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PurposeThis study investigates how entrepreneurial leadership fosters market orientation, bank innovativeness and bank performance; it also investigates how market orientation contributes to brand orientation, bank innovativeness and bank performance.Design/methodology/approachIn total, 1500 questionnaires were distributed to 100 bank branches in Indonesia (500 to managers and 1000 to employees); 300 responses (20% response rate) were used for further statistical analysis.FindingsThe results confirmed the existence of relationships among entrepreneurial leadership, market orientation, bank innovativeness, brand orientation and bank performance. The role of entrepreneurial leadership in fostering market orientation, bank innovativeness, brand orientation and bank performance demonstrates that leaders can motivate employees to complete their tasks.Practical implicationsThe findings suggest that entrepreneurial leadership, new ideas and innovative products and services can foster bank performance.Originality/valueThe emerging banking industry in Indonesia has witnessed changing market conditions. Banks will benefit from being more market-driven and diverse in their customer relationships to generate value.

Purpose This study aims to investigate the secondhand clothes (SHC) donating behavior phenomenon using the cognitive-affective-conative model and examines the moderating role of COVID-19 knowledge on the relationship between the desire to donate and actual SHC donating behavior. Design/methodology/approach A total of 160 questionnaires were distributed to potential participants who donated their clothes to thrift shops during the COVID-19 pandemic in the USA. Findings A total of 145 useable surveys were collected for analysis. The study found that the desire to donate SHC plays an essential role in enhancing actual SHC donating behavior. In addition, the study found that perceived responsibility and altruistic fear positively influence the desire to donate SHC. In contrast, individuals’ COVID-19 knowledge does not moderate the relationship between the desire to donate SHC and actual SHC donating behavior. Originality/value A limited empirical study uses the cognitive–affective–conative approach to SHC donating behavior. The findings of this study enhance the body of SHC’s theoretical knowledge and enhance individuals’ participation in donation programs in support of their community and humanitarian programs.

Purpose This study aims to extend the study of COVID-19 effects by identifying different consumer behaviors beyond panic buying during the pandemic. Design/methodology/approach A systematic review was based on Herjanto et al.’s (2020a) thematic analysis and Paul et al.’s (2021) 5W1H framework, and the authors analyzed 52 related papers. Findings The result findings indicated that during the COVID-19 pandemic, consumers fell into five different consumer behavior categories: health-related behaviors, consumption behaviors, ethical behaviors, behavioral intentions, and other related behaviors, and social connectedness behaviors. Findings show that consumer behaviors were increasingly complex and dynamic during the pandemic. Originality/value This systematic review will provide significant contributions to academia by offering general and technical insights and to practitioners by presenting guidelines on dealing with such different behaviors.

Purpose The purpose of this study is to describe and analyse the effect of a set of determinants on initial trust and behavioural intention to use financial robo-advisors (FRAs). Design/methodology/approach The theory of perceived risk and the behavioural finance paradigm were used to develop a conceptual model of retail investors’ initial trust in FRAs. Data collected from 554 young retail investors (YRIs) from Sweden and Malaysia were analysed using structural equation modelling. Findings The results of this study indicate that the amount of public information, social media information-seeking and a rational decision style are significantly related to initial trust in FRAs, which in turn is significantly and positively related to the behavioural intention to use this technology. However, none of the risks under study significantly affect the initial trust in FRAs. Practical implications Information is vital to inducing YRIs to rely on FRAs, so the more public and social media information is available, the higher their intention to use this technology. However, YRIs vary in decision style, and the results suggest implementing a more sophisticated system than the current “one-size-fits-all” approach to YRI behaviour. Originality/value The empirical-based model enhances the knowledge of the initial phase of trust-building, when YRIs lack sufficient experience of FRAs. By collecting data from two countries, the study’s novel conclusions may help in developing effective FRA services for the youth segment.

PurposeThis paper aims to examine the effect of leader–member exchange (LMX) and work–family enrichment (WFE) on anxiety and depression, social functioning and loss of confidence as three dimensions of mental health. Furthermore, the paper aims to investigate telework and information and communication technology-based mobile work (TICTM) as a moderator of the effects of LMX and WFE on mental health.Design/methodology/approachData were collected from 214 Bangladeshi employees in the public and private sectors via an online survey. The partial least squares structural equation modeling (PLS-SEM) and multi-group analysis were performed to gauge the abovementioned linkages.FindingsThe findings reveal that LMX fosters employees' social functioning while it mitigates their losing confidence. The findings further indicate that WFE enhances social functioning while alleviating anxiety and depression. However, TICTM did not act as a moderator of the effects of LMX and WFE on three dimensions of mental health.Originality/valueDespite a plethora of empirical studies on LMX and WFE, no empirical studies have examined the effect on employee mental health as well as TICTM as a moderator in these linkages in the extant service literature so far. This paper set out to fill in these voids.

Purpose This study aims to offer a holistic halal cosmetic consumption framework by describing the current knowledge about halal cosmetics and presenting new directions for future research. Design/methodology/approach The theory, method and context–attributes, decision and outcome systematic review framework was used in this study. This study addresses the halal cosmetics literature published in the Scopus database: nonpredatory journals between 2010 and 2021. Findings This study found seven antecedent categories that affect four halal cosmetics consumption decisions. Those decisions led to three outcomes. In addition, behavioral theories were identified as the most frequent theory used to explain this phenomenon in personal and business settings. Originality/value To the best of the authors’ knowledge, this is the first systematic review of halal cosmetics consumption. This study explores the relevant theories, contexts, methods, antecedents and consumer decisions. Therefore, this study offers important insights into this phenomenon.

PurposeThis study aims to propose and examine a research model where work engagement mediates the impacts of high-involvement work practices (HIWPs) on bank employees' turnover intentions. Specifically, the paper assesses: (a) the effects of empowerment, information sharing, rewards and training on work engagement and turnover intention, (b) work engagement as a mediator of the effects of these HIWPs on turnover intention (c) and functional competence as a moderator of the effects of these HIWPs on work engagement.Design/methodology/approachAn online survey was employed to gather data from 343 employees working in commercial banks in Bangladesh. The authors applied partial least squares structural equation modeling to assess the aforesaid linkages.FindingsEmpowerment and information sharing increase bank employees' work engagement, while training and rewards reduce their proclivity to leave. Work engagement partly mediates the relationships of empowerment and information sharing to turnover intention. Functional competence moderates the relationship between three HIWPs (empowerment, information sharing and rewards) on work engagement.Originality/valueThe paper examines the association between HIWPs and turnover intention, which has been subjected to little empirical inquiry among bank employees during a crisis (e.g. Covid-19 pandemic). The paper provides new insights into the underlying mechanism linking HIWPs and turnover intention and highlights the moderating effect of functional competence. Additionally, the study offers new knowledge on the impact of the pandemic on bank employees' HIWPs. Finally, this paper used data gathered from bank employees in Bangladesh, which is an underrepresented Asian country in the extant service research.

Purpose The purpose of this paper is to explore and understand the needed entrepreneurial actions required to attain sustainability during the COVID-19 pandemic. Social entrepreneurial sustainability is defined as the process of developing sustainable solutions for social, economic or environmental problems that are not being addressed by the market. This paper intends to get a clearer picture of how social entrepreneurial sustainability is affected by the exogenous shocks caused by the pandemic. Design/methodology/approach A qualitative exploratory approach using a case study design was used. Semi-structured interviews with five CEOs and founders of accredited social enterprises in Malaysia that have proven sustainable were conducted. Triangulation was applied in this study through three different data sources to confirm and validate the emerging findings. Findings The findings reveal various innovative revenue-generating activities and business processes taken by social entrepreneurs to be sustainable during the COVID-19 pandemic, such as pivoting and forging new partnerships. Themes such as technical innovation and social innovation are critical concepts that need to be differentiated and understood. The introduction of a new construct termed “mission agility” will be of significant interest to academicians studying social entrepreneurship and sustainability. Practical implications The practical implications of this study suggest that if social enterprises implement the recommended strategies, they may achieve both short-term and long-term social entrepreneurial sustainability during the pandemic crisis and progressively into the post-pandemic era. Originality/value This study is unique by using two methods of data collection. By providing vital empirical evidence through primary and secondary data, the paper will offer robust findings and proposes recommendations on entrepreneurial strategies to foster the recovery and sustainability of social enterprises during the COVID-19 pandemic.

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...

In this research we attempt to empirically validate a model – using signalling theory – that explains important antecedents and consequences of students’ attitude towards internationally accredited...

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.

In the emerging field of academic research on social entrepreneurship, studies linking social entrepreneurship to sustainability is gaining interest due to the importance of connecting these two co...

PurposeThis paper aims to explore the best practices in marketing strategies for the Malaysian business event industry.Design/methodology/approachA qualitative methodology was adopted to collect primary data from semi-structured interviews. The informants included ten experts from the Malaysian business event industry. The data collected were then grouped using the ATLAS.ti (v.8) software for thematic analysis. A trustworthiness assessment was applied to increase the credibility and ensure the rigour of the qualitative findings.FindingsThe qualitative results revealed the following final themes: event marketing, the marketing plan, the 7 Ps of the marketing mix, strength, weaknesses, opportunities and threats (SWOT) analysis and traditional and digital marketing. Interestingly, three inductive themes were also emerged as follows: relationship marketing, unique selling points (USPs) and key opinion leaders.Research limitations/implicationsThis study looked at Malaysian business events and focused only on findings from the industry expert's perspective. In the future, further investigation may concentrate on other business event industry players such as destination marketing companies, airline operators, travel intermediaries, clients, suppliers, universities and the government.Practical implicationsThe findings offer a holistic approach to increase Malaysia's competitiveness among other primary business event host destinations in the Asian-Pacific, improve its worldwide and Asian-Pacific rankings and better position the country as a preferred business event destination during the coronavirus disease 2019 (COVID-19) pandemic.Originality/valueThis is the first such study to date, which has never been explored in qualitative academic research. This study has substantial implications for various business event industry stakeholders in Malaysia.

The epidemic of COVID-19, the disease triggered by the SARS-CoV-2 virus, has had major economic, political and social effects worldwide, leading to concern about the disease, especially in the fran...

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.

PurposeThis paper seeks to analyze the impact of internal marketing orientations (IMOs) on the competitiveness of higher education institutions (HEIs) in the United Arab Emirates (UAE).Design/methodology/approachA stratified random sampling was employed to collect data from a pool of 5,968 faculty members in 102 HIEs in the UAE. An online survey questionnaire was placed on Qualtrics online data collection platform and sent to selected participants. Out of a total of 638 surveys send through email, 349 surveys were returned, duly filled. The model was tested using SmartPLS structural equation modeling (PLS-SEM).FindingsIMO dimensions of information generation (IG), information dissemination (ID) and information responsiveness (IR) are inexplicably linked to HEI's competitiveness and faculty performance. IR proved to be a more significant predictor of HEI's competitiveness compared to IG and ID.Practical implicationsThe study proposes that HEI policymakers encourage the exchange of value among the internal stakeholders and formulate employee-focused policies as part of their corporate objectives. The findings also advocate in improving working conditions and enhancing work–life balance to strengthen the institutions' competitive position within the industry.Originality/valueThis study is the first to explore the interrelationship among the IMO dimensions of IG, ID and IR and their impact on HEI competitiveness, particularly in the UAE.

PurposeThis study aims to investigate to role of empowering leadership and psychological empowerment on nurses' work engagement and affective commitment.Design/methodology/approachSelf-administered questionnaire data from 231 nurses working in a university hospital in Saudi Arabia were analysed using a cross-sectional research design using structural equation modelling (SEM) to assess the relationship between empowering leadership (EL), affective commitment (AC) and work engagement (WE) while testing for the mediating role of psychological empowerment (PE).FindingsSEM analysis demonstrated that EL significantly relates to AC. AC similarly significantly relates to WE. Further, the results showed that PE substantially mediates the relationship between EL and WE. There is no significant direct relationship found between EL and WE.Practical implicationsThe study findings are essential for nursing managers. They illustrate that nurses become more committed to their organisation and, in return, more engaged with their work when they receive EL. Therefore, nursing managers could train their leaders to practice EL as increased WE has been found to result in other positive work attitudes such as reduced turnover intention.Originality/valueThis study corroborates the relationships between EL, AC and WE, as well as the mediating role of PE. However, this research is unique as the long-established relationship between EL and WE was not supported. It shows that the propositions of leader-member exchange theory may not hold for unique non-Western contexts, in this case, Saudi Arabia.

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.

PurposeThe objective of this study was to investigate the effect of appearance, lifestyle and status similarity on interaction intensity, satisfaction with a banker and repurchase intention. Also examined was the moderating effect of client knowledge in the enhancement of customer satisfaction with a banker.Design/methodology/approachA total of 800 questionnaires using the snowball sampling technique were performed to distribute the questionnaires to bank customers at different ethnic community centers in New Zealand. A total of 377 useable questionnaires were collected for further analysis.FindingsThe findings indicated that the three types of similarity affect interaction intensity differently. Lifestyle similarity was found to positively influence interaction intensity. The similarity constructs of appearance and status were found to have an insignificant relationship with interaction intensity. The findings show that appearance similarity and interaction intensity are able to enhance customer satisfaction with a banker. Customer satisfaction with a banker has a significant relationship with repurchase intention. Client knowledge influences the degree of interaction intensity and satisfaction with a banker.Practical implicationsThe findings of this study help bankers to understand the importance of their similarities with a customer and to design recruitment strategies and training sections to improve customer satisfaction.Originality/valueThis study contributes to the body of knowledge by incorporating interaction intensity, similarity and satisfaction with a bank into the repurchase intention model.

Purpose This study aims to analyze low-cost-carrier (LCC) passengers’ comments about their flight experience on Asian LCCs. Design/methodology/approach A netnography approach was used to review and content analyzed 230 LCC passengers’ negative feedback on the TripAdvisor website. Findings LCC service failures generated 17 different negative emotions; among them, shock, disappointment and surprise were the most frequent emotions felt by passengers. Practical implications Maintaining a high level of customer service and ensuring easy access to information reduces LCC passenger’s negative emotions and meets LCC passengers’ service expectations and satisfaction. This study provides guidelines for the LCCs management who want to implement a netnography technique as a marketing research strategy. Originality/value A better understanding of this concept will help the LCCs industry to build a robust business model than competitors, maintain their competitive advantages in the global market and develop effective marketing strategies to attract more passengers.

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 develop an integrated conceptual framework of total quality management and corporate social responsibility.Design/methodology/approachThis study is based on stakeholder theory, which stresses the satisfaction of all stakeholders. Therefore, companies generate profit for their shareholders by producing high quality products and services to emphasize human dignity and to satisfy their employees without harming people and the natural environment.FindingsThe results of the study suggest an integrated conceptual framework by identifying the critical factors that are parallel between quality management and social responsibility to satisfy key stakeholders’ demands.Research limitations/implicationsThis study is conceptual in nature, and empirical research is needed to identify the critical factors that promote the application of TQM and CSR practices, which are limited.Practical implicationsThe proposed conceptual framework may facilitate the management of an organization to evaluate its quality and social programs and will highlight problem areas that can be improved. This study contributes to the literature on TQM and CSR and captures the important factors for effective TQM and CSR practices. The conceptual framework will help researchers and firms to recognize TQM and CSR initiatives and establish a strengthened relationship between corporate strategy and social conditions.Originality/valuePrevious studies have been conducted separately in the areas of TQM and CSR, and there are still not sufficient number of studies to simultaneously integrate quality management and social responsibility. Thus, there is a critical research gap, which raises the question of how the integration of TQM and CSR practices can be developed. There is a need to recognize the mechanism through which the specific element of CSR would be included as an implicit and/or explicit aspect or whether it should be addressed along with TQM. Therefore, this study proposes an integrated conceptual framework that can be applied to the broader issues of responsibility rather than just quality.

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.

Purpose The purpose of this paper is to investigate the role of trust in enhancing customer loyalty, and to test the mediation role of commitment and customer intimacy in the relationship between trust and customer loyalty. Design/methodology/approach A total of 500 questionnaires were distributed and 200 were returned (40 percent response rate), and a structural equation modeling technique was used to test the hypotheses. Findings The results of this study show that trust has a significant relationship with commitment and customer intimacy but no significant relationship was found with customer loyalty. Commitment and customer intimacy have a significant relationship with customer loyalty. The mediation analysis reveals that commitment and customer intimacy play a mediation role in the relationship between trust and customer loyalty. Practical implications This study indicates that commitment and customer intimacy affect customer loyalty. The role of commitment and customer intimacy as a mediator between trust and customer loyalty indicates that customers are committed to continuing and maintaining the relationships with Islamic banks. Originality/value This study provides empirical evidence on interrelationships between trust, commitment, customer intimacy and customer loyalty in banking relationships.

Purpose The purpose of this paper is to investigate the structural relationships between total quality management (TQM) and employee satisfaction and hotel performance. Design/methodology/approach A judgmental sampling technique was employed in this study. A total of 25 (four- and five-star) hotels were selected in four cities in Malaysia. A total of 625 questionnaires were distributed randomly to both employees and managers. Findings The results of this study showed that seven TQM constructs have significant relationships with employee satisfaction and hotel performance. Leadership and customer focus play significant roles in enhancing employee satisfaction and hotel performance. Practical implications Employees who are highly satisfied with their jobs will be willing to support their coworkers. They will be loyal to their jobs and enhance hotel performance. Hoteliers must provide a friendly working atmosphere, as well as a blueprint and strategic map, to increase employee satisfaction and improve hotel performance. Originality/value This research study provides a substantial contribution to the hospitality management literature by explaining how TQM practices can be used as a predictor of employee satisfaction and consequently improve hotel performance. A better understanding of these relationships will help hoteliers in developing their marketing strategies to maintain the relationship with hotel customers.

The increased use of the smart travel planning apps as a new tool in hospitality and hotel industry has changed the way travelers make their travel plans. The apps users obtained their preferred tour itinerary and subsequently determine the choice of theirs tour destinations. Therefore, the objective of this study is to investigate the effects of itinerary plans developed by smart travel planning apps on the choiceof tour destination. The underpinning theories were unified theory of acceptance and use of technology model and experiential consumption(UTAUT).The study was conducted in Malaysia and the sample consisted of 307 travelers who are familiar with apps usage. Variance-based-PLS technique was used to analyze and test the hypotheses. The resultconfirmedthatUTAUTdimensionshavesignificantrelationshipwiththeintention to use the itinerary. Both hedonic and utilitarian values from personal consumption perspectivesignificantlymotivatetravelers’behavioralintentiontousethesmarttravel apps. This study contributes to the research on the intention and usage behavior of mobile apps technologies by developing an integrative model to explain the intentions and usage behavior of the tour itinerary.

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.

Purpose The purpose of this study is to examine the impact of service quality, perceived usefulness and users’ cognitive satisfaction to determine the third-generation (3G) mobile phone users’ behavioural retention in using 3G telecommunications services. Design/methodology/approach A total of 243 valid questionnaires were collected from 3G users in the Klang Valley, Malaysia. The combination of partial least squares (PLS) path modelling approach and structural equation modelling (SEM; PLS-SEM) technique was used to analyze the measurement and structural model. Findings Our empirical assessment supports the proposed research hypotheses and further suggests that service quality is a second-order reflective construct comprising navigation and visual design, management and customer service and system reliability and connection quality. Originality/value Prior studies have examined the impact of service quality, perceived usefulness, overall users’ satisfaction and behavioural intention on an information system in general. This study is among the few studies that have attempted to gain insights into 3G users’ post-adoption experience with telecommunications services.

Purpose – The purpose of this paper is to examine the structural relationship between web site personality, utilitarian web browsing, hedonic web browsing and online impulse buying of tourism products. Design/methodology/approach – A total of 405 valid online questionnaires were collected to empirically test the measurement and structural model using partial least square path modelling approach, a variance-based structural equation modelling technique. The study sample includes experienced online shoppers who performed shopping tourism products and services via internet medium. Findings – The results imply that web site personality is a second-order reflective construct comprising solidity, enthusiasm, genuineness, sophistication and unpleasantness. web site personality positively influences utilitarian web browsing, hedonic web browsing and online impulse buying; and both hedonic web browsing and utilitarian web browsing positively influence online impulse buying. Originality/value – Online impulse buying of tourism products has not been profoundly explored in current literature, despite its important implication for managers, academicians and consumers alike. This study contributes to the field of e-commerce marketing, retailing and e-tourism research.

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.

This study investigated the relationships between service experience, emotions, satisfaction, and price acceptance in Chinese resort hotels. A self-administered survey was used to collect the data from respondents. A total of 500 questionnaires were distributed to customers at resort hotels in three cities of China; 170 were returned representing a response rate of 34%. The results of this study show a significant relationship between service experience and emotions, jointly influencing customer satisfaction, which influences price acceptance of customers. These results indicate that management of resort hotels need to consider how the physical environment, interaction with employees, and other customers within resort hotels can be managed in order to satisfy the customers emotionally, which will lead them to accept premium prices charged by resort hotels. This study would enable resort hotels to have a better understanding of how a great experience and positive emotions influences customer satisfaction a...

In the current globally competitive market, the competitive argument supporting a global marketing strategy includes the economic and strategic necessity to continue to compete successfully (Verhage et al., 1989) when economic crises can have an extraordinary effect on the global economy (Smyczek and Glowik, 2011; Segal-Horn and Dean, 2010). For academicians, practitioners and government policy-makers it would be valuable to better understand the factors behind firms’ transformation from international to global status and whether another company from the same country or another country could possibly replicate their achievement (Gabrielsson and Gabrielsson, 2004). The processes of internationalization and global economic integration by firms are gaining greater significance (Aguilera-Caracuel et al., 2011; Polo Pe-a et al., 2011; Kontinen and Ojala, 2011; Baum et al., 2011). Additionally, the growing significance of marketing in emerging economies underpins recent research examining new product development, branding, product quality, market orientation and various other aspects of marketing (Ellis et al., 2011). The process of market reform which characterizes the move away from central planning in emerging economies creates a substantial need for managers to acquire the techniques and skills of marketing (Ellis, 2010); it also requires an increased contribution from the world’s major economies, an increase in international trade and to take continuous steps towards internationalization (Viswanathan and Dickson, 2007).

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.