This study presents a framework to measure and empirically validate the relationship between customer orientation and office space performance. The framework uses two types of customer orientation (i.e., responsive customer orientation and proactive customer orientation) and two types of office space performance metrics (i.e., tenant satisfaction and tenant loyalty). Moreover, the building grade (Grade A and Non-grade A) is incorporated into the framework to assess its moderating effect on the relationships. 380 usable responses were collected from building managers in Grade A and Nongrade A buildings using a questionnaire survey. Partial least squares structural equation modeling was utilized to perform latent variable and multi-group analyses. The findings indicate that proactive customer orientation enhances satisfaction to a level not reached by responsive customer orientation as well as suggesting the applicability of both customer orientations in different scenarios. While proactive customer orientation practices lead to higher satisfaction in Non-grade A office tenants, responsive customer orientation practices lead to greater satisfaction in grade A office tenants. The latter tend to be more satisfied with Grade A office and thus loyal. Theoretical and managerial implications are discussed.
Summary The purpose of this study was to examine the association between age-friendliness of a city, loneliness and depression moderated by internet use among older people during the coronavirus disease 2019 (COVID-19) pandemic. The survey was from ‘The 2020 Survey of Needs Assessment for a Safe Community and Age-Friendly City’ in Xinyi District, Taipei, which was conducted by face-to-face interviews with community-based older adults who were aged 65 and above from one district of Taipei City from May to June 2020 (n = 335). Partial least square structural equation modeling and the SPSS PROCESS macro were used for data analysis. Two domains of an age-friendly city (housing and community support and health services) were found to be associated with reduced loneliness, while one (respect and social inclusion) was associated with decreased depression. The age-friendliness of cities mitigates depression through moderator (internet use) and mediation (loneliness) mechanisms. Although some age-friendly domains of the city reduced loneliness and depression directly, the age-friendliness–loneliness-depression mechanism held true only for older adults who used the internet and not for nonusers. Maintaining the age-friendliness of an environment is beneficial to mental health, and internet use is a necessary condition to gain optimum benefits from age-friendly initiatives. Policy suggestions are discussed.
Webrooming, a practice whereby consumers research for products online prior to making their final purchase offline, represents a prevalent form of shopping behavior in the current retailing landscape. This study aims to explore the determinants for and against the adoption of webrooming behavior among Millennials. Semi-structured in-depth interviews were employed to collect data. Data were analyzed through theoretical thematic analysis. Results unveil a number of important themes, categorized based on consumers- (i.e., need for touch, need for interaction, price-comparison orientation, and product knowledge), channel-related factors (i.e., online search convenience, perceived usefulness of online reviews, perceived helpfulness of in-store salespeople, immediate possession, perceived risk), situational factor (i.e., product category), as well as experiential outcome (smart-shopping perception) that arose from webrooming. Considering the limited research on webrooming, this study advances the theoretical understanding on the determinants of webrooming, and offers managerial insight for retailers to deal with this popular shopping phenomenon.
The purpose of this study is to discover elements or contents of a Cause-Related Marketing (CRM) campaign’s communication board that may attract consumers to participate in the CRM program. This study focuses on the design of a CRM campaign communication board exclusively based on the perceptions of Malaysian consumers in the hypermarket context. Besides that, this study also identifies social causes applicable for hypermarkets in Malaysia. Employing a qualitative approach, the data in this study were obtained through focus group interviews and were analysed using a content analysis method. The study has identified seven themes that Malaysian consumers would like to see in a communication board, which were hypermarket initiative, communication, tagline and logos, timeframe, types of support (funds handled by NGOs), company-cause fit, and CRM products that are not limited to local products. These elements, if incorporated into a CRM communication board, will appeal to Malaysian consumers. The findings provide insights into the study of CRM communication board content that appeals to hypermarket consumers in Malaysia. This study also contributed to the CRM literature by exploring the applicability of a fairly new social cause (e.g. supporting underprivileged individuals) that can be championed and supported by the hypermarket. This research also offers practical implications for hypermarket managers. Hypermarkets can incorporate the seven elements (hypermarket initiative, communication, tagline and logos, timeframe, types of support, company-cause fit, and CRM products that are not limited to local products) while designing a CRM communication board.
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