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Providing high-quality service for airline companies cannot be overstated, as it directly impacts their survival and competitiveness. Hence, there is an increasing need to measure loyalty in the air transport industry. Loyal customers are highly valued as they are less price-sensitive and require minimal communication efforts. Despite this, there is limited knowledge about the factors that influence a passenger’s level of loyalty towards an airline company. Therefore, understanding the precursors of loyalty is essential. This research investigates the serial mediation effect of consumer brand identification (CBI) and perceived value on the relationship between service quality and loyalty.

In this research, quality is related to loyalty through value and CBI. A conclusive research design was adopted to determine whether value and CBI have a serial mediating effect on the quality-loyalty link. The research framework includes a three-path mediation model.

Based on the analysis of 406 questionnaires, the study concludes that a serial mediation effect of CBI and perceived value on the quality-loyalty relationship exists. The research results indicate that CBI has a greater influence on improving customer loyalty than perceived value.

This study contributes to limited research on the serial mediating effect of value and CBI in the quality-loyalty relationship. It also provides empirical evidence on the determinants of loyalty as part of the Turkish aviation industry. This study highlights the significance of CBI as a critical factor for airlines to maintain their competitiveness in the market.

This paper aims to measure and unveil the relationship between customer satisfaction and efficiency levels in the most relevant Brazilian airports.

The authors utilize a two-stage network DEA (data envelopment analysis) and AHP (analytic hierarchy process) model as the cornerstones of the study. The first stage of the network productive structure focuses on examining the infrastructure efficiency of the selected airports, while the second stage assesses their business efficiency.

Although the results indicate that infrastructure and business efficiency levels are heterogeneous and widely dispersed across airports, controlling the regression results with different contextual variables suggests that the impact of efficiency levels on customer satisfaction is mediated by a set of socio-economic and demographic (endogenous) and regulatory (exogenous) variables. Furthermore, encouraging investment in airports is necessary to achieve higher infrastructural efficiency and scale efficiency, thereby improving customer satisfaction.

There is a scarcity of studies examining the relationships among customer satisfaction, privatization and airport efficiency, particularly in developing countries like Brazil.

While operational performance is important for a company's competitiveness and profitability, this study claims that procurement may be required to drive operational performance. This study aims to focus on how procurement practices is related to operational performance among selected manufacturing firms.

The model was tested on a sample of 329 manufacturing firms in clothing and textiles, chemicals and plastics, food and beverages processing, wood processing, metal processing and pharmaceutical manufacturing industries in a developing economy.

The results indicate that firms with higher and optimal level of procurement practices achieve higher levels of operational performance. Regardless of the H1 rationale, this study suggests that increasing procurement techniques has a limit in terms of improving operational performance. This study establishes that extreme level of procurement practices is associated with decreasing operational performance.

This study calls attention to how managers can guide organizations in refining their procurement strategies and practices; there is the need to strive to strike a balance between diversification and efficiency in procurement.

Manufacturing firms are often integral parts of local communities. The decisions they make regarding procurement practices can impact the economic health of these communities. Striking a balance between diversification and efficiency can contribute to sustainable business practices that benefit both the company and the local community.

As the main contribution, this study brings the additional perspective that extreme level of procurement practices is associated with decreasing operational performance.

This paper explores the intricate interdependencies among core components of airline business models (BMs). In the airline industry, where BMs are complex systems, a successful BM requires an orchestrated configuration of various components. However, there is a paucity of research in BM literature pertaining to the interrelationships among key components of airline BMs.

Employing interpretive structural modelling, we gathered input from experts in Iran to assess the driving power and dependency of elements within airline BMs.

Our findings highlight the significance of operating environment conditions and competitive market dynamics as pivotal external components shaping the foundational structure. Value proposition, customer relationship management, and process monitoring are crucial linkage components that drive power and dependency. Notably, capturing value is positioned with the highest dependency.

We utilised the ISM technique to visualize interdependencies within airline business models, aiding strategic decision-making. Our findings suggest aligning business and operational strategies with market needs ensures effective value creation and capture, maintaining competitive advantage in the airline industry. In addition, our research reveals critical factors affecting value creation and capture, emphasising monitoring the operating environment and competitive market, and strategically managing value propositions and customer relationship initiatives in the airline industry. We advise adapting business models to external changes for sustained growth and recommend regular monitoring of industry trends and customer expectations.

Framed within complexity theory, these insights offer valuable perspectives on identifying and situating critical BM components in the airline industry. The practical implications derived from this study serve as strategic tools for airline managers and potential investors to optimise the design of their airline BMs.

This study is a theory-building effort to extend the risk perception attitude (RPA) framework by considering an organization-related factor. Specifically, this study examined how an organization-related factor, namely safety climate, and individual-related factors, namely risk perception and efficacy belief, jointly influence flight attendants’ occupational health and safety (OHS) information seeking intent.

About 486 flight attendants from an international air carrier, based in Hong Kong, participated in an online survey. Hierarchical regression was employed to examine the three-way interaction of risk perception, efficacy belief, and safety climate.

Results showed that safety climate moderated the effect of efficacy belief on the relationship between risk perception and OHS information seeking intent. For flight attendants who perceived a high safety climate, those who felt more efficacious had a higher intent for OHS information seeking than those who felt less efficacious. In contrast, for flight attendants who perceived a low safety climate, when they perceived a high level of risk, those with low efficacy had a higher information seeking intent than those with high efficacy.

Although the RPA framework has shown its potential to explicate how individual employees engage in OHS information seeking behavior, the framework has largely overlooked the importance of organization-related factors as an influential shaping force of individual employees’ behavior. To fill this research gap, this study extends the RPA framework by examining how safety climate moderates the relationship between risk perception and efficacy belief on flight attendants’ OHS information seeking intent. Safety climate also plays an important role in segmenting audience groups for OHS promotion.

The purpose of this study is to analyze the impacts of the COVID-19 pandemic on the performance of companies using a hybrid Multi-Criteria Decision-Making (MCDM) approach. Specifically, the study examines Türkiye’s Top 500 Industrial Enterprises to analyze their performance before and during the pandemic, and to capture their performance in determining investment and production strategy.

To achieve the study’s objectives, the Fuzzy Best-Worst Method (F-BWM) was used to obtain importance levels of performance indicators, decreasing the vagueness in experts’ decision-making preferences. The Measurement Alternatives and Ranking According to Compromise Solution (MARCOS) method was used to rank enterprises based on their performance.

The COVID-19 pandemic has clearly had a substantial impact on the performance of Türkiye’s top 500 industrial enterprises. While some companies suffered decreased sales, others reported that their revenues increased or remained constant during the outbreak. The results reveal that the pandemic caused a shift in the initial ranking outcomes for the first two enterprises.

The study’s limitations include the sample size and the time period under consideration, which may have an impact on the generalizability of the findings.

Decision-makers’ investment, employment and operational decisions were influenced by the impact of the COVID-19 pandemic. The results provide insights for decision-makers on how to achieve higher growth and performance under the pressure of the pandemic.

The study’s practical consequences help decision-makers understand how to attain higher growth and performance in the face of the epidemic.

The originality of this study lies in using a hybrid MCDM approach to examine the impact of the COVID-19 pandemic on company performance. A hybrid MCDM approach is proposed to help decision-makers make the best possible investment and implementation decisions.

The number of passengers in the aviation sector following COVID-19 has recovered in 2023 and is 5% higher than it was in 2019. The average annual growth of air travel is predicted to be 3.2% between 2019 and 2039. This means the need for aircraft maintenance, repair and overhaul (MRO) services will also increase. Moreover, the stakeholders require lower costs, higher effectiveness/market share and sustainability. These expectations can be realized only with the identification, development and implementation of new innovations while improving and optimizing the already used processes and procedures. Since only highly qualified graduates can reach these requirements, the need for profession-specific MSc and PhD level engineers has elevated significantly. The purpose of this paper is to introduce the development and implementation of a new MRO higher educational framework program in strong cooperation with enterprises and universities.

The emphasis is placed on the program’s scouting, investigation, development, realization and evaluation by defining key performance indexes and aiming for the optimal solution for all participants.

The result of this study is the establishment of a new educational framework, the reinvention of the MSc curriculum and the integration of PhD-level researchers in the industry in a way that fulfills the needs and requirements of the MRO sector. In return, it will give various benefits to all parties involved.

The novelty of this work comes from creating a new educational MSc and PhD level framework that can push the MRO industry forward and fill the gap of missing engineers in this field. Plus, the newly developed program is highly flexible and can be used by other players in the economy after making some adaptions and modifications.

Process mining (PM) has emerged as a leading technology for gaining data-based insights into organizations’ business processes. As processes increasingly cross-organizational boundaries, firms need to conduct PM jointly with multiple organizations to optimize their operations. However, current knowledge on cross-organizational process mining (coPM) is widely dispersed. Therefore, we synthesize current knowledge on coPM, identify challenges and enablers of coPM, and build a socio-technical framework and agenda for future research.

We conducted a literature review of 66 articles and summarized the findings according to the framework for Information Technology (IT)-enabled inter-organizational coordination (IOC) and the refined PM framework. The former states that within inter-organizational relationships, uncertainty sources determine information processing needs and coordination mechanisms determine information processing capabilities, while the fit between needs and capabilities determines the relationships’ performance. The latter distinguishes three categories of PM activities: cartography, auditing and navigation.

Past literature focused on coPM techniques, for example, algorithms for ensuring privacy and PM for cartography. Future research should focus on socio-technical aspects and follow four steps: First, determine uncertainty sources within coPM. Second, design, develop and evaluate coordination mechanisms. Third, investigate how the mechanisms assist with handling uncertainty. Fourth, analyze the impact on coPM performance. In addition, we present 18 challenges (e.g. integrating distributed data) and 9 enablers (e.g. aligning different strategies) for coPM application.

This is the first article to systematically investigate the status quo of coPM research and lay out a socio-technical research agenda building upon the well-established framework for IT-enabled IOC.

The purpose of this research is to present an integrated methodological framework to aid in performance stewardship of management institutions according to their strategies based on a holistic evaluation encompassing social, economic and environmental dimensions.

A Mamdani fuzzy inference system (FIS) approach was adopted to design the quantitative models with respect to balanced scorecard (BSC) perspectives to demonstrate dynamic capability. Individual models were developed for each perspective of BSC using Mamdani FIS. Data was collected from subject matter experts in management education.

The proposed methodology is able to successfully compute the scores for each perspective. Effective placement, teaching learning process, faculty development and systematic feedback from the stakeholders were found to be the key drivers for revenue generation. The model is validated as the results were well accepted by the head of the institution after implementation.

The model resulting from this study will assist the institution to cyclically assess its performance, thus enabling continuous improvement. The strategy map provides the causality of the objectives across the four perspectives to aid the practitioners to better strategize. Also this study contributes to the literature of BSC as well to the applications of multi-criteria decision-making (MCDM) techniques.

Mamdani FIS integrated BSC model is a significant contribution to the academia of management education to quantitatively compute the performance of institutions. This quantified model reduces the ambiguity for practitioners to decide the performance levels for each metric and the priorities of metrics.

This paper aims to investigate the relationship between the Kingdom of Saudi Arabia (KSA)’s expenses in the health and social fields and the achievement of sustainable development goals (SDGs) 1 (elimination of poverty) and 3 (good health and well-being). This paper also examines the effects of the COVID-19 pandemic on these expenses and goals.

This paper observes the public expenses and the targets of the SDGs of KSA during 1981–2022. This paper tests the stationarity of the variables and then uses the ordinary least square model or the autoregressive distributed lag model, depending on the unit root test results. This paper also observes the change in target goals between the two years of the pandemic and the two preceding years.

The results show the influence of social expenditure on the progress of SDG-1, whereas the impact of health expenditure on SDG-3 is not significant. This paper also proves the impact of the pandemic on public expenses and social SDGs.

This paper attracts the attention of policymakers to the importance of assessing their SDG initiatives and the consequent outcomes. Additionally, this paper documents the initiatives for sustainable development in KSA, an important emerging country. Given the universal nature of the SDGs and the importance of KSA as an economic power with a large youth human capital potential, the findings offer insights applicable beyond KSA and provide valuable lessons for governments worldwide regarding the optimization of public spending for SDG achievement. Moreover, monitoring SDG advancement in this important country helps assess the progress of the the United Nations (UN)’s 2030 Agenda for Sustainable Development. Therefore, This paper helps boost the completion of this agenda and contributes to the bottom-up approach of the UN 2030 Vision, implicating all categories of stakeholders, including the academic community.

This paper furthers the literature on SDG achievement by analyzing the relationship between public expenses and SDGs. This paper contributes to the debate concerning the best methodology suitable for SDG valuation and adds to the few studies using autoregressive tests. Moreover, this paper enriches the scarce studies dealing with emerging countries and reviews the assessment of SDGs in KSA. Additionally, this paper investigates the effect of the COVID-19 pandemic on the assigned resources for SDGs and, consequently, on the related indicator scores.