Customer Switching Behavior in Online Services: An Exploratory Study of the Role of Selected Attitudinal, Behavioral, and Demographic Factors

2001 ◽  
Vol 29 (4) ◽  
pp. 374-390 ◽  
Author(s):  
S. M. Keaveney ◽  
M. Parthasarathy
Keyword(s):  
Exploratory Study ◽  
Demographic Factors ◽  
Switching Behavior ◽  
Online Services ◽  
Customer Switching

Customer Switching Behavior in Service Industries: An Exploratory Study

1995 ◽  
Vol 59 (2) ◽  
pp. 71-82 ◽  
Author(s):  
Susan M. Keaveney
Keyword(s):  
Market Share ◽  
Exploratory Study ◽  
Critical Incident ◽  
Model Development ◽  
Service Industries ◽  
Switching Behavior ◽  
Service Firms ◽  
Marketing Literature ◽  
Customer Switching

Customer switching behavior damages market share and profitability of service firms yet has remained virtually unexplored in the marketing literature. The author reports results of a critical incident study conducted among more than 500 service customers. The research identifies more than 800 critical behaviors of service firms that caused customers to switch services. Customers’ reasons for switching services were classified into eight general categories. The author then discusses implications for further model development and offers recommendations for managers of service firms.

Peranan Whistleblowing Dalam Meningkatkan Integriti Anggota Polis Diraja Malaysia (Pdrm): Kajian Ke Atas Kontinjen Perak

Sains Insani ◽  
2018 ◽  
Vol 2 (1) ◽  
pp. 17-27
Author(s):  
Megat Ayop Megat Arifin ◽  
Abd. Halim Ahmad
Keyword(s):  
Quantitative Analysis ◽  
Demographic Factors ◽  
Positive Perception ◽  
External Threats ◽  
Positive Practices ◽  
The Impact ◽  
The Relationship

Whitsleblowing is one of the positive practices in organizations that are able to raise the level of integrity among the members of an organization. However, the roles of whistleblowing also inevitably invites a response, especially among members of the organization itself. This is because such practices are viewed as one factor that may be detrimental to the organization in addition to revealing the reporter (whistleblower) to some external threats and intimidation of discrimination within the organization. This paper is an attempt to examine the relationship between perceptions of members of the Royal Malaysian Police (RMP) Contingent of Perak through the role of whistleblowing practices to increase the perception of the integrity of the members. Next, identify the purpose of the whistleblowing and its effect on the integrity of the members of the organization. This study used a descriptive quantitative analysis to identify patterns of relationship that exists between the perception of whistleblowing practices with perceptions of increased integrity based on three basic variables of demographic factors, response to whistleblowing and the impact of making the report. The results showed that members of the Perak’s police have a positive perception of whistleblowing practices which are seen to be done in improving the integrity of the members.Keywords: whistleblowing, perception, RMP members, culture, integrity, organization, influence. ABSTRAK: Whitsleblowing merupakan salah satu amalan positif dalam organisasi yang mampu untuk meningkatkan tahap integriti ahli-ahli dalam sesebuah organisasi. Namun begitu, amalan whistleblowing juga turut tidak dapat mengelak daripada mengundang pelbagai respon khususnya dalam kalangan ahli organisasi itu sendiri. Amalan sebegini turut dilihat sebagai salah satu faktor yang boleh memudaratkan organisasi di samping mendedahkan pelapor (whistleblower) kepada beberapa bentuk ancaman ugutan dari luar dan diskriminasi dalam organisasi. Kertas ini merupakan satu upaya untuk melihat perkaitan antara persepsi anggota Polis Diraja Malaysia (PDRM) Kontinjen Perak melalui peranan amalan whistleblowing terhadap persepsi peningkatan integriti anggota. Seterusnya, mengenalpasti maksud whistleblowing dan pengaruhnya terhadap tahap integriti anggota dalam organisasi. Kajian ini menggunakan analisis kuantitatif berbentuk deskriptif bagi mengenalpasti corak hubungan yang wujud antara persepsi terhadap amalan whistleblowing dengan persepsi terhadap peningkatan integriti berdasarkan tiga pembolehubah asas iaitu faktor demografi, tanggapan terhadap whistleblowing dan kesan daripada tindakan membuat laporan. Dapatan kajian menunjukkan bahawa anggota PDRM Perak mempunyai persepsi yang positif terhadap whistleblowing yang mana ianya dilihat perlu dilaksanakan dalam meningkatkan integriti anggota.Kata kunci: whistleblowing, persepsi, amalan, anggota PDRM, budaya, integriti, organisasi, pengaruh.  

The role of collective identifications in family processes of post-trauma reconstruction: An exploratory study with Kurdish refugee families and their diasporic community

2017 ◽  
Vol 5 (2) ◽  
pp. 107-133 ◽  
Author(s):  
Ruth Kevers ◽  
Peter Rober ◽  
Lucia De Haene
Keyword(s):  
Thematic Analysis ◽  
Exploratory Study ◽  
Meaning Making ◽  
Family Processes ◽  
Small Scale ◽  
Refugee Families ◽  
Family Contexts ◽  
Diasporic Community ◽  
And Coping

While collective identifications of diasporic Kurds have attracted considerable scholarly interest, their possible role in familial processes of post-trauma reconstruction has hardly been studied. The aim of this article is therefore to develop an explorative understanding of the deployment and meaning of collective identifications in intimate family contexts by examining the interconnectedness between the transmission of cultural and political belonging and post-trauma meaning-making and coping in Kurdish refugee families. After contextualising diasporic Kurds’ collective identifications through an ethnographic depiction of the Kurdish diasporic community in Belgium, this article reports on findings from a small-scale, exploratory study with five Kurdish refugee families in Belgium. Thematic analysis of family and parent interviews indicates how cultural and political identifications may operate as sources of (1) dealing with cultural bereavement and loss; (2) commemorating trauma; and (3) reversing versus reiterating trauma. Overall, this study’s findings support an explorative understanding of collective identifications as meaningful resources in families’ post-trauma reconstruction.ABSTRACT IN KURMANJIRola nasnameyên komelî di pêvajoyên malbatî yên vesazkirina paş-trawmayê de: Xebateke raveker li ser malbatên kurd ên penaber û civakên wan ên dîasporayêTevî ku nasnameyên komelî yên kurdên dîasporayê ta radeyeke baș bûye mijara lêkolînan, rola wan a muhtemel di pêvajoyên malbatî yên vesazkirina (selihandin) paş-trawmayê qet nehatine vekolîn. Lewma armanca vê gotarê ew e têgihiştineke raveker pêş bixe li ser rol û wateya nasnameyên komelî yên di çarçoveya mehremiya malbatê de, ku vê yekê jî dê bi rêya vekolîna wê têkiliya rijd bike ya di navbera neqlkirina aidiyetên çandî-siyasî û rêyên sazkirina wateyê û serederîkirina li dû trawmayê di nav malbatên kurd ên penaber de. Piştî diyarkirina çarçoveya nasnameya komelî ya Kurdên diasporayê bi rêya teswîreke etnografîk a cemaeta diasporaya Kurd li Belçîkayê, ev gotar encamên ji xebateke biçûk a bi pênc malbatên kurd ên penaber ên li Belçîkayê pêşkêş dike. Tehlîla babetî ya hevpeyvînên ligel malbatan û dayik û bavan nîşan dide ka çawa nasnameyên çandî û siyasî dikarin bibin çavkanî ji bo (1) serederîkirina bi mehrûmiyeta çandî û windahiyên xwe; (2) bibîranîna trawmayê; û (3) kêmrengkirin an, beramber vê yekê, dubarekirina trawmayê. Bi giştî, encamên vê xebatê wê têgihiştineke raveker tesdîq dikin ku nasnameyên kolektîf çavkaniyên kêrhatî ne di vesazkirina paş-trawmayê ya malbatan de. ABSTRACT IN SORANIDewrî nasname bekomellekan le prose binemalleyîyekanî sazkirdinewey paş-trawmayîda: lêkollîneweyekî şirovekarî binemalle penabere kurdekan û civatî ewan le diyasporaLe katêkda nasname bekomellekanî kurdekanî diyaspora le layen şarezakanewe giringîyekî berçawî pê drawe û serincî ewanî bo lay xoyî rakêşawe, bellam sebaret be egerî dewrî prose binemalleyîyekanî sazkirdinewey paş-tirawma be degmen lêkollîneweyek encam drawe. Ke wate, amancî em wutare perepêdan be têgeyîştinêkî şirovekarane lemerr bekarhênan û manay nasname bekomellekan le bestênekanî têkellawîy binemalleyîdaye, ke le rêgey peywendîy nêwan rewtî gwastineweyî grêdraweyî kultûrî û siyasî, sazbûnî mana û herweha rahatin legell kêşekanî qonaẍî paş tirawma le binemalle kurde penaberekanda taqî krawetewe. Dway awirrdanewe le civakî diyasporay kurd le Belcîka, nasname bekomellekanî kurdekanî diyaspora le bestênî xoyda xwêndinewey bo krawe û bem gêreye lem wutareda lêkollîneweyekî şirovekarane bo qebareyekî biçûk le pênc binemalley kurdî penaber le Belcîka dekrê û encamekanî billaw dekrêtewe. Şîkarîyekî babetiyaney wutuwêj legell binemalle û dayk û bawkekan nîşanî dedat ke çon dekrê nasname kultûrî û siyasîyekan wek serçaweyek bo em sê mijare derbikewn: (1) gîrodebûn be ledestçûn û bizirbûnî kultûr; (2) webîrhênanewey tirawma; û (3) pêçewanebûnî tirawma leberamber dûbarebûneweyda. Beşêweyekî giştî, encamekanî em lêkollîneweye piştgîrî le têgeyîştinêkî şirovekarane le nasname bekomellekan dekat ke wekû serçaweyekî giring bo sazkirdinewey binemallekan le dway qonaẍî paş-tirawma seyr dekrêt.

Factors Affecting Customer Switching Behavior towards Hybrid Electrical Vehicles (HEV’s) from a Customer Perspective in Jordan

2018 ◽  
Vol 1 (3) ◽  
pp. 53
Author(s):  
Bushra Mahadin
Keyword(s):  
Decision Making ◽  
Consumer Behaviour ◽  
New Technologies ◽  
International Marketing ◽  
Current Trend ◽  
Switching Behavior ◽  
Future Research ◽  
Decision Making Process ◽  
Customer Switching ◽  
Electrical Vehicles

Purpose-This paper aims to investigate factors that affect customer switching from Internal Combustion Engine Vehicles (ICEV’s) to Hybrid Electrical Vehicles (HEV’s), in Jordan for the period of (2010-2014).Design/methodology/approach-A self-administered survey was hand-delivered to the targeted sample of car users in Jordan. The authors delivered 400 questionnaires to customers, from which 333 were deemed valid for the analysis, corresponding to the percentage of (83.25%) which indicates the validity of the study. Findings- There was no difference in switching behavior between (ICEV’s) and (HEV’s) based on gender in the Jordanian market. Fuel consumption efficiency was the number one variable that supports the switching behavior towards (HEV's), followed by Eco friendliness, lower taxes and technological features. Price and the current trend in the market were the least supporting factors. In addition to that the perception of the battery life of (HEV's), limited choices in the market, lack of information and fear of the relatively new technology were the major hindering factors of choosing an (HEV).Research limitations-Future research needs to investigate other factors that may affect customers’ behavior such as perceived image, trust, and subjective norms. Future research should investigate into the importance of environmental awareness and new technologies, and gender differences in behavior. From an international marketing standpoint, comparative studies between Jordanian and non-Jordanian customers are potential areas of future research for international marketing strategies and cross-cultural consumer behaviour analysis. Practical implications-The paper identifies the determinants of switching behavior. marketers should focus addressing customers concerns in terms of providing enough information and building awareness towards the technology and it's benefits towards the society and the environment.Originality/value-Our study is one of the few in Jordan that investigates the switching behavior towards vehicles technology. Our study is thought to have made a modest contribution to consumer behaviour literature and, specifically, for decision making process. It offers marketers insights into the determinants of switching behavior towards the hybrid vechicle technology and how this contribute to consumers’ decision making process and attitudes to achieve the intended behavioural outcomes

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