This paper frames trustworthiness as the key upstream construct of trust and recognises that operates at two levels in services relationships, with a number drivers are mediated by trustworthiness. Our findings supported survey data from customers UK financial services, points captured over years which allow for fluctuations level.Empirically we find impacts both cognitive affecting dimensions trust, impact being greatest on trust. As result our it is possible practitioner to implement...

The emergence of Internet banking has transformed the systems across globe. As a channel to market, allows geographical constraints be overcome by offering various products and services at lower customer costs. An understanding factors influencing adoption is both relevant timely. This study integrates technology acceptance model perceived risk theory in among Indian bank account holders. Specifically, this categorizes as external internal risk, examines its influence on beliefs banking....

The purpose of this research is to identify the factors that influence an omnichannel experience. Omnichannel emerging approach retailing responds changing nature how customers shop in alternation between online and offline shops, increasing use digital devices (e.g. smartphones tablets), as a consequence retailers are focusing establishing seamless integrated their services. now hot topic but there lack empirical studies into Using mixed methods approach, we propose empirically test...

Purpose – The purpose of this paper is to investigate the role retailer trustworthiness in driving customer trust and subsequent impact on loyalty. authors position as a mediator link between retail strategies development trust. They model loyalty service function created through trustworthy perceptions. Design/methodology/approach validate their using 420 survey responses from customers setting. Nine research hypotheses were tested structural equation modeling. Alternate models are...

Purpose The purpose of this paper is to examine organisational learning as a mediator among small-scale manufacturing enterprises (S-SMEs) which comprise the majority economic activity in an emergent/developing economy. This study offers further understanding regarding mediating role developing world economies, due its potential regional influence. Design/methodology/approach A cross-sectional survey Indian S-SMEs was undertaken from District Industrial Center. employed systematic sampling...

Abstract Green innovation is increasingly receiving attention in organisational behaviour and strategic management literature. However, understanding employee's preferences for organisations that have adopted innovative environmental practices received little attention. This study tests a framework examines the relationship between employees' green organisations, hope, intentions to stay. Data were collected from 403 employees Australia. Results show drive emotional state of employee which...

Purpose – This empirical paper aims to assess the multi-dimensional nature of trust in service relationships. Although is deemed be important for managing relationships there a dearth research looking at its multidimensional outside Western markets. Design/methodology/approach The study undertaken three countries: UK, Hong Kong and India (September November 2010). sample consists more than 300 members from across countries with an approximately even split between each. Findings findings show...

Purpose – The purpose of this paper is to differentiate the production process within services from dominant manufacturing-based process, with objective delineating in and highlighting its implication for service productivity. Design/methodology/approach This study critically reviewed extant literature on processes manufacturing a multidisciplinary perspective proposed framework relationship Findings differs entails an input, transformation outcome dimensions. Therefore, any advancement...

Purpose India’s retail sector is going through a significant transitional period with the internet as new distribution channel becoming more common. Given barriers to adoption, purpose of this paper understand role played by trusting beliefs when engaging an online retailer. In Indian market, vending expected increase at rate 35 per cent annum, and understanding retailers will be able develop their market share developing appropriate and/or innovative strategies. Design/methodology/approach...

Purpose – The purpose of this article is to derive, test and validate a comprehensive, inclusive measure perceptions fairness in consumers financial services, as current attempts broad-based multi-dimensional manner are underdeveloped. Design/methodology/approach A quantitative approach where large-scale sample the services taken three periods. Subsequently, exploratory confirmatory factor analysis used analyse data. Findings Fairness comprises distinct but related elements, namely,...

Theorists and empirical researchers in marketing other fields suggest that fairness is important underpinning trust, which, turn, integral to developing maintaining buyer–seller relationships. However, investigation of the domain has, date, been limited. Consequently, relationship between trust not well understood. Thus, purpose this study provide a fully developed social exchange model examining differential effects various dimensions on trustworthiness customers' trust. Data were collected...

Given the undoubted importance of word-of-mouth (WOM) and viral marketing activity (VMA) for e-retail websites, purpose paper is to examine relationships between each loyalty stages (e.g. cognitive, affective, conative action loyalty), as well WOM VMA. Using theory, a theoretical model was proposed tested amongst retail website customers. Data were collected from 509 customers using questionnaire survey. Structural equation modelling used test hypotheses. Results found support theory. be...

Purpose – The purpose of this paper is to develop and tests a service excellence model, thus providing detailed understanding the key antecedents excellence, from customer ' s perspective. model presented in rooted cross-disciplinary literature tested amongst customers UK retail banking services. Design/methodology/approach Following systematic approach scale development, draws on survey data 260 consumers products, with collected national basis UK. Findings theoretical framework was...

Despite the strong theoretical foundation for role of trustworthiness in building buyer–seller relationships, a lack empirical evidence exists to validate importance Higher Education (HE) sector. Our research examines drivers across two distinct cultures – UK and India, providing significant contribution body knowledge by understanding nature within HE. The results proposed model offer important insights into process HE First we establish institutes trustworthiness. Next, empirically using...

This study investigates the role of trustworthiness and effective communication in development guests' loyalty within hotel sector. We propose test a conceptual model that differentiates between two types loyalty: attitudinal behavioral. As hotels can control manage how they communicate their desired characteristics to guests, we posit hotel's as key concepts building loyalty. reports on findings based 322 guests. Data were analyzed using structural equation modeling. The results reveal...

Mobile Number Portability (MNP) has not only affected customers' behavioral patterns, but also increased competition among telecom operators. Against this backdrop, the study examines relationship between switching intentions and attitude towards MNP, customer loyalty, barriers. It investigates impact of these on actual or staying behavior customers. Data were collected from a sample 260 customers comprising university students. Findings reveal that would largely depend upon barriers...

Purpose – The purpose of this paper is to investigate the cultural assimilation influence on family purchase decision making Chinese immigrant families in New Zealand, and living China. Design/methodology/approach data were collected from 200 respondents. In total, 100 have been chosen each these countries. by snowball sampling method across 11 different products four decision-making stages. Findings results research show that does an parental perceptions teen's making. immigrants' teenage...

Purpose – The purpose of this paper is to examine fairness within financial services. In making the contribution authors by four different channels market and across a range services products. product categories in study are those with highest density levels UK. Design/methodology/approach Underpinned development new measures, based on telephone interviews on-line surveys UK customers More than 1,000 participated survey during middle 2013. After reporting measurement model, use ANOVA report...

The UK's leading coalition loyalty card scheme was launched at a time when questions were raised regarding the viability of such schemes. Two years into scheme, it is now appropriate to review scheme's relationship with its' customers and judge success in terms its ability influence holders' behaviour. To meet objectives survey methodology adopted, new questionnaire devised for administration sample cardholders. achieved 153 responses from members. Findings study revealed that exhibit weak...

This study empirically examines service productivity and complements prior studies by framing as consisting of a number key constituents. Adopting bottom-up approach we present an integrative model proposing that resource commitment is the core from which employee readiness customer flow. These inform productivity, which, in turn, informs job security. Our empirical examination reveals has impact on perceptions security, while greatest both readiness. In developing our provide framework...