Journal of Relationship Marketing最新文献_第5页

The Diffusion of Price-Related Word-of-Mouth: A Study Exploring the Role of Market Mavens and Social Ties 与价格相关的口碑传播:市场专家和社会关系作用的研究

Journal of Relationship Marketing Pub Date : 2020-12-16 DOI: 10.1080/15332667.2020.1855070

S. Schneider, F. Huber

引用次数: 5

Effects of Perceived Justice on the Behavioral Intention of Customers in the Banking Sector 感知公平对银行业客户行为意向的影响

Journal of Relationship Marketing Pub Date : 2020-12-08 DOI: 10.1080/15332667.2020.1855069

E. Mainardes, Marinalva Barros da Silva, D. Monte-mor

引用次数: 3

The Impact of Customer Relationship Management and Company Reputation on Customer Loyalty: The Mediating Role of Customer Satisfaction 顾客关系管理与企业声誉对顾客忠诚的影响:顾客满意的中介作用

Journal of Relationship Marketing Pub Date : 2020-12-04 DOI: 10.1080/15332667.2020.1840904

R. Khan, Yashar Salamzadeh, Qaisar Iqbal, Shaohua Yang

{"title":"The Impact of Customer Relationship Management and Company Reputation on Customer Loyalty: The Mediating Role of Customer Satisfaction","authors":"R. Khan, Yashar Salamzadeh, Qaisar Iqbal, Shaohua Yang","doi":"10.1080/15332667.2020.1840904","DOIUrl":"https://doi.org/10.1080/15332667.2020.1840904","url":null,"abstract":"Abstract This study investigates the impact of customer relationship management (CRM) and company reputation on customer loyalty with customer satisfaction mediating the relation among small and medium-sized enterprises. Customer satisfaction is essential for company reputation and loyalty because a company’s reputation largely depends on customer satisfaction in turbulent markets. Therefore, the current study is conducted in the Pakistani context to examine the customer believes regarding the company reputation. Due to uncertainty in the Pakistani market, no company can go smoothly in this turbulent market. To achieve the main objective of the study, data were collected from registered firms operationalized in Islamabad and Rawalpindi and verified by the Small and Medium-sized Enterprises Development Authority (SMEDA). Structured questionnaires were employed and total 345 questionnaires were distributed among the top management and 217 responses were received. After excluding those responses which were missing and not correctly completed, the remaining 181 were used for final analysis. For hypothesis testing, AMOS was used. Hence, our findings suggest that customer relationship management and company reputation have a positive and significant impact on customer loyalty. Additionally, customer satisfaction partially mediates the relation among customer relationship management, company reputation and customer loyalty. Hence, this study offers some suggestions to policymakers and practitioners. They should build deep trust among the company’s staff, which will become a good source of company reputation. In addition, different steps such as advertising, public relations and marketing campaigns are significant in changing customer’s behaviors.","PeriodicalId":35385,"journal":{"name":"Journal of Relationship Marketing","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2020-12-04","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/15332667.2020.1840904","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47644980","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: 83

An Integrated B2B Guanxi Model: A Taiwan Perspective 台湾视角下的B2B关西整合模式

Journal of Relationship Marketing Pub Date : 2020-10-01 DOI: 10.1080/15332667.2019.1705743

Min-Jon Kuo, Dauw-Song Zhu, Louis White

引用次数: 3

The Role of Retail Equity, Value and Relational Benefits in Building B2B Relationships in Retailing 零售权益、价值和关系利益在建立零售业B2B关系中的作用

Journal of Relationship Marketing Pub Date : 2020-10-01 DOI: 10.1080/15332667.2019.1688599

I. Gil‐Saura, M. Ruiz-Molina, Gloria Berenguer-Contrí, M. Šerić

{"title":"The Role of Retail Equity, Value and Relational Benefits in Building B2B Relationships in Retailing","authors":"I. Gil‐Saura, M. Ruiz-Molina, Gloria Berenguer-Contrí, M. Šerić","doi":"10.1080/15332667.2019.1688599","DOIUrl":"https://doi.org/10.1080/15332667.2019.1688599","url":null,"abstract":"Abstract The present paper aims to examine if variables widely studied in B2C contribute to building strong relationships in B2B markets. Moreover, it analyzes the existence of differences across retailers related to percentage of purchases from the main supplier. Through a personal survey to retail store managers regarding their relationships with their main suppliers, a structural equation model is estimated through PLS to test the hypothesized relations between retail equity, value, relational benefits, trust, and commitment. A multi-group analysis is performed to test the moderating role of the percentage of purchases from the main supplier. Three types of relational benefits identified have unequal influence on relationship value. In particular, special treatment benefits and social benefits, together with retail equity, emerge as the main drivers of value in the relationship between retailers and their main suppliers. The percentage of purchases from the main supplier plays a moderating role in some of these relations. This research provides evidence in the sense that, in the relations held by retailers with their main suppliers, retail equity contributes to relationship value creation. Relational benefits are relevant in building B2B relations since special treatment and social benefits have a positive influence on value that is positively related to trust and commitment. To build strong relations with their customers, suppliers of retailers should mainly concentrate their efforts on building brand equity and providing evidence of the existence of special treatment benefits beyond the service delivered, in view of its ultimate influence on customer trust and commitment.","PeriodicalId":35385,"journal":{"name":"Journal of Relationship Marketing","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2020-10-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/15332667.2019.1688599","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"48031590","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: 13

The Role of Trust in Understanding the Impact of Social Media Marketing on Brand Equity and Brand Loyalty 信任在理解社交媒体营销对品牌资产和品牌忠诚度的影响中的作用

Journal of Relationship Marketing Pub Date : 2020-10-01 DOI: 10.1080/15332667.2019.1705742

Reham Shawky Ebrahim

引用次数: 187

Can the Retailer’s ICT Enhance the Impact of Service Recovery Efforts on Customer Satisfaction? 零售商的ICT能否增强服务恢复工作对客户满意度的影响？

Journal of Relationship Marketing Pub Date : 2020-10-01 DOI: 10.1080/15332667.2019.1705744

M. Ruiz-Molina, Teresa Fayos-Gardó, Beatriz Moliner-Velázquez

引用次数: 1

The impact of perceived fairness and trustworthiness on customer trust within the banking sector 感知的公平和可信度对银行业客户信任的影响

Journal of Relationship Marketing Pub Date : 2020-08-08 DOI: 10.1080/15332667.2020.1802642

K. Gokmenoglu, Aysel Amir

引用次数: 11

Adoption of WhatsApp for Strengthening Internal CRM through Social Network Analysis 通过社交网络分析采用WhatsApp加强内部CRM

Journal of Relationship Marketing Pub Date : 2020-08-04 DOI: 10.1080/15332667.2020.1802643

S. Agrawal

引用次数: 16

The Hidden Chain of Branded Telecommunication Services Delivery: Value, Trust, Brand, Price Tolerance and Word of Mouth Communication Chain 电信服务品牌化交付的隐性链:价值、信任、品牌、价格容忍和口碑传播链

Journal of Relationship Marketing Pub Date : 2020-07-17 DOI: 10.1080/15332667.2020.1789928

S. R. Nikhashemi, N. Valaei, Sajad Rezaei, Grégory Bressolles

{"title":"The Hidden Chain of Branded Telecommunication Services Delivery: Value, Trust, Brand, Price Tolerance and Word of Mouth Communication Chain","authors":"S. R. Nikhashemi, N. Valaei, Sajad Rezaei, Grégory Bressolles","doi":"10.1080/15332667.2020.1789928","DOIUrl":"https://doi.org/10.1080/15332667.2020.1789928","url":null,"abstract":"Abstract Due to high customer switching behavior from one mobile service provider to another and high competition within the market, scholars, and marketers are trying to find and formulate the most appropriate consumer-driven business strategy to stay competitive. Grounded in means-end, value, and brand equity theories, this study proposes an integrative model in the telecom context to establish value → trust→ brand → price tolerance→ word of mouth communication (WOMC) chain. As a primary approach, the survey method is used through which 437 online responses were collected. Applying Structural Equation Modeling (SEM), the findings of this study show that the empirical outcomes tally with the proposed relationships (the chain) and the importance-performance map analysis indicates that both perceived value and brand trust have the highest influence on price tolerance. Brand image and perceived value also demonstrate to be of highest importance in building positive WOMC in the context of the telecoms industry. In addition, this study found that brand equity components have strong mediating effects, while the moderating roles of gender and age across groups varies. Overall, this study contributes to the service marketing, branding, and consumer behavior literature, particularly in the context of telecommunications.","PeriodicalId":35385,"journal":{"name":"Journal of Relationship Marketing","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2020-07-17","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/15332667.2020.1789928","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"46172861","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: 7