Training Perception and Innovative Behavior of SME Employees: Examining the Mediating Effects of Firm Commitment

Many critical decisions about an employee’s innovative performance are significantly based on the training results, as they are accountable for a variety of behavioral-related consequences. Training is among the most important human resource management strategies. The aim of this study is to examine the relationship between employees’ perceptions of training and their innovative behavior in the Malaysian SME sector, as well as the mediating effect of affective and calculative commitment on this relationship. Structured questionnaires were used to collect the data. A total of 635 employees from 200 SMEs were selected through a stratified random sampling method, and structural equation modeling was applied to test the relationship. The findings of the study supported the hypothesized relationships, as training in Malaysia significantly engaged SME employees in innovative behavior. Furthermore, the study discovered that affective and calculative commitment have partial mediating effects on the association between training and innovative behavior. In the context of the SME sector, theoretical and managerial implications have been addressed. The originality of the study is that it examines the relationship between employees’ perceptions of training and their innovative behavior in SMEs. The relationship was measured using a multidimensional approach in the study. The research also adds to the body of knowledge by identifying the mediating effect of affective and calculative commitment.

Client opportunism in agency-client relationship: the role of information asymmetry, agency response and calculative commitment

Purpose The focus is on how agencies can mitigate client opportunism in an agency-client relationship (ACR), particularly during the agency selection stage involving a pitch. This paper aims to empirically investigate the moderating effects of organizational mechanisms (particularly informational cues) and the agency’s past behavior on client opportunism. In a moderated moderation, this paper tests the effects of calculative commitment, informational cue and agency’s past behavior on the main effect. Design/methodology/approach The research is in the context of ACR involving a pitch at the agency selection stage. A mixed-method approach is used. In depth interviews with senior level executives were used to design the experimental vignettes. The main study uses experimental vignettes in a survey. Findings The study finds the prevalence of client opportunism during the pitch. The study reveals a significant relationship between information asymmetry and client opportunism. The findings of the study support the effectiveness of organizational mechanisms in mitigating client opportunism. The findings indicate that a proactive approach such as using informational cues mitigates client opportunism as it signals to the client that the agency cares for its intellectual property. Clients also take a cue from agencies past behavior. Third-party complaints and voice complaint deters client opportunism. Moderated moderation reveals that the client’s calculative commitment impacts client opportunism. Originality/value The study is novel in empirically examining client opportunism during the agency selection stage involving a pitch. The study re-emphasizes that information asymmetry is the primary reason for client opportunism in ACR at the agency selection stage. The role of organizational mechanism and agency response in mitigating client opportunism is a welcome addition. Moderated moderation effects involving calculative commitment is a novel addition.

The role of psychological contract violation in shaping spurious loyalty

PurposeThis study explores the impact of brand's psychological contract violation on customers' spurious loyalty, via the mediating effects of customers' brand commitments (affective commitment, calculative commitment and normative commitment) and the moderating effects of justification for violation and nostalgia proneness in the link of psychological contract violation and three commitments.Design/methodology/approachBased on 427 valid responses collected from paper- and web-based survey questionnaires, a total of 21 hypotheses were tested by adopting a structural equation model, hierarchical regression technique and slope analyses.FindingsThe result indicates negative effects of psychological contract violation on customers' attitudinal loyalty and behavioral loyalty via affective commitment and normative commitment, as well as positive effects of psychological contract violation on customers' attitudinal loyalty and behavioral loyalty via calculative commitment. It explains the reason why some loyal customers show spurious loyalty after being psychological contract violated. Meanwhile, it also supports different moderating impacts of justification for violation and nostalgia proneness in these relationships.Originality/valueThis study underscores the importance of calculative commitment in mitigating the adverse effect of psychological contract violation on customers' loyalty. Also, managerial implications are put forward to prevent loyal customers from switching to a worse loyalty stage after being violated.

Enhancing Calculative Commitment and Customer Loyalty Through Online Relationship Marketing

This study examines the mediating role of online trust in enhancing calculative commitment and customer loyalty through online relationship marketing activities (engagement and interactivity). The study draws on signaling theory. Data were gathered from 429 retail bank customers in Ghana and analyzed using confirmatory factor analysis and structural path modelling. Findings suggest that engagement is assessed to be low by Ghanaian bank customers and presently has no influence on customer commitment, online trust, and customer loyalty. However, signals communicated through interactivity online is of great benefit to the banks in influencing customers' online trust, as well as their calculative commitment and loyalty. Further, though, website and email emerged as the most predominant technologies used in online relationship marketing (ORM), customers also expect banks to engage with them through social media, which has the potential to improve upon the current levels of ORM activities.

Attracted to or Locked In? Explaining Consumer Loyalty toward Airbnb

In an increasingly complex and dynamic environment, understanding the fundamental mechanisms of customer loyalty toward Airbnb has become very appealing to both researchers and providers in recent years. Most prior studies on Airbnb have focused mainly on dedication-based mechanisms, such as consumer satisfaction or attitude. However, little is currently known about how the theoretical view for adapting dedication-based and constraint-based mechanisms establishes Airbnb consumer loyalty and affects by attributes, such as authentic experience, trust in Airbnb, and social benefits—that is, the vital predictors of affective commitment. It explores social benefits, relative attractiveness, and price fairness as the key antecedents of calculative commitment. This study identifies the relationship using a structural equation modeling method and empirical data collected from 156 Airbnb consumers who use it more than twice. The analysis results show that consumer loyalty toward Airbnb is shaped by dedication- and constraint-based mechanisms. The findings indicate that both affective and calculative commitments significantly affect customer loyalty in the context of Airbnb. Authentic experience, trust in Airbnb, and social benefits significantly affect affective commitment to Airbnb. While both social benefits and relative attractiveness play an important role in enhancing calculative commitment to Airbnb, price fairness is not significantly related to it. Theoretical and practical implications and future research directions are subsequently discussed.

Pengaruh Customer Satisfaction, Calculative Commitment, dan Corporate Image terhadap Attitudinal Loyalty dan Behavioral Loyalty Pada Program Pasti Prima Pertamina (Studi Pada SPBU Pasti Prima Wilayah Jakarta)

Penelitian ini dilatar belakangi oleh hasil observasi yang menunjukan bahwa kepuasan pelanggan dalam menggunakan layanan SPBU Pertamina terpantau stagnan selama beberapa tahun terakhir. Dari hasil tersebut, Pertamina menciptakan program SPBU terbaru yaitu Pasti Prima yang merupakan konsep terbaru dari SPBU untuk meningkatkan kepuasan dan layanan konsumen dalam memakai jasa atau produk Pertamina. Penelitian ini bertujuan untuk mengetahui pengaruh Customer Satisfaction, Calculative Commitment, Corporate Image terhadap Behavioral Loyalty melalui Attitudinal Loyalty sebagai model variabel Stepwise dalam penelitian ini. Metode yang digunakan adalah metode kuantitatif dengan jenis penelitian yaitu deskriptif dan kausal. Pengumpulan data dilakukan dengan menggunakan angket atau kuesioner yang disebar di beberapa SPBU Pasti Prima wilayah Jakarta. Pengambilan sampel dilakukan dengan metode non probability sampling dengan tipe incidental sampling dan jumlah responden sebanyak 100. Teknik analisis data menggunakan analisis deskriptif dan analisis Partial Least Square (PLS). Sebelum melakukan analisis PLS, data ditransformasi menggunakan Method Statistic Interval (MSI) untuk mengubah data ordinal menjadi interval. Hasil penelitian ini menunjukan bahwa Customer Satisfaction berpengaruh positif dan signifikan terhadap Attitudinal Loyalty, Calculative Commitment tidak berpengaruh positif dan tidak signifikan terhadap Attitudinal Loyalty, Corporate Image berpengaruh positif dan signifikan terhadap Attitudinal Loyalty, dan Attitudinal Loyalty berpengaruh positif dan signifikan terhadap Behavioral Loyalty.

Enhancing Calculative Commitment and Customer Loyalty Through Online Relationship Marketing

This study examines the mediating role of online trust in enhancing calculative commitment and customer loyalty through online relationship marketing activities (engagement and interactivity). The study draws on signaling theory. Data were gathered from 429 retail bank customers in Ghana and analyzed using confirmatory factor analysis and structural path modelling. Findings suggest that engagement is assessed to be low by Ghanaian bank customers and presently has no influence on customer commitment, online trust, and customer loyalty. However, signals communicated through interactivity online is of great benefit to the banks in influencing customers' online trust, as well as their calculative commitment and loyalty. Further, though, website and email emerged as the most predominant technologies used in online relationship marketing (ORM), customers also expect banks to engage with them through social media, which has the potential to improve upon the current levels of ORM activities.

Constrained choice in supply chain relationships: the effects of regulatory institutions

Purpose Utilizing a top-down approach of middle-range theorizing (MRT), the purpose of this paper is to integrate relational exchange with institutional theory to examine how companies manage supply chain relationships to achieve desired supply chain outcomes in industries characterized by varying degrees of regulatory mandates that restrict the choice of supply chain partners. The authors identify this supply chain relationship dynamic as constrained choice. Design/methodology/approach A moderated mediation model is tested using survey data from producers in the US wine industry to investigate the effects of regulatory pressure on the ability of wine producers to achieve operational coordination when responding to relational behaviors through either trust or calculative commitment. Findings Results find that relational behaviors can improve operational coordination through two distinct paths: trust or calculative commitment. With the moderating effect of regulatory pressure, relational behaviors more effectively facilitate operational coordination through trust. Alternately, regulatory pressure attenuates the mediated relationship through calculative commitment. Research limitations/implications The research introduces constrained choice dynamics into the supply chain relationship literature via MRT. Integrating generative mechanisms from relational exchange and institutional theories provides theoretical depth and context-specific knowledge about relationships that operate in constrained choice situations. Practical implications Managers impacted by constrained choice should recognize that mechanisms typically resulting in positive relationship outcomes may respond differently in the presence of regulatory constraints. With greater regulatory pressure, efforts to enhance operational coordination are more effective using relational mechanisms to build trust. When trust is diminished, calculative commitment can be effective in achieving operational coordination, although extensive regulations make it more difficult. Originality/value Previous research traditionally assumes that managers are free to select suitable trading partners that ensure mutually beneficial relationships. The research develops a middle-range theory examining the constrained choice dynamic in relationships that are impacted to varying degrees by regulatory institutions.

PENGARUH SWITCHING COSTS TERHADAP INERTIA DAN CALCULATIVE COMMITMENT STUDI PADA NASABAH CIMB NIAGA CABANG ITC FATMAWATI

The purpose of this study is to examine how the mutual influence between Switching Costs is represented by five variables (benefit lost costs, uncertainty costs, evaluation costs, learning costs and Sunk costs) with Inertia and Calculative Commitment. The objective of this research was to analyze whether there is an impact between the Switching Cost on Inertia and Calculative Commitment which were significantly. This paper presents and develops a model that will articulate and classify the behavior of consumers in the purchase of financial products and services. The theoretical insights generated by this model are then used to examine research data obtained from questionnaires with centralized variables and focus on consumer attitudes towards financial service providers and their financial products. The importance of trust is not explicitly recognized but the relationship between trust and risk largely determines the behavior of a customer Aldas-Manzano et al. (2009). The design of this research applied multiple regression, hypothesis testing of validity (T-test and correlation) and hypothesis testing of reliability (Cronbach’s Alpha). Data analysis used in this research was primary data in which the population of this study is CIMB Niaga ITC Fatmawati branch office in South Jakarta. This research was carried out by distributing 200 questionnaires with samples customers who are over three years as a customer and maintain balance actively. The result of this research concluded that there are variables of switching cost that affect are inertia and calculative commitment that is an important driver of behavioral customer. Product innovation competition among actors of financial services to attract new customers must calculate the commitment and customer resistance in the costs and risks that will be generated