Kittipong Napontun, K. Lertwachara, Teppasit Gulthawatvichai, Thanavutd Chutiphongdech, R. Wattanawaraporn, Damisa Chuenpreecha, Prarawan Senachai
This research study explores the influence of Marketing Mix components on spectator interest and engagement in sports events, with a focus on the traditional rugby football rivalry between Chulalongkorn University and Thammasat University, known as “Rugby Football,” in Thailand. Drawing on the 7Ps marketing mix theory, the study utilizes a composite-based approach to identify key factors within each element that contribute to spectator interest and subsequent engagement. The findings reveal that “Product,” “People,” and “Physical Evidence” significantly influence spectator interest in tracking sports competition results and promoting their involvement. Practical implications emphasize the importance of service quality, staff adequacy, appropriate event timing, engaging halftime shows, and stadium decoration, to enhance spectator interest. Theoretical implications highlight the role of the Marketing Mix elements as stimuli to attract individuals without prior interest in sports. Overall, this research provides valuable insights for sports competition managers to develop targeted strategies that foster increased interest and engagement among spectators, enriching the sports event experience and industry growth.
{"title":"Captivating Spectators: Exploring the Influence of Marketing Mix Elements on Sports Event Engagement","authors":"Kittipong Napontun, K. Lertwachara, Teppasit Gulthawatvichai, Thanavutd Chutiphongdech, R. Wattanawaraporn, Damisa Chuenpreecha, Prarawan Senachai","doi":"10.59865/abacj.2023.43","DOIUrl":"https://doi.org/10.59865/abacj.2023.43","url":null,"abstract":"This research study explores the influence of Marketing Mix components on spectator interest and engagement in sports events, with a focus on the traditional rugby football rivalry between Chulalongkorn University and Thammasat University, known as “Rugby Football,” in Thailand. Drawing on the 7Ps marketing mix theory, the study utilizes a composite-based approach to identify key factors within each element that contribute to spectator interest and subsequent engagement. The findings reveal that “Product,” “People,” and “Physical Evidence” significantly influence spectator interest in tracking sports competition results and promoting their involvement. Practical implications emphasize the importance of service quality, staff adequacy, appropriate event timing, engaging halftime shows, and stadium decoration, to enhance spectator interest. Theoretical implications highlight the role of the Marketing Mix elements as stimuli to attract individuals without prior interest in sports. Overall, this research provides valuable insights for sports competition managers to develop targeted strategies that foster increased interest and engagement among spectators, enriching the sports event experience and industry growth.","PeriodicalId":52152,"journal":{"name":"ABAC Journal","volume":" ","pages":""},"PeriodicalIF":0.0,"publicationDate":"2023-07-31","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"42031445","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}
Shalendra Kumar, Suman Narayan, K. Sharma, Rajini Kaur, Rajit Sen
Recently, the Covid 19 posed enormous challenges compelling organizations to adapt to unforeseen events as a result of direct immediate threats thereby pushing human resource practitioners to reshape their existing human resources practice. To the researchers’ knowledge, no study has so far investigated the relationship between employee learning agility (ELA) and high-performance human resources practice (HPHRP) particularly, the mediating effect of person-organization fit (P-O fit) to reshape the human resource practice through transition adaptive theory. A self-completed survey from public sector employees in the Fiji Islands yielded a sample of data with 351 participants. The proposed model was analyzed through structural equation modeling (SEM), showing a model fit for the research. The findings show that ELA significantly enhances HPHRP. This suggests that learning opportunity provides an opportunity to adopt, modify and recombine the current knowledge with new knowledge in creating new knowledge stock. The diffusion of such knowledge can assist significantly in improving human resource practice. Moreover, the mediating effect of P-O fit shows the congruence between ELA and organization, further suggesting that employees perform best in an environment that supports their salient needs and recognizes their knowledge, abilities, and skills in reshaping human resources practice. As such, this becomes our significant contribution to the extant literature on human resource management. Finally, the current research offers theoretical and practical implications, limitations, and further research directions.
{"title":"Creating Sustainable High-Performance Human Resource Practice through Employees Learning Agility. The Transition Adaptive Approach","authors":"Shalendra Kumar, Suman Narayan, K. Sharma, Rajini Kaur, Rajit Sen","doi":"10.59865/abacj.2023.40","DOIUrl":"https://doi.org/10.59865/abacj.2023.40","url":null,"abstract":"Recently, the Covid 19 posed enormous challenges compelling organizations to adapt to unforeseen events as a result of direct immediate threats thereby pushing human resource practitioners to reshape their existing human resources practice. To the researchers’ knowledge, no study has so far investigated the relationship between employee learning agility (ELA) and high-performance human resources practice (HPHRP) particularly, the mediating effect of person-organization fit (P-O fit) to reshape the human resource practice through transition adaptive theory. A self-completed survey from public sector employees in the Fiji Islands yielded a sample of data with 351 participants. The proposed model was analyzed through structural equation modeling (SEM), showing a model fit for the research. The findings show that ELA significantly enhances HPHRP. This suggests that learning opportunity provides an opportunity to adopt, modify and recombine the current knowledge with new knowledge in creating new knowledge stock. The diffusion of such knowledge can assist significantly in improving human resource practice. Moreover, the mediating effect of P-O fit shows the congruence between ELA and organization, further suggesting that employees perform best in an environment that supports their salient needs and recognizes their knowledge, abilities, and skills in reshaping human resources practice. As such, this becomes our significant contribution to the extant literature on human resource management. Finally, the current research offers theoretical and practical implications, limitations, and further research directions.","PeriodicalId":52152,"journal":{"name":"ABAC Journal","volume":" ","pages":""},"PeriodicalIF":0.0,"publicationDate":"2023-07-31","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"46232593","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}
Adam Grant is a renowned psychologist, best-selling author, and top-rated professor at the Wharton School, University of Pennsylvania. His books, including “Give and Take”, “Originals”, “Option B”, “Power Moves” and “Think Again” have sold millions of copies, been translated into 45 languages, and earned him the #1 spot on the New York Times bestseller list. As one of TED’s most popular speakers, with over 30 million views, Grant’s insights on work and leadership resonate with audiences worldwide. He is recognized as one of the world’s 10 most influential management thinkers and has received prestigious awards for his scientific achievements. Adam Grant continues to inspire individuals and organizations to challenge norms and drive positive change.
{"title":"Book Review- Think Again: The Power of Knowing What You Don’t Know","authors":"Ximan Zong","doi":"10.59865/abacj.2023.44","DOIUrl":"https://doi.org/10.59865/abacj.2023.44","url":null,"abstract":"Adam Grant is a renowned psychologist, best-selling author, and top-rated professor at the Wharton School, University of Pennsylvania. His books, including “Give and Take”, “Originals”, “Option B”, “Power Moves” and “Think Again” have sold millions of copies, been translated into 45 languages, and earned him the #1 spot on the New York Times bestseller list. As one of TED’s most popular speakers, with over 30 million views, Grant’s insights on work and leadership resonate with audiences worldwide. He is recognized as one of the world’s 10 most influential management thinkers and has received prestigious awards for his scientific achievements. Adam Grant continues to inspire individuals and organizations to challenge norms and drive positive change.","PeriodicalId":52152,"journal":{"name":"ABAC Journal","volume":" ","pages":""},"PeriodicalIF":0.0,"publicationDate":"2023-07-31","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"48317456","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}
Sebastian Huber, Santidhorn Pooripakdee, Claus Schreier
Small and Medium-Sized Enterprises (SMEs) typically adapt their business model opportunistically with new value propositions, adding partnerships or improving their cost structure. Business model transformation has been proven to drive SMEs innovation and success, however, the role of SME managers in facilitating such transformation remains unclear. While peer-to-peer sharing has received much attention in public debates and academic research, sharing among firms is largely neglected in both. Looking at current opportunities for SMEs in business-to-business (B2B) sharing, this research aims to identify recurring patterns of manager’s activities along a business model transformation for which a cross-case analysis with Swiss SMEs was used along several cycles of action research with semi-structured, deductively coded interviews. The research identified three phases of management action: managers focus on identifying the business opportunity, they adjust processes and technical infrastructure to enable their organization to seize the opportunity and involve the entire organization to ensure a lasting change in their business model. While the impact of B2B sharing on each SME may be considered limited, this research offers original insights how managers drive business model transformation in SMEs. It illustrates a novel process in three distinct phases while identifying dedicated managerial action for each phase.
{"title":"Understanding Managerial Action in Business Model Transformation of Small and Medium-Sized Enterprises","authors":"Sebastian Huber, Santidhorn Pooripakdee, Claus Schreier","doi":"10.59865/abacj.2023.42","DOIUrl":"https://doi.org/10.59865/abacj.2023.42","url":null,"abstract":"Small and Medium-Sized Enterprises (SMEs) typically adapt their business model opportunistically with new value propositions, adding partnerships or improving their cost structure. Business model transformation has been proven to drive SMEs innovation and success, however, the role of SME managers in facilitating such transformation remains unclear. While peer-to-peer sharing has received much attention in public debates and academic research, sharing among firms is largely neglected in both. Looking at current opportunities for SMEs in business-to-business (B2B) sharing, this research aims to identify recurring patterns of manager’s activities along a business model transformation for which a cross-case analysis with Swiss SMEs was used along several cycles of action research with semi-structured, deductively coded interviews. \u0000The research identified three phases of management action: managers focus on identifying the business opportunity, they adjust processes and technical infrastructure to enable their organization to seize the opportunity and involve the entire organization to ensure a lasting change in their business model. While the impact of B2B sharing on each SME may be considered limited, this research offers original insights how managers drive business model transformation in SMEs. It illustrates a novel process in three distinct phases while identifying dedicated managerial action for each phase.","PeriodicalId":52152,"journal":{"name":"ABAC Journal","volume":" ","pages":""},"PeriodicalIF":0.0,"publicationDate":"2023-07-31","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47902699","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}
ChatGPT is an artificial-intelligence chatbot. In addition to comprehending an image like a text prompt, it can understand complex prompts and exhibit human-level performance. It became the fastest-growing application in history, acquiring one million users within five days of release. However, despite its potential to improve productivity, job satisfaction, self-efficacy, and wages, it causes stress to individuals. This study examines the relationship between stress and ChatGPT in Thailand. Although stress is a severe health problem in the country, ChatGPT cannot be avoided as this application helps support the country’s targeted digital technology industry. The study uses a proxy for unobserved stress levels and ChatGPT concerns using Google’s search volume indexes. Based on daily samples from December 10, 2015, to May 31, 2023, regression analysis revealed that ChatGPT significantly increased stress levels. However, during the development sub-sample, the stress level decreased. Stress escalated in the early- and viral-use sub-samples, where the effect for the viral-use sub-sample was significantly higher. In the COVID-19 pandemic sub-sample, the effect was non-significant. The causality of ChatGPT in stress was confirmed by the contemporaneous-causality test.
{"title":"ChatGPT and Stress","authors":"A. Khanthavit, Sittipume Khanthavit","doi":"10.59865/abacj.2023.39","DOIUrl":"https://doi.org/10.59865/abacj.2023.39","url":null,"abstract":"ChatGPT is an artificial-intelligence chatbot. In addition to comprehending an image like a text prompt, it can understand complex prompts and exhibit human-level performance. It became the fastest-growing application in history, acquiring one million users within five days of release. However, despite its potential to improve productivity, job satisfaction, self-efficacy, and wages, it causes stress to individuals. This study examines the relationship between stress and ChatGPT in Thailand. Although stress is a severe health problem in the country, ChatGPT cannot be avoided as this application helps support the country’s targeted digital technology industry. The study uses a proxy for unobserved stress levels and ChatGPT concerns using Google’s search volume indexes. Based on daily samples from December 10, 2015, to May 31, 2023, regression analysis revealed that ChatGPT significantly increased stress levels. However, during the development sub-sample, the stress level decreased. Stress escalated in the early- and viral-use sub-samples, where the effect for the viral-use sub-sample was significantly higher. In the COVID-19 pandemic sub-sample, the effect was non-significant. The causality of ChatGPT in stress was confirmed by the contemporaneous-causality test.","PeriodicalId":52152,"journal":{"name":"ABAC Journal","volume":" ","pages":""},"PeriodicalIF":0.0,"publicationDate":"2023-07-30","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"44262533","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 study aims to examine how human resource management (HRM) practices affect talent management in Jordanian commercial banks. Information was provided by 120 administrators and staff members working for Jordanian commercial banks. The questionnaire used in this study was developed based on a comprehensive review of relevant literature and underwent validity assessments by experts in the field. To ensure data quality, clear instructions were provided, and data collection staff were available for support. Steps were also taken to address common method bias, including participant anonymity, separate data collection points, and the inclusion of control variables in the analysis. These measures contribute to enhancing the validity and reliability of the study’s findings. The findings showed that administrative innovation is positively impacted by human resource management practices, while the study also showed that there is a positive, statistically significant impact of the dimensions of HRM practices (training and development, wages and incentives, performance appraisal) on administrative innovation in Jordanian commercial banks. By giving field indications on the nature of the interaction between these two variables in the workplace, the current research contributes to the development of the literature addressing the relationship between HRM practices and administrative creativity. Lastly, this research recommends the need for officials in Jordanian commercial banks to pay attention to human resource management practices as an important factor contributing to administrative creativity, and to focus on training practices as training is a strategic option for preparing creative human cadres.
{"title":"The Role of HRM Practices on the Talent Management: Evidence from Jordanian Commercial Banks","authors":"A. Aloqaily","doi":"10.59865/abacj.2023.37","DOIUrl":"https://doi.org/10.59865/abacj.2023.37","url":null,"abstract":"This study aims to examine how human resource management (HRM) practices affect talent management in Jordanian commercial banks. Information was provided by 120 administrators and staff members working for Jordanian commercial banks. The questionnaire used in this study was developed based on a comprehensive review of relevant literature and underwent validity assessments by experts in the field. To ensure data quality, clear instructions were provided, and data collection staff were available for support. Steps were also taken to address common method bias, including participant anonymity, separate data collection points, and the inclusion of control variables in the analysis. These measures contribute to enhancing the validity and reliability of the study’s findings. The findings showed that administrative innovation is positively impacted by human resource management practices, while the study also showed that there is a positive, statistically significant impact of the dimensions of HRM practices (training and development, wages and incentives, performance appraisal) on administrative innovation in Jordanian commercial banks. By giving field indications on the nature of the interaction between these two variables in the workplace, the current research contributes to the development of the literature addressing the relationship between HRM practices and administrative creativity. Lastly, this research recommends the need for officials in Jordanian commercial banks to pay attention to human resource management practices as an important factor contributing to administrative creativity, and to focus on training practices as training is a strategic option for preparing creative human cadres.","PeriodicalId":52152,"journal":{"name":"ABAC Journal","volume":"1 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2023-07-27","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"41606112","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 research aimed to investigate the structure of the national economic networks in Japan, Thailand, and Vietnam, at different stages of stock exchange development. Daily return data from the Refinitiv database were used, along with excess returns calculated by subtracting short-term government bond yields from index returns in each country. Key influencers and those heavily impacted by the economic system, were identified by applying Granger causality analysis and the HITS algorithm to nine industry indices. The results showed that the industrial sector (INDUS) significantly influenced other sectors in Japan and Thailand and that the economic sectors most affected by other industries varied by country. These findings have implications for policymakers seeking to manage and mitigate potential economic impacts from influential industrial sectors and identify the industry groups most susceptible to potential crises. This study contributes to the existing literature on the topic, enhancing understanding of economic networks, while further research is still needed in different countries and at various stages of economic development to fully comprehend the intricacies of economic networks.
{"title":"Network Analysis of Economic Sectors: An Exploration of Structure using the HITS Algorithm.","authors":"Nantaphong Boonpong, Pongsutti Pheunsane","doi":"10.59865/abacj.2023.36","DOIUrl":"https://doi.org/10.59865/abacj.2023.36","url":null,"abstract":"This research aimed to investigate the structure of the national economic networks in Japan, Thailand, and Vietnam, at different stages of stock exchange development. Daily return data from the Refinitiv database were used, along with excess returns calculated by subtracting short-term government bond yields from index returns in each country. Key influencers and those heavily impacted by the economic system, were identified by applying Granger causality analysis and the HITS algorithm to nine industry indices. The results showed that the industrial sector (INDUS) significantly influenced other sectors in Japan and Thailand and that the economic sectors most affected by other industries varied by country. These findings have implications for policymakers seeking to manage and mitigate potential economic impacts from influential industrial sectors and identify the industry groups most susceptible to potential crises. This study contributes to the existing literature on the topic, enhancing understanding of economic networks, while further research is still needed in different countries and at various stages of economic development to fully comprehend the intricacies of economic networks.","PeriodicalId":52152,"journal":{"name":"ABAC Journal","volume":" ","pages":""},"PeriodicalIF":0.0,"publicationDate":"2023-07-25","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"44758939","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}
Chadaporn Khanngoen, K. Lertwachara, Teppasit Gulthawatvichai, Thanavutd Chutiphongdech, Voramast Limteerakul, Thitirat Panbamrungkij, R. Wattanawaraporn
Current understanding of the effect of co-creation in the context of a fitness center is limited. This study aims to examine the factors influencing customer happiness in the fitness center businesses, with customer co-creation as the mediating variable, comparing the differences between businesses and providing insights into customer co-creation and happiness within the fitness center context. The study adopts a quantitative research design, collecting data from fitness centers located in Siam Paragon, CentralWorld, and Samyan Mitrtown, Thailand. A total of 598 respondents participated in the survey, while the collected data were analyzed using GSCA Pro software version 1.1. The research findings confirm that the sharing of experiences significantly influences customer co-creation, which in turn affects customer happiness and overall customer experience. Managers and marketers should establish close relationships with customers, allowing them to actively participate in creating their own experiences within the fitness centers. This direct involvement of customers is a critical factor directly impacting customer happiness.
目前对健身中心背景下的共同创造效果的理解是有限的。本研究旨在以客户共创为中介变量，考察健身中心企业中影响客户幸福感的因素，比较企业之间的差异，并深入了解健身中心背景下的客户共创和幸福感。该研究采用了定量研究设计，收集了位于暹罗Paragon、CentralWorld和泰国Samyan Mitrtown的健身中心的数据。共有598名受访者参与了调查，同时使用GSCA Pro 1.1版软件对收集的数据进行了分析。研究结果证实，经验共享显著影响客户共创，进而影响客户幸福感和整体客户体验。经理和营销人员应该与客户建立密切的关系，让他们积极参与在健身中心创造自己的体验。客户的这种直接参与是直接影响客户幸福感的关键因素。
{"title":"Factors Influencing Customer Co-Creation and Happiness in Fitness Center Businesses","authors":"Chadaporn Khanngoen, K. Lertwachara, Teppasit Gulthawatvichai, Thanavutd Chutiphongdech, Voramast Limteerakul, Thitirat Panbamrungkij, R. Wattanawaraporn","doi":"10.59865/abacj.2023.35","DOIUrl":"https://doi.org/10.59865/abacj.2023.35","url":null,"abstract":"Current understanding of the effect of co-creation in the context of a fitness center is limited. This study aims to examine the factors influencing customer happiness in the fitness center businesses, with customer co-creation as the mediating variable, comparing the differences between businesses and providing insights into customer co-creation and happiness within the fitness center context. The study adopts a quantitative research design, collecting data from fitness centers located in Siam Paragon, CentralWorld, and Samyan Mitrtown, Thailand. A total of 598 respondents participated in the survey, while the collected data were analyzed using GSCA Pro software version 1.1. The research findings confirm that the sharing of experiences significantly influences customer co-creation, which in turn affects customer happiness and overall customer experience. Managers and marketers should establish close relationships with customers, allowing them to actively participate in creating their own experiences within the fitness centers. This direct involvement of customers is a critical factor directly impacting customer happiness.","PeriodicalId":52152,"journal":{"name":"ABAC Journal","volume":" ","pages":""},"PeriodicalIF":0.0,"publicationDate":"2023-07-24","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"44372868","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 study aims to determine the effect of service quality and after-sales service on the customer satisfaction of car users using IoT (Internet of Things) technology provided with their car purchase. Digital disruption has made manufacturers turn to digital services and marketing systems to discover and understand customer behavior. Using the Isaac and Michael formula a sample size 155 respondents was determined, and data were accordingly collected for processing via non-probability sampling techniques. Data were obtained from respondents matching the unique criteria of Indonesian users of cars with IoT innovation technology. Such cars now account for 10% of total new car sales. This study utilizes path analysis, revealing that customer satisfaction encourages loyal customers to buy new units. The main finding of the research is that a service system connected to the internet or smartphones makes users comfortable and can determine the future choice for product repurchases. Therefore, it is necessary to develop continuous emotional closeness with customers for future success.
{"title":"Service Quality and After-Sales Service on IoT-Based Car User Satisfaction and Repeat Purchases Services in Indonesia","authors":"R. Ekasari, D. Arif, M. Nurcholis","doi":"10.59865/abacj.2023.33","DOIUrl":"https://doi.org/10.59865/abacj.2023.33","url":null,"abstract":"This study aims to determine the effect of service quality and after-sales service on the customer satisfaction of car users using IoT (Internet of Things) technology provided with their car purchase. Digital disruption has made manufacturers turn to digital services and marketing systems to discover and understand customer behavior. Using the Isaac and Michael formula a sample size 155 respondents was determined, and data were accordingly collected for processing via non-probability sampling techniques. Data were obtained from respondents matching the unique criteria of Indonesian users of cars with IoT innovation technology. Such cars now account for 10% of total new car sales. This study utilizes path analysis, revealing that customer satisfaction encourages loyal customers to buy new units. The main finding of the research is that a service system connected to the internet or smartphones makes users comfortable and can determine the future choice for product repurchases. Therefore, it is necessary to develop continuous emotional closeness with customers for future success.","PeriodicalId":52152,"journal":{"name":"ABAC Journal","volume":" ","pages":""},"PeriodicalIF":0.0,"publicationDate":"2023-07-18","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"49325625","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 concept of a closed-loop supply chain (CLSC) is concerned with the recovery of value from returned consumer products via resales. The rapidness of economic growth gives manufacturers no option but to shorten the product life cycle. Consequently, new versions following product upgrades happen too fast, increasing product returns in the form of End-of-Life (EOL) or End-of-Use returns. This issue has become crucial with a lack of processes for effectively handling product returns in Malaysia; thus, firms often use a third party, although this is considered improper by global standards. Therefore, this research aims to clarify the connection between Institutional Theory and the Natural Resource-Based View (NRBV) Theory in light of CLSC adoption in Malaysia. The findings highlight the role of government in overpowering competitors and customers in adopting a CLSC. The study’s limitations include presenting a formation of ideas that haven’t been previously linked in a research framework, setting the stage for more research in this area.
{"title":"Closed-Loop Supply Chain Adoption and The Mediating Effect of Green Capabilities - Evidence from Malaysia","authors":"F. Siali, Thurasamy Ramayah","doi":"10.59865/abacj.2023.34","DOIUrl":"https://doi.org/10.59865/abacj.2023.34","url":null,"abstract":"The concept of a closed-loop supply chain (CLSC) is concerned with the recovery of value from returned consumer products via resales. The rapidness of economic growth gives manufacturers no option but to shorten the product life cycle. Consequently, new versions following product upgrades happen too fast, increasing product returns in the form of End-of-Life (EOL) or End-of-Use returns. This issue has become crucial with a lack of processes for effectively handling product returns in Malaysia; thus, firms often use a third party, although this is considered improper by global standards. Therefore, this research aims to clarify the connection between Institutional Theory and the Natural Resource-Based View (NRBV) Theory in light of CLSC adoption in Malaysia. The findings highlight the role of government in overpowering competitors and customers in adopting a CLSC. The study’s limitations include presenting a formation of ideas that haven’t been previously linked in a research framework, setting the stage for more research in this area.\u0000 ","PeriodicalId":52152,"journal":{"name":"ABAC Journal","volume":" ","pages":""},"PeriodicalIF":0.0,"publicationDate":"2023-07-18","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"45939151","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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