Perceived Justice With Service Recovery, Recovery Satisfaction And Loyalty In An Airline Company: The Moderating Role Of Failure Attributions

It is now well documented that an effective recovery is an essential part of firms‟ service quality programs and critical to generating satisfaction and loyalty. A number of studies have investigated the impact of recovery efforts on post-recovery satisfaction, mostly in Western countries. However, despite the importance of customer attributions of service failure; the impact of customers‟ stability and controllability attributions of failure in implementing effective recovery programs is still under study. Based on Justice Theory, this research conducted in Malaysia employed a field study to investigate how customer evaluations of recovery efforts are influenced by interplay of their failure attributions and service recovery efforts of distributive, procedural, interactional and informational justices in the context of airline company. The findings resulted from the structured questionnaire collected among 263 respondents revealed that there is a significant relationship between perceived justice and recovery satisfaction as well as loyalty in distributive and procedural justices. Recovery satisfaction was found to be affecting loyalty. The results of hierarchical regression and inclusion of failure attributions as moderator found that positive relationship between procedural and informational justices and recovery satisfaction will be higher when stability and controllability of failure is low. Finally, recovery satisfaction mediated the relationship between perceived justice in distributive and procedural justices and loyalty. The results have implication for marketing theory as well as managerial action

The effect of trust, IT knowledge, and entrepreneur’s innovativeness to embrace or shun the internet of things

This study examines critical factors influencing Omani entrepreneurs’ adoption of the internet of things (IoT) by expanding the constructs at the unified theory of acceptance and use of technology (UTAUT2) with entrepreneurs’ innovativeness, IT knowledge (ITK), and trust. A cross-sectional survey questionnaire was used to collect data from 158 entrepreneurs in Oman. Data were analyzed through the structural equation modeling technique using SmartPLS. The results indicated that performance expectancy, habit, social influence, trust (TR), ITK, and entrepreneurs’ innovativeness (PI) significantly affect Omani entrepreneurs’ intention to adopt IoT. Nonetheless, the results show that there is no significant relationship between hedonic motivation, effort expectancy, price value, and facilitating conditions to adopt IoT. This study contributes to previous literature by incorporating entrepreneurs’ innovativeness, ITK, and trust into UTAUT2. Furthermore, this study was conducted in a Middle Eastern country with solid support from the government for entrepreneurs; also, there is a gap in such studies in this area. This study helps practitioners in the field better understand how to influence entrepreneurs, push them toward using IoT applications further, and encourage non-users to start using them

Shyness, self-esteem, and loneliness as causes of FA: The moderating effect of low self-control

This study examined the impacts of shyness, self-esteem and loneliness on Facebook addiction by considering their inter-relations. Furthermore, the moderating effect of low self-control on the relationship between Facebook addiction and individuals’ performance was also examined. Data were collected via an online survey from 348 Malaysians and were analysed using the partial least squares technique. The results showed that shyness has both a direct effect and an indirect effect through loneliness on Facebook addiction. Although self-esteem has no direct effect on Facebook addiction, it has an indirect effect through loneliness. The results also confirmed that low self-control negatively moderates the relationship between Facebook addiction and individuals’ performance. The findings of the study contribute to knowledge on the impacts of social and psychological problem, including shyness, self-esteem and loneliness, on Facebook addiction. In addition, this study is the first attempt to investigate the moderating effect of personal characteristics, including low self-control, on the relationship between Facebook addiction and performance. The results could benefit psychologists, managers, and school counsellors in helping to prevent Facebook addiction and control its effect on individuals’ performance by developing prevention and intervention programs

The impact of personality and leadership styles on leading change capability of Malaysian managers

This study was conducted to investigate the influence of the Big Five Dimensions of personality of the Malaysian Managers and the leadership styles these managers use on their leading change capabilities. Total sample of 105 managers was used in this study. The results of this study revealed that the Malaysian managers tend to enjoy personalities that are conscious and open to experience. These managers tend to use consultative leadership style. However, they use autocratic, democratic and some of them use laissez-fair, but the respondents of this study scored higher in consultative leadership style. The results of the study showed that Extroversion personality trait as well as involvement leadership style were positively related with Leading Change. Both Openness to Experience and Emotional Stability were significantly and positively correlated with Consultative Leadership Style that the managers use. Involvement Leadership Style was found to be significantly and positively correlated with Leading Change (R2=.38) In conclusion, this study showed a positively significant correlation between personality of managers, their leadership styles and their leading change capabilitie

Customer behaviour towards halal food: A systematic review and agenda for future research

Purpose: The halal food market is a large and fast-growing market. To maintain and boost the growth of the halal food industry, scholars have attempted to understand the behaviour of Muslims and non-Muslims towards halal food. To advance understating of previous studies on behaviour towards halal food and shedding light on future studies, this study aims to systematically review the literature. Design/methodology/approach: A sample of 985 peer-reviewed papers was extracted from Scopus and Web of Science databases. A total of 96 articles related to customers\u27 behaviour towards halal food by reviewing the titles, abstracts and contents of the extracted articles were identified and reviewed. Findings: This study illustrates: (i) various research designs and methodology used in halal food context, (ii) theories that researchers used to explain customer behaviour towards halal food, (iii) most tested behaviours and (iv) determinants of customer behaviour towards halal food. Originality/value: The findings provide deep insights into the current state of halal food literature. This paper highlights many gaps in the literature and suggests directions for future studies to advance the understanding of customer behaviour towards halal food. This study will help researchers to identify the new dimensions of research and contribute to the literature