Showing papers in "Journal of Transnational Management in 2016"

Effects of job stress on self-esteem, job satisfaction, and turnover intention

Abstract: This study is focused on female inbound call center counselors who are easily exposed to emotional labor when customers express anger and hostility and use swear words toward invisible targets on the phone. Our study is based on 244 responses from female inbound call center counselors. Job stress has a significantly negative effect on job satisfaction and self-esteem. It was shown that self-esteem has a partially mediating effect, and turnover experience had a moderating effect. It is important to shed new light on the roles of self-esteem among determinants of job satisfaction.

Role of adaptive selling and customer orientation on salesperson performance: Evidence from two distinct markets of Europe and Asia

Abstract: Adaptive selling and customer orientation have been considered imperative for successful salespeople. Although these topics have been frequently studied in the literature, most studies have been conducted in a developed country environment and such studies are limited in other cultural contexts. Moreover, cross-country/cultural comparison of the role of adaptive selling and customer orientation is even scarcer. Therefore, the objective of the current study is to examine the role of adaptive selling and customer orientation on salesperson performance in two distinct markets of Europe and Asia—namely Finland and Macau. Using personal interviews, data were collected from salespeople operating in both countries. The study results indicate that customer orientation had significant effect on sales performance, customer satisfaction, and adaptive selling behavior of salespersons. Furthermore, salesperson adaptive selling behavior had significant effect on sales performance and customer orientation but no...

Determinants of consumers’ attitudes toward online shopping

Abstract: The aim of this study is to examine the issues that impact customers’ purchase attitudes about online shopping by employing the Technology Acceptance Model and Theory of Reasoned Actions. Previous ...

Consumer preference, satisfaction, and intentional behavior: Investigating consumer attitudes for branded or unbranded products

Abstract: The purpose of this study is to investigate if and how the perception of a product and the evaluation of the experience of consumption can change depending on the consumer's propensity to purchase branded or unbranded products. Data for this study is drawn from a choice experiment conducted with consumers purchasing Italian jeans. The results highlight the fact that attributes and benefits have the same role in the processes of consumer choice. The regression analysis carried out revealed a greater importance of the observed variables by brand loyals. Conversely, there are different variables that generate satisfaction for the two categories of consumers; also different is the contribution of the same satisfaction in later behavior. This study provides value to managers of branded and unbranded products, identifies the different reasons for the choice, and the satisfaction of the two types of consumers.

A structural compendium on service quality and customer satisfaction: A survey of banks in India

Abstract: The core aim of the research is to measure and analyze the quality of services offered by the top three public- and private-sector banks in India and to attempt to know how bank services quality affects customer satisfaction. By administering both questionnaires and personal interviews, researchers garnered the opinions of a total of 600 respondents with BANKQUAL statement. The authors applied Cronbach’s alpha to test reliability and the selected hypotheses have been proven with Chi-square tests and t-tests. All the public-sector banks chosen for the study lead in the satisfaction index over the private-sector banks by demonstrating differences in the dimensions of credibility, influence, and geographic spread. The research is most precious to diverse stakeholders of the Indian banking industry, particularly to banks who want to know about their existing service quality for further improvement. For the first time, the researchers introduced the comprehensive BANKQUAL statement to test out the qual...

Human capital and crisis management

Abstract: Increasing accidents and dangerous events occurring at organizational and national levels have made it imperative that proper structural and cultural arrangements are established. One of the most effective approaches is crisis management (CM). Although CM is generally considered a recent rather than a customary approach, it is in the West that it has gained prominence and resources are allocated for effective performance. This study is designed to address CM and talent in the Arab World. The article draws on recent developments in a variety of fields, especially sociology, management, and international relations. More important, the article makes a strong argument that CM is doomed to failure without adequate training, learning, and development of human capital. For this very reason, the article outlines certain strategies to enhance effective coping with crises and better execution of CM. These strategies do not focus solely on the individual but also on the organization and its culture. The stud...

The Cyprus oil and gas industry’s indirect business effects—A predictive real-time analysis

Abstract: Amid a plethora of reliable international and local literature, information, and data, the research analyzes and interprets theoretical, secondary, and primary data gathered on the generic and Cyprus-specific oil and gas industry. The aim is to investigate the potential indirect effects of the industry on the Cyprus business/economy; and to preliminarily, provisionally, and predictively identify their individual elements and degree of consequence. The value of the research lies in the fact that it is the first scientific Cyprus-specific research on the subject, and in its real-time approach to data gathering and analysis. The findings predict the indirect economic/business effect to be substantial, albeit dependent on the actual reserves to be discovered, on certain thresholds being crossed, and on proper planning and implementation. Even so, the effect is estimated to be much lower than the expectations created by various industry actors over the past few years. These findings are most important ...

Dynamics of loyalty programs in Malaysian retailing: A strategic marketing perspective

Abstract: The purpose of this article is to consider the development of research in loyalty programs and relationship marketing in international retailing and review their application in specific retail stores in Malaysia, namely, AEON, Parkson, the Store Corporation, and Metrojaya. The article reviews the development of the relationship marketing and loyalty programs literature and its application in Malaysia and suggests how relationship marketing and loyalty programs have emerged over the years and their significance to retailing in Malaysia. The article also emphasizes the importance of relationship marketing and loyalty programs in retailing and discusses where research needs to go with respect to loyalty programs to enable them to continue to offer a competitive advantage to retailers. At the moment most loyalty programs are too similar to provide any real differentiation advantage to the retailer. Furthermore, the article highlights the loyalty programs that have been successful in Malaysia, why they...

Does the use of derivatives affect firm value? Evidence from Turkey

Abstract: In the study, the effect of derivative usage on the firm’s value is examined by testing 72 Turkish non-financial firms from 2009 to 2013. The aim of the study is to determine whether the use of derivatives increases or decreases firm value. Using Tobin’s Q as a proxy for firm value on multivariate tests, a positive relation is found between hedging and firm value. However, the coefficients of hedging variables are insignificant. Thus, there is no evidence that hedging has any significant positive effect on firm value. The finding of this study is consistent with MM theory.

Experiential regret in service failure: The role of service justices

Abstract: Regret is so common as to be the second most frequently named emotion in a study of the use of emotions in everyday language (Shimanoff, 1984). Regret is a negative, cognitively based emotion that we experience when realizing or imagining that our present situation would have been better had we acted differently (Zeelenberg, 1999). Meanwhile, complaint handling takes an important role in raising the retention rate of the customers who experience service problems (Hart, Heskett, & Sasser, 1990). Customers anticipate that enterprises will remedy their service failure. The complaining process enhances the relationship between dissatisfied customers and enterprises (Chebat & Slusarczyk, 2005). One of the strategies to retain customers is to recover justice from failures (Blodgett, Hill, & Tax, 1997). This study intended to explore the impact of customers’ experiential regret in service failure on customers’ behavioral intention and investigate whether the service justice perceived by customers moderat...

National cultural dimensions, emerging market characteristics, and the subsidiary's willingness to transfer marketing knowledge to MNE HQs

Abstract: Subsidiaries in emerging markets (EMs) are a valuable source of knowledge for multinational enterprises (MNEs). Accessing the vast potential of these markets is increasingly becoming a priority for businesses from developed countries, but success in the markets requires understanding marketing in the emerging market context, which may differ considerably from the accepted truths of the traditional Western approaches. This article seeks to improve understanding of the emerging market contextual factors, which influence the willingness to transfer marketing knowledge from emerging market subsidiaries to headquarters of multinational companies. Using the GLOBE cultural framework, this article proposes that the relationships between power distance, uncertainty avoidance, in-group collectivism, performance orientation, and future orientation with knowledge transfer willingness are moderated by the EM characteristics of shortage of resources, strong sociopolitical governance, inadequate infrastructures,...

Jordanian women's leadership styles in the lens of their masculinity-femininity value orientation

Abstract: This study adopts a gender approach to investigate the interaction between women’s cultural values and their leadership style. Utilizing Hofstede’s masculinity-femininity dimension, the study explores the perceptions of 115 Jordanian women managers on their task-people style of leadership. The hypotheses were created on the notion that because women possess feminine traits they adopt “people” more than “task” leadership orientation. Results revealed that Jordanian women embrace masculinity more than femininity values and employ people as well as task leadership orientation. The topic warrants investigation as there is a lack of studies that explore gender issues in Arab societies from a cultural perspective. Recommendations with practical and organizational implications and research limitations are discussed and presented.

Has the reduction of employment been efficient in the restructuring of banks in Europe? An insight into the overbranched sector in Spain

Abstract: This study examines whether the reduction of the number of employees has actually been efficient in the restructuring undertaken in the European banking sector, focusing on the case of Spain but providing insight into restructuring and downsizing issues similar in other southern countries in Europe. In Spain, the concentration process has been more intense because of the financial crisis. For this purpose, the evolution of the number of employees in the subsector of the listed banks was analyzed during the 2003–2012 period in order to have a timespan that would enable the diverse hypotheses to be verified under the double scenario of the economic boom (2003–2007) and the subsequent financial crisis (2008–2012). It was also during this second period when savings banks disappeared and had to be converted into banks; meanwhile, other entities were involved in mergers, acquisitions, and also in hybrid and innovative formulas of concentration as the Institutional Protection Schemes (IPS). This transfor...

Pursuing justice against the abuse of power by the rich through social media: A case study

Abstract: The purpose of this case study is to compare and contrast two recent legal cases and to derive practical implications to promote social justice in terms of income inequality. This study focuses on exploring and analyzing two of the most recent legal cases of the abuse of power by the rich in order to identify the effects of social media on these types of cases. Despite the availability of many studies and findings about the tolerance level to income inequality, the following logic is more appropriate in applying and analyzing the two cases: If people don’t know, see, or experience the abuse of the rich or income inequality, they are more tolerant of the abuse and income inequality. Based on the analysis of the two cases, the article concludes that these two cases are not the usual air rage cases; they are more about the abuse of the rich and the punishment decided by the use of technology.