New Normal Chief Marketing Officer (CMO): Branding Cybersecurity as a Return on Trust Beyond Pandemic? (Published)
The Covid-19 pandemic has changed the business world and Cyberattacks are becoming diversified and sophisticated. With widespread digitally remote-work phenomena and lack of an organization-wide comprehensive Cyber risk strategy, the data protection, trust, and brand reputation are at risk. The purpose of the study is to explore Cybersecurity as a Return on Trust and part of the Chief Marketing Officer (CMO) responsibility as corporations confront the New Normal (NN) opportunities. And does this research offer insight by addressing three main questions? (1) How to address cyber risks from a marketing perspective? (2) How to scale customer trust and best engage with customers without sacrificing sensitive information? (3) How to maximize the role of empathy in an economic downturn while maintaining a brand reputation? This study examined the CMO’s new normal strategy for an extraordinary audience reaches with creativity to re-introduce the brand’s value for all the stakeholders. The results of the study revealed stand-out brand delivery and maintenance of striking motivated employees for competitive advantage requires empathy and innovative marketing plans, shifting channel strategies, budget, and resources while passionately connecting with customers. Findings offer guidance to the CMO’s in cyber risk mitigation for robust business value, customer satisfaction, and the strengthening interconnections with public health, economy, and government. The study concludes that the new normal CMO act as a hub of collaboration to help advance brand delivery preparedness for future disasters by actively responding to customers’ voices and changing behavior for a sustainable future. Key implications for academics, practitioners, and policymakers are discussed.
Knowledge is considered an important source of establishing and maintaining competitive advantages. In the knowledge-based economy, knowledge sharing is increasingly viewed as critical to organizational effectiveness. Knowledge sharing has gained importance in organizations seeking to gain a competitive edge. Specifically, knowledge sharing, and the resulting knowledge creation are crucial for organizations to gain and sustain competitiveness. However, knowledge sharing is challenging in organizations for two reasons: First, individuals’ tacit knowledge, by its very nature, is difficult to transfer. Second, knowledge sharing is typically voluntary. Indeed, effective knowledge sharing is challenging because individuals cannot be compelled to do it. Organizations can manage knowledge resources more effectively only if individuals are willing to share their knowledge with colleagues. To facilitate knowledge sharing among individuals and across organizations, it is essential to understand the factors influencing individuals’ proactive attitude to sharing knowledge. Accordingly, there is a significant amount of research on factors such as shared goals, trust, willingness, motivation and intention, that may influence knowledge sharing behavior in organizations. The aim of this paper is to develop an understanding of the factors supporting or inhibiting individuals’ knowledge sharing behavior. As Oman, like any other countries in the Arab world, faces a somewhat high unemployment, especially among its graduates, providing a secure job may motivate them to engage in knowledge sharing behavior. More studies in knowledge sharing are expected to help decision and policy makers in organization in the Arab world with a reason to support implementing knowledge sharing strategies. Knowledge sharing research will continue to grow, reflecting the significance of knowledge as an important resource to the organization in developing its competitive advantages.
Relationship between Quality Signals’ Credibility, Trust in Food System Actors, Perceived Quality and Intention to Buy (Published)
This paper investigates the relationship between brands/certification labels credibility, trust in food system actors, perceived quality and intention to buy food products. The sample, consists of a total of 317 rice consumers who purchase rice from modern retail outlets in cities of Saint-Louis, Thiès and Dakar. Data are collected through questionnaire and analyze through descriptive statistics, Pearson correlation coefficient, and an approach based on Ordinary Least Squares Regression and the Bootstrap Method. Brands and certification labels, considered here as two types of quality signals, are seperately studied. Findings indicate that brands/certification labels credibility has a direct and positive influence on intention to buy food products that have these types of quality signals. In addition, this relationship is mediated, both seperately and together, by trust in food system actors who issue these types of quality signals and perceived quality of these food products. A significant difference is found in the comparison to reveal the more powerful mediating variable in terms of mediation effect. The overall model for each type of quality signal is significant.
Impact of Service Quality on Customer Trust, Purchase Intention and Store Loyalty, with mediating role of Customers’ Satisfaction on Customer Trust and Purchase Intention (Published)
Service Quality is most important dimension on which customer satisfaction is based. The main theme behind this research paper is to examine the impact of Service Quality on Customer trust, Purchase Intention and Store Loyalty where Satisfaction performs the role of mediator with Trust and Purchase Intention. Also, this study will analyze the impact of Store image on store Loyalty. This study is conducted mainly under the context of Grocery shopping in Jeddah, Saudi Arabia. Sample of 322 has been taken by using convenient sampling. Results show that all predicted hypothesis has been accepted after conducting the regression test. Positive impact has been seen between service quality and trust, service quality and purchase intention, and service quality and store loyalty. Also mediating role of customer satisfaction has been seen on customer trust and purchase intention. Finding also reveals that store image positively impact the store loyalty. This study will be helpful for researchers for future consideration in Saudi Arabia which provide useful implications as well.
This purpose of this paper is to explore the key success factors influencing students trust on Tesco grocery services. Using survey approach, the study adopted, simple random sampling in selecting a total of 70 students of the University of Bedfordshire who shop at Tesco. The analysis shows that organisations feel that customer trust gradually turns into customer loyalty. The findings revealed that a number of factors shapes students trust in Tesco grocery services mainly convenience, price and the quality of products and services.
The purpose of this study is to inquire the impact of e-participation levels which influence the participants to participate in e-governance websites. We also explore the mediating effect of user trust during participation in e-governance websites. This research is based on questionnaires which are distributed among university student. Total 150 questionnaires were distributed among the students in faculty of social sciences in GCUF. The results of this study shows significant relation among the e-participation levels and intentions to participate in e-governance. Trust of people in e-governance websites also mediates this relation and significant impact. So, we can say that if greater the e participation, greater will be the intention to participate in e-governance. Governments need to assert the role of citizens in the decision making process. Such assertion is done through the e-participation process.
This study examines the relationship between organizational resilience and the following predictors: openness, trust, authenticity, and proaction. The predictors were derived from Flach’s (1988), Weick’s (1993), and Malak’s (1998) sources of organizational resilience. The rationale for this study is based on the overwhelming support from the literature that organizations must become resilient if they hope to survive environmental turbulence (see Doe, 1994; Horne, 1997; Lengnick-Hall & Beck, 2009; Kerr, 2016; Livingstone, 2016). To achieve the objectives of the study, data was collected from employees of higher education institutions in the Philippines. Of the 779 instruments distributed, only 267 instruments were used due to incomplete instruments, outliers, normality, and other considerations. A path analysis was used to deduce whether the hypothetical model developed from the literature represents the reality. The results suggest that openness, trust, authenticity, and proaction explain 47% of the variation in organizational resilience. Further, evidence also suggest that proaction has the highest effect on organizational resilience although it was highly influenced by trust. Finally, a predictive model (structural equation model) which was different from the hypothesized model was achieved in terms of model fit and significant relationships. A major contribution of this study is the pinpointing of the substance of organizational resilience—that reservoir of vulnerability that is grown by an organization through trust—rather than defining it by what organizations are able to do because it has resilience—bouncing back from or absorbing adverse consequences. This paper discusses the results of the study, the implications for managers, and the recommendations for further research
Effect of Relationship Marketing and Relationship Marketing Programs on Customer Loyalty (Published)
This study examines the relationship between relationship quality and customer loyalty. Specifically, the study seeks to investigate the influence of customer trust, satisfaction and commitment on loyalty and to ascertain the effect of the relationship marketing program adopted by pension firms on customer loyalty. Regression analysis is used to test the model based on data obtained from a sample of 354 customers of pension service firms from Nnamdi Azikiwe University, Awka. Anambra state. The results provide evidence to support the effect of customer trust and satisfaction on customer loyalty. The contribution of commitment to the model is not supported. Additionally, support was found for the effect of relationship marketing program on loyalty. Firms may consider building relationship with customers by engendering a feeling of trust; invest in customer satisfaction and recruit and train socially, and service oriented frontline employees to create strong ties with customers.