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This study intends to investigate the impact of e-service quality on Malaysian customers' propensity to make online purchase. Data collection was performed by distributing questionnaires to online shoppers in Klang Valley, Malaysia by employing purposive sampling technique. A total of 212 questionnaires were usable for data analysis by using PLS-SEM method. According to the findings, the likelihood to purchase online was positively impacted by all the e-service quality dimensions namely trust, shopping enjoyment, website design, and privacy. This study also discusses the practical implications and put forward several recommendations to be considered by future researchers. Keywords: E-Service Quality; Purchase Intention; Online Retailers; PLS-SEM eISSN: 2398-4287 © 2023. The Authors. Published for AMER & cE-Bs by e-International Publishing House, Ltd., UK. This is an open access article under the CC BY-NC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/). Peer–review under responsibility of AMER (Association of Malaysian Environment-Behaviour Researchers), and cE-Bs (Centre for Environment-Behaviour Studies), College of Built Environment, Universiti Teknologi MARA, Malaysia. DOI: https://doi.org/10.21834/ebpj.v8i24.4676

This study explores the moderating role of religiosity on the relationship between service recovery dimensions namely distributive justice, procedural justice, and interactional justice on recovery...

Compared to many developing countries, Malaysia has been far less successful in getting its citizen to embrace hybrid electric vehicles (HEVs). The study investigates the reasons behind this problem and offers a framework that could facilitate policymakers and stakeholders toward the electrification transition. Using the textual-based content analysis method, text-based articles and comments were extracted from a local reputable automotive news portal using a web scraper tool and analyzed using the open-coding technique. Surprisingly, environmental and greenhouse pollution issues did not emerge from our analysis—indicating that altruistic values and ecological consideration are not among the consumers' priorities when evaluating HEVs. Value proposition and risk aversion form the main themes, while national carmakers, competition, ambiguous policies, perceived unfairness in incentives distribution, and physical presentation constitute the minor themes. Overall, the consumers remain highly cautious and skeptical toward HEVs ownership proposition. This paper contributes to the existing literature by presenting a strategic framework for consumers' adoption of HEVs across Southeast Asian Nations (ASEAN). The main message is that HEV adoption requires a firm political resolution from ASEAN governments to promote a fairer playing field within the region by complementing (rather than competing with) each other. By removing non-tariff barriers and providing incentives, the gradual growth of a sizeable and sustainable HEV customer base will potentially dispel existing consumers' negative perceptions toward these cars.

Organizational change is one of the most effective ways to achieve a competitive advantage. However, littleis known about “how business size moderates the relationship between organizational change and competitiveadvantage”. The aim of this study is to determine the effect of organizational change on competitive advantage and tofind out whether business size moderates the relationships between organizational change and competitive advantage.Data obtained from employees working in Chabahar-Industrial Zone in Iran. A total of 233 valid questionnaires werereceived from the firms operating in this zone. Data was analyzed by employing descriptive statistics, ExploratoryFactor Analysis (EFA), Confirmatory Factor Analysis (CFA), and Linear Regression techniques. The moderator roleof business size was assessed by PROCESS software. Findings revealed that organizational change has positive effecton competitive advantage. And, business size plays a moderating role on the relationships between organizationalchange and competitive advantage., Örgütsel değişim rekabetçi avantaj sağlamada en etkili yollardan biridir. Yazında örgütsel değişim ilerekabetçi avantaj ilişkisinde işletme büyüklüğünün aracılık etkisi konusunda sınırlı bilgi yer almaktadır. Buradanhareketle, bu çalışmanın amacı, örgütsel değişimin rekabet üstünlüğü elde etmeye olan etkisinin belirlenmesi veişletme büyüklüğünün bu ilişkideki düzenleyici etkisinin ortaya konulmasıdır. Veri, Chabahar-Sanayi Bölgesi (İran)çalışanlarından elde edilmiştir. Toplamda 233 geçerli anket toplanmıştır. Veri; tanımlayıcı istatistik, Açıklayıcı FaktörAnalizi, Doğrulayıcı Faktör Analizi, Doğrusal Regresyon teknikleriyle analiz edilmiş ve işletme büyüklüğünün aracılıkrolü PROCESS yazılımı ile incelenmiştir. Bulgular, örgütsel değişimin rekabetçi avantaj üzerinde pozitif etkiye sahipolduğunu ve işletme büyüklüğünün bu ilişkide aracı role sahip olduğunu göstermiştir.

Gunumuz yuksek rekabet ortaminda faaliyet gosteren isletmeler gelismis teknolojilerini artan sekilde is sureclerine uyarlayip kullanmaktadirlar. Gelismis teknolojilerin kullanim alanlarindan biri de sosyal aglardir (veya genis kabul gormus adiyla sosyal medyadir). Sosyal medya isletmelerde sadece eglenme ve sosyallesme amaciyla degil is amaclari icin de kullanilmaktadir. Fakat, sosyal medyanin personelin is performansina etkisi hakkinda yazinda sinirli bilgiye rastlanilmaktadir. Dolayisiyla, bu ampirik calismada sosyal medya kullaniminin calisanlarin is performansina etkisinin hizmet isletmeleri kapsaminda arastirilmasi amaclanmistir. Hizmet sektorunde faaliyet gosteren isletmelerinde, yuz yuze anket yoluyla rastgele secilmis 205 is gorenden veri elde edilmistir. Veri analizinde yapisal esitlik modellemesi teknigi kullanilmistir. Arastirmada, sosyal medya kullanimi ile is goren performansi arasinda pozitif ve anlamli iliski oldugu belirlenmistir. Arastirma sonucuna gore calisanlarin isletmelerde sosyal medya kullaniminin kacinilmaz bir gercek oldugu degerlendirilmistir. Bu gercekten hareketle yoneticilerin, calisanlarin sosyal medyayi is amacli kullanmalari yonunde bilgilendirmeleri ve hatta tesvik etmelerinin gerektigi soylenebilir. Bu sekilde hareket edildiginde isletmeler is sureclerinde sosyal medyadan maksimum fayda elde edebilirler.

The present study examines the relationship between service recovery and brand evangelism. Service recovery is represented by three dimensions namely distributive justice, procedural justice, and interactional justice. These three dimensions of service recovery were derived from the integration of justice theory, social exchange theory, and equity theory. Purposive sampling technique was employed for data collection with a total of 338 questionnaires were usable for data analysis using Analysis of Moment Structures (AMOS) software. The results demonstrate that distributive justice and interactional justice were positively related to brand evangelism. However, the relationship between procedural justice and brand evangelism was not significant. Further discussion on the findings and suggestions for future studies are also offered in this paper.

Social media is creating a drastic change at workplaces, and organizations are increasingly interested in adaption of it for their business processes. The aim of social media usage at workplace may differ but ultimate objective is to build social networks and sharing. This empirical research examined the effect of use of social media on employees’ job performance and the mediating effect of an organizational structure. Survey data gathered from 205 valid responses and analyzed by structural equation modelling technique. Results revealed that “use of social media” is positively correlated with “employees’ job performance”, while organizational structure has positive mediating effect.

In today's hyper-competitive business environment, customer satisfaction is vital for success. However, in many businesses, service failure may surface despite consistent avoidance efforts. The purpose of this study is to investigate the relationship between service recovery and customer satisfaction in co-created retail industry. Co-created retail industry which reflects the engagement of customers in business value creation is a win-win approach to customers and retailers particularly in context of service recovery. Although predominant attention on service recovery has been assessed in hospitality context especially in hotel and restaurant setting, there are very limited explorations in co-created retail context to lend sufficient understanding for retail recovery management. A conceptual framework and three prepositions were developed indicating that customer satisfaction is influenced by three justice dimensions of service recovery which is outcome justice, procedural justice and interactional justice. Managerial implication of this study is discussed to exhibit the importance of service recovery in winning back the upset customers.