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Article
Publication date: 13 November 2017

Jei-Zheng Wu, Caroline Himadewi Santoso and Jinshyang Roan

The purpose of this paper is to explore key factors or criteria of sustainable supply chain management (SSCM) influencing Indonesian coal companies, using “adoption…

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Abstract

Purpose

The purpose of this paper is to explore key factors or criteria of sustainable supply chain management (SSCM) influencing Indonesian coal companies, using “adoption, implementation, and performance” (A-I-P) of SSCM, thru three means: first, to investigate which criteria have higher weight to achieve SSCM in Indonesia; second, to see whether there are any differences between the Indonesia case and existing literature of SSCM; third, to highlight any causal relationships between the Indonesia case and the SSCM theory.

Design/methodology/approach

DEMATEL-based analytic network process (DANP) questionnaire survey with a theoretical SSCM model is applied to conduct an empirical test for the coal production and supply chain companies in Indonesia.

Findings

The “performance” dimension out of the A-I-P of the SSCM is the most important one, while the “adoption” dimension is the least. Out of the 12 criteria under the three dimensions, the “operational, economic, environmental, and social” factors under the category of the performance dimension and the “ISO 14001 certification” criteria belonging to the dimension of “implementation” are the top five key factors in the SSCM.

Research limitations/implications

There are some limitations in this study. First and foremost is the relatively small sample size with a limited geographic area, although they are unavoidable owing to one country case study.

Practical implications

The test results are helpful to draw guidance for sustainable supply chain managers in implementing efficient SSCM in the wave of tough competition and changing marketplace.

Originality/value

This study contributes first to developing a theoretical framework for SSCM under the A-I-P model and second, to applying DANP to an empirical case of SSCM of the coal industry in Indonesia. As a result, the authors draw helpful guidelines and policy implications for SSCM of the coal industry, referring to the A-I-P dimension as drivers and enablers for the SSCM performances of the industry.

Details

The International Journal of Logistics Management, vol. 28 no. 4
Type: Research Article
ISSN: 0957-4093

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Article
Publication date: 11 May 2012

Yi‐Ching Hsieh, Jinshyang Roan, Anurag Pant, Jung‐Kuei Hsieh, Wen‐Ying Chen, Monle Lee and Hung‐Chang Chiu

The purpose of this paper is to explore how multichannel customers evaluate overall satisfaction across distribution channels and what the antecedents are of such satisfaction.

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3179

Abstract

Purpose

The purpose of this paper is to explore how multichannel customers evaluate overall satisfaction across distribution channels and what the antecedents are of such satisfaction.

Design/methodology/approach

A survey of bank customers in Taiwan was conducted. The total number of valid questionnaires was 479. Reliability and validity were tested. Maximum likelihood procedure of LISREL 8.8 was used to test the hypothesized structural equation model.

Findings

The findings indicate that the overall satisfaction in the multichannel environment is a critical determinant of customer retention and participation. The present study also develops the antecedents of multichannel satisfaction. In the multichannel environment, perceived multichannel service quality is positively related to satisfaction, while perceived channel switching difficulty is negatively related to satisfaction.

Originality/value

The present study employs the stimulus‐organism‐response (S‐O‐R) paradigm and the channel loyalty framework to better model customers' response to marketing activities in the multichannel distribution system.

Details

Managing Service Quality: An International Journal, vol. 22 no. 3
Type: Research Article
ISSN: 0960-4529

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Article
Publication date: 8 July 2014

Hung-Chang Chiu, Anurag Pant, Yi-Ching Hsieh, Monle Lee, Yi-Ting Hsioa and Jinshyang Roan

This paper aims to investigate the determinants of successful online viral marketing. More companies in recent years have reduced their advertising expenditures on…

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1806

Abstract

Purpose

This paper aims to investigate the determinants of successful online viral marketing. More companies in recent years have reduced their advertising expenditures on traditional media. Instead, they focus more on word-of-mouth marketing to reach their potential customers.

Design/methodology/approach

A 2 (high/low utilitarian message context) × 2 (high/low hedonic message context) × 2 (message source: strong/weak tie strength) × 2 (channel: e-mail/blog) between-subjects experiment was conducted. A total of 363 completed questionnaires were collected in Taiwan.

Findings

The findings are fourfold. First, the greater the tie strength between the sender and the receiver, the more actively they share information. Second, an audience is more willing to share a message with others when the message contains higher degrees of utilitarian or hedonic values. Third, those who are highly involved with the products are more willing to share information than those who are less involved. Fourth, those who access the information via blogs are more willing to share information with others.

Research limitations/implications

The first limitation pertains to the issue of external validity. Also, to maximize internal validity, hypothetical scenarios and experimental designs were used rather than actual e-mail/blog experiences as stimuli. The results of this study provide some key strategic implications for companies that are seeking to enhance a successful viral marketing campaign.

Practical implications

This study suggests there is no “one size fits all” answer. A successful viral marketing campaign is specific to individual characteristics and the approaches used.

Originality/value

The present study combines related research – including communication theory, consumer value and involvement theory – to investigate the determinants of individuals’ intentions to share marketing information.

Details

European Journal of Marketing, vol. 48 no. 7/8
Type: Research Article
ISSN: 0309-0566

Keywords

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Article
Publication date: 3 April 2018

Marcin Lipowski and Ilona Bondos

The purpose of this paper is to identify the differences in the perceived media richness of three marketing channels by different consumer generations as well as to…

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1581

Abstract

Purpose

The purpose of this paper is to identify the differences in the perceived media richness of three marketing channels by different consumer generations as well as to indicate the importance of the perceived media richness of each of channel for the intention of online use at pre-purchase stage.

Design/methodology/approach

The study is based on a sample of 1,103 consumers in Poland, which research sample included three generations: Baby Boomers, X generation and Y generation. Computer-assisted personal interview method was used with a standardised questionnaire; the research sample was determined using a quota-random method, with the quotas referring to age and gender and the nature of the place of residence (provincial town, town/city other than a provincial one, or a village) – the structure of the sample was maintained at the regional level.

Findings

Analysed channels (online, offline, phone) have different perceived media richness. Consumers from different generations can perceive media richness of the same marketing channels in various ways. Perceived media richness of the analysed marketing channels has an impact on the intention to use the channel online.

Research limitations/implications

First, the fact of blurring differences between consumers generation, particularly X and Y generation. As well the fact that each generation has identified an internal diversity. Second limitation refers to the type of marketing channels included in research. Finally, limitation also applies to spatial extent of the study. The above limitations can also be some directions of future research – taking into account some other marketing channels and verifying the conclusions on other consumer groups.

Practical implications

General recommendation refers to the need for treating customers in each marketing channel in the same way – immediate response is one of the aspects of this recommended unified customer service in multichannel environment. Online channel communications with customers should be supported by giving consumers more personalised communication via phone, chat and social media. For older consumers, it is recommended to gradually redirect them to an online channel. Information search is a good start for online customer journey, because this channel at the pre-purchase stage is the most useful and least risky for the consumer unfamiliar with online environment.

Social implications

Better understanding of the needs of different customers generations and their perception of different marketing channel at the pre-purchase stage.

Originality/value

Identification of intergenerational differences in the perception of media richness of online, phone and offline channels.

Details

Baltic Journal of Management, vol. 13 no. 2
Type: Research Article
ISSN: 1746-5265

Keywords

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