Communication, Trust, and Loyalty in the Hotel Sector: The Mediator Role of Consumer's Complaints

2020 ◽  
Vol 25 (1) ◽  
pp. 183-187
Author(s):  
Beatriz Palacios Florencio ◽  
Luna Santos Roldán ◽  
Juan Manuel Berbel Pineda
Keyword(s):  
Customer Loyalty ◽  
Structural Equations ◽  
Structural Equations Modeling ◽  
Mediator Role ◽  
Hotel Sector ◽  
The Relationship ◽  
Mediator Variable

The purpose of this study was to analyze how the relationship between communication with customers, loyalty, and trust are mediated by a correct handling of customers' complaints. A survey of 629 customers of the hotel sector, and using structural equations modeling, was used. The results demonstrated that good customer communication and information when handling claims positively and significantly influences customer loyalty and trust. Loyal and trusting customers is one of the aims of companies. These are generally determined by the communication carried out by the firm. Nevertheless, it is understandable that there is a mediator variable: the firm's handling of customers' complaints.

scholarly journals Green Purchase Behavior: the Predictive Roles of Consumer Self-Determination, Perceived Customer Effectiveness and Perceived Price

2019 ◽  
Vol 7 (10) ◽  
Author(s):  
Fortune Edem Amenuvor ◽  
Kwasi Owusu-Antwi ◽  
Seong-Chan Bae ◽  
Sean Kwan Soo Shin ◽  
Richard Basilisco
Keyword(s):  
South Korea ◽  
Structural Equations ◽  
Self Determination ◽  
Modeling Technique ◽  
Purchase Behavior ◽  
Structural Equations Modeling ◽  
Perceived Price ◽  
The Relationship ◽  
Moderating Role

The overarching aim of this research is to empirically test the effect of customers’ self-determined needs on perceived customer effectiveness and green purchase behavior while assessing the moderating role of price. To achieve this aim, data is collected from 453 consumers in South Korea. The various hypotheses developed to achieve this aim are tested via the structural equations modeling technique. The results of the study reveal that autonomy, competence, and relatedness positively and significantly affect perceived customer effectiveness. Additionally, autonomy and competence positively and significantly influence green purchase behavior. The study further finds that relatedness is negative but significantly related to green purchase behavior. Moreover, the study reveals that perceived customer effectiveness is positive and significantly related to green purchase behavior. Similarly, the study finds support for the moderating effect of price on the relationship between perceived customer effectiveness and green purchase behavior. The current study provides managerial and theoretical insights into understanding green purchase behavior, self-determined needs as well as perceived customer effectiveness. 

scholarly journals Effect of Board’s Skills on Stakeholder Value

2016 ◽  
Vol 6 (4) ◽  
pp. 84-100
Author(s):  
Ines Chaabouni ◽  
Anis Jarboui
Keyword(s):  
Cognitive Function ◽  
Board Of Directors ◽  
Firm Value ◽  
Structural Equations ◽  
Direct Impact ◽  
The Board Of Directors ◽  
Mediator Role ◽  
The Relationship

The aim of this paper is to discuss the effect of the board’s capital on the firm value by the intermediation of the board’s functions. We took a sample of 73 Tunisian public limited companies and we tested the direct impact of the board’s functions on the firm value and its mediator role on the relationship between board’s capital and firm’s value by using structural equations. Our results show that only the board’s cognitive function has an impact on shareholder and stakeholder value. In fact, the board’s disciplinary function loses its signification by integrating the skills and competencies of directors. Moreover, the board’s cognitive function plays a mediator role between the board’s capital and the firm’s value. Our study aims to stress the new role of the board of directors as a provider of skills and expertise that can ameliorate the value of the firm by assisting the manager in making adequate decisions.

scholarly journals Functional Characteristics Of Banking Websites And Customer Loyalty: The Mediating Role Of Online Trust

2015 ◽  
Vol 31 (3) ◽  
pp. 911 ◽  
Author(s):  
Sarra Berraies ◽  
Rached Chtioui ◽  
Karim Ben Yahia
Keyword(s):  
Customer Loyalty ◽  
Banking Sector ◽  
Structural Equations ◽  
Functional Characteristics ◽  
Online Trust ◽  
Mediating Role ◽  
Key Driver ◽  
The Relationship ◽  
Positive Effect

The aim of this paper is to analyze the relationship between the websites functional characteristics, online trust and customer loyalty in banking sector. Our research required the testing of twelve hypotheses with a sample of 286 Tunisian banks customers. The data were analyzed by structural equations modeling using the AMOS software. The results of our research highlighted the significant and positive effect of the websites functional characteristics on online trust among customers, which in turn has been proven to be a key driver of their loyalty to their banks. Our study pointed also the mediation role played by online trust between websites functional characteristics and customer loyalty.

scholarly journals Brand Trust and Brand Loyalty: A Moderation and Mediation Perspective

2019 ◽  
pp. 1-17
Author(s):  
Sean Kwan Soo Shin ◽  
Fortune Edem Amenuvor ◽  
Richard Basilisco ◽  
Kwasi Owusu-Antwi
Keyword(s):  
South Korea ◽  
Brand Loyalty ◽  
Structural Equations ◽  
Brand Commitment ◽  
Brand Trust ◽  
Structural Equations Modeling ◽  
Brand Reputation ◽  
The Relationship ◽  
Moderating Role

This study aims to empirically test the effect of brand trust on brand commitment and brand loyalty while examining the mediating and moderating roles of brand commitment and brand reputation respectively. To achieve this aim, data is collected from 412 smartphone users in South Korea. The hypotheses advanced to achieve this aim are tested through the structural equations modeling technique. The results of the study reveal that brand trust and brand commitment positively and significantly influence brand loyalty. The study further finds that brand trust is positively and significantly related to brand commitment, while the latter mediates the relationship between brand trust and brand loyalty. Equally, the study finds support for the moderating role of brand reputation on the relationship between brand trust and brand commitment. The study provides managerial and theoretical illuminations into comprehending brand trust, brand commitment, brand reputation, and brand loyalty.

scholarly journals Relationship between Service Quality and Customer Delight and Customer Loyalty at the Fitness Center Business in East Java

2021 ◽  
Vol 2 (3) ◽  
pp. 117-124
Author(s):  
Ony Thoyib Hadiwijaya ◽  
Amiartuti Kusumaningtyas ◽  
Abdul Halik
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Standard Equipment ◽  
Unit Of Analysis ◽  
Fitness Center ◽  
Customer Delight ◽  
The Individual ◽  
Improve Service Quality ◽  
The Relationship

This article aims to analyze the relationship between Service Quality and Customer Delight and Customer Loyalty at the Fitness Center Business in East Java. This research method This research is an explanatory research. The unit of analysis in this study is the individual. The respondents of this research are members of the Fitness Center in East Java. The population in this study were all fitness members in the East Java region who during 2019-2020 years extended their membership at least twice and were in East Java, especially the Kartosusilo Gate area which includes the cities of Gresik, Bangkalan, Mojokerto, Surabaya, Sidoarjo and Lamongan. The number of sufficient samples is 365 respondents. The results show that Service Quality has no significant effect on customer delight. This is because with standard equipment and services, members feel happy. Likewise, the characteristics of the majority of fitness center members are individuals who feel quite happy with the situation and conditions provided by the manager, thereby indicating that the Service Quality at the current Fitness Center business in East Java has not been able to encourage an increase in customer delight. The results of this study also show that Service Quality has a significant effect on Customer Loyality, thus Service Quality at the current Fitness Center business in East Java can encourage the increase in Customer Loyality. Given the large role of service quality on customer loyalty, it is recommended that companies always maintain and improve service quality at the Fitness Center business in East Java.

scholarly journals Gender roles and dating violence: A mediator role of moral disengagement

2020 ◽  
Vol 10 (2) ◽  
pp. 169-183
Author(s):  
Ahmet Erdem ◽  
Fuad Bakioğlu
Keyword(s):  
Gender Roles ◽  
Dating Violence ◽  
Structural Equation ◽  
Moral Disengagement ◽  
Relevant Literature ◽  
Equation Model ◽  
Equation Modeling ◽  
Mediator Role ◽  
The Relationship

The aim of this study was to investigate the mediator role of moral disengagement in the relationship between gender roles and dating violence. Participants were 425 university students [310 (72.9%) female, 115 (27.1%) male, Mage = 20.68 years, SD = 2.21] who completed questionnaires package involving the Gender Roles Attitudes Scale, the Attitudes toward Dating Violence Scales, and the Moral Disengagement Scale. The data were analyzed using structural equation modeling. A bootstrapping analysis was conducted in order to determine any indirect effects. The results showed that gender roles predicted moral disengagement and dating violence negatively, and that moral disengagement predicted dating violence positively. It was further found that the structural equation model that proposed that gender roles had a direct and an indirect effect through moral disengagement on dating violence was confirmed. The results of the study were discussed in the light of relevant literature, and suggestions for future studies were made.

Improving performance through leaders' forgiveness: the mediating role of radical innovation

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Emilio Domínguez-Escrig ◽  
Francisco Fermín Mallén Broch ◽  
Ricardo Chiva Gómez ◽  
Rafael Lapiedra Alcamí
Keyword(s):  
Organizational Performance ◽  
Explanatory Variable ◽  
Radical Innovation ◽  
Structural Equations ◽  
Content Type ◽  
Mediating Role ◽  
Firm Turnover ◽  
The Relationship ◽  
Practical Implications

PurposeThe objective of this study is to analyze the relationship between leaders' forgiveness and organizational performance using radical innovation as an explanatory variable.Design/methodology/approachThe study was conducted in a sample frame of 11,594 Spanish companies. A total of 600 valid questionnaires were obtained. The structural equations were used to validate the proposed hypotheses.FindingsResults confirmed the hypotheses proposed in the model: the authors provided, through structural equations, empirical evidence of the relationship between leaders' forgiveness and organizational performance, mediated by radical innovation. Leaders' forgiveness promotes radical innovation and, in turn, performance.Research limitations/implicationsThe sample of companies is heterogeneous in terms of firm turnover, size and age. The study is focused on radical innovation.Practical implicationsThe present study may help to develop more humane policies to manage human resources, by taking into account employees' feelings and needs.Originality/valueThe business field is closer to competitive values and has traditionally underestimated the importance of leaders' forgiveness. This is one of the few studies that empirically analyze the consequences of leaders' forgiveness within organizations.

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