The Effect of Service Recovery Justices Strategies on Online Customer Engagement Via the Role of “Customer Satisfaction” During the Covid-19 Pandemic: An Empirical Study

Al-Dmour, Rand; AlShaar, F.; Al-Dmour, Hani; Masa’deh, Ra’ed; Alshurideh, Muhammad

doi:10.1007/978-3-030-67151-8_19

Cited by 52 publications

(5 citation statements)

References 40 publications

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“…The lean operating model focuses on reducing waste and becoming cost-efficient. It helps reduce production costs and hence can be sold at lower prices than competitors and helps to increase customer satisfaction (Al-Dmour et al, 2021;Nuseir et al, 2021), attract new customers and retain existing customers. Lean manufacturing was initially designed to reduce waste and maximize resource usage (Al Kurdi et al, 2020;Sundar et al, 2014).…”

Section: Lean Operation Strategymentioning

confidence: 99%

The effect of lean and agile operations strategy on improving order-winners: Empirical evidence from the UAE food service industry

Alshurideh¹,

Al-Hadrami²,

Alquqa³

et al. 2023

10.5267/j.uscm

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This research aims to assess the impact of lean and agile operational strategies on improving order winners in the food service industry in the UAE. Research disclosed a few attributes with a dimensional review of lean and agile strategies that enhance strategic alignment in the food service industry of UAE to achieve the maximum benefits that have never been identified in research before. Data from 85 Sharjah-based food service companies were used for the analysis. A quantitative method with descriptive, causal and exploratory research design was used, along with convenient cluster sampling. A valid sample size of 255 respondents was used to assess the model through regression and ANOVA using SPSS. Research findings show a significant direct impact of lean strategies on order winners, and agile strategies significantly positively impact order winners. In contrast, both variables have a significant direct impact on order winners. This research is limited to assessing the impact of lean and agile strategies to achieve maximum order winners. Future research should consider a manufacturing industry to increase generalizability and a comprehensive focus on the lean and agile dimensional impact on competitive advantage. Customer loyalty and satisfaction lead a business toward order winners. An exemplary implementation of lean and agile strategies can translate into high business performance.

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Section: Lean Operation Strategymentioning

confidence: 99%

The effect of lean and agile operations strategy on improving order-winners: Empirical evidence from the UAE food service industry

Alshurideh¹,

Al-Hadrami²,

Alquqa³

et al. 2023

10.5267/j.uscm

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“…Blodgett et al (1997) averred that in the absence of a perception of justice, customers feel inequity between the inputs/costs they incur and the outcome/service they receive. Therefore, the concept of perceived justice is helpful in explaining customer satisfaction and repeat purchases of a service (Al-Dmour et al, 2021;Phan et al, 2021). Thus, the theory of perceived justice can be applied to explain why patients consider some hospitals more reliable than others.…”

Section: Measuring Perceived Justice In Health-care Servicesmentioning

confidence: 99%

Why is India a popular destination for Bangladeshi medical tourists? A study based on perceived justice by Bangladeshi patients

Nabi

Khan

Misbauddin³

et al. 2023

IJPHM

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Purpose There is evidence of Bangladeshi citizens travelling to India to receive medical treatments, known as medical tourism. This study aims to explore the perceived justice dimensions of Bangladeshi patients towards domestic health care and the effects of these dimensions on their intention for outbound tourism to India. Design/methodology/approach Data from 307 Bangladeshi medical tourists were collected to test the proposed model. The data has been interpreted through the proposed model with covariance-based structural equation modelling in AMOS. To produce the results, the measurement model and structural model were examined. Findings The analysis confirmed the significant impact of procedural, informational and interpersonal justice dimensions on patients’ health-care experiences. However, the effect of distributive justice on patient experience has been found insignificant. The study also revealed a significant negative impact of patient satisfaction on outbound medical tourism intention. Thus, it raises concerns for the local medical service providers about improving patient satisfaction. Practical implications The findings of this paper can be applicable for health-care practitioners and policymakers in emerging countries to improve the bottlenecks of the health-care system for increasing patients’ service experiences and reducing the intention of patients for outbound medical tourism. Originality/value The research on perceived justice theory regarding the intention of medical tourism is limited. This research is one of the few studies to combine perceived justice theory with trust and medical tourism decision-making. Using the lens of perceived justice, this research argues that the decrease in perceived justice negatively affects the patients’ service experience, trust and loyalty to the service provider.

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“…On the other hand, satisfaction and engagement can be mediated by product quality. Al-Dmour et al (2021) emphasize that satisfaction has an important role in attracting consumers. Satisfaction describes that consumer expectations for a product and service are met well.…”

Section: Customer Satisfaction On Customer Engagementmentioning

confidence: 99%

The influence of CSR performance, brand identification and customer satisfaction in developing customer engagement and loyalty

Badawi

2023

IJBES

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The objective of this study is to examine the impact of corporate social responsibility (CSR) performance on brand image and customer satisfaction. Moreover, the analysis was performed to examine the impact of brand image and customer satisfaction on customer engagement. This study examines the impact of customer interaction on customer loyalty. This study employs quantitative analysis techniques to empirically examine the formulated hypothesis. The research sample consists of consumers from the cement business in Cirebon, West Java, Indonesia. The study employed a sampling technique that utilized random sampling to gather a sample of 180 respondents, who served as a representative of the study population. The data was acquired by distributing questionnaires and analyzed using the structural equation modeling technique with the assistance of AMOS software. The analytical results demonstrate empirical support for all hypotheses proposed in this study. This study demonstrates that the performance of corporate social responsibility (CSR) has a beneficial impact on the identity of a brand and the happiness of customers. In order to enhance brand recognition and improve consumer happiness, it is important to achieve superior corporate social responsibility (CSR) performance. Moreover, the recognition of a brand and the contentment of customers have a favorable impact on the involvement of customers, and the involvement of customers has a favorable impact on their loyalty. This study offers suggestions to organizations, including those in the cement industry, on how to enhance their corporate social responsibility (CSR) efforts to improve brand recognition and consumer contentment. Effective CSR performance may be attained by addressing five key aspects: social responsibility, environmental stewardship, cultural preservation, human resources management, and socio-economic development. Moreover, it is essential to enhance brand recognition and consumer contentment in order to maximize customer involvement and allegiance.

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The Effect of Service Recovery Justices Strategies on Online Customer Engagement Via the Role of “Customer Satisfaction” During the Covid-19 Pandemic: An Empirical Study

Cited by 52 publications

References 40 publications

The effect of lean and agile operations strategy on improving order-winners: Empirical evidence from the UAE food service industry

The effect of lean and agile operations strategy on improving order-winners: Empirical evidence from the UAE food service industry

Why is India a popular destination for Bangladeshi medical tourists? A study based on perceived justice by Bangladeshi patients

The influence of CSR performance, brand identification and customer satisfaction in developing customer engagement and loyalty

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