After-sales service and brand reputation: a case of kitchen appliance industry
International Journal of Quality and Service Sciences,
Год журнала:
2024,
Номер
16(3), С. 413 - 431
Опубликована: Авг. 8, 2024
Purpose
To
build
long-term
relationships
and
gain
a
competitive
edge,
marketers
need
to
provide
customers
with
unique
distinct
experiences
that
they
cannot
find
in
other
companies.
According
the
literature,
after-sales
service
helps
achieve
these
goals.
By
modeling
linkages
between
service,
quality,
customer
attitude
purchase
intention,
this
study
aims
understand
how
perceive
decision-making
kitchen
appliance
industry.
Design/methodology/approach
Through
purposive
sampling,
324
respondents,
primarily
female,
answered
structured
questionnaire
about
their
perception
of
for
products.
Previously
well-established,
validated
scale
measures
from
extant
literature
were
used.
The
responses
gathered
using
seven-point
Likert
scale.
Findings
findings,
quality
is
vital
buying
decisions.
Accordingly,
higher
perceived
by
customer,
more
favorable
brand's
intention
will
be.
Additionally,
brand
reputation
was
found
be
an
essential
moderator
suggesting
plays
positive
significant
role
consumers’
intentions.
Originality/value
It
well
known
crucial
current
business
scenarios,
but
empirical
research
on
appliances
has
been
scarce.
This
fill
void
existing
investigating
domain
appliances.
Язык: Английский
Italian Consumers’ Perceptions and Understanding of the Concepts of Food Sustainability, Authenticity and Food Fraud/Risk
Sustainability,
Год журнала:
2025,
Номер
17(5), С. 1831 - 1831
Опубликована: Фев. 21, 2025
The
present
study
investigates
consumers’
perceptions
and
knowledge
of
food
sustainability,
authenticity
fraud/risk
in
Italy
whether
their
perception
differ
according
to
demographic
factors,
consumption
choices
preferences.
To
address
these
issues,
a
network
analysis
technique
was
applied
analyse
the
theoretical
framework.
Subsequently,
primary
online
survey
data
328
respondents
were
explored
using
principal
component
analysis,
canonical
correlation
hierarchical
cluster
analysis.
results
indicate
that
socio-economic
determinants—above
all,
marital
status,
presence
children,
annual
net
income—not
only
influence
propensity
seek
information
on
certification,
sustainability
labels
quality
products
but
also
impact
consumer
fraud/risk.
findings
provide
useful,
informative
tool
for
protection
health,
which
can
be
negatively
impacted
by
purchase
fraudulent
products.
Despite
abundant
literature
perspectives
integrity
supply,
best
this
author’s
knowledge,
represents
one
first
attempts
certified
Язык: Английский
Factors Affecting Consumer Intention to Use E-Grocery Shopping in Saudi Arabia
International Journal of E-Business Research,
Год журнала:
2024,
Номер
20(1), С. 1 - 17
Опубликована: Июль 23, 2024
Saudi
Arabia
owns
the
29th
largest
E-commerce
market
in
world,
however,
grocery
is
considered
smallest
based
on
its
revenue.
This
study
aims
to
investigate
effects
of
various
factors
consumers'
intention
use
E-grocery
shopping
Arabia.
Primary
data
were
collected
through
a
self-completion
questionnaire
that
was
completed
by
189
participants
from
across
The
analysed
using
Partial
Least
Squares
Structural
Equation
Modelling.
results
indicate
perceived
benefits
have
significant
positive
effect
shopping.
On
other
hand,
none
examined
risk
variants
(e.g.
time
risk,
financial
product
performance
social
and
delivery
risk)
nor
norm
factor
had
use.
Finally,
theoretical
practical
implications
provided
as
well
limitations
future
research
direction.
Язык: Английский
Emotional intelligence and self-efficacy as mediators in the relationship between transformational leadership and proactive customer service performance
International Journal of Quality and Service Sciences,
Год журнала:
2024,
Номер
unknown
Опубликована: Ноя. 22, 2024
Purpose
This
study
aims
to
explore
the
relationship
between
transformational
leadership
and
proactive
customer
service
performance
(PCSP)
in
airline
industry,
considering
self-efficacy
emotional
intelligence
as
mediators.
Design/methodology/approach
Bandura’s
theory
was
used
for
formulating
hypotheses.
Data
were
gathered
from
500
frontline
employees
30
supervisors
create
subordinate
dyads,
resulting
a
final
sample
size
of
370
participants.
Structural
equation
modeling
employed
purpose
data
analysis.
Findings
The
results
indicated
that
supervisors’
impacted
employees,
thereby
influencing
PCSP.
Self-efficacy
positively
correlated
with
These
findings
add
existing
literature
by
providing
empirical
proof
positive
association
perceived
performance.
Furthermore,
this
supported
mediating
roles
mediators,
showing
their
importance
translating
behaviors
into
enhanced
Practical
implications
sector
will
benefit
significantly
research.
It
highlights
significance
improving
Organizations
should
emphasize
creation
growth
leaders
capable
inspiring
motivating
staff
provide
excellent
service.
In
addition,
research
factors
mediate
may
foster
PCSP
investing
training
development
programs
seek
improve
workers’
intelligence.
help
participants
gain
confidence
ability
deliver
well
knowledge.
Originality/value
paper
presents
novel
theoretical
practical
developments
industry.
collected
two
phases
supervisor–subordinate
dyads.
Язык: Английский