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Abstract

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Electronic Resources Review, vol. 4 no. 7
Type: Research Article
ISSN: 1364-5137

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Article

Gabriel Sperandio Milan, Luiz Antonio Slongo, Luciene Eberle, Deonir De Toni and Suélen Bebber

The purpose of this paper is to analyze customer loyalty in the context of existing relationships between Brazilian banking service provider and its customers in the…

Abstract

Purpose

The purpose of this paper is to analyze customer loyalty in the context of existing relationships between Brazilian banking service provider and its customers in the context of B2C (Business-to-Consumer) relationships. Hence, a theoretical model was proposed and tested with banking services private individual customers taking into account perceived value, service provider reputation, financial bonding tactics, structural bonding tactics, social bonding tactics and switching costs as customer loyalty determinants.

Design/methodology/approach

A multivariate statistical approach with structural equations modeling was used in a 505 customer sample of the one prominent bank in Brazil.

Findings

Results indicate that the proposed theoretical model confirming a satisfactory fit, presenting a good explanatory power (R2=0.738) and supporting that perceived value influences the service provider reputation; financial bonding tactics, structural bonding tactics and social bonding tactics influence perceived value; service provider reputation influences switching costs; switching costs influence customer loyalty and the social bonding tactics influence customer loyalty.

Practical implications

The results evidenced in the present research could serve as benchmarking for other researchers or managers connected to the financial service sector (or bank service) when looking for a better understanding about the antecedents of customer loyalty, adapting strategies and actions to stimulate and generate better market and economic–financial results for the institutions of this sector.

Originality/value

Finding out which constructs better explain customer loyalty, and its possible relations, is something relevant for the banking sector, once it can generate more effective managerial insights, positively making an impact in a customer portfolio performance, or the financial institution itself, from the construction, maintenance and strengthening of the relationships with customers.

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Benchmarking: An International Journal, vol. 25 no. 9
Type: Research Article
ISSN: 1463-5771

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Traffic Safety and Human Behavior
Type: Book
ISBN: 978-1-78635-222-4

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Book part

John Hartley

Philosophers and political theorists have long warned of the “perils of dogmatism” for public discourse and identified intellectual humility as a necessary corrective…

Abstract

Philosophers and political theorists have long warned of the “perils of dogmatism” for public discourse and identified intellectual humility as a necessary corrective. Sufficient intellectual humility encompasses at least four elements: openness to error, recognition of bias, recognition of intellectual parity in interlocutors, and avoidance of recourse to authority. Religions seem to present obstacles on all four fronts, particularly when actors embody more conservative renderings of a given religion’s repertoire. As such, a case involving different groups of religious exclusivists engaging one another on topics that directly interact their deepest faith commitments and political visions presents a useful test case for our theories of intellectual humility. This chapter considers conservative protestants engaging in public discourse with Muslims about whether or not Muslim and Christian understandings of “loving God” and “loving neighbor” have sufficient overlap to support political cooperation. The results of the dialogue effort were a mixture of controversy and cooperation. For evangelicals, the engagement produced sharp conflict and yet helped to shift the community’s plausibility structures, opening further the possibility of fruitful public discourse and strategic action in cooperation with Muslims. The analysis suggests a conceptualization of practical intellectual humility that emphasizes recognition of the other.

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Religion, Humility, and Democracy in a Divided America
Type: Book
ISBN: 978-1-78973-949-7

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Article

Nicholas J. O’Shaughnessy

The use of direct mail in American political campaigns is examined. Direct mail has the capacity to attract and retain the loyalty of targeted groups, more so than other…

Abstract

The use of direct mail in American political campaigns is examined. Direct mail has the capacity to attract and retain the loyalty of targeted groups, more so than other mediums. The planning of a direct mail campaign and deficiencies in current direct mail strategies are also examined.

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European Journal of Marketing, vol. 22 no. 6
Type: Research Article
ISSN: 0309-0566

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Article

Matthew Tingchi Liu, Yongdan Liu, Ziying Mo and Kai Lam Ng

Travel websites allow tourists to share their thoughts, beliefs and experiences regarding various travel destinations. In this paper, the researchers demonstrated an…

Abstract

Purpose

Travel websites allow tourists to share their thoughts, beliefs and experiences regarding various travel destinations. In this paper, the researchers demonstrated an approach for destination marketing organisations to explore online tourist-generated content and understand tourists' perceptions of the destination image (DI). Specifically, the researchers initiated an investigation examining how the destination image of Macau changed during the period of 2014–2018 based on user-generated content on travel websites.

Design/methodology/approach

Web crawlers developed by Python were employed to collect tourists' reviews from both Ctrip and TripAdvisor regarding the theme of “Macau attraction”. A total of 51,191 reviews (41,352 from Ctrip and 9,839 from TripAdvisor) were collected and analysed using the text-mining technique.

Findings

The results reveal that the frequency of casino-related words decreased in reviews by both international and mainland Chinese tourists. Additionally, international and mainland Chinese tourists perceive the DI of Macau differently. Mainland Chinese tourists are more sensitive to new attractions, while international tourists are not. The study also shows that there are differences between the government-projected DI and the tourist-perceived DI. Only the “City of Culture” and “A World Centre of Tourism and Leisure” have built recognition with tourists.

Originality/value

Given the easy accessibility of online information from various sources, it is important for destination marketing organisations to analyse and monitor different DI perspectives and adjust their branding strategies for greater effectiveness. This study uncovered the online DI of Macau by using text mining and content analysis of two of the largest travel websites. By analysing and comparing the differences and relationships among the frequently used words of tourist-generated content on these websites, the researchers revealed some interesting findings with important marketing implications.

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Asia Pacific Journal of Marketing and Logistics, vol. 33 no. 2
Type: Research Article
ISSN: 1355-5855

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Book part

Philip S. Gorski

In 1967, Robert N. Bellah famously argued that there existed an “American Civil Religion,” which was distinct from churchly religion and captured the “transcendental”…

Abstract

In 1967, Robert N. Bellah famously argued that there existed an “American Civil Religion,” which was distinct from churchly religion and captured the “transcendental” dimension of the American project. In this chapter, I revisit the civil religion concept and reconstruct it along more Weberian lines. Specifically, I argue that the civil religion tradition is one of three competing traditions for thinking about the proper relationship between religion and politics in America; the other two are religious nationalism and liberal secularism. Whereas liberal secularism envisions a complete separation of the religious and political value spheres, and religious nationalism longs for their (re)unification, civil religion aims for a mediating position of partial separation and productive tension. Following Bellah, I argue that the two central strands of the civil religion tradition have been covenant theology and civic republicanism. The body of the chapter sketches out the development of the tradition across a series of national foundings and refoundings, focusing on the writings of leading civil theologians from John Winthrop and John Adams through Abraham Lincoln and John Dewey to Martin King and Barack Obama. The conclusion advances a normative argument for American civil religion – and against liberal secularism and religious nationalism. I contend that liberalism is highly inclusive but insufficiently solidaristic; that religious nationalism is highly solidaristic but insufficiently inclusive; and that only civil religion strikes a proper balance between individual autonomy and the common good.

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Rethinking Obama
Type: Book
ISBN: 978-0-85724-911-1

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Article

Gustavo Ferro and Ignacio Benito Amaro

Given the growing supply of wines and the large number of new consumers with purchasing power but lacking knowledge of the subtleties of high-quality wines, expert…

Abstract

Purpose

Given the growing supply of wines and the large number of new consumers with purchasing power but lacking knowledge of the subtleties of high-quality wines, expert opinions are used for consumers as proxies for quality. This study aims to determine the determinants of prices in top-quality wine market. The authors also seek to estimate the role for country of origin, grape, producing region and winery in prices. And, finally, the authors try to show how countries, regions and wineries can help increase their position in international rankings.

Design/methodology/approach

The authors try to answer: What factors explain the price of top-quality wines (defined as best rated in a standardized ranking)? To some extent, in the hands of producers influence prices, which imply long-term decisions or large investments in land and marketing. Other variables that consumer value does affect prices. The authors try also to detect undervalued or overvalued wines, grapes, regions, wineries or producer countries. The authors estimate an econometric model of hedonic prices using a 14-year sample of the Wine Spectator’s 100 top-rated wines for the American market between 2003 and 2016, totaling 1,400 observations. The sample is a great cross-section because each wine is unique.

Findings

The authors’ contribution is twofold: the determination of the price explanatory values and the identification and attribution of price differences by country, grape, region and winery. Also, the authors detected grapes, countries, regions and wineries which are overvalued or undervalued with respect to the average prediction of the model.

Research limitations/implications

The findings are useful to understand the role of price explanatory variables, as well as for making policy and managerial decisions. From the model, collective or managerial actions can be derived to increase particular wines’ positions in international rankings. The proxy for “quality” in the study is not the only possible definition.

Practical implications

In some cases, managerial choices could be conditioned by the policies or history. There is some room for collective action and public policies to improve regions’ and countries’ reputation.

Social implications

There are clear synergies for policies that can raise the prestige of countries and regions and their spillovers on the brand name reputation of individual wineries.

Originality/value

The results, policy and managerial implications are of interest for business, countries interested in improving their position in international rankings and for consumers to make more informed decisions.

Details

International Journal of Wine Business Research, vol. 30 no. 1
Type: Research Article
ISSN: 1751-1062

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