Loyal Behavior Research Articles

Unlocking the Power of Diversity Climate: How Does it Drive Employee Loyalty and Fuel Job Passion in Human Resource Management

Purpose-The study, rooted in Social Exchange theory, aims to examine the relationship between diversity climate and loyal behavior within the context of human resources management. Furthermore, it seeks to analyze the mediating role of job passion in this relationship. The primary objective of this research is to understand the connection between diversity climate and loyal behavior while shedding light on the role of job passion as a mediator in this relationship. By employing two distinct methods, this study aims to comprehensively explore the interplay of these factors in the organizational context.Design/Methodology/Approach-The research was meticulously designed and conducted through two primary approaches. In the first phase, quantitative data was gathered using a comprehensive questionnaire, amassing responses from a total of 312 participantsin the industrial field. For the second phase, a qualitative methodology was employed, involving face-to-face interviews conducted with 91 selected participants. This mixed-method approach enables a robust exploration of the dynamics between diversity climate, job passion, and loyal behavior.Results-The outcomes of both quantitative and qualitative investigations concur, revealing a notable impact of diversity climate on loyal behavior among employees. This impact manifests itself consistently and significantly across both studies, underlining the significance of diversity climate as a predictor of employee loyalty. Additionally, the research uncovers the moderating role of job passion in this equation, indicating that the degree of passion for a job can influence the strength of the relationship between diversity climate and loyal behavior.Discussion-The findings of this study not only confirm the previously hypothesized relationship between diversity climate and loyal behavior but also provide deeper insights into the underlying mechanisms. The observed interaction of job passion as a moderating factor adds an extra layer of complexity to the understanding of this relationship. Notably, the nuanced analysis of different sub-dimensions of job passion reveals contrasting impacts; while harmonious passion mitigates the relationship between diversity climate and loyal behavior, obsessive passion exacerbates this relationship. These findings underscore the intricate nature of employee engagement and loyalty within the context of diverse workplaces, emphasizing the need for a holistic approach to managing workforce diversity in human resources management.

Are there work-family conflict differences between male and female employees?

<span lang="EN-US">Work and family are the most important parts of human life that cannot be easily separated. Therefore, individuals must have the ability to balance their responsibilities in work and family life to become individuals with positive and loyal behavior at work. In balancing work and family, conflicts and dilemmas often arise in determining the priorities of these two things, giving rise to a situation called work-family conflict. This research aims to (1) describe employee work-family conflict based on gender (men and women), and (2) examine differences in employee work-family conflict based on gender. This research uses quantitative research methods with a comparative descriptive research type. The research sample was 100 employees of Padang State University. The research results show that there are differences in work-family conflict between male and female employees.</span>

Points, Should Be Considered by The Employers of The Hospitality Businesses for Increasing Loyalty Among Employees in Bangladesh

It’s very important to enhance the loyal behaviour of employees to get more success in the tourism and hospitality industry and compete with the competitors. The study is based on the employees of Hotel Royal International. If employees get satisfied what hospitality business owners would serve them then productivity and efficiency will reach the goal in a satisfactory manner. But if not, then the productivity and efficiency will fall apart. The objective of the study is to identify the factors of employee job satisfaction with reasons behind job dissatisfaction and to give some recommendations based on the findings that will help the hotel industry to gain the best output in productivity and efficiency. To satisfy the aim of this study data are collected from 80 employees through the questionnaire and analyzed it by using some statistical tools. In this research some factors are found that are preferred by the employees; they are satisfied with working environment, they are satisfied with Co-worker’s cooperation, they see the personal and professional growth in the organization, they are satisfied with your regular assigned activities etc. Some negative factors are identified in this research also; the employees haven’t got the training they need to do the job, they are not satisfied with the level of increment, they don’t feel flexible in Career development system, they think that their salaries don’t match to their responsibilities and they are not satisfied with the overall job security. The recommendations in that case are to give proper trainings to the employees required for the job, they re-think about their salary and increment, provide them ways to improve their flexibility in career development and overall job security.

When showrooming is not a threat: Uncovering opportunities for showroomer retention

Showrooming is an increasingly common behavior that challenges the profitability of store-based retailers when the purchase is done at a competing online retailer. However, showrooming can also be a loyal behavior, although few studies differentiate between loyal and competitive showrooming. This study aims to provide multichannel retailers with knowledge about how to retain consumers who enter their stores with the intention to showroom. To this end, the influence of situational variables and loyalty towards the retailer are considered. With information from 466 showroomers and applying the fsQCA methodology, the results allow us to conclude that online price advantage and salesperson quality play a role in favoring loyal showrooming and preventing competitive showrooming respectively. Additionally, product category and the purchase device influence the transition from competitive showrooming intention to behavior. From these results, several managerial implications are proposed for store-based retailers.

To recommend or not recommend is the question: Does NPS predict word-of-mouth?

The Net Promotor Score (NPS) is ubiquitous, relying on a single-item question to capture consumers’ word-of-mouth (WOM). The question asks consumers for their likelihood of recommending a brand to friends and colleagues. Despite its popularity and advantages over longer satisfaction surveys, NPS has potential weaknesses. Among them are that the NPS question (1) is double-barreled by asking in a single question for likelihood to recommend to friends and likelihood to recommend to colleagues, (2) focuses on recommendations, and thus, ignores consumers’ likelihood to spread negative WOM, and (3) ignores online WOM, which often involves recommendations to strangers rather than friends or colleagues. This paper empirically tests these three potential weaknesses of the NPS measure on the WOM conclusions derived from NPS. Specifically, three experiments vary whether NPS assesses likelihood to recommend to a friend and colleague in a single question (how NPS is currently measured) or in two separate questions. In addition, NPS is compared to responses to an explicit negative WOM question (intent to warn others about the brand). Moreover, across studies, the NPS is reported for a recent positive experience and either a recent negative experience or a recent mixed experience. NPS is also compared to likelihood to engage in online WOM in terms of posting an online review and the intended online rating. By examining these issues, this research sheds light on consumers’ interpretations of NPS, the factors that influence these interpretations, and how these factors affect NPS’ ability to predict negative WOM, online WOM, as well as satisfaction, loyal behavior, and WOM in general.

Tourist involvement in vacation planning and booking: impact on word of mouth and loyalty

Purpose This paper aims to explore how different levels of involvement in the prevacation phase affect vacationers’ subsequent satisfaction, word of mouth (WOM) recommendations and loyal behavior with regard to the planning/booking process. Design/methodology/approach Data from a field study (N = 5,158) in a travel planning context are used to investigate the differences in WOM recommendations and loyalty between self-packagers (higher involvement) and package buyers (lower involvement). Findings Tourists who are less involved in the prevacation phase are more likely to recommend the planning/booking process, while more involved tourists are more likely to repeat the same planning/booking process than package buyers. Practical implications The findings have implications for tourist agencies, tour operators, tourism suppliers and tourism marketers in terms of customer retention and WOM communication. These findings also have theoretical implications for the WOM and loyalty literature. Originality/value This paper reveals how involvement in travel planning may affect satisfaction, WOM recommendation and loyalty behavior. These relationships have not been investigated before.

PERSONNEL POLICY IN THE CONDITIONS OF BANI WORLD: MOTIVATION TOOLS FOR INTELLECTUAL PERSONNEL, SOCIAL AND ECONOMIC SECURITY MANAGEMENT OF THE ORGANIZATION

The purpose of the study was to establish the place of staff motivation in the system of ensuring intellectual and personnel security of the organization and to identify effective management tools for stimulating staff to effective and loyal behaviour in the process of performing professional duties. Method. In the research process, the method of content analysis of scientific sources and literature, generalization, systematization and addition of the work of domestic and foreign scientists were used in the search for means of managerial influence on the motivation of personnel to work. A graphic method of visualization of individual provisions, assumptions and conclusions obtained in the research process is used. Results. The content essence of the concept of motivation is characterized by such categories as stimulus, creativity, reward, aspiration, interest, desire. It is proposed to use motivation to develop personnel potential and ensure a high level of intellectual and personnel security in such areas as: a combination of material and non-material forms of motivation, promotion of lifelong learning of personnel, application of an individual approach to motivation, use of clear and understandable career growth parameters, fixation of incentives for self-development of employees in personnel policy. In the realities of BANI World, the motivation will be the creation of a favourable working atmosphere for employees, the emotional background of teamwork, and minimum guarantees of employment stability. Establishing channels of two-way communication between managers and employees will allow top-management to find out the needs, wishes and interests of the staff and take them into account in a timely manner when making management decisions. Scientific novelty. Content elements of the concept of personnel motivation are summarized. The specifics of using motivation for the development of personnel potential in enterprise management have been established. The motives of people to work are determined and the features of the BANI World environment, in which modern enterprises function and their personnel work and live, are characterized. The parameters of personnel motivation are proposed, which should be fixed in the personnel policy of the business entity in order to lay the foundations for the motivational toolkit to strengthen the state of intellectual and personnel security. Practical significance. The proposals presented in the study can become a framework for the section of personnel policy of enterprises, devoted to the mechanisms of personnel stimulation. They can be used to select parameters for rating employees in the process of performing their job duties in order to identify those who deserve stimulation in one form or another.

The mobile-assisted showroomer’s dilemma: where to buy? Actions to prevent sales leakage

Intensive in-store use of smartphones has driven ethically questionable behaviors with significant economic repercussions for the survival of brick-and-mortar retailers. The mobile-assisted showroomer’s dilemma refers to the dilemma such shoppers experience at the moment of decision in a brick-and-mortar store, when they are holding an item in their hands, check their phone, and hesitate between buying it (a) at the physical store (loyal behavior, LB) or (b) through a cheaper online retailer (competitive behavior, CB). Using the theoretical framework of the Composite MES, this research proves that the dilemma exists: in a sample of 648 mobile-assisted showroomers, 44.91% would engage in CB vs. 55.09% in LB. Furthermore, 50.6% of the CB is explained by two dimensions of ethical judgment: relativism and egoism. To prevent sales leakage at brick-and-mortar stores, ethical judgment must be considered. The greater the weight of the relativism dimension, the less predisposed customers are toward CB. The egoism dimension is positively associated with engaging in CB. LB is a major opportunity for independent brick-and-mortar retailers.

Which antecedents contribute most to the loyal behaviour of online second-hand market shoppers?

PurposeIn the last 15 years, online sales of second-hand products have grown substantially due to changes in the economy, increasing interest in sustainability and the new opportunities offered by the alternative markets. However, little is known about the antecedents of customer retention in this particular online market. To this effect, the aim of this research is to bring new insights about what retains shoppers and creates loyal behaviour in this market by presenting a loyalty model based on expectancy-value theory and building on Olsen's satisfaction-loyalty model.Design/methodology/approachTo achieve the above-mentioned purpose, a survey comprised of 507 respondents who had purchased second-hand products via an online platform during 2020 was used to test the model.FindingsThe results validate both the satisfaction-loyalty model and the mediator role of the fulfilment of expectations between perceived quality and satisfaction. The results also indicate that customer fulfilment of expectations depends only on the perception of product quality. Perceived product quality was also the dimension that most influenced satisfaction, followed by perceived vendor quality. Last, the dimensions that contributed most to loyal behaviour were satisfaction with the vendor and with the website.Originality/valueThe originality of this research lies in the validation of the unique satisfaction-loyalty model for online second-hand purchases. The value of this research is that it adds knowledge about effective strategies for platform owners and sellers to enhance customer satisfaction and loyalty in online second-hand markets.

The role of perceived value in shaping luxury service customers’ self-brand connection

Building on the literature on luxury consumption behavior, this study investigates customers’ perceived values on their patronage behavior toward luxury service brands. Partial least squares-structural equation modeling is used to test the research model with a sample of 177 American luxury hotel customers. The findings suggest that functional, individual, and social values from experiences influence customers’ perceived connection with a luxury service brand. The bond between customers and brands affects customers’ patronage behavior. Moreover, the role of the self-brand connection on the relationship between the perceived value and behavioral intention indicates that the impact of functional, individual, and social values on patronage behavior, and the self-brand connection is different depending on the perceived congruity with the luxury hotel brand. However, the affluent customers’ perception of financial value does not enhance the self-brand connection. The results suggest that it would be more effective for luxury hotel service providers to build strong and meaningful ties with customers. This study identifies the role of the self-brand connection in the relationships between multidimensional perceived value (i.e. financial, functional, individual, social) and loyal behavior in the luxury service context.

The Effect of Company Reputation and Customer Experience on Customer Loyal Behavior Citylink Indonesia

The goal of this study is to see how the VIP customer research object at Citylink Indonesia Airlines affects customer loyalty. So according research on the impact of customer experience on regular customers, patrons who receive a positive ” are more likely to return for another purchase, more likely to recommend the business to friends, and less inclined to shift to competitors. According to the findings of this study, customer experience management factors play an important role in business competitiveness. Emotional experiences, according to the literature, play an important role in customer loyalty to a company's brand. This finding is in accordance with the study's findings that airline image and service quality have a significant influence on customer behavioral intentions. Because a brand's experience includes a consumer's subjective experience and behavior, customer experience is related to customer loyalty. The airline's image, trust, and additional services all contribute to the overall expertise. Customers who have a happy impression and thus be willing to repurchase the service.

An investigation of factors impacting visitors to a botanic park: Factor analysis of push and pull framework

The paper focuses on investigating factors impacting visitors’ loyal behaviour and factor analysis of push and pull motivations to a botanic park. To do so, the research is divided into two phases that are qualitative and quantitative. In the qualitative phase, in-depth interviews are used to gather initial insights into the visitors’ push and pull motivations to a botanic park. In the quantitative phase, a survey is taken to collect data then factor analysis is carried out to group similar variables of push and pull together for the identification of different market segments. 
 Survey data is gathered from a sample size of 228 individuals and analyzed in SPSS. The analysis from the quantitative phase validated the insights/concepts deriving from the qualitative phase. As a result, results of factor analysis show that the total of 09 push variables have been combined into 02 factors (family/fun and thrill-seeking) and 12 pull variables into 03 factors (nature/resources, facilities/services, place/accessibility). By grouping these similar motivations together, it helps support park managers in enhancing and improving the park’s motives, features, and facilities in a way that satisfies visitors the most.

CUSTOMER LOYALTY: The Effect Customer Satisfaction, Experiential Marketing and Product Quality

Tight competition requires companies to be able to do more, so that customer loyalty is maintained. However, the efforts made are not easy, companies need to mobilize all available resources, especially those directly related to consumer behavior. In customer theory, providing satisfaction is one of the main keys to the birth of loyalty behavior. Based on this phenomenon, this research seeks to obtain information through scientific testing with a measurable method, in the form of a quantitative approach. The research correspondents are Uniqlo consumers, totaling 100 people. How to collect data in this study by distributing questionnaires purposively. The results of the study suggest that the best path analysis model in increasing customer loyalty is to focus on increasing customer satisfaction. This becomes rational, because the customer in making a purchase decision is strongly influenced by his psychological state, and with a feeling of satisfaction, loyal behavior will be formed.

Customer Satisfaction as a Priority in Excellent Banking Services

The most important thing from a business is the customer, so satisfying and pleasing him is a necessity. The company realizes that the fulfillment of customer needs and desires (both physical and emotional) can give birth to loyal behavior, which has an impact on increasing sales/profits. In the banking business, presenting excellent service performance is one of the efforts to provide satisfaction, so that loyalty is built. This study is intended to analyze the phenomenon of bank customer loyalty through satisfaction by building excellent service and providing added value. The method used to analyze the phenomenon is quantitative with regression statistics as the basis for disclosure. The research subjects were BNI Jakarta bank customers, with a total of 100 correspondents. The data collection technique used purposive method by distributing research questionnaires. The results of the study identify, the most likely opportunity for the birth of loyal behavior is to build satisfaction through service. This happens because the service provides overall satisfaction, both psychological satisfaction and needs.

Path Analysis Between Job Satisfaction And Loyalty With Work Environment And Culture As Explanatory Variables

Organizational culture and work environment are two main things in building social organization. Whether we realize it or not, the organization is a place where everyone interacts within the scope of work. Therefore there will be a direct relationship between employees, leaders and other parties. So that it takes togetherness of all parties to be able to socialize well, so as to create mutual comfort. Based on this background, this research was actually conducted with the aim of analyzing the ideal model in improving performance based on environmental factors and work culture. To answer this objective, a quantitative method was established as the basis of the research. Meanwhile, in analyzing the research data, linear regression statistical analysis was used. The unit of analysis in this study were 63 employees of the National Zakat Agency. Data were obtained through a simple random technique, through the distribution of questionnaires. The results of the study suggest that the work environment has the best path in increasing loyalty. This is because the work environment has a direct impact on the daily work of employees. Thus, a good and comfortable work environment is the need of all employees, which must be maintained together. In path analysis, satisfaction becomes a good model as a reinforcement of loyal behavior.

Examining factors that boost intention and loyalty to use Fintech post-COVID-19 lockdown as a new normal behavior

This study predicts factors affecting the tendency to use financial technology (Fintech) services post-COVID-19 lockdown as a new normal behavior. Fintech services have boosted the number of users during the COVID-19 lockdown. However, to maintain the loyal behavior of consumers after usage, firms need to predict key reasons to enhance their intention to use the service and maintain current consumers in the long term. This study offers a model to assess the components of the perceived usefulness toward Fintech. Data were collected via Mechanical Turk (MTurk), and structural equation modeling was used to predict the factors that influence the intention and loyalty to use Fintech post-COVID-19 lockdown. The findings reveal that the COVID-19 lockdown, trust, data security and privacy, and especially staff services are factors that enhance the intention to use through perceived usefulness. In return, it builds consumers’ loyalty toward Fintech services and is considered a new normal behavior. This research sheds light on how Fintech firms develop their capabilities and increase their competitive advantages. Both theoretical and practical implications are also discussed.

Influence of Human Resource Management Policy on Customer Loyalty

The business would not be able to achieve the set goals without qualified specialists. Therefore human resource management is one of the most important processes to an organisation. HRM policy aspects – employee motivation and job satisfaction – directly contribute to customer satisfaction and loyalty. The problem is that in today’s business environment, where there is a big rivalry, maintaining customer loyalty becomes a huge task for the business. The aim of this article is to evaluate the impact of human resource management policy on customer loyalty. The article analyses concept of human resource management, evaluates the development of loyal customer behaviour, distinguishes traditional and innovative concepts of human resource management. Also, the article notices a relationship between employee satisfaction and customer satisfaction. Analysis of empirical research level shows the impact of human resource management policy on customer loyalty and provides a research model.

Investigating the Impact of Social Networking Features on Customer Loyalty and Word of Mouth with Social Capital Approach (Case Study: Alibaba Tourism Services Company’s Instagram)

A large number of audiences and members of virtual social networks have caused the success or failure of many large businesses that their performances depend on virtual platforms. Since previous researches viewed customer relationships with service providers as their social capital, the present study develops a model to measure the effects of interactivity and media richness (as features of a virtual social network) on the dimensions of social capital, then explains the effect of this form of capital, which is influenced by the social network, on marketing variables, including loyalty and word of mouth. This research is quantitative in terms of the main strategy, applied in terms of the purpose and descriptive and correlational in terms of data collection method and analytical technique. The statistical community consists of followers of Alibaba Tourism Services Holding Instagram page. The sampling method is random and the sample size according to Cochran's formula with an error level of 0.05 is 385 people. In order to collect the data, a questionnaire with a reliability of 0.941 was used and the validity of the questionnaire was confirmed by management professors. Data analysis was performed using SPSS vs.26 and Amos vs.22 software with structural equation modeling approach. Findings show that a high level of interaction and media richness in the Instagram network can lead to the enhancement of the relational capital of service providers. This type of social capital underlies the attitudes and loyal behavior of customers and word of mouth.

Revisiting the global expansion strategy of fast-food brand: Modelling of satisfaction antecedents in marketing management

This study explores consumers’ perceptions of the fast-food business strategies of McDonald’s in a foreign market. Under the setting of Japan as a foreign market, a qualitative method is applied in the study, with 24 interviews with Japanese people based on the following key themes: local menu variations, local management and other employment opportunities, environmental friendliness, and corporate citizenship. It is found that Japanese consumers evaluate most the global brand value as an American icon in the Japanese market, rather than appreciating the effort in adapting to the local market. While it has typically been discussed that localisation is one of the key elements for business success, the outcome of this study suggests that research focusing on the antecedents realising customer satisfaction and loyal behaviour needs to have more attention, and that reconceptualising knowledge is important, especially since contradictory evidence appears as the global market expands.

Impacts of cruise industry corporate social responsibility reputation on customers’ loyalty: Mediating role of trust and identification

Abstract Despite the high relevance of Corporate Social Responsibility (CSR) in service businesses, investigations of its influence on the cruise sector are scarce. Relying on institutional theory, this study proposes a model with cruise customers’ trust and identification as the key factors between CSR reputation and customers’ loyalty. Using data from 292 cruise customers, results support the impact of customers’ perceived CSR reputation of cruise companies on two relational constructs and loyal behavior. Only customers’ identification mediates the relationships between reputation and brand loyalty. Thus, findings suggest that cruise customers likely form high-level loyal behavior when they perceive companies’ CSR activities and their similarities with such companies. From these significant findings, the authors draw several theoretical and practical implications, including the importance of enhancing the company’s focus on its CSR reputations. This study also provides directions to promote identity strengths for enhancing the impact of CSR reputation on company performance.