Measurement scales for technology-generated customer contact

2017 ◽  
Vol 37 (5) ◽  
pp. 534-556 ◽  
Author(s):  
Raghunath Rudran ◽  
Ajith Kumar J.
Keyword(s):  
Structural Equation ◽  
Online Shopping ◽  
Service Providers ◽  
Equation Modeling ◽  
Measurement Scales ◽  
Customer Contact ◽  
Content Type ◽  
Measurement Models ◽  
The Government

Purpose The purpose of this paper is to develop measurement scales for customer contact in a technology-generated context. Design/methodology/approach The authors adapted the scales of Froehle and Roth (2004), by following a systematic scale adaptation and development process. The adapted scales were tested for psychometric properties and refined by building measurement models using partial least squares structural equation modeling. Findings The authors found it necessary to revise Froehle and Roth’s (2004) original items in most of the scales. After testing, the “attitude towards the episode” scale was dropped and remaining nine scales were retained. Research limitations/implications The scales will be useful to future researchers on online shopping to advance their research. The scales can be tested and validated with data from multiple empirical contexts and adapted to those contexts as necessary. Future studies must examine path relationships between belief, attitude, and intention constructs. Practical implications The adapted scales can be useful to practitioners in the domain of online shopping to measure the beliefs, attitudes, and intentions of their customers. Potential beneficiaries include service providers, service designers, industry associations as well as regulators in the government. Originality/value The overarching contribution of this paper lies in developing scales pertaining to the online shopping context of technology-generated customer contact. The paper has simultaneously addressed two relatively less attended areas of research on service operations – the role of technology in customer contact and measurement of customer contact.

Young consumers' purchase intention toward organic food: exploring the role of mindfulness

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Alok Tewari ◽  
Smriti Srivastava ◽  
Divya Gangwar ◽  
Vimal Chandra Verma
Keyword(s):  
Purchase Intention ◽  
Structural Equation ◽  
Behavioral Control ◽  
Organic Food ◽  
Equation Modeling ◽  
Perceived Behavioral Control ◽  
Content Type ◽  
Young Consumers ◽  
The Government

PurposeThe role of mindfulness in influencing green behaviors has been recognized in literature though it has not been explored sufficiently in the context of organic food. This study makes an attempt to explore the role of mindfulness in influencing young consumers' purchase intention (PI) toward organic food in India.Design/methodology/approachA total of 348 useable responses were collected through an intercept survey at organic food stores using a purposive sampling approach. Data analysis was carried out through structural equation modeling.FindingsMindfulness emerged as a significant predictor of behavioral intention. Further, the specific indirect effects of mindfulness through attitude, perceived behavioral control (PBC), drive for environmental responsibility (DER) and label reference willingness (LRW) were also significant.Originality/valueThis research is one of the initial efforts to link mindfulness with PI for organic food. The results could help the government and marketers tap onto the potential of mindfulness with regard to environment-friendly products and frame appropriate strategies for stimulating the demand for organic food in India

Customer-contact employees’ empowerment and customer performance

2019 ◽  
Vol 69 (9) ◽  
pp. 1833-1859
Author(s):  
Sarra Berraies ◽  
Rached Chtioui ◽  
Mehrez Chaher
Keyword(s):  
Performance Indicators ◽  
Structural Equation ◽  
Banking Sector ◽  
Two Dimensions ◽  
Customer Relationship ◽  
Equation Modeling ◽  
Customer Contact ◽  
Content Type ◽  
Mediating Role

Purpose The purpose of this paper is to explore the relationship between the customer-contact employees’ (CCE) empowerment and customer performance indicators, namely, perceived service quality (PSQ), customer satisfaction (CS), customer loyalty (CL) and word-of-mouth (WOM). The authors deepen the analysis by highlighting the mediating role of the dimensions of the customer relationship management (CRM) effectiveness in this link. The authors also investigate links between customer performance indicators. Design/methodology/approach An empirical study was carried out on the basis of a questionnaire administrated to a sample of 215 Tunisian bank CCE and 516 customers. Data analysis was performed using the structural equation modeling method. Findings Findings reveal that the CCE’ empowerment contributes to PSQ, CS and all the dimensions of CRM effectiveness which in turn are key factors of customer performance. This research also outlines the mediating role of two dimensions of the CRM effectiveness, namely, organizational commitment and customer experience between CCE’ empowerment and PSQ and CS, respectively. In addition, the study highlights that PSQ improves CS which is positively linked to CL. Finally, loyal customers tend to generate positive WOM. Originality/value Few studies have investigated the effects of the CCE’ empowerment on PSQ, CS, CL and positive WOM, especially in the banking sector. This research fills this gap by highlighting the mediating role of the dimensions of the CRM effectiveness in these links. This paper offers interesting insights to bankers by providing them with tools to improve their customers’ relationship. In this sense, banks must bet on the proximity of the CCE as a key asset that allows creating a real sense of closeness with customers and offers lighting to banks on how to create customized marketing approaches to ensure customer performance.

Halal transportation adoption among pharmaceuticals and comestics manufacturers

2019 ◽  
Vol 11 (6) ◽  
pp. 1619-1639 ◽  
Author(s):  
Abdul Hafaz Ngah ◽  
T. Ramayah ◽  
Mohd Helmi Ali ◽  
Mohd Imran Khan
Keyword(s):  
Structural Equation ◽  
Service Providers ◽  
Equation Modeling ◽  
Content Type ◽  
Moderation Effect ◽  
Intention To Adopt ◽  
Factors Influencing ◽  
Pharmaceutical Manufacturers ◽  
Toe Framework ◽  
The Government

Purpose This study aims to identify the factors influencing the decision to the Halal transportation adoption among pharmaceuticals and cosmetics manufacturers. Design/methodology/approach Base on the technology-organization-environment (TOE) framework, applying the purposive sampling method, data were gathered from questionnaires distributed to the participants of Malaysia International Halal Showcase (MIHAS) and Halal festival (Halfest). Out of 110 questionnaires distributed, only 97 data from 102 respondents could be used for further analysis. SMART-PLS 3.2.7 was used to analyze the data for this study using a structural equation modeling approach. Findings Perceived benefits, competitive pressure (COMP) and customer pressure were found to have a significant relationship with the intention to adopt Halal warehousing services, the organizational readiness was found to be a not significant factor in the adoption of Halal transportation. Top management attitudes (TMAs) moderate the positive relationship between COMP and the intention to adopt Halal transportation services. Research limitations/implications This paper focuses on the Halal manufacturers in the pharmaceuticals and cosmetics industry who attended MIHAS and Halfest, which still not adopting Halal transportation activities. Practical implications The findings provide useful information to a better understanding of the factors influencing the adoption of Halal transportation among Malaysian Halal cosmetics and pharmaceutical manufacturers. Related parties such as the government, the Halal transport service providers and the customers could use these findings to plan further action to enhance the adoption of Halal transport adoption. Originality/value The study revealed the capability of the TOE framework to identify the factors influencing the decision to adopt Halal transportation among Malaysian Halal cosmetics and pharmaceutical manufacturers. TMA was found to have a moderation effect on the relationship between COMP and the intention to adopt Halal transportation.

An examination of innovative consumers’ playfulness on their pre-ordering behavior

2017 ◽  
Vol 34 (3) ◽  
pp. 226-240 ◽  
Author(s):  
Kyung-Ah Byun ◽  
Mayukh Dass ◽  
Piyush Kumar ◽  
Junghwan Kim
Keyword(s):  
Purchase Intention ◽  
Structural Equation ◽  
Experimental Studies ◽  
Equation Modeling ◽  
Measurement Scales ◽  
Content Type ◽  
Information Cues ◽  
Early Adoption ◽  
Congruity Theory

Purpose The purpose of this paper is to examine the role of playfulness on innovative consumers’ pre-order behavior for new products. Design/methodology/approach Drawing upon self-congruity theory and early adoption literature, the effects of playfulness and innovativeness on pre-order behavior and the role of self-congruity are tested using four experimental studies that are analyzed using generalized linear model (GLM) and structural equation modeling. Findings Results indicate that playfulness amplifies the advance-purchasing propensity, especially when the pre-launch information cues come from a credible source. Originality/value This paper refines playfulness measurement scales and proposes how both enjoyment- and creativity-based playfulness amplify the purchase intention among innovative consumers. The results assist product managers in developing advanced marketing plans before a new product is launched.

Barriers and enablers in adopting of Halal warehousing

2015 ◽  
Vol 6 (3) ◽  
pp. 354-376 ◽  
Author(s):  
Abdul Hafaz Ngah ◽  
Yuserrie Zainuddin ◽  
Ramayah Thurasamy
Keyword(s):  
Structural Equation ◽  
Service Providers ◽  
Negative Relationship ◽  
Equation Modeling ◽  
Management Support ◽  
Content Type ◽  
Government Sector ◽  
Toe Framework ◽  
The Government ◽  
Relationship Of

Purpose – This paper aims to identify the determinants of the adoption factors of Halal warehousing activities among Halal manufacturers in Malaysia. It is hoped that this work would contribute to the growth of research in the area of Halal adoption services. Design/methodology/approach – The data for this quantitative study were gathered from 140 participants of the Malaysia International Halal Showcase 2013. Smart PLS version 2.0 was used to analyze the relationship of each construct using the structural equation modeling approach. Findings – Awareness, complexity and top management support were found to be the determinant factors in the Halal warehousing services adoption among Malaysian Halal manufacturers. Supplier availability was found to have a negative relationship in the adoption of Halal warehousing services. Research limitations/implications – The findings of this study revealed some important implications and great values among researchers, Halal service providers and the government sector. It is also hoped that the findings of this study would give some insights into the adoption of Halal warehouse services. However, many other variables such as perceived benefits, consumer pressure and, also, industry pressure which may also contribute to a better understanding of Halal services should also be considered. Practical implications – The Halal service providers should focus their offer of services not only to areas around Kuala Lumpur and Selangor but also to other areas in Malaysia. There is a great demand for their services throughout the whole nation, as the Halal manufacturers are scattered all over East and West Malaysia. Originality/value – This study is an attempt to investigate and develop the Halal warehousing adoption model that was theoretically grounded in the technology, organization and environment (TOE) framework. This study found that the TOE framework could explain better each variable which has a relationship with the adoption of Halal warehousing activities.

Customer’s patronage decision toward health insurance products

2018 ◽  
Vol 30 (1) ◽  
pp. 62-83 ◽  
Author(s):  
Muhammad Sabbir Rahman ◽  
Fadi Abdel Muniem Abdel Fattah ◽  
Mahmud Zaman ◽  
Hasliza Hassan
Keyword(s):  
Factor Analysis ◽  
Health Insurance ◽  
Service Quality ◽  
Structural Equation ◽  
Service Providers ◽  
Dominant Role ◽  
Equation Modeling ◽  
Cross Sectional ◽  
Content Type

Purpose The purpose of this paper is to examine the influence of service quality, customer’s satisfaction and religiosity on customer’s patronage decision toward health insurance products. The paper also assesses the influence of religiosity on customer’s patronage decision. The influence of customers’ satisfaction as mediation between service quality and customer’s patronage decision was also measured. Design/methodology/approach A structured questionnaire was developed and administered to a sample of 200 respondents. This research applied the exploratory factor analysis, the confirmatory factor analysis and the structural equation modeling to test the proposed hypotheses. Findings The findings indicate that customers’ religiosity behavior has a significant influence on customer’s patronage decision for selecting health insurance products. The results also indicated that the role of customer’s satisfaction as a mediator in between the relationship of service quality and customer’s patronage decision is significant. Research limitations/implications This research is a cross-sectional study consisting of 200 respondents. In addition, the elements of the sample were Malaysian customers using health insurance products and services. Practical implications This study suggests that customers of health insurance products are more concerned with perceived service quality and perceived satisfaction. The role of religiosity also plays a dominant role. As a result, managers of the health insurance service providers need to focus more on benefits of service varieties centered toward their target customers in order to gain higher patronage decision of health insurance products. Originality/value The study sought to address the gap of religiosity aspects in health insurance products through intensive literature and offer a conceptual framework that tested service quality, customer’s satisfaction and religiosity in one integrated model under the perspective of health insurance industry. More importantly, it also examines the influence of religiosity on patronage behavior, thus shedding insights into the opportunities for understanding consumers in detail.

scholarly journals Relationship of individual social entrepreneurial orientations and intentions: role of social entrepreneurship education

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Muhammad Naveed ◽  
Muhammad Qamar Zia ◽  
Sobia Younis ◽  
Zubair A. Shah
Keyword(s):  
Social Entrepreneurship ◽  
Structural Equation ◽  
Vital Role ◽  
Entrepreneurial Intentions ◽  
Equation Modeling ◽  
Content Type ◽  
The Government ◽  
Relationship Of ◽  
The Relationship

Purpose The purpose of the study is to probe the influence of individual social entrepreneurship orientations (ISEO) and SE education (SEE) which could affect social entrepreneurial intentions (SEI) among students. Design/methodology/approach The data were gathered from 241 entrepreneurship discipline university students. The data were analyzed with structural equation modeling. Findings Findings suggest that ISEO plays a vital role in stimulating SEI; moreover, SEE further moderates ISEO and SEI's relationship among students. Practical implications Based on the results, academia should focus on SEE and the government should devise policies to encourage social entrepreneurial ventures to aid in social problems solution. Originality/value This study validates the relationship of different factors (orientations and intentions) of the theory of planned behavior in the SE domain and confirms the significance of SEE.

Innovation speed and competitiveness of food small and medium-sized enterprises (SME) in Malang, Indonesia

2019 ◽  
Vol 10 (5) ◽  
pp. 1152-1173 ◽  
Author(s):  
Benny Hutahayan ◽  
Stefanus Yufra
Keyword(s):  
Structural Equation ◽  
Creative Destruction ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Future Research ◽  
Innovation Development ◽  
Content Type ◽  
The Government

Purpose The purpose of this paper is to examine the role of creative destruction as mediation between the speed of innovation and competitiveness of food small and medium enterprises (SMEs). Creative destruction that is competence-based and market-based is usually done by incumbent enterprises to create barrier to entry and widen the distance with similar businesses, then the role of creative destruction as a mediation to strengthen the competitiveness is investigated. Design/methodology/approach To test this, data were collected from 161 SMEs that is the food SME population in Great Malang covering three areas namely Malang Municipality, Malang Regency and Batu Municipality. warp partial least square-structural equation modeling (WarpPLS-SEM) was applied because parameter estimation with WarpPLS-SEM is very efficient because it has greater statistical requirements than other covariant-based methods, which is more likely to deliver results that match the population condition (significant if that is in fact significant in the population). Findings The pace of innovation development is very important to improve the competitiveness of food SMEs. The idea of innovation is quickly realized and products that enter the market faster have a greater chance to improve competitiveness through profit and productivity. The pace of innovation development enhances the competitiveness of food SMEs. This study proves that competitiveness can be increased once the pace of innovation development is followed by creative destruction. Creative destruction in this case is done through increased competence and maintain the innovations that have been achieved by food SMEs. Increased business competence could be conducted through cost efficiency enhancing product quality and improving worker skill. It is conducted while maintaining the achieved innovation to strengthen the market network customer service and innovation in product packaging. The government’s role is proven not to strengthen the relationship of the pace of innovation development and competitiveness of food SMEs. The role of the government is reflected through credit facilities business licensing promotion marketing and training. These have been carried out by the government. Nevertheless, these activities do not generate widespread impact in strengthening the pace of innovation development to enhance the competitiveness of food SMEs. Research limitations/implications The main limitation of this study is that it analyzes processed foods and innovations in general. Future research should investigate one type of processed food based on the typology of innovation so as to provide more effective and efficient recommendations. Originality/value This is the first known analysis of innovation speed and creative destruction for SMEs of food sector.

A strategy tripod perspective on merger effectiveness in the higher education industry: the mediating role of future foresight

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Zahraa Sameer Sajwani ◽  
Joe Hazzam ◽  
Abdelmounaim Lahrech ◽  
Muna Alnuaimi
Keyword(s):  
Higher Education ◽  
Structural Equation ◽  
Government Support ◽  
Equation Modeling ◽  
Survey Method ◽  
Content Type ◽  
Mediating Role ◽  
Education Industry ◽  
Higher Education Industry

PurposeThe purpose of the study is to investigate the role of the strategy tripod premises, mediated by future foresight and its effect on merger effectiveness in the higher education industry.Design/methodology/approachA quantitative survey method was implemented, with the data provided by senior managers of 14 universities that went through a merger from the years 2013–2016. The proposed model was tested using partial least squares (PLS) of structural equation modeling (SEM).FindingsThe results indicate that government support, competitive intensity and knowledge creation capability relate positivity to merger effectiveness, and these relationships are mediated by future foresight competence.Originality/valueThe study provides a better understanding of merger effectiveness in the higher education industry by identifying the role of future foresight competence in the application of strategy tripod and its contribution on merger effectiveness. Results indicate that future foresight competence contributes to the merger effectiveness and enables the effective implementation of the strategy tripod dimensions in higher education mergers.

Effect of social capital on agribusiness diversification intention in the emerging market

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Le Dang Lang ◽  
Abhishek Behl ◽  
Nguyen Trung Dong ◽  
Yama Temouri ◽  
Nguyen Hong Thu
Keyword(s):  
Social Capital ◽  
Global Economy ◽  
Structural Equation ◽  
Emerging Market ◽  
Measurement Scale ◽  
Equation Modeling ◽  
Group Discussions ◽  
Content Type ◽  
Depth Interviews

PurposeCoronavirus disease 2019 (COVID-19) has seriously affected the global economy. How agribusinessmen are overcoming this crisis is being noticed in emerging markets. Using social capital to diversify agribusiness for getting more customers is a useful solution for the growth of agribusiness. However, there is a lack of evidence on the aggregate measurement scale of social capital and the influence of behavioral goals on the intention toward agribusiness diversification. Therefore, this study aims to develop an integrated measurement of social capital and investigate its effect on agribusiness diversification intention using the expanded theory of planned behavior (TPB).Design/methodology/approachA mixed-methods approach is used, including four in-depth interviews, three focus group discussions and two surveys. Structural equation modeling is applied to a sample of 484 respondents to test the proposed hypotheses.FindingsThe study shows the role of social capital in influencing the intention to diversify agribusiness under the premises of the resource-based view (RBV). The scale of social capital is also developed, which is the first integrated measurement of this asset. The findings contribute significantly to the existing knowledge of social capital, the TPB and diversifying agribusiness.Originality/valueThis is the first study to explore the comprehensive effect of the facets of social capital on behavioral intention through behavioral goals and determinants of the TPB under the premises of the RBV. The findings will help emerging economies, for example, Vietnam, where most farmers are family business owners or microscaled entrepreneurs in agriculture.

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