The role of corporate reputation moderation of banking services

Badawi; Tjahjono, H. K.; Muafi

doi:10.17512/pjms.2017.15.1.02

Artykuł - szczegóły

Tytuł artykułu

The role of corporate reputation moderation of banking services

Autorzy

Badawi , Tjahjono H. K. , Muafi

Treść / Zawartość

Pełne teksty:

Pobierz

Identyfikatory

DOI

10.17512/pjms.2017.15.1.02

Warianty tytułu

Rola stabilizacji reputacji korporacyjnej usług bankowych

Języki publikacji

Abstrakty

The purpose of this research is to test and analyze the role of corporate reputation moderation towards satisfaction with service recovery in the industrial banking. This research uses a credit customer in six major banks in the West Java Province, Indonesia with the technique of accidental sampling. Statistic technique uses structural equation modeling (SEM). Result of this research shows that (1) distributive justice, procedural, interpersonal, and informational on the complaint handing is able to increase satisfaction with service recovery (2) corporate reputation moderates the effect of distributive justice, procedural, and informational towards customer satisfaction with service recovery, but not moderates the effect of interpersonal justice on the customer satisfaction with service recovery. Research theory contribution shows that the importance of customer behavior on satisfaction with service recovery can use justice approach which is a behavioral strategy of satisfaction with service recovery on service and can be implemented in banking services industry.

Celem niniejszego badania jest sprawdzenie oraz analiza roli stabilizacji reputacji korporacyjnej w kierunku zadowolenia z odzyskiwania usług w bankowości przemysłowej. Badania przeprowadzono na grupie klientów kredytowych w sześciu największych bankach prowincji West Java w Indonezji techniką przypadkowego pobierania próbek. Technika statystyczna wykorzystuje modelowanie równań strukturalnych (SEM). Wynik badania pokazuje, że: (1) sprawiedliwość dystrybucyjna, proceduralna, interpersonalna i informacyjna w zakresie przekazywania skarg może zwiększyć satysfakcję z odzyskiwania usług (2) reputacja korporacyjna łagodzi efekt sprawiedliwości dystrybucyjnej, proceduralnej i informacyjnej w kierunku zadowolenia klienta z odzyskiwania usług, lecz nie łagodzi skutków sprawiedliwości interpersonalnej w odniesieniu do zadowolenia klienta z odzyskiwania usług. Wkład teoretyczny wskazuje, że znaczenie zachowań klientów w zakresie satysfakcji z odzyskiwania usług może wykorzystywać podejście sprawiedliwe, które jest behawioralną strategią satysfakcji z odzyskiwania usług i może być wdrażane w sektorze usług bankowych.

Słowa kluczowe

justice complaint handling corporate reputation customer satisfaction with service recovery

sprawiedliwość rozpatrywanie skarg reputacja firmy zadowolenie klientów z odzyskiwania usług

Wydawca

Czestochowa University of Technology

Czasopismo

Polish Journal of Management Studies

Rocznik

2017

Tom

Vol. 15, No. 1

Strony

15--25

Opis fizyczny

Bibliogr. 46 poz., rys., tab.

Twórcy

autor

Badawi

Management Department, Economic Faculty, Universitas Muhammadiyah Cirebon

autor

Tjahjono H. K.

Management Department, Economic Faculty, Universitas Muhammadiyah Yogyakarta

autor

Muafi

muafi@uii.ac.id

Management Department, Economic Faculty, Universitas Islam Indonesia

Bibliografia

1. Ambrose M.L., 2002, Contemporary justice research: A new look at familiar questions, “Organizational Behavior and Human Decision Processes”, 89.
2. Badawi, 2012, Justice and Customer Emotion’s Effect on Complaint Handling Satisfaction: A Survey on Complaint Attitude Handling, “International Journal of Innovation, Management and Technology”, 3(5).
3. Blodgett J.G., Hill D.J., Tax S.S., 1997, The Effects of Distributive, Procedural, and Interactional Justice on Post-Complaint Behavior, “Journal of Retailing”, 73(2).
4. Brown S., 1995, The moderating effects of insupplier / outsupplier status on organizational buyer attitudes, “Journal of the Academy of Marketing Science”, 23(3).
5. Colquitt J.A., Conlon D.E., Wesson M.J., Porter C., Ng K.Y., 2001, Justice at the millennium: a meta-analytic review of 25 years of organizational justice research, “Journal of Applied Psychology”, 86(3).
6. Cotîrlea D., 2011, Issues Regarding E-Service Quality Management - Customization on Online Tourism Domain, “Polish Journal of Management Studies”, 3.
7. Del Río-Lanza A.B., Vázquez-Casielles R., Díaz-Martín A.M., 2009, Satisfaction with service recovery: Perceived justice and emotional responses, “Journal of Business Research”, 62.
8. Ganesan S., 1994, Determinants of long-term orientation in buyer-seller relationships, “Journal of Marketing”, 58(April).
9. Gautam V., 2011, Investigating the Moderating Role of Corporate Image in the Relationship between Perceived Justice and Recovery Satisfaction: Evidence from Indian Aviation Industry, “International Review of Management and Marketing”, 1(4).
10. Greenberg J., 1994, Using socially fair treatment to promote acceptance of a work site smoking ban, “Journal of Applied Psychology”, 79(2).
11. Hagyari P., Bacik R., Fedorko R., 2016, Analysis of the key factors of reputation management in conditions of city marketing, “Polish Journal of Management Studies”, 13(1).
12. Hair J.F., Anderson R.E., Tatham R.L., Black W.C., 1998, Multivariate data analysis, Englewood Cliffs NJ: Practice Hall.
13. Hess R.L.Jr., 2008, The Impact of Firm Reputation and Failure Severity on Customers’ Responses to Service Failures, “Journal of Services Marketing”, 22(5).
14. Hoffman K.D., Bateson J.E.G., 2002, Essentials of Services Marketing: Concepts, Strategies and Cases, (2nd edition), Harcourt College Publishers.
15. Johnson D., Grayson K., 2005, Cognitive and affective trust in service relationships, “Journal of Business Research”, 58.
16. Karatepe O.M., 2006, Customer complaints and organizational responses: The effects of complaints’ perceptions of justice on satisfaction and loyalty, “International Journal of Hospitality Management”, 25(1).
17. Kay J.A., 1993, Foundations of Corporate Success, Oxford: Oxford University Press.
18. Kim T., Kim W.G., Kim H., 2009, The Effects of Perceived Justice on Recovery Satisfaction, Trust, Word-of-Mouth, and Revisit Intention in Upscale Hotels, “Tourism Management”, 30(1).
19. Lam N.W.W., Dale B.G., 1999, Customer complaints handling system: key issues and concerns, “Total Quality Management”, 10.
20. Leong J.K., Kim W.G., Ham S., 2002, The Effects of Service Recovery on Repeat Patronage, “Journal of Quality Assurance in Hospitality & Tourism”, 3(1).
21. Lewis B.R., McCann P., 2004, Service failure and recovery: evidence from the hotel industry, “International Journal of Contemporary Hospitality Management”, 16(1).
22. Lovelock C., 2005, Service Marketing: People, Technology, Strategy, (5th edition), Englewood Cliffs, NJ: Prentice Hall.
23. MacLean S., Gray K., 1998, Structural Equation Modelling in marketing research, “Journal of the Australia Market Research Society”, 6(1).
24. Masnita Y., 2011, Pengaruh Locus Attribution Pada Pemulihan Kegagalan Layanan Suatu Pendekatan Teori Resources Exchange, Ringkasan Disertasi Program Studi Ilmu Manajemem Universitas Indonesia.
25. Maxham J.G.III., Netemeyer R.G., 2002, Modeling Customer Perceptions of Complaint Handling over Time: The Effects of Perceived Justice on Satisfaction and Intent, “Journal of Retailing”, 78(4).
26. Maxham J.G.III., Netemeyer R.G., 2003, Firms Reap What They Sow: The Effects of Shared Values and Perceived Organizational Justice on Customers' Evaluation of Complaint Handling, “Journal of Marketing”, 67(1).
27. Muafi, 2015a, Antecedent Counterproductive Behavior: SMEs Cases, “Polish Journal of Management Studies”, 12(2).
28. Muafi, 2015b, Green IT Empowerment, Social Capital, Creativity and Innovation: A Case Study of Creative City, Bantul, Yogyakarta, Indonesia, “Journal of Industrial Engineering and Management”, 8(3).
29. Nguyen N., Leblanc G., 2001, Corporate Image and Corporate Reputation in Customers’ Retention Decisions, Services, “Journal of Retailing and Consumer Services”, 8.
30. Nikbin D., Armesh H., Heydari A., Jalalkamali M., 2011, The Effects of Perceived Justice in Service Recovery on Firm Reputation and Repurchase Intention in Airline Industry, “African Journal of Business Management”, 5(23).
31. Nikbin D., Ismail I., Marimuthu M., 2010, Perceived Justice in Service Recovery and Recovery Satisfaction: The Mediating Role of Trust, “World Applied Sciences Journal”, 10.
32. Palupi M., Tjahjono H.K., 2016, A Model of Religiousity and Organizational Justice: The impact on Commitment and Dysfunctional Behavior, The 27th International Business Information Management Association Conference Proceedings.
33. Patterson P., Cowley E., Prasongsukarn K., 2006, Service failure recovery: the moderating impact of individual-level cultural value orientation on perceptions of justice, “International Journal of Research in Marketing”, 23(3).
34. Rindova V.P., Williamson I.O., Petkova A.P., Sever J.M., 2005, Being good or being known: an empirical examination of the dimensions, antecedents, and consequences of organizational reputation, “Academy of Management Journal”, 48.
35. Roberts P., Dowling G.R., 2002, Corporate Reputation and sustained superior financial performance, “Strategic Management Journal”, 23.
36. Skarlicki D.P., Laurie J.B., Douglas P., 2008, When Explanations for Layoffs are not Enough: Employer’s Integrity as a Moderator of the Relationship between Informational Justice and Retaliation, “Journal of Occupational and Organizational Psychology”, 81.
37. Smith A., Bolton R., Wagner J., 1999, A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery, “Journal of Marketing Research”, 36 (August).
38. Soleh H., 2014, The Role of the Personality of Customers and Reputation the Company as the Restoration of Services on the model of moderation variable: in the Automotive Industry in Indonesia, “Business and Entrepreneurial Review”, 14(1) October.
39. Tax S.S., Brown S.W., Chandrashekaran M., 1998, Customer evaluation of service complaint experiences: implications for relationship marketing, “Journal of Marketing”, 62.
40. Teo T.S.H., Lim Vivien K.G., 2001, The effects of perceived justice on satisfaction and behavioral intentions: the case of computer purchase, “International Journal of Retail & Distribution Management”, 29(2).
41. Tjahjono H.K., 2010, The extension of two-factor model of justice: hierarchical regression test and sample split, “China-USA Business Review”, 9(7).
42. Tjahjono H.K., 2011, The configuration among social capital, distributive and procedural justice and its consequences to individual satisfaction, “International Journal of Information and Management Sciences”, 22(1).
43. Traynor K., 1983, Account advertising, “Journal of Advertising Research”, 23.
44. Walsh G., Beatty E.S., 2007, Customer-based Corporate Reputation of a Service Firm: Scale Development and Validation, “Journal of the Academic Marketing Science”, 35.
45. Yoon E., Guffey H., Kijewski V., 1993, The effects of information and company reputation on intentions to buy a business service, “Journal of Business Research”, 27(3).
46. Youjae Yi., Gong T., 2008, The effects of customer justice perception and affect on customer citizenship behavior and customer dysfunctional behavior, “Industrial Marketing Management”, 37.

Uwagi

Opracowanie ze środków MNiSW w ramach umowy 812/P-DUN/2016 na działalność upowszechniającą naukę (zadania 2017).

Typ dokumentu

Bibliografia

Identyfikator YADDA

bwmeta1.element.baztech-061032b8-d74a-40fd-89c7-faddeeb88954