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Article
Publication date: 23 March 2012

Ilias Santouridis, Panagiotis Trivellas and Georgios Tsimonis

The purpose of this paper is to examine the applicability of the electronic service quality measurement instrument E‐S‐QUAL and its factor structure in the context of e‐commerce…

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Abstract

Purpose

The purpose of this paper is to examine the applicability of the electronic service quality measurement instrument E‐S‐QUAL and its factor structure in the context of e‐commerce in Greece. Also, to investigates the effects of E‐S‐QUAL factors on customer perceived overall quality, value and loyalty.

Design/methodology/approach

Field research was conducted by using a structured questionnaire, utilizing the E‐S‐QUAL model and replicating the work of the model's developers. Principal component analysis, reliability tests and multiple regression analyses were performed to both confirm the scale factor structure and answer the research questions.

Findings

The analysis of the research data confirmed the four factor structure of E‐S‐QUAL in the context of e‐commerce in Greece and produced similar results to those of the initial research. Efficiency was proved to be the highest ranked dimension since it has a significant positive effect on all three dependent variables, namely perceived overall quality, value and loyalty. Privacy has a positive significant effect on both perceived overall quality and value. Fulfillment was found to have a significant positive effect only on perceived overall quality, while service availability affects positively only perceived value.

Originality/value

The present study contributes to the examination of E‐S‐QUAL's applicability in different settings and to the verification of its factor structure. Moreover, the study provides useful insight into the effect of electronic service quality on customer perceived value and loyalty.

Details

International Journal of Quality and Service Sciences, vol. 4 no. 1
Type: Research Article
ISSN: 1756-669X

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Article
Publication date: 29 April 2014

Georgios Tsimonis and Sergios Dimitriadis

The purpose of this paper is to: first, examine why companies create brand pages in social media, how they use them, what policies and strategies they follow, and what outcomes do…

71963

Abstract

Purpose

The purpose of this paper is to: first, examine why companies create brand pages in social media, how they use them, what policies and strategies they follow, and what outcomes do they expect; and second – from firms’ point of view – how users are benefited from such pages.

Design/methodology/approach

A qualitative study approach was employed for this study. Data were collected from personal interviews with 14 marketing managers responsible for the social media activity of their company, providing preliminary evidence about the actions firms take, the motivations that led them to getting involved, and the derived outcomes.

Findings

The main actions of the firm are making prize competitions, announcing new products/services, interacting with fans, providing advice and useful information, and handling customer service issues. The basic motivations are the increasing popularity of social media, competitors’ presence, headquarters’ strategy, and cost reduction pressure. Interact with customers, create/enhance relationships with customers, brand awareness, customer engagement, promote products/increase of sales, and the more targeted acquisition of new customers, were referred to as the main expected outcomes for companies.

Research limitations/implications

Given the qualitative nature of the study and the emerging field of research about social media, findings should be considered as preliminary and exploratory. Interviews with companies from more sectors and also with social media users will provide a more comprehensive view of the topic.

Practical implications

The paper identifies several opportunities for company managers, suggesting practices for effective social media handling.

Originality/value

Considering the rapid development of social media and their penetration in business marketing actions, this paper is an exploratory step toward the ways firms utilize social media channels.

Details

Marketing Intelligence & Planning, vol. 32 no. 3
Type: Research Article
ISSN: 0263-4503

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Article
Publication date: 7 October 2014

– This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting-edge research and case studies.

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Abstract

Purpose

This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting-edge research and case studies.

Design/methodology/approach

This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context.

Findings

The arrival of Web 2.0 represents one of the more striking technological developments of the new century. Social media has taken the Internet to new heights by enabling users to exploit different platforms to generate and share content. Business organizations have wisely become attuned to this trend. An increasing number are thus exploiting the scope of social media platforms as a means to target customers effectively. The ability of such media to transform the way information is exchanged furthers their appeal. Consumers are now able to actively engage with one another and also communicate more productively with firms.

Practical implications

The paper provides strategic insights and practical thinking that have influenced some of the world’s leading organizations.

Originality/value

The briefing saves busy executives and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy-to-digest format.

Details

Strategic Direction, vol. 30 no. 11
Type: Research Article
ISSN: 0258-0543

Keywords

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Article
Publication date: 26 July 2024

Mukta Srivastava, Sreeram Sivaramakrishnan and Neeraj Pandey

The increased digital interactions in the B2B industry have enhanced the importance of customer engagement as a measure of firm performance. This study aims to map and analyze…

445

Abstract

Purpose

The increased digital interactions in the B2B industry have enhanced the importance of customer engagement as a measure of firm performance. This study aims to map and analyze temporal and spatial journeys for customer engagement in B2B markets from a bibliometric perspective.

Design/methodology/approach

The extant literature on customer engagement research in the B2B context was analyzed using bibliometric analysis. The citation analysis, keyword analysis, cluster analysis, three-field plot and bibliographic coupling were used to map the intellectual structure of customer engagement in B2B markets.

Findings

The research on customer engagement in the B2B context was studied more in western countries. The analysis suggests that customer engagement in B2B markets will take centre stage in the coming times as digital channels make it easier to track critical metrics besides other key factors. Issues like digital transformation, the use of artificial intelligence for virtual engagement, personalization, innovation and salesforce management by leveraging technology would be critical for improved B2B customer engagement.

Practical implications

The study provides a comprehensive reference to scholars working in this domain.

Originality/value

The study makes a pioneering effort to comprehensively analyze the vast corpus of literature on customer engagement in B2B markets for business insights.

Details

Journal of Business & Industrial Marketing, vol. 39 no. 11
Type: Research Article
ISSN: 0885-8624

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Article
Publication date: 5 August 2014

Angeliki Vos, Catherine Marinagi, Panagiotis Trivellas, Niclas Eberhagen, Georgios Giannakopoulos and Christos Skourlas

– The purpose of this paper is to investigate risk reduction strategies in online shopping through the perspective of buyer’s trust.

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Abstract

Purpose

The purpose of this paper is to investigate risk reduction strategies in online shopping through the perspective of buyer’s trust.

Design/methodology/approach

An explanatory research approach is adopted to identify cause-and-effect relationships between e-quality and customers’ loyalty, satisfaction and trust. This approach is accomplished through field research, which is based on a structured questionnaire that utilizes the E-S-QUAL tool, which is a multiple-item general scale for measuring electronic service quality. The sample is consisted of 92 e-buyers (consumers).

Findings

The field research revealed that three e-quality dimensions, namely, ease of use, customization and assurance, e-scape and responsiveness, have significant positive effects on e-loyalty and e-satisfaction. Regarding e-trust, only customization and assurance exerts a significant positive effect.

Research limitations/implications

The field research provides in-depth understanding of relationships among e-loyalty, e-satisfaction and e-trust. The majority of the respondents are young people living in Athens, Greece, highly educated, with a relative low monthly income.

Originality/value

This study investigates how trust is affecting the consumers’ engagement to e-commerce, suggesting the appropriate security that should be taken to mitigate perceived risks. Reviewing security measures can help reduce risks of an e-company and simultaneously enforce the level of trust and customers' intentions to buy.

Details

Journal of Systems and Information Technology, vol. 16 no. 3
Type: Research Article
ISSN: 1328-7265

Keywords

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Article
Publication date: 5 September 2018

Gyan Prakash

The purpose of this paper is to review the service quality (SQ) literature in order to understand issues involved in its conceptualization and operationalization.

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Abstract

Purpose

The purpose of this paper is to review the service quality (SQ) literature in order to understand issues involved in its conceptualization and operationalization.

Design/methodology/approach

The paper uses systematic literature review method. The unit of analysis is peer-reviewed journal articles published during 1984 to 2017.

Findings

Findings suggest manufacturing, banking, information technology, higher education, healthcare are the top sectors contributing to the SQ literature. More than 60 models of the SQ have been identified. Service-driven capabilities may be structured along adaptation with strategic drivers and imperatives, learning and alignment, and problem structuring. In doing so the SQ literature is evolving across overlapping phases of conceptualization, expansion, re-conceptualization and integration.

Research limitations/implications

The paper contributes to the body of knowledge by presenting a unified synthesis of more than 814 articles published in the last three decades.

Practical implications

Insights from the paper will help practitioners in understanding customers’ expectations and accordingly configuring effective service delivery systems, setting standards and communicating value to end-customers. This in turn helps them in developing service-based competencies and achievement of competitive advantage.

Social implications

Insights from the paper may help in conceptualizing and delivering SQ-driven public services.

Originality/value

The paper synthesizes and presents various facets of the SQ as a unified body of knowledge.

Details

Journal of Advances in Management Research, vol. 16 no. 1
Type: Research Article
ISSN: 0972-7981

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