bluuebunny/crossref_metadata_2025_split huggingface dataset:
Mapping the mind of the mobile consumer across borders
Authors: Sugai Philip 
Published: January 2007

PurposeTo define the similarities and differences in perceptions that mobile consumers in culturally distinct markets hold towards the mobile internet.Design/methodology/approachUsing the Zaltman metaphor elicitation technique (ZMET), mental maps between consumers from Indonesia and Japan were developed and compared.FindingsResults showed clear structural similarities between aggregate maps, while differences were found in experiential factors such as technical infrastructure or the underlying business model. The main barriers to widespread consumer adoption of the mobile internet were not found in cognitive structures unique to individual markets, but appeared instead to be caused by inefficiencies within the wireless ecosystem.Research limitations/implicationsThese results identified factors from a number of pre‐existing theories relevant to the mobile platform, suggesting the need to develop a new, more inclusive theory of mobile consumer behavior. ZMET was also shown to be an effective comparative analysis tool applicable to cross‐cultural research.Practical implicationsMarketers can establish sustainable competitive advantage by effectively addressing the many negative aspects consumers raised about the MobileNet. Additionally, these results suggest that the mobile platform can serve as the foundation for truly co‐creative marketing initiatives.Originality/valueThis is the first paper to explore the cognitive structure and content of consumer perceptions of the mobile internet. This study was also the first to apply ZMET as a comparative tool, as well as the first to extend ZMET to include composite weights of construct dyads.
Sustainable competitive advantage of internet firms
Authors: Javalgi Rajshekhar (Raj) G. , Radulovich Lori P. , Pendleton Glenna , Scherer Robert F. 
Published: January 2007

PurposeAt the core of an international marketing strategy is the internet firm's goal of building and sustaining a competitive advantage. The purpose of this paper is to present an integrative framework to explain the role that customer behavior and customer relationship management (CRM) play in developing a profitable, sustainable competitive advantage for internet companies.Design/methodology/approachThe integrative framework utilizes existing theoretical concepts from the areas of strategy and internet marketing and develops a framework to provide firms with insights into how they can gain the competitive advantage.FindingsThis paper links global customer behavior to the firms' business value chain and provides guidelines for strategic implications. In this conceptual paper, it is discussed that understanding consumer decision‐making behavior on the web and managing these relationships are critically important to achieve a superior performance.Research limitations/implicationsThis is not empirical research. A theoretical model is presented for future testing by researchers using statistical techniques such as structural equation modeling.Practical implicationsThe framework provides managerial insights into building and sustaining a competitive advantage using a consumer‐centric approach, coupled with CRM technology on a global scale. Managerial value is derived by providing an understanding of the link between a sustainable competitive advantage, customer‐focused strategies, consumers' needs and wants, the firm's performance, and shareholder value.Originality/valueIt is important for global marketers to understand how consumer decision‐making on the web affects strategic and financial performance. This paper extends the current literature by integrating consumer decision behavior on the web, CRM, and the firms' performance. This framework explains the creation of a sustainable competitive advantage using customer‐focused strategies to develop customer loyalty for superior firm performance.
The influence of liability of foreignness on market entry strategies
Authors: Chen Haiyang , Griffith David A. , Hu Michael Y. 
Published: January 2007

PurposeThe purpose of this study is to examine how liability of foreignness (LOF) influences multinational enterprises (MNEs) market entry strategy.Design/methodology/approachBuilding on the extant literature, this paper examines the influence of LOF on four MNE market entry strategies (i.e. market‐seeking, resource‐seeking, competitive advantage and control‐orientation) in a sample of 3,085 Sino‐foreign joint ventures formed in manufacturing sectors in China.FindingsThe findings indicate that LOF influences market entry strategies selected by MNEs. Specifically, MNEs from low LOF countries adopt resource‐seeking strategies and strategies to utilize their competitive advantages in labor‐intensive industries more than MNEs from high LOF countries, while investors from high LOF countries adopt market‐seeking and control‐oriented strategies to a greater degree than MNEs from low LOF countries.Originality/valueThis study provides new theoretical insights into LOF for academics as well as suggests the need for managers to explicitly incorporate LOF into market entry strategy decisions.
Internet banking: modelling the e‐competence of customers with a text‐analytic CIT approach
Authors: Mattsson Jan , Helmersson Helge 
Published: January 2007

PurposeThe paper is aimed at modelling the e‐competence of internet bank customers with a new text‐analytic method.Design/methodology/approachA web survey using a critical incident technique approach (CIT) and follow‐up interviews was used to sequentially capture verbal accounts of the very first experience of users of a particular internet bank. Text analyses were carried out from the complete set of responses to the trigger questions to synthesise user accounts of these experiences.FindingsThese verbal syntheses (as modelled by a Pertex text‐analytic approach) are purported to illustrate e‐competence. A diverging pattern of e‐competency was found. One group of customers was able to handle the web site and the other group felt abandoned and was not able to adopt technology.Research limitations/implicationsThe study comprised a limited sample of Danish first‐time internet bank customers. Therefore, generalisations should not be drawn as to the competencies of bank customers. Further research could encompass much larger and broader samples and be focused on a particular internet function or e‐service.Practical implicationsFindings suggest that some customer groups may have difficulties in applying new technology and that these groups may have special needs of support in the start‐up period.Originality/valueThe value of the paper is that it illustrates a new kind of text analysis that can summarise divergent texts and thereby distinguish between different kinds of user competence in a meaningful way.
A comparison of service quality in the banking industry
Authors: Arasli Huseyin , Turan Katircioglu Salih , Mehtap‐Smadi Salime 
Published: January 2007

PurposeTo analyze and compare service quality in the commercial banking sector of a small island economy – Cyprus and to investigate the relationship between overall bank customer satisfaction in the Turkish‐ and Greek‐speaking areas of Cyprus and positive word‐of‐mouth about their banks.Design/methodology/approachA total of 268 commercial bank customers responded to a Greek and Turkish translated version of the SERVQUAL instrument. After descriptive and factor analysis, multivariate regression was used to estimate the impact of service quality dimensions on overall customer satisfaction and word of mouth.FindingsThe responsiveness dimension failed to load and thus the SERVQUAL scale proved to be of a four‐dimensional structure in this study. Research results revealed that the expectations of bank customers in both areas were not met and that the largest gap was found in the empathy dimension. The assurance dimension had the largest influence on customer satisfaction and overall satisfaction of bank customers in both areas of Cyprus had a positive effect on their word‐of‐mouth.Research limitations/implicationsThere were some difficulties in conducting interviews in the Greek‐speaking area of Cyprus and this may have limited the potential sample size. Future research could test the generalizability of findings in other small island economies and look at how the service is delivered by frontline employees.Practical implicationsHelps banks in both areas of Cyprus to redefine their corporate image to one that is customer‐focused and driven by service quality. Findings are also significant for the Turkish‐speaking area which is not at the same level of economic development as its neighbours in the south and needs to restructure its banking system before accession to the EU.Originality/valueThis study investigates service quality in a small island economy. There is disparity in the banking sector of a divided Cyprus, where banks in the South have undergone significant restructuring before EU accession and banks in the North are affected by the economic crisis and need to restructure if they want to join the EU.
Factorial and discriminant analyses of the underpinnings of relationship marketing and customer satisfaction
Authors: Oly Ndubisi Nelson , Kok Wah Chan 
Published: January 2007

PurposeThis research seeks to empirically evaluate the influence of the underpinnings of relationship marketing on the perceived quality of bank‐customer relationship, and on customer satisfaction in the Malaysian banking sector.Design/methodology/approachA field survey of bank customers in Malaysia was conducted using a questionnaire. The data were factor‐analysed to determine the key dimensions of RM. The resulting dimensions were applied in the subsequent discriminant analyses conducted to determine which factors discriminate between customers on the basis of perceived bank‐customer relationship quality and customer satisfaction.FindingsThe results show that five key dimensions, namely: competence, communication, conflict handling, trust, and relationship quality, discriminate between customers in terms of perceived relationship quality and customer satisfaction. Moreover, overall bank‐customer relationship quality discriminates between satisfied customers and those who are not.Research limitations/implicationsThis study was conducted in a bank setting, and may not be generalised in other industries. It has also not considered the impact of the relationship management underpinnings on customer loyalty. However, by employing these constructs, and replicating this study in other industries, researchers would be able to unveil the factors that discriminate between loyal customers and those who are not, and also produce more generic results.Practical implicationsFindings suggest that banks can create customer satisfaction by exhibiting trustworthy behaviour, showing genuine commitment to service, communicating information to customers efficiently and accurately, delivering services competently, handling potential and manifest conflicts skilfully, and improving overall customer relationship quality.Originality/valueInterest in the subjects of relationship marketing and customer satisfaction has been growing among marketing researchers and practitioners. This study adds value by unveiling the key antecedents of relationship quality and customer satisfaction (using the relationship management approach) that can be used in customer relationship management. Customer relationship management itself enables organisations to leverage on privileged information gained through closeness to customers.
Pensions and retirement savings: cluster analysis of consumer behaviour and attitudes
Authors: Gough Orla , Sozou Peter D. 
Published: January 2007

PurposeThe aim of this article is to obtain a better understanding of people's motivation and behaviour with respect to provision for their retirement.Design/methodology/approachThis study examines variation in behaviour and attitudes towards pensions and retirement saving among consumers of financial service products, using data from a questionnaire survey.FindingsA cluster analysis indicates that consumers can be divided into six clusters, with distinctive demographic, economic, behavioural and attitudinal traits for each cluster. Of particular interest is the finding that members of two of the clusters reported a general tendency to be in debt in the short term, whilst at the same time putting money away for retirement through either a company pension or voluntary regular saving.Research limitations/implicationsThe data set is composed of people who enquired about products offered by the financial services industry. This makes the findings by definition relevant to marketing pensions and retirement savings products to this set of people. It is not clear to what extent they apply to the population as a whole; this would be a useful further study.Originality/valueThe key contribution of this study is that the identification of target groups could ultimately lead to enhanced abilities for pension providers to develop customised pension and saving products for those groups.
Consumer attributes and the UK market for private medical insurance
Authors: Taylor Andrew J. , Ward Damian R. 
Published: January 2007

PurposeThis paper seeks to investigate the determinants of private medical insurance (PMI) consumption in the UK.Design/methodology/approachA unique combination of panel data estimators, reduced from equations and instrumental variables, applied to six waves of the British Household Panel Survey, 1996‐2002.FindingsResults from previous studies are compromised by their failure to use appropriate estimation techniques. Furthermore, a clear distinction between being covered by PMI, having purchased PMI; and having an employer provide PMI is important.Research limitations/implicationsControlling for endogenous variables, such as income and the use of panel data estimators, should be a necessary research method in this area.Practical implicationsThis study provides a robust analysis of the determinants of PMI consumption in the UK, enabling product providers to identify and target potential customers in different segments of the PMI market.Originality/valueThis paper breaks new ground in concluding with confidence that age, experience of the NHS in the past years and the belief that the NHS is poor quality, are positive influences on PMI uptake
Customers' perception of electronic service delivery in the UK retail banking sector
Authors: Ibrahim Essam E. , Joseph Matthew , Ibeh Kevin I.N. 
Published: January 2007

PurposeThis study aims to explore the key factors of the electronic service quality (e‐SQ) perceptions of UK banking customers and to evaluate the customers’ perceptions of their banks’ actual performance on the identified e‐SQ dimensions.Design/methodology/approachA survey has been used to collect primary data and 135 usable questionnaires were used in the analysis. Questionnaire items were developed through a two‐stage process involving a review of the main measurement scales employed in previous studies and two focus group interviews to identify a series of attributes for assessing electronic banking service quality. Factor analysis procedure was employed to identify the underlying structure among the explored e‐SQ attributes.FindingsExploratory factor analysis uncovered six composite dimensions of electronic service quality, including the provision of convenient/accurate electronic banking operations; the accessibility and reliability of service provision; good queue management; service personalisation; the provision of friendly and responsive customer service; and the provision of targeted customer service. Further analysis using importance‐performance analysis revealed that the UK customers’ perceptions of their bank actual performance on these revealed that e‐SQ dimensions were largely modest.Research limitations/implicationsGenerally relate to the one industry focus, the exploratory factor analysis employed, and the rather generalized view of electronic banking adopted. Future research should aim to improve on these by replicating the study in multi‐industry settings, assessing the stability of the revealed factor structure, and examining whether particular e‐SQ factors vary in importance across different technology types.Originality/valueThis study has drawn on a sample of 135 UK retail banking customers in exploring the key dimensions of the relatively new electronic service quality (e‐SQ) construct, and evaluating how the survey respondents perceive their respective banks' performance on those critically regarded e‐SQ dimensions.
Correlates of customer loyalty to their bank: a case study in Nigeria
Authors: Osayawe Ehigie Benjamin 
Published: January 2007

PurposeThis paper seeks to examine how customer expectations, perceived service quality and satisfaction predict loyalty among bank customers in Nigeria.Design/methodology/approachA survey research was conducted that included qualitative technique to explore customers' expectations from bank services on the basis of which measurement scales were developed to measure the variables of the study. Respondents for the qualitative research include 18 participants for focus group discussions and 24 for in‐depth interview; they were operators of savings, current, and electronic bank accounts. The quantitative research had 247 bank customers who responded to questionnaire items that measured the research variables.FindingsA hierarchical regression analysis carried out revealed that perception of service quality and satisfaction are significant predictors of customer loyalty, with customer satisfaction contributing more.Research limitations/implicationsIt is implied that management of banks in Nigeria should intermittently conduct market survey to identify the desires of their customers and attempt at satisfying their customers.Practical implicationsManagement of Nigerian banks could design appropriate marketing strategies towards achieving customer satisfaction and this would culminate in enhanced customer loyalty.Originality/valueThe paper improves the external validity of similar findings in the West and demonstrates the generalizability of service quality perception and customer satisfaction as predictors of customer loyalty.
A model of quality management self‐assessment: an exploratory research
Authors: Balbaster Benavent F. , Cruz Ros S. , Moreno‐Luzon M. 
Published: January 2007

PurposeContinuous improvement is a primary principle in total quality management. It is applied to all aspects of the organisation including products, processes, and even the management of the firm. In this context, quality management self‐assessment is a useful tool for fostering the continuous improvement of the whole company, comparing its activities and results with an excellence model. However, little is known about the variables and relationships underlying self‐assessment application. This paper tries to shed light on this topic.Design/methodology/approachThe methodology is an exploratory case study. Three Spanish organisations with a broad experience in self‐assessment application are analysed.FindingsA model of self‐assessment application – containing variables and relationships among variables is proposed. Thus, the establishment of a holistic or systemic self‐assessment model where all the variables linked to self‐assessment employment are analytically and explicitly interrelated becomes the fundamental contribution of the research presented here.Research limitations/implicationsThis framework may constitute a starting point for subsequent academic research in this area.Practical implicationsThe framework may also constitute a practical guide for managers interested in the use of self‐assessment technique.Originality/valueProvides information on self‐assessment in a continuous improvement context.
Does quality drive employee satisfaction in the UK learning sector?
Authors: Robson Andrew , Yarrow David , Owen Jane 
Published: January 2007

PurposeThe purpose of this paper is to provide empirical evidence to assess the nature and extent of the link between employee satisfaction and organisational performance.Design/methodology/approachThis paper examines the link between staff satisfaction and organisational performance, presenting findings from 21 colleges of Further Education that have participated in both a survey of staff satisfaction (covering over 2,600 staff from these colleges) and in a diagnostic benchmarking exercise using the “Learning PROBE” methodology.FindingsThe results suggest that whilst each of the measured aspects of work are regarded as being important by a majority of survey respondents, the level of “satisfaction” displayed in each of these attributes is indicated by only a minority of those surveyed. The findings support the existence of a link between staff satisfaction and organisational excellence. Staff satisfaction levels are most strongly associated with the leadership and service processes indices, and even more so with the overall organisational diagnosis. This suggests that colleges that are implementing “good practices” covering a range of managerial aspects, and who are achieving corresponding organisational results, are likely to be closer to satisfying their staff. Practices relating to people, performance management and organizational results also show association with staff's satisfaction gap, although not as significantly as above. The results suggest an holistic approach to implementing business practices appears to be more effective than concentrating only on deploying good practices in only a single area of the managerial process.Originality/valueThe value of the paper is to the UK Further Education Sector in that it identifies those organisational practices, which improved, can in combination address to some extent the work satisfaction levels of their employees.
Taguchi experimental design for manufacturing process optimisation using historical data and a neural network process model
Authors: Sukthomya Wimalin , Tannock James D.T. 
Published: January 2007

PurposeThe paper describes the methods of manufacturing process optimization, using Taguchi experimental design methods with historical process data, collected during normal production.Design/methodology/approachThe objectives are achieved with two separate techniques: the Retrospective Taguchi approach selects the designed experiment's data from a historical database, whilst in the Neural Network (NN) – Taguchi approach, this data is used to train a NN to estimate process response for the experimental settings. A case study illustrates both approaches, using real production data from an aerospace application.FindingsDetailed results are presented. Both techniques identified the important factor settings to ensure the process was improved. The case study shows that these techniques can be used to gain process understanding and identify significant factors.Research limitations/implicationsThe most significant limitation of these techniques relates to process data availability and quality. Current databases were not designed for process improvement, resulting in potential difficulties for the Taguchi experimentation; where available data does not explain all the variability in process outcomes.Practical implicationsManufacturers may use these techniques to optimise processes, without expensive and time‐consuming experimentation.Originality/valueThe paper describes novel approaches to data acquisition associated with Taguchi experimentation.