Search results

We respond to the existing gaps regarding the drivers and outcomes of customer experience quality in the context of bank marketing by examining the interrelationships between distinct dimensions of VTM service quality, customer experience quality and customer loyalty.

This research follows the Stimulus-Organism-Response theory to examine the antecedents and behavioural outcomes of customer experience quality during their journeys with video teller machine (VTM) services in the banking industry (also known as LiveBank or SmartBank). First, we conducted in-depth interviews with 34 bank customers to develop distinct measurement scales for customer experience quality and VTM service quality. A structural equation model linking six dimensions of VTM service quality, including tangibles, interaction quality, empathy, reliability, user’s friendliness and efficiency with the affective-sensory and intellectual values of customer experience quality and customer loyalty to VTM service is tested using data obtained from 405 individual customers.

The findings reveal that tangibles, interaction quality, reliability, user-friendliness and efficiency contribute to customer experience quality, which, in turn, drives customers’ intention to use VTM again. This research provides crucial theoretical background and practical implications to accelerate the penetration of VTM among bank customers and hence, foster financial inclusion among societies.

This paper presents the first research that empirically employs the value-based approach to measure customer experience quality in the banking service industry and examine its linkages to service quality and customer loyalty. Moreover, given the emergence of VTM, this is also among the pioneering studies which validate measurement scales for VTM service quality. This could be either reused or revisited for further research about VTM. Overall, our study contributes to the literature about customer retention in the banking service industry from not only the customers’ backwards-looking evaluations of service performance (i.e. service quality) but also their forward-looking evaluations (i.e. their own experience).

The purpose of this study is to examine the role of social presence in enhancing positive behaviors in the virtual reality (VR)-based wine tourism context through an innovative approach.

Two sequential experimental studies were conducted to test proposed hypotheses using Web and head-mounted display (HMD) VR formats. Specifically, Study 1 probed the influence of social presence on mental imagery, which subsequently impacted destination visit intention, drinking intent and memorable experience. Study 2 used a field experiment to explore the boundary effects of environmental cues (nature versus social) on social presence and a series of behavioral intentions using an HMD format.

The findings represent one of the first efforts to unravel the influence of social presence on positive behaviors through mental imagery and the moderating role of environmental cues.

This research enhances the understanding of wine tourism, drawing upon social presence theory and stimulus-organism-response framework.

The outcomes provide valuable insights for wine tourism marketers in developing innovative marketing strategies by addressing the usage of social presence and environmental cues in a VR setting.

To the best of the authors’ knowledge, this study is the first to enrich the existing knowledge of wine tourism by exploring the role of social presence and environmental cues in both Web and HMD VR formats.

The aim of this study is to explore and elucidate the influence of polygamy on the succession dynamics of family businesses in the Arab world, offering insights that may be underrepresented or overlooked in traditional, Western-focused literature.

This article adopts a perspective-based approach, focusing on delving into the amalgamation of polygamous family structures and their implications on the operation and continuation of family-run businesses.

Polygamy, while often primarily perceived as a cultural or religious tradition, wields substantial influence over various business facets. Notably, its presence can significantly shape business continuity, the methodologies behind succession planning and the overarching framework of corporate governance within Arab family businesses.

This article offers a unique Middle Eastern lens, highlighting the underexplored intersection of polygamy and business succession. It strives to bridge the knowledge gap by addressing topics potentially sidelined in mainstream Western business research.

This chapter delves into the complex perception of national culture within cross-cultural management. It critiques the essentialist views that regard national culture as static and homogeneous, emphasizing instead the dynamic interplay of historical, social, and political forces that shape national identity. The chapter traces the origins of essentialist perspectives, highlighting influential thinkers like Durkheim, Jung, Schmitt, and Parsons, who contributed to these views during the colonial era. It critiques their theories for perpetuating a static and exclusionary understanding of culture and identity. The text discusses how cross-cultural management emerged as an academic field, initially embracing essentialist views for their simplicity in explaining cultural differences. Influential models like Hofstede’s cultural dimensions reinforced these views by categorizing national cultures into binary scales, often favoring Western countries. The chapter highlights the extensive critique of Hofstede’s model for its ethnocentric biases and lack of empirical rigor. The chapter advocates for incorporating postcolonial perspectives in management practices, emphasizing the need to understand culture as dynamic and constructed through power relations. It explores postcolonial theories by scholars like Said, Bhabha, Spivak, and Mignolo, who challenge colonial legacies and advocate for decolonizing knowledge and management practices. These theories highlight issues of otherness, mimicry, and cultural hybridity, offering deeper insights into the experiences of marginalized communities. The text also examines internal colonialism within contemporary societies, drawing parallels between traditional colonial practices and the exploitation of immigrant communities in Western countries. It underscores the need for a critical reimagining of management and organizational practices to promote social change and address power imbalances.

This study responded to calls to investigate the behavioural and social antecedents that produce a highly positive response to AI bias in a constrained region, which is characterised by a high share of people with minimal buying power, growing but untapped market opportunities and a high number of related businesses operating in an unregulated market.

Drawing on empirical data from 225 human resource managers from Ghana, data were sourced from senior human resource managers across industries such as banking, insurance, media, telecommunication, oil and gas and manufacturing. Data were analysed using a fussy set qualitative comparative analysis (fsQCA).

The results indicated that managers who regarded their response to AI bias as a personal moral duty felt a strong sense of guilt towards the unintended consequences of AI logic and reasoning. Therefore, managers who perceived the processes that guide AI algorithms' reasoning as discriminating showed a high propensity to address this prejudicial outcome.

As awareness of consequences has to go hand in hand with an ascription of responsibility; organisational heads have to build the capacity of their HR managers to recognise the importance of taking personal responsibility for artificial intelligence algorithm bias because, by failing to nurture the appropriate attitude to reinforce personal norm among managers, no immediate action will be taken.

By integrating the social identity theory, norm activation theory and justice theory, the study improves our understanding of how a collective organisational identity, perception of justice and personal values reinforce a positive reactive response towards AI bias outcomes.

This paper aims to focus on exploring and understanding the practice of analyzing the determinants of the Moroccan Dirham by foreign exchange professionals in trading rooms in the context of transitioning to a more flexible regime initiated by Moroccan authorities. The objective of this study is to highlight how foreign exchange operators analyze the determinants of the Moroccan Dirham in the context of exchange rate liberalization, focusing primarily on qualitative data rather than quantitative data.

Therefore, this paper opted for a methodological approach using interview surveys to understand the underlying behavior of Moroccan foreign exchange operators, conducting a content analysis. This paper targeted six foreign exchange operators from nine Moroccan banks authorized as market makers by Bank Al-Maghrib.

The results indicate that the fluctuations of the Moroccan Dirham are closely linked to two main factors: the analysis of the EUR/USD exchange rate and market liquidity analysis. Furthermore, content analysis revealed five essential aspects regarding the practice of analyzing the determinants of the Dirham: “Dirham determinants,” “complementarity between technical analysis and fundamental analysis,” “trends and reversals,” “utility of macroeconomic models” and “psychological factors.”

Certainly, this methodology allows for exploring and understanding the underlying behavior of currency operators but inherently generates a certain degree of subjectivity that can affect the research validity. Indeed, the subjectivity can arise from the responses of the currency operators themselves. They may present the phenomenon coherently or selectively choose the elements they remember to respond to. On the other hand, the validity of this type of research relies on the researcher's ability to cultivate empathy throughout the knowledge creation process. The empathetic stance adopted in this study proved to be complex due to the uniqueness of operators and interaction, sometimes making it challenging to combine empathy, respect and critical thinking (Olivier De Sardan, 2004). Furthermore, the researcher is often faced with an interpretation bias, which can manifest not only during the coding of collected data but also during the analysis of the constructed content. To mitigate this interpretation bias, this paper subjected the collected data to a double coding procedure.

This study aims to narrow the gap in opinions between academics and practitioners by providing a practical overview for change novices.

This study is the pioneering inquiry exploring the process of determining the Moroccan dirham within the transition to a flexible exchange rate regime, using an exploratory methodological approach.

Suspicions about space technologies can be regarded as instances of “space skepticism,” i.e. the broadly pessimistic view that human activities in space are untimely or liable to be counterproductive. Section 1 will explain that contemporary space skepticism is focused upon negative societal role rather than the physical possibility of the activities proposed. Such skepticism is a complex pool of familiar claims unevenly drawn upon rather than a single theory. Section 2 will suggest that contemporary space skepticism tends to integrate with a broader set of doubts and fears about technologies of the Anthropocene. Section 3 will draw out a tension within the skeptical complex between the idea that concern for space is irrelevant to our societal problems and the idea that it is likely to make such problems worse. Section 4 will briefly outline why the publicly dominant forms of space skepticism carry a growing capability for merger with political activism and why the publicly dominant skepticisms are not necessarily those with the greatest plausibility, but rather those with the strongest motivational force. Finally, Section 5 will set aside the issue of popular motivational force and focus instead upon the skepticisms with the greatest plausibility. It will briefly outline why the relevant fears and suspicions (about military tensions and geoengineering) are outweighed by other considerations. This response to plausible skepticisms will not aim to be comprehensive but indicative of the direction of travel for more detailed critique. It will provide a framing context for a large metaphor about space technologies allowing the Earth to breathe.