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Träfflista för sökning "WFRF:(Osarenkhoe Aihie 1960 ) "

Sökning: WFRF:(Osarenkhoe Aihie 1960 )

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1.
  • Osarenkhoe, Aihie, 1960-, et al. (författare)
  • Service Quality as a Mediator of Customer Complaint Behaviour and Customer Loyalty
  • 2017
  • Ingår i: International Review of Management and Marketing. - : EconJournals. - 2146-4405. ; 7:1, s. 197-208
  • Tidskriftsartikel (refereegranskat)abstract
    • Aims to examine the mediating role of service quality (SQ) in customer complaint behaviour (CCB) and customer loyalty (CL). Adopts a quantitative cross-sectional research design and uses the MedGraph program, Sobel tests and the Baron and Kenny method to test for mediation effect of SQ on the relationship between CCB and CL. SQ is a significant mediator in the relationship between CCB and CL of Ugandan mobile phone subscribers. Adding SQ to the relationship boosts the relationship between CCB and CL by 45% among the mobile phone subscribers studied. Findings suggest that when SQ is low, a high level of CL may not be attained among mobile phone subscribers. Managers, policy-makers, and mobile telephone companies should advocate and strive for improvements across all dimensions of SQ to boost the loyalty of cell phone customers. This study is the first to test the mediating role of SQ in the relationship between CCB and CL among mobile phone subscribers in a developing nation context. Contributes to the positive significant influence of SQ in enhancing the level of CL based on CCB.
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2.
  • Awuah, Gabriel Baffour, et al. (författare)
  • Interactive (networked) internationalization : the case of Swedish firms
  • 2011
  • Ingår i: European Journal of Marketing. - UK : Emerald Group Publishing Limited. - 0309-0566 .- 1758-7123. ; 45:7-8, s. 1112-1129
  • Tidskriftsartikel (refereegranskat)abstract
    • Purpose - The purpose of this study is to provide deeper insights into the extent to which an independent actor(s) actively collaborates with the internationalizing firm so as to jointly determine the choice of market, the mode of entry and the level of investment committed in the market to be entered and even after the entry (i.e. the ongoing activities). Design/methodology/approach - Against the previous purpose section, a qualitative research approach is selected to guide the exploratory nature of this study. Thus qualitative data are used to build the two case studies because case studies are generally a more appropriate approach when "how" and "why" questions are being posed and when the investigator has little control over events. Findings - Based on two multiple case studies, one major finding of the study shows that independent actors, with their interconnected networks, have played and are still playing a major role in influencing the internationalization processes of each of the two firms in this study. Originality/value - This is an original paper developed based on two case studies which have not been published in any journal before. The paper highlights the role of external independent actors in internationalization, which is not mentioned at all or stressed in the extant literature.
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3.
  • Berggren Newton, Benny (författare)
  • Business Basics : A Grounded Theory for Managing Ethical Behavior in Sales Organizations
  • 2021
  • Doktorsavhandling (övrigt vetenskapligt/konstnärligt)abstract
    • Background: Managing co-workers’ ethical behavior in sales organizations is a complex social process. To start, sales organizations incorporate several actors to manage, often simultaneously, all with their own agendas. Ethics as a topic is convoluted because it encompasses context-based scenarios which may not have clear-cut right and wrong answers. The management process is an ongoing task managers deal with on daily basis, where mismanagement can lead to severe consequences. The majority of existing research on this area tends to focus on single factors in the management process, not the whole process. While there are some research studies that presents models or integrated frameworks describing the management process, they are few in number.Aim: The aim of this study is to derive empirical concepts and thereby try to develop a theory to facilitate an understanding of the process of managing co-workers’ ethical behavior, where the purpose is to ultimately build an integrated framework. More specifically, this study aims to describe the involved actors’ main concerns and the process by which these are continuously resolved.Methodology: In order to achieve the aim, a method with an inductive approach was necessary. The orthodox Grounded Theory methodology was chosen as research approach since it can generate conceptualizations in an integrated framework which help explain the occurring social processes. Working from this approach means that the researcher develops a new theory that is grounded in empirical data, where the researcher inductively describes the social process. The empirical data was mainly derived from interviews with actors within the field. The data was collected, coded and conceptualized in an overlapping procedure until an empirically derived theory emerged After the emergence of the theory, the empirical data was validated with existing academic literature.Findings: The core category in this study is Business Basics and concerns the desire to continuously conduct business where the management of ethical behavior is a fundamental basis to achieve this. Five distinct categories, all related to the core category were revealed: Bureaucratization, Relationship Investing, Educationing, Monetary Managing and Intuiting. These categories are expressed in social and dynamic processes. They represent different activities, tools, influences and practices that managers can adopt in order to reach their main concern.Contribution: As a contribution, this dissertation provides an integrated framework based on the actors own subjective experiences, describing the dynamic and social processes of managing co-workers ethical behavior in sales organizations.
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4.
  • Chowdhury, Ehsanul Huda, 1977-, et al. (författare)
  • The Contribution of Innovation Hubs Towards Strengthening the Regional Development in Sweden
  • 2023
  • Ingår i: International Journal of Innovation and Technology Management (IJITM). - : World Scientific. - 0219-8770. ; 20:2, s. 1-20
  • Tidskriftsartikel (refereegranskat)abstract
    • Aim: This study aims to explore the influence of innovation hubs (IHs) on innovation-based regional development.Methodology: This study applied a qualitative approach using a multiple case study method to collect data through 10 semi-structured interviews. A detailed analysis of the data collected was conducted using the content analysis method.Findings: The study shows that IHs can influence both economic and social development. An IH can attract knowledge and expertise as well as investors to the region through its activities and geographical location. The hubs support start-ups, entrepreneurs and smart specialization at the same time as they also enable sustainable development by creating social value. Regions can exchange resources through cross-collaboration via IHs.Research Implications: This study has important theoretical managerial and societal implications. It adds comprehensive knowledge to the existing theory on IHs and regional development by highlighting the influence of IHs on regional development. The study shows both economic and social influence in detail and points out a previously undiscussed concept in the context of the correlation between IHs and regional development.
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6.
  • Eklinder-Frick, Jens Ola, et al. (författare)
  • Digitalization efforts in liminal space : inter-organizational challenges
  • 2020
  • Ingår i: Journal of business & industrial marketing. - : Emerald. - 0885-8624 .- 2052-1189. ; 35:1, s. 150-158
  • Tidskriftsartikel (refereegranskat)abstract
    • Purpose: The purpose of this paper is to analyze the benefits and drawbacks that strategically imposed liminality inflicts upon inter-organizational digitalization efforts within the different phases of its utilization.Design/methodology/approach: This study empirically examines digitalization in a large multinational manufacturing company, Sandvik Machining Solutions, using data that were collected through interviews and a qualitative research design.Findings: This study shows that a liminal space separated from the structures in which one is supposed to inflict changes increases the risk of developing an incompatible system that will be rejected in the incorporation phase. An inter-organizational perspective on liminality thus contributes to our understanding of the benefits and drawbacks that liminal space can pose for the organizations involved.Practical implications: The study suggests that, in the separation phase, driving change processes by creating liminal spaces could be a way to loosen up rigid resource structures and circumvent network over-embeddedness. Finding the right amount of freedom, ambiguity and community within the liminal space is, however, essential for the transition of information as well as the incorporation of the imposed changes.Originality/value: Introducing an inter-organizational perspective on liminality contributes to our understanding of the stress that liminal space can place on individuals as well as the individual organization.
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7.
  • Fjellström, Daniella, et al. (författare)
  • A Conceptual Framework Enabling Understanding of Customer Satisfaction Drivers of Digitalised Vendor Managed Inventory
  • 2018
  • Ingår i: Conference Book of Abstract Proceedings. ; , s. 4-4
  • Konferensbidrag (refereegranskat)abstract
    • This work responds to calls for more studies on customer satisfaction drivers associated with Industrial Vending Solutions (a unique form of vendor-managed inventory) implementation. It identifies key drivers of customer satisfaction and positive service quality perception as well as trust and commitment indicators for business-to-business industrial vending systems by asking: How is the customers perceived service quality impacted by the suppliers execution of the IVS dimensions and what customer satisfaction drivers can be derived? Through an explanatory approach, qualitative data on multiple cases was gathered. 14 in-depth semi-structured interviews were held with customers. We draw upon the consumer satisfaction paradigm to analyse post-usage satisfaction with application service providers services. Solution characteristics of industrial vending systems impact service quality perception through compliance with customer requirements. Customer satisfaction drivers were identified for the investigated industrial vending system, the most important being efficiency, user-friendliness and timeliness. Further, the presence of trust in customer-supplier relationships positively impacts trust and commitment intentions. A conceptual framework builds on knowledge on customer satisfaction which managers can incorporate into the value promise design, product development and marketing strategies.
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8.
  • Fjellström, Daniella, et al. (författare)
  • Critical role of cluster organisations to overcome SMEs´ liabilities of size, resources, newness, and foreignness in their internationalisation
  • 2022
  • Ingår i: International Conference Proceedings. - 9789899121133 ; , s. 111-112
  • Konferensbidrag (refereegranskat)abstract
    • The purpose of the study is to find out how clusters can assist small- and medium enterprises (SME) s to expand their business to the international market. A qualitative approach was used in this study where the primary data was collected from five cluster organizations in the region of Gävleborg in Sweden with ten semi structured interviews with key personals in the five cluster organizations. The analysis was done with the help of concepts identified in the literature as well as new themes that was found in the empirical investigation.  The findings in this study have shown that the clusters can provide support to the SMEs to overcome obstacles related to capital, learning, innovation, networking, sales and strategy. The clusters can also help the SMEs in terms of sustainability. The weakest link is to help the SMEs to gain social capital where the clusters abilities are low. Each cluster has their niche competence so a collaboration within the clusters is required to help the SMEs in their international journey. The study extends the knowledge around the support system known as clustering as the study shows that only one cluster may not be able to help the SMEs in all the given areas required for their internationalization but a collaboration between clusters can help the SMEs to overcome most of the barriers towards internationalization. Future studies can focus on longitudinal research in this area to be able to follow the journey of the SMEs between the clusters but also to be able to capture and compare if the SMEs and cluster are experiencing the same pros and cons of the support system. We also suggest replicating this study in another region of Sweden to see if the results can be generalized or if it is a very local context regarding the help the SMEs can receive for internationalization. 
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9.
  • Fjellström, Daniella, et al. (författare)
  • Enablers of international product customisation strategy - a Swedish case
  • 2023
  • Ingår i: International Journal of Business Environment. - : Inderscience. - 1740-0589 .- 1740-0597. ; 14:2, s. 240-276
  • Tidskriftsartikel (refereegranskat)abstract
    • The aim of this study is to understand what factors influence companies to customise products international customers and markets. A qualitative case study with semi-structured interviews was conducted at one multinational corporation to gain insights into its product customisation strategy. The findings demonstrate how internationalisation can impact product customisation and identify four factors in the customisation process: culture, internationalisation, knowledge transfer, and product strategy. Tailored marketing strategies that influenced the international product customisation strategy (IPCS) were used. This study augmented on our understanding of how product customisation impacts internationalisation and vice versa, revealing the importance of knowledge transfer in IPCS and its growing impact due to digitalisation. It also shows how both B2B marketing and a tailored marketing strategy are overarching themes in international product customisation, making it one of few studies to recognise the relevance of omnichannel strategy in the B2B market segment.
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10.
  • Fjellström, Daniella, et al. (författare)
  • Enablers of international product positioning strategy – A Swedish SME’s case
  • 2022
  • Ingår i: International Conference Proceedings. - 9789899121133 ; , s. 111-112
  • Konferensbidrag (refereegranskat)abstract
    • This study aims to identify the main factors that SMEs need to consider when positioning a premium priced product in the international market. In addition, this study aims to acquire in-depth knowledge regarding the market conditions in Germany. This study follows a qualitative research method, where a Swedish SME Damasteel acts as the case company of the research. In addition to the case company, four of their German distributors were interviewed using semi-structured interviews. The data were processed and presented by dividing the findings into six different categories. The empirical findings suggest that the German kitchen knife market is rather competitive, however, there is still potential for further growth and demand has been growing during the past few years. Personalisation of the products is considered one of the current trends. High quality of a product is often linked with high price, therefore, the main factors justifying premium price are the brand name, origin of the product, and customisation. This study contributes to the existing literature by adding new knowledge regarding product positioning and pricing strategies in the German market from the perspective of a Swedish SME. This study highlights the importance of premium price when positioning a high-quality product, therefore, it suggests that a premium product cannot be targeted to a mass audience. Practical recommendations offer insight to the case company Damasteel of the local market conditions in Germany, by providing an overview of the competition and customers in this segment. The focus of this study was on a niche market without offering any detailed information of the different factors influencing the market itself. Future research could supply an insight into how to better target the final customers of a specific market, and how to market a premium priced product for them. In addition, the pricing methods of the new product planned to be launched by the case company Damasteel and the impact on the current sales could be further investigated. 
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11.
  • Fjellström, Daniella, et al. (författare)
  • The Effect of Digital Marketing on Customer Relationship Management
  • 2019
  • Ingår i: Proceedings. - : IBIMA. - 9780999855133 ; , s. 7612-7622
  • Konferensbidrag (refereegranskat)abstract
    • This research examines the combination of social media and customer relationship management with the help of customer relationship performance and social customer relationship management capabilities in order to explore as if social media can be utilized as a constructive CRM instrument in business-to-business settings. Additionally, the research will disclose the positive or negative impact of the social media on customer relationship performance. During the research process, we interviewed digital marketing managers from four different small and medium sized organizations. The findings of our research shows that because of the companies’s less effective customer relationship management capabilities, the companies were not able to achieve customer relationship performance by utilizing social media. Additionally, we found that not only social media is the most effective instrument for CRM. We also found that there is no specific social media used by every company i.e. the efficiencies of social media platforms varies from company to company.
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12.
  • Fjellström, Daniella, et al. (författare)
  • The Role of Digitalization in SMEs’ Strategy Development : The Case of Sweden
  • 2020. - 1
  • Ingår i: The Changing Role of SMEs in Global Business. - Cham : Palgrave Macmillan. - 9783030458317 - 9783030458300 ; , s. 65-88
  • Bokkapitel (refereegranskat)abstract
    • The diffusion of digital technologies has enabled a notable transformation in firms’ boundaries, processes, structures, roles, and interactions. This digital revolution affects a company as a whole, thereby redefining its strategies, entrepreneurial processes, and governance mechanisms or structures. The aim of this study is to understand how digitalization affects small and medium-sized enterprises’ (SMEs’) marketing strategy. The study uses a qualitative approach with semi-structured interviews. The findings demonstrate that digital marketing tools demand few resources and have a positive effect on competitive advantage. The study contributes to our knowledge on how small enterprises develop strategy, showing that they focus on customer preferences. It also shows the benefits of SME digital marketing where digitalizing an enterprise’s marketing activities helps to reduce costs and increase dynamic capabilities to maintain competitive advantage.
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13.
  • Fremont, Vincent, et al. (författare)
  • Interaction through boundary objects : controversy and friction within digitalization
  • 2019
  • Ingår i: Marketing Intelligence & Planning. - : Emerald Group Publishing Limited. - 0263-4503 .- 1758-8049. ; 37:1, s. 111-124
  • Tidskriftsartikel (refereegranskat)abstract
    • Purpose The purpose of this paper is to analyze friction and controversies with interaction processes and their effects on forming new resource interfaces, through the lens of boundary objects. Design/methodology/approach The empirical setting consists of two organizations that are trying to enhance their competitive advantage through digitalization. During the process of data collection four different boundary objects were identified. The study illustrates how these boundary objects were characterized in terms of their modularity, standardization, abstractness and tangibility. This paper provides an analysis of how respondents perceived that the development of these boundary objects affected the creation of novel resource interfaces, and the resulting friction and controversy between new and old structures. Findings The study concludes that within a producer-user setting a focal boundary object will take on tangible and standardized properties, and the interaction process will expose friction in terms of both power struggles and resource incompatibilities. On the other hand, a boundary object's modularity gives the actors central to the interaction room to maneuver and avoid resource incompatibilities and the development setting will hence be characterized by controversies. Originality/value The analysis indicates that the way individuals perceive boundary objects is central to interaction processes, answering calls for studies that investigate the role of objects within subject-to-object interaction.
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14.
  • Fremont, Vincent, et al. (författare)
  • Understanding interaction through boundary objects : How digitalization affects activity coordination
  • 2017
  • Ingår i: <em></em>.
  • Konferensbidrag (refereegranskat)abstract
    • This study focus on analyzing interaction processes and their effects on activity coordination through the lens of boundary objects. The empirical setting is organizations that are trying to enhance their competitive advantage by technological innovation and the use of big data.This study also contributes by addressing the cognitive dimensions of interactions by analyzing how activity links are being viewed by the involved actors based on their perceptions of the boundary objects.
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15.
  • Hinson, Robert, et al. (författare)
  • Determinants of Bank Selection : A Study of Undergraduate Students in the University of Ghana
  • 2013
  • Ingår i: Journal of Service Science and Management. - : Scientific Research Publishing, Inc.. - 1940-9893 .- 1940-9907. ; 6:3, s. 197--205
  • Tidskriftsartikel (refereegranskat)abstract
    • The aim of this study is twofold: first, to investigate bank selection criteria among undergraduate students in the Uni- versity of Ghana, and second, to relate this study with previous findings on the same phenomenon. Extant studies have adopted mainly quantitative approach. In order to bridge this gap and contribute to existing knowledge, qualitatively inspired research design was adopted, thus facilitating in-depth understanding of the determinants of bank selection. Findings show that convenience, bank staff-customer relations and banking services/financial benefits are the first three most important determining factors. Furthermore, happiness, joyfulness, cheerfulness and delight are feelings derived after a banking service; whiles sadness, anger and deceit are avoided. Studies on the bank selection criteria employed by undergraduates are scanty in West Africa, and this study makes a contribution in that direction. Future studies will con- tinue from this one
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16.
  • Hyder, Akmal, et al. (författare)
  • Partial or total integration in a cross-border merger? : Building a Nordic bank culture
  • 2018
  • Ingår i: Thunderbird International Business Review. - : John Wiley & Sons. - 1096-4762 .- 1520-6874. ; 60:4, s. 477-488
  • Tidskriftsartikel (refereegranskat)abstract
    • The rate of failure for international mergers and acquisitions (M&As) is exceptionally high, since the integration of merging firms does not function well. Using a process perspective, this study aims to analyze the integration process in a cross-border merger and the development of a common organizational culture. A framework based on premerger cultural and organizational fit, synergy, and resulting organizational culture is developed to study the growth of Nordea, a merger of four Nordic banks. Data include in-depth interviews and secondary sources. This case study shows how cultural and managerial differences are dealt with and synergies realized. Building a broad organizational culture involving human resource management, decision making, technology, competitiveness, and customer relationships is necessary for merger integration, but it is costly and difficult. We suggest that success in mergers lies in managers creating a new cultural identity with unique values and perspectives.
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17.
  • Hyder, Akmal S., 1952-, et al. (författare)
  • Cross-border merger among nordic banks : a longitudinal study
  • 2017
  • Ingår i: Vision 2020. - : International Business Information Management Association (IBIMA). - 9780986041990 ; , s. 855-857
  • Konferensbidrag (refereegranskat)abstract
    • Researchers have found that even international merger and acquisition (M&A) are popular, they usually fail for its complexity. A large number of studies looked on the failure from financial, non-financial, managerial and HRM perspectives, but reasons for the failure is not yet understood. Recently few studies have tried with process perspective to penetrate into merger integration without much success. We argue that focus on pre- and post-merger stages is good but not enough to provide a total picture of the process. This study uses a longitudinal approach to analyze the establishment, development and consolidation of a cross-border merger between banks from four Nordic countries. Based on theories on strategic motives and culture, a theoretical framework has been developed showing how merger can lead to better competitiveness and performance. By using a qualitative method, data has been collected through semi-structured interviews with officials from the merging firms, and secondary materials and documents during the period of 1997-2015. The merger process is described in four stages. The first stage deals with the initiation and establishment of the merger. Critical period and cultural clashes are covered in the next stage. The third stage concentrates on the development of synergy and other measures. The final stage reflects on how the process has consolidated and what result it has so far achieved.
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18.
  • Hyder, Akmal S., 1952-, et al. (författare)
  • Cross-border merger among Nordic banks - a longitudinal study
  • 2017
  • Ingår i: Global and national business theories and practice. - : EUROMED PRESS. - 9789963711567 ; , s. 2134-2136
  • Konferensbidrag (refereegranskat)abstract
    • Researchers have found that even international mergers are popular, they usually fail for its complexity. Recently few studies have tried with process perspective to penetrate into merger integration without much success. We argue that focus on pre-and post-merger stages is good but not enough to provide a total picture of the process. By using a longitudinal approach this study analyzes the establishment, development and consolidation of a cross-border merger between banks from four countries. Based on theories on strategic motives and culture, a theoretical framework has been developed showing how merger process can lead to better competitiveness and performance. Data has been collected through semi-structured interviews with officials from the merging firms, and secondary materials during 1997-2015. The merger is described in four stages. The first stage deals with the initiation and establishment of the merger. Critical period and cultural clashes are covered in the next stage. The third stage concentrates on the development of synergy. The final stage reflects on how the process has consolidated and what result it has so far achieved.
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19.
  • Hyder, Akmal S., 1952-, et al. (författare)
  • Medical tourism in emerging markets : The role of trust, networks, and word-of-mouth
  • 2019
  • Ingår i: Health Marketing Quarterly. - : Taylor & Francis. - 0735-9683 .- 1545-0864. ; 36:3, s. 203-219
  • Tidskriftsartikel (refereegranskat)abstract
    • Despite the growing popularity of medical tourism (MT) in emerging markets (EMs), little is known about how healthcare providers operationalize. This article analyzes how healthcare providers meet different challenges to market MT in an EM setting. A qualitative method was used for data collection and conducting case studies on healthcare services in the Philippines. The results show that trust and network building are necessary for mitigating the unfavorable characteristics, instability and lack of legitimacy caused by institutional constraints in EM. Word-of-mouth is found to be important to attract new customers and disseminate information about MT services.
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20.
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21.
  • Komunda, Mabel Birungi, et al. (författare)
  • A Conceptual Framework to Unmask the Relationship between Marketing Mix Strategies, Marketing Culture and Sales Performance of Ugandan Manufacturing Firms
  • 2023
  • Ingår i: Journal of Service Science and Management. - : Scientific Research. - 1940-9893 .- 1940-9907. ; 16:06, s. 694-710
  • Tidskriftsartikel (refereegranskat)abstract
    • The purpose of this paper was to study the relationship between marketing mix strategies, marketing culture and sales performance of Ugandan manufacturing firms. The study used a cross-sectional and quantitative design. Data was collected at a particular point in time. We employed firm-level data collected by means of a questionnaire survey sent to a sample of 118 of a total population of 178 manufacturing firms. The primary data was collected, coded; correlations and regression analysis were done using SPSS Version 21. Findings revealed a significant positive relationship between marketing mix strategies and sales performance, marketing mix strategies and marketing culture, and marketing culture and sales performance; marketing culture explains more of the variation in sales performance. The use of cross-sectional and quantitative methodology limits the researcher’s ability to make causal inferences and to examine behavioural change over time. Nevertheless, the insight gained from the conceptual framework and ideas posited are useful for developing a future research agenda. There is need for manufacturing firms to promote and recognize marketing culture and marketing mix strategies among CEOs and sales representatives.
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22.
  • Komunda, Mabel Birungi, et al. (författare)
  • Can Efficacious Service Recovery Enable Retention of Complaint-Averse Savvy Customers?
  • 2023
  • Ingår i: Journal of Service Science and Management. - : Scientific Research. - 1940-9893 .- 1940-9907. ; 16:06, s. 670-693
  • Tidskriftsartikel (refereegranskat)abstract
    • This study examined whether the relationship between service recovery and customer loyalty was statistically significant, and to examine the influence of firm responses on customer loyalty. Descriptive cross-sectional survey and stratified random sampling were used to produce a sample of 384 phone subscribers. Pilot study established reliability and validity of the questionnaire and testing for parametric assumptions performed. Descriptive statistics and inferential statistics (factor analysis, correlations, and regression tests) were used to analyze the data. Results indicated that these relationships were all positive and statistically significant. Moreover, combined impact of service recovery, firm responses, and service quality on customer loyalty was the strongest. Based on the findings, policymakers, and managers of mobile phone companies in Uganda should focus more on service quality, which showed the highest beta values and had a relatively high predictive value for customer loyalty. This study contributes to extant literature by illuminating firms’ responses to service recovery, by offering more explicit clarification of the relationship between service recovery, firm responses and customer loyalty. Mobile phone companies should improve how customer complaints are handled by considering the various dimensions of firm responses. Because of the study’s cross-sectional design, there remains a need to expand our knowledge by conducting similar but longitudinal studies.
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23.
  • Komunda, Mabel, et al. (författare)
  • Remedy or Cure for Service Failure? : Effects of Service Recovery on Customer Satisfaction and Loyalty
  • 2012
  • Ingår i: Business Process Management Journal. - : Emerald. - 1463-7154 .- 1758-4116. ; 18:1, s. 82-103
  • Tidskriftsartikel (refereegranskat)abstract
    • Purpose: This paper aims to contribute to a growing body of service recovery knowledge by examining the relationship between service recovery, consumer satisfaction and loyalty in a commercial banking environment.Design/methodology/approach: A conceptual framework encompassing the concepts of service recovery, communication, customer satisfaction and customer loyalty in the commercial bank setting is developed. A questionnaire is designed to focus on issues related to efforts made to investigate causes of service failure and to develop recovery strategies that meet customer expectations of how their banks should handle such problems.Findings: Results show that communication had a significant relationship with service recovery and that higher levels of redress independently increase positive consumer responses. The findings also show that the interaction of employee responsiveness and courtesy can also have a positive impact on consumer evaluations. Satisfaction was highest and negative word-of-mouth intentions lowest only under conditions of high responsiveness and courtesy.Research limitations/implications: Service recovery is process-oriented, and does not assess whether the reported problem that led to the actual complaint has actually been resolved. This aspect of the study opens a number of directions for future research with the goal of increasing the still limited understanding of Service Recovery issues in commercial banks. To achieve an indepth view, a more comprehensive qualitative study that pursues the same research questions may be appropriate.Practical implications & Originality: An implication is that, when managing complaints related to customer dissatisfaction, the approaches undertaken by service quality leaders should aim to provide just resolutions/fairness in service recovery. This study also provides insight into a company’s customer relationship management practices. However, in order to encourage customers to complain directly, a company needs to enhance the perception of a possible outcome if complained to. A conceptual framework is developed and used to investigate the relationship between service recovery, consumer satisfaction and loyalty
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24.
  • Kuthea Nguti, Lucy Esther, et al. (författare)
  • A study of the relationship between social cognitive factors and career choice satisfaction within the technology career path : a gendered perspective
  • 2021
  • Ingår i: Global Business Review. - : Sage. - 0972-1509 .- 0973-0664. ; 22:4, s. 851-864
  • Tidskriftsartikel (refereegranskat)abstract
    • The technology workforce is plagued by a diversity issue caused by women leaving the field at an alarming rate. This global phenomenon afflicts developing nations in particular, since women are believed to make up only 30% of the technology workforce. However, there is little empirical data from developing nations on the phenomenon since most studies on the topic have been conducted in industrialized countries. This paper therefore explores the relationship between socio-cognitive mechanisms (self-efficacy, outcome expectation, perceived social support, academia-family role conflict) and career choice satisfaction, which is posited to be one of the key influencers in an individual’s decision to continue along a particular career path. A questionnaire was used to collect data from students pursuing technology courses, such as in bachelor programmes in informatics and telecommunications, at a private university in Kenya. The findings reveal that self-efficacy, outcome expectations and perceived social support positively influence career choice satisfaction, especially among female students, whereas academic-family role conflict negatively influences career choice satisfaction of female students only. This means that government, higher education institutions and employers need to be attentive to socio-cognitive mechanisms that influence women and use this information to reduce the exodus of women from careers in technology.
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25.
  • Oijaku, Obinna C., et al. (författare)
  • Integrating TTF and UTAUT models to illuminate factors that influence consumers' intentions to adopt financial technologies in an emerging country context
  • 2024
  • Ingår i: International Journal of Technology Marketing. - : Inderscience. - 1741-878X .- 1741-8798. ; 18:1, s. 113-135
  • Tidskriftsartikel (refereegranskat)abstract
    • Previous studies show that although financial technologies (Fintech) bridge the financial inclusion gap, its rate of adoption is low. This study aims to develop understand of factors that influence consumers’ intentions to adopt financial technologies (Fintech) for savings, loans, and investment by testing a model that integrates the unified theory of acceptance and usage of technology (UTAUT) and task-technology fit (TTF) model. Data was collected from a cross-section of 324 respondents online. Structural equation modelling via smart PLS 3.0 was used to test the hypothesised relationship. The result showed that the TTF and UTAUT integrative model is robust and adequately explained Fintech adoption. Performance expectancy and social influence significantly affected behavioural intentions, and effort expectancy significantly predicts performance expectancy. Interestingly, TTF predicts use behaviour but not significant on adoption intention. Finally, task characteristics strongly predict effort expectancy and performance expectancy. Focusing on user perceptions of the technology and neglecting the effect of the task technology fit, as commonly done in extant literature, may be not enough. Thus, this study fills this gap and integrates both UTAUT and TTF to facilitate understanding of illuminate factors that influence consumers’ intentions to adopt financial technologies in an emerging country context.
  •  
26.
  • Ojiaku, Obinna C., et al. (författare)
  • Determinants of Customers’ Brand Choice and Continuance Intentions with Mobile Data Service Provider : The Role of Past Experience
  • 2018
  • Ingår i: Global Business Review. - : SAGE Publications India. - 0972-1509 .- 0973-0664. ; 19:6, s. 1478-1493
  • Tidskriftsartikel (refereegranskat)abstract
    • The prevalence of mobile data services has intensified competition and structured the market for mobile telecommunication services, resulting in decreased revenue particularly from voices services and high churn rate. Mobile service providers therefore seek ways to increase revenue by attracting and retaining mobile data users. This study investigates the determinants of customers’ brand choice and continuance intentions with mobile service providers in the context of mobile data service. This study also captures the impact of past experience on behavioural outcomes. Data were collected from 304 customers of mobile data service firms and analysed using regression analyses. Results indicate that mobile service quality, pricing structure and promotion, but not brand image, affect brand choice, whereas continuance intentions are affected by the mobile service quality, brand image and price. Customers’ past experience relates significantly and negatively to brand choice but not continuance intention. The contribution and implication of the study are discussed.
  •  
27.
  • Ojiaku, O. C., et al. (författare)
  • Determinants of customers’ choice and continuance intentions with mobile data service provider : The role of past experience
  • 2017
  • Ingår i: Vision 2020. - : International Business Information Management Association (IBIMA). - 9780986041990 ; , s. 4926-4939
  • Konferensbidrag (refereegranskat)abstract
    • This study investigates the determinants of customers’ brand choice and continuance intentions with mobile service providers in the context of Mobile Data Service (MDS). This study also captures the impact of past experience on behavioral outcomes. Data was collected from 304 customers of mobile data service firms and analyzed using regression analyses. Results indicate that mobile service quality, pricing structure and promotion, but not brand image affects brand choice whereas continuance intentions is affected by the mobile service quality, brand image and price. Customers’ past experience relates significantly and negatively with brand choice but not continuance intention. The contribution and implication of the study is discussed.
  •  
28.
  • Ojiaku, Obinna C., et al. (författare)
  • Determinants of Customers’ Intention to ‘Port’ Mobile Phone Numbers in Times of Proliferating use of Multi-Sims
  • 2017
  • Ingår i: International Journal of Applied Business and Economic Research. - : Serials Publications. - 0972-7302. ; 15:22, s. 621-643
  • Tidskriftsartikel (refereegranskat)abstract
    • This paper investigates factors that influence customers’ intentions to “port” mobile numbers in the Nigerian mobile telecommunications market. The study specifically investigates the effects of service quality, customer satisfaction, switching barriers and multiple SIMs on customers’ intentions to port their numbers to a new provider. A sample of 363, a cross-section of mobile phone subscribers in Anambra State, Nigeria, was surveyed and their responses analysed using simple percentages and descriptive statistics. Regression analyses were used to test the hypotheses, and the results confirm the effects of service quality, customer satisfaction, switching costs and attractiveness of the alternatives on porting intention. The effect of multiple SIM cards was, however, not confirmed. Demographic effects were also found, with age and occupation influencing subscribers’ intentions to port. Implications of the study include that regulatory efforts should be geared towards increasing consumer education on mobile number portability (MNP) and licensing of universal SIM cards to allow porting between operators with short codes. Efforts should also be made to improve service quality and increase brand attractiveness. The paper discusses the contributions and implications for theory, society/policy and managers.
  •  
29.
  • Okoe, Abednego F., et al. (författare)
  • Online Corporate Social Responsibility Reportage of an Indigenous Ghanaian Bank : A Case of Cal Bank Ltd
  • 2014
  • Ingår i: The Development and Sustainability of African Business. - : International Academy of African Business Development (IAABD). - 9780620610957 ; , s. 141-152
  • Konferensbidrag (refereegranskat)abstract
    • The management literature in recent years has been paying attention to the concept of corporate social responsibility. This could be attributed to stakeholder concerns of ethical practices of companies globally. This study focuses on how an indigenous Ghanaian bank reports its CSR activities online. A conceptual framework was adopted from the extant literature and was used as the basis of content analysis of CAL Bank’s online CSR reportage. “Elite interviews” were conducted with senior management of the bank to ascertain whether or not there was an over or under reportage of the bank’s online CSR activities. This study adopted a qualitative research approach drawing on information from CAL Bank’s website and conducting “elite interviews” with senior managers of the bank. It was noted there was under reportage of the bank’s online CSR activities as their CSR online reportage focuses mainly on external disclosures. It also came to light that the bank’s CSR reportage is fragmented and is not integrated into a marketing communication plan. These findings demonstrate the challenges the bank faces in coordinating and integrating its marketing communication plan.
  •  
30.
  • Okoe, Abednego Feehi, et al. (författare)
  • Service Quality in the Banking Sector in Ghana
  • 2013
  • Ingår i: International Journal of Marketing Studies. - : Canadian Center of Science and Education. - 1918-719X .- 1918-7203. ; 5:2, s. 81-92
  • Tidskriftsartikel (refereegranskat)abstract
    • In the contemporary business milieu and “era of customer”, delivering quality service is a sine qua non in ongoing strategy of most business firms and constitutes integral ingredient for success and survival in present day´s competitive environment. This study investigates the role that service quality plays in the Ghanaian banking sector and its impact on service delivery. A sample of 400 customers encompasses four major indigenous and foreign banks. SERVQUAL dimensions of service quality were used to structure the questionnaire. William L. Boyd, Myron Leonard, and Charles White’s Standard Instrument for weighting of rating of service quality attributes was the sampling procedure adopted. Data collected was analyzed using one sample T- test of the mean weighted differences between perception and expectation of customers. This, in an attempt to determine whether there is a significant gap between expectation and perception at 5% level of significance. Empirical findings from this study show that gaps exist between customers’ expectations and perceptions of service delivery in all the banks even though the banks performed better on the tangibility dimension. Despite this observation, the banks retained their customers. This study, therefore, concludes that where a gap exists between customer expectation and perception of service delivery, service quality is perceived as low and customer dissatisfaction results. However, dissatisfied customers did not necessarily defect. The study therefore confirms the theory that service quality is a necessary but not a sufficient condition for maintaining strong relationship with customers.
  •  
31.
  • Okoe, Abednego Feehi, et al. (författare)
  • Service Quality in the Banking Sector in Ghana
  • 2012
  • Konferensbidrag (refereegranskat)abstract
    • Service quality in the delivery of banking services is considered as giving firms’ a competitive edge and increasingly it is becoming a critical success factor. This research investigates the role that service quality plays in the Ghanaian banking sector and its impact on service delivery. A sample of 400 customers was taken from a combination of four leading indigenous and foreign banks and questionnaires administered to them based on the SERVQUAL dimensions. Using the William L. Boyd, Myron Leonard, and Charles White’s Standard Instrument for weighting of rating of service quality, results indicated that gaps exist between customers’ expectations and perceptions of service delivery in all the banks even though the banks performed better on the tangibility dimension. Despite this observation, the banks retained their customers. The study concluded that service quality is necessary but not a sufficient condition to maintain customers.
  •  
32.
  • Okoe, Abednego Feehi, et al. (författare)
  • Using the Analytical Hierarchy Process Framework to Study Bank Selection Criteria of Students in Institute of Professional Studies in Ghana
  • 2013
  • Ingår i: Journal of Strategy and Management.. - : Sciedu Press. - 1755-425X .- 1755-4268. ; 4:3, s. 27-37
  • Tidskriftsartikel (refereegranskat)abstract
    • The purpose of this study is to investigate bank selection criteria among students at the Institute of Professional Studies, Ghana. Extant literature has employed mainly quantitative approach. In order to contribute to existing knowledge, qualitative research design was adopted using the Analytical Hierarchy Process which demands that the decision problem is structured into a three level hierarchy, thus ensuring in-depth appreciation of the factors determining bank selection. The findings indicate that undergraduates in IPS place high emphasis on the convenience, customer service, and speed dimensions of bank services. Studies focusing on undergraduates’ bank selection in developing countries context are limited. This study will make important contribution in helping bridge the gap but more importantly provide information on the importance of the selection criteria.
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33.
  • Osarenkhoe, Aihie, 1960-, et al. (författare)
  • A cluster's internationalization as a catalyst for its innovation system's access to global markets
  • 2024
  • Ingår i: EuroMed Journal of Business. - : Emerald. - 1450-2194 .- 1758-888X. ; 19:2, s. 229-250
  • Tidskriftsartikel (refereegranskat)abstract
    • PurposeThe paper aims to illuminate the platform created by a cluster organization to facilitate its internationalization and thereby enhance its regional innovation system partners' competitiveness by providing access to global value chains and boosting innovativeness.Design/methodology/approachThe study draws upon the interaction approach, focusing on the interaction process, interaction partners, relationship atmosphere, and relationship environment. A qualitative study was conducted at Future Position X, a Swedish cluster organization. A total of 58 interviews were conducted, including 48 face-to-face in-depth interviews between 2017 and 2019 with six key informants at FPX, representatives from 28 SMEs, ten members of regional innovation systems to which FPX belongs, and four process leaders of regional and local networks, in addition to online interviews with ten members of the regional innovation systems conducted via Microsoft Teams in March 2021. The time span of the study provides a longitudinal perspective.FindingsThe FPX cluster collaborates with actors in the quadruple helix, maintaining a mindset that has led to a number of new partner agreements in the global arena to secure the resources and expertise necessary for cluster activities, and thereby ensuring firms in FPX networks access to platforms for international expansion. Internationalization thus expands the cluster's knowledge base beyond the traditional environment of its member firms.Research limitations/implicationsVery few innovations arise from the isolated work of a lone genius. Instead, most innovation is achieved through complex, interactive, iterative and cumulative learning processes in which a variety of actors are involved. The FPX cluster organization's internationalization platform is therefore vital to the internationalization of its partners since cluster actors lack the time, resources, knowledge, experience, and networks required to break into international markets singlehandedly.Practical implicationsThis study suggests that, for practitioners and researchers alike, the growing importance and relevance of the regional innovation system cannot be overemphasized. It also holds policy and societal implications in that FPX's global network helps regional SMEs to internationalize, in addition to inspiring international firms to establish operations in the Gävleborg region, thereby helping to strengthen the overall GIS environment. Internationalization also expands the FPX cluster's knowledge base beyond the traditional environment of its firms, an example of this being the construction start of a Microsoft data centre in the region in 2020.Social implicationsFPX is financed through taxation and grant funding. By initiating projects, creating relationships and building collaborations, FPX thus contributes to collaboration between business, academia and the public sector. FPX also contributes to knowledge development of new technology by creating meeting places and networks around digital issues, such as GIS, AI, the IoT and blockchain technology.Originality/valueWhile earlier research has concentrated on endogenous gaps critical to cluster dynamics, comparatively little attention has been paid to exogenous gaps, i.e. linkages between regional clusters and innovation partners elsewhere in the world. This study showcases the richness of interactions in the cluster against the background of wider, global innovation interactions. Future research should examine other vital questions that remain unanswered, e.g. by measuring and exploring the extent to which regional innovation systems can contribute to long-term economic growth for society.
  •  
34.
  • Osarenkhoe, Aihie, 1960-, et al. (författare)
  • A cluster's internationalization platform as a springboard for internationalization of firms in the age of digitalization
  • 2019
  • Ingår i: Economic Clusters and Globalization. - Abingdon, Oxon ; New York, NY : Routledge, 2019. | Series: Routledge advances in regional economics, science and policy ; 31 : Taylor & Francis Group. - 9780367000172 ; , s. 134-150
  • Bokkapitel (refereegranskat)abstract
    • This study draws on the Uppsala Internationalization Process Model with an experiential learning-commitment mechanism that focuses on business network relationships to facilitate an understanding of how the formal and informal networks of a cluster amalgamate during international establishment. In-depth interviews were conducted with key informants from a leading Swedish cluster – Geographic Information Solutions (GIS) to answer the question: what platform does the cluster organization create to enable the internationalization process in order for its partner organizations to effectively manage the challenges brought on by the cataclysmic changes in business logic of the age of globalization and digitalization? We found that GIS began by building international links with other similar clusters in the Nordic, Baltic and European countries and learned that to be in forefront of innovation it needed to mix its core competencies with complementing areas of technology from the world’s biggest hotspots in geospatial technologies. This enabled GIS to work with cross-cluster international innovation. A sustainable internationalization platform created by a cluster is of importance because digitalization is fundamentally disrupting traditional industries, labour markets and the global economy and transforming various facets of exchange. For companies, this means opportunities for new business models spanning from marketing and sales channels to logistics. This study contributes to the literature by examining how location can help firms to increase their competitiveness and thus offer support in gaining access to global value chains and new markets, by focusing solely on exogenous activities that serve to improve cooperation with global markets, which are critical to cluster dynamics.
  •  
35.
  • Osarenkhoe, Aihie, 1960- (författare)
  • A Coopetition Strategy : A study of inter-firm dynamics between competition and cooperation
  • 2010
  • Ingår i: Business Strategy Series. - Bingley, England : Emerald Group Publishing. - 1751-5637. ; 11:6, s. 343-362
  • Tidskriftsartikel (refereegranskat)abstract
    • This paper contributes to extant knowledge by highlighting the complementarity‐based nature of coopetition strategy and its impact on collective strategies for value generation among actors.Design/methodology/approachData collection draws on three cases encompassing three empirical contexts. A theoretical lens that enables a focus on contemporary inter‐organisational markets as organised behaviour systems manifesting network structures is adopted. Business strategy is operationalised as an exchange strategy with an emphasis on the exchange effectiveness achieved when some value is produced in cooperation with significant others.FindingsThe results show that managerial leadership and development of trust are the key success factors. Furthermore, this hybrid level of inter‐organisational relationship encompassing both competition and cooperation – coopetition – fosters collective intelligence through information and knowledge sharing.Research limitations/implicationsThis paper concludes that, due to contemporary inter‐organisational exchange often being governed by the “visible hand” of the process of networking, today's environment is different from the environment firms used to encounter in the past. From a managerial perspective, the findings demonstrate the multifaceted nature of coopetition. Additional work on the impact of the concept of coopetition strategy on business practice is needed to add to this valuable endeavour.Originality/valueThe existing studies are primarily concerned with arm's‐length exchange (competition), a dynamic situation in which several actors are vying for scarce resources and/or producing and marketing similar products or services. Comparatively little research has focused on inter‐organisational dynamics, which entails both cooperation and competition. This paper demonstrates that participating in inter‐firm networks has become increasingly popular to enhance corporate entrepreneurship.
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36.
  • Osarenkhoe, Aihie, 1960-, et al. (författare)
  • A Study of Customer Complaint Behaviour and its Impact on Customer Satisfaction and Loyalty : The case of supermarkets in Kampala, Uganda
  • 2011
  • Ingår i: Presented at 12<sup>th</sup> International Academy of Business Development conference hosted by Athabasca University, Edmonton, Canada, 17-20 May, 2011. - Edmonton, Canada : University of Athabasca, Edmonton, Canada/International Academy of Business Development. ; , s. 114-121
  • Konferensbidrag (refereegranskat)abstract
    • When customer expectations are not met, some customers may complain about bottlenecks in the service delivery system, others may walk away without saying anything, and still others may complain but regret the time spent complaining. This study aims to explore the concept of customer complaint behaviour with a view to establishing the relationship between handling customer complaints and customer satisfaction and loyalty. The empirical study investigated the state of customer complaint behaviour among retailers in four supermarkets located in Kampala, Uganda. The study adopted a cross-sectional survey design and used a quantitative approach. The findings show that 47% of customers were satisfied with the services of the supermarkets; According to the respondents, 34% of staff willing to handle complaints but 52% of staff not willing to handle complaints. It is further revealed that there is a need for customer complaints to be handled by competent staff with good knowledge about the products. Moreover, service managers should handle service failure as a critical task. Furthermore, issues such as lack of courtesy, incompetent staff and a lack of authority and professionalism characterize the retail sector in Uganda. It is concluded that complaints should be handled quickly by all supermarket staff, and feedback on the complaint handling process should be encouraged by supermarket management in order to use the feedback as a starting point for improving future complaint management. A major managerial implication is that organizations should pay particular attention to failure attribution, and that providing customers a detailed explanation may be the most effective organizational response that will have an impact on the behavioural aspects of customers.
  •  
37.
  • Osarenkhoe, Aihie, 1960-, et al. (författare)
  • A Study of of Exogenous Gap Critical for Cluster Dynamics and Interaction with Global Markets
  • 2019
  • Ingår i: 12th Annual Conference of the EuroMed Academy of Business. - 9789963711819 ; , s. 885-897
  • Konferensbidrag (refereegranskat)abstract
    • This study aims to answer the following question: What platform does cluster organisation create to enable its internationalisation process in order for its partner´s organisations to effectively manage the challenges brought about by the cataclysmic changes in business logic in the age of globalisation and digitalisation? Theoretical lens draws on combination of the experiential learningcommitment interplay, which is the driving mechanism of Uppsala´s internationalisation process model with a similar experiential learning-commitment mechanism focusing on business network relationships. Data collection through in-depth interviews with Process Manager – R&D, Cluster Market Manager, Communication and Information, Cluster coordinator took place in the Swedish cluster Future Position X (FPX) - a leading cluster organisation in Europe within geographical information. Findings show that FPX was building international links with similar clusters in the Nordic, Baltic, and European countries. FPX later learned that for it to be in forefront of innovation, it needs to mix its own core competences with very complementing technology areas of the biggest hotspots in the world in Geo Spatial technologies. Conclusion remarks and implications: A sustainable internationalisation platform created by cluster is of utmost importance these days because digitalisation is fundamentally disrupting traditional industries, labour markets and the global economy, and transforming various facets of exchange. To companies, this means opportunities for new or changed business models, spanning from marketing and sales channels to logistics. Originality: This study contributes to the literature examining location can help firms to increase their competitiveness and thus supporting them in getting access to global value chains and new markets, by focusing solely on exogenous activities which serve to improve cooperation with global markets, that are critical to cluster dynamics.
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38.
  • Osarenkhoe, Aihie, 1960- (författare)
  • Analysis of the Process of Strategy Formulation and Implementation in the Vattenfall Group
  • 2015
  • Ingår i: Towards sustainable African business development.
  • Konferensbidrag (refereegranskat)abstract
    • Vattenfall’s vision is to be a leading European power company. Five strategic ambitions, which will serve as guidelines for decision-making and activity, have been formulated for the years 2006 – 2012. From Vattenfall’s five strategic directions, the area to ‘be number one for the customer’ is chosen for this project. The objective of this study, therefore, is to examine how the strategy formulated at the Corporate Group level of the company, interplays and aligns with requirements and targets set at the Business Group level and its implementation into concrete actions at the Business Unit level.A case study approach was deemed a more appropriate methodological approach. Qualitative data drawn together from both primary and secondary sources of information was used to build the case study. Secondary data sources encompassed access to and analysis of company internal documents and literature review. Primary data sources were collected through communication in the form of open-ended in-depth interviews.The research question is how aligned the process of strategy formulation and strategy making from the corporate level to the business unit level in the Vattenfall Group. The question was posed from the perspective of the levels of strategy. The study adopted Pettigrew’s conceptual model representing three formulation and implementation dimensions at which top managers are required to operate: the content, process and context of strategy. The process of strategy formulation and implementation in the Vattenfall Group is strictly influenced and controlled by top management with regards to the time schedule and approved content stipulated in group directive. The processes are continuously evaluated with checkpoints planned in for coordination and alignments. The strategy planning process guarantees alignment of the approved strategy at the different levels of strategy.This study shows that the strategy process is complex involving different functions in the value chain. Bottom-up views are covered but the strategies that are finally formulated, resourced and implemented are those that are approved by top management. The managerial implications include reconciling and balancing inherent strategic tensions, adapting offers to attract customers as well as encouraging continuous learning and creating strategic learning processes.
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39.
  • Osarenkhoe, Aihie, 1960-, et al. (författare)
  • Clustering and networking as a sine qua non for SMEs and regional international competitive advantage
  • 2017
  • Ingår i: Global and national business theories and practice. - : EUROMED PRESS. - 9789963711567 ; , s. 1258-1281
  • Konferensbidrag (refereegranskat)abstract
    • Extant literature gives the impression that formulation of a firm’s strategic intent is a unilateral process solely confined to a single firm. This study respond to calls to expand inter-firm relationships study beyond the narrow dyadic relationship focus and not solely conceptualize collaborations as one of firms’ strategic intent to implement mechanistic growth strategy. Hence the following research question: How are the collaborative networks of private and public partnership organized to enhance competitiveness for actors in a cluster? And what are the perceptions of the actors in the cluster on the usefulness of clustering and networking? The objective is to map the salient features of existing clusters and networks and unveil firms’ perceptions of benefits accrued from clustering. Theoretical lens builds on clustering as an interactive learning process, and happens in the interaction between actors as open innovation postulates and that innovation is born out of reshuffling resources inside and outside of the firm and considers the mutual value creation between the involved. Methodology draws on focus group interviews, semi-structured and open-ended survey in cluster initiatives and strategic networks in Kronoberg region. Findings show that networking, dialogue, and experience exchange were the recurrent themes when firms expressed the benefits of collaboration in a cluster/network setting. Conclude that unveiling the salient features of existing clusters and networks and perceptions of the actors on gains accrued from clustering and networking, accomplished in this study, is the first step in a cluster development process. The implications are that relationships of firm in a domestic network are critical avenues for acquisition of resources and knowledge for enhancement of competitiveness, and as bridges to other networks in other countries. We present an explanatory model of cluster and regional competitiveness which emerged from our findings.
  •  
40.
  • Osarenkhoe, Aihie, 1960-, et al. (författare)
  • Cluster's internationalisation platform as a springboard for internationalisation of firms in the age of digitalisation
  • 2017
  • Ingår i: <em></em> Vision 2020. - : International Business Information Management Association (IBIMA). - 9780986041990 ; , s. 3022-3032
  • Konferensbidrag (refereegranskat)abstract
    • The following research question is used to guide the exploratory nature of this study: What platform does cluster organisation create to enable its internationalisation process in order for its partner´s organisations (SMEs) to effectively manage the challenges brought about by the cataclysmic changes in business logic in the age of globalisation and digitalisation?
  •  
41.
  • Osarenkhoe, Aihie, 1960-, et al. (författare)
  • Depersonalization of the Customer Relationship in the Age of Digitalization
  • 2019
  • Ingår i: Proceedings of the 34th International Business Information Management Association (IBIMA) conference. - : IBIMA. - 9780999855133
  • Konferensbidrag (refereegranskat)abstract
    • The current age of digitalisation brings several opportunities and challenges that have precipitated the need to implement digital solutions in organisations. Against this background, technological interface that enables customers to produce service outcome, independent of direct service-employee involvement, is commonly used in organisations in various sectors Extant literature is not keeping pace with the increasing speed in which the digitalisation of society and business is marching forward. In literature, more attention is devoted to personalised service encounter – the use of inter-personal buyer-seller interactions in the process of creating service outcomes. “Personalization”, using software applications/digital tools necessitates lesser inter-personal interactions. Hence, the relationship between companies and customers is increasingly being “depersonalised”. But, we ask in this study the following research question, “does depersonalization affect service provider-customer relationship positively or negatively? To answer this question, thus study aims to identify the pros and cons of depersonalization necessitated by digitalization and how it affects “customer-service provider relationship. The theoretical background rests on the discussion of personalization and depersonalization, technology-based service encounter, customer relationship strategy, opportunities and challenges of digitalization. A qualitative research approach entails both company and customer perspectives. Hence, data was collected through interviews. Findings show that depersonalisation through digitalization, despite some challenges, has positive effects on the “service provider-customer relationship”. Concludes that personalised buyer-seller interactions is considered an unalloyed good. However, adjusting and modifying the service, and making personalised recommendations, are considered a way to greater customer satisfaction. Implications for overcoming the challenges are discussed. Technology will continue to play vital role buyer-seller service encounter and will continue to be a crucial component in the customer-firm interactions. Further studies should investigate the reasons for positive or negative aspects. In addition, it remains open question regarding the perception of "less human error".
  •  
42.
  • Osarenkhoe, Aihie, 1960-, et al. (författare)
  • Determinants of Bank selection : A study of undergraduate students in the University of Ghana
  • 2011
  • Konferensbidrag (refereegranskat)abstract
    • Purpose: The aim of this study is twofold: first, to investigate bank selection criteria among undergraduate students in the University of Ghana, and second, to relate this study with previous findings on the same phenomenon. Design/methodology/approach: Extant studies have adopted mainly quantitative approach. In order to bridge this gap and contribute to existing knowledge, qualitatively inspired research design was adopted, thus facilitating in-depth understanding of the determinants of bank selection. Findings: findings show that convenience, bank staff-customer relations and banking services/financial benefits are the first three most important determining factors. Furthermore, happiness, joyfulness, cheerfulness and delight are feelings derived after a banking service; whiles sadness, anger and deceit are avoided. Originality/value: studies on the bank selection criteria employed by undergraduates are  scanty in West Africa, and this study makes a contribution in that direction. Future studies will continue from this one.
  •  
43.
  • Osarenkhoe, Aihie, 1960- (författare)
  • Implications of managerial response to customer dissatisfaction on customer loyalty
  • 2016
  • Ingår i: Vision 2020: Innovation Management, Development Sustainability, and Competitive Economic Growth 2016. - 9780986041983 ; , s. 3615-3626
  • Konferensbidrag (refereegranskat)abstract
    • This study aims to explore the concept of customer complaint behaviour with a view to establishing relationship between handling customer complaints, customer satisfaction and loyalty. Quantitative and qualitative approaches were employed to investigate customer complaint behaviour among retailers in four supermarkets in Kampala, Uganda. Findings show that there is a need for customer complaints to be handled by competent and service-minded staff. Issues such as lack of courtesy and professionalism characterize the retail sector in Uganda. Concluded that complaints should be handled quickly, and feedback on complaint handling process should be encouraged by management in order to use the feedback as starting point for improving future complaint management. A major managerial implication is that organizations should pay attention to failure attribution, and that providing detailed explanation may be an effective organizational response that will have an impact on behavioural aspects of brand loyalty.
  •  
44.
  • Osarenkhoe, Aihie, 1960- (författare)
  • Improving food product distribution in developing countries : a case-study of Nigeria : an analysis of environmental forces influencing food distribution and recommendations for policy reform
  • 1992
  • Doktorsavhandling (övrigt vetenskapligt/konstnärligt)abstract
    • The general aim of this study is to And ways of improving the functioning of food product distribution in Nigeria, including: i) to develop knowledge about the relationship between environmental forces and the food product distribution system; ii) to identify possible change mechanisms in the system; and iii) to formulate recommendations for market reform along the dimension of the creation of action programs that address the needs of farmers/producers, distributors, and consumers. Theoretical triangulation was used to conceptualize distribution channels as a system of interrelated parts consisting of economic and social components. The former implies the coordinated division of distributive tasks among economic actors, while the latter signifies the interactive relationship of actors carrying out the distribution tasks. Methodological triangulation facilitated the use of multiple data collection methods consisting of personal open-ended interviews, key informants, participant and non-participant observation and document analysis. The findings reported as critical incidents indicate that inadequacies in food distribution infrastructures result in seasonal price variations, high distribution costs, inter-market price disparities, and disincentives to improve the actors’ operating characteristics. Similarly, déficiences in institutional factors coupled with short-term oriented government intervention measures in the distribution system are constrained by economic, political and technical factors. This study recommends that the distribution channel participants be regarded as part of the solution to the interrelated and interactive sub-problems affecting the distribution system rather than being regarded as part of the problem as most often done. Consequently, existing strengths and potentials in the distribution system should be capitalized upon. In addition to recommendations for selective market reforms, suggested and endorsed by the channel participants, structural and institutional improvements in the distribution system along the dimensions of credit policy, information dissemination, training programs, food distribution infrastructure and an approach to facilitate coordination in the distribution channels are presented. Efforts were made to address how a change process can be "set in motion" in the system and the foreseen hindrances to such a process.
  •  
45.
  • Osarenkhoe, Aihie, 1960-, et al. (författare)
  • Marriage for better or for worse? : Towards an analytical framework to manage post-merger integration process
  • 2015
  • Ingår i: Business Process Management Journal. - 1463-7154 .- 1758-4116. ; 21:4, s. 857-887
  • Tidskriftsartikel (refereegranskat)abstract
    • Purpose: A review of extant literatures shows that most mergers fail during the integration process. Little is known about how the realization of operating synergies and dissemination of available know-how in the merged firm are managed in the post-merger phase. We provide insights on the process of integrating operating synergies by focusing on the critical success factors that facilitate integration of the skills of merged banks.Design/methodology/approach: We draw on three research traditions in merger literature and reconcile them with three dimensions of integration. In-depth interviews were conducted with Nordea bank’s managers from four Nordic countries.Findings: Having learned from the mistakes of previous mergers, Nordea’s “guiding star” for managing its post-merger integration process was expressed as Focus, Speed and Performance from top management. Therefore, a hands-on leadership style, vision-led thinking, a bias for action, involvement of the entire staff, continuous focus on customers, and open and honest communication with employees are critical to success.Concluding remarks and implications: We conclude that the motive for a merger has an important impact on the degree of interaction and degree of integration. This study expands on previous findings by, among other things, synthesizing three theoretical lenses into an integrative model, and addresses post-merger issues with a sharp eye toward clear managerial relevance.Originality and value: We respond to the call to expand inter-firm relationships study beyond the narrow dyadic relationship focus and not solely conceptualize mergers as one of companies’ entry modes to implement mechanistic growth strategy. The three dimensions of integration imbued with three research traditions in merger literature provides us with a conceptual lens to conceive mergers also as engines for change emerging from the merged firms to enhance a bespoke performance of their business process. Building on this premise in line with our research questions, the focal study broadens the analytical toolbox for radical and incremental change dichotomies identified in prior studies.
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46.
  • Osarenkhoe, Aihie, 1960-, et al. (författare)
  • Network Perspective on Establishement Process in Transition Economies
  • 2017
  • Ingår i: Global and national business theories and practice. - : EuroMed Press. - 9789963711567 ; , s. 1235-1257
  • Konferensbidrag (refereegranskat)abstract
    • This paper contributes to extant literature on market entry strategies in several ways. First, while previous literature focuses either on entry modes or entry timing, comparatively little efforts are made to illuminate the establishment process. Secondly, it addresses emanating impediments and development of supporting relationships with significant actors during the processes of establishment in transition economies. Establishment model, developed from network approach, facilitated the capturing of various supporting relationships that enabled the focal relationships to function properly during the establishment processes in less-structured markets. In-depth interviews were held with key informants in two Scandinavian firms. Findings show that Statoil´s ability to leverage a number of significant actors in its network for support during its establishment in Estonia makes the process less cumbersome and less resource consuming. Lack of home and host country support for Scania resulted in an arduous and costly process, with the firm’s position changing several times as different problems cropped up. In conclusion, relationship orientation requires adaptation by an organization, but more critically by its managers. Lack of cross-cultural relationship skills and orientation could impede a company’s growth in international markets. We call for more research efforts in the area of cultural dimensions of market establishment processes.
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47.
  • Osarenkhoe, Aihie, 1960-, et al. (författare)
  • Networked establishment processes in transition economies
  • 2020
  • Ingår i: Global Business and Economics Review (GBER). - Olney : InderScience Publishers. - 1097-4954 .- 1745-1329. ; 22:1-2, s. 161-177
  • Tidskriftsartikel (refereegranskat)abstract
    • The purpose of this article is to examine the establishment processes of Scania in Croatia and Statoil in Estonia applying a model developed from the network approach. The findings show that Statoil's ability to leverage significant actors in its network to support its establishment made the process less cumbersome and less resource-consuming. Scania's lack of home- and host country support, on the other hand, resulted in an arduous and costly process, with its market position changing several times as different problems cropped up. We also found that relationship orientation requires adaptation by the firm and, more critically, by its managers. A lack of cross-cultural competence is also observed to be an impeding factor in the process. © 2020 Inderscience Enterprises Ltd.
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48.
  • Osarenkhoe, Aihie, 1960-, et al. (författare)
  • Online Brand Dispositions of Banks in Ghana
  • 2013
  • Konferensbidrag (refereegranskat)abstract
    • The phenomenon of the dialogic potential of online branding from the perspective of banks operating in Africa has not received scholarly attention and this could be attributable to the fact that brand management is relatively new for several local banks in Africa and the similarity of product offerings makes differentiation more difficult. In an increasingly globalised era however and with global competition for bank fund and clients, the issue of how banks operating in Africa portray themselves online becomes a hot research issue. The purpose of this paper therefore is to investigate online brand dispositions of banks in Ghana from a dialogic perspective. A conceptual framework was adopted from the extant literature and employed as the basis of comparative content analysis of online branding data by using the classification method employed by Kent and Taylor (1998) to analyze the five (5) dialogic principles in organisations web sites namely: ease of interface, usefulness of the site, dialogic loop, and conservation of visitors and return visit. At the end of the study, the findings drawn indicated that while Ghanaian banks performed superlatively well on the online brand elements, they are extremely poor when it comes to the interactive nature of their web sites especially on the relationship and dialogic loop features. Banks therefore need to improve upon their Web design to increase interactivity with their stakeholders.  
  •  
49.
  • Osarenkhoe, Aihie, 1960-, et al. (författare)
  • Online corporate social responsibility reporting : A case study of an indigenous Ghanaian bank
  • 2017. - 1
  • Ingår i: A good life for all. - Mjölby : Atremi AB. - 9789175271743 ; , s. 103-122
  • Bokkapitel (övrigt vetenskapligt/konstnärligt)abstract
    • Recent management literature has paid increasing attention to corporate social responsibility (CSR). This attention could be attributed to stakeholder concerns regarding ethical practices of companies operating in global markets. Lamentably, CSR has not been studied extensively through a communication lens. This study focuses on how one indigenous Ghanaian bank reports its CSR activities online. A conceptual framework is used as the basis for a content analysis of CAL Bank's online CSR reporting. The study uses qualitative research approaches to investigate whether there was under- or over-reporting of the bank's CSR activities on the bank's website drawing on CAL Bank's online information and conducting 'elite' interviews with senior managers of the bank. Under-reporting of the bank's CSR activities was noted because its online CSR reporting focuses mainly on external disclosures. It also came to light that the bank's CSR reporting is fragmented and is not a part of the bank's overal marketing communication plan. These findings demonstrate challenges CAL Bank faces in coordinating and integrating its marketing communication plan. The results of the study have theoretical implications for further quantitative studies in online CSR reporting.
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50.
  • Osarenkhoe, Aihie, 1960-, et al. (författare)
  • Redress For Customer Dissatisfaction and its Impact on Customer Satisfaction and Loyalty
  • 2013
  • Ingår i: Journal of Marketing Development and Competitiveness. - 2155-2843. ; 7:2, s. 102-114
  • Tidskriftsartikel (refereegranskat)abstract
    • This study aims to explore the concept of customer complaint behaviour with a view to establishing relationship between handling customer complaints, customer satisfaction and loyalty. Quantitative and qualitative approaches were employed to investigate customer complaint behaviour among retailers in four supermarkets in Kampala, Uganda. Findings show that there is a need for customer complaints to be handled by competent and service-minded staff. Issues such as lack of courtesy and professionalism characterize the retail sector in Uganda. Concluded that complaints should be handled quickly, and feedback on complaint handling process should be encouraged by management in order to use the feedback as starting point for improving future complaint management. A major managerial implication is that organizations should pay attention to failure attribution, and that providing detailed explanation may be an effective organizational response that will have an impact on behavioural aspects of brand loyalty.
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