Felix Mavondo

Monash University (Australia) · Department of Marketing

The purpose of this chapter is to examine to what extent misalignment with an organic food consumer benchmark profile affects two key consumer performance indicators: consumer satisfaction and loyalty. The chapter performs a profile deviation analysis on a cross-sectional sample of 1011 Australian organic food consumers. An extensive literature rev...

The study examines seven key dimensions of online customer engagement behaviour and uses these to build ideal and baseline profiles. This ensures verbal and statistical correspondence. This approach allows identification of critical customer engagement behaviour to invest in and which one to invest in for maintenance. The study finds that deviating...

This paper examines the impact of social customer relationship management (SCRM) and customer engagement on profitability in the hospitality industry amidst the COVID-19 crisis. It highlights the need for hoteliers to retain employees and maintain service assurance. The study identifies hedonic value as predominant in hospitality services but notes...

Brand community engagement in the virtual environment during a brand crisis has gained attention from firms and marketing scholars due to innovative technologies. However, there is a limited empirical insight into its antecedents and consequences. This study, grounded in signaling and social identity theories, introduces the relationship between en...

Despite agriculture being a significant contributor to sub-Saharan Africa’s economy, its exploding population puts the region at the highest global risk for food insecurity. Agricultural productivity in the region must meet the growing domestic demand and the needs of global markets. However, the central actors, smallholder farmers, face chronic ch...

Purpose The resource-based view (RBV) emphasises the importance of resources for firm performance. However, recent research argues that the focus on firm performance should also be based on inside-out (IO) and outside-in (OI) capabilities. Specifically, we study the importance of resources on product development (an IO) and market driving (an OI) e...

Connection with nature has been associated with greater participation in a range of biodiversity conservation behaviours, and is increasingly being recognised as a potentially useful policy tool to address conservation outcomes. Yet, understanding of how connection with nature may be nurtured remains poorly understood. This research investigates th...

In highly competitive markets, organizations need to engage in the disruptive type of innovation to create superior value for customers. Drawing on the dynamic capabilities view; this paper explores value innovation as a dynamic capability for reconfiguring the resource-base of the organization in pursuit of competitive advantage. This paper first...

Human relationships with nature are increasingly being recognized as an important factor in environmental conservation. Understanding how people perceive and know nature, and the language they use to describe nature, their concepts of nature, could have important implications for conservation policy and management. This empirical research sought to...

Travellers constantly require personalized travel arrangements. They look for specific arrangements depending on whether the trip is for leisure or business. However, some travellers prefer multiple events in their travel schedules, including visiting prime locations or historical places. Hence, online travel agents (OTAs) are the most convenient a...

Human relationships with nature are increasingly being recognized as an important factor in environmental conservation. Understanding how people perceive and know nature, and the language they use to describe nature - their concepts of nature - could have important implications for conservation policy and management. This empirical research sought...

Purpose In recent days, there has been an increasing interest towards achieving sustainable tourism objectives globally and specifically in Saudi Arabia. The benefits can be maximized if the government is successful in attracting current pilgrims and influence their future intention to revisit the country as tourists. Hence, the purpose of this pap...

Background Interventions to improve personalised and holistic care delivery by healthcare professionals are more likely to be effective if they target the factors influencing specific behaviours. This study reports on the development and testing of a questionnaire to identify perspectives of healthcare professionals’ personalised and holistic care...

Umrah is an optional holy ritual that is highly rewarded when performed in the month of Ramadan. Hence, managing such an event is a challenging mission facing stakeholders. However, limited studies have examined the quality of services provided in the Umrah site (i.e., the Holy Mosque in the city of Makkah, Saudi Arabia) from the pilgrims’ perspect...

Purpose The purpose of the research is to examine the antecedent and employee well-being outcomes of employees' perceptions of benefits schemes. Design/methodology/approach Data were collected using both paper-based and web-based questionnaires over two time points (one month apart). The sample included 281 participants in eight companies in China...

While the construct customer brand engagement is gaining magnitude in hospitality studies, this study establishes positive word of mouth and brand loyalty as relevant outcomes of customer brand engagement. It proposes and empirically tests a model which is underpinned by social customer relationship management theory. By means of survey questionnai...

Background Patient experience is recognised as a quality of care indicator and increasingly health services are working on achieving set targets and improving their performance. Interventions at the point of care targeting communication with patients, patient engagement in care processes and discharge planning are associated with better patient exp...

This study investigates the relationship between religious servicescape and service experience and subsequent intentions to revisit. The context is “Umrah,” a journey focusses on spirituality. The study looks at service experience at a fine granular level of the dimensions, i.e. hedonic value, peace of mind, novelty. A mixed-method approach was uti...

The purpose of this paper is to study current sustainable expressways as a catalyst for optimal mobility : current situation and future considerations. The study reflects four important findings, namely; (1) The road transport sector is changing to tackle the challenges facing society. (2) Road infrastructures needs investments; reducing this will...

The availability of many social networking sites such as Facebook, Twitter, YouTube and online review sites such as Trip Advisor has led to the emergence of a new concept known as social customer relationship management (SCRM) or CRM 2.0. This is defined as a business strategy of engaging customers through social media with the goal of building tru...

The purpose of this presentation is to share Malaysian lesson learned experience of "Toll Highway Sustainable Development ", using Public Private Partnership method. There are diferrences "BEFORE PRIVATISATION" , The first period started from 1980 to1988, the highways were developed by the government and supervised by the Malaysia Highway Authority...

Background Patient experience is recognised as a quality of care indicator and increasingly health services are working on achieving set targets and improving their performance. Interventions at the point of care targeting communication with patients, patient engagement in care processes and discharge planning are associated with better patient exp...

Despite the rising interest in the drivers of dynamic capabilities, limited attention has been paid to how a firm’s business network relates to its development of dynamic capabilities. Based on a dynamic capability perspective, this study examines how network breadth and network depth impact dynamic capabilities and in turn product innovation and h...

Corporate Social Responsibility (CSR) remains a hot topic in management. Yet, little is known about how well managers, employees and consumers are responding to CSR initiatives to align with the 2030 Agenda for Sustainable Development. Underpinned by well-established theories, this study develops a single integrative model of managers’, employees’...

In recent decades, there has been increasing interest in (re)connecting people with nature to foster sustainability outcomes. There is a growing body of evidence suggesting a relationship between connection with nature and pro-environmental behaviors. Connection with nature has often been conceptualized as a unidimensional construct, and although r...

Background: To review systematically the published literature relating to interventions informed by patient feedback for improvement to quality of care in hospital settings. Methods: A systematic search was performed in the CINAHL, EMBASE, PsyInfo, MEDLINE, Cochrane Libraries, SCOPUS and Web of Science databases for English-language publications...

Objective: To review systematically the published literature relating to interventions informed by patient feedback for improvement to quality of care in hospital settings. Methods: A systematic search was performed in the CINAHL, EMBASE, PsyINFO, MEDLINE, Cochrane Libraries, SCOPUS and Web of Science databases for English-language publications fro...

Background: To review systematically the published literature relating to interventions informed by patient feedback for improvement to quality of care in hospital settings. Methods: A systematic search was performed in the CINAHL, EMBASE, PsyInfo, MEDLINE, Cochrane Libraries, SCOPUS and Web of Science databases for English-language publications fr...

This chapter aims at exploring how a tourism operator has implemented a robust environmental initiative to align with the Paris Climate Change Agreement and local environmental policies for reduction in carbon emissions. To achieve this goal, the researchers use a case study approach of a major Mauritian hotel group, LUX* Resorts & Hotels, comprisi...

While research on the implementation of SCRM is trending in the manufacturing sector, there is scant research available on this phenomenon in the travel and tourism industry. The aim of this study is to examine how hotels could use social media tools for customer relationship management to increase business profitability. Semi-structured in-depth i...

Purpose Drawing on the stimulus–organism–response (S-O-R) model, the purpose of this study is to investigate mediating effects of controlled and uncontrolled communications of corporate brand perceptions on consumer satisfaction and loyalty. Design/methodology/approach Structural equation modeling (SEM) was used to test the hypotheses on a sampl...

Marketing agility is an example of dynamic capability that has significant influence on ordinary capabilities leading to superior financial performance. This makes it of interest to marketing managers. Yet the way in which this capability aligns with turbulent market environments to simultaneously influence ordinary capabilities and performance has...

Purpose Food literacy is an emerging concept associated with the skills, capabilities and knowledge to prepare a healthy diet and make healthy food choices. This study aims to examine how a dietary gatekeeper’s intentions to prepare a healthy diet for their family, and the subsequent satisfaction that a healthy diet is achieved, is influenced by t...

The growing volume of research on customers’ attitudes towards sustainability practices in the hospitality sector has attracted significant interest from researchers and managers in the past decade. This chapter investigates the relationship between sustainability practices in hotels and its influence on consumers’ attitudes and behaviors, and the...

In recent years, the concept of customer relationship management (CRM) has undergone a major change from being a strategy that focused solely on establishing financial bonds with customers to one that promotes both transactional and interactional relationships with customers. This has given rise to a new form of CRM which is known as social custome...

Purpose The purpose of this paper is to examine the indirect relationship between dynamic capabilities (DCs) and organizational outcomes through matching and creating market change. In addition, the research aims to gain a deeper understanding of the role of marketing in DCs and to extend beyond a simplistic discussion of DCs by studying proactive...

Increasingly organisations are using social media due to its advantages over traditional media however, its successful implementation has been problematic. To address this issue this study drew from the organisational orientation literature to examine alternate frameworks for implementation. Survey data were obtained from senior marketers from vari...

Brand champions are responsible for encouraging employee commitment to the corporate brand strategy. They strongly believe in and identify with the brand concept—the company’s selected brand meaning, which underpins corporate brand strategy implementation. We conducted research to explore why and how brand champion behaviour operates within compani...

Despite a growing demand worldwide, organic food remains a niche category, with consumers only purchasing it some of the time. This study examines the mediating effects of consumers’ perceived clarity of organic food-related communication, trust for, and perceived health benefits of organic foods in the relationship between controlled and uncontrol...

Purpose Drawing on the resource-based view, this paper aims to investigate how a firm’s integrated marketing communication (IMC) as a capability is influenced by the organisational antecedents of learning orientation (LO), market orientation (MO) and brand orientation (BO). Further, the research examines how an IMC capability influences brand perfo...

This study explores issues of scale equivalence and generalizability in national parks. Visitors' place satisfaction, proenvironmental behavior, and place attachment are measured across two qualitatively distinct populations in Australia and Canada. Techniques employed in this cross-country study bring an important contribution to tourism research....

This study explores the relationships between destination image, existential authenticity and different dimensions of place attachment in the nature-based tourism context. A visitor-centric model is proposed in which existential authenticity is the principal mechanism that links destination image to different dimensions of place attachment. Data wa...

This study explores the relationships between destination image, existential authenticity, and different dimensions of place attachment in the nature-based tourism context. A visitor-centric model is proposed in which existential authenticity is the principal mechanism that links destination image to different dimensions of place attachment. Data w...

INTRODUCTION: Household food gatekeepers have the potential to influence the food attitudes and behaviours of family members, as they are mainly responsible for food-related tasks in the home. The aim of this study was to determine the role of gatekeepers' confidence in food-related skills and nutrition knowledge on food practices in the home. ME...

When confronted with increasingly experienced, demanding, and sophisticated visitors, destination marketers may find it problematic to succeed in destination marketing. This article attempts to address this challenge through the exploration of the relationship between destination image and two critical indicators of successful destination marketing...

The paper examines different learning profiles and the implications of each profile for firm’s innovation and performance. This view is consistent with the resource based view in that it suggests which learning dimensions organisations should invest in to optimise the benefits of learning orientation. The results indicate that being low on all dime...

This study examines the relationships between organisational innovation, functional strategies and organisational performance. We define organisational innovation in terms of administrative, process, and product innovation. Our findings suggest that administrative innovation plays an more important role in enhancing organisational performance than...

Purpose – The purpose of this paper is to advance the concept of “integrative capability” as a critical dynamic capability (DC) and empirically investigate its implications for a firm’s sustainable competitive advantage in business partnerships. Design/methodology/approach – This study is based on an empirical analysis of a sample of 300 manufac...

The rise in obesity and its co-morbidities has focused the attention of researchers on factors that influence the consumption of a healthy diet. Obesogenic (obesity-promoting) environments are an important area of investigation and a significant opportunity for health interventions. In this research, we identify the home as just such an environment...

When confronted with increasingly experienced, demanding and sophisticated visitors, destination marketers may find it problematic to succeed in destination marketing. This research attempts to address this challenge through the exploration of the relationship between destination image and two critical indicators of successful destination marketing...

The importance of cross-cultural understanding has increased with trade across national borders. The Chinese market is complex and difficult to operate in. Literature and experience shows the important role that relationships play in doing business with the Chinese. Greater cross-cultural understanding could improve cooperation between parties

The objective of this research is to investigate the differences between consumers who are more or less prone to in-store sales promotions and to different types of sales promotion (price and non-price) and to examine the degree to which prize size in non-price sales promotions can overcome the reported pronenesses.

This paper evaluated the role of strategy implementation in determining export performance in the context of export ventures in a less developed country. The findings indicate that the link between export market strategy and export performance is mediated by strategy implementation.

The study tested whether proenvironmental behavioral intention mediates the relationship between place attachment and place satisfaction among visitors of the Dandenong Ranges National Park in Australia. Structural equation modeling was employed on a sample of 452 visitors. Regression models were estimated to test the mediating effect of proenviron...

The unique characteristics of social media (SM) have made it difficult to implement this tool within many large organisations. This paper seeks to identify the implementation challenges and evaluate alternative organisational orientations that may provide solutions. We aimed to reconcile theory with current practice by integrating the extant litera...

Drawing on the resource-based view (RBV) of the firm this research investigates how an integrated marketing communication (IMC) capability drives a brand's financial performance through influencing the effectiveness of communication campaigns and the brand's market-based performance. The results illustrate that an IMC capability has a significant d...

Current marketing paradigms recognise a need for organisations to create value for both internal and external customers. However, jointly pursuing an internal and external customer focus has been argued to be both synergistic and contradictory. Using cluster analysis, this paper develops a typology on the basis of employees’ perceptions of their or...

This study investigates various aspects of the servicescape with a view to isolate the factors that contribute to customer satisfaction and positive word-of-mouth (PWOM) recommendation of a tourist destination. Three models for each dependent variable were developed using the physical servicescape as the base model, adding the social variables, and...

While prior research has examined the issue of sales promotion proneness, very little has examined proneness to non-monetary promotions, such as contests and premiums discovered in store. This study draws on a promotions benefits framework to examine the influence of shoppers’ desired benefits on their relative proneness to in-store monetary and no...

Purpose: There is a contention in marketing literature that gaps between corporate and key stakeholders’ perspectives have unfavorable implications for corporate brand performance. The current article attempts to empirically substantiate this argument. As such, this article looks at the relationship between a car manufacturer and its dealers and ex...

To explore the complex relationships between nurses' personal resources, job satisfaction and 'customer' (patient) orientation. Previous research has shown that nursing is highly intensive, emotionally charged work, which affects nurses' job performance and their customer orientation as well as patient or 'customer' satisfaction. This study contrib...

Purpose – Despite the importance of the diffusion of new products, there is not yet a single scale to measure consumer innovativeness and new product adoption behavior efficiently and effectively across countries. This study examines the relationship between consumer innate innovativeness, vicarious innovativeness, domain specific innovativeness, t...

This paper investigates the determinants of tourism destination competitiveness in a developing country by examining the influence of destination resources, destination support services and human resources factors on the competitiveness of Zimbabwe tourism destinations. A sample of 123 tourism business operators was surveyed. Hierarchical multiple...

This study adopts a resource-based view of branding referred to as brand orientation. Despite the importance of branding in retail, relatively little empirical research has been conducted to understand the degree to which retailers can be considered brand oriented. The purpose of the present research is to establish a conceptualisation of brand ori...

Purpose – Marketers are increasingly aware of ethnic subgroups as segments to target with customized offers. This paper aims to investigate the role of ethnic‐related outlet attributes in determining the attractiveness of mainstream and ethnic service outlets to ethnic consumers. Design/methodology/approach – Based on institutional theory and self...

The study examines the effects of organisational and individual factors of real estate agents on customer orientation. The organisational factors included are standards for service delivery (culture), supervisor support and co-worker support. The individual factors examined are self-efficacy and job satisfaction. The sample comprises 108 employees...

Purpose The purpose of this study is to examine the associations between attitudes to academic achievement and post university success using perceptions of attractiveness, gender, ethnic identity, personality, and social acceptance as antecedents. Design/methodology/approach An online questionnaire was completed by male ( N =116) and female ( N =1...

The results of academic research into consumer innovativeness and its influence on product adoption lack consensus. To help close this gap, the study examines the relationship between consumer innate innovativeness, domain specific innovativeness, vicarious innovativeness, and the adoption of really new consumer electronic products. This study empl...

This paper aims to contribute to current leisure se rvices and branding literature by conceptualising the relationship between brand identity , brand image and whether a congruent relationship between the two influences customer satisfaction and loyalty . A c onceptual model is developed in the context of zool ogical operations , central constructs...

A holistic approach to satisfaction and its effects seems to be particularly important in high-affect, high-involvement, and extended duration services such as those offered by many travel and tourism providers. This means understanding the complexities of service provision and its processes. Consumers value service interaction that appears sincere...

This special issue was aimed at advancing the literature examining the role of capabilities in innovation-based competitive strategy. Whilst the innovation literature has over the years moved away from its ‘product innovation’ pre-occupation to capture the role of other forms of innovation in value creation, the capability view has progressed from...

We investigated the customer ratings of importance of several attributes associated with supermarket shopping. We then reviewed the satisfaction ratings of the attributes. The aim was to rank the factors and to relate the importance rankings to customer satisfaction. The findings have implications in that a retailer is able to assess how well they...

b>Purpose – This paper seeks to empirically examine the relationship between corporate image and customer satisfaction in the leisure services sector. It also aims to examine the mediating impact of employees and servicescape on this relationship. Design/methodology/approach – Data were collected from a sample of 195 individuals who had visited an...

This paper seeks to address two main problems. First, it evaluates the direct effect of entrepreneurship and business orientations namely, learning orientation, integrated market orientation and human resource practices on innovation and customer value. Second, it examines the interaction effect of entrepreneurship and business orientations on inno...

Purpose The paper aims to examine the mediating role of relationship quality in the relationship between organisational capabilities and business performance in palm oil processing companies in Malaysia. Design/methodology/approach The study used a mail survey and achieved a final sample of 330 palm oil processing companies. Findings The results...

This article examines the impact of market orientation on perceived benefits and church participation. Data was collected from a particular church denomination in Australia using a self-administered questionnaire. Structural equation modeling was used to test the hypotheses. Findings reveal that market orientation is positively associated with perc...