Vicent Tortosa-Edo and Miguel Ángel López-Navarro
In the context of an industrial complex where corporate political activity (CPA) and political corporate social responsibility (political CSR) are not related, this study aims to…
Abstract
Purpose
In the context of an industrial complex where corporate political activity (CPA) and political corporate social responsibility (political CSR) are not related, this study aims to investigate the possible relationship between citizens’ perceptions of these two non-market strategies and residents’ trust in companies located in the industrial complex.
Design/methodology/approach
Data were collected from 740 citizens living near a petrochemical complex in Tarragona (Spain). The results were analysed using structural equation modelling.
Findings
Based on institutional theory, the key findings of the study are that CPA and political CSR are differently related to citizens’ trust in companies. The results also verify that the negative relationship (between CPA and trust) outweighs the positive one (between political CSR and trust).
Practical implications
The lack of fit between political CSR and CPA in the complex analysed suggests that firms are neglecting approaches shared by these non-market strategies, and thus wasting a huge opportunity to improve citizens’ trust in and acceptance of the complex firms. Moreover, the ethical dimension should always be present when these firms take on political responsibilities.
Originality/value
To date, CPA and political CSR have largely been dealt with separately in the literature. This study attempted to bridge this gap by examining a situation where there is no strategic relationship between CPA and political CSR to analyse, from the perspective of citizens’ perceptions, the relationship each strategy has with the important academic concept of citizens’ trust in companies.
Details
Keywords
Miguel Angel Moliner and Vicent Tortosa-Edo
The objective of this research is to analyze how omnichannel consumer journey design (OCJD) influences the online customer experience (OCE) and e-satisfaction in consumers'…
Abstract
Purpose
The objective of this research is to analyze how omnichannel consumer journey design (OCJD) influences the online customer experience (OCE) and e-satisfaction in consumers' multirooming behavior (searching for information in online and offline channels and purchasing the product online).
Design/methodology/approach
The problem-solving theory and experiential marketing perspective are the theoretical background that enables the establishment of five hypotheses. A survey is conducted on multiroomers who had purchased a product online, following an online and offline research journey.
Findings
The results showed that OCJD directly and indirectly (through online consumer experience) influences e-satisfaction. Females and younger individuals exhibited higher levels of e-satisfaction.
Originality/value
First, this research analyzes consumers' multichannel search strategies. Second, the consumer journey is incorporated into the study of multichannel retailing. Third, an emergent typology of cross-channel free-riding behavior is analyzed: multirooming.
Details
Keywords
Vicent Tortosa Edo, Jaume Llorens-Monzonís, Miguel Ángel Moliner-Tena and Javier Sánchez-García
The purpose of this paper is to analyse the possible influence of internal marketing (represented by internal market orientation (IMO)) on external customer outcomes (perceived…
Abstract
Purpose
The purpose of this paper is to analyse the possible influence of internal marketing (represented by internal market orientation (IMO)) on external customer outcomes (perceived service quality and customer satisfaction) through the mediating role of employees’ attitudes (job satisfaction, trust and commitment) that comprise relationship quality.
Design/methodology/approach
The authors employ a dyadic methodology, with 244 dyads (employee-the average of his/her three patients) at the outpatient services of five Spanish hospitals. The authors use structural equation modelling (EQS6.1) to test the relationships of the model.
Findings
The results corroborate the hypotheses proposed in the model, with the exception of the influence of IMO on commitment. Significant differences in some relationships, depending on the experience of the employee, are also corroborated.
Research limitations/implications
The paper analyses one service activity in the same region. Only perceptual data are used to measure the variables of the model.
Practical implications
Service companies should consider IMO because it contributes to creating an excellent customer experience. Furthermore, managers should bear in mind their employees’ needs when taking decisions.
Originality/value
This paper contributes to the literature by demonstrating, for the first time, the mediating role of relationship quality in the influence of IMO on external outcomes. It is also the first paper in internal marketing to analyse the differences in the consequences of IMO according to employee tenure.
Details
Keywords
Vicent Tortosa, Miguel A. Moliner and Javier Sánchez
The purpose of this paper is to analyse the influence that internal marketing, represented by internal market orientation (IMO), might have on the internal aspects (satisfaction…
Abstract
Purpose
The purpose of this paper is to analyse the influence that internal marketing, represented by internal market orientation (IMO), might have on the internal aspects (satisfaction of contact personnel) and external aspects (customer satisfaction and perceived quality of service) of organisational performance.
Design/methodology/approach
Interviews were carried out with all the cashiers of the 16 branches of a small, local credit institution, and with 160 customers who normally operate with this bank.
Findings
The results show that employee orientation or internal market orientation, through the dimension informal generation of information, influences the satisfaction of contact personnel, the quality of service perceived by the customer and, through the latter, the customer's satisfaction. It also corroborates the influence exerted by the contact personnel's satisfaction on the perception of quality and on the satisfaction of the customer receiving the service.
Research limitations/implications
The main limitation of the study is that it analyses a single financial entity, with the characteristics and behaviours that the latter has in its relationship with its employees.
Practical implications
One of the key elements for achieving quality in the service offered by the contact personnel is to achieve their satisfaction. For this, it is necessary for firms to adopt an employee or internal marketing orientation so that the contact personnel come to perceive fair treatment and special attention by managers towards them and their work.
Originality/value
The paper verifies the validity and reliability of the internal market orientation construct (IMO) as a scale of measurement of the internal marketing concept in a different business sector and with a different methodology from those dealt with in the literature. It also demonstrates empirically the influence of IMO on variables internal to the organisation (satisfaction of contact personnel) and external to it (customer's satisfaction and the quality he/she perceives).
Details
Keywords
Nguyen Phong Nguyen and Emmanuel Mogaji
This chapter critically evaluates the opportunities and challenges in adopting information technology for enhancing transportation in developing countries. The conception…
Abstract
This chapter critically evaluates the opportunities and challenges in adopting information technology for enhancing transportation in developing countries. The conception framework emerging from this study highlights four key stakeholders and the country context in developing and integrating information technology for improving transportation in developing countries – Tech developers, Transporters, Transport Tech start-ups and Travellers. This study makes cogent theoretical contributions to the growing body of works around technological innovation, smart mobility and intelligent transport systems, albeit from a developing country perspective. This study has also emerged from managerial implications for stakeholders, especially the tech developers, transporters and transport tech start-ups. There is a need for innovative ideas to address the inherent transportation challenges in Africa, and the customers are counting on these stakeholders to make the technology readily available and accessible.
Details
Keywords
In recent years, network science has become a dynamic and promising discipline. This study aims to provide a brief summary of the subject and the application to the tourism domain.
Abstract
Purpose
In recent years, network science has become a dynamic and promising discipline. This study aims to provide a brief summary of the subject and the application to the tourism domain.
Design/methodology/approach
This paper is based on a non-exhaustive survey of the literature.
Findings
The state-of-the-art of network science in tourism is explored and discussed, together with possible future developments.
Research limitations/implications
This paper uses a limited set of works, those deemed the most significant to sketch the situation. The choice might be subjective, but the overall picture is clear. Given what accomplished so far, the methods of network science seem interesting both for their theoretical and practical outcomes. In essence, they provide a better and more objective view on the structural and dynamic characteristics of the tourism phenomenon and of the different tourism systems and components.
Originality/value
This paper critically reflects on the state of network science and its application to the tourism domain. Even without claiming to be complete, this paper takes a general perspective approach rather than examining single topics or issues.
Details
Keywords
The deeply embedded perception that human beings are violent by nature is a worldview that becomes instrumental for justifying armed conflict. Prominent authors in multiple…
Abstract
The deeply embedded perception that human beings are violent by nature is a worldview that becomes instrumental for justifying armed conflict. Prominent authors in multiple scholarly disciplines have challenged the myth of the violent human being. This article approaches the complexity of challenging political violence by identifying common ground among different disciplines and putting scholarly research in dialogue with recent developments in war and peace across the globe. This article describes the cultural, political and institutional dimensions that sustain violence, and suggests a specific approach for addressing these three strands.