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The purpose of this paper is to study the effect of staged customer experiences on customer switching costs in the banking industry.

Brand touchpoints in the banking industry are identified by exploratory research using focus group sessions with bank customers and staff and refined by exploratory factor analysis using an independent sample of bank customers to form the staged customer experience construct. The proposed research model is then validated by confirmatory factor analysis with an independent sample using structural equation modeling.

Customer experience in the banking industry consists of four related but distinct stages (i.e. pre-touch, in-touch, post-touch and service failure). The first three stages have direct and indirect effects on switching costs that are partially mediated by relationship quality.

Customer experience is an industry-specific construct with complicated effects on switching costs. Thus, the staged customer experience construct should be examined in different industries and applications to understand its implications.

Bank customers demand experiences that achieve desirable results in everyday situations and switch to other service providers easily if this demand is not met. Banks should focus on brand touchpoints that are both important to customers and increase switching costs to keep customers from defecting.

This research expands upon findings in the customer experience literature by exploring factors that link staged customer experiences with switching costs in the banking industry. In addition, a paradox is identified in the staged customer experience model that requires managers’ attention in order to design an effective customer experience strategy.

Past research has examined the extent to which users disclose personal information on social media, but the influence of fear of missing out (FOMO) or other factors on self-disclosure has received little attention. To fill this gap in the social media literature, this paper aims to examine the interrelationships among FOMO, social media addiction and self-disclosure among young users in Kuwait. In addition, the moderating effect of tie strength on the examined relationships is explored.

A conceptual framework is developed and tested by applying two-stage structural equation modeling using AMOS to examine the results of an online survey distributed to 1,347 social media users in Kuwait, 25 years of age and younger.

Path analysis confirmed an indirect effect of FOMO on self-disclosure mediated by social media addiction. Moreover, the path between FOMO and social media addiction and the path between social media addiction and self-disclosure are moderated by users’ tie strength. That is, higher levels of FOMO are more likely to increase social media addiction and, in turn, self-disclosure activities on social media among young users with weaker ties (compared to stronger ties). Overall, the findings provide support for a moderated mediation model.

Ethicists and consumer protection agencies should increase public awareness of the danger to young users with weaker ties of over disclosing personal data on social media and developing FOMO and social media addiction. Mitigation programs are needed to assist these addicted users in gaining control over their social media behaviors, leveraging social media as a powerful social change tool and preventing further damage to their psychological well-being.

Although previous research has demonstrated that FOMO, in general, is positively correlated with self-disclosure and social media addiction, the current research provides empirical evidence that these relationships are dependent on users’ tie strength. Additionally, this paper is the first to show a paradoxical effect of tie strength on self-disclosure: tie strength enforces the positive relationship between FOMO and self-disclosure in the absence of social media addiction but weakens this relationship when social media addiction is introduced as a mediator.

The present research examines self-disclosure as a negative behavior arising from excessive engagement on social media as well as social media addiction and fear of missing out.

A convenience sample of 2,333 Snapchat and Instagram users in Kuwait collected using a snowball sampling procedure was utilized to validate the research model and test the proposed relationships using two-stage structural equation modeling.

A multigroup confirmatory factor analysis across Snapchat and Instagram users showed that the measurement invariance was statistically nonsignificant. In addition, path analysis confirmed both a significant direct relationship between user engagement and self-disclosure and indirect relationships through social media addiction and fear of missing out as mediators.

Ethicists and consumer protection agencies must increase public awareness about the danger of overdisclosure of personal information on social media. The desire to be popular like fashionistas and influencers has pushed some young users to expose themselves to the public at extreme levels. Serious steps must be taken to educate young users about the negative consequences of self-disclosure on social media and healthy ways to capitalize their social presence on social media.

This study focuses on Snapchat and Instagram as underexplored social media applications with excessive engagement and potentially negative consequences on society.

Co-creation and co-invention are two diverse spheres in modern-day supply chains. Despite literature suggesting the existence of similar coherence between these concepts, the availability of published theory favoring these ideal lacks justification. This research aims to investigate the correlation and convergence of these well-known concepts to support a combined impact on research.

Comprehensive review of published literature using mathematical and statistical tools to measure inherent interrelationships and publication impacts in literature handling co-creation and co-invention.

An exploratory quantitative and qualitative analysis reveals the conundrums existing in distribution, keyword and adoption of research in the global and scientific community. The research favors a positive correlation existing between concepts such as co-ordination, collaboration, open-innovation, value creation with supply chain management and its development with rising importance of big data and block-chain technologies. Analysis reveals knowledge development with increased user-based interaction, better utilization of resources and enhanced productivity to support the mutual adaptation of co-creation and co-invention.

Outcomes will be a beacon for researchers to develop models and frameworks. Results derived will aid in improving customer participation, enhance decision making in product development, augment value creation and knowledge and resource sharing leading toward innovation.

Results will provide a detailed outline of the development and implementation of concepts in both developed and developing countries. Outcomes will also serve as a framework for marketing heads, graphic designers, website designers, supplier management and customer management in the service industry, production supervisors and customer management personnel in manufacturing industries.

This research aims to identify critical brand touchpoints that generate value for customers and brands and examine their effects on two relational outcomes: relationship quality and word of mouth (WOM).

Three studies combining qualitative and quantitative research provide evidence distinguishing four different stages of customer experience in the telecom industry and develop a research model of staged customer experience; structural equation modeling analyses are used to validate the proposed model and test for the examined effects.

Customer experience in the telecom industry consists of four related but distinct stages (i.e. pre-touch, in-touch, post-touch and service failure) and these stages have direct and indirect effects on WOM. Furthermore, the effects of customer experience stages on WOM are partially mediated by relationship quality.

The research model introduced here will allow academics and practitioners to focus their efforts on important touchpoints that influence relationship quality and WOM. Future research should examine the proposed model of staged customer experience in different applications and industries.

A common myth among marketers is that firms should design a painless experience if they want a superior market position. While avoiding a drain on financial resources, the prime objective should be to provide a holistic customer experience that is valuable to customers and the brand alike. Marketers should disregard touchpoints and stages that do not provide noticeable value.

This research answers the call for a more appropriate model to elucidate the factors that link customer experience with relational outcomes.

The purpose of this paper is to promote and analytically verify an advanced assessment design to evaluate service quality (SQ) especially in postgraduate higher education.

This research adopts a quantitative approach through a survey method. A structured questionnaire was designed as a means for collecting data. Data were collected from 182 postgraduate students in an Egyptian higher education university. Data were examined by exploratory factor analysis to pinpoint the main irregularities explained by the extracted factors. Then, confirmatory factor analysis was carried out to filter the ratios and empirically test the assessment efficiency of the developed model.

The final model consists of 33 items loaded into eight dimensions for measuring performance-based SQ of the postgraduate higher education. The results are satisfactory in terms of unidimensionality, trustworthiness, and validity tests.

Although the empirical results are significant, a comparative study can identify relative strengths and weaknesses of this model.

For improving postgraduate higher education institutions’ quality, this paper highlights some dimensions and attributes that should be considered.

The literature proposes that there is an opportunity to handle SQ from the point of view of postgraduate students covering different contexts to further build a more comprehensive structure specifically for postgraduate higher education SQ. This paper deals with this research gap with analytical confirmation within the context of postgraduate programs in an Egyptian university.

The purpose of this study is twofold. The first objective is to examine the impact of the halal beauty supply chain (HBSC) on sustainable operational excellence (SOE). The second objective is to investigate Post-SARS-CoV-2 mitigation strategies executed by halal beauty companies in Malaysia.

The questionnaire was distributed via an online survey, and data were analyzed from 143 beauty firms and their supply chains. This study used a structural equation modeling technique to test the validity of the research model and hypotheses.

This study found that halal transportation, halal manufacturing, halal packaging and post-SARS-CoV-2 mitigation strategies had a significant and direct effect on SOE. The halal procurement was the only predictor that affected the SOE when the post-SARS-CoV-2 mitigation strategy was computed as a moderator in the research model.

Consumers have the right to determine what is a good product by researching it before purchase and consumption. Muslim customers must pay attention and seek information on how the product is manufactured and distributed using sustainable materials according to Shariah law. This is because consumers are responsible for both themselves and others. Companies must view consumer awareness of product qualities as a business opportunity. Halal beauty companies should frequently execute risk mapping and mitigation strategies to decrease risk, improve revenues and attain sustainable business objectives.

Although the HBSC encompasses numerous complicated areas, such as strategic marketing, operations, as well as behavioral and Shariah compliance, there is a deficiency of literature on how firms mitigate risk in the halal supply chain. This study proposes a framework for a HBSC that achieves and leverages SOE.

The interconnectedness of supply chain processes in the aerospace industry requires companies to operate with excellence and the ability to provide robust technologies such as blockchain technology (BCT) to aid supply chain productivity. This paper aims to examine the existing practices of aerospace supply chain management, identify how BCT is used in the aerospace supply chain and whether it affects environmental sustainability.

The qualitative research approach was used, and an online interview with informants was undertaken to collect data.

The findings demonstrate that BCT has a diverse function in achieving sustainable development goals.

The manufacturing sector can be strengthened by successfully deploying BCT in aerospace supply chain management. It contributes to achieving sustainable development objectives by introducing transparency to the system and bolstering market position. BCT enables organisations to gain a competitive edge by attaining innovative operational excellence in the face of the complexity of the supply chain environment.

The findings can serve as a guide for anticipating the effectiveness of BCT in aerospace supply chain management.

This paper aims to examine the Islamic marketing literature to uncover potential customer adoption behaviours and enhance the effectiveness of blockchain-based halal logistics services in catering to customer demands. The findings of this paper provide substantial contributions to the realms of both halal logistics services and Islamic marketing literature, delineating future paths for research. By delving into halal logistics practices, integration procedures and service provider performance, this paper assists stakeholders in enhancing halal logistics services to meet the changing demands of customers effectively.

This paper uses a systematic review incorporating bibliometric analysis to examine past and contemporary research topics, selecting and appraising contributions while analysing and consolidating data. A methodical approach has been used to identify, assess and incorporate pertinent studies on Islamic characteristics, traceability technology, blockchain integration and halal logistics practices.

After screening and analysing 139 selected documents with the VOS viewer, it is evident that among a 1,000 keywords, 15 stand out in terms of frequency and link strength. The research highlights the considerable academic interest in themes such as “blockchain”, “halal logistics” and “supply chain”, underscoring their importance. The findings of this paper help bridge the gap in Islamic marketing by linking technology with religious values. It suggests that the integration of blockchain technology in halal logistics enhances operational efficiency while aligning with both operational and Islamic marketing principles, promoting ethical conduct and transparency as key enablers.

The theoretical significance of this paper lies in establishing a correlation among three key research domains: technology, symbolised by blockchain; customer-centric operations, incorporating the halal supply chain and logistics within Islamic marketing. The outcomes reflect consumer behaviour and Shariah compliance. This integration has the potential to introduce innovative theoretical frameworks that encompass religious ethics in marketing, logistics and technological advancements.

This paper comprehensively analyses the intersection between blockchain technology, halal logistics, supply chain management and Islamic marketing. The paper has comprehensively analysed previous studies and outlined the future research path for blockchain technology in halal logistics and its application in Islamic marketing literature.

This study aims to reveal the knowledge structure of social media influencer marketing literature by performing science mapping analysis through a state-of-the-art bibliometric approach to determine the current and future trends. Social media influencer marketing is one of the most effective approaches to presenting a brand and offering value to consumers via social media.

This study evaluates the knowledge structure to uncover the emerging trends and future predictions in social media influencer marketing through bibliographic coupling and co-word analysis. In total, 917 journal publications were retrieved from the Web of Science database and analyzed using VOSviewer software.

The central theme in social media influencer marketing reflects digital engagement between influencers and followers and communication between influencers and followers. The theoretical and managerial implications are discussed.

This study unleashes the knowledge structure according to the fundamental literature of social media influencer marketing and the underlying themes related to the phenomenon.