Synchronizing relational benefits with customer commitment profiles

ABSTRACT

The literature no longer considers commitment to be a distinct variable. Instead, commitment represents a combination of affective, calculative, and normative dimensions for individual customers, resulting in the adoption of a person-centric view for its measurement. However, customer satisfaction as a result of confidence benefit, social benefit, and special treatment benefit may vary among customers with different commitment profiles which encourages variable-centric view. Considering both variable- and person-centric views, this study uses survey data to examine the impact of relational benefits on the satisfaction of customers with different commitment profiles. It also examines the moderation role of relationship age. With cluster analysis identifying three commitment profiles, findings from structural equation modeling confirmed that highly-committed customers expected excessive special treatment benefit; low-commitment customers preferred confidence benefit to reduce cognitive dissonance; while affective-dominance customers expected all three types of benefit proportionately. The study’s theoretical and practical contributions conclude the paper.     

浅谈新形势下如何稳定青年员工队伍

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新形势下高校创新型学生社团建设与创新人才培养

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信息技术产业创新发展的演化复杂路径研究

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The Three Faces of Labor: Sustainability and the Next Wave of Automation

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Factors Influencing Organic and Fair Trade Coffee Growers Level of Engagement with Cooperatives: The Case of Coffee Farmers in Mexico

We study the factors influencing the percentage of organic and fair trade certified coffee sold through a cooperative by growers of five cooperatives in Mexico. The percentage of coffee sold through the cooperative was used as a proxy of growers’ engagement with a cooperative. Using factor analysis and a fractional probit regression, we evaluated the proposition that the level of engagement can be explained by transaction cost economics, social norms and connections, and farmer and farm business characteristics. We found that farm size, uncertainty regarding cooperative time of payment to the members and cooperative commitment on price to be paid negatively influence the level of engagement. In contrast, asset specificity, relational commitment, and price have a positive impact on engagement. Our results may help cooperatives and policy makers to build strategies aiming to increase this level of engagement. This is relevant because lower grower engagement has been found to be positively correlated with weak performing cooperatives.     

The Moderating Role of Strategic Integration in Performance Improvement Through Purchasing Social Responsibility in Thailand

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Previous studies have indicated that travel satisfaction - the experienced emotions during, and cognitive evaluation of, a trip - can be affected by travel mode choice and other trip characteristics. However, as satisfactory trips might improve a person's attitude towards the used mode, persons may be more likely to use that same mode for future trips of the same kind. Hence, a cyclical process between travel mode choice and travel satisfaction might occur. In this paper we begin to analyse this process—using a structural equation modelling approach on cross-sectional data—for people who engage in walking and cycling for leisure trips in the Belgian city of Ghent. The focus on walking and cycling reflects recent studies indicating that active travel is often associated with the highest levels of travel satisfaction. Results of this exploratory analysis offer tentative support for the idea of a cyclical process: the evaluation of walking and cycling trips positively affects the respondents' attitude towards the respective mode, which in turn has a positive effect on choosing that mode.     

结构性去杠杆下的中国宏观经济*——2018年中期中国宏观经济分析与预测

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