<abstract xmlns="http://www.w3.org/1999/xhtml">As in all service industries, banks need to be able to provide their customers with personalized services in order to ensure that they build and maintain long-term relationships which are mutually beneficial. As such, banks must adopt a relational marketing approach based on effective communication and the building of trust with the current customers instead of focusing on acquiring new customers. The current research provides insights into how banks can build trust and maintain their relations with existing customers by testing several predictors of customer trust and customer relationship intention. Thus, the purpose of this study is to examine economic content, resource content and social content as the predictors of trust and relationship intention, and trust as a predictor of relationship intention. In addition, this study also analyzes the role of trust in mediating among economic content, resource content, and social content as a predictor of relationship intention of state owned bank customers in East Java. The sample of the study is formed of 120 customers of three state-owned banks from East Java. The research variables consist of three exogenous variables: economic content, resource content, and social content. The endogenous variables are trust and relationship intention. The data was collected using a questionnaire with multiple items measured using Likert scales. The model was analyzed using SEM with AMOS version 18.0. The result shows that economic content, resource content and social content are positive and significant predictors of trust and relationship intention. The role of economic content, resource content, social content as direct predictors is higher than the mediating role of trust of state owned bank customers.</abstract>

Customer trust as mediator in the creation of customer relationship intention

<abstract xmlns="http://www.w3.org/1999/xhtml">Two types of hypermarket spenders with multi-patronage behavior were identified; namely, “Concentric” and “Sprinkled.” The objective of this study is to examine which of hypermarket store attributes differentiate between the two types of spenders, and to determine the differences of their demographic characteristics. Six store attributes including the depth of the product assortment, store services, location convenience, sales promotion, prices, and store reputation were examined. Also, five different demogrpaphics were tested including gender, nationality, marital status, education and monthly income.. A cross sectional design with an intercept survey was used. Three hundered cusdtomers were intercepted at diffeerent hypermarket store locations and asked to fill out the survey instrument. Two research hypotheses were tested using the survey data. The interpretation of the discriminant function showed that “concentric” spenders score quite high on store services, moderately on convenience and sales promotion, and low on prices. Both product assortment depth and store reputation were not important to the discriminant function interpretation. Results also indicated that only two demographics were significantly differentiating between the two types of spenders. Several recommendations were made based on the study findings to enable each hypermaqrket store in Kuwait to increase its share of a consumer’s wallet.</abstract>

Factors differentiating between concentric and sprinkled multiple-patronage shoppers in Kuwait

<abstract xmlns="http://www.w3.org/1999/xhtml">The present study has attempted to create and examine a conceptually grounded working model that examines the moderating influence of utilitarian and hedonic shopping values with Indian grocery stores on the association between usage of Private Label (PL) and Store Loyalty (SL). For this, primary data was collected from 350 consumers, from different stores in India selling PL products. The theoretical model was analyzed using SEM. The findings of the study reflect that an inverse relationship between PL usage and SL. However, the presence of utilitarian shopping value reverses this into a positive linkage between PL usage and SL. This finding reflects some intriguing ramifications for retailers and corporate. For instance, evolving and aligning different marketing strategies help the retailers in creating the necessary USV so as to create shopping involvement that may help retailers to upgrade their SL in a favourable manner over the long term. Earlier research has not examined the involvement of PL items from the viewpoint of shopping value. Subsequently, this paper endeavours to examine the regulating effect of shopping value on the PL consumption and SL.</abstract>

Examining the moderating effect of shopping value on private-label and loyalty in Indian grocery stores

<abstract xmlns="http://www.w3.org/1999/xhtml">Non-Performing Loans (NPLs) are representing nowadays one of the main challenges for the banking systems all over the world. Therefore, a sustainable decision-making process should be implemented, for minimizing the effects of credit risk. The current paper uses a dynamic panel regression model to present the determinants of NPLs for the largest five banks of the Romanian Banking System during 2007-2016. A Generalized Method of Moments (GMM) regression is used and defined under three different types of variables: bank specific indicators, macroeconomic indicators and qualitative variables. Other studies illustrated also the determinants of NPLs in various banking systems from all around the world, such as Japan, China or several CEE countries (especially the emergent ones). After an in-depth analysis of the literature and Romanian market, the following variables were found to be relevant and were introduced into a dynamic data panel model: unemployment rate, annual average growth rate of gross domestic product, return on equity (ROE), loan to deposit ratio (LTD). The existing literature presents ROE as having a negative impact on NPLs, unemployment rate being positive correlated with NPLs and a negative relationship between economic growth and such loans. Our contribution to the current literature is represented by the introduction of two additional qualitative variables (Board Risk Management Ratio (BRMR), as the proportion of risk managers within the Board of Directors of each bank in question and the Expert Aggregate Priority Vector (EAPV), as the aggregated perceived risk regarding the NPLs). The decision of introducing these variables relies on previous research made in this area, results being validated by experts from the Romanian Banking System, according to the BASEL III and NBR criteria. The results of the current paper are consistent with the existent literature, the correlations and impact of the variables being relevant for the subject matter.</abstract>

The Bucharest University of Economic Studies – ASE

Non-performing loans decision making in the Romanian banking system

<abstract xmlns="http://www.w3.org/1999/xhtml">Engaged employees are considered as the most desired assets for the organization. Although significant contributions have been observed in the engagement literature, a holistic approach is yet to be untouched in terms of developing relationship between various resources, work engagement and psychological mechanism such as meaningful work. The purpose of this study is to explore the mediating role of meaningful work between resources and work engagement in private banks in Bangladesh. This study followed the quantitative methodological approach and based on <xref ref-type="bibr" rid="j_mmcks-2018-0005_ref_006_w2aab3b7b5b1b6b1ab1ab6Aa">Bakker and Demerouti’s (2007)</xref> Job demand-resources model. A survey questionnaire was prepared and used to collect data. 440 respondents participated in this study, who is currently working in private banks in Bangladesh. Multiple regression analysis along with Sobel test was performed to analyze the data. The findings confirmed that the relationships between organizational, job, personal resources and work engagement were partially mediated through meaningful work. It has been observed that all determinates had a significant influence on work engagement. For practical implications, the organization can align various resources to uplift the engagement level of the employees. Since meaningful work was found to be a significant predictor, managers can develop jobs where employees can relate their purpose to their work. This study recommends that future research can apply this model to different contexts as well as to different groups of respondents.</abstract>

Mediating role of meaningful work between resources and work engagement in Bangladesh’s private banks

<abstract xmlns="http://www.w3.org/1999/xhtml">Intertwined with other structural changes, are policies to increase the number of international students to diversify tourism activities into what is known as educational tourism (edutourism). Of immediate relevance to this article is the implementation of policies and strategies to attract students from all over the world. Unfortunately, these policies are partially implemented opting out important factors, as such this article attempt to conceptualize the motivational factors associated with edu-tourism. Data garnered from foreign students in North Cyprus suggest that cost, quality, environmental, regulatory, cultural, political, safety and social factors are key factors for edu-tourism. The outcome in this study will help policy makers determine the factors that influence the choice of tertiary institutions in North Cyprus associated with a particular geodemographic setup. This will also enable policy makers to create a tailor made persuasive strategies, policies, adverts and messages to increase their market share.</abstract>

Motivational factors for educational tourism: marketing insights

<abstract xmlns="http://www.w3.org/1999/xhtml">This paper provides an examination of tourism in the New Member States of the European Union in the period 2007-2015, assessing the importance of tourism for the New Member States economy and the factors that might affect this industry. Considerable research has been devoted to tourism in the developed countries from Europe, but rather less attention has been paid to tourism in the Central-Eastern Europe, the New Member States region. In this regard, the paper will start with an overview of the current state of the literature on this topic, section that precedes a presentation of European bodies and policies in the travel and tourism field. Time series will be analyzed in order to identify the key countries for tourism in the region, according to the number of international arrivals, number of international overnight stays and exports in trade. Tourism contribution and importance for the economy, key destinations in the region, EU and state-level policies in the tourism sector, as well as main challenges and opportunities in the tourism sector will be addressed, focusing on the three key countries identified, Poland, Czech Republic and Croatia, that offer tourists unique, traditional experiences, focusing on niche markets, rather than on mass-market tourism.</abstract>

Tourism industry in the new member states. Key countries and destinations

<abstract xmlns="http://www.w3.org/1999/xhtml">The Romanian Business Service Sector developed fast in the last decade. Today it employs more than 120 000 Head Counts and continuously grows. However, companies claim not to get the right skills from employees to pursue the digital transformation from a mere service sector towards a more value-added service. Since it has a very young working population with an average age between 26 and 35 years, it is increasingly important to review the employability skills needed by this industry to safeguard the continuation of the sector. So far, Romanian studies have been deducted reflecting the skills needed from the sector. In the first instance, these studies used the questionnaire methodology or global surveys mostly on a very holistic view (<xref ref-type="bibr" rid="j_mmcks-2018-0008_ref_002_w2aab3b7b8b1b6b1ab1ab2Aa">ABSL, 2017</xref>; <xref ref-type="bibr" rid="j_mmcks-2018-0008_ref_011_w2aab3b7b8b1b6b1ab1ac11Aa">Boşcor and Băltescu, 2014</xref>). This paper shows a new approach by deriving the skills needed by employers from their own database: job descriptions of entry positions published in companies or job boards were analyzed within a specified period, allowing an accelerated approach to defining skills needed without a too high time delay given the rapid progressing digitalization. The job descriptions are analyzed by using the method of qualitative content analysis according to <xref ref-type="bibr" rid="j_mmcks-2018-0008_ref_038_w2aab3b7b8b1b6b1ab1ac38Aa">Mayring (2014)</xref> using specific criteria based on the literature review of employability skills. Key findings confirm demand for hard skills such as languages and IT skills such as Office Suits, Development Environments as well as higher demand for soft skills especially analysis and problem solving induced by digitalization.</abstract>

The Bucharest University of Economic Studies

The need for digital and soft skills in the Romanian business service industry

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