The era of consumer entitlement: investigating entitlement after a perceived brand failure

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Joanna Phillips Melancon ◽  
Mary Jane Gardner ◽  
Vassilis Dalakas
Keyword(s):  
Customer Service ◽  
Structural Equation ◽  
Negative Relationship ◽  
Equation Modeling ◽  
Service Encounters ◽  
Online Questionnaire ◽  
Content Type ◽  
Fan Identification ◽  
The Relationship ◽  
Relational Behaviors

Purpose The purpose of this study is to explore the antecedents of consumer entitlement among loyal consumers in response to a perceived brand failure, as well as the effect of consumer entitlement on satisfaction and behavioral intentions. Design/methodology/approach An online questionnaire asked 226 Game of Thrones viewers about their reactions to the final season of the series. Partial least squares structural equation modeling was the analysis method for testing the hypotheses. Findings Investment, perceived justice and collective fairness are all predictors of entitlement. Fan identification increases feelings of investment. Entitlement has a negative relationship with satisfaction, and satisfaction is positively related to relational behaviors. Practical implications Loyal, highly entitled consumers can make life difficult for a brand in customer service encounters, on social media and financially. The manuscript offers managers an understanding of which consumers and situations may elicit entitlement and how to mitigate entitlement. Originality/value This is one of the first studies to attempt to model antecedents of consumer entitlement and to study entitlement among highly loyal consumers in response to a perceived brand failure. The study furthers existing research by pointing out the effect of entitlement on the relationship with the brand and consequences for the brand, as opposed to past studies, which have largely explored the effects of working with entitled consumers on front-line employees.

Research on the influencing factors of the switching behavior of Chinese social media users: QQ transfer to WeChat

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Cong Yin ◽  
Yujing Zhou ◽  
Peiyu He ◽  
Meng Tu
Keyword(s):  
Social Media ◽  
Structural Equation ◽  
Negative Relationship ◽  
Switching Behavior ◽  
Equation Modeling ◽  
Online Questionnaire ◽  
Content Type ◽  
Important Relationship ◽  
Transfer Behavior ◽  
Behavior Function

PurposeThis research takes the transfer behavior of users from Tencent QQ to WeChat as an example to discuss the wider transfer behavior of social media users on the Internet.Design/methodology/approachThis paper collects data through a combination of offline interviews and online questionnaire surveys, and utilizes data analysis tools to construct structural equation modeling (SEM). Using Statistical Product and Service Solutions (SPSS) Statistics 22.0 and Analysis of Moment Structures (AMOS) 22.0 software with SEM, this study was carried out to provide reasonable statistical support for relevant proposed hypotheses based on 368 effective samples acquired through the questionnaire.FindingsThe findings of this study show that subjective norm, transfer experience, social communication, and knowledge acquisition all have significant associations with transfer intention and switching behavior. To be specific, transfer intention exerts a positive association on switching behavior; function setting, privacy protection and personal innovation have a favorable association with transfer intention; transfer cost has a significantly negative relationship with transfer intention and switching behavior; function setting has no important relationship on switching behavior.Originality/valueThe research results provide a reference for improving the viscosity and loyalty of social media users in the new era and resolving the problem of user churn.

scholarly journals Impacts of dynamic managerial capability and international opportunity identification on firm performance

2019 ◽  
Vol 27 (4) ◽  
pp. 339-363 ◽  
Author(s):  
Md Imtiaz Mostafiz ◽  
Murali Sambasivan ◽  
See Kwong Goh
Keyword(s):  
Financial Performance ◽  
Structural Equation ◽  
Negative Relationship ◽  
Manufacturing Firms ◽  
Equation Modeling ◽  
Opportunity Identification ◽  
Developed Country ◽  
Content Type ◽  
The Relationship ◽  
Export Manufacturing

Purpose This paper aims to investigate the antecedents and outcomes of international opportunity identification (IOI) in export-manufacturing firms. The fundamental question addressed in this research is: How does dynamic managerial capability (DMC) of entrepreneurs contribute to IOI and success of the firms? Design/methodology/approach The research model was tested through structural equation modeling among the readymade garment manufacturing firms in the least developed country, Bangladesh. A survey was conducted with a random sampling approach and responses were collected from 390 firms. Findings The salient findings are: DMC has direct and indirect impacts through IOI on financial and non-financial performance; IOI mediates the relationship between managerial social capital and non-financial performance and between managerial cognition and non-financial performance; IOI has a negative relationship with the financial performance of the firms; and scope of accelerated internationalization positively moderates the relationship between IOI and financial performance of firms. Originality/value This paper notably shows that DMC of export-manufacturing entrepreneurs leads to the identification of the right kind of opportunities, which, in turn, generate better performance. It is advantageous for this type of firm to operate a business in multiple countries.

scholarly journals Gamification in sport apps: the determinants of users' motivation

2020 ◽  
Vol 29 (3) ◽  
pp. 365-381 ◽  
Author(s):  
Paula Bitrián ◽  
Isabel Buil ◽  
Sara Catalán
Keyword(s):  
Structural Equation ◽  
Autonomous Motivation ◽  
Psychological Needs ◽  
Basic Psychological Needs ◽  
Equation Modeling ◽  
Online Questionnaire ◽  
Content Type ◽  
Game Elements ◽  
The Impact ◽  
The Relationship

PurposeGamification is a tool with great potential to motivate individuals to increase their physical activity. That is why sport apps for mobile devices, such as Nike+ or Strava, have integrated game elements. There is, however, little evidence of gamification's effectiveness in this field. Therefore, the aim of the present study is to analyze the impact of game elements included in gamified sports' apps on the satisfaction of basic psychological needs (i.e. competence, autonomy and relatedness). Similarly, the research analyzes the impact of these needs on autonomous motivation.Design/methodology/approachTo achieve these goals, data were collected from users of gamified sport apps, using an online questionnaire. The data were analyzed using partial least squares structural equation modeling.FindingsThe results showed that interaction in the app with achievement-related game elements satisfied the needs for competence, autonomy and relatedness; social-related elements satisfied the need for relatedness; and immersion-related elements satisfied the needs for competence and autonomy. Similarly, satisfaction of the needs for autonomy and relatedness while using the app is crucial to experience autonomous motivation.Practical implicationsThe findings of this study provide guidelines for practitioners and app developers.Originality/valueBased on self-determination theory, the paper provides new insights into the relationship between game elements included in sport apps and individuals' basic psychological needs and motivation.

Are salespeople born or made? Biology, personality, and the career satisfaction of salespeople

2015 ◽  
Vol 30 (2) ◽  
pp. 233-240 ◽  
Author(s):  
James M Loveland ◽  
John W Lounsbury ◽  
Soo-Hee Park ◽  
Donald W Jackson
Keyword(s):  
Personality Traits ◽  
Customer Service ◽  
Structural Equation ◽  
Latent Profile Analysis ◽  
Career Satisfaction ◽  
Profile Analysis ◽  
Emotional Stability ◽  
Equation Modeling ◽  
Content Type ◽  
The Relationship

Purpose – The purpose of this paper is to investigate the relationship between personality traits and both job and career satisfaction among salespeople. The authors also wished to examine the extent to which biologically based personality traits provided insights into job and career satisfaction. Design/methodology/approach – The authors used latent profile analysis (LPA) to assess a sample of 299 salespeople along the dimensions of emotional stability, extraversion, work drive, teamwork orientation, customer service orientation, optimism and both job and career satisfaction. Findings – The findings revealed two distinct groups, and these groups were markedly different along the biologically based traits of optimism, extraversion, emotional stability and along both job and career satisfaction. The differences across these groups were especially pronounced for career satisfaction. Practical implications – Our findings suggest that firms might wish to devote limited resources to improving the skill sets of salespeople with the “right” disposition, rather than attempting to train candidates to cope with the emotional and visceral aspects of sales. Originality/value – The relationship between biologically based traits and job/career satisfaction has not yet been examined. Moreover, the use of LPA provides interesting insights that regression or structural equation modeling-based approaches would not.

Co-creation and co-destruction of service quality through customer-to-customer interactions

2019 ◽  
Vol 31 (3) ◽  
pp. 1309-1329 ◽  
Author(s):  
Jiaqi (Gemma) Luo ◽  
IpKin Anthony Wong ◽  
Brian King ◽  
Matthew Tingchi Liu ◽  
GuoQiong Huang
Keyword(s):  
Service Quality ◽  
Brand Loyalty ◽  
Structural Equation ◽  
Equation Modeling ◽  
Service Encounters ◽  
Content Type ◽  
Convenience Sampling ◽  
Tourism And Hospitality ◽  
The Relationship ◽  
Practical Implications

Purpose This study draws on the service-dominant (S-D) logic paradigm to examine value co-creation and co-destruction. As these phenomena are driven by positive and negative “customer-to-customer” (C2C) interactions, this paper aims to examine their influence on tourist perceptions of service quality and how they shape affective responses toward tourism and hospitality services and brand loyalty. Design/methodology/approach Following a comprehensive literature review, the authors used convenience sampling to gather a large sample of tourists at Shanghai Disneyland, a recently opened and already popular international tourism attraction. Structural equation modeling was used to test for direct and moderated relationships. Findings The findings indicated that positive and negative C2C interactions have significant though differential impacts on customer responses. Furthermore, it was found that visitor arousal mediated the relationship between service quality and brand loyalty. Prior experience was identified as a moderator in the co-creation and co-destruction process during service encounters. Practical implications This paper is one of the first to examine the concept of co-destruction in the tourism and hospitality context. It contributes to the literature by demonstrating the merits of proactive service provision by tourism operators, taking account of both the co-creation and co-destruction of value. Originality/value The study extends the literature by taking account of both positive and negative C2C interactions when examining co-creation and co-destruction in the context of service encounters. It also contributes to knowledge by assessing the asymmetry of such interactions in the context of the customer experience.

Women’s glass ceiling beliefs predict work engagement and burnout

2017 ◽  
Vol 36 (9) ◽  
pp. 1125-1136 ◽  
Author(s):  
Senthil Arasu Balasubramanian ◽  
Remya Lathabhavan
Keyword(s):  
Glass Ceiling ◽  
Work Engagement ◽  
Structural Equation ◽  
Negative Relationship ◽  
Cross Sectional Study ◽  
Equation Modeling ◽  
Cross Sectional ◽  
Content Type ◽  
Female Employees ◽  
The Relationship

Purpose The purpose of this paper is to examine the relationship between glass ceiling beliefs, work engagement, and burnout. Design/methodology/approach A research model was developed based on the constructs from the Career Path Survey (CPS) and a literature review of research related to work engagement and burnout. Data from a cross-sectional study of 467 female employees from banks in India were collated and empirically tested, using structural equation modeling. Findings Denial and resilience were positively related to work engagement and negatively to burnout. Resignation and acceptance had a positive relationship with burnout and a negative relationship with work engagement. Research limitations/implications Further longitudinal studies focusing on different occupational sectors and career aspects can be considered for a more accurate and generalized insight into this concept. Practical implications Glass ceiling survey can be considered as an input for human resource functions for effectiveness of the organization. Originality/value This paper is the first to analyze the connection between the beliefs that women have about the glass ceiling and burnout and its components.

The mediating role of career resilience on the relationship between career competency and career success

2019 ◽  
Vol 11 (3) ◽  
pp. 209-231 ◽  
Author(s):  
Bilal Ahmad ◽  
Shahid Latif ◽  
Ahmad Raza Bilal ◽  
Mahnoor Hai
Keyword(s):  
Career Success ◽  
Structural Equation ◽  
Equation Modeling ◽  
Online Questionnaire ◽  
Cross Sectional ◽  
Content Type ◽  
Mediating Role ◽  
Career Resilience ◽  
The Relationship

Purpose The purpose of this paper is to empirically investigate the relationships between career competency, career resilience and career success. The study further examines the mediating role of career resilience on the relationship between career competency and career success. Design/methodology/approach Data were collected from 284 Islamic bank employees across Pakistan through a cross-sectional, self-reporting, online questionnaire. Partial least squares structural equation modeling was used to test the proposed hypotheses using Smart PLS version 3.0. Findings The study’s results indicate that career competency is a significant predictor of career resilience, and that career resilience is subsequently a significant predictor of career success. Further, the results of the structural equation model analyses supported the proposition that career resilience mediates the relationship between career competency and career success. Practical implications Human resource practitioners and managers can increase the likelihood of their employees’ career resilience by focusing on developing career-related competencies – an antecedent of career success. Originality/value The study clarifies prevailing misconceptions that assume a direct linear relationship between career competency and career success by establishing, through empirical evidence, that success is not an ultimate outcome of competence. In addition, it proposes an oversimplified model of the competence–resilience–success relationship.

A strategic mismatch: organizational politics and creative propensity

2018 ◽  
Vol 28 (2) ◽  
pp. 223-239
Author(s):  
Fatima Omer ◽  
Hamid Hassan
Keyword(s):  
Emerging Markets ◽  
Structural Equation ◽  
Positive Relationship ◽  
Emerging Market ◽  
Negative Relationship ◽  
Organizational Politics ◽  
Equation Modeling ◽  
Content Type ◽  
Foreign Companies ◽  
The Relationship

Purpose This paper aims to investigate the relationship between negatively perceived organizational politics (NPOP) on creative propensity (CP), while also studying their interplay with organizational commitment (OC) and job satisfaction (JS). Design/methodology/approach A survey technique was used in three different IT-related companies in an emerging market. Customers also included foreign companies for two of the three. In terms of age, these companies were roughly a decade old or more. Respondents were employees who were involved in IT-related jobs. Instrument was used five-point Likert scale. Data analysis involved partial least squares structural equation modeling (PLS-SEM). Findings JS appears to have a positive relationship with OC. Both factors have been shown to have a positive relationship with CP. NPOP appears to have a negative relationship with not only CP but also JS and OC. Originality/value This research aids in bridging a gap in research and contributes to literature with respect to the relationship among CP with JS, OC and NPOP. There is a need for greater research with respect to the relationship of CP with JS, OC and particularly with NPOP between these factors. This research would aid in bridging the gap by investigating relationships among these factors. Globalization and international business may increase the importance of creativity for IT-related as well as other companies. Businesses in emerging markets may require creativity for growth, survival and catching up to companies in developed markets or for competitiveness. With the prevalence of politics in organizations, it may be of strategic value for businesses in emerging markets to be able to calibrate these factors to increase their potential for creativity.

The relationship between preference for privacy and social media usage

2019 ◽  
Vol 37 (1) ◽  
pp. 43-54 ◽  
Author(s):  
Gary L. Hunter ◽  
Steven A. Taylor
Keyword(s):  
Social Media ◽  
Structural Equation ◽  
Positive Relationship ◽  
Negative Relationship ◽  
General Concept ◽  
Equation Modeling ◽  
Content Type ◽  
Media Usage ◽  
Privacy Preferences ◽  
The Relationship

Purpose This paper aims to investigate whether preferences for certain types of privacy predict the frequency and duration of social media usage as well as the moderating role of gender on these relationships. Design/methodology/approach An e-mail-based survey among the faculty, staff and students of a medium-sized mid-western university is used to gather data regarding preferences for privacy and social media usage. Using 530 respondents, structural equation modeling explores the relationship between the various privacy types, gender and social media usage. Findings Evidence supports a relationship between four types of privacy preferences and social media usage. A positive relationship exists between frequency of social media usage and a preference for not neighboring. Duration of social media usage shows a negative relationship with preferences for seclusion and reserve, and surprisingly, a positive relationship with a preference for anonymity. Gender moderates the relationship between preference for privacy and social media usage, offering evidence that intimacy, seclusion and reserve predict social media usage for males, while not neighboring and anonymity predict usage for females. Originality/value The study extends the privacy literature through investigating differential impacts of privacy preferences. The marketing literature examines privacy as a general concept, without allowing for differences in consumers' preferences for types of privacy. Additionally, the study shows that gender moderates the relationship between preferences for privacy and social media usage. A second contribution is investigating the relevance of a scale, developed in an age without social media, to an era permeated in social media.

The potential impact of the COVID-19 pandemic on work from home and employee productivity

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Rayees Farooq ◽  
Almaas Sultana
Keyword(s):  
Organizational Behavior ◽  
Structural Equation ◽  
Negative Relationship ◽  
Empirical Support ◽  
Equation Modeling ◽  
Employee Productivity ◽  
National Capital Region ◽  
Content Type ◽  
Work From Home ◽  
The Relationship

Purpose This study aims to test the relationship between work from home (WFH) and employee productivity during the COVID-19 pandemic. This study also examines the moderating role of gender in the relationship between WFH and employee productivity. Design/methodology/approach A sample of 250 respondents from hospitality, banking and information technology was taken from the National Capital Region and Punjab State of India. The hypotheses were tested using structural equation modeling and multi-group moderation analysis. Findings The findings provide support for the negative relationship between WFH and employee productivity. This study also provides empirical evidence that gender moderates the relationship between WFH and employee productivity. Originality/value This study is the first of its kind to test the relationship between WFH and employee productivity during the COVID-19 pandemic. This study contributes to the organizational behavior literature by providing empirical support to the organizational adaptation theory.

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