Ibrahim Lewis Mukattash, Ala' Omar Dandis, Robert Thomas, Mohammad B. Nusair and Tareq Lewis Mukattash
The overall objective of this research is to “explore whether shock advertising has a long-lasting positive effect on the smoking cessation among smoking Jordanians in a country…
Abstract
Purpose
The overall objective of this research is to “explore whether shock advertising has a long-lasting positive effect on the smoking cessation among smoking Jordanians in a country where smoking is a deep-rooted social norm.”
Design/methodology/approach
This research is an exploratory qualitative research. A purposeful sampling technique was used to select participants from a mall intercept and randomly divided into groups of seven. Each group was interviewed in two different focus group sessions (four weeks apart). All focus groups were audio-recorded, transcribed and analyzed using thematic analysis.
Findings
A total of 41 participants took part in the focus group session. Most participants were smokers or second-hand smokers. “Three overarching themes were generated from the focus groups: previous anti-smoking campaign experience, shock advertising (SA) impact and drawbacks of SA. All participants reported that they have never been exposed to shocking adverts, and the shock appeal has never been applied in any of the anti-smoking or health awareness campaigns in Jordan. This research revealed that incorporating images of children with a mixture of emotional and fear appeals is effective in targeting Jordanian parents' negative consumptive behaviors, which may harm other individuals, especially children. Moreover, most participants commented that the effects of shock adverts would be very short term and would not likely change behaviors”.
Originality/value
This research contributes both “theoretically and practically to the value and effectiveness of shock advertising. This research area is overlooked in MENA countries, particularly Jordan”.
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Helen M. Dah, Robert J. Blomme, Arie Kil and Ben Q. Honyenuga
This chapter investigates the effect of customer orientation and CRM organization on hotel financial performance. A model of enhancing hotel financial performance through customer…
Abstract
This chapter investigates the effect of customer orientation and CRM organization on hotel financial performance. A model of enhancing hotel financial performance through customer satisfaction practices was tested. Customer satisfaction was hypothesized to be a mediator in the relationships between customer orientation and CRM organization and the result being financial performance. The sample consisted of 54 hotels that was made up of three 5-star, fifteen 4-star, and thirty-six 3-star hotels in Ghana. A quantitative deductive approach was employed to gather data using cross-sectional survey, which was analyzed using PLS-SEM to check the validity, reliability and factor loading of the data. The findings revealed that, CRM organization enhances customer satisfaction and financial performance of hotels. Also, customer orientation showed significant positively related to customer satisfaction in the hotels. Surprisingly, the effects of CRM organization and customer orientation on financial performance through customer satisfaction were insignificant. Thus, customer satisfaction failed to mediate the effect of CRM organization and customer orientation on the financial performance of hotels. This suggests that though an effective CRM organization enhances customer satisfaction, it directly affects the financial performance of hotels. The outcomes have useful implications for CRM implementation on hotel financial performance in Ghana.
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Helen M. Dah, Robert J. Blomme, Ad Kil and Ben Q. Honyenuga
This study focuses on the factors that determine the readiness of hotels to implement customer relationship management (CRM) in hotels within the context of Ghana. The sample…
Abstract
This study focuses on the factors that determine the readiness of hotels to implement customer relationship management (CRM) in hotels within the context of Ghana. The sample consisted of 292 employees (restaurant managers, customer service officers, customer relations' officers, and marketing managers) from 3- to 5-star hotels. The study adopted a quantitative deductive approach to collected data using cross-sectional survey, which was analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). The findings revealed that management change initiatives and culture have significant impact on organizational readiness to implement CRM in hotels, specifically Ghana. Also, the organizational culture partly mediates management change initiatives and organizational readiness to implement CRM activities. On the other hand, use of technology proved not to mediate management change initiatives and organizational readiness as the relationship proved not to be significant. Also, culture and use of technology have not mediated management change initiatives and organizational readiness as the indirect path proved not to be significant. The outcomes have useful implications for CRM adoption by hotel managers.
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Mohamed Alblooshi, Mohammad Shamsuzzaman and Salah Haridy
This study explores the role of leadership in organisational innovation by reviewing several publications that discuss the relationship between various leadership styles and…
Abstract
Purpose
This study explores the role of leadership in organisational innovation by reviewing several publications that discuss the relationship between various leadership styles and innovation.
Design/methodology/approach
The study followed a descriptive research methodology by reviewing 64 journal articles on the relationship between various leadership styles and innovation. The articles were analysed descriptively and then reviewed based on the leadership style it discusses to derive meaningful findings on the relationship between leadership and innovation.
Findings
Various leadership styles had a positive impact on organisational innovation either directly or indirectly, by influencing the organisational climate, employees' and leaders' behaviours or other organisational variables such as learning and knowledge sharing. Some leadership styles had both direct and indirect impacts on organisational innovation.
Research limitations/implications
This study collected journal articles published in almost all major electronic databases such as Emerald, ScienceDirect, Taylor & Francis and Scopus. However, the review is limited to journal articles in which the title, abstract or author-specified keywords contain the search terms “leadership” and “innovation,” and published between 2000 and 2019. Therefore, this review may miss some relevant research insights mentioned in the literature that discussed innovation or leadership separately not combined.
Originality/value
This study contributes to the existing body of research on leadership and innovation by extensively discussing the role of various leadership styles in determining organisational innovation. The analysis reveals that prior studies had many limitations and focused on specific leadership styles only. The study goes a step further by explaining how the leadership and innovation aspects are related, and classifying various leadership styles according to their impact on organisational innovation being direct, indirect or both.
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The aim of this paper is to evaluate empirically the impact of oil price fluctuations on the relationship between banking sector development and economic growth in oil-importing…
Abstract
Purpose
The aim of this paper is to evaluate empirically the impact of oil price fluctuations on the relationship between banking sector development and economic growth in oil-importing MENA countries.
Design/methodology/approach
The study used the newly developed panel autoregressive distributed lagged (ARDL) approach in order to address any potential endogeneity between research variables.
Findings
The empirical results show a unidirectional causality in the long run from oil price to both economic growth and banking sector development for oil-importing countries. Also, banking sector development not only leads directly to economic growth but also can play a moderator role in the oil price—economic growth nexus.
Research limitations/implications
The study has two principal limitations. On the one hand, this study was conducted in a relatively limited sample of countries. On the other hand, the study did not consider others indicators for banking sector development and others macroeconomic variables.
Practical implications
The results found have imperative implications for banks' managers, regulators and researchers. Bank managers should be more concerned with the negative repercussions of oil price fluctuations on the development of their banks. The regulatory authorities must emphasize policies and strategies to further strengthen their banking sector in order to alleviate the negative influence of oil price shocks on economic growth. Researchers focused on finance-growth nexus must take into account the potential influence of oil price shocks.
Originality/value
The developed conceptual model allows examining to what extent the oil price fluctuations might affect the relationship between economic growth and banking sector development. This effect is neither evaluated nor clarified in the relevant literature.
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Nedra Bahri-Ammari and Khaldoon Nusair
This study aims to show the contribution of the determinants of customer relationship management (CRM), namely, customer-centric organizational culture and customer-centric…
Abstract
Purpose
This study aims to show the contribution of the determinants of customer relationship management (CRM), namely, customer-centric organizational culture and customer-centric management system, in explaining CRM performance. The moderating role of employee support has also been examined.
Design/methodology/approach
A questionnaire was administered to 406 CRM users in 15 four- and five-star hotels in Tunisia. Data were analyzed using structural equation modeling.
Findings
The results show that a consumer-centric managerial system positively affects CRM technology. Managerial system contributes to have an efficient CRM technology implemented that provides sales force with customer information, competitor information, leads for cross-sell/up-sell opportunities, tracks product availability and measures customer loyalty. These dimensions are negatively affected by a consumer-centric organizational culture. CRM technology once implemented with an adapted consumer-centric vision will enhance the CRM performance. Moreover, the use of CRM technology by employees leads to higher performance. CRM performance can improve when different CRM components are used and supported by employee. Exchange of relevant information that provides technology can improve in regaining lost customers, in acquiring customers and in improving the total return per customer and reducing customer migration.
Practical implications
The findings help managers to consider adopting a customer-oriented CRM strategy that considers all the variables that may affect the performance of this technology (initiation, maintenance and retention). Companies will be able to reconsider some notions related to CRM strategies: restructuring the human factor, disseminating information, changing hotel culture and training of users.
Originality/value
This study is the first to explain CRM performance in Tunisian hotels. It helps to highlight the importance of the visitors’ behavior in hotels, which explains, among other things, the difficulty of maintaining long-lasting relationship with hotel guests, despite a good system management and a good customer-centric culture.
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Joe Choon Yean Chai, Naresh K Malhotra and Satyabhusan Dash
– The purpose of this study is to investigate the impact of relational bonding on intention and loyalty and the mediating role of commitment foci in the service context.
Abstract
Purpose
The purpose of this study is to investigate the impact of relational bonding on intention and loyalty and the mediating role of commitment foci in the service context.
Design/methodology/approach
The study used a cross-sectional and quantitative mail survey approach. Bank customers in New Zealand were surveyed, and multiple analytical techniques were used to measure the relationships between consumer bonding, commitment foci and loyalty behavioral intentions and the mediating role of commitment foci in service relationships.
Findings
The results confirm that commitment foci or targets of commitment are important mediators in the relationships between bonding and loyalty-related behavioral intentions. The findings provide new theoretical knowledge about the mediating effect of the commitment foci in service relationships and significantly enhance knowledge about consumers’ intention and loyalty.
Practical implications
The research provides several noteworthy insights into the role of social and structural bonding in consumers’ commitment and loyalty in the service context, as well as provides an important implication for segmentation.
Originality/value
The study contributes to the service research on consumers’ intention and loyalty behavior toward the commitment foci. Introducing the role of commitment foci as a mediating mechanism within the context of a service encounter is new in the services marketing literature. This study provides a better understanding of consumers’ perceptions of and behaviors toward the commitment foci, as well as their intention and loyalty.
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Noor Fareen Abdul Rahim, Abdul Rahman Jaaffar, Mohammad Nizam Sarkawi and Jauriyah binti Shamsuddin
The change in Malaysian financial environment can be attributed to digitalization as banks are racing to digital maturity by 2020. Historically in Malaysia, the use of credit card…
Abstract
The change in Malaysian financial environment can be attributed to digitalization as banks are racing to digital maturity by 2020. Historically in Malaysia, the use of credit card was a Fintech development in the 1950s to help Malaysians minimize the burden in carrying cash all the time. The aim of financial technology in the 1990s was to encourage bank customers to use the online banking system instead of only automated teller machine. Fintech services are swiftly interrupting banks' services globally. Similarly, Malaysia's banking sector is experiencing the interruption since as more Fintech organizations are innovating new Fintech service to improve convenience for clienteles. Numerous regulatory agencies in Malaysia and the Malaysian government have set up several initiatives to encourage and provide a vigorous growth in the Malaysian Fintech and digital asset regulatory environment. Expectation Confirmation Model, Technology Acceptance Model, and Cognitive Model are viewed as the most popular frameworks that discuss the continuous intention to use information system. The combination of these three models has led to the creation of Technology Continuance Theory (TCT). TCT postulates that five prominent constructs or antecedents are depicted as key indicators in explaining the users' intentions for continuous use: (1) confirmation, (2) perceived usefulness, (3) perceived ease of use, (4) satisfaction, and (5) attitude. Furthermore, TCT adds to the argument on the consumers' continuance adoptions by assimilating satisfaction and attitude into a single construct.
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Mohammad Nabil Almunawar, Heru Susanto and Muhammad Anshari
The emergence of innovative internet-based reservation systems (iReservation systems) is threatening the sustainability of retail travel agencies (TAs) in Brunei Darussalam. With…
Abstract
Purpose
The emergence of innovative internet-based reservation systems (iReservation systems) is threatening the sustainability of retail travel agencies (TAs) in Brunei Darussalam. With the friendliness and convenience offered by iReservation systems, many customers nowadays prefer to book their tickets and accommodations online. The purpose of this paper is to assess the impact of iReservation systems on TAs in Brunei Darussalam. In other words, the authors are interested to find out how TAs and customers react to iReservation systems.
Design/methodology/approach
To fulfil this objective, surveys were conducted on both the responses from TAs and their customers regarding iReservation systems in Brunei Darussalam.
Findings
Most individual customers prefer to book their tickets and accommodations through iReservation systems. However, government and corporate customers still prefer to book tickets and accommodation by TAs. Most TAs are affected by iReservation systems either negatively or positively, depending on how TAs respond with their sustaining strategies such as segmentation, targeting and positioning in the market.
Originality/value
It is clear that without proper strategies in facing turbulent changes in the tourism industry, eventually traditional TAs will be disintermediated.
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The primary objective of this investigation was to explore how employees’ utilization of social media for work-related purposes impacts their service innovation behavior, both…
Abstract
Purpose
The primary objective of this investigation was to explore how employees’ utilization of social media for work-related purposes impacts their service innovation behavior, both directly and through the intermediary mechanisms of knowledge management and employees’ risk-taking.
Design/methodology/approach
In developing its conceptual framework, this study has drawn upon the stimulus-organism-response (SOR) theory. To test its hypotheses, this study has surveyed 241 financial analysts from ten Iranian financial companies and has employed variance-based structural equation modeling (specifically, PLS-SEM) with the assistance of “WarpPLS 8.0 software.”
Findings
The findings revealed that employees’ work-related use of social media positively influences their service innovation behavior using knowledge management, encompassing knowledge sharing and acquisition capability as well as employee risk-taking. However, this influence is not directly significant.
Originality/value
To the best of our knowledge, this study marks the first instance in which the effect of work-related use of social media on employee service innovation behavior directly and through the mediating roles of knowledge management and risk-taking has been investigated through the lens of the SOR paradigm, especially in the financial sector.