How to enhance the impact of training on service quality?

2015 ◽  
Vol 27 (7) ◽  
pp. 514-529 ◽  
Author(s):  
Abdul Rahim Zumrah
Keyword(s):  
Public Sector ◽  
Service Quality ◽  
Financial Management ◽  
Structural Equation ◽  
Transfer Of Training ◽  
Equation Modeling ◽  
Content Type ◽  
Public Sector Organizations ◽  
The Impact ◽  
The Relationship

Purpose – The purpose of this study is to highlight the importance role of transfer of training as a mediator in the relationship between training and service quality. Design/methodology/approach – The data of this study were collected from three sources: the employees of public sector organizations in Malaysia who participated in a Basic Financial Management training program, their supervisors and their colleagues through surveys. The data were analyzed using structural equation modeling. Findings – The findings reveal that transfer of training mediated the relationship between training and service quality. Research limitations/implications – The finding illustrate that management in public sector need to ensure that their employees apply the new learned knowledge and skills at the workplace following the training to maximize the return of training investment. Originality/value – This study extends the literature by providing empirical evidence that transfer of training has a mediating effects on the relationship between training and employee service quality in the context of public sector organizations in Malaysia, a non-Western context that located in Southeast Asia.

Examining the relationship between perceived organizational support, transfer of training and service quality in the Malaysian public sector

2015 ◽  
Vol 39 (2) ◽  
pp. 143-160 ◽  
Author(s):  
Abdul Rahim Zumrah
Keyword(s):  
Public Sector ◽  
Service Quality ◽  
Organizational Support ◽  
Transfer Of Training ◽  
Perceived Organizational Support ◽  
Well Being ◽  
Mediating Effect ◽  
Content Type ◽  
Public Sector Organizations ◽  
The Relationship

Purpose – This study aims to investigate the relationships among perceived organizational support (POS), transfer of training outcomes to the workplace and service quality in the context of public sector organizations in Malaysia. Design/methodology/approach – The data for this study have been collected from three sources, the employees of public sector organizations in Malaysia, their supervisors and their colleagues through surveys. Findings – The findings reveal that transfer of training has a mediating effect on the relationship between POS and service quality. Practical implications – The findings illustrate that both elements, which are the support from organization (in terms of valuing employee contribution and caring about their well-being) and employee work attitude (applying the knowledge, skills and attitudes that are learned during training on the job) are significant in influencing employee service quality. Originality/value – This study adds to the small number of studies examining the mediator of the POS and service quality relationship. Such research is essential to understand a mechanism that links POS and service quality. This study also extends the literature by examining together the factor (POS) and the consequence (service quality) of transfer of training. To date, the number of empirical studies that have examined the factors and the consequences of transfer of training in one framework is still limited.

Antecedents of horizontal logistics collaboration in agri-food supply chains

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ismail Badraoui ◽  
Ivo van der Lans ◽  
Youssef Boulaksil ◽  
Jack G.A.J. van der Vorst
Keyword(s):  
Supply Chains ◽  
Food Supply ◽  
Structural Equation ◽  
The Body ◽  
Equation Modeling ◽  
Content Type ◽  
Operational Conditions ◽  
Food Supply Chains ◽  
The Impact ◽  
The Relationship

PurposeThis study investigates the impact of agri-food supply chains (AFSCs) characteristics on the antecedents of horizontal logistics collaboration (HLC). Specifically, the study compares the relationship between collaboration activities and outcomes for companies in and outside AFSCs.Design/methodology/approachFirst, a survey was used to collect data from different industries. Second, confirmatory factor analysis and structural equation modeling were applied to compare the measurement and structural models from different industry categories.FindingsThe results support the premise that collaboration improves trust and commitment in the relationship, which in turn enhance satisfaction. The results also show the existence of a minor influence of AFSCs characteristics on HLC antecedents, in the form of an indirect impact of dedicated investments on commitment.Practical implicationsThe factors having a significant influence on the collaboration outcomes and their respective effects are generally similar across food and nonfood supply chains, providing opportunities for interdisciplinary and collaboration experiences.Originality/valueThis research contributes to the body of knowledge on interfirm collaboration by considering the specificities of HLC. It also highlights the importance of conducting contingency research on collaborative experiences, as firms from different industry contexts operate under distinct operational conditions.

Inspiring winery experiences to benefit destination branding? Insights from wine tourists at Yantai, China

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Kyuho Lee ◽  
Stella Kladou ◽  
Ahmet Usakli ◽  
Yunxia Shi
Keyword(s):  
Service Quality ◽  
Brand Equity ◽  
Structural Equation ◽  
Equation Modeling ◽  
Convenience Sample ◽  
Content Type ◽  
Wine Tourism ◽  
Chinese Wine ◽  
Destination Brand ◽  
The Impact

PurposeThe purpose of this study is to explore the impact of service quality on the formation of destination brand equity through customer satisfaction at a winery, from the perspective of Chinese wine tourists.Design/methodology/approachThis study utilized a survey research design. A convenience sample of 311 visitors to a major winery located in Yantai, China, was surveyed, and 265 useable questionnaires were analyzed. To analyze the data, the study used partial least squares structural equation modeling (PLS-SEM).FindingsThe results of the study reveal that service quality at a winery is a significant determinant of winery satisfaction among Chinese wine tourists, which in turn affects the brand equity of a wine tourism destination.Research limitations/implicationsThis study contributes to the growing body of literature focusing on identity-based branding in the context of wine tourism. As such, this study brings together knowledge of a place branding dimension (i.e. destination brand equity), satisfaction and tourism experience at a winery.Practical implicationsThe results suggest that the road to favorable assessments of a wine destination brand (macro level) go through a satisfying experience at a winery (micro level). Therefore, the need to co-create the wine experience through various stakeholders' involvement is crucial for the success of wine tourism.Originality/valueExtant wine studies often highlight western wine tourists' behavior and examine central behavioral constructs such as winery service quality and satisfaction. This study extends previous research by: (1) investigating the issue from Chinese wine tourists' perspective and (2) integrating the destination brand equity of a wine region to current investigations that commonly focus on the service quality of a winery and wine tourists' satisfaction.

Connecting the dots between brand logo and brand image

2019 ◽  
Vol 11 (1) ◽  
pp. 68-87
Author(s):  
Harsandaldeep Kaur ◽  
Kanwalroop Kaur
Keyword(s):  
Structural Equation ◽  
Brand Image ◽  
Brand Personality ◽  
Equation Modeling ◽  
Personality Dimensions ◽  
Content Type ◽  
Brand Familiarity ◽  
Sphere Of Influence ◽  
The Impact ◽  
The Relationship

Purpose Although the prominence of brand logo for companies is widely acknowledged, a close examination of the literature reveals lack of empirical research pertaining to effect of brand logo on consumer perception toward brand. Therefore, the purpose of this paper is to fill the gap in marketing studies concerning the effect of a logo on consumer evaluations. The research addresses two questions: first, how brand logo favorability helps to increase brand image; and second, how brand logo form consumer perceptions toward brand through brand personality dimensions and brand familiarity? Design/methodology/approach The data were collected from 816 respondents using mall-intercept technique. Structural equation modeling via AMOS was conducted to test the proposed model to gain insight into the various relevant influences and relationships. Findings The findings revealed the importance of the company’s brand logo in enhancing the brand image. The results further highlighted that brand personality dimensions and brand familiarity mediate the relationship between brand logo and brand image. Practical implications The study offers managers a new perspective for building strong brand identity with the help of logos along with the brand personality dimensions and brand familiarity to enhance brand image. Originality/value This study provides novel insights on the impact of brand logo on brand image. This is the first study to determine the mediating role of brand personality in the relationship between brand logo and brand image. It thereby adds to the literature of visual identity by developing the sphere of influence of brand logo and its effects toward brands.

Emotional brand attachment: a factor in customer-bank relationships

2016 ◽  
Vol 34 (2) ◽  
pp. 136-150 ◽  
Author(s):  
Shalom Levy ◽  
Hayiel Hino
Keyword(s):  
Factor Analysis ◽  
Conceptual Framework ◽  
Structural Equation ◽  
Positive Relationship ◽  
Service Providers ◽  
Equation Modeling ◽  
Emotional Attachment ◽  
Content Type ◽  
The Impact ◽  
The Relationship

Purpose – The purpose of this paper is to evaluate the relationship between customers’ emotional attachment toward bank service providers and bank loyalty. In particular, the study examines the impact of the emotional attachment factor while treating established effecting variables by employing a new conceptual framework that integrates these variables. Design/methodology/approach – The study employs data collected from a survey involving 436 participants. The study employs Exploratory Factor Analysis and Confirmatory Factor Analysis methods following a path analysis method and structural equation modeling for testing research hypotheses. Findings – The empirical results support the claim that the conceptual framework applied in this study better explains the relationship between customers’ emotional attachment toward bank service providers and bank loyalty. Specifically, the findings show a significant, direct and positive relationship between the customer’s emotional attachment and bank loyalty; an indirect positive relationship also exists through the connection of customer satisfaction. The study distinguishes between two integrated pathways consumers possibly follow when making decisions about services: the conscious decision-making process path and the emotional process path. Practical implications – The paper provides managerial and planning implications to bank service providers who seek to achieve excellent performance and a positive brand personality, thus maintaining long-lasting relationships with their customers. Originality/value – The study is among the few empirical works to specifically examine the impact of customers’ emotional attachment on bank loyalty and contributes to the available literature in that it suggests a systematic conceptual framework that evaluates the impact of key factors on bank loyalty.

Impact of service quality on satisfaction and loyalty at manufacturer-distributor dyad

2019 ◽  
Vol 16 (1) ◽  
pp. 91-122 ◽  
Author(s):  
Surjit Kumar Gandhi ◽  
Anish Sachdeva ◽  
Ajay Gupta
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Small And Medium Enterprises ◽  
Empirical Studies ◽  
Equation Modeling ◽  
Content Type ◽  
Northern India ◽  
Indian Setting ◽  
Medium Enterprises ◽  
The Impact

PurposeThe purpose of this paper is to investigate the role played by service quality (SQ) in manufacturer–distributor working partnerships in the context of Indian small and medium enterprises (SMEs), and present two models which propose and validate that contributions toward SQ, made by both the manufacturing unit and distribution firm lead to satisfaction which consequently results in business-to-business (B2B) loyalty.Design/methodology/approachThe research design for this study includes a combination of literature review, exploratory interviews with a focus group and a questionnaire survey conducted through interview schedule from 101 information rich and willing respondents working in SMEs of northern India.FindingsThe paper brings out scales foe measuring organizational (internal) and distributor (external) SQ. Further, two models using structural equation modeling are developed. Model-I examines the effect of organizational SQ on distributor SQ. Model-II examines the impact of distributor SQ on satisfaction and loyalty and also tests a set of four propositions related to their working relationship. The models are empirically tested and are found to be fit.Research limitations/implicationsFuture researchers may validate these scales, and empirically test the proposed models in alternate settings. Insights derived from this study may be transferred to other partnerships, which may exist in a manufacturing supply chain including suppliers, employees, retailers and end consumers.Practical implicationsThis study would be of interest to SME practitioners interested in improving SQ with their distributors. The study also finds support for strengthening collaborative relationships with B2B partners to achieve a win-win situation.Originality/valueThere are very few empirical studies that measure SQ w.r.t. distribution function in SMEs and the concept is in nascent stage, especially in Indian setting.

Evaluating service quality in automobile maintenance and repair industry

2019 ◽  
Vol 32 (1) ◽  
pp. 117-134 ◽  
Author(s):  
Nikunj Kumar Jain ◽  
Alok Kumar Singh ◽  
Kapil Kaushik
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Structural Equation ◽  
Mediating Effect ◽  
Service Satisfaction ◽  
Content Type ◽  
Maintenance And Repair ◽  
Service Fairness ◽  
The Impact ◽  
The Relationship

Purpose The purpose of this paper is to analyse service quality in the automobile maintenance and repair industry. A conceptual structural model is developed to investigate the impact of service quality, perceived service fairness and convenience on customer service satisfaction. The impact of service satisfaction and brand trust on word of mouth (WOM) is also explored, and the study assesses the mediating effect of customer service satisfaction on the relationship between service quality and WOM. Design/methodology/approach Data from a questionnaire-based survey of 259 users of automobile maintenance and repair centres were analysed using covariance-based structural equation modelling. Findings The findings indicate that service quality dimensions (reliability, responsiveness and empathy), perceived service fairness and convenience are positively associated with customer service satisfaction, and that service satisfaction and trust positively influence WOM. The findings support the mediating effect of service satisfaction on the relationship between reliability and responsiveness and WOM. Research limitations/implications The study’s main limitation is the cross-sectional design, which limits the generalisability of the findings. Practical implications To ensure customer satisfaction and generate trust and WOM, automobile maintenance and repair service centres should improve reliability, responsiveness and empathy, as well as perceived service fairness and convenience. Originality/value The study demonstrates that the reliability and responsiveness dimensions of service quality are the most significant predictors of customer service satisfaction in the automobile maintenance and repair industry.

Promoting safety participation through diversity and inclusion climates

2016 ◽  
Vol 9 (3) ◽  
pp. 308-327 ◽  
Author(s):  
Anna Paolillo ◽  
Silvia A. Silva ◽  
Margherita Pasini
Keyword(s):  
Structural Equation ◽  
Well Being ◽  
Mediating Effect ◽  
Equation Modeling ◽  
Main Concern ◽  
Diversity Climate ◽  
Content Type ◽  
Diversity And Inclusion ◽  
The Impact ◽  
The Relationship

Purpose The purpose of this paper is to investigate the impact of diversity climate and inclusion climate on safety participation behaviors through the mediating effect of the motivation to actively promote safety at work. Design/methodology/approach Participants were 491 workers employed in four Italian metal-mechanical companies. They completed a paper questionnaire containing measures of psychological diversity climate, psychological inclusion climate, safety motivation participation and safety participation behaviors. Data were analyzed with structural equation modeling. Findings Results showed that safety participation motivation fully mediates the relationship between diversity climate and safety participation behaviors, whereas it partially mediates the relationship between climate for inclusion and safety participation behaviors. Practical implications The present findings can help managers to motivate employees in pursuing safety goals independently of compensation or obligation by creating an organization in which the main concern is caring for each other’s well-being. Originality/value This is the first study which has empirically tested the relationships between diversity climate, inclusion climate and safety behaviors. It has extended previous research which simply tested the effects of objective types of diversity on safety performance.

Consumers’ impulsive buying behavior of restaurant products in social commerce

2017 ◽  
Vol 29 (2) ◽  
pp. 709-731 ◽  
Author(s):  
Namho Chung ◽  
Hyo Geun Song ◽  
Hyunae Lee
Keyword(s):  
Structural Equation ◽  
Strong Predictor ◽  
Situational Factors ◽  
Equation Modeling ◽  
Social Commerce ◽  
Content Type ◽  
Hedonic Shopping Value ◽  
Hedonic Shopping ◽  
The Impact ◽  
The Relationship

Purpose First, this paper aims to investigate the impact of impulsiveness on two types of shopping value (e.g. utilitarian and hedonic value) and the urge to buy restaurant products and services impulsively in social commerce environments. Second, the study assesses the impact of situational factors (e.g. scarcity and serendipity) on individuals’ shopping values. Design/methodology/approach Data were collected from 332 participants. By using PLS-graph 3.0, structural equation modeling was conducted. Furthermore, a hierarchical regression model was conducted for testing the mediating and moderating effects. Findings The results indicate that impulsiveness is a strong predictor for two types of shopping value (hedonic and utilitarian) and the urge to buy impulsively. While the hedonic shopping value was found to have a significant influence on the urge to buy impulsively, utilitarian value was not. Scarcity was moderator in the relationships between impulsiveness and both types of shopping value, whereas serendipity was found to moderate only the relationship between impulsiveness and the utilitarian shopping value. Practical implications The findings show that the marketing managers and application developers of social commerce should place their focus on scarcity and serendipity to stimulate consumers in having a hedonic shopping value so to have an urge to buy impulsively. Originality/value First, although most previous studies focused on only rational or planned consumption, this study focused on irrational and unplanned consumption as well. Second, the authors assessed the role of situational factors (scarcity and serendipity) occurring in social commerce and asserted that these factors moderate the relationship between consumers’ shopping values and their urge to buy impulsively.

The impact of innovation strategies on the relationship between supplier integration and operational performance

2019 ◽  
Vol 49 (2) ◽  
pp. 156-177 ◽  
Author(s):  
Jose Benedicto Duhaylongsod ◽  
Pietro De Giovanni
Keyword(s):  
Structural Equation ◽  
Group Analysis ◽  
Operational Performance ◽  
Equation Modeling ◽  
Data Set ◽  
Content Type ◽  
Supplier Integration ◽  
Innovation Strategies ◽  
The Impact ◽  
The Relationship

Purpose The purpose of this paper is to investigate whether implementing certain innovation strategies and adopting a portfolio of innovations improve the relationship between supplier integration (SI) and operational performance (OP). Design/methodology/approach The authors test several research hypotheses by using a data set of 173 firms. Data were collected by interviewing managers, presidents and directors, from ten European countries and across nine different industries. The authors use structural equation modeling to estimate the relationships between SI and OP. The authors apply multi-group analysis to test the effects of certain innovation strategies and a portfolio of innovations on these relationships. Findings The authors show that SI improves internal OP but has no direct effect on external OP. The latter can only be improved through well-performing internal operations. The adoption of an incremental product innovation strategy improves the relationship between internal and external OP and leads to more effective SI. Other types of innovations do not help in improving the impact of SI on OP. Finally, the adoption of a portfolio of innovations does not enhance the influence of SI on OP. Thus, firms should focus on a small number of innovations rather than expanding their innovation portfolio to improve the effectiveness of SI on OP. Practical implications When firms aim to improve the impact of SI on OP, they should concentrate on incremental product innovations. Other strategies obtained by combining process, incremental and radical innovations are not adequate for that purpose. An expanded portfolio of innovations does not improve the effect of supplier innovation on OP. Originality/value This research suggests how the impact of SI on OP can be improved by adopting certain innovation strategies and without diversifying the portfolio of innovation projects.

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