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Book part
Publication date: 20 May 2019

Haitham Nakhleh

The aim of this chapter is to investigate factors affecting four of the gaps encompassed in the GAP model, which then results in Gap 5, the so-called customer gap, related…

Abstract

The aim of this chapter is to investigate factors affecting four of the gaps encompassed in the GAP model, which then results in Gap 5, the so-called customer gap, related to the variance between customer expectations and the perception of service quality (SQ). Four predictors were selected based on the literature review – marketing research orientation (MRO), service specification design (SSD), integrated technology (ITC) and integrated communication (ICO) – to examine their relationship with the customer gap. A valid and reliable questionnaire, developed for the purpose of the study, was used to collect data from a sample consisting of 600 employees from six hotels located in Amman, Jordan. The findings show that MRO, SSD, ITC and ICO significantly predict the four gaps in SQ on the provider side, which in turn significantly predict the customer gap. For companies, more attention should be paid to the four gaps that induce the customer gap.

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Research in Corporate and Shari’ah Governance in the Muslim World: Theory and Practice
Type: Book
ISBN: 978-1-78973-007-4

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Book part
Publication date: 1 May 2018

Steve Fairbanks and Aaron Buchko

Strategy Question: How do we effectively communicate our brand to our customers and our market?Summary: Many firms have a sense of the organization’s “brand.” We define…

Abstract

Strategy Question: How do we effectively communicate our brand to our customers and our market?

Summary: Many firms have a sense of the organization’s “brand.” We define brand as “the promise of an experience” to the customers. Firms need to identify the elements of the customer experience that are valued by the customer and determine the brand experience the organization wishes to convey is consistent with the experience of the customer. This tool uses a simple survey process methodology to determine whether the brand experience the organization wishes to convey is consistent with the experience of the customer. A simple X/Y chart is used to array the firm’s offerings based upon the customer’s perception of the brand experience. Comparisons with competitive firms can be included in the analysis. The results provide insight into the effectiveness of promotional and communication efforts intended to develop brand awareness among customers.

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Performance-Based Strategy
Type: Book
ISBN: 978-1-78743-796-8

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Book part
Publication date: 27 April 2021

G. Arun and C. G. Manoj Krishnan

If any organization wants to be globally recognized leadership plays an important role. This chapter deals with the leadership failure in creating good salesperson…

Abstract

If any organization wants to be globally recognized leadership plays an important role. This chapter deals with the leadership failure in creating good salesperson behavior in India’s pharmaceutical industry. There are four types of salesperson’s behavior: selling orientation, customer orientation, adaptive selling, and unethical selling. Selling oriented and unethical selling behaviors negatively impact customer trust and customer value, while customer orientation and adaptive are more positive. This chapter explores how senior managers can create good organization culture and organization climate by creating positive sales behavior. This chapter will be an eye opener to many first-line managers for helping their salespersons to practice customer orientation and adaptive selling behavior.

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When Leadership Fails: Individual, Group and Organizational Lessons from the Worst Workplace Experiences
Type: Book
ISBN: 978-1-80043-766-1

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Book part
Publication date: 7 December 2016

Arch G. Woodside and James L. Taylor

This chapter describes how to do variable-based analysis of cases of two-person conversations. The chapter makes use of the same data that Chapter 9 describes. Here, the…

Abstract

Synopsis

This chapter describes how to do variable-based analysis of cases of two-person conversations. The chapter makes use of the same data that Chapter 9 describes. Here, the study examines 40 transactions between actual insurance salespersons (n = 3) and prospective clients (n = 57) interacting in field settings. The study describes conversations among purchase behavior and the frequency of key orientation and bargaining statements made by the salespersons and customers. The findings support the high value in studying social factors, influence attempts, and situation variables in constructing a general conceptualization of exchange relationships.

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Case Study Research
Type: Book
ISBN: 978-1-78560-461-4

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Book part
Publication date: 1 November 2008

Thomas Ritter and Achim Walter

Managers and academics alike focus on value creation in business relationships. This paper adds to existing literature by analyzing functions of business relationships and…

Abstract

Managers and academics alike focus on value creation in business relationships. This paper adds to existing literature by analyzing functions of business relationships and their impact on value perception. Applying a customer perspective, direct relationship functions are concerned about payment, quality, and volume. Indirect functions include innovation, access, and scouting. Furthermore, trust and number of alternative suppliers are included in the study. The empirical results illustrate the important role of direct and indirect functions for value creation. Understanding these functions is instrumental for driving customer value, both for the supplier and the seller. Direct functions do have a much stronger impact on value than indirect functions that still do have a significant impact. Thus, increasing direct function fulfillment is much more effective in order to gain key supplier status than relying only on indirect functions. But indirect functions may offer ample differentiation opportunities. Being a strong driver of relationship value, trust is also driven by function fulfillment. Thus, relationship value depends on rational elements (functions) and social elements (trust). Availability of alternative suppliers increases the importance of relationship function fulfillment on customer value and customer trust. In highly competitive markets, suppliers need clear understanding and communication of relationship value in order to succeed.

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Creating and managing superior customer value
Type: Book
ISBN: 978-1-84855-173-2

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Article
Publication date: 10 May 2021

Rishi Chakravarty and Nripendra Narayan Sarma

The hierarchies of effects models have been perpetually updated across different time period. Ever since the evolution of the primary customer path indicated through the…

Abstract

Purpose

The hierarchies of effects models have been perpetually updated across different time period. Ever since the evolution of the primary customer path indicated through the Attention, Interest, Desire, Action model in the 1900s, the hierarchical frameworks have witnessed a significant transformation in context to the present age of Web connectivity. Therefore, the purpose of this study is to understand the transformation in the hierarchy of effects models in the age of connectivity.

Design/methodology/approach

This paper is conceptual in nature and an attempt to provide an overall view of the shifting dimension in the customer path as indicated in the various hierarchies of effects models since evolution up to the age of digitalisation.

Findings

It is observed that in the age of connectivity customer loyalty is expressed in terms of brand advocacy rather than repurchase, and that the customer path has been redefined. This seems pertinent because of the swift exchange of information that occurs among the online customer communities.

Originality/value

This paper identifies a need to provide a contemporary outlook to the customer path in the age of internet connectivity.

Details

Vilakshan - XIMB Journal of Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0973-1954

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Rutgers Studies in Accounting Analytics: Audit Analytics in the Financial Industry
Type: Book
ISBN: 978-1-78743-086-0

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Book part
Publication date: 28 November 2017

Rachel A. Jared and Po-Ju Chen

Customer goes online in order to cancel Wowiesatisfy (name disguised) membership after receiving an email from them on February 1st. Upon receiving a cancelation…

Abstract

Customer goes online in order to cancel Wowiesatisfy (name disguised) membership after receiving an email from them on February 1st. Upon receiving a cancelation confirmation that her account has been deactivated, she again receives an email from them on February 2nd letting her know that her monthly boutique is ready and that she has 24 hours to either skip the month, or she’ll be charged her monthly membership fee of $39.95. The customer calls Wowiesatisfy customer service in order to resolve the problem and they assure her that her membership has been canceled. On February 5th, the customer’s bank account shows a charge of $39.95 to Wowiesatisfy. What should the company do?

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Trade Tales: Decoding Customers' Stories
Type: Book
ISBN: 978-1-78714-279-4

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Article
Publication date: 23 November 2021

Qiang Wang, Ilan Oshri and Xiande Zhao

This study aims to examine value cocreation in terms of interfirm collaborations between service firms, their business customers and business partners at different stages…

Abstract

Purpose

This study aims to examine value cocreation in terms of interfirm collaborations between service firms, their business customers and business partners at different stages of a new service development (NSD) process.

Design/methodology/approach

The study develops and tests hypotheses that examine the roles played by business customers and partners in NSD, assuming resource dependency of the focal firm during three NSD stages (ideation, development and deployment). Empirical data were collected from 200 NSD projects and structural equation modelling was used to test the hypotheses.

Findings

The results show that business customer collaboration has a positive effect on ideation performance and development performance, whereas business partner collaboration has a positive effect on deployment performance. These finding support the notion that the value cocreating roles of business customers and partners vary across NSD stages.

Research limitations/implications

Future research should focus on how business partners can be actively involved in the NSD process and how the interests of different parties can be safeguarded. The use of longitudinal data will allow a better examination of the process dynamics.

Practical implications

The study provides managerial implications for service managers in terms of acquiring and allocating resources needed from business customers and partners during different NSD stages.

Originality/value

The study contributes to the growing literature on value cocreation in NSD by empirically demonstrating the respective performance contributions of business customers and partners during different stages of NSD. Moreover, the results also shed light on interfirm collaboration mechanisms from the perspective of resource dependence theory.

Details

European Journal of Marketing, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0309-0566

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Content available
Article
Publication date: 9 November 2021

Zareef Mohammed

Data breaches are an increasing phenomenon in today's digital society. Despite the preparations an organization must take to prevent a data breach, it is still necessary…

Abstract

Purpose

Data breaches are an increasing phenomenon in today's digital society. Despite the preparations an organization must take to prevent a data breach, it is still necessary to develop strategies in the event of a data breach. This paper explores the key recovery areas necessary for data breach recovery.

Design/methodology/approach

Stakeholder theory and three recovery areas (customer, employee and process recovery) are proposed as necessary theoretical lens to study data breach recovery. Three data breach cases (Anthem, Equifax, and Citrix) were presented to provide merit to the argument of the proposed theoretical foundations of stakeholder theory and recovery areas for data breach recovery research.

Findings

Insights from these cases reveal four areas of recovery are necessary for data breach recovery – customer recovery, employee recovery, process recovery and regulatory recovery.

Originality/value

These areas are presented in the data recovery areas model and are necessary for: (1) organizations to focus on these areas when resolving data breaches and (2) future data breach recovery researchers in developing their research in the field.

Details

Organizational Cybersecurity Journal: Practice, Process and People, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2635-0270

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