Guest–Server Exchange Model and Performance: The Connection Between Service Climate and Unit-Level Sales in Multiunit Restaurants

2016 ◽  
Vol 42 (1) ◽  
pp. 122-141 ◽  
Author(s):  
Alex M. Susskind ◽  
K. Michele Kacmar ◽  
Carl P. Borchgrevink
Keyword(s):  
Firm Performance ◽  
Structural Equation ◽  
Process Management ◽  
Service Providers ◽  
Equation Model ◽  
Exchange Model ◽  
Service Climate ◽  
Firm Level ◽  
Organizational Policies ◽  
Guest Satisfaction

Using a sample of 51 full-service restaurants from three competing full-service restaurant companies, we extended the research on service process management by connecting the reactions of service-based employees to guests’ satisfaction with their service experience and firm-level performance. We replicated and confirmed previous tests of the existing guest–server exchange model connecting frontline-level employees’ attitudes toward their work as service providers to guests’ satisfaction in the restaurants. Most notably, we extended the guest–server exchange model by including the relationship between guests’ reports of satisfaction with service and firm performance, bringing together three unique sources of data. The findings from the test of our structural equation model revealed that 26% of the variance in firm performance was accounted for by guest satisfaction, showing that organizational policies and support for employees, are connected to a positive service climate, guest satisfaction, and firm performance, measured as sales per available seat in each restaurant.

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.

The Impacts of Electronic Collaboration and Information Exploitation Capability on Firm Performance

2011 ◽  
pp. 81-100
Author(s):  
Ilsang Ko ◽  
Lorne Olfman ◽  
Sujeong Choi
Keyword(s):  
Firm Performance ◽  
Information Sharing ◽  
Structural Equation ◽  
Equation Model ◽  
Mediating Effect ◽  
Company Performance ◽  
Electronic Information ◽  
Electronic Collaboration ◽  
Organizational Information ◽  
Electronic Information Sharing

We assessed the effects of electronic collaboration using inter-organizational information systems (IOIS) on firm performance, particularly between dominant buyers and their suppliers. From the suppliers’ perspective, we examined ways in which higher levels of performance can be achieved by increasing the extent that they proactively participate in business activities using IOIS. We defined electronic collaboration as consisting of two major activities: electronic information sharing (EIS) and electronic cooperation (ECo). We also evaluated the extent of EIS and ECo that suppliers contribute to their development of an information exploitation capability (IEC). This capability enables them to utilize internally both information and knowledge created from electronic collaboration. In addition, we assessed the effects of electronic collaboration activities and IEC on a firm performance. We collected surveys from 169 firms, and conducted a Structural Equation Model analysis. We also empirically tested the research model and five hypotheses. The results of the statistical analysis indicated that electronic information sharing exerts a clear effect on electronic cooperation. We determined that EIS and ECo are major sources for the development of IEC and that both ECo and IEC result in improved company performance. Both electronic information sharing and electronic cooperation substantially foster an information exploitation capability. We also determined that the information exploitation capability has a partial mediating effect between electronic information sharing and electronic cooperation on firm performance.

Loyalty Programme and Meta-Services

2017 ◽  
Vol 9 (1) ◽  
pp. 35-56 ◽  
Author(s):  
Pierre-Yves Léo ◽  
Vikrant Janawade ◽  
Jean Philippe
Keyword(s):  
Structural Equation ◽  
Service Providers ◽  
Equation Model ◽  
Point Of View ◽  
Global Evaluation ◽  
Main Hypothesis ◽  
Airline Alliances ◽  
Airline Alliance ◽  
Loyalty Programme

This research focuses on the customers' perception of loyalty programme offered by networked service providers such as airline alliances. The authors call such services meta-services. Their main hypothesis is that after experiencing meta-services delivered by meta-service providers, consumers synthesise a part of their perceptions in terms of the perceived benefits of the loyalty programme. This assessment will influence the perceived value, satisfaction, and at last behavioural intentions. The authors' point of view is to highlight the determinants of this assessment, including the quality of the proposed services and rewards. A quantitative survey was conducted in an airline alliance context. A structural equation model is tested in order to verify if the hypotheses are acceptable. It also shows how passengers build their global evaluation of a frequent flyer program and how far it influences their future behaviour towards the alliance members.

Improving firm performance through inter-organizational collaborative innovations

2018 ◽  
Vol 56 (6) ◽  
pp. 1167-1182 ◽  
Author(s):  
Miguel Hernandez-Espallardo ◽  
Fabian Osorio-Tinoco ◽  
Augusto Rodriguez-Orejuela
Keyword(s):  
Firm Performance ◽  
Open Innovation ◽  
Structural Equation ◽  
Strong Support ◽  
Equation Model ◽  
Data Set ◽  
Content Type ◽  
Mediating Role ◽  
Innovation Culture ◽  
Collaborative Innovation

Purpose The purpose of this paper is to add to the existing knowledge about how firm performance is influenced by their involvement in collaborative innovation. The contextual resource-based dimensions improve the participating firm’s performance through its impact on the job-related attitudes of the firm’s personnel. Design/methodology/approach Hypotheses were tested using structural equation model to analyze a set of data collected through surveys among a sample of Colombian manufacturers. Findings This study provides empirical evidence that contributes to the scarce research in the open innovation arena about how human resources influence performance in the inter-organizational collaborative innovations. In particular, it offers strong support for the key mediating role of the employees’ job-related attitudes in the relationship between complementary capabilities and innovation culture as value-creating conditions, and the participating firm’s ultimate sales and financial performance. Research limitations/implications The results may be affected by the context of the data set. Further studies considering the influence of specific contextual variables, such as the type of innovation, the national culture or the type of partner, could yield richer insights that would help validate the results of this study. Practical implications This study provides useful information for managers. As well as creating the required conditions to add value in the collaborative innovation, they should work to guarantee the better job-related outcomes for the employees involved in collaborative innovation projects. Originality/value This research contributes to the open innovation literature. It posits the employee’s attitudes toward collaborative innovations as a factor of the utmost importance in determining how the external collaboration affects internal performance.

scholarly journals Intention to Use Sustainable Green Logistics Platforms

2020 ◽  
Vol 12 (8) ◽  
pp. 3502 ◽  
Author(s):  
Su-Young Kwak ◽  
Woo-Sung Cho ◽  
Gil-Am Seok ◽  
Seung-Gyun Yoo
Keyword(s):  
Structural Equation ◽  
Service Providers ◽  
Statistical Processing ◽  
Equation Model ◽  
Perceived Usefulness ◽  
Network Effect ◽  
Intention To Use ◽  
Green Logistics ◽  
Checks And Balances ◽  
Factors Affecting

Recently, logistics platforms that facilitate interaction and the exchange and transaction of information have quickly emerged in the Korean domestic market. In order to further advance the development of logistics platforms into green logistics platforms in which participation in the early stages is not active, appropriate checks and balances are needed so that service providers, users, and platform operators can grow together in green logistics platforms. The purpose of this study is to empirically verify the factors affecting participants’ intentions to use green logistics platforms. Out of the 230 questionnaires distributed from 25 June to 11 July 2019, 14 were excluded from analyses due to unsatisfactory responses, while 216 responses were used for statistical processing. The structural equation model (SEM) was used to test hypotheses in this research. The results showed that the network effect and security factors influenced perceived usefulness, and trust did not affect perceived usefulness. Perceived usefulness also significantly influenced the intention to use green logistics platforms. The results of this study present strategies and directions for the future development of green logistics platforms.

Marketing capabilities and firm performance in fashion retailing

2003 ◽  
Vol 7 (4) ◽  
pp. 386-397 ◽  
Author(s):  
Marguerite Moore ◽  
Ann Fairhurst
Keyword(s):  
Customer Service ◽  
Structural Equation ◽  
Mail Survey ◽  
Equation Model ◽  
Life Cycles ◽  
Marketing Capabilities ◽  
Marketing Capability ◽  
Firm Level ◽  
The Usa ◽  
Short Product

Intense competition and short product life cycles in fashion retailing present a number of marketing challenges for retail firms in both the USA and abroad. In order to survive in this industry, it is vital for participants to develop and leverage core marketing capabilities. The current study examines the effectiveness of different marketing capability factors in a cross‐section of the US specialty apparel and footwear retailing sector (n = 60 retail firms). Data were collected from marketing executives in a national mail survey. Specifically, marketing capabilities in image differentiation, promotions, external‐market knowledge and customer service are examined for their impact on firm level performance. A two‐stage structural equation model is used to test the study’s hypotheses. Results suggest that the most effective marketing capabilities, in terms of performance, are image differentiation and promotional capability.

Effect of Organizational Learning, Transformational Leadership, and Market Orientation on Firm Performance

2016 ◽  
Vol 13 (03) ◽  
pp. 1640001 ◽  
Author(s):  
Fethi Calisir ◽  
Cigdem Altin Gumussoy ◽  
Ecem Basak ◽  
Gozde Gurel
Keyword(s):  
Transformational Leadership ◽  
Organizational Learning ◽  
Firm Performance ◽  
Market Orientation ◽  
Structural Equation Model ◽  
Structural Equation ◽  
Organizational Innovation ◽  
Substantial Effect ◽  
Equation Model

The purpose of this study is to examine the effects of organizational learning, market orientation, and transformational leadership on the organizational innovation and firm’s performance amongst the firms performing in Turkey. Using LISREL, structural equation-model, the data gathered from 330 employees were used to identify the variables that significantly affect the firm’s performance. The results indicated that 32% of firm’s performance is explained by the organizational innovation and market orientation, and organizational innovation has the strongest effect. However, organizational learning has no substantial effect on firm’s performance, and transformational leadership is also found to have an insignificant impact on the organizational innovation.

scholarly journals Rural entrepreneurship capital and firm performance: A youth perspective

2019 ◽  
Vol 23 (1) ◽  
pp. 1-18
Author(s):  
Ambara Purusottama
Keyword(s):  
Firm Performance ◽  
Structural Equation ◽  
Sampling Technique ◽  
Rural Youth ◽  
Equation Model ◽  
Rural Entrepreneurship ◽  
The Relationship ◽  
Entrepreneurship Capital ◽  
Major Consideration ◽  
Youth Perspective

This study aims to review the concept of entrepreneurship capital in the context of rural entrepreneurship. Rural entrepreneurship is becoming increasingly popular because it is considered as the proper instrument in stemming urbanization. This research examines the relationship between entrepreneurship and firm performance in the perspective of resource-based theory. The researcher used a structural equation model approach as a tool to measure the relationship. The unit of analysis of this study is a rural youth entrepreneur domiciled in East Java Province, Malang Regency, Bojonegoro, and Tuban. This study used a quantitative approach involving 733 youth entrepreneurs with a purposive sampling technique. The results of the study found that not all elements of entrepreneurship capital were able to influence firm performance. The three elements are cultural capital, social capital, and human capital. Other findings show financial capital is no longer as a major consideration to support entrepreneurship as in previous studies.

scholarly journals Service Quality, Brand Attributes, Satisfaction and Loyalty of Guests Staying at Le Meridien Hotel Bali Jimbaran

2021 ◽  
pp. 97
Author(s):  
Luh Putu Triyanti Ariestiana Dewi ◽  
Agung Suryawan Wiranatha ◽  
I Gusti Ayu Oka Suryawardani
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Equation Model ◽  
Hotel Service ◽  
Guest Satisfaction ◽  
Brand Attributes ◽  
Hotel Service Quality ◽  
Relationship Of ◽  
The Relationship ◽  
Made In

Guest satisfaction and loyalty become an indicator of the success of a hotel. Service quality and brand attributes are two components that related the satisfaction and loyalty of guests who stay at the hotel. The purposes of this study were 1) To analyse the relationship of service quality and brand attributes to the satisfaction of guests staying at the Le Meridien Bali Jimbaran hotel, 2) To analyse the relationships of service quality and brand attributes to the loyalty of guests staying at the Le Meridien Bali Jimbaran hotel, 3) To analyse the satisfaction of the guests staying at the Le Meridien Bali Jimbaran hotel. This research used quantitative method involving 100 guests who stayed overnight as the respondents. Sampling was done by accidental sampling and analysis using Structural Equation Model (SEM) with SmartPLS 3.0 software. The results showed that 1) Service quality had a significant effect on satisfaction, 2) Service quality had no significant effect on loyalty, 3) Brand attributes had a significant effect on satisfaction, 4) Brand attributes had significant influence on loyalty, and 5) Satisfaction has a significant effect on loyalty. Suggestions that can be made in this study that hotel should support loyalty, maintain and pay close attention to brand attributes that need to be improved and guest mindset influence, as well as the should find other aspects that can support and increase guest loyalty.

Sign in / Sign up

Export Citation Format

Share Document