The Effect of Reverse Logistics Activities on Brand Equity and Customer Satisfaction

In the last few decades, the rapid development of customer awareness of environmental issues has encouraged many enterprises to adopt reverse logistics activities, which resulted in growing importance among enterprises of enhancing customer satisfaction and improving brand equity. This chapter examines the effect of reverse logistics activities in Turkish firms which are required to act responsibly towards the environment, and explains the relationship between reverse logistics processes and customer satisfaction and brand equity. The findings of this study contribute to understanding that an increasing number of them have integrated reverse logistics practices into their operations to develop a sustainable competitive advantage. The findings also indicate that reverse logistics plays an active role in Turkish enterprises improving brand equity and customer satisfaction while preserving the environment in the local and the global communities.

Does the Effect of Customer Experience on Customer Satisfaction Create a Sustainable Competitive Advantage? A Comparative Study of Different Shopping Situations

Sustainability ◽

10.3390/su12187436 ◽

2020 ◽

Vol 12 (18) ◽

pp. 7436 ◽

Cited By ~ 1

Author(s):

Xue-Liang Pei ◽

Jia-Ning Guo ◽

Tung-Ju Wu ◽

Wen-Xin Zhou ◽

Shang-Pao Yeh

Keyword(s):

Customer Satisfaction ◽

Competitive Advantage ◽

Rapid Development ◽

Customer Experience ◽

Positive Influence ◽

Product Experience ◽

Customer Experience Management ◽

With the rapid development of online shopping and traditional physical store shopping interweaving to form different shopping situations, customer experience has gradually become the main source of retailers’ sustainable competitive advantage through differentiation. Retailers need to continuously improve customer experience in different shopping situations to maintain long-term sustainable customer satisfaction and achieve sustainability. The study aims to examine what kind of shopping situations will influence customer experience and customer satisfaction. A total of 288 questionnaires were collected from two different shopping situations (146 questionnaires from physical stores were collected in five cities in China and 142 online questionnaires were collected from 21 provinces in China), and multiple regression analysis was adopted to test the hypotheses. As a result, we found that customer experience with staff service, shopping environment, and shopping procedure has a positive influence on customer satisfaction. Different shopping situations significantly moderate the relationships among customer experience with the shopping environment, product experience, and customer satisfaction but rarely influence customer experience with staff service and service procedures. Finally, gender significantly moderates the relationship between customer experience and customer satisfaction in different shopping situations. This study theoretically reveals the relationship between customer experience and satisfaction in different shopping situations and provides practical suggestions for retailers to form differentiated sustainable competitive advantage through customer experience management.

Effects of Sustainable Brand Equity and Marketing Innovation on Market Performance in Hospitality Industry: Mediating Effects of Sustainable Competitive Advantage

Sustainability ◽

10.3390/su12072939 ◽

2020 ◽

Vol 12 (7) ◽

pp. 2939

Author(s):

Ijaz Hussain ◽

Shaohong Mu ◽

Muhammad Mohiuddin ◽

Rizwan Qaiser Danish ◽

Shrafat Ali Sair

Keyword(s):

Competitive Advantage ◽

Brand Equity ◽

Hospitality Industry ◽

Market Performance ◽

Equation Modeling ◽

Marketing Innovation ◽

Marketing Assets ◽

Sustainable Marketing ◽

This study examines the effects of sustainable marketing assets, such as brand equity and marketing innovation, on market performance in the presence of sustainable competitive advantage as a mediator in the hospitality industry. Data were collected from hotel/restaurant customers (N = 360) on a Likert scale from 1= strongly disagree to 5 = strongly agree and analysis was conducted using the structural equation modeling (SEM) technique. The objective of this study is to understand the relationship among brand equity, marketing innovation, sustainable competitive advantage, and market performance in the hotel/restaurant industry. The results show that sustainable marketing assets have positive and significant effects on market performance. This study also demonstrates that sustainable competitive advantage fully mediates the relationship between brand equity and market performance while partially mediating the relationship between marketing innovation and market performance. The findings of this research can contribute to formulating effective marketing strategies for attracting customers, emphasizing sustainable issues in the hospitality sector, such as hotels/restaurants. This research adds practical value to the literature on brand equity, marketing innovation, sustainable competitive advantage, and market performance in the service industry.

Distrust And Dominance In Managing Alternative Work Arrangements: A Micro-Analytic Test Of Transaction Cost Theory

Journal of Applied Business Research (JABR) ◽

10.19030/jabr.v22i3.1422 ◽

2011 ◽

Vol 22 (3) ◽

Author(s):

Terry R. Adler ◽

Gabriel D. Isaacs ◽

Robert L. Steiner

Keyword(s):

Competitive Advantage ◽

Transaction Cost ◽

Value Creation ◽

Transaction Cost Theory ◽

Font Size ◽

Alternative Work Arrangements ◽

Work Arrangements ◽

Alternative Work ◽

Organizations that successfully outsource may see better value-creation in creating a sustainable competitive advantage.  The objectives of this study were threefold:  a) provide a framework for studying the effects of perceived distrust that leads to dominance, b) analyze how opportunism parlays into the concept of dominance, and c) determine if the relationship between outsource partners varies by analyzing transaction characteristics.  Our research shows that firms should take caution to fully understand the effects that contract size has on a firm’s resources.

THE RELATIONSHIP BETWEEN CUSTOMER SATISFACTION AND INTERNAL SERVICE QUALITY FROM AN INTERNAL MARKETING PERSPECTIVE AND AN APPLICATION IN THE BANKING SECTOR

International Journal of Research -GRANTHAALAYAH ◽

10.29121/granthaalayah.v4.i2.2016.2826 ◽

2016 ◽

Vol 4 (2) ◽

pp. 159-178

Author(s):

Özlen Onurlu ◽

Suna Karataş

Keyword(s):

Customer Satisfaction ◽

Competitive Advantage ◽

Employee Satisfaction ◽

Banking Sector ◽

Internal Marketing ◽

Competitive Environment ◽

Long Run ◽

Marketing Activities ◽

In a highly competitive environment, the meeting of customer demands and expectations in an effective way is highly crucial for companies that want to have a competitive advantage and to keep on existing in the long run. The main objective of companies is making profit in a sustainable way and this is possible by assuring customer satisfaction. The quality of the services that companies offer their customers is closely related with the performance of the employees. This has made it necessary that marketing activities for employee satisfaction be developed prior to customer satisfaction. Feeling more motivated, workers start working more eagerly as a result of these marketing activities which are called internal marketing. So, companies make their profitability sustainable by means of keeping their customers satisfied and loyal. The aim of this paper is to investigate the relationship between internal marketing activities applied to employees and employee motivations.

The mediating effect of knowledge exploitability and organizational agility on the relationship between marketing adaptation strategy and sustainable competitive advantage

Contaduría y Administración ◽

10.22201/fca.24488410e.2020.2393 ◽

2019 ◽

Vol 66 (1) ◽

pp. 231

Author(s):

Lutfi Nurcholis

Keyword(s):

Competitive Advantage ◽

Adaptation Strategy ◽

Mediating Effect ◽

Organizational Agility ◽

Ethical Standards and Practice in International Relations - Advances in Business Strategy and Competitive Advantage ◽

The Influence of CSR on B2B Relationships

10.4018/978-1-5225-2650-6.ch001 ◽

2018 ◽

pp. 1-21

Author(s):

Susan Saurage-Altenloh ◽

Phillip M. Randall

Keyword(s):

Corporate Social Responsibility ◽

Social Responsibility ◽

Competitive Advantage ◽

Brand Equity ◽

Brand Management ◽

Corporate Brand ◽

B2b Relationships ◽

Management Experience ◽

Corporate Social

The chapter addresses how ethical actions deliver value through sustainable competitive advantage. Corporate social responsibility (CSR) has a proven role in developing audience trust that increases brand equity among target audiences and stakeholders, thus ensuring that the brand sustains its competitive advantage through improved profitability and reputation in the market. Not only do businesses have a social responsibility to the markets from which they earn revenues, but buyers expect ethical businesses to have an established CSR program in place. Businesses that engage in CSR activities within the process of corporate brand management experience stronger reputation that drives loyalty and sales, resulting in a competitive, sustainable market advantage.

Contemporary Multicultural Orientations and Practices for Global Leadership - Advances in Logistics, Operations, and Management Science ◽

Global Psychological Capital and Sustainable Competitive Advantage

10.4018/978-1-5225-6286-3.ch008 ◽

2019 ◽

pp. 145-164

Author(s):

Sulaiman Olusegun Atiku ◽

Ziska Fields

Keyword(s):

Competitive Advantage ◽

Psychological Capital ◽

Leadership Positions ◽

Firm Innovation ◽

Psychological States ◽

Business Sustainability ◽

Management Positions ◽

The Relationship ◽

Future Business

The ability to envision future business opportunities, make adequate preparations, take decisive decisions, and influence other stakeholders towards attainment of set objectives is essential for those in leadership positions. This chapter examines the relationship between global psychological capital and business sustainability. A literature review was conducted on the link between global psychological capital and business sustainability. This study revealed that global psychological capital and firm's innovation are important factors determining the position of a corporation in any industry. An update of global mindsets and positive psychological states of those in management positions will determine the ability to lead workforce creativity and drive firm innovation, thereby culminating into sustainable competitive advantage.

Handbook of Research on Human Resources Strategies for the New Millennial Workforce - Advances in Human Resources Management and Organizational Development ◽

Examining the Roles of Job Satisfaction and Organizational Commitment in the Global Workplace

10.4018/978-1-5225-0948-6.ch008 ◽

2017 ◽

pp. 148-176 ◽

Cited By ~ 7

Author(s):

Kijpokin Kasemsap

Keyword(s):

Job Satisfaction ◽

Organizational Commitment ◽

Competitive Advantage ◽

Organizational Performance ◽

Essential Role ◽

Organizational Goals ◽

This chapter describes the concepts of job satisfaction and organizational commitment; the relationship between job satisfaction and organizational commitment; the significance of job satisfaction in the global workplace; and the significance of organizational commitment in the global workplace. Job satisfaction is important from the perspective of maintaining appropriate employees within the organization. Organizational commitment plays an essential role in determining whether employees will stay with the organization and enthusiastically work toward organizational goals. Retention of employees is one of the most significant outcomes of organizational commitment. The chapter argues that encouraging job satisfaction and organizational commitment has the potential to increase organizational performance and gain sustainable competitive advantage in the global workplace.

Online privacy as an integral component of strategy: allaying customer fears and building loyalty

Journal of Business Strategy ◽

10.1108/jbs-09-2019-0183 ◽

2020 ◽

Vol 41 (5) ◽

pp. 47-56 ◽

Cited By ~ 2

Author(s):

Gajendra Liyanaarachchi

Keyword(s):

Competitive Advantage ◽

Privacy Protection ◽

Corporate Strategy ◽

Strategy Formulation ◽

Content Type ◽

Qualitative Research Study ◽

Customer Expectation ◽

Competitive Disadvantage ◽

Purpose This paper aims to demonstrate how building competency in privacy can be used to transform the corporate strategy to generate a sustainable competitive advantage. A novel framework is presented as a guide to redesigning strategy by striking a balance between customer expectation and organizational objectives. In doing so, the paper offers four possible outcomes of accommodation, accumulation, association and affiliation, providing illustrations to each scenario for strategy formulation. Design/methodology/approach The relationship between privacy paradox and corporate strategy was examined through a qualitative research study. The author conducted 30 in-depth interviews on grounded theory methodology investigating customer insights on the nature and extent of privacy protection associated with e-commerce and organizational approach. Findings The customers are dissatisfied with existing data security strategies adopted by firms in protecting privacy. The over-reliance on systems has negatively influenced the communication between the organization and customers, leading to a possible competitive disadvantage. The firms need to redesign privacy strategy shifting from a system-driven approach to providing personalized service. Originality/value This paper presents a novel framework the privacy strategy matrix (PSM), introducing privacy as a strategic expedient in transforming corporate strategy facilitating privacy protection as a metaphor for differentiation. PSM framework provides a standard to evaluate the effectiveness of the corporate strategy in managing privacy manifesting a path toward deriving a sustainable competitive advantage.

Human Resource Strategic to Maintain Waste Management in Organization

International Journal of Engineering & Technology ◽

10.14419/ijet.v7i3.20.18993 ◽

2018 ◽

Vol 7 (3.20) ◽

pp. 119

Author(s):

Fadillah Ismail ◽

Ainul Mardhiyah Nor Aziz ◽

Wan Md. Syukri Wan Mohamad Ali ◽

Halimah Mohd Yusof

Keyword(s):

Resource Management ◽

Waste Management ◽

Human Resource Management ◽

Strategic Management ◽

Competitive Advantage ◽

Human Resource ◽

Strategic Human Resource Management ◽

Professional Conduct ◽

The time constraint to concentrate on human resource management and lack of knowledge for the key strategic management of human resource would constrain the expand of the needs for its execution. The objective or motivation behind this study is to investigate the relationship and practice of strategic human resource management, the awareness of the exploration on strategic human resource management improves and professional conduct on waste management in organization. This investigation enhances to the logical group of research to fill the gap that as of now exists in organization. Waste management is chosen as the concentration of this investigation in relationship between strategic human resource management and sustainable competitive advantage. Thus, this research is important to manager’s level and academia for benefit table to business settings further enhancement.