Customers’ emotional reactions as significant predictors towards excellent customer service experiences / Anizah Zainuddin and Shereen Noranee.

This study examines the role of customers‟ emotional reactions in the context of customer service experiences. It investigates how retail banking customers‟ emotional responses to retail banking services to affect their overall banking experience. In the context of retail banking, excellent customer service experiences could be interpreted as just meeting the expectations of the retail banking customers, not any sort of exceeding of failing short of the expectations. Most of the banks try to achieve competitive advantage by taking the responses of the retail banking customers beyond the level of „just service satisfied‟ towards „exceeding their service expectations‟. Therefore, this study attempts to fill this gap by examining the relationship between customers‟ emotional reactions and excellent customer service experiences in banking sector. Structured questionnaires were distributed to 320 retail banking customers using purposive sampling technique in the area of Klang Valley. The instruments used for data collection for all variables in the study includes bank image, emotional reactions, bank service quality value, personal contact value and excellent customer service experiences were adapted from various studies using five point likert scale. The results suggest that emotional reactions, bank service quality value and personal contact value had a moderate relationship with excellent customer service experiences. This study identifies the types of efforts that can be implementing in helping banking sector caused by retail banking customers‟ emotional responses

The mediating role of leadermember exchange on the relationship between employee motivation and interpersonal citizenship behaviour among administrative officers in Malaysian public universities / Shereen Noranee

Interpersonal citizenship behaviour is a discretionary behaviour, beyond employee job requirements, that supports coworkers and/or supervisors. It requires a relationship between an interpersonal citizenship performer and a receiver in which the performer voluntarily provides benefits to the receiver as an ingredient of the behaviour. Employees who perform interpersonal citizenship behaviour are not only prosociallymotivated but also are motivated by impression management. The level of the behaviour may vary based on the relationship with their supervisors. This study examines the mediating effect of leader-member exchange relationship towards the relationship between prosocial motivation and impression-management motivation. The public university administrative officers. Sets of questionnaires were used to collect data about employee interpersonal citizenship behaviour, employee motivation, and leader-member exchange relationship. The respondents were 210-dyads, which comprised of subordinates and immediate supervisors, from 20 public universities in Malaysia. The result shows that prosocial and impression-management motivation were related to selfrating leader-member exchange, while prosocial motivation had a negative effect on supervisor-rating leader-member exchange quality relationship. The key finding revealed that supervisor-rating leader-member exchange quality relationship was fully mediated the negative effect of prosocial motivation on interpersonal citizenship behaviour. It can be concluded that having high level of leader-member exchange relationship did not matter much on a subordinates' prosocial motivation. Even though subordinates performed higher interpersonal citizenship behaviour, supervisors believed that these subordinates would have lower leader-member exchange relationship quality. Meanwhile, subordinates who were impression management-oriented might waste their time trying to impress their supervisors when performing interpersonal citizenship behaviour. Employees are advised to be more prosocial toward their supervisors to enhance interpersonal citizenship behaviour. More of interpersonal citizenship behaviour means better inter-relationship supervisor and coworkers, work quality, work-life balance, employee satisfaction, employee and organizational productivity

Understanding Consumer Sentiments: Exploring the Role of Artificial Intelligence in Marketing

This research article presents a comprehensive review of the industrial opportunities of AI in marketing. The study begins with an introduction highlighting the significance of AI in marketing and its transformative potential. The literature review focuses on three key aspects: understanding consumer sentiments, market insights, and the use of AI in marketing. The review highlights the role of AI in understanding consumer sentiments through sentiment analysis, enabling marketers to gain valuable market insights. It explores the industrial opportunities of AI, including personalized marketing, predictive analytics, and customer segmentation. Additionally, the review discusses the use of AI in enhancing customer satisfaction, improving electronic word-of-mouth insights, and measuring market performance. The research methodology involved a systematic review of academic articles, industry reports, and conference papers. The findings reveal that AI-driven market sentiment analysis uncovers significant patterns, trends, and correlations in consumer sentiment data. This enables marketers to make data-driven decisions and develop effective marketing strategies. The implications of these findings for marketing strategies and decision-making processes are discussed. In conclusion, this research emphasizes the industrial opportunities of AI in marketing and provides insights for practitioners and researchers. Leveraging AI technologies can enhance market insights, improve customer satisfaction, and optimize marketing performance. The study contributes to the understanding of AI's application in marketing and serves as a foundation for future research. Marketers are encouraged to embrace AI to gain a competitive edge in the evolving marketing landscape

Personality Traits and Job Performance of Police: A Systematic Literature Review

This paper's primary focus lies in the examination of the correlation between personality traits and job performance within the specific realm of law enforcement, with a particular emphasis on the police force. Policing holds a crucial role within the broader criminal justice system, and it is marked by unique challenges, including the significant stress and pressures faced by police officers during their duties. Over recent years, scholarly interest in exploring various facets of policing has grown. The overarching objective of this paper is to conduct a systematic review and meta-analysis of existing literature about personality traits and their interplay with job performance within the context of police work. To achieve this, the study employs the PRISMA methodology and conducts comprehensive searches within reputable databases, namely Scopus and Web of Science, covering the period from 2000 to 2023. By undertaking this research, the aim is to furnish valuable insights into how personality traits impact the job performance of police officers. These findings have the potential to offer meaningful contributions to the enhancement of law enforcement practices and the formulation of more effective policies within the field of policing

The Influence of Personality Traits on Ethical Behavior of Police: The Mediating Effect of Ethical Leadership

Unethical behavior by police officers continues to garner a lot of attention. Engagement in such conduct will tarnish police reputation as law enforcers who are responsible to protect the welfare of society. Hence, fostering ethical behavior among police officers should be encouraged. However, there is a dearth of in-depth knowledge in existing literature, providing a sufficient explanation contributing to the ethical behavior of police officers. The purpose of this study is to assess the influence of the reciprocal relationship between personal factors and environmental factors on behavioral outcomes. By employing the Social Cognitive Theory (SCT) as an underpinning theory, this present study intends to examine the influences of personal factors, namely personality traits, on the ethical behavior of the police. This study also introduces ethical leadership as a mediating variable to fill the knowledge gap in the existing literature

Assessing Information Security Competencies of Firm Leaders towards Improving Procedural Information Security Countermeasure: Awareness and Cybersecurity Protective Behavior

Cybersecurity threats are a serious issue faced by many organizations in this new information era. Therefore, security leaders play a significant role not only to ensure that all their employees are practicing good security behavior to protect organizational information assets but also to ensure that security technology has been installed properly to protect network infrastructure. This study aims to examine cybersecurity protective behavior (CPB) among employees in the organization and focus on the role of leadership competencies and information security countermeasure awareness. The questionnaires were distributed via email and self-administered, and the study managed to obtain 245 responses. Partial Least Squares-Structural Equation Modeling (PLS-SEM) analysis was used to analyze the final data. Confirmatory factor analysis (CFA) testing shows that all the measurement items of each construct were adequate in their validity individually based on their factor loading value. Moreover, each construct is valid based on its parameter estimates and statistical significance. The research findings show that Procedural Information Security Countermeasure (PCM) awareness strongly influences CPB compared to a leader's information security competencies (ISI). Meanwhile, ISI significantly influences PCM awareness. This study adapts the theory of leadership competencies in the context of cybersecurity, which is particularly beneficial to any industry in improving organizational information security strategic plans

Digital Banking Adoption Intention Model in Malaysia: A Pilot Study

Digital banking is a form of self-service for consumers to obtain information and complete banking transactions via electronic banking. The transactions that are carried out will be conducted independently, eliminating the need to visit bank locations physically. Therefore, the objective of this study is to investigate the reflective measurement model of the adoption intention model for digital banking among individuals who already have bank accounts. In the course of this research, a pilot study was carried out in the Klang Valley, and it involved 55 people who had bank accounts. The data collected were then analyzed using Structural Equation Modelling with Partial Least Square (PLS) for the reflective measurement model. A total of 34 items are used to measure the six different dimensions, which are referred to as performance expectancy, effort expectancy, social influence, facilitating condition, hedonic motivation, and price value, respectively. The measurement of adoption intention then consists of 6 items. The finding showed that an assessment of factor loading, composite reliability, average variance extracted, and discriminant validity was carried out to validate the reliability and validity of the measuring items. This study is one of many that have been done to determine the factors that influence a person's desire to embrace a new technology or practice; however, this study looks at the topic from the user's point of view

A Reflective Measurement Model of Organizational Citizenship Behaviour and Organizational Cynicism

The purpose of this study is to examine the reflective measurement model of organizational culture, organizational citizenship behaviour and organizational cynicism among academicians in a selected local university. This study conducted a pilot study to 100 academicians using a convenience sampling method from the selected local university. The data collected were further analysed on the reflective measurement model by applying the Structural Equation Modelling using Partial Least Square (PLS). The finding revealed the assessment of factor loading, composite reliability, average variance extracted and discriminant validity to confirm the reflective measurement model.Keywords: Organizational Citizenship Behaviour, Organizational Cynicism, Organizational Performance, Work-Life BalanceeISSN: 2398-4287 © 2020. The Authors. Published for AMER ABRA cE-Bs by e-International Publishing House, Ltd., UK. This is an open access article under the CC BYNC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/). Peer–review under responsibility of AMER (Association of Malaysian Environment-Behaviour Researchers), ABRA (Association of Behavioural Researchers on Asians) and cE-Bs (Centre for Environment-Behaviour Studies), Faculty of Architecture, Planning & Surveying, Universiti Teknologi MARA, Malaysia.DOI: https://doi.org/10.21834/e-bpj.v5i13.206

The inluence of leader power on interpersonal conflict among employees of government linked companies, Malaysia / Rozilah Abdul Aziz … [et al.]

Organizational conflict is partly depended on the magnitude of power exercised by superiors in the workplace. The need to investigate how manager’s power affects subordinates’ interpersonal conflict is crucial so that managers can change or maintain their power to achieve optimum result in organization. Hence, the purpose of this study is to examine the influence of leader power towards interpersonal conflict at Government Linked Companies (GLCs), Malaysia. A total of 388 questionnaires were distributed to employees of GLCs, Malaysia. A Structural Equation Modelling (SEM) analysis revealed that forty-one percent of the variation in interpersonal conflict can be explained by the power possessed by managers. It also revealed there is a strong positive, linear and significant relationship between leader power and interpersonal conflict. Therefore, management should be concerned with the authority given to managers as power could lead to a devastating interpersonal conflict

Exploring the Influence of Technology, Lifestyle and Flexible Working Arrangements on Cyber Psychology among Employees at a Malaysian Investment Holding Company

This study explores the relationship between cyberpsychology and its influencing factors among employees at an investment holding company (which will be addressed as XYZ Berhad). Understanding the impact of technology, lifestyle, and flexible working arrangements on employees' psychological well-being and behavior is crucial in today's digital workplace. With the prevalence of remote work and flexible arrangements, it becomes essential to examine how these factors influence employees' cyberpsychology experiences. Using a quantitative correlational approach, data was collected from 123 participants out of a total employee population of 174 at XYZ Berhad. The survey utilized Likert scale items to assess respondents' perspectives on technology usage, lifestyle choices, flexible working arrangements, and cyberpsychology. The findings reveal significant relationships between cyberpsychology and the influencing factors. Technology has a strong positive relationship, indicating its substantial impact on employees' psychological well-being and work behaviors. Similarly, lifestyle choices show a moderate positive relationship, highlighting the relevance of personal lifestyle preferences in shaping cyberpsychological experiences. Additionally, flexible working arrangement displays a medium positive relationship, underscoring the importance of work arrangements in influencing employees' psychological responses. The study recommends implementing awareness programs to help employees manage the psychological effects of technology usage and promoting the usage of online communication platforms to foster a positive organizational culture. Guidelines for employees working under flexible arrangements are advised to support their well-being and maintain a healthy work-life balance