Showing items 1 - 20 of 27

Relationships amongst extended internal marketing variables, brand recognition and brand recall in service organisations : a comparative study

- Conradie, Elizabeth Stephanie, Roberts-Lombard, Mornay

The interrelationship between internal marketing, employee perceived quality and customer satisfaction – a conventional banking perspective

- De Bruin, Leigh, Roberts-Lombard, Mornay, De Meyer-Heydenrych, Christine

Relationship building dimensions to strengthen customer loyalty – an Islamic banking perspective

- Els, Shandi, Roberts-Lombard, Mornay, Conradie, Elsabie

Precursors and outcome of satisfaction in business-to-business relationship building: an information communication technology industry perspective in South Africa

- Hlefana, Mpho, Roberts-Lombard, Mornay, Stiehler-Mulder, E.

Opportunism and conflict as precursors of non-economic and economic satisfaction outcomes in Norwegian seller–customer business relationships

- Høgevold, Nils, Svensson, Göran, Roberts-Lombard, Mornay

  • Authors: Høgevold, Nils , Svensson, Göran , Roberts-Lombard, Mornay
  • Date: 2020
  • Subjects: Business-to-business relationship , Opportunism , Conflict
  • Language: English
  • Type: Article
  • Identifier: http://hdl.handle.net/10210/459170 , uj:40813 , Citation: Høgevold, N., Svensson, G. & Roberts-Lombard, M. 2020. Opportunism and conflict as precursors of non-economic and economic satisfaction outcomes in Norwegian seller–customer business relationships.
  • Description: Abstract: Purpose: The study explores a seller’s perspective of the influence of opportunism and conflict, which are negatively loaded constructs, on non-economic satisfaction as a positively loaded construct. It further established the influence of non-economic satisfaction on economic satisfaction as a positively loaded construct from a sales perspective in a supplier–business relationship. Design/methodology/approach: The study followed a quantitative and exploratory approach. An online survey was used to collect data of companies in Norway having a minimum of 50 employees in the Norwegian database of Sales Navigator at LinkedIn. To facilitate research on seller–business relationships, key informants who adhered to specific criteria were selected to participate in the study. These criteria included that the respondents designation were sales or marketing managers/directors or key account managers. In total 841 potential key informants were identified, who were subsequently contacted telephonically to verify whether they qualified to participate in the study. If they did not qualify, they were requested to identify an appropriate person at the same firm that adhered to the specified criteria stated above. A total of 523 respondents met the criteria to participate in the survey, but only 213 completed questionnaires were secured that could be used for data analysis...
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Modelling green customer loyalty and positive word of mouth : can environmental knowledge make the difference in an emerging market?

- Issock Issock, Paul Blaise, Mpinganjira, Mercy, Roberts-Lombard, Mornay

  • Authors: Issock Issock, Paul Blaise , Mpinganjira, Mercy , Roberts-Lombard, Mornay
  • Date: 2020
  • Subjects: Green customer loyalty , Positive word of mouth (PWOM) , Consumption values
  • Language: English
  • Type: Article
  • Identifier: http://hdl.handle.net/10210/463905 , uj:41418 , Citation: Issock Issock, P.B., Mpinganjira, M., Roberts-Lombard, M. 2020. Modelling green customer loyalty and positive word of mouth : can environmental knowledge make the difference in an emerging market? , DOI: DOI: 10.1108/IJOEM-09-2018-0489
  • Description: Abstract: Purpose The purpose of this paper is to examine the influence of consumption values, green customer satisfaction and customer trust in energy-efficient labels on green customer loyalty and positive word of mouth (PWOM) towards energy-efficient products, and how environmental knowledge moderates these relationships. Design/methodology/approach A quantitative research approach was followed using a cross-sectional design. Data were collected from 440 consumers in South Africa, who used electronic home appliances that have energy efficiency labels. A structural equation model and a multigroup analysis were used to test the hypothesised relationships. Findings The results revealed that consumption values partially influence green customer satisfaction, which, in turn, affect green customer trust and loyalty, and PWOM. Environmental knowledge only marginally moderates the relationships in the model. Practical implications Green marketing practitioners should work on improving green customer satisfaction, which is central to a sustainable green consumption lifestyle. Originality/value The theoretical contribution of this study is through the application of a multidimensional approach to testing the impact of consumption values on green customer satisfaction. Moreover, this paper provides greater clarity on the specific determinants of PWOM and examines the interplay between green customer loyalty and positive word of mouth towards green products. Furthermore, the moderating effect of environmental knowledge on the relationships in the proposed model is explained.
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An experiential perspective on the continuum customer green satisfaction –green trust – positive word-of-mouth

- Issock, Paul Blaise, Mpinganjira, Mercy, Roberts-Lombard, Mornay

An application of stages of change to the household waste separation programs in South Africa : a practical guide for social marketing

- Issock, Paul Blaise Issock, Mpinganjira, Mercy, Roberts-Lombard, Mornay

E-service usage and satisfaction in Botswana

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

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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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

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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Antecedents and outcomes of positive disconfirmation after service failure and recovery

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

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

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

Perceived Guest House brand value : the influence of web interactivity on brand image and brand awareness

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

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

- Mpinganjira, Mercy, Roberts-Lombard, Mornay

Measurement properties of the construct of the code of ethics content : the South African experience

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

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

- Roberts-Lombard, Mornay

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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