Pub Date : 2021-07-01DOI: 10.4018/IJCRMM.2021070102
Syed Moudud-Ul-Huq, Runa Akter, Md. Shahed Mahmud, Noman Hasan
The aim of this study is to evaluate by using the more recent and popular marketing strategy or concept that is customer relationship management's impact on tourist satisfaction, loyalty, and retention of a specific, attractive, and amazing tourism destination: Saint Martin island. By reviewing the literature, the authors develop a proposed model and for testing this model based on data collected from 328 respondents using online media. They use PLS-SEM SmartPLS3.2.1 software. The outcome of the analysis reveals that customer relationship management (CRM) has a significant positive impact on tourist satisfaction and loyalty but failed to show a relationship with tourist retention. On the other hand, tourist satisfaction has a positive relationship with loyalty and retention whereas loyalty has a significant impact on retaining tourists.
{"title":"Impact of Customer Relationship Management on Tourist Satisfaction, Loyalty, and Retention","authors":"Syed Moudud-Ul-Huq, Runa Akter, Md. Shahed Mahmud, Noman Hasan","doi":"10.4018/IJCRMM.2021070102","DOIUrl":"https://doi.org/10.4018/IJCRMM.2021070102","url":null,"abstract":"The aim of this study is to evaluate by using the more recent and popular marketing strategy or concept that is customer relationship management's impact on tourist satisfaction, loyalty, and retention of a specific, attractive, and amazing tourism destination: Saint Martin island. By reviewing the literature, the authors develop a proposed model and for testing this model based on data collected from 328 respondents using online media. They use PLS-SEM SmartPLS3.2.1 software. The outcome of the analysis reveals that customer relationship management (CRM) has a significant positive impact on tourist satisfaction and loyalty but failed to show a relationship with tourist retention. On the other hand, tourist satisfaction has a positive relationship with loyalty and retention whereas loyalty has a significant impact on retaining tourists.","PeriodicalId":37127,"journal":{"name":"International Journal of Customer Relationship Marketing and Management","volume":" ","pages":""},"PeriodicalIF":0.0,"publicationDate":"2021-07-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"48687394","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 : 2021-07-01DOI: 10.4018/IJCRMM.2021070103
Mohammed Alarefi
Online information privacy has become a developing social worry that may hinder individuals' social site associations. The motivation behind this investigation is to dissect the effect of an err toward privacy and the social presence of a website on a person's privacy concerns about the website. Data were collected from 650 respondents in Saudi Arabia. The findings indicate a significance influence of informativness, social presence, utility of website, perceived severity, and self-efficacy on website-specific privacy concerns. Furthermore, privacy concerns have a significant influence on behavioural intentions. This study also extends the information privacy literature through the analysis of the drivers and outcomes of online privacy concerns in the social network context.
{"title":"Antecedents and Outcomes of Information Privacy Concerns in the Saudi Arabia Social Networking Context","authors":"Mohammed Alarefi","doi":"10.4018/IJCRMM.2021070103","DOIUrl":"https://doi.org/10.4018/IJCRMM.2021070103","url":null,"abstract":"Online information privacy has become a developing social worry that may hinder individuals' social site associations. The motivation behind this investigation is to dissect the effect of an err toward privacy and the social presence of a website on a person's privacy concerns about the website. Data were collected from 650 respondents in Saudi Arabia. The findings indicate a significance influence of informativness, social presence, utility of website, perceived severity, and self-efficacy on website-specific privacy concerns. Furthermore, privacy concerns have a significant influence on behavioural intentions. This study also extends the information privacy literature through the analysis of the drivers and outcomes of online privacy concerns in the social network context.","PeriodicalId":37127,"journal":{"name":"International Journal of Customer Relationship Marketing and Management","volume":" ","pages":""},"PeriodicalIF":0.0,"publicationDate":"2021-07-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"44875454","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 : 2021-04-01DOI: 10.4018/IJCRMM.2021040104
E. Mohamed
Given the intensive competition in the hospitality industry, customer experience has become a vital concern for the hotel sector. This study examines to what extent customer experience (CE) impacts corporate reputation (CR) through the mediating role of relationship quality (RQ). The authors put forward and test a theoretical framework of direct effects of CE on CR and for RQ on CR. Moreover, the research model examined the indirect effects of CE on CR via RQ. Hypothetically, CE together with RQ is likely to influence CR. Empirical results based on a sample of 377 guests from hotels in Makkah city in KSA demonstrated that CE has a positive direct impact on RQ and positive indirect effect on CR which support the hypotheses. Results also indicate that CE provides a foundation for RQ and CR. Thus, they conjecture that CE and RQ enhance CR. Accordingly, they encourage KSA hotel sector to cultivate their CE for harnessing their RQ in order to boost CR in the long run.
{"title":"The Impact of Customer Experience and Relationship Quality on Corporate Reputation in the Hotel Sector","authors":"E. Mohamed","doi":"10.4018/IJCRMM.2021040104","DOIUrl":"https://doi.org/10.4018/IJCRMM.2021040104","url":null,"abstract":"Given the intensive competition in the hospitality industry, customer experience has become a vital concern for the hotel sector. This study examines to what extent customer experience (CE) impacts corporate reputation (CR) through the mediating role of relationship quality (RQ). The authors put forward and test a theoretical framework of direct effects of CE on CR and for RQ on CR. Moreover, the research model examined the indirect effects of CE on CR via RQ. Hypothetically, CE together with RQ is likely to influence CR. Empirical results based on a sample of 377 guests from hotels in Makkah city in KSA demonstrated that CE has a positive direct impact on RQ and positive indirect effect on CR which support the hypotheses. Results also indicate that CE provides a foundation for RQ and CR. Thus, they conjecture that CE and RQ enhance CR. Accordingly, they encourage KSA hotel sector to cultivate their CE for harnessing their RQ in order to boost CR in the long run.","PeriodicalId":37127,"journal":{"name":"International Journal of Customer Relationship Marketing and Management","volume":"12 1","pages":"53-79"},"PeriodicalIF":0.0,"publicationDate":"2021-04-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"43349445","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 : 2021-04-01DOI: 10.4018/IJCRMM.2021040105
A. Al-Dmour, H. Al-dmour, Rewan Brghuthi, R. Al-Dmour
This study aimed to identify the main factors influencing the adoption of electronic payment system (EPS)by Jordanian consumers based on the technology acceptance model (TAM). A quantitative approach and a convenience sample of 487 Jordanian banking customers were employed to collect the required data via a survey questionnaire. The study findings indicated that all the proposed factors (perceived usefulness, ease of use, security, self-efficacy, and trust) have a statistically significant positive relationship with the electronic payment adoption intention with explanation power 49% (R Square=0.49). The perceived usefulness and ease of use were found the most important factors that highly associated with the adoption of e-payment, respectively. Furthermore, education level as an individual demographic variable was the only one who has a significant relationship with the intention of the adoption of e-payment service while age and gender were found insignificant.
{"title":"Factors Influencing Consumer Intentions to Adopt E-Payment Systems","authors":"A. Al-Dmour, H. Al-dmour, Rewan Brghuthi, R. Al-Dmour","doi":"10.4018/IJCRMM.2021040105","DOIUrl":"https://doi.org/10.4018/IJCRMM.2021040105","url":null,"abstract":"This study aimed to identify the main factors influencing the adoption of electronic payment system (EPS)by Jordanian consumers based on the technology acceptance model (TAM). A quantitative approach and a convenience sample of 487 Jordanian banking customers were employed to collect the required data via a survey questionnaire. The study findings indicated that all the proposed factors (perceived usefulness, ease of use, security, self-efficacy, and trust) have a statistically significant positive relationship with the electronic payment adoption intention with explanation power 49% (R Square=0.49). The perceived usefulness and ease of use were found the most important factors that highly associated with the adoption of e-payment, respectively. Furthermore, education level as an individual demographic variable was the only one who has a significant relationship with the intention of the adoption of e-payment service while age and gender were found insignificant.","PeriodicalId":37127,"journal":{"name":"International Journal of Customer Relationship Marketing and Management","volume":"12 1","pages":"80-99"},"PeriodicalIF":0.0,"publicationDate":"2021-04-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"43946089","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 : 2021-04-01DOI: 10.4018/IJCRMM.2021040103
Majed Alsolamy
Although the effects of transformational leadership (TL) on employee satisfaction are well-researched, empirical evidence on the mechanisms that explain these effects is still scarce. Therefore, this study proposes a “moderated mediation model” to examine the effects of TL on satisfaction. Based on a sample of 615 employees, the author tested the study's hypotheses using a two-stage structural equation modeling. The results show that the mediating effects—through workload and work engagement—are confirmed by the direct effect of TL on satisfaction. Further analyses reveal that the correlation between TL and satisfaction is significantly stronger for employees with high levels of perceived organizational support (POS). The proposed model provides multiple perspectives to understand the importance of stimulating employees' work engagement without turning their engagement into a type of workload, and on how decision makers should consider a degree of POS that is suitable for easing workload levels, as well as effectively increase work engagement.
{"title":"Transformational Leadership and Employee Satisfaction","authors":"Majed Alsolamy","doi":"10.4018/IJCRMM.2021040103","DOIUrl":"https://doi.org/10.4018/IJCRMM.2021040103","url":null,"abstract":"Although the effects of transformational leadership (TL) on employee satisfaction are well-researched, empirical evidence on the mechanisms that explain these effects is still scarce. Therefore, this study proposes a “moderated mediation model” to examine the effects of TL on satisfaction. Based on a sample of 615 employees, the author tested the study's hypotheses using a two-stage structural equation modeling. The results show that the mediating effects—through workload and work engagement—are confirmed by the direct effect of TL on satisfaction. Further analyses reveal that the correlation between TL and satisfaction is significantly stronger for employees with high levels of perceived organizational support (POS). The proposed model provides multiple perspectives to understand the importance of stimulating employees' work engagement without turning their engagement into a type of workload, and on how decision makers should consider a degree of POS that is suitable for easing workload levels, as well as effectively increase work engagement.","PeriodicalId":37127,"journal":{"name":"International Journal of Customer Relationship Marketing and Management","volume":"12 1","pages":"36-52"},"PeriodicalIF":0.0,"publicationDate":"2021-04-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"43723860","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 : 2021-04-01DOI: 10.4018/IJCRMM.2021040101
Eun Mi Lee, Sungjoon Yoon
This study aims to find out whether a company's cultural sponsorship activities contribute to improving the consumers' attitude toward the company's product ads. To do so, the researchers adopted three intermediate factors such as corporate image, self-brand congruity, and self-monitoring. This study found that consumer attitude toward cultural sponsorship significantly affects corporate image. Self-brand congruity significantly mediates between attitude toward cultural sponsorship and the company's product ad attitude measured for two types of ads: image-based ad and product-based ad. This study also found that self-monitoring with cultural sponsorship activities significantly moderate between self-brand congruity and ad attitude. The finding that not only the corporate image but the attitude toward cultural sponsorship contributed to a positive ad attitude through brand congruity sheds significant strategic insights for brand management.
{"title":"Does Cultural Brand Sponsorship Pay Off?","authors":"Eun Mi Lee, Sungjoon Yoon","doi":"10.4018/IJCRMM.2021040101","DOIUrl":"https://doi.org/10.4018/IJCRMM.2021040101","url":null,"abstract":"This study aims to find out whether a company's cultural sponsorship activities contribute to improving the consumers' attitude toward the company's product ads. To do so, the researchers adopted three intermediate factors such as corporate image, self-brand congruity, and self-monitoring. This study found that consumer attitude toward cultural sponsorship significantly affects corporate image. Self-brand congruity significantly mediates between attitude toward cultural sponsorship and the company's product ad attitude measured for two types of ads: image-based ad and product-based ad. This study also found that self-monitoring with cultural sponsorship activities significantly moderate between self-brand congruity and ad attitude. The finding that not only the corporate image but the attitude toward cultural sponsorship contributed to a positive ad attitude through brand congruity sheds significant strategic insights for brand management.","PeriodicalId":37127,"journal":{"name":"International Journal of Customer Relationship Marketing and Management","volume":"12 1","pages":"1-16"},"PeriodicalIF":0.0,"publicationDate":"2021-04-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"44036300","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 : 2021-04-01DOI: 10.4018/IJCRMM.2021040102
S. Boateng
Generation Z (Gen-Z) consumers have been averred to rely on electronic word of mouth (eWOM) for making purchase decisions and expect integrity in brand communication. A significant question bearing both theoretical and practical implications, however, is how the tendency of these consumers to associate brand image with brand integrity influences the impact of eWOM on their purchase intentions, which remains unanswered. Also, studies focusing on a specific gender of Gen-Z consumers are limited. Using the signaling theory and a survey, the study suggests that eWOM signals play a significant role in influencing purchase intentions among female Gen-Z consumers, as well as their perceptions of the brand image and the brand integrity of makeup brands. For female Gen-Z consumers, eWOM signals that enhance the perceptions of brand integrity and brand image tend to equally matter in their makeup purchase decision making. These findings have implications for an industry that is marked by increasing demand for transparency and responsible marketing communication.
{"title":"Electronic Word of Mouth (eWOM) and Makeup Purchase Intention Among Gen-Z Females","authors":"S. Boateng","doi":"10.4018/IJCRMM.2021040102","DOIUrl":"https://doi.org/10.4018/IJCRMM.2021040102","url":null,"abstract":"Generation Z (Gen-Z) consumers have been averred to rely on electronic word of mouth (eWOM) for making purchase decisions and expect integrity in brand communication. A significant question bearing both theoretical and practical implications, however, is how the tendency of these consumers to associate brand image with brand integrity influences the impact of eWOM on their purchase intentions, which remains unanswered. Also, studies focusing on a specific gender of Gen-Z consumers are limited. Using the signaling theory and a survey, the study suggests that eWOM signals play a significant role in influencing purchase intentions among female Gen-Z consumers, as well as their perceptions of the brand image and the brand integrity of makeup brands. For female Gen-Z consumers, eWOM signals that enhance the perceptions of brand integrity and brand image tend to equally matter in their makeup purchase decision making. These findings have implications for an industry that is marked by increasing demand for transparency and responsible marketing communication.","PeriodicalId":37127,"journal":{"name":"International Journal of Customer Relationship Marketing and Management","volume":"12 1","pages":"17-35"},"PeriodicalIF":0.0,"publicationDate":"2021-04-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"44017555","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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