Assessing Antecedents of Loyalty in the Industrial Relationship Model: An Examination of Base Model Constituents and Moderators

Q2 Business, Management and Accounting
Andreas Samudro, Vonny Susanti
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引用次数: 3

Abstract

Abstract This paper aims to develop the loyalty model with rational constructs as antecedents and investigate the relevant moderating variables. It is to ensure the authenticity of satisfaction and loyalty in the industrial context by exercising switching costs; moreover, exercising relevant moderators on the model. Partial least squares structural equation modeling (PLS-SEM) is employed to analyze 259 responses in Indonesia's chemical resin markets. The empirical study demonstrates five findings, with the central finding being the authenticity of quality and value as the root of loyalty, not switching costs. Moreover, company reputation, safety, and environmental concerns have the potency to strengthen the link of quality–value; meanwhile, the personal relationship tends to be a predictor of satisfaction and loyalty. The research has a limitation where it is conducted in a developing country; a country such as Indonesia faces a tough challenge to ensure the implementation of safety and environmental regulations. Therefore, the role of safety and environmental concerns might be different in other countries whose stronger law enforcement. The role of personal relationships could also be different in other countries with different cultural backgrounds. The finding implies that chemical firms must keep improving quality aspects and services.
产业关系模型中忠诚的前因式评估:对基本模型成分和调节因子的检验
摘要本文旨在建立以理性构念为前因式的忠诚模型,并研究相关的调节变量。即通过转换成本的行使来保证产业环境下满意度和忠诚度的真实性;此外,对模型进行了相关的调节。采用偏最小二乘结构方程模型(PLS-SEM)分析了印度尼西亚化学树脂市场的259个响应。实证研究显示了五个发现,核心发现是质量和价值的真实性是忠诚的根源,而不是转换成本。此外,公司声誉、安全和环境问题具有加强质量-价值联系的效力;与此同时,人际关系往往是满意度和忠诚度的预测指标。在发展中国家进行的研究有其局限性;像印度尼西亚这样的国家在确保安全和环境法规的实施方面面临着严峻的挑战。因此,安全和环境问题的作用在其他执法较强的国家可能有所不同。在其他文化背景不同的国家,人际关系的作用也可能不同。这一发现表明,化工企业必须不断提高质量和服务。
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来源期刊
Journal of Relationship Marketing
Journal of Relationship Marketing Business, Management and Accounting-Marketing
CiteScore
10.20
自引率
0.00%
发文量
7
期刊介绍: The Journal of Relationship Marketing is a quarterly journal that publishes peer-reviewed (double-blind) conceptual and empirical papers of original works that make serious contributions to the understanding and advancement of relationship and marketing theory, research, and practice. This academic journal is interdisciplinary and international in nature. Topics of interest (not limited to): Evolution and life cycle of RM; theoretical and methodological issues in RM; types of RM, networks and strategic alliances; internal communication, quality, trust, commitment, satisfaction, loyalty, and dissolution in RM; applications of RM in different disciplines and industries; international perspectives in RM; RM strategies in services economy, higher education, and e-commerce; RM, technology, and the Web; profitability and RM; case studies and best practices in RM. If you are interested in becoming an ad-hoc reviewer, please e-mail a brief statement indicating your area of expertise and interest along with a copy of your CV.
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