scholarly journals Does Service Recovery Really Work? The Multilevel Effects of Online Service Recovery Based on Brand Perception

2020 ◽  
Vol 12 (17) ◽  
pp. 6999
Author(s):  
Tzu-En Lu ◽  
Yi-Hsuan Lee ◽  
Jer-Wei Hsu
Keyword(s):  
Brand Equity ◽  
Service Recovery ◽  
Negative Influence ◽  
Brand Identity ◽  
Organizational Level ◽  
Online Service ◽  
Perceived Justice ◽  
Individual Level ◽  
The Individual ◽  
The Relationship

This study explores how customer perception of online shopping brands plays a key role in moderating the relationship between service recovery and perceived justice. We incorporated brand equity at the organizational level and brand identity at the individual level into the relationship between online service recovery and customer-perceived justice. The findings are as follows: (a) online service recovery has a positive effect on customer-perceived justice; (b) brand equity at the organizational level has a negative influence on the relationships that courtesy and compensation have with perceived justice; (c) brand identity at the individual level has a negative influence on the relationships that courtesy and compensation have with perceived justice; and (d) hierarchical linear modeling can precisely measure the relationship between organizations and customers.

Predicting event tourists’ gambling decision: the cross-level effect of brand equity

2019 ◽  
Vol 31 (7) ◽  
pp. 2951-2969 ◽  
Author(s):  
IpKin Anthony Wong ◽  
Hoi In Veronica Fong ◽  
Aliana Man Wai Leong ◽  
Jacky Xi Li
Keyword(s):  
Brand Equity ◽  
Hospitality Industry ◽  
Gambling Behavior ◽  
Organizational Level ◽  
Dynamic Nature ◽  
Content Type ◽  
Individual Level ◽  
Joint Influence ◽  
Two Samples ◽  
The Individual

Purpose The scant literature on MICE (meetings, incentives, conferences and exhibitions) tourists’ gambling behavior calls for a need to explore how their decision to gamble (hereafter, “gambling decision”) may unfold. Consequently, several questions germane to the inter-relationships among event tourists’ characteristics, casinos attributes, and gambling behaviors remain largely unaddressed. This paper aims to address the void in the literature by investigating event participants’ gambling decision. Design/methodology/approach Data were collected based on two samples, and a multilevel design was used to test the proposed model. Demographic and event-related participant characteristics were examined as antecedents of gambling decision at the individual level. Event goers’ accommodation characteristics such as brand equity and type of hotel were explored as cross-level effects on the individual-level factors and relationships. Findings Results of the study illustrate a joint influence – in terms of both direct and moderating effects – of individual-level and organizational-level characteristics on gambling decision. In particular, brand equity moderates the relationships leading from demographic and event-related characteristics to gambling decision. Practical implications The inter-relationships among events, accommodations and casinos present an opportunity for hospitality practitioners to better integrate these three services in a more coherent experiential offering for the ever-demanding MICE attendees. Findings also help practitioners to justify their targeting strategy. Originality/value The proposed framework presents the dynamic nature of the hospitality industry in which the event, hotel and casino sectors are interdependent, a picture hitherto prevented by the single-level oriented nature of gambling and hospitality research which largely focuses on the individual perspective. Given the dynamic nature of the hospitality industry, the findings elucidate a complex interdependency of customer needs.

Managerial Ambidexterity and Firm Performance

2020 ◽  
Vol 16 (3) ◽  
pp. 52-69
Author(s):  
Ching Seng Yap ◽  
Rizal Ahmad ◽  
Farah Waheeda Jalaludin ◽  
Nurul Afza Hashim
Keyword(s):  
Firm Performance ◽  
Organizational Level ◽  
Environmental Dynamism ◽  
Individual Level ◽  
Mediating Role ◽  
Positive Effects ◽  
Knowledge Brokerage ◽  
Antecedents And Consequences ◽  
The Individual ◽  
The Relationship

Ambidexterity or the ability by individuals or firms to simultaneously and synergistically pursue both exploitation and exploration activities has been found to have positive effects on firm performance. However, the ambidexterity literature has been predominated by the studies at the organizational level, and little is known about the antecedents and consequences of ambidexterity at the individual level. This study examines environmental dynamism and social network as the antecedents of managerial ambidexterity, and knowledge brokerage and firm performance as the consequences. This study tests the mediating role of knowledge brokerage on the relationship between managerial ambidexterity and firm performance. Data are collected from 308 senior executives working in technology manufacturing firms in Malaysia using a questionnaire survey. The findings reveal that environmental dynamism and social networks are significantly and positively related to managerial ambidexterity, and knowledge brokerage mediates the relationship between managerial ambidexterity and firm performance.

Managerial Ambidexterity and Firm Performance

2022 ◽  
pp. 1743-1761
Author(s):  
Ching Seng Yap ◽  
Rizal Ahmad ◽  
Farah Waheeda Jalaludin ◽  
Nurul Afza Hashim
Keyword(s):  
Firm Performance ◽  
Organizational Level ◽  
Environmental Dynamism ◽  
Individual Level ◽  
Mediating Role ◽  
Positive Effects ◽  
Knowledge Brokerage ◽  
Antecedents And Consequences ◽  
The Individual ◽  
The Relationship

Ambidexterity or the ability by individuals or firms to simultaneously and synergistically pursue both exploitation and exploration activities has been found to have positive effects on firm performance. However, the ambidexterity literature has been predominated by the studies at the organizational level, and little is known about the antecedents and consequences of ambidexterity at the individual level. This study examines environmental dynamism and social network as the antecedents of managerial ambidexterity, and knowledge brokerage and firm performance as the consequences. This study tests the mediating role of knowledge brokerage on the relationship between managerial ambidexterity and firm performance. Data are collected from 308 senior executives working in technology manufacturing firms in Malaysia using a questionnaire survey. The findings reveal that environmental dynamism and social networks are significantly and positively related to managerial ambidexterity, and knowledge brokerage mediates the relationship between managerial ambidexterity and firm performance.

Customer Engagement and its Outcomes: The Cross-Level Effect of Service Environment and Brand Equity

2019 ◽  
Vol 44 (2) ◽  
pp. 377-402 ◽  
Author(s):  
Juanjuan Ou ◽  
IpKin Anthony Wong ◽  
Catherine Prentice ◽  
Matthew Tingchi Liu
Keyword(s):  
Brand Equity ◽  
Organizational Factors ◽  
Organizational Level ◽  
Customer Engagement ◽  
Moderating Effects ◽  
Individual Level ◽  
Service Environment ◽  
Proposed Model ◽  
A Chain ◽  
The Individual

This research seeks to address a void in the literature by exploring both individual and organizational attributes that associate with customer engagement. At the individual level, it builds a chain of relationship leading from customer engagement to attitudinal and behavioral loyalties through impulsive behaviors; and at the organizational level, it purports a cross-level influence from the service environment and brand equity on this relationship chain. Drawing on two independent surveys, results reveal that the service environment emanates direct and moderating effects on customer engagement, while brand equity exerts moderating effects only on certain loyalty attributes. The proposed model thus offers new insights into how research could synthesize both individual and organizational factors, thus enabling better understanding of the role of customer engagement.

A Culture of Organizational Grit From the Perspective of U.S. Military Officers: A Qualitative Inquiry

2021 ◽  
pp. 0095327X2098519
Author(s):  
Celeste Raver Luning ◽  
Prince A. Attoh ◽  
Tao Gong ◽  
James T. Fox
Keyword(s):  
Research Question ◽  
Qualitative Inquiry ◽  
Growth Mindset ◽  
Organizational Level ◽  
Military Officers ◽  
Individual Level ◽  
Qualitative Research Design ◽  
Professional Pride ◽  
The Individual ◽  
The Military

With the backdrop of the utility of grit at the individual level, speculation has begun to circulate that grit may exist as an organizational level phenomenon. To explore this potential construct, this study used an exploratory, qualitative research design. This study explored grit at the organizational level by interviewing leaders’ perceptions of what may be a culture of organizational grit. Participants included 14 U.S. military officers. Seven themes emerged relative to the research question: “What do U.S. military officers perceive as a culture of organizational grit?” Themes included professional pride, team unity, resilience-determination, mission accomplishment, core values, growth mindset, and deliberate practice. This study indicated that a culture of organizational grit is likely a combination of converging organizational elements. Overall, findings indicate that there may be a culture of organizational grit in the military and at the least, more research examining the concept is warranted.

Public service motivation and willingness to collaborate

2014 ◽  
Vol 2 (1) ◽  
pp. 80-95 ◽  
Author(s):  
Heather Getha-Taylor ◽  
Alexa Haddock-Bigwarfe
Keyword(s):  
Homeland Security ◽  
Public Service ◽  
Public Service Motivation ◽  
The Body ◽  
Organizational Level ◽  
Cross Sectional ◽  
Content Type ◽  
Individual Level ◽  
Original Survey ◽  
The Individual

Purpose – The purpose of this paper is to examine public service motivation (PSM) and the connection with collaborative attitudes among a sample of homeland security actors representing the public, private, and nonprofit sectors. Design/methodology/approach – This study examines relationships between measures of PSM and collaboration using original survey data and hierarchical multiple regression. Findings – Findings reveal strong positive relationships between PSM measures and attitudes toward collaboration at the individual and organizational level. Research limitations/implications – Survey results are cross-sectional and are from respondents participating in a single state's homeland security summit. Practical implications – It is expected that results can be used to enhance collaboration at the individual and organizational levels. At the organizational level, results can be used for matching individuals with collaborative opportunities. At the individual level, results can be used for enhanced self-reflection and effectiveness purposes. Originality/value – This study provides insights on the relationship between PSM measures and collaborative attitudes. The research contributes to the body of scholarly work connecting PSM and correlates of interest.

scholarly journals THE NEED FOR INFORMATION AND THE ATTITUDE TOWARDS DIGITAL TECHNOLOGIES AS FACTORS OF CRITICAL AND UNCRITICAL DISSEMINATION OF PANDEMIC NEWS

2021 ◽  
pp. 170-195
Author(s):  
Elena I. Rasskazova ◽  
Galina V. Soldatova ◽  
Yulia Y. Neyaskina ◽  
Olga S. Shiriaeva
Keyword(s):  
Subjective Experience ◽  
New Technologies ◽  
Modern Society ◽  
Sociodemographic Factors ◽  
Subjective Experiences ◽  
Individual Level ◽  
Related Information ◽  
Digital World ◽  
The Individual ◽  
The Relationship

Relevance. The modern society creates the image of a successful person as actively interacting with different information flows, including an impressive stream of news content. This paper assumes that there is a personal need for tracking and spreading news that develops in the interaction between person and digital world. The individual level of this need could explain the interaction with information (its critical and uncritical dissemination) and the subjective experience of its redundancy and inaccuracy, including those experiences and actions in a pandemic situation. The aim of the study was to reveal the relationship of the subjective need for news with personal values, beliefs about technologies (“technophilia”) and the dissemination of news about the pandemic. Method. 270 people (aged 18 to 61) filled out The short (Schwartz) Portrait Values Questionnaire (PVQ), Beliefs about New Technologies Questionnaire, Monitoring of Information about Coronavirus Scale as well as items on the subjective need for receiving and disseminating news, readiness for critical and non-critical dissemination of news about pandemics, subjective experiences of redundancy and distrust of pandemic-related information. Results. According to the results, the Need for News Scale allows assessing the subjective importance of receiving news and discussing them with other people and is characterized by sufficient consistency and factor validity. The need for regular news is more pronounced among men, older people, people with higher education, married people, people who have children, while the need to discuss news is not related to sociodemographic factors. For people, who are more prone to technophilia, it is more important to regularly receive and discuss news information with others, which, in turn, mediates the relationship between technophilia and monitoring news about coronavirus. The need for news dissemination mediates the relationship between technophilia and readiness for critical and non-critical dissemination of information about the pandemic.

scholarly journals Consumer Perception about Selected Aspects of Global and Local Brands

2021 ◽  
Vol 12 (5) ◽  
pp. 761-775
Author(s):  
Dr. Trilok Pratap Singh
Keyword(s):  
Brand Equity ◽  
Personal Experience ◽  
Consumer Products ◽  
Consumer Perception ◽  
Brand Identity ◽  
Indian Market ◽  
Brand Meaning ◽  
Indian Consumers ◽  
Global And Local ◽  
The Relationship

The aim of this paper is to examine the relationship between consumer brand equity (CBE). This work examines the gaps between global and local brands in the Indian market. Attitudes towards items around the world and the casual clothing brand of the Indian market are being investigated. Brand equity, consisting of brand identity, impact on the perception of consumer products regardless of age (people, inclination to local brands, personal experience, costs, advertising, sponsorships and endorsements) are recognized. A total of 255 students took part in the survey. This research shows that Indian consumers perceive global and local brands differently based on brand meaning.

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