Isolde Lubbe | University of Johannesburg, South Africa (original) (raw)
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Papers by Isolde Lubbe
Journal of Contemporary Management, 2019
There has been an increase in the demand for services in South Africa due to poor service deliver... more There has been an increase in the demand for services in South Africa due to poor service delivery. Service providers in sectors such as the banking industry are recognised as those that deliver poor services. Customers' demand for better services has increased the level of interaction required between banking service providers and customers, but this interaction could lead to increased levels of frustration and negative emotions if the service is not provided correctly. This study therefore aims to identify the influence of a service failure on the emotions experienced by customers following service failure in the banking industry which could assist banks in developing more strategic marketing strategies focused on customer satisfaction, service recovery and customer retention. Data were gathered amongst customers of the Big 5 banks who had experienced a service failure with the bank using convenience sampling in the Gauteng area of South Africa. Results from the 281 useable questionnaires analysed using factor analysis and correlation testing reveal that any service failure significantly increases the negative emotions customers' experience. In most cases, customers experienced both external and situational emotions after experiencing the service failure by their bank such as anger, frustration and unhappiness. The study provides empirical evidence to bank marketers that a service failure will cause negative emotions amongst customers. This could then negatively impact the satisfaction levels of customers. Bank marketers therefore need to consider the negative emotions experienced by customers in their service recovery strategies such as apologising, providing compensation or ensuring the failure does not occur again in the future.
International Journal of Business Excellence
Global Fashion Management Conference
South African Journal of Higher Education
Universities are facing increasingly complex trends and challenges in attracting and retaining th... more Universities are facing increasingly complex trends and challenges in attracting and retaining the best students. This has coaxed university marketers to embrace marketing practices and ideas in order to acquire and retain these students. The study aims at understanding potential students’ decision-making with respect to what and who influences them when choosing a university. The research design is descriptive and self-administered questionnaires were fielded to first-year students at a comprehensive university early in the academic year. A total of 1 290 useable responses were realised. The study uncovered that brochures and the students’ parents are most influential in their choice. Significant differences were uncovered based upon demographics of respondents and key information sources that influence university choice. The findings imply that university marketers should segment the prospective student market by taking into account that prospective students differ with regard to the extent of who and what influence their university choice. Key words: South African Higher Education, South African university, prospective student, university choice, key information sources, decision-making process.
SA Journal of Information Management, 2021
Background: Chatbots have revolutionised marketing and specifically customer services by deliveri... more Background: Chatbots have revolutionised marketing and specifically customer services by delivering 24/7 customer care. This technology saves resources and time, whilst enhancing customer experience that has become a critical differentiating factor in an increasing competitive and hyperconnected landscape. Objectives: This research examined how perceived ease of use (PEOU), perceived playfulness (PP) and perceived usefulness (PU) of chatbots influence customer experience and how these experiences influence users’ satisfaction in an emerging market context. Method: A self-administered questionnaire was distributed to 333 South African millennials and subjected to exploratory factor analysis and multiple regression analysis to test the proposed hypotheses. Results: The results indicate that all the hypotheses suggested have been positive and significant. Whilst experience significantly predicted satisfaction, it is worth noting that PU was the strongest predictor of experience. Conclu...
Global Fashion Management Conference
Global Fashion Management Conference
Universities are facing increasingly complex trends and challenges in attracting and retaining th... more Universities are facing increasingly complex trends and challenges in attracting and retaining the best students. This has coaxed university marketers to embrace marketing practices and ideas in order to acquire and retain these students. The aim of this study was to understand potential students' decision-making with respect to what and who influences them when choosing a university. The research design is descriptive and self-administered questionnaires were fielded to first-year students at a comprehensive university early in the academic year. A total of 1 290 useable responses were realised. The study discovered that brochures and the students' parents are most influential in their choice. Significant differences were uncovered based upon the respondents' demographics and key information sources that influence university choice. The findings imply that university marketers should segment the prospective student market by taking into account that prospective students differ with regard to the extent of who and what influence their university choice.
Books by Isolde Lubbe
Getting the right message to the right B2B buyer(s) is essential for B2B success. B2B buyers are ... more Getting the right message to the right B2B buyer(s) is essential for B2B success. B2B buyers are people too, seeking personal benefits just as consumers do. Therefore understanding how to target the right buyer or prospect with the right information, through the right channels at the right time, is crucial and of the upmost importance. Without communication, the main focus of B2B marketing to connect with new customers, retain existing customers and to turn prospective B2B customers into sales will not be achieved.
The interdependent relationships between buyers and sellers make the communication process in B2B markets complex. As the B2B market consists of a complex network of companies working together, the objective of B2B marketing is to manage the buying and selling relationship. The exchanges between buyers and sellers is where marketing communication plays an integral role in a business’s overall success. The customer in the B2B context is not an anonymous enterprise but a specific person or people, and marketing communications should be directly targeted at those people making the purchasing decisions.
Journal of Contemporary Management, 2019
There has been an increase in the demand for services in South Africa due to poor service deliver... more There has been an increase in the demand for services in South Africa due to poor service delivery. Service providers in sectors such as the banking industry are recognised as those that deliver poor services. Customers' demand for better services has increased the level of interaction required between banking service providers and customers, but this interaction could lead to increased levels of frustration and negative emotions if the service is not provided correctly. This study therefore aims to identify the influence of a service failure on the emotions experienced by customers following service failure in the banking industry which could assist banks in developing more strategic marketing strategies focused on customer satisfaction, service recovery and customer retention. Data were gathered amongst customers of the Big 5 banks who had experienced a service failure with the bank using convenience sampling in the Gauteng area of South Africa. Results from the 281 useable questionnaires analysed using factor analysis and correlation testing reveal that any service failure significantly increases the negative emotions customers' experience. In most cases, customers experienced both external and situational emotions after experiencing the service failure by their bank such as anger, frustration and unhappiness. The study provides empirical evidence to bank marketers that a service failure will cause negative emotions amongst customers. This could then negatively impact the satisfaction levels of customers. Bank marketers therefore need to consider the negative emotions experienced by customers in their service recovery strategies such as apologising, providing compensation or ensuring the failure does not occur again in the future.
International Journal of Business Excellence
Global Fashion Management Conference
South African Journal of Higher Education
Universities are facing increasingly complex trends and challenges in attracting and retaining th... more Universities are facing increasingly complex trends and challenges in attracting and retaining the best students. This has coaxed university marketers to embrace marketing practices and ideas in order to acquire and retain these students. The study aims at understanding potential students’ decision-making with respect to what and who influences them when choosing a university. The research design is descriptive and self-administered questionnaires were fielded to first-year students at a comprehensive university early in the academic year. A total of 1 290 useable responses were realised. The study uncovered that brochures and the students’ parents are most influential in their choice. Significant differences were uncovered based upon demographics of respondents and key information sources that influence university choice. The findings imply that university marketers should segment the prospective student market by taking into account that prospective students differ with regard to the extent of who and what influence their university choice. Key words: South African Higher Education, South African university, prospective student, university choice, key information sources, decision-making process.
SA Journal of Information Management, 2021
Background: Chatbots have revolutionised marketing and specifically customer services by deliveri... more Background: Chatbots have revolutionised marketing and specifically customer services by delivering 24/7 customer care. This technology saves resources and time, whilst enhancing customer experience that has become a critical differentiating factor in an increasing competitive and hyperconnected landscape. Objectives: This research examined how perceived ease of use (PEOU), perceived playfulness (PP) and perceived usefulness (PU) of chatbots influence customer experience and how these experiences influence users’ satisfaction in an emerging market context. Method: A self-administered questionnaire was distributed to 333 South African millennials and subjected to exploratory factor analysis and multiple regression analysis to test the proposed hypotheses. Results: The results indicate that all the hypotheses suggested have been positive and significant. Whilst experience significantly predicted satisfaction, it is worth noting that PU was the strongest predictor of experience. Conclu...
Global Fashion Management Conference
Global Fashion Management Conference
Universities are facing increasingly complex trends and challenges in attracting and retaining th... more Universities are facing increasingly complex trends and challenges in attracting and retaining the best students. This has coaxed university marketers to embrace marketing practices and ideas in order to acquire and retain these students. The aim of this study was to understand potential students' decision-making with respect to what and who influences them when choosing a university. The research design is descriptive and self-administered questionnaires were fielded to first-year students at a comprehensive university early in the academic year. A total of 1 290 useable responses were realised. The study discovered that brochures and the students' parents are most influential in their choice. Significant differences were uncovered based upon the respondents' demographics and key information sources that influence university choice. The findings imply that university marketers should segment the prospective student market by taking into account that prospective students differ with regard to the extent of who and what influence their university choice.
Getting the right message to the right B2B buyer(s) is essential for B2B success. B2B buyers are ... more Getting the right message to the right B2B buyer(s) is essential for B2B success. B2B buyers are people too, seeking personal benefits just as consumers do. Therefore understanding how to target the right buyer or prospect with the right information, through the right channels at the right time, is crucial and of the upmost importance. Without communication, the main focus of B2B marketing to connect with new customers, retain existing customers and to turn prospective B2B customers into sales will not be achieved.
The interdependent relationships between buyers and sellers make the communication process in B2B markets complex. As the B2B market consists of a complex network of companies working together, the objective of B2B marketing is to manage the buying and selling relationship. The exchanges between buyers and sellers is where marketing communication plays an integral role in a business’s overall success. The customer in the B2B context is not an anonymous enterprise but a specific person or people, and marketing communications should be directly targeted at those people making the purchasing decisions.