Search results

The purpose of this study is two-fold. First is to explore the role of some customer personality traits in explaining customer satisfaction in mobile services. Second is to explore the relationship between satisfaction and loyalty of mobile services customers, mediated by attitude-to-brand considering the fierce competition and the fast industry growth.

The study used a cross-sectional design and a survey of mobile service customers. For the empirical analysis, the structural equation models were applied (partial least squares).

The results suggest that customers who are agreeable, neurotic and open to new experience are more likely to be satisfied with mobile services than other personality types. In addition, the satisfaction-loyalty link is fully mediated by attitude-to-brand. Hence, satisfaction is not a direct driver of loyalty in the mobile services business and loyalty is achieved when service providers simultaneously focussed on the customers’ satisfaction and their attitudes towards brands.

The study identified the personality trait drivers of customer satisfaction and the path to customer loyalty in the mobile services sector. With this information, mobile service providers should be better able to target and retain customers.

The study offers new insights into customer behaviour by using personality traits to identify requirements for achieving customer satisfaction, customer loyalty and attitude-to-brand.

El propósito de este estudio es doble. Primero, explorar el papel de algunos rasgos de personalidad del cliente para explicar su satisfacción en los servicios móviles. Segundo, explorar la relación entre la satisfacción y la lealtad de los clientes de servicios móviles, mediada por la actitud hacia la marca considerando la feroz competencia y el rápido crecimiento de la industria.

El estudio utilizó un diseño transversal y una encuesta de clientes de servicios móviles. Para el análisis empírico se utilizaron modelos de ecuaciones estructurales (PLS)

Los resultados sugieren que los clientes agradables, neuróticos y abiertos a nuevas experiencias tienen más probabilidades de estar satisfechos con los servicios móviles que otros tipos de clientes. Además, el vínculo satisfacción-lealtad está mediado por la actitud hacia la marca. Por lo tanto, la satisfacción no es un precursor directo de la lealtad en servicios móviles. La lealtad se logra cuando el proveedor de servicios se centra simultáneamente en la satisfacción del cliente y cuida la actitud hacia la marca.

El estudio identificó los rasgos de personalidad de los clientes que llevan a la satisfacción y el camino hacia la lealtad del cliente en el sector de los servicios móviles. Con esta información, los proveedores de servicios de telefonía móvil deberían estar mejor capacitados para dirigirse a los clientes y retenerlos.

El estudio ofrece nuevas perspectivas sobre el comportamiento del cliente al utilizar los rasgos de la personalidad para identificar los requisitos que permiten lograr la satisfacción del cliente, su lealtad y mejorar la actitud hacia la marca.

This paper advocates for and describes the use of provocative statements as a leadership assignment to foster critical thinking. Critical thinking is an essential competency for leaders who must analyze issues and convince others of their point of view as they compete for scarce internal resources. The provocative statement assignment incorporates common elements from long-established practices of Socratic questioning, debate, argumentation analysis, and rhetoric. It challenges students to develop and advocate their point of view on the controversial issues of their field. Preliminary findings of student perceptions of the assignment in a graduate leadership class are presented which suggest the assignment can be a powerful learning tool.

The impact of stress on personal and work-related outcomes has been studied in the information systems (IS) literature across several professions. However, the cybersecurity profession has received little attention despite numerous reports suggesting stress is a leading cause of various adverse professional outcomes. Cybersecurity professionals work in a constantly changing adversarial threat landscape, are focused on enforcement rather than compliance, and are required to adhere to ever-changing industry mandates – a work environment that is stressful and has been likened to a war zone. Hence, this literature review aims to reveal gaps and trends in the current extant general workplace and IS-specific stress literature and illuminate potentially fruitful paths for future research focused on stress among cybersecurity professionals.

Using the systematic literature review process (Okoli and Schabram, 2010), the authors examined the current IS research that studies stress in organizations. A disciplinary corpus was generated from IS journals and conferences encompassing 30 years. The authors analyzed 293 articles from 21 journals and six conferences to retain 77 articles and four conference proceedings for literature review.

The findings reveal four key research opportunities. First, the demands experienced by cybersecurity professionals are distinct from the demands experienced by regular information technology (IT) professionals. Second, it is crucial to identify the appraisal process that cybersecurity professionals follow in assessing security demands. Third, there are many stress responses from cybersecurity professionals, not just negative responses. Fourth, future research should focus on stress-related outcomes such as employee productivity, job satisfaction, job turnover, etc., and not only security compliance among cybersecurity professionals.

This study is the first to provide a systematic synthesis of the IS stress literature to reveal gaps, trends and opportunities for future research focused on stress among cybersecurity professionals. The study presents several novel trends and research opportunities. It contends that the demands experienced by cybersecurity professionals are distinct from those experienced by regular IT professionals and scholars should seek to identify the key characteristics of these demands that influence their appraisal process. Also, there are many stress responses, not just negative responses, deserving increased attention and future research should focus on unexplored stress-related outcomes for cybersecurity professionals.