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All Journal Gadjah Mada International Journal of Business International Journal of Supply Chain Management
Ramayah, Thurasamy
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Engineering Environmental Science Industrial & Manufacturing Engineering Transportation

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Role of Cultural Intelligence and Customer Involvement on Behavioral Loyalty Toward Manufactured Products in Nigeria Vem, Linus Jonathan; Eshue, Patrick Ojei; Ramayah, Thurasamy
Gadjah Mada International Journal of Business Vol 26, No 2 (2024): May-August
Publisher : Master in Management, Faculty of Economics and Business, Universitas Gadjah Mada

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22146/gamaijb.73821

Abstract

Evidence from the literature reveals that customer loyalty research is growing and is becoming more widely integrated into related disciplines. This study evaluates the role of sales representatives’ cultural intelligence (CI) in the behavioral loyalty (BL) of customers of SMEs in Nigeria, through the mechanism of customer involvement (CuI). Two sets of questionnaires were administered directly to the sales representatives, and indirectly to the customers, via the sales representatives. Three hundred and fifty copies of the sales representatives’ questionnaire were administered, based on the population of 65 manufacturing SMEs and an average of 5.4 copies per SME, while 384 copies of the customers’ questionnaire were sent to the unknown pool of customers. Data were col- lected from the two sets of respondents, which were analyzed through a variance-based structural equation modeling using Smart-PLS software. The results reveal a positive and significant relationship between cultural intelligence and behavioral loyalty, while the in- direct relationship reveals customer involvement does strongly mediate the relationship between the antecedent and the outcome. The findings imply that behavioral loyalty is engendered when sales representatives possess high cultural intelligence, and customers are strategically involved through consultations and product co-creation.
Leveraging Entrepreneurial Bricolage and Innovation Performance among Manufacturing SMEs in Malaysia Under a Resource Constrained Environment Abdul-Halim, Hasliza; Andalib, Tarnima Warda; Ahmad, Noor Hazlina; Ramayah, Thurasamy
International Journal of Supply Chain Management Vol 9, No 5 (2020): International Journal of Supply Chain Management (IJSCM)
Publisher : ExcelingTech

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59160/ijscm.v9i5.4204

Abstract

SMEs are essential to Malaysian economy as they became one of important economic driver in the nation. In order for Malaysia to reach high income nation, SMEs have to be more resilient toward business uncertainty. In order to survive in globalize market, SMEs have to embrace innovation to maintain their competitive edge. However, investing in innovation comes with cost attached and due to their sizes, SMEs also encounter various external and internal resource constraints. Under logical assumption, these constrains may hinder firms to invest in innovation however, that is not the case as some SMEs are able to strive in resource constrained environment. In order to understand the underlying factors that contribute to this scenario, a research framework has been proposed. This study has adopted the concept of bricolage to explain innovation performance among manufacturing SMEs in Malaysia that operate under resource constrained environment. By adopting quantitative approach, this study has collected 217 sets of data from the Federation of Malaysian Manufactures (FMM) Directory for 2016. The response rate of the survey is at 43.4% and the data is analysed through PLS-SEM. After the establishment of construct’s validity and reliability, the study has confirmed a significant positive relationship between entrepreneurial bricolage and innovation performance. The study has also found that constraints in financial and human resources have a positive influence on bricolage behaviour, although the explanatory power for this relationship is not strong. Nevertheless, this study has provided an answer to scenario where some firms may strive even in resource constrained environment. This study is original and valuable with respect to data and context. The findings of this study may play a substantial role in the economic stability of Malaysia by enriching the SMEs sector.
Co-Authors Abdul-Halim, Hasliza Andalib, Tarnima Warda Eshue, Patrick Ojei Noor Hazlina Ahmad, Noor Hazlina Vem, Linus Jonathan