Journal of Business and Retail Management Research
Volume 19 Issue 02 (April 2025)
Issue citation and reference package
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1. Leadership framework informed by the Samurai and Ubuntu leadership approaches
Authors: Previledge Garikai Madhovi; Zeleke Worku; Mammo Muchie
Published: 08 May 2025
DOI: https://doi.org/10.24052/JBRMR/V19IS02/ART-01
Article URL: https://jbrmr.com/details&cid=598
References: Abor, J & Quartey, P., 2010. ‘Issues in SME Development in Ghana and South Africa’, International Research Journal of Finance and Economics, 39(1): 218-228. Ahmad, F. A, Carlene, B & Nuttawuth, M., 2013. ‘Leadership and Entrepreneurial Success: A Study of SMEs in Malaysia’. World Journal of Social Sciences, 3(5):117-130. Belle, E, h, B & Bryman, A. 2022 Business Research Methods. Oxford: Oxford University Bryman, A., 2015. Social Research Methods. London: Oxford University Press. Businesstech. 2020. The alarming truth about the number of small businesses in South Africa. [Online]. Available from: https://businesstech.co.za/news/business/260797/the-alarming-truth-about-the-number-of-small-businesses-in-south-africa/  [Accessed: 01 Dec 2021]. Chen, Y.-G., Cheng, J.-N. & Sato, M. 2017. Effects of school principals’ leadership behaviors: A comparison between Taiwan and Japan. Educational Sciences: Theory & Practice, 17: 145‒173. http://dx.doi.org/10.12738/estp.2017.1.0018 Copeland, M. K.,2016, ‘The impact of authentic, ethical, transformational leadership on leader effectiveness’. Journal of Leadership, Accountability and Ethics, 13(3): 79-84. Dube, Z., 2016. ‘Strengthening the Ubuntu social canopy after the Afrophobic attacks’  Verbum et Ecclesia, 37(1): 1-4. Du Toit G.S, Erasmus B.J. & Stardom J.W. 2011. Introduction to Business Management. 8th ed. Cape Town: Oxford University Press. p.236. Fatoki, O.  & Garwe, D., 2010, ‘Obstacles to the growth of new SMEs in South Africa: A Principal Component Analysis Approach’, African Journal of Business Management Vol. 4(5): 729-738. Fatoki, O., 2014, ‘The causes of the failure of new small and medium enterprises in South Africa’ Mediterranean Journal of Social Sciences, 5(20): 922. Laguna, M, Mielniczuk, E. & Gorgievski, M. J. 2021. Business Owner‐Employees Contagion of Work‐Related Affect and Employees’ Innovative Behavior in Small Firms. Applied Psychology, 70(4): 1543-1571. Marivate, S. P., 2014 ‘The impact of entrepreneurial skills on the viability and long-term survival of small businesses: a case of the city of Tshwane, South Africa’ European Journal of Business, Economics and Accountancy, 2(2): 53-72.  Rao soft sample size calculator. 2021. Online sample size calculator. [Online]. Available from: http://www.raosoft.com/samplesize.html  [Accessed: 01 Dec 2021].
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2. The effect of customer satisfaction in the betting shop on service quality: A UK perspective
Authors: Shaheda Akther; Palto Datta
Published: 08 May 2025
DOI: https://doi.org/10.24052/JBRMR/V19IS02/ART-02
Article URL: https://jbrmr.com/details&cid=599
References: Adeniyi, O., Tura, F. and Newton, A., 2023. Analysing the effect of betting shops on crime in England. Regional Studies, pp.1-17. Adeniyi, O., Tura, F. and Newton, A., 2023. The presence of betting shops is linked to increased likelihood of crime in England. Agbemabiese, G.C., Kodjie, P.K., Munkaila, A. and Abdul-Hamid, I.K., 2023. GLOBAL ESPORTS BETTING AND CONTINUANCE INTENTION AMONG YOUNG FOOTBALL FANS. Academy of Entrepreneurship Journal, 29(2). Alzaydi, Z., 2023. Examining the mediating effect of multi-channel integration quality in the relationship with service quality, customer satisfaction and customer loyalty in the Saudi banking sector. Management & Sustainability: An Arab Review. Anderson, E.W., & Fornell, C. "A Customer Satisfaction Research Prospectus." In R.T. Rust &R.L. Oliver (eds.), Service Quality: New Directions in Theory and Practice, 241-268. Thousand Oaks, California: Sage, 1994. Bateson, J.E.G. "Understanding Services Consumer Behavior." In C.A. Congram, (Ed.), The AMA Handbook of Marketing for the Service Industries, 135-150. New York: American Management Association, 1991. Cassidy, R., 2014. ‘A place for men to come and do their thing’: constructing masculinities in betting shops in London. The British journal of sociology, 65(1), pp.170-191. Chirambaguwa, W., 2023. ‘He Bets When He Wants To!’The Effects of Football Gambling in Chinhoyi through the Eyes of Concerned Significant Others. In Football, Gambling, and Everyday Life in Zimbabwe (pp. 55-75). Routledge. Cockrill, A., Goode, M. and Emberson, D. (2008), "Servicescape matters – or does it? The special case of betting shops", Marketing Intelligence & Planning, Vol. 26 No. 2, pp. 189-206. Cohen, L., & Felson, M. (1979). Social change and crime rate trends: A routine activity approach. American Sociological Review, 44(4), 588-608. http://dx.doi.org/10.2307/2094589 Conklin, J. (2009). Criminology (Vol. 10). Boston: Pearson. Corbett, C., & Simon, F. (1992). Decisions to break or adhere to the rules of the road, viewed from the rational choice perspective. The British Journal of Criminology, 32(4), 537-549. http://dx.doi.org/10.2307/23638323 Demir, G. and Bandawe, C., 2024. The Interest in Betting, Smoking, Alcohol, and Drugs in Malawi: Changing Trends between 2012-2022. Malawi Medical Journal, 36(1), pp.30-37. Egerer, M., 2023. Types of gambling: finnish gambling narratives under the lens of systems theory. Frontiers in sociology, 8. Fan, P.K.T., Choe, J.Y. and Na, Y., 2024. Hierarchical value mapping of diners in Macao's casino restaurants. Journal of Hospitality and Tourism Insights. Firoiu, V., Le Boudec, J.Y., Towsley, D. and Zhang, Z.L., 2002. Theories and models for internet quality of service. Proceedings of the IEEE, 90(9), pp.1565-1591.  Forrest, D. (2008). Say it ain’t so: Betting-related malpractice in Sport. Sport Finance, 3(3), 156-166. Forrest, D. (2012). The threat to football from betting-related corruption. International Journal of Sport Finance, 7(1), 99-116. Forrest, D., & Simmons, R. (2003). Sport and gambling. Oxford Review of Economic Policy, 19(4), 598-611. http://dx.doi.org/10.1093/oxrep/19.4.598 (Last access- 19th march, 2024). Gainsbury, S. M. (2023). Interactive gambling, Forbes. Retrieved from https://www3.aifs.gov.au/agrc/publications/interactive-gambling/rise-interactive-gambling (Last access- 23 March, 2024). Gainsbury, S. M., Russell, A., Hing, N., Wood, R., Lubman, D., & Blaszczynski, A. (2015). How the Internet is changing gambling: Findings from an Australian prevalence survey. Journal of Gambling Studies, 31(1), 1-15. http://dx.doi.org/10.1007/s10899-013-9404-7 George, S., & Chima, C. (2014). Gambling addiction: What every doctor needs to know. Internet Journal of Medical Update, 9(1), 1-3. Ghaharian, K., Abarbanel, B., Phung, D., Puranik, P., Kraus, S., Feldman, A. and Bernhard, B., 2023. Applications of data science for responsible gambling: A scoping review. International Gambling Studies, 23(2), pp.289-312. Gordon, R., Harada, T., Waitt, G. and Gurrieri, L., 2023. Reconceptualising risky and harmful consumption through molar and molecular lines: Mobile smartphone sports betting arrangements. Marketing Theory, p.14705931231202360. Griffiths, M.D., Gambling Commission, 2023. Betting shops and crime is there a relationship. Internet Journal of Criminology. Hand, C. and Singh, J., 2014. Segmenting the betting market in England. International Journal of Market Research, 56(1), pp.111-127.  Hill, D., 2023. Where You Stand: Trust and Fixing in the Asian Sports Gambling Market. In Gambling and Sports in a Global Age (pp. 129-144). Emerald Publishing Limited. Ji, C., Prentice, C., Sthapit, E. and Lei, I., 2024. Build trust, they will come: the case of casino high rollers!. International Journal of Contemporary Hospitality Management. Lawn, S., Oster, C., Riley, B., Smith, D., Baigent, M. and Rahamathulla, M., 2020. A literature review and gap analysis of emerging technologies and new trends in gambling. International journal of environmental research and public health, 17(3), p.744.  Mamakou, X.J., Zaharias, P. and Milesi, M., 2024. Measuring customer satisfaction in electronic commerce: The impact of e-service quality and user experience. International Journal of Quality & Reliability Management, 41(3), pp.915-943. Mezue, N.C. and Mbah, B.M., 2023. A pragma-semantics of betting language. odezuruigbo: an international journal of igbo, african and communication studies, 7(1). Naraswati, A., Hardini, R. and Digdowiseiso, K., 2024. The Influence of Service Quality, Customer Satisfaction and Company Image on Customer Loyalty of Bank Mandiri Kcp Bendungan Hilir, Central Jakarta. Equivalent: Jurnal Ilmiah Sosial Teknik, 6(1), pp.55-63. Naraswati, A., Hardini, R. and Digdowiseiso, K., 2024. The Influence of Service Quality, Customer Satisfaction and Company Image on Customer Loyalty of Bank Mandiri Kcp Bendungan Hilir, Central Jakarta. Equivalent: Jurnal Ilmiah Sosial Teknik, 6(1), pp.55-63. Newman, O., 1968. The sociology of the betting shop. The British Journal of Sociology, 19(1), pp.17-33. Payne, N., Goyder, E. and Elliott, P., 2023. P75 A mixed-methods study of exposure of university students to gambling advertising on walking routes in Sheffield. P Mbango, C Madaro, 2023, Investigating marketing factors that influence customer loyalty in the sports betting industry, IBM Review. Prenshaw, P.J., Straughan, R.D., & Anderson, R.D. "The Relative Impact of Expectations, Performance, and Disconfirmation on Customer Satisfaction: The Moderating Role Of Buyer Expertise. In Proceedings of the Annual Meeting, Society for Marketing Advances, U.S.A., 65-70, 1998. Rachmawati, B.N., Hurriyati, R., Hendrayati, H. and Wibowo, L.A., 2023, September. The Moderating Roles of E-Satisfaction in the Relationships Between E-Service Quality and E-Loyalty. In 7th Global Conference on Business, Management, and Entrepreneurship (GCBME 2022) (pp. 650-661). Atlantis Press. Ronald, R. and Amelia, A., 2023. Deeper Insights into Service Quality in the Context of Commitment and Loyalty: A Study on Internet Providers in Indonesia. Review of Integrative Business and Economics Research, 12(1), pp.134-147. Rust, R.T. and Oliver, R.L. eds., 1993. Service quality: New directions in theory and practice. Sage Publications.  Saunders, M., Lewis, P. and Thornhill, A., 2019. Research methods for business students. Pearson education. Sivadas, E. and Baker‐Prewitt, J.L., 2000. An examination of the relationship between service quality, customer satisfaction, and store loyalty. International Journal of Retail & Distribution Management, 28(2), pp.73-82. Weatherson, B., Statista Research Department, 2023. The End of Decision Theory. Willows, L., 2023. MBA: A business report, analysis and recommendations for ESG Gaming, Harvard business review. Woodside, A.G., Frey, L.L. and Daly, R.T., 1989. Linking service quality, customer satisfaction, and behavio. Marketing Health Services, 9(4), p.5. Yang, Z., Deal, B.E., Carcioppolo, N., Zhao, Y. and Sewall, A.M., 2023. Corporate finance institute, A Corporate Analysis of Problematic Gambling Prevention Interventions in the United States. Journal of gambling studies, pp.1-14. Yüksel, A. and Yüksel, F., 2008. Consumer satisfaction theories: a critical review. Tourist satisfaction and complaining behavior: Measurement and management issues in the tourism and hospitality industry, pp.65-88. 
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3. From digital to loyalty: Unpacking the customer experience in Brazilian FMCG digitally native vertical brands
Authors: Wellington José da Silva; Marcelo Caldeira Pedroso; Carlos Afonso Caldeira Filho
Published: 11 May 2025
DOI: https://doi.org/10.24052/JBRMR/V19IS02/ART-03
Article URL: https://jbrmr.com/details&cid=600
References: ABComm (2025). 2024 Brazilian eCommerce numbers. Brazilian E-Commerce Association. https://dados.abcomm.org/ Becker, L., & Jaakkola, E. (2020). Customer experience: Fundamental premises and implications for research. Journal of the Academy of Marketing Science, 48(4), 630-648. https://doi.org/10.1007/s11747-019-00718-x Carolyn, B., & Neale, P. (2006). Conducting in-depth interviews: A guide for designing and conducting in-depth interviews for evaluation input. Pathfinder International. Cheron, C., Salvagni, J., & Colomby, R. K. (2022). The qualitative approach interview in administration: A guide for researchers. Journal of Contemporary Administration, 26(4), e210011. https://doi.org/10.1590/1982-7849rac2022210011.en Chircu, A., & Kauffman, R. J. (1999). Strategies for internet middlemen in the Intermediation, disintermediation, reintermediation cycle. Electronic Markets, 9(1-2), 109-117. https://doi.org/10.1080/101967899359337 Dunn, A. (2016). The book of DNVB. Medium, 1-5. https://medium.com/@dunn/digitally-native-vertical-brands-b26a26f2cf83 Eisenhardt, K. M., & Graebner, M. E. (2007). Theory building from cases: Opportunities and challenges. Academy of Management Journal, 50(1), 25-32. http://www.jstor.org/stable/20159839 Fang, Y. H., Chiu, C. M., & Wang, E. T. G. (2011). Understanding customers' satisfaction and repurchase intentions: An integration of IS success model, trust, and justice. Internet Research, 21(4), 479-503. https://doi.org/10.1108/10662241111158335 Gassmann, O., Frankenberger, K., & Csik, M. (2014). The Business Model Navigator: 55 models that will revolutionize your business. Harlow: Pearson. Guest, G., Bunce, A., & Johnson, L. (2006). How many interviews are enough? An experiment with data saturation and variability. Field Methods, 18(1), 59-82. https://doi.org/10.1177/1525822X05279903 Gulati, R., & Oldroyd, J. B. (2005). The Quest for Customer Focus. Harvard Business Review, 83(4), 92-101. https://hbr.org/2005/04/the-quest-for-customer-focus Homburg, C., Jozić, D., & Kuehnl, C. (2015). Customer experience management: Toward implementing an evolving marketing concept. Journal of the Academy of Marketing Science, 45(3), 377-401. https://doi.org/10.1007/s11747-015-0460-7 IAB (2018). The rise of the 21st century brand economy. https://www.iab.com/insights/the-rise-of-the-21st-century-brand-economy/ Kerschbaumer, R. H., Kreimer, D., Foscht, T., & Eisingerich, A. B. (2023). Subscription commerce: An attachment theory perspective. International Review of Retail, Distribution and Consumer Research, 33(1), 92-115. https://doi.org/10.1080/09593969.2022.2134173 Khalifa, M., & Liu, V. (2007). Online consumer retention: Contingent effects of online shopping habit and online shopping experience. European Journal of Information Systems, 16(6), 780-792. https://doi.org/10.1057/palgrave.ejis.3000711 Klaus, P., Edvardsson, B., & Maklan, S. (2012). Developing a typology of customer experience management practice-from preservers to vanguards. 13th International Research Conference in Service Management, La Londe les Maures, France, May 27-30, 2014. https://www.researchgate.net/publication/234004253 Koll, O., & Plank, A. (2022). Do shoppers choose the same brand on the next trip when facing the same context? An empirical investigation in FMCG retailing. Journal of Retailing, 98(4), 576-592. https://doi.org/10.1016/j.jretai.2022.01.003 Leahy, R. (2011). Relationships in fast moving consumer goods markets: The consumers' perspective. European Journal of Marketing, 45(4), 651-672. https://doi.org/10.1108/03090561111111370 Leimstoll, U., & Wölfle, R. (2021). Direct to Consumer (D2C) E-Commerce: Goals and strategies of brand manufacturers. Studies in Systems, Decision and Control, 294, 237-250. https://doi.org/10.1007/978-3-030-48332-6_16 Lemon, K. N., & Verhoef, P. C. (2016). Understanding customer experience throughout the customer journey. Journal of Marketing, 80(6), 69-96. https://doi.org/10.1509/jm.15.0420 Li, Y., Xu, L., & Li, D. (2013). Examining relationships between the return policy, product quality, and pricing strategy in online direct selling. International Journal of Production Economics, 144(2), 451-460. https://doi.org/10.1016/j.ijpe.2013.03.013 Lima, D., Ramos, R. F., & Oliveira, P. M. (2024). Customer satisfaction in the pet food subscription-based online services. Electronic Commerce Research, 24, 745–769. https://doi.org/10.1007/s10660-024-09807-8 Lipskier, V. (2023). DNVB – Digitally Native Vertical Brands: The prodigies of digital commerce [Les surdouées du commerce digital]. (2nd ed.). Dunod. Moormann, J., & Palvolgyi, E. Z. (2013). Customer-centric business modeling: Setting a research agenda. Proceedings - 2013 IEEE International Conference on Business Informatics, IEEE CBI 2013, 173-179. https://doi.org/10.1109/CBI.2013.33 NielsenIQ. (2024). Webshoppers 49th Edition. https://nielseniq.com/global/pt/landing-page/ebit/nielseniq-ebit-brasil/webshoppers/ Nowell, L. S., Norris, J. M., White, D. E., & Moules, N. J. (2017). Thematic analysis: Striving to meet the trustworthiness criteria. International Journal of Qualitative Methods, 16(1). https://doi.org/10.1177/1609406917733847 Osterwalder, A., Pigneur, Y., Clark, T., & Smith, A. (2013). Business Model Generation. Hoboken: Wiley. Pedroso, M. C., & da Silva, W. J. (2022). DNVB: The digital native and vertical business model. HSM Management, 152, 62-65. https://revistahsm.com.br/dnvb-o-modelo-de-negocio-nativo-digital-e-vertical/ Reinartz, W., Wiegand, N., & Imschloss, M. (2019). The impact of digital transformation on the retailing value chain. International Journal of Research in Marketing, 36(3), 350-366. https://doi.org/10.1016/j.ijresmar.2018.12.002 da Silva, W.J., Araújo, G.d.C., Rehder, A. and Pedroso, M.C. (2024). Amaro's business model innovation: DNVB or platform? Revista de Gestão, 31(4), 371-382. https://doi.org/10.1108/REGE-08-2022-0115 Tan, W. K., & Chen, B. H. (2021). Enhancing subscription-based ecommerce services through gambled price discounts. Journal of Retailing and Consumer Services, 61, 102525. https://doi.org/10.1016/j.jretconser.2021.102525 Thain, G., & Bradley, J. (2014). FMCG: The power of fast-moving consumer goods. Sarasota: First Edition Design Publishing. Tong, A., Sainsbury, P., & Craig, J. (2007). Consolidated criteria for reporting qualitative research (COREQ): A 32-item checklist for interviews and focus groups. International Journal for Quality in Health Care, 19(6), 349-357. https://doi.org/10.1093/intqhc/mzm042 Tuan, P. Van, Minh Ha, N., Hiep, B. D., Quang Huy, N., Ngoc Mai, T. T., & Phuong, P. M. (2022). The experience of using e-commerce platforms affects the online purchase intention of customers in the FMCG (Fast moving consumer goods) sector in Hanoi city. International Journal of Business and Social Science Research, 3(4). 16-24. https://doi.org/10.47742/ijbssr.v3n4p3 U.S. Census Bureau. (2025). Quarterly Retail E-Commerce Sales 2024. U.S. Department of Commerce. https://data.census.gov/ Wetzels, R. W. H., Klaus, P., & Wetzels, M. (2023). There is a secret to success: Linking customer experience management practices to profitability. Journal of Retailing and Consumer Services, 73, 103338. https://doi.org/10.1016/j.jretconser.2023.103338 Wolter, J. S., Bock, D., Smith, J. S., & Cronin, J. J. (2017). Creating ultimate customer loyalty through loyalty conviction and customer-company identification. Journal of Retailing, 93(4), 458-476. https://doi.org/10.1016/j.jretai.2017.08.004
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4. The impact of total quality management practices on business performance in the telecommunication sector
Authors: Michael Owusu-Kyei; George Oppong Appiagyei Ampong; Alex Antwi-Adjei
Published: 11 May 2025
DOI: https://doi.org/10.24052/JBRMR/V19IS02/ART-04
Article URL: https://jbrmr.com/details&cid=601
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5. Fostering innovation in small and medium enterprise (SME) clusters through triple helix interactions: Exploring the role of academia industry linkages
Authors: Chander Shekhar Dogra; Satinder Kumar
Published: 17 May 2025
DOI: https://doi.org/10.24052/JBRMR/V19IS02/ART-05
Article URL: https://jbrmr.com/details&cid=602
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