scholarly journals The Role of Communication Justice and Assertive Communication in B2C Marketplace Post Recovery Satisfaction

2021 ◽  
Vol 04 (06) ◽  
Author(s):  
Prijono Tjiptoherijanto ◽  
Keyword(s):  
Structural Equation ◽  
Service Failure ◽  
Positive Influence ◽  
The Other ◽  
Equation Modeling ◽  
Repurchase Intention ◽  
Face To Face ◽  
Recovery Satisfaction ◽  
Positive Effect

The rapid growth of e-commerce, unfortunately, has not been supported by the improved services. Customers complaints have not been handled properly, due to the lack of non face-to-face communication. In the other hand, customers express their complaints in various ways, such as the assertive way. 317 respondents were collected as a sample of this research, who are B2C online customers in Indonesia, experienced service failure in the last 6 months, submitted a complaint and received a response. Structural Equation Modeling (SEM) was used to analyze. This study proved that there was a positive influence of communication justice on post-recovery satisfaction. However, assertive communication did not influence the post-recovery satisfaction. This research also proved that post-recovery satisfaction has a positive effect on online repurchase intention. This research is expected to contribute to marketing science, and practical contributions are given.

Analisis Peranan Kepuasan Dan Komitmen Sebagai Perantara Pengaruh Kualitas Jasa Tutorial Online Terhadap Loyalitas Mahasiswa

2018 ◽  
Vol 9 (2) ◽  
pp. 18-32
Author(s):  
Andy Mulyana ◽  
Devi Ayuni
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Positive Influence ◽  
Management Program ◽  
Equation Modeling ◽  
Online Tutorial ◽  
Student Loyalty ◽  
The Relationship ◽  
Positive Effect

This study aims to evaluate the role of satisfaction and commitment as mediating the effect of service quality on student loyalty as the user of Open University's Online Tutorial. Based on data analysis on student of Management program 229 as respondents with Structural Equation Modeling (SEM), this study found the relationship between: (1) positive influence of service quality to satisfaction and loyalty of students using tuton; (2) the positive effect of satisfaction on student loyalty using tuton; (3) satisfaction is a mediator between service quality and loyalty of students using tuton. Conversely, commitment has no positive effect on student loyalty as a tuton user. In addition, commitment does not mediates the effect of satisfaction on the loyalty of tuton users. Keywords: service quality, satisfaction, commitment, loyalty

scholarly journals A Study on Effects of Time Pressure Perceived by Users of Airport Duty-free Shop on Impulsive Purchasing Behavior and repurchase Intention

2017 ◽  
Vol 11 (1) ◽  
pp. 59
Author(s):  
Kang-Yeol Lee ◽  
Yu-Jin Choi ◽  
Jin-Woo Park
Keyword(s):  
Structural Equation Modeling ◽  
Questionnaire Survey ◽  
Structural Equation ◽  
Time Pressure ◽  
The Other ◽  
Analysis Time ◽  
Equation Modeling ◽  
Repurchase Intention ◽  
Purchasing Behavior ◽  
Positive Effect

The purpose of this research is to analyze the effects of time pressure perceived by users of the airport duty-free shop on impulsive purchasing behavior, satisfaction, and repurchase intention. For the purpose, we have carried out a questionnaire survey with users of the duty-free shop at the Incheon International Airport who are waiting to get on-board after purchasing duty-free goods at the airport duty-free shop as target. A total of 203 questionnaires were analyzed using structural equation modeling. As a result of the analysis, time pressure turned out to have a significant effect on impulsive purchasing behavior and repurchase intention, and satisfaction turned out to have a positive effect on repurchase intention. On the other hand, the effect of impulsive purchasing behavior on satisfaction and repurchase intention turned out to be insignificant statistically.

scholarly journals PENDEKATAN PSIKOLOGIS DALAM MENDAPATKAN KEPERCAYAAN KONSUMEN DARI KEGAGALAN PELAYANAN

2021 ◽  
Vol 23 (1) ◽  
pp. 75-92
Author(s):  
WAODE MARATUN SHALEHA ◽  
AL ASY ARI ADNAN HAKIM ◽  
SELVI DILIYANTI RIZKI
Keyword(s):  
Structural Equation ◽  
Positive Emotions ◽  
Negative Emotion ◽  
Sampling Technique ◽  
Positive Influence ◽  
Equation Modeling ◽  
Repurchase Intention ◽  
Perceived Justice ◽  
Negative Effect ◽  
Positive Effect

The purpose of this study was to determine the effect of Value Co-cration on Perceived Justice, to determine the effect of Service Recovery on Perceived Justice, to determine the effect of Perceived Justice on Emotions and to determine the effect of Emotions on Repurchase Intentios. The sampling technique in this research is judgmental sample. This research was conducted for three months by distributing questionnaires via google form. The number of samples in this study were 300 respondents. The analytical tool used is SEM (Structural Equation Modeling). The results of this study are Utilitarian Value has a positive effect on Perceived Justice. Hedonic value has a negative effect on perceived justice, Making an Apology has a positive influence on perceived justice, Problem Solving has a positive influence on perceived justice, Being Courteous has a positive influence on perceived justice, Providing an explanation has a positive influence on perceived justice, Prompt Handling has Positive influence on the variable Perceived Justice, Perceived Justice has a negative effect on Negative Emotion, Perceived justice has a positive effect on positive emotions, Negative Emotion has a positive effect on Repurchase Intention and Positive Emotion has a positive effect on Repurchase Intention.

THE ROLE OF LOYALTY DIMENSIONS IN CUSTOMER ORIENTATION PROCESS FOR NEW ENTERPRISES IN TOURISM INDUSTRIES OF IRAN

2012 ◽  
Vol 01 (06) ◽  
pp. 143-151
Author(s):  
Mohammad Taleghani ◽  
Esmaeil Rajabi Choobeh ◽  
Seyyed Javad Mousavian
Keyword(s):  
Structural Equation ◽  
Online Shopping ◽  
Customer Orientation ◽  
The Other ◽  
Equation Modeling ◽  
Orientation Process ◽  
External Variables ◽  
Tourism Services ◽  
Positive Effect

Many of tourism companies use internet websites as an important tool for marketing and sale of products or offering their services. To offer tourism services through internet successfully, it must be highly reliable and safe. The aim of this research is to study on effective factors on trust, satisfaction and loyalty of customers. In this research one structural equation modeling method has been used that investigate on relationships between external variables (efficiency and usability of transportation and transfer of products, security and transaction costs) and mediator and effective variables (trust and satisfaction) and also loyalty which are as a dependent variable. The results show that efficiency and high capability for transportation, transfer, expenses and security has a positive effect on the rate of trust in customers, which on the other hand, has affected loyalty of the customer as well. These results and findings show that satisfaction of the customers affects their trust which will have a significant role in formation of loyalty in customers and continuity of online shopping of tourism products and services.

Examining the impact of locus and justice perception on B2B service recovery

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Bengü Sevil Oflaç ◽  
Ursula Y. Sullivan ◽  
Zeynep Kaya Aslan
Keyword(s):  
Structural Equation ◽  
Service Failure ◽  
Recovery Process ◽  
Equation Modeling ◽  
Repurchase Intention ◽  
Content Type ◽  
Recovery Satisfaction ◽  
Justice Perceptions ◽  
Business Customers ◽  
The Impact

Purpose This paper aims to examine the relationships between locus of attribution, recovery justice perceptions, recovery satisfaction and repurchase intention after a B2B service failure. Design/methodology/approach Structural equation modeling was used to analyze 300 customer surveys from hospitality businesses. The connections between the selected variables were explored through path analysis using AMOS 24. Findings Based on the results, the more that business customers blame their wholesalers after a service failure, the less they perceive the procedures in the recovery process as fair. Findings also indicate that in the recovery process, interactional connections through fair treatment and inclusion of customer opinions are important to achieve high recovery satisfaction levels. Moreover, if business customers perceive the monetary compensation provided as fair, their recovery satisfaction increases, and recovery satisfaction then helps to retain these business customers after a service failure. Research limitations/implications Starting from the locus of blame, this study highlights the after-failure calculation that business customers make in considering their recovery justice perceptions and the resulting satisfaction level. Practical implications The findings have relevance for B2B relationships. This study provides practical processes for failure and recovery management in B2B settings, especially for wholesale providers who function as resellers rather than as manufacturers. Originality/value The contributions from this study are largely due to examining B2B service failure and recovery as a process that starts at the pre-recovery stage with the locus of attribution followed by recovery justice perceptions. Whereas other studies have focused more on justice perceptions, the authors go back a step in the recovery process to better understand the antecedents of repurchase intention in B2B transactions.

Impulsivity and Aggression: A Meta-analysis Using the UPPS Model of Impulsivity

2019 ◽  
Author(s):  
Konrad Bresin
Keyword(s):  
Structural Equation Modeling ◽  
Sensation Seeking ◽  
Structural Equation ◽  
Meta Analysis ◽  
The Other ◽  
Equation Modeling ◽  
Negative Urgency ◽  
Two Stage ◽  
Trait Impulsivity

Trait impulsivity has long been proposed to play a role in aggression, but the results across studies have been mixed. One possible explanation for the mixed results is that impulsivity is a multifaceted construct and some, but not all, facets are related to aggression. The goal of the current meta-analysis was to determine the relation between the different facets of impulsivity (i.e., negative urgency, positive urgency, lack of premeditation, lack of perseverance, and sensation seeking) and aggression. The results from 93 papers with 105 unique samples (N = 36, 215) showed significant and small-to-medium correlations between each facet of impulsivity and aggression across several different forms of aggression, with more impulsivity being associated with more aggression. Moreover, negative urgency (r = .24, 95% [.18, .29]), positive urgency (r = .34, 95% [.19, .44]), and lack of premeditation (r = .23, 95% [.20, .26]) had significantly stronger associations with aggression than the other scales (rs < .18). Two-stage meta-analytic structural equation modeling showed that these effects were not due to overlap among facets of impulsivity. These results help advance the field of aggression research by clarifying the role of impulsivity and may be of interest to researchers and practitioners in several disciplines.

Analisa Pengaruh Professionalism dan Rewards Terhadap Job Satisfaction Serta Implikasinya Pada Organizational Commitment; Telaah Pada Sopir Taksi Konvensional Bandara Soekarno-Hatta

2018 ◽  
Vol 9 (2) ◽  
pp. 1-17
Author(s):  
Aldo Winata
Keyword(s):  
Job Satisfaction ◽  
Organizational Commitment ◽  
Structural Equation ◽  
Sampling Technique ◽  
Positive Influence ◽  
Primary Data ◽  
Equation Modeling ◽  
Taxi Driver ◽  
Probability Method ◽  
Positive Effect

Jakarta is the place where the largest number of land transportation in Indonesia, according to Djarot in Kompas.com article, vehicles every day increased about 1500 units. And according to an article from Liputan 6, revenue from conventional taxi drivers dropped dramatically after the entry of online transport by 40-50% during 2016 due to the entry of online transport. Conventional taxi companies must immediately anticipate this phenomenon so that their human resources can survive in the company. The purpose of this research are first, to know is there a positive effect from professionalism factors to organizational commitment and job satisfaction. Second, to know job satisfaction factors have a positive effect to organizational commitment. And the last is to know is there a positive effect from rewards factors to job satisfaction and organizational commitment’s factors. This research uses descriptive method with non-probability method. Through judgmental sampling technique, primary data collection was obtained from questionnaire distribution to conventional taxi driver of Soekarno-Hatta Airport. The data has been collected and then obtained by using Structural Equation Modeling (SEM). The result of this research indicates that there is positive influence from professionalism to organizational commitment but the data do not support the hypothesis, there is positive influence from professionalism to job satisfaction, but there’s negative effect between job satisfaction and organizational commitment, there is positive relation of rewards to job satisfaction, Finally there is a positive effect of rewards on organizational commitment. Keywords: organizational commitment, professionalism, rewards, job satisfaction, ecommerce, conventional taxi driver.

scholarly journals Sustainable Orientation of Management Capability and Innovative Performance: The Mediating Effect of Knowledge Management

2020 ◽  
Vol 12 (4) ◽  
pp. 1366
Author(s):  
Julio C. Acosta-Prado ◽  
Oscar H. López-Montoya ◽  
Carlos Sanchís-Pedregosa ◽  
Ulpiano J. Vázquez-Martínez
Keyword(s):  
Knowledge Management ◽  
Structural Equation ◽  
Health Sector ◽  
Mediating Effect ◽  
Equation Modeling ◽  
Innovative Performance ◽  
Management Capability ◽  
The Relationship ◽  
Positive Effect

The literature suggests that innovation allows organizations to reach a desirable level of sustainability. There is evidence to support the role of knowledge management (KM) as well as management capability (MC) in producing a sustainable approach at organizations. Furthermore, organizations commonly achieve sustainable practices through corporate social responsibility (CSR). In particular, the health sector is increasingly implementing CSR strategies, although with a narrow understanding of the factors to success. Hence, trends lead to asymmetric growth between organizations. This study aims to examine the mediating role of KM in the relationship between MC and innovative performance (IP) in 331 Health Provider Institutions (HPIs). The research reflective model was assessed through Partial Least Squares Structural Equation Modeling (PLS-SEM). According to the results, MC has a positive effect on IP, MC has a positive effect on KM, and KM has a positive effect on IP. Likewise, KM significantly mediates the relationship between MC and IP. Our findings support the importance of KM in addressing MCs in HPIs as it enables innovative practices to address CSR goals to achieve a sustainable impact. Moreover, this study contributes by expanding KM to contexts that are not usually studied, such as health in a South American country.

Leader positive humor and employee creativity: The mediating role of work engagement

2021 ◽  
Vol 49 (7) ◽  
pp. 1-8
Author(s):  
Guodong Yang
Keyword(s):  
Structural Equation Modeling ◽  
Work Engagement ◽  
Structural Equation ◽  
Equation Modeling ◽  
Employee Creativity ◽  
Mediating Role ◽  
And Behavior ◽  
The Relationship ◽  
Positive Effect

Leader humor plays an important role in organizations because it affects employees' attitude and behavior. The positive effect of humor in organizations has been widely touted; however, research on the effect of leader humor on employee creativity is still rare. This study addressed how leader positive humor affects employee creativity and whether work engagement mediates this relationship. Data were collected from 233 supervisor–subordinate dyads in 23 Chinese hightech companies. Results of structural equation modeling indicate that leader positive humor was positively related to work engagement, and that work engagement was positively related to employee creativity. Additionally, work engagement mediated the relationship between leader positive humor and employee creativity. Thus, organizations should encourage managers to use positive humor to enhance employees' engagement at work, which will, in turn, lead to creative outcomes. This research extends understanding of the leader positive humor–employee creativity relationship.

The Effect of Big Data Analytic Capabilities Upon Bank Performance via FinTech Innovation

2021 ◽  
Vol 13 (4) ◽  
pp. 62-87
Author(s):  
Ahmed Al-Dmour ◽  
Rand H. Al-Dmour ◽  
Hani H. Al-Dmour ◽  
Eatadal Basheer Ahmadamin
Keyword(s):  
Big Data ◽  
United Arab Emirates ◽  
Structural Equation ◽  
Positive Influence ◽  
Equation Modeling ◽  
Bank Performance ◽  
Senior Managers ◽  
Mediating Role ◽  
The Impact

This study aims to examine and validate the impact of big data analytical capabilities (individual, organizational, and technological) on bank performance via the mediating role of Fintech innovation in commercial banks operating in the United Arab Emirates (UAE). Based on a literature review, resource-based theory, and financial innovation theory, an integrated conceptual framework was developed to guide the study. A quantitative survey approach was used, and the data was collected from 236 banks' senior managers (IT, financial, and marketers). Amos 21 structural equation modeling (SEM) was used to analyze and verify the study variables. The main findings revealed that big data analytical capabilities had a significant positive influence on bank performance. Fintech innovation acted as partial mediators in this relationship.

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