Dimensionality of frontline employee friendliness in service encounters

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Melanie F. Boninsegni ◽  
Olivier Furrer ◽  
Anna S. Mattila
Keyword(s):  
Relationship Quality ◽  
Relationship Marketing ◽  
Quantitative Research ◽  
Factor Model ◽  
Perceived Value ◽  
Measurement Instrument ◽  
Critical Determinant ◽  
Content Type ◽  
Frontline Employee ◽  
Quantitative Survey

PurposeThis article explores four dimensions of frontline employee (FLE) friendliness (humorous, informal, conversational, and approachable) to propose a relevant measurement instrument of the influence of FLE friendliness on relationship quality and perceived value, as well as its indirect influence on repatronage intentions. Recent studies suggest FLE friendliness, defined as a tendency to convey an affective customer–employee social interaction, is a critical determinant of relationship marketing, but few scholars agree on its dimensionality. This study seeks a deeper understanding of FLE friendliness by investigating its different dimensions in various service contexts.Design/methodology/approachThe mixed-method design, including both qualitative and quantitative research, offers a deeper understanding of the phenomenon of FLE friendliness.FindingsThe content analysis suggests FLE friendliness is multidimensional and composed of humorous, informal, conversational, and approachable behaviors. The results of a quantitative survey, conducted across four service contexts, validate this four-factor model. A second quantitative survey across two service contexts reveals the weights and relative importance of the dimensions, and then a third quantitative survey across three service contexts confirms that FLE friendliness is a significant driver of relationship quality, perceived value, and repatronage intentions (indirectly).Originality/valueThis study contributes to relationship marketing literature by strengthening the conceptual foundations of FLE friendliness, clarifying the dimensionality of the construct, developing a comprehensive measurement instrument, and extending previous research on the customer–employee interactions.

scholarly journals The Perceived Value of Higher Education and University Competitiveness - The Rubik Cube Metaphor

2021 ◽  
Vol 7 (1) ◽  
pp. 33-59
Author(s):  
Costinel Dobre ◽  
Gheorghe Preda ◽  
Anca Milovan ◽  
Remus Ionut Naghi ◽  
Sorin Ioan Prada
Keyword(s):  
Higher Education ◽  
Relationship Marketing ◽  
Quantitative Research ◽  
Perceived Value ◽  
Positive Influence ◽  
Integrated Marketing ◽  
Measurement Scales ◽  
Relational Value ◽  
Fierce Competition

Purpose. Over the past two decades, concerned with how stakeholders perceive the value of their services, universities have adopted entrepreneurial orientations and relationship marketing approaches into their activities. The fierce competition on the global higher education market, forced university managers to innovate, to look for new ways to build their offer. Relationship marketing and the knowledge regarding the stakeholders, primarily the students’ perception of their offerings, can provide universities with a competitive advantage. As such, university managers need to carry out satisfaction surveys, inquiries regarding the universities image or the perceived value of the academic programs and services offered, need to plan and organize offline and online integrated marketing communication campaigns. Methodology/Design/Approach. Based on the resemblance of perceived value with a Rubik's cube, university marketers can constantly innovate through the way they match the various dimensions of perceived value or facets of the cube to meet the stakeholders’ expectations. Result /Findings. This research highlights the dimensions of the perceived value of the educational offer and determines the extent to which factors such as the university image, the source of financing the studies and the duration of the student - university relationship have an influence on the perception of value. For this purpose we conducted a quantitative research on a sample of 320 students from the largest faculty from the West University of Timișoara, Romania. To perform the statistical data analysis, the following steps were carried out: (1) the reliability of the measurement scales analysis; (2) the opportunity to perform the factorial analysis verification; (3) the exploratory and confirmatory factor analysis and (4) the research hypotheses testing. Research results showed that the perceived relational value affects the student’s perceptions on the quality of learning, the usefulness and quality of the acquired knowledge, the employment opportunities. The institutional image has a positive influence on the perceived value of the educational offer. For university or faculty managers, it is important to know how to combine the various facets of the perceived value-technical value, relational value, social value, temporal value- in order to provide the value expected by their stakeholders, primarily by students.

Analysis of relationship marketing factors for sports centers with mixed methods research

2018 ◽  
Vol 30 (1) ◽  
pp. 182-197 ◽  
Author(s):  
Sheng Yen Lee
Keyword(s):  
Mixed Methods ◽  
Relationship Marketing ◽  
Mixed Methods Research ◽  
Quantitative Research ◽  
Negative Impact ◽  
Customer Relationship ◽  
Content Type ◽  
Statistical Survey ◽  
Depth Interviews ◽  
Practical Implications

Purpose The purpose of this paper is to study the effects of relationship marketing factors of sports centers on commitment to relationship and intention to recommend. Design/methodology/approach A statistical survey was conducted for quantitative research, and in-depth interviews, for qualitative research, according to the mixed methods research. Findings The results of the quantitative research show that the relationship marketing factors of bonding, facility, and price positively influence commitment to relationship. Expertise and facility positively influence intention to recommend. Finally, commitment to relationship positively influences intention to recommend. Practical implications Sports centers could build relationships based on polite and hospitable service, and host monthly events for building rapport among members. Instructors’ expertise promotes bonding and serves as the most essential factor for intention to recommend. Sports centers must adequately introduce promotions related to rational consumption and specialized promotion. Centers that are managed too carelessly or frugally will have a highly negative impact on customer relationship and intention to recommend. Originality/value This study aims to empirically analyze customer needs by comparing the results of in-depth interviews with customers based on the results of quantitative studies through mixed methods research. It determines the relationships between the aforementioned variables, providing practical implications through analysis of the customers’ subjective consciousness by focusing on sports facilities in order to secure competitive advantage, and thus, overcome financial difficulties.

Relationship orientation in banking and insurance services – a review of the evidence

2018 ◽  
Vol 10 (3) ◽  
pp. 237-255 ◽  
Author(s):  
Ankitha Shetty ◽  
Savitha Basri
Keyword(s):  
Relationship Quality ◽  
Relationship Marketing ◽  
Bibliographic Databases ◽  
Sales Representatives ◽  
Conceptual Base ◽  
Content Type ◽  
Adaptive Selling ◽  
Relationship Orientation ◽  
Contact Frequency ◽  
Sales Effectiveness

Purpose This study aims to review the published empirical research on relationship orientation in banking and insurance services. The objective of the study is to understand whether a strong customer–sales representative relationship contributes to sales effectiveness and to know the significance of relational behaviors in developing and maintaining long-term relationship. Design/methodology/approach Through Boolean search, a systematic review with narrative synthesis was conducted. Relevant electronic bibliographic databases and reference lists of pertinent review articles were searched. Screening and eligibility of articles were based on participants, interventions, comparisons, outcomes (PICO) model and PRISMA (Preferred Reporting Items for Systematic reviews) guidelines. Findings A total of 22 papers were finalized for the study, and results reveal that customer orientation behavior and adaptive selling behavior of sales representatives improve relationship quality, culminating in higher customer satisfaction, enhanced loyalty and escalated commitment, whereas selling orientation diminishes the relationship quality. The attributes of sales person especially contact intensity, contact frequency and client knowledge augment sales effectiveness and longstanding relationship with the customers. Practical implications This paper would provide valuable insights for financial sales representatives, academicians and practitioners of relationship marketing in the area of banking and insurance services. Personalization and customizations are important aspects of the provision of social benefits that strengthen competitive advantage. Originality/value Although the relevance of relationship marketing has been acknowledged, the conceptual base of relationship orientation in banking and insurance services has received only limited attention.

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.

Market orientation and service innovation on customer perceived value

2016 ◽  
Vol 39 (4) ◽  
pp. 449-467 ◽  
Author(s):  
Ying-Pin Yeh
Keyword(s):  
Relationship Quality ◽  
Market Orientation ◽  
Structural Equation ◽  
Explanatory Power ◽  
Perceived Value ◽  
Service Innovation ◽  
Customer Relationship ◽  
Customer Participation ◽  
Content Type ◽  
Customer Perceived Value

Purpose To enhance their competitive advantage, firms are increasingly regarding customer-perceived value as a vital factor in advancing the level of service performance. This paper aims to explore how supermarket retailers select and implement market orientation (MO) and service innovation strategies to enhance customer-perceived value based on their investment. Design/methodology/approach A review of the related literature indicated that studies have rarely explored the meanings and outcomes of MO and service innovation. Therefore, this paper examined the roles of MO and service innovation, evaluating how these factors affected relationship quality and customer-perceived value in a supermarket context. Customer advocacy and customer participation were evaluated as the mediating variables, and six hypotheses were formulated. The data were collected by conducting a questionnaire survey of the customers from five of the largest Taiwanese supermarket retailers. A structural equation model was used to test the hypotheses based on the respondent sample data. Findings The results indicated that customer participation and relationship quality are positively related to customer-perceived value. Customer advocacy is positively related to customer participation and relationship quality. MO and service innovation are positively related to customer advocacy. Research Limitations/implications The high explanatory power of the results of the deduced model in this research help explain the MO and service innovation of supermarket retailers toward customers. However, the collection of data related to other retailers requires consumers in other countries to test the robustness of this theoretical model. The results of analyses conducted on other industries and in other countries may differ. Practical Implications This paper investigated how the MO and service innovation capabilities of supermarket retailers contributed to their customer advocacy to achieve superior customer participation, customer relationship quality and customer-perceived value. Originality/value This paper investigates the effect of MO and service innovation on relationship quality and perceived value, and regards customer advocacy and customer participation as mediators.

The empirical study on patient loyalty

2014 ◽  
Vol 19 (3) ◽  
pp. 269-283 ◽  
Author(s):  
Sik Sumaedi ◽  
I Gede Mahatma Yuda Bakti ◽  
Tri Rakhmawati ◽  
Nidya J. Astrini ◽  
Tri Widianti ◽  
...  
Keyword(s):  
Healthcare Service ◽  
Quantitative Research ◽  
Perceived Value ◽  
Healthcare Services ◽  
Positive Influence ◽  
Survey Method ◽  
Content Type ◽  
Patient Loyalty ◽  
Service Institution ◽  
Improve Patient

Purpose – The purpose this paper is to investigate the simultaneous effects of satisfaction, perceived value, and trust on loyalty in healthcare services. Design/methodology/approach – This research used a quantitative research methodology. The data collection was performed using a survey method. The respondents of this study are 165 patients in a healthcare institution in Bekasi, Indonesia. Multiple regression analysis was carried out to analyze the data. Findings – The results demonstrated that trust has a positive influence on patient loyalty. However, this research also found that satisfaction and perceived value has no significant impact on patient loyalty. Research limitations/implications – The research was conducted only in one healthcare service institution in Bekasi using convenience sampling. Thus, the findings need to be further examined in different context in order to ensure their stability. Practical implications – The findings can be used as valuable information for healthcare service institution managers in their efforts to improve patient loyalty. Originality/value – This paper fills a literature gap by developing and testing a patient loyalty model that includes not only satisfaction, but also perceived value and trust.

Psychometric properties of the revised Urdu version dyadic adjustment scale for evaluating marital relationship quality between madrassa and Non-Madrassa married women

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Bushra Naeem ◽  
Muhammad Aqeel ◽  
Aneela Maqsood ◽  
Ishrat Yousaf ◽  
Saima Ehsan
Keyword(s):  
Psychometric Properties ◽  
Relationship Quality ◽  
Marital Conflict ◽  
Factor Model ◽  
Life Quality ◽  
Marital Relationship ◽  
Married Women ◽  
Cross Cultural ◽  
Dyadic Adjustment ◽  
Content Type

Purpose This study aims to explore the indigenous needs of married women in Pakistan due to the public health challenges they face due to marital conflict. The research focuses on investigating psychometric properties and cross-cultural validation of the revised dyadic adjustment scale’s (RDAS) Urdu translated version to assess marital relationship quality between married madrassa and non-madrassa women. The study examines empirically validated two-factor model (RDAS) between married madrassa and non-madrassa women (Busby et al., 1995; Hollist et al., 2012; Isanezhad et al., 2012; Christensen et al., 2006) and (Bayraktaroglu and Cakici, 2017). These studies approach including consensus, satisfaction and cohesion. Design/methodology/approach The investigators executed the study into two phases: a pilot test and the main survey. Findings The pilot study's findings specified that the Urdu translated version of the revised DAS indicated a decent internal consistency (a = 0.70). The overall revised DAS maintained a stronger test-retest correlation and tested it over 15 days (r = 0.95). The main study recorded 300 respondents' responses from madrassa and non-madrassa married women using a purposive sampling approach and recruited them from the locality of various madrassas and housing societies of Islamabad, Azad Kashmir and Rawalpindi, Pakistan. The study findings showed higher intercorrelations between total and subscales of the revised DAS. It further compared the groups with a multi-group confirmatory factor analysis (CFA) method and examined the revised DAS structure in married madrassa and non-madrassa women. Practical implications This study contributes to scientific knowledge and helps develop and validate indigenous cross-cultural instruments to examine marital life quality. It offers practical and reliable information about Pakistani couples' emotional attachment and marriage adjustment issues. Originality/value The study applied a three-factor solution, and it demonstrated a robust factorial validity in the context of Pakistani culture, which is a novel contribution to the literature.

Constructing early childhood leadership models in China: a mixed-methods study

2020 ◽  
Vol 58 (6) ◽  
pp. 729-748
Author(s):  
Mo Wang ◽  
Dora Ho ◽  
Jiafang Lu ◽  
Dongmei Yang
Keyword(s):  
Factor Analysis ◽  
Early Childhood ◽  
Quantitative Research ◽  
Factor Model ◽  
Reliability And Validity ◽  
Content Type ◽  
Early Childhood Leadership ◽  
Standard Scale ◽  
Management And Development ◽  
Validity Tests

PurposeThe purpose of this study is to construct a scale that is contextually suitable for measuring early childhood leadership in China.Design/methodology/approachFollowing a standard scale development procedure, both qualitative and quantitative research approaches were addressed. Qualitative data was collected from 21 semistructured interviews with formal and informal teacher leaders in Xiamen City, China. Using survey data of 120 respondents and 305 respondents, an exploratory factor analysis was conducted twice to determine the underlying factorial structure of the scale. A further sample of 317 respondents were used to test the latent structure and validity of the scale using confirmatory factor analysis.FindingsBased on the results from reliability and validity tests, this study indicates that the scale demonstrates sound psychometric properties. A three-factor model was determined, including staff management and development, peer learning and support and communication with parents.Originality/valueThe scale is the first of its kind for measuring early childhood leadership in China.

scholarly journals Purchase intention of organic food under the influence of attributes, consumer trust and perceived value

2019 ◽  
Vol 26 (3) ◽  
pp. 198-211 ◽  
Author(s):  
Isabelle Cristina Galindo Curvelo ◽  
Eluiza Alberto de Morais Watanabe ◽  
Solange Alfinito
Keyword(s):  
Linear Regression ◽  
Purchase Intention ◽  
Quantitative Research ◽  
Organic Food ◽  
Negative Relationship ◽  
Perceived Value ◽  
Consumer Trust ◽  
Organic Foods ◽  
Content Type ◽  
Emotional Value

Purpose The consumption of organic food increases worldwide, which raises the need for studies that try to understand the variables that affect the consumption of this kind of food. The purpose of this paper is to analyze the influence of attributes, consumer trust and perceived value on purchase intention of organic food. Design/methodology/approach A descriptive quantitative research was conducted through a survey of 247 valid cases of organic food consumers. For the purposes of analysis, exploratory factorial and linear regression analyzes were chosen. Findings Exploratory factor analysis showed that all tested constructs were valid for the Brazilian context. Linear regression analyses showed that emotional value, consumer trust and the attribute “sensory appeal” affect the purchase intention of organic food. Emotional value had a stronger relationship and sensory appeal showed a negative relationship with purchase intention. Practical implications Research results can help managers increase the likelihood of buying organic foods through strategic marketing management focused on emotional value and sensory appeal factors. Originality/value The study offers value to the study of organic foods in view that this theme is not much explored in the Brazilian scenario even with the market in an increasing pattern, as well as the combination of perceived value, attributes, trust and purchase intention as variables in a single prediction model.

Relationship dynamics in customer loyalty to online banking services

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Akram Garepasha ◽  
Samad Aali ◽  
Ali Reza Bafandeh Zendeh ◽  
Soleyman Iranzadeh
Keyword(s):  
Life Cycle ◽  
Relationship Quality ◽  
Relationship Marketing ◽  
Customer Loyalty ◽  
Online Banking ◽  
Relationship Dynamics ◽  
Banking Services ◽  
Content Type ◽  
Long Run ◽  
The Relationship

Purpose The purpose of this paper is to investigate the effect of service quality and relationship quality on customer loyalty in different stages of the relationship life cycle in online banking services. Design/methodology/approach A total of 651 Iranian online banking customers participated in the research by completing questionnaires. The research hypotheses were tested using structural modeling technique. Findings The results showed that the relationship quality on customer loyalty in online banking services is affected by the relationship life cycle. The results also showed that online service quality, in the form of Utilitarian quality and Hedonic quality, has a positive effect both directly and indirectly on customer loyalty through online relationship quality. Research limitations/implications In this paper, the relationship dynamics was achieved through adding the relationship life cycle variable to the model. However, the study was a cross-sectional research and different results might be obtained if data was collected longitudinally. Practical implications In an online banking service, the role of relationship quality in the prediction of customer loyalty is reduced as the relationship ages. Therefore, marketers need to consider other marketing actions to continue their relationship with the customer in the long run. Originality/value This paper examines customer loyalty to online banking services from dynamic perspective by introducing relationship life cycle as a moderating variable for the first time. Therefore, the main contribution of this paper is to develop the relationship marketing literature in the field of relationship dynamics and to challenge the effectiveness of relationship marketing in the long run.

Sign in / Sign up

Export Citation Format

Share Document