The role of effective communication and trustworthiness in determining guests’ loyalty

The file attached to this record is the author's final peer reviewed version. The Publisher's final version can be found by following the DOI link.This study investigates the role of trustworthiness and effective communication in the development of guests’ loyalty within the hotel sector. We propose and test a conceptual model that differentiates between two types of loyalty: attitudinal and behavioral. As hotels can control and manage how they communicate their desired characteristics to guests, we posit effective communication and a hotel’s trustworthiness as the key concepts in building loyalty. This study reports on the findings of a study based on 322 hotel guests. Data were analyzed using structural equation modeling. The results reveal that implementing effective communication methods leads to a trustworthy image, which in turn has a positive impact on attitudinal and behavioral loyalty. This research provides hotel managers with strategic directions for cultivating guest loyalty

Increasing integrative negotiation in European organizations through trustworthiness and trust

Integrative negotiation in which employers and employees create value is a major necessity in the current challenging context. Collective labor negotiations in organizations are traditionally focused on mostly distributive issues, such as pay, working hours, and holidays. However, the current situation demands the inclusion of other issues of a potentially more integrative nature, such as telework, sustainability, and risk prevention, the enhancement of which is a major challenge for organizations. In this study, we explore the negotiation process between management and employee representatives (ERs), analyzing the roles of trust and trustworthiness. We collected data from 614 human resources managers from different organizations in 11 European countries. The results confirm that ERs who management perceive to be trustworthy have a greater influence on negotiation, particularly with regard to integrative as opposed to distributive issues, and that trust partially mediates this relationship.Ministerio de Ciencia e Innovación PID2019-110093GB-I0

Increasing integrative negotiation in European organizations through trustworthiness and trust

Integrative negotiation in which employers and employees create value is a major necessity in the current challenging context. Collective labor negotiations in organizations are traditionally focused on mostly distributive issues, such as pay, working hours, and holidays. However, the current situation demands the inclusion of other issues of a potentially more integrative nature, such as telework, sustainability, and risk prevention, the enhancement of which is a major challenge for organizations. In this study, we explore the negotiation process between management and employee representatives (ERs), analyzing the roles of trust and trustworthiness. We collected data from 614 human resources managers from different organizations in 11 European countries. The results confirm that ERs who management perceive to be trustworthy have a greater influence on negotiation, particularly with regard to integrative as opposed to distributive issues, and that trust partially mediates this relationship

The Nature, Antecedents and Outcomes of Interpersonal Trust within Co-worker Relationships in Jordan.

Research in the area of interpersonal trust within organisations has to a great extent focused on developing theoretical models identifying the nature, antecedents and outcomes of trust and empirically testing these models within the context of various organisational work relationships. However, the applicability of the propositions introduced by these models to cultural contexts different from those in which they were initially developed and to previously overlooked work relationship contexts has not been thoroughly understood or empirically examined. This thesis mainly examines trust, its antecedents and outcomes in co-worker relationship contexts involving permanent and contingent co-workers working within Jordanian organisations. The thesis reports the findings of two studies through which the applicability of the propositions of one of the most widely accepted theoretical frameworks pertaining to trust (the Mayer, Davis and Schoorman, 1995, integrative model of organisational trust) to co-worker contexts is empirically tested through the analysis of interview data collected from twenty employees and through the analysis of questionnaire data collected from two hundred employees (154 permanent employees and 46 contingent employee) from five different Jordanian organisations. Mayer et al.’s (1995) proposed model was mostly generalizable across co-worker contexts involving permanent and contingent employees. In addition, trust in a co-worker related significantly to interpersonal citizenship behaviours (ICB) towards the respective co-worker and unlike contingent employees, permanent employees differentiated between their permanent and contingent co-workers in terms of trust, trustworthiness perceptions and ICBs. However, both groups did not differentiate between their co-workers in terms of antisocial work behaviours. These findings indicate for academics and practitioners the importance of considering the employment status of employees when examining or managing the antecedents and outcomes of trust across various co-worker relationship contexts

AN INVESTIGATION OF INFORMATION SHARING AND SEEKING BEHAVIORS IN VIRTUAL COMMUNITIES

User participations in virtual communities include both information seeking and sharing behaviors to varying degrees. The intentions to share and to seek information may have different motivations. . However, existing studies rarely analyze the intentions for both types of behaviors. This study explicates the antecedents of the two types of usage intentions – intentions to share and intentions to seek – using a model that integrates social, community, and individual factors. The model is validated using a survey of 502 online investors of the most popular online stock message board in South Korea. The results show that the sense of belonging, entertainment value, and perceived usefulness influence both the intentions to share and seek. In addition, reputation seeking enhances the intention to post while perceived knowledge reduces the intention to seek

The Determinants and Economic Outcomes of Trust in Supplier-Buyer Relations

In this paper we examine the antecedents and outcomes of supplier trust in 453 supplier-automaker relationships in the U.S., Japan and Korea. Our findings indicate that high supplier trust emerges when (1) automakers have developed assistance-giving routines to help suppliers improve, and (2) automakers maintain a continuing (repeated) exchange relationship with the supplier. We also found that trust reduces transaction costs and increases information sharing in supplier-buyer relationships. Moreover, the findings suggest that the economic value created for tmnsactors may be substantial as evidenced by the fact that the automaker with the least trusting supplier relations had five times the procurement costs and spent tice as much of its face-to-face interaction time with suppliers on ex ante contracting and ex post haggling when compared to the most trusted automakers. Thus, our findings suggest that trust in supplier-buyer relations can create economic value and may be an important source of competitive advantage

Customer Perspectives on Sales Strategies: A Relational Approach

Relationship marketing strategies have long been known to affect salespeople and the customers they serve. However, there is still much to learn about the mechanisms that drive such buyer-seller relationships. This research examines how a salesperson’s behavior, relational orientation, and individual disposition dynamically interact to influence customers in the business to business marketing environment. Data collected from the customers’ point of view reveal several unique salesperson competencies and strategies that affect the buyer-seller relationship. The final dataset (n = 206) included customers’ observations about their salesperson and perceptions of relationship quality. The key findings suggest that the perceived quality of buyer and seller relationships is highly dependent on selling strategies, behaviors, and relational factors enacted by salespeople. Partial Least Squares Structural Equation Modeling was used to uncover correlations between selling strategies and critical dimensions of the customer-seller relationship. Final results indicate that selling strategies enacted by salespeople affect critical dimensions of the buyer-seller relationship. Furthermore, the effects of customers’ perceptions of relationship quality were found to correlate strongly with salesperson performance outcomes. Managerial implications of this research are far-reaching as the results provide direction for sales organizations in the way of both training and management. The impact on overall selling performance is discussed and future research directions are examined

Impact of Relationship Marketing Dimensions on Word of Mouth Communication in the Insurance Industry in Nigeria

The role of insurance in economic growth of an economy cannot be overemphasized. This is because insurance is a key player in the financial market which intermediates between surplus and deficit sectors in the economy. However, insurance industry in Nigeria has achieved below its potential in its one century years of existence. It is against this backdrop that this paper examines the impact of relationship marketing on word of mouth (WOM) communication in the insurance industry in Nigeria. The population of study comprises all insurance consumers in Lagos metropolis. Data was collected through the completion of questionnaire distributed to a sample of 400 policy holders selected via convenience sampling technique. Correlation and regression analyses were applied on the data collected using SPSS version 20 software. Findings indicated that relationship marketing components were positively correlated with WOM communication. The R-squared statistic revealed that 67.5% variance in the dependent variable was explained by variances in the independent variables collectively. Being a pioneering study, this paper brings to fore the significance of word of mouth and relationship marketing strategy between insurance supplier and consumer. The paper therefore recommends that insurance firms in Nigeria should adopt relationship marketing strategy to earn customer satisfaction whose consequences are both customers’ positive WOM communication and loyalty

Recalibrational Emotions and the Regulation of Trust-Based Behaviors

Though individuals differ in the degree to which they are predisposed to trust or act trustworthy, we theorize that trust-based behaviors are universally determined by the calibration of conflicting short- and long-sighted behavior regulation programs, and that these programs are calibrated by emotions experienced personally and interpersonally. In this chapter we review both the main-stream and evolutionary theories of emotions that philosophers, psychologists, and behavioral economists have based their work on and which can inform our understanding of trust-based behavior regulation. The standard paradigm for understanding emotions is based on mapping their positive and negative affect valence. While Valence Models often expect that the experience of positive and negative affect is interdependent (leading to the popular use of bipolar affect scales), a multivariate “recalibrational” model based on positive, negative, interpersonal, intrapersonal, short-sighted and long-sighted dimensions predicts and recognizes more complex mixed-valence emotional states. We summarize experimental evidence that supports a model of emotionally-calibrated trust regulation and discuss implications for the use of various emotion measures. Finally, in light of these discussions we suggest future directions for the investigation of emotions and trust psychology