Browsing by Author "Terblanche, N. S."

Now showing 1 - 8 of 8
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    Building long-term marketing relationships : new perspectives from B2B financial services
    (AOSIS Publishing, 2013-12-31) Theron, E.; Terblanche, N. S.; Boshoff, C.
    The focus of this study was on the relevance of trust, satisfaction and commitment in maintaining a long-term relationship (intention to stay) with an exchange partner in a Business-to-Business (B2B) context in the financial services industry. The perceptions of 238 B2B clients of a leading South African provider of development capital were investigated. Since support could not be found for the existence of trust, commitment and satisfaction as distinct individual dimensions, this study provides empirical support for the amalgamation of some well-established individual dimensions into broader, more holistic dimensions as drivers of long-term relationship building. Contrary to expectations, B2B banking clients participating in this study appeared to regroup individual dimensions, in a heuristic fashion, to form new dimensions that influenced their attitude towards staying in a B2B relationship. As a result, building long-term marketing relationships seems to be a less complicated process than previously thought. Against this background, the primary contribution of the study is that it highlights the need for marketing practitioners to reconsider their current relationship-marketing strategies. As the findings of the study are inconsistent with conventional wisdom, they also challenge marketing academics to reconsider the theoretical foundations of relationship building in a B2B context.
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    The controllable elements of the total retail experience : a study of clothing shoppers
    (AOSIS, 2003) Terblanche, N. S.; Boshoff, C.
    Retail clothing stores continually have to adapt to marketplace demands to remain competitive. Customer retention has become a major objective for many clothing retailers. This study combines the management of a number of the controllable personal and non-personal elements that a customer are exposed to and interacts within a retail store, as part of the shopping experience. The data analysis procedures closely followed the guidelines for scale development suggested by Churchill (1979). The empirical results suggest that there are five dimensions considered important by consumers when assessing their satisfaction with a total retail experience in a clothing store. These are: merchandise value, internal store environment, personal interaction with staff, merchandise variety and complaint handling.
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    Customer interaction with controlled retail mix elements and their relationships with customer loyalty in diverse retail environments
    (Academy of Business and Retail Management, 2017) Terblanche, N. S.
    Customer loyalty as an outcome holds various advantages for a retailer. It is therefore important that a retailer provides the type and level of retail mix elements for interaction that customers’ desire and which results in customer loyalty. In this study four elements of the retail mix offered by three diverse retailers and their relationships with customer loyalty were investigated.The findings clearly indicate that retail mix elements desired by customers vary by type of retailer. Supermarket customers’ interactions with merchandise value leads to loyalty whilst loyalty of customers of a health, beauty and lifestyle retailer (HBL), is the outcomes of positive relationships between their interaction with merchandise value and frontline staff.
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    HIV/Aids fear appeal advertisements directed at different market segments : some considerations for corporate sponsors and NPO's
    (AOSIS Publishing, 2013-12-31) Terblanche-Smit, M.; Terblanche, N. S.
    The purpose of social advertising is to influence human behaviour for societal benefit. Given concern about the Aids pandemic in South Africa, this study used structural equation modelling and partial least squares to investigate whether the use of fear in social advertising increases the likelihood of adopting appropriate behaviour pertaining to HIV/Aids prevention. Fear, attitude towards the advertisements, severity, susceptibility, response efficacy and self-efficacy were examined for their effect on behavioural intent of young adults within specific market segments. Relationships were found among susceptibility, fear, attitude, and behavioural intent, and different relationship paths were identified for segments based on gender and culture/racial groupings. These differences show the value in tailoring fear appeals to different segments when addressing social cause advertisements.
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    The measurement of consumer satisfaction with selected elements the total retail experience : an exploratory study of fast food and supermarket retailers
    (AOSIS, 2001) Terblanche, N. S.; Boshoff, C.
    Although attempts have been made to identify some of the dimensions of retail shopping experience, these have been largely fragmented and uncoordinated. No attempt has yet been made to combine the efforts of many retailing students into a comprehensive model that accurately describes the total retailing experience. Also, very little is known about the relationship between the individual dimensions of retail shopping and customer satisfaction. This study attempts to reduce this gap in South African retailing literature by, first modelling the total retailing experience and, then, assessing the influence of selected individual retailing dimensions on customer satisfaction. It also investigates whether the impact of these dimensions of the retailing experience differs between fast food restaurants and supermarket retailers. The empirical results suggest a fairly consistent pattern of relationships between fast food restaurants and supermarkets.
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    Measuring customer satisfaction with some of the elements of the total retail experience : an exploratory study
    (AOSIS, 2001) Terblanche, N. S.; Boshoff, C.
    Total retail experience is, for the purposes of this study, defined as all the elements that encourage or inhibit consumers during their contact with a retailer. This article reports on the influence of three dimensions of consumers’ total retail experience on their satisfaction levels. The items used to measure the theoretical model demonstrate sufficient reliability and discriminant validity. The theoretical model is then tested using a structural equation modeling approach. Although not a test of a comprehensive model of the total retail experience, the study does shows that the personal interaction between retail employee and customer on the one hand, and physical cues on the other hand, impact strongly on customer satisfaction.
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    Measuring customer satisfaction with the controllable elements of the in-store shopping experience
    (AOSIS, 2001) Terblanche, N. S.; Boshoff, C.
    Evidence from various sources suggests that satisfaction with the individual components of an in-store shopping experience will result in customer satisfaction which will lead to customer retention and loyalty over the long term. It is argued that the in-store shopping experience (ISE) at store level consists of a variety of different dimensions that can be controlled by the retailer. This study reports on two phases of a long-term study on the controllable elements of the in-store shopping experience. Closely following the guidelines for multi-item scale development suggested by Churchill (1979) and based on the results of two empirical surveys, it is concluded that there are five dimensions of importance to consumers when assessing their satisfaction with an in-store shopping experience. These dimensions are merchandise value, personal interaction, merchandise variety, internal store environment and complaint handling. The proposed instrument in its current form demonstrates high levels of reliability, discriminant validity, convergent validity and construct validity.
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    Quality, value, satisfaction and loyalty amongst race groups : a study of customers in the South African fast food industry
    (AOSIS, 2010) Terblanche, N. S.; Boshoff, C.
    The retention of customers has become a key concern for many businesses. Various drivers of loyalty such as satisfaction, loyalty and commitment have, over time, been studied with the objective to improve customer retention. This study reports on the empirical findings in respect of the relationships between various dimensions of a loyalty model for the South African fast food sector and considers differences amongst race groups in respect of perceived quality, value, satisfaction and loyalty. Respondents in this empirical study were consumers drawn randomly from the seven major metropolitan areas of South Africa. The respondents are all customers of a national firm in the South African fast food sector and they were required to respond to items from (mostly) the American Customer Satisfaction Index (ACSI) scales. The empirical findings provide support for the theoretical model proposed but there is not much difference in how the various race groups' loyalty intentions are shaped.