Investigation to determine elements influencing customer's satisfaction in the B2C electronic retailing marketplaces

PurposeTaking the perfect perspective of customers' satisfaction, this paper aims to investigate the elements affecting customer satisfaction in business-to-consumer (B2C) online retailing stores, which are divided into five non-monetary dimensions: trust, order fulfillment, website construction, excitement and interaction.Design/methodology/approachDue to distinguishing the suitability of the data, the authors used exploratory factor analysis (EFA). Next, the authors utilized confirmatory factor analysis (CFA) to check their validity. Then, the authors applied Cronbach's alpha to check the reliability of the elements. After that, the authors combined these five elements with structural equation modeling (SEM) to make a model. The authors also performed Friedman tests to prioritize the elements.FindingsThe results indicate that each element is undeniably significant and has an extraordinary impact on customers' satisfaction evaluation. Therefore, system providers and electronic retailers need to consider them on their websites to achieve marketing goals in the competitive online environments.Originality/valueElectronic commerce has resulted in an essential change in B2C marketing, especially in the electronic retailing industry. Online suppliers need to satisfy their customers to receive competitive advantages and increase their income. The purpose of this study is to research the elements affecting customers' satisfaction in B2C online retailing stores.

The financial leverage–financial performance relationship in the emerging market of Turkey: the role of financial distress risk and currency crisis

PurposeThe purpose of this article is to examine how financial distress risk and currency crisis affect the relationship between financial leverage and financial performance.Design/methodology/approachThis study uses data of 200 firms listed on Istanbul Stock Exchange during the period from 2009 to 2019, resulting in 1950 firm-year observations. Pooled ordinary least squares, random effects, firm fixed effects and two-step system GMM models are used to investigate the hypotheses of this study.FindingsThe results reveal that financial leverage has negative and significant effect on financial performance, and that this effect is stronger for firms with higher financial distress risk. Furthermore, the findings provide moderate evidence that currency crisis exacerbates the negative association between leverage and performance.Practical implicationsThe results of this study have important implications for firms in emerging markets. Managers can enhance firm performance by reducing the level of financial leverage, especially in firms with higher financial distress risk. These firms incur higher debt costs, and then they can benefit more from the decreases in debt ratio in their capital structure. Moreover, the decreases in debt level have more importance in currency crisis times, when the access to external finance becomes more expensive and more difficult.Originality/valueTo the author's knowledge, this research is the first to examine the effect of currency crisis on the financial leverage–financial performance relationship and is one of few that investigate the role of financial distress risk in determining the linkage between leverage and firm performance.

Talent management and academic context: a comparative study of public and private universities

PurposeThe aims of this research are to present a comprehensive and holistic view of talent management (TM) at universities by exploring the current practices of TM among private and public universities in Jordan and make a comparison between the two sectors in regard to how they recruit, retain, train and develop, and measure the performance of talented people. Moreover, the practice of recruitment and selection, or so-called reflective or process-oriented practices, has given special attention to see how both public and private universities differ in regard to this process in particular.Design/methodology/approachA structured questionnaire was utilized to elicit responses from participants on five selected constructs, recruitment and selection reflective or process-oriented practices, retention, training and development, and performance management. A convenient sampling approach was used to source participants for the study. The data has been analyzed, structured and organized utilizing SPSS software to analyze the results. Frequency tests have been used to test the demographic variables. Descriptive analysis was used to check the standard deviation and mean for total items. The reliability, discriminate validity, convergent validity and correlation matrix of all the questions have been tested using various methods. Moreover, exploratory (EFA) and confirmatory (CFA) tests were performed. For testing the hypothesis and to examine whether or not there is a significant difference in TM practices between public and private universities in Jordan, independent sample t-tests have been employed.FindingsThe results show that the means of TM practices differ slightly between public and private universities. The public universities demonstrate a higher level of TM practices compared to private universities in all practices except that of performance management. However, while there are visible differences in TM practices between public and private universities, these differences were not statistically significant. On the other hand, we revealed a significant difference in the reflective or process-oriented practices between public and private universities. The results show that HR departments in public universities are more likely to have less power in performing the recruitment and selection processes as compared to private universities. We also compared the extent to which elite academics in public universities select candidates congruent with their own personal and scientific preferences to the extent their counterparts do so in private universities and the results indicate that this practice differs significantly between public and private universities being far more common in private universities. Finally, we compared the practice of academic talents being recruited through informal networks of scouts between private and public universities. The results show a slight and insignificant difference between private and public universities concerning this practice.Originality/valueThis study is built on the concept of “new managerialism” in higher education, which supports collaboration between HRM professionals and academics to enhance TM practices. This research contributes to the body of knowledge by combining “reflective or process-oriented practices” with other TM practices in an attempt to make a comparison of public and private institutions’ practices and provide a more comprehensive view of the TM process. However, the overwhelming majority of study on TM has been carried out in Western countries, with limited attention paid to non-Western contexts. Even though this growing body of research has advanced our theoretical and empirical knowledge of TM, there is still a need to comprehend TM practices in the rest of the globe, particularly when one considers the cultural and institutional disparities that exist between countries. Moreover, according to the researcher’s best knowledge, no previous studies have compared public and private universities regarding talent management, and it would be of great importance to investigate the implementation of TM practices in this vital sector.

The role of entrepreneurial resilience in forms of collaboration: a systematic literature review with bibliometric analyses

PurposeFocused on the intersection between entrepreneurial resilience and different forms of collaboration, this research makes a systematic analysis of the literature resorting to various complementary bibliometric techniques (keyword co-occurrence; bibliographic coupling of documents; bibliographic coupling of authors; co-citation of references).Design/methodology/approachAccording to the research protocol defined, a search by topics was made in Web of Science (WoS), with no time restriction, which led to including 97 articles in the sample. Descriptive analysis identified the evolution and tendency of publications and citations, the most productive journals, universities and countries in this topic and the research methodologies followed in the articles of the sample.FindingsThe different bibliometric techniques applied led to understanding and systematization of the tendencies and themes concerning the topic, allowing the development of a conceptual framework articulating them and revealing possible lines of research that could contribute to developing the literature.Practical implicationsBy showing different facets of the intersection between entrepreneurial resilience and collaboration, this paper highlights the multiple implications of this area at different levels of analysis (individuals, ventures and communities) with the importance of networks of collaboration patent in each. Therefore, this study can help entrepreneurs, business and political decision-makers to make better informed decisions, which can be particularly relevant in scenarios of uncertainty and crisis, such as the present, arising from the global pandemic.Originality/valueAs far as the authors know, the research carried out is the first centred on systematic analysis of entrepreneurial resilience and forms of collaboration. It gives a complete conceptual and theoretical picture of the evolution of research on the topic and accordingly points out possible avenues for future research.

Examining the impact of firm-specific and environmental-specific factors on short and long-term firm survival during an economic crisis

PurposeLooking back on the last 12 years, the whole planet went through two major economic crises (2008 and 2019), which both had a profound impact on the survival of businesses. The present study aims to develop and empirically test a conceptual framework that investigates the factors that have an influence on firm survival. More specifically, the study proposes a three-dimensional framework that includes performance drivers (utilizing resource-based view [RBV] factors), performance measures and the measurement of firm survival. Such a multi-dimensional approach has very rarely been explored in the existing literature.Design/methodology/approachA thorough literature review revealed gaps in the literature and offered the basis for developing the proposed conceptual framework of the study. Its empirical examination (hypothesis testing) was conducted with the use of a newly developed structured questionnaire that was distributed to a group of Greek manufacturing organizations (the final sample consists of 364 manufacturing companies). Empirical data were analyzed using the “structural equation modeling” (SEM) technique (multivariate analysis) and other similar techniques (i.e. exploratory factor analysis and analysis of variance). The study is empirical (based on primary data), explanatory (examines cause and effect relationships), deductive (tests research hypotheses) and quantitative (includes the analysis of quantitative data collected with the use of a structured questionnaire).FindingsOn the one hand, empirical results point out that “manufacturing-marketing alignment,” “manufacturing capabilities,” “structural configuration” and “business performance under crisis” have the most significant impact and on short-term survival (current situation). On the other hand, “competitive advantage” and “business performance under crisis” have the most significant impact on long-term survival (future situation). Focusing on RBV factors, only “structural configuration” and “manufacturing capabilities” directly affect short-term survival, while “manufacturing–marketing alignment” has an indirect effect on the same factor. Then again, all RBV factors indirectly affect long-term survival. Also, it is confirmed that short-term survival strongly affects long-term survival.Originality/valueThe present study contributes to the debate concerning the antecedents of firm survival, since current empirical findings are quite inconsistent. Specifically, crucial performance drivers and other measures are incorporated into an original model, which reveals their synergies and their impact on the dynamic dimensions of firm survival. Additionally, it enhances the stream of research that investigates firm survival under crisis since very few similar empirical studies have been conducted. Finally, firm survival is not measured as a static concept but rather as a dynamic one (firm survival – current situation and firm survival – future situation). Overall, the final model can explain 35.2% of the variance in “firm survival – current situation” and 46.3% of the variance in “firm survival – future situation.”

Political risks and financial markets: emerging vs developed economies

PurposeThe authors provide a comparative analysis between emerging and developed financial markets in terms of the effects of political risks on stock market returns and volatility. The authors also examine whether this impact depends on the nature of political risks. Therefore, this study aims to detect which financial markets are the most profitable and the riskiest in terms of political risks.Design/methodology/approachThe authors investigate the impact of political risks on the excess stock market return and its conditional volatility using the generalized ARCH model for a sample of 46 developed and emerging markets over a period ranging from 1995 to 2019. In order to test how the nature of political risks affects equity excess returns and volatility differently in different markets, the authors employ (1) a composite political risk score, (2) the four subgroups of political risks as defined by Bekaert et al. (2005, 2014) and (3) the individual dimensions of political risks.FindingsThe findings indicate that the composite political risk is priced into both stock markets. The effect of political risks is positive for excess returns and negative for volatility. The authors show that the political risk leads to more volatility in developed markets. Nevertheless, the effect of individual components varies according to the market category.Practical implicationsThe authors provide a framework for predicting market returns and volatility using changes in the political risk of the country. The findings help investors make investment decisions based on the political decisions of governments. In other words, investors should consider political uncertainty when determining their expected earnings.Originality/valueThe authors engage monthly panel data methodology in terms of the political risk stock market relationship. In addition, the authors consider recent and very long data covering the period 1995–2019. Furthermore, this study combines three various political risk measures, and both equity returns and volatility.

Do board directors and good corporate governance improve integrated reporting quality? The moderating effect of CSR: an empirical analysis

PurposeThis paper targets to shed light on the relationship between board characteristics, good corporate governance and the integrated reporting quality (IRQ) and even if this relationship is moderated by the corporate social responsibility.Design/methodology/approachData from a sample of 185 European firms selected from STOXX 600 Index between 2010 and 2019 are used to test the model using panel data and multiple regression. This paper is motivated by using panel data estimated feasible generalized least squares method. A multiple regression model is used to analyze the moderating effect of the corporate social responsibility on the association between board characteristics, good corporate governance and the IRQ.FindingsConsistent with the expectations, the results showed that there is a positive relationship between board independence, board diversity, good corporate governance and IRQ. Furthermore, the findings suggest that moderating effect positively affects the relationship between the board characteristics, good corporate governance and IRQ.Practical implicationsThe results of this study have an impact on policymakers. The presence of women and independent members of the board should be encouraged. This has a positive effect on the availability of high-quality information, able to drive investment levels and stakeholder participation.Originality/valueThis study supports the existing literature. First, it expands the scientific debate on the topic of integrated reporting (IR). Second, it extends the scope of agency theory, which is rarely used to explain IR-related phenomena. This study is one of the first to examine the moderating effect of corporate social responsibility on the association between a set of governance characteristics (i.e. Board independence and board diversity) and integrated reporting adoption.

Non-financial reporting and company financial performance: a systematic literature review and integrated framework

PurposeThe purpose of this paper is to examine the different aspects of non-financial reporting that may influence company financial performance. In particular, the authors present an integrated framework of these features that have a direct impact on the financial sustainability of firms for future researchers to further explore and expand the boundaries of the domain.Design/methodology/approachA systematic literature review of peer-reviewed papers, covering the period 2015–2020, was done, and 41 paper were identified and analysed via a thematic review, to identify variables that either positively or negatively impact on the financial performance of listed companies. The literature focuses on disclosures related to integrated reporting disclosures, sustainability disclosures (also called corporate social responsibility (CSR) disclosures) and corporate governance disclosures. A synthesised inter-textual coherence strategy has been followed during the interpretation of the findings.FindingsThe results of the synthesised inter-textual coherence strategy were the development of an integrated framework, which indicates that the inclusion of control variables in regression analysis has no impact on the direction of the relationship between quality reporting and financial reporting.Originality/valueTo the best of the authors’ knowledge, this paper is the first to provide a comparison between the impact of the different types of reporting and financial sustainability.

Authenticity as an antecedent of brand image in a positive emotional consumer relationship: the case of craft beer brands

PurposeThis study, based on craft beer brands, aims (1) to explain the importance of four brand authenticity dimensions (continuity, originality, reliability and naturalness) in consumers' perceptions of brand image; (2) to verify if the brand–consumer emotional relationship (brand love) is enhanced by the consumer's perceptions of the brand's image; (3) to verify if the consumer's perceptions of the brand's image increase brand satisfaction; and (4) to verify if brand satisfaction increases brand love.Design/methodology/approachData were collected from consumers of different craft beer brands to evaluate the assumptions underlying the proposed conceptual model. In total, 175 questionnaire responses were used, and the model was estimated through structural equation modelling (SEM) with partial least squares (PLS).FindingsThe results confirmed that brand authenticity is a strong antecedent of the brand image of craft beers, and that brand image affects both consumer brand satisfaction and brand love. The effect of brand satisfaction on brand love has also been confirmed. Craft beer brands should aim to attract more fan-consumers, i.e. consumers who seek an emotional relationship that manifests itself in affection, beauty, well-being and long-term commitment. Fan-consumers give their hearts/love and recommend the brand.Originality/valueThe paper tries to fill two gaps in the literature. First, we make the initial empirical application of the Bruhn et al. (2012) scale and verify its adequacy in this context. Second, this is the first time that the model's design has been validated. The results allow us to confirm that authenticity is an antecedent of brand image, and its simultaneous impact on the consumer's brand love for, and satisfaction with, craft beer brands.

The impact of internal corporate governance mechanisms on audit report lag: evidence from Tunisian listed companies

PurposeThe purpose of this paper is to examine and analyze the impact of governance internal mechanisms on audit report lag. The characteristics of governance used in this study are selected by looking at recent literature review.Design/methodology/approachGovernance internal mechanisms were proxied by the audit committee and director's board characteristics. To test the impact of these characteristics, the authors used a sample of 47 Tunisian companies listed on the Tunis Stock Exchange (BVMT) during the period from 2014 to 2019. The generalized method of moments (GMM) method of dynamic panel multivariate analysis was used to analyze this study.FindingsThe results showed that most corporate governance attributes have a significant effect on audit report lag. Specifically, the audit committee diligence and the audit committee expertise have significant and positive effect on audit report lag. But the diligence of the board has significant and negative effect on audit report lag. However, this study finds no evidence that the audit committee independence, the size, independence and diligence of director's board are associated with the audit report lag. In addition, the results of this study also show that there is a significant effect of some control variables such us gender and performance.Practical implicationsThe findings of this article will help to fill the knowledge gap in relation with this research issue in developing countries especially in Tunisian context, because this investigation exposed more than ever the vital role of auditor on the audit report lag. This research will make investors and stakeholders aware of the importance of governance mechanisms put in place in firms to reduce audit report delays in emerging markets, like Tunisia. Then, this work can help researchers and encourage them to deeply and broadly investigate this issue on other emerging markets.Originality/valueThis study extends the existing literature by examining the relationship between different mechanisms of corporate governance and audit delay in an emerging context and which has been very little explored in this sense namely in the Tunisian context. On the empirical level, the study contributes by using a dynamic panel that has not been mentioned much in previous research. Dynamic panel models include lagged dependent variables. The presence of these variables makes it possible to model a partial adjustment mechanism.