IDEAS home Printed from https://ideas.repec.org/a/pal/jmarka/v11y2023i3d10.1057_s41270-022-00178-3.html
   My bibliography  Save this article

From relational benefits to consumer loyalty across international perspective: a meta-analytic structural equation modeling

Author

Listed:
  • Hechmi Najjar

    (University of Tunis, Higher Institute of Management (ISG))

  • Chaker Najar

    (University of Tunis El Manar, Faculty of Economic Sciences and Management of Tunis (FSEGT))

Abstract

Relational benefits are seen as competitive advantages that allow companies to boost their relationship with customers and better meet their expectations. The generalization and specification of the results about these benefits and their consequences on an international scale have become a requirement for businesses looking to retain foreign customers and conquer new markets. The current paper aims to apply Meta-Analytic Structural Equation Modeling to better understand the relational benefit outcomes, the mediating effects of satisfaction and commitment, and the moderating effect of individualism/collectivism within the synthetic model. Accordingly, MASEM was performed using 33 valid empirical studies. It incorporated 280 effect sizes over a period of 21 years and a cumulative sample of 15,222 respondents. The synthetic outputs from domestic markets confirm that relational benefits explain satisfaction, commitment, and loyalty. Further, relational benefits have a positive effect on loyalty through the mediating effect of satisfaction and commitment. Finally, individualism/collectivism moderates the causal links between relational benefits, satisfaction, commitment, and loyalty. The summarized effects enable assessing the influence of relational benefits on satisfaction, commitment, and loyalty in several markets and across cultures to give a set of recommendations for researchers and managers looking for foreign markets.

Suggested Citation

  • Hechmi Najjar & Chaker Najar, 2023. "From relational benefits to consumer loyalty across international perspective: a meta-analytic structural equation modeling," Journal of Marketing Analytics, Palgrave Macmillan, vol. 11(3), pages 470-489, September.
    • Handle: RePEc:pal:jmarka:v:11:y:2023:i:3:d:10.1057_s41270-022-00178-3
    DOI: 10.1057/s41270-022-00178-3
    as

    Download full text from publisher

    File URL: http://link.springer.com/10.1057/s41270-022-00178-3
    File Function: Abstract
    Download Restriction: Access to the full text of the articles in this series is restricted.
    File URL: https://libkey.io/10.1057/s41270-022-00178-3?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. Dwayne D. Gremler & Yves Vaerenbergh & Elisabeth C. Brüggen & Kevin P. Gwinner, 2020. "Understanding and managing customer relational benefits in services: a meta-analysis," Journal of the Academy of Marketing Science, Springer, vol. 48(3), pages 565-583, May.
    2. Lei Huang, 2017. "Birds of a feather: a normative model of assessing consumers’ satisfaction in a generalized expectation–disconfirmation paradigm," Journal of Marketing Analytics, Palgrave Macmillan, vol. 5(1), pages 5-13, March.
    3. Johanna Gummerus & Veronica Liljander & Emil Weman & Minna Pihlström, 2012. "Customer engagement in a Facebook brand community," Management Research Review, Emerald Group Publishing Limited, vol. 35(9), pages 857-877, August.
    4. Johanna Gummerus & Veronica Liljander & Emil Weman & Minna Pihlström, 2012. "Customer engagement in a Facebook brand community," Management Research Review, Emerald Group Publishing Limited, vol. 35(9), pages 857-877, August.
    5. Muhammed S. Alnsour, 2018. "Online relationship marketing for banks in face-to-face economies," Journal of Marketing Analytics, Palgrave Macmillan, vol. 6(3), pages 105-116, September.
    6. Kuo, Ying-Feng & Feng, Lien-Hui, 2013. "Relationships among community interaction characteristics, perceived benefits, community commitment, and oppositional brand loyalty in online brand communities," International Journal of Information Management, Elsevier, vol. 33(6), pages 948-962.
    7. repec:eme:mrn000:01409170810851357 is not listed on IDEAS
    8. Len J. Treviño & Carolyn P. Egri & David A. Ralston & Irina Naoumova & Yongjuan Li & Fidel León Darder & María Teresa Garza Carranza & Olivier Furrer, 2020. "A Cross-Cultural Examination of Person-Organization Fit: Is P-O Fit Congruent with or Contingent on Societal Values?," Management International Review, Springer, vol. 60(2), pages 287-314, April.
    9. Xinshu Zhao & John G. Lynch Jr. & Qimei Chen, 2011. "Reconsidérer Baron et Kenny: mythes et vérités à propos de l'analyse de médiation," Post-Print hal-02055293, HAL.
    10. Tat-Huei Cham & Jun-Hwa Cheah & Mumtaz Ali Memon & Kim-Shyan Fam & Józsa László, 2022. "Digitalization and its impact on contemporary marketing strategies and practices," Journal of Marketing Analytics, Palgrave Macmillan, vol. 10(2), pages 103-105, June.
    11. Yi-Ching Hsieh & Hung-Chang Chiu & Yun-Chia Tang & Wei-Yun Lin, 2018. "Does Raising Value Co-creation Increase All Customers’ Happiness?," Journal of Business Ethics, Springer, vol. 152(4), pages 1053-1067, November.
    12. repec:eme:mrn000:01409170610717817 is not listed on IDEAS
    13. Keith S. Coulter & Johanna Gummerus & Veronica Liljander & Emil Weman & Minna Pihlström, 2012. "Customer engagement in a Facebook brand community," Management Research Review, Emerald Group Publishing Limited, vol. 35(9), pages 857-877, August.
    14. Chang, Yu-Hern & Chen, Fang-Yuan, 2007. "Relational benefits, switching barriers and loyalty: A study of airline customers in Taiwan," Journal of Air Transport Management, Elsevier, vol. 13(2), pages 104-109.
    15. Svenja Damberg & Manfred Schwaiger & Christian M. Ringle, 2022. "What’s important for relationship management? The mediating roles of relational trust and satisfaction for loyalty of cooperative banks’ customers," Journal of Marketing Analytics, Palgrave Macmillan, vol. 10(1), pages 3-18, March.
    16. Sergios Dimitriadis & Christos Koritos, 2014. "Core service versus relational benefits: what matters most?," The Service Industries Journal, Taylor & Francis Journals, vol. 34(13), pages 1092-1112, September.
    17. Kim, Stephen K. & Hibbard, Jonathan D. & Swain, Scott D., 2011. "Commitment in Marketing Channels: Mitigator or Aggravator of the Effects of Destructive Acts?," Journal of Retailing, Elsevier, vol. 87(4), pages 521-539.
    18. Hsiu-Hua Chang & Long-Chuan Lu, 2019. "Actively Persuading Consumers to Enact Ethical Behaviors in Retailing: The Influence of Relational Benefits and Corporate Associates," Journal of Business Ethics, Springer, vol. 156(2), pages 399-416, May.
    19. Abosag, Ibrahim & Ramadan, Zahy B. & Baker, Tom & Jin, Zhongqi, 2020. "Customers' need for uniqueness theory versus brand congruence theory: The impact on satisfaction with social network sites," Journal of Business Research, Elsevier, vol. 117(C), pages 862-872.
    20. Eluiza Alberto de Morais Watanabe & Claudio Vaz Torres & Solange Alfinito, 2019. "The impact of culture, evaluation of store image and satisfaction on purchase intention at supermarkets," Revista de Gestão, Emerald Group Publishing Limited, vol. 26(3), pages 256-273, July.
    21. Monica Grosso & Sandro Castaldo, 2015. "How store attributes impact shoppers' loyalty : do different national cultures follow the same loyalty building process?," Post-Print hal-02313338, HAL.
    Full references (including those not matched with items on IDEAS)

    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. Aqib Habib & Muhammad Irfan & Mohsin Shahzad, 2022. "Modeling the enablers of online consumer engagement and platform preference in online food delivery platforms during COVID-19," Future Business Journal, Springer, vol. 8(1), pages 1-18, December.
    2. Vijay Viswanathan & Linda D. Hollebeek & Edward C. Malthouse & Ewa Maslowska & Su Jung Kim & Wei Xie, 2017. "The Dynamics of Consumer Engagement with Mobile Technologies," Service Science, INFORMS, vol. 9(1), pages 36-49, March.
    3. Zou, Yi & van Riel, Allard C.R. & Streukens, Sandra & Bloemer, José, 2023. "Wanted! Investigating how elements from the personal usage context affect Gen Z consumers' value-in-use experience and engagement with mobile service," Journal of Business Research, Elsevier, vol. 160(C).
    4. Barta, Sergio & Belanche, Daniel & Fernández, Ana & Flavián, Marta, 2023. "Influencer marketing on TikTok: The effectiveness of humor and followers’ hedonic experience," Journal of Retailing and Consumer Services, Elsevier, vol. 70(C).
    5. Phuong T. Nguyen & Hieu V. Cao & Hiep M. Phuoc & Phong T. Tran, 2022. "Effects of Relational Benefits in the Model of Customers’ Benefits and Relationship Quality in Vietnam," Economies, MDPI, vol. 10(11), pages 1-20, November.
    6. Zhang, Mingli & Guo, Lingyun & Hu, Mu & Liu, Wenhua, 2017. "Influence of customer engagement with company social networks on stickiness: Mediating effect of customer value creation," International Journal of Information Management, Elsevier, vol. 37(3), pages 229-240.
    7. Utkarsh, & Gupta, Roopak Kumar, 2022. "Effects of confidence and social benefits on consumers’ extra-role and in-role behaviors: A social identity and social exchange perspective," Journal of Retailing and Consumer Services, Elsevier, vol. 65(C).
    8. Anne Yenching Liu & Sungmin Lin, 2023. "Service for specialized and digitalized: Consumer switching perceptions of E‐commerce in specialty retail," Managerial and Decision Economics, John Wiley & Sons, Ltd., vol. 44(3), pages 1521-1533, April.
    9. Eman Abdelhamid Hasnin, 2018. "A Mediating Role of Customer Value Between Customer Engagement and Loyalty: An Applied Study in Commercial Banks in Egypt," International Journal of Marketing Studies, Canadian Center of Science and Education, vol. 10(1), pages 136-144, March.
    10. Jingjing Wu & Yiwei Chen & Lin Hu & Anxin Xu, 2022. "Influence Factors on Consumers’ Instant Cross-buying under Supermarkets’ Cross-border Integration: From the Perspective of the Elaboration Likelihood Model," SAGE Open, , vol. 12(3), pages 21582440221, September.
    11. Abdullah Yahia Moqbile Ahmed, 2017. "The Impact of Exposure to Advertisement Online on Purchase Decision Empirical Study of Saudi Customers in Western Region," International Journal of Academic Research in Business and Social Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Business and Social Sciences, vol. 7(7), pages 366-386, July.
    12. Dessart, Laurence & Pitardi, Valentina, 2019. "How stories generate consumer engagement: An exploratory study," Journal of Business Research, Elsevier, vol. 104(C), pages 183-195.
    13. Abdelmoety, Ziad Hassan & Aboul-Dahab, Sameh & Agag, Gomaa, 2022. "A cross cultural investigation of retailers commitment to CSR and customer citizenship behaviour: The role of ethical standard and value relevance," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
    14. Anne Sorensen & Judy Drennan, 2017. "Understanding value-creating practices in social media-based brand communities," The Service Industries Journal, Taylor & Francis Journals, vol. 37(15-16), pages 986-1007, December.
    15. Caitlin McLaughlin & Kai Haverila & Matti Haverila, 2022. "Gratifications sought versus gratifications achieved in online brand communities: satisfaction and motives of lurkers and posters," Journal of Brand Management, Palgrave Macmillan, vol. 29(2), pages 190-207, March.
    16. Muhammad Irfan & Mohammad Farid Shamsudin & Noor Hadi, 2016. "How Important Is Customer Satisfaction? Quantitative Evidence from Mobile Telecommunication Market," International Journal of Business and Management, Canadian Center of Science and Education, vol. 11(6), pages 1-57, May.
    17. Carlson, Jamie & Rahman, Mohammad M. & Taylor, Alexander & Voola, Ranjit, 2019. "Feel the VIBE: Examining value-in-the-brand-page-experience and its impact on satisfaction and customer engagement behaviours in mobile social media," Journal of Retailing and Consumer Services, Elsevier, vol. 46(C), pages 149-162.
    18. Chang, Hsin Hsin & Wong, Kit Hong & Shen, Yi An, 2022. "Effects of the consumer socialization process on content sharing on SNSs: Social comparison and anticipated emotions as moderators," Technological Forecasting and Social Change, Elsevier, vol. 174(C).
    19. Jebarajakirthy, Charles & Das, Manish, 2021. "Uniqueness and luxury: A moderated mediation approach," Journal of Retailing and Consumer Services, Elsevier, vol. 60(C).
    20. Dwayne D. Gremler & Yves Vaerenbergh & Elisabeth C. Brüggen & Kevin P. Gwinner, 2020. "Understanding and managing customer relational benefits in services: a meta-analysis," Journal of the Academy of Marketing Science, Springer, vol. 48(3), pages 565-583, May.

    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:pal:jmarka:v:11:y:2023:i:3:d:10.1057_s41270-022-00178-3. 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: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.palgrave-journals.com/ .

    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.