Journal of Relationship Marketing最新文献_第8页

Relationship Marketing, Orientation, Brand Equity and Firm Value: The Mediating Role of Customer Value—An Emerging Market Perspective 关系营销、导向、品牌资产与企业价值:顾客价值的中介作用——新兴市场视角

Journal of Relationship Marketing Pub Date : 2019-07-25 DOI: 10.1080/15332667.2019.1639589

G. Amoako

{"title":"Relationship Marketing, Orientation, Brand Equity and Firm Value: The Mediating Role of Customer Value—An Emerging Market Perspective","authors":"G. Amoako","doi":"10.1080/15332667.2019.1639589","DOIUrl":"https://doi.org/10.1080/15332667.2019.1639589","url":null,"abstract":"Abstract This study investigates how customer value mediates the relationship between relationship marketing and firm value, and how brand equity mediates the relationship between relationship marketing and firm value in the telecommunications industry in Ghana. A quantitative research design was adopted. Data were collected from 1,000 customers from four main telecommunications companies in Accra, the capital city of Ghana. Structural equation modelling was used to analyze the relationship among the variables. The findings demonstrate that all five dimensions of RM—trust, empathy, shared value, communication, and bonding—have a significant positive influence on brand equity. The test further revealed that brand equity significantly leads to firm value and customer value. The research findings indicate that the relationship marketing concept and brand equity can be used to improve customer value and firm value issues in the telecommunications industry in Ghana. Moreover, the study revealed the usefulness of brand equity scales adopted in evaluating context-specific issues as exist in the telephony industry. The findings also indicate that customer value partially mediates firm value and brand equity. The study shows that brand equity components have varying mediating effects on firm value.","PeriodicalId":35385,"journal":{"name":"Journal of Relationship Marketing","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2019-07-25","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/15332667.2019.1639589","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"46297224","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: 17

The Mediating Role of Relationship Marketing between Service Quality and Customer Loyalty 关系营销在服务质量与客户忠诚度之间的中介作用

Journal of Relationship Marketing Pub Date : 2019-06-08 DOI: 10.1080/15332667.2019.1589246

I. W. Jaman, A. Putra, Dessy Pramita Putri

引用次数: 12

The Importance of the Service and Shopping Customer Experience in a Retail Environment 在零售环境中服务和购物顾客体验的重要性

Journal of Relationship Marketing Pub Date : 2019-06-04 DOI: 10.1080/15332667.2019.1619064

I. Roozen, Pavlos Ioannou Katidis

{"title":"The Importance of the Service and Shopping Customer Experience in a Retail Environment","authors":"I. Roozen, Pavlos Ioannou Katidis","doi":"10.1080/15332667.2019.1619064","DOIUrl":"https://doi.org/10.1080/15332667.2019.1619064","url":null,"abstract":"Abstract The importance of the service and shopping experience has been gaining momentum in the service industry, with customers and their satisfaction with their experience being perceived as critical factors in service management. Despite researchers acknowledging the need to examine the service experience through the lens of the customer, there is still much to understand of antecedents and outcomes of service and shopping experiences. This article investigates: (1) the importance of “the customer-employee relationship” on the service and shopping experiences for different age and gender groups; and (2) the effect of the service and shopping experiences on customer satisfaction, loyalty, and intention to recommend. In Study 1, these relationships will be analyzed for experiences of the participants themselves. In Study 2, we asked the participants to evaluate a hypothetical controlled scenario of a certain service and shopping experience with a certain customer-employee relationship, and measure customer satisfaction, loyalty, and the intention to recommend. The results of Study 1 indicate that both consumers’ age and gender play a significant role in satisfying service and shopping experiences, which in turn can lead to increased consumers’ satisfaction, retention, and word-of-mouth communication about the service product and/or service provider. Study 2 shows that a negative service experience in a store can significantly be “restored” by a positive shopping experience in the store and vice versa, and that these results are not influenced by gender or age.","PeriodicalId":35385,"journal":{"name":"Journal of Relationship Marketing","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2019-06-04","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/15332667.2019.1619064","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"46786154","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: 12

Consumer Trust in Internet Marketing and Direct Selling in China 中国消费者对网络营销和直销的信任

Journal of Relationship Marketing Pub Date : 2019-05-13 DOI: 10.1080/15332667.2019.1589244

Patrick Poon, G. Albaum

引用次数: 10

Customer, Corporation, and Cause: A Comprehensive Model of Cause Selection in Cause-Related Marketing 顾客、公司与事业:事业关联营销中事业选择的综合模型

Journal of Relationship Marketing Pub Date : 2019-04-07 DOI: 10.1080/15332667.2018.1534067

Reza Fazli-Salehi, Ivonne M. Torres, Miguel Angel Zúñiga

引用次数: 5

Applying the Right Relationship Marketing Strategy through Big Five Personality Traits 从五大人格特征看正确的关系营销策略

Journal of Relationship Marketing Pub Date : 2019-04-03 DOI: 10.1080/15332667.2019.1589241

Aylin Caliskan

引用次数: 26

Structural Equation Test of Service Quality Dimensions on the Relationship Quality Construct: Evidence from an Emerging Telecom Market 服务质量维度对关系质量构建的结构方程检验:来自新兴电信市场的证据

Journal of Relationship Marketing Pub Date : 2019-04-01 DOI: 10.1080/15332667.2018.1534066

Chukwunonso Oraedu

{"title":"Structural Equation Test of Service Quality Dimensions on the Relationship Quality Construct: Evidence from an Emerging Telecom Market","authors":"Chukwunonso Oraedu","doi":"10.1080/15332667.2018.1534066","DOIUrl":"https://doi.org/10.1080/15332667.2018.1534066","url":null,"abstract":"Abstract While the subjects of “relationship quality” and “service quality” are well-researched and understood, a clear explanation of the exact relationship that exists between these two important themes is lacking. In a departure from previous service quality studies, this article uses a conservative measure of SERVQUAL to explore the diagnostic structure of service quality. Next, it investigates the structural behavior of service quality dimensions on the relationship quality construct within an emerging telecom market through a dual-lens theoretical viewpoint. The findings show that, in an emerging telecom market, the dimensional structure of SERVQUAL does not completely match with the result previously generated by the originators. It also demonstrates that by improving some quality indicators, a service provider is better positioned to improve relationship quality. In addition, this article challenges the existing tenet of the S-O-R framework by demonstrating that stimulus factors can directly predict the response factor and that the response variable can play a dual role in the S-O-R arena. Finally, implications and contributions are outlined.","PeriodicalId":35385,"journal":{"name":"Journal of Relationship Marketing","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2019-04-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/15332667.2018.1534066","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"45280493","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: 12

Relationship Quality as Predictor of B2B Customer Loyalty in the Pharmaceutical Sector: Evidence from Jordan 关系质量作为医药行业B2B客户忠诚度的预测因子:来自Jordan的证据

Journal of Relationship Marketing Pub Date : 2019-03-01 DOI: 10.1080/15332667.2018.1534062

Hamzeh Q. Almomani

{"title":"Relationship Quality as Predictor of B2B Customer Loyalty in the Pharmaceutical Sector: Evidence from Jordan","authors":"Hamzeh Q. Almomani","doi":"10.1080/15332667.2018.1534062","DOIUrl":"https://doi.org/10.1080/15332667.2018.1534062","url":null,"abstract":"Abstract This article aims to investigate the impactful effect of relationship quality dimensions (i.e., trust, satisfaction, and commitment) on aspects of loyalty represented by attitudinal loyalty and behavioral loyalty. A quantitative survey method was employed to achieve the objectives of the study. Furthermore, a convenience sampling technique was adopted to select a representative sample from physicians working in the public healthcare sector in Jordan. A total of 500 questionnaires were distributed, and 408 questionnaires were used in the statistical analyses. The data were analyzed by applying structural equation modeling to test the study model, and hypotheses were constructed and tested quantitatively and discussed qualitatively. The results revealed that both aspects of customer loyalty (i.e., behavioral and attitudinal) were affected positively by the overall dimensions of relationship quality (i.e., trust, satisfaction, and commitment), providing a recommendation for pharmaceutical companies in Jordan to focus on improving the relationship quality between their medical representatives and physicians due to the importance of such a factor in improving customer loyalty, which will reflect positively in managing their customers effectively and enhancing future business opportunities.","PeriodicalId":35385,"journal":{"name":"Journal of Relationship Marketing","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2019-03-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/15332667.2018.1534062","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"49221727","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: 17

The Relationship Between Consumer-Brand Identification and Brand Extension 消费者品牌识别与品牌延伸的关系

Journal of Relationship Marketing Pub Date : 2019-02-08 DOI: 10.1080/15332667.2018.1534064

M. Shokri, A. Alavi

{"title":"The Relationship Between Consumer-Brand Identification and Brand Extension","authors":"M. Shokri, A. Alavi","doi":"10.1080/15332667.2018.1534064","DOIUrl":"https://doi.org/10.1080/15332667.2018.1534064","url":null,"abstract":"Abstract The present research aims at examining the role of consumer-brand identification (CBI) in attitude toward brand extension regarding the congruency between the values of consumers and brands. In this way, the benefits of CBI to consumers and brand managers are outlined. This research has been conducted through designing a survey and collecting data through a questionnaire. For data mining and investigating the model, the SEM approach is implemented. According to the findings, high levels of CBI lead to positive attitudes toward the brand extension, and that value congruity positively impacts this relationship. The results outline that CBI impacts fit and tie in separate ways, so that CBI effect on fit is more substantial. Furthermore, according to the results, in comparison to the role of tie, the role of fit is more significant in predicting attitudes toward brand extension. The sample from university students is appropriate for testing theory, but limits generalizing the results of the research. In addition, this research has studied one product category and is limited in this perspective. The findings have remarkable recommendations for implementing brand extension as they emphasize the role of perceived fit. Moreover, by reexamining CBI in a less known market, the research has outlined its positive outcomes for firms. This research has used perceived tie in a brand extension context and, similar to perceived fit, has implemented it as another factor to predict attitude toward brand extension. In addition, this research is unique, as it has investigated CBI in a new context.","PeriodicalId":35385,"journal":{"name":"Journal of Relationship Marketing","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2019-02-08","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/15332667.2018.1534064","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"43328972","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: 15

Relationship Marketing and Repurchase Intention in Ghana’s Hospitality Industry: An Empirical Examination of Trust and Commitment 加纳酒店业的关系营销与回购意愿:信任与承诺的实证检验

Journal of Relationship Marketing Pub Date : 2019-02-06 DOI: 10.1080/15332667.2018.1534059

G. Amoako, Solomon G. Kutu-Adu, L. Caesar, E. Neequaye

{"title":"Relationship Marketing and Repurchase Intention in Ghana’s Hospitality Industry: An Empirical Examination of Trust and Commitment","authors":"G. Amoako, Solomon G. Kutu-Adu, L. Caesar, E. Neequaye","doi":"10.1080/15332667.2018.1534059","DOIUrl":"https://doi.org/10.1080/15332667.2018.1534059","url":null,"abstract":"Abstract Globally, the hospitality industry ranks as one of the most competitive business sectors, with competing organizations relying on a cocktail of strategies such as relationship marketing to stay relevant, and attract and retain customers. This article examines how relationship marketing impacts trust, commitment, and repurchase intension of customers in the Ghanaian hospitality industry. The data collection questionnaire was administered to 167 randomly selected customers at a four-star hotel in the Accra metropolis. The data analysis used structural equation modeling to ascertain the significance of the relationship that exists between trust, commitment, and customer repurchase intension regarding the relationship marketing practices of hoteliers in Ghana. The findings show a positive and significant relationship between trust, commitment, and repurchase intension. The study also revealed that commitment partially mediates the association between trust and repurchase intension. This implies that both trust and commitment are necessary to attain repurchase and, eventually, loyalty.","PeriodicalId":35385,"journal":{"name":"Journal of Relationship Marketing","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2019-02-06","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/15332667.2018.1534059","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"48552921","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: 25