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- Garavan, Thomas N, et al.
(författare)
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Mapping the context and practice of training, development and HRD in European call centers
- 2008
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Ingår i: Journal of European Industrial Training. - : Emerald Group Publishing. - 0309-0590 .- 1758-7425. ; 32:8/9, s. 611-732
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Tidskriftsartikel (refereegranskat)abstract
- AbstractPurpose – Utilising data from 18 in-depth case studies, this study seeks to explore training,development and human resource development (HRD) practices in European call centres. It aims toargue that the complexity and diversity of training, development and HRD practices is bestunderstood by studying the multilayered contexts within which call centres operate. Call centresoperate as open systems and training, development and HRD practices are influenced byenvironmental, strategic, organisational and temporal conditions.Design/methodology/approach – The study utilised a range of research methods, includingin-depth interviews with multiple stakeholders, documentary analysis and observation. The studywas conducted over a two-year period.Findings – The results indicate that normative models of HRD are not particularly valuable and thattraining, development and HRD in call centres is emergent and highly complex.Originality/value – This study represents one of the first studies to investigate training anddevelopment and HRD practices and systems in European call centres.
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| 3. |
- Nourallah, Mustafa, 1982-
(författare)
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A tale of two FinTech solutions : Loyalty in mobile bank applications and initial trust in financial robo-advisors
- 2023
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Doktorsavhandling (övrigt vetenskapligt/konstnärligt)abstract
- This thesis on financial technology (FinTech) solutions consists of twosuccessive phases, each including two articles. The first phase targets the loyalty of young bank customers (YBCs) to mobile bank applications (MBAs). One of the articles of this phase investigates the relationships between cognitive, affective, and conative antecedents, on one hand, and loyalty on the other. The other article identifies the relationships between usability, responsiveness, reliability, and customer satisfaction, on one hand, and loyalty on the other. Two electronic questionnaires were sent to 500 YBCs in Sweden, 146 responded, and covariance-based structural equation modelling was employed to analyse the data. The resulting model of YBCs’ loyalty to MBAs concludes that three attributes, i.e., memorability, confidentiality, and understandability, along with ease of use, ease of information search, and ease of navigation, determine the satisfaction of the younger generation and their loyalty to MBAs. The second phase focuses on the antecedents of building trust in financial robo-advisors (FRAs) based on the perceptions of young retail investors (YRIs). One of the two articles of this phase investigates building trust in technology through utilizing risk perspectives and the behavioural finance paradigm. The other article targets initial trust from the perspectives of the management discipline and the unified theory of acceptance and use of technology. It tests whether the cultural variable ssuggested by previous studies moderate the relationship between the seantecedents and initial trust. Two electronic questionnaires were sent to YRIs in Sweden and Malaysia, and partial least squares structural equation modelling was employed to analyse the data. The resulting model of YRIs’ initial trust in FRAs emphasizes the essential role of personal attributes (trust propensity and decision style), information, and technological features in addressing initial trust, which in turn determines the behavioural intention to use FRAs. Most findings are similar in the two countries, with some indications of cultural differences in what influences young investors’ initial trust in robo-advisors. For example, price is perceived as more important in Sweden, while social networks seem to be more important in Malaysia. Despite some limitations, the thesis has novel implications for theory and practice. Synthesizing the results suggests that ease of use and cognitive features are highly important to FinTech solutions.
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| 5. |
- Nourallah, Mustafa, 1982-, et al.
(författare)
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Mobile Bank Applications : Loyalty of Young Bank Customers
- 2021
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Ingår i: Financial Services Review. - : Elsevier BV. - 1057-0810 .- 1873-5673. ; 29:2, s. 147-167
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Tidskriftsartikel (refereegranskat)abstract
- The purpose is to investigate the experience of young bank customers (YBCs) with mobile bank applications (MBAs) by employing the concepts of usability, responsiveness, customer satisfaction, reliability, and loyalty. An electronic questionnaire was sent to 500 YBCs in Sweden, 146 of whom completed it. Confirmatory factor analysis was used to test the measurement model, and structural equation modelling to test the hypotheses. The results indicate that usability is a keystone of good MBA experience for YBCs. Usability is significantly and directly related to responsiveness, customer satisfaction, and reliability, and it might indirectly affect loyalty through responsiveness and customer satisfaction.
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| 6. |
- Nourallah, Mustafa, 1982-, et al.
(författare)
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Understanding the Relationship between Trust and Satisfaction on Mobile Bank Application
- 2019
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Ingår i: ICEEG 2019 Proceedings of the 2019 3rd International Conference on E-commerce, E-Business and E-Government. - Lyon : Association for Computing Machinery (ACM). - 9781450362375 ; , s. 58-61
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Konferensbidrag (refereegranskat)abstract
- The paper aims to study the relationship between trust and satisfaction on mobile bank applications (MBAs) based on the experience of young bank customers (YBCs). An electronic questionnaire was developed based on previous studies and was sent to YBCs. 146 complete responses were studied by utilizing, exploratory factor analysis, regression analysis, and ANOVA. The results indicate that there is a significant relationship between trust and satisfaction, as the development of the trust in MBAs will likely increase the satisfaction of YBCs
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| 7. |
- Strandberg, Christer, 1952-
(författare)
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Glesbygdsbutiker : en studie av tillkomst, köptrohet och socialt samspel
- 1984
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Doktorsavhandling (övrigt vetenskapligt/konstnärligt)abstract
- This is a study of establishment and development of conveniencestores. The test specimens are two stores established in the northern parts ofSweden during the second half of 1975.The study consists of two parts. In the first part the interest is concentratedon the establishment of the stores and their development during the firstbusiness year. The development afterwards, i.e. up to and included the stores'sixth business year, is taken up in part two.In the first part a model is produced on variables of importance when stores insparsely populated areas are established and developed (chapter 2). Theoreticallythe model is based partly on the marketing mix approach, with theinterest concentrated on the design of marketing mix measures in order to meetthe households' demands, and partly on establishment studies.The empirical studies of the first stage have mainly consisted of personalinterviews with the store owners and their potential customers. Eurther, thestores' potential customers have replied to an inquiry on two occasions. Theplanning and realization of the empirical studies are shown in chapter 4.The results of the first studies are shown in chapters 4-8. In chapter 4 the testareas are presented. The establishment and development of the stores duringtheir first business year are accounted for in chapters 5 and 6. The households'buying behavior, with emphasis on store loyalty and attitudes towards the newstores, is taken up in chapter 7. The results of these studies, which aresummarized in chapter 8, show that the establishment processes of the newstores were in no way unique. An important factor in this connection is the useof local resources. Eurther, the results showed that the two stores differed intheir development of the marketing mix. Here the aim of the activities was ofimportance. There was also a certain connection between the marketing mixpolicy and the households' store loyalty.In the second part the theoretical reference frame is extended to include alsothe social aspects of food supply in sparsely populated areas (chapter 10). Theplanning and realization of the empirical studies, which on the whole agreedwith those of the first stage, are shown in chapter 11. The results of thesestudies show that the development of the stores' marketing mix as well as thehouseholds' store loyalty and attitudes towards the local stores, only hadchanged marginally (chapter 12). The social exchange between sellers andbuyers were of great importance in this connection (chapter 13).In the final chapter (chapter 14) the results are summarized and analyzed. Theimportance of developing the social exchanges between sellers and buyers isstressed here. However, these social exchanges can change over time. In thischapter the importance of continued research in this field, also includingdensely populated areas, is commented on. Einally some alternative perspectiveson food supply in sparsely populated areas are shown.
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| 9. |
- Strandberg, Christer, 1952-, et al.
(författare)
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The role of strategic context, operational requirements, and work design in in-house call centres in the financial sector
- 2010
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Ingår i: Managing Service Quality. - : Emerald. - 0960-4529 .- 1758-8030. ; 20:6, s. 544-564
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Tidskriftsartikel (refereegranskat)abstract
- Purpose – The purpose of this paper is to explore and describe associations between the strategic (market/industry) context, the operational requirements, and the work design of in-house, inbound call centres in the financial sector. Design/methodology/approach – This cross-sectional study uses data from a survey conducted between February 2002 and September 2005 as part of the Global Call Centre Industry Project, which included call centres from 17 countries. The present analysis is based on a sub-sample of 375 call centres from that survey. Findings – Managers of in-house, inbound call centres in the financial-services sector claim that they adopt a relationship-oriented approach to the work of their call centres; however, the present study demonstrates that they fail to design their employees' work appropriately to meet this requirement. This is especially the case for call centres in the insurance sector. Research limitations/implications – The original data collection was undertaken in a much broader context than this delineated study. There is a need to develop the concepts of relationship building and work design in the context of call centres. There is also a need to explore the perspective of employees with regard to operational requirements and work design and the customer's perception of service quality. Practical implications – If managers of call centres in the financial-services sector really wish to encourage relationship building between employees and customers, they need to reconsider the current work design of their call centres. Originality/value – The paper enhances knowledge of how operational requirements are linked to work design in call centres.
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