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Journal articles on the topic 'Customer intimacy'

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Published: 4 June 2021
Last updated: 3 February 2022

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1

Kai‐Uwe Brock, Jürgen, and Josephine Yu Zhou. "Customer intimacy." Journal of Business & Industrial Marketing 27, no. 5 (June 8, 2012): 370–83. http://dx.doi.org/10.1108/08858621211236043.

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2

Nora, Liza. "Testing customer’s knowledge on customer intimacy and its impact on repurchase intention." VINE Journal of Information and Knowledge Management Systems 49, no. 4 (November 11, 2019): 594–608. http://dx.doi.org/10.1108/vjikms-03-2019-0041.

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Purpose The purpose of this paper is testing customer’s knowledge on customer intimacy and its impact on repurchase intention, specifically to Bank Muamalat’s customers in Jakarta, Indonesia. Design/methodology/approach This research was conducted at sharia bank with research subject that is a customer of Bank Muamalat reasons to choose Bank Muamalat as a representative of other sharia banks as a place of research because it is the first sharia bank in Indonesia and more experienced in implementing sharia practices. The branch offices approved as research sites are only seven branch offices (Panglima Polim, Slipi, Tanah Abang, Kemayoran, Mangga Dua, Buaran and Kalimalang) in five areas of DKI Jakarta (Central Jakarta, West Jakarta, South Jakarta, East Jakarta and North Jakarta). Respondents at the seven branch offices are considered to represent customers of Bank Muamalat in the area of Jakarta. Data were collected from August to December 2017. Findings High customer knowledge is able to encourage customer intimacy, and high customer intimacy is also able to encourage repurchase intention. On the other hand, it was found that customer knowledge was not directly able to increase the intention of repeat purchase. However, from the mediation test (indirect effect) is seen with high customer knowledge, supported by the high customer intimacy, it can indirectly increase the high repurchasing intention. Originality/value Originality is seen from testing the mediation effect of customer intimacy on the influence of customer knowledge on purchase intentions. Furthermore, inconsistencies put the customer’s familiarity with familiarity, and familiarity with the intention of repeat purchase, are re-examined in the context of sharia banks. It is assumed the test results will be different if done in different countries and institutions.
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3

Tabrani, Mirza, Muslim Amin, and Ahmad Nizam. "Trust, commitment, customer intimacy and customer loyalty in Islamic banking relationships." International Journal of Bank Marketing 36, no. 5 (June 4, 2018): 823–48. http://dx.doi.org/10.1108/ijbm-03-2017-0054.

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PurposeThe purpose of this paper is to investigate the role of trust in enhancing customer loyalty, and to test the mediation role of commitment and customer intimacy in the relationship between trust and customer loyalty.Design/methodology/approachA total of 500 questionnaires were distributed and 200 were returned (40 percent response rate), and a structural equation modeling technique was used to test the hypotheses.FindingsThe results of this study show that trust has a significant relationship with commitment and customer intimacy but no significant relationship was found with customer loyalty. Commitment and customer intimacy have a significant relationship with customer loyalty. The mediation analysis reveals that commitment and customer intimacy play a mediation role in the relationship between trust and customer loyalty.Practical implicationsThis study indicates that commitment and customer intimacy affect customer loyalty. The role of commitment and customer intimacy as a mediator between trust and customer loyalty indicates that customers are committed to continuing and maintaining the relationships with Islamic banks.Originality/valueThis study provides empirical evidence on interrelationships between trust, commitment, customer intimacy and customer loyalty in banking relationships.
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Nora, Liza. "Trust, commitment, and customer knowledge." Management Decision 57, no. 11 (November 12, 2019): 3134–58. http://dx.doi.org/10.1108/md-10-2017-0923.

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Purpose The purpose of this paper is to determine the influence of customer trust, religious commitment, customer’s knowledge on customer intimacy and its impact on relational commitment and repurchase intention, especially in Sharia banks in Indonesia. Design/methodology/approach This study was conducted in Sharia Banks in Jakarta Bogor, Tangerang Bekasi (Jabotabek) area. The population of this study covered all bank customers. Because of the large population, the researchers took samples of the population. The partial least square (PLS) analysis tool was also appropriate to be used to analyze data from smaller samples. In total, 100 respondents were selected using a snow bowling sampling technique in August–September 2017. Findings Higher customer trust enhances the customer intimacy. Stronger religious commitment also strengthens the customer intimacy. It has been confirmed that customer intimacy enhanced the relational commitment among clients in Sharia banks in Indonesia. The results show that high customer knowledge is able to encourage customer intimacy, and high customer intimacy is also able to encourage repurchase intention. On the other hand, it was found that customer knowledge was not directly able to increase the intention of repeat purchase. However, from the mediation test (indirect effect) is seen with high customer knowledge, supported by the high customer intimacy, it can indirectly increase the high repurchasing intention. Originality/value There are some research gaps that were considered as the theoretical foundation and research framework in this study. The focus of this study was on the role of customer intimacy in mediating the influence of trust and religious commitment on relational commitment. Based on the empirical review, this study attempted to develop customer intimacy antecedents by testing religious commitment, which becomes the originality of this study. This study was done based on some empirical results indicating that the antecedent of customer intimacy still varied while it needed to be immediately developed. Furthermore, the inconsistencies in the correlation between customer intimacy and relational commitment were later re-examined in the context of Islamic banks. It was assumed that the test would result in different findings as the test was done in a different countries and institutions.
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Muhammad Umer Quddoos, Muhammad Asif Shamim, Muhammad Ramzan Sheikh, and Muhammad Tariq. "What Drives Customer Loyalty in Islamic Banking? An Evidence from Pakistan." Journal of Accounting and Finance in Emerging Economies 7, no. 1 (January 26, 2021): 53–63. http://dx.doi.org/10.26710/jafee.v7i1.1530.

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This study investigates the role of customer intimacy, commitment, and trust in increasing their loyalty and mediating role across trust and customer loyalty nexus. A total of 500 questionnaires were disseminated but 404 of these were included for analysis (approx. 81% response rate). The hypotheses were tested through the structural equation modeling technique using smart PLS. The results indicate that trust has a significant nexus with commitment, customer intimacy, and loyalty. Both commitment and customer intimacy have a significant nexus with customer loyalty. The mediation analysis reveals that commitment and customer intimacy act as important mediating variables in the nexus. The research outcome supports the notion that as the level of trust increases the level of intimacy, commitment, and loyalty would tend to increase as well. The results further reveal that customers are devoted towards persistent and continuing association with Islamic banks. Commitment, trust, and customer intimacy prove to be the foundation factors for building and strengthening customer loyalty. It emerges, that in terms of hierarchy, the customer trust needs to be evolved at the initial level consistently followed by customers' intimacy, commitment, and loyalty.
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Martens, Carmen, Jasmien Herssens, and Cécile Delcourt. "Design Supporting a ‘Customer-Perceived Intimacy’-Strategy in Healthcare Services." Proceedings of the Design Society: International Conference on Engineering Design 1, no. 1 (July 2019): 927–36. http://dx.doi.org/10.1017/dsi.2019.97.

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AbstractGiven that we live in a time within a growing competitive healthcare market, the customer experience and healing opportunities are on top of the priority list. However, little attention has been dedicated on how to merge the disciplines of architecture, healthcare and management to create healthcare environments to enhance the customer experience and the healing process. The goal of this paper is to explore how design can foster customer-perceived intimacy within a healthcare context to achieve enhanced customer outcomes, such as customer well-being. Understanding the importance of customer- perceived intimacy is paramount, as customers are constantly exposed to intimate situations. The study suggest that there is potential for such situations to be wrought with problems involving complexities associated with human cognition, emotions, physiological responses, and behaviors. A literature review is undertaken to highlight the antecedents and the short-term and long-term outcomes of customer- perceived intimacy. As a result, the paper provides a conceptual framework that raises many questions that need to be answered. In doing so, a solid foundation for future inquiry has been laid.
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7

Kamal (Universitas Padjadjaran - Indonesia), Irsyad, Deru R. Indika (Universitas Padjadjaran - Indonesia), and Muhamad Aqshel Revinzky (Universitas Padjadjaran - Indonesia). "APAKAH KEINTIMAN KEPADA KONSUMEN BERPENGARUH TERHADAP KEPUASAN KONSUMEN? STUDI KASUS PADA TEMPAT PENYEDIA JASA SERVIS MOBIL DI KOTA BANDUNG." Jurnal Manajemen Industri dan Logistik 3, no. 2 (November 29, 2019): 164–73. http://dx.doi.org/10.30988/jmil.v3i2.61.

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Abstract A shift in marketing orientation, from transactional marketing to long-term and involves emotions that become the current trend. Many ways and efforts made by the company to win the current competition is to conduct customer intimacy towards its customers. This research is aimed to see how the relationship between customer intimacy and customer satisfaction, measured using ordinary linear regression. Independent variable in this research is customer intimacy with factors of Tailoring, Coaching, and Partnering, and dependent variable customer satisfaction with Tangible, Empathy, Responsiveness, Reliability and Assurance as its factors, processed using customer satisfaction index method. Purposive sampling method is used to reach 100 respondents and the data is analyzed using ordinary linear regression. Simultaneous t- test is used to test hypotheses with significance level of 10%. Result shows that customer intimacy has positive and significant influence to customer satisfaction. Customer intimacy is able to define 14,8% customer satisfaction. This indicates a low relationship of customer intimacy to customer satisfaction in car service center. Keywords: customer intimacy; customer satisfaction; service quality Abstrak Orientasi pemasaran yang mulai beralih dari pemasaran transaksional menjadi pemasaran yang bersifat jangka panjang dan melibatkan emosi menjadi tren saat ini. Banyak cara dan upaya yang dilakukan oleh perusahaan untuk memenangkan persaingan saat ini adalah dengan melakukan customer intimacy terhadap konsumen nya. Penelitian bertujuan untuk melihat hubungan antara customer intimacy terhadap customer satisfaction yang diukur berdasarkan regresi linier sederhana. Penelitian ini menggunakan customer intimacy sebagai variable independen dengan faktor-faktor Tailoring, Coaching, dan Partnering sedangkan variabel dependen yang digunakan adalah customer satisfaction dengan faktor-faktor Tangible, Empathy, Responsiveness, Reliability, dan Assurance yang diolah menggunakan metode customer satisfaction index. Penelitian ini menggunakan metode purposive sampling sebagai sampel dengan menggunakan 100 tanggapan responden untuk diteliti. Data dianalisis dengan regresi linear sederhana. Pengujian hipotesis menggunakan Uji t simultan dengan tingkat signifikansi 10%. Hasil pengujian menggunakan uji t menunjukkan bahwa di tempat penyedia jasa servis mobil variabel customer intimacy berpengaruh positif signifikan terhadap customer satisfaction. Selain itu variabel customer intimacy dapat menjelaskan 14,8% variabel customer satisfaction. Hal ini mengindikasikan adanya pengaruh yang rendah tapi pasti dari customer intimacy terhadap customer satisfaction di tempat penyedia jasa servis mobil. Kata kunci: keintiman kepada konsumen; kepuasan konsumen; kualitas servis
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8

de Waal, André, and Béatrice van der Heijden. "Increasing customer loyalty and customer intimacy by improving the behavior of employees." Journal of Strategy and Management 9, no. 4 (November 21, 2016): 492–510. http://dx.doi.org/10.1108/jsma-06-2015-0045.

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Purpose One of the most important characteristics of high-performance organizations is that these organizations always aim at servicing their customers as best as possible. In practice, this means that the employees of these organizations have to behave toward customers in such a way that these customers are not only fully satisfied but also become loyal to the organization. The purpose of this paper is to look at the concrete behaviors that are needed to create this customer loyalty. Design/methodology/approach From a literature review the items that potentially are of influence on creating customer loyalty and customer intimacy were identified, based on a previous validated questionnaire while adding additional items. These items were subsequently validated in practice with a questionnaire distributed among people who are in daily life regular customers of organizations. Findings The research results show that there are eight behavioral factors of importance to create customer loyalty and customer intimacy: first, service quality delivered by employees; second, capability of employees to deliver high quality; third, empathy of employees toward customers’ wishes and needs; fourth, understanding of employees of customers’ needs; fifth, responsiveness of employees toward the needs of customers; sixth, courtesy of employees toward customers; seventh, service manner of employees; and finally, trust customers place in employees. Research limitations/implications The implication of this research is that, now that the behavioral factors are known, an organization can make sure its employees focus on displaying these behaviors toward customers consistently over time, in order to make sure customers will experience the organization as a high-performance organization and will feel loyalty toward the organization. Originality/value The research described in this paper adds to the literature in the sense that it encompasses previous research into once item list and specifically looks at behaviors that create excellent service and thereby customer loyalty and customer intimacy, both concepts that go beyond the much researched topic of customer satisfaction.
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9

Wood, Andy. "The 2013 Customer Intimacy Index." Journal of Direct, Data and Digital Marketing Practice 15, no. 1 (July 2013): 64–70. http://dx.doi.org/10.1057/dddmp.2013.36.

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10

Stephen, Andrew, and Yasmeen Ahmad. "Recreating Intimacy With Connected Consumers." GfK Marketing Intelligence Review 9, no. 2 (November 27, 2017): 48–53. http://dx.doi.org/10.1515/gfkmir-2017-00018.

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Abstract In the good old times shop manager knew their customers personally and were able to tailor offerings to their needs and desires. But how can we create meaningful moments for connected consumers in global markets? Yasmeen Ahmad explains how in digital times data fill in. Smart algorithms help generate insights and enable real time action to provide the right product and service to the right customer at the right time. Companies that don’t want to be left behind a digital elite need to remain close to their customers across multiple digital touchpoints. Being capable of reading, interpreting and acting upon consumers` traces is a prerequisite.
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Ahmad, Muhammad, and Mirza Ashfaq Ahmed. "A Study of Customer Orientation and Customer Commitment in the Food Sector of Pakistan." Lahore Journal of Business 8, no. 2 (October 1, 2019): 1–32. http://dx.doi.org/10.35536/ljb.2019.v8.v2.a1.

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This study examines the relationshipofa firm’scustomer orientations, salesperson customer-orientedbehaviorandcustomer intimacywithcustomer commitment. For the purpose of this study, the interpersonal relationship marketing model and the interpersonal attractioninvestment model are employed to propose the conceptual model. The conceptual model suggests that (1) firm’scustomer orientation positively influencesthe salesperson customer-orientedbehavior;(2) salesperson customer-orientedbehavior positively influences the customer intimacy;(3) customer-orientedbehavior positively mediates between customer orientation and customer intimacy;and (4) customer intimacy actsa positive mediatorbetweenthesalesperson customer-orientedbehavior and customer commitment. Through the course of this study, theproposed conceptual modelswere tested with the data collected from the firm and customer dyads. Moreover, thedata is collected from the food sector ofPakistan. Furthermore, the Smart-PLSis usedto testthestandardized dyadic data sets. Results have providedsubstantial support for the proposedconceptual model. Thereis strong support for the salesperson customer-orientedbehavior,and customer intimacy as mediator. Additionally, the results validate the interpersonal relationship marketing modeland the Rusbult investment modelas well. From a managerial perspective,this study canhelp organizational policy makersto understand the importance of salesperson behavior,and customer emotions for a long-term relationshipwith the targetedcustomer of the specific firm.
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Huda, Miftahul. "THE EFFECT OF CUSTOMER INTIMACY, CUSTOMERS EXPERIENCE, CUSTOMER SATISFACTION AND CUSTOMER BONDING ON CUSTOMER LOYALTY AT BANK BRI SYARIAH KCP PANDA'AN PASURUAN." Ad-Deenar: Jurnal Ekonomi dan Bisnis Islam 4, no. 02 (September 25, 2020): 244. http://dx.doi.org/10.30868/ad.v4i02.903.

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13

Chinomona, Richard, and Maxwell Sandada. "Predictors Of Customer Loyalty To Mobile Service Provider In South Africa." International Business & Economics Research Journal (IBER) 12, no. 12 (November 25, 2013): 1631. http://dx.doi.org/10.19030/iber.v12i12.8257.

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In spite of the increasing research on consumer behaviour, there is a dearth of studies that have investigated the influence of mobile provider service quality in customer satisfaction regarding customer trust and loyalty in the African mobile communication context. Therefore, this study examines the relationships using a data set of 151 mobile service clients in Gauteng Province of South Africa. All the posited five hypotheses are supported. The results indicate that the relationships between mobile service quality-customer satisfaction, customer satisfaction-customer trust, customer satisfaction-customer intimacy, customer trust-customer loyalty, and customer intimacy-customer loyalty are positive in a significant way. The research paper discusses both academic and managerial implications of the results and future research directions are suggested.
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Taghipourian, Mohammad Javad, and MahsaMashayekh Bakhsh. "Marketing Philosophies: From Customer Abuse to Customer Intimacy, and Again a Little Customer Torment." Journal of Business Theory and Practice 5, no. 3 (July 4, 2017): 198. http://dx.doi.org/10.22158/jbtp.v5n3p198.

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<em>Following the transformations of economy and expansion of business practices, marketing field has </em><em>evolved during distinctive eras. The aim of this paper is to explore various marketing philosophies in </em><em>four eras of production, sales, marketing, and relationship marketing that have started in Industrial </em><em>Revolution and lasted to the third millennium. Ultimately, 10 marketing philosophies will be contrasted </em><em>based on such criteria as main topics, actors, time horizon, power center, etc., so that a comprehensive </em><em>view toward this discipline would be achieved.</em>
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Waweru, Boniface, and John Karihe. "EFFECT OF CUSTOMER RELATIONSHIP MANAGEMENT STRATEGIES ON PERFORMANCE OF MEDIUM ENTERPRISES." Journal of Business and Strategic Management 6, no. 2 (September 20, 2021): 63–83. http://dx.doi.org/10.47941/jbsm.683.

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Purpose: The main purpose of this study was to investigate the effect of customer Relationship management strategies on performance of Medium Enterprises. Methodology: The researcher used descriptive research design. The study site is at Kiambu County, where researcher is expected to collect data from different 5 heads of department of 40 medium enterprises. Data shall be collected using self - administered Questionnaires since the found extensive knowledge in the market hence dropped the interview. The researcher employed SPSS version 24.00 to analyze descriptive statistic. The result was presented using tables and chart. Results: The study established that Customer Retention, Technology Infrastructure and Customer Experience positively and significantly affects performance of MSE's as shown by beta values of 0.449, 0.269 and 0.357andsignificant values of0.000, 0.013 and 0.001 respectively. Customer Intimacy was found to positively but insignificantly affects performances of MSE's. The results implies that increasing each of the independent variable with one unit increases performance of MSE's with associated beta values. The study concludes that Customer Retention, Technology Infrastructure, Customer Experience and Customer Intimacy positively affects performances of MSE's to positive levels. Unique contribution to theory, practice and policy: The study recommends that management of MSE's to enhance Customer Retention practices, Technology Infrastructure, Customer Experience practices and Customer Intimacy since the practices positively affects performances of the enterprises. Further research recommends in order to enhance retention firm should consider the following strategies, open communication policies, Corroborative or business partnering strategies and production innovation strategy. On second pillar(technology) the study recommends that firms should integrate technology with their good and service. On third pillar(customer experience) the study recommends that firm should support the customers throughout consumption process ,implement user defined product approach and implement J.I.T system. On the last pillar study recommends that firm should be customer centric when innovate product, open communication and organize met up's. Furthermore more the study recommends further comparative study on other counties; CRM practice and their effect on performance and remaining 50.6% out of 1006% CRM strategies accounted by other indicators not included in this study.
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Shukla, Mahendra Kumar, and Pinaki Nandan Pattnaik. "Linking Relational Benefits and Customer Loyalty: The Mediating Role of Customer Intimacy." Services Marketing Quarterly 41, no. 4 (October 1, 2020): 322–43. http://dx.doi.org/10.1080/15332969.2020.1830635.

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Santosa, MS Eric. "Can Customer Intimacy Strategy Generate Intention to Buy?" Economics, Law and Policy 3, no. 1 (May 7, 2020): p57. http://dx.doi.org/10.22158/elp.v3n1p57.

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Creating customer intention to buy is obviously a major task of every marketer and/or firm. Many tactics are exercised to generate the intention, in which a buying behavior is hopefully occured. A customer intimacy strategy supposedly be a particular way to do it. However, its power to generate the intention hypothetically is not straight forward, but through other variables. It is commonly known, in accordance with the Theory of Planned Behavior (TPB), the intention could be predicted by consumer attitude and subjective norm. Meanwhile, the attitude and subjective norm theirself are frequently in-line with the product’s performance. Therefore.the purpose of the study is to investigate the power of customer intimacy strategy in creating the customer intention to buy through the product’s brand equity and both the consumer attitude and subjective norm. A 108 sample is withdrawn from those who recognize, are interested of and want to buy Dagadu products. Amos 16.0 and SPSS 16.0 are employed in analyzing data. The result shows that the customer intimacy strategy has significant effects to the brand equity, attitude and subjective norm. In addition, the brand equity also has a significant influence to the intention.
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Akçura, M. Tolga, and Kannan Srinivasan. "Research Note: Customer Intimacy and Cross-Selling Strategy." Management Science 51, no. 6 (June 2005): 1007–12. http://dx.doi.org/10.1287/mnsc.1050.0390.

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Sijuwade, Philip O. "COUNTERFEIT INTIMACY: A DRAMATURGICAL ANALYSIS OF AN EROTIC PERFORMANCE." Social Behavior and Personality: an international journal 23, no. 4 (January 1, 1995): 369–76. http://dx.doi.org/10.2224/sbp.1995.23.4.369.

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Observation of customer - waitress interaction in a topless club over a two and one half month period are presented. Data was generated by a participant-observer who worked as a waitress-dancer in a topless club during this period. Analysis focuses on the setting, appearance and manner of the “cynical performance” (Goffman, 1959), orchestrated by the waitress through which she uses nudity and nude dancing to stimulate the fantasies of her patrons, and thereby creates “counterfeit intimacy”, (Boles and Garbin, 1987). The overriding goal of the club and the waitress-dancers is to make money through the sale of alcohol and table dances; customer goals are to have a ”sexual experience” (not necessarily intercourse), of some sort. Various “ploys” enacted by both customers and waitresses, are analyzed, with the ultimate goal of these ploys being to enhance the effectiveness of the “counterfeit intimacy” contrived by both parties. Conclusions suggest that all forms of “counterfeit” can be studied as sources of benefits for people whose expectations have not been met by legitimate institutions, and that rationality in performance is maximised in performances explicitly designed to he counterfeit.
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Mahmudi, Mahmudi, and Rizka Luluh Prastmawati. "The Effect of Sharia Governance and Customer Relationship Marketing on Muzakki Loyalty." AKRUAL: Jurnal Akuntansi 12, no. 1 (October 24, 2020): 1. http://dx.doi.org/10.26740/jaj.v12n1.p1-17.

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This study aims to analyze the effect of sharia governance and customer relationship marketing on muzakki loyalty. In this study, sharia governance was divided into six variables, i.e. transparency, accountability, responsibility, independence, fairness, and sharia compliance. Whereas customer relationship marketing was divided into four variables, i.e. trust, communication, commitment, and customer intimacy. We employed survey as a preferred method to obtained data. The samples of this study consisted of 200 muzakki (zakat payer) at amil zakat institutions (LAZ) in Yogyakarta, Indonesia. The data was analyzed using OLS regression techniques. The results of this research found that transparency, fairness and sharia compliance have a positive significant effect on customer loyalty, while accountability, responsiveness, and independency do not have significant effect on customer loyalty. Regarding the variable of customer relationship marketing, the result showed that communication, trust, and customer intimacy have a positive and significant effect on muzakki loyalty while commitment has no effect. It can be inferred that sharia governance and customer relationship marketing partially have a positive effect on muzakki loyalty.
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Osei, Godfred. "Customer Intimacy Adoption and its impact on Organisational Performance." Journal of Research in Marketing 8, no. 1 (October 3, 2017): 600. http://dx.doi.org/10.17722/jorm.v8i1.197.

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Yim, Chi Kin (Bennett), David K. Tse, and Kimmy Wa Chan. "Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer–Firm Affection and Customer–Staff Relationships in Services." Journal of Marketing Research 45, no. 6 (December 2008): 741–56. http://dx.doi.org/10.1509/jmkr.45.6.741.

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Wang, Tien, and Fu-Yu Lee. "Examining customer engagement and brand intimacy in social media context." Journal of Retailing and Consumer Services 54 (May 2020): 102035. http://dx.doi.org/10.1016/j.jretconser.2020.102035.

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Augustia, Sekarani Yuteva, Susilo Toto Raharjo, and Sutopo Sutopo. "INVESTIGATING THE EFFECT OF CUSTOMER RELATIONS QUALITY AND PRODUCT EXCELLENCE ON MARKETING PERFORMANCE THROUGH PRODUCT COMPETITIVE ADVANTAGE (Empirical Study at PT Bank Mega, Tbk)." Jurnal Sains Pemasaran Indonesia (Indonesian Journal of Marketing Science) 17, no. 2 (April 21, 2019): 103. http://dx.doi.org/10.14710/jspi.v17i2.103-118.

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In this highly competitive banking industry, every bank needs to create superior value for its customers. The ideal banking industry to improve the quality of customer relationships is a company that wants to optimize profits by closer (customer intimacy) and harmonious relationship with its customers. Thus, the value-added relationship marketing can be optimized in streamlining and streamlining costs to acquire new customers or retain old customers so that the cost and marketing efforts are not in vain and profits can be increased even more. This study specifically examines the effect of customer relationship quality and product excellence on the company's marketing performance through a competitive advantage in the banking industry. The industry that is used as a research object is PT Bank Mega, Tbk Regional Semarang. The analytical tool used in this study is the Structural Equation Model (SEM) of the AMOS statistical package. From the research results can be concluded that the quality of relationships influence and positive product superiority to marketing performance. While a competitive advantage does not have a positive effect on marketing performance. At the end of the discussion, the limitations of research and future research agenda can be used as a reference for further study or research.
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Ponder, Nicole, Betsy Bugg Holloway, and John D. Hansen. "The mediating effects of customers’ intimacy perceptions on the trust-commitment relationship." Journal of Services Marketing 30, no. 1 (February 8, 2016): 75–87. http://dx.doi.org/10.1108/jsm-04-2014-0117.

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Purpose This paper aims to draw from intimacy theory in examining the mediating effects of interactive communication and social bonds on the trust–commitment relationship. Design/methodology/approach The study is conducted in the professional services context. Qualitative and quantitative data are gathered from respondents engaged in attorney–client and real estate–client relationships. Unstructured, in-depth interviews are first conducted for use in model development. Study hypotheses are examined and mediation tests are conducted utilizing the serial multiple mediator model proposed by Hayes (2013). Findings Study findings indicate that intimate relationships in the professional services context are characterized by interactive communication and social bonds, and that the variables act as full mediators of the trust–commitment relationship. Though trust has a positive and significant effect on commitment in isolation, this relationship becomes nonsignificant when simultaneously accounting for the effects of the two variables. Practical/implications Study findings suggest a need for programs designed to assist professional service providers in the development of intimate customer relationships. The importance of interactive communications and social bonding should be emphasized in these programs. Originality/value The study is one of the few empirical papers to investigate the role of intimacy in service relationships and the first to illustrate its mediating effects on the trust–commitment relationship.
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Cuganesan, Suresh. "A Case Study on Organisational Performance Measurement Systems for Customer Intimacy." Australian Accounting Review 15, no. 35 (March 2005): 52–61. http://dx.doi.org/10.1111/j.1835-2561.2005.tb00251.x.

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Cuganesan, Suresh. "Calculating customer intimacy: accounting numbers in a sales and marketing department." Accounting, Auditing & Accountability Journal 21, no. 1 (January 4, 2008): 78–103. http://dx.doi.org/10.1108/09513570810842331.

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Ponnam, Abhilash, and Rik Paul. "Relative importance of service value by customer relationship stages." International Journal of Bank Marketing 35, no. 2 (April 3, 2017): 319–34. http://dx.doi.org/10.1108/ijbm-04-2016-0056.

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Purpose The purpose of this paper is to empirically sketch the phenomenon about the nature of service value expected in different stages of relationship over time in Indian retail banking context. Design/methodology/approach Customer service value dimensions pertinent to Indian retail banking context were explored psychometrically. Later, mean factor scores of obtained service value dimensions across relationship stages (early, intermediate, and advanced) were calculated and fed into PERMAP software to graphically depict the relationship between value dimensions and relationship stages. To validate the PERMAP solution, one-way ANOVA was run for each value dimension with independent variable as a relationship level. Findings The service value dimensions pertinent to Indian banking context are customer intimacy, product leadership, service equity, perceived sacrifice, service quality, and operational excellence. The authors could empirically prove that except for operational excellence and service quality, all the other value dimensions exhibited variation in importance over time. Results reveal that customers in the early stages of relationship value tangible value dimensions and the ones in advanced stages of relationship value intangible dimensions. Practical implications Managers should formulate marketing strategies which will signal the customers, the superiority of the bank in delivering performance on tangible dimensions during the early stages of relationship, whereas understanding and addressing unique customer needs and establishing an emotional bonding with customers should be emphasized in the advanced stages of relationship. Originality/value The current research could adequately establish the essential role of tangible value dimensions in shaping service value during the early stages of relationship and intangible value dimensions in the later stages of relationship.
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Balas Rant, Melita, and Simona Korenjak Cerne. "Becoming a Hidden Champion: From Selective use of Customer Intimacy and Product Leadership to Business Attractiveness." South East European Journal of Economics and Business 12, no. 1 (April 1, 2017): 89–103. http://dx.doi.org/10.1515/jeb-2017-0008.

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AbstractThis paper sheds light on factors that support SMEs becoming market leaders on an international scale. Specifically, it studies the hidden champion type of companies, defined as SMEs that hold market leadership in narrow business segments on a regional or wider international scale. The market positioning of hidden champions is defined subjectively by CEOs in such a way that they create a high level of business attractiveness. This explorative study reveals that product leadership and customer intimacy are two blocks that build the business attractiveness of hidden champions. More specifically, the study on data from 93 niche leaders from Central and Eastern Europe showed that product leadership negatively moderates the business attractiveness-performance relationship, while the impact of the combination of product leadership and customer intimacy on the business attractiveness-firm performance relationship is not straightforward and depends on different combinations of these values.
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Grandinetti, Roberto, Maria Vincenza Ciasullo, Marco Paiola, and Francesco Schiavone. "Fourth industrial revolution, digital servitization and relationship quality in Italian B2B manufacturing firms. An exploratory study." TQM Journal 32, no. 4 (June 30, 2020): 647–71. http://dx.doi.org/10.1108/tqm-01-2020-0006.

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PurposeIndustry 4.0 is dramatically affecting businesses behaviours and strategies, transforming products design, manufacture, operations and services. An outcome of this transformation is digital servitization. This paper aims to contribute to the extant literature about digital servitization in B2B contexts by analysing how I4.0-based servitization affects the quality of supplier–customer relationships.Design/methodology/approachThe authors adopted a qualitative methodology based on an exploratory multiple case study. In particular, the study included 22 Italian B2B manufacturing firms whose I4.0-based digital servitization approaches are described and, then, analysed in relation to the quality of supplier–customer relationships.FindingsThe access to customers and data is critical to enable advanced digital services and for improving relationship quality; the levels of relational intimacy and informational openness lead to two subsequent levels of data-driven efficiency and data-driven effectiveness, impacting significantly on relationship quality and enabling relational innovation.Originality/valueThe research explores the link, so far underestimated, between digital servitization and relationship quality in industrial contexts.
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Coltman, Tim, Timothy M. Devinney, and David F. Midgley. "Customer Relationship Management and Firm Performance." Journal of Information Technology 26, no. 3 (September 2011): 205–19. http://dx.doi.org/10.1057/jit.2010.39.

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In this paper, we examine the impact of customer relationship management (CRM) on firm performance using a hierarchical construct model. Following the resource-based view of the firm, strategic CRM is conceptualized as an endogenously determined function of the organization's ability to harness and orchestrate lower-order capabilities that comprise physical assets, such as IT infrastructure, and organizational capabilities, such as human analytics (HA) and business architecture (BA). Our results reveal a positive and significant path between a superior CRM capability and firm performance. In turn, superior CRM capability is positively associated with HA and BA. However, our results suggest that the impact of IT infrastructure on superior CRM capability is indirect and fully mediated by HA and BA. We also find that CRM initiatives jointly emphasizing customer intimacy and cost reduction outperform those taking a less balanced approach. Overall, this paper helps explain why some CRM programs are more successful than others and what capabilities are required to support success.
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Utami, Brizky Amalia, and Kurnia. "Komunikasi Bisnis melalui Social Media Trust guna Meningkatkan Customer Engagement pada Pixy Cosmetic." Jurnal Riset Manajemen Komunikasi 1, no. 1 (July 14, 2021): 46–53. http://dx.doi.org/10.29313/jrmk.v1i1.116.

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Abstract. Building business communication through Social media trust to increase Customer engagement becomes an interesting discussion. Because nowadays business communication is required to build a sense of trust and intimacy so that customers are willing to engage with the company through social media content. especially with the report that shows a decrease in consumer trust in social media for 41% because the consumer feel their data privacy can be utilized for the company's business purposes. Also with pixy cosmetics company that has a high potential in Social media trust but their social media engagement rate is still below 50%. this study analyzes how Social media trust can be influential in increasing Customer engagement.The purpose of this research is to understand business communication built through Social media trust can be directed to increase Customer engagement. Research using quantitative approach by distributing questionnaires through google form and calculated using SPSS through validity, reliability, and simple linear regression tests. The results of this study showed that Social media trusts proved positive can have implications for the increase in Customer engagement of Pixy Cosmetics. customer trust in the communication content of Pixy Cosmetics social media business will increase Customer engagement. The engaged customers will be willing to read Pixy Cosmetics social media content, willing to engage in interactions, even willing to share Pixy Cosmetics business communication content on their social media. Abstrak. Membangun komunikasi bisnis melalui Social media trust untuk meningkatkan Customer engagement menjadi pembahasan yang menarik. Karena saat ini komunikasi bisnis dituntut untuk membangun rasa kepercayaan dan keakraban sehingga customer bersedia untuk engage dengan perusahaan melalui konten media sosial. terlebih dengan adanya report yang menunjukkan tentang penurunan kepercayaan konsumen terhadap media sosial sebanyak 41% disebabkan konsumen merasa privasi data dapat dimanfaatkan untuk tujuan bisnis perusahaan. Juga dengan perusahaan Pixy Cosmetics yang memiliki potensi Social media trust tinggi tetapi rate engagement media sosialnya masih dibawah 50%. penelitian ini menganalisis bagaimana Social media trust bisa berpengaruh dalam meningkatkan Customer engagement. tujuan penelitian ini adalah untuk memahami komunikasi bisnis yang dibangun melalui Social media trust dapat diarahkan untuk meningkatkan Customer engagement. penelitian menggunakan pendekatan kuantitatif dengan menyebarkan kuesioner melalui google form dan dihitung menggunakan SPSS melalui uji validitas, reliabilitas, dan regresi linear sederhana. Hasil penelitian ini menunjukkan bahwa Social media trust terbukti positif dapat berimplikasi pada peningkatan Customer engagement Pixy Cosmetics. kepercayaan customer terhadap konten komunikasi bisnis media sosial Pixy Cosmetics akan meningkatkan Customer engagement. customer yang engage akan bersedia membaca konten media sosial Pixy Cosmetics, bersedia untuk terlibat dalam interaksi, bahkan bersedia membagikan konten komunikasi bisnis Pixy Cosmetics di media sosial mereka.
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Mansour, Majeed. "Factors propelling use of Islamic Banking Services: The moderating role of Customer Intimacy." International Journal of Business Excellence 1, no. 1 (2019): 1. http://dx.doi.org/10.1504/ijbex.2019.10023519.

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Wahyuni, Wahyuni, and Jajang Nurjaman. "PENERAPAN VALUE DISCIPLINE STRATEGY PADA BANK KALTIM CABANG TANA PASER." Sebatik 18, no. 1 (June 1, 2017): 5–9. http://dx.doi.org/10.46984/sebatik.v18i1.84.

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Bank Daerah saat ini diharapkan mampu bersaing dengan bank-bank swasta dalam meningkatkan kualitas taraf hidup masyarakat, selain untuk dapat menghimpun dana masyarakat di daerah tersebut. Bank Kaltim Cabang Tana Paser yang merupakan bank daerah di Kabupaten Tana Paser terus berupaya untuk memberikan layanan terbaik kepada nasabahnya dalam bentuk pelayanan produk dan jasa. Sesuai dengan visinya “Menjadi The True Regional Champion yang Kuat, Kompetitif dan Kontributif dalam mendukung pertumbuhan ekonomi daerah yang berkualitas”, Bank Kaltim Cabang Tana Paser membutuhkan suatu strategi bisnis untuk mencapai visi tersebut yaitu dengan menggunakan Value Discipline Strategy. Value discipline strategy atau bisa disebut disiplin nilai pertama kali dikemukakan oleh seorang presiden dari perusahaan Treacy yaitu Michael Treacy dan Fred Wierseam. Pada dasarnya, teori ini menekankan pentingnya identifikasi terhadap segmen pasar (market segment). Menurut pand angan ini, ada tiga segmen generik, diantaranya adalah Operational Excellence,Product Leadership,Customer Intimacy. Untuk dapat menentukan jenis strategi yang tepat, maka dibutuhkan suatu analisis baik dari faktor eksternal dan internal. Setelah dilakukan analisis dapat disimpulkan bahwa jenis strategi yang tepat untuk diterapkan adalah Customer Intimacy dimana pada jenis strategi ini Bank Kaltim Cabang Tana Paserdifokuskan pada pendekatan terhadap nasabah.
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Bügel, Marnix S., Peter C. Verhoef, and Abraham P. Buunk. "Customer intimacy and commitment to relationships with firms in five different sectors: Preliminary evidence." Journal of Retailing and Consumer Services 18, no. 4 (July 2011): 247–58. http://dx.doi.org/10.1016/j.jretconser.2010.11.005.

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Mansour, Majeed Mustafa Othman. "Factors propelling the use of Islamic banking services: the moderating role of customer intimacy." International Journal of Business Excellence 23, no. 1 (2021): 71. http://dx.doi.org/10.1504/ijbex.2021.111912.

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Osarenkhoe, Aihie. "What characterises the culture of a market-oriented organisation applying a customer-intimacy philosophy?" Journal of Database Marketing & Customer Strategy Management 15, no. 3 (June 2008): 169–90. http://dx.doi.org/10.1057/dbm.2008.14.

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Deepti Sinha and Sachin Sinha. "Branding in the Online Space: The Emerging Frontier of New-Age Marketing." Journal of Technology Management for Growing Economies 10, no. 1 (April 1, 2019): 19–27. http://dx.doi.org/10.15415/jtmge.2019.101002.

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Technology is proving to be both an enabler and a disabler as far as meaningful and effective brand experience is concerned. As humankind continues to march towards an elusive and illusive utopia of technological advancement, the personal touch of the brand experience is fast becoming a thing of the past. While it cannot be denied that the modern methods of marketing are leaving no stone unturned in ‘connecting’ with the customer, but, ironically enough, it is the ‘customer connect’ itself, which is getting lost in the process. Modern marketing, in general, and its digital avatar, in particular, are creating what can be called an ‘imaginary intimacy’ with the customer. The poor Alice-like customer is being led into a Wonderland of false promises. The clueless customer is being hoodwinked into believing that the gadget on his palm or his lap or his desk is the repository of remedies for all maladies. The biggest demerit of the digital revolution in marketing is that it has reduced consumer behaviour to a set of split-second reflex actions. The ‘thinking consumer’ is an endangered species now. This is a casualty of phenomenal proportions, which the marketer will realize to his detriment in the long run.
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Chhor, Chloe M., and Cecilia L. Mercado. "Integrating Customer Intimacy Into Radiology to Improve the Patient Perspective: The Case of Breast Cancer Screening." American Journal of Roentgenology 206, no. 2 (February 2016): 265–69. http://dx.doi.org/10.2214/ajr.15.15459.

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Read, Wayne, Nichola Robertson, Lisa McQuilken, and Ahmed Shahriar Ferdous. "Consumer engagement on Twitter: perceptions of the brand matter." European Journal of Marketing 53, no. 9 (September 9, 2019): 1905–33. http://dx.doi.org/10.1108/ejm-10-2017-0772.

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Purpose This paper aims to develop and empirically test a theoretical framework of consumer engagement with brands on Twitter. Design/methodology/approach Depth interviews were conducted to gain initial insights into consumer engagement on Twitter. Using a blend of the extant literature and interview findings, a theoretical framework, including antecedents, outcomes and moderators, was developed and empirically tested using cross-sectional survey data. Findings Brand customer service and brand intimacy positively influence consumer engagement on Twitter, and consumer engagement mediates the relationship between these antecedents and consumer co-promotion intentions. Consumer perceptions of a brand account’s popularity on Twitter and their likelihood of adding value to a brand are found to be moderators within the conceptual framework. Research limitations/implications Caution needs to be exercised in generalising these findings beyond the Twitter context, and the use of a cross-sectional survey means causality cannot be inferred. Practical implications Brands need to be perceived as providing excellent customer service and intimate brand knowledge on Twitter to drive consumer engagement and co-promotion. Brands are recommended to develop strategies to increase their Twitter following, including rewarding consumers for their contributions on the brand’s Twitter account to signal that they are valued. Originality/value The authors add to the emerging literature on consumer engagement on social media in two key ways, by developing and testing a theoretical framework of consumer engagement in the Twitter context and by identifying moderators in the consumer engagement process on Twitter.
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Ceyhan, Ayben, and Uğur Yozgat. "Does Brand Love Last Forever? : A Study on Turkey’s Lovemarks." EMAJ: Emerging Markets Journal 11, no. 1 (September 8, 2021): 76–85. http://dx.doi.org/10.5195/emaj.2021.222.

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Brand love has become an important concept in both the academic and business worlds. There are some studies in the literature conducted on consumers regarding the brand love, but no study focuses on brands that consumers are in love with. Therefore, to analyze how brand love is created and to identify the components of a sustainable brand love, we conducted a qualitative study on the brands that achieved the lovemark status several times in the survey conducted on the consumers in Turkey. We used the categories in the 2019 lovemark survey, a study conducted by Ipsos for MediaCat magazine every year, as the basis, and we evaluated brands that have been selected as lovemarks in their respective categories at least five times. Our study concluded that the brands created brand love through quality in product or service as well as diversity, customer satisfaction, brand trust, innovative products, sincerity, and emotional intimacy, being a solution-oriented brand, as demonstrated in other studies in the literature, and in addition, by creating social responsibility projects, and being accessible. These brands also made brand love sustainable through reliability, service, relevance, stand behind the promise, innovation, brand image, customer satisfaction, a sense of community, customer experience, emotional bond, trust, people-oriented communication strategy, real-life compatible products and services as well as creation of different experiences.
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Hagen, Birgit, Antonella Zucchella, and Pervez Nasim Ghauri. "From fragile to agile: marketing as a key driver of entrepreneurial internationalization." International Marketing Review 36, no. 2 (April 8, 2019): 260–88. http://dx.doi.org/10.1108/imr-01-2018-0023.

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PurposeThe purpose of this paper is to conceptualize strategic agility in entrepreneurial internationalization and highlight the role of marketing “under particular conditions” – those of early and fast internationalizers.Design/methodology/approachThe study is based on in-depth case studies of four entrepreneurial internationalizers using an inductive approach. The role of marketing is studied along a set of four key business processes, i.e. sensing through selective customer/partner intimacy; business development through selective experimentation and testing; coordination and harmonization of multiple stakeholders; and creative extension of resources.FindingsStrategic agility is a composite of flexibility and selective responsiveness. Marketing thought, mainly through customer and partner interaction, plays a prominent role in achieving strategic agility. Customer- and market-centric thinking needs to be built in a key set of business processes. Marketing’s contribution to strategic agility means an ability to cope with time, relationship and functional dependencies. Strategic agility helps improve the risk profile of the entrepreneurial internationalizer. Entrepreneurial internationalizers are particularly suited to compete on and benefit from strategic agility.Practical implicationsThe findings show managers and entrepreneurs in early and fast internationalizing ventures a path to strategic agility which helps to overcome the many parallel challenges that come with firm foundation and internationalization.Originality/valueStrategic agility is a novel explanation for entrepreneurial internationalization. The study explains the prominent role played by marketing in achieving strategic agility and growth. Strategic agility is reconceptualized in the context of the young and small internationalizing firm.
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조선배 and 변정우. "The effect of intimacy on customer responses to service failure context: focusing on a hotel restaurants and family style restaurants." Journal of Korea Service Management Society 10, no. 3 (September 2009): 33–51. http://dx.doi.org/10.15706/jksms.2009.10.3.002.

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Shabbir, Rizwan, Chatchai Pitsaphol ., and Waseem Hassan . "The Dynamics of Value Creation in Online Brand Communities: Strategy Map Approach." Information Management and Business Review 7, no. 1 (February 28, 2015): 48–58. http://dx.doi.org/10.22610/imbr.v7i1.1138.

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As the clout of social networking is growing, brand managers are exploring diversified marketing strategies and consumer attitudes. The current study reveals the impact of value creation practices and brand loyalty in online brand communities based on perceived benefits enjoyed by consumers. Based on quantitative research approach, a sample of 308 respondents were collected to investigate relationships among online brand community participation, value creation practices and brand loyalty. The results highlighted hedonic, learning, self-esteem and social benefits as antecedents for online brand community participation. Moreover, value creation practices are derived as essential factor for enhancing brand loyalty among online community members. The finding exhibited valuable insights about developing corporate strategies to achieve customer intimacy for long-term relationship. Managerial implications are explained by identifying value-creation practices as a mechanism for enhancing consumer engagement and relationship management.
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Valmohammadi, Changiz. "Investigating Mass Customization Implementation in Iranian Manufacturing Organizations." Applied Mechanics and Materials 87 (August 2011): 159–63. http://dx.doi.org/10.4028/www.scientific.net/amm.87.159.

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The aim of this article is to investigate the extent of mass customization (MC) methods implementation in Iranian manufacturing organizations, mainly based on a descriptive analysis. Based on the review of literature seven methods and motivators and barriers of MC implementation were identified. Through a questionnaire which was distributed among 100 Iranian manufacturing organizations the extent of MC methods applied in the surveyed organizations was studied. And their priorities were determined. Results showed that these organizations have found out the importance and the role of mass customization strategy in fulfilling customer satisfaction and intimacy which could hopefully lead to the increase of their revenue and market share. But based on chi-square test the present study cannot confirm that the use of customization methods and strategy is significantly related to greater company success in Iranian manufacturing context.
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Holdford, David A. "Perspectives on the pharmacist’s “product”: a narrative review." Pharmacy Practice 19, no. 2 (May 31, 2021): 2430. http://dx.doi.org/10.18549/pharmpract.2021.2.2430.

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Clarity about the pharmacist’s “product” is fundamental to developing and communicating the value of pharmacy offerings. It is clear within the profession that pharmacists use their scope of knowledge and technical skills to address medication-related needs of individuals and populations. However, confusion still remains in the professional and public literature about what a pharmacist precisely produces for society. Is it a drug, service, program, solution, or something else? As the profession evolves from one that focuses on dispensing drugs to a profession that seeks to achieve positive patient health outcomes, pharmacists need to better conceptualize and articulate what they produce. This narrative review explores ideas from the marketing, business strategy, and entrepreneurship literature to discuss diverse perspectives on the pharmacist’s product. The four perspectives are the product as (1) a tangible product, (2) an intangible service, (3) a “smart, connected” good or service, and (4) a solution to a customer problem in whatever form provided. Based upon these perspectives, the pharmacist’s product can be any combination of tangible or intangible, face-to-face or virtual offering produced by pharmacists that seeks to satisfy medication-related needs and wants of pharmacy patients and customers. Ideas discussed in this review include the total product concept, classification schemes from the services marketing literature, the theory of service-dominant logic, the concepts of “smart, connected” products and industrialized intimacy, and the jobs-to-be-done framework. These various perspectives offer lessons for pharmacists on how to innovate when serving patients and customers and to communicate the pharmacist’s value proposition to the people they serve.
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Rathore, Shubhangini. "An Integrated Framework for Developing Emotional Intelligence among MBA Students." International Journal of Applied Management Sciences and Engineering 2, no. 1 (January 2015): 16–29. http://dx.doi.org/10.4018/ijamse.2015010102.

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Though traditionally the intelligence quotient (IQ) had been used as a predictor of academic success, recent studies have highlighted that students with higher emotional quotient (EQ) are more successful both academically and professionally. Given that the contemporary work systems involve huge emotional labour and customer intimacy, employers have now started preferring students with high emotional quotient; as the job market is already full of academically competent candidates. The current study is divided into two parts, the first part reviews and analyzes important researchers; in order to identify an integrative framework of the most important emotional intelligence competencies among students. The second part attests this framework with the help of statistical analysis of a sample of college students. The results of the study provide a list of factors that can be adopted as a part of the academic curriculum for the development of emotional intelligence among MBA students.
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Firdawati, Ayuk, Dwi Cahyono, and Gardina Aulin Nuha. "Systematic Literature Review: Faktor Keunggulan Kompetitif Hotel di Indonesia." Jurnal Akuntansi Terapan dan Bisnis 1, no. 1 (July 30, 2021): 54–63. http://dx.doi.org/10.25047/asersi.v1i1.2671.

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The aim of this research is to identify and evaluate the factors that give hotels in Indonesia a competitive advantage. This research approach is based on a three-stage protocol, which includes an initial stage, implementation, and writing. The initial search string yielded 1,250 journal articles, of which 12 were chosen for further investigation. This study employs qualitative methods, after which the data is extracted and research questions are generated. Differentiation, environmentally friendly technology, service quality, marketing efficiency, market focus, creativity or image, leadership style, information systems, knowledge management, customer intimacy, hotel budgets, and human resources are among the factors that affect hotels' competitive advantage, according to the findings of this report. Both of these factors have a favorable or important impact on hotels' competitive advantage. Originality based on this literature can be seen as a potential research agenda and can aid the growth of the hospitality industry. Keywords: Competitive Advantage, Hotels
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Lee, Seojin Stacey, Yaeri Kim, and Taewoo Roh. "Modified Pyramid of CSR for Corporate Image and Customer Loyalty: Focusing on the Moderating Role of the CSR Experience." Sustainability 11, no. 17 (August 30, 2019): 4745. http://dx.doi.org/10.3390/su11174745.

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The current study aims to suggest a modified pyramid of corporate social responsibility (CSR) in the airline industry and find the moderating effects of consumer’s CSR experience (CSRE). Although previous studies proved the positive effects of CSR, there are surprisingly few research studies that incorporate Carroll’s fundamental CSR and specific issues of environmental responsibility in the airline industry as the integrated model. Thus, we suggest an alternative perspective of CSR, which can apply exclusively in the airline industry. Second, the moderating role of CSRE is demonstrated in a critical manner. To be specific, we hypothesize that sharing the same experience of altruistic motives may increase intimacy between the company and consumers, which affects a positive CSR evaluation. Therefore, consumers sharing the CSRE may perceive the CSR initiative more positively when compared to those who were not involved in the CSR programs before. By using the structural equation model (SEM) and ordinary least square (OLS) regression, we examined the effects of the modified pyramid of CSR on the corporate image (CI) and the moderating role of CSRE on customer loyalty (CL). The findings suggest that airline managers should consider environmental responsibility in CSR activities and design a variety of programs that should be designed to enhance consumers’ CSRE.
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Roy, Sanjit Kumar, Rik Paul, Ali Quazi, and Bang Nguyen. "Developing a service value measurement scale in retail banking services." International Journal of Bank Marketing 36, no. 4 (May 21, 2018): 616–33. http://dx.doi.org/10.1108/ijbm-03-2017-0055.

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Purpose The purpose of this paper is to develop and validate a scale for measuring consumers’ perceived service value in the Indian retail banking services. This purpose is rooted in the absence of consensus on what constitutes service value and how to measure such value in the above context. Design/methodology/approach The scale development procedure comprised qualitative and quantitative approaches. A list of possible measurement items was compiled based on literature review and expert opinion through focus groups. Data were collected from a sample of 442 respondents representing the Indian retail banking sector using survey instrument and were analyzed using the structural equation modeling. Findings The study revealed a seven-dimensional scale for measuring service which includes service equity, service quality, customer intimacy, product leadership, operational effectiveness, customer communication, and perceived sacrifice. Thus, the scale emerging from this study is consistent with established scales and is applicable to the Indian retail services setting. This study contributes to the knowledge gap by confirming that the west-centric service value measurement scale is moderately applicable to the services sector in India. Originality/value This research is a direct response to calls from the leading marketing pundits to explore the validity and applicability of the existing marketing constructs and models originated in the west to Indian markets. Keeping in mind the established service value measurement scale, this study develops and validates a seven-dimensional scale for measuring service value in an Indian setting with novel sub-dimensions.
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