Search Results (131)

Postal services have re-emerged across numerous emerging economies worldwide as essential logistics providers, harnessing their vast coverage and dependability in the face of expanding e-commerce platforms and technological innovations. This study investigates India Post, one of the largest postal networks globally, to determine the key logistics service parameters prioritized by customers in southern India. Quantitative data obtained from 255 India Post end-users were evaluated using the logistics service quality (LSQ) scale, assessing eight dimensions including information quality, timeliness, ordering procedure, order accuracy, order condition, personal contact quality, order discrepancy handling, and order release quantities. The Analytical Hierarchy Process (AHP) ranked these elements, while Quality Function Deployment (QFD) bridged customer expectations with service improvements. The findings highlight the need to improve sorting and distribution processes to meet customer demands for timely, high-quality delivery. By refining logistics efficiency, this study provides suggestions and recommendations for boosting satisfaction and profitability, shedding light on service-led economic advancement for postal services in emerging economies. These insights equip postal service providers to cultivate loyalty and maintain competitiveness within the dynamic logistics landscape. Full article

The study investigates how information asymmetry affects customer satisfaction in the tourism industry by examining trust and perceived value as mediating factors. The research implements an integrated model to test and prove information asymmetry’s direct and mediating effects on customer satisfaction by examining the literature gap. The research used a quantitative approach based on opinion polls distributed to 408 customers of hotels, tourism companies, and travel agencies who were in Egypt. SmartPLS 3 software implemented the data analysis process using partial least squares structural equation modeling (PLS-SEM). Previous studies have developed scales to measure information asymmetry and its related constructs, including customer trust, perceived value, and customer satisfaction. Multiple tests showed that the measurement tools possess both reliability and validity. Results strongly support all hypotheses: information asymmetry demonstrated significant direct negative effects on customer satisfaction (β = −0.187), trust (β = −0.520), and perceived value (β = −0.453). Conversely, customer satisfaction received significant positive direct effects from both trust (β = 0.273) and perceived value (β = 0.263). Importantly, trust (indirect effect β = −0.142) and perceived value (indirect effect β = −0.119) acted as powerful mediators, confirming that information asymmetry diminishes satisfaction largely by eroding these crucial factors. Crucially, the results demonstrate that the negative impact of information asymmetry on customer satisfaction is significantly mediated jointly through two parallel pathways: the erosion of customer trust and the impairment of perceived value. The research adds theoretical support to information asymmetry theory with its findings while also extending trust theory, perceived value theory, and expectancy disconfirmation theory in the field of e-commerce. E-commerce entities must establish clear communication to gain customer trust and create perceived value that helps compensate for information asymmetry to create enhanced customer loyalty and superior market position. Full article

Considering social media’s expansion worldwide, marketing academics and marketers emphasize the need to consider electronic word of mouth (eWOM) for strategic marketing decisions. However, there is limited research regarding the ways in which male and female consumers engage in eWOM behaviors. This research aims to explore the gender-specific dynamics of eWOM drivers in social media marketing, by validating a proposed model of key predictors for two samples (of female and male respondents). Data were gathered from two samples of social media users. For this empirical research, we integrated structural equation modeling and an artificial neural network (PLS-SEM-ANN) for a comprehensive approach intended to generate practical and theoretical insights for eWOM. Hypothesis testing reflected contrasting results—for female respondents, the key eWOM drivers were customer participation, involvement, loyalty, and customer satisfaction; whereas, for male respondents, the key predictors were brand familiarity, loyalty, and satisfaction. The significant variables supported by SEM were included in ANN models as input neurons, showcasing nonlinear relationships among constructs for both samples. Thus, this research provides theoretical contributions regarding eWOM, gender assessments, and the social media marketing literature. From a practical perspective, this study advances targeted social media marketing strategies to enhance consumer–brand interactions. Full article

Front distribution centers are extensively employed in E-commerce distribution networks to shorten the delivery time, thereby stimulating customers’ purchase intentions and enhancing customer loyalty. When a customer places an order, the designated front distribution center quickly processes it to ensure prompt delivery. If the front distribution center is out of stock, the order will be fulfilled by its corresponding regional distribution center, which will result in a longer delivery time. Once the regional distribution center is also out of stock, a lost sale occurs. This paper improves a distributionally robust allocation model aimed at enhancing the fulfillment rates of front distribution centers while also preserving the overall fulfillment rate within the region. We reformulate this distributionally robust allocation model into an equivalent mixed-integer linear programming model and develop a corresponding approximation algorithm. Through numerical experiments, we comprehensively reveal the impact of moment information in demand forecasting on the distributionally robust fulfillment rate improvement algorithm by discovering how demand forecasting influences the allocation rule and how forecasted variance influences the fulfillment rates at fixed or changing inventory levels. Full article

In the contemporary and dynamic business landscape, the establishment of a loyal customer base is a fundamental imperative for long-term organizational viability. This research undertakes a comprehensive exploration into the formation of customer loyalty within the niche of pet-related vertical e-commerce, focusing on South Korea, and leverages advanced machine learning methodologies. We identify key factors that significantly impact customer loyalty development using various machine learning models, including logistic regression analysis, decision trees, support vector machines, random forests, and XGBoost. Our empirical study shows that encouraging customer transactions plays a crucial and transformative role in building loyalty regardless of the day of the week. Furthermore, the strategic promotion of mobile application notifications and the active encouragement of customer participation through product reviews are indispensable strategies for strengthening and solidifying customer loyalty. These findings have crucial implications not only for enterprises within the pet-related e-commerce sector but also for the broader e-commerce domain. We hereby propose a methodology to identify loyal customers and systematically analyze the key factors that influence their formation using machine learning in the vertical e-commerce pet industry. Full article

This study examines how participation in the Thessaloniki International Fair (T.I.F.) influences exhibitors’ satisfaction and loyalty toward the host city of Thessaloniki. It investigates factors such as event organization, logistical support, business networking opportunities, and exhibitors’ interactions with local infrastructure and services. Using social exchange theory (S.E.T.) as a framework, this research investigates how positive exchanges, including cultural experiences, local hospitality, and professional interactions at the fair, drive destination loyalty. A mixed-methods approach was used, combining quantitative surveys and qualitative interviews with German exhibitors, to capture comprehensive insights into the factors shaping their perceptions. Results indicate high satisfaction with Thessaloniki’s cultural and culinary offerings, with local hospitality emerging as a significant factor in fostering emotional connections and loyalty intentions. However, transportation and accessibility were identified as areas for improvement, as these logistical issues detract from the overall experience and impose perceived ‘costs’ within the exchange. The findings highlight these factors’ roles in shaping destination loyalty and offer actionable recommendations for improving exhibitor experiences. The findings emphasize the broader implications for urban development, highlighting how trade fairs can serve as catalysts for city branding and infrastructural improvements, thereby strengthening Thessaloniki’s position in the competitive M.I.C.E. tourism sector. Full article

Based on Hirschman’s theory of loyalty and Packer’s normative conflict model, the present study examined the roles of organizational identification in the voice emergence and reaction processes, wherein individuals provide voice and receive evaluations for their voice behavior, respectively. Using a survey method, data were collected from 455 cadets and their supervisors at a military educational institute in South Korea, who live and work together under an honor-based organizational system that encourages voice behavior through formal and informal channels. Structural equation modeling (SEM) was used for hypothesis testing. Our findings from multi-source data demonstrated that, when controlling for two social exchange variables (i.e., leader–member exchange and perceived organizational support), organizational identification not only increases voice behavior but also strengthens the positive relationship between voice behavior and supervisor performance evaluations. Specifically, voice behavior has a positive relationship with performance appraisal only when organizational identification is high. Theoretical and practical implications of the findings and directions for future research are discussed. Full article

This study examines the collaborative impact of Customer Relationship Management (CRM) between shopping mall management and retailers on customer traffic. Through a multiple case study involving 30 interviews with managers from various traditional shopping malls and factory outlets, the research highlights how tailored CRM strategies, such as tenant mix, accessibility, and customer engagement, foster customer satisfaction and loyalty, ultimately affect performance. Mall management focuses on attracting visitors by building a strong mall image and creating partnerships, whereas retailers emphasize customer retention through loyalty programs and personalized services. The study finds that proactive, collaborative CRM efforts, such as setting shared objectives and aligning strategies, significantly enhance customer experience and mall performance. However, existing CRM measurement systems often overlook the integrated nature of mall and retailer relationships, limiting the assessment of CRM outcomes. This research proposes an integrated model to assess CRM effectiveness across multiple organizational levels, providing insights into optimizing CRM policies to drive customer satisfaction, retention, and mall success. Limitations include the study’s focus on physical malls, with future research suggested to explore CRM adaptations bridging physical retail and e-commerce environments. Full article

Consumer experiences with cultural fashion for special events often involve heightened expectations, with satisfied customers typically demonstrating increased brand engagement and loyalty. Traditional cultural attire, such as the Chinese Qipao, is widely recognized as quintessential for expressing cultural identity and fashion sensibility, particularly for weddings and other significant life events. Understanding these consumer experiences is crucial for cultural fashion brands seeking to expand their customer base by strategically enhancing consumer satisfaction through providing innovative features. This study, which examines customer experiences with hybrid customized high-end Qipaos for weddings using the integrated customer value framework, seeks to identify value dimensions that lead to satisfied customers. LDA and thematic analyses reveal three predominant themes. Specifically, the theme of “style”, reflecting esthetic values, emerged as the most influential factor and drives customer satisfaction, favorable word of mouth, and referrals. The theme of “fit”, representing performance values, was identified as a basic product feature and functions as a dissatisfier that customers take for granted when customizing high-end traditional cultural attire. This study used a dictionary-based analysis to examine consumers’ price, service, and traditional element preferences. This study proposes a five-dimensional value framework for assessing the high-end expressive fashion customization processes and experiences from a customer value perspective. The findings theoretically expand consumer value theory within customized consumption and offer practical recommendations for e-commerce brands and customization enterprises, aiming to enhance customer satisfaction. Full article

Not much is known about the forces of the Hyksos, 15th Dynasty rulers of the Second Intermediate Period in Egypt. This was a time when Egypt and Nubia were divided between several competing royal houses and corresponding dynasties, e.g., the 14th and 15th Dynasty in Lower Egypt, 16th and 17th Dynasty in Upper Egypt, as well as the Kushite kingdom in Nubia. Loyalty to any of these polities was not based on ethnic identity. Forces of different ethnicities could pledge loyalty to any of the competitors. Bearing in mind the multi-ethnic population on the territory under the Hyksos rule, this article discusses the reality behind ideologically colored Theban representations of the Hyksos forces as consisting solely of foreigners. Starting from the premise that royal artistic production is deeply entangled with power in ancient Egypt, this article analyzes the ways private and royal inscriptions as well as literary and visual representations were employed to construct the cultural memory of the Second Intermediate Period which privileged the experience of Theban victors and degraded the experience of their rivals. Full article

This study presents and examines a more rigorous theoretical model for the relationships among e-service quality (e-SQ), trust, reputation, and e-loyalty in the online travel context, with the latter variables considered simultaneously and with reputation assumed to moderate the effect of e-SQ on both trust and loyalty. The model was tested using the two-step approach of the product method in partial least squares structural equation modelling (PLS-SEM) using data from 257 U.S. respondents who had used travel websites for information search and booking in the 12 months prior to the study. Results revealed that e-SQ positively influenced e-loyalty both directly and indirectly (through trust); however, the effect of e-SQ on e-loyalty is negatively moderated when website reputation is high/positive. These results provide a better understanding of the way e-SQ, trust, and reputation influence e-loyalty in online travel when modelled accurately. Full article

This article examines Tourist eXperience (TX) and cultural factors from the perspective of Customer eXperience (CX). TX is understood to be the interactions with and responses of tourists to the products, systems, and services provided by organizations they engage with before, during, and after their trip, which significantly impact their experience and thus their satisfaction and loyalty. Considering cultural factors allows us to understand how the values and beliefs of tourists and their destinations relate to and affect TX. Based on this understanding, this research conducted an exhaustive review of the literature in the databases of Scopus, Web of Science, and Science Direct from 2012 to 2024, identifying 45 publications directly related to the following research questions: (1) What is TX? (2) What dimensions/attributes/factors influence TX? (3) What methods are used to evaluate TX? (4) How is culture analyzed in TX? We found a holistic definition of TX that corresponds to a subjective perception developed before, during, and after the trip, influenced by both the tourist’s culture and the destination. The most used evaluation methods for data collection were questionnaires/surveys and interviews. Additionally, it is important to understand the significance of culture in TX, as cultural clashes can generate both positive and negative perceptions in tourists. Full article

The aim of this study is to investigate the impact of e-service quality on customer loyalty with customer satisfaction as a mediator in the small and medium-sized business sector in Nigeria. The dimensions investigated in this study are reliability, web design, trust, empathy, convenience, and cultural inclusion. To the best of the researchers’ knowledge, there has not been any research done on this subject investigating the above dimensions among Nigerian SMEs across various cultural groups. Therefore, this study fills this gap by investigating the impact of culture, web design, trust, empathy, convenience, and reliability on SMEs. A questionnaire was used for the purpose of the study to collect primary data. Four hundred and ninety-two responses were obtained from the respondents, who were age 20 and above. The survey was carried out online across the four major poles of Nigeria (east, west, north, and south) because of their varying and distinct cultural background. The data collected were analyzed using SPSS 28, Smart PLS 4 and AMOS 29 for descriptive analysis and structural equation modeling to test the research model. The results showed that the service quality dimensions have a positive significant impact on customer satisfaction and also show that customer loyalty is positively impacted by customer satisfaction. Full article

The integration of the Internet of Things (IoT) and Distributed Computing Systems (DCS) is transforming business models across industries. IoT devices allow immediate monitoring of equipment and processes, mitigating lost time and enhancing efficiency. In this case, manufacturing companies use IoT sensors to monitor machinery, predict failures, and schedule maintenance. Also, automation via IoT reduces manual intervention, resulting in boosted productivity in smart factories and automated supply chains. IoT devices generate this vast amount of data, which businesses analyze to gain insights into customer behavior, operational inefficiencies, and market trends. In turn, Distributed Computing Systems process this data, providing actionable insights and enabling advanced analytics and machine learning for future trend predictions. While, IoT facilitates personalized products and services by collecting data on customer preferences and usage patterns, enhancing satisfaction and loyalty, IoT devices support new customer interactions, like wearable health devices, and enable subscription-based and pay-per-use models in transportation and utilities. Conversely, real-time monitoring enhances security, as distributed systems quickly respond to threats, ensuring operational safety. It also aids regulatory compliance by providing accurate operational data. In this way, this study, through a Bibliometric Literature Review (LRSB) of 91 screened pieces of literature, aims at ascertaining to what extent the aforementioned capacities, overall, enhance business models, in terms of efficiency and effectiveness. The study concludes that those systems altogether leverage businesses, promoting competitive edge, continuous innovation, and adaptability to market dynamics. In particular, overall, the integration of both IoT and Distributed Systems in business models augments its numerous advantages: it develops smart infrastructures e.g., smart grids; edge computing that allows data processing closer to the data source e.g., autonomous vehicles; predictive analytics, by helping businesses anticipate issues e.g., to foresee equipment failures; personalized services e.g., through e-commerce platforms of personalized recommendations to users; enhanced security, while reducing the risk of centralized attacks e.g., blockchain technology, in how IoT and Distributed Computing Systems altogether impact business models. Future research avenues are suggested. Full article

This study examines the relationships between socio-demographic factors, purchase frequency, internet expertise, and unethical return behavior in apparel e-commerce, with a particular focus on the act of wardrobing—wearing and then returning used apparel. The research involved a survey of 1026 online apparel consumers from Portugal and the Czech Republic. The results show that frequent buyers, internet-savvy users, women and younger e-consumers report more satisfactory return experiences. However, several e-consumers engage in wardrobe shopping, with higher rates observed among males, internet-savvy users and youth. There are differences between the countries studied: in the Czech sample, men and advanced internet users are more likely to engage in wardrobing, while in the Portuguese sample, it is more prevalent among younger e-consumers. The results also document that, overall, men are seven times more likely to practice unethical return, while increasing age decreases the likelihood. The originality of the study lies in its approach and findings, which contribute to the understanding of post-purchase behavior and moral hazards in e-commerce and highlight the need for retailers to balance return policies that prevent abuse while maintaining customer satisfaction. Recommendations are made for improving loyalty programs and personalizing the e-shopping experience to minimize returns and promote ethical consumer behavior. Further research is suggested to develop these findings and improve return management in apparel e-commerce. Full article