Loyalty is an extremely important quality in a leader, and its presence guarantees the growth of a dedicated following. A competent instructor will carry out the required actions. Therefore, it is ...necessary to increase teacher loyalty to their jobs, as teachers play a crucial role in the educational process. Teachers who are not committed to their institutions typically display low levels of motivation and professionalism in the classroom. The purpose of this study is to de-emphasize teacher loyalty and instead learn how the school's administration plans to increase teacher loyalty at SMP Negeri 1 Mojoagung Jombang. This type of study is a descriptive quantitative study. Instead, observation, interviews, and paperwork are used as data collection methods. Meanwhile, common data analysis techniques include data reduction, data presentation, and data verification. However, the study's findings pertain to teachers' loyalty at SMP Negeri 1 Mojoagung Jombang, and they are as follows: strict adherence to established rules and regulations, acceptance of responsibility for the responsibilities placed on him as a teacher and the tasks assigned to him, and a commitment to communicating truthfully and in accordance with Islamic principles. In contrast, the school's administration can boost teacher loyalty by measures such as increased surveillance, providing teachers with feedback and coaching opportunities, conducting regular classroom observations, reminding teachers of their professional obligations, reminding teachers that the school is their own, providing uswatun khasanah.
Recent studies have highlighted the importance of social media brand communities to brand loyalty. This paper aims to stress the role of the brand in that relationship, suggesting a conceptual model ...in mass-market products in which consumers’ engagement in social media brand communities, brand identity, and consumer-brand identification are related to brand outcomes, such as trust and loyalty. A qualitative analysis was conducted, through in-depth interviews with experts and focus group discussions with consumers, so as to evaluate their experience with brands on social media. The findings indicated that in mass-markets, consumers engaged in social media brand communities may develop positive attitudes towards the brand, such as trust and loyalty, and that consumer-brand identification may have a fundamental role in transforming consumer-brand community interactions into consumer-brand relationships.
Lately, there have been a lot of complaints from patients and their families who go to the hospital because they are not satisfied with the services provided by the hospital. Hospitals are a service ...industry that is starting to become competitive because many private hospitals are competing. This study aims to determine the effect of the response of hospital visitors on the quality of hospital services. The research sample was the introduction of patients in three middle-class private hospitals in Surabaya, namely Adi Husada Hospital, Siloam Hospital and Premier Hospital. A total of 405 samples were divided into 2 groups, namely group 1 with 30 respondents and group 2 with 375 respondents. Data analysis of group 1 with Cronbach's Alpha aims to test the quality of the questionnaire before it is used to produce data analysis. To answer the research objectives, Structural Equation Model (SEM) analysis was carried out on the data in group 2. In this test, 5 data were detected as outliers so that the remaining 370 data were analyzed. The results show that the loyalty of patients and their families to visit the same hospital is influenced by the expectations and satisfaction of patients and their families and is influenced by the quality of hospital services they feel. Service quality has the greatest influence on patient and family loyalty.
The role of cruise shipping is gaining importance in the global tour industry because more customers are accepting this novel means of combining touring and hospitality while travelling. However, ...service failures are unavoidable because of anthropic factors or 'acts of God' while running this complex shipping business. Focusing on cruise caries, this study established a model to ascertain the antecedents of customer loyalty. Subsequently, the moderating effects of service recovery on the relationships between the antecedents and customer loyalty were tested statistically. The results of an empirical survey on Keelung Port demonstrated that for cruise carriers, service quality and customer satisfaction had positive impacts on customer loyalty. In addition, service recovery significantly moderated the impacts of service quality and customer satisfaction on customer loyalty. This article is a revised and expanded version of a paper entitled 'The Moderating Role of Service Recovery on Customer Loyalty in the context of Cruise Passengers' presented at the 2019 International Forum on Shipping, Ports and Airports (IFSPA 2019), The Hong Kong Polytechnic University, Hong Kong, 20-24 May 2019.
This theoretical paper develops a conceptual framework that explains how companies can influence consumer behavior in terms of both social and business benefits through their corporate social ...marketing (CSM) initiatives. Drawing from the source credibility literature, the article asserts that the effectiveness of CSM depends largely on the corporate credibility of a company in supporting a social cause ("CSM credibility"). Based on this assertion, the framework identifies ten different antecedents of CSM credibility, which are organized into (1) attributes of the company, (2) attributes of the CSM initiative, and (3) attributes of the cause. Furthermore, this framework shows that CSM credibility affects the two examined consequences, intended prosocial behavior and consumer loyalty. Several research and managerial implications are developed based on the propositions specified in the framework.
How Smart Should a Service Robot Be? Schepers, Jeroen; Belanche, Daniel; Casaló, Luis V. ...
Journal of service research : JSR,
11/2022, Volume:
25, Issue:
4
Journal Article
Peer reviewed
Open access
Service robots are taking over the frontline. They can possess three types of artificial intelligence (AI): mechanical, thinking, and feeling AI. Although these intelligences determine how service ...robots can help customers, not much is known about how customers respond to robots of different intelligence. This paper addresses this gap, builds on the appraisal theory of emotions, and employs three online experiments and one field study to demonstrate that customers have different emotional responses to the three types of AI. Particularly, the influence of AI on positive emotions becomes stronger as the AI type becomes more sophisticated. That is, feeling AI relates more strongly to positive emotions than mechanical AI. Also, feeling AI and thinking AI increase spending and loyalty intention through customers’ positive emotions. We also identify important contingency effects of service tiers: mechanical AI is more suitable for low-cost firms, whereas feeling AI mainly benefits full-service providers. Remarkably, none of the three intelligences are directly related to negative emotions; perceived robot autonomy is an important mediator in these relationships. The findings yield concrete managerial guidance as to how smart a service robot should be by pinpointing the right type of AI given the market segment of the service provider.
Purpose
This paper aims to examine loyalty formation, including service quality, perceived value, image and satisfaction as determinants, and their effect on the financial performance of Islamic ...banks.
Design/methodology/approach
Data were collected from 280 Islamic bank clients in Indonesia and bank financial performance data from bank financial reports. Variance-based partial least square modelling was used to assess the relationships between loyalty, its determinants and their influence on bank financial performance.
Findings
This study finds that client loyalty towards Islamic banks is most influenced by perceived service quality and perceived value. Further, this study documents the importance of client loyalty in influencing bank financial performance and indirect effect of clients’ satisfaction on financial performance through the strengthening of client loyalty.
Practical implications
This study offers a path for the managers of Islamic banks to enhance financial performance by enhancing client loyalty. To develop client loyalty, this study suggests that Islamic banks should offer economical and service-derived benefits that are superior to those other banks offer. Further, Islamic banks need to ensure that their business operations are compatible with Islamic values.
Originality/value
This is an early empirical study attempting to examine the link between customer loyalty and its impact on Islamic bank financial performance.
Purpose
The purpose of this paper is to identify the impacts of brand personality and functional congruity on various components of brand loyalty (i.e. cognitive, affective, and conative) by ...examining the moderating role of gender.
Design/methodology/approach
The proposed model is examined by considering car as a product brand stimulus. Using a self-structured questionnaire, 263 usable responses are considered for data analysis by applying the structural equation modelling method.
Findings
The findings indicate that all hypotheses on the relationships between brand personality, functional congruity, and stages of brand loyalty are supported except for the relationship between brand personality and conative loyalty, whereby brand personality indirectly have impacts on conative brand loyalty via functional congruity. The outcome of the multi-group analysis shows that the impact of brand personality and functional congruity on cognitive, affective, and conative brand loyalty varies across gender groups.
Practical implications
The results indicate that if marketing managers are willing to create cognitive, affective as well as conative brand loyalty among consumers, they ought to tally their consumers’ purchasing and evaluation criteria with the functional and symbolic attributes. If the target consumers were motivated to purchase the product based on the symbolic attributes (as preferred by females in the present study), more attention should be focussed on communicating and delivering the symbolic attributes during their marketing campaign; on the other hand, if the consumers were inclined to buy product based on the utilitarian functions (as preferred by males in the current study), more emphasis should be placed on the functional values and attributes.
Originality/value
This study is the first to utilise self-congruity and the elaboration likelihood model to explain the influence of brand personality and functional congruity on each component of brand loyalty within the automobile industry’s context. This study on the moderating role of gender shows that the effect of brand personality and functional congruity is different across gender groups. The findings can help marketers to design an effective brand positioning and marketing strategies in order to stay competitive.
In a purchase situation, customer satisfaction and loyalty are primarily determined by usability, trust, and web design. However, the nature of their relationship remains unclear. According to the ...literature, trust can generate customer loyalty. Consumers’ cognitive and affective processes in online shopping are well discussed in the literature. However, the role of trust in website design has yet to be thoroughly investigated. Given the above knowledge gaps, we studied 96 Chinese youths using two shopping websites. Structural equation modeling was considered to validate the hypothesized relationships, focusing on three key website design features. We discovered that the three design elements predicted usability and satisfaction differently. In addition, website usability and customer satisfaction mediated the relationship between navigation/information design and loyalty, and satisfaction mediated the relationship between visual design and loyalty. Furthermore, the effects of website design and usability on customer satisfaction are strengthened or weakened depending on customer trust. When trust is high, the effect of website design on satisfaction is strengthened, while the effect of usability on satisfaction is weakened. To retain customers, designers should pay more attention to website design and establish trust. These findings offer crucial insights for online retailers in promoting and capitalizing on the positive effects of various website design elements on customers’ shopping experiences.
Live streaming commerce services that utilize social network platforms are gaining popularity in China. We examined the effect of value and perceived risk on customer satisfaction and trust, and the ...influence of this satisfaction and trust on customer loyalty. Perceived value was divided
into economic, social, and emotional types, and the impact of each type on customer loyalty was examined separately. This study also investigated the impact of perceived risk on customer loyalty in live commerce. The research model was analyzed using structural equation modeling with 214 customers
who watched real-time broadcasts on the Chinese Taobao platform. The results indicated that both customer satisfaction and trust had a significant impact on customer loyalty. Economic and emotional values played an important role in enhancing customer satisfaction and trust, respectively.
However, perceived risk did not have a significant impact on either customer satisfaction or trust. Implications of our findings are discussed.
