Template-Type: ReDIF-Article 1.0 Author-Name: Kwame Owusu Kwateng Author-Name: Hannah Vivian Osei Author-Name: Frank Akoto Acquaah Title: SERVICE QUALITY IN PUBLIC SERVICE: A CASE OF GHANA NATIONAL SERVICE SCHEME Abstract: This study was carried out to ascertain whether personnel serving their mandatory year of service in Ghana were satisfied with the quality of service provided by the Ghana National Service Scheme. The satisfaction of service personnel was measured by employing the gap model and factors influencing the personnel’s satisfaction were also determined by factor analysis based on principal component extraction using Oblimin with Kaiser Normalization rotation method. The results indicated that service personnel were satisfied with the empathy, assurance and responsiveness aspects of service delivery. Alternatively, service personnel were not satisfied with the tangibility and reliability dimensions which had a negative gap score. Some of the key factors which significantly contributed to service personnel’s satisfaction included the willingness of National Service Scheme staff to answer personnel questions and the ability of staff to quickly respond to the needs of personnel. Developing training policy for staff of the scheme was recommended as one of the measures to deal with these important aspects of quality service delivery. This study is among the foremost attempts to use the SERVQUAL model to examine the service quality of public service organizations in Ghana Classification-JEL: M0, M1, M3 Keywords: Service Quality, SERVQUAL, Quality Dimensions, Kaiser Normalization, National Service Personnel, Gap Model, Ghana Journal: International Journal of Management and Marketing Research Pages: 1-18 Volume: 10 Issue: 1 Year: 2017 File-URL: http://www.theibfr2.com/RePEc/ibf/ijmmre/ijmmr-v10n1-2017/IJMMR-V10N1-2017-1.pdf File-Format: Application/pdf Handle: RePEc:ibf:ijmmre:v:10:y:2017:i:1:p:1-18 Template-Type: ReDIF-Article 1.0 Author-Name: M. Todd Royle Title: THE MEDIATING EFFECT OF FELT ACCOUNTABILITY ON THE RELATIONSHIP BETWEEN PERSONALITY AND JOB SATISFACTION Abstract: The purpose of this research is to examine the potential that the Big Five dimensions of personality determine whether or not individuals feel accountable for their job-related behaviors and if that predicts whether or not they feel satisfied with their jobs. Drawing on disparate, but relevant research form these three fields, this research proposes that the five personality dimensions differentially predict feelings of individual answerability for work-related attitudes and behaviors and concomitant levels of job satisfaction. The results suggested that four of the Big Five factors (i.e., conscientiousness, extraversion, agreeableness and emotional stability) predicted felt accountability and that felt accountability partially intervened between them and job satisfaction. For human resource managers, the findings suggest personality metrics are still useful selection tools because they help place more answerable, involved, employees who are more likely to feel satisfied with their jobs Classification-JEL: M10, M12 Keywords: Personality, Felt Accountability, Job Satisfaction Journal: International Journal of Management and Marketing Research Pages: 19-44 Volume: 10 Issue: 1 Year: 2017 File-URL: http://www.theibfr2.com/RePEc/ibf/ijmmre/ijmmr-v10n1-2017/IJMMR-V10N1-2017-2.pdf File-Format: Application/pdf Handle: RePEc:ibf:ijmmre:v:10:y:2017:i:1:p:19-44 Template-Type: ReDIF-Article 1.0 Author-Name: Suman Prosad Saha Title: THE INFLUENCE OF MANUFACTURER ATTITUDE, BRAND STRENGTH AND PROFITS ON DISTRIBUTORS’ OVERALL SATISFACTION: EVIDENCE FROM BANGLADESH Abstract: Distributors are agents of a manufacturer who supply products to other businesses that sell to end users or delivers products straight to end users. They play a significant role as a link between the manufacturer and its final consumers. A company’s success or failure predominantly depends on its distributors’ performance. Therefore, an important responsibility of a manufacturer is to invest heavily to support its distributors and make them highly satisfied. This research explores key factors that influence satisfaction of distributors in Fast Moving Consumer Goods industry of Bangladesh. Data was collected via structured questionnaire and analyzed using Statistical Package for the Social Sciences, version 20. We examine relationships among the constructs, which include Distributor’s perception of Manufacturer’s attitude, Strength of Manufacturer’s brand and Distributor’s current economic outcomes as independent variables or predictors and Distributor’s overall satisfaction as the dependent variable. The results provide evidence to support the hypothesized relationship and provide useful information for firms in formulating strategies to satisfy its distributors thereby developing long-lasting and profitable relationships Classification-JEL: C12, L60, M31 Keywords: Distributors, Manufacturers, Fast Moving Consumer Goods Industry, Bangladesh Journal: International Journal of Management and Marketing Research Pages: 45-56 Volume: 10 Issue: 1 Year: 2017 File-URL: http://www.theibfr2.com/RePEc/ibf/ijmmre/ijmmr-v10n1-2017/IJMMR-V10N1-2017-3.pdf File-Format: Application/pdf Handle: RePEc:ibf:ijmmre:v:10:y:2017:i:1:p:45-56 Template-Type: ReDIF-Article 1.0 Author-Name: Dheeraj Sharma Author-Name: Shaheen Borna Author-Name: Jennifer P. Bott Title: CONSUMERS’ EXPECTATIONS OF SALES EVENTS: HOW SATISFIED ARE CONSUMER WITH SHOPPING DURING SALES EVENTS? Abstract: Past researchers have examined the influence of sales events on multitude of variables. However, there exists a gap with regards to specific examination of the influence of sales events on consumer participation in sales events and their expectations from the sales events. In this study, we examine the relationship between consumers’ participation in a given sales event and their expectations of savings from that event in North American context. Research findings indicate that only 11 sales events have a high realization rate of expected savings. Based on research findings, we proffer several recommendations for the retail managers Classification-JEL: M31, M10 Keywords: Sale Events, Consumer Participation, Expectation of Savings, Realization Rate of Expected Savings Journal: International Journal of Management and Marketing Research Pages: 57-68 Volume: 10 Issue: 1 Year: 2017 File-URL: http://www.theibfr2.com/RePEc/ibf/ijmmre/ijmmr-v10n1-2017/IJMMR-V10N1-2017-4.pdf File-Format: Application/pdf Handle: RePEc:ibf:ijmmre:v:10:y:2017:i:1:p:57-68 Template-Type: ReDIF-Article 1.0 Author-Name: Andrew Manikas Author-Name: Michael Godfrey Author-Name: Ryan Skiver Title: USING BIG DATA TO PREDICT CONSUMER RESPONSES TO PROMOTIONAL DISCOUNTS AS PART OF SALES & OPERATIONS PLANNING Abstract: Price promotions (discounts) are a well-known means by which a supply chain can stimulate demand for a product. These promotions could affect demand for a product in three ways by: 1) increasing the overall market growth, 2) stealing market share from competitors, and/or 3) increasing the amount of consumer forward buying. Supply chain members must be able to estimate these effects on demand and the corresponding effects on both revenues and costs when conducting sales and operations planning. We analyzed the effects on demand using a big data approach on promotional data made publicly available by Grupo Bimbo (a multinational bakery product manufacturing company headquartered in Mexico City). This company offered promotional coupons to customers for particular items. Bimbo captured sales history for each customer on how often they shopped, what they bought, and the amount that they spent. Bimbo then tracked how many times during the next year that customers returned to buy the promoted items at full price. Using this data set, we assessed which types of offers were more effective at achieving the goal of increasing repeat purchases at full price. Whether the offer was for a weekend or weekday had no significant effect. However, we found that a larger discount percent was associated with fewer repeat purchases at full price. Further, customers who tended to spend more, on average, per trip had a higher number of repeat purchases for an item Classification-JEL: C33, C35, M110 Keywords: Big Data, Data Analytics, Multiple Regression, Promotions, Sales and Operations Planning Journal: International Journal of Management and Marketing Research Pages: 69-78 Volume: 10 Issue: 1 Year: 2017 File-URL: http://www.theibfr2.com/RePEc/ibf/ijmmre/ijmmr-v10n1-2017/IJMMR-V10N1-2017-5.pdf File-Format: Application/pdf Handle: RePEc:ibf:ijmmre:v:10:y:2017:i:1:p:69-78 Template-Type: ReDIF-Article 1.0 Author-Name: Zulma Medina-Rivera Author-Name: Segundo Castro-Gonzales Author-Name: Jose C. Vega Vilca Title: KNOWLEDGE, SKILLS, AND OTHER INDIVIDUAL CHARACTERISTICS OF ACADEMIC RESEARCHERS Abstract: This research evaluates and categorizes individual characteristics and abilities that higher education researchers should possess in a knowledge economy. We examine a sample of 319 participants dedicated to the investigating processes from public and private higher education institutions in Puerto Rico. A multivariable analysis is used in which technical successive fractural analysis, cluster, and manova analysis were applied to explore and confirm the principle relevant factors in the abilities and skills studied. From the sample, the researchers identified two groups of students that showed significant differences in their responses and how they categorized their abilities. Student subgroup 1 viewed first-priority to be to adjust to change, add value to society and the economy, in addition to having the ability to seek for funding to support their investigations. Student subgroup 2 considered first-priority to adjust to change, add value to the economy and society and become entrepreneurs. Furthermore, this investigation found that professors considered the most relevant category to be multidisciplinary and practical and that results should be disseminated. They have also balance benefit to the economy and society with quality of life Classification-JEL: A2 Keywords: Research Skills, Knowledge Economic, Cluster Analysis, Factorial Analysis, and MANOVA Journal: International Journal of Management and Marketing Research Pages: 79-98 Volume: 10 Issue: 1 Year: 2017 File-URL: http://www.theibfr2.com/RePEc/ibf/ijmmre/ijmmr-v10n1-2017/IJMMR-V10N1-2017-6.pdf File-Format: Application/pdf Handle: RePEc:ibf:ijmmre:v:10:y:2017:i:1:p:79-98