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Purpose Deodorant, as a hygienic product, becomes a daily necessity product and has significant benefits to its users. Yet, the real motivation for consuming deodorant is not fully understood, and therefore, this study aims to join the extant literature in this context by investigating the effect of personal values. Design/methodology/approach A qualitative study using the laddering approach (means-end analytic) was used and 50 college students participated in this study. Findings The hierarchical value maps show that achievement, power, security and benevolent personal values are responsible for millennials deodorant consumption behavior. Fragrance, price and antiperspirant are the most important attributes that appeal to such consumption. Practical implications The findings also suggested that three different situational factors generated these different personal values. It includes a pre-career environment, puberty and maintaining self-stability. The strongest attributes that appeal to millennials are fragrance, price, antiperspirant, brand, long-lasting quality and packaging. Originality/value This study offers the means-end approach to the framework of millennials deodorant consumption behavior and which can be implemented to investigate millennials consumption decision-making processes.

This study investigates the effect of hotel website quality, social presence, affective commitment, and e-trust on travelers’ online hotel booking intentions. Smart-PLS software was applied to test...

Purpose The review aims to demonstrate a broader perspective of human capital and employee well-being concept. Moreover, the study attempts to analyse theoretical notions underlying human capital and well-being relationship and thus to guide the integration of two distinct concepts. Design/methodology/approach This review followed the systematic literature search protocols from the Academic Journal Guide 2018 generated by the Chartered Association of Business Schools. Sixty-nine quantitative research papers were selected for the review. Findings Human capital is not only about individual competence but includes acquisition, utilization and development of competence in a broader sense. Employee well-being has been discussed from subjective and objective viewpoints and categorized into happiness, health and financial aspects. The review results suggest that various organizational theories, workplace learning and learning organization perspectives underlie human capital and well-being relationship. The review guides that the high involvement working model encapsulates well-being as part of human capital development. Research limitations/implications This review discusses practical implications for human resource management practitioners. Originality/value This review is a unique attempt to assess the human capital and well-being literature systematically.

PurposeThe objective of this study is to investigate the effect of service excellence and guest delight on guest affective commitment to luxury restaurants, more specifically, the mediating effect of guest delight in the relationship between service excellence and guest affective commitment.Design/methodology/approachData were collected from 270 guests with a response rate of 67.5%. SmartPLS software was used for data analysis.FindingsThe findings indicate that service excellence and guest delight had increased guest affective commitment to the luxury restaurant. It has been determined that guest delight acts as a mediator between service excellence and guest affective commitment.Practical implicationsProviding a high level of service excellence and delighting, thereby encouraging luxury guests to have a high level of commitment to the restaurant. Therefore, luxury guests' expectations must be exceeded to obtain their commitment to the restaurant.Originality/valueThis research study provides a substantial contribution to the hospitality literature by providing a significant concept of guest delight that can offer the opportunity to establish a new understanding of guest affective commitment in the luxury restaurant context.

PurposeThe objective of this study is to investigate the role of emotional intelligence and empowering leadership in enhancing psychological empowerment and work engagement in private hospitals.Design/methodology/approachA total of 500 questionnaires were distributed to staff nurses at five private hospitals in Riyadh, Saudi Arabia, 100 questionnaires to each hospital, with an achieved response rate of 34.8%.FindingsThe results show statistically significant positive relationships between emotional intelligence, empowering leadership, psychological empowerment and work engagement. The relationship between emotional intelligence and work engagement and psychological empowerment and work engagement were not significant.Research limitations/implicationsThe study found that employees who have a high level of emotional intelligence and the positive stimulus of empowering leadership demonstrate enhanced psychological empowerment and work engagement.Practical implicationsA better understanding of the role of EI and EL in enhancing psychological empowerment and work engagement could help hospitals reduce turnover among nurses and improve their relationships with patients, as well as maintaining competitive advantage.Originality/valueThe study provides evidence to support the effect of EI on empowering leadership, psychological empowerment and work engagement in private hospitals.

Purpose This study aims to examine the interrelationships between the dimensions of perceived value, including functional, emotional and social values. The mediating role of emotional value between functional and social values and satisfaction have been hypothesized and tested. In addition, this study examines the moderating role of social value for the effect of emotional value on satisfaction. Design/methodology/approach Data for this study were collected from guests staying at two traditional guesthouses in Kashan, Iran. The authors applied partial least squares structural equation modeling to analyze 316 questionnaires completed by participants and for hypotheses testing. Findings The authors found positive and direct effects of all dimensions of perceived value on satisfaction. Moreover, the results indicated positive and significant indirect effects for functional and social values on satisfaction through emotional value. The findings demonstrated positive and strong effects of functional and social values on emotional value. The results do not support a moderating role for social value on the relationship between emotional value and satisfaction. In addition, the findings showed a strong and positive effect for satisfaction on revisit intentions. Originality/value This study makes a unique theoretical contribution to the perceived value literature by investigating the interrelationships between dimensions of perceived value. Moreover, this study explores several practical implications of these findings.

PurposeThis paper aims to address how national culture moderates the relationship between job characteristics and job satisfaction.Design/methodology/approachThe authors examine the most recent data collected from the International Social Survey Programme (ISSP) in 2015 from a group of 33 countries. Hofstede's cultural model is used to represent and measure national culture.FindingsOne of the most significant findings from the authors’ two-level regression analysis is that having an interesting job contributes more to job satisfaction in individualistic countries than in collectivist countries. The authors also find that the newly introduced cultural dimension indulgence vs restraint has some significant moderating effect on the relationship between job security, salary, the perceived interest of a job and job satisfaction. Job security also seems to contribute less to job satisfaction in societies that are long-term oriented.Practical implicationsThis study provides further support for a more careful, nuanced examination of job motivation theories. Multinational companies should understand the needs of their employees and diversify their compensation packages accordingly. More attention should be paid to job design in individualistic or indulgent-oriented countries to create a satisfying job experience.Originality/valueThe authors examine the most recent data from ISSP and extend the literature by incorporating two additional cultural dimensions from Hofstede's model as moderators.

Several hospitality brands changed their logos to reinforce the importance of social distancing in reducing the risk of virus infection. Since social distancing is a polarizing topic, this research...

The objective of this study is to investigate the effect of shopping mall attributes in predicting tourist shopping satisfaction and behavioral intentions. More specifically, to test the different perceptions of generation X and Y on the relationship between shopping mall attributes, tourist shopping satisfaction and behavioral intentions. A systematic random sampling technique is used in this study. Six hundred questionnaires are distributed to target respondents, of which only 282 samples are returned, yielding a 47% response rate. The results indicate that shopping mall\ud attributes play an essential role in predicting tourist shopping satisfaction and behavioral intentions. Moreover, tourist shopping satisfaction has a significant relationship with behavioral intentions such as repurchase intention, loyalty, and desire to stay longer at shopping malls. To maintain the relationship with shoppers, shopping malls must continuously improve their service to increase tourist shopping satisfaction and behavioral intentions. Tourists who are more interested in shopping prefer to stay longer and express willingness to return regularly to the shopping mall than tourists who are less interested in shopping. A better understanding of shopping mall attributes in predicting tourist shopping satisfaction is critical for the successful and sustainable shopping tourism industry. It may help mall managers and retailers in building\ud retail strategies to encourage repurchase intention, loyalty, and desire to stay longer at the shopping malls.

PurposeThe purpose of this paper is to investigate the qualities of delighted cruise travelling experience and proposed cruisers’ experience, service convenience and perceived overall value as the drivers of cruisers’ satisfaction and revisit intention. Thus, the attributes of an effective cruise-marketing strategy in formulating consumer’s recreational experiences are examined.Design/methodology/approachA total of 287 questionnaires were collected and structural equation modelling technique was used to analyse data obtained from cruise travellers.FindingsThe empirical results indicated that service convenience and cruisers’ experience significantly influence perceived overall cruisers’ satisfaction and revisit intention, whereas perceived overall cruise value influences perceived overall cruisers’ satisfaction but not cruisers’ revisit intention. Furthermore, empirical assessments support that service convenience is a higher-order model (reflective-reflective) consisting of decision convenience, access convenience, transaction convenience, benefit convenience and post-benefit convenience.Originality/valueThis research is among ongoing attempts that have been carried out regarding the qualities of cruise satisfaction and revisits intention and uncovers recreational experiences to propose an effective cruise-marketing strategy.

This paper examines the direct effect of thinking style and situational ambiguity on the panic behavior model as well as the moderating effect of information overload. A total of 255 responses were collected from QUALTRICS, but only 139 were found to be useable for further analysis. A Smart-PLS software was used for data analysis. Based on the results, it was found that situational ambiguity and the judicative thinking style increase perceived risk. In turn, perceived risk and situational ambiguity were found to be responsible for generating panic buying. In contrast, executive and legislative thinking styles were found to have no significant effect on perceived risk. Finally, information overload was found to moderate the relationship between situational ambiguity and panic buying, but not the relationship between perceived risk and panic buying. This study proposes and tests a model of panic buying and contributes to the theoretical knowledge as well as offering clear avenues for future research and suggesting managerial best practices.

Prior research has mostly examined the satisfaction, intention, and behavior of users toward technology and systems in general, and little research has been dedicated to understanding apps commerce and app stores. Drawing upon the extended model of IT continuance and theory of information overload as a theoretical foundation, the aim of this study is to examine consumer satisfaction, continuous intention, and behavior toward apps shopping. A total of 347 valid questionnaires were collected from experienced consumers with app stores to statistically test the theoretical model using the partial least squares path modelling approach, a structural equation modelling technique. The results show that apps self-efficacy, post-usage usefulness, disconfirmation, facilitating conditions, perceived information overload, apps satisfaction, and apps continuance intention can be used to predict and explain 75.7% of variance in consumer’s continuance behavior in using app stores. The negative and positive causal relationship between constructs, managerial implications, and limitations are discussed.

The purpose of this study is to examine the impact of perceived brand orientation, intercultural friendship, and university reputation on international students’ course satisfaction and continuance behavioral intention towards the higher education in Malaysia. A total of 348 questionnaires, administered on international students, were collected to empirically test the research model using partial least squares path modeling approach, a structural equation modeling technique for the assessment of measurement and structural model. The empirical results imply that perceived brand orientation and university reputation positively influence course satisfaction and course continuance behavioral intention, while intercultural friendships influences course continuance intention but not course satisfaction. The implications and limitations of research are discussed in the following sections.

The purpose of this study is to test the relationships between physical environment, price perceptions, consumption emotions, and customer satisfaction in Chinese resort hotels. Five hundred self-administered questionnaires were distributed, and 340 were returned. Findings from this study reveal that the physical environment is a significant predictor of consumption emotions and price perceptions, which in turn affect customer satisfaction. Moreover, consumption emotions and price perceptions significantly mediate the relationship between physical environment and customer satisfaction. The management of resort hotels needs to consider that an attractive physical environment can be used for developing positive consumption emotions and price perceptions among customers, which may then increase their satisfaction.

Purpose – The purpose of the study is to investigate the impact of perceived usefulness (PU), perceived ease of use (PEOU) and trust on mobile website satisfaction. Design/methodology/approach – A total of 302 valid questionnaires were collected to empirically test the research model. Structural equation modeling (SEM) was performed to evaluate the reliability and validity of the measurement model and structural models. Findings – The results show that there is a positive relationship between PEOU, PU and mobile users’ satisfaction. PU is positively related to trust and mobile users’ satisfaction. Moreover, trust positively influences mobile users’ satisfaction. Practical implications – Drawing on the technology acceptance model and trust theory, this study develops and empirically examines a model for consumers’ satisfaction to use mobile services. This study contributes new insights concerning the marketing literature by examining the impact of PU, PEOU and trust on mobile users’ satisfaction. Originality/value – The contribution of the study is significant for both mobile marketers and academicians in the era of the third-generation environment. This study is among the first few attempts to integrate the TAM with trust to determine mobile user satisfaction.

Purpose – Prior studies mostly investigate initial shopping intention in developed countries. The purpose of this paper is to sketch and determine the impact of perceived usefulness (PU), perceived ease of use (PEOU), perceived value (PV), trust (TRT), perceived risk (PR), privacy concern (PC), internet literacy (IL), satisfaction (SAT) on online repatronage intention (ORI) among Malaysian experienced online shoppers. Design/methodology/approach – A total of 219 valid questionnaires were collected via an online survey among experienced online shoppers across young and old students aged 18-31. Subsequently, the two-step structural equation modelling (SEM) technique was employed to empirically examine the proposed integrative theoretical research framework and model fit with maximum likelihood estimation. Findings – The statistical analyses support the relationships between PU, PV, TRT and SAT with ORI while the relationships between PEOU, PR, PC and IL with ORI were rejected in which all the factors affecting ORI occur similarly across the study sample. The behaviour of experienced online shoppers was found to be different from findings of previous literature that examined initial adoption and intention. Due to the lack of distinction in the literature concerning experienced and inexperienced shoppers, our results show inconsistencies with prior research in examining ORI. Research limitations/implications – The paper suggests that future research consider multicultural analysis, atmosphere design, developing internet methodology and the role of flow experience in determining ORI. The research limitations and implications are also discussed. Practical implications – By realizing the differences between inexperienced shoppers and experienced shoppers, online retailers should segment these groups more effectively and should implement a different marketing strategy to target the right segment, right shoppers along with the right marketing tactic. The antecedents of future intention of online shopping are influenced by various variables because the human behaviour is sophisticated in nature. Thus, academicians and practitioners should realize the implications of examining their target population/market based on an assessment of different antecedents. Originality/value – This study is among the few attempts to examine attitudes and behaviour of Malaysian experienced online shoppers who have formed relevant experiences and skills in online shopping. Additionally, the paper empirically examine and distinct user perception of online retail attributes (including PU, PEOU, PV and PR), pre-purchase user attitudes (including TRT, PC, IL) and post-purchase users attitudes (including SAT) in forming ORI simultaneously.

Purpose – The purpose of this paper is to examine the impact of human resource management (HRM) practices on organizational performance. Design/methodology/approach – A total of 300 employees from a public university comprising of both academicians and support staff responded to the survey. The survey questionnaire had 46 items covering selected HRM practices and university performance. Findings – The study has found that human resource practices: recruitment, training, performance appraisal, career planning, employee participation, job definition and compensation have a significant relationship with university performance. Research limitations/implications – The results come from a cross-sectional study which was done at the convenience of the researcher. The results may not be generalized across the country. The application of the results to other universities must be done with maximum care. Practical implications – If the university is to increase its performance to higher levels, it should emphasize more on job definition, training and employee participation. Some improvement needs to be done on the other HRM practices-recruitment, performance appraisal, career planning and compensation in order to increase their effectiveness on the university performance. Originality/value – Most studies on impact of HRM practices on firm performance have focussed on private sectors in Malaysia. In other countries, the studies have focussed only on academicians as a sample. This study has attempted to add to the body of knowledge on the impact of HRM practices on university performance in Malaysia combining both the academicians and administration staff.

The objective of this study is to examine the influence of physical environment on emotions, customer satisfaction and behavioural intentions in Chinese resort hotel industry. A convenient sampling technique was used to select the sample. A total of 500 questionnaires were distributed to customers of resort hotels in four different cities of China out of which 170 were returned (35% response rate). The result from the finding suggests that customers who have higher perceptions of the physical environment are more likely to have positive emotions, increasing customer satisfaction and behavioural intentions. Therefore, Chinese resort hotels need to pay attention to upgrading their facilities in order to elicit positive emotion and maintain their relationship with customer satisfaction.

The focus of this study is to explore the antecedents of online repurchase intention (RI) of university students in Malaysia. The aim of this study is to examine online RI, specifically to examine the impact of pre- purchase user perceptions of attributes, pre-purchase user attitudes and post- purchase user attitudes on RI. This study managed to collect 318 completed online questionnaires from internet shoppers. Multiple Regression Analysis (Stepwise Method) was deployed to statistically test the proposed hypotheses. We found that perceived value and perceived risk are not predictor factors towards RI among experienced online shoppers. Interestingly, PU, PEOU, privacy concern, internet literacy/affinity and satisfaction were positively significant factors in predicting RI. This study considers a few studies' attempts to empirically examine the impact of pre-purchase user perceptions of attributes, pre-purchase user attitudes and post-purchase user attitudes on repurchase intention. The research limitations, contribution and managerial implications are discussed.