The review of the literature reveals various relationships between the constructs of social identity, customer trust, and customer loyalty. Such results lead to questioning the nature of the conceptual structure that would include these constructs as well as their interrelationships in a structural model. From this perspective, the purpose of this study is to evaluate the mediating role of customer trust on customer loyalty in presence of corporate social identity in the context of financial institutions. Using data collected from 1296 customers-members of credit unions, the results of this study help to legitimize the idea that customer trust intervenes as a mediating variable that enhances the impact of corporate identity, corporate image and the reputation of the firm on customer loyalty. The implications of the study are discussed from both the research and managerial perspectives.

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PurposeThe purpose of this study is to investigate the contribution of benevolence as a moderator variable that enhances the effect of service employees' competence on the customer's perception of a service firm's image.Design/methodology/approachA hierarchical multiple regression analysis was performed on data collected from 445 customers in a financial service setting to assess the influence of competence and benevolence, as well as their interactive effects on corporate image.FindingsThe results show a significant interaction between competence and benevolence in their influence on corporate image. The results reinforce the idea that benevolence intervenes as a moderator variable that enhances the impact of competence on corporate image.Research limitations/implicationsThe study has limited generalisation given the convenient sample and the great variety of service industries. The efficacy of the direct measures and the hierarchical multiple regression must be considered. It would be helpful to realise similar studies in other service settings by using multidimensional scales of competence, benevolence and corporate image.Practical implicationsService firms should not only highlight the role of the service employees' expertise but also their attitude and behaviour during the service encounter in a manner so as to increase the customer's trust in the firm's capability, to satisfy his/her needs and to enhance the firm's image.Originality/valueThe present study contributes specifically to understanding how major characteristics of service employees can influence the assessment of corporate image by consumers.

Abstract:Organizations are becoming increasingly demanding in regard to training cost rationalization and justification, and to the associated result achievement obligation. In practice, these pressures result in the introduction of more or less adequate efficiency indicators in relation to training programs. The goal of this study is to understand the relationship between training and training efficiency indicators at the individual level, using a mediation model. This study proposes a three-factor mediation model estimated using a databank of 578 cases. The results first show a positive relation between training satisfaction and normative commitment. Normative commitment has a positive effect on readiness to transfer learning and a negative effect on absenteeism. Theoretical and practical implications are discussed in light of these findings.

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