scholarly journals Instagram: A Gimmick or a Serious Reputation Builder in the Airline Business?

2021 ◽  
pp. 097325862110313
Author(s):  
Rui Vinhas da Silva ◽  
Catarina Marques ◽  
Diogo Martinho ◽  
Natália Teixeira ◽  
José Crespo de Carvalho
Keyword(s):  
Customer Service ◽  
Corporate Reputation ◽  
Structural Equation ◽  
Civil Aviation ◽  
Future Research ◽  
Online Questionnaire ◽  
Media Usage ◽  
Service Expectations ◽  
The One ◽  
Shed Light

The purpose of the research was to shed light on the interrelatedness between Instagram and corporate reputation, on the one hand, and customer service expectations, on the other. A conceptual model was proposed to be tested in the context of the civil aviation economy. A national flagship airline company was chosen in which to conduct the research. An online questionnaire was made available, and 283 responses were collected. Partial least squares structural equation modelling (PLS SEM) was used to test the research hypotheses derived from the literature. The novelty of the work is in the scarce research found when scrutinising the literature on possible links between Instagram and airline corporate reputation. The study found a positive correlation between social media usage and corporate reputation in the airline sector. Future research needs to replicate this study across other airlines to ascertain the external validity of the current study and its potential for extrapolation.

scholarly journals Does Emotional Value Play a Role in the Relationship between Risk and Loyalty?

2019 ◽  
Vol 2 (2) ◽  
pp. 35-42 ◽  
Author(s):  
Mircea-Andrei Scridon
Keyword(s):  
Perceived Risk ◽  
Structural Equation ◽  
Financial Risk ◽  
Future Research ◽  
Medium Size ◽  
Equation Modelling ◽  
Modelling Techniques ◽  
The One ◽  
Emotional Value ◽  
The Relationship

Abstract Although perceived value is considered essential in any marketing activity, the role it plays regarding the relationship between perceived risk and loyalty in the context of organizational markets is not thoroughly considered. Therefore, this paper addresses the aforementioned issues in the context of the small and medium size enterprise market in Romania. From a sample of 229 entities, data were collected and analysed using structural equation modelling techniques. Results confirmed that different relationships are established between functional or financial risk and emotional value on the one hand, and emotional value and loyalty on the other hand. Discussions of the results integrate main findings with other studies that partially or tangentially study the connections between emotional value, risk and loyalty. The paper end with a brief limitations and avenues for future research.

The Value of Social Media for Small Businesses

2013 ◽  
Vol 28 (1) ◽  
pp. 187-207 ◽  
Author(s):  
Ludwig Christian Schaupp ◽  
France Bélanger
Keyword(s):  
Social Media ◽  
Customer Service ◽  
Small Businesses ◽  
Future Research ◽  
Mobile Environment ◽  
Resource Based View ◽  
Media Usage ◽  
Technology Competence ◽  
Employee Recruitment ◽  
Internal Operations

ABSTRACT Companies are implementing social media for marketing, advertising, employee recruitment, and overall communications with employees, clients, and partners. Small businesses are able to gain substantial value from social media but there are also many challenges. In this research, the Technology-Organization-Environment framework, the Resource-Based View theory, and interview data are combined to develop a model of social media usage and value for small businesses. Survey data from small businesses from a variety of industries and geographical locations are collected to validate the model. Results indicate that technology competence, pressure from clients, and characteristics of the mobile environment are significant antecedents of social media usage. The dimensions of social media value—perceived impact on internal operations, marketing, customer service, and sales—are also significant. Implications and avenues for future research are discussed.

scholarly journals Acting the part: Emotional intelligence and job satisfaction as predictors of emotional labor in travel agencies

2020 ◽  
pp. 146735842096565
Author(s):  
Milena Nedeljković Knežević ◽  
Marko D Petrović ◽  
Sanja Kovačić ◽  
Maja Mijatov ◽  
Darko B Vuković ◽  
...  
Keyword(s):  
Job Satisfaction ◽  
Emotional Intelligence ◽  
Customer Service ◽  
Emotional Labor ◽  
Structural Equation ◽  
Work Motivation ◽  
Future Research ◽  
Mediating Role ◽  
Travel Agencies ◽  
Novi Sad

Employees of retail travel agencies in sales roles can have long-lasting, direct contact with tourists which, in the case of poor customer service, can be extremely problematic for businesses. Because of this, it is important to understand how employees manage their emotions to help them to remain satisfied with their work, thus contributing to the satisfaction of tourists. However, job satisfaction, emotional intelligence and emotional labor in tourism have not previously been studied together as variables in a single model. This research analyses the mediating role of emotional intelligence in the relationship between job satisfaction and emotional labor in travel agencies, as well as job satisfaction as an antecedent of emotional labor. Data were collected from 160 employees of 45 travel agencies in the Serbian cities of Belgrade and Novi Sad. Results show that employees’ emotional intelligence mediates the positive relationship between job satisfaction and emotional labor. Management implications: Increasing employees’ emotional intelligence through training and development and actively recruiting employees with high emotional intelligence will reduce emotional exhaustion and improve customer satisfaction for retail travel agencies. Future research should include employees from other countries, in order to make comparisons and to validate results, as well as to test the created model by structural equation modelling (SEM), involving some other possible mediators, such as socio-demographics, personality traits or work motivation.

scholarly journals Islamic Faith-Based Content and Religious Social-media Motives

2021 ◽  
Vol 9 (1) ◽  
pp. 19
Author(s):  
Khairil Anwar ◽  
Abdul Mujib
Keyword(s):  
Social Media ◽  
Structural Equation ◽  
Quantitative Research ◽  
Well Being ◽  
Equation Modeling ◽  
Future Research ◽  
Media Usage ◽  
Faith Based ◽  
Islamic Faith ◽  
The Impact

The predominance and use of social media for sacred and secular purposes have made it imperative to understand the role of social media in people’s religious motives and life. Therefore, grounded in gratification theory, the current study examines the impact of social media usage intensity, social media usage frequency, and religious appreciation in developing and strengthening different motives, i.e., ministering, spiritual enlightenment, religious information, relaxing entertainment, and well-being, among the followers of social media pages/accounts/sites for faith-based content. Following a quantitative research methodology, data were collected from the 562 followers of social media, i.e., Facebook, YouTube, Instagram, and Twitter. Data were analyzed using Structural Equation Modeling (SEM) in SmartPLS3 software. The results revealed that social media usage intensity and frequency positively influenced all five motives of individuals with a higher impact on individuals’ motive of gaining religious information followed by spiritual enlightenment and well-being. Likewise, religious appreciation positively impacted all five motives of individuals to assess the faith-based content on social media pages/accounts/sites. However, the intensity of the impact varied from well-being, relaxing entertainment, ministering, religious information to spiritual enlightenment from the highest to lowest level, respectively. Moreover, the unique concept, theoretical and practical implications, and future research insights of the study are major advances to literature in the field.

The era of consumer entitlement: investigating entitlement after a perceived brand failure

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Joanna Phillips Melancon ◽  
Mary Jane Gardner ◽  
Vassilis Dalakas
Keyword(s):  
Customer Service ◽  
Structural Equation ◽  
Negative Relationship ◽  
Equation Modeling ◽  
Service Encounters ◽  
Online Questionnaire ◽  
Content Type ◽  
Fan Identification ◽  
The Relationship ◽  
Relational Behaviors

Purpose The purpose of this study is to explore the antecedents of consumer entitlement among loyal consumers in response to a perceived brand failure, as well as the effect of consumer entitlement on satisfaction and behavioral intentions. Design/methodology/approach An online questionnaire asked 226 Game of Thrones viewers about their reactions to the final season of the series. Partial least squares structural equation modeling was the analysis method for testing the hypotheses. Findings Investment, perceived justice and collective fairness are all predictors of entitlement. Fan identification increases feelings of investment. Entitlement has a negative relationship with satisfaction, and satisfaction is positively related to relational behaviors. Practical implications Loyal, highly entitled consumers can make life difficult for a brand in customer service encounters, on social media and financially. The manuscript offers managers an understanding of which consumers and situations may elicit entitlement and how to mitigate entitlement. Originality/value This is one of the first studies to attempt to model antecedents of consumer entitlement and to study entitlement among highly loyal consumers in response to a perceived brand failure. The study furthers existing research by pointing out the effect of entitlement on the relationship with the brand and consequences for the brand, as opposed to past studies, which have largely explored the effects of working with entitled consumers on front-line employees.

The Role of Trust in the Acceptance of Government Cloud

2021 ◽  
pp. 2394-2414
Author(s):  
Maha A. Alrashed ◽  
Mutlaq B Alotaibi
Keyword(s):  
Risk Perceptions ◽  
Structural Equation ◽  
Quantitative Research ◽  
Equation Modeling ◽  
Future Research ◽  
Research Approach ◽  
Use Of Technology ◽  
Facilitating Conditions ◽  
The One

This study proposes and empirically examines a revised and extended Unified Theory of Acceptance and Use of Technology (UTAUT) model, while acknowledging the role of trust on government cloud (G-Cloud) acceptance. The study utilized a quantitative research approach to examine the research model with data collected from a survey administered to IT professionals at government agencies in Saudi Arabia. The model was tested using the partial least squares structural equation modeling (PLS-SEM). Results show that trust is a major predictor of behavioral intentions to use G-Cloud that reduces uncertainty associated with the cloud and mitigates risk perceptions on the one hand, and significantly increases the perceptions of usefulness on the other hand. Furthermore, results indicate that performance expectancy, social influence, and facilitating conditions are all significant determinants of G-Cloud acceptance. Based on the findings, the study highlights several implications for practice and suggests opportunities for future research in the field of government cloud.

Knowledge sharing, commitment and opportunism in new product development

2015 ◽  
Vol 35 (7) ◽  
pp. 1056-1074 ◽  
Author(s):  
Richard C M Yam ◽  
Cliff Chan
Keyword(s):  
Product Development ◽  
Knowledge Sharing ◽  
New Product Development ◽  
Structural Equation ◽  
New Product ◽  
Future Research ◽  
Online Questionnaire ◽  
Managerial Implication ◽  
Content Type ◽  
Business Partners

Purpose – In today’s market, firms are riding on the wave of globalisation to enhance competitiveness through corporate collaboration in new product development (NPD). In joint NPD, huge amounts of information and knowledge are interchanged among business partners. However, industrial experience and past research have indicated that knowledge sharing among firms invite opportunism, that is, knowledge being leaked or misused by others. To determine the means to rectify the problems of opportunism in joint NPD, the purpose of this paper is to investigate the effect of commitment and knowledge sharing on opportunism. Design/methodology/approach – An online questionnaire survey was conducted to verify the research model with 312 valid responses from manufacturing firms. The survey data were analysed by structural equation modelling, and the findings were verified by follow-up interviews. Findings – Contradictory to most studies, this study finds that knowledge sharing among committed business partners suppresses, rather than invites, opportunism. Research limitations/implications – This finding is new in the literature with strong managerial implication. Firms that hesitate to share their knowledge with others because of the fear of opportunism should commit more seriously to their business partners so that they could share knowledge for better NPD. Originality/value – This study has reversed the sceptical belief of knowledge sharing leading to opportunism. This new belief will encourage corporate collaboration in joint NPD. However, for a comprehensive view on opportunism in inter-firm NPD, other governance mechanisms, that is, contract and trust, should also be studied in future research.

Influence of consumer regiocentrism on perceived value of wine

2018 ◽  
Vol 120 (1) ◽  
pp. 33-43 ◽  
Author(s):  
Sandra Pestar Bizjak ◽  
Hristo Hristov ◽  
Tatjana Košmerl ◽  
Ales Kuhar
Keyword(s):  
Structural Equation ◽  
Current Knowledge ◽  
Perceived Value ◽  
Regional Identity ◽  
Three Dimensions ◽  
Future Research ◽  
Online Questionnaire ◽  
Content Type ◽  
Psychological Phenomena ◽  
The Usa

Purpose The purpose of this paper is to identify which dimensions of perceived value of wine dominate in the perception of wine consumers from two distinctive wine producing regions and to examine how their respective regional identity, consumer regiocentrism (CR) and perceived value of wine are inter-related in determining consumers’ preference of wine. Design/methodology/approach A sample of 221 wine consumers from two Slovenian wine regions with contrasting wine-related and social specificities responded to an online questionnaire. Besides the wine-related consumer behaviour variables, the questionnaire contained CR, regional identity and consumer perceived value measurements, based on adapted CETSCALE, regional identity and PERVAL scales. The scales were validated, and structural equation modelling was used to evaluate the relationships between the constructs. Findings Perceived value of wine was found to consist of three dimensions: emotional-social, quality-price and terroir, which differ from those previously observed among wine consumers from the USA. Regional identity was found to be a direct antecedent of CR, and CR directly affects all three dimensions of perceived value of wine; these findings were evident in the original model and in both studied wine regions. Research limitations/implications Future research should extend the model to include other possible antecedents of CR and study its effects on different consequences, especially purchasing intent. Future studies would benefit by adding more indicators into scales to measure CR and regional identity to improve the model fit. Originality/value This study contributes to a better understanding of perceived value of wine and extends the current knowledge of how social and psychological phenomena interact when evaluating wine. The results herein should enable marketers to develop more sophisticated positioning strategies and support their decision making for an appropriate market approach.

scholarly journals Adult roles as predictors of adult identity and identity commitment in Polish emerging adults: Psychosocial maturity as an intervening variable

2018 ◽  
Vol 39 (6) ◽  
pp. 2149-2158 ◽  
Author(s):  
Konrad Piotrowski ◽  
Anna I. Brzezińska ◽  
Koen Luyckx
Keyword(s):  
Emerging Adults ◽  
Structural Equation ◽  
Future Research ◽  
Psychosocial Maturity ◽  
Identity Commitment ◽  
Equation Modelling ◽  
Adult Identity ◽  
The One ◽  
Adult Roles ◽  
Intervening Variables

Abstract In the present study, we examined the relationships between adult identity, strength of identity commitments, and their potential determinants: number of adult social roles undertaken and psychosocial maturity. A total of 358 emerging adults aged 18 to 30 participated. Structural equation modelling analyses indicated that psychosocial maturity dimensions served as intervening variables between adult roles on the one hand and adult identity and identity commitments on the other. The results suggest that vocational and familial adult roles can be related to different aspects of psychosocial maturity. Implications and suggestions for future research are discussed.

scholarly journals Do CSR Perceptions Influence Work Outcomes in the Health Care Sector? The Mediating Role of Organizational Identification and Employee Attachment

2021 ◽  
Vol 13 (17) ◽  
pp. 9840
Author(s):  
Souad Hassanie ◽  
Georgiana Karadas ◽  
Okechukwu Lawrence Emeagwali
Keyword(s):  
Health Care ◽  
Social Exchange ◽  
Organizational Identification ◽  
Corporate Reputation ◽  
Structural Equation ◽  
Health Care Sector ◽  
Work Outcomes ◽  
Equation Modeling ◽  
Future Research ◽  
Role Performance

A limited number of studies have emphasized the importance of corporate social responsibility (CSR) implementation in the health care sector. Based on social exchange theory and social identity theory, this paper examines the relationships between employees’ CSR perceptions, employee attachment, organizational identification, corporate reputation, employee organization relationship, and extra-role performance utilizing structural equation modeling. Data were obtained from Lebanese health care workers in private hospitals in two questionnaires. The results indicate that CSR perceptions positively affect employee attachment and organizational identification. Moreover, employees’ CSR perceptions positively affect work outcomes directly and indirectly via employee attachment. On the other hand, although organizational identification has a negative but significant relationship with employee organization relationships, it does not significantly influence corporate reputation and extra-role performance. Examining the two intervening variables that link CSR to work outcomes provides theoretical and practical implications. Contributions to health care management literature, as well as future research recommendations, are also presented.

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