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Tytuł:
Customer Perceived Value Towards Convenience Stores in Malaysia: The Influence on Customer Satisfaction,Loyalty and Retention
Autorzy:
Animashaun, Abdulrauf
Tunkarimu, Tarila Iman
Dastane, Omkar
Powiązania:
https://bibliotekanauki.pl/articles/540584.pdf
Data publikacji:
2016
Wydawca:
Uniwersytet Warszawski. Wydawnictwo Naukowe Wydziału Zarządzania
Tematy:
Customer Perceived Value
customer satisfaction
customer loyalty and retention
convenience stores
Malaysian retail
Opis:
Numerous researchers have centred their attention on Customer Perceived Value towards brands but only a few have focussed on CPV towards convenience stores. The main purpose of the research is to measure the CPV dimensions and identify which dimension infl uences customer satisfaction and as a result leads to customer loyalty and retention for convenience stores in Malaysia. Independent variables such as functional, conditional, social, emotional and economic values were taken into account; the number of 200 customers were sampled, using a blend of explanatory and descriptive research design and a quantitative research method. The reliability was measured ranging from (α =.560-.966) using Cronbach’s alpha. The application of descriptive statistics and correlation analysis was intended to explain the relationship between the independent and dependent variables of the research, whereas the inferential statistics and linear regression were used to test the hypotheses; with a signifi cance level p ≤ 0/05 whereby the fi ndings of the research showed that economic value has a high infl uence on customer satisfaction as well as loyalty and retention. However, based on the fi ndings customers are highly infl uenced by the economic value they get from a convenience store. Among the realistic contributions are positioning value pricing, formulating a strategy that encourages convenience value, connects to customers’ emotions during shopping and also creates a diverse approach that sets a convenience store apart from another. However, there is a need for future studies to extend the model of this research by adding other perceptions such as demographic features of the consumers.
Źródło:
Journal of Marketing and Consumer Behaviour in Emerging Markets; 2016, 2(4); 4-27
2449-6634
Pojawia się w:
Journal of Marketing and Consumer Behaviour in Emerging Markets
Dostawca treści:
Biblioteka Nauki
Artykuł
Tytuł:
Postmodernism and customer centricity
Autorzy:
Mehraramolan, Amirreza
Powiązania:
https://bibliotekanauki.pl/articles/540600.pdf
Data publikacji:
2016
Wydawca:
Uniwersytet Warszawski. Wydawnictwo Naukowe Wydziału Zarządzania
Tematy:
postmodernism
positivism
customer centricity
phenomenology
Opis:
There are many different explanations of customer centricity, and many people are in support of that concept whereas many others are against it. Different meanings can be found for customer centricity in literature. Which one could be the proper and most reliable one? Most of the views on customer centricity are based on foundational philosophical approaches and many different patterns are set as a guideline for the organizations which are willing to be customer-centric. In this paper, the aim is to look at the customer centricity phenomenon from the postmodernist point of view. The question of this study is linked to an anti-foundational philosophical approach (postmodernism) and it is shown how different the answers could be based on the philosophy approach that we choose. To collect the data, 10 in-depth interviews were done with senior business managers of customer-centric organizations in Iran. The results showed completely different answers from the postmodernist point of view.
Źródło:
Journal of Marketing and Consumer Behaviour in Emerging Markets; 2016, 1(3); 34-41
2449-6634
Pojawia się w:
Journal of Marketing and Consumer Behaviour in Emerging Markets
Dostawca treści:
Biblioteka Nauki
Artykuł
Tytuł:
Virtual Environment as a Space of Shopping Center Customer Engagement
Środowisko wirtualne jako przestrzeń zaangażowania klienta centrum handlowego
Autorzy:
Maciejewski, Grzegorz
Krowicki, Piotr
Powiązania:
https://bibliotekanauki.pl/articles/2085941.pdf
Data publikacji:
2021-12-30
Wydawca:
Uniwersytet Warszawski. Wydawnictwo Naukowe Wydziału Zarządzania
Tematy:
areas of customer engagement
customer engagement
shopping center
centrum handlowe
obszary zaangażowania
zaangażowanie klienta
Opis:
Purpose: The aim of the article is to identify online customer engagement in shopping centers (SC). Design/methodology/approach: The research was based on secondary and primary sources. The secondary sources are the subject literature, while the primary sources were obtained through netnographic research carried out on the basis of the analysis of affiliate pages of the Facebook social platform and the Google review platform of the 25 largest Polish shopping centers. Findings: The frequency of publishing posts by shopping malls and areas of customer engagement were identified. The research results show large differences between shopping centers in terms of customer engagement in a virtual environment and identify areas of customer engagement in shopping centers on the internet. Research limitations/implications: The authors of the article are aware of the limitations of their research: the analysis of statements in social media does not have to overlap with oral statements in an offline real environment. Moreover, the research results presented should only be referred to the environment of Facebook and Google. However, the variety of social media is very large, and according to the literature on the subject, the type of medium can have a large impact on the CE phenomenon. The research could be expanded by making the analysis of the type of content published by shopping centers (e.g. news, entertainment posts, shopping posts, etc.), by dividing them into categories and drawing attention to the relationships between the type of content published and the level of engagement. It could also be interesting to identify the relationship between the level and areas of customer engagement and the generation of the shopping center. Originality/value: The analysis presented in the article is of great cognitive importance. As far as the authors of the article know, this is the first publication on the engagement of a shopping center customer. The obtained results may be helpful for managers of shopping centers: they draw attention to the scale and particular areas of this phenomenon
Cel: identyfikacja zaangażowania klienta centrów handlowych (CH) w Internecie. Metodologia: badania oparto na źródłach wtórnych i pierwotnych. Źródła wtórne stanowi literatura przedmiotu, natomiast źródła pierwotne zostały pozyskane w drodze badań netnograficznych, przeprowadzonych na podstawie analizy stron afiliacyjnych platformy społecznościowej Facebook oraz platformy recenzenckiej Google 25 największych polskich centrów handlowych. Wyniki: zidentyfikowano częstotliwość publikowania postów przez centra handlowe i obszary zaangażowania klienta. Wyniki badań wskazują na duże różnice między centrami handlowymi w zaangażowaniu klienta w środowisku wirtualnym oraz identyfikują obszary zaangażowania klienta centrów handlowych w Internecie. Ograniczenia/implikacje badawcze: autorzy artykułu są świadomi ograniczeń swoich badań: analiza wypowiedzi w mediach społecznościowych nie musi się pokrywać z wypowiedziami ustnymi w środowisku rzeczywistym offline. Ponadto, zaprezentowane wyniki badań dotyczą jedynie środowiska Facebook oraz Google. Różnorodność mediów społecznościowych jest bardzo duża, a typ medium może mieć duży wpływ na zjawisko CE. Rozwinięciem badań byłaby analiza rodzaju publikowanych treści przez centra handlowe (np. posty informacyjne, rozrywkowe, handlowe), ich kategoryzacja oraz zwrócenie uwagi na relacje pomiędzy rodzajem publikowanych treści a poziomem zaangażowania. Interesująca mogłaby być również identyfikacja związku pomiędzy poziomem i obszarami zaangażowania klienta a generacją centrum handlowego. Oryginalność/wartość: zaprezentowana w artykule analiza ma duże znaczenie poznawcze. Zgodnie z wiedzą autorów artykułu, jest to pierwsza publikacja dotycząca zaangażowania klienta centrum handlowego. Uzyskane wyniki mogą być pomocne dla menedżerów centrów handlowych: zwracają uwagę na skalę oraz poszczególne obszary tego zjawiska.
Źródło:
Problemy Zarządzania; 2021, 19, 4/2021 (94); 81-100
1644-9584
Pojawia się w:
Problemy Zarządzania
Dostawca treści:
Biblioteka Nauki
Artykuł
Tytuł:
Impact of Social, Epistemic and Conditional Values on Customer Satisfaction and Loyalty in Automobile Industry: A Structural Equation Modelling
Autorzy:
Hassan, Zubair
Powiązania:
https://bibliotekanauki.pl/articles/540592.pdf
Data publikacji:
2017
Wydawca:
Uniwersytet Warszawski. Wydawnictwo Naukowe Wydziału Zarządzania
Tematy:
customer perceived value, satisfaction,
brand loyalty
Opis:
The purpose of this study is to identify the social, epistemic and conditional values associated with automobiles and to examine their impact on customer satisfaction and brand loyalty. A sample size of 198 respondents was chosen from various locations near Jeddah in Saudi Arabia using convenient sampling techniques. A multi-factor customer perceived value questionnaire with a Likert scale from 1 to 5 was used to collect the data to determine the social, epistemic and conditional perceived values associated with automobiles and their impact on customer satisfaction and brand loyalty. AMOS was used to generate the result and to analyse the collected data. 5 items were reduced from the original construct to meet the standard loading during the confirmatory factor analysis. Then structural modelling was conducted on a full model and satisfaction as a mediator model. The findings were that epistemic value and conditional value have a positive and signifi cant impact on satisfaction. Also epistemic value and satisfaction have a positive and signifi cant impact on loyalty. However, social value has a negative impact on satisfaction and loyalty in the full model and the mediator model as well. Therefore, epistemic value and conditional value are important dimensions or values associated with automobile brands in Saudi Arabia and they affect customer satisfactions and loyalty.
Źródło:
Journal of Marketing and Consumer Behaviour in Emerging Markets; 2017, 1(5); 29-44
2449-6634
Pojawia się w:
Journal of Marketing and Consumer Behaviour in Emerging Markets
Dostawca treści:
Biblioteka Nauki
Artykuł
Tytuł:
New technologies in the field of sensory marketing and customer experience: a systematic literature review
Autorzy:
Gajda, Dawid
Powiązania:
https://bibliotekanauki.pl/articles/41188931.pdf
Data publikacji:
2023-05-10
Wydawca:
Uniwersytet Warszawski. Wydawnictwo Naukowe Wydziału Zarządzania
Tematy:
sensory marketing
new technologies
customer experience
Opis:
Nowadays, we are noticing more and more new technological solutions that fit into the field of sensory marketing, the implementation of which is in a relatively preliminary stage. They are intended to improve customer experience. The main objective of the research is to determine the main topics covered in the literature. This article covers a systematic literature review of research conducted to date on new technologies that are part of the field of sensory marketing related to customer experience. The research search was based on two databases: Scopus and Web of Science Core Collections. Studies conducted between 2007 and May 2022 were included. Four inclusion criteria were used: database, terms, language, and cover period. No methods were used to assess the risk of bias in the included studies. 33 items of literature were qualified for qualitative synthesis. Based on the analysis, a conceptual framework of the most commonly used antecedents and outcomes in research was created, and two main research areas were identified: sense of telepresence and research by technology type. In view of this, further research directions based on the identified research gaps were indicated.
Źródło:
Journal of Marketing and Consumer Behaviour in Emerging Markets; 2023, 1(16); 51-78
2449-6634
Pojawia się w:
Journal of Marketing and Consumer Behaviour in Emerging Markets
Dostawca treści:
Biblioteka Nauki
Artykuł
Tytuł:
Kompetencja „orientacja na klienta” u osób zakładających działalność gospodarczą oraz jej znaczenie dla procesu inwestowania w rozwój pracowników
The Customer Orientation Competence of People Starting A Business and Its Importance to The Process of Investing in Employee Development
Autorzy:
Pawłowska, Anna
Powiązania:
https://bibliotekanauki.pl/articles/525794.pdf
Data publikacji:
2015-02-02
Wydawca:
Uniwersytet Warszawski. Wydawnictwo Naukowe Wydziału Zarządzania
Tematy:
customer orientation
entrepreneur
employee development
competences
Opis:
Jak wynika z badań, szkolenie pracowników w sektorze małych i średnich przedsiębiorstw jest tym obszarem zarządzania ludźmi, w ramach którego decyzje podejmowane są w sposób przypadkowy. W Polsce mniej niż połowa przedsiębiorców inwestuje w pracowników, mimo że ustalono niewątpliwy związek tych działań z efektywnością i innowacyjnością firm. Jedną z przyczyn małego nastawienia na rozwój pracowników u przedsiębiorców jest brak strategicznej wizji funkcjonowania firmy i wynikającego z tego nastawienia na zaspokajanie potrzeb klientów. Szkolenia mają służyć uzupełnianiu braków kompetencyjnych pracowników, które wspierają realizację celów biznesowych. W niniejszym opracowaniu przedstawiono wyniki badań własnych przeprowadzonych wśród osób rozpoczynających działalność gospodarczą. Celem ich jest sprawdzenie, czy badani posiadają ukształtowana kompetencję „orientacja na klienta”. Jej brak, zgodnie z przyjętym założeniem, skutkuje niskim zaangażowaniem w proces rozwoju pracowników.
According to research, training of employees in the sector of small and medium-sized enterprises is the area of human resource management in which decisions are made in a random manner. In Poland, less than half of the entrepreneurs invest in their employees’ competencies, even though it is established that there is a definite relationship between this activity and companies’ effectiveness and innovation. One reason for this kind of entrepreneurs’ attitude to employees’ development is the lack of strategic vision of the company and the consequent focus on customers’ needs. An employee training system should be designed to remedy the lack of employees’ competences that support business objectives. This study presents the results of research carried out among business start-ups. Its purpose is to determine whether the respondents have developed the “customer orientation” competence. The low level of this competence, according to this approach, results in low involvement in the development of employees.
Źródło:
Problemy Zarządzania; 2015, 1/2015 (51), t.2; 170-182
1644-9584
Pojawia się w:
Problemy Zarządzania
Dostawca treści:
Biblioteka Nauki
Artykuł
Tytuł:
Crowdfunding as an Internet Tool Used for Establishing Relationships With the Customer – A Concept Paper
Crowdfunding jako narzędzie do budowania relacji z klientami
Autorzy:
Wiścicka-Fernando, Małgorzata
Powiązania:
https://bibliotekanauki.pl/articles/1925953.pdf
Data publikacji:
2021-04-09
Wydawca:
Uniwersytet Warszawski. Wydawnictwo Naukowe Wydziału Zarządzania
Tematy:
crowdfunding
relationship marketing
customer
marketing relacji
klient
Opis:
Purpose: As a conceptual paper, this article presents the idea of crowdfunding activities, crowdfunding being not only a modern tool of fundraising but also an interesting form of establishing relationships with stakeholders. The primary aim of the article is to show the role of crowdfunding in the process of creating relationships with customers. Design/methodology/approach: The article has been divided into two parts. The first part focuses on the definition of crowdfunding as a form of raising funds and provides examples of selected campaigns. The second part presents the process of establishing relationships during crowdfunding campaigns. The author applied a qualitative approach to meet the research objectives. Moreover, the concept formulation was done through a systematic literature review. Findings: The emotional involvement of consumers in a crowdfunding campaign constitutes a significant element in relation building and may be developed at any stage of the conducted campaign. Specific characteristics support building relations with consumers (openness, involvement, curiosity, willingness to share information, emotional connection, spontaneity, familiarity with other consumers). A major argument is the fact that during such campaigns relations are built on trust, openness and involvement. Research limitations/implications: The model was completely built based on the literature. Thus, as a further step of this research the author strongly suggests conducting research with a quantitative approach. Furthermore, the author stresses that the presented concept requires empirical verification and such research is planned in the future. Originality/value: This article analyzes crowdfunding activity in view of building relationships with customers. Thus, the author of the article shares the new knowledge and suggests the process of building relationships with customers by critically illustrating the created conceptual model.
Cel: w artykule podjęto problematykę crowdfundingu, który jest nie tylko nowoczesnym narzędziem pozyskiwania funduszy, lecz także ciekawą formą nawiązywania relacji z interesariuszami. Podstawowym celem artykułu jest ukazanie roli crowdfundingu w procesie tworzenia relacji z klientami. Metodologia: artykuł został podzielony na dwie części. W pierwszej omówiono ideę crowdfundingu jako formy pozyskiwania środków oraz zaprezentowano przykłady wybranych kampanii. W drugiej części przedstawiono proces nawiązywania relacji podczas trwania kampanii crowdfundingowych. W artykule wykorzystano jakościową metodę badań, a zaproponowana koncepcja powstała na podstawie przeglądu literatury. Wyniki: emocjonalne zaangażowanie konsumentów w kampanię crowdfundingową jest istotnym elementem budowania relacji i może być rozwijane na każdym etapie prowadzonej kampanii. Budowaniu relacji z konsumentem sprzyjają charakterystyczne cechy (otwartość, zaangażowanie, ciekawość, chęć dzielenia się informacjami, więź emocjonalna, spontaniczność, znajomość z innymi konsumentami). Istotnym jest fakt, że podczas takich kampanii relacje budowane są na zaufaniu, otwartości i zaangażowaniu. Ograniczenia/implikacje badawcze: model został w całości zbudowany na podstawie literatury. Dlatego jako kolejny krok niniejszych badań, autor sugeruje przeprowadzenie badań z podejściem ilościowym. Ponadto podkreśla, że prezentowana koncepcja wymaga weryfikacji empirycznej i takie badania są planowane w przyszłości. Oryginalność/wartość: w artykule przeanalizowano działalność crowdfundingową pod kątem budowania relacji z klientami. Tym samym autor proponuje nowy sposób budowania relacji z klientami poprzez stworzony model koncepcyjny.
Źródło:
Problemy Zarządzania; 2021, 19, 1/2021 (91); 165-176
1644-9584
Pojawia się w:
Problemy Zarządzania
Dostawca treści:
Biblioteka Nauki
Artykuł
Tytuł:
Review and Analysis of Selected Customer Value Measurement Methods
Przegląd i analiza wybranych metod pomiaru wartości klienta
Autorzy:
Kubacka, Maria
Powiązania:
https://bibliotekanauki.pl/articles/2195484.pdf
Data publikacji:
2020-06
Wydawca:
Uniwersytet Warszawski. Wydawnictwo Naukowe Wydziału Zarządzania
Tematy:
customer value measurement
CLV (customer lifetime value)
SOW (share of wallet)
RFM (reviewerfrequency-monetary value)
PCV (past customer value)
pomiar wartości klienta
długookresowa wartość klienta (CLV)
RFM
SOW
PCV
Opis:
The methods of measuring customer value are of constant interest. This area is widely described in the literature, but nevertheless somewhat generally. It is important to analyse the different methods comprehensively in the context of the customer and the company. The aim of this paper is to analyse the methods of measuring customer value most often presented in the literature, as well as to assess the possibility of their reliable application and to indicate the limitations resulting from the construction of models of their calculations. One very important goal is to constructively propose solutions to the problematic issues in the methods analysed. In order to achieve the objectives of the paper, methods of measuring customer value are presented. On this basis, the author has identified problematic elements that constitute guidelines for further research. A literature review and analysis of studies carried out with the use of the methods discussed is applied. The conclusions of this research indicate ambiguity in the methods of measuring customer value, their diversity and, most importantly, the inability to reliably determine certain components of the methodology, especially for customer lifetime value. The analysis presented constitutes a proposal for a comprehensive look at the issue of customer value assessment and an element of further scientific and empirical discussion. The originality of the research consists in presenting a proposal for quantification of non-financial measures, which are a component of the methodology of measuring customer value.
Nieustającym zainteresowaniem cieszą się metody pomiaru wartości klienta. Obszar ten wydaje się być szeroko opisywany w literaturze, niemniej jednak nieco ogólnie. Ważne jest, aby przeanalizować poszczególne metody kompleksowo w kontekście klienta i przedsiębiorstwa. Celem tego artykułu jest analiza najczęściej prezentowanych w literaturze metod pomiaru wartości klienta, a także ocena możliwości rzetelnego ich zastosowania oraz wskazanie ograniczeń wynikających z konstrukcji modelów ich obliczeń. Niezwykle istotnym celem jest konstruktywne zaproponowanie rozwiązań kwestii problematycznych analizowanych metod. W celu zrealizowania celów pracy, zaprezentowane zostały metody pomiaru wartości klienta. Na tej podstawie autorka wskazała elementy problematyczne, które stanowią wytyczne dla dalszych badań. Zastosowano przegląd literatury oraz analizę badań przeprowadzonych z wykorzystaniem metod będących przedmiotem pracy. Wnioski płynące z podjętych działań wskazują niejednoznaczność metod pomiaru wartości klienta, ich zróżnicowanie, a co najistotniejsze brak możliwości wiarygodnego ustalenia niektórych elementów składowych metodologii, szczególnie dla długookresowej wartości klienta. Zaprezentowana analiza stanowi propozycję w zakresie kompleksowego spojrzenia na problematykę wyceny wartości klienta oraz element dalszej dyskusji naukowo-empirycznej. Oryginalność pracy polega na przedstawieniu propozycji kwantyfikacji mierników niefinansowych będących składową metodologii pomiaru wartości klienta.
Źródło:
Studia i Materiały; 2020, 1(32); 34-46
1733-9758
Pojawia się w:
Studia i Materiały
Dostawca treści:
Biblioteka Nauki
Artykuł
Tytuł:
Exploring the Impact of Negative Words Used in Online Feedback in Hotel Industry: A Sentiment Analysis, N-gram, and Text Network Analysis Approach
Autorzy:
Dan, Daniel
Powiązania:
https://bibliotekanauki.pl/articles/32307710.pdf
Data publikacji:
2023-03-22
Wydawca:
Uniwersytet Warszawski. Wydawnictwo Naukowe Wydziału Zarządzania
Tematy:
sentiment analysis
tourism
hotels
marketing
customer’s opinions
Opis:
This study examines the words and situations that trigger and those that do not trigger a hotel response when customers post negative online feedback. The research explores, through sentiment analysis, bigrams, trigrams, and word networking, the valence of online reviews of five important hotels in Las Vegas. Only the feedback that has been categorized as negative by the algorithm is selected. In correspondence to this feedback, the existence of answers from the hotels is checked together with the response style. While the negative valence of the feedback can represent a mixture of subjective and objective emotions, there are common features present in their expression. On the responses side from the hotel, not all the reviews receive attention. As such, the negative feedback words are extracted and separated into those that belong to reviews that obtain a response and those that do not. The replies are standardised by following an established pattern. This paper aims to contribute to a prominent issue in tourism that is little tackled: responses to feedback. The findings may help the hotels’ management explore different paths to improve their services and responses alike. Behavioural marketing researchers might want to use these results to confirm the existence of such patterns in different datasets or situations.
Źródło:
Journal of Marketing and Consumer Behaviour in Emerging Markets; 2023, 1(16); 39-50
2449-6634
Pojawia się w:
Journal of Marketing and Consumer Behaviour in Emerging Markets
Dostawca treści:
Biblioteka Nauki
Artykuł
Tytuł:
Understanding the Factors Influencing Adoption of Digital Banking in Emerging Markets: The Role of Perception and Personality Antecedents
Autorzy:
Matlala, Ntswaki Petunia
Powiązania:
https://bibliotekanauki.pl/articles/32315242.pdf
Data publikacji:
2023-10-26
Wydawca:
Uniwersytet Warszawski. Wydawnictwo Naukowe Wydziału Zarządzania
Tematy:
Digital Banking
Customer Behaviour
Innovation
Adoption
Emerging Markets
Opis:
The emergence of digital banking has presented the banking industry with benefits and challenges. Although digital banking services provide customers with increased convenience and accessibility around the clock, many still struggle to grasp their ever-changing nature. To address this, a study was conducted to identify the main factors influencing the adoption of digital banking in South Africa. The study used an e-readiness framework that combined the innovation diffusion theory and trust in technology with the technology readiness index to measure consumers’ adoption of digital banking channels. The researcher applied quantitative methodology to answer the research question. The snowball sample required respondents to answer the questionnaire and pass it on to others in the network with bank accounts and mobile phones; 338 responses were accepted. Structural equation modelling was employed to test the proposed hypotheses. This study discovered that the adoption of digital banking services is influenced positively by relative advantage, observability, optimism towards technology, innovativeness and insecurity. Therefore, banks should develop user-friendly platforms with online support to encourage the adoption of digital banking. Future research can use qualitative or mixed method approaches to investigate how customers’ perceptions and personalities influence the adoption of digital in emerging markets.
Źródło:
Journal of Marketing and Consumer Behaviour in Emerging Markets; 2023, 2(17); 32-45
2449-6634
Pojawia się w:
Journal of Marketing and Consumer Behaviour in Emerging Markets
Dostawca treści:
Biblioteka Nauki
Artykuł
Tytuł:
Quality Attribute and Customer Satisfaction: Using Kano’s Model to Prioritize What Matters Most to Customers
Autorzy:
Ahmad, Norlia
Powiązania:
https://bibliotekanauki.pl/articles/540604.pdf
Data publikacji:
2017
Wydawca:
Uniwersytet Warszawski. Wydawnictwo Naukowe Wydziału Zarządzania
Tematy:
quality attribute,
customer satisfaction,
Kano’s model,
convergent product
Opis:
Continuous innovations of smartphone attributes and increasing product usage call for better understanding of the attributes that matter most to customers. This study employs Kano’s model for classifying smartphone attributes into various categories and examines the infl uence of those attributes on the satisfaction of smartphone users. Based on consumer evaluation of the latest and general smartphone attributes, the analysis in this study indicates various levels of satisfaction and dissatisfaction with each attribute. Specifi cally, our fi ndings reveal merely three categories of Kano’s classifi cation, and ‘one-dimensional’ or performance attributes have higher infl uence on customer satisfaction as compared with ‘attractive’ ones. These findings provide implications for further product improvement efforts to consider not only technological capabilities but also to prioritize the attributes that are highly expected by customers. The majority of the respondents in this study include the younger consumer segment and heavy smartphone users, thus limiting generalization of the results to other contexts. Further research should consider respondents across segments and/or in a specific market, and extend the focus beyond product attributes so a to include user experiences and explicit product benefits.
Źródło:
Journal of Marketing and Consumer Behaviour in Emerging Markets; 2017, 1(5); 15-28
2449-6634
Pojawia się w:
Journal of Marketing and Consumer Behaviour in Emerging Markets
Dostawca treści:
Biblioteka Nauki
Artykuł
Tytuł:
Motivation and Value of Low-Cost Green Car (LCGC) Purchase Intention Across Generations
Autorzy:
Kirana, Lorenza
Windasari, Nila A.
Powiązania:
https://bibliotekanauki.pl/articles/2014184.pdf
Data publikacji:
2019
Wydawca:
Uniwersytet Warszawski. Wydawnictwo Naukowe Wydziału Zarządzania
Tematy:
customer motivation
hedonic
LCGC
perceived value
purchase intention
utilitarian
Opis:
The low-cost green car (LCGC) is becoming one of interesting research topics in the automobile industry along with its unique characteristics of a vehicle product, tax incentives, and industry growth. The characteristics of this green product and its economic value are ultimately shifting customer behavior. Therefore, an understanding of the purchase motivation and value perception is crucial to determine the purchase intention. Perceived value acted as a full experience that customers received as a combination of thinking and feeling dimensions which are consistent with the utilitarian and hedonic motivations. Besides, LCGC sales have also been growing recently from the fi rst car owner until more senior customers who are predicted to have different motivations and values across generations. This study explores the LCGC car purchase intention of 240 customers in Indonesia to fi nd relationships of buyers’ motivation and perceived value to the LCGC purchase intention across generations X, Y, and Z. The result shows that hedonic motivation signifi cantly differs particularly between generation Y versus Z, and X versus Z. However, utilitarian motivation does not signifi cantly differ among generations. Further, perceived value also signifi cantly differs between generations X and Y.
Źródło:
Journal of Marketing and Consumer Behaviour in Emerging Markets; 2019, 1(9); 30-41
2449-6634
Pojawia się w:
Journal of Marketing and Consumer Behaviour in Emerging Markets
Dostawca treści:
Biblioteka Nauki
Artykuł
Tytuł:
The Entrepreneur and the Customers: a Quiet Conflict
Przedsiębiorca i klient: ukryty konflikt
Autorzy:
Airaksinen, Timo
Powiązania:
https://bibliotekanauki.pl/articles/1922260.pdf
Data publikacji:
2018
Wydawca:
Uniwersytet Warszawski. Wydawnictwo Naukowe Wydziału Zarządzania
Tematy:
desire
need
marketing
conflict
customer
pragnienie
potrzeba
konflikt
klient
Opis:
From the point of view of conflict theory, I argue for the following pessimistic conclusion: a silent conflict of interests exists between the entrepreneur and the customer, as the former must advertise and promote his/her innovations and merchandise. It looks innocent enough, but by doing so, the entrepreneur interferes with the needs and desires of the customer, and especially with the latter’s conditional needs even when the customer does not appreciate it, or when the entrepreneur does it against the customer’s will. From the customer’s point of view, it is disturbing and negatively affects his/her happiness level. What are, therefore, the responsibilities of the entrepreneur? I provide a detailed analysis of the concept of need and desire, and explain how desires develop on the basis of the desirability of objects of desire. It shall allow us to see how desires can be manipulated and, perhaps, how such manipulation can be avoided. JEL: M31, Z12 null The creation of the English-language version of these publications is fi nanced in the framework of contract No. 607/P-DUN/2018 by the Ministry of Science and Higher Education committed to activities aimed at the promotion of education.
Spoglądając z teoretycznego punktu widzenia, sformułowano następujący, pesymistyczny wniosek: pomiędzy przedsiębiorcą a klientem może zachodzić ukryty konflikt interesów związany z tym, że przedsiębiorca jest zmuszony reklamować i promować swoje usługi i towary. Choć z pozoru wyglądają niewinnie, działania przedsiębiorcy wpływają na pragnienia klienta i to, co nazwano „potrzebami warunkowymi”. Odbywa się to wbrew jego woli, dlatego z perspektywy klienta jest to niepokojące zjawisko, które oddziałuje negatywnie na jego poczucie szczęścia. Podstawowe pytanie brzmi zatem: jakie są obowiązki przedsiębiorcy? W artykule przedstawiono szczegółową analizę pojęcia potrzeb i pragnień oraz wyjaśniono, jak pewne cechy przedmiotów pożądania kształtują pragnienia, i w jaki sposób można manipulować pragnieniami. JEL: M31, Z12 null The creation of the English-language version of these publications is fi nanced in the framework of contract No. 607/P-DUN/2018 by the Ministry of Science and Higher Education committed to activities aimed at the promotion of education.
Źródło:
Problemy Zarządzania; 2018, 6/2018 (80); 52-67
1644-9584
Pojawia się w:
Problemy Zarządzania
Dostawca treści:
Biblioteka Nauki
Artykuł
Tytuł:
Customers’ Perceptions as an Antecedent of Satisfaction with Online Retailing Services
Autorzy:
Misiani Mwencha, Peter
Makau Muathe, Stephen
Powiązania:
https://bibliotekanauki.pl/articles/2011566.pdf
Data publikacji:
2018
Wydawca:
Uniwersytet Warszawski. Wydawnictwo Naukowe Wydziału Zarządzania
Tematy:
online retailing
customer satisfaction
perceptions
e-commerce
online consumer
behaviour
Opis:
The assessment of antecedents of customer satisfaction has become very important for the success of online retailing services. This paper reports the results of a study that investigated the antecedent role of customers’ perceptions vis-a-vis satisfaction with online retailing services. While the study model conceptualizes customers’ perceptions as a composite variable made up of three dimensions (perceived attributes, perceived risk and perceived value) prescribed by four established information systems (IS) and consumer behaviour frameworks, namely the Technology Acceptance Model (TAM), Perceived Risk Theory (PRT), Theory of Consumption Values (TCV) and Expectations-Artifact Model of Satisfaction (EAMS), it does not specify how the different perceptual factors infl uence online satisfaction; instead it aggregates all three dimensions into a higher-order construct called “customers’ perceptions” and tries to understand the nature of relationship between the composite independent variable and the dependent variable. It employed a descriptive, correlational survey design whereby the response data collected from 240 registered users of 6 online retailers was analyzed using both descriptive as well as inferential statistics. The linear regression analyses indicate that the model provides a statistically signifi cant explanation of the variation in consumers’ online retailing satisfaction. The study also found empirical support for customers’ perceptions as an antecedent of satisfaction with online retailing services.
Źródło:
Journal of Marketing and Consumer Behaviour in Emerging Markets; 2018, 1(7); 4-27
2449-6634
Pojawia się w:
Journal of Marketing and Consumer Behaviour in Emerging Markets
Dostawca treści:
Biblioteka Nauki
Artykuł
Tytuł:
Cash usage in Poland in 2020: Insights into the role of the COVID-19 pandemic and spatial aspects
Autorzy:
Kotkowski, Radoslaw
Manikowski, Arkadiusz
Powiązania:
https://bibliotekanauki.pl/articles/19322633.pdf
Data publikacji:
2023-07-10
Wydawca:
Uniwersytet Warszawski. Wydawnictwo Naukowe Wydziału Zarządzania
Tematy:
cash
payment cards
payment behavior
customer payment choice
Heckman approach
Opis:
The study explores the factors likely to induce Polish customers to pay by cash, instead of payment cards, for goods and services they are purchasing. The basis of our investigation is microdata obtained in 2020, during the “Payment Habits in Poland in 2020” study, which was conducted by Narodowy Bank Polski (National Bank of Poland) in 2020. The analysis is performed using the two-stage Heckman approach. In the first stage, card adoption factors are analyzed using a probit model; then, in the second stage, the OLS model is employed to analyze the propensity to pay by cash, despite having a payment card. Apart from typical factors affecting the use of different payment methods, e.g., age, income, education, or perceptions about payment methods, we find an important role of two, yet under-investigated factors, namely: the COVID-19 pandemic and spatial aspects. E.g., we find that self-reported change in payment behavior during the pandemic indeed was reflected in diary studies. Furthermore, we show that instances of merchants’ refusal to accept cash significantly impacted payment choices. Moreover, the results indicate significant spatial heterogeneity in payment behavior and that aspects like distance to the nearest ATM impacted cash usage, as more cash is used when ATMs are farther away, illustrating the concept of “cash burns.” Lastly, it has been noticed that during the pandemic, ownership of contactless payment cards significantly reduced cash usage, most probably due to the fear of contracting the disease by physical contact with surfaces (like cash).
Źródło:
Journal of Banking and Financial Economics; 2023, 1(19); 85-113
2353-6845
Pojawia się w:
Journal of Banking and Financial Economics
Dostawca treści:
Biblioteka Nauki
Artykuł
Wyświetlanie 1-15 z 21

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