Being Fair to Customers: A Strategy in Enhancing Customer Engagement and Loyalty in the Indonesia Mobile Telecommunication Industry

Q3 Business, Management and Accounting

Services Marketing Quarterly Pub Date : 2020-01-02 DOI:10.1080/15332969.2019.1707375

R. Hapsari, A. Hussein, R. Handrito

引用次数: 30

Abstract

Abstract This study aims to validate the dimensions of customer engagement and explore the effect of service fairness, customer trust and customer engagement on customer loyalty. The results imply that trust and customer engagement are found to have a direct effect on customer loyalty. In addition, trust was also found to mediate the effect of procedural justice on customer loyalty; and the effect of distributive justice on customer loyalty. It implies that, in order to enhance customer loyalty, business organizations should provide procedural and distributive justice for the customers, and also pay attention to the customer engagement and customer trust.

查看原文本刊更多论文

公平对待客户：提高印尼移动通信行业客户参与度和忠诚度的策略

摘要本研究旨在验证客户参与的维度，并探讨服务公平、客户信任和客户参与对客户忠诚度的影响。研究结果表明，信任和客户参与度对客户忠诚度有直接影响。此外，信任还可以调节程序公正对客户忠诚度的影响；以及分配公平对顾客忠诚的影响。这意味着，为了提高客户忠诚度，商业组织应该为客户提供程序和分配的正义，同时也要注意客户的参与度和客户的信任。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

求助全文

约1分钟内获得全文求助全文

来源期刊

Services Marketing Quarterly Business, Management and Accounting-Business, Management and Accounting (miscellaneous)

CiteScore

2.40

自引率

0.00%

发文量

期刊介绍： Services Marketing Quarterly is directed at academicians and practitioners who are involved in the development and application of services marketing concepts to the wide spectrum of industries that constitute the service sector of economies. The journal presents both theoretical and empirical articles including experimental and pilot studies addressing various issues faced by service marketers to enhance the development of the marketing literature in the application of marketing concepts to services. Areas of emphasis include: Service characteristics changes. Servicescape impacts. Service delivery impacts. Services impact on organizational image. Digital service environments and impacts. Evolution of services over time and by industry. Contributions are encouraged which include analysis of existing practice, methods and programs; application of new ideas and methods; and research on various aspects of services marketing. Each manuscript should include the marketing implications of the impact of the findings on services marketing theory and/or practice. Services Marketing Quarterly also welcome proposals for special issues.