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The purpose of this paper is to explore the relationship between the customer-contact employees’ (CCE) empowerment and customer performance indicators, namely, perceived service quality (PSQ), customer satisfaction (CS), customer loyalty (CL) and word-of-mouth (WOM). The authors deepen the analysis by highlighting the mediating role of the dimensions of the customer relationship management (CRM) effectiveness in this link. The authors also investigate links between customer performance indicators.

An empirical study was carried out on the basis of a questionnaire administrated to a sample of 215 Tunisian bank CCE and 516 customers. Data analysis was performed using the structural equation modeling method.

Findings reveal that the CCE’ empowerment contributes to PSQ, CS and all the dimensions of CRM effectiveness which in turn are key factors of customer performance. This research also outlines the mediating role of two dimensions of the CRM effectiveness, namely, organizational commitment and customer experience between CCE’ empowerment and PSQ and CS, respectively. In addition, the study highlights that PSQ improves CS which is positively linked to CL. Finally, loyal customers tend to generate positive WOM.

Few studies have investigated the effects of the CCE’ empowerment on PSQ, CS, CL and positive WOM, especially in the banking sector. This research fills this gap by highlighting the mediating role of the dimensions of the CRM effectiveness in these links. This paper offers interesting insights to bankers by providing them with tools to improve their customers’ relationship. In this sense, banks must bet on the proximity of the CCE as a key asset that allows creating a real sense of closeness with customers and offers lighting to banks on how to create customized marketing approaches to ensure customer performance.

Mobile instant messaging (MIM) applications have grown profusely worldwide in recent years in tandem with increased smartphone usage. The purpose of this paper is to examine the relationships among perceived benefits, personality traits, MIM satisfaction, and social capital responses.

This paper uses partial least squares-SEM to investigate proposed hypotheses based on a sample of 1,519 WhatsApp users.

The results indicate that perceived benefits of MIM and personality traits have a positive influence on MIM satisfaction; and MIM satisfaction in turn has a positive effect on users’ social capital responses. MIM satisfaction partially mediates the relationships between perceived benefits, traits, and social capital. Additionally, the results indicate positive significant effect of Gen X and Y on social capital among other control variables.

This study contributes to the growing body of knowledge on MIM. The results also provide important implications for MIM application developers and instigate future research in the MIM platform.

This study is the first attempt in integrating perceived benefits, personality traits, and social capital in MIM literature.

This study conducts a systematic literature review to synthesize the extant literature primarily on “online shopping consumer behavior” and to gain insight into “What drives consumers toward online shopping”.

The authors followed guidelines for systematic literature reviews with stringent inclusion and exclusion criteria. The review is based on 79 research papers published from 2000 to 2020 in 21 reputed peer-reviewed international journals. The papers were analyzed and synthesized based on their defining characteristics, methodologies, major constructs and themes addressed.

The literature synthesis indicated that consumers have to make a trade-off between 11 perceived benefits and six perceived sacrifices to improve their net perceived value before making the final decision to adopt online shopping. It is important to decode these factors as they could improve both the functional and recreational value of the shopping experience for online consumers, resulting in an improvement in conversion rates from a prospect to the final purchase at e-stores. This could improve turnover as well as profits for the e-tailers.

This study pioneers to consolidate these factors through the lens of the value adoption model. This study also suggests insightful directions for further research perspectives in the online context from both consumers' and retailers' perspectives.

The purpose of this study is to examine the influence of earnings management during initial public offerings on the listing day returns.

The study collected data for 511 Indian IPOs that came between April 2003 and March 2019 for calculating earnings management. On the basis of the Cross Sectional Modified Jones Model 1995, the paper presents three proxies of earnings management as discretionary accruals (DA), discretionary current accruals (DCA) and discretionary long-term accruals (DLA). The study further used correlation and multiple regression analysis to assess the impact of earnings management on listing day returns.

The findings show that earnings management and listing day returns vary through issue-year and industry-type. Apart from it, the study reveals a greater contribution of short-term accruals in earnings management on the basis of higher DCA values. It also discloses that the aggregate level of earnings management (DA) influences listing returns, whereas DCA and DLA separately have no impact on the listing day returns of the Indian IPOs.

The findings are useful to potential investors and analysts to observe, assess and understand the quality of financial reports that are based on fallacious disclosure of accounting figures. The study also reflects the efficacy of Indian regulatory norms for IPOs in constraining earnings management and underpricing, thus providing meaningful insight to the policy makers and the regulators.

This study is distinguished by its focus on determining the influence of earnings management on listing day returns in Indian IPOs by using three earnings management proxies.

As disruptive technologies, such as the use of artificial intelligence (AI)-enabled customer relationship management (CRM) systems, alter the processes and strategies that banks use in service delivery models, the impact of such technologies on consumer acceptance and buying behavior must continue to be examined. This research studies the impact of technology usage and acceptance of AI-enabled banking CRM systems in Nigeria on consumer buying behavior via the mediation of customer satisfaction and service quality. The study also investigates the negative impact of technology downtime, a frequent phenomenon in the emerging market, which has not, to this point, been studied on a large scale.

The authors collect quantitative data via a face-to-face administered questionnaire from four hundred customers of ten different Nigerian banks regarding their perceptions of technology use in the banking sector.

While the research finds that technology usage has positive and direct effects on service quality, customer satisfaction and consumer buying behavior, service quality was found not to have a significant effect on consumer buying behavior. The study also establishes that technology downtime has a moderating effect on technology usage, consumer buying behavior and customer satisfaction in the banking context.

Scant literature exists that explores the importance of culture in technology usage and acceptance, specifically in developing countries like Nigeria. This study explores the impact of technology usage along with acceptance in the Nigerian setting on Nigerian consumers and their resulting satisfaction. Technology usage has been known to impact customer satisfaction in various ways, but no study has looked specifically at how technology in the banking sector can further be of help or harm from a Nigerian perspective. This study explores the technology usage in banking sector of Nigeria and its impact on the consumer buying behaviour. No studies in our knowledge have been known to consider the role of technology downtime, a frequent phenomenon in emerging market, as a factor, which will affect the customer satisfaction and buying behavior. Thus, this study (1a) explores the negative outcomes of technology downtime on both service quality and customer satisfaction, (b) explores the moderating relationship of technology downtime on the technology usage and consumer-related outcomes.

Thermal barrier coatings (TBCs), which are used in high temperature applications of gas turbines, are damaged due to fuels and airborne minerals under working conditions. Stable zirconia coatings, which are usually used as topcoat materials in TBCs, are damaged by interacting at high temperatures with elements such as vanadium and sulfur from low quality fuels. The purpose of this paper is to see the failure mechanism of TBC systems after hot corrosion damages.

CoNiCrAlY metallic bond coatings of TBC samples were produced by cold gas dynamic spray method which is a new trend production method and stabilized zirconia ceramic top coating was produced by atmospheric plasma spray method. In total, 50% by weight of V₂O₅ and 50% Na₂SO₄ salt mixtures were placed on TBC samples and subjected to hot corrosion test at 1000°C.

Hot corrosion behaviors of TBC samples were examined by scanning electron microscopy, elemental mapping analysis, energy dispersive X-ray spectrometry analysis and X-ray diffraction analysis. TBC samples were damaged at the end of 12-h cycles.

The paper provides to understand the mechanism of hot corrosion of TBCs with cold sprayed metallic bond coat.

Zalo is a Vietnam social media platform attracting over 100 m users worldwide. The work aims to ascertain how to boost users' satisfaction, habit and continuance intention toward Zalo based on the expectation confirmation theory (ECT) and its extension through the impacts of expected benefits and emotional motivations.

Data are collected via an online survey on a convenience sample of 356 Zalo users. Statistical analysis is performed using Statistical Product and Service Solutions (SPSS) and Analysis of Moment Structures (AMOS) to test proposed hypotheses.

Results indicate that confirmation positively influences expected benefits (i.e. pervasiveness, socialization, and self-discovery) and satisfaction. Moreover, satisfaction and habit are jointly stimulated by expected benefits and emotional motivations. Outcomes also reveal that satisfaction is a motivator of habit, which in turn surmises evidently to continuance intention.

Findings assist practitioners to develop their business trajectories by improving beneficial services of Zalo and positive emotions. This fulfills user satisfaction and habit, and promotes continuance behavior accordingly.

Confirmation and expected benefits are acknowledged as the drivers of satisfaction, but existing literature remains inconclusive about dimensions of expected benefits influencing satisfaction and habit in social media. Furthermore, this study, by an extended ECT, explores emotional motivations for satisfaction and habit. Ultimately, habit is uncovered to foster prolonged usage.

The purpose of this paper is to develop a multi‐item scale for measuring the customer relationship management effectiveness (CRME) in Indian retail banks and to examine its relationship with key customer response variable.

This research adopts two different studies to develop and validate the scale for CRME. In study 1, responses obtained from 197 Indian retail banking customers were used to identify key dimensions of CRME. In study 2, nomological validity for the CRME scale was provided using a new sample of 261 actual bank customers. Furthermore, the relationship between CRME dimensions and customer behavioral outcomes such as customer satisfaction, loyalty and cross‐buying were examined.

The results of factor analyses revealed five dimensions for CRME, namely, organizational commitment, customer experience, process‐driven approach, reliability and technology‐orientation. Organizational commitment, process‐driven approach and reliability were found to positively affect customer satisfaction. Reliability was found to have direct association with customer loyalty and both customer satisfaction and loyalty‐influenced cross‐buying.

The identification of the dimension will help bank managers to implement an effective customer relationship management (CRM) that enhances customer satisfaction, loyalty and provides opportunities for banks to cross‐sell other related and unrelated products to its customers.

This paper provides a robust scale for measuring CRME in the Indian banking context. It examines the relationship between CRM efforts and relational outcomes of satisfaction, loyalty and cross‐buying.

Infrastructural revolution, intense competition and customer attraction towards organised apparel retailing in India are potentially affecting traditional retailing. The authors seek to identify the factors that customers perceive during shopping in organised apparel retail store. This study also investigates the indirect effects of identified factors on behavioural outcomes such as loyalty.

The study randomly selected the customers immediately after shopping to minimise the experience's carryover effects. A sample of 648 customers was collected. Data were analysed using multivariate analysis of covariance.

The study has found that in-store logistics is the second order factor with ease of return, on-shelf availability, product accessibility, shopping convenience, and product information as the variables. The result shows that in-store logistics, store environment, store communication, merchandise assortment, perceived price and employee attribute influence customer satisfaction. As expected, these factors indirectly influence the loyalty.

This study focused on organised multi-brand apparel retailing, and the survey was conducted in a tier-II city of India only. Hence, any attempt to generalise the findings must be undertaken with caution.

In the context of multi-brand retailing, competition is fierce. New entrants and traditional apparel retailers hesitate to adopt organised apparel retailing. The findings of this study can be helpful for new entrants and traditional apparel retailers to adopt organised apparel retailing.

Previous studies in the field of multi-brand retailing have mainly focused on the marketing aspect of retail stores. This study contributes to the operations aspect and tests the impact of operational function (in-store logistics) on customer satisfaction.

Second-hand clothing (SHC) has kindled a growing interest among researchers and practitioners. However, despite all the benefits that this market presents, consumer adherence still has considerable room for improvement. Several studies have explored the main motivations that lead consumers to buy second-hand clothes (SHCs), but few have focused on the factors that prevent consumers from adopting this consumption behavior. Hence, this study aims to identify barriers through the differences in the perception of experienced and inexperienced consumers in SHC purchases.

Data collected through an online questionnaire from 127 cases were analyzed using means comparison and binomial logistic regression.

The findings of this study revealed that having previous experience in purchasing SHCs influences consumers' perception of the barriers. The results also indicate that social embarrassment is the factor that most negatively influences the purchase of SHCs, as well as the consumers' lack of knowledge regarding the available channels.

Considering the importance of the SHC market and its potential, this study reveals what motivates and at the same time prevents consumers from acquiring SHCs. Original findings regarding the importance of channel familiarity and social embarrassment assist companies in defining their marketing strategies and enhancing the consumer experience in the purchase of SHCs.