Customer-service Provider Relationship Research Articles

Antecedents of team alignment for team performance: length of relationship as a moderator

PurposeWhile scholarly attention has mainly focused on team-level or relational constructs for the success of team performance, understanding the inter-play between these two streams of research remains limited in digital transformation projects. Borrowing from social exchange theory, this study aims to explore the antecedents of team alignment leading to team performance with mediation effects of trust, commitment and customer–service provider relationship. The moderating role of relationship length was also examined.Design/methodology/approachData was collected using a survey of 180 employees working on digital projects in B2B context, mostly in the Indo-Pacific region, specifically Singapore, Indonesia, Malaysia and India. Partial least squares method with multi-group analyses and bootstrapping method were used to analyze the data.FindingsFindings show that customer control and team capability are the strongest antecedents of team alignment, and inter-play between the customer–provider relationship with team-level constructs is also significant. Relationship length has higher level of moderation impact on trust–team performance link compared to commitment–team performance relationship.Research limitations/implicationsThe study considers moderation impact of relationship length on trust, commitment and team performance but not other constructs. Also, gender ratio is skewed in the data set.Practical implicationsDigital transformation practitioners need to be aware of relational constructs (not only team-level constructs) when designing successful long-term digitalization strategies for organizations.Originality/valueThis study is one of the first to document the inter-play between team alignment and relational constructs (such as trust, commitment, and customer–service provider relationship), with moderation impact of relationship length leading to team performance in digital transformation projects.

Let’s get acquainted: an empirical study on takaful customer-service provider relationships from Saudi Arabian perspectives

PurposeThis study aims to examine a proposed model based on a combination of relationship marketing and service quality dimensions as a significant predictor of corporate image. More importantly, it attempts to identify whether corporate reputation mediates the relationship between and customer loyalty and corporate image in the takāful (Islamic insurance) context, from the viewpoint of Saudi Arabian customers.Design/methodology/approachAn online survey was conducted through an adopted questionnaire from 362 family takāful policyholders from Saudi Arabia. Also, structural equation modelling was used to test the proposed model on the direct relationships of the related constructs, as well as the establishment of corporate reputation as a mediator concerning its relationship between corporate image and customer loyalty.FindingsThis study discovered that only two dimensions of service quality (i.e. reliability and assurance) and three aspects of relationship marketing (i.e. Islamic ethical behaviour, financial and structural bonds) have a significant impact on the corporate image of the takāful providers. This study further concluded that corporate reputation mediates the relationship between corporate image and customer loyalty.Research limitations/implicationsThis study has presented and tested the perceived service quality using the PAKSERV model in the takāful (Islamic insurance) industry, particularly in the Saudi Arabian context. This research identified the dimensions of PAKSERV (i.e. reliability and assurance) that influence the corporate image and simultaneously, the aspects of relationship marketing (i.e. Islamic ethical behaviour, financial and structural bonds) are also connected to the corporate image. Corporate reputation acts as a mediator between the relationship of corporate image and customer loyalty. This study, nevertheless, only focused in the takāful industry alone, and these findings could also be tested for its validity to different services in other potential studies because of the diversity of the service industry.Originality/valueThe findings of this study highlight the specific components of PAKSERV measures in influencing the corporate image. Furthermore, relationship marketing addressing Islamic ethical behaviour, as well as the three facets of bonding – structural, financial and social bonds are also incorporated and connected to corporate image. Hence, this study will increase the understanding of the impact of service quality concerning the PAKSERV model and relationship marketing on corporate image, reputation and customer loyalty of the takāful operators in Saudi Arabia.

Disentangling the Differential Roles of Warmth and Competence Judgments in Customer-Service Provider Relationships

Despite increasing interest in warmth and competence as fundamental dimensions in consumers’ evaluation of service providers, prior research remains ambiguous about which dimension is more important. The current study develops a nomological framework that clarifies this ambiguity and explains whether, when, and why warmth or competence takes precedence for different outcomes in customer-service provider relationships. Combined evidence from field and laboratory studies support the notion of an asymmetric dominance, which suggests that warmth is dominant in driving outcomes that capture relational aspects (e.g., customer-company identification), whereas competence is dominant in driving outcomes that capture transactional aspects of the customer-service provider relationship (e.g., share of wallet). The findings provide first insights into the underlying mechanisms that drive this asymmetric dominance by demonstrating that relational and capability concerns mediate this process. Moreover, the current investigation identifies novel moderators that offer managers help in identifying service contexts (people vs. object care) and customer segments (differing in process and outcome service goals) for which investing in warmth or competence is more promising. Overall, displaying competence is particular effective in driving customer attraction and current operating performance, whereas displaying warmth is better suited to establish strong emotional bonds and drive customer retention.

The determinants of trust in the customer–service provider relationship: The case of Tunisian small and medium-sized enterprises (SMEs)

Abstract In the context of fierce competition, the development of lasting relationships with clients is becoming increasingly crucial. The quality of this relationship is a decisive part of the exchange in which mutual trust is one of its fundamental pillars. In the context of services, customer trust may be directed towards the company itself (organizational trust) and/or to its employees (interpersonal trust). Most of the actual research focuses on one or the other of the two targets of trust, but rarely on both at the same time. The objective of this article is to highlight the ambivalence of customer trust towards small and medium-sized enterprises service provider and to propose a conceptual model of its determinants. This research is based on a sample of 300 bank customers chosen randomly. Results show that the relational behaviour of personnel in contact is the determinant of interpersonal and organizational trust. However, reputation is the main factor that contributes towards the development of organizational trust.

Antecedents and consequences of liking in retail service relationships in China and Greece

The marketing literature has provided a limited examination of the concept of liking, and even this has mainly occurred within business-to-business or advertising contexts. In this paper, the authors propose a model of the intervening role of liking in the customer-service provider relationship in two countries, China and Greece. The antecedents of liking include three key service constructs, namely customer education, customer participation, and service quality. The outputs of liking are proposed to be affective trust and affective commitment, which in turn influence (behavioral) loyalty. The research model is tested using samples from China (N=277) and from Greece (N=306). The model is largely supported in both samples. Therefore, the authors suggest that liking in financial services has an important role in the customer-service provider relationship. Implications for international businesses are discussed.

Customer forgiveness of unsatisfactory service: manifestations and antecedents

Previous research of service failures has focused on negative reactions such as retaliation, complaining, and switching behavior. This study is of customer forgiveness that reflects goodwill. Study 1, exploring manifestations of forgiveness in the service context, consisted of interviews with 52 customers. The results suggest that forgiveness is reflected in positive reframing, perspective taking, and tolerance. In Study 2, designed to explore the antecedents of forgiveness, respondents (N = 286, 55.4 % women) were presented with scenarios manipulating strength of relationship and blame, and measuring forgiveness. The results show that the effect of blame on the expected outcomes of forgiveness and loyalty intentions is stronger under strong customer-service provider relationships. Additionally, relationship strength has a stronger effect on forgiveness among women, even under high levels of blame. The results thus offer profiles for forgiving and unforgiving customers.

Antecedents and consequences of customer-service provider relationship strength

Strong relationships are crucial to service industries as it reduces customer churn. This paper investigates the impact of relationship antecedents on relationship strength and its subsequent influence on attitudinal loyalty and share of wallet. Results from a structural equation model that utilises data from 591 consumers across nine different service types show confidence and social benefits, frequency, duration and relationship investment (driven by management and communication efforts) enhance relationship strength. Relationship strength drives attitudinal loyalty and share of wallet, with attitudinal loyalty mediating the relationship between relationship strength and share of wallet. This study investigates the factors that drive strong relationships and the importance of attitudinal loyalty as it mediates the relationship between relationship strength and share of wallet. This is the first study to simultaneously examine relationship benefits, investment and the frequency and duration of a relationship impact on relationship strength; and its subsequent influence on attitudinal and behavioural outcomes, in various service industries.

The role of conflict, culture, and myth in creating attitudinal commitment

Using qualitative methods, the authors examine commitment in the sports industry and specifically in a NASCAR context. Commitment, or the culmination of the customer-service provider relationship, plays a particularly critical role in NASCAR, for which more than 70% of fans consciously choose a current sponsor's brand over a competitor's. Previous research, primarily in the domain of business-to-business marketing, focuses on attitudinal, instrumental, and temporal components of commitment; this article examines attitudinal commitment within the NASCAR context. Whereas previous research conceptualizes attitudinal commitment as identification, value congruence, and affiliation, this research presents a wider view. Specifically, within the NASCAR consumption culture, hero/villain myths surrounding drivers create conflict that heightens attitudinal commitment to the sport. This research therefore offers implications regarding non-traditional components of attitudinal commitment.

Towards understanding attitudes of consumers who use internet banking services

Increasingly technology is being employed to replace or substantially diminish personal interaction in service provision. Research is beginning to shed light on the impact of this phenomenon on service provision and the behavioural response of customers. More, however, remains to be done by way of investigating and establishing the extent to which this means of service provision is effective in maintaining mutually beneficial customer-service provider relationships. This paper explains and discusses findings of a study undertaken for the purpose of illuminating reasons for using internet banking services, and establishing whether or not regular use of these services necessarily implies loyal patronage and that the customer has a sense of relationship with the service provider. Significantly, it was found that regular use does not necessarily imply willing or satisfied use, or that the customer has a sense of relationship with the service provider. Managerial implications of the findings are also considered.

The long good-bye: The dissolution of customer-service provider relationships

Our research examines customer-service provider relationship dissolution. We conducted in-depth interviews with five women who recently took at least several months to terminate a service relationship. The data provide a holistic perspective on why consumers take a long time to exit, how they exit, and their expectations about rekindling their relationships. Based on our data, we conceptualize a model of the long exit, a process that includes a dissolution stage, an exit stage, and a post-dissolution stage. Our model offers a theoretical framework of service dissolution, as well as practical implications for service providers. © 2000 John Wiley & Sons, Inc.