Mohammed Rafiq

Mohammed Rafiq
University of Roehampton | RU · Roehampton Business School

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37
Publications
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Introduction
Skills and Expertise

Publications

Publications (37)
Research
Full-text available
This report presents the findings of an ESRC funded project investigating town centre consumer behaviour. It fills gaps in academic and practitioner knowledge by revealing for the first time, what constitutes the customer experience in a town centre. "This research provides a timely and welcome analysis of a vitally important element of town centre...
Chapter
Consumers often face retail store patronage decisions involving tradeoffs between domestic-owned and foreign-owned retailers due to conservative or patriotic reasons (e.g., Good and Huddleston 1995; Zarkada-Fraser and Fraser 2002). The most widely used construct to explain this phenomenon is consumer ethnocentrism (CET). CET is defined as the belie...
Article
Dynamic capabilities (DCs) are fundamental to the understanding of differential firm performance. However, the question remains why some firms are better at developing and applying DCs than others. In particular, successful firms have been warned against the tendency to fall into a success or competence trap, where success reinforces exploitation o...
Article
Full-text available
Purpose – The purpose of this paper is to advance the conceptualisation of entrepreneurial preparedness (EP), and study how EP occurs in new venture creation and management. Design/methodology/approach – The paper primarily draws evidence from an exploratory case study of two Chinese high-tech private enterprises operating in the healthcare indust...
Article
Contextual ambidexterity is of paramount importance for new product innovation and organizational success, particularly in high-tech firms operating in a dynamic environment. Whilst it is recognized that contextual ambidexterity is grounded in organizational culture, existing research has not crystallized what kind of organizational culture enables...
Article
This paper examines the challenge of building customer loyalty in the e-tailing environment. It examines the role of relationship quality (RQ) in the formation of customer loyalty in Internet retailing. In a departure from existing research, RQ is treated as a disaggregated, multidimensional construct, rather than a global one, consisting of relati...
Chapter
As the business competition is becoming more intense, there has been a great pressure to the logistics service providers to demonstrate its contribution to the organizational performance. Consequently, there has been a tendency of studies focusing at measuring the logistics service performance within various perspectives. This chapter provides a re...
Article
Despite its acknowledged importance, there are few rigorous empirical studies examining Internet retail service quality. An exception is the development of the E-S-QUAL scale by Parasuraman, Zeithaml, and Malhotra (200529. Parasuraman , A. , Zeithaml , V.A. and Malhotra , A. 2005. E-S-QUAL: A multiple-item scale for assessing electronic service...
Article
Full-text available
Purpose The aims of this paper are: to address the tensions pertinent to exploration and exploitation from the organizational learning perspective; to conceptualize how organizational diversity and shared vision, as two core components of organizational culture, help resolve these tensions; and to discuss the organizational configurations necessary...
Article
Full-text available
We introduce the concept of knowledge management orientation (KMO) – the degree to which a firm demonstrates behaviors of organized and systematic knowledge management (KM) implementation. Based on an extensive review of the KM literature, the KMO concept is operationalized as a second-order latent construct consisting of four main component factor...
Article
Despite its importance, with the major exception of Mentzer and colleagues, the development and measurement of the Logistics Service Quality construct (LSQ) has been relatively under researched. This paper reports the testing and validation of the LSQ instrument (Mentzer, Flint, and Kent 1999) in the context of the third-party logistics industry in...
Article
The merchandise assortment plays a fundamental role in retailing; it conveys the positioning of the retailer, and is a key determinant of image and patronage. However, existing literature covering a 50-year period is somewhat fragmented. A key problem with the literature is that it does not distinguish between different levels and dimensions of ass...
Article
Outsourcing is widely regarded as a useful approach to lowering costs and gaining competitive advantage. Logistics and transportation were among the most popular areas that used outsourcing during the 1980s and 1990s. Thus, the strategy of employing the third-party logistics (TPL) providers’ services has attracted growing interest. However, studies...
Article
Purpose Aims to examine the effectiveness of UK supermarkets in transferring store loyalty to online loyalty. Design/methodology/approach An online survey of university staff is used to test both the brand equity proposition that loyal customers are more likely to adopt brand extensions, and the double jeopardy model's prediction that market leade...
Article
Full-text available
Structural Equation Modeling (SEM), including Confirmatory Factor Analysis (CFA) is a statistical tool that is becoming increasingly popular in logistics research. The intent of this paper is to demonstrate the application of CFA in logistics research particularly in testing Mentzer et al. (1999) Logistics Service Quality (LSQ) instrument, a scale...
Article
This commentary discusses the key issues and challenges that face internal marketing research and for the future development of the concept and philosophy. Issues addressed include: the link between employee satisfaction and organisational performance; the need for research on how inter-functional co-ordination can be achieved for the effective imp...
Article
Full-text available
Metadata only The paper proposes and empirically evaluates a new internal marketing (IM) implementation model as a framework for implementing marketing strategies. The paper proposes the concept of IM mix or a set of controllable instruments inside the organisation that can be used effectively to influence employees so that they are motivated and a...
Article
Full-text available
This study was conducted to make substantial progress in building theory about customer-focused organisations and its impact on business competencies and performance. To date, it is the first empirical attempt to gain knowledge on internal marketing (IM) implementation using a 'marketing-like' approach. The results of thestudy suggest that this app...
Article
Reports exploratory research focusing on this neglected area based on semi-structured interviews with R&D and marketing managers of major international pharmaceutical companies. Major findings include the fact that few of the responding companies integrate marketing and R&D in the formulation of product development strategy which is a considerable...
Article
Full-text available
Over 20 years ago internal marketing was first proposed as a solution to the problem of delivering consistently high service quality. However, despite the rapidly growing literature, very few organisations actually implement the concept in practice as there does not, as yet, exist a single unified concept of what is meant by internal marketing. Cri...
Article
Examines the marketing task facing managed shopping centres in the UK. The industry has generally been reluctant to fully embrace the marketing concept and this needs to change as competition increases. Defines the marketing task and identifies considerable challenges in the UK context. The marketing mix is examined, utilising a new framework (whic...
Article
A great deal has been written on the subject of empowerment of employees in the manufacturing industries, yet its application in the services area is relatively under-developed. Any rigorous examination of the literature shows that empowerment is not suitable for all occasions or all types of employees as it can have both positive and negative cons...
Article
While a great deal has been written on the subject of empowerment of employees in the manufacturing industries, its application in the services area is relatively under-developed. In fact, the special nature of services, and in particular the simultaneity of production and consumption is one of the major reasons for arguing that contact employees s...
Article
Notes the fact that benchmarking has become a widely used management tool. Also points out that benchmarking is an evolving concept, giving a brief historical overview of the development of benchmarking and noting the view that it is changing from an art to a science. Gives a detailed breakdown of the various types of benchmarking and looks at the...
Article
Based on a survey of 205 CEOs in the UK engineering industry, demonstrates that engineering companies have made a small, but progressive, move towards implementing a marketing orientation philosophy, but need to do much more if they are to be internationally competitive. In the survey 40 per cent of the firms were either product or production orien...
Article
This paper discusses the issue of copy-cat branding, an issue that has dominated the marketing and retail trade press recently. Brand owners have claimed that lookalike own-label products confuse consumers. Retailers, mean-while have claimed that similarities in packaging design are essential to enable consumers to recognize own-label products. The...
Article
Attempts to clarify the concept and scope of internal marketing and its strategic role in the implementation of change programmes. Shows the manner and the extent to which marketing techniques can be used internally by presenting an alternative conceptual model. This model uses a multi-level schema which interlinks strategic dimensions to an intern...
Article
Full-text available
McCarthy′s 4Ps mix has increasingly come under attack with the result that different marketing mixes have been put forward for different marketing contexts. Contends that the numerous and ad hoc conceptualizations undermine the concept of the marketing mix and proposes that Booms and Bitner′s (1981) 7Ps mix for services be extended to other areas o...
Article
The tenant mix of a shopping centre is recognized widely as a critical determinant of marketing and financial success. For new shopping centres the early development of a strong tenant line-up is particularly crucial as these centres endeavour to establish their market position and market share. Recent environmental changes, however, are having a m...
Article
This paper focuses on an investigation of the growing management and marketing problem of tenancy development in new shopping centres. The paper notes the critical importance of tenancy development in an increasingly competitive market, and reports on a survey of thirty shopping centres which examines patterns of tenancy development in the early cr...
Article
This paper focuses on an investigation of the growing management and marketing problem of tenancy development in new shopping centres. The paper notes the critical importance of tenancy development in an increasingly competitive market, and reports on a survey of thirty shopping centres which examines patterns of tenancy development in the early cr...
Article
The various extant formalizations of internal marketing appear to suggest that functions traditionally the preserve of the personnel function (such as attracting, developing and motivating staff) be subordinated to marketing. This paper attempts to define the boundaries between marketing and the personnel function. The paper further examines whethe...
Article
This article examines the development of Muslim businesses in the UK with particular reference to the northern city of Bradford in the context of Asian business development as a whole. Asian businesses in Bradford have grown rapidly since they first emerged in the late 1950s so that there were 1800 by 1990. In Britain as a whole, there are an estim...
Article
Competitive business strategies are often formulated with little regard given to the articulation format. This paper examines the strategy formulation process from a systems perspective and argues that articulation of a competitive strategy, such that sustained competitive advantage is created, requires consistency along the entire business chain....
Article
Despite the growing body of literature on online loyalty, little research has been conducted on the link between relationship marketing and customer loyalty in the context of Internet grocery shopping. As shopping for groceries is generally an activity repeated at frequent and regular time intervals (Raijas and Tuunainen 2001), a relationship is ve...
Article
Despite its acknowledged importance, there are few rigorous empirical studies examining internet retail service quality. An exception is the development of the E-S-QUAL scale by PZM (2005). Whilst E-S-QUAL demonstrates excellent psychometric properties, the scale is in need of external validation. We present a reassessment and validation of the E-S...

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