Role of gratitude and obligation in long term customer relationships

Dewani, Prem Prakash; Sinha, Piyush Kumar; Mathur, Sameer

doi:10.1016/j.jretconser.2016.01.005

Cited by 35 publications

(22 citation statements)

References 63 publications

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“…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%

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

Hayati¹,

Suroso²,

Suliyanto³

et al. 2020

10.5267/j.msl

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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.

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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

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“…Emotions, based on the literature on social psychology, guide the decision of individuals on social exchange (Bartlett & DeSteno, 2006). In particular, gratitude and obligation form the core of reciprocity and act as a focal point for the development and maintenance of interpersonal relationships (Dewani et al . , 2016).…”

Section: Authentic Leadership Gratitude and Employee Engagementmentioning

confidence: 99%

Improve Nurses’ Engagement of Public Sector Hospitals in pandemic of COVID-19 through Authentic Leadership: Mediating role of Moral Emotions and Moderating role of Perceived Coronavirus Threat

Malik

Khan

Mahmood³

et al. 2020

Preprint

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Background: The study highlighted the issue of the engagement of nurses in the public hospital sector.Objectives: The objective of the current study was to determine the impact of authentic leadership on the engagement of nurses in the mediating role of moral emotions. The perceived threat of coronavirus was considered to be a boundary condition of the relationship. DesignMethod: The study was conducted in accordance with the Positivism Research Philosophy Guidelines, followed by a deductive approach and data was collected through self-directed questionnaires. 134 responses were collected from nurses working in various public sector hospitals operating in twin cities in Pakistan, in particular public sector hospitals where coronavirus patients are being treated. There are 277,402 confirmed cases of Coronavirus, being treated in 11 designation hospitals in twin cities of Pakistan. Results: The result was produced with the help of Amos. Path diagrams for mediation and moderation hypotheses were obtained and interpreted accordingly. The results showed that compassionate individuals were selfless even in the Covid-19 pandemic. Elevation and gratitude as a moral emotion have a more serious effect on the perceived threat to coronavirus.Conclusion: In the current scenario, the organization should identify the nursing staff with full compassion as it has been identified that the compassionate individual performs his or her duties even in the worst situation or during the Covid-19 pandemic.What is already known about the topic?Authentic Leadership are having the potential to influence their followers through personal and organizational Identification and then effect their cognitions.What this paper adds:The current study add novelty and expanded the knowledge about authentic leadership and theory of authentic leadership since it add:· Perceived coronavirus threat as boundary condition· Moral Emotions· Engagement

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“…Bock et al (2016) identify the importance of supportive employee-customer interactions as facilitators of gratitude's positive impact on relational behaviours. In the consumer context, scholars have discovered that gratitude is a driver of purchase intention (Palmatier et al 2009;Soscia 2007;Simon et al 2015;Dewani et al 2016), sales growth (Palmatier et al 2009), loyalty (Bock et al 2015;Dewani et al 2016), positive wordof-mouth communication (Raggio et al 2014;Soscia 2007) and willingness to pay (Morales 2005). Whilst only positive word-of-mouth may be appropriate in the context of media-practice education, the range of outcomes indicates the potential power of gratitude.…”

Section: Gratitude and Relational Exchanges: Drivers And Outcomesmentioning

confidence: 99%