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Article
Publication date: 1 February 2004

Fiona Fui-Hoon Nah

3155

Abstract

Details

Business Process Management Journal, vol. 10 no. 1
Type: Research Article
ISSN: 1463-7154

Available. Content available
Book part
Publication date: 1 September 2017

Abstract

Details

The Ideological Evolution of Human Resource Management
Type: Book
ISBN: 978-1-78743-389-2

Available. Open Access. Open Access
Article
Publication date: 19 July 2022

Hossein Mansouri, Saeed Sadeghi Boroujerdi and Maizaitulaidawati Md Husin

This study aims to examine the relationship between sellers’ ethical behaviour and customer loyalty. The mediating effect of trust and satisfaction in the relationship between…

16062

Abstract

Purpose

This study aims to examine the relationship between sellers’ ethical behaviour and customer loyalty. The mediating effect of trust and satisfaction in the relationship between ethical behaviour and loyalty was also assessed in the sportswear industry.

Design/methodology/approach

Data were collected from 265 consumers. Ten hypotheses were developed and tested by applying structural equation modelling.

Findings

There is a significant influence between sellers’ ethical behaviour and consumers’ loyalty. Also, satisfaction and trust mediate the relationship between sellers’ ethical behaviour and consumers’ loyalty. Trust is also found as the most proximal antecedent to customer loyalty.

Originality/value

This study empirically justifies the relationship between sellers’ ethical behaviour towards customer satisfaction and trust. This study also provides insight into the relationships between customer satisfaction, trust and loyalty in an integrated model.

Propósito

Este estudio examina la relación entre el comportamiento ético de los vendedores y la lealtad de los clientes. También se evaluó el efecto mediador de la confianza y la satisfacción en la relación entre el comportamiento ético y la lealtad en la industria de la ropa deportiva.

Metodología

Se recogieron datos de 265 consumidores. Se elaboraron diez hipótesis y se comprobaron aplicando un modelo de ecuaciones estructurales.

Resultados y conclusions

Existe una influencia significativa entre el comportamiento ético de los vendedores y la lealtad de los consumidores. Además, la satisfacción y la confianza median en la relación entre el comportamiento ético de los vendedores y la fidelidad de los consumidores. La confianza también se revela como el antecedente más próximo a la lealtad de los consumidores.

Valor

Este estudio justifica empíricamente la relación entre el comportamiento ético de los vendedores con la satisfacción y la confianza de los clientes. Este estudio también proporciona una visión de las relaciones entre la satisfacción del cliente, la confianza y la lealtad en un modelo integrado.

目的

本研究考察了卖家的道德行为与顾客忠诚度之间的关系。同时评估了在体育用品行业中, 信任和满意度在道德行为和忠诚度之间的中介效应。

方法

收集了265名消费者的数据。通过运用结构方程模型, 提出并检验了10个假设。

结果和发现

卖方的道德行为和消费者的忠诚度之间存在着显著的影响。同时, 满意度和信任感对销售者的道德行为和消费者的忠诚度之间的关系起到了中介作用。信任也被认为是顾客忠诚度的最接近的前因。

价值

本研究从经验上证明了卖家的道德行为与顾客满意度和信任之间的关系。本研究还对顾客满意度、信任和忠诚度之间的关系提供了一个综合模型的见解。

Available. Content available
Book part
Publication date: 8 September 2022

Stephen Turner

Free Access. Free Access

Abstract

Details

Mad Hazard
Type: Book
ISBN: 978-1-80382-670-7

Available. Open Access. Open Access
Book part
Publication date: 29 November 2023

Abstract

Details

The Emerald Handbook of Research Management and Administration Around the World
Type: Book
ISBN: 978-1-80382-701-8

Available. Content available
Book part
Publication date: 24 June 2024

Noel Scott, Brent Moyle, Ana Cláudia Campos, Liubov Skavronskaya and Biqiang Liu

Free Access. Free Access

Abstract

Details

Cognitive Psychology and Tourism
Type: Book
ISBN: 978-1-80262-579-0

Available. Content available
Article
Publication date: 1 February 2002

W. Malcolm Watson

145

Abstract

Details

Library Review, vol. 51 no. 1
Type: Research Article
ISSN: 0024-2535

Keywords

Available. Content available
Book part
Publication date: 8 August 2022

Carola Boehm

Free Access. Free Access

Abstract

Details

Arts and Academia
Type: Book
ISBN: 978-1-83867-730-5

Available. Content available
Article
Publication date: 1 March 2008

Lori Wagner Snyder

Book review by Lori Wagner Snyder. Steyaert, Chris and Daniel Hjorth, eds. Entrepreneurship as Social Change. Cheltenham, UK and Northampton, MA: Edward Elgar Publishing, 2006…

1127

Abstract

Book review by Lori Wagner Snyder. Steyaert, Chris and Daniel Hjorth, eds. Entrepreneurship as Social Change. Cheltenham, UK and Northampton, MA: Edward Elgar Publishing, 2006. ISBN 9781847206275

Details

New England Journal of Entrepreneurship, vol. 11 no. 2
Type: Research Article
ISSN: 1550-333X

Available. Content available
Article
Publication date: 2 January 2024

Anastasios Theofilou, Tom Watson, Tanya Le Roux and Anastasia Veneti

278

Abstract

Details

Corporate Communications: An International Journal, vol. 29 no. 1
Type: Research Article
ISSN: 1356-3289

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