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1 – 10 of over 13000Kenneth Shiu Pong Ng, Yan Feng, Ivan Ka Wai Lai and Lois Zi-Yu Yang
This study aims to develop a conceptual model to understand how customer knowledge management (CKM) affects fitness club membership renewal through the mediation of relationship…
Abstract
Purpose
This study aims to develop a conceptual model to understand how customer knowledge management (CKM) affects fitness club membership renewal through the mediation of relationship quality.
Design/methodology/approach
Data were collected outside of fitness clubs using a systematic sampling method. A total of 224 valid responses were collected. Structural equation modelling was used to evaluate the relationship between the constructs of the research model.
Findings
The results indicate that both knowledge from customers and knowledge for customers have a positive influence on customer satisfaction and customer trust. Among them, knowledge for customers has a stronger influence on customer satisfaction while knowledge from customers has a greater influence on customer trust. Additionally, three dimensions of relationship quality (customer satisfaction, customer trust and customer commitment) positively influence membership renewal intention with customer commitment exhibiting the greatest influence on it.
Originality/value
This study combines the theories of CKM and relationship quality management to explain why members will renew their service contracts. By using fitness clubs as an example, this research extends the authors' understanding of how knowledge from and for customers can influence customers' attitudes and behavioural intentions towards service companies.
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Nicole Alonso, Alyssa Marshall, Caitlin Porter and Kurt Kraiger
To examine how perceptions of complementary and supplementary fit and relationship quality contribute to successful mentorship co-creation.
Abstract
Purpose
To examine how perceptions of complementary and supplementary fit and relationship quality contribute to successful mentorship co-creation.
Design/methodology/approach
Data were collected via cross-sectional survey of 145 mentor–protégé dyads within institutions of higher education in the USA. Mentors evaluated their perceptions of supplementary and complementary fit and relationship quality with their protégés and vice versa. Additionally, mentors evaluated their protégés’ performance, whereas protégés reported on their own learning. Data were analyzed using the actor–partner interdependence model.
Findings
Results suggest that one's own fit perceptions are most important in predicting one's evaluation of relationship quality. Additionally, for both mentor and protégé, complementary fit and supplementary fit predict evaluations of relationship quality to a similar degree. Finally, each person's perceptions of relationship quality mediated the relationships between their own perceptions of fit and mentor-rated protégé performance, but not the relationships between perceptions of fit and protégé-rated learning.
Originality/value
Research has often studied mentorships from the perspective of one party, which limits our understanding of mentorship co-creation. This study investigates how both parties simultaneously contribute to mentorship success, as indicated by protégé learning and performance. Additionally, the authors clarify the extent to which perceptions of different types of fit are instrumental in co-creating successful mentorships.
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This study aims to investigate the supplier selection criteria, relationship quality and level of collaboration in Asian food businesses, while also examining the link between…
Abstract
Purpose
This study aims to investigate the supplier selection criteria, relationship quality and level of collaboration in Asian food businesses, while also examining the link between these practices and business performance. The research focusses on food manufacturing and exporting companies in two emerging economies, China and Vietnam.
Design/methodology/approach
Food manufacturing and exporting companies in two emerging economies – China and Vietnam were surveyed and analysed to extract factors that reflect supplier management and business performance along with their relationship by factor analysis and hierarchical regression. Then, a two-step cluster analysis was applied to identify clusters based on supplier management and explore how different business performance groups manage their suppliers.
Findings
Four clusters that are distinct sets of food firms with detailed references about their typical characteristics revealing their business performance and supplier management practices. Also, the study confirms that certificates, reliability and inspection results constitute the factor of quality-related criteria for food firms. It is an interesting insight into what firms prioritise in selecting and maintaining collaboration and relationships with suppliers that reflect actual demanding specifications for supplier conformity.
Research limitations/implications
The study reveals the business status of the studied companies and each group's specific references, such as the criteria they prefer to select suppliers, the relationship quality and the level of collaboration.
Originality/value
The study is a useful reference for both researchers and practitioners to have a comprehensive view of supplier management in the food industry based on the viewpoint of Asian food manufacturers.
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The purpose of this study is to revisit brand performance metrics (BPMs) (brand affinity, brand content and knowledge, brand image, brand ethics and brand value) and evaluate the…
Abstract
Purpose
The purpose of this study is to revisit brand performance metrics (BPMs) (brand affinity, brand content and knowledge, brand image, brand ethics and brand value) and evaluate the moderated mediation effect of relationship quality (mediator) and relationship duration (moderator) in brand performance and customer loyalty relationship in an Indian banking context.
Design/methodology/approach
The research model was tested in the Indian banking sector. The primary data was collected from the 1,000 account holders of five Indian public and private banks. The data was analysed and validated using exploratory factor analysis and confirmatory factor analysis. Structural equation modelling and the Hayes process were used for testing the hypotheses.
Findings
The study results established BPMs as a four-dimensional structure comprising brand affinity, brand content and knowledge, brand image, brand ethics and brand value. The BPMs significantly positively impact relational quality (RQ) and customer loyalty. Further results also prove the existence of moderated mediation effect on BPMs and customer loyalty link and portray that the impact of BPMs on customer loyalty is mediated by the RQ and influenced by relationship duration.
Research limitations/implications
The study is confined to the Indian banking sector. It did not examine the dimension-wise impact of brand performance indicators on RQ and customer loyalty. Future research is required to explore their influence in banking and other sectors.
Practical implications
The study findings suggest that to enhance brand performance, banks need to follow excellence in every conduct, take immediate actions against inappropriate behaviour, consistently update their relevant and valuable contents (news, videos, white papers, e-books, case studies, FAQ’s, photos, etc.) on their websites and also introduce loyalty schemes to reimburse customers’ interests with some substantial benefits such as rebates, discounts, annual gifts and extraordinary or additional services. These strategies can pave the way for enhancing long-term quality relationships between customers and their service providers and increasing customer loyalty.
Originality/value
To the best of the authors’ knowledge, the study is a maiden attempt to assess the effect of BPMs on customer loyalty in the presence of RQ and at the value of relationship duration/length. Besides, the study results also prove the existence of moderated mediation effect and portray that the impact of customer equity and relational benefits on customer loyalty is influenced by relationship duration and mediated by RQ.
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Catherine Prentice, Sergio Dominique-Ferreira and Xuequn Wang
In view of the complexity of supply chain management (SCM) in the insurance industry, to the best of the authors’ knowledge, this paper was the first to use symmetrical and…
Abstract
Purpose
In view of the complexity of supply chain management (SCM) in the insurance industry, to the best of the authors’ knowledge, this paper was the first to use symmetrical and asymmetrical methos to examine how the insurer’s service quality and SCM can be configurated to explain the relationships between the insurance companies and brokers as the intermediaries. This study positions insurance brokers as the insurance companies’ customers and supply chain partners, aims to examine the relationships between service quality, SCM and relationship quality.
Design/methodology/approach
This paper undertook two studies and used two methods to examine how the insurer’s service quality and SCM can be configurated to explain the relationships between the insurance companies and brokers as the intermediaries. Both symmetrical and asymmetrical analyses were performed including regression and fuzzy-set qualitative comparative analysis (fsQCA).
Findings
The results from symmetrical analyses and fsQCA from two countries show substantial differences in how service quality and SCM affect relationship quality. In particular, fsQCA show that all service quality dimensions are important antecedent conditions of relationship quality for Portuguese brokers. Interestingly for Irish brokers, the combination of assurance, responsiveness and the insurer’ empathy conjunctively accounted for their satisfaction, whereas none of these quality factors are related to their commitment and trust. All SCM factors are important to explain the brokers’ relationship quality with their chosen insurers for both countries.
Research limitations/implications
This study contributes to three areas of research: service quality, SCM and relationship marketing. Firstly, this study used an asymmetrical approach to providing insights into the effect of service quality dimensions by showcasing how these dimensions were configurated to explain the outcome of interest, rather than examining their symmetrical path coefficients. Secondly, this study identified the key factors of SCM in the insurance industry and how these factors can be configurated through Boolean algebra to explain relationship quality between supply chain partners. Finally, this study has implications for relationship marketing research.
Practical implications
As the study was conducted with the insurance brokers in Portugal and Ireland, the findings have implications for the insurance companies for the two countries. As different service quality factors and SCM exert different effects on relationship quality, the insurance companies should look into these factors to modify their current practice to improve relationship quality with their brokers.
Originality/value
Theoretically, to the best of the authors’ knowledge, this is the first study to approach from intermediaries to address effectiveness of SCM. Methodologically, to the best of the authors’ knowledge, this is the first study to use fsQCA – a case-based approach to understand SCM and relationship quality between stakeholders.
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Asif Ali Safeer and Thanh Tiep Le
Customer relationships and transforming customers into evangelists are imperative in today's world. Therefore, this study aimed to examine the influence of online brand experience…
Abstract
Purpose
Customer relationships and transforming customers into evangelists are imperative in today's world. Therefore, this study aimed to examine the influence of online brand experience (OBE) on brand evangelism (BEM) via relationship quality (trust-TRT, satisfaction-SAT, and commitment-CMT) by integrating the moderating effects of brand reputation (BR), particularly in the Vietnamese banking sector.
Design/methodology/approach
This research obtained data from 486 Vietnamese customers who routinely used online banking services. The analysis was performed using structural equation modeling.
Findings
The findings demonstrate that OBE directly/indirectly positively affects BEM via relationship quality (TRT, SAT, CMT). Likewise, this study identified relationship quality (TRT, SAT, CMT) as an important mediator. Finally, the findings demonstrate that the moderation effects of BR significantly improved relationship quality (TRT, SAT, CMT) in the banking industry.
Practical implications
This study showcases the significance of OBE in increasing brand evangelists in the financial sector. Thus, this study assists Vietnamese bank managers in creating new branding strategies to foster long-lasting customer relationships.
Originality/value
This original study contributes to the commitment-trust theory and signaling theory by examining the impact of the OBE on brand evangelism via relationship quality by considering the moderating effect of brand reputation in the Vietnamese banking sector.
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Reihaneh Alsadat Tabaeeian, Majid Mohammad Shafiee and Azarnoush Ansari
This paper aims to investigate the effect of gamified e-service quality (GE-SQ) on customer value co-creation, relationship quality and purchase intention in e-retailing.
Abstract
Purpose
This paper aims to investigate the effect of gamified e-service quality (GE-SQ) on customer value co-creation, relationship quality and purchase intention in e-retailing.
Design/methodology/approach
A questionnaire was used to collect data from a sample of 549 e-retailing customers who participated in a gamified online service process. A structural equation modeling approach was adopted to analyze the model.
Findings
The empirical evidence confirmed that GE-SQ encouraged customer value co-creation behavior and relationship quality. Customer value co-creation and relationship quality led to higher purchase intention. Also, value co-creation and relationship quality partially mediated the relationship between GE-SQ and purchase intention.
Originality/value
The findings increase our knowledge of GE-SQ and its behavioral consequences. Moreover, the study proposes and validates a theoretical framework based on GE-SQ, value co-creation and customer relationship quality. This study provides insight into using gamification as a practical tool in the e-retailing industry.
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Chanwoo Moon, Mark A. Bonn and Meehee Cho
Given the intensified competitiveness in the wine retail industry, partnering with quality suppliers becomes critical to ensure a steady supply of high-quality products and…
Abstract
Purpose
Given the intensified competitiveness in the wine retail industry, partnering with quality suppliers becomes critical to ensure a steady supply of high-quality products and sustainable business growth. This study aims to explore how wine supplier quality attributes impact wine retail businesses and if such effects differ depending on wine retail types.
Design/methodology/approach
Data were obtained from wine purchasing managers in Korea. To validate the proposed relationships, structural equation modeling was used. A multigroup analysis was conducted to test distinct roles of on/off-premise wine retail types within this research framework.
Findings
Results support the significance of supplier quality attributes in shaping the landscape of wine retail businesses. Operational and strategic benefits exhibited a positive effect on both financial performance and suppliers’ relationship satisfaction, thereby improving the intent to continue working with suppliers. This study revealed noteworthy distinctions in the effects of supplier quality attributes on operational and strategic benefits between on-premise and off-premise wine retailers.
Research limitations/implications
Findings provide valuable insights to wine suppliers and buyers concerning the establishment of a mutually beneficial long-term interdependent relationship. The approach sheds light on the unique dynamics of wine retail types, contributing to a more comprehensive understanding of the distinct roles of supplier quality attributes on on-premise and off-premise retailers.
Originality/value
This study developed an integrative framework, emphasizing the importance of supplier quality attributes in the wine retail industry. This model offers valuable insights into creating favorable buyer–supplier relationships that result in mutual benefits for both wine retailers and suppliers.
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Laurent Bompar, Renaud Lunardo, Camille Saintives and Reynald Brion
The purpose of this paper is to investigate the distinct effects of aggressive and constructive humor on perceptions of Machiavellianism, relationship quality and…
Abstract
Purpose
The purpose of this paper is to investigate the distinct effects of aggressive and constructive humor on perceptions of Machiavellianism, relationship quality and willingness-to-switch (WTS).
Design/methodology/approach
The empirical analysis includes a first replication study with 138 business-to-business buyers and a second study with 175 business-to-business buyers that aims to test the theoretical model. The Process macro is used to test the study’s hypotheses.
Findings
Results indicate that aggressive and constructive humor types have distinct effects on relationship quality and subsequent buyers’ WTS. Specifically, and contrary to constructive humor, aggressive humor from sellers increases buyers’ perceptions of Machiavellianism, which reveals detrimental to relationship quality and subsequently increases buyers’ WTS.
Research limitations/implications
Although the results about the effects of humor on relationship quality were obtained from actual buyers and consistent across the two studies, they were obtained from two cross-sectional designs, which limits the causality of the effects being observed.
Practical implications
Sellers may benefit from getting deep understanding of how usage humor may impact their relationship with buyers. In particular, this research makes clear for sellers that as long as the type of humor that they use when dealing with a buyer is constructive, no negative outcome might emerge. However, if the humor is aggressive, then the stereotype of Machiavellianism might emerge, leading to lower relationship quality and an increase in WTS from the buyer.
Originality/value
While research on humor as a communication technique for sellers has increased lately, to the best of the authors’ knowledge this research is the first to examine the effects of the distinct types of aggressive and constructive humor and to provide empirical evidence for the different effects of these two types of humor. This research also contributes to the literature on stereotypes associated with sellers, by presenting insights into how the negative stereotype of Machiavellianism is prompted by the use of aggressive humor.
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Thamaraiselvan Natarajan and Deepak Ramanan Veera Raghavan
Building on the relationship marketing and stimulus-organism-response (SOR) theory, the purpose of this paper is to study the impact of the integrated store service quality (ISSQ…
Abstract
Purpose
Building on the relationship marketing and stimulus-organism-response (SOR) theory, the purpose of this paper is to study the impact of the integrated store service quality (ISSQ) on the omnichannel customer lifetime value (CLV). The mediating role of customer commitment (affective, normative and continuance) and relationship program receptiveness with the moderating role of customer relationship proneness were relied upon to better understand the omnichannel customer profitability metric (CLV).
Design/methodology/approach
The study is descriptive and relies upon the cross-sectional data collected using the self-administered structured questionnaires from 785 omnichannel shoppers. A purposive sampling technique was performed in the study. Structural equation modeling was performed using the SMART-PLS 4.0 software to analyze the data.
Findings
The results indicate that omnichannel customer commitment (affective, normative and continuance) differentially mediates the relationship between ISSQ and relationship program receptiveness, subsequently impacting the omnichannel CLV. The customer relationship proneness significantly and positively moderated the relationships between different dimensions of customer commitment and relationship program receptiveness.
Research limitations/implications
The study relied upon the cross-sectional data from the Indian population aged above 18 years for testing the proposed model. Further studies could test the model across different populations to generalize the study results.
Originality/value
This study addresses the need to investigate the omnichannel retail store customer profitability and their relationship performance with the store. By testing the customer relationship management model in the omnichannel retail store context, this study is the first to show that ISSQ will impact the customer profitability and relationship performance metric (CLV) through omnichannel customer commitment and relationship program receptiveness. The moderating effect of customer relationship proneness on a few proposed hypotheses was also tested to give managerial recommendations.
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