An exploration into the practice of online service failure and recovery strategies in the Balkans

© 2018 To help managers better balance online service failures and recovery strategies, organisations are increasingly offering a variety of recovery programmes. Anecdotal reports suggest that organisations are experimenting with various recovery strategies, and particularly transitioning offline recovery strategies into the emerging technological tapestries. Drawing on data collected from two Balkan countries (Kosovo and Albania) with varying service failures, recovery strategies and levels of participation in online environments, this study examines how interactions between the customer and provider impact on recovery strategies. Unlike existing studies regarding online service failure and recovery strategies, we argue that rather than examining the subconscious of the customer as a stand-alone explanation for failure-recovery perceptions, interactions with the provider must also be taken into account. The current study extends the related construct of failure-recovery perceptions and it suggests that service failure generates different recovery strategies based on the contextual social world

Luxury fashion brand customers’ perceptions of mobile marketing: Evidence of multiple communications and marketing channels

Previous studies have addressed some of the issues of customers' perceptions of mobile marketing, particularly the affordances of multiple communications and channels. Despite a proliferation of studies in this field, the theoretical exploration of luxury fashion customers' perceptions of multiple mobile communications and marketing channels remains at an exploratory stage. Drawing on the elaboration likelihood model and a social constructivist perspective, the current study conducted 37 in-depth interviews with Generation Z mobile luxury customers. We specifically examined how customers' emotionally and cognitively based perceptions emerge as they navigate multiple mobile marketing channels and message communications. Our model conceptualizes four elements of customers' perceptions of their mobile marketing journey that can drive mobile customer engagement and acquisition behavior. The integrative model opens up interesting avenues for further research on mobile marketing and luxury fashion consumers’ perceptions of the effects of multiple communications and marketing channels

Developing technologically induced environments:The case of the Nigerian banking sector

This paper addresses issues regarding prevalent values and themes in technologically induced environments in terms of planning, development, and implementation. Emerging themes (efficiency, usability, control, and security) are debated and developed in relation to underpinning values (quality, education, and reach/concern) which provide a comprehension of technological adoption in the developing economy of Nigeria. In addition, problems relating to new product development, innovation processes, synthesising marketing technologies, and strategic planning are investigated and explored. Discussion on technological adoption and use produces diverse perspectives and interpretations, which consequently prompts questions on its nature and understanding in developing societies. Assessing life-world perspectives and interpretations through phenomenological hermeneutics and consumer and communication models this study examines levels of technologically induced customer services in the banking services sector from a Nigerian perspective

Brand switching and consumer identification with brands in the smartphones industry

Brand loyalty literature has mainly focused on how brands perform under normal market conditions. As the business environment grows more complex, globalised and innovative, market disruptions become more prevalent. Taking a cognition-based approach, this paper proposes that customers identify with brands to satisfy self-definitional needs. A social constructivist perspective, using an inductive and case study strategy was used. Data generation was based on purposeful sampling, and participants were chosen based on their ‘lived’ experience with the use of Smartphones. Four major themes were identified in the purchase of Smartphones: identity, satisfaction, brand loyalty and brand switching. Participants’ views suggested that this provides them with a sense of purpose and meaning, defining who they are, as well as why they behave in specified ways in society, which increases their self-esteem. Brand switching occurs when customers are motivated to review available alternatives in the marketplace due to a change in competitive activities. Socially, switching occurs when a customer’s belief in a brand is externally influenced within the social setting. When the boundary between the ‘in-group’ and the ‘out-group’ is impermeable and changing, group membership is not realistic; social mobility is not a viable strategy to cope with identity threats

Primarily investigating into the relationship between talent management and knowledge management in business environment

Purpose: This paper aims to address concepts, visions and gaps in literature in the field of the relationship between talent management and knowledge management in business organisations. It also aims to develop a model for the relationship between talent management processes and knowledge management processes. This is because there are practical benefits for business organisations focused on developing knowledge and talents. Design/methodology/approach: This study takes on a detailed literature review of the relationship between talent and knowledge management in business organisations. Conclusion: The key conclusion for this research is that more research is required to examine further the relationship between talent management processes and knowledge management processes in the business environment. It also concludes that it is worth noting scholars’ serious interest in attraction, development, and talent retention processes. Conversely, it also viewed that the majority of researchers in the field of knowledge management have focused on creation, application, knowledge storage, transfer and acquisition of knowledge. This research provides a comprehensive review of further research in selecting the common processes associated with talent management processes and knowledge management processes