Do firms still need to be social? Firm Generated Content in social media

The aim of this paper is to investigate how firm-generated content (FGC) impacts consumer brand awareness, brand loyalty, and electronic word of mouth (eWOM), and how this, in turn, influences consumer purchase intention. In order to test this conceptual framework, statistical analysis was carried out employing structural equation modelling. The findings indicate that FGC has a positive impact on brand awareness, brand loyalty, eWOM and purchase intention. Furthermore, the results reveal that a link exists between consumer eWOM behaviour and brand awareness and loyalty. This study also demonstrates that company communication through Facebook and Instagram has a positive effect on consumer purchase intention. Finally, it has been shown that, regarding eWOM and purchase intention, firm-generated content posted on Instagram has a greater impact on its users than that posted on Facebook. Consumer purchase intention is increasingly impacted by the growing use of social media (SM) by companies and marketers. This changing environment has opened up new challenges. However, there is still much work to be done in understanding the full effects of firm-generated content communication, and how this influences consumer brand perception and purchase intention

How to reduce the negative impact of customer non-compliance: an empirical study

This article focuses on the notion of customer non-compliance with front-line employees' instructions and company's policies during the service encounter. The aim of the study is to offer an alternative solution to the issue of customer non-compliance, exploring the factors that reduce its negative impact on service quality. For that reason, we developed a conceptual framework integrating the negative influence of customer non-compliance on perceived service quality with three moderating effects. To test the validity of the framework, a hierarchical approach was followed and data were collected from 120 managers and 585 customers of 120 hotels. The results confirm the negative influence of customer non-compliance on perceived service quality and indicate three organizational factors as reducing moderators of this influence: customer orientation, service blueprinting effectiveness and employee empowerment. Based on these conclusions, important implications for academics and practitioners are drawn

Improving SMEs competitiveness with the use of Instagram Influencer Advertising and eWOM

Under Saudi Vision 2030, there will be a forthcoming increase in support to small or medium-sized enterprises (SMEs) from the current 20 percent of GDP to 35 percent. Thus, SMEs’ access to finance will become easier. At the same time, the cosmetics retail industry is expected to rapidly grow in the next few years because of the already mounting demand and availability of cosmetics through online channels. The purpose of this study is to explore the use of beauty Instagram influencers in advertising as a tool to increase competitiveness for SMEs. An exploratory research design was employed, and in-depth interviews conducted to gain a better understanding of female Saudi young adults’ perceptions of trust towards Instagram influencers, electronic word-of-mouth (eWOM), and advertising. Implications for SMEs managers are also discussed

Applying FCM to Predict the Behaviour of Loyal Customers in the Mobile Telecommunications Industry

Using empirical data from the Kuwaiti mobile telecommunications sector, this study models a fuzzy cognitive map (FCM) to investigate the reciprocal effects of customer loyalty and its antecedents in an emerging market context. This study investigates the effect of perceived service quality, perceived service value and brand equity on customer loyalty and the simultaneous analysis of the reverse causality of these variables. Data pertaining to 350 subscribers were analysed. According to the results, the model reaches the equilibrium when brand equity and customer loyalty are increased and reach an optimal level. Based on these findings, the authors provide implications for managers in the mobile telecom industry

Green consumerism, green perceived value, and restaurant revisit intention: Millennials' sustainable consumption with moderating effect of green perceived quality

Adopting green practices does not always guarantee customer retention and loyalty. Employing the theoretical lens of cue utilization theory, we conceptualize green perceived quality as sending internal and external cues which help consumers form judgments about product quality and perceived value. Based on a survey of 280 restaurant customers, we hypothesize and report a positive and significant influence of both green consumerism and green perceived value on customer revisit intention. Further, the results confirm the moderating role of green perceived quality. From a practical point of view, managers interested in benefiting from the green practices of their restaurants should focus on increasing their customers' evaluation and overall judgment of the environmental quality of both their food and services

Antecedents of online services’ perceived usefulness: an empirical research

The present study explores the factors that determine doctors' perceptions of the usefulness of online professional services and the latter's influence on their purchase intention. The study's conceptualization is based on the Technology Acceptance Model and the incorporation of professionals' individual differences as well as the nature of the online service. On this basis, a theoretical framework is developed and empirically tested using data collected from 100 physicians through personal interviewing. During the interviews each of the physicians was asked to provide information on the study's variables for two different types of innovative online services commercial or educational. The results indicate that perceived usefulness is positively related to four major variables: perceived ease of use, social influences, individual differences as described by the physician's level of education, work status and self-efficacy and the nature of the service. Finally, in agreement with former studies, the relationship between perceived usefulness and physicians' purchase intention was also found positive and significant. Based on the study's results, important implications for managers and suggestions for further academic research are presented

Antecedents of doctors’ purchase intention for innovative professional services: differences between commercial and educational services

The present paper seeks to investigate the factors that influence doctors' purchase intention for supplementary professional services that have been recently introduced to the market and how these factors alter accordingly to the nature of the services. For that reason a theoretical framework has been developed and empirically tested using data collected from 100 doctors. All doctors were personally interviewed with the use of a structured questionnaire. In order to explore for potential differences depending on the nature of service, two different cases of services were used: a commercial service (e-detailing) and an educational one (on-line training). The results of our study indicate six factors that influence significantly doctors' intention to buy the addressed services. Three of them derive from the technology acceptance theory and the TAM model (perceived usefulness, ease of use and professional image) while the rest refer to the doctors' professional characteristics (work experience, current employee status, and familiarity with the on-line context). Another important conclusion of the present study is that the influence of the aforementioned parameters on doctors' purchase intention is different for the two kinds of services. These differences also imply that perhaps alternative marketing approaches are suitable for the two service contexts

Choosing Among Alternative Brands: Revisiting the Way Involvement Drives Consumer Selectivity

This study provides original theoretical and practical insights on the role of involvement in consumer decision making by demonstrating its negative effect on the relative size of the consideration set. Two experimental studies were conducted to test the relations between these constructs. The moderating effect of the nature of a product category and of the decision-making context were also examined. The results suggest that high involvement makes consumers more selective when evaluating the brands, they consider for purchase. This points towards different marketing practices in order to enhance brand attitudes or strengthen brand awareness accordingly

Business-to-Business Marketing Communication: Value and Efficiency considerations in recessionary times.

This book addresses the rapidly changing Business-to-Business (B2B) marketing communication landscape, in particular the shrinking of marketing budgets and the increasing demand for measurable results. Despite the rapid drop of print media usage, the authors suggest the need for increased accountability for the use of advertising media and highlight ways to boost effectiveness. The book provides a robust analysis of the current B2B environment along with a research-informed illustration of the future. Aiming to fill a gap in existing literature and offer new research findings, this study offers a comprehensive guide to assist practitioners in decision-making and a stimulating analysis of the B2B marketing communications landscape which will be of great interest to academics of marketing and communications