The antecedents and consequences of online relationship quality in internet purchases

2019 ◽  
Vol 11 (1) ◽  
pp. 161-178
Author(s):  
Mohammad Reza Kousheshi ◽  
Samad Aali ◽  
Ali Reza Bafandeh Zendeh ◽  
Soleyman Iranzadeh
Keyword(s):  
Relationship Quality ◽  
Content Type ◽  
Online Purchases ◽  
Online Purchase ◽  
Online Customer Reviews ◽  
Order Construct ◽  
Antecedents And Consequences ◽  
Online Stores ◽  
The Relationship ◽  
Positive Effect

Purpose The purpose of this paper is to suggest a model for predicting antecedents and consequences of relationship quality in online purchase of physical goods. Design/methodology/approach A total of 462 online buyers in Iran participated in the research by completing questionnaires. The research hypotheses were tested using structural modeling technique. Findings The results showed that website quality, online relationship bonds and reputation of seller have positive effect on online relationship quality. The results also showed that online relationship quality has positive effect on electronic word of mouth, online customer share, online customer loyalty and online customer reviews. Research limitations/implications In this research, online relationship quality was considered as a higher-order construct including trust, commitment and satisfaction with the relationship. However, to achieve more accurate results, future researchers can investigate the separate impact of each of the relationship quality dimensions (commitment, trust and satisfaction) on the consequences of online relationship quality. Practical implications This research provides a wide series of antecedents and consequences of online relationship quality for online stores community so that, through being aware of them, internet stores could choose a suitable guideline to sustain their relationship with online customers and, ultimately, obtain customers’ participation in creating value and strengthening their competitive status. Originality/value This paper proposes a more comprehensive model of the antecedents and consequences of relationship quality in online purchases for the first time, and it demonstrates which factors strengthen online relationship quality as well as indicates which customer reactions online relationship quality can reinforce and which consequences it can provide for internet shops.

Antecedents and outcomes of relationship quality in casual dining restaurants

2019 ◽  
Vol 31 (2) ◽  
pp. 575-593 ◽  
Author(s):  
Girish Prayag ◽  
Sameer Hosany ◽  
Babak Taheri ◽  
Erdogan Haktan Ekiz
Keyword(s):  
Relationship Quality ◽  
Customer Orientation ◽  
Price Fairness ◽  
Moderating Effects ◽  
Convenience Sample ◽  
Content Type ◽  
Casual Dining ◽  
Order Construct ◽  
Tourism And Hospitality ◽  
The Relationship

Purpose This study examines the mediating effects of relationship quality (RQ) on the relationship between six antecedents and loyalty and the moderating effects of gender on these relationships. Design/methodology/approach Data were collected from a convenience sample of 300 respondents as they exited well-known casual dining restaurants in Kuala Lumpur (KL), Malaysia. Findings With the exception of physical environment, food quality, customer orientation, communication, relationship benefits and price fairness were significant predictors of RQ. RQ partially mediates the relationships between its antecedents and loyalty. Multi-group analyses reveal significant differences between males and females on these relationships. Research limitations/implications At the theoretical level, the study contributes to the conceptualization of RQ in tourism and hospitality research. The sample is not representative of all casual dining restaurants in KL, but findings have important implications for restaurant management in terms of relationship marketing, advertising strategies and customer loyalty development. Originality/value The study extends existing models of RQ in the hospitality and tourism literature by confirming that RQ is best modeled as a second-order construct consisting of three first-order dimensions: trust, satisfaction and commitment. The study also demonstrates that RQ mediates the relationship between the antecedents of RQ and loyalty. Finally, this research confirms the moderating effects of gender on the hypothesized relationships.

The impacts of customer involvement on the relationship between relationship quality and performance

2019 ◽  
Vol 35 (2) ◽  
pp. 270-283 ◽  
Author(s):  
Yi Li ◽  
Ying Zhang ◽  
Jinpeng Xu ◽  
Taiwen Feng
Keyword(s):  
Relationship Quality ◽  
Structural Equation ◽  
Equation Model ◽  
Customer Relationship ◽  
Content Type ◽  
Customer Involvement ◽  
Positive Effects ◽  
Order Construct ◽  
And Performance ◽  
The Relationship

Purpose This paper aims to determine whether relationship quality should be measured as a disaggregated or as a composite construct, and investigate the causal relationship between relationship quality and customer involvement. The authors also explore the role of customer involvement in relationship quality-performance linkage in B2B settings. Design/methodology/approach This study is based on 214 Chinese manufacturers and uses the structural equation model to examine this conceptual model and hypotheses. Findings As a reflective second-order construct, relationship quality not only has positive effects on performance but also positively affects customer involvement. More importantly, customer involvement partially mediates the relationship between relationship quality and performance. Research limitations/implications This study only focuses on customer relationship, but neglects the supplier relationship. Practical implications When assessing the relationship quality with customers, suppliers must consider trust, commitment and investment dimensions simultaneously. In addition, to increase performance, suppliers must involve customers who are trusted and invested in training and logistics facility and then cooperate with them in new product design. Originality/value These findings contribute to this understanding on the relationship quality in B2B settings and provide theoretical contributions and managerial insights for both academics and practitioners.

A re‐examination of the relationship between value, satisfaction and intention in business services

2007 ◽  
Vol 21 (5) ◽  
pp. 345-357 ◽  
Author(s):  
Graham Whittaker ◽  
Lesley Ledden ◽  
Stavros P. Kalafatis
Keyword(s):  
Empirical Support ◽  
Higher Order ◽  
Professional Services ◽  
Professional Service ◽  
Order Structure ◽  
Business Services ◽  
Content Type ◽  
Order Construct ◽  
Antecedents And Consequences ◽  
The Relationship

PurposeThe objectives of this paper are twofold: to add to the debate regarding conceptualisation and operationalisation of value within a professional service domain, and to contribute to the relatively sparse literature dealing with the functional relationship between determinants and outcomes of value with specific emphasis on the value to satisfaction and intention to re‐purchase relationship in professional services.Design/methodology/approachA theoretically grounded model has been developed that comprises three antecedents of value (conceptualised as a higher order construct of six dimensions) and satisfaction both of which impact on intention. The model has been tested, using partial least squares, on 78 responses obtained through an email survey carried out amongst executives of the top 300 UK‐based companies listed in the Times 1,000.FindingsThe results indicate that although perceived value is a multi‐dimensional construct treating value as a unified construct may lead to confounding effects. Although further research is needed it is suggested that different dimensions of value act at different levels of the value hierarchy and differentially reflect process and outcome value creation forces in professional services.Originality/valueThis paper adds to the debate surrounding conceptualisations of the value construct by offering empirical support as to its formative nature. Furthermore, this is the first attempt to examine differences in the nomological relationships of value when it is treated as a single higher order construct and when the higher order structure of value is relaxed allowing its dimensions to directly interact with antecedents and consequences.

How does renqing influence purchase intentions in the Chinese business-to-business context?

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Xun Zhang ◽  
Biao Xu ◽  
Jun Wu
Keyword(s):  
Positive Relationship ◽  
Purchase Intentions ◽  
Moderating Effect ◽  
Content Type ◽  
Mediating Role ◽  
Chinese Business ◽  
The Relationship ◽  
Business To Business ◽  
Positive Effect

Purpose This study aims to examine the relationship between renqing and purchase intentions and the mechanism of its impact in the Chinese business-to-business (B2B) context. Design/methodology/approach Renqing in China has played an important role in business relationships and has been receiving increased attention in both practice and theory. However, little is known about whether it can influence purchase intentions in a rational B2B condition. This research aims to examine the relationship between renqing and purchase intentions and the mechanism of its impact in the Chinese B2B context. Based on a survey of 1,010 industry buyers from 468 Chinese downstream buyer companies, the empirical findings indicate a positive relationship between renqing and purchase intentions and the mediating role of long-term orientation (LTO) for increasing purchase intentions. In addition, this study also finds that product involvement (PI) has a negative moderating effect on the relationship between renqing and purchase intentions, which means that renqing has a big positive effect on purchase intentions in low PI conditions. The results highlight several implications for B2B companies that sell products to Chinese enterprises. Findings The empirical findings indicate a positive relationship between renqing and purchase intentions and the mediating role of LTO for increasing purchase intentions. In addition, this study also finds that PI has a negative moderating effect on the relationship between renqing and purchase intentions, which means that renqing has a big positive effect on purchase intentions in low PI conditions. Originality/value First of all, by answering the research question, this study shows that renqing has a positive effect on purchase intentions in Chinese B2B context. Second, this study elucidates the influence mechanism of renqing on purchase intention and identifies the mediating effect of LTO and the moderating effect of PI.

External technology acquisition, exploitation and process innovation performance in emerging market small and medium sized enterprises: the moderating role of organizational slack

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Thammanoon Charmjuree ◽  
Yuosre F. Badir ◽  
Umar Safdar
Keyword(s):  
Open Innovation ◽  
Emerging Market ◽  
Process Innovation ◽  
Innovation Performance ◽  
Mediating Effect ◽  
Content Type ◽  
Technology Acquisition ◽  
The Relationship ◽  
Unabsorbed Slack ◽  
Positive Effect

PurposeThis study is among the very few to examine the firm's simultaneous use of both dimensions of open innovation and its influences on the firm's process innovation performance (PIP). Specifically, the authors consider the relationship between firm's external technology acquisition (ETA) and external technology exploitation (ETE) and examine their direct, indirect and mediating effect on the firm's PIP. The authors also examine the moderating effect of the organizations' unabsorbed slack (UASL) on the relationship between ETA and ETE.Design/methodology/approachAnalyzing data collected from 311 small- and medium-sized software development firms in emerging market; Thailand, we show that both ETA and ETE have a positive effect on PIP and that ETE fully mediates the relationship between ETA and PIP.FindingsThe authors show that both ETA and ETE have a positive effect on PIP and that ETE fully mediates the relationship between ETA and PIP. Moreover, the relationship between ETA and ETE is positively moderated by the firms' unabsorbed slack (UASL) and that the influence of ETA on PIP through ETE is stronger under higher unabsorbed slack.Originality/valueThe authors extend the “traditional” performance outcome of outbound dimension of open innovation concept, which focuses exclusively on commercialization and market (Chesbrough, 2003b), by showing that ETE positively influences the firm's PIP. Moreover, the study explains the mechanism through which ETA influence the firm's PIP by proposing that ETE fully mediates the relationship between ETA and PIP.

The role of service fairness in the service quality – relationship quality – customer loyalty chain

2015 ◽  
Vol 25 (6) ◽  
pp. 744-776 ◽  
Author(s):  
Apostolos Giovanis ◽  
Pinelopi Athanasopoulou ◽  
Evangelos Tsoukatos
Keyword(s):  
Service Quality ◽  
Relationship Quality ◽  
Customer Loyalty ◽  
Higher Order ◽  
Equation Modeling ◽  
Content Type ◽  
Order Construct ◽  
Service Fairness

Purpose – The purpose of this paper is to extend the well-established nomological network of service quality-relationship quality-customer loyalty by introducing service fairness – a distinct service evaluation concept. Specifically, the study aims to investigate the impact of service fairness on relationship quality as a complementary to service quality driver, and the direct and indirect effect of service fairness on customer loyalty in the presence of service quality and relationship quality in a no failure/recovery effort service context. Design/methodology/approach – A telephone survey of a random sample of 408 customers of auto repair and maintenance services was implemented using a structured questionnaire with established scales. Data were analyzed with partial least squares path methodology, a structural equation modeling methodology. Findings – Interactional fairness is the most important formative determinant of customers’ overall fairness perception, followed by procedural and distributive fairness. Relationship quality measured as a higher order construct, made of satisfaction; trust; affective and calculative commitment, is the main determinant of customer loyalty. Also, it partially mediates, along with service quality, the relationship between service fairness and customer loyalty and fully mediates the effect of service quality on customer loyalty. Finally, service fairness has the highest overall effect on customer loyalty. Research limitations/implications – The sample is industry-specific and this may affect generalizability of findings. Also, the cross-sectional design adopted does not reflect temporal changes. Practical implications – Interactional fairness is of utmost importance to customers of the investigated industry. So, customers should be fairly treated at every point of contact. Also, service quality is heavily affected by service fairness. Thus, fair service leads to high-perceived service quality. Third, service quality affects customer loyalty only through relationship quality. Only when service quality is coupled by long-term quality relationships, signs of customer loyalty appear. Finally, service fairness influences customer loyalty mainly through service and relationship quality and has the highest overall effect on customer loyalty. So, fairly treating customers is crucial for developing long-term relationships that lead to customer loyalty. Originality/value – The role of service fairness in the service quality-relationship quality-customer loyalty chain is investigated and using a higher order construct for relationship quality.

scholarly journals PENGARUH RELATIONSHIP MARKETING DAN RELATIONSHIP QUALITY TERHADAP LOYALITAS PELANGGAN DENGAN KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING PADA PRODUK PARFUM MULEGH DI PURWOKERTO

2018 ◽  
Vol 1 (1) ◽  
Author(s):  
Ilham Akbar
Keyword(s):  
Customer Satisfaction ◽  
Relationship Quality ◽  
Relationship Marketing ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Marketing Relationship ◽  
Negative Effect ◽  
The Impact ◽  
The Relationship ◽  
Positive Effect

The research entitled �The Influence of Relationship Marketing and Relationship Quality Towards Customer Loyalty with Customer Satisfaction as The Intervening Variable on Mulleg Perfume Product in Purwokerto� aims to determine the impact of relationship marketing and relationship quality towards customer satisfaction and customer loyalty and to determine whether customer satisfaction could become the intervening variable. The hypothesis of this research is the relationship marketing has negative effect towards customer satisfaction, the relationship marketing has positive effect towards customer loyalty, the relationship quality has positively effect towards customer satisfaction, the relationship quality has positively effect towards the customer loyalty, and the customer loyalty could be able to mediate the influence of relationship marketing and relationship quality toward customer loyalty.� The analysis method that used on this research is the structural equation modeling.The results show that the relationship marketing has positive and significant effect towards customer satisfaction. It will increase the customer satisfaction of Mulleg Aromatic perfume product in Purwokerto. The relationship quality has positive and significant effect towards customer satisfaction, so it will increase the customer satisfaction of Mulleg Aromatic perfume product in Purwokerto. The relationship marketing has positive and significant effect towards customer loyalt. It will increase the customer loyalty of Mulleg Aromatic perfume product in Purwokerto. The relationship quality has positive and significant effect towards the customer loyalty. The Customer Satisfaction has positive and significant effect towards customer loyalty. The customer satisfaction could mediate the influence of relationship marketing towards the customer loyalty on Mulleg Aromatic perfume product in Purwokerto. The customer satisfaction could mediate the influence of relationship quality towards the customer loyalty of Mulleg Aromatic perfume product in Purwokerto.�Keywords : Relationship Marketing , Relationship Quality , Customer Satisfaction and Customer Loyalty�

The relationship between information sharing, informal contracts and trust on performance of supply chain management in the SMEs of batik

2018 ◽  
Vol 22 (3) ◽  
pp. 292-314 ◽  
Author(s):  
Aries Susanty ◽  
Norma Mustiana Sirait ◽  
Arfan Bakhtiar
Keyword(s):  
Supply Chain ◽  
Supply Chain Management ◽  
Data Collection ◽  
Information Sharing ◽  
Significant Positive Effect ◽  
Chain Management ◽  
Content Type ◽  
Informal Contracts ◽  
The Relationship ◽  
Positive Effect

Purpose The purpose of this study is twofold: to examine the effect of information sharing and contract on increasing the trust level in the relationship between the batik small- and medium-size enterprises (SMEs) and supplier and to examine the trust on performance of a supply chain related to the procurement of raw cotton fabric (mori). Design/methodology/approach This research used primary data collected through interviews and closed questionnaires using a five-point Likert scale. The sample included 65 people, including batik SME-owners in Pekalongan, a Central Java city. This research was conducted using partial least square (PLS) through SmartPLS 3.0 software to analyze the hypothesis. Findings The results of hypothesis testing indicate that trust between owners of SME and their suppliers has a significant positive effect on the performance of supply chain management (SCM). Strong trust between batik SME- owners with their suppliers will be beneficial for both parties. Among other things, trust can reduce unnecessary cost and activity, reduce the waiting time for the arrival of raw material, reduce the number of inventories and increase profit and customer satisfaction. This result has also show that information sharing and informal contract have a significant positive effect on trust between batik SME-owners and their mori suppliers. In this case, information sharing has a higher effect on trust compared to informal contract. Broader information was distributed to the batik SME-owners and their suppliers, resulting in stronger trust between them. Research limitations/implications The limitations of this study include the relatively small sample size and data collection method used to determine the effect of trust, the number of the antecedent variables of trust and the type of scale used to measure the performance of the supply chain. Suggestions for future research may include expanding the scope of the data collection to other regions in Indonesia; adopting a dyadic approach and longitudinal research in providing evidence on the effect of trust as a component of an interactive activity along the supply chain; adding other variables that contribute towards increasing the trust between SMEs and their suppliers (such as commitment); and enhancing the performance measurement of SCM by using a direct measure of financial and non-financial performance instead of recording the perception of the batik SME-owners. Practical implications As the scale of their business increases, it is better if the batik SMEs can enhance information sharing and informal contract with suppliers to promote the development of trust. In this case, to ensure that batik SMEs will have better information sharing from their supplier, it is better if the batik SME-owners using the criteria of supplier willingness to share detailed information when they select the new supplier. Then, to increase the role of contract on trust, it is better if owner of batik SME learn to understand the written contract processes and procedures as their business scale increases. Social implications The research confirms that information sharing, informal contract and trust between batik SMEs and their suppliers can have a positive effect on the performance of the supply chain. It may encourage more SMEs and suppliers in the batik industry to build better information sharing, informal contract and trust as a bottom line for the economic and non-economic growth of their business. Originality/value The conceptual model used in this study is original, built from past research about the relationship between information sharing, informal contract and trust on the performance of the supply chain. Besides, the selection of the sample is also original, which in this case is on the batik SMEs which have informal contracts. This case has still been rarely studied, and the research is therefore highly valuable.

An empirical study of the relationship between inclusive leadership and business model innovation

2021 ◽  
Vol 42 (3) ◽  
pp. 480-494
Author(s):  
Yangchun Fang ◽  
Xinxing Dai ◽  
Xudong Zhang
Keyword(s):  
Employee Engagement ◽  
Business Model ◽  
Primary Source ◽  
Boundary Spanning ◽  
Business Model Innovation ◽  
Zhejiang Province ◽  
Inclusive Leadership ◽  
Content Type ◽  
The Relationship ◽  
Positive Effect

PurposeTo better understand factors that lead to business model innovation (BMI) in organizations, this study argues that inclusive leadership is the primary source that motivates employee engagement in boundary-spanning activities, which fosters BMI by generating and integrating employee knowledge through boundary-spanning exploration.Design/methodology/approachThis paper analyzes the relationships between inclusive leadership, boundary-spanning exploration and BMI to discover how they influence each other. This is achieved by a survey of more than 30 enterprises in Zhejiang Province, China. The survey data are analyzed using SPSS.FindingsInclusive leaders who display characteristics of openness, accessibility and availability have a positive effect on BMI and boundary-spanning exploration; openness and accessibility have more significant positive effect on BMI and boundary-spanning exploration.Research limitations/implicationsBecause this study covers only in Zhejiang Province, in China, the findings may not be easily generalizable to other contexts. Other factors, such as organizational structure and contextual characteristics, could also be added as antecedents in a future investigation. Moreover, the scales could be revised more suitable for China in the future.Practical implicationsThe empirical findings can be used as guidelines for firms seeking to take advantage of inclusive leadership and to help firms motivate their employees to engage in boundary-spanning exploration to acquire, generate and integrate knowledge from diverse sources to promote BMI.Originality/valueThis study provides insights that will be of value by adding to the theoretical foundation of our understanding of the antecedents to firms' BMI. This study argues that employees' boundary-spanning exploration is important to BMI as well. Inclusive leadership is crucial to stimulate boundary-spanning exploration by employees. Therefore, how to encourage inclusive leadership in firms is well worth examining.

Experiential quality, experiential relationship quality and future experiential intentions in the Macau gaming industry

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Hung-Che Wu ◽  
Chi-Han Ai ◽  
Ya-Yuan Chang ◽  
De-Quan Wang ◽  
Tsung-Pao Wu
Keyword(s):  
Relationship Quality ◽  
Physical Environment ◽  
The Body ◽  
Gaming Industry ◽  
Content Type ◽  
Body Of Knowledge ◽  
Study Results ◽  
Experiential Quality ◽  
Positive Effect

Purpose The purpose of this paper is to use the Macau gaming industry as a case study to discuss the multifaceted relationships involving experiential quality, experiential relationship quality and future experiential intentions. Design/methodology/approach In this study, 566 usable responses were collected from casino gamblers who had gaming experience in one casino of Macau. Findings According to the study results, the dimensions of experiential quality (hedonics, involvement, surprise, fun, gambler contact and physical environment) had a positive effect on experiential satisfaction, which in turn led to experiential trust. Both experiential trust and experiential satisfaction positively influenced experiential commitment. Moreover, experiential trust, experiential satisfaction and experiential commitment positively affected future experiential intentions. Originality/value The main contribution of this research is that it has added to the body of knowledge about the interplay between the dimensions of experiential quality, the dimension of experiential relationship quality and future experiential intentions, which can be fruitful for the gaming industry.

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