The Experts below are selected from a list of 18477 Experts worldwide ranked by ideXlab platform
Wen Hung Wang - One of the best experts on this subject based on the ideXlab platform.
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Does online Relationship marketing enhance customer retention and cross-buying?
Service Industries Journal, 2008Co-Authors: Chiung Ju Liang, Hui Ju Chen, Wen Hung WangAbstract:One characteristic of online consumer behavior is the low cost of searching for alternatives. Therefore, customer loyalty is more difficult to achieve in the online context than in the offline one. Although studies have discussed the effectiveness of Relationship marketing, nearly all studies examining such constructs have been in the context of 'offline' consumer behavior. With regard to the 'online' context, the integration of Internet technology with the customer loyalty concept is rarely discussed in the Relationship marketing literature. Furthermore, empirical research that integrates the actual purchase behavior of customer retention and cross-buying is relatively sparse. In response to this, the current study develops and empirically tests a model that examines the relations among Relationship-Bonding tactics, perceived Relationship investment, perceived Relationship quality, customer loyalty, customer retention, and cross-buying. Using survey data from 766 online customers of a securities corporation, the results demonstrate the effectiveness of Relationship marketing as it positively influences online customers' perception, then their loyalty, and ultimately, their actual purchase behavior.
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How managers in the financial services industry ensure financial performance
The Service Industries Journal, 2008Co-Authors: Chiung Ju Liang, Wen Hung WangAbstract:With the wide prevalence of the balanced scorecard, this study develops and empirically tests a model examining the relations between the customer perspective (Relationship Bonding tactics, perceived Relationship investment, customer satisfaction, trust, commitment and customer behavioural loyalty) and the financial perspective (financial performance). A cross-departmental study in the financial services industry was conducted based on three consumer samples (department of Loans, Deposits, and Credit Cards) drawn from XYZ bank, one of the most famous banks providing merchant banking services in Taiwan. The results show that the customer perspective does have positively significant effects on financial performance, as proposed by the BSC (Balanced Scorecard) and SPC (Service Profit Chain). In addition, the findings suggest that customers purchase financial services according to their perceived Relationship to investment retailers, with corresponding Bonding tactics, which results in different levels of customer satisfaction and behavioural sequences, and is important in reinforcing customers' trust, commitment, repurchase intentions and corporate financial performance.
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The behavioral sequence of information education services industry in Taiwan: Relationship Bonding tactics, Relationship quality and behavioral loyalty
Measuring Business Excellence, 2007Co-Authors: Chiung Ju Liang, Wen Hung WangAbstract:Purpose – The purpose of the paper is to summarize existing evidence about the behavioral sequence of Relationship marketing at the individual customer level, and to offer a conceptual model of the impact of particular behaviors that signal whether customers remain with or defect from the company.Design/methodology/approach – Based on the SEM tool of Lisrel (Linear Structure Relation), this study develops and empirically tests a model examining the relations among Relationship Bonding tactics, perceived Relationship investments, customer satisfaction, trust, commitment and customer behavioral loyalty, as Relationship duration was used as a controllable variable in a Relationship marketing system.Findings – Based on a sample collected from PC school, the largest information services institute in Taiwan, the results show that all three kinds of Relationship Bonding tactic do have significant influence on perceived Relationship investment except for financial ones. Besides, the results show that customer sat...
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The behavioural sequence of the financial services industry in Taiwan: Service quality, Relationship quality and behavioural loyalty
The Service Industries Journal, 2006Co-Authors: Chiung Ju Liang, Wen Hung WangAbstract:This study develops and empirically tests a model for examination of the relations among service quality scales, Relationship Bonding tactics, customer satisfaction, trust and commitment, and customer behavioural loyalty in a Relationship marketing system. This paper aims to test the Relationship between perceived service quality satisfaction and Relationship intentions, or, in other words, whether or not consumers will consider building long-term Relationships with service providers on the basis of a single instance of perceived service quality. Based on three groups of samples from XYZ bank, one of the most famous banks providing merchant banking services in Taiwan, the findings suggest that financial products with different product attributes need different kinds and levels of service and Relationship investment. The findings also suggest that there does exist a positive Relationship between service quality satisfaction and perceived Relationship investment.
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Integrative research into the financial services industry in Taiwan: Relationship Bonding tactics, Relationship quality and behavioural loyalty
Journal of Financial Services Marketing, 2005Co-Authors: Chiung Ju Liang, Wen Hung WangAbstract:This study develops and empirically tests a conceptual model examining the interdiscipline between Relationship Bonding tactics, customer satisfaction, trust/commitment and customer behavioural loyalty in a Relationship marketing system. Based on three groups of samples from XYZ bank, one of the well-established merchant banks in Taiwan, the study's findings suggest that financial products with different product attributes will benefit the most from individual types and levels of Relationship investment that can be applied directly to each product.
Michela Rimondini - One of the best experts on this subject based on the ideXlab platform.
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Humanization of Care: Key Elements Identified by Patients, Caregivers, and Healthcare Providers. A Systematic Review
The Patient - Patient-Centered Outcomes Research, 2019Co-Authors: Isolde M. Busch, Giulia Travaini, Francesca Moretti, Albert W. Wu, Michela RimondiniAbstract:BackgroundGiven the automatization of care and rationing of time and staff due to economic imperatives, often resulting in dehumanized care, the concept of ‘humanization of care’ has been increasingly discussed in the scientific literature. However, it is still an indistinct concept, lacking well-defined dimensions and to date no literature review has tried to capture it.ObjectivesThe objectives of this systematic review were to identify the key elements of humanization of care by investigating stakeholders’ (patients, patients’ caregivers, healthcare providers) perspectives and to assess barriers and strategies for its implementation.MethodsWe carried out a systematic search of five electronic databases up to December 2017 as well as examining additional sources (e.g., gray literature). Search terms included “humanization/humanisation of care” and “dehumanization/dehumanisation of care”. We conducted a thematic synthesis of the extracted study findings to identify descriptive themes and produce key elements.ResultsOf 1327 records retrieved, 14 full-text articles were included in the review. Three main areas (relational, organizational, structural) and 30 key elements (e.g., Relationship Bonding, holistic approach, adequate working conditions) emerged. Several barriers to implementation of humanization of care exist in all areas.ConclusionOur systematic review and synthesis contributes to a deeper understanding of the concept of humanization of care. The proposed key elements are expected to serve as preliminary guidance for healthcare institutions aiming to overcome challenges in various forms and achieve humanized and efficient care. Future studies need to fully examine specific practices of humanized care and test quantitatively their effectiveness by examining psychosocial and health outcomes.
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Humanization of Care: Key Elements Identified by Patients, Caregivers, and Healthcare Providers. A Systematic Review.
The Patient - Patient-Centered Outcomes Research, 2019Co-Authors: Isolde M. Busch, Giulia Travaini, Francesca Moretti, Michela RimondiniAbstract:Given the automatization of care and rationing of time and staff due to economic imperatives, often resulting in dehumanized care, the concept of ‘humanization of care’ has been increasingly discussed in the scientific literature. However, it is still an indistinct concept, lacking well-defined dimensions and to date no literature review has tried to capture it. The objectives of this systematic review were to identify the key elements of humanization of care by investigating stakeholders’ (patients, patients’ caregivers, healthcare providers) perspectives and to assess barriers and strategies for its implementation. We carried out a systematic search of five electronic databases up to December 2017 as well as examining additional sources (e.g., gray literature). Search terms included “humanization/humanisation of care” and “dehumanization/dehumanisation of care”. We conducted a thematic synthesis of the extracted study findings to identify descriptive themes and produce key elements. Of 1327 records retrieved, 14 full-text articles were included in the review. Three main areas (relational, organizational, structural) and 30 key elements (e.g., Relationship Bonding, holistic approach, adequate working conditions) emerged. Several barriers to implementation of humanization of care exist in all areas. Our systematic review and synthesis contributes to a deeper understanding of the concept of humanization of care. The proposed key elements are expected to serve as preliminary guidance for healthcare institutions aiming to overcome challenges in various forms and achieve humanized and efficient care. Future studies need to fully examine specific practices of humanized care and test quantitatively their effectiveness by examining psychosocial and health outcomes.
Chiung Ju Liang - One of the best experts on this subject based on the ideXlab platform.
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Does online Relationship marketing enhance customer retention and cross-buying?
Service Industries Journal, 2008Co-Authors: Chiung Ju Liang, Hui Ju Chen, Wen Hung WangAbstract:One characteristic of online consumer behavior is the low cost of searching for alternatives. Therefore, customer loyalty is more difficult to achieve in the online context than in the offline one. Although studies have discussed the effectiveness of Relationship marketing, nearly all studies examining such constructs have been in the context of 'offline' consumer behavior. With regard to the 'online' context, the integration of Internet technology with the customer loyalty concept is rarely discussed in the Relationship marketing literature. Furthermore, empirical research that integrates the actual purchase behavior of customer retention and cross-buying is relatively sparse. In response to this, the current study develops and empirically tests a model that examines the relations among Relationship-Bonding tactics, perceived Relationship investment, perceived Relationship quality, customer loyalty, customer retention, and cross-buying. Using survey data from 766 online customers of a securities corporation, the results demonstrate the effectiveness of Relationship marketing as it positively influences online customers' perception, then their loyalty, and ultimately, their actual purchase behavior.
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How managers in the financial services industry ensure financial performance
The Service Industries Journal, 2008Co-Authors: Chiung Ju Liang, Wen Hung WangAbstract:With the wide prevalence of the balanced scorecard, this study develops and empirically tests a model examining the relations between the customer perspective (Relationship Bonding tactics, perceived Relationship investment, customer satisfaction, trust, commitment and customer behavioural loyalty) and the financial perspective (financial performance). A cross-departmental study in the financial services industry was conducted based on three consumer samples (department of Loans, Deposits, and Credit Cards) drawn from XYZ bank, one of the most famous banks providing merchant banking services in Taiwan. The results show that the customer perspective does have positively significant effects on financial performance, as proposed by the BSC (Balanced Scorecard) and SPC (Service Profit Chain). In addition, the findings suggest that customers purchase financial services according to their perceived Relationship to investment retailers, with corresponding Bonding tactics, which results in different levels of customer satisfaction and behavioural sequences, and is important in reinforcing customers' trust, commitment, repurchase intentions and corporate financial performance.
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The behavioral sequence of information education services industry in Taiwan: Relationship Bonding tactics, Relationship quality and behavioral loyalty
Measuring Business Excellence, 2007Co-Authors: Chiung Ju Liang, Wen Hung WangAbstract:Purpose – The purpose of the paper is to summarize existing evidence about the behavioral sequence of Relationship marketing at the individual customer level, and to offer a conceptual model of the impact of particular behaviors that signal whether customers remain with or defect from the company.Design/methodology/approach – Based on the SEM tool of Lisrel (Linear Structure Relation), this study develops and empirically tests a model examining the relations among Relationship Bonding tactics, perceived Relationship investments, customer satisfaction, trust, commitment and customer behavioral loyalty, as Relationship duration was used as a controllable variable in a Relationship marketing system.Findings – Based on a sample collected from PC school, the largest information services institute in Taiwan, the results show that all three kinds of Relationship Bonding tactic do have significant influence on perceived Relationship investment except for financial ones. Besides, the results show that customer sat...
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The behavioural sequence of the financial services industry in Taiwan: Service quality, Relationship quality and behavioural loyalty
The Service Industries Journal, 2006Co-Authors: Chiung Ju Liang, Wen Hung WangAbstract:This study develops and empirically tests a model for examination of the relations among service quality scales, Relationship Bonding tactics, customer satisfaction, trust and commitment, and customer behavioural loyalty in a Relationship marketing system. This paper aims to test the Relationship between perceived service quality satisfaction and Relationship intentions, or, in other words, whether or not consumers will consider building long-term Relationships with service providers on the basis of a single instance of perceived service quality. Based on three groups of samples from XYZ bank, one of the most famous banks providing merchant banking services in Taiwan, the findings suggest that financial products with different product attributes need different kinds and levels of service and Relationship investment. The findings also suggest that there does exist a positive Relationship between service quality satisfaction and perceived Relationship investment.
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Integrative research into the financial services industry in Taiwan: Relationship Bonding tactics, Relationship quality and behavioural loyalty
Journal of Financial Services Marketing, 2005Co-Authors: Chiung Ju Liang, Wen Hung WangAbstract:This study develops and empirically tests a conceptual model examining the interdiscipline between Relationship Bonding tactics, customer satisfaction, trust/commitment and customer behavioural loyalty in a Relationship marketing system. Based on three groups of samples from XYZ bank, one of the well-established merchant banks in Taiwan, the study's findings suggest that financial products with different product attributes will benefit the most from individual types and levels of Relationship investment that can be applied directly to each product.
Isolde M. Busch - One of the best experts on this subject based on the ideXlab platform.
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Humanization of Care: Key Elements Identified by Patients, Caregivers, and Healthcare Providers. A Systematic Review
The Patient - Patient-Centered Outcomes Research, 2019Co-Authors: Isolde M. Busch, Giulia Travaini, Francesca Moretti, Albert W. Wu, Michela RimondiniAbstract:BackgroundGiven the automatization of care and rationing of time and staff due to economic imperatives, often resulting in dehumanized care, the concept of ‘humanization of care’ has been increasingly discussed in the scientific literature. However, it is still an indistinct concept, lacking well-defined dimensions and to date no literature review has tried to capture it.ObjectivesThe objectives of this systematic review were to identify the key elements of humanization of care by investigating stakeholders’ (patients, patients’ caregivers, healthcare providers) perspectives and to assess barriers and strategies for its implementation.MethodsWe carried out a systematic search of five electronic databases up to December 2017 as well as examining additional sources (e.g., gray literature). Search terms included “humanization/humanisation of care” and “dehumanization/dehumanisation of care”. We conducted a thematic synthesis of the extracted study findings to identify descriptive themes and produce key elements.ResultsOf 1327 records retrieved, 14 full-text articles were included in the review. Three main areas (relational, organizational, structural) and 30 key elements (e.g., Relationship Bonding, holistic approach, adequate working conditions) emerged. Several barriers to implementation of humanization of care exist in all areas.ConclusionOur systematic review and synthesis contributes to a deeper understanding of the concept of humanization of care. The proposed key elements are expected to serve as preliminary guidance for healthcare institutions aiming to overcome challenges in various forms and achieve humanized and efficient care. Future studies need to fully examine specific practices of humanized care and test quantitatively their effectiveness by examining psychosocial and health outcomes.
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Humanization of Care: Key Elements Identified by Patients, Caregivers, and Healthcare Providers. A Systematic Review.
The Patient - Patient-Centered Outcomes Research, 2019Co-Authors: Isolde M. Busch, Giulia Travaini, Francesca Moretti, Michela RimondiniAbstract:Given the automatization of care and rationing of time and staff due to economic imperatives, often resulting in dehumanized care, the concept of ‘humanization of care’ has been increasingly discussed in the scientific literature. However, it is still an indistinct concept, lacking well-defined dimensions and to date no literature review has tried to capture it. The objectives of this systematic review were to identify the key elements of humanization of care by investigating stakeholders’ (patients, patients’ caregivers, healthcare providers) perspectives and to assess barriers and strategies for its implementation. We carried out a systematic search of five electronic databases up to December 2017 as well as examining additional sources (e.g., gray literature). Search terms included “humanization/humanisation of care” and “dehumanization/dehumanisation of care”. We conducted a thematic synthesis of the extracted study findings to identify descriptive themes and produce key elements. Of 1327 records retrieved, 14 full-text articles were included in the review. Three main areas (relational, organizational, structural) and 30 key elements (e.g., Relationship Bonding, holistic approach, adequate working conditions) emerged. Several barriers to implementation of humanization of care exist in all areas. Our systematic review and synthesis contributes to a deeper understanding of the concept of humanization of care. The proposed key elements are expected to serve as preliminary guidance for healthcare institutions aiming to overcome challenges in various forms and achieve humanized and efficient care. Future studies need to fully examine specific practices of humanized care and test quantitatively their effectiveness by examining psychosocial and health outcomes.
Giulia Travaini - One of the best experts on this subject based on the ideXlab platform.
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Humanization of Care: Key Elements Identified by Patients, Caregivers, and Healthcare Providers. A Systematic Review
The Patient - Patient-Centered Outcomes Research, 2019Co-Authors: Isolde M. Busch, Giulia Travaini, Francesca Moretti, Albert W. Wu, Michela RimondiniAbstract:BackgroundGiven the automatization of care and rationing of time and staff due to economic imperatives, often resulting in dehumanized care, the concept of ‘humanization of care’ has been increasingly discussed in the scientific literature. However, it is still an indistinct concept, lacking well-defined dimensions and to date no literature review has tried to capture it.ObjectivesThe objectives of this systematic review were to identify the key elements of humanization of care by investigating stakeholders’ (patients, patients’ caregivers, healthcare providers) perspectives and to assess barriers and strategies for its implementation.MethodsWe carried out a systematic search of five electronic databases up to December 2017 as well as examining additional sources (e.g., gray literature). Search terms included “humanization/humanisation of care” and “dehumanization/dehumanisation of care”. We conducted a thematic synthesis of the extracted study findings to identify descriptive themes and produce key elements.ResultsOf 1327 records retrieved, 14 full-text articles were included in the review. Three main areas (relational, organizational, structural) and 30 key elements (e.g., Relationship Bonding, holistic approach, adequate working conditions) emerged. Several barriers to implementation of humanization of care exist in all areas.ConclusionOur systematic review and synthesis contributes to a deeper understanding of the concept of humanization of care. The proposed key elements are expected to serve as preliminary guidance for healthcare institutions aiming to overcome challenges in various forms and achieve humanized and efficient care. Future studies need to fully examine specific practices of humanized care and test quantitatively their effectiveness by examining psychosocial and health outcomes.
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Humanization of Care: Key Elements Identified by Patients, Caregivers, and Healthcare Providers. A Systematic Review.
The Patient - Patient-Centered Outcomes Research, 2019Co-Authors: Isolde M. Busch, Giulia Travaini, Francesca Moretti, Michela RimondiniAbstract:Given the automatization of care and rationing of time and staff due to economic imperatives, often resulting in dehumanized care, the concept of ‘humanization of care’ has been increasingly discussed in the scientific literature. However, it is still an indistinct concept, lacking well-defined dimensions and to date no literature review has tried to capture it. The objectives of this systematic review were to identify the key elements of humanization of care by investigating stakeholders’ (patients, patients’ caregivers, healthcare providers) perspectives and to assess barriers and strategies for its implementation. We carried out a systematic search of five electronic databases up to December 2017 as well as examining additional sources (e.g., gray literature). Search terms included “humanization/humanisation of care” and “dehumanization/dehumanisation of care”. We conducted a thematic synthesis of the extracted study findings to identify descriptive themes and produce key elements. Of 1327 records retrieved, 14 full-text articles were included in the review. Three main areas (relational, organizational, structural) and 30 key elements (e.g., Relationship Bonding, holistic approach, adequate working conditions) emerged. Several barriers to implementation of humanization of care exist in all areas. Our systematic review and synthesis contributes to a deeper understanding of the concept of humanization of care. The proposed key elements are expected to serve as preliminary guidance for healthcare institutions aiming to overcome challenges in various forms and achieve humanized and efficient care. Future studies need to fully examine specific practices of humanized care and test quantitatively their effectiveness by examining psychosocial and health outcomes.