Jos Schijns
Open University The Netherlands, Management sciences, Faculty Member
- Jos M.C. Schijns PhD is assistant professor of Marketing and Customer Relationship Management with research interests... moreJos M.C. Schijns PhD is assistant professor of Marketing and Customer Relationship Management with research interests in customer satisfaction, customer loyalty (programs), relationship marketing, and direct marketing.edit
Abstract Companies are pressured by regulatory authorities, consumers and other stakeholders to improve their environmental performance. Within globalized supply chains, corporate sustainability performance is inevitably influenced by the... more
Abstract Companies are pressured by regulatory authorities, consumers and other stakeholders to improve their environmental performance. Within globalized supply chains, corporate sustainability performance is inevitably influenced by the behaviour of suppliers. Gathering reliable traceability data from suppliers (e.g. regarding raw materials) is an important, yet difficult issue to contribute to (measuring) environmental sustainability. Most studies overlook the importance of sharing traceability data, and lack a holistic approach to the environmental, social and economic dimensions of sustainability. Our study sets focus on whether traceability data exchange within the dyadic relationship between the focal firm (buyer) and its major suppliers positively correlates with the environmental, social and economic dimensions of sustainability. Furthermore, we investigate the effects of reward and coercive power use on traceability data and on corporate sustainability dimensions. The findings of a survey among 136 purchasing professionals in the manufacturing industry confirm the positive effect of sharing traceability data on the buyer's corporate sustainability performance. The use of reward power encourages suppliers to share traceability data, while coercive power does not influence on information sharing. Within buyer-supplier relationships, buyers should be aware of the importance of reward power in the process of traceability information sharing.
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Many companies have developed a green marketing strategy, aimed at promoting and selling green environmental products. While the majority of articles on this topic report on studies in a business-to-consumer setting, this research... more
Many companies have developed a green marketing strategy, aimed at promoting and selling green environmental products. While the majority of articles on this topic report on studies in a business-to-consumer setting, this research focusses on the impact of green marketing strategies on the satisfaction and loyalty of professional buyers in a business-to-business setting. Hypotheses were tested with survey data from 148 Dutch professional purchasers in the cleaning industry. The results emphasize the impact and importance of product quality, product price and corporate image. The most notable and strong impact on satisfaction and loyalty was found for the salesperson expertise
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Research Interests:
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The aim of this study is to analyze, evaluate and validate the NSE (National Student Enquiry) as a service quality measure helping both higher education institutions (HEIs) and students in their decision making. Every year the Dutch... more
The aim of this study is to analyze, evaluate and validate the NSE (National Student Enquiry) as a service quality measure helping both higher education institutions (HEIs) and students in their decision making. Every year the Dutch foundation ‘Studiekeuze123’ sends out a survey (the NSE) to collect data on service quality regarding education at HEIs in the Netherlands. We used the 2019 NSE-data from the only e-learning university in the Netherlands, the Open Universiteit (OUNL), containing a sample of 1287 students. PLS-SEM was used to analyze a conceptual model in order to understand the service quality factors that promote students’ level of satisfaction and willingness to recommend the HEI. Overall, the findings reveal that the quality of the NSE is sufficient to be used for performance analysis. Nine out of twelve service components taken into account for the OUNL are found statistically significant affecting students’ satisfaction and willingness to recommend. The results help...
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Research Interests:
Today’s consumers have more contact points with companies than ever before. With each new channel a company introduces the costs increase accordingly. The anticipated increase in revenues, however, often fails to materialize (Hobmeier... more
Today’s consumers have more contact points with companies than ever before. With each new channel a company introduces the costs increase accordingly. The anticipated increase in revenues, however, often fails to materialize (Hobmeier 2001). Therefore
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All rights reserved. No part of this publication may be reproduced or utilized in any form or by any means, electronic or mechanical, including photocopying, recording or by any information storage and retrieval system, without prior... more
All rights reserved. No part of this publication may be reproduced or utilized in any form or by any means, electronic or mechanical, including photocopying, recording or by any information storage and retrieval system, without prior written permission from the copyright owner, or, as the case may be, the publishers, beyond the exceptions provided for in the Copyright Law.
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Research Interests:
With decreasing sport participation and stabilizing membership rates, sport clubs face low capacity utilization and increased competition. It becomes imperative for sport clubs to retain existing customers. Service quality is generally... more
With decreasing sport participation and stabilizing membership rates, sport clubs face low capacity utilization and increased competition. It becomes imperative for sport clubs to retain existing customers. Service quality is generally suggested to be a crucial factor to retain customers. The aim of this study is to examine the question: What is the impact of service quality on attitudinal and behavioral loyalty in sport clubs? PLS-SEM is used to test a comprehensive model in which service quality leads to satisfaction, trust, and ultimately loyalty. Data were collected among members of two sport clubs in the Netherlands (n=124). Notable finding is that although service quality has a significant direct effect on behavioral loyalty, the effect of service quality on behavioral loyalty is mostly indirect, via satisfaction, trust and attitudinal loyalty. The effect of service quality on attitudinal loyalty is fully mediated via satisfaction and trust. It becomes imperative for managers ...
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All rights reserved. No part of this publication may be reproduced or utilized in any form or by any means, electronic or mechanical, including photocopying, recording or by any information storage and retrieval system, without prior... more
All rights reserved. No part of this publication may be reproduced or utilized in any form or by any means, electronic or mechanical, including photocopying, recording or by any information storage and retrieval system, without prior written permission from the copyright owner, or, as the case may be, the publishers, beyond the exceptions provided for in the Copyright Law.
Research Interests:
The aim of this study is to analyze, evaluate and validate the NSE (National Student Enquiry) as a service quality measure helping both higher education institutions (HEIs) and students in their decision making. Every year the Dutch... more
The aim of this study is to analyze, evaluate and validate the NSE (National Student Enquiry) as a service quality measure helping both higher education institutions (HEIs) and students in their decision making. Every year the Dutch foundation 'Studiekeuze123' sends out a survey (the NSE) to collect data on service quality regarding education at HEIs in the Netherlands. We used the 2019 NSE-data from the only e-learning university in the Netherlands, the Open Universiteit (OUNL), containing a sample of 1287 students. PLS-SEM was used to analyze a conceptual model in order to understand the service quality factors that promote students' level of satisfaction and willingness to recommend the HEI. Overall, the findings reveal that the quality of the NSE is sufficient to be used for performance analysis. Nine out of twelve service components taken into account for the OUNL are found statistically significant affecting students' satisfaction and willingness to recommend. ...
Research Interests:
Companies are pressured by regulatory authorities, consumers and other stakeholders to improve their environmental performance. Within globalized supply chains, corporate sustainability performance is inevitably influenced by the... more
Companies are pressured by regulatory authorities, consumers and other stakeholders to improve their environmental performance. Within globalized supply chains, corporate sustainability performance is inevitably influenced by the behaviour of suppliers. Gathering reliable traceability data from suppliers (e.g. regarding raw materials) is an important, yet difficult issue to contribute to (measuring) environmental sustainability. Most studies overlook the importance of sharing traceability data, and lack a holistic approach to the environmental, social and economic dimensions of sustainability. Our study sets focus on whether traceability data exchange within the dyadic relationship between the focal firm (buyer) and its major suppliers positively correlates with the environmental, social and economic dimensions of sustainability. Furthermore, we investigate the effects of reward and coercive power use on traceability data and on corporate sustainability dimensions. The findings of a...
Research Interests:
Many companies have developed a green marketing strategy, aimed at promoting and selling green environmental products. While the majority of articles on this topic report on studies in a business-to-consumer setting, this research... more
Many companies have developed a green marketing strategy, aimed at promoting and selling green environmental products. While the majority of articles on this topic report on studies in a business-to-consumer setting, this research focusses on the impact of green marketing strategies on the satisfaction and loyalty of professional buyers in a business-to-business setting. Hypotheses were tested with survey data from 148 Dutch professional purchasers in the cleaning industry. The results emphasize the impact and importance of product quality, product price and corporate image. The most notable and strong impact on satisfaction and loyalty was found for the salesperson expertise.
Research Interests:
Research Interests:
Buying companies increasingly need suppliers that significantly contributes to their innovation and capability resources. Customer attractiveness and the strategic fit with a supplier are likely to play an important role in new product... more
Buying companies increasingly need suppliers that significantly contributes to their innovation and capability resources. Customer attractiveness and the strategic fit with a supplier are likely to play an important role in new product development projects. However, no research has addressed and simultaneously investigated the interplay of strategic fit, customer attractiveness, and supplier’s contribution to buyer’s innovativeness. This study fills these gaps by carrying out a quantitative survey study among 81 members of the branch organization for the Dutch metal industry. The findings largely confirm the positive relations between the core concepts of this study. The results suggest that purchasing professionals should invest in customer attractiveness, rather than forcing business partners into coercive supplier development programs.
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Abstract Although it is often assumed that physically disabled people have different environmental attitudes and behavior, there has been very little empirical evidence supporting this claim. This study is the first to shed light upon the... more
Abstract Although it is often assumed that physically disabled people have different environmental attitudes and behavior, there has been very little empirical evidence supporting this claim. This study is the first to shed light upon the determinants of physically disabled consumers’ pro environmental purchase intentions. We gathered survey data from (net) 118 physically disabled consumers about their purchase intentions for environmentally friendly cars. Structural equation modeling is used for the analysis. The results show that attitude and social norms are important predictors of environmentally friendly purchase intentions. Both hedonic and functional motivation have an indirect effect, while attitude has a direct effect on physically disabled people’s purchase intentions for environmentally friendly cars. Apparently, physically disabled people value the opinions of others in their living and working environment. Notably, we did not observe an expected impact of behavioral control or lack thereof on the purchase intention of environmentally friendly cars. The study offers insights that can be helpful to marketing managers and policymakers in tailoring their strategies to the purchase intentions of physically disabled consumers.
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Scarce evidence is available about the factors explaining the performance of cooperative purchasing. Case studies typically produced mixed findings regarding cooperative purchasing in healthcare. Our study supplements existing case... more
Scarce evidence is available about the factors explaining the performance of cooperative purchasing. Case studies typically produced mixed findings regarding cooperative purchasing in healthcare. Our study supplements existing case studies by carrying out a quantitative survey study among 88 hospital purchasing professionals, experienced in cooperative purchasing. Our analysis shows a significant impact of trust and commitment in cooperative purchasing groups on performance. Effective IT systems support commitment, while group formality and teamwork skills have a positive impact on trust. Many cooperative purchasing initiatives suffer from conflicts over the allocation of savings, time, and costs. We find that teamwork skills are essential for achieving trust and cooperative purchasing performance.
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With stabilizing sport participation on the one hand and decreasing membership rates on the other hand, Physical Activity and Sport Centres (PSCs) face low capacity utilization and increased competition. In a milieu which becomes... more
With stabilizing sport participation on the one hand and decreasing membership rates on the other hand, Physical Activity and Sport Centres (PSCs) face low capacity utilization and increased competition. In a milieu which becomes increasingly competitive, service quality is suggested to be a crucial factor. The aim of this study is to examine the drivers for service quality and the impact service quality has on customer loyalty, in particular in PSCs. PLS-SEM is used to test a comprehensive model in which service quality leads to satisfaction, trust, and ultimately loyalty. Data were collected from members of two PSCs in the Netherlands. Three quality dimensions appeared significant in determining perceived service quality, with staff having the strongest influence. The findings also indicate that service quality is an important general driver of customer loyalty in a PSC.
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Research Interests:
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It is generally recognized that a greater understanding of customers can enhance customer satisfaction and business performance. This article seeks to broaden this understanding by analyzing cross-platform and multichannel customer... more
It is generally recognized that a greater understanding of customers can enhance customer satisfaction and business performance. This article seeks to broaden this understanding by analyzing cross-platform and multichannel customer behavior during various stages of the customer purchase journey. Several ‘shopper archetypes’ are identified and profiled. These ‘shopper archetypes’ exist depending on interaction patterns across channel options available and differ according to their socio-/demographic and lifestyle characteristics as well as to their sociological and psychological dimensions. By understanding this customer purchase journey suppliers are able to use valuable marketing and managerial resources in a better way, improve this journey and deliver unique experiences to different customer segments, therefore ensuring customer satisfaction and loyalty and driving sales.
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Correspondence: Jos Schijns , School of Management, Open University of the Netherlands, PO Box 2960, Heerlen 6401 DL, The Netherlands. Tel: + 31 45 5762196; Fax: + 31 45 5762103; E-mail: [email protected] ; Web: www.ou.nl ... Received (in... more
Correspondence: Jos Schijns , School of Management, Open University of the Netherlands, PO Box 2960, Heerlen 6401 DL, The Netherlands. Tel: + 31 45 5762196; Fax: + 31 45 5762103; E-mail: [email protected] ; Web: www.ou.nl ... Received (in revised form): 3rd July, 2008
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Research Interests:
There appear to be some problems in defining direct marketing. Bauer and Miglautsch (1992) present direct marketing as a relational marketing process. According to Schofield (1995: 36), "Such a definition excludes much marketing work... more
There appear to be some problems in defining direct marketing. Bauer and Miglautsch (1992) present direct marketing as a relational marketing process. According to Schofield (1995: 36), "Such a definition excludes much marketing work which employs individual ...
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Jos MC Schijns ABSTRACT There appear to be some problems in defining direct marketing. Bauer and Miglautsch (1992) present direct marketing as a relational marketing process. According to Schofield (1995: 36), "Such a definition... more
Jos MC Schijns ABSTRACT There appear to be some problems in defining direct marketing. Bauer and Miglautsch (1992) present direct marketing as a relational marketing process. According to Schofield (1995: 36), "Such a definition excludes much marketing work which employs ...
Research Interests: Direct Marketing and RM
Dr. Jos MC Schijns, a faculty member at the Open University of the Netherlands, who specializes in customer loyalty management and multi-channel management Email: [email protected] ... Faculty of Management Sciences PO Box 2960 6401 DL... more
Dr. Jos MC Schijns, a faculty member at the Open University of the Netherlands, who specializes in customer loyalty management and multi-channel management Email: [email protected] ... Faculty of Management Sciences PO Box 2960 6401 DL HEERLEN, The Netherlands ...
School of Management PO Box 2960 6401 DL HEERLEN, The Netherlands Phone: +31 45 5762196 Fax: +31 45 5762103 Email: [email protected] Web: www.ou.nl ... Manager Marketing Projects & Consultancy at Cendris ... Dept. of Customer Information... more
School of Management PO Box 2960 6401 DL HEERLEN, The Netherlands Phone: +31 45 5762196 Fax: +31 45 5762103 Email: [email protected] Web: www.ou.nl ... Manager Marketing Projects & Consultancy at Cendris ... Dept. of Customer Information PO Box 24024 2490 AA THE ...
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Assistant professor at the Open University of the Netherlands Faculty of Management Sciences PO Box 2960 6401 DL HEERLEN, The Netherlands Phone: +31 45 5762196 Fax: +31 45 5762103 Email: [email protected] Web: www.ou.nl ... Senior... more
Assistant professor at the Open University of the Netherlands Faculty of Management Sciences PO Box 2960 6401 DL HEERLEN, The Netherlands Phone: +31 45 5762196 Fax: +31 45 5762103 Email: [email protected] Web: www.ou.nl ... Senior Consultant at Cendris Dept. of ...
Relationship management is becoming more important in direct marketing. Measuring the strength of relationships is important, since relationship strength can be used as a segmentation variable. However, in measuring relationship strength,... more
Relationship management is becoming more important in direct marketing. Measuring the strength of relationships is important, since relationship strength can be used as a segmentation variable. However, in measuring relationship strength, usually one or more behavioral indicators are used (e.g., the R/F/M formula), so that these indicators measure customer quality instead of relationship quality, which is mainly determined by customer perceptions. This paper shows some preliminary results of a relationship audit, which is dependent on customer attitudes towards the relationship.