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Customer commitment has been studied for more than two decades. It is one of the most powerful marketing tools in maintaining steady affiliation between patrons and brands or service providers. To examine its knowledge corpus, a b...
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Customer commitment has been studied for more than two decades. It is one of the most powerful marketing tools in maintaining steady affiliation between patrons and brands or service providers. To examine its knowledge corpus, a bibliometric review was performed to scrutinize 457 Scopus-indexed documents. The research design consisted of descriptive analysis, citation analyses, co-citation analyses, and keyword cooccurrence analysis. This review aimed to assess the literature volume, growth trajectory, and geographic distribution; indicate key journals, authors and documents; probe the intellectual structure of the knowledge base; and emphasize the topical foci of the literature. This review provides a baseline analysis for the evolution and future studies guiding scholars who will enter the customer-commitment research field.
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This study examines the level of organizational commitment between employees in public and private higher learning institutions in Malaysia. This quantitative study used a survey approach through adapted questionnaires where 142 a...
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This study examines the level of organizational commitment between employees in public and private higher learning institutions in Malaysia. This quantitative study used a survey approach through adapted questionnaires where 142 and 137 employees from public and private higher learninginstitutions were selected. Descriptive analyses and correlations were used in this research. Overall results of this study indicate that the commitment level of the employees from both higher learning institutions were medium. It was shown that there was a relationship between length of serviceand continuance commitment in both higher learning institutions. The results also revealed that educational level of respondents was found to have a significant relationship with affective commitment, continuance commitment and normative commitment in both higher learning institutions.
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Purpose This paper aims to conclude and provide a review of the current literature on a commitment to change (C2C). Detailed research is provided on the operationalization and conceptualization of C2C.Design/methodology/approach T...
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Purpose This paper aims to conclude and provide a review of the current literature on a commitment to change (C2C). Detailed research is provided on the operationalization and conceptualization of C2C.Design/methodology/approach The review is conducted based on 55 research papers published in different journals at different times in the past on C2C.Findings A complete framework from previous to latest literature has been depicted in the current paper on a C2C with their citation in the one study. Gaps that had not been addressed by previous authors are also highlighted to facilitate future researchers in regards to C2C. Especially in the context of quantitative studies gaps are highlighted in previous literature of C2C.Practical implications Future researchers can study the highlighted gaps with regards to C2C. Further it provides researchers a brief summary of 55 researches on C2C.
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Purpose - The purpose of this paper is to explore the effect of calculative, affective and normative commitment on bank employee-customer rapport and customer satisfaction. The mediating effect of rapport between each of the three...
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Purpose - The purpose of this paper is to explore the effect of calculative, affective and normative commitment on bank employee-customer rapport and customer satisfaction. The mediating effect of rapport between each of the three types of commitment and customer satisfaction is also examined. Design/methodology/approach - Structural equation modelling by Partial Least Square method is used for analysing the data on 212 bank customers in Bangladesh. Findings - Results indicate that affective and normative commitment of customers has strong influence in developing rapport, whereas the impact of customers' calculative commitment on rapport was found to be non-significant. The study also found that rapport has a complementary mediation effect between the three types of commitment and customer satisfaction. Practical implications - While providing training to front line employees, bank management should make them aware that not all customers may have the same level of positive attitude or cooperation for the rapport-building procedure. Employees should understand that different customers will respond differently to their efforts for building rapport due to their pre-existing commitment levels towards banks. Bank management should acknowledge that customers' current level of commitment may be further strengthened or weakened by successful or unsuccessful rapport building with banks' employees and thereby re-evaluate their satisfaction level with the bank. Originality/value - The study contributes to the relationship literature by exploring the mediating role of rapport between commitment and customer satisfaction, and by considering the influence of normative commitment on customer-employee rapport in financial services.
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A review of the organizational commitment literature has pointed out several advantages as well as some limitations of the approach advanced by Meyer and Allen (Meyer, P.J. and Allen, J.N. (1997). Commitment in the workplace: Theo...
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A review of the organizational commitment literature has pointed out several advantages as well as some limitations of the approach advanced by Meyer and Allen (Meyer, P.J. and Allen, J.N. (1997). Commitment in the workplace: Theory, research, and application. Thousand Oaks, CA: Sage.). The advantages include good psychometric properties of the current scales, acceptable discriminant validity of the three dimensions, and research findings that showed the usefulness and acceptable content validity of the three-dimensional approach. Some of the limitations are limited predictive validity, conceptual ambiguity of continuance commitment, and concept redundancy between normative and affective commitment. This paper suggests a conceptualization that builds upon the strengths of the current approaches and minimizes their limitations. The proposed theory contends that organizational commitment is two-dimensional. One dimension is instrumental in nature and the second is affective. In addition, a sharp difference needs to be made between commitment propensity that develops before one's entry into the organization and commitment attitudes that develop after one's entry into the organization. The advantages of the suggested theory and its implications for the understanding of organizational commitment and future research on it are discussed.
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This study examined the relations of organizational commitment and demographic factors with objectively measured absence frequency data of 106 staff at a UK school, collected over a 1-year period. We found significant associations...
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This study examined the relations of organizational commitment and demographic factors with objectively measured absence frequency data of 106 staff at a UK school, collected over a 1-year period. We found significant associations of commitment and absenteeism, with high affective and normative commitment, and low continuance commitment being associated with lower levels of absence. Age moderated two of these associations, with low normative commitment and high continuance commitment predicting absence most strongly for older workers. Our findings help practitioners and researchers to understand how commitment may interact with other factors to predict absence. Interaction effects in our data showed that absence frequencies tended to be highest for older workers who felt a lower sense of obligation to their organization, or a lack of alternatives to their present employment.
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Adopting low-carbon diets is important to meet our climate goals. Prior experimental evidence suggests green nudges help people adopt such diets, more so when encouraged to think through them. In this paper, we re-evaluate this ro...
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Adopting low-carbon diets is important to meet our climate goals. Prior experimental evidence suggests green nudges help people adopt such diets, more so when encouraged to think through them. In this paper, we re-evaluate this role of reflection in a "social norm" nudge to promote intentions for climate-friendly diets in the United Kingdom. Using 5,555 English respondents, we find that the social norm nudge increases meal order intentions for low-carbon diets versus the control condition. Asking people to reveal their personal dietary norms after exposing them to these social norms ("lower-order nudge+") does not produce any measurable change compared to the nudge. However, when people are subsequently encouraged to think and pledge to climate-friendly diets ("higher-order nudge+"), the effectiveness of the social norm nudge increases by 90% or more.
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Previous research in retailing contexts finds customers feel guilty after violating a social norm and that such customer-induced guilt leads to increased repatronage intention, despite guilt being a negative emotion. However, prio...
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Previous research in retailing contexts finds customers feel guilty after violating a social norm and that such customer-induced guilt leads to increased repatronage intention, despite guilt being a negative emotion. However, prior research has neither identified the mechanism through which this occurs nor how relationship type may influence this process. Additionally, previous work has not considered how service providers should react when a customer experiences guilt. This paper advances research on guilt by first proposing that affective and normative commitment are intermediate e-motivations, mediating the effect of guilt on repatronage intention, but that these e-motivations differ depending on the strength of the customer's commercial friendship with the service provider. Second, this research investigates whether service providers, when faced with a guilty customer, should emphasize or downplay the customer's norm violation (CNV). Survey findings reveal that affective commitment fully mediates the relationship between guilt and repatronage intention for those in strong commercial friendships, whereas guilt directly affects repatronage intention for those in weak commercial friendships. Normative commitment does not play a mediating role. Additionally, experimental findings suggest that enhancing the CNV increases guilt. However, doing so also increases perceived guilt induction, which ultimately decreases repatronage intention.
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The antecedents and outcomes of organizational commitment (OC) have been studied extensively over the last three decades. While the majority of research has focused on the OC of employees working in organizations based in a single...
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The antecedents and outcomes of organizational commitment (OC) have been studied extensively over the last three decades. While the majority of research has focused on the OC of employees working in organizations based in a single country or region, studies have also emerged examining the OC of employees working in multinational corporations (MNCs). However, there has been no attempt to comprehensively review and synthesize the literature in this area, limiting our understanding on how to effectively manage OC in MNCs. The present study conducts a systematic review of empirical literature on OC in the MNC context. We review literature on the theoretical foundations, antecedents and outcomes of OC in MNCs, and evaluate empirical papers that expand our understanding of the nomological network of constructs to which OC is related in the MNC context. Building on the review, we then present a future research agenda, which targets opportunities for empirical and theoretical advancement of research on OC in the MNC setting.
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This study aims to compare the type of organisational commitment in two manufacturing facilities' employees. We also compared the employees' profile to find answers of what kind of employee relates to each type of commitment and w...
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This study aims to compare the type of organisational commitment in two manufacturing facilities' employees. We also compared the employees' profile to find answers of what kind of employee relates to each type of commitment and why both companies present so different results. An analysis of k-means clusters under the k-nearest neighbour method was carried out for identifying subgroups inside the studied sample which was 254 direct employees. Profiles with elevated affective commitment scores indicate that employees feel emotionally attached to the organisation. Additionally, two analyses of variance were performed: first is identifying significant differences in the dimensions that conform organisational commitment and socio-demographic aspects, such as age, marital status, gender and seniority; second is as a means to identifying differences among items that conform job stability, and the clusters previously identified by k-means clusters analysis. Results show that affective commitment was higher in one of the facilities, while continuance commitment was higher in the other one which is important for the implications that they bring to the involved organisations.
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