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The purpose of this paper is to examine how companies can influence customers’ repurchase intention and willingness to recommend through relationship quality (RQ hereafter) constructs by leveraging customer orientation, expertise and information sharing.

The research informants were recruited from a Southeastern Nigerian city. Data analysis was based on 303 qualified cases extracted from the 332 valid responses retrieved from the customers of retail banking services through a bank-intercept method and online survey.

Except customer orientation, all the antecedents of RQ were directly related to trust and satisfaction. Whereas satisfaction was both directly and indirectly related to repurchase intention and willingness to recommend, trust was directly and indirectly related to repurchase intention but was not directly related to willingness to recommend. It was only indirectly related to willingness to recommend through satisfaction and repurchase intention. Trust and satisfaction mediate the link between RQ antecedents and repurchase intention and willingness to recommend. The research model explained 67 per cent of the total variance in willingness to recommend.

The mediating role of RQ in the link between customer orientation, expertise and information sharing and repurchase intention and willingness to recommend remains largely untested in the literature. This provides an avenue for future studies to extend RQ research to the nature of the construct’s behaviour when it is tested as a mediator in the relationship between its antecedents and consequences especially in West Africa where substantive research is scarce.

One of the key measures that retail banks can use to keep customers’ patronage and spur them into making business referrals is to build trust and deliver pleasurable satisfaction by leveraging customer orientation, expertise and information sharing.

As far as could be established, this paper represents the first attempt to simultaneously explore the indirect effects of customer orientation, expertise and information sharing on repurchase intention and willingness to recommend through the constructs of RQ. The paper further demonstrates that the relationships estimated within the model are not moderated by gender and occupation differences.

This study aims to investigate critical differences between police officer willingness to use and recommend an employee assistance program (EAP) to a peer, including the relationship between officer perceptions of macro-level organizational support and micro-level EAP support.

A survey of 213 police officers from a large, urban police department in the Northeast United States of America is used to evaluate the relationship between officer perceptions of the EAP and the officers' willingness to use and recommend the EAP to peers. Generalized linear regression models are used to evaluate the moderating effect of perceived organizational support (POS) on perceived EAP support.

The findings of this study suggest that POS strongly predicts willingness to use the EAP, but POS has no significant relationship with willingness to recommend the EAP. There is evidence that POS moderates the relationship of EAP support on willingness to recommend the EAP to a peer. When POS decreases, the relationship of EAP support with willingness to recommend the EAP to peers becomes stronger.

The current study is limited by the study's focus on only one police department and the department's use of cross-sectional data, which may limit the generalizability of the results to agencies that differ in size and type.

This research has practical implications for those who seek to improve officer receptivity to mental health support and improve the quality of police services provided to the public. The findings demonstrate that improving officer willingness to recommend the EAP to peers may be a more sustainable pathway to addressing officer mental health than willingness to use the EAP considering the current movement toward police reform.

The research unveils significant differences in police officer decision-making between using the EAP and recommending it to a peer. The research also adds empirical evidence to existing research on the role of POS in policing and the altruistic, peer-focused nature of the police subculture.

The goal of this study is to investigate the mediating effect of referral rewards on consumer willingness to recommend poverty-alleviating products and to identify the most effective referral rewards for incentivizing consumers to recommend poverty-alleviating products.

Tournament rewards and piece-rate rewards are designed based on the theory of indebtedness, the related literature and the actual background. SPSS 26.0 and AMOS 17.0 are used to analyze the structural equation model.

According to the structural equation analysis, the following findings were found: under the tournament reward condition, social image, feelings of indebtedness and perceived reward value negatively affect consumer willingness to recommend. Under the piece-rate reward condition, social image and feelings of indebtedness significantly negatively affect consumer recommendation willingness, while perceived reward value significantly positively affects consumer recommendation willingness. The mean recommendation willingness of the tournament reward group is significantly lower than that of the control group. In contrast, the mean recommendation willingness of the piece-rate rewards group is significantly higher than that of the control group.

Based on the study findings, the authors propose that enterprises apply piece-rate rewards to incentivize consumers to recommend poverty-alleviating products when designing such rewards. In this way, the sale of poverty-alleviating products can be improved.

Presents survey results which are derived from the most comprehensive investigation ever undertaken of UK companies certificated to ISO 9000. Reports an analysis of the willingness of certificated companies to recommend the standard to other, similar companies. States that the 4,250 certificated organizations mail surveyed, 1,220 (28.7 per cent) responded. Indicates that the companies most willing to recommend ISO 9000 were those most satisfied with the organizational impacts of the standard and these were of three major kinds: profitability impacts, process improvements and marketing benefits. Reports that companies also willing to recommend were those whose expectations had been met, and those who believed the standard to be cost‐effective. Proposes that these results should help deflect criticism about the perceived value of the standard, and motivate companies to pursue certification.

This study aims to examine the effect of e-customer relationship management (e-CRM) on customer e-loyalty through e-service quality and e-satisfaction. This study also examines how customers’ e-loyalty affects their willingness to recommend a banking service.

A total of 372 private bank customers from Chattogram, the second largest and only port city of Bangladesh, were chosen using a convenience sampling technique. Structured equation modelling was used to analyse the data.

E-CRM positively impacts e-service quality, customer e-satisfaction and customer e-loyalty. The association between e-CRM and customer e-loyalty is sequentially mediated by e-service quality and e-satisfaction. E-loyalty has a significant influence on willingness to recommend a banking service.

The findings will help Bangladeshi banks boost the number of prospective customers implementing e-CRM. In addition, mediators between e-CRM and e-loyalty provides managers a new insight on willingness to recommend a banking service.

The sequential mediation effect of e-service quality and customer e-satisfaction on the connection between e-CRM and e-loyalty represents the unique contribution and enriches the present e-CRM literature, particularly in the Bangladeshi private banking sector.

This research seeks to explore the factors predicting customer loyalty in retail banking. Loyalty was measured in terms of a customer's willingness to recommend a bank and their intention to remain with their main bank short‐term (in the next six months) and long‐term (from six months to five years).

The study was based on a mail survey of 1,951 individuals. Potential predictors were drawn from the literature and included in three separate regression models to model different types of loyalty.

The results indicate that willingness to recommend is best predicted by affective attitude, overall satisfaction and empathy. Short‐term behavioural intentions, however, were best predicted by overall satisfaction and responsiveness, while long‐term intentions were predicted by overall satisfaction, affective attitude and empathy. The three models explained a substantial amount of the variation in the dependent variables: 71 per cent for willingness to recommend, 43 per cent for short‐term intentions and 46 per cent for long‐term intentions.

The study adds to the discussion of the relationship between perceived satisfaction, service quality and a customer's intentions to recommend a bank and/or remain a customer. The results also contribute to the development of more parsimonious models, suggesting that affective attitude, overall satisfaction, empathy and responsiveness together explain a large percentage of the variation in customers' intentions.

Based on this study's findings, banks can profile customers with potential for defection based on only four variables.

The results demonstrate the importance of satisfaction measures and some SERVQUAL dimensions in predicting loyalty in retail banking. It also found evidence that not all five SERVQUAL measures are needed to profile customers and predict loyalty.

Proposes a model to explain consumers’ willingness to recommend a service provider. The model considers four predictors of this phenomenon: affect, outcome, competency and courtesy. In a laboratory setting, subjects read and responded to a scenario describing a service encounter of a fictitious individual with a dry cleaner and/or an attorney. The subjects were later asked how likely they were to recommend this service provider to a friend experiencing a similar problem. Separate path analyses were performed to analyze each type of service encounter; and in both scenarios, outcome, competency, courtesy, joy and disgust were found to influence the likelihood that the consumer would recommend a particular service provider. The proposed model accounts for more than 72 percent of the variation in the subjects’ decision to recommend.

Customer referral programs (CRPs) are popular; however, they often generate low referral rates. The authors propose that certain CRP referral tasks may hinder consumers’ referral likelihood. This study aims to explore the effects of referral tasks (communication content and approach) on customers’ referral likelihood on social platforms and the role of self-construal.

This study establishes a theoretical model based on online social platforms and conducts three scenario-based experiments. The authors obtain data from consumers on Sojump platform and test the hypotheses using analysis of variance (ANOVA) analysis and mediation analysis in SPSS. The valid sample sizes for these three experiments are 288, 203 and 214, respectively.

Three experimental studies indicate that communication content and approach have a significant effect on referral likelihood. Furthermore, the effect of communication content on referral likelihood depends on the communication approach. Self-construal plays a moderating role in the effect of communication content and approach on perceived social costs.

CRPs typically involve tasks and rewards; consumers are asked to complete a referral task and then receive a reward. Both tasks and rewards can affect an individual’s willingness to participate; however, existing studies on CRP focus primarily on the reward component. To the best of the authors’ knowledge, this is the first study to systematically investigate the role of referral tasks (communication content and approach) in CRPs. The authors extend the related research by examining the impact of referral tasks on consumers’ willingness to recommend. In addition, this study introduces self-construal into CRPs research.

This paper studies the dimensions of brand image, focusing on the functions or value of the brand as perceived by consumers. In this way, four categories of functions are identified: guarantee, personal identification, social identification and status. By way of hypotheses, it has been proposed that these functions have a positive influence on the consumer’s willingness to recommend the brand, pay a price premium for it and accept brand extensions. The hypotheses have been tested in the Spanish sports shoes market and were partially supported. The results obtained confirm the convenience of analyzing brand associations separately and enable the ascertaining of the brand associations that are the most relevant in order to attain certain consumer responses.

Brand loyalty is investigated by examining actual past behavior and its impact on future behavioral intentions: in terms of expectation to purchase the same/another brand from the same/another retailer, as well as willingness to recommend the purchased brand and retailer from which it was purchased. Findings indicate that while not without its flaws, purchase expectations/intentions data remain a valid research metric. Furthermore, it would appear as if the brand/consumer interface offers greater predictive ability than the retail/consumer interface. Lastly, willingness to recommend does not seem to be influenced by past behavior, but the higher the respondent’s expectation to purchase a brand, the higher will be their willingness to recommend that brand. The same applies to retailer recommendation. Limitations are discussed, and directions for future research suggested.