scholarly journals UPSELLING STRATEGY: A REVIEW

2021 ◽  
pp. 157-168
Author(s):  
Mehal Pandya ◽  
Abhigna Dholakia
Keyword(s):  
Customer Loyalty ◽  
Service Sector ◽  
Consumer Behaviour ◽  
Practical Implication ◽  
Retail Sector ◽  
Customer Lifetime ◽  
Comprehensive Search ◽  
The Relationship ◽  
A Company ◽  
Comprehensive Search Strategy

The purpose of this study is to systematically review the existing literature on Upselling and its major impacts on consumer behaviours. In addition, this study seeks to shed light on trends and dynamics in Service sector and Retail sector, so as to find the effectiveness of Upselling strategy. A systematic literature review of published peer-reviewed articles on Upselling was conducted. A comprehensive search strategy was applied on different databases, including Google Scholar, JSTOR, ScienceDirect, Pro quest, Emerald, Academia and the likes and the renowned articles were then selected from leading journals published between 1995 and 2020.The research finding suggest that a company may get the profitability at times but not all the time using the upselling strategy. To get the profitability firm should focus on Customer loyalty and satisfaction of the consumer for that the results show that there is a need to replace the Upselling strategy with Up-buying strategy in studies focused on consumer behaviour analysis. The studies included in this review are extensively based on peer-reviewed 40 articles published in high-ranked marketing journals and articles within a span of 30 days which may be perceived as a limitation in the present study. The relationship between Upselling and the Customer satisfaction in many occasion prove to be negative hence there is a requirement of change in strategy so as to shift focus from salesforce centric strategy to customer centric strategy, of which the companies will have a considerable practical implication aiming to increase profit and simultaneously increase in Customer Lifetime value along with Customer Loyalty. The authors hereby expect the current review to significantly find the effectiveness of Upselling strategy in consumer behaviour. This review provides a strong contribution to Upselling literature by recommending the need to find the effectiveness of Upselling strategy in Services and Retail sector. No exclusive paper is available which evaluates effectiveness of UpSelling strategy which can be further studied for strategic purpose.

scholarly journals Expressivity of Interleukin-8 and Gastric Cancer Prognosis Susceptibility: A Systematic Review and Meta-Analysis

Dose-Response ◽  
2021 ◽  
Vol 19 (3) ◽  
pp. 155932582110371
Author(s):  
Zhenzhen Wang ◽  
Yuhan Hou ◽  
Zhen Yao ◽  
Yanyan Zhan ◽  
Wenyue Chen ◽  
...  
Keyword(s):  
Gastric Cancer ◽  
Meta Analysis ◽  
Interleukin 8 ◽  
Cancer Prognosis ◽  
Cochrane Library ◽  
Comprehensive Search ◽  
Funnel Plots ◽  
The Relationship ◽  
Significant Publication Bias ◽  
Comprehensive Search Strategy

Background The relationship between interleukin-8 (IL-8) expression and the prognosis of gastric cancer (GC) patients has been reported, but the results are contradictory. Aim To investigate the effect of IL-8 expression on the prognosis of patients with GC. Method A comprehensive search strategy was used to search the PubMed, Web of Science and Cochrane Library databases. The total survival time was analysed using the RevMan 5.4 software. Through extensive search and meta-analysis of relevant studies, studies examining the relationship between IL-8 expression and prognosis in patients with GC were conducted to obtain more accurate estimates. Findings Eight studies (1843 patients) were included. The combined results of all the studies showed that high expression of IL-8 was a risk factor for poor prognosis in patients with GC (hazard ratio (HR): 2.08; 95% CI: 1.81–2.39). Sensitivity analysis suggested that the pooled HR was stable, and omitting a single study did not change the significance of the pooled HR. Funnel plots revealed no significant publication bias in the meta-analysis. Conclusion High IL-8 expression could be a negative prognostic biomarker for patients with GC.

scholarly journals Employee Job Satisfaction at Organized Retails - An Analysis

2020 ◽  
Vol 7 (4) ◽  
pp. 36-43
Author(s):  
K Sumathi ◽  
Rina Khanum ◽  
G K Supriya
Keyword(s):  
Job Satisfaction ◽  
Service Sector ◽  
Retail Sector ◽  
Demographic Profile ◽  
Employee Job Satisfaction ◽  
Level Of Satisfaction ◽  
Retail Organizations ◽  
The Relationship ◽  
Policies And Practices

Employee job satisfaction is speaking about the happiness of employees towards their job. In the present competitive business scenario, the organizations are considered as a major strategy to attract and retain the employees. However, employee job satisfaction is very important to the service sector industry like organized retails, as the employees are regularly in touch with the customers. Moreover, many of the factors affect employee job satisfaction. Therefore the present study is an attempt to analyze policies and practices framed by the organized retail organizations to make their employees satisfied and the level of satisfaction of employees regarding those policies and practices. Also, the study exhibits the relationship between the demographic profile and job satisfaction of employees in the retail sector in the study area.

scholarly journals What is Relationship Marketing and How to Use it to Connect with Your Customers

2020 ◽  
Vol 28 (46) ◽  
pp. 29-35
Author(s):  
Veronika Johanesová ◽  
Jaromíra Vaňová
Keyword(s):  
Competitive Advantage ◽  
Relationship Marketing ◽  
Customer Loyalty ◽  
Sales Promotion ◽  
Long Time ◽  
Marketing Costs ◽  
The Relationship ◽  
A Company ◽  
Expensive Process

AbstractIn fact, all demands and advances in customer satisfaction are the result of the technology and company developments. The companies that accept this and constantly create value for the customer provide a competitive advantage for themselves and for both sides the business potential. Getting new customers can be a very expensive process. This process includes considerable marketing costs such as advertising costs, sales promotion costs, PR, seller time costs etc. Therefore, every customer represents an investment for company. It has been proven that if a company treats its customers properly and they are loyal for a long time, they will bring more and more profits to the company every year. In this article, we focus on the relationship marketing that focuses on customer loyalty. Effective relationship marketing involves a variety of overlapping strategies and technologies that help foster a deeper, long-term relationship with current and prospective customers.

scholarly journals Relationship between service recovery, customer satisfaction and customer loyalty: Empirical evidence from e-retailing

2021 ◽  
pp. 1-10
Author(s):  
Anh Chi Phan ◽  
Ha Thu Nguyen ◽  
Thoa Xuan Thi Pham
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Developing Economies ◽  
Service Recovery ◽  
Recovery Process ◽  
Purchase Intentions ◽  
The Relationship ◽  
A Company ◽  
Customer Satisfaction And Loyalty

This paper presents the results of an empirical study on the relationship between service recovery quality, customer satisfaction and loyalty in Vietnam’s e-retailing. Structural Equation Modelling (SEM) is applied to analyze the data collected from experienced customers in online shopping in Vietnam from November 2018 to March 2019. The results of statistical analysis indicate that interactive fairness, outcome fairness, procedural fairness significantly impact on customer satisfaction which then increases customer loyalty. This study suggests that customer’s ability to locate and interact with technical support on a website and how a company treats the customer would significantly decide satisfaction and loyalty from customer. E-retailers in developing economies should consider service recovery process as the opportunity to gain customers’ purchase intentions.

scholarly journals The Influence of Marketing Ethics and Consumer Ethics on Consumer Behaviour and Decisions Before and During COVID-19 Pandemic: A Literacy Study

2021 ◽  
pp. 74-80
Author(s):  
Sahri Prayitno ◽  
Setyo Riyanto ◽  
Luthfita Ayu Diarta
Keyword(s):  
Consumer Behavior ◽  
Literature Review ◽  
Systematic Literature Review ◽  
Customer Loyalty ◽  
Consumer Behaviour ◽  
Consumer Ethics ◽  
Marketing Ethics ◽  
Product Choices ◽  
And Behavior ◽  
A Company

One of the focuses of marketing in a company is how to achieve customer loyalty. That is reflected in how companies maintain brands, consumers, and product-consumer relationships. In some cases, companies focus solely on profit, resulting in the company losing its reputation. There is an opinion that consumers demand ethics and responsibility from companies to stakeholders, in this case, consumers. Consumers in this position can provide feedback regarding the company's marketing ethics. During the COVID-19 Pandemic, consumers are also more vigilant and careful in choosing products. So, with the COVID-19 Pandemic conditions like this, it is necessary to study whether consumer ethics in determining product choices and behavior towards products will be affected and whether a company's marketing ethics also influence product determination and consumer behavior towards products. This article aims to examine whether marketing ethics and consumer ethics influence consumer behavior and decisions to buy a product or interact further with the product, especially in the current era of the COVID 19 Pandemic. And the method used for this article is a systematic literature review. From this research, it is concluded that marketing and consumer ethics have a role in influencing consumers to choose to buy products and the responses given after making a purchase or through transaction experience with a company. And consumer behavior and decisions are very dependent on how ethical the company is in marketing its products both before and during the COVID-19 Pandemic

scholarly journals Impact of Social Media on Consumer Behaviour

2021 ◽  
Vol 12 (5) ◽  
pp. 1216-1225
Author(s):  
Amandeep Singh, Et. al.
Keyword(s):  
Social Media ◽  
Consumer Behaviour ◽  
Marketing Channel ◽  
Short Term ◽  
Use Of Social Media ◽  
The Impact ◽  
The Relationship ◽  
A Company ◽  
Product Perception ◽  
Brand Product

This paper encompasses the research studies done on the impact of social media on consumer behaviour. Social media is used by billions of people around the world and has fast become one of the defining technologies of our time. People are using various social media websites and because of that the entire marketing landscape is changing. Massive audience is available who are spending many hours a day using social media across the various platforms and are majorly involved in information processing, entertainment and social connection activities, it is not surprising that marketers have started utilising social media as a marketing channel. Companies now place considerable value on the way in which social media can be used to shape consumer’s brand/product perception and influence their buying decision. Rather than focusing on short-term advertising through technology, companies are integrating social media mechanisms to enhance the relationship with consumers. Therefore, companies need to better understand the changing behaviour of consumers, in order to create mutual benefits from the use of social media. So, the research paper talks about what activities the consumer are involved in, how branding on social media is important and how it can help in marketing the goods/services. It also highlights how user generated content helps in marketing of a company and what will be the future of social media and areas the companies should focus on which will impact the consumers behaviour.

scholarly journals PREDICTING CUSTOMER LOYALTY LEVELS OF PROFESSIONAL CUSTOMERS: THE CASE OF BALKANS

2020 ◽  
Vol 20 (2) ◽  
Author(s):  
Nenad Perić ◽  
Mirjana Milovanović ◽  
Tihomir Vranešević
Keyword(s):  
Regression Analysis ◽  
Customer Satisfaction ◽  
Bosnia And Herzegovina ◽  
Customer Loyalty ◽  
Spare Parts ◽  
Satisfaction Survey ◽  
Survey Questionnaire ◽  
Customer Satisfaction Survey ◽  
The Relationship ◽  
A Company

The paper presents the results of customer satisfaction survey in the auto spare parts industry through the presented analyses conducted in period from 2015 to 2018 on a sample of 3269 professional customers of a company that operates in the region of Balkans: Bosnia and Herzegovina (BIH), Republic North Macedonia (RNM) and Serbia (SRB). The Categorical Regression Analysis (CATREG) was used as a method of predicting the level of customer loyalty by combining variables from the survey-questionnaire with regard to the relationship between the sales staff and the characteristics of the products themselves. The study identifies that for BIH the range of goods, delivery and the price and quality ratio have the greatest impact on customer loyalty, for RNM the assortment of goods, delivery and manner of resolving complaints, while in Serbia the delivery of goods and the resolution of complaints, have the greatest importance in anticipating the level of loyalty of customers.

scholarly journals Evaluation of buyer‘s loyalty process in retail companies in Latvia under the conditions of globalization

2020 ◽  
Vol 74 ◽  
pp. 04013
Author(s):  
Iveta Linina ◽  
Rosita Zvirgzdina
Keyword(s):  
Customer Loyalty ◽  
Activity Level ◽  
Retail Sector ◽  
Building Relationships ◽  
Retail Development ◽  
Long Run ◽  
Retail Business ◽  
Marketing Activities ◽  
Time And Energy ◽  
A Company

Retail sector has always played an important role in the Latvian economy. The success of a profitable retail business depends on meeting the needs of buyers and, in the long run, building relationships with the buyer. Process of attracting new buyers always involves spending more money, time and energy. In order for a company to retain existing buyers, it is necessary to develop a set of marketing activities that promote and ensure customer loyalty. The globalization of the market is also having a greater impact on retail companies, which makes them to look for solutions for competitiveness and development. In order to identify factors for competitiveness, the authors of the study have set out to investigate the customer loyalty-formation activities in Latvian retail companies. To reach a goal the authors of the paper will study theoretical basis of loyalty formation employing the monographic or descriptive method, the next step will be analysis of the retail development tendencies in Latvia and loyalty-creation activity level of the Latvian retail companies. This study will give retailers an understanding of the importance of loyalty and the need to build it for the competitiveness of retail businesses. The authors have summarized these theoretical aspects and have defined a common approach to loyalty building and provisions for it. After completing the research, the authors conclude that by understanding the essence and formation of loyalty, the company can manage this process and maybe loyalty can be one of the tools for ensuring competitiveness.

The Effect of Customer Value, Customer Satisfaction, and Switching Costs on Customer Loyalty: An Empirical Study of Hypermarkets in Taiwan

2010 ◽  
Vol 38 (6) ◽  
pp. 729-740 ◽  
Author(s):  
Ming-Tien Tsai ◽  
Chung-Lin Tsai ◽  
Han-Chao Chang
Keyword(s):  
Customer Satisfaction ◽  
Empirical Study ◽  
Customer Loyalty ◽  
Customer Value ◽  
Switching Costs ◽  
Retail Industry ◽  
Retail Sector ◽  
Positive Perception ◽  
The Relationship ◽  
Positive Evaluation

Hypermarkets play an increasingly important role in the retail industry in Taiwan. In this study hypermarket customers in Taiwan were surveyed, using switching costs as a variable, to explore the relationship between customer value, customer satisfaction, and customer loyalty. The results indicate that a customer with a more positive perception of the value of products/services has a more positive evaluation of the hypermarket, greater satisfaction, and loyalty. Greater satisfaction combined with greater concern over nonmonetary switching costs also increases customer loyalty to the hypermarket. These findings may help hypermarket operators to develop their businesses further in Taiwan's competitive retail sector.

scholarly journals An Upshot of Banking Service Quality and Cocoa farmers Satisfaction on Loyalty : The Case of Agricultural Development Bank (ADB), Sefwi-Wiawso

2021 ◽  
pp. 67-77
Author(s):  
Bentil Anthony Ewusi ◽  
He YouShi ◽  
Ruth Appiah ◽  
Ninnette Attisogbe ◽  
Geoffrey Bentum-Micah ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Service Sector ◽  
Agricultural Development ◽  
Banking Sector ◽  
Banking Service ◽  
Long Run ◽  
Cocoa Farmers ◽  
The Relationship

This study makes an empirical study on the relationship between service quality, customer satisfaction and customer loyalty in the banking sector for cocoa farmers of Sefwi-Wiawso in the western-north region of Ghana. Based on the servqual model the researcher constructed a model which brings to light the relationship amid quality of service and customer loyalty in the banking service sector using ADB as a case. The paper puts forward the relevant research hypothesis and develops standard measurements based on the data obtained in the survey questionnaire. The convenient sampling method was applied with 300 customers as samples from the Bank. In all, 360 questionnaires were successfully completed and analyzed. Descriptive statistics, correlation analysis, and regression analysis were carried out using Statistical Package for Social Sciences software (SPSS) to estimate the relationship between variables. The overall results of this study show that there is a positive and significant relationship between all constructs. Service quality and Customer satisfaction positively affect customer loyalty. The study recommends that strategic services bordering on the servqual dimensions should be introduced to provide high-quality services. This will also improve customer loyalty in the long run.

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