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Article
Publication date: 24 May 2013

Sampath Kumar Ranganathan, Vivek Madupu, Sandipan Sen and John R. Brooks

The purpose of this study is to identity cognitive and affective determinants of customer loyalty towards e-mail services, including interrelationships, and to understand the…

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Abstract

Purpose

The purpose of this study is to identity cognitive and affective determinants of customer loyalty towards e-mail services, including interrelationships, and to understand the process by which the cognitive and affective antecedents influence customer loyalty.

Design/methodology/approach

An online survey was conducted to gather data from Gmail users. Data were analyzed using structural equation modeling.

Findings

Results indicate electronic service quality and e-trust (cognitive) impact customer loyalty through affective variables like emotions, satisfaction, e-trust (affective) and affective commitment. Results also indicate that e-mail service providers who intend to build long term relationships with their customers will benefit by investing in emotional factors along with cognitive factors.

Research limitations/implications

A predominantly male audience responded to the research query based on one e-mail service setting. Based on the responses, it was determined that e-mail service providers can benefit by building emotional bonds with customers. Enhancing consumption emotions leads to development of emotional bonds and customer loyalty.

Originality/value

Much of the extant literature has examined the role played by cognitive antecedent variables in determining e-loyalty. Studies that researched the role of affective variables are scant. This paper is unique in that it examines both cognitive and affective variables in determining e-loyalty. This study differs from other studies in that it uses antecedents such as emotions, affective commitment, and e-trust (affective) to determine customer loyalty toward e-mail services. Interrelationships among the antecedents were also explored.

Details

Journal of Services Marketing, vol. 27 no. 3
Type: Research Article
ISSN: 0887-6045

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Article
Publication date: 10 October 2008

Satish Mehra and Sampath Ranganathan

Aims to examine the role of total quality management (TQM) towards enhancing customer satisfaction.

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Abstract

Purpose

Aims to examine the role of total quality management (TQM) towards enhancing customer satisfaction.

Design/methodology/approach

Using meta‐analysis, existing research studies on TQM and customer satisfaction were quantified, summarized, and tested for moderators to clarify TQM impact.

Findings

It is found that TQM substantially increases customer satisfaction across diverse industrial and cultural settings.

Originality/value

This research broadens the scope of TQM applicability across varied industrial and cultural settings to achieve higher customer focus, increased customer satisfaction, and stresses the need for more meta‐analytic studies on the subject.

Details

International Journal of Quality & Reliability Management, vol. 25 no. 9
Type: Research Article
ISSN: 0265-671X

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Article
Publication date: 7 October 2020

Som Sekhar Bhattacharyya, Surabhi Verma and Gayathri Sampath

Multisided platforms (MSPs) have become omnipresent. Millennial consumers have taken well to MSPs. It has become imperative to explicate the process of adoption of MSPs by…

496

Abstract

Purpose

Multisided platforms (MSPs) have become omnipresent. Millennial consumers have taken well to MSPs. It has become imperative to explicate the process of adoption of MSPs by millennials. The purpose of this study is to comprehend the factors that lead to the adoption of MSPs by millennials beyond the factors identified in the technology acceptance model (TAM).

Design/methodology/approach

Data was collected from 252 respondents through a structured survey questionnaire to comprehend MSP adoption. Partial least squares structured equation modelling was applied for analysis.

Findings

The theoretical lens of TAM was applied for the study. Results indicated that over and above TAM, millennials’ intention to use of MSPs was moderated by ethical expectations, as well as ethnocentric thinking. The study, thus, extended TAM theoretical conversation by including factors of consumer ethnocentric behaviour and customer ethical considerations.

Research limitations/implications

This study modifies the TAM factors theoretically by including two new factors, namely, customers’ ethical expectations and ethnocentric thinking.

Practical implications

This study results would help MSP firm managers comprehend the importance of consideration of consumer ethnocentric behaviour and customer ethical considerations. Thus, managers have to include in their MSPs’ aspects of customers’ ethical expectations and ethnocentric thinking while marketing their MSPs’ while doing business with millennials.

Originality/value

This was one of the first studies that extended TAM by adding the factors of ethical expectations and ethnocentric thinking in the context of MSP adoption for millennial customers.

Details

International Journal of Ethics and Systems, vol. 36 no. 4
Type: Research Article
ISSN: 2514-9369

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Article
Publication date: 10 August 2015

Annappa A R and S Basavarajappa

The aim of the this study is to develop a new class of composites which would be more commercially viable and environmentally sustainable via reduced resource depletion, as there…

209

Abstract

Purpose

The aim of the this study is to develop a new class of composites which would be more commercially viable and environmentally sustainable via reduced resource depletion, as there has been global interest in utilization of natural resources. The dry sliding wear behavior of glass-epoxy (G-E)-based composites filled with tamarind kernel powder (TKP) in different volume fractions of fillers (0 per cent, 3 per cent and 6 per cent) was studied as per standards.

Design/methodology/approach

In the present study, the analysis and optimization of the wear process has been studied. The Taguchi approach to experimental design was used to identify the effect of wear parameters such as applied load, sliding velocity and sliding distance. Taguchi tools such as analysis of variance and multiple linear regression models have been used to analyze, obtain the significant parameters and evaluate the optimum combination levels of wear process parameters. The results of Taguchi analysis indicate that sliding distance was found to be the prominent parameter affecting wear volume loss compared to other wear parameters.

Findings

The G-E composites with 3 and 6 vol.% of TKP had the lowest wear volume loss. Multiple linear regression models for all the tested composites’ results well match with experimental results. Confirmation tests were conducted to validate the analysis. There was a close relationship between the experimental results and the statistical model.

Originality/value

However, to the best of author’s knowledge, these literature reports related to natural organic filler materials are limited to analysis of polymer matrix composite. Further, the addition of TKP particle as a potential filler has not been addressed. An attempt has been made to clarify the technical viability of TKP as a potential filler for G-E composite.

Details

Industrial Lubrication and Tribology, vol. 67 no. 5
Type: Research Article
ISSN: 0036-8792

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