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This research deals with the critical factors of quality and their significance to perceived security as an effort to build a formidable loyalty of customers in a technology driven service environment. The primary purpose of this study is to investigate the key contributing elements of functional and service quality on perceived security and to further analyze its impact on customer satisfaction and loyalty.

A hypothesized structure model is proposed and justified using the data collected in the manufacturing and telecommunication service sectors in South Korea through survey with total 647 respondents. To clarify the reliability of model and validity of the proposed hypothesis, AMOS 24.0 software was utilized. Furthermore, two moderating variables were adopted for the depth understanding.

This study reveals that service quality dominantly influences the level of perceived security due to its characteristics that are mostly formed on the stage of customer-contact activity. This study further provides a strategic methodology for manufacturing and telecommunication firms to foster sustainable growth by focusing on perceived security during the service delivery process.

This finding is particularly important as Ontact technology becomes increasingly critical during the COVID-19 pandemic. It is worthwhile noting that the research outcome of this study may, in turn, trigger the trust issue that need to be combined with quality in the era of Industry 4.0.

The paper provides a step-by-step guide in the guise of a roadmap for service improvement initiatives using importance performance map analysis (IPMA).

To empirically illustrate how IPMA can be applied to any service industry, three sectors are considered; sports and fitness (study A), hospitality (study B) and higher education (study C). Following the proper selection of measuring instruments and their evaluation using structural equation modeling-partial least squares (Smart-PLS), IPMA is applied to identify those attributes having strong total effects (high importance) over the targeted construct (satisfaction) but which also have low average latent variable scores (low performance).

For sports and fitness (study A), the physical aspects and programme quality require managerial attention. For the hospitability sector (study B), it is service commitment, interaction quality and internal sense of happiness. Whereas for higher education (study C), it is administrative quality as well as the element of transformative quality, namely the university’s role in adding to its students’ emotional stability, which needs the attention of the top management.

This study provides researchers and practitioners with a roadmap for applying PLS-SEM and IPMA for continuous service quality improvement. The roadmap extends upon Ringle and Sarstedt’s (2016) work. It highlights critical decisions that need to be considered in the pre-analytical stages of the IPMA application, i.e. at the research design phase in selecting the most appropriate service quality measurement model specifications. It not only contributes to the existing body of knowledge by providing empirical evidence to advance theory development in the quality management field but also has implications for the practitioners in any service sector on where to focus their attention for an effective service improvement.

The primary purpose of this study is to investigate the strategic transition undertaken by e-retailers as they progress from meeting order-qualifier requirements to establishing order-winner elements within their operational frameworks. The overarching objective is to uncover how e-retailers can attain and sustain a competitive advantage in the marketplace.

This study adopted a focus group strategy, which involved collecting qualitative data. Evidence was collected from 41 customers and 16 business managers. The template analysis method was employed to code and organise themes identified during these discussions systematically.

The study identified 34 operational dimensions. 19 dimensions are related to e-retailing platforms and transaction processes, and 15 measurements are related to product or service characteristics. These dimensions were grouped into threshold resources, distinctive resources, threshold competencies and distinctive competencies. Distinctive resources and distinctive competencies are the most critical dimensions of e-retailing. These dimensions are subject to the “more is better” rule. Nevertheless, threshold resources are essential for e-retailing to be considered in the marketplace. It represents the “Must-be quality element.”

This study introduces the concept of a “cumulative model” in e-retailing. It offers strategic guidance for e-retailers seeking to navigate the complex landscape of competitive priorities. Companies can enhance their differentiation edge by identifying and emphasising distinctive resources and competencies. The study offers a nuanced understanding of the interplay between order-qualifier and order-winner elements in the pursuit of sustained competitiveness within the dynamic e-retail industry.

This study aims to investigate the impact of several factors on customer satisfaction and intention of reusing ride-hailing services that is a new type of passenger urban transport service.

This research applied the Partial Least Squares Structural Equation Modeling analysis method to examine the measurement scale and to analyze the primary data collected from 388 passengers in Vietnam.

This study demonstrates that three dimensions of perceived value, namely, functional value, hedonic value and economic value, positively influence customer satisfaction. The other dimension of perceived value, which is social value, has an ambiguous effect on satisfaction. In addition, personal innovativeness promotes all dimensions of perceived value. In particular, this study highlights that customer satisfaction and corporate image positively impact reuse intention, and corporate image moderates the relationship between customer satisfaction and reuse intention.

This study enriches knowledge about customer behavior using services based on the sharing economy business model. In particular, theoretical and practical implications are provided for researchers and enterprises to find suitable strategies for business.

Based on the stimuli-organism-response model and relationship marketing theory, the effect of different dimensions of Servicescape (Ambience, Cleanliness, Functionality, Spatial Layout, Employee Service Quality) on Customer Satisfaction and Behavioral Intention in hospitals during the COVID-19 pandemic are considered.

The study takes a quantitative approach, applying structural equation model using partial least square structural equation modeling to test the hypotheses. A total of 360 responses were collected using questionnaires distributed to different individuals who visited private hospitals in the past two months in India.

Contradicting previous research, this study found that among servicescape dimensions, employee service quality had the maximum influence on customer satisfaction and cleanliness does not have any significant impact on customer satisfaction as hypothesized. Mediation results show that customer satisfaction has a partial mediation effect for all servicescape dimensions except ambience, as both direct and indirect effects are significant. Importance-performance map analysis was performed on the responses collected, and it was found that employee service quality is the most important dimension affecting servicescape, followed by functionality and spatial layout. Thus, health-care institutions should focus on these factors to keep their customers satisfied.

Past studies have focused on the roles of servicescape and customer satisfaction separately. The authors have extended the literature by examining the combined effects of both servicescape and customer satisfaction. The findings from the study, therefore, help in developing a deeper understanding of the literature on the behavior intention relationship in the context of health care, as well as in service marketing.

This study aims to solve the realistic dilemma between the importance of entrepreneurship and the high rate of entrepreneurial failure, and to point out the direction of subsequent research.

The paper takes the form of a literature review.

Entrepreneurial activities involve multiple dimensions. Entrepreneurs or entrepreneurial teams will be affected by multiple factors when starting a business, and sufficient attention should be paid to both the factors within the group and the factors outside the group such as institutional quality and market competition. High entrepreneurial failure rate is an essential characteristic of entrepreneurial activities, while solving this problem requires entrepreneurs to maintain passion, clarify their own motivation, improve their learning abilities and adopt appropriate entrepreneurial strategies to improve entrepreneurial performance. Meanwhile, it also urgent to build entrepreneurial teams with common goals, heterogeneous knowledge structure, outstanding learning ability, solid mutual trust, strong social influence and social capital. Successful entrepreneurship should adhere to the perspective of openness and cooperation. It should not only actively strengthen international cooperation but also fully adapt to the country’s system and culture. Sustainable growth of entrepreneurial enterprises requires not only stable commercial revenue but also responsibility to society, which in turn leads to a good reputation and high social recognition.

The authors hope this review can provide some insightful viewpoints for deepening the theoretical system of entrepreneurship, improving the success rate of entrepreneurship and promoting the sustainable growth of enterprises.

Further research can be carried out on the promotion of business growth by entrepreneurship at the micro level in the following aspects: analyze functional mechanism between innovation and entrepreneurship; entrepreneurship research by integrating multiple institutional contexts and cultural traditions; consider the changes in emerging technologies on entrepreneurial activities; diversified mechanism between entrepreneurship education and business growth.

In public health emergencies, seeking confirmed cases’ activity trajectory information (CCATI) is crucial to the public’s efforts to combat the epidemic. The public can stabilize their sentiments and mitigate the risk of cross-infection by obtaining CCATI. We investigated the factors influencing users' intentions to seek CCATI to enhance the government’s risk communication capabilities and improve information platform services.

We analyzed how information ecological factors affect the intention to seek CCATI through perceived value. Data was collected from 429 Chinese citizens during the fourth wave of the coronavirus disease 2019 (COVID-19) pandemic. We used the structural equation model technology and bootstrap mediation effect test to examine the model.

Information understandability, information relevance, perceived severity and perceived vulnerability directly and positively affect the intention of seeking CCATI. While, the above relationships are also partially mediated by emotional value and functional value. Social support directly and negatively affects the intention of seeking CCATI, while the relationship is also partially mediated by emotional value and functional value. Curiosity directly and positively affects the intention of seeking CCATI, while the relationship is also partially mediated by emotional value. The relationship between the quality of the search service and the intention of seeking CCATI is not significant, instead, it is fully mediated by functional value. The influence effect of information relevance on the intention of seeking CCATI is the greatest, followed by perceived vulnerability. The mediating effect of functional value is higher than emotional value.

The findings may help governments enhance their risk communication capabilities and improve epidemic prevention and control measures, enhancing the appeal of information platforms.

We focused on CCATI, an area with limited scholarly attention. We analyzed CCATI-seeking factors using an information ecology theory, introducing perceived value as a mediator, thus offering novel perspectives and models.

The purpose of this paper is to explore the emergence of innovation in smart service systems to conceptualize how actor’s relationships through technology-enabled interactions can give birth to novel technologies, processes, strategies and value. The objectives of the study are: to detect the different enablers that activate innovation in smart service systems; and to explore how these can lead dynamically to the emergence of different innovation patterns.

The empirical research adopts an approach based on constructivist grounded theory, performed through observation and semi-structured interviews to investigate the development of innovation in the Italian CTNA (Italian acronym of National Cluster for Aerospace Technology).

The identification and re-elaboration of the novelties that emerged from the analysis of the Cluster allow the elaboration of a diagram that classifies five different shades of innovation, introduced through some related theoretical propositions: technological; process; business model and data-driven; social and eco-sustainable; and practice-based.

The paper embraces a synthesis view that detects the enabling structural and systems dimensions for innovation (the “what”) and the way in which these can be combined to create new technologies, resources, values and social rules (the “how” dimension). The classification of five different kinds of innovation can contribute to enrich extant research on value co-creation and innovation and can shed light on how given technologies and relational strategies can produce varied innovation outcomes according to the diverse stakeholders engaged.

Despite the major information technology investments made by public institutions, the reuse of e-government services remains an issue as citizens hesitate to use e-government websites regularly. The purpose of this study is to investigate the cross-country determinants of e-government reuse intention by proposing a theoretical model that integrates constructs from (1) the Delone and McLean IS success model (i.e. system quality, service quality, information quality, perceived value and user satisfaction); (2) the trust and risk models (i.e. citizen trust, overall risk, time risk, privacy risk and psychological risks); and (3) Hofstede's cultural model (i.e. uncertainty avoidance, masculinity, individualism and cross-cultural trust and risk).

Based on data from interviews with 81 Kuwaiti citizens and surveys of 1,829 Kuwaiti and Polish citizens, this study conducted comprehensive, cross-cultural and comparative analyses of e-government reuse intention in a cross-country setting.

The results show that trust is positively associated with citizens' intention to reuse e-government services, whereas risk is negatively associated with citizens' perceived value. This study also found that masculinity–femininity and uncertainty avoidance are positively associated with the intention to reuse e-government services and that individualism–collectivism has no significant relationship with reuse intention. This study's findings have important implications for researchers and practitioners seeking to understand and improve e-government success in cross-country settings.

This study developed a parsimonious model of quality, trust, risk, culture and technology reuse that captures country-specific cultural contexts and enables us to conduct a comprehensive, cross-cultural and comparative analysis of e-government reuse intention in the cross-country setting of Kuwait and Poland.

This paper introduces the problematic of the SBP modeling. Our objective is to provide a conceptual analysis related to the concept of SBP. This facilitates, on the one hand, easier understanding by business analysts and end-users, and one the other hand, the integration of the new specific concepts relating to the SBP/BPM-KM domains into the BPMN meta-model (OMG, 2013).

We propose a rigorous characterization of SBP (Sensitive Business Processes) (which distinguishes it from classic, structured and conventional BPs). Secondly, we propose a multidimensional classification of SBP modeling aspects and requirements to develop expressive, comprehensive and rigorous models. Besides, we present an in-depth study of the different modeling approaches and languages, in order to analyze their expressiveness and their abil-ity to perfectly and explicitly represent the new specific requirements of SBP modeling. In this study, we choose the better one positioned nowadays, BPMN 2.0, as the best suited standard for SBP representation. Finally, we propose a semantically rich conceptualization of a SBP organized in core ontology.

We defined a rigorous conceptual specification for this type of BP, organized in a multi-perspective formal ontology, the Core Ontology of Sensitive Business Processes (COSBP). This reference ontology will be used to define a generic BP meta-model (BPM4KI) further specifying SBPs. The objective is to obtain an enriched consensus modeling covering all generic concepts, semantic relationships and properties needed for the exploitation of SBPs, known as core modeling.

This paper introduces the problem of conceptual analysis of SBPs for (crucial) knowledge identification and management. These processes are highly complex and knowledge-intensive. The originality of this contribution lies in the multi-dimensional approach we have adopted for SBP modeling as well as the definition of a Core Ontology of Sensitive Business Processes (COSBP) which is very useful to extend the BPMN notation for knowledge management.