THE IMPACT OF THE SERVICE PROCESS QUALITY ON THE CONSUMER'S BEHAVIOR AND PURCHASING DECISIONS

2021 ◽  
Author(s):  
Małgorzata Adamska ◽  
Aneta Kucińska-Landwójtowicz
Keyword(s):  
Customer Service ◽  
Process Quality ◽  
Service Process ◽  
Purchasing Decisions ◽  
Sales Personnel ◽  
Proposed Model ◽  
Model Of Management ◽  
Customer Capital ◽  
The Impact

"The purpose of the article is to present the impact and the role of sales personnel and the pursued quality strategy in the customer service process on the customer's behaviour and processes of making purchase decisions. The identified dependencies may exert a significant impact on activities undertaken with respect to the formation of future customer relations and their nature, with special attention given to the context of the service process quality and sale personnel who carries out such process. The article is a concept study based on the results of a literature search query, experiences deriving from cooperation with the sector of small and medium-sized enterprises and the author’s own studies on the management of relations with customer capital in the sector of small and medium-sized enterprises. The original feature of the article are recommendations pertaining to the feasible scenario of operation and the proposed model of management with respect to sale personnel and service process quality, enhancing the creation of values for customers via efficient marketing strategies implemented in the area of customer servicing."

scholarly journals Assessment of the impact of the COVID-19 pandemic on the poverty of households

2021 ◽  
Vol 11/1 (-) ◽  
pp. 37-39
Author(s):  
Olena POSHYVALOVA
Keyword(s):  
Economic Impact ◽  
Social Protection ◽  
Economic Implications ◽  
Exogenous Shocks ◽  
Proposed Model ◽  
The Social ◽  
National Economies ◽  
The Impact ◽  
Information Basis

Introduction. The COVID-19 pandemic has caused grave and severe losses in many of the economies across the globe. The impact and the duration of the economic crisis occurring due to the pandemic among certain households is difficult to anticipate since the indeterminacy is being defined through the duration of the crisis and costs for the recovery of the economy. The purpose of the paper is to study theoretical aspects related to the assessment of the impact of the COVID-19 pandemic on the poverty of households. Methods. The theoretical and methodological basis of the study are modern theories, concepts, hypotheses. Comparative analysis is used. The methodological and information basis of the work are scientific works, materials of periodicals, information resources. Results. The paper incorporates a content analysis of studies focusing on the economic impact of the COVID-19 on the development of national economies. The majority of studies assess economic implications of the COVID-19 however they are concentrated on the macroeconomic and financial impact of the Corona Crisis. The impact on national economies is subsequently reduced to the microlevel, specifically the social and economic impact on individuals. Nonetheless, there is a need for a microanalysis which may better describe the interrelation between sectors and countries (the effect of macroeconomic aggregate indicators) and supplement the macroanalysis, providing more relevant evaluations of the impact of the distribution of income, outline the authorities of households, the role of people's savings, determine the resilience of households. The work establishes main assumptions and restrictions of formulating the model of impact of social and economic implications of the COVID-19 pandemic on the poverty of households Conclusion. Taking into consideration the distribution of incomes for various sectors, the proposed model allows to ensure the assessment of losses in the consumption of households, savings depletion and time for their recovery. It has been proven that without the social protection of the population the Corona Crisis will lead to a massive economic shock for the national economy. Prospects of further studies lie in the assessment of the impact of indirect macro-level factors, role of indeterminacy in the decision-making of households and implications in case of numerous waves of social crisis as well as the possible effect in the condition of concurrent exogenous shocks.

A Proposed Model to Investigate the Impact of Moral Intelligence and Early Maladaptive Schemas on Emotional Divorce Regarding the Mediating Role of Marital Burnout in Women Referring to Psychological Centers, Ahvaz, Iran

2020 ◽  
Keyword(s):  
Path Analysis ◽  
Pearson Correlation ◽  
Early Maladaptive Schemas ◽  
Maladaptive Schemas ◽  
Statistical Population ◽  
Mediating Role ◽  
Proposed Model ◽  
Moral Intelligence ◽  
The Impact

Introduction and Objectives: Appropriate relationships in society are shaped based on healthy and intimate rapports in families. Divorce is regarded as one of the most important sources of damage to families and marriages. This study aimed to design and test a model to investigate the effect of moral intelligence and early maladaptive schemas on emotional divorce considering the mediating role of marital burnout in women referring to psychological centers in Ahvaz, Iran. Materials and Methods: The statistical population of this descriptive-correlational study included all the women referring to psychological centers in Ahvaz, Iran, during 2019. In total, 264 individuals were selected using the convenience sampling method. The data were collected using an emotional divorce questionnaire, moral intelligence scale, early maladaptive schemas, and marital burnout questionnaire. Furthermore, the proposed model was evaluated using a path analysis method. A bootstrap test was utilized to test the indirect relationships. Pearson correlation coefficient and path analysis through AMOS software were employed to examine the relationships among the variables. Results: The results of this study showed the significance of all direct paths of the early maladaptive schemas with emotional divorce. Indirect pathways were also significant through marital burnout with emotional divorce (P<0.001). Conclusion: The proposed model indicated an acceptable fit level and was regarded as an important step in recognizing the effective factors in the emotional divorce of women. Moreover, it can be useful as a model to develop stress management programs and control increased emotional divorce among women.

Role of Young Entrepreneurs in Labor Absorptions and its Implications to Family Economic Resilience

2021 ◽  
Vol 1 (1) ◽  
pp. 16-27
Author(s):  
Azhar Ulwan
Keyword(s):  
Data Analysis ◽  
Customer Service ◽  
Financial Management ◽  
Primary Data ◽  
Economic Resilience ◽  
Analysis Technique ◽  
Data Validity ◽  
The Impact ◽  
Young Entrepreneurs

The purpose of this study is to determine the role of young online convection entrepreneurs in labor absorption and the obstacles faced by young online convection entrepreneurs as well as to analyze the implications of young online convection entrepreneurs in Bantul Regency on their family economic resilience. This research used a qualitative approach. Primary data is obtained from observations and in-depth interviews with 5 young entrepreneurs from 5 different online convection, namely Arto Convection, Apparelsae Convection, Convection San Project, ID Convection, and Indeepco Clothing. The data analysis technique used is interactive model data analysis. This study used data validity checking techniques, namely triangulation, and detailed description techniques. The results of the research showed that young entrepreneurs have a role in labor absorption and provide income to the owner convection. Some of the obstacles often encountered by young entrepreneurs of convection online are a constraint on the production, financial management, management of marketing, customer service online base, less qualified human resources constraints, and constraints background education entrepreneurs who are not majoring in business. Young online convection entrepreneurs have made several efforts to overcome these obstacles. Based on the analysis with the income contribution approach and the basic need approach, the impact of online convection makes the economic resilience of young entrepreneur families strong and resilient.

The Impact of Islamic Finance on Sustainability Reporting

2020 ◽  
pp. 262-269 ◽  
Author(s):  
Adel M. Sarea
Keyword(s):  
Financial Reporting ◽  
Sustainability Reporting ◽  
Islamic Finance ◽  
Green Accounting ◽  
Proposed Model ◽  
Mediator Role ◽  
Future Consumption ◽  
Reducing Costs ◽  
The Impact

This chapter explores the impact of Islamic finance on sustainability reporting, and the mediator role of green accounting. Sustainability focuses on balancing present and future consumption to ensure basic needs of coming generations will be met. The mediator role of green accounting could positively impact sustainability financial reporting and sustainability reporting. The chapter employs content analysis approaches to explore the environmental impact of Islamic finance on sustainability reporting. Sustainability enhances future environmental aspects of reducing costs and risk management. The proposed model is based on the literature review to conceptualize the mediator role of green accounting. The chapter adds value to the literature on green accounting and sustainability reporting by considering the role of Islamic finance to promote a friendly environment.

scholarly journals Sensory nutrition: The role of taste in the reviews of commercial food products

2019 ◽  
Author(s):  
Danielle. R. Reed ◽  
Joel D. Mainland ◽  
Charles J. Arayata
Keyword(s):  
Customer Service ◽  
Food Product ◽  
Food Products ◽  
Data Sets ◽  
Product Reviews ◽  
Purchasing Decisions ◽  
Consumer Review ◽  
Sensory Responses ◽  
Taste Experience

AbstractMany factors play a role in choosing what to eat or drink. Here we explored the role of sensation to explain these differences, drawing on consumer reviews for commercially available food products sold through an online retailer. We analyzed 393,568 unique food product reviews from Amazon customers with a total of 256,043 reviewers rating 67,553 products. Taste-associated words were mentioned more than words associated with cost, food texture, customer service, nutrition, smell, or those referring to the trigeminal senses, e.g., spicy. We computed the overall number of reviews that mentioned taste qualities: the word taste was mentioned in over 30% of the reviews (N= 142,768), followed by sweet (10.7%, N=42,315), bitter (2.9%, N=11,424), sour (2.1%, N=8,252), and salty (1.4%, N=5,688). We identified 38 phrases used to describe the evaluation of sweetness, finding that ‘too sweet’ was used in nearly 0.8% of the reviews and oversweetness was mentioned over 25 times more often than under-sweetness. We then focused on ‘polarizing’ products, those that elicited a wide difference of opinion (as measured by the ranges of the product ratings). Using the products that had more than 50 reviews, we identified the top 10 most polarizing foods (i.e., those with the largest standard deviation in ratings) and provide representative comments about the polarized taste experience of consumers. Overall, these results support the primacy of taste in real-world food ratings and individualized taste experience, such as whether a product is ‘too sweet’. Analysis of consumer review data sets can provide information about purchasing decisions and customer sensory responses to particular commercially available products and represents a promising methodology for the emerging field of sensory nutrition.

scholarly journals COVID-19 Risk Minimization Decision Making Strategy Using Data-Driven Model

2021 ◽  
Vol 3 (1) ◽  
pp. 57-66
Author(s):  
Akey Sungheetha
Keyword(s):  
Decision Making ◽  
Data Driven ◽  
Risk Minimization ◽  
Proposed Model ◽  
Epidemic Intelligence ◽  
Spread Dynamics ◽  
Using Data ◽  
The Impact ◽  
Global Strategies

In order to establish social resilient and sustainable cities during the pandemic outbreak, it is essential to forecast the epidemic trends and trace infection by means of data-driven solution addressing the requirements of local operational defense applications and global strategies. The smartphone based Digital Proximity Tracing Technology (DPTT) has obtained a great deal of interest with the ongoing COVID-19 pandemic in terms of mitigation, containing and monitoring with the population acceptance insights and effectiveness of the function. The DPTTs and Data-Driven Epidemic Intelligence Strategies (DDEIS) are compared in this paper to identify the shortcomings and propose a novel solution to overcome them. In terms of epidemic resurgence risk minimization, guaranteeing public health safety and quick return of cities to normalcy, a social as well as technological solution may be provided by incorporating the key features of DDEIS. The role of human behavior is taken into consideration while assessing its limitations and benefits for policy making as well as individual decision making. The epidemiological model of SEIR (Susceptible–Exposed–Infectious–Recovered) provides preliminary data for the preferences of users in a DPTT. The impact of the proposed model on the spread dynamics of Covid-19 is evaluated and the results are presented.

scholarly journals The impact of Supervisor Support towards Extra-Role Behavior

2019 ◽  
Vol 8 (4) ◽  
pp. 5109-5113
Keyword(s):  
Organizational Climate ◽  
Supervisor Support ◽  
Model Analysis ◽  
Instrumental Support ◽  
Employee Outcomes ◽  
Role Behavior ◽  
Proposed Model ◽  
The Impact ◽  
The Relationship

Effective supervisor support consists of two main features: emotional and instrumental support. Recent studies from the perspective of organizational climate which focus on the execution of such features among supervisors has a significant impact towards positive employee outcomes especially in their extra-role behavior. Even though this relationship has been widely explored, the role of supervisor support as a vital construct is still less discussed in the organizational climate literature. Therefore, this research was conduct to investigate the relationship between supervisor support and extra-role behavior. The data was collected using survey on 113 executives and non-executives from a telecommunication organization. The findings from the SmartPLS model analysis revealed that, extra-role behavior contributed to 31% variance on the proposed model. This shows that the ability of supervisors to provide emotional and instrumental support to employees has led to an increase in their extra-role behavior in the organization. The implications of this study in relation to theories, methodologies and organizational practitioners are also discussed.

scholarly journals Self-Concept, Gender, And Product Type: An Investigation Of Brand Loyalty

2011 ◽  
Vol 10 (1) ◽  
pp. 25
Author(s):  
Joseph F. Rocereto ◽  
Joseph B. Mosca
Keyword(s):  
Brand Loyalty ◽  
Brand Image ◽  
Product Type ◽  
Self Concept ◽  
Consumer Attitude ◽  
Font Size ◽  
Proposed Model ◽  
Hedonic And Utilitarian Products ◽  
The Impact

<span style="font-family: Times New Roman; font-size: small;"> </span><p style="margin: 0in 0.5in 0pt; text-align: justify; mso-pagination: none; mso-add-space: auto;" class="MsoBodyText3"><span style="color: black; font-size: 10pt; mso-themecolor: text1;"><span style="font-family: Times New Roman;">Numerous studies have investigated the impact of self-concept brand image congruity on brand loyalty.<span style="mso-spacerun: yes;"> </span>However, there is a dearth of literature which has assessed this relationship across different product types.<span style="mso-spacerun: yes;"> </span>Furthermore, there is a lack of understanding regarding the role that gender may play in the creation of such brand loyalty.<span style="mso-spacerun: yes;"> </span>This study investigates the effects of self-concept brand image congruity on consumer attitude formation and resulting brand loyalty across two different types of products (i.e., hedonic and utilitarian products) and assesses the moderating role of gender within each product type setting.<span style="mso-spacerun: yes;"> </span>Results reveal that the proposed model is sufficiently robust to explain the effects of self-concept brand image congruities across different product types.<span style="mso-spacerun: yes;"> </span>Furthermore, this study indicates that gender serves as a moderator in both product type settings, however, in theoretically important different manners.</span></span></p><span style="font-family: Times New Roman; font-size: small;"> </span>

scholarly journals Multiperspective Bus Route Planning in a Stackelberg Game Framework

2020 ◽  
Vol 2020 ◽  
pp. 1-16
Author(s):  
Xinyu Liu ◽  
Jie Yu ◽  
Xiaoguang Yang ◽  
Weijie Tan
Keyword(s):  
Service Providers ◽  
Stackelberg Game ◽  
Route Planning ◽  
Government Agencies ◽  
Fleet Size ◽  
Bisection Algorithm ◽  
Proposed Model ◽  
Bus Route Planning ◽  
The Impact

Bus route planning is a challenging task due to multiple perspective interactions among passengers, service providers, and government agencies. This paper presents a multidimensional Stackelberg-game-based framework and mathematical model to best trade off the decisions of multiple stakeholders that previous literature rarely captures, i.e., governments, service providers, and passengers, in planning a new bus route or adjusting an existing one. The proposed model features a bilevel structure with the upper level reflecting the perspective of government agencies in subsidy allocation and the lower level representing the decisions of service providers in dispatching frequency and bus fleet size design. The bilevel model is framed as a Stackelberg game where government agencies take the role of “leader” and service providers take the role of “follower” with social costs and profits set as payoffs, respectively. This Stackelberg-game-based framework can reflect the decision sequence of both participants as well as their competition or collaboration relationship in planning a bus route. The impact of such decisions on the mode and route choices of passengers is captured by a Nested Logit model. A partition-based bisection algorithm is developed to solve the proposed model. Results from a case study in Shanghai validate the effectiveness and performance of the proposed model and algorithm.

scholarly journals Brand experience and brand attachment as drivers of WOM in hospitality

2020 ◽  
Vol 24 (2) ◽  
pp. 231-246
Author(s):  
Mónica Gómez-Suárez ◽  
Mónica Veloso
Keyword(s):  
Online Survey ◽  
Structural Equations ◽  
Brand Experience ◽  
Emotional Attachment ◽  
Content Type ◽  
Four Dimensions ◽  
Mediating Role ◽  
Proposed Model ◽  
The Impact

Purpose The purpose of this paper is to develop a model to measure the impact of brand experience in the hotel industry, on word-of-mouth (WOM) recommendations while accounting for the possible mediating role of people’s emotional attachment with the brand. Design/methodology/approach Data were collected through an online survey of 416 hotel customers. The proposed model was tested with structural equations modelling (SEM). Findings The results suggest that brand experience in the hotel sector is a consequence of four dimensions: location, ambience, staff and Web, in that order of influence. In addition, the study confirms the mediating role of emotional attachment in the relationship between experience and WOM recommendations. However, the experience itself has a greater direct impact than the attachment. Practical implications By knowing the dimensions that comprise the hotel brand experience, managers can design more impactful experiences that create strong links with guests, thereby increasing WOM recommendations. Originality/value This paper enriches the existing literature on brand experience in the hospitality sector and provides evidence of the mediating role of emotional bonding. Previous research has proven that linking is a consequence of experience, but not yet examined its mediating role.

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