Digital Commons Network^™

The Limitations Of Consumer Response To Csr: An Empirical Test Of Smith's Proposed Antecedents, Alan Pomering, Sara Dolnicar

Faculty of Commerce - Papers (Archive)

Despite an increase in consumer expectations for business to do more for society than deliver on economic conditions and many firms' increasingly adopting socially-responsible stances, marketplace behaviour highlights a gap between what consumers report they expect from firms and what they are prepared to reward. In an effort to rationalise this gap, Smith (2000) has proposed three limits on consumers' ability to respond to firms' socially-responsible practices, or corporate social responsibility (CSR). Based on a study in Australia's retail banking sector, a high-contact service context, this paper empirically tests Smith's three proposed limits to consumers' CSR response. Key findings include …

Diffusion Of Internet Banking Amongst Educated Consumers In A High Income Non-Oecd Country, Cedwyn Fernandes, Raed Awamleh

Faculty of Commerce - Papers (Archive)

This study analyses the internet banking channels and service preferences of educated banking consumers in the UAE and examines the factors influencing the intention to adopt or to continue the use of internet banking among both users and non users of internet banking.

It is shown that although the banking sector in the UAE is a regional leader, internet banking in the UAE is yet to be properly utilized as a real added value tool to improve customer relationship and to attain cost advantages. The Technology Acceptance Model (TAM) was used to identify factors influencing the intention to adopt and …

Process Flow Mapping Of Consumers In A High Involvement Service Purchase Process: An Exploratory Study, Robert G. Grant, Elias Kyriazis

Faculty of Commerce - Papers (Archive)

This paper reports on an exploratory study undertaken to deal with the intricacy of consumer behaviour in a buying process for a complex high involvement service bundle spanning both offline and online channels. A key finding is that consumers switch repeatedly between online and offline channels and between different types of information source to satisfy their search needs. This offers a challenge for communications management if organisations wish to add customer value by minimising their customer time and effort search costs. Prior online channel research has not acknowledged off-line information complementarity for complex high involvement search. Travel agents and principal …