The influence of perceived creativity and positive emotions on relationship quality: The mediating role of interaction

Authors

  • Burhanudin Burhanudin Universitas Hayam Wuruk Perbanas
  • Shinta Nufus Aulia Universitas Hayam Wuruk Perbanas

DOI:

https://doi.org/10.12928/fokus.v13i2.8723

Abstract

Online grocery shopping offers a convenient shopping experience, but service providers must be creative in meeting customers' needs and delivering a positive shopping experience. This research examines the influence of perceived creativity and positive emotions on interaction and, subsequently, relationship quality. The study also analyses the mediation role of interaction in the relationship between perceived creativity and connection quality and the relationship between positive emotions and relationship quality. A survey was conducted with 288 respondents to investigate the relationships among the variables. The data collected were analyzed using structural equation modelling. The results show that perceived creativity and positive emotions directly influence relationship quality. Furthermore, perceived imagination and positive emotions indirectly affect relationship quality through interaction. These findings suggest that online grocery shopping platform providers can leverage consumers' creative perceptions and positive emotions to create exchanges that can be used to build a quality relationship between service providers and consumers.

References

Abdelfattah, F., Al Halbusi, H., & Al-Brwani, R. M. (2022). Influence of Self-Perceived Creativity and Social Media Use in Predicting E-entrepreneurial Intention. International Journal of Innovation Studies, 6(3), 119–127. https://doi.org/10.1016/j.ijis.2022.04.003

Amanah, D., & Harahap, D. A. (2019). Loyalitas Konsumen: Implikasi dari Diferensiasi Produk dan Nilai Emosional. Jurnal Ilmiah Manajemen Dan Bisnis, 20(1), 15–26. https://doi.org/10.30596/jimb.v20i1.2991

Antwi, S. (2021). “I Just Like This E-Retailer”: Understanding Online Consumers Repurchase Intention From Relationship Quality Perspective. Journal of Retailing and Consumer Services, 61. https://doi.org/10.1016/j.jretconser.2021.102568

Asti, W. P., Handayani, P. W., & Azzahro, F. (2021). Influence of Trust, Perceived Value, and Attitude on Customers’ Repurchase Intention for E-Grocery. Journal of Food Products Marketing, 27(3), 157–171. https://doi.org/10.1080/10454446.2021.1922325

Bayuardie, D., & Nisa, P. C. (2023). Hubungan antara Emotional Intelligence, Kualitas Layanan, Kepuasan Pelanggan, dan Loyalitas Pelanggan pada Karyawan Kedai Makanan dan Minuman. Journal of Advances in Digital Business and Entrepreneurship, 2(02), 1-17.

Busalim, A. H., Ghabban, F., & Hussin, A. R. C. (2021). Customer Engagement Behaviour on Social Commerce Platforms: An Empirical Study. Technology in Society, 64. https://doi.org/10.1016/j.techsoc.2020.101437

Casaló, L. V., Flavián, C., & Ibáñez-Sánchez, S. (2021). Be Creative, My Friend! Engaging Users on Instagram by Promoting Positive Emotions. Journal of Business Research, 130, 416–425. https://doi.org/10.1016/j.jbusres.2020.02.014

Cook, K. S., & Rice, E. (2006). Handbook of Social Psychology: Social Exchange Theory. University of Wisconsin Madison. https://doi.org/10.1007/0-387-36921-x

De Kerviler, G., & Rodriguez, C. M. (2019). Luxury Brand Experiences and Relationship Quality for Millennials: The Role of Self-Expansion. Journal of Business Research, 102. https://doi.org/10.1016/j.jbusres.2019.01.046

Dorai, S., Balasubramanian, N., & Sivakumaran, B. (2021). Enhancing Relationships in E-tail: Role of Relationship Quality and Duration. Journal of Retailing and Consumer Services, 58. https://doi.org/10.1016/j.jretconser.2020.102293

Du, J., An, Y., Ding, X., Zhang, Q., & Xu, W. (2019). State Mindfulness and Positive Emotions in Daily Life: An Upward Spiral Process. Personality and Individual Differences, 141(122), 57–61. https://doi.org/10.1016/j.paid.2018.11.037

Fadhila, S., Lie, D., Wijaya, A., & Halim, F. (2020). Pengaruh Sikap Konsumen dan Persepsi Konsumen Terhadap Keputusan Pembelian pada Mini Market Mawar Balimbingan. SULTANIST: Jurnal Manajemen dan Keuangan, 8(1), 53–60. https://doi.org/10.37403/sultanist.v8i1.177

Farah, H. (2021). Pergerseran Perilaku, Dorong Pertumbuhan Layanan E-Groceries Indonesia. Katadata. https://katadata.co.id/ekarina/infografik/617a6a52e2fb1/pergerseran-perilaku-dorong-pertumbuhan-layanan-e-groceries-indonesia

Fornell, C., & Larcker, D. (1981). Mengevaluasi Model Persamaan Struktural dengan Variabel yang Tidak Dapat Diamati dan Kesalahan Pengukuran. Jurnal Riset Pemasaran, 18, 39–50.

Ghozali, I. (2008). Structural Equation Modeling: Metode Alternatif Dengan Partial Least Square (PLS). Badan Penerbit Universitas Diponegoro.

Goetz, T., Bieleke, M., Gogol, K., van Tartwijk, J., Mainhard, T., Lipnevich, A. A., & Pekrun, R. (2021). Getting Along and Feeling Good: Reciprocal Associations between Student-Teacher Relationship Quality and Students’ Emotions. Learning and Instruction, 71. https://doi.org/10.1016/j.learninstruc.2020.101349

Hair, J. F., Risher, J. J., Sarstedt, M., & Ringle, C. M. (2019). When to Use and How to Report The Results of PLS-SEM. European Business Review, 31(1), 2–24. https://doi.org/10.1108/EBR-11-2018-0203

Huang, Y. C., Backman, S. J., Backman, K. F., & Moore, D. W. (2013). Exploring User Acceptance of 3D Virtual Worlds in Travel and Tourism Marketing. Tourism Management, 36, 490–501. https://doi.org/10.1016/j.tourman.2012.09.009

Hudson, S., Huang, L., Roth, M. S., & Madden, T. J. (2016). The Influence of Social Media Interactions on Consumer-Brand Relationships: A Three-Country Study of Brand Perceptions and Marketing Behaviors. International Journal of Research in Marketing, 33(1), 27–41. https://doi.org/10.1016/j.ijresmar.2015.06.004

Jahng, J., Jain, H., & Ramamurthy, K. (2007). Effects of Interaction Richness on Consumer Attitudes and Behavioral Intentions in E-Commerce: Some Experimental Results. European Journal of Information Systems, 16(3), 254–269. https://doi.org/10.1057/palgrave.ejis.3000665

Keiningham, T. L., Rust, R. T., Lariviere, B., Aksoy, L., & Williams, L. (2018). A Roadmap for Driving Customer Word-of-Mouth. Journal of Service Management, 29(1), 2–38. https://doi.org/10.1108/JOSM-03-2017-0077

Kurniasari, F., & Ryadi, W. T. (2021). Determinants of Indonesian E-Grocery Shopping Behavior After Covid-19 Pandemic Using the Technology Acceptance Model Approach. United International Journal for Research & Technology, 3(01), 12-18.

Lee, J., Lee, Y., & Lee, Y. J. (2012). Do Customization Programs of E-Commerce Companies Lead to Better Relationships with Consumers? Electronic Commerce Research and Applications, 11(3), 262–274. https://doi.org/10.1016/j.elerap.2011.10.004

Li, G. (2020). The Impact of Supply Chain Relationship Quality on Knowledge Sharing and Innovation Performance: Evidence from Chinese Manufacturing Industry. Journal of Business and Industrial Marketing, 36(5), 834–848. https://doi.org/10.1108/JBIM-02-2020-0109

Lin, H., Chi, O. H., & Gursoy, D. (2020). Antecedents of Customers’ Acceptance of Artificially Intelligent Robotic Device Use in Hospitality Services. Journal of Hospitality Marketing and Management, 29(5), 530–549. https://doi.org/10.1080/19368623.2020.1685053

Maisaroh, S., & Wibisono, T. (2022). Pengaruh Media Sosial, Kepercayaan, dan Persepsi Manfaat terhadap Keputusan Pembelian Online. Jurnal Fokus Manajemen Bisnis, 12(1), 16–29. https://doi.org/10.12928/fokus.v12i1.5708

Mighfar, S. (2015). Social Exchange Theory: Telaah Konsep George C. Homans Tentang Teori Pertukaran Sosial. LISAN AL-HAL: Jurnal Pengembangan Pemikiran dan Kebudayaan, 9(2), 259-282. https://doi.org/10.35316/lisanalhal.v9i2.98

Miller, P. G., Johnston, J., Dunn, M., Fry, C. L., & Degenhardt, L. (2010). Comparing Probability and Non-Probability Sampling Methods in Ecstasy Research: Implications for The Internet as A Research Tool. Substance Use and Misuse, 45(3), 437–450. https://doi.org/10.3109/10826080903452470

Mulyadi, M. (2013). Penelitian Kuantitatif dan Kualitatif serta Pemikiran Dasar Menggabungkannya. Jurnal Studi Komunikasi Dan Media, 15(1), 128. https://doi.org/10.31445/jskm.2011.150106

Nadeem, W., Juntunen, M., Shirazi, F., & Hajli, N. (2020). Consumers' Value Co-Creation in Sharing Economy: The Role of Social Support, Ethical Perceptions and Relationship Quality. Technological Forecasting and Social Change, 151,. https://doi.org/10.1016/j.techfore.2019.119786

Pappas, I. O., Kourouthanassis, P. E., Giannakos, M. N., & Chrissikopoulos, V. (2017). Sense and Sensibility in Personalized E-Commerce: How Emotions Rebalance the Purchase Intentions of Persuaded Customers. Psychology and Marketing, 34(10), 972–986. https://doi.org/10.1002/mar.21036

Pasi, L. N. K., & Sudaryanto, B. (2021). Analisis Pengaruh Online Customer Reviews dan Kualitas Pelayanan terhadap Keputusan Pembelian dengan Kepercayaan sebagai Variabel Intervening (Studi pada Konsumen Shopee di Kota Semarang). Diponegoro Journal of Management, 10(4). https://ejournal3.undip.ac.id/index.php/djom/article/view/32369

Preston, C. C., & Colman, A. M. (2000). Optimal Number of Response Categories in Rating Scales: Reliability, Validity, Discriminating Power, and Respondent Preferences. Acta Psychologica, 104(1), 1–15. https://doi.org/10.1016/S0001-6918(99)00050-5

Rajabi, M., & Gharcheh, M. (2022). The Effect of Perceived Creativity of Sports Store Instagram Posts on the Interactive Intention of Followers With the Mediating Role of Affective Commitment. Research in Sport Management and Marketing, 3(3), 35-46.

Rukmayanti, R., & Fitriana, F. (2022). Pengaruh Kualitas Produk, Harga, dan Promosi terhadap Keputusan Pembelian. Jurnal Fokus Manajemen Bisnis, 12(2), 206–217. https://doi.org/10.12928/fokus.v12i2.6671

Ryadi, W. T., Kurniasari, F., & Sudiyono, K. A. (2021). Factors Influencing Consumer’s Intention Towards E-Grocery Shopping: An Extended Technology Acceptance Model Approach. Economics, Management and Sustainability, 6(2), 146–159. https://doi.org/10.14254/jems.2021.6-2.11

Santouridis, I., & Veraki, A. (2017). Customer Relationship Management and Customer Satisfaction: The Mediating Role of Relationship Quality. Total Quality Management and Business Excellence, 28(9–10), 1122–1133. https://doi.org/10.1080/14783363.2017.1303889

Sheikh, Z., Yezheng, L., Islam, T., Hameed, Z., & Khan, I. U. (2019). Impact of Social Commerce Constructs and Social Support on Social Commerce Intentions. Information Technology and People, 32(1), 68–93. https://doi.org/10.1108/ITP-04-2018-0195

Singh, S., & Srivastava, S. (2019). Engaging Consumers in Multichannel Online Retail Environment: A Moderation Study of Platform Type on Interaction of E-Commerce and M-Commerce. Journal of Modelling in Management, 14(1), 49–76. https://doi.org/10.1108/JM2-09-2017-0098

Snijders, I., Rikers, R. M. J. P., Wijnia, L., & Loyens, S. M. M. (2018). Relationship Quality Time: The Validation of A Relationship Quality Scale In Higher Education. Higher Education Research and Development, 37(2), 404–417. https://doi.org/10.1080/07294360.2017.1355892

Srivastava, M., & Kaul, D. (2014). Social Interaction, Convenience and Customer Satisfaction: The Mediating Effect of Customer Experience. Journal of Retailing and Consumer Services, 21(6), 1028–1037. https://doi.org/10.1016/j.jretconser.2014.04.007

Tajvidi, M., Wang, Y., Hajli, N., & Love, P. E. D. (2021). Brand Value Co-Creation in Social Commerce: The Role of Interactivity, Social Support, and Relationship Quality. Computers in Human Behavior, 115. https://doi.org/10.1016/j.chb.2017.11.006

Thornberg, R., Forsberg, C., Hammar Chiriac, E., & Bjereld, Y. (2022). Teacher–Student Relationship Quality and Student Engagement: A Sequential Explanatory Mixed-Methods Study. Research Papers in Education, 37(6), 840–859. https://doi.org/10.1080/02671522.2020.1864772

Ulrich, M., Jahnke, H., Langrock, R., Pesch, R., & Senge, R. (2021). Distributional Regression for Demand Forecasting in E-Grocery. European Journal of Operational Research, 294(3), 831–842. https://doi.org/10.1016/j.ejor.2019.11.029

Weng, D., & Zhao, J. (2020). Positive Emotions Help Rank Negative Reviews In E-Commerce. arXiv preprint arXiv:2005.09837. https://doi.org/10.48550/arXiv.2005.09837

Wibowo, A., Chen, S. C., Wiangin, U., Ma, Y., & Ruangkanjanases, A. (2021). Customer Behavior as an Outcome of Social Media Marketing: The Role of Social Media Marketing Activity and Customer Experience. Sustainability (Switzerland), 13(1), 1–18. https://doi.org/10.3390/su13010189

Yin, J. (2019). Study on The Progress of Neural Mechanism of Positive Emotions. Translational Neuroscience, 10(1), 93–98. https://doi.org/10.1515/tnsci-2019-0016

Yoon, J. K., Pohlmeyer, A. E., Desmet, P. M. A., & Kim, C. (2021). Designing for Positive Emotions: Issues and Emerging Research Directions. Design Journal, 24(2), 167–187. https://doi.org/10.1080/14606925.2020.1845434

Zannuba, S. H., & Prawitasari, D. (2022). Pengaruh Gaya Hidup dan Kualitas Pelayanan melalui Kepuasan Konsumen terhadap Minat Beli Ulang. Jurnal Fokus Manajemen Bisnis, 12(2), 176–193. https://doi.org/10.12928/fokus.v12i2.6640

Downloads

Published

2023-09-21

How to Cite

Burhanudin, B., & Aulia , S. N. . (2023). The influence of perceived creativity and positive emotions on relationship quality: The mediating role of interaction. Jurnal Fokus Manajemen Bisnis, 13(2), 179–196. https://doi.org/10.12928/fokus.v13i2.8723

Issue

Vol. 13 No. 2 (2023)

Section

Articles

License

Copyright (c) 2023 Burhanudin Burhanudin, Shinta Nufus Aulia

Creative Commons License

This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

Authors who publish with this journal agree to the following terms: 

  1. Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License that allows others to share the work with an acknowledgment of the work's authorship and initial publication in this journal.
  2. Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgment of its initial publication in this journal.
  3. Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (See The Effect of Open Access).