scholarly journals The Role of Service Provider’s Rapport Behavior on Customers’ Empathy

2021 ◽  
Author(s):  
ChangHyun Jin ◽  
JingYun Zeng
Keyword(s):  
Customer Satisfaction ◽  
Sampling Method ◽  
Service Providers ◽  
Emotional Empathy ◽  
Positive Effects ◽  
Revisit Intentions ◽  
Attentive Behavior ◽  
The Relationship

Abstract The study is intended to explore the validity of the component system of the rapport behavior of service providers. The purpose of this study was to understand how the components of the rapport behavior of service providers affect rational and emotional empathy. This study is intended to understand the relationship between rational and emotional empathy and customer satisfaction and the effect of customer satisfaction on revisit intentions. The main purpose was to identify the moderating effect of perceived authenticity on the causal relationship between rapport behavior, empathy, and customer satisfaction and revisit intentions. The sampling method used in this study was the judgment sampling, which is a method in which the researcher selects those study subjects that are thought by the researcher to be the most suitable samples for the purpose of the study. The total questionnaire period was a total of three months, from March 15 to May 15, 2020. The total number of valid samples was 1668. Uncommonly attentive behavior, courteous behavior, information-sharing, and connecting behavior, which are components of the rapport behaviors of service providers, were found to have positive effects on rational empathy with the service provider, but common grounding behavior, which is also a component of the rapport behaviors of service providers, was found to have no statistically significant effect on rational empathy with service providers. The rapport behaviors of service providers are judged to play an important role in maintaining and developing strong ties through long-term and continuous interactions with customers.

scholarly journals Investigating the Role of Service Quality and Satisfaction on Debtor Loyalty Behavior

2021 ◽  
pp. 9-17
Author(s):  
Edy Bambang Wibowo ◽  
Retno Tanding Suryandari
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Banking Sector ◽  
Marketing Literature ◽  
Service Convenience ◽  
Conceptual Study ◽  
The Relationship

The current global economic challenges force each country to survive for the prosperity of its people. The banking sector, as one of the economic regulators, also helps to grow GDP. In this effort, the bank continues to strive to maintain customer satisfaction and build long-term relationships. Although many studies examine satisfaction, there are no studies that reveal the role of punctuality and convenience of service as solid constructs in explaining the process of bank customer loyalty behavior. The purpose of this article is to examine the relationship between timeliness and service convenience to satisfaction-mediated loyalty. This paper is a conceptual study so that there are several prepositions explained. The implications of this article are expected to give alternative insight to marketing literature, especially in the field of banking marketing, as well as a foundation that can later be investigated empirically for future researchers.

scholarly journals Investigating the Role of Service Quality and Satisfaction on Debtor Loyalty Behavior

2021 ◽  
pp. 17-25
Author(s):  
Edy Bambang Wibowo ◽  
Retno Tanding Suryandari
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Banking Sector ◽  
Marketing Literature ◽  
Service Convenience ◽  
Conceptual Study ◽  
The Relationship

The current global economic challenges force each country to survive for the prosperity of its people. The banking sector, as one of the economic regulators, also helps to grow GDP. In this effort, the bank continues to strive to maintain customer satisfaction and build long-term relationships. Although many studies examine satisfaction, there are no studies that reveal the role of punctuality and convenience of service as solid constructs in explaining the process of bank customer loyalty behavior. The purpose of this article is to examine the relationship between timeliness and service convenience to satisfaction-mediated loyalty. This paper is a conceptual study so that there are several prepositions explained. The implications of this article are expected to give alternative insight to marketing literature, especially in the field of banking marketing, as well as a foundation that can later be investigated empirically for future researchers.

scholarly journals The role of patron dining experience and emotions on relationship quality in chain restaurant industry

2018 ◽  
Vol 14 (3) ◽  
pp. 357 ◽  
Author(s):  
Ying Tuan Lo ◽  
Siti Rahmah Awang ◽  
Ahmad Jusoh ◽  
Khalil Md Nor ◽  
Khairiah Soehod
Keyword(s):  
Relationship Quality ◽  
Random Sampling ◽  
Hospitality Industry ◽  
Sampling Method ◽  
Restaurant Industry ◽  
Theoretical Knowledge ◽  
Service Firms ◽  
The Relationship

Purpose: This paper investigates the role of patron dining experience (PDE) and emotions on relationship quality in the chain restaurant industry.Design/methodology: Stratified random sampling method was used where questionnaires were distributed to the respondents in 16 selected ‘Kopitiam’ outlets throughout Malaysia. The empirical findings from 316 customers of those outlets were examined using Partial Least Squares (PLS).Findings: The findings provide strong evidence of the relationships between PDE and emotions with relationship quality, where relationship quality in turn is an essential determinant of customer loyalty.Research limitations/implications: The sample of this study was obtained from a single local chain restaurant in Malaysia.Practical implications: The findings of this study highlighted the importance for service firms, generally those in the restaurant industry to strengthen the relationship with their customers in pursuit of better competitive advantage and long-term profit.Originality/value: This study contributes to theoretical knowledge by providing an empirical study on the effect of emotions construct towards the formation of relationship quality within the hospitality industry context.

scholarly journals Evaluating the Efficiency of Financial Inclusion (Special reference to Jharkhand, India)

2015 ◽  
Vol 17 (3) ◽  
pp. 237 ◽  
Author(s):  
Suman Palit ◽  
Niladri Das
Keyword(s):  
Customer Satisfaction ◽  
Financial Institutions ◽  
Sampling Method ◽  
Service Providers ◽  
Financial Inclusion ◽  
The Status ◽  
Convenience Sampling ◽  
The Relationship ◽  
Positive Effect ◽  
Analyze Data

This paper is an attempt to analyze the status of financial inclusion in the state of Jharkhand, India. It tries to evaluate the efficiency of the financial institutions in terms of their outreach to clients and overall client satisfaction. Responses were collected separately from the service providers and customers through two different questionnaires and a convenience sampling method was adopted to select the respondents. Hypotheses development and testing was done to analyze data using a regression model. The first questionnaire examined the relationship between various financial inclusion determinants with “Outreach” and the second questionnaire studied the relationship between financial inclusion determinants with “Customer satisfaction.”  The empirical results of the study exhibit that the financial inclusion determinants have a positive effect on the outreach to clients and overall customer satisfaction levels and improve the customers’ financial as well as their social capital base. This in turn fosters the financial inclusion activity in the region.

Does lean manufacturing improve firm value?

2017 ◽  
Vol 28 (4) ◽  
pp. 422-437 ◽  
Author(s):  
Xuechang Zhu ◽  
Yu Lin
Keyword(s):  
Firm Value ◽  
Lean Manufacturing ◽  
Content Type ◽  
Positive Effects ◽  
Long Time ◽  
Triple Difference ◽  
The Relationship ◽  
D Investment

Purpose The purpose of this paper is to examine the effects of lean manufacturing on firm value. In particular, it analyses the effects of R&D investment on the relationship between lean manufacturing and firm value. Design/methodology/approach In this empirical analysis of the relationship between lean manufacturing and firm value, the authors use a propensity score matching (PSM) with a difference-in-difference (DID) estimator to control selection bias and reduce endogenous problems. They also use the triple difference estimator to explore the role of R&D investment. Findings The results suggest that the achievement of positive and significant effects of lean manufacturing implementation on firm value for a long time and R&D can accelerate this progress. Research limitations/implications This study highlights the role of R&D investment in accelerating the achievement of positive effects of lean manufacturing on firm value. However, the results may not be entirely generalizable because the empirical data are based solely on Chinese manufacturing firms. Practical implications Managers need to perform long-term planning while implementing lean manufacturing and should not over-expect a significant short-term improvement in performance. The authors also recommend that enterprises should pay attention to R&D while implementing lean manufacturing. Originality/value This paper may be the first study to empirically examine the relationship between lean manufacturing and firm value in China by combining a PSM model with the DID estimator to reduce endogenous problems.

scholarly journals The Role of Religiosity as a Mediating Variable in the Relationship between Online Transactions and Customer Satisfaction and Loyalty in Islamic Banking

2021 ◽  
Vol 5 (2) ◽  
pp. 143-151
Author(s):  
Suryari Purnama ◽  
Andyani Sukmasari ◽  
Rahul Bhandari
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Sampling Method ◽  
Customer Experience ◽  
Online Transactions ◽  
Data Processing Method ◽  
The Relationship ◽  
Customer Satisfaction And Loyalty

This study aims to determine the role of religiosity as mediation in the relationship between online transactions and customer satisfaction and loyalty in Sharia banking in the Jakarta area. The population of this research is all sharia banking customers in Jakarta. The number of samples in this study was 175 Sharia banking customers in Jakarta by sampling purposive sampling method. The data processing method used is Structural Equation Modelling. The results showed: 1) there is no effect of failure on the experience of online transactions in Sharia banking; 2) there is an effect of service recovery on the customer experience of online transactions in Sharia banking; 3) there is an influence of customer experience on customer satisfaction in online transactions in Sharia banking; 4) there is an effect of customer satisfaction on customer loyalty using online transactions in Sharia banking; 5) customer religiosity moderates between customer experience to satisfaction using online transactions; 6) Customer religiosity moderates the satisfaction of customer loyalty using online transactions in Sharia banking.

Cognitive Treatment for OCD

2012 ◽  
Author(s):  
Maureen L. Whittal ◽  
Melisa Robichaud
Keyword(s):  
Term Treatment ◽  
Future Directions ◽  
Cognitive Treatment ◽  
Long Term Treatment ◽  
Inflated Responsibility ◽  
And Control ◽  
The Relationship ◽  
Control Of Thoughts

The cornerstone of cognitive treatment (CT) for OCD is based upon the knowledge that unwanted intrusions are essentially a universal experience. As such, it is not the presence of the intrusion that is problematic but rather the associated meaning or interpretation. Treatment is flexible, depending upon the nature of the appraisals and beliefs, but can include strategies focused on inflated responsibility and overestimation of threat, importance and control of thoughts, and the need for perfectionism and certainty. The role of concealment and the relationship to personal values are important maintaining and etiological factors. The short-term and long-term treatment outcome is reviewed, along with predictors of treatment response and mechanisms of action, and the chapter concludes with future directions regarding CT for OCD.

Understanding the Relationship Between Customer Satisfaction, Customer Engagement and Repeat Purchase Behaviour

2021 ◽  
pp. 097226292199259
Author(s):  
Devika Rani Sharma ◽  
Balgopal Singh
Keyword(s):  
Customer Satisfaction ◽  
Relationship Building ◽  
Customer Relationship ◽  
Mediation Effect ◽  
Customer Engagement ◽  
Mediating Role ◽  
Repeat Purchase ◽  
Building Activities ◽  
The Relationship

Emergence of technology has not only boosted the growth of customer engagement but has also paved way for customers to become active co-creators with the firms. Customer engagement activities are taking over the customer relationship building activities in the present scenario. Customers’ experience with a particular brand has its impact on satisfaction levels and their repurchasing intention in future as well. According to Rosetta Consulting report an engaged customer is likely to buy 90% more frequently and may spend 300% more than other customers. Hence, the present has tried to understand the mediating role of satisfaction on customer engagement in retaining the customers or persuading the customers to repurchase. The results show that there exists a significant mediation effect of customer satisfaction in influencing their repeat purchase behaviour.

scholarly journals The Diffusion Mechanism of Megaproject Citizenship Behavior: The Role of Institutional Isomorphism

2021 ◽  
Vol 13 (15) ◽  
pp. 8123
Author(s):  
Delei Yang ◽  
Jun Zhu ◽  
Qingbin Cui ◽  
Qinghua He ◽  
Xian Zheng
Keyword(s):  
Structural Equation ◽  
Diffusion Mechanism ◽  
Vital Role ◽  
Citizenship Behavior ◽  
Equation Modeling ◽  
Positive Effects ◽  
Diffusion Limited ◽  
The Relationship ◽  
Mimetic Isomorphism

Megaproject citizenship behavior (MCB) has been confirmed to a play vital role on megaproject performance. Although current research has argued that institution elements have had an impact on MCB diffusion, limited studies have empirically investigated the distinct effectiveness of various institution elements on driving MCB’s widespread diffusion in construction megaprojects. Based on institution theory, this study proposes a theoretical model comprising institutional elements (i.e., normative and mimetic isomorphism), owner’s support, relationship-based trust, and their effect or impact on MCB’s diffusion. Based on 171 industrial questionnaires collected from managers of contractors and designers in megaprojects. Partial least squares structural equation modeling (PLS-SEM) was used to validate the established model. The results indicated that both normative and mimetic isomorphism have positive effects on facilitating MCB diffusion, and owner’s support has shown partial mediation in promoting MCB diffusion through normative isomorphism, as well as full mediation in the promoting of MCB diffusion through mimetic isomorphism. Meanwhile, relationship-based trust exerts a positive moderating effect on the relationship between mimetic isomorphism and MCB. This study extends current literature on driving MCB diffusion from the perspective of institutional theory, contributing by providing four implications for megaprojects managers to “buy in” more extensive MCB.

Sign in / Sign up

Export Citation Format

Share Document