Interorganizational Relationships in the Context of SMEs' B2B E-Commerce

2011 ◽  
pp. 863-888
Author(s):  
Assion Lawson-Body ◽  
Timothy P. O’Keefe
Keyword(s):  
Customer Loyalty ◽  
Positive Impact ◽  
Interorganizational Relationships ◽  
Partial Least Square ◽  
Least Square ◽  
The Internet ◽  
Web Content ◽  
Empirical Examination ◽  
Web Tools ◽  
The Impact

Electronic commerce on the Internet has been discussed in literature as an interorganizational information system that can provide a strategic advantage via customer loyalty to small and medium-sized enterprises (SMEs). However, that is not always true, because many SMEs have difficulties achieving the benefits, as suggested by media and early research. This study is an empirical examination of the impact of the Internet’s Web tools on the interorganizational relationships (IOR) between SMEs and their loyal customers. Data collected from 386 SMEs in North America (United States and Canada) and processed with Partial Least Square (PLS) show that the use of Web tools (i.e., the level of Web content and the level of security on the Internet) has a positive impact on the relation between cooperation and interdependence, and customer loyalty. However, the impact of the Internet’s Web tools on the relation between trust and customer loyalty is different, because the use of nonsecure Web tools reduces the impact of trust on customer loyalty, and surprisingly, the use of secure Web tools doesn’t increase or decrease the impact of trust on customer loyalty. The implications of the results of the study are discussed.

Customer satisfaction with sommelier services of upscale Chinese restaurants in Hong Kong

2019 ◽  
Vol 31 (4) ◽  
pp. 532-554 ◽  
Author(s):  
Tommy Lau ◽  
Man Lai Cheung ◽  
Guilherme D. Pires ◽  
Carol Chan
Keyword(s):  
Hong Kong ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Positive Impact ◽  
Partial Least Square ◽  
Least Square ◽  
Survey Method ◽  
Content Type ◽  
The Impact

Purpose The abolishment of the wine tax in Hong Kong has led to increased wine consumption and increased demand for wine-related professionals, such as sommeliers. Yet the importance of sommeliers’ value-adding performance in the context of upscale Chinese restaurants has not been examined. To address this gap, the SERVQUAL framework is adopted to examine the influence of sommeliers’ service quality (SQ) on customer satisfaction (CS) and loyalty in the context of upscale Chinese restaurants in Hong Kong. Design/methodology/approach The survey method is used to collect data from 302 units of the population of interest, partial least square-structural equation modelling (PLS-SEM) is used to test the links between constructs. Findings Four of the seven dimensions of sommeliers’ service quality, namely, empathy, tangibles, credibility and assurance, have a significant positive impact on customer satisfaction and customer loyalty, whereas the impact of perceived value and responsiveness on customer satisfaction and customer loyalty is positive but only marginally significant. Reliability has a weak and non-significant impact on customer satisfaction and customer loyalty. Research limitations/implications Examining a small number of upscale Chinese restaurants in Hong Kong limits generalisation of the findings to other contexts. Replication of the research in different contexts will enhance generalizability. In terms of implications, the discussion highlights the importance of sommeliers’ service performance on customers’ SQ perceptions SQ, CS and loyalty, all of which are important variables for restaurateurs. Originality/value To the best of the authors’ knowledge, this is the first study of the influence of the quality of sommelier’s SQ on CS and loyalty in upscale Chinese restaurants in Hong Kong. Given the lack of attention to this service role in the literature, the study contributes theory from which further understanding can develop.

SME's Perceptions of B2B E-Commerce

2011 ◽  
pp. 1022-1028
Author(s):  
Assion Lawson-Body ◽  
Abdou Illia
Keyword(s):  
Electronic Commerce ◽  
Interorganizational Relationships ◽  
Primary Objective ◽  
Early Research ◽  
The Internet ◽  
Web Content ◽  
Goods And Services ◽  
Web Tools ◽  
The Impact ◽  
Loyal Customers

The primary objective of this study is to examine the effects of the Internet’s Web tools (the level of Web content and the level of security on the Internet) on the interorganizational relationships (IOR) between small and medium-sized enterprises (SMEs) and their loyal customers. This article focuses on B2B electronic commerce because according to a recent report, the value of goods and services sold via B2B electronic markets will reach $2.7 trillion by the year 2004 (Gartner Group, 2000). While these figures give the impression that B2B electronic commerce is expanding fast, the fact remains that many SMEs are still sitting on the sidelines (Caldeira & Ward, 2002; Lam, Shankar, Erramilli, & Murthy, 2004; Teo, Wei, & Benbasat, 2003). Many SMEs that maintain IOR with their customers have difficulties achieving the benefits as suggested by media and early research (Lituchy & Rail, 2000; Poon, 2000; Tagliavini, Ravarini, & Antonelli, 2001). In addition, there is little existing research that has empirically tested the impact of the Internet’s Web tools on IOR which lead to customer loyalty.

scholarly journals ROLE CONFLICT AND ROLE AMBIGUITY ON LOCAL GOVERNMENT INTERNAL AUDITORS: THE DETERMINANT AND IMPACTS

2016 ◽  
Vol 31 (1) ◽  
pp. 63
Author(s):  
Agil Novriansa ◽  
Bambang Riyanto
Keyword(s):  
Local Government ◽  
Job Performance ◽  
Role Conflict ◽  
Role Ambiguity ◽  
Negative Impact ◽  
Positive Impact ◽  
Partial Least Square ◽  
Least Square ◽  
Internal Auditors ◽  
The Impact

The bureaucratic reform at the local government level in Indonesia that was instituted in 2012 has turned local government internal auditors into an important part of government governance systems. The role of local government internal auditors has been expanded to include not only the area of audit oversight, but also the areas of anti-corruption-related and consulting activities. These fundamental changes may potentially induce role conflict and role ambiguity among internal auditors. The objective of this study is to examine empirically the determinants and consequences of role conflict and role ambiguity among local government internal auditors. More specifically, this study attempts to examine the extent to which formalization determines role conflict and role ambiguity; it further tests the impact of role conflict and role ambiguity on commitment to independence and job performance. Questionnaires were distributed to 248 local government internal auditors from 12 Regional Inspectorates in the provinces of Yogyakarta, South Sumatra, and East Java. A total of 176 responses were received, and 124 useable responses from the 176 responses were analysed to test the hypotheses. Using Structural Equation Modelling-Partial Least Square the results show that: formalization is negatively related to role conflict and role ambiguity; role ambiguity has a negative impact on commitment to independence; role conflict has a positive impact on job performance; and role ambiguity has a negative impact on job performance. These findings serve as important external validity evidence on the phenomena associated with role conflict and role ambiguity that occur in the public sector, especially among internal auditors at local government institutions.Keywords: role conflict, role ambiguity, local government, internal auditors

scholarly journals The Influence of CSR Practices on Lebanese Banking Performance: The Mediating Effects of Customers’ Expectations

2021 ◽  
Vol 14 (1) ◽  
pp. 268
Author(s):  
Zeina Hassanein ◽  
Mehmet Yeşiltaş
Keyword(s):  
Structural Equation ◽  
Positive Impact ◽  
Partial Least Square ◽  
Least Square ◽  
Primary Data ◽  
Mediating Effects ◽  
Customer Expectations ◽  
Equation Modelling ◽  
Corporate Social ◽  
The Impact

Corporate social responsibility (CSR) issues in developing markets have acquired a lot of attention. Organisations around the globe apply a diversified set of technologies to approaching customer expectations through banking performance. This study examines the impact of CSR on Lebanese banking performance. Primary data from questionnaires were used. A total of 1000 observations were collected using a 5-point Likert scale method adopted to formulate the items. The questionnaire was tested to assess its trustworthiness regarding data collection. Partial least square structural equation modelling (PLS-SEM) was used to test the hypothesis. The overall results demonstrated the significance of CSR in terms of meeting customers’ expectations and maintaining banking performance. All CSR dimensions demonstrated a positive impact on customer expectations and Lebanese banking performance. Moreover, customer expectations proved to be a mediator between CSR and banking performance, although there was partial mediation between CSR and banking performance.

scholarly journals How To Build Customer Loyalty: Through Customer Experience, Perceived Price, And Customer Satisfaction

2021 ◽  
Vol 12 (4) ◽  
pp. 1546-1554
Author(s):  
Edhie Budi Setiawan, Et. al.
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Low Cost ◽  
Least Square Method ◽  
Customer Experience ◽  
Partial Least Square ◽  
Least Square ◽  
Perceived Price ◽  
The Impact

The competition to get the highest Market Share among Low-Cost Carrier airlines in Indonesia is getting fierce. Airlines are competing to offer prices that are appropriate for passengers to perceive them in this era of tariff wars. The degree of satisfaction that is felt is needed to get loyal customers. The purpose of this research is to analyze the impact of customer experience and perceived price on customer loyalty through customer satisfaction. The method of analysis in this study uses the SEM-PLS (Structural Equation Model - Partial Least Square) method with 250 respondents taken by purposive sampling. The result of this research is there is effect positive and significant between customer experience on customer satisfaction and customer loyalty, also there is effect of perceived price on customer satisfaction and customer loyalty. Airlines must pay attention to the services provided to create a memorable experience for passengers and adjust prices to be accepted by passengers.

scholarly journals Organizational changes, trust and information sharing: an empirical study

2019 ◽  
Vol 71 (5) ◽  
pp. 677-692
Author(s):  
Farhan Ahmad ◽  
Isto Huvila
Keyword(s):  
Information Sharing ◽  
Structural Equation ◽  
Positive Impact ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Organizational Changes ◽  
Multinational Organization ◽  
Content Type ◽  
The Impact

Purpose While there is relatively plenty of evidence for the positive impact of communication on the perceptions of organizational change, how organizational changes affect information sharing is relatively unknown. The purpose of this paper is to investigate if a favorable perception of ongoing organizational changes has a positive impact on information sharing and whether trust mediates this relationship. Design/methodology/approach A questionnaire (n=317) was administered to the employees of a large Finnish multinational organization. Partial least square structural equation modeling was used to test the hypotheses based on earlier research findings. Findings The results show that a positive perception of recent organizational changes improves information sharing both directly and indirectly, mediated by trust. Consequently, when changes are perceived negatively, employees recoil from information sharing which is known to have negative implications for organizations. Research limitations/implications Data were collected in a single organization. The nature of the specific changes in the studied organization and its particularities undoubtedly had an effect on respondents’ perceptions. Originality/value This paper contributes to organizational information management research by elaborating on the relationship between organizational changes and interpersonal information sharing between employees. To the authors’ knowledge, this is the first quantitative study confirming the impact of the perception of organizational changes on employee information-sharing behavior.

The impact of territory of origin on product authenticity perceptions

2015 ◽  
Vol 27 (3) ◽  
pp. 385-405 ◽  
Author(s):  
Mohua Zhang ◽  
Dwight Merunka
Keyword(s):  
Positive Impact ◽  
Product Category ◽  
Partial Least Square ◽  
Least Square ◽  
Chinese Consumers ◽  
Content Type ◽  
Product Authenticity ◽  
Least Square Approach ◽  
The Impact ◽  
Positive Effect

Purpose – The purpose of this paper is to demonstrate the importance of territory of origin (TOO) associations for consumers’ perception of product authenticity and empirically tests the chain of effects, from TOO associations to perceived authenticity, and to consumers’ self-brand connections. Design/methodology/approach – An experimental method and a partial least square approach were adopted. Hypotheses were tested on data collected across 665 Chinese consumers. Findings – Results demonstrate that TOO exerts a positive impact on perceived product authenticity, which in turn leads to stronger consumers’ self-brand connections. In addition, compared with country of origin (COO) information, TOO has a unique positive impact on perceived authenticity and a direct positive effect on consumers’ self-brand connections. Also, the positive impact of TOO on perceived authenticity is enhanced through consumers’ familiarity with the TOO and through congruence between the product category and the TOO. Research limitations/implications – One possible outcome of TOO (perceived authenticity) and one product category (lavender soap) were considered in this study. Originality/value – Given the diminishing relevance of COO associations, this study demonstrates that TOO is an appealing alternative strategy for strengthening brand equity.

Clarifying the impact of product scarcity and perceived uniqueness in buyers' purchase behavior of games of limited-amount version

2014 ◽  
Vol 26 (2) ◽  
pp. 232-249 ◽  
Author(s):  
Hsiu-Ju Chen ◽  
Tzu-Hui Sun
Keyword(s):  
Purchase Intention ◽  
Positive Impact ◽  
Partial Least Square ◽  
Least Square ◽  
Theoretical Development ◽  
Purchase Behavior ◽  
Survey Method ◽  
Content Type ◽  
Game Industry ◽  
The Impact

Purpose – Different from general goods, games are intangible. Games of limited-amount version are much more expensive. However, the value of games cannot be actually validated, while buyers purchase the intangible goods. This study, therefore, aims to empirically clarify the impact of product scarcity and uniqueness in buyers' purchase of games of limited-amount version. Design/methodology/approach – Based on literature review, the survey method was conducted. Data of 204 respondents who recently bought games of limited-amount version were gathered and analyzed with partial least square. Findings – The results showed that perceived quality and perceived uniqueness, significantly increased by product scarcity, was shown of significant positive impact on perceived value which significantly enhanced purchase intention. Research limitations/implications – The results indicated the importance of high quality and the reflection of uniqueness in buyers' purchase of games of limited-amount version. The results also validated the effect of scarcity on intangible goods. Practically, the results facilitated strategic operation and marketing of game producers and suppliers in designing and marketing game software. The results also facilitated further theoretical development of goods scarcity. Originality/value – Nowadays, product scarcity has been an important operation and marketing strategy to enterprises. Games are an industry of growing importance. However, the impact of scarcity in buyers' purchase of games of limited-amount version was still limited. The results validated the importance of scarcity and perceived uniqueness in intangible game goods purchase behavior. The validation of this study can provide references for strategic operation and marketing of the game industry.

The System Quality and Customer Satisfaction with Website Quality as Mediator in Online Purchasing: A Developing Country Perspectives

2021 ◽  
pp. 2516600X2199194
Author(s):  
Anil Kumar ◽  
Suman Lata
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation ◽  
Positive Impact ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Future Research ◽  
System Quality ◽  
Website Quality ◽  
The Impact

The present era sees an increasing trend of online purchasing all over the globe, and India is no more an exception. India is likely to become the hub for online market because it is second in terms of population in the world. The study is an effort to understand whether system quality really matters for customer satisfaction, particularly in developing countries, and the website quality works as a mediator or not. The study proposes the theoretical framework of the impact of system quality on customer satisfaction after a rigor literature review. With the help of purposive sampling, data were collected and model tested using partial least square structural equation modeling (PLS-SEM). The results show that system quality and website quality have a direct and positive impact on customer satisfaction and website quality partially mediated. Based on these empirical findings, managerial implications, limitations, and recommendations for further future research are given in the study.

An Investigation of Entrepreneurial SMEs’ Network Capability and Social Capital to Accomplish Innovativeness: A Dynamic Capability Perspective

SAGE Open ◽  
2021 ◽  
Vol 11 (3) ◽  
pp. 215824402110360
Author(s):  
Zahid Sarwar ◽  
Muhammad Asif Khan ◽  
Zhen Yang ◽  
Adnan Khan ◽  
Muhammad Haseeb ◽  
...  
Keyword(s):  
Social Capital ◽  
Developing Economies ◽  
Positive Impact ◽  
Partial Least Square ◽  
Least Square ◽  
Dynamic Capability ◽  
Equation Modeling ◽  
Innovation Capability ◽  
Network Capability ◽  
The Impact

The empirical assessment of small and medium enterprises (SMEs) from different perspectives is an ever-green research agenda because of their enormous contributions to developed and developing economies. However, the size and resource limitations hinder the progress of SMEs. In this regard, business networks and connections have great potential to enable SMEs’ access to scarce and valuable resources. Entrepreneurial SMEs’ healthy relationships and connections with stakeholders can yield dynamism and innovativeness. Despite that, the understanding of these networks and connections over the innovation capability of entrepreneurial SMEs is limited and needs further empirical investigation. Thus, this study is among the preliminary ones which assay the impact of network capability on innovation capability in the entrepreneurial SMEs context. This study also investigates the above relationship through social capital. The study ground its assumptions based on dynamic capability theory and collected feedback via a questionnaire from 199 entrepreneurial SMEs operating in Pakistan. After ensuring the reliability and validity of collected feedback, the study employed the partial least square structural equation modeling technique to analyze it. Results of the study expand the understanding by unveiling that network capability has a substantial positive impact on innovation capability. This implies that by fortifying network capability, entrepreneurial SMEs substantially enhance their capabilities to innovate. Results also affirm that by building strong network capability, entrepreneurial SMEs boost their social capital, which subsequently has a positive and significant impact on innovation capability. Finally, by operationalizing the proposed model in the entrepreneurial SMEs context, this study made novel contributions to the literature of network capability, social capital, innovation capability, and entrepreneurship.

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