Template-Type: ReDIF-Article 1.0 Author-Name: Ahmed Tolba Author-Name: Iman Seoudi Author-Name: Hakim Meshriki Author-Name: Mina AbdelShahid Title: IMPACT OF ETHICAL SALES BEHAVIOR, QUALITY AND IMAGE ON CUSTOMER SATISFACTION AND LOYALTY: EVIDENCE FROM RETAIL BANKING IN EGYPT Abstract: Amidst increasing competition and deregulation, retail banks are looking for ways to differentiate their services in the eyes of their customers and to attain high levels of customer satisfaction and loyalty. Due to the high customer welfare implications of financial services and the significant role of a bank’s sales employees in this regard, ethical sales behavior plays an important role as a source of customer satisfaction with a bank’s services and of loyalty to the bank. This study examines the dimensions of ethical behavior by bank employees and how they impact levels of customer satisfaction and loyalty. Moreover, the roles of perceived service quality and bank image are also examined, due to the salience of these constructs in the literature. Based on a thorough review of the literature, a conceptual model is developed and tested on a sample of retail banking customers of eight prominent banks in Egypt. The results show a significant impact of ethical sales behavior on both customer satisfaction and loyalty. Managerial implications for retail banks are drawn Classification-JEL: M310 Keywords: Ethical Sales Behavior, Satisfaction, Loyalty, Retail Banking, Egypt, Quality, Image Journal: International Journal of Management and Marketing Research Pages: 1-18 Volume: 8 Issue: 2 Year: 2015 File-URL: http://www.theibfr2.com/RePEc/ibf/ijmmre/ijmmr-v8n2-2015/IJMMR-V8N2-2015-1.pdf File-Format: Application/pdf Handle: RePEc:ibf:ijmmre:v:8:y:2015:i:2:p:1-18 Template-Type: ReDIF-Article 1.0 Author-Name: Paul Schikora Author-Name: Andrew Manikas Author-Name: Michael Godfrey Title: DETERMINING OPTIMAL FLOW-TIME SCHEDULES FOR THE MULTIPLE-PRODUCT BATCH-FLOW PROBLEM Abstract: We explore the problem of batch flow production scheduling on a single machine with deterministic demand and arrivals over a finite horizon. The objective of the production system is to minimize total flow-time over the horizon to reduce in-process inventory levels and to enable a company to compete on reduced leadtimes. Prior research has established optimal single job batch quantities. However, with multiple jobs on the shop floor, a job may incur wait time, thus the optimal local batch size for a given job may not result in global minimization of the total flow-time over all jobs. Our algorithm provides optimal results for batching with different products in a capacitated production environment. Numerous recommendations for further research are presented Classification-JEL: M11 Keywords: Scheduling, Single Machine, Batch, Flow-Time, Lead-Time Journal: International Journal of Management and Marketing Research Pages: 19-35 Volume: 8 Issue: 2 Year: 2015 File-URL: http://www.theibfr2.com/RePEc/ibf/ijmmre/ijmmr-v8n2-2015/IJMMR-V8N2-2015-2.pdf File-Format: Application/pdf Handle: RePEc:ibf:ijmmre:v:8:y:2015:i:2:p:19-35 Template-Type: ReDIF-Article 1.0 Author-Name: Jamie J. Bodouva Title: THE INFLUENCE OF EMPLOYEE GOAL ORIENTATIONS AND EMPLOYEE SELF-EFFICACY ON PERCEIVED SERVICE QUALITY Abstract: The purpose of this study is to enhance service quality research by examining whether hotel employees attitudes, motivations and behaviors had an effect on perceived service quality. In the recent years, interests in service marketing and practice have become of great importance. The role of the individual service employee has become paramount to the service delivery process (Singh, 2000). A conceptual framework was developed and data was gathered from one 4-Diamond hotel. 184 responses were ultimately used for analyzing, which resulted in an 81% response rate. A full structural model was tested on the hypotheses (both the magnitude and the direction) once the measurement model was obtained. A nonsignificant path was eliminated and a revised model was tested against an alternative model. Fit indices were assessed for acceptable fits with all three models. Overall, the results of the proposed path model were supported. The relationship between employee self-efficacy and performance orientation was the only hypothesis not support. This study identified that learning and performance goal orientations effects on perceived service quality were mediated by self-efficacy and they both had direct and indirect influences on each other, with the indirect path being stronger Classification-JEL: M3, M1 Keywords: Employee Attitudes, Employee Motivations, Employee Behaviors, Perceived Service Quality, Self-Efficacy, Goal Orientation Journal: International Journal of Management and Marketing Research Pages: 37-51 Volume: 8 Issue: 2 Year: 2015 File-URL: http://www.theibfr2.com/RePEc/ibf/ijmmre/ijmmr-v8n2-2015/IJMMR-V8N2-2015-3.pdf File-Format: Application/pdf Handle: RePEc:ibf:ijmmre:v:8:y:2015:i:2:p:37-51 Template-Type: ReDIF-Article 1.0 Author-Name: Tanti Handriana Author-Name: Basu Swastha Dharmmesta Author-Name: Bernardinus Maria Purwanto Title: THE ROLE OF RELATIONSHIP INVESTMENT IN RELATIONSHIP MARKETING IN NONPROFIT ORGANIZATIONS Abstract: This study analyzes the role of relationship marketing investments for organizations in establishing relations with donors, through the mediating variables of trust, relationship commitment and donor’s gratitude. Relationship investment and efforts made by organizations to establish relationships with partners was instrumental in realizing the long-term relationship. This research was conducted on philanthropy organizations in Indonesia, with 507 donor respondents. By using Structural Equation Modeling (SEM), the analysis shows that relationship marketing investment had a significant effect on commitment and gratitude, but not significant effect on trust. Relaionship Marketing Investment effect trust indirectly through the gratitude variable. The effect of gratitude is not significant on intention of donors to redonate in philanthropy organizations. The gratitude variable seems to effect intention to redonate indirectly, through a mediating variable, trust. So donor’s gratitude has a direct effect on trust, and trust has a direct effect on relationship commitment. Trust and commitment have a significant effect on intention of donors to redonate. Overall, telationship marketing investment plays an important role on the relation between philanthropy organizations and donors, through the strategic role of trust and relationship commitment variables Classification-JEL: M31, D64 Keywords: Relationship Marketing, Relationship Marketing Investment, Donor Gratitude, Trust, Relationship Commitment, Intention to Redonate Journal: International Journal of Management and Marketing Research Pages: 53-65 Volume: 8 Issue: 2 Year: 2015 File-URL: http://www.theibfr2.com/RePEc/ibf/ijmmre/ijmmr-v8n2-2015/IJMMR-V8N2-2015-4.pdf File-Format: Application/pdf Handle: RePEc:ibf:ijmmre:v:8:y:2015:i:2:p:53-65 Template-Type: ReDIF-Article 1.0 Author-Name: José Jesús Merlos García Title: EXPORT INHIBITORS IN THE FIRST STAGE OF THE INTERNATIONALIZATION PROCESS: EVIDENCE FROM MEXICO Abstract: This paper identifies export inhibitors in the first stage of the internationalization process of companies. Evidence indicates export inhibitors have the strongest effects on small and midsized manufacturing companies (SMEs) in the state of Michoacán, Mexico. Some 191 managers or owners of different industrial SMEs were interviewed for this study. I found the lack of information about government agencies involved in the export process, lack of knowledge about government support for companies intending to export, lack of information about international agreements that Mexico has and lack of information about the procedure to export are export inhibitors with the strongest impact on the surveyed SMEs. One possible explanation for this finding could be that information is not effectively reaching key stakeholders. This implies it is necessary for the Mexican government to develop new strategies that allow information to accomplish its goal. By doing so, companies may broaden their horizons through international markets Classification-JEL: M16, M31, M39, M51, P33 Keywords: Export Barriers, Export Obstacles, International Business, Exports, Internationalization Process of the Firm Journal: International Journal of Management and Marketing Research Pages: 67-83 Volume: 8 Issue: 2 Year: 2015 File-URL: http://www.theibfr2.com/RePEc/ibf/ijmmre/ijmmr-v8n2-2015/IJMMR-V8N2-2015-5.pdf File-Format: Application/pdf Handle: RePEc:ibf:ijmmre:v:8:y:2015:i:2:p:67-83 Template-Type: ReDIF-Article 1.0 Author-Name: Jorge A. Restrepo M Author-Name: Lorenzo Portocarrero S Author-Name: Juan Gabriel Vanegas L Title: INDUSTRIAL SECTOR EXPORTS IN COLOMBIA: EFFICIENT FRONTIER ANALYSIS Abstract: In this paper, a comparative analysis is carried out among the industrial sectors in Colombia that have the most employees during 2000-2011. A dynamic simulation is used, and a Data Envelopment Analysis (DEA) is applied in order to obtain an overall index of technical efficiency in Colombia's industrial sectors for the use of resources. Similarly, an industrial sector efficiency ranking for exports is drawn up. This index determines the presence of unused resources, which is useful to devise strategies to support exports. The analysis is based on a Monte Carlo simulation forecast to determine the average values of the period for the input variables: number of businesses, employees, assets, and energy used to produce the output variables. That is, gross production and exports. The purpose is to compare the effectiveness of the factors of production to generate exports, and determine the possibility of improving inefficient sectors. The goal is to participate in the internationalization process in a proper way Classification-JEL: C51, G32, D22, C61, F14 Keywords: Dynamic Simulation, Financial Analysis, DEA, Exports Journal: International Journal of Management and Marketing Research Pages: 85-97 Volume: 8 Issue: 2 Year: 2015 File-URL: http://www.theibfr2.com/RePEc/ibf/ijmmre/ijmmr-v8n2-2015/IJMMR-V8N2-2015-6.pdf File-Format: Application/pdf Handle: RePEc:ibf:ijmmre:v:8:y:2015:i:2:p:85-97