Search results for "H.P.M."
showing 10 items of 738 documents
The impact of IT applications on customer satisfaction: some new perspectives in the supplier-retailer relationships
2010
The widely-reported advantages of information technologies (IT) in business processes have driven companies to devote important financial resources to IT solutions. However, academics suggest that investment in IT should be carefully assessed and restricted to what is strictly necessary. In this line, this paper aims at analysing the relationship between the customer perception about the IT intensity of use by its main provider and customer satisfaction with the provider's IT solutions as well as the existence of differences across activity sectors. For a sample of retailers of four different industries – i.e., grocery, apparel, electronics and furniture – results support the existence of s…
Relational cohesion between users and smart voice assistants
2021
Purpose This study aims to examine users’ affective relationships with smart voice assistants (SVAs) and aims to analyze how these relationships explain user engagement behaviors toward the brands of SVAs. Drawing on relational cohesion theory, it proposes that cohesion between users and SVAs influences brand engagement behaviors, that is, continuing purchasing other products of the brand, providing knowledge to the brand and referring the brand. Design/methodology/approach Data from a survey of 717 US regular SVA users confirm the validity of the measurement scales and provide the input for the covariance-based structural equation modeling. Findings The results demonstrate that frequent u…
Relational benefits and loyalty in retailing: an inter‐sector comparison
2009
PurposeThe purpose of this paper is to empirically a model that reflects the different types of relational benefits perceived by customers, as well as the benefits obtained by the organization in terms of customer loyalty.Design/methodology/approachIn order to achieve the aim of this paper, a quantitative analysis through a personal survey to consumers for four types of retailing activities is performed. Data are analyzed through factor analysis and a structural equation model is estimated.FindingsConfidence benefits and special treatment benefits have major influence on customer loyalty towards the retailer. These results are consistent across retail activities.Research limitations/implica…
Intelligent purchasing : How artificial intelligence can redefine the purchasing function
2021
Abstract Artificial intelligence (AI) can affect all of a company’s functions, not least the purchasing department. In addition to automating and optimizing existing processes, AI opens up new opportunities for purchasers to undertake new, strategic, collaborative, enduring missions. AI enables complex, strategic decision-making in an unpredictable, hostile environment. This article analyzes to what extent AI can improve the performance of the purchasing department. First, a review is undertaken of how AI is used in purchasing. Thereafter, the research follows an exploratory, inductive, and qualitative approach based on a multiple case study of the following technologies: (1) the Synertrade…
The role of the brand in driving online loyalty for multichannel retailers
2015
Multichannel retailers offer shoppers the possibility to cross channels to complete their shopping process. Multichannel retailers, unlike pure online sellers, offer shoppers multiple contact points to experience the brand. Also, multichannel retailers can leverage the trust and attachment to their brands that has been built with their offline presence to drive customers to buy online. Our paper explores the role of the customer relationship with the brand, with variables such as brand trust, brand attachment and length of brand relationship, as drivers of loyal behaviours towards the online channel. We compare the impact of these variables with those of the technology acceptance model. Mul…
Effectuation and foreign market entry of entrepreneurial firms
2015
Purpose – The purpose of this study is to examine the decision-making process for entrepreneurial firms when entering foreign markets and how and why they entered those markets. Design/methodology/approach – A nascent theory in entrepreneurship called effectuation is combined with internationalization process theory as the conceptual framework to study decision-making under uncertainty. The central concept in both these theories is relationships and how they can be used to gain knowledge and thus reduce uncertainty and in the case of effectuation to co-create opportunities to enter foreign markets. The research design involves a multiple case study of software firms from Finland and New Ze…
The determinants of social CRM entrepreneurship : An institutional perspective
2021
Abstract Despite a growing interest in social media adoption by corporations, there is minimal knowledge about the drivers of social customer relationship management (SCRM). This study examines the determinants of SCRM entrepreneurship from an institutional perspective and specifically from the banking sector. Data on 19 banks were obtained from 183 responses to a questionnaire. These data were analyzed using Partial Least Square (PLS) path modeling. The findings show that organizational and technological contexts have a significant positive impact on SCRM entrepreneurship. The results also reveal a significant impact of institutional normative and coercive pressures on SCRM entrepreneurshi…
Entrepreneurial competencies and motivations to enhance marketing innovation in Europe
2017
Global Entrepreneurship Monitor (GEM) country profile variables were analyzed using qualitative comparative analysis (QCA). This analysis identified which combinations of entrepreneurs’ competencies and motivations boost marketing innovation. Marketing innovation contributes to defining and reinforcing competitive advantages, goal setting, and business performance. The findings of this study can help policymakers design strategies to foster regional marketing innovation and economic growth.
Entrepreneurial ecosystems for developing the sports industry in European Union countries
2021
Abstract In recent years, the entrepreneurial ecosystem approach has gained particular interest worldwide for understanding the context of entrepreneurship at the macro level. However, although the sports sector is gaining importance in the European Union and can improve people's health, generate employment, and contribute to countries' GDP, no research from this perspective has been found. Thus, this paper aims to analyze the influence of different indicators related to innovation on European Union countries' shared sport-related GDP (last data available from 2012 were used). The results showed that 12 solutions could explain 76% of the cases of high levels of shared sport-related GDP. The…
Differential Effects of Bilateral Norms on SMEs’ Export Relationships: A Dynamic Perspective
2017
Prior research has established the pivotal role of bilateral norms in relationship marketing, identifying them as effective relational governance mechanisms that firms can use to manage their international alliances with overseas intermediaries. Unfortunately, few studies have examined differential effects of specific norms on positive and negative behaviors, let alone norms’ effectiveness in the harsh export context of resource-constrained small and medium-sized enterprises (SMEs). To address these gaps, the authors explicate the effects of three norms (continuity expectations, equity, and cooperation) on both dysfunctional and productive behaviors of foreign distributors. Using two conse…