The effect of bonds on loyalty towards auditors: the mediating role of commitment

Kuenzel, Sven; Krolikowska, Ewa

doi:10.1080/02642060801988233

Cited by 19 publications

(11 citation statements)

References 58 publications

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“…The limited empirical support for the influence of knowledge transfers on customer commitment includes a study by Kuenzel and Krolikowska (2008) who find a positive effect of knowledge bond on customer commitment. Examining specific components of commitment, de Ruyter and Semeijn (2002) find a positive influence of resource ties on calculative commitment.…”

Section: Knowledge Transfersmentioning

confidence: 97%

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Product and relationship quality influence on customer commitment and loyalty in B2B manufacturing relationships

Čater

2010

Industrial Marketing Management

231

183

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Section: Knowledge Transfersmentioning

confidence: 97%

“…Relationships therefore represent an important tool for knowledge transfers between firms in the relationship (Håkansson & Snehota, 1995). The knowledge the customer gains from the supplier should direct the customer towards improvements in their products, processes and procedures (Kuenzel & Krolikowska, 2008).…”

Section: Knowledge Transfersmentioning

confidence: 99%

Product and relationship quality influence on customer commitment and loyalty in B2B manufacturing relationships

Čater

2010

Industrial Marketing Management

231

183

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“…There are three types of bonds, namely, social, structural and financial bonds that companies develop with their customers (Kandampully and Duddy, 1999). Social bonds can be defined as the personal relationship that helps an organization to develop a business relationship with its customers, which may act as the antecedent of commitment (Kuenzel and Krolikowska, 2008). Therefore, social bonds are the reason because customers are likely to have positive corporate image and they perceive commitment as their obligation.…”

Section: Relational Bonding and Corporate Imagementioning

confidence: 99%

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Rehman

Osman

Aziz

et al. 2019

JIMA

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Purpose Marketing investigations on the concomitant variables of both service quality and relationship marketing are very scarce. Hence, the purpose of this study is to examine the customers’ perception of the Takaful (Islamic insurance) in relation to service quality and relationship marketing. More importantly, the examination of the impact of both service quality and relationship marketing on corporate image is further established. Accordingly, corporate reputation and customer loyalty were further evaluated, along with these respective interactions. Design/methodology/approach A self-administered survey was conducted from 350 Malaysian customers of Takaful products and services. The purposive sampling was used to collect data from the existing customers of Takaful service operators in the Klang Valley, an area in Malaysia. The questionnaire was constructed through measures of PAKSERV for service quality, as well as other measures related to relationship marketing and other constructs in this study. Structured equation modeling was used in the analysis of data. Findings The current study is the first one of its kind to examine perceptions of customers of relationship marketing and service quality as predictors of corporate image, which drives corporate reputation and ultimate customer loyalty from the perspective of the Takaful industry in Malaysia. Service quality dimensions (tangibility, reliability and personalization) and relationship marketing dimensions (Islamic ethical behavior and structural bond) positively influence corporate image of the Takaful organizations. Moreover, customer loyalty can be predicted, mainly through corporate reputation as well as corporate image. Research limitations/implications The present study is focused on the existing Malaysian Takaful customers as the population frame. Accordingly, future research studies may evaluate the same model, but perhaps in another different cultural context where the Takaful industry can grow and expand in other countries, including Saudi Arabia, Sudan and Pakistan. More importantly, the same variables may be verified to different service industries in future studies, especially those constructs related to relationship marketing because many products and services at present can be attained without face-to-face interactions through online transactions without having brick and mortar businesses. Practical implications It is important for Takaful service operators to focus on connecting the social and financial bonds to ensure the fulfilment of customers’ needs. They also need to improve the qualities related to tangibility, reliability and personalization to be able to increase their market share, especially in this present highly competitive market. Indeed, Takaful generally provides financial protection and risk management; nevertheless, the religious and ethical values need to be embraced in totality unlike conventional insurance, which has the element of gambling, uncertainty and the imposition of interest. Hence, this study aims to assist the Takaful operators toward achieving corporate reputation and apparently customer loyalty for them to remain relevant in this industry. Originality/value The model used in this study is based on the cultural context of Malaysia from the perspective of the Takaful industry. It attempts to explain customer loyalty through the incorporation of service quality and relationship marketing dimensions, where it is associated with the elements of the values of Islamic ethics especially in business transactions. More importantly, these dimensions were put together to identify its impact on corporate image, corporate reputation, and ultimately, customer loyalty, thus illustrating a distinct set of outcomes of the present study.

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“…coworkers, peers, and supervisors), and developing cohesive interpersonal interactions in employing organizations. Because social bonds relate to positive interpersonal relationships (Kuenzel and Krolikowska, 2008), a previous study provided evidence that the perceived quality of interpersonal relationships within an organization exerts a direct effect on organizational commitment (Wong and Wong, 2003). Thus, this study proposes the following hypothesis: H1.…”

Section: Hypotheses Developmentmentioning

confidence: 99%

“…Interpersonal relationships are a critical binding factor in an organization (Sengupta, 2011) that can be attributed to social bonding (Venetis and Ghauri, 2004). Social bonding relates to positive interpersonal relationships (Kuenzel and Krolikowska, 2008) and forms during interpersonal interaction and social exchange (Liang and Wang, 2005;Zhang and Zhao, 2010).The strength of the social bonds of an individual employee in an organization depends on the employee's perception of the interpersonal interaction in the organization. An interpersonal relationship is an interactive social bond that employees develop with their colleagues and supervisors over time, and is deeply grounded in the Chinese culture (Wong and Wong, 2003).…”

Section: Introductionmentioning

confidence: 99%

Moderators of the relationship between social bonding and organizational commitment

Wang

2014

Managing Service Quality

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Purpose – The commitment of service employees to an organization is a critical concern that affects the success of an organization. The purpose of this paper is to investigate whether the social bonds between the supervisor and the employee, and among employees, foster organizational commitment in employees. The study subsequently explored the moderating role of work status (full-time vs parttime) and employee individualistic values in the relationship between social bonding and commitment. Design/methodology/approach – Empirical data were collected from the frontline employees of restaurants in Taiwan (n=395). Hierarchical moderated regression analysis was used to examine the relationship between social bonds and relationship commitment and the moderating effect of work status and individualistic values on the social bonding-commitment relationship. Findings – The results show that social bonding is an antecedent to organizational commitment, and work status and individualistic values moderate the social bonding-commitment relationship. The effect of social bonding on organizational commitment is stronger for full-time and less individualistic employees than for part-time and more individualistic employees. Originality/value – This research contributes to knowledge of the effect of social bonding on employee organizational commitment, and provides evidence showing that work status and employee values affect the social bonding-commitment relationship.

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The effect of bonds on loyalty towards auditors: the mediating role of commitment

Cited by 19 publications

References 58 publications

Product and relationship quality influence on customer commitment and loyalty in B2B manufacturing relationships

Product and relationship quality influence on customer commitment and loyalty in B2B manufacturing relationships

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Moderators of the relationship between social bonding and organizational commitment

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