Psychological antecedents of consumer trust in CRM campaigns and donation intentions: The moderating role of creativity

Thomas, Sujo; Jadeja, Ashwin

doi:10.1016/j.jretconser.2021.102589

Cited by 33 publications

(30 citation statements)

References 76 publications

Supporting

Mentioning

Contrasting

Unclassified

Order By: Relevance

“…Through this, it affects the intention to donate and confirms the continuity of donations [70]. The factors that influence trust in the fundraising institution are faithful communication, gratitude, a sincere response posture, organizational intention, individualized management, the presentation of the organization's vision, and the decision on how to use donations [71].…”

Section: Donation and Trustmentioning

confidence: 97%

Online Donation Attitude and Satisfaction with Simple Mobile Payments: A Case of the Korean Red Cross

Kim

2021

Societies

View full text Add to dashboard Cite

COVID-19 and the fourth industrial revolution have rapidly changed our society into an overall contactless one. As smartphones become more popularized, donation methods are shifting to online activities that are beyond the traditional methods. In such a contactless society, mobile payment services are emerging as an innovative payment method. However, donation consolidation and persistence are lacking in online donation marketing and other online situations. This study empirically examines the effects of personal factors (unselfishness, self-esteem, and social norms) and technical factors (perceived usefulness, ease of use, and perceived behavioral control) on donation trust, attitude, and satisfaction if donations were made through a simple mobile payment system. To this end, an online questionnaire survey was carried out on donors using the Korean Red Cross’ simple mobile payment service. By collecting 250 data samples, this study verified hypotheses. As a result of the analysis, social norms under the personal factors were significant, but unselfishness and self-esteem did not affect donors. The perceived usefulness and ease of use, which are technical factors, positively affected trust in donation, but the perceived behavioral control was not significant. Consequently, intrinsic behavioral influence factors such as personal unselfishness, self-esteem, or behavioral control did not significantly affect donation behavior, in contrast with traditional donation methods.

show abstract

Section: Donation and Trustmentioning

confidence: 97%

Online Donation Attitude and Satisfaction with Simple Mobile Payments: A Case of the Korean Red Cross

Kim

2021

Societies

View full text Add to dashboard Cite

show abstract

“…Additionally, the commercialization of NPOs harm CRM (Dahl and Lavack, 1995) and trust is considered to play a significant role in influencing consumers' intentions to support an organization adopting a social cause (Thomas and Jadeja, 2021). In the CRM context, TRCC (for the national brand) was found to have a significant positive impact on ID (Thomas and Jadeja, 2021). However, there is no direct empirical evidence for CRM associated with private-label brands.…”

Section: Intention To Donate Money To Non-profit Organizationmentioning

confidence: 99%

“…SBR 18,3 Dang et al (2020a) have anchored social identity theory to understand the employment of CSR strategy by businesses to enhance behavioural intentions. CRM is considered one of the major forms of corporate giving by businesses under the umbrella of CSR (Thomas and Jadeja, 2021). In this study, social identity theory is outlined as a link between trust in the CRM phenomenon and its influence on donation intention.…”

Section: Introductionmentioning

confidence: 99%

Private-label grocery buyers’ donation intentions and trust in CRM campaigns: an empirical analysis by employing social identity theory

Thomas

Patel

Bhatt

2022

SBR

Self Cite

View full text Add to dashboard Cite

Purpose Businesses embark on corporate social responsibility initiatives such as cause-related marketing (CRM) as a strategy to enhance behavioural intentions. This study was undertaken due to the limited ability of the existing CRM literature to directly examine whether and how consumers’ trust affects the donation intention, specifically in the private-label grocery retailing context. This study employs social identity theory as a unified theory to explain the variables adopted and contributes to the body of knowledge on CRM-linked private-label consumption. Design/methodology/approach This study used SPSS 25 and AMOS to analyse the quantitative data. The structural equation modelling was adopted to test moderation and mediation effect and the sample consisted of 456 private-label grocery shoppers. Findings The findings of this study established that general trust in CRM alone would not translate into triggering donation intentions for CRM private-label brands and further validates the mediating role of trust in retailers’ CRM campaigns (TRCC) in shaping monetary donation intentions. Moreover, religious values confirmed a significant moderating role while translating TRCC to donation intention. Research limitations/implications The limitation of this study was the restricted focus on private labels. This research may be limited to only one private-label packaged product but may focus on other private-label products in future research. Practical implications This study has practical significance for advertising managers in designing and implementing campaigns. More specifically, it establishes that consumers who trust the CRM phenomenon and seek private-label products associated with CRM campaigns are likely to provide monetary donations towards non-profit organization (NPOs). Originality/value This information will help practitioners, including grocery retailers, NPO managers and advertising professionals, design effective CRM campaigns for private-label products by understanding the fundamental relationship between trust in CRM campaigns and monetary donation intentions.

show abstract

“…Today, closer communication with the customer is done more through the Internet (Alam, Al Karim, & Habiba, 2021), and contact and presence in stores and retailers have become much less (Chatterjee, Rana, Tamilmani, & Sharma, 2021;Gautam, 2018). Therefore, how to connect with customers affects income, profitability, and value has become a factor for competition (Pantano, Priporas, & Dennis, 2018a;Szmigin, Canning, & Reppel, 2005;Thomas & Jadeja, 2021). Online retailing aims to achieve a growing relationship that involves more customer satisfaction and a demand for increased service volumes (Aminoff & Hakanen, 2018;Kosiba, Boateng, Okoe Amartey, Boakye, & Hinson, 2018;Richards, Hamilton, & Empen, 2016).…”

Section: Research Model and Hypothesesmentioning

confidence: 99%

Efficient customer relationship management systems for online retailing: The investigation of the influential factors

Latifi

Ebrahimi

Ranjbaran

et al. 2022

Journal of Management & Organization

View full text Add to dashboard Cite

In business processes, gaining customer satisfaction is vital for online retailing. In this way, it is necessary to identify the important factors for attracting and retaining customers in online retailing. Many factors are involved in efficient customer relationship management (CRM) systems. Their efficient implementation needs a deep focus on key customers, proper organization, knowledge management, technology, market, sales, ordering, support, and many other factors. Therefore, this paper examines the effective factors (including innovation management, market knowledge, competitive intelligence, entrepreneurship management, stakeholder management, project management, and business project management) on the efficiency of the CRM systems for online retailing. The data were collected from Digikala employees in Iran. Based on Morgan's table (Table A2 (Appendix)), 248 samples were randomly selected, and questionnaires were sent to employees, where 234 were fully answered. Research data and assumptions were evaluated using SPSS and PLS software. Research findings showed that innovation management (ß = .390, t = 6.426, p < .001), market knowledge (ß = .296, t = 4.864, p < .001), and competitive intelligence (ß = .115, t = 2.190, p < .005) directly impact the efficient CRM systems for online retailing. Stakeholder management (ß = .283, t = 9.713, p < .001), project management (ß = .229, t = 5.458, p < .001), and business project management (ß = .544, t = 11.351, p < .001) are also effective through the mediator variable of entrepreneurial management (ß = .143, t = 2.314, p < .005) on the efficient CRM systems for online retailing.

show abstract

Psychological antecedents of consumer trust in CRM campaigns and donation intentions: The moderating role of creativity

Cited by 33 publications

References 76 publications

Online Donation Attitude and Satisfaction with Simple Mobile Payments: A Case of the Korean Red Cross

Online Donation Attitude and Satisfaction with Simple Mobile Payments: A Case of the Korean Red Cross

Private-label grocery buyers’ donation intentions and trust in CRM campaigns: an empirical analysis by employing social identity theory

Efficient customer relationship management systems for online retailing: The investigation of the influential factors

Contact Info

Product

Resources

About