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Article
Publication date: 1 May 2007

Dee K. Knight, Hae‐Jung Kim and Christy Crutsinger

The purpose of this paper is to examine causal relationships between role stress, customer orientation, selling orientation, and job performance of retail salespeople.

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Abstract

Purpose

The purpose of this paper is to examine causal relationships between role stress, customer orientation, selling orientation, and job performance of retail salespeople.

Design/methodology/approach

The sample (n=259) was salespeople in eight units of a national department store located in the USA. Participants in the clothing, accessories, shoe, and home furnishings departments completed self‐administered questionnaires. To test the hypotheses, structural equation was employed using AMOS 4.0.

Findings

Role stress (i.e. role conflict and role ambiguity) affected customer orientation and also had direct and indirect effects on job performance mediated by customer orientation. The impact of role conflict was negative on customer orientation, but positive on selling orientation and job performance.

Practical implications

Retail managers are instrumental in creating a culture conducive to the practice of customer orientation and the degree to which retail salespeople experience role stress.

Originality/value

This study is notable because it investigated the intuitively plausible question of whether customer‐orientated behavior mediates the effects of role stress on retail salespeople's job performance.

Details

International Journal of Retail & Distribution Management, vol. 35 no. 5
Type: Research Article
ISSN: 0959-0552

Keywords

Available. Content available
Article
Publication date: 1 May 2007

John Fernie

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Abstract

Details

International Journal of Retail & Distribution Management, vol. 35 no. 5
Type: Research Article
ISSN: 0959-0552

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Article
Publication date: 30 July 2024

Zhieh Lor, Jihyang Choi and Hae Jung Oh

The modern high-choice news environment has changed the way people consume news. We examined the structure of news repertories, the role of news trust (and cynicism) in shaping…

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Abstract

Purpose

The modern high-choice news environment has changed the way people consume news. We examined the structure of news repertories, the role of news trust (and cynicism) in shaping news repertoires, and the effects of different news repertoires on political participation in the South Korean news environment, where news portals function as major news sources.

Design/methodology/approach

We conducted a two-wave national survey of adults in January and February 2022 with a three-week time interval. Latent profile analyses and latent profile regression were employed.

Findings

Four major news repertoires were identified: news portal-concentrated, portal and TV combination, all except print and SNS, and platform omnivores. Trust in mainstream news media was found to be high in the following order: platform omnivores, all except print and SNS, portal and TV combination, and portal-concentrated repertoires. Cynicism about mainstream media was found to be higher among the users of portal-concentrated repertoire than those using the other three repertoires. Those who rely mainly on news portals for news (i.e. portal-concentrated) were less likely to participate in politics.

Originality/value

This study provides comprehensive insights into how audience perceptions of trust and cynicism toward mainstream news media shape news consumption patterns in today’s high-choice media environment. In particular, the findings of this study illuminate the function of news portals as a substitute platform for those who exhibit lower trust and higher cynicism toward mainstream news media.

Details

Online Information Review, vol. 49 no. 1
Type: Research Article
ISSN: 1468-4527

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Article
Publication date: 3 February 2020

Hochan Jang and Minkyung Park

The purpose of this study is to document how a traditional residential neighborhood, Ihwa village in Seoul, South Korea, is transformed into a tourist attraction and demonstrate…

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Abstract

Purpose

The purpose of this study is to document how a traditional residential neighborhood, Ihwa village in Seoul, South Korea, is transformed into a tourist attraction and demonstrate the complexity of the overtourism phenomenon and the multifaceted conflicts among stakeholders that emerged in the course of urban transformation. Particularly, the study explores how tourism growth, urban transformation and overtourism are intertwined with each other and how the role of social media and media contributed to tourism growth and the transformation of an urban neighborhood.

Design/methodology/approach

The study conducted text analytics (a big data analysis) using personal blogs and news articles. Our data for text analytics was defined to retrieve all news articles and blogs existent in the NAVER portal, the largest Korean portal and search engine, for the period between January 1, 2006, and December 31, 2018. The data was collected using a web crawling program, TEXTOM version 3.0.

Findings

Text analysis of blog entries and news articles suggests that each medium has its unique role and domain to play. While the news media contributed to the initial surge of interest in Ihwa village, genuine growth of tourism in Ihwa village seems to be attributed to social media. Texts that appeared in blogs strongly indicated that people used their blogs to share their trip experiences, which can be subsequently assumed that blogs had an influential role in promoting a small place like Ihwa mural village, while news articles tended to highlight negative or unusual events occurred in Ihwa village. The study also addressed the multifaceted nature of the conflicts that were inherent in the issue of urban regeneration and how those conflicts were developed and manifested in the process of touristification and overtourism in Ihwa village. As touristification can manifest in various forms in different places, the case of Ihwa village demonstrates a unique development of touristification; private tourism companies or tourism agencies did not initiate or intend to cause tourism gentrification. Rather, touristification is a byproduct of urban revitalization through public art and is a result of interplay between the local government’s interest, social media and new tourist demand.

Originality/value

Text analytics using big data have rarely been attempted to understand the role of social media in relation to tourism growth and touristification of an urban tourism place. This study advances the literature by applying big data analysis to user-generated content in blogs. The study also contributes to the deeper understanding of a different developmental pattern of touristification in an urban tourism place as well as the complexity of the overtourism phenomenon and the multifaceted conflicts among stakeholders.

Details

International Journal of Tourism Cities, vol. 6 no. 1
Type: Research Article
ISSN: 2056-5607

Keywords

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Article
Publication date: 13 April 2015

Catherine Demangeot, Amanda J. Broderick and C. Samuel Craig

The purpose of this paper is to bring international marketing and consumer research attention to multicultural marketplaces as a new focal research lens. It develops a…

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Abstract

Purpose

The purpose of this paper is to bring international marketing and consumer research attention to multicultural marketplaces as a new focal research lens. It develops a conceptualisation of multicultural marketplaces, demonstrating why they constitute new conceptual territory, before specifying five key areas for research development.

Design/methodology/approach

The paper draws from seminal international marketing literature and other fields to propose perspective shifts, and suggest theories and frameworks of potential usefulness to the five research areas.

Findings

The paper conceptualises multicultural marketplaces as place-centred environments (physical or virtual) where the marketers, consumers, brands, ideologies and institutions of multiple cultures converge at one point of concurrent interaction, while also being potentially connected to multiple cultures in other localities. Five key areas for research development are specified, each with a different conceptual focus: increasing complexity of cultural identities (identity), differentiation of national political contexts (national integration policies), intergroup conviviality practices and conflictual relationships (intergroup relations), interconnectedness of transnational networks (networks), and cultural dynamics requiring multicultural adaptiveness (competences).

Research limitations/implications

For each research area, a number of research avenues and theories and frameworks of potential interest are proposed.

Originality/value

The paper demonstrates why multicultural marketplaces constitute new conceptual territory for international marketing and consumer research; it provides a conceptualisation of these marketplaces and a comprehensive research agenda.

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Article
Publication date: 17 August 2015

Arto Lindblom, Sami Kajalo and Lasse Mitronen

In the increasingly competitive retail environment, retailers’ ability to elevate frontline employees’ customer orientation (CO) can make the difference between the success and…

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Abstract

Purpose

In the increasingly competitive retail environment, retailers’ ability to elevate frontline employees’ customer orientation (CO) can make the difference between the success and failure of their stores. However, the question of how to enhance employee CO is a tricky one. It has been stated that employee CO is a stable work value or disposition that is consistent over time, and therefore, difficult to manage. However, one factor that might be an important driver of employee CO is the retailers’ ethical leadership behaviour. Accordingly, the purpose of this paper is to focus on exploring the links between retailers’ ethical leadership, frontline employee CO and frontline employee job satisfaction, job-related stress and turnover intentions.

Design/methodology/approach

For the purpose of this study, the authors develop five hypotheses about the retailers’ ethical leadership, frontline employee CO and frontline employee job satisfaction, job-related stress and turnover intentions. Using structural equation modelling, the authors test the hypotheses using a sample of 208 respondents from the Finnish retail industry.

Findings

As a first important contribution, the findings of the present study indicate that frontline employee perceptions of their retailer’s ethical leadership are strongly linked to employee CO. As a second contribution, our results suggest that employee CO is positively related to job satisfaction. As a third contribution, this study shows that frontline employee job satisfaction is negatively related to their turnover intentions.

Originality/value

This study contributes to service management and retail marketing literature by broadening the current understanding of the links between the ethical leadership of retailers, frontline employee CO and frontline employee job satisfaction, job-related stress and turnover intentions.

Details

Management Decision, vol. 53 no. 7
Type: Research Article
ISSN: 0025-1747

Keywords

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