Management Dynamics in the Knowledge Economy (E-Journal)
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Determinants of Positive Word of Mouth in the Tunisian Tourism Sector
Get PDFOur study aims to support a critical view on a large literature on relational fidelity. It seeks to demonstrate that, to understand the loyalty in the context of an experiential consumption, the analytical framework must be changed. It is beyond the simplistic view considering consumption as an instantaneous act and positions themselves within a more holistic approach with consumption as an experience for the consumer. We try to investigate to what extent the novelty, control and commitment help explain the strength of the relationship that could bind a consumer to the provider. We discuss and test the validity of a complex network of relationships breaking with the theoretical approaches. Then, we test, through an empirical study, the validity of the relationships identified in the literature in the context of a consumption experience of hotel services in North West Tunisia
Service Recovery, Satisfaction and Customers’ Post Service Behavior in the Malaysian Banking Sector
Get PDFFinancial services sector has become so competitive after Malaysia government’s liberalization policy. In order to address this intense competition, banks have shifted their strategy from product-centered to a customer-centered strategy. This study is to test a model related to the relationship between the service recovery, customer satisfaction and the after purchase behavior by the customers. To test the proposed model, 370 self-administered questionnaires were distributed. The analyses based on Structural Equation Modeling (SEM) reveal that there are direct relationships between perceived distributive justice, perceived procedural justice, perceived interactional justice and customer satisfaction in regard to service recovery. The results also show that customer satisfaction increases the level of trust among customers. There is also a high possibility that satisfied customers will spread positive word of mouth that can reinforce the good reputation of the service provider. Bootstrap is used to examine the mediation effects of satisfaction and the results show that customer satisfaction fully mediates the relationship between perceived interactional justice and word of mouth. The results also indicate that customer satisfaction partially mediate the following relationships; perceived distributive justice with word of mouth, perceived procedural justice with word of mouth and perceived interactional justice with perceive trust. However, the fact that this study is conducted by using cross sectional method, focuses on banking industry and covers a small area of the country should be taken into consideration for any generalization of results
Policy and Regulation in the Media Landscape: the Greek Paradigm Concentration of Media Ownership Versus the Right to Information
Get PDFBy outlining the long-lasting peculiarities of the Greek media landscape, this paper aims to make us reflect on how the political system affects their development and role. Particularly, through analyzing the policy and regulating frames applied to Greek communication field, we try to shed light on the degree and shapes of media concentration and control as well as on the effects of this widespread phenomenon. Special emphasis is placed on the illicit interweaving of political and media interests, giving rise to a media system which has great difficulties in following constructively the technological developments in the field and challenges the active participation of citizens in the public affairs. In the contemporary society of digital revolution market values continue to be dominant. Those who control the private media outweigh the political figures and as a result any attempts to regulate the communication field are always implemented for the benefit of the private capital. Under these circumstances the question of whether the media can act as amplifiers of the democratic practices is more crucial than ever. This is the central question posed by the paper, arguing that the evolution of the Greek media system is inundated with evidence supporting the view that the particular voice of citizen as well as his right to information is under threat
Conceptual Diagnosis Model Based on Distinct Knowledge Dyads for Interdisciplinary Environments
Get PDFThe present paper has a synergic dual purpose of bringing a psychological and neuroscience related perspective oriented towards decision making and knowledge creation diagnosis in the frame of Knowledge Management. !e conceptual model is built by means ofCognitive-Emotional and Explicit-Tacit knowledge dyads and structured on Analytic Hierarchy Process (AHP) according to the hypothesis which designates the first dyad as an accessing mechanism of knowledge stored in the second dyad. Due to the well acknowledged needsconcerning new advanced decision making instruments and enhanced knowledge creation processes in the field of technical space projects emphasized by a high level of complexity, the herein study tries also to prove the relevance of the proposed conceptual diagnosis modelin Systems Engineering (SE) methodology which foresees at its turn concurrent engineering within interdisciplinary working environments. !e theoretical model, entitled DiagnoSE, has the potential to provide practical implications to space/space related business sector butnot merely, and on the other hand, to trigger and inspire other knowledge management related researches for refining and testing the proposed instrument in SE or other similar decision making based working environment
The Impact of Facebook on University-Students Relationships
Get PDFThe advent of increased competition between higher education institutions (HEI) has resulted in a transformation within the education market. To survive in this internationally competitive and hostile market, HEIs must engage in mutually beneficial relationships with key stakeholders and tailor management practices in line with their vision. Thus there is a symbiotic relationship between the HEI, their stakeholders and the stakeholders’ needs. This article aims to clarify the interests of the primary stakeholder, the Romanian student, by analysing their perception of the Facebook engagement strategies used by Romanian universities. In writing this case study we used a quantitative approach - online questionnaires - distributed to student stakeholders through the official Facebook accounts of the public and private Romanian universities. The research was restricted to 285 questionnaires; the number of valid questionnaires obtained during the time allocated for data collection. The intrinsic value of the study is its integrative approach to the theories and studies regarding the engagement strategies available to HEIs through social media and the research of a heretofore unexplored area in Romanian literature. The study has three key findings: 1) Students welcome an active official Facebook presence by their University and professors; 2) Students have a direct interest and strongly believe that they will derive benefit from the Facebook publication of academic and administrative information; and 3) Students would be highly supportive and appreciative of informal Facebook interaction. Finally we recommend further qualitative research to assess the totality of the impact of social media on the university-students relationship
Digital Natives Coming of Age: Challenges for Managers
Get PDFYouth unemployment is currently a stringent problem in many European countries. Most of the time, both the public opinion and the national and European institutions blame the economic crisis, the social conditioning of these youngsters, and point to the failure of the educational systems to provide them with the necessary qualifications needed on the market. There are a few initiatives, such as the Youth Guarantee launched in 2013, led by European public authorities in order to reduce this phenomenon, but these initiatives address solely the professional proficiency of the youngsters. And most authorities perceive them as citizens who need to be trained to fit with the existing working environments. The situation is, in fact, more complex, as todays youngsters are different from the previous generations in terms of the values they share and the basic way they process information. When speaking of the youth, the high unemployment rate due to system imbalance between people training and work fields’ requirements are just one side of the coin. The other side speaks about the impact digital technology has upon young people, favouring the emergence of the so called digital natives, and about the fact that the working environment in itself has to incorporate changes in order to accommodate these youngsters and fully benefit from their capabilities. As Romanian digital natives come of age, minimizing the mind gap between elder managers and younger employees and candidates becomes an important issue that companies increasingly have to deal with. This article explores the digital natives’ expectations from their managers and from the companies they aim to work for, based upon a survey conducted in four universities in Bucharest. We propose a series of recommendations for managers who work closely with digital natives, in order to improve the work environment and create the premises for better job performance in their teams, possibly reducing, this way, the number of NEETs in Romania
Factors Influencing Customer Satisfaction and E-Loyalty: Online Shopping Environment among the Young Adults
Get PDFAccording to Internet World Stats (2012) about 60.7% of the total population in Malaysia uses the Internet and about more than 11 million people out of that number are young adults. From business and marketing perspectives, according to Nelson (2012), satisfied customers tend to share their experiences about a company or business to other people. Thus, this study aims to examine the factors influencing customer satisfaction, and how customer satisfaction subsequently affects e-loyalty towards online shopping among young adults. A convenience sampling of 193 responses were collected throughout the Klang Valley and it took about three months to complete the whole process of data collection and analyses. In addition, questionnaire survey method was used to collect data from the respondents. All the data gained were analysed by various statistical methods in Statistical Package for the Social Science (SPSS). The reliability of the data was verified via reliability analysis. Furthermore, descriptive analysis was used to describe the basic features of the data in the study; and regression analysis was adopted to test the hypothesised relationships among the variables. Findings show that only e-service quality and information quality have effects on customer’s satisfaction. It was also found that customer’s satisfaction does positively impact e-loyalty. On the other hand, the findings reveal that website design and security were insignificant towards customer’s satisfaction. Overall, the findings of this study would help marketers to formulate and implement effective online marketing strategies, as well as in the decision making process
Economic Growth from a Theoretical Perspective of Knowledge Economy: an Empirical Analyisis for Mexico
Get PDFThis paper analyzes some theoretical aspects of the knowledge economy and measures the effects of the knowledge factor on Mexico’s economic performance over the two past decades. We propose specific indicators to measure the activities of production, acquisition, diffusion, and application of knowledge and verifying their relationship to the GDP per capita through a co-integration econometric model. The overall results agree with the economic theory, since the global knowledge economy indicator is positive and significant. Analyzing the activities individually we found that production and application performed as expected; whereas the values found for acquisition and diffusion are not significant. The amount of knowledge generated in the world increases constantly so that the acquisition of this production cannot keep pace and the capabilities of Mexico to implement knowledge are lagging behind. The acquisition of knowledge has different unregistered elements, such as the informal acquisition, the different qualities of the acquired knowledge and the characteristics of who acquires the knowledge. Perhaps, the most complex indicator is the diffusion of knowledge, which mainly occurs through invisible channels, from person to person, linking tacit knowledge, this phenomenon is hard to quantify
Market Positioning of Public and Private Universities: Students Perspective
No full textThis paper concentrates on universities strategies for admitting students and the rate at which private sector universities expand in today’s higher educational setups. This paper answers the following question: to what extend are the public universities different from the private universities? In an attempt to find the answers, the whole study is developedtowards students’ perception of the universities positioning in terms of what they are offering to the customers, through what they prompt people to apply for admission? Therefore, thispaper looks at the prevailing admission strategies and potential students’ entry requirements at both public and private universities to determine the theoretical systems that are used by these universities in competition for customers (students). A quantitative survey of students in both public and private universities in Ghana was undergone In all, a total number of 255 questionnaires were printed. Only 187 were answered and returned out of 200 distributed questionnaires to the public sector universities whereas 55 questionnaires were distributed to the private sector students and 51 were answered and returned. This research was based on sampling data collection methods. The findings show that there are three categories of universities such as Publicly/Fully Independent Chartered Universities, Privately Owned Universities and Personal/Sole Proprietorship University Colleges. All these affect students’ choices for admission application. The findings clearly indicate that both public and private universitiespurposes are related using Pearson’s Product Moment Correlation Coefficient formulae to that of the sole proprietorship colleges. Also, the admission requirement strategies differ between public and private universities