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Article
Publication date: 4 April 2008

Lloyd C. Harris and Chris Ezeh

This paper seeks better to conceptualise, operationalise and subsequently to test a multi‐dimensional and more social view of servicescape and the direct and moderated

Abstract

Purpose

This paper seeks better to conceptualise, operationalise and subsequently to test a multi‐dimensional and more social view of servicescape and the direct and moderated linkages with loyalty intentions.

Design/methodology/approach

A survey research method was used to study servicescapes in the context of UK restaurants.

Findings

In furtherance of conceptualisation efforts, a model is developed to evaluate the linear influences of nine servicescape variables on customers' loyalty intentions. Additionally, the model appraises the impact of personal and environmental factors which moderate the servicescape‐loyalty intentions relationship. Analysis of survey responses finds a number of significant associations with loyalty intentions.

Practical implications

The results of the study indicate that practitioners should reflect carefully on a range of servicescape variables and judiciously manage such factors to improve the extent to which consumers are likely to foster positive intentions to be loyal.

Originality/value

The paper contributes a multi‐dimensional and more social framework of servicescape that is subsequently operationalised and tested. It also supplies a measure of servicescape that future researchers may find useful.

Details

European Journal of Marketing, vol. 42 no. 3/4
Type: Research Article
ISSN: 0309-0566

Keywords

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Article
Publication date: 31 July 2009

Piyush Sharma, Rajiv Mathur and Abhinav Dhawan

The purpose of this paper is to explore the moderating influence of attitude toward offshore call centers (OCCs) and brand image of the service provider firm on the…

Abstract

Purpose

The purpose of this paper is to explore the moderating influence of attitude toward offshore call centers (OCCs) and brand image of the service provider firm on the relationships among perceived service quality (SQ), customer satisfaction (CS), complaint (CI) and repeat purchase (RP) intentions.

Design/methodology/approach

A total of 285 adult shoppers with prior experience with OCCs were recruited using mall‐intercept approach in a large mid‐Western city in the USA. A structured questionnaire was used to record their perceptions about their service provider using OCCs. Structural equation modeling was used to test the measurement and basic structural model, along with multi‐group analysis to test the moderating effects. Multiple moderated regression analysis was also used to verify the moderating effects.

Findings

As expected, SQ was found positively associated with CS, and CS was negatively associated with CI but positively with RP. Moreover, attitude toward OCC positively moderated the link between SQ and CS; brand image negatively moderated the link between CS and CI and positively moderated the link between CS and RP. All the hypotheses were supported.

Research limitations/implications

It was found that negative attitudes towards OCC result in feelings of dissatisfaction, increase in complaints and decrease in repeat purchases. However, customers are likely to complain less and continue to patronize for a more reputed service firm compared to a less reputed firm. This finding contradicts recent market reports, hence future research should investigate actual customer complaints and repeat purchases to confirm the moderating role of brand image.

Practical implications

Services firms using OCC should be aware that their customers have varying attitudes toward OCC. They should track these attitudes and their impact on customer complaint and repeat purchase behavior. They should also track and benchmark the service levels of their OCC with their own local call centers and those of the competitors. They could improve customer attitudes toward OCC by customer relationship management and improve the service standards through more training and empowerment of their OCC representatives.

Originality/value

This study is one of the first few empirical investigations of customer reactions to OCCs exploring the moderating influence of “Attitude toward OCC” and “Brand image” on the relationships among perceived service quality, customer satisfaction, complaint and repeat purchases. The findings provide useful insights to managers and researchers alike.

Details

Journal of Services Marketing, vol. 23 no. 5
Type: Research Article
ISSN: 0887-6045

Keywords

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Article
Publication date: 9 March 2012

Daniel Boduszek, Gary Adamson, Mark Shevlin and Philip Hyland

Social Identity Theory proposes that identity and thinking style are strongly related. Research also suggests that the process of depersonalization is responsible for…

Abstract

Purpose

Social Identity Theory proposes that identity and thinking style are strongly related. Research also suggests that the process of depersonalization is responsible for shifting from personal identity to social identity and assimilating group attitudes. The purpose of this study is to investigate the nature of personality in the relationship between criminal social identity and criminal thinking style.

Design/methodology/approach

The Measure of Criminal Attitudes, the Measure of Criminal Social Identity, and The Eysenck Personality Questionnaire was administrated to a sample of recidivistic male prisoners with learning difficulties (n=312).

Findings

Sequential moderated multiple regression analyses indicated the unique main effect of extraversion, psychoticism, in‐group affect, and in‐group ties on criminal thinking style. In terms of the moderating role of personality, the in‐group affect was more strongly associated with criminal thinking for low levels of extraversion, whereas high levels of extraversion moderated the positive relationship between in‐group ties and criminal thinking style.

Originality/value

The findings provide the first empirical support for the moderating role of personality in the relationship between criminal identity and criminal thinking style of offenders with learning difficulties.

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Article
Publication date: 5 June 2007

Mark M.H. Goode and Lloyd C. Harris

The current study aims to develop and extend existing research into online behavioural intentions of consumers' by proposing, operationalising, and testing a model of the…

Abstract

Purpose

The current study aims to develop and extend existing research into online behavioural intentions of consumers' by proposing, operationalising, and testing a model of the antecedents of behavioural intentions that models and evaluates how switching costs and inducements moderate the behavioural intentions of online shoppers.

Design/methodology/approach

The study employed a personally administered structured questionnaire to gather data regarding consumer's interpretations and evaluations of one specific website. A total of 296 completed questionnaires were analysed.

Findings

Analyses found support for the theoretical framework and uncovered strong links between a number of hypothesised antecedent and moderating factors and behavioural intentions.

Research limitations/implications

The study supplies an empirical contribution through conceptualising, and subsequently empirically verifying, a model of the antecedents and moderators of online behavioural intentions. Empirical contributions also stem from the findings of moderated associations as well as from the strength and magnitude of uncovered associative links. Finally the study also generates a more general contribution to existing knowledge of e‐loyalty.

Practical implications

The findings of the study also have numerous implications for practitioners. The moderated regression equation indicates that the exogenous factors studied explain nearly 68 per cent of variance in behavioural intentions. As such, the findings supply valuable insights into which factors practitioners should focus their attention to better tailor their approaches and content.

Originality/value

The value of the current study centres on the conceptual and empirical contributions regarding the moderation of links between antecedent factors and online behavioural intentions.

Details

European Journal of Marketing, vol. 41 no. 5/6
Type: Research Article
ISSN: 0309-0566

Keywords

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Article
Publication date: 13 September 2011

Changfeng Wang and Yan Han

The purpose of this paper is to unravel the complex linkages between properties of knowledge, firm's absorptive capacities, and innovation performance in China small and

Abstract

Purpose

The purpose of this paper is to unravel the complex linkages between properties of knowledge, firm's absorptive capacities, and innovation performance in China small and medium‐sized enterprises (SMEs).

Design/methodology/approach

The authors utilize moderated multiple regression (MMR) to explore the complex relationships by using the empirical data of Chinese information technology and electro‐communication firms during 2005‐2008.

Findings

The results show that only a few knowledge properties have negative effects on innovation performance. Most knowledge properties have a positive effect on innovation. The results also claim that the relationship between properties of knowledge and innovation performance is more pronounced when the firm has higher absorptive capacity.

Originality/value

The study indicates that properties of knowledge and absorptive capacity are two inseparable determinants for innovation performance, and absorptive capacity moderates the relationship between properties of knowledge and innovation performance.

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Article
Publication date: 1 March 1991

Upali A. Kumara, Yoshio Hara and Masakazu Yano

The impact of expatriates on recipient staff may be highly significant in technology transfer. However, the impact may vary according to the behavior pattern of…

Abstract

The impact of expatriates on recipient staff may be highly significant in technology transfer. However, the impact may vary according to the behavior pattern of expatriates as well as factors contingent upon the situation. Utilizing leadership theory under a contingent framework, the development of recipient staff was predicted in this study from the expatriate behavior characteristics. Several hypotheses on the performance improvement of recipient staff suggest the main effects of expatriate's consideration and structural characteristics, and moderating effects due to expatriate's language capability and recognition by the local staff. Data for testing these hypotheses were collected by administering a questionnaire. The results of basic multiple regression analysis indicated the influence of both consideration and structural characteristics of expatriates on performance improvement of the recipient staff. Also, results of the moderated multiple regression analysis suggested that the expatriate's consideration characteristics are highly effective in ameliorating possible negative effects of a low recognition for performance improvement of the recipient staff even when the expatriate is a poor communicator.

Details

International Journal of Commerce and Management, vol. 1 no. 3/4
Type: Research Article
ISSN: 1056-9219

Content available
Article
Publication date: 15 May 2020

Fatima Ghezali and Abdessamad Boudi

The purpose of this paper is to investigate the relationship between marketing mix (MM), information technology capabilities (ITCAP) and corporate entrepreneurship (CE)…

Abstract

Purpose

The purpose of this paper is to investigate the relationship between marketing mix (MM), information technology capabilities (ITCAP) and corporate entrepreneurship (CE). Additionally, the study has attempted to address the moderating influence of ITCAP on MM–CE relationship.

Design/methodology/approach

To achieve the objectives of the study, data was collected from managers working in the upper and middle departments in some major Algerian banks. To test the hypotheses of the study, simple regression and PROCESS macro with moderated multiple regression were used.

Findings

The results of the study revealed that the MM and ITCAP positively affect entrepreneurship, and the ITCAP of banks and their interaction with the MM contributed positively to promoting entrepreneurship for companies through the moderate influence of ITCAP on the relationship between the MM and CE.

Research limitations/implications

It is very difficult to present the generalization of the results of this study because some of the major banks mainly drove the study sample. Therefore, researchers are encouraged to test the proposed propositions further.

Practical implications

The results of the study suggested that policymakers in the banking sector in Algeria seriously consider developing the MM for its direct role in the CE. Specifically, the moderate role of ITCAP indicated that an effective alignment of the bank’s ITCAP with elements of the MM could enhance the entrepreneurship position of the bank. Therefore, it is necessary to pay attention to the importance of these factors to foster entrepreneurship in the services sector.

Originality/value

The role of MM in CE has been overlooked in the extant literature, especially in the emerging economies. In addition, this study extends the body of knowledge through evaluating the moderating role of ITCAP using the effect of interaction in PROCESS macro with moderated multiple regression for path analysis.

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Article
Publication date: 21 August 2007

José R. Goris

The purpose of this paper is to examine the moderating influence of communication satisfaction on the association between individual‐job congruence and both job…

Abstract

Purpose

The purpose of this paper is to examine the moderating influence of communication satisfaction on the association between individual‐job congruence and both job performance and job satisfaction.

Design/methodology/approach

Moderated regression analysis was used to assess data collected from 302 employees addressing the research variables of job scope, growth need strength, satisfaction with communication, job performance, and job satisfaction.

Findings

Satisfaction with communication received weak support as a moderator of the individual‐job congruence model; nevertheless, it received strong support as a main predictor of both performance and satisfaction.

Research limitations/implications

Low statistical power frequently reflected by moderated regression analysis may explain the weak support communication satisfaction received as a moderator. Different approaches for solving the presence of low power are discussed. On the other hand, the elusive venture of promoting and experiencing satisfaction with communication has been detected and the need for exploring the possible curvilinear effects of specific communication dimensions and organizational constructs on communication satisfaction is introduced.

Practical implications

Variables associated with human interaction may be dysfunctional at both extremes. For example, upward communication might have favorable and unfavorable consequences on satisfaction with communication. Thus, dealing with communication satisfaction may necessitate the adoption of a contingency approach.

Originality/value

The uniqueness of this research lies in its effort of exploring the moderating impact of communication satisfaction on the job characteristics model. The results encourage future research endeavors and particular management practices.

Details

Journal of Management Development, vol. 26 no. 8
Type: Research Article
ISSN: 0262-1711

Keywords

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Article
Publication date: 8 May 2009

Ajay K. Jain, Sabir I. Giga and Cary L. Cooper

This paper aims to investigate the role of work locus of control (WLOC) as a moderator of the relationship between employee wellbeing and organizational commitment.

Abstract

Purpose

This paper aims to investigate the role of work locus of control (WLOC) as a moderator of the relationship between employee wellbeing and organizational commitment.

Design/methodology/approach

The paper reports on a quantitative study of middle level executives from motor‐cycle manufacturing organizations based in Northern India. The focus of the paper is to examine the predictive ability of wellbeing and the moderating effect of WLOC in predicting organizational commitment.

Findings

The results suggest that wellbeing is negatively related to conditional continuance commitment, whereby employees consider the advantages associated with continued participation and costs associated with leaving, and normative commitment, whereby employees feel they have moral obligations to remain with the organization. The presence of an external WLOC has a positive impact on the relationship. Wellbeing, as represented by a hassle‐free existence, predicts positive affective commitment with a particular organization, and internal WLOC as represented by effort influences the relationship negatively.

Research limitations/implications

Although a cross‐sectional study, its findings have implications for contemporary leadership and organizational psychology research and practice, particularly with regard to understanding of employee commitment in a progressively changing environment.

Originality/value

Studies examining the role of WLOC as a moderator of the relationship between wellbeing and organizational commitment are limited particularly in the context of post‐liberalization, as is the case with the manufacturing industry in India.

Details

Leadership & Organization Development Journal, vol. 30 no. 3
Type: Research Article
ISSN: 0143-7739

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Article
Publication date: 16 January 2017

Wenxue Lu, Zhi Li and Siqi Wang

Justice, although well developed in the organisational field, has not been given adequate attention in the area of construction project dispute negotiations. Based on…

Abstract

Purpose

Justice, although well developed in the organisational field, has not been given adequate attention in the area of construction project dispute negotiations. Based on previous studies, the purpose of this paper is to more elaborately discuss whether each dimension of justice (distributive, procedural and interactional) is important for negotiators to cooperate in construction project dispute negotiation and whether their impact was moderated by the completeness of construction contract.

Design/methodology/approach

A survey of 164 prime negotiators from different construction projects was conducted. A stepwise multiple regression was employed to test the impact of each dimension of justice, and then a moderated multiple regression model was used to test the moderating effect of contract completeness.

Findings

The results indicated that, while distributive justice is related to cooperative behaviours, the impact of procedural justice and interactional justice also have great impact, and even more significantly related to cooperative behaviours. Moreover, while contractual obligatoriness positively moderates the relationship between procedural justice and cooperative behaviours, the term specificity negatively moderates the relationship between procedural and interactional justice and cooperative behaviours.

Research limitations/implications

First, the authors aimed to test the effect of justice on cooperative behaviours in construction dispute negotiations originally, but did not determine whether their relationship is mediated by any other factors. Second, contractual governance was chosen as the moderator; other factors may also influence behaviours in project dispute negotiations.

Practical implications

First, project dispute negotiators should not focus their attention solely on the distribution of the negotiation issues. For a cooperative approach, negotiators should also give strong consideration to whether their offers reflect procedural justice and whether their opponents are being treated fairly. Second, while contractual design may affect the frame surrounding the negotiations to help negotiators achieve an integrated outcome, they should give more attention to certain forms of justice.

Originality/value

In contrast to previous studies, the authors defined all three forms of justice in project dispute negotiations, and by adding all three forms of justice into the model, the authors attempted to investigate whether distributive, procedural and interactional justice were all related to cooperative behaviours in project dispute negotiations and to ascertain the extent to which each form of justice is important. Furthermore, the authors explored variations in the importance of each form of justice in negotiations under different contractual conditions.

Details

Engineering, Construction and Architectural Management, vol. 24 no. 1
Type: Research Article
ISSN: 0969-9988

Keywords

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