How work engagement influences relationship quality: the roles of work motivation and perceived service guarantee strength

Chang, Kuo‐Chien; Hsu, Ya-Ti; Cheng, Yi-Sung; Kuo, Nien-Te

doi:10.1080/14783363.2019.1700107

Cited by 11 publications

(20 citation statements)

References 91 publications

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“…Chang et al. (2021), Gnusowski (2017), Crisafulli and Singh (2016), and Hart (1989) mention that one of the characteristics of a good SG is to be unconditional .…”

Section: Literature Review On Service Guaranteesmentioning

confidence: 99%

“…The third characteristic of a high-quality SG is to be easy to understand and communicate with customers and employees (Berry, 2019; Chang et al. , 2021; Wirtz, 2018).…”

Section: Literature Review On Service Guaranteesmentioning

confidence: 99%

“…Another characteristic of an excellent SG is to be easy to invoke (Chang et al. , 2021; Crisafulli and Singh, 2016; Gnusowski, 2017; Hart, 1989).…”

Section: Literature Review On Service Guaranteesmentioning

confidence: 99%

“…Furthermore, an excellent SG ought to have the following characteristics: (1) unconditionality, (2) easy to understand and communicate, (3) meaningful, (4) easy to invoke and (5) easy to collect. Chang et al. (2021), Crisafulli and Singh (2016), Peng et al.…”

Section: Introductionmentioning

confidence: 99%

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Service guarantees in an e-commerce platform: proposition of a framework based on customers' expectations, negative experiences and behavioural responses

Oliveira

Souki

Silva

et al. 2022

APJBA

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PurposeCompanies' relationship with their customers through e-commerce platforms has increased considerably in the past few years, bringing new challenges concerning service guarantees (SG). This study aims to propose a framework of the relations between customers' expectations on SG, their negative experiences and their attitudes and behavioural intentions towards an e-commerce platform.Design/methodology/approachThe research had a qualitative and descriptive approach. Testimonials from clients of an online e-commerce platform were obtained through interviews via videoconference and non-participant observation on a complaints website in Brazil. The testimonies were analysed through content analysis.FindingsThe customer expectations regarding the SG offered by the e-commerce platform are congruent with the five categories of the theory that support this research. Customer testimonials on the complaints site show that their negative experiences with the e-commerce platform generated negative emotional, cognitive and behavioural responses towards the company. A framework was proposed, including customers' expectations regarding SG, their negative experiences and their repercussions on clients' attitudes and behavioural intentions.Originality/valueThis article is the only that contemplates customers' expectations about SG in an e-commerce platform, relating them to attitudes and behavioural intentions. Thus, its framework demonstrates the relationships between customer expectations about SGs, their negative experiences and attitudinal and behavioural repercussions. This article brings academic and managerial contributions for companies and managers of e-commerce platforms. It contributes to clients and consumer protection associations by revealing problems they face with SG on e-commerce platforms. This research can be used by those responsible for elaborating laws and public policies to regulate and inspect the relationships between e-commerce platforms and their customers.

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“…Chang et al. (2021), Gnusowski (2017), Crisafulli and Singh (2016), and Hart (1989) mention that one of the characteristics of a good SG is to be unconditional .…”

Section: Literature Review On Service Guaranteesmentioning

confidence: 99%

“…The third characteristic of a high-quality SG is to be easy to understand and communicate with customers and employees (Berry, 2019; Chang et al. , 2021; Wirtz, 2018).…”

Section: Literature Review On Service Guaranteesmentioning

confidence: 99%

“…Another characteristic of an excellent SG is to be easy to invoke (Chang et al. , 2021; Crisafulli and Singh, 2016; Gnusowski, 2017; Hart, 1989).…”

Section: Literature Review On Service Guaranteesmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

See 2 more Smart Citations

Service guarantees in an e-commerce platform: proposition of a framework based on customers' expectations, negative experiences and behavioural responses

Oliveira

Souki

Silva

et al. 2022

APJBA

View full text Add to dashboard Cite

show abstract

“…(Chien et al, 2020). Human needs are physiological needs, the need for a sense of security, the need to have, the need for self-esteem and the need to actualize oneself (Adhari, 2021), intrinsic and extrinsic factors (Deci & Ryan, 2000); (Chang et al, 2021); (Bello, 2020). Work motivation as an influential and generating condition, directing and maintaining behaviors related to the work environment (Cormick, 1985), a set of energetic forces that originate both within as well as beyond an individual's being to initiate work-related behavior, and to determine its form, direction, intensity, and duration (Arendt, 2013), reflection of economic n rewards, fear , hunger, and the urge to want to have more (Taylor, 1911).…”

Section: Introductionmentioning

confidence: 99%

Relationship of Work Motivation and Creativity with The Performance of Science Teacher

Sastrawijaya¹

2023

jppipa, pendidikan ipa, fisika, biologi, kimia

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This study describes the relationship between work motivation and work creativity of science teachers both individually and simultaneously with the performance of science teachers at Kejaksan Elementary School, Cirebon City. This study aims to determine the strength of the relationship between work motivation and creativity with the performance of science teachers both individually and collectively. The research method used was a survey method with respondents coming from science teachers and school principals. The number of samples is 40 subjects, using proportional random sampling. The analysis used is parametric statistics using correlation and simple regression, and multiple regression, at a significance level of 0.05. The results of the hypothesis test shows: 1) there is a positive and significant relationship between work motivation and the performance of science teachers, indicated by the correlation coefficient ry1 = 0.37 and the regression equation Y = 108.3 + 0.191 X1, 2) there is a positive and significant relationship between teacher creativity and science teacher performance, indicated by the correlation coefficient ry2 = 0.30 and the regression equation Y = 83.0 + 0.3852 X2, 3) there is a positive and significant relationship between work motivation and teacher work creativity together with Science teacher performance is shown through the correlation coefficient ry1.2 = 0.54 and the regression equation Y = 59.05 + 0.16 X1 + 0.4X2. Based on these findings, the performance of science teachers must be improved systematically by the teachers themselves, the leaders, and the institutions that handle them.

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Employee benefits in the hospitality industry: What do employees want and need?

Deale

Lee

2023

Journal of Human Resources in Hospitality & Tourism

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How work engagement influences relationship quality: the roles of work motivation and perceived service guarantee strength

Cited by 11 publications

References 91 publications

Service guarantees in an e-commerce platform: proposition of a framework based on customers' expectations, negative experiences and behavioural responses

Service guarantees in an e-commerce platform: proposition of a framework based on customers' expectations, negative experiences and behavioural responses

Relationship of Work Motivation and Creativity with The Performance of Science Teacher

Employee benefits in the hospitality industry: What do employees want and need?

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