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1 – 10 of 134Abhijeet Biswas, Rishi Kant and Deepak Jaiswal
A significant increase in the number of private sector banks has intensified the level of competition in the Indian banking industry (IBI). This increase in the number of banks…
Abstract
Purpose
A significant increase in the number of private sector banks has intensified the level of competition in the Indian banking industry (IBI). This increase in the number of banks has a considerable impact on the existing players, which calls for prioritizing customer satisfaction (CS) and enhancing bank reputation (BR). Our study seeks to investigate the enablers of CS and BR in the IBI.
Design/methodology/approach
The study adopted a cross-sectional design for gathering responses from retail bank customers across the selected banks through a structured questionnaire. Structural equation modeling (SEM) was utilized to evaluate direct and indirect linkages among the identified constructs by examining mediating and moderating effects.
Findings
The study puts forward crucial antecedents of CS and BR. The findings exhibit that perceived trust (PT) and relationship commitment (RC) magnify CS and BR, respectively, while CS amplifies repurchase intention (RI). The study advances that BR and CS partially mediate between the underlying constructs. In addition, fairness and risk exhibit moderating effects between CS and customer repurchase intention (CRI) and BR and CRI.
Research limitations/implications
The study illustrates the crucial enablers of BR, CS and CRI that may assist banking professionals in enriching customer experience and holding on to their customers.
Originality/value
There is a shortage of research on RC, service innovation (SI) and BR in the IBI. Accordingly, our study builds on the prior studies by considering these constructs using a comprehensive conceptual framework by extending the application of signaling theory (ST) in the banking domain and scrutinizing the dual moderating effects of fairness and risk.
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Chiara Ancillai, Sara Bartoloni and Federica Pascucci
The purpose of this study is to provide an in-depth understanding of the B2B customers’ perspective regarding salespeople’s social media use.
Abstract
Purpose
The purpose of this study is to provide an in-depth understanding of the B2B customers’ perspective regarding salespeople’s social media use.
Design/methodology/approach
The study adopts a qualitative approach based on semi-structured interviews with 26 key informants performing their job in customer role in various industries.
Findings
The authors inductively identify five themes regarding the B2B customers’ perspective of social media use in B2B selling. These themes allow for valuable implications for social selling activities and expected outcomes.
Originality/value
Against a growing body of literature on drivers, best practices and outcomes of social media use by B2B salespeople, less attention has been paid to the customer’s side. The authors extend current research by providing a more complete picture of social selling activities and expected outcomes.
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Filiz Gümüş Dönmez, Mert Gürlek and Osman M. Karatepe
This paper aims to explore work interfering with family (WIF) and family interfering with work (FIW) as the mediators linking psychological resilience to happiness.
Abstract
Purpose
This paper aims to explore work interfering with family (WIF) and family interfering with work (FIW) as the mediators linking psychological resilience to happiness.
Design/methodology/approach
Data gathered from tour guides in Türkiye were used to test the aforesaid associations. In this paper, partial least squares structural equation modeling was performed to gauge the direct links and mediating impacts of WIF and FIW simultaneously in the link between psychological resilience and happiness.
Findings
Psychological resilience exerts a dual influence on WIF and FIW. Simply put, psychologically resilient tour guides balance their work demands with those of the family or vice versa and exhibit low levels of WIF and FIW. As hypothesized, WIF and FIW are the two mediating mechanisms relating psychological resilience to happiness.
Practical implications
It is important to create a family-supportive atmosphere where tour guides can avail themselves of family-friendly practices (i.e. family leave, flexible work schedules, breaks to be spent with family members after long tours and convenient working hours). Psychologically resilient tour guides, with the abovementioned practices, would experience alleviated conflicts between work and family roles and would therefore have heightened happiness.
Originality/value
Although the extant literature has presented plenty of empirical studies about the predictors and outcomes of WIF and FIW, evidence about the links of personal resources as third variables to WIF and FIW simultaneously is still scanty. In addition, there is no evidence linking personal resources such as psychological resilience to nonwork outcomes such as happiness through the mediating roles of WIF and FIW. This paper fills in these voids by gauging the links given above using data collected from tour guides, a population that has been subjected to limited inquiry in the WIF and FIW literature.
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Andrés Salas-Vallina, Alma Rodríguez Sánchez and Manoli Pozo-Hidalgo
This study explores the phenomenon of compassionate leadership, a promising concept in management literature. Despite significant contributions towards the understanding of its…
Abstract
Purpose
This study explores the phenomenon of compassionate leadership, a promising concept in management literature. Despite significant contributions towards the understanding of its antecedents and consequences, the specific role of compassion concerning the leader behavior under extreme pressure remains unexplored.
Design/methodology/approach
Drawing empirically on the case of three banks under three different logics, the authors trace how heads of banking branches, namely, middle managers, deal with the paradoxical phenomenon of integrating their human nature with the coetaneous need to achieve aggressive objectives. The authors analyzed interviews using the interpretive research method (Hatch and Yanow, 2003).
Findings
The authors identified that the logic of savings banks and credit cooperatives, together with specific human elements, created a healthier environment to develop compassionate behaviors compared to commercial banks. The authors found coherence when linking the institutional message of putting the spotlight on a personalized treatment of customers, and the middle manager compassionate actions towards customers and subordinates.
Research limitations/implications
Suggestions for future theorizing and research are advanced, along with constructive practical implications to rehumanize the dark side of banking for both employees and customers.
Originality/value
The findings provided in this paper are original because they provide further evidence of linking business logics with compassionate leadership of middle managers and its impact on employees and customers.
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Rachel Borges Cyrino De Sá, Mathias Schneid Tessmann and Alex Cerqueira Pinto
This paper seeks to investigate whether women exhibit greater risk-aversion behavior than men in investments by estimating the influence of gender on portfolio volatility.
Abstract
Purpose
This paper seeks to investigate whether women exhibit greater risk-aversion behavior than men in investments by estimating the influence of gender on portfolio volatility.
Design/methodology/approach
Data on the volatility observed in the portfolio in the last six months, last twelve months and since the individual became a client at one of the largest financial institutions in Brazil – and in Latin America – that operates in the capital markets are used. In addition to the gender explanatory variable, socioeconomic variables such as age, marital status, suitability, residence in capitals and declared assets are controlled, and multiple linear regression models are controlled.
Findings
The results show that gender is statistically significant in all models estimated to explain the volatility of investment portfolios, saying that women are more risk averse than men.
Originality/value
These findings are useful for the scientific literature that investigates behavioral finance by bringing empirical evidence for Brazil.
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Parmod Chand, Philomena Leung, Nonna Martinov-Bennie and Peter Carey
This paper aims to conduct an experiment that investigates the effect of the ambiguity present in international financial reporting standards (IFRS) on the judgments of auditors…
Abstract
Purpose
This paper aims to conduct an experiment that investigates the effect of the ambiguity present in international financial reporting standards (IFRS) on the judgments of auditors. This paper also examine the effects of the personality trait of ambiguity tolerance on judgments of auditors.
Design/methodology/approach
This paper conduct an experiment in which experienced Australian-based auditors are placed in hypothetical revenue recognition and lease classification decision contexts. The participants are members of the Australian accounting profession who are familiar with applying IFRS.
Findings
This paper find support for the perception that when the relevant IFRS are more ambiguous, auditors make less aggressive reporting judgments compared to when the IFRS are less ambiguous. The results also unveil a novel finding that auditors who are more tolerant of ambiguity are likely to choose the accounting treatment that best reflects the economic substance of a transaction when interpreting IFRS compared to those who are less tolerant of ambiguity.
Practical implications
These results would be of interest to policymakers and accounting researchers as they continue to contemplate a shift to more principles-based IFRS.
Originality/value
To the best of the authors’ knowledge, this study is the first to examine the influence of an individual’s ambiguity tolerance on financial reporting quality in jurisdictions that have adopted IFRS.
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Hyunseok Song, Wooyoung (William) Jang, Sophia Min, Su Jara-Pazmino and Kevin K. Byon
The purpose of this study was to examine the mediating effect of three coping strategies (i.e. active, expressive, and denial coping) in the relationships between service failures…
Abstract
Purpose
The purpose of this study was to examine the mediating effect of three coping strategies (i.e. active, expressive, and denial coping) in the relationships between service failures (i.e. high- and low-contact service failures) and negative behavioral intentions (i.e. switching intention).
Design/methodology/approach
The critical incident technique (CIT) was used to identify the conceptually categorized service failure types in the fitness industry, and then confirmatory factor analysis (CFA) and structural equation modeling (SEM) were performed to examine the mediating effect of coping strategies among high-contact service failure and switching intention (study 1) and the mediating effect of coping strategies among low-contact service failure and switching intention (study 2).
Findings
While the mediating effect of coping strategies was significant in the relationship between high-contact service failures (study 1) and negative behaviors (i.e. switching intention and complaints), it was not significant in the relationship between low-contact service failures (study 2) and switching intention. Out of the three coping strategies, the impact of active coping was significant.
Originality/value
This study extends the understanding of the mediating effect of coping strategies in the relation between high- and low-contact service failures and switching intention.
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This research addressed online customer-to-customer (C2C) incivility during digital service recovery.
Abstract
Purpose
This research addressed online customer-to-customer (C2C) incivility during digital service recovery.
Design/methodology/approach
To examine the effectiveness of managerial responses to online C2C incivility post a restaurant service failure, a 2 (Managerial response: general vs specific) x 2 (Failure severity: high vs low) quasi-experimental design was employed. A pretest was conducted with 123 restaurant consumers via Amazon Mechanical Turk, followed by a main study with 174 restaurant consumers. Taking a mixed-method approach, this research first asked open-ended questions to explore how participants perceived the restaurant’s motivation for providing a generic versus a specific response. Hayes’ (2013) PROCESS procedure was then performed for hypotheses testing.
Findings
The results revealed significant interaction effects of managerial responses and failure severity on perceived online service climate and revisit intention, mediated by trust with managerial responses.
Originality/value
This research yielded unique insight into C2C incivility management literature and industry practices in the context of digital customer service recovery.
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Andry Alamsyah, Fadiah Nadhila and Nabila Kalvina Izumi
Technology serves as a key catalyst in shaping society and the economy, significantly altering customer dynamics. Through a deep understanding of these evolving behaviors, a…
Abstract
Purpose
Technology serves as a key catalyst in shaping society and the economy, significantly altering customer dynamics. Through a deep understanding of these evolving behaviors, a service can be tailored to address each customer's unique needs and personality. We introduce a strategy to integrate customer complaints with their personality traits, enabling responses that resonate with the customer’s unique personality.
Design/methodology/approach
We propose a strategy to incorporate customer complaints with their personality traits, enabling responses that reflect the customer’s unique personality. Our approach is twofold: firstly, we employ the customer complaints ontology (CCOntology) framework enforced with multi-class classification based on a machine learning algorithm, to classify complaints. Secondly, we leverage the personality measurement platform (PMP), powered by the big five personality model to predict customer’s personalities. We develop the framework for the Indonesian language by extracting tweets containing customer complaints directed towards Indonesia's three biggest e-commerce services.
Findings
By mapping customer complaints and their personality type, we can identify specific personality traits associated with customer dissatisfaction. Thus, personalizing how we offer the solution based on specific characteristics.
Originality/value
The research enriches the state-of-the-art personalizing service research based on captured customer behavior. Thus, our research fills the research gap in considering customer personalities. We provide comprehensive insights by aligning customer feedback with corresponding personality traits extracted from social media data. The result is a highly customized response mechanism attuned to individual customer preferences and requirements.
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Junyun Liao, Jiawen Chen, Yanghong Hu, Raffaele Filieri, Xiaoliang Feng and Wei Wang
Users frequently target rival brands through direct criticism or indirect customer insults, yet the impact of such attacks on brand advocacy remains unexplored. The purpose of…
Abstract
Purpose
Users frequently target rival brands through direct criticism or indirect customer insults, yet the impact of such attacks on brand advocacy remains unexplored. The purpose of this study is to classify online attacks into brand-targeted attacks and consumer-targeted attacks and further investigate their differential impacts on brand advocacy and the underlying mechanism and a boundary condition of those impacts.
Design/methodology/approach
Three experimental studies using different types of brands (electronics, universities and sports footwear) are conducted to examine the effects of brand-related attack targets on brand advocacy.
Findings
This research shows that consumer-targeted attacks trigger higher brand advocacy through increasing perceived identity threat than brand-targeted attacks. Moreover, the effect of consumer-targeted attacks (versus brand-targeted attacks) on brand advocacy is mediated by perceived identity threat and mitigated when consumers’ identification with the attacked brand is strong.
Practical implications
The study’s findings yield practical applications for marketers and brand managers, assisting them in understanding consumers’ reactions to brand attacks. This study serves as a reference for firms to consider leveraging the association between brand identification and brand-related attack targets and uniting with loyal brand fans to manage online brand conflicts.
Originality/value
The present study extends prior literature on customer-brand relationships in the context of online attacks. Through investigating the impacts of brand-targeted and consumer-targeted attacks on brand advocacy, this research offers theoretical insights into consumers’ responses to online attacks with different targets.
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