Searching for new saving behavior theories

2014 ◽  
Vol 32 (4) ◽  
pp. 279-299 ◽  
Author(s):  
Kent Eriksson ◽  
Cecilia Hermansson
Keyword(s):  
Social Exchange ◽  
Financial Services ◽  
Model Development ◽  
Customer Relationships ◽  
Customer Relationship ◽  
Theoretical Research ◽  
Marketing Theory ◽  
Savings Behavior ◽  
Content Type ◽  
Saving Behavior

Purpose – The purpose of this paper is to develop a model of bank advisor/customer relationships and customer saving behavior. Design/methodology/approach – The research is a theoretical review and model development of savings behavior and bank advisor/customer relationships. The review is used for the development of a model of bank advisor/customer relationships, and their effect on savings behavior. Findings – Findings are a model that distinguishes three kinds of exchange (relational, interimistic, and transaction) in between bank advisor and customer. The three kinds of exchange then influence customer savings behavior. Research limitations/implications – The implications of this research is that it points to that relationship marketing theory can be used in the analysis of how bank advisors influence customer savings behavior. Practical implications – For regulators and financial services firms, these findings point to how the role of bank advisors for consumer savings behavior can be analyzed. This is important, as much policy work presumes that advisors influence customer savings behavior, but the knowledge base for that presumption needs to be better understood. Social implications – The paper contributes toward a better understanding of the social exchange between bank employees and customers as regards savings products. Originality/value – This paper is original because it includes many theoretical research fields, and because it connects the bank advisor and customer relationship with the customer's savings behavior.

Understanding intentions to reduce energy consumption at the workplace by the employees: case of a developing country

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Amna Akhound ◽  
Aseem Majeed Rizvi ◽  
Waqar Ahmed ◽  
Muhammad Nadeem Khan
Keyword(s):  
Energy Saving ◽  
Structural Equation ◽  
Energy Use ◽  
Energy Savings ◽  
Theoretical Research ◽  
Equation Modeling ◽  
Survey Method ◽  
Content Type ◽  
Saving Behavior ◽  
Save Energy

PurposeEnergy-saving behavior of individuals is essential to minimize energy use and reduce the emission of toxic gases. This study's actual focus is to find out the determinants of the energy-saving behavior of individuals in the workplace.Design/methodology/approachAs a theoretical research model, the extended theory of planned behavior (TPB) has been used to analyze the determinants of energy-saving intentions. A survey method is used to collect 289 valid data, and structural equation modeling (SEM) is used to analyze the data.FindingsThe final result shows that the variables attitude at home, subjective norm (SN) and descriptive norms positively impact intention to save energy at the workplace. In contrast, the construct attitude and perceived behavior control is insignificant in this research. On the other hand, the personal moral norm (PMN) is a powerful predictor of individual energy-saving intentions at the workplace.Originality/valueThis research provides insights that will help the organizations understand the behavior of individuals at the workplace for energy-saving intentions to formulate such policies that will enhance individuals' practice for energy savings.

The emergence of the customer relationship portfolio of a new venture: a networking process

2019 ◽  
Vol 34 (5) ◽  
pp. 1066-1078 ◽  
Author(s):  
Antonella La Rocca ◽  
Andrea Perna ◽  
Andrea Sabatini ◽  
Enrico Baraldi
Keyword(s):  
Single Case ◽  
New Ventures ◽  
Cumulative Effect ◽  
Customer Relationships ◽  
Customer Relationship ◽  
New Venture ◽  
Supplier Relationships ◽  
Content Type ◽  
Early Relationships ◽  
Network Capability

Purpose While several studies have focused on the initial phases of new ventures and their first customer and supplier relationships, we have a limited understanding of how the new venture’s portfolio of customer relationships emerges. This paper aims to explore the emergence of the customer relationship portfolio of a new venture and to investigate the effects of early relationships on subsequent ones. Design/methodology/approach Methodologically, the authors rely on a longitudinal single case study of a new venture which develops, implements and sells customized cost-management software. The study is exploratory and based on 24 in-depth interviews. Findings The findings show that the development of a customer portfolio depends on the cumulative effect of heterogeneous elements and network connections. These include the initial link between the new venture and the first customer and a subsequent series of interconnections that develop with the emerging network capability of the new venture. Originality/value As one of the few studies that explore the emergence of new ventures’ customer relationship portfolio, this study demonstrates the value of applying a relational/network approach for studying relationship portfolio dynamics.

Relationship marketing: looking backwards towards the future

2017 ◽  
Vol 31 (1) ◽  
pp. 11-15 ◽  
Author(s):  
Adrian Payne ◽  
Pennie Frow
Keyword(s):  
Relationship Marketing ◽  
Research Priorities ◽  
Customer Relationships ◽  
Customer Relationship ◽  
Dark Side ◽  
Future Research ◽  
Policy Makers ◽  
Content Type ◽  
A Value ◽  
The Future

Purpose This paper aims to review the growth and development of the field of relationship marketing and, through a consideration of this body of work, identifies key research priorities for the future of relationship marketing. The paper also delineates the frequently confused associated concepts of customer relationship management and customer management and considers how they fit within the broader concept of relationship marketing. Design/methodology/approach This paper undertakes a review of the relationship marketing literature, supplemented by the authors’ on-going interactive research with managers. Findings The paper reviews alternative approaches to relationship marketing, reflects on the development of the field of relationship marketing and identifies three critical priorities for future research in relationship marketing. Practical implications The research priorities that are identified in this paper represent important priorities for scholars, managers, regulators and policy makers. Originality/value Although there is now a substantial body of research on relationship, marketing, much of this work focuses on the customer-firm dyad, with a smaller body of work focusing on a broader range of stakeholders. This paper argues for the broadening of the role of relationship marketing to consider ecosystems; the need for firms to shift from a value-in-exchange to a value-in-use perspective when addressing customer relationships; and the critical need to address “dark side” behaviour and dysfunctional processes in relationship marketing.

scholarly journals Social and technical chains-of-effects in business-to-business (B2B) service relationships

2020 ◽  
Vol 54 (6) ◽  
pp. 1225-1246 ◽  
Author(s):  
Russel P.J. Kingshott ◽  
Piyush Sharma ◽  
Smitha Ravindranathan Nair
Keyword(s):  
Social Exchange ◽  
Customer Loyalty ◽  
Online Survey ◽  
Customer Relationships ◽  
Service Firms ◽  
Content Type ◽  
Online Platforms ◽  
Service Relationships ◽  
The Social ◽  
Business To Business

Purpose This paper aims to combine the social–technical systems and social exchange theories with the resource-based view of the firm, to investigate how business-to-business (B2B) service firms manage their social and technical resources to manage customer relationships. Design/methodology/approach An online survey-based study with 321 managers working in Australian small and medium (SME) firms is used to test hypotheses about the sequential and substitutional impact of four social and technical resources (service quality, satisfaction, trust and commitment) on customer loyalty, using both offline and online platforms. Findings The findings show that both social and technical chains of effects are viable channels for B2B service firms to build customer loyalty; however, mixing of both social and technical resources results in the weakening of both these chains. Research limitations/implications The results based on B2B service relationships between Australian SME firms and their banks may not be generalizable to other contexts. Practical implications This research would help managers in B2B service firms understand the pitfalls of combining their social and technical resources because it may hamper their ability to build customer loyalty. Hence, they need to learn how to synergize their marketing resources across both offline and online platforms to achieve optimal results. Originality/value This research introduces social and technical chains of effects as a novel way to examine the ability of B2B service firms to optimize their social and technical resources in a synergistic manner to build and nurture stronger customer relationships.

scholarly journals CRM in the digital age: implementation of CRM in three contemporary B2B firms

2015 ◽  
Vol 17 (1) ◽  
pp. 2-19 ◽  
Author(s):  
Heini Sisko Maarit Lipiäinen
Keyword(s):  
Social Media ◽  
Customer Relationships ◽  
Customer Relationship ◽  
Research Approach ◽  
Empirical Examination ◽  
Content Type ◽  
The Future ◽  
Collaborative Working ◽  
Media Systems ◽  
Media Channels

Purpose – The purpose of this study was to contribute to the current discussion on digitization in companies’ marketing from a customer relationship management (CRM) perspective by examining the role and objectives of CRM and the exploitation of social media to serve the objectives of CRM in contemporary business-to-business (B2B) companies. Design/methodology/approach – The data are collected through semi-structured themed interviews with key marketing/sales managers from three B2B firms. Findings – CRM seems to be moving closer to the company’s core activity and becoming everybody’s business to a greater extent than ever before, but its main goal, to enhance customer relationships, will not necessarily change. Understanding the customer is vital and requires different functions to cooperate closely to ensure the firm has the best possible understanding of its customers. Public social media tools played almost no part in CRM, but closed social media systems might have potential in the future. Research limitations/implications – The chosen research approach limits the generalization of the results. Practical implications – It seems likely that firms will benefit from a collaborative working style over the traditional silo approaches. For B2B firms, public social media does not seems to be the most suitable source to serve CRM but private social media channels might have potential in the future. Originality/value – The lack of empirical examination of the change from company ecosystem to customer ecosystem from a CRM perspective, and the lack of research on social media for CRM in the B2B context, determines the purpose of this study. Furthermore, digitization is a rather new and unstructured phenomenon and many companies are still considering how to reconcile to it.

The impact of customer knowledge and customer relationship management on service quality

2014 ◽  
Vol 6 (1) ◽  
pp. 77-96 ◽  
Author(s):  
Shu-Mei Tseng ◽  
Pin-Hong Wu
Keyword(s):  
Service Quality ◽  
Customer Relationship Management ◽  
Management Practices ◽  
Relationship Management ◽  
Customer Relationships ◽  
Customer Relationship ◽  
Future Research ◽  
Customer Knowledge ◽  
Content Type ◽  
The Impact

Purpose – Enterprises realize that customers are their most important asset and recognize that a high level of customer satisfaction can only be achieved by enhancing service quality. Thus, how enterprises acquire customer knowledge by which to initiate and maintain customer relationships, as well as to enhance service quality has become an important issue. The paper aims to discuss these issues. Design/methodology/approach – This study uses a questionnaire and statistical analytical techniques to explore the impact of customer knowledge and customer relationship management (CRM) on service quality. Findings – The results indicated that customer knowledge has a positive influence on service quality and CRM is the partial intervening variable between customer knowledge and service quality. That is, customer knowledge enhances the CRM, while CRM, in turn, increases service quality and provides competitive advantages. Research limitations/implications – This research explored the impact of customer knowledge and CRM on service quality based on the company's perception and there was no validation on the customers' perception of the company. Therefore, it is suggested that future research should involve company staff, current customers, and latent customers to strengthen the triangulation. Practical implications – The results found that customer knowledge is indeed an important source of competitive advantage. Hence, enterprises should acquire valuable customer knowledge in order to enhance the relationship with customers, as well as enhance their service quality. Originality/value – There is still little related literature investigating the relationships amongst customer knowledge, CRM, and service quality. Hence, this study applies questionnaire methods as the main research tools in order to conduct an in-depth investigation into the influence of customer knowledge and CRM on service quality. Furthermore, this research is expected to provide enterprises with valuable suggestions for management practices.

Defending the frontier: examining the impact of internal salesperson evasive knowledge hiding on perceptions of external customer outcomes

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Nawar N. Chaker ◽  
Edward L. Nowlin ◽  
Doug Walker ◽  
Nwamaka A. Anaza
Keyword(s):  
Social Exchange ◽  
Social Exchange Theory ◽  
Customer Relationships ◽  
Exchange Theory ◽  
Environmental Dynamism ◽  
Content Type ◽  
External Customer ◽  
Knowledge Hiding ◽  
The Impact ◽  
Customer Outcomes

Purpose Salespeople frequently face the predicament of wanting to protect their market knowledge from coworkers while not appearing recalcitrant. Considering the choice of disclosing information or refusing to disclose, they may choose a third option: appearing to share knowledge while concealing substantive information, which this study calls evasive knowledge hiding. This study surmises that the consequences of these choices impact perceptions of customer outcomes. Using social exchange theory, the purpose of this article is to examine the internal relational antecedents and perceptions of external customer outcomes of evasive knowledge hiding, as well as the moderating effects of pushover manager and environmental dynamism. Design/methodology/approach A moderated mediation model was used to analyze survey data from 234 business-to-business salespeople. Findings Internal competition and coworkers’ past opportunistic behavior increase evasive knowledge hiding. These effects are attenuated if the manager is not a pushover. Evasive knowledge hiding decreases perceptions of external customer outcomes, particularly at low levels of environmental dynamism. Research limitations/implications Data was collected from salespeople, which presents a look from perpetrators themselves. While directly observing salespeople was the goal, sourcing and matching customer and manager data would only strengthen the results. Practical implications Salespeople evasively hide their knowledge if it is in their best interest, which may unwittingly hurt perceptions of customer outcomes. Originality/value This study formally introduces salesperson evasive knowledge hiding into the marketing and sales literature. The research highlights the dark side of social exchange theory by demonstrating how internal coworker relationships affect perceptions of external customer relationships via evasive knowledge hiding. This study also introduces pushover manager as an enabling moderating variable.

Development of a sustainable brand identity model: fostering the implementation of SDGs in the Brazilian power sector

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Adriana Cristina Ferreira Caldana ◽  
Marina Lourenção ◽  
Caroline Krüger ◽  
Adriana Fiorani Pennabel ◽  
Neusa Maria Bastos Fernandes dos Santos
Keyword(s):  
Identity Management ◽  
Participant Observation ◽  
Model Development ◽  
Brand Identity ◽  
Marketing Theory ◽  
Power Sector ◽  
Content Type ◽  
Theoretical Contribution ◽  
Identity Model ◽  
Practical Implications

PurposeThis study aims to develop a sustainable brand identity model to help organizations align their managerial practices to sustainable development goals (SDGs) and examine its applicability for a Brazilian electrical sector company.Design/methodology/approachA systematic qualitative review of the literature was carried out to provide a theoretical basis for the attributes chosen to compose the sustainable brand identity management (SBIM) model. To apply the model, the authors collected the data from internal and public domain documents, semi-structured in-depth interviews and non-participant observation of the company's work environment.FindingsThe first SBIM model was developed. The Brazilian power sector company implemented sustainable actions related to most of the models' attributes, contributing to the SDGs. A research agenda was presented.Research limitations/implicationsThe theoretical contribution is provided toward brand identity and sustainability literature with the sustainable brand identity model development and the conceptual explanation regarding its attributes.Practical implicationsThe practical implications are provided from the model application to an electrical company leading to some managerial suggestions that might be used to companies willing to align their practices to sustainability.Originality/valueThe studies on SDG and brand identity models were analyzed in order to create the first SBIM model. This article extends the concept of the brand identity of marketing theory by linking its core to sustainability actions, so far not addressed in academic studies.

Customer relationship challenges following international acquisitions

2014 ◽  
Vol 31 (3) ◽  
pp. 259-282 ◽  
Author(s):  
Christina Öberg
Keyword(s):  
Secondary Data ◽  
Customer Relationships ◽  
Customer Relationship ◽  
Annual Reports ◽  
International Acquisitions ◽  
Content Type ◽  
Face To Face ◽  
Product Service ◽  
Data Source ◽  
Business Customers

Purpose – An important task following international acquisitions is to coordinate customer relationships; that is, to organise customer interfaces and possibly establish new relationships between customers and the acquirer/the acquired party. Yet, such coordination may prove to be problematic, not the least since customers react to acquisitions. The purpose of this paper is to describe and discuss customer relationship coordination challenges following international acquisitions. Focus is placed on business-to-business customers in the country of the acquired party. Design/methodology/approach – The paper is based on three case studies representing overlapping customers, customers of an acquired party new to the acquirer, and customers new to the acquired party. Non-standardised, face-to-face interviews were the main data source, and were complemented with secondary data such as newspaper items and annual reports. Findings – Three main challenges are identified: internal competition and cannibalisation; customers not being interested in the new party; and the acquired party demonstrating its independence through customers. Practical implications – Managerially, any coordination of customer relationships needs to be weighted towards risks for customer losses. It is important to maintain ties to customers – sales and maintenance staff, the product/service, etc. – if customers are to continue with the firm. It is also important that sales and maintenance staff see the benefits of the acquisition. Originality/value – While international acquisitions are a frequent means to reach new markets and customers, the problems of coordinating customer relationships following them have not been previously researched. Theoretically, the paper contributes to research through categorising and contextually explaining customer relationship coordination challenges in international acquisitions.

scholarly journals Relational bonding strategies, customer satisfaction, and loyalty in the container shipping market

2019 ◽  
Vol 49 (8) ◽  
pp. 816-838 ◽  
Author(s):  
Gökcay Balci ◽  
Aylin Caliskan ◽  
Kum Fai Yuen
Keyword(s):  
Customer Satisfaction ◽  
Social Exchange ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Customer Relationships ◽  
Container Shipping ◽  
Content Type ◽  
Relational Marketing ◽  
The Impact ◽  
Customer Satisfaction And Loyalty

Purpose In recent years, the business of container lines has faced severe challenges such as overcapacity and low profitability. To survive in such a competitive market, container lines need to maintain long-term customer relationships by enhancing the satisfaction and loyalty of customers. The purpose of this paper is to adopt a social exchange theory (SET) approach and investigate the impact of relational bonding strategies on the satisfaction and loyalty of customers in container shipping. Design/methodology/approach Drawing on SET, a theoretical model that specifies the relationships between relational bonding strategies, customer satisfaction and loyalty was proposed. Survey data were collected from 175 freight forwarders. The obtained data were analyzed using structural equation modelling. Findings The results indicate that financial bonding strategies have the most significant direct effects on customer satisfaction, while social bonding strategies have the strongest direct impact on customer loyalty. Financial bonding strategies, on the other hand, have the strongest total effects on customer loyalty. Intermodal and basic operations are found to have the equal total effects on customer loyalty. Research limitations/implications By identifying the most effective relational bonding strategies for enhancing customer satisfaction and loyalty, this study’s findings allow container lines to better allocate their resources and implement effective relational marketing policies to satisfy and retain their customers. Originality/value This research analyses and validates the determinants of customer satisfaction and loyalty from a relational lens and empirically contributes to the field of relational marketing in the container shipping industry.

Sign in / Sign up

Export Citation Format

Share Document