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Understanding the impact of tie strength on customer's perceived justice and satisfaction: Insights from service failures in customer-firm interactions
(Institute of Electrical and Electronics Engineers Inc., 2024-02-01)
The frequent interaction between customers and firms generates tie strength (TS) among them, which may be impaired due to service failures, as organizations are not exempt from such scenarios. With using survey-based data from 348 Ecuadorian costumers with service failure experience, this research aims to demonstrate the moderating effect of TS (high versus low) on the relationship between perceived justice dimensions and complaint and cumulative satisfaction (CUS), thus extending our understanding of justice theory and relationship marketing. The results reveal that when the customer's TS to the firm is strong (versus weak), the moderating effect influences the relationship between distributive justice perception and CUS. Additionally, under the influence of strong ties, the relationship between both procedural and interactional justice and complaint satisfaction is strengthened. On the contrary, low levels of ties affect the evaluations of the recovery processes and procedures, as well as the handling of complaints regarding time and speed implemented by firms, without achieving an impact on customer behavior. These findings have important implications, as they highlight the need for managers to consider the type of relationship with the existing customers when designing and implementing recovery strategies.
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The impact of CEOs' personality on socio-emotional wealth and competitiveness improvement of family-owned SMEs
(Inderscience Publishers, 2024-01-01)
Socio-emotional wealth has been considered the most important differentiator of the family firm as a unique entity. In this study, we examine the relationships between CEO personality (emotional stability, agreeableness, conscientiousness, openness to experience, extraversion), socio-emotional wealth, and family firms’ competitiveness improvement using a sample of 352 small and medium-sized family firms from Ecuador. The data were processed in SPSS using hierarchical regressions. Results showed a positive and significant relationship between the CEO’s extraversion, agreeableness, and openness to experience with both socio-emotional wealth and family firms’ competitiveness improvement. However, in the case of emotional stability and conscientiousness, the results were not statistically significant regarding socioemotional wealth and competitiveness improvement. Our research contributes to the current literature by highlighting how each dimension of a CEO’s personality either enhances or inhibits the competitiveness improvement of family-owned SMEs.
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Knowledge Management Strategy as the Key Factor for Turkish Firms’ Innovation in the Digital Era
(Institute of Electrical and Electronics Engineers Inc., 2023-01-01)
The digital era is characterized by technological advancements that enhance the speed and breadth of information and knowledge turnover in businesses, markets, the economy, and society. The success of businesses in the digital era depends heavily on their access to sufficient knowledge and information about changes in the market and business environment. The main objective of this research is to investigate the impact of organizational knowledge management strategies on firms' innovation and absorptive capacities. Using data from 507 employees working in R&D departments of companies that produce white goods, this study aims to test the mediating role of absorptive and innovation capacities in the relationship between knowledge management strategy and firm's product innovation performance. Our results from Turkey confirmed the positive impact of organizational knowledge management strategy on firm's absorptive and innovation capacities, which in turn improves the firm's product innovation performance.
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