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Article
Publication date: 15 July 2022

Taeyoung Kim, Jing Yang and Myungok Chris Yim

This research aims to understand consumer responses to corporate social responsibility (CSR) during an unprecedented public health crisis. Specifically, two studies were…

Abstract

Purpose

This research aims to understand consumer responses to corporate social responsibility (CSR) during an unprecedented public health crisis. Specifically, two studies were conducted to investigate how companies’ different CSR initiatives in the early stage of COVID-19 would influence consumers’ advocacy intention according to their focus (i.e. targets of institutional CSR). The first study examined the moderating role of individuals’ CSR expectancy on the effects of companies’ CSR initiatives on consumers’ brand advocacy intention. The second study further extends the findings of Study 1 by examining the mediating role of perceived brand motive.

Design/methodology/approach

Two between-subject online experiments were conducted to explore the impact of three types of institutional CSR initiatives (i.e. community, employee and consumer-centered CSRs) on brand advocacy. Study 1 (N = 380) examined the moderating role of CSR expectancy in influencing consumer responses to institutional CSR initiatives. Study 2 (N = 384) explored the underlying mechanism through examining the mediating role of a company’s value-driven motivation in the process.

Findings

Study 1 indicated that institutional CSR, regardless of type, was more effective in generating a more significant brand advocacy intention than a promotional message, measured as a baseline. The impact of different kinds of institutional CSR on consumers’ brand advocacy intentions was significantly moderated by their CSR-related expectations. Specifically, individuals with moderate to high CSR expectancy showed higher brand advocacy intentions in both consumer- and employee-centered CSR initiatives than the promotional message. In comparison, those with low CSR expectancy only showed higher brand advocacy intentions in the community-centered CSR initiative. In addition, as individuals’ CSR expectations rose, the mediation effect of the perceived value-driven motivation became stronger.

Research limitations/implications

The current study includes guiding principles to help companies effectively respond to COVID-19 as corporate citizens by demonstrating the importance of individuals’ CSR expectancy across three CSR initiatives. This study used real-life examples of how leading companies were stepping up CSR efforts and suggested an approach that aligns CSR behaviors with the urgent and fundamental human needs of COVID-19.

Originality/value

In line with the CSR goal of maximizing benefits for stakeholders, this study’s findings signal that situational changes determine CSR expectations and that companies must be highly susceptible to the changes in consumers’ expectations of CSR and their appraisal process of CSR motives to maximize its CSR value.

Details

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

Keywords

Article
Publication date: 10 August 2022

Peiyu Zhou, Shuping Zhao, Yiming Ma, Changyong Liang and Junhong Zhu

The purpose of this paper is to understand the effect of platform characteristics (i.e. media richness and interactivity) on individual perception (i.e. outcome…

Abstract

Purpose

The purpose of this paper is to understand the effect of platform characteristics (i.e. media richness and interactivity) on individual perception (i.e. outcome expectations) and consequent behavioral response (i.e. user participation in online health communities (OHCs)) based on the stimulus-organism-response (S-O-R) model.

Design/methodology/approach

This study developed a research model to test the proposed hypotheses, and the proposed model was tested using partial least squares structural equation modeling (PLS-SEM) for which data were collected from 321 users with OHC experience using an online survey.

Findings

The empirical results show the following: (1) the three dimensions of media richness significantly affect the three outcome expectations, except that richness of expression has no significant effect on the outcome expectation of health self-management competence. (2) Human-to-human interaction significantly affects the three outcome expectations. Moreover, compared with human-to-human interaction, human-to-system interaction has a stronger impact on the outcome expectation of health self-management competence. (3) The three outcome expectations have a significant influence on user participation in OHCs.

Originality/value

This study extends the understanding about how platform characteristics (i.e. media richness and interactivity) motivate user participation in the context of OHCs. Drawing on the S-O-R model, this study reveals the underlying mechanisms by which media richness and interactivity are associated with outcome expectations and by which outcome expectations is associated with user participation in OHCs. This study enriches the literature on media richness, interactivity, outcome expectations and user participation in OHCs, providing insights for developers and administrators of OHCs.

Details

Aslib Journal of Information Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2050-3806

Keywords

Article
Publication date: 21 July 2022

Angelina Parfenova and Maria Kozlova

This research is devoted to the study of social expectations, and the purpose of this paper is to elaborate the instrument of their measurement based on the main spheres…

Abstract

Purpose

This research is devoted to the study of social expectations, and the purpose of this paper is to elaborate the instrument of their measurement based on the main spheres of influence.

Design/methodology/approach

The research was conducted using a mixed methodology: a series of semistructured interviews and a survey. In the first stage, 15 interviews, and in the second phase, both online and offline surveys (306 participants) were conducted to test the social expectations scale designed. The qualitative phase highlighted the most important areas of social expectations, identifying how they can influence individual behavior. Afterward, the scale of social expectations was developed, and its prognostic function was confirmed.

Findings

It was revealed that expectations influence goal setting, motivation, public opinion orientation, emotional experience and decision-making.

Originality/value

This study is an attempt to construct a measurement tool for social expectations and close the gap for many studies that used the concept without operationalization.

Details

International Journal of Sociology and Social Policy, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0144-333X

Keywords

Article
Publication date: 1 January 1993

Kenneth E. Clow and Douglas W. Vorhies

Reports on research into measurement of consumer expectations.Examines the stability of consumer expectations and considers whetherthe measurement of expectations should…

1074

Abstract

Reports on research into measurement of consumer expectations. Examines the stability of consumer expectations and considers whether the measurement of expectations should occur before or after the service encounter. Discusses the measurement issue as a way of building competitive advantage by meeting consumer expectations of the service.

Details

Journal of Services Marketing, vol. 7 no. 1
Type: Research Article
ISSN: 0887-6045

Keywords

Article
Publication date: 4 March 2019

Khandokar Istiak and Md Rafayet Alam

The purpose of this paper is to investigate the possible asymmetric response of inflation expectations to oil price and policy uncertainty shocks.

Abstract

Purpose

The purpose of this paper is to investigate the possible asymmetric response of inflation expectations to oil price and policy uncertainty shocks.

Design/methodology/approach

The authors used the test of asymmetric impulse responses proposed by Kilian and Vigfusson (2011) to explore the issue of asymmetry.

Findings

Unlike other studies that assume symmetric effects, this study finds asymmetric effects of oil price and policy uncertainty on inflation expectations for positive and negative shocks and for pre- and post-financial-crisis periods. In particular other things being same, a same magnitude oil price shock has greater effect on inflation expectations in post-crisis period than in pre-crisis period. Moreover, in post-crisis period a positive increasing oil price shock has greater effect on inflation expectations than a negative decreasing oil price shock.

Practical implications

The paper concludes that FED’s greater focus on output stabilization since financial crisis has made inflation expectations less anchored and a sudden surge in oil price may quickly trigger inflation through inflation expectations.

Originality/value

Exploring the issue of the possible asymmetric effects of oil price and economic policy uncertainty on inflation expectations is a relatively new topic (as other studies only assumed symmetry and did not investigate the possible asymmetry in this regard).

Details

Journal of Economic Studies, vol. 46 no. 2
Type: Research Article
ISSN: 0144-3585

Keywords

Article
Publication date: 1 March 2006

R. Dixon, A.D. Woodhead and M. Sohliman

Investors and financial statement users may have differing beliefs about the responsibility of an independent accounting firm performing an audit of a client's financial…

5473

Abstract

Purpose

Investors and financial statement users may have differing beliefs about the responsibility of an independent accounting firm performing an audit of a client's financial statements. This study aims to investigate the existence of an audit expectation gap between auditors and financial statement users in Egypt.

Design/methodology/approach

The research method adopted in this study is identical to that used by Schelluch, Best et al. and Fadzly and Ahmed.

Findings

The results found evidence of a wide audit expectation gap in Egypt in the areas of auditor responsibilities for fraud prevention, maintenance of accounting records, and auditor judgment in the selection of audit procedures. To a lesser extent, an expectation gap was found concerning the reliability of audit and audited financial statements, and the usefulness of audit.

Research limitations/implications

The different economic and cultural conditions in Egypt may restrict the generalisability of this study.

Practical implications

In order to reduce the expectation gap and improve decision‐making by financial statement users, the results of this study support the adoption of the long‐form audit report, augmentation of the auditing framework, strengthening of the auditor's integrity, and finally educating users on the nature and functions of audit.

Originality/value

This paper contributes to the understanding of the diverse nature of the expectations gap by examining the different economic and cultural setting of Egypt.

Details

Managerial Auditing Journal, vol. 21 no. 3
Type: Research Article
ISSN: 0268-6902

Keywords

Article
Publication date: 8 February 2008

Leib Leventhal

The purpose of this paper is to argue that understanding and exceeding customer expectations in the aged care services is more complex than other health services and…

3594

Abstract

Purpose

The purpose of this paper is to argue that understanding and exceeding customer expectations in the aged care services is more complex than other health services and general services because of the multiple stakeholders and additional intimacies that exist.

Design/method/approach

The author first explores expectation theory and how it links to customer behaviour and then discusses confirmation/disconfirmation theory.

Findings

The author builds an argument that aged care service providers must understand consumer needs and expectations so that customer satisfaction is generated.

Originality/value

Exploring patient and relative expectation and satisfaction in different theoretical contexts.

Details

International Journal of Health Care Quality Assurance, vol. 21 no. 1
Type: Research Article
ISSN: 0952-6862

Keywords

Article
Publication date: 12 January 2015

Waqar Ahmed, Muhammad Shahid Soroya and Ghulam Fareed Malik

The purpose of this paper is to study of services of front desk staff using SERVQUAL aims to measure the perception and expectations of the library users. The librarians…

1474

Abstract

Purpose

The purpose of this paper is to study of services of front desk staff using SERVQUAL aims to measure the perception and expectations of the library users. The librarians, keeping in view the expectations will get an idea that how much the services should be improved while the users will have an idea that what they want, and what are they provided with. In additions, the difference between the perception and expectations of the male library users and female library users is explored to give an idea to the librarians that what dimension of the services they need to explore.

Design/methodology/approach

Quantitative research method was used to conduct this study. The SERVQUAL instrument was used to measure the levels of perception and expectation through a structured questionnaire at the five points Likert scale. The tool was used with the permission of the author Berry et al. (1985). All the libraries of affiliated medical college with the University of Health Sciences were the population for this study. Through random sampling technique, 20 questionnaires per medical colleges were filled by the students of medical colleges. In total, 202 questionnaires returned and were analyzed after data entry in Statistical Package for Social Science version 19.

Findings

Mean of the total respondents indicate that the improvement in all the five dimensions of the service quality is required as the expectations found to be higher in all the five dimensions as compared to the perceptions. Perceived values are higher among female library users, so the library front desk staff requires increasing the perceived values of male users through improving their services to male library users. While comparing the expectations between male and female users, the results indicate that male library users want more responsiveness and reliability from the staff.

Research limitations/implications

This study measures the perceptions and expectations of the student library users of the medical college affiliated with University of Health Sciences, Lahore. Only main libraries excluding the small departmental libraries are included in this study. This study can be generalized in other private medical colleges as well as other researchers can study further in their own environment.

Practical implications

The results indicate that the expectations are higher. Keeping in view, the librarians will work to meet the expectations of the users. The expectation of the female users are higher in tangibility and empathy dimensions, while the male users expect more in reliability, responsiveness and assurance dimensions. In short, all the results showed that the expectations were higher than the perceptions. Keeping this study in view, the librarians can improve their weak areas of front desk staff services to meet the expectations of the users.

Originality/value

It is the first study of its type to measure the service quality of front desk staff. The service quality of front desk staff is never been measured in medical colleges using SERVQUAL in Lahore. The results of this study provide the guidelines to satisfy library users. The difference between the perception and expectations provides librarians and library managers with a road map to develop the service quality of front desk staff to meet the expectation level of the user’s for their satisfaction. This study can be generalized to the medical colleges other than Lahore.

Details

Library Management, vol. 36 no. 1/2
Type: Research Article
ISSN: 0143-5124

Keywords

Article
Publication date: 4 June 2009

Ignacio Rodríguez del Bosque, Héctor San Martín, Jesús Collado and María del Mar García de los Salmones

As there is still only limited research about expectation formation in destination marketing, the aim of this paper is to enhance this body of knowledge by providing…

5905

Abstract

Purpose

As there is still only limited research about expectation formation in destination marketing, the aim of this paper is to enhance this body of knowledge by providing theoretical and empirical evidence about the role of different factors which generate tourist expectations. In particular, since expectations may significantly condition not only the tourist choice process but also the perceptions of experiences, the objective of this paper is to examine the factors contributing to the expectations of a tourist destination. Based on service expectations literature, a theoretical framework postulates the main factors generating tourist expectations.

Design/methodology/approach

Empirical research tests the research hypotheses. More specifically, several in‐depth interviews and focus groups (qualitative research) and a survey conducted in a holiday destination (quantitative research) led to data collection.

Findings

Tourist expectations are a second‐order factor based on inter‐correlations among several first‐order factors (i.e. past experience, external communication, word‐of‐mouth communication and destination image). In addition, image can be considered as the main factor generating expectations of a destination.

Research limitations/implications

The main limitation of this study is the geographic area (tourist site) of the research process. The tourist destination under investigation significantly influences the characteristics of the sample, of which national tourists are the main constituent.

Originality/value

Managing the destination image and the quality of experience is critical to induce favorable expectations of the destination in the tourist's mind. In addition, the coherence and reliability of destination communication need to be controlled in expectations management.

Details

International Journal of Culture, Tourism and Hospitality Research, vol. 3 no. 2
Type: Research Article
ISSN: 1750-6182

Keywords

Article
Publication date: 28 October 2008

Robert E. Miller, Nita G. Brooks, Thomas W. Jones and Lee Winick

This paper reports the results of a field study that examined the expectations of users as they relate to the quality of service offered by the information systems (IS…

Abstract

This paper reports the results of a field study that examined the expectations of users as they relate to the quality of service offered by the information systems (IS) function within organizations. While the results indicate that users have consistently high expectations across organizations, the results also indicate that expectations can differ due to age and gender. The paper discusses the implications of these results, along with ways that management can use this information to better influence user expectations.

Details

American Journal of Business, vol. 23 no. 2
Type: Research Article
ISSN: 1935-5181

Keywords

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