Influence of Trust on Customer Engagement: Empirical Evidence From the Insurance Industry in Ghana

Agyei, James; Sun, Shijie; Abrokwah, Eugene; Penney, Emmanuel Kofi; Ofori-Boafo, Richmond

doi:10.1177/2158244019899104

Cited by 56 publications

(59 citation statements)

References 130 publications

Supporting

Mentioning

Contrasting

Unclassified

Order By: Relevance

“…Likewise, it is gradually being viewed as a capable driver of future firm performance (Harrigan et al, 2018;Hollebeek, 2012;Loureiro & Lopes, 2019;Rather, 2020). Several studies have confirmed the promising benefits of engaged customers, demonstrating these can show improved customer loyalty, trust, emotional ties, commitment, customer identification, customer experience, customer participation, and so on (Agyei et al, 2020;Brodie et al, 2013;Carvalho & Fernandes, 2018;Kaur et al, 2020;Prentice et al, 2019;Rather, 2020;Rather et al, 2019a;Solem, 2016). These can be critical to the realization of higher firm performance results such as growth in sales, brand referrals, enriched cocreative experiences, and superior profitability (Hollebeek et al, 2014;Loureiro & Lopes, 2019).…”

Section: Customer Engagementmentioning

confidence: 99%

Linking CSR and Customer Engagement: The Role of Customer-Brand Identification and Customer Satisfaction

et al. 2021

Self Cite

View full text Add to dashboard Cite

The study investigates how corporate social responsibility (CSR) impacts customer engagement and the mediating role of customer-brand identification and customer satisfaction. Survey data collected from 293 life insurance customers were analyzed using structural equation modeling. The findings reveal that CSR, customer-brand identification, and customer satisfaction are essential drivers of customer engagement. Furthermore, the findings show that CSR significantly influences customer-brand identification and customer satisfaction. The results also show that customer-brand identification and customer satisfaction play a key mediating effect in the relationship between CSR and customer engagement. The findings underscore the need for life insurance firms to consider CSR as a strategic instrument to stimulate and elicit favorable customer responses.

show abstract

Section: Customer Engagementmentioning

confidence: 99%

Linking CSR and Customer Engagement: The Role of Customer-Brand Identification and Customer Satisfaction

et al. 2021

Self Cite

View full text Add to dashboard Cite

show abstract

“…Al Abdulrazak and Gbadamosi (2017) also mentioned that trust was a crucial factor in building relationships with clients. It is defined as an individual’s belief in the credibility of others that can be determined by their competence, integrity, and benevolence (Agyei et al, 2020; Xie & Peng, 2009). According to Brown et al (2019), a relationship is established when both parties trust each other.…”

Section: Literature Review and Hypotheses Developmentmentioning

confidence: 99%

Do Relationship Marketing Constructs Enhance Consumer Retention? An Empirical Study Within the Hotel Industry

Salem

2021

Sage Open

View full text Add to dashboard Cite

The increasing growth of new hotels in the Malaysian domestic market indicates that the hospitality and tourism industry is growing rapidly. As a result, there will be high competition as customers can easily switch from one hotel to the other. Therefore, to maintain competition in the market, it is crucial for hotels to recognize the importance of conflict handling, trust, and customer commitment in maintaining good relationships with their customers. Hence, the objective of this study is to study, relationship marketing constructs such as conflict handling, trust, and commitment are evaluated based on their direct and indirect relationships with customer retention. Overall, 188 questionnaires were collected from hotel guests in Malaysia to evaluate the structural relationships between these constructs and the performance of the measurement model using SmartPLS 3.2.3. Moreover, the importance-performance map analysis (IPMA) was used to identify measures that could be utilized to enhance management activities. The research outcomes of this study indicated that customer retention is directly influenced by conflict handling, whereas customer engagement is directly affected by trust, conflict handling, and commitment. However, conflict handling, commitment, and trust indirectly affected customer retention via customer engagement. The IPMA also revealed several aspects to help decision-makers and managers prioritize their actions efficiently. The results of this study revealed that customer engagement and conflict handling had the highest effect, whereas commitment and customer engagement had the highest performance on customer retention in the hotel industry. Therefore, to maintain customer loyalty, it is recommended that hotel managers prioritize their customers’ complaints and resolve them effectively.

show abstract

“…Kalaiarasi and Mugunthan (2020) Proper communication channel in an organization required for successful CRM and more focus should give to solve top-level strategic management issues. Agyei et al (2020) Trust was a factor which profoundly affects customer engagement and customer loyalty. Xing and Devasia (2020) If an insurance company in Kuala Lumpur had customer-oriented strategies, then the rate of customer retention was high.…”

Section: Classification By Country-wise (Where the Research Was Done)mentioning

confidence: 99%

Customer Relationship Management Research from 2000 to 2020: An Academic Literature Review and Classification

Meena

Sahu

2021

Vision: The Journal of Business Perspective

View full text Add to dashboard Cite

This article aims to review the literature on customer relationship management (CRM) research. This review article analyses the trends in CRM research, popular research topics and tools used in studies. This study presents how CRM research developed over 21 years in terms of critical areas, type of studies, sources of papers, the origin of articles (country-wise distribution), type of data used, under-researched areas and popular researched areas. The study provides a broad classification and summarizes the last 21 years of CRM research in an organized way. For this review article, research papers were taken from January 2000 to June 2020, that is, 21 years. A total of 104 papers were selected from different journals and conferences. Findings show that most of the articles were published in the year 2009. A total of 95% of articles were published in journals, and 5% were conference papers—most of the CRM research done in the USA and the United Kingdom. Empirical papers were maximum in number, whereas case studies were least. Primary studies were more than secondary studies. In review papers, the maximum times CRM and electronic customer relationship management (E-CRM) were taken as a basis for reviewing. The further article has classifications within primary studies and review papers. It also presents the most frequently used keywords and variables in literature. The study will be useful for researchers, practitioners and academicians for further CRM research. This study also provides the classification within primary studies based on data collection tools used, sampling technique used, sampling country, industry, statistical tests and methods and software used, also it gives a brief view of keywords and variables used in a total of 104 papers. This article provides the first such review on keywords and variables, thus presenting the classification on a different basis, which none of the published research has presented.

show abstract

Influence of Trust on Customer Engagement: Empirical Evidence From the Insurance Industry in Ghana

Cited by 56 publications

References 130 publications

Linking CSR and Customer Engagement: The Role of Customer-Brand Identification and Customer Satisfaction

Linking CSR and Customer Engagement: The Role of Customer-Brand Identification and Customer Satisfaction

Do Relationship Marketing Constructs Enhance Consumer Retention? An Empirical Study Within the Hotel Industry

Customer Relationship Management Research from 2000 to 2020: An Academic Literature Review and Classification

Contact Info

Product

Resources

About