scholarly journals Evolutionary framework of hierarchy of effects models: exploring relevance in the shifting of customer path

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Rishi Chakravarty ◽  
Nripendra Narayan Sarma
Keyword(s):  
Customer Loyalty ◽  
Design Methodology ◽  
Internet Connectivity ◽  
Content Type ◽  
Exchange Of Information ◽  
Time Period ◽  
Action Model ◽  
Brand Advocacy ◽  
Hierarchy Of Effects

Purpose The hierarchies of effects models have been perpetually updated across different time period. Ever since the evolution of the primary customer path indicated through the Attention, Interest, Desire, Action model in the 1900s, the hierarchical frameworks have witnessed a significant transformation in context to the present age of Web connectivity. Therefore, the purpose of this study is to understand the transformation in the hierarchy of effects models in the age of connectivity. Design/methodology/approach This paper is conceptual in nature and an attempt to provide an overall view of the shifting dimension in the customer path as indicated in the various hierarchies of effects models since evolution up to the age of digitalisation. Findings It is observed that in the age of connectivity customer loyalty is expressed in terms of brand advocacy rather than repurchase, and that the customer path has been redefined. This seems pertinent because of the swift exchange of information that occurs among the online customer communities. Originality/value This paper identifies a need to provide a contemporary outlook to the customer path in the age of internet connectivity.

scholarly journals The importance of specificity in occupation‐based social classifications

2008 ◽  
Vol 28 (5/6) ◽  
pp. 179-192 ◽  
Author(s):  
Paul S. Lambert ◽  
Koon Leai Larry Tan ◽  
Kenneth Prandy ◽  
Vernon Gayle ◽  
Manfred Max Bergman
Keyword(s):  
Design Methodology ◽  
Content Type ◽  
Service Grid ◽  
Theoretical Perspectives ◽  
Time Period ◽  
Technological Developments ◽  
Specific Occupation ◽  
Data Environment ◽  
And Gender ◽  
Practical Implications

PurposeThis paper aims to present reasons why social classifications which use occupations should seek to adopt “specific” approaches which are tailored to the country, time period and gender of the subjects under study.Design/methodology/approachThe relative motivations for adopting a specific approach to social classifications are discussed and theoretical perspectives on specificity and empirical evidence on the contribution of specific approaches are reviewed. Also the practical costs of implementing specific social classifications are evaluated, and the authors' development of the “GEODE” data service (grid‐enabled occupational data environment), which seeks to assist this process, is discussed.FindingsSpecific approaches make a non‐trivial difference to the conclusions drawn from analyses of occupation‐based social classifications. It is argued that the GEODE service has reduced the practical challenges of implementing specific measures.Research limitations/implicationsThere remain conceptual and pragmatic challenges in working with specific occupation‐based social classifications. Non‐specific (“universal”) measures are adequate for many purposes.Practical implicationsThe paper argues that there are few excuses for ignoring specific occupation‐based social classifications.Originality/valueThe paper demonstrates that recent technological developments have shifted the balance in the long‐standing debate between universal and specific approaches to occupation‐based social classifications.

Increasing customer loyalty to the firm

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Keyword(s):  
Case Studies ◽  
Customer Loyalty ◽  
Design Methodology ◽  
Reading Time ◽  
Effective Communication ◽  
Cutting Edge ◽  
Loyalty Programs ◽  
Content Type ◽  
Pertinent Information ◽  
Practical Implications

Purpose This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting-edge research and case studies. Design/methodology/approach This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context. Findings Businesses have scope to increase customer loyalty to the firm through the introduction of loyalty programs. Relevance of such programs to target consumers is critical and their overall impact can be enhanced through the use of effective communication. Originality/value The briefing saves busy executives and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy-to-digest format.

The usage of ILLiad and Get It Now at a US medium-sized academic library over a three-year period

2016 ◽  
Vol 44 (2) ◽  
pp. 81-87 ◽  
Author(s):  
Megan Jaskowiak ◽  
Todd Spires
Keyword(s):  
Design Methodology ◽  
Academic Library ◽  
Faculty Members ◽  
Content Type ◽  
Document Delivery ◽  
Time Period ◽  
Inflation Rates ◽  
Delivery Options ◽  
The Impact ◽  
Us University

Purpose As medium-sized academic libraries’ budgets continue to shrink or cannot compete with inflation rates, document delivery options like ILLiad and unmediated Get It Now can play a prominent role in providing content lost due to the inevitable cancellation of serial subscriptions. This paper aims to evaluate the impact of using these two options in a US university. Design/methodology/approach This paper examines the usage of these two services for the three fiscal years following the implementation of Get It Now at Bradley University. Findings Questions addressed are as follows. How have they been used over the three-year time period? Which user status group has been using them, undergraduates, graduate students or faculty members? Which departments on campus have been using them the most? Originality/value This study is the first to look at the usage of Get It Now and ILLiad together over multiple years.

scholarly journals Increasing customer loyalty and customer intimacy by improving the behavior of employees

2016 ◽  
Vol 9 (4) ◽  
pp. 492-510 ◽  
Author(s):  
André de Waal ◽  
Béatrice van der Heijden
Keyword(s):  
Customer Loyalty ◽  
High Performance ◽  
Design Methodology ◽  
Behavioral Factors ◽  
Content Type ◽  
Validated Questionnaire ◽  
Excellent Service ◽  
Item List ◽  
Customer Intimacy ◽  
High Performance Organization

Purpose One of the most important characteristics of high-performance organizations is that these organizations always aim at servicing their customers as best as possible. In practice, this means that the employees of these organizations have to behave toward customers in such a way that these customers are not only fully satisfied but also become loyal to the organization. The purpose of this paper is to look at the concrete behaviors that are needed to create this customer loyalty. Design/methodology/approach From a literature review the items that potentially are of influence on creating customer loyalty and customer intimacy were identified, based on a previous validated questionnaire while adding additional items. These items were subsequently validated in practice with a questionnaire distributed among people who are in daily life regular customers of organizations. Findings The research results show that there are eight behavioral factors of importance to create customer loyalty and customer intimacy: first, service quality delivered by employees; second, capability of employees to deliver high quality; third, empathy of employees toward customers’ wishes and needs; fourth, understanding of employees of customers’ needs; fifth, responsiveness of employees toward the needs of customers; sixth, courtesy of employees toward customers; seventh, service manner of employees; and finally, trust customers place in employees. Research limitations/implications The implication of this research is that, now that the behavioral factors are known, an organization can make sure its employees focus on displaying these behaviors toward customers consistently over time, in order to make sure customers will experience the organization as a high-performance organization and will feel loyalty toward the organization. Originality/value The research described in this paper adds to the literature in the sense that it encompasses previous research into once item list and specifically looks at behaviors that create excellent service and thereby customer loyalty and customer intimacy, both concepts that go beyond the much researched topic of customer satisfaction.

Effect of interactivity and congruence on brand advocacy and brand acceptance

2019 ◽  
Vol 9 (2) ◽  
pp. 152-161 ◽  
Author(s):  
Devika Vashisht
Keyword(s):  
Design Methodology ◽  
Incongruent Condition ◽  
Combined Effect ◽  
Congruent Condition ◽  
Content Type ◽  
Interactive Game ◽  
Brand Advocacy ◽  
Brand Placements ◽  
Specific Factors ◽  
The Right

Purpose The purpose of this paper is to examine the combined effect of game-interactivity and game-product congruence on consumers’ brand advocacy and brand acceptance in the context of in-game advertising. Design/methodology/approach A 2 (interactivity: high or low)×2 (game-product congruence: high or low) between-subject measures design is used. In total, 140 students participated in the study. A 2×2 between-subjects multivariate analysis of variance is used to test the hypotheses. Findings The results reveal that for a high-interactive game, congruent condition results in higher brand advocacy and superior brand acceptance than the incongruent condition. However, for a low-interactive game, both congruent and incongruent conditions will result in the same level of brand advocacy as well as equal levels of brand acceptance. Research limitations/implications This paper provides implications for theory as well as practice by providing the empirical evidence of the combined effect of game-interactivity and game-product congruence on consumers’ brand advocacy and brand acceptance from the perspective of attention and elaboration. If higher brand advocacy and greater brand acceptance are the objectives of the brand managers, then a high interactive with congruent brand placements would be the right approach for effective advergames. Originality/value This investigation contributes to non-traditional advertising media literature, specifically to the area of branded entertainment, like brand placements in digital games by examining and exploring the influence of game-specific factors on players’ brand advocacy and brand acceptance. Moreover, this paper is one of the first to reveal the real-time roles of game-specific factors in generating gamers’ brand advocacy and brand acceptance from the perspectives of attention and elaboration, in an emerging marketing context, like India.

scholarly journals Long-term trajectories of human civilization

foresight ◽  
2019 ◽  
Vol 21 (1) ◽  
pp. 53-83 ◽  
Author(s):  
Seth D. Baum ◽  
Stuart Armstrong ◽  
Timoteus Ekenstedt ◽  
Olle Häggström ◽  
Robin Hanson ◽  
...  
Keyword(s):  
Design Methodology ◽  
Status Quo ◽  
Technological Transformation ◽  
Distant Future ◽  
Content Type ◽  
Ethical Frameworks ◽  
Current State ◽  
Time Period ◽  
Future Time Period

PurposeThis paper aims to formalize long-term trajectories of human civilization as a scientific and ethical field of study. The long-term trajectory of human civilization can be defined as the path that human civilization takes during the entire future time period in which human civilization could continue to exist.Design/methodology/approachThis paper focuses on four types of trajectories: status quo trajectories, in which human civilization persists in a state broadly similar to its current state into the distant future; catastrophe trajectories, in which one or more events cause significant harm to human civilization; technological transformation trajectories, in which radical technological breakthroughs put human civilization on a fundamentally different course; and astronomical trajectories, in which human civilization expands beyond its home planet and into the accessible portions of the cosmos.FindingsStatus quo trajectories appear unlikely to persist into the distant future, especially in light of long-term astronomical processes. Several catastrophe, technological transformation and astronomical trajectories appear possible.Originality/valueSome current actions may be able to affect the long-term trajectory. Whether these actions should be pursued depends on a mix of empirical and ethical factors. For some ethical frameworks, these actions may be especially important to pursue.

Twenty years after the Porter Report for Portugal

2015 ◽  
Vol 25 (5) ◽  
pp. 540-554 ◽  
Author(s):  
Vítor da Conceição Gonçalves ◽  
Fernando Ribeiro Mendes ◽  
Idalina Dias Sardinha ◽  
Ricardo Rodrigues
Keyword(s):  
Design Methodology ◽  
Development Model ◽  
Competitive Advantages ◽  
Content Type ◽  
Michael Porter ◽  
Process Understanding ◽  
Time Period ◽  
Portuguese Economy ◽  
The Portuguese Economy ◽  
The One

Purpose – The purpose of this paper is to discuss the contribution of the Porter Report toward increasing the competitiveness of the Portuguese economy and highlights the factors that affected its operationalization. Design/methodology/approach – This paper considers the contributions of the Porter Report, entitled “Building the Competitive Advantages of Portugal”, presented in 1994, particularly with regard to the recommended clusters and public policies, as well as the assessment and warnings provided by Michael Porter in 2002, examining both in the present perspective. Findings – Although Michael Porter, in 2002, made a critical judgment about the country’s evolution since the 1994 report, it is clear that, on the one hand, the recommended development model attracted high attention and had positive repercussion in academic and business circles, while on the other hand, some of the objectives were achieved, albeit at a slower pace than would have been desirable. Political and economic context and the time period are relevant for all technological and geostrategic changes, among others. The accuracy of the diagnosis and the development model proposed by Michael Porter is confirmed and the difficulty in its implementation is highlighted. Originality/value – The analysis of the Portuguese evolution after Porter’s recommendations is instrumental in understanding the competitiveness and development challenges faced by a small peripheral economy in the European integration process. Understanding these difficulties and successes is of utmost importance in improving the definition and in the implementation of policies focused on the competitiveness of countries and regions.

TQM implementation in 3PL organisations vs organisations with in-house logistics department

2018 ◽  
Vol 30 (6) ◽  
pp. 749-763 ◽  
Author(s):  
Fotis Vouzas ◽  
Theano Katsogianni
Keyword(s):  
Quality Management ◽  
Design Methodology ◽  
Management Practices ◽  
Quality Of Services ◽  
Content Type ◽  
Quality Practices ◽  
Quality Management Practices ◽  
Time Period ◽  
Similarities And Differences

Purpose The purpose of this paper is to present the results of an exploratory literature review investigating the similarities and differences in TQM implementation between 3PL organisations and organisations with an in-house logistics function. Design/methodology/approach The authors collected all relevant papers covering both types of organisations implementing TQM worldwide in a time period from 1991 until today. The aim was to identify key papers and analyse its contents based on the quality of services provided by these two types of organisations. Findings The survey contains information about the forces that encourage managers to implement quality practices in the logistics function, the reasons that impeded the implementation of such a quality programme, the quality methods being used and also the level of their satisfaction with the current quality management in logistics. Research limitations/implications This paper only mentioned the principal papers that have been published globally from 1991 – today. Originality/value The present study is one of the few that reviewed literature from the year 1991 – today in order to provide a comparison of quality management practices between 3PLs and in-house Logistics organisations.

The changing pattern of UK strikes, 1964-2014

2015 ◽  
Vol 37 (6) ◽  
pp. 733-745 ◽  
Author(s):  
Dave Lyddon
Keyword(s):  
Design Methodology ◽  
Transition Period ◽  
Strike Activity ◽  
Content Type ◽  
The Third ◽  
Time Period ◽  
Long Time ◽  
Legislative Changes ◽  
The Uk

Purpose – The purpose of this paper is to provide an overview of the changing strike activity in the UK over the last 50 years. Design/methodology/approach – The paper draws on a wide literature on UK strikes and an extensive trawl of newspaper sources. It is divided into four main sections. The first two summarise, in turn, the changing amount and locus of strike activity between 1964 and 2014. The third discusses the changing relationship and balance between official and unofficial strikes. The last covers the role of the courts and legislation on strikes, highlighting some key moments in this turbulent history. Findings – The period 1964-2014 can be divided into three sub-periods: high-strike activity until 1979; a transition period of “coercive pacification” in the 1980s; and unprecedentedly low-strike activity since the early 1990s. Unions were more combative against the legislative changes of the 1980s than they are normally given credit for. Research limitations/implications – Given its broad scope, this paper cannot claim to be comprehensive. Originality/value – This is a rare study of the changing nature of UK strikes over such a long time period.

Strategy formation in the innovation and market domain: emergent or deliberate?

2014 ◽  
Vol 7 (4) ◽  
pp. 354-375 ◽  
Author(s):  
Karl-Heinz Leitner
Keyword(s):  
Development Strategy ◽  
Product Innovation ◽  
Design Methodology ◽  
Market Development ◽  
Sales Growth ◽  
Strategy Formation ◽  
Content Type ◽  
Time Period ◽  
And Performance

Purpose – The purpose of this paper is to study the nature of the strategy formation and its impact on firm performance in relation to market development and product innovation. Design/methodology/approach – The paper is based on an empirical study of 91 Austrian SMEs which covers a time period of ten years. Strategy formation was captured by an analysis of strategic intentions and corresponding actions in two surveys carried out in 1995 and 2003. Findings – The study finds no direct association between strategy formation and performance, though, emergent strategists had less often a growth orientation. Taking into account industry dynamics, shows, contrary to our expectations, that companies which employed an emergent market development strategy achieved higher sales growth in stable than in dynamic industries. Originality/value – The question of the superiority of planned vs emergent strategies has a long debate in strategy formation literature. The authors contribute to this question by investigating the role of different information sources for the formation of market and product innovation strategies and its impact on the performance in different environments over a ten-year time period.

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