Search results

1 – 10 of 225
Per page
102050
Citations:
Loading...
Access Restricted. View access options
Article
Publication date: 6 September 2018

Estelle van Tonder, Daniël J. Petzer, Naomi van Vuuren and Leon T. De Beer

The purpose of this paper is to explore the proposed relationships between perceived usefulness (a dimension of perceived value), the relationship quality factors (competence…

2673

Abstract

Purpose

The purpose of this paper is to explore the proposed relationships between perceived usefulness (a dimension of perceived value), the relationship quality factors (competence trust and continuous commitment) and positive word-of-mouth intentions in an electronic banking setting.

Design/methodology/approach

A survey was conducted among 511 electronic banking customers.

Findings

Continuous commitment was found to mediate the relationships between perceived usefulness and competence trust with positive word-of-mouth intention, respectively.

Research limitations/implications

The results indicate the role of perceived value and relationship quality in contributing to positive word-of-mouth intention.

Practical implications

The findings could also guide banking institutions in managing their existing electronic banking customers more appropriately and to encourage them to engage in word-of-mouth behaviour that will convince other potential users of the benefits of the service.

Originality/value

Little is known on a mediated model noting the connection between perceived value, the relationship quality factors competence trust and continuous commitment and positive word-of-mouth intention. The findings provide more insight into the matter and accordingly contribute to the developing body of knowledge on perceived value, relationship quality and behavioural intention and their importance to the stream of research on positive word of mouth.

Details

International Journal of Bank Marketing, vol. 36 no. 7
Type: Research Article
ISSN: 0265-2323

Keywords

Access Restricted. View access options
Article
Publication date: 28 February 2020

Estelle van Tonder, Stephen G. Saunders and Leon T. de Beer

In the absence of direct employee involvement, customers sharing knowledge and know-how with other customers during self-service encounters is key for promoting service quality…

822

Abstract

Purpose

In the absence of direct employee involvement, customers sharing knowledge and know-how with other customers during self-service encounters is key for promoting service quality. This study assessed the extent to which customer support and help during self-service encounters could simply be explained by multiple motivations of the social exchange theory.

Design/methodology/approach

A survey approach was followed. The model was tested among 258 electronic banking customers in South Africa and later cross-validated among 253 electronic banking customers in Australia. Multi-group confirmatory factor analysis with country as the grouping variable, latent variable modelling and indirect tests were performed to assess interrelationships among diverse factors that may contribute to customer support and help during self-service encounters, as accounted for by motivations of the social exchange theory.

Findings

Adequate model fit was obtained for the combined structural model, which was based on the invariant model. Value contribution and competence affirmation, pleasure derived from helping, reciprocity and reputation enhancement are relevant motivations of the social exchange theory that may impact customer support and help through knowledge sharing.

Research implications

The study provides a simplified and more cohesive explanation of customers' motivations for engaging in customer support and helping behaviours during self-service encounters.

Practical implications

Service providers seeking guidance on knowledge sharing among customers, which may lead to greater service quality, should benefit from this research.

Originality/value

The findings contribute to greater understanding of social exchanges by customers who provide support and help to other customers during self-service encounters, and that ultimately may affect service quality.

Details

International Journal of Quality & Reliability Management, vol. 37 no. 4
Type: Research Article
ISSN: 0265-671X

Keywords

Access Restricted. View access options
Article
Publication date: 25 June 2020

Estelle van Tonder, Sam Fullerton and Leon T. de Beer

This study aims to provide novel insight into cognitive and emotional factors contributing to green customer citizenship behaviours, as mediated by green attitudes in general and…

2505

Abstract

Purpose

This study aims to provide novel insight into cognitive and emotional factors contributing to green customer citizenship behaviours, as mediated by green attitudes in general and moderated by culture.

Design/methodology/approach

The investigation was guided by the “value attitude behaviour hierarchy” and green customer emotions, which served as a framework for understanding the mediating effect of attitude on the relationships between cognitive and emotional factors (green consumption values and emotional affinity towards nature) and customer citizenship advocacy and feedback behaviours. Data was obtained from respondents in the USA and South Korea. Multi-group confirmatory factor analysis, structural equation modelling, bootstrapping and Wald tests were performed to conclude on the model and verify the moderating effect of culture on the indirect effects established.

Findings

In both countries, green consumption values and emotional affinity towards nature positively influence green attitudes and stimulate feedback behaviour. Green attitudes only predict advocacy in the USA. Culture moderates the majority of the indirect effects examined.

Research limitations/implications

The model presents a novel approach to stimulate green advocacy and feedback behaviours and may aid firms in closing the “green gap” and co-create value with customers. Firms could profit from customers advocating the benefits of green purchasing to other customers and providing feedback on interventions required that will convince reluctant customers to make a purchase.

Originality/value

This study offers a multicultural perspective on the connection between a novel set of cognitive and emotional factors and green customer citizenship advocacy and feedback behaviours that may directly and indirectly influence green purchasing, value co-creation and closing of the “green gap”.

Details

Journal of Consumer Marketing, vol. 37 no. 6
Type: Research Article
ISSN: 0736-3761

Keywords

Access Restricted. View access options
Article
Publication date: 1 June 1901

The institution of food and cookery exhibitions and the dissemination of practical knowledge with respect to cookery by means of lectures and demonstrations are excellent things…

51

Abstract

The institution of food and cookery exhibitions and the dissemination of practical knowledge with respect to cookery by means of lectures and demonstrations are excellent things in their way. But while it is important that better and more scientific attention should be generally given to the preparation of food for the table, it must be admitted to be at least equally important to insure that the food before it comes into the hands of the expert cook shall be free from adulteration, and as far as possible from impurity,—that it should be, in fact, of the quality expected. Protection up to a certain point and in certain directions is afforded to the consumer by penal enactments, and hitherto the general public have been disposed to believe that those enactments are in their nature and in their application such as to guarantee a fairly general supply of articles of tolerable quality. The adulteration laws, however, while absolutely necessary for the purpose of holding many forms of fraud in check, and particularly for keeping them within certain bounds, cannot afford any guarantees of superior, or even of good, quality. Except in rare instances, even those who control the supply of articles of food to large public and private establishments fail to take steps to assure themselves that the nature and quality of the goods supplied to them are what they are represented to be. The sophisticator and adulterator are always with us. The temptations to undersell and to misrepresent seem to be so strong that firms and individuals from whom far better things might reasonably be expected fall away from the right path with deplorable facility, and seek to save themselves, should they by chance be brought to book, by forms of quibbling and wriggling which are in themselves sufficient to show the moral rottenness which can be brought about by an insatiable lust for gain. There is, unfortunately, cheating to be met with at every turn, and it behoves at least those who control the purchase and the cooking of food on the large scale to do what they can to insure the supply to them of articles which have not been tampered with, and which are in all respects of proper quality, both by insisting on being furnished with sufficiently authoritative guarantees by the vendors, and by themselves causing the application of reasonably frequent scientific checks upon the quality of the goods.

Details

British Food Journal, vol. 3 no. 6
Type: Research Article
ISSN: 0007-070X

Access Restricted. View access options
Article
Publication date: 5 May 2015

Julio César Puche Regaliza

The purpose of this paper is to detect the degree of influence between applying the Viable Systems Model (VSM), developed by Stafford Beer, on a software project and its viability…

559

Abstract

Purpose

The purpose of this paper is to detect the degree of influence between applying the Viable Systems Model (VSM), developed by Stafford Beer, on a software project and its viability or success.

Design/methodology/approach

The authors performed a quantitative analysis in which it was necessary to identify theoretical constructs of the VSM (Systems One to Five) and of the viability or success of the software project, measuring each of the indicators together. These indicators have been included in a questionnaire or standardised measurement tool, which was subsequently used for data collection by a number of companies in the information and communications technology sector in Castilla y León. The obtained data served as the basis for a number of results through the definition of a structural equation model.

Findings

The results support the particular importance of Systems One and Four in a software project. In other words, software projects need to clearly define their operational elements (e.g. organisational units, business units, working environments, and working teams) and the relationships that appear between them. Additionally, in software projects it is necessary to determine the appropriate prevention actions to be able to observe the changes that take place in their environment and thus make decisions that allow the project to adapt to these changes.

Originality/value

The originality is based on the VSM application in software projects organisation. The value is based on VSM formalisation and practical application, to overcome the criticism about its abstract nature.

Details

Kybernetes, vol. 44 no. 5
Type: Research Article
ISSN: 0368-492X

Keywords

Access Restricted. View access options
Article
Publication date: 1 April 1901

The question has been recently raised as to how far the operation of the Sale of Food and Drugs Acts of 1875, 1879, and 1899, and the Margarine Act, 1887, is affected by the Act…

48

Abstract

The question has been recently raised as to how far the operation of the Sale of Food and Drugs Acts of 1875, 1879, and 1899, and the Margarine Act, 1887, is affected by the Act 29 Charles II., cap. 7, “for the better observation of the Lord's Day, commonly called Sunday.” At first sight it would seem a palpable absurdity to suppose that a man could escape the penalties of one offence because he has committed another breach of the law at the same time, and in this respect law and common‐sense are, broadly speaking, in agreement; yet there are one or two cases in which at least some show of argument can be brought forward in favour of the opposite contention.

Details

British Food Journal, vol. 3 no. 4
Type: Research Article
ISSN: 0007-070X

Access Restricted. View access options
Article
Publication date: 1 February 1901

At a recent inquest upon the body of a woman who was alleged to have died as the result of taking certain drugs for an improper purpose, one of the witnesses described himself as…

69

Abstract

At a recent inquest upon the body of a woman who was alleged to have died as the result of taking certain drugs for an improper purpose, one of the witnesses described himself as “an analyst and manufacturing chemist,” but when asked by the coroner what qualifications he had, he replied : “I have no qualifications whatever. What I know I learned from my father, who was a well‐known ‘F.C.S.’” Comment on the “F.C.S.” is needless.

Details

British Food Journal, vol. 3 no. 2
Type: Research Article
ISSN: 0007-070X

Access Restricted. View access options
Article
Publication date: 1 May 1901

The Sanitary Committee of a certain County Council, strong with the strength of recent creation, have lately been animated by a desire to distinguish themselves in some way, and…

52

Abstract

The Sanitary Committee of a certain County Council, strong with the strength of recent creation, have lately been animated by a desire to distinguish themselves in some way, and, proceeding along the lines of least resistance, they appear to have selected the Public Analyst as the most suitable object for attack. The charge against this unfortunate official was not that he is incompetent, or that he had been in any way negligent of his duties as prescribed by Act of Parliament, but simply and solely that he has the temerity to reside in London, which city is distant by a certain number of miles from the much favoured district controlled by the County Council aforesaid. The committee were favoured in their deliberations by the assistance of no less an authority than the “Principal” of a local “Technical School”;—and who could be more capable than he to express an opinion upon so simple a matter? This eminent exponent of scientific truths, after due and proper consideration, is reported to have delivered himself of the opinion that “scientifically it would be desirable that the analyst should reside in the district, as the delay occasioned by the sending of samples of water to London is liable to produce a misleading effect upon an analysis.” Apparently appalled by the contemplation of such possibilities, and strengthened by another expression of opinion to the effect that there were as “good men” in the district as in London, the committee resolved to recommend the County Council to determine the existing arrangement with the Public Analyst, and to appoint a “local analyst for all purposes.” Thus, the only objection which could be urged to the employment of a Public Analyst resident in London was the ridiculous one that the composition of a sample of water was likely to seriously alter during the period of its transit to London, and this contention becomes still more absurd when it is remembered that the examination of water samples is no part of the official duty of a Public Analyst. The employment of local scientific talent may be very proper when the object to be attained is simply the more or less imperfect instruction of the rising generation in the rudiments of what passes in this country for “technical education”; but the work of the Public Analyst is serious and responsible, and cannot be lightly undertaken by every person who may be acquainted with some of the uses of a test‐tube. The worthy members of this committee may find to their cost, as other committees have found before them, that persons possessing the requisite knowledge and experience are not necessarily indigenous to their district. Supposing that the County Council adopts the recommendation, the aspirations of the committee may even then be strangled in their infancy, as the Local Government Board will want to know all about the matter, and the committee will have to give serious and valid reasons in support of their case.

Details

British Food Journal, vol. 3 no. 5
Type: Research Article
ISSN: 0007-070X

Access Restricted. View access options
Article
Publication date: 1 March 1901

The Corporation of the City of London are about to appoint a Public Analyst, and by advertisement have invited applications for the post. It is obviously desirable that the person…

59

Abstract

The Corporation of the City of London are about to appoint a Public Analyst, and by advertisement have invited applications for the post. It is obviously desirable that the person appointed to this office should not only possess the usual professional qualifications, but that he should be a scientific man of high standing and of good repute, whose name would afford a guarantee of thoroughness and reliability in regard to the work entrusted to him, and whose opinion would carry weight and command respect. Far from being of a nature to attract a man of this stamp, the terms and conditions attaching to the office as set forth in the advertisement above referred to are such that no self‐respecting member of the analytical profession, and most certainly no leading member of it, could possibly accept them. It is simply pitiable that the Corporation of the City of London should offer terms, and make conditions in connection with them, which no scientific analyst could agree to without disgracing himself and degrading his profession. The offer of such terms, in fact, amounts to a gross insult to the whole body of members of that profession, and is excusable only—if excusable at all—on the score of utter ignorance as to the character of the work required to be done, and as to the nature of the qualifications and attainments of the scientific experts who are called upon to do it. In the analytical profession, as in every other profession, there are men who, under the pressure of necessity, are compelled to accept almost any remuneration that they can get, and several of these poorer, and therefore weaker, brethren will, of course, become candidates for the City appointment.

Details

British Food Journal, vol. 3 no. 3
Type: Research Article
ISSN: 0007-070X

Access Restricted. View access options
Article
Publication date: 1 September 1901

The Board of Agriculture, by virtue of the powers conferred upon them by the Sale of Food and Drugs Act, 1899, have made regulations whereby it may be presumed, until the contrary…

51

Abstract

The Board of Agriculture, by virtue of the powers conferred upon them by the Sale of Food and Drugs Act, 1899, have made regulations whereby it may be presumed, until the contrary is proved, that milk containing less than 8·5 per cent. of solids‐not‐fat, or less than 3 per cent of fat, is adulterated within the meaning of the Act. The suggested limit for fat in milk recommended by the special committee appointed by the Board of Agriculture was 3·per cent., and it will therefore be observed that the new regulations have fixed a standard for milk‐fat which is even lower than the low limit recommended by the committee. There are even rumours that a further lowering of this standard is to bo urged upon the authorities. Although from the point of view of Public Analysts and the officials responsible for the enforcement of the Food and Drugs Acts it is satisfactory that an official standard for the composition of milk has at last been set up, it is idle to suppose that the fixing of such a limit will materially improve the character of the milk‐supply as a whole. It should be remembered that milk which contains only 3 per cent of fat, although under the new regulations legally “genuine,” is, as a matter of fact, of the poorest quality, and is only produced by a cow when in bad condition, or by a particular breed of cow which is remarkable more for the quantity than for the quality of the fluid yielded. Producers and vendors of milk of good quality have been placed in a very unfortunate position by the new regulations, as the tendency of the trade will be to lower all milk to the official limits, with the result that those dealers who are still desirous of maintaining a high standard of quality will have to compete in the matter of price with less conscientious traders, who, taking advantage of the protection afforded by the regulations, will be enabled to sell to the public “genuine” milk, from which all “superfluous” fat has been removed. Gradation of quality in an article of food cannot, of course, be provided for by official regulation, and for the purpose of legal classification it is only possible to differentiate between legally “genuine” and adulterated articles. Therefore, in a legal sense, and also in a popular sense, a milk containing 4 per cent. of fat is no more “ genuine ” than one containing 3 per cent., although the former is, of course, a superior article. Competition in the dairy trade, which has of late years become very keen, will, as the result of the fixing of this standard, become more acute than before, and to keep their position it will be necessary for those milk‐vendors who are desirous of maintaining their reputation as vendors of milk of good quality to give to their customers some guarantee that their product is indeed superior to the legalised article. Any statements of the traders themselves upon this point will naturally be received by customers with reserve, as proceeding from an interested source, and the guarantee, to be effective, must therefore be given by an authority whose statements are above suspicion. It is hero that the system of Control will be found to be a necessity both to the milk dealer and milk consumer.

Details

British Food Journal, vol. 3 no. 9
Type: Research Article
ISSN: 0007-070X

1 – 10 of 225
Per page
102050