The mediating role of customer satisfaction in customer retention model: A Case of local automobile brands in Malaysia

The automobile industry in Malaysia is facing increasing competition from foreign makes.Local automobile manufacturers, namely Perodua and Proton, are thus losing their market share. With such rapid decline in sales, it is important to ascertain the needs of customers in determining the predictors of repurchase intention of vehicles. This research seeks to examine the mediating role of customer satisfaction and to investigate the relationship of perceived service quality, product quality, price fairness, satisfaction, and repurchase intention. Multistage cluster sampling method was employed first in the Klang Valley before extending to a few selected authorized service centres. 200 samples were collected and data was analysed using SMART PLS 2.0 to build and assess the structural equation model of the relationships between the constructs. The results show that perceived service quality has no significant relationship with repurchase intention. However, perceived product quality, perceived price fairness and customer satisfaction are important factors that influence customers’ repurchase intention. Customer satisfaction also mediates the relationship between perceived product quality and perceived price fairness towards repurchase intention

Hong Kong protests and tourism: Modelling tourist trust on revisit intention

Drawing on prospect theory (the subgroup of behavioural economics) and information integration theory, this study proposes and empirically tests a research model exploring the influence of tourist trust on tourists’ revisit intention through the mediating effect of attitudes in the Hong Kong (HK) protest context. A series of protests commenced on 3 April 2019 against the Extradition Law Amendment Bill Movement have severely impacted the HK tourism industry as the destination may deem to be unsafe by tourists to revisit. This study is important because HK protests happened at least 10 protests per month from April to December 2019, which have brought an adverse impact on the tourism industry. Using a survey method, we collected 176 data from those who had prior experience visiting HK, and data were analysed using partial least squares structural equation modelling. Overall, the findings demonstrate that attitudes mediate the effect of tourists’ trust on revisit intention, but no direct effect of trust on revisit intention ascribe to hazard protests. Recognizing greater uncertainty arises following reports from media that prominently inform tourists’ decision-making, and how selfperceived trust influences attitudes on hazards offers intriguing managerial and practical implications for managers and policymakers. Besides, theoretical implications and directions for future research are presented

Factors influencing non-green consumers’ purchase intention: A partial least squares structural equation modelling (PLS-SEM) approach

The shift of consumers buying preference toward green beauty products can alleviate environmental degradation to a certain extent. This study investigated the factors that could affect non-green consumers purchase intention of green beauty products. Through the lens of non-green consumers of green beauty products, the norm activation theory was employed as the underpinning theory in this paper. A quantitative method, based on the partial least squares structural equation modelling, was used to verify the proposed hypotheses. The findings displayed that norm activation theory activators, such as ascription of responsibility, efficacy, social norm and environmental corporate social responsibility (ECSR) initiatives showed a significant impact on personal norm, while awareness of consequences had no influence on personal norm as an activator. Corresponding results disclosed that awareness of consequences, efficacy, social norm, ECSR initiatives, and personal norm exhibited a significant impact on the purchase intention of green beauty products. The study further assessed the effectiveness of personal norm as a mediator variable and found that personal norm mediated four out of five activators of nongreen consumers’ purchase intention of green beauty products. According to the research, a further inclusive analysis can be conducted in the future to evaluate the purchase intention of green beauty products among non-green consumers and existing consumers on the foundation of norm activation theory

An exploratory study of the factors influencing Generation-Y's purchasing intention within the toy industry in Malaysia

Modern age living in Malaysia has subjected people to focus on electronic device intervention in daily activities and forget about childhood memories of imagination especially with conventional toys. Store image and ambience plays a vital role in reliving this imagination and boost purchase intentions amongst the younger generation who grew up in the technology age. The purpose of this research is to identify the factors of store image that affects the purchasing intention of Gen-Y’s in a toy store. Retailers need better strategy for their store image to attract these future decision makers in the toy industry. 200 respondents were surveyed around the Klang area where factor analysis and reliability test were performed to ensure the validity and reliability while multiple linear regression was used to explore the relationship between the constructs. The result of the research showed that perceived value, store physical attributes, and service quality are significant factors that influence customers purchasing intention

The effects of abusive supervision, emotional exhaustion and organizational commitment on cyberloafing: a moderated-mediation examination

Purpose – Cyberloafing (employees’ non-work-related online activities at work) has become a common workplace problem for many organizations. Research investigating the underlying mechanisms and boundary conditions under which abusive supervision influences cyberloafing remains largely underdeveloped. Drawing from social exchange theory and conservation of resources theory, we developed a moderated-mediation model in which emotional exhaustion was theorized as a unique mechanism underlining why employees are more likely to engage in cyberloafing under the supervision of abusive leaders. In addition, we proposed that organizational commitment to be a relevant boundary condition to influence such a relationship. Design/methodology/approach – We collected 255 data from employees working in public listed companies in Malaysia and used partial least squares structural equation modeling (PLS-SEM) to analyze the data. Findings – The results showed that the influence of abusive supervision on cyberloafing through emotional exhaustion is only significant when organizational commitment is low. Originality/value – This study constructed a moderated-mediation model by introducing the potential mediating effect of emotional exhaustion and the moderating effect of organizational commitment to reveal the mechanism through which abusive supervision related to cyberloafing

Key tea beverage values driving tourists’ memorable experiences: an empirical study in Hong Kong-style café memorable experience

Purpose – Using consumption value theory, this study aims to examine the impact of tourists’ perceived consumption value dimensions of tea beverages offered by Hong Kong (HK)-style cafe´s, including taste value, price value, health value and emotional value, on tourists’memorable experience (ME), satisfaction and revisit intention. Design/methodology/approach – Using an online survey, this study collected 225 usable data from tourists who had experience in visiting HK-style cafe´s. Partial least squares–structural equation modelling was used to examine the importance of tourists’ value dimensions, including taste value, price value, health value and emotional value, on tourists’ME, satisfaction and revisit intention. Findings – The results revealed that taste value, price value, health value and emotional value are significant predictors of tourists’ ME in HK-style cafe´s, which in turn drive their satisfaction and revisit intention. Research limitations/implications – This study focusses on a single context: HK-style cafe´s. Future research may enhance the generalisability of the findings by replicating the model in other countries with diverse cultures. Practical implications – Tourism marketers may strengthen tourists’ ME, satisfaction and revisit intention by promoting tea beverages as well as HK-style cafe´s. Tourism marketers are recommended to communicate taste value, price value, health value and emotional value of HK-style tea beverages, which in turn encourages tourists to learn about the features of tea beverages. Subsequently, it drives tourists’ ME and satisfaction, thereby strengthening their intention to revisit. Originality/value – This study contributes to the tourism marketing literature by providing an understanding of the role of tea beverage value in driving tourists’ ME, satisfaction and revisit intention. By empirically testing a research model, this study confirms that specific consumption value elements of tea beverages, namely, taste value, price value, health value and emotional value, are critical drivers in driving tourists’ME, satisfaction and revisit intention

Antecedents And Consequences Of Cyberloafing Among ICT Employees In MSC Status Companies

Personal Internet use at work known as cyberloafing has received considerable amount of concern by researchers and organisations due to its negative consequences such as loss revenue, reduced productivity, inefficient usage of network resources, increased security risks and legal liabilities. However, some academic studies suggested that cyberloafing could have positive implications as a form of mental recovery that can reduce job stress and improve work performance. Given that cyberloafing has severe financial implications and past studies on the consequences of cyberloafing have conflicting results with positive and negative advocates, there is a need for a clear empirically sound assessment of the antecedents and consequences of cyberloafing. In the existing literature on cyberloafing, the majority of studies have focused on the antecedents but not many studies have explored the implications. To address the gap, this research therefore aims to study the antecedents and consequences of cyberloafing by testing a modified model based on theory of interpersonal behaviour (TIB). The modified TIB model includes a new variable named private demands as a predictor of intention to cyberloaf with the support of border theory

Factors influencing non-green consumers’ purchase intention: A partial least squares structural equation modelling (PLS-SEM) approach

The shift of consumers buying preference toward green beauty products can alleviate environmental degradation to a certain extent. This study investigated the factors that could affect non-green consumers purchase intention of green beauty products. Through the lens of non-green consumers of green beauty products, the norm activation theory was employed as the underpinning theory in this paper. A quantitative method, based on the partial least squares structural equation modelling, was used to verify the proposed hypotheses. The findings displayed that norm activation theory activators, such as ascription of responsibility, efficacy, social norm and environmental corporate social responsibility (ECSR) initiatives showed a significant impact on personal norm, while awareness of consequences had no influence on personal norm as an activator. Corresponding results disclosed that awareness of consequences, efficacy, social norm, ECSR initiatives, and personal norm exhibited a significant impact on the purchase intention of green beauty products. The study further assessed the effectiveness of personal norm as a mediator variable and found that personal norm mediated four out of five activators of nongreen consumers’ purchase intention of green beauty products. According to the research, a further inclusive analysis can be conducted in the future to evaluate the purchase intention of green beauty products among non-green consumers and existing consumers on the foundation of norm activation theor

Moderating effect of gender on factors influencing generation-y’s purchasing intention within the toy industry in Malaysia

Modern age living in Malaysia has subjected people to focus on electronic device intervention in daily activities and forget about childhood memories of imagination especially with conventional toys. Store image and ambience plays a vital role in reliving these imagination and boost purchase intentions amongst the younger generation who grew up in the technology age. The research paper was designed to identify the factors of store image that affect the purchasing intention of Gen-Y’s in a toy store. Retailers need better strategy for their store image to attract these future decision makers in the toy industry. 200 respondents were surveyed around the Klang area where factor analysis and reliability test were performed to ensure the validity and reliability while multiple linear regression was used to explore the relationship between the constructs. The result of the research showed that perceived value, store physical attributes, and service quality are significant factors that influence customers purchasing intention. A further analysis on the moderating effect of gender shows that females have greater influence on the relationship between service quality and purchase intention

Should cyberloafing be allowed in the workplace?

Purpose This paper aims to provide a brief review of cyberloafing in a holistic and comprehensive manner. Specifically, this paper discusses the nature of cyberloafing, factors that influence cyberloafing, positive and negative impacts of cyberloafing, and suggestions for prevention and control. Design/methodology/approach This paper has four sections: what is cyberloafing, what motivates people to cyberloaf, negative and positive impacts of cyberloafing and suggestions for its prevention and control. Findings There are various reasons that motivate employees to cyberloaf, and cyberloafing has both positive and negative impacts. The decision to allow or disallow employees to cyberloaf at workplace very much depends on the company’s work culture and how top management thinks about cyberloafing. This paper provides several suggestions on how to control and prevent cyberloafing. Originality/value A holistic overview of cyberloafing is discussed in this paper