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1.
J Clean Prod ; : 134784, 2022 Nov 04.
Article in English | MEDLINE | ID: covidwho-2095588

ABSTRACT

Most supply chain and production systems faced multiple manufacturing and delivery challenges during COVID-19 and transformed their supply chain for improved customer service. These challenges are mostly related to stocking and managing the inventory flow throughout the supply chain (from manufacturer to end consumer). Due to the COVID-19 travel and movement restrictions, inventory reorganisation is necessary for fulfilling consumer demand with adequate service facilities. The safety and serviceability of inventory consumption is the primary concern of many retail grocery stores and consumers. Maintaining the supply of groceries items during and post COVID-19 time without disruption is a real operational and policy challenge. Therefore, this research tries to solve an inventory pricing mechanism and retailer's profit under the optimal service level and retailers' promotional efforts. The proposed optimisation model is validated in the grocery retail sector. The grocery retail market situation is modelled when the demand for the grocery product (which may be essential items) and selling price depending on the investment in item promotional effort and consumer serviceability. The retail grocery store's investment in the product promotional efforts, such as awareness of the item availability and no-contact delivery which, may attract consumers. Therefore, the proposed inventory consumption is modelled with an optimisation problem to maximise the store profit with the optimal investment in promotional activities and service facilities to the consumers and maintain an optimal replenishment cycle. The optimisation model is tested with three different cases (no investment in promotional efforts, no investment in service facility, and investment in both) of investment to maximise the retailer's profit and stock availability. The optimality results depicted that investment in promotional efforts and service facility givens higher profit to the retailer. The proposed optimisation model's policy implications would help grocery retail store managers to develop operational strategies for maximising profit with the optimal service level and promotional efforts.

2.
Academy of Marketing Studies Journal ; JOUR(S1), 27.
Article in English | ProQuest Central | ID: covidwho-2092640

ABSTRACT

Marketers infuse in various media platforms through advertisements for aligning with consumer behavior. The Consumer behavior has shifted drastically during pandemic. Current research focuses on the effects of television, Radio, e-Newspapers, e-Magazines and Social Media advertisements on consumers post Covid-19. Online survey of 300 students pursuing management courses at UG & PG level in Bihar & Jharkhand collected through questionnaire consisting of 11 items having seven-point Likert scales was conducted. Cronbach alpha, exploratory factor analysis and Kruskal–Wallis test were used for data analysis. The results reveal the consumer behaviour stages being affected by TV advertisements. Also it is evident that e-Newspapers and Social Media impact the creation of awareness, interest and conviction among consumers. The results reveal that e-Magazines and TV are effective media influencing purchase and post-purchase behaviour of consumers. This study can be used by marketers in choosing the appropriate media platforms for boosting the advertisements objectivity.

3.
Academy of Marketing Studies Journal ; JOUR(S1), 27.
Article in English | ProQuest Central | ID: covidwho-2092616

ABSTRACT

Automobiles have now become a necessity for most families. Both ends (Company and Customers) were expressing a shared interest in it. The growth of automobiles has been huge, and as a result, numerous new models have emerged. The study also seeks to determine whether COVID-19 influenced their decision to purchase an automobile. The study was carried out via an online survey. The study also reveals the criteria that buyers evaluate when purchasing a vehicle. Also, to determine customer knowledge of electric and CNG vehicles.

4.
Tourism Review ; JOUR
Article in English | Web of Science | ID: covidwho-2088015

ABSTRACT

Purpose This paper aims to examine how message consistency pursued through integrated marketing communications (IMC) can build a strong destination brand equity in a very dynamic environment and whether this process is affected by the perceived risk of COVID-19. Design/methodology/approach Data collection was conducted among 333 international tourists visiting Croatia, a destination that has experienced a remarkable boom in the summer/autumn season of 2021, regardless of the pandemic. Partial least squares-structural equation modelling (PLS-SEM) was used for data analysis. Findings Results show that IMC consistency has a significant impact on the four destination brand equity dimensions, i.e. awareness, image, perceived quality and loyalty. This influence is found to be the highest on destination brand awareness and the lowest on destination brand loyalty. Perceived risk of COVID-19 moderates the impact of message consistency on brand image and perceived quality. Originality/value To the best of the authors' knowledge, this is the first study that examines the role of IMC consistency in a tourism context during turbulent times. The impact of IMC consistency is analyzed on different components of destination brand equity, which addresses the most recent research call from tourism literature. The moderating effects of perceived risk are considered, thus providing additional implications in a context of high uncertainty. Finally, IMC consistency is assessed from the consumer rather than managerial viewpoints, thus adopting the necessary outside-in approach embedded in the IMC idea.

5.
Journal of Science and Technology Policy Management ; JOUR
Article in English | Web of Science | ID: covidwho-2088008

ABSTRACT

Purpose The world has been forced to implement movement restriction strategy because of the COVID-19 pandemic, and industries have to embrace online technologies and social media marketing activities (SMMAs) to continue their business operations. Considering the aftermath of COVID-19 on the business world, this study aims to explore the determining elements of SMMAs and analyse how these factors affect brand equity (BE), relationship equity (RE) and purchase intention (PI) among smartphone consumers in China. Five constructs of SMMAs, namely, entertainment (EN), interactivity (IN), trendiness (TR), customisation (CU) and electronic word-of-mouth (WM), were examined to examine the effects of SMMAs on BE and RE. Subsequently, the mediation effects of BE and RE on the relationships of all constructs of SMMAs with PI were analysed. Design/methodology/approach An online survey was conducted with the participation of 347 Chinese consumers who used social media platform managed by the smartphone brands as their marketing activities during COVID-19. The data were analysed via structural equation modelling using SmartPLS. Findings This study's result showed the significant and positive influence of CU, TR and WM on BE and the strong and positive influence of CU, IN and TR on RE. Furthermore, BE was found to fully mediate the relationships of CU, TR and WM with PI, while RE was found to mediate the relationships of TR and CU with PI. The performance and impact factor analysis revealed RE as the most important factor for PI, followed by BE, CU and TR. Originality/value This study extended the authors' knowledge and understanding about social media marketing, BE and smart phone PI during COVID-19. Findings of this study can assist smartphone brands in China to develop the most effective strategies for SMMAs, which can be tailored for consumers to maximise profits, even during any crisis when physical business activities are deemed difficult. Moreover, this study's findings can benefit the government and policymakers in developing and regulating rules and regulations for e-commerce and social media commerce for all industries and areas.

6.
2022 17th Iberian Conference on Information Systems and Technologies (Cisti) ; JOUR
Article in Portuguese | Web of Science | ID: covidwho-2083867

ABSTRACT

This article portrays the different temporal phases (past, present and future) in the real estate sector, focusing its purpose on digital marketing as one of the main and most important tools in the lives of professionals in the sector. This type of marketing, combined with the impact of the COVID-19 pandemic, has been influencing the demand and supply of properties in the current market.

7.
IUP Journal of Marketing Management ; JOUR(3):69-81, 21.
Article in English | ProQuest Central | ID: covidwho-2083650

ABSTRACT

The normal grocery shopping process of middle-class consumers was largely affected by the Covid-19 pandemic and the online mode has become more popular. The paper seeks to understand the dimensions of motives behind this change and the relationship with satisfaction levels from online grocery shopping experience. A two-step research method is applied for the study. At first exploratory research was carried out to understand the motives, and in the next step, a quantitative analysis was carried out to identify the dimensions of the motives and their relationship to consumer satisfaction. The findings of the study revealed that the identified motives have a significant influence on the satisfaction of the online grocery shoppers. This shall help the online grocery players to design their offerings in a way to satisfy the customers largely and thereby gain a higher market share.

8.
Social Marketing Quarterly ; JOUR
Article in English | Web of Science | ID: covidwho-2083165

ABSTRACT

Background: SARS-CoV-2 (the virus that causes COVID-19) has spread to almost every area globally, infecting millions and killing millions. Several measures have been instituted across the globe to reduce the spread of the pandemic. However, the traditional strategies employed by governments and other stakeholders to tackle COVIT-19 pandemic have not been effective in changing behaviour. Focus: The study sought to investigate the influence of social marketing on eliciting voluntary adoption of Covid-19 safety behaviours during and beyond the coronavirus pandemic by integrating two behavioural change theories. Key Hypotheses: the study tested the following key hypotheses: perceived susceptibility of the Covid-19 pandemic will have significant influence on motivation to engage in safety behaviour, perceived severity to the Covid-19 pandemic will have significant impact on motivation to perform the Covid-19 safety behaviours, perceived benefits for engaging in the Covid-19 safety behaviours will significantly influence motivation to engage in the safety behaviours, perceived efficacy of the safety measures to prevent Covid-19 will have positive and significant impact on motivation to engage in the safety behaviours, there is a positive association between confidence in ability to perform the safety behaviours (self-efficacy) and motivation to perform the safety behaviours, there is a positive connection between cues to action and motivation to perform the Covid-19 safety behaviours and there is a negative relationship between perceived barriers and motivation to engage in the Covid-19 safety behaviours and Motivation to perform the Covid-19 safety behaviours will result in the actual performance of behaviour to wash hand frequently, avoid handshaking, social distance, and wear a facemask. Methods: The data was collected from 540 respondents in Ghana and the hypothesised relationships analysed using partial least squares structural equation modeling (PLS-SEM). Results: The study found a strong positive and significant relationship between motivation to engage in the safety behaviours and actual performance of the behaviour. The result further shows severity, perceived benefit, response efficacy, perceived barriers, cues to action, and self-efficacy as antecedents for motivation to engage in the safety behaviours during and after the pandemic. There was however, an insignificant relationship between perceived susceptibility and motivation to engage in the safety behaviours. Importance to Social Marketing Field: The contribution of this research among others to the field of social marketing constitutes an extension of previous theories that will expand generalisations or fine-tune the theoretical propositions. It is worth mentioning that although the health belief model has been empirically proven for its predictive ability to explain a significant amount of variance in health-related behaviours, integrating response efficacy and motivation from the protection-motivation theory in our model provides a high explanatory power of the model. The study, thus, contributes to the theory-building effort in social marketing. Limitations: Since this study only concentrated on residents in Accra, we do not assume that the findings reflect the views of the general Ghanaian population. This may limit the generalisability of the results. Future research may consider collecting data from the general Ghanaian population.

9.
Arts and the Market ; JOUR
Article in English | Web of Science | ID: covidwho-2082559

ABSTRACT

Purpose This paper aims to provide clarity on arts marketing during COVID-19 by undertaking a critical review and theoretical integration of published cultural and creative industries (CCIs) data on the pandemic. Design/methodology/approach The study draws on the findings from a content analysis of published refereed journal articles and research reports, between 2020 and 2022. Findings This study clarifies how scholars in the arts marketing field have examined the concept and identified core dimensions. It also brings together these conceptual categories into an integrative multilevel framework of relevance for arts marketing during COVID-19. The framework outlines interconnected processes as well as dualities, such as digitisation, monetisation and sustainability of the CCIs and poses a future centred on entrepreneurial actions. Originality/value The originality of the paper is that it provides clear-cut evidence for new frontiers for research in the field during a period of discontinuous change due to COVID-19, through a literature review that has not been undertaken previously. It links the need to be entrepreneurial as a means for the CCIs to survive and thrive during and after a global crisis.

10.
Museum Management and Curatorship ; JOUR: 1-18,
Article in English | Web of Science | ID: covidwho-2082421

ABSTRACT

This paper recommends the marketing mix modelling methodology for improving the marketing and exhibition activities at museums and art galleries as it can complement other currently used methods such as surveys or qualitative research. Focus is placed on the Zacheta - National Gallery of Art. Econometric modelling is used to quantify the impact of independent factors (e.g., weather, holidays, events and COVID-19 pandemic) on the popularity of the gallery. The impact of the media and individual exhibition types are analysed in relation to visitor interest. Recommendations for the planning of future activities are made.

11.
Revista Ciencias de la Salud ; 20(2), 2022.
Article in Spanish | CAB Abstracts | ID: covidwho-2080962

ABSTRACT

Introduction: We are currently experiencing an extremely complex situation worldwide, due to the covid-19 pandemic caused by the SARS-CoV-2 virus, and the use of social marketing in health management has been indispensable as a tool, since it enables changes in the behavior and conduct of individuals or groups in a political, social and economic environment. Development: Marketing in its social approach is a discipline that has multiple applications in health activities, however, through health promotion it acts as a transversal component and is a tool to prevent, promote and improve the quality of life of individuals through social action. During the covid-19 pandemic it has been necessary to implement strategies for behavioral change in users, as well as in health institutions and its evaluation has achieved a positive positioning of ideas and practices among the population. Conclusions: the use of social marketing during this pandemic has been a powerful tool that has helped to control the pandemic through prevention and control, and it is essential that all health professions have the knowledge of social marketing to solve current problems that every day faces public health worldwide.

12.
The Journal of Business & Industrial Marketing ; 37(10):1949-1958, 2022.
Article in English | ProQuest Central | ID: covidwho-2078103

ABSTRACT

Purpose>COVID-19 has dramatically changed how people live, socialise and think about their future. The disruptive shock that hit societies all over the world had a significantly negative impact on businesses, creating not only economic discontinuity but also uncertainty and disorientation. This special issue on COVID-19 aims to phrase the pandemic crisis and its impact on how to do business.Design/methodology/approach>The authors follow MacInnis’s (2011) suggestion that a conceptual article sees what others have identified in a new or revised way.Findings>The authors develop the crisis management framework. The authors acknowledge that disruptive events may be repeated, and their consequences will have long-term and permanent impacts. These aspects highlight the need for a systemic approach in which the focus is not limited to an analysis of the cause of the crisis and ways of solving it but includes the paths through which the business, economic and social systems evolve because of the crisis.Practical implications>Managerial policies, business models and practices that have been effective up to now will probably no longer work. Beyond this backdrop, the articles compiled in this special issue aim to help set the agenda for post-COVID business researchOriginality/value>The authors identify four primary themes captured by these articles: strategies, capabilities, organisational transformations and value processes. In their entirety, they represent pieces of a conceptual puzzle that do not provide knowledge of “hard facts” but rather a “soft interpretation of how to approach the “new normal”, i.e. a new social and business context.

13.
The Journal of Business & Industrial Marketing ; 37(10):2095-2115, 2022.
Article in English | ProQuest Central | ID: covidwho-2078102

ABSTRACT

Purpose>The purpose of this paper is to understand the main drivers of change in the relational approaches adopted in business-to-business (B2B) companies as an effect of the digital transformation processes boosted by COVID-19 pandemic.Design/methodology/approach>The methodology includes a qualitative study based on an abductive approach. Twenty-eight semistructured interviews and two focus groups have been carried out with sales and marketing professionals from different industries.Findings>The research defines a conceptual framework that describes what the main changes of B2B relational approach are in a context affected by the pandemic, as well as its effects. The framework is constituted by three dimensions, namely, efficiency of the interaction, coordination and digital trust, and seven subdimensions.Practical implications>This research also contributes to managerial practice, defining some directions to be fulfilled in a business context affected by the COVID-19 emergency to improve efficiency, coordination and trust.Originality/value>Academic literature has greatly analyzed the transformation of the B2B scenario;less studies have explored how the relational approach is changing due to the digital acceleration caused by COVID-19 pandemic.

14.
The Journal of Business & Industrial Marketing ; 37(10):1959-1973, 2022.
Article in English | ProQuest Central | ID: covidwho-2078097

ABSTRACT

Purpose>The purpose of this paper is to provide managers with insights to help survive a crisis, create advantage during slow-growth recoveries and thrive when the crisis is over. Given the environment at the time of this paper, this paper focuses on widespread crises, such as a public health crisis like COVID-19.Design/methodology/approach>The authors offer a conceptual framework, grounded in the attribution theory and situation crisis communication theory (SCCT), for managers to use when determining which crisis response strategy is most appropriate to use during a crisis. Propositions based on this framework are provided. This paper focuses on widespread crises, such as a public health crisis, particularly on the COVID-19 pandemic. Based on the framework proposed for organizational crisis response strategy and recovery, several insights for managers across a variety of industries emerge. Consideration of the best strategic approach to a crisis is essential, and time is critical. This framework provides a starting point for creating a proper response strategy when a crisis arises that is not within the organization’s crisis management planning. Managerial implications for several industries, such as restaurant, hotel, airline, education, retail, medical and other professional services, and theoretical implications to further the advancement of understanding are provided.Findings>The findings of this paper demonstrate that organizations that apply an accommodative strategy during unintentional crises will survive, while during intentional crises, they will thrive in the marketplace. Similarly, organizations that apply an offensive strategy during unintentional crises will thrive, while during intentional crises, they will survive in the marketplace.Practical implications>This paper provides a framework highlighting strategies that best protect an organization during both internally and externally caused crises. The response strategy and crisis framework are based on the attribution theory and SCCT. Building on this framework, six propositions are postulated. In keeping with this strategy and crisis framework, this study provides several crisis response insights for managers across a variety of industries. These suggestions act as a guide for managers when assessing how to respond in the early days of a crisis and what to do to recover from it.Originality/value>This paper provides a crisis-strategy matrix, grounded in the attribution theory and SCCT, to provide decision-making guidance to help managers survive a crisis, create advantage during slow-growth recoveries and thrive when the crisis is over. The authors provide multiple industry insights related to the “how to” and the “what to” in the recovery from and survival through internally and externally caused crises.

15.
The Journal of Business & Industrial Marketing ; 37(10):2050-2063, 2022.
Article in English | ProQuest Central | ID: covidwho-2078096

ABSTRACT

Purpose>The purpose of this paper is to analyze how the personal protective equipment (PPE) industry managed supply chain and business relationships disrupted by the COVID-19 pandemic, and the adoption of digital and social media during the period of crisis management.Design/methodology/approach>The methodology used is qualitative based on 14 interviews with 11 PPE firms operating in Italy, the first Western country that implemented a national lockdown during the COVID-19 outbreak in 2020.Findings>Findings suggest that although most PPE companies in Italy have been slow in implementing digital transformation, digital technologies and communication enhanced existing assets and capabilities creating new customer value during the COVID-19 outbreak. The pandemic has increased the relevance of social media as an effective tool in the business-to-business (B2B) context to provide updated information and training, as well as to reinforce and personalize business relationships, weakened by the lack of physical contacts during the lockdown. Moreover, highly interdependent buyer–supplier relations can increase supply chain resilience to disruptions in mutually dependent relationships/partnerships.Research limitations/implications>By analyzing the main issues encountered during the pandemic and the digital strategies adopted by PPE companies, this study seeks to extend B2B literature on supply chain disruption management and digitalization. The limitations refer to the study’s generalizability as a limited number of firms are analyzed.Practical implications>Implications for B2B companies and policymakers are provided with the extent of managing supply chain disruptions during emergency situations such as COVID-19 pandemic, when collaboration between different actors involved become essential.Originality/value>No previous studies have analyzed how PPE firms used digital and social media in managing disruption in supply chain and business relationships. Therefore, the present study contributes to extend the B2B literature by analyzing the related effects during the COVID-19 pandemic.

16.
International Journal of Retail & Distribution Management ; 50(12):1437-1457, 2022.
Article in English | ProQuest Central | ID: covidwho-2078092

ABSTRACT

Purpose>The COVID-19 has brought with it valuable opportunities for the retail sector. Notably, online channels have assumed a key role for businesses that can rely less on physical channels due to the pandemic's restrictions. Within this context, the study aims to identify the main antecedents leading to the formation of the male and female customers' continuance intention of using online food delivery services (OFDS) in the restaurant industry.Design/methodology/approach>A web-based self-completion survey and a subsequent structural equation modelling have been employed on a sample of 360 participants.Findings>Findings reveal that perceived healthiness, quarantine procedures, perceived hygiene, perceived ease of app use and attitude significantly influence continuance intention. Moreover, the moderator analysis corroborates that male consumers' continuance intention is mainly influenced by perceived healthiness, quarantine procedures and perceived hygiene. Conversely, female customers' continuance intention is predicated on perceived healthiness and attitude.Research limitations/implications>Although the adoption of a sample of young customers (18–29 years) guarantees good research internal validity, findings are not generalizable.Practical implications>The study provides valuable contributions for restaurants related to the (1) creation/management of their own OFDS platforms;(2) selection of the right third-party platforms.Originality/value>The paper is one of the first studies examining the predictors impacting on customers' OFDS continuance intention in the COVID-19 context by also focusing on gender differences.

17.
International Journal of Retail & Distribution Management ; 50(12):1518-1534, 2022.
Article in English | ProQuest Central | ID: covidwho-2078091

ABSTRACT

Purpose>Short-term changes in consumers' shopping behaviour due to the Covid-19 pandemic have been studied, but not the long-term effects. This study fills this gap by exploring the long-term changes in consumers' retail shopping behaviour, due to their experiences of the Covid-19 pandemic.Design/methodology/approach>Qualitative data were collected from one hundred fifty-nine respondents, and grounded theory approach was applied for interpretation. Gioia thematic analysis method, open coding, and axial coding were used for analysis.Findings>Individuals who positively approached their experiences during the Covid-19 demonstrated increased pro-sustainable and pro-environmental self-identity, resulting in sustainable consumption and a shift to online shopping. Individuals having overpowering negative experiences demonstrated heightened fear of missing out (FOMO), loss aversion, and rumination. While shopping, they demonstrated herd behaviour and shifted to online shopping.Research limitations/implications>This study highlights emotional and psychological mechanisms influencing long-term changes in consumer shopping preferences post Covid-19 pandemic. The generalizability of the findings is limited due to the study's exploratory nature and the sample size.Originality/value>This study contributes to shopping behaviour literature by uncovering novel constructs of self-identity, loss aversion, FOMO, and rumination as antecedents to long-term shopping behaviour changes post-Covid-19. It provides a new conceptual model of consumers' shopping behaviour, which may be empirically validated.

18.
Emerald Emerging Markets Case Studies ; 12(3):1-27, 2022.
Article in English | Scopus | ID: covidwho-2078046

ABSTRACT

Learning outcomes: This paper aims to first, identify the external and internal factors that a company needs to analyze when formulating its digital platform strategy. Based on the framework of PESTNPG (political economic social and culture technological population and globalization) and internal analysis a company should analyze both internal and external factors to formulate its digital platform strategy. For companies from emerging markets the institutional-based market created by national or local governments is important for digital platform strategy. Second dynamic capability theory and its linkages to digital platform strategy. The dynamic capabilities view is considered as a primary theoretical lens in the strategy literature to analyze a company’s strategies to achieve sustainable competitive advantages. To carry out a successful digital platform strategy companies need to build strong dynamic capabilities to capture or create opportunities and reconfigure their resources simultaneously. Third the advantages and disadvantages of different digital platform strategies (i.e. an independent digital platform and online–offline integration platform) and the possible consequences and risks of different strategies. It is important to evaluate different types of digital platform strategies that require different capabilities in terms of business structure product structure revenue structure organizational structure and technology architecture. A company needs to link these capabilities to a digital platform strategy to enable the integration (or separation) of online business with offline business. It also increases the accuracy and efficiency of online business. Fourth key points of digital platform strategy implementation. Companies need to identify key profit models for their digital platform to promote business growth and financial returns. It is equally important to increase customer value by leveraging its digital exhibition platform and to learn to use digital technology to foster organizational dematerialization. Case overview/Synopsis: Zhejiang Meorient Commerce & Exhibition Inc. (hereinafter referred to as “Meorient”) was a leading company in the exhibition industry in China. The unexpected outbreak of COVID-19 plunged Meorient into a state of emergency that forced it to fight for survival. Further, China had launched a national strategy of Digital China, which created new market opportunities for Meorient. As a result, Meorient gradually developed and launched its digital exhibition services in 2015. Meorient suffered significant losses in 2020 due to COVID-19 and had to formulate a new strategy based on a digital exhibition platform in 2021. Chairman Pan Jianjun had two options. One was a purely digital platform strategy without the original offline exhibition business. The other one was an online and offline integration strategy. Which option was the best way forward for Meorient? Pan had to make a choice. Some of the top management team members believed Meorient should completely transform into a digital platform company and provide comprehensive online digital exhibition services. Over the previous 20 years, Meorient had accumulated a large amount of data from domestic and foreign exhibitors and professional buyers and had gradually developed a digital exhibition platform. It was one of the companies that pioneered digital transformation within China’s exhibition industry. More conservative thinking held that Meorient's strategy should focus more narrowly on the integration of online and offline exhibition businesses. Toward the post-pandemic era, China’s national strategy of “Digital China” accelerated the development of digital infrastructures. During such critical transitional period, Meorient had to choose wisely if it was to sustain its profits or even survive. Complexity academic level: The case is aimed at students in undergraduate, MBA, short course executive, EMBA or other executive education programs, especially where digital transformation is featured subject matter. Supple entary materials: Teaching notes are available for educators only. Subject code: CSS 11: Strategy. © 2022, Emerald Publishing Limited.

19.
Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior ; 34:16-32, 2021.
Article in English | ProQuest Central | ID: covidwho-2073439

ABSTRACT

Since studies in the field of complaint research primarily look at the group of complainers, little is known about the group of non-complainers. For this reason, in addition to the complainers, the non-complainers should also be considered in the present study in order to help close the existing research gap. The focus of this study is the segment of older people aged 60 and over, as this group of people has received little attention in research to date. Thus, this study contributes to the emerging research field of "Economics of Population Aging." The research question is: Why do men and women aged 60 and older (not) complain in dissatisfaction situations? Data collection for the study was conducted via a representative, ad hoc, online survey in January 2020just before COVID-19 restrictions were in place. In total, data were collected from 533 people, 229 of whom had had negative experiences when purchasing a product or service. This sample was then evaluated and analyzed. In particular, the phenomenon of "not complaining" was investigated in a data-based manner. Among other things, the study shows that certain characteristics can be attributed to senior non-complainers.

20.
Innovative Marketing ; 18(3):121-135, 2022.
Article in English | Web of Science | ID: covidwho-2072383

ABSTRACT

During the COVID-19 pandemic, businesses experienced various challenges, resulting in economic decline. The pandemic also threatened their sustainability. Thus, business actors have to consider this condition seriously. This study aims to analyze the impact of marketing innovations and business plans on business sustainability during the COVID-19 pandemic. The paper used quantitative methods. The population included 689 micro and small enterprises affected by COVID-19 in Palu City, Indonesia. It involved 253 respondents as samples selected using the Slovin formula with an error rate of 5%. Data analysis consisted of descriptive statistical testing and multiple linear regression. The findings showed that marketing innovations and business plans significantly affected business sustainability during the COVID-19 pandemic both simultaneously and partially. Then, simultaneously, it was indicated by the value of Fcount > Ftable (10.615 > 3.031) at a significance alpha (alpha) of 0.05 or Sig. F < 0.05. The significance value of 0.000 is smaller than the alpha (alpha) significance of 0.05, meaning it is significant. Partially, the business plan variable showed that tcount was higher than ttable (2.780 > 1.650). The significance value was 0.006, which is smaller than the alpha (alpha) significance of 0.05, meaning it is significant. The marketing innovation variable showed that tcount was higher than ttable (3.878 > 1.650). The significance value obtained was 0.000, which is smaller than the alpha (alpha) significance of 0.05, meaning it is significant.

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