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This article delves into a theoretical framework evaluating the outcomes of justice perception (JP) on post-complaint behaviors. In addition, this article intends to facilitate service strategists to tailor service recovery efforts to attain a competitive gain.

We explored the complex relationships between JP and positive word-of-mouth (PWOM), evaluating the role of recovery disconfirmation (RD) as a mediator and also exploring factors that work as moderators. Data were collected in three different studies (Study 1: survey in banking service, Study 2a: experiment in hotel service and Study 2b: experiment in banking service) and were evaluated through the regression-based analysis.

Findings show that the link between JP and PWOM is mediated by RD. Moreover, the attitude toward complaining, failure severity and cognitive reappraisal function as moderators in affecting the behavioral consequences of JP.

In contrast to existing research discussing similar topics, in this article, exclusive focus is given on the moderation and mediation impacts for hypotheses evaluation. Thus, the outcomes from our studies provide a strategic outline for managing service failures by enhancing customer interactions, creating opportunities for competitive gain.

Hoping to increase the productivity of their employees, firms provide and expect their employees to use approved mobile apps. However, despite an intuitive appeal, the relationship between information technology usage and productivity is still seen as paradoxical. This study examines the relationship between employees' experience and engagement with business mobile apps provided by employers and its effects on employee work productivity.

Data from respondents who use employer-provided business apps were used to test the hypotheses. Measurement-corrected latent scores extracted from the PLS measurement evaluation were used in regression-centric assessment using PROCESS.

Results indicate that employee-users’ experience-based attributions of the business app, i.e. customization, performance quality and compatibility, have positive effects on productivity mediated by participation intensity. Further, work type (retail vs non-retail) and the depth of the employee user’s experience moderate experience-based attributions' indirect effects on productivity.

Unlike previous studies delving into this topic, this study focuses solely on the mediation and moderation effects for hypothesis testing. Specifically, this study investigates effects conditional on work type (retail vs non-retail), which the authors believe has significant implications for retailing. These findings have interesting implications for both future research and managers.

This purpose of this paper is to develop and examine a theoretical framework for evaluating role of corporate social responsibility (CSR) in influencing millennial fast food consumers’ purchasing behavior. It also aims to help business strategists to leverage marketing strategies to achieve a competitive gain.

To examine the proposed framework through the partial least squares structural equation modeling (PLS-SEM), the authors collected data through survey. They also evaluated the proposed framework through the multi-group analysis and the importance-performance map analysis (IPMA).

Findings suggest that CSR alone is unable to influence millennial fast food consumers’ purchase intention. Therefore, fast food business strategists should communicate CSR activities by simultaneously focusing on affective identification and satisfaction to achieve the objective. IPMA analysis shows that, among all the CSR indicators, fast food restaurants’ responsible behavior and their concern with respect to the environment create the most impact on millennial fast food consumers’ mindset.

For fast food business strategists, the findings of this research provide a strategic blueprint in terms of using CSR as a way to foster relationships with the millennial fast food consumers, thus creating a competitive advantage in the market.

Anchoring in the theoretical framework, this research contributes to the extant literature by providing a critical evaluation of how to influence millennial fast food consumers’ purchase intention from a more systematic perspective. This research also offers fast food marketing managers a strategy by leveraging their initiatives for a particular customer segment through the IPMA at both the construct and indicator levels.

The application of mobile augmented reality (MAR) for enhancing user experiences and consumer patronizing intention has been the focus of recent MAR literature. Few studies examine the differences between apps. This study fills the research gap by examining how consumers assess their experiences with different MAR applications and how their decision-making process is performed, particularly in the setting of smartphones.

A web-based online survey was administered to collect data on consumers' perceptions of two different MAR apps: utilitarian and hedonic apps. Reliability and validity of the measurement scales, non-response bias and comment method bias were assessed. With the support of measurement model, partial least square (PLS) was employed to test the research hypotheses.

This study reveals that the technological attributes of augmented reality (AR) apps have significant effects on consumer perceptions of their utilitarian and hedonic benefits, including interactivity, visual quality, service quality, technicality and aesthetics. Moreover, this study shows that consumers of hedonic apps place more importance on their enjoyment with the MAR app; consumers of utilitarian apps focus more on the accrued functional values. The findings provide practical insights for retailers in AR marketing and application development in the MAR environment.

This study provides a comprehensive viewpoint for analyzing ongoing use and purchase intentions simultaneously in a unified theoretical framework. In addition, it compares different types of MAR apps: hedonic and utilitarian. Furthermore, it is one of the first few studies attempting to provide a comprehensive understanding of the predictive role of MAR technologies by incorporating privacy concerns into the research model based on user and gratification framework.

The purpose of this paper is to develop and examine a theoretical framework that evaluates the effects of banking consumers’ justice perception on their post-complaint mindsets. It also aims to help business strategists to customize service failure management activities to achieve a competitive advantage.

To examine the proposed framework using partial least square structural equation modeling, the authors collected data through a survey. The authors also evaluated the proposed framework through multi-group analysis and importance-performance map analysis (IPMA).

Results show that recovery disconfirmation mediates the relationship between banking consumers’ perception of justice and recovery satisfaction. Moreover, after a service failure, brand equity and loyalty mediate the relationship between recovery satisfaction and positive word-of-mouth behavior. IPMA analysis at the construct level shows that fostering the perception of recovery satisfaction is crucial for creating a positive post-failure impression in the mind of the banking consumer.

For banking practitioners, the findings of this research provide a strategic blueprint for managing service failure by developing relationships with consumers, thus creating an opportunity to gain competitive advantage.

Anchored in the theoretical framework of justice theory (Adams, 1963), expectation disconfirmation theory (Oliver, 1977) and social exchange theory (Kelley and Thibaut, 1978), the research adds to the literature by providing a critical evaluation of how to influence banking consumers’ post-complaint behavior from a more systematic perspective.

Construction management is enriched in many ways by direct and indirect support of lean construction concept. The objectives of this study are to assess the current level of awareness about lean construction practice, to identify the potential benefits and challenges to implement lean construction in the Bangladeshi construction industry and to prioritize them.

A comprehensive literature review has been done to design a questionnaire for the survey. The final questionnaire has been designed with 27 lean tools, 41 challenges, and seven benefits of implementing lean principles in the construction industry. A total of 164 valid responses have been collected from Bangladeshi construction practitioners involved in different types of construction organizations. The result has been analyzed by Relative Important Index (RII).

The findings revealed 41 challenges to implement lean construction with seven benefits in the Bangladeshi construction industry. The result shows that an appreciable number of respondent familiar with the techniques of lean construction but they don't practice. The findings have also pointed out that the lean construction approach adds a positive impact especially on quality, safety, cost, productivity, and environmental level. The top-ranked challenges to implementing lean construction are: lack of awareness and skill, poor management, traditional culture and attitude of employees, inadequate resources and equipment and nonuse of modern techniques and technologies.

This study reveals real scenario of lean construction in Bangladesh. It contributes to the body of knowledge, as it uncovers for the first time the awareness level, benefits and challenges to implement lean construction with reference to the social, economic and cultural context of Bangladesh. Exploring the findings, the study could help the stakeholders, construction firms, academician, researchers and government to focus their effort and resources on the significantly appropriate issues. Again, the study may be beneficial to developing countries especially in South Asia which share the same socio-economic status with Bangladesh.