Employee experience and customer loyalty: Perceived authenticity and relational commitment as serial mediators

2020 ◽  
Vol 48 (2) ◽  
pp. 1-10
Author(s):  
Jang Heon Han ◽  
Jin Suk Lee
Keyword(s):  
Customer Loyalty ◽  
Online Survey ◽  
Positive Impact ◽  
Mediating Effects ◽  
Relational Commitment ◽  
Employee Experience ◽  
The Impact ◽  
The Relationship ◽  
Moderating Role

We investigated the impact of employee experience on customer loyalty in the hospitality industry, focusing in particular on the serial mediating effects of perceived authenticity and relational commitment, and the moderating role of customer age. To test the proposed conceptual model, we conducted an online survey with 649 participants who had used restaurant services in the past month. Results showed that employee experience exerted a positive impact on customer loyalty. In addition, the relationship between employee experience and customer loyalty was sequentially mediated by perceived authenticity and relational commitment, and the older the customer age, the stronger were the serial mediating effects. Theoretical and practical implications are discussed, and suggestions provided for improving hospitality services.

scholarly journals Impact of Authoritative and Laissez-Faire Leadership on Thriving at Work: The Moderating Role of Conscientiousness

2021 ◽  
Vol 11 (3) ◽  
pp. 667-685
Author(s):  
Zulfiqar Ahmed Iqbal ◽  
Ghulam Abid ◽  
Muhammad Arshad ◽  
Fouzia Ashfaq ◽  
Muhammad Ahsan Athar ◽  
...  
Keyword(s):  
Leadership Style ◽  
Positive Impact ◽  
Work Relationship ◽  
Laissez Faire ◽  
Relationship Of ◽  
The Impact ◽  
The Relationship ◽  
Moderating Role ◽  
Thriving At Work

This study empirically investigates the less discussed catalytic effect of personality in the relationship of leadership style and employee thriving at work. The growth and sustainability of the organization is linked with the association of leadership style and employee thriving at the worplace. The objectives of this study are to explore the impact of authoritative and laissez-faire leadership styles and the moderating role of the personality trait of conscientiousness on thriving in the workplace. A sample of 312 participants was taken from a leading school system with its branches in Lahore and Islamabad, Pakistan. The participants either worked as managers, teachers in headquarters, or school campuses, respectively. The regression results of the study show that authoritative leadership and conscientiousness have a significantly positive impact on thriving at work. Furthermore, conscientiousness moderates the relationship between laissez-faire style of leadership and thriving at work relationship. The findings of this study have theoretical implications for authoritative and laissez-faire leadership, employee conscientiousness, and managerial applications for the practitioners.

scholarly journals The Impact of Organizational Context on the Levels of Cross-Border E-Commerce Adoption in Chinese SMEs: The Moderating Role of Environmental Context

2021 ◽  
Vol 16 (7) ◽  
pp. 2732-2749
Author(s):  
Anaf Abdulkarem ◽  
Wenhua Hou
Keyword(s):  
Online Survey ◽  
Organizational Context ◽  
Positive Impact ◽  
Environmental Context ◽  
Cross Border ◽  
Level 3 ◽  
Four Levels ◽  
The Impact ◽  
Moderating Role

With the rapid technological developments, cross-border e-commerce (CBEC) as a sector is also expanding rapidly. In the past couple of decades, China has become a major force in promoting and developing CBEC and, therefore, it was needed to explore the various antecedents and outcomes of Chinese CBEC to expand the understanding and existing CBEC scholarship. Ample studies have been conducted to understand the antecedents and outcomes of CBEC. However, limited studies have explored such variables which can mitigate the adoption of CBEC. With this background, this empirical study was focused on addressing this gap by studying the moderating role of environmental context between organizational context and the four levels of CBEC adoption with the help of a technology-organization-environment framework. SMEs operating in China were targeted for data collection, where data were collected through an online survey. A final sample size of 208 was recorded. It was found that the organizational context has a direct and positive impact on all four levels of CBEC adoption. Furthermore, the moderating role of environmental context on Level 1 and 2 was not supported. Finally, the moderating role of environmental context on Level 3 and 4 was supported by the data. It was concluded that the organizational context plays a significant role in shaping CBEC at all four levels, whereas the environmental context has the potential to mitigate the relationships between organizational context and CBEC Level 3 and 4.

scholarly journals Impact of openness to experience on project success with mediating role of creativity and moderating ROLE OF uncertainty avoidance

2016 ◽  
Vol 4 (2) ◽  
pp. 58-64
Author(s):  
Marina Mailk ◽  
Keyword(s):  
Project Success ◽  
Positive Impact ◽  
Uncertainty Avoidance ◽  
Project Managers ◽  
Openness To Experience ◽  
Mediating Role ◽  
The Impact ◽  
The Relationship ◽  
Moderating Role

The purpose of the study was to examine the impact of openness to experience on project success with the mediating role of creativity and moderating role of uncertainty avoidance. Data were collected from 100 project managers by using questionnaires. In order to analyze the relationship regression and correlation techniques were used, which indicated the positive impact of openness to experience on creativity. The results of study indicated positive and significant impacts of predictors on response variables.

The Project Communication and Trust Nexus as an Antecedents of Project Success: Moderating Role of Authentic Leadership

2021 ◽  
pp. 232948842110190
Author(s):  
Haleema Majeed ◽  
Umar Nawaz Kayani ◽  
Syed Arslan Haider
Keyword(s):  
Authentic Leadership ◽  
Online Survey ◽  
Project Success ◽  
Sampling Technique ◽  
Project Managers ◽  
Survey Method ◽  
The Impact ◽  
The Relationship ◽  
Moderating Role

The present study aims to investigate the impact of project communication on project success with the mediating role of trust and the moderating role of authentic leadership. The sample is drawn using a convenient sampling technique. The data is collected through the online survey method due to the COVID-19 pandemic, from project-based construction companies of Pakistan ( n = 245). The analyses are established using SPSS v.25 and AMOS v.23 software to test hypotheses. The results indicate that project communication is positively associated with project success; trust mediates the relationship between project communication and project success. Similarly, results also confirm that the moderating role of authentic leadership is strengthening the relationship between project communication and trust. This research is beneficial for project managers, site supervisors, and leaders, since project managers need to develop communication and trust between the employees as communication, leads to the successful completion of projects and achievement of goals. Managers should connect the employees so that the workflow does not get disturbed. Lack of communication can badly affect the success of the project and lead it toward failure. The manager or work supervisor needs to keep all the employees bound together so that they perform effectively.

The relationship between CRM and customer loyalty: the moderating role of customer trust

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Mirza Mohammad Didarul Alam ◽  
Rashed Al Karim ◽  
Wardha Habiba
Keyword(s):  
Customer Loyalty ◽  
Banking Sector ◽  
Positive Impact ◽  
Customer Engagement ◽  
Customer Knowledge ◽  
Content Type ◽  
Customer Trust ◽  
The Relationship ◽  
Moderating Role

PurposeThe present study investigates the moderating role of customer trust in customer relationship management (CRM) components and customer loyalty relationships in the context of the baking sector in Bangladesh.Design/methodology/approachData were collected through a survey using a structured questionnaire from 350 customers of commercial banks in Bangladesh.FindingsThe key finding is that all CRM components (customer orientation, customer advocacy and customer knowledge) except customer engagement have positive impact on customer loyalty. Moreover, customer trust only moderates the relationship between customer knowledge and customer loyalty, whereas other CRM components and customer loyalty do not moderate by trust.Originality/valueThe findings of the study add to the substantial pool of knowledge on CRM components, customer trust and customer loyalty literature. More specifically, the moderating role of customer trust between customer knowledge and customer loyalty is the novel contribution of this research which will enrich the existing CRM literature particularly in the banking sector of Bangladesh.

scholarly journals How Employee’s Leadership Potential Leads to Leadership Ostracism Behavior: The Mediating Role of Envy, and the Moderating Role of Political Skills

2020 ◽  
Vol 17 (9) ◽  
pp. 3080
Author(s):  
Ying Xue ◽  
Xiyuan Li ◽  
Hongmei Wang ◽  
Qiu Zhang
Keyword(s):  
Positive Impact ◽  
Practical Significance ◽  
Dark Side ◽  
Leadership Potential ◽  
Political Skills ◽  
Mediating Role ◽  
The Impact ◽  
The Relationship ◽  
Moderating Role

Recently, research on the leadership potential of employees has gradually attracted the attention of scholars. However, further exploration is required to better understand the upward influence of employee’s leadership potential on their leaders. This study examined the mechanisms behind the impact of employee’s leadership potential on leadership ostracism behavior. Moreover, the mediating role of leader’s envy and the moderating role of employee’s political skills in the relationship between employee’s leadership potential and leadership ostracism behavior were investigated. The results of an empirical analysis of 221 employee–leader pairs, studied over multiple periods, are as follows: employee’s leadership potential had a significant positive impact on leader’s envy and leadership ostracism behavior; leader’s envy had a significant positive impact on leadership ostracism behavior; and leader’s envy mediated the relationship between leadership potential and leadership ostracism behavior. In addition, employee’s political skills negatively moderated the indirect effect of leadership potential on leadership ostracism behavior through leader’s envy. The leadership potential of employees with more political skills appeared to have less influence on organizational ostracism via leader’s envy. This study explored the “dark-side” of employee’s leadership potential by understanding its impact on their leaders; the findings have theoretical and practical significance for companies.

scholarly journals THE RELATIONSHIP BETWEEN WEBSITE DESIGN AND POSITIVE EWOM INTENTION: TESTING MEDIATOR AND MODERATOR EFFECT

2018 ◽  
Vol 19 (2) ◽  
pp. 382-398 ◽  
Author(s):  
Quyen Phu Thi Phan ◽  
Michal Pilík
Keyword(s):  
Online Survey ◽  
Mediating Effect ◽  
Website Design ◽  
Response Model ◽  
Moderator Effect ◽  
Online Comments ◽  
The Impact ◽  
The Relationship ◽  
Moderating Role

Electronic word of mouth (eWOM) has paid attention to the phenomenon of marketing strategy because of the power of online comments to behavioural consequences. The key challenge for scholars and practitioners is to explore why consumers would like to give positive reviews of products and service. However, little empirical research has been conducted on the effect of website design on eWOM intention. The objective of this paper is to investigate the impact of website design (aesthetic and usability) on eWOM intention, which is based on the adoption of the stimulus – organism – response model. To test the hypotheses, the study uses the Partial Least Squares (PLS) to test a total of 290 respondents collected from Taiwanese customers via an online survey. The outcomes show the impact of the website’s design on the attitude toward it, which would lead to positive eWOM. The study also provides empirical evidence on the moderating role of online purchasing experience and the mediating effect of attitude toward a website on eWOM intention. Finally, the discussions also show implications and managerial insight for both scholars and marketers.

scholarly journals How managerial coaching promotes employees' affective commitment and individual performance

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Neuza Ribeiro ◽  
Tam Nguyen ◽  
Ana Patrícia Duarte ◽  
Rui Torres de Oliveira ◽  
Catarina Faustino
Keyword(s):  
Affective Commitment ◽  
Online Survey ◽  
Positive Impact ◽  
Individual Performance ◽  
Content Type ◽  
Mediating Role ◽  
Coaching Skills ◽  
The Impact ◽  
The Relationship

PurposeThis study sought to provide a more comprehensive understanding of how managers' coaching skills can affect individual performance through the mediating role of affective commitment.Design/methodology/approachThe sample included 198 employees from diverse organizations. Based on an online survey, respondents assessed their managers' coaching skills and reported their own individual performance and affective commitment to their organization.FindingsThe findings show that managers' coaching skills have a positive impact on individual performance and affective commitment, with the latter mediating the relationship between the first two variables.Research limitations/implicationsAdditional studies with larger samples are needed to understand more fully not only the impact of managers' coaching skills on individual performance but also other psychosocial variables affecting that relationship.Practical implicationsOrganizations can increase employees' affective commitment and individual performance by encouraging managers to integrate more coaching skills into their leadership styles.Originality/valueThis study is the first to integrate managers' coaching skills, affective commitment and individual performance into a single research model, thereby extending previous research on this topic.

Selecting which touchpoints to manage for customer loyalty: an empirical analysis in retail banking

2019 ◽  
pp. 39-54
Author(s):  
Marco Ieva ◽  
Cristina Ziliani
Keyword(s):  
Empirical Analysis ◽  
Customer Loyalty ◽  
Online Survey ◽  
Customer Experience ◽  
Retail Banking ◽  
Customer Experience Management ◽  
Moderating Role

Customer Experience develops through a journey of touchpoints. However, little is known on the role of touchpoints in contributing to customer loyalty, which is the final aim of Customer Experience Management. This study provides an examination of the relative and moderating role of frequency and positivity of exposure to more than twenty touchpoints and their interplay in contributing to customer loyalty. An online survey on more than three thousand consumers is run with reference to retail banking. Results show that only a small number of touchpoints is significantly related to customer loyalty. Findings point companies' attention to invest their efforts in managing both the frequency and positivity of specific touchpoints.

scholarly journals Religiosity as a factor protecting against problem behaviour in adolescence

2015 ◽  
Vol 21 (1-2) ◽  
pp. 63-89
Author(s):  
Iwona Niewiadomska ◽  
Rafał P. Bartczuk ◽  
Joanna Chwaszcz ◽  
Stanisław Fel ◽  
Weronika Augustynowicz ◽  
...  
Keyword(s):  
Problem Behaviour ◽  
Problem Behaviours ◽  
Upper Secondary ◽  
The Impact ◽  
The Relationship ◽  
Moderating Role ◽  
Upper Secondary Schools ◽  
Conceptual Work ◽  
Different Levels

Abstract This article explores the question, to what degree religiosity contributes, as a protecting factor against a broad category of socially deviant adolescent and youth behaviours. It also tests the hypothesis that gender plays a moderating role in the relationship between religiosity and problem behaviour. It employs a modified version of the Problem Behaviour Syndrome Measure (PBSM), in concert with Jessor and Jessor’s conceptual work. It also makes use of the Duke Religion Index (DUREL) to assess religiosity. The empirical study deals with a representative group of 960 students of upper-secondary schools in the Lubelskie province, Poland. The results were analyzed using canonical analysis and ANOVA. The achievements of the article are twofold. First, it identifies significant correlations between the different levels of religiosity among youth, and the occurrence and intensification of problem behaviours, particularly in regard to organized activity. Organized and intrinsic religiosity play principal protective roles, while the impact of personal religious practices is less significant. Secondly, while analyzing the moderating role of gender in the relationship between religiosity and the intensity of problem behaviour, it was found that gender does not have a significant interactive impact. An affirmative conclusion was confirmed in only two instances.

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