Current Issue : July - September Volume : 2012 Issue Number : 3 Articles : 6 Articles
The paper describes the present scenario on skill-gaps with reference to retail industry, though it’s important for every industry to know about the employees working for the organization and to analyze the problem facing the employee due to presence of skill-gaps. The various formats of retail require various skills. The literature shows that the retailers are facing the problems due to various skill-gaps that affects the growth of retail industry. It is most important for the organization as well as employers point of view, that employees must have an updated knowledge regarding the product, consumers of the organization and also about overall practices of the organization. The study shows that the relationship between job satisfaction, training and skills development. The study reveals that job satisfaction works as a motivational factor which induces employees for the enhancement of skills. For the retailers need to think that only training won’t work for the updating and enhancement of the skills of employees, but there is need to create the interest of employees towards the training and for that job satisfaction play a vital role. Today’s retailers need to think about bridging the skill-gaps present in current scenario in retailing. The study provides the solution to bridge or reduce the skill-gaps in retail....
This study empirically examines a segment of consumers within the Jordanian society who express \r\nhigh ethnocentric tendencies towards domestic products using fuzzy logic technique. MATLAB�® \r\nANFIS has been employed to model the relationships between three inputs (conservatism, \r\ndogmatism and world-mindedness) and one output (consumer ethnocentrism). The results of this \r\nresearch conclude that Sugeno type fuzzy model has the ability to predict precisely consumers \r\nethnocentric tendencies levels based on their socio-psychological variables. Overall, fuzzy logic can \r\nimprove the research of consumer ethnocentrism and can illuminate uncovered sides in the area of \r\nconsumer ethnocentrism....
The paper aims at exploring the relationship between functional quality, technical quality, perceived\r\nvalue and corporate image on customer behavioural responses in the Nigerian retail banks. A sample of\r\n800 retail bank customers was drawn through multistage cluster sampling. The empirical data was\r\nanalysed using structural equation modeling with AMOS software. The findings reveal that each of\r\ntechnical quality, perceived value and corporate image has significant positive relationship with\r\nbehavioural intention. However, functional quality does not have significant relationship with\r\nbehavioural intention. Furthermore, it was found as expected that customer behavioural intention is\r\npositively and significantly related to the customer actual behavior. Managerial and policy implication\r\nwere discussed; and direction for future research was equally highlighted....
Compliance to the corporate social responsibility (CSR) by firms has been more of a regulatory\r\nrequirement rather than a social obligation. While a few firms have entrenched policy structure to\r\nactuate meaningful responsiveness to their operating community, compliance by a host of other\r\ncompanies to the statutory provision in this regard has been proven to be difficult. This research\r\nexamines the extent to which the adoption of CSR affects the profitability of the listed retailing firms on\r\nthe Johannesburg security exchange (JSE). This research applies regression analysis as well as\r\nanalysis of variance (ANOVA), using SPSS statistical package, to analyse the relationship between the\r\nfinancial performance of these firms, and their CRS responsiveness. The finding suggests that CRS\r\nengenders good perception of organisations by consumers and regulatory bodies in a way that\r\nfavourably improves the organisationââ?¬â?¢s corporate financial performance (CFP). This paper looks at the\r\nprofitability of organisations as regards CSR from two perspectives namely, the consumer loyalty and\r\nconsumer bias that creates favourable corporate goodwill of being socially responsible, and the\r\npossible financial savings from spending less on ââ?¬Ë?forcedââ?¬â?¢ social responsibility....
The purpose of this study was to determine the impact of Customer Relationship Management (CRM)\r\non customer loyalty in the hotel industry. The study was conducted at the Golden Tulip hotel, Accra.\r\nThe objectives of the study were to determine if (CRM) has an impact on customer loyalty, to determine\r\nif the practice of effective CRM in organisations leads to a long or short term financial impact, to find\r\nout the extent or degree to which effective CRM leads to customer satisfaction and to assess if the\r\nservices provided by the hotel meets the needs and wants of customers. Questionnaires were\r\nadministered to both individual and corporate clients of the hotel and the result of this was analyzed.\r\nThe results showed that 46.3% of the respondents were females whilst 53.3% were males. Most of the\r\nrespondents had heard about the hotel from newspaper advertisements (40%) and referrals from people\r\nwho had used the hotel (30%). 80% of the respondents were willing to refer to the services of the hotel\r\nto other people whilst 90% of them were satisfied with the services at the hotel. The accommodation\r\nand catering facilities were mostly patronized. The perception among respondents about the hotel was\r\ngood since they gave a positive review of the services. Most of the respondents agreed that they would\r\ncome back to the hotel. The corporate clients were also satisfied with the services provided at the hotel\r\nwith 20% having used the hotel for up to 4 years. The corporate clients said they would use the facility\r\nagain, thus, customer loyalty existed among these clients as well as, the individual clients. It is\r\nrecommended that the hotel improves the cooling system in the conference room and provide better\r\nbusiness centre facilities to attract more customers....
This study examines salespeople�s attachment styles and regulation strategies for negative emotions,\r\nwhich have considerable influence on their ability to satisfy the needs of their customers and to engage\r\nin positive selling behaviors in their frequent interactions with their customers. In particular, for\r\nsalespeople experiencing frequent interactions with customers, their attachment style can be a very\r\nimportant factor in their relationships with customers. In this regard, this study investigates the effects\r\nof salespeople�s attachment styles on their customer-oriented selling behavior and regulation\r\nstrategies for negative emotions during their interactions with customers as well as the effects of their\r\nregulation strategies on their customer-oriented selling behavior. First, in-depth interviews with\r\nsalespersons are analyzed to identify salespersons'' attachment style and negative emotional regulation\r\nstrategy from the respondent''s perspective. Second, the structural equation modeling (SEM) method is\r\nused to test the hypotheses of the study. Finally, based on analysis of results, this study suggest that\r\nsalespeople'' attachment style had considerable influence on their regulation strategies for negative\r\nemotions as well as on their customer-oriented selling behavior. In addition, their regulation strategies\r\nhad considerable influence on their customer-oriented selling behavior. This study contributes to the\r\nliterature by addressing salespeople�s attachment style, which has been overlooked as an antecedent\r\nof their customer-oriented selling behavior, that is, another factor that can influence salespeople�s\r\nselling behavior....
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