Publicação
Can customer relationships backfire?
| Resumo: | While prior research indicates that establishing interpersonal interaction with customers is mostly beneficial, this work reveals that the impact of social ties depends on relationship norms (communal vs. exchange). In three studies, including a real-world field dataset (N = 87,615 customers), the current investigation demonstrates the conditions under which interpersonal relationships can increase or decrease customers’ cancelation behavior. The findings indicate that communal (vs. exchange) relationships can increase customers’ future cancelation behaviors. The findings also demonstrate that perceived moral obligation underlies interpersonal effects on cancelation behavior. That is, when providers develop communal (vs. exchange) ties, consumers feel that their interaction with the providers is in a closed social context, which tends to reduce their obligations towards attending their booking, thus increasing cancelation behavior. Theoretical and practical implications for business researchers and practitioners are discussed. |
|---|---|
| Autores principais: | Shuqair, Saleh |
| Outros Autores: | Costa Pinto, Diego; Cruz-Jesus, Frederico; Mattila, Anna S.; da Fonseca Guerreiro, Patricia; Kam Fung So, Kevin |
| Assunto: | Cancelation behavior Communal relationships Exchange relationship Perceived moral obligation Marketing SDG 8 - Decent Work and Economic Growth |
| Ano: | 2022 |
| País: | Portugal |
| Tipo de documento: | artigo |
| Tipo de acesso: | acesso aberto |
| Instituição associada: | Universidade Nova de Lisboa |
| Idioma: | inglês |
| Origem: | Repositório Institucional da UNL |
| _version_ | 1868983682564358144 |
|---|---|
| author | Shuqair, Saleh |
| author2 | Costa Pinto, Diego Cruz-Jesus, Frederico Mattila, Anna S. da Fonseca Guerreiro, Patricia Kam Fung So, Kevin |
| author2_role | author author author author author |
| author_facet | Shuqair, Saleh Costa Pinto, Diego Cruz-Jesus, Frederico Mattila, Anna S. da Fonseca Guerreiro, Patricia Kam Fung So, Kevin |
| author_role | author |
| contributor_name_str_mv | Information Management Research Center (MagIC) - NOVA Information Management School NOVA Information Management School (NOVA IMS) Elsevier RUN |
| country_str | PT |
| creators_json_txt | [{\"Person.name\":\"Shuqair, Saleh\"},{\"Person.name\":\"Costa Pinto, Diego\"},{\"Person.name\":\"Cruz-Jesus, Frederico\"},{\"Person.name\":\"Mattila, Anna S.\"},{\"Person.name\":\"da Fonseca Guerreiro, Patricia\"},{\"Person.name\":\"Kam Fung So, Kevin\"}] |
| datacite.contributors.contributor.contributorName.fl_str_mv | Information Management Research Center (MagIC) - NOVA Information Management School NOVA Information Management School (NOVA IMS) Elsevier RUN |
| datacite.creators.creator.creatorName.fl_str_mv | Shuqair, Saleh Costa Pinto, Diego Cruz-Jesus, Frederico Mattila, Anna S. da Fonseca Guerreiro, Patricia Kam Fung So, Kevin |
| datacite.date.Accepted.fl_str_mv | 2022-11-01T00:00:00Z |
| datacite.date.available.fl_str_mv | 2023-03-07T22:28:40Z |
| datacite.date.embargoed.fl_str_mv | 2023-03-07T22:28:40Z |
| datacite.rights.fl_str_mv | http://purl.org/coar/access_right/c_abf2 |
| datacite.subjects.subject.fl_str_mv | Cancelation behavior Communal relationships Exchange relationship Perceived moral obligation Marketing SDG 8 - Decent Work and Economic Growth |
| datacite.titles.title.fl_str_mv | Can customer relationships backfire? How relationship norms shape moral obligation in cancelation behavior |
| dc.contributor.none.fl_str_mv | Information Management Research Center (MagIC) - NOVA Information Management School NOVA Information Management School (NOVA IMS) Elsevier RUN |
| dc.creator.none.fl_str_mv | Shuqair, Saleh Costa Pinto, Diego Cruz-Jesus, Frederico Mattila, Anna S. da Fonseca Guerreiro, Patricia Kam Fung So, Kevin |
| dc.date.Accepted.fl_str_mv | 2022-11-01T00:00:00Z |
| dc.date.available.fl_str_mv | 2023-03-07T22:28:40Z |
| dc.date.embargoed.fl_str_mv | 2023-03-07T22:28:40Z |
| dc.format.none.fl_str_mv | application/pdf |
| dc.identifier.none.fl_str_mv | http://hdl.handle.net/10362/150167 |
| dc.language.none.fl_str_mv | eng |
| dc.rights.none.fl_str_mv | http://purl.org/coar/access_right/c_abf2 |
| dc.subject.none.fl_str_mv | Cancelation behavior Communal relationships Exchange relationship Perceived moral obligation Marketing SDG 8 - Decent Work and Economic Growth |
| dc.title.fl_str_mv | Can customer relationships backfire? How relationship norms shape moral obligation in cancelation behavior |
| dc.type.none.fl_str_mv | http://purl.org/coar/resource_type/c_6501 |
| description | While prior research indicates that establishing interpersonal interaction with customers is mostly beneficial, this work reveals that the impact of social ties depends on relationship norms (communal vs. exchange). In three studies, including a real-world field dataset (N = 87,615 customers), the current investigation demonstrates the conditions under which interpersonal relationships can increase or decrease customers’ cancelation behavior. The findings indicate that communal (vs. exchange) relationships can increase customers’ future cancelation behaviors. The findings also demonstrate that perceived moral obligation underlies interpersonal effects on cancelation behavior. That is, when providers develop communal (vs. exchange) ties, consumers feel that their interaction with the providers is in a closed social context, which tends to reduce their obligations towards attending their booking, thus increasing cancelation behavior. Theoretical and practical implications for business researchers and practitioners are discussed. |
| dirty | 0 |
| eu_rights_str_mv | openAccess |
| format | article |
| fulltext.url.fl_str_mv | https://run.unl.pt/bitstreams/45101866-9a0c-45bc-9548-ce0d43eea5ab/download |
| funder_facet_str_mv | FCT{{{_:::_}}}Fundação para a Ciência e a Tecnologia |
| funding.funder.alternateName_str_mv | FCT |
| funding.funder.identifier_str_mv | http://doi.org/10.13039/501100001871 |
| funding.funder.name_str_mv | Fundação para a Ciência e a Tecnologia |
| funding.name_str_mv | 6817 - DCRRNI ID |
| id | run_eb0f5ae5ea741c71f0e1f38d5d2df303 |
| identifier.url.fl_str_mv | http://hdl.handle.net/10362/150167 |
| inst_facet_str | urn:organizationAcronym:unl{{{_:::_}}}Universidade Nova de Lisboa |
| instacron_str | unl |
| institution | Universidade Nova de Lisboa |
| instname_str | Universidade Nova de Lisboa |
| language | eng |
| network_acronym_str | run |
| network_name_str | Repositório Institucional da UNL |
| oai_identifier_str | oai:run.unl.pt:10362/150167 |
| organization_str_mv | urn:organizationAcronym:unl |
| person_str_mv | Shuqair, Saleh Costa Pinto, Diego Cruz-Jesus, Frederico Mattila, Anna S. da Fonseca Guerreiro, Patricia Kam Fung So, Kevin |
| publishDate | 2022 |
| repo_facet_str | urn:repositoryAcronym:run{{{_:::_}}}Repositório Institucional da UNL |
| reponame_str | Repositório Institucional da UNL |
| repository_id_str | urn:repositoryAcronym:run |
| service_str_mv | urn:repositoryAcronym:run |
| spelling | engenWhile prior research indicates that establishing interpersonal interaction with customers is mostly beneficial, this work reveals that the impact of social ties depends on relationship norms (communal vs. exchange). In three studies, including a real-world field dataset (N = 87,615 customers), the current investigation demonstrates the conditions under which interpersonal relationships can increase or decrease customers’ cancelation behavior. The findings indicate that communal (vs. exchange) relationships can increase customers’ future cancelation behaviors. The findings also demonstrate that perceived moral obligation underlies interpersonal effects on cancelation behavior. That is, when providers develop communal (vs. exchange) ties, consumers feel that their interaction with the providers is in a closed social context, which tends to reduce their obligations towards attending their booking, thus increasing cancelation behavior. Theoretical and practical implications for business researchers and practitioners are discussed.application/pdfenCan customer relationships backfire?SubtitleenHow relationship norms shape moral obligation in cancelation behaviorShuqair, SalehCosta Pinto, DiegoCruz-Jesus, FredericoMattila, Anna S.da Fonseca Guerreiro, PatriciaKam Fung So, KevinInformation Management Research Center (MagIC) - NOVA Information Management SchoolNOVA Information Management School (NOVA IMS)ElsevierHostingInstitutionOrganizationalRUNe-mailmailto:run@unl.ptrun@unl.ptISSNIsPartOf0148-2963URNIsPartOfPURE: 55001773URNIsPartOfPURE UUID: 26983937-fed5-4f8e-8754-3145efcdaefaURNIsPartOfScopus: 85134520236URNIsPartOfWOS: 000855045400014URNIsPartOfORCID: /0000-0002-4446-5980/work/130466505URNIsPartOfORCID: /0000-0003-4418-9450/work/152551814DOIIsPartOf10.1016/j.jbusres.2022.07.0082023-03-07T22:28:40Z2022-112022-11-01T00:00:00ZHandlehttp://hdl.handle.net/10362/150167http://purl.org/coar/access_right/c_abf2open accessCancelation behaviorCommunal relationshipsExchange relationshipPerceived moral obligationMarketingSDG 8 - Decent Work and Economic Growth712129 bytesFundação para a Ciência e a TecnologiaInformation Management Research Center6817 - DCRRNI IDCrossref Funder IDhttp://doi.org/10.13039/501100001871literaturehttp://purl.org/coar/resource_type/c_6501journal articlehttp://purl.org/coar/access_right/c_abf2application/pdffulltexthttps://run.unl.pt/bitstreams/45101866-9a0c-45bc-9548-ce0d43eea5ab/download |
| spellingShingle | Can customer relationships backfire? Shuqair, Saleh Cancelation behavior Communal relationships Exchange relationship Perceived moral obligation Marketing SDG 8 - Decent Work and Economic Growth |
| status | SINGLETON |
| subject.fl_str_mv | Cancelation behavior Communal relationships Exchange relationship Perceived moral obligation Marketing SDG 8 - Decent Work and Economic Growth |
| title | Can customer relationships backfire? |
| title_full | Can customer relationships backfire? |
| title_fullStr | Can customer relationships backfire? |
| title_full_unstemmed | Can customer relationships backfire? |
| title_short | Can customer relationships backfire? |
| title_sort | Can customer relationships backfire? |
| topic | Cancelation behavior Communal relationships Exchange relationship Perceived moral obligation Marketing SDG 8 - Decent Work and Economic Growth |
| topic_facet | Cancelation behavior Communal relationships Exchange relationship Perceived moral obligation Marketing SDG 8 - Decent Work and Economic Growth |
| url | http://hdl.handle.net/10362/150167 |
| visible | 1 |