Journal Article

Permanent URI for this collectionhttps://hdl.handle.net/10361/5694

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The strategy pyramid: strategic marketing analysis for developing countries
(© 1990 The Haworth Press, Inc., 1990) Andaleeb, Syed Saad; Gardner, David M.
Are low income economies destined to remain outstripped by the developed world in all aspects pertaining to standards of living? Are they constrained by their strategic stance? Improvements should eventually come as these countries engage in international market transactions. Entering the international market arena will, however, require overcoming a number of barriers this paper identifies these barriers at three distinct and yet interrelated levels these include structural barriers within the country, competitive barriers requiring attention to relations management, and market access barriers suggesting how to create demand pull situations through satisfying customer needs two strategic domains emerge by using the strategy pyramid as a framework for analyzing and overcoming the barriers these include product-market strategies and technology-industry strategies. The subcomponents of each of these strategic domains represent critical factors which the developing countries will need to address this will help them in formulating appropriate plans to facilitate international market transactions for improving their socioeconomic conditions.
Technical complexity and consumer knowledge as moderators of service quality evaluation in the automobile service industry
(© 1994 New York University., 1994) Andaleeb, Syed Saad; Basu, Amiya K.
The relationship between a customer's assessment of the service quality of an automobile service/repair facility and five factors—(1) perceived fairness of the facility and its personnel, (2) empathy, (3) responsiveness, (4) reliability, and (5) convenience—was examined. Perceived fairness was found to be an important determinant of service quality evaluation and its importance depended on the complexity of the task involved and the customer's knowledge of automobile repairs. In particular, when the task was complex and the customer did not feel knowledgeable, perceived fairness was found to be significantly more important than any of the other four factors.
Hospital advertising: the Influence of perceptual and demographic factors on consumer dispositions
(© 1994 MCB UP Limited, 1994) Andaleeb, Syed Saad
Examines the factors that influence consumer dispositions toward hospital advertising. Both perceptual and demographic variables were included in the analysis. The results suggest that when hospital advertisements are perceived as helpful and not adding to patients′ costs, consumers are likely to favor this marketing activity. With the exception of education, demographic factors did not have a significant effect on the dependent variable.
How consumers view hospital advertising
(© 1994 The Haworth Press, Inc., 1994) Andaleeb, Syed Saad
This paper examines consumer attitudes toward hospital advertising. The results do not support recent findings in other professional fields that consumers are favorably disposed toward this marketing activity. From a demographic perspective, there were differences in attitudes based on gender, age, and education. Income levels had no significant relationship with attitudes. However, consistent results were found on the relative proportion of consumers who were able to recall hospital advertisements. Mostly, they recalled hospital ads seen on TV and newspapers.
Physician attitudes toward pharmaceutical sales representatives
(© 1995 Aspen Publishers, Inc., 1995) Andaleeb, Syed Saad; Tallman, Robert R.
Physicians in northwestern Pennsylvania were surveyed to identify the factors that influenced their attitudes toward pharmaceutical sales representatives (PSRs). The results suggest that physicians' attitudes were influenced by the information and educational support they received from PSRs, selling techniques used by the PSRs to promote their products, and the volume of patients they saw.
Doctors' service orientation in public, private, and foreign hospitals
(© 2007 Emerald Group Publishing Limited., 2007) Andaleeb, Syed Saad; Siddiqui, Nazlee; Khandakar, Shahjahan
The purpose of this study is to propose a doctors' service orientation (DSO) scale and uses it to compare the services received in public, private and foreign hospitals in a developing country from the patient's perspective. Design/methodology/approach - The scale was derived from the service quality literature and qualitative research. A questionnaire was designed next. Data were collected from patients who had used the services of doctors in a hospital. Findings - The scale demonstrated appropriate psychometric properties. Two clear patterns emerge from the study results: on 10 out of 12 measures of doctors' service orientation, there was no significant difference in their perceived behaviors between public and private hospitals and foreign doctors were "always" rated significantly higher. Research limitations/implications - This study focused on one major city because of time and resource constraints. The findings are thus not generalizable to hospitals across the country. Also, because of translation and retranslation issues, the scale ought to be further tested for wider use. Originality/value - The scale may be used periodically in a comprehensive quality assurance program to exhort doctors to become more service oriented and to improve their performance over time.
Credibility of TV news in a developing country: the case of Bangladesh
(© 2012 AEJMC., 2012) Andaleeb, Syed Saad; Rahman, Anis; Rajeb, Mehdi; Akter, Nasrin; Gulshan, Sabiha
Television has recently experienced unprecedented expansion in Bangladesh. Given its popularity and influence, and with more people using it for their information, research on the credibility of TV news is warranted. Perceived independence of TV channels, their social role, source expertise, objectivity, and audiovisual quality were hypothesized to influence credibility perceptions of TV news. Based on factor analysis and multiple regression analysis, four of these five factors had a significant effect. Implications of TV news credibility in Bangladesh's development efforts are discussed.
Customer satisfaction with complaint resolution in the power sector in a developing economy
(© 2012 Taylor and Francis Group, LLC., 2012) Andaleeb, Syed Saad; Huda, S. S M Sadrul; Akhtar, Afsana; Dilshad, Segufta
Public services play a critical role in helping nations evolve into modern societies. The power sector is especially vital because of its profound influence on other sectors of the economy. Unfortunately, the power sector in Bangladesh has played almost a reverse role, being associated with rampant corruption, mismanagement, and unreliable service provision, thus depriving the clientele from needed services. About 80% of the subscribers have complained about service failures in the sector. This study examines the elements of postcomplaint satisfaction with customer service. Descriptive statistics reveal the "low quality" perception that subscribers harbor about the particular utility service. Multiple regression analysis suggests that providers' empathy had the greatest effect on customer satisfaction followed by assurance. Using the metrics suggested by this study, the article concludes how social control mechanisms can restore "service justice" to the legitimate customers and enhance their welfare by making the provider more effective as a customer-responsive organization.
Prospects and problems of medical tourism in Bangladesh
(© 2013 Baywood Publishing Co., Inc., 2013) Mamun, Muhammad Z.; Andaleeb, Syed Saad
The growing trend of Bangladeshi patients travelling abroad for medical services has led to some soul-searching in policy circles. While other countries of the Southeast Asia region are profiting from medical tourism, Bangladesh not only lags behind, it also loses patients to these countries in a continuous stream. This exodus for medical treatment is seemingly driven by the higher perceived quality of treatment abroad, despite the fact that similar treatment is available more cost-effectively within the country. Certainly the Bangladesh health care system is not without its problems, which have diminished the perception of quality in the sector. Thus, this study focuses on key factors for Bangladeshi health service providers to address. By doing so, they will be better able to develop the local health care sector and retain Bangladeshi patients within the country. Subsequently, by identifying strategic niches, Bangladesh could focus on delivering higher quality health care services to develop medical tourism and attract patients from abroad in specific categories of health care.
The structure of service quality perceptions for multiple-encounter services
(© 2013 Wolters Kluwer Health., 2013) Andaleeb, Syed Saad; Kara, Ali
The objective of this study was to examine a complex service environment-hospitals-to suggest how service quality could be reframed and measured for multiple-encounter service situations more effectively. SUBJECTS:: In this cross-sectional study, a sample of 371 patients completed the survey instrument. Service quality measures were guided by the literature but allowed to flow from the respondents at the preliminary stage. METHODS:: Confirmatory factor analysis, along with structural equation modeling, was used to test the hypothesized relationships among key actorsÊ performance metrics (KAPMs). RESULTS:: Patient satisfaction is significantly influenced by perceived service quality based on KAPMs. For multiple-encounter services, service quality dimensions and measures ought to be tied to KAPMs. CONCLUSIONS:: Primary actors-ie, doctors-need knowledge and skills about patient psychology, negotiation, handling difficult patients, and, importantly, "putting the customer first." Sensitivity training on such matters should be provided. The secondary actors are the nurses who have more frequent contact with the patients. Nurses need to be perceived as "patient advocates." Effective advocacy begins with prompt and caring services to build trust. The tertiary actors in their support role also ought to be integrated into becoming vital part of the service provided.
An examination of the effects of adaptive selling behavior and customer orientation on performance of pharmaceutical salespeople in an emerging market
(© 2013 The Author(s), SAGE Journals, 2013) Kara, Ali; Andaleeb, Syed Saad; Turan, Mehmet; Çabuk, Serap
The effects of salespeople's customer orientation and adaptive selling behavior on their performance have been frequently studied in the marketing literature. However, most of the studies were conducted in the developed world. Given the role that different cultural environments may play, the assumed relationships among the constructs need to be studied in different cultural contexts to explain performance. The objective of this study is to examine pharmaceutical salespersons' customer orientation and adaptive selling behavior on their performance in a different cultural environment. Using personal interviews, data were collected from Turkish pharmaceutical salespeople to examine the hypothesized relationships. Results indicate that customer orientation was significant in respect to sales performance, satisfaction, and adaptive selling behavior. Furthermore, adaptive selling behavior was significantly related to sales performance and customer orientation but not to satisfaction.
Explaining industrial importers' commitment from an emerging market perspective: theoretical and managerial insights
(© 2014 Emerald Group Publishing Limited, 2014) Saleh, Md Abu; Ali, Mohammed Yunus; Andaleeb, Syed Saad
This study seeks to provide insights concerning the predictors of industrial importers' commitment to their foreign suppliers in a relationship paradigm involving an emerging market. Design/methodology/approach: Integrating a review of the relevant importer-exporter and distributor-supplier relationship literature, a model of importer commitment was developed. Based on survey data obtained from industrial importers for an emerging market, CFA and SEM were employed to test the proposed theoretical model. Findings: The findings significantly support the theoretical framework and most of the hypothesized path relationships in the model. Predictors such as importers' knowledge significantly and positively influenced commitment through the intermediation of trust, supplier opportunism had a significant and negative effect on importer commitment, again through the intermediation of trust, and transaction-specific investment had a direct effect on industrial importers' commitment. Supplier's opportunistic inclinations did not have a significant direct effect on the commitment of the importers. Research limitations/implications: This research only considers the views of industrial importers that limits generalization. The sample size, constrained by the total number of industrial importers in the country examined, was also somewhat of a limiting factor concerning SEM modeling. Practical implications: This study suggests the factors that export managers need to consider in maintaining long-term relationship with their foreign buyers, while contributing to building the relationship through knowledge sharing and curbing opportunistic inclinations. Originality/value: This paper examines the antecedents of trust and commitment in industrial importer and foreign supplier relationships in the context of an emerging market. Based on the earlier literature on B2B exchanges, the role of importers' knowledge in driving commitment through the intermediation of trust offers new insights. This is particularly important because the importers are experiencing unprecedented growth opportunities. Considering their need to make decisions quickly and gain advantages from suppliers, will they remain committed to a particular supplier? Or will their commitment be strengthened by gaining knowledge of the supplier? The tested model offers unique insights.
The structure and measures of service quality perceptions for multiple-encounter services: a study of hospitals in Bangladesh
(© 2014 W. S. Maney & Son Ltd., 2014) Andaleeb, Syed Saad
This paper examines a complex multiple-encounter service environment – hospitals in a developing country – and suggests that service quality measures ought to be tied to key actors’ performance metrics. Based on face-to-face surveys of 400 hospital patients in Bangladesh and using structural equations modeling, our findings show that for multiple-encounter services, the three dimensions of service quality that emerged reflect key actors’ performance. We also corroborate, as a validation of our model, that there is a positive link between service quality and satisfaction, as well as between satisfaction and loyalty, reflecting a mediating role of patient satisfaction.
Television news in Bangladesh: intersection of market-oriented journalism and perceived credibility
(© 2014 AMIC/SCI-NTU.Routledge, 2014) Andaleeb, Syed Saad; Rahman, Anis
The television medium has occupied a dominant place in Bangladesh. With the unprecedented expansion of the television industry, questions are being raised about a palpable rise in market-oriented journalism (MOJ) in the country. This article examines the theoretical and empirical relationship between MOJ and credibility of TV news. Three surrogate factors of MOJ including independence, social role, and objectivity, along with TV news credibility are analyzed for insights. The findings suggest that there is a complex relationship between the two constructs. To improve the perception of credibility of TV news, our findings suggest an important role of public journalism as an alternative to MOJ.
A model of customer-centric banking practices for corporate clients in Bangladesh
(© 2016 Emerald Group Publishing Ltd., 2016) Andaleeb, Dr. Syed Saad; Rashid, Mamunur Harunur; Rahman, Quazi Akhlaqur
Customer-centric banking envisions that banks should meet both tangible and intangible satisfaction criteria of their customers. The purpose of this paper is to investigate the customer-centric banking practices that drive satisfaction of corporate customers in Bangladesh. Design/methodology/approach – Financial managers from a sample of 112 non-financial listed companies were interviewed. The study employed a structured questionnaire using Likert scales. Exploratory factor analysis followed by multiple regression analysis were used to test the effects of both tangible and intangible factors. Findings – The findings of the study indicate that customer-centric banking is primarily influenced by intangible factors. Among six bank selection criteria analyzed in this study, corporate image, commitment, compassion and consistency are the four significant intangible factors that drive corporate customer satisfaction. The two tangible factors: cost-benefit and convenience were not significant determinants of satisfaction for corporate clients. Research limitations/implications – For lack of sample frames and relative unavailability of corporate respondents, a non-probability sampling technique was used. The study contributes to the existing literature on customer-centric marketing, relationship marketing and bank selection by suggesting that there is a shift in banking needs among corporate clients in developing countries such as Bangladesh. Practical implications – The study contributes to a richer understanding of the customer-centric banking framework, suggesting the service strategies that banks ought to adopt. The results are especially important for developing countries that are experiencing a change in theoretical understanding of customer satisfaction in financial services. Originality/value – Now banks and policy makers can better strategize on building loyal corporate customers for banks, thereby ensuring healthy corporate banking relationship. Banks can also prioritize on the important intangible elements to focus on to satisfy corporate customers. Among other factors, technology adoption, training of corporate customer managers, and emphasizing customer-centric banking policies may help provide better services and obtain higher levels of customer satisfaction.
Dependence relations and the moderating role of trust: implications for behavioral intentions in marketing channels
(© 1995 Published by Elsevier Inc., 1995) Andaleeb, Syed Saad
This paper examines how the behavioral intentions of channel members are likely to be moderated by trust perceptions when dependence is high or low. An experimental research methodology using a 2 × 2 factorial design was employed in a contrived marketing channel. Data were collected in two stages; first from business-school students in a behavioral laboratory and subsequently from managers representing an array of firms. The results indicate the important role of trust in explaining intentions to cooperate, exert controls, and adopt a strong influence stance in a buyer-seller dyad. Dependence also influenced intent to corporate and willingness to adopt a strong stance but had no effect on intentions to exert controls.
Explaining the commitment of family planning fieldworkers in Bangladesh
(© 1996 Guttmacher Institute, 1996) Andaleeb, Syed Saad
Fieldworkers are a crucial component of the family planning program in Bangladesh; yet, the factors influencing fieldworkers' commitment--an important determinant of program effectiveness--have not previously been explored. Data from a 1993-1994 survey of 217 workers representing both government and nongovernmental organizations indicate that when fieldworkers have good relationships with coworkers and a high opinion of their supervisors' expertise, their level of commitment to the goals of the program is likely to be relatively high. When workers believe that their peers are motivated more by employment benefits than by a desire to help clients, their commitment declines. Surprisingly, income has a significant inverse effect on workers' level of commitment. Two client-related factors, being able to communicate effectively with clients and having good relationships with them, are also associated with increased levels of commitment.
An experimental investigation of satisfaction and commitment in marketing channels: the role of trust and dependence
(© 1996 Published by Elsevier Inc., 1996) Andaleeb, Syed Saad
This paper examines the independent and interactive effects of trust and dependence on satisfaction and commitment in a contrived dyadic exchange relationship. Trust and dependence were manipulated in a 2 × 2 factorial experiment. Data were obtained from a sample of 72 business executives. The findings indicate main effects of trust and dependence on satisfaction. For commitment, an interaction effect was found. Managerial implications of building trust in dependence relations are discussed.
Factors influencing customer trust in salespersons in a developing country
(© 1996 American Marketing Association, 1996) Andaleeb, Syed Saad; Anwar, Syed Ferhat
Research on trust is limited in the context of developing countries. Because of its importance in facilitating exchange, this study attempts to assess the determinants of customer trust in salespersons in a developing country. The theoretical model was derived from research conducted in the developed countries. Survey results indicate that salesperson attributes such as expertise, intent, and likability influenced customer trust in salespeople. Confidence in the organization represented by the salesperson also had a significant effect on customer trust. Customers' product knowledge did not influence their trust in salespeople. However, customers' generalized disposition to trust others did.
Relationships of physicians with pharmaceutical sales representatives and pharmaceutical companies: an exploratory study
(© 1996 Taylor & Francis Online, 1996) Andaleeb, Syed Saad; Tallman, Robert F.
Physicians were surveyed in Northwestern Pennsylvania to examine how they viewed their relationships with pharmaceutical sales representatives (PSR) and the pharmaceutical industry. Physicians viewed the PSR as an important source of information, but felt that they could get needed information from other sources without the PSR's assistance. Physicians also had friendly relationships with the PSRs and did not distrust them, but they did not view PSRs as a vital part of their practice. Samples and gifts provided by the pharmaceutical companies were not viewed as vital to gaining access to physicians. However, the financial support the companies provided for continuing medical education was seen as vital. The selling approaches used by PSRs was not considered manipulative, nor were PSRs thought to be perceived negatively by the medical community. A majority of the physicians said they would accept honoraria for delivering lectures to pharmaceutical companies. Twenty-five percent of the responding physicians also owned stock in pharmaceutical companies.

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