Pub Date : 2020-10-01DOI: 10.4018/IJCRMM.2020100105
S. Ali, M. Yassin, Rania AbuRaya
This study investigates the impact of firm characteristics on the financial performance of companies listed on the Egyptian stock market. Regression model was performed to regress six firm characteristics variables, namely firm size, foreign listing, age, leverage, liquidity, and assets tangibility. The study controlled for five more variables related to corporate governance including board size, board independence, CEO role duality, audit committee, and the quality of external auditor to avert their effect on financial performance. The study used both accounting measures such as return on assets (ROA) and return on equity (ROE) and market-based Tobin's Q Ratio for measuring financial performance. The findings generally indicate that firm characteristics have an impact on both accounting financial performance as measured by ROA or ROE and market-based financial performance as measured by Tobin's Q, with little difference in the level of such impact. These findings revealed that firm characteristics affect corporate financial performance as evaluated by the company or the market.
{"title":"The Impact of Firm Characteristics on Corporate Financial Performance in Emerging Markets","authors":"S. Ali, M. Yassin, Rania AbuRaya","doi":"10.4018/IJCRMM.2020100105","DOIUrl":"https://doi.org/10.4018/IJCRMM.2020100105","url":null,"abstract":"This study investigates the impact of firm characteristics on the financial performance of companies listed on the Egyptian stock market. Regression model was performed to regress six firm characteristics variables, namely firm size, foreign listing, age, leverage, liquidity, and assets tangibility. The study controlled for five more variables related to corporate governance including board size, board independence, CEO role duality, audit committee, and the quality of external auditor to avert their effect on financial performance. The study used both accounting measures such as return on assets (ROA) and return on equity (ROE) and market-based Tobin's Q Ratio for measuring financial performance. The findings generally indicate that firm characteristics have an impact on both accounting financial performance as measured by ROA or ROE and market-based financial performance as measured by Tobin's Q, with little difference in the level of such impact. These findings revealed that firm characteristics affect corporate financial performance as evaluated by the company or the market.","PeriodicalId":37127,"journal":{"name":"International Journal of Customer Relationship Marketing and Management","volume":"11 1","pages":"70-89"},"PeriodicalIF":0.0,"publicationDate":"2020-10-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.4018/IJCRMM.2020100105","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"44216830","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 : 2020-10-01DOI: 10.4018/IJCRMM.2020100102
E. Darwish
Governmental and nonprofit agencies have been increasingly reconsidering the roles of social media communicators for strategic communication to ensure they accurately perceive their roles. A questionnaire and interviews were conducted with various social media communicators in the UAE to identify the practitioners' perceptions of using social media in government communication and the influencing factors on their roles. A set of roles was created based on the literature and theory to explore the social media communicators' roles. The statistical methods include descriptive statistics, factor analysis, correlations, and T-test. This study demonstrates that four factors describe the various roles of SMCs in the UAE as follows: (1) government advocates, (2) information and image disseminators, (3) research and services providers, and (4) online community builders. To some extent, these roles overlap with previous roles identified.
{"title":"Perceptions of the UAE's Government Communicators Regarding Social Media Roles","authors":"E. Darwish","doi":"10.4018/IJCRMM.2020100102","DOIUrl":"https://doi.org/10.4018/IJCRMM.2020100102","url":null,"abstract":"Governmental and nonprofit agencies have been increasingly reconsidering the roles of social media communicators for strategic communication to ensure they accurately perceive their roles. A questionnaire and interviews were conducted with various social media communicators in the UAE to identify the practitioners' perceptions of using social media in government communication and the influencing factors on their roles. A set of roles was created based on the literature and theory to explore the social media communicators' roles. The statistical methods include descriptive statistics, factor analysis, correlations, and T-test. This study demonstrates that four factors describe the various roles of SMCs in the UAE as follows: (1) government advocates, (2) information and image disseminators, (3) research and services providers, and (4) online community builders. To some extent, these roles overlap with previous roles identified.","PeriodicalId":37127,"journal":{"name":"International Journal of Customer Relationship Marketing and Management","volume":"11 1","pages":"20-35"},"PeriodicalIF":0.0,"publicationDate":"2020-10-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"42563094","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 : 2020-10-01DOI: 10.4018/IJCRMM.2020100104
N. Easa, A. Bazzi
This paper aims to review the literature over the past 10 years related to employer branding by shedding light on its role of enhancing employer attractiveness, employee engagement, and retention. The paper offers a better understanding for the literature gap related to the employer branding field. A systematic review of 33 articles published between 2010 and 2019 was conducted in which the reviewed papers were classified depending on electronic databases, namely Emerald, Science Direct, and Business Source Complete. The research findings were analyzed based on two classifications: descriptive and main topic analysis. The majority of the reviewed articles were empirical studies published during the year 2018, revealing the importance of employer branding by creating employer attractiveness, employee engagement, and employee retention, in addition to focusing on employee retention as a main tool for achieving a competitive advantage.
{"title":"The Influence of Employer Branding on Employer Attractiveness and Employee Engagement and Retention","authors":"N. Easa, A. Bazzi","doi":"10.4018/IJCRMM.2020100104","DOIUrl":"https://doi.org/10.4018/IJCRMM.2020100104","url":null,"abstract":"This paper aims to review the literature over the past 10 years related to employer branding by shedding light on its role of enhancing employer attractiveness, employee engagement, and retention. The paper offers a better understanding for the literature gap related to the employer branding field. A systematic review of 33 articles published between 2010 and 2019 was conducted in which the reviewed papers were classified depending on electronic databases, namely Emerald, Science Direct, and Business Source Complete. The research findings were analyzed based on two classifications: descriptive and main topic analysis. The majority of the reviewed articles were empirical studies published during the year 2018, revealing the importance of employer branding by creating employer attractiveness, employee engagement, and employee retention, in addition to focusing on employee retention as a main tool for achieving a competitive advantage.","PeriodicalId":37127,"journal":{"name":"International Journal of Customer Relationship Marketing and Management","volume":"11 1","pages":"48-69"},"PeriodicalIF":0.0,"publicationDate":"2020-10-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.4018/IJCRMM.2020100104","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"42934201","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 : 2020-10-01DOI: 10.4018/IJCRMM.2020100103
Bilal Ahmad Ali Al-khateeb, Mohammad Abdel-Hammed Ali Al-Hussein
The main purpose of this study is to examine the mediating role of situational characteristics on the relationship between communication strategies and information choice strategy of the Arab tourists in Malaysia. The study adopted a cross-sectional design with a quantitative survey approach. Overall, the study finds that situational characteristics significantly mediate the influence of information source on the information choice strategy of the Arab tourists but not on the relationship between information source and information choice. The study therefore concludes among others that situational characteristic can only explain the influence of information channels on the information choice strategy but not on the influence of information source on the information choice strategy.
{"title":"Communication Strategies and Information Choice Strategy of the Arab Tourists","authors":"Bilal Ahmad Ali Al-khateeb, Mohammad Abdel-Hammed Ali Al-Hussein","doi":"10.4018/IJCRMM.2020100103","DOIUrl":"https://doi.org/10.4018/IJCRMM.2020100103","url":null,"abstract":"The main purpose of this study is to examine the mediating role of situational characteristics on the relationship between communication strategies and information choice strategy of the Arab tourists in Malaysia. The study adopted a cross-sectional design with a quantitative survey approach. Overall, the study finds that situational characteristics significantly mediate the influence of information source on the information choice strategy of the Arab tourists but not on the relationship between information source and information choice. The study therefore concludes among others that situational characteristic can only explain the influence of information channels on the information choice strategy but not on the influence of information source on the information choice strategy.","PeriodicalId":37127,"journal":{"name":"International Journal of Customer Relationship Marketing and Management","volume":"11 1","pages":"36-47"},"PeriodicalIF":0.0,"publicationDate":"2020-10-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"48828709","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 : 2020-10-01DOI: 10.4018/IJCRMM.2020100101
E. Mohamed
Given the intensive rivalry in the service industry, customer engagement has become a vital concern for the banking sector. This study investigates to what extent do customer participation (CP) impacts customer engagement through the mediating role of employee's innovative behavior. The authors put forward and test a theoretical framework of direct and indirect effects of CP on customer engagement via employee innovative behavior (EIB). Hypothetically, CP coupled with EIB is likely to influence customer engagement (CE). Empirical results based on a sample of 336 customers in Egyptian banks proved that customer engagement composed of three main dimensions: affective, cognitive, and behavioral. In addition, the findings support the hypotheses. Results also indicate that CP provides a basis for EIB and CE. Thus, the authors conjecture that CP and EIB improve customer engagement. Accordingly, they encourage Egyptian banks to cultivate their CP for harnessing their EIB in order to boost CE in the long run.
{"title":"The Role of Employee's Innovative Behavior in Strengthening the Impact of Customer Participation on Customer Engagement","authors":"E. Mohamed","doi":"10.4018/IJCRMM.2020100101","DOIUrl":"https://doi.org/10.4018/IJCRMM.2020100101","url":null,"abstract":"Given the intensive rivalry in the service industry, customer engagement has become a vital concern for the banking sector. This study investigates to what extent do customer participation (CP) impacts customer engagement through the mediating role of employee's innovative behavior. The authors put forward and test a theoretical framework of direct and indirect effects of CP on customer engagement via employee innovative behavior (EIB). Hypothetically, CP coupled with EIB is likely to influence customer engagement (CE). Empirical results based on a sample of 336 customers in Egyptian banks proved that customer engagement composed of three main dimensions: affective, cognitive, and behavioral. In addition, the findings support the hypotheses. Results also indicate that CP provides a basis for EIB and CE. Thus, the authors conjecture that CP and EIB improve customer engagement. Accordingly, they encourage Egyptian banks to cultivate their CP for harnessing their EIB in order to boost CE in the long run.","PeriodicalId":37127,"journal":{"name":"International Journal of Customer Relationship Marketing and Management","volume":"11 1","pages":"1-19"},"PeriodicalIF":0.0,"publicationDate":"2020-10-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47186083","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 : 2020-07-01DOI: 10.4018/ijcrmm.2020070102
Tahniyath Fatima
Perceived reality plays a more prominent role in shaping one's attitudes and behaviors than the actual reality itself. Research on perceived corporate social responsibility (PCSR) has gained interest and this research study examines the specific relationship of PCSR with a discretionary behavioral construct, organizational citizenship behavior (OCB). Building upon social theories such as the social identity theory, social exchange theory, social learning theory, and social attribution theory, a conceptual framework is proposed that identifies the impact of internal and external moderators on the PCSR-OCB relationship. Through proposing the impact of external moderators, the researcher aims to bring in objectivity when assessing PCSR, a subjective construct. Further contributions to research and practitioners are highlighted and future avenues for research are discussed.
{"title":"Impact of Employees' Perceived Corporate Social Responsibility on Organizational Citizenship Behavior","authors":"Tahniyath Fatima","doi":"10.4018/ijcrmm.2020070102","DOIUrl":"https://doi.org/10.4018/ijcrmm.2020070102","url":null,"abstract":"Perceived reality plays a more prominent role in shaping one's attitudes and behaviors than the actual reality itself. Research on perceived corporate social responsibility (PCSR) has gained interest and this research study examines the specific relationship of PCSR with a discretionary behavioral construct, organizational citizenship behavior (OCB). Building upon social theories such as the social identity theory, social exchange theory, social learning theory, and social attribution theory, a conceptual framework is proposed that identifies the impact of internal and external moderators on the PCSR-OCB relationship. Through proposing the impact of external moderators, the researcher aims to bring in objectivity when assessing PCSR, a subjective construct. Further contributions to research and practitioners are highlighted and future avenues for research are discussed.","PeriodicalId":37127,"journal":{"name":"International Journal of Customer Relationship Marketing and Management","volume":" 70","pages":"25-38"},"PeriodicalIF":0.0,"publicationDate":"2020-07-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.4018/ijcrmm.2020070102","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"41252162","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 : 2020-07-01DOI: 10.4018/ijcrmm.2020070101
Hassan Alboqami
The main aim of this study is to develop a model that links guests' characteristics, hotel characteristics, website infrastructure, interactions, perceived website trust, and the guest intentions to book hotels online. The present study adopted a positivist research philosophy with a quantitative method to assess the suggested model and the model was tested using structural equation modelling (SEM). The results show that perceived ease of use, service quality and reputation are the most influential determinants of perceived website trust for Egyptian consumers. While at the same time, perceived usefulness, service quality, and satisfaction are the most influential determinants of perceived website trust for the UK consumers. Furthermore, the findings of group comparison analysis assert that the strength of perceived usefulness of the UK customers is significantly stronger than that of Egyptian customers. Moreover, perceived website trust has a stronger influence on guests' intention to book hotel online for the UK sample than for the Egyptian sample.
{"title":"Understanding the Drivers and Consequences of Trust Toward Hotel Websites Under Different Cultural Contexts","authors":"Hassan Alboqami","doi":"10.4018/ijcrmm.2020070101","DOIUrl":"https://doi.org/10.4018/ijcrmm.2020070101","url":null,"abstract":"The main aim of this study is to develop a model that links guests' characteristics, hotel characteristics, website infrastructure, interactions, perceived website trust, and the guest intentions to book hotels online. The present study adopted a positivist research philosophy with a quantitative method to assess the suggested model and the model was tested using structural equation modelling (SEM). The results show that perceived ease of use, service quality and reputation are the most influential determinants of perceived website trust for Egyptian consumers. While at the same time, perceived usefulness, service quality, and satisfaction are the most influential determinants of perceived website trust for the UK consumers. Furthermore, the findings of group comparison analysis assert that the strength of perceived usefulness of the UK customers is significantly stronger than that of Egyptian customers. Moreover, perceived website trust has a stronger influence on guests' intention to book hotel online for the UK sample than for the Egyptian sample.","PeriodicalId":37127,"journal":{"name":"International Journal of Customer Relationship Marketing and Management","volume":"11 1","pages":"1-24"},"PeriodicalIF":0.0,"publicationDate":"2020-07-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.4018/ijcrmm.2020070101","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"44853888","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 : 2020-07-01DOI: 10.4018/ijcrmm.2020070103
Sattam Saud Alrowais, W. Chapple, M. Abdelwahab, Sameh Aboul-Dahab
Corporate social responsibility (CSR) plays an important role in hospitality industry due to its effects on tourist loyalty. This article seeks to develop and empirically test a comprehensive framework to examine the indirect influence of CSR dimensions on tourist loyalty through the mediation of satisfaction and trust as well as the moderating effects of religiosity. Using SEM to analyse the data collected from a sample of 2600 tourists, the results indicate that CSR has indirect influence on tourist loyalty through tourist satisfaction and trust. This study confirms that satisfaction and trust partially or fully mediate the effect of the four CSR dimensions on tourist loyalty. This outcome indicates that CSR create tourist trust and satisfaction, which in turn, builds tourist loyalty. Furthermore, religiosity plays an important role in understanding tourist loyalty and behaviour toward rural hospitality enterprises. The findings offer important implications for tourism and hospitality companies and are likely to stimulate further research in the area of rural hospitality.
{"title":"The Effects of CSR on Tourist Loyalty Toward Rural Hospitality Enterprises and the Moderating Effects of Religiosity","authors":"Sattam Saud Alrowais, W. Chapple, M. Abdelwahab, Sameh Aboul-Dahab","doi":"10.4018/ijcrmm.2020070103","DOIUrl":"https://doi.org/10.4018/ijcrmm.2020070103","url":null,"abstract":"Corporate social responsibility (CSR) plays an important role in hospitality industry due to its effects on tourist loyalty. This article seeks to develop and empirically test a comprehensive framework to examine the indirect influence of CSR dimensions on tourist loyalty through the mediation of satisfaction and trust as well as the moderating effects of religiosity. Using SEM to analyse the data collected from a sample of 2600 tourists, the results indicate that CSR has indirect influence on tourist loyalty through tourist satisfaction and trust. This study confirms that satisfaction and trust partially or fully mediate the effect of the four CSR dimensions on tourist loyalty. This outcome indicates that CSR create tourist trust and satisfaction, which in turn, builds tourist loyalty. Furthermore, religiosity plays an important role in understanding tourist loyalty and behaviour toward rural hospitality enterprises. The findings offer important implications for tourism and hospitality companies and are likely to stimulate further research in the area of rural hospitality.","PeriodicalId":37127,"journal":{"name":"International Journal of Customer Relationship Marketing and Management","volume":"11 1","pages":"39-59"},"PeriodicalIF":0.0,"publicationDate":"2020-07-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.4018/ijcrmm.2020070103","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"43757497","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 : 2020-07-01DOI: 10.4018/ijcrmm.2020070105
H. Hasan, H. Al-dmour, R. Al-Dmour
This article examines how the electronic word of mouth (eWOM) influences customer e-loyalty in the context of online banking and the role of e-satisfaction as a mediator factor. For these purposes, research hypotheses based on the content analysis of the previous studies were developed and tested using 352 mobile customers banking services in Jordan. Using multiple regression analysis, the empirical results suggested that e-WOM has a positive and significant on e-loyalty. Also, e-satisfaction is partially mediating the relationship between e-WOM and e-loyalty. These findings represent a valuable contribution to the bank's eWOM, and customer e-loyalty and e-satisfaction literature through providing its management with a clear guidance concerning how to efficiently utilize their eWOM and customer e-satisfaction in order to enhance their customer's e-loyalty
{"title":"The Effect of eWOM on E-Loyalty","authors":"H. Hasan, H. Al-dmour, R. Al-Dmour","doi":"10.4018/ijcrmm.2020070105","DOIUrl":"https://doi.org/10.4018/ijcrmm.2020070105","url":null,"abstract":"This article examines how the electronic word of mouth (eWOM) influences customer e-loyalty in the context of online banking and the role of e-satisfaction as a mediator factor. For these purposes, research hypotheses based on the content analysis of the previous studies were developed and tested using 352 mobile customers banking services in Jordan. Using multiple regression analysis, the empirical results suggested that e-WOM has a positive and significant on e-loyalty. Also, e-satisfaction is partially mediating the relationship between e-WOM and e-loyalty. These findings represent a valuable contribution to the bank's eWOM, and customer e-loyalty and e-satisfaction literature through providing its management with a clear guidance concerning how to efficiently utilize their eWOM and customer e-satisfaction in order to enhance their customer's e-loyalty","PeriodicalId":37127,"journal":{"name":"International Journal of Customer Relationship Marketing and Management","volume":"11 1","pages":"82-100"},"PeriodicalIF":0.0,"publicationDate":"2020-07-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.4018/ijcrmm.2020070105","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"44003476","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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