Browsing by Author "Roberts-Lombard, Mornay"

Now showing 1 - 3 of 3
  • Thumbnail Image
    Item
    Economic and non-economic satisfaction as interlocking constructs in B2B sales relationships
    (AOSIS (pty) Ltd, 2024) Ferro-Soto, Carlos; Roberts-Lombard, Mornay; Padin, Carmen
    Purpose: This study tests a research model that reflects the nomological relationship between satisfaction as a two-dimensional construct and continuity, coordination, and cooperation in business-to-business (B2B) sales relationships. Design/methodology/approach: The study sample comprised small- and medium-sized companies across industries in Spain. In total, 237 satisfactorily completed questionnaires were obtained for data analysis. Structural equation modelling was applied to secure the development of the study’s results. Findings/results: The results revealed that sales managers should reach agreements with their partners to put in place appropriate coordination mechanisms that contribute to improving efficiency and achieving expected long-term goals. Practical implications: The study guides B2B sales managers on how to establish good interpersonal relationships with partners, foster an atmosphere in which favourable impressions are generated between the parties, treat each other with respect and promote open sharing of information that avoids distrust and fear of the appearance of opportunistic behaviour. Originality/value: This study provides an extended foundation of the structural properties with intermediary constructs between economic satisfaction and non-economic satisfaction based on a seller’s perspective. This is significant, seeing that most extant studies have explored the constructs proposed from a buyer’s perspective.
  • Thumbnail Image
    Item
    Millennials’ experiences and satisfaction with chatbots: a study of self-service technology in emerging markets
    (Elsevier, 2025) Lubbe, Isolde; Roberts-Lombard, Mornay; Langerman, Josef
    Purpose: The study aims to explore the influence of selected precursors to self-service technology customer experience (when using chatbots) and the role of trustworthiness, control and self-service technology customer experience on self-service technology satisfaction. Design/methodology/approach: The study applied an explanatory research design and data collection was secured through self-administered questionnaires from millennials who engaged with a chatbot over six months. A total of 359 responses were used for data analysis. The measurement and structural models were assessed using structural equation modelling. Findings: Perceived usefulness, perceived playfulness and perceived ease of use significantly and positively influence chatbot self-service technology experience. Moreover, trustworthiness, chatbot self-service technology experience and control significantly and positively influence self-service technology satisfaction. Research limitations/implications: The tested model validates the hypothesised relationships between perceived usefulness, perceived playfulness, perceived ease of use, self-service technology experience, trustworthiness, control and chatbot self-service technology satisfaction. As such, chatbot users’ self-service technology experiences are directly linked to their three precursors and postcedent, self-service technology satisfaction. Conclusively, self-service technology satisfaction is directly guided by users’ trustworthiness and control when engaging with chatbots. Practical implications: The study’s results can assist businesses to better understand the drivers of millennials’ self-service technology experiences with chatbots. Furthermore, it can guide these businesses on the critical importance of trustworthiness, self-service technology experience and control as drivers of self-service technology satisfaction. Originality/value: Limited studies have examined how millennials’ self-service technology experiences relate to selected precursors and postcedents in emerging African markets.
  • Thumbnail Image
    Item
    You want my loyalty? treat me fairly! a study of Islamic banking customers in South Africa
    (Emerald Publishing, 2024) Roberts-Lombard, Mornay; Petzer, Daniël Johannes
    Purpose: The purpose of this study is to investigate possible drivers of loyalty amongst Islamic banking customers in Gauteng, South Africa. We ponder the relationships of service fairness (a secondorder reflective construct) with perceived value, satisfaction, and loyalty. Design/methodology/approach: Data were obtained from Islamic banking customers in South Africa using interview-administered questionnaires. A total of 350 responses were perceived as being suitable for data analysis. The measurement and structural models were measured through structural equation modelling. Findings: Service fairness and perceived value were found to be important drivers of loyalty within this context. Research limitations/implications: This study demonstrates that service fairness and perceived value are precursors to the future loyalty intentions of Islamic banking customers. As such, they should be nurtured as key elements of the relationship building process. Practical implications: The study guides South African Islamic banks and South African banks with Islamic windows to better understand how service fairness (interactional, procedural and distributive) fosters satisfaction, perceived value and loyalty (attitudinal and behavioural). Originality/value: Enhancing comprehension of the relationship between service fairness and customer loyalty, with satisfaction and perceived value playing intermediary roles, represents an unexplored avenue in academic research within the context of Islamic banking in an emerging African market