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A management perspective on the current status of referral marketing in the property selling industry

- Roberts-Lombard, M.

  • Authors: Roberts-Lombard, M.
  • Date: 2011-04
  • Subjects: Referral market , Referral market relationships , Estate agencies
  • Type: Article
  • Identifier: uj:5826 , ISSN 1993-8233 , http://hdl.handle.net/10210/7843
  • Description: Increasing role specialization and the partial disintegration of the traditional family structure, social groups, as well as community entities have led buyers (consumers and businesses alike) to search for expert advice on products and services that has been provided informally through local social networks, as family members and peers. Marketing practitioners and theorists also routinely cite the power of the personal referral on customer behaviour. However, relatively few businesses have tried to harness the power of word-of-mouth (WOM). The purpose of the article is to indicate what the current status is of the relationships which estate agencies in the Gauteng Province, South Africa have with their referral market, and to provide recommendations to the management of estate agencies in the province regarding the improved application of the principles of relationship marketing to this market. The target population for this study was 1025 estate agencies, of which 250 managers and/or owners participated through personal interviews in the completion of questionnaires. Data analysis was done by calculating averages and standard deviations, Cronbach -values, p-values, the paired sample T-test, as well as standard marginal homogeneity test statistics. To strengthen their position in a highly competitive industry, estate agencies need to identify positive word-of-mouth referrers who can form part of their marketing strategy. Information pertaining to the products and services of the estate agency can be provided to these individuals to develop their value-added advantage to the marketing strategy of the business. Finally, estate agencies in Gauteng also need to provide customers with products (that is, property) and service delivery of a high quality. As a result, the estate agency can secure that the communication of their customers to the general public will ensure that the latter will purchase the products and services of the estate agency.
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Antecedents and outcome of commitment in Islamic banking relationships – an emerging African market perspective

- Roberts-Lombard, M.

  • Authors: Roberts-Lombard, M.
  • Date: 2020
  • Subjects: Antecedents , Outcome , Commitment
  • Language: English
  • Type: Article
  • Identifier: http://hdl.handle.net/10210/455358 , uj:40300 , Citation: Roberts-Lombard, M. 2020. Antecedents and outcome of commitment in Islamic banking relationships – an emerging African market perspective.
  • Description: Abstract: The study investigates how Islamic banking customers’ commitment is influenced by trust, relationship expectations, and conflict management and how commitment influence satisfaction. An explanatory research design was applied and responses obtained from Islamic banking customers through self-administered questionnaires. A total of 350 responses could be used for data analysis. An exploratory factor analysis established the interrelationships of the scales used to measure the study’s constructs. Moreover, the measurement and structural models were evaluated. Trust and relationship expectations significantly and positively influence customer commitment, while conflict management has no significant influence on Islamic banking customers’ commitment to their banks. In addition, commitment significantly and positively influences Islamic banking customers’ satisfaction experiences. The tested model confirms the hypothesised relationships between Islamic banking customers’ trust, relationship expectations, commitment, and satisfaction. However, the relationship between conflict management, commitment, and satisfaction was not established. Commitment is linked to trust and relationship expectations, and its outcome, satisfaction. Nevertheless, commitment could not be linked to the antecedent conflict management. The findings could assist retail banks servicing Islamic banking customers in offering in-depth knowledge of how trust and relationship expectations can foster customer commitment, eventually securing customers’ positive satisfaction. The study focused on Islamic banking customers and determined the interrelationships of commitment and related constructs. Few studies have examined the relationship between commitment, its antecedents and outcome from an Islamic banking perspective in an emergent African economy.
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Antecedents and outcomes of satisfaction in buyer-supplier relationships in South Africa: A replication study

- Roberts-Lombard, M., Mpinganjira, M., Svensson, G.

Attitude and behavioral intention towards internet banking adoption of generation Y customers – an emerging market perspective

- Bingwa, Siphamandla, Roberts-Lombard, M., Jaiyeoba, Olumide

Attitude and purchase intention towards halal fast-food purchases : evidence from an emerging African market

- Roberts-Lombard, M., Amer, H., Ward, B., Miller, B., Santana, C.

Customer complaints in the airline industry : a case of domestic and international air travellers in South Africa

- Matikiti, R., Roberts-Lombard, M., Mpinganjira, M.

Employees as customers - an internal marketing study of the Avis Motor Vehicle Rental Group in South Africa.

- Roberts-Lombard, M.

  • Authors: Roberts-Lombard, M.
  • Date: 2009
  • Subjects: Employee relationships , Customer relations , Avis Motor Vehicle Rental Group (South Africa)
  • Type: Article
  • Identifier: uj:6199 , ISBN 978-086970-6619 , http://hdl.handle.net/10210/5279
  • Description: The purpose of the paper is to investigate the mutually beneficial nature of establishing long term relationships with employees as internal customers of the business. The target population for this study was 225 Avis motor vehicle rental branch managers in South Africa. A total of 155 managers of Avis branches participated through structured, personal interviews in the completion of questionnaires. Data analysis was done by calculating averages and standard deviations, Explorative Factor Analysis, Cronbach Alpha-values and practical significance by means of effect sizes. The findings of the study stipulate that a more coherent attempt must be made to improve the level of internal communication between the managers of Avis motor vehicle rental branches and their employees. This creates an environment within the Avis motor vehicle rental group that promotes mutual respect, trust and concern between management and employees.
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Ethical belief and ethical intention : Comparing South African and Polish commerce students’ perceptions

- Roberts-Lombard, M., Goldman, G., Knight, J.

Examining the link between the antecedents of relationship commitment and loyalty within the road transport industry of South Africa

- Jackson, L. J., Lubbe, I., Roberts-Lombard, M.

Exploring parental and driver knowledge, use and beliefs of child restraints such as infant car seats, toddler seats and booster seats in South Africa

- Smit, E., Roberts-Lombard, M., Goldman, G.

  • Authors: Smit, E. , Roberts-Lombard, M. , Goldman, G.
  • Date: 2019
  • Subjects: South Africa , Child restraints , Parents
  • Language: English
  • Type: Conference proceedings
  • Identifier: http://hdl.handle.net/10210/402127 , uj:33638 , Citation: Smit, E., Roberts-Lombard, M. & Goldman, G. 2019. Exploring parental and driver knowledge, use and beliefs of child restraints such as infant car seats, toddler seats and booster seats in South Africa.
  • Description: Abstract: The purpose of this paper is to determine parents’ and drivers’ knowledge, use and beliefs of child restraints amongst lower middle-class groups in South Africa. The study was qualitative in nature, and data was collected from parents or drivers of children aged birth - 11 with a motor vehicle in Gauteng. Through the application of the convenience sampling technique, a total of 14 parents and drivers with children at selected pre-schools and primary schools, who are in the lower middleclass groups and who reside in the cities of Johannesburg, Tshwane and Ekurhuleni, were selected. The Morse and Field Approach was used to analyse the data because the steps of this data analysis method are clear, easy to follow and comprehensible. There is a lack of knowledge and usage of child restraints among lower middle-class parents and drivers within Gauteng. The results also indicate that there are variables that are predictive of age-appropriate restraint use and knowledge, and that parents hold specific beliefs around child restraints. Lastly, the results indicated that the parents and drivers have rarely seen any advertisements on child restraints in South Africa. By exploring the topic of usage, knowledge, beliefs and the social marketing of child restraints, strategies have been identified on how to overcome the major challenge of child injuries in motor vehicle accidents in South Africa. This study promotes child restraint usage on South African roads and assists organisations in South Africa to better understand that social marketing is necessary to change the behaviour of parents with regard to child restraints usage.
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Exploring the determinants of brand performance in an emerging African economy

- Ledikwe, A. B., Roberts-Lombard, M.

  • Authors: Ledikwe, A. B. , Roberts-Lombard, M.
  • Date: 2019
  • Subjects: Brand relationship quality , Brand reputation , Brand image
  • Language: English
  • Type: Conference proceedings
  • Identifier: http://hdl.handle.net/10210/407576 , uj:34313 , Citation: Ledikwe, A.B., Roberts-Lombard, M. 2019: Exploring the determinants of brand performance in an emerging African economy.
  • Description: Abstract: This study aims to explore the determinants of brand performance in the emerging economy of Botswana. The population included all retail customers of small and medium enterprises (SMEs) that operate within the city of Gaborone in Botswana. Stratified sampling and convenience sampling techniques were conducted and a self-administered questionnaire was distributed amongst 450 customers at the service points of SMEs. The hypothesised relationships in this study were analysed by means of the structural equation modelling approach. The findings reveal that brand relationship quality had a positive and significant impact on brand reputation, whilst brand reputation had a direct influence on brand performance. Additionally, the influence of brand reputation on brand performance was mediated by brand image. Therefore, it is important for SMEs in Botswana’s apparel industry to stimulate the level of brand relationship quality, brand reputation and brand image to build a sustainable brand performance.
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Factors affecting the selection of a retail bank in South Africa : a female Generation Y consumer’s perspective

- De Broize, C., Roberts-Lombard, M., De Meyer-Heydenrych, C.

Internal marketing, service quality and customer satisfaction : an Islamic banking perspective

- De Bruin, L., Roberts-Lombard, M., De Meyer-Heydenrych, C. F.

  • Authors: De Bruin, L. , Roberts-Lombard, M. , De Meyer-Heydenrych, C. F.
  • Date: 2020
  • Subjects: Internal marketing , Service quality , Customer satisfaction
  • Language: English
  • Type: Article
  • Identifier: http://hdl.handle.net/10210/461085 , uj:41052 , Citation: De Bruin, L., Roberts-Lombard, M. & De Meyer-Heydenrych, C.F. 2020. Internal marketing, service quality and customer satisfaction : an Islamic banking perspective.
  • Description: Abstract: Purpose – The study explores the extent to which internal marketing influences employees’ perceived ability to deliver service quality in the Islamic banking industry in Oman. Additionally, the influence of perceived service quality on customer satisfaction is established. Design/methodology/approach – Data was obtained from retail banking branch employees at the customer front line of Islamic banks in Oman using electronic and person-administered surveys, and 272 responses were deemed suitable for data analysis. The measurement and structural models were measured through Structural Equation Modelling. Findings – The findings show that internal promotion, internal process and internal purpose are enablers of employees’ perceived ability to deliver service quality in the Islamic banking industry of Oman. In addition, service quality was found to have a strong positive influence on customer satisfaction in Islamic banks. Research implications – This study demonstrates that internal product, internal price, internal promotion, internal process and internal purpose are influencers of service quality, and the latter has a direct relationship with customer satisfaction in Islamic banking. Managerial implications – The findings can guide the Islamic banking sector in Oman on how internal marketing can foster service quality, ultimately leading to positive customer satisfaction experiences. Originality/value – The internal marketing mix model is predominately a western model, which has been tested primarily in mature western markets. This study reflects on 10 internal marketing mix elements, which have been tested for the enablement of service quality and customer satisfaction in Oman.
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Investigating the linkage between trust, empathy, communication, brand associations and brand reputation in Africa : a Botswana perspective

- Ledikwe, A., Roberts-Lombard, M.

  • Authors: Ledikwe, A. , Roberts-Lombard, M.
  • Date: 2018
  • Subjects: Trust , Empathy , Communication
  • Language: English
  • Type: Conference proceedings
  • Identifier: http://hdl.handle.net/10210/288507 , uj:31281 , Citation: Ledikwe, A. & Roberts-Lombard, M. 2018. Investigating the linkage between trust, empathy, communication, brand associations and brand reputation in Africa : a Botswana perspective.
  • Description: Abstract: The purpose of this study was to investigate the interrelationship between trust, empathy, communication, brand associations and brand reputation of selected small and medium enterprise (SME) brands in a developing economy of Botswana. The population was defined as all retail customers of SME brands operating within the metropolitan city of Gaborone in Botswana. A stratified-convenience sampling approach was followed and a self-administered questionnaire was disseminated amongst 450 customers at the service points of SMEs. The Structural equation modelling (SEM) procedure was used to analyse the hypothesised relationships in this study. The findings conclude that trust, empathy and communication exerted a positive and significant influence on brand associations, whilst brand associations had a direct impact on brand reputation. In addition, brand commitment significantly mediated the influence of brand associations on brand reputation. It is therefore important for SMEs in the apparel industry of Botswana to cultivate the levels of trust, empathy, communication, brand associations and brand commitment to secure a genuine reputation with their customers.
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Normative influence on household waste separation : the moderating effect of policy implementation and sociodemographic variables

- Issock, P. B. I., Roberts-Lombard, M., Mpinganjira, M.

Product involvement, WOM and eWOM in the fast food industry : a young adult perspective in an emerging African economy

- Ledikwe, Aobakwe, Stiehler-Mulder, B., Roberts-Lombard, M.

Service recovery satisfaction and customer commitment in the airline business – an emerging African market perspective

- Matikity, R., Mpinganjira, M., Roberts-Lombard, M.

  • Authors: Matikity, R. , Mpinganjira, M. , Roberts-Lombard, M.
  • Date: 2020
  • Subjects: Service recovery , Customer commitment , Emerging market
  • Language: English
  • Type: Article
  • Identifier: http://hdl.handle.net/10210/409878 , uj:34355 , Citation: Matikity, R., Mpinganjira, M., Roberts-Lombard, R. 2020: Service recovery satisfaction and customer commitment in the airline business – an emerging African market perspective.
  • Description: Abstract: Purpose – The purpose of this study was to examine the precursors and outcomes of service recovery satisfaction and customer commitment among airline business customers. Design/methodology/approach – Data were collected from airline travellers in South Africa using a structured questionnaire. Structural equation modelling was used to analyse the proposed hypotheses. Findings – The results revealed that recovery expectations and perceived equity exert significant influence on levels of recovery satisfaction, which in turn influence overall satisfaction, trust and commitment. The study also revealed that trust and overall satisfaction are antecedents of customer commitment and that customer commitment has a significant positive relationship with positive word of mouth. It was also established that the quality of past service performance moderates the relationship between recovery satisfaction and commitment. Practical implications – Airlines are advised to stimulate customer trust in the service delivery process through transparency in the procedures by which they resolve service failures and to remain committed to their service recovery promises to customers. It is also proposed that airlines should secure increased positive word of mouth through offering satisfactory service recovery.
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Social media content marketing : the case of Facebook in the South African telematics industry

- Chittiah, Delisha Nengal, Stiehler-Mulder, B.E., Roberts-Lombard, M.

Social media usage amongst generation y in South Africa – does gender matter?

- Mayiya, S., Roberts-Lombard, M., Jaiyeoba, Olumide

  • Authors: Mayiya, S. , Roberts-Lombard, M. , Jaiyeoba, Olumide
  • Date: 2017
  • Subjects: Social Media , Social media usage , Behaviour
  • Language: English
  • Type: Conference proceedings
  • Identifier: http://hdl.handle.net/10210/254886 , uj:26699 , Citation: Mayiya, S., Roberts-Lombard, M. & Jaiyeoba, O. 2017. Social media usage amongst generation y in South Africa – does gender matter?
  • Description: Abstract: Social media has become one of the most popular tools for social interaction, and has transformed how individuals socialise, seek and share information with each other. Despite the widespread usage of social media in South Africa, there is a lack of empirical research studies that crystallise the differences in usage of social media by men and women, and of the relationship between social media usage and behaviour. The purpose of the study was to establish the differences between how men and women use social media and if there are any differences in their behaviour on social platforms. The sample consisted of 1 176 individuals who have used a social media account within the last six months, and interviews were conducted via a self-administered questionnaire. The results indicate that most of the respondents had been on their preferred social media platform for five years or more, are of Generation Y, have a university degree, and were single and living alone. The results demonstrate that there are no statistically significant differences in the usage and behaviour of social media networking sites of men and women. Marketers therefore need to invest in developing and maintaining a presence on social media if they want to develop a loyal following amongst Generation Y. Social media can therefore be leveraged by marketers to disseminate information about new products or products that existing customers had not considered buying at the time of social media interaction.
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South African corporate ethics codes : establishment and communication

- Roberts-Lombard, M., Mpinganjira, M., Svensson, G.

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