scholarly journals Business Model Design and Customer Loyalty: The Mediating Role of Customer Citizenship Behavior

2020 ◽  
Vol 12 (17) ◽  
pp. 7047
Author(s):  
Baoliang Hu ◽  
Wei Huang ◽  
Shuai Yan ◽  
Guang Liu ◽  
Tao Zhang
Keyword(s):  
Business Model ◽  
Customer Loyalty ◽  
Corporate Sustainability ◽  
Citizenship Behavior ◽  
Hierarchical Regression ◽  
Demand Side ◽  
Mediating Role ◽  
Customer Citizenship Behavior ◽  
The Relationship

An increasing number of scholars and practitioners are advocating for the exploration of the demand-side consequences of business model (BM) design from the customer’s perceptual perspective. Consistent with this view, this paper discusses how BM design can achieve customer loyalty through the mediating role of customer citizenship behavior. Therefore, this paper puts forward a series of hypotheses regarding relationships among BM design, customer citizenship behavior, and customer loyalty and further tests these hypotheses through hierarchical regression analysis from data collected from Chinese customers. The results show that both efficiency-centered and novelty-centered BM designs are the antecedents of customer citizenship behavior and customer loyalty. The results also show that efficiency-centered and novelty-centered BM designs can directly affect customer loyalty, and indirectly affect customer loyalty through the mediating role of customer citizenship behavior. Our findings contribute to research on the relationship between BM design and customer loyalty, and research on the demand-side consequences of BM design. Our findings also contribute to research on the link between BM design and marketing, and research on BM design for corporate sustainability. Our findings have management implications for practitioners as well.

scholarly journals How Corporate Social Responsibility Influences Business Model Innovation: The Mediating Role of Organizational Legitimacy

2020 ◽  
Vol 12 (7) ◽  
pp. 2667 ◽  
Author(s):  
Baoliang Hu ◽  
Tao Zhang ◽  
Shuai Yan
Keyword(s):  
Corporate Social Responsibility ◽  
Social Responsibility ◽  
Business Model ◽  
Organizational Legitimacy ◽  
Hierarchical Regression ◽  
Mediating Role ◽  
Corporate Social ◽  
The Relationship ◽  
Answering Questions

Business model (BM) innovation driven by corporate social responsibility (CSR) has attracted considerable attention from scholars. However, the understanding of whether and how CSR influences BM innovation is limited. Therefore, this paper aimed to fill these gaps by exploring the influence of CSR on BM innovation through the mediating role of organizational legitimacy (OL). This paper proposed research hypotheses on the relationships among CSR, OL, and BM innovation and empirically tested these hypotheses by using the hierarchical regression analysis method with data collected from 186 firms. The results of this study show that both CSR and OL positively influence BM innovation. The results also show that CSR positively influences OL and OL mediates the relationship between CSR and BM innovation. This paper provides new insights into the relationship between CSR and BM innovation by answering questions of whether and how CSR influences BM innovation. This paper may help managers better understand how to link CSR and BM innovation.

Brand experience and customer citizenship behavior: the role of brand relationship quality

2017 ◽  
Vol 34 (3) ◽  
pp. 268-280 ◽  
Author(s):  
Lishan Xie ◽  
Patrick Poon ◽  
Wenxuan Zhang
Keyword(s):  
Relationship Quality ◽  
Citizenship Behavior ◽  
Brand Experience ◽  
Content Type ◽  
Mediating Role ◽  
Brand Relationship ◽  
Brand Relationship Quality ◽  
Customer Citizenship Behavior ◽  
The Relationship

Purpose This paper aims to examine the mediating role of brand relationship quality in the relationship between brand experience and customer citizenship behavior. Design/methodology/approach Two studies were conducted in China. Data were collected via questionnaire surveys. Structural equation modeling and bootstrapping methods were used for data analyses. Findings Results show that brand relationship quality mediates the effects of the four dimensions of brand experience (i.e. sensory, affective, behavioral and intellectual) on the two aspects of customer citizenship behavior (i.e. toward other customers and toward the organization). In addition, service provider ratings can moderate the effect of brand relationship quality on customer citizenship behavior. Practical implications The findings suggest that marketing or service managers should build high quality of customer–brand relationship to enhance customer citizenship behaviors by providing memorable and pleasurable brand experiences. Brands with high ratings can facilitate the effect of brand relationship quality on customer citizenship behavior. Originality/value This research sheds light on the mediating role of brand relationship quality in the relationship between brand experience and customer citizenship behavior.

Leader narcissism and subordinate change-oriented organizational citizenship behavior: Overall justice as a moderator

2020 ◽  
Vol 48 (7) ◽  
pp. 1-12
Author(s):  
Sun-Bok Ha ◽  
Soojin Lee ◽  
Gukdo Byun ◽  
Ye Dai
Keyword(s):  
Organizational Citizenship ◽  
Organizational Citizenship Behavior ◽  
Citizenship Behavior ◽  
Hierarchical Regression ◽  
Mediating Role ◽  
Overall Justice ◽  
Member Exchange ◽  
The Relationship ◽  
Practical Implications

We examined the effect of leader narcissism on the change-oriented organizational citizenship behavior of subordinates and the mediating role of leader–member exchange (LMX) in this relationship. We further proposed that perceived overall justice would moderate the relationship between leader narcissism and LMX. We used data from 158 pairs of squadron leaders and subordinates in 4 battalions of the Korean Army. Hierarchical regression analysis results confirmed the proposed effects and further revealed a stronger positive relationship between leader narcissism and LMX when perceived overall justice was high versus low. Theoretical and practical implications are discussed.

scholarly journals The nexus between corporate philanthropy and customer citizenship behavior: The role of corporate reputation and customer socialization.

2020 ◽  
Vol 1 (1) ◽  
pp. 22-33
Author(s):  
Linart Janbout
Keyword(s):  
Corporate Reputation ◽  
Corporate Philanthropy ◽  
Mediation Effect ◽  
Citizenship Behavior ◽  
Socially Responsible ◽  
Moderation Effect ◽  
Customer Citizenship Behavior ◽  
The Impact ◽  
The Relationship

Corporate philanthropy is one of the most debated topics among scholars for socially responsible firms. This study examines the impact of corporate philanthropy on customer citizenship behavior. Furthermore, this study aims to investigate the mediation effect of corporate reputation as well as the moderation effect of customer socialization on the relationship between corporate philanthropy and customer citizenship behavior. The population of this study consists of 393 students from one university in North Cyprus. Using the regression analysis method, the findings of this study revealed that corporate philanthropy positively affects customer citizenship behavior and such a relationship is partially mediated by corporate reputation. The result of the interaction effect reported for a positive significant effect of customer socialization on the relationship between corporate philanthropy and customer citizenship behavior. The research contributes to the literature by providing empirical findings on the relationship between corporate philanthropy and customer citizenship behavior as well as examining the underline mechanisms of how and under what conditions corporate philanthropy enhances customer citizenship behavior.

Platform Strategy for New Product Development

2020 ◽  
pp. 123-143
Author(s):  
Sang-Wuk Ku
Keyword(s):  
Product Development ◽  
New Product Development ◽  
New Product ◽  
Mediating Effect ◽  
Hierarchical Regression ◽  
Product Platform ◽  
Mediating Role ◽  
Platform Leadership ◽  
The Relationship

This chapter proves the mediating effect of product platform strategies on the relationship between a firm's subject, environment, and resources and the performance of new product development in the perspective of platform leadership. The author analyzed the mediating role of product platform strategy by considering CEO propensity, competition and customers, and competitiveness of retained resources. Compared to the past, in the perspective of platform leadership, the product platform strategy has a critical effect on the relationship between the business scope of a platform leader, the external relationship with complementors, and the internal organization of a platform leader impact on the performance of new product development. As a result of hierarchical regression analysis with the data of Korean high technology companies, the product platform strategy would be mediating the relationship between the antecedents such as CEO propensity, competition and customers, and competitiveness of retained resources and NPD performance.

A Case Study of the Mediating Role of Innovation on the Relationship Between Environmental Uncertainty, Market Orientation, and Firm Performance

2016 ◽  
Vol 13 (06) ◽  
pp. 1750003 ◽  
Author(s):  
Cevahir Uzkurt ◽  
Halil Semih Kimzan ◽  
Cengiz Yılmaz
Keyword(s):  
Firm Performance ◽  
Market Orientation ◽  
Product Innovation ◽  
Environmental Uncertainty ◽  
Mediating Effect ◽  
Hierarchical Regression ◽  
Mediating Role ◽  
The Relationship

In recent years, environmental uncertainty and market orientation have been considered key elements of superior firm performance. Although environmental uncertainty and market orientation may affect firm performance, innovation also mediates these effects. In this study, a conceptual model was developed to test the mediating effect of innovation on the relationships between these constructs. Data for the study were collected from Turkey’s Top 500 Companies. Hierarchical regression and multiple regression analyses were employed to test the research hypotheses. The findings of the study revealed that the direct effects of environmental uncertainty and innovation on firm performance were statistically significant, although the effect of market orientation was not. The results obtained from the present study seem to indicate a possible “dual effect” of market orientation on firm performance. The results also indicated that innovation, especially product innovation, mediates the relationship between environmental uncertainty and firm performance. The findings indicate that innovation, especially product innovation, is critical for firm performance.

scholarly journals The Relationship between Customer-Based Corporate Reputation and Customer Citizenship Behavior: The Case in Vietnam

2016 ◽  
Vol 11 (9) ◽  
pp. 298
Author(s):  
Nguyen Thi Van ◽  
Tran Thi Hue Chi ◽  
Vu Thi Mai Chi ◽  
Ngo Van Quang
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Corporate Reputation ◽  
Service Industry ◽  
Citizenship Behavior ◽  
Beauty Salon ◽  
Customer Commitment ◽  
Social Prestige ◽  
Customer Citizenship Behavior ◽  
The Relationship

A good corporate reputation is properties, images, brand of a company that customers of such company can wish for others to join them, therefore the supporting of accompany to build a strong reputation through discretionary, voluntary behaviors of customers is considered to be capable of helping customers to achieve a higher level of awareness about themselves and their social prestige. Positive effect of corporate reputation on customer outcome variables such as customer satisfaction and loyalty, etc. have been recognized in a lot of literatures. Respondents were customers who came to and used services of the retailing, haircut store or beauty salon in Ho Chi Minh city, Vietnam. We also collected 44 questionnaires to do Pretest before conducting the final test in which 490 out of 600 questionnaires are validated to run statistics. Besides, convenient sampling is used for this study. This result showed that customer-based corporate reputation directly affect customer satisfaction, customer commitment, customer loyalty and customer satisfaction, customer commitment and loyalty directly affect CCB. This research also indicated CBR positive influences on CCB. To find out the antecedents of CCBs is obviously important for managers or employers of firm’s service because it is also the key to success, for the customer retention, maintain and enhance customer loyalty. That is also an interesting research, which provides ideas on new service industry in Vietnam and developing countries.

scholarly journals Investigating the Relationship Between Corporate Entrepreneurship and Customer Loyalty with Customer Satisfaction Mediating Role

2018 ◽  
Vol 10 (4) ◽  
pp. 94
Author(s):  
Iman Abdel Hamid Hasanin
Keyword(s):  
Customer Satisfaction ◽  
Relationship Quality ◽  
Customer Loyalty ◽  
Commercial Banks ◽  
Corporate Entrepreneurship ◽  
External Factors ◽  
Mediating Role ◽  
Internal And External Factors ◽  
The Relationship

The study aims to identify the nature of the relationship between the dimensions of corporate entrepreneurship and loyalty of customers. It intends to do that through the mediating role of customer satisfaction, by identifying the extent to which these dimensions apply according to the study the study, as well as the knowledge of the relationship quality. In order to meet the objectives of the study, a regular sample of 384 individuals was selected. These individuals were clients of the selected commercial banks, selected by customers who frequented the banks within a specified period of time. The study also found that there was a statistically significant correlation between corporate entrepreneurship and customer loyalty, which means that the greater the application of corporate entrepreneurship, the higher the effect of internal and external factors. The study suggests a set of recommendations to encourage banks in the study to apply CE to enhance customer loyalty.

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