1. Investigating the impact of resilience, responsiveness, and quality on customer loyalty of MSMEs : empirical evidenceNourhan Ahmed Saad, Sara El Gazzar, Sonja Mlaker Kač, 2022, original scientific article Abstract: Due to the importance of the micro, small, and medium-sized enterprises (MSMEs) sector and the negative implications of COVID-19, which resulted in decreasing resource availability, shortages of supply, declining consumer demand and requirements, and a lack of consumer satisfaction and loyalty, this research investigates the impact of resilience, responsiveness, and quality on customer loyalty in MSMEs. An online questionnaire was conducted on MSMEs’ end consumers in the Egyptian context. The analysis was conducted through Amos and SPSS, and the research hypotheses were tested through covariance-based structural equation modelling for 891 valid questionnaires. The findings exposed that there is a positive significant impact for operational resilience (flexibility and technology adoption), responsiveness (delivery fulfillment and speed and after-sale service), and product/service quality on customer loyalty in terms of behavioral, attitudinal dimensions. It contributes to understanding how MSMEs could enhance their sustainable performance (resilience, responsiveness, quality) to reach better customer loyalty. This research presents insights on how the MSMEs sector can adapt to the dynamic business environment in terms of COVID-19 crisis and consumer behavior, which has changed the nature and needs of the market and consumers. In addition, this research extends the theories of Resource-Based View (RBV), Dynamic Capability View (DCV), and Theory of Consumption Value (TCV) in an empirical contribution through filling the gap in understanding consumers’ needs in terms of resilience, responsiveness, and quality.
Keywords: responsiveness, resilience, quality, Egypt, customer loyalty, micro enterprises, small enterprises, mediumsized enterprises
Published in DKUM: 04.07.2024; Views: 124; Downloads: 17
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2. Mobile wallets' business models : refining strategic partnershipsUschi Buchinger, Heritiana Ranaivoson, Pieter Ballon, 2015, original scientific article Abstract: Background and Purpose: Though Mobile Wallets have the potential to entirely substitute their physical predecessor, many Mobile Wallets narrow their operations to one particular feature. This might be because of strategic business- model design choices to position themselves strategically as intermediates between users and business partners (third parties) in more delimited markets. Thus, Mobile Wallet Applications (MWAs) often represent platforms in narrow two-sided market structures.
Design/Methodology/Approach: The paper focuses on the economics of such platforms by the means of a business model analysis. It examines how business partners are integrated in four MWAs’ strategies: Key Ring, FidMe, Apple Passbook and Qustomer.
Results: The paper shows that MWAs strive to incorporate not only a large quantity of partners but also such with a high brand value (quality of partners) in their organization design. These partners shape their service design since none of the platforms offer products or services themselves. Hence, MWAs are dependent on the third parties’ capacity and willingness to fulfill engagements and meet the customer demands.
Conclusion: MWAs - though concerned with the inclusion and management of loyalty points and schemes - do not leverage the possibility to generate revenue via third parties’ loyalty points. Theoretically, MWAs could reward or redeem loyalty points themselves.
Keywords: mobile wallets, mobile wallet applications, loyalty schemes, business models, two-sided markets
Published in DKUM: 04.12.2017; Views: 1601; Downloads: 170
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3. Does customer loyalty depend on corporate social responsibility?Milena Stanisavljević, 2017, original scientific article Abstract: This paper presents the results of a study conducted to examine the dependence of customer loyalty on corporate social responsibility (CSR). CSR is a good opportunity for a company’s differentiation, but only if customers value the company’s efforts in this field. Loyalty is a primary goal of each company, but it is influenced by numerous factors. The goal of this paper was to examine if CSR influences customer loyalty as one possible factor. Based on the presented results, management recommendations are provided concerning business strategy, mission, and vision formulation, so companies can fulfill customers’ interests and gain their loyalty.
Keywords: corporate social responsibility, loyalty, strategy, management
Published in DKUM: 13.11.2017; Views: 12997; Downloads: 394
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4. Relationships among store image and store loyalty in SloveniaMiran Grah, Polona Tominc, 2015, original scientific article Abstract: Image has become one of the most important factors of stores’ survival and development. In this paper, a model of relationships among the multidimensional variables of store image, positive affect, satisfaction with the store, trust and commitment to the store is formed and tested with a sample of 209 customers in three stores in the Pomurje region of Slovenia. The important conclusion of the research is that several interrelations among store image, positive affect, satisfaction, trust and store commitment exist. The results also show significant gender differences in perceptions of store image. These results provide several important insights for managing supermarkets in the Slovenian market and are also important for future research.
Keywords: store, image, loyalty, satisfaction
Published in DKUM: 03.04.2017; Views: 1183; Downloads: 368
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6. The ecological motivation or tourists as a determinant of the tourists' loyaltyMajda Bastič, Slavka Gojčič, 2011, published scientific conference contribution Abstract: Despite the significant impact of environment on the attractiveness of tourist destination, environmental stewardship is not always the top priority in the hotel industry as one of the most energy-intensive sectors of the tourism industry which contributes to the increasing quantity of air pollutants. Therefore, this study investigates the impact of ecological pull motives and service quality on the tourists' loyalty to eco-hotels. The tourists spent their holidays in Austrian hotels with ecolabel and in Slovenian hotels were targeted and a total of 611 tourists participated in the study. The study reveals that the perceived service quality and ecobehaviour of hotel staff are the main determinants of the tourists' loyalty. The comparison analysis between Austrian and Slovenian hotels indicates that the guests of Austrian hotels with ecolabel are more loyal and ecologically motivated than guests of Slovenian hotels without ecolabel.
Keywords: loyalty, ecological motivation, hotel service quality, tourism, eco-tourism, hotels, services, quality
Published in DKUM: 30.05.2012; Views: 2415; Downloads: 100
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