The impact of perceived trustworthiness on trust and commitment: a case of boosters in a university athletic programme

Ko, Yong Jae; Kim, Yu Kyoum; Kim, Sang Woo; Arai, Akiko; Rhee, Yong Chae; Park, Chanmin

doi:10.1080/17430437.2019.1680640

Cited by 4 publications

(3 citation statements)

References 98 publications

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“…This research affirms that CSR can enhance customer trust, commitment, and satisfaction toward cruise companies, and is consistent with the findings of Ko et al [108] and Lacey and Kennett-Hensel [52]. Therefore, by fulfilling CSR, the cruise industry can not only improve its reputation and image but also strengthen the intensity and depth of relationships with consumers, consequently promoting customer loyalty.…”

Section: Theoretical Implicationssupporting

confidence: 90%

Navigating the Post-Pandemic Era: The Mediating Role of Relationship Quality and Perceived Value on Cruise Passengers’ E-WOM in Taiwan

Zhang,

Chang,

Rong

et al. 2023

Sustainability

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Prompted by the severe effects of the COVID-19 pandemic on Taiwan’s cruise industry, this research aims to explore the potential role of corporate social responsibility (CSR), relationship quality (RQ), and perceived value (PV) in reviving cruise tourism. The central research question focuses on how these constructs motivate Taiwanese passengers’ engagement in cruise tourism and shape their electronic word-of-mouth (E-WOM) behavior in the post-pandemic era. Therefore, a comprehensive theoretical model was proposed to evaluate cruise operators’ relationship-building strategies. The research method involved a convenience sampling approach to gather a robust dataset of 566 valid responses from a questionnaire survey. The data were rigorously analyzed using statistical software, SPSS 22.0 and AMOS 22.0, via the partial least squares structural equation modeling (PLS-SEM) technique. The findings reveal that CSR and RQ substantially impact customers’ E-WOM and identified PV and RQ as salient mediators between CSR and E-WOM. In conclusion, this research enriches our understanding of the recovering cruise industry’s operation model in the post-pandemic phase. It provides academically grounded insights into how enhanced relationship building, CSR, and PV generation can enable cruise operators to influence E-WOM behavior positively.

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Section: Theoretical Implicationssupporting

confidence: 90%

Navigating the Post-Pandemic Era: The Mediating Role of Relationship Quality and Perceived Value on Cruise Passengers’ E-WOM in Taiwan

Zhang,

Chang,

Rong

et al. 2023

Sustainability

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“…CA association refers to psychological associations with organizations that provide excellent products and services, whereas CSR association denotes that consumers' association with organizations that is considered as socially responsible (Brown and Dacin, 1997). These perspectives have been utilized in brand association research (Chang et al ., 2017; Grunwald and Hemplemann, 2010; Klein and Dawar, 2004; Ko et al ., 2020; Walsh and Bartikowski, 2013). Since athletes are also considered human brands (Carlson and Donavan, 2013), we argue that consumers can also use both the information of scandalized athletes' on-field performances and off-field behaviors as a reference point.…”

Section: Theoretical Background and Hypothesis Developmentmentioning

confidence: 99%

The effects of pre-scandal associations of athlete endorsers and scandal types on consumer blame and eWOM

Sato

Kim

et al. 2023

IJSMS

Self Cite

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PurposeThe purpose of this research is to examine how pre-scandal associations and scandal types interactively influence consumer judgment and negative electronic word-of-mouth (eWOM).Design/methodology/approachDrawing from cognitive dissonance theory and associative memory network model, the online experiments (Amazon Mechanical Turk; Nexperiment 1 = 146 and Nexperiment 2 = 189) were conducted to examine the effects of positive pre-scandal associations (performance vs pro-social) and scandal types (performance-related vs -unrelated) on consumer blame and eWOM toward scandalized athletes. Data were analyzed by employing t-test (experiment 1), Multivariate Analysis of Covariance (MANCOVA) and PROCESS Model 8 (experiment 2) to test the hypotheses.FindingsThe findings highlight that positive pre-scandal association demonstrated both protecting and backfiring effects depending on the types of scandals. Specifically, when performance-related scandals emerged, consumers made more negative blame judgment of athletes with salient performance association, relative to pro-social association. Inversely, when performance-unrelated scandals occurred, athletes with salient pro-social association were more likely to be blamed. Regarding eWOM, consumers generate more negative eWOM when athletes with pre-performance associations are involved with performance-related scandals. This pattern of the result was not observed when athletes' pro-social association and performance-unrelated scandals were prominent.Originality/valueThe current work adds consumers' negative eWOM toward scandalized athletes to the literature as a predictor of how athletes' pre-scandal association with consumers and scandal types are related. The findings indicate that consumers feel greater dissonance and generate more negative eWOM when athletes' pre-scandal associations and scandal types are closely related.

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“…Trust leads to long-term loyalty and strengthens the relationship between the two parties (Garbarino and Johnson in Ko et al, 2020). Chaudhuri and Holbrook in Amanullah…”

Section: Hypothesis and Research Frameworkmentioning

confidence: 99%

The Effect of Theory of Planned Behavior and Customer Relationship Marketing on Mutual Fund Investment Intentions

Dewi¹,

Ronny²

2023

jemasi

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The study tries to evaluate as well as find out the causes of investor intentions when investing their funds in mutual funds. we use a sample from Bank Mandiri on the grounds that the anomaly in the value of assets and large branches was not able to make Bank Mandiri as an entity that has the highest mutual fund investment portfolio in Indonesia. We used a total of 200 respondents in East Java, Indonesia. the data was processed with structural equation model and path analysis approaches. the results of the estimation found that Perceived Behavioural Control (PBC), Macro Factors, Subjective Norms, Customer Relationship Marketing (CRM), and Trust have a significant effect on Mutual Fund Investment Intention. We tried to moderate the effect of trust on several variables and found interesting results where Trust can be significantly moderated between PBC on Mutual Fund Investment Intention; moderation between Subjective Norms on Mutual Fund Investment Intention; and moderation between CRM on Mutual Fund Investment Intention. The results of this study show that Customer Relationship Marketing (CRM) is part of a marketing strategy to satisfy and maintain customer loyalty. CRM can be a stimulus to customer satisfaction and loyalty, that proper CRM has an impact on satisfaction and will further affect customer loyalty. This can be a reference for Bank Mandiri in developing and implementing the right CRM strategy, especially in recommending the best investment instruments according to customer needs, and can provide added value that is felt directly, both by customers and by Bank Mandiri.

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The impact of perceived trustworthiness on trust and commitment: a case of boosters in a university athletic programme

Cited by 4 publications

References 98 publications

Navigating the Post-Pandemic Era: The Mediating Role of Relationship Quality and Perceived Value on Cruise Passengers’ E-WOM in Taiwan

Navigating the Post-Pandemic Era: The Mediating Role of Relationship Quality and Perceived Value on Cruise Passengers’ E-WOM in Taiwan

The effects of pre-scandal associations of athlete endorsers and scandal types on consumer blame and eWOM

The Effect of Theory of Planned Behavior and Customer Relationship Marketing on Mutual Fund Investment Intentions

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