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Book part
Publication date: 29 October 2018

Aimee Hubbard

This study seeks to understand how work–life balance (WLB) changes over time, and if relational factors – relationship and sexual satisfaction – may have protective…

Abstract

This study seeks to understand how work–life balance (WLB) changes over time, and if relational factors – relationship and sexual satisfaction – may have protective effects. Grounded in Bronfenbrenner’s (1986) family ecological theory a linear mixed effects analysis was used to analyze over 4,000 individual reports of WLB over three years.

The primary finding showed that on average, individuals rated their WLB just above average and their scores decrease over time. While relationship satisfaction did not have significant associations with WLB alone, the interaction between relationship and sexual satisfaction was found to be a protective factor, increasing WLB scores. This indicates that having higher sexual satisfaction can enhance the protective effect that relationship satisfaction has on WLB.

An intriguing finding was the significant difference in WLB scores for men compared to women. On average, men experience significantly lower WLB scores. This could be related to how WLB was measured, or possibly due to gender roles. Future research should further explore this relationship.

The results of this study provide information that researchers’ can consider as they design studies and interventions targeting WLB. An additional hope is that employers will consider these results when they create workplace policy and other initiatives.

This study is one of the first to explore WLB in association with relationship and sexual satisfaction and the interaction between sexual and relationship satisfaction. This chapter tests the interactions between mesosystems in a unique way that enhances researchers understanding of WLB.

Details

The Work-Family Interface: Spillover, Complications, and Challenges
Type: Book
ISBN: 978-1-78769-112-4

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Article
Publication date: 21 February 2020

S.W.S.B. Dasanayaka, Omar Al Serhan, Mina Glambosky and Kimberly Gleason

This study aims to identify and analyze factors affecting the business-to-business (B2B) relationship between Sri Lankan telecommunication operators and vendors. The…

Abstract

Purpose

This study aims to identify and analyze factors affecting the business-to-business (B2B) relationship between Sri Lankan telecommunication operators and vendors. The authors conduct a survey and develop models to explain relationship strength and satisfaction. The authors find that telecommunication operators and vendors value trust, commitment, adaptation and communication. Operator satisfaction varies by perception of product quality, service support, delivery performance, supplier know-how and value for money. The vendor’s relationship strength is impacted by trust and commitment; vendor satisfaction is affected by economic factors and referencing. The authors suggest formulating management strategies using these results to strengthen business relationships.

Design/methodology/approach

The authors develop two conceptual models to analyze the supplier and customer perspectives. This study’s drafted models were drawn from established models and were presented to experts in the industry, both telecommunication operators and vendors. Models were modified based on experts’ feedback, and hypotheses were developed from the conceptual models, developed separately for the two perspectives. Data collection was done via questionnaires; 150 questionnaires were sent via email to identified telecommunication operators and 100 questionnaires were sent via email to identified telecommunication vendors, with follow-up emails and telephone calls to improve response rates.

Findings

This study’s findings show that employees in the telecommunication industry recognize the importance of B2B relationships. Employees of both telecommunication operators and vendors agree that stronger relationships are advantageous. The correlation and regression analysis results identify factors that affect the B2B relationship. The following factors impact the strength of B2B relationships irrespective of view point: trust, commitment and satisfaction. The following factors were found to significantly affect the strength of B2B relationships between telecommunication operators and vendors from the operator perspective: adaptation and communication.

Practical implications

To enhance relationship strength, the management of operator organizations should take action to improve trust, commitment and satisfaction. Demonstrating honesty and integrity when dealing with vendors and exhibiting concern for the other party’s interests can help establish trust or enhance trust in existing relationships. Displaying commitment toward the vendor will also facilitate stronger relationships. Reasonable profits for both parties and sizeable business volume will also help satisfy vendors, increasing relationship strength. Positive referencing of the vendor in industrial and public forums will improve vendor satisfaction, enhancing relationship strength. Reputational capital can be built and maintained for both operators and vendors by keeping promises and defending the other party to outsiders. For managers of telecommunications operators and vendors in other emerging markets, this study’s results are important and can inform internal business practices to support trust, commitment and satisfaction.

Originality/value

This study contributes to the existing literature in two ways, a focus on the telecommunication industry and a previously unexplored emerging market, Sri Lanka. In addition, this study includes an analysis of the relationship from both the operator and vendor perspectives.

Details

Journal of Business & Industrial Marketing, vol. 35 no. 6
Type: Research Article
ISSN: 0885-8624

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Article
Publication date: 8 January 2020

Choukri Menidjel, Abderrezzak Benhabib, Anil Bilgihan and Melih Madanoglu

Product category involvement and relationship proneness are crucial in explaining relationship outcomes. Nevertheless, the authors know little about their roles in the…

Abstract

Purpose

Product category involvement and relationship proneness are crucial in explaining relationship outcomes. Nevertheless, the authors know little about their roles in the formation of loyalty, especially in the retail industry. Individual consumer traits and preferences are likely to play a critical role in the success of relationship marketing. Yet, relationship marketing studies have fallen short of considering such individual differences. The purpose of this paper is to examine the mediating effects of product category involvement and relationship proneness on the relationship between satisfaction and loyalty in retail clothing stores.

Design/methodology/approach

Data were obtained using a survey of 220 consumers. Partial least squares structural equation modeling was employed to test the proposed theoretical model.

Findings

The results show that satisfaction significantly affects product category involvement and relationship proneness, which, in turn, significantly affect purchase intention and word-of-mouth (WOM). The results also show that product category involvement and relationship proneness partially mediate the impact of satisfaction on purchase intention and WOM.

Research limitations/implications

Product category involvement and relationship proneness play a critical role in explaining the satisfaction–loyalty link. Future research could consider the role of potential moderating variables.

Practical implications

Retail managers should not only focus on improving customer satisfaction to achieve customer loyalty, but should also consider the importance of product category involvement and relationship proneness, and their role in the formation of customer loyalty both in traditional and online environments.

Originality/value

To the best of the authors’ knowledge, this study is the first to explore the mediating effects of product category involvement and relationship proneness on the relationship between satisfaction, purchase intention and WOM in the retail industry.

Details

International Journal of Retail & Distribution Management, vol. 48 no. 2
Type: Research Article
ISSN: 0959-0552

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Article
Publication date: 5 March 2020

Mornay Roberts-Lombard

This study aims to investigate how the commitment of Islamic banking customers is influenced by trust, relationship expectations and conflict management. In turn, the…

Abstract

Purpose

This study aims to investigate how the commitment of Islamic banking customers is influenced by trust, relationship expectations and conflict management. In turn, the influence of their commitment on future satisfaction is determined.

Design/methodology/approach

A descriptive research design was applied and responses were obtained from Islamic banking customers through the application of self-administered questionnaires. A total of 350 completed questionnaires were used in analysing the data. An exploratory factor analysis established the interrelationships of the scales used to measure the study’s constructs. In addition, both the measurement and structural models were evaluated.

Findings

Trust and relationship expectations significantly and positively influence customer commitment, while conflict management has no significant influence on the commitment of Islamic banking customers to their bank. In addition, commitment significantly and positively influences the satisfaction experiences of Islamic banking customers.

Research limitations/implications

The tested model validates the hypothesised relationships between the trust, relationship expectations, commitment and satisfaction of Islamic banking customers. However, the relationship between conflict management, commitment and satisfaction was not established. Commitment is linked to trust and relationship expectations, as well as its outcome, satisfaction. However, commitment could not be linked to antecedent conflict management.

Practical implications

The findings could assist retail banks servicing Islamic banking customers in offering in-depth knowledge of how trust and relationship expectations can foster customer commitment, eventually securing the positive satisfaction of customers.

Originality/value

The study focussed on Islamic banking customers and determined the interrelationships between commitment and related constructs. Few studies, however, have examined how commitment relates to its precursors and outcome from an Islamic banking perspective in an emergent African economy.

Details

Journal of Islamic Marketing, vol. 11 no. 6
Type: Research Article
ISSN: 1759-0833

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Article
Publication date: 9 March 2020

Johra Kayeser Fatima, Rita Di Mascio, Ali Quazi and Raechel Johns

This study aims to capture the mediation role of customer–frontline employee rapport on customer satisfaction and affective, calculative and normative commitment by using…

Abstract

Purpose

This study aims to capture the mediation role of customer–frontline employee rapport on customer satisfaction and affective, calculative and normative commitment by using three alternative models. It also verifies the moderation effect of relationship age on the rapport-satisfaction link in each alternative model.

Design/methodology/approach

The survey data collected from bank customers were analyzed using structural equation modeling (SEM) with the partial least square (PLS) method.

Findings

Results confirmed rapport as a significant mediator between satisfaction and each of the three types of commitment. Relationship age significantly moderates the links between rapport to affective and normative commitment but not to calculative commitment.

Research limitations/implications

Additional findings from “importance–performance analysis” suggest that satisfaction is more import to customers than rapport for developing commitment, so further investigations can reveal the underlying reasons. Also, complementary mediation shows one or more missing mediators, which calls for future research.

Practical implications

Managers need to use rapport strategically with customers in different relationship ages to build different types of commitment. Specific tactics to build rapport and possible long run implications for developing affective, calculative and normative commitment have been discussed in the “note to practitioner” section.

Originality/value

Using “broaden-and-build” theory, the study extends the literature by confirming the mediation influence of rapport on satisfaction and three types of commitment relationships.

Details

International Journal of Bank Marketing, vol. 38 no. 4
Type: Research Article
ISSN: 0265-2323

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Article
Publication date: 10 March 2020

Ruben Chumpitaz and Nicholas G. Paparoidamis

The purpose of this paper is to merge service and product quality concepts as well as problem-solving capabilities and relationship satisfaction into an integrative model…

Abstract

Purpose

The purpose of this paper is to merge service and product quality concepts as well as problem-solving capabilities and relationship satisfaction into an integrative model and empirically test it in business-to-business (B2B) context.

Design/methodology/approach

Hypothesis testing was performed using a structural equation model based on a LISREL approach applied to a sample of 1,218 industrial buying centers producing and marketing food and beverage products for industrial use in Belgium, France and Holland.

Findings

The model allows a comparison between the relative efficacy of product quality, service and sales quality as well as problem-solving in driving relationship satisfaction. The results demonstrate the relative effectiveness of sales team quality while also emphasizing the importance of problem-solving in building relationship satisfaction.

Originality/value

This study makes theoretical and empirical contributions providing a better understanding of the impact of service/product quality and problem-solving in building relationship satisfaction in a B2B context.

Propósito

El propósito de este trabajo es fusionar los conceptos de servicio y calidad del producto, las capacidades de resolución de problemas y la satisfacción relacional en un modelo integrador y probar este modelo empíricamente en un contexto B2B.

Diseño/Metodología/Enfoque

Para contrastar las hipótesis propuestas se aplicó un modelo de ecuaciones estructurales, utilizando el enfoque LISREL, aplicado a una muestra de 1218 centros de compras industriales que producen y comercializan productos de alimentación y bebidas para uso industrial en Bélgica, Francia y Holanda.

Resultados

El modelo permite una comparación de la eficacia relativa de la calidad del producto, la calidad del servicio y las ventas, así como la resolución de problemas en la construcción de la satisfacción relacional. Los resultados demuestran la efectividad relativa de la calidad del equipo de ventas, al tiempo que enfatizan la importancia de la resolución de problemas en la construcción de la satisfacción relacional.

Originalidad/Valor

Este estudio hace una contribución teórica y empírica para comprender mejor el impacto de la calidad del servicio / producto y la resolución de problemas en la construcción de la satisfacción relacional en un contexto B2B.

Details

Academia Revista Latinoamericana de Administración, vol. 33 no. 1
Type: Research Article
ISSN: 1012-8255

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Article
Publication date: 10 August 2020

Upasna A. Agarwal and Sushmita A. Narayana

The present study aims to examine the impact of relational communication, operationalized in terms of information sharing, quality and frequency of information, on buyer's…

Abstract

Purpose

The present study aims to examine the impact of relational communication, operationalized in terms of information sharing, quality and frequency of information, on buyer's trust and relationship satisfaction in a buyer–vendor relationship. The study also tests the mediating role of trust and the moderating role of relationship commitment in relational communication and satisfaction relationship.

Design/methodology/approach

The data for the study were collected through a questionnaire survey from 321 managers of the different firms who were directly or indirectly involved in making procurement or purchasing decision in the firm and were familiar with the firm's supplier relationships.

Findings

Relational communication was found to be positively related to relational satisfaction and trust partially mediated this relationship. Further, relationship commitment moderated relational communication-satisfaction relationship, such that the positive affect of relational communication on relational satisfaction was accentuated when buyer experienced higher relationship commitment towards the supplier.

Research limitations/implications

Using single source, self-reported questionnaire data and cross-sectional research design are the limitations of this study. Studies in future should consider a dyadic perspective. The study outlines the need to explore investments and strategies in enhancing relational communication in buyer–vendor relationships.

Originality/value

Anchored in theoretical foundations of social exchange theory, the study integrates and tests behavioral aspects of buyer–vendor relationship. Testing an integrated model with direct and indirect effects of relational communication on relationship satisfaction in buyer–vendor is a significant contribution of the research. The study also contributes by examining relational exchanges in buyer-vendor relationships in India, an underrepresented context in buyer–supplier relationship (BSR) literature.

Details

Benchmarking: An International Journal, vol. 27 no. 8
Type: Research Article
ISSN: 1463-5771

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Article
Publication date: 25 October 2019

Pavleen Soni

Given the importance of relationship benefits in creating customer satisfaction, the purpose of this paper is to investigate the moderating role of relationship benefits…

Abstract

Purpose

Given the importance of relationship benefits in creating customer satisfaction, the purpose of this paper is to investigate the moderating role of relationship benefits (special treatment benefits and confidence benefits) on relationship quality and word of mouth (WOM) for online retailers. The conditional mediating role of relationship quality between customer satisfaction and WOM is also examined.

Design/methodology/approach

A sample of 700 MBA students from two universities in Punjab (North India) has been used to collect data. Structural equation modelling and PROCESS Macro (Hayes (2017) have been used for data analysis (mod mod mediation).

Findings

When customers perceive high confidence benefits, special treatment benefits moderate the mediational role of relationship quality between customer satisfaction and WOM. Specific conditions under which use of confidence benefits and special treatment benefits are successful for online retailers have also been identified.

Practical implications

Tailored use of special treatment benefits with confidence benefits in appropriate combinations will help the online retailers in segmenting the customers and differentiating amongst them according to the customers’ receptivity towards these benefits. Marketers can devise communication strategies, create customer segments and position their services using the results obtained in the study.

Originality/value

The present study is the first of its kind which clarifies as to why the previous literature considered special treatment benefits as less relevant to customers. It also establishes the situations in which these benefits successfully moderate the effect of customer satisfaction in developing relationship quality and eliciting positive WOM in the Indian internet retailing context.

Details

Marketing Intelligence & Planning, vol. 38 no. 6
Type: Research Article
ISSN: 0263-4503

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Article
Publication date: 1 December 2002

Alhassan G. Abdul‐Muhmin

Relationship satisfaction and commitment are two key constructs in the evolving paradigm of relationship marketing in business‐to‐business markets, and a substantial and…

Abstract

Relationship satisfaction and commitment are two key constructs in the evolving paradigm of relationship marketing in business‐to‐business markets, and a substantial and growing literature exists on their antecedents and consequences, especially within the context of supplier‐retailer relationships. However, relatively little research has examined these constructs within the context of supplier‐manufacturing firm relationships in general, and foreign supplier‐manufacturing firm relationships in particular. Even fewer studies have examined the effects of suppliers’ marketing program variables on relationship satisfaction and commitment in such contexts. The author examines how foreign suppliers’ marketing program variables affect Saudi industrial buyers’ satisfaction and commitment to long‐term relationships with the suppliers. Results of a survey conducted among buyers for manufacturing establishments in the Eastern Province of Saudi Arabia indicate that only the product and price‐related variables of foreign suppliers’ marketing program variables are significantly related to the buyers’ relationship satisfaction and commitment. Theoretical and managerial implications of the findings are outlined and discussed.

Details

Journal of Business & Industrial Marketing, vol. 17 no. 7
Type: Research Article
ISSN: 0885-8624

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Article
Publication date: 13 November 2017

Lakhi Muhammad, Batiah Mahadi and Nazimah Hussin

The purpose of this paper is to investigate the effects of structural social capital, relational social capital and cognitive social on relationship satisfaction, and also…

Abstract

Purpose

The purpose of this paper is to investigate the effects of structural social capital, relational social capital and cognitive social on relationship satisfaction, and also to investigate how relationship satisfaction is associated with negative word-of-mouth and re-patronage intentions, in service recovery.

Design/methodology/approach

A sample of 478 Pakistani banking industry clients, who registered a complaint to their bank recently, answered the survey. Variance-based partial least squares structural equation modeling was employed for data analysis.

Findings

Results demonstrate that all three facets of social capital have a significant positive impact on relationship satisfaction. However, relationship satisfaction enhances customer re-patronage intentions and restrains negative word-of-mouth intentions.

Practical implications

Findings are important for service firms, particularly for banks to adjust their service recovery strategies.

Originality/value

The paper verified the influence of structural social capital, cognitive social capital and relational social capital on relationship satisfaction and tested the influence of relationship satisfaction on negative word-of-mouth and re-patronage intentions.

Details

Asia Pacific Journal of Marketing and Logistics, vol. 29 no. 5
Type: Research Article
ISSN: 1355-5855

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