The relationship between website design and positive eWOM intention: Testing mediator and moderator effect

Electronic word of mouth (eWOM) has paid attention to the phenomenon of marketing strategy because of the power of online comments to behavioural consequences. The key challenge for scholars and practitioners is to explore why consumers would like to give positive reviews of products and service. However, little empirical research has been conducted on the effect of website design on eWOM intention. The objective of this paper is to investigate the impact of website design (aesthetic and usability) on eWOM intention, which is based on the adoption of the stimulus - organism - response model. To test the hypotheses, the study uses the Partial Least Squares (PLS) to test a total of 290 respondents collected from Taiwanese customers via an online survey. The outcomes show the impact of the website's design on the attitude toward it, which would lead to positive eWOM. The study also provides empirical evidence on the moderating role of online purchasing experience and the mediating effect of attitude toward a website on eWOM intention. Finally, the discussions also show implications and managerial insight for both scholars and marketers.Internal Grant Agency of Faculty of Management and Economics, Tomas Bata University in Zlin, grant TBU [IGA/FaME/2018/015

Financial capability and technology implications for online shopping

To promote online shoppers’ long-term interest, consumers need to have the knowledge and ability to avoid problems with financial issues. Financial capability helps to put consumers on the path to a sustainable financial future. However, previous studies only focused on financial capability in a financial context. To handle personal finance systematically and successfully in an online setting, this study extends an enhanced understanding of how financial capability on online consumer behaviour. Based on the data of 690 respondents collected by a face-to-face from eight main regions in Albania, this study employed principal components analysis and logistic regression in order to investigate the effect of consumers’ financial capabilities and technology use on the decision to purchase online. The outcome of this study firstly identifies six dimensions of financial capabilities, namely, digital banking usage, financial service risk, financial advice, payment risk, risk tolerance, and financial attitude. Secondly, the finding revealed that individuals who use smartphones and administrate a social media account, are more likely to involve in purchasing through online channels. Moreover, the decision to purchase online is more prone for those individuals who manifest high levels in digital banking usage, financial advice, prior bank experience and technology usage, and low levels in attitude towards payment risk and attitude towards risk tolerance. This paper offers useful insights concerning the determinants of online purchasing by combining individuals’ financial capability, technology and social media usage along with its demographic characteristics. In term of practical contribution, this study provides a useful model by incorporating for measuring and managing consumers’ financial capability to enhance their involvement and to reduce their cognitive dissonance in the online shopping context. This study also contributes to the accumulated knowledge and encourages consumers to use digital banking and consult their financial issues when purchasing online

Greening human resource management and employee commitment toward the environment: An interaction model

In response to a greater environmental awareness, organizations are concerned more and more about the “greening” human resource management (GHRM). Although the literature on GHRM has been extending, published studies have paid little attention to the research of GHRM and its contribution to employee commitment toward the environment, especially the interactions of GHRM practices, so far. Thus, to bridge this research gap, this study extends the Ability-Motivation-Opportunity and the Social exchange theories in the green context by investigating a new conceptual framework, which explores the indirect and interactive effects of GHRM practices (training, reward, and organizational culture) on employee environmental commitment. A quantitative study is conducted through a survey involving 209 respondents. Findings suggest that: (1) three GHRM practices are important tools in stimulating directly employees to commit to the environmental activities, (2) a two-way interaction of green training and green organizational culture can unlock employee commitment for the environment, especially at the high and average levels of green organizational culture, (3) the commitment is also increased significantly through a three-way interaction, the two strongest effects are recognized with the conditions of high-green organizational culture and the average- and high-green reward, whereas (4) the interacting between green training and green reward is an unimportant factor in encouraging employee environmental attachment

The Mediating Effects of Switching Costs on the Relationship between Service Quality, Customer Satisfaction and Customer Loyalty: A Study in Retail Banking Industry in Vietnam

This paper develops and empirically tests the mediating role of switching costs in service quality - loyalty and satisfaction-loyalty relationships. Especially, different types of switching costs are tested separately providing more insights into their roles. A research model about the interrelationships between service quality, customer satisfaction, switching costs and customer loyalty is developed. Based on this model, a survey is conducted with retail banking customers, with and 261valid respondents. The hypotheses are then proposed and tested using Structural equation modeling technique (SEM). The analysis reveals that: positive switching cost is a significant mediator for both service quality-loyalty and satisfaction-loyalty relationships, while negative switching cost only mediates the service quality-loyalty relationship. These findings suggest that building and managing switching costs are necessary following-up steps after customer satisfaction for achieving long-term customer loyalty

The mediating effects of switching costs on the relationship between service quality, customer satisfaction and customer loyalty: A study in retail banking industry in Vietnam

This paper develops and empirically tests the mediating role of switching costs in service quality - loyalty and satisfaction-loyalty relationships. Specially, different types of switching costs are tested separately providing more insights about their roles. This approach extended the insights on mediating effects of switching costs by differentiate the roles of positive switching costs and negative switching costs in the model. A research model about the interrelationships between service quality, customer satisfaction, switching costs and customer loyalty is developed. Based on this model, a survey is conducted with retail banking customers, with and 261 valid respondents. The hypotheses are then proposed and tested using Structural equation modeling technique (SEM). The analysis reveals that: positive switching cost is a significant mediator for both service quality-loyalty and satisfaction-loyalty relationships, while negative switching cost only mediates the service quality-loyalty relationship. These findings suggest that building and managing switching costs are necessary following-up steps after customer satisfaction for achieving long-term customer loyalty. However, using the right types of switching costs is necessary to significantly boost the loyalty from customers. © ExcelingTech Pub, UK

Enhancing the organizational citizenship behavior for the environment: the roles of green training and organizational culture

The environmental concern has become an emerging topic in organization's human resource management strategy, especially in improving employee's environmental behavior at work Thus, the organizational citizenship behavior toward the environment (OCBE) has been currently attracting scholars in management. However, published studies contain research gaps in investigation of the relationships between both green training and organizational culture and OCBE, especially in the hotel industry. Following the social exchange and Ability-Motivation Opportunity theories, this study aims to examine the effects of two green practices on OCBE and the moderating role of green organizational culture to the effect of green training on OCBE. A quantitative approach with survey strategy is employed and conducted in 4-5 star hotels to test these relationships. The PLS-SEM and K-means Cluster Analysis techniques are applied to analyze data. The findings reveal that green training and organizational culture positively influence OCBE. Also, the effect of green training on OCBE is moderated by green organizational culture. Finally, our study provides limitations of research and further studies, and the implications for management practices concerned with improving employee's voluntary eco-behavior in the hotel industry.Internal Grant Agency of FaME TBU [IGA/FaME/2018/009

Customer Relationship Management (CRM) In Small And Medium Tourism Enterprises: A Dynamic Capabilities Perspective

Purpose – The objective of this study is to develop an integrated framework incorporating Customer Relationship Management (CRM) and Dynamic capabilities (DC) together for Tourism Small and Medium Enterprises (SMEs). Design – We reconcile theories from strategic management and marketing literatures to form an unifying framework of sources of performance differentials as the theoretical background. Successful factors for the framework including specific CRM processes, two different approaches in DC and specific business processes are defined. Methodology – The framework is tested on data collected from 111 SMEs in tourism industry in Vietnam using Partial Least Square Structural Equation Modeling (PLS SEM). Approach – This study approaches CRM processes at the customer facing level and attempts to discover its effects to performance at firm-level analysis. Findings – The results show that the interrelationships suggested by the framework are supported. Especially, the mechanisms of how CRM processes can influence the customer value and financial performance are explored. Originality of the research - The different effects of different DC approaches also suggested useful insights how to develop use them for tourism SMEs. There also has been an emerging urgency for the framework in the practice given the fact that there hasn’t been any of it in previous researches yet

Customer Relationship Management (CRM) in small and medium tourism enterprises: A dynamic capabilities perspective

Purpose – The objective of this study is to develop an integrated framework incorporating Customer Relationship Management (CRM) and Dynamic capabilities (DC) together for Tourism Small and Medium Enterprises (SMEs). Design – We reconcile theories from strategic management and marketing literatures to form an unifying framework of sources of performance differentials as the theoretical background. Successful factors for the framework including specific CRM processes, two different approaches in DC and specific business processes are defined. Methodology – The framework is tested on data collected from 111 SMEs in tourism industry in Vietnam using Partial Least Square Structural Equation Modeling (PLS-SEM). Approach – This study approaches CRM processes at the customer facing level and attempts to discover its effects to performance at firm-level analysis. Findings – The results show that the interrelationships suggested by the framework are supported. Especially, the mechanisms of how CRM processes can influence the customer value and financial performance are explored. Originality of the research - The different effects of different DC approaches also suggested useful insights how to develop use them for tourism SMEs. There also has been an emerging urgency for the framework in the practice given the fact that there hasn’t been any of it in previous researches yet. © 2018 University of Rijeka. All rights reserved.Internal Grant Agency of Faculty of Management and Economics, Tomas Bata University in Zlin [IGA/FaME/2016/020