Articles
Publication Date: 2024
Interdisciplinary Journal Of Management Studies (29810795)17(1)pp. 37-52
Customers’ perception of service quality can affect their behavioral intentions. However, despite its great importance, there is little agreement and consensus about how to evaluate the quality of online services. The present study has sought to investigate and analyze the impact of dimensions of online service quality on women’s online buying behavior concerning luxury cosmetics. It has been designed and conducted based on nature in two methods: qualitative-exploratory and quantitative-survey. The statistical population in the qualitative stage was composed of twenty-three active and experienced customers of Telegram groups of luxury cosmetics. The content analysis method was employed to analyze the qualitative data. In the quantitative stage, the conceptual model of the research was examined. The statistical population of this stage has been the customers of Telegram online groups of luxury cosmetics. The sample size was 385. The qualitative stage data were analyzed and then classified and encoded in the form of dimensions of the perceived online service quality involving group quality, transaction-related service quality, and interaction quality. Quantitative stage findings showed that the dimensions of perceived online service quality have a significant effect on customers’ online purchase intention and impulsive buying. © Fatemeh Golalizadeh, Bahram Ranjbarian, Azarnoush Ansari.
Publication Date: 2024
International Journal of Quality and Service Sciences (1756669X)16(2)pp. 145-166
Purpose: This paper aims to investigate the effect of gamified e-service quality (GE-SQ) on customer value co-creation, relationship quality and purchase intention in e-retailing. Design/methodology/approach: A questionnaire was used to collect data from a sample of 549 e-retailing customers who participated in a gamified online service process. A structural equation modeling approach was adopted to analyze the model. Findings: The empirical evidence confirmed that GE-SQ encouraged customer value co-creation behavior and relationship quality. Customer value co-creation and relationship quality led to higher purchase intention. Also, value co-creation and relationship quality partially mediated the relationship between GE-SQ and purchase intention. Originality/value: The findings increase our knowledge of GE-SQ and its behavioral consequences. Moreover, the study proposes and validates a theoretical framework based on GE-SQ, value co-creation and customer relationship quality. This study provides insight into using gamification as a practical tool in the e-retailing industry. © 2024, Emerald Publishing Limited.
Publication Date: 2023
International Journal of Management Science and Engineering Management (17509653)18(4)pp. 249-265
This article investigates inventory replenishment, advertising, and pricing decisions for perishable products with fixed expiration dates. Specifically, the problem is modelled using mixed-integer nonlinear programming to maximize the retailer’s total profit on an infinite planning horizon. Several assumptions are made to formulate the problem: i) the demand is considered a multivariate function of freshness, selling price, displayed inventory level, and advertisement frequency; ii) the holding cost of inventory increases linearly as the product ages; iii) the ending inventory is not necessarily zero. A search algorithm is proposed to solve this problem. The impact of each parameter on the optimal solution is investigated using sensitivity analysis. The advertising frequency determined via this model is an optimal compromise between advertising costs and yield. This model can be applied to reduce perishable food waste and meet the rising demand for fresh food. © 2022 International Society of Management Science and Engineering Management.
Publication Date: 2023
Iranian Journal of Management Studies (20087055)16(2)pp. 411-428
Customer experience has become a focus of study in the scientific community. Though the customer experience and its components are measured to define, the antecedents and dimensions of customer experience require a comprehensive assessment in developing countries such as Iran. For this purpose, 23 in-depth semi-structured interviews were conducted with the passengers of different Iranian airlines. In this attempt, seven dimensions of customer experience were identified - including sensory, emotional, cognitive, recognition, security, novelty, and relationship dimensions - through thematic analysis method. To identify the factors affecting the passenger experience, a list of factors was initially extracted from previous studies. The impact of the ambiance inside the airplane, marketing programs, staff, scheduling, planning and management actions, the scope of passenger choice, and physical facilities were extracted through the fuzzy Delphi method according to 10 experts' views. The purposed method and the findings therein would contribute to the efforts of researchers and marketing practitioners, airline managers, and travel agencies in identifying the existing challenges in the airline industry besides planning to develop modern airline infrastructure and competitive differentiation. © 2023 Iranian journal of Management Studies.
