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Article
Publication date: 16 August 2021

Mi Ryoung Chung and Jon Welty Peachey

Understanding the advantages of brand experience is important for brand managers to more effectively grow satisfied and loyal customers. To date, little research has examined the…

1726

Abstract

Purpose

Understanding the advantages of brand experience is important for brand managers to more effectively grow satisfied and loyal customers. To date, little research has examined the relationship between brand experience and customer satisfaction, uncertainty, and brand loyalty with sport products. Therefore, this study examined these relationships with golf club products in the golf industry.

Design/methodology/approach

Data were collected from golf players in South Korea (n = 386) through online surveys. Structural equation modeling (SEM) was utilized to examine the relationship between the variables.

Findings

The results revealed that brand experience influences golfers' uncertainty toward other brands. In other words, doubts about the brand will decrease when consumers experience sensory, affective, behavioral, and intellectual interactions with a brand. Interestingly, brand experience does not influence golfers' satisfaction as indicated by previous studies. Also, findings showed that just having experience with a brand does not lead to golfers' loyalty.

Originality/value

This study helps to understand how consumers' direct experiences influence brand beliefs and attitudes. Moreover, this study is significant for sport marketing practitioners since it explores an alternative marketing approach to brand differentiation, which has the potential to attract and retain more customers.

Details

Sport, Business and Management: An International Journal, vol. 12 no. 2
Type: Research Article
ISSN: 2042-678X

Keywords

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Article
Publication date: 12 September 2016

Denise Linda Parris, Adrien Bouchet, Jon Welty Peachey and Danny Arnold

Creating value through service innovation requires new processes and ways of communicating to multiple stakeholders. Institutions and stakeholders within the service ecosystem…

3756

Abstract

Purpose

Creating value through service innovation requires new processes and ways of communicating to multiple stakeholders. Institutions and stakeholders within the service ecosystem, however, often resist change. Adopting a new service strategy entails two distinct costs – monetary and psychological. The tensions between an organization’s need to generate incremental revenue and the challenges of balancing business as usual and the costs associated with service innovation are explored. Specifically, this paper aims to explore the adoption of a customer relationship management (CRM) technology solution in a bureaucratic setting, and the sequence of events needed for successful implementation, with emphasis on overcoming various barriers and hurdles.

Design/methodology/approach

A case study methodology is used to gather and analyze data on how the Arizona State University (ASU) athletic department responded to the changing competitive environment via adopting a CRM technology solution. Data collection consisted of ten semi-structured interviews.

Findings

The experience of ASU illustrates that the primary benefits of a CRM technology solution include the generation of incremental revenue, capturing data and personalized marketing. The main challenges are coordinating adoption, obtaining commitment, developing competency, estimating costs and creating content.

Research limitations/implications

A conceptual framework emerged from the data that describes the likelihood of a service technology’s successful implementation based upon the interaction of the strength of key actors, organizational situation perception and organizational commitment. The model extends the proposed duality of service innovation outcomes as either success or failure to acknowledge the likelihood of a partial implementation where marginal success is achieved.

Practical implications

The sequence of events needed for successful implementation of a service technology is highlighted, with emphasis on overcoming various barriers and hurdles. Implementation steps are provided, as well as a model to help pinpoint issues.

Originality/value

The case study provides insight for overcoming pitfalls and barriers to adopting a new service technology in a traditionally bureaucratic organization where resistance to change is the norm, and innovation is not.

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Article
Publication date: 8 March 2011

Janelle E. Wells and Jon Welty Peachey

This paper aims to investigate the relationship between leadership behaviors (transformational and transactional), satisfaction with the leader, and voluntary turnover intentions…

17394

Abstract

Purpose

This paper aims to investigate the relationship between leadership behaviors (transformational and transactional), satisfaction with the leader, and voluntary turnover intentions. In particular, it aims to investigate the mediation effect of satisfaction with the leader on the relationship between leadership behaviors and voluntary turnover organizational intentions.

Design/methodology/approach

Participants were 208 National Collegiate Athletic Association (NCAA) Division I softball and volleyball assistant coaches in the USA. Using the multifactor leadership questionnaire (MLQ – Form 5X) and an organizational turnover intent questionnaire, participants evaluated their head coach's leadership behavior, satisfaction with the leader, and their own organizational turnover intent.

Findings

Results revealed a direct negative relationship between leadership behaviors (transformational and transactional) and voluntary organizational turnover intentions. Also, satisfaction with the leader mediated the negative relationship between leadership behaviors (transformational and transactional) and voluntary turnover intentions.

Research limitations/implications

The study was limited by the use of professional associations to contact participants, the timing of the data collection, and the exploration of only one of numerous possible mediating variables. Several management implications are discussed, such as managers recognizing that both leadership behaviors can be the basis for effective leadership of work teams and for mitigating voluntary turnover intentions.

Originality/value

The paper's principal theoretical contribution is the addition of satisfaction with the leader as a mediating variable between transformational and transactional leadership behavior and voluntary organizational turnover intentions.

Details

Team Performance Management: An International Journal, vol. 17 no. 1/2
Type: Research Article
ISSN: 1352-7592

Keywords

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Article
Publication date: 28 October 2014

Jon Welty Peachey, Laura J. Burton and Janelle E. Wells

The purpose of this paper is to explore the influence of transformational leadership, organizational commitment, job embeddedness, and job search behaviors on voluntary turnover…

4143

Abstract

Purpose

The purpose of this paper is to explore the influence of transformational leadership, organizational commitment, job embeddedness, and job search behaviors on voluntary turnover intentions among senior administrators in intercollegiate athletics departments in the USA.

Design/methodology/approach

In total, 196 senior athletic administrators completed an online questionnaire assessing transformational leadership of the athletic director, organizational commitment, job embeddedness, job search behaviors, and voluntary turnover intentions. A model of turnover intentions was tested using structural equation modeling.

Findings

Results indicated that organizational commitment did not mediate the relationship between transformational leadership and job search behaviors, nor did job search behaviors mediate the relationship between organizational commitment and turnover intentions. However, job embeddedness moderated the relationship between organizational commitment and job search behaviors.

Research limitations/implications

While the study results cannot be generalized outside of the intercollegiate context, the findings further the understanding of variables influencing the relationship between transformational leadership and turnover, which can guide future research.

Practical implications

To limit job search and retain employees, managers would benefit from targeting retention efforts on employees with less organizational commitment and lower levels of job embededdness. Managers should strive to foster job embeddedness among employees.

Originality/value

This study examines potential mediating and moderating variables of the relationship between transformational leadership and voluntary turnover intentions, an area of inquiry that has not been fully explored in the literature.

Details

Leadership & Organization Development Journal, vol. 35 no. 8
Type: Research Article
ISSN: 0143-7739

Keywords

Available. Content available
Book part
Publication date: 10 December 2021

Lyndsay M.C. Hayhurst, Holly Thorpe and Megan Chawansky

Free Access. Free Access

Abstract

Details

Sport, Gender and Development
Type: Book
ISBN: 978-1-83867-863-0

Available. Content available
Article
Publication date: 1 March 2013

133

Abstract

Details

Team Performance Management: An International Journal, vol. 19 no. 1/2
Type: Research Article
ISSN: 1352-7592

Available. Content available
Article
Publication date: 2 March 2012

Fiona Lettice

581

Abstract

Details

Team Performance Management: An International Journal, vol. 18 no. 1/2
Type: Research Article
ISSN: 1352-7592

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