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Article
Publication date: 16 December 2019

Testing complexity theory in service research

Catherine Prentice

This study aims to draw on the complexity theory and uses a non-an asymmetrical method – fuzzy-set qualitative comparative analysis (fsQCA) to test the core tenets of…

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Abstract

Purpose

This study aims to draw on the complexity theory and uses a non-an asymmetrical method – fuzzy-set qualitative comparative analysis (fsQCA) to test the core tenets of complexity theory, namely, asymmetry, equifinality and causal complexity and valence reversals or conjunction with a focus on testing the relationships between service quality, customer satisfaction and loyalty. Case outcome forecasting accuracy rather than relationships are tested in asymmetric testing.

Design/methodology/approach

Both symmetrical (structural equation modelling or SEM) and non-symmetrical (fsQCA) methods were used to test the proposed relationships (symmetrical testing) and case outcome forecasting accuracy (asymmetric testing). The former was used as a comparison. The study setting was in Australian airports. The data were collected from departure passengers.

Findings

The results from SEM and fsQCA differ substantially. The former provides very simplistic findings of variable directional relationships; whereas the latter presents asymmetrical, equifinal and conjunctional relationships regarding service quality, customer satisfaction and behavioural intentions. These findings support the core tenets of the complexity theory.

Research limitations/implications

The study findings conform to the complexity theory that indicates relationships between variables can be nonlinear and the same causes can produce different effects. The findings suggest the outcomes of interest often result from combined antecedent conditions rather than a single causal factor. The study confirms that asymmetrical thinking relies on Boolean algebra and set theory principles.

Originality/value

This study uses both symmetrical and asymmetrical methods to reveal the nuanced information about the relationship that has been tested primarily using symmetrical methods.

Details

Journal of Services Marketing, vol. 34 no. 2
Type: Research Article
DOI: https://doi.org/10.1108/JSM-09-2019-0353
ISSN: 0887-6045

Keywords

  • Services marketing
  • Customer service
  • Service quality
  • Behavioural intentions
  • Airline industry
  • Service delivery
  • Complexity theory
  • FsQCA

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Article
Publication date: 10 June 2019

Attitude and subjective norm as personal moral obligation mediated predictors of intention to build eco-friendly house

Surendra Kumar Sia and Alphonsa Jose

The purpose of this paper is to combine the theory of planned behavior variables with norm activation model to predict the behavioral intention to build eco-friendly…

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Abstract

Purpose

The purpose of this paper is to combine the theory of planned behavior variables with norm activation model to predict the behavioral intention to build eco-friendly houses among adult house owners of Kerala. It was hypothesized that the moral obligation will mediate the relationship of both attitude and subjective norm toward the intention to build eco-friendly houses.

Design/methodology/approach

Data were collected from 269 adult house owners from Kerala with the help of structured questionnaires. Attitude toward eco-friendly houses was measured using semantic differential scale, subjective norm was measured using items adapted from Ajzen and Jansson and Dorrepaal, personal norm was measured using 7 items adapted from Jansson and Dorrepaal and behavioral intention to build eco-friendly house was measured using 14-item measures which probed the various characteristics of eco-friendly buildings. Data were analyzed using mediation analysis with the help of PROCESS macro plug-in of IBM SPSS.

Findings

The study revealed that the relationship between subjective norm and behavioral intention to construct eco-friendly houses was fully mediated by personal norm, and the relationship between attitude and behavioral intention was partially mediated by personal norm.

Research limitations/implications

Eco-friendly houses or sustainable architecture is the requirement of the time. Psychology can play a major role in increasing the choice to opt an eco-friendly alternative. The present study tries to develop a green marketing strategy by understanding the influential psychological variables. The study points to the importance of personal moral obligation of the people in the choice of the eco-friendly houses. The study is limited in itself because it failed to consider any situational factors that may be influential in the intention to build an eco-friendly house.

Originality/value

Considering the immediacy and potency of global climate change and the role green architecture can play to reduce the impact of the blow, eco-friendly architecture is inevitable. Many psychological studies have been instrumental in shaping and changing individual behaviors. Considering these facts the present study aims to identify the role of psychological variables in determining the intention to build eco-friendly houses. This study will help in identifying the relevant personal variables that can promote eco-friendly construction.

Details

Management of Environmental Quality: An International Journal, vol. 30 no. 4
Type: Research Article
DOI: https://doi.org/10.1108/MEQ-02-2019-0038
ISSN: 1477-7835

Keywords

  • Subjective norm
  • Behavioural intention

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Article
Publication date: 17 May 2019

The effects of advertising appeals on consumers’ behavioural intention towards global brands: The mediating role of attitude and the moderating role of uncertainty avoidance

Syed Hassan Raza, Hassan Abu Bakar and Bahtiar Mohamad

This study aims to examine the effects of the advertising appeals (AP) on consumers’ behavioural intention, specifically to use global brands. In addition, the study…

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Abstract

Purpose

This study aims to examine the effects of the advertising appeals (AP) on consumers’ behavioural intention, specifically to use global brands. In addition, the study investigates how attitude operates as a process variable that mediates the relationship between AP and behavioural intention (BI). This paper also explores the congruity of individuals’ norms in advertising appeal–intention relationship. Centred on the theory of planned behaviour, this study proposes a model that encompasses norm congruence, in which the degree of individuals’ uncertainty avoidance (UA) moderates the relationship between advertising appeal (AP) and behavioural intention (BI), and attitude towards advertising appeal (AT) serve as key causal mechanism that mediates advertising appeal–behaviour relationship.

Design/methodology/approach

The proposed model was tested using a 2 × 2 experimental design with a sample size of 372.

Findings

Results showed that the relationship between AP and BI based on global brands is significantly mediated by attitude towards AP and moderated by uncertainty avoidance. These findings have yielded partial validation of the proposed model and have provided empirical support for the roles of uncertainty avoidance and attitude towards AP.

Practical implications

The authors propose that marketers should reduce the level of consumers’ uncertainty. Uncertainty avoidance effects can be achieved through the dissemination of norm-congruent advertisement appeals and by placing more weight on social compatibility attributes which may gratify consumers’ interest, sebsequently enhance the intention of Muslim consumers to use global brands.

Originality/value

A moderator is a variable that affects the strength of the relation between the predictor and criterion variable. This paper also explores the congruity of individuals’ norms in advertising appeal–intention relationship. Previous studies did not capture any effects of culturally congruent advertising appeals by considering the level of uncertainty avoidance influence on individuals’ intention to use global brands in a Muslim country context. In response to the recent calls for research to re-examine the antecedents of the theory of planned behaviour, this study re-evaluates the roles of attitude towards AP and the interaction of cultural norms.

Details

Journal of Islamic Marketing, vol. 11 no. 2
Type: Research Article
DOI: https://doi.org/10.1108/JIMA-11-2017-0134
ISSN: 1759-0833

Keywords

  • Advertisements and promotions to Muslims
  • Behavioural intention to use global brands
  • Attitude
  • Theory of planned behaviour
  • Uncertainty avoidance
  • Pakistan

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Article
Publication date: 27 July 2012

Reasons to expatriate and work outcomes of self‐initiated expatriates

Jan Selmer and Jakob Lauring

Through a large‐scale quantitative study, this paper aims to test and extend the qualitative findings of Richardson and McKenna and of Osland on reasons to expatriate and…

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Abstract

Purpose

Through a large‐scale quantitative study, this paper aims to test and extend the qualitative findings of Richardson and McKenna and of Osland on reasons to expatriate and relate them to work outcomes.

Design/methodology/approach

Examining how reasons to expatriate may affect work outcomes, quantitative data was collected from self‐initiated expatriate academics from 60 countries employed in 35 universities in five northern European countries.

Findings

Results mostly indicated support for the proposed hypotheses. The most striking finding was the apparently uniformly destructive influence of behaviour associated with escape from one's previous life as a reason to expatriate on all of the studied work outcomes.

Research limitations/implications

The self‐developed scales measuring reasons for self‐initiated expatriates to expatriate may have been inadequate to capture all relevant aspects of their behavioural intentions and the data from the retrospective type of questioning regarding the original reasons to expatriate may have been biased by memory effects.

Practical implications

Any organization recruiting self‐initiated expatriates may want to inquire about the reasons for them to expatriate. Although there may be a plethora of other requirements on job applicants, the findings of this study may be used as contributing to additional hiring criteria.

Originality/value

Most of the fast growing literature on business expatriates has focused on organizational expatriates who have been assigned by their parent companies to the foreign location. However, there is much less research on self‐initiated expatriates, who themselves have decided to expatriate to work abroad.

Details

Personnel Review, vol. 41 no. 5
Type: Research Article
DOI: https://doi.org/10.1108/00483481211249166
ISSN: 0048-3486

Keywords

  • Academics
  • Self‐initiated expatriates
  • Reasons to expatriate
  • Work outcomes
  • Academic staff
  • Expatriates
  • Workplace
  • Employment

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Article
Publication date: 29 June 2020

Information confusion and intention to stop using social networking site: a moderated mediation study of psychological distress and perceived novelty

Van Thac Dang

People are living in a very rich and diversified information world. However, they are facing an explosion of information on social networking site (SNS) bombarding them…

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Abstract

Purpose

People are living in a very rich and diversified information world. However, they are facing an explosion of information on social networking site (SNS) bombarding them every day. People get confused when they expose to similar, overloaded, ambiguous and misleading information. Unfortunately, the effect of information confusion on users' psychological outcome and behavioral intention has been absent in prior literature. Thus, this study investigates the relationship between information confusion and users' intention to stop using SNS with a moderated mediation effect of psychological distress and perceived novelty.

Design/methodology/approach

This study uses questionnaire survey to collect a sample data of 380 Facebook users in Vietnam. Structural equation modeling is used to test hypotheses in this study.

Findings

Empirical results show that information confusion has a positive influence on stop using intention. Furthermore, psychological distress is found to have a mediating effect in the link between information confusion and stop using intention. In addition, perceived novelty moderates the relationship between psychological distress and stop using intention. Perceived novelty also moderates the indirect effect of information confusion on stop using intention through psychological distress.

Originality/value

The influence of information confusion on users' psychological outcomes and behavioral intention has not been determined in prior literature. This study is one of the first studies that provide empirical evidence to clarify the relationship between information confusion and users' intention to stop using SNS. Furthermore, this study helps to clarify the mediating and moderating mechanism of psychological distress and perceived novelty in this relationship. By investigating the issue of information confusion and its impact on users in SNS environment, this study provides implications for researchers and practitioners regarding management and development of SNS.

Details

Information Technology & People, vol. 33 no. 5
Type: Research Article
DOI: https://doi.org/10.1108/ITP-03-2020-0117
ISSN: 0959-3845

Keywords

  • Information confusion
  • Psychological distress
  • SNS using intention
  • Perceived novelty

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Article
Publication date: 7 November 2016

Enhancing knowledge sharing intention through the satisfactory context of continual service of knowledge management systems

Tse-Ping Dong, Chia-Liang Hung and Nai-Chang Cheng

The purpose of this paper is to show how continual enhancement of knowledge management systems (KMSs) enhances knowledge sharing intention.

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Abstract

Purpose

The purpose of this paper is to show how continual enhancement of knowledge management systems (KMSs) enhances knowledge sharing intention.

Design/methodology/approach

This study integrates information system (IS) success with social cognitive theory (SCT) to explain knowledge sharing intention. Based on a survey of 276 KMS users in Taiwan’s information technology industry, the structural equation model has been applied to examine the influence process from a user satisfactory context to personal cognitive beliefs, and thus knowledge sharing intention.

Findings

The results indicate that the user satisfactory context stimulated by continual KMS enhancement increases knowledge sharing intention through the mediation of personal cognition of self-efficacy and outcome expectancy.

Practical implications

The results have empirical implications for learning how to motivate developers’ patience and passion for follow-up improvements to meet user expectations empathically, which has been emphasized for service provision.

Originality/value

The originality of this research is its explanation of system adoption behavior, which combines the core of IS success with SCT, links user satisfaction to intention to use, and concerns behavior within a specific context.

Details

Information Technology & People, vol. 29 no. 4
Type: Research Article
DOI: https://doi.org/10.1108/ITP-09-2014-0195
ISSN: 0959-3845

Keywords

  • Personality
  • Knowledge management systems
  • Virtual community
  • IT services
  • User satisfaction
  • Service quality (SERVQUAL)
  • Cognitive theories
  • LISREL

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Article
Publication date: 9 June 2020

Investigating the perceived quality of a special event and its influence on perceived value and behavioural intentions in a special event in Thailand

Supawat Meeprom and Tongrawee Silanoi

The aim of this study is to examine the impact of perceived special event quality on perceived value and behavioural intentions. Specifically, it was proposed that…

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Abstract

Purpose

The aim of this study is to examine the impact of perceived special event quality on perceived value and behavioural intentions. Specifically, it was proposed that attendees' perceived special event quality has direct and indirect effects on behavioural intentions through the mediating role of social value, economic value and emotional value.

Design/methodology/approach

A self-administered, onsite survey was deployed to gather the data to formulate the hypothesised relationships in this study. Data collection also included event-intercepted panel surveys, conducted with actual consumers who attended the Agricultural and Cultural Fair. The surveys were distributed and conducted during the afternoon and early evenings at the event area and exit point of the event. In total, 250 questionnaires were distributed to domestic visitors and 176 respondents completed the survey.

Findings

The study found the perceived quality of the special event directly impacted social value, economic value, emotional value and behavioural intentions. The results also indicated that social value and emotional value had significant effects on behavioural intentions. Further, this study found that both social value and emotional value components mediated the relationship between perceived quality of the special event and behavioural intentions. These results confirmed the existence of a perceived-quality-value-behavioural intentions chain.

Research limitations/implications

There are some key limitations including the sample size in this study was relatively small and all the respondents were domestic attendees, providing findings specific to one culture only. In term of implications, the results offer event organisers holistic insights into elements to be adopted as the foundation for special event consumption. It helps event organisers to build upon customer choice behaviour, which can be employed to effectively cultivate more attendees for the special events.

Originality/value

This is the first study that examined the extent to which attendees' perceived quality of a special event influenced their perceived values in Agricultural and Cultural Fair which is a special event held each year in the major city of Khon Kaen in the northeast region in Thailand.

Details

International Journal of Event and Festival Management, vol. 11 no. 3
Type: Research Article
DOI: https://doi.org/10.1108/IJEFM-09-2019-0043
ISSN: 1758-2954

Keywords

  • Special event
  • Perceived quality
  • Perceived value
  • Behavioural intentions

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Article
Publication date: 21 August 2009

Customer and non‐customer perspectives for examining corporate reputation

Hamed M. Shamma and Salah S. Hassan

Several studies on corporate reputation have proposed a customer‐based approach for assessing corporate reputation. Other studies proposed examining corporate reputation…

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Abstract

Purpose

Several studies on corporate reputation have proposed a customer‐based approach for assessing corporate reputation. Other studies proposed examining corporate reputation from the perspective of other primary stakeholder groups such as employees, investors or suppliers. Hence this paper aims to examine corporate reputation by considering both the customer's and the non‐customer's views.

Design/methodology/approach

This study was applied to the US wireless telecommunications industry. A random sample of 1,088 respondents composed of 518 customers and 570 representing the non‐customers, was generated for this study. The sample was randomly distributed by age, gender, income, education and geographic location.

Findings

The findings of this study revealed that the formation of perceptions about corporate reputation differ between customers and non‐customers. The dimension of emotional appeal is specific to the customer group and the dimension of vision and leadership is specific to the non‐customer group. Finally, social and environmental responsibility was not a significant element in forming the perceptions about corporate reputation for both customers and non‐customers.

Research limitations/implications

The study does not incorporate the effect of variables such as change in price or service quality nor take the impact of mergers and acquisitions into consideration.

Practical implications

This study helped to identify the primary and secondary elements for managing a company's reputation.

Originality/value

This study contributes to the literature on corporate reputation by determining how customers and non‐customers form their perceptions. The model provides a comprehensive assessment on how perceptions about corporate reputation are formed and what are the subsequent outcomes of those perceptions.

Details

Journal of Product & Brand Management, vol. 18 no. 5
Type: Research Article
DOI: https://doi.org/10.1108/10610420910981800
ISSN: 1061-0421

Keywords

  • Corporate image
  • Stakeholder analysis
  • Individual perception
  • Customer behaviour
  • United States of America

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Article
Publication date: 27 March 2009

Delineating the outcomes of sponsorship: Sponsor image, word of mouth, and purchase intentions

Rodoula Tsiotsou and Konstantinos Alexandris

The purpose of this paper is to propose a model in which fans' team attachment is the determinant of three sponsorship outcomes: sponsor image, purchase intentions, and…

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Abstract

Purpose

The purpose of this paper is to propose a model in which fans' team attachment is the determinant of three sponsorship outcomes: sponsor image, purchase intentions, and word of mouth. Furthermore, following the sponsorship literature, the role of sport fans' involvement on the development of team attachment was examined.

Design/methodology/approach

Questionnaires were collected from fans of a professional basketball team in Greece (n=354). Structural equation modeling was employed in order to test the model fit and estimate the model coefficients.

Findings

The findings supported the premise that highly attached fans are more likely to develop positive image for their team sponsor, exhibit higher intentions for purchasing and recommending the sponsor's products.

Research limitations/implications

The proposed model on sport sponsorship outcomes was supported. The results of the study contribute to our understanding of the role of team attachment and sponsor image in predicting sponsorship outcomes.

Practical implications

The findings from this research have practical implications for both sport team marketers and sponsors. Both parties need to have a good understanding of how and when sponsorship works to maximize its value.

Originality/value

The main contribution of this paper is the incorporation of sport involvement, team attachment, sponsor image, purchase intentions, and word of mouth within an integrated sponsorship model, and the testing of their interrelations. While these variables have been used in the sponsorship literature before, they have not been empirically tested in an integrated model.

Details

International Journal of Retail & Distribution Management, vol. 37 no. 4
Type: Research Article
DOI: https://doi.org/10.1108/09590550910948583
ISSN: 0959-0552

Keywords

  • Sponsorship
  • Sports
  • Marketing models

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Article
Publication date: 2 January 2020

The effect of service innovation on customer behavioral intention in the Taiwanese insurance sector: the role of word of mouth and corporate social responsibility

Jui-I Chang and Chen-Ying Lee

Service innovation has been one of the essential elements to meet the customers’ requirements, but few studies discuss service innovation regarding behavioral intention in…

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Abstract

Purpose

Service innovation has been one of the essential elements to meet the customers’ requirements, but few studies discuss service innovation regarding behavioral intention in the insurance industry. This paper aims to investigate the effects of service innovation on customer behavioral intention and examines the role of word-of-mouth (WOM) and corporate social responsibility (CSR).

Design/methodology/approach

This paper used a survey to assess consumer behavioral intention regarding service innovation activities from life insurance. Questionnaires were administered to consumers who have purchased life insurance in Taiwan and the survey questions were tested through factor analysis. An analysis of multiple and hierarchical regression was performed to test the hypotheses.

Findings

The empirical results demonstrate that life insurance service innovation has a significantly positive influence on WOM and behavioral intention. Additionally, WOM has a partially mediating effect between service innovation and behavioral intention. Furthermore, the study indicates that CSR has a moderating effect on the relationship between service innovation and behavioral intentions.

Originality/value

Considering the uniqueness of this study in the context of Taiwan, the research draws on signaling theory as the framework to explore service innovation and the impact of social responsibility on consumer behavioral intentions in the Taiwanese insurance industry. Additionally, the results can be considered a service marketing strategy and are applicable to the financial service industry in some developing Asian countries

Details

Journal of Asia Business Studies, vol. 14 no. 3
Type: Research Article
DOI: https://doi.org/10.1108/JABS-06-2018-0168
ISSN: 1558-7894

Keywords

  • Service innovation
  • Customer behavioural intention
  • Corporate social responsibility
  • Word of mouth
  • Life insurance

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