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The purpose of this paper is to investigate the effects of customer perceptions of service quality on electronic word of mouth (eWOM) and switching intentions through cognitive and emotional responses.

The authors have developed a theoretical framework based on behavioural theories to analyse the environmental aspects of relationships that affect customer behavioural intentions. The authors adapted a quantitative methodology along with the positivist philosophical approach to investigate the hypotheses within the theoretical framework. The authors applied a protracted stimuli-organism-response model to highlight the peripheral reliability, responsiveness, tangibility, empathy, assurance, and the impact of the customer’s feelings while simultaneously linking the elements to each other. In addition, the authors applied the theory of reasoned action to reflect the marginal elements of subjective norms, attitude, and customers’ behavioural intentions. A survey with 601 responses has been used in this study.

In the setting of KSA’s mobile telecom industry, the authors confirm that there is a positive effect of customer perceptions of service quality on their eWOM and switching intentions through their cognitive and emotional responses.

The framework of this study enhances our understanding of the role of service quality as an environmental influence on an individual’s intentions to switch and eWOM. This conceptual framework is essential in evaluating the mediating roles of attitude and emotions in relation to eWOM and intention to switch.

This study aims to explore the motives behind the company’s decision to go public in Sri Lanka.

This study adopts the explanatory sequential mixed-method approach based on the benefit-cost trade-off theory, incorporating survey-based descriptive statistics of 143 respondents from listed companies in the Colombo Stock Exchange (CSE) followed by content analysis of 52 initial public offering prospectuses and 11 interviews with top management of listed companies.

Companies primarily go public to raise capital for long- and short-term growth, followed by enhancing corporate image and governance structure. Also, they go public to rebalance capital structure, lower the cost of capital, diversify risk, compete in their product market and grab market timing opportunities. Furthermore, the qualitative analysis established that companies are going public also for value addition, broadening the ownership structure, establishing new strategic partnerships and funding for working capital requirements, which are not highlighted in previous studies.

These findings offer valuable insights for policymakers aiming to attract new companies to CSE, which would contribute to the capital market development of Sri Lanka.

This study combines quantitative survey and qualitative content analysis in a single investigation, revealing novel motives for going public that were not previously identified. This approach allows for a more comprehensive topic exploration, including the participants’ experiences and perceptions, while minimizing bias and maximizing robustness. This study is more comprehensive than previous studies that relied on descriptive statistics.