IDEAS home Printed from https://ideas.repec.org/a/eee/jbrese/v122y2021icp362-372.html
   My bibliography  Save this article

The influence of a retail store manager in developing frontline employee brand relationship, service performance and customer loyalty

Author

Listed:
  • Jung, Jin Ho
  • Yoo, Jay Jaewon
  • Arnold, Todd J.

Abstract

Retail managers are critical to the effective performance of a firm given their key role of implementing retailer strategy through the behaviors and attitudes that are instilled within frontline employees. Yet, empirical work in retailing rarely attempts to incorporate perspectives of both the store manager and frontline employee, as well as integrating customer-focused outcomes. In this study, based upon predictions of social exchange theory, we present empirical results that provide an integrative view of how leader-member exchange quality influences the development of a frontline employee’s brand relationship, which ultimately influences retail employee performance and customer loyalty/brand equity. The strength of the observed empirical relationships is influenced by contextual factors, including manager brand knowledge and the extent to which strategic information is disseminated among employees. Both theoretical and managerial implications are discussed.

Suggested Citation

  • Jung, Jin Ho & Yoo, Jay Jaewon & Arnold, Todd J., 2021. "The influence of a retail store manager in developing frontline employee brand relationship, service performance and customer loyalty," Journal of Business Research, Elsevier, vol. 122(C), pages 362-372.
    • Handle: RePEc:eee:jbrese:v:122:y:2021:i:c:p:362-372
    DOI: 10.1016/j.jbusres.2020.09.010
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0148296320305981
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.jbusres.2020.09.010?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Wang, Huanzhang & Kim, Kyung Hoon & Ko, Eunju & Liu, Honglei, 2016. "Relationship between service quality and customer equity in traditional markets," Journal of Business Research, Elsevier, vol. 69(9), pages 3827-3834.
    2. Arnold, Todd J. & Palmatier, Robert W. & Grewal, Dhruv & Sharma, Arun, 2009. "Understanding Retail Managers’ Role in the Sales of Products and Services," Journal of Retailing, Elsevier, vol. 85(2), pages 129-144.
    3. Iglesias, Oriol & Markovic, Stefan & Rialp, Josep, 2019. "How does sensory brand experience influence brand equity? Considering the roles of customer satisfaction, customer affective commitment, and employee empathy," Journal of Business Research, Elsevier, vol. 96(C), pages 343-354.
    4. Kraus, Florian & Haumann, Till & Ahearne, Michael & Wieseke, Jan, 2015. "When Sales Managers and Salespeople Disagree in the Appreciation for Their Firm: The Phenomenon of Organizational Identification Tension," Journal of Retailing, Elsevier, vol. 91(3), pages 486-515.
    5. Géraldine Michel & Michaela Merk & Sevgin Eroglu, 2015. "Salesperson–brand relationship: main dimensions and impact within the context of private brand retailing," Post-Print hal-01274248, HAL.
    6. Netemeyer, Richard G. & Krishnan, Balaji & Pullig, Chris & Wang, Guangping & Yagci, Mehmet & Dean, Dwane & Ricks, Joe & Wirth, Ferdinand, 2004. "Developing and validating measures of facets of customer-based brand equity," Journal of Business Research, Elsevier, vol. 57(2), pages 209-224, February.
    7. A. Newman & G. Schwarz & B. Cooper & S. Sendjaya, 2017. "How Servant Leadership Influences Organizational Citizenship Behavior: The Roles of LMX, Empowerment, and Proactive Personality," Journal of Business Ethics, Springer, vol. 145(1), pages 49-62, September.
    8. Joël Le Bon & Dwight Merunka, 2006. "The impact of individual and managerial factors on salespeople's contribution to marketing intelligence activities," Post-Print hal-01822294, HAL.
    9. Jerez-Gomez, Pilar & Cespedes-Lorente, Jose & Valle-Cabrera, Ramon, 2005. "Organizational learning capability: a proposal of measurement," Journal of Business Research, Elsevier, vol. 58(6), pages 715-725, June.
    10. Babak Hayati & Yashar Atefi & Michael Ahearne, 2018. "Sales force leadership during strategy implementation: a social network perspective," Journal of the Academy of Marketing Science, Springer, vol. 46(4), pages 612-631, July.
    11. Arnold, Todd J. & Grewal, Dhruv & Motyka, Scott & Kim, Namwoon & Sharma, Arun & Srivastava, Rajendra, 2019. "Store Manager–Store Performance Relationship: A Research Note," Journal of Retailing, Elsevier, vol. 95(2), pages 144-155.
    12. Mangold, W. Glynn & Miles, Sandra Jeanquart, 2007. "The employee brand: Is yours an all-star?," Business Horizons, Elsevier, vol. 50(5), pages 423-433.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Chen, Hong & Liu, Bei & Li, Yi & Cai, Yujie, 2022. "The relationship between negative life events and resilience among Chinese service employees: Nonlinearly moderated by lifestyle habits," Journal of Asian Economics, Elsevier, vol. 80(C).
    2. Urooj Ahmed & Sharizal Hashim, 2022. "Sustainable Brand Management: The Role of Internal Brand Management and Intrinsic Motivation in Building Employee’s Brand Relationship Quality towards Organization’s Brand," Sustainability, MDPI, vol. 14(24), pages 1-16, December.
    3. Chatterjee, Sheshadri & Chaudhuri, Ranjan & González, Vanessa Izquierdo & Kumar, Ajay & Singh, Sanjay Kumar, 2022. "Resource integration and dynamic capability of frontline employee during COVID-19 pandemic: From value creation and engineering management perspectives," Technological Forecasting and Social Change, Elsevier, vol. 176(C).
    4. Liu, Dewen & Han, Shenghao & Zhang, Jieqiong, 2022. "The golden mean: Research on the mechanism of customer participation in employee service innovation," Journal of Retailing and Consumer Services, Elsevier, vol. 68(C).
    5. Faisal Mohammed O. Almaslukh & Haliyana Khalid & Alaa Mahdi Sahi, 2022. "The Impact of Internal Marketing Practices on Employees’ Job Satisfaction during the COVID-19 Pandemic: The Case of the Saudi Arabian Banking Sector," Sustainability, MDPI, vol. 14(15), pages 1-15, July.
    6. Nourhan Ah. Saad & Sara Elgazzar & Sonja Mlaker Kac, 2022. "Investigating the Impact of Resilience, Responsiveness, and Quality on Customer Loyalty of MSMEs: Empirical Evidence," Sustainability, MDPI, vol. 14(9), pages 1-20, April.
    7. Tierney, Kieran D. & Oswald Karpen, Ingo & Westberg, Kate, 2022. "Brand meaning and institutional work: The light and dark sides of service employee practices," Journal of Business Research, Elsevier, vol. 151(C), pages 244-256.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Magnoni, Fanny & Valette-Florence, Pierre & De Barnier, Virginie, 2021. "Modeling the effects of place heritage and place experience on residents’ behavioral intentions toward a city: A mediation analysis," Journal of Business Research, Elsevier, vol. 134(C), pages 428-442.
    2. Lessassy, Léopold, 2023. "Investigating a three-way interaction of manufacturer control, retail control and dependence on salesforce performance. Does the role of frontline employees matters ?," Journal of Retailing and Consumer Services, Elsevier, vol. 74(C).
    3. Rojas-Lamorena, Álvaro J. & Del Barrio-García, Salvador & Alcántara-Pilar, Juan Miguel, 2022. "A review of three decades of academic research on brand equity: A bibliometric approach using co-word analysis and bibliographic coupling," Journal of Business Research, Elsevier, vol. 139(C), pages 1067-1083.
    4. Vieira, Valter Afonso & Fernandes de Negreiros, Leticia & Agnihotri, Raj & Bakeshloo, Khashayar Afshar, 2021. "Perceptual differences regarding leadership between the store manager and employees and its impact on frontline sales performance: A research note," Journal of Retailing, Elsevier, vol. 97(3), pages 347-358.
    5. Massoud Moslehpour & Ka Yin Chau & Alaleh Dadvari & Ben-Roy Do & Victoria Seitz, 2019. "What Killed HTC and Kept Apple Alive? Brand Sustainability Comparison of Two Asian Countries," Sustainability, MDPI, vol. 11(24), pages 1-22, December.
    6. Meghisan-Toma Georgeta-Madalina & Toma Dorin, 2019. "Health Determinants and Unmet Needs for Health Care- towards e-Health Systems," Proceedings of the International Conference on Business Excellence, Sciendo, vol. 13(1), pages 1045-1057, May.
    7. Anselmsson, Johan & Burt, Steve & Tunca, Burak, 2017. "An integrated retailer image and brand equity framework: Re-examining, extending, and restructuring retailer brand equity," Journal of Retailing and Consumer Services, Elsevier, vol. 38(C), pages 194-203.
    8. Sirén, Charlotta & Kohtamäki, Marko, 2016. "Stretching strategic learning to the limit: The interaction between strategic planning and learning," Journal of Business Research, Elsevier, vol. 69(2), pages 653-663.
    9. Leo-Paul Dana & Mehdi Tajpour & Aidin Salamzadeh & Elahe Hosseini & Mahnaz Zolfaghari, 2021. "The Impact of Entrepreneurial Education on Technology-Based Enterprises Development: The Mediating Role of Motivation," Administrative Sciences, MDPI, vol. 11(4), pages 1-17, September.
    10. Algarni, Mohammad A. & Ali, Murad & Leal-Rodríguez, Antonio L. & Albort-Morant, Gema, 2023. "The differential effects of potential and realized absorptive capacity on imitation and innovation strategies, and its impact on sustained competitive advantage," Journal of Business Research, Elsevier, vol. 158(C).
    11. Casey E. Newmeyer & R. Venkatesh & Julie A. Ruth & Rabikar Chatterjee, 2018. "A typology of brand alliances and consumer awareness of brand alliance integration," Marketing Letters, Springer, vol. 29(3), pages 275-289, September.
    12. Helm, Roland & Gritsch, Stephanie, 2013. "Implementierung des Marketing-Intelligence Konzepts in B-to-B Unternehmen," University of Regensburg Working Papers in Business, Economics and Management Information Systems 474, University of Regensburg, Department of Economics.
    13. Dutta, Sujay & Pullig, Chris, 2011. "Effectiveness of corporate responses to brand crises: The role of crisis type and response strategies," Journal of Business Research, Elsevier, vol. 64(12), pages 1281-1287.
    14. María José Sanzo & Luis Ignacio Álvarez & Marta Rey, 2017. "Lights and Shadows of Business-Nonprofit Partnerships: The Role of Nonprofit Learning and Empowerment in this Ethical Puzzle," Sustainability, MDPI, vol. 9(8), pages 1-21, August.
    15. Shaierah Gulabdin & Toh Pei Sung & Stephen Laison Sondoh Jr & Faerozh Madli, 2022. "The Effect Of Social Influence And Interpersonal Identification On The Relationship Between Personality And Performance Of Agents In The Multilevel Marketing (Mlm) Industry," Malaysian E Commerce Journal (MECJ), Zibeline International Publishing, vol. 6(1), pages 44-53, November.
    16. Manizheh Bahreinizad & Majid Esmaeilpour & Kianoosh Moradi, 2020. "Brand Communications And Customer Equity: The Mediating Role Of Brand Knowledge And Word Of Mouth Ads," Romanian Economic Business Review, Romanian-American University, vol. 15(4), pages 90-103, december.
    17. Shapiro, Stephen L. & Reams, Lamar & So, Kevin Kam Fung, 2019. "Is it worth the price? The role of perceived financial risk, identification, and perceived value in purchasing pay-per-view broadcasts of combat sports," Sport Management Review, Elsevier, vol. 22(2), pages 235-246.
    18. Wong, Tommy & Wickham, Mark, 2015. "An examination of Marriott's entry into the Chinese hospitality industry: A Brand Equity perspective," Tourism Management, Elsevier, vol. 48(C), pages 439-454.
    19. Xiuqun Chen & Shun-Chi Yu & Xuemei Sun & Dan Wang, 2023. "Investigating the Influence of Brand Communication and Brand Trust on Customer Commitment: An Examination from the Perspective of Customer Perception," Advances in Decision Sciences, Asia University, Taiwan, vol. 27(2), pages 166-195, June.
    20. Calvo Porral, Cristina & Martínez Fernández, Valentín Alejandro & Juanatey Boga, Oscar, 2016. "Influência da assinatura do fabricante na lealdade e intenção de compra de marcas próprias de varejista," RAE - Revista de Administração de Empresas, FGV-EAESP Escola de Administração de Empresas de São Paulo (Brazil), vol. 56(1), January.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:jbrese:v:122:y:2021:i:c:p:362-372. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: http://www.elsevier.com/locate/jbusres .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.