Phuoc Hong Nguyen, Long Thanh Nguyen and Linh Tran Cam Nguyen
This study applies the target similarity model to examine the effects of servant leadership on supervisor commitment and supervisor citizenship behavior. The mediating role of…
Abstract
Purpose
This study applies the target similarity model to examine the effects of servant leadership on supervisor commitment and supervisor citizenship behavior. The mediating role of supervisory commitment is explored to determine the relationship between servant leadership and supervisor citizenship behavior. The difference in supervisor gender is examined in the linkage between servant leadership and supervisory commitment.
Design/methodology/approach
The data were collected through a survey of 478 salespeople in the retail industry. Structural equation modeling (SEM) techniques were used to verify the hypotheses of this study.
Findings
The findings showed significant support for the direct and indirect effects of servant leadership on supervisor commitment and supervisor citizenship behavior. Furthermore, the positive relationship between servant leadership and supervisory commitment was stronger among female supervisors than male supervisors.
Originality/value
Due to the scarcity of studies conducted on the linkages of servant leadership, supervisory commitment and supervisory citizenship behavior, this study theoretically and empirically contributes to the leadership literature as it is the first study to investigate these direct and indirect relationships. Similarly, this study examined gender differences in servant leadership to fill the gap in the research field.
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Saleem ur Rahman, Bang Nguyen-Viet, Yen Thi Hoang Nguyen and Sohail Kamran
M-wallets have emerged as one of the most important financial innovations of the 21st century, enabling users to carry digital cash by securely storing payment methods on their…
Abstract
Purpose
M-wallets have emerged as one of the most important financial innovations of the 21st century, enabling users to carry digital cash by securely storing payment methods on their mobile devices. However, the continued use of m-wallets varies among people for several reasons. This study used the technology continuation theory (TCT), gamification and trust factors to examine the variables affecting consumers' intentions to continue using mobile wallets.
Design/methodology/approach
The SmartPLS partial least squares software was used to analyze data from 431 m-wallet users in Vietnam using the structural equation modeling technique.
Findings
The data revealed that the research model can predict users' intentions to continue using mobile wallets. TCT constructs demonstrated strong exploratory power in explaining consumer satisfaction and attitudes towards m-wallets. Furthermore, the study confirmed the direct effect of the perceived effectiveness of gamification on perceived ease of use and attitude, as well as its indirect effect on consumers' continued use intentions of mobile wallets via attitude. In addition, the trust negatively influenced consumers' intentions to continue using m-wallets.
Practical implications
The findings of this study can help researchers, practitioners and policymakers improve m-wallet design, development and adoption, as well as advance financial technology and define the future of digital payments in terms of consumer attraction, engagement and financial inclusion.
Originality/value
Based on TCT theory, this study enriches m-wallet research by examining two important factors, gamification and trust, and thus provides insights into how to improve consumers’ intentions to continue using m-wallets in developing countries. This study offers timely insights into theory and practice regarding these factors. It therefore paves the way for researchers and practitioners to learn how easy, enjoyable and secure the end-user experience should be to keep users engaged with m-wallets.
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This paper aims to inform the promotion of sustainable modes of transport. For this purpose, it deploys a means-ends framework as a type of second-order cybernetics and uses it to…
Abstract
Purpose
This paper aims to inform the promotion of sustainable modes of transport. For this purpose, it deploys a means-ends framework as a type of second-order cybernetics and uses it to explore cognitive transport mode choice structures.
Design/methodology/approach
The empirical study relies on a purposive sample and a qualitative research methodology known as laddering. It is aimed at the identification and comparative analysis of the cognitive means-ends structures of transport users.
Findings
The results reveal more positive and complex associations for the car than for public transport. Two main positive means-ends structures are identified for public transport, one related with the relaxation and the other with doing useful things while travelling. Dominant positive structures for the car are related with self-confidence, satisfaction and personal freedom. Negative means-ends structures in addition reveal important justifications and rationalizations for car use.
Practical implications
Based on the identified distinct means-ends elements and structures, this study holds important implications for developing a communications strategy and policy interventions seeking to promote public transport.
Originality/value
Means-ends theory is proposed as an integrative cybernetic framework for the study of stakeholders’ (customers’) mental models. The empirical study is the first to concurrently and comparatively examine positive and negative means-ends chains for the car and for the public transport modes.
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Selim Ahmed, Ahmed Al Asheq, Ezaz Ahmed, Ujjal Yaman Chowdhury, Tahir Sufi and Md. Golam Mostofa
The purpose of this study is to determine how consumers perceive restaurant service in Bangladesh. The goal of this study is to determine the impact of perceived service quality…
Abstract
Purpose
The purpose of this study is to determine how consumers perceive restaurant service in Bangladesh. The goal of this study is to determine the impact of perceived service quality and price fairness on consumer satisfaction and loyalty toward restaurant services.
Design/methodology/approach
The data for this study were collected from 326 respondents who have used restaurant services in Bangladesh. Partial Least Squares Structural Equation Modeling (PLS-SEM) was used to evaluate the research data with SmartPLS 3.3.3.
Findings
The current study’s findings indicate that perceived service quality and price fairness both have a direct and significant effect on consumer satisfaction. Additionally, the research findings reveal a considerable association between perceived pricing fairness and consumer pleasure and consumer loyalty. Additionally, findings indicate that perceived service quality and price fairness both have a significant indirect effect on customer loyalty via the mediating effect of consumer satisfaction.
Practical implications
The current study demonstrates that perceived price fairness has a substantial effect on restaurant consumers’ satisfaction and loyalty; thus, this evidence can assist restaurant owners and managers in developing and implementing their pricing strategy to retain customers. Additionally, the findings have significant implications for restaurant operators, practitioners and policymakers.
Originality/value
Only a few research have been conducted to determine the effect of service quality and pricing fairness on consumer satisfaction and loyalty when it comes to restaurant services. This research conclusion provides guidance to service providers on how to increase customer satisfaction and loyalty through an emphasis on price fairness and service quality.
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Md. Rabiul Awal, Tahmina Akter Arzin, Md. Mirajul Islam and Md. Tareq Hasan
This techno-centric and too much busy day-to-day living style of citizens pressurizes the implementation of E-ticketing service to adapt with change. Thus, this study aims to…
Abstract
Purpose
This techno-centric and too much busy day-to-day living style of citizens pressurizes the implementation of E-ticketing service to adapt with change. Thus, this study aims to examine the factors influencing railway passengers’ E-ticketing service acceptance and usage intention in Bangladesh and to extend the widely used Technology Acceptance Model through inserting two new constructs.
Design/methodology/approach
This paper employs structural equation modeling to test model’s paths developed through theoretical research framework. Moreover, a structured questionnaire was administered at different railway stations in northern and western parts of Bangladesh to collect data. Total of 302 responses were considered for statistical analysis to test hypotheses after considering anomalies and outliers in raw data.
Findings
The study results show that technology trust (TT) has the strongest impact on passengers’ E-ticketing usage intention rather than perceived ease of use and perceived usefulness (PU). Meanwhile, the easiness of using technology to reserve tickets does matter to female passengers rather than male passengers wherein PU and TT do not do that.
Originality/value
The findings of this study might be helpful for the railway authorities to improve the ticket reservation service quality online by developing the advanced booking application and minimizing the pressure on other transportation. Therefore, this empirical study will contribute to this domain for further study that ensures full satisfaction of passengers and uplift the railway passengers’ usage intention for E-ticketing which then helps the government to implement the digitization slogan with efficiency and effectiveness.
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Attia Aman-Ullah, Hadziroh Ibrahim, Azelin Aziz and Waqas Mehmood
This study aims to examine the impact of workplace safety (WPS) on employee retention (ER) in the health-care sector in Azad Jammu and Kashmir (AJ&K), Pakistan. At the same time…
Abstract
Purpose
This study aims to examine the impact of workplace safety (WPS) on employee retention (ER) in the health-care sector in Azad Jammu and Kashmir (AJ&K), Pakistan. At the same time, a mediation relationship through job satisfaction (JS) and employee loyalty (EL) was also tested.
Design/methodology/approach
Structured questionnaires were used to collect the data from 300 doctors, using purposive sampling technique analysed using partial least squares (Smart-PLS 3).
Findings
This study’s findings supported all hypotheses, such as WPS has a significant positive relationship with ER. In addition, a mediation relationship between JS and EL was also confirmed. Furthermore, a serial mediation effect of JS and EL between WPS and ER was also confirmed in this study.
Research limitations/implications
This study might not fit organisations from other regions due to regional norms. In the future, this study’s model may be tested on other regions and segments of the health-care sector, such as nurses, management staff and support staff.
Practical implications
The present study is unique because it is based on a newly formulated framework, WPS → JS → EL → ER, under the social exchange theory, which has not been tested before.
Social implications
In a safe environment, doctors will feel relaxed, stay longer and provide better services; resultantly, patients will get better treatment.
Originality/value
This study tested the sequential mediation effect through JS and EL for the first time in ER, which was missing previously, to the best of the authors’ knowledge. This will add more insights to the safety-retention literature in health-care settings. Furthermore, this study is also the first attempt to explore the relationship between WPS and ER in the health-care sector in AJ&K.
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Thuy Dam Luong Hoang, Ha Thu Nguyen, Dung Tri Vu and Anh Thi Tu Le
This study aims to examine the role of mindfulness in promoting customers’ purchase intentions, especially with the mediation effects of perceived ease of use and perceived…
Abstract
Purpose
This study aims to examine the role of mindfulness in promoting customers’ purchase intentions, especially with the mediation effects of perceived ease of use and perceived usefulness toward online ride-hailing services. As such, several recommendations for ride-hailing service providers and researchers are suggested for better implementation in a practical and theoretical context.
Design/methodology/approach
The data collection process is carried out online during the period of February 2022 to March 2022, with a sample of 237 respondents being analyzed by the covariance-based structural equation modeling approach.
Findings
First of all, mindfulness had a direct influence on perceived ease of use and perceived usefulness, as well as an indirect influence on purchase intention through the mediation role of perceived usefulness. Besides, perceived usefulness is found to have a positive influence on the customer’s purchase intention, while perceived ease of use positively affects both perceived usefulness and intention.
Research limitations/implications
This study just ends with customers’ intentions to adopt ride-hailing services; nevertheless, the actual behavior has not been examined. Further research might consider actual usage as a dependent factor when investigating the topic of ride-hailing services.
Originality/value
This study is notably different from the existing literature by filling the literature gap on the role of mindfulness in promoting customers’ purchase intentions toward ride-hailing services.
Objetivo
Este estudio tiene como objetivo examinar el papel del mindfulness en la promoción de las intenciones de compra de los clientes, especialmente con los efectos de mediación de la facilidad de uso percibida y la utilidad percibida hacia los servicios de transporte en línea. De este modo, se sugieren varias recomendaciones para los proveedores de servicios de transporte en coche y los investigadores para una mejor aplicación en un contexto práctico y teórico.
Diseño/metodología/enfoque
El proceso de recopilación de datos se lleva a cabo en línea durante el período de febrero de 2022 a marzo de 2022, con una muestra de 237 encuestados que se analizan mediante el enfoque CB-SEM.
Resultados
En primer lugar, mindfulness tuvo una influencia directa sobre la facilidad de uso percibida y la utilidad percibida, así como una influencia indirecta sobre la intención de compra a través del papel de mediación de la utilidad percibida. Además, se observa que la utilidad percibida influye positivamente en la intención de compra del cliente, mientras que la facilidad de uso percibida afecta positivamente tanto a la utilidad percibida como a la intención.
Limitaciones/Implicaciones de la investigación
Este estudio se limita a analizar la intención de los clientes de adoptar los servicios de transporte rápido; sin embargo, no se ha examinado el comportamiento real. En futuras investigaciones se podría considerar el uso real como un factor dependiente a la hora de investigar el tema de los servicios de transporte rápido.
Originalidad
Este estudio es notablemente diferente de la literatura existente al llenar el vacío bibliográfico sobre el papel de mindfulness en la promoción de las intenciones de compra de los clientes hacia los servicios de ride-hailing.
内容摘要
目的
本研究旨在探讨 “正念 “在促进顾客购买意向方面的作用, 尤其是在感知易用性和感知有用性对在线叫车服务的中介效应方面。因此, 本研究为叫车服务提供商和研究人员提出了若干建议, 以便在实践和理论背景下更好地实施这些建议。
设计
数据收集过程于 2022 年 2 月至 2022 年 3 月期间在线进行, 采用 CB-SEM 方法对 237 个受访者样本进行分析。
研究结果
首先, 正念对感知易用性和感知有用性有直接影响, 并通过感知有用性的中介作用对购买意向产生间接影响。此外, 还发现感知有用性对顾客的购买意向有积极影响, 而感知易用性对感知有用性和购买意向都有积极影响。
研究局限与启示
本研究仅对顾客采用打车服务的意向进行了分析, 但并未对实际行为进行研究。在研究叫车服务时, 进一步的研究可能会将实际使用情况作为一个因果因素。
独创性 本研究填补了关于正念在促进顾客乘车服务购买意向方面作用的文献空白, 与现有文献有明显不同。
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Muhammad Asif Zaheer, Tanveer Muhammad Anwar, Laszlo Barna Iantovics, Maryam Manzoor, Muhammad Ali Raza and Zoia Khan
This research aimed to raise awareness about the need for safety measures and features of online food delivery applications (OFDAs) to build electronic trust (e-trust) with…
Abstract
Purpose
This research aimed to raise awareness about the need for safety measures and features of online food delivery applications (OFDAs) to build electronic trust (e-trust) with augmented purchase intention among customers. Moreover, this study explores the attributes of electronic commerce (e-commerce) and how e-trust influences the purchasing intention of consumers while ordering food through OFDAs including fear of contagious diseases. Determinants of e-commerce in the digital era profoundly impact the performance of enterprises.
Design/methodology/approach
Data from 493 food consumers collected from Federal Capital Territory (FCT) Pakistan, who were regular users of OFDAs. To scrutinize the dataset, confirmatory factor analysis (CFA) was conducted to assess the construct validity in this research study. Structural equation modeling (SEM), which is facilitated by Smart-PLS, was employed to examine the direct, moderation and mediation effects of the proposed model.
Findings
Results revealed the positive and significant impact of the e-trust on the purchase intention. Additionally, e-trust acted as a mediating factor in the connection between electronic security (e-security), electronic privacy (e-privacy), usability, electronic payment (e-payment), electronic innovativeness (e-innovativeness) and the buyer's purchase intention. Furthermore, the fear of contagious viruses negatively moderated the e-trust and purchase intention that weakened buying behavior.
Originality/value
This research is primarily centered on enhancing the comprehension regarding safety orientation within the context of an evolving restaurant industry. The findings of this study hold substantial contributions for academics, web developers, application designers, OFDAs, restaurants and other businesses since they indicate the attractiveness of OFDAs in generating feelings of pleasure and boosting users' intentions to keep using the application.
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Belem Barbosa, Alireza Shabani Shojaei and Hugo Miranda
This study analyzes the impact of packaging-free practices in food retail stores, particularly supermarkets, on customer loyalty.
Abstract
Purpose
This study analyzes the impact of packaging-free practices in food retail stores, particularly supermarkets, on customer loyalty.
Design/methodology/approach
Based on the literature on the impacts of sustainable practices and corporate social responsibility (CSR) policies on consumer behavior, this study defined a set of seven hypotheses that were tested using data collected from 447 consumers that regularly buy food products at supermarkets. The data were subjected to structural equation modeling using SmartPLS.
Findings
This study confirmed that packaging-free practices positively influence brand image, brand trust, satisfaction and customer loyalty. The expected positive impacts of brand image and satisfaction on customer loyalty were also confirmed. However, the expected impact of brand trust on customer loyalty was not confirmed.
Practical implications
This article demonstrates how a competitive sector can reap benefits from implementing sustainable practices in the operational domain, particularly by offering packaging-free products at the point of purchase. Thus, as recommended, general retail stores (e.g. supermarkets) gradually increase the stores' offering of packaging-free food products, as this practice has been shown to have positive impacts not only on brand image, but also on customer satisfaction and loyalty.
Originality/value
This study extends the literature on the effects of sustainable practices on customer loyalty, by focusing on a specific practice. Furthermore, this study contributes to the advancement of research on packaging-free practices in retail by developing a research framework and providing evidence on the direct and indirect effects of this specific practice on customer loyalty.