Pub Date : 2023-06-02DOI: 10.1108/ijqss-07-2022-0077
Mohammad Anas, Mohammed Naved Khan, S. Uddin
Purpose Modern businesses strategically focus on improving the online purchase experience (OPE) of customers to acquire a long-term competitive edge. However, the intellectual knowledge structure of OPE research remains uncharted, necessitating further investigation. This study aims to provide a concise synthesis of the evolution, trends and advancements of consumers’ OPE research using bibliometrics. Design/methodology/approach Firstly, the authors inventorised the relevant OPE literature, and then the bibliometric trends and the domain’s performance (top articles, outlets and authors) were analysed and illustrated through tables and narratives. Secondly, science mapping tools (such as co-occurrence) and visualisation strategy were deployed to pinpoint relevant OPE research themes and highlight the domain’s intellectual structure. Findings The most significant findings concern the most prolific authors, outlets, most cited articles and five thematic clusters forming the ground for potential future research paths. Also, these thematic clusters depicted the intellectual knowledge structure that emerged from the OPE research domain. Research limitations/implications This review may be helpful for future academic researchers to identify future research paths in the domain and practitioners to help make policy decisions while formulating and articulating their marketing strategy. Originality/value Deploying the VOSviewer and Bibliometrix-R software together, this review is most likely the first attempt to the best of the authors’ knowledge to provide a thorough bibliometric synthesis of the OPE research domain.
{"title":"Mapping the concept of online purchase experience: a review and bibliometric analysis","authors":"Mohammad Anas, Mohammed Naved Khan, S. Uddin","doi":"10.1108/ijqss-07-2022-0077","DOIUrl":"https://doi.org/10.1108/ijqss-07-2022-0077","url":null,"abstract":"\u0000Purpose\u0000Modern businesses strategically focus on improving the online purchase experience (OPE) of customers to acquire a long-term competitive edge. However, the intellectual knowledge structure of OPE research remains uncharted, necessitating further investigation. This study aims to provide a concise synthesis of the evolution, trends and advancements of consumers’ OPE research using bibliometrics.\u0000\u0000\u0000Design/methodology/approach\u0000Firstly, the authors inventorised the relevant OPE literature, and then the bibliometric trends and the domain’s performance (top articles, outlets and authors) were analysed and illustrated through tables and narratives. Secondly, science mapping tools (such as co-occurrence) and visualisation strategy were deployed to pinpoint relevant OPE research themes and highlight the domain’s intellectual structure.\u0000\u0000\u0000Findings\u0000The most significant findings concern the most prolific authors, outlets, most cited articles and five thematic clusters forming the ground for potential future research paths. Also, these thematic clusters depicted the intellectual knowledge structure that emerged from the OPE research domain.\u0000\u0000\u0000Research limitations/implications\u0000This review may be helpful for future academic researchers to identify future research paths in the domain and practitioners to help make policy decisions while formulating and articulating their marketing strategy.\u0000\u0000\u0000Originality/value\u0000Deploying the VOSviewer and Bibliometrix-R software together, this review is most likely the first attempt to the best of the authors’ knowledge to provide a thorough bibliometric synthesis of the OPE research domain.\u0000","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":null,"pages":null},"PeriodicalIF":2.6,"publicationDate":"2023-06-02","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"41258420","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-05-15DOI: 10.1108/ijqss-06-2022-0056
Albi Thomas, M. Suresh
Purpose This study aims to identify the agile-sustainability readiness factors and analyze them in the context of health-care organization. In this study, agile-sustainability refers to “adapt to the changing environment and respond quickly by maximum using the resources as well as supporting the three pillars of sustainability”. Design/methodology/approach The “total interpretive structural modelling” (TISM) is used to examine the interrelationships of the identified readiness factors, and to classify the identified readiness factors based on its power to drive and depend on other factors, “Matrice d’impacts croisés multiplication appliquée á un classment (MICMAC) analysis” was used. Findings This study used a “literature review and experts’ opinion” to identify ten agile-sustainability preparedness characteristics. Organizational leadership, multi-skilled and multi-knowledgeable employees and decision-making autonomy were identified as critical elements in this study. Research limitations/implications The research focuses primarily on readiness for agile-sustainability in health-care sector. Practical implications This research aids health-care administrators and managers in their decision-making. This study suggests that the evaluation of the readiness factors would promote in raising service standards, ensuring an agile and sustainable health-care operations. The readiness elements that support effective implementation of agile-sustainability in health care require a higher priority from health-care management. Originality/value This study created a structural model for health-care organizations based on the TISM-based preparedness for agile-sustainability framework, which is a novel effort for adopting agile-sustainability in health care.
{"title":"Readiness for agile-sustainability in health-care organizations","authors":"Albi Thomas, M. Suresh","doi":"10.1108/ijqss-06-2022-0056","DOIUrl":"https://doi.org/10.1108/ijqss-06-2022-0056","url":null,"abstract":"\u0000Purpose\u0000This study aims to identify the agile-sustainability readiness factors and analyze them in the context of health-care organization. In this study, agile-sustainability refers to “adapt to the changing environment and respond quickly by maximum using the resources as well as supporting the three pillars of sustainability”.\u0000\u0000\u0000Design/methodology/approach\u0000The “total interpretive structural modelling” (TISM) is used to examine the interrelationships of the identified readiness factors, and to classify the identified readiness factors based on its power to drive and depend on other factors, “Matrice d’impacts croisés multiplication appliquée á un classment (MICMAC) analysis” was used.\u0000\u0000\u0000Findings\u0000This study used a “literature review and experts’ opinion” to identify ten agile-sustainability preparedness characteristics. Organizational leadership, multi-skilled and multi-knowledgeable employees and decision-making autonomy were identified as critical elements in this study.\u0000\u0000\u0000Research limitations/implications\u0000The research focuses primarily on readiness for agile-sustainability in health-care sector.\u0000\u0000\u0000Practical implications\u0000This research aids health-care administrators and managers in their decision-making. This study suggests that the evaluation of the readiness factors would promote in raising service standards, ensuring an agile and sustainable health-care operations. The readiness elements that support effective implementation of agile-sustainability in health care require a higher priority from health-care management.\u0000\u0000\u0000Originality/value\u0000This study created a structural model for health-care organizations based on the TISM-based preparedness for agile-sustainability framework, which is a novel effort for adopting agile-sustainability in health care.\u0000","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":null,"pages":null},"PeriodicalIF":2.6,"publicationDate":"2023-05-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"44290589","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-04-25DOI: 10.1108/ijqss-05-2022-0045
O. Fadiya
Purpose Unlike common evaluation procedures where students are only used to gather information without being involved in the utilisation of the information, the procedure applied in this study involved students in the process of implementing the gathered information in the improvement of learning and the development of a student-centred learning resource. This study aims to improve learning by involving students in the improvement process through appreciative inquiry (AI) and give students a different teaching method. Design/methodology/approach In this study, AI was used to identify the best of an existing learning resource; co-envisioning the possibilities that can improve the learning resource and co-constructing the possibilities along with the students that will benefit from the improved learning resource. Findings Through the five phases of AI, students generated ideas for improving the learning resource and the ideas were implemented in creating an improved learning resource. The improved learning resource was evaluated by other students that did not participate in creating the improved learning resource. Majority of the students said the improved learning resource was more impactful on their learning, better than the original learning resource. Originality/value AI has hitherto been mostly focussed on other aspects of teaching and learning than aspects that require subject knowledge such as the development of teaching and learning resources. Hence, in this study, students were engaged as co-creators in developing a student-centred self-learning study manual.
{"title":"Development of a student-centred manual using appreciative inquiry","authors":"O. Fadiya","doi":"10.1108/ijqss-05-2022-0045","DOIUrl":"https://doi.org/10.1108/ijqss-05-2022-0045","url":null,"abstract":"\u0000Purpose\u0000Unlike common evaluation procedures where students are only used to gather information without being involved in the utilisation of the information, the procedure applied in this study involved students in the process of implementing the gathered information in the improvement of learning and the development of a student-centred learning resource. This study aims to improve learning by involving students in the improvement process through appreciative inquiry (AI) and give students a different teaching method.\u0000\u0000\u0000Design/methodology/approach\u0000In this study, AI was used to identify the best of an existing learning resource; co-envisioning the possibilities that can improve the learning resource and co-constructing the possibilities along with the students that will benefit from the improved learning resource.\u0000\u0000\u0000Findings\u0000Through the five phases of AI, students generated ideas for improving the learning resource and the ideas were implemented in creating an improved learning resource. The improved learning resource was evaluated by other students that did not participate in creating the improved learning resource. Majority of the students said the improved learning resource was more impactful on their learning, better than the original learning resource.\u0000\u0000\u0000Originality/value\u0000AI has hitherto been mostly focussed on other aspects of teaching and learning than aspects that require subject knowledge such as the development of teaching and learning resources. Hence, in this study, students were engaged as co-creators in developing a student-centred self-learning study manual.\u0000","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":null,"pages":null},"PeriodicalIF":2.6,"publicationDate":"2023-04-25","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47948867","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-03-17DOI: 10.1108/ijqss-03-2023-189
R. Wallace, J. Rimes, Vicki Bitskika
{"title":"Editorial: A practical SQUARE Guide on quality service for boards of disability service providers for adults with intellectual disability in Australia","authors":"R. Wallace, J. Rimes, Vicki Bitskika","doi":"10.1108/ijqss-03-2023-189","DOIUrl":"https://doi.org/10.1108/ijqss-03-2023-189","url":null,"abstract":"","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":null,"pages":null},"PeriodicalIF":2.6,"publicationDate":"2023-03-17","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"45618809","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-03-07DOI: 10.1108/ijqss-11-2021-0177
Arbia Chatmi, Karim Elasri, Frédéric Ponsignon
Purpose The strategy of co-creation with customers is a fast-growing topic within the academic community, which companies are trying to master. This study aims to elucidate the range of possible co-creation strategies and identify how service firms can assess and improve co-creation to reap the most benefits. Design/methodology/approach This study examines 13 companies from five service industries, using netnography to analyse how they approach co-creation. The firms’ co-creation strategy is analysed according to the forms of co-creation they choose and the type of activities involved in the value chain, primary, support and corporate social responsibility (CSR). Findings This study identifies three co-creation axes (C3) for companies: primary activities, support activities and CSR activities. Then, four levels of customer involvement (A4) are defined as follows: levels zero (await), one (advise), two (assist) and three (act). As such, this study positions firms according to the A4C3 customer-centric matrix. Practical implications In this co-creation benchmark, firms should use the A4C3 customer-centric matrix to understand their positions vis-à-vis competitors. This allows firms to establish an appropriate co-creation strategy for their services so that customers are the actors in their personalised service. Originality/value This study is the first to propose a framework through which a company can identify three types of co-creation activities (primary, secondary, CSR; C3), using it to increase co-creation and draw inspiration from other companies.
{"title":"Assessing and improving co-creation in services: the customer-centric matrix","authors":"Arbia Chatmi, Karim Elasri, Frédéric Ponsignon","doi":"10.1108/ijqss-11-2021-0177","DOIUrl":"https://doi.org/10.1108/ijqss-11-2021-0177","url":null,"abstract":"\u0000Purpose\u0000The strategy of co-creation with customers is a fast-growing topic within the academic community, which companies are trying to master. This study aims to elucidate the range of possible co-creation strategies and identify how service firms can assess and improve co-creation to reap the most benefits.\u0000\u0000\u0000Design/methodology/approach\u0000This study examines 13 companies from five service industries, using netnography to analyse how they approach co-creation. The firms’ co-creation strategy is analysed according to the forms of co-creation they choose and the type of activities involved in the value chain, primary, support and corporate social responsibility (CSR).\u0000\u0000\u0000Findings\u0000This study identifies three co-creation axes (C3) for companies: primary activities, support activities and CSR activities. Then, four levels of customer involvement (A4) are defined as follows: levels zero (await), one (advise), two (assist) and three (act). As such, this study positions firms according to the A4C3 customer-centric matrix.\u0000\u0000\u0000Practical implications\u0000In this co-creation benchmark, firms should use the A4C3 customer-centric matrix to understand their positions vis-à-vis competitors. This allows firms to establish an appropriate co-creation strategy for their services so that customers are the actors in their personalised service.\u0000\u0000\u0000Originality/value\u0000This study is the first to propose a framework through which a company can identify three types of co-creation activities (primary, secondary, CSR; C3), using it to increase co-creation and draw inspiration from other companies.\u0000","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":null,"pages":null},"PeriodicalIF":2.6,"publicationDate":"2023-03-07","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"44391440","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-02-28DOI: 10.1108/ijqss-05-2022-0048
John Tumaku, Jianxin Ren, K. Boakye, K. Ofori, Aidatu Abubakari
Purpose Over the past decade, research into sharing economy platforms has gained prominence. The purpose of this study is to investigate the role of perceived value (both hedonic and utilitarian) in attracting consumer engagement in the sharing economy, as well as its link with trust. Design/methodology/approach This study used a survey method to empirically tested the proposed model using the partial least squares approach to structural equation modeling on data from 320 DiDi app users. Findings The study's findings revealed that both hedonic and utilitarian value had a significant effect on satisfaction and trust in the platform. Although the results showed no effect of hedonic and utilitarian values on trust in driver, the authors found trust in driver and platform, and satisfaction had significant influences on users’ continued intention to use the Taxi-hailing app. Interestingly, this study suggests that trust in the platform is transferred to trust in the driver. Originality/value The results from the Necessary Condition Analysis shows that satisfaction and utilitarian value are necessary conditions of continuance intention.
{"title":"Interplay between perceived value, trust and continuance intention: evidence in the sharing economy","authors":"John Tumaku, Jianxin Ren, K. Boakye, K. Ofori, Aidatu Abubakari","doi":"10.1108/ijqss-05-2022-0048","DOIUrl":"https://doi.org/10.1108/ijqss-05-2022-0048","url":null,"abstract":"\u0000Purpose\u0000Over the past decade, research into sharing economy platforms has gained prominence. The purpose of this study is to investigate the role of perceived value (both hedonic and utilitarian) in attracting consumer engagement in the sharing economy, as well as its link with trust.\u0000\u0000\u0000Design/methodology/approach\u0000This study used a survey method to empirically tested the proposed model using the partial least squares approach to structural equation modeling on data from 320 DiDi app users.\u0000\u0000\u0000Findings\u0000The study's findings revealed that both hedonic and utilitarian value had a significant effect on satisfaction and trust in the platform. Although the results showed no effect of hedonic and utilitarian values on trust in driver, the authors found trust in driver and platform, and satisfaction had significant influences on users’ continued intention to use the Taxi-hailing app. Interestingly, this study suggests that trust in the platform is transferred to trust in the driver.\u0000\u0000\u0000Originality/value\u0000The results from the Necessary Condition Analysis shows that satisfaction and utilitarian value are necessary conditions of continuance intention.\u0000","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":null,"pages":null},"PeriodicalIF":2.6,"publicationDate":"2023-02-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"43794745","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-01-03DOI: 10.1108/ijqss-11-2021-0160
T. Slåtten, Gudbrand Lien, V. H. Batt-Rawden, Solveig Beyza Evenstad, Terje Onshus
Purpose This study aims to examine the relationships between students’ psychological capital (PsyCap), social-contextual factors and study-related outcomes. Social-contextual factors are represented by two education-related variables: academic support and peer support. Three study-related outcome variables are included, namely, study engagement, academic performance and student well-being. Design/methodology/approach Students from different higher education campuses and academic programs in Norway participated. Findings PsyCap is directly related to the three study-related outcome variables. The relationship between PsyCap and academic performance is mediated by study engagement. The two social-contextual factors (academic support and peer support) are both related to PsyCap. Finally, PsyCap also mediated the relationship between the two social-contextual factors and the three study-related outcome variables. Research limitations/implications Overall, the findings reveal that PsyCap has a key role in all study-related outcomes. Accordingly, managers of higher education institutions should take students’ PsyCap seriously and seek ways to intervene and manage the different resources embraced in the concept of PsyCap. Originality/value This study contributes to a relatively new but seemingly growing area of research in educational management, focusing on the role of student PsyCap.
{"title":"The relationship between students’ psychological capital, social-contextual factors and study-related outcomes – an empirical study from higher education in Norway","authors":"T. Slåtten, Gudbrand Lien, V. H. Batt-Rawden, Solveig Beyza Evenstad, Terje Onshus","doi":"10.1108/ijqss-11-2021-0160","DOIUrl":"https://doi.org/10.1108/ijqss-11-2021-0160","url":null,"abstract":"\u0000Purpose\u0000This study aims to examine the relationships between students’ psychological capital (PsyCap), social-contextual factors and study-related outcomes. Social-contextual factors are represented by two education-related variables: academic support and peer support. Three study-related outcome variables are included, namely, study engagement, academic performance and student well-being.\u0000\u0000\u0000Design/methodology/approach\u0000Students from different higher education campuses and academic programs in Norway participated.\u0000\u0000\u0000Findings\u0000PsyCap is directly related to the three study-related outcome variables. The relationship between PsyCap and academic performance is mediated by study engagement. The two social-contextual factors (academic support and peer support) are both related to PsyCap. Finally, PsyCap also mediated the relationship between the two social-contextual factors and the three study-related outcome variables.\u0000\u0000\u0000Research limitations/implications\u0000Overall, the findings reveal that PsyCap has a key role in all study-related outcomes. Accordingly, managers of higher education institutions should take students’ PsyCap seriously and seek ways to intervene and manage the different resources embraced in the concept of PsyCap.\u0000\u0000\u0000Originality/value\u0000This study contributes to a relatively new but seemingly growing area of research in educational management, focusing on the role of student PsyCap.\u0000","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":null,"pages":null},"PeriodicalIF":2.6,"publicationDate":"2023-01-03","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"43833025","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-11-17DOI: 10.1108/ijqss-01-2022-0010
Zhenfang He, Hao Hu, Min Zhang, Fang Qin
Purpose Fully automatic operation (FAO) metro system is the trend of urban rail in modern cities. This study aims to develop a service quality scale for measuring passenger service perception in the context of FAO metro system. Design/methodology/approach Based on the interviews and the dimensions proposed in the previous service quality scales of the public transport sector, this study develops a multidimension service quality scale. Face-to-face interviews and surveys are conducted to obtain the riding experience and satisfaction of passengers in the metro stations of Beijing Subway Yanfang Line and Beijing Daxing International Airport Express that are FAO metro lines. Reliability, validity and nomological validity of our scale are demonstrated. Findings Six dimensions (i.e. tangibles, information, safety, efficiency, empathy and innovation) and 22 items are included in the scale through quantitative analysis. It is found that all of the six dimensions have a significant relationship with passenger satisfaction. Especially information and innovation are the more important dimensions of FAO metro system service quality. Originality/value This study contributes to the service quality literature in the public transport sector taking the FAO metro system as the object. The findings may provide a guide for the FAO metro operators to evaluate and improve their service quality.
{"title":"Service quality scale development for fully automatic operation metro system","authors":"Zhenfang He, Hao Hu, Min Zhang, Fang Qin","doi":"10.1108/ijqss-01-2022-0010","DOIUrl":"https://doi.org/10.1108/ijqss-01-2022-0010","url":null,"abstract":"\u0000Purpose\u0000Fully automatic operation (FAO) metro system is the trend of urban rail in modern cities. This study aims to develop a service quality scale for measuring passenger service perception in the context of FAO metro system.\u0000\u0000\u0000Design/methodology/approach\u0000Based on the interviews and the dimensions proposed in the previous service quality scales of the public transport sector, this study develops a multidimension service quality scale. Face-to-face interviews and surveys are conducted to obtain the riding experience and satisfaction of passengers in the metro stations of Beijing Subway Yanfang Line and Beijing Daxing International Airport Express that are FAO metro lines. Reliability, validity and nomological validity of our scale are demonstrated.\u0000\u0000\u0000Findings\u0000Six dimensions (i.e. tangibles, information, safety, efficiency, empathy and innovation) and 22 items are included in the scale through quantitative analysis. It is found that all of the six dimensions have a significant relationship with passenger satisfaction. Especially information and innovation are the more important dimensions of FAO metro system service quality.\u0000\u0000\u0000Originality/value\u0000This study contributes to the service quality literature in the public transport sector taking the FAO metro system as the object. The findings may provide a guide for the FAO metro operators to evaluate and improve their service quality.\u0000","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":null,"pages":null},"PeriodicalIF":2.6,"publicationDate":"2022-11-17","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"48344633","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-10-10DOI: 10.1108/ijqss-12-2021-0187
Md. Rostam Ali, Abdul Gaffar Khan, M. Islam, U. Akram
Purpose Despite the abundant literature on panic buying during COVID-19 pandemic, the several causes and consequences of panic buying have been enormously ignored. The purpose of this study is to emphasize the consumer’s behavior during the COVID-19 pandemic and illustrate the comprehensive theoretical model of consumers’ panic buying to investigate its causes and consequences in a developing country empirically to uncover this gap. Design/methodology/approach The authors collected data from 419 households of all socioeconomic classes of Bangladesh. A hierarchical regression model analyzed the data. Findings This study finds that internal and external factors such as rumors, government strategies, fear and anxiety and health security significantly affect consumers’ panic buying behaviors. This finding supports some theories of human behavior. This study also finds that panic buying has internal and external consequences such as price hike, shortage of supply of products, dissatisfaction of consumers and increase in utility (benefit) of the products but not on consumer’s budget. This finding supports as well as contradicts some established theories of human and consumer behavior. Originality/value This study proves that panic buying cannot help the consumers and they are the ultimate sufferers of this. The findings of this study will help the government, media, suppliers and consumers to interact properly to maintain panic buying during a pandemic crisis. Giving a holistic explanation of the causes and consequences of panic buying by introducing some novel variables is a momentous strength of this study.
{"title":"Determinants of panic buying during COVID-19: causes and consequences","authors":"Md. Rostam Ali, Abdul Gaffar Khan, M. Islam, U. Akram","doi":"10.1108/ijqss-12-2021-0187","DOIUrl":"https://doi.org/10.1108/ijqss-12-2021-0187","url":null,"abstract":"\u0000Purpose\u0000Despite the abundant literature on panic buying during COVID-19 pandemic, the several causes and consequences of panic buying have been enormously ignored. The purpose of this study is to emphasize the consumer’s behavior during the COVID-19 pandemic and illustrate the comprehensive theoretical model of consumers’ panic buying to investigate its causes and consequences in a developing country empirically to uncover this gap.\u0000\u0000\u0000Design/methodology/approach\u0000The authors collected data from 419 households of all socioeconomic classes of Bangladesh. A hierarchical regression model analyzed the data.\u0000\u0000\u0000Findings\u0000This study finds that internal and external factors such as rumors, government strategies, fear and anxiety and health security significantly affect consumers’ panic buying behaviors. This finding supports some theories of human behavior. This study also finds that panic buying has internal and external consequences such as price hike, shortage of supply of products, dissatisfaction of consumers and increase in utility (benefit) of the products but not on consumer’s budget. This finding supports as well as contradicts some established theories of human and consumer behavior.\u0000\u0000\u0000Originality/value\u0000This study proves that panic buying cannot help the consumers and they are the ultimate sufferers of this. The findings of this study will help the government, media, suppliers and consumers to interact properly to maintain panic buying during a pandemic crisis. Giving a holistic explanation of the causes and consequences of panic buying by introducing some novel variables is a momentous strength of this study.\u0000","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":null,"pages":null},"PeriodicalIF":2.6,"publicationDate":"2022-10-10","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"46820553","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-09-09DOI: 10.1108/ijqss-10-2021-0141
E. Mainardes, Gerlane da Silva Sousa
Purpose This study aims to verify the dimensions of perceived quality of services which influence the satisfaction of accounting firm clients and verifies whether customer satisfaction influences loyalty and word-of-mouth recommendations. Design/methodology/approach A model is proposed and tested using a survey of 292 accounting firm clients; structural equation modeling and partial least squares are used for data analysis. Findings The constructs of internal policies, personal relationships and trust influence the satisfaction of accounting firm clients which directly influences word-of-mouth recommendations and customer loyalty; however, the constructs of physical aspects and problem solving have no influence on satisfaction. Research limitations/implications The main contribution to the accounting field is an identification of the aspects in which firms should invest to deliver quality to clients. The development of internal policies, personal relationships and trust can lead to more satisfied clients, resulting in loyalty and word-of-mouth recommendations. These are novel results within the literature and can guide accounting firms toward better performance. Originality/value This study is justified by the fact that accounting firms must adapt to the new environment and the new requirements of the accounting field and look for solutions that follow the progress of financial and managerial accounting, primarily with regard to service quality, satisfaction, loyalty and word-of-mouth recommendations. We also introduce a new scale to reveal novelties which cannot be observed using traditional service quality scales. This is another important contribution to the quality of accounting services.
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