Image, performance, attitudes, trust, and loyalty in financial services

2018 ◽  
Vol 36 (4) ◽  
pp. 744-763 ◽  
Author(s):  
Mehdi Akhgari ◽  
Edward R. Bruning ◽  
Jesse Finlay ◽  
Nealia S. Bruning
Keyword(s):  
Executive Compensation ◽  
Relationship Quality ◽  
Financial Services ◽  
Structural Equation ◽  
Positive Association ◽  
Equation Modeling ◽  
Negative Effects ◽  
Content Type ◽  
Quasi Experimental ◽  
The Relationship

PurposeThe purpose of this paper is twofold: first, to determine the extent to which hedonic and utilitarian attitudes and loyalty are influenced by perceived financial performance (PFP) and executive compensation plan image (ECPI) in financial services; second, the authors evaluate relationships among hedonic and utilitarian attitudes, trust, and loyalty.Design/methodology/approachUsing a quasi-experimental design in Study 1 the authors test the relationship between antecedents (PFP and ECPI) and relational elements (attitudes, trust, and loyalty) to address the first objective. To accomplish the second objective, the authors employ structural equation modeling in Study 2 to test the relationship among hedonic and utilitarian attitudes, trust, and loyalty.FindingsStudy 1 confirms that PFP and ECPI positively impact both hedonic and utilitarian attitudes but do not directly affect loyalty. Study 2 demonstrates a positive association between utilitarian attitudes and trust, although the hedonic attitudes-trust relationship is negative. Hedonic attitudes are also significantly related to utilitarian attitudes. Finally, trust mediates the relationship between attitudes and loyalty.Practical implicationsBuilding customer trust is an important correlate of loyalty, and emphasizing an attribute-based aspect of perceived financial service generates greater trust compared to enhancing a non-attribute aspect (i.e. minimizing negative effects on image of executive compensation plans).Originality/valueThe authors link attitude research to service/relationship quality research and discover that attitudes are indirectly related to loyalty through increases in trust. The findings suggest that perceived image and performance of financial services are important to relationship quality when applied to financial services.

Stand by me: analyzing the tourist–intelligent voice assistant relationship quality

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Sandra Maria Correia Loureiro ◽  
Arnold Japutra ◽  
Sebastian Molinillo ◽  
Ricardo Godinho Bilro
Keyword(s):  
Relationship Quality ◽  
Social Exchange ◽  
Structural Equation ◽  
Perceived Value ◽  
Self Esteem ◽  
Equation Modeling ◽  
Content Type ◽  
The Impact ◽  
The Relationship

Purpose This paper aims to explore tourist perceived value and attachment to intelligent voice assistants (IVAs) as antecedents of the quality of the human–IVA relationship in the hospitality domain. This research also examines the moderating role of psychological factors (self-esteem) and knowledge factors (past experience and technology expertise) in the relationships between antecedents and relationship quality. Design/methodology/approach The researchers conducted two quantitative studies, collecting data via online surveys in Mechanical Turk (n1 = 124 and n2 = 281). The proposed model was tested using partial least squares structural equation modeling. Findings The first study uncovers that tourist perceived value is the main influence on the quality of the relationship between tourists and IVAs. The second study confirms the direct relationships of the first and shows that self-esteem and technology expertise act as moderators. Practical implications This study advances the understanding of the tourism and hospitality stakeholders in using modern technologies (e.g. IVAs). Through comprehending the relationship building between individuals and IVAs, the stakeholders will be able to craft better strategies. Originality/value The study extends the attachment and social exchange theories to the tourist–IVA relationship context. Specifically, this research demonstrates the impact of tourist perceived value on the quality of the relationship with the IVA. It also points out that tourists’ self-esteem and technology expertise can weaken the tourist–IVA relationship.

scholarly journals E-mail load, workload stress and desired e-mail load: a cybernetic approach

2019 ◽  
Vol 32 (2) ◽  
pp. 430-452 ◽  
Author(s):  
Jean-Francois Stich ◽  
Monideepa Tarafdar ◽  
Patrick Stacey ◽  
Cary L. Cooper
Keyword(s):  
Structural Equation ◽  
Workplace Stress ◽  
Equation Modeling ◽  
Full Time ◽  
Negative Effects ◽  
Content Type ◽  
The Usa ◽  
The Relationship ◽  
E Mail ◽  
Cybernetic Theory

PurposeUsing e-mail is a time-consuming activity that can increase workload stress. The purpose of this paper is to investigate the relationship between the individual’s e-mail load, workload stress and desired e-mail load, drawing from the cybernetic theory of stress.Design/methodology/approachBased on prior theory, the authors first hypothesized relationships among e-mail load, workplace stress and desired e-mail load. The authors then tested these relationships on a sample of 504 full-time workers in the USA, using survey data and covariance-based structural equation modeling techniques.FindingsThe authors find that higher e-mail load is associated with higher workload stress; higher workload stress is associated with lower desired e-mail load; lower desired e-mail load is associated with lower e-mail load; and higher workload stress is associated with higher psychological strain, higher negative emotions and lower organizational commitment.Originality/valueThe study provides a novel understanding of workload stress due to e-mail load, through the lens of cybernetic theory. It contributes to the e-mail overload and technostress literatures by conceptualizing desired e-mail load as a potential outcome of workplace stress and as a regulator for e-mail load. For practitioners, the study highlights the importance of managing employees’ e-mail load to prevent the negative effects of workplace stress and associated strains.

Facilitating employee socialization through mentoring relationships

2016 ◽  
Vol 21 (6) ◽  
pp. 554-570 ◽  
Author(s):  
SuJin Son
Keyword(s):  
Relationship Quality ◽  
Goal Orientation ◽  
Structural Equation ◽  
Final Analysis ◽  
Equation Modeling ◽  
Learning Activity ◽  
Content Type ◽  
Learning Goal Orientation ◽  
Mentoring Functions ◽  
The Relationship

Purpose The purpose of this paper is to advance understanding of the mentor factors that promotes mentoring outcomes. This was done by investigating the role of mentors’ learning goal orientation (LGO), their learning activity such as reflection, the perceived relationship quality in relation to the mentoring functions received by protégés, and the furtherance of their socialization in a formal mentoring relationship. Design/methodology/approach In total, 131 matched mentor-protégé dyads were recruited from three different organizations in Korea, for the final analysis. Structural equation modeling and Hayes's PROCESS macro were used to test the proposed model and the moderating effect of perceived relationship quality. Findings Results show that mentors’ LGO was positively related to their reflection. Additionally, mentors’ reflection was positively associated with mentoring functions received by protégés. Further, mentoring functions received by protégés were positively related to protégés’ socialization. In particular, mentors’ reflection mediates the relationship between mentors’ LGO and mentoring functions received by protégés. Moreover, perceived relationship quality moderates the relationship between mentors’ LGO and their reflection. Originality/value Even though mentoring research is well advanced, not many researches have yet investigated mentors’ LGO and their learning activity such as reflection, in relation to mentoring functions received by protégés and their socialization.

The effects of empathy and listening of salespeople on relationship quality in the retail banking industry

2015 ◽  
Vol 33 (6) ◽  
pp. 692-716 ◽  
Author(s):  
Omar S. Itani ◽  
Aniefre Eddie Inyang
Keyword(s):  
Relationship Quality ◽  
Structural Equation ◽  
Positive Relationship ◽  
Retail Banking ◽  
Moderating Effect ◽  
Customer Relationships ◽  
Negative Effects ◽  
Dyadic Data ◽  
Content Type ◽  
The Relationship

Purpose – The purpose of this paper is to examine the relations between salespeople’s empathy and listening behaviour and the relationship quality (RQ) customers have with their banks, taking into consideration the moderating effect of felt stress (FS) experienced by salespeople. The paper examines specific effects of FS on factors related to a salesperson’s performance. Design/methodology/approach – To examine the proposed model, responses from 150 customers were collected and matched with responses from 25 salespeople working at a major ba ' nk in Chile. The paper analysed the dyadic data gathered using two analysis techniques. Structural equation modelling was employed to test the relationships proposed at the customer level. Moreover, hierarchical linear modelling was used to test the moderating effect of FS, measured at the salesperson level, on the proposed relationships. Findings – The results show that customers’ perceptions of salespeople’s listening behaviour mediate the relationship between customers’ perception of salespeople’s empathy and RQ with the bank. Moreover, the positive relationship between salespeople’s empathy and salespeople’s listening behaviour, and the positive relationship between salesperson’s listening and customer’s RQ with bank are attenuated by the salesperson’s FS. Originality/value – This paper examined the effects of the salesperson’s empathy and listening behaviour on the quality of customer relationships with the bank. Moreover, dyadic data show that such effects are influenced by variables related to the bank’s salespeople, such as FS. The findings show that under high FS conditions, salespeople with high listening skills will have negative effects on their customers’ RQ with the bank.

The influence of conflict with suppliers on retailers’ private label performance

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Katsuyoshi Takashima ◽  
Changju Kim
Keyword(s):  
Conflict Management ◽  
Structural Equation ◽  
Design Methodology ◽  
Private Label ◽  
Equation Modeling ◽  
Negative Effects ◽  
Content Type ◽  
Novel Approach ◽  
The Relationship ◽  
Practical Implications

Purpose The purpose of this study is to develop and empirically test a model investigating the relationship between conflict with private label (PL) suppliers and retailers’ PL performance. The study also examines differences in the relationship based on two PL types, namely, price-oriented and differentiation-oriented PLs. Design/methodology/approach Hypotheses were tested using structural equation modeling and data obtained from a survey of general merchandise managers in 190 supermarket chains in Japan. Findings The results indicate that conflict with PL suppliers can have negative effects on retailers’ PL performance. Moreover, the use of price-oriented PLs leads to higher levels of conflict with PL suppliers than the use of differentiation-oriented PLs. Practical implications This study offers managerial insights into the importance of sophisticated conflict management in relation to PL suppliers and the efficacy of premium PLs, which may cost less in terms of conflict management than price-oriented PLs. Originality/value Considering the influence of conflict with suppliers on retailers’ PL performance, this study suggests a novel approach to examining conflict between PL suppliers and retailers by classifying PLs into two types, namely, price-oriented and differentiation-oriented PLs.

Effects of fairness on relationship quality and re-contract intention in food service franchise system: comparison between global and domestic franchise

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Jee Eun Lee ◽  
Sang Suk Lee
Keyword(s):  
Relationship Quality ◽  
Structural Equation ◽  
Food Service ◽  
Measurement Model ◽  
Equation Modeling ◽  
Content Type ◽  
Franchise System ◽  
Distributive Fairness ◽  
Considerable Impact ◽  
The Relationship

Purpose The purpose of this study is to examine the effects of fairness on relationship quality and re-contract intention in the foodservice franchise industry and this paper intends to delineate the implications of enhancing the mutual relationship between the franchisor and the franchisee in the future domestic foodservice franchise system. Design/methodology/approach To prevent the lack of reliability and to pursue the internal consistency of the measurement model, this study adopted SPSS (Ver.20.0) and derived Cronbach’s alpha. Additionally, this study conducted a confirmatory factor analysis by using AMOS (Ver.20.0) program to assess the unidimensionality of measurements. Finally, structural equation modeling was used to test the hypothesized research framework. Findings The results showed that distributive fairness and informational fairness increase the relationship quality, which franchisees perceive under the franchise system. Among the relationship quality factor, only the trust has a considerable impact on the (performance) re-contract intention. The effect of fairness on relationship quality does not show a statistically considerable difference between the two groups (global franchise vs domestic franchise). However, in terms of a global franchise, distributive fairness has a significant impact on relationship quality, whereas domestic franchise, distributive fairness directly affects performance (re-contract intention). Research limitations/implications This study provides readers with an effect of fairness in the franchise system. Results obtained in this study are useful for understanding the fairness and relationship quality in the franchise system. Practical implications Recently, as the foodservice franchise market is experiencing significant growth, government and franchise-related agencies are making considerable effort to improve the relationship between the franchisor and the franchisee and to offer a better system and policy concerning the protection of consumers. Government and franchise agencies should develop an adequate policy to improve the relationship between the franchisor and the franchisee by breaking away from the imprudent support. Originality/value This study investigates whether fairness in the franchise system has a significant effect on the relationship quality and the performance (re-contract intention) and provides implication about the mutual growth between franchisor and franchisee to the potential food service franchise in Korea.

Sustaining Thai SMEs through perceived benefits and happiness

2017 ◽  
Vol 40 (5) ◽  
pp. 556-577 ◽  
Author(s):  
Warat Winit ◽  
Sooksan Kantabutra
Keyword(s):  
Firm Performance ◽  
Relationship Quality ◽  
Structural Equation ◽  
Positive Impact ◽  
Corporate Sustainability ◽  
Performance Outcomes ◽  
Equation Modeling ◽  
Perceived Benefits ◽  
Content Type ◽  
The Relationship

Purpose This paper aims to examine the relationship between stakeholders’ perceived benefits and happiness of small and medium-sized enterprises (SMEs) that follow Thai’s corporate sustainability practices, called sufficiency economy, and their impact on stakeholder–company relationship quality and firm performance outcomes. Design/methodology/approach Derived from the literature, a structural model, expressing the relationship between stakeholders’ perceived benefits and happiness of SMEs and their impact on stakeholder–company relationship quality and firm performance outcomes, was developed. A questionnaire survey was conducted with 636 stakeholders from sufficiency economy SMEs in Thailand. Structural equation modeling was used to test the model. Findings Results indicate that utilitarian benefits, and hedonic and eudaimonic happiness impact enhanced stakeholder–company relationship quality with the firm to varying degrees. Different levels of relationship quality also impact perceived corporate reputation and perceived brand equity differently. Originality/value This study is among the first that identifies the positive impact of happiness on corporate sustainability performance.

scholarly journals Religiousness in times of job insecurity: job demand or resource?

2014 ◽  
Vol 19 (7) ◽  
pp. 755-778 ◽  
Author(s):  
Bert Schreurs ◽  
Hetty van Emmerik ◽  
Nele De Cuyper ◽  
Tahira Probst ◽  
Machteld van den Heuvel ◽  
...  
Keyword(s):  
Structural Equation ◽  
Job Insecurity ◽  
Religious Faith ◽  
Equation Modeling ◽  
Negative Effects ◽  
Content Type ◽  
Job Demand ◽  
Role Of Religion ◽  
The Relationship

Purpose – Departing from the job demands resources model, the purpose of this paper is to investigate whether religion, defined as strength of religious faith, can be viewed as resource or as demand. More specifically, the authors addressed the question as to how job insecurity and religion interact in predicting burnout and change-oriented behavior. Design/methodology/approach – The authors conducted moderated structural equation modeling on survey data from a sample of 238 employees confronted with organizational change. Findings – Results were largely consistent with the “religion as a demand” hypothesis: religion exacerbated rather than buffered the negative effects of job insecurity, so that the adverse impact of job insecurity was stronger for highly religious employees than for employees with low levels of religiousness. Religious employees appear to experience more strain when faced with the possibility of job loss. Originality/value – The results of this study challenge and extend existing knowledge on the role of religion in coping with life stressors. The dominant view has been that religion is beneficial in coping with major stressors. The results of this study, however, suggest otherwise: religion had an exacerbating rather than a buffering effect on the relationship between job insecurity and outcomes.

Exploring the relationship between lifestyle, digital financial element and digital financial services experience

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Dhananjay Bapat
Keyword(s):  
Financial Services ◽  
Structural Equation ◽  
Quantitative Research ◽  
Ease Of Use ◽  
Equation Modeling ◽  
Perceived Ease Of Use ◽  
Content Type ◽  
Quantitative Research Methods ◽  
Qualitative And Quantitative ◽  
The Relationship

PurposeThe purpose of this study is to explore digital financial services experience, investigate the antecedents to digital financial services experience and examine familiarity as a moderator.Design/methodology/approachThe study uses dual methods: qualitative and quantitative. Multiple case studies are applied as a qualitative method to explore and capture recent development in rapidly changing digital finance. An empirical, survey-based approach is used to collect data from 258 respondents about their experiences with digital financial services experience using constructs, such as perceived ease of use, timeliness, lifestyle and digital financial element. The study used structural equation modeling using smart-PLS.FindingsUsing word count, hierarchy chart, items clustered by similarity and qualitative analysis by applying NVivo 12, the study validates the constructs and captures recent developments. Using smart PLS, the structural equation model reveals that the digital functional element positively affects the digital financial services experience. It is observed that lifestyle mediated between perceived ease of use and timeliness with digital financial services experience. Further, familiarity moderates the relationship between the digital financial element and digital financial services experience. Moreover, while this research analyzed the relationship regarding financial services customers, we suggest a comparative study between different entities.Originality/valueThe study can be considered one of its kind using qualitative and quantitative research methods. It integrates theory from both the information system and marketing domain. As the increased number of digital channels and interfaces has increased, companies need to understand how to improve the digital financial services experience.

User experience sharing

2018 ◽  
Vol 52 (5/6) ◽  
pp. 1154-1184 ◽  
Author(s):  
Tom Chen ◽  
Judy Drennan ◽  
Lynda Andrews ◽  
Linda D. Hollebeek
Keyword(s):  
User Experience ◽  
Online Communities ◽  
Structural Equation ◽  
Online Survey ◽  
Mobile App ◽  
Equation Modeling ◽  
Content Type ◽  
Key Driver ◽  
The Relationship ◽  
Level Of Effort

PurposeThis paper aims to propose user experience sharing (UES) as a customer-based initiation of value co-creation pertaining to service provision, which represents customers’ level of effort made for the direct benefit of others in their service network. The authors propose and empirically examine a user experience sharing model (UESM) that explicates customer-to-customer (C2C) UES and its impacts on firm-desired customer-based outcomes in online communities.Design/methodology/ApproachBased on an extensive review, the authors conceptualize UES and UESM. By using online survey data collected from mobile app users in organic online communities, the authors performed structural equation modeling analyses by using AMOS 24.FindingsThe results support the proposed UESM, showing that C2C UES acts as a key driver of both firm-desired customer efforts and customer insights. The results also confirmed that service-dominant (S-D) logic-informed motivational drivers exert a significant impact on C2C UES. Importantly, C2C UES mediates the relationship between S-D logic-informed motivational drivers and firm-desired customer-based outcomes.Originality/valueThis study offers a pioneering attempt to develop an overarching concept, UES, which reflects customers’ initiation of value co-creation, and to empirically examine C2C UES. The empirical evidence supports the key contention that firms should proactively facilitate C2C UES.

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