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Impact of Relational Benefit on Customer Loyalty with the Mediating Role of Customer Satisfaction: A Study of Selective Banks of Pakistan 关系利益对顾客忠诚的影响及顾客满意的中介作用:基于巴基斯坦选择性银行的研究
Pub Date : 2023-03-31 DOI: 10.26710/sbsee.v5i1.2539
Rana Muhammad Shahid Yaqub, Muhammad Awais Javeed, Zobia Javeed, A. Haider
Objective: The research paper opens up to Relationship Marketing approach with the objective to find an array of factors facilitating Customer Loyalty in Banks: Customer Relational Benefit has been studied to increase Customer Satisfaction and thus, Customer Loyalty as well. Methodology: This study focuses on and talks about empirical findings from 422 customers of different banks situated in Multan. AMOS and SPSS were used to analyze the data. Descriptive statistics, frequency distribution, correlation, confirmatory factor analysis and structure equation modeling tools were used to analyze the data. Findings: The key finding in this Research Paper indicates that customer relational benefits & customer satisfaction are key players that enhance and retain the customer loyalty. Implications: This study provides a comprehensive guide line for managers to access and retain the loyal customers.
目的:本研究打开了关系营销的方法,目的是找到一系列促进银行客户忠诚的因素:研究了客户关系利益,以提高客户满意度,从而提高客户忠诚度。研究方法:本研究关注并讨论了木尔坦地区不同银行的422名客户的实证结果。采用AMOS软件和SPSS软件对数据进行分析。采用描述性统计、频率分布、相关性、验证性因子分析和结构方程建模工具对数据进行分析。研究发现:本研究的主要发现表明,客户关系利益和客户满意度是提升和保持客户忠诚的关键因素。启示:本研究为管理者获取和保留忠诚顾客提供了全面的指导方针。
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引用次数: 0
Impression of COVID-19 Pandemic on Healthcare Employees: Analyzing the Moderating Effect of Perceived Organizational Support COVID-19大流行对医疗保健员工的印象:感知组织支持的调节作用分析
Pub Date : 2023-03-31 DOI: 10.26710/sbsee.v5i1.2530
M. Tariq, Ashfaq Ahmed, Ayesha Farooqui, Faheem Shaheen
Purpose: The aim of this study was to analyze the moderating role of Perceived Organizational Support (POS) on the relationship among Job Stress (JS) and Job Burnout (JB) as well as Job Stress and Organizational Commitment (OC) under the pandemic situation. The direct relationship of Job Stress with Job Burnout and Organizational Commitment was also analyzed. Methodology: The study has been conducted on the 260 healthcare professionals (171 doctors & 89 medical support staff) of five well-established leading private hospitals of Lahore, a major city of Pakistan where diversity meets contemporary dynamics. An adopted questionnaire was utilized to collect the data from within working masse. To examine the relationship among the considered variable, regression as well as correlation analysis was deployed. After due analysis, it was found that JS is positively related to JB and it relates negatively with the OC. However, findings also revealed that POS does not moderate any of the relationships i.e., those of JS with OC & JB. Findings: The findings suggested that the pandemic situation proved to be stressful for the healthcare employees so as it led to burnout among them and reduced their commitment towards the organization. And that this stress due to pandemic situation was so that perceived support of employees from their organization could not alter their commitment in favor of the organization and also could not prevent the stress to reach the level of burnout among employees. Implications: The study offers practical implications to the managers. The burden on the shoulders of a manager is much more than he understands, constantly maintaining the balance between stress and encouragement is the ultimate duty of the manager. Along with managing the projects meeting the deadline with effectiveness, saving employees from the wear and tear mentally and physically is something of prime important enlisted in a manager’s duty.  In theoretical sense, the study also has its implications in the field of management as well as pandemic situations.
目的:本研究旨在分析大流行背景下,组织支持感(POS)对工作压力(JS)与工作倦怠(JB)、工作压力与组织承诺(OC)之间关系的调节作用。分析了工作压力与工作倦怠、组织承诺的直接关系。方法:该研究对巴基斯坦主要城市拉合尔五家知名的领先私立医院的260名医疗保健专业人员(171名医生和89名医疗支持人员)进行了调查,拉合尔的多样性符合当代动态。采用问卷调查的方式,在工作人群中收集数据。为了检验所考虑的变量之间的关系,采用了回归和相关分析。经过分析,我们发现JS与JB呈正相关,与OC呈负相关。然而,研究结果也显示,POS并没有调节任何关系,即JS与OC和JB的关系。研究结果:研究结果表明,大流行的情况证明了对医疗保健员工的压力,因为它导致他们之间的倦怠,并减少了他们对组织的承诺。这种压力是由于疫情造成的所以员工从组织得到的支持不能改变他们对组织的承诺也不能阻止压力在员工中达到倦怠的程度。启示:本研究对管理者具有现实意义。管理者肩上的担子比他所能理解的要多得多,不断保持压力和鼓励之间的平衡是管理者的终极职责。除了有效地在截止日期前管理项目外,让员工免受精神和身体上的疲劳也是管理者的首要职责。在理论意义上,该研究在管理领域以及流行病情况方面也有其意义。
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引用次数: 0
Information Technology Factors Impacting Educators before and during COVID-19: A Study of Developing Countries 在COVID-19之前和期间影响教育工作者的信息技术因素:对发展中国家的研究
Pub Date : 2023-03-31 DOI: 10.26710/sbsee.v5i1.2540
Monique Keevy
Purpose: The purpose of the paper is to explore the negative impact of information technology (IT) factors prior to and during COVID-19 from the perspectives of developing country educators, to obtain context to the higher education environment to aid future teaching practices. Design/methodology/approach: The study employs a mixed method approach comprising a questionnaire and interviews with educators situated in two African developing countries from the South African Development Community (SADC). Findings: This paper found that the IT factors that most adversely impacted educators’ delivery of the academic programme, was the student element (students’ internet access, students’ access to IT equipment, students’ proficiency with technology and data costs for students). The IT factors negative impact was mostly also intensified amid the pandemic. Implications/Originality/Value: Far from being just a disruption, the pandemic is an indication of the urgent need to build sustainable higher education institutions to ensure that educators deliver quality academic programmes to all. The research obtained an understanding of IT factors (past and present) that may hinder educators’ orientations towards the future. Bringing to the fore the IT hindrances, educators can act by means of their environment, to enable teaching to continue under all conditions.
目的:本文的目的是从发展中国家教育工作者的角度探讨信息技术(IT)因素在COVID-19之前和期间的负面影响,以获取高等教育环境的背景,以帮助未来的教学实践。设计/方法/方法:该研究采用混合方法,包括问卷调查和对来自南非发展共同体(SADC)的两个非洲发展中国家的教育工作者的访谈。研究结果:本文发现,对教育工作者的学术课程交付影响最大的IT因素是学生因素(学生的互联网接入、学生对IT设备的访问、学生对技术的熟练程度和学生的数据成本)。在新冠疫情期间,信息技术因素的负面影响也大多加剧。影响/原创性/价值:大流行病不仅是一种破坏,而且表明迫切需要建立可持续的高等教育机构,以确保教育工作者向所有人提供高质量的学术课程。该研究获得了可能阻碍教育工作者面向未来的IT因素(过去和现在)的理解。把信息技术障碍放在首位,教育工作者可以通过他们的环境采取行动,使教学在任何条件下都能继续进行。
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引用次数: 0
Strategic Direction and Firm Performance: Evidence from the SACCO Sector 战略方向与企业绩效:来自SACCO行业的证据
Pub Date : 2023-03-31 DOI: 10.26710/sbsee.v5i1.2541
J. Odero
Purpose: Strategic direction setting is a critical leadership practice to be adopted by organizations that intend to attain good performance. This study sought to examine the influence of strategic direction on Sacco performance. Design/Methodology: The study utilized descriptive and correlational research design. The study was conducted in SACCOs in Kenya. Primary data was collected using a close ended questionnaire from SACCOs senior managers and CEOs were also interviewed. For data analysis, the study used descriptive statistics, inferential statistics and content analysis. Findings: The study established that strategic direction setting significantly influenced SACCO performance. Implications/Originality/Value: The findings provide a valuable insight on the importance of strategic direction setting in enhancing performance. This study will guide SACCO leaders to proactively set strategic direction through developing and communicating the vision, mission, goals and objectives as this will boost performance in terms of increased level of customer satisfaction, increase in members, asset base growth and growth in deposit base. The findings can be used as a basis for further research by scholars who are interested in understanding strategic direction in SACCO’s.
目的:战略方向设定是一个关键的领导实践,被组织采用,以获得良好的绩效。本研究旨在探讨战略方向对企业绩效的影响。设计/方法:本研究采用描述性和相关性研究设计。这项研究是在肯尼亚的SACCOs进行的。主要数据是通过封闭式问卷收集的,受访者包括中美合作所的高级管理人员和首席执行官。数据分析采用描述性统计、推理统计和内容分析。研究发现:战略方向的设定显著影响企业绩效。启示/原创性/价值:研究结果对战略方向设置在提高绩效中的重要性提供了有价值的见解。这项研究将指导SACCO的领导者通过制定和沟通愿景、使命、目标和目的来积极制定战略方向,因为这将在提高客户满意度、增加会员、资产基础增长和存款基础增长方面提高绩效。本研究结果可作为有兴趣了解sacacco战略方向的学者进一步研究的基础。
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引用次数: 0
Intervening Role of Sustainability Practices in the Nexuses of Responsible Leadership and Environmental, Task, and Contextual Performance 可持续性实践在负责任领导与环境、任务和情境绩效关系中的中介作用
Pub Date : 2023-03-31 DOI: 10.26710/sbsee.v5i1.2529
Sulaman Hafeez Siddiqui, Ali Ijaz, Rahil Nazar Chawla, Muqaddas Naz
Purpose: The current study assessed the function of responsible leadership in the banking industry using the stakeholder theory. The current study also looks into the connection between responsible leadership and task, contextual, and environmental performance. Methodology: The banking industry's 389 branch employees, including branch managers, business development officers, general banking officers, branch operation managers, cash officers, and relationship managers, were surveyed using a survey questionnaire approach to gather data. Mplus was used to analyze the data using the structural equation modeling method. Findings: The study's findings showed that ethical leadership had a direct influence on a firm's environmental (0.204), task (0.365), and contextual performance (0.188), as well as indirect effects through varied sustainability policies. Implications: it implies the significance of sustainable policies concerning responsible leadership and a company's success. The current study is a pioneering effort that added to the body of knowledge on the relationship between organizational tasks, contextual performance, and environmental performance in Pakistan's banking industry. It also evaluated the role of sustainability strategies in the interim.
目的:本研究运用利益相关者理论评估银行业负责任领导的功能。目前的研究还探讨了负责任的领导与任务、情境和环境绩效之间的联系。方法:对银行业389名分行员工进行调查,包括分行经理、业务发展官员、一般银行官员、分行运营经理、现金官员和关系经理,采用调查问卷法收集数据。采用Mplus结构方程建模方法对数据进行分析。研究发现:伦理型领导对企业的环境绩效(0.204)、任务绩效(0.365)和情境绩效(0.188)有直接影响,并通过不同的可持续发展政策产生间接影响。含义:它暗示了可持续政策对负责任的领导和公司成功的重要性。目前的研究是一项开创性的努力,它增加了关于巴基斯坦银行业组织任务、情境绩效和环境绩效之间关系的知识体系。它还评价了可持续性战略在此期间的作用。
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引用次数: 0
Sustainable Business: Managing the Challenges of the 21st Century 可持续商业:应对21世纪的挑战
Pub Date : 2023-01-01 DOI: 10.1007/978-3-031-25397-3
M. Fischer, Daniel Foord, J. Frecè, Kirsten Hillebrand, I. Kissling-Näf, Rahel Meili, M. Peskova, David Risi, R. Schmidpeter, Tobias Stucki
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引用次数: 2
Sustainability of Malay Traditional Silverware Industry in the East Coast Region of Malaysia 马来西亚东海岸地区马来传统银器产业的可持续性
Pub Date : 2022-12-31 DOI: 10.26710/sbsee.v4i4.2449
Syed Mohd Faisal Syed Ahmad, Hanif Khairi
Objective: The traditional Malay silverware industries in Malaysia that have existed for more than 200 years began to deteriorate from time to time. Silverware is a craft field with its uniqueness and almost extinction hereditary since 1948 on the East Coast of Malaysia. In this context, innovation and sustainability play a vital role in the design and product development. Methodology: Research information is collected through field research: direct observation, participant observation, ethnography, qualitative interviews, and case studies. In addition, this study is supported by previous studies in scholarly journals, books, documents, and reports from relevant sources, local government agencies, newspapers, and other reliable website sources. Findings: In conclusion, the silverware craft industry is facing a bleak future with no implementation of the proper measure. It should be concerned that the sector will one-day face extinction. Implications: The most important parties to take off the efforts are the government bodies, the local community, and the higher education level to initiate collaboration programs on sustaining the Malay traditional silverware industries to the next level. As concerned, a focus group discussion is needed to see and fulfill the needs of the industry, consumers, and future generation.
目的:马来西亚存在了200多年的传统马来银器产业开始不时地恶化。银器是一个工艺领域,它的独特性和几乎灭绝的遗传自1948年以来,在马来西亚东海岸。在这种情况下,创新和可持续性在设计和产品开发中起着至关重要的作用。研究方法:通过实地调查收集研究信息:直接观察、参与观察、民族志、定性访谈和案例研究。此外,本研究还得到了先前学术期刊、书籍、文件和相关来源、地方政府机构、报纸和其他可靠网站来源的报告的支持。结论:银器行业发展前景黯淡,缺乏相应措施。应该担心的是,该行业有朝一日将面临灭绝。启示:最重要的是政府机构、当地社区和高等教育机构启动合作计划,以维持马来传统银器行业到下一个水平。因此,需要进行焦点小组讨论,以了解并满足行业、消费者和下一代的需求。
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引用次数: 0
Theory of Reason Action to Determine the Mediating Role of Attitude Toward Brand 决定品牌态度中介作用的理性行为理论
Pub Date : 2022-12-31 DOI: 10.26710/sbsee.v4i4.2543
Rana Muhammad Shahid Yaqub, R. Hanif, Muhammad Awais Javeed, Zobia Javeed
Purpose: The success or failure of an organization depends largely on the behavior of its customers towards its brand, which influences their intention to purchase. In this study, the researcher investigated the relationship between customers' lifestyle and their trust in a brand, and how this relates to their online purchase intentions. The study also examined how customers' attitudes towards the brand mediate this relationship. Methodology: The theoretical framework used was based on the theory of planned behavior, and data was collected through an online survey completed by 223 participants. Findings: The results showed that customers' lifestyle and trust in a brand have a direct impact on their online purchase intentions, and that attitude towards the brand partially mediates this relationship. The data was analyzed using SPSS and Smart PLS. Implications: Overall, these findings offer meaningful insights for telecom companies in Pakistan, enabling them to develop effective marketing strategies to augment their online sales.
目的:一个组织的成功或失败在很大程度上取决于客户对其品牌的行为,这影响了他们的购买意愿。在这项研究中,研究人员调查了消费者的生活方式与他们对品牌的信任之间的关系,以及这与他们的在线购买意愿之间的关系。该研究还考察了消费者对品牌的态度如何调解这种关系。方法:使用的理论框架基于计划行为理论,数据通过223名参与者完成的在线调查收集。研究发现:消费者的生活方式和对品牌的信任直接影响其在线购买意愿,而对品牌的态度在这一关系中起到部分中介作用。使用SPSS和Smart PLS对数据进行了分析。含义:总体而言,这些发现为巴基斯坦的电信公司提供了有意义的见解,使他们能够制定有效的营销策略来增加他们的在线销售。
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引用次数: 0
Effect of the Obvious Use of Green Economy Standards on Competitive Advantage 明显使用绿色经济标准对竞争优势的影响
Pub Date : 2022-12-31 DOI: 10.26710/sbsee.v4i4.2448
Hadouga Hassiba
Objective: The author conducted a literature review to gather information on methods that have been developed to promote the use of green economy methods. Subsequently, a research was conducted on the usefulness and subjective perception of such methods in a sample of companies operating in the Republic of Romania. In addition, the author attempted to identify the factors that influenced managers' decisions in choosing such a tool. Methodology: A web-based survey was developed with the aim of data collection, followed by analysis of associations between the identified variables by applying Pearson's chi-square test. The literature review revealed the importance of making the transition to a green economy in improving economic impacts. Findings: In total, 100 Romanian companies participated in the survey, and it was discovered that a large number of them have implemented green        economy methods.. In the next part, the use of dimensions of competitive advantage is determined, and the correlation between the use of green economy standards and dimensions of competitive advantage is determined as the factor that influenced the Transition to the green economy. Implication: Since there is a relationship between the use of green economy criteria and the subsequent perception of its efficiency, the results support the arguments that the transition to a green economy drastically affects the competitive advantage and competition of gray firms in general.
目的:作者进行了文献综述,以收集已开发的方法,以促进使用绿色经济方法的信息。随后,在罗马尼亚共和国经营的公司样本中对这些方法的有用性和主观看法进行了研究。此外,作者试图找出影响管理者选择这种工具的决策的因素。方法:开发了一项基于网络的调查,目的是收集数据,然后通过应用皮尔逊卡方检验分析确定变量之间的关联。文献综述揭示了向绿色经济转型对改善经济影响的重要性。调查结果:总共有100家罗马尼亚公司参与了调查,发现其中大量公司已经实施了绿色经济方法。在接下来的部分中,确定了竞争优势维度的使用,并确定了绿色经济标准的使用与竞争优势维度之间的相关性是影响向绿色经济转型的因素。含义:由于绿色经济标准的使用与随后对其效率的看法之间存在关系,因此研究结果支持以下论点,即向绿色经济的过渡总体上极大地影响了灰色企业的竞争优势和竞争。
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引用次数: 0
Critical Discourse Analysis of Trauma Bonding in Female Victims of Intimate Partner Abuse: A Phenomenological Constructivist Approach 亲密伴侣虐待女性受害者创伤联结的批判话语分析:现象学建构主义方法
Pub Date : 2022-12-31 DOI: 10.26710/sbsee.v4i4.2496
Warda Iftikhar Qazi, Shakeel Shahzad, Taraq Waheed
Purpose: Intimate partner abuse is a socially prevalent issue across cultures. Despite establishing survivor institutes and anti-domestic violence NGOs, the voices of battered women have not yet reached the legal governmental policies. Recent research on IPA indicates that women remain chained to the dangerously controlled and maintained relationship despite its social and psychological repercussions. Exitance of Intimate Partner Abuse has been seen through the lens of criminal activity. Therefore, the perpetuation of IPA is linked to the psychotic and criminal intentions of the perpetrator (Gibbs et al., 2018). Empirical evidence suggests that there is a dearth of data to highlight the female voice on the domestic violence issue. Design/Methodology/Approach: The research design focuses of critically deconstructing the labels, reinforces identities and professed believes mentioned in the article to identify the meaning and motive behind them. This study is built on the socio-cognitive approach to understand the cognitive link between the societal ideals and the way they shape the thought process of the victim in choosing their reaction towards abuse. Findings: The findings suggest that the co-existence of these contributing factors create trauma bonding in victims that forces them to stay in abusive relationships. Implications/Originality/Value: This study explores recently published newspaper articles on Domestic Violence portraying Intimate partner abuse to analyses discursive elements used to discuss the issue in the light of varying psychological, emotional and socioeconomical backgrounds.
目的:亲密伴侣虐待是一个跨文化的社会普遍问题。尽管建立了幸存者研究所和反家暴非政府组织,但受虐妇女的声音尚未达到合法的政府政策。最近对IPA的研究表明,尽管有社会和心理上的影响,妇女仍然被这种危险的控制和维持的关系所束缚。亲密伴侣虐待的退出是通过犯罪活动的视角来看待的。因此,IPA的持续存在与犯罪者的精神和犯罪意图有关(Gibbs et al., 2018)。经验证据表明,在家庭暴力问题上,强调女性声音的数据缺乏。设计/方法论/方法:研究设计的重点是批判性地解构标签,强化文章中提到的身份和信仰,以确定其背后的意义和动机。本研究建立在社会认知方法的基础上,以理解社会理想与受害者在选择对虐待的反应时形成思维过程的方式之间的认知联系。研究结果:研究结果表明,这些因素的共存在受害者中造成了创伤联系,迫使他们留在虐待关系中。含义/原创性/价值:本研究探讨了最近发表的关于家庭暴力的报纸文章,这些文章描绘了亲密伴侣的虐待,以分析在不同的心理、情感和社会经济背景下讨论这个问题所使用的话语元素。
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引用次数: 0
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Sustainable Business and Society in Emerging Economies
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