Faculty and staff publications

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Browsing Faculty and staff publications by Author "Hazzam, Joe"

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    Consumers’ propensity for rollover service contracts: the influences of perceived value, convenience and trust on service loyalty
    (Taylor & Francis https://www.tandfonline.com/doi/full/10.1080/0965254X.2021.1946127, 2023) Wilkins, Stephen; Hazzam, Joe; Megicks, Phil
    Rollover contracts are becoming increasingly commonplace in a range of service markets. Such contracts automatically renew for a further term when a contractual period comes to an end. Rollover contracts represent a unique form of loyalty, because a consumer who signs a rollover contract at the time of initial purchase, signals a commitment to stay loyal to the firm before they have even experienced the service delivery. Prior studies of automatic renewal have predominantly been undertaken in the domain of consumer economics, and the psychological dimension of buyer decision making has yet to be explored. The desire for convenience was found to have the strongest influence on consumers’ propensity for rollover service contracts. Additionally, trust as a mediator of reputation, and perceived value also influence consumers’ attitudes and behavioral intentions for selecting these products. It is concluded that service providers should ensure that consumers recognize that there is an element of reciprocity which is mutually beneficial to both parties in the provision of such contracts.
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    Doctoral publishing as professional development for an academic career in higher education
    (Elsevier, 2021) Wilkins, Stephen; Hazzam, Joe; Lean, Jonathan
    The aim of this research is to discover the views, practices and advice of experienced doctoral educators on how doctoral students in the fields of business and management may be encouraged and supported to write for publication, in order to promote their development as future academics. The data used in the study came from an online questionnaire survey completed by 54 individuals worldwide, who teach and/or supervise on doctoral business/management programmes. The job titles of the survey participants include dean, director of doctoral programmes, full/titled/chaired professor, and associate professor. Our survey participants unanimously agree that it is imperative for doctoral students who intend to pursue an academic career in higher education to achieve publications before they graduate, and that institutions and supervisors should share the responsibility to equip students with the knowledge and skills that will enable them to become effective and successful academic authors. The paper concludes with recommendations for students, institutions and supervisors/advisors. To our knowledge, this is the first international study that has explored the attitudes and practices of experienced doctoral educators to doctoral publishing, in the contexts of student development for an academic career, and doctoral supervisors acting as career mentors alongside their supervisory role.
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    International branch campuses: the influences of country of origin and campus environment on students’ institution choices and satisfaction
    (Taylor and Francis, 2023) Wilkins, Stephen; Hazzam, Joe; Ireland, John J.; Kana, Rudy
    Based on the first ratings of international branch campuses (IBCs) by Dubai’s Knowledge and Human Development Authority (KHDA), which are further supported by findings in the literature, we investigated students’ institution choices and satisfaction focusing on country of origin and campus environment as possible key influences. The study adopts an inductive qualitative research design involving semi-structured interviews with 53 IBC students in Malaysia and the United Arab Emirates (UAE). We found that an IBC’s country of origin influences both students’ institution choices and students’ overall satisfaction with their institution. Although we also found that campus servicescape and facilities impact upon students’ institution choices and satisfaction, these were secondary when compared to education-related factors. We conclude that while a favourable campus servicescape may contribute less to overall student satisfaction compared to other factors, a campus environment with poor or inadequate facilities and equipment may result in student dissatisfaction.
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    International marketing capabilities development: the role of firm cultural intelligence and social media technologies
    (Taylor & Francis, 2022) Hazzam, Joe; Wilkins, Stephen
    The purpose of this study is to analyze how firm cultural intelligence and social media technologies influence the international marketing capabilities of multinational enterprise (MNE) regional offices. The data used in the research were obtained from MNE regional offices located in the Emirate of Dubai, which were analyzed using structural equation modelling. The results indicate that firm cultural intelligence and social media technologies have unique and complementary contributions to the development of international marketing capabilities, and these capabilities play an essential role in firm performance by lessening the adverse effects of foreign market turbulence.
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    Rollover service contracts: the influences of perceived value, convenience, confusion and switching costs on consumer satisfaction and service loyalty
    (Taylor and Francis, 2024) Butt, Muhammad Mohsin; Wilkins, Stephen; Hazzam, Joe; Marder, Ben
    ollover contracts are agreements that automatically renew, or ‘roll over’, when the contracted term is completed, unless the customer has previously given notice to terminate the agreement. Although ubiquitous, academic examination of this contract model is scarce, and it is not known the extent to which rollover contracts influence consumer satisfaction and individuals’ subsequent behaviors. A conceptual model was developed and tested using structural equation modeling. The data were obtained from a survey of 994 service consumers in the United States. Perceived value emerged as the strongest enabler of consumer satisfaction with rollover contracts, followed by convenience, while consumer confusion – e.g. caused by lengthy and complex contracts – has the strongest negative effect on consumer satisfaction. The strongest relationships in our model are between satisfaction and staying intentions, word of mouth, and future rollover acceptance with other firms and products. The paper presents important theoretical contributions and managerial implications.