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Papers by Fazlul Rabbanee

Journal of Business Research, 2022

ACR Asia-Pacific Advances, 2015

European Journal of Marketing, 2021

Purpose Status demotion in hierarchical loyalty programs (HLPs) has received considerable academi... more Purpose Status demotion in hierarchical loyalty programs (HLPs) has received considerable academic attention. However, little is known about whether status demotion engenders two widely recognised behavioural intentions: revenge and avoidance. This study aims to make up this gap by examining the effects of status demotion on customers’ revenge and avoidance intentions. The underlying mechanism and boundary conditions of these effects are also explored. Design/methodology/approach Two studies were conducted to test the hypotheses. Study 1 was conducted using a structured survey from 347 active HLP members/customers of Chinese airlines. Study 2 used an online experiment amongst 268 active HLP airline customers in Australia. Partial least squares-based structural equation modelling and Hayes’ (2013) PROCESS macro were used for data analysis. Findings The results of Study 1 show that status demotion increases customers’ revenge and avoidance intentions simultaneously. Meanwhile, these e...

Australian Journal of Management, 2021

Drawing on emotional contagion theory, this study offers an integrated framework showing the effe... more Drawing on emotional contagion theory, this study offers an integrated framework showing the effects of employee engagement (EE) on customer engagement (CE), repeat purchase and word-of-mouth (WOM). The data were collected from 65 employees and 352 customers of 28 retail stores using 2 separate survey instruments. A dyadic data set was created by matching customer data with the employee data corresponding to each store. The findings reveal that two key facets of EE – dedication and absorption – positively influence CE, which eventually influences WOM and repeat purchase. In line with balance theory, CE is found to fully mediate the effects of absorption on WOM and repeat purchase. Furthermore, employee length of service (ELS) is found to moderate the absorption on CE effects. Thus, the findings extend emotional contagion theory and balance theory by providing empirical evidence supporting the differential effects of the facets of EE on CE en route to WOM and repeat purchase. JEL Cla...

TIJ's Research Journal of Social Science & Management - RJSSM, 2012

Customer relationship management not only focuses on acquiring new customers and maintaining rela... more Customer relationship management not only focuses on acquiring new customers and maintaining relationship with them but also emphasizes on winning back the defected customers. Understanding why the customers get defected and how to restore their trust and re-acquire relationship with them are of immense importance for the managers as well as academicians. Based on literature survey, this paper focuses on how to restore customer trust and relationship after the occurrence of a relationship failure event. It provides insights into the nature of relational problems, focuses on causes of relationship failure, and antecedents of customers’ exit decision from current relationship with the company after a transgression. It suggests a conceptual framework incorporating three key aspects of relationship recovery efforts – affective, functional and informational, that may lead the company to prove its trustworthiness to the customers after a transgression, which directs the company to win bac...

General rights Copyright and moral rights for the publications made accessible in the public port... more General rights Copyright and moral rights for the publications made accessible in the public portal are retained by the authors and/or other copyright owners and it is a condition of accessing publications that users recognise and abide by the legal requirements associated with these rights. For more information, or if you believe that this document breaches copyright, please contact the Bond University research repository coordinator.

British Food Journal, 2020

PurposeGenetically modified (GM) food has received considerable interest from academics and pract... more PurposeGenetically modified (GM) food has received considerable interest from academics and practitioners. However, research on consumer loyalty towards GM food is relatively sparse. Guided by the theory of planned behaviour, this study aims to explore the factors that influence consumer repurchase intention and behavioural loyalty towards GM food.Design/methodology/approachData were collected from 464 Australian consumer panel members surveyed through a nationwide online survey, with data analysed by structural equation modelling using AMOS (v. 22.0).FindingsThe findings reveal that consumer loyalty towards GM food is influenced by the interplay between awareness of benefits and risks, situational and social influences and attitude and repurchase intention. Female consumers are found to not only possess a relatively more favourable attitude and repurchase intention, but also are more loyal towards GM food compared to male consumers. Unlike older consumers, younger consumers' lo...

ACR Asia-Pacific Advances, 2015

Journal of Hospitality & Tourism Research, 2020

This study offers a conceptual framework reflecting relationships among nature-based antecedents ... more This study offers a conceptual framework reflecting relationships among nature-based antecedents of community participation in an ecotourism destination en route to achieving quality of life of the...

Job satisfaction is a pleasant state of mind of an employee derived from his or her job experienc... more Job satisfaction is a pleasant state of mind of an employee derived from his or her job experience. It depends on what one expects and what he or she receives. This study is to explore the impact of gender, age and rank on job satisfaction in organizations operating in Bangladesh. 255 valid responses were collected on random basis from respondents of different organizations on four questions. It was found that most of the employees in Bangladesh were satisfied with their job. It was also found that neither gender by itself, nor when it was considered with age nor when it was considered with rank nor when it was considered with age and rank together, had any statistical significant effect on determination of job satisfaction. However, age and rank either individually or jointly, were found having statistically significant impact on job satisfaction. Keywords: Job Satisfaction, Gender, Rank, and Age.

Pay What You Want (PWYW) is a type of participative pricing mechanism where the buyer can offer a... more Pay What You Want (PWYW) is a type of participative pricing mechanism where the buyer can offer any price including a price of zero; and the seller has to accept the price without withdrawing the product offer. Although existing research identified several variables such as altruism, price consciousness, reference price, income, and perceived fairness of the price paid to influence consumers’ willingness to pay (WTP) under PWYW context; however, many of these variables may act in complex interactive ways. To the best of our knowledge, no study tested the interaction among these variables in a PWYW context. This research examined the direct and interactive impact of product involvement, price consciousness and internal reference price on consumers’ WTP under PWYW context. It confirmed that consumers pay a significantly higher price than zero under PWYW condition. The findings of the study revealed that product involvement had a direct impact on consumers’ WTP. Further, the effect of ...

Relationship marketing creates, maintains and enhances long term customer relationships and leads... more Relationship marketing creates, maintains and enhances long term customer relationships and leads to winning customer loyalty and retains customers for long time. This paper focuses on different relationship marketing tactics used by the sample retailers’ and explores customers’ views regarding these tactics. It also highlights on different levels of relationship marketing strategies namely -­‐ financial bond, social bond and structural bond. The paper pinpoints the outcome of these relational bonds and tests customers’ satisfaction level corresponding to these relational strategies. Among the relationship marketing tactics, preferential treatment and warm interpersonal communication are found to be widely used by the retailers and also appreciated positively by the customers. Tangible reward and Mailing brochures are treated negatively by the customers while Quantity premium and Mailing seasonal greetings card are found not to be practiced widely by the retailers. The study reveals...

Developments in Marketing Science: Proceedings of the Academy of Marketing Science, 2017

Pay what you want (PWYW) is a unique participative pricing mechanism that has no minimum price se... more Pay what you want (PWYW) is a unique participative pricing mechanism that has no minimum price set by the seller, and the buyers can pay whatever price they want (including a price of zero) that the seller has to accept without being able to withdraw the offer. Recent research on PWYW focuses only on the direct effects of variables, such as altruism, price consciousness, and reference prices, and ignores their interactions with each other. We address this gap by exploring the moderating influence of price consciousness on the effects of altruism and internal reference price on PWYW pricing decision. We use a field survey with university students in Australia with an ethnic restaurant setting, to show that both altruism and internal reference price have stronger (weaker) effect on the amounts consumers are willing to pay for consumers with lower (higher) levels of price consciousness. Our findings have important implications for both academic researchers and marketing practitioners in this growing research area.

Journal of Business Research, 2022

ACR Asia-Pacific Advances, 2015

European Journal of Marketing, 2021

Purpose Status demotion in hierarchical loyalty programs (HLPs) has received considerable academi... more Purpose Status demotion in hierarchical loyalty programs (HLPs) has received considerable academic attention. However, little is known about whether status demotion engenders two widely recognised behavioural intentions: revenge and avoidance. This study aims to make up this gap by examining the effects of status demotion on customers’ revenge and avoidance intentions. The underlying mechanism and boundary conditions of these effects are also explored. Design/methodology/approach Two studies were conducted to test the hypotheses. Study 1 was conducted using a structured survey from 347 active HLP members/customers of Chinese airlines. Study 2 used an online experiment amongst 268 active HLP airline customers in Australia. Partial least squares-based structural equation modelling and Hayes’ (2013) PROCESS macro were used for data analysis. Findings The results of Study 1 show that status demotion increases customers’ revenge and avoidance intentions simultaneously. Meanwhile, these e...

Australian Journal of Management, 2021

Drawing on emotional contagion theory, this study offers an integrated framework showing the effe... more Drawing on emotional contagion theory, this study offers an integrated framework showing the effects of employee engagement (EE) on customer engagement (CE), repeat purchase and word-of-mouth (WOM). The data were collected from 65 employees and 352 customers of 28 retail stores using 2 separate survey instruments. A dyadic data set was created by matching customer data with the employee data corresponding to each store. The findings reveal that two key facets of EE – dedication and absorption – positively influence CE, which eventually influences WOM and repeat purchase. In line with balance theory, CE is found to fully mediate the effects of absorption on WOM and repeat purchase. Furthermore, employee length of service (ELS) is found to moderate the absorption on CE effects. Thus, the findings extend emotional contagion theory and balance theory by providing empirical evidence supporting the differential effects of the facets of EE on CE en route to WOM and repeat purchase. JEL Cla...

TIJ's Research Journal of Social Science & Management - RJSSM, 2012

Customer relationship management not only focuses on acquiring new customers and maintaining rela... more Customer relationship management not only focuses on acquiring new customers and maintaining relationship with them but also emphasizes on winning back the defected customers. Understanding why the customers get defected and how to restore their trust and re-acquire relationship with them are of immense importance for the managers as well as academicians. Based on literature survey, this paper focuses on how to restore customer trust and relationship after the occurrence of a relationship failure event. It provides insights into the nature of relational problems, focuses on causes of relationship failure, and antecedents of customers’ exit decision from current relationship with the company after a transgression. It suggests a conceptual framework incorporating three key aspects of relationship recovery efforts – affective, functional and informational, that may lead the company to prove its trustworthiness to the customers after a transgression, which directs the company to win bac...

General rights Copyright and moral rights for the publications made accessible in the public port... more General rights Copyright and moral rights for the publications made accessible in the public portal are retained by the authors and/or other copyright owners and it is a condition of accessing publications that users recognise and abide by the legal requirements associated with these rights. For more information, or if you believe that this document breaches copyright, please contact the Bond University research repository coordinator.

British Food Journal, 2020

PurposeGenetically modified (GM) food has received considerable interest from academics and pract... more PurposeGenetically modified (GM) food has received considerable interest from academics and practitioners. However, research on consumer loyalty towards GM food is relatively sparse. Guided by the theory of planned behaviour, this study aims to explore the factors that influence consumer repurchase intention and behavioural loyalty towards GM food.Design/methodology/approachData were collected from 464 Australian consumer panel members surveyed through a nationwide online survey, with data analysed by structural equation modelling using AMOS (v. 22.0).FindingsThe findings reveal that consumer loyalty towards GM food is influenced by the interplay between awareness of benefits and risks, situational and social influences and attitude and repurchase intention. Female consumers are found to not only possess a relatively more favourable attitude and repurchase intention, but also are more loyal towards GM food compared to male consumers. Unlike older consumers, younger consumers' lo...

ACR Asia-Pacific Advances, 2015

Journal of Hospitality & Tourism Research, 2020

This study offers a conceptual framework reflecting relationships among nature-based antecedents ... more This study offers a conceptual framework reflecting relationships among nature-based antecedents of community participation in an ecotourism destination en route to achieving quality of life of the...

Job satisfaction is a pleasant state of mind of an employee derived from his or her job experienc... more Job satisfaction is a pleasant state of mind of an employee derived from his or her job experience. It depends on what one expects and what he or she receives. This study is to explore the impact of gender, age and rank on job satisfaction in organizations operating in Bangladesh. 255 valid responses were collected on random basis from respondents of different organizations on four questions. It was found that most of the employees in Bangladesh were satisfied with their job. It was also found that neither gender by itself, nor when it was considered with age nor when it was considered with rank nor when it was considered with age and rank together, had any statistical significant effect on determination of job satisfaction. However, age and rank either individually or jointly, were found having statistically significant impact on job satisfaction. Keywords: Job Satisfaction, Gender, Rank, and Age.

Pay What You Want (PWYW) is a type of participative pricing mechanism where the buyer can offer a... more Pay What You Want (PWYW) is a type of participative pricing mechanism where the buyer can offer any price including a price of zero; and the seller has to accept the price without withdrawing the product offer. Although existing research identified several variables such as altruism, price consciousness, reference price, income, and perceived fairness of the price paid to influence consumers’ willingness to pay (WTP) under PWYW context; however, many of these variables may act in complex interactive ways. To the best of our knowledge, no study tested the interaction among these variables in a PWYW context. This research examined the direct and interactive impact of product involvement, price consciousness and internal reference price on consumers’ WTP under PWYW context. It confirmed that consumers pay a significantly higher price than zero under PWYW condition. The findings of the study revealed that product involvement had a direct impact on consumers’ WTP. Further, the effect of ...

Relationship marketing creates, maintains and enhances long term customer relationships and leads... more Relationship marketing creates, maintains and enhances long term customer relationships and leads to winning customer loyalty and retains customers for long time. This paper focuses on different relationship marketing tactics used by the sample retailers’ and explores customers’ views regarding these tactics. It also highlights on different levels of relationship marketing strategies namely -­‐ financial bond, social bond and structural bond. The paper pinpoints the outcome of these relational bonds and tests customers’ satisfaction level corresponding to these relational strategies. Among the relationship marketing tactics, preferential treatment and warm interpersonal communication are found to be widely used by the retailers and also appreciated positively by the customers. Tangible reward and Mailing brochures are treated negatively by the customers while Quantity premium and Mailing seasonal greetings card are found not to be practiced widely by the retailers. The study reveals...

Developments in Marketing Science: Proceedings of the Academy of Marketing Science, 2017

Pay what you want (PWYW) is a unique participative pricing mechanism that has no minimum price se... more Pay what you want (PWYW) is a unique participative pricing mechanism that has no minimum price set by the seller, and the buyers can pay whatever price they want (including a price of zero) that the seller has to accept without being able to withdraw the offer. Recent research on PWYW focuses only on the direct effects of variables, such as altruism, price consciousness, and reference prices, and ignores their interactions with each other. We address this gap by exploring the moderating influence of price consciousness on the effects of altruism and internal reference price on PWYW pricing decision. We use a field survey with university students in Australia with an ethnic restaurant setting, to show that both altruism and internal reference price have stronger (weaker) effect on the amounts consumers are willing to pay for consumers with lower (higher) levels of price consciousness. Our findings have important implications for both academic researchers and marketing practitioners in this growing research area.