scholarly journals The Role of TQMk in Increasing the Effectiveness of E-Marketing within the Jordanian Telecommunication Sector

2021 ◽  
Vol 16 (5) ◽  
pp. 1353-1368
Author(s):  
Mohammad Fahmi Al-Zyoud ◽  
Lu’ay Al-Mu’ani ◽  
Malek Alsoud ◽  
Anas Alsoud

The current study focused on examining the role of TQMk (Total Quality Marketing) in increasing the effectiveness of e-marketing within Jordanian telecommunication sector; TQMk included variables of service quality, market orientation and the customer-focused approach. A quantitative approach was adopted through utilizing a questionnaire, which was distributed to 18 marketing and project managers within Jordanian telecommunication organizations (Zain, Umniah and Orange). Results of the study indicated that TQMk can have an influence in increasing the effectiveness and efficiency of e-marketing solutions within the organization and mainly within the social marketing and electronic marketing departments, through developing the variable of the customer-focused approach, which has the deepest influence on e-marketing approach’s effectiveness; it was followed by an influence of service quality, and the least influential factor was market orientation. The study recommended focusing on clients within the targeted markets through different aspects, including price, new products acceptance, customer behavior and purchase decision motivators.

2020 ◽  
Vol 15 (3) ◽  
pp. 411-423
Author(s):  
Maximus Gorky Sembiring

PurposeThis study envisioned plausible influential factors on service quality and academic excellence relatable to graduate self-confidence in an open distance learning (ODL) outlook. The objective was to expose the moderating role of academic excellence (graduate satisfaction) between service quality and self-confidence (engagement, achievement, loyalty and opportunity, EALO). It was also of interest to explore how, in what routines factors involved interrelated.Design/methodology/approachThis study utilized exploratory design. Qualitatively, service quality included acclimation, advising, module, tutorial, assessment, feedback and referral factors. Service quality led to academic excellence (GPA, study length, relevance and recognition). Besides, academic excellence influenced self-confidence. Quantitatively, service quality, academic excellence and self-confidence were the independent, moderating and dependent variables. Respondents were randomly selected through a survey of eligible Universitas Terbuka alumni.Findings11 hypotheses were assessed under structural-equation modeling (SEM). Responses from 122 out of 500 graduates were completed. Eight hypotheses were validated by the analysis. The tutorial was the most influential factor followed by module, assessment and acclimation; advising, feedback and referral were excluded. Academic excellence also led to self-confidence. The study was able to visualize a substantial role of academic excellence in moderating service quality to EALO. Besides, important-performance analysis and customer-satisfaction index (IPA-CSI) recognized 21 out of 32 attributes as the pillars of academic excellence.Originality/valueThree of the hypotheses were invalidated by the quantitative analysis. Further inquiry with much broader coverage is then required to diminish the variance to finally find the ideal framework.


2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Angelos Pantouvakis ◽  
Maria Karakasnaki

Purpose The purpose of this study is to investigate the relationship between market orientation and service quality in the context of shipping companies. Moreover, this study aims to explore the moderating role of risk propensity in the above-mentioned relationship. Design/methodology/approach A research study was carried out on a sample of 255 shipping companies located in Greece. Data were obtained through a structured questionnaire from the managing directors or other senior executives. Data were analyzed through exploratory and confirmatory factor analyses, while the hypothesized relationships were determined through regression analyzes. Findings The analysis of the empirical data shows that intelligence generation and responsiveness have a positive and significant impact on the service quality of shipping companies. Also, the findings showed that this relationship is influenced by the degree of risk propensity, revealing, thus its moderating role on the market orientation – service quality link. Originality/value The current study contributes to the literature by examining for the first time the moderating role of risk propensity in the relationship between market orientation and service quality. Additionally, this is the first study that attempts to investigate the way the dimensions of market orientation predict service quality in the context of shipping companies.


Artifex Novus ◽  
2021 ◽  
pp. 4-19
Author(s):  
Jerzy Kochanowski

Abstrakt: W konkluzji partyjnej komisji wysłanej w 1972 r. do Zakopanego stwierdzano, że „państwo w Zakopanem zostało postawione w sytuacji gorszej niż w kapitalizmie, bowiem zostało zepchnięte na pozycje nawet nie nocnego stróża, ale bezpłatnego dróżnika i zamiatacza ulic”. Na tę swoistą „autonomię Podhala miały wpływ uwarunkowania historyczne, społeczne, kulturowe i geograficzne, typowe dla społeczeństw (wysoko)górskich na całym świecie. Z drugiej strony ważnym aktorem było pod Tatrami również państwo, które od początku lat 50. do końca lat 80. XX w. próbowało objąć ścisłym nadzorem turystykę i sport, sektory decydujące o wizerunku i znaczeniu Zakopanego i regionu tatrzańskiego. Polityka taka napotykała jednak na szczeblu regionalnym na bardzo silne ograniczenia i sprzeciwy. Z jednej strony przyczyną tego stanu rzeczy były specyficzne sieci społeczne łączące sektor prywatny ze strukturami samorządowymi, państwowymi i partyjnymi, a nawet z milicją i wymiarem sprawiedliwości. Z drugiej zaś tylko dzięki przymknięciu oczu na często sprzeczną z obowiązującym prawem aktywność gospodarczą aktorów społecznych, zarówno górali, jak i przyjezdnych, było możliwe – przy niewydolności organizacyjnej państwa – zaspokajanie rosnących błyskawicznie po 1956 r. potrzeb modernizującego się społeczeństwa na usługi rekreacyjne. Dopiero w pierwszej połowie lat 70. socjalistyczne państwo było w stanie, dzięki zwiększonemu finansowaniu, zapewnić w miarę racjonalny rozwój infrastruktury turystycznej (np. Hotel Kasprowy). Jednak już od drugiej połowy lat 70. strukturalny kryzys systemu i w następnej dekadzie jego całkowita dezintegracja doprowadziły do sytuacji, w której instytucje państwowe musiały ustąpić pola aktorom społecznym. Summary: The conclusion of the state commission addressed in 1972 to Zakopane was: “in Zakopane, the state is in a position worse than in capitalism. It has been reduced to the role of not even a night-watchman, but of an unpaid street-sweeper”. The peculiar “autonomy” of Podhale-Region was affected by historical, social, cultural and geographical conditions that are usually mentioned, on the other hand the state was also an important actor and nowise ambiguous. The tendency to take a strict supervision of sectors decisive for the image and the importance of Zakopane and the Tatra region – tourism and sport, existed at the central level since the mid of ‘50s to the ‘80s, but at the regional level, the policy encountered very strong limitations. On the one hand, the reason for that was the emergence of specific social networks linking the private sector with the structures of local government, state and party, or even with the police and judicatory, on the other only thanks to them it was possible – under the organizational inefficiency of the state – to fulfill the modernizing society needs for leisure and related services, that were instantly growing after 1956. Only in the first half of 70s the socialist state was able to provide a relatively rational program, thanks to being an influential factor for modernization mostly thanks to still being in disposal of material resources. However, in the period of disintegration of the system, in the end of ‘70s and in the ‘80s, state’s program was no longer a barrier and alternative for the social actors.


2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Rocco Palumbo ◽  
Maria Vincenza Ciasullo ◽  
Massimiliano Matteo Pellegrini ◽  
Andrea Caputo ◽  
Mario Turco

PurposeEco-museums safeguard the cultural authenticity and the historical identity of the place in which they operate. Conventional organizational models and management practices are generally employed to achieve this institutional aim. Conversely, innovative solutions – such as digitization – are overlooked. Adopting a service quality management perspective, the article intends to examine the role of managerialization and professionalization in triggering eco-museums' digitization.Design/methodology/approachAn empirical analysis involving 126 eco-museums operating in Italy as of 2018 was designed to investigate the implications of managerialization and professionalization on the eco-museums' propensity to embark on a digitization process. Two different forms of digitization were examined: (1) the presence of eco-museums in the digital environment; and (2) the exploitation of digital tools for service delivery. The mediating role of two “soft” total quality management (TQM) practices, i.e. people centredness and strategic focus on visitors' experience, was contemplated in the empirical analysis.FindingsThe research findings suggest that managerialization and professionalization have ambiguous effects on eco-museums' digitization. Nevertheless, they indirectly contribute to a greater digital presence of eco-museums and to a larger use of digital tools for service delivery through an increased use of soft TQM practices.Research limitations/implicationsManagerialization and professionalization are likely to foster the digital transition of eco-museums, which advances their ability to protect and promote the local cultural heritage. Soft TQM practices intended to achieve people-centredness and to enhance the visitors' experience should be exploited to stimulate the eco-museums' digitization.Originality/valueThe article examines the triggers of eco-museums' digitization, providing some food for thought to scholars and practitioners.


2019 ◽  
Vol 37 (3) ◽  
pp. 393-410 ◽  
Author(s):  
Flevy Lasrado ◽  
Munyaradzi Nyadzayo

Purpose The purpose of this paper is to examine the mediating role of total quality management (TQM) internalization factors on the relationship between the proposed drivers (internal/external motives) and outcomes (external benefits and financial results). Design/methodology/approach Using a sample of quality managers, this study adopts a two-step methodological approach to explore the key components of TQM internalization via an initial exploratory study followed up with a quantitative study to examine the relationships between the proposed drivers using structural equation modeling. Findings The qualitative study revealed the key components of TQM implementation factors, namely top management commitment, middle management commitment and audits, training and employees’ commitment. The quantitative results show that a positive relationship between external motives and TQM internalization was not supported; yet, the results supported the influence of internal motives on TQM internalization. Further, the results revealed a significant relationship between TQM internalization and internal benefits but not financial benefits. Finally, a strong positive link between internal and financial benefits emerged. Research limitations/implications The study findings are only based on the perceptions of quality managers and future research could test the proposed model using other units of analysis in order to fully capture the role of TQM internalization. Practical implications The findings show that award model adoption is a significant tool for quality improvement in organizations, a procedure that drives both internal and financial benefits. Further, the study points out areas that companies should emphasize in order to successfully implement a quality award model and therefore harvest its potential benefits. Originality/value The paper proposes an empirically tested conceptual framework that examines vital issues concerning the internalization of the TQM approach through award models, thus providing valuable outcomes for decision makers to improve service quality.


2014 ◽  
Vol 6 (2/3) ◽  
pp. 98-111 ◽  
Author(s):  
Angelos Pantouvakis

Purpose – This paper aims to investigate the effects of market orientation (MO) and service quality (SQ) logic on business performance. It is generally believed that MO and SQ are different philosophies, as the first, mainly, focuses on the “external orientation or market based considerations”, whereas the second mainly falls into the “internal orientation or resource based” of the firm. However, very little empirical evidence is provided to examine their relationships and comment on their role in achieving superior business performance. Design/methodology/approach – Drawing evidence from 400 shipping firms, this study examines the role of these two concepts (MO and SQ) on shipping companies’ business performance and attempts to classify cases according to their score on those constructs. Findings – Analysis revealed that despite what was thought by most managers inside and outside the maritime sector, all shipping firms are strongly market-oriented and that SQ and business performance are closely related to each other. Originality/value – The present survey, using a sample of 700 maritime professionals from some 400 shipping companies in Greece, aimed at exploring the combined effects of marketing orientation and quality on their performance. It further discriminates among three types (states) of companies based on their MO and SQ scores.


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