Comparing the main effects and moderating effects of education among three models in IT service: a quantitative approach

This study examines the formation of relationship quality and loyalty for an ISP (Internet service provider). Three conceptual models are tested for comparison. In the models, relational selling behavior, network quality, and service recovery indirectly influence loyalty with an ISP through the mediation of relationship quality. That is, in model 1, relationship quality is examined as a single construct, rather than the second-order construct comprising satisfaction and trust in model 2. In model 3, satisfaction and trust are examined as two different constructs. Customer education moderates several paths of the three models. The moderating effects are simultaneously examined using data from customers of a Taiwan’s leading ISP. The test results indicate that the influence of satisfaction on loyalty and that of network quality on satisfaction are stronger for low education customers than high education customers, while the influence of trust on loyalty and that of network quality on trust are stronger for high education customers than low education customers. Furthermore, the influences of relational selling behavior and service recovery on satisfaction and trust are similar for both high education customers and low education customers. Implications of the empirical findings are also discussed.     

Loyalty to supervisor and trust in supervisor of workers in Chinese joint ventures: a test of two competing models

This study examines the factors affecting joint venture employees' loyalty to supervisor in the People's Republic of China. The trust framework and justice framework are employed to develop two competing models for studying the antecedents and consequences of loyalty to supervisor in the context of Chinese joint ventures. The direct effect model proposes that there is a direct effect of employees' perception of interactional justice and of trust in supervisor on their loyalty to supervisor, while the mediation model considers trust in supervisor as a mediating variable between interactional justice and loyalty to supervisor. Additionally, the two models suggest that loyalty to supervisor affects the in-role job performance and organizational citizenship behaviour of workers. The results showed that the mediation model was better supported than the direct effect model. It has been found that trust in supervisor mediates the relationships between interactional justice and loyalty to supervisor. In addition, loyalty to supervisor has significant effects on both employees' performance and organizational citizenship behaviour. Practically, the findings of the present study provide considerable implications for managing Chinese workers in joint ventures.     

Prosocial customer in the public sector: A PLS-SEM analysis applied to blood donation (active donors)

The act of donating blood creates social and public value (as a transformative service), but donors do not always repeat, so this study analyses the antecedents of attitudinal loyalty in donors. In addition, this research identifies active donor profiles to design personalised strategies to increase customers’ attitudinal loyalty. An online survey was conducted with 30,619 active donors who have donated blood at least once over the past two years. The study applies a quantitative modelling model called Partial Least Squares-Structural Equation Modelling (PLS-SEM). Analyses confirmed that motivations, obstacles and service quality influence satisfaction and donor attitudinal loyalty. Also, three active donor clusters were identified, as donation centres must adjust to each cluster to create value for society. This research contributes to understanding the factors that increase donor loyalty and closing a gap in the literature on prosocial consumer behaviour, and thereby other public services that depend upon the willingness of the individual. Furthermore, this approach enables the design of a more effective policy agenda and helps to focus public investment on developing strategies to engage willing and experienced donors.     

以人为本的企业员工忠诚孕育、发展的内部管理机制

影响员工忠诚的因素有社会因素、员工自身、企业组织,前两类因素对员工忠诚的影响是直接的,而企业组织对员工忠诚的影响往往通过员工的工作满意感以及组织公平感等心理感受类中介变量产生作用。因此,以信任为基石,以人为中心的网络忠诚管理模型是培育、发展员工忠诚的企业有效的内部管理机制。     

感知服务质量与顾客满意和顾客忠诚关系的实证研究

在实践中,中国服务业发展迅速,但营销水平有待提高,很多管理人员对营销以及服务管理的理解有限。在理论中,对感知服务质量各个维度、顾客满意和顾客忠诚之间的关系讨论很多,尚无定论。实证研究发现,是顾客满意正向影响感知服务质量各个因子,而不是相反,说明基于交易的顾客满意会影响对服务进行长期综合评价的感知服务质量。只有忠诚度一个因子影响顾客忠诚,因此企业在培养忠诚顾客上应该有所侧重。顾客满意和顾客忠诚的关系被验证并非线性关系,在线性方程模型中未能验证成功。     

商店形象契合对传统零售商线上顾客忠诚的影响研究

本文采用回归分析方法检验了商店形象契合的不同维度、线上顾客信任、线上顾客忠诚之间的关系.研究结果表明:商品形象契合、价格形象契合、便利形象契合、服务形象契合均对线上顾客信任具有显著正向影响;价格形象契合、便利形象契合、服务形象契合对线上顾客忠诚具有显著正向影响.其中,线上顾客信任在价格形象契合与线上顾客忠诚中起完全中介作用;在便利形象契合、服务形象契合与线上顾客忠诚中起部分中介作用.     

Enhancing online-to-offline specific customer loyalty in beauty industry

Customer loyalty is one of the core values for business success in beauty industry; however, there is insufficient research on weighing the importance of critical factors contributing to customer loyalty for the industry. This study, for the first time, investigates and ranks empirically the critical factors contributing to O2O specific customer loyalty in beauty industry by using Analytical Hierarchical Process. Results show that customer satisfaction, customer’s perceived switching costs, customer trust, corporate image and customer value positively influence O2O specific customer loyalty (in decreasing order of importance). Attributes contributing to the five critical factors have also been studied and ranked.     

关系营销策略对客户忠诚的影响

本文利用可置信承诺界定关系营销策略的内涵,在此基础上探讨关系营销策略到客户忠诚的影响途径,认为它是一个从心理到行为逐步过渡的过程,正是客户关系质量的三个层次:满意、信任、关系承诺完成了客户从心理依赖到行为忠诚的转变,最后通过引入客户个体因素对该影响途径进行扩展分析。     

酒店业会员制对顾客忠诚度的影响研究——以深圳城市客栈为例

顾客忠诚是顾客保持与企业良好关系的强烈意愿,企业实行会员制的最终目的是提高顾客的忠诚度。本文以深圳市城市客栈为研究对象,通过问卷调查和实证分析得出结论:顾客的期望、顾客对产品和服务的感知以及顾客对价值的感知影响顾客的忠诚;长期性、可靠性、人际关系、企业形象声誉,影响顾客的忠诚;机会成本、沉没成本、风险成本、搜索成本和认知成本,影响顾客的忠诚。在管理上,应通过提高会员满意度、会员关系信任、会员转换成本建立顾客忠诚。     

An integrated model of the effects of service evaluation,corporate image,and switching barriers on customer loyalty

The purpose of this study was to examine the relationships between service evaluation, corporate image, switching barriers, and customers’ intentional loyalty. The proposed model was tested and valuated in the mobile services context. A field survey was conducted using a structured questionnaire about the investigated concepts. To test the proposed hypotheses, a model was constructed and estimated using the method of partial least squares. Findings indicate that service evaluation constructs have both direct and indirect effects, through customer satisfaction and corporate image, on customers’ intentional loyalty. The outcomes suggest that marketers, in their effort to develop more customer-oriented marketing plans, should consider both the pool-in factors, reflecting the value of the provided services, customer satisfaction, and corporate image, and the interactions among them, as well as the push-back factors, as they all impact on customers’ behavioral intentions. The research was limited to one service setting and the proposed model should be cross-validated in other service settings before the relationships among its components are fully clarified. Also, the use of cross-section design reduces inference ability regarding temporal changes in research constructs. This article contributes in adding to the body of the existing knowledge by considering both corporate image and switching barriers, along with service evaluation constructs, as antecedents of consumer’s intentions determination, resulting in a model that has not been investigated thus far.     

基于顾客感知价值的卷烟产品品牌忠诚模型构建及实证研究

基于我国卷烟行业存在的现实问题和理论研究方面的不足,本文探索了品牌信任和顾客感知价值(健康价值、经济价值和社会情感价值)、顾客满意等对消费者忠诚的影响情况,进而构建了卷烟产品品牌忠诚模型并进行了实证分析,初步理清了变量间的复杂因果关系链。最后,对卷烟企业提高顾客品牌忠诚度提出了相应的对策和建议。     

The relationship between ‘high-performance work practices’ and employee attitudes: an investigation of additive and interaction effects

In order to improve our understanding of mediating variables inside the ‘black box’ of the firm's labour management, this paper examines the relationship between high-performance work system (HPWS) practices and employee attitudes. Using a randomly selected, national population sample, clear evidence was found for a positive relationship between HPWS practices and the attitudinal variables of job satisfaction, trust in management, and organizational commitment, implying that HPWS can provide win-win outcomes for employees and employers. However, the study also tests – from an employee perspective – the ‘complementarities thesis’ and finds negative interaction effects among HPWS practices. This strengthens the argument that there are likely to be limits to the positive outcomes of HPWSs for employees. Evidence of sequencing in the employee attitudinal responses to HPWSs was also found, with job satisfaction as the key mediating variable.     

基于品牌社群社会资本和消费体验的品牌忠诚培育研究

品牌社群是一种由消费者、企业、品牌和产品等一系列要素组成的社会关系网络,它对社群成员态度和行为方式有着深刻的影响。当前品牌社群研究的主要内容是品牌社群对品牌忠诚的作用机理。本文以社会资本理论和消费体验理论为基础,从品牌忠诚的行为忠诚和态度忠诚两个角度出发,构建品牌忠诚培育的作用机理模型,并从创新培育独特的品牌社群、提供优质的品牌社群社会资本、提升品牌社群的消费体验等方面,探讨了品牌忠诚培育的思路和策略。     

Altruistic values,satisfaction and loyalty among first-time blood donors

This article is related to the recently initiated discussion on mechanisms of charitable giving and the lack of research on the mix of those mechanisms. On the basis of a comprehensive and interdisciplinary literature review in the area of blood donation management (1970–2010), the authors found that pure altruism, respectively altruistic values, is very often seen as the most important mechanism for giving blood the first time and, moreover, for building blood donor loyalty. This study argues that more knowledge on the mix of mechanisms in blood giving is needed. Therefore, this research examined the impact of altruistic values and the donors' satisfaction with the treatment on blood donor loyalty. Using survey data of the German Red Cross (N = 2149), the authors found that the impact of satisfaction with the treatment on blood donor loyalty is higher compared with altruistic values. Consequently and as one managerial implication, satisfaction measurement and management systems should be reflected more critically by blood donation centres in order to increase blood donations in the future. Copyright © 2011 John Wiley & Sons, Ltd.     

Green marketing as an environmental practice: The impact on green satisfaction and green loyalty in a business-to-business context

Many companies have developed a green marketing strategy, aimed at promoting and selling green environmental products. While the majority of articles on this topic report on studies in a business-to-consumer setting, this research focusses on the impact of green marketing strategies on the satisfaction and loyalty of professional buyers in a business-to-business setting. Hypotheses were tested with survey data from 148 Dutch professional purchasers in the cleaning industry. The results emphasize the impact and importance of product quality, product price and corporate image. The most notable and strong impact on satisfaction and loyalty was found for the salesperson expertise.     

Value-creating functions,satisfaction and loyalty in business markets: a categorical variable approach using a robust methodology under structural equation modeling

This paper studies the effect of the value-creating functions on satisfaction and loyalty in business markets. The conceptual framework that depicts a direct effect of the manufacturer’s value-creating functions on the distributor’s satisfaction and loyalty also considers the existence of quadratic effects between satisfaction and loyalty. We used polychoric correlations (Br J Math Stat Psychol 48:339–358, 1995), together with a robust methodological approach, to analyze categorical variables under structural equation modeling (SEM) in EQS. The empirical results are based on a sample of 181 manufacturing companies located in Spain. By using the aforementioned efficient analytical procedure, the results provide strong empirical support that value creation, understood from a functionalist perspective, is an antecedent of satisfaction and loyalty in business-to-business contexts. Distributor satisfaction is significantly affected by the benefit, volume, and safeguard functions, and the indirect value-creating functions performed by the manufacturer. Distributor loyalty is directly influenced by the indirect value-creating functions, but there is no confirmation that the benefit, volume, and safeguard functions do so. Finally, distributor satisfaction does not exert any significant quadratic effect on distributor loyalty but it has a direct linear effect on that variable.     

TQM practice in maquiladora: Antecedents of employee satisfaction and loyalty

In this study, we investigate the transferability of TQM practices to offshore manufacturing firms by validating direct and indirect relationships among top management commitment, HR-focused TQM practices, employee satisfaction, and employee loyalty. Our research objective is to isolate critical TQM practices that would enhance employee satisfaction and loyalty among maquiladora workers. On-site surveys were conducted at two leading maquiladora firms that have long implemented TQM. The statistical results indicate that employee empowerment, teamwork, and employee compensation have a significant and positive influence on employee satisfaction. The improved employee satisfaction leads to a higher level of employee loyalty. In addition, the results indicate that the effects of top management commitment on employee empowerment and teamwork are significantly mediated by employee training, implying that the success of employee empowerment and quality teams can be dependent upon the level of employee training.     

Trust restoration: an examination of senior managers' attempt to rebuild employee trust

This article advances discussions surrounding the extent to which senior management can rebuild damaged trust relationships in a context where the founding principle of respect had been contravened. More specifically, our article is concerned with a senior management team's attempt to regain trust through addressing workplace bullying. The study draws on a quantitative methodology where the population of the case study organisation were surveyed (n = 206) at two points in time (2004 and 2007). The findings revealed that managements’ actions had a significant effect on perceptions of bullying. T‐tests, however, provided only partial support for the notion that trust had improved as a result of management actions. In particular, there were significant differences in the levels of loyalty and benevolent motives and also openness, whereas no significant changes were observed for other dimensions of trust (integrity, competence, consistency and respect).     

Does contingent pay encourage positive employee attitudes and intensify work?

This article explores the relationships between three dimensions of contingent pay – performance‐related pay, profit‐related pay and employee share‐ownership – and positive employee attitudes (job satisfaction, employee commitment and trust in management). The article also examines a conflicting argument that contingent pay may intensify work, and this can detract from its positive impact on employee attitudes. Of the three contingent pay dimensions, only performance‐related pay had direct positive relationships with all three employee attitudes. Profit‐related pay and employee share‐ownership had a mix of negative and no significant direct relationships with employee attitudes, but profit‐related pay showed U‐shaped curvilinear relationships with all three employee attitudes. The results also indicated that performance‐related pay is associated with work intensification, and this offsets some of its positive impact on employee attitudes.     

The bright side and dark side of trust: The mediating effect of franchisor trust on performance

Previous literature has not examined the dual role of trust in franchise relationships. We extend the franchise and relational governance literature by showing that trust has both a “bright side” and a “dark side” in franchisor–franchisee relationships. Based on transaction cost and knowledge-based reasoning, we argue that intangible knowledge assets and environmental uncertainty have an indirect effect on performance via trust, due to its relational risk and knowledge exchange effect. Using data from the franchise sector in Germany, we show that trust positively mediates the impact of intangible knowledge assets and negatively mediates the impact of environmental uncertainty on franchisor performance. The first effect refers to the “bright side” of trust showing that intangible brand name assets increase trust which, in turn, has a positive effect on performance. Conversely, the second effect refers to the “dark side” of trust highlighting that environmental uncertainty diminishes trust resulting in a negative effect on performance.