Commitment In Context Research Articles

A Case Study of Customer Relationship Management in J&K Grameen Bank Samba of J&K

This study aims at making contribution to the literature on understanding the relationship between customer relationship management, customer satisfaction and customer loyalty in context to J&K Grameen Bank. This study attempts to investigate the dimensions of customer relationship management (CRM) and Customer satisfaction (CS) that influence customer loyalty (CL). Today the banking sector is making significant contribution to the economic development and redefining the consumption habits of Indians. The constantly changing consumer attitudes and buying behavior is making it difficult for bankers and service providers to take their customers for granted. The highly demanding and knowledgeable consumers are compelling banks to stock a huge product range, offer attractive discounts, in an aesthetically set up environment and so on- all in the hope of having a loyal customer base. But high lead times, seasonal fluctuations, evolving consumer preferences are some of the issues creating a stiff completion in the business environment. So, banks and service providers have realized that it is very essential to work towards getting into customer relationship management programmes. For this, banks and service providers are working out ways to understand the opportunity and having preferences of individual customers that chart out strategies and programs so as to develop a base of loyal customers who will patronize the banks and service providers frequently. The study is based on descriptive and exploratory style using primary data.

IMPACT OF TRUST, SATISFACTION AND SERVICE QUALITY ON CUSTOMER LOYALTY: A STUDY OF PAKISTAN’S HOTEL SECTOR

In today’s competitive market place attaining customer loyalty has become very crucial. In order to achieve success, growth, and sustainability for any business it is very essential to meet the expectations of the customer. The improvement of quality in the context of both the services and goods results in the customers being loyal. Trust, Satisfaction and service quality are recognized to be crucial factors that encourage the customers to make repeated purchases or avail themselves of the services from a particular sector repeatedly. How the firm builds trust in the minds of customers, the service quality it provides, and how it satisfies its users has become a significant subject matter. Competitive advantage can be adequately achieved due to the vast expansion observed in hotel services. Hotel managers are training their staff to adequately deal with their visitors providing them excellent services in order to obtain customer loyalty and spread positive words about their services in the marketplace through that loyal ones. The primary objective behind conducting this study is to examine the impact of the most commonly used factors that are Trust, Satisfaction, and Service Quality on Customer Loyalty in Pakistan’s Hotel Sector. This study was further narrowed down to four renowned hotels (Pearl Continental, Awari, Movenpick, and Ramada) that are being found in the metropolitan cities of Pakistan. A theoretical framework was established to inspect the relationship between the three aforementioned factors and customer loyalty. The data for this research was catered from 384 respondents residing in the cities of Karachi, Islamabad, or Lahore via online questionnaires developed through Google docs because of the current pandemic situation. 7 points Likert scale for both independent and dependent variables were adapted from previous research to develop the questionnaires for the current research. The data collected was tested by incorporating SPSS (Statistical Package for Social Sciences) software and tests such as reliability, validity, correlation, and regression of variables were run to draw conclusions. The findings posit that Satisfaction and Service Quality has a significant impact on Customer Loyalty in context to Pakistan’s Hoteling Industry. The results disclosed has significance in both theoretical and practical means. This research will develop a better understanding of all the three factors namely Trust, Satisfaction, and Service Quality for Hotel Managers, and contribute towards extending the literature. Also, the outcomes of this study will provide better insights to the marketers about different tactics and the importance of Trust, Service Quality, and Satisfaction, which they can utilize for their business in order to obtain customer loyalty, involvement, and a competitive position in the market.

Digital love – inviting doubt into the relationship: the duality of digitalization effects on business relationships

PurposeThis study aims to hypothesize that the implementation of information technology (IT) in industrial business relationships entails both positive and negative effects for the relationship’s continuation. The purpose is to study the digitalization of business relationships with a focus on effects on commitment in context with uncertainty and cooperation.Design/methodology/approachHypotheses are tested with data from 353 customer relationships in the industrial market. The model suggests the impact of IT on business relationship commitment.FindingsThe results show that IT use in industrial relationships has a direct impact on commitment, as well as an indirect effect via uncertainty and cooperation, which both can increase as a result of IT use. When IT use increases uncertainty, it negatively impacts commitment, and when it increases cooperation, the effect on commitment is positive.Research limitations/implicationsIT use in industrial relationships has a direct impact on commitment, as well as an indirect effect via uncertainty and cooperation, which both can increase as a result of IT use. When IT use increases uncertainty, it negatively impacts commitment, and when it increases cooperation, the effect on commitment is positive.Practical implicationsAwareness of the effect of IT use and the factors involved entails working with cooperative activities to counteract the negative impact there may be if the IT leads to increased uncertainty. Companies need to have knowledge regarding the effect of IT use in each of their business relationships to manage them according to their given situation.Originality/valueThis study contributes to industrial marketing by demonstrating that digitalization can increase uncertainty and cooperation (differently), and they have different effects on commitment, thus that there is a “bright,” as well as “dark” side to it, evident in the business relationship dynamics.

The impact of positive emotional experiences on eWOM generation and loyalty

PurposeThe purpose of this paper is to examine the role that positive emotional experiences play in the generation of electronic word-of-mouth (eWOM) and the influence both variables have, together with customer satisfaction and brand reputation, on customer loyalty in the context of hospitality services.Design/methodology/approachAn online survey has been conducted including customers of an important hotel chain in the holiday up-market segment. The study sample is composed of 878 customers from Germany and the UK. The model has been tested using partial least squares technique.FindingsResults indicate that positive emotional experiences have a positive effect on satisfaction, eWOM generation and company reputation. This study identifies the provision of emotional experiences as a powerful generator of positive eWOM in the hospitality context and it states that customer satisfaction, in itself, does not guarantee positive eWOM generation.Practical implicationsDesigning unique, tailor-made, memorable experiences can become a key element to increase loyalty and, particularly, to foster the generation of recommendations, that is positive eWOM, in the hotel industry.Originality/valueThe study makes a contribution on the antecedents of customer satisfaction, eWOM engagement and loyalty in the specific context of hotel services.

Putting Escalation of Commitment in Context: A Multilevel Review and Analysis

Organizations, and the groups and individuals within them, sometimes face the thorny dilemma of whether or not to continue failing courses of action. Escalation of commitment describes the tendency...

Exploring the experiential and sociodemographic drivers of satisfaction and loyalty in the theme park context

Abstract This study attempts to identify the drivers of satisfaction and loyalty in the context of theme parks. Drivers examined included Schmitt's (1999, 2003) experiential consumption dimensions of SENSE, FEEL, THINK, RELATE, and ACT, sociodemographic characteristics, and past visit behavior. Data were gathered from an online survey of 371 US residents who had visited at least one theme park in the previous 12 months. Results show that overnight visitors who experienced the FEEL dimension of experiential consumption and perceived their visit as a good value for money were more likely to be satisfied with their visit than those who felt otherwise. In addition, visitors’ overnight stay at the theme park's destination, their number of past visits, and their FEEL experience were the primary drivers of their likelihood to return (loyalty). Theoretical, managerial and methodological implications regarding visitor experience in theme parks are discussed.

‘from education, from duty, and from principle’: Irish Catholic loyalty in context, 1829-1874

The passage of the Emancipation Act in 1829 presented an opportunity for Catholics to reimagine their loyalty as equal subjects for the first time under the union between Great Britain and Ireland. This article explores the way Catholic loyalty was conceived in the decades that followed the act of 1829 through to the mid 1870s, when there was renewed focus on the civil allegiance of Catholics following the declaration of Papal infallibility. Historians are increasingly exploring a range of social, political and religious identities in nineteenth century Ireland, beyond the rigid binary paradigm of Catholic nationalisms and Protestant loyalisms that has dominated Irish historiography. However, Catholic loyalty in particular remains an anachronism and lacks sufficient conceptual clarity. Our understanding of a specifically Catholic variant of loyalty and its public and associational expression, beyond a number of biographical studies of relatively unique individuals, remains limited. By providing an exposition of episodes in the history of Catholic loyalty in the early and mid-Victorian years this article illuminates the phenomenon. It demonstrates that Irish Catholic loyalty took on different expressive forms, which were dependent on the individuals proclaiming their loyalty, their relationship to the objects of their loyalty, and its reception by the British state and Protestant establishment.

Perceived Organizational Justice and Work Related Outcomes: An Empirical study of the Egyptian Public Banks

The purpose of this study is to identify how bank employees perceive the fairness of organizational systems and how the issue of fairness affects the employees’ attitudes and behaviors. This study examines the relationships between the four dimensions of organizational justice (distributive, procedural, interpersonal, and informational) and selected work-related outcomes, namely, job satisfaction and organizational commitment in the context of the Egyptian public commercial banks. The theoretical model is validated in a single cross-sectional empirical study of 207 participants. The data are analyzed using structural equation modeling to test the 9 hypotheses, derived from the research model, of which only 6 are supported. The results indicate that job satisfaction is positively influenced by distributive, interpersonal, and informational justice, while procedural justice does not show any significant association. Moreover, it is found that interpersonal justice is a better predictor of organizational commitment compared to procedural justice, while distributive justice and informational justice have no significant effect. These findings contribute to a better understanding of how each dimension of organizational justice differentially affect the employees’ level of satisfaction and commitment in the banking context. This study also indicates empirical evidence that the employees’ job satisfaction mediates the relationship between organizational justice and organizational commitment. This study provides guidelines to help the public sector banks managers understand how to increase the employees’ job satisfaction and their organizational commitment.

“Self‐promotion”: How regulatory focus affects the pursuit of self‐interest at the expense of the group

AbstractSelf‐interested behavior may have positive consequences for individual group‐members, but also negatively affects the outcomes of the group when group‐level and individual‐level interests are misaligned. In two studies, we examined such self‐interested, group‐undermining behavior from the perspective of regulatory focus theory. We predicted that when individual and group interests are out of alignment, individuals under promotion focus would be more likely than individuals under prevention focus to pursue individual success at the expense of their group. Two studies provided support for this prediction. Promotion oriented individuals were more willing to act in their self‐interest (at the expense of their group) than individuals under prevention focus when self‐interested goals were not compatible with cooperation. No effect of regulatory focus on group loyalty was found when cooperation formed the only viable route to individual success. We discuss how these findings extend our understanding of the role of regulatory focus in social situations and of the practice of ensuring loyalty in contexts where individual and group goals are misaligned while cooperation is an important part of group success.

Assessment of the Goodness of Measure of Union Commitment: A Factorial Validation in Sri Lankan Context

Union commitment has received substantial attention of researchers over the past years. However, it seems that some issues related to the measurement of union commitment are still remained debatable. The dimensions or the factor structure and their relative significance are such critical issues. The present study examined the goodness of measure of union commitment in the Sri Lankan context. It was found that a three factor model of union commitment is held valid with significant level of reliability. These factors or dimensions were union loyalty, union responsibility and union beliefs. Further, ten, out of eleven items of the tested instrument were found to be relevant for measuring union commitment in the context of Sri Lanka. Sri Lanka Journal of Advanced Social Studies, Vol 2:No. 2, July – December 2012; Page 57-70 DOI: http://dx.doi.org/10.4038/sljass.v2i2.6207

Employee commitment in context: The nature and implication of commitment profiles

It is well established that employee commitment can take different forms (e.g., affective, normative, and continuance), yet it is only recently that theory has been advanced to explain how these different forms combine to influence behavior (Meyer & Herscovitch, 2001). We tested this theory with data from employees in three human services organizations (N = 403). Using latent profile analyses, we identified six distinct profile groups and found that they differed on measures of need satisfaction, regulation, affect, engagement, organizational citizenship behavior, and well-being. The observed differences are consistent with the notion that a commitment profile provides a context that determines how the individual components are experienced (Gellatly, Meyer, & Luchak, 2006). We discuss the theoretical and practical implications of this context effect.

Project Commitment in the Context of Information Security

This research investigates the role of project commitment in the context of information systems security. In doing so, the research adopts a psychological point of view by exploring and discussing the concept of project commitment in setting information security goals. Information security can be viewed as the efficient control of uncertainty arising from malicious acts intended to exploit valuable assets, and in the context of information systems the valuable assets under consideration are data. Data were collected by using an interpretive approach through in-depth interviews and observation within a single case study in Greece. The contribution of this research to interpretive information-systems consists of the study of project commitment and goal theory in an information security-management context, and its grounding within an interpretive epistemology. Ultimately, this research promotes an interdisciplinary and interorganizational theory that fosters a dialogue transcending industry-specific contexts and explores different management practices that can improve security project commitment and management in its real life context.

Involvement, satisfaction, and brand loyalty in a small business services setting

Considerable resources are expended annually on building business brands, yet the literature is virtually silent on brand loyalty in a business setting. This study examines the relationship between attitudinal loyalty and behavioral loyalty in a business services context, and attempts to identify two key antecedents of loyalty in this context. In particular, little is known about small businesses as customers, despite their significant contribution to the economies of developed nations. A longitudinal design is implemented, and data are captured on both attitudinal loyalty and subsequent loyalty behaviors (i.e., actual purchase behavior). The findings demonstrate the value of conceptualizing and measuring both attitudinal and behavioral components of brand loyalty. Specifically, the results indicate that attitudinal loyalty mediates the effects of the antecedents studied (category involvement and purchase satisfaction) on behavioral loyalty. Implications for marketing theory and practitioners are discussed, and possible directions for future research are sketched.

Brecht and Ionesco: Commitment in Context by Julian H. Wulbern (review)

Brecht and Ionesco: Commitment in Context by Julian H. Wulbern (review)