Islamic influence on customer satisfaction: evidence from Takaful and conventional insurance industry

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Waheed Akhter ◽  
Hassan Jamil ◽  
Kim-Shyan Fam
Keyword(s):  
Customer Satisfaction ◽  
Relationship Quality ◽  
Insurance Industry ◽  
Vital Role ◽  
Content Type ◽  
Customer Switching ◽  
The Family ◽  
Managerial Implications ◽  
The Impact

Purpose This paper aims to identify Islamic influence on customer satisfaction in Pakistan Takaful and conventional insurance industry. Specifically, it analyses the vital role of Shari’ah perception in achieving higher customer satisfaction. Design/methodology/approach The data from 400 customers of both the family Takāful and life insurance (200 each) were collected. Further, the regression-based bootstrapping approach was applied through process macro developed by Hayes (2013). Findings The results indicate that a higher Shari’ah perception positively affects the customer satisfaction in the Takaful industry with improved service and relationship quality; whereas, it negatively affects customer satisfaction in case of the conventional insurance. Further, it has been found that customer satisfaction partially mediates the customer switching intentions in both the Takaful and conventional insurance industry in the presence of service quality and relationship quality. Practical implications This research will enable the practitioners to understand the factors that affect customer satisfaction in Pakistan. It has the essential policy and managerial implications for the growth of the Takaful and conventional insurance industry. Originality/value This is one of the pioneer studies investigating the impact of Islamic influence (specifically Shari’ah perception) on customer satisfaction in both the Takaful and conventional insurance industry in Pakistan.

scholarly journals Role of The Family in Entrepreneurship Develoment in Nepali Society

2016 ◽  
Vol 9 (1) ◽  
pp. 37-47 ◽  
Author(s):  
Sushil Kumar Pant
Keyword(s):  
Economic Growth ◽  
Statistical Tests ◽  
Job Creation ◽  
Vital Role ◽  
Ethnic Communities ◽  
Entrepreneurship Research ◽  
Entrepreneurship Development ◽  
The Family ◽  
The Impact

Entrepreneurship is the engine for social and economic growth of any society. It drives people toward wealth and job creation, which leads to better lives for people in the society. There has been growing interest in entrepreneurship research recently. This paper attempted to assess the impact of family in Nepalese society. This was viewed as essential in a country in which more than 125 ethnic communities are found. The findings show that family has some impact in people to become entrepreneurship but it was not strongly substantiated by statistical tests. It was found that entrepreneur’s parental profession plays some role in entrepreneurship development in Nepal which was similar to some findings that parental profession plays vital role in the choice of profession in children.Journal of Nepalese Bussiness Studies Vol. 9, No. 1, 2015 pp. 37-47

Impact of internal and external CSR on organizational performance with moderating role of culture: empirical evidence from Chinese banking sector

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Abdul Waheed ◽  
Qingyu Zhang ◽  
Abaid Ullah Zafar ◽  
Hashim Zameer ◽  
Muhammad Ashfaq ◽  
...  
Keyword(s):  
Organizational Performance ◽  
Banking Sector ◽  
Content Type ◽  
Managerial Implications ◽  
Corporate Social ◽  
The Impact ◽  
The Relationship ◽  
Moderating Role ◽  
Chinese Banking

PurposeThis study investigates the impact of corporate social responsibility (CSR) on organizational performance, especially competitive performance (CP) along with moderating role of the organizational culture (OC) from the banking sector of China. Drawing on the stakeholder theory, the first goal is to examine the relationships between CSR and organizational CP. Second, the purpose is to evaluate the moderation of OC between the relationship of CSR and CP, respectively.Design/methodology/approachSEM using SmartPLS was majorly engaged to ascertain the relationship and to inquire the assumed hypotheses. The convenience sampling was engaged to collect the data from the Chinese banking market with the help of students, colleagues and personal visits.FindingsThe findings exhibited that CSR both external and internal CSR has significant correlations on organizational CP within banking sector of China. Second, the findings revealed a positive moderation influence of OC between the relationships of CSR and organizational CP. The comprehensive analysis of each factor of CSR on organizational CP was autonomously inspected to understand the insights which ensure that how the incorporation of CSR and OC activities may improve organizational CP.Research limitations/implicationsThis study faces numerous limitations related to sample and geographic locations that assure new work possibilities for researchers across the world.Practical implicationsThis study equips insightful information for management on how organizations can obtain CP by consolidating CSR and OC activities as their more productive strategic tools. This article endows with potential theoretical and managerial implications with empirical addition to concerned literature of OC, CSR and organizational CP.Social implicationsUnderstanding OC and CSR activities can provide interesting and helpful insights for the personnel to perform well within the banking institutes.Originality/valueThe topic of CSR and culture has been known as the evolving concept that is getting strong concern for the researchers. The additional work particularly empirical is yet required to explore the insights on CSR and OC themes worldwide, especially in developing nations.

A relational perspective on entrepreneurial ecosystems

2018 ◽  
Vol 12 (2) ◽  
pp. 220-231 ◽  
Author(s):  
Thomas G. Pittz ◽  
Giles Hertz
Keyword(s):  
Vital Role ◽  
Delphi Panel ◽  
Entrepreneurial Ecosystem ◽  
Research Activity ◽  
Content Type ◽  
Entrepreneurial Ecosystems ◽  
Key Skills ◽  
The University ◽  
The Impact

Purpose The purpose of this paper is to explore the role of the entrepreneurship center (EC) in the larger entrepreneurial ecosystem. Entrepreneurial ecosystems thrive because of complex interdependencies and dynamic relationships between and among its participants. While the university has often been highlighted as a key player in the entrepreneurial ecosystem, the role of the EC within the university, despite its strategically influential position in stimulating entrepreneurship, has not received sufficient attention in scholarship. Design/methodology/approach The authors attempt to address this gap in scholarship using an expert Delphi panel approach to explore the vital role that the EC plays in ensuring the vibrancy of the regional entrepreneurial ecosystem. In doing so, the authors tackle the question of sustainability of the EC by outlining a structural framework and key job characteristics of the EC director so that it may thrive beyond the tenure of a transformational leader. Findings In analyzing the responses of Delphi panelists and reviewing the theoretical foundations, the authors have identified three areas for discussion: the question of whether the EC director ought to be an academic job, the key skills of an effective EC director and how to sustain the EC after the departure of a transformative leader. Considering the vital role that the EC plays in the university and regional entrepreneurial ecosystems, these questions have importance for the future of the practice of entrepreneurship. Originality/value The role of the EC in the larger regional entrepreneurial ecosystem and the impact of the EC director are subjects that have been largely unaddressed by current scholarship. This is despite the growing number of ECs, the growth of entrepreneurship as a discipline, the desire to foster entrepreneurial universities and the struggle to find suitable EC leadership talent. The EC is critical for bringing together various actors within the regional entrepreneurship ecosystem, creating and maintaining an entrepreneurial culture and fostering co-curricular learning to develop human capital, key benefits that the university provides on top of its research activity.

Quality management benefits through the “soft” and “hard” aspect of TQM in food companies

2014 ◽  
Vol 26 (5) ◽  
pp. 431-444 ◽  
Author(s):  
Evangelos Psomas ◽  
Fotis Vouzas ◽  
Dimitrios Kafetzopoulos
Keyword(s):  
Quality Improvement ◽  
Quality Management ◽  
Customer Satisfaction ◽  
Employee Benefits ◽  
Direct Impact ◽  
Total Quality ◽  
Content Type ◽  
Binary Character ◽  
The Impact

Purpose – The purpose of the paper is to examine the binary character of total quality management (TQM) in food companies and to determine the impact of the two aspects of TQM – the “soft” and “hard” – on the quality management benefits. Design/methodology/approach – A research project was carried out in 90 Greek food companies, using the questionnaire method. Two measurement models have been formulated. The first model includes the TQM philosophical elements and quality tools/techniques, while the second model includes the quality management benefits. Exploratory factor analyses are applied to extract the latent factors. The factors that significantly influence the quality management benefits are determined through multiple linear regression analyses. Findings – The analysis of the models confirms the binary character of TQM (the “soft” and “hard” TQM elements) in food companies and the existence of internal and external quality management benefits. The “soft” TQM elements have a significant direct impact on quality improvement, employee benefits and customer satisfaction. However, the impact of the “hard” TQM elements on the above quality management benefits is not direct but indirect, through their significant correlation with the “soft” TQM elements. Finally, quality improvement is also a significant factor that directly influences employee benefits, customer satisfaction and business performance. Research limitations/implications – The small size of the sample of the responding food companies, the diversity of these companies and the subjective character of the data collected are limitations that suggest future research recommendations. Practical implications – Food companies should realize the leading role of the “soft” aspect of TQM and the supporting role of the “hard” aspect in maximizing the quality management benefits and as a consequence in withstanding the current economic downturn. Originality/value – Focusing on “quality-oriented” food companies that have ample experience in quality and food safety management systems, the present study reveals a significant direct impact of the “soft” TQM elements and an indirect impact of the “hard” TQM elements on the quality management benefits.

The impact of customer’s perceived service innovativeness on image congruence, satisfaction and behavioral outcomes

2015 ◽  
Vol 6 (3) ◽  
pp. 288-310 ◽  
Author(s):  
Sreejesh S ◽  
Amarnath Mitra ◽  
Debjani Sahoo
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation ◽  
Behavioral Outcomes ◽  
Empirical Support ◽  
Equation Modeling ◽  
Content Type ◽  
Service Firm ◽  
Image Congruence ◽  
The Impact

Purpose – This paper aims to provide empirical evidence of relationship between perceived service innovativeness, image-congruence, satisfaction and behavioral outcomes at the customer level. It hypothesizes a moderated mediation model, denoting that perceived service innovativeness relates to image-congruity dimensions, which, in turn, will promote satisfaction at cognitive and affective level, thereby creating strong behavioral outcomes. Design/methodology/approach – Data were collected through online surveys. The survey aimed at measuring the hypothesized constructs and other study-relevant information. Hypotheses were tested using the structural equation modeling technique. Findings – This paper validates the role of perceived service innovativeness as a mechanism facilitating development and transfer of customer’s image-congruence toward a service firm. It also finds that the image-congruity dimensions fully mediate the relationship between perceived innovativeness and satisfaction. The resultant customer satisfaction leads to the development of behavioral outcomes. Further, the study finds that perceived innovativeness have varying effects on image-congruence dimensions depending upon customer’s prior experience. Practical implications – The study provides evidence to managers that the customer-centric value creation through image-congruence requires development of positive perceived service innovativeness, which will result in customer satisfaction and their behavioral outcomes. Originality/value – The study is the first attempt to find empirical support for the role of perceived service innovativeness to create customer’s image congruity with a service firm. Further, analyzing how perceived service innovativeness, image-congruence, customer satisfaction and behavioral outcomes are related to each other is also an important contribution.

To leave or not? The impact of family support and cognitive appraisals on venture exit intention

2017 ◽  
Vol 23 (3) ◽  
pp. 566-590 ◽  
Author(s):  
Fei Zhu ◽  
Katrin Burmeister-Lamp ◽  
Dan Kai Hsu
Keyword(s):  
Family Support ◽  
Cognitive Appraisals ◽  
Content Type ◽  
Mediating Role ◽  
The Family ◽  
Challenge Appraisal ◽  
Job Stressor ◽  
Relationship Of ◽  
The Impact

Purpose The purpose of this paper is to examine how family support affects challenge and hindrance appraisals, which in turn, influence entrepreneurs’ venture exit intention drawing on the challenge-hindrance job stressor model, family support, and the venture exit literature. Design/methodology/approach An experimental study (Study 1) was conducted to establish the relationships among family support, challenge and hindrance appraisals, and entrepreneurs’ venture exit intention. Two survey studies (Study 2 and Study 3) were conducted to extend the external validity of findings in Study 1 and to examine whether the theoretical framework holds in both the US and Chinese contexts. Findings All three studies demonstrate that family support decreases entrepreneurs’ venture exit intention by reducing hindrance appraisal. Study 3 also shows the mediating role of challenge appraisal in the family support – venture exit intention relationship. Originality/value This research contributes to the family embeddedness perspective not only by showing its relevance to the venture exit context but also by validating the relationship of family support with cognitive appraisals and venture exit intention in two cultural contexts. It also contributes to venture exit research by highlighting the unique role of cognitive appraisals in the formation of entrepreneurs’ venture exit intention.

The impact of customer performance on IMC outcomes: firm size moderation in the inter-country context

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Vera Butkouskaya ◽  
Joan Llonch-Andreu ◽  
María-del-Carmen Alarcón-del-Amo
Keyword(s):  
Structural Equation ◽  
Developing Economies ◽  
Group Analysis ◽  
Vital Role ◽  
Primary Data ◽  
Equation Modeling ◽  
Content Type ◽  
Market Growth ◽  
The Impact

PurposeTaking the customer-centric nature of integrated marketing communications (IMC), this article investigates the specific role of customer performance in IMC effectiveness in various size companies applying inter-country context.Design/methodology/approachThe sample consists of the primary data from developed (Spain) and developing (Belarus) economies. A total of 540 manager respondents participated in the survey. The article uses structural equation modeling and multi-group analysis for analysis.FindingsWhen taking into consideration, customer performance affects the IMC outcome on the market and financial performance. The customer performance role varies in firms of various sizes and small- and medium -sized enterprises (SMEs) operating both in developed and developing economies.Research limitations/implicationsThe research underlines the significant role of customer performance in IMC implementation, which stimulates further investigation on the topic. It also closes the gap in the IMC outcomes analysis in SMEs operating in developed and developing economies.Practical implicationsCustomer evaluation plays a vital role in the IMC outcomes for market growth and financial returns. SMEs and larger companies implement IMC with different levels of effectiveness. SMEs with IMC implementation can gain an advantage over larger rivals and improve their market position. Moreover, the study generalizes the results by applying inter-country context.Originality/valueThis is a pioneering study of the complex IMC outcomes model under firms' size moderate conditions. The research applies an inter-country context.

Improving customer satisfaction by increasing the reach: Life Insurance Corporation of India

2016 ◽  
Vol 6 (2) ◽  
pp. 1-21
Author(s):  
Prashant Raman
Keyword(s):  
Customer Satisfaction ◽  
Learning Outcomes ◽  
Life Insurance ◽  
Traditional Approach ◽  
Insurance Industry ◽  
Subject Area ◽  
Modern Approach ◽  
Content Type ◽  
Daunting Task

Subject area Strategic Management and Marketing. Study level/applicability Management students (MBA). Case overview In the present times of global competition and busy schedules of individuals, it is expected that companies provide service with security, sincerity and flexibility keeping pace with changing global scenario of marketing. Service receiver expects competitive and optimum facilities with ease while sitting in any corner of the world at any time of the day. It implies that the service provider should be available at all times/all places for satisfying the needs of the customers. A daunting task ahead of Life Insurance Corporation of India (LIC) was to change its conventional approach and work toward a newer, user-friendly one. The top management, i.e. the Board of Directors, took up the task of identifying a quicker but securer approach to provide optimum facilities to the policyholders. Expected learning outcomes Achieving customer satisfaction through alternate collection channels and retaining market share, role of customer servicing in creating competitive advantage, challenges for a large public sector enterprise – traditional approach or modern approach, role of private companies in development of insurance industry, creating awareness about the product/service through different distribution channels and use of information and telecommunication technologies to reach remote places, are the expected learning outcomes. Supplementary materials Teaching notes are available for educators only. Please contact your library to gain login details or email [email protected] to request teaching notes. Subject code CSS 8: Marketing

Organizational tenure and knowledge-sharing behaviours

2018 ◽  
Vol 30 (4) ◽  
pp. 291-307 ◽  
Author(s):  
Daria Sarti
Keyword(s):  
Knowledge Sharing ◽  
Social Exchange ◽  
Critical Role ◽  
Central Italy ◽  
Negative Relationship ◽  
Content Type ◽  
Managerial Implications ◽  
Organizational Tenure ◽  
The Impact

Purpose This paper aims to contribute to research on the broad theme of knowledge-sharing (KS) behaviours and the impact that different organizational tenure may have on them. In this relationship, the relevance of the leader in enhancing sharing dynamics among employees is highlighted. Design/methodology/approach This study focuses on KS attitudes among employees with different numbers of years spent in the same organization, seen through the theoretical lens of a social exchange perspective. Specifically, the role of the leader in building a social exchange with co-workers is investigated as a managerial lever able to favour KS among a more experienced workforce. This paper starts by considering the relationship between organizational tenure and employees’ KS attitude. Furthermore, the specific role played by the leader–member social exchange with regard to this relation is described. The study’s hypotheses are tested on data collected from employees (N = 150) working in a non-profit organization located in central Italy. Findings The results suggest that a negative relationship exists between employees’ organizational tenure and KS attitude. In addition, the critical role of a leader’s support is demonstrated in moderating the effect of different organizational tenures on the KS attitude. Research limitations/implications This paper has both theoretical and managerial implications. Originality/value This paper contributes to the research on the important role of leaders in enhancing KS behaviors among co-workers when the number of years in the same organizations is a variable of interest.

Accentuate the positive: how identity affects customer satisfaction

2014 ◽  
Vol 31 (5) ◽  
pp. 371-379 ◽  
Author(s):  
Tilottama Ghosh Chowdhury ◽  
Kalpesh Kaushik Desai ◽  
Lisa Bolton
Keyword(s):  
Customer Satisfaction ◽  
Negative Experience ◽  
Content Type ◽  
Product Experience ◽  
Consumer Identity ◽  
Study Results ◽  
Managerial Implications ◽  
Positive Experiences ◽  
Performance Perceptions ◽  
The Impact

Purpose – The purpose of this research is to address an important gap in identity research – how does consumer identity affect satisfaction following an unambiguous product experience. Design/methodology/approach – Two experiments were conducted involving a product experience scenario and a service recovery encounter. Findings – Study results demonstrate that experience valence moderates the impact of identity on customer satisfaction. Specifically, we find that identity improves satisfaction with a positive (but does not increase dissatisfaction with a negative) experience, and this effect arises via enhanced performance perceptions under positive experience rather than expectations. Research limitations/implications – Our research investigates whether the prior research argument that identity is a powerful and “sticky” source of brand evaluation is robust to product experience. Specifically, we extend the disconfirmation paradigm of satisfaction by identifying identity as a driver of satisfaction and by testing whether identity effects emerge via biased perceptions of performance or altered expectations. Practical implications – Our findings offer interesting managerial implications in terms of using identity marketing to enhance customer satisfaction with positive experiences and to increase the effectiveness of recovery from brand failures, but identity marketing cannot shield a brand from negative product experience. Originality/value – To our knowledge, this research is first to demonstrate the joint effects of identity and experience information on satisfaction using two different identities and settings.

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