Mediators of the effect of corporate social responsibility on product uptake: insights from the insurance sector in Harare, Zimbabwe

Chikazhe, Lovemore; Jecha, Farirayi; Nyagadza, Brighton; Bhebhe, Thomas; Manyeruke, Josphat

doi:10.1504/ijbem.2022.126586

Cited by 4 publications

(17 citation statements)

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“…Johnson and Tiko (2019) research study shows that this is simply the nature of the sector, which is to facilitate the regular availability of essential commodities to the regular populace, including general commerce and consumables. They go on to state that in an effort to match growing demands for grocery stores and to achieve a competitive edge (Singh & Rosengren, 2020;G€ usken et al, 2019;Chikazhe, Jecha, Nyagadza, Bhebhe, & Manyeruke, 2022b), merchants have shifted to ICTs including e-commerce to achieve a more convenient purchase and sale of goods and services (Johnson & Tiko, 2019;Kureshi & Thomas, 2019). Many companies in the retail sector have benefited from e-commerce in terms of data sharing, responsiveness to customers and supply chain efficiency, while customers have benefited from the convenience of shopping online at any moment of the day (Vakulenko et al, 2019).…”

Section: Online Retail Grocery Shoppingmentioning

confidence: 99%

“…It has been shown that easy access to brick-and-mortar stores reduces the frequency of online purchases; perhaps, then, online shopping loses some of its appeal if physically visiting brickand-mortar stores does not require much effort and products can be experienced directly with one's senses relatively easily (Farag, Schwanen, Dijst, & Faber, 2007;Chikazhe et al, 2022b).…”

Section: Accessibility (Acc) and Attitude (Att)mentioning

confidence: 99%

“…In the context of business-toconsumer e-commerce, the aforementioned research empirically evaluated the construct of online buying convenience. Concentration in prior research was on the processes by which online shoppers should carry out the actions required to purchase products or services online (Chikazhe et al, 2022b), and establishment of a rigorous assessment instrument for online shopping convenience that links convenience to ATT (Jiang et al, 2013). As a result of the above empirical evidence, we propose the following hypothesis:…”

Section: Convenience (C) and Attitude (Att)mentioning

confidence: 99%

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Factors influencing re-usage intention of online and mobile grocery shopping amongst young adults in South Africa

Ligaraba

Nyagadza

Dӧrfling

et al. 2022

AGJSR

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PurposeThis study investigates the factors influencing re-usage intention of online and mobile grocery shopping among young adult consumers in South Africa.Design/methodology/approachData were collected from selected young adult participants using a stratified probability sampling strategy. Smart PLS was used to analyse the data.FindingsThe findings of the study indicate that perceived usefulness (PU), peer review (PR) and attitude (ATT) positively influence continuance intention (CI).Research limitations/implicationsIn line with the available literature, there are few prior post-adoption studies that delineate the influence of individual characteristics on digital commerce usage activities. There is high mobile penetration as a result of positive digital commerce and mobile application usage and adoption, creating the need to investigate and better understand the drivers behind, not just adoption and usage, but continued use of digital commerce platforms and applications. Since the sample size is relatively small, further future research studies can test the same model with bigger sample sizes to assess generalisability of the results in different locations.Practical implicationsThis study adds to the current literature by concentrating on the extent to which systems and marketing elements influence young adult customers' intention to continue using online and mobile grocery shopping platforms in South Africa.Originality/valueThe study adds value from a theoretical standpoint, contributing to the antecedent factors of the technology acceptance model (TAM), theory of reasoned action (TRA) and stimulus-organism-response (S-O-R) model and giving marketing academics insights into what aspects drive re-use of online and mobile grocery shopping and on what should be the focus.

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Section: Online Retail Grocery Shoppingmentioning

confidence: 99%

Section: Accessibility (Acc) and Attitude (Att)mentioning

confidence: 99%

Section: Convenience (C) and Attitude (Att)mentioning

confidence: 99%

See 1 more Smart Citation

Factors influencing re-usage intention of online and mobile grocery shopping amongst young adults in South Africa

Ligaraba

Nyagadza

Dӧrfling

et al. 2022

AGJSR

View full text Add to dashboard Cite

show abstract

“…According to business management literature (Faith, 2018;Feng et al, 2022;Haripersad and Sookdeo, 2018;Li et al, 2019), despite the need to improve customer retention in order to advance organisational performance, other elements must be included to reinforce the relationship. Service quality and ICT are critical in business management especially within the retail industry (Chikazhe et al, 2022a, b;Denner et al, 2022;Morgan et al, 2020;Salamova et al, 2021;Souiden et al, 2019). About the moderating effects of ICT on the effect of customer retention on perceived service quality and organisational performance, there is little empirical literature.…”

Section: Discussionmentioning

confidence: 99%

“…Customer retention is becoming an increasingly important managerial strategy, particularly in the context of saturated markets (Chikazhe et al. , 2022a, b).…”

Section: Introductionmentioning

confidence: 99%

Promoting perceived service quality and organisational performance through customer retention strategies: the moderating role of ICT

Lovemore,

Chavunduka,

Chinofunga

et al. 2023

EJMS

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PurposeThe major objective of the study is to investigate the effect of selected customer retention strategies (fair pricing, online marketing and frequent communication) on perceived service quality and organisational performance within the retail sector in Zimbabwe. Also, the study sought to understand the moderating role of ICT on the effect of customer retention strategies on perceived service quality and organisational performance.Design/methodology/approachA cross-sectional survey of 280 employees within Zimbabwe's retail sector was adopted and respondents were selected using simple random sampling method. A structured questionnaire with Likert type questions was used to gather data.FindingsThe study findings indicate that the performance of organisations within the retail sector is influenced by superior service quality, selected customer retention strategies and also moderated by the use of ICT.Originality/valueThe study contributes to the business management body of knowledge by assessing the effect of selected customer retention strategies (fair pricing, online marketing and frequent communication) on perceived service quality and organisational performance within the retail industry of an emerging economy. The study is also unique in that it used ICT to moderate the effect of selected customer retention strategies on perceived service quality and organisational performance.

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Buttressing customer relationship management through digital transformation: perspectives from zimbabwe’s commercial banks

Kaondera

Chikazhe

Munyimi

et al. 2023

Cogent Social Sciences

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Mediators of the effect of corporate social responsibility on product uptake: insights from the insurance sector in Harare, Zimbabwe

Cited by 4 publications

References 0 publications

Factors influencing re-usage intention of online and mobile grocery shopping amongst young adults in South Africa

Factors influencing re-usage intention of online and mobile grocery shopping amongst young adults in South Africa

Promoting perceived service quality and organisational performance through customer retention strategies: the moderating role of ICT

Buttressing customer relationship management through digital transformation: perspectives from zimbabwe’s commercial banks

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