Business as usual through contact tracing app: What influences intention to download?

A contact tracing app can positively support the requirement of social and physical distancing during a pandemic. However, there are aspects of the user’s intention to download the app that remain under-researched. To address this, we investigate the role of perceived privacy risks, social empowerment, perceived information transparency and control, and attitudes towards government, in influencing the intention to download the contact tracing app. Using fuzzy set qualitative comparative analysis (fsQCA), we found eight different configurations of asymmetrical relationships of conditions that lead to the presence or absence of an intention to download. In our study, social empowerment significantly influences the presence of an intention to download. We also found that perceived information transparency significantly influences the absence of an intention to download the app

Social marketing, shock advertising and risky consumption behavior

Purpose The overall objective of this research is to “explore whether shock advertising has a long-lasting positive effect on the smoking cessation among smoking Jordanians in a country where smoking is a deep-rooted social norm.” Design/methodology/approach This research is an exploratory qualitative research. A purposeful sampling technique was used to select participants from a mall intercept and randomly divided into groups of seven. Each group was interviewed in two different focus group sessions (four weeks apart). All focus groups were audio-recorded, transcribed and analyzed using thematic analysis. Findings A total of 41 participants took part in the focus group session. Most participants were smokers or second-hand smokers. “Three overarching themes were generated from the focus groups: previous anti-smoking campaign experience, shock advertising (SA) impact and drawbacks of SA. All participants reported that they have never been exposed to shocking adverts, and the shock appeal has never been applied in any of the anti-smoking or health awareness campaigns in Jordan. This research revealed that incorporating images of children with a mixture of emotional and fear appeals is effective in targeting Jordanian parents' negative consumptive behaviors, which may harm other individuals, especially children. Moreover, most participants commented that the effects of shock adverts would be very short term and would not likely change behaviors”. Originality/value This research contributes both “theoretically and practically to the value and effectiveness of shock advertising. This research area is overlooked in MENA countries, particularly Jordan”

An empirical investigation of the factors affecting customer lifetime value

Purpose. The main objective of this paper is to investigate the factors affecting customer lifetime value (CLV) for Internet service providers in Jordan, namely, technical quality, functional quality, brand credibility, confidence benefits, special treatment benefits, customer satisfaction and commitment. Design/methodology/approach. An online survey was conducted involving a sample of 481 respondents. SPSS was used to analyse the data and test the proposed relationships, while SmartPLS was used to examine the robustness of our results. Findings. Results showed that confidence benefits, special treatment benefits and brand credibility had a significant and positive impact on customer satisfaction and commitment, with brand credibility appearing as the most influential factor leading to customer satisfaction and commitment, and ultimately CLV. Furthermore, research reveals an insignificant relationship between functional quality, technical quality and customer satisfaction. Practical implications. Services' providers seeking to increase CLV need to build strong and sustainable relationships with their customers. Originality/value. This study incorporates a set of crucial customer relationship management strategies that could be universally applied to enhance customers benefits and business performance. This is also the first study of its kind conducted in the Middle East, particularly in Jordan

Customer lifetime value: the effect of relational benefits, brand experiences, quality, satisfaction, trust and commitment in the fast-food restaurants

Purpose This study examines factors that affect customer lifetime value (CLV) in fast-food restaurants (FFRs) in Jordan. These factors are relational benefits, brand experiences, service quality (SQ), satisfaction, trust and commitment. Design/methodology/approach An online survey was collected from a sample of 503 respondents. The authors used SPSS to test the constructs' relationships and analyse the data. SmartPLS was used to test the hypotheses. Findings In contrast to previous studies, not all dimensions of brand experiences and relational benefits had a significant and positive influence on relationship marketing outcomes (satisfaction, trust and commitment). On the other hand, results demonstrated that SQ had a significant and positive influence on relationship marketing outcomes. Furthermore, research reveals that satisfaction, trust and commitment significantly and positively influenced CLV. Practical implications Those FFRs that seek to enhance CLV should build solid and sustainable bonds with their customers. This paper concludes by stating its implications, its limitations and the opportunities available for future research. Originality/value This study, which is unique in the Middle East, includes essential strategies for managing customer relationship that can be universally applied to improve customer benefits and maximise the performance of businesses

The effect of brand experiences and relational benefits on loyalty in the fast-food restaurants

Purpose The aim of this study is to examine the role of relational benefits and brand experience measurements on willingness to pay more (WPM), effects of word of mouth (WOM) and repurchase intention (RI) in fast-food restaurants (FFR). Design/methodology/approach Employing an online questionnaire survey with a sample size of 503 respondents, the quantitative methodology included multiple regression and factor analysis to facilitate the analyses of data. Findings Relational benefits and their dimensions (confidence, special treatment and social benefits) found to positively impact WPM, WOM and RI. With reference to brand experiences, the current study found that behavioural and intellectual experiences have significant and positive effects on WPM, WOM and RI. Surprisingly, no positive significance was identified between sensory experiences and WPM, WOM and RI. Practical implications The findings show that relational benefits and brand experience dimensions play an essential role in improving brand loyalty. Originality/value The current study subscribes to the concept of relationship marketing theory, suggesting that loyalty to FFRs can be enhanced by offering customers relational benefits and augmenting their brand experiences

Differences in how leaders and employees view organizational changes: Lessons from an international multicultural context

AbstractThe research aims to provide actionable insights to a Dubai-based digital payment company following a leadership-driven organizational transformation. Semi-structured interviews with executives and staff were supplemented by observations and field notes. The study found that foreign employees experienced confusion due to a lack of clear communication or information. Hierarchical work environments and legacy problems hindered employee change. Fear and distrust prevented employees from voicing their concerns. Employees and executives shared similar opinions on the work environment and organizational culture. Leaders did not place enough importance on early worker involvement, communication, and information flow, which hindered their vision and evaluation of employees’ conduct. Earlier discussion and resolution of these issues may narrow the gap between the CEO and employees