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1 – 10 of 31
Article
Publication date: 7 April 2020

Sanjit Kumar Roy, Vaibhav Shekhar, Ali Quazi and Mohammed Quaddus

The purpose of the study is to investigate the role of service convenience in the relationship between organizational characteristics (such as brand equity, store ambiance, store…

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Abstract

Purpose

The purpose of the study is to investigate the role of service convenience in the relationship between organizational characteristics (such as brand equity, store ambiance, store layout, customer information and employee responsiveness) on customer engagement behaviors (CEBs), including service improvement, customer cooperation, positive word-of-mouth and customer helping customers. It examines two research models, with service convenience as a separate antecedent of CEBs (model A) and as a mediating variable between organizational characteristics and CEBs (model B).

Design/methodology/approach

Using a positivist paradigm, data were collected from 384 respondents representing the existing customers of grocery retailers based in India via a survey instrument. Data were analyzed using partial least squares (PLS) path modeling.

Findings

Results demonstrate service convenience as a motivational driver of CEBs. Results also show that the organizational characteristics significantly influence service convenience which in turn impacts CEBs.

Practical implications

The findings have important implications for store managers in effective management of customers' time and effort in terms of saving customers' time and effort as well as motivating customers to elicit their engagement behaviors.

Originality/value

The originality of this paper lies in identifying the impact of organizational characteristics in helping customers to save time and effort in their shopping activities and thereby elicit various types of CEBs. The paper also adds to knowledge by examining the role of service convenience in the nexus between organizational characteristics and CEB types.

Details

Journal of Service Theory and Practice, vol. 30 no. 2
Type: Research Article
ISSN: 2055-6225

Keywords

Content available
Article
Publication date: 29 November 2019

Sanjit Kumar Roy, Harjit Sekhon and Bang Nguyen

750

Abstract

Details

Journal of Service Theory and Practice, vol. 29 no. 5/6
Type: Research Article
ISSN: 2055-6225

Article
Publication date: 8 May 2017

M.S. Balaji, Sanjit Kumar Roy and Ali Quazi

The purpose of this paper is twofold: first, to determine the role of emotions in customer evaluation of service failures; and second, to examine how customers’ emotion regulation…

4427

Abstract

Purpose

The purpose of this paper is twofold: first, to determine the role of emotions in customer evaluation of service failures; and second, to examine how customers’ emotion regulation impacts customer satisfaction and behavioural responses (e.g. repurchase intentions and negative word-of-mouth).

Design/methodology/approach

A scenario-based survey was used to elicit responses in a hospitality setting. Structural equation modelling and hierarchical regression analysis were used to test the proposed hypotheses.

Findings

Results show that both positive and negative emotions mediate the relationship between perceived injustice and customer satisfaction. The emotion regulation of customers through suppression and reappraisal influences the effects of satisfaction on both negative word-of-mouth and repurchase intentions.

Practical implications

This study advances service managers’ understanding of customer experience during service failure by demonstrating how emotion regulation influences customer response behaviours. With a better understanding of customers’ emotion regulation strategies, managers and frontline employees can more effectively develop and execute recovery strategies which adapt to customer emotions while eliciting more satisfying outcomes.

Originality/value

This research is one of the first to examine the moderating role of customers’ emotion regulation strategies in determining their behavioural responses. Conducted in the hospitality services context, this study provides support for relationships among perceived injustice, customer emotions, emotion regulation, customer satisfaction, negative word-of-mouth and repurchase intentions.

Details

European Journal of Marketing, vol. 51 no. 5/6
Type: Research Article
ISSN: 0309-0566

Keywords

Article
Publication date: 24 May 2018

Sanjit Kumar Roy, Rik Paul, Ali Quazi and Bang Nguyen

The purpose of this paper is to develop and validate a scale for measuring consumers’ perceived service value in the Indian retail banking services. This purpose is rooted in the…

Abstract

Purpose

The purpose of this paper is to develop and validate a scale for measuring consumers’ perceived service value in the Indian retail banking services. This purpose is rooted in the absence of consensus on what constitutes service value and how to measure such value in the above context.

Design/methodology/approach

The scale development procedure comprised qualitative and quantitative approaches. A list of possible measurement items was compiled based on literature review and expert opinion through focus groups. Data were collected from a sample of 442 respondents representing the Indian retail banking sector using survey instrument and were analyzed using the structural equation modeling.

Findings

The study revealed a seven-dimensional scale for measuring service which includes service equity, service quality, customer intimacy, product leadership, operational effectiveness, customer communication, and perceived sacrifice. Thus, the scale emerging from this study is consistent with established scales and is applicable to the Indian retail services setting. This study contributes to the knowledge gap by confirming that the west-centric service value measurement scale is moderately applicable to the services sector in India.

Originality/value

This research is a direct response to calls from the leading marketing pundits to explore the validity and applicability of the existing marketing constructs and models originated in the west to Indian markets. Keeping in mind the established service value measurement scale, this study develops and validates a seven-dimensional scale for measuring service value in an Indian setting with novel sub-dimensions.

Details

International Journal of Bank Marketing, vol. 36 no. 4
Type: Research Article
ISSN: 0265-2323

Keywords

Article
Publication date: 11 December 2019

Aman Abid, Paul Harrigan and Sanjit Kumar Roy

The purpose of this paper is to test the influence of various content cues and characteristics on the followers’ online expressions of relationship quality. Second, the research…

2304

Abstract

Purpose

The purpose of this paper is to test the influence of various content cues and characteristics on the followers’ online expressions of relationship quality. Second, the research aims to understand the moderating effects of content curation.

Design/methodology/approach

The sample comprised of 100 posts and 29,000 comments that were sourced from the Facebook pages of the Democratic Party and the Republican Party. The content was coded using the prior literature. Comments were manually coded using a deductive approach and captured the dimensions of relationship quality. Multiple regression was used to confirm the hypotheses.

Findings

Visuals, content popularity, volume of comments and content’s length have a positive effect on voters’ expressions of relationship quality. However, source credibility, argument quality, valence and interactivity did not have an impact. Additionally, content curation negatively moderated the effects of length and interactivity on expressions of relationship quality.

Practical implications

The findings emphasise the use of peripheral cues rather than the central route. Curating interactive and lengthy content should be avoided, however, curation of images and videos is well received.

Originality/value

The research contributes to the literature by understanding the role of marketer-generated content in building online relationships. Additionally, it explores the distinct impacts of created and curated content.

Details

Marketing Intelligence & Planning, vol. 38 no. 6
Type: Research Article
ISSN: 0263-4503

Keywords

Article
Publication date: 11 April 2016

M.S. Balaji, Sanjit Kumar Roy and Khong Kok Wei

Given the role of communication in relationship development and maintenance, the purpose of this study is to examine the multidimensional nature of relationship communication and…

3515

Abstract

Purpose

Given the role of communication in relationship development and maintenance, the purpose of this study is to examine the multidimensional nature of relationship communication and examine its association with customers’ cognitive and affective states (consisting of trust, intimacy and image) and relationship commitment.

Design/methodology/approach

A set of hypotheses is developed based on review of the literature. The hypotheses are tested empirically using partial least square path modelling on survey data collected from users of retail banking services.

Findings

Results show that relationship communication is a second-order construct consisting of the first-order factors of clarity, pleasantness, responsiveness and language. The findings suggest that service firm’s communications influence customers’ cognitive and affective states, which, in turn, affects customer’s commitment towards the firm.

Practical implications

The study provides useful insights to both researchers and practitioners on the role of relationship communication in relationship development and maintenance. Through investigation of the relationship communication dimensions, an optimum communication mix can be achieved to deliver messages in an effective way to the customers.

Originality/value

The contribution of the study lies in proposing and testing relationship communication as a higher-order construct and explicating its role in developing committed customers.

Details

Journal of Services Marketing, vol. 30 no. 2
Type: Research Article
ISSN: 0887-6045

Keywords

Content available
Article
Publication date: 8 June 2012

Sanjit Kumar Roy

382

Abstract

Details

International Journal of Bank Marketing, vol. 30 no. 4
Type: Research Article
ISSN: 0265-2323

Article
Publication date: 6 February 2017

Xiaoyu Yu, Sanjit Kumar Roy, Ali Quazi, Bang Nguyen and Yuqing Han

For entrepreneurs operating in an Internet-of-Things (IoT) environment, it is essential to monitor more systematically, both the interaction with the consumers and the sharing of…

4592

Abstract

Purpose

For entrepreneurs operating in an Internet-of-Things (IoT) environment, it is essential to monitor more systematically, both the interaction with the consumers and the sharing of information among the consumers. The purpose of this paper is to identify the antecedents of word-of-mouth (WOM) in the online SME’s context in terms of consumers “citing the site” to peers in personal communications. A research model integrates the determinants of retail website-specific positive WOM communication, and proposes that WOM about a particular website is influenced by: site-level variables, that is, website quality and interactivity; and consumer-level variables, these being the site user’s satisfaction with and commitment to the website. The research advances the study of IoT entrepreneurship.

Design/methodology/approach

Data were collected from graduate and undergraduate students with business and entrepreneurship majors from a reputed school in the Northeast region of the USA, using an online survey. The hypotheses were then tested with SEM using AMOS 18.0.

Findings

Findings suggest that in an IoT context, WOM is influenced by a variety of factors of which the e-satisfaction and attitude toward website constructs play important roles. The study highlights the importance of the e-satisfaction construct and its metrics. E-satisfaction is not only a critical outcome metric, but also a primary predictor of customer e-loyalty, measured in terms of the customer’s positive attitude, stickiness and propensity to spread positive WOM.

Originality/value

The paper contributes to the entrepreneurship and IoT literature with a comprehensive framework of information sharing, interactivity and WOM, showing that specific antecedents drive consumers to cite and advocate for a website to fellow customers. The framework helps retail SME entrepreneurs in the IoT context to design appropriate strategies to influence website visitors’ endorsement of the site to fellow customers.

Details

Internet Research, vol. 27 no. 1
Type: Research Article
ISSN: 1066-2243

Keywords

Article
Publication date: 5 October 2015

Sanjit Kumar Roy and M S Balaji

The role of service quality in fostering the growth of online financial services has received much attention in the academic and practitioner communities. In this context the…

1296

Abstract

Purpose

The role of service quality in fostering the growth of online financial services has received much attention in the academic and practitioner communities. In this context the purpose of this paper is to explore the underlying dimensions of perceived service quality in the online financial services context and develop a scale for measuring online financial service quality (i.e. OFSQ).

Design/methodology/approach

The present study anchors in Grönroos’s (1984) service quality model and DeLone and McLean’s (2003) information systems (IS) success model in developing a multidimensional multi-item scale for measuring OFSQ. Accepted scale development method was employed to identify the OFSQ dimensions. Exploratory and confirmatory factor analysis was employed to analyze the data.

Findings

OFSQ consists of five dimensions which are convenience quality, functionality, interaction quality, information quality, and image quality. The OFSQ scale exhibits adequate degree of validity and reliability.

Practical implications

OFSQ instrument developed in this study enable service managers to accurately measure service quality and benchmark it to competitors that could help the service provider to improve their service performance level. These findings will provide the managers with a bird’s eye view of the levers for improving and managing the perceived quality of the online financial services in customer’s minds.

Originality/value

The contribution of this study lies in the identification of perceived service quality dimensions in the online financial services context by integrating two theoretical models, i.e. Grönroos’s (1984) service quality model and DeLone and McLean’s (2003) IS success model.

Details

Marketing Intelligence & Planning, vol. 33 no. 7
Type: Research Article
ISSN: 0263-4503

Keywords

Article
Publication date: 8 July 2014

James F. Devlin, Sanjit Kumar Roy and Harjit Sekhon

The purpose of this article is to derive, test and validate a comprehensive, inclusive measure of perceptions of fairness in consumers of financial services, as current attempts…

2605

Abstract

Purpose

The purpose of this article is to derive, test and validate a comprehensive, inclusive measure of perceptions of fairness in consumers of financial services, as current attempts to measure fairness in a broad-based multi-dimensional manner are underdeveloped.

Design/methodology/approach

A quantitative approach where a large-scale sample of the perceptions of financial services consumers is taken in three periods. Subsequently, exploratory and confirmatory factor analysis are used to analyse the data.

Findings

Fairness comprises three distinct but related elements, namely, procedural, interactional and distributive fairness, and further sub-dimensions are also apparent. The measurement scale exhibits a high degree of validity and reliability and represents a robust measure of fairness perceptions.

Research limitations/implications

Previous conceptual suppositions as to the multi-dimensional nature of fairness are strongly supported. A comprehensive scale is provided for fellow researchers to utilise in other settings. The main limitation is that the measures were tested in a single context, although this is offset by the large scale of the pilot exercise and multiple waves of data collection.

Practical implications

Perceptions of fairness can be measured accurately and tracked, measures for sub-dimensions of fairness can be compared and differences among sectors and demographic segments can be explored. Perceptions of fairness can be related to factors such as trust and purchase intentions in addition to other attitudinal measures.

Originality/value

The fairness measure developed, tested and validated here is the most comprehensive, multi-dimensional measure of fairness available that the authors know of. As such, it represents a valuable conceptual contribution to the assessment of perceptions of fairness.

Details

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

Keywords

1 – 10 of 31