Neale J. Slack, Shavneet Sharma, Juraj Cúg and Gurmeet Singh
Little is known about the external stimuli, which trigger a change in a consumer's cognitive and affective state and lead to a consumer's willingness to pay a premium price…
Abstract
Purpose
Little is known about the external stimuli, which trigger a change in a consumer's cognitive and affective state and lead to a consumer's willingness to pay a premium price (WTPPP) behavioural response. This study aims to close this knowledge gap by providing insight into how a unique combination of antecedents affects consumer attitude toward purchasing free-range eggs and leads to a behavioural response, which is measured by consumer WTPPP for free-range eggs.
Design/methodology/approach
An online questionnaire was developed, with data collected from 392 Australian consumers. This study employs confirmatory factor analysis (CFA) to examine the measurement model before testing the hypothesised relationships using covariance-based structural equation modelling (CB-SEM).
Findings
The study reveals that the tested customer perceived value (CPV) dimensions, animal welfare and source credibility are positive stimuli of consumer attitude towards purchasing free-range eggs, which subsequently promotes consumer WTPPP for free-range eggs.
Research limitations/implications
Findings drawn from Australian consumers may not be generalisable to consumers from disparate contexts, and stimuli beyond those tested may influence consumer attitude and WTPPP.
Originality/value
This is one of the first studies to use the stimulus–organism–response (SOR) theory to investigate and contribute to extant knowledge and understanding of consumer behaviour relating to free-range eggs and specifically of consumer attitude towards purchasing and WTPPP for free-range eggs. This study offers practical implications for free-range egg farmers, retailers and policymakers.
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Neale J. Slack and Gurmeet Singh
The purpose of this study is to determine the effect of service quality on customer satisfaction and loyalty and the mediating role of customer satisfaction in the supermarket…
Abstract
Purpose
The purpose of this study is to determine the effect of service quality on customer satisfaction and loyalty and the mediating role of customer satisfaction in the supermarket sector.
Design/methodology/approach
In total, 480 supermarket customers participated in an intercept survey in four urban centres of Fiji. Descriptive statistics were used to determine the level of service quality provided by supermarkets, and inferential statistics to determine the gap between customer's service quality expectations and perceptions and to test the research hypotheses.
Findings
The findings indicate service quality of supermarkets is perceived as being unsatisfactory, service quality significantly affects customer satisfaction and loyalty and customer satisfaction partially mediates the relationship between service quality and customer loyalty reducing customer's perceptions of service quality, leading to lower customer loyalty.
Practical implications
This study provides an indication as to where supermarkets should target their marketing attention and scarce corporate resources and may help in their efforts to service, satisfy, retain and attract more long-term loyal customers in the increasingly competitive supermarket sector. This research could inform government policy makers in sequencing the supermarket sector transformation and assist local supermarkets to adapt to this changing retail landscape.
Originality/value
This study advances our understanding of the effect of service quality on customer satisfaction and loyalty and the mediating role of customer satisfaction in the supermarket sector.
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Gurmeet Singh, Neale J. Slack, Shavneet Sharma, Asheefa Shaheen Aiyub and Alberto Ferraris
This study examines the influence of service quality dimensions (food quality, physical environment quality and employee service quality) and brand image of fast-food restaurants…
Abstract
Purpose
This study examines the influence of service quality dimensions (food quality, physical environment quality and employee service quality) and brand image of fast-food restaurants on price fairness and its consequence on customer retention.
Design/methodology/approach
This survey collected 331 responses using the public intercept method. Data analysis involved performing confirmatory factor analysis (CFA) on the measurement model, followed by structural equation modeling. Moderation analysis was performed using SPSS (model1 in process macro), while mediation was performed using model 4 in process macro.
Findings
Empirical results of this study revealed the positive effect of restaurant service quality dimensions on price fairness and price fairness on customer retention. It also revealed that brand image strengthened the restaurant service-quality/price fairness interrelationship, and that customer satisfaction partially mediated the price fairness/customer retention interrelationship.
Research limitations/implications
Findings of this study are useful to marketers and fast-food restaurateurs in establishing the right combination of service quality dimensions and brand image that increase perceptions of price fairness and increase customer satisfaction and retention.
Originality/value
This study contributes to advancing the theoretical foundations of customers' perceived price fairness and retention research, specifically in the understudied fast-food sector of emerging economies. It extends the application of the equity theory to expose the direct and indirect influences on customer perceived price fairness and customer retention. The findings provide a better understanding of price fairness perceptions.
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Neale J. Slack, Gurmeet Singh, Jazbeen Ali, Reshma Lata, Karishma Mudaliar and Yogita Swamy
The purpose of this study is to investigate the effect of fast-food restaurant service quality (compound effect of food quality, physical environment quality and employee service…
Abstract
Purpose
The purpose of this study is to investigate the effect of fast-food restaurant service quality (compound effect of food quality, physical environment quality and employee service quality) and its dimensions (when acting independently) on customer perceived value, satisfaction and behavioural intentions.
Design/methodology/approach
Data was collected from 400 fast-food restaurant customers in Fiji using a public-intercept survey. The study used descriptive and inferential analysis. This research also used backward elimination multiple regressions to test the hypotheses of this study.
Findings
The compound effect of fast-food restaurant service quality dimensions on customer perceived value revealed food quality and physical environment quality are significant determinants of customer perceived value, however employee service quality is not. In contrast, the effect of the fast-food service quality dimensions acting independently on customer perceived value revealed the three dimensions are significant determinants of customer perceived value. Results also confirmed that customer perceived value is a significant determinant of customer satisfaction and customer satisfaction is a significant determinant of behavioural intentions.
Research limitations/implications
This study highlights to fast-food restaurateurs and marketers the importance of determining the compound effect of fast-food restaurant service quality dimensions, delivering the right combination of fast-food restaurant service quality dimensions to customers and not singling out dimensions in an attempt to enhance restaurant service quality.
Originality/value
This study makes important contributions towards understanding the compound effect of fast-food restaurant service quality dimensions and the independent effect of these dimensions on the formation of customer perceived value, customer satisfaction and behavioural intentions.
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Alba Yela Aránega, Alberto Ferraris, Gabriele Baima and Stefano Bresciani
Padmavathy Dhillon, Bharatendu Nath Srivastava and Chetan Joshi
This study aims to investigate the circumstances where the positive influences of leader’s self-confidence are weakened in situations of conflict management (CM) arising due to…
Abstract
Purpose
This study aims to investigate the circumstances where the positive influences of leader’s self-confidence are weakened in situations of conflict management (CM) arising due to innovation implementation. Specifically, this study tests the moderating influence of financial slack, internal opposition posturing and performance feedback on the relationship between self-confidence and conflict management styles (CMS). The findings are not complete.
Design/methodology/approach
This experimental study was conducted in two stages: In Stage 1, the authors studied moderating effects of financial slack (sound/unsound) and internal opposition posture (encouraging/ discouraging) on the relationship between leader’s self-confidence and CMS, namely, dominating, integrating and avoiding. In Stage 2, the authors studied the moderating effect of performance feedback (success/failure) on the relationship between leader’s self-confidence and three CMS. Data were collected from 268 senior-level Indian managers in Stage 1, out of which 235 managers also responded in Stage 2. These participants assumed the positions of chief executive officers (CEOs) within major Indian manufacturer specializing in electrical components, enabling us to empirically test the proposed model. Furthermore, a qualitative analysis of 10 semistructured interviews with Indian CEOs were conducted to enrich the discussion of the results.
Findings
Leader’s self-confidence determined the three CMS with highly self-confident leaders displaying irrational behavior in persisting with innovation through dominating style. Internal opposition posture and performance feedback exerted main effects on dominating style.
Research limitations/implications
This study supports behavioral decision theory of firm and escalation of commitment theory.
Practical implications
This study underscores the need for personality and self-awareness training amongst senior managers to mitigate irrational behavior due to excessive self-confidence and enhanced effective CM.
Originality/value
This study identifies a crucial boundary condition where high self-confidence in innovation implementation may lead to irrational behavior and ineffective CM.
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Gurmeet Singh, Neale Slack and Shavneet Sharma
This study investigates how the COVID-19 pandemic, as a unique environmental factor, influences Australian supermarket customers’ satisfaction and behavioural loyalty intentions…
Abstract
Purpose
This study investigates how the COVID-19 pandemic, as a unique environmental factor, influences Australian supermarket customers’ satisfaction and behavioural loyalty intentions through contactless self-checkout systems (SCSs). It examines the role of customer perceptions of service quality and vulnerability in shaping these outcomes and explores how customer perceptions of COVID-19 risk moderate these relationships.
Design/methodology/approach
Employing the stimulus-organism-response (S-O-R) theoretical framework, this research analyses responses from 428 Australian supermarket customers who use contactless self-checkout systems. The study integrates service quality and customer vulnerability as stimuli, examines their impact on customer satisfaction (the organism) and assesses how these factors influence customers' behavioural loyalty intentions (the response). Additionally, it explores how customer risk perceptions related to COVID-19 act as a moderator within these relationships.
Findings
The findings demonstrate that both SCS service quality and customer vulnerability significantly enhance customer satisfaction, positively affecting behavioural loyalty toward the supermarket. Furthermore, the study reveals that higher levels of perceived COVID-19 risk strengthen the impact of customer vulnerability on customer satisfaction and the effect of customer satisfaction on loyalty intentions.
Originality/value
This study contributes to the literature by highlighting the underexplored area of SCS usage and customer perceptions of service quality during an emerging pandemic among Australian consumers. It uniquely combines elements of consumer vulnerability and pandemic-related risk perceptions with traditional service quality metrics to offer new insights into customer behaviour in the retail sector. The study’s insights are valuable for supermarket management and marketing practices, particularly in adapting to and capitalizing on changes in consumer behaviour in response to global crises.
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Shavneet Sharma, Kritika Devi, Samantha Naidu, Tuma Greig, Gurmeet Singh and Neale Slack
This study explores consumers' intentions to utilize online food delivery services (OFDS) in a shared economy beyond the COVID-19 pandemic, employing the protection motivation…
Abstract
Purpose
This study explores consumers' intentions to utilize online food delivery services (OFDS) in a shared economy beyond the COVID-19 pandemic, employing the protection motivation theory (PMT) as the underlying framework.
Design/methodology/approach
Utilizing a random sampling technique, a quantitative approach was employed to gather responses from 347 Australian consumers. The proposed model was tested through covariance-based structural equation modelling.
Findings
The findings of this study demonstrate significant positive relationships between restaurant credibility, food quality, e-service quality, price, online food delivery applications, consumer e-satisfaction and e-loyalty. It reveals that consumers satisfied with OFDS may continue exhibiting e-loyalty intentions in a shared economy beyond COVID-19. The relationship between consumer e-satisfaction and e-loyalty intention is moderated by consumer-perceived COVID-19 risk.
Practical implications
This study offers practical implications for online food delivery providers, restaurants, regulators, application developers and policymakers. These implications aim to enhance the e-service quality, price value, usefulness and security of OFDS, along with strategies to improve the online food delivery application.
Originality/value
This study contributes to the existing body of knowledge by examining a unique selection of antecedents, including the OFDS app, to determine consumer e-satisfaction and e-loyalty in the context of a shared economy beyond COVID-19. The utilization of the OFDS app as a second-order construct adds a meaningful contribution to the OFDS literature. Furthermore, this study investigates and contributes to the limited understanding of the moderation effect of consumer-perceived COVID-19 risk on consumer e-satisfaction and their intended continued use of OFDS.
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Shavneet Sharma, Neale Slack, Kritika Devi, Tuma Greig and Samantha Naidu
With the increasing popularity of online games like Pokémon Go, a new wave of crowdsourcing communities have emerged, allowing gamers to collaborate, communicate and share useful…
Abstract
Purpose
With the increasing popularity of online games like Pokémon Go, a new wave of crowdsourcing communities have emerged, allowing gamers to collaborate, communicate and share useful game-related information. This paper aims to examine the factors that influence gamers' crowdsourcing behaviour.
Design/methodology/approach
A conceptual framework is developed that combines the DeLone & McLean model, self-determination theory, and different levels of engagement behaviour. The online survey collected 371 responses that were analysed using Covariance Based Structural Equation Modelling (CB-SEM).
Findings
The results show that extrinsic and intrinsic motivation positively influenced gamers' crowdsourcing engagement intention. System quality and information quality were also confirmed to be positively associated with gamers' crowdsourcing engagement intention. Furthermore, crowdsourcing engagement intention was found to be positively associated with crowdsourcing content consumption, contribution, and creation.
Practical implications
The findings of this study are useful for the owners of Pokémon Go and other gaming-related crowdsourcing platforms in devising tailored strategies to increase the crowdsourcing engagement of gamers.
Originality/value
This study provides the first empirical evidence of factors motivating online gamers' crowdsourcing intention. This study also presents novel insight into online gamers' crowdsourcing intention by combining diverse theories which offer different perspectives and a more comprehensive understanding of the phenomenon. Contribution to the research on the intention-behaviour gap by modelling three behavioural outcomes (content creation, contribution, and consumption behaviour) of crowdsourcing engagement intention, is another important contribution of this study.
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The purpose of this paper is to propose that the resources that a firm owns and has full control (firm-level resources) and resources that a firm access through direct connection…
Abstract
Purpose
The purpose of this paper is to propose that the resources that a firm owns and has full control (firm-level resources) and resources that a firm access through direct connection with other firms (network-level resources) will impact firm innovation when effectively deployed by the firm. While previous research examined these factors separately, the author takes a holistic view and looks into their effects on innovation simultaneously. The author also introduces the moderating effects, i.e. the variables that can enhance firm innovation through their interaction with internal and external resources.
Design/methodology/approach
The author tested the role of financial resources and slack resources in the form of cash slack and human slack at the firm level, and network size, network tie strength, and network diversity at the network level on the firm innovation. Using generalized negative binomial model with Huber-White procedure, the author analyzed 306 firms from the biotechnology industry over a span of 17 years.
Findings
The analysis suggests that cash slack impact innovation negatively. However, this link is moderated by firm size such that for large firms cash slack affects innovation positively. Network-level resources all positively impact innovation and have more economic impact on firm innovation than firm-level resources. Furthermore, although human slack negatively affects innovation, its interaction with network size enhances innovation.
Originality/value
The research makes important contributions to both strategic management and innovation literatures especially when, the author considers the role of firm-level slack in driving firm innovation. Previous research reported conflicting findings about the availability of slack resources and firm performance. The results showed that the relationship between slack resources and firm innovation is negative and significant, both for available slack and human slack. This finding parallels with previous research which reported that constraints such as lack of slack resources can actually facilitate innovation. The author also contributes to the literature by introducing boundary conditions which can enhance firm innovation through their interaction with firm-level internal and network-level external resources. In this respect, to the author’s knowledge, this is among the first studies to combine the slack literature focusing on firm-level resources with the literature on network-level resources.