Search results

To enhance their competitive advantage, firms are increasingly regarding customer-perceived value as a vital factor in advancing the level of service performance. This paper aims to explore how supermarket retailers select and implement market orientation (MO) and service innovation strategies to enhance customer-perceived value based on their investment.

A review of the related literature indicated that studies have rarely explored the meanings and outcomes of MO and service innovation. Therefore, this paper examined the roles of MO and service innovation, evaluating how these factors affected relationship quality and customer-perceived value in a supermarket context. Customer advocacy and customer participation were evaluated as the mediating variables, and six hypotheses were formulated. The data were collected by conducting a questionnaire survey of the customers from five of the largest Taiwanese supermarket retailers. A structural equation model was used to test the hypotheses based on the respondent sample data.

The results indicated that customer participation and relationship quality are positively related to customer-perceived value. Customer advocacy is positively related to customer participation and relationship quality. MO and service innovation are positively related to customer advocacy.

The high explanatory power of the results of the deduced model in this research help explain the MO and service innovation of supermarket retailers toward customers. However, the collection of data related to other retailers requires consumers in other countries to test the robustness of this theoretical model. The results of analyses conducted on other industries and in other countries may differ.

This paper investigated how the MO and service innovation capabilities of supermarket retailers contributed to their customer advocacy to achieve superior customer participation, customer relationship quality and customer-perceived value.

This paper investigates the effect of MO and service innovation on relationship quality and perceived value, and regards customer advocacy and customer participation as mediators.

This paper aims to explore the enhancement of value-added characteristics in strategic supply management by considering manufacturers’ willingness, opinions on relational governance and the effect of relational governance on relationship value.

After a literature review, this study identified the antecedents of relational governance affecting manufacturers, and explored the effect of relational governance on relationship value, taking relationship quality and interfirm learning as the intervening constructs. Data collected from 259 valid questionnaires completed by purchasing managers for the top 2,000 Taiwanese manufacturers were assessed using a structural equation model.

The results indicated that relational governance is directly and positively correlated with relationship quality and interfirm learning; relational quality and interfirm learning are directly and positively correlated with relationship value; and consumer orientation and management innovation are directly and positively correlated with relational governance.

The high explanatory power of the results of the deduced model in this research helps to explain the relational governance of manufacturers toward the suppliers. However, the factors affecting the sustainability of cooperative relationships in service contexts might differ.

Relational governance complements the adaptive limits of contracts by fostering the continuance of exchange and entrusting both parties with mutually agreeable outcomes. Relational governance affects manufacturers’ ability to flexibly adapt and overcome uncertainty in the supply chain relationship.

This study investigated the relationship among governance features that support interorganizational relations and developed precise measures of relational governance. The effect of relational governance on the evaluation of relationship value was examined.

To explore the factors affecting continuity of cooperative electronic supply chain relationships in Taiwanese motor industry.

This study has developed a research framework that integrates the three perspectives of resource dependence, risk perception, and relationship marketing to identify the factors affecting the continuity of a cooperative electronic supply chain. After constructing a structural equation model, empirical testing on 851 raw material and spare parts suppliers for the Taiwanese motor industry was conducted.

All path coefficients in the proposed model were statistically significant, and were as hypothesized. Resource dependence, trust, and relationship commitment are positively related to the continuity of the cooperative electronic relationship. Risk perception is negatively related to the continuity of the cooperative electronic relationship.

This paper has theoretically developed an extensive set of interrelationships among these variables (resource dependency, perceived risk, trust, relationship commitment, and continuity of cooperative electronic relationships), illustrating their comparative effects on supplier intention to use the internet for on‐line transactions.

This empirical study provides consistent support for the proposed business‐to‐business (B2B) e‐commerce acceptance model. Given the high explanatory power of the resulting model, it is likely to serve as the basic model for predicting supplier behavior, and the continuity of enhanced understanding of cooperative electronic relationships.

Previous studies did not fully address the relevant influential factors related to the continuity of cooperative electronic supply chain relationships or the causal relationships among these factors. The primary contribution of this research is the integration of constructs associated with resources, environmental uncertainty, and relationship marketing, into a coherent model that jointly predicts supplier acceptance of e‐commerce.

Customer loyalty is crucial for firms to generate positive returns. Creation of customer loyalty is a challenge for service firms because switching service firms can represent a risk. The purpose of this paper is to examine how wealth managers select and implement corporate social responsibility (CSR) and service innovation strategies to influence customer loyalty.

A review of the related literature indicated that scant studies have determined the meanings and outcomes of CSR and service innovation. Therefore, the roles of CSR and innovation were examined in this study to evaluate how these factors affect customer loyalty in a wealth management context. The authors evaluated customer advocacy, relationship quality, and relationship value as mediating variables, and formulated six hypotheses. Data were collected using a questionnaire survey distributed to wealth management customers in Taiwan. All the hypotheses were verified using a structural equation model and data collected from the respondents.

The results indicated that relationship quality and value are positively related to customer loyalty, and customer advocacy is positively related to both relationship quality and value. In addition, CSR and service innovation are positively related to customer advocacy.

This research was limited to collecting data related to specific service providers, and therefore consumers in other countries should be examined to test the robustness of the theoretical model. The results of analyses conducted on other industries and in other countries might differ.

In the wealth management service context, CSR and service innovation capabilities contribute to customer advocacy, which can achieve superior relationship quality, relationship value, and customer loyalty.

This paper contributes to investigations on the effect of CSR and service innovation on customer loyalty by adopting customer advocacy, relationship quality, and relationship value as mediators.