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Although research on mobile banking (M-banking) is an emerging field, the current understanding of the information characteristics of M-banking, such as information content and form and its impacts on customers’ attitude and transaction intention toward the same is limited. Furthermore, no study to date has examined how users’ privacy evaluation regarding the use of M-banking (i.e. users’ perceived privacy concern) influences their processing of information to create attitude and subsequent transaction intention. The purpose of this paper is to attempt to narrow this research gap by investigating the process through and conditions under which the customers’ evaluation of M-banking information content and form contributes to the development of transaction intention.

A self-administered survey on the users of M-banking was performed to collect the response. Mediation analyses followed by conditional process analyses were carried out to test the proposed set of hypotheses.

The results show that users’ favorable evaluation of M-banking information content and form creates transaction intention through favorable attitude toward M-banking. However, this relationship is found to be moderated by their perceived privacy concern, as users with high privacy concern do not process information content and form favorably, i.e., their attitude and transaction intention are found to be less, as compared to users with low perceived privacy concern.

Drawing on literature from areas, such as information processing, internet banking, marketing and psychology, the paper develops an understanding of the role of information characteristics of M-banking in determining users’ transaction intention via user attitude. Furthermore, this is the first study that shows how information characteristics differently influence users’ attitude and transaction intention based on their perceived privacy concern.

The purpose of the paper is to examine the conditional role of webcare as a service failure recovery strategy on customers’ hotel booking intentions in presence of different levels of observed severity and review agreement. Furthermore, the study also examines the mechanism through which webcare can shape the adverse effect of observed severity and review agreement on hotel booking intentions.

A 2 (severity: high or low) × 2 (agreement: high or low) × 2 (webcare: webcare or no webcare) between-subject experimental design was conducted to collect responses. Analyses of variance and moderated mediation analysis were performed to analyze the study data.

Prospective customers who observed high severe service failure from a review reported less booking intention. Further, customers’ observed agreement strengthened these behaviors, i.e. customers who are exposed to high severe service failure in high-agreement condition reported low booking intention, as compared to those who exposed to low review agreement condition. Furthermore, results supported the fact that use of appropriate webcare plays a significant role to shape or mitigate the negative effect of severity and agreement on hotel booking intentions via perceived trust.

This is the first in its stream of studies that examined how webcare can be used to tackle the adverse effects of observed severity and agreement, so that perceived trust would be formed to create hotel booking intention.

The purpose of this paper is to qualitatively investigate various factors associated with e-tail store brand affect.

Data were collected by conducting semi-structured depth interviews following a storytelling approach. The data were coded using the grounded theory method.

Data analysis shows that anticipated service recovery, deal attractiveness and luxury e-tail brand image predict e-tail store brand affect. These predictors play their roles under the moderating influences of specific moderators. The desirable marketing outcomes of e-tail store brand affect are e-tail branded app usage, spreading positive word of mouth and secure attachment style toward e-tailer.

The value of this study lies in developing a grounded theory based causal process model that can provide managerial insights on how to enhance e-tail brand affect.

The purpose of this paper is to develop and validate an empirical model examining the job seekers’ perception about information quality of corporate employment websites and its impact on their attitude toward the websites through perceived playfulness and usefulness. Furthermore, the study also examines the job seekers’ e-trust as condition under which these mechanisms generate website attitude.

A sample of 385 active job seekers was selected through systematic random sampling. A web-based questionnaire was used to elicit responses for the study. Structural equation modeling was used to validate the proposed model.

Results indicate that the information quality dimensions positively influence perceived playfulness and perceived usefulness, which in turn evoke the website attitude. Furthermore, e-trust was found to moderate the above said relationships.

The study contribution lies in an empirical validation of a model showing the mechanisms and the condition through which the relationship exists between perceived information quality of e-recruitment websites and job seekers’ website attitude, and thus responds to the call for additional research that generalizes the influence of information characteristics of websites on job seekers’ behavioral outcomes.

Extant research evidence demonstrates that customer satisfaction in a service encounter is influenced by other customer perception (OCP). However, scholarly research on the impact of OCP on brand love and the moderating influence of customers’ attachment styles in the context of hospitality industry is scarce. The purpose of this paper is to fill this gap in the literature.

The data were collected from customers of five and three-star hotels in India. Regression-based process analysis (Hayes, 2013) was used to test the proposed set of hypotheses.

The data analysis shows that OCP predicts brand love through the mediation of satisfaction. Individual’s anxious attachment style positively moderates “other customer perception-satisfaction” relationship, and avoidant attachment style negatively moderates the same relationship. Thus the effect of OCP is positively moderated by anxious attachment style, and negatively moderated by avoidant attachment style.

The value of this study lies in quantitatively investigating the roles played by OCP and individual attachment styles in shaping brand love in hospitality industry. In contrast to findings from previous research, the findings from this study suggest that anxious attachment style positively influences brand satisfaction and formation of brand love.

This paper aims to investigate how consumers’ satisfaction and commitment towards hotel brands can be impacted by the consumers’ prevailing brand relationship norms.

Data were collected through experimental design and analysed using MANCOVA, structural equation modelling and Preacher and Hayes’ (2008) techniques.

The study findings indicate that the egoistic norms positively impact brand attachment styles/orientations, and the attachment orientations in turn negatively impact hotel brand satisfaction and commitment through the mediation of brand trust. Findings also reveal that altruistic norms have no significant impact on the attachment styles, but altruism impacts brand trust positively, which in turn positively impacts satisfaction and commitment.

This research adds value by examining how different consumer–brand association norms differently impact final brand satisfaction and commitment outcomes through creating healthy versus detrimental consumer–brand attachments.

The primary objective of this paper is to extend the Activity Reduces Conflict Associated Strain (ARCAS) model. To test the ARCAS model, the study aims to examine the effect of process conflict on employee well-being and the role of negative affect as an intrapersonal mechanism linking process conflict and employee well-being. Further, to extend the emerging ARCAS model, the study examines whether the assumed indirect effect of process conflict on employee well-being through negative affect is conditional upon levels of conflict management styles.

In total, 554 software engineers working in information technology firms responded to the administered questionnaire and hypothesised relationships were tested using Process Macros.

The findings indicate that process conflict is negatively related to employee well-being and the negative affect state mediates the relationship between process conflict and employee well-being. As hypothesised, it was found that the indirect effect of process conflict on employee well-being through the negative affect state is conditional upon levels of conflict management styles of the employees.

The study contributes to the conflict literature by establishing the detrimental effect of process conflict on employee well-being. The study also established the explanatory mechanism linking process conflict and employee well-being. Further, the study extended the emerging ARCAS model by establishing the moderating role of conflict management styles as well as the conditional indirect effect.

The study highlighted the within-individual effect of process conflict in deteriorating employee well-being. The study provides valuable insights to the managers and practitioners about how individuals’ conflict management styles influence well-being.

The study specifically examined the effect of process conflict, which was omitted from conflict literature considering it the same as task conflict, on employee well-being. The study established the within-individual mechanism through which process conflict diminishes employee well-being. Also, the study extended the ARCAS model by examining the effect of conflict management styles with the aid of Affective Events Theory.

The purpose of this study is to examine the differential association of three different workplace conflicts on employee-related outcomes, such as loneliness and well-being. Further, the study pursues to explore the perceived social support at the workplace as a conditional factor in the relation between different conflict types and employee loneliness.

The data were collected using a self-administered survey from 554 IT employees. Structural equation modelling (SEM) was used to test the study postulations.

The findings indicated that all three types of conflicts differently associate on both loneliness and well-being. Besides, it found that loneliness works as a mediator between conflict types and employee well-being. Further, perceived social support at the workplace moderates the relationship between different types of conflict, such as relationship, process, task conflicts and employee loneliness at work.

The study provides helpful directions to HR managers by providing a clear empirical understanding of the types of conflicts and its association on employee-related outcomes. Further, the study highlights the need for developing social support in an organisation during conflict episodes, to manage the adverse association of these conflicts on employee well-being and to restore employee well-being.

To the best of the authors’ knowledge, for the first time, a study has been conducted highlighting the differential association of workplace conflict and employee outcome and indicating its intervening mechanisms and conflict management conditions.

This paper aims to propose a new method for evaluating the effect of out-of-home (OOH) gamified advertising and verify the prediction effect of the method, especially based on emotional experience generated by interactions between individuals and gamified advertisements.

By carrying out an offline gamification advertising experiment, this study uses multiple emotion models, pleasure–displeasure, arousal–no arousal and dominance–submissiveness (PAD) and Ortony–Clore–Collins, to examine the impact of 24 emotional experiences consumers have when engaging with gamified OOH advertising on the perceived effectiveness of advertising.

The findings reveal the correlation between the emotional experience and the effectiveness of gamified advertising. Multiple regression analyses demonstrate that the emotional experience model has an effective predictive effect on the effectiveness of gamified advertising.

The originality of this research is a new method for evaluating the effect of OOH gamified advertising, in particular the calculation of the valid emotional experience values brought by the emotional fluctuations in the interaction between consumers and gamified advertisements.