scholarly journals Internal marketing, employee satisfaction and cultural congruence of Gulf airlines

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Qian Chen ◽  
Rong Huang ◽  
Ka Ying Pak ◽  
Bing Hou
Keyword(s):  
Employee Satisfaction ◽  
Group Analysis ◽  
Internal Marketing ◽  
Cultural Congruence ◽  
Marketing Practice ◽  
Content Type ◽  
Managerial Implications ◽  
The Impact ◽  
Structured Questionnaire

Purpose Little empirical research has examined the role of culture on the internal marketing-employee satisfaction (ES) relationship, and even fewer studies focus on this subject in the airline sector. This paper aims to assess whether culture moderates the contribution of internal marketing to the satisfaction of employees from Gulf Cooperation Council (GCC) airlines. Design/methodology/approach The investigation is conducted via a structured questionnaire with 310 cabin crew members who work at three GCC airlines. Multi-group analysis was used within SmartPLS 3.0 to measure whether the impact of internal marketing on ES is moderated by cultural congruence. Findings The results reveal the practice of internal marketing contributes to ES in GCC airlines, while cultural congruence moderates the direct relationship between internal marketing and the satisfaction of airlines’ employees. The results indicate that airlines need to satisfy the cultural needs of employees to increase their satisfaction for successful internal marketing practice. Originality/value This study contributes towards assessing the moderation effects of cultural congruence on internal marketing practice in the airline sector. It contributes to the current literature on aviation research, as well as specific managerial implications for the airlines and managers to achieve higher competitiveness.

Enhancing Textile Industry’s Employee Satisfaction through Market Sensing Capability and Internal Marketing Practice

Bina Teknika ◽  
2021 ◽  
Vol 17 (1) ◽  
pp. 23
Author(s):  
Rizqi Wahyudi ◽  
Muhammad Iqbal ◽  
Sunarti Sunarti
Keyword(s):  
Textile Industry ◽  
Employee Satisfaction ◽  
Structural Equation ◽  
Equation Model ◽  
Internal Marketing ◽  
Quantitative Methodology ◽  
Cultural Congruence ◽  
Marketing Practice ◽  
Web Based ◽  
The Relationship

Recognize the importance of employee satisfaction in any organization, this study is piloted to forestall the effect of Internal Marketing Practice and Market Sensing capability on employees’ satisfaction in the context of the Indonesian textile industry as one of the fast-growing industry criteria in Asian markets. The drive behind this study is to examine the relationship between Internal marketing practice, Market Sensing Capability, and Employee Satisfaction. Furthermore, this study plans to see that how Cultural congruence moderates the relationship between Employee Satisfaction through Internal Marketing Practice along with Market Sensing Capability by advancing a research model. According to this study’s requirement, the quantitative methodology is chosen, with purposive method of 323 employees was selected and analyzed.  By using a web-based survey approach was selected for data, entailing of structured questionnaire. A structural equation model was operated for results on AMOS that supported the hypothetical relationship between all hypotheses. This study will guide the managers of textile firms to recognize that how important is employee satisfaction and how they can improve their practices to strengthen employee satisfaction. This study also contributes in cultural Congruence and market sensing capability literature. It is not free from limitations specifically in terms of sample size and variables that can be addressed in the future.

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.

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.

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.

The role of employee emotional competence in service recovery encounters

2018 ◽  
Vol 32 (7) ◽  
pp. 835-849 ◽  
Author(s):  
Teresa Fernandes ◽  
Marta Morgado ◽  
Maria Antónia Rodrigues
Keyword(s):  
Service Recovery ◽  
Group Analysis ◽  
Direct Impact ◽  
Content Type ◽  
Service Type ◽  
Recovery Satisfaction ◽  
Positive Direct ◽  
The Impact ◽  
Moderating Role

Purpose Employees’ emotional competencies (EEC) are skills, based on emotional intelligence, used to perceive, understand and regulate customer emotions during a service encounter. In the context of service recovery, these skills are especially important and allow employees to influence consumers’ attitude and behaviours. The purpose of this study is to assess the direct and indirect impacts of EEC in post-recovery satisfaction, trust, word-of-mouth and repurchase intention, considering the moderating role of service (level of employee-customer contact) types. Design/methodology/approach A total of 355 customers who experienced a service failure and subsequent recovery were surveyed using a self-administered questionnaire. EEC was specified as a formative construct, determined by its perceiving, understanding and regulating dimensions. To measure EEC and its impact on selected outcomes, PLS-SEM was used. A multi-group analysis was performed to analyse the moderating role of service type. Findings Results confirm EEC as a formative construct, with a positive direct impact on post-recovery satisfaction, particularly in high-contact customized services. Findings also reveal the mediating role of satisfaction on selected outcomes, and the significant direct impact of EEC on trust, even when controlling for satisfaction. Originality/value EEC remains unexplored in the service recovery literature, and most research fails to understand how EEC role may vary given contextual differences. This study adopts a consumer perspective of EEC in the emotionally charged situation of service recovery, considering the moderating role of service type. The authors further contribute to both literature streams while examining the impact of EEC on post-recovery evaluations. Companies should consider these findings in the recruitment and training of front-line employees to develop better service recovery strategies.

Role of engineering major in entrepreneurial intentions of engineering students: a case of Pakistan

2020 ◽  
Vol 62 (7/8) ◽  
pp. 965-978
Author(s):  
Muhammad Zubair Alam ◽  
Ahmad Raza Bilal ◽  
Saba Sabir ◽  
Muhammad Ali Kaleem
Keyword(s):  
Undergraduate Students ◽  
Engineering Students ◽  
Entrepreneurial Intentions ◽  
Engineering Majors ◽  
Entrepreneurial Education ◽  
Content Type ◽  
Start Ups ◽  
The Impact ◽  
Structured Questionnaire

PurposeThe dynamic global environment has increased the requirement of multidisciplinary entrepreneurial engineers. While studying entrepreneurial aspects of engineers, researchers have not considered inherent variability due to engineering majors. This study investigates the impact of entrepreneurial motivation (EM) on entrepreneurial intentions (EIs), to analyse the inherent entrepreneurial potential of engineering majors. The impact of entrepreneurial education has also been studied to proffer recommendations for policymakers.Design/methodology/approachThe design of this study is a survey conducted with 342 undergraduate students from three major engineering institutions in Pakistan using a close-structured questionnaire. Moderation analysis examines the entrepreneurial potential of different engineering majors. Analysis of variance (ANOVA) has been conducted to compare the EIs of different engineering majors and regarding the impact of entrepreneurial education on EIs.FindingsThe engineering major's role in the transformation of EM to EIs is multifaceted. EIs of students of a few engineering majors were found high. Entrepreneurship education improves the overall EIs of engineering students.Practical implicationsOutcomes of the study are useful for academia and policymakers to engage students of particular engineering majors, identified as entrepreneurial, in advanced entrepreneurial education and expose them to potential start-ups to have better value addition in specific sectors.Originality/valueThis is the first study in which engineering majors have been examined to bring insights about inherent entrepreneurial potential. This inherent entrepreneurial potential needs further exploration by academic researchers. The study has provided the base for future studies to institutionalize entrepreneurial education for different engineering majors.

scholarly journals Personality traits and intrapreneurial behaviour

2020 ◽  
Vol 14 (1) ◽  
pp. 31-46 ◽  
Author(s):  
Muhammad Zubair Alam ◽  
Shazia Kousar ◽  
Aiza Shabbir ◽  
Muhammad Ali Kaleem
Keyword(s):  
Competitive Advantage ◽  
Personality Traits ◽  
Structural Equation ◽  
Group Analysis ◽  
Positive Influence ◽  
Content Type ◽  
Individual Level ◽  
The Impact ◽  
The Relationship ◽  
Structured Questionnaire

Purpose Intrapreneurship is rapidly concerning organizations to tailor their operations and strategies for competitive advantage. Research on intrapreneurial dimensions is in the developing stage, requiring more rigorous methods of investigation and application in various contexts. This study aims to focus on individual level intrapreneurship by examining the association of personality traits (PTs) on intrapreneurial behaviour (IB) moderated by knowledge sharing behaviour (KSB) and comparison of employees in engineering and functional departments. Design/methodology/approach A survey has been conducted for data collection using a structured questionnaire. Partial least squares structural equation modelling has been used for hypotheses testing, moderation and multi-group analysis on a sample of 534 respondents. Findings Results reveal that PTs exerted a positive influence on IB. The impact of PTs on IB was more pronounced in the employees of functional departments. KSB moderates positively in the relationship between PTs and IB. Both groups significantly differ in dimensions of PTs. Practical implications Organizations can do little to improve PTs of employees, which impacts on intrapreneurship in organizations. However, KSB in organizations can be improved by adopting various measures. KSB eventually promotes innovation in organizations resulting in an overall competitive advantage for firms. Originality/value This is the first study that contributes theoretically in intrapreneurship literature by providing insights on PTs impacting IB incorporating KSB and comparing the diverse group of employees.

The chain of effects from brand personality and functional congruity to stages of brand loyalty

2018 ◽  
Vol 30 (1) ◽  
pp. 84-105 ◽  
Author(s):  
S.R. Nikhashemi ◽  
Naser Valaei
Keyword(s):  
Brand Loyalty ◽  
Structural Equation ◽  
Brand Personality ◽  
Group Analysis ◽  
Content Type ◽  
Functional Congruity ◽  
Gender Groups ◽  
The Impact ◽  
Moderating Role

Purpose The purpose of this paper is to identify the impacts of brand personality and functional congruity on various components of brand loyalty (i.e. cognitive, affective, and conative) by examining the moderating role of gender. Design/methodology/approach The proposed model is examined by considering car as a product brand stimulus. Using a self-structured questionnaire, 263 usable responses are considered for data analysis by applying the structural equation modelling method. Findings The findings indicate that all hypotheses on the relationships between brand personality, functional congruity, and stages of brand loyalty are supported except for the relationship between brand personality and conative loyalty, whereby brand personality indirectly have impacts on conative brand loyalty via functional congruity. The outcome of the multi-group analysis shows that the impact of brand personality and functional congruity on cognitive, affective, and conative brand loyalty varies across gender groups. Practical implications The results indicate that if marketing managers are willing to create cognitive, affective as well as conative brand loyalty among consumers, they ought to tally their consumers’ purchasing and evaluation criteria with the functional and symbolic attributes. If the target consumers were motivated to purchase the product based on the symbolic attributes (as preferred by females in the present study), more attention should be focussed on communicating and delivering the symbolic attributes during their marketing campaign; on the other hand, if the consumers were inclined to buy product based on the utilitarian functions (as preferred by males in the current study), more emphasis should be placed on the functional values and attributes. Originality/value This study is the first to utilise self-congruity and the elaboration likelihood model to explain the influence of brand personality and functional congruity on each component of brand loyalty within the automobile industry’s context. This study on the moderating role of gender shows that the effect of brand personality and functional congruity is different across gender groups. The findings can help marketers to design an effective brand positioning and marketing strategies in order to stay competitive.

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.

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