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This study aims to examine the factors that lead to loyalty in bank customers. It establishes a relationship of service quality (SQ) with satisfaction and attitude that leads to customer loyalty. The impact of SQ along with satisfaction and attitude on customer loyalty is explored.

Primary data was collected from 1,097 customers of the banking service. Structural equation modelling (SEM) and multiple regression analyses was used to analyse the data. The adaption of multiple regression and SEM for the analysis authenticates the similar findings in both the methods of analysis.

All the factors contribute to the formation of SQ. There exists a linear relationship of SQ, satisfaction and attitude in the formation of customer loyalty.

Sample can be more diverse and collected from different cities as well. Similar studies are possible for diverse demographic groups such as gender, age, education and others.

The results of this study have significant implications for understanding customer loyalty for banks of Saudi Arabia.

This research attempts to explore the factors responsible for the SQ in banks of Saudi Arabia so as to establish a relationship between SQ, satisfaction, attitude and loyalty.

This study aims to explore the factors responsible for influencing the service quality (SQ) of department stores in Albaha region, Saudi Arabia. This study also examines the level of influence on SQ.

Primary data was collected from 600 customers out of which 508 questionnaires were included for analysis using retail service quality scale (RSQS). Quota sampling technique was adapted for data collection from different cities of Albaha province. SPSS software was used to analyse the data using multiple linear regression analysis.

Three dimensions have a positive significant impact on SQ (physical aspect, problem-solving and reliability), whereas one dimension (personal interactions) has a negative significant influence and one dimension (policy) is found to be a highly insignificant factor.

Further investigation is required for the negative but significant behaviour of personal interaction and insignificant impact of policy as factors.

This study outlines the dimensions having positive and significant influence of SQ on the department stores.

This study suggests socially and culturally acceptable methods to improve SQ in Albaha.

The research suggests that personal interaction has a negative influence on SQ; this deviation of results from the literature may be due to the cultural variances in KSA which needs to be further investigated, as customers in Albaha are not willing to converse and interact with the seller.

This study explores the factors responsible for influencing online classes for business school during the COVID-19 pandemic. This study also examines the level of influence of these factors on online classes.

Primary data were collected online from 716 business school students using a questionnaire developed by the researcher. Smart PLS3 software was used to analyze the data.

Attitude, curriculum, motivation, technology and training were found to have an impact on online classes. Three variables (attitude, motivation and training) have a positive impact on online classes, whereas two variables (curriculum and technology) have a negative impact on the online classes. All the factors have been found to be significant except technology which is found to have an insignificant impact (p = 0.356) on online classes.

Only one university’s students were surveyed.

Outlines the factors which have a positive and significant impact on online classes during COVID-19 pandemic. This study can be generalized through a student's community across the world as the students face similar problems associated with online classes during the COVID-19 pandemic.

Suggest factors that can be considered while COVID-19 pandemic during social distancing to make online classes more effective and to reduce the impact of this pandemic.

No study has documented the factors associated to impact the online classes during the COVID-19 pandemic.

The purpose of this paper is to investigate if country development indicators, i.e. gross domestic product per capita (GDPPC), literacy rate, internet penetration and urban population, influence the generation of e-waste on a global level. The moderation effect due to differences between countries in terms of absence or presence of e-waste policy and level of development is also checked.

This is an archival study that builds upon data from United Nations (UN), World Bank and Global E-waste Statistics Partnership. The authors did a path analysis comprising mediation and multigroup analyses to decipher the proposed rese arch model containing data from 172 countries.

The results indicate that GDPPC, literacy rate, internet penetration and urban population do not directly influence the generation of e-waste. However, higher internet penetration in developing countries leads to higher e-waste, while higher literacy rates in developed countries suppress e-waste generation. When it comes to e-waste policy, a higher urban population without a regulatory legal framework boosts higher e-waste. The authors observed that higher internet penetration leads to higher e-waste in the presence of e-waste policy as well.

This is the first study to include economic well-being indicators in elaborating e-waste generation, on a global scale. No previous study has observed differences between countries nested in e-waste policy and level of development.

This study aims to, first, propose a valid and reliable scale to document the COVID-19 Pandemic Shopping Experience (CPSE) and, second, determine the impact of its variables on the postpurchase shopping experience (PPSE).

For scale development, published studies were scanned and the variables were shortlisted. These shortlisted variables were validated by 52 faculties from four universities in Saudi Arabia. Data were collected from 318 respondents to purify the CPSE Scale. In Study 2, a path analysis was performed on a sample of 354 respondents to determine the individual impact of each variable on PPSE.

A total of 14 items were found to be aligned under four variables, social distance (SD), shop hygiene, operational time and entertainment venues. SD was found to have the greatest influence on PPSE, followed by operational time and shop hygiene.

This research has important implications for retailers to initiate changes in store layout so that they can implement social distancing by physically marking stickers on the floors and by placing barricading on billing counters. Store hygiene can be ensured by making sanitizers and hand gloves available at the entry points, periodically cleaning the floor and sanitizing the premises. Rationing the operating time proved to be an effective tool to minimize the exposure time, thereby limiting consumers' time inside the store.

To the best of the authors’ knowledge, this is the first study to propose a full-scale measure of the customer shopping experience (SE) during a pandemic. This scale can be generalized to measure SE in similar situations.

This study aims to investigate the link between information technology capabilities (ITC) and organizational performance (OP) in the hospitality industry by focusing on the indirect effect of sustainability practices, service innovation (SINO), service improvement (SIMP) and the moderating role of top management support (TMS).

Time-lagged survey data from 488 hotel managers in the United Arab Emirates was used in this study to examine the hypotheses by the PROCESS Macro.

The authors found significant support for our framework, demonstrating that ITC are linked with OP. The study found that ITC and OP are sequentially mediated by sustainability practices, SINO and SIMP. Additionally, the influence of information technology (IT) capabilities on OP is moderated by TMS, whereas TMS also enhances the sequential mediating effect of sustainability practices, SINO and improvement, such that the sequential mediating effect is stronger when TMS is at a high level.

To the best of the authors’ knowledge, this paper is the first to examine the sequentially moderated mediating effect of sustainability practices and then SINO and SIMP between ITC and OP using a time-lagged design in the hospitality industry.

Introduction: The world is passing through a technology explosion phase where one technology is being replaced by another very quickly. Emerging technologies play more important roles in the insurance sector directly or indirectly. These technologies have a high potential to change the insurance paradigm.

Purpose: In this chapter, we discuss emerging technologies such as artificial intelligence (AI), big data, blockchain, the internet of things (IoT), mobile technology, predictive analytics, social media, telematics, chatbots, low codes, and drones in the context of the insurance industry.

Methodology: To carry out our analysis, we searched for data using the keywords for each technology from the Web of Science (WoS) coral database. Certain inclusion and exclusion criteria were followed to select the articles for further analysis. R-studio was used for the data analysis and visualisation.

Findings: It was found that the highest number of research articles published are related to big data, followed by AI and social media. The first article on AI in insurance appeared in 1975. Social media is the highest cited new technology, whereas the low codes are the undiscovered paradigm for the insurance sector with no published research. Research on the impact of chatbots, drones, and mobile technology in the insurance industry is still at a nascent stage. We also noticed that the United States is leading the research on emerging technologies in the insurance sector.

Implications: This chapter audits the emerging technologies in the insurance sector and identifies technological areas with the highest, least, or no research, dominant journals, authors, and countries. This holistic overview empowers managers and academicians to decide the future course of action.

The purpose of this study is to evaluate the impact of workplace incivility on innovation, organizational citizenship behaviors, organizational commitment and performance in travel agencies. The study also aims at exploring the mediating roles of innovation, organizational citizenship behaviors and organizational commitment in the relationship between workplace incivility and performance.

The questionnaire was used to collect study data from the sample, which consisted of employees in Egyptian travel agencies, category (A), in Cairo Governorate. The questionnaire link was sent to 854 employees in travel agencies, with 644 obtained responses. Only 586 responses were suitable for analysis.

The results depicted that there is a significant and negative effect of workplace incivility on innovation, organizational citizenship behaviors, organizational commitment and performance. The results also revealed a significant and positive effect of innovation, organizational citizenship behaviors and organizational commitment on performance. Moreover, the results indicated that innovation, organizational citizenship behaviors and organizational commitment play partial mediating roles in the link between workplace incivility and performance.

The current study attempts to measure the mediating role of innovation, organizational citizenship behaviors and organizational commitment in the link between workplace incivility and performance. Managerial implications, limitations and future research are also presented.

本研究的主要目的是评估工作场所不文明行为对旅行社创新、组织公民行为、组织承诺和绩效的影响。 该研究还旨在探讨创新、组织公民行为和组织承诺在工作场所不文明行为与绩效之间关系中的中介作用。

调查问卷用于从样本中收集研究数据, 样本包括开罗省埃及旅行社（A）类的员工。 问卷链接发送给854名旅行社员工, 收到644份回复。 只有 586 个回复适合分析。

结果表明, 工作场所的不文明行为对创新、组织公民行为、组织承诺和绩效产生显着的负面影响。 结果还揭示了创新、组织公民行为、组织承诺对绩效的显着和积极影响。 此外, 结果表明, 创新、组织公民行为和组织承诺在工作场所不文明行为和绩效之间的联系中发挥部分中介作用。

当前的研究试图衡量创新、组织公民行为和组织承诺在工作场所不文明行为和绩效之间的中介作用。 还介绍了管理意义、局限性和未来研究。

El objetivo principal del estudio es evaluar el impacto de la falta de civismo en el lugar de trabajo sobre la innovación, los comportamientos de ciudadanía organizativa, el compromiso de la organización y el rendimiento en las agencias de viajes. El estudio también pretende explorar los papeles mediadores de la innovación, las conductas de ciudadanía organizativa y el compromiso de la organización en la relación entre la incivilidad en el lugar de trabajo y el rendimiento.

Se utilizó el cuestionario para recopilar los datos del estudio de la muestra, que estaba formada por empleados de agencias de viajes egipcias, categoría (A), de la gobernación de El Cairo. El enlace del cuestionario se envió a 854 empleados de agencias de viajes, de los que se obtuvieron 644 respuestas. Sólo 586 respuestas fueron aptas para el análisis.

Los resultados revelaron que existe un efecto significativo y negativo de la falta de civismo en el lugar de trabajo sobre la innovación, las conductas de ciudadanía organizativa, el compromiso de la organización y el rendimiento. Los resultados también revelaron un efecto significativo y positivo de la innovación, los comportamientos de ciudadanía organizativa, el compromiso de la organización sobre el rendimiento. Además, los resultados indicaron que la innovación, las conductas de ciudadanía organizativa y el compromiso de la organización desempeñan papeles mediadores parciales en el vínculo entre la falta de civismo en el lugar de trabajo y el rendimiento.

El presente estudio trata de medir el papel mediador de la innovación, las conductas de ciudadanía organizativa y el compromiso de la organización en el vínculo entre la falta de civismo en el lugar de trabajo y el rendimiento. También se presentan las implicaciones para la gestión, las limitaciones y las investigaciones futuras.