Transforming Employee Engagement Into Long-Term Customer Relationships: Evidence from Information Technology Salespeople in Taiwan

2012 ◽  
Vol 40 (9) ◽  
pp. 1549-1553 ◽  
Author(s):  
Benjamin J. C. Yuan ◽  
Michael B. H. Lin ◽  
Jia-Horng Shieh ◽  
Kuang-Pin Li
Keyword(s):  
Transformational Leadership ◽  
Employee Engagement ◽  
Work Engagement ◽  
Customer Relationships ◽  
Service Performance ◽  
Relationship Development ◽  
Customer Relationship ◽  
Performance Development ◽  
Over Time

In this study, we found that when information salespeople in Taiwan perceived more transformational leadership, they were more likely to show increases in work engagement development over time. Furthermore, increases in work engagement development influenced increases in service performance development, which therefore positively predicts increases in customer relationship development over time.

Double-edged effects of ethical leadership in the development of Greater China salespeople's emotional exhaustion and long-term customer relationships

2019 ◽  
Vol 14 (1) ◽  
pp. 29-49
Author(s):  
Chih-Jen Lee ◽  
Stanley Y.B. Huang
Keyword(s):  
Emotional Exhaustion ◽  
Ethical Leadership ◽  
Family Conflict ◽  
Service Performance ◽  
Customer Relationship ◽  
Work Family Conflict ◽  
Content Type ◽  
Performance Development ◽  
Work Family

Purpose The purpose of this paper is to present how ethical leadership has a double-edged effect to influence emotional exhaustion and long-term customer relationship developments of employees in a sales management context through a latent growth model (LGM). Design/methodology/approach To test the LGM, data were collected by surveying 407 salespeople of a retail travel agency with 814 customers in Greater China at multiple points over an eight-month period. Findings This study found that, as salespeople perceived more ethical leadership at Time 1, they were more likely to show increases in the work engagement development that increased the service performance development and increased the work–family conflict development over time. In addition, increases in service performance development influenced increases in customer relationship development and increases in work–family conflict development also influenced the emotional exhaustion development. Originality/value These findings help managers understand that enabling salespeople to use their full capabilities to their work by ethical leadership may bring not only high service performance but also negative factors that erode salespeople’s well-being.

scholarly journals What Influences Customer Satisfaction When? Product and Service Over Time

2016 ◽  
Vol 8 (3) ◽  
pp. 45 ◽  
Author(s):  
Shueh-Chin Ting
Keyword(s):  
Customer Satisfaction ◽  
Service Performance ◽  
Customer Relationship ◽  
Long Time ◽  
Curvilinear Relationships ◽  
Short Time ◽  
Time Frames ◽  
Post Purchase ◽  
Product Weight ◽  
Over Time

<p>Though researchers have examined the changes in the effects of product and service performance on customer satisfaction, the short time frames of most studies prevents deeper understanding of this relationship. This study collects information from pre-purchase to 15 years post-purchase from 11,056 potential and existing automobile customers in the Taiwan market. The data is analyzed by a regression model. Results reveal that the importance of both product and service performance change over long time and the long-term trends of product and service performance weights are non-linear. In addition, from pre-purchase to the second year post-purchase, service weight is higher than product weight, but after the third year, product weight exceeds service weight. Product and service weight on customer satisfaction over time exhibit curvilinear relationships. Therefore, which one of product or service a company should stress depends on the stage in the customer relationship.</p>

Modern 3PL Services in China: The Role of Trust

2009 ◽  
Vol 10 (2) ◽  
pp. 103-135
Author(s):  
Paul Ghijsen ◽  
Janjaap Semeijn ◽  
Amy Wang
Keyword(s):  
Customer Service ◽  
Positive Influence ◽  
Customer Relationships ◽  
Service Performance ◽  
Customer Relationship ◽  
Social Connections ◽  
Mediating Role ◽  
Business Operations ◽  
Relationship Outcomes

The purpose of this research is to provide an understanding of the contemporary 3PL market in China. This study links trust, IT and 3 PL usage and customer relationships. Also, the importance of social connections in business operations is highlighted. The manuscript shows the influence of trust, IT and 3PL usage on customer service performance, and its consequence for satisfaction and loyalty. 3PL usage appears to have a positive influence on service performance. Furthermore, service performance improves the customer relationship outcomes, in terms of satisfaction and loyalty via trust. Trust seems to have a mediating role.

scholarly journals The Diminishing Effect of Transformational Leadership on the Relationship Between Task Characteristics, Perceived Meaningfulness, and Work Engagement

2020 ◽  
Vol 11 ◽  
Author(s):  
Fanxing Meng ◽  
Yi Wang ◽  
Wenying Xu ◽  
Junhui Ye ◽  
Lin Peng ◽  
...  
Keyword(s):  
Transformational Leadership ◽  
Employee Engagement ◽  
Work Engagement ◽  
Police Officers ◽  
Mobile App ◽  
Task Characteristics ◽  
Future Research ◽  
Task Autonomy ◽  
Employee Work Engagement ◽  
Task Significance

The topic of employee work engagement in the public sector has attracted broad attention because it is critical to the efficiency and effectiveness of public services. Based on the Job Characteristics Model (JCM) and the Integrative Theory of Employee Engagement (ITEE), the present research adopts a multilevel design to examine a moderated mediation model in which task characteristics (i.e., task autonomy and task significance as level-1 predictors) and social context (i.e., transformational leadership as a level-2 moderator) jointly impact employee work engagement via individual perception of meaningfulness in work. A total of 349 grassroots police officers from 35 police substations were invited to anonymously complete a survey via mobile app. After performing the cross-sectional analysis, the results indicated that in contrast to task significance, the conditional effect of task autonomy on work engagement via perceived meaningfulness was more positive at a lower level of transformational leadership. Implications, limitations, and future research directions are discussed.

Role of Sub-constructs of Psychological Capital and Transformational Leadership in Engaging Employees in Service Sector

2020 ◽  
Vol 8 (2) ◽  
pp. 244-256 ◽  
Author(s):  
Swati Agrawal
Keyword(s):  
Transformational Leadership ◽  
Employee Engagement ◽  
Work Engagement ◽  
Service Sector ◽  
Psychological Capital ◽  
Psychological State ◽  
Full Time ◽  
Employee Work Engagement ◽  
The Relationship

The purpose of this study is to examine the relationship between transformational leadership (TL) and employee engagement through the mediating role of the sub constructs of psychological capital. The article has used a single cross-sectional descriptive design. The sample consisted of 450 full-time employees working in the service sector in India. The data were mainly analyzed through structural and measurement model. The result of the study revealed that TL has an influence on employee engagement. The relationship between TL and employee engagement is mediated by sub-construct hope of psychological capital. Implication of this study is of high importance for organizations continuously working to increase the level of employee engagement to further enhance competitiveness. Prior research has examined the antecedents of employee work engagement, but little is known about the role of TL and a positive psychological state, in shaping employee work engagement. Imparting TL training and style can help to generate psychological capital which will positively drive employee engagement. Organizations with transformational leaders will be able to make employees feel valued and happy by igniting feeling of hope. The engaged workforce will result in the positive social outcome. This study is original as earlier studies have not explored the important role of hope and also optimism as dimensions of psychological capital. The article supports the critical role of leadership and psychological capital in creating highly engaged employees which have not been studied in an Indian context with specific focus to the service sector.

Applications of Customer Relationship Marketing in the UK Hospitality Industry

2010 ◽  
Vol 1 (4) ◽  
pp. 1-21 ◽  
Author(s):  
Geoff Lancaster ◽  
Diana Luck
Keyword(s):  
Relationship Marketing ◽  
Customer Relationship Management ◽  
Hospitality Industry ◽  
Hotel Industry ◽  
Relationship Management ◽  
Customer Relationships ◽  
Customer Relationship ◽  
Customer Relationship Marketing ◽  
The Uk

This paper aims to research the hospitality industry to gauge dimensions of Customer Relationship Management (CRM) that resonate with guests and employees. An uncovering of perceptual differences of hotel guests and employees was sought to assess its application within the London hotel industry and to investigate CRM as an emerging concept. The global hotel market contains many brands and partnerships, and CRM is significant, because differentiation becomes easier for those with potential to develop long-term customer relationships. Despite being differentiated by star ratings, most hotels in London offer similar core products and services. In this regard, development of relationships with customers can be considered emphatic to the London hotel industry. Methodologically, triangulation of data and theories was used in this paper to investigate staff and customers. A standardised questionnaire gauged elements regarded as being part CRM with the objective to assess differential CRM perceptions and their relevancy to the hotel industry in contemporary terms. Findings suggest CRM become an integral part of a hotel’s offerings and operations.

Social Customer Relationship Management (SCRM)

2017 ◽  
pp. 45-58 ◽  
Author(s):  
Ameen Al-Azzam ◽  
Rawan T. Khasawneh
Keyword(s):  
Social Media ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationships ◽  
Customer Relationship ◽  
Customer Management ◽  
Communication Tool ◽  
Information And Communication ◽  
Future Work

The organizations reach to their objectives by adopting an effective customer management strategy. Today, organizations have become aware that to reach their objectives its must focus on customer relationships, engagement and retention, not only to increase their market share. The development of information and communication technology (ICT) and in particular social networks enables an important communication tool with customer. Improving customer relationship by using social network is called social customer relationship management (SCRM). SCRM focused on establishing new channels with customers for better understanding of customers needs and build a long-term relationship with them. This chapter explores social customer relationship management and its general concepts including social media and customer relationship management. Also, it reviews the context of SCRM that aims to enhance customer relationship and make customers much more engaged. Conclusions and proposed future work are stated at the end.

scholarly journals The role of person-job fit in the relationship between transformational leadership and job engagement

2017 ◽  
Vol 32 (5) ◽  
pp. 373-386 ◽  
Author(s):  
Hong T.M. Bui ◽  
Yolanda Zeng ◽  
Malcolm Higgs
Keyword(s):  
Transformational Leadership ◽  
Employee Engagement ◽  
Work Engagement ◽  
Equation Modeling ◽  
Full Time ◽  
Job Fit ◽  
Cross Sectional ◽  
Content Type ◽  
The Relationship ◽  
Practical Implications

Purpose The purpose of this paper is to explore the relationship between transformational leadership and employees’ work engagement based on fit theory. The paper reports an investigation into the way in which employees’ perceptions of transformational leadership and person-job fit affect their work engagement. Design/methodology/approach To test the authors’ hypotheses, the authors performed structure equation modeling with maximum likelihood estimation on Mplus with bootstrapping proposed by Hayes (2009) with data from 691 full-time employees in China. Findings The results indicate that transformational leadership has as significant influence on employees’ work engagement as person-job fit in China. Moreover, employees’ perception of person-job fit is found to partially mediate the relationship between transformational leadership and employees’ work engagement. Research limitations/implications There is a possible bias arising from the use of cross-sectional data. However, certain methods were implemented to minimize it, including survey design and data analysis. Practical implications The paper proposes a number of practical implications for policy makers, HR managers and transformational leaders relating to issues associated with improving levels of employee engagement. Originality/value The study contributes to developing leadership and engagement theory by examining a previously unexplored mediator – person-job fit – in a neglected cultural setting. This study promises to open new research avenues in this area.

scholarly journals An exploration on customer relationship management and its perspectives: aviation sector

2012 ◽  
Vol 1 (3) ◽  
pp. 203-207
Author(s):  
Malini D H
Keyword(s):  
Customer Relationship Management ◽  
Airline Industry ◽  
Relationship Management ◽  
Customer Relationships ◽  
Customer Relationship ◽  
Aviation Industry ◽  
Marketing Concept ◽  
The World ◽  
Acquisition Costs

The CRM approach has received increased attention as a marketing concept during the last decades (Sin et al.2005; Osarenkhoe and Bennani 2007; Wilson et al. 2002). By combining the abilities to respond directly to customer requests and to provide the customer with a highly interactive, customized experience. Organizations today have greater scope for establish, cultivate, and maintain long-term customer relationships than ever before. The ultimate goal is to transform these relationships into greater profitability by increasing repeat purchase rates and reducing customer acquisition costs. Indeed, this revolution in customer relationship management or CRM as it is called has been referred to as the new ―mantra‖ of marketing (Russell S. Winer 2001). The Indian aviation industry is identified as one of the fastest growing industry in the world with private airlines accounting for more than 75 per cent of the sector. It is noticed that the 9th largest position in the aviation market in the world is India. In the present study the effort has been made to examine and analyze the effects of CRM and its contribution towards airline industry and also to develop and clarify a conceptual framework integrating CRM constructs, and its implications on aviation industry.

scholarly journals An intercultural, interpersonal relationship development framework

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Jonna Koponen ◽  
Saara Julkunen ◽  
Mika Gabrielsson ◽  
Ellen Bolman Pullins
Keyword(s):  
Cultural Diversity ◽  
Interpersonal Relationships ◽  
Identity Management ◽  
Customer Relationships ◽  
Relationship Development ◽  
Customer Relationship ◽  
Structured Interviews ◽  
Content Type ◽  
Development Framework ◽  
Business To Business

PurposeThe purpose of this paper is to explore how business-to-business (B2B), intercultural, interpersonal salesperson–customer relationships develop using the lens of identity management theory (IMT; Imahori and Cupach, 2005).Design/methodology/approachThe research uses qualitative semi-structured interviews on 18 targeted relationships with customers from another culture conducted with business-to-business salespeople.FindingsThe findings indicate that our respondents' relationships moved from trial toward enmeshment and on occasion toward the renegotiation phase, as described in IMT. In the case of low cultural diversity between salesperson and customer, the relationships reached the trial and enmeshment phase. In the case of high cultural diversity between salesperson and customer, the relationships on occasion evolved toward the renegotiation phase. Salespeople's cultural intelligence (CQ) facilitates the development of interpersonal, intercultural salesperson–customer relationships.Originality/valueThe authors transfer IMT from the personal relationship development arena to B2B intercultural, interpersonal relationships, address a gap in the literature in the understanding of salesperson–customer interpersonal relationships in different contexts and develop a theoretical model to understand intercultural, interpersonal salesperson–customer relationship development across different levels of cultural diversity.

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