Internet banking acceptance model: Cross-market examination

This article proposes a revised technology acceptance model to measure consumers’ acceptance of Internet banking, the Internet Banking Acceptance Model (IBAM). Data was collected from 618 university students in the United Kingdom and Saudi Arabia. The results suggest the importance of attitude, such that attitude and behavioral intentions emerge as a single factor, denoted as “attitudinal intentions” (AI). Structural equation modeling confirms the fit of the model, in which perceived usefulness and trust fully mediate the impact of subjective norms and perceived manageability on AI. The invariance analysis demonstrates the psychometric equivalence of the IBAM measurements between the two country groups. At the structural level, the influence of trust and system usefulness on AI vary between the two countries, emphasizing the potential role of cultures in IS adoption. The IBAM is robust and parsimonious, explaining over 80% of AI

Marketing management capability:the construct and its dimensions: an examination of managers’ and entrepreneurs’ perceptions in a retail setting

Purpose: This paper aims to explore the relationship between corporate cultural/intangible assets and marketing capabilities by examining managers’ and entrepreneurs’ perceptions in a retail setting.Design/methodology/approach: Nineteen face-to-face interviews were conducted with UK small and medium sized enterprise (SMEs) managers and entrepreneurs to identify six sub-capabilities that form marketing capability. The authors further validated the relationship between marketing sub-capabilities and its antecedent tangible and intangible assets. The qualitative approach used provided a deeper insight into the motivations, perceptions and associations of the stakeholders behind these intangible concepts, and their relationships with their customers.Findings: The research identified that there is a strong relationship between tangible and intangible assets, their components and the following capabilities: corporate/brand identity management, market sensing, customer relationship, social media/communication, design/innovation management and performance management. In addition, companies need to understand clearly what tangible and intangible assets comprise these capabilities. Where performance management is one of the key internal capabilities, companies must highlight the importance of strong cultural assets that substantially contribute to a company’s performance.Originality/value: Previous work on dynamic capability analysis is too generic, predominantly relating to the manufacturing sector, and/or focussing on using a single case study example. This study extends the concept of marketing capability in a retail setting by identifying six sub-capabilities and describing the relationship of each with tangible and intangible assets. Through extensive qualitative analysis, the authors provide evidence that by fully exploiting their embedded culture and other intangible components, companies can more favourably engage with their customers to attain a sustainable competitive advantage.</p

An empirical investigation of the channels that facilitate a total quality culture

It is generally agreed that the culture of an organisation is a function of its values, beliefs and behavioural practices and that the influence of culture on an organisation is powerful and pervasive. There is also broad agreement that total quality management (TQM ) is a management paradigm that propagates certain values, behaviour and working methods. Moreover, that the successful introduction and practice of a total quality management approach requires close attention to, and more often than not modification of, organisational culture. Yet, culture is somewhat intangible, and regardless of the precise cultural aspirations, in order to change or maintain the desired culture an organisation needs a set of facilitating channels. These are mechanisms or necessary conditions that influence, mould and help sustain a desirable cultural orientation. This paper examines the channels that facilitate the development of a total quality culture based on the findings of an investigation of an international sample of organisations widely regarded as leading exponents of TQM

An exploratory study in the use of SERVPERF to measure B2B service quality in the Maltese hotel industry

This paper focuses on the use of the SERVPERF instrument in order to measure service quality. The author visited one of Malta's major hotels . Three identical questionnaires were completed by the hotel's Purchasing Manager. An interview was also held. it seems likely that supplier 2 gives the best service. The results of the questionnaire are discussed in the light of customer-buyer relationships. This includes the use of power, competence and media richness.peer-reviewe

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

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

A Cross National Study of Golf Tourists’ Satisfaction

The purpose of this study was two-fold: firstly, it was to examine the determinants satisfaction levels of golf tourists and secondly to investigate if these vary across golf tourists’ country of residence. Using data collected through a survey of golf tourists visiting Lisbon (Portugal), attributes directly related to playing golf as well as more generic destination attributes were examined as potential determinants of golf tourists’ satisfaction. The data was analysed in two stages by the means of logistic regression. In stage one, the analysis was based on a representative sample of golf tourists to the region. In the second stage, two separate analyses were undertaken, one examining the satisfaction of Nordic golf tourists and another of British golf tourists (the two main markets for Lisbon). The results indicate that the satisfaction level of golf tourists is influenced by several factors, including those related to perceived quality and value. In addition, the results suggest that satisfaction is influenced by cross-cultural differences. While some determinants were important influences for both the British and the Nordic golfers, other determinants were specific to each country of origin. lytoinvestigateifthesevaryacrossgolftourists’countryofresidence.Using data collectedthroughasurveyofgolftouristsvisitingLisbon(Portugal),attributesdirectlyrelatedto playinggolfaswellasmoregenericdestinationattributeswereexaminedaspotentialdeterminantsof golf tourists’satisfaction.Thedatawasanalysedintwostagesbythemeansoflogisticregression.In stage one,theanalysiswasbasedonarepresentativesampleofgolftouriststotheregion.Inthesecond stage, twoseparateanalyseswereundertaken,oneexaminingthesatisfactionofNordicgolftourists and anotherofBritishgolftourists(thetwomainmarketsforLisbon).Theresultsindicatethatthe satisfactionlevelofgolftouristsisinfluencedbyseveralfactors,includingthoserelatedtoperceived qualityandvalue.Inaddition,theresultssuggestthatsatisfactionisinfluencedbycross-cultural differences.WhilesomedeterminantswereimportantinfluencesforboththeBritishandtheNordic golfers,otherdeterminantswerespecifictoeachcountryoforigin

Dimensions of Organisational Culture in Quantity Surveying Firms in Nigeria

The functionalist paradigm of organisational culture (OC) views culture as a variable subject to conscious manipulation and control in order to solve organisational challenges. Therefore, this paper provides information on how OC is a solution to the challenges in Quantity Surveying firms (QSFs).  This was achieved by eliciting the dimensions of OC in forty two QSFs in Lagos, Nigeria, which are the business, people and external environment dimensions. The paper concludes that OC is a relevant solution to the identity and management related challenges in QSFs. Specifically, the paper informs on the implications of business and people dimensions of OC as a solution to the identity challenges, as well as on the implication of the external environment dimension of OC to the management challenges. Based on the findings, practical implications and recommendations were directed at the management and employees QSs in QSFs and Quantity Surveying researchers

What Matters to Whom? Managing Trust Across Multiple Stakeholder Groups

Trust has been widely recognized as a key enabler of organizational success. Prior research on organizational trust, however, has not distinguished between the potentially varying bases of trust across different stakeholder groups (e.g., employees, clients, investors, etc.). We develop a framework that distinguishes among organizational stakeholders along two dimensions: intensity (high or low) and locus (internal or external). The framework also helps to identify which of six potential antecedents of trust (benevolence, integrity, competence, reliability, transparency, and identification) will be relevant to which type of stakeholder. We test the predictions of our framework using survey responses from 1,296 respondents across four stakeholder groups from four different organizations. The results reveal that different antecedents of trust are indeed relevant for different stakeholder types, and provide strong support for the validity of the intensity and locus dimensions. This publication is Hauser Center Working Paper No. 39. The Hauser Center Working Paper Series was launched during the summer of 2000. The Series enables the Hauser Center to share with a broad audience important works-in-progress written by Hauser Center scholars and researchers

An investigation into the relationship between customer relationship marketing and customer retention: superstore retailing context in Bangladesh

The context of this study is Bangladesh`s food retailing sector. The main purpose of this study is to investigate the relationship between Customer Relationship Marketing (CRM) and customer retention. The core aim of Relationship Marketing is to build long lasting mutually bonded relationships with customers and various other important stakeholders. The concept has attracted considerable attention among scholars in recent decades and has appeared in service marketing literature as a new marketing paradigm. The concept is critical to the success of any organisation as it has been an accepted phenomenon that maintains that existing customers are far easier to retain than is the process of acquiring new customers. In order to stay in business and cope with the challenging business dynamism, organisations are continuously searching for reliable and serviceable strategies to be employed in order to increase customer retention. However, there is a lack of consensus among researchers on the core antecedents of relationship marketing that can be used to achieve the above aims, especially while the concept is new in the context of organised retailing sectors in Bangladesh. In response, the study developed a conceptual framework of customer retention strategy which incorporates bonds, service quality and relational quality into one relationship model. The model establishes eleven hypotheses. A sample of 202 grocery food retail customers were selected in a random sample from four selected superstores. The results support hypothesized relationships built on the model. The findings indicate that service quality, trust, bond and customer satisfactions are vital for creating positive customer loyalty which in turn creates customer retentionPeer reviewedFinal Published versio

Psychological Contracts, OCB and Customer Service: An Exploratory Examination

This paper examines the relationships among the psychological contract, fairness, OCB, and customer service. We report on two exploratory studies that provide insight into psychological contract violations and subsequent perceptions of fairness, as well as OCB activity. A linkage is made between psychological contracts and behavior directed internally and those directed externally (i.e., customer service). We extend the current theory to suggest implications for effectively managing customer service employee OCB. Finally, suggestions are made for both practice and future research to be conducted in a multidisciplinary design