Consumer Drivers of Industry Growth and Household Loyalty to Private Security Firms in Jamaica

2019 ◽  
Vol 36 (1) ◽  
pp. 110-127
Author(s):  
Suzette A. Haughton ◽  
Trevor A. Smith ◽  
Joakim Berndtsson
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Private Security ◽  
Equation Modeling ◽  
Industry Growth ◽  
Security Industry ◽  
Final Sample ◽  
Private Policing ◽  
Key Drivers ◽  
Private Security Industry

Jamaica is the fourth most murderous country in the world with more than 100 murders per 100,000 population. Private security firms have grown to record levels and have outnumbered the police and military combined, thus making private security an extremely important part of the security landscape in the country. This article seeks to explain household loyalty to private security providers and the rapid growth of private policing and protection in the country. Prior research has rarely addressed this issue, particularly in a developing world context. Utilizing a final sample of 108 private security customers in Jamaica and partial least squares structural equation modeling (PLS-SEM) for data analysis, the study finds that good relationships between customers and security providers and the service quality offered by private security firms are key drivers of household loyalty. In addition, lack of confidence in the police, service quality offered, and the high levels of “indiscipline” in the Jamaican society are causal to the increased growth in the private security industry.

scholarly journals The “New” Private Security Industry, the Private Policing of Cyberspace and the Regulatory Questions

2019 ◽  
Vol 36 (1) ◽  
pp. 39-55 ◽  
Author(s):  
Mark Button
Keyword(s):  
Private Security ◽  
Policy Makers ◽  
Quiet Revolution ◽  
Security Industry ◽  
Private Policing ◽  
The Future ◽  
Private Security Industry ◽  
Significant Change ◽  
Future Focus

This article explores the growth of the “new” private security industry and private policing arrangements, policing cyberspace. It argues there has been a significant change in policing which is equivalent to the “quiet revolution” associated with private policing that Shearing and Stenning observed in the 1970s and 1980s, marking the “second quiet revolution.” The article then explores some of the regulatory questions that arise from these changes, which have been largely ignored to date by scholars of policing and policy-makers, making some clear recommendations for the future focus of them.

scholarly journals Private Police and Security Governance: Mapping Emerging Trends and Future Directions

2019 ◽  
Vol 36 (1) ◽  
pp. 101-109 ◽  
Author(s):  
Mahesh K. Nalla ◽  
Anna Gurinskaya
Keyword(s):  
Private Security ◽  
Future Directions ◽  
Scholarly Literature ◽  
Security Governance ◽  
Security Industry ◽  
The Past ◽  
Emerging Trends ◽  
Private Policing ◽  
The Subject ◽  
Private Security Industry

In this article, we outline a brief overview of the growth and trends in scholarly literature devoted to the study of private policing and the private security industry in crime and security governance over the past five decades. More specifically, we draw attention to the scholarship addressing private policing and the shifts in the discourse of the subject of security governance during this time both from theoretical and thematic foci. In doing so, we identify potential future directions in which this field of private policing studies is moving.

scholarly journals BEHIND CLOSED GATES: EVERYDAY POLICING IN DURBAN, SOUTH AFRICA

Africa ◽  
2016 ◽  
Vol 86 (1) ◽  
pp. 98-121 ◽  
Author(s):  
Sarah-Jane Cooper-Knock
Keyword(s):  
South Africa ◽  
Predominantly White ◽  
Daily Life ◽  
Private Security ◽  
The State ◽  
Security Industry ◽  
The Everyday ◽  
Private Policing ◽  
State Police ◽  
Private Security Industry

ABSTRACTStudies of everyday policing in predominantly white areas in South Africa often focus on the spectacle of secured architecture and private policing services, concluding that the growth of the private security industry has created atomized units of residence that are alienated from the state. Such conclusions are important but incomplete: they do not look sufficiently behind closed gates to explore how private security is justified, utilized, supplemented or avoided in daily life. In this article, I explore the everyday policing of theft and robbery in a predominantly white policing sector in Durban. I demonstrate that people have not simply transferred their dependence or allegiance from public to private policing. Instead, their approach to everyday policing straddles these two spheres, perpetually disrupts any simple dichotomy between them, and illustrates how all forms of policing are entangled in the wider inequalities and insecurities of post-apartheid South Africa. In making this argument, I highlight how residents remain reliant on the bureaucratic authority of the state police, are distrustful of their employees who supposedly protect them, and appear far more willing to take matters into their own hands than many interviewees admit or imagine.

Analisis Peranan Kepuasan Dan Komitmen Sebagai Perantara Pengaruh Kualitas Jasa Tutorial Online Terhadap Loyalitas Mahasiswa

2018 ◽  
Vol 9 (2) ◽  
pp. 18-32
Author(s):  
Andy Mulyana ◽  
Devi Ayuni
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Positive Influence ◽  
Management Program ◽  
Equation Modeling ◽  
Online Tutorial ◽  
Student Loyalty ◽  
The Relationship ◽  
Positive Effect

This study aims to evaluate the role of satisfaction and commitment as mediating the effect of service quality on student loyalty as the user of Open University's Online Tutorial. Based on data analysis on student of Management program 229 as respondents with Structural Equation Modeling (SEM), this study found the relationship between: (1) positive influence of service quality to satisfaction and loyalty of students using tuton; (2) the positive effect of satisfaction on student loyalty using tuton; (3) satisfaction is a mediator between service quality and loyalty of students using tuton. Conversely, commitment has no positive effect on student loyalty as a tuton user. In addition, commitment does not mediates the effect of satisfaction on the loyalty of tuton users. Keywords: service quality, satisfaction, commitment, loyalty

Can salesperson guilt lead to more satisfied customers? Findings from India

2017 ◽  
Vol 32 (7) ◽  
pp. 951-961 ◽  
Author(s):  
Colin B. Gabler ◽  
Raj Agnihotri ◽  
Omar S. Itani
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation ◽  
Positive Outcome ◽  
Equation Modeling ◽  
Content Type ◽  
Prosocial Motivation ◽  
Outcome Feedback ◽  
Final Sample ◽  
Guilt Proneness ◽  
Relational Orientation

Purpose The purpose of this paper is to investigate guilt proneness as a prosocial salesperson trait and its impact on outcomes important to the firm, the customer as well as the salesperson. Specifically, the authors look at how this variable relates to job effort and the indirect effects on customer satisfaction. The corollary purpose is to uncover how managers influence these constructs through positive outcome feedback. Design/methodology/approach Prosocial motivation theory grounds the conceptual model which the authors test through survey implementation. The final sample consisted of 129 business-to-business (B2B) salespeople working across multiple industries in India. Latent moderated structural equation modeling was utilized to test the proposed model. Findings The results suggest that guilt proneness positively influences the likelihood that a salesperson adopts a relational orientation, which has a direct effect on individual effort and an indirect effect on customer satisfaction. Supervisors have the ability to amplify this effort through positive outcome feedback, but only when relational orientation is low. Their support had no effect on salespeople with a high relational orientation. Originality/value The study is unique in that it combines an overlooked prosocial trait with a B2B Indian dataset. We provide value for firms because our results show that guilt-prone salespeople put more effort into their job – ”something universally desirable among sales managers” – through the development of a relational orientation. The authors also give practical implications on how to support salespeople given their level of relational orientation.

The Effect of E-Service Quality on Football Fan Satisfaction and Fan Loyalty toward the Websites of Their Favorable Football Teams

2016 ◽  
Vol 12 (1) ◽  
pp. 43-57 ◽  
Author(s):  
Javad Khazaei Pool ◽  
Ali Dehghan ◽  
Hadi Balouei Jamkhaneh ◽  
Akbar Jaberi ◽  
Maryam Sharifkhani
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Marketing Research ◽  
Strong Support ◽  
Equation Modeling ◽  
Valuable Insight ◽  
Electronic Service ◽  
Sports Club ◽  
Insight Into ◽  
Selection Of

The purpose of the current study was to examine the effect of electronic service quality on fan satisfaction and fan loyalty in the online environment. Selection of three hundred and fifty-six fans of a famous sports club was through random sampling using the club's website. AMOS used structural equation modeling for data analysis. Results provided strong support on the effect of electronic service quality (E-S-QUAL) on fan satisfaction and fan loyalty toward the website of their favorable football teams. Business enterprises have well researched e-service quality and loyalty. However, limited research exists in the sports context. This paper provides valuable insight into the measurement of e-service quality and fan loyalty in the sport and offers a foundation for future marketing research.

Creating Utilitarian and Hedonic Value from Website Quality and Online Retail Performance

2017 ◽  
Vol 15 (3) ◽  
pp. 1-13 ◽  
Author(s):  
Edward Shih-Tse Wang
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Relationship Commitment ◽  
Equation Modeling ◽  
System Quality ◽  
Price Fairness ◽  
Online Retail ◽  
Website Quality ◽  
Hedonic Value ◽  
Utilitarian Value

Although consumer-perceived utilitarian value and hedonic value have been considered essential antecedents of consumer behavior, few studies have investigated the effects of both website quality and online retail performance on consumer-perceived utilitarian value and hedonic value, which in turn affect consumers' relationship commitment. This study analyzed data from 394 online shoppers using structural equation modeling. The results revealed that both utilitarian and hedonic value significantly and positively affected relationship commitment. Information quality, system quality, service quality, and price fairness were revealed to significantly and positively affect the perceived utilitarian value of online stores, whereas system and service quality increased perceived hedonic value.

scholarly journals PATIENT CENTEREDNESS IN HEALTH CARE: PERSPECTIVES FROM AN EMPIRICAL INVESTIGATION

2018 ◽  
Vol 11 (8) ◽  
pp. 450
Author(s):  
Rejikumar G ◽  
Archana Ks
Keyword(s):  
Health Care ◽  
Patient Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Patient Centeredness ◽  
Personalized Health

Objectives: The objective of this study was to examine the formation of wellness perceptions and satisfaction from antecedents that explain various attributes regarding service quality perceptions about doctors by patients. The topic is of contemporary relevance as health-care firms are reengineering their competencies to deliver personalized health services to for unmatched experience to develop long-term relationships with patients.Methods: Responses from 280 patients about service quality attributes of doctors, wellness perceptions, and their satisfaction are collected using a structured questionnaire. An exploratory factor analysis was performed using SPSS. 20 to identify significant dimensions of doctor’s service quality. The theoretical model developed with these dimensions, wellness perceptions, and patient satisfaction was estimated using partial least square-based structural equation modeling approach to test hypotheses about linkages among these constructs.Results: The dimension structure of doctor’s service quality contained constructs such as “price affordability of medicines,” “quality of diagnosis,” “interaction quality of doctor,” “appropriateness of tests prescribed,” and “quality of usage prescriptions.” These service quality dimensions of doctor significantly develop wellness perceptions and satisfaction among patients. Wellness perceptions act as a mediator in satisfaction development.Conclusions: Patient satisfaction and wellness perceptions are of primary importance in improving service quality in health care and to remain competitive. The health-care firms should train their professionals to interact with the patients more efficiently by adhering to the philosophy of patient centeredness in their service process.

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