Search results

The purpose of this paper is to examine whether the corporate social responsibility (CSR) image of a firm is influenced by consumer citizenship and the consumer’s involvement in CSR and the extent to which this affects purchase intention.

A total of 304 usable responses were obtained from a sample of 313 consumers who were 18 years of age or older.

The result of study indicates that consumer citizenship and involvement in CSR activities have significant effects on CSR image, and that consumer citizenship has a significant effect on involvement in CSR activities. CSR image also has a positive effect on product attitude but no significant influence on purchase intention.

The consumer perception of a firm’s CSR image is an important factor to consider while implementing CSR strategies; therefore, it is strategically important to understand the antecedents and consequences of creating a positive CSR image because of its effect on the responsible purchasing behavior of people who adhere to strong consumer citizenship.

The purpose of this paper is to further our understanding of the sources of consumer animosity and the moderating role of product involvement on purchase intentions.

Animosity is examined in the context of South Korean consumers’ purchase intentions toward Japanese products. A structural equation model was estimated in Lisrel 8.80 to assess the proposed model.

The results offer evidence that consumer ethnocentrism and susceptibility to normative influence have a positive relationship with animosity while cosmopolitanism has a negative relationship with animosity. Furthermore, animosity negatively influences intentions to purchase for high-involvement products, but not for low-involvement products.

International marketing managers can better identify the risk that consumer animosity poses to their products and services based on level of product involvement and characteristics of the market segment.

This study offers clarity to the understanding of animosity by examining additional antecedents of animosity that reflect different world views. It also provides an exception to the previous findings that in general animosity has a negative impact on consumers’ willingness to buy products of countries for which consumers have animosity. In other words, the effect of animosity on purchase intention of products from a disliked country depends on the degree of involvement.

Investigates the concept of maker loyalty as it applies to the automobile market in Korea. The study has three major objectives: first, it examines the effects of expectation disconfirmation on loyalty behavior and on overall satisfaction; second, it seeks to identify the four types of maker loyalty by means of interaction between expectation disconfirmation and the repeat purchase (or switching); and third, it seeks to identify the effects of moderating variables such as situational variables and normative variables on loyalty behavior. It was found that negatively disconfirmed expectation exerts greater impact on overall satisfaction as well as repurchase decision than positively disconfirmed expectation. The four maker loyalty groups (loyals, latent loyals, spurious loyals, no loyals) identified in this study were shown to have different reactions to the moderating variables. Managerial implications regarding customer segmentation based on loyalty are offered.

The purpose of this paper is to examine the characteristics of e‐shopping malls by using Kano's two‐dimensional quality model; also to determine the salient quality attributes, including those attributes that increase customer satisfaction and technological characteristics that are essential for the use of e‐shopping malls, to provide important strategic implications.

In this regard, the paper is divided into Study 1 and Study 2. Study 1 uses Kano's two‐dimensional quality model to determine the characteristics of e‐shopping malls, whereas Study 2 analyzes the relationship among e‐shopping malls' characteristics, customer satisfaction, flow experience, and trust.

According to the results of Study 1, communication quality and marketing activity reflected one‐dimensional quality attributes. In addition, brand recognition was an attractive quality attribute, whereas interface quality, system security, and information quality were must‐be quality attributes. According to the results of Study 2, communication‐related attributes of e‐shopping malls did not have significant effects on customer satisfaction, whereas other attributes such as brand recognition, marketing activity, interface quality, system security, and information quality directly influenced customer satisfaction.

The results also have important implications for researchers. First, the quality dimensions of e‐shopping malls can be identified through an empirical analysis based on Kano's model. This indicates that the quality attributes of e‐shopping malls can be better examined by using a two‐dimensional quality model than by using a one‐dimensional quality model. Second, the authors not only extracted the quality dimensions based on Kano's model but also examined customer satisfaction, flow experience and trust to verify their relationships, providing a better understanding of the effective quality management of e‐shopping malls.

Previous studies considering various types of e‐shopping malls have focused on the design and functions of e‐shopping mall web sites; the elements that vitalize e‐commerce and the key factors influencing the success of e‐commerce; and the factors influencing customer satisfaction and purchase intentions. Most of the literature on e‐shopping malls have typically approached this topic by using a one‐dimensional method relying on whether the physical/technological attributes of e‐shopping malls are fulfilled. This paper expands the horizon by incorporating a systematic approach to web service qualities using Kano model, which is a multi‐dimensional model.

This paper aims to verify the hypothetical relationships between antecedent and consequence variables of consumer's shopping experiences based on an experiential typology advocated by Schmitt.

First, the study takes a holistic view of shopping experiences by adopting three experiential components (sensory, affective, and rational) with a view to uncovering the roles of antecedent (shopping motives) and consequence (impulse buying) of shopping experiences. Specifically, the study seeks to affirm the effects of shopping motives on shopping experiences for three types of retail store (department store, discount store, and internet store) and two product types (perfume and detergent). Second, the study confirms whether store type and product type influence the kind of experience preferred by shoppers and verifies whether types of product and store moderate the relationship between shopping motives and shopping experiences. Thirdly, the study investigates the effects of shopping experiences on impulse buying, with special attention given to the role of store atmospherics.

The study found that shopping motives had significant effects on shopping experiences. Product‐based shopping motive exerted greater significant influence on shopping experiences than experience‐based motive. The result showed that product type (detergent) was a significant moderator between experience‐based shopping motive and sensory experience. And, both department store and discount store were found to significantly moderate between experience‐based motive and affective experience. It also found that affective shopping experience boosted impulse buying and rational experience decreased it significantly at department store. However, no consistent pattern of influence was detected for the effects of atmospherics on impulse buying when examined by store type.

The study results will offer important retailing implications which accommodate customers' experiential needs that are not only consumer‐centric, but also context specific. The study reflects the growing recognition of the role of sensory stimuli, as they were found to influence advertisement and brand effectiveness. Also, antecedents of experiential shopping in relation to its impact on impulse buying have not been fully explored in the past.

This study aims to examine the effects of network externalities and diffusion of innovation on users’ perceived usefulness and perceived enjoyment, and in turn subjective well-being and intention to use in the smart living context.

To explore different types of smart living services, the data collected come from surveying 512 users of smart home services and 570 users of smart living apps. Structural equation modeling is used to analyze the data, and post hoc interviews are conducted to provide insights into our conceptual model of smart living services.

Compatibility and perceived service complementarity are the most influential determinants of users’ perceived usefulness and perceived enjoyment toward smart living services. Perceived usefulness has a greater impact on users’ intention to use and their subjective well-being than perceived enjoyment. Interestingly, perceived enjoyment exerts a stronger influence on subjective well-being than on intention to use.

This study is one of the first to provide empirical evidence in the context of smart living services, contributing to transformative service literature by extending the understanding of technology use and its influence on user well-being into a less explored service context. This study also advances users’ intention to use and subjective well-being of technology adoption in the service context by integrating perspectives from network externalities and diffusion of innovation.

This study aims to fill several gaps in the literature. First, it examines the Umrah industry from the supply side, investigating the pivotal factors for travel agencies’ performance. Second, it empirically investigates service leaders’ competencies specific to the hospital and tourism industry. Third, it clarifies whether there is a direct impact of organisational service orientation on business performance. Fourth, it explores the influence of network capabilities in a service context, specifically in travel agencies, which has rarely been discussed.

This is a mixed-method study with sequential explanatory research design. First, a quantitative approach was conducted with 150 authorised travel agencies in Indonesia, with two manager-level employees representing each agency. The data were analysed using descriptive statistics and structural equation modelling. A qualitative study was conducted to enrich the findings by interviewing the Director of Umrah and Hajj Development of the Ministry of Religious Affairs of the Republic of Indonesia and three other respondents.

Service leaders’ competencies and resource capacity significantly influence organisational service orientation, leading to enhanced perceived service quality and performance. In addition, resource capacity influences network capabilities, improving performance.

This study identifies factors affecting the performance of Umrah travel agencies in an intensely competitive environment, which has rarely been discussed. This sheds light on how travel agencies can survive and succeed in this competitive industry. Moreover, this study provides evidence regarding the role of network capabilities in the tourism industry and the impact of organisational service orientation, both directly and indirectly, on performance.

Challenges of teamwork in online classes may adversely affect students’ future attitudes toward teamwork. Further, there is a concern about whether online programs foster students’ teamwork skills. To answer these questions, the purpose of this paper is to compare online and face-to-face students’ attitudes toward teamwork, interest in learning teamwork skills and teamwork self-efficacy.

The authors developed a conceptual model explaining how students’ background, engagement in learning teamwork, teamwork self-efficacy and interest in learning teamwork affect attitudes toward teamwork and rigorously tested the model for a meaningful comparison between online and face-to-face students. Attitudes toward teamwork, teamwork interest and teamwork self-efficacy of 582 online and face-to-face students who attend the same academic program were compared.

The results suggest that online students have less positive attitudes towards teamwork compared to face-to-face students although online students have a higher level of teamwork self-efficacy. Therefore, online students’ relative less positive attitudes toward teamwork cannot be explained by the lack of engagement, teamwork skills or interest.

The homogeneity of the sample population is one of the limitations of the paper although it provides the opportunity for a comparative study of online and face-to-face students by controlling the majors.

Instructors should evaluate the appropriateness of team assignments while incorporating teamwork in online classes.

Concerns about online teamwork are discussed but have not been rigorously investigated in the literature. The authors conducted a comprehensive study involving 582 undergraduate students. The findings of this paper suggest that new approaches are needed to incorporate teamwork in online classes. The results also show that importance of building teamwork self-efficacy.