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Article
Publication date: 17 December 2021

Oyindamola Abiola Ajayi and Tsietsi Mmutle

The purpose of this paper is to explore how the communication of corporate social responsibility (CSR) contributes towards a favourable corporate reputation. It explores…

Abstract

Purpose

The purpose of this paper is to explore how the communication of corporate social responsibility (CSR) contributes towards a favourable corporate reputation. It explores the communication strategies and channels organisations deemed reputable by stakeholders use to achieve an effective CSR communication.

Design/methodology/approach

To achieve this, a qualitative content analysis using the directed approach was conducted on the textual CSR communication materials of ten reputable organisations in South Africa based on the 2018 South Africa Reptrak survey.

Findings

Result showed that seven out of ten organisations use both self-serving and society-serving motive in their CSR communication, while the other 3 use only the society serving motive. The informing strategy was also more evident in the CSR communication materials than the interactive strategy. In terms of the communication channels, the study found that organisations mainly utilise controlled channels for CSR communication.

Originality/value

The literature reviewed and the findings of this study reveal a gap between the theory and practice of CSR communication. This drives the need for organisations to research and tailor CSR communication based on stakeholders' unique characteristics and preferences. The paper also contributes to improving the knowledge on the role different CSR communication strategies and channels play in CSR communication.

Details

Corporate Communications: An International Journal, vol. 26 no. 5
Type: Research Article
ISSN: 1356-3289

Keywords

Content available
Article
Publication date: 31 May 2021

Rekha Dahiya and Dimpy Sachar

Role of digital channels in car buying has increased manifold and consumers are making significant use of various digital channels throughout the decision-making process…

Abstract

Purpose

Role of digital channels in car buying has increased manifold and consumers are making significant use of various digital channels throughout the decision-making process. However, there are very less number of studies available if one wishes to understand the specific reason(s) for the use of a particular digital channel of communication. This study deals with the identifications of the reason(s) leading towards the usage of particular digital channel of communication while buying a car.

Design/methodology/approach

Quantitative methodology was adopted for the study. A total of 10 digital channels namely the websites, social networking sites, YouTube, Smartphones, Online communities, Digital TV, Digital Outdoors, e-mails and others were considered in the study. Data was collected from 603 car buyers from Delhi using digital channels of communication.

Findings

The results of the study revealed that Website and YouTube were used for being compatible. Social networking sites, smartphones, digital outdoors and e-mails were used for being informative. Online communities were used for offering customers and experts' reviews. Digital TV was used for being easy to use.

Research limitations/implications

The study considers the respondents from Delhi only. A more representative sample covering various parts of the country would offer more relevant results for the marketers as digital divide existing between rural and urban India cannot be simply ignored.

Practical implications

The study reveals that car buyers are making ample usage of digital channels wherein website is the most used digital channel and smartphones are the most used digital devices used by the car buyers.

Social implications

Study also reveals that car buyers might use search engines to reach the marketer's website, so effective search engine optimization (SEO) strategies should be adopted. Important keywords used in the search engines should be used in the website as well as in the links.

Originality/value

Majority of the available studies use digital as an umbrella term for myriad digital channels. So understanding about the usage of specific channel of communication remains an under-researched area. Such understanding strengths and broadens the existing knowledge about technology mediated consumer behaviour especially in extended problem-solving product category.

Details

South Asian Journal of Marketing, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2719-2377

Keywords

Content available
Article
Publication date: 7 June 2021

Marta Frasquet, Marco Ieva and Cristina Ziliani

This paper analyses how the purchase channel and customer complaint goals affect the sequential choice of post–purchase complaint channels when customers experience a…

Abstract

Purpose

This paper analyses how the purchase channel and customer complaint goals affect the sequential choice of post–purchase complaint channels when customers experience a service failure followed by a service recovery failure (double deviation).

Design/methodology/approach

An online survey involving a scenario manipulation was conducted with 577 apparel shoppers. The study employs multi-group latent class analysis to estimate latent customer segments within both online and offline groups of shoppers and compare latent classes between the two groups.

Findings

The results show that the purchase channel has a lock-in effect on the complaint channel, which is stronger for offline buyers. Moreover, there is evidence of channel synergy effects in the case of having to complain twice: shoppers who complain in store in the first attempt turn to online channels in the second complaint attempt, and vice versa. Complaint goals shape the choice of complaint channels and define different shopper segments.

Originality/value

The present study is the first to adopt a cross-stage approach that analyses the dependencies between the purchase channel and the complaint channel used on two subsequent occasions: the first complaint after a service failure and the second following a service recovery failure.

Details

International Journal of Retail & Distribution Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0959-0552

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Article
Publication date: 2 April 2021

Yurong Yao and Peng Xu

This study focuses on understanding how channel features can affect people's intention to continue to use an electronic channel in public affairs and their recommendation…

Abstract

Purpose

This study focuses on understanding how channel features can affect people's intention to continue to use an electronic channel in public affairs and their recommendation behaviors. Specifically, three different channels are focused on: email, microblogs and online meetings.

Design/methodology/approach

A research model on an e-participation channel based on the channel-disposition framework was developed and an online survey was conducted to collect data from 397 individuals who used three e-participation channels to validate seven hypotheses.

Findings

The study found that information quality, channel interaction quality and the social appearance of other citizens all had a significant impact on users' intention to continue to use an electronic channel, which, in turn, affected their recommendation behaviors. However, the impact differed across the three e-participation channels. Information quality had a stronger impact on microblog and online meeting users' intention to continue to use these channels than on email users' intention to continue using email to participate in public affairs. Channel interaction quality had a stronger impact on email users' intention to continue to use email than on microblog and online meeting users' intention to continue to use these channels in public affairs.

Originality/value

This study helps better explain how various channels and their features can affect participants' use intentions and behaviors in e-participation. It also provides practical guidance for government to better manage e-participation channels and effectively engage citizens in public affairs.

Details

Information Technology & People, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0959-3845

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Article
Publication date: 1 December 2003

Ong Hway‐Boon and Cheng Ming Yu

One of the most significant implications of technological advances in the banking sector is the possibility of delivering banking services through electronic channels (e…

Abstract

One of the most significant implications of technological advances in the banking sector is the possibility of delivering banking services through electronic channels (e‐channels). E‐channels provide alternatives for faster delivery of banking services to a wider scope of customers. Nowadays, e‐channels have gained increasing popularity in delivering banking services. However, prior to the implementation of e‐channels, several factors and investment costs must be identified to ensure a more cost effective and efficient execution of e‐channel services. A survey is thus conducted to determine factors that are essential for the successful implementation of e‐channels by domestic commercial banks in Malaysia. Data were collected from primary sources and were analysed via frequency analysis and factor analysis. The results of the survey suggested that banks’ operation management is the main factor affecting the success of ATMs, PC and branch banking, while product innovation and knowledge development factors are found to have the most significant effect on the success of banking kiosks and phone banking respectively.

Details

International Journal of Bank Marketing, vol. 21 no. 6/7
Type: Research Article
ISSN: 0265-2323

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Article
Publication date: 7 June 2013

Khurram Altaf, Ahmad Majdi Abdul Rani and Vijay R. Raghavan

The purpose of this paper is to present a technique of fabricating profiled conformal cooling channels (PCCC) in an aluminium filled epoxy mould using rapid prototyping…

Abstract

Purpose

The purpose of this paper is to present a technique of fabricating profiled conformal cooling channels (PCCC) in an aluminium filled epoxy mould using rapid prototyping (RP) and rapid tooling (RT) techniques and to compare the cooling times for the moulds with circular and profiled channels experimentally. The cooling channels in injection mould tools have a circular cross section. In a PCCC, the cross sectional shape is so designed that the flat face surface of the channel facing the cavity follows the profile of the cavity. These types of channels can be manufactured through RP and RT techniques.

Design/methodology/approach

A part to be moulded was designed and modelled. Two moulds were then designed with the part cavity, one having a circular channel and the second with a profiled channel, both having the same cross sectional area for coolant flow. The channel patterns were designed with supports according to their position regarding height and distance from the cavity as designed earlier. Both channels have the same distance from the cavity wall. RP patterns were produced for both channels and part using the Thermojet 3D printer. The cooling channel and the moulded part patterns were then assembled as designed in the moulds. Moulding frames were fabricated with aluminium plates and the pattern was placed in the frames. Epoxy was poured on the pattern and then cured. The moulded part and the channel patterns embedded inside epoxy were melted out during the final curing cycle, leaving behind the circular‐ and profiled‐cooling channels in the moulds. For the cooling time measurement, injection moulding was done with moulds with circular and profiled channels. Moulded part temperature will be recorded by embedding thermocouples within the mould cavities.

Findings

A technique for the manufacture of cooling channels of different profiles in epoxy moulds was presented. Experimental analysis for temperature measurement for the moulded part with injection moulding process showed that PCCC mould has less cooling time then mould with circular channels.

Research limitations/implications

The technique presented is based on the metal‐filled epoxy materials used in RT and was obtained using a specific test part. Epoxy tooling can be a useful alternative of metallic mould to produce injection mould tools. A limitation for the epoxy moulds is that they have a limited life as compared with metallic moulds.

Originality/value

This is a new technique of manufacturing moulds with cooling channels using RP/RT techniques. Moulds with different channel cross sections can be manufactured using this technique.

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Article
Publication date: 1 January 2005

Göran Svensson

In the marketing literature it is often argued that corporations should pay attention to the needs and wants not only of their own customers, but also to those of their…

Abstract

Purpose

In the marketing literature it is often argued that corporations should pay attention to the needs and wants not only of their own customers, but also to those of their customers' customers. This is often referred to as “the marketing concept”. The objective is to revitalize the marketing concept beyond the traditional levels of manufacturers, suppliers, wholesalers, retailers, customers and consumers in marketing channels.

Design/methodology/approach

Conceptual discussion and approach are undertaken.

Findings

The term “spherical marketing concept” is coined. This term connects the distinct upstream and downstream levels of marketing channels, as well as reconnecting their indistinct subsequent and preceding levels.

Research limitations/implications

The dilemma with the common use of the marketing concept in the literature is that it fails to acknowledge the simultaneous connection of the components and interfaces between the upstream and downstream distinct levels from the start to the end of the marketing channels with the reconnection of the components and interfaces from the subsequent and preceding indistinct levels of the marketing channels. Further research efforts should be dedicated to bridge the start and end of distinct levels of marketing channels by way of the indistinct preceding and subsequent ones. Economic, social and ecological factors should be included.

Practical implications

It is not enough simply to match the supply and demand between the start and the end of marketing channels – a revitalization of the boundaries of the marketing concept towards a total circulation approach is necessary. Best practice tends to be more and more aware and skilful in this respect.

Originality/value

The spherical marketing concept contributes to pin‐point the importance of the seamlessness, sustainability and total circulation of components and interfaces in marketing channels. It also contributes to place current theories and practices in perspective for the future.

Details

European Journal of Marketing, vol. 39 no. 1/2
Type: Research Article
ISSN: 0309-0566

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Book part
Publication date: 26 October 2012

William Ocasio

This chapter first examines the role of attention in the garbage can model of decision making and compares it both to prior approaches in the Carnegie School tradition and…

Abstract

This chapter first examines the role of attention in the garbage can model of decision making and compares it both to prior approaches in the Carnegie School tradition and the attention-based view of the firm. Both the garbage can model and the attention-based view rely on the same assumption, one that is rarely recognized nor understood – that organizational decision making is characterized by situated attention, where organizational participants vary across time and place in what they attend to. In the garbage can model, decision opportunities are the temporal contexts for situated attention; in the attention-based view, attention is situated in both time and place within the organization's communication channels. In the garbage can, situated attention is also shaped by the ecology of problems and opportunities competing for attention. The final part examines the determinants and consequences of tight versus loose coupling of channels in organizations and its effects on participants’ situated attention. Attention structures external to channels and the architecture of channel structures shape the degree of coupling found in organizations. In viewing coupling as a variable, the chapter suggests that a modified garbage can model, combined with an increased focus on situated attention, provides the foundations for a more general theory of nonroutine decision making.

Details

The Garbage Can Model of Organizational Choice: Looking Forward at Forty
Type: Book
ISBN: 978-1-78052-713-0

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Book part
Publication date: 26 November 2020

Özge Adan Gök

Besides having an important place in the daily lives of today’s consumers, technology impacts consumer behavior in variety of ways such as giving direction to their buying…

Abstract

Besides having an important place in the daily lives of today’s consumers, technology impacts consumer behavior in variety of ways such as giving direction to their buying behavior, changing the characteristics that they expect from a product and the value they perceive, and influencing their satisfaction about the product. When omnichannel marketing is analyzed in this respect, it is an important issue that should be considered for the success of the marketing activities of the enterprises. This chapter will explain the single channel first and then multichannel marketing and omnichannel marketing concepts. The potential effects of omnichannel usage on issues about consumer behavior such as brand loyalty, customer satisfaction, perceived brand value, and buying behavior will be explained in detail. Then, the characteristics of the consumers using omnichannel and the factors affecting the success of these continents in terms of both consumers and businesses will be discussed. In this chapter, omnichannel marketing application examples will also be discussed in detail.

Details

Managing Customer Experiences in an Omnichannel World: Melody of Online and Offline Environments in the Customer Journey
Type: Book
ISBN: 978-1-80043-389-2

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Book part
Publication date: 29 June 2017

Jeffery Sobal

Food system channels are proposed to be major components of the larger food system which influence health and illness.

Abstract

Purpose

Food system channels are proposed to be major components of the larger food system which influence health and illness.

Methodology/approach

Food system channels are defined, discussed in relationship to other food system components, considered in terms of historical food system changes, examined in relationship to wellbeing and disease, and proposed to have useful applications.

Findings

Food system channels are broad, organized, and integrated pathways through which foods and nutrients pass. Channels are larger in scale and scope than previously described food system structures like chains, stages, sectors, networks, and others. Four major types of contemporary Western food system channels differ in their underlying values and health impacts. (1) Industrialized food channels are based on profit as an economic value, which contributes to a diversity of inexpensive foods and chronic diseases. (2) Emergency food channels are based on altruism as a moral value, and try to overcome gaps in industrialized channels to prevent diseases of poverty. (3) Alternative food channels are based on justice and environmentalism as ethical values, and seek to promote wellness and sustainability. (4) Subsistence food channels are based on self-sufficiency as a traditional value, and seek self-reliance to avoid hunger and illness. Historical socioeconomic development of agricultural and industrial transitions led to shifts in food system channels that shaped dietary, nutritional, epidemiological, and mortality transitions.

Implications

Food system channels provide varying amounts of calories and types of nutrients that shape wellbeing and diseases. Sociologists and others may benefit from examining food system channels and considering their role in health and illness.

Details

Food Systems and Health
Type: Book
ISBN: 978-1-78635-092-3

Keywords

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