bluuebunny/crossref_metadata_2025_split huggingface dataset:
The impact of insurance coverage on consumer utilization of health services
Authors: O'Connor Genevieve Elizabeth 
Published: May 2015

Purpose
– The purpose of this paper is to identify how need for service, enabling factors and pre-disposing characteristics influences access to service. In addition, the authors seek to examine the moderating influence of pre-disposing variables on the relationship between insurance and health services utilization.

Design/methodology/approach
– The authors utilize data from a major metropolitan hospital in the USA to test and extend the behavioral model of health care.

Findings
– Results indicate that insurance and pre-disposing variables have a direct impact on type of health service utilization. However, the insurance effect is found to vary by demographic factors.

Research limitations/implications
– This paper is limited to secondary data. Future work can incorporate both attitudinal and behavioral measures to obtain a more comprehensive evaluation of services access.

Practical implications
– The research offers a tactical framework for management to segment consumer markets more effectively.

Social implications
– Through the framework, management will have the requisite knowledge to target segmented populations based on need, insurance, and pre-disposing variables which will help improve access to services and clinical outcome.

Originality/value
– The findings of this paper will serve as a basis for future research exploring the influence of insurance on access to services.
Examining intellectual capital and competitive advantage relationship
Authors: Chahal Hardeep , Bakshi Purnima 
Published: May 2015

Purpose– The purpose of this paper is to investigate the impact of intellectual capital on competitive advantage in banking sector. Further, it also examines the role of innovation as a mediating variable and organisational learning as a moderating variable in intellectual capital and competitive advantage relationship.Design/methodology/approach– Data are collected from 144 branches of 21 public and seven private banks operating in Northern India (Jammu). Three executives (including one manager and two senior employees) from each branch are contacted purposively. Out of 576 questionnaires distributed, 339 questionnaires are returned with response rate of 62.08 per cent.Findings– The study finds that intellectual capital has direct and positive impact on the competitive advantage. It is also verified that innovation fully mediates the relationship between intellectual capital and competitive advantage. Further, the moderating effect of organisational learning on the relationship between intellectual capital and competitive advantage is also confirmed.Research limitations/implications– The study is limited to the banking sector of Jammu city only. Only three dimensions of intellectual capital are considered in the present study.Originality/value– The study represents the relationship between intellectual capital and competitive advantage in banking sector. The results extend the understanding of the role of organisational learning and innovation in creating intellectual capital and building sustainable advantages for organisations.
Serving the poor: captive market CSR and repurchase intention
Authors: Jose Saju , Khare Nilesh , Buchanan F. Robert 
Published: May 2015

Purpose– The purpose of this paper is to examine whether corporate social responsibility (CSR) activities of the firm affect poor captive consumers’ repurchase intentions, and whether or not CSR activities may moderate established relationships that drive repurchase intentions.Design/methodology/approach– A survey was administered to 201 poor microfinance borrowers at the bottom of the pyramid in India in a cross-sectional field study format. Multivariate regression is used to examine relationships between CSR and repurchase intention.Findings– All else being the same, CSR activities aimed at the borrowers’ communities affects repurchase intentions positively even among poor captive borrowers. Further, positive perceptions of CSR to some extent mitigate the negative impact of the dissatisfaction on repurchase intentions. Unmarried borrowers, mostly female, were more moved by CSR impressions compared to their married counterparts.Research limitations/implications– Future research could identify other aspects of demographic differences in borrowers, and capture more about attitudes toward CSR and motivations for borrowing. Longitudinal study can establish causality that cannot be inferred from this cross-sectional field study. More diverse locations and organizations would offer wider generalizability. It will be interesting to examine if poor and captive customers would care about CSR activities even when such activities are targeted at recipients unrelated to them or their communities.Originality/value– The dynamics of CSR in poor captive consumer communities are somewhat novel. Microfinance context makes it even more so as the borrower is both a client and a recipient of CSR simultaneously. Results suggest that like well-off consumers, poor and captive customers also care about dissatisfaction and CSR.
Customers’ emotional reactions in the banking industry
Authors: Marinkovic Veljko , Obradovic Vladimir 
Published: May 2015

Purpose
– The purpose of this paper is to identify antecedents and consequences of customers’ emotional reactions in the banking industry. In this context, a model based on segmenting all variables into three segments is proposed.

Design/methodology/approach
– The research was conducted on a sample of 211 respondents. Data analysis was conducted in AMOS 18. In order to assess the overall model fit, confirmative factor analysis (CFA) was used. To test the research hypotheses, a structural equation model was used.

Findings
– The research results indicate that trust, social bonds, image and service quality are statistically significant drivers of satisfaction. Of these variables, only service quality has no significant impact on affective commitment. Trust stands out as the variable with the greatest impact on customer emotional responses. Satisfaction is also an important determinant of customers’ behavioral intentions.

Practical implications
– Results of the present study indicate that management should pay considerable attention to strengthening intangible elements that imply the development of long-term relationships with clients.

Originality/value
– By designing a new model that includes antecedents and consequences of emotional reactions of customers, the present research contributes to theory in the field of services marketing. The model is characterized by its three-tier structure, whereby satisfaction and affective commitment occupy a central position.
Modelling roles of commitment on rapport and satisfaction
Authors: Fatima Johra Kayeser , Razzaque Mohammed Abdur , Di Mascio Rita 
Published: May 2015

Purpose– The purpose of this paper is to explore the effect of calculative, affective and normative commitment on bank employee-customer rapport and customer satisfaction. The mediating effect of rapport between each of the three types of commitment and customer satisfaction is also examined.Design/methodology/approach– Structural equation modelling by Partial Least Square method is used for analysing the data on 212 bank customers in Bangladesh.Findings– Results indicate that affective and normative commitment of customers has strong influence in developing rapport, whereas the impact of customers’ calculative commitment on rapport was found to be non-significant. The study also found that rapport has a complementary mediation effect between the three types of commitment and customer satisfaction.Practical implications– While providing training to front line employees, bank management should make them aware that not all customers may have the same level of positive attitude or cooperation for the rapport-building procedure. Employees should understand that different customers will respond differently to their efforts for building rapport due to their pre-existing commitment levels towards banks. Bank management should acknowledge that customers’ current level of commitment may be further strengthened or weakened by successful or unsuccessful rapport building with banks’ employees and thereby re-evaluate their satisfaction level with the bank.Originality/value– The study contributes to the relationship literature by exploring the mediating role of rapport between commitment and customer satisfaction, and by considering the influence of normative commitment on customer-employee rapport in financial services.
The profile of unethical insurance customers: a European perspective
Authors: Dehghanpour Ali , Rezvani Zeinab 
Published: May 2015

Purpose– Although perceived as a wrong act, insurance fraud is a prevalent phenomenon. The purpose of this paper is to understand the psychological factors that lead to reporting an exaggerated/false insurance claim would enable insurance companies and policy makers to devise better preventive policies.Design/methodology/approach– Utilizing data-driven clustering techniques on psychological and demographic measures from 985 insurance customers in Europe, this study outlines profiles of segments of customers as it relates to dishonesty in dealing with insurance companies. The segmentation criteria include attitude toward insurance fraud, perceived probability of punishment, basic human values and morals, religiosity, life satisfaction and demographic characteristics.Findings– Results reveal the existence of four market segments. The segments include non-conservatives (sensitive to both perception of wrong behavior and the monetary payoff for a fraudulent claim), self-protectionists (sensitive to the probability of being caught), hedonists (sensitive to the personal pleasure and monetary payoffs for insurance fraud) and socially focused individuals (sensitive to social norms regarding admitting to having committed insurance fraud). Among the demographic variables, only education and among psychological variables, universalism, hedonism, security, conformity, tradition, benevolence, moral philosophy, religiosity, perceived probability of punishment and attitude toward insurance fraud were significantly different among the four identified segments.Practical implications– Specific policies are proposed in order to prevent insurance fraud, tailored to the specific profile of each segment.Originality/value– Using a psychological perspective and a data-driven methodology, this study identifies four heterogeneous segments of unethical insurance customers with dissimilar values, attitudes toward fraud and perception of punishment probability.
Customer satisfaction and loyalty in the United Arab Emirates banking industry
Authors: Sayani Hameedah 
Published: May 2015

Purpose
– The purpose of this paper is to identify the determinants of consumer loyalty in Islamic and conventional banks in the United Arab Emirates (UAE). The study has relevance and importance in a country with a dual banking system. Since the products and services offered by the banks are largely homogenous, customer loyalty is mostly associated with the quality of certain tangible and intangible dimensions of service. It is important for the banks to understand the factors that lead to higher satisfaction and subsequent loyalty among consumers in the context of the UAE.

Design/methodology/approach
– More than 300 respondents were surveyed to understand the factors that lead to continuing a relationship with Islamic and conventional banks. The data were analyzed using ANOVA and stepwise regression.

Findings
– The findings of the study indicate that Islamic banks’ customers are satisfied with the Shariah Advisory Board, convenience-related factors such as number of branches, and efficiency-related factors like handling issues on the phone. However, an inverse relationship is found between advice by the personnel and length of association with the bank. On the other hand, the importance of reputation and efficient handling of issues on the phone is highlighted with respect to conventional banks.

Research limitations/implications
– The study focusses only on consumers that bank either with Islamic or conventional banks and excludes those who deal with both Islamic and conventional banks simultaneously.

Practical implications
– The research has several managerial implications, as the findings of the study not only highlight the factors that banking consumers value the most in the UAE banking sector, but also provide insight into the factors which need immediate attention. These decisions have strategic and resource-related implications for banks. This knowledge will allow banks to align services with their long-term objectives and invest into resources and capabilities that will provide them competitive advantage.

Originality/value
– The study allows identification of factors that are valued the most by banking consumers in a culturally and religiously diverse country with a dual banking system.
Wage differentials between immigrants and the native-born in Australia
Authors: Cai Lixin , Liu Amy Y.C. 
Published: May 2015

Purpose– The purpose of this paper is to examine the wage differentials along the entire distribution between immigrants and the Australian-born.Design/methodology/approach– Using the Household, Income and Labour Dynamics in Australia (HILDA) Survey, the authors apply a semi-parametric method (DiNardoet al., 1996) to decompose the distributional wage gap between immigrants and native-born Australians into composition effect and wage structure effect. The authors further apply the unconditional quantile regression (UQR) method (Firpoet al., 2007) to decompose the overall wage structure effect into contributions from individual wage covariates.Findings– Relative to the native-born, both effects favour immigrants from English-speaking countries. For male immigrants from non-English-speaking countries (NESC) the favourable composition effect is offset by disadvantage in the wage structure effect, leaving little overall wage difference. Female immigrants from NESC are disadvantaged at the lower part of the wage distribution.Practical implications– The increasingly skill-based immigration policy in Australia has increased skill levels of immigrants relative to the Australian-born. However, the playing field may yet to be equal for the recent NESC immigrants due to unfavourable rewards to their productivity factors. Also, immigrants are not homogeneous. Countries of origin and gender matter in affecting wage outcomes.Originality/value– The unique wage-setting system and the increasingly skill-based immigration policy have made Australia an interesting case. The authors examine the entire wage distribution between migrants and native-born rather than focus on the mean. The authors differentiate immigrants by their country of origin and gender; and apply the UQR decomposition to identify the contributions from individual wage covariates.
How to empower employees: using training to enhance work units’ collective empowerment
Authors: Voegtlin Christian , Boehm Stephan A. , Bruch Heike 
Published: May 2015

Purpose– The purpose of this paper is to examine, theoretically and empirically, whether an employee training program can enhance the collective perception of empowerment of work units within an organization. The authors hypothesized that training participation relates to empowerment by enhancing the potency, meaningfulness, impact, and autonomy of the employees.Design/methodology/approach– The authors collected data at two time points, before and after the training intervention. Over the two periods, the sample consisted of an average of 2,383 employees nested in 36 work units of a large multinational company.Findings– The results indicated a positive relationship between training participation and increased levels of collective psychological empowerment, with differential effects on the dimensions of empowerment.Practical implications– This study provides evidence of the positive relationship between training and empowerment, suggesting training effects across levels of analysis. The results indicated dimensions of empowerment that are more and such that are less prone to training. Such knowledge may help to inform organizations in developing training strategies. The authors provide recommendations for a respective training program.Originality/value– This is one of the first studies to investigate the relationship between training participation of individual employees and shared empowerment perceptions within their work units, adding an important antecedent to the research on empowerment. In addition, the authors propose ways of how individual employees can affect shared perceptions among work-unit members. The study offers insights into the development of empowered work units, the vertical transfer of training across levels of analysis and implications for training programs.
Exploring the “mid office” concept as an enabler of mass customization in services
Authors: Silvestro Rhian , Lustrato Paola 
Published: May 2015

Purpose– Mass customization (MC) is a well-established strategy for providing high levels of customization while achieving the scale economies of high volume production. The purpose of this paper is to explore a new service design configuration, the “mid office,” as a service interface which may support front office customization capabilities while protecting the back office from disruption. The authors posit that it may facilitate MC by enabling product/service and organizational modularity.Design/methodology/approach– The research is based on a single case study of a large European bank’s payment services, traditionally high volume, low variety operations. The bank adopted a MC strategy which involved the creation of a mid office. The analysis spans product/service and organizational design.Findings– When combined with menu-driven customization and reuse modularization, the mid office appears to support partial rather than full MC. It facilitates postponement of customization to the assembly stage through service coproduction, organizational decoupling, and the streamlining of employee adaptive behaviors.Research limitations/implications– The study bears the limitations typical of case study research; however this was appropriate given the exploratory nature of the research into a nascent concept.Practical implications– The paper identifies a series of design decisions to enable practitioners to choose between full and partial service MC, ensuring design coherence through a mirror effect of service modularity and organizational modularity.Originality/value– It is argued that the mid office is a service interface which facilitates partial MC by enabling service and organizational modularity. The paper reinterprets the archetypes of full and partial MC in service terms, and proposes a contingent approach to service MC implementation based on service value.
Organising health services through modularity
Authors: Vähätalo Mervi , Kallio Tomi Juhani 
Published: May 2015

Purpose– The purpose of this paper is to analyse the way in which the factors influencing a transformation towards or away from modularity, according to general modular systems theory, appear in the context of health services, and the extent to which the special characteristics of health services might support or prevent its application.Design/methodology/approach– The arguments constructed in the study are based on the theme of modularity, reflected against the special characteristics of health services identified in the context of health economics.Findings– The results include 11 proposition pairs that direct health services both towards and away from modularity.Research limitations/implications– Health services are highly heterogeneous in nature and the authors illustrate this with a wide range of examples from elderly care as the authors discuss the application of modularity in this context. Nevertheless, the authors recognise that modularity might suit some health services better than others. The findings provide potentially important information to health service managers and providers, enabling them to understand how modularity would benefit health service provision and where contradictions are to be expected.Originality/value– This study contributes to the discourse on service modularity in general, and complements the literature on modularity with reference to both public and private health services.
Brand loyalty in enterprise microblogs
Authors: Zhang Hong , Zhang Kem Z.K. , Lee Matthew K.O. , Feng Feng 
Published: May 2015

Purpose– With the prevailing microblogging phenomenon, many marketers have created their microblog accounts to promote products, advertise brands, and attract consumers. The purpose of this paper is to examine the effects of consumers’ community commitment, information technology (IT) habit, and participation on their brand loyalty in the context of enterprise microblogs.Design/methodology/approach– A total of 364 valid data were collected from fans or followers of enterprise microblogs through a survey onWeibo.com. The data were analyzed with smart partial least squares.Findings– Community commitment and IT habit directly lead to brand loyalty and indirectly affect brand loyalty through the mediating influence of participation. Information quality, perceived expertise, and social interaction are antecedents of community commitment. Satisfaction, importance, and social interaction positively affect IT habit.Research limitations/implications– To enhance the generalizability of the study, future studies may examine findings in other platforms (e.g. Twitter) with a large sample size.Practical implications– Practitioners can increase consumers’ brand loyalty through enterprise microblogs. Considerable attention should be directed to facilitating members’ community commitment and IT habit. In addition, the study points out significant antecedents of community commitment and IT habit for researchers, managers, and companies.Originality/value– To uncover the marketing potential of microblogging technology, the authors highlight the need for investigating how enterprise microblogs generate promising marketing outcomes. The present study examines key determinants of brand loyalty. The model empirically shows the significant effects of community commitment, IT habit, and participation.