Pub Date : 2023-06-08DOI: 10.1080/15332667.2023.2219589
Uttam Chakraborty, S. K. Biswal
{"title":"Is Digital Social Communication Effective for Social Relationship? A Study of Online Brand Communities","authors":"Uttam Chakraborty, S. K. Biswal","doi":"10.1080/15332667.2023.2219589","DOIUrl":"https://doi.org/10.1080/15332667.2023.2219589","url":null,"abstract":"","PeriodicalId":35385,"journal":{"name":"Journal of Relationship Marketing","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2023-06-08","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"41761990","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 : 2023-06-05DOI: 10.1080/15332667.2023.2216372
Pedro Canales-Ronda
{"title":"Relationship Marketing and the B2B Sales Force, Effects of Big Five Personality Traits","authors":"Pedro Canales-Ronda","doi":"10.1080/15332667.2023.2216372","DOIUrl":"https://doi.org/10.1080/15332667.2023.2216372","url":null,"abstract":"","PeriodicalId":35385,"journal":{"name":"Journal of Relationship Marketing","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2023-06-05","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47164545","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 : 2023-05-23DOI: 10.1080/15332667.2023.2216374
B. Sutikno, Widya Paramita, Rokhima Rostiani, Sari Winahjoe, Naila Zulfa
{"title":"Does Service Recovery Performance Vary according to a Service Provider’s Perception of Customer Type? The Application of Attachment Theory","authors":"B. Sutikno, Widya Paramita, Rokhima Rostiani, Sari Winahjoe, Naila Zulfa","doi":"10.1080/15332667.2023.2216374","DOIUrl":"https://doi.org/10.1080/15332667.2023.2216374","url":null,"abstract":"","PeriodicalId":35385,"journal":{"name":"Journal of Relationship Marketing","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2023-05-23","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"48584111","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 : 2023-04-28DOI: 10.1080/15332667.2023.2205280
Sarabjit Kaur Sidhu, Fonzarelli. Ong, M. Balaji
Abstract This study examines the moderating role of consumers’ attachment anxiety and attachment avoidance, on the relationship between recovery satisfaction and their behavior after service recovery. This study analyzes the moderating effect of consumers’ attachment styles to explain the differences in their behavior after service recovery efforts, which has not been explored previously. Primary data was collected from hand-phone users, and the effect of consumers’ attachment styles was examined in the context of the telecommunication sector. Findings indicate that consumers high in attachment anxiety were more likely to repurchase but not to engage in positive word-of-mouth after recovery satisfaction. Attachment avoidance did not impact consumers’ behavioral intentions. In addition, the interaction of anxiety and avoidance positively influenced word-of-mouth intentions upon satisfaction with recovery efforts. However, the interaction did not affect repurchase intentions. This study provides insight into how consumer’s attachment style influences their positive behavioral intentions after recovery satisfaction. We present segment-specific relationship marketing strategies that can aid service providers in managing service recoveries and minimizing the adverse effects of service failures on customer retention.
{"title":"Moderating Role of Consumers’ Attachment Style on Post-Recovery Satisfaction Behavior","authors":"Sarabjit Kaur Sidhu, Fonzarelli. Ong, M. Balaji","doi":"10.1080/15332667.2023.2205280","DOIUrl":"https://doi.org/10.1080/15332667.2023.2205280","url":null,"abstract":"Abstract This study examines the moderating role of consumers’ attachment anxiety and attachment avoidance, on the relationship between recovery satisfaction and their behavior after service recovery. This study analyzes the moderating effect of consumers’ attachment styles to explain the differences in their behavior after service recovery efforts, which has not been explored previously. Primary data was collected from hand-phone users, and the effect of consumers’ attachment styles was examined in the context of the telecommunication sector. Findings indicate that consumers high in attachment anxiety were more likely to repurchase but not to engage in positive word-of-mouth after recovery satisfaction. Attachment avoidance did not impact consumers’ behavioral intentions. In addition, the interaction of anxiety and avoidance positively influenced word-of-mouth intentions upon satisfaction with recovery efforts. However, the interaction did not affect repurchase intentions. This study provides insight into how consumer’s attachment style influences their positive behavioral intentions after recovery satisfaction. We present segment-specific relationship marketing strategies that can aid service providers in managing service recoveries and minimizing the adverse effects of service failures on customer retention.","PeriodicalId":35385,"journal":{"name":"Journal of Relationship Marketing","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2023-04-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"44281586","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 : 2023-04-27DOI: 10.1080/15332667.2023.2205279
M. Awwad, Farah Mohammad Lafi
Abstract This study aims to investigate the impact of path-goal leadership styles (directive, participative, supportive, and achievement-oriented) on the market orientation of Jordanian commercial banks and the role of internal marketing as a mediating variable. A quantitative survey methodology was used to collect data from 630 branch managers of thirteen commercial banks listed on the Amman Stock Exchange in Jordan. Only 196 branch managers fully responded to the questionnaire. The measurement model fit and the significance of the theoretical relationship between variables were determined using structural equation modeling. The results confirmed that supportive, participative, and achievement-oriented styles have a positive impact on internal marketing, while directive styles have a negative impact. Internal marketing has a positive direct impact on market orientation. The impact of path-goal leadership styles on market orientation was indirect through internal marketing, which means that internal marketing fully mediates the relationship between path-goal leadership styles and market orientation. Commercial banks should integrate internal marketing as a strategy into their core operations and systems to meet employees’ demands and the bank’s goals. This integration shall make employees show their sincere organizational commitment so that they can express the attitude of organizational citizenship behaviors that are beneficial for the banks’ operations and survival.
{"title":"Leadership Style and Market Orientation: The Mediating Role of Internal Marketing","authors":"M. Awwad, Farah Mohammad Lafi","doi":"10.1080/15332667.2023.2205279","DOIUrl":"https://doi.org/10.1080/15332667.2023.2205279","url":null,"abstract":"Abstract This study aims to investigate the impact of path-goal leadership styles (directive, participative, supportive, and achievement-oriented) on the market orientation of Jordanian commercial banks and the role of internal marketing as a mediating variable. A quantitative survey methodology was used to collect data from 630 branch managers of thirteen commercial banks listed on the Amman Stock Exchange in Jordan. Only 196 branch managers fully responded to the questionnaire. The measurement model fit and the significance of the theoretical relationship between variables were determined using structural equation modeling. The results confirmed that supportive, participative, and achievement-oriented styles have a positive impact on internal marketing, while directive styles have a negative impact. Internal marketing has a positive direct impact on market orientation. The impact of path-goal leadership styles on market orientation was indirect through internal marketing, which means that internal marketing fully mediates the relationship between path-goal leadership styles and market orientation. Commercial banks should integrate internal marketing as a strategy into their core operations and systems to meet employees’ demands and the bank’s goals. This integration shall make employees show their sincere organizational commitment so that they can express the attitude of organizational citizenship behaviors that are beneficial for the banks’ operations and survival.","PeriodicalId":35385,"journal":{"name":"Journal of Relationship Marketing","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2023-04-27","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"43311561","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 : 2023-04-24DOI: 10.1080/15332667.2023.2198886
F. Eckardt, H. Spies
{"title":"The Breaking of Bonds: A Systematized Review of Detachment in Interpersonal and Customer Relationships","authors":"F. Eckardt, H. Spies","doi":"10.1080/15332667.2023.2198886","DOIUrl":"https://doi.org/10.1080/15332667.2023.2198886","url":null,"abstract":"","PeriodicalId":35385,"journal":{"name":"Journal of Relationship Marketing","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2023-04-24","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"41861848","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 : 2023-04-11DOI: 10.1080/15332667.2023.2197767
Muhammad Haroon Shoukat, Kareem M. Selem, Syed Asim Shah
Abstract The ability of social media influencers (SMIs) to shape their followers’ intentions to purchase the recommended brands (IPB) by creating content on social media platforms is critical. This has received little attention in influencer marketing literature. Drawing on source credibility theory, this study investigates the dual mediation of emotional attachment (EA) and influence of presumed influence (IPI) in the relationship between SMIs’ credibility and followers’ IPB in the Pakistani fashion context. A self-administered questionnaire was used to collect data from 346 social media users. PLS-SEM results revealed that SMIs’ credibility does have a negative influence on IPB. However, SMIs’ credibility is positively related to both EA and IPI. Furthermore, EA and IPI fully mediated the relationship between SMIs’ credibility and IPB. This research deepened knowledge about the phenomenon of followers’ emotional bonding with SMIs. This paper also offers valuable theoretical and practical implications for academics and practitioners in the fashion industry.
{"title":"How Does Social Media Influencer Credibility Blow the Promotional Horn? A Dual Mediation Model","authors":"Muhammad Haroon Shoukat, Kareem M. Selem, Syed Asim Shah","doi":"10.1080/15332667.2023.2197767","DOIUrl":"https://doi.org/10.1080/15332667.2023.2197767","url":null,"abstract":"Abstract The ability of social media influencers (SMIs) to shape their followers’ intentions to purchase the recommended brands (IPB) by creating content on social media platforms is critical. This has received little attention in influencer marketing literature. Drawing on source credibility theory, this study investigates the dual mediation of emotional attachment (EA) and influence of presumed influence (IPI) in the relationship between SMIs’ credibility and followers’ IPB in the Pakistani fashion context. A self-administered questionnaire was used to collect data from 346 social media users. PLS-SEM results revealed that SMIs’ credibility does have a negative influence on IPB. However, SMIs’ credibility is positively related to both EA and IPI. Furthermore, EA and IPI fully mediated the relationship between SMIs’ credibility and IPB. This research deepened knowledge about the phenomenon of followers’ emotional bonding with SMIs. This paper also offers valuable theoretical and practical implications for academics and practitioners in the fashion industry.","PeriodicalId":35385,"journal":{"name":"Journal of Relationship Marketing","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2023-04-11","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"45627384","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 : 2023-04-11DOI: 10.1080/15332667.2023.2197769
Eklou R. Amendah, Amarpreet S. Kohli, N. Kumthekar, Gurmeet Singh
Abstract Purpose This customer lifetime value (CLV) study developed and refined an instrument to measure CLV from a retailer’s perspective using both financial and nonfinancial constructs. Design/methodology/approach The authors created scale items to measure the financial (monetary value and marketing costs) and nonfinancial constructs (trust, loyalty, purchase frequency, recency, and churn rate). They assessed composite reliability as well as discriminant and convergent validity. Findings A varimax rotation indicated strong items for trust and recency under the nonfinancial factors as well as monetary value and marketing costs under the financial factors. Additionally, the measurement model indicated a strong model fit. Practical implications The findings reinforce the notion of using financial factors to determine CLV. However, nonfinancial factors are also relevant for explaining CLV. These findings fundamentally shift the argument about the determinants of CLV as well as open the door for further research about the nonfinancial factors of CLV. Originality This is the first study to create scale items for measuring the financial and nonfinancial constructs of CLV. The research provides useful theoretical and managerial insights regarding the consideration of nonfinancial factors for refocusing marketing and retailing efforts toward consumers. The study findings reinforce the notion that all customers are not equally valuable.
{"title":"Impact of Financial and Nonfinancial Constructs on Customer Lifetime Value (CLV): U.S. Retailer’s Perspective","authors":"Eklou R. Amendah, Amarpreet S. Kohli, N. Kumthekar, Gurmeet Singh","doi":"10.1080/15332667.2023.2197769","DOIUrl":"https://doi.org/10.1080/15332667.2023.2197769","url":null,"abstract":"Abstract Purpose This customer lifetime value (CLV) study developed and refined an instrument to measure CLV from a retailer’s perspective using both financial and nonfinancial constructs. Design/methodology/approach The authors created scale items to measure the financial (monetary value and marketing costs) and nonfinancial constructs (trust, loyalty, purchase frequency, recency, and churn rate). They assessed composite reliability as well as discriminant and convergent validity. Findings A varimax rotation indicated strong items for trust and recency under the nonfinancial factors as well as monetary value and marketing costs under the financial factors. Additionally, the measurement model indicated a strong model fit. Practical implications The findings reinforce the notion of using financial factors to determine CLV. However, nonfinancial factors are also relevant for explaining CLV. These findings fundamentally shift the argument about the determinants of CLV as well as open the door for further research about the nonfinancial factors of CLV. Originality This is the first study to create scale items for measuring the financial and nonfinancial constructs of CLV. The research provides useful theoretical and managerial insights regarding the consideration of nonfinancial factors for refocusing marketing and retailing efforts toward consumers. The study findings reinforce the notion that all customers are not equally valuable.","PeriodicalId":35385,"journal":{"name":"Journal of Relationship Marketing","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2023-04-11","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47616860","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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