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The purpose of this paper is to assess differences in banking service quality (BSQ) perceptions across demographic subgroups of Islamic and conventional Jordanian banking consumers.

Data are collected using surveys. The survey contains items for three different measures of overall BSQ perceptions. The researchers mailed surveys to a random sample of 2,000 banking customers in Jordan. Responses to questionnaire items measuring respondents’ BSQ perceptions were analysed using one-way analysis of variance with Tukey’s honest significant difference post hoc tests to assess subgroup differences in six demographic variables: gender, age, occupation, income, education, and religion.

BSQ perceptions are significantly different in four of the six demographic variables. Age and education do not impact on BSQ perceptions.

The findings indicate demographic effects on Jordanian banking consumers’ perceived BSQ. Study limitations include demographic subgroup underrepresentation and survey structure. Future research should obtain a more representative sample for better generalisability.

The findings suggest that Jordanian banks should structure their services to best accommodate their customers’ demographics. In addition, banks can use the findings to guide the development of demographic-driven marketing to target and attract customers efficiently.

This study is the first to investigate demographic differences in the perceived service quality of Jordan’s Islamic and conventional banking customers. The findings can contribute to future research on BSQ, and guide Jordan’s banking management towards more effective marketing and service provision.

This chapter proposes a model of person-situation interactions to explain when individuals react to demographic diversity in their work places. Qualitative research reported here suggests individual identities likely influence reactions to diversity and should be considered in conjunction with traditional situational factors. The model developed from this research looks at interactions between high and low identification with demographic categories and strong and weak situational cues toward such categories to explain when individuals are most likely to respond (or not respond) to diversity. The proposition that motivated reactions to diversity are observable only when both situational and personal factors contribute is advanced.

This paper aims to explore whether demographic differences between diverse customers and service providers impact service failure and recovery perceptions.

The critical incidents technique was used to gather data on service failures and recovery. Chi‐square test of independence and analysis of variance was used to test the hypotheses.

Results from the main study provide little support to the notion that different service failure types or service recovery efforts are being applied when demographic differences exist. However, a post‐hoc analysis focusing on respondents who felt that their demographic differences had impacted their encounter revealed that ethnic differences impacted service failure and recovery perceptions the most.

One limitation is the use of quota sampling that may limit the generalizability of the results. However, due to the exploratory nature of the study and the need for representative cases, this technique was viewed as an effective sampling technique for the purposes of the study.

The post‐hoc results suggest that future diversity training should include employee‐customer diversity, especially in the case of age and ethnicity. Further, that managing perceptions is important so that customers do not feel that they are treated any differently based on a visible demographic variable.

In general, the exploration of customer‐employee demographic differences in the services marketing literature is still somewhat nascent. This paper is unique in that it specifically examines several demographic differences between customers and employees in terms of service failure and recovery perceptions.

The protean and boundaryless career concepts have dominated recent career research. Demographic groups are posited to differ on these “new career orientations,” with implications for career development and social equity. The purpose of this paper is to test these hypotheses by systematically reviewing research on demographic differences in new career orientations.

This paper meta-analyzes demographic differences in protean, boundaryless, and proactive career orientations using data from 29,605 individuals (74 samples).

Demographic differences in new career orientations are generally negligible to small, with organizational mobility preferences showing the largest differences across demographic characteristics. Age showed curvilinear relations with new career orientations. National economic development moderated new career orientation-educational level relations.

Results support the construct validity of “proactive career orientation” as a unifying construct encompassing protean and psychological mobility boundaryless orientations (cf. Wiernik and Kostal, 2017). Future research should continue to explore career development in diverse economic/cultural contexts.

Small demographic differences suggest that potential benefits of new career orientations are not limited to members of particular groups. Age and education relations were large enough to indicate that large population segments may benefit from additional interventions to support career mobility and development.

This paper uses meta-analytic techniques to investigate demographic differences in career orientations with larger samples than possible in a single primary study. The meta-analytic design permitted investigation of a variety of methodological and cultural/economic moderators not previously considered in career orientation research.

The purpose of this paper is to attempt to verify the predicted relationship between the demographic (i.e. tenure, functional background, etc.) difference and cognitive difference among top managers and examine how such a relationship is affected by the communication among top managers.

The authors hypothesized that there is a positive relationship between demographic deviation and cognitive deviation of a focal manager on a TMT, and that such a relationship is mediated by the degree of communication that the focal manager has with other team members on the TMT. Using Structural Equation Modeling techniques, these hypotheses were tested based on a sample of 348 top managers that consist of 28 top management teams.

It was found that the hypothesized relationship between demographic deviation and cognitive deviation of a focal top manager was supported with respect to the tenure of a manager, but not the functional background of a manager. Moreover, it was found that communication frequency of a focal manager with other team members mediated the relationship between the tenure deviation and the cognitive deviation of the focal manager and that tenure deviation negatively influenced communication frequency, which in turn, negatively influenced the cognitive deviation of the manager.

These findings imply that: when constructing a competitive top management, practitioners such as boards of directors of a firm should pay more attention to the tenure diversity of a top management team because tenure diversity influences the cognitive diversity of the team; and communication among members of a management team can reduce the cognitive differences among members. However, communication happens more frequently among managers with similar tenure than among managers with dissimilar tenure. To promote consensus, managers need to watch for the forming of group fault lines along tenure within their teams.

As far as is known, this is the first study that uses relational demography to examine the influence of tenure difference on cognitive difference among members of a top management team and to expose a mediating role played by communication frequency.

Citizens are substantial stakeholders in every e-government system, thus their willingness to use and ability to access the system are critical. Unequal access and information and communication technology usage, which is known as digital divide, however has been identified as one of the major obstacles to the implementation of e-government system. As digital divide inhibits citizen’s acceptance to e-government, it should be overcome despite the lack of deep theoretical understanding on this issue. This research aimed to investigate the digital divide and its direct impact on e-government system success of local governments in Indonesia as well as indirect impact through the mediation role of trust. In order to get a comprehensive understanding of digital divide, this study introduced a new type of digital divide, the innovativeness divide.

The research problems were approached by applying two-stage sequential mixed method research approach comprising of both qualitative and quantitative studies. In the first phase, an initial research model was proposed based on a literature review. Semi-structured interview with 12 users of e-government systems was then conducted to explore and enhance this initial research model. Data collected in this phase were analyzed with a two-stage content analysis approach and the initial model was then amended based on the findings. As a result, a comprehensive research model with 16 hypotheses was proposed for examination in the second phase.

In the second phase, quantitative method was applied. A questionnaire was developed based on findings in the first phase. A pilot study was conducted to refine the questionnaire, which was then distributed in a national survey resulting in 237 useable responses. Data collected in this phase were analyzed using Partial Least Square based Structural Equation Modeling.

The results of quantitative analysis confirmed 13 hypotheses. All direct influences of the variables of digital divide on e-government system success were supported. The mediating effects of trust in e-government in the relationship between capability divide and e-government system success as well as in the relationship between innovativeness divide and e-government system success were supported, but was rejected in the relationship between access divide and e-government system success. Furthermore, the results supported the moderating effects of demographic variables of age, residential place, and education.

This research has both theoretical and practical contributions. The study contributes to the developments of literature on digital divide and e-government by providing a more comprehensive framework, and also to the implementation of e-government by local governments and the improvement of e-government Readiness Index of Indonesia.

Although they are neighbouring Asian countries with many similarities, India and Indonesia have different levels of household expenditure inequality. During the end of 2000s, the Gini coefficient of Indonesia was 9.1 percentage points larger than the Gini coefficient of India. To understand the determinants of this difference, this study decomposes it into the contribution of price effects, demographic effects and labour market structure effects. Differences in expenditure structures (price effects) and demographic characteristics are found to be the greatest contributors to the inequality gap across the two countries. The difference in the education distribution of household heads also has a positive and significant impact on the inequality gap. Differences in the labour market structure, on the other hand, turn out to be less important.

The purpose of this paper is to examine the extent to which Indian consumers of different demographic groups vary in terms of shopping mall visits (frequency of visit, hours spent in the mall, and number of shops visited) and purchase behaviour (total money spent, number of shops purchased from and number of items purchased).

The study used a self-administered survey of 400 Indian mall shoppers to examine Indian shoppers’ behaviour with respect to visiting and buying behaviour. Descriptive analyses and χ² tests were conducted to identify patterns and capture the significant relationships in shopping behaviour across different demographic segments.

The results show that shoppers of different age cohorts and from different household sizes behave differently from one another in a significant manner. In terms of gender, however, men and women tend to behave in a similar manner in terms of visit frequency, time and money spent per visit. The study also provides insight into where the differences occur and between which specific groups.

Data comes from one major city of India which limits the generalizability of the results.

For mall managers and retailers, the study findings indicate that the stores that serve recreational needs should focus more on younger segments, where men and women share similar buying patterns. Findings from this study could also be used for segmentation exercises and to build strategies to convert footfall into actual purchase, especially within the rapidly growing Indian mall market.

The study adds value to the body of retail literature and provides empirical evidence from the rapidly developing Indian market. The study also provides insight into where differences occur and between which specific groups. By highlighting the differences in greater detail, the study benefits retailers in general and specifically, mall managers.

Despite contrary evidence, much management research treats Asians as culturally homogeneous. This study seeks to explore how managers from four Asian nations differ in conflict management and whether observed differences are linked to cultural attitudes.

A questionnaire assessed conflict management practices and cultural attitudes of managers from four nations with considerable historical, geographical, and economic differences. ANOVA and ANCOVA were used to test hypotheses about groups differences in preference for three conflict management styles – competing integrating, and avoiding – controlling for differences in demographics and cultural attitudes.

Statistically significant differences were found on all three of the conflict management styles, although the hypotheses were only partly supported. Controlling for differences in demographics and cultural attitudes had little impact on the main findings. Some similarities among the nationalities were found: “integrating” was the most preferred style, and showed the least variation, among the groups. However, there was less similarity among the nationalities regarding “competing” and “avoiding”.

Since the hypotheses – based largely on national culture differences among the nationalities – were only partly supported, future research should attempt to identify variables that better explain differences among nationalities in conflict management style.

The information on conflict management style preferences in these four nations will be valuable to those wishing to do business there. Further, refuting the common assumption of cultural homogeneity among Asians will better prepare Westerners for doing business elsewhere in Asia.

This paper demonstrates that national differences in conflict management style were not based on demographic differences in the sample or differences in cultural attitudes.

In this quasi‐experimental study we investigate value congruence and demographic dissimilarity among group members as factors which influence various types of conflict within workgroups. We also examine whether it is beneficial for members to be different or alike, to agree or disagree, in order to foster work group productivity. Results indicate that visible individual demographic differences (i.e., sex, age) increase relationship conflict, while informational demographic differences (i.e., education) increase task‐focused conflict. Value congruence of members decreased both relationship and task conflict, and the specific content of the values held by members influenced performance. Specifically, both detail and outcome group value orientations increased objective performance; outcome, decisiveness, and stability orientations increased perceptions of high performance; and both decisiveness and supportiveness orientations increased the satisfaction level of group members while a team orientation decreased individual member satisfaction in this sample.