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Article
Publication date: 19 June 2020

Igor Linkov, Savina Carluccio, Oliver Pritchard, Áine Ní Bhreasail, Stephanie Galaitsi, Joseph Sarkis and Jeffrey M. Keisler

Value chain analyses that help businesses build competitive advantage must include considerations of unpredictable shocks and stressors that can create costly business…

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1346

Abstract

Purpose

Value chain analyses that help businesses build competitive advantage must include considerations of unpredictable shocks and stressors that can create costly business disruptions. Enriching value chain analysis with considerations of system resilience, meaning the ability to recover and adapt after adverse events, can reduce the imposed costs of such disruptions.

Design/methodology/approach

The paper provides a perspective on resilience as both an expansion and complement of risk analysis. It examines applications of both concepts within current value chain literature and within supply chain literature that may inform potential directions or pitfalls for future value chain investigations. Established frameworks from the broader field of resilience research are proposed for value chain resilience analysis and practice.

Findings

The synthesis reveals a need to expand value chain resilience analysis to incorporate phases of system disruption. Current explorations in the literature lack an explicit acknowledgement and understanding of system-level effects related to interconnectedness. The quantification methods proposed for value chain resilience analysis address these gaps.

Originality/value

Using broader resilience conceptualizations, this paper introduces the resilience matrix and three-tiered resilience assessment that can be applied within value chain analyses to better safeguard long-term business feasibility despite a context of increasing threats.

Details

Management Research Review, vol. 43 no. 12
Type: Research Article
ISSN: 2040-8269

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Article
Publication date: 5 February 2018

Kay Grieves and Oliver Pritchard

The purpose of this paper is to share the ways in which student and learning support at the University of Sunderland has embedded and matured a new outcome-centered…

Abstract

Purpose

The purpose of this paper is to share the ways in which student and learning support at the University of Sunderland has embedded and matured a new outcome-centered performance model – the Quality Model – in order to create an agile evidence-base of value, outcome and impact evidence. The authors will also share how, having established the fundamental principles regarding value and impact capture in our library setting, the concepts and approaches have also been developed and applied successfully within the context of multi-converged service delivery across the wider student and learning support service, using the AMOSSHE Value and Impact Toolkit.

Design/methodology/approach

The authors’ approach will be illustrated with two case studies, the first focusing on the university library services and the second on the student counseling service.

Findings

The findings will reveal that by establishing an outcome-focused model, the authors have been able to apply it across a converged service in order to generate the evidence required to articulate the value and impact of our key service objectives.

Originality/value

As a performance approach, the Quality Model is an original concept in that it is a self-formed model designed to meet the strategic needs of the University of Sunderland. It differs from many performance models in that it is founded on a holistic approach to service culture and customer-relationship management and is based upon strategic marketing principles. The AMOSSHE Toolkit is a pre-existing toolkit which is fully referenced in the paper. The Quality Model and AMOSSHE Toolkit are of particular relevance as many higher education services are increasingly challenged to demonstrate their value and impact and the outcomes their services deliver. This calls for a strategic approach to managing qualitative evidence. Therefore, although bespoke, the approach is transferable to the strategic priorities of other HE settings.

Details

Performance Measurement and Metrics, vol. 19 no. 1
Type: Research Article
ISSN: 1467-8047

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Article
Publication date: 8 February 2013

Svein Ottar Olsen, Ana Alina Tudoran, Karen Brunsø and Wim Verbeke

This study aims to address the role of habit strength in explaining loyalty behaviour.

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4976

Abstract

Purpose

This study aims to address the role of habit strength in explaining loyalty behaviour.

Design/methodology/approach

The study uses 2,063 consumers' data from a survey in Denmark and Spain, and multigroup structural equation modelling to analyse the data. The paper describes an approach employing the psychological meanings of the habit construct, such as automaticity, lack of awareness or very little conscious deliberation.

Findings

The findings suggest that when habits start to develop and gain strength, less planning is involved, and that the loyalty behaviour sequence mainly occurs guided by automaticity and inertia. A new model with habit strength as a mediator between satisfaction and loyalty behaviour provides a substantial increase in explained variance in loyalty behaviour over the traditional model with intention as a mediator.

Originality/value

This study contributes to the existent literature by providing an extension of the prevalent consumer loyalty theorizing by integrating the concept of habit strength and by generating new knowledge concerning the conscious/strategic and unconscious/automatic nature of consumer loyalty. The study derives managerial implications on how to facilitate habit formation and how to influence habit‐based versus intention‐based loyalty behaviour. The external validity of this study is assured by nationwide representative samples in two countries.

Details

European Journal of Marketing, vol. 47 no. 1/2
Type: Research Article
ISSN: 0309-0566

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Article
Publication date: 1 June 2004

Steven A. Taylor, Kevin Celuch and Stephen Goodwin

This study involved a nation‐wide sample of industrial customers of heavy equipment manufacturers. The results suggest that brand equity and trust are consistently the…

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48278

Abstract

This study involved a nation‐wide sample of industrial customers of heavy equipment manufacturers. The results suggest that brand equity and trust are consistently the most important antecedents to both behavioral and attitudinal forms of customer loyalty. There is also evidence that the models underlying the formation of behavioral versus attitudinal forms of customer loyalty may vary across research settings. The results suggest that industrial equipment marketers may consider moving beyond a focus on satisfaction in relationship marketing strategies toward integrated strategies that foster brand equity and trust in their customer base as well.

Details

Journal of Product & Brand Management, vol. 13 no. 4
Type: Research Article
ISSN: 1061-0421

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Article
Publication date: 1 July 2002

Carolyn Folkman Curasi and Karen Norman Kennedy

Research in customer satisfaction over the past decade has lead to a much richer understanding of service quality and customer expectations. In trying to untangle the…

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4250

Abstract

Research in customer satisfaction over the past decade has lead to a much richer understanding of service quality and customer expectations. In trying to untangle the linkage between satisfied customers and long‐term success for the organization, however, attention has evolved from a focus on customer satisfaction to a realization that retaining customers and developing loyalty are essential for organizational success. This interpretive investigation focuses on customer retention and loyalty in an effort to understand better these variables in the context of service organizations. In so doing we review the rise of managerial concern for customer retention and loyalty and examine the definitions and relationships of these constructs. Then, to develop a richer understanding of repeat buyers, semi‐structured interviews were conducted with consumers identifying themselves as “loyal”. A typology of loyalty is offered consisting of five levels of repeat buyers, ranging from “prisoners” to “apostles”. Additionally, the managerial implications of this typology are discussed.

Details

Journal of Services Marketing, vol. 16 no. 4
Type: Research Article
ISSN: 0887-6045

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Article
Publication date: 26 April 2011

Rujirutana Mandhachitara and Yaowalak Poolthong

This paper aims to examine the roles of corporate social responsibility (a non service‐related concept) and perceived service quality (a service‐related concept) in…

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20084

Abstract

Purpose

This paper aims to examine the roles of corporate social responsibility (a non service‐related concept) and perceived service quality (a service‐related concept) in determining the attitudinal and behavioral loyalty of customers in the retail banking sector in Bangkok, Thailand.

Design/methodology/approach

The study is quantitative in nature using the responses of 275 bank customers who answered a survey questionnaire. Data analysis was performed using partial least squares (PLS), a variance‐based structural equation modeling method.

Findings

The results of the study demonstrate that corporate social responsibility (CSR) has a significantly strong and positive association with attitudinal loyalty. Perceived service quality mediated the relationship between CSR and repeat patronage intentions (behavioral loyalty). Direct effects were reported between perceived service quality and both attitudinal and behavioral loyalty. A positive relationship between attitudinal and behavioral loyalty was demonstrated.

Research limitations/implications

While the results are clear and have strong salience for the retail banking industry, future research should take into account the specific industry context within the national culture.

Practical implications

The study provides a set of findings relating to CSR initiatives and perception of service quality that could be readily incorporated into banks' corporate strategic plans.

Originality/value

The paper demonstrates an empirical operationalization of CSR initiatives measured from the customers' point of view, and from which banks could learn for corporate strategy development.

Details

Journal of Services Marketing, vol. 25 no. 2
Type: Research Article
ISSN: 0887-6045

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Article
Publication date: 8 February 2016

Alice Audrezet, Svein Ottar Olsen and Ana Alina Tudoran

The purpose of this study is to evaluate a bidimensional tool to measure overall service satisfaction: the evaluative space grid (GRID scale). The GRID scale provides a…

Abstract

Purpose

The purpose of this study is to evaluate a bidimensional tool to measure overall service satisfaction: the evaluative space grid (GRID scale). The GRID scale provides a common measure for both positivity and negativity through 25 grid cells. The authors propose to use the GRID scale as an integrated measure of both satisfaction and dissatisfaction to capture mixed reactions or ambivalence.

Design/methodology/approach

Within a cross-sectional between-subjects survey design, this study compares overall satisfaction with bank services as measured on the GRID scale versus a traditional semantic differential (SD) scale.

Findings

The results show that the GRID scale performs as well as the SD scale with respect to different criteria, such as reliability and discriminant, convergent, nomological and predictive validity. However, it allows to measure separately indifference and ambivalence.

Practical implications

Such a distinction assists decision-makers with recommendations on different strategies not only to create customer loyalty based on satisfaction but also to encourage them to think how to decrease the levels of dissatisfaction and ambivalence.

Originality/value

The GRID scale would address survey needs of every business suffering from average performances. This tool provides them better in-depth overall satisfaction information, especially regarding the “middle-ground” customers.

Details

Journal of Services Marketing, vol. 30 no. 1
Type: Research Article
ISSN: 0887-6045

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Article
Publication date: 31 August 2012

Abdullah Alam, M. Usman Arshad and Sayyed Adnan Shabbir

The purpose of this paper is to study brand credibility, customer loyalty and the impact of religious orientation in the Pakistani setting.

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4105

Abstract

Purpose

The purpose of this paper is to study brand credibility, customer loyalty and the impact of religious orientation in the Pakistani setting.

Design/methodology/approach

In a study of 263 respondents, exploratory and confirmatory factor analyses were conducted in order to check the fit of the data and the presence of common method variance. Correlation and hierarchical regression analysis was performed to evaluate the hypothesized relationships between the variables.

Findings

Significant and positive relationships were observed between trustworthiness and brand credibility, perceived quality and brand credibility, brand credibility and customer loyalty, religious orientation and customer loyalty. Brand credibility was also found to mediate the relationship between trustworthiness, perceived quality and customer loyalty. Religious orientation was observed to moderate the relationship between trustworthiness and brand credibility.

Originality/value

The paper evaluates brand credibility and customer loyalty in relation to trustworthiness and perceived value in a Pakistani setting. Religious orientation is a term coined up for this research and its impact as a moderator is also evaluated.

Details

Asia Pacific Journal of Marketing and Logistics, vol. 24 no. 4
Type: Research Article
ISSN: 1355-5855

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Article
Publication date: 5 February 2018

Li Xiang, Xiabing Zheng, Kem Z.K. Zhang and Matthew K.O. Lee

The purpose of this paper is to integrate broaden theoretical perspectives in the investigation of the key antecedents of consumers’ continuous review contribution…

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2131

Abstract

Purpose

The purpose of this paper is to integrate broaden theoretical perspectives in the investigation of the key antecedents of consumers’ continuous review contribution behavior on restaurant guide online opinion platforms (OOPs). Integrating both rational and relational theoretical perspectives with an extension of the investment model, a research model was proposed to explain what factors influence consumers’ intention to continuously contribute electronic WOM (eWOM) on OOPs.

Design/methodology/approach

The research model was empirically tested with an online survey study of 438 eWOM contributors from a leading Chinese restaurant guide OOP, Dianping.com.

Findings

The results indicated that satisfaction, affective commitment, and continuance commitment were key determinants of consumers’ continuance intention to contribute eWOM on the platform. Satisfaction was driven by concern for other consumers, social benefits, platform assistance, and venting negative feelings. Quality of alternatives and investment size significantly affected continuance commitment.

Research limitations/implications

The selection of respondents is bound to the China area within a particular OOP, although the chosen OOP is a leading one in China. In addition, this study focuses on the perspective of commitment, but some social factors are neglected.

Originality/value

This paper provides an integrated theoretical framework to explore the factors determining consumers’ continuance intention to contribute restaurant reviews on OOPs. From both rational and relational theoretical perspectives, the proposed model reveals the factors that encourage consumers to continue contributing eWOM on OOPs.

Details

Industrial Management & Data Systems, vol. 118 no. 1
Type: Research Article
ISSN: 0263-5577

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Article
Publication date: 1 March 1999

Allan Metz

President Bill Clinton has had many opponents and enemies, most of whom come from the political right wing. Clinton supporters contend that these opponents, throughout the…

Abstract

President Bill Clinton has had many opponents and enemies, most of whom come from the political right wing. Clinton supporters contend that these opponents, throughout the Clinton presidency, systematically have sought to undermine this president with the goal of bringing down his presidency and running him out of office; and that they have sought non‐electoral means to remove him from office, including Travelgate, the death of Deputy White House Counsel Vincent Foster, the Filegate controversy, and the Monica Lewinsky matter. This bibliography identifies these and other means by presenting citations about these individuals and organizations that have opposed Clinton. The bibliography is divided into five sections: General; “The conspiracy stream of conspiracy commerce”, a White House‐produced “report” presenting its view of a right‐wing conspiracy against the Clinton presidency; Funding; Conservative organizations; and Publishing/media. Many of the annotations note the links among these key players.

Details

Reference Services Review, vol. 27 no. 1
Type: Research Article
ISSN: 0090-7324

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