Can customer relationships backfire? How relationship norms shape moral obligation in cancelation behavior

Bibliographic Details
Main Author: Shuqair, Saleh
Publication Date: 2022
Other Authors: Costa Pinto, Diego, Cruz-jesus, Frederico, Mattila, Anna S., Guerreiro, Patricia da Fonseca, So, Kevin Kam Fung
Format: Article
Language: eng
Source: Repositórios Científicos de Acesso Aberto de Portugal (RCAAP)
Download full: http://hdl.handle.net/10362/142076
Summary: Shuqair, S., Costa Pinto, D., Cruz-jesus, F., Mattila, A. S., Guerreiro, P. D. F., & So, K. K. F. (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: 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., Guerreiro, P. D. F., & So, K. K. F. (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: 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.NOVA Information Management School (NOVA IMS)NOVA IMS Research and Development Center (MagIC)RUNShuqair, SalehCosta Pinto, DiegoCruz-jesus, FredericoMattila, Anna S.Guerreiro, Patricia da FonsecaSo, Kevin Kam Fung2022-11-012025-07-18T00:00:00Z2022-11-01T00:00:00Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/articlehttp://hdl.handle.net/10362/142076eng0148-2963PURE: 45440963https://doi.org/10.1016/j.jbusres.2022.07.008info:eu-repo/semantics/embargoedAccessreponame:Repositórios Científicos de Acesso Aberto de Portugal (RCAAP)instname:FCCN, serviços digitais da FCT – Fundação para a Ciência e a Tecnologiainstacron:RCAAP2024-05-22T18:03:33Zoai:run.unl.pt:10362/142076Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireinfo@rcaap.ptopendoar:https://opendoar.ac.uk/repository/71602025-05-28T17:34:19.197644Repositórios Científicos de Acesso Aberto de Portugal (RCAAP) - FCCN, serviços digitais da FCT – Fundação para a Ciência e a Tecnologiafalse
dc.title.none.fl_str_mv Can customer relationships backfire? How relationship norms shape moral obligation in cancelation behavior
title Can customer relationships backfire? How relationship norms shape moral obligation in cancelation behavior
spellingShingle Can customer relationships backfire? How relationship norms shape moral obligation in cancelation behavior
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? How relationship norms shape moral obligation in cancelation behavior
title_full Can customer relationships backfire? How relationship norms shape moral obligation in cancelation behavior
title_fullStr Can customer relationships backfire? How relationship norms shape moral obligation in cancelation behavior
title_full_unstemmed Can customer relationships backfire? How relationship norms shape moral obligation in cancelation behavior
title_sort Can customer relationships backfire? How relationship norms shape moral obligation in cancelation behavior
author Shuqair, Saleh
author_facet Shuqair, Saleh
Costa Pinto, Diego
Cruz-jesus, Frederico
Mattila, Anna S.
Guerreiro, Patricia da Fonseca
So, Kevin Kam Fung
author_role author
author2 Costa Pinto, Diego
Cruz-jesus, Frederico
Mattila, Anna S.
Guerreiro, Patricia da Fonseca
So, Kevin Kam Fung
author2_role author
author
author
author
author
dc.contributor.none.fl_str_mv NOVA Information Management School (NOVA IMS)
NOVA IMS Research and Development Center (MagIC)
RUN
dc.contributor.author.fl_str_mv Shuqair, Saleh
Costa Pinto, Diego
Cruz-jesus, Frederico
Mattila, Anna S.
Guerreiro, Patricia da Fonseca
So, Kevin Kam Fung
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., Guerreiro, P. D. F., & So, K. K. F. (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: 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 2022-11-01
2022-11-01T00:00:00Z
2025-07-18T00:00:00Z
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/10362/142076
url http://hdl.handle.net/10362/142076
dc.language.iso.fl_str_mv eng
language eng
dc.relation.none.fl_str_mv 0148-2963
PURE: 45440963
https://doi.org/10.1016/j.jbusres.2022.07.008
dc.rights.driver.fl_str_mv info:eu-repo/semantics/embargoedAccess
eu_rights_str_mv embargoedAccess
dc.source.none.fl_str_mv reponame:Repositórios Científicos de Acesso Aberto de Portugal (RCAAP)
instname:FCCN, serviços digitais da FCT – Fundação para a Ciência e a Tecnologia
instacron:RCAAP
instname_str FCCN, serviços digitais da FCT – Fundação para a Ciência e a Tecnologia
instacron_str RCAAP
institution RCAAP
reponame_str Repositórios Científicos de Acesso Aberto de Portugal (RCAAP)
collection Repositórios Científicos de Acesso Aberto de Portugal (RCAAP)
repository.name.fl_str_mv Repositórios Científicos de Acesso Aberto de Portugal (RCAAP) - FCCN, serviços digitais da FCT – Fundação para a Ciência e a Tecnologia
repository.mail.fl_str_mv info@rcaap.pt
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