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- Management Dynamics : Journal of the Southern African Institute for Management Scientists
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- Volume 23, Issue 4, 2014
Management Dynamics : Journal of the Southern African Institute for Management Scientists - Volume 23, Issue 4, 2014
Volume 23, Issue 4, 2014
Source: Management Dynamics : Journal of the Southern African Institute for Management Scientists 23, pp 2 –18 (2014)More Less
Although most banks offer their clients multi-channel service delivery options, very little is known about mobile banking usage in a multi-channel service context. It is believed that in a concurrent channel usage context, bank clients' beliefs about internet banking can influence their continued use intentions of mobile banking; so this study investigates the influence of cross-channel cognitive evaluations from the internet banking channel on the formation of the continued use intentions of mobile banking. Data were collected from 487 concurrent users of internet and mobile banking. The results of the study revealed that cross-channel evaluative synergies and dissynergies do indeed impact salient beliefs influencing the continued use intentions of mobile banking. The results suggest that the convenience and time-saving benefits that concurrent users experience when using internet banking strongly impact on their mobile banking usefulness perceptions. On the other hand, mobile banking trust, risk and self-efficacy beliefs may be more pertinent in the continued use of mobile banking.
Author Nic S. TerblancheSource: Management Dynamics : Journal of the Southern African Institute for Management Scientists 23, pp 19 –30 (2014)More Less
Corporate reputation is an intangible multi-stakeholder concept resulting from the perceptions that diverse stakeholder groups - such as customers and suppliers - have of a firm. Stakeholders' perceptions of corporate reputation are formed by different expectations of and experiences with a firm. Therefore, the dimensions that constitute corporate reputation can also be expected to differ among different stakeholder groups. The continual measurement of the dimensions relevant to a particular stakeholder group is important to detect areas that need timely adjustment.
The primary objective of this study was to validate the shortened version of the customer-based corporate reputation (CBCR) scale of Walsh, Beatty and Shiu (2009) on a sample of customers of a national clothing retailer. The findings only support two of the five dimensions of the scale, namely 'customer orientation' and 'a reliable and financially strong company'. Both these dimensions are strongly associated with outcome variables such as 'trust', 'loyalty', 'repatronage intention' and 'overall reputation'. The secondary objective of this study was to investigate respondents' awareness of the retailer's involvement in social responsibility programmes. It was found that many of the retailer's customers who participated in the study were unaware of the retailer's support of social causes. The study concludes that caution should be exercised when scales measuring corporate reputation are used in an environment dissimilar to the one where the scale was originally developed.
Testing main and interaction effects in structural equation models with a categorical moderator variableAuthor Arien StrasheimSource: Management Dynamics : Journal of the Southern African Institute for Management Scientists 23, pp 31 –68 (2014)More Less
Moderation and mediation analyses are useful approaches to understand how third variables influence the relationships between two variables, X and Y. Moderation is present when a third variable changes the relationship between X and Y. On the other hand, mediation has an explanatory role: it explains why there is a correlational relationship between X and Y. Mediation therefore explicates or expresses the mechanism for the structural relationship that produces the correlation between X and Y, and thereby provides the rationale for the underlying correlation. On the other hand, moderation is often modelled as an interaction term in regression modelling. The analytical method that was traditionally used for mediation and moderation is multiple regression; but the specific steps differ substantially between a moderation and mediation analysis. However, Structural Equation Modelling (SEM) offers advantages over multiple regression methods. The main disadvantage of using multiple regression methods when latent variables are involved is that multiple regression does not account for measurement error, which is a major problem in social research. Ignoring measurement error in research could threaten the validity of statistical conclusions derived from the study. SEM accommodates measurement error, and this makes SEM approaches for mediation and moderation superior to others. In addition, it is possible within the SEM framework to make use of Means and Covariance Structure Analysis (MACS) over multiple groups, which is very useful for investigating moderation when the moderation variable is a grouping variable. An additional advantage of the MACS approach is that, if measurement invariance is tenable in the measurement model, moderation in the structural part of the model can be easily tested on a more fundamental premise of measurement equivalence across groups. This study proposes a detailed stepwise approach to evaluate moderating effects when the moderation variable is a discrete contextual or grouping variable. The suggested method includes the main effects of the grouping variable on the exogenous and the endogenous variables, a specific matter that has largely been ignored in current literature. The advantage of including the main effects in the testing of moderation is that it offers a more complete assessment of the role of the moderating variable on the outcome or endogenous variable as well as on the exogenous or independent predictor variable. Thus it offers a more rigorous understanding of the effect of the contextual variable on the exogenous and the endogenous, and of the relationship between the exogenous and endogenous variables. Model fit approaches in multiple group contexts, as discussed in the literature, are presented and summarised, and an example is provided to demonstrate the proposed approach.