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Articles by Abdul Kadir Othman
Total Records ( 2 ) for Abdul Kadir Othman
  Muhammad Iskandar Hamzah , Abdul Kadir Othman and Faridah Hassan
  Over the past decade and during the early millennium, customer knowledge had received fair share of interest among the marketing academia. Having its origins deeply rooted from the Knowledge Management (KM) concept its deployment went beyond conventional themes such as human resources, organizational learning and management information systems. From the traditional KM perspective, organizational theorists believed that collective knowledge held by the employees about their work processes gave them specific advantage in getting them to improvise their tasks output. By adapting the same view into the marketing perspective, knowledge utilized by the employees about their customers is expected to help them in gaining longer relationships and better satisfaction from the customers. Therefore, customer knowledge is seen as customer-relationship specific information that is generated, shared and being acted upon. Such notions portrayed close resemblances with the market orientation concept which is widely used to illustrate market capabilities among firms. Since, the extant literature seldom delves into customer knowledge and market orientation concepts, this study intends to classify the various related constructs and models into a two-by-two matrix. The Customer Knowledge-Market Orientation (CK-MO) matrix is classified into customer knowledge process (input versus output) and contextual level (organizational versus individual). Based on the matrix, it is concluded that both customer knowledge and market orientation concepts are highly relevant and share common similarities. Thus, both concepts are ought to be integrated into a single holistic CK-MO view by researchers who wish to venture deeper into these fields. By using the term ‘integration’, this study does not intend to combine both concepts into a single construct but rather treat them as complementing concepts. The CK-MO matrix may also benefits practitioners in terms of weighing the benefits and risks posed by each models presented in the grid.
  Mohd. Khirzan Badzli A Rahman , Sharifah Azizah Haron , Laily Paim , Syuhaily Osman and Abdul Kadir Othman
  Mobile phone service subscribers in Malaysia have been increasing tremendously. However, the number of complaints received with regard to mobile phone services is small as compared to the number of subscribers. Evidently complaining is one of the consumer behaviours which provides significant impact to organisations as well as to complainers or consumers. Studies on Consumer Complaining Behaviour (CCB) are continuously carried out due to its importance. Although, CCB has extensively been studied in various countries and industries, limited studies are found investigating the relationship between CCB and relationship quality. Therefore, this study was conducted to reduce the existing research gap by concentrating on the Malaysian mobile phone services industry. A total of 550 of mobile phone users consisting of complainers and non-complainers from two selected states in Malaysia were selected as respondents. Using Structural Equation Modelling (SEM) to analyze the data, the GOF, AVE, CR and convergent validity values confirmed the measurement model of the CCB dimensions which consist of public complaint soft action, public complaint extreme action, private complaint soft action and private complaint extreme action for complainers and non-complainers, respectively. The structural model revealed mixed results of the relationships between the exogenous and endogenous variables. The results provide the indicator of the relationship quality between service providers and consumers. As the mobile phone services industry involves a huge number of Malaysian population this issue should become the focal point to the parties concerned in protecting the consumers.
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