The Influence of Relational Benefits on Telecommunication Service Satisfaction and Loyalty: The Moderating Role of Perceived Switching Costs

Purpose The emergence of tech-driven initiatives in retail banking has created a vast spectrum of system-related service failures; hence, e-service recovery quality is of prime importance to banks to ensure e-service recovery satisfaction. However, e-service satisfaction is dependent on the ease of moving from one service provider to the other; thus, switching costs assume great significance. This study aims to probe the moderating role of switching cost on e-service recovery satisfaction by exploring e-service recovery quality antecedents. Design/methodology/approach A measurement model is suggested in the contextual settings of the Indian banking scenario and is estimated using structural equation modeling. Responses from 399 e-banking customers, who had experienced a service failure, were sought using a five-point Likert scale. Findings The result affirms that “recovery expectation” is the most significant predictor of e-service recovery satisfaction, and that switching cost moderates the relation between e-service recovery quality and e-service recovery satisfaction. Practical implications The study highlights the high relevance of switching costs in the e-banking context and emphasizes investment in marketing strategies and campaigns to do away with switching intentions. It also highlights the relevance of recovery expectations as an antecedent of e-service recovery quality and thus stresses the need to satisfactorily address the same in the e-service recovery process. Originality/value This study contributes to the e-service recovery satisfaction literature in the banking context by empirically validating the moderating role of switching cost. It also identifies the critical antecedents of banking e-service recovery quality.

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How does intergroup threat affect the shifting function? The moderating role of group identification

Social Behavior and Personality An International Journal ◽

10.2224/sbp.8130 ◽

2019 ◽

Vol 47 (8) ◽

pp. 1-9

Author(s):

Yujie Chen ◽

Shanshan Quan ◽

Bing Chen ◽

Yufang Zhao

Keyword(s):

Task Switching ◽

Switching Costs ◽

Group Identification ◽

Intergroup Threat ◽

Future Studies ◽

Depletion Effect ◽

Moderating Role

In this study we examined whether the shifting function can be modulated by intergroup threat, and if so, how this works. We conducted 2 experiments, using a task-switching paradigm, the results of which provide converging evidence that intergroup threat can impair the shifting function. Results showed that participants in the threat condition in each study (Study 1 symbolic threat: n = 29; Study 2 realistic threat: n = 29) experienced greater shifting costs than did in the control condition (Study 1: n = 29; Study 2: n = 28). Further, group identification moderated the depletion effect in the intergroup threat condition, with participants closer (vs. less close) in group identification showing greater switching costs following the intergroup threat intervention. In sum, these results suggest that intergroup threat could deplete switching ability, and this effect could be influenced by group identification. In future studies researchers should investigate more kinds of intergroup threat than those we used in this study to assess the generalizability of our findings.

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Cultural essentialism and tailored hotel service for Chinese: the moderating role of satisfaction

International Journal of Contemporary Hospitality Management ◽

10.1108/ijchm-11-2018-0910 ◽

2019 ◽

Vol 31 (9) ◽

pp. 3610-3626 ◽

Cited By ~ 2

Author(s):

Lawrence Hoc Nang Fong ◽

Hongwei He ◽

Melody Manchi Chao ◽

Galli Leandro ◽

David King

Keyword(s):

Chinese Culture ◽

Online Survey ◽

Consumer Preferences ◽

Service Satisfaction ◽

Chinese Consumers ◽

Content Type ◽

Consumer Responses ◽

Adaptive Services ◽

Moderating Role

Purpose The purpose of this study is to understand Chinese consumers’ responses to ethnically tailored hotel services from the theoretical perspective of cultural essentialism. Design/methodology/approach Data collection was conducted through an online survey with Chinese respondents. Hierarchical moderated regression was performed to analyze the data. Findings The results show a positive relationship between cultural essentialism and consumer responses to hotel services that are tailored to their culture. Furthermore, the findings show that prior service satisfaction does not only positively influence the consumer responses, but also amplifies the link between cultural essentialism and the consumer responses. Practical implications Hoteliers are recommended to consider the cultural essentialism of Chinese consumers when adaptive services are introduced. Hotel services that are tailored to Chinese culture is a viable strategy if most Chinese customers are cultural essentialists. Originality/value This study adds knowledge to the hospitality scholarship by introducing cultural essentialism and demonstrating its role in influencing consumer preferences for familiarity as opposed to exotic hotel services. Furthermore, the moderating role of service satisfaction extends the consumer behavior literature.

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Strengthening the satisfaction loyalty link: the role of relational switching costs

Marketing Letters ◽

10.1007/s11002-021-09590-8 ◽

2021 ◽

Author(s):

Heiner Evanschitzky ◽

Valentina Stan ◽

Liane Nagengast

Keyword(s):

Switching Costs ◽

Optimal Level ◽

Two Dimensions ◽

Retention Strategy ◽

Brand Relationship ◽

Customer Switching ◽

The Impact ◽

Linear Manner ◽

Moderating Role

AbstractThe extant retail research has placed much emphasis on understanding customer switching and the concept of switching costs (SCs). However, the empirical evidence is inconclusive with respect to the moderating role of SCs in general and relational switching costs (RSCs) in particular. Therefore, this research focuses on the moderating role played by SCs on the satisfaction-loyalty link. Specifically, our study attempts to clarify the nonlinear moderating effect of RSCs. Furthermore, we investigate RSCs in greater depth, considering their two dimensions, brand relationship loss costs (BRLCs), and personal relationship loss costs (PRLCs). We find that there is an optimal level of BRLC whereas increasing PRLCs decreases the impact of satisfaction on loyalty in a linear manner, calling for a more nuanced assessment of this type of SC in future studies. Our findings contribute to a deeper understanding of the effectiveness of SCs as a retention strategy.

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Testing the Strain Theory of Suicide – The Moderating Role of Social Support

Crisis ◽

10.1027/0227-5910/a000604 ◽

2020 ◽

Vol 41 (2) ◽

pp. 82-88 ◽

Cited By ~ 1

Author(s):

Bob Lew ◽

Ksenia Chistopolskaya ◽

Yanzheng Liu ◽

Mansor Abu Talib ◽

Olga Mitina ◽

...

Keyword(s):

Social Support ◽

Suicidal Behavior ◽

Online Survey ◽

Perceived Social Support ◽

Strain Theory ◽

Cross Sectional Survey ◽

Cross Sectional ◽

Psychological Strains ◽

Moderating Role

Abstract. Background: According to the strain theory of suicide, strains, resulting from conﬂicting and competing pressures in an individual's life, are hypothesized to precede suicide. But social support is an important factor that can mitigate strains and lessen their input in suicidal behavior. Aims: This study was designed to assess the moderating role of social support in the relation between strain and suicidality. Methods: A sample of 1,051 employees were recruited in Beijing, the capital of China, through an online survey. Moderation analysis was performed using SPSS PROCESS Macro. Social support was measured with the Multidimensional Scale of Perceived Social Support, and strains were assessed with the Psychological Strains Scale. Results: Psychological strains are a good predictor of suicidality, and social support, a basic need for each human being, moderates and decreases the effects of psychological strains on suicidality. Limitations: The cross-sectional survey limited the extent to which conclusions about causal relationships can be drawn. Furthermore, the results may not be generalized to the whole of China because of its diversity. Conclusion: Social support has a tendency to mitigate the effects of psychological strains on suicidality.

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