Study of social ties as one kind of switching costs: a new typology

2015 ◽  
Vol 30 (5) ◽  
pp. 648-661 ◽  
Author(s):  
Wenhua Shi ◽  
Jianmei Ma ◽  
Chen Ji
Keyword(s):  
Customer Loyalty ◽  
Structural Equation ◽  
Switching Costs ◽  
Social Ties ◽  
Equation Model ◽  
Content Type ◽  
Research Results ◽  
Moderate Effect ◽  
The Relationship ◽  
Practical Implications

Purpose – The purpose of this paper is to study how customers’ social ties can be performed as one kind of switching costs, which can affect customer loyalty and have a moderate effect on the relationship between customer satisfaction and customer loyalty, and to improve the typology study of switching costs and give suggestions for companies about how to strengthen customer loyalty. Design/methodology/approach – An empirical research is implemented to prove the effectiveness of the study model, using factor analyses, regression analyses and structural equation model analyses as data analyses approaches. Findings – The research results prove the direct and moderate effect of social ties loss costs, and the effectiveness and reasoning of the new typology of switching costs. Practical implications – According to the research results, companies can take measures to enhance customers’ social ties loss costs properly so as to strengthen their loyalty. Originality/value – This research comes up with a new kind of relational switching costs, social ties loss costs and proves its effects, thus improving the typology of switching costs, and makes practical suggestions for companies.

Does religiosity matter for customer loyalty? Evidence from halal cosmetics

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Dwi Suhartanto ◽  
David Dean ◽  
Ira Siti Sarah ◽  
Raditha Hapsari ◽  
Fatya Alty Amalia ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Emotional Attachment ◽  
Cosmetic Products ◽  
Content Type ◽  
The Impact ◽  
The Relationship ◽  
Practical Implications

Purpose This paper aims to assess customer loyalty towards halal cosmetics using three integrated loyalty routes of product quality, emotional attachment and religious determinants. Design/methodology/approach The data for this study were gathered from 457 s cosmetics customers. Variance-based structural equation modelling was applied to assess the association between product quality, emotional attachment, religiosity, customer satisfaction and customer loyalty. Findings This study reveals that for halal cosmetics, customer loyalty is driven more by emotional attachment and product quality than by religiosity. Further, the religiosity does not moderate the relationship between customer satisfaction and customer loyalty. Finally, this study reveals that the impact of emotional attachment and product quality on customer loyalty is partly through strengthening customer satisfaction. Practical implications This study provides an opportunity for halal cosmetics managers to increase customer loyalty through the development of emotional attachment and product quality. To develop customer loyalty towards their halal cosmetic products, this study suggests that halal cosmetics managers should offer high-quality products and continuously innovate their cosmetic products. Originality/value This is an early empirical study attempting to examine the link between religiosity and customer loyalty in halal cosmetic products.

How do retailers increase the benefits of buyer innovativeness?

2018 ◽  
Vol 30 (3) ◽  
pp. 571-586 ◽  
Author(s):  
Changju Kim ◽  
Katsuyoshi Takashima ◽  
Stephen Newell
Keyword(s):  
Structural Equation ◽  
Design Methodology ◽  
Equation Model ◽  
Competitive Strategies ◽  
Content Type ◽  
Moderation Effect ◽  
Retail Strategy ◽  
Dependence Theory ◽  
The Relationship ◽  
Practical Implications

PurposeThe purpose of this paper is to develop and empirically test a model investigating the relationship among inter-departmental communication, buyer innovativeness, and retail competitiveness. The authors also explore whether a retail strategy of supply base diversification for managing suppliers moderates the association between innovativeness and competitiveness.Design/methodology/approachHypotheses were tested using a structural equation model and survey data drawn from general merchandise managers of 149 supermarket retailers in Japan.FindingsThe results indicate that inter-departmental communication between merchandising and store divisions drives innovativeness among retail buyers and ultimately strengthens firm competitiveness. Moreover, when buyer innovativeness is evident and less actively the retail buyers utilize supply base diversification, the stronger is the retailer’s competitiveness. The study failed to find any direct impact of inter-departmental communication on retail competitiveness.Practical implicationsThis study offers managerial insights into the roles that buyer innovativeness, inter-departmental communications, and supply base diversification play in developing effective competitive strategies.Originality/valueThis study makes two key contributions. First, it is novel in using inter-departmental communication to explain the antecedents of buyer innovativeness. Second, drawing on the power-dependence theory, the authors extend the well-established innovativeness-performance linkage by exploring the moderation effect of supply base diversification.

The importance of psychological capital on the linkages between religious orientation and job stress

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Niluh Putu Dian Rosalina Handayani Narsa ◽  
Dwi Marlina Wijayanti
Keyword(s):  
Job Stress ◽  
Structural Equation ◽  
Religious Orientation ◽  
Psychological Capital ◽  
Equation Model ◽  
Internal Factors ◽  
Content Type ◽  
Business Practitioners ◽  
The Relationship ◽  
Practical Implications

Purpose Even though many studies have been conducted in exploring the determinants of job stress, limited research has been conducted in exploring how the internal factors of religious orientation and the relatively new variable in the field of psychology, psychological capital (PsyCap), may relate to job stress. This study aims to examine the influence of PsyCap as a mediating variable on the relationship between religious orientation and job stress. Design/methodology/approach This study used self-administered surveys. Data was collected through the completion of online questionnaires. The participants include 208 accountants and business practitioners in Indonesia. Data were analysed using structural equation model-partial least squares. Findings The results show that intrinsic (extrinsic) religious orientation is negatively (positively) related to job stress and positively (negatively) related to PsyCap. Additionally, PsyCap mediates the relationship between religious orientation (intrinsic and extrinsic) and job stress. Other results indicate a positive relationship between PsyCap and job stress. Research limitations/implications Firstly, the sample used comes from various professions in companies or agencies that function differently. Secondly, this study asks individuals to assess their own job stress, which increases the chance of bias. Practical implications The findings of this study will provide a recommendation to the company, particularly the human resources division, to consider candidates’ religious orientation and PsyCap levels during the recruitment process. Thus, the company may observe the employees or individuals who can effectively manage job stress. Originality/value This study provides new empirical evidence regarding the relationship between religious orientation, PsyCap and job stress. It shows that the individual’s religious orientation (intrinsic and extrinsic) affects their level of PsyCap (higher and lower), which is a determinant factor in the experience of job stress.

scholarly journals Revisiting service quality through the lens of experience-centric services

2018 ◽  
Vol 38 (3) ◽  
pp. 915-932 ◽  
Author(s):  
Ahmad Beltagui ◽  
Marina Candi
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Equation Model ◽  
Instrumental Performance ◽  
Content Type ◽  
Quality Literature ◽  
Expressive Performance ◽  
And Performance ◽  
Practical Implications

Purpose The purpose of this paper is to revisit prevailing notions of service quality by developing and testing a model of service quality for experience-centric services. Design/methodology/approach By problematizing the service quality literature, a model is developed to capture impacts of outcome-achievement, instrumental performance and expressive performance on customer loyalty. A multi-group structural equation model is tested to establish the moderating effect of perceived service character – utilitarian or hedonic. Findings Outcome-achievement mediates the direct relationships between instrumental and expressive performance, respectively, and loyalty; the strength of these relationships is moderated by perceived service character. Research limitations/implications Emotional design to improve the experience is effective provided the expected outcome is achieved. However, for services that customers perceive as experience-centric, the outcome may be somewhat ambiguously defined and expressive performance is valued more highly than instrumental performance. Practical implications Understanding customers’ perception of a service – whether customers seek value related to outcomes or emotions – is crucial when selecting appropriate measures of service quality and performance. Creating a good experience is generally beneficial, but it must be designed according to the character of the service in question. Originality/value The research presents empirical evidence on how service experience contributes to customer loyalty by testing a model of service quality that is suited to experience-centric services. Furthermore, it identifies the importance of understanding service character when designing and managing services.

Service quality of sports centers and customer loyalty

2017 ◽  
Vol 29 (4) ◽  
pp. 870-879 ◽  
Author(s):  
Sheng Yen Lee
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Exercise Adherence ◽  
Equation Model ◽  
Content Type ◽  
Two Factors ◽  
Customer Trust ◽  
The Relationship

Purpose The purpose of this paper is to establish the effects of service quality of sports centers on customer loyalty and intention to adhere to exercise. Design/methodology/approach In total, 500 questionnaires were distributed to five sports centers located in the city of Seoul, of which 472 were returned and used in the data analysis. The collected data were subjected to frequency analysis, exploratory factor analysis, a reliability test, and structural equation model analysis using SPSS 21.0 and AMOS 18.0. Findings The results show that, first, service quality, comprising the two factors of the facilities of sports centers and instructors, positively influences customer loyalty. Second, the service quality of sports centers positively influences the intention to adhere to exercise, and, third, so does customer loyalty. Practical implications Management needs to make more efforts to strengthen service quality, comprising facilities and instructors, in order to increase customer loyalty, represented by the sense of closeness with and attachment of customers using sports centers, as well as to increase the need for exercise. Originality/value Previous studies on the service quality of sports centers have been limited to customer satisfaction, customer trust, reuse intention, recommendations to others, consumption behavior, and relationship commitment. Since the research on the direct relationship between service quality of sports centers and exercise adherence is still limited, this study provides data and implications relevant to the management of sports centers by investigating the relationship among service quality of sports centers, customer loyalty, and intention to adhere to exercise.

The nexus between the increasing involvement of youth in betting games and unemployment: the Nigerian perspective

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Gbemi Oladipo Olaore ◽  
Bimbo Onaolapo Adejare ◽  
Ekpenyong Ekpenyong Udofia
Keyword(s):  
Structural Equation ◽  
Family Income ◽  
Equation Model ◽  
Content Type ◽  
Global Industry ◽  
Youth Involvement ◽  
Technology Advancement ◽  
Confirmatory Factor ◽  
The Government ◽  
Practical Implications

Purpose Betting games have become a global industry worth billions of dollars providing employment to millions and contributing to the gross domestic product (GDP) of several countries. While there are debates and controversies surrounding betting games discourse, a growing body of literature shows that it has been exacerbated by growing unemployment rates. This paper aims to examine the nexus between the increasing involvement of youth in betting games and unemployment from the Nigerian perspective. Design/methodology/approach The study adopts simple random and stratified sampling techniques to select participants for the study. Three hypotheses were tested for this study and confirmatory factor analysis (CFA) and structural equation model (SEM) was used to test the hypotheses. Findings The three hypotheses tested in this study were coined from previous literature. The study established a direct link between technology advancement, promises of winning big coupled with bonuses while unemployment was not significant to youth involvement in betting games. The study also showed that playing betting games provides another source of income to the youth, who are already engaged in one form of work or another. Finally, youth involvement in betting games has created awareness regarding different sports in the world, while contributing to Nigeria’s economy. Practical implications As betting games centre as a business in Nigeria has contributed substantially and positively to unemployment in Nigeria; the Government of Nigeria are encouraged to streamline and regulate the activities of the sector such that they can contribute significantly to the country GDP and provide employment opportunities to the youths. Originality/value The research shows that the reason why betting games have a massive turnaround of youths in Nigeria is not majorly because of unemployment but as another means to a substantial financial individual/family income. Thus, Nigerian youths see betting games as an avenue to make more money. The study is the first of its kind to examine the nexus between betting games, technology and unemployment hence, its contribution to knowledge.

Electronic Customer Relationship Management (E-CRM) and Customer Loyalty

2022 ◽  
Vol 18 (1) ◽  
pp. 0-0
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Service Providers ◽  
Positive Impact ◽  
Equation Model ◽  
Mediating Effect ◽  
Customer Relationship ◽  
The Impact ◽  
The Relationship

This study examined the impact of E-CRM on customer loyalty with the mediating effect of customer satisfaction in the banking industry. Customer satisfaction is important for loyalty because when the customers are satisfied with the services offered by their service providers, the relationship gets stronger which further leads to positive word-of-mouth. The data was collected using purposive sampling from 836 banks’ customers who were using E-CRM services and the data was analyzed using structural equation model (SEM) through AMOS. The results revealed that E-CRM and customer satisfaction had a significant positive impact on customer loyalty and also customer satisfaction partially mediated the relationship between E-CRM and customer loyalty. This study would offer useful acumen to both academicians and marketers and would help the bank managers to improve the quality of the services provided to their customers.

Celebrity transgression and consumers’ forgiveness: does religiosity matter?

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Anwar Sadat Shimul ◽  
Matthew Barber ◽  
Mohammad Ishmam Abedin
Keyword(s):  
Purchase Intention ◽  
Structural Equation ◽  
Online Survey ◽  
Intrinsic Religiosity ◽  
Content Type ◽  
Equation Modelling ◽  
Before And After ◽  
The Relationship ◽  
Practical Implications

Purpose This paper aims to examine the role of religiosity on consumers’ forgiveness when celebrities get involved in transgression. The celebrity’s reaction and its impact on consumers’ forgiveness is tested as well. In addition, consumers’ attitudes towards the brand and celebrity as well as purchase intention for the endorsed brand are examined both before and after the transgression. Design/methodology/approach Data (n = 356) were collected through a self-administered online survey and analysed though structural equation modelling in AMOS 26. Findings The results show that consumers’ attitude towards celebrity, brand and purchase intention gets weaker once the celebrity gets into transgression. Consumers tend to forgive more if the celebrity apologises (vs denies) for the wrongdoing. The hypothesised relationship between attitude towards celebrity and purchase intention did not sustain after the transgression. In addition, consumers’ intrinsic religiosity strengthens the relationship between attitude towards the celebrity and purchase intention. Practical implications The findings of this research present valuable implications for brands practitioners. Brands should formulate actionable contingency plans to mitigate the negative ramifications of celebrity transgressions. Specifically, intrinsic religiosity and celebrity apologies should assist consumers in forgiving the transgression and negate the implications that could have arisen if the celebrity instead denied the transgressions. Originality/value This research extends the previous research by examining religiosity and forgiveness within the context of celebrity transgressions. To the best of the authors’ knowledge, this is one of the first few research studies to consider the role religiosity plays in consumers’ intention to forgive celebrity transgressions.

The effect of talent management and human capital on sustainable business performance: an empirical investigation in Malaysian hospitals

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Nagwan Abdulwahab AlQershi ◽  
Ramayah Thurasamy ◽  
Gamal Abdualmajed Ali ◽  
Hussein Abu Al-Rejal ◽  
Amr Al-Ganad ◽  
...  
Keyword(s):  
Human Capital ◽  
Structural Equation ◽  
Business Performance ◽  
Talent Management ◽  
Mediating Effect ◽  
Future Research ◽  
Sustainable Business ◽  
Content Type ◽  
The Relationship ◽  
Practical Implications

Purpose This paper aims to examine the mediating role of human capital on the talent management in hospitals’ sustainable business performance in the health-care sector of Malaysia. Design/methodology/approach The study used a quantitative approach, with an initial sample of 174 Malaysian hospitals. The theoretical framework was based on previous studies of talent management (TM), human capital (HC) and sustainable business performance (SBP). Partial least squares-structural equation modelling (PLS-SEM) was used to test the study’s hypotheses. Findings Talent management mindset (TMM), but not talent management strategy (TMS), has a significant relationship with HC and SBP. HC has a significant direct relationship with SBP, and also mediates the relationship between TMM and SBP but not between TMS and SBP. Research limitations/implications This work is one of a limited number of studies to empirically address TM, HC and SBP in this context. The study is limited to Malaysian hospitals. It provides theoretical contributions by broadening the knowledge of HC, TM and the multifocal perspective of hospitals’ SBP, a relevant but underexplored issue, offering several avenues for future research. Practical implications The findings have beneficial practical implications for both policy makers and managers. First, focusing on talented people will directly improve sustainable performance in the Malaysian health sector. The findings also have important theoretical implications both for Malaysia and countries in similar situations. The study will serve as a reference point for such countries in trying to understand factors influencing SBP. Originality/value This is the first study to examine the mediating effect of HC on the relationship between talent management and hospitals’ sustainable business performance in Malaysia, or worldwide.

Generation Y consumer online repurchase intention in Bangkok

2019 ◽  
Vol 48 (1) ◽  
pp. 53-69 ◽  
Author(s):  
Bing Zhu ◽  
Suwanna Kowatthanakul ◽  
Punnaluck Satanasavapak
Keyword(s):  
Generation Y ◽  
Structural Equation ◽  
Measurement Model ◽  
Equation Model ◽  
Marketing Strategies ◽  
Repurchase Intention ◽  
Content Type ◽  
Online Retailers ◽  
Promotional Campaign ◽  
Practical Implications

Purpose The rapid growth of e-commerce has encouraged online retailers to adapt to the purchase behaviour of Generation Y consumers. For this purchase, the purpose of this paper is to investigate Generation Y online consumer repurchase intention in Thai context based on Stimuli-Organism-Response (SOR) model. Design/methodology/approach Data were used to test the hypotheses that Generation Y consumer online response is influenced by online environment cues and organism. In total, 401 questionnaires were collected in Bangkok through judgemental sampling and convenient sampling. SPSS 24 was used to analyse Generation Y consumers’ demographic information and reliability test. Amos 24 was utilized to examine measurement model and structural equation model. Findings The findings finally revealed that website security presents the strongest influence on Generation Y consumers trust. Also, online promotion possesses the weakest association with Generation Y consumers trust. More importantly, Generation Y consumer online repurchase intention is positively influenced by the degree of trust they have towards websites. The implications of the findings for marketers are discussed. Research limitations/implications The empirical data are limited to generate findings from a limited number of Generation Y consumers in Bangkok only. Also, the study limits itself to explore only inter-relationship in the scope of SOR. Practical implications It is suggested that in order to draw attention from and retain Generation Y consumers, online retailers should aim at strengthening trust-building in the online buyer–seller context as well as a dynamic promotional campaign. Moreover, a constellation of relevant marketing strategies is recommended. Originality/value Since there is a lack of implementation of SOR model based on the Thai context, this paper fills the gap by illustrating how SOR works in Thailand with updating findings.

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