Search and Compare drives Satisfaction - Virtues of online ticketing for air travelers

Ability to easily search and then compare items is an advantage that online platforms have over bricks and mortar formats. In such an intensely competitive airline market, this paper investigates if this exploration experience satisfies the traveler during air ticket booking, by applying the stimulus organism response model. An empirical study is used to test the proposed model by applying the structural equation modeling and interaction effects. The model describes the extent by which traveler’s repurchase intention is influenced by four important factors – search and compare assortment satisfaction, social influence and overall satisfaction. The paper extends the satisfaction to online repatronage intention and customer loyalty. This empirical study also establishes that the relationships are moderated due to civil status and ticketing number of platforms used by the customers.

Studying the Drivers of Consumer Behavioural Engagement With Social Media Brand-Related Content

The actual behavioural engagement of consumers with social media brand-related content is measured by three activities; consumption, contribution and creation. This type of engagement is considered the true practical indicator of the success of brand presence on social media. The study aims to uncover the drivers of consumer behavioural engagement identified by the key characteristics of social media context. Accordingly, quality dimensions and perceived usefulness of the brand hosting media channel are adopted from the IT use and acceptance models. Data is collected using self-administrated questionnaire from a sample of 366 respondents in the UK. Structural Equation Modeling-V.26 was used to analyse the data. The results support the significant role of cognitive absorption in explaining how perceptions of social media quality dimensions are shaped to motivate consumer engagement behaviour. The findings enrich the extant literature of consumer engagement; additionally, several practical insights can be drawn related to the design of social media marketing strategy.

The Role of Responsive Leadership in Meeting Customers' Needs during Crises

This case study conducted to investigate the impact of a responsive leadership approach in meeting customers' needs in a higher education institution in the UAE during the COVID-19 pandemic. For this purpose, a mixed-method model has been used. The data has been collected from a convenient sample working and studying at Al Qasimia University Language Center, in fall 2020. This result indicates that the provided responsive leadership support during COVID-19 was effective and helped in motivating learners and customers to keep learning and making progress greater than what was shown before COVID-19, during the face-to-face teaching and physical assessment. Although the qualitative and quantitative results in this case study revealed a significant impact of responsive leadership approach on customers’ progress, there is still a need to conduct other researches to develop and validate a responsive leadership inventory to facilitate measuring of responsive leadership attributes in a large scale sample and/or population.

A Mixed-Method Approach to Examining the Drivers and Outcomes of Citizens Trust towards e-government

This study investigates the antecedents and consequences of trust in e-government websites in Saudi Arabia. FSQCA and Structural equation modelling were used to analyse data collected from 504 participants. The findings indicate that our unified framework possesses some predictive ability regarding citizens' intentions to use e-government services, which was superior to existing theories. The findings indicate that (1) there is no sole factor that sufficiently motivates citizens to use e-government services; (2) three distinct settings of citizens' intention drivers are probable to lead in a significant level of citizens intending to use e-government services; and (3) Uncertainty avoidance has a moderating effect on citizens’, intention to use e-government services. The theoretical and practical implications were demonstrated.

Mobile Application for Tourism

The current study developed a proposed mobile app for tourism companies in Egypt and tested its usability. A survey from a group of 53 respondents was conducted based on the mobile app features which were developed by tourists. The proposed mobile app was then tested by using usability measurement framework which was used to test the usability of the app interface and to ensure that this app meets user requirements. Three main usability metrics were employed in this study; effectiveness, efficiency and satisfaction. This study contributes to the current Mobile tourism and Mobile apps literature and offers useful information for ministry of tourism, software companies, mobile application developers and, of course, mobile device users in addition to entrepreneurs, policy makers, practitioners, researchers and educators through providing a clearer view and deep understanding for the issues related to the adoption of tourism-related new mobile phone application in Egypt.

Social Media User-Influencer Congruity

This paper explores and inspects the effect of user-influencer congruence on social media platforms para-social relationships and consumer brand engagement (COBRA). In addition, the paper inspects the influence of para-social relationships on consumers brand in addition to the influence of social media platform type in moderating the effect of personality on para-social relationships and COBRA. A conceptual framework is developed to demonstrate the proposed relationships. Data was collected using online questionnaires, with 180 valid responses. The results suggest that user-influencer personality congruence is a salient predictor of para-social relationships and COBRA and that para-social relationship(s) have a substantial impact on customer brand engagement. Nevertheless, the results also indicated that social media platform type do not influence the relationship between congruity and para-social relationships or COBRA.

User Antecedents, CRM Implementation and Impact on Customer Outcomes in Jordanian Service Industry

The implementation of Customer Relationship Management (CRM) has become increasingly important to scholars and practitioners over the last two decades. This study examined the relationships between user antecedents, CRM implementation, and customer outcomes. Its aims were to identify CRM user antecedents, explore the impact of these antecedents on CRM implementation, and examine the connection between CRM implementation and customer outcomes: loyalty, retention, and satisfaction. A quantitative method was employed consisting of a structured questionnaire. A total of 290 completed questionnaires were returned and analyzed with structural equation modelling techniques. The results indicated there were significant positive relationships between four out of five antecedents and CRM implementation; however, an impact of user involvement was not supported by the data. CRM implementation was also found to positively affect all three customer’s outcomes: loyalty, retention, and satisfaction. These findings are of practical and theoretical value to practitioners, customers, and policy makers

Exploring the determinants of mobile banking adoption in the context of Saudi Arabia.

Rapid advances in mobile technologies and innovations have made mobile banking progressively significant in mobile business and monetary administrations. Our study used TAM and perceived risk as a theoretical base to develop a conceptual model that can explain the main factors affecting users intentions to adopt mobile banking in Saudi Arabia context. SEM/AMOS techniques were used to analyse the data collected from mobile banking users. the results indicated that perceived relative advantages, perceived ease of use, perceived compatibility have a significant positive effect on attitude towards mobile banking adoption, while perceived risk has a negative effect on intention to adopt. Furthermore, attitude has a significant influence on intentions to adopt mobile banking. The study offers meaningful implications to theory and practice.

Entrepreneurial Leadership and Creativity in Projects

This paper aims to investigate the relationship between entrepreneurial leadership (EL) and creativity in projects. Additionally, the study also examine the mediating effect of innovative work behavior (IWB) and the moderating role of entrepreneurial self-efficacy (ESE). Employing a questionnaire survey, the researcher collected 210 responses. Multiple regression were used to analyze the data. the results of the study demonstrates a positive relationship between EL and creativity in projects. Furthermore, IWB partially mediate the relationship between EL and creativity in projects. the results also suggest that ESE moderates the relationship between EL and IWB. Theoretical and practical implications of the current study were highlighted at the end of the paper.

Do Materialistic Consumers Buy More During the COVID-19 Pandemic?

This study investigates the mediated moderating relationship of self-concept clarity, materialism, and social consumption motivation in the context of Covid-19 pandemic based on the terror management theory. The findings suggest that Malaysian consumers have high self-concept clarity about their materialistic orientation. This materialistic orientation may be of hedonistic-utilitarian nature that is internally directed for self-satisfaction and not exclusively directed externally in material consumption to portray an image to others. Furthermore, this study posits that cultural factors like collectivism and uncertainty avoidance delimits the applicability of terror management theory in Malaysia, suggesting that the development of the theory draw heavily from Western ideology of individualism not directly relevant in the Asian context. Finally, this study offers an understanding of the self-concept clarity from the Asian context, addressing the the appeal by Dunlop (2017) to investigate the construct of self-concept clarity particularly in non-Western context.