Informal interorganizational business relationships and customer loyalty: Comparing Guanxi, Yongo, and Wasta

Zhang, Man; Hartley, Janet L.; AL-Husan, Faten Baddar; ALHussan, Fawaz Baddar

doi:10.1016/j.ibusrev.2021.101805

Cited by 29 publications

(33 citation statements)

References 130 publications

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“…The definition of customer loyalty as the combination of the behavioral and attitudinal dimensions is also supported by other research [80][81][82]. Considering the above opinions and discussion, Gronholdt et al [83] proposed four measurement dimensions, which are the intention to patronize the product or service, intention to purchase additional postal services, intention to recommend, and price tolerance.…”

Section: Customer Loyaltymentioning

confidence: 89%

“…There are four parts of the framework: true loyalty, latent loyalty, spurious loyalty, and no loyalty. True loyalty occurs when the high repeat purchase and alternative attitude coexist at the same time; this is based not only on the high level of repeated patronage behaviors but also on the relative attitudes toward the evaluation of the product or service [78][79][80]. Latent loyalty is the result of low repeat purchase and high relative attitude.…”

Section: Customer Loyaltymentioning

confidence: 99%

“…As there is a strong relative attitude toward the brand but the repeat purchasing is not significantly exhibited, therefore, the situational and environmental variables affect the purchase decisions more than the attitudinal. Spurious loyalty exists where there is low alternative attitude with high repeat purchase [80]. In this category, the customers are not able to identify the differences among the brands, or their purchasing behaviors depend on their habits or past purchasing experience.…”

Section: Customer Loyaltymentioning

confidence: 99%

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Analyzing Determinants for Adoption of Intelligent Personal Assistant: An Empirical Study

Sun

2021

Applied Sciences

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With the accelerating advances in artificial intelligence (AI) technologies, the rising demand for the intelligent personal assistant is expected to rapidly increase in the following decades. As customer loyalty has become a critical element in gaining a competitive advantage and many marketers pay great attention to it, this research aims to explore the factors that directly affect customer loyalty toward the intelligent personal assistant. The main motivation is to investigate and identify the direct effects that variables such as customer innovativeness and perceived value have on customer loyalty. Additionally, both product knowledge and corporate image will be examined as moderators. The results obtained demonstrate that perceived value has a positive influence on customer loyalty. Furthermore, product knowledge moderates the influence of functional and hedonic innovativeness on customer satisfaction. The study’s main contributions provide a better understanding of customer loyalty. This research aims to be viewed as a specific guide to provide effective practices that companies should implement to help them reallocate resources appropriately and enhance customer value creation. The results indicate that the higher the level of customer perceived value, the better the customer loyalty will be. The findings represent that corporate image has a positive moderating effect on the influence of customer innovativeness on perceived value. This study draws on the outcomes of administrative suggestions and recommends a few observational strategies to improve the monetary administration in the intelligent personal assistant industry.

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Section: Customer Loyaltymentioning

confidence: 89%

Section: Customer Loyaltymentioning

confidence: 99%

Section: Customer Loyaltymentioning

confidence: 99%

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Analyzing Determinants for Adoption of Intelligent Personal Assistant: An Empirical Study

Sun

2021

Applied Sciences

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“…Future research can also examine the similarities and differences between informal networks in different countries, such as guanxi in China, blat/ svyazi in Russia, sifarish in Pakistan, or wasta in the Middle East (Nadeem & Kayani, 2019 ; Zhang et al, 2021 ), women’s informal networks, and social exclusion in different institutional contexts. Such cross-cultural comparisons could provide an analytical framework for identifying how to utilize informal networks to facilitate certain behaviors and interactions in the workplace.…”

Section: Discussionmentioning

confidence: 99%

Informal Networks, Informal Institutions, and Social Exclusion in the Workplace: Insights from Subsidiaries of Multinational Corporations in Korea

Horak

Suseno

2022

J Bus Ethics

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Drawing on interviews with decision makers in multinational corporations (MNCs) in South Korea, we examine the role of informal networks in the social exclusion of women in the workforce. Although legislation in the country is in favor of gender equality, we found that informal barriers in the workplace remain difficult to overcome. Informal networks in Korea, yongo, present an ethical issue in the workplace, as they tend to socially exclude women, limiting possibilities for their participation and career progression. We found that informal networks are pervasive and strong because of the informal institutions in which they are embedded and that there is a complex interplay between informal networks and informal institutions that socially excludes women. Due to difficulties accessing yongo, women appear to build inmaek, a network type that is more open and accessible. We also found that MNCs in Korea can compensate for the lack of local informal networks for their female employees. However, despite providing a more supportive environment for women at work, gender equality policies in MNCs are not yet as effective as they could be due to the dynamics of the workplace and the fact that the policies are not tailored to the local context. We have seen evidence in recent years that MNCs can serve as role models for implementing gender equality policies by creating a more inclusive work environment and demonstrating leadership commitment and support.

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“…Meanwhile, customer loyalty has potential growth because of its influence in creating a sustainable competitive advantage for organizations. Studies on the effect of customer loyalty in the telecommunication sector in other nations, for instance, Germany, South Korea, and France, http://dx.doi.org/10.21511/im.18 (3).2022.04 have looked at network quality, the number of complaints, and pricing, respectively (Ahn et al, 2006;Zhang et al, 2021;Lee et al, 2001). Nevertheless, extant research has focused on the importance of relationship marketing in other sectors like healthcare (Baashar et al, 2016), banking (Dimitriadis, 2010), tourism (Ozgener & Iraz, 2006), transport (Cheng et al, 2008), and hotel (Lo et al, 2010).…”

Section: Introductionmentioning

confidence: 99%

Relationship marketing and loyalty of mobile phone customers

Borishade

Ogunnaike

Kehinde

et al. 2022

Innovative Marketing

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The purpose of this study is to critically examine the effect of relationship marketing (such as trust, commitment, communication effectiveness, and conflict handling) on customer loyalty in the telecommunication service delivery sector. The data for this study were gathered through a questionnaire. In addition, a survey of two hundred and twenty-five (225) customers of telecommunication services in Nigeria supports the investigation. The Statistical Package for Social Sciences (SPSS) version 22 was employed to analyze the data gathered. The findings of this study show that trust, commitment, communication effectiveness, and conflict handling directly affect customer loyalty. In addition, all four variables directly influence customer loyalty. Hinging on the study’s discoveries, the paper suggested that organizations should strategically implement relationship marketing as this will help build and increase loyal customers. This study contributes to the body of knowledge in this field, which adds significant value. Moreover, the study provides valuable details on the telecommunication sector, possibly new to many readers. AcknowledgmentThe authors wish to appreciate the management of Covenant University for the full sponsorship of this publication in this journal.

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Informal interorganizational business relationships and customer loyalty: Comparing Guanxi, Yongo, and Wasta

Cited by 29 publications

References 130 publications

Analyzing Determinants for Adoption of Intelligent Personal Assistant: An Empirical Study

Analyzing Determinants for Adoption of Intelligent Personal Assistant: An Empirical Study

Informal Networks, Informal Institutions, and Social Exclusion in the Workplace: Insights from Subsidiaries of Multinational Corporations in Korea

Relationship marketing and loyalty of mobile phone customers

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