Authors:Demokaan Demirel Pages: 507– - 507– Abstract: This study examines how customer-centered management systems contribute to CRM through the use of digital services. The article presents empirical evidence from an online survey of 405 people using digital services living Kocaeli province in Turkey and modelling a system of structural equations using partial least squares. 405 people have been selected by a random sampling method to ensure objectivity and scientific neutrality. Among the 405 people, 350 were found to have filled out the questionnaire completely. The study also examined the relationship between the dimensions of service quality and customer satisfaction. The results confirm that most of the dimensions of digital service quality favour the development of customer satisfaction capabilities and both the relationship the independent variables and trust, Enthusiasm, and sensitivity dimensions and customer satisfaction are positive. High customer satisfaction with digital services can lead to superior firm performance; however, companies should also gain credibility for customers and should design their products according to customer preferences. First published online 23 February 2022 PubDate: 2022-05-12 DOI: 10.3846/jbem.2022.15328 Issue No:Vol. 23, No. 3 (2022)
Authors:Jolita Vveinhardt, Włodzimierz Sroka Pages: 532– - 532– Abstract: The nature of procrastination is usually analysed from the angle of the psychological mechanism, in the aspects of demotivating factors; however, there are not many studies emphasizing procrastination provoked by mismanagement. A similar situation is also observed with regard to multitasking analysed in this article, which is recorded at work not because employees naturally like to multitask but because they have no other way out. The purpose of this article is to present the results of the empirical study revealing the nature of procrastination and multitasking in the workplace. The study involved 995 employees of Polish (N = 500) and Lithuanian (N = 495) private sector organizations. It has been found that a share of employees are forced to become procrastinators and multitaskers due to management flaws. In addition, procrastination and multitasking are related by medium strength statistical relationships, regardless of the country. The value of the research is presupposed by the fact that it presents new and original data showing the situation of multitasking and procrastination in Lithuanian and Polish organizations. These results improve the literature on procrastination by providing additional confirmatory evidence on how more flexible work organization can serve for better understanding of causes of multitasking and procrastination. First published online 28 February 2022 PubDate: 2022-05-12 DOI: 10.3846/jbem.2022.16178 Issue No:Vol. 23, No. 3 (2022)
Authors:Ignas Zimaitis, Sigitas Urbonavičius, Mindaugas Degutis, Vaida Kaduškevičiūtė Pages: 551– - 551– Abstract: The issue of trust-based personal data disclosure online remains of high importance both in social networking and online purchasing. Additionally, social networking is linked with a controversial factor of conspiracy beliefs that recently received attention because of Covid-19 pandemic. Conspiracy beliefs trigger activities online, but generate hesitations in regards to rational ideas, requests and procedures. Therefore, it is unclear how they impact rational requests of data disclosure in online shopping. The paper analyses how trust and conspiracy beliefs impact willingness to disclose personal data in social networking and in online shopping. The modelling based on the social exchange theory conceptualizes these two online activities as reciprocal and negotiated types of exchange. The findings based on structural equation modelling show some similarities between the impacts of trust and conspiracy believes in case of social networking, but disclose their radical differences in regards to willingness to disclose personal data in online purchasing. First published online 28 February 2022 PubDate: 2022-05-12 DOI: 10.3846/jbem.2022.16119 Issue No:Vol. 23, No. 3 (2022)
Authors:Izabella Steinerowska-Streb Pages: 569– - 569– Abstract: The study aims to identify the relationship between managers’ mindfulness concerning business obstacles in an institutional context and the survival of small and medium enterprises (SMEs). The investigation was based on the data gathered in Poland through two linked studies. A Kaplan and Meier (1958) nonparametric estimation analysis was used to verify the hypotheses. The study’s findings show that SMEs with mindful managers, paying attention to the institutional business barriers, survive longer than the other SMEs. The study results also reveal that the probability of SMEs survival significantly increases when managers are aware that bureaucracy constitutes a barrier to their firms’ development. By identifying new effects of managers’ mindfulness, the study’s outcomes support the theory of mindfulness and extend the knowledge on mindfulness in organizations. Moreover, the survey findings support the institutional theory concerning business and entrepreneurship. First published online 24 March 2022 PubDate: 2022-05-12 DOI: 10.3846/jbem.2022.16114 Issue No:Vol. 23, No. 3 (2022)
Authors:Alina Daniela Voda, Gabriela Dobrotă, Dan Dobrotă, Dănuț Dumitru Dumitrașcu Pages: 586– - 586– Abstract: Ensuring fiscal sustainability in the Member States of the European Union has become an extremely important goal in the current economic context. The formulation of appropriate policies can lead to fiscal consolidation, and the manifestation of a fiscal shock with direct implications on national budgets and can be mitigated by a rational approach. The aim of this paper is to examine issues related to ensuring fiscal sustainability and to identify the necessary fiscal policy instruments in this regard. Using a data set for EU member states for the period 2000–2019, we researched fiscal policy objectives for economic development and the volume of public and private investment. The error correction model (ECM) was used as a derivative of the autoregressive model with distributed lags (ARDL) to assess the short-term variation of Gross Domestic Product under the influence of seven fiscal indicators. The study highlights the aspects of fiscal policies at EU level as well as the correlation between economic development and the fiscal behaviour of the authorities. We contribute to the existing literature by providing empirical evidence on the existence of a direct relationship between economic growth and the volume of private investment. First published online 01 March 2022 PubDate: 2022-05-12 DOI: 10.3846/jbem.2022.16242 Issue No:Vol. 23, No. 3 (2022)
Authors:Nadežda Jankelová, Zuzana Joniaková, Katarína Procházková Pages: 606– - 606– Abstract: Focusing on utilization of employees strengths at workforce brings companies benefit to the diverse workforce and creates a competitive advantage in a turbulent and dynamic business environment. The intention of this research is to fill a significant research gap in the in-depth exploration of relationships and support mechanisms for diversity management. The research is focused on teamwork climate as a mediating variable, moderating the effect of best practices in the implementation of diversity management and on its potential level of influence on the employee turnover in the company. It was applied the correlation to evaluate connection r among criteria of three areas: best practices in diversity management, teamwork climate and employee turnover rates. The control variables were age, gender, education and length of manager practice. The dependency between best practices in diversity management and employee turnover, which is mediated by teamwork climate, has been confirmed. However, partial mediation was found, where only part of the effect is mediated. The rate of turnover is influenced by the gender of the manager, age and length of practice. All variables (age, length of experience and gender) are significantly related to the variables of best practices in diversity management and teamwork climate. First published online 24 March 2022 PubDate: 2022-05-12 DOI: 10.3846/jbem.2022.16199 Issue No:Vol. 23, No. 3 (2022)
Authors:Andreea-Daniela Moraru, Cristina Duhnea, Mihai Mieilă, Silvia Ghiță-Mitrescu, Margareta Ilie, Anda Ileana Necula Pages: 626– - 626– Abstract: Lately, the global banking services industry has faced numerous challenges: the digitalization, increased competition, the instability of monetary and foreign exchange markets, and the volatility of exchange rates. However, at present, banks are facing the greatest challenge of all that is, placing the customers at the centre of business and the systematic follow-up of customer satisfaction. The present paper aims at assessing the influence of a series of determinants and socio-demographic factors on customer satisfaction with banking services in Romania, using the probit and logit models. The research focused on the Romanian banking market due to its distinctiveness within the European context – performance indicators above the European average during the past five years and a concentration level that discloses a significant growth potential. The results of the two models employed revealed similar results, with the most influential variables on customer satisfaction being convenience, e-banking, quality, and revenues. First published online 14 March 2022 PubDate: 2022-05-12 DOI: 10.3846/jbem.2022.16442 Issue No:Vol. 23, No. 3 (2022)
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