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  • Memorable Tourism Experiences: Scale Development | Chandralal | Contemporary Management Research
    Librarians Home About Login Register Search Current Archives Announcements ABOUT CMR Author Guideline Manuscript Submission Editorial board Published Issues NEW USER LOST PASSWORD Home Vol 11 No 3 2015 Chandralal Memorable Tourism Experiences Scale Development Lalith Chandralal Fredy Roberto Valenzuela Abstract This paper presents the findings of a research intended to develop a reliable and valid measurement instrument for memorable tourism experiences from the perspectives of more regular and typical leisure oriented travellers The exploratory stage involved data analysis of 100 travel blog narratives and 35 in depth interviews and the subsequent quantitative stage gathered data through a survey of 700 respondents who had visited some of the major tourist sites in Australia The study confirmed a reliable and valid MTE instrument having 34 items across the ten experiential dimensions authentic local experiences novel experiences self beneficial experiences significant travel experiences serendipitous and surprising experiences local hospitality social interactions impressive local guides and tour operators fulfilment of personal travel interests and affective emotions However the relative importance of these dimensions can differ according to the destinations and travellers demographic characteristics The results provide important managerial implications for destination marketing efforts Keywords Memorable Tourism Experiences MTEs Tourist Experience Instrument Development To

    Original URL path: http://www.cmr-journal.org/article/view/13822 (2016-05-01)
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  • Service Recovery in The Australian Banking Industry | Valenzuela | Contemporary Management Research
    For Librarians Home About Login Register Search Current Archives Announcements ABOUT CMR Author Guideline Manuscript Submission Editorial board Published Issues NEW USER LOST PASSWORD Home Vol 9 No 4 2013 Valenzuela Service Recovery in The Australian Banking Industry Fredy Valenzuela Ray Cooksey Lalith Chandralal Rumman Hassan Abstract Considering the importance of service recovery as a corrective measure for service failures this paper explores a when Australian customers complain b the process they follow to look for solutions to their complaints and c how they evaluate banks service recovery efforts To address these objectives 25 in depth interviews were conducted with Australian retail banking customers Results show that the main reasons for complaints were incorrect transactions performance not meeting expectations and unfair fees The study also showed that Australian customers perceive two steps of the complaining process are very important to have a control over the complaint gathering all required information and lodging a complaint in person In relation to evaluating banks service recovery efforts Australian customers felt that banks were not paying much attention to their complaints and that there was a lack of acknowledgement and responsiveness Keywords Service Recovery Complaining Behavior Customer Satisfaction To cite this document Fredy Valenzuela

    Original URL path: http://www.cmr-journal.org/article/view/11370 (2016-05-01)
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  • Interviewers’ Characteristics and Post-Hire Attitudes and Performance | Ismail | Contemporary Management Research
    Many studies have demonstrated the impact of interviewers characteristics on applicants reactions in terms of their impressions of the organization and their intentions to accept the job offer However previous research has generally neglected the effect of interviewers characteristics on applicants after they join the firm The present study which involved a sample of 200 employees from different industries showed that interviewers characteristics significantly affect applicants job satisfaction motivation and

    Original URL path: http://www.cmr-journal.org/article/view/10453 (2016-05-01)
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  • Determinants and Consequences of Cooperation in International Strategic Distribution Channel Alliances | Mehta | Contemporary Management Research
    Guideline Manuscript Submission Editorial board Published Issues NEW USER LOST PASSWORD Home Vol 9 No 4 2013 Mehta Determinants and Consequences of Cooperation in International Strategic Distribution Channel Alliances Rajiv Mehta Takao Ito Jolanta Mazur Rolph E Anderson Abstract Relationship marketing literature suggests that concepts such as trust integration and relationship openness tend to increase cooperation and commitment among channels of distribution partners However can relationship marketing theory be extended to international strategic alliances in the manufacturer distribution channel context More specifically can cooperation and commitment among international distribution channel partners be fostered using similar management practices on a cross national basis Given the scant research on strategic alliances in international distribution channels this investigation seeks to validate empirically the effects of strategic integration trust and relationship openness among international channel partners as determinants of cooperation and commitment which in turn affect overall channel performance Research propositions postulating the linkages among the focal constructs within a conceptual model of cooperation and commitment in international distribution alliances are developed to provide insights and guidelines for manufacturers in selecting and working with international distributors as strategic alliance partners Keywords International Strategic Alliances Cooperation Strategic Integration Trust Relationship Commitment Relationship Closeness Performance Relationship

    Original URL path: http://www.cmr-journal.org/article/view/11072 (2016-05-01)
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  • The Effects of Relationship-Destroying Factors on Customer Relationships: Relationship Recovery as the Moderator | Chang | Contemporary Management Research
    Hui Chen Chang Yi Ching Tsai Sheng Yuan Hsu Abstract The threshold for switching mobile phone numbers between different mobile communication service providers has largely decreased since the government lifted the ban on mobile phone number portability service Users can convert their mobile communication service from their current provider to others while maintaining their existing phone numbers The demand for mobile communication services has been increasing along with the popular sales of smartphones and tablet PCs However more and more complaints have emerged in response to system service failures employee service mistakes and the sales promotion activities offered from competitors which could destroy the trading relationship These factors will lead to the customers intentions of complaining and switching to another service provider This study aims to explore the relationship between destructive factors in trading relations service providers relationship recovery policies and the outcome of customer default Empirical data were collected from mobile service users through online questionnaires Using the general linear model GLM to test the research hypotheses the results showed that 1 the relationship destroying factors including service system failures and personnel service errors positively impact customers complaining and switching intentions and 2 the financial and psychological recovery policies

    Original URL path: http://www.cmr-journal.org/article/view/11261 (2016-05-01)
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  • Calculation and Visualization of Dynamic Price Elasticities | Tajima | Contemporary Management Research
    Tajima Calculation and Visualization of Dynamic Price Elasticities Hirokazu Tajima Abstract Applying the Hierarchical Bayesian Regression model to weekly aggregated sales history data from 92 retail stores located around Tokyo I calculated price elasticities by item week and store These elasticities are more stable than figures calculated using the Hierarchical Regression or Bayesian Regression models Furthermore using Google Earth I visualized the calculated price elasticities of these 92 stores over

    Original URL path: http://www.cmr-journal.org/article/view/11071 (2016-05-01)
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  • Mothers’ Perceived Vulnerability, Perceived Threat, and Intention to Administer Preventive Medication to Their Children | Nguyen | Contemporary Management Research
    Home About Login Register Search Current Archives Announcements ABOUT CMR Author Guideline Manuscript Submission Editorial board Published Issues NEW USER LOST PASSWORD Home Vol 9 No 4 2013 Nguyen Mothers Perceived Vulnerability Perceived Threat and Intention to Administer Preventive Medication to Their Children Phuong Nguyen Abstract The present research addressed whether mothers perception that their children are vulnerable to and threatened by a certain health problem increases their intention to use over the counter OTC medications to prevent it The research aimed to examine the predictive validity and the moderating effects of perceived vulnerability and perceived threat on mothers intention to administer over the counter preventive medications to their school aged children Derived from social cognition models a causal model was developed and tested with data collected from 299 mothers in Ho Chi Minh City Vietnam regarding the vitamin supplement category The model was found to significantly predict mothers intention to use OTC medications Perceived vulnerability and perceived threat did not predict intention but moderated the relationship between perceived benefit and intention to administer vitamin supplements Theoretical and managerial implications and limitations of the research are also discussed Keywords Intention Perceived vulnerability Perceived threat Vitamin supplement To cite this document

    Original URL path: http://www.cmr-journal.org/article/view/11093 (2016-05-01)
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  • The Influence of Internet-Based Customer Relationship Management on Customer Loyalty | Lam | Contemporary Management Research
    Guideline Manuscript Submission Editorial board Published Issues NEW USER LOST PASSWORD Home Vol 9 No 4 2013 Lam The Influence of Internet Based Customer Relationship Management on Customer Loyalty Aris Y C Lam Ronnie Cheung Mei Mei Lau Abstract This research investigates the relationship between the marketing efforts of electronic customer relationship management e CRM and loyalty in Hong Kong s banking industry A quantitative approach was employed and 119 valid questionnaires were collected from 150 respondents All the respondents are account holders of HSBC the Hong Kong and Shanghai Banking Corporation Limited the largest bank in Hong Kong Reliability testing and multiple regression analysis were used to determine the relationships between various independent and dependent variables The results suggest that all four e CRM marketing tactics direct mail interpersonal communication preferential treatment and tangible rewards play important roles in building customer relationships There were also significant relationships between the e CRM marketing tactics and customer relationship quality The study also found that the latter has a positive impact on customer loyalty The research results indicate that thorough implementation of e CRM marketing efforts will heighten customer loyalty towards HSBC Keywords e CRM Customer Loyalty Relationship Quality Banking industry Hong

    Original URL path: http://www.cmr-journal.org/article/view/11095 (2016-05-01)
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