A model and empirical examination of influencing factors of customer satisfaction and service performance through interactional quality

Marketing scholars have recognized that building and maintaining strong employee-customer relationships are contributors to the performance of organizations. Empirical evidences concerning employee-customer interaction with the help of integrated framework by using the data from supervisor, employee and customer is scarce. Insights from literature, application of service profit chain and unique set of triad (supervisor, employee and customer) as a unit of analysis, enables an examination of various relational paths among the antecedents and outcomes of interactional quality and fills in the aforementioned void. This study seeks to model and empirically test key cognitive (role overload, self-efficacy, and service climate) and emotional aspects (emotional regulation) on outcome variables (interactional quality, customer satisfaction, service performance). An integrated theoretical model rooted in the reflections of emotional cognition theory, cognitive energetical theory and cognitive emotional theory is developed. A survey questionnaire on the basis of well-established measurements from the previous research studies is adopted for data collection from insurance sector of Pakistan. Data is collected with the help of purposive sampling. A total of 270 sets of survey responses are used to empirically test the measurements and propositions through structural equation modelling using AMOS 23. The findings are in support of a significant model and proposed relational paths. In general, results revealed that role overload, self-efficacy, service climate and emotional regulations lead towards customer satisfaction and service performance through interactional quality. This research offers a number of academic and practical implications. The main implication of this research is the extension in conceptual research of marketing literature by providing empirical evidence regarding employee-customer relationship. Managers should recognize that frontline employees, whether they simply interact or actually render the service are the central actor in delivering better quality services that resulted in customer satisfaction. A number of academic as well as managerial implications are proposed and discussed.

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Electronic Customer Relationship Management (E-CRM) and Customer Loyalty

International Journal of E-Business Research ◽

10.4018/ijebr.293292 ◽

2022 ◽

Vol 18 (1) ◽

pp. 0-0

Keyword(s):

Customer Satisfaction ◽

Customer Loyalty ◽

Structural Equation ◽

Service Providers ◽

Positive Impact ◽

Equation Model ◽

Mediating Effect ◽

Customer Relationship ◽

The Impact ◽

The Relationship

This study examined the impact of E-CRM on customer loyalty with the mediating effect of customer satisfaction in the banking industry. Customer satisfaction is important for loyalty because when the customers are satisfied with the services offered by their service providers, the relationship gets stronger which further leads to positive word-of-mouth. The data was collected using purposive sampling from 836 banks’ customers who were using E-CRM services and the data was analyzed using structural equation model (SEM) through AMOS. The results revealed that E-CRM and customer satisfaction had a significant positive impact on customer loyalty and also customer satisfaction partially mediated the relationship between E-CRM and customer loyalty. This study would offer useful acumen to both academicians and marketers and would help the bank managers to improve the quality of the services provided to their customers.

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What Influences Customer Satisfaction When? Product and Service Over Time

Journal of Management Research ◽

10.5296/jmr.v8i3.9538 ◽

2016 ◽

Vol 8 (3) ◽

pp. 45 ◽

Cited By ~ 1

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>

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THE ANTECEDENT OF CUSTOMER SATISFACTION

10.31219/osf.io/af8pb ◽

2020 ◽

Author(s):

Andala Rama Putra Barusman ◽

Evelin Putri Rulian ◽

Susanto Susanto

Keyword(s):

Customer Satisfaction ◽

Structural Equation Model ◽

Customer Relationship Management ◽

Structural Equation ◽

Hospitality Industry ◽

Relationship Management ◽

Customer Retention ◽

Equation Model ◽

Customer Relationship

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The Antecedent of Customer Satisfaction and Its Impact on Customer Retention in Tourism as Hospitality Industry

10.31235/osf.io/469v5 ◽

2020 ◽

Author(s):

Andala Rama Putra Barusman ◽

Evelin Putri Rulian ◽

Susanto Susanto

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Structural Equation ◽

Hospitality Industry ◽

Customer Retention ◽

Equation Model ◽

Customer Relationship ◽

Global Changes ◽

The Government ◽

The Impact

Taking a case study of tourism as hospitality industry in Lampung Province in Indonesia, we analyze the antecedent of customer satisfaction and its impact on customer retention. Using Structural Equation Model (SEM), we find that customer relationship management has a significant impact on service quality, customer satisfaction and customer retention. Moreover, the impact of service quality on customer satisfaction and the one of customer satisfaction on customer retention are also significant. Relying on the findings, we recommend some strategies for the government of Lampung Province, e.g. training local people to behave more friendly in welcoming domestic or international tourists, fixing all lodging facilities, creating more souvenirs with Lampung’s ornaments and developing management system adopting global changes in technology, communication and trend.

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Modern 3PL Services in China: The Role of Trust

10.51240/jibe.2009.2.5 ◽

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.

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The Antecedents of Word-of-Mouth Behaviour

Strategic Marketing in Fragile Economic Conditions - Advances in Marketing, Customer Relationship Management, and E-Services ◽

10.4018/978-1-4666-6232-2.ch010 ◽

2014 ◽

pp. 185-202

Author(s):

Ho Yin Wong ◽

Anthony Perrone

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Structural Equation Modelling ◽

Structural Equation ◽

Word Of Mouth ◽

Point Of View ◽

Service Performance ◽

Fit Indices ◽

Equation Modelling ◽

Post Purchase

The aim of this study is to undertake empirical research investigating the nature and magnitude of the determinants of word-of-mouth behaviour from the point of view of service performance and post-purchase perceptions. A quantitative study was undertaken. A theoretical model linking service quality issues and word-of-mouth behaviour was developed and tested using structural equation modelling of 280 surveyed participants at various day spa locations. All major fit indices from structural equation modelling methods show satisfactory results for the measurement and structural models. The results confirm significant relationships between the constructs in the model. While the quality of the product, customer service, and servicescape atmosphere lead to customer satisfaction, it is servicescape atmosphere and customer satisfaction that drive word-of-mouth behaviour. The results of this study provide insights to aid service providers and marketing professionals in the service industry in fully understanding that the enhancement of the delivery of high quality service, an accommodating environment, and instilling feelings of satisfaction with their customers will more likely lead to positive word-of-mouth referrals. One major limitation is that the survey was conducted within one industry in one country. The major value of this chapter is the establishment of the role of service quality on word-of-mouth behaviour. This research provides empirical results of the impacts of service performance and post-purchase perceptions on word-of-mouth behaviour.

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The role of Islamic marketing ethics towards customer satisfaction

Journal of Islamic Marketing ◽

10.1108/jima-11-2017-0123 ◽

2019 ◽

Vol 11 (4) ◽

pp. 1001-1018 ◽

Cited By ~ 2

Author(s):

Aamir Abbas ◽

Qasim Ali Nisar ◽

Mahmood A. Husain Mahmood ◽

Abderrahim Chenini ◽

Ahsan Zubair

Keyword(s):

Customer Satisfaction ◽

Structural Equation ◽

Scale Validation ◽

Sampling Technique ◽

Customer Relationships ◽

Marketing Ethics ◽

Equation Modeling ◽

Islamic Banks ◽

Ethical Perspective ◽

Content Type

Purpose Islamic marketing ethics focus on the principles of equity, justice and value maximization for the welfare of society. These ethics play a vital role in elevating the standards of customer behavior. The strategy of focusing customer is now considered as important element because of rapidly changing marketing trends in Islamic banks. Therefore, the purpose of this study is to find out the important features of Islamic marketing ethics and identify their effect on customer’s satisfaction in Islamic banking. Design/methodology/approach This study is descriptive and quantitative. Data were collected from 1000 customers of Islamic banks by applying convenient sampling technique. Smart PLS was used to check the scale validation by confirmatory factor analysis. To test the hypotheses, structural equation modeling technique was used. Findings Results enlightened that Islamic marketing ethics play a significant role in enhancing the customer’s satisfaction. Islamic banks should focus on marketing mix along with Islamic and ethical perspectives to improve the customer’s satisfaction level. Practical implications This study highlighted that Islamic marketing ethics have great impact on customer satisfaction. Therefore, Islamic banks need to concentrate on the ethical perspective of Islamic marketing in order to develop long term customer relationships. Islamic banks need to revise their marketing practices, and they should align their marketing tactics with ethical Islamic boundaries. They need to design, communicate and enforce the code of Islamic ethics within organizations. Originality/value This paper fulfills an identified need to study how Islamic marketing ethics effect customer satisfaction.

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Linking improvisational behavior to customer satisfaction: the relational dynamics

Journal of Business and Industrial Marketing ◽

10.1108/jbim-11-2017-0298 ◽

2019 ◽

Vol 34 (6) ◽

pp. 1183-1193 ◽

Cited By ~ 1

Author(s):

Magnus Hultman ◽

Abena Animwaa Yeboah-Banin ◽

Nathaniel Boso

Keyword(s):

Customer Satisfaction ◽

Structural Equation ◽

Customer Relationship ◽

Equation Modeling ◽

Relational Dynamics ◽

Relational Context ◽

Content Type ◽

Customer Data ◽

Proposed Model ◽

The Relationship

Purpose Contemporary sales scholarship suggests that salespersons pursuing customer satisfaction should improvise (think and act on their feet) to find solutions to customers’ emergent problems. A missing link in this literature, however, is the relational context within which improvisation takes place and becomes effective. This study aims to examine how the tone of the salesperson–customer relationship (whether cordial or coercive) drives and conditions salesperson improvisation and its implications for customer satisfaction. Design/methodology/approach The study tests the proposed model using dyadic salesperson–customer data from business-to-business (B2B) markets in Ghana. The relationships are tested using structural equation modeling technique. Findings The study finds that salesperson improvisation is associated with customer satisfaction. It also finds the extent of cordiality between salespersons and their customers predicts but does not enhance the value of improvisation for customer satisfaction. The reverse is true for customer exercised coercive power which is not a significant driver of improvisation but can substantially alter its benefits for the worse. Practical implications By implication, salespersons should improvise more to be able to satisfy customers. However, such improvisation must be tempered with a consciousness of the relationship shared with customers and the level of power they exercise in the relationship. Originality/value Because improvised behavior deviates from routines and may be unsettling for customers, improvising salespersons must first understand whether their customers would be willing to accommodate such deviations. Yet, the literature is silent on this relational context surrounding improvisation. This study, by exploring facilitating and inhibitory relational variables implicated in improvisation, addresses this gap.

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

Social Behavior and Personality An International Journal ◽

10.2224/sbp.2012.40.9.1549 ◽

2012 ◽

Vol 40 (9) ◽

pp. 1549-1553 ◽

Cited By ~ 6

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.

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CRM in the digital age: implementation of CRM in three contemporary B2B firms

Journal of Systems and Information Technology ◽

10.1108/jsit-06-2014-0044 ◽

2015 ◽

Vol 17 (1) ◽

pp. 2-19 ◽

Cited By ~ 12

Author(s):

Heini Sisko Maarit Lipiäinen

Keyword(s):

Social Media ◽

Customer Relationships ◽

Customer Relationship ◽

Research Approach ◽

Empirical Examination ◽

Content Type ◽

The Future ◽

Collaborative Working ◽

Media Systems ◽

Media Channels

Purpose – The purpose of this study was to contribute to the current discussion on digitization in companies’ marketing from a customer relationship management (CRM) perspective by examining the role and objectives of CRM and the exploitation of social media to serve the objectives of CRM in contemporary business-to-business (B2B) companies. Design/methodology/approach – The data are collected through semi-structured themed interviews with key marketing/sales managers from three B2B firms. Findings – CRM seems to be moving closer to the company’s core activity and becoming everybody’s business to a greater extent than ever before, but its main goal, to enhance customer relationships, will not necessarily change. Understanding the customer is vital and requires different functions to cooperate closely to ensure the firm has the best possible understanding of its customers. Public social media tools played almost no part in CRM, but closed social media systems might have potential in the future. Research limitations/implications – The chosen research approach limits the generalization of the results. Practical implications – It seems likely that firms will benefit from a collaborative working style over the traditional silo approaches. For B2B firms, public social media does not seems to be the most suitable source to serve CRM but private social media channels might have potential in the future. Originality/value – The lack of empirical examination of the change from company ecosystem to customer ecosystem from a CRM perspective, and the lack of research on social media for CRM in the B2B context, determines the purpose of this study. Furthermore, digitization is a rather new and unstructured phenomenon and many companies are still considering how to reconcile to it.

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