scholarly journals Effects of employee engagement on customer responses: Examining the mediating role of customer engagement

2021 ◽  
pp. 031289622110572
Author(s):  
Fazlul K Rabbanee ◽  
B Ramaseshan ◽  
Revadee Vyravene
Keyword(s):  
Employee Engagement ◽  
Emotional Contagion ◽  
Jel Classification ◽  
Customer Engagement ◽  
Balance Theory ◽  
Length Of Service ◽  
Data Set ◽  
Customer Data ◽  
Mediating Role ◽  
Repeat Purchase

Drawing on emotional contagion theory, this study offers an integrated framework showing the effects of employee engagement (EE) on customer engagement (CE), repeat purchase and word-of-mouth (WOM). The data were collected from 65 employees and 352 customers of 28 retail stores using 2 separate survey instruments. A dyadic data set was created by matching customer data with the employee data corresponding to each store. The findings reveal that two key facets of EE – dedication and absorption – positively influence CE, which eventually influences WOM and repeat purchase. In line with balance theory, CE is found to fully mediate the effects of absorption on WOM and repeat purchase. Furthermore, employee length of service (ELS) is found to moderate the absorption on CE effects. Thus, the findings extend emotional contagion theory and balance theory by providing empirical evidence supporting the differential effects of the facets of EE on CE en route to WOM and repeat purchase. JEL Classification: M31

Understanding the Relationship Between Customer Satisfaction, Customer Engagement and Repeat Purchase Behaviour

2021 ◽  
pp. 097226292199259
Author(s):  
Devika Rani Sharma ◽  
Balgopal Singh
Keyword(s):  
Customer Satisfaction ◽  
Relationship Building ◽  
Customer Relationship ◽  
Mediation Effect ◽  
Customer Engagement ◽  
Mediating Role ◽  
Repeat Purchase ◽  
Building Activities ◽  
The Relationship

Emergence of technology has not only boosted the growth of customer engagement but has also paved way for customers to become active co-creators with the firms. Customer engagement activities are taking over the customer relationship building activities in the present scenario. Customers’ experience with a particular brand has its impact on satisfaction levels and their repurchasing intention in future as well. According to Rosetta Consulting report an engaged customer is likely to buy 90% more frequently and may spend 300% more than other customers. Hence, the present has tried to understand the mediating role of satisfaction on customer engagement in retaining the customers or persuading the customers to repurchase. The results show that there exists a significant mediation effect of customer satisfaction in influencing their repeat purchase behaviour.

scholarly journals Workplace aggression and organisational effectiveness: The mediating role of employee engagement

2018 ◽  
Vol 43 (4) ◽  
pp. 614-631 ◽  
Author(s):  
Anya Johnson ◽  
Helena Nguyen ◽  
Markus Groth ◽  
Les White
Keyword(s):  
Employee Engagement ◽  
Workplace Aggression ◽  
Jel Classification ◽  
Social Capital Theory ◽  
Healthcare Sector ◽  
Capital Theory ◽  
Important Indicator ◽  
Organisational Effectiveness ◽  
Mediating Role ◽  
Secondary Survey

We investigate the relationship between the prevalence of workplace aggression and two key outcomes: employee engagement and organisational effectiveness. Drawing on social capital theory, we propose that the level of employee engagement within the organisation helps explain the association between workplace aggression and organisational effectiveness. We used secondary survey data and an important indicator of organisational effectiveness in the healthcare sector (i.e. rates of hospital-acquired infections (HAIs)) from 101 hospitals in NSW, Australia. We found that hospitals with higher rates of workplace aggression had higher rates of patients with HAIs and that employee engagement was an important mechanism that helped explain this effect. These findings underscore the potential benefits of management policies and practices that are aimed at preventing workplace aggression and support greater employee engagement. JEL Classification: L120

Customer Engagement

2021 ◽  
pp. 49-65
Author(s):  
Sitara Bibi ◽  
Waseem UI Hameed ◽  
Bushra Anwer ◽  
Muneeba Saleem ◽  
Shafqat Ali Niaz
Keyword(s):  
Strong Relationship ◽  
Customer Engagement ◽  
Effective Strategy ◽  
Data Set ◽  
Customer Data ◽  
Creation Process ◽  
Comprehensive Knowledge ◽  
Clear Insight ◽  
Theoretical Foundations ◽  
Value Creation Process

Customer engagement (CE) has become a hot topic of today's business. It has been widely recognized as one of the most important drivers of a business's prosperity. Customer engagement (CE) is considered as a perfect predictor of firm's growth as it works as an effective strategy to build and maintain strong relationship between customers and firms. This chapter is aimed to explore the theoretical foundations of customer engagement (CE) and provides clear insight and comprehensive knowledge about customer engagement and CE models that widely used by firms to engage their customers, contribution of CE in value creation process, as well as barriers apparent in introducing customer engagement analytics and their capabilities of dealing with large customer data-set as well. This chapter is beneficial for a reason that it may provide a comprehensive knowledge about customer engagement to the academics (i.e., marketing students, scholars, and researchers) as well as practitioners of various industries.

scholarly journals Managing engagement in an emerging economy service

2019 ◽  
Vol 29 (5/6) ◽  
pp. 610-638 ◽  
Author(s):  
Fazlul K. Rabbanee ◽  
Mohammad Moinul Haque ◽  
Shanta Banik ◽  
Mohammad Majedul Islam
Keyword(s):  
Employee Engagement ◽  
Structural Equation ◽  
Psychological Safety ◽  
Emerging Economy ◽  
Relationship Commitment ◽  
Customer Engagement ◽  
Outcome Variable ◽  
Future Research ◽  
Data Set ◽  
Content Type

Purpose The purpose of this paper is to offer a better understanding of managing engagement in an emerging economy service. It explores the role of organisational climates for initiative and psychological safety as the key drivers of employee engagement (EE). It also examines the effects of EE on customer engagement (CE) and, in turn, on relationship commitment and switching intention. Design/methodology/approach Data were collected through a structured survey of service employees and customers of 69 bank branches in Bangladesh using two survey instruments. Responses were collected from 156 employees and 316 customers. A dyadic data set was created by matching customer data with the corresponding employee data collected from each bank branch. Structural equation modelling using AMOS (version 22.0) was employed for data analysis. Findings Organisational climates for initiative and psychological safety positively influence EE. In turn, EE significantly influences CE which has a significant impact on customer relationship commitment and switching intention. Research limitations/implications Future research could consider actual customer behaviour, such as repeat purchase, as the key outcome variable. Practical implications The findings emphasise that investment by service managers in organisational resources to facilitate favourable climates for initiative and psychological safety would engage employees at work, which would ultimately help to attain CE and commitment, and reduce switching intention. Originality/value This research extends the existing engagement literature with empirical evidence supporting two new EE drivers and two new CE outcomes. It offers a better understanding of managing engagement in the financial services industry of an emerging economy, focussing on the relationship chain from organisational climate to EE, CE and customer-based outcomes.

scholarly journals The Effect of Perceived Value and Satisfaction on Repeat Purchase

2020 ◽  
Vol 5 (4) ◽  
pp. 197-205
Author(s):  
Aprihatiningrum Hidayati ◽  
Ronny Kountur ◽  
Siti Nuraisyah Suwanda
Keyword(s):  
Service Quality ◽  
Path Analysis ◽  
Purchase Intention ◽  
Perceived Value ◽  
Jel Classification ◽  
Mediating Role ◽  
Service Companies ◽  
Repeat Purchase ◽  
Improve Service Quality ◽  
Training Service

Objective – This study set out to examine the effect of perceived value and satisfaction on repeat purchase. Training service companies are competing by encouraging their managers to increase repeat purchase. Methodology/Technique – Data from a survey of 300 customers of public training are used to scientifically verify the model. Path analysis is used to process the data. Findings – Results show that perceived value and satisfaction have indirect effect on repeat purchase through the mediating role of service quality. Satisfaction and perceived value are important predictors in enhancing service quality, but do not directly affect repeat purchase. Surprisingly, the direct effect on repeat purchases stems from service quality while recent researches suggest satisfaction is the antecedent. The findings suggest that training service companies should exert all efforts to improve service quality through service delivery training for their employees. Novelty - Most of the literature considers purchase as an attitudinal (namely purchase intention), while this study focuses on behavioural (namely repeat purchase) that consider to be more actual and impactful for companies’ sustainability. Type of Paper: Empirical. JEL Classification: M3, M31. Keywords: Path Analysis, Perceived Value, Repeat Purchase, Satisfaction, Service Quality Reference to this paper should be made as follows: Hidayati, A; Kountur, R; Suwanda, S.T. (2020). The Effect of Perceived Value and Satisfaction on Repeat Purchase, J. Mgt. Mkt. Review, 5(4) 197 – 205. https://doi.org/10.35609/jmmr.2020.5.4(1)

scholarly journals EMPLOYEES’ ENGAGEMENT AND CUSTOMERS’ LOYALTY FOR UTILITARIAN SERVICES: A MODERATED MEDIATION MODEL

2021 ◽  
Vol 9 (3) ◽  
pp. 398-405
Author(s):  
Sajjad Ahmad Afridi ◽  
Wajid Khan ◽  
Asad Javed ◽  
Muhammad Waseem ◽  
Kaleem Saifullah
Keyword(s):  
Employee Engagement ◽  
Reliability And Validity ◽  
Sampling Technique ◽  
Underlying Mechanism ◽  
Insurance Companies ◽  
Customer Engagement ◽  
Mediating Role ◽  
Moderated Mediation Model ◽  
The Impact

Purpose of the study: The present study aimed to determine the impact of employee engagement on customers’ loyalty through customers’ engagement. Moreover, this study also aimed to examine the moderating role of customers’ trust and the mediating role of customers’ engagement on the relationship between employees’ engagement and customers’ loyalty. Methodology: The data were collected from 220 insurance service users through a non-probability sampling technique. Data reliability and validity were confirmed through Cronbach’s alpha and confirmatory factor analysis and hypotheses were tested through Andrew F. Hayes model 7. Main Findings: Results show a significant direct effect of employee engagement on customers’ loyalty. Moreover, the findings confirmed the significant role of customers’ engagement as a mediator between employee engagement and customers’ loyalty. Results also confirmed customers’ trust moderating effect between employee engagement and customers’ engagement. Furthermore, the result confirmed the mediation of trust-based-customers engagement between the link of employee engagement and customers’ loyalty. Applications of this study: This study would have some positive repercussions for utilitarian services such as insurance services providers. For instance, this study's findings revealed the process through which companies can make customers more loyal. Insurance companies through their employees' engagement and customer engagement can make a dyade that can better explain customers’ loyalty. Novelty/Originality of this study: This study explored the underlying mechanism that links employee engagement to customers’ loyalty. Moreover, this study introduces a new term “trust-based engagement” as an important attribute in enhancing customers’ loyalty in general and particularly for insurance companies.

scholarly journals THE EFFECT OF CUSTOMER EMPOWERMENT AND CUSTOMER ENGAGEMENT ON MARKETING PERFORMANCE: THE MEDIATING EFFECT OF BRAND COMMUNITY MEMBERSHIP

2020 ◽  
Vol 21 (1) ◽  
pp. 30-38
Author(s):  
Anber Abraheem Mohammad
Keyword(s):  
Customer Satisfaction ◽  
Employee Engagement ◽  
Mediating Effect ◽  
Customer Engagement ◽  
Brand Community ◽  
Community Membership ◽  
Mediating Role ◽  
Marketing Performance ◽  
The North ◽  
Customer Empowerment

This study aimed at examining the mediating role of brand Community membership on the effect of customer empowerment and customer engagement on marketing performance. The population of the study contained students of universities in the North Region of Jordan. A total of 1320 questionnaires were administered to sample members, and 895 questionnaires were returned completed. Data analysis indicated a significant partial mediation of brand community in the effect of customer empowerment on customer satisfaction but not in the effect of customer engagement and customer loyalty.Interestingly, the results confirmed that employee engagement is more important for organisations to ensure customer loyalty. The effect of customer empowerment on customer satisfaction was mediated by the customer’s membership to the brand community. Thereupon, organisations should ensure put their customers’ engagement as a priority. Further research is required to investigate the predictability of both customer satisfaction and engagement using different samples from several settings.

Service Quality and Repeat Purchase: The Moderating Effect of Perceived Value, and Satisfaction

2020 ◽  
Vol 11 (1) ◽  
pp. 5-5
Author(s):  
Aprihatiningrum Hidayati ◽  
Agus W. Soehadi ◽  
Aji Hermawan ◽  
Hartoyo Hartoyo
Keyword(s):  
Service Quality ◽  
Direct Effect ◽  
Purchase Intention ◽  
Perceived Value ◽  
Moderating Variables ◽  
Mediating Role ◽  
Prior Literature ◽  
Repeat Purchase ◽  
Purchase Satisfaction

The purpose of this study is to examine the direct and indirect effect of these determinants on repeat purchase. Competitive training industries impose pressure on managers to increase repeat purchase. Even though service quality and repeat purchase are well studied in prior literature, their determinants such as perceived value and satisfaction have not been fully investigated together as moderating variables. Most of literature stated both of perceived value and satisfaction as independent variables. Besides, most of literature consider purchase as an attitudinal (namely purchase intention), while this study focus on behavioural (namely repeat purchase). Data from a survey of 300 customers of public training are used to empirically evaluate the model. Results indicate that perceived value and the satisfaction have no direct effect on repeat purchase. However, these constructs indirectly influence repeat purchase through the mediating role of service quality. Satisfaction and perceived value play a major role in enhancing service quality, but do not directly impact repeat purchase. Interestingly, the direct effect on repeat purchases stems from service quality while recent researches suggest satisfaction is the antecedent. The findings suggest that training companies should invest more resources aimed at enhancing service quality through service delivery training for their employees. Even though prior research has considered the concepts studied here, this study aims to empirically evaluate a variety of antecedent factors that potentially affect repeat purchase. Relationships are established utilizing data collected in Indonesia (an increasingly important consumer market) which adds value to extant knowledge in this area. Keywords: path analysis, perceived value, repeat purchase, satisfaction, service quali

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