scholarly journals Interactive app-based services: Recovery evaluations and the mediating role of satisfaction in the relationship between customer-brand engagement and electronic word of mouth

2021 ◽  
Vol 25 ◽  
Author(s):  
Radhakrishna B. ◽  
Pankaj Kumar Mohanty ◽  
Anitha Acharya ◽  
Manish Gupta
Keyword(s):  
Social Exchange ◽  
Social Exchange Theory ◽  
Word Of Mouth ◽  
Food Delivery ◽  
Electronic Word Of Mouth ◽  
Mediating Role ◽  
Brand Engagement ◽  
Recovery Satisfaction ◽  
The Relationship

Based on the theory of co-creation and resource-based theory, this study examines the differential impact of varying levels of customer participation in service recovery (firm, customer, and joint) on recovery satisfaction, customer-brand engagement (CBE), and electronic-word of mouth (e-WoM). Besides, using social exchange theory, this study examines the mediating role of consumers’ recovery satisfaction in the relationship between the types of service recovery and electronic word of mouth (e-WoM). The data to accomplish the research objectives was collected from 495 customers of interactive food delivery apps in India. The experimental design was used to collect the data. The multivariate analysis of variance (MANOVA) and PROCESS macro techniques were used to test the hypotheses. The findings suggest that joint recovery results in better recovery evaluations such as CBE, recovery satisfaction, and e-WoM. Also, recovery satisfaction mediated the relationship between CBE and e-WoM. These findings provide empirical evidence for the linkages among the theory of co-creation, resource-based theory, and social exchange theory. The marketers of interactive food delivery apps may use these findings to ascertain which recovery type they should emphasize to improve recovery satisfaction. Moreover, they are encouraged to take steps for improving recovery satisfaction as CBE affects e-WoM through recovery satisfaction.

Experiencing workplace ostracism with loss of engagement

2020 ◽  
Vol 35 (7/8) ◽  
pp. 617-630
Author(s):  
Xiaofeng Xu ◽  
Ho Kwong Kwan ◽  
Miaomiao Li
Keyword(s):  
Social Exchange ◽  
Social Exchange Theory ◽  
Negative Relationship ◽  
Job Engagement ◽  
Cultural Perspective ◽  
Content Type ◽  
Mediating Role ◽  
Workplace Ostracism ◽  
The Relationship

PurposeDrawing on social exchange theory and a cultural perspective, this study examines the relationship between workplace ostracism and job engagement by focusing on the mediating role of felt obligation and the moderating role of collectivism.Design/methodology/approachA two-wave survey was conducted over four months in a private service business in China. The participants comprised 108 Chinese employees.FindingsThe results indicate that workplace ostracism has a negative relationship with job engagement through a reduced sense of felt obligation. Collectivism strengthens the main effect of workplace ostracism on felt obligation and its indirect effect on job engagement via felt obligation.Research limitations/implicationsThis study contributes to understanding of the internal mechanism of the workplace ostracism–job engagement model by identifying the mediating role of felt obligation. It also emphasizes that collectivist cultures can enhance the effects of workplace ostracism. However, the generalizability of our findings may be limited due to this cultural factor.Practical implicationsOur findings show that workplace ostracism plays a significant role in reducing job engagement. Therefore, it is essential to reduce the incidence of ostracism in the workplace.Originality/valueBy addressing the previously unexplored mechanism that mediates the relationship between workplace ostracism and job engagement, this study provides new directions for research on workplace ostracism and job engagement.

Employer Branding and Organisational Citizenship Behaviour: The Mediating Role of Job Satisfaction

2020 ◽  
Vol 16 (2) ◽  
pp. 122-131 ◽  
Author(s):  
Prabhjot Kaur ◽  
Keshav Malhotra ◽  
Sanjeev K. Sharma
Keyword(s):  
Job Satisfaction ◽  
Social Exchange ◽  
Social Exchange Theory ◽  
Banking Sector ◽  
Employer Branding ◽  
Internal Branding ◽  
Mediating Role ◽  
Private Banking ◽  
The Relationship

Considering social exchange theory, the current research aimed to examine the mediating impact of job satisfaction in the relationship between internal branding and organisational citizenship behaviour. The data was collected from 187 employees in the private banking sector of Chandigarh, India. The results discussed that employer branding positively impacted job satisfaction and organisational citizenship behaviour. The results also suggested that internal branding impact organisational citizenship behaviour directly and indirectly.

The Effect of Value Congruence Between Founder and Successor on Successor’s Willingness: The Mediating Role of the Founder–Successor Relationship

2019 ◽  
Vol 32 (3) ◽  
pp. 259-276 ◽  
Author(s):  
Jean S. K. Lee ◽  
Guozhen Zhao ◽  
Feifei Lu
Keyword(s):  
Relationship Quality ◽  
Social Exchange ◽  
Social Exchange Theory ◽  
Polynomial Regression ◽  
Value Congruence ◽  
Exchange Theory ◽  
Mediating Role ◽  
The Relationship ◽  
Is Value

Drawing from social exchange theory, this article explores the founder–successor relationship quality as a mediated pathway in examining the effects of founder–successor value congruence on successor’s willingness to take over the business. Based on survey data from 102 founder–successor dyads, polynomial regression analysis shows that when both a founder and a successor have high value congruence in family prosperity, the relationship quality will be enhanced, which leads to higher successor’s willingness. When there is value incongruence between a founder and a successor, the successor’s family prosperity value has a more important impact on the founder–successor relationship and successor’s willingness.

scholarly journals The Role of Mediation Electronic Word of Mouth (E-WoM) in Relationship Quality of Services and Tourism Products Against Visiting Decisions

2021 ◽  
Vol 5 (1) ◽  
pp. 64-76
Author(s):  
Asep Rahmat Taryadi ◽  
Muchammad Agung Miftahuddin
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Electronic Word Of Mouth ◽  
Mediating Role ◽  
The Relationship

The purpose of this study was to analyze the mediating role of electronic word of mouth in the relationship between tourism products and service quality on the decision to visit tourists to Pangandaran Beach. This research is explanatory research, and the data collection is done by distributing questionnaires. The sample in this study amounted to 95 visitors to Pangandaran beach, who were selected using the purposive sampling method. Based on the analysis using Structural Equation Modeling (SEM) with the Partial Least Square (PLS) approach, the results indicate that service quality and tourism products have a significant positive effect on visiting decisions. However, electronic word of mouth does not mediate the relationship between service quality and tourism products on tourists visiting decisions.

Leader Trust, Competence, LMX, and Member Performance: A Moderated Mediation Framework

2017 ◽  
Vol 120 (6) ◽  
pp. 1137-1159 ◽  
Author(s):  
Gukdo Byun ◽  
Ye Dai ◽  
Soojin Lee ◽  
Seungwan Kang
Keyword(s):  
Task Performance ◽  
Social Exchange ◽  
Social Exchange Theory ◽  
Leader Member Exchange ◽  
Mediating Role ◽  
South Korean ◽  
Member Exchange ◽  
Performance Analyses ◽  
The Relationship

Based on social exchange theory, this study examines the influence of leaders’ trusting behavior and competence in in-role activities on members’ perceived leader–member exchange (LMX) relationships. Our study proposes that a leader’s trust in a member contributes to the member’s perceived LMX, and that the leader’s competence in in-role activities moderates this relationship. Furthermore, our study suggests that perceived LMX mediates the relationship between the leader’s trust and members’ task performance. Finally, the study proposes that the leader’s competence moderates the mediating role of LMX in transmitting the effect of the leader’s trust on members’ task performance. Analyses of the data collected from soldiers and platoon leaders in the South Korean army support these hypotheses.

The effect of differential leadership on employees’ thriving at work in China: a moderated mediating model

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Chaoqun Zhang ◽  
Donglan Zha ◽  
Guanglei Yang ◽  
Fu Wang
Keyword(s):  
Social Exchange ◽  
Social Exchange Theory ◽  
Equation Model ◽  
Proactive Personality ◽  
Content Type ◽  
Mediating Role ◽  
Perceived Insider Status ◽  
The Relationship ◽  
Thriving At Work

Purpose The purpose of this paper is to test the mediating role of perceived insider status (PIS) on the relationship between differential leadership and thriving at work, and the extent to which this mediating role is moderated by proactive personality. Design/methodology/approach This study conducts a questionnaire with 332 employees from China, taking certain traditional cultural factors and social exchange theory into consideration. This paper then analyzes the responses using a structuring equation model with SPSS 24.0 and LISREL 8.7. Findings The results show that PIS mediated the relationship between differential leadership and thriving at work. In addition, proactive personality was found to moderate this mediating pathway, whereby a high proactive personality increased the mediating role of perceived insider status. Originality/value This study explores how and why differential leadership is positively related to thriving at work. This paper verifies the moderated mediation model relationship among the research variables and contributes to the literature on differential leadership.

scholarly journals Do Corporate Social Responsibility and Electronic Word-of-Mouth influence the Perceived Quality? Mediating role of Brand Image

2016 ◽  
Vol 3 (3) ◽  
pp. 18-22
Author(s):  
Qasim Ali Nisar ◽  
Shaista Shaista ◽  
Mariam Mariam
Keyword(s):  
Corporate Social Responsibility ◽  
Social Responsibility ◽  
Word Of Mouth ◽  
Brand Image ◽  
Perceived Quality ◽  
Electronic Word Of Mouth ◽  
Mediating Role ◽  
Corporate Social ◽  
The Relationship

The objective of this study is to examine the relationship between corporate social responsibilities, electronic words of mouth and perceived quality by considering the mediating role of brand image. For collecting data quantitative study was adopted, in which 450 questionnaire were distributed in various universities. Every student must belong to business department. Data has tested through SPSS (Statistical Packages for the Social Science) as well as AMOS (Analysis Movement of Structure). This study shows that there is positive and significant relationship between the corporate social responsibility and perceived quality and electronic word of mouth is highly correlated with perceived quality. Brand image also positively and significantly mediates the relationship among variables. Organizations must understand the importance of corporate social responsibility, electronic words of mouth and other significant factors and try to manage their brand image to influence the perceived quality. If the companies adopt CSR than the brand, image will be build up and in this way; the perceptions of the consumers will be influenced. Furthermore, companies can create awareness regarding their brand through the electronic word of mouth.

scholarly journals Survival of the Fittest: Analysing the Triangulation of Employee Mindfulness and Authentic Leadership and Organizational Intelligence

2020 ◽  
Vol 1 (3) ◽  
pp. 119-128
Author(s):  
Prof. Dr. Muhammad Zia-ur-Rehman ◽  
Yasmine Muhammad Javaid Iqbal ◽  
Dr. Syed Arif Ahmed
Keyword(s):  
Social Exchange ◽  
Authentic Leadership ◽  
Social Exchange Theory ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Organizational Intelligence ◽  
Mediating Role ◽  
The Relationship ◽  
Survival Of The Fittest

This study focuses on the relationship authentic leadership, employee mindfulness, and organizational intelligence in the backdrop of social exchange theory and complex system theory. The paper examines the direct and indirect effect of authentic leadership on organizational intelligence with the mediating role of employee mindfulness using Preacher and Hayes (2014) process macro, model four. Hypothesized relationships data is collected cross-sectionally in a natural environment from 342 employees from the NGO sector of Pakistan via a simple random sampling technique. Statistical analysis including correlation and regression indicates a positive relationship between authentic leadership and organizational intelligence both directly and indirectly. A shift in the strength of variance is observed in the direct relationship after the introduction of the mediating variable, confirming the mediating role of employee mindfulness. Employee mindfulness independently indicates a much stronger variance on organizational intelligence compared to authentic leadership explaining high levels of contribution of employee mindfulness in achieving organizational intelligence.

Acceptance and forwarding of electronic word of mouth

2017 ◽  
Vol 35 (5) ◽  
pp. 594-610 ◽  
Author(s):  
Sabita Mahapatra ◽  
Abhishek Mishra
Keyword(s):  
Social Exchange ◽  
Regulatory Focus ◽  
Structural Equation ◽  
Social Exchange Theory ◽  
Word Of Mouth ◽  
Source Credibility ◽  
Tie Strength ◽  
Electronic Word Of Mouth ◽  
Content Type

Purpose The purpose of this paper is to examine the influence of source credibility, message credibility and tie strength, on acceptance and subsequent forwarding of electronic word of mouth (EWOM). Forwarding EWOM (FEWOM) also depends on personality traits, which this work investigates in form of moderation effect of individual regulatory focus. Design/methodology/approach Hypotheses are developed using social exchange theory and the elaboration likelihood model and tested using structural equation modelling. Data were collected online, using a random sample of 324 respondents in India. Findings Findings indicate that source credibility and tie strength are instrumental in influencing acceptance of EWOM. A strong mediation role of acceptance of EWOM, confirms that people tend to forward information online only if they accept it. Research limitations/implications This study represents a unique effort to focus on the combined effects of message credibility, source credibility and tie strength on acceptance and subsequent forwarding of EWOM. Originality/value This study provides original insights about antecedents of FEWOM as well as the role of individual regulatory focus as a moderator in the process.

Team Networks and Team Identification: The Role of Leader-Member Exchange

2013 ◽  
Vol 41 (7) ◽  
pp. 1115-1123 ◽  
Author(s):  
KeXin Guan ◽  
ZhengXue Luo ◽  
JiaXi Peng ◽  
Zhen Wang ◽  
HaiTing Sun ◽  
...  
Keyword(s):  
Social Exchange ◽  
Social Identity Theory ◽  
Social Exchange Theory ◽  
Team Identification ◽  
Leader Member Exchange ◽  
Exchange Relationships ◽  
Member Exchange ◽  
The Mean ◽  
The Relationship

We examined the relationship among team networks, leader-member exchange (LMX), and team identification in the workplace. Social network theory, social exchange theory, and social identity theory served as references for our theoretical propositions and analyses. We collected data from a sample of 223 teams of military personnel, serving in the artillery in West China. We found that the team networks had a significant effect on team identification. Further, the variance and the mean for LMX in teams interacted in influencing team identification (β =-.893, p < .01). Our findings indicated that creating productive networks in teams would be useful to enhance team identification, the effect of which may be carried on through to building exchange relationships between leader and follower.

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