The ultimate objective of the chapter is to provide a conceptualized model to showcase the differ... more The ultimate objective of the chapter is to provide a conceptualized model to showcase the differential effect of aging, religiosity, and cultural differences on consumers’ emotions. Further, the downstream consequences of these antecedents (aging, religiosity, and cultural differences) on consumers’ actual behavior in the market place are to be demonstrated. The mediating role of emotions in explicating the relationship between the proposed antecedents and consequences will serve as an integral part of the model to illustrate the underlying mechanism. The introduced model will provide both marketers and academicians with a clear understanding of major factors affecting consumer behavior and, importantly, the emotional mechanisms through which these factors exert differential impact on actual consumption behaviors.
Amidst increasing competition and deregulation, retail banks are looking for ways to differentiat... more Amidst increasing competition and deregulation, retail banks are looking for ways to differentiate their services in the eyes of their customers and to attain high levels of customer satisfaction and loyalty. Due to the high customer welfare implications of financial services and the significant role of a bank’s sales employees in this regard, ethical sales behavior plays an important role as a source of customer satisfaction with a bank’s services and of loyalty to the bank. This study examines the dimensions of ethical behavior by bank employees and how they impact levels of customer satisfaction and loyalty. Moreover, the roles of perceived service quality and bank image are also examined, due to the salience of these constructs in the literature. Based on a thorough review of the literature, a conceptual model is developed and tested on a sample of retail banking customers of eight prominent banks in Egypt. The results show a significant impact of ethical sales behavior on b...
The main objective of this research is to identify and validate the factors that significantly in... more The main objective of this research is to identify and validate the factors that significantly influence customer loyalty during the complaint handling process in Egypt. The literature alludes to the effect of perceived justice of the complaint handling process on customer satisfaction and loyalty after the complaint. These relationships are tested and validated in the Egyptian context over ten different industries. The outcome of this research gives further validation to the finding of previous empirical studies in a novel context. The results will benefit Egyptian companies in different sectors to better handle customer complaints, as they will recognize the major variables that they should address
Islamic Perspectives on Marketing and Consumer Behavior: Planning, Implementation, and Control
The ultimate objective of this chapter is to provide a new conceptualization that encompasses Isl... more The ultimate objective of this chapter is to provide a new conceptualization that encompasses Islam as a religion, Islamic culture, and Islamic politics to provide both academicians and practitioners with a multidimensional understanding of interrelated factors in Islamic marketing. It illustrates how cultural factors and political associations intersect with Islamic teachings and rules to shape the Muslim consumer behaviors and decision-making process; consequently, business and marketing strategies aimed at targeting Muslim consumers are either threatened or reinforced.
This case study examines the past and present challenges facing Ariel, a long-time market leader ... more This case study examines the past and present challenges facing Ariel, a long-time market leader in the detergent sector in Egypt whose market share has started to slip. In particular, it examines the marketing strategies and performance of Ariel High Suds, which is witnessing a declining market share as well as a decline in the overall high-suds market due to fierce competition and the growing low-suds market in Egypt.
The ultimate objective of the chapter is to provide a conceptualized model to showcase the differ... more The ultimate objective of the chapter is to provide a conceptualized model to showcase the differential effect of aging, religiosity, and cultural differences on consumers’ emotions. Further, the downstream consequences of these antecedents (aging, religiosity, and cultural differences) on consumers’ actual behavior in the market place are to be demonstrated. The mediating role of emotions in explicating the relationship between the proposed antecedents and consequences will serve as an integral part of the model to illustrate the underlying mechanism. The introduced model will provide both marketers and academicians with a clear understanding of major factors affecting consumer behavior and, importantly, the emotional mechanisms through which these factors exert differential impact on actual consumption behaviors.
Amidst increasing competition and deregulation, retail banks are looking for ways to differentiat... more Amidst increasing competition and deregulation, retail banks are looking for ways to differentiate their services in the eyes of their customers and to attain high levels of customer satisfaction and loyalty. Due to the high customer welfare implications of financial services and the significant role of a bank’s sales employees in this regard, ethical sales behavior plays an important role as a source of customer satisfaction with a bank’s services and of loyalty to the bank. This study examines the dimensions of ethical behavior by bank employees and how they impact levels of customer satisfaction and loyalty. Moreover, the roles of perceived service quality and bank image are also examined, due to the salience of these constructs in the literature. Based on a thorough review of the literature, a conceptual model is developed and tested on a sample of retail banking customers of eight prominent banks in Egypt. The results show a significant impact of ethical sales behavior on b...
The main objective of this research is to identify and validate the factors that significantly in... more The main objective of this research is to identify and validate the factors that significantly influence customer loyalty during the complaint handling process in Egypt. The literature alludes to the effect of perceived justice of the complaint handling process on customer satisfaction and loyalty after the complaint. These relationships are tested and validated in the Egyptian context over ten different industries. The outcome of this research gives further validation to the finding of previous empirical studies in a novel context. The results will benefit Egyptian companies in different sectors to better handle customer complaints, as they will recognize the major variables that they should address
Islamic Perspectives on Marketing and Consumer Behavior: Planning, Implementation, and Control
The ultimate objective of this chapter is to provide a new conceptualization that encompasses Isl... more The ultimate objective of this chapter is to provide a new conceptualization that encompasses Islam as a religion, Islamic culture, and Islamic politics to provide both academicians and practitioners with a multidimensional understanding of interrelated factors in Islamic marketing. It illustrates how cultural factors and political associations intersect with Islamic teachings and rules to shape the Muslim consumer behaviors and decision-making process; consequently, business and marketing strategies aimed at targeting Muslim consumers are either threatened or reinforced.
This case study examines the past and present challenges facing Ariel, a long-time market leader ... more This case study examines the past and present challenges facing Ariel, a long-time market leader in the detergent sector in Egypt whose market share has started to slip. In particular, it examines the marketing strategies and performance of Ariel High Suds, which is witnessing a declining market share as well as a decline in the overall high-suds market due to fierce competition and the growing low-suds market in Egypt.
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Papers by Ahmed Tolba