Halimin Herjanto - Marymount University
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Halimin Herjanto
Marymount University
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Associate Professor of Marketing
Auckland, Auckland, New Zealand
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Papers by Halimin Herjanto
LGBTQ hotel selection criteria: a thematic analysis method
Journal of hospitality and tourism insights
, Oct 9, 2023
Consumer research during the COVID-19 pandemic: a systematic review
Nankai business review international
, Sep 1, 2022
Purpose This study aims to extend the study of COVID-19 effects by identifying different consumer...
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Purpose This study aims to extend the study of COVID-19 effects by identifying different consumer behaviors beyond panic buying during the pandemic. Design/methodology/approach A systematic review was based on Herjanto et al.’s (2020a) thematic analysis and Paul et al.’s (2021) 5W1H framework, and the authors analyzed 52 related papers. Findings The result findings indicated that during the COVID-19 pandemic, consumers fell into five different consumer behavior categories: health-related behaviors, consumption behaviors, ethical behaviors, behavioral intentions, and other related behaviors, and social connectedness behaviors. Findings show that consumer behaviors were increasingly complex and dynamic during the pandemic. Originality/value This systematic review will provide significant contributions to academia by offering general and technical insights and to practitioners by presenting guidelines on dealing with such different behaviors.
From Cultural Chameleons to Pygmalion Performers: Impact of Service Employees’ Acculturation Behaviors on Customer Satisfaction and Commitment
This paper explores the impact of four types of acculturation behaviors (assimilation, integratio...
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This paper explores the impact of four types of acculturation behaviors (assimilation, integration, separation and marginalization) used by service employees on the satisfaction and commitment of their customers. A field-survey with retail banking customers in New Zealand (N=377), shows that assimilation and integration have significant positive effects on customer satisfaction and commitment. In contrast, marginalization (but not separation) have a negative effect on customer satisfaction and commitment. Moreover, the effects of the three types of acculturation behaviors on customer commitment are fully mediated by customer satisfaction. We discuss the conceptual contribution and managerial implications of these findings in this paper.
Impact of salesperson information overload on relationship selling behaviors and sales performance: a conceptual framework
Although salesperson information overload is considered to be one of the most important barrier t...
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Although salesperson information overload is considered to be one of the most important barrier to salesperson performance and a fruitful and healthy buyer-seller relationship formation; surprisingly, it has received minimum scholarly attention. A better understanding of how salesperson information overload impacts selling behaviour and sales performance could help salespersons as well as business organisations to correctly gather, select and use information to strengthen their selling activities. This study, therefore, intends to offer an in-depth understanding of this important issue and fills an important gap in the literature. Our conceptual model shows that salesperson information overload negatively affects both customer-oriented selling behaviour and relational selling behaviour which in turn reduces sales performance. In addition, the model shows that information overload can moderate the relationship between adaptive selling behaviour and customer-oriented selling behaviour as well as the association between adaptive selling behaviour and relational selling behaviour. Finally, our model also suggests that salesperson information overload negatively moderates the link between customeroriented selling behaviour and sales performance and the relationship between relational selling behaviour and sales performance. Impact of Salesperson Information Overload on Relationship Selling Behaviours and Sales Performance: A Conceptual Framework INTRODUCTION Today’s strong business competition means that the selling process is becoming increasingly complex. Such complexities are primarily generated by the high number of available products (Hassan, Nayandoro and Atiquzzaman 2000); the high level of buyer knowledge (Prahalad and Ramaswamy 2000); and the high demand of buyers (Singh and Batra 2011). Gremyr (2005) argues that to overcome such complexity, a salesperson is required to understand what the buyer wants and needs. According to Leigh and Marshall (2011), such understanding can be obtained through relationship selling. Relationship selling refers to a strategy whereby salespersons focus on buyers’ needs or wants and accordingly adjust or modify their selling behaviour (Hosoi, Wang and Miyauchi, 2013). According to Keillor, Parker and Pettijohn (2000), relationship selling is the product of the integration of adaptive selling behaviour; customer oriented selling behaviour and relational selling behaviour. When salespersons make a genuine attempt to understand buyers’ needs and wants, they gain trust, longer satisfaction and the positive view of buyers who see them as attempting to help (Jaramillo, Ladik, Marshall and Mulki 2007). To ensure relationship selling is conducted effectively, Eckert (2006) argues that salespersons need to gather a great deal of buyer information to aid in decision making. However, when the level of information is too large to be processed, there is risk of salesperson information overload which can negatively affect salesperson performance (Hunter 2004). The effect of salesperson information overload in business relationships has been explored in the marketing literature (Hunter 2004; Hunter and Goebel 2008). However, such exploration has been very limited. We did not discover any study exploring the impact of salesperson information overload on relationship selling behaviour and sales performance. Therefore, we intend to fill this important gap and offer more in-depth understandings of this important issue. CONCEPTUAL FRAMEWORK A salesperson who adopts adaptive selling behaviour develops and uses his/her knowledge towards sales situations (Roman and Iacobucci 2010: 367). That is, a salesperson utilises knowledge to select the most appropriate behaviour and selling tactics to meet the needs of a specific buyer and the selling situation. This includes selecting and filtering information, as well as determining the information process required, in order to ensure that the buyer is provided with the best solution in a specific selling situation and that a healthy and longlasting relationship with the buyer is maintained. Thus, we propose that: Figure 1: Proposed model of salesperson information overload, relationship selling behaviours and sales performance P1. A salesperson who exercises adaptive selling behaviour is more likely to show customeroriented selling behaviour Salesperson Information Overload Customer-oriented Selling Behaviour Adaptive Selling Behaviour Relational Selling Behaviour Sales Performance P2. A salesperson who exercises adaptive selling behaviour is more likely to show relational selling behaviour As explained above, customer-oriented selling behaviour and relationship selling behaviour are formed through buyer information. By gathering and utilising information about a buyer, a salesperson can gain an understanding of a buyer’s needs and wants and offer suitable products or services along with suitable behaviour (Kulp, Lee & Ofek 2004: 444), which further…
Pay-per-click (PPC) advertising and continuous banking service intentions
Journal of financial services marketing
, May 25, 2024
Despite the increasing popularity of pay-per-click (PPC) advertising and search engine optimizati...
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Despite the increasing popularity of pay-per-click (PPC) advertising and search engine optimization within the financial industry, there is a notable lack of research on the effectiveness of PPC on bank customers' continuous search intention and banking services intention. This study aims to fill this gap by investigating the use of PPC as a tool on customers' search intention and continuous services intention in a retail banking context. Utilizing a quantitative design, we collected data and employed maximum likelihood estimation (MLE) for path analysis to analyze the empirical data. Our findings reveal several substantial results. Firstly, continuous search intentions significantly influence continuous banking services intentions. Secondly, attitude toward PPC advertising significantly affects both continuous search and banking services intentions. Thirdly, satisfaction with PPC advertising is crucial in shaping attitudes toward PPC, continuous search intention, and continuous banking services intention. Fourthly, perceived usefulness directly influences attitudes toward PPC, satisfaction with PPC, and continuous search intention. Lastly, while PPC advertising's perceived ease of use and perceived confirmation are linked to perceived usefulness, they do not directly affect attitude toward PPC. By adopting a dual intentions approach, this study contributes to banking literature by highlighting the importance of understanding the distinct roles of PPC attributes in shaping short-and long-term customer behavioral intentions.
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The proposed theoretical model explains 55% variance in customer continuous search intention and 66% in continuous banking services intention, validating its effectiveness.
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Should I donate secondhand clothes? Cognitive, affective, and conative model during the COVID-19 pandemic
Journal of Social Marketing
Purpose This study aims to investigate the secondhand clothes (SHC) donating behavior phenomenon ...
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Purpose This study aims to investigate the secondhand clothes (SHC) donating behavior phenomenon using the cognitive-affective-conative model and examines the moderating role of COVID-19 knowledge on the relationship between the desire to donate and actual SHC donating behavior. Design/methodology/approach A total of 160 questionnaires were distributed to potential participants who donated their clothes to thrift shops during the COVID-19 pandemic in the USA. Findings A total of 145 useable surveys were collected for analysis. The study found that the desire to donate SHC plays an essential role in enhancing actual SHC donating behavior. In addition, the study found that perceived responsibility and altruistic fear positively influence the desire to donate SHC. In contrast, individuals’ COVID-19 knowledge does not moderate the relationship between the desire to donate SHC and actual SHC donating behavior. Originality/value A limited empirical study uses the cognitive–affective–conat...
Secondhand clothing purchase intentions: Generation Z’s perspective
Journal of Global Responsibility
Purpose Based on the learning and attitudinal theories, this study aims to investigate the direct...
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Purpose Based on the learning and attitudinal theories, this study aims to investigate the direct effect of two type of experiences, attitude and the indirect impact of fashion innovativeness, materialism and financial pressure on Generation Z’s secondhand clothing (SHC) purchase intention. Design/methodology/approach A total of 180 usable surveys were gathered from Generation Z participants and analyzed by a partial least-square-structural equation model. Findings The results show that attitude (SHC hygiene vs SHC fashion style) and past experiences (daily use occasion vs particular use occasion) directly affect SHC purchase intention. Furthermore, materialism, financial pressure and innovativeness drive attitudes toward SHC fashion style. Originality/value This study extends the current SHC literature by integrating two dimensions of experience (daily use occasion vs particular use occasion) and attitude (attitude toward SHC hygiene vs attitude toward SHC style).
Does buyer–seller similarity affect buyer satisfaction with the seller firm?
The International Review of Retail, Distribution and Consumer Research
, 2012
With the increased reliance on diverse markets in multi-cultural contexts, the role that similari...
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With the increased reliance on diverse markets in multi-cultural contexts, the role that similarity can play in the relationship between a salesperson and a buyer is receiving increased attention. Similarity is regarded as the cornerstone of positive communications, and salespeople rely on the trust that can be created by this recognition of likeness. However, there are different types of similarity and not all have an equal bearing on the salesperson-buyer relationship. In this study, we examine similarity in appearance, similarity in lifestyle and similarity in status. Most studies go no further than examining the effect of similarity on a buyer's satisfaction with a salesperson, and to date there appear to be few studies relating to the effect of similarity on satisfaction with a firm. This study examines the effect of similarity on a buyer's sense of satisfaction with a firm represented by a salesperson in the banking context. The results of the study show that appearance similarity and status similarity have a significant effect on the salesperson-buyer relationship, whereas lifestyle similarity has no effect. The buyer's satisfaction with a salesperson is found to mediate the relationship between similarity in appearance and the buyer's satisfaction with a firm. In this article, we discuss these findings and look at their implications for both research and practice. Findings of the study are particularly important because of New Zealand's increasing interaction with Asia and its people, which have transformed New Zealand to become a multi-cultural and multi-ethnic country.
Research on Emotions By Marketing Scholars in Last 10 Years
Developments in Marketing Science: Proceedings of the Academy of Marketing Science
, 2015
This study discusses the trend in emotion research within marketing during 2002 to 2011. Employin...
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This study discusses the trend in emotion research within marketing during 2002 to 2011. Employing a content analysis method, this study investigated 19 marketing journals. With increasing interest on emotion, this study is expected to help scholars seeking guidance, selecting research partners and universities, and designing emotion related research.
The Role of Shame and Virtues
Australasian Marketing Journal
, 2021
Digital piracy of DVDs, software, and music is a prevalent behavior worldwide and has significant...
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Digital piracy of DVDs, software, and music is a prevalent behavior worldwide and has significant financial and social costs for society. Yet
legal remedies and technological ways of controlling digital piracy are expensive and often do not work. To address a need for study of
moral reasoning in digital piracy decisions, we develop and test a model of moral behavior that relies on self-control. Two kinds of shame
are examined in separate experiments: indirect shame, where a shamed person overhears a friend condemning digital piracy but the friend is
unware that the person overhearing the criticism has in fact committed digital piracy, and direct shame where a person becomes aware that
his or her friend has in fact committed digital piracy and reprimands him or her. Findings show that both kinds of felt shame can be induced
to affect such behaviors as decisions to discontinue digital piracy, giving advice or discouraging others not to engage in digital piracy, giving
money to anti-digital piracy causes, reporting people who commit acts of digital piracy, signing a petition against digital piracy, and supporting
legislation and fines against digital piracy. We examine two boundary conditions of felt shame: values of personal ambition and equality that
function as automatic cognitions regulating the shame and through it digital piracy. Hypotheses were tested on a sample of 300 adults.
The Effect of Celebrity Endorsement on Instagram Fashion Purchase Intention: The Evidence from Indonesia
To maintain the significantly positive influence of celebrity endorsement (CE) on Instagram user ...
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To maintain the significantly positive influence of celebrity endorsement (CE) on Instagram user consumption behavior, scholars and business practitioners are motivated to have a better understanding of this phenomenon. Literature on CE focuses on its direct effect on attitude toward various brand components; however, this study takes a different approach by developing a new conceptual model and a set of hypotheses that aims to generate a better picture of the relationship between two brand components (brand image and brand trust) and repurchase intention. The present study also examines the moderating role of CE in the relationship between brand image and brand trust as well as repurchase intention.
Consumer Research in Europe after the formation of the EU
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A total of 245 articles were identified after refining the sample from an initial 1,580 papers based on EU-sourced data.
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Review of emotions research in marketing
Study of emotions has been an important area of research for past several decades. Since emotions...
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Study of emotions has been an important area of research for past several decades. Since emotions play an important role in purchase decisions, this area has particular importance for marketing scholars. In this study, we review the emotions research conducted within the marketing field between 2002 and 2013. Within the broad domain of emotions, this study focuses on social/personality issues, cognitive factors, the development of emotions and their interactions with other consumption factors. We found a total of 340 emotion-related articles, published in 19 marketing journals. There was a gradual increase in number of articles published every year with the trend peaking in 2009, 2010, and 2011. The review of extant literature offers interesting insights into emotion-related research, and helps in identifying clear directions for future studies.
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Research on emotions surged in 2009-2011, indicating increased awareness of its importance in marketing.
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INTERCULTURAL INTERACTION AND RELATIONSHIP SELLING IN THE BANKING INDUSTRY
World migration has changed demographic characteristics across nations. According to World Migrat...
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World migration has changed demographic characteristics across nations. According to World Migration Report 2010, which is published by International Organisation for Migration in Switzerland, the number of migrants has grown to 214 million by 2010 and the figure is expected to rise to 405 million by 2050. Correspondingly, firms are increasingly relying on the ethnic market as a new market frontier. In recognition of this new trend, this article attempts to show how buyers' national characteristics impact salespersons' attempts to develop and maintain long term healthy relationships with buyers particularly in the context of banking industry. This paper integrates the extant literature in three domains: relationship selling, the banking industry and intercultural interaction to propose a model of Intercultural Interaction and Relationship Selling in the Banking Industry. An important implication of our model is that it generated a number of testable research propositions. From a theoretical standpoint, this new framework facilitates a better understanding of how buyers' national characteristics impact salespersons' attempts to develop and maintain long term seller-buyer relationships. Managerially, the framework offers some guideposts to formulate better relationship selling strategies for bank customers in multi-cultural environments.
There is Nowhere to Hide: A Threat from Cyber Terrorism
The advent of the Internet over 20 years ago has led to human beings around the globe becoming in...
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The advent of the Internet over 20 years ago has led to human beings around the globe becoming increasingly dependent on it as a means of communication, commerce, news gathering and socializing. This dependency has offered a perfect platform from which to launch cyber terrorism. This paper investigates the wide-reaching consequences of using the Internet in terms of human security. Our study finds that cyber terrorism, like traditional terrorism, has an obvious negative impact which involves economic, legal, physical, psychological, political and social consequences. It is the aim of this paper to show how these consequences pose a significant threat to human security and sustainability.
Panic buying: The effect of thinking style and situational ambiguity
Executive Legislative Situational ambiguity Perceived risk Panic buying and information overload ...
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Executive Legislative Situational ambiguity Perceived risk Panic buying and information overload A B S T R A C T This paper examines the direct effect of thinking style and situational ambiguity on the panic behavior model as well as the moderating effect of information overload. A total of 255 responses were collected from QUALTRICS, but only 139 were found to be useable for further analysis. A Smart-PLS software was used for data analysis. Based on the results, it was found that situational ambiguity and the judicative thinking style increase perceived risk. In turn, perceived risk and situational ambiguity were found to be responsible for generating panic buying. In contrast, executive and legislative thinking styles were found to have no significant effect on perceived risk. Finally, information overload was found to moderate the relationship between situational ambiguity and panic buying, but not the relationship between perceived risk and panic buying. This study proposes and tests a model of panic buying and contributes to the theoretical knowledge as well as offering clear avenues for future research and suggesting managerial best practices.
Impact of frontline service employees' acculturation behaviors on customer satisfaction and commitment in intercultural service encounters
Top Global Firms' Use of Brand Profile Pages on SNS for Marketing Communication
The present study employs content analysis to investigate how top global, Australian, Japanese, S...
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The present study employs content analysis to investigate how top global, Australian, Japanese, Spanish, Swiss, and Taiwanese businesses use brand profile pages on Facebook as their online marketing communication tool. Differences in the use of brand profile pages across countries and across industries are also examined. Overall, the results indicated that businesses with product brands were more likely to have profile pages on Facebook than their service counterparts. However, the practices of businesses with product brands and service brands on Facebook were found to be largely indifferent. Moreover, several tools which have the potential to be valuable resources to obtain feedback from consumers, such as polls and discussions, were found to be underutilized. Another interesting finding is that there was an association between businesses' use of brand profile pages and brand value. Several implications and future research opportunities are discussed.
Top Global Firms’ Use of Brand Profile Pages on
SNS for Marketing Communication
Antecedents of Business Travelers' Satisfaction
The concept of business travelers' satisfaction is acknowledged as the most important component t...
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The concept of business travelers' satisfaction is acknowledged as the most important component to the success of hoteliers around the globe. Yet, the extant literature is largely focused on the context of Western countries. A better awareness of business travelers' satisfaction in non-Western countries could help scholars and hoteliers to understand the full picture of business travelers' satisfaction. This study, therefore, investigates and discusses the antecedents of business traveler's satisfaction in Latin America, specifically Panama. A total of 216 business travelers' reviews and feedback on the TripAdvisor website were reviewed and content analyzed.
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