Search results

1 – 10 of over 33000
Article
Publication date: 20 May 2021

Md. Alamgir Hossain, Nusrat Jahan and Minho Kim

Banking services encounter major challenges in determining customer's psychometric behavioral intentions. Scholars suggest that a theoretical approach to better understand…

Abstract

Purpose

Banking services encounter major challenges in determining customer's psychometric behavioral intentions. Scholars suggest that a theoretical approach to better understand the key constructs of service marketing, such as service quality, perceived value, customer satisfaction, corporate image and behavioral intentions, is critical to bank performance. The present study aims to design and test a comprehensive multidimensional and hierarchical model of service quality with higher-order psychometric constructions and their mediation effects in the model.

Design/methodology/approach

Data from a self-administered structured questionnaire are analyzed by confirmatory factor analysis and structural equation modeling.

Findings

Empirical results confirm that multidimensional and hierarchical service quality are best suited to assess overall banking service quality, in which outcome, interaction and environment quality are the important primary dimensions, with each of them having several subdimensions. Service quality is the significant antecedent of behavioral intentions, customer satisfaction, corporate image and perceived value. Customer satisfaction and service quality are the best determinants of behavioral intentions. In addition, customer satisfaction, perceived value and corporate image are complementary variables, having significant mediation effects on the relationship between service quality and behavioral intentions.

Originality/value

As a maiden study in the context of emerging economies, this research integrates a comprehensive service quality theory and valuable customer loyalty constructs, which are crucial to banks' financial performance, bolstering evidence for the theoretical pitch. This study also provides managers with a clear idea of how they can develop sustainable service marketing strategies and policies on the psychometric perceptions of customers, thereby leading banks to achieve long-term goals.

Details

International Journal of Emerging Markets, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1746-8809

Keywords

Open Access
Article
Publication date: 28 July 2021

Fabio Cassia, Sven A. Haugland and Francesca Magno

While studies about business-to-business (B2B) relationships have mainly addressed buyer–supplier long-term exchanges, focusing on social outcomes such as trust…

Abstract

Purpose

While studies about business-to-business (B2B) relationships have mainly addressed buyer–supplier long-term exchanges, focusing on social outcomes such as trust, commitment and cooperation, there is little research that explores the social outcomes which stem from short-term B2B transactions. The purpose of this paper is to explain buyers’ intention to renew a contract after discrete and time-delimited transactions by suggesting a model that complements social exchange theory with theories of fairness. In detail, this study aims to determine how evaluations of economic and social outcomes are complemented by both procedural fairness and distributive fairness.

Design/methodology/approach

The hypotheses are tested in the social couponing industry with a survey of a sample of 199 firms purchasing advertising services from daily deal websites. Data are analyzed using covariance-based structural equation modeling (CB-SEM).

Findings

The findings reveal direct effects of procedural fairness on social outcomes (satisfaction) and distributive fairness on the intention to renew a contract, negative moderating effect of procedural fairness on the relationship between economic outcomes (campaign effectiveness) and social outcomes (satisfaction).

Research limitations/implications

In discrete, time-delimited transactions, high levels of procedural fairness may partially compensate for low levels of economic outcomes and prevent a reduction in social outcomes. Hence, when economic outcomes are influenced largely by external, uncontrollable conditions, the buyer seems to appreciate the supplier’s efforts to behave fairly.

Practical implications

Social outcomes matter even in discrete transactions and considerations of fairness should be integrated in the management of discrete transactions. Sharing economic outcomes fairly is not sufficient to secure the buyer’s intention to renew the contract.

Originality/value

This study proposes and tests a model that complements social exchange theory with theories of fairness and explains contract renewal in discrete, time-delimited transactions, encompassing both economic outcomes and social outcomes.

Details

Journal of Business & Industrial Marketing, vol. 36 no. 13
Type: Research Article
ISSN: 0885-8624

Keywords

Article
Publication date: 3 October 2021

Kenneth Thompson, David Strutton, Tina Christine Mims and Trond Bergestuen

Organizational climate is an essential dynamic to leverage in salesforce performance. This study aims to develop a model that explores the determinants of independent…

Abstract

Purpose

Organizational climate is an essential dynamic to leverage in salesforce performance. This study aims to develop a model that explores the determinants of independent manufacturers’ representatives’ (i.e. IMRs’) intentions to comply with their principals’ requests for additional tasking. Using agency theory, the authors explore the application of behavior and outcome-based controls upon dyadic manufacturer-IMR relationships for these additional performance/task requests.

Design/methodology/approach

Data from over 1,000 US-based IMRs were used to test two constructs; inter-organizational climate and perceptions of mutual satisfaction within the agency-principal dyad. Compliance behaviors tested were IMRs’ intentions to engage in non-selling-related tasks and intentions to allocate additional selling time to principals’ products. The following four exogenous controls were tested: perceived goal congruence between IMRs and principals; IMRs’ perceptions of principals’ expertise; mutual communications between IMRs and principals in the supply chain dyad; resources and sales support programs provided by principals to IMRs; and IMRs’ perceptions of the adequacy and fairness of the principals’ compensation plans.

Findings

Two constructs – inter-organizational climate and perceptions of mutual satisfaction with the agency-principal dyad – mediated the effects of exogenous sales controls on two compliance behaviors. The model’s data were analyzed using Partial least squares structural equation modeling (PLS-SEM). A marker variable was deployed to check for common method variance also supported using the Partial least squares (PLS) factor solution. Most variables demonstrated significant direct and mediated effects on each compliance behavior. Variables that emphasized behavioral-based controls dominated intentions for IMRs to engage in non-selling tasks. The principal commission structure, the only sales outcome-based control in the study, most influenced IMRs’ intentions to commit additional sales time to their principals’ products.

Research limitations/implications

This study only examined the intentions of IMRs to engage in additional selling activities and their intention to engage in non-selling tasks. Principals may desire longer-term commitments from IMRs. The model developed here can be modified to capture additional behavioral and attitudinal outcomes including, for example, the exit intentions of IMRs.

Practical implications

Principals are well-advised to foster a positive inter-organizational climate that fuels perceptions of mutually satisfying working relationships with their IMRs. These mutually satisfying working relationships can, by themselves, positively influence IMRs to acquiesce to reasonable requests made by principals. This advice appears to be particularly crucial when asking IMRs to engage in additional non-selling tasks. The total pattern of path estimates points to the conclusion that capable sales control plays an important role in fostering positive inter-organizational climates. The inter-organizational climate – mutual satisfaction link proved crucial as a mediator of the impact of sales controls on IMRs’ behavioral compliance intentions.

Originality/value

Knowing the impact of sales controls on IMR’s affords businesses the ability to use these controls for behavioral compliance intentions on non-selling tasks.

Details

Journal of Business & Industrial Marketing, vol. 37 no. 6
Type: Research Article
ISSN: 0885-8624

Keywords

Article
Publication date: 16 May 2022

Sungkyung Kim and Argyro Elisavet Manoli

With the remarkable advancements in information and communication technologies, comprehending online sport fan communities is being pushed further up in the agenda of…

Abstract

Purpose

With the remarkable advancements in information and communication technologies, comprehending online sport fan communities is being pushed further up in the agenda of sport teams worldwide. Based on social identity theory, the main purpose of this research paper is to test the mechanism of how horizontal relationships developed through online communities lead to vertical relationships such as team identification and behavioural intentions.

Design/methodology/approach

Using a sample of online baseball fan community members in South Korea (N = 400) and employing structural equations modelling, the current research examined the structural relations among online community identification, team identification, behavioural intention and WOM intention while testing moderating effect of perceived authenticity.

Findings

This study finds that online community identification has a significant positive impact on team-level consumer outcomes: team identification, behavioural intention and WOM intention. Team identification is verified as a significant determinant of both behavioural intention and WOM intention. Moreover, the partial mediating role of team identification in the relationships between online community identification and behavioural intentions are corroborated.

Originality/value

The present study furnishes essential information for identifying the underlying mechanism of how fan-to-fan horizontal relationships cultivate team-to-fan vertical relationships in the context of the virtual fan community.

Details

International Journal of Sports Marketing and Sponsorship, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1464-6668

Keywords

Article
Publication date: 17 January 2020

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…

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
ISSN: 0887-6045

Keywords

Article
Publication date: 10 May 2019

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…

1012

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
ISSN: 1477-7835

Keywords

Article
Publication date: 4 June 2019

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…

1370

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.

Article
Publication date: 27 July 2012

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

7190

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.

Article
Publication date: 7 November 2016

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.

1121

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
ISSN: 0959-3845

Keywords

Article
Publication date: 2 July 2020

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…

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
ISSN: 0959-3845

Keywords

1 – 10 of over 33000