scholarly journals Perceived Value, Social Bond, and Switching Cost as Antecedents and Predictors of Customer Loyalty in the B2B Chemical Industry Context: A Literature Review

2018 ◽  
Vol 10 (4) ◽  
pp. 124 ◽  
Author(s):  
Andreas Samudro ◽  
Ujang Sumarwan ◽  
Eva Z . Yusuf ◽  
Megawati Simanjuntak
Keyword(s):  
Literature Review ◽  
Customer Loyalty ◽  
Switching Costs ◽  
Interpersonal Relationship ◽  
Economic Value ◽  
Perceived Value ◽  
Switching Cost ◽  
Social Bond ◽  
Business Practices ◽  
Sustainable Business

Industries have been emphasizing customer loyalty to ensure business sustainability. A lot of constructs influence customer loyalty, and this paper focuses on perceived value, social bond, and switching cost. What is actually behind customer’s retention with the firms becomes exciting topics to be explored since firms will employ the best strategy to retain customers, either through offering superior value, investing in a relationship, or in setting up switching costs. This study is designed to develop integrative constructs of customer loyalty and investigates their antecedents using the literature review method. Perceived value tends to be evaluated from an economic benefit perspective since this paper refers to some business practices in chemical industries that concern cost. Purposely, to achieve this economic value, both firms and customers need to work closely, transparently, and cooperatively since the beginning; hence, it needs an interpersonal relationship between parties. With more transferred information from the customer and more transparent communication, firms will be able to identify the customer’s need and deliver tailored superior value. This literature review finds that excellent value and the social bond become financial and relational switching costs for the customer. By understanding antecedents of loyalty, a firm can develop a social bond, superior value, and set up switching costs to create loyalty and build a sustainable business relationship.

Mobile communications: a comprehensive hierarchical modelling approach

2014 ◽  
Vol 26 (1) ◽  
pp. 114-146 ◽  
Author(s):  
Michael Daniel Clemes ◽  
Xin Shu ◽  
Christopher Gan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Mobile Communications ◽  
Switching Costs ◽  
Important Determinant ◽  
Perceived Value ◽  
Corporate Image ◽  
Content Type ◽  
Customer Perceived Value

Purpose – Global mobile communication is one of the most dynamic and important service markets. Several researchers suggest using a theoretical approach to develop a much deeper insight into key marketing constructs such as service quality, customer perceived value, customer satisfaction, perceived switching costs, corporate image, and customer loyalty is of vital importance to the mobile communications market. This study aims to develop and test a comprehensive hierarchical model of these six important constructs. The model also incorporates the retailing function of a major mobile communication provider. Design/methodology/approach – The research sample of 516 was drawn from customers of one of the largest mobile communications service providers in China. The data were analysed using exploratory factor analysis, confirmatory factor analysis and structural equation modelling. Findings – The results of the study support using a hierarchical and multidimensional approach for conceptualising and measuring customers' perceptions of service quality in the mobile communications market. In addition, the findings illustrate that service quality is an important determinant of customer perceived value, customer satisfaction, corporate image, and perceived switching costs. Customer perceived value is also an antecedent of customer satisfaction. Corporate image, customer satisfaction, and perceived switching costs are three key drivers of customer loyalty. However, the findings also indicate that corporate image is not an important determinant of customer satisfaction and that customer perceived value is not a key driver of customer loyalty. Originality/value – This is the first paper that has developed and tested a comprehensive hierarchical model of the mobile communications market.

Responsible entrepreneurship: outlining the contingencies

2019 ◽  
Vol 25 (3) ◽  
pp. 538-553 ◽  
Author(s):  
Christine Vallaster ◽  
Sascha Kraus ◽  
Norbert Kailer ◽  
Brooke Baldwin
Keyword(s):  
Sustainable Development ◽  
Literature Review ◽  
Value Creation ◽  
Business Models ◽  
Responsible Innovation ◽  
Future Research ◽  
Business Practices ◽  
Sustainable Business ◽  
Society Business ◽  
Content Type

PurposeThe purpose of this paper is to give an up-to-date assessment of key topics and methods discussed in the current literature on responsible entrepreneurship. In the past years, sustainable development itself has become a more popular and important topic in the academic literature and hence the field of sustainable entrepreneurship has become a greater topic of interest and opportunity for solution. Therefore, a systematic literature review is conducted to assess new contributions to the field and its potential for the future of sustainable development, with a focus on responsible innovation.Design/methodology/approachSystematic, evidence-informed literature review following Tranfieldet al.(2003).FindingsBased on a conceptual literature review, five streams of research that responsible entrepreneurs distinguish from purely for-profit entrepreneurs are identified and discussed: walking the line between profit creation and value creation for society; business models of responsible entrepreneurs; their role in transforming society; getting ready to innovate responsibly; and the role of market incentives to foster sustainable business practices.Originality/valueThe structured literature review allows to identify future research paths. In detail, ideas as regards the management of upcoming tensions when trying to combine profit creation and value creation for society, and finally, the way innovation processes need to be rethought when innovating responsibly are discussed and outlined.

Strategic Planning and Sustainable Innovation During the COVID-19 Pandemic: A Literature Review

2021 ◽  
Vol 7 (5) ◽  
pp. 52-59
Author(s):  
Moses Waiganjo ◽  
Danijela Godinic ◽  
Obrenovic Bojan
Keyword(s):  
Literature Review ◽  
Crisis Management ◽  
Cost Effective ◽  
Economic Downturn ◽  
Business Practices ◽  
Multiple Perspectives ◽  
Sustainable Business ◽  
Market Segments ◽  
Content Relevance ◽  
The Subject

The COVID-19 crisis posed an opportunity for entering new avenues and market segments for large and financially viable enterprises, whilst SMEs lacking resources for such maneuver required cost-effective and quick-fix solutions. In this literature review, we reflect on the drivers of sustainable development of SMEs compared to their larger counterparts during major disasters. We have analyzed prior studies drawing from the concept of “sustainability“ during COVID-19, published between 2020-2021, as well as relevant studies from the domains of crisis management, sustainability, enterprise sustainability, digitisation effects on sustainability, sustainable business practices. Each research was screened to check for the content relevance to the subject matter. The paper suggests that radical sustaining innovation in service delivery combined with diversification could be fostered to mitigate risks and ensure SMEs survival in times of economic downturn. The paper adds to the existing body of organizational knowledge on entrepreneurial sustainability deriving from multiple perspectives on the subject. The conceptual framework developed in this article was designed to provide pragmatic recommendations for SME owners, entrepreneurs, managers and academicians. We find that there are grounds for SMEs to concentrate on innovating in the context of products and services that are considered revenue-generating for same-industry large enterprises, considering this strategy allows SMEs to align their interests and engage in cooperation with competition.

scholarly journals Enhancing customer loyalty: critical switching cost factors

2016 ◽  
Vol 27 (2) ◽  
Author(s):  
Dahlia El-Manstrly
Keyword(s):  
Customer Loyalty ◽  
Structural Equation ◽  
Design Methodology ◽  
Switching Costs ◽  
Perceived Value ◽  
Service Industries ◽  
Moderator Effect ◽  
Customer Perceived Value ◽  
Moderator Effects ◽  
Practical Implications

Purpose This paper aims to simultaneously examine the moderator effects of switching costs, classified by type (relational, procedural and financial) and direction (positive and negative), on the relationships between customer-perceived value, trust and loyalty. Design/methodology/approach This study reports on quantitative data from a survey of two service contexts which vary in their degree of customer-employee contact and customization. Three hundred and sixty usable questionnaires were collected, and the data was analysed using multi-group structural equation modelling. Findings The results demonstrate that switching costs moderate, in different ways, the relationships between customer loyalty, trust and perceived value. Moreover, the strength of the moderator effects vary according to service type. Research limitations/implications This study provides new insight into understanding the moderating role of switching costs thus, reduces inconsistencies about the direction and the strength of the moderator effect of switching costs in loyalty frameworks. Practical implications This study helps managers choose the most effective loyalty strategy for specific service industries and perceptions of switching costs, and to look beyond their service boundaries in order to cross-fertilize strategies for handling switching costs. Originality/value No empirical study to date has simultaneously examined the moderator effect of switching costs classified by type and direction on the relationships between customer-perceived value, trust and customer loyalty across two different service contexts in a single framework.

scholarly journals Switching Cost to Customer Loyalty: Operation and Business Relationship

2016 ◽  
Vol 5 (1) ◽  
pp. 35
Author(s):  
Puji Setyawan E. Putranto
Keyword(s):  
Customer Loyalty ◽  
Value Creation ◽  
Switching Costs ◽  
Perceived Value ◽  
Business Relationship ◽  
Moderating Effects ◽  
Binding Factor ◽  
Business Customers ◽  
Business To Business ◽  
Seller Relationship

Many business customers to day consolidate their supply basis and implementing preferred supplier programs. Consequently suppliers forced to gain a key supplier status from their customers where as a collaborative buyer-seller relationship represents a source of competitive advance. The vendors sometimes in flict switching costs on their customers, to prevent them from defecting to new suppliers. In a competitive setting where competition dominated by a price war, the potential switching costs might be an exit barrier and a binding factor of customer loyalty. ln efforts to address that issue this research examines the moderating effects of switching costs on customer loyalty through both satisfaction and perceived-value measures. The research investigates opporlunities for differentiation through value creation in business to business (B2B) relationship.

scholarly journals The Role of Mediating Islamic Personality and Value Satisfaction on the Effect of Relationship Marketing on Customer Loyalty

2020 ◽  
Vol 2 (2) ◽  
pp. 107
Author(s):  
Bambang Widarno
Keyword(s):  
Literature Review ◽  
Relationship Marketing ◽  
Customer Loyalty ◽  
Consumer Satisfaction ◽  
Customer Value ◽  
Perceived Value ◽  
Mediating Effect ◽  
Consumer Loyalty ◽  
Marketing Effectiveness

<p>The study of consumer loyalty to a product is an essential topic for academics and practice. There is not much empirical research on the effect of marketing on allegiance, based on the literature review; it has produced propositions that determine consumer loyalty in a product that is influenced by marketing effectiveness. This study uses a qualitative approach to using literature studies. Based on a literature review, it produces propositions that determine consumer loyalty in a product that is influenced by marketing effectiveness. Besides, there is a mediating effect of Islamic personality and consumer perceived value satisfaction. This study also links value satisfaction and customer value loyalty. Islamic personality is a mediating variable. This study also discusses the combination of perceived value and consumer satisfaction into value satisfaction.</p>

scholarly journals Examining Paid Mobile Application Customer Loyalty: The Moderating Effect of Switching Costs

2016 ◽  
Vol 6 (2) ◽  
pp. 100 ◽  
Author(s):  
Wen-Tsung Wu ◽  
Chie-Bein Chen ◽  
Chiao-Chen Chang
Keyword(s):  
Customer Loyalty ◽  
Mobile Applications ◽  
Mobile Application ◽  
Switching Costs ◽  
Critical Role ◽  
Perceived Value ◽  
Moderating Effect ◽  
A Value ◽  
Application Industry ◽  
The Relationship

The mobile application industry has more actions and services in recent years due to consumer demand.The purpose of this study is to explain the relationships among perceived value, satisfaction, and customer loyalty in the paid mobile application industry. Moreover, this studydevelops and testsa conceptual model that offer a value perspective in understanding customer loyalty toward paid mobile applications. Toachieve this aim, perceived value and customer satisfaction must be measured and “switching costs” identified. This study also takes a value component perspective from Bernardo, Marimon and del Mar Alonso-Almeida (2012) to confirm how the two types of switching costs (monetary vs. nonmonetary switching costs) moderate the link in perceived value, satisfaction, and loyalty in the instance of a paid entertainment mobile application. The results from an online survey indicate that the switching costs had a moderating effect on the relationship between perceived value and loyalty, and the satisfaction and loyalty of using paid mobile applications. With respect to the findings, the moderating effect of switching cost play a critical role in determining customer loyalty of paid mobile applications. It also revealed that nonmonetary switching costs has more importance than monetary switching costs in engendering loyalty, since monetary contains price in the download paid mobile applications, which provides negative outcomes among the relationship of perceived value, satisfaction, and loyalty. In the conclusion, the implications of these findings are discussed.

scholarly journals The Identification of Mangrove Ecosystem Services for Decision Making

2020 ◽  
Vol 86 ◽  
pp. 01019
Author(s):  
Suharno ◽  
Emmy Saraswati
Keyword(s):  
Decision Making ◽  
Ecosystem Services ◽  
Land Use Planning ◽  
Economic Value ◽  
Mangrove Ecosystem ◽  
Business Practices ◽  
Natural Ecosystems ◽  
Sustainable Business ◽  
Human Welfare ◽  
Goods And Services

Directly or indirectly, goods and services available in natural ecosystems will contribute to human welfare. The human ability to calculate the economic value of ecosystem goods and services is an important thing to do for integrated environmental decision making, sustainable business practices, and land use planning with its geographical scale, and the level of local-social wisdom. For this reason, a comprehensive review and study are needed by analyzing mangrove ecosystem services. Discussions with in-depth descriptive methods are applied to evaluate mangrove ecosystem services specifically, and focus methods and techniques are used for data analysis, and further to understand their potential and disadvantages.

scholarly journals Peran Switching Costs Sebagai Variabel Moderasi Pada Pengaruh Kepuasan Atas Kualitas Jasa Terhadap Loyalitas Nasabah Pt. Bank Negara Indonesia (Persero) Tbk. Cabang UNAIR Di Surabaya

2009 ◽  
Vol 2 (3) ◽  
Author(s):  
Indrianawati Usman ◽  
Ricky Gandhi Saputra
Keyword(s):  
Regression Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Random Sampling ◽  
Switching Costs ◽  
Switching Cost ◽  
Analyze Data

This paper examine the influence of satisfaction at service quality (SERVQUAL) that related to customer loyalty with moderated by switching costs in PT. Bank Negara Indonesia (Persero) Tbk branch UNAIR Surabaya. Variable conduct in this paper is satisfaction at service quality (X), switching costs (Z), and loyalty (Y). Sampling is conducted by purposive non random sampling and use moderated regression analysis to analyze data. The result indicates effect of customer satisfaction on loyalty in customers is less when switching cost is perceived to be high rather than low. In other words, perceived switching cost reduces customers’ sensitivity to the level of customer satisfaction.

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