Year 2017 , Volume 6, Issue 2, Part 3 Year 2017 , Volume  6, Issue 2, Part 3
1Antecedents and Outcome of Customer Satisfaction in Hospitality Industry of Pakistan, during Service Encounters
M. YOUSAF RAZA, SHAMAS UL HUDA, TOUQEER SULTAN SHAH and M.ATIF SAEED
Pages: 645-654
Details (1175)
This study shows the empirical relationship of impression management of front line employees (FLEs), disconfirmation and perceived value with customer satisfaction. Except it, it has also attempted to investigate the relationship of customer satisfaction and words of mouth (WOM) communication. Several studies in Europe have shown different results but from the Pakistan very few studies have been done like this. Although, there have some work in this area in the Pakistani environment but due to the increasing in interest and demand of people have shown an excellent development in Pakistan economy and especially in the hospitality industry. This is the pioneer study which has positive impact on the given model relationships. Hospitality industry is going to increase quickly in Pakistan which has different impacts on Pakistani customers. This study urges that FLEs is mainly the result of destabilization in the competitive environment for hospitality services, which was brought about by the national reregulation of markets and then adds in new methods of dealing with the customer satisfaction, WOM and management impression. Data has been collected from 131 respondents. Correlation and regression analysis are used to analyze the data. The main results of the study are the impression management activities of FLEs positively impact customer satisfaction which is contribution of knowledge in service marketing literature. Disconfirmation and perceived value were also found positively associated with customer satisfaction. Finally WOM communication was found outcome of customer satisfaction which shows a good relationship among the employees and customers. Key Words: Hospitality Industry, WOM, Antecedents, Customer Satisfaction.
2Study on the Performance Measurement of Taiwan Railway Service Quality through Grey Relational Analysis
CHING-KUEI KAO and LI XU
Pages: 655-668
Details (1182)
Taiwan’s railway is one of the major modes of transportation for the Taiwanese people. At present, the operating income of the railway is challenged by the competition of high-speed rails used for travelling in medium and long distances, the mass transit system for travelling in short distances, and other means of land transportation. Therefore, Taiwan railway should seek development to obtain the favor of the customers. Further, another way for the survival of the railway is by maintaining a good long-term relationship with the customers and by enhancing the customer’s loyalty. This study begins by understanding the situation of the value flow in the enterprise using balanced scorecard, establish the performance measurement of passengers’ satisfaction and loyalty, and understand the loyalty of the Taiwan railway passengers using the grey relational analysis and the Importance-Performance Analysis. Results showed that most of the railway passengers are commuters and students. Hence, Taiwan railway management needs to pay attention to the train’s punctuality and ticket prices to improve passenger satisfaction. Higher satisfaction will improve the passengers’ loyalty and willingness to continuously consume, which can improve real profits. Key Words: Balanced Scorecard, Grey Relational Analysis, Importance-Performance Analysis, Satisfaction, Loyalty, Service Quality.
3Organizational Culture Change in Health and Educational Institutions in the Republic of Macedonia
NATALINA STANOJOVSKA, SONJA TALEVSKA and BILJANA JOSHEVSKA
Pages: 669-680
Details (837)
The main goal of this research is the analysis of key factors for working in public sector organizations in the Republic of Macedonia, which are the determinants of organizational culture. Above all they are: innovations, leadership, professional development, communication skills and attitudes and values of employees. The research is based on five, you can say, global factors of organizational culture correlated with gender, education and age of employees, particularly in health and educational institutions in the southwestern region of the Republic of Macedonia. Basic assumptions are that these studies have great theoretical and practical significance, because of the "strength" of organizational culture depends the quality of services in the public sector which are offered to us, the strategies for the development, management and coordination between employees, work motivation and marketing. The recent literature, talks more about organizational culture and its impact on the success of the organization. The authors dealing with this problem, generally agree that it is difficult to define culture, but at the same time they say that in the middle of the term is a system of norms and values that promote or inhibit the successful operation of the organization. Having that in mind, we can say that the organizational culture is not only a factor in a series of factors for the successful functioning of the organization, but it actually connects all of the aforementioned factors or determinants of efficient and effective operation. Key Words: Organization, Organizational Culture, Determinants, National Cultures, Leadership, Motivation.
4The Impact of Performance Management System on Employee Performance: The Moderating Role of Balance Scorecard Usage
AHMAD ALI ALMOHTASEB, MOHAMMAD ADNAN ALMAHAMEED, DUAA SHAHER TOBEERY and HISHAM KAREEM SHAHEEN
Pages: 681-691
Details (6093)
Performance management systems are designed to enhance employee performance. However, the introduction of Balance Scorecard redesigned the purpose of a performance management system. This study examines the moderating effect of the use of a Balance Scorecard on the impact of performance management system on employee performance. This study is carried out on manufacturing firms listed on the Amman stock exchange in Jordan. The study tool was a survey that included 192 top managers of the 63listed manufacturing firms. The findings showed that Balance Scorecard usage moderates the impact of performance management system on employee performance. This implies that the use of Balance Scorecard strategically complements and improves the relationship between performance management system and employee performance. This study suggests that Balance Scorecard should be used as a multi-dimensional method for performance measurement and as a strategic management system to improve employee performance. Key Words: Performance Management System, Balance Scorecard, Employee Performance.
5Using Resource-Based Theory to Examine the Competitiveness of an Incubation Plant in Mining and Agriculture
CANTRIDGE SIBANYONI and PATRICK MUPAMBWA
Pages: 692-716
Details (2129)
The development and nurturing of critical resources and competencies that cannot easily be replicated by rivals is a prerequisite for attaining a sustainable advantage in the contemporary, competitive, and volatile, global business landscape. This research used the resource-based view to evaluate the agency’s capabilities and diagnose the areas of challenges and the remedial strategies that can be suggested to improve their competitiveness. The study uses a qualitative research method to explore the opinions of 20 sampled participants from the agency’s employees on the use of resource-based theory as a strategy for improving their overall capabilities. In the context of research findings, it is argued that to improve the effective use the resource-based theory as a strategy for sustainable competitive advantage, the executives of the agency must: embrace continuous research and innovation, adopt customer centricity to improve the level of focus on the selected market segments, human resource training and development, competitor analysis, and commitment of the executives. Future research can explore the implication of dynamic capabilities on the effective use of the resource-based theory as a strategy for enhancing the attainment of the agency’s competitive advantage. Key Words: Resource-Based Theory, Incubation Plant.
6Sustainability and Fashion Brands a Pact for Eco-Luxury
CONCHA PEREZ CURIEL and ELENA APARICIO BERNABEU
Pages: 717-734
Details (1151)
The fashion industry is becoming increasingly more important in world economies. Not for nothing is it one of the industries that, despite the crisis, has continued to grow and generate profits. Natural resources are becoming scarce and those brands whose manufacturing processes do not comply with sustainability standards are now being penalized, a state of affairs that not only concerns fashion, but also any other business environment. Sustainability is the sum of environmental and social benefits that enhance global welfare. Moreover, eco-luxury is being advanced as one of the most novel trends in fashion consumption and as a balance between economic return and social awareness. The aim of this study is to show, on the basis of a real project for creating a communication agency specializing in fashion, that entrepreneurs and brands are investing in sustainability and that eco-luxury has become a corporate hallmark. Contextually speaking, this research includes a content analysis of the leading communication agencies in Spain, in order to identify the keys to entrepreneurship and to respond to the current needs of fashion brands and green consumers. The findings not only point to a renovation of materials, resources, and creation and manufacturing processes, but above all reveal changes in business behaviour as regards the way of communicating sustainability and highlighting it as an exclusive, luxury trend, both factors inherent to fashion consumption. Key Words: Sustainability, Entrepreneurship, Communication, Fashion, Agency, Eco-Luxury.
7Comparative Study of Epistemological Principles of Islamic Economics and New Institutional Economics
KHADEMALIZADEH AMIR and RAMINEH SOLEIMANZADEH AIDISHE
Pages: 735-748
Details (1033)
The epistemological study of economic schools can help recognize goals, strategies and policies and the way they confront the economic challenges. The present study considers the epistemological principles of Islamic economics and new institutional economics with a comparative approach. The results show that both Islamic economics and institutional economics have ideological and moral orientations. But these values in Islamic orientation are based on monotheisticepisteme, while new institutional economy has earthly and humanistic origin. Also, of the parameters of the new institutional epistemology is the evolutionary nature of economic affairs while in Islamic economy merely the variable elements have evolutionary nature.Finally government is an influential institution in both Islamic and institutional economics, but the range of interference of Islamic government in economy is broader and it has rather a role of trusteeship and protector of resources. This paper described the epistemological study of economic schools which reveals the points of difference and similarity between them. Key Words: New Institutional Economics, Islamic Economics, Principles of Epistemology.
8Predictors and Outcomes of Customer Satisfaction in Full Service Restaurants.
ONESIMO CUAMEA VELAZQUEZ and JORGE CARLOS MORGAN MEDINA
Pages: 749-757
Details (1695)
This research analyzed the relation between hostess attention, waiter's service, cleanliness of facilities and restrooms, set up table upon arrival, cutlery and glassware cleanliness, food and drinks delivery time and price of food and beverages and customer’s satisfaction. Hypotheses implied by the model are tested on a sample of 569 customers of Full Service Restaurants, in Tijuana, Mexico. It was used a forced choice format Likert Scale –without neutral option- of 4 point ranging from 1=Not important, 2=Slightly Important, 3=Important, 4=Very Important. The findings demonstrate that waiter service is the main predictor for customer satisfaction, followed by price of food and beverages, and food and beverage delivery time. Key Words: Customer Satisfaction, Quality Services, Waiter Service, Price, Delivery Time.
9Factors that Influence the Intention to Use Mobile Shopping Platforms Which Feature Virtual Shelves and QR Codes Based on TAM
WEN-CHIN TSAO and FENG-JUI YANG
Pages: 758-776
Details (846)
The widespread popularity of smart handheld devices has prompted the booming development of the mobile shopping market but also formed new models of mobile shopping that consumers may or may not accept. The objective of this study was to identify the factors that will help consumers accept and use a new form of mobile shopping with quick response codes and virtual shelves. This study conducted a questionnaire survey, collected 541 samples, and tested our hypotheses and model using structural equation modeling. The results indicated that the visual attractiveness of the virtual shelves has the greatest impact on the acceptance of this new way of mobile shopping, followed by the interactivity of user interface, novelty seeking, and perceived time risk. Although the influence of Wi-Fi accessibility in the overall model was not significant, its significance was revealed when this study only looked at consumers who did not have internet access on their phones. Managerial implications for online retailers as well as directions for future research are also discussed. Key Words: QR code, Wi-Fi accessibility, Visual attractiveness, Novelty seeking, Mobile shopping, Cloud Stores.
10An Investigation into the Feasibility of the Development of a Marketing Strategy for Independent Schools in KwaZulu-Natal
CAITLIN SAM and CAITLIN SAM
Pages: 777-789
Details (1733)
Due to increased competition in the private school sector in South Africa, marketing has become an imperative activity to attract and retain clients and therefore sustain private schools. The study aimed to investigate the feasibility of developing a marketing strategy for independent schools in KwaZulu-Natal. The target population consisted of executive heads, marketing management and members of the Parent Association Committee of an independent school group in KwaZulu-Natal. A qualitative research methodology was employed and an exploratory research strategy used. The key findings of the study suggested that the lack of a competitive marketing strategy of the private school group was school-specific and therefore it was feasible to develop a marketing strategy. The factors contributing to these schools’ lack of competitive marketing strategies was an assemblage of ineffective and uncompetitive marketing mix elements. Budget constraints and a lack of communication had the most significant impact on the competitiveness of these schools. It was recommended that management should: place greater emphasis on tailoring the marketing mix elements in line with the nature of each Private School; necessitate effective communication to all stakeholders; and endeavour towards satisfying their clients’ wants and needs. Key Words: Private School Sector, Marketing Strategies.

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