Commitment Scores Research Articles

고객 로열티 스코어 모델 개발

고객 로열티 스코어 모델 개발

The impact of satisfaction and image on loyalty: the case of Alpine ski resorts

PurposeCustomer satisfaction is seen to be one of the main determinants of loyalty. However, the relationship between customer satisfaction and loyalty does not seem to be linear, many researchers have reported doubts about the predictability of loyalty solely due to customer satisfaction ratings which ignore image as predictor of loyalty. This paper aims to address the issues.Design/methodology/approachThe authors report a study of ski resorts where they first established a causal model of customer satisfaction and image predicting customer loyalty, and then map the scores in a four‐fields‐grid. Additionally the authors conducted a moderator analysis to assess the relative importance of image and satisfaction for loyalty intentions between two different groups (first‐time‐visitors, and regular guests).FindingsThe results show that those ski resorts with the highest satisfaction ratings and the highest image ratings have the highest loyalty scores. Among first‐time‐visitors overall satisfaction is more important than image, with increasing number of repeat visits the importance of overall satisfaction declines and that of image relatively augments.Practical implicationsBesides measuring customer satisfaction, managers must assess also image ratings in order to get a realistic view of the loyalty intentions of their customer base. The scores can than be mapped together with the ratings of other ski resorts, and serve as a benchmark study.Originality/valueSecond order analysis of image (comprising three different dimensions), the image‐satisfaction‐grid, moderating effect of experience to relative importance of satisfaction and image on loyalty.

Predictors of career commitment and job performance of Jordanian nurses

Few studies focused on nurses' career commitment and nurses' job performance. This research aimed at studying variables of nurses' career commitment and job performance, and assessing the relationship between the two concepts as well as their predictors. A survey was used to collect data from a convenient sample of 640 Registered Nurses employed in 24 hospitals. Nurses 'agreed' to be committed to their careers and they were performing their jobs 'well'. As a part of career commitment, nurses were willing to be involved, in their own time, in projects that would benefit patient care. The highest and lowest means of nurses' job performance were reported for the following aspects: leadership, critical care, teaching/collaboration, planning/evaluation, interpersonal relations/communications and professional development. Correlating of total scores of nurses' career commitment and job performance revealed the presence of a significant and positive relationship between the two concepts. Stepwise regression models revealed that the explained variance in nurses' career commitment was 23.9% and that in nurses' job performance was 29.9%. Nurse managers should promote nursing as a career and they should develop and implement various strategies to increase nurses' career commitment and nurses' job performance. These strategies should focus on nurse retention, staff development and quality of care. Nurses' career commitment and job performance are inter-related complex concepts that require further studies to understand, promote and maintain these positive factors in work environments.

Nurses' career commitment and job performance: differences between intensive care units and wards

Few studies explore the concepts of nurses' career commitment and job performance. This study aimed to address this by using a survey method. A convenient sample of 640 registered nurses was obtained, with a response rate of 58.1%. All nurses in the sample `agreed' to keep committed to their careers and they felt that they were performing `well' their jobs. There were some significant differences between responses from intensive care units and wards in terms of demographics, career commitment and job performance. The correlation of total scores of nurses' career commitment and job performance indicated a significant and positive relationship. For increased career commitment and improved job performance, nurses need to be offered various professional development opportunities.

Career Commitment and Job Performance of Jordanian Nurses

Career commitment and job performance are complex phenomena that have received little attention in nursing research. A survey was used to assess nurses' career commitment and job performance, and the relationship between the two concepts. Predictors of nurses' career commitment and job performance were also studied. A convenience sample of 640 Jordanian registered nurses was recruited from 24 teaching, governmental, and private hospitals. Nurses "agreed" on the majority of statements about career commitment, and they reported performing "well" their jobs. Using total scores, nurses were equal in their career commitment but they were different in their job performance; the highest mean was scored for nurses in private hospitals. Using the individual items of subscales, nurses were willing to be involved, on their own time, in projects that would benefit patient care. The correlation of the total scores of nurses' career commitment and job performance revealed the presence of a significant and positive relationship (r = .457). Nurses' job performance, gender, and marital status were the best predictors of nurses' career commitment: they explained 21.8% of variance of nurses' career commitment. Nurses' career commitment, time commitment, marital status, and years of experience in nursing were the best predictors of nurses' job performance: they explained 25.6% of variance of nurses' job performance. The lowest reported means of nurses' job performance require managerial interventions.

An empirical model for brand loyalty measurement

This study attempts to develop the empirical model for measuring brand loyalty in English newspapers. The model has been developed by using factor analysis, multiple regression analysis and the analytical hierarchy process (AHP) model. It describes the results of a survey of 180 respondents in three dominant cities of India. The work focuses on the factors that influence loyalty. The model has been built based on the factors found which influence loyalty. The study also examines the loyalty behaviour of customers, especially from an Indian perspective, and measures the brand loyalty score of three major English newspapers by using the developed model, concluding with suggestions for mounting high loyalty among customers.

Professional Commitment in RN-BSN and Basic BSN Students

This program evaluation study compared the outcome of professional commitment in RN-BSN, full-time basic, and part-time basic nursing students using the Health Care Professional Attitude Inventory. Students' responses did not differ on a pretest during the first course of the nursing major. Posttest professional commitment scores differed significantly. Faculty reviewed student performance and considered revising the evaluation plan of the undergraduate nursing program.

Can a brand outperform competitors on cross‐category loyalty? An examination of cross‐selling metrics in two financial services markets

PurposeMany service organisations seek to grow by selling additional different products to their existing customers. Many managers are evaluated on the level of customer loyalty in terms of cross‐product holdings – for example, the average number of bank products or insurance policies held per customer. The purpose of this paper is to provide managers and researchers with some contextual knowledge and norms concerning “cross‐category” loyalty.Design/methodology/approachIn order to compare the levels of loyalty for competing brands, five relevant loyalty metrics were used in the analysis, with data sourced from two service industries, banking and insurance.FindingsThe results show little variation in loyalty scores between competing brands, and what variation there is can be explained by historic factors, without reference to CRM strategies. This suggests that investments into CRM and cross‐selling initiatives seem to have less effect on loyalty metrics than many marketing textbooks and CRM advocates have assumed.Practical implicationsMarketers should be very cautious of setting ambitious goals for increasing loyalty to their brand at a cross‐category level.Originality/valueVery few research papers have explored the issue of cross‐category loyalty. This is despite the value of the specific loyalty metrics as key performance indicators in service industries such as banking and insurance.

The Effects of Employee Attitudes on Workplace Charitable Donations

ABSTRACT The objectives of this paper are to examine the effects of employee attitudes toward the employer on workplace monetary donations at two levels: (1) to see if there is a significant difference between the attitudes of employees who make workplace contributions and those who do not; and (2) to examine whether awareness of employer charitable contributions moderate the relationship between employee attitudes and donating behavior. Employee attitudes include organizational commitment and job satisfaction. The research questions are examined in the context of workplace contributions made to a regional branch of United Way. The results indicate that organizational commitment scores exhibited by employees who made workplace contributions, and who were aware that their employer was also making corporate donations were significantly higher than the commitment for employees who did not make workplace contributions. No significant relationships were found for job satisfaction.

The Value of Different Customer Satisfaction and Loyalty Metrics in Predicting Business Performance

Managers commonly use customer feedback data to set goals and monitor performance on metrics such as “Top 2 Box” customer satisfaction scores and “intention-to-repurchase” loyalty scores. However, analysts have advocated a number of different customer feedback metrics including average customer satisfaction scores and the number of “net promoters” among a firm’s customers. We empirically examine which commonly used and widely advocated customer feedback metrics are most valuable in predicting future business performance. Using American Customer Satisfaction Index data, we assess the linkages between six different satisfaction and loyalty metrics and COMPUSTAT and CRSP data-based measures of different dimensions of firms’ business performance over the period 1994–2000. Our results indicate that average satisfaction scores have the greatest value in predicting future business performance and that Top 2 Box satisfaction scores also have good predictive value. We also find that while repurchase likelihood and proportion of customers complaining have some predictive value depending on the specific dimension of business performance, metrics based on recommendation intentions (net promoters) and behavior (average number of recommendations) have little or no predictive value. Our results clearly indicate that recent prescriptions to focus customer feedback systems and metrics solely on customers’ recommendation intentions and behaviors are misguided.

Do Master’s in Social Work Programs Teach Empirically Supported Interventions? A Survey of Deans and Directors

Objective: A questionnaire to examine efforts toward the teaching of empirically supported interventions (ESI) was mailed to the 165 deans and directors of Council on Social Work Education-accredited Master’s in social work (MSW) programs; 66 (40%) responded. Method: Questions included program characteristics and items assessing both faculty and official program positions on ESI, which were summed to provide scores as an index of commitment to ESI. Results: Informal faculty commitment to teaching ESI was significantly higher than official program commitment, and offering more clinical practice courses was associated with greater program commitment. Factor analysis extracted two components from program emphasis on theoretical models in the overall practice curriculum: (a) experiential and (b) behavioral/systems; correlation of factor scores for these two components, as yielded from regression, with commitment scores, showed that the behavioral/systems component was significantly associated with greater faculty and program commitment. Conclusion: Study limitations are discussed and recommendations address how the findings apply to social work educators and innovations for promoting empirical practice in the MSW curriculum.

Methodological challenges in union commitment studies.

Methodological problems in studies of union commitment were identified and illustrated with data from 4,641 members and 479 stewards in 297 local teachers' unions. Using a 20-item union commitment scale, results confirmed the existence of 3 substantive factors and 1 method factor at the individual level of analysis: loyalty to the union, responsibility to the union, willingness to work for the union, and a factor of negatively worded items. Tests of measurement invariance showed that the scale captured commitment for rank-and-file members but not for union stewards. The authors also found partial measurement invariance between long-time and newer members and full measurement invariance between men and women. Finally, the authors found that violation of the statistical assumption of independence reduced model fit when individual commitment scores were analyzed without attention to the hierarchical nature of the data.

9. Excellence in response: a hospital–wide journey in improving throughput for the ED patient

Clinical Topic: The intent of this project was to develop and implement a hospital-wide program aimed at improving the throughput of the ED patient. The rationale for this program was driven by several factors: a desire to increase market share; community focus groups' identification of 3 things they were looking for from their health care providers—quality, efficient, and timely care; the emergency department is the “front door” to the hospital, and 60% of all inpatient admissions come from the emergency department. Implementation: Planning and implementation included the following steps: (1) obtaining administrative approval and commitment to the house-wide effort; (2) identifying the goal time by which all patients presenting to the emergency department should be seen by a physician or treatment initiated following specific protocols (30 minutes); (3) identification by all departments of their specific and measurable goals toward success, based on their function and how it impacts the ED patient; and (4) house-wide “pep” rallies with Excellence in Response “giveaways” for all staff and commitment pledge signing activities. Outcomes: Excellence in Response has resulted in a culture change for the entire facility. Examples include (1) 93% of 76,000 patients seen in the emergency department in the first year after implementation were seen/treatment was started within the 30-minute goal. The baseline measurement for this goal at implementation was 56%; (2) Patient satisfaction and loyalty scores have improved from running in the 40% range to now in the 80% range; (3) Improvement in staff and physician morale is not measured, the change is palpable; (4) daily review and accountability, by all departments, for the previous day's success at meeting their goal; (5) regularly scheduled, multidisciplinary review of barriers to success; and (6) significant contribution in SSM Health Care's efforts to win the Malcolm Baldrige National Quality Award. Recommendations: Recommendations for improving ED patient throughput resulting from this experience include (1) obtaining administrative support and commitment for the goal; (2) presenting Excellence in Response as the culture of the facility during new employee hospital orientation; (3) annual renewal of the commitment to the goals of Excellence in Response by all hospital staff; and (4) regular, multidisciplinary review of any barriers to success. This would be an appropriate undertaking for any emergency department that struggles with bottlenecks due to fluctuations in patient volume and inefficient hospital processes that impede patient flow.

Differences in Teacher Efficacy Related to Career Commitment of Novice Agriculture Teachers

This exploratory descriptive study investigated the differences between teacher efficacy of novice teachers based on relatively low and high levels of career commitment. The population was 91 novice teachers in their first, second, and third years of teaching in agricultural education in Ohio. The teachers were split into two groups based on their median scores of career commitment. Although the two groups had the same teacher efficacy at the beginning of the school year, teachers with higher career commitment were more efficacious after the first 10 weeks of the school year than the teachers with lower career commitment. Moreover, teachers with lower career commitment experienced a decline in their teacher efficacy while teachers with higher career commitment did not change in their teacher efficacy from week 1 to week 10. There was a small relationship between career commitment and tenth week teacher efficacy.

Organisational Commitment: A Study of Employees Responses from Select NGOs

Organizational commitment as an important employee attitude has received much popularity since many of the outcomes of it are useful to the organisations. Evidences show that this aspect of HRM is not studied much in non-governmental organisations. This study of 112 employees from 20 select NGOs reveal that employees significantly vary in their commitment scores according to their sex, designation and years of experience. Thus, the hypothesis tested in this study is partially supported. Implications are also drawn for the management of NGOs for improving the commitment levels of their employees.

CROSS-SECTIONAL ANALYSIS OF INTIMACY, PASSION, AND COMMITMENT: TESTING THE ASSUMPTIONS OF THE TRIANGULAR THEORY OF LOVE

Using data from two previous studies, the current study tested the assumptions in the Triangular Theory of Love about changes in intimacy, passion, and commitment over time. Using a cross-sectional design, the study examined differences in the three components among 446 romantically involved individuals who were either casually dating, exclusively dating, engaged, or married. In support for the assumptions in the Triangular Theory specifically, analyses indicated significant negative partial correlations between intimacy and relationship length as well as between passion and relationship length. The correlation between commitment and relationship length was significant and positive. One-way analysis of variance of relational stage gave similar results. Reported intimacy and passion scores were lowest for participants who were casually dating, higher for participants who were engaged, and lower for married participants. Reported commitment scores increased from casually dating participants to the married participants.

Perceived Sexist Events and Feminist Identity Development Attitudes

Data from 104 undergraduate and 83 faculty/staff women indicated that perceived sexist events, measured by the Schedule of Sexist Events Scale (SSE), along with Passive Acceptance (PA), Revelation (R), and Embeddedness-Emanation (EE) attitudes, measured by the Feminist Identity Development Scale (FIDS), each related positively to women's psychological distress, measured by the General Severity Index (GSI) of the Brief Symptom Inventory (BSI). When social desirability, age, and socioeconomic status (SES) were entered as covariates in a multiple regression analysis, however, only recent perceived sexist events and PA accounted for unique variance in distress. In addition, PA tentatively was supported as a moderator of the relation between recent perceived sexist events and distress. Finally, PA scores related negatively, and R, EE, and Active Commitment scores related positively to perceived sexist events; beyond covariates, only PA and R scores accounted for unique variance in lifetime perceived sexist events, and only R scores accounted for unique variance in recent perceived sexist events.

Risk factors for pet evacuation failure after a slow-onset disaster.

To determine risk factors for pet evacuation failure during a flood. Cross-sectional survey. 203 pet-owning households in a flooded region. Persons under evacuation notice because of a flood were interviewed by use of a random telephone survey. 102 households evacuated with their pets, whereas 101 households evacuated without their pets. Low pet attachment and commitment scores were significantly associated with a greater chance of pet evacuation failure. Risk of pet evacuation failure and lower attachment and commitment scores were also associated with pet management practices prior to the disaster, such as dogs being kept outdoors most of the time or owners not having carriers for their cats. More than 90% of owners made housing arrangements for their pets without assistance. Predictors of pet evacuation failure are usually present before a disaster strikes and are potentially modifiable. Mitigation of pet evacuation failure should focus on activities that reinforce responsible pet ownership and strengthen the human-animal bond, including socializing dogs, attending dog behavior training classes, transporting cats in nondisaster times, and seeking regular preventive veterinary care. Most pet owners are self-reliant in disasters, and this behavior should be encouraged.

Epidemiologic features of pet evacuation failure in a rapid-onset disaster.

To describe epidemiologic features of pet evacuation failure after a hazardous chemical spill in which residents had no warning and only a few hours notice to evacuate. Cross-sectional study. Pet-owning households that evacuated from a hazardous chemical spill with (n = 119) or without (122) their pets. Procedures-Evacuees were surveyed by mail. 261 of 433 (60.3%) dogs and cats in 241 households were not evacuated. Of the 241 households, 119 (49.4%) evacuated with their pets, 98 (40.7%) evacuated without them but later attempted to rescue them, and 24 (10.0%) neither evacuated their pets nor attempted to rescue them. Pet evacuation failure was most common in households that thought the evacuated area was safe for pets. Risk of pet evacuation failure increased in households with many animals, low pet attachment and commitment scores, and low levels of preparedness. Cat evacuation failure was associated with not having cat carriers. Nearly 80% of households that evacuated with their pets found accommodation with friends and family. Pet evacuation failure was common and jeopardized pets' health and well-being. Logistical challenges to transporting pets were substantial contributors to pet evacuation failure, whereas not knowing where to house a pet was only a minor concern. Most pet owners seemed self-reliant and acted appropriately towards their pets. Such self-reliant behavior by pet owners should be encouraged prior to disasters as part of an evacuation plan for households.

Determining the Influence of Formal Postgraduate Education on the Career Commitment of Hospital Pharmacists

Aim: To determine the influence of formal postgraduate education on hospital pharmacists career commitment using the Blau Career Commitment Scale. Design: Postal survey questionnaires sent to hospital pharmacists across England and Wales. Setting: Questionnaires with prepaid envelopes sent to pharmacists in 153 randomly selected hospital pharmacy departments in the eight NHS regions in England and to Wales. Outcome measure: Evaluation of the type and nature of formal post graduate qualifications held by hospital pharmacists and its influence on Career Commitment Scores. Results: 2025 questionnaires were sent 153 to randomly selected hospitals across England and Wales. 905 completed questionnaires werereturned representing a 44.7% response. Of the respondents, 67.5% had a post graduate qualification and a further 19%, principally in the grades B to D, were pursuing postgraduate training. The mean career commitment score was 22.2 (range 7-35, SD 5.9). Women tended to have higher career commitment scores ( p <0-001} Pursuit or possession of a postgraduate qualification did not significantly affect thecareer commitment scores. Conclusion: Although women had higher career commitment scores, thedifferences may not be conceptually significant. Analysis revealed that the place of work, hours worked and if a post graduate qualification was being pursued made statistically little difference to the overall career commitment score. Pursuit or possession of a postgraduate not qualification did significantly affect the career commitment score. Further research in this group of professionals is required to establish other influences to account for the variance on career commitment.