scholarly journals Digital platforms: customer satisfaction, eWOM and the moderating role of perceived technological innovativeness

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
José L. Ruiz-Alba ◽  
Mohamad Abou-Foul ◽  
Alireza Nazarian ◽  
Pantea Foroudi
Keyword(s):  
Customer Satisfaction ◽  
Cost Saving ◽  
Structural Equation ◽  
Online Survey ◽  
Positive Impact ◽  
Collaborative Consumption ◽  
Content Type ◽  
Digital Platforms ◽  
The Relationship

PurposeThe paper aims to investigate how customer satisfaction can be achieved in the context of digital platform services, its influence on electronic word of mouth (eWOM) and how such relationships can be moderated by perceived technological innovativeness (PTI).Design/methodology/approachThe research framework was developed and empirically tested using an online survey and analysed using structural equation modelling (SEM). Data were gathered from 501 Uber customers in London, UK.FindingsThe study recognises and confirms that trust and cost saving enhanced customer satisfaction in Uber mobility services, which has a positive impact on eWOM. There are other findings regarding users who share rides vs those who do not share. Furthermore, it has been found that PTI moderates the relationship between customer satisfaction and eWOM.Originality/valueThe research draws on collaborative consumption literature and contributes to the antecedents of customer satisfaction in digital economy literature: trust, environmental impact, cost saving and utility. The study offers an empirical validation of the role of PTI in enhancing eWOM. The paper breaks new ground for a better understanding of how PTI can moderate the influence of customer satisfaction and eWOM in digital platforms.

The impact of technology CSFs on customer satisfaction and the role of trust

2014 ◽  
Vol 32 (5) ◽  
pp. 429-447 ◽  
Author(s):  
Muhammad Tahir Jan ◽  
Kalthom Abdullah
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation ◽  
Service Industry ◽  
Positive Impact ◽  
Valuable Insight ◽  
Content Type ◽  
Impact Of Technology ◽  
The Impact ◽  
The Relationship

Purpose – The purpose of this paper is to identify and test technology-related critical success factors (CSFs) and its impact on trust and customer satisfaction. Design/methodology/approach – This paper analyses the causal relationship that exists between technology CSFs and customer satisfaction. It also investigates the mediating role of trust between these two. For this purpose data were collected quantitatively from 349 employees working in different banks, through self-administered questionnaire. The data analysis was conducted using SPSS and AMOS software. Factor analysis was performed to extract and decide on the number of factors underlying the measured variables of interest. Structural equation modelling was then used to examine the variables and the fitness of proposed model. Findings – The result revealed that technology CSFs positively affect customer satisfaction. Also, trust partially mediates the relationship between technology CSFs and customer satisfaction. A significant positive impact of technology CSFs on trust, and trust on customer satisfaction have also been obtained. Practical implications – The significant influence that technology CSFs have on customer satisfaction and trust shows that technology-related CSFs are inevitable for the success of customer relationship management (CRM) in financial services industry, particularly banks. Policy makers of service industry in general and financial service industry in particular may benefit from the findings of this study. Originality/value – Despite the plethora of research on CSFs for CRM, very limited attention has been given to testing and validating the identified CSFs. Negligible research has been conducted to investigate trust as a mediating variable in the relationship between technology CSFs and customer satisfaction. This paper, therefore, offers valuable insight into technology-related CSFs and trust with their impact on customer satisfaction.

Celebrity transgression and consumers’ forgiveness: does religiosity matter?

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Anwar Sadat Shimul ◽  
Matthew Barber ◽  
Mohammad Ishmam Abedin
Keyword(s):  
Purchase Intention ◽  
Structural Equation ◽  
Online Survey ◽  
Intrinsic Religiosity ◽  
Content Type ◽  
Equation Modelling ◽  
Before And After ◽  
The Relationship ◽  
Practical Implications

Purpose This paper aims to examine the role of religiosity on consumers’ forgiveness when celebrities get involved in transgression. The celebrity’s reaction and its impact on consumers’ forgiveness is tested as well. In addition, consumers’ attitudes towards the brand and celebrity as well as purchase intention for the endorsed brand are examined both before and after the transgression. Design/methodology/approach Data (n = 356) were collected through a self-administered online survey and analysed though structural equation modelling in AMOS 26. Findings The results show that consumers’ attitude towards celebrity, brand and purchase intention gets weaker once the celebrity gets into transgression. Consumers tend to forgive more if the celebrity apologises (vs denies) for the wrongdoing. The hypothesised relationship between attitude towards celebrity and purchase intention did not sustain after the transgression. In addition, consumers’ intrinsic religiosity strengthens the relationship between attitude towards the celebrity and purchase intention. Practical implications The findings of this research present valuable implications for brands practitioners. Brands should formulate actionable contingency plans to mitigate the negative ramifications of celebrity transgressions. Specifically, intrinsic religiosity and celebrity apologies should assist consumers in forgiving the transgression and negate the implications that could have arisen if the celebrity instead denied the transgressions. Originality/value This research extends the previous research by examining religiosity and forgiveness within the context of celebrity transgressions. To the best of the authors’ knowledge, this is one of the first few research studies to consider the role religiosity plays in consumers’ intention to forgive celebrity transgressions.

Intrapreneurship to engage employees: role of psychological capital

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Jatin Pandey ◽  
Manish Gupta ◽  
Yusuf Hassan
Keyword(s):  
Work Engagement ◽  
Structural Equation ◽  
Online Survey ◽  
Psychological Capital ◽  
Business Environment ◽  
Content Type ◽  
Mediating Role ◽  
Survey Responses ◽  
The Relationship

PurposeIntrapreneurship is gaining traction in organizations to buckle up for the dynamic business environment. Scholars have argued that intrapreneurship increases positivity at work and helps employees attach themselves better with their job. However, empirical evidence suggests that these relationships do not exist. The objective of this paper is to examine the mediating role of psychological capital (PsyCap) in the relationship between intrapreneurship and work engagement.Design/methodology/approachData were collected through an online survey. Responses from 309 employees working in different industries in India were analysed. Structural equation modelling (SEM) was used to analyse the hypothesized relationships.FindingsThe results show that there exist positive relationships among intrapreneurship, psychological capital (PsyCap) and work engagement. Further, it was observed that the PsyCap partially mediates the relationship between intrapreneurship and work engagement.Practical implicationsManagers may not only encourage intrapreneurial behaviour in their organizations but also ensure that the employees are psychologically capable (high on PsyCap). It would enable the employees to engage themselves wholeheartedly into their work.Originality/valueTo the best of the authors' knowledge, this study is one of its kinds to relate intrapreneurship with PsyCap and work engagement.

An empirical investigation of the relationship between intellectual capital and project success

2016 ◽  
Vol 17 (3) ◽  
pp. 471-483 ◽  
Author(s):  
Meliha Handzic ◽  
Nermina Durmic ◽  
Adnan Kraljic ◽  
Tarik Kraljic
Keyword(s):  
Intellectual Capital ◽  
Structural Equation ◽  
Project Success ◽  
Positive Impact ◽  
Three Dimensions ◽  
Systematic Sampling ◽  
It Projects ◽  
Content Type ◽  
The Relationship

Purpose – The purpose of this paper is to empirically investigate the relationship between project-specific intellectual capital (IC) and project success in the context of information technology (IT) projects. Design/methodology/approach – Using data collected from surveys of 603 IT professionals across a variety of projects, the authors constructed a structural (structural equation model) model in AMOS to examine the relationships between three dimensions of project-specific IC (project team, project customer and project process) and project success. Findings – The empirical results support the proposition that IC has a positive impact on project success, and thus may be a good indicator of future projects’ performance. More importantly, the authors found out an important mediating role of a project’s structural capital (process) in exploiting its human (team) and relational (customer) capital for realising project success. Research limitations/implications – Interpretation of current results should be considered in light of the following methodological limitations: convenient rather than systematic sampling, use of previously untested measures and prevailing European subjects. Practical implications – These results suggest that project-based organisations need to invest heavily in their project workforce talent and then translate it into superior project practices in order to produce successful IT projects. They also need to maintain close relationships with their project customers and involve them during the entire project process. Originality/value – The current empirical evidence extends the understanding of the role of IC in improving project success and thus helps project-based organisations create and maintain competitive advantage in emerging economies.

Should we engage variety seeking customers?

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ashish Gupta ◽  
Shivendra Pandey
Keyword(s):  
Customer Satisfaction ◽  
Customer Value ◽  
Structural Equation ◽  
Customer Engagement ◽  
Variety Seeking ◽  
Content Type ◽  
Moderation Effect ◽  
The Relationship ◽  
Moderating Role

Purpose The study aims to examine the moderating role of variety-seeking behaviour between customer engagement and its antecedents (customer satisfaction and customer value). Further, this study also tests the existence of the value-satisfaction-engagement behaviour chain. Design/methodology/approach The perception of 262 respondents was used to examine the hypothesis using the structural equation modelling approach. Findings The moderation effect of variety-seeking behaviour between customer satisfaction and customer engagement was found to be significant. Also, customer satisfaction fully mediated the relationship between perceived value and customer engagement, hence, empirically validating the value-satisfaction-engagement model in the retailing context. Research limitations/implications The findings draw managers' attention towards the segment of consumers who are more likely to be engaged, thus helping managers develop a more efficient and focussed strategy to achieve customer engagement. The result also suggests that variety-seeking buyers may not get engaged even after satisfaction. Originality/value This paper is among the first to empirically test the moderating role of variety-seeking behaviour to achieve customer engagement.

The mediating role of decentralization between strategy and performance

2019 ◽  
Vol 32 (4) ◽  
pp. 409-425 ◽  
Author(s):  
Qinglan Chen ◽  
Tor Eriksson
Keyword(s):  
Empirical Analysis ◽  
Structural Equation ◽  
Online Survey ◽  
Corporate Strategy ◽  
Group Analysis ◽  
Business Environment ◽  
Content Type ◽  
Mediating Role ◽  
The Relationship

Purpose The purpose of this paper is to empirically examine the mediating role of decentralization in the relationship between a firm’s strategy and its performance in the context of an advanced economy where the chief corporate strategy is differentiation. Design/methodology/approach The study uses data collected by an online survey targeting a stratified sample of 1,238 private firms operating in Denmark. The empirical analysis was carried out by estimating a structural equation model. Findings The key finding was that a decentralized organization (DO) can act as a mediator between a firm’s differentiation strategy and its performance. A multi-group analysis revealed that the mediating impact of decentralizing was affected by contingency factors such as firm size, strategic clarity, degrees of business environment risk and industry competition. Thus, a DO can be said to play a more important role in larger firms, in firms with less strategic clarity, and in companies with multiple plants. Research limitations/implications Although the study offers empirical evidence from a relatively large and representative sample of firms, the specificity of the context should be noted. In particular, firms in Denmark, while facing strong competition, do not compete with low costs. Clearly, studies of the mediating role of decentralization in low-cost strategy environments would be an important next step. Practical implications Several implications of the findings for organizational design and creation of beneficial conditions for strategy implementations are discussed. Originality/value The novel contribution of the study lies in the focus on decentralization as a mediator in the strategy–performance relationship. While previous research has shown that strategy is related to decentralization, and that decentralization is associated with higher performance, an empirical analysis of the relationship between the factors in the strategy-decentralization-performance path had not previously been undertaken.

The mediating impact of stickiness and loyalty on word-of-mouth promotion of retail websites

2014 ◽  
Vol 48 (9/10) ◽  
pp. 1828-1849 ◽  
Author(s):  
Sanjit Kumar Roy ◽  
Walfried M. Lassar ◽  
Gul T. Butaney
Keyword(s):  
Undergraduate Students ◽  
Structural Equation ◽  
Online Survey ◽  
Word Of Mouth ◽  
Website Quality ◽  
Content Type ◽  
Confirmatory Factor ◽  
Quality Dimensions ◽  
The Relationship

Purpose – The purpose of the study is to develop and empirically test a model which examines the relationship between e-servicescape dimensions, website quality dimensions, website stickiness, website loyalty and word-of-mouth (WOM). The role of WOM in influencing consumer behaviour is documented in literature. However, despite its growing importance, research on the antecedents of WOM in the e-retail context is sparse. Design/methodology/approach – Data were collected by circulating the questionnaire using an online survey from the graduate and undergraduate students enrolled in a large university in the northeastern USA. Out of 660 questionnaires distributed, 509 were usable. Data were analysed using confirmatory factor analysis and structural equation modelling. Findings – Results show that website stickiness and website loyalty are two different constructs which form the immediate antecedents of WOM. Results also show the indirect effects of e-servicescape and website quality dimensions on WOM. Practical implications – The findings of the study provides a better understanding of the factors likely to influence the WOM behaviour of e-retail store customers. Findings also provide valuable insights into the factors which managers need to focus on to make their e-retail website increasingly stickier. Originality/value – The contribution of the paper lies in eliciting the differences between stickiness to and loyalty to retail websites and extending the research on e-servicescapes.

Fresh food online shopping repurchase intention: the role of post-purchase customer experience and corporate image

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Kara Xiaohui Ma ◽  
Damien William Mather ◽  
Dana L. Ott ◽  
Eddy Fang ◽  
Phil Bremer ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation ◽  
Online Survey ◽  
Customer Experience ◽  
Corporate Image ◽  
Repurchase Intention ◽  
Content Type ◽  
Fresh Food ◽  
Post Purchase

PurposeThe purpose of this study is to investigate consumers' post–purchase experience when buying fresh food online. It examines the key dimensions of post–purchase online customer experience (post–purchase OCE) that impact customer satisfaction and repurchase intention. It also explores the role of corporate image as a moderator.Design/methodology/approachAn online survey was conducted in China to capture participants' post–purchase OCE, satisfaction, repurchase intention and perceived corporate image. Partial least squares structural equation modelling (PLS-SEM) was utilized to analyse data collected from 317 Chinese fresh food online shoppers. Moderated mediation analysis was conducted to analyse the moderating effect of corporate image.FindingsFour post–purchase OCE dimensions “product-in-hand”, “customer support”, “benefits” and “packaging” significantly drive customers' repurchase intention by enhancing customer satisfaction. “Delivery” is not influential. Additionally, for firms with a good corporate image, customer repurchase intention is more easily affected by post–purchase OCE than firms with a lower level of corporate image.Practical implicationsThe findings inform fresh food e-commerce firms of the critical post–purchase OCE dimensions that mostly drive customer satisfaction and help retain customers. Furthermore, it implies that firms with a good corporate image must provide high-quality post–purchase OCE that matches the image because the consequences associated with a poor post–purchase OCE can be severe.Originality/valueThis research is among the first to investigate fresh food post–purchase OCE. It also introduces the previously underexplored moderating role of corporate image.

The role of buyer-seller guanxi facets and positions in social commerce: an analysis of the buyer's perspective in Taiwan

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Wen-Kuei Wu ◽  
Hsiao-Chung Wu ◽  
Chih-Sung Lai
Keyword(s):  
Purchase Intention ◽  
Structural Equation ◽  
Online Survey ◽  
Positive Impact ◽  
Equation Modeling ◽  
Social Commerce ◽  
Content Type ◽  
And Cluster Analysis ◽  
The Individual

PurposeThis study aims to explore how a buyer's perceived buyer-seller (B-S) guanxi facets (i.e. ganqing, renqing and mianzi) and guanxi positions (i.e. zi-ji-ren, shou-ren and sheng-ren) affect the seller's influence effectiveness (SIE) and purchase intention (PI) in social commerce.Design/methodology/approachThis study conducted an online survey in three cities of Taiwan and collected a total of 364 data. The structural equation modeling and cluster analysis were used to test research hypotheses.FindingsThe results indicate that (1) each guanxi facet exerts a different and positive impact on SIE, but only one guanxi facet – renqing – helps improve PI, (2) guanxi facets can be used to predict the buyer's perceived guanxi position toward the seller, (3) the effect of guanxi facets on SIE and PI varies across B-S guanxi positions and (4) the SIE positively mediates effects of guanxi facets on the PI.Originality/valueThis study demonstrates the individual effect of each guanxi facet on SIE and PI and affirms the implicit guanxi position features guanxi facets and determines the buyer's perceived SIE and PI as well. To the best of our knowledge, these findings are rarely proposed in previous research and are beneficial for understanding the guanxi mechanism in social commerce.

Mediated effect of export assistance on export performance of Serbian manufacturing SMEs

2020 ◽  
Vol 15 (5) ◽  
pp. 649-667
Author(s):  
Katarina Njegić ◽  
Jelena Damnjanović ◽  
Biserka Komnenić
Keyword(s):  
Structural Equation ◽  
Online Survey ◽  
Export Performance ◽  
Competitive Intensity ◽  
Content Type ◽  
Managerial Resources ◽  
Proposed Model ◽  
Export Assistance ◽  
The Relationship

PurposeThe purpose of this paper was to examine the intervening role of export-related resources in the relationship between export assistance (EA) and export performance (EP) as well as the role of competitive intensity as a driver for the adoption of EA programmes by small and medium-sized enterprises (SMEs).Design/methodology/approachThe proposed model was tested on the sample of 119 SMEs that export from the Republic of Serbia. The data were gathered through an online survey. In order to test the hypotheses, partial least squares structural equation modelling (PLS-SEM) was used.FindingsThe results revealed that export-related resources (intellectual, relational and managerial resources) fully mediate the relationship between EA and EP. It was shown that competitive intensity in export markets had a positive effect on the amount of EA that SMEs receive from the government, EU and other organisations.Research limitations/implicationsThe number of firms that participated in the survey is small. Furthermore, the responses may be biased due to the auto-selection of SMEs. The research included only SMEs from different manufacturing industries. Thus, the implications of the research cannot be applied to the service sector.Practical implicationsThe findings of the conducted research are relevant for the managers of SMEs since they show the importance of using EA as an external resource. The use of EA improves EP through the enhancement of intellectual, relational and managerial resources. The results of this study also support further government investment in EA as it was found that EA is an effective tool for the improvement of EP of SMEs.Originality/valueThe effect of EA on EP was tested in Serbia, the research context in which this effect was not tested before. Besides, the proposed model gives insights into the factors that affect engagement in EA programmes, which is a topic rarely examined in the literature.

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