Adoption of online customer reviews : the influence of central and peripheral route factors
- Cochrane, Nicole, Coda, Francesco, Molikoe, Petronella, Van Noekerk, Karen, Mpinganjira, Mercy
- Authors: Cochrane, Nicole , Coda, Francesco , Molikoe, Petronella , Van Noekerk, Karen , Mpinganjira, Mercy
- Date: 2018
- Subjects: Online reviews , Central route factors , Peripheral route factors
- Language: English
- Type: Conference proceedings
- Identifier: http://ujcontent.uj.ac.za8080/10210/378205 , http://hdl.handle.net/10210/278169 , uj:29845 , Citation: Cochrane, N. et al. 2018. Adoption of online customer reviews : the influence of central and peripheral route factors.
- Description: Abstract: The purpose of this study was to examine the influence of the central route factor of argument quality and the peripheral route factor of perceived source credibility on adoption of online customer reviews of guesthouses. The study made use of a descriptive research design. Data was collected from 306 respondents in Gauteng using a structured questionnaire. The study uncovered that both argument quality and source credibility have a significant influence on perceived information usefulness which in turn exerts positive influence on adoption of online reviews. The findings showed that source credibility had a stronger influence on perceived information usefulness than argument quality. The implications for management of guesthouse establishments include the need for them to understand the importance of high quality online reviews in persuading consumers to choose a guesthouse. Managers can encourage their customers to post their guesthouse experiences online and to do so in a comprehensive manner by covering varied aspects of the service.
- Full Text:
- Authors: Cochrane, Nicole , Coda, Francesco , Molikoe, Petronella , Van Noekerk, Karen , Mpinganjira, Mercy
- Date: 2018
- Subjects: Online reviews , Central route factors , Peripheral route factors
- Language: English
- Type: Conference proceedings
- Identifier: http://ujcontent.uj.ac.za8080/10210/378205 , http://hdl.handle.net/10210/278169 , uj:29845 , Citation: Cochrane, N. et al. 2018. Adoption of online customer reviews : the influence of central and peripheral route factors.
- Description: Abstract: The purpose of this study was to examine the influence of the central route factor of argument quality and the peripheral route factor of perceived source credibility on adoption of online customer reviews of guesthouses. The study made use of a descriptive research design. Data was collected from 306 respondents in Gauteng using a structured questionnaire. The study uncovered that both argument quality and source credibility have a significant influence on perceived information usefulness which in turn exerts positive influence on adoption of online reviews. The findings showed that source credibility had a stronger influence on perceived information usefulness than argument quality. The implications for management of guesthouse establishments include the need for them to understand the importance of high quality online reviews in persuading consumers to choose a guesthouse. Managers can encourage their customers to post their guesthouse experiences online and to do so in a comprehensive manner by covering varied aspects of the service.
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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
- Authors: Issock, Paul Blaise Issock , Mpinganjira, Mercy , Roberts-Lombard, Mornay
- Date: 2019
- Subjects: Social marketing , Household waste separation , Stages of change
- Language: English
- Type: Conference proceedings
- Identifier: http://hdl.handle.net/10210/402413 , uj:33674 , Citation: Issock, P.B.I., Mpinganjira, M. & Roberts-Lombard, M. 2019. An application of stages of change to the household waste separation programs in South Africa : a practical guide for social marketing.
- Description: Abstract: To preserve the environment and prevent the landfills from getting full, South African households are urged to separate their domestic waste before disposal. Drawing from the transtheoretical model behaviour of change, the purpose of this study is to identify and understand the stages of change that best describe the level of engagement in domestic waste in South Africa. A survey questionnaire was administered to collect data from 350 households residing in the city of Johannesburg that is currently implementing a mandatory recycling program and 349 households from the city of Tshwane that is not. The findings of this study reveal that most households are in the pre-contemplation phase of change, and that there are no significant differences in proportion of households in each stage of change between the two cities. This study is of importance to social marketers and municipality managers in the sense that it recommends actionable strategies to facilitate progress from one stage of change to another.
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- Authors: Issock, Paul Blaise Issock , Mpinganjira, Mercy , Roberts-Lombard, Mornay
- Date: 2019
- Subjects: Social marketing , Household waste separation , Stages of change
- Language: English
- Type: Conference proceedings
- Identifier: http://hdl.handle.net/10210/402413 , uj:33674 , Citation: Issock, P.B.I., Mpinganjira, M. & Roberts-Lombard, M. 2019. An application of stages of change to the household waste separation programs in South Africa : a practical guide for social marketing.
- Description: Abstract: To preserve the environment and prevent the landfills from getting full, South African households are urged to separate their domestic waste before disposal. Drawing from the transtheoretical model behaviour of change, the purpose of this study is to identify and understand the stages of change that best describe the level of engagement in domestic waste in South Africa. A survey questionnaire was administered to collect data from 350 households residing in the city of Johannesburg that is currently implementing a mandatory recycling program and 349 households from the city of Tshwane that is not. The findings of this study reveal that most households are in the pre-contemplation phase of change, and that there are no significant differences in proportion of households in each stage of change between the two cities. This study is of importance to social marketers and municipality managers in the sense that it recommends actionable strategies to facilitate progress from one stage of change to another.
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An empirical investigation into difficulties associated with barter trading : a prac[ti]tioners’ perspective
- Oliver, Portia, Mpinganjira, Mercy
- Authors: Oliver, Portia , Mpinganjira, Mercy
- Date: 2011-02
- Subjects: Countertrade , Barter trade
- Type: Article
- Identifier: uj:5820 , ISSN 1993-8233 , http://hdl.handle.net/10210/7837
- Description: Difficult economic and business conditions experienced in many nations over the past few years have necessitated the need to look for different ways of ensuring business success. Many firms have found that one such way is through barter trading. This paper empirically investigates the difficulties firms face in barter trading. Data was collected from 61 barter practitioners in the media industry in South Africa. The findings show that there are many difficulties associated with barter trade but most of the difficulties relate to firms at organisational level. The findings also show that in general, the lower the level of firms’ pro-activeness in barter trading, the higher the level of difficulties perceived. From the results it can be concluded that most of the problems relating to barter trade are manageable at firm level. Organisations need to be certain that they have proper measures in place to ensure optimal use and management of barter trade. Knowledge of the potential difficulties associated with barter trade is essential as it can enable firms better anticipate and manage them so as not to have significant negative impact on the benefits anticipated.
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- Authors: Oliver, Portia , Mpinganjira, Mercy
- Date: 2011-02
- Subjects: Countertrade , Barter trade
- Type: Article
- Identifier: uj:5820 , ISSN 1993-8233 , http://hdl.handle.net/10210/7837
- Description: Difficult economic and business conditions experienced in many nations over the past few years have necessitated the need to look for different ways of ensuring business success. Many firms have found that one such way is through barter trading. This paper empirically investigates the difficulties firms face in barter trading. Data was collected from 61 barter practitioners in the media industry in South Africa. The findings show that there are many difficulties associated with barter trade but most of the difficulties relate to firms at organisational level. The findings also show that in general, the lower the level of firms’ pro-activeness in barter trading, the higher the level of difficulties perceived. From the results it can be concluded that most of the problems relating to barter trade are manageable at firm level. Organisations need to be certain that they have proper measures in place to ensure optimal use and management of barter trade. Knowledge of the potential difficulties associated with barter trade is essential as it can enable firms better anticipate and manage them so as not to have significant negative impact on the benefits anticipated.
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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
- Authors: Issock, Paul Blaise , Mpinganjira, Mercy , Roberts-Lombard, Mornay
- Date: 2018
- Language: English
- Type: Conference proceedings
- Identifier: http://hdl.handle.net/10210/277319 , uj:29712 , Citation: Issock, P.B., Mpinganjira, M. & Roberts-Lombard, M. 2018. An experiential perspective on the continuum customer green satisfaction –green trust – positive word-of-mouth. Academy of World Business, Marketing and Management Development, 8(1)1.
- Description: Abstract: Providing customers with memorable experiences and environmentally friendly offers have become the new mantra for many firms. Resulting from pleasant experiences, customer satisfaction, trust and positive word-of-mouth (WOM) are pivotal levers for building strong relationships with customers. The purpose of this study is to investigate the linkages between customer green satisfaction, green trust and positive WOM from an experiential perspective, and examine whether environmental consciousness moderates these relationships. A selfadministrated survey was used to collect the data from a sample of 440 South African owners of eco-friendly appliances. The results confirmed that positive WOM is impacted by levels of experiential green satisfaction and experiential green trust. Experiential green satisfaction was found to strongly affects experiential green trust. Further, the findings revealed that these relationships are not moderated by the customer’s level of environmental consciousness. Theoretical and managerial implications of the study are presented in the paper.
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- Authors: Issock, Paul Blaise , Mpinganjira, Mercy , Roberts-Lombard, Mornay
- Date: 2018
- Language: English
- Type: Conference proceedings
- Identifier: http://hdl.handle.net/10210/277319 , uj:29712 , Citation: Issock, P.B., Mpinganjira, M. & Roberts-Lombard, M. 2018. An experiential perspective on the continuum customer green satisfaction –green trust – positive word-of-mouth. Academy of World Business, Marketing and Management Development, 8(1)1.
- Description: Abstract: Providing customers with memorable experiences and environmentally friendly offers have become the new mantra for many firms. Resulting from pleasant experiences, customer satisfaction, trust and positive word-of-mouth (WOM) are pivotal levers for building strong relationships with customers. The purpose of this study is to investigate the linkages between customer green satisfaction, green trust and positive WOM from an experiential perspective, and examine whether environmental consciousness moderates these relationships. A selfadministrated survey was used to collect the data from a sample of 440 South African owners of eco-friendly appliances. The results confirmed that positive WOM is impacted by levels of experiential green satisfaction and experiential green trust. Experiential green satisfaction was found to strongly affects experiential green trust. Further, the findings revealed that these relationships are not moderated by the customer’s level of environmental consciousness. Theoretical and managerial implications of the study are presented in the paper.
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Antecedents and outcomes of positive disconfirmation after service failure and recovery
- Matikiti, Rosemary, Mpinganjira, Mercy, Roberts-Lombard, Mornay
- Authors: Matikiti, Rosemary , Mpinganjira, Mercy , Roberts-Lombard, Mornay
- Date: 2018
- Subjects: Service failure , Service recovery , Disconfirmation
- Language: English
- Type: Article
- Identifier: http://hdl.handle.net/10210/395351 , uj:32777 , Citation: Matikiti, R., Mpinganjira, M. & Roberts-Lombard, M. 2019. Antecedents and outcomes of positive disconfirmation after service failure and recovery.
- Description: Abstract: The main purpose of this study was to identify the precursors of disconfirmation and examine the influence of disconfirmation on customer satisfaction in the airline industry of an emerging economy. The target population was airline travellers who had previously experienced service failure with a South African airline. Data was collected from a total of 300 respondents and analysed using structural equation modelling (SEM). The results revealed that positive disconfirmation is influenced by service recovery expectations and the perceived quality of recovery performance; that recovery expectation is positively related to the perceived quality of recovery performance; that service failure severity influences customer service recovery expectations; and that disconfirmation influences customer recovery satisfaction, which in turn affects customer loyalty. The study recommends that airlines establish in advance their customer expectations after service failure so that they can craft appropriate service recovery strategies.
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- Authors: Matikiti, Rosemary , Mpinganjira, Mercy , Roberts-Lombard, Mornay
- Date: 2018
- Subjects: Service failure , Service recovery , Disconfirmation
- Language: English
- Type: Article
- Identifier: http://hdl.handle.net/10210/395351 , uj:32777 , Citation: Matikiti, R., Mpinganjira, M. & Roberts-Lombard, M. 2019. Antecedents and outcomes of positive disconfirmation after service failure and recovery.
- Description: Abstract: The main purpose of this study was to identify the precursors of disconfirmation and examine the influence of disconfirmation on customer satisfaction in the airline industry of an emerging economy. The target population was airline travellers who had previously experienced service failure with a South African airline. Data was collected from a total of 300 respondents and analysed using structural equation modelling (SEM). The results revealed that positive disconfirmation is influenced by service recovery expectations and the perceived quality of recovery performance; that recovery expectation is positively related to the perceived quality of recovery performance; that service failure severity influences customer service recovery expectations; and that disconfirmation influences customer recovery satisfaction, which in turn affects customer loyalty. The study recommends that airlines establish in advance their customer expectations after service failure so that they can craft appropriate service recovery strategies.
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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
- Authors: Matikiti, Rosemary , Mpinganjira, Mercy , Roberts-Lombard, Mornay
- Date: 2018
- Subjects: Social media marketing , South Africa , Tourism industry
- Language: English
- Type: Article
- Identifier: http://hdl.handle.net/10210/270262 , uj:28723 , Citation: Matikiti, R., Mpinganjira, M. & Roberts-Lombard, M., 2018, ‘Application of the Technology Acceptance Model and the Technology– Organisation–Environment Model to examine social media marketing use in the South African tourism industry’, South African Journal of Information Management 20(1), a790. https://doi.org/10.4102/ sajim.v20i1.790 , ISSN: 1560-683X (Online) , ISSN: 2078-1865 (Print)
- Description: Abstract: Background: In tourism globally there is a growing interest in social media marketing research. However, most previous research on social media marketing has focused on large tourism enterprises such as chain hotels, leaving out small tourism businesses such as travel agencies and tour operators. Objective: The aim of this research was to establish factors that influence attitude towards the use of social media marketing by travel agencies and tour operators in South Africa. Method: The study adopted a quantitative approach through the use of questionnaires. Data used in the analysis was collected from a total of 150 travel agencies and tour operators by means of a structured questionnaire. Multiple regression analysis and one‐way ANOVA were used for data analysis...
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- Authors: Matikiti, Rosemary , Mpinganjira, Mercy , Roberts-Lombard, Mornay
- Date: 2018
- Subjects: Social media marketing , South Africa , Tourism industry
- Language: English
- Type: Article
- Identifier: http://hdl.handle.net/10210/270262 , uj:28723 , Citation: Matikiti, R., Mpinganjira, M. & Roberts-Lombard, M., 2018, ‘Application of the Technology Acceptance Model and the Technology– Organisation–Environment Model to examine social media marketing use in the South African tourism industry’, South African Journal of Information Management 20(1), a790. https://doi.org/10.4102/ sajim.v20i1.790 , ISSN: 1560-683X (Online) , ISSN: 2078-1865 (Print)
- Description: Abstract: Background: In tourism globally there is a growing interest in social media marketing research. However, most previous research on social media marketing has focused on large tourism enterprises such as chain hotels, leaving out small tourism businesses such as travel agencies and tour operators. Objective: The aim of this research was to establish factors that influence attitude towards the use of social media marketing by travel agencies and tour operators in South Africa. Method: The study adopted a quantitative approach through the use of questionnaires. Data used in the analysis was collected from a total of 150 travel agencies and tour operators by means of a structured questionnaire. Multiple regression analysis and one‐way ANOVA were used for data analysis...
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Cognitive absorption and behavioural intentions in virtual health communities : a focus on posters
- Authors: Mpinganjira, Mercy
- Date: 2019
- Subjects: Virtual health community , Cognitive absorption , Perceived usefulness
- Language: English
- Type: Article
- Identifier: http://hdl.handle.net/10210/402574 , uj:33694 , Citation: Mpinganjira, M. 2019. Cognitive absorption and behavioural intentions in virtual health communities : a focus on posters.
- Description: Abstract: Purpose - This paper aims at providing a conceptual model that elucidates the role of cognitive absorption in explaining behavioural intentions in virtual health communities. Design/methodology/approach - Data was collected from 361 contributing members of virtual health communities from Gauteng, South Africa using a structured questionnaire. Structural equation modelling using AMOS software was used to analyse the data. Findings - The findings show that cognitive absorption has significant direct positive influence on members’ intentions to continue participating on virtual health community platforms. Cognitive absorption was also found to have indirect influence on behavioural intentions through its influence on members’ attitude. It was also found to play a mediating role on the influence of perceived usefulness and behavioural intention. Research limitations/implications - The study shows the value of linking the flow theory and the technology acceptance model to provide a comprehensive understanding of behavioural intentions in virtual health community forums. Practical Implications - Managers of virtual health communities need to pay attention to experiential aspects of their sites. Success in ensuring that community members are cognitively absorbed is key to the development of positive attitude and intentions towards virtual health community forums. Originality/value - Virtual health communities play a new and growing role in the way health-related information and support is offered and accessed by those in need. Despite their importance, not much research has been done to explain the role of consumer experience on member behaviour on such forums. The study contributes to this understanding by demonstrating the value of cognitive absorption...
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- Authors: Mpinganjira, Mercy
- Date: 2019
- Subjects: Virtual health community , Cognitive absorption , Perceived usefulness
- Language: English
- Type: Article
- Identifier: http://hdl.handle.net/10210/402574 , uj:33694 , Citation: Mpinganjira, M. 2019. Cognitive absorption and behavioural intentions in virtual health communities : a focus on posters.
- Description: Abstract: Purpose - This paper aims at providing a conceptual model that elucidates the role of cognitive absorption in explaining behavioural intentions in virtual health communities. Design/methodology/approach - Data was collected from 361 contributing members of virtual health communities from Gauteng, South Africa using a structured questionnaire. Structural equation modelling using AMOS software was used to analyse the data. Findings - The findings show that cognitive absorption has significant direct positive influence on members’ intentions to continue participating on virtual health community platforms. Cognitive absorption was also found to have indirect influence on behavioural intentions through its influence on members’ attitude. It was also found to play a mediating role on the influence of perceived usefulness and behavioural intention. Research limitations/implications - The study shows the value of linking the flow theory and the technology acceptance model to provide a comprehensive understanding of behavioural intentions in virtual health community forums. Practical Implications - Managers of virtual health communities need to pay attention to experiential aspects of their sites. Success in ensuring that community members are cognitively absorbed is key to the development of positive attitude and intentions towards virtual health community forums. Originality/value - Virtual health communities play a new and growing role in the way health-related information and support is offered and accessed by those in need. Despite their importance, not much research has been done to explain the role of consumer experience on member behaviour on such forums. The study contributes to this understanding by demonstrating the value of cognitive absorption...
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Continued use of online consumer review sites : the influence of information quality
- Motan, Jaraad, Searle, Ethan, Khotle, Likeleli, Ndondo, Siphokazi, Mpinganjira, Mercy
- Authors: Motan, Jaraad , Searle, Ethan , Khotle, Likeleli , Ndondo, Siphokazi , Mpinganjira, Mercy
- Date: 2018
- Subjects: Information quality , Behavioural intention , Guesthouses
- Language: English
- Type: Conference proceedings
- Identifier: http://hdl.handle.net/10210/278313 , uj:29863 , Citation: Motan, J. et al. 2018. Continued use of online consumer review sites : the influence of information quality.
- Description: Abstract: The purpose of this study is to examine the influence of information quality on user satisfaction with online review websites and on customers’ behavioural intention to continue using guest house review websites. Data used in the analysis was collected using a structured questionnaire from 306 users of customer review sites from Gauteng, South Africa. The data was analysed using version 24 of SPSS. The findings revealed that perceived quality of information on review sites has positive influence on user satisfaction and on continued use intentions of the review websites. The findings also revealed a positive relationship between user satisfaction with a review website and behavioural intention. The findings point to the need for guesthouse owners to recognise that users go through a purchasing decision process, the first step of which is conducting research through online review sites. Site owners should promote provision of high quality information on review sites and should ensure that reviews accurately reflect their guest house.
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- Authors: Motan, Jaraad , Searle, Ethan , Khotle, Likeleli , Ndondo, Siphokazi , Mpinganjira, Mercy
- Date: 2018
- Subjects: Information quality , Behavioural intention , Guesthouses
- Language: English
- Type: Conference proceedings
- Identifier: http://hdl.handle.net/10210/278313 , uj:29863 , Citation: Motan, J. et al. 2018. Continued use of online consumer review sites : the influence of information quality.
- Description: Abstract: The purpose of this study is to examine the influence of information quality on user satisfaction with online review websites and on customers’ behavioural intention to continue using guest house review websites. Data used in the analysis was collected using a structured questionnaire from 306 users of customer review sites from Gauteng, South Africa. The data was analysed using version 24 of SPSS. The findings revealed that perceived quality of information on review sites has positive influence on user satisfaction and on continued use intentions of the review websites. The findings also revealed a positive relationship between user satisfaction with a review website and behavioural intention. The findings point to the need for guesthouse owners to recognise that users go through a purchasing decision process, the first step of which is conducting research through online review sites. Site owners should promote provision of high quality information on review sites and should ensure that reviews accurately reflect their guest house.
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Efficacy of plastic shopping bag tax as a governance tool : lessons for South Africa from Irish and Danish success stories
- Muphoshi, Asphat, Mpinganjira, Mercy, Wait, Marius
- Authors: Muphoshi, Asphat , Mpinganjira, Mercy , Wait, Marius
- Date: 2021
- Language: English
- Type: Article
- Identifier: http://hdl.handle.net/10210/473550 , uj:42655 , Citation: Muposhi, A., Mpinganjira, M. & Wait, M., 2021, ‘Efficacy of plastic shopping bag tax as a governance tool: Lessons for South Africa from Irish and Danish success stories’, Acta Commercii 21(1), a891. https://doi.org/10.4102/ac.v21i1.891
- Description: Abstract: Please refer to full text to view abstract.
- Full Text:
- Authors: Muphoshi, Asphat , Mpinganjira, Mercy , Wait, Marius
- Date: 2021
- Language: English
- Type: Article
- Identifier: http://hdl.handle.net/10210/473550 , uj:42655 , Citation: Muposhi, A., Mpinganjira, M. & Wait, M., 2021, ‘Efficacy of plastic shopping bag tax as a governance tool: Lessons for South Africa from Irish and Danish success stories’, Acta Commercii 21(1), a891. https://doi.org/10.4102/ac.v21i1.891
- Description: Abstract: Please refer to full text to view abstract.
- Full Text:
Efficacy of plastic shopping bag tax as a governance tool : lessons for South Africa from Irish and Danish success stories
- Muposhi, Asphat, Mpinganjira, Mercy, Wait, Marius
- Authors: Muposhi, Asphat , Mpinganjira, Mercy , Wait, Marius
- Date: 2021
- Subjects: Single-use plastic bags , Plastic bag tax , Circular economy
- Language: English
- Type: Article
- Identifier: http://hdl.handle.net/10210/483486 , uj:43881 , Citation: Muposhi, A., Mpinganjira, M. & Wait, M. 2021. Efficacy of plastic shopping bag tax as a governance tool: Lessons for South Africa from Irish and Danish success stories.
- Description: Abstract: Orientation: The negative environmental effects of single-use plastic shopping bags have prompted national governments to implement interventions to curtail their use. Plastic bag tax is gaining prominence as a single-use plastic shopping bag governance tool in several jurisdictions. Research purpose: The primary objective of this study is to assess the efficacy of plastic shopping bag tax as a governance tool in South Africa by drawing lessons from Ireland and Denmark success stories. Motivation for the study: This study contributes to the evolving debate on managing plastic bag litter with the objective of proffering long-term plastic bag litter management strategies. Research design, approach and method: A quantitative case study methodology was employed in this study. South Africa, Ireland and Denmark qualified as units of analysis. A case study was appropriate for this study as it allowed for an in-depth, context specific analysis of the implementation of plastic bag tax. Document analysis in form of government and environmental reports was used to collected data. Thematic content analysis, which employed an inductive approach was used to analyse data. Main findings: Stakeholder acceptance, importance of a baseline assessment, proper tax governance, the necessity of continuously monitoring and enforcing the tax emerged as critical success factors. Practical/managerial implications: Consumer education, regular reviews, extended producer responsibility tax and improved transparency in the use of tax revenue are recommended as best practices to promote effective plastic bag tax implementation. Contribution/value-add: Effectiveness of the plastic bag tax should be assessed based on changes on volumes of plastic bag consumed, environmental quality and acceptance of the tax by key stakeholders such as manufacturers, retailers and consumers. Promotion of a circular economy in which discarded plastic bags can be reused for energy generation is recommended as a sustainable option.
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- Authors: Muposhi, Asphat , Mpinganjira, Mercy , Wait, Marius
- Date: 2021
- Subjects: Single-use plastic bags , Plastic bag tax , Circular economy
- Language: English
- Type: Article
- Identifier: http://hdl.handle.net/10210/483486 , uj:43881 , Citation: Muposhi, A., Mpinganjira, M. & Wait, M. 2021. Efficacy of plastic shopping bag tax as a governance tool: Lessons for South Africa from Irish and Danish success stories.
- Description: Abstract: Orientation: The negative environmental effects of single-use plastic shopping bags have prompted national governments to implement interventions to curtail their use. Plastic bag tax is gaining prominence as a single-use plastic shopping bag governance tool in several jurisdictions. Research purpose: The primary objective of this study is to assess the efficacy of plastic shopping bag tax as a governance tool in South Africa by drawing lessons from Ireland and Denmark success stories. Motivation for the study: This study contributes to the evolving debate on managing plastic bag litter with the objective of proffering long-term plastic bag litter management strategies. Research design, approach and method: A quantitative case study methodology was employed in this study. South Africa, Ireland and Denmark qualified as units of analysis. A case study was appropriate for this study as it allowed for an in-depth, context specific analysis of the implementation of plastic bag tax. Document analysis in form of government and environmental reports was used to collected data. Thematic content analysis, which employed an inductive approach was used to analyse data. Main findings: Stakeholder acceptance, importance of a baseline assessment, proper tax governance, the necessity of continuously monitoring and enforcing the tax emerged as critical success factors. Practical/managerial implications: Consumer education, regular reviews, extended producer responsibility tax and improved transparency in the use of tax revenue are recommended as best practices to promote effective plastic bag tax implementation. Contribution/value-add: Effectiveness of the plastic bag tax should be assessed based on changes on volumes of plastic bag consumed, environmental quality and acceptance of the tax by key stakeholders such as manufacturers, retailers and consumers. Promotion of a circular economy in which discarded plastic bags can be reused for energy generation is recommended as a sustainable option.
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Factors affecting adoption of e-government services : a conceptual model
- Authors: Mpinganjira, Mercy
- Date: 2012-03
- Subjects: E-government , Perceived risk , Degree of intrusiveness , Technological support , Citizen adoption
- Type: Article
- Identifier: uj:5827 , ISSN 1993-8233 , http://hdl.handle.net/10210/7844
- Description: Many African governments have invested significant amounts of capital in e-government initiatives. This is mainly due to recognised potentials of e-government to help improve public service delivery and accountability. While the majority of e-government services in the continent are targeted at citizens in general, not many studies have been done to help understand factors that impact on citizen’s willingness to adopt e-government services. The objective of this paper is to explore factors that can help explain adoption of e-government services in general and using the findings to develop a conceptual model that shows how the various factors work together to influence adoption of egovernment services. The proposed model builds on the constructs of the Technology acceptance model (TAM) as proposed by Davis in 1986. The proposed model will assist governments to understand factors that need to be managed in order to ensure adoption of e-government services by ordinary citizens.
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- Authors: Mpinganjira, Mercy
- Date: 2012-03
- Subjects: E-government , Perceived risk , Degree of intrusiveness , Technological support , Citizen adoption
- Type: Article
- Identifier: uj:5827 , ISSN 1993-8233 , http://hdl.handle.net/10210/7844
- Description: Many African governments have invested significant amounts of capital in e-government initiatives. This is mainly due to recognised potentials of e-government to help improve public service delivery and accountability. While the majority of e-government services in the continent are targeted at citizens in general, not many studies have been done to help understand factors that impact on citizen’s willingness to adopt e-government services. The objective of this paper is to explore factors that can help explain adoption of e-government services in general and using the findings to develop a conceptual model that shows how the various factors work together to influence adoption of egovernment services. The proposed model builds on the constructs of the Technology acceptance model (TAM) as proposed by Davis in 1986. The proposed model will assist governments to understand factors that need to be managed in order to ensure adoption of e-government services by ordinary citizens.
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Factors influencing use of non-plastic reusable shopping bags : a cognitive-normative-habitual approach
- Muposhi, Asphat, Mpinganjira, Mercy, Wait, Marius
- Authors: Muposhi, Asphat , Mpinganjira, Mercy , Wait, Marius
- Date: 2021
- Subjects: Non-plastic reusable shopping bags , Pro-environmental behaviour , Modified theory of planned behaviour
- Language: English
- Type: Article
- Identifier: http://hdl.handle.net/10210/483057 , uj:43826 , Citation: Muposhi, A., Mpinganjira, M. & Wait, M. 2021. Factors influencing use of non-plastic reusable shopping bags : a cognitive-normative-habitual approach.
- Description: Abstract: The widespread use and irresponsible disposal of single-use plastic shopping bags are posing a significant threat to environmental sustainability. The use of non-plastic reusable shopping bags (NPRSBs) is being promoted in several jurisdictions to avert this challenge. However, this form of pro-environmental behaviour is failing to embed among consumers in emerging markets. This study therefore examines the factors influencing the behaviour of using NPRSBs among consumers, using a modified theory of planned behaviour. Data were collected from 487 South African consumers using a structured questionnaire and were analysed using structural equation modelling. The results identified ‘attitudes’ and ‘personal norms’ as the building blocks for the formation of pro-reusable shopping bags use intentions, which, in turn, influence actual behaviour. The findings also pointed to the need to foster the development of descriptive norms related to the use of NPRSBs in order to enhance mainstream use. Accordingly, this study recommends the use of rational and norm-based strategies to stimulate the behaviour of using NPRSBs.
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- Authors: Muposhi, Asphat , Mpinganjira, Mercy , Wait, Marius
- Date: 2021
- Subjects: Non-plastic reusable shopping bags , Pro-environmental behaviour , Modified theory of planned behaviour
- Language: English
- Type: Article
- Identifier: http://hdl.handle.net/10210/483057 , uj:43826 , Citation: Muposhi, A., Mpinganjira, M. & Wait, M. 2021. Factors influencing use of non-plastic reusable shopping bags : a cognitive-normative-habitual approach.
- Description: Abstract: The widespread use and irresponsible disposal of single-use plastic shopping bags are posing a significant threat to environmental sustainability. The use of non-plastic reusable shopping bags (NPRSBs) is being promoted in several jurisdictions to avert this challenge. However, this form of pro-environmental behaviour is failing to embed among consumers in emerging markets. This study therefore examines the factors influencing the behaviour of using NPRSBs among consumers, using a modified theory of planned behaviour. Data were collected from 487 South African consumers using a structured questionnaire and were analysed using structural equation modelling. The results identified ‘attitudes’ and ‘personal norms’ as the building blocks for the formation of pro-reusable shopping bags use intentions, which, in turn, influence actual behaviour. The findings also pointed to the need to foster the development of descriptive norms related to the use of NPRSBs in order to enhance mainstream use. Accordingly, this study recommends the use of rational and norm-based strategies to stimulate the behaviour of using NPRSBs.
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Generational cohort differences in technology readiness (TRI 2.0) and mobile self-service technology adoption in the airline industry – an emerging market perspective
- Smit, Cameron Sean, Roberts-Lombard, Mornay, Mpinganjira, Mercy
- Authors: Smit, Cameron Sean , Roberts-Lombard, Mornay , Mpinganjira, Mercy
- Date: 2018
- Language: English
- Type: Conference proceedings
- Identifier: http://hdl.handle.net/10210/278153 , uj:29843 , Citation: Smit, C.S., Roberts-Lombard, M. & Mpinganjira, M. 2018. Generational cohort differences in technology readiness (TRI 2.0) and mobile self-service technology adoption in the airline industry – an emerging market perspective.
- Description: Abstract: The primary objective of the study was to determine the influence of consumer age on passengers’ level of technology readiness for using mobile applications in the airline industry and for adopting them in South Africa. Primary data was gathered from 315 respondents using a structured questionnaire. The sample included South African citizens who had travelled using an airline either nationally or internationally over a twelve-month period. Hierarchical regression analysis was applied to test the proposed hypotheses in the study. The findings indicate that airline mobile application adoption is influenced by technology readiness where consumer age is shown to have a negative relationship with technology readiness and with subsequent airline mobile application adoption. As a result, airline and airport companies must ensure that a structured research approach is followed whereby insights on the technology readiness levels of the respective target markets are incorporated into any mobile application launch or communication strategy aimed at increasing the adoption of mobile applications in the airline industry.
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- Authors: Smit, Cameron Sean , Roberts-Lombard, Mornay , Mpinganjira, Mercy
- Date: 2018
- Language: English
- Type: Conference proceedings
- Identifier: http://hdl.handle.net/10210/278153 , uj:29843 , Citation: Smit, C.S., Roberts-Lombard, M. & Mpinganjira, M. 2018. Generational cohort differences in technology readiness (TRI 2.0) and mobile self-service technology adoption in the airline industry – an emerging market perspective.
- Description: Abstract: The primary objective of the study was to determine the influence of consumer age on passengers’ level of technology readiness for using mobile applications in the airline industry and for adopting them in South Africa. Primary data was gathered from 315 respondents using a structured questionnaire. The sample included South African citizens who had travelled using an airline either nationally or internationally over a twelve-month period. Hierarchical regression analysis was applied to test the proposed hypotheses in the study. The findings indicate that airline mobile application adoption is influenced by technology readiness where consumer age is shown to have a negative relationship with technology readiness and with subsequent airline mobile application adoption. As a result, airline and airport companies must ensure that a structured research approach is followed whereby insights on the technology readiness levels of the respective target markets are incorporated into any mobile application launch or communication strategy aimed at increasing the adoption of mobile applications in the airline industry.
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Influence of personal value orientations on pro-environmental behaviour : a case of green shopping bags
- Muposhi, Asphat, Mpinganjira, Mercy, Wait, Marius
- Authors: Muposhi, Asphat , Mpinganjira, Mercy , Wait, Marius
- Date: 2021
- Subjects: Single-use plastic shopping bags , Green shopping bags , Green consumerism
- Language: English
- Type: Article
- Identifier: http://hdl.handle.net/10210/483085 , uj:43829 , Citation: Muposhi, A., Mpinganjira, M. & Wait, M. 2021. Influence of personal value orientations on pro-environmental behaviour : a case of green shopping bags.
- Description: Abstract: single-use plastic shopping bags; green shopping bags; green consumerism
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- Authors: Muposhi, Asphat , Mpinganjira, Mercy , Wait, Marius
- Date: 2021
- Subjects: Single-use plastic shopping bags , Green shopping bags , Green consumerism
- Language: English
- Type: Article
- Identifier: http://hdl.handle.net/10210/483085 , uj:43829 , Citation: Muposhi, A., Mpinganjira, M. & Wait, M. 2021. Influence of personal value orientations on pro-environmental behaviour : a case of green shopping bags.
- Description: Abstract: single-use plastic shopping bags; green shopping bags; green consumerism
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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
- Authors: Mpinganjira, Mercy , Roberts-Lombard, Mornay , Svensson, Goran , Wood, Greg
- Date: 2018
- Language: English
- Type: Article
- Identifier: http://hdl.handle.net/10210/276413 , uj:29577 , Citation: Mpinganjira, M., Roberts- Lombard, M., Svensson, G. & Wood, G., 2018, ‘Measurement properties of the construct of the code of ethics content: The South African experience’, South African Journal of Business Management 49(1), a197. https://doi.org/10.4102/ sajbm.v49i1.197 , ISSN: 2078-5976 (Online) , ISSN: 2078-5585 (Print)
- Description: Abstract: Many organisations develop codes of ethics to help guide business conduct. However, not much is known about the contents of codes of ethics. Objectives: This article aims at investigating the code of ethics content construct and its measurement properties using a sample of firms from South Africa. Method: The study followed a quantitative research approach. The sampling frame consisted of the top 500 companies in South Africa. A structured questionnaire was administered using the telephone survey method. The respondents consisted of company secretaries and heads or managers responsible for ethics in the respective companies. At the end of the data collection period, a total of 222 usable responses were obtained.
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Measurement properties of the construct of the code of ethics content : the South African experience
- Authors: Mpinganjira, Mercy , Roberts-Lombard, Mornay , Svensson, Goran , Wood, Greg
- Date: 2018
- Language: English
- Type: Article
- Identifier: http://hdl.handle.net/10210/276413 , uj:29577 , Citation: Mpinganjira, M., Roberts- Lombard, M., Svensson, G. & Wood, G., 2018, ‘Measurement properties of the construct of the code of ethics content: The South African experience’, South African Journal of Business Management 49(1), a197. https://doi.org/10.4102/ sajbm.v49i1.197 , ISSN: 2078-5976 (Online) , ISSN: 2078-5585 (Print)
- Description: Abstract: Many organisations develop codes of ethics to help guide business conduct. However, not much is known about the contents of codes of ethics. Objectives: This article aims at investigating the code of ethics content construct and its measurement properties using a sample of firms from South Africa. Method: The study followed a quantitative research approach. The sampling frame consisted of the top 500 companies in South Africa. A structured questionnaire was administered using the telephone survey method. The respondents consisted of company secretaries and heads or managers responsible for ethics in the respective companies. At the end of the data collection period, a total of 222 usable responses were obtained.
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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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- 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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Perceived benefits and barriers to export involvement : insights from non-exporters
- Authors: Mpinganjira, Mercy
- Date: 2011-09
- Subjects: Export involvement , Non-exporters , Export barriers , Malawi
- Type: Article
- Identifier: uj:5778 , ISSN 1993-8233 , http://hdl.handle.net/10210/7785
- Description: Many governments have in place measures aimed at stimulating many of their firms to get involved in exporting. This paper aimed at investigating perceived benefits of and barriers to exporting among small and medium sized non-exporting firms in Malawi. An investigation was also made into the extent to which managers regarded the achievement of some common business goals as important to their firms. Data was collected from 100 owner-managers of non-exporting small and medium sized firms in Malawi using a structured questionnaire. The findings of the study showed that managers regard steady growth of their firms, increased sales and profitability as well as development of new markets as very important. The managers agreed to the fact that exporting can significantly help their firms achieve their business goals. They however perceived many barriers to export involvement. The most important barrier was related to personnel problems, in that they felt that they lacked sufficient knowledge about export opportunities and personnel knowledgeable in exporting. Significant differences were found in the extent to which firms in the three industries studied, regarded different barriers as important. The findings of the study have wider implications on promotion of exports and these have been highlighted in the paper.
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- Authors: Mpinganjira, Mercy
- Date: 2011-09
- Subjects: Export involvement , Non-exporters , Export barriers , Malawi
- Type: Article
- Identifier: uj:5778 , ISSN 1993-8233 , http://hdl.handle.net/10210/7785
- Description: Many governments have in place measures aimed at stimulating many of their firms to get involved in exporting. This paper aimed at investigating perceived benefits of and barriers to exporting among small and medium sized non-exporting firms in Malawi. An investigation was also made into the extent to which managers regarded the achievement of some common business goals as important to their firms. Data was collected from 100 owner-managers of non-exporting small and medium sized firms in Malawi using a structured questionnaire. The findings of the study showed that managers regard steady growth of their firms, increased sales and profitability as well as development of new markets as very important. The managers agreed to the fact that exporting can significantly help their firms achieve their business goals. They however perceived many barriers to export involvement. The most important barrier was related to personnel problems, in that they felt that they lacked sufficient knowledge about export opportunities and personnel knowledgeable in exporting. Significant differences were found in the extent to which firms in the three industries studied, regarded different barriers as important. The findings of the study have wider implications on promotion of exports and these have been highlighted in the paper.
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Perceived ease of use : examining its influence on personal use of the tax e-filing system
- Authors: Mpinganjira, Mercy
- Date: 2013-10-30
- Subjects: E-filing , Income tax - South Africa , Tax e-filing - South Africa
- Type: Article
- Identifier: uj:5545 , ISSN 0219-8770 , http://hdl.handle.net/10210/14127
- Description: This paper examines the influence of perceived ease of use on personal use of the tax e-filing system in South Africa. Data was collected using in-depth interviews and a structured questionnaire. The findings show that higher levels of perceived ease of use are associated with personal use as well as behavioral intentions to make use of the system. The results also indicate that computer self-efficacy and access to information have positive influence on perceived ease of use. These findings point to the need for equipping people with skills and information that can enable them to make use of the system.
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- Authors: Mpinganjira, Mercy
- Date: 2013-10-30
- Subjects: E-filing , Income tax - South Africa , Tax e-filing - South Africa
- Type: Article
- Identifier: uj:5545 , ISSN 0219-8770 , http://hdl.handle.net/10210/14127
- Description: This paper examines the influence of perceived ease of use on personal use of the tax e-filing system in South Africa. Data was collected using in-depth interviews and a structured questionnaire. The findings show that higher levels of perceived ease of use are associated with personal use as well as behavioral intentions to make use of the system. The results also indicate that computer self-efficacy and access to information have positive influence on perceived ease of use. These findings point to the need for equipping people with skills and information that can enable them to make use of the system.
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Perceived Guest House brand value : the influence of web interactivity on brand image and brand awareness
- Matikiti-Manyevere, Rosemary, Roberts-Lombard, Mornay, Mpinganjira, Mercy
- Authors: Matikiti-Manyevere, Rosemary , Roberts-Lombard, Mornay , Mpinganjira, Mercy
- Date: 2020
- Subjects: Web interactivity , Brand awareness , Brand image
- Language: English
- Type: Article
- Identifier: http://hdl.handle.net/10210/463913 , uj:41419 , Citation: Matikiti-Manyevere, R., Roberts-Lombard, M., Mpinganjira, M. 2020. Perceived Guest House brand value : the influence of web interactivity on brand image and brand awareness. , DOI: 10.1080/10496491.2020.1829770
- Description: Abstract: The purpose of the study was to examine the influence of web interactivity and brand experience on the perceived brand value of guest houses, and ultimately, affective commitment towards guest houses. A questionnaire was used to collect data from guest house customers, yielding a total of 300 responses suitable for analysis. Structural Equation Modelling was used to test the hypotheses. The results revealed that web interactive elements of social interactivity, active control and synchronicity positively influence brand awareness, however, both social interactivity and active control influence brand image. Results also confirmed that brand awareness influences brand image. Brand experience and brand image also had an influence on perceived brand value, with the latter influencing affective commitment. Guesthouses owners are recommended to have websites that allow two-way communication. Websites should also have embedded features such as effective navigation tools which allow for active control.
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- Authors: Matikiti-Manyevere, Rosemary , Roberts-Lombard, Mornay , Mpinganjira, Mercy
- Date: 2020
- Subjects: Web interactivity , Brand awareness , Brand image
- Language: English
- Type: Article
- Identifier: http://hdl.handle.net/10210/463913 , uj:41419 , Citation: Matikiti-Manyevere, R., Roberts-Lombard, M., Mpinganjira, M. 2020. Perceived Guest House brand value : the influence of web interactivity on brand image and brand awareness. , DOI: 10.1080/10496491.2020.1829770
- Description: Abstract: The purpose of the study was to examine the influence of web interactivity and brand experience on the perceived brand value of guest houses, and ultimately, affective commitment towards guest houses. A questionnaire was used to collect data from guest house customers, yielding a total of 300 responses suitable for analysis. Structural Equation Modelling was used to test the hypotheses. The results revealed that web interactive elements of social interactivity, active control and synchronicity positively influence brand awareness, however, both social interactivity and active control influence brand image. Results also confirmed that brand awareness influences brand image. Brand experience and brand image also had an influence on perceived brand value, with the latter influencing affective commitment. Guesthouses owners are recommended to have websites that allow two-way communication. Websites should also have embedded features such as effective navigation tools which allow for active control.
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Precursors and outcomes of satisfaction in seller-customer business relationships : a sales perspective
- Høgevold, Nils, Svensson, Göran, Mpinganjira, Mercy
- Authors: Høgevold, Nils , Svensson, Göran , Mpinganjira, Mercy
- Date: 2020
- Subjects: Seller - buyer relationship , Sales perspective , Specific assets
- Language: English
- Type: Article
- Identifier: http://hdl.handle.net/10210/463921 , uj:41420 , Citation: Nils M. Høgevold, N., Svensson, S., Mpinganjira, M. 2020. Precursors and outcomes of satisfaction in seller-customer business relationships: a sales perspective," International Journal of Procurement Management, Inderscience Enterprises Ltd, vol. 13(4), pages 531-552. , DOI: 10.1504/IJPM.2020.10024962
- Description: Abstract: Do the same precursors and outcomes apply in business relationships when the relationships are seen from the seller’s perspective as opposed to the customer’s perspective? Many studies on relationships, particularly those on business relationships, deal mainly with the buyer’s perspective. In this study, we take the seller’s perspective and test whether the precursors (trust and commitment) and outcomes (specific assets, opportunism and formalization) of satisfaction, which are tested and retested across multiple contexts and through time to buyer business relationships, also applies to seller business relationships. Data was gathered from a cross-industry sample of Norwegian companies. The questionnaires returned from 213 key sales informants were completed satisfactorily and were useable in this study, generating a valid response rate of 40.7%. Follow-up interviews with sales executives revealed practical consequences of satisfaction, specific assets, opportunism and formalization. The lesson learned from the feedback is that acting in a way that builds trust benefits both seller and customer.
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- Authors: Høgevold, Nils , Svensson, Göran , Mpinganjira, Mercy
- Date: 2020
- Subjects: Seller - buyer relationship , Sales perspective , Specific assets
- Language: English
- Type: Article
- Identifier: http://hdl.handle.net/10210/463921 , uj:41420 , Citation: Nils M. Høgevold, N., Svensson, S., Mpinganjira, M. 2020. Precursors and outcomes of satisfaction in seller-customer business relationships: a sales perspective," International Journal of Procurement Management, Inderscience Enterprises Ltd, vol. 13(4), pages 531-552. , DOI: 10.1504/IJPM.2020.10024962
- Description: Abstract: Do the same precursors and outcomes apply in business relationships when the relationships are seen from the seller’s perspective as opposed to the customer’s perspective? Many studies on relationships, particularly those on business relationships, deal mainly with the buyer’s perspective. In this study, we take the seller’s perspective and test whether the precursors (trust and commitment) and outcomes (specific assets, opportunism and formalization) of satisfaction, which are tested and retested across multiple contexts and through time to buyer business relationships, also applies to seller business relationships. Data was gathered from a cross-industry sample of Norwegian companies. The questionnaires returned from 213 key sales informants were completed satisfactorily and were useable in this study, generating a valid response rate of 40.7%. Follow-up interviews with sales executives revealed practical consequences of satisfaction, specific assets, opportunism and formalization. The lesson learned from the feedback is that acting in a way that builds trust benefits both seller and customer.
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