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1 – 10 of 27Parisa Mousavi, Mehdi Shamizanjani, Fariborz Rahimnia and Mohammad Mehraeen
Customer experience management (CXM), which aims to achieve and maintain customers' long-term loyalty, has attracted the attention of many organizations. Improving customer…
Abstract
Purpose
Customer experience management (CXM), which aims to achieve and maintain customers' long-term loyalty, has attracted the attention of many organizations. Improving customer experience management in organizations requires that, first, their relevant capabilities be evaluated. The present study aimed to offer a set of key performance indicators for evaluating customer experience management in commercial banks.
Design/methodology/approach
The study, first, attempted to identify the components of evaluating customer experience management by reviewing the related literature and conducting interviews with experts. Then, the extracted components were transformed into assessable metrics using the goal question metric method, and the key performance indicators relevant to customer experience management in commercial banks were selected according to the experts' opinions and the Fuzzy Delphi method.
Findings
According to the findings of the study, 21 key performance indicators were identified for customer experience management in commercial banks, and customer satisfaction, the mean number of calls to resolve an issue in customer journey touchpoints, the NPS, and the ratio of the budget allocated to the CXM department to the budget of the marketing department were found as the most significant performance indicator according to banking experts.
Originality/value
The present study was among the first research projects intended to evaluate CXM and offer key performance indicators that could help the managers of commercial banks assess the maturity levels of their CXM.
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Hashem Aghazadeh, Farzad Zandi, Hannan Amoozad Mahdiraji and Razieh Sadraei
This study has two main objectives. First, to examine the indirect effects of digital platform capability and digital resilience on digital transformation (DT) outcomes for small…
Abstract
Purpose
This study has two main objectives. First, to examine the indirect effects of digital platform capability and digital resilience on digital transformation (DT) outcomes for small- and medium-sized enterprises (SMEs), and second, to investigate how digital business model maturity influences these indirect effects.
Design/methodology/approach
The study adopts a quantitative design and collects data through a self-reporting survey from individuals in the technological industries. The Partial Least Squares-Structural Equation Modelling (PLS-SEM) and PLS multi-group analysis examine the measurement and structural models and the significance of differences in indirect paths based on the digital business model maturity level, serving as a moderator.
Findings
The findings of this study provide valuable insights into the internationalisation of digital SMEs. They indicate that digital platform capability and resilience fully mediate, connecting digital resources to SME growth. The study also confirms the digital business model maturity’s positive and significant moderating effect on these indirect relationships.
Originality/value
This research contributes to the existing literature by focusing on the international outcomes of platform ecosystems in developing markets. It explores how digital platform capability and resilience support the digital transformation of SMEs, considering their vulnerability due to their small size. The study also fills a research gap by investigating the relationship between big data, digital leadership and the international growth of digital platforms. Lastly, it explores the role of digital maturity in the relationships between antecedents, determinants and outcomes of digitalisation.
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The aim of the study presented in this paper is to investigate the interrelationships among technologies in retail, webrooming and showrooming purchase intentions and customer…
Abstract
Purpose
The aim of the study presented in this paper is to investigate the interrelationships among technologies in retail, webrooming and showrooming purchase intentions and customer experience.
Design/methodology/approach
The study was conducted in the fashion industry in three fashion groups: LPP, CCC and Inditex, which declare to use omnichannel solutions in their supply chains. The study focusses on 825 customers drawn from the emerging market in Poland. The research follows the partial least squares path model procedure.
Findings
Based on the study, it was concluded that out-store technologies are positively associated with omnichannel purchase intentions and also positively associated with cognitive and affective customer experience. This study proves that the boundary between traditional and online stores is beginning to blur, and thanks to new technologies, customers can experience traditional shopping resembling online shopping, and vice-versa.
Research limitations/implications
Although the results provide several major contributions to theory and implications for practitioners, the study still demonstrates some methodological constraints. More specifically, although the study employs a relatively large research sample of 825 shoppers, it still focusses only on a selected group of customers in three fashion groups, LPP, CCC and Inditex, and is limited to investigating a particular type of customer experience solely in the fashion industry.
Originality/value
The results of this study not only verify the theoretical concepts and assumptions of technologies supporting omnichannel retail but also offer a practical roadmap for creating omnichannel solutions providing the best customer experience.
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Mohammadjavad Shabankareh, Jagangir Hamzavi, Alireza Ranjbaran, Somayeh Jelvehgaran Esfahani and Gissa Izadi
Gripped by the COVID-19 pandemic, the airline industry has faced many restrictions. Based on the determining factor of repurchase intention, this research paper addresses the…
Abstract
Purpose
Gripped by the COVID-19 pandemic, the airline industry has faced many restrictions. Based on the determining factor of repurchase intention, this research paper addresses the roles of brand engagement (BE) and consumer trust during the pandemic.
Design/methodology/approach
A number of 439 out of 500 questionnaires, which were distributed among the Iranian airlines' customers, were completed and returned (an 87% response rate). SmartPLS 3 was used to carry out the confirmatory factor analysis (CFA) and exploratory factor analysis (EFA) in order to validate the research hypotheses.
Findings
The results show that during the COVID-19 pandemic, BE had a significant effect on customer purchase intention. In addition, BE boosted customer trust and thereby increased repurchase intention. Perceived risks of COVID-19 moderated these relationships. The findings also show that airline customers are highly sensitive to various perceived risks and were especially so during the COVID-19 pandemic. These perceived risks have major impacts on customers' intention to reuse the services of airline companies. High levels of perceived risk decrease customer trust, BE and repurchase intention rates, and vice versa.
Practical implications
This paper provides authorities and decision-makers of the air transport industry with several practical recommendations based on the research findings. As the results confirmed, there is a worthwhile relationship between BE and customer trust; regarding the both direct and indirect benefits of customer trust for for-profit firms and the huge importance of trust in creating competitive advantages, different airline companies need to implement various strategies to engage customers with their brand names, and thereby institutionalize trust in their customers' minds during the pandemic. Since customer trust was also found to improve repurchase intention rates significantly, authorities of the airline industry must take actions to reduce feelings of mistrust and risk among consumers and increase customer trust during COVID-19.
Originality/value
This paper is the first to explore the effect of BE on airline customers' repurchase intentions during the COVID-19 pandemic. It has produced practical suggestions to employees and activists of the air transport industry regarding the use of BE as a tool to restore customer trust during and after the COVID-19 epidemic. This research focuses on the airline industry, which is particularly interesting given the industry's intensely competitive environment and the dramatic effect of COVID-19 on the industry.
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Nastaran Hajiheydari, Mohammad Kargar Shouraki, Hamed Vares and Ayoub Mohammadian
How to respond to social and environmental concerns while pursuing economic goals remained a dilemma for today’s businesses. Besides, the digital revolution has profoundly changed…
Abstract
Purpose
How to respond to social and environmental concerns while pursuing economic goals remained a dilemma for today’s businesses. Besides, the digital revolution has profoundly changed people's lifestyles, turning out the challenge of how to present products and services to the new generations of consumers through emerging digital channels. To overcome these challenges, a business needs to rely on its internal capabilities but must make them dynamic and modify them, when necessary, in response to or anticipation of external changes. This study aims to propose a model for business model innovation (BMI) with the goal of pursuing sustainability and adapting to the changes of the digital age pursuing dynamic capabilities principles.
Design/methodology/approach
This study followed a mixed-method design, using meta-synthesis in its first phase (qualitative) and interpretive structural modelling in its second phase (quantitative).
Findings
The proposed model consists of four layers including approach, aspect, dimension and component. Based on quantitative results, the 16 dimensions were categorised in four main levels of “sustainable computing”, “sustainable execution”, “sustainable engagement” and “sustainable results”. Considering sustainability and digital transformation as main change drivers for contemporary businesses, this paper proposes a novel framework in the field of BMI.
Originality/value
The results of this study suggest that BMI requires not only proper business design based on social and environmental sustainability and digital transformation requirements but also attention to a new component called sustainable engagement, which represents the need for engaging with social and environmental issues in addition to customers.
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Ghada Talat Alhothali, Felix Mavondo and Islam Elgammal
In recent days, there has been an increasing interest towards achieving sustainable tourism objectives globally and specifically in Saudi Arabia. The benefits can be maximized if…
Abstract
Purpose
In recent days, there has been an increasing interest towards achieving sustainable tourism objectives globally and specifically in Saudi Arabia. The benefits can be maximized if the government is successful in attracting current pilgrims and influence their future intention to revisit the country as tourists. Hence, the purpose of this paper is to measure pilgrims’ revisit intentions to understand more about the possibility of their potential contribution towards the Saudi tourism and hospitality industry in the evolving circumstances.
Design/methodology/approach
This paper uses configuration theory to identify the “ideal” type of the pilgrims and compares this to the rest to establish if they differ and if that difference matters. Data were collected from 278 visitors to the Holy Mosque in Makkah, Saudi Arabia, to perform Umrah.
Findings
The findings show that a large deviation from the “ideal pilgrim” is negatively related to revisiting intentions and dissemination of positive word of mouth (PWOM).
Research limitations/implications
The development of profiles gives a better understanding of organizations or people across several dimensions looked at holistically. Fundamental to the theory is that there are only a limited number of configurations that achieve optimal performance (however defined).
Originality/value
The analytical approach adopted in this paper leads to achieving verbal and statistical correspondence in tests of “gestalts”. The interest is in establishing whether this difference matters to intentions to revisit and providing PWOM.
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Yixuan Zhao, Guangyuan He, Danxia Wei and Shuming Zhao
The purpose of this study is to explore the mechanism of digitalized transformation in organizations’ human resource management (HRM). This study summarizes three basic factors…
Abstract
Purpose
The purpose of this study is to explore the mechanism of digitalized transformation in organizations’ human resource management (HRM). This study summarizes three basic factors driving the digital transformation process in China: level of perception, level of application and speed of transformation.
Design/methodology/approach
This study analyzes the strategic transformation process of HRM in Haier, Hisense and Chambroad to explore the human resource digital transformation mechanism in Chinese enterprises.
Findings
The results of this study show that three HR value chain models can be constructed based on how well HRM deals with business: the efficiency-oriented HRM value chain, quasi-business-oriented HRM value chain and business-oriented HRM value chain. The basic factors – level of perception, level of application and speed of transformation – are observed in the entire HRM digital transformation process.
Originality/value
This study provides theoretical and empirical insights for enterprises to explore the value of digital technology in HRM and facilitate the digital transformation of HRM.
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Ricky Y.K. Chan, Jianfu Shen, Louis T.W. Cheng and Jennifer W.M. Lai
This study aims at proposing and testing a model delineating how and when the quality of a special B2B professional service, investment relations (IR), would drive corporate…
Abstract
Purpose
This study aims at proposing and testing a model delineating how and when the quality of a special B2B professional service, investment relations (IR), would drive corporate intangible value.
Design/methodology/approach
This study employs a proprietary dataset on voting records of an annual investment relations (IR) awards event and the corresponding company-level archival data for analysis. Regression analysis is used to test hypotheses.
Findings
IR service quality not only directly enhances corporate intangible value, but also indirectly boosts it via information transparency. While competitive intensity does not moderate the relationship between IR service quality and corporate intangible value, its moderating effect on the relationship between information transparency and this value is negative.
Research limitations/implications
The findings advance academic understanding of the mechanism and boundary conditions underlying the complex and dynamic relationships among IR service quality, information transparency, corporate intangible value and competitive intensity. Future research endeavors to verify the present findings in other service and/or geographic settings would help establish their external validity.
Practical implications
The findings advise companies to expand the traditional role of IR by taking it as a powerful communication and relationship marketing tool to improve their visibility and attract investors.
Social implications
The findings suggest that superior IR service would strengthen the company’s social bonding with institutional investors and effectively signal to them its commitment to good corporate governance practices.
Originality/value
Matching a proprietary dataset on IR voting records with the corresponding company-level archival data over a five-year period to investigate the performance implications of IR service quality within the Hong Kong context rectifies methodological limitation and geographic confinement of prior IR research.
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Ali Kazemi, Seyedeh Fatemeh Ghasempour Ganji and Lester W. Johnson
The purpose of this paper is to explore empirically how the two kinds of strategic orientations including export market orientation (EMO) and technology orientation (TO) predict…
Abstract
Purpose
The purpose of this paper is to explore empirically how the two kinds of strategic orientations including export market orientation (EMO) and technology orientation (TO) predict innovation performance (IP) and export performance (EP), by investigating the mediation effect of IP and the moderation effect of external network (EN).
Design/methodology/approach
The statistical population of this research is the food and agricultural products exporting firms which participated in the 26th International Agrofood Exhibition in Tehran, Iran. The sample of 296 managers filled out questionnaires using systematic random sampling methods. Structural equation modeling was used to analyze the data.
Findings
Results demonstrate that the increase of EMO and IP is related to a rise in EP. Furthermore, the research finds that IP is a partial mediator in the link between EMO and EP. Finally, the moderation impact of the external networks in an association between TO and IP is supported by the data.
Originality/value
This study is one of the limited number of studies to consider the mediation impact of innovation performance in the relationship between EMO and EP, and it is actually the first study, to the best of the authors’ knowledge, to investigate the moderating impact of EN in the relationship between TO and IP in the context of one developing country.
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Weiting Wang, Yi Liao and Jiacan Li
The purpose of this study to improve the efficiency of customer acquisition and retention through the design of salary information disclosure mechanism.
Abstract
Purpose
The purpose of this study to improve the efficiency of customer acquisition and retention through the design of salary information disclosure mechanism.
Design/methodology/approach
This study develops a stylized game-theoretic model of delegating customer acquisition and retention, focusing on how firms choose delegation and wage information disclosure strategy.
Findings
The results confirm the necessity for enterprises to disclose salary information. When sales agents are risk neutral, firms should choose multi-agent (MA) delegation and disclose their wages. However, when agents are risk averse, firms may disclose the wages of acquisition agents or both agents in MA delegation, depending on the uncertainty of the retention market.
Originality/value
This paper contributes to the literature on delegation of customer acquisition and retention and demonstrates that salary disclosure can be used as a supplement to the incentive mechanism.
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