Can customer relationships backfire?

Detalhes bibliográficos
Autor(a) principal: Shuqair, Saleh
Data de Publicação: 2022
Outros Autores: Costa Pinto, Diego, Cruz-Jesus, Frederico, Mattila, Anna S., da Fonseca Guerreiro, Patricia, Kam Fung So, Kevin
Tipo de documento: Artigo
Idioma: eng
Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
Texto Completo: http://hdl.handle.net/10362/150167
Resumo: Shuqair, S., Costa Pinto, D., Cruz-Jesus, F., Mattila, A. S., da Fonseca Guerreiro, P., & Kam Fung So, K. (2022). Can customer relationships backfire? : How relationship norms shape moral obligation in cancelation behavior. Journal of Business Research, 151(November), 463-472. https://doi.org/10.1016/j.jbusres.2022.07.008 ---Funding Information: The authors Diego and Frederico gratefully acknowledge financial support from FCT Fundação para a Ciência e a Tecnologia (Portugal), national funding through research grant Information Management Research Center – MagIC/NOVA IMS (UIDB/04152/2020).
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spelling Can customer relationships backfire?How relationship norms shape moral obligation in cancelation behaviorCancelation behaviorCommunal relationshipsExchange relationshipPerceived moral obligationMarketingSDG 8 - Decent Work and Economic GrowthShuqair, S., Costa Pinto, D., Cruz-Jesus, F., Mattila, A. S., da Fonseca Guerreiro, P., & Kam Fung So, K. (2022). Can customer relationships backfire? : How relationship norms shape moral obligation in cancelation behavior. Journal of Business Research, 151(November), 463-472. https://doi.org/10.1016/j.jbusres.2022.07.008 ---Funding Information: The authors Diego and Frederico gratefully acknowledge financial support from FCT Fundação para a Ciência e a Tecnologia (Portugal), national funding through research grant Information Management Research Center – MagIC/NOVA IMS (UIDB/04152/2020).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.Information Management Research Center (MagIC) - NOVA Information Management SchoolNOVA Information Management School (NOVA IMS)RUNShuqair, SalehCosta Pinto, DiegoCruz-Jesus, FredericoMattila, Anna S.da Fonseca Guerreiro, PatriciaKam Fung So, Kevin2023-03-07T22:28:40Z2022-112022-11-01T00:00:00Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/article10application/pdfhttp://hdl.handle.net/10362/150167eng0148-2963PURE: 55001773https://doi.org/10.1016/j.jbusres.2022.07.008info:eu-repo/semantics/openAccessreponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAP2023-07-10T16:12:36ZPortal AgregadorONG
dc.title.none.fl_str_mv Can customer relationships backfire?
How relationship norms shape moral obligation in cancelation behavior
title Can customer relationships backfire?
spellingShingle Can customer relationships backfire?
Shuqair, Saleh
Cancelation behavior
Communal relationships
Exchange relationship
Perceived moral obligation
Marketing
SDG 8 - Decent Work and Economic Growth
title_short Can customer relationships backfire?
title_full Can customer relationships backfire?
title_fullStr Can customer relationships backfire?
title_full_unstemmed Can customer relationships backfire?
title_sort Can customer relationships backfire?
author Shuqair, Saleh
author_facet Shuqair, Saleh
Costa Pinto, Diego
Cruz-Jesus, Frederico
Mattila, Anna S.
da Fonseca Guerreiro, Patricia
Kam Fung So, Kevin
author_role author
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
dc.contributor.none.fl_str_mv Information Management Research Center (MagIC) - NOVA Information Management School
NOVA Information Management School (NOVA IMS)
RUN
dc.contributor.author.fl_str_mv Shuqair, Saleh
Costa Pinto, Diego
Cruz-Jesus, Frederico
Mattila, Anna S.
da Fonseca Guerreiro, Patricia
Kam Fung So, Kevin
dc.subject.por.fl_str_mv Cancelation behavior
Communal relationships
Exchange relationship
Perceived moral obligation
Marketing
SDG 8 - Decent Work and Economic Growth
topic Cancelation behavior
Communal relationships
Exchange relationship
Perceived moral obligation
Marketing
SDG 8 - Decent Work and Economic Growth
description Shuqair, S., Costa Pinto, D., Cruz-Jesus, F., Mattila, A. S., da Fonseca Guerreiro, P., & Kam Fung So, K. (2022). Can customer relationships backfire? : How relationship norms shape moral obligation in cancelation behavior. Journal of Business Research, 151(November), 463-472. https://doi.org/10.1016/j.jbusres.2022.07.008 ---Funding Information: The authors Diego and Frederico gratefully acknowledge financial support from FCT Fundação para a Ciência e a Tecnologia (Portugal), national funding through research grant Information Management Research Center – MagIC/NOVA IMS (UIDB/04152/2020).
publishDate 2022
dc.date.none.fl_str_mv 2022-11
2022-11-01T00:00:00Z
2023-03-07T22:28:40Z
dc.type.status.fl_str_mv info:eu-repo/semantics/publishedVersion
dc.type.driver.fl_str_mv info:eu-repo/semantics/article
format article
status_str publishedVersion
dc.identifier.uri.fl_str_mv http://hdl.handle.net/10362/150167
url http://hdl.handle.net/10362/150167
dc.language.iso.fl_str_mv eng
language eng
dc.relation.none.fl_str_mv 0148-2963
PURE: 55001773
https://doi.org/10.1016/j.jbusres.2022.07.008
dc.rights.driver.fl_str_mv info:eu-repo/semantics/openAccess
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv 10
application/pdf
dc.source.none.fl_str_mv reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
instacron:RCAAP
instname_str Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
instacron_str RCAAP
institution RCAAP
reponame_str Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
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