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Antecedents and outcomes of positive disconfirmation after service failure and recovery

- Matikiti, Rosemary, Mpinganjira, Mercy, Roberts-Lombard, Mornay

Application of the Technology Acceptance Model and the Technology–Organisation–Environment Model to examine social media marketing use in the South African tourism industry

- Matikiti, Rosemary, Mpinganjira, Mercy, Roberts-Lombard, Mornay

Customer relationship management (CRM) in a South African service environment : an exploratory study

- Roberts-Lombard, Mornay, Du Plessis, Leon

  • Authors: Roberts-Lombard, Mornay , Du Plessis, Leon
  • Date: 2011-04
  • Subjects: Long-term insurance organization , Customer loyalty , Conflict management , Customer relationship management
  • Type: Article
  • Identifier: uj:5966 , ISSN 2141-2421 , http://hdl.handle.net/10210/8221
  • Description: The primary objective of the study was to investigate the influence of trust, commitment, two-way communication and conflict handling on customer loyalty through customer relationship management (CRM) as a mediating variable at a South African long-term insurance organization. Both a qualitative and quantitative research approach was followed in the study. The population included all the customers of a long-term insurance provider in South Africa who held a life-insurance policy at the time of the study. The sample consisted of 254 customers in four major centers in South Africa. Primary data was gathered using a structured questionnaire, with items on a 7-point Likert scale referring to trust, commitment, two-way communication, conflict handling, CRM and customer loyalty. The statistical analysis that was used in the study included multiple regression analysis to test the hypotheses. The findings stipulate that a significant positive relationship exists between trust, commitment and conflict handling, and CRM at a long-term insurance provider in South Africa. The study further revealed that a significant negative relationship exists between two-way communication and CRM at the insurance provider. In addition, it was found that there is a significant positive relationship between CRM and customer loyalty at the insurance provider in South Africa. Therefore, long-term insurance providers in South Africa can improve and maintain the relationships between themselves and their customers if they exhibit trustworthy behavior, show genuine commitment to service, communicate information to customers efficiently and accurately, thereby also listening to their customers and handling potential and manifested conflicts skilfully. This will ultimately contribute to customer loyalty, which will ensure economic prosperity for the long-term insurance provider.
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Customer retention through customer relationship management : the exploration of two-way communication and conflict handling

- Roberts-Lombard, Mornay

  • Authors: Roberts-Lombard, Mornay
  • Date: 2011
  • Subjects: Customer relationship management , CRM , Conflict management , Customer retention , Two-way communication , Short-term insurance industry - South Africa
  • Type: Article
  • Identifier: uj:5866 , ISSN 1993-8233 , http://hdl.handle.net/10210/7963
  • Description: Organisations such as banks and short-term insurance organisations become more aware of the importance of customer relationship management (CRM) and its potential to help them acquire new customers, retain existing ones and maximise their lifetime value. A close relationship with customers will require a strong coordination between information technology (IT) and marketing departments to provide a long-term retention of selected customers. The primary objective of this study is to investigate the influence of selected independent variables, two-way communication and conflict handling on intentional customer loyalty via CRM as the intervening variable at a South African shortterm insurance organisation. Primary data were gathered using a questionnaire, with items referring to CRM, customer loyalty, two-way communication and conflict handling. The sample consisted of 254 customers in four major centres in South Africa. Data were factor-analysed. One independent variable, conflict handling exerted a statistically significant positive influence on the intervening variable (CRM), while two-way communication exerted a statistically significant negative influence on the intervening variable (CRM). The intervening variable (CRM) positively influenced the dependent variable (Customer Loyalty). If short-term insurance organisations communicate timeously and accurately, and are skilled in conflict handling, greater loyalty will be created among customers.
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Customer satisfaction/delight and behavioural intentions of cell phone network customers – an emerging market perspective

- Roberts-Lombard, Mornay, Petzer, Daniël Johannes

  • Authors: Roberts-Lombard, Mornay , Petzer, Daniël Johannes
  • Date: 2018
  • Subjects: Perceived value , Customer satisfaction , Behavioural intention
  • Language: English
  • Type: Article
  • Identifier: http://hdl.handle.net/10210/273304 , uj:29113 , Citation: Mornay Roberts-Lombard, Daniël Johannes Petzer, (2018) "Customer satisfaction/delight and behavioural intentions of cell phone network customers – an emerging market perspective", European Business Review, Vol. 30 Issue: 4, pp.427-445, https://doi.org/10.1108/EBR-03-2017-0061
  • Description: Abstract: Purpose – The study investigates the extent to which the satisfaction/delight experienced by customers of cell phone network service providers is influenced by their perceptions of the networks’ employee service delivery skills and the value that the customers derive from the networks’ offerings. In turn, the influence of the extent of their satisfaction/delight on future behavioural intention is determined. Design/methodology/approach – An explanatory research design was followed and data was collected from satisfied/delighted cell phone network service provider customers using self-administered questionnaires. A total of 593 responses were suitable for analysis. An exploratory factor analysis was used to uncover the interrelationships between the items measuring the study’s constructs. Furthermore, the measurement and structural models were assessed. Findings – Perceived employee service delivery skills and value significantly and positively influence customer satisfaction/delight experiences, while customer satisfaction/delight experiences significantly and positively influence their behavioural intentions. Research implications – The model tested confirms the hypothesised relationships between perceived employee service delivery skills, perceived value, customer satisfaction/delight experiences and behavioural intentions of cell phone network customers. Customer satisfaction/delight experiences are linked to their two antecedents (perceived employee service delivery skills and value) and their outcome, behavioural intention. Managerial implications – The findings assist cell phone network service providers in understanding how perceived employee service delivery skills and value can foster customer delight, ultimately leading to positive behavioural intentions from customers. Originality/value – The study focused only on satisfied customers and determined the interrelationships of the extent to which they encounter customer satisfaction/delight experiences and related constructs. Few research studies, however, have examined how customer satisfaction/delight experiences relate to the antecedents and outcome. Keywords Perceived employee service delivery skills, Perceived value, Customer satisfaction, Customer delight, Customer satisfaction/delight experiences, Behavioural intention, Cell phone network service provider.
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E-service usage and satisfaction in Botswana

- Jaiyeoba, Olumide Olasimbo, Chimbise, Totwana Tito, Roberts-Lombard, Mornay

Exploring the relationship between trust, commitment and customer loyalty through the intervening role of customer relationship management (CRM).

- Roberts-Lombard, Mornay

  • Authors: Roberts-Lombard, Mornay
  • Date: 2012
  • Subjects: Customer relationship management , CRM , Short-term insurance industry - South Africa - Gauteng , Customer loyalty , Trust , Commitment
  • Type: Article
  • Identifier: uj:5865 , ISSN 1993-8233 , http://hdl.handle.net/10210/7962
  • Description: The purpose of the study is to investigate customer relationship management (CRM) and its influence on customer loyalty at selected short-term insurance providers in the Gauteng province of South Africa. The target population included all South Africans who currently have a policy with at least one of the selected short-term insurance providers in the study. The convenience sampling method was applied, and a sample of 500 respondents was selected. An interview administered questionnaire was used for the gathering of data. The study indicated that a significant negative relationship existed between commitment and CRM. It was evident that no significant relationship existed between trust and CRM. The study also revealed that a strong positive relationship existed between CRM and customer loyalty at the four selected short-term insurance providers in South Africa. Strategies were also provided for ways in which the four selected short-term insurance providers can maintain and improve their relationships with their customers in order to encourage loyalty, and therefore increase profitability.
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Measurement properties of the construct of the code of ethics content : the South African experience

- Mpinganjira, Mercy, Roberts-Lombard, Mornay, Svensson, Goran, Wood, Greg

Measuring adolescent influence tactics with parents in family vacation decisions : a comparable scale across 19 societies

- Su, Che-Jen, Liao, Hsin-Hsing, Lorgnier, Nicolas, Yen, Wen-Shen, Bouchet, Patrick, Hirooka, Yuichi, Jallouli, Rim, Roberts-Lombard, Mornay, Lan, Yi-Fang

Measuring the attitude and intention to purchase different cohorts towards a fast food retailer

- Madiba, Glen, Roberts-Lombard, Mornay

  • Authors: Madiba, Glen , Roberts-Lombard, Mornay
  • Date: 2011
  • Subjects: Fast food retail outlets - South Africa - Johannesburg - Marketing , Extended marketing mix , Market surveys , Customers attitudes
  • Type: Article
  • Identifier: uj:5867 , ISSN 1993-8233 , http://hdl.handle.net/10210/7964
  • Description: The elements of the extended marketing mix play a crucial role in assisting a business to gain a competitive advantage over competitors. A combination of the elements of the extended marketing mix is considered by consumers when making a decision to purchase at a fast-food outlet. The article attempts to emphasise whether race, gender and age groups experience the influence of the extended marketing mix elements differently on their intention to purchase at a fast-food retailer. The target population for this study included all visitors to a fast food retail brand in the greater Johannesburg Metropolitan region in Gauteng from which a convenience sample of 209 was selected. Respondents participated through personal interviews in the completion of questionnaires. The Independent sample T-test and the Pearson chi-square test was used to determine whether significant differences exist between the responses of the different gender and age groups in the study. The study established that there is a difference in the relationship between the elements of the extended marketing mix and consumers’ intention to purchase from a KFC fast food retailer based on race, gender and age. These differences require consideration by KFC fast food retail management to ensure that their marketing strategy encompasses biographical variables such as race, gender and age. This will ensure that the needs of the target market are addressed according to these biographical variables, resulting in increased customer satisfaction and market share growth.
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Social media in tourism : establishing factors influencing attitudes towards the usage of social networking sites for trip organisation

- Matikiti, Rosemary, Mpinganjira, Mercy, Roberts-Lombard, Mornay

  • Authors: Matikiti, Rosemary , Mpinganjira, Mercy , Roberts-Lombard, Mornay
  • Date: 2017
  • Subjects: Tourism - Marketing - South Africa , Tourism - Social aspects - South Africa , Social media , Internet marketing - South Africa , Hospitality industry - Social aspects - South Africa
  • Language: English
  • Type: Article
  • Identifier: http://hdl.handle.net/10210/226848 , uj:22946 , Citation: Matikiti, R., Mpinganjira, M. & Roberts-Lombard, M. 2017. Social media in tourism : establishing factors influencing attitudes towards the usage of social networking sites for trip organisation.
  • Description: Abstract: The main aim of this study was to determine the attitude towards the use of social networking sites for trip organisation and its precursors. Problem investigated: Tourism organisations and destination policy makers need to understand factors that influence tourist use of social networking sites for trip organisation in order for them to be able to effectively utilise social networking sites. Methodology: The methodological approach followed was exploratory and quantitative in nature. Data was collected from a total of 340 respondents using a structured questionnaire. Structural equation modelling through the use of Partial Least Squares was for data analysis. Findings and Implications: The results show that attitude towards the use of social networking sites for trip organisation is affected by perceived benefits, subjective norm and perceived behavioural control, with perceived usefulness having the greatest influence. The implication is that managers of tourism organisations need to ensure that their sites are informative, easy to use, and able to safeguard users’ online privacy if they are to attract more and loyal users to their sites. Value of the research: Very little research in the South African context exists with specific reference to how social networking sites are being utilised for trip organisation. This article contributes by unravelling factors which influence the usage of social networking sites for trip organisation. Conclusion: Perceived usefulness measured by functional benefits and social benefits is the key factor which influences attitude towards the use social networking sites for trip organisation. It is the responsibility of destination marketers to provide all the necessary or valuable information on their social networking site accounts, in order to encourage travellers to use social networking sites.
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Technology readiness and mobile self-service technology adoption in the airline industry : an emerging market perspective

- Smit, Cameron, Roberts-Lombard, Mornay, Mpinganjira, Mercy

The antecedents and postcedents of satisfaction in business-to-business relationships in South Africa

- Roberts-Lombard, Mornay, Mpinganjira, Mercy, Svensson, Goran

The influence of perceived justice on recovery satisfaction in the airline industry

- Matikiti, Rosemary, Roberts-Lombard, Mornay, Mpinganjira, Mercy

The relevance of social media as information source when selecting private schools in South Africa

- Roberts-Lombard, Mornay

Validating the relationship between trust, commitment, economic and non-economic satisfaction in South African buyer-supplier relationships

- Mpinganjira, Mercy, Roberts-Lombard, Mornay

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