Rosmimah Mohd Roslin

Hypermarkets and the Small Retailers in Malaysia: Exploring Retailers' Competitive Abilities

ABSTRACT The emergence of multinational retailers, especially in grocery retailing, has changed the retail scenario in Malaysia over the last decade. In the past, grocery retail formats such as supermarkets, minimarkets, and night markets dominated the Malaysian retail scene, consumers are now given the choice of shopping in large retail outlets where new retail formats such as hypermarkets, warehouse clubs, and superstores now thrive and are increasingly gaining in popularity. Interestingly, large retail concepts are predominantly associated with multinational retailers such as Carrefour, Makro, Giant, and Tesco. The presence of large retailers brings with it the question of dominance and implications of changing customer preferences. This study assesses the perception of small retailers toward their abilities to compete effectively in an industry where large, multinational retailers appear to be dominating. It appears, however, that the small retailers possess distinctive qualities in relation to their strategic inputs that can essentially differentiate them from their larger competitors. It is suggested that some regulatory measures especially by local authorities are necessary, but this must not be to a point of curbing healthy competition among the different types of retailers.

Linking practices reflective of “Asian values” and relationship marketing in the grocery distribution channels in Malaysia

The paper focuses on the assessment of practices reflective of relationship marketing and those that can be associated with “Asian values”. The argument that is often put forward is whether there really exists what can be regarded as “Asian values” since there are no common values in life that can be adopted by all Asian societies and with which all in this region can be identified. Yet, the term “Asian values” is still widely used to depict Asians’ attitudes in general, their beliefs and the way they work. This study, therefore, explores current practices among members in the Malaysian grocery distribution channels that may indicate elements of relationship marketing or work practices commonly associated with “Asian values”.

Discovering relational bonds in channel relationships: a case study of Malaysia

Abstract This study addresses the issue of relational bonding between retailers and suppliers within the grocery distribution channels in Malaysia. It reflects the relationship marketing concept in assessing in-terorganizational relationships. The importance of ‘guanxi’ or special relationship between channel members within the grocery distribution network in Malaysia is identified as a significant factor affecting channel interaction. The influence of the Chinese and their business philosophies are evident in the Malaysian grocery distribution channel. Business relationships between channel members require effective negotiation strategies and with the understanding of ‘guanxi’, the emphasis is on building long-term relationships to ensure continuous and profitable associations.

Supplier-retailer relationships in grocery distribution in Malaysia: indications of dominance, conflict, and cooperation

ABSTRACT This exploratory study sets out to assess the presence of dominance, conflict and cooperation in channel relationships between grocery suppliers and retailers in Malaysia. There have been extensive studies on these channel issues in markets of developed countries but very little is known in markets of developing countries such as Malaysia. The initial assessment identifies traces of dominance, conflict and cooperation in the Malaysian channel environment. The findings suggest that the retailers perceive the suppliers as being more in control of the grocery distribution channels as indicated by the extent of influence they exert on channel functioning. The suppliers also acknowledged their roles in channel functioning as they felt that most channel issues are within their control. There also appears to be evidence of relationship characteristics identical to aspects of relationship marketing.

Location as a strategic retail decision: the case of the retail cooperative

Purpose – This paper is a case study of a cooperative whose involvement in the retail business was exemplary of a successful cooperative, bold enough to venture into the retail business. Known as the Johor Cooperative Supermarket (JCS), it was established in 1976 with the support of a firm number of cooperative members, totaling 15,000 at its peak. The purpose of this paper is to examine the success story of JCS and the eventual demise of such an outstanding cooperative.Design/methodology/approach – Using the case study method through in‐depth interviews with the board of directors of the cooperative, information was accumulated to conceptualize the story and trace the chronological events relevant to the case.Findings – Unlike other business entities, JCS was established on the foundation of a cooperative that seeks to attain profitable standing for the benefit of its members. Located strategically in the southern tip of Johor Bahru in Malaysias southern state of Johor, the supermarket attracted a large...

Customer Voice Retaliation (CVR) Construct Verification: A Rasch Analysis Approach

Abstract The study on customer complaining behaviour has received significant attention over the past decades. Generally, customers expect a fair treatment for the investments made in a relationship with the organisation. Hence, perceived unfairness will create an impression that they have been betrayed, and thus motivate them to complain as a way of expressing dissatisfaction. In extreme cases, they might opt for aggressive complaining to compensate unfairness. In this study, the term aggressive complaining will be replaced by customer voice retaliation (CVR). Based on previous literatures, a framework was developed to measure CVR which consist of three constructs. The aim of this study is to verify the construct for a new CVR framework. Rasch analysis was used to examine reliability for both respondents and items. It should give us the list of items that should be included in measuring the CVR constructs. Sample used for the study were 27 for pre-testing, and 66 for the pilot study. Respondents consisted of subscribers who had experienced dissatisfaction, and had to some extent performed complaining behaviour. From the pre-test analysis, item polarity indicates that all items were measuring in the same direction. Similarly, the summary statistic from the pilot study indicated that item reliability and item separation was 0.95 and 4.39 respectively, while for person reliability and person separation was 0.95 and 4.6 respectively. However, the result from the pilot test for model Unidimensionality suggested the existence of a secondary dimension which was a possible contributor to multicollinearity problem. This indicates that items for measuring CVR needs to be reviewed and instrument construct validity call for further refinement.

The use of Islamic hedging instruments as non-speculative risk management tools

The objectives of this research were, first, to examine how an Islamic hedging instrument can be used as a risk management tool, second, to identify the factors that influence the demand for Islamic hedging, and third, to examine the challenges faced by an Islamic financial institution in promoting the use of Islamic hedging instruments. This research is an exploratory study and involves a qualitative research methodology using case study analysis. Data were gathered using published literature and information from official websites as well as interviews with industry practitioners on Islamic hedging instruments from Bank Muamalat Malaysia Berhad and CIMB Islamic Berhad. The two banks are selected because they are among the major players in the Islamic hedging market in Malaysia. This study reveals that the Islamic hedging instruments offered to corporate clients by the two Islamic banks under study are Islamic Forex, cross-currency and profit rate swaps, and commodity hedging instruments. This study also suggests that price, documentation, bank reputation, awareness, and ownership are factors that influence the demand for Islamic hedging products. Islamic Shariah-compliant hedging instruments are meant to appeal more to clients who are looking for Shariah-compliant hedging instruments to hedge their risk exposure and less to investors who are looking for speculative ventures to gain large returns much like investing in hedge funds. Its use is still limited and it appears that it is more a question of marketing and branding, as Islamic hedging is still unknown even though the needs for it could easily be established to many corporate clients.

Customers’ Intention to Repurchase Halal Personal Care Products: The Moderating Role of Religiosity

Purpose—The purpose of this paper is to examine the factors that may influence the customers’ intention to purchase halal personal care products using decomposed theory of planned behaviour (DTPB). In addition, it also aims to identify the relevant factor that may moderate the relationship between the TPB constructs and the dependent variable. Design/methodology/approach—A comprehensive review of customers’ purchase intention on halal products is undertaken with a particular focus on halal personal care products. Findings—The review found that the intention to purchase halal personal care products was influenced by attitude, subjective norm, and perceived behavioural control. In addition, it was found that determinants such as knowledge, safety and health concern, media exposure, interpersonal influences, self-efficacy, and resource-facilitating conditions have a significant positive impact on attitude, subjective norm, and perceived behavioural control. On top of that, it was further discovered that religiosity moderates the relationship between the TPB constructs and the dependent variable. Originality/value—None of the purchase intention studies on halal personal care product has utilized decomposed theory of planned behaviour (DTPB) as the theoretical framework of their research. In addition, this is the first study utilizing this particular model in examining the moderating effect of religiosity on the relationship between the TPB constructs and the dependent variable in the context of halal personal care products.

Internal Marketing and Employees’ Performance: Relating Marketing Strategies in Human Resource Efforts

Internal marketing (IM) as one of the key concepts in the marketing discipline has often been seen as duplicating many of the core understanding of human resource management (HRM). This is predominantly so as the focus of IM is the internal customer of the organization or more precisely the employees. While IM recognizes the importance of treating the internal customers very much like external customers, how this is actually executed within the organizational context is not often conceptualized firmly. This paper establishes the similarities of IM executions with specific HRM practices and relates how these are integrated to influence employee performance. Unlike many previous studies that linked IM with organizational performance or customer satisfaction, this paper proposes to assess the link between IM practices and employees’ performance where the focus is essentially on employees’ behaviour in terms of their satisfaction in the work place.

Evaluating Loyalty Intention Through the Influence of Servicescapes and Shoppers’ Experiential Values

This paper outlines an exploratory analysis of a much larger study on the effect of servicescapes and experiential values on loyalty intention within the context of department stores. Shoppers to department stores are exposed to a variety of servicescape elements such as ambience, atmospherics and sight and smell. Such elements are likely to create distinct experiences, and these may have an impact on shoppers’ revisit intention to the department stores. This study operationalizes loyalty intention through revisit intention to the store, and based on the shoppers’ responses to Aeon outlet in Bukit Tinggi Klang, it is found that servicescape and experiential values do influence loyalty intention. Although there may be other variables affecting loyalty intention among shoppers, it can be established that servicescapes and experiential values do play a role in creating a positive outcome, and as such, the findings may be useful to both academics and practitioners.