The Impact of Customer Retention Orientation and Brand Orientation on Customer Loyalty and Financial Performance in SMEs: Empirical Evidence from a Balkan Country

2017 ◽  
Vol 22 (1) ◽  
pp. 83-104 ◽  
Author(s):  
A. Ciunova-Shuleska ◽  
N. Palamidovska-Sterjadovska ◽  
C. Nedu Osakwe ◽  
J. Omotoso ◽  
2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Abir Hichri ◽  
Moez Ltifi

Purpose The study is based on a hybrid model composed of accounting and business data and is amongst the first to test the impact of corporate social responsibility (CSR) performance on the financial performance of the company, as well as the impact of financial performance on CSR performance. The bidirectional logic chosen by the study is rarely adopted in the global context and has never been tested in the Swedish context. Moreover, the purpose of this paper is to test the mediating effect of customer loyalty on the company’s CSR performance-financial performance relationship to assess this effect over the long term. This design has been neglected in previous studies. Design/methodology/approach Data was collected from a sample of 110 Swedish companies during the period 2009–2019. This study collects the data from the Thomson Reuters Eikon database. A multiple regression analysis was performed to test the hypotheses. Findings The results confirmed the bidirectional relationship between CSR performance and company financial performance. This means that CSR performance positively influences the company’s financial performance. Similarly, financial performance positively influences the company’s CSR performance. Moreover, customer loyalty has a positive and significant mediating effect on the company’s CSR performance-financial performance relationship. Originality/value This study adds several inputs. The first contribution of the research is to test a hybrid model composed of accounting and commercial data. This model is amongst the first to test the impact of CSR performance on the financial performance of the company and the impact of financial performance on CSR performance. The second contribution is the bidirectional logic chosen by the study which is rarely adopted in the global context and has never been tested in the Swedish context. The third contribution is to test the mediating effect of customer loyalty on the company’s CSR performance-financial performance relationship to assess this effect over the long term. This design has been neglected in previous studies. The fourth contribution is the choice of the field of investigation for the reliability of the data used and the generalisation of the results obtained.


2018 ◽  
Vol 27 (4) ◽  
pp. 241-248 ◽  
Author(s):  
Shaul Oreg ◽  
Yair Berson

The fascination with leaders and their impacts can be traced to ancient times and continues to this day. Organizations are often viewed as reflections of their leaders’ personalities, yet empirical evidence for this assumption has begun to amass only recently. In this article, we review this literature and trace findings about leaders’ personality traits, values, and motives and about the mechanisms through which these are manifested in their organizations. We specifically elaborate on research linking senior leaders’ values to organizational outcomes (e.g., financial performance, schoolchildren’s values) and demonstrate the mediating role of the organizational culture and climate.


Author(s):  
Sarra Ben Slama Zouari ◽  
Neila Boulila Taktak

Purpose – This study aims to investigate empirically the relationship between ownership structure (concentration and mix) and Islamic bank performance, with a special attention to the identity of the block investor (foreign, family, institutional and state). Design/methodology/approach – Regression analyses are conducted to test the impact of the identity of the first shareholders and the degree of concentration on Islamic bank performance, using a panel data sample of 53 Islamic banks scattered over > 15 countries from 2005 to 2009. Findings – Results suggest that ownership is concentrated at 49 per cent, and for 41 banks from the full sample, the ultimate owner is institutional. State investors come in second place, followed by family ultimate shareholders. Using return on assets and return on equity as performance measures, empirical evidence highlights the absence of correlation between ownership concentration and Islamic bank performance. It also reveals that the combined effort of family and state investors is beneficial to bank performance. Results also indicate that banks with institutional and foreign shareholders do not perform better. Empirical findings suggest that the financial crisis impacts negatively Islamic bank performance. Research limitations/implications – The use of dummy variables to measure the nature of the largest owner represents the main limitation of this study. This is due to the lack of information, as the percentage of the largest capital held referring to owner category was available only for some banks. Practical implications – This research has given a brighter insight into corporate governance and bank performance in selected Islamic banking institutions. Findings provided useful information to bank managers, investors and policy makers. Financial performance can be improved by identifying practices associated with ownership structure. So, it will have policy implications for Islamic banks as to how to improve their performance. Finally, different types of bank ownership have had different concerns about implementing corporate governance practices among Islamic banks. Originality/value – This work is the first of its kind for Islamic banks. It extends previous research by examining whether ownership structure (concentration and mix) affects performance. It also fills the gap in the literature by providing empirical evidence on a large sample involving data from 15 countries. Finally, manual data collection on ownership structure constitutes a large part of the research for this paper.


2016 ◽  
Vol 10 (2) ◽  
pp. 63 ◽  
Author(s):  
Y. Anuradha Iddagoda ◽  
H.H.D.N.P. Opatha

This research paper sets out to investigate the research gaps in employee engagement for systematic empirical investigations, in order to substantiate future studies. A desk research has contributed to identify seven gaps in employee engagement. The first gap which is about the conceptual confusion, can be minimized by formulating a working definition of employee engagement. The nonexistence of theoretical arguments and empirical tests on the impact of the religiosity on employee engagement, in both the Sri Lankan and in the international contexts, has been identified as the second gap. The third gap has been identified to be the fact that the rapport between personal character and employee engagement being, neither theoretically argued nor empirically tested, in Sri Lankan and the international contexts. The fourth gap is the unavailability of studies in the Sri Lankan context as to how the high performance work practices (HPWPs) impact on employee engagement. The fifth gap identified is the shortage of empirical evidence regarding the link between employee engagement and organizational financial performance in the Sri Lankan context. Absence of empirical evidence on employee job performance to be an intervening variable for employee engagement and organizational financial performance is brought up as the sixth gap. The same absence is found in empirical evidence about religiosity, HPWPs, personal character, leadership and work life balance that significantly affect employee engagement in a nomological network in the Sri Lankan context as well as in the international context, which is the seventh Gap.


Organizacija ◽  
2008 ◽  
Vol 41 (1) ◽  
pp. 3-13 ◽  
Author(s):  
Borut Milfelner ◽  
Vladimir Gabrijan ◽  
Boris Snoj

Can Marketing Resources Contribute to Company Performance?This study investigates the relationships between market orientation, innovation resources, reputational resources, customer related capabilities and distribution-based assets, as well as their impact on both market and financial performance. The results indicate that market orientation is indirectly related to a company's market and financial performance through the four other marketing resources. Reputational resources have a positive impact on loyalty, market share and sales volume, while the impact of innovation resources on the market share and sales volume is more indirect and through customer loyalty. While customer-related capabilities significantly impact customer loyalty, their impact on the market share and sales volume can not be confirmed. On the other hand, the distribution-based assets are only weakly related to loyalty, the market share and the sales volume. The general findings indicate that selected marketing resources impact financial performance indirectly through the creation of customer loyalty and directly through the market share and sales volume.


2021 ◽  
Vol 8 (1) ◽  
pp. 1912526
Author(s):  
Duc Cuong Pham ◽  
Thi Ngoc Anh Do ◽  
Thanh Nga Doan ◽  
Thi Xuan Hong Nguyen ◽  
Thi Kim Yen Pham

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