Relationship quality as an antecedent of customer relationship proneness: A cross-cultural study between Spain and Mexico

Olavarría-Jaraba, Ana; Cambra‐Fierro, Jesús; Centeno, Edgar; Vázquez‐Carrasco, Rosario

doi:10.1016/j.jretconser.2018.01.011

Cited by 40 publications

(22 citation statements)

References 82 publications

Supporting

Mentioning

Contrasting

Unclassified

Order By: Relevance

“…Customer retention will be enhanced with relationship marketing established on a long-term basis (Wang & Head, 2005). Company will benefit from strong relationship between customer and company, in which the company will acquire very valuable information of how to best serve customers and to prevent customers from shifting to competitor (Nyadzayo & Khajehzadeh, 2016;Olavarría-Jaraba, Cambra-Fierro, Centeno, & Vázquez-Carrasco, 2018). Company and customer will mutually benefit from good relationship (Dewani, Sinha, & Mathur, 2016;Olavarría-Jaraba et al, 2018).…”

Section: Customer Relationshipmentioning

confidence: 99%

“…Company will benefit from strong relationship between customer and company, in which the company will acquire very valuable information of how to best serve customers and to prevent customers from shifting to competitor (Nyadzayo & Khajehzadeh, 2016;Olavarría-Jaraba, Cambra-Fierro, Centeno, & Vázquez-Carrasco, 2018). Company and customer will mutually benefit from good relationship (Dewani, Sinha, & Mathur, 2016;Olavarría-Jaraba et al, 2018). The relationship marketing concept is useful in developing new definition of concept such as relationship quality, which is the appropriateness level of relationship to fulfill the needs of customers who are related to the relationship (Hennig-Thurau & Klee, 1997).…”

Section: Customer Relationshipmentioning

confidence: 99%

See 1 more Smart Citation

Customer satisfaction as a mediation between micro banking image, customer relationship and customer loyalty

Hayati¹,

Suroso²,

Suliyanto³

et al. 2020

10.5267/j.msl

View full text Add to dashboard Cite

The purpose of this article is to build a consumer loyalty model by considering consumer satisfaction as a mediating variable between the image of micro banking and consumer relations with consumer loyalty. Design/methodology/approach of this article is a research on micro banking customers. The survey was conducted on 100 micro banking customers. The research shows that company image positively influences customer satisfaction and customer loyalty. Customer relationship positively influences micro banking company image, customer satisfaction and customer loyalty. In addition, customer satisfaction influences customer loyalty. Moreover, customer satisfaction cannot be used as a mediation variable between micro banking company image and relationship with customer. Practical implications of this research is that consumer loyalty could be enhanced by strengthening the image of micro banking companies, strengthening consumer relations and maintaining customer satisfaction. This research is important to identify the image of micro banking and consumer relations and their relationship with customer satisfaction and consumer loyalty, since the strength of micro-enterprises lies in the ability to build image and proximity to consumers. This is important because of the limited ability of micro banking companies to advertise heavily on various advertising media.

show abstract

Section: Customer Relationshipmentioning

confidence: 99%

Section: Customer Relationshipmentioning

confidence: 99%

Customer satisfaction as a mediation between micro banking image, customer relationship and customer loyalty

Hayati¹,

Suroso²,

Suliyanto³

et al. 2020

10.5267/j.msl

View full text Add to dashboard Cite

show abstract

“…With the rise of Internet services, some researchers have studied the reputation of online platforms. Olavarria-Jaraba et al ( 2018 ) think that because of the lack of sound network supervision and social credit systems, if the default of a borrower is not curbed in time, the reputation risk of an online platform will increase. A good reputation is not only the precondition for P2P to charge higher service fees but also an effective incentive to improve the service level of fund lending and establish and maintain the reputation of an online platform (He et al, 2018 ; Olavarria-Jaraba et al, 2018 ).…”

Section: Literature Review and Research Hypothesismentioning

confidence: 99%

“…An OTA is a kind of intermediary that provides online consultation, comment, and reservation services based on an Internet platform, and it is also an online platform. With the rise in the number of Internet services, some researchers, such as Li ( 2014 ), Zhao and Wang ( 2012 ), and Olavarria-Jaraba et al ( 2018 ), have studied the reputation of online platforms. In the service recovery scenario, whether the corporate reputation of OTAs will play a moderating role among some variables still lacks discussion.…”

Section: Introductionmentioning

confidence: 99%

The Impacts of Perceived Risk and Negative Emotions on the Service Recovery Effect for Online Travel Agencies: The Moderating Role of Corporate Reputation

Wei

2021

Front. Psychol.

View full text Add to dashboard Cite

This study explores the impact mechanism of perceived risk and negative emotions on the service recovery effect of an online travel agency (OTA) through a scenario experiment. The results show that: perceived risk has positive and negative impacts on negative emotions and service recovery satisfaction, negative emotions have a negative impact on service recovery satisfaction, and corporate reputation plays a positive moderating role in the relationship between perceived risk and service recovery satisfaction. This study is helpful to better explain the impact mechanism of the service recovery effect of OTAs, and to provide a theoretical reference for improving the service recovery effect of OTAs.

show abstract

“…One of the dimensions of customer experience which is identical to the tangible dimension refers to the physical environment [6], with the concept of a contemporary, open and modern branch office to provide customers with a positive emotional perception of the customer experience quality [7].…”

Section: Environmentmentioning

confidence: 99%

Customer Experience on Islamic Banking Digital Branch in Indonesia

Luqmansyah¹,

Hati²

2021

Proceedings of the International Conference on Business and Engineering Management (ICONBEM 2021)

View full text Add to dashboard Cite

As a country with the largest Muslim population in the world, Islamic banking in Indonesia also contributes to the national banking industry, although its market share is still limited. This requires Islamic banking to better understand the needs of its customers. One of the business process transformations carried out by banking today is changing traditional operational services to digital-based operational services. The first Islamic bank that carries the concept of Digital Branch is Mandiri Syariah. The purpose of this study was to determine the effect of customer experience on attitudes towards Islamic banking and contemporary marketing concepts such as customer satisfaction and loyalty. This study uses the online questionnaire for customers who make transactions at Digital Branch. With 25 research question items, this study managed to collect 252 service user respondents at three Digital Branch outlets. Data analysis using the PLS-SEM method, and the result is customer experience has a positive and significant effect on attitudes towards Islamic banking as well as customer satisfaction and loyalty. The study implies how frontline personnel factors most influence customer experience and customer experience has the greatest influence on attitude toward Islamic banking compared to satisfaction and loyalty on Islamic Bank Digital Branch in Indonesia. Most of them have the expectation of having a customer experience in accordance with sharia values which is expected to be better than conventional banking.

show abstract

Relationship quality as an antecedent of customer relationship proneness: A cross-cultural study between Spain and Mexico

Cited by 40 publications

References 82 publications

Customer satisfaction as a mediation between micro banking image, customer relationship and customer loyalty

Customer satisfaction as a mediation between micro banking image, customer relationship and customer loyalty

The Impacts of Perceived Risk and Negative Emotions on the Service Recovery Effect for Online Travel Agencies: The Moderating Role of Corporate Reputation

Customer Experience on Islamic Banking Digital Branch in Indonesia

Contact Info

Product

Resources

About