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 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.

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.

Modeling the Role of Service Quality, Customer Satisfaction and Customer Loyalty in Building Service Brand Equity

2019 ◽  
Vol 10 (2) ◽  
pp. 55-72 ◽  
Author(s):  
Hashim Zameer ◽  
Ying Wang ◽  
Humaira Yasmeen ◽  
Waqas Ahmed
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Brand Equity ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Service Sector ◽  
Service Industry ◽  
Equation Modeling ◽  
Service Brand ◽  
The Relationship

This study comprehends a framework for measuring strength of service brands in service industry of Pakistan using three fundamental pillars in building service brand equity i.e. service quality, customer satisfaction and customer loyalty. The results validated through the structural equation modeling (SEM) indicates the significance of customer loyalty that is contingent to satisfied customers. Moreover, in the context of service sector organizations, customer satisfaction is highly dependent on service quality. The mediation testing further indicates that customer satisfaction mediates and strengthens the relationship between service quality and customer loyalty, while, the latter fully mediates the relationship between customer satisfaction and service brand equity. Based upon the findings, this study develops a pyramid of building service brand equity. Finally, theoretical and managerial implications have been discussed.

scholarly journals Moderation Analysis

2021 ◽  
pp. 155-172
Author(s):  
Joseph F. Hair ◽  
G. Tomas M. Hult ◽  
Christian M. Ringle ◽  
Marko Sarstedt ◽  
Nicholas P. Danks ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Corporate Reputation ◽  
Switching Costs ◽  
Analysis Procedure ◽  
Moderation Analysis ◽  
Reputation Model ◽  
The Relationship

AbstractWhen moderation is present, the strength and even the direction of a relationship between two constructs depend on a third construct (i.e., the moderator). In other words, the strength of the relationship between two constructs changes as the levels of the moderator construct change. As an example, the relationship between customer satisfaction and customer loyalty may not be the same for all customers but may differ depending on moderators such as income, age, or switching costs. As such, moderation can (and should) be viewed as a means of accounting for heterogeneity in the data. In this chapter, we explain the moderation analysis procedure first. We then illustrate its application in PLS-SEM using the SEMinR package and the corporate reputation model example.

scholarly journals Study of the Mediating Role of Organizational Citizenship Behavior in the Relationship of Workplace Spirituality with Customer Loyalty and Service Quality in Saman Bank

2016 ◽  
Vol 10 (8) ◽  
pp. 243
Author(s):  
Mohammad Hossein Kiyanzad ◽  
Nader Sh. Kandelousi ◽  
Nader Sh. Kandelousi ◽  
Soheila Sardar ◽  
Soheila Sardar
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Organizational Citizenship ◽  
Customer Loyalty ◽  
Organizational Citizenship Behavior ◽  
Survey Methodology ◽  
Workplace Spirituality ◽  
Citizenship Behavior ◽  
Statistical Population ◽  
The Relationship

In today highly competitive banking industry, customer loyalty and customer satisfaction with banking services are among the important preconditions for survival and growth of banks. In this context, the relationship between customers and employees providing services is of significant importance and in general it can be said that frontline employees may attract customers and gain their satisfaction and loyalty by providing services beyond their role requirements. Present research aims to study the role played by workplace spirituality in organizational citizenship behavior, service quality and customer satisfaction. In present applied research, a survey methodology was employed and questionnaire copies were distributed to the sample derived from a statistical population comprising of all staff and customers of north Tehran branches of Saman Bank. Random stratified sampling procedure was used to obtain the appropriate sample for present study. As a result of it, 230 questionnaires (equal to the total number of employees) and 341 questionnaires (according to a sample based on Krejcie & Morgan table with an estimated statistical population of 3000) were respectively distributed to employees and customers. Structural equation modelling (SEM) and LISREL software were used to study the relationships. Research findings confirmed all hypothesized relationships between the studied concepts.

PENGARUH KUALITAS PRODUK DAN KUALITAS PELAYANAN TERHADAP PENINGKATAN KEPUASAN DAN LOYALITAS PELANGGAN PERUSAHAAN DAERAH AIR MINUM (PDAM) KOTA MAKASSAR

2019 ◽  
Vol 3 (2) ◽  
pp. 228-244 ◽  
Author(s):  
Muhammad Rezha Pahlawan ◽  
Nurlia Nurlia ◽  
Abdul Rahman Laba ◽  
Erlina Pakki ◽  
Hardiyono Hardiyono
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Customer Loyalty ◽  
Indirect Effects ◽  
Analysis Method ◽  
Water Company ◽  
The Relationship ◽  
Intervening Variables ◽  
Customer Satisfaction And Loyalty

This study aims to determine the effect of Product Quality and Service Quality on Increasing Customer Satisfaction and Loyalty in Makassar Municipal Water Company (PDAM) both directly and through intervening variables or indirect effects. This study uses a quantitative approach conducted with the aim to explain the position of the variables studied and the relationship between one variable with another variable. This research will explain the causal relationship between variables through hypothesis testing. In this study, the analysis method used is path analysis using the SmartPLS program. The results of this study found that directly the product quality had a positive and significant effect on customer satisfaction, service quality had a positive and significant effect on customer satisfaction, product quality had a positive and significant effect on customer loyalty, service quality had a positive and not significant effect on customer loyalty, customer satisfaction positive and significant effect on customer loyalty. The indirect effect of this research is product quality has a positive and significant effect on customer loyalty if mediated by customer satisfaction. Service quality also has a positive and significant effect on customer loyalty if mediated by customer satisfaction.

Sign in / Sign up

Export Citation Format

Share Document