scholarly journals Towards an Integrative Framework of Relationship Quality in a Retail Setting: Evidence from an Emerging Economy

2021 ◽  
Author(s):  
Jaroslav Dado ◽  
Janka Taborecka–Petrovicova ◽  
Tamara Rajic
Keyword(s):  
Relationship Satisfaction ◽  
Relationship Quality ◽  
Structural Equation ◽  
Customer Orientation ◽  
Developing Economies ◽  
Research Question ◽  
Quality Data ◽  
Convenience Sample ◽  
Research Attention ◽  
Retail Setting

Research question: This study aims to propose and empirically examine a relationship quality model in a grocery retail setting in Serbia. Motivation: Whereas relationship quality has been extensively studied in B2B settings and in developed economies, far less research attention has been devoted to the formation and effects of relationship quality in B2C exchange relations in developing economies. This especially holds true for Eastern Eupean emerging economies and the present research aims to fill this gap. Idea: Building upon previous research in service settings, this study proposes customer orientation as an antecedent to relationship quality, comprising relationship satisfaction, customer trust and commitment to a retailer, and attitudinal and behavioural loyalty as consequences of relationship quality. Data: The study has been performed on a convenience sample of 453 grocery retail customers in Serbia, by means of structured questionnaire. Tools: Upon supporting constructs’ validity, structural equation modelling (SEM) has been applied to examine the proposed relationships. Findings: The results of the study indicate significant direct impact of employees’ customer orientation on trust and relationship satisfaction. Commitment to a retailer and relationship satisfaction emerged as direct antecedents to attitudinal and behavioural loyalty, whereas trust emerged as an indirect determinant of loyalty constructs. In terms of total effect, relationship satisfaction emerged as the most influential determinant of both facets of customer loyalty. Contribution: The findings of the study which indicate significant indirect contribution of front-line employees’ customer orientation to attitudinal and behavioural loyalty of customers provide valuable insights for HR management of retail enterprises. In addition, by addressing relationship quality construct and its antecedents and effects in a B2C setting in thus far largely under-studied context, such as an emerging European economy, this study’s findings add to the growing body of knowledge on Relationship Marketing.

scholarly journals Using Conflict Management in Improving Owners and Contractors Relationship Quality in the Construction Industry: The Mediation Role of Trust

SAGE Open ◽  
2020 ◽  
Vol 10 (1) ◽  
pp. 215824401989883 ◽  
Author(s):  
Kolawole Iyiola ◽  
Husam Rjoub
Keyword(s):  
Conflict Management ◽  
Relationship Quality ◽  
Construction Industry ◽  
Structural Equation ◽  
Quality Data ◽  
Equation Modeling ◽  
Future Research ◽  
Future Research Directions ◽  
The Relationship

This study investigates conflict management climate as perceived by the owners and contractors significantly affect trust and relationship quality in the Nigerian construction industry. This empirical study also assesses trust as a mediator between conflict management climate and relationship quality. Data gathered from 426 owners and contractors employees in the Nigerian construction industry were used to verify the abovementioned relationships via structural equation modeling. The results show that conflict management climate significantly predicted trust and relationship quality. Trust significantly predicted relationship quality and partially mediates the relationship between conflict management climate and relationship quality. This study contributes to theory within this research by showing trust and relationship quality is significantly affected when owners and contractors are aware of the conflict management climate. The study offers important practical implications for managing conflict management between owners and contractors in the construction industry. Insights into future research directions are also documented.

Structural equation test of relationship quality

2016 ◽  
Vol 11 (3) ◽  
pp. 374-394 ◽  
Author(s):  
Ernest Emeka Izogo
Keyword(s):  
Information Sharing ◽  
Relationship Quality ◽  
Structural Equation ◽  
Online Survey ◽  
Customer Orientation ◽  
Retail Banking ◽  
Repurchase Intention ◽  
Content Type ◽  
Antecedents And Consequences ◽  
Willingness To Recommend

Purpose – The purpose of this paper is to examine how companies can influence customers’ repurchase intention and willingness to recommend through relationship quality (RQ hereafter) constructs by leveraging customer orientation, expertise and information sharing. Design/methodology/approach – The research informants were recruited from a Southeastern Nigerian city. Data analysis was based on 303 qualified cases extracted from the 332 valid responses retrieved from the customers of retail banking services through a bank-intercept method and online survey. Findings – Except customer orientation, all the antecedents of RQ were directly related to trust and satisfaction. Whereas satisfaction was both directly and indirectly related to repurchase intention and willingness to recommend, trust was directly and indirectly related to repurchase intention but was not directly related to willingness to recommend. It was only indirectly related to willingness to recommend through satisfaction and repurchase intention. Trust and satisfaction mediate the link between RQ antecedents and repurchase intention and willingness to recommend. The research model explained 67 per cent of the total variance in willingness to recommend. Research limitations/implications – The mediating role of RQ in the link between customer orientation, expertise and information sharing and repurchase intention and willingness to recommend remains largely untested in the literature. This provides an avenue for future studies to extend RQ research to the nature of the construct’s behaviour when it is tested as a mediator in the relationship between its antecedents and consequences especially in West Africa where substantive research is scarce. Practical implications – One of the key measures that retail banks can use to keep customers’ patronage and spur them into making business referrals is to build trust and deliver pleasurable satisfaction by leveraging customer orientation, expertise and information sharing. Originality/value – As far as could be established, this paper represents the first attempt to simultaneously explore the indirect effects of customer orientation, expertise and information sharing on repurchase intention and willingness to recommend through the constructs of RQ. The paper further demonstrates that the relationships estimated within the model are not moderated by gender and occupation differences.

Antecedents and outcomes of relationship quality in casual dining restaurants

2019 ◽  
Vol 31 (2) ◽  
pp. 575-593 ◽  
Author(s):  
Girish Prayag ◽  
Sameer Hosany ◽  
Babak Taheri ◽  
Erdogan Haktan Ekiz
Keyword(s):  
Relationship Quality ◽  
Customer Orientation ◽  
Price Fairness ◽  
Moderating Effects ◽  
Convenience Sample ◽  
Content Type ◽  
Casual Dining ◽  
Order Construct ◽  
Tourism And Hospitality ◽  
The Relationship

Purpose This study examines the mediating effects of relationship quality (RQ) on the relationship between six antecedents and loyalty and the moderating effects of gender on these relationships. Design/methodology/approach Data were collected from a convenience sample of 300 respondents as they exited well-known casual dining restaurants in Kuala Lumpur (KL), Malaysia. Findings With the exception of physical environment, food quality, customer orientation, communication, relationship benefits and price fairness were significant predictors of RQ. RQ partially mediates the relationships between its antecedents and loyalty. Multi-group analyses reveal significant differences between males and females on these relationships. Research limitations/implications At the theoretical level, the study contributes to the conceptualization of RQ in tourism and hospitality research. The sample is not representative of all casual dining restaurants in KL, but findings have important implications for restaurant management in terms of relationship marketing, advertising strategies and customer loyalty development. Originality/value The study extends existing models of RQ in the hospitality and tourism literature by confirming that RQ is best modeled as a second-order construct consisting of three first-order dimensions: trust, satisfaction and commitment. The study also demonstrates that RQ mediates the relationship between the antecedents of RQ and loyalty. Finally, this research confirms the moderating effects of gender on the hypothesized relationships.

scholarly journals The Structure of Design Orientation and its Relationship with Market Orientation

2019 ◽  
Vol 65 (3) ◽  
pp. 50-62
Author(s):  
Sanja Rocco ◽  
Aleksandra Selinšek
Keyword(s):  
Market Orientation ◽  
Structural Equation ◽  
Quantitative Methods ◽  
Customer Orientation ◽  
Partial Least Square ◽  
Least Square ◽  
Drop Out ◽  
Internet Survey ◽  
Research Attention ◽  
Design Orientation

AbstractAlthough market orientation has been investigated in numerous studies, its complex relationship with design orientation lacks research attention, especially in countries with transitional economies. Therefore, existing models of market orientation (MO) and design orientation (DO) have been investigated. The research has been executed in several stages, combining qualitative and quantitative methods. In the first, qualitative stage, a series of face-to-face in-depth interviews were conducted. In the second, quantitative stage, an Internet survey was conducted among managers and CEOs from Croatian companies in different industries. Partial Least Square and Structural Equation Modelling analyses were conducted to examine the relationships between variables of MO and DO. Results confirm the positive relationship between design orientation and market orientation. Further, results also confirm sub-hypotheses that customer orientation and strategic marketing are positively related to all dimensions of design orientation. The model could have implications for marketers, designers and managers in practice. Both concepts, MO and DO, are very complex and multidimensional, so it was not possible to investigate all the aspects of the constructs. Another limitation of the study was the sample size, as a result of a low response rate as well as a relatively high drop-out rate. The research contributes to theory highlighting the role of design as an important element of market orientation.

scholarly journals An Attachment Theory Perspective in the Examination of Relational Processes Associated With Coach-Athlete Dyads

2013 ◽  
Vol 35 (2) ◽  
pp. 156-167 ◽  
Author(s):  
Louise Davis ◽  
Sophia Jowett ◽  
Marc-André K. Lafrenière
Keyword(s):  
Relationship Satisfaction ◽  
Relationship Quality ◽  
Attachment Style ◽  
Attachment Styles ◽  
Structural Equation ◽  
Equation Model ◽  
Relational Processes ◽  
Avoidant Attachment ◽  
Actor Partner Interdependence Model

The aim of the current study was to examine actor and partner effects of (a) athletes’ and coaches’ attachment styles (avoidant and anxious) on the quality of the coach-athlete relationship, and (b) athletes’ and coaches’ quality of the coach-athlete relationship on relationship satisfaction employing the actor-partner interdependence model (Kenny, Kashy, & Cook, 2006). Coaches (N = 107) and athletes (N = 107) completed a questionnaire related to attachment styles, relationship quality, and relationship satisfaction. Structural equation model analyses revealed (a) actor effects for coaches’ and athletes’ avoidant attachment styles on their own perception of relationship quality and coaches’ and athletes’ perception of relationship quality on their own perception of relationship satisfaction, and (b) partner effects for athletes’ avoidant attachment style on coaches’ perceptions of relationship quality and for coaches’ perceptions of relationship quality on athletes’ perceptions of relationship satisfaction. The findings highlight that attachments styles can help us understand the processes involved in the formation and maintenance of quality relational bonds between coaches and athletes.

scholarly journals Towards developing a sustainable tourism destination: understanding motives of gold panning on the River Pek

2018 ◽  
Author(s):  
Veljko Marinković ◽  
Darko Dimitrovski ◽  
Vladimir Senić
Keyword(s):  
Structural Equation ◽  
Quantitative Research ◽  
Research Question ◽  
Equation Model ◽  
Tourist Destination ◽  
Convenience Sample ◽  
Important Indicator ◽  
Revisit Intention ◽  
Tourism Motivation ◽  
Core Idea

Research question: The aim of the paper is to identify the statistically significant drivers for gold panning revisit intention at the River Pek in Serbia as one of the key factors in determining a positive effect on the destination’s economic sustainability. Motivation: The paper measures the effects of learning, socialization, nature and prestige and their influence on revisit intention. Idea: The core idea of this paper was to empirically evaluate the relationship between recogized tourism motivation as an independent variable and revisit intention as a dependent variable, given that revisit intention represents an important indicator regarding the sustainablity of an emerging tourist destination. Data: Empirical research was conducted on a sample of 230 respondents. A convenience sample was used and was constructed of people who had visited the River Pek as members of organized groups. Tools: Analysis of the data was conducted in SPSS and Amos. The statistical analysis was implemented in two steps. Since this model contains one dependent and four independent variables, its validity has been tested by means of a confirmatory factor analysis. In order to test the significance and strength of the effects independent of the dependent variable, a structural equation model was applied. Findings: The findings of the research suggest that two variables are statistically significant triggers of revisit intention – nature and prestige. Obviously, tourists are likely to engage in the activity of gold panning due to having a desire to experience something new and exciting, which is considerably different from their everyday activities, as well as from other types of tourism. Contribution: The main contribution of the study is to describe in more detail the concept of gold panning and its potential – as a form of niche tourism – to contribute towards establishing the River Pek as a sustainable tourist destination. The study also contributes to existing literature through the implementation of quantitative research of the motives for gold panning.

The Mediating Effect of Role Stressors on Market Orientation and Organizational Commitment

2010 ◽  
Vol 38 (10) ◽  
pp. 1431-1440 ◽  
Author(s):  
Wei-Lung Chang ◽  
Long-Chuan Lu ◽  
Hung-Jen Su ◽  
Tai An Lin ◽  
Kuang-Yu Chang
Keyword(s):  
Organizational Commitment ◽  
Market Orientation ◽  
Role Conflict ◽  
Structural Equation ◽  
Role Ambiguity ◽  
Customer Orientation ◽  
Reliability And Validity ◽  
Mediating Effect ◽  
Convenience Sample ◽  
Role Stressors

Market orientation, role stressors, and organizational commitment were investigated using a convenience sample of 386 employees of Taiwanese airlines. A questionnaire and structural equation model were used to confirm the hypotheses and provide evidence of reliability and validity is provided. The test results revealed the influence of customer orientation, competitor orientation, and interfunctional coordination on role ambiguity and role conflict along with organizational commitment. Role ambiguity and role conflict were found to have negative relationships with organizational commitment and be negative mediators between customer orientation and organizational commitment. These findings give a new perspective on organizational commitment, and provide airline companies with insights into ways to decrease the role stressors of airline employees and increase their market orientation.

scholarly journals How Does Organisational ICT Implementation Affect E-Commerce Potential? Empirical Evidence from Serbia

2021 ◽  
Author(s):  
Goran Petković ◽  
Aleksa Dokić ◽  
Vladimir Vasić
Keyword(s):  
Cloud Computing ◽  
Structural Equation ◽  
Developing Economies ◽  
Research Question ◽  
Main Idea ◽  
Influential Factor ◽  
Mediation Effects ◽  
Ict Skills ◽  
Ict Implementation ◽  
Development Literature

Research Question: This study investigates both direct and indirect effects of employee ICT skills on business e-commerce potential, evaluated through e-commerce website functionality. Motivation: The study aims at expanding the existing knowledge regarding organisational ICT implementation by investigating the relation with e-commerce potential. Idea: The main idea of the paper is to understand how e-commerce potential can be improved by developing the digital skills of employees, mainly in the context of the implementation of cloud computing, portable technologies and e-commerce outsourcing. Data: A sample of 238 businesses from Serbia was considered. Responses were gathered by the Statistical Office of the Republic of Serbia, using EUROSTAT-based questionnaire. Tools: Confirmatory factor analysis and covariance-based structural equation modelling were employed for data analysis. Baron-Kenny approach was used for assessing the mediation effects in the model. Findings: Employee ICT skills showed no direct influence, but were found to have an indirect effect on e-commerce website functionality, which is manifested through organisational implementation of cloud computing and portable technologies. Findings to a certain extent suggest that certain differences between companies from transition and developing economies exist, especially regarding cloud technology adoption. Outsourcing of certain e-commerce activities showed no link with employee ICT skills, but was identified as the most influential factor in website e-commerce facilitation. Contribution: This study contributes to ICT use and e-commerce development literature, as it is the first one to investigate the direct and indirect relation between organisational ICT implementation and website e-commerce potential.

A longitudinal analysis of the relationship between cultural adaptation and argumentativeness

2018 ◽  
Vol 29 (1) ◽  
pp. 91-108
Author(s):  
Stephen Michael Croucher ◽  
Stephanie Kelly ◽  
Shawn Michael Condon ◽  
Elsa Campbell ◽  
Flora Galy-Badenas ◽  
...  
Keyword(s):  
Structural Equation ◽  
Research Question ◽  
Panel Study ◽  
Equation Modeling ◽  
Curvilinear Relationship ◽  
Cultural Group ◽  
Convenience Sample ◽  
Content Type ◽  
Intercultural Contact ◽  
Over Time

Purpose This study aims to first explore the extent to which argumentativeness changed during the adaptation process among Muslim immigrants to France from 2006 to 2015 and, second, to examine the cultural fusion process. The study investigates the influence of intercultural contact on communication traits by exploring the extent to which members of the dominant cultural group adapt their argumentativeness over time. Design/methodology/approach Through a longitudinal panel study, the paper investigates the influence of intercultural contact on communication traits by exploring the extent to which members of the dominant cultural group adapt their argumentativeness over time. Confirmatory factor analysis and structural equation modeling are used to assess the hypotheses and research question. Findings Results revealed a curvilinear relationship between argumentativeness and time. Argumentativeness increased from 2006 to 2009, remained constant from 2009 to 2012 and then decreased after 2012. Furthermore, data analysis revealed argumentativeness levels among members of the dominant culture did not change. Research limitations/implications The results are potentially limited by the sample being a convenience sample and the presence of extenuating factors. Originality/value Argumentativeness is viewed by many researchers as a functional form of communication. However, few studies have longitudinally studied how this trait can change over time.

Memperkuat Loyalitas Melalui Kepercayaan, Kepuasan Dan Komitmen Studi Pada Nasabah PT. Bank Cimb Niaga

Liquidity ◽  
2018 ◽  
Vol 4 (1) ◽  
pp. 43-52 ◽  
Author(s):  
Sri Widyastuti
Keyword(s):  
Customer Satisfaction ◽  
Relationship Quality ◽  
Structural Equation Model ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Positive Influence ◽  
Equation Model ◽  
Survey Method ◽  
Branch Office

Customer loyalty is ‘suspected’not been able to optimizationrepetition of transactions, customer recommendation and durability with the establishment relationship quality of the trust, customer satisfaction and commitment. Therefore, research conducted on Bank CIMB Niaga aims to determine the extent of the trust, and commitment to customer satisfaction can increase X-tra and TabunganKU savings customer loyalty. This research is verification and the method of research is explanatory survey method, the sample is 160 customer X-tra and tabunganKU savings in the branch office Bank CIMB Niaga Bintaro. The analytical method used is structural equation model. The results showed loyalty can be achieved with relationship quality for customers through the establishment of trust, and commitment to customer satisfaction, which all three have a positive influence. Therefore, the management of Bank CIMB Niaga need to improve their ability in trust, satisfactionand commitmentwith the bank's customers to become increasingly favored customers.

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