The impact of service recovery fairness on relationship quality and customer engagement of hotel buffet restaurant customers

2019 ◽  
Vol 33 (11) ◽  
pp. 19-31
Author(s):  
Kyung-Ja Kim
Keyword(s):  
Relationship Quality ◽  
Service Recovery ◽  
Customer Engagement ◽  
The Impact

Understanding the impact of the relationship quality on customer loyalty: the moderating effect of online service recovery

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Shu-Mei Tseng
Keyword(s):  
Relationship Quality ◽  
Customer Loyalty ◽  
Service Recovery ◽  
Survey Study ◽  
Service Firms ◽  
Online Service ◽  
Statistical Population ◽  
Content Type ◽  
The Impact ◽  
The Relationship

Purpose The purpose of this study is to examine the impact of the relationship quality on customer loyalty. The moderating role played by online service recovery in this study is further discussed. Design/methodology/approach A quantitative Web-based survey study was conducted to statistically test these relationships among relationship quality, service recovery and customer loyalty. Data collected from 183 respondents were taken for analysis through partial least squares. Findings The findings reveal that relationship quality has significant influence on customer loyalty, whereas service recovery has moderated effect on the relationship between relationship quality and customer loyalty. Research limitations/implications The respondents of this study were recruited from online panels; thus, a purposive sample could be a biased indication of the characteristics of the actual population. Therefore, it is suggested that future researchers enroll subjects from a statistical population that accurately represents the entire population and, in addition, that they collect more responses to increase the generalizability of the findings. Practical implications Because failures in service delivery are inevitable, recovery of such encounters thus represents a significant challenge for service firms. Hence, this study proposes concrete suggestions for firms to manage and operate e-commerce websites, as well as to enhance relationship quality and customer loyalty. Originality/value Service failures have been the bane of e-commerce, compelling customers to either abandon transactions entirely or switch to a physical competitor. Many firms have realized the importance of maintaining strong relationships with customers to enhance their loyalty. However, previous literature has a few studies conducted on the relationships among service recovery, relationship quality and customer loyalty in the e-commerce context. Therefore, it is meaningful to identify these relationships.

Mobile banking service quality and customer relationships

2017 ◽  
Vol 35 (7) ◽  
pp. 1068-1089 ◽  
Author(s):  
Manon Arcand ◽  
Sandrine PromTep ◽  
Isabelle Brun ◽  
Lova Rajaobelina
Keyword(s):  
Service Quality ◽  
Relationship Quality ◽  
Customer Engagement ◽  
Mobile Banking ◽  
Mobile Platforms ◽  
Content Type ◽  
Banking Service ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
The Impact

Purpose The purpose of this paper is to investigate the multidimensional concept of mobile banking service quality (security/privacy, practicity, design/aesthetics, enjoyment and sociality) and the impact of the latter on the quality of the relationship (commitment, trust and satisfaction) between consumers and their primary financial institution. Design/methodology/approach An online survey was conducted using a sample of 375 respondents, all owners of a mobile device and all accustomed to conducting banking activities on mobile platforms. Results were analyzed using structural modeling techniques (EQS 6.1). Findings Findings confirm that trust significantly and positively impacts commitment/satisfaction. Mobile banking service quality dimensions also influence trust and commitment/satisfaction. Trust is associated with security/privacy and practicity (regarded as utilitarian factors), while commitment/satisfaction is driven by enjoyment and sociality (dimensions more hedonic by nature). No link is found between interface design and either trust or commitment/satisfaction. Originality/value This study contributes to bank marketing theory since it is the first to demonstrate how key mobile banking service quality dimensions drive customer perceptions of relationship quality. In doing so, this research extends beyond mobile adoption (short term) by addressing customer engagement with financial institutions and issues relating to relationship quality (long term). Regarding managerial implications, findings signal to marketers in the financial services industry the importance of not underestimating the power of hedonic factors (sociality and enjoyment) when developing mobile platforms. These dimensions are often overlooked in the banking industry, a sector in which consumers are believed to be mostly driven by utilitarian motives.

scholarly journals Visitor Engagement, Relationship Quality, and Environmentally Responsible Behavior

2020 ◽  
Vol 17 (4) ◽  
pp. 1151 ◽  
Author(s):  
Xiaoli Zhou ◽  
Chengcai Tang ◽  
Xingyang Lv ◽  
Bo Xing
Keyword(s):  
Relationship Quality ◽  
Structural Equation ◽  
Customer Engagement ◽  
Equation Modeling ◽  
Environmentally Responsible Behavior ◽  
The Sustainable Development ◽  
Responsible Behavior ◽  
Environmentally Responsible ◽  
The Impact ◽  
Moderating Role

Visitor environmentally responsible behavior (ERB) is helpful for promoting the sustainable development of tourist destinations. Existing studies on visitor ERB tend to either focus on restraining visitors’ environmental misconducts or rely on visitors’ psychological factors. Based on the theory of engagement, this paper constructs a theoretical model to explain visitors’ self-conscious ERB. Visitor engagement with the destination is investigated as an independent variable which leads to the improvement of relationship quality and visitor ERB. Relationship quality is explored to mediate the impact of visitor engagement on ERB. In addition, the moderating role of environmental clue on the tested relationships is also examined. This study adopts partial least squares structural equation modeling (PLS-SEM) to investigate a total of 410 valid questionnaires. The results show that (1) visitor engagement with the destination positively affects visitor ERB; (2) relationship quality mediates the impact of visitor engagement on visitor ERB; (3) environmental clue plays a significant moderating role in the effects of engagement and relationship quality on visitor ERB. The study extends theoretical perspectives on visitor ERB and customer engagement, and provides managerially practical value to better understand visitors’ self-conscious ERB.

scholarly journals The Role of Customer Engagement and Relationship Quality toward E-Customer Loyalty in the Jordanian Online Environment

2020 ◽  
Vol 15 (2) ◽  
pp. 149
Author(s):  
Sana’a Nawaf Al-Nsour
Keyword(s):  
Relationship Quality ◽  
Customer Loyalty ◽  
Three Dimensions ◽  
Customer Engagement ◽  
Online Environment ◽  
Digital World ◽  
Online Engagement ◽  
The Impact ◽  
New Framework

The digital world now is more dominant, and the customer shifts to online engagement and online practices. This paper aimed to develop a new framework to illustrate the impact of electronic customer engagement on relationship quality and e- customer loyalty in the online environment in Jordan. This study through reviewing the literature, extracted three dimensions of customer engagement; cognitive, affective and normative engagement. In addition to relationship quality and its mediating impact on customer loyalty.460 questioners were distributed to university student who confirmed following or liking at least one brand community on Facebook, (PLS-SEM)was used to analyze the data collected and the result showed that there is a significant impact of e-customer engagement on relationship quality and customer loyalty.in addition, relationship quality had partial mediation relation between customer engagement and e-customer loyalty.

scholarly journals Parental incarceration affects children’s emotional and behavioral outcomes: A longitudinal cohort study of children aged 9 to 13 years

2021 ◽  
pp. 016502542199591
Author(s):  
Daragh Bradshaw ◽  
Ann-Marie Creaven ◽  
Orla T. Muldoon
Keyword(s):  
Cohort Study ◽  
Relationship Quality ◽  
Child Outcomes ◽  
Behavioral Outcomes ◽  
Secondary Analysis ◽  
Parental Incarceration ◽  
Child Relationship ◽  
Children And Parents ◽  
The Impact

Parental incarceration (PI) is negatively associated with emotional, educational, and psychological child outcomes. However, few studies explore potential mechanisms through which these outcomes are transmitted or the means by which prosocial outcomes might develop. This study used data from two waves of a population cohort study of children aged 9 years and followed up aged 13 years living in Ireland. Children and parents ( N = 8,568) completed measures of PI, primary caregiver (PCG) depression, PCG-child relationship quality, and child behavioral adjustment. We then conducted a secondary analysis on this national longitudinal study of children in Ireland. Using sequential mediation models, we observed a mediated indirect effect of PI on prosocial outcomes via PCG depression and PCG-child relationship quality. PI at age 9 was associated with increased difficulties and reduced prosocial behavior at age 13. Additionally, PI at age 9 affected PCG depression and the PCG-child relationship quality. Additionally, child prosocial outcomes, and emotional and behavioral difficulties were less apparent where PI had a weaker effect on PCG depression and the quality of PCG-child relationship. Supports that can mitigate the impact of PI for vulnerable caregivers and children are discussed.

scholarly journals How Does Suppliers’ Fairness Affect the Relationship Quality of Agricultural Product Supply Chains?

2018 ◽  
Vol 2018 ◽  
pp. 1-15 ◽  
Author(s):  
Yuling Sun ◽  
Zehua Liu ◽  
Hui Yang
Keyword(s):  
Relationship Quality ◽  
Structural Equation ◽  
Procedural Fairness ◽  
Agricultural Product ◽  
Fairness Perception ◽  
Positive Effects ◽  
Distributive Fairness ◽  
Study Results ◽  
The Impact ◽  
The Relationship

Although many studies have suggested that the relationship between different supply chain members significantly affects agricultural product quality, suppliers’ perceptions of fairness, which greatly influence their decisions on building the relationship quality, are often overlooked. Particularly, the empirical evidence to investigate the impacts of suppliers’ fairness on the relationship quality and the factors that affect the suppliers’ fairness is missing, and therefore this knowledge gap needs to be filled by new research. Herein, we conducted a survey of 450 agricultural product suppliers and systemically analyzed the impact of antecedents on fairness perception and the impact of fairness perception on relationship quality. In addition, we developed a structural equation model and found that information sharing and price satisfaction had significantly positive effects on procedural fairness and distributive fairness, respectively. Furthermore, our studies demonstrated that procedural fairness is more important in improving the relationship quality than distributive fairness. However, supplier dependence is another important impact factor, and it greatly decreases the positive effects of suppliers’ fairness on relationship quality. In summary, the study results provide several managerial implications and extend our understanding of the importance of suppliers’ fairness in the relationship quality, which involves product development with respect to the supplier’s performance.

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