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Article
Publication date: 1 January 2006

Nelson Oly Ndubisi and Tam Yin Ling

To examine the post dissatisfaction behaviour of Malaysian consumers vis‐à‐vis their complaint behaviour and defection. Specifically, the relationship between public complaint…

6743

Abstract

Purpose

To examine the post dissatisfaction behaviour of Malaysian consumers vis‐à‐vis their complaint behaviour and defection. Specifically, the relationship between public complaint behaviour (i.e. complaining to the organization), private complaint behaviour (complaining to family members and friends without a word to the organisation) and customer defection were considered. The research also investigates the moderating effect of gender and income in this relationship.

Design/methodology/approach

Consisted of a survey of 218 randomly selected customers of banks in Malaysia.

Findings

shows that both public and private complaints are associated with defection, albeit the determinant strength of private complaint is more robust. These findings are generic as there is no gender‐moderated effect. However, income moderates the private complaint‐defection relationship. Lower income customers are more likely to defect without a word to the bank than higher income Malaysian bank customers.

Practical implications

Emphasises that an apparant each of complaints doesn’t mean that all is well. Also, stresses the need for encouraging complaints from customers and a system to hand complaints. Originality/value Income levels may affect a customers expression of dissatisfaction.

Details

Management Research News, vol. 29 no. 1/2
Type: Research Article
ISSN: 0140-9174

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Article
Publication date: 1 June 2005

Li‐teh Sun

Man has been seeking an ideal existence for a very long time. In this existence, justice, love, and peace are no longer words, but actual experiences. How ever, with the American…

828

Abstract

Man has been seeking an ideal existence for a very long time. In this existence, justice, love, and peace are no longer words, but actual experiences. How ever, with the American preemptive invasion and occupation of Afghanistan and Iraq and the subsequent prisoner abuse, such an existence seems to be farther and farther away from reality. The purpose of this work is to stop this dangerous trend by promoting justice, love, and peace through a change of the paradigm that is inconsistent with justice, love, and peace. The strong paradigm that created the strong nation like the U.S. and the strong man like George W. Bush have been the culprit, rather than the contributor, of the above three universal ideals. Thus, rather than justice, love, and peace, the strong paradigm resulted in in justice, hatred, and violence. In order to remove these three and related evils, what the world needs in the beginning of the third millenium is the weak paradigm. Through the acceptance of the latter paradigm, the golden mean or middle paradigm can be formulated, which is a synergy of the weak and the strong paradigm. In order to understand properly the meaning of these paradigms, however, some digression appears necessary.

Details

International Journal of Sociology and Social Policy, vol. 25 no. 6/7
Type: Research Article
ISSN: 0144-333X

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Article
Publication date: 11 September 2024

Varghese Assin T.J., Nimmy A. George, Nimitha Aboobaker and Sivakumar P.

Despite the digital penetration in the larger consumer market, the adoption of e-pharmacy services is reported to be very low in emerging economies like India. In this context…

149

Abstract

Purpose

Despite the digital penetration in the larger consumer market, the adoption of e-pharmacy services is reported to be very low in emerging economies like India. In this context, the purpose of the current study is to examine the influence of consumers’ risk perception on their intention to purchase medicines/pharmaceuticals through online pharmacies. Furthermore, the study seeks to understand to what extent the perceived usefulness of online pharmacy mediates the relationship between different dimensions of perceived risk and purchase intention.

Design/methodology/approach

The study was conducted among a sample of 800 consumers in India who are familiar with online e-commerce. To ensure the homogeneity of the sample and hence the generalizations of results, inclusion criteria were set as not to include respondents who have made a prior purchase through e-pharmacy services. Self-reporting questionnaires were administered among the respondents, who were selected through a purposive and convenience sampling method. Measurement modeling and path analysis were done using IBM SPSS 23.0 and AMOS 24.0 to test the hypotheses and draw inferences.

Findings

Results revealed that consumers’ risk perceptions, such as financial, product, source and privacy risks, had a significant direct and indirect effect on their intention to purchase medicines through online pharmacies. India is the major universal provider of generic medicines. The insights gained from this study can help policymakers, corporates, consumers, distributors, retailers and marketing managers to frame effective strategies for improved usage of online platforms for procuring medications.

Originality/value

This study is pioneering in conceptualizing and testing a theoretical model linking consumers’ risk perceptions, perceived usefulness and intention to purchase through online pharmacies, particularly in the context of an emerging economy like India. Implications regarding facilitating and nurturing a conducive platform for online purchasing medicines and its outcomes are elaborated, thus striving to fill a gap in the existing literature. By examining the proposed framework through the lens of the technology acceptance model and theory of risk perception, this study seeks to add to the emergent literature on online pharmacies, especially in emerging economies with huge market potential.

Details

International Journal of Pharmaceutical and Healthcare Marketing, vol. 19 no. 1
Type: Research Article
ISSN: 1750-6123

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Article
Publication date: 13 August 2024

Jing Li, Rui Ling, Fangjie Sun, Jinming Zhou and Haiya Cai

This paper adds risk perception and personalized human-computer interaction to the technology acceptance model, and further analyzes the impact of personalized unmanned ride…

121

Abstract

Purpose

This paper adds risk perception and personalized human-computer interaction to the technology acceptance model, and further analyzes the impact of personalized unmanned ride hailing on users' behavior intention.

Design/methodology/approach

This study model was tested using a sample of 299 social media users from China and we apply structural equation modeling (SEM) to build the theoretical framework.

Findings

Our results show that perceived ease of use has a greater positive impact on behavior intention compared to perceived usefulness. In addition, we find that the impact of risk perception on behavior intention is manifested in a number of ways, including people’s risk perception of the new technology, people’s risk perception of data leakage, and so on. Finally, we find that users’ personalized human-computer interaction has a positive effect on their perceived ease of use, perceived usefulness, and behavior intention.

Originality/value

Our study contributes to illuminate the pivotal role of tailoring the human-computer interface to individual preferences and needs for ride-hailing platforms from the perspective of behavior intention.

Details

Asia Pacific Journal of Marketing and Logistics, vol. 37 no. 2
Type: Research Article
ISSN: 1355-5855

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Article
Publication date: 1 April 2005

Li‐teh Sun

Man has been seeking an ideal existence for a very long time. In this existence, justice, love, and peace are no longer words, but actual experiences. How ever, with the American…

814

Abstract

Man has been seeking an ideal existence for a very long time. In this existence, justice, love, and peace are no longer words, but actual experiences. How ever, with the American preemptive invasion and occupation of Afghanistan and Iraq and the subsequent prisoner abuse, such an existence seems to be farther and farther away from reality. The purpose of this work is to stop this dangerous trend by promoting justice, love, and peace through a change of the paradigm that is inconsistent with justice, love, and peace. The strong paradigm that created the strong nation like the U.S. and the strong man like George W. Bush have been the culprit, rather than the contributor, of the above three universal ideals. Thus, rather than justice, love, and peace, the strong paradigm resulted in in justice, hatred, and violence. In order to remove these three and related evils, what the world needs in the beginning of the third millenium is the weak paradigm. Through the acceptance of the latter paradigm, the golden mean or middle paradigm can be formulated, which is a synergy of the weak and the strong paradigm. In order to understand properly the meaning of these paradigms, however, some digression appears necessary.

Details

International Journal of Sociology and Social Policy, vol. 25 no. 4/5
Type: Research Article
ISSN: 0144-333X

Keywords

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Article
Publication date: 26 March 2024

Xichen Chen, Alice Yan Chang-Richards, Florence Yean Yng Ling, Tak Wing Yiu, Antony Pelosi and Nan Yang

Despite extensive academic research related to digital technologies (DT), their integration into architecture, engineering and construction (AEC) projects lags in practice. This…

433

Abstract

Purpose

Despite extensive academic research related to digital technologies (DT), their integration into architecture, engineering and construction (AEC) projects lags in practice. This paper aims to discover DT deployment patterns and emerging trends in real-life AEC projects.

Design/methodology/approach

A case study methodology was adopted, including individual case analyses and comparative multiple-case analyses.

Findings

The results revealed the temporal distribution of DT in practical AEC projects, specific DT products/software, major project types integrated with digital solutions, DT application areas and project stages and associated project performance. Three distinct patterns in DT adoption have been observed, reflecting the evolution of DT applications, the progression from single to multiple DT integration and alignment with emerging industry requirements. The DT adoption behavior in the studied cases has been examined using the technology-organization-environment-human (TOE + H) framework. Further, eight emerging trend streams for future DT adoption were identified, with “leveraging the diverse features of certain mature DT” being a shared recognition of all studied companies.

Practical implications

This research offers actionable insights for AEC companies, facilitating the development of customized DT implementation roadmaps aligned with organizational needs. Policymakers, industry associations and DT suppliers may leverage these findings for informed decision-making, collaborative educational initiatives and product/service customization.

Originality/value

This research provides empirical evidence of applicable products/software, application areas and project performance. The examination of the TOE + H framework offers a holistic understanding of the collective influences on DT adoption. The identification of emerging trends addresses the evolving demands of the AEC industry in the digital era.

Details

Engineering, Construction and Architectural Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0969-9988

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Article
Publication date: 1 February 2000

Yaw A. Debrah and Ian G. Smith

Presents over sixty abstracts summarising the 1999 Employment Research Unit annual conference held at the University of Cardiff. Explores the multiple impacts of globalization on…

11599

Abstract

Presents over sixty abstracts summarising the 1999 Employment Research Unit annual conference held at the University of Cardiff. Explores the multiple impacts of globalization on work and employment in contemporary organizations. Covers the human resource management implications of organizational responses to globalization. Examines the theoretical, methodological, empirical and comparative issues pertaining to competitiveness and the management of human resources, the impact of organisational strategies and international production on the workplace, the organization of labour markets, human resource development, cultural change in organisations, trade union responses, and trans‐national corporations. Cites many case studies showing how globalization has brought a lot of opportunities together with much change both to the employee and the employer. Considers the threats to existing cultures, structures and systems.

Details

Management Research News, vol. 23 no. 2/3/4
Type: Research Article
ISSN: 0140-9174

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Article
Publication date: 4 February 2025

Rasha Najib Al-Jabali, Norasnita Ahmad and Saleh F.A. Khatib

The purpose of this study is to review the literature on the adoption determinants of mobile health (M-health) applications for health behavior change following a systematic…

24

Abstract

Purpose

The purpose of this study is to review the literature on the adoption determinants of mobile health (M-health) applications for health behavior change following a systematic methodology.

Design/methodology/approach

This review systematically identified 134 peer-reviewed studies out of 10,687 from Scopus, Web of Science, PubMed and the Association for Computing Machinery (ACM) published between 2010 and 2021. This review used a thematic analysis to produce the main themes conceptualizing a holistic framework of the investigated M-health application adoption factors.

Findings

Despite the exploration of multifaceted adoption determinants and behaviors, the current publications exhibit limitations. The studies not only show a lack of representation of multiple health behaviors and medical conditions but also fail to involve data from low- and middle-developing countries, where M-health application utilization is crucial. Findings revealed that there is a considerable absence of a solid theoretical foundation that unveils a gap in interpreting the adoption factors effectively. Understanding cultural and demographic variances and exploring financial factors and healthcare provider involvement is essential for tailoring M-health application interventions. Continuous assessment of technological factors and evaluation of the actual impact of M-health application usage on behavioral changes and health outcomes will further enhance the effectiveness and adoption of these technologies.

Originality/value

This review is one of the first comprehensive reviews of determinants of M-health application adoption targeting health behavior change for the general public and patients.

Details

International Journal of Pharmaceutical and Healthcare Marketing, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1750-6123

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Article
Publication date: 11 March 2024

Florence Yean Yng Ling and Kelly Kai Li Teh

This study investigated what are the effective leadership styles and practices that boost employees’ work outcomes during the COVID-19 pandemic from the perspective of facilities…

296

Abstract

Purpose

This study investigated what are the effective leadership styles and practices that boost employees’ work outcomes during the COVID-19 pandemic from the perspective of facilities management professionals (FMPs).

Design/methodology/approach

Three predominant leadership styles (transformational, transactional contingent reward and disaster management) were operationalized into 38 leadership practices (X variables) and 8 work outcomes (Y variables). The explanatory sequential research design was adopted. Online questionnaire survey was first conducted on FMPs who managed facilities during the critical periods of COVID-19 pandemic in Singapore. In-depth interviews were then carried out with subject matter experts to elaborate on the quantitative findings.

Findings

During the pandemic, FMPs were significantly stressed at work, but also experienced significant job satisfaction and satisfaction with their leaders/supervisors. Statistical results revealed a range of leadership practices that are significantly correlated with FMPs’ work outcomes. One leadership practice is critical as it affects 4 of the 8 FMPs’ work outcomes - frequently acknowledging employees’ good performance during the pandemic.

Research limitations/implications

The study explored 3 leadership styles. There are other styles like laissez faire and servant leadership that might also affect work outcomes.

Practical implications

Based on the findings, suggestions were provided to organizations that employ FMPs on how to improve their work outcomes during a crisis such as a pandemic.

Originality/value

The novelty is the discovery that in the context of a global disaster such as the COVID-19 pandemic, the most relevant leadership styles to boost employees’ work outcomes are transactional contingent reward and disaster management leadership. The study adds to knowledge by showing that not one leadership style is superior – all 3 styles are complementary, but distinct, forms of leadership that need to work in tandem to boost FMPs’ work outcomes during a crisis such as a pandemic.

Details

Engineering, Construction and Architectural Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0969-9988

Keywords

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Article
Publication date: 1 September 2005

Li‐Ling Hsu

The purpose of this paper is to examine the impacts of supply chain management (SCM) benefits on the interactive performance between supply chain members.

4954

Abstract

Purpose

The purpose of this paper is to examine the impacts of supply chain management (SCM) benefits on the interactive performance between supply chain members.

Design/methodology/approach

The contingency theory and socio‐technical theory were applied in the construction of the research model. Four constructs were adopted for the development of the research model: contingency factors, interaction process, interactive performance, and SCM system benefits.

Findings

To respond to the challenges in global markets, an increasing number of enterprises strive for better profits by working closely with suppliers. As the interaction increases, the buyer‐seller relationship changes accordingly.

Research limitations/implications

Empirical studies require further analysis and suggestions were also made for further explication.

Practical implications

The interaction between the manufacturing and marketing departments is a determinant for the firm's competitive advantages.

Originality/value

Interviews with six case firms in the information/electronic industry show that external and internal factors affect the interaction between supply chain members and result performance improvement.

Details

Industrial Management & Data Systems, vol. 105 no. 7
Type: Research Article
ISSN: 0263-5577

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