Search results for "Perspective"
showing 10 items of 1523 documents
Supplier behavior and its impact on customer satisfaction: A new characterization of negotiation behavior
2019
Abstract Many questions of customer/supplier negotiation dynamics remain unanswered. One reason behind this is that most existing models do not entirely reflect the complex relationship between negotiation behavior and the attained outcome of the negotiation process, analyzing the former from a purely dichotomous perspective. This study examines supplier negotiation behavior and how it impacts the outcome (satisfaction) from the customer´s perspective, thereby proposing a new characterization of negotiation behavior. Our analysis is based on a case study of 21 customer/supplier negotiations carried out by four leading supermarket chains in Costa Rica. Evidence supports our proposal that in …
The Impact of Perceived Usefulness of Online Reviews, Trust and Perceived Risk on Online Purchase Intention in Emerging Markets: A Mexican Perspective
2020
The purpose of this study is to investigate online purchase intention in emerging markets focusing on the impact of perceived usefulness of online reviews, trust and perceived risk. The results wer...
Unraveling the link between managerial risk-taking and innovation: The mediating role of a risk-taking climate
2015
Scholars have proposed that taking risks in organizations is important for explaining innovation performance. Scholars traditionally have analyzed this link from two unconnected perspectives. From a managerial perspective, entrepreneurial orientation and leadership theories have been used to explain the positive relation between manager's risk-taking and innovation. On the other hand, research on creativity suggests that a risk-taking climate helps to explain the generation of novel ideas. However, there is little empirical research analyzing this link. This study examines the possibility of a connection between managerial risk-taking propensity, risk-taking climate and innovation performan…
Satisfaction with service recovery: moderating effect of age in word-of-mouth
2015
Purpose – The purpose of this paper is, first, to analyze the direct effects of the relationship chain “causal attributions and recovery efforts → satisfaction with service recovery → conventional and online word-of-mouth intentions” and, second, to study the moderating role of age in the relationship between satisfaction and subsequent word-of-mouth. Consumer assessment and behavior associated with service recovery is a topic of considerable interest for both academics and practitioners. Design/methodology/approach – From an empirical perspective, this paper uses a sample of 336 individuals who experienced service failure at a retail store to estimate a structural equation model. Addition…
When satisfied consumers do not return: Variety seeking’s effect on short- and long-term intentions
2012
Even satisfied consumers frequently do not come back, which challenges loyalty theory and marketing practice. It is reasoned that variety-seeking tendencies will significantly affect short-term revisit intentions, whereas satisfaction and regret will mostly determine long-term revisit intentions. Thus, the influence of satisfaction on loyalty is hypothesized to be critically dependent on the time perspective of the intentions, now or later, and variety seeking. A representative survey (N = 400) in eight Spanish cities supported these predictions. Multivariate moderated-mediation analyses revealed that indeed the influence of satisfaction, regret, and variety seeking critically depends on th…
Brand love in progress – the interdependence of brand love antecedents in consideration of relationship duration
2015
Purpose – This paper aims to investigate the dynamic nature of consumer–brand relationships and, in particular, the passionate dimension of brand love. It explores the relevance of the two dimensions of the identification construct (inner and social self) for the creation of passionate love for a brand. More precisely, it attends to the possible mediating character of identification between the perceived utilitarian or hedonic value and passionate brand love. These effects are analysed in consideration of the moderating effect of relationship duration taking a further-reaching perspective and contributing to the understanding of the transformation of the brand love construct within a long-…
Innovating across boundaries: A portfolio perspective on innovation partnerships of multinational corporations
2016
Abstract This paper examines how and under what conditions alliance portfolio diversity influences a firm's innovative performance, with special attention being given to potential performance differences between multinational corporations (MNCs) and domestic firms. Analyses of data from 1045 German firms, among which 598 MNCs, revealed an inverted U-shaped relationship between alliance portfolio diversity and MNCs’ innovative performance. Findings also indicate MNCs to be better positioned than their domestic counterparts with regards to translating alliance portfolio diversity into superior innovative performance. Importantly though, this only holds for MNCs equipped with strong internal R…
Why do retail consumers buy green apparel? A knowledge-attitude-behaviour-context perspective
2021
Consumers' increased knowledge and awareness of environmental issues have not translated into a pervasive rise in purchasing green apparel, resulting in a phenomenon known as the ‘attitude-behaviour gap’. The current study seeks to explicate this gap by examining the drivers of green apparel buying behaviour. Towards this end, the study examines the association of environmental knowledge, green trust, and environmental concern with environmental attitude and green apparel buying behaviour. It further investigates the association of labelling desire and labelling satisfaction with this type of buying behaviour as well. In addition, the study uses the theoretical lens of the knowledge-attitud…
A shift in perspective? The role of emotional branding in shaping born globals’ performance
2019
Abstract Branding strategies have been at the core of marketing and strategy literatures for decades. Global brands are known for their positive influence in increasing customer trust and confidence, thus reducing the risks associated with foreign operations from the firms’ standpoint. These positive effects of global brands have led to research exploring brand image while emphasizing its relevance in positioning, gaining competitive advantage, and facilitating firms’ international business. Born-global firms (BGs) can mostly benefit from harnessing brand image, mainly by reducing market-related uncertainties while establishing a brand-based reputation and thus enhance their international e…
Empathic Relationships in Professional Services and the Moderating Role of Relationship Age
2016
Empathy has been identified as a key success factor for employees who interact with customers. Despite its overall relevance, only a few studies have acknowledged its multidimensional nature. Knowledge remains scarce about the relative impact of cognitive and affective empathy on relational outcomes. In addition, few pieces of research have explicitly acknowledged empathy as theorized within stage-models focusing on the communication of empathy. The authors conceptualize empathy as a multidimensional construct perceived by the client. Empathy has to be communicated to be effective, while customers’ perceptions of empathy may also be more complex as they distinguish between cognitive and aff…