29,358 research outputs found

    IMC customer-based perception: strategic antecedents and consequences on post-purchase customer behaviour

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    Last decades Integrated Marketing Communications (IMC) have been mainly analysed from a managerial perspective, overlooking the customer opinion. Thus, this research studies IMC customer-based perception, its strategic antecedents and consequences on post-purchase customer behaviour (satisfaction, word-of-mouth recommendations, and repurchase intention), from a multi-country perspective. The structural equation modelling and multi-group analysis are based on the customers´ survey data in Belarus and Spain. The results suggest that technology orientation positively affects IMC, and, customer orientation does not. IMC positively affects customer satisfaction, which in turn positively impacts on WOM and repurchase intention. WOM does not influence on repurchase intention. IMC directly affects WOM and repurchase intention in Spain and does not in Belarus, which is the significant country difference

    Critical review of the e-loyalty literature: a purchase-centred framework

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    Over the last few years, the concept of online loyalty has been examined extensively in the literature, and it remains a topic of constant inquiry for both academics and marketing managers. The tremendous development of the Internet for both marketing and e-commerce settings, in conjunction with the growing desire of consumers to purchase online, has promoted two main outcomes: (a) increasing numbers of Business-to-Customer companies running businesses online and (b) the development of a variety of different e-loyalty research models. However, current research lacks a systematic review of the literature that provides a general conceptual framework on e-loyalty, which would help managers to understand their customers better, to take advantage of industry-related factors, and to improve their service quality. The present study is an attempt to critically synthesize results from multiple empirical studies on e-loyalty. Our findings illustrate that 62 instruments for measuring e-loyalty are currently in use, influenced predominantly by Zeithaml et al. (J Marketing. 1996;60(2):31-46) and Oliver (1997; Satisfaction: a behavioral perspective on the consumer. New York: McGraw Hill). Additionally, we propose a new general conceptual framework, which leads to antecedents dividing e-loyalty on the basis of the action of purchase into pre-purchase, during-purchase and after-purchase factors. To conclude, a number of managerial implementations are suggested in order to help marketing managers increase their customers’ e-loyalty by making crucial changes in each purchase stage

    Connection, Trust, and Commitment: Dimensions of Co-creation?

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    The purpose of this research is to identify a key driver of relationship closeness for service organizations. Based upon the co-creation concept from Service-Dominant Logic, connection is proposed as a new construct rooted in emotional attachment that bolsters the effect of trust and commitment on future intention among customers of a service-intense organization. Causal models are verified with a large empirical sample drawn from an organization in the process of dealing with the increasing sense of depersonalization that has afflicted growing organizations in a variety of industries. The paper distinguishes an important dimension of customer relationships that can be affected by service managers in order to enhance customer loyalty and satisfaction

    Social innovation practices: focus on success factors for crowdfunding

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    This article explores what are the success factor for interaction with platforms of crowdfunding in Italy. Through a Principal Component Analysis we outline three variables and through a multiple regression analysis we demonstrate that the interaction on crowdfunding is positive correlated with socio-economic propensity and cultural level. The analysis has been conducted on a sample of 316 of projects funded in the Crowdfunding platform Produzioni dal Basso, the first platform born in Italy. We draw on SD logic and relationship marketing to underscore the importance of networks of actors and integration to create a co-creation of value. This view emphasizes the social and economic factors that influence, and are influenced by, crowdfundin

    Evaluating trust in electronic commerce : a study based on the information provided on merchants' websites

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    Lack of trust has been identified as a major problem hampering the growth of Electronic Commerce (EC). It is reported by many studies that a large number of online shoppers abandon their transactions because they do not trust the website when they are asked to provide personal information. To support trust, we developed an information framework model based on research on EC trust. The model is based on the information a consumer expects to find on an EC website and that is shown from the literature to increase his/her trust towards online merchants. An information extraction system is then developed to help the user find this information. In this paper, we present the development of the information extraction system and its evaluation. This is then followed by a study looking at the use of the identified variables on a sample of EC websites

    Effect of Digital Enablement of Business-to-Business Exchange on Customer Outcomes: The Role of Information Systems Quality and Relationship Characteristics

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    This study extends our understanding of how information systems impact business value creation by examining the effect of digital enablement of business-to-business exchange on customer outcomes. We shed light on the connection between information technology investment and firm performance by focusing on how information technology is used (Devaraj and Kohli 2003) in an industrial services context and by highlighting the importance of indirect effects (Mittal and Nault 2009). A conceptual model is developed that combines a customer centric perspective (Sheth et al. 2000) with elements from the information systems success framework (DeLone and McLean 1992, DeLone and McLean 2003). Mediating factors are identified in the chain of effects from information technology specific business-to-business service quality characteristics to customer outcomes. In addition, we consider two contextual factors, relationship duration and customer dependence, which are known to alter the nature of buyer-supplier relationships but which have received little attention in research on digital enablement of business-to-business exchange. An empirical test of hypothesized relationships was performed using subjective and objective archival data from business-to-business exchange relationships for a logistics services vendor. All expected main effects were confirmed. Customer satisfaction was found to be a significant mediator in the chain of effects from information technology specific business-to-business service quality characteristics to customer outcomes. In addition, logistics service quality was found to mediate the relationships between system quality and customer satisfaction and between information quality and customer satisfaction. The hypothesized moderating effects, however, were not found to be significant. Robustness of the findings was confirmed by testing model hypotheses using data from exchange relationships with customers in two different industries, manufacturing and wholesale trade. Differences in analysis results are consistent with industry differences. This study contributes to the literatures on interorganizational information systems (Rai et al. 2006) and information technology business value (Melville et al. 2004) by identifying mediating mechanisms in the chain of effects from digital enablement of exchange to customer outcomes. Explication of mediating mechanisms improves our understanding about the indirect nature of impacts from information technology. This study also contributes to the literature on information systems by extending DeLone and McLean\u27s (2003) model of information systems success to the context of business-to-business exchange relationships. In addition, this study contributes to the literature on services marketing (Zeithaml and Bitner 2003, Berry and Parasuraman 1993) by showing how system quality and information quality impact logistics service quality and customer satisfaction in a business-to-business exchange context

    ERP implementation methodologies and frameworks: a literature review

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    Enterprise Resource Planning (ERP) implementation is a complex and vibrant process, one that involves a combination of technological and organizational interactions. Often an ERP implementation project is the single largest IT project that an organization has ever launched and requires a mutual fit of system and organization. Also the concept of an ERP implementation supporting business processes across many different departments is not a generic, rigid and uniform concept and depends on variety of factors. As a result, the issues addressing the ERP implementation process have been one of the major concerns in industry. Therefore ERP implementation receives attention from practitioners and scholars and both, business as well as academic literature is abundant and not always very conclusive or coherent. However, research on ERP systems so far has been mainly focused on diffusion, use and impact issues. Less attention has been given to the methods used during the configuration and the implementation of ERP systems, even though they are commonly used in practice, they still remain largely unexplored and undocumented in Information Systems research. So, the academic relevance of this research is the contribution to the existing body of scientific knowledge. An annotated brief literature review is done in order to evaluate the current state of the existing academic literature. The purpose is to present a systematic overview of relevant ERP implementation methodologies and frameworks as a desire for achieving a better taxonomy of ERP implementation methodologies. This paper is useful to researchers who are interested in ERP implementation methodologies and frameworks. Results will serve as an input for a classification of the existing ERP implementation methodologies and frameworks. Also, this paper aims also at the professional ERP community involved in the process of ERP implementation by promoting a better understanding of ERP implementation methodologies and frameworks, its variety and history

    Bridging Sales and Services Quality Functions in Retailing of High Technology Consumer Products

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    High technology product sales are positively associated with performance of retailers and distributors in terms of customer service quality, growth in sales and increase in market share. This paper aims at analyzing the impact of retail sales strategies and performance of customer services on customer acquisition, retention and sales growth of high technology consumer products of the high technology consumer products retailers and distributors in Mexico. This paper discusses the triadic relationship of customer- retailer-distributor in the high technology consumer products market segment in reference to the SERVQUAL factors which establish services quality encompassing tangibility, responsiveness, trust, accuracy and empathy. Results of the study reveal that the customers perceive better quality of the relationship in a given frame of functions that are performed effectively by the distributor lowering the extent of conflicts thereof. The discussions in the paper argue that high conformance of quality services delivered by the distributors and value added customer relationship is instrumental for retailers in acquiring new customers and retaining existing customer by augmenting the customer life time value.High technology products sales, customer services, SERVQUAL, customer-distributor relationship, customer value, distributor performance

    Managing innovation uncertainties : a user-oriented knowledge typology

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    New product development processes are subject to uncertainties. These uncertainties can and should be managed to prevent innovations from failing. Uncertainties or knowledge deficits are addressed by deploying the right approaches, or learning activities to stimulate relevant inflows of knowledge. A typology of user-oriented knowledge types is key to overcome the reluctance of organizations towards multi-actor involvement and user-oriented learning activities. Here, we present a user-oriented knowledge typology departing from the end-user, embedded in a two-states framework (current state opposing future state). We discuss three iterations of the framework, including an expert review and real-world application as part of a workshop with intermediary organizations. When implemented, the framework enabled participants to identify and select learning activities enriching their innovation project. We want to underline our vision to transcend the gut-feeling and experience-driven allocation of learning activities, but instead strive towards optimal activity-selection based on the knowledge deficit at hand

    e-RetailTest: Scale to Assess the Attitude of Consumers towards E-Commerce in the Retail Sector

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    Changes in consumer behavior are driven by tastes and preferences that change over time as their socioeconomic conditions change. The objective of this study was to validate the psychometric characteristics of the e-RetailTest scale, created to measure consumer attitudes towards online shopping in developing countries, particularly in the Peruvian market. The e-RetailTest evaluates five variables present in the online purchase process: (a) quality of web design, (b) risk when making a purchase, (c) customer service, (d) security and (e) satisfaction, with a total of twenty items using a Likert scale. A total of 422 valid responses were collected from Peruvian consumers who had had online shopping experience in the retail sector. Statistically, we worked with the AFE exploratory factor analysis and the AFC confirmatory factor analysis. The results suggest that this first version of the e-RetailTest presents adequate psychometric evidence to measure the attitude of consumers towards online purchases in the retail sector in the Peruvian market. Thus, it seeks to contribute to the advancement of the study of these important variables of Latin American consumer behavior
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