Customer compliance with employee fuzzy requests in service encounters: a self-determination theory perspective

Teng, Teng; Zhang, Shengliang; Li, Xiaodong; Chen, Yuan

doi:10.1007/s11628-020-00414-9

Cited by 7 publications

(2 citation statements)

References 79 publications

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“…Efforts at maintaining communal relationships should give out signals of an absence of coercion from marketers since marketers per se do not expect anything monetary in return from these relationships (Yin et al, 2020). As a result, communication by marketers, especially those related to products/services, lead customers to identify the related benefits and integrate such recommendations out of their own volition (Teng et al, 2020). Consequently, communal relationships are important drivers of customers' autonomy, and subsequently, a driving force behind intrinsic motivations (Johnson et al, 2014).…”

Section: Relationship-marketing Orientation and Intrinsic Motivationmentioning

confidence: 99%

Examining the role of customers' intrinsic motivation on continued usage of mobile banking: a relational approach

Banerjee

Sreejesh

2021

IJBM

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PurposeThis research seeks to establish the roles of marketer-driven relationship-building strategies – relationship-marketing orientation and knowledge sharing with customers on intrinsic customer motivation and the continued usage of mobile banking apps.Design/methodology/approachAn online survey was conducted among 342 m-banking users in India. Data were analyzed and the hypotheses were tested using structural equation modeling.FindingsRelationship-marketing orientation was found to have a positive and significant influence on customer intrinsic motivation and knowledge sharing with customers. Customer intrinsic motivation was found to play a dual role as a driver of continued mobile banking usage and as an intervening mechanism between relationship-marketing orientation and continued usage of mobile banking.Research limitations/implicationsThis research was conducted only in one country. It was therefore not possible to consider varying regulations across markets and their effects on continued usage of mobile banking.Originality/valueFirst time in the m-banking literature, this research establishes the pivotal role of intrinsic customer motivation in the continued usage of mobile banking. While evaluating drivers of continued usage of m-banking, most studies considered various aspects of the technology itself. This research instead evaluates consumer-centric and marketer-led antecedents in driving the continued usage of mobile banking.

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Section: Relationship-marketing Orientation and Intrinsic Motivationmentioning

confidence: 99%

Examining the role of customers' intrinsic motivation on continued usage of mobile banking: a relational approach

Banerjee

Sreejesh

2021

IJBM

View full text Add to dashboard Cite

show abstract

“…Following numerous scholars (e.g., Teng et al, 2020), a partial least squares (PLS) approach for statistical testing of structural equation models (SEM) was undertaken in Study 2, using Smart Plus version 3. Researchers have reported that SEM-PLS is particularly suitable for complex models with smaller sample sizes and also overcomes the problem of distributional restrictions evident in alternative techniques, such as covariance SEM (Hair et al, 2019).…”

Section: Data Collection Sampling and Analysismentioning

confidence: 99%

How hedonic and perceived community benefits from employee CSR involvement drive CSR advocacy behavior to co‐workers

Chomvilailuk

Butcher

2021

Business Ethics Env & Resp

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This study seeks to determine how organizational citizenship behavior (OCB) can be influenced by employee perception of the benefits arising from their involvement with corporate social responsibility (CSR) activities. The work is significant because of growing investment in CSR activities involving employees and increased firm expectations of employee dissemination of CSR information. A unique model examined how two types of perceived benefits, accruing to US-based employees from their CSR engagement, impacted OCB. The variable of co-worker-directed CSR advocacy was used as a unique measure of OCB. An integrative theoretical framework combined social exchange theory with organizational citizenship behavior to provide a more comprehensive understanding of relationships. The first employee benefit tested was hedonic value, while the second was perceived community value. CSR reputation was modeled as a mediating variable. Data were collected via two scenario-based experiments based at each respondents' workplace. Analytical techniques included analysis of co-variance and structural equation modeling using partial least squares.While both types of benefit had a significant effect on co-worker-directed CSR advocacy, the pathways differed. Perceived community value had a stronger effect on the mediating variable of CSR reputation, and consequently a significant indirect effect on the dependent variable. In contrast, hedonic value directly affected co-workerdirected CSR advocacy with CSR reputation playing no mediating role. This study contributes to the CSR literature through better understanding of the processes leading to the organizational citizenship behavior variable of co-worker-directed CSR advocacy. This dependent variable extends previous conceptualizations of OCB.

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The dual outcomes of frontliner’s autonomous motivation and deep acting in service co-creation: a dyadic approach

2021

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Customer compliance with employee fuzzy requests in service encounters: a self-determination theory perspective

Cited by 7 publications

References 79 publications

Examining the role of customers' intrinsic motivation on continued usage of mobile banking: a relational approach

Examining the role of customers' intrinsic motivation on continued usage of mobile banking: a relational approach

How hedonic and perceived community benefits from employee CSR involvement drive CSR advocacy behavior to co‐workers

The dual outcomes of frontliner’s autonomous motivation and deep acting in service co-creation: a dyadic approach

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