Pub Date : 2024-07-04DOI: 10.1080/15332667.2024.2367332
R. Essel
{"title":"Relationship Marketing Practices and Export Performance of SMEs in an Emerging Economy: A Mediation Analysis","authors":"R. Essel","doi":"10.1080/15332667.2024.2367332","DOIUrl":"https://doi.org/10.1080/15332667.2024.2367332","url":null,"abstract":"","PeriodicalId":35385,"journal":{"name":"Journal of Relationship Marketing","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2024-07-04","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"141677560","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2024-06-04DOI: 10.1080/15332667.2024.2348206
Ali Shams, Faraz Sadeghvaziri, Hossein Norouzi, Farshid Falatoon Nejhad
{"title":"Investigating the Effect of Institution Reputation on Student Loyalty’s Dimensions in the Framework of Relationship Marketing in Higher Education","authors":"Ali Shams, Faraz Sadeghvaziri, Hossein Norouzi, Farshid Falatoon Nejhad","doi":"10.1080/15332667.2024.2348206","DOIUrl":"https://doi.org/10.1080/15332667.2024.2348206","url":null,"abstract":"","PeriodicalId":35385,"journal":{"name":"Journal of Relationship Marketing","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2024-06-04","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"141387161","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2024-01-30DOI: 10.1080/15332667.2024.2308972
Tarun Kushwaha
{"title":"Brand Trolling Engagement Behavior (BTEB) of Customers: A Challenge for Customer-Brand Relationship","authors":"Tarun Kushwaha","doi":"10.1080/15332667.2024.2308972","DOIUrl":"https://doi.org/10.1080/15332667.2024.2308972","url":null,"abstract":"","PeriodicalId":35385,"journal":{"name":"Journal of Relationship Marketing","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2024-01-30","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"140482224","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2024-01-23DOI: 10.1080/15332667.2024.2306019
Sofia Chatzi, Eirini Peitzika, Georgia Konsolaki
{"title":"Enhancing Brand Loyalty: A Relationship Marketing Perspective within the Context of Contractual Services","authors":"Sofia Chatzi, Eirini Peitzika, Georgia Konsolaki","doi":"10.1080/15332667.2024.2306019","DOIUrl":"https://doi.org/10.1080/15332667.2024.2306019","url":null,"abstract":"","PeriodicalId":35385,"journal":{"name":"Journal of Relationship Marketing","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2024-01-23","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"140498947","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2024-01-18DOI: 10.1080/15332667.2024.2301902
Charles H. Schwepker, Megan C. Good
{"title":"Empathy and Grit Enhance Customer Oriented Selling","authors":"Charles H. Schwepker, Megan C. Good","doi":"10.1080/15332667.2024.2301902","DOIUrl":"https://doi.org/10.1080/15332667.2024.2301902","url":null,"abstract":"","PeriodicalId":35385,"journal":{"name":"Journal of Relationship Marketing","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2024-01-18","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"139615469","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-09-26DOI: 10.1080/15332667.2023.2260661
Tawseef Ahmad Ganaie, Mushtaq Ahmad Bhat
AbstractRelationship marketing together with perceived switching costs are seen as a distinguished strategic approach to customer loyalty. Relationship marketing practices enable the firms to comprehend and satisfy the customer needs, while the perceived switching costs raise the bar for rivals to grab the gullible customers and helps the firms to ensure the loyalty of low satisfied customers. In view of this, present study aims to investigate the impact of relationship marketing practices on customer loyalty with a mediating role of perceived switching costs. The study utilized 736 complete questionnaires collected from the bank customers, by using one-stage cluster sampling, to validate the measurement and structural models through partial least-square structural equation modeling (PLS-SEM). Results revealed that there is significant positive effect of relationship marketing practices on customer loyalty. Furthermore, perceived switching costs have significant positive effect on customer loyalty. Bootstrapping approach to mediation analysis revealed that perceived switching costs, in unison, partially mediate the relationship between relationship marketing practices and customer loyalty. The study suggests that banks should invest more in relationship marketing practices to strengthen the perceived switching costs to keep the customers loyal to the organization.Keywords: Relationship marketingretention marketing strategiesrelational bondsperceived switching costscustomer loyalty AcknowledgementTawseef Ahmad Ganaie is a recipient of Indian Council of Social Science Research Doctoral Fellowship. This article is largely an outcome of the doctoral work sponsored by ICSSR.Disclosure statementNo potential conflict of interest was reported by the author(s)
【摘要】关系营销与感知转换成本一起被视为一种杰出的客户忠诚度战略方法。关系营销实践使企业能够理解和满足客户的需求，而感知到的转换成本提高了竞争对手抓住易受骗客户的门槛，并有助于企业确保低满意度客户的忠诚度。鉴于此，本研究旨在探讨关系营销实践在感知转换成本的中介作用下对顾客忠诚的影响。本研究采用单阶段整群抽样的方法，从银行客户中收集736份完整的问卷，通过偏最小二乘结构方程模型(PLS-SEM)对计量模型和结构模型进行验证。结果发现，关系营销实践对顾客忠诚有显著的正向影响。感知转换成本对顾客忠诚有显著的正向影响。自举法的中介分析表明，感知转换成本在关系营销实践与顾客忠诚之间具有部分中介作用。本研究建议银行应加大在关系营销实践上的投入，以增强客户的感知转换成本，从而保持客户对组织的忠诚度。关键词:关系营销保留营销策略关系纽带感知转换成本客户忠诚度确认tawseef Ahmad Ganaie是印度社会科学研究理事会博士奖学金获得者。这篇文章很大程度上是由ICSSR赞助的博士工作的结果。披露声明作者未报告潜在的利益冲突
{"title":"Mediating Role of Perceived Switching Costs between Relationship Marketing Practices and Customer Loyalty: Evidence from Banks","authors":"Tawseef Ahmad Ganaie, Mushtaq Ahmad Bhat","doi":"10.1080/15332667.2023.2260661","DOIUrl":"https://doi.org/10.1080/15332667.2023.2260661","url":null,"abstract":"AbstractRelationship marketing together with perceived switching costs are seen as a distinguished strategic approach to customer loyalty. Relationship marketing practices enable the firms to comprehend and satisfy the customer needs, while the perceived switching costs raise the bar for rivals to grab the gullible customers and helps the firms to ensure the loyalty of low satisfied customers. In view of this, present study aims to investigate the impact of relationship marketing practices on customer loyalty with a mediating role of perceived switching costs. The study utilized 736 complete questionnaires collected from the bank customers, by using one-stage cluster sampling, to validate the measurement and structural models through partial least-square structural equation modeling (PLS-SEM). Results revealed that there is significant positive effect of relationship marketing practices on customer loyalty. Furthermore, perceived switching costs have significant positive effect on customer loyalty. Bootstrapping approach to mediation analysis revealed that perceived switching costs, in unison, partially mediate the relationship between relationship marketing practices and customer loyalty. The study suggests that banks should invest more in relationship marketing practices to strengthen the perceived switching costs to keep the customers loyal to the organization.Keywords: Relationship marketingretention marketing strategiesrelational bondsperceived switching costscustomer loyalty AcknowledgementTawseef Ahmad Ganaie is a recipient of Indian Council of Social Science Research Doctoral Fellowship. This article is largely an outcome of the doctoral work sponsored by ICSSR.Disclosure statementNo potential conflict of interest was reported by the author(s)","PeriodicalId":35385,"journal":{"name":"Journal of Relationship Marketing","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2023-09-26","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"134886909","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-09-19DOI: 10.1080/15332667.2023.2257099
Minhong Kim, Youngmin Yoon, James J. Zhang
AbstractThis research revised and validated the relationship quality construct in professional sport nonprofit organizations. A sequential exploratory mixed-methods design was employed. The qualitative methods identified preliminary themes of donors’ relationship quality perceptions toward professional sport nonprofits. The quantitative methods were employed to refine the relationship quality construct and investigate its influence on donation intention. The revised relationship quality instrument consisted of items measuring trustworthiness, commitment, sympathy, and friendliness. The relationship quality of nonprofit staff members had a stronger impact than that of professional athletes on donation intentions. The findings provide insights and offer practical implications for professional sport nonprofit managers.Keywords: Relationship qualityprofessional sportsnonprofit organizationsdonation intention mixed-methods Disclosure statementNo potential conflict of interest was reported by the author(s).
{"title":"The Influence of Perceived Relationship Quality on Donor Behavior in the Context of Charitable Nonprofit Organizations Established by Professional Sport Entities","authors":"Minhong Kim, Youngmin Yoon, James J. Zhang","doi":"10.1080/15332667.2023.2257099","DOIUrl":"https://doi.org/10.1080/15332667.2023.2257099","url":null,"abstract":"AbstractThis research revised and validated the relationship quality construct in professional sport nonprofit organizations. A sequential exploratory mixed-methods design was employed. The qualitative methods identified preliminary themes of donors’ relationship quality perceptions toward professional sport nonprofits. The quantitative methods were employed to refine the relationship quality construct and investigate its influence on donation intention. The revised relationship quality instrument consisted of items measuring trustworthiness, commitment, sympathy, and friendliness. The relationship quality of nonprofit staff members had a stronger impact than that of professional athletes on donation intentions. The findings provide insights and offer practical implications for professional sport nonprofit managers.Keywords: Relationship qualityprofessional sportsnonprofit organizationsdonation intention mixed-methods Disclosure statementNo potential conflict of interest was reported by the author(s).","PeriodicalId":35385,"journal":{"name":"Journal of Relationship Marketing","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2023-09-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135014292","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-07-21DOI: 10.1080/15332667.2023.2237848
Pedro Mendonça Silva, J. F. Santos, Renata Pêgo
Abstract Digital transition is an inevitable process for most of the companies. Transforming the operating activities, the internal processes or enhancing the relationships with the customers is vital for business success. However, the existing literature reveals gaps on how digital orientation and relational capacity can lead to performance gains. The study proposes a conceptual model by which companies’ digital orientation can lead to superior financial and non financial performance with the mediating role of relational capacity. Based on a sample of 224 companies the model was tested and validated through the Structural Equations Model. The results show that relational capacity is a key mediating variable between digital orientation and financial and nonfinancial performance. The study offers practical implications for companies about the importance of design digital marketing strategies to engage with customers if the company wants to increase performance. Moreover, the study stresses the value of maintain strong and durable relationships with customers and partners to enhance the relational capacity of companies. The theoretical contribution derives from testing a model that adds empirical evidence to the current state of knowledge and that could be used in future studies.
{"title":"Digital Orientation and Company’s Performance. The Mediating Role of Relational Capacity","authors":"Pedro Mendonça Silva, J. F. Santos, Renata Pêgo","doi":"10.1080/15332667.2023.2237848","DOIUrl":"https://doi.org/10.1080/15332667.2023.2237848","url":null,"abstract":"Abstract Digital transition is an inevitable process for most of the companies. Transforming the operating activities, the internal processes or enhancing the relationships with the customers is vital for business success. However, the existing literature reveals gaps on how digital orientation and relational capacity can lead to performance gains. The study proposes a conceptual model by which companies’ digital orientation can lead to superior financial and non financial performance with the mediating role of relational capacity. Based on a sample of 224 companies the model was tested and validated through the Structural Equations Model. The results show that relational capacity is a key mediating variable between digital orientation and financial and nonfinancial performance. The study offers practical implications for companies about the importance of design digital marketing strategies to engage with customers if the company wants to increase performance. Moreover, the study stresses the value of maintain strong and durable relationships with customers and partners to enhance the relational capacity of companies. The theoretical contribution derives from testing a model that adds empirical evidence to the current state of knowledge and that could be used in future studies.","PeriodicalId":35385,"journal":{"name":"Journal of Relationship Marketing","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2023-07-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"48202767","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-07-12DOI: 10.1080/15332667.2023.2234812
M. Zietsman, P. Mostert, G. Svensson
Abstract This paper aims to test a nomological network of the precursors (perceived price, price fairness, and service quality) and the multi-dimensional outcomes (economic satisfaction and non-economic satisfaction; behavioral and attitudinal loyalty) of micro-enterprise customers’ perception of value. Structural equation modeling was used to test a research model and two rival models from data collected from 381 micro-enterprise banking customers. The results show that, by charging fair prices, banks will increase not only micro-enterprises’ positive perceptions of price and service quality, but also their perceptions of value. Positive value perceptions result in greater economic and non-economic satisfaction. This then results in loyalty in both the attitudinal and behavioral senses. Economic satisfaction should first be attained before micro-enterprise customers will be non-economically satisfied and show attitudinal loyalty before behavioral loyalty.
{"title":"Precursors and Outcomes of Perceived Value in B2B Banking Services: A Nomological Framework","authors":"M. Zietsman, P. Mostert, G. Svensson","doi":"10.1080/15332667.2023.2234812","DOIUrl":"https://doi.org/10.1080/15332667.2023.2234812","url":null,"abstract":"Abstract This paper aims to test a nomological network of the precursors (perceived price, price fairness, and service quality) and the multi-dimensional outcomes (economic satisfaction and non-economic satisfaction; behavioral and attitudinal loyalty) of micro-enterprise customers’ perception of value. Structural equation modeling was used to test a research model and two rival models from data collected from 381 micro-enterprise banking customers. The results show that, by charging fair prices, banks will increase not only micro-enterprises’ positive perceptions of price and service quality, but also their perceptions of value. Positive value perceptions result in greater economic and non-economic satisfaction. This then results in loyalty in both the attitudinal and behavioral senses. Economic satisfaction should first be attained before micro-enterprise customers will be non-economically satisfied and show attitudinal loyalty before behavioral loyalty.","PeriodicalId":35385,"journal":{"name":"Journal of Relationship Marketing","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2023-07-12","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"44360372","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
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