Relationships and impacts of perceived CSR, service quality, customer satisfaction and consumer rights awareness

Bello, Kamarudeen Babatunde; Jusoh, Ahmad; Nor, Khalil Md

doi:10.1108/srj-01-2020-0010

Cited by 67 publications

(50 citation statements)

References 61 publications

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“…Furthermore, findings from a study in Nigeria by K. B. Bello et al (2020) confirmed that consumers with higher knowledge of rights have a higher tendency to favourably appraise the product/ services and to repeat purchase from a company perceived to be compliant, mostly in corporate social responsibility issues. Therefore, it is logical to assume that:…”

Section: Research Hypothesesmentioning

confidence: 94%

“…A similar study in Nigeria showed that consumers with high knowledge of rights tend to prefer products or services and to repeatedly buy from a company perceived to be compliant, mostly in corporate social responsibility issues (K. B. Bello et al, 2020).…”

Section: Implications For Theorymentioning

confidence: 98%

“…K. B. Bello et al (2020) posit that consumers with higher knowledge of rights will be in a better position to make evaluative judgments about a firm and its products/services. Furthermore, consumers will exhibit a high degree of satisfaction and continue to patronize the firm if indeed the firm is concerned about consumer rights.…”

Section: Consumer Rights Awarenessmentioning

confidence: 99%

“…Furthermore, marketers also consider the intention to repurchase a particular product as an important performance outcome since it is more of a continuance intention, as opposed to a new purchase decision (K. B. Bello et al, 2020;Khan et al, 2015). Although consumer attitude encompasses consumer intention, in theory, many studies have treated consumer attitude and consumer intention as separate constructs albeit related to each other (e.g., Ali et al, 2011;Ashton & Scott, 2011;Hong & Cho, 2011;Yeung & Leung, 2007).…”

Section: Purchase Intentionmentioning

confidence: 99%

See 3 more Smart Citations

The effect of consumer rights awareness on attitude and purchase intention in the hotel industry: Moderating role of demographic characteristics

Makanyeza

Svotwa

Jaiyeoba

2021

Cogent Business & Management

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This study examines the effect of consumer rights awareness on consumer attitude and consumer intention, the effect of consumer attitude on consumer intention, and the moderating effects of gender, age and education on the effect of consumer rights awareness on both consumer attitude and intention. Using data from a sample of 366 hotel guests, the study employs structural equation modelling and moderated regression analysis to test the research hypotheses. Results indicate that consumer rights awareness has a positive effect on both consumer attitude and intention while consumer attitude has a positive effect on consumer intention. Results further indicate that education moderates the effect of consumer rights awareness on both consumer attitude and intention while gender and age do not. The study is among the pioneers to examine the effect of consumer ABOUT THE AUTHORS Charles Makanyeza is a senior academic, researcher and consultant who commands respect among his peers. Among many educational qualifications, he holds a PhD in Marketing from the University of KwaZulu-Natal, South Africa. He is an Associate Professor of Marketing and Strategy at the Namibia Business School, University of Namibia. His research areas of interest include marketing, strategy and quantitative research.

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Section: Research Hypothesesmentioning

confidence: 94%

Section: Implications For Theorymentioning

confidence: 98%

Section: Consumer Rights Awarenessmentioning

confidence: 99%

Section: Purchase Intentionmentioning

confidence: 99%

See 2 more Smart Citations

The effect of consumer rights awareness on attitude and purchase intention in the hotel industry: Moderating role of demographic characteristics

Makanyeza

Svotwa

Jaiyeoba

2021

Cogent Business & Management

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“…How salespeople handle the purchase? And the role price discounting plays in it are two important factors for price delegation (Bello et al, 2020). In price delegation, a salesperson can offer a discount to a customer based on his previous knowledge of the market (Curina et al, 2020).…”

Section: Literature Review and Theoretical Frameworkmentioning

confidence: 99%

Moderating Effects of Retail Operations and Hard-Sell Sales Techniques on Salesperson’s Interpersonal Skills and Customer Repurchase Intention

Muzumdar

Basyal

Vyas

2020

jmr

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Salesperson’s interpersonal skills have always played an important role in influencing various stages of customer’s purchase decision. With the increase in retail outlets and merchandisers, retail operations have taken a pivotal role in influencing the salesperson’s sales practices and customer’s purchase decisions. This study tries to examine the influence of salesperson’s interpersonal skills and retail operations on customer repurchase. A salesperson’s interpersonal skills are the trained and tacit competencies that a salesperson employs to improve customer relationships and sales. Many organizations prefer skill training as a strategic approach to increase sales. Though successful in its objective, salesperson’s skill training fails to attract repetitive purchases. It has become a necessity to train frontline employees to better understand customer needs, keeping in mind the firm’s ultimate objective. This study examines the negative influence of retail operations on the relationship between salesperson’s interpersonal skills and customer repurchase. The findings suggest that retail operations significantly moderate the relationship between salesperson’s interpersonal skills and customer repurchase. We also find that long wait times and disorganized stores play a significant moderating role in negatively influence customer repurchase. This study has important implications for retailers and sales managers.

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Paradoxes, challenges, and opportunities in the context of ethical customer experience management

Velasco,

Reinoso‐Carvalho,

Barbosa Escobar

et al. 2024

Psychology and Marketing

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This article examines paradoxes, challenges, and opportunities in the context of ethical customer experience management. Central to this discussion are different stakeholders such as firms, customers, policymakers, regulators, and society at large, as well as key issues associated with them. Firms aim to design and manage compelling experiences using customer data but face challenges balancing cost, customization, ethical concerns, and fairness in customer experience management. Customers should be encouraged to reflect on whether to share personal information for customized experiences, as well as on how far their responsibility goes in ensuring critically informed decision‐making. Policymakers and regulators must integrate the views of various stakeholders into policies and guidelines that promote a healthy society. Importantly, the digitization of customer experience has given rise to unprecedented ethical concerns related to the prospect of ‘programming’ these experiences. The shrinking temporal and spatial distance between stimuli, customer action, data footprint, and tracking poses significant reflections and dilemmas for both customers and firms. In this context, it is essential to determine ethical reflections and guidelines for customer experience design and management. We argue that firms should involve customers in assessing the implications of their experiences, while policymakers should facilitate the involvement of all stakeholders (including firms, customers, regulators, academics, and NGOs) to create an ongoing, healthy dialogue. This dialogue should guide a continuing debate aimed at evaluating the implications of specific actions in customer experience management.

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Relationships and impacts of perceived CSR, service quality, customer satisfaction and consumer rights awareness

Cited by 67 publications

References 61 publications

The effect of consumer rights awareness on attitude and purchase intention in the hotel industry: Moderating role of demographic characteristics

The effect of consumer rights awareness on attitude and purchase intention in the hotel industry: Moderating role of demographic characteristics

Moderating Effects of Retail Operations and Hard-Sell Sales Techniques on Salesperson’s Interpersonal Skills and Customer Repurchase Intention

Paradoxes, challenges, and opportunities in the context of ethical customer experience management

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