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This research addresses the critical challenge of fostering customer loyalty within the highly competitive landscape of the insurance industry. The study investigates the interplay between customer satisfaction, loyalty, and the influence of technology and service quality in the context of insurance services and in periods of crisis.

A quantitative research approach was employed, utilizing a structured questionnaire distributed among diverse insurance customers in Lebanon during crisis conditions. The data were analyzed using SPSS-Amos, incorporating descriptive statistics, correlation analysis, and structural equation modeling (SEM).

This research emphasizes the crucial role of customer satisfaction in fostering loyalty in the insurance sector, especially during crises. High satisfaction levels, influenced by user-friendly online platforms, positively correlate with increased customer loyalty. Technology plays a vital role in maintaining and improving satisfaction, making it a key driver during challenging times. Positive interactions between service quality and satisfaction further highlight the multifaceted impact of technology on shaping customer loyalty.

The research findings provide valuable insights with practical implications for insurers aiming to boost customer loyalty. The study recommends strategic investments in critical areas like claims processing, customer service, communication strategies, digitalization initiatives, and employee training. The study provides insights applicable particularly to insurance companies navigating crisis conditions.

This research contributes both to academic understanding and practical applications by shedding light on the distinctive challenges and opportunities faced by insurers in cultivating customer loyalty within the insurance industry during crisis. The elucidations provided serve as a foundation for developing targeted strategies to address these challenges and to leverage opportunities for enhanced customer loyalty.

This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting-edge research and case studies.

This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context.

Insurance companies may seek to utilize technology to boost customer service functions, but these methods can lead to reduced service levels and a significant reduction in customer loyalty.

The briefing saves busy executives, strategists and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy-to-digest format.

Circular economy is an emerging concept which requires insights from a variety of disciplines, especially from sustainable operations management. Therefore, the purpose of this paper is to verify how formal and informal instruments of governance influence the induction of green practices in a green network located in Brazil, with implications for the circular economy.

Based on a review of the supply chain (SC), green supply chain management, and governance literature, proposals are made regarding the influence of governance instruments in inducing green practices. To investigate these propositions, a qualitative research was conducted using a single exemplary case study of a cosmetics supply network.

The authors present original research findings which have both expected and unexpected implications for the circular economy, due to the fact that the data analysis showed that the formal (contracts and environmental norms) and informal (trust and cooperation) instruments of governance positively influence the induction of green practices within the supply network.

This study contributes to supply network and governance theory by providing insights for better understanding of how governance instruments can induce green practices in a supply network, and it provides practical implications for SC managers, by showing the importance of considering different governance instruments. Implications for the circular economy are made.

An original systematic review of the academic literature on applications of artificial intelligence (AI) in the human resource management (HRM) domain is carried out to capture the current state-of-the-art and prepare an original research agenda for future studies.

Fifty-nine journal articles are selected based on a holistic search and quality evaluation criteria. By using content analysis and structural concept analysis, this study elucidates the extent and impact of AI application in HRM functions, which is followed by synthesizing a concept map that illustrates how the usage of various AI techniques aids HRM decision-making.

A comprehensive review of the AI-HRM domain’s existing literature is presented. A concept map is synthesized to present a taxonomical overview of the AI applications in HRM.

An original research agenda comprising relevant research questions is put forward to assist further developments in the AI-HRM domain. An indicative preliminary framework to help transition toward ethical AI is also presented.

This study contributes to the literature through a holistic discussion on the current state of the domain, the extent of AI application in HRM, and its current and perceived future impact on HRM functions. A preliminary ethical framework and an extensive future research agenda are developed to open new research avenues.

This study aims to examine corporate sustainability in the hospitality industry as it caters to multiple stakeholders such as society and environment. Further, the researchers have attempted to portray a comprehensive outlook of corporate sustainability by examining the organizational-level and environmental-level drivers and assessing the impact of corporate sustainability on an overarching measure of hotel performance: sustainability balanced scorecard (SBSC).

A three-staged mixed-methods research design was implemented comprising interviews, surveys and a post-hoc analysis to test the comprehensive framework of corporate sustainability.

The authors observed that corporate sustainability positively impacted hotel performance. The results further indicated that in competing environments and presence of slack resources, sampled firms could develop their sustainability strategy to improve performance. Surprisingly, environmental munificence did not significantly influence corporate sustainability but directly increased hotel performance. Interestingly, hotel performance also improved upon having managerial commitment toward sustainability.

The study highlights the crucial role of top management in hotels, where their commitment to sustainability can positively impact not just hotel's engagement in corporate sustainability but can also directly enhance hotel's overall performance. Hotel managers can utilize the SBSC developed in this study to comprehensively measure hotel performance which is found to be positively impacted by hotel's engagement toward corporate sustainability.

The study contributes to the sustainability literature by examining drivers of corporate sustainability in the Indian hospitality industry from two perspectives: environmental and organizational. With the escalating ambiguity of sustainability–performance relationship, the authors employed a novel technique for operationalizing hotel performance: SBSC.