Influence of innovation capability and customer experience on reputation and loyalty

Foroudi, Pantea; Jin, Zhongqi; Gupta, Suraksha; Melewar, T.C.; Foroudi, Mohammad M.

doi:10.1016/j.jbusres.2016.04.047

Cited by 182 publications

(199 citation statements)

References 31 publications

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“…According to scholars (Gupta and Wilemon, 1990;Foroudi et al, 2016), the effective relationships amongst design activities and marketing can generate product innovation. In addition, innovation is of crucial importance for fast growing SMEs (Coad and Rao, 2008).…”

Section: Digital Technology and Marketing Capabilitymentioning

confidence: 99%

Digital technology and marketing management capability: achieving growth in SMEs

Foroudi

Gupta

Nazarian

et al. 2017

QMR

Self Cite

120

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Purpose -The intentions of this study is to evaluate the constructs relationships in order to gain more insight and definitive clarification of the factors related to company's growth in UK. Based on resource-advantage theory, this research addresses "to what extent does digital technology influence marketing capability which loads to company's growth?" Design/methodology/approach -The data was gathered through 21 in-depth interviews with managers from different multinational organizations and 6 focus groups with employees and new empirical insights are offered.Findings -The study identifies the two key components of digital technology (information quality and service convenience). In addition, the relationships between digital technology, tangible/intangible assets, and marketing capabilities perform significant role of facilitator between company's growths.Research limitations/implications -The focus on UK SMEs limits the generalisability of the results. Further study should be collected in other sector and country settings in order to examine the associations recognized in the current study.Originality/value -This study illustrates the main impacts of digital technology on intellectual/physical assets that while managers and employees have specified that marketing capability is significant for organizations, there are a few other areas of concern with regard to consequences related to company's growth, competence, and core competence, particularly in a SMEs settings. Keywords Achieving Growth in SMEsUnderstanding the factors of superior firm's performance is a theme of consistent discussion and of significant interest to both researchers and practitioners (Fahy et al., 2000). The view of core competence was presented by Andrews (1971) as "what the company can do particularly well" (p. 46). However, an earlier paper by Ansoff (1965) who portrays core competence in a rich argument of its meaning which known as 'common thread' (p.105).Ansoff (1965) signifies the business competencies as "a relationship between present and future product markets which would enable outsiders to perceive where the firm is heading, and the inside management to give it guidance" (p.105). Previous findings presented by Andrews (1971) accomplished significant study of core competence carried out by Prahalad and Hamel (1990). Prahalad and Hamel (1990) illustrated core competence as the core system that "provides nourishment, sustenance, and stability" (p.82). The experiential study of marketing capabilities is also underlined being given increased attention in the academic literature (Blesa and Ripolles, 2008;Ribeiro et al., 2009;Tsai and Shih, 2004;Vorhies and Morgan, 2005;Weerawardena, 2003). Marketing capabilities employ a substantial and optimistic result on customers' satisfaction, which eventually indicate to superior organizational performance in terms of sales, profit and competence (Santos-Vijande et al., 2012).What distinguishes this paper is greater understanding of digital technology and its influence on design inno...

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Section: Digital Technology and Marketing Capabilitymentioning

confidence: 99%

Digital technology and marketing management capability: achieving growth in SMEs

Foroudi

Gupta

Nazarian

et al. 2017

QMR

Self Cite

120

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“…In addition to the satisfaction, in the long-term a positive shopping experience will manage to gain loyalty of these satisfied customers to buy the seller's products again (Fatma, 2014). Customer experience accompanied by the innovations made by the store will give a deep impression on customers, so they do not move to another brand (Foroudi, Jin, Gupta, Melewar, & Mahdi, 2016). The study undertaken by Bhatt (2015) reinforces the suggestion that customer loyalty is influenced by customer experience.…”

Section: Customer Experiencementioning

confidence: 79%

Role of Experience in Customer Self-Congruity to Maintaining Loyalty: A Study on Fashion Store

Wijaya

2017

EBER

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A B S T R A C T Objective:This study aims to understand the interrelationship between customer experience, self-congruity, and customer loyalty in the fashion industry. Previous studies have examined the direct effect of self-congruity on loyalty without taking into account the factor of customers' shopping experience, which may moderate customers' impression of a fashion. Research Design & Methods:This study employed questionnaires distributed to 100 respondents. Collected data was processed using PLS-SEM. The target respondents were between 18-30 years old. Individuals in that age band have dynamic dressing styles, so interesting to study. In the present study, the data from the respondents was processed in order to determine the inner model, the outer model, and hypothesis testing. Findings:The results of this study suggest that customer experience plays a significant role in moderating the effect of self-congruity on customer loyalty. This means that even though customers feel comfortable with a store's image, however if they have bad experience, such experience may cause these customers not to be loyal. Implications & Recommendations: Research reveals that consumers are very concerned towards their experience when shopping. Stores should provide service that can make their customers feel comfortable and pleased. Contribution & Value Added: This study provides new insights into attempts to maintain customer loyalty. Several research was studied on self-congruity and loyalty, yet this is the first study that depict how experience moderating self-congruity towards loyalty. Article type: research paper

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“…Furthermore, García de Leaniz & del Bosque Rodriques (2016) found that reputation is the driver for customer loyalty based on their study of Spanish consumers in a service setting. In addition, Foroudi, Jin, Gupta, Melewar, Foroudi (2016) found that even in retail settings using international retail brands in London, reputation influences customer loyalty. Moreover, in the automotive industries, reputation is found as a better driver on loyalty compares to brand attachment (Loureiro, Sarmento, & Le Bellago, 2017).…”

Section: H3 : Brand Image Positively Influences Reputationmentioning

confidence: 99%

Determinants of Customer Loyalty: Evidence from Indonesian Retail Market

2018

International Journal of Managerial Studies and Research

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Influence of innovation capability and customer experience on reputation and loyalty

Cited by 182 publications

References 31 publications

Digital technology and marketing management capability: achieving growth in SMEs

Digital technology and marketing management capability: achieving growth in SMEs

Role of Experience in Customer Self-Congruity to Maintaining Loyalty: A Study on Fashion Store

Determinants of Customer Loyalty: Evidence from Indonesian Retail Market

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