Customer engagement behavior in individualistic and collectivistic markets

Roy, Sanjit Kumar; Balaji, M.S.; Soutar, Geoffrey N.; Lassar, Walfried M.; Roy, Rajat

doi:10.1016/j.jbusres.2017.06.001

Cited by 125 publications

(126 citation statements)

References 84 publications

(113 reference statements)

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“…The MGA approach can clarify whether there are differences in hypothetical relationships among different groups. Previous studies have used the MGA for indicating groups' differences in factors such as marketing [60][61][62], tourism [63][64][65], and technology acceptance [66][67][68]. Comparing the differences between groups can be beneficial from a theoretical and practical perspective and can avoid erroneous conclusions.…”

Section: Discussionmentioning

confidence: 99%

Residents’ Green Purchasing Intentions in a Developing-Country Context: Integrating PLS-SEM and MGA Methods

Wang

Sun

et al. 2019

Sustainability

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This paper aims to examine the determinants of green purchasing intentions among different resident groups in a developing-country context. We first expand the theory of planned behaviour (TPB) and build a theoretical model based on green purchasing intention, including attitude, perceived behavioural control, subjective norms, environmental concern, habit, and socio-demographic characteristics (i.e., age, gender, residential area, and educational level). Following this, we collect 552 questionnaires from residents in Tianjin Municipality, China. We use partial least squares structural equation modelling (PLS-SEM) to analyse the green purchasing intention of the population sample and then employ a multi-group analysis (MGA) to explore the group differences in residents' green purchasing intention. The results show that green purchasing intention is significantly and positively influenced by attitude, perceived behavioural control, subjective norms, and environmental concern but not by habit. The relationship chain of environmental concern→subjective norms→purchasing intention is the strongest. The results of the MGA show that for residential-area groups, the relationships between attitudes, perceived behavioural control, and habits and purchasing intention differ significantly between the downtown group and the outside-the-city group. For the educational-level groups, the relationship between environmental concern and subjective norms differs significantly between the high-education group and the low-education group. Finally, these findings contribute to the literature on the TPB model on green purchasing intention and provide some suggestions for the local government and green marketers.

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Section: Discussionmentioning

confidence: 99%

Residents’ Green Purchasing Intentions in a Developing-Country Context: Integrating PLS-SEM and MGA Methods

Wang

Sun

et al. 2019

Sustainability

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“…Some prior studies have attempted to explain that service quality is related to customer engagement (Lee et al, 2018, Roy et al, 2018a, Roy et al, 2018b, Verleye et al, 2013. Customer engagement refers to emotional bonding with a brand or medium which leads to more interaction with the object (Thakur, 2018).…”

Section: Service Quality and Customer Engagementmentioning

confidence: 99%

Service quality, religiosity, customer satisfaction, customer engagement and Islamic bank’s customer loyalty

Abror

Patrisia

Engriani

et al. 2019

JIMA

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Journal of Islamic Marketing SERVICE QUALITY, RELIGIOSITY, CUSTOMER SATISFACTION, CUSTOMER ENGAGEMENT AND ISLAMIC BANK'S CUSTOMER LOYALTY ABSTRACT PurposeThis study investigates the influential factors of customer loyalty to Islamic Bank, namely service quality, customer satisfaction, customer engagement and religiosity. Design/methodology/approachThis study is a survey of 335 Islamic bank customers in West Sumatra Indonesia. This research deployed purposive sampling and analyzed the data by using Covariance Based Structural Equation Modelling (CB-SEM). Findings Service quality has a positive and significant impact on customer satisfaction. Religiosity has a significant and negative moderating impact on the service quality-customer satisfaction relationship. Service quality has no significant influence on customer loyalty. Customer satisfaction is a significant antecedent of customer engagement and loyalty. Finally, customer engagement has a significant and positive effect on customer loyalty. Research limitations/implicationsThis study is a combination of cross-sectional and a single country case. Accordingly, the results may not be representative of other countries. Similar studies in longitudinal data collection and conducted in other countries (e.g., ASEAN countries) would therefore be worthwhile. Some antecedents of customer loyalty have been neglected in this study (e.g., customer value co-creation and customer commitment), hence, the future study may investigate those factors. Practical implicationsBy considering these Islamic banks' antecedents, the Islamic banks might enhance their customer loyalty. Second, this study has revealed the moderating role of religiosity in a loyalty relationship. Therefore, it will give insights for the Islamic bank managers in decision making. Originality/valueThis study has revealed the moderating role of religiosity on the link between service quality and customer satisfaction in Islamic bank which is neglected in the previous studies. The customers with high religiosity will have a higher standard of satisfaction and demand a better service quality than the customers with low religiosity. This study has also examined the relationship between service quality, religiosity, customer satisfaction, customer engagement and loyalty as a whole which have been limited previously.

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“…Due to the competitive environment and current scientific knowledge in the environmental field, ▪ some companies, as a means of establishing a competitive advantage, have begun procuring certificates reflecting their dedication to maintaining a sustainable environment, sustainable development and social responsibility. Furthermore, many customers have indicated the use of their own moral codes as criteria for making shopping decisions (Roy et al, 2018). Therefore, the application of CSR in a particular business may influence a customer's decision to buy a specific product.…”

Section: Introductionmentioning

confidence: 99%

The Use of CSR in E-Commerce as a Way to Compete

Bartók¹

2018

JOC

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The article deals with the impact of corporate social responsibility (CSR) on small-medium companies (SMEs) in the field of e-commerce. As many people today are aware of the exhaustion of resources, ethical codes as well as working standards, CSR has become a strong competitive tool. Additionally, with the global increase in economy, e-commerce users have come to be regarded favourably in terms of environmental friendliness, with e-commerce becoming a popular tool of purchase. However, previous research offers little understanding about the relationship between CSR and e-commerce. To shed some light on this issue, two questionnaire surveys and interviews with seven managers of selected companies were conducted in the Czech Republic. The participants in the first study were e-commerce customers (N = 207), and the second study was aimed at SMEs in e-commerce (N = 63). The research shows that the implementation of CSR may influence sales positively. The findings also indicate that consumers prefer companies with CSR as well as the necessity of good implementation of CSR in the company process by managers. The most discussed issue of CSR by SMEs managers concerned working standards. The research also shows big differences between formal acceptance and certified SMEs for CSR. CSR is not only a competitive advantage but also one of the ways to maintain sustainable corporate development with ethical codes and transparent corporate policy.

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Customer engagement behavior in individualistic and collectivistic markets

Cited by 125 publications

References 84 publications

Residents’ Green Purchasing Intentions in a Developing-Country Context: Integrating PLS-SEM and MGA Methods

Residents’ Green Purchasing Intentions in a Developing-Country Context: Integrating PLS-SEM and MGA Methods

Service quality, religiosity, customer satisfaction, customer engagement and Islamic bank’s customer loyalty

The Use of CSR in E-Commerce as a Way to Compete

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