Faouzi Ayadi, T. Alaskar, Wassim J. Aloulou, A. Alsadi
This study aims to explore the influence mechanism of digital platform capabilities (DPC) on firm performance (FP) through a parallel mediation model of firm agility (FA) and network capabilities (NC) in a specific context. Data for this study were collected from 422 randomly selected Saudi firms with survey questionnaires mainly in central, western, and eastern areas of Saudi Arabia and then analyzed using structural equation modeling. The results showed that there are significant relationships of DPC to FA and to NC. No direct and significant relationship was found between PDC and FP. Moreover, FA and NC fully play their mediating roles between DPC and FP. The study contributes to the literature on digitalization, capabilities, and performance by providing new insights from the Saudi context. It also contributes to the practice by providing managerial implications for Saudi managers. Based on empirical evidence, to the best of authors' knowledge, this is the first endeavor to link DPC and FP and provide a new perspective of its influence mechanism.
{"title":"From Digital Platform Capabilities to Firm Performance","authors":"Faouzi Ayadi, T. Alaskar, Wassim J. Aloulou, A. Alsadi","doi":"10.4018/ijcrmm.338997","DOIUrl":"https://doi.org/10.4018/ijcrmm.338997","url":null,"abstract":"This study aims to explore the influence mechanism of digital platform capabilities (DPC) on firm performance (FP) through a parallel mediation model of firm agility (FA) and network capabilities (NC) in a specific context. Data for this study were collected from 422 randomly selected Saudi firms with survey questionnaires mainly in central, western, and eastern areas of Saudi Arabia and then analyzed using structural equation modeling. The results showed that there are significant relationships of DPC to FA and to NC. No direct and significant relationship was found between PDC and FP. Moreover, FA and NC fully play their mediating roles between DPC and FP. The study contributes to the literature on digitalization, capabilities, and performance by providing new insights from the Saudi context. It also contributes to the practice by providing managerial implications for Saudi managers. Based on empirical evidence, to the best of authors' knowledge, this is the first endeavor to link DPC and FP and provide a new perspective of its influence mechanism.","PeriodicalId":37127,"journal":{"name":"International Journal of Customer Relationship Marketing and Management","volume":"8 11","pages":""},"PeriodicalIF":0.0,"publicationDate":"2024-02-26","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"140430450","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}
This article explores the role of green human resource management (GHRM) practices in improving the sustainable performance of Egyptian private hospitals. Based on the collected data from 398 workers in Egyptian private hospitals, the results show that Egyptian private hospitals applied GHRM practices with lower level of applying the green compensations, green gob analysis and HR planning, and green recruitment and selection. The results supported the relationship between GHRM practices and sustainable performance with moderate level. This requires Egyptian private hospitals to commit to applying GHRM practices with the aim of developing environmental awareness among employees, directing them towards green behavior, and spreading green culture with the aim of supporting sustainable performance.
{"title":"Do Green Human Resource Management Practices Improve Sustainable Performance?","authors":"N. M. Allam, Marwa M. Mansour","doi":"10.4018/ijcrmm.336915","DOIUrl":"https://doi.org/10.4018/ijcrmm.336915","url":null,"abstract":"This article explores the role of green human resource management (GHRM) practices in improving the sustainable performance of Egyptian private hospitals. Based on the collected data from 398 workers in Egyptian private hospitals, the results show that Egyptian private hospitals applied GHRM practices with lower level of applying the green compensations, green gob analysis and HR planning, and green recruitment and selection. The results supported the relationship between GHRM practices and sustainable performance with moderate level. This requires Egyptian private hospitals to commit to applying GHRM practices with the aim of developing environmental awareness among employees, directing them towards green behavior, and spreading green culture with the aim of supporting sustainable performance.","PeriodicalId":37127,"journal":{"name":"International Journal of Customer Relationship Marketing and Management","volume":"73 8","pages":""},"PeriodicalIF":0.0,"publicationDate":"2024-02-07","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"139797329","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}
This article explores the role of green human resource management (GHRM) practices in improving the sustainable performance of Egyptian private hospitals. Based on the collected data from 398 workers in Egyptian private hospitals, the results show that Egyptian private hospitals applied GHRM practices with lower level of applying the green compensations, green gob analysis and HR planning, and green recruitment and selection. The results supported the relationship between GHRM practices and sustainable performance with moderate level. This requires Egyptian private hospitals to commit to applying GHRM practices with the aim of developing environmental awareness among employees, directing them towards green behavior, and spreading green culture with the aim of supporting sustainable performance.
{"title":"Do Green Human Resource Management Practices Improve Sustainable Performance?","authors":"N. M. Allam, Marwa M. Mansour","doi":"10.4018/ijcrmm.336915","DOIUrl":"https://doi.org/10.4018/ijcrmm.336915","url":null,"abstract":"This article explores the role of green human resource management (GHRM) practices in improving the sustainable performance of Egyptian private hospitals. Based on the collected data from 398 workers in Egyptian private hospitals, the results show that Egyptian private hospitals applied GHRM practices with lower level of applying the green compensations, green gob analysis and HR planning, and green recruitment and selection. The results supported the relationship between GHRM practices and sustainable performance with moderate level. This requires Egyptian private hospitals to commit to applying GHRM practices with the aim of developing environmental awareness among employees, directing them towards green behavior, and spreading green culture with the aim of supporting sustainable performance.","PeriodicalId":37127,"journal":{"name":"International Journal of Customer Relationship Marketing and Management","volume":"52 12","pages":""},"PeriodicalIF":0.0,"publicationDate":"2024-02-07","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"139857482","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}
This content analysis examines gender portrayal in advertisements in television advertising in the GCC, and contrasts those depictions with the results of an earlier study of the same region. Analysis revealed that stereotypical depictions of men and women continued to hold, specifically with respect to the association between the central figure's gender and the type of advertised product, as well as in background setting. However, in terms of roles (familial, autonomous) and location (home, occupational setting), as women continued to be depicted mainly in familial roles and at home, men were also increasingly portrayed progressively in familial roles and at home. The findings are discussed in comparison to extant literature and the changes occurring in the Gulf region with regard to gender roles.
{"title":"Gender Depictions in TV Advertising in the Gulf","authors":"Ali Khalil","doi":"10.4018/ijcrmm.336842","DOIUrl":"https://doi.org/10.4018/ijcrmm.336842","url":null,"abstract":"This content analysis examines gender portrayal in advertisements in television advertising in the GCC, and contrasts those depictions with the results of an earlier study of the same region. Analysis revealed that stereotypical depictions of men and women continued to hold, specifically with respect to the association between the central figure's gender and the type of advertised product, as well as in background setting. However, in terms of roles (familial, autonomous) and location (home, occupational setting), as women continued to be depicted mainly in familial roles and at home, men were also increasingly portrayed progressively in familial roles and at home. The findings are discussed in comparison to extant literature and the changes occurring in the Gulf region with regard to gender roles.","PeriodicalId":37127,"journal":{"name":"International Journal of Customer Relationship Marketing and Management","volume":"99 10","pages":""},"PeriodicalIF":0.0,"publicationDate":"2024-01-31","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"140471463","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}
This paper aims to explore the impact of electronic customer relationship management practices (website quality, ease of use, customer privacy, and information quality) on the customer electronic loyalty. The population of this study is customers of the Islamic banks in Saudi Arabia. The questionnaire is used as a basic tool in the survey related to the current research. The hypothesized structural equation model was tested using the AMOS software version 20. The study has found that with respect to the bank customers, e-CRM has a significant impact on electronic customer loyalty. Based on the results of the study, bank managers and decision makers should focus more on the optimal distribution of the available resources and strengthening their electronic relationship with customers in order to attract more customers, retain existing customers, and get rid of less profitable customers.
{"title":"Electronic Loyalty of Islamic Banks in Saudi Arabia","authors":"Layla Hodaed Alsheikh","doi":"10.4018/ijcrmm.332883","DOIUrl":"https://doi.org/10.4018/ijcrmm.332883","url":null,"abstract":"This paper aims to explore the impact of electronic customer relationship management practices (website quality, ease of use, customer privacy, and information quality) on the customer electronic loyalty. The population of this study is customers of the Islamic banks in Saudi Arabia. The questionnaire is used as a basic tool in the survey related to the current research. The hypothesized structural equation model was tested using the AMOS software version 20. The study has found that with respect to the bank customers, e-CRM has a significant impact on electronic customer loyalty. Based on the results of the study, bank managers and decision makers should focus more on the optimal distribution of the available resources and strengthening their electronic relationship with customers in order to attract more customers, retain existing customers, and get rid of less profitable customers.","PeriodicalId":37127,"journal":{"name":"International Journal of Customer Relationship Marketing and Management","volume":"26 2","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-11-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135325547","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}
Florinda Zegullaj, Jusuf Zeqiri, Nail Reshidi, Hyrije Abazi-Alili
This study aims to examine the impact of CRM on customer loyalty and to explore relationship marketing accuracy in four dimensions such as trust, communication, commitment, and conflict handling in the banking system. Moreover, it examines the direct and indirect relationships between CRM variables and the mediating role of trust between them. Because most bank-customer interactions are time-varying and dynamic, and there are only a few studies related to CRM in the Albanian banking system, this study tends to contribute further to this field. Random sampling technique was used to collect data from 440 bank customers, who completed a structured questionnaire in Google Forms. Structural equation modelling (SEM) in Smart PLS 4 software was used to analyse the completed questionnaires. The results have revealed that CRM impacts positively and significantly the loyalty of bank customers, thereby supporting all the hypotheses. Moreover, the data analysis showed that trust plays a mediating effect between CRM variables.
{"title":"The Impact of Customer Relationship Marketing on Customer Loyalty","authors":"Florinda Zegullaj, Jusuf Zeqiri, Nail Reshidi, Hyrije Abazi-Alili","doi":"10.4018/ijcrmm.332231","DOIUrl":"https://doi.org/10.4018/ijcrmm.332231","url":null,"abstract":"This study aims to examine the impact of CRM on customer loyalty and to explore relationship marketing accuracy in four dimensions such as trust, communication, commitment, and conflict handling in the banking system. Moreover, it examines the direct and indirect relationships between CRM variables and the mediating role of trust between them. Because most bank-customer interactions are time-varying and dynamic, and there are only a few studies related to CRM in the Albanian banking system, this study tends to contribute further to this field. Random sampling technique was used to collect data from 440 bank customers, who completed a structured questionnaire in Google Forms. Structural equation modelling (SEM) in Smart PLS 4 software was used to analyse the completed questionnaires. The results have revealed that CRM impacts positively and significantly the loyalty of bank customers, thereby supporting all the hypotheses. Moreover, the data analysis showed that trust plays a mediating effect between CRM variables.","PeriodicalId":37127,"journal":{"name":"International Journal of Customer Relationship Marketing and Management","volume":"2012 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-10-13","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135854477","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}
Social media influencers (SMI) are considered effective marketing weapons that firms increasingly use to endorse their products and brands. However, with the enormous diversity of social media and the multiplicity of SMI, marketers need to understand how to choose the right SMI on the right social media for a specific product or brand. This study aims to improve understanding of the influence of SMI followers' behaviors by studying how parasocial relationship (PSR) interacts with SMI's expertise for products with different levels of involvement to impact consumers' behaviors. The authors proposed a three-hypotheses (nine sub-hypotheses) model that was tested via a scenarios-based survey. Data was collected from 1230 Instagram users living in Qatar. These results confirm the importance of PSR, SMI's perceived expertise, and product involvement in predicting the effectiveness of an SMI endorsement. They also highlight the need to consider the different interactions between these three variables.
{"title":"Effect of Instagram Influencer Parasocial Relationship on Follower Behaviors","authors":"Sara Al Sulaiti, Mohamed Slim Ben Mimoun","doi":"10.4018/ijcrmm.329246","DOIUrl":"https://doi.org/10.4018/ijcrmm.329246","url":null,"abstract":"Social media influencers (SMI) are considered effective marketing weapons that firms increasingly use to endorse their products and brands. However, with the enormous diversity of social media and the multiplicity of SMI, marketers need to understand how to choose the right SMI on the right social media for a specific product or brand. This study aims to improve understanding of the influence of SMI followers' behaviors by studying how parasocial relationship (PSR) interacts with SMI's expertise for products with different levels of involvement to impact consumers' behaviors. The authors proposed a three-hypotheses (nine sub-hypotheses) model that was tested via a scenarios-based survey. Data was collected from 1230 Instagram users living in Qatar. These results confirm the importance of PSR, SMI's perceived expertise, and product involvement in predicting the effectiveness of an SMI endorsement. They also highlight the need to consider the different interactions between these three variables.","PeriodicalId":37127,"journal":{"name":"International Journal of Customer Relationship Marketing and Management","volume":" ","pages":""},"PeriodicalIF":0.0,"publicationDate":"2023-08-29","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"43526414","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}
Bilal Ahmad Ali Al-khateeb, Fakher Jaoua, E. Mohamed
In the last few years, it is clear that changes in technologies have altered the ways people shop across the globe, particularly through the Internet. Online shopping experience represents one of these ways, presenting opportunities for people to shop online. However, online store owners are quite concerned about how online shopping experiences seem to influence customer attitudes. In this regard, this research investigates the relationships between the online shopping experience, the attitude towards online shopping, and e-customer engagement. A survey questionnaire was distributed to 342 online customers shopping in Saudi Arabia, through Google form survey procedure. The application of SPSS, and structural equation methods shows two results. On the one hand, providing a positive online shopping experience leads to cultivating a favorable attitude toward online purchasing, and consequently improving e-customer engagement. Gender, on the other hand, has no effect on the impact of online buying experience, and attitude towards online shopping on e-customer engagement.
{"title":"The Impact of Attitude Towards Online Shopping in Strengthening the Relationship Between Online Shopping Experience and E-Customer Engagement","authors":"Bilal Ahmad Ali Al-khateeb, Fakher Jaoua, E. Mohamed","doi":"10.4018/ijcrmm.327869","DOIUrl":"https://doi.org/10.4018/ijcrmm.327869","url":null,"abstract":"In the last few years, it is clear that changes in technologies have altered the ways people shop across the globe, particularly through the Internet. Online shopping experience represents one of these ways, presenting opportunities for people to shop online. However, online store owners are quite concerned about how online shopping experiences seem to influence customer attitudes. In this regard, this research investigates the relationships between the online shopping experience, the attitude towards online shopping, and e-customer engagement. A survey questionnaire was distributed to 342 online customers shopping in Saudi Arabia, through Google form survey procedure. The application of SPSS, and structural equation methods shows two results. On the one hand, providing a positive online shopping experience leads to cultivating a favorable attitude toward online purchasing, and consequently improving e-customer engagement. Gender, on the other hand, has no effect on the impact of online buying experience, and attitude towards online shopping on e-customer engagement.","PeriodicalId":37127,"journal":{"name":"International Journal of Customer Relationship Marketing and Management","volume":" ","pages":""},"PeriodicalIF":0.0,"publicationDate":"2023-08-09","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"49437887","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}
The study examines customer attitudes towards fast moving consumer goods (FMCG) retail outlets based on customer engagement, loyalty programmes, customer satisfaction and customer loyalty towards customer repurchasing decisions. More specifically, this study investigates the past, present, and future trajectories of loyalty programmes in South Africa. This study followed a descriptive and a quantitative research method. A non-probability sampling method was implemented using quota and convenience sampling. The study included a sample of 272 FMCG members that participated in the study. An adapted questionnaire was used as the data collection instrument in the study. This instrument contained 59 items on demography, behavioural, and psychographic customer relationship management (CRM) based variables. The data was collected through web-based questionnaires using Google Forms. Using SPSS 28 and AMOS 28, the data analysis included both descriptive and inferential analyses tools such as factor analysis, regression analysis, cluster analysis, and structural equation modelling.
{"title":"Customer Loyalty Programmes in South Africa","authors":"Nicole Bronwin Morrison, R. Shambare, T. Rukuni","doi":"10.4018/ijcrmm.325789","DOIUrl":"https://doi.org/10.4018/ijcrmm.325789","url":null,"abstract":"The study examines customer attitudes towards fast moving consumer goods (FMCG) retail outlets based on customer engagement, loyalty programmes, customer satisfaction and customer loyalty towards customer repurchasing decisions. More specifically, this study investigates the past, present, and future trajectories of loyalty programmes in South Africa. This study followed a descriptive and a quantitative research method. A non-probability sampling method was implemented using quota and convenience sampling. The study included a sample of 272 FMCG members that participated in the study. An adapted questionnaire was used as the data collection instrument in the study. This instrument contained 59 items on demography, behavioural, and psychographic customer relationship management (CRM) based variables. The data was collected through web-based questionnaires using Google Forms. Using SPSS 28 and AMOS 28, the data analysis included both descriptive and inferential analyses tools such as factor analysis, regression analysis, cluster analysis, and structural equation modelling.","PeriodicalId":37127,"journal":{"name":"International Journal of Customer Relationship Marketing and Management","volume":" ","pages":""},"PeriodicalIF":0.0,"publicationDate":"2023-07-10","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"46344455","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}
In trying to strike the necessary balance between the two main processes of strategic decision (i.e., between making and implementing decisions), many researchers have moved their focus toward strategic implementation, which has become a growing trend in the strategic decision literature. Nonetheless, the strategic decision implementation process remains a mysterious black box, and researchers are still looking for an answer to the challenging question of “What are the core activities in implementing strategic decisions?” Therefore, the purpose of this paper is to plug this gap in the literature by conducting an extensive review of the literature on strategic decision implementation to understand this process better. The present research revealed three phases for conducting the SD implementation process and identified a number of factors inside each phase. Moreover, the paper proposed several future research avenues and implications for both researchers and managers.
{"title":"The Black Box of Implementing Strategic Decisions","authors":"N. Al-Kubaisi","doi":"10.4018/ijcrmm.323200","DOIUrl":"https://doi.org/10.4018/ijcrmm.323200","url":null,"abstract":"In trying to strike the necessary balance between the two main processes of strategic decision (i.e., between making and implementing decisions), many researchers have moved their focus toward strategic implementation, which has become a growing trend in the strategic decision literature. Nonetheless, the strategic decision implementation process remains a mysterious black box, and researchers are still looking for an answer to the challenging question of “What are the core activities in implementing strategic decisions?” Therefore, the purpose of this paper is to plug this gap in the literature by conducting an extensive review of the literature on strategic decision implementation to understand this process better. The present research revealed three phases for conducting the SD implementation process and identified a number of factors inside each phase. Moreover, the paper proposed several future research avenues and implications for both researchers and managers.","PeriodicalId":37127,"journal":{"name":"International Journal of Customer Relationship Marketing and Management","volume":" ","pages":""},"PeriodicalIF":0.0,"publicationDate":"2023-05-12","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"42786659","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}
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