Russel Kingshott

The impact of the relational plan on adoption of electronic banking

Marketing managers in financial institutions should be aware that customers are likely to embody electronic banking provided that such technology contributes to existing relationships. Based on a survey of bank corporate clients in Singapore, the impact of satisfaction, trust and the use of electronic banking on commitment towards current banks was investigated. It was found that trust was the key factor influencing the adoption of electronic banking. Perceived customer satisfaction with the bank only impacted indirectly on the adoption of electronic banking. The cumulative effects of customer satisfaction were found to have a positive impact on trust directed towards the bank, and this greatly impacted on the propensity to use electronic banking. Customer satisfaction, trust, and the use of electronic banking were found to have a positive impact on the corporate clients’ commitment towards their bank.

The impact of psychological contracts on trust and commitment in supplier-distributor relationships

Purpose – The nurturing of trust within firm‐customer relationships highlights the significance of social exchange theory in helping to explain the relational paradigm. By focusing upon this theory it was hypothesized that psychological contracts also play an important role in helping manage customer relationships. The principal purpose of this study is to explore the role of the psychological contract within the firm‐customer relationship, and its effects on trust.Design/methodology/approach – A sample of 343 distributor firms within the motorized vehicle industry was used to test a model developed on the basis of social exchange theory.Findings – Psychological contracts are perceptual in nature and encompass reciprocal obligations stemming from the relational marketing efforts between suppliers and distributors. This construct was shown to have a positive impact upon the level of trust and commitment within the relationship; however, perceived violations of the contract terms were found to reduce the di...

The role of interaction quality and switching costs in premium banking services

Purpose – This paper aims to re‐examine the commitment‐trust model in the context of premium banking services. In line with Toncar and Munch, the authors seek to develop an extension to the model because of the need to encapsulate contextual variables that constrain the link between the core relationship marketing constructs of trust and commitment.Design/methodology/approach – A series of qualitative interviews were administered with bank relationship managers and premium banking customers. This enabled the concurrent consideration of both bank and customer views that helped to establish converging lines of thought within the bank‐customer relationship.Findings – The authors’ findings provided evidence of the commitment‐trust link, and in particular continuance‐based commitment, within the context of premium banking relationships. By triangulating their findings with current thinking in relationship marketing literature, the authors present propositions for interaction quality and switching costs to be s...

Determinants of public service employee corruption: a conceptual model from the psychological contract perspective

A conceptual model is presented that explores the potential role of psychological contracts (PCs) upon corrupt acts within the public sector. The propositions we offer are based upon theoretical and empirical studies within the economics and management literatures. These have significant managerial implications because we postulate that even functional work environments can help foster corruption. Corruption may result when managerial decision makers overlook the range of expectations, embedded within the PC. On the one hand, contracts stimulate functional behaviours but when violations to these employee contracts occur, it is postulated that the resultant behaviour could lead to corruption because of the need for employees to recoup what they perceived are owed to them. Such propositions need to be empirically tested because, if confirmed will widen current thinking in relation to the antecedent factors causing corruption within the public service.

Interactive effects of marketing strategy formulation and implementation upon firm performance

Abstract This study employed an integrative approach to investigate the influence of external business environment, strategy formulation, viability of marketing strategy, and strategy implementation upon firm performance. The findings show that while technological change and market competition negatively influence the credibility of the strategy, market attractiveness has a positive influence upon the viability of strategy employed. Moreover, market competition has a positive influence upon the involvement of marketing managers in terms of strategy making and that the presence of an innovative culture is strongly required in executing a strategic marketing plan. In addition, the study shows that the involvement of marketing managers in strategy making, which is strongly supported by an innovative culture, generates their commitment to the strategy, which positively influences strategy viability.

Impact of frontline service employees’ acculturation behaviors on customer satisfaction and commitment in intercultural service encounters

Purpose The purpose of this paper is to explore the impact of four types of acculturation behaviors of frontline service employees (assimilation, separation, integration, and marginalization) on customer satisfaction and customer commitment. Design/methodology/approach In total, 377 ethnically diverse customers of a retail bank in New Zealand participated in this study. SmartPLS3 was used to test all the hypotheses. Findings Assimilation and integration have positive effects on both customer satisfaction and commitment. Marginalization has a negative effect on both customer satisfaction and commitment but separation has a negative effect only on customer satisfaction and not on customer commitment. Research limitations/implications Future research may validate and extend the authors findings in diverse cultural settings and use experimental method to explore the socio-psychological mechanisms underlying the influence of frontline service employees’ acculturation behaviors on customer satisfaction and commitment. Practical implications This study will help managers understand the importance of service employees’ acculturation behaviors and develop suitable recruitment strategies and training programs to improve their impact on customer satisfaction and commitment. Originality/value This study extends current research on intercultural service encounters by looking beyond the moderating effects of four types of service employees’ acculturation behaviors, to explore their direct effects on customer satisfaction and commitment.

Firm self-service technology readiness

Purpose – Technological advances and new business models have contributed to the usage of self-service technology (SST) by firms. As SST continues to create organizational efficiencies, firms have jumped on the bandwagon without considering their own readiness to use SST. To date, there has been no systematic attempt to develop a valid scale of firm SST readiness and assess its influence on firm performance. The purpose of this paper is to present and validate a multidimensional firm SST readiness scale. Design/methodology/approach – A series of studies was conducted for the development and validation of the firm SST readiness scale. Study 1 included generating items from semi-structured interviews with managers and an extensive literature review. Study 2 comprised item reduction and identifying the dimensionality of the scale through exploratory factor analysis (n=177 participants from service organizations). The reliability and validity of the scale were tested in Study 3 by performing confirmatory fact...

Re-Examining Students' Perception of E-Learning: An Australian Perspective.

Purpose – Australian tertiary institutions are increasingly incorporating technologies, such as social media and Web 2.0 tools into teaching in response to changing student needs. The purpose of this paper is to revisit a fundamental question, frequently asked in marketing, “what do our ‘customers’ [students] think now?” This will help determine the effectiveness of application of these technologies in courses and teaching programs in a changing competitive educational environment. Design/methodology/approach – Using a mixed method approach, data were collected through 31 qualitative interviews and a survey of 231 university marketing students. Quantitative techniques included summary statistics, factor analysis and t-test. Findings – Results indicate while students’ perceived flexibility and better learning outcomes as positive aspects of e-learning, they have concerns about flexibility for self-paced learning, self-motivational issues, lack of human interaction and fostering teamwork. Research limitatio...

A purchase intention model for foreign banks within Indonesia

Purpose – This paper aims to present a conceptual model that highlights the complexities associated with foreign banks wishing to operate with the Indonesian marketplace.Design/methodology/approach – The paper is conceptual in nature and draws upon the marketing literature and theory to present a number of propositions.Findings – The paper melds key international marketing constructs by positing that Indonesian consumers using foreign banks yield utilitarian, hedonistic and symbolic benefits. These underlying consumer outcomes are modeled into variables likely to impact purchase intentions.Research limitations/implications – This paper represents the first attempt to conceptualize the many challenges facing foreign banks operating within an Indonesian setting. As Indonesia has a diverse range of cultures and values systems the model highlights the considerations associated with operating in such a diverse country.Practical implications – A number of important implications are presented for bank decision m...