Journal of Business & Retail Management Research最新文献

{"title":"The Effects of Social Media Marketing Antecedents on Social Media Marketing, Brand Loyalty and Purchase Intention: A Customer Perspective","authors":"Bader M. A. Almohaimmeed","doi":"10.24052/jbrmr/v13is04/art-13","DOIUrl":"https://doi.org/10.24052/jbrmr/v13is04/art-13","url":null,"abstract":"The aim of this study was to explore the effects of the antecedents of social media marketing, brand loyalty and purchase intention. Furthermore, the study aims at investigating the effect of social media marketing on brand loyalty and purchase intention. Finally, the study seeks to identify the effect of brand loyalty on purchase intention. In order to achieve the study objectives, a questionnaire was developed based on prior literature and a sample of customers consisting of 500 participants was selected in order to collect the required data. The model of the study was developed theoretically and then tested using structural equation modeling. The results confirmed that social media antecedents significantly affect three constructs: social media marketing, brand loyalty and customer purchase intention. In line with numerous previous studies, the results indicated that social media marketing significantly affects both brand loyalty and customer purchase intention. Finally, the findings showed that brand loyalty has a significant effect on customer purchase intention. Based on these results, it was concluded that organizations should pay more attention to the antecedents of social media marketing since it has direct effects on social media marketing application, brand loyalty and customer purchase intention. Despite the importance of these results, the study is still limited to measurements used to evaluate constructs, since these measurements were built on a small number of indicators, its cross-sectional design and a little number of antecedents being explored. Considering these limitations in the future might reveal different results. However, since the effect degree of social media marketing application is greater than the degree of the same construct on brand loyalty and purchase intention, social marketing application was not approved to play a mediating role between theses constructs. Hence, the major contribution of this study is that social media antecedents are no less important than the application of social media marketing itself. In other words, for organizations to ensure an effective application of social media marketing, an eye on its antecedents would bring the benefits of social media marketing into the light, which, in turn, would affect brand loyalty and customer purchase intention. Corresponding author: Bader Almohaimmeed Email addresses of the corresponding author: bmam@qu.edu.sa First submission received: 16th September 2018 Revised submission received: 1st December 2018 Accepted: 28th December 2018 Introduction A new tool of communication was introduced in the early 2000s, which became widely known as social media. The main feature of this tool is interaction among users (Singh & RatnaSinha, 2017). Therefore, it is regarded as a tool that has the greatest influence on organizations communication with customers and the public (Parveen, 2012). In fact, one of the most important drivers for organizations to utilize social med","PeriodicalId":236465,"journal":{"name":"Journal of Business & Retail Management Research","volume":"56 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2019-02-07","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"117036610","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"The Impact of Human Resources Development Mechanisms on Building Teamwork","authors":"Nadera Hourani","doi":"10.24052/jbrmr/v13is04/art-11","DOIUrl":"https://doi.org/10.24052/jbrmr/v13is04/art-11","url":null,"abstract":"Purpose of the Paper: This study aimed to explore the impact of human resources development mechanisms on building teamwork. Design/Methodology: The study has used the descriptive analytical approach, where a questionnaire was employed as the study instrument. The questionnaire consisted of (3) demographic variables and (25) items that were put together to measure the impact of human resources development mechanisms on building teamwork. The study population consisted of all male and female employees that work at five-star hotel chains in the Jordanian capital Amman, which amounts to (15) hotels up until the end of 2017, while the sample of the study consisted of (339) male and female employees, which was chosen using the stratified proportional random sample. (355) questionnaires were distributed; only (346) of them were retrieved, where the loss amounted to (9), and (7) questionnaires were excluded due to their invalidity for analysis. Findings: The results showed that there is an impact of human resources development mechanisms and its variables (learning, performance appraisal, performance rewards) on building teamwork at (α ≤ 0.05). Practical Implications and Originality Statement: This study will be beneficial for the hotel chains in Amman in general, and for five-star hotel chains in the Jordanian capital Amman and its affiliations in specific. This study can motivate the hotel chains in Jordan to design an accurate strategy that might help them increase the teamwork among their employees. The researcher certifies that the intellectual content of this paper is the product of her own work and that it has not been submitted elsewhere. The researcher also certifies that all the assistance received in preparing it as well as sources have been acknowledged. Corresponding author: Nadera Hourani Email addresses for the corresponding author: fgunawan@binus.edu First submission received: 16th April 2018 Revised submission received: 24th July 2018 Accepted: 30th August 2018 Introduction Human resources are considered one of the most important factors of production and assets of an organisation; it is needed in order to develop the competences of the staff, and is involved with all the managerial decisions and practices that have a direct effect on the human resources of an organisation (Solkhe and Chaudhary, 2011). Human resource development in a business is the sub-system of the human resource management; it is concerned with providing a supportive atmosphere that allows employees to improve their skills for the sake of the company’s benefit on one hand, and for themselves on the other. In other words, human resource development mechanisms can be referred to as the various tools used to develop the personnel of the employees of a company (Saraswathi, 2010). Human resource development can also be referred to as a constant process that aims to ensure the development of employees’ abilities, vitality, motivation, and efficiency. In an organisational c","PeriodicalId":236465,"journal":{"name":"Journal of Business & Retail Management Research","volume":"90 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2019-02-07","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"132486444","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Multidimensional ROC model - rationalism, constructivism and optimism for strategic decision process in international environment","authors":"Padmakali Banerjee, Debasis Bhattacharya","doi":"10.24052/JBRMR/V13IS04/ART-23","DOIUrl":"https://doi.org/10.24052/JBRMR/V13IS04/ART-23","url":null,"abstract":"Contemporary dynamics of global geopolitical and economic interdependence have been witnessing a growing trend of integration of various schools of thoughts with an endeavor of seeking interconnections for meaningful understanding of complex world developments. Inter-disciplinary research has become profoundly important for connecting with mainstream theoretical discussions across social sciences and humanities. Various traditional paradigms of international relations can be analyzed in a holistic manner by forging convergence, the so-called layering process, to explain political process realistically. In this context it is imperative to comprehend two well-established mainstream international relations concepts of Rationalism and Constructivism by connecting the missing links that are ingrained in behavioral traits of political actors and their Optimism for making a holistic understanding of strategic political decision process. This paper attempts to configure the interconnections between the powerful traditional theories pertaining to Rationalism and Constructivism in the domain of international relations with the dynamics of Optimism and psycho-dimensional behavioral traits of political actors. Analyzing the various tenets of theoretical foundations and their practical implications in international relations in an interdisciplinary framework, this paper introduces an innovative and adaptable multidimensional ROC (Rationalism – Optimism – Constructivism) Model to meaningfully explain the complexities involved in strategic political decision process.","PeriodicalId":236465,"journal":{"name":"Journal of Business & Retail Management Research","volume":"1 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2019-02-07","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"130909026","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"The effect of strategic performance measures and market orientation on a firm’s performance","authors":"M. Dahlan, Y. Yuliansyah, Maryani Maryani, A. I. A. Shikhy","doi":"10.24052/jbrmr/v13is04/art-15","DOIUrl":"https://doi.org/10.24052/jbrmr/v13is04/art-15","url":null,"abstract":"This study investigates the effect of strategic performance measures (SPM) on a firm’s performance in the service sector with and without the mediating effect of market orientation (MO).We analyse 107 data points with structural equation modellingSmartPLS. The results show that to use SPM has a positive effect on a firm’s performance, both directly and indirectly through the mediator of MO (customers).We do not involve MO (competitors), a completely different dimension.In addition, using the Sobel test We find that MO (customers) fully mediates the relationship between SPM and a firm’s performance. This research confirms that a firm does better when it consistently fulfils its customers’ needs and thus gains a sustainable competitive advantage. Previous studies of MO by management accounting researchers did not fully recognise the effect of the mediation. Corresponding author: Yuliansyah Yuliansyah Email addresses for the corresponding author: yuliansyah@feb.unila.ac.id First submission received: 23rd April 2018 Revised submission received: 25th July 2018 Accepted: 10th September 2018 Introduction The essence of business strategy is how ‘a company creates value for customers and differentiates itself from competitors in the marketplace’ (Simons, 2000, p. 6). In order to gain a sustainable competitive advantage, an organization should seek potential markets that differentiate it from its competitors. Such orientation may enable the organization to acquire a long-term competitive advantage with subsequently improved performance (Zhou, Brown, & Dev, 2009). However, market orientation (MO) has been investigated more in the marketing literature (e.g. Narver & Slater, 1990; Slater & Narver, 1995), than in management accounting (see: Cadez & Guilding, 2008; Guilding & McManus, 2002). For instance, Cadez and Guilding (2008, p. 841) note that ‘the inclusion of MO [...] was also partially motivated by a lack of recognition given to the construct by accounting researchers.’ This acknowledged gap motivates us to investigate the extent to which MO mediates the relationship between strategic performance measures (SPM) and performance. More specifically, using similar data in the Indonesian financial institutions, I rely on integrative strategic performance measurement as our SPM construct. We hypothesise that the use of SPM can enhance MO, in turn leading to improved performance. This belief is based on the fact that SPM generates a continuous flow of relevant information to achieve strategic goals, and to facilitate improvement when an organisation is in difficulties. Some scholars note that MO, too, is a process to generate information and sustainably to improve performance (Cravens, Greenley, Piercy, & Slater, 1997; Kumar, Jones, Venkatesan, & Leone, 2011; Slater & Narver, 1995) Journal of Business and Retail Management Research (JBRMR), Vol. 13 Issue 4 July 2019 www.jbrmr.com A Journal of the Academy of Business and Retail Management (ABRM) 169 In addition","PeriodicalId":236465,"journal":{"name":"Journal of Business & Retail Management Research","volume":"37 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2019-02-07","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"128220938","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Exploring the innovative financing techniques of motor vehicle dealerships","authors":"S. Makgopa","doi":"10.24052/jbrmr/v13is04/art-16","DOIUrl":"https://doi.org/10.24052/jbrmr/v13is04/art-16","url":null,"abstract":"Motor vehicle dealership are confronted with an excessive competition and are resorting on innovative techniques to retain customers. The purpose of this paper is to identify different innovative financing techniques being adopted by motor vehicle dealership. A qualitative research method was used to address the research purpose of this paper. A content data analysis was followed in analysing the primary data gathered during the study. The findings of this paper uncovered that different innovative financing techniques are used by motor vehicle dealerships in an attempt to remain competitive. Recommendations to the managers of motor vehicle dealerships and future research directions are provided in this paper. Corresponding author: Sipho Makgopa Email addresses for the corresponding author: makgoss@unisa.ac.za First submission received: 5th February 2018 Revised submission received: 15th July 2018 Accepted: 10th September 2018","PeriodicalId":236465,"journal":{"name":"Journal of Business & Retail Management Research","volume":"35 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2019-02-07","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"115722477","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Factors influencing trust in university websites: A survey amongst Generation Y students in South Africa","authors":"M. V. Deventer, H. lues","doi":"10.24052/JBRMR/V13IS04/ART-14","DOIUrl":"https://doi.org/10.24052/JBRMR/V13IS04/ART-14","url":null,"abstract":"Considering the growing number of Generation Y students enrolled at South African higher education institutions (HEIs), and university websites primarily being the first point of reference in sourcing and evaluating information about the university and the courses offered, as well as Generation Y students’ scepticism about marketing tactics and their low trust propensity, it is imperative to understand the factors that influence this generation’s trust in university websites. As such, the purpose of this study was to determine the influence of perceived system and information quality on Generation Y students’ trust in university websites within the South African context. A single cross-sectional and descriptive research design was followed in this study. A self-administered questionnaire was designed to collect data from a convenience sample of 319 Generation Y students registered at two Gauteng-based South African HEI campuses. The methods used to analyse the data included descriptive statistics, Pearson’s product-moment correlation analysis, reliability measures, regression analysis and collinearity diagnostics. The findings of the study suggest that Generation Y students’ perceived information and system quality of university websites has a significant positive influence on their perceived trust in university websites. Insights gained from this study can assist universities in devising appropriate strategies that will foster trust in their website, thereby paving the way forward for an increased number of visitors and student enrolments. Corresponding author: Marko van Deventer Email addresses for the corresponding author: Marko.VanDeventer@nwu.ac.za First submission received: 19th June 2018 Revised submission received: 30th August 2018 Accepted: 3rd November 2018 Introduction The 21st century’s digital technologies, such as the internet and its supporting tools, are continuously introducing new ways in which organisations and people interact (Ganiyu, Mishra, Elijah & Gana, 2017). These technologies, in general, and websites, in particular, provide an organisation with the opportunity to tap into global markets, reach a larger audience, communicate with its stakeholders, as well as improve the operational efficiency and image of the organisation (Ganiyu et al., 2017; Mentes & Turan, 2012). As such, websites are an essential tool for surviving in both the highly competitive local and global markets (Mentes & Turan, 2012). Approximately two billion websites are available on the Internet and more are developed on a daily basis, which demonstrates that more organisations, including universities, recognise the importance of having a well-developed website (InternetLiveStats, 2018). For universities, websites serve as a valuable communication tool (Bairamzadeh & Bolhari, 2010) and are considered the source most used to access university-related content (Buang et al., 2016). Therefore, universities are increasingly dependent on their websites to func","PeriodicalId":236465,"journal":{"name":"Journal of Business & Retail Management Research","volume":"24 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2019-02-07","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"127196262","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Measurement, validity, and dimensionality of Jennifer Aaker’s brand personality scale for a mobile telephone brand in a developing country","authors":"P. Kiriri","doi":"10.24052/JBRMR/V13IS04/ART-07","DOIUrl":"https://doi.org/10.24052/JBRMR/V13IS04/ART-07","url":null,"abstract":"","PeriodicalId":236465,"journal":{"name":"Journal of Business & Retail Management Research","volume":"8 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2019-02-07","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"126645639","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"The development of a structural equations model for the factors that influence effectiveness in public transportation schedule management","authors":"Namchoke Somapa, O. Suwunnamek","doi":"10.24052/jbrmr/v13is03/art-19","DOIUrl":"https://doi.org/10.24052/jbrmr/v13is03/art-19","url":null,"abstract":"This research study aimed to examine the development and testing of consistency for a model designed to evaluate the structure of effectiveness in public transportation schedule management using radio frequency identification (RFID) technology in Thailand. The public transportation system is very important to Thailand’s development, especially with regards to socio-economic aspects. This study used a quantitative research methodology and quantitative analysis to obtain the results. The participants comprised 320 RFID industrial entrepreneurs in Thailand selected by stratified random sampling, and the distributed questionnaires were analyzed using structural equation analysis. The research found that the testing of the structural relationship showed the effectiveness of public transportation by using RFID in Thailand. The consistency of the model was analyzed by chi-square =χ2 /df=1.348 GFI=0.972 AGFI=0.947 CFI=1.00 RMSEA=0.033 to show that the model was consistent with the empirical data. This research study indicated that the business environment is an important factor that influences public transportation management in Thailand by using RFID to manage transportation systems, which would reduce production costs in business, operating hours, transportation time, and also enable observation of real-time operating hours and application of the system to develop production and other operating systems. Corresponding author: Namchoke Somapa Email address for corresponding author: namchokekmitl@gmail.com First submission received: 1st May 2018 Revised submission received: 5th July 2018 Accepted: 12th August 2018 Background and Significance of the Problem Nowadays, applying new technology; such as, Internet-capable devices to mass transportation and public transportation systems can enhance support and service users to have more convenience, security and confidence in using the provided services. This concept supports the organizational objective of applying radio frequency identification (RFID), which is a well-known and universal technology for the management of business and activities of daily living at the present time. Moreover, RFID can be applied to various business and industry activities; such as, retail, wholesale, production, the supply chain, security and access control, barcode replacement, biological records, and animal tracking among others. RFID is an electronic data record system that is able to calculate and enhance the safety of information as well as enable the transfer of information with electronic magnetic waves instead of physical attachment. Accordingly, this increases convenience and reduces the steps of storing and checking the data in the original documents. The use of information technology is accepted by individuals and organizations as a way to analyze human behavior and as an option for describing attention as well as forecasting human behavior in the acceptance of information technology (Chaveesuk and Wongjaturaphat, 2012","PeriodicalId":236465,"journal":{"name":"Journal of Business & Retail Management Research","volume":"1 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2019-01-04","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"130133905","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Investigating the usage of social customer relationship management (SCRM) and its impact on firm performance in the mobile telecommunication services: Egypt case","authors":"Heba El Mehelmi, H. Sadek","doi":"10.24052/jbrmr/v13is03/art-25","DOIUrl":"https://doi.org/10.24052/jbrmr/v13is03/art-25","url":null,"abstract":"PurposeThe purpose of this study is to investigate the usage of social customer relationship management (SCRM) and its impact on firm performance in the telecommunication industry particularly the mobile services in Egypt. Design/methodology/approachThis study used qualitative approach, which consists of semistructured interviews. Twelve semistructured interviews were conducted with the top management level from the four existing mobile operators in Egypt namely Vodafone, Orange, Etisalat and We. Data collected were analysed by using themed analysis. FindingsIt has been found that SCRM is a crucial tool for keeping long term relationships with customers which in turn affect the firm performance in terms of Growth and profitability in the Egyptian mobile telecommunication services. Originality/valueThis study contributes to the body of knowledge by providing insights and explanations regarding the extent to which the mobile operators use SCRM and how it affects their firm performance in Egypt, as one of the developing countries. Additionally, this study offers guidelines to the service providers particularly the mobile operators with valuable visions into the development of effective SCRM to be able to achieve a sustainable competitive advantage. Corresponding author: Heba Sadek Email addresses for the corresponding author: hebahassan@aast.edu First submission received: 23rd May 2018 Revised submission received: 22nd August 2018 Accepted: 19th September 2018 Introduction In today’s business environment, firms face remarkable challenges due to several aspects, including severe market competition, fast technological developments, unpredictable changes in customers’ preferences and trends (Elena, 2016). For this reason, keeping satisfied customers is considered the most crucial elements that leads to higher firm performance (Charoensukmongkol and Sasatanun, 2017). To attain this objective, firms must focus on managing customers’ relationships by understanding their needs and wants to be able to adjust the products (goods/services) to meet or surpass customers’ expectations (Trainor, Andzulis, Rapp and Agnihotri, 2014). Specifically, the marketing practice recognized as customer relationship management (CRM) is recommended to support firms to attain this objective (Wang and Kim, 2017). CRM has been defined in several ways reflecting numerous viewpoints (Iriana and Buttle, 2006). The majority of CRM definitions are based on the collection and use of customer data for specific customer-focused activities (Xu and Walton, 2005). Based on Peppers and Rogers (2011) the CRM activities are classified into four processes. First the identification which includes the collection of customer information, second the differentiation that aims to segment customers into groups according to Journal of Business and Retail Management Research (JBRMR), Vol. 13 Issue 3 April 2019 www.jbrmr.com A Journal of the Academy of Business and Retail Management (ABRM) 283 their need","PeriodicalId":236465,"journal":{"name":"Journal of Business & Retail Management Research","volume":"97 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2019-01-04","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"132848066","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"The influence of loyalty programs on South African Youth’s repeat purchase behaviour","authors":"Siphiwe N. Dlamini, N. Chinje","doi":"10.24052/JBRMR/V13IS03/ART-21","DOIUrl":"https://doi.org/10.24052/JBRMR/V13IS03/ART-21","url":null,"abstract":"Despite the substantial interest in loyalty programs amongst marketing scholars and professionals, few studies have been conducted amongst the youth within emerging markets. The purpose of the study was to examine the mediating influence of customer satisfaction, trust, and commitment on the relationship between loyalty programs and repeat purchase behaviour of a group of South African youth. The methodology involved a self-administrated questionnaire adapted from previous similar studies. Data were collected from 263 South African young people between the ages of 18 and 24 who were retail loyalty program members. The study tested six hypotheses using Structural Equation Modeling. The software used was SPSS 22 for descriptive statistics and IBM Amos 22. The findings indicate that all hypotheses were supported. They also suggest the significance of customer satisfaction as a strong mediator of loyalty programs and repeat purchase behaviour. Moreover, the study reveals that the mediating influence of customer commitment on loyalty programs and repeat purchase behaviour was the weakest influence. The findings revealed that, by building customer satisfaction and customer trust amongst the youth, the potential for marketers to positively impact on the success of loyalty programs and repeat purchase behaviour is high. This paper makes a valuable contribution to the literature on loyalty programs amongst youth within a developing market context. Corresponding author: Siphiwe Dlamini Email address for corresponding author: Siphiwe.dlamini@uct.ac.za First submission received: 2nd October 2018 Revised submission received: 18th January 2019 Accepted: 25th January 2018 1. The introduction Loyalty programs have been found to be commonly used in retail as a customer relationship management tool to acquire and retain customers (Goel, Kamble, Banerjee and Goel, 2017; Kang, Alejandro and Groza, 2015). This body of research explains their wide adoption amongst companies across different markets (Leva and Ziliani, 2017; Söderlund and Colliander, 2015). Loyalty programs are immensely popular globally, with 90% of European and United States customers being members of at least one loyalty program (Meyer-Waarden, 2015). In the U.S alone, there are 2.1 billion loyalty program memberships growing at 16% annually (Meyer-Waarden, 2015). In South Africa, the number of loyalty program memberships has increased from 12 to 15 million registered members in 2007 (Oliver, 2007), with Pick ‘n Pay having 8.9 million members and the Edcon group having 12 million members by 2015, while Clicks and Woolworths have 5 and 3.1 million members, respectively. There are over 70 loyalty programs in South Africa, and many are found in the retail sector. The most significant value of a loyalty program has been found to be that of increasing sales and retaining valued customers (Bolton, Kannan and Bramlett, 2000; Lee, Tsang and Pan, 2015; Lima and Lee, 2015). Gomez, Arranz and Cillán (2006) sugg","PeriodicalId":236465,"journal":{"name":"Journal of Business & Retail Management Research","volume":"12 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2019-01-04","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"114611459","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}