Management:Journal of Sustainable Business and Management Solutions in Emerging Economies, 2021
Research question: This study aims to propose and empirically examine a relationship quality mode... more Research question: This study aims to propose and empirically examine a relationship quality model in a grocery retail setting in Serbia. Motivation: Whereas relationship quality has been extensively studied in B2B settings and in developed economies, far less research attention has been devoted to the formation and effects of relationship quality in B2C exchange relations in developing economies. This especially holds true for Eastern Eupean emerging economies and the present research aims to fill this gap. Idea: Building upon previous research in service settings, this study proposes customer orientation as an antecedent to relationship quality, comprising relationship satisfaction, customer trust and commitment to a retailer, and attitudinal and behavioural loyalty as consequences of relationship quality. Data: The study has been performed on a convenience sample of 453 grocery retail customers in Serbia, by means of structured questionnaire. Tools: Upon supporting constructs’ va...
Food market has changed dramatically over past decades. Whereas in the past consumers faced probl... more Food market has changed dramatically over past decades. Whereas in the past consumers faced problems with food availability and quantity, today they are more concerned with its qualitative side. Milk, Slovak traditional foodstuff, is now experiencing the declining consumer interest. Regarding this, the main aim of the article is to examine the importance and influence of quality attributes on Slovak consumers when purchasing milk. For accomplishing this, a quantitative consumer survey was arranged. Its results showed that to the group of top five most important quality attributes belonged healthiness, freshness, sensory appeals, processing and fat; and a presence of at least two dependencies in relation to age, gender, income and education individually was confirmed. This creates a valuable basis for the value concept development, segmentation, targeting and positioning projection, product strategy modification and innovation and segmentation and marketing mix strategy creation.
... The first one combines constructivistic position according to George Kelly and Rasch´s and mo... more ... The first one combines constructivistic position according to George Kelly and Rasch´s and model the second one was optimal scaling of SST. We decided to choose the second one. ... [19]GUMMERSON, E. Relationship Marke-ting and Imaginary Organisations: A Synthe-sis. ...
In increasingly competitive business environment the issue of service customer loyalty, its deter... more In increasingly competitive business environment the issue of service customer loyalty, its determinants and their relative impact on customers' future behavior have been gaining rising prominence among Services Marketing researchers and practitioners. Despite ample empirical evidence pointing out to service quality, customer satisfaction, perceived value as the main drivers of customer loyalty and numerous examinations of their interrelatedness and relative impact on customer behavioral intentions, vast majority of previous studies have been conducted in the U.S. and western country context, whereas developing economies have largely been neglected. This especially pertains to Serbia and its increasingly competitive retailing industry. Therefore the overriding objective of this paper is to examine complex interrelationships among service quality, satisfaction, value and their relative impact on customer behavioral intentions in Serbian grocery retail context. In line with freque...
In the context of highly competitive global markets, changing customer needs, increasing dynamics... more In the context of highly competitive global markets, changing customer needs, increasing dynamics of business environment, growing quality of products and the other factors managers try to identify and apply the most suitable and effective theories whose enforcement will lead to superior performance. Market orientation is a concept that has appeared as a significant predictor of business performance and has presumed to ensure competitive advantage. The degree of market orientation differs from one business to another. In fact, the extent of market-oriented behaviour in business is affected by internal determinants and environment. Therefore, we focus our attention on studying various factors forming market-oriented behaviour. The aim of this article is to examine the impact of internal determinants and environment on market orientation of businesses from foodstuff industry in Slovakia. This study is a part of complex research which was focused on investigating the relationship betwe...
International Review of Management and Marketing, 2015
In today’s highly informed, competitive and saturated market, a key to success of any business de... more In today’s highly informed, competitive and saturated market, a key to success of any business depends on knowing consumer and his consumption patterns and recognizing and understanding factors influencing his decision-making for the purpose of developing an attractive offer of products, supporting services, communication means and other marketing tools that would fit like a glue to customer’s needs. Study of consumer behaviour belongs to a group of very wide and strong subjects of marketing attention and its examination requires ongoing approach. Milk, as one category of dairy products, belongs to the group of basic daily-consumed products characterized by relatively high purchase frequency. On the other hand, its production and consumption is experiencing certain negative trend in Slovakia what inevitably calls for a scientific attention and examination in order to reverse this unfavourable development having a negative impact on the milk companies in Slovakia. Therefore, we focus...
International Review of Management and Marketing, 2014
The conceptualization of consumer ethnocentrism is inferred from the general concept of ethnocent... more The conceptualization of consumer ethnocentrism is inferred from the general concept of ethnocentrism which assumes that ethnocentrism starts with the culture into which an individual is born. Over time, the individual will accept the values and behaviour of this particular culture as a norm. However, when the individual becomes aware of other cultures with different values and behaviours, there develops the need of belonging and identification with own culture rather than that of others. When analysing the consumer ethnocentrism, it is also essential to examine whether consumer ethnocentrism operates uniformly across all consumers or there exist some specific factors moderating their ethnocentric tendencies. A lot of studies researching these issues can be found in various cultural contexts, however in Slovakia we found certain gap since there is just a few of them. The aim of the paper is to investigate the level of consumer ethnocentricity of Slovak consumers in general and with ...
ABSTRACT: The paper addresses the issue of higher education service quality measurement and stres... more ABSTRACT: The paper addresses the issue of higher education service quality measurement and stresses the need of devising psychometrically as well as diagnostically sound measurement instruments, suitable to the context being investigated. The study builds upon the SERVQUAL scale, the inventory successfully tried and tested across a broad spectrum of service industries. Notwithstanding significant resemblance with the original five dimensions of service quality, research findings indicate six-dimensional structure of the construct of higher education service quality. Study performed on a sample of Engineering Management students reveals perceptions falling short of expectations across all of the determinants of service quality. The largest negative gap between students ’ perceptions and expectations has been discovered concerning the potential for future career development, whereas research findings indicate the same dimension to be the most important predictor of students ’ future ...
The article presents chosen results of the internat io l research project “Relationship marketing... more The article presents chosen results of the internat io l research project “Relationship marketing of micro and small enterprises along with territorial self-governments – comparative research”, and is focused on evalua tion of relationship marketing in local self-government of fices in Slovak Republic – Banská Bystrica region. Based on the theoretical and practical issue the article deals w ith the importance and quality of the relationship marketing in the local self-governments. The aim of the article is t o present and compare importance and quality (throu gh its cognitive and emotional aspects) of relationships a mong local self-government offices and particular s t keholders. We used standard research methods of questioning an d a specific method semantic selection test. Know ledge about these relationships can serve as a base for future improvements leading to better co-operation.
ABSTRACT The moderate growth in US and European markets coupled with an increasing demand for lux... more ABSTRACT The moderate growth in US and European markets coupled with an increasing demand for luxury goods in emerging economies such as Brazil, Russia, India, and China lead to a substantial growth in the global market for luxury goods. Reaching consumers all over the world across national and cultural borders, the luxury sector is according to Bain & Company expected to grow by 10 percent in 2013.
Management:Journal of Sustainable Business and Management Solutions in Emerging Economies, 2021
Research question: This study aims to propose and empirically examine a relationship quality mode... more Research question: This study aims to propose and empirically examine a relationship quality model in a grocery retail setting in Serbia. Motivation: Whereas relationship quality has been extensively studied in B2B settings and in developed economies, far less research attention has been devoted to the formation and effects of relationship quality in B2C exchange relations in developing economies. This especially holds true for Eastern Eupean emerging economies and the present research aims to fill this gap. Idea: Building upon previous research in service settings, this study proposes customer orientation as an antecedent to relationship quality, comprising relationship satisfaction, customer trust and commitment to a retailer, and attitudinal and behavioural loyalty as consequences of relationship quality. Data: The study has been performed on a convenience sample of 453 grocery retail customers in Serbia, by means of structured questionnaire. Tools: Upon supporting constructs’ va...
Food market has changed dramatically over past decades. Whereas in the past consumers faced probl... more Food market has changed dramatically over past decades. Whereas in the past consumers faced problems with food availability and quantity, today they are more concerned with its qualitative side. Milk, Slovak traditional foodstuff, is now experiencing the declining consumer interest. Regarding this, the main aim of the article is to examine the importance and influence of quality attributes on Slovak consumers when purchasing milk. For accomplishing this, a quantitative consumer survey was arranged. Its results showed that to the group of top five most important quality attributes belonged healthiness, freshness, sensory appeals, processing and fat; and a presence of at least two dependencies in relation to age, gender, income and education individually was confirmed. This creates a valuable basis for the value concept development, segmentation, targeting and positioning projection, product strategy modification and innovation and segmentation and marketing mix strategy creation.
... The first one combines constructivistic position according to George Kelly and Rasch´s and mo... more ... The first one combines constructivistic position according to George Kelly and Rasch´s and model the second one was optimal scaling of SST. We decided to choose the second one. ... [19]GUMMERSON, E. Relationship Marke-ting and Imaginary Organisations: A Synthe-sis. ...
In increasingly competitive business environment the issue of service customer loyalty, its deter... more In increasingly competitive business environment the issue of service customer loyalty, its determinants and their relative impact on customers' future behavior have been gaining rising prominence among Services Marketing researchers and practitioners. Despite ample empirical evidence pointing out to service quality, customer satisfaction, perceived value as the main drivers of customer loyalty and numerous examinations of their interrelatedness and relative impact on customer behavioral intentions, vast majority of previous studies have been conducted in the U.S. and western country context, whereas developing economies have largely been neglected. This especially pertains to Serbia and its increasingly competitive retailing industry. Therefore the overriding objective of this paper is to examine complex interrelationships among service quality, satisfaction, value and their relative impact on customer behavioral intentions in Serbian grocery retail context. In line with freque...
In the context of highly competitive global markets, changing customer needs, increasing dynamics... more In the context of highly competitive global markets, changing customer needs, increasing dynamics of business environment, growing quality of products and the other factors managers try to identify and apply the most suitable and effective theories whose enforcement will lead to superior performance. Market orientation is a concept that has appeared as a significant predictor of business performance and has presumed to ensure competitive advantage. The degree of market orientation differs from one business to another. In fact, the extent of market-oriented behaviour in business is affected by internal determinants and environment. Therefore, we focus our attention on studying various factors forming market-oriented behaviour. The aim of this article is to examine the impact of internal determinants and environment on market orientation of businesses from foodstuff industry in Slovakia. This study is a part of complex research which was focused on investigating the relationship betwe...
International Review of Management and Marketing, 2015
In today’s highly informed, competitive and saturated market, a key to success of any business de... more In today’s highly informed, competitive and saturated market, a key to success of any business depends on knowing consumer and his consumption patterns and recognizing and understanding factors influencing his decision-making for the purpose of developing an attractive offer of products, supporting services, communication means and other marketing tools that would fit like a glue to customer’s needs. Study of consumer behaviour belongs to a group of very wide and strong subjects of marketing attention and its examination requires ongoing approach. Milk, as one category of dairy products, belongs to the group of basic daily-consumed products characterized by relatively high purchase frequency. On the other hand, its production and consumption is experiencing certain negative trend in Slovakia what inevitably calls for a scientific attention and examination in order to reverse this unfavourable development having a negative impact on the milk companies in Slovakia. Therefore, we focus...
International Review of Management and Marketing, 2014
The conceptualization of consumer ethnocentrism is inferred from the general concept of ethnocent... more The conceptualization of consumer ethnocentrism is inferred from the general concept of ethnocentrism which assumes that ethnocentrism starts with the culture into which an individual is born. Over time, the individual will accept the values and behaviour of this particular culture as a norm. However, when the individual becomes aware of other cultures with different values and behaviours, there develops the need of belonging and identification with own culture rather than that of others. When analysing the consumer ethnocentrism, it is also essential to examine whether consumer ethnocentrism operates uniformly across all consumers or there exist some specific factors moderating their ethnocentric tendencies. A lot of studies researching these issues can be found in various cultural contexts, however in Slovakia we found certain gap since there is just a few of them. The aim of the paper is to investigate the level of consumer ethnocentricity of Slovak consumers in general and with ...
ABSTRACT: The paper addresses the issue of higher education service quality measurement and stres... more ABSTRACT: The paper addresses the issue of higher education service quality measurement and stresses the need of devising psychometrically as well as diagnostically sound measurement instruments, suitable to the context being investigated. The study builds upon the SERVQUAL scale, the inventory successfully tried and tested across a broad spectrum of service industries. Notwithstanding significant resemblance with the original five dimensions of service quality, research findings indicate six-dimensional structure of the construct of higher education service quality. Study performed on a sample of Engineering Management students reveals perceptions falling short of expectations across all of the determinants of service quality. The largest negative gap between students ’ perceptions and expectations has been discovered concerning the potential for future career development, whereas research findings indicate the same dimension to be the most important predictor of students ’ future ...
The article presents chosen results of the internat io l research project “Relationship marketing... more The article presents chosen results of the internat io l research project “Relationship marketing of micro and small enterprises along with territorial self-governments – comparative research”, and is focused on evalua tion of relationship marketing in local self-government of fices in Slovak Republic – Banská Bystrica region. Based on the theoretical and practical issue the article deals w ith the importance and quality of the relationship marketing in the local self-governments. The aim of the article is t o present and compare importance and quality (throu gh its cognitive and emotional aspects) of relationships a mong local self-government offices and particular s t keholders. We used standard research methods of questioning an d a specific method semantic selection test. Know ledge about these relationships can serve as a base for future improvements leading to better co-operation.
ABSTRACT The moderate growth in US and European markets coupled with an increasing demand for lux... more ABSTRACT The moderate growth in US and European markets coupled with an increasing demand for luxury goods in emerging economies such as Brazil, Russia, India, and China lead to a substantial growth in the global market for luxury goods. Reaching consumers all over the world across national and cultural borders, the luxury sector is according to Bain & Company expected to grow by 10 percent in 2013.
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Papers by Janka Petrovicova