Relationship Quality and Customer Demographics in Indian Retail

2019 ◽  
pp. 106-127 ◽  
Author(s):  
Ekta Duggal ◽  
Harsh V. Verma
Keyword(s):  
Relationship Quality ◽  
Service Industries ◽  
Customer Relationships ◽  
Relative Importance ◽  
Demographic Groups ◽  
Customer Interaction ◽  
Long Run ◽  
Quality Scale ◽  
Retail Business

Service industries are becoming highly contested markets in India. This has shifted the focus of players towards quality and relationship quality. Building lasting customer relationships is the only way to sustain in the long run. Accordingly, quality in different forms needs to be articulated and deconstructed. The complexity of services makes it difficult for firms to satisfy and retain customers. Relationship quality is driven by trust, commitment, and satisfaction. The chapter sought to validate the retail relationship quality scale in Indian context. The components defining relationship quality were investigated to determine their relative importance across different customer groups. It was found that satisfaction with the employees is the most valued aspect across select demographic groups. This reinforces the role of employees in producing outcomes that are likely to bind customers with the service firm. Operationally, it implies that employee-customer interaction is important in managing retail business.

The Role of Relational Mediators in the CRM-Performance Link

2013 ◽  
Vol 4 (2) ◽  
pp. 21-35
Author(s):  
Chandrasekaran Padmavathy
Keyword(s):  
Relationship Quality ◽  
Integrated Model ◽  
Customer Relationships ◽  
Relationship Development ◽  
Relationship Maintenance ◽  
Mediating Role ◽  
Bank Managers ◽  
The Relationship ◽  
Positive Effect

CRM literature has considered the role of relationship quality (satisfaction, trust and commitment), but its respective effects on relationship maintenance (retention) and relationship development (cross-buying) are unnoticed. This research proposes an integrated model of CRM and investigates its impact on relationship quality, relationship maintenance, and relationship development. Specifically, it examines the effect of CRM on satisfaction, trust, retention and cross-buying. The results indicate significant and positive effect of CRM on satisfaction; satisfaction has a positive effect on trust, retention and cross-buying, and trust positively influences retention. Satisfaction plays a mediating role in the relationship between CRM and its outcomes. The results imply bank managers to focus on satisfying customers primarily to maintain and develop customer relationships.

The Role of Relational Mediators in the CRM-Performance Link

2014 ◽  
pp. 932-947
Author(s):  
Chandrasekaran Padmavathy
Keyword(s):  
Relationship Quality ◽  
Integrated Model ◽  
Customer Relationships ◽  
Relationship Development ◽  
Relationship Maintenance ◽  
Mediating Role ◽  
Bank Managers ◽  
The Relationship ◽  
Positive Effect

CRM literature has considered the role of relationship quality (satisfaction, trust and commitment), but its respective effects on relationship maintenance (retention) and relationship development (cross-buying) are unnoticed. This research proposes an integrated model of CRM and investigates its impact on relationship quality, relationship maintenance, and relationship development. Specifically, it examines the effect of CRM on satisfaction, trust, retention and cross-buying. The results indicate significant and positive effect of CRM on satisfaction; satisfaction has a positive effect on trust, retention and cross-buying, and trust positively influences retention. Satisfaction plays a mediating role in the relationship between CRM and its outcomes. The results imply bank managers to focus on satisfying customers primarily to maintain and develop customer relationships.

The Impact of Customer Experience and Relationship Quality on Corporate Reputation in the Hotel Sector

2021 ◽  
Vol 12 (2) ◽  
pp. 53-79
Author(s):  
Elsayed Sobhy Ahmed Mohamed
Keyword(s):  
Relationship Quality ◽  
Corporate Reputation ◽  
Customer Experience ◽  
Mediating Role ◽  
Long Run ◽  
Hotel Sector ◽  
Positive Direct ◽  
Makkah City ◽  
The Impact

Given the intensive competition in the hospitality industry, customer experience has become a vital concern for the hotel sector. This study examines to what extent customer experience (CE) impacts corporate reputation (CR) through the mediating role of relationship quality (RQ). The authors put forward and test a theoretical framework of direct effects of CE on CR and for RQ on CR. Moreover, the research model examined the indirect effects of CE on CR via RQ. Hypothetically, CE together with RQ is likely to influence CR. Empirical results based on a sample of 377 guests from hotels in Makkah city in KSA demonstrated that CE has a positive direct impact on RQ and positive indirect effect on CR which support the hypotheses. Results also indicate that CE provides a foundation for RQ and CR. Thus, they conjecture that CE and RQ enhance CR. Accordingly, they encourage KSA hotel sector to cultivate their CE for harnessing their RQ in order to boost CR in the long run.

The Problem of Identifying and Modeling the Relationship between Monetary Factor and Inflation in the Russian Economy

2008 ◽  
pp. 61-76
Author(s):  
A. Porshakov ◽  
A. Ponomarenko
Keyword(s):  
Money Supply ◽  
Money Demand ◽  
Russian Economy ◽  
Long Run ◽  
Complex Approach ◽  
Wide Range ◽  
Long Time ◽  
The Relationship ◽  
Supply Side Factors

The role of monetary factor in generating inflationary processes in Russia has stimulated various debates in social and scientific circles for a relatively long time. The authors show that identification of the specificity of relationship between money and inflation requires a complex approach based on statistical modeling and involving a wide range of indicators relevant for the price changes in the economy. As a result a model of inflation for Russia implying the decomposition of inflation dynamics into demand-side and supply-side factors is suggested. The main conclusion drawn is that during the recent years the volume of inflationary pressures in the Russian economy has been determined by the deviation of money supply from money demand, rather than by money supply alone. At the same time, monetary factor has a long-run spread over time impact on inflation.

The Role of Technological Change in the Long-run Global Economy Forecasting

2013 ◽  
pp. 97-116 ◽  
Author(s):  
A. Apokin
Keyword(s):  
Technological Change ◽  
Data Quality ◽  
Long Range ◽  
Global Economy ◽  
World Economy ◽  
Qualitative Approaches ◽  
Long Run ◽  
The World ◽  
National Economies

The author compares several quantitative and qualitative approaches to forecasting to find appropriate methods to incorporate technological change in long-range forecasts of the world economy. A?number of long-run forecasts (with horizons over 10 years) for the world economy and national economies is reviewed to outline advantages and drawbacks for different ways to account for technological change. Various approaches based on their sensitivity to data quality and robustness to model misspecifications are compared and recommendations are offered on the choice of appropriate technique in long-run forecasts of the world economy in the presence of technological change.

Population Control (Review Article)

1961 ◽  
Vol 1 (3) ◽  
pp. 89-98
Author(s):  
Karol J. Krotki
Keyword(s):  
Population Control ◽  
Review Article ◽  
Small Enterprise ◽  
Opportunity Costs ◽  
Relative Importance ◽  
Factual Information ◽  
Undue Influence ◽  
Clear Cut ◽  
Economic Considerations

Discussions about the role of small enterprise in economic development tend to remain inconclusive partly because of the difficulty of assessing the relative importance of economic and non-economic objectives and partly because of the dearth of factual information on which to base an economic calculus. It is probably true, moreover, that, because of a lack of general agreement as to the economic case for or against small enterprise, non-economic considerations, including some merely romantic attitudes toward smallness and bigness, tend to exert an undue influence on public policies. There may, of course, be no clear-cut economic case. And noneconomic considerations should and will inevitably weigh significantly in policy decisions. If, however, some of the economic questions could be settled by more and better knowledge, these decisions could more accurately reflect the opportunity costs of pursuing non-economic objectives.

PLACE AND ROLE OF NON-ACADEMIC EDUCATION IN THE SUBJECT FIELD OF PHILOSOPHY OF EDUCATION

2020 ◽  
pp. 44-54
Author(s):  
Galyna Zhukova
Keyword(s):  
Philosophy Of Education ◽  
Academic Education ◽  
Educational Activities ◽  
Subject Field ◽  
Demographic Groups ◽  
Existing Structures ◽  
Academic System ◽  
The Subject

Growing problem of inconsistency of the academic system of education with the new needs of society and individual, lack of existing structures of education contribute to the emergence of a different approach for the organization of educational activities, which is non-academic. As a philosophical phenomenon, it fully complies with the students' diverse interests and possibilities. Nonacademic education functions outside the academic education, free from strict rules and regulations, it focuses on specific educational requests of different social, professional, demographic groups.

Literalism and Moral Status

2018 ◽  
Author(s):  
Carrie Figdor
Keyword(s):  
Moral Status ◽  
Moral Standing ◽  
Short Term ◽  
Long Run ◽  
Moral Boundaries ◽  
Psychological Capacities

Chapter 9 presents the idea that Literalism undermines current social and moral boundaries for moral status. Possession of psychological capacities, moral standing, and respectful treatment are a standard package deal. So either many more beings enjoy moral status than we now think, or the relative superiority of human moral status over other beings is diminished. It introduces the role of psychological ascriptions in drawing social and moral boundaries by examining dehumanization and anthropomorphism. It argues that in the short term Literalism does not motivate us to do more than make minor adjustments to current moral boundaries. We can distinguish the kinds of psychological capacities that matter for moral status from the kinds that best divide nature at its joints. In the long run, however, Literalism prompts us to reconsider the anthropocentric standards that govern current moral boundaries.

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