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The study investigates whether the customer experience, satisfaction and continuance intention interrelationships in mobile banking services vary across Generation (Gen) Y and Gen Z consumers.

The data were collected using online surveys from 224 Gen Y and 238 Gen Z mobile banking users. The study uses the partial least squares structural equation modelling (PLS-SEM) technique and an asymmetrical analytical approach through fuzzy set qualitative comparative analysis (fsQCA) to examine the effects of five experience dimensions (pragmatic, usability, affective, sensory and social) and satisfaction on continuance intention.

Whilst Gen Z values pragmatic and affective experiences more than Gen Y and assigns less importance to usability experience (Uxp), both PLS-SEM and fsQCA did not find any significant impact of sensory experience (Sxp) in any cohort. In contrast, fsQCA suggests that social experience could play a significant role for specific segments within both generations. Furthermore, PLS-SEM demonstrates a greater impact of satisfaction on continuance intention for Gen Y than for Gen Z.

The sample consists of high/middle-income urban consumers in one country. Future research could investigate low-income and semi-urban/rural consumers and consumers living in other countries.

Banks must recognise the diversity within and between Gen Y and Gen Z, adopting a segmented user experience approach. Users within each generation may prioritise distinct aspects of the mobile banking app and understanding the specific differences between Gen Y and Gen Z preferences is crucial.

Encouraging mobile banking users to engage in community-driven financial initiatives can inspire non-users, promoting digital financial inclusion.

To the best of the authors' knowledge, this study is the first to compare the customer experience-based psychological patterns of continued mobile banking use in Gen Y and Gen Z.

This paper aims to investigate to what extent core, technical and social components of relationship value influence customer satisfaction and loyalty in the high technology business to business (B2B) markets.

Seven attributes of a high-technology buyer-seller relationship are identified representing the core, technical and social nature of relationship value. A conceptual model is proposed in which customer satisfaction mediates between the relationship value components and the two aspects of customer loyalty – attitudinal and behavioural. The empirical study is conducted in India employing 127 high technology customers. Structural equation modelling and path analysis is used to test the hypothesized linkages and examine the impact of different components.

Technical and social components of value influence customer satisfaction to a greater extent than the core components. Whilst behavioural loyalty is more driven by core components, attitudinal loyalty is more influenced by the social component. Satisfaction mediates the links between relationship value components and the two aspects of loyalty.

Future research could test the modelled linkages in different countries and using larger samples and investigate the supplier perspective.

The paper provides useful implications for high tech product suppliers to improve their relationship with their customers. Suppliers must develop collaborative product/technology development projects and explore opportunities for personal relationships/rapport building with their customers, whilst delivering a quality product at a competitive price.

To the best of the authors’ knowledge, the paper is the first in B2B literature to provide an insight of how the different components of relationship value vary in influencing satisfaction and loyalty in a high technology B2B buyer-seller relationship.

Most previous research in the domain of relationship marketing has focused on the antecedents of loyalty and commitment in industrial markets, distribution channels or consumer goods. This study, however, models the antecedents of clients’ relationship commitment in the context of a professional service, high in credence qualities (where customers have difficulty in confidently evaluating service quality, even purchase and consumption) ‐ i.e. personal financial planning services. The impact of four key explanatory variables (communication effectiveness, technical quality, functional quality and trust) are examined. The results support the hypothesized model and show communication effectiveness to be a key driver of all antecedent variables, and the single most powerful determinant of relationship commitment.

This paper aims to consider the nature and role of commitment in delivering value in customer–supplier relationships by developing and testing a model of relationship cooperativeness.

Data were collected using an extended version of the Industrial Marketing and Purchasing (IMP2) Group’s instrument. Pre-qualified managers largely self-completed the survey. Model associations were tested via regression and causal path analysis.

Various aspects of commitment play differing roles in relationship development. The role of commitment was less than expected; the exception is value-based commitment which is strongly associated with value creation, conflict management, trust and cooperation.

Findings provide explanations for some inconsistencies in previous findings including reported relationships between trust, cooperation and commitment. The composition of the commitment construct(s) strongly influences relationship processes.

There are various kinds of commitment to build and multiple pathways to levering this into more effective relationships. In addition, an important part of these findings is strong indications that illustrate what the nature of ineffective commitment-building paths is likely to be. This is extremely important for managers in guiding deployment of relationship management resources and developing relationship management practice.

The regulation of close business-to-business relationships remains an important issue, and the ways in which commitment can be appropriately extended are an important part of this.

This work focuses on the components of commitment in ways that previous work has not. The centrality of commitment in relationship value creation – beyond increased sales and revenue and predictability – is highlighted, and there is considerable extension to the understanding of the nature of this process.

The purpose of this paper is to explore the moderating influence of attitude toward offshore call centers (OCCs) and brand image of the service provider firm on the relationships among perceived service quality (SQ), customer satisfaction (CS), complaint (CI) and repeat purchase (RP) intentions.

A total of 285 adult shoppers with prior experience with OCCs were recruited using mall‐intercept approach in a large mid‐Western city in the USA. A structured questionnaire was used to record their perceptions about their service provider using OCCs. Structural equation modeling was used to test the measurement and basic structural model, along with multi‐group analysis to test the moderating effects. Multiple moderated regression analysis was also used to verify the moderating effects.

As expected, SQ was found positively associated with CS, and CS was negatively associated with CI but positively with RP. Moreover, attitude toward OCC positively moderated the link between SQ and CS; brand image negatively moderated the link between CS and CI and positively moderated the link between CS and RP. All the hypotheses were supported.

It was found that negative attitudes towards OCC result in feelings of dissatisfaction, increase in complaints and decrease in repeat purchases. However, customers are likely to complain less and continue to patronize for a more reputed service firm compared to a less reputed firm. This finding contradicts recent market reports, hence future research should investigate actual customer complaints and repeat purchases to confirm the moderating role of brand image.

Services firms using OCC should be aware that their customers have varying attitudes toward OCC. They should track these attitudes and their impact on customer complaint and repeat purchase behavior. They should also track and benchmark the service levels of their OCC with their own local call centers and those of the competitors. They could improve customer attitudes toward OCC by customer relationship management and improve the service standards through more training and empowerment of their OCC representatives.

This study is one of the first few empirical investigations of customer reactions to OCCs exploring the moderating influence of “Attitude toward OCC” and “Brand image” on the relationships among perceived service quality, customer satisfaction, complaint and repeat purchases. The findings provide useful insights to managers and researchers alike.

To date, empirical and conceptual models of relationship marketing have focused almost exclusively on a range of direct antecedents and mediator variables to explain variations in a dependent variable – usually relationship commitment. No attempt has been made to examine under what conditions these various antecedents have a stronger/weaker impact on relationship commitment. This paper extends the relationship marketing literature by testing a contingency model to assess the impact of trust and service satisfaction on relationship commitment under conditions of varying switching costs, alternative attractiveness and experience‐based norms, in the context of a professional consumer service. Employing a sample of 201 clients of financial planning services, we test 11 hypotheses formulated on the basis of a review of the services and relationship marketing literature, and a series of qualitative interviews with clients. The results clearly indicate that the impact of trust and satisfaction vary according to contingency conditions of switching costs, attractiveness of alternatives and client experience.

The increased digital interactions in the B2B industry have enhanced the importance of customer engagement as a measure of firm performance. This study aims to map and analyze temporal and spatial journeys for customer engagement in B2B markets from a bibliometric perspective.

The extant literature on customer engagement research in the B2B context was analyzed using bibliometric analysis. The citation analysis, keyword analysis, cluster analysis, three-field plot and bibliographic coupling were used to map the intellectual structure of customer engagement in B2B markets.

The research on customer engagement in the B2B context was studied more in western countries. The analysis suggests that customer engagement in B2B markets will take centre stage in the coming times as digital channels make it easier to track critical metrics besides other key factors. Issues like digital transformation, the use of artificial intelligence for virtual engagement, personalization, innovation and salesforce management by leveraging technology would be critical for improved B2B customer engagement.

The study provides a comprehensive reference to scholars working in this domain.

The study makes a pioneering effort to comprehensively analyze the vast corpus of literature on customer engagement in B2B markets for business insights.

The role of Technology Transfer Units, examined in this study, was found to be vital to expedite the process of disseminating new varieties and their production technology.

A total of 1,000 households were surveyed in the sampled states. A probit model was used to analyse.

Age, education, land holding, tractor use and number of working family members in agriculture were found to significantly affecting adoption of the new seed varieties. Technology transfer through licensing has impacted the adoption of new seed varieties positively by highlighting Punjab possessing the highest adoption and western Uttar Pradesh was majorly adopting the old variety.

The authors believed in farmers’ memory to recall the varietal information of wheat.

The study recommended various incentives to attract the seed industry in UP to minimize the economic loss potentially suffered by them.

Quality seeds are germane to increase the productivity of crops, and it is paramount to disburse the seed varieties to the end users in an efficient way to achieve the overall objective of productivity enhancement.

In this context, a study was conducted in three states of India, namely, Punjab, Haryana and Uttar Pradesh (UP) to find out the adoption rate of newly developed varieties of wheat, HD 3086 after three years (2014–2015) of its commercialization by IARI as well as HD 2967, which was released in 2011.

Women's empowerment is nothing new; it has been acknowledged as an essential element of eradicating poverty and advancing the economy. However, it remains problematic in most developing countries, such as Afghanistan. This research evaluates women's empowerment experiences by utilising Self-Help Groups (SHGs) as a fundamental development method to empower women economically and socially. This study adopts a qualitative research style, with data mainly acquired from rural areas (Kabul province). The findings indicated that SHG involvement is closely associated with families' socio-economic well-being, meaning that SHG participants are more empowered than those who do not engage or are oblivious to SHGs. SHGs confront various obstacles in Afghanistan, including (but not limited to) erroneous cultural norms, security issues, inadequate financial assistance and poor member participation, all of which influence operations. This study makes important recommendations for promoting and achieving women's integration and active participation in SHGs, including increasing social awareness, support from civil society and the government, laws and regulations that support women, strategies to increase women's economic and social empowerment and linking groups to commercial banks.