Modern 3PL Services in China: The Role of Trust

2009 ◽  
Vol 10 (2) ◽  
pp. 103-135
Author(s):  
Paul Ghijsen ◽  
Janjaap Semeijn ◽  
Amy Wang
Keyword(s):  
Customer Service ◽  
Positive Influence ◽  
Customer Relationships ◽  
Service Performance ◽  
Customer Relationship ◽  
Social Connections ◽  
Mediating Role ◽  
Business Operations ◽  
Relationship Outcomes

The purpose of this research is to provide an understanding of the contemporary 3PL market in China. This study links trust, IT and 3 PL usage and customer relationships. Also, the importance of social connections in business operations is highlighted. The manuscript shows the influence of trust, IT and 3PL usage on customer service performance, and its consequence for satisfaction and loyalty. 3PL usage appears to have a positive influence on service performance. Furthermore, service performance improves the customer relationship outcomes, in terms of satisfaction and loyalty via trust. Trust seems to have a mediating role.

Understanding the Relationship Between Customer Satisfaction, Customer Engagement and Repeat Purchase Behaviour

2021 ◽  
pp. 097226292199259
Author(s):  
Devika Rani Sharma ◽  
Balgopal Singh
Keyword(s):  
Customer Satisfaction ◽  
Relationship Building ◽  
Customer Relationship ◽  
Mediation Effect ◽  
Customer Engagement ◽  
Mediating Role ◽  
Repeat Purchase ◽  
Building Activities ◽  
The Relationship

Emergence of technology has not only boosted the growth of customer engagement but has also paved way for customers to become active co-creators with the firms. Customer engagement activities are taking over the customer relationship building activities in the present scenario. Customers’ experience with a particular brand has its impact on satisfaction levels and their repurchasing intention in future as well. According to Rosetta Consulting report an engaged customer is likely to buy 90% more frequently and may spend 300% more than other customers. Hence, the present has tried to understand the mediating role of satisfaction on customer engagement in retaining the customers or persuading the customers to repurchase. The results show that there exists a significant mediation effect of customer satisfaction in influencing their repeat purchase behaviour.

scholarly journals How Does Metro Maintenance Staff’s Risk Perception Influence Safety Citizenship Behavior—The Mediating Role of Safety Attitude

2021 ◽  
Vol 18 (10) ◽  
pp. 5466
Author(s):  
Huaiyuan Zhai ◽  
Mengjie Li ◽  
Shengyue Hao ◽  
Mingli Chen ◽  
Lingchen Kong
Keyword(s):  
New York ◽  
Risk Perception ◽  
Positive Influence ◽  
Attitude Scale ◽  
Citizenship Behavior ◽  
Accident Rate ◽  
Human Errors ◽  
Mediating Role ◽  
Safety Attitude

The accident rate is high in subway maintenance work, and most of the accidents are caused by human factors, especially the lack of sensitivity to risk perception, the lack of rigorous attitude towards safety and the lack of safe citizenship behavior (SCB). Therefore, it is very important to study the risk perception (RP), safety attitude (SA) and SCB of metro maintenance staff in order to reduce the accident rate. In order to reduce human errors and accidents, this study analyzed the influence of metro maintenance staff’s RP on their SCB and the mediating role of SA. Based on previous studies, this paper uses the risk perception scale, safety attitude scale and safety citizenship behavior scale as research tools. A survey was administered at the Subway Company, and altogether 268 valid questionnaires were used, and the data were analyzed by SPSS19.0 (IBM, Armonk, NY, USA) and AMOS 24.0 (IBM, Armonk, New York, NY, USA). The result reveals that SA plays a complete mediating role between metro maintenance staff’s RP and their SCB; and SA has a positive influence on SCB; RP has a positive influence on SA; and SA positively predicts SCB.

Does transformational leadership always matter in frontline service roles?

2018 ◽  
Vol 28 (6) ◽  
pp. 733-751 ◽  
Author(s):  
Keo Mony Sok ◽  
Phyra Sok ◽  
Lan Snell ◽  
Pingping Qiu
Keyword(s):  
Customer Service ◽  
Service Performance ◽  
Hierarchical Regression ◽  
Content Type ◽  
Service Employees ◽  
High Level ◽  
Frontline Service Employees ◽  
The Relationship ◽  
Frontline Service

Purpose The purpose of this paper is to examine the role of frontline service employees (FSEs) motivation (enjoyment of work and driven to work) and ability (customer service ability) in the relationship between TFL and employee service performance. Design/methodology/approach This is a survey-based study which involves 534 FSEs and 135 supervisors in a hair salon setting. Hierarchical regression analysis was used to test the proposed hypotheses. Findings Results show that TFL is significantly related to employee service performance; this relationship is enhanced with the presence of driven to work; yet, it is neutralized with the presence of enjoyment of work. Further, the three-way interaction of TFL, enjoyment of work and customer service ability as well as TFL driven to work, and customer service ability are negatively associated with employee service performance. Practical implications The results advance service managers’ understanding of the importance of FSEs motivation and ability if they are to fully reap the benefits from their FSEs. The role of leader is not always effective in all situations. FSEs with high level of enjoyment of work and customer service ability would least rely on the guidance and support from the supervisors. Originality/value This research is one of the first to examine the role of subordinate’s characteristics (motivation – enjoyment of work and driven to work and ability – customer service ability) as the key moderators in the relationship between TFL and employee service performance.

Gain without pay causes lazybones’ loss

2018 ◽  
Vol 12 (3) ◽  
pp. 634-657 ◽  
Author(s):  
Wen Wu ◽  
Jingli Liu ◽  
Xiaopu Shang
Keyword(s):  
Customer Service ◽  
Two Dimensions ◽  
Service Performance ◽  
Social Loafing ◽  
Content Type ◽  
Extant Literature ◽  
Mediating Role ◽  
Informal Relationship ◽  
Processing Theory ◽  
Member Exchange

Purpose Building on social informational processing theory, the purpose of this paper is to develop and test a theoretical model of moderated mediation in which social loafing tendency serves as an intervening mechanism that explains associations among two dimensions of leader–member relationships (formal and informal relationships, namely, leader–member exchange and leader–member guanxi) and customer service performance. Design/methodology/approach The authors designed a field study to test the hypotheses presented in this paper. A survey of 304 supervisor–employee pairs and matched customers generally provide support for this model. Findings The authors found that social loafing tendency played a mediating role between leader–member relationships and customer service performance. Co-worker service-oriented OCB moderated the positive relationship between leader–member guanxi and loafing tendency. Research limitations/implications More samples should be collected from both private and state-owned company. Both the informal and formal leader–member relationships should be unanimously included in examining how the leader–member relationships influence focal employee’s attitude and behavior, particularly in societies where the informal relationship plays noticeable role. Practical implications Managers should properly deal with formal and informal relationship with subordinates. Originality/value The influence of leader–member guanxi on employees and organization is controversial in extant literature. In some sense, this finding contributes to extant literature by further clarifying the influence of guanxi on the focal employee’s performance.

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.

scholarly journals Mindfulness and Romantic Relationship Outcomes: the Mediating Role of Conflict Resolution Styles and Closeness

Mindfulness ◽  
2020 ◽  
Vol 11 (10) ◽  
pp. 2314-2324 ◽  
Author(s):  
Nathalie Gesell ◽  
Frank Niklas ◽  
Sandra Schmiedeler ◽  
Robin Segerer
Keyword(s):  
Conflict Resolution ◽  
Romantic Relationship ◽  
Mediating Role ◽  
Conflict Resolution Styles ◽  
Relationship Outcomes

“Ownership structure and firm performance: the mediating role of board characteristics”

2020 ◽  
Vol 20 (4) ◽  
pp. 719-737 ◽  
Author(s):  
Md Mamunur Rashid
Keyword(s):  
Firm Performance ◽  
Ownership Structure ◽  
Indirect Effect ◽  
Positive Influence ◽  
Board Independence ◽  
Content Type ◽  
Board Characteristics ◽  
Mediating Role ◽  
The Relationship

Purpose The purpose of this study is to examine the mediating role of corporate board characteristics in the relationship between ownership structure and firm performance in the listed public limited companies of Bangladesh. Design/methodology/approach The study analyzed 527 annual reports of listed companies in Bangladesh for the years 2015-2017. The direct and indirect effect of ownership structure on firm performance was examined using AMOS 23. Baron and Kenny’s (1986) four steps procedure was used to establish the mediating role of board characteristics. Findings The results demonstrated that foreign ownership and director ownership have significant positive influence on both accounting and market based firm’s performance, while institutional ownership exhibits positive influence only on accounting-based performance (return on assets). With respect to mediating effect, the results show that board size and board independence partially mediate the relationship between ownership structure and firm performance. Research limitations/implications The major limitation of the study is that it focuses only on three years data in examining the hypothesized relationship among the variables. Practical implications Investors, regulators and managers can get evocative insights, particularly who seek to improve their company’s performance in the capital market through restructuring their ownership structure and board composition. Originality/value The study focuses on both direct and indirect effect of ownership structure on firm performance in the context of an emerging and developing economy. In examining the indirect effect, the study uses board size and board independence as the mediating variables.

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