Search results for "050203 business & management"
showing 10 items of 2222 documents
Die Kundenzufriedenheit als Bestimmungsfaktor der Kundenbindung
1999
This contribution stresses the relationship between customer satisfaction and customer loyalty. Several hypotheses on the relationship in question are stated based on different theoretical appoaches. An empirical study is presented that supports a piecewise linear relationship between satisfaction and loyalty. Finally, implications for marketing practice are discussed.
Stretching the value-satisfaction-loyalty chain by adding value dimensions and cognitive and affective satisfactions
2016
Purpose– Consensus on how value dimensions are drivers of overall perceived value is a widespread reality in consumer behaviour literature. But scanty research has been done on which of these value dimensions best predict customer loyalty. The purpose of this paper is to propose a causal model that examines how PERVAL dimensions of value affect customers’ loyalty, through both cognitive and affective satisfaction.Design/methodology/approach– The model is tested on a sample of 820 Spanish retail customers and the findings suggest that product quality and value for money (cognitive) impact customer loyalty through emotional and social value (affective), with significant direct and indirect ef…
Internal resources as tools to increase the global competition: the Italian wine industry case
2017
Purpose The purpose of this paper is twofold: first, it identifies distinct organizational models in a sample of small and medium enterprises operating in the Sicilian wine industry; and second, it identifies the key factors enabling a superior export success. Design/methodology/approach Internal resources were analyzed theoretically in order to achieve the aims of the study. Subsequently the empirical investigation was carried out administering a questionnaire to a sample of 102 wineries in Sicily, Italy. A cluster analysis was performed in order to group these firms into homogeneous categories. Findings The findings show that success in the international market is more common among winer…
Strategic agility explanations for managing franchising expansion during economic cycles
2017
Purpose This paper aims to demonstrate how franchising firms can manage system expansion by weathering the economic effects of a location (i.e. country-level economic cycles) by shifting their resources. Design/methodology/approach The authors use a comprehensive database of 151 US hybrid franchising organizations, including observations for the years between 2001 and 2008. Data analysis is conducted with count model panel data with a Poisson distribution. Findings The model reveals a curvilinear U-shaped relationship between location (i.e. economic cycles) and franchising expansion. Originality/value This study contributes to competitiveness literature by showing how franchising firms res…
Measuring integration in new countries of immigration
2018
Abstract The purpose of this study is to develop a framework to measure immigrant integration in emerging immigrant destinations. After several decades of intensive research, the definition and assessment of immigrants’ integration remains elusive. Increasingly more attempts have been made to foster scientific progress in the field in the las decades. Yet, immigrant integration in emerging destination countries remains particularly little studied despite several calls for more research on the topic. The developed integration framework (i.e. the Integration Score) is composed of 6 dimensions and 24 indicators of integration (4 indicators for every dimension). To empirically test the validity…
Antecedent variables of innovation behaviors in organizations: Differences between men and women
2016
Abstract Introduction Relevance of innovation behaviors for organizational success led to study its main individual, job-related and organizational antecedents. Moreover, research on differences in innovation between men and women showed inconclusive results. Ambidexterity (Bledow, Frese, Anderson, Erez, & Farr, 2009) and Zhou and Hoever (2014) call for combining contextual and personal characteristics in innovation research suggest that pathways and variables leading to innovation between men and women could be different. Objective(s) This study aims to analyze if men and women differ in the main antecedents for innovative behaviors. Thus, a moderating effect of gender on the relationship …
Excellent products or servitisation? Analysing retailers’ preference before and after a loyalty programme
2016
This paper compares two manufacturer strategies focused on their retailers: (i) product strategy and (ii) service process strategy (before, during, and after selling). Additionally, the role of time in the manufacturer–retailer relationship is measured, testing the relevance of both strategies: before and after a loyalty programme. To this end, a sample of 51 international retailers who work with a furniture manufacturer throughout the time were contacted in two different periods of time: in 2009, before implementing a loyalty programme, and in 2012, after implementing a loyalty programme. Results probe the importance of the service strategy compared to product strategy to explain retailers…
Understanding risky behaviours in nuclear facilities: The impact of role stressors
2018
Abstract Risky behaviours have received little attention in the safety literature in recent years, compared to safety behaviours such as safety compliance or safety participation. However, it is important to focus on risky behaviours and their predictors in order to prevent accidents. The aim of this study is to explore the impact of role stressors (role ambiguity and role overload) on risky behaviours, and the mediating role of dissatisfaction (both job and safety dissatisfaction). The sample consists of 566 employees from two nuclear power plants in Spain. Structural equation modelling is used to determine the effects of role ambiguity and role overload on risky behaviours. Role stressors…
Analyzing heterogeneity on the value, satisfaction, word-of-mouth relationship in retailing
2017
Purpose The literature recognizes the need to study differences in consumer behavior in highly competitive and dynamic markets. In this paper, the authors look at how the heterogeneous evaluation of retailing influences customer satisfaction and loyalty. The purpose of this paper is to analyze unobserved heterogeneity on customer value dimensions perceptions in retail establishments, and their potential effects on positive forms of behavioral outcomes considering customer satisfaction as a mediating variable. Design/methodology/approach On a sample of 820 retail customers, the authors apply a finite mixture structural equation modeling that analyzes unobserved heterogeneity simultaneously.…
Understanding technology diffusion in emerging markets
2019
PurposeThe purpose of this paper is to use the consumer-based discrepancy theory to examine consumers’ behavioral motivations for using mobile devices and the factors that influence the rapid diffusion of Chinese mobile devices in Nigeria.Design/methodology/approachData were collected using focus group interviews with samples cutting across users, technicians and experts from Port Harcourt, Nigeria’s industrial capital. This study conducted a thematic analysis of the data with NVivo Pro 11 for deductive coding.FindingsThe authors found that weak regulatory environment opened the Nigerian mobile market to the influx of mobile devices from Chinese local manufacturers. Though largely absent in…