The impact of customer value types on customer outcomes for different retail formats

2016 ◽  
Vol 27 (4) ◽  
pp. 591-618 ◽  
Author(s):  
Kim Willems ◽  
Sara Leroi-Werelds ◽  
Gilbert Swinnen
Keyword(s):  
Latent Variable ◽  
Customer Value ◽  
Three Dimensional ◽  
Structural Equations ◽  
Content Type ◽  
Strategic Objectives ◽  
Value Types ◽  
Retail Format ◽  
The Impact ◽  
Retail Formats

Purpose – The purpose of this paper is to profile grocery retailers in terms of seven value types based on Holbrook’s value typology; to link these value types to three key outcomes (i.e. satisfaction, repurchase intention, and word-of-mouth); and to evaluate the impact of the retail format on performance and importance of the seven value types. Design/methodology/approach – For each retail format, the authors administered a consumer survey, resulting in an aggregate sample of 392 respondents. The authors used partial least squares structural equations modeling to test the relationships between the value types and key outcomes (i.e. importance) and ANOVAs to examine cross-format differences between latent variable scores of the value types (i.e. performance). Findings – The three retail formats included in the study perform differently on Holbrook’s value types (e.g. non-discounters excel in terms of aesthetic value and play, compared to hard and soft discounters). Furthermore, this study reveals that the strategic importance of each value type depends on the key outcome (e.g. whereas efficiency is the main source of satisfaction, play mainly drives the other two outcomes). Research limitations/implications – The authors randomly assigned respondents to one of the three retail formats irrespective of their personal preference or patronage. To conduct value-based segmentation, respondents should evaluate either their preferred format or all supermarkets. Practical implications – This study offers positioning advice to retail managers, according to their format and strategic objectives. Originality/value – Unlike previous research, this paper provides a cross-format comparison of retailers based on a three-dimensional value typology and its key outcomes.

Quality 4.0 and its impact on organizational performance: an integrative viewpoint

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Jiju Antony ◽  
Michael Sony ◽  
Sandra Furterer ◽  
Olivia McDermott ◽  
Matthew Pepper
Keyword(s):  
Literature Review ◽  
Organizational Performance ◽  
Customer Value ◽  
English Language ◽  
Business Processes ◽  
Industrial Revolution ◽  
Social Performance ◽  
Content Type ◽  
Strategic Objectives ◽  
The Impact

PurposeQuality 4.0 is managing quality during the fourth industrial revolution. It is used by modern-day organizations as a strategy to compete and thrive in the marketplace. The purpose of this study is to analyze the potential impact of Quality 4.0 on organizational performance.Design/methodology/approachThis study through an integrative literature review critically analyzed 41 previous literature articles to study the impact of Quality 4.0 on various metrics of organizational performance.FindingsThe results of the review suggest that Quality 4.0 may have an impact on financial performance, customer value proposition, internal business processes, learning and growth, environmental performance and social performance.Research limitations/implicationsThis study is limited by the databases reviewed. The second limitation is that this study considered articles published in the English language. Therefore, articles published in other languages were not considered in this study.Practical implicationsOrganizations can use the findings of this study to strongly leverage the implementation of Quality 4.0 to reach their strategic objectives and improve competitive advantage.Originality/valueThis is the first study to explore the impact of Quality 4.0 on organizational performance through an integrative literature review.

Developing a model for supply chain agility and innovativeness to enhance firms’ competitive advantage

2019 ◽  
Vol 57 (7) ◽  
pp. 1511-1534 ◽  
Author(s):  
Chih-Jou Chen
Keyword(s):  
Supply Chain ◽  
Competitive Advantage ◽  
Dynamic Capabilities ◽  
Business Environment ◽  
Structural Equations ◽  
Survey Method ◽  
Content Type ◽  
Supply Chain Agility ◽  
It Integration ◽  
The Impact

Purpose Developing agility and innovativeness as dynamic capabilities are important for firms to sustain their competitive advantage in today’s global economy. The purpose of this paper is to develop and empirically test a framework to investigate how the supply chain agility and innovativeness are achieved through IT integration and trust in members of supply chain and how these, in turn, can enhance firms’ competitive advantage. Design/methodology/approach This research employs a survey method and data are collected from senior managers working in the supply chain or IT area. The model and hypotheses are tested utilizing data from 204 usable Taiwan manufacturing firms via structural equations modeling methodology. Findings The study demonstrates that both IT integration and trust in supply chain members significantly enhance supply chain agility and innovativeness, which in turn positively affect firm’s competitive advantage. The results indicate that IT integration and trust are antecedents and major joint partnership resources for improving supply chain agility and innovativeness. Research limitations/implications Data are collected from manufacturing industry in Taiwan and single respondent from each firm, the generalizability of current findings to other industries or countries should require additional investigation. Practical implications The study suggests that a firm should focus on IT integration and trust in supply chain members to achieve supply chain agility and innovativeness. To take advantage of supply chain agility and innovativeness, through maximizing firm’s competitive advantage, firms should continually adapt to the fast changing business environment and search for creative ways to satisfy new market needs. Originality/value Given the attention paid to supply chain agility and innovativeness in terms of importance to responding to business uncertainty and competitiveness, and more recently, as important capabilities in managing supply chain management, this paper investigates how IT integration and trust can contribute to supply chain agility and innovativeness. Provide evidence regarding the impact of IT integration and trust on agility of supply chains, innovativeness and competitive advantage.

Off-price versus price-off

2014 ◽  
Vol 42 (10) ◽  
pp. 902-928 ◽  
Author(s):  
Ronald L. Hess Jr ◽  
Lawrence Ring
Keyword(s):  
Marketing Research ◽  
Extreme Points ◽  
Department Store ◽  
Future Research ◽  
Department Stores ◽  
Content Type ◽  
Store Attributes ◽  
The Us ◽  
Retail Format ◽  
Retail Formats

Purpose – The purpose of this paper is to better understand the unique competitive positioning characteristics of off-price retailers and how they compare to other types of retailers. The authors compare off-price and upscale off-price retailers with four major formats of retailers: first, discount department store/warehouse club retailers; second, moderate department store retailers; third, department store retailers; and finally, specialty department store retailers. Design/methodology/approach – The paper employs a representative sample that was randomly drawn from four primary metropolitan cities in the USA. The data were collected using telephone interviews by a prominent, marketing research firm. A series of discriminant analyses were conducted to examine the data. Findings – The findings of the paper indicate that the off-price formats were consistently positioned at extreme points along the price/value continuum, signifying the strongest value-orientation among the other retail formats. The authors also found that while the upscale off-price format followed the specialty department stores in terms of fashion. The results point to an important disadvantage of the off-price format – although strong on price/value, they often fall short on fashion and many other store attributes that may be important to luxury-oriented customers. Research limitations/implications – The paper employed a sample from several cities collected using a telephone interview methodology within the US. Due to these limitations, the findings of this paper may be hampered by this methodology and not generalize to regions outside of the US. Future research should examine how the demise of most of the upscale off-price retailers and growth of flash web sites have changed the competitive structure of retailing. Practical implications – The results demonstrate that the positioning of the off-price retail format is unique from other formats. The retail formats occupy distinct positions. The off-price retail format is strongly associated with the price/value position but only moderately fashionable to customers, especially when compared with the department and specialty department store formats. In contrast, the upscale off-price format, while also strongly positioned along the price/value continuum, is considered much more fashionable than the off-price retail format. In fact, the upscale off-price retail format only trails the specialty department store format in terms of fashion. Originality/value – The unique characteristics of the off-price retail format and growing interest from upscale department stores underscores the need for a comprehensive understanding of the motives of the off-price shopper. This paper provides retailers with a more complete understanding of the store attributes that differentiate the off-price retail format from other major retail store formats. The overall objective of this study is to offer a comprehensive view of the positioning of off-price retailers compared with many alternative retail formats.

scholarly journals Complexity and the triple bottom line: an information-processing perspective

2017 ◽  
Vol 37 (9) ◽  
pp. 1142-1163 ◽  
Author(s):  
Frank Wiengarten ◽  
Muhammad Usman Ahmed ◽  
Annachiara Longoni ◽  
Mark Pagell ◽  
Brian Fynes
Keyword(s):  
Information Processing ◽  
Financial Performance ◽  
Structural Equation ◽  
Negative Impact ◽  
Triple Bottom Line ◽  
Structural Equations ◽  
Equation Modeling ◽  
Bottom Line ◽  
Content Type ◽  
The Impact

Purpose The purpose of this paper is to empirically investigate the impact of complexity on the triple bottom line by applying information-processing theory. Specifically, the paper assesses the impact of internal manufacturing complexity on environmental, social, and financial performance. Furthermore, the paper assesses the moderating role of connectivity and shared schema in reducing the potential negative impact of complexity on performance. Design/methodology/approach Multi-country survey data collected through the Global Manufacturing Research Group were utilized to test the hypotheses. The authors used structural equation modeling to test the measurement and initial structural model. Furthermore, to test the proposed moderating hypotheses, the authors applied the latent moderated structural equations approach. Findings The results indicate that while complexity has a negative impact on environmental and social performance, it does not significantly affect financial performance. Furthermore, this negative impact can be reduced, to some extent, through connectivity; however, shared schema does not significantly impact on the complexity-performance relationship. Originality/value This study presents a comprehensive analysis of the impact of complexity on sustainability. Furthermore, it provides managerial applications as it proposes specific tools to deal with the potential negative influences of complexity.

Digital communication, value co-creation and customer engagement in business networks: a conceptual matrix and propositions

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
C.M. Sashi
Keyword(s):  
Customer Value ◽  
Digital Communication ◽  
Customer Engagement ◽  
Business Networks ◽  
Relational Exchange ◽  
Initial Attempt ◽  
Business Markets ◽  
Content Type ◽  
Organizational Engagement ◽  
The Impact

Purpose Technological innovations that resulted in the emergence and widespread adoption of digital communication in recent years have led to a surge of academic and practitioner interest in its implications for the co-creation of value and customer engagement. However, in comparison to the attention given to the study of customer engagement in consumer markets, few studies have examined its key role in business markets. This paper aims to examine the impact of digital communication on value co-creation and customer engagement in inter-organizational relationships in business networks. Design/methodology/approach Co-creation of value and customer engagement in business networks occurs among interconnected organizations that are partners in intermediate transactions. The paper develops a matrix of inter-organizational engagement among partners in business networks and propositions linking digital communication to value co-creation and inter-organizational engagement. Findings The relationships among network organizations may be characterized by the extent of relational exchange and inter-organizational bonds among them. Four types of inter-organizational engagement emerge: transactional partners, loyal partners, trusted partners and engaged partners. The partners co-create value to better satisfy customers. Research limitations/implications The paper is an initial attempt to develop a conceptual understanding of customer engagement in business markets and formulate propositions that can be further investigated. Networks of partner organizations co-create value, altering their input and output markets, value addition and products, permitting greater flexibility and customization in satisfying the needs of customers. Practical implications The ability afforded by digital communication for real-time interactive communication enables individuals from multiple departments and hierarchical positions within multiple organizations dispersed across geographic locations and industries to maintain contact, quickly and easily communicate task information, build trust and commitment in long-term relationships with network partners and provide superior customer value. Originality/value The paper represents a unique attempt to understand the nature of customer engagement in business markets. It discusses how digital communication alters market transactions among partner organizations in a network by facilitating changes in their make/buy decisions. It develops a matrix of inter-organizational engagement in business networks and propositions that improve understanding of the customer engagement concept and provide the foundation for strategies to better satisfy customers.

Can collaborative buffering strategies reduce distribution costs while improving product returns?: A case of an Asian e-retailer

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Bhavin Shah ◽  
Gaganpreet Singh
Keyword(s):  
Customer Value ◽  
Time Windows ◽  
Value Added ◽  
Revenue Sharing ◽  
Content Type ◽  
Profit Margins ◽  
Return Policies ◽  
Buffer Time ◽  
Proposed Model ◽  
The Impact

PurposeIn order to achieve competitive advantage over the physical marketplace, the e-retailers are insisted on endowing with lenient return policies. The piece-wise returns-and-reordering process incurs excessive buffering and unwanted logistics costs which raises overall fulfillment charges. The objective of this study is to re-design e-retail distribution policy by providing temporal storage at logistics service provides' (LSP) location. The impact of recurrent returns on pricing and profit margins are also investigated over time continuum.Design/methodology/approachA framework is developed to reduce the non-value added (NVA) storage and distribution efforts by providing collaborative buffering between LSP and e-retailer. The knapsack based buffering approach is tested and compared with traditional e-retail distribution practices. The revenue sharing concept is mathematically modelled and implemented in GAMS, which finally validated through multiple return scenarios.FindingsThe proposed model outperforms the existing one under all scenarios with different configuration settings of re-ordering, profit margins, and buffer time windows. The distribution cost is found, linearly related to the necessary product buffering space. The findings help to re-design sustainable return policies for individual products so that maximum customer value can be yield with minimum costs.Research limitations/implicationsThis study helps to determine the NVA efforts incurred while storing and delivering multi-time returned products to ensure desired service levels. The revenue sharing model provides pricing strategies for e-retail practitioners deciding which product should store in what quantity for how much time at the shipping agency location so that it fulfils the re-ordering at least waiting and sufficient buffering.Originality/valueThe proposed model extends the role of LPSs as temporary buffer providers to reduce returns-and-reordering fulfilment efforts in the e-retail network. This Collaborative framework offers an opportunity to amend the distribution contracts and policies time by time that enhances e-retailer's performance and customer satisfaction.

Customer loyalty and value anticipation: does perceived competition matter?

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ishmael Ofoli Christian ◽  
Thomas Anning-Dorson ◽  
Nii Nookwei Tackie
Keyword(s):  
Customer Value ◽  
Banking Sector ◽  
Value Theory ◽  
External Boundary ◽  
Content Type ◽  
Behavioral Loyalty ◽  
Attitudinal Loyalty ◽  
Situational Effects ◽  
Bank Marketing ◽  
The Impact

PurposeDrawing on customer value theory and the demanding nature of today's customers, this paper examines the moderating effects of competition, as perceived by customers, on the nexus between customer value anticipation (CVA), satisfaction and loyalty.Design/methodology/approachUtilizing data from the Ghanaian banking sector, which has been going through some reforms that are changing the banking landscape, the study analyzes data from 587 customers. Respondents were drawn from a cluster of banks within an enclave with different types of customers and epitomize the competitive nature of Ghana's banking sector.FindingsCVA drives customer satisfaction, attitudinal loyalty and behavioral loyalty among bank customers. However, between attitudinal and behavioral loyalty, customers will be more behaviorally loyal to banks that successfully anticipate their needs than they would be in attitude. The relationships between CVA and satisfaction and loyalty are such that the level of competition among sector players does not alter the effect; thus, when a bank is able to anticipate customer value, customers are going to stay loyal to such a bank irrespective of the competitive offers.Originality/valueAlthough the impact CVA has on satisfaction and loyalty is justified in the existing literature, extant research has not systematically examined the influence of external boundary and situational effects on the potency of anticipating customer value in detail. The current study shows the effect of competition on CVA and customer behavioral outcome. The study further concludes that irrespective of competition, banks that are perceived to be high on CVA will have their customers being loyal. This is very important in the development of bank marketing and product innovation strategies.

Higher education institutions, PRME and partnerships for the goals: retrofit labeling or driving force for change?

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Christian Hauser ◽  
Annmarie Ryan
Keyword(s):  
Higher Education ◽  
Higher Education Institutions ◽  
Three Dimensional ◽  
Current Mode ◽  
Theory And Practice ◽  
University Partnerships ◽  
Content Type ◽  
Important Variation ◽  
Multi Stakeholder ◽  
The Impact

Purpose This paper aims to propose a framework to map partnerships as practiced in higher education institutions (HEIs) and trace the current mode of engagement between HEIs and their partners. This paper reflects on the alignment between current practices and what is understood in the literature as “true” partnerships. We are interested in the different modes of engagement that are labeled by the HEIs as partnerships and consider the plasticity of the term. The interest is in how the term is operationalized by HEIs and how variations in approach can be accounted for while still maintaining some stability and common understanding of the term partnership. Design/methodology/approach Drawing on extant literature in the field of cross-sector partnerships, a three-dimensional framework is proposed to map partnerships as practiced in HEIs. Furthermore, this paper draws on insights gained from the partnership stories of 13 leading principles of responsible management education (PRME) signatories to evidence examples of how this framework can help us to categorize the different types of engagement that the HEIs call partnerships. These case stories were gathered in the fall of 2019, based on a brief inquiry form sent to the 39 PRME signatories who were part of the PRME Champions Cycle 2018–2019. Findings This paper sees cases where faculty drive interaction on sustainable development goal-related issues with external stakeholders, but where the impact of these interactions seems to reside within the main business of the HEI (teaching and research). In contrast, much partnering work addresses broader social impacts. Of particular, interest in partnerships that seek to address a specific local issue, first and foremost and doing so in such a way as to apply the unique resources of the HEI working in multi-stakeholder networks. This paper also notes important variation between individual faculty-driven initiatives and initiatives where the school provides a strategic framework to support these efforts. Research limitations/implications By focusing on the academic sector and its stakeholder partnerships, this paper contributes to the literature on cross-sector partnerships. In particular, the specifics of this context and the importance of, for example, academic freedom have been under-researched in this field. Furthermore, the framework presented is novel in that it helps us to grasp the nuances of external university partnerships that can form out of individual, programmatic and other institutional levels. Practical implications From a practice perspective, the framework offers a useable tool for HEI partnership managers to position themselves and their activities and reflect more on how they organize external partnerships. Further, this tool offers a more precise framework for the discussion on partnerships within the PRME to sharpen the partnership instrument and bring more clarity about what is meant by the partnership for the goals. Originality/value The paper offers a novel partnership portfolio framework that contributes both to theory and practice. The framework aids in mapping the locus of benefits/outcomes and the material and affective commitments made by the HEI to bring these collaborations about. In dimensionalizing partnerships in this way, this paper can conceptualize a balanced portfolio in an HEI’s partnerships for the goals.

scholarly journals The value of social networking sites in hotels

2019 ◽  
Vol 22 (2) ◽  
pp. 114-132 ◽  
Author(s):  
Sarah Diffley ◽  
Patrick McCole
Keyword(s):  
Social Networking ◽  
Social Networking Sites ◽  
Customer Value ◽  
Hotel Industry ◽  
Research Area ◽  
Theory And Practice ◽  
Content Type ◽  
Marketing Activities ◽  
The Impact ◽  
Hotel Marketing

Purpose Despite the rapid growth of social networking sites (SNSs), research demonstrating the marketing application of these technologies is lacking. Consequently, this paper aims to explore the impact of SNSs on hotel marketing activities. Design/methodology/approach An exploratory study was used. Adopting a key informant approach, in-depth interviews were conducted with 14 respondents in the hotel industry, who use SNSs as part of their hotel marketing efforts. Findings Networked interactions facilitated by SNSs can influence the marketing activities of hotels in many ways. This extends to deeper connections and co-creating value with customers to enhance the market offerings and promotional activities of the firm. Not all interviewees capitalised upon the capabilities offered by SNSs. Practical implications SNSs act as a key knowledge resource that can be used by practitioners to create and deliver superior customer value. However, the extent to which this is achieved depends on who is responsible for implementing it. Specifically, those with a more proactive attitude and approach towards marketing on SNSs tend to reap greater benefits. Originality/value Using the service-dominant logic as a guide, this paper offers greater insight into the theory and practice of social media marketing in the hotel industry, an under-studied and fragmented research area.

Cash crops financing, agricultural performance and sustainability: evidence from Nigeria

2020 ◽  
Vol 11 (3) ◽  
pp. 481-503
Author(s):  
Abiola John Asaleye ◽  
Philip O. Alege ◽  
Adedoyin Isola Lawal ◽  
Olabisi Popoola ◽  
Adeyemi A. Ogundipe
Keyword(s):  
Palm Oil ◽  
Structural Equations ◽  
Sustainable Growth ◽  
Cash Crop ◽  
Content Type ◽  
Vector Error Correction ◽  
Agriculture Sector ◽  
Agricultural Performance ◽  
Long Run ◽  
The Impact

PurposeOne of the challenging factors in achieving sustainable growth is the inability of the Nigerian government to diversify the country's revenue base. This study aims to investigate the relationship between cash crop financing and agricultural performance in Nigeria.Design/methodologyFour crops were considered, namely, cotton, cocoa, groundnut and palm oil. The impact of cash crop finance shock on agricultural performance was investigated using the vector error correction model (VECM), while the long-run relationship was examined through the identification of long-run restrictions on the VECM.FindingsThe variance decomposition showed that financing shock is more sensitive to cause variation in aggregate employment than aggregate agricultural output in palm oil, while for cocoa, cotton and groundnut showed otherwise. The long-run structural equations exert a positive relationship between cash crop financing and agricultural performance, except for oil palm and cocoa financing that has a negative connection with agrarian employment.Research limitations/implicationsThe study is limited to the unavailability of data for agriculture sector capital utilisation, which was not used.Practical implicationsThese results show that long-run benefit can be maximised by appropriate funding in cotton and groundnut production to promote sustainable growth.Originality/valueThe study examines the impact of cash crop financing on agricultural performance with the aim to promote sustainable growth in Nigeria using identified VECM.

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