Examining the relationship between customer bonding, customer participation, and customer satisfaction

Yi, Ho‐Taek; Chan-Koo, Yeo; Amenuvor, Fortune Edem; Boateng, Henry

doi:10.1016/j.jretconser.2021.102598

Cited by 39 publications

(17 citation statements)

References 86 publications

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“…Positive variance obtained through analysis indicates that the experience of the customers after consuming the products is better than the expectations which they had before consumption. Similarly, the negative variance obtained through analysis indicates that the experience after the consumption of products is not as good as the expectations were before the consumption (Yi et al, 2021 ).…”

Section: Theoretical Supportmentioning

confidence: 99%

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The Nexus of Service Quality, Customer Experience, and Customer Commitment: The Neglected Mediating Role of Corporate Image

2022

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Quality of service is a major determinant of customer commitment to the organization. Therefore, it is important to understand the importance of service quality for the corporate image as well. In this study, the predicting roles of quality of service and customer experience have been unveiled in customer commitment through the mediating effect of corporate image. The population frame used in this study is the customers of logistic services providers in China. Total data from the 366 customers have been used to analyze the hypotheses formulated. The sample has been selected using convenience sampling and the software used for data analysis is Smart-PLS. The analytical technique used is partial least square structural equation modeling. Results of the study show that service quality and customer experience have a significant role in the customer commitment to the suppliers. In addition, it has also been found that service quality and customer experience have a major contribution to building the corporate image of the services suppliers. Further, corporate image played a significant mediating role in the relationship between service quality and customer commitment. The study has theoretically contributed to the body of literature by finding the importance of service quality for predicting customer commitment to the suppliers.

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Section: Theoretical Supportmentioning

confidence: 99%

“…Negative disconfirmation is discontent with a specific product or service; positive disconfirmation is contentment with products and services provided by the brands (Yi et al, 2021 ). Customer satisfaction leads to customer commitment to the product and the brand (Sigit Parawansa, 2018 ).…”

Section: Theoretical Supportmentioning

confidence: 99%

The Nexus of Service Quality, Customer Experience, and Customer Commitment: The Neglected Mediating Role of Corporate Image

2022

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“…Adaptive selling necessitates the ability to efficiently adjust sales methods and communications to customers and various sales situations (Weitz et al, 1986). Customer needs and requirements are the underlying variables in adaptive selling, and adaptive salespeople effectively evaluate and respond to these needs to improve satisfaction and future relationships (Amenuvor et al, 2019a, b;Chen and Jaramillo, 2014;Yi et al, 2021a). One of the most critical characteristics that are expected of salespeople is their ability to adapt to changing sales situations.…”

Section: Adaptive Selling Behavior and Customer Loyaltymentioning

confidence: 99%

Examining the consequences of adaptive selling behavior by door-to-door salespeople in the Korean cosmetic industry

Amenuvor

Boateng

2021

APJML

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PurposeThis paper aims to assess the effect of adaptive selling behavior on customer outcomes, mutual outcomes and salesperson outcomes.Design/methodology/approachThe respondents were salespeople and customers in selected door-to-door cosmetics companies in South Korea. A questionnaire was used to collect the data. Structural equation modeling was used to analyze the data in this study.FindingsFindings show that adaptive selling behavior positively affects customer satisfaction, customer loyalty, sales performance, job satisfaction and relationship quality. These findings suggest that adaptive selling is crucial for the firm's survival depending on the industry and the product. Additionally, unlike previous studies, the authors use salespeople's self-reporting responses and customer-reporting of salespeople, which further enhances the richness and uniqueness of the results.Originality/valueStudies investigating mutual outcomes of adaptive selling behavior are scarce. The study also emphasizes that adaptive selling behavior enhances salesperson outcomes and customer outcomes and primarily uses dyadic data between door-to-door salespeople and their customers, which is not very common.

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“…Customer-directed problem solving and adaptive selling behaviours have been lauded as critical to achieving results in the relational era. Salespeople are expected to contribute to the competitive advantage of a company by developing and nurturing value-added customer relationships (Yi et al. , 2021b; Jaramillo et al.…”

Section: Discussionmentioning

confidence: 99%

Salesforce output control and customer-oriented selling behaviours

Amenuvor

Basilisco²,

Boateng³

et al. 2022

MIP

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PurposeThis study sets out to empirically investigate the effect of salesforce output control on perceived job autonomy, customer-oriented selling behaviours and sales performance.Design/methodology/approachData are gathered from 704 salespeople and their visiting customers in Ghana. The hypotheses are tested using the structural equations modelling technique (SEM).FindingsAccording to the findings of the study, output control has a significant and positive impact on perceived job autonomy. It also discovers that perceived job autonomy improves both customer-directed problem solving and adaptive selling behaviours. Furthermore, the study finds that customer-directed problem solving and adaptive selling behaviours both improve sales performance. Moreover, the study uncovers that perceived job autonomy mediates the relationship between output control and customer-oriented selling behaviours, whereas both customer-oriented selling behaviours mediate the relationship between perceived job autonomy and sales performance.Practical implicationsThe current study provides both practical and theoretical insights into salesforce control dynamics, job autonomy, adaptive selling behaviour, customer-directed problem-solving behaviour and sales performance. The findings have important implications for sales organisations because they can assist sales managers in determining the best type of salesforce control systems to deploy and highlight the strategic role job autonomy plays in enhancing sales performance.Originality/valueThe current study shows how output control can influence salespeople's perceived job autonomy, adaptive selling and customer-directed problem-solving behaviours, and how these can improve sales performance.

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Examining the relationship between customer bonding, customer participation, and customer satisfaction

Cited by 39 publications

References 86 publications

The Nexus of Service Quality, Customer Experience, and Customer Commitment: The Neglected Mediating Role of Corporate Image

The Nexus of Service Quality, Customer Experience, and Customer Commitment: The Neglected Mediating Role of Corporate Image

Examining the consequences of adaptive selling behavior by door-to-door salespeople in the Korean cosmetic industry

Salesforce output control and customer-oriented selling behaviours

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