B. Ramaseshan

B. Ramaseshan
Curtin University · School of Marketing

About

96
Publications
51,481
Reads
How we measure 'reads'
A 'read' is counted each time someone views a publication summary (such as the title, abstract, and list of authors), clicks on a figure, or views or downloads the full-text. Learn more
4,015
Citations
Citations since 2017
6 Research Items
2081 Citations
20172018201920202021202220230100200300
20172018201920202021202220230100200300
20172018201920202021202220230100200300
20172018201920202021202220230100200300

Publications

Publications (96)
Article
Drawing on emotional contagion theory, this study offers an integrated framework showing the effects of employee engagement (EE) on customer engagement (CE), repeat purchase and word-of-mouth (WOM). The data were collected from 65 employees and 352 customers of 28 retail stores using 2 separate survey instruments. A dyadic data set was created by m...
Article
Full-text available
This paper explores the phenomenon of consumer relationship fading with a series of three adjacent studies. Analyzing two longitudinal behavioral datasets, Study 1 shows that about one‐third of the relationships could be described as fading. Drawing on prior work in the marriage disaffection literature, Study 2 defines relationship fading for the c...
Article
Purpose The purpose of this paper is threefold: first, to examine the effects of different touch points on customer experience, second, effects of customer experience on loyalty intentions, and actual spend, and third, the moderating role of motivation orientation on these effects. Design/methodology/approach By recognizing the importance of captu...
Article
Purpose The purpose of this paper is to extend research on customer loyalty status and customer demotion by investigating if the effect of demotion on customer attitudinal and behavioral responses is the same for top-tier and low-tier customers in the context of airlines. Design/methodology/approach A survey was conducted with travelers intercep...
Article
Full-text available
Purpose: This study extends prior research on referral reward programs (RRPs) by examining if and how the mode of customer acquisition (customers acquired through RRPs versus non-RRP-acquired new customers) moderates the relationships between (i) customer satisfaction and attitudinal loyalty, (ii) perceived switching costs and attitudinal loyalty,...
Article
Full-text available
Although franchisee performance is likely to be influenced by franchisors’ management strategies, little is known about whether and how franchisors’ strategies affect franchisee employees’ performance. This study examines the combined effects of three franchisor management strategies, namely innovative culture, support services and autonomy on serv...
Article
Hierarchical loyalty programs are being operated currently by many firms to improve customer relationships. While past work has demonstrated the negative effects of status demotion in such programs, research on how these effects may vary across different customer group based on payment source is almost nonexistent. This paper examines the moderatin...
Article
In this paper, the authors identify the elements that encompass customer experience touch points. This research was based on a qualitative research approach, using a sequential incident technique to guide the data collection. An inductive thematic analysis of the semi-structure interview transcripts, collected from customer narratives of experience...
Chapter
Prior research has noted key differences between short-term and long-term customers in regards to their referral behaviour. However, these predominantly cross-sectional studies have focused on refer intention and referral likelihood as the primary measure of customer referral. There has been a scarce amount of research investigating actual customer...
Chapter
The nature and management of the distribution channel relationship assumes greater importance in the international environment due to the existence of different attitudes and expectations. International channel relationships can also be complicated by geographical distances, environmental differences and language difficulties. Several researchers h...
Chapter
Firms have traditionally focused on attracting new customers. However, since the early 1980’s, service researchers have drawn attention to the need to retain and do more business with current customers, as this has shown to provide substantial benefits. For some time, marketers have struggled to build and sustain customer loyalty over an extended p...
Chapter
Amidst rapid changes in the tertiary education sector witnessed in recent years, issues such as performance and accountability are becoming increasingly important. Amongst other things, market orientation has often been linked to performance. This paper investigates the degree of market orientation and its effect on performance at Australian and Ne...
Article
Full-text available
Purpose – Employees in community pharmacies play a far significant and distinct role compared to the employees in traditional retail stores. The purpose of this paper is to examine the effects of employee performance (EP) on customer loyalty of pharmacy services. Design/methodology/approach – Data were collected through a self-administered survey...
Article
Purpose – Technological advances and new business models have contributed to the usage of self-service technology (SST) by firms. As SST continues to create organizational efficiencies, firms have jumped on the bandwagon without considering their own readiness to use SST. To date, there has been no systematic attempt to develop a valid scale of fir...
Chapter
The relevance of entrepreneurship in the public sector is considered. In investigating relationships a review of the literature is undertaken and a model is proposed to examine the effects of environmental challenges and centralization on entrepreneurship and ultimately, performance. Research is conducted among Australian public sector entities and...
Chapter
Strategy research widely holds that it is extremely difficult to combine the purportedly incompatible strategies of differentiation (through service excellence and continuous innovation) and cost leadership (Heracleous & Wirtz, 2010). Strategy experts such as Michael Porter argue that it is not possible to do so for a sustained period because dual...
Chapter
The conflict experience in international distribution channels can be expected to differ to that which occurs in domestic channels. This study examines the conflict experience of Australian exporters in their international distribution channels. Issues investigated in the study include the presence and extent of underlying and manifest conflict, th...
Chapter
Countertrade is a form of international business transaction in which the seller of goods undertakes to fulfil certain obligations that are to the benefit of the buyer. Typically, this will involve the seller agreeing to accept in payment something other than money -usually products from the buyer or from another party in the buyer’s country. Aspec...
Chapter
Marketing academics and practitioners assume a direct link between market orientation and performance. This paper discusses the concepts of market orientation and performance and identifies suitable instruments to investigate this relationship in the Australian public sector. The findings confirm a positive relationship between these two constructs...
Chapter
This paper enumerates the ethical violations in marketing management and identifies their implications on the firm's ability to satisfy customer needs and compete effectively in the business. The author proposes that organisations should strategically redefine their marketing mix by integrating business ethics with the elements of its marketing mix...
Chapter
This research is concerned with determining the potential antecedents of program loyalty in the context of small businesses. There are several component attitudes of high order constructs that determine loyalty towards a rewards scheme. These include program satisfaction, program perceived value, program affect and program trust. A multiple regress...
Chapter
The literature for the constructs of value, familiarity, and is reviewed, instruments are identified and research is carried out among students at an Australian business school with a large Asian student population. Results show no differences on these constructs between Asian and Australian students but significant differences on the basis of gend...
Chapter
Anomia describes the individual’s lack of integration in social life. The construct has been linked to various types of activities and concepts but no research appears to have been undertaken linking it to fraudulent behavior. The literature on anomia and fraudulent behavior are examined, measurement instruments are identified and a survey is carri...
Chapter
The implementation of lntegrated Marketing Communication (IMC) has received relatively little scrutiny. Nor is there much empirical evidence demonstrating the effects of IMC on performance. This paper descnbes a study of leading Australian public companies and offers evidence on the relationship between IMC orientation, politics, conflicts of inter...
Chapter
For the most part, South East Asian consumers are highly sophisticated and brand-conscious. The scarcity of globally successful South East Asian-owned brands is therefore not only perplexing, but also worthy of scholarly attention. While a number of recent articles in the popular press have commented on this issue no plausible explanations for the...
Chapter
This paper considers the effect of service quality on retail web site loyalty and the role that consumer trust has on this relationship. The concepts of service quality, site loyalty and consumer trust are first explored and a mediation hypothesis is formulated where consumer trust is suggested to mediate the effect of service quality on retail sit...
Article
This article critically examines consumer–brand relationships from the perspective of interpersonal relationship theory. Specifically, the authors investigate the relationship between brand experience and the two components of brand loyalty, namely purchase brand loyalty and attitudinal brand loyalty. The study also examines the link between brand...
Article
In today’s highly competitive market environment, service providers are beginning to recognize that customer referral plays an important role in enhancing firm value through cost-effective acquisition of new customers. While a significant body of research has focused on exploring customer referral, surprisingly limited research to date has addresse...
Article
Full-text available
This study examines the role of marketing mangers' commitment and involvement in implementing marketing strategies. The data were collected from marketing managers of different organizations who had implemented a strategic marketing plan in the last five years. The study reveals that marketing mangers' commitment towards strategy implementation has...
Article
Full-text available
Purpose – Given the dramatic technology‐led changes that continue to take place in the marketplace, researchers and practitioners alike are keen to understand the emergence and implications of online brand communities (OBCs). The purpose of this paper is to explore OBCs from both consumer and company perspectives. Design/methodology/approach – The...
Article
Full-text available
Purpose This paper aims to investigate the effects of customer equity drivers on customer loyalty via customer trust in a B2B context. Design/methodology/approach A self‐administered online survey was conducted to collect data from the organizational customers of an on‐hold service company in Australia. Structural equation modelling was used to an...
Article
Full-text available
The key purpose of this paper is to bridge a research gap in shopping mall literature by investigating the relationship between store loyalty and shopping mall loyalty. The paper also examines the effects of perceived store value and store relationship commitment on store loyalty en-route to loyalty towards the shopping mall hosting the stores. The...
Article
Most recent research on customer relationship management (CRM) has been restricted to developed economies such as the United States. Researchers have done little to study the growth of CRM in developing markets such as Asia and South America, which are becoming increasingly relevant to business today. With the changing business climate, firms are b...
Article
Full-text available
The universality of design perception and response is tested using data collected from ten countries: Argentina, Australia, China, Germany, Great Britain, India, the Netherlands, Russia, Singapore, and the United States. A Bayesian, finite-mixture, structural-equation model is developed that identifies latent logo clusters while accounting for hete...
Article
A retail category management model that considers the interplay of optimal product assortment decisions, space allocation and inventory quantities is presented in this paper. Specifically, the proposed model maximizes the total net profit in terms of decision variables expressing product assortment, shelf space allocation and common review period....
Article
Full-text available
Research on linking operational marketing inputs to customer attitudes and customer behavior has been gaining significance concomitant with the growing recognition that customers are market-based assets. In response to this, researchers and practitioners have proposed several conceptual models. Despite recent advances in research, the results are s...
Article
Research on linking operational marketing inputs to customer attitudes and customer behavior has been gaining significance concomitant with the growing recognition that customers are market-based assets. In response to this, researchers and practitioners have proposed several conceptual models. Despite recent advances in research, the results are s...
Article
Efficient allocation of shelf space and product assortment can significantly improve a retailer's profitability. This paper addresses the problem from the perspective of an independent franchise retailer. A Category Management Decision Support Tool (CMDST) is proposed that efficiently generates optimal shelf space allocations and product assortment...
Article
Understanding the situational relevance of strategy is vital given that strategies have varying utilities under different environmental settings which result in performance variations. Research remains silent regarding the situational relevance of cooperative marketing strategy implementation whereby performance outcomes are maximised. Through quan...
Article
The marketing performance of International Joint Ventures (IJVs), particularly those in the South East Asian economies, has not received adequate attention from international business researchers. IJVs have become an important means of market entry for many firms, particularly those seeking entry into Asia. This study identifies the factors influen...
Article
This research examined the mediating effect of program loyalty on the relationships betweenvalue perception and relationship investment on customer loyalty in the context of a servicesretailer. We found that program loyalty mediates the relationship between the predictorvariables and customer loyalty, suggesting that implementing loyalty programs i...
Article
Full-text available
The universality of design perception and response is tested using data collected from ten countries: Argentina, Australia, China, Germany, Great Britain, India, the Netherlands, Russia, Singapore, and the United States. A Bayesian, finite-mixture, structural-equation model is developed that identifies latent logo clusters while accounting for hete...
Article
Full-text available
Purpose To investigate the influence of supplier‐performance criteria on importers' decisions to repurchase from the same source, in the context of wine‐importing. Design/methodology/approach Selection criteria were derived from the literature and preliminary discussion with importers. Hypotheses were formulated, linking criteria and performance a...
Article
This study investigates the moderating effects of the brand concept on the relationship between brand personality and perceived quality. Analysis of the data collected from a sample of respondents using a questionnaire with six products and six brands as stimuli revealed that, among the five brand personality dimensions studied, excitement and soph...
Article
Managing the distribution channel is a key concern to firms operating in the world''s largest developing economy. This study examines channel exchange relationships in China using data on department stores’ relationship with their tenants. The power–satisfaction–commitment–performance framework was used as a basis for the study. Department stores’...
Article
Full-text available
Over the past few decades, cross-border business has experienced unparalleled growth. This growth is due to advances in communication and information technologies, privatization and deregulation in emerging economies, and emergence of the global consumer. As the era of globalization continues to manifest through the emergence of global companies, t...
Article
Mobile technology and personal communication have grown significantly over the last few years. As an enhancement from Short Messaging Service (SMS) and Enhanced Messaging Service (EMS), Multimedia Messaging Service (MMS) provides rich content for mobile messaging Person-to-Person (P2P). This paper presents a study aimed at understanding the consume...
Conference Paper
This study surveys the perceptions and experiences of Australian and Singaporean small- and medium-sized enterprises (SMEs) in the adoption of Internet-based electronic commerce (EC) and proposes a framework of EC adoption for SMEs. With a sample of 115 small businesses in Australia and 42 small businesses in Singapore, preliminary results show tha...
Article
In today’s contemporary business environment, gaining competitive advantage continues to be the focus of most firms. Strategy alternatives that can provide new ways of achieving strategic advantage are gaining increased attention. Cooperation is an example of such a strategy. Specifically, cooperative marketing (co-marketing) is one of many coopera...
Article
Firms make decisions about the most favourable strategy to implement, given that they face a set of environmental conditions. Interorganisational arrangements (IOAs) are a single strategic response that can potentially contribute to continuing and considerable performance outcomes, although it is recognised that this is not an isolated performance...
Article
New products are critical to the long-term growth and success of a firm. This paper investigates the relationship between market orientation and new product performance. Data are collected from Singaporean firms. Results show a strong positive relationship between market orientation and the overall performance of new products. Market orientation is...
Article
Developing countries are faced with large shortfalls of electric-power generation, shortages of usable indigenous fuels, and transportation bottlenecks for those fuels. The loss of revenue that is forced upon the industry due to power cuts and frequent interruptions of power supply is substantial. Renewable sources of energy have an important role...
Article
Anomia describes the individual’s lack of integration in social life. The construct has been linked to various types of activities and concepts but no research appears to have been undertaken linking it to deviant behaviour inmarketing. In this preliminary study the literature on anomia and deviant behaviour, specifically attitude toward fraudulent...
Article
Anomia describes the individual's lack of integration in social life. The construct has been linked to various types of activities and concepts but no research appears to have been undertaken linking it to fraudulent behavior. The literature on anomia and fraudulent behavior are examined, measurement instruments are identified and a survey is carri...
Article
The growth of presence in the marketspace of the Web has been exponential, both in general and within specific industries. While the academic literature on the phenomena is still in its infancy, there exists a pressing need to establish methodologies to evaluate and map Web sites within and between industries. With the exception of a few notable pa...
Chapter
The growth of presence in the marketspace of the Web has been exponential, both in general and within specific industries. While the academic literature on the phenomena is still in its infancy, there exists a pressing need to establish methodologies to evaluate and map Web sites within and between industries. With the exception of a few notable pa...
Article
Since 1920 there has been 15 economic recessions and expansions in the US and on average recessions have lasted just over a year. The most recent recession was that of 1989–1991, which, with the increased globalization of business, did not spare Australia. Using a geo-business model the research investigates changes in export managers' perceptions...
Article
This paper presents results of a study that investigated the impact of technically focused values on the market orientation of engineering service firms. Using the MARKOR scale to measure market orientation and additional measures from services marketing literature to measure technical values, we found that managers in engineering services firms in...
Article
Over the past decade, SERVQUAL has emerged as perhaps the most popular standardized questionnaire to measure service quality. This study investigates the usefulness of the three-column format SERVQUAL proposed by Parasuraman, Zeithaml and Berry, (Parasuraman, A., Zeithaml, V. A., Berry, L. L.: Reassessment of expectations as a comparison standard i...
Article
Since 1920 there have been 15 notable economic recessions and expansions, each lasting on average just over a year. This paper considers the contingent effect of economic recession on export performance and the consequent role of institutional support. The research investigates perceived changes among export firms in these variables, both before an...
Article
Anomie describes the individual’s lack of integration in social life. The construct has been linked to various types of activities and concepts but no research appears to have been undertaken linking it to academic dishonesty. The literatures on anomie and academic dishonesty are examined, measurement instruments are identified and a survey is carr...
Article
Increased calls for transparency and accountability in government organizations underscores the need for a market orientation even in the public sector. The degree of market orientation and its effect on performance and on organizational commitment in government departments in three Australian states is considered. Results provide empirical support...
Article
This study identifies the factors influencing the marketing performance of International Joint Ventures (IJVs) in Thailand. The factors having the foremost influence on IJV marketing performance were - market characteristics, conflict, commitment, product characteristics, firm-specific characteristics, marketing orientation, and organization contro...
Article
A basic tenet of the marketing discipline holds that organisations that adopt a market orientation will exhibit better performance. This relationship does not appear to have been tested for not-for-profit organisations. The basic objective of this study is to add insight into the generalisability of the market orientation-performance relationship b...
Article
Given functional specialisation and a scarcity of resources, organisations would seek to reduce environmental uncertainty by entering into strategic alliances with other organisations for exchanging resources for mutual benefit. This paper investigates the factors affecting a partner's perceptions about the effectiveness of their strategic business...
Article
Amid rapid changes in the tertiary education sector witnessed in recent years, issues such as performance and accountability are becoming increasingly important. Among other things, market orientation has often been linked to performance. Investigates the degree of market orientation and its effect on performance at Australian and New Zealand unive...
Article
Consultancy firms have adopted a higher international profile as they follow the increased global presence of many businesses. The provision of a quality offering by providers of consultancy services necessitates a clear understanding of customer expectations across countries. The expectations items in SERVQUAL have been applied to samples of firms...
Article
Considering the growing importance of EDI in improving business performance examines the level of EDI usage in industrial buying and attitudes towards EDI among Australian organizations. Reports the results of a survey. Suggests that the use of computers for communication is expected to increase considerably in the next five years for most activiti...
Article
In contrast to the majority of studies relating to employee turnover reported in the marketing literature in general and retailing in particular, which have essentially been from the point of view of the organization selecting a person for a retail position, this study is an attempt to understand retail employee turnover from the perspective of an...
Article
Reports that the increased calls for transparency and accountability in government organizations underscores the need for a market orientation even among government departments. Considers the degree of market orientation and its effect on the organizational commitment in government departments in the Australian public sector. Results provide empiri...
Article
A small business may be defined as one which employs up to 20 persons in the non-manufacturing sectors, and up to 100 if a manufacturer. It should also be independently owned and managed, be closely controlled by its owner/managers, who also contribute most, i f not all, of the operating capital, and have the principal decision making functions res...
Article
The opening up of the world's markets via new legislative, technological and management developments, has resulted in an increased focus on international trade and competitiveness (Garelli, 1994:13). These trends have been particularly felt in countries such as Australia and Singapore. Both economies are relatively open to the forces of internation...
Article
Export researchers have paid considerable attention to export barriers as well as to those variables that encourage firms to become involved in exporting. Almost all export studies have looked at firms' "export or not" decision in isolation, either in relation to incentives to export (firms decide to export if they perceive certain advantages and d...
Article
Little research has been done on the impact of realistic job information on the salesperson′s decision to terminate a sales position. Using propensity to leave as a surrogate for salesforce turnover, presents the results of an investigative study of realistic job information in sales interviewing. Breaks down the construct of realistic job informat...
Article
Given the paucity of studies investigating international channel choice among small business exporters, examines the influence of selected variables on international channel choice decisions of small business exporters in one specific industry. Results of the analysis using the logistic multiple regression procedure show that three factors signific...
Article
Examines the role and importance of customer-contact personnel in the marketing of a bank's financial services and the importance of customer service in retail banking. Customer-contact personnel from suburban branches of an Australian retail bank identified their level of agreement with statements dealing with customer purchase perceptions, custom...
Article
This study was designed to identify perceived barriers to exports specific to Australian horticulture industry and the relative impact of these barriers on firms' export decisions. Specifically the study attempted to examine the differences, if any, in perceived export barriers by non-exporting and exporting firms. The analysis suggested seven majo...
Article
This study examined retailers' attitudes towards various aspects of shoplifting and how these attitudes influenced retailers' management of the problem. Although shoplifting is a common problem, the results of the survey suggest that retailers differ with regard to their views on the seriousness of the problem, the effect of shoplifting and prevent...
Article
Given the current economic and marketplace pressures on retailers to maximise the productivity of their marketing expenditures, the marketing budgeting practices of retailers are examined. Results of the study reported here show that most of the retailers used relatively unsophisticated methods to determine the level (total amount) of marketing bud...
Article
This paper presents the findings of a study of key issues in industrial distribution, as perceived by a group of Australian industrial marketing managers. The ten most important issues are identified, and these can be roughly categorized as operational and strategic. The implications for industrial marketing practitioners are discussed.
Article
Groups and group dynamics have been areas which have received considerable attention not only in Social Psychology and Sociology, but in the last thirty years, also in the field of managerial decision-making. Many activities within organisations are performed in a group context. Budgets are compiled by committees, new products are evaluated by mark...
Article
While the importance of communication and communication skills is emphasised in most texts on selling, communication in selling has not received much research attention. While the effect of communication apprehension on a multitude of psychological and performance variables has been studied in other disciplines, it has not been extensively examined...
Article
Strategies empower firms to improve their business performance and minimise business failure rates. Understanding how a firm can adapt to improve performance is important for all businesses facing challenging environments. While there are various types of interorganisational arrangements firms can implement to obtain performance outcomes, this rese...
Article
This study was based on in-depth interviews conducted with senior managers in five organisations in Scandinavia. Leadership control and drive, employee motivation, integrated process rather than a partial system, continuous update of processes and in-depth reach of information were found to be some of the key issues in CRM implementation.
Article
Full-text available
The determinants of retail store loyalty are identified for Australian retailers based on a survey of 239 customers. Multiple regression is used to estimate the relative influence of each of the determinants -store affect, store trust, perceived value of store and satisfaction on retail customers' willingness to recommend the retailers' products/se...
Article
Membership relationships are widely used by non-profit organisations to attract and retain customers. Research in this area has linked subscriber/membership status to customer attitudes and behaviour towards the non-profit organisation. This empirical study examines whether the intention of students to become members of the Student Guild is related...
Article
Previous research has focused on frontline staff perspectives and more specifically on the antecedents of customer oriented boundary spanning behaviours (COBSBs). This paper investigates the impact of the COBSBs dimensions ( service delivery , internal influence , and external representation ) , on cu stomer satisfaction and supervisors' evaluation...

Network

Cited By

Projects

Project (1)
Project
We conduct a series of studies to explore the effectiveness of referral reward programs (RRPs) in stimulating referrals. On the one hand, RRPs are viewed as effective in motivating recommendation behavior because they provide incentives and compensate for recommenders’ time and effort. On the other hand, RRPs are seen as inhibiting recommendations because they may have a negative effect on metaperception and resultant impression management concerns. We explore these mediating effects and boundary conditions.