Quantitative models for sustainable supply chain management: Developments and directions

http://www.isihome.ir/freearticle/ISIHome.ir-22070.pdf

The effects of relationship quality and switching barriers on customer loyalty

Product and relationship quality influence on customer commitment and loyalty in B2B manufacturing relationships

Purpose – The aim of this paper is to present a taxonomy of available literature on the relation of sustainability performance and firm performance, and to provide a path for future research for this field of study.Design/methodology/approach – Research papers were collected on sustainability performance assessment from various journals available at different online databases. The unit of evaluation was a full paper published in one of the relevant journals. Papers were classified in different categories and tabulated under various classes. A total of 101 research paper sources were studied and assessed in terms of nature of research, level of analysis, and application.Findings – The review reveals that most of the research in the field of sustainability performance and firm performance association, analyzed this relationship in developed countries. The result differs in various cultural and economic contexts and there is no universally accepted direction of this relationship. Contribution of research has...

Corporate sustainability performance and firm performance research: Literature review and future research agenda

Buyer–supplier relationships involve dyadic interactions, but there is a dearth of empirical dyadic analysis of these relationships. While relationships with a power balance between partners do exist, relationships typically occur in the context of power asymmetry. This study examines how perceptions of power use and prevailing relationship quality in dyadic relationships characterized by substantial power asymmetry affect behavioral and operational outcomes. Hierarchical regression is used to analyze data from a dyadic survey of relationships of a brand-name buying organization and its suppliers. Results indicate that power use affects partner behavior and operational performance, but the nature of the relationship dictates which power sources are most appropriate. In addition, the mediation effect of power imbalance shows that both relational and transactional factors can play an important role in supply chain exchanges.

/pdf/power-asymmetry-adaptation-and-collaboration-in-dyadic-2bh7vhld7r.pdf

Power asymmetry, adaptation, and collaboration in dyadic relationships involving a powerful partner

Purpose – In today's highly competitive environment losing customers is very costly. Customer retention and loyalty have become possible through the development of long‐term, mutually beneficial relationships with customers. This paper seeks to critically review the literature on relationship quality (RQ) and to suggest avenues for further research.Design/methodology/approach – Data were collected with impartial cross‐referencing of papers published in all major journals in the marketing area. Papers are presented in tabulated form based on six rigorously cross‐checked categories of information.Findings – Most RQ research centres on business‐to‐business (b‐to‐b) markets and products use survey data, look at relationships from the customer perspective and analyse either the US or European markets. Also, results differ in various contexts and there is no universally accepted framework for RQ. By analysing the different variables used in previous studies, a general conceptual framework is provided for the st...

Relationship quality: a critical literature review and research agenda

Purpose – The purpose of this paper is to extend the well-established nomological network of service quality-relationship quality-customer loyalty by introducing service fairness – a distinct service evaluation concept. Specifically, the study aims to investigate the impact of service fairness on relationship quality as a complementary to service quality driver, and the direct and indirect effect of service fairness on customer loyalty in the presence of service quality and relationship quality in a no failure/recovery effort service context. Design/methodology/approach – A telephone survey of a random sample of 408 customers of auto repair and maintenance services was implemented using a structured questionnaire with established scales. Data were analyzed with partial least squares path methodology, a structural equation modeling methodology. Findings – Interactional fairness is the most important formative determinant of customers’ overall fairness perception, followed by procedural and distributive fai...

The role of service fairness in the service quality – relationship quality – customer loyalty chain

Consumer-brand relationships and brand loyalty in technology-mediated services

The purpose of this paper is to investigate which of four well-established theoretical models (i.e. technology acceptance model, theory of planned behavior, unified theory of acceptance and use of technology, decomposed theory of planned behavior (DTPB)) best explains potential users’ behavioral intentions to adopt mobile banking (MB) services.,Drawing on data from 931 potential users in Greece, the structural equation modeling method was used to examine and compare the four models in goodness-of-fit, explanatory power and statistical significance of path coefficients.,Results indicate that the best model is an extension of the DTPB with perceived risk (PR). Customers’ attitude, determined by three rationally-evaluated MB attributes (usefulness, easiness and compatibility), is the main driver of consumers’ intentions to adopt MB services. Additionally, consumers’ perceptions of availability of knowledge, resources and opportunities necessary for using the service, and the pressure of interpersonal and external social contexts toward the use of MB are the other two, less important, adoption drivers. Finally, PR negatively affects attitude formation and inhibits willingness to use MB services.,Findings can help marketers of financial institutions to select the more parsimonious model to develop appropriate marketing strategies to increase adoption rates of MB services.,This is the first study that compares the performance of four well-known innovation adoption models to explain consumers’ behavior in the MB context.

Adoption of mobile banking services: A comparative analysis of four competing theoretical models

In today’s highly competitive environment, the survival/prosperity of e-tailers depends on their ability to provide excellent services to their customers establish successful relationships with them and gain their loyalty. This study empirically tests a model of the determinants of customer loyalty in an e-tailing context. More specifically, e-service quality dimensions and their relationship to e-satisfaction and e-trust, and determine the relevant impact of e-satisfaction and e-trust on e-loyalty are investigated. The analysis of data collected from 451 customers of consumer electronics e-tailers in Greece indicated that: 1) e-loyalty is positively affected by e-satisfaction and e-trust; 2) e-service quality dimensions of reliability/efficiency; privacy/security and ease of use/usability are shown to be antecedents of both e-satisfaction and e-trust; 3) e-satisfaction mediates the relationship between the other three e-service quality dimensions, namely information quality/benefits, responsiveness, and web design and e-trust. Finally, several managerial implications are discussed and further research directions are provided.

Pinelopi Athanasopoulou

Papers

Relationship quality: a critical literature review and research agenda

The role of service fairness in the service quality – relationship quality – customer loyalty chain

Consumer-brand relationships and brand loyalty in technology-mediated services

Adoption of mobile banking services: A comparative analysis of four competing theoretical models

Gaining customer loyalty in the e-tailing marketplace: the role of e-service quality, e-satisfaction and e-trust