Nelson Oly Ndubisi, Chan Kok Wah and Gibson C. Ndubisi
The purpose of this paper is to examine the impact of the relationship marketing underpinnings, namely: commitment; competence; communication and conflict handling on the one hand…
Abstract
Purpose
The purpose of this paper is to examine the impact of the relationship marketing underpinnings, namely: commitment; competence; communication and conflict handling on the one hand and customer loyalty on the other, as well as the mediation effects of trust and relationship quality.
Design/methodology/approach
Bank customers in Kota Kinabalu, Malaysia were surveyed using a questionnaire. Bank intercept technique was used in administering the instrument. A total of 220 customers provided the data for the study. Multiple regression analysis was used to measure the construct's relationship.
Findings
The results show that relationship marketing strategies, namely: communication; commitment; competence; and conflict handling are directly and indirectly (through trust and relationship quality) associated with customer loyalty. Moreover, trust and relationship quality are directly associated with loyalty.
Research limitations/implications
Although the study focuses on the banking industry in Malaysia, the outcome may be relevant to other service sectors. By identifying the relevant RM underpinnings in this sector, more researches adapting or replicating the present study in other sectors would help in pushing back the frontier of knowledge in the customer relationship management domain.
Practical implications
This study unveils how firms can use the relationship marketing (RM) strategy to nurture and keep loyal customers and how to manage the supplier‐customer relationship in the banking sector.
Originality/value
Not much is understood about the actual influences of the underpinnings of relationship marketing on customer loyalty from empirical evidence. This research would help organisations in evaluating the results of investments and sacrifices of the firm in building relationships with its customers.
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Nelson Oly Ndubisi and Chan Kok Wah
This research seeks to empirically evaluate the influence of the underpinnings of relationship marketing on the perceived quality of bank‐customer relationship, and on customer…
Abstract
Purpose
This research seeks to empirically evaluate the influence of the underpinnings of relationship marketing on the perceived quality of bank‐customer relationship, and on customer satisfaction in the Malaysian banking sector.
Design/methodology/approach
A field survey of bank customers in Malaysia was conducted using a questionnaire. The data were factor‐analysed to determine the key dimensions of RM. The resulting dimensions were applied in the subsequent discriminant analyses conducted to determine which factors discriminate between customers on the basis of perceived bank‐customer relationship quality and customer satisfaction.
Findings
The results show that five key dimensions, namely: competence, communication, conflict handling, trust, and relationship quality, discriminate between customers in terms of perceived relationship quality and customer satisfaction. Moreover, overall bank‐customer relationship quality discriminates between satisfied customers and those who are not.
Research limitations/implications
This study was conducted in a bank setting, and may not be generalised in other industries. It has also not considered the impact of the relationship management underpinnings on customer loyalty. However, by employing these constructs, and replicating this study in other industries, researchers would be able to unveil the factors that discriminate between loyal customers and those who are not, and also produce more generic results.
Practical implications
Findings suggest that banks can create customer satisfaction by exhibiting trustworthy behaviour, showing genuine commitment to service, communicating information to customers efficiently and accurately, delivering services competently, handling potential and manifest conflicts skilfully, and improving overall customer relationship quality.
Originality/value
Interest in the subjects of relationship marketing and customer satisfaction has been growing among marketing researchers and practitioners. This study adds value by unveiling the key antecedents of relationship quality and customer satisfaction (using the relationship management approach) that can be used in customer relationship management. Customer relationship management itself enables organisations to leverage on privileged information gained through closeness to customers.
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Yiu Chung Wong and Jason K.H. Chan
The purpose of this paper is to explore the emergence of civil disobedience (CD) movements in Hong Kong in the context of the notion of civil society (CS).
Abstract
Purpose
The purpose of this paper is to explore the emergence of civil disobedience (CD) movements in Hong Kong in the context of the notion of civil society (CS).
Design/methodology/approach
The paper begins by rigorously defining the notion of CD, as well as the concept of CS and tracing its development in Hong Kong over the past several decades. By using a model of CS typology, which combines the variables of state control and a society’s quest for autonomy (SQA), the paper aims to outline the historical development of CD movements in Hong Kong. It also discusses the recent evolution of CS and its relationship with CD movements, particularly focusing on their development since Leung Chun-ying became the Chief Executive in 2012. Finally, by using five cases of CD witnessed in the past several decades, the relationship between the development of CS and the emergence of CD in Hong Kong has been outlined.
Findings
Four implications can be concluded: first, CD cannot emerge when the state and society are isolated. Second, the level of SC and the scale of CD are positively related. Third, as an historical trend, the development of SQA is generally in linear progress; SQA starts from a low level (e.g. interest-based and welfare-based aims) and moves upwards to campaign for higher goals of civil and political autonomy. If the lower level of SQA is not satisfied, it can lead to larger scale CD in future. Fourth, the CD movement would be largest in scale when the state-society relationship confrontational and when major cleavages can be found within CS itself.
Originality/value
This paper serves to enrich knowledge in the fields of politics and sociology.
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Jeffrey Boon Hui Yap, Chin Weng Tan, Siaw Chuing Loo and Wah Peng Lee
The purpose of this paper is to determine the significance of branding management by property developers in the Malaysian housing market and to examine the pivotal brand identity…
Abstract
Purpose
The purpose of this paper is to determine the significance of branding management by property developers in the Malaysian housing market and to examine the pivotal brand identity traits of property developers.
Design/methodology/approach
An explanatory sequential mixed-methods research approach was adopted. The quantitative data from the questionnaire survey were subjected to descriptive statistics, and the ranking with category of significance of the hypothesised branding traits was determined using relative importance index technique. The findings were further validated through semi-structured interviews with five experienced industry practitioners.
Findings
Results showed that the extremely significant (ES) branding identities are value for future investment and location, while the very significant (VS) traits are quality assurance, near to supporting infrastructure, reliability, professionalism, experience, warranties and technical ability. Industry experts affirmed the prospect of exploiting branding in enticing property buyers.
Research limitations/implications
It is reasonable to infer that good branding positively stimulates buyer’s decision-making on purchasing residential property. This study attempts to discover the critical brand identity traits for property developers apt in the context of Malaysian housing market.
Practical implications
Apart from the archetypal locational and financial factors, the findings suggested that top developers should emphasise innovative family-oriented design with an acceptable level of quality score for brand differentiation to further enhance the future value of their end products.
Originality/value
The efficacy of brand management in the housing market has not yet been fully explored in research. This paper is expected to offer more profound insights into the strategic brand management towards “branded” property developers in the context of Malaysia and perhaps other countries with comparable backgrounds.
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Yaw A. Debrah and Ian G. Smith
Presents over sixty abstracts summarising the 1999 Employment Research Unit annual conference held at the University of Cardiff. Explores the multiple impacts of globalization on…
Abstract
Presents over sixty abstracts summarising the 1999 Employment Research Unit annual conference held at the University of Cardiff. Explores the multiple impacts of globalization on work and employment in contemporary organizations. Covers the human resource management implications of organizational responses to globalization. Examines the theoretical, methodological, empirical and comparative issues pertaining to competitiveness and the management of human resources, the impact of organisational strategies and international production on the workplace, the organization of labour markets, human resource development, cultural change in organisations, trade union responses, and trans‐national corporations. Cites many case studies showing how globalization has brought a lot of opportunities together with much change both to the employee and the employer. Considers the threats to existing cultures, structures and systems.
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Xin-Hua Guan, Lishan Xie and Tzung-Cheng Huan
This paper aims to improve understanding of co-creation by focusing on customer knowledge sharing (CKS), which is something that can be influenced by organizational relationship…
Abstract
Purpose
This paper aims to improve understanding of co-creation by focusing on customer knowledge sharing (CKS), which is something that can be influenced by organizational relationship orientation (ORO), employee adaptiveness (EA) and customer expertise (CE), and that influences employee creativity (EC) and customer-perceived economic value (CEV).
Design/methodology/approach
With subjects being conference and meeting organizers for hotel service, a survey was conducted in major Chinese cities. In the survey, high-star-rated hotels’ corporate sales personnel provided data if a sales person got one of their customers to provide data. Only responses for hotels for which two employee–customer matched records were obtained could be used for analysis by using hierarchical linear modeling; so, 217 matched records from 48 hotels were processed.
Findings
Accepting five hypotheses and having coefficients for control variables allow new insights into the importance of CKS. Insights regarding brand familiarity, employee seniority, etc. contribute to theory and improving research.
Practical implications
Action can include fostering benefit from CE, nurturing EA and supporting ORO. Action can be recruiting and training employees with special considerations to their level and use of EA that facilitates acquiring valuable knowledge from customers. For researchers, practical implications relate to improving modeling and recognizing new research.
Originality/value
This study provides new findings on ORO, EA and CE affecting CKS, as well as showing relationships of CKS with EC and CEV. Coefficients of control variables yield insights beyond control that contribute to theory and to identifying new research. Examining response distributions highlights analysis issues, suggesting avenues for new research.
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Despite the preservation of “One Country, Two Systems” for 50 years under the Sino-British Joint Declaration and Basic Law, changes are palpable due to the emergence of a real…
Abstract
Purpose
Despite the preservation of “One Country, Two Systems” for 50 years under the Sino-British Joint Declaration and Basic Law, changes are palpable due to the emergence of a real contest between liberal and pro-China actors in the legal profession and the legal environment in Hong Kong. After celebrating the twentieth anniversary of Hong Kong’s sovereignty transfer from Britain to China, it is valuable to study how the sovereign power influence the rule of law in its semiautonomous city by non-legal measures. This paper aims to offer a preliminary research on China’s political economic strategy, which is regarded as the “China factor”, in the legal system of Hong Kong, and its political, economic and legal-cultural impacts on the rule of law.
Design/methodology/approach
This paper argues that China exerts its influence over the legal system of Hong Kong in four domains, including ideology, political elections, legal organization and cross-border political economy. Based on media research and content analysis over published materials of various legal associations and institutions, it is found that China attempts to consolidate its control in Hong Kong by producing alternative legal ideology and discourse of the rule of law and by co-opting the legal profession under China’s united front strategy.
Findings
While there are liberal lawyers and legal scholars vocally engaging in defense of human rights and the rule of law in Hong Kong, a network of legal profession promoting socialist and authoritarian legal values has become prominent. Hong Kong’s legal culture will continue to be shaped in accordance with authoritarian characteristics and will adversely affect developing the rule of law in this international city.
Originality/value
This paper contributes to the study of China’s influence over the legal profession of Hong Kong and in general Hong Kong’s jurisdiction by offering an example to the international community that contributes towards understanding how China adopts different strategies to expand political significance beyond its border.
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A new wave of anti-mainland protests has emerged in Hong Kong since 2012. The purpose of this paper is threefold: to delineate its unique characteristics; to trace its historical…
Abstract
Purpose
A new wave of anti-mainland protests has emerged in Hong Kong since 2012. The purpose of this paper is threefold: to delineate its unique characteristics; to trace its historical origins; and to speculate on the political implications of this new wave of anti-mainland protests.
Design/methodology/approach
A historical approach has been adopted to trace the origins of the anti-mainland protests. Since this new wave of anti-mainland protests only began in 2012, this paper is based mostly on documentary analysis of mass media reports.
Findings
This paper finds that this new wave of anti-mainland protests has been characterized by its targeting of mainland tourists/immigrants, its militancy, its concentration in the New Territories, its constituent membership of people from society’s grassroots, its dependence on e-mobilization and its poor image in Hong Kong’s mass media. In addition, this paper has identified the complex interplay between the influx of tourists/immigrants, the increase of social inequality, the emergence of a localist discourse, the formation of localist organizations and the setbacks to the democracy movement that are the underlying socio-political factors that have sparked this new wave of anti-mainland protests.
Social implications
Anti-mainland protests have profound implications for Hong Kong politics since they deepen socio-political polarization, have transformed the mode of protesting in Hong Kong society and threaten the prospects for the national reunification of Greater China.
Originality/value
This paper may be one of the first academic papers to examine the anti-mainland protests. Instead of taking a pro-Beijing or anti-mainland approach, this paper takes a neutral position and offers an objective analysis of the anti-mainland protests.
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This article investigates social history in Hong Kong and compares their community transformation with two Tin Hau temples in Hong Kong, namely the Sai Kung Tin Hau and Hip Tin…
Abstract
Purpose
This article investigates social history in Hong Kong and compares their community transformation with two Tin Hau temples in Hong Kong, namely the Sai Kung Tin Hau and Hip Tin Temple and Shaukiwan Tin Hau Old Temple.
Design/methodology/approach
The paper is conducts a historical comparison to evaluate the vitality of traditional regions in Hong Kong with particular attention to the extent and intensity of its religious practice.
Findings
The paper fills a gap in the literature by comprehensively investigating Chinese temple related societies and communities. Most previous studies of Chinese temples and their rituals have treated them in isolation from their political contexts, emphasizing topics such as iconography over details of temple communities and their relationships with other elements of the social structure.
Originality/value
The research works from the point of view how the religious situation reflects important social characteristics and transformation of Shaukiwan and Sai Kung which were contemporary urban communities.