Forthcoming and Online First Articles

International Journal of Services, Economics and Management

International Journal of Services, Economics and Management (IJSEM)

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International Journal of Services, Economics and Management (9 papers in press)

Regular Issues

  • Antecedents of job satisfaction and organisational commitment PLS-SEM approach
    by Mai Ngoc Khuong, Tran Phuong Mai, Nguyen Thi Minh Phuong 
    Abstract: This study was conducted in order to identify the relationship between human resource management practices, employee job satisfaction and organisational commitment in hospitality industry in Vietnam. Quantitative approach was mainly applied with exploratory factor analysis, reliability analysis, PLS-SEM using SmartPLS software (version 3.0). The questionnaires were distributed to employees from the lowest level to high-ranked management level. The findings showed that employee organisational commitment was indirectly affected by compensation, career development, leader-follower relationship, working environment and organisational support through the mediation of job satisfaction. In addition, organisation commitment also experienced the direct effect from compensation, career development and leader-follower relationship. Consequently, the result could be recommendations and suggestions for organisation leaders to develop appropriate strategies in order to increase job satisfaction and organisational commitment.
    Keywords: job satisfaction; organisational commitment; compensation; career development; leader-member exchange; working environment; hospitality sector.

  • Factors affecting customers satisfaction in e-commerce marketplace during COVID-19 pandemic: developing market context   Order a copy of this article
    by Md Samim Al-Azad, Mohammad Harun-or-Rashid 
    Abstract: COVID-19 pandemic is forcing consumers from developing countries along with their peers from developed markets to opt for online shopping and undertake many more activities feasible through the help of information and communication technology (ICT). This is a relatively new phenomena for some developing countries markets. Therefore, we aim to examine the factors that affect customers satisfaction on using the e-commerce system in culturally diverse developing countries. A survey questionnaire was designed and distributed to 260 respondents randomly to find out how customer satisfactions depend largely on factors such as service quality, information quality, and system quality as well as perceived usefulness and self-efficacy. The study found that IQ, SYSQ, PU, and SE have significant positive relationship with customers satisfaction on e-commerce. However, SEVQ did not have any significant relationship with customer satisfaction towards e-commerce. This study addresses an important evidence on how e-commerce can respond to COVID-19 transition and receive numerous benefits from online marketplace. The findings can help managers in e-commerce sector to contextualise while formulating their business policies and develop marketing strategies in developing market context in order to improve the willingness of customers to engage in online purchasing.
    Keywords: e-commerce; developing economy market; customers’ satisfaction.
    DOI: 10.1504/IJSEM.2022.10046099
  • Customer satisfaction, behavioural and pay more intentions: a study on Indian Dhabas (roadside full-service restaurants)   Order a copy of this article
    by Pankaj Kumar, Pardeep K. Ahlawat, Parveen Kumar, Jitender Kumar 
    Abstract: The present study examines the foremost antecedents of customer satisfaction, behavioural and pay more intentions in the setting of Indian Dhabas (roadside full-service restaurants) located on the National highway, Haryana, India. Using the convenience sampling technique, 236 self-administrated survey questionnaires were collected (207 considered usable) from the customers who had experienced dining at Indian Dhabas, and tested performing (PLS-SEM) partial least squares-structural equation modelling. The results confirmed that customer satisfaction is significantly influenced by the atmospheric quality, service quality, and food quality of Dhabas, and customer satisfaction significantly influences trust in a positive manner. Remarkably, the impact of customer satisfaction on behavioral intentions was more significant than trust. Further, trust and behavioural intentions have significant positive influences on pay more intentions, while the effect of customer satisfaction on pay more intention is positive, but it is insignificant. Essentially, the present study attempts to provide valuable insights into customer satisfaction and consumer behavioural and pay more intentions to Dhabas (roadside full-service restaurants) owners and managers to build long-term relationships with Dhabas customers.
    Keywords: Indian Dhabas; customer satisfaction; trust; behavioural intentions; pay more intentions.
    DOI: 10.1504/IJSEM.2022.10050121
  • Contributory role of innovative capabilities in Malaysian small and medium enterprises performance   Order a copy of this article
    by R. Ganesh, A. Haslinda 
    Abstract: Despite a growing body of literature focusing on business performance enhanced by innovation capabilities, empirical research examining its impact in Malaysia remains scarce. Adopting the view that monitoring and analysing business performance through innovation is necessary for strategic planning and business survival. This study surveyed 124 businesses in peninsular Malaysia via two-stage e-mail and telephone calls, supplemented by survey questionnaires. The findings indicate that SMEs should prioritise strategic planning, marketing innovation, and learning capability to improve business performance, particularly in Malaysias manufacturing and export sectors. While this study makes no claim to be exhaustive, it demonstrates that understanding of the relationship between innovation capabilities and business performance is incomplete and that this area of research warrants further examination. Nevertheless, the discovery contributes to the body of knowledge by demonstrating how innovative strategic planning, marketing, and learning capabilities can enhance successful business performance.
    Keywords: innovation diffusion; strategic planning; marketing orientation; business performance; learning capability.
    DOI: 10.1504/IJSEM.2022.10051177
  • Influence of personalisation and hedonic motivation on repurchase intention: the mediating role of customer experience and loyalty   Order a copy of this article
    by Ghasem Bakhshandeh, Sajad Sharifi, Sayed Mohammad Rezaei 
    Abstract: The goal of this study is to investigate the effect of personalisation and hedonic motivation on repurchase intention through the mediating role of customer experience and customer loyalty. This study is applied in terms of its purpose and is a survey with correlation approach in terms of implementation. The statistical population of this study includes the customers of Sina Bank in the City of Ahvaz. For data collection a questionnaire consisting of 25 items was used. Data collected from 400 customers were analysed by SPSS and AMOS software packages through statistical tests at both descriptive and inferential levels. The results showed that all research hypotheses except the fourth hypothesis were confirmed. The effect of personalisation on customer experience and loyalty, the effect of hedonic motivation on customer experience, the effect of customer experience on customer loyalty, and the effect of customer experience and customer loyalty on repurchase intention were positive and significant, however, the effect of hedonic motivation on customer loyalty was not statistically significant.
    Keywords: personalisation; hedonic motivation; customer experience; customer loyalty; repurchase intention.
    DOI: 10.1504/IJSEM.2022.10051459
  • Factors influencing online transport drivers job satisfaction in Indonesia   Order a copy of this article
    by Keni Keni, Nicholas Wilson, Chee Wei Loon, Boo Mei Chin, Lim Thean Pheng 
    Abstract: This paper tries to understand the impact of perceived occupational health hazard, perceived job risk and perceived job insecurity on online transportation drivers job satisfaction in Indonesia, and how people fear towards the COVID-19 pandemic moderates those impacts. This study uses a quantitative survey method by using questionnaires which were virtually distributed to 202 online transportation drivers in Indonesia. A non-probability sampling method in the form of convenience sampling was chosen to ensure that the criteria of respondents are in line with the ones that have been set by the authors. This study conducted the PLS-SEM method, and it was concluded that perceived occupational health hazard, perceived job risk and perceived job Insecurity significantly affect the online transportation drivers job satisfaction. Furthermore, peoples fear towards the COVID-19 outbreak was found to significantly moderate the effect of perceived occupational health hazard, perceived job risk and perceived job insecurity towards job satisfaction.
    Keywords: perceived occupational health hazard; perceived job risk; perceived job insecurity; job satisfaction; fear of COVID-19 outbreak; Indonesia.
    DOI: 10.1504/IJSEM.2022.10051708
  • Skilled immigrants job search: the role of self-efficacy, future orientation, and work involvement   Order a copy of this article
    by Satvir Singh, Prajya R. Vidyarthi, Laura Guerrero, Fernando Parra 
    Abstract: Drawing upon self-efficacy theory, we developed a job search process model to show the relationship between self-efficacy, job search behaviour, and job search outcomes among 240 skilled immigrant job seekers in Canada originating from 31 countries. We also tested moderating effects of home-country culture value of future orientation and individual level work involvement in these relationships. Hierarchical linear modelling supported a positive relationship between skilled immigrants job search self-efficacy and job search effort, and between job search effort and number of job interviews obtained. Results also showed that the relationship between job search efficacy and job search effort was stronger at low levels of future orientation and low levels of work involvement.
    Keywords: job search; self-efficacy; effort; immigrants; culture.
    DOI: 10.1504/IJSEM.2022.10051710
  • Requirements analysis of customer service recovery system in hospitality industry using fuzzy DEMATEL and ANP   Order a copy of this article
    by Amir Mohammad Fakoor Saghih, Bahare Sabzevari Bidokhti 
    Abstract: Companies can adopt reactive and proactive strategies for service recovery. This study aimed to identify the requirements of the customer service recovery system in the hospitality industry. Using fuzzy DEMATEL technique, the cause-effect relations between the requirements of the service recovery system were identified and then ranked using the fuzzy ANP (FANP) technique. A model was developed to represent the effective and affected requirements of the service recovery system in the hospitality industry. The senior management support and customer relationship management (CRM) were the most effective and affected requirements, respectively. The literature has traditionally focused more on the basic concepts and conceptual model of service recovery and not covered the requirements of creating a service recovery system. In this regard, this study helps to develop the service recovery theory by identifying the requirements for creating a service recovery system and prioritising them.
    Keywords: service recovery; service failure; fuzzy DEMATEL; fuzzy analytic network process; FANP; hospitality industry.
    DOI: 10.1504/IJSEM.2022.10051711
  • Understanding the conceptualisation and strategies of service recovery processes in service organisations   Order a copy of this article
    by Sohail Anwar 
    Abstract: Many service providers struggle with service recovery (SR) processes, since they do not directly involve customers, and have no bearing on the needs and expectations of customers. The way in which compensation and complaint resolutions are delivered can have a significant impact on how customers perceive of SR and retention efforts in organisations. This study unpacks conceptualisations and the practicality of SR processes in service providing organisations. To meet these objectives, data were collected from reputed public banks using online reviews, semi-structured interviews, and focus group discussion. The results reveal that disruption and frustration typically occur during the first stage of service failure, and there is therefore a need to redesign SR processes so that employees can identify the causes of disruption and understand what customers expect from service providers. This study highlights that focussed engagement, help, feedback, improvements, complaint handling, fair compensation, fast services, apologies, customer participation, the credibility of feedback, and competence are some important factors that can improve the SR processes of public banking organisations. This study presents a conceptual framework that illustrates how SR processes can help banking organisations improve the usefulness of SR processes.
    Keywords: service recovery; SR; service failure; complaint handling; customer participation; social media; feedback; banking.
    DOI: 10.1504/IJSEM.2022.10052095