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Article
Publication date: 28 January 2025

Tamara Masters, Michael Swenson and Gary K. Rhoads Rhoads

Personnel, particularly frontline employees, represent the face of retailers and help promote the brand, enhancing customer loyalty and satisfaction through positive interactions…

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Abstract

Purpose

Personnel, particularly frontline employees, represent the face of retailers and help promote the brand, enhancing customer loyalty and satisfaction through positive interactions. This research examines retailing versus non-retailing marketing positions to uncover factors that can increase job satisfaction in retail: work environment factors, job characteristics and psychological factors. These factors allow for a holistic view of today’s competitive market that addresses human motivation theory and reveals important insights for attracting and retaining retail talent who can provide compelling, positive experiences for customers.

Design/methodology/approach

Survey research provided the means to collect data and compare retailing versus non-retailing marketing positions. A paid online panel of 2,334 marketing and retail professionals yielded 659 completed surveys. To capture workplace experience of retailers and other marketing professionals, the study measured work environment factors (compensation, customers, recognition received, supervisor support and co-workers), job characteristics (performance feedback, power and control, work variety, autonomy and altruistic opportunity) and psychological factors (job stress, work overload, role conflict and job burnout).

Findings

The findings suggest that job characteristics, psychological outcomes, organizational factors, family support and altruistic opportunity affect retail employee satisfaction. These findings offer actionable responses for retailers in their quest to attract and retain retail employees in today’s competitive job market and, in turn, enrich the customer experience journey.

Research limitations/implications

Competition for the best marketing people to work in retail and avoiding negative interactions between retail employees and customers can be expected to increase brand competitiveness. This research was based on survey responses of individuals in marketing positions suggesting individuals that care about their marketing careers. This research has implications for marketing leadership with regard to critical issues of today’s retail personnel. There is an opportunity to make a difference. Without highly satisfied employees, retail will continue to face challenges in finding and keeping individuals who enhance the customer journey and promote desirable brand experiences. Research consistently shows that when job characteristics, satisfiers and stress are negative aspects of the job, people shift to other jobs that provide more personal career fulfillment (Leider et al., 2016; Stamolampros et al., 2019). Even carefully executed digital marketing, strategic data analytics, aesthetics and promotions cannot drive customers to become raving fans of a retail brand without satisfied employees. Retail personnel are critical as they represent the brand and have a significant impact on the customer experience. With limited resources available to retail management, a priority could be in recruiting and training managers to attract and retain the best retail workers and improve the customer experience. Creating positive customer connections is critical in retail.

Practical implications

Practically, this research provides insight into specific areas that need strategic management action to make retail more appealing.

Originality/value

The study provides an overview and comparison of the key aspects of job satisfaction in retail marketing positions compared with non-retail marketing positions.

Details

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

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Article
Publication date: 1 July 1996

Joel Herche, Michael J. Swenson and Willem Verbeke

Argues that salesforce research has typically been conducted in the USA, and that US researchers have developed the theories, designed the research, and interpreted the results…

3849

Abstract

Argues that salesforce research has typically been conducted in the USA, and that US researchers have developed the theories, designed the research, and interpreted the results. Notes that the majority of subjects and respondents in studies designed to test the US theories have been sales personnel in the USA. Assesses the appropriateness of administering personal selling measures to sales personnel outside the country/culture where the measures were developed. Investigates two paradigms of measurement transport: emic (culture specific) and etic (global). Evaluates the psychometric properties of two popular personal selling measures, SOCO and ADAPTS, in a cross‐national context, revealing mixed support for the etic approach.

Details

European Journal of Marketing, vol. 30 no. 7
Type: Research Article
ISSN: 0309-0566

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Article
Publication date: 1 June 2001

Casey L. Donoho, Michael J. Polonsky, Scott Roberts and David A. Cohen

Confirms the empirical test of Hunt and Vitell’s general theory of marketing ethics by Mayo and Marks across four cultures. Uses path analysis to show the core relationships of…

1794

Abstract

Confirms the empirical test of Hunt and Vitell’s general theory of marketing ethics by Mayo and Marks across four cultures. Uses path analysis to show the core relationships of the general theory of marketing ethics were successfully replicated using over 1,500 students from seven universities in the USA, Canada, the Netherlands, and Australia. States that tomorrow’s managers appeared to use a more deontological approach to making ethical judgements about personal selling. Extends its original research by confirming the positive relationship between the probability and the desirability of consequences. Concludes that, although the model was originally intended to explain management ethical decision making, the study shows that it may be possible to generalize as to how individuals make ethical life decisions.

Details

Asia Pacific Journal of Marketing and Logistics, vol. 13 no. 2
Type: Research Article
ISSN: 1355-5855

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Article
Publication date: 10 December 2019

Michael LaMagna, Erica Swenson Danowitz and Andrea Rodgers

Academic libraries continue to invest in eBooks to ensure access to content in various formats. This paper aims to examine eBook acquisition models, including patron-driven…

679

Abstract

Purpose

Academic libraries continue to invest in eBooks to ensure access to content in various formats. This paper aims to examine eBook acquisition models, including patron-driven acquisitions, one-time purchases, focused collection subscriptions or large-scale subscriptions, to better understand how users engage with this content based on usage data.

Design/methodology/approach

Usage data provide insights into eBook acquisition and how access models influence use. This study defines the acquisition model for each eBook purchase. Data were examined to determine usage by acquisition model and cost-per-use.

Findings

This paper finds that for a large suburban community college, a large-scale subscription model has the lowest cost-per-use and serves the largest portion of students. Focused collection subscriptions supported small, specialized programs in the Allied Health, Emergency Services, and Nursing fields.

Originality/value

This paper examines how eBooks are acquired to determine which model best serves an academic library community, specifically a community college library, which is currently underrepresented in the literature.

Details

Collection and Curation, vol. 39 no. 2
Type: Research Article
ISSN: 2514-9326

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Article
Publication date: 1 June 2005

Keith D. Swenson

Aims to discuss the development of workflow standards in the context of the internet.

3484

Abstract

Purpose

Aims to discuss the development of workflow standards in the context of the internet.

Design/methodology/approach

Outlines the history behind process interoperability standards such as Wf‐XML and BPEL4WS.

Findings

Concludes that it will take a while for the dust to settle and the winners of the current standards battles to emerge.

Originality/value

Provides a useful source of information on workflow and web service standards.

Details

Business Process Management Journal, vol. 11 no. 3
Type: Research Article
ISSN: 1463-7154

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Article
Publication date: 1 April 2003

Georgios I. Zekos

Aim of the present monograph is the economic analysis of the role of MNEs regarding globalisation and digital economy and in parallel there is a reference and examination of some…

101306

Abstract

Aim of the present monograph is the economic analysis of the role of MNEs regarding globalisation and digital economy and in parallel there is a reference and examination of some legal aspects concerning MNEs, cyberspace and e‐commerce as the means of expression of the digital economy. The whole effort of the author is focused on the examination of various aspects of MNEs and their impact upon globalisation and vice versa and how and if we are moving towards a global digital economy.

Details

Managerial Law, vol. 45 no. 1/2
Type: Research Article
ISSN: 0309-0558

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Article
Publication date: 1 May 2000

Erica Swenson Danowitz

71

Abstract

Details

Electronic Resources Review, vol. 4 no. 6
Type: Research Article
ISSN: 1364-5137

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Article
Publication date: 15 May 2017

Harry A. Taute, Jeremy J. Sierra, Larry L. Carter and Amro A. Maher

The purpose of this paper is to explore and replicate the indirect effect of smartphone brand tribalism on purchase intent via brand pride and brand attitude.

3186

Abstract

Purpose

The purpose of this paper is to explore and replicate the indirect effect of smartphone brand tribalism on purchase intent via brand pride and brand attitude.

Design/methodology/approach

Using survey data from 190 US (Study 1) and 432 Qatari (Study 2) smartphone consumers, path analysis is used to evaluate the hypotheses.

Findings

For these disparate samples, only the defense of the tribal brand dimension of brand tribalism influences brand pride, which in turn leads to a sequential process of brand attitude and purchase intention.

Research limitations/implications

Using only smartphone data from the USA and Qatar may hinder external validity. As effect sizes in this context are understood, researchers have additional benchmarks for future brand tribalism and brand pride research.

Practical implications

The psychological underpinning and presence of brand tribes in society cannot be overlooked by strategists. Such tribal-laden following is too evident within smartphone communities. By further understanding the effect of brand tribalism on brand pride and subsequent attitudinal response and behavioral intent, marketers and brand leaders are in an improved position to develop strategies that appeal to targeted customers, ultimately growing and strengthening their brand value.

Originality/value

Supported by the anthropological view of brand tribalism, this paper contributes to the branding literature by examining the indirect effect of brand tribalism on purchase intention via brand pride and brand attitude. The posited model, previously untested and replicated here across two ethnically diverse samples, shows more explanatory power for defense of the tribal brand on brand pride as compared to the other brand tribalism dimensions. A novel and valid, multi-item brand pride measure is also developed.

Details

Journal of Product & Brand Management, vol. 26 no. 3
Type: Research Article
ISSN: 1061-0421

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Article
Publication date: 1 February 1981

David D. Ginsburg

It's been three years since my previous survey in RSR. Superb reference books in pop music have been appearing so frequently that I've been having trouble keeping up. Let's hope…

164

Abstract

It's been three years since my previous survey in RSR. Superb reference books in pop music have been appearing so frequently that I've been having trouble keeping up. Let's hope “next year's” survey will only be 12 months in the making and not 36.

Details

Reference Services Review, vol. 9 no. 2
Type: Research Article
ISSN: 0090-7324

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Book part
Publication date: 9 August 2022

Deirdre Macleod

Over the past 15 years, there has been a growing interest in the potential of movement-based artistic practices for exploring aspects of the urban experience. As a visual artist…

Abstract

Over the past 15 years, there has been a growing interest in the potential of movement-based artistic practices for exploring aspects of the urban experience. As a visual artist and a geographer, I have become increasingly interested in how the movement-based practice of performative walking might be used as an ‘inventive method’ for examining and understanding aspects of how we live in cities.

In this chapter, I draw upon the insights gained from four recent projects to explore performative walking's potential as a mode of enquiry. These projects were conducted in and around Edinburgh, Scotland, between 2016 and 2019. Each project was designed to create an affective ‘friction’ and enhance participants' sensitivity to space and place through practices such as hyper-slow walking, repetitive walks, walking in the dark and creating spaces for imaginary games. The projects demonstrated to me that performative walking can help uncover emotional and hidden geographies by combining, and bringing to bear upon these spaces, the visual, sensory, historical, mythical, remembered, personal, projected and, importantly, the imagined.

I conclude that performative walking is a valuable form of research which should be given parity with other forms of urban inquiry, such as public consultations, in dialogues about our future cities. Furthermore, I propose that attempts should be made by those interested in developing ‘inventive’ methods in urban inquiry, including those interested in developing creative geographies, to evaluate more systematically the contribution that performative walking might make to ways in which we understand, and develop, our cities.

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