The effects of the relationship quality based on relational benefits of a hotel enterprise on customer value and relation continuance intention

2019 ◽  
Vol 33 (2) ◽  
pp. 47-61
Author(s):  
Jong-Chul Park ◽  
Gwang-Ock Lee
Keyword(s):  
Relationship Quality ◽  
Customer Value ◽  
Continuance Intention ◽  
Relational Benefits ◽  
The Relationship

Relationship value in outsourced FM services – value dimensions and drivers

Facilities ◽  
2016 ◽  
Vol 34 (1/2) ◽  
pp. 43-68 ◽  
Author(s):  
Ying Ying Cui ◽  
Christian Coenen
Keyword(s):  
Relationship Quality ◽  
Customer Value ◽  
Facility Management ◽  
Two Dimensions ◽  
Traditional Theory ◽  
Business Relationship ◽  
Senior Managers ◽  
Content Type ◽  
Relationship Value ◽  
The Relationship

Purpose – The purpose of this study is to examine the relation between relationship value and relationship quality in the business relationship between customers and facility management (FM) suppliers. To investigate the relationship value in outsourced FM services, the customer’s perspective is used to identify the dimensions and drivers of relationship value. Design/methodology/approach – A three-stage research design was used. The first stage was a thorough literature review, followed by expert interviews with six senior managers from the customer side, together with workshop and discussion with FM academics. In the third stage, quantitative data were gathered in a survey of 60 senior managers whose companies outsourced FM services. Findings – Findings show that relationship value is an antecedent to relationship quality of the business relationship in the context of FM. In all, 9 dimensions and 34 drivers of relationship value were identified, and a framework of relationship value for FM was established and measured. The sacrifice dimension correlates positively with relationship value, which contrasts with previous studies of relationship value in the context of business markets. Research limitations/implications – A framework of relationship value has been established for further in-depth investigation. There are limitations related to the sampling procedure: qualitative research selected large-sized organizations; the relationship value was only studied within the customer–FM supplier dyad; and a static view of customers’ perceived value from the relationship with their FM suppliers. Practical implications – The study provides a set of value dimensions and drivers for customers to assess how a FM supplier adds value in a relationship, and for FM suppliers to improve their services. Originality/value – This research narrowed the gap in relationship-value studies in FM. The findings can contribute to traditional theory that customer value can be the add-on between benefits (“what you get”) and sacrifices (“what you give”), rather than just a trade-off between these two dimensions.

Customer value co-creation over the relationship life cycle

2018 ◽  
Vol 28 (3) ◽  
pp. 336-355 ◽  
Author(s):  
Jesus Cambra-Fierro ◽  
Iguacel Melero-Polo ◽  
F. Javier Sese
Keyword(s):  
Life Cycle ◽  
Relationship Quality ◽  
Financial Services ◽  
Customer Value ◽  
Customer Relationship ◽  
Business Strategies ◽  
Specific Situation ◽  
Content Type ◽  
Pass Through ◽  
The Relationship

PurposeDrawing from the theory of relationship dynamics, the purpose of this paper is to investigate how the relationship life cycle moderates the link between relationship quality and customer value co-creation. As customer-firm relationships pass through different stages (exploration, buildup, maturity, and decline) characterized by distinct customer behaviors, this study proposes a dynamic conceptual framework.Design/methodology/approachA questionnaire was administered in financial services firms. The final valid sample comprised 2,000 individuals. Subjective customer information from the questionnaire was combined with objective data that the financial entity provided.FindingsThe results demonstrate that the relationship life cycle plays a key moderating role, revealing that, in the buildup and maturity stages, the influence of relationship quality on customer value co-creation is stronger than in the decline stage. However, for customers in the exploration stage, relationship quality does not lead to customer value co-creation behaviors.Practical implicationsAs customer relationship stages are constantly evolving, this study provides companies with additional interesting tools to personalize business strategies and to adapt marketing investments to the specific situation of customers.Originality/valueTo the authors’ knowledge, this is the first study to consider how the relationship life cycle influences the strength with which relationship quality promotes customer value co-creation.

Consumer – green brand relationships: revisiting benefits, relationship quality and outcomes

2019 ◽  
Vol 28 (2) ◽  
pp. 166-187 ◽  
Author(s):  
Erifili Papista ◽  
Sergios Dimitriadis
Keyword(s):  
Relationship Quality ◽  
Structural Equation ◽  
Relationship Building ◽  
Future Research ◽  
Environmental Consciousness ◽  
Content Type ◽  
Relationship Length ◽  
Relational Benefits ◽  
Relationship Benefits ◽  
The Relationship

PurposeThe study aims to develop and test a relationship-building model for green brands. It synthesizes findings on the consumer motives offered by green brands, with relationship marketing and branding literature to the specific context of green brands to build a parsimonious model testing the links amongst four relational benefits, i.e. confidence, socialization, self-expression and altruism; two relational mediators, i.e. satisfaction and relationship quality; three behavioural outcomes, i.e. word-of-mouth, expectation of continuity and cross-buying; and two moderators of the benefits-mediators relationship, i.e. environmental consciousness and relationship length.Design/methodology/approachData are collected from consumers of three brands of natural cosmetic products, totalling 848 questionnaires. Structural equation modelling is used to test the hypothesized relationships across the three brands.FindingsThe results show that confidence benefit has the strongest influence on relationship quality, followed by self-expression and altruism. Relationships quality and satisfaction with the green brand have a significant impact on all three behavioural outcomes. Both environmental consciousness and length of the relationship moderate the hypothesized interrelationships.Research limitations/implicationsA new set of relational benefits for the green context is suggested. Several future research opportunities are suggested.Practical implicationsThe study offers suggestions for managers to leverage relationship benefits for relationship strengthening.Originality/valueNo previous work has studied in an integrated way the relationship benefits and mediators to model the consumer–green brand relationship. The study provides a better understanding of the antecedents of consumer loyalty towards green brands.

FEATURE,NILAI, KEPUASAN DAN LOYALITAS PELANGAN

2017 ◽  
Vol 2 (1) ◽  
pp. 45-52
Author(s):  
Iha Haryani Hatta
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Customer Value ◽  
Structural Equation ◽  
Equation Modeling ◽  
Relationship Of ◽  
The Relationship ◽  
Customer Satisfaction And Loyalty

The aim of this study was to determine the relationship of the features of the value, satisfaction, and customer loyalty; the effect on the value of customer satisfaction and loyalty; influence of satisfaction on customer loyalty. A total of 200 merchant PT. BANK XYZ as respondents was selected randomly. Analyses were performed using structural equation modeling (SEM). The analysis showed that the feature has a significant influence on customer value, but not for customer satisfaction and loyalty. The values has a significant influence on satisfaction, but not on customer loyalty. Satisfaction has a significant influence on customer loyalty. Discussion and conclusions described in the article. Keywords: features of the value, satisfaction, customer loyalty

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