How Gifts Influence Relationships With Service Customers and Financial Outcomes for Firms

2016 ◽  
Vol 20 (2) ◽  
pp. 105-119 ◽  
Author(s):  
André Marchand ◽  
Michael Paul ◽  
Thorsten Hennig-Thurau ◽  
Georg Puchner
Keyword(s):  
Customer Relationships ◽  
Financial Outcomes ◽  
Internal Customer ◽  
Mediation Analyses ◽  
Customer Perceptions ◽  
Service Companies ◽  
Spending Behavior ◽  
Relationship Investment ◽  
And Behavior ◽  
The Impact

Service companies invest billions of dollars to develop and maintain long-term customer relationships by offering corporate gifts. Yet several questions remain regarding such relationship marketing instruments: What impact do different kinds of gifts have on customers? Which perceptions allow gifts to affect customer behavior? What financial outcomes do these gifts imply for firms? To answer these questions, the authors use data from 1,950 airline customers—combining a longitudinal field experiment with internal customer database information—and explore the effects of different gift designs on customer perceptions and actual spending behavior. The experiment manipulates four gift designs (economic related/unrelated; social related/unrelated) and measures customer perceptions and behavior at different points in time. Multivariate analyses of covariance (MANCOVAs) and spotlight analyses reveal that the congruent combinations of economic related and social unrelated gift dimensions have the strongest effects on customer perceptions of relationship investment. Serial mediation analyses further reveal that the impact of gifts on customer spending is fully mediated by customer perceptions of perceived relationship investment and repurchase intention. Economic related gifts produce the highest contribution margins. Service managers may use these findings to design effective gifts and management processes (e.g., gift success tracking).

scholarly journals What Should be Known to Conduct in the Travel Industry? Extending to Knowledge-based View

2015 ◽  
Vol 2 (1) ◽  
pp. 97-101
Author(s):  
Kuan-Yang Chen
Keyword(s):  
Customer Relationships ◽  
Future Research ◽  
Competitive Response ◽  
Market Knowledge ◽  
Internal Customer ◽  
Knowledge Based ◽  
External Customer ◽  
And Performance ◽  
Travel Industry ◽  
And Behavior

The purpose of this study is to explore what market knowledge of the travel industry involves. Although there has been consensus that market knowledge is drawn from the market orientation theory, little insight into the nature and issue of market knowledge from the knowledge-based view is identified. Thus, our aim is to fill this gap in the market knowledge of tourism literature. To this end, this study adopts the discovery-oriented approach of qualitative study to delineate the domain of the market knowledge construct in the travel industry setting.The study interviewed two companies and summarized four categories of 4C market knowledge: Knowledge of external customer (customer) including customer profile, traveler’s psychology and behavior, and customer relationships management; internal customer (employee) including employee equity, workforce management, and performance control; competitor, including competitive status and competitive response; and partner client (supplier and distributor), including partners’ characteristics and supply chain management. This study provides operational definitions and a legible framework of market knowledge for directing future research.

Customer relationship and the operating performance following private placements

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Fei Teng ◽  
Xue Xia ◽  
Yu Xin
Keyword(s):  
Bargaining Power ◽  
Operating Performance ◽  
Customer Relationships ◽  
Customer Relationship ◽  
Strategic Development ◽  
Content Type ◽  
Private Placements ◽  
Relationship Investment ◽  
The Impact

Purpose Close relationship with major customers, by curtailing opportunistic behaviors during private placements (PPs) and guaranteeing the production and sales of products after, is expected to facilitate the realization of PP’s strategic goals. However, major customers, on the contrary, may impair PP’s performance because of their strong bargaining power. Based on the transaction cost theory and relational contract theory, this paper aims to investigate the impact of major customers on firms’ strategic development in the context of private placements. The mechanisms of such impact are analyzed from the prospect of economies of scale, supervision and the rip-off effect by major customers. Further, the moderating role of the customer relationship investment (CRI) is considered. Design/methodology/approach Using a sample of China’s non-financial A-share listed firms during 2010-2016, this paper empirically investigates the impact of customer relationships on firms’ operating performance following PPs. In the main regressions, the sales growth rate serves as the dependent variable to measure PP’s operating performance, while the customer concentration proxies for the closeness of customer relationship. This study captures the impact of customer relationships on PPs’ performance by looking at the coefficient of the interaction term of post PP dummy and customer concentration. In the additional tests, selling and management expenses along with entertainment and traveling expenditures are used to measure customer relationship investment. Findings Results show that major customers help improve PPs’ strategic performance. The more concentrated the customer portfolio is, the higher operating performance will be after the PPs. Such a relationship is stronger when CRI is at a higher level. However, CRI also incurs costs, which impairs the effect of major customers on net profit. Further research finds that the effect of major customers is more pronounced in situations of extensional PPs, with actively interactive customers and in non-state-owned firms. In addition, state-owned customers with strong bargaining power have impaired the role of customers in promoting PP’s operating performance. Originality/value This paper validates the role of customers in firms’ strategic development. The study not only contributes to the research on the economic consequences of customers but also adds to the evolving literature of factors affecting the performance of PPs. The findings of the study have important practical implications for both customer relationship management and the supervision of PPs.

The Impact of COVID-19 Quarantine on Children‘s Behaviors and Language

2020 ◽  
Vol 11 (SPL1) ◽  
pp. 796-806
Author(s):  
Sana M Kamal ◽  
Ali Al-Samydai ◽  
Rudaina Othman Yousif ◽  
Talal Aburjai
Keyword(s):  
Social Relations ◽  
Child Psychology ◽  
Simple Random Sample ◽  
Community Pharmacies ◽  
The World ◽  
Female Children ◽  
And Behavior ◽  
The Impact ◽  
Pharmaceutical Interventions

COVID-19 pandemic has spread across the world, which considered a relative of the severe acute respiratory syndrome (SARS), with possibility of transmission from animals to human and effect each of health and economic. Several preventative strategies and non-pharmaceutical interventions have been used to slow down the spread of COVID-19. The questionnaire contained 36 questions regarding the impact of COVID-19 quarantine on children`s behaviors and language have been distributed online (Google form). Data collected after asking parents about their children behavior during quarantine, among the survey completers (n=469), 42.3% were female children, and 57.7 were male children. Results showed that quarantine has an impact on children`s behaviors and language, where stress and isolationism has a higher effect, while social relations had no impact. The majority of the respondents (75.0%) had confidence that community pharmacies can play an important role in helping families in protection their children`s behaviors and language as they made the highest contact with pharmacists during quarantine. One of the main recommendations that could be applied to help parents protection and improvement their children`s behaviors and language in quarantine condition base on simple random sample opinion is increasing the role of community pharmacies inpatient counseling and especially towards children after giving courses to pharmacists in child psychology and behavior. This could be helpful to family to protect their children, from any changing in them behaviors and language in such conditions in the future if the world reface such the same problem.

THE IMPACT OF "PUBLIC CULTURE" ON YOUTH SPIRITUALITY

2020 ◽  
Vol 3 (1) ◽  
pp. 130-135
Author(s):  
Mukhiddin Tursunmuratov ◽  
Keyword(s):  
Popular Culture ◽  
Young People ◽  
Public Culture ◽  
And Behavior ◽  
The Impact

This article provides a detailed description and explanation of the term "popular culture". It also analyzes a number of aspects of "popular culture" that are becoming more widespread today, their role and influence in the formation of the minds and behavior of young people, and draws the necessary conclusions. Most importantly, it also describes ways to protect young people from threats in the form of "popular culture" that negatively affect their morale.

Understanding Motivating Operations and the Impact on the Function of Behavior

2020 ◽  
Vol 56 (2) ◽  
pp. 119-122
Author(s):  
Doris Adams Hill ◽  
Theoni Mantzoros ◽  
Jonté C. Taylor
Keyword(s):  
Behavioral Interventions ◽  
Special Educators ◽  
Motivating Operations ◽  
Behavior Intervention Plans ◽  
Education Professionals ◽  
Functional Behavior ◽  
Special Education Professionals ◽  
And Function ◽  
And Behavior ◽  
The Impact

Special educators are often considered the experts in their school when it comes to developing functional behavior assessments (FBA) and behavior intervention plans (BIP), yet rarely are they trained much beyond basic antecedents, behaviors, and consequences (ABC). This column discusses concepts that will expand special education professionals’ knowledge to make better decisions regarding interventions for the students they serve. Specifically, the focus is on motivating operations (MO) and function-based interventions and the implications of these on behavior. Knowledge of the concept of MOs can enhance a teacher’s ability to provide evidence-based interventions and more fully developed behavioral interventions for students in their purview.

scholarly journals Relative contributions of family history and a polygenic risk score on COPD and related outcomes: COPDGene and ECLIPSE studies

2020 ◽  
Vol 7 (1) ◽  
pp. e000755
Author(s):  
Matthew Moll ◽  
Sharon M. Lutz ◽  
Auyon J. Ghosh ◽  
Phuwanat Sakornsakolpat ◽  
Craig P. Hersh ◽  
...  
Keyword(s):  
Family History ◽  
Risk Score ◽  
Characteristic Curve ◽  
Significant Proportion ◽  
Chronic Obstructive ◽  
Polygenic Risk Score ◽  
Positive Interaction ◽  
Polygenic Risk ◽  
Mediation Analyses ◽  
The Impact

IntroductionFamily history is a risk factor for chronic obstructive pulmonary disease (COPD). We previously developed a COPD risk score from genome-wide genetic markers (Polygenic Risk Score, PRS). Whether the PRS and family history provide complementary or redundant information for predicting COPD and related outcomes is unknown.MethodsWe assessed the predictive capacity of family history and PRS on COPD and COPD-related outcomes in non-Hispanic white (NHW) and African American (AA) subjects from COPDGene and ECLIPSE studies. We also performed interaction and mediation analyses.ResultsIn COPDGene, family history and PRS were significantly associated with COPD in a single model (PFamHx <0.0001; PPRS<0.0001). Similar trends were seen in ECLIPSE. The area under the receiver operator characteristic curve for a model containing family history and PRS was significantly higher than a model with PRS (p=0.00035) in NHWs and a model with family history (p<0.0001) alone in NHWs and AAs. Both family history and PRS were significantly associated with measures of quantitative emphysema and airway thickness. There was a weakly positive interaction between family history and the PRS under the additive, but not multiplicative scale in NHWs (relative excess risk due to interaction=0.48, p=0.04). Mediation analyses found that a significant proportion of the effect of family history on COPD was mediated through PRS in NHWs (16.5%, 95% CI 9.4% to 24.3%), but not AAs.ConclusionFamily history and the PRS provide complementary information for predicting COPD and related outcomes. Future studies can address the impact of obtaining both measures in clinical practice.

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