• Marsudi Marsudi



Mutuality collegiate relation, customer service competence, customer retention program, firm performance.


This study develops a new theoretical approach to solve differences between customer service competence and firm performance. This new concept is called mutuality collegiate relation. Mutuality collegiate relation is established from relational interaction, belief, intimacy, and equality of power. It is then related and tested its relationship with firm performance. Variables in this research include transactional service competence, after sales service competence, and customer retention program. Empirical data is collected by distributing questionnaires to 105 active shariah micro financial institutions in East Java, Indonesia. The sampling method is a purposive sampling technique. The study shows that seven of ninehypotheses are accepted while the remaining two hypotheses are rejected. By using the structural equation modeling procedure, these results conclude that mutuality collegiate relation has significantly and positively affected firm performance.


Awuah, G. B. (2007). A professional services firm's competence development. Industrial Marketing Management, 36(8), 1068–1081. [CrossRef]

Baumard, N., André, J. B., & Sperber, D. (2013). A mutuality approach to morality: The evolution of fairness by partner choice. Behavioral and Brain Sciences, 36, 59–122. [CrossRef]

Bloemer, J., Pluymaekers, M., & Odekerken. A. (2012). Trust and affective commitment as energizing forces for export performance. International Business Review, 22, 363–380. [CrossRef]

Chansirisira & Pacharawit (2012). Articles study of core competency elements and factors affecting performance efficiency of government teachers in Northeastern Thailand. International Education Studies, 5(6), 161–167. [CrossRef]

Chi, C. G & Gursoy, D. (2009). Employee satisfaction, customer satisfaction, and financial performance: An empirical examination. International Journal of Hospitality Management, 28, 245–253. [CrossRef]

Christopher, J. (2012). Tension between the corporate and collegial cultures of Australian public universities: The current status. Critical Perspectives on Accounting, 23, 556–571. [CrossRef]

Chuang, C. H. & Liao, H. (2010). Strategic human resource management in service context: Taking care of business by taking care of employees and customer. Personnel Psychology, 63, 153–196. [CrossRef]

Coulter, K. S. & Coulter, R. A. (2003). The effects of industry knowledge on the development of trust in service relationships. International Journal of Research in Marketing, 20(1), 31–43. [CrossRef]

Depaire, B., Wets, G., & Vanhoof, K. (2012). A decision support tool for evaluating customer intentions. Expert Systems with Applications, 39, 903–910. [CrossRef]

Dhaliwal, J., Onita, C. G., Poston, R., & Zhang, X. P. (2011). Alignment within the software development unit: Assessing structural and relational dimensions between developers and testers. Journal of Strategic Information Systems, 20, 323–342. [CrossRef]

Ferdinand, A. (2002). Structural equation modelling dalam penelitian manajemen. Semarang: Badan Penerbit Universitas Diponegoro. [CrossRef]

Fernandes, B. H., Mills, J. F., & Fleury, M. T. L. (2005). Resources that drive performance: An empirical investigation. International Journal of Productivity and Performance Management, 54, 340–354. [CrossRef]

Gerpott, T. J., Rams, W., & Schindler, A. (2001). Customer retention, loyalty, and satisfaction in the German mobile cellular telecommunications market. Telecommunications Policy, 25, 249–269. [CrossRef]

Gong, T., Yi, Y., & Nataraajan, R. (2011). Customer participation and citizenship behavioral influences on employee performance, satisfaction, commitment, and turnover intention. Journal of Business Research, 64, 87–95. [CrossRef]

Goo, J. & Huang, C. D. (2008). Facilitating relational governance through service level agreements in IT outsourcing: An application of the commitment trust theory. Decision Support Systems Journal, 46, 216–232. [CrossRef]

Gronroos, C. (2011). A service perspective on business relationships: The value creation, interaction and marketing interface. Industrial Marketing Management Journal, 40, 240–247. [CrossRef]

Gupta, S. & Kim, H. W. (2008). Linking structural equation modeling to Bayesian networks: Decision support for customer retention in virtual communities. European Journal of Operational Research, 190, 818–833. [CrossRef]

Gursoy, D. & Swanger, N. (2007). Performance enhancing internal strategic factors and competencies: Impacts on financial success. Hospitality Management, 26, 213–227. [CrossRef]

Haas, A., Snehota, I., & Corsaro, D. (2012). Creating value in business relationships: The role of sales. Industrial Marketing Management, 41, 94–105. [CrossRef]

Hana, H., Kim, W., & Hyun, S. S. (2011). Switching intention model development: Role of service performances, customer satisfaction, and switching barriers in the hotel industry. International Journal of Hospitality Management, 30, 619–629. [CrossRef]

Huang, C. S. (2011). Some insights into customer rientation: An investigation of salespeople in Taiwan. The International Journal of Human Resource Management, 22(12), 2647–2663. [CrossRef]

Johnsen, R. E. & Lee, C. J. (2012). Asymmetric customer–supplier relationship development in Taiwanese electronicsfirms. Industrial Marketing Management, 41, 692–705. [CrossRef]

Klein, G., Liu, J. Y., Houn, H., Chen, G., & Jiang, J. J. (2010). Task completion competency and project management performance: The influence of control and user contribution. International Journal of Project Management, 28, 220–227. [CrossRef]

Kohtamaki, M., Partanen, J., & Möller, K. (2013). Making a profit with R&D services—The critical role of relational capital. Industrial Marketing Management, 42, 71–81. [CrossRef]

Liang, C. J., Lin, Y. L., & Huang, H. F. (2012). Effect of core competence on organizational performance in an airport shopping center. Journal of Air Transport Management, 11(5), 11–24. [CrossRef]

Lin, Y., Su, H. Y., & Chien, S. (2006). A knowledge enabled procedure for customer relationship management. Industrial Marketing Management, 35, 446 – 456. [CrossRef]

Liou, J. J. H. & Tzeng, G. H. (2007). A non additive model for evaluating airline service quality. Journal of Air Transport Management, 13, 131–138. [CrossRef]

Ndubisi, N. O., Nasution, H. N., Mavondo, F. T., & Matanda, M. J. (2011). Entrepreneurship: Its relationship with market orientation and learning orientation and as antecedents to innovation and customer value. Industrial Marketing Management Journal, 40, 336–345. [CrossRef]

Pan, Y., Sheng, S., & Frank T. X. (2012). Antecedents of customer loyalty: An empirical synthesis and reexamination. Journal of Retailing and Consumer Services, 19, 150–158. [CrossRef]

Paulraj, A., Lado, A. A., & Chen, I. J. (2008). Interorganizational communication as a relational competency: Antecedents and performance outcomes in collaborative buyer–supplier relationships Journal of Operations Management, 26, 45–64. [CrossRef]

Polo, Y., Sese, F. J., & Verhoef, P. C. (2011). The effect of pricing and advertising on customer retention in a liberalizing market. Journal of Interactive Marketing, 25, 201–214. [CrossRef]

Sperdin, A. B., Grissemann, U., & Plank, A. (2012). Enhancing business performance of hotels: The role of innovation and customer orientation. International Journal of Hospitality Management, 10. [CrossRef]

Steven, A. B., Dong, Y., & Dresner, M. (2012). Linkages between customer service, customer satisfaction and performance in the airline industry: Investigation of non-linearities and moderating effects. Transportation Research Part E, 48, 743–754. [CrossRef]

ten Brummelhuis, L. L., Haar, J. M., & van der Lippe, T. (2010). Collegiality under pressure: The effects of family demands and flexible work arrangements in the Netherlands. The International Journal of Human Resource Management, 21(15), 2831–2847. [CrossRef]

Tzempelikos, N. & Gounaris, S. (2011). Key account management orientation and company performance: does relationship quality matter?. American Marketing Association/Winter, 269–277. [CrossRef]

Vesel, P. & Zabkar, V. (2009). Managing customer loyalty through the mediating role of satisfaction in the DIY retail loyalty program. Journal of Retailing and Consumer Services, 16, 396–406. [CrossRef]

Vickery, S. K., Jayaram, J., Droge, C., & Calantone, R. (2003). The effects of an integrative supply chain strategy on customer service and financial performance: An analysis of direct versus indirect relationships. Journal of Operations Management, 21, 523–539. [CrossRef]

Wang, Y., Lo, H. P., & Yang, Y. (2004). The constituents of core competencies and firm performance: Evidence from high-technology firms in china. Journal English Technology Management, 21, 249–280. [CrossRef]

Yague, M. J., Berne, C., & Mugica, J. M. (2001). The effect of variety-seeking on customer retention in services. Journal of Retailing and Consumer Services, 8, 335–345. [CrossRef]

Yee, R. W. Y., Yeung, A. C. L., & Cheng, T. C. E. (2010). An empirical study of employee loyalty, service quality and firm performance in the service industry. International Journal Production Economics, 24, 109–120. [CrossRef]

Zalatar, W. F. (2012). Quantifying customers gender effects on service quality perceptions of Philippine commercial banks. Procedia Social and Behavioral Sciences, 57, 268–274. [CrossRef]