International Journal of Services, Economics and Management (10 papers in press)
An Empirical Inquiry into the Antecedents and Consequences of Perceived E-retailers Resilienc
by Amar Raju G, Souvik Roy, Santanu Mandal
Abstract: Resilience has been an important dynamic capability for manufacturers and service providers. The study extends the notion of resilience from manufacturing to e-retailer. The study contends that e-retailers need resilience to sustain their operations in event of IT or technological failure. Our study conceptualized perceived resilience construct for e-retailer and explored its antecedents and consequent. PLS was used as the statistical tool for testing the proposed hypotheses in this study. Based on 217 completed responses, our study undersigned perceived information quality and perceived system quality as dominant enablers of perceived e-retailers resilience. Further, perceived e-retailers resilience was found to positively influence customer satisfaction and engagement; both of them in turn enhances customer loyalty. The study is the foremost to develop e-retailers resilience construct and with empirical validation. Further, the study also developed a comprehensive model for perceived e-retailers resilience based on its enablers and outcomes. Implications for business firms managers and practitioners are also provided.
Keywords: e-retailer; customer engagement; customer satisfaction; customer loyalty; information quality; resilience.
Credit Risk, Bank Performance and Islamic Banking: A Panel Data Evidence from Pakistan
by Muhamed Zulkhibri
Abstract: This study examines the relationship between credit risk and performance using unbalanced quarterly panel data, of six Islamic banks in Pakistan. The study uses panel data instrumental variables regression, utilizing the Seemingly Unrelated Regression (SUR) models to identify the bank specific variables that affect credit risk and performance of Islamic banks. The results show that credit risk is an endogenous determinant of bank performance. The causes of credit risk may include components of credit assets, which is dependent on bank specific factors. Besides, the results also suggest that the credit risk of bank specific variables lowers bank profitability. Therefore, the results support the views that credit risk is negatively related to bank performance in the case of banking sector in Pakistan.
Keywords: credit risk; bank performance; SUR model; Islamic banks; Pakistan.
Towards the Shattering of Glass Ceiling in Indian Banking Sector: A Comparative Analysis among Public, Private and Foreign banks
by Remya Lathabhavan, Senthil Arasu Balasubramanian, Thamaraiselvan Natarajan
Abstract: Glass ceiling, the metaphor, is an invisible barrier that impede the upward movement of women to high level management in the organisation. A growing economy like India with a prospective ownership of more banking assets foresee more job opportunities in banking sector. Liberalised reforms and women-friendly environment in banking sector not only weaken the male domination in that area but also attracted more women employees towards it. A persistent increase in percentage of women employees in banking sector shows a positive sign of breaking of glass ceiling. The study analyses glass ceiling affects in different types of banks- public sector, private sector and foreign bank using secondary data and also analyses the character and attitude of women employees towards the glass ceiling beliefs using a questionnaire survey . A steady increase in women employment participation in banking sector is analysed from secondary data . Attitude on glass ceiling beliefs provide a clear picture of womens view on this. This study may shed light to more women empowerment initiatives from personal, organisational and governmental aspects as it provide a clear data required. The study may act as path finder to different concepts of career such as training, succession planning etc.
Keywords: Glass ceiling; banking sector; women in India; women in banks; glass ceiling in banking; glass ceiling beliefs.
Multiple sourcing and order allocation problem under supplier disruption risk and quantity discount
by HAMDI Faiza, MASMOUDI Faouzi, DUPONT Lionel
Abstract: in this paper, we developed two stochastic mixed integer linear programs. The objective is to determine the optimal order quantities for each supplier to maximize the expected net profit (ENP) under disruption risk. In fact, to model this situation, overall combination of disruption probability under different settings is calculated first, and then the expected profit function for neutral risk setting is developed. Later, this model is extended to minimize the operational loss to model the risk averse behavior. Discount on total quantity and on business volume are considered. The model is illustrated through a numerical study and sensitivity analysis. The result show that the expected profit and expected losses is very influenced by failure probability and discount levels. In fact, in presence of disruption risk, it is better to allocate order quantity from supplier who offers large discount level.
Keywords: Selection supplier; disruption risk; Stochastic mixed integer linear program; expected net profit; expected losses; aversion risk; neutral risk; discount on quantity; discount on total volume; sensitivity analysisrnrn.
THE INFLUENCE OF PERCEIVED BENEFITS, PERCEIVED SACRIFICES AND PERCEIVED VALUE ON BEHAVIORAL INTENTION IN THE CONTEXT OF MEDICAL TOURISM
by Alireza Habibi, Ahmad Azmi M. Ariffin, Norzalita Abd. Aziz
Abstract: This study attempts to explain the relationships amongst perceived benefits, perceived sacrifices, perceived value and behavioural intention in the context of medical tourism. In this study, perceived benefits is represented by perceived medical quality (PMQ) and brand personality (BP) while perceived sacrifices by perceived fee (PF) and perceived risks (PR). A total of 157 international patients visiting Malaysian medical centres and hospitals were surveyed using structured questionnaires. The results revealed that perceived value is significantly related to behavioural intention in the context of medical tourism. The findings also indicated that significant relationships exist between both PMQ and perceived value, as well as between PR and perceived value with regards to both hospital and country. Interestingly, this study showed that the relationship between PF and perceived value was not significant. In overall, the findings of this study offer insights and inputs to enhance the marketability as well as positioning of both medical centres and respective countries as a world class medical tourism hub.
Keywords: Medical tourism; Behavioral intention; Perceived value.
SALESPERSON ENERGIZING RELATIONSHIP: A DRIVER FOR ENHANCING SALESPERSON PERFORMANCE
by Berta Bekti Retnawati, Augusty Tae Ferdinand, Lalu Edi Herman, Elia Ardyan
Abstract: The current study aims at developing and testing a conceptual model on how to manage the salespersons customer orientation for enhancing salesperson performance, by introducing the concept of salesperson energizing relationship as a novelty in the sales management study. The research context is in the pharmaceutical industry in Indonesia, which holds a promising pharmaceutical market to the global market place. The structural equation model analysis is employed to test the hypotheses. The finding of this study demonstrates the pivotal role of salesperson energizing relationship in mediating the customer orientation and salesperson performance as well as the role of salesperson autonomy and relational capital in influencing salesperson performance. The originality of this study is in the important role of salesperson energizing relationship that contributing to enrich the sales management literature.
Keywords: customer orientation; salesperson energizing relationship; relational capital; salesperson autonomy; salesperson performance.
Demand for courier services: determinants for customer organisations in a developing country
by Mutawakilu Tiamiyu, Oserere Eigbe
Abstract: This study modelled the demand for courier services by customer organisations in a developing country, specifically Ibadan metropolis, Nigeria, using price of service, customer organisation variables and variables from the SERVQUAL and Logistics Services Quality models as predictors. PLUM ordinal regression analyses were performed on data collected with a validated questionnaire administered on 74 purposively and conveniently sampled customer organisations. All the courier services reported low demand, and customer organisation size inversely predicted demand for human messenger services. But organisation attitude to quality in operations and communications, and perceived value of couriered packages did not predict demand. Price inversely predicted demand for only NIPOST services (government-operated), and service quality variables predicted demand for most services. Customer organisation factors predicted demand for NIPOST services, while service factors predicted demand for some services. Nigerian courier services should build upon these findings to improve service quality to boost demand by customers.
Keywords: demand; courier services; customer organisation factors; price; servqual model; logistics service quality model.
Bill Prioritisation and Bill Payment Orientation in the Developing Country Context.
by Joseann Knight, Donley Carrington
Abstract: Adverse economic conditions often result in bill payment default by consumers and compromised accounts receivable for service providers. Default is especially problematic in developing countries where the average consumer has less spending power. Yet, international service brands know very little about the debt attitudes of developing country consumers.
Using Maslows Hierarchy of Needs Framework, this paper examines whether consumers adopt a hedonic or a utilitarian approach to bill prioritisation activity. Knowing the relative importance of ones service better equips the service provider to develop compelling communications to support or to enhance consumers perceptions if need be.
The study also introduces Service Bill Payment Orientation (SBPO) which measures how consumers view bill payments in general, thereby contributing to the newly emerging literature on the debt attitudes of developing country consumers.
The findings of the study point to a utilitarian bill payment approach and suggest that SBPO may be more a consequence of national culture than of demographic differences between consumers.
Keywords: services; bill payments; Service Bill Payment Orientation; accounts receivable; hedonism; utilitarianism; bill prioritisation; subscriptions; Maslow’s Hierarchy of Needs.
Service Quality Gap- A tale of two companies
by Hasnan Baber
Abstract: The study is aimed to explore the Service quality gap of two automobile companies in India. A structured 25 item questionnaire was used to collect primary data from 1320 customers from two companies by stratified sampling of selected states. Data was statistically analyzed through reliability analysis, exploratory factor analysis, paired sample t-test and confirmed factor analysis. The findings revealed a significant gap in service quality of both companies. Only tangibility and empathy factor has expected level lower than the perceived service quality level. Also in both companies SERVQUAL model has a constructive and significant impact on customer satisfaction. The findings will help in comparing service quality levels of two companies and improving the same.
Keywords: Quality, Service,Gap model, Customer Satisfaction, Automobile, Toyota, Ford, India
Understanding the antecedents of Service Decisions: An integration of Service Promiscuity and Customer Citizenship Behavior
by Benny Godwin, Rowena Wright
Abstract: Promiscuity being casual and unrestrained towards the service, the purpose of this article is to contribute to the service literature by investigating the influence of customer citizenship behavior and service promiscuity in the decision making process in the context of public house services. This paper empirically draws a historic sum-up on the roots of service promiscuity towards decision making process. A questionnaire was sent to 1509 pub customers using retrospective experience sampling technique. The proposed hypotheses are tested using structural equation modeling. Results from this research yield novel insights into the dual antecedents extending to customer decision making process through customer citizenship behavior and service promiscuity. The findings have implications for the ongoing argumentation on the practicality of customer promiscuity and broadening the theoretical understanding of why customers’ decision making process establishes such an efficacious effect in the service environment. Further, these new and interesting results enlighten the insights of consumer behavior and more importantly contribute substantially to the existing knowledge of service marketing literature. The results provide managers with specific variables of decision making process and substantial service strategies.
Keywords: customer citizenship behavior; service promiscuity; psychodynamics; decision making process; public house (pub) services