An empirical investigation of relational bonds on attitudinal and behavioral customer loyalty for Arabic luxury hotel customers

Shammout, Ahmad Bahjat

doi:10.1080/15256480.2018.1464420

Cited by 21 publications

(13 citation statements)

References 61 publications

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“…For instance, cruise operators can offer higher discounts, free services, and privileges onboard for repeat customers, which will increase the economic value [ 47 ]. These measurements can encourage customers to choose cruise trips by providing incentives for purchasing cruise service, build closer relationships with customers, and offering motivators for repurchasing [ 48 ]. Furthermore, the hedonic value will also be increased because customers can save money or time during cruise service delivery, and they will feel satisfied for receiving more rewards and be willing to continue the relationship with cruise operators according to the social exchange theory.…”

Section: Literature Reviewmentioning

confidence: 99%

Post COVID-19: Health crisis management for the cruise industry

Wang

et al. 2022

International Journal of Disaster Risk Reduction

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The cruise industry is gravely affected by the COVID-19 pandemic due to rising public health concerns. This study combines and examines health crisis management and marketing theories to address public health concerns and improve the usage of cruise services. Combining social exchange theory, customers' perceived value theory, and trust theory, a theoretical model is proposed. Survey data ( n = 376) are then collected through an online survey that is conducted on the Chinese tourism market. The finding shows that quality management, health management, social and communication strategies, and financial strategies contribute to customers' perceived value of cruise service. In addition, perceived value directly and indirectly influences customers' intention to use cruise service through trust in cruise company's pandemic management capability. This study expands the current literature on cruise crisis recovery and provides recommendation for policy and strategy formulation for the cruise industry to cope with the pandemic by focusing on public health concerns and psychology.

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Section: Literature Reviewmentioning

confidence: 99%

Post COVID-19: Health crisis management for the cruise industry

Wang

et al. 2022

International Journal of Disaster Risk Reduction

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“…The value delivered by service providers attached to the structural bond's perception, especially those developed through promotional strategies, concurrently contributes to corporate image. Thus, structural bonds can be developed by suggesting their respective solutions (Shammout, 2018;Lee and Han, 2019). Thus, it can be proven that structural bonds can generate a sense of belongingness towards the corporate image.…”

Section: Relationship Marketing and Corporate Imagementioning

confidence: 99%

Revisiting the corporate image through service quality and relationship marketing: an empirical evidence from Malaysian and Saudi Arabian Takaful customers

Rehman

Khan

Osman

et al. 2021

JIABR

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Purpose This study aims to test a proposed model based on a combination of the relationship marketing and service quality dimensions as predictors of corporate image and customer loyalty via corporate reputation in the Takaful context. More importantly, this study compares the Takaful operators’ services with the perceived service quality and the relationship marketing from the Malaysian and Saudi Arabian customers’ viewpoint. Design/methodology/approach A survey-based study was conducted through a questionnaire, and the data was collected from Takaful customers (362 Saudi Arabian and 350 Malaysian customers) through an online survey. Structural equation modelling is used to test the proposed model. Besides, the perception of Takaful customers between Saudi Arabia and Malaysia is compared through a multi-group analysis. Findings The results from the Malaysian context reveal that positive perceptions of service quality PAKSERV dimensions (personalization, reliability and tangibility) and positive perceptions of relationship marketing dimensions (Islamic ethical behaviour and structural bonds) have a significant influence on the corporate image. Alternatively, in the Saudi Arabian context, results have shown that the positive perceptions of service quality PAKSERV dimensions (assurance and reliability) of service quality and the positive perceptions of the relationship marketing dimensions (Islamic ethical behaviour, structural bonds and financial bonds) have a significant influence on the corporate image. The differences in both countries’ results can also enhance the corporate image on corporate reputation, merely in Malaysia. By contrast, corporate reputation is deemed a significant predictor of customer loyalty, represented as valid for both contexts. Research limitations/implications The proposed research model tested in Takaful Malaysian and Saudi Arabian can be replicated in other contexts – in terms of country and industry. Moreover, the current study reveals the crucial role of corporate image in forming corporate reputation. Future research could be focussed on the importance of other emotional or affective variables that may be involved in determining corporate reputation. Finally, future studies can be carried with another cultural perspective to have more diversified socio-economic implications. Practical implications It is suggested that Takaful operators from both Malaysia and Saudi Arabia need to put maximum effort towards customer loyalty by bringing both the dimensions of service quality and the relationship marketing in compliance with the principles of Islamic business transaction. The findings of the specific dimensions of service quality and relationship marketing will contribute to customers’ perceptions of corporate image and reputation in the Takaful industry. Originality/value The present study tested a blended facet of customer’s overall experience through service quality (PAKSERV) and customer service provider connectivity (relationship marketing) to predict the corporate image of the highly growing financial marketplace (Takaful). Contextually, this study contributes to delineating the factors (corporate reputation) affecting customer loyalty rather than a customer satisfaction tradition. Significantly, Saudi Arabia and Malaysia were chosen for this study, as they are currently the two fast-growing markets for Islamic financial services, especially with regards to the Takaful products and offerings.

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“…The highest level of relationship marketing is structural bonds because of having a strong relationship with customers (Nath and Mukherjee, 2012). Structural bonds are developed by proposing some solutions to customer problems (Shammout, 2018;Sheth and Parvatiyar, 2002) and offering value-added benefits as a competitive advantage (Berry, 1995) by their organizations. It is deemed necessary that structural bonds require an appreciation of what customers value.…”

Section: An Empirical Study On Tak Afulmentioning

confidence: 99%

Let’s get acquainted: an empirical study on takaful customer-service provider relationships from Saudi Arabian perspectives

Osman

Rehman

Din

et al. 2021

JIMA

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Purpose This study aims to examine a proposed model based on a combination of relationship marketing and service quality dimensions as a significant predictor of corporate image. More importantly, it attempts to identify whether corporate reputation mediates the relationship between and customer loyalty and corporate image in the takāful (Islamic insurance) context, from the viewpoint of Saudi Arabian customers. Design/methodology/approach An online survey was conducted through an adopted questionnaire from 362 family takāful policyholders from Saudi Arabia. Also, structural equation modelling was used to test the proposed model on the direct relationships of the related constructs, as well as the establishment of corporate reputation as a mediator concerning its relationship between corporate image and customer loyalty. Findings This study discovered that only two dimensions of service quality (i.e. reliability and assurance) and three aspects of relationship marketing (i.e. Islamic ethical behaviour, financial and structural bonds) have a significant impact on the corporate image of the takāful providers. This study further concluded that corporate reputation mediates the relationship between corporate image and customer loyalty. Research limitations/implications This study has presented and tested the perceived service quality using the PAKSERV model in the takāful (Islamic insurance) industry, particularly in the Saudi Arabian context. This research identified the dimensions of PAKSERV (i.e. reliability and assurance) that influence the corporate image and simultaneously, the aspects of relationship marketing (i.e. Islamic ethical behaviour, financial and structural bonds) are also connected to the corporate image. Corporate reputation acts as a mediator between the relationship of corporate image and customer loyalty. This study, nevertheless, only focused in the takāful industry alone, and these findings could also be tested for its validity to different services in other potential studies because of the diversity of the service industry. Originality/value The findings of this study highlight the specific components of PAKSERV measures in influencing the corporate image. Furthermore, relationship marketing addressing Islamic ethical behaviour, as well as the three facets of bonding – structural, financial and social bonds are also incorporated and connected to corporate image. Hence, this study will increase the understanding of the impact of service quality concerning the PAKSERV model and relationship marketing on corporate image, reputation and customer loyalty of the takāful operators in Saudi Arabia.

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An empirical investigation of relational bonds on attitudinal and behavioral customer loyalty for Arabic luxury hotel customers

Cited by 21 publications

References 61 publications

Post COVID-19: Health crisis management for the cruise industry

Post COVID-19: Health crisis management for the cruise industry

Revisiting the corporate image through service quality and relationship marketing: an empirical evidence from Malaysian and Saudi Arabian Takaful customers

Let’s get acquainted: an empirical study on takaful customer-service provider relationships from Saudi Arabian perspectives

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