Relationship Quality and Customer Voluntary Performance Behavior: A Perspective of Social Exchange

2014 ◽  
Author(s):  
You-De Dai ◽  
Kuan-Yang Chen ◽  
Shou-Chien Wu
Keyword(s):  
Relationship Quality ◽  
Social Exchange ◽  
Performance Behavior

scholarly journals Performance, Stress, and Attitudinal Outcomes of Perceptions of Others’ Entitlement Behavior: Supervisor–Subordinate Work Relationship Quality as Moderator in Two Samples

2017 ◽  
Vol 43 (1) ◽  
pp. 101-137 ◽  
Author(s):  
Kaylee J. Hackney ◽  
Liam P. Maher ◽  
Shanna R. Daniels ◽  
Wayne A. Hochwarter ◽  
Gerald R. Ferris
Keyword(s):  
Relationship Quality ◽  
Social Exchange ◽  
Work Relationships ◽  
Citizenship Behavior ◽  
Job Tension ◽  
The Social ◽  
Two Samples ◽  
Member Exchange ◽  
Work Relationship ◽  
Future Work

Supervisor–subordinate work relationships are based on a series of potentially fluctuating resource allocation episodes. Building on this reality, we hypothesized in the present research that supervisor–subordinate work relationship quality will neutralize the negative attitudinal and behavioral strain effects associated with perceptions of others’ entitlement behavior. We draw upon the transactional theory of stress, and the social exchange and support features of leader–member exchange theory, to explain our expected neutralizing effects on job tension, job satisfaction, and contextual performance/citizenship behavior. Results supported study hypotheses in Sample 1. Findings were replicated in Sample 2 and extended by also demonstrating the interaction effect on task performance. Contributions to theory and research, strengths and limitations, directions for future work, and practical implications are discussed.

Managing Collaborative Relationships in Third Party Logistics

2020 ◽  
pp. 1783-1809
Author(s):  
Vicky Ching Gu ◽  
Ray Qing Cao ◽  
Ken Black ◽  
Hansen Zeng
Keyword(s):  
Supply Chain ◽  
Relationship Quality ◽  
Social Exchange ◽  
Social Exchange Theory ◽  
Positive Impact ◽  
Mediating Effect ◽  
Third Party ◽  
Supply Chain Performance ◽  
Third Party Logistics ◽  
Collaborative Activities

Some supply chain management researchers have realized the potential of collaborative activities for enhancing supply chain performance while other researchers have explored the positive impact of relationship quality on supply chain performance. To date, however, no empirical research has integrated these two research streams. Drawing upon social exchange theory, the authors propose a holistic research framework to explore the relationships among collaborative activities, the inter-organizational relationship quality, and supply chain performance. Specifically, they examine the mediating effect of relationship quality on the association between collaborative activities and supply chain performance. The research model is then tested using survey data (n=219). The authors' results illustrate a positive impact of both collaborative activities and relationship quality on enhancing supply chain performance. Moreover, this paper also supports the hypothesis that relationship quality mediates the relationship between collaborative activities and supply chain performance in third party logistics.

The Impact Of Power And Relationship Quality On Value Creation and Appropriation in Buyer–Supplier Relationships

2019 ◽  
Vol 17 (1) ◽  
pp. 47-80 ◽  
Author(s):  
Saâd Mdarhri Alaoui ◽  
Amine Noureddine
Keyword(s):  
Relationship Quality ◽  
Social Exchange ◽  
Value Creation ◽  
Business Relationships ◽  
Empirical Reality ◽  
Supplier Relationships ◽  
Main Driver ◽  
Partner Satisfaction ◽  
The Impact ◽  
The Relationship

Abstract Business relationships provide the means to create and appropriate superior value in business markets. However, despite the proliferation of research on the phenomenon, many questions remain unaddressed. Previous work focused almost exclusively on value after its creation and its sharing between the two exchange partners. Consequently, the appropriation of value as well as its interaction with value creation remains relatively unknown. Similarly, a few studies have examined the role of relational variables and power asymmetry in customer–supplier exchange relationships. To fill this gap, this study aims to examine the influence of relationship quality and power on value creation and appropriation and ultimately, on satisfaction and relationship continuity. Based on the theory of social exchange, this study proposes a conceptual model, which positions value creation and appropriation as central variables in the nomological network of business relationships. A quantitative study of 174 suppliers was carried out in order to compare the theoretical model with the empirical reality. The results obtained show that the relationship quality promotes greater value creation and appropriation in ongoing business relationships. As for power, its influence differs depending on how it is exercised within the relationship. Moreover, the appropriation of value remains the main driver of partner satisfaction, a sine qua non condition for the continuity of the relationship. This present research contributes to a better understanding of value creation-appropriation in ongoing business relationships. By strategically managing their customer–supplier relationships, managers can create and capture greater value and gain a competitive advantage.

scholarly journals The Impact of Individual Motivations and Social Capital on the Continuous Usage Intention of Mobile Social Apps

2020 ◽  
Vol 12 (20) ◽  
pp. 8364
Author(s):  
Sangjae Lee ◽  
Byung Gon Kim
Keyword(s):  
Social Capital ◽  
Collective Action ◽  
Relationship Quality ◽  
Social Exchange ◽  
Online Survey ◽  
Social Capital Theory ◽  
Quality Level ◽  
Continuance Usage ◽  
Continuance Usage Intention ◽  
The Impact

Mobile social apps have experienced enormous growth as online personal networking media. Social exchange theory (for individual motivation), theories of collective action and social capital theory (for social capital) can be applied in order to understand how an individual’s behavior may exert effects on or receive influences from other users with regard to the continuance usage intention of mobile social apps. This study examines individual motivations and social capital affecting relationship quality in terms of trust in and satisfaction with mobile social apps and how these factors influence continuance usage intentions of mobile social apps. An online survey is used to collect 320 responses from users of mobile social apps. Our results indicate that promotional motivation and innovativeness affect relationship quality levels. Maintaining relational enhancement, social homogeneity, and social identity along with service usefulness have effects on the relationship quality level, which in turn affects continuance usage intention. Given the lack of studies regarding the application of the theories of collective action and social capital to gain a better understanding of continuance usage intentions, this study provides additional insight into how individual motivations and social capital affect continuous usage.

Using social exchange perspective to explain customer voluntary performance behavior

2018 ◽  
pp. 1-21
Author(s):  
You-De Dai ◽  
Ying-Chan Liu ◽  
Wen-Long Zhuang ◽  
Ching-Hua Wang
Keyword(s):  
Social Exchange ◽  
Performance Behavior

Stand by me: analyzing the tourist–intelligent voice assistant relationship quality

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Sandra Maria Correia Loureiro ◽  
Arnold Japutra ◽  
Sebastian Molinillo ◽  
Ricardo Godinho Bilro
Keyword(s):  
Relationship Quality ◽  
Social Exchange ◽  
Structural Equation ◽  
Perceived Value ◽  
Self Esteem ◽  
Equation Modeling ◽  
Content Type ◽  
The Impact ◽  
The Relationship

Purpose This paper aims to explore tourist perceived value and attachment to intelligent voice assistants (IVAs) as antecedents of the quality of the human–IVA relationship in the hospitality domain. This research also examines the moderating role of psychological factors (self-esteem) and knowledge factors (past experience and technology expertise) in the relationships between antecedents and relationship quality. Design/methodology/approach The researchers conducted two quantitative studies, collecting data via online surveys in Mechanical Turk (n1 = 124 and n2 = 281). The proposed model was tested using partial least squares structural equation modeling. Findings The first study uncovers that tourist perceived value is the main influence on the quality of the relationship between tourists and IVAs. The second study confirms the direct relationships of the first and shows that self-esteem and technology expertise act as moderators. Practical implications This study advances the understanding of the tourism and hospitality stakeholders in using modern technologies (e.g. IVAs). Through comprehending the relationship building between individuals and IVAs, the stakeholders will be able to craft better strategies. Originality/value The study extends the attachment and social exchange theories to the tourist–IVA relationship context. Specifically, this research demonstrates the impact of tourist perceived value on the quality of the relationship with the IVA. It also points out that tourists’ self-esteem and technology expertise can weaken the tourist–IVA relationship.

Customer-salespeople relationship

2016 ◽  
Vol 34 (5) ◽  
pp. 586-604 ◽  
Author(s):  
Douglas Amyx ◽  
Shahid N. Bhuian ◽  
G. David Shows
Keyword(s):  
Relationship Quality ◽  
Social Exchange ◽  
Risk Taking ◽  
Customer Value ◽  
Small Sample Size ◽  
Personal Selling ◽  
Structural Equations ◽  
Small Sample ◽  
Content Type ◽  
Customer Trust

Purpose – Based on customer value-based and social exchange theories, the purpose of this paper is to hypothesize and examine the relationships between salespeople entrepreneurial behaviors (innovativeness, proactiveness, and risk taking) and customer trust in, satisfaction with and commitment to the salespeople. Design/methodology/approach – The influences of salespeople’s entrepreneurial behaviors on customer trust in, satisfaction with, and commitment to salespeople were examined utilizing a structural equations model with a sample drawn from the newspaper industry. Findings – As predicted salespeople entrepreneurial behaviors (treated as a higher order factor) significantly and positively influence customer trust in, satisfaction with, and commitment to the salespeople. Research limitations/implications – This study confirms innovative, proactive, and risk-taking practices are useful in fostering customer trust, satisfaction, and commitment in the domain of personal selling. The key limitations are the small sample size, the use of a single company, and the omission of other potential outcomes. Practical implications – Entrepreneurial behaviors/activities such as, innovativeness, proactiveness, and risk taking are worthy undertakings for salespeople. Considering these traits in salespeople hiring and/or fostering them in salespeople training should be worth pursuing. Social implications – By improving the quality of exchanges through salespeople’s entrepreneurial behaviors and customer-salespeople relationship quality, social exchanges, and in turn social welfare are promoted. Originality/value – As per the literature search, this is the first study linking salespeople’s entrepreneurial behaviors and customer-salespeople relationship quality represented by trust in, satisfaction with, and commitment to salespeople drawing insights from customer value-based and social exchange theories.

The Effect of Value Congruence Between Founder and Successor on Successor’s Willingness: The Mediating Role of the Founder–Successor Relationship

2019 ◽  
Vol 32 (3) ◽  
pp. 259-276 ◽  
Author(s):  
Jean S. K. Lee ◽  
Guozhen Zhao ◽  
Feifei Lu
Keyword(s):  
Relationship Quality ◽  
Social Exchange ◽  
Social Exchange Theory ◽  
Polynomial Regression ◽  
Value Congruence ◽  
Exchange Theory ◽  
Mediating Role ◽  
The Relationship ◽  
Is Value

Drawing from social exchange theory, this article explores the founder–successor relationship quality as a mediated pathway in examining the effects of founder–successor value congruence on successor’s willingness to take over the business. Based on survey data from 102 founder–successor dyads, polynomial regression analysis shows that when both a founder and a successor have high value congruence in family prosperity, the relationship quality will be enhanced, which leads to higher successor’s willingness. When there is value incongruence between a founder and a successor, the successor’s family prosperity value has a more important impact on the founder–successor relationship and successor’s willingness.

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