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Journal of Relationship Marketing最新文献

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Thinking of the Firm: How the Firm’s Benefit Influences Consumer Normative Expectations for Change 企业思考：企业利益如何影响消费者对变革的规范预期
Journal of Relationship Marketing Pub Date : 2023-04-10 DOI: 10.1080/15332667.2023.2196201
Thomas A. Burnham
{"title":"Thinking of the Firm: How the Firm’s Benefit Influences Consumer Normative Expectations for Change","authors":"Thomas A. Burnham","doi":"10.1080/15332667.2023.2196201","DOIUrl":"https://doi.org/10.1080/15332667.2023.2196201","url":null,"abstract":"Abstract This research employs two scenario-based experiments to explore whether consumers “think of the firm” in setting their normative expectations regarding a customer-benefitting firm change. Results indicate that consumers take the firm benefit of potential firm actions into account in setting their expectations for what firms should do. Even in the absence of strong relationship ties, the associated firm benefit increases normative expectations for firms to enact a change. However, the customer benefit associated with a potential change dominates consumer expectations as it impacts normative expectations both directly as well as indirectly via an apparent lay belief that “what’s good for the customer is good for the firm.” In addition, the customer and firm benefits of potential changes positively interact in driving expectations; when customers believe that a change will be a “win-win” for themselves and the firm they strongly expect the firm to enact it. The findings suggest that firms must make clear how the costs associated with a potential change will be borne by their customers.","PeriodicalId":35385,"journal":{"name":"Journal of Relationship Marketing","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2023-04-10","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"46544038","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}
引用次数: 0
A Bibliometric Review of Research on Customer Commitment 顾客承诺研究的文献计量学综述
Journal of Relationship Marketing Pub Date : 2023-04-07 DOI: 10.1080/15332667.2023.2197771
Chaichana Ampornklinkaew
{"title":"A Bibliometric Review of Research on Customer Commitment","authors":"Chaichana Ampornklinkaew","doi":"10.1080/15332667.2023.2197771","DOIUrl":"https://doi.org/10.1080/15332667.2023.2197771","url":null,"abstract":"Abstract Customer commitment has been studied for more than two decades. It is one of the most powerful marketing tools in maintaining steady affiliation between patrons and brands or service providers. To examine its knowledge corpus, a bibliometric review was performed to scrutinize 457 Scopus-indexed documents. The research design consisted of descriptive analysis, citation analyses, co-citation analyses, and keyword co-occurrence analysis. This review aimed to assess the literature volume, growth trajectory, and geographic distribution; indicate key journals, authors and documents; probe the intellectual structure of the knowledge base; and emphasize the topical foci of the literature. This review provides a baseline analysis for the evolution and future studies guiding scholars who will enter the customer-commitment research field.","PeriodicalId":35385,"journal":{"name":"Journal of Relationship Marketing","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2023-04-07","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"44593639","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}
引用次数: 2
The Effect of Bonding, Responsiveness and Communication on Customer Retention: The Mediating Role of Customer Satisfaction 联系、响应和沟通对客户保留的影响：客户满意度的中介作用
Journal of Relationship Marketing Pub Date : 2023-04-03 DOI: 10.1080/15332667.2023.2191111
Gebeyehu Jalu Negassa, G. Japee
{"title":"The Effect of Bonding, Responsiveness and Communication on Customer Retention: The Mediating Role of Customer Satisfaction","authors":"Gebeyehu Jalu Negassa, G. Japee","doi":"10.1080/15332667.2023.2191111","DOIUrl":"https://doi.org/10.1080/15332667.2023.2191111","url":null,"abstract":"Abstract In the past, research has been conducted on what causes clients to remain with a bank in the global banking business. Relationship marketing is predicated on customer retention; hence, these findings encourage authors of scholarly marketing literature to include these aspects. This study looks at how bonding, responsiveness, and communication directly affect customer retention and customer satisfaction, as well as how bonding, responsiveness, and communication indirectly affect customer retention via customer satisfaction. Through the use of the convenience sampling method, a total of 384 customers were chosen. An investigation of banking customers was carried out in the form of a cross-sectional survey, making use of a structured questionnaire. The results showed that bonding and communication had a direct and significant effect on keeping customers, but responsiveness did not. Also, bonding, communication, and responsiveness have a direct and significant effect on customer satisfaction. In a similar vein, customer satisfaction has a direct effect on customer retention. On the other hand, bonding and responsiveness were seen to have an indirect but significant effect on customer retention via customer satisfaction, whereas communication did not. The study suggests that managers retain consumers by promptly reacting to customer needs and communicating effectively. This will assist them in satisfying and retaining customers.","PeriodicalId":35385,"journal":{"name":"Journal of Relationship Marketing","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2023-04-03","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"44386367","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}
引用次数: 2
SNUX2.0: A Social Network Model for Cohort Behavior Analysis as Support for Purchasing Tourism Products and Services 基于群体行为分析的社会网络模型——旅游产品与服务购买支持
Journal of Relationship Marketing Pub Date : 2023-03-27 DOI: 10.1080/15332667.2023.2191245
C. Ramos, João Rodrigues
{"title":"SNUX2.0: A Social Network Model for Cohort Behavior Analysis as Support for Purchasing Tourism Products and Services","authors":"C. Ramos, João Rodrigues","doi":"10.1080/15332667.2023.2191245","DOIUrl":"https://doi.org/10.1080/15332667.2023.2191245","url":null,"abstract":"Abstract One of the major communication paradigms for corporations and organizations consists of understanding which is the best format in which to communicate, and the effect that each type of content has on the different generations that coexist in the digital ecosystem. Tourism is one of the industry’s most sensitive to this ecosystem, as, nowadays, all stages of the travel decision process are mainly processed digitally. Products are researched, disseminated, and often acquired on digital platforms. This paper uses social media to analyze the online behavior of potential tourists from different generations when searching for commercial and detailed information concerning tourism products. A survey was prepared based on the experience economy theory and disseminated online through social networks. A Social Networks User Experience model, SNUX 2.0, was proposed to analyze the experiences of users from different generations, associated with the use of social networks as a medium through which to find information about tourism products and services. Structural equation modeling using SmartPLS 3.0 was used to analyze the proposed model. The study concluded that social networks can contribute to influencing the purchasing intent of the different generations, mainly when commercial information has an educational nature for all generations, accompanied by different dimensions depending on the consumer’s generation.","PeriodicalId":35385,"journal":{"name":"Journal of Relationship Marketing","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2023-03-27","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47031191","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}
引用次数: 0
Understanding Consumer Brand Love, Brand Commitment, and Brand Loyalty 了解消费者对品牌的热爱、品牌承诺和品牌忠诚度
Journal of Relationship Marketing Pub Date : 2023-02-06 DOI: 10.1080/15332667.2023.2173937
A. Wong
{"title":"Understanding Consumer Brand Love, Brand Commitment, and Brand Loyalty","authors":"A. Wong","doi":"10.1080/15332667.2023.2173937","DOIUrl":"https://doi.org/10.1080/15332667.2023.2173937","url":null,"abstract":"Abstract This study examines the role of brand love and its relationship with brand-related variables, such as brand quality, brand trust, brand commitment, and brand loyalty. A total of 265 responses from smartphone users were collected via an online survey over a two-week period. The findings confirmed the effect of brand quality on brand trust, brand love, and brand loyalty as well as the effect of brand trust on brand love and brand commitment. Brand love affects brand commitment and brand loyalty, which comprises purchase intention, word-of-mouth, and willingness to pay. Managerial implications and future research directions are provided.","PeriodicalId":35385,"journal":{"name":"Journal of Relationship Marketing","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2023-02-06","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"49378603","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}
引用次数: 2
A Serial Mediation Model for Investigating the Impact of e-CRM Services on Customer Loyalty in the Indian Healthcare Industry 印度医疗保健行业e-CRM服务对客户忠诚度影响的系列中介模型
Journal of Relationship Marketing Pub Date : 2022-10-21 DOI: 10.1080/15332667.2022.2136439
Pratyancha Singh, Vinod Kumar, S. Kataria
{"title":"A Serial Mediation Model for Investigating the Impact of e-CRM Services on Customer Loyalty in the Indian Healthcare Industry","authors":"Pratyancha Singh, Vinod Kumar, S. Kataria","doi":"10.1080/15332667.2022.2136439","DOIUrl":"https://doi.org/10.1080/15332667.2022.2136439","url":null,"abstract":"Abstract The aim of this study is to examine the relationship between e-CRM and consumer loyalty in the Indian private healthcare sector with customer trust (CT), customer value (CV), customer satisfaction (CS), and switching costs (SCs) as mediators. As per the findings, mentioned variables in this analysis (with the exception of the relationship between e-CRM and customer loyalty (CL) as this relationship is accepted at p = 0.05 significance level and not at p = 0.001 significance level) have a direct significant positive association with one another. In addition, CT and CV are the partial mediator in the relationship between e-CRM and CS, whereas the relationship of CS with CL is fully mediated through SC. Above all, there is an existence of serial mediation in the relationship of e-CRM with CL having CS and SC as mediators.","PeriodicalId":35385,"journal":{"name":"Journal of Relationship Marketing","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2022-10-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47975339","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}
引用次数: 0
Transfer of Autonomous Sensory Meridian Response (ASMR) to Relationship Marketing: Potential Effects on Perceived Customer Intimacy 自主感觉经络反应(ASMR)向关系营销的转移:对感知顾客亲密度的潜在影响
Journal of Relationship Marketing Pub Date : 2022-10-13 DOI: 10.1080/15332667.2022.2132105
Henrietta Leonie Pilny, Marie-Christin Papen, Thomas Niemand
{"title":"Transfer of Autonomous Sensory Meridian Response (ASMR) to Relationship Marketing: Potential Effects on Perceived Customer Intimacy","authors":"Henrietta Leonie Pilny, Marie-Christin Papen, Thomas Niemand","doi":"10.1080/15332667.2022.2132105","DOIUrl":"https://doi.org/10.1080/15332667.2022.2132105","url":null,"abstract":"Abstract ASMR has attracted considerable attention in social media and advertising practices, but it lacks empirical investigation within marketing science. This study suggests applying ASMR in the design of interactions in relationships between organizations and customers in order to shorten spatial distance evoked by digitization. This experimental study comprises the first empirical investigation of ASMR in the context of relationship marketing with a focus on perceived customer intimacy. The findings demonstrate that the level of perceived customer intimacy depends on individuals’ extraversion and agreeableness, and ASMR may entail the ability to positively influence this intimacy, but is influenced by further variables.","PeriodicalId":35385,"journal":{"name":"Journal of Relationship Marketing","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2022-10-13","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"46768707","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}
引用次数: 1
Perceived Brand Relationship Orientation: Conceptual Analysis and Dimensions Identification 感知品牌关系导向:概念分析与维度识别
Journal of Relationship Marketing Pub Date : 2022-09-16 DOI: 10.1080/15332667.2022.2121593
Kamilia Bahia, Hanene Babay
{"title":"Perceived Brand Relationship Orientation: Conceptual Analysis and Dimensions Identification","authors":"Kamilia Bahia, Hanene Babay","doi":"10.1080/15332667.2022.2121593","DOIUrl":"https://doi.org/10.1080/15332667.2022.2121593","url":null,"abstract":"Abstract The literature on Perceived brand relationship orientation cannot be easily integrated due to the non-consensual designation of this concept. Moreover, managerial implications can hardly be deduced with the global unidimensional operationalizations of this concept. Then, the present research aims at (1) deepening the conceptual understanding of Perceived brand relationship orientation and associating it with a consensual and integrative definition, and (2) identifying its different dimensions through a qualitative study which used 23 semi-structured interviews and two focus groups. As result, Perceived brand relationship orientation declines into six reflexive dimensions: (1) Endeavor in relational communication, (2) Endeavor in physical and psychological proximity, (3) Endeavor to create a warm atmosphere, (4) Endeavor directed toward the mutuality of benefits, (5) Endeavor in continuous innovation, and (6) Endeavor in personalization. Therefore, it is recommended to move away from conceptualizing Perceived brand relationship orientation as a one-dimensional global perception and to exploit its multiple dimensions to adjust brand’s strategy to consumers’ expectations in term of brand relationship orientation.","PeriodicalId":35385,"journal":{"name":"Journal of Relationship Marketing","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2022-09-16","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"41368027","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}
引用次数: 0
On the Management of Broken Hearts: Learnings from the Widow(er)hood Effect for Stakeholder Relationship Management 论失恋管理:从寡妇效应看利益相关者关系管理
Journal of Relationship Marketing Pub Date : 2022-07-03 DOI: 10.1080/15332667.2021.1954847
Marie-Sophie Schönitz, F. Siems
{"title":"On the Management of Broken Hearts: Learnings from the Widow(er)hood Effect for Stakeholder Relationship Management","authors":"Marie-Sophie Schönitz, F. Siems","doi":"10.1080/15332667.2021.1954847","DOIUrl":"https://doi.org/10.1080/15332667.2021.1954847","url":null,"abstract":"Abstract The article’s focus is on the widow(er)hood effect—a phenomenon that has been found among individuals across the world and throughout decades—which refers to an increased risk of morbidity as well as mortality of a surviving spouse following his or her partner’s death. By transferring the essence of the phenomenon to the relationship marketing domain, it is discussed how its theoretical frame can contribute to further advance the understanding and management of stakeholder relationships. Concretely, a conceptual framework, as well as possible practical scenarios of stakeholder widow(er)hood effects, are discussed and associated impacts for companies are elicited.","PeriodicalId":35385,"journal":{"name":"Journal of Relationship Marketing","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2022-07-03","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"41894409","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}
引用次数: 0
A Bibliometric Analysis of Journal of Relationship Marketing (2002–2019) 《关系营销杂志》(2002-2019)文献计量学分析
Journal of Relationship Marketing Pub Date : 2022-06-14 DOI: 10.1080/15332667.2022.2080465
Mohita Maggon
{"title":"A Bibliometric Analysis of Journal of Relationship Marketing (2002–2019)","authors":"Mohita Maggon","doi":"10.1080/15332667.2022.2080465","DOIUrl":"https://doi.org/10.1080/15332667.2022.2080465","url":null,"abstract":"Abstract Journal of Relationship Marketing (JRM) is a Journal of high repute. The journal invites high-quality publications that are original and peer-reviewed in relationship marketing (RM) theory and practice. JRM is an interdisciplinary and international journal. The research topics frequently appearing in the journal include the evolution of RM in the new economy and changing paradigms; theoretical and methodological issues in RM; internal communication, quality, trust, commitment, satisfaction, loyalty, and dissolution in RM; applications of RM in different domains and industries; international perspectives in RM; and RM strategies in services economy. The journal completed 20 years of publishing in 2021. The current paper analyzes the journal’s impact using bibliometric analysis from 2002 to 2019 on 289 publications. Network analysis is performed using VOSviewer software. The findings are reported in citations, coauthorship and bibliographic coupling, and other network analyses.","PeriodicalId":35385,"journal":{"name":"Journal of Relationship Marketing","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2022-06-14","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"48973424","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}
引用次数: 2
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