PRODUCT DELIVERY AND FINANCIAL IMPLICATIONS OF BEVERAGE FIRMS IN PORT HARCOURT
Keywords:
Product Delivery. Timeliness. Customer Support. Return on Assets. Beverage Firms
Abstract
The nexus of this work was to ascertain the extent to which product delivery affects financial implications of beverage firms in Port Harcourt. Two dimensions were studied; timeliness and customer support. Their effects on financial implications were measured in the study. Descriptive research design was used and four hypotheses were formulated and tested using the data collected from 102 respondents through a five Point Likert Scale questionnaire, with the sampling frame selected through purposive and convenience sampling. The study adopted Spearman Rank Order Correlation Coefficient to analyze and as well determine that extent of relationship between product delivery affects financial implications of beverage firms in Port Harcourt. Findings showed that the dimensions of product delivery influence financial implication, hence, the study concluded that product delivery has a positive relationship with financial implications. It was therefore recommended that, beverage sector in Port Harcourt should devise the strategies that motivate the customers by making product available at all time.
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References
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Guiffrida, A. & Nagi, R., (2014). Cost characterizations of supply chain delivery performance, Department of industrial engineering University at Buffalo, January 2005, USA
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Heskett, J. L., Sasser, W. E. Jr., & Schlesinger, L. A. (2017). The Service Profit Chain. New York, NY: The Free Press.
Holliday, S. & Kranzel, S. (2018). Investigating antecedence and consequences of brand identification. Journal of Product and Brand Management. 17(5), 293.
Ironkwe, U. I. (2019). Human resource accounting and firm performance of quoted firms in Nigeria. Economic and Accounting Journal of Research, 5(2), 35-45.
Iyer, K. N., Germain, R., & Frankwick, G. L. (2014). Supply chain B2B e-commerce and time-based delivery performance. International Journal of Physical Distribution & LogisticsManagement, 34(8), 645–661.
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Keeney, R. L. (2019). The value of Internet commerce to the customer. Management science, 45(4), 533-542.
Kukoyi, I. A. and Iwuagwu, C. (2015). Service delivery and customer satisfaction in hospitality industry: a study of the Divine Fountain Hotel Limited, Lagos, Nigeria. Journal of Hospitality and Management Tourism, 6(1), 1-7
Kumar, S.A., Mani, B. T., Mahalingam, S., & Vanjikovan, M. (2010). Influence of service quality on attitudinal loyalty in private retail banking: an empirical study, IUP Journal of Management Research, 9(4), 21-38.
Larsson, R. & Bowen, D. E. (2019). Organization and customer: managing design and coordination of services. Academy of Management Review, 14, 213-33.
Lau, R. S. M. (2020). Quality of work life and performance-An ad hoc investigation of two key elements in the service profit chain model. International Journal of Service Industry Management, 11(5), 64-43.
Liang, T. P. & Lai, H. J. (2012). Effect of store design on consumer purchases: an empirical study of online bookstores. Information and Management 39(6), 431–444.
Liu, X., He, M., Gao, F., & Xie, P. (2018). An empirical study of online shopping customer satisfaction in China: a holistic perspective. International Journal of Retail & Distribution Management, 36(11), 919-940.
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Løwendahl, B., Revang, Ø., Fosstenløkken, S. M. (2011). Knowledge and value creation in professional service firms: A framework for analysis. Human Relations, 54(7), 911–931.
Maxham, J.G.I. & Netemeyer, R.G. (2013). Firms reap what they sow: the effects of shared values and perceived organizational justice on customers‘ evaluation of complaint handling. Journal of Marketing, 67(1), 29-45.
Monsuwé, P. y, Toñita, Dellaert, B. G., & Ruyter, K. De. (2014). What drives consumers to shop online? A literature review. International Journal of Service Industry Management, 15(1), 102–121.
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Ndubisi, N.O. & Ling, T.Y. (2005). Complaint behavior of Malaysian consumers”, Management Research News, 29(1), 65-76.
Nienaber, H. (2010). Customer Service. Quo Vadis? International Retail and Marketing Review Journal. 51-61
Norvell, T., Kumar, P., & Dass, M. (2018). The long-term impact of service failure and recovery. Cornell Hospitality Quarterly, 59(4), 376-389.
Nwaimo, S. C. (2020). Effect of environmental cost on performances of quoted firms in Sub – Saharan Africa. European Journal of Accounting, Auditing and Finance Research, 8(7), 97 - 120.
Nwaiwu, J. N., & Joseph, B. (2021). Human resources cost disclosure and quoted performance of upstream oil and gas firms in Nigeria. International Journal of
Nyadzayo, M. W. and Roberts-Lombard, M. (2010). A theoretical analysis of the mediating role of customer relationship management performance on customer retention in South Africa. Journal of Contemporary Management, 7, 167-190
Ogbonna, C. O., & Igbojekwe, P. A. (2015). Evaluation of service recovery strategies in some hotels in Lagos metropolis, Lagos, Nigeria. Indian Journal of Commerce & Management Studies. 2, 57-63
Olalekan, L.I. (2018). Effect of liquidity risk, premium growth on the performance of quoted insurance firms in Nigeria: A panel data analysis. American Finance and Banking Review, 2(1), 44-53.
Pandey, N. (2014). Human resource accounting: The concept and its practice in India. Journal of Management and Technology, 10(10), 29-38.
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Published
2024-07-02
How to Cite
Zuruoke Bede, N. S., Emmanuel, A., & Doris, A.-G. (2024). PRODUCT DELIVERY AND FINANCIAL IMPLICATIONS OF BEVERAGE FIRMS IN PORT HARCOURT. GPH-International Journal of Business Management, 6(12), 25-51. https://doi.org/10.5281/zenodo.12625700
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