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The purpose of this paper is to examine the effect of explanation on customer satisfaction in the service failure stage. It seeks to better understand the dynamics of consumer repurchase intention through a mediating effect of customer satisfaction.

A structured questionnaire was e-mailed to collect the primary data. With three reminders, this study managed to obtain 322 responses from customers who complained about their internet service in Malaysia. Structural equation modelling techniques were applied to examine both direct and mediating effects between variables.

Results reveal that all four dimensions of explanation have significant partial mediating effect on repurchase intention through customer satisfaction. Results also disclose that there is no significant relationship between excuse and customer satisfaction in service failure. Among all dimensions, reference and apology have higher influence on repurchase intention through customer satisfaction.

The results are particularly valuable for managers, as it supports the role of using explanation as a practical tool for fostering positive and profitable outcomes like repeat customer purchases.

The findings of this study will help organisations rethink their explanation strategies with the eye to foster greater customer repurchase intention.

The results are particularly valuable for managers, as they support the role of using explanation as a practical tool for fostering positive and profitable outcomes like repeat customer purchases.

This study aims to contribute to the understanding of the innovation environment of a developing nation through the Triple Helix model, revealing the existing inter-relationships between the three Helixes of Academia–Industry–Government. It sets out to find out the relationship and impact of the three Helixes on the most crucial stage of the innovation process: the commercialisation of patents, and to ascertain if there is a varying impact determined by patent ownership.

This cross-sectional study uses the survey method based on the views expressed by 220 Sri Lankan registered patent holders and categorised by organisational and individual ownership. The sample is drawn from the database of the National Intellectual Property Office of Sri Lanka and patents registered through the Patent Cooperation Treaty, extracted from the World Intellectual Property Organisation Patent Scope database. The survey was carried out in 2019 and limited to patents registered during the period 2010–2014.

The empirical findings indicate weak inter-relationship between Academia support, Industry support and patent commercial success, while the support of the Government Helix is non-significant in the commercial stage. The findings also indicate two different support standards existing in each Helix for the two ownership groups.

The study is limited to a five-year window in a relatively early period in the country’s innovation policy development. The study model is also limited by the non-inclusion of mediators such as government-backed affiliated agencies and academia technical transfer offices which if incorporated would improve the study model and be more reflective of the actual environment and their role as change agents bridging the transition to a hybrid Triple Helix.

The study findings capture the inter-relationships of the Triple Helix existing in a developing country at the most crucial stage of the innovation process. It helps policymakers identify the gaps in each Helix that stands wanting and take measures to rectify them by creating a more favourable National Innovation System. An innovative environment that will facilitate patent holders achieve higher technological transfers and commercial success rates.

The findings disclosure of two different support standards existing in each Helix for the two patent ownership groups poses a challenge for policymakers and challenges the core objective of increasing the commercial success of patents granted. The findings strengthen the need for a more robust support system to be put in place that would empower and facilitate the individual patent owner to increase the share of economic value arising from this underutilised patent group.

This study contributes by furthering the Triple Helix model in a social context and micro-setting by operationalising the theoretical practices. The study also gives insight into each Helix’s interaction and contribution during the most crucial stage of innovation management in a developing economy and its impact on the two categories of patent ownership which is scarce.

Emerging research on public administration theory has highlighted the need for public sector managers to become better leaders by inspiring and motivating them to align themselves with their organisation's mission and vision. Therefore, transformational leadership has become increasingly appealing in public administration. This study investigates how transformational leadership affects the job performance of those in the Maldives' civil service. Furthermore, it tests the mediation effect of organisational commitment on the relationship between transformational leadership and the job performance of those working in the Maldives' civil service.

This study adopted a quantitative and cross-sectional design to collect data from 370 employees from different Maldives civil service offices. Data were collected through an online questionnaire, and structural equation modelling was used to test the hypotheses. The mediating effect was tested using bootstrapping.

The results reveal that transformational leadership did not significantly affect job performance. While a mediation effect was present, the effect size was within a small range.

The results of this study has important implications for the Maldives' civil service from a human resource management perspective and provides insights to policymakers on how to improve leadership in Maldives' civil service institutions. Furthermore, this study contributes significantly to the existing research in understanding the effect of transformational leadership on public sector organisations in Asia and from a developing country's perspective.

Virtual professional learning communities provide digital platforms for teachers across the globe to join learning networks and engage in continuous and unrestricted learning. This study aimed to explore the impact of contextual factors on establishing virtual professional learning communities in Maldivian schools.

This quantitative study used a sample of 420 Maldivian in-service teachers chosen using two-stage cluster sampling and a stratified random sampling method.

The findings revealed that all three contextual factors – micro-, meso- and macro-contextual – positively and significantly influenced the virtual professional learning communities.

These findings recommend an integrated framework with micro-, meso- and macro-contextual factors as valuable instruments for educational leaders striving to establish virtual Professional Learning Communities (PLCs).

This study is among the first to examine the association of contextual factors of schools with the establishment of virtual PLCs in a country such as the Maldives, with geographically dispersed islands and limited resources.

The purpose of this study is twofold: identifying important determinants for effective adoption of internet technologies in an organizational supply chain context and examining and classifying benefits yielded from internet adoption in supply chain.

A structured Web-based questionnaire was designed and administered to respondents to collect the primary data. With two reminders, this study managed to obtain 236 respondents from different industries in Malaysia. Structural equation modelling was applied to test the seven hypotheses.

Four of five factors were significant for successful implementation of internet technologies in organizations. In addition, results suggested that internet technologies contribute more to operational activities rather than strategic initiatives, which would be one of the main contributions of this study.

This study is limited by its being based on organizational perception rather than absolute value for measuring the benefits of internet adoption. Moreover, this study applied the cross-sectional technique which may limit generalizability of the findings.

This study provides in-depth knowledge about internet adoption and benefits for the organization by combining both theoretical and empirical knowledge. It helps managers to understand the importance and process of internet adoption.

Organizations who are interested in adopting the internet in their supply chain may feel that these results will guide them in making their final decision.

The utilisation of market-based approaches (MBAs) than command-control approaches (CCAs) is still at the embryonic stage to stimulate the green behaviour of small and medium-sized enterprises (SMEs) in developing economies. The study aims to elucidate the association between environmental incentives (EIs), green responsiveness (GR) and environmental performance (EP).

A quantitative dominant research design is adopted with qualitative support. The study model is developed by integrating legitimacy theory (LT) and the natural resource-based view (NRBV). The cross-sectional data were gathered from the upper echelon of 395 SMEs in Sri Lanka, and 10 subsequent interviews were conducted. The partial least squares approach of structural equation modelling (PLS-SEM) was used to evaluate the hypothesised relationships.

The results found evidence to demonstrate that EIs positively link with GR and EP and GR mediates this association. Further, the study revealed that although MBAs are established, the SME sector is less aware of EIs such as tax concessions, tax reliefs, low interest, soft loans and discounts on eco-materials.

The results provide valuable insights to enhance environmental sustainability. The owners of SMEs should strategically use environmental inducements to overcome resource poverty to engage in green practices. The regulators and policymakers should develop the incentive policies and provide the mechanisms to disseminate the required skills and technologies to SMEs.

According to the authors' best knowledge, this is one of the pioneering empirical studies on EIs, GR and EP with mediating effects in Sri Lanka.

This study aims to empirically investigate the pathway to financial management behavioural intentions (FMBI) from Islamic perspectives, through dimensions of Islamic financial literacy (IFL; Islamic financial knowledge [IFK], financial skills [FS] and self-efficacy [SE]) based on an extension to the theory of planned behaviour (TPB) model.

Data was collected via a self-administered questionnaire by 300 millennials (Muslims) working in Malaysia. Structural equation modelling was used for data analysis purposes by using SmartPLS.

The results present the positive and significant influence of IFK on financial attitude (FA), FS on the elements of FA, subjective norm (SN), perceived behavioural control (PBC) and perceived moral obligation (PMO), SE on FA, FS on the elements of FA, SN and PBC. Furthermore, PBC and PMO were strong predictors of FMBI from an Islamic standpoint.

The findings successfully contribute to the theoretical extension of the TPB model via dimensions of IFL (IFK, FS and SE) as predictors of FA, SNs, PBC and PMO. Besides, this study provides some new insights of millennial Muslims concerning IFL and financial management from Islamic beliefs.

This article aims to examine the COVID-19 pandemic management system in Bangladesh and the role played by various bureaucratic leaders both at national and local levels. Particularly, attention is paid to the interface between the health sector and administrative leaders. The role played by front-line public servants and their superiors are also examined. Also, an attempt is made to encapsulate lessons learned from the crisis and the ways to prepare for the next one.

This study is based on secondary data and observation by the author as well as insights from the author's 36 years of experience in the Bangladesh bureaucracy. Administrative leadership is conceptualized as bureaucrats appointed to administrative positions and discharging administrative duties both at the national and local levels.

A disfunctionality in the COVID-19 management system is observed, which is a direct consequence of the administrative leaders' preference for leading from behind. Some structural constraints in the system are also uncovered.

It draws on observations, experiences and insights from the author's long association with the Bangladesh administrative system. Its intended users are researchers and practitioners of public leadership.

The primary aim of this study is to investigate how Islamic religiosity shapes the ethical attitude of customer relationship managers while predicting their behaviours.

A survey-based, cross-sectional data is collected from 257 customer relationship managers working in leading Islamic Banks in Pakistan.

Results demonstrate that religiosity positively influences the attitude of managers. Furthermore, the effect of subjective norms to predict ethical intentions is found insignificant which opens a new debate for the scholarly community.

A key contribution of this study is the investigation of Islamic religiosity as a predictor of managerial attitude. Furthermore, the context of Islamic bank managers is a new context of this investigation.

This research has been conducted to determine the core reasons for gender inequality and to evaluate the effectiveness of higher education as a sole solution to ensure gender equality.

This qualitative case study research explores the causes behind gender inequality, and interviews were conducted with 20 male and female graduates and five stakeholders. Liberal feminism theory has been employed to understand the phenomena.

The findings show that receiving a university degree cannot ensure gender equality and empowerment of women in Bangladesh. The key factors contributing to gender disparity are societal and a general deficiency of technical knowledge.

More policies should support women in every aspect of life, and the existing policies should be carefully followed. The government must ensure high-quality education, and people must show more significant concern by acquiring knowledge from quality education seeking gender equality.

This research fills the gap in the current literature by providing knowledge about the practical effectiveness of quality higher education in solving the problem of gender inequality, its core reasons and possible solutions in Bangladesh's context.