This document summarizes a journal article that examines the antecedents of relationship commitment between pharmaceutical suppliers and retailers in Bangladesh. The study collected survey data from 200 retailers to test a model of how relationship factors like communication, trust, flexibility, reputation and dependence influence commitment. The results found that all variables were positively correlated and that communication had the strongest influence on the supplier-retailer relationship. The document provides context on relationship marketing and reviews several other studies that have explored relationship commitment and its antecedents in business-to-business exchanges.
Impact of CSR activities on Organizational Identification (OI) and Job Satisf...IJAEMSJORNAL
This study examined the impact of CSR activities oriented to employee, customer, and society on the identification and satisfaction of frontline employees in the Lebanese banking sector while comparing the perceptions between Beirut and Beqaa branches. The study adopted a quantitative research approach based on positivist paradigm and subject to verification by hypothetico-deductive reasoning in order to investigate the relationships between employees’ perceptions of CSR initiatives, organizational identification and job satisfaction, in Lebanese commercial bank located in Beirut and Beqaa area. A structured questionnaire was used to test the hypotheses and answer the research questions. The target population was the frontline employees of four major Lebanese commercial banks operating in Beirut and Beqaa area. Four-hundred from frontline employees of four major banks branches located in Beirut and Beqaa areas were invited to participate in the study. The final number of usable questionnaires was 214 for frontline employees, with a response rate of 53.5%. The causal relationships for the 3 models (“1”, “1a”, “1b”) were estimated using SEM with latent variables once the validity of the measurement scales were successfully being verified. The software SmartPLS was used for the application of structural equation models with latent variables “PLS-PM”. For model “1”, “1a”, “1b” the findings indicated that some hypotheses were not significantly supported and the impact of CSR on employees differs according to branch location. Nonetheless, no significant differences exist between the employee’s perception of Beirut and Beqaa regarding the strong influence of CSR employee on JS and the strong influence of OI on JS. However in Beqaa branches, CSR customer is affecting OI, and CSR society is affecting JS. Thus, this study provided evidences to assess the visibility of CSR activities in the eyes of stakeholders and to identify which domains are to be enhanced in order to set more effective social strategies in organizations to reach the identification and satisfaction of employee. Moreover, implications for decision making and policy making as well as recommendations for future research constitute the end product of this thesis.
Personal demographical factors and their influence on customer satisfaction f...Alexander Decker
This document examines the relationship between personal demographic factors (age, sex, income level, educational level, marital status) and customer satisfaction among customers of private commercial banks in Jaffna district, Sri Lanka. A questionnaire was administered to 194 bank customers. The study found no significant differences in customer satisfaction based on gender or marital status. However, there were significant differences found among age, income level, and education level on customer satisfaction. Specifically, older, higher income, and more educated customers reported higher levels of satisfaction than younger, lower income, and less educated customers.
Impact of Customer Value, Public Relations Perception and Brand Image on Cust...Samar Rahi
The purpose of this study is to find an empirical relationship between customer values, Public
Relations Perception, Brand Image and to investigate these variables impact on customer loyalty within insurance
companies of Pakistan.
The authors examine the impact of mandated female board representation on firm valuation using a natural experiment in Norway. They find that the law requiring at least 40% female representation led to:
1) A 3.52% decline in stock prices for firms with no female directors prior to the law.
2) A 12.4% decline in Tobin's Q from the average firm value following a 10% increase in female representation.
3) Significant changes to board composition, with new female directors having less experience but more education than retained male directors.
This document summarizes a research study that examined the impact of partnership orientation on commitment and firm performance in supply chain relationships. The study was based on social capital theory and resource dependence theory. It used a survey of 423 respondents from supplier, buyer, and parallel-aligned firms. The study found:
1) Both contract-based and investment-based partnership orientation positively contributed to partnership commitment.
2) The relationship between partnership commitment and different types of firm performance (innovation, operational, financial) varied depending on partnership structure (supplier, buyer, parallel-aligned).
3) Investment exchange level moderated the relationship between commitment and innovation/operational performance regardless of partnership structure. Negative investment exchange was associated with
Examining corporate reputation and commitment to business social responsibili...Alexander Decker
This document examines the relationship between corporate reputation, commitment to business social responsibility (BSR), and organizational performance in the manufacturing sector in Nigeria. It reviews literature on BSR, corporate reputation, and BSR commitment. The study aims to address gaps in previous research that focused mainly on developed countries and large firms. A conceptual framework is developed indicating relationships between the variables. Survey data from 248 manufacturing firms in Nigeria is analyzed to test the pathways in the framework. The results reveal a positive association between corporate reputation and organizational performance, but an insignificant relationship between commitment to BSR and organizational performance. This indicates that while BSR awareness exists, social concerns may not be fully committed to, especially in developing countries. Managerial and theoretical implications are
THE INFLUENCE OF COLLABORATION IN PROCUREMENT RELATIONSHIPSijmvsc
Supply Chain Management often requires independent organizations to work together to achieve shared
objectives. This collaboration is necessary when coordinated actions benefit the group more than the
uncoordinated efforts of individual firms. Despite the commonly reported benefits that can be gained in
close relationships, recent research has indicated that collaboration attempts between purchasing firms
and their suppliers have not been as widespread as anticipated. Using a survey of procurement
professionals, this research investigates how the purchasing function utilizes collaboration in its supply
chain relationships. Structural equation modeling is used to identify how information sharing, decision
synchronization, incentive alignment, collaborative communication, and trust impact collaboration, as well
as how collaboration impacts performance. Results from 86 survey responses indicate that firms are still
not fully utilizing collaborative relationships
Impact of CSR activities on Organizational Identification (OI) and Job Satisf...IJAEMSJORNAL
This study examined the impact of CSR activities oriented to employee, customer, and society on the identification and satisfaction of frontline employees in the Lebanese banking sector while comparing the perceptions between Beirut and Beqaa branches. The study adopted a quantitative research approach based on positivist paradigm and subject to verification by hypothetico-deductive reasoning in order to investigate the relationships between employees’ perceptions of CSR initiatives, organizational identification and job satisfaction, in Lebanese commercial bank located in Beirut and Beqaa area. A structured questionnaire was used to test the hypotheses and answer the research questions. The target population was the frontline employees of four major Lebanese commercial banks operating in Beirut and Beqaa area. Four-hundred from frontline employees of four major banks branches located in Beirut and Beqaa areas were invited to participate in the study. The final number of usable questionnaires was 214 for frontline employees, with a response rate of 53.5%. The causal relationships for the 3 models (“1”, “1a”, “1b”) were estimated using SEM with latent variables once the validity of the measurement scales were successfully being verified. The software SmartPLS was used for the application of structural equation models with latent variables “PLS-PM”. For model “1”, “1a”, “1b” the findings indicated that some hypotheses were not significantly supported and the impact of CSR on employees differs according to branch location. Nonetheless, no significant differences exist between the employee’s perception of Beirut and Beqaa regarding the strong influence of CSR employee on JS and the strong influence of OI on JS. However in Beqaa branches, CSR customer is affecting OI, and CSR society is affecting JS. Thus, this study provided evidences to assess the visibility of CSR activities in the eyes of stakeholders and to identify which domains are to be enhanced in order to set more effective social strategies in organizations to reach the identification and satisfaction of employee. Moreover, implications for decision making and policy making as well as recommendations for future research constitute the end product of this thesis.
Personal demographical factors and their influence on customer satisfaction f...Alexander Decker
This document examines the relationship between personal demographic factors (age, sex, income level, educational level, marital status) and customer satisfaction among customers of private commercial banks in Jaffna district, Sri Lanka. A questionnaire was administered to 194 bank customers. The study found no significant differences in customer satisfaction based on gender or marital status. However, there were significant differences found among age, income level, and education level on customer satisfaction. Specifically, older, higher income, and more educated customers reported higher levels of satisfaction than younger, lower income, and less educated customers.
Impact of Customer Value, Public Relations Perception and Brand Image on Cust...Samar Rahi
The purpose of this study is to find an empirical relationship between customer values, Public
Relations Perception, Brand Image and to investigate these variables impact on customer loyalty within insurance
companies of Pakistan.
The authors examine the impact of mandated female board representation on firm valuation using a natural experiment in Norway. They find that the law requiring at least 40% female representation led to:
1) A 3.52% decline in stock prices for firms with no female directors prior to the law.
2) A 12.4% decline in Tobin's Q from the average firm value following a 10% increase in female representation.
3) Significant changes to board composition, with new female directors having less experience but more education than retained male directors.
This document summarizes a research study that examined the impact of partnership orientation on commitment and firm performance in supply chain relationships. The study was based on social capital theory and resource dependence theory. It used a survey of 423 respondents from supplier, buyer, and parallel-aligned firms. The study found:
1) Both contract-based and investment-based partnership orientation positively contributed to partnership commitment.
2) The relationship between partnership commitment and different types of firm performance (innovation, operational, financial) varied depending on partnership structure (supplier, buyer, parallel-aligned).
3) Investment exchange level moderated the relationship between commitment and innovation/operational performance regardless of partnership structure. Negative investment exchange was associated with
Examining corporate reputation and commitment to business social responsibili...Alexander Decker
This document examines the relationship between corporate reputation, commitment to business social responsibility (BSR), and organizational performance in the manufacturing sector in Nigeria. It reviews literature on BSR, corporate reputation, and BSR commitment. The study aims to address gaps in previous research that focused mainly on developed countries and large firms. A conceptual framework is developed indicating relationships between the variables. Survey data from 248 manufacturing firms in Nigeria is analyzed to test the pathways in the framework. The results reveal a positive association between corporate reputation and organizational performance, but an insignificant relationship between commitment to BSR and organizational performance. This indicates that while BSR awareness exists, social concerns may not be fully committed to, especially in developing countries. Managerial and theoretical implications are
THE INFLUENCE OF COLLABORATION IN PROCUREMENT RELATIONSHIPSijmvsc
Supply Chain Management often requires independent organizations to work together to achieve shared
objectives. This collaboration is necessary when coordinated actions benefit the group more than the
uncoordinated efforts of individual firms. Despite the commonly reported benefits that can be gained in
close relationships, recent research has indicated that collaboration attempts between purchasing firms
and their suppliers have not been as widespread as anticipated. Using a survey of procurement
professionals, this research investigates how the purchasing function utilizes collaboration in its supply
chain relationships. Structural equation modeling is used to identify how information sharing, decision
synchronization, incentive alignment, collaborative communication, and trust impact collaboration, as well
as how collaboration impacts performance. Results from 86 survey responses indicate that firms are still
not fully utilizing collaborative relationships
This document summarizes a study on the relative importance of employees versus company brands on the customer experience. The study analyzed data from an insurance company, including customer satisfaction surveys, employee engagement surveys, and agent performance metrics.
The key findings were:
1) Customers rated their insurance agents significantly higher than they rated the overall insurance company brand.
2) Higher customer ratings of individual agents were correlated with better agent performance in customer retention and account growth, but customer ratings of the overall company did not impact agent performance.
3) Agent engagement was positively correlated with account growth but not with customer satisfaction ratings. Engagement mattered most for agents who also received high customer satisfaction ratings.
This document summarizes a research study that examined how four dimensions of service quality (tangibility, reliability, assurance, and responsiveness) influence customer satisfaction for two courier services in the Philippines: Grab and Lalamove. The study surveyed 370 millennials in Quezon City on their experiences using the services. Results showed that all four dimensions positively influenced customer satisfaction levels, with different impacts. Grab customers reported higher satisfaction than Lalamove customers. A common problem during the pandemic was long delivery times due to community restrictions.
This study examines the relationship between consumers' purchase decisions and their perceptions of companies as employers. The researchers conducted a survey of 896 mobile phone users in Poland to understand if employer image influences choice and satisfaction. The results showed that while employer image is not an explicit factor in decision making, it does have an implicit impact by moderating choice and satisfaction levels. This suggests employer image can provide competitive advantage for companies in highly competitive retail and service industries with undifferentiated offerings. The study contributes a new perspective on how human resources aspects like employer brand can influence consumer marketing.
This document summarizes a study on evaluating employee satisfaction at a call center in the UK using a corporate social responsibility approach. The study utilizes an existing employee satisfaction model and applies a CSR framework to identify strategic, ethical, and altruistic obligations of organizations regarding employee satisfaction. Surveys were conducted with frontline agents at a mobile communications call center in northwest England. The study aims to determine what factors influence employee satisfaction and expected length of employment, and what variables management can control to improve satisfaction. Key findings indicated flexibility and career prospects were more important to employees than the existing model suggested. The study highlights how employee satisfaction relates to organizational strategy, ethics, and social responsibilities.
Buyer supplier development is important to organizations in management of contracts by minimizing operation costs in order to increase firm performance. However, the increasing number of complaints regarding failed attempts to deliver goods and services at the right time has made it impossible for some governmental projects to be completed at the stipulated time. Therefore, the study sought to assess the effect of supplier buyer development on performance of contract management unit in Uasin Gishu County Government.
This master's thesis examines the effect of transparency on information need, purchase intent, and customer loyalty, moderated by involvement and risk aversion. A survey experiment was conducted and various statistical methods were used to analyze responses. The results found no significant effect of transparency on the dependent variables or moderating effects of risk aversion or involvement. However, no negative effects of transparency were found either. Therefore, businesses should not be anxious about increased transparency as consumers desire it and current trends require more disclosure. The study aims to contribute new knowledge about these relationships for Dutch consumers and the potential interplay between the dependent variables.
Influence of demographic variables on complaining and non complaining motives...Alexander Decker
This document summarizes a study that examined the influence of demographic variables on complaining and non-complaining motives and responses in Ghana's mobile telephony industry. The study found that:
1) Complaining motives were significantly influenced by marital status only.
2) Non-complaining motives were influenced by marital status and age.
3) Complaining responses were found to be significantly influenced by gender, marital status, and education.
The study provides insights into how understanding demographic factors can help mobile companies better manage customer complaints and loyalty.
This document summarizes a study on factors influencing green purchase intentions among Pakistani consumers. The study found that organizational green image, environmental concern, environmental knowledge, and perceived product price and quality positively influence consumers' green purchase intentions. It also found that perceived product price and quality moderate the effects of organizational green image, environmental concern, and environmental knowledge on purchase intentions. The study utilized a survey of 377 Pakistani university students and established several hypotheses about the relationships between variables that were all supported by the results. However, it notes limitations including the sample only representing students and not measuring actual purchasing behavior.
Corporate social responsibility (csr) and issue to corporate financial perfor...Alexander Decker
This document summarizes a study on the relationship between corporate social responsibility (CSR) and corporate financial performance (CFP) of banking companies in Bangladesh. It provides background on CSR and reviews previous literature on the relationship between CSR and CFP. The study uses questionnaires to assess perceptions of CSR among banking executives and social groups. It analyzes CSR practices reported in annual reports of selected Bangladeshi banks. Statistical tests are used to analyze the relationship between CSR and CFP. The study aims to provide insight into CSR practices in Bangladesh and their potential impact on financial performance.
This document summarizes a research paper that examines the role of customer satisfaction in retaining customer loyalty at Sabadou Transfer Agency in Kankan, Guinea. The study uses the SERVQUAL model to evaluate the impact of service quality on customer satisfaction and loyalty. Data was collected through questionnaires from 120 Sabadou customers. The findings show that service quality and customer satisfaction are significantly correlated with customer loyalty. Maintaining high quality services provides customer satisfaction and loyalty, while low quality leads to dissatisfaction and potential disloyalty. The conclusion is that a customer's likelihood to switch companies depends on service quality levels and satisfaction.
Self-service technology, service quality, and relationship quality can influence customer loyalty to digital banking services. The study examined these factors' impact on e-loyalty of corporate customers using Bank Mandiri's cash management services. A survey of 115 corporate customers was conducted, and data was analyzed using structural equation modeling. The findings showed that service quality positively influences both relationship quality and e-loyalty. Relationship quality was also found to positively impact e-loyalty. The study aims to provide a comprehensive model of how these factors relate and influence online customer loyalty in the banking sector.
Relationship management in downstream supply chain a predictor of performance...Kalinzi Charles
This paper examines the extent at which relationship management in downstream supply chain predicts performance of selected pharmaceutical companies in Kampala, Uganda. The two specific objectives of this paper are to: assess the extent at which collaborative customer management predicts performance of selected pharmaceutical companies in Kampala; and evaluate the extent at which transactional customer management predicts performance of selected pharmaceutical companies in Kampala. The researcher employed case studies and cross-sectional research designs, which used a researcher’s made questionnaire, for data collection. Data was analyzed using means and regressions which were computed using the statistical package for social scientist (SPSS). Findings revealed a high extent of relationship management in downstream supply chain at an average mean of 4.23, as well as, high levels of pharmaceutical performance at an average mean of 4.29. When these results were regressed, it was indicated that, relationship management in supply chain highly predicts pharmaceutical performance in Kampala (r2 value 72% and Sig. 0.014). The researcher therefore, recommends; managers, policy makers and practitioners to give considerable attention on managing relationship within the downstream supply chain, and in particular, ensure appropriate collaborations with customers, in this way, organizations will retain customers, increase sales levels and market share, which consequently improve organizational performance.
This document summarizes a study that examines the relationship between board diversity and earnings quality of firms listed on the Amman Stock Exchange from 2010 to 2019. The study measures board diversity based on gender, experience, age, and religion of board members. It finds that gender, experience, and age of board members significantly affect earnings quality, but religion does not. This suggests that more diverse boards in terms of these characteristics can enhance earnings quality. The study provides implications for Jordanian policymakers to promote more diverse boards to improve corporate governance of listed firms.
This document summarizes a research study that assessed the effect of client appraisal on the efficiency of microfinance banks in Adamawa State, Nigeria. The study found that client appraisal, which involves evaluating customers based on factors like character, capacity, collateral, capital, and condition, has a positive effect on the efficiency and productivity of microfinance banks. Specifically, effective client appraisal allows microfinance banks to better understand customer creditworthiness, minimize loan defaults and losses, and improve overall financial performance. The study concluded that client appraisal is an important part of effective credit management that can help microfinance banks operate efficiently and profitably.
Employees’ expectations from csr the case of master studentsbarizah94
Employees' Expectations from CSR analyzes expectations of master's students regarding CSR activities of their employers. It finds that while students value training programs, they also care about societal issues. The study uses group discussions and a questionnaire with 150 graduate employees aged 21-28 working in Bucharest. It concludes this category wants good wages but also to feel proud of their employer's CSR efforts and societal involvement. However, for Romania where CSR is emerging, young employees may be the only group requesting employers address stakeholders beyond shareholders.
Examining the Factors Associated with Customer Satisfaction using SmartphonesAI Publications
This paper aims at identifying the key factors that influence customers’ satisfaction to use smartphones. A survey questionnaire was designed to capture the opinions of the customers about a number of characteristics of their smartphone. Correlation and regression analysis were carried to study the association and influence of the factors with the customer satisfaction. The result shows that the predictors found to be the most important to improve customer satisfaction are product price, product attractiveness, perceived quality, and brand experience. It is observed that the brand experience is more rational cause for the customer satisfaction than other predictors. In addition, the study shows that female smartphone users are more likely to have positive attitude towards their phone compared to the male users. Further research can be conducted by expanding the scope of the study with additional predictors, more sample size, and moderating variables.
Examining the Factors Associated with Customer Satisfaction using Smartphonessajjalp
This paper aims at identifying the key factors that influence customers’ satisfaction to use smartphones. It is observed that the brand experience is more rational cause for the customer satisfaction than other predictors. In addition, the study shows that female smartphone users are more likely to have positive attitude towards their phone compared to the male users.
Research Proposal - CSR - The Voice of the StakeholderAmany Hamza
In light of the recent financial crisis, the practices of CSR have come to the fore in media reports and academic debates. In this context, the goal of this research is, first, to examine the impact of the financial crisis on the implications of CSR activities in relation to stakeholders’ expectations in the financial services industry and, second, to help banking managers to understand what should be done for the benefit of their stakeholders and their own business sustainability.
This document discusses how most companies say improving the customer experience is a top priority, but many are not actually improving customer satisfaction. Surveys have found that while senior executives recognize the importance of customer feedback, the majority of firms deliver subpar customer experiences and customer satisfaction has remained stagnant or declined. The challenges companies face in effectively using customer feedback include integrating different sources of feedback, linking feedback to operational and financial metrics, and getting internal teams to take action. The document proposes strategies for companies to better leverage customer feedback, such as adopting consistent customer experience categories across all feedback sources and routinely linking feedback to other business measures.
This document summarizes a study on the relative importance of employees versus company brands on the customer experience. The study analyzed data from an insurance company, including customer satisfaction surveys, employee engagement surveys, and agent performance metrics.
The key findings were:
1) Customers rated their insurance agents significantly higher than they rated the overall insurance company brand.
2) Higher customer ratings of individual agents were correlated with better agent performance in customer retention and account growth, but customer ratings of the overall company did not impact agent performance.
3) Agent engagement was positively correlated with account growth but not with customer satisfaction ratings. Engagement mattered most for agents who also received high customer satisfaction ratings.
This document summarizes a research study that examined how four dimensions of service quality (tangibility, reliability, assurance, and responsiveness) influence customer satisfaction for two courier services in the Philippines: Grab and Lalamove. The study surveyed 370 millennials in Quezon City on their experiences using the services. Results showed that all four dimensions positively influenced customer satisfaction levels, with different impacts. Grab customers reported higher satisfaction than Lalamove customers. A common problem during the pandemic was long delivery times due to community restrictions.
This study examines the relationship between consumers' purchase decisions and their perceptions of companies as employers. The researchers conducted a survey of 896 mobile phone users in Poland to understand if employer image influences choice and satisfaction. The results showed that while employer image is not an explicit factor in decision making, it does have an implicit impact by moderating choice and satisfaction levels. This suggests employer image can provide competitive advantage for companies in highly competitive retail and service industries with undifferentiated offerings. The study contributes a new perspective on how human resources aspects like employer brand can influence consumer marketing.
This document summarizes a study on evaluating employee satisfaction at a call center in the UK using a corporate social responsibility approach. The study utilizes an existing employee satisfaction model and applies a CSR framework to identify strategic, ethical, and altruistic obligations of organizations regarding employee satisfaction. Surveys were conducted with frontline agents at a mobile communications call center in northwest England. The study aims to determine what factors influence employee satisfaction and expected length of employment, and what variables management can control to improve satisfaction. Key findings indicated flexibility and career prospects were more important to employees than the existing model suggested. The study highlights how employee satisfaction relates to organizational strategy, ethics, and social responsibilities.
Buyer supplier development is important to organizations in management of contracts by minimizing operation costs in order to increase firm performance. However, the increasing number of complaints regarding failed attempts to deliver goods and services at the right time has made it impossible for some governmental projects to be completed at the stipulated time. Therefore, the study sought to assess the effect of supplier buyer development on performance of contract management unit in Uasin Gishu County Government.
This master's thesis examines the effect of transparency on information need, purchase intent, and customer loyalty, moderated by involvement and risk aversion. A survey experiment was conducted and various statistical methods were used to analyze responses. The results found no significant effect of transparency on the dependent variables or moderating effects of risk aversion or involvement. However, no negative effects of transparency were found either. Therefore, businesses should not be anxious about increased transparency as consumers desire it and current trends require more disclosure. The study aims to contribute new knowledge about these relationships for Dutch consumers and the potential interplay between the dependent variables.
Influence of demographic variables on complaining and non complaining motives...Alexander Decker
This document summarizes a study that examined the influence of demographic variables on complaining and non-complaining motives and responses in Ghana's mobile telephony industry. The study found that:
1) Complaining motives were significantly influenced by marital status only.
2) Non-complaining motives were influenced by marital status and age.
3) Complaining responses were found to be significantly influenced by gender, marital status, and education.
The study provides insights into how understanding demographic factors can help mobile companies better manage customer complaints and loyalty.
This document summarizes a study on factors influencing green purchase intentions among Pakistani consumers. The study found that organizational green image, environmental concern, environmental knowledge, and perceived product price and quality positively influence consumers' green purchase intentions. It also found that perceived product price and quality moderate the effects of organizational green image, environmental concern, and environmental knowledge on purchase intentions. The study utilized a survey of 377 Pakistani university students and established several hypotheses about the relationships between variables that were all supported by the results. However, it notes limitations including the sample only representing students and not measuring actual purchasing behavior.
Corporate social responsibility (csr) and issue to corporate financial perfor...Alexander Decker
This document summarizes a study on the relationship between corporate social responsibility (CSR) and corporate financial performance (CFP) of banking companies in Bangladesh. It provides background on CSR and reviews previous literature on the relationship between CSR and CFP. The study uses questionnaires to assess perceptions of CSR among banking executives and social groups. It analyzes CSR practices reported in annual reports of selected Bangladeshi banks. Statistical tests are used to analyze the relationship between CSR and CFP. The study aims to provide insight into CSR practices in Bangladesh and their potential impact on financial performance.
This document summarizes a research paper that examines the role of customer satisfaction in retaining customer loyalty at Sabadou Transfer Agency in Kankan, Guinea. The study uses the SERVQUAL model to evaluate the impact of service quality on customer satisfaction and loyalty. Data was collected through questionnaires from 120 Sabadou customers. The findings show that service quality and customer satisfaction are significantly correlated with customer loyalty. Maintaining high quality services provides customer satisfaction and loyalty, while low quality leads to dissatisfaction and potential disloyalty. The conclusion is that a customer's likelihood to switch companies depends on service quality levels and satisfaction.
Self-service technology, service quality, and relationship quality can influence customer loyalty to digital banking services. The study examined these factors' impact on e-loyalty of corporate customers using Bank Mandiri's cash management services. A survey of 115 corporate customers was conducted, and data was analyzed using structural equation modeling. The findings showed that service quality positively influences both relationship quality and e-loyalty. Relationship quality was also found to positively impact e-loyalty. The study aims to provide a comprehensive model of how these factors relate and influence online customer loyalty in the banking sector.
Relationship management in downstream supply chain a predictor of performance...Kalinzi Charles
This paper examines the extent at which relationship management in downstream supply chain predicts performance of selected pharmaceutical companies in Kampala, Uganda. The two specific objectives of this paper are to: assess the extent at which collaborative customer management predicts performance of selected pharmaceutical companies in Kampala; and evaluate the extent at which transactional customer management predicts performance of selected pharmaceutical companies in Kampala. The researcher employed case studies and cross-sectional research designs, which used a researcher’s made questionnaire, for data collection. Data was analyzed using means and regressions which were computed using the statistical package for social scientist (SPSS). Findings revealed a high extent of relationship management in downstream supply chain at an average mean of 4.23, as well as, high levels of pharmaceutical performance at an average mean of 4.29. When these results were regressed, it was indicated that, relationship management in supply chain highly predicts pharmaceutical performance in Kampala (r2 value 72% and Sig. 0.014). The researcher therefore, recommends; managers, policy makers and practitioners to give considerable attention on managing relationship within the downstream supply chain, and in particular, ensure appropriate collaborations with customers, in this way, organizations will retain customers, increase sales levels and market share, which consequently improve organizational performance.
This document summarizes a study that examines the relationship between board diversity and earnings quality of firms listed on the Amman Stock Exchange from 2010 to 2019. The study measures board diversity based on gender, experience, age, and religion of board members. It finds that gender, experience, and age of board members significantly affect earnings quality, but religion does not. This suggests that more diverse boards in terms of these characteristics can enhance earnings quality. The study provides implications for Jordanian policymakers to promote more diverse boards to improve corporate governance of listed firms.
This document summarizes a research study that assessed the effect of client appraisal on the efficiency of microfinance banks in Adamawa State, Nigeria. The study found that client appraisal, which involves evaluating customers based on factors like character, capacity, collateral, capital, and condition, has a positive effect on the efficiency and productivity of microfinance banks. Specifically, effective client appraisal allows microfinance banks to better understand customer creditworthiness, minimize loan defaults and losses, and improve overall financial performance. The study concluded that client appraisal is an important part of effective credit management that can help microfinance banks operate efficiently and profitably.
Employees’ expectations from csr the case of master studentsbarizah94
Employees' Expectations from CSR analyzes expectations of master's students regarding CSR activities of their employers. It finds that while students value training programs, they also care about societal issues. The study uses group discussions and a questionnaire with 150 graduate employees aged 21-28 working in Bucharest. It concludes this category wants good wages but also to feel proud of their employer's CSR efforts and societal involvement. However, for Romania where CSR is emerging, young employees may be the only group requesting employers address stakeholders beyond shareholders.
Examining the Factors Associated with Customer Satisfaction using SmartphonesAI Publications
This paper aims at identifying the key factors that influence customers’ satisfaction to use smartphones. A survey questionnaire was designed to capture the opinions of the customers about a number of characteristics of their smartphone. Correlation and regression analysis were carried to study the association and influence of the factors with the customer satisfaction. The result shows that the predictors found to be the most important to improve customer satisfaction are product price, product attractiveness, perceived quality, and brand experience. It is observed that the brand experience is more rational cause for the customer satisfaction than other predictors. In addition, the study shows that female smartphone users are more likely to have positive attitude towards their phone compared to the male users. Further research can be conducted by expanding the scope of the study with additional predictors, more sample size, and moderating variables.
Examining the Factors Associated with Customer Satisfaction using Smartphonessajjalp
This paper aims at identifying the key factors that influence customers’ satisfaction to use smartphones. It is observed that the brand experience is more rational cause for the customer satisfaction than other predictors. In addition, the study shows that female smartphone users are more likely to have positive attitude towards their phone compared to the male users.
Research Proposal - CSR - The Voice of the StakeholderAmany Hamza
In light of the recent financial crisis, the practices of CSR have come to the fore in media reports and academic debates. In this context, the goal of this research is, first, to examine the impact of the financial crisis on the implications of CSR activities in relation to stakeholders’ expectations in the financial services industry and, second, to help banking managers to understand what should be done for the benefit of their stakeholders and their own business sustainability.
This document discusses how most companies say improving the customer experience is a top priority, but many are not actually improving customer satisfaction. Surveys have found that while senior executives recognize the importance of customer feedback, the majority of firms deliver subpar customer experiences and customer satisfaction has remained stagnant or declined. The challenges companies face in effectively using customer feedback include integrating different sources of feedback, linking feedback to operational and financial metrics, and getting internal teams to take action. The document proposes strategies for companies to better leverage customer feedback, such as adopting consistent customer experience categories across all feedback sources and routinely linking feedback to other business measures.
This document contains announcements and information about various upcoming events including a trip to Europe with Ms. Fillman, opening new bank accounts, a meeting to sign up for training and competition, a silent art fair with live music and food, a dodgeball tournament fundraiser, a high school performance, a senior night basketball game, meeting with a student board member, watching an ice hockey game, a word of the day, a fun fact about Beyonce, and contact information for various media executives.
This document discusses a high-risk U-turn location on a highway in Demak, Indonesia. It provides traffic volume and accident data for the site over time. Recommendations are made to improve safety, including reducing speeds, sealing shoulders, relocating a business, and adding more conspicuous signage and pavement markings to warn drivers and guide them through the U-turn.
This document provides steps for calculating trade discounts, purchases discounts, and examples of journal entries for cash payments with and without discounts. It explains how to calculate trade discounts by taking the list price times the discount rate. It also shows how to calculate purchases discounts by taking the purchase invoice amount times the discount rate. Finally, it gives journal entry examples for paying cash on account with and without applying discounts.
La lectura habla de un hombre rico que planea derribar sus graneros y construir otros más grandes para almacenar su abundante cosecha. Sin embargo, Dios le dice que esa noche morirá y todo lo que ha acumulado será de otra persona. Jesús enseña que no se debe ser codicioso y que los bienes deben compartirse, ya que la vida no depende de las riquezas materiales.
The document discusses the physical features and climate of the Indian subcontinent. It describes the formation of the Himalayan Mountains from the collision of the Asian and Indian tectonic plates. It also mentions several other physical features, including the Deccan Plateau, Ganges Delta, and Brahmaputra River. The climate is characterized by monsoon winds and cyclones, with a wet rainy season from June to September and a dry season from October to May. The tropical monsoon climate brings high temperatures and seasonal rainfall that is important for agriculture.
Este documento resume una reunión sobre la especialización docente en educación y TIC. Explica la interacción entre los coordinadores de sede, el instituto y el equipo central. También detalla los fondos disponibles para gastos operativos y bienes de capital, así como las reglas para los encuentros presenciales de los cursantes.
The document discusses conditioning roses and other cut flowers. Conditioning involves treating cut flowers with a solution to prevent bacterial growth. It should be done every 3-4 days to keep flowers hydrated and prolong their longevity, which for roses is typically 3-10 days. Conditioning solutions contain nutrients, acids to lower the water's pH, and antibacterial agents to kill bacteria and prevent stems from clogging. Common household items that can be used instead of commercial floral preservatives include clear sodas and mouthwash.
The document discusses the future of library web services and provides guiding principles for developing them. It advocates that library web services should be intuitive, data-driven, and people-oriented. It also suggests they should enable curation, creation, and collaboration. The key points are that as technology evolves, especially mobile devices, library services need to be accessible anywhere and support user needs through apps and integration with other platforms and services.
The document discusses imperialism and expansionism in the late 19th century, focusing on the United States. It describes how the US initially followed policies of isolationism but gradually expanded its territorial holdings and economic influence through annexing Hawaii and gaining colonies in the Spanish-American War. The war was precipitated when the USS Maine exploded in Havana harbor, inflaming public opinion against Spanish rule in Cuba. The US victory over Spain in 1898 marked its emergence as a world power that now had to determine the fate of its new colonies like the Philippines and Puerto Rico.
FOCA is a tool that analyzes documents and files to extract metadata, hidden information, and lost data. It can analyze files from websites like Whitehouse.gov. FOCA 2.5 includes new features like network discovery algorithms to recursively map internal networks by resolving IPs, checking DNS records, and using search engines to discover more URLs and domains. It also includes DNS cache snooping and a reporting module to organize extracted information.
This document discusses the application and interview process for employment. It covers writing application letters, job inquiry letters, and follow ups. It also discusses conducting interviews, including preparation, common interview structures and questions, and following up after an interview. The overall goal is to help job seekers successfully navigate the employment application and interview process through strategic communication.
Este documento trata sobre varias enfermedades que afectan a los equinos. Brevemente describe el carbunco bacteridiano, una enfermedad septicémica causada por el Bacillus anthracis que puede causar la muerte súbita en los animales. También habla sobre la anemia infecciosa equina, una enfermedad viral crónica transmitida por insectos que causa fiebre, debilidad y anemia en los caballos. Por último, menciona la rinoneumonitis equina, un virus que puede provocar abortos en las yegu
The document discusses the valuation of assets for wealth tax purposes in India. It outlines the steps to value a self-occupied residential building, including calculating the gross maintainable rent (GMR) and net maintainable rent (NMR), capitalizing the NMR, and making adjustments for unbuilt area and unearned increase. It also provides an example calculation valuing a leasehold house. The objective is to understand asset valuation and the filing and assessment of wealth tax returns.
IPSERA 2016. Final paper by A. Okulov, A. van WeeleAnatoly Okulov
This document discusses relationship governance and its impact on performance outcomes in buyer-supplier relationships. It proposes that trust, commitment, and communication are key determinants of buyer-supplier performance. The study empirically tests these relationships using a sample of 95 Dutch firms, finding that trust, commitment, and communication positively influence quality improvement and customer satisfaction. Relationship governance mechanisms like contracts can also impact these relationships. Effective governance requires balancing formal mechanisms like contracts with informal aspects like trust and communication.
Determine the role of customer engagement on relationship qualityAlexander Decker
This document summarizes a conceptual paper that aims to investigate the potential effect of customer engagement on relationship quality and relationship performance. It proposes that customer engagement is based on social exchange theory and is linked to relationship quality and relationship performance. Specifically, it argues that relationship involvement moderates the relationship between customer engagement and relationship quality. The paper provides background on relationship marketing and social exchange theory. It establishes customer engagement as a concept and distinguishes it from similar marketing constructs. The purpose is to determine how customer engagement impacts relationship quality and performance, especially in service industries.
This document discusses a study that examines the relationship between relationship marketing and bank performance in commercial banks in Southwestern Nigeria. The study uses a questionnaire to collect data on direct marketing, internal marketing, relationship quality, relational benefits, and bank performance indicators from employees at branches of commercial banks in three states. Regression analysis is used to analyze the data and determine the impact of the relationship marketing factors on bank performance. The results show some factors have a positive significant relationship with bank performance while others do not.
Modelling Trust of Customer and Supplier Interaction_2023 Vol 10 Issue 1.pdfGan Chun Chet
This published paper depicts, A Trust Model (Equation) to ensure that the number of rejects and under control by means of well-known trending techniques - moving averages and exponential smoothing, probability of occurrence and moving (averages) windows. This will be suitable for business consultants to refer to (in the area of supply chain management).
This study aims to identify critical factors for creating and maintaining long-term relationships between manufacturers and retailers in Bangladesh. A survey of 205 smartphone retailers found that retailers' long-term orientation towards manufacturers is most significantly influenced by manufacturers' attitudes, retailers' trust in manufacturers, retailers' dependence on manufacturers, and current economic outcomes from the relationship. Regression and ANOVA analyses confirm that these four factors together have a strong statistically significant relationship with retailers' long-term orientation. However, the study is limited by its modest sample size and focus on a single industry.
Impact of using relationship marketing strategies on customers loyalty study ...Alexander Decker
This document summarizes a study on the impact of relationship marketing strategies on customer loyalty for customers of Saudi Telecom Company (STC) in Riyadh, Saudi Arabia. The study found that financial and structural bonds between STC and customers were key factors in obtaining customer loyalty, while social bonds did not have a statistical relationship with loyalty. It also found differences in loyalty levels due to income and gender. The document provides background on relationship marketing and strategies like financial, social, and structural bonds that aim to retain customers long-term.
Impact of Customer Perceived Value and Customer’s Perception of Public Relati...Samar Rahi
The purpose of this study was to investigate the relationship between customer perceived value and customer’s perception of public relation on customer loyalty with moderating role of brand image. Research was conducted on banking sector of Pakistan.
Collaboration in Buyer-Seller Relationships as a New Approach to Competitive ...IOSR Journals
Although recent academic work on business relationships often discusses relationship quality as a major subject, particularly with regard to the phenomenon of seller stratification, there is still little empirical research on this important construct. In this paper, the authors provide a thorough conceptualization of relationship quality and its possible antecedents, i.e., bond relationship, Temporal, Social, and Structural bond, drawing on an empirical base of 219 buyers questionnaires, Structural equations modeling (SEM) is used to assess the simultaneous effects of the predictive variables. An empirical survey confirms the impact of the relational bond dimension on the satisfaction. The satisfaction has an effect on the customer trust witch influence his commitment. The findings are discussed and the authors provide managerial implications for decision-makers from both buyer and supplier organizations.
Literature Review of the Impact of Supplier and Customer Relationships on Cor...ijtsrd
As important stakeholders, suppliers and customers of different aspects of business development activities will play a vital role. Therefore, enterprise and upstream suppliers, downstream customer relations in recent years the subject widely attention, Scholars began to cross research field involved in the supply chain, a series of abundant research results. In this paper, by analyzing supplier customer relationship and enterprise information environment, business activities, financial activities, audit, such as literature, in order to provide new ideas for the future research direction. Fan Rui "Literature Review of the Impact of Supplier and Customer Relationships on Corporate Behavior" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-6 | Issue-5 , August 2022, URL: https://www.ijtsrd.com/papers/ijtsrd51711.pdf Paper URL: https://www.ijtsrd.com/management/accounting-and-finance/51711/literature-review-of-the-impact-of-supplier-and-customer-relationships-on-corporate-behavior/fan-rui
This document discusses relationship marketing and its impact on organizational performance. It explores the theoretical foundations of relationship marketing and examines how adopting this concept affects performance indicators. Relationship marketing focuses on creating and sustaining long-term relationships with customers through mutual cooperation rather than short-term transactions. When organizations implement relationship marketing successfully through internal marketing and keeping promises to customers, it can lead to improved customer loyalty, retention and positive word-of-mouth, ultimately improving organizational performance. Interactive marketing and developing trust, empathy and reciprocity in customer relationships are important aspects of relationship marketing discussed in the document.
Governance of buyer supplier relationship in morocco context qualitative studyAlexander Decker
This document summarizes a research paper about governance of buyer-supplier relationships in Morocco. It discusses how collaborative, long-term relationships can provide competitive advantages but also notes that many such relationships fail. The document reviews contractual and relational approaches to understanding buyer-supplier relationships. It discusses how relational approaches consider non-contractual factors like trust, commitment, and learning that influence relationship effectiveness and sustainability. Finally, it examines theories of power and dependence in relationships and how mutual dependence between buyers and suppliers can encourage cooperative behavior.
Value creation in relationship exchange explication by Ethical Approach: an a...IOSR Journals
This research developed an integrative model to explain the impact of the ethical dimension and bonding on value relationship in the field of services to morocco SMES on inter organizational context. In this article, the authors provide a thorough conceptualization of value relationship and its possible antecedents, i.e., bond relationship; equity drawing on an empirical base of 240 SMEs questionnaires, Structural equations modeling (SEM) is used to evaluate the simultaneous effects of the predictive variables. Implications for marketers’ academicians and managers are discussed, and areas for future research are presented.
This document summarizes a research paper that studied the relationship between salesperson presentation skills, customer satisfaction, and customer loyalty. It hypothesized that salesperson presentation skills positively influence customers' intention to spread positive word-of-mouth marketing. It also hypothesized that this relationship is mediated by customers' cognitive and emotional satisfaction. The document reviewed literature on salesperson behavior, customer satisfaction, and loyalty formation. It proposed a research model based on Oliver's cognitive-affective-conative behavior pattern to test these relationships and guide the study.
Effects of switching barriers on satisfaction repurchase intentions and attit...Cuong Dinh
This document summarizes previous research on switching barriers and their effects on customer satisfaction, repurchase intentions, and attitudinal loyalty. It defines switching barriers as any factors that make it difficult or costly for customers to change providers. Previous studies have identified different types of switching barriers, including interpersonal relationships with suppliers, switching costs, investment in the current relationship, and attractiveness of alternative providers. The document proposes that switching barriers can have both positive and negative effects, and aims to empirically test their impacts on satisfaction, repurchase intentions, and loyalty.
- The document discusses non-collaborative relationships between businesses and how they can enhance innovation, especially for small and medium enterprises (SMEs).
- While collaborative relationships are important for innovation, the literature also supports how non-collaborative or informal relationships can provide outside insights and perspectives that help improve innovations.
- The research aims to understand how characteristics of non-collaborative relationships can lead to more open innovation for SMEs in northern England and how SMEs can utilize these relationships to enhance their innovations and commercialization.
The execution and construction of the Research article is to be engaged an in-depth
business description, and to gather evidential data statement analysis on how local
businesses somehow be engaging with their customers in an honest corporate mindset, and
to establish B2C marketing relationships in the local market. As per many business leaders
of different organizations said that, to be globally competitive and to attract loyal consumers,
one should first patronize the local products including the company branding, and second, a
continuous B2C honest engagements within them. Categorically speaking, there are several
perceptions, challenges, and apprehensions for most consumers’ point of views in relation to
their business proprietary engagements and other third party related business
communications. This is when business owners started to imposed several commanding
entity regulations that ensure their local branding will not suffer, and it will still be patronize
by their valuable consumers at present.
A lot research on perceived quality, the quality of the relationship, has been going on in the hospital
sector for years (Andaleeb, 2001; Akter et al, 2008; Nefzi, 2007). The inclusion of patients’ opinions in the
evaluation of relational quality and the relationship between the patient and the health facility still remains an
ambiguity, due to the existence of dependency-independency relationship between the patients of the health
facility. The objective of this research is to analyse the contribution of the dimensions (Satisfaction and Trust) of
relational quality on patient loyalty in
Operation Management Strategies 1
LITERATURE REVIEW 7
Literature Reviewin Operation Management Strategies
Qualitative cases in operation management
The study inspects the condition of subjective research endeavors in operation administration. Five fundamental operation administration diaries are incorporated for their effect on the field. The subjective detailed analyzes picked were distributed somewhere around 1993 and 2008. With an expanding pattern to utilizing more subjective research endeavors, there have been significant and huge commitments to the operation administration department, particularly in the territory of hypothesis building.
In a significant number of the subjective detailed analyzes they explored, sufficient points of interest in research outline, information accumulation, and information investigation were absent. For example, there are studies that don't offer examining rationale or a portrayal of the investigation through which research draws results. Further, researches conventions for doing inductive detailed analyze are much better created contrasted with the research conventions for doing deductive careful investigations. Thusly, there is an absence of reliability in how the case technique has been connected. As subjective researchers, they offer recommendations on how we can enhance what have been done and raise the level of thoroughness and consistency (Mei, 2011).
Buyer perceptions of supply disruption risk
Scott argues that as supply chains get to be more minds boggling, firms face expanding dangers of supply interruptions. The process through which purchasers settle on decisions notwithstanding these dangers, nonetheless, has not been investigated. In spite of research highlighting the criticalness of behavioral methodologies to risk, there is restricted research that applies these perspectives of danger in the supply chain writing. This paper addresses this crevice by drawing on behavioral danger hypothesis to examine the causal connections among circumstance, representations of danger, and choice making inside the buying area.
They investigate the relationship between greatness of supply disturbance, likelihood of supply interruption, and general supply disturbance risk. Furthermore, they attract on trade hypotheses to distinguish item and business sector figures that effect purchasers' impression of the likelihood and extent of supply interruption. At last, they take a gander at how representations of danger influence the choice to look for options wellsprings of supply. The model was tested utilizing information gathered from 223 obtaining administrators and purchasers of immediate materials. The results demonstrate that both the likelihood and the size of supply disturbance are paramount to purchasers' general view of supply interruption risk (Ellis, 2010).
Examining supply chain relationships
Gilbert finds out that firm.
Impact of gender and types of stores on CRMdeshwal852
The relationship between the retailer and customer is very close in comparison to other chains of distribution. Success of any organization depends upon the quantity and quality of customers. Customer relationship management is a promising tool that empowers marketers to maintain their presence in the
vivacious marketing environment. The research paper attempts to evaluate the perception of gender and
to find out the influence of organized stores and unorganized stores on customer relationship management. In this study we concluded that gender have no significant role for different dimensions of customer relationship management. Both organized stores and unorganized stores provide considerable weightage to customer relationship management.
Abnormalities of hormones and inflammatory cytokines in women affected with p...Alexander Decker
Women with polycystic ovary syndrome (PCOS) have elevated levels of hormones like luteinizing hormone and testosterone, as well as higher levels of insulin and insulin resistance compared to healthy women. They also have increased levels of inflammatory markers like C-reactive protein, interleukin-6, and leptin. This study found these abnormalities in the hormones and inflammatory cytokines of women with PCOS ages 23-40, indicating that hormone imbalances associated with insulin resistance and elevated inflammatory markers may worsen infertility in women with PCOS.
A usability evaluation framework for b2 c e commerce websitesAlexander Decker
This document presents a framework for evaluating the usability of B2C e-commerce websites. It involves user testing methods like usability testing and interviews to identify usability problems in areas like navigation, design, purchasing processes, and customer service. The framework specifies goals for the evaluation, determines which website aspects to evaluate, and identifies target users. It then describes collecting data through user testing and analyzing the results to identify usability problems and suggest improvements.
A universal model for managing the marketing executives in nigerian banksAlexander Decker
This document discusses a study that aimed to synthesize motivation theories into a universal model for managing marketing executives in Nigerian banks. The study was guided by Maslow and McGregor's theories. A sample of 303 marketing executives was used. The results showed that managers will be most effective at motivating marketing executives if they consider individual needs and create challenging but attainable goals. The emerged model suggests managers should provide job satisfaction by tailoring assignments to abilities and monitoring performance with feedback. This addresses confusion faced by Nigerian bank managers in determining effective motivation strategies.
A unique common fixed point theorems in generalized dAlexander Decker
This document presents definitions and properties related to generalized D*-metric spaces and establishes some common fixed point theorems for contractive type mappings in these spaces. It begins by introducing D*-metric spaces and generalized D*-metric spaces, defines concepts like convergence and Cauchy sequences. It presents lemmas showing the uniqueness of limits in these spaces and the equivalence of different definitions of convergence. The goal of the paper is then stated as obtaining a unique common fixed point theorem for generalized D*-metric spaces.
A trends of salmonella and antibiotic resistanceAlexander Decker
This document provides a review of trends in Salmonella and antibiotic resistance. It begins with an introduction to Salmonella as a facultative anaerobe that causes nontyphoidal salmonellosis. The emergence of antimicrobial-resistant Salmonella is then discussed. The document proceeds to cover the historical perspective and classification of Salmonella, definitions of antimicrobials and antibiotic resistance, and mechanisms of antibiotic resistance in Salmonella including modification or destruction of antimicrobial agents, efflux pumps, modification of antibiotic targets, and decreased membrane permeability. Specific resistance mechanisms are discussed for several classes of antimicrobials.
A transformational generative approach towards understanding al-istifhamAlexander Decker
This document discusses a transformational-generative approach to understanding Al-Istifham, which refers to interrogative sentences in Arabic. It begins with an introduction to the origin and development of Arabic grammar. The paper then explains the theoretical framework of transformational-generative grammar that is used. Basic linguistic concepts and terms related to Arabic grammar are defined. The document analyzes how interrogative sentences in Arabic can be derived and transformed via tools from transformational-generative grammar, categorizing Al-Istifham into linguistic and literary questions.
A time series analysis of the determinants of savings in namibiaAlexander Decker
This document summarizes a study on the determinants of savings in Namibia from 1991 to 2012. It reviews previous literature on savings determinants in developing countries. The study uses time series analysis including unit root tests, cointegration, and error correction models to analyze the relationship between savings and variables like income, inflation, population growth, deposit rates, and financial deepening in Namibia. The results found inflation and income have a positive impact on savings, while population growth negatively impacts savings. Deposit rates and financial deepening were found to have no significant impact. The study reinforces previous work and emphasizes the importance of improving income levels to achieve higher savings rates in Namibia.
A therapy for physical and mental fitness of school childrenAlexander Decker
This document summarizes a study on the importance of exercise in maintaining physical and mental fitness for school children. It discusses how physical and mental fitness are developed through participation in regular physical exercises and cannot be achieved solely through classroom learning. The document outlines different types and components of fitness and argues that developing fitness should be a key objective of education systems. It recommends that schools ensure pupils engage in graded physical activities and exercises to support their overall development.
A theory of efficiency for managing the marketing executives in nigerian banksAlexander Decker
This document summarizes a study examining efficiency in managing marketing executives in Nigerian banks. The study was examined through the lenses of Kaizen theory (continuous improvement) and efficiency theory. A survey of 303 marketing executives from Nigerian banks found that management plays a key role in identifying and implementing efficiency improvements. The document recommends adopting a "3H grand strategy" to improve the heads, hearts, and hands of management and marketing executives by enhancing their knowledge, attitudes, and tools.
This document discusses evaluating the link budget for effective 900MHz GSM communication. It describes the basic parameters needed for a high-level link budget calculation, including transmitter power, antenna gains, path loss, and propagation models. Common propagation models for 900MHz that are described include Okumura model for urban areas and Hata model for urban, suburban, and open areas. Rain attenuation is also incorporated using the updated ITU model to improve communication during rainfall.
A synthetic review of contraceptive supplies in punjabAlexander Decker
This document discusses contraceptive use in Punjab, Pakistan. It begins by providing background on the benefits of family planning and contraceptive use for maternal and child health. It then analyzes contraceptive commodity data from Punjab, finding that use is still low despite efforts to improve access. The document concludes by emphasizing the need for strategies to bridge gaps and meet the unmet need for effective and affordable contraceptive methods and supplies in Punjab in order to improve health outcomes.
A synthesis of taylor’s and fayol’s management approaches for managing market...Alexander Decker
1) The document discusses synthesizing Taylor's scientific management approach and Fayol's process management approach to identify an effective way to manage marketing executives in Nigerian banks.
2) It reviews Taylor's emphasis on efficiency and breaking tasks into small parts, and Fayol's focus on developing general management principles.
3) The study administered a survey to 303 marketing executives in Nigerian banks to test if combining elements of Taylor and Fayol's approaches would help manage their performance through clear roles, accountability, and motivation. Statistical analysis supported combining the two approaches.
A survey paper on sequence pattern mining with incrementalAlexander Decker
This document summarizes four algorithms for sequential pattern mining: GSP, ISM, FreeSpan, and PrefixSpan. GSP is an Apriori-based algorithm that incorporates time constraints. ISM extends SPADE to incrementally update patterns after database changes. FreeSpan uses frequent items to recursively project databases and grow subsequences. PrefixSpan also uses projection but claims to not require candidate generation. It recursively projects databases based on short prefix patterns. The document concludes by stating the goal was to find an efficient scheme for extracting sequential patterns from transactional datasets.
A survey on live virtual machine migrations and its techniquesAlexander Decker
This document summarizes several techniques for live virtual machine migration in cloud computing. It discusses works that have proposed affinity-aware migration models to improve resource utilization, energy efficient migration approaches using storage migration and live VM migration, and a dynamic consolidation technique using migration control to avoid unnecessary migrations. The document also summarizes works that have designed methods to minimize migration downtime and network traffic, proposed a resource reservation framework for efficient migration of multiple VMs, and addressed real-time issues in live migration. Finally, it provides a table summarizing the techniques, tools used, and potential future work or gaps identified for each discussed work.
A survey on data mining and analysis in hadoop and mongo dbAlexander Decker
This document discusses data mining of big data using Hadoop and MongoDB. It provides an overview of Hadoop and MongoDB and their uses in big data analysis. Specifically, it proposes using Hadoop for distributed processing and MongoDB for data storage and input. The document reviews several related works that discuss big data analysis using these tools, as well as their capabilities for scalable data storage and mining. It aims to improve computational time and fault tolerance for big data analysis by mining data stored in Hadoop using MongoDB and MapReduce.
1. The document discusses several challenges for integrating media with cloud computing including media content convergence, scalability and expandability, finding appropriate applications, and reliability.
2. Media content convergence challenges include dealing with the heterogeneity of media types, services, networks, devices, and quality of service requirements as well as integrating technologies used by media providers and consumers.
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This document surveys trust architectures that leverage provenance in wireless sensor networks. It begins with background on provenance, which refers to the documented history or derivation of data. Provenance can be used to assess trust by providing metadata about how data was processed. The document then discusses challenges for using provenance to establish trust in wireless sensor networks, which have constraints on energy and computation. Finally, it provides background on trust, which is the subjective probability that a node will behave dependably. Trust architectures need to be lightweight to account for the constraints of wireless sensor networks.
This document discusses private equity investments in Kenya. It provides background on private equity and discusses trends in various regions. The objectives of the study discussed are to establish the extent of private equity adoption in Kenya, identify common forms of private equity utilized, and determine typical exit strategies. Private equity can involve venture capital, leveraged buyouts, or mezzanine financing. Exits allow recycling of capital into new opportunities. The document provides context on private equity globally and in developing markets like Africa to frame the goals of the study.
This document discusses a study that analyzes the financial health of the Indian logistics industry from 2005-2012 using Altman's Z-score model. The study finds that the average Z-score for selected logistics firms was in the healthy to very healthy range during the study period. The average Z-score increased from 2006 to 2010 when the Indian economy was hit by the global recession, indicating the overall performance of the Indian logistics industry was good. The document reviews previous literature on measuring financial performance and distress using ratios and Z-scores, and outlines the objectives and methodology used in the current study.
Taurus Zodiac Sign: Unveiling the Traits, Dates, and Horoscope Insights of th...my Pandit
Dive into the steadfast world of the Taurus Zodiac Sign. Discover the grounded, stable, and logical nature of Taurus individuals, and explore their key personality traits, important dates, and horoscope insights. Learn how the determination and patience of the Taurus sign make them the rock-steady achievers and anchors of the zodiac.
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1. Journal of Economics and Sustainable Development www.iiste.org
ISSN 2222-1700 (Paper) ISSN 2222-2855 (Online)
Vol.2, No.7, 2011
Antecedents of Supplier-Retailer Relationship Commitment:
An Empirical study on Pharmaceutical Products in
Bangladesh
Md. Borak Ali
Department of Marketing, University of Rajshahi, Bangladesh
Cell Phone: 88 01914 254160, Fax: 88 0721 750064
E-mail: borak_bbs@hotmail.com
Received: October 20, 2011
Accepted: October 29, 2011
Published: November 4, 2011
Abstract
Relationship marketing strategy is one of the effective options to strengthen firms’ market position in this
competitive age. Commitment plays central role in exchange relationships between supplier and retailer.
Recent literature on antecedents of relationship marketing on inter organizational relations provide
evidences that relationship commitment can yield significant benefits for firms. Although a large number of
studies have been conducted on antecedents of relationship marketing, none of them covers how these
antecedents influence relationship commitment between supplier and retailer. This study proposes and tests
a model to examine how supplier-retailer relationship antecedents influence their relationship commitments.
Collecting and analyzing survey data of 200 retailers of pharmaceutical products, this study finds
significant influences of communication, trust, flexibility, reputation and dependence on relationship
commitment. The findings prove that business relationships are more embedded where communication,
trust, reputation and dependency can play vital roles. The correlation result shows that all the variables in
this relationship are positively correlated. Based on regression results, it is observed that communication
has the highest influence on supplier-retailer relationship. This result can be used as the central assumption
of success for firms that reach to the top of the quality ladder.
Keywords: Relationship, Commitment, Pharmaceutical products
1. Introduction
The concept of relationship marketing in business literature has drawn huge attention to the scholars
around the world. They argue that firms’ successes depend on building and maintaining long-term and
mutually supportive relationships with the stakeholders. Both academicians and businesses emphasize
on how a firm achieves its organizational goals investing minimum efforts and resources. Firms find
relationship marketing strategy as one of the viable options in this purpose. It is also a debate whether
international actors (Håkansson & Johanson 1992) are emphasizing on building and maintaining
relationship with B-to-B or B-to-C. Relationship marketing has emerged as a central tenet in the
business-to-business literature (Tellefsen & Thomas 2005). Accordingly it is considered as the most
effective strategy to retain customer in this heart-throat competitive age. However, the introduction of
relationship marketing concept can be found if one goes far back of the history. The ancient people did
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not have shelter, security, and even civilization but there were interaction in many regards among
themselves. These interactions can suitably be defined as relationship. The academic recognition as well
as research on relationship marketing has increased significantly since last decade. It is no longer
considered as a concept only rather it is a strategic weapon of the firms.
In fact, actors are involved in the business-to-business relationship with the view of mutual benefits.
Actors seek to cultivate close relationship between themselves with a sense of commitment (Gounaris
2005). Commitment plays pivotal role in exchange relationships. Sustainable relationship between
retailer and supplier has been assumed as a competitive edge for the organizational performance (Sin el
al. 2005). This becomes evident when marketing model has changed from product-centered stage to the
customer-centered stage that pays much attention on relationship with suppliers than the traditional
sales model (Xu et al. 2002). Most organizations therefore, pay much attention for building, maintaining
and enhancing relationship (Gummesson 2002) with their stakeholders.
Commitment is considered as the most important variable in relationship marketing study. A strong
commitment between the exchange partners lead greater relationship performance. This study contributes
to the B to B literature by expanding conceptualization of commitment and using an expanding role of
exchange partner in relationship. Personal bondage of partners reflects the degree of relationship
commitment. Trust is also an important determinant of relationship measurement. Scholars argue that
both communication and exchange of information influences trust and commitment in retailer-supplier
relationships (Coote et al. 2003). Hence, the study of relationship marketing issues is emerged in all aspect
of business. It is observed that a wide variety of studies have been conducted on the field of buyer-seller
relationship. However, this study put significant attention on how various antecedents affect the
retailer-supplier relationship in pharmaceutical industry in a developing country like Bangladesh.
2. Objectives
Recognizing the importance of relationship strategy in buyer-seller exchange process, this study addresses
the key factors that affect supplier-retailer relationship commitment. Thus the main purpose of this study is
to suggest a suitable relationship marketing strategy between retailer and supplier of pharmaceutical
products in Bangladesh. The specific objective of the study refers to develop a model in terms of
retailer-supplier relationship commitment and to know their behavioral trends in the exchange process.
3. Literature Review
The increasing research attention to the concept of relationship marketing (Sin et al. 2005) has been
expanded to the various dimensions of the field. Despite the academic recognition, researches on
relationship marketing uncover a wide variety of aspects. Adamson et al. (2003) find a positive correlation
between firm’s marketing strategy and commitment and trust in relationship for corporate banking business
sector. Gounaris’s (2005) study addresses trust and commitment that have impact on perceived quality of
service and customer bonding. This study also argues how customer’s affective commitment towards
relationship builds customers motivated to retain in relationship and also invest in relationship. A similar
study is conducted by Wong & Sohal (2002) where the authors investigate the concepts of trust and
commitment on relationship and their impact on relationship quality. They find significant role of trust and
commitment on the relationship quality. The study of Sin et al. (2005) identifies six components (trust,
bonding, communication, shared value, empathy and reciprocity) of the relationship marketing orientation
between the businesses of mainland China and Hong Kong.
Fontenot & Hyman (2004) focus on the development, enhancement, and maintenance of enduring
relationships among exchange partners where the authors examine the role of antitrust in relationship
marketing. Palmer (2002) attempts on buyer-supplier relationships where the impact of selfishness on
relationship marketing is investigated. Palmer’s study makes a comparison between individualism and
collectivism (Hofstede 1980), and he finds relationship marketing represents a dynamic tension between
the forces of individualism and collectivism and selfishness may be crucial to successful relationship.
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The study of Tellefsen & Thomas (2005) examines the role of individual on relationship and identifies
the antecedents of commitment, which made relational exchange between service receiver and service
provider. This study can only give some concept on how relationship is made between
business-to-business organizations. Wu (2008) investigates some Chinese family-owned manufacturing
firms and examine the mediating role of information sharing in the relationship between social capital
and firm competitiveness. The author finds significant role of information sharing in building
relationship and as well as firm competitiveness. Author further argues that information benefit is one of
the key benefits of social capital (trust, network ties and repeat transaction) that contribute firm
performance, which direct the competitive strength of the firm.
Saxena (2005) examines different attitudes of actors for partnership building and their perception of
cross-sector networks. Further, drawing on network theory, Zhou et al. (2007) investigate how home-based
social network play a mediating role in internationalization process and firm performance in born-global
SMEs. The findings could be meaningful in integrating variables in investigating any theoretical framework
in any developing country’s manufacturer - supplier context. Many other authors focuses on commitment as
a powerful construct in relationship which embodies a desire to develop a stable relationship, a
willingness to make short-term sacrifices, and a confidence in the stability of the relationship (Anderson &
Weitz 1992). While Morgan & Hunt (1994) define commitment as an exchange partner of an ongoing
relationship.
The growing interest in supplier-retailer relationship variables has not been accompanied by consensus in
the literature regarding the conceptualization of constructs and their dimensionality. The existing literature
reveals that the relationship variables are measured widely across the world in different industry context,
however none of the studies found in pharmaceutical products. Therefore, the research question stands as-
Do the relationship variables influence retailer-supplier commitment and relationship performance?
4. Conceptual Framework and Hypothesis:
Drawing on the review of main stream literatures and their theoretical arguments, five factors have been
identified as the most relevant to retailer commitment in this study. By consolidating findings of the
existing literature and the theoretical basis of the commitment building process in an exchange relationship
between supplier-retailer, this study proposes a research framework that integrates factors such as
communication, trust, flexibility, reputation, and dependence to explore their relation to retailer
commitment. This will help furthering the understanding of retailer commitment in relationship
performance and provide guidance for building and managing long-term relationships for mutual benefits
of the actors. To pursue the model given below, following constructs are measured to test the hypotheses
developed-
Communication: Communication plays vital role in intensifying the relationship commitment as well as
relationship performance. Communication between or among the partners, in most cases, makes them more
committed to the relationship. Communication is greatly related to trust and commitment (Coote et al
2003). It is a prerequisite for building trust (Morgan & Hunt 1994) and commitment (Anderson & Weitz
1992; Zineldin & Jonson 2000) in the retailer-supplier relationship. Jonsson & Zineldin (2003) also support
the above conception and signify that communication plays proactive role in building trust and enduring
commitment in relationship. This provides argument that communication has an impact on commitment in
the supplier - retailer relationship; therefore, the following hypothesis is drawn:
H1: The greater the communication between retailer and supplier, the higher will be the retailer’s
commitment.
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Communication
Trust
Retailer
Flexibility Commitment
Reputation
Dependence
Figure: Conceptual framework
Trust: Trust has become well discussed issue in B to B and even B to C relationship literature in recent
times. Trust is depicted as behavioral aspect that includes honesty, reliability and integrity (Coote et al.
2003). Trust can be traced as one party relies on or keep confidence in other party (Morgan & Hunt 1994).
In supplier-retailer relationship, both parties search for trust worthy partner (Coote et al. 2003). This
suggests trust is a critical construct explaining commitment. Therefore, the following hypothesis is
developed-
H2: The greater the trust to the suppliers, the greater the retailer commitment.
Flexibility: In relation to supplier selection, flexibility is the most important consideration. Masella &
Rangone (2000) argue that the resource and capability of supplier influences a potential retailer to evaluate
the flexibility and performances of alternative suppliers. Thus the hypothesis is drawn as -
H3: The greater the flexibility of the supplier with the retailer, the stronger the retailer’s commitment to the
supplier.
Reputation: Reputation is another important variable in relationship performance. It offers a strong
organizational image and goodwill (Islam & Ali 2009), which leads to increased satisfaction in relationship.
From this perspective, the retail firm can achieve competitive advantage through partnering with reputed
supplier in a collaborative network arrangement. As a result, supplier’s reputation influences relationship
commitment of retailer. Thus the hypothesis is drawn as-
H4: The greater the perceived reputation of supplier, the stronger the retailer’s commitment to the supplier.
Dependency: The interdependency between the partners is crucial in developing relationship commitment
(Izquierdo & Cillian 2004). Wetzels et al. (1998) stated that a company’s dependence on a partner
traditionally has been defined in channels as the company’s need to maintain a relationship with the partner
to achieve its goals. The higher level of dependence between two transacting parties (supplier-retailer) is
seen when one party seeks the other party is to be achieved greater benefit from the relationships which
ultimately leads to build commitment and thus relationship performance. This, in turn, increases
dependency on supplying firm and increase commitment of the retailer. Therefore it is hypothesized as-
H5: The greater the retailer’s dependence on supplier, the stronger the retailer’s commitment to the
relationship.
Commitment: Relationship commitment does not develop immediately rather it takes long time observation
about relationship behavior of partners. Commitment is characterized by long time observation of the
signals of goodwill, act in good faith, and prove their allegiance (Dwyer et al. 1987) of partners. Thus
relationship commitment has significant impact on relationship performance.
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5. Research Methodology
5.1 Unit of Analysis: The study concentrates on the antecedents of supplier-retailer relationship of
pharmaceutical products in Bangladesh. For this purpose, all the retailer outlets of pharmaceutical products
are considered as the population for this study.
5.2 Sample Design: Around 1000 retail outlets of pharmaceutical products were primarily considered from
the databases of traders association in different regions of the country. Most of the respondents were
selected from Dhaka, Rajshahi, Jessore and Jhenaidah districts as a convenient basis. With their prior
consent, questionnaires were sent to 400 retailers to participate in the survey. Questionnaires were sent to
the respondents through postal mail and in person. A follow up telephone call (where available) and
personal contact with the respondents yielded 230 responses in four weeks time. From the collected
responses, 30 were dropped due to respondents’ inability to fulfill, unconscious responses and excessive
missing data or any other errors. Finally the size of useable sample becomes 200 which amounts to 50%
response rate.
5.3 Measurement Development: The Measures of all constructs in the questionnaire are developed based on
existing literature. Multi-item scales (Seven point Likert scale) response formats are used to operationalize
all the constructs. The measurements for each theoretical construct are described as follows:
Communication: Measurement of communication is based on five indicators of which four (timely
communication, important information, emergency information and information exchange) are adopted
from Coote et al. (2003) and one is adopted from Sin et al. (2005). A composite score was calculated from
these five indicators. The reliability of the measure was satisfactory (Alpha = 0.62).
Trust: Trust is measured with five indicators. The measures such as believe, dependability, and rely on the
promises are borrowed from Coote et al. (2003), honest and truthful are also borrowed from Coote et al.
(2003) and Saleh & Ali (2009). The measure speaks openly is borrowed from Tellfsen & Thomas (2005);
Saleh & Ali (2009); and Coote et al. (2003). All six indicators run in reliability test and their composite
score was satisfactory (Alpha=0.66)
Flexibility: Flexibility is operationalized with five indicators (keeping request, accept changes, facing
uncertain situation, financial flexibility, and flexible business) which are developed by the author. The total
score of reliability of the indicators used to measuring flexibility was Alpha=0.42.
Reputation: The author develops five indicators such as product reputation, good product, well behaviour,
timely supply and supply on demand to measure the reputation of supplier in determining relationship with
retailer. The composite score of the five indicators shown a moderate result which was Alpha=0.51.
Dependency: Dependency is run with the help of six indicators measures, five of them (dependable,
trustworthy, effective transactions, reliable price and maintaining promises) are developed by the author
and the remaining one (achieving sales target) is borrowed from Saleh & Ali, (2009). The composite score
of these six items was satisfactory (Alpha=0.73)
Commitment: Commitment is measured with six indicators. Three indicator measures such as involves long
time, profitable relations and committed in relationship are adopted from Coote et al. (2003). Two
indicators (supplier cooperation and response quickly) are borrowed from Skarmeas & Katsikeas (2002).
The remaining one indicator (like to work long time) is taken from Tellfsen & Thomas, (2005) and Coote et
al. (2003). The indicators used to measure dependency was acceptable with a composite score of
Alpha=0.51.
5.4 Model Specification: This study develops a model based on the theoretical background and conceptual
framework of relationship marketing. An econometric regression using ordinary least squares (OLS)
method is designed as follows:
13
Yi=βₒ+ ∑β X +U
k=1
k ik i
Where Y is dependent variable- commitment of firm which is a categorical variable ranging from 1 to 7
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indicating lower to higher degree of agreeness, i is retail firm, X is set of explanatory variables that includes
communication, trust, flexibility, reputation, and dependency. All of them are categorical variables
indicating higher values for strong agreeness. The supplier-retailer relationship is also measured by social
and demographic factors of the respondents such as sex, age, marital status, number of years in business,
job responsibility status, relation with supplier, business type and number of product. In the above model U
is the error term.
5.5 Questionnaire Preparation: The structured questionnaire was prepared on the basis of supplier-retailer
relationship dimensions which were constructed from extant literature. In case of all constructs, related
measures were borrowed from literature; however, some of the measures were developed by the author.
Seven point Likert scale was used in each measure where 1= strongly disagree and 7= strongly agree.
5.6 Data Collection Method: The study was mainly conducted based on primary data. Necessary secondary
data were used to support the primary data which makes the analysis more authenticated. However, the
source of data collection depends on the nature of data needed. Structured questionnaire was administered
on randomly selected respondents from Dhaka, Rajshahi, Jessore and Jhenaidah districts to obtain their
overall evaluation for each statement of measures. Questionnaire was mailed to the respondents with
returned envelope giving them four weeks time to return it back after duly filled in. 20 percent of the
questionnaires were personally supplied to the respondents of two cities i.e., Jessore and Rajsahahi giving
them time for one week. After one week, personally distributed questionnaires were collected in person. All
the collected and mail received questionnaires were compiled and analyzed accordingly.
5.7 Data Analysis: The research setting and proposed hypotheses of the study endeavor that statistical tools
and techniques need to be used to analyze empirical data. Hence, STATA software was used to test and
signify the relations among the variables of the study. A pair wise correlation was used to observe the
relationship among the variables. Similarly, regression analysis was run to determine the influence of each
variable in this relationship.
6. Results and Analysis
6.1 Descriptive Statistics: In this study, the relationship commitment of supplier and retailer is measured
based on five variables such as communication, trust, flexibility, reputation and dependency. Table-1
defines descriptive statistics where total number of case is 200.
The total value of each variable was computed in the beginning of the analysis. From the total value of each
construct, mean value for communication, trust, flexibility, reputation and dependency is found 29.55,
28.25, 26.37, 28.66, 33.25 and 32.79 respectively on retailer-supplier relationship for pharmaceutical
products in Bangladesh. The highest variance in this relationship is found in dependency which scores
25.68. On the contrary, the lowest variance is found in communication at a score of 11.59.
6.2 Correlation: In Table- 2, pair wise correlations among the variables are observed where results show
that variables are positively correlated. In this observation communication and trust have relatively higher
correlation with relationship commitment securing 0.43 score in both cases. However, flexibility has less
influence among the observed variables in relationship commitment having score at 0.26.
Although a higher correlation (0.56) is found between dependency and trust, dependency has comparatively
lower correlation value with commitment. A higher value (0.44) is also seen between dependency and
reputation. Thus, dependency cannot be the influential as it is found in case of communication and trust in
retailer-supplier relationship. This variable can be influential in other types of relationship or in case of
other product category.
6.3 Regression Analysis: Table-3 reports results of regression equation which examines whether the
hypothesized relationship is significant or not in the retailer-supplier relationship of pharmaceutical
products in Bangladesh. Results show that communication is significantly related to the relationship
commitment which can improve the relationship performance of retailer and supplier. It shows that per unit
changes of Likert Scale, the commitment in this relationship is changed by 0.35 unit. Similarly, both trust
and reputation have significant effects at 10% significant level where per unit changes of Likert scale
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causes the change of commitment by 0.17 and 0.15 units respectively. On the other hand, dependency is
marginally significant at 10% level with commitment. On the contrary, flexibility has negative impact on
relationship commitment though the result is not statistically significant.
However, these regression results are very much consistent with the correlation results reported in table 2.
Other explanatory variables in this observation such as sex, age, marital status, business experience, job
status, years of relation with supplier, business type and product type do not have any significant impact on
retailer-supplier relationship commitment.
The statistical results indicate that there is no significant variation among the explanatory variables. Hence,
all the hypotheses of this observation are strongly supported which is shown in Table-4.
7. Discussion the Result
Relationship commitment has proven to be a central factor in the success of retailer-supplier interaction. As
results show, all the explanatory variables except flexibility have positive impacts in retailer-supplier
relationship; however, the degree of their influences can be varied. Each of the explanatory variables is
measured with 5-6 items. The selected items in each variable category were verified by the reliability test
and scores were satisfactory. A total of 32 items were included in this study under six variables along with
demographic factors of the retailers. The results show that these variables promote retailer-suppliers
relationship for pharmaceutical products in their exchange process. Communication between retailer and
supplier has of its great influences that are found both in correlation and regression results. The results
show communication and mutual trust positively influence long-term relationship commitment of retailer
which may further endeavors their relationship quality. Retailer’s commitment can encourage deeper
involvement and interactions in the relationship with supplier which enables performance outcome
(Anderson and Weitz 1992). Hypothesis testing results also show that all the explanatory variables support
the relationship with a high degree of significant level. Hence, the variables undertaken for the study
confirm the relationship. However, retailer’s commitment to the relationship with supplier takes time to
form expected outcome because many other factors influence this relationship. This is evident with the
r-square value (0.31). The author discovers a variation in their influences among and between the observed
variables when bivariate and multivariate regression is run separately. Relations between the variables
(bivariate) secure higher value than multivariate observations. These results prove that retailer’s
commitment in each aspect of this relationship is stronger than their composite effect. However, the role of
communication is found most significant in both analyses. It is therefore, recommended that both parties in
this relationship should communicate on a regular basis regarding their business affairs.
Trust, mutual dependency and reputation of supplier are also significantly influenced relationship
commitment. However, the role of flexibility regarding financial matter or any other new situations was
found less significant in this study which means retailers of pharmaceutical products prefer routine business
with their suppliers. This particular finding in fact, requires further investigation before its generalization.
In this study, relationship performance is considered as the final resting place of retailer-supplier
relationship which is directly related to commitment and commitment in turn is influenced by
communication, trust, flexibility, reputation and dependency. Other demographic factors of the retailers
shown in this study have no significant influence on relationship commitment or relationship performance.
So, demographic factors are not important in retailer-supplier relationship in pharmaceutical industry.
8. Conclusion
The findings of the study indicate that business relationships are more embedded where communication,
trust, reputation and dependency play vital roles. This study provides a contemporary knowledge about the
field of relationship marketing. The variables considered for the study will serve guidelines in developing
retailer- supplier relationship. The research findings also contribute in fostering new insights and
understanding for researchers and practitioners. This outcome may contribute researchers for their future
research design hence, future researchers can undertake similar study in the field of relationship marketing.
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All the facts and findings of the study come from empirical observations, therefore, these results can be
generalized. Therefore, study results are recommended as a true observation for building and maintaining
relationship in their exchange process. Finally, the outcomes of the study can help the actors in developing
their business strategy.
9. Limitations and Future Research Scope
The categorical data was used in this study and later they were converted into numeric form. The role of
each measurement item of the construct is not considered in the analysis. Author do not also find the most
influential item in each construct category. Hence, author is not free from a little doubt about the ultimate
outcome of the study. Due to time constraint author could not examine the relationship between retailer
commitment and relationship performance. Author has an interest to examine the relationship between
retailer commitment and relationship performance. Moreover, the r-squared value of 0.31 indicates that
factors determining the commitment of firm have not sufficiently been captured in the regression equation.
So there is ample opportunity to conduct future research incorporating other potential variables in the field
of relationship marketing.
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Table-1: Descriptive Statistics
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Variables Std. Alpha
Number Minimum Maximum Mean Deviation Variance
Communication 200 18.00 35.00 29.55 3.40 11.59 0.62
Trust 200 15.00 35.00 28.25 3.69 13.60 0.66
Flexibility 200 17.00 35.00 26.36 3.78 14.30 0.42
Reputation 200 18.00 35.00 28.66 3.65 13.35 0.51
Dependency 200 16.00 42.00 33.25 5.07 25.68 0.73
Commitment 200 20.00 42.00 32.79 4.09 16.69 0.51
Table- 2: Correlation matrix
Commitment Communication Trust Flexibility Reputation Dependency
Commitment 1.00
Communication 0.43*** 1.00
Trust 0.43*** 0.46*** 1.00
Flexibility 0.27*** 0.34*** 0.39*** 1.00
Reputation 0.34*** 0.26*** 0.39*** 0.36*** 1.00
Dependency 0.35*** 0.19** 0.56*** 0.28*** 0.44*** 1.00
Note: ***p<0.001, **p<0.01
Table-3: Results of regression coefficient
Commitment β t P>t [95% Conf.
0.35***
Communication 4.00 0 0.18
(0.09)
0.17**
Trust 1.83 0.07 -0.01
(0.09)
-0.00
Flexibility -0.00 0.1 -0.15
(0.08)
0.15**
Reputation 1.86 0.06 -0.01
(0.08)
0.10**
Dependency 1.65 0.10 -0.02
(0.06)
1.66
Sex 0.90 0.37 -1.97
(1.84)
0.01
Age 0.36 0.72 -0.06
(0.04)
0.08
Marital status 0.10 0.92 -1.39
(0.74)
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11. Journal of Economics and Sustainable Development www.iiste.org
ISSN 2222-1700 (Paper) ISSN 2222-2855 (Online)
Vol.2, No.7, 2011
Business 0.08
0.80 0.43 -0.12
experience (0.10)
-0.17
Job status -0.64 0.52 -0.68
(0.26)
Years of -0.14
-1.00 0.32 -0.42
relations (0.14)
-0.25
Business type -0.42 0.67 -1.40
(0.58)
0.00
Product type 1.09 0.28 -0.00
(0.00)
7.92
Constant 1.93 0.06 -0.18
(4.10)
Model Summary
N= 200, R Square = 0.31, F Change= 8.21, p<0.001
Note: ***p<0.001, ** p<0.01
Table-4: Results of hypotheses
Hypothesis Regression Test
Coefficient Result
H1 The greater the communication between retailer and 0.43*** Supported
supplier, the higher will be the retailer’s commitment.
H2 The greater the trust to the suppliers, the greater the 0.43*** Supported
retailer commitment
H3 The greater the flexibility of the supplier with the retailer, 0.27*** Supported
the stronger the retailer’s commitment to the supplier.
H4 The greater the perceived reputation of supplier, the 0.34*** Supported
stronger the retailer’s commitment to the supplier.
H5 The greater the retailer’s dependence on supplier, the 0.35*** Supported
stronger the retailer’s commitment to the relationship.
Note: ***p<0.001
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