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How does business model design play a role in enabling manufacturing firms’ services? This study aims to investigate the impact of two distinct types of business model design, namely, efficiency-centered business model design (EBMD) and novelty-centered business model design (NBMD), and their effects in balanced and imbalanced configurations, on two types of services: product- and customer-oriented services.

Using matched survey data of 390 top managers and objective performance data of 195 Chinese manufacturing firms, this study uses hierarchical regression, polynomial regression and response surface analysis to test the hypotheses.

The results show that while EBMD positively affects product-oriented services, NBMD positively affects customer-oriented services. Both types of services exert a significant influence on firm performance. Furthermore, the degree of product- and customer-oriented services increases with an increasing effort level with a balance between EBMD and NBMD. Asymmetrical, imbalanced configuration effects reveal that the degree of product-oriented services is higher when the EBMD effort exceeds the NBMD effort, and the degree of customer-oriented services is higher when the NBMD effort exceeds the EBMD effort.

This study enriches the understanding of designing business models to facilitate service growth in manufacturing firms, ultimately benefiting firm performance. In addition, exploring balanced and imbalanced configurations of EBMD and NBMD offers new insights into business model dual design research.

E-commerce expands product and service reach, emphasizing the need for strategic market approaches to enhance e-service quality and drive sales growth. This paper aims to assess the relationship between the perceived quality of e-commerce platforms (characterized by measures of order and return convenience), customer satisfaction with online shopping and repurchase intention from online stores as well as examine whether demographic variables such as age, gender and area of residency (urban/rural) influence the ratings of each of these variables.

An online, self-administered survey gathered 108 valid responses from e-commerce customers. Data were analyzed in Statistical Package for the Social Sciences (SPSS) and Analysis of Moment Structures (AMOS) through principal component analysis, confirmatory factor analysis and structural equation modeling (SEM) as well as correlation, descriptive statistics, difference of means tests and nonlinear regression.

Online shopping on e-commerce platforms is seen as convenient for both placing orders and managing returns. Additionally, consumers express satisfaction with their online shopping experiences and exhibit a strong intention to repurchase. The analysis revealed linear relationships between order convenience and customer satisfaction, between order convenience and repurchase intention and nonlinear relationships between return convenience, customer satisfaction and repurchase intention. No significant difference was found between the way the demographic variables rated the convenience, satisfaction and repurchase intention constructs.

This study contributes to the empirical literature on service quality in e-commerce by providing a streamlined model of the interactions among the factors as well as by isolating the nonlinear relationships and comparing results across three demographic variables. From a managerial standpoint, the findings suggest that strategies aimed at providing complete qualitative information and enhancing order and return convenience improve customer satisfaction and foster repurchase intention.

This study aims to predict customers’ intention (INT) to visit green hotels through an extended norm activation model (NAM) framework. The extended NAM includes environmental concern (EC), price consciousness (PC) and aesthetic values (AEV).

A quantitative survey design was used to collect 340 valid responses from customers in Pakistan. Partial least square - structural equation modeling was used to assess the hypothesized relationships.

The results show that EC and awareness of consequences have a significant ascription of responsibility (AR) and personal norms (PN) towards INT. The results confirmed the moderating effect of PC on the relationship between PN and INT and the moderating effect of AEV on relationship between PN and INT and AR and INT. The findings indicate that PN does not mediate the relationship between AR and INT. These findings indicate that customers are aware of the consequences of resource depletion and environmental pollution that result from the unsustainable hotel practices. Therefore, customers tend to visit aesthetically green hotels at affordable prices.

The study proposes that green hotels should design marketing strategies in a way that increases customers’ awareness and concern towards environmental issues. Marketing campaigns focusing on environmental aspects of green hotels enhance its green reputation and motivate customers to visit green hotels. In addition, managers must consider enhancing the beauty of hotels at a competitive price.

This is the first study to use an extended NAM by integrating EC, average variance extracted and PC to predict customers’ INT towards green hotels. The extended NAM framework provides comprehensive understanding of the relationships between EC, AR and PN regarding visiting green hotels. In addition, the study emphasizes on AEV’s crucial role in influencing customers’ INT to visit green hotels.

Drawing upon the service-dominant logic (S-D logic) and elaboration likelihood model (ELM), this paper provides an integrative model to investigate how argument quality and source credibility of CSR communication affects customer value co-creation behavior, resulting in increased brand trust. Additionally, it unveils how brand trust and the perception of COVID-19 risk influence both brand love and subjective well-being.

The data of this study were collected through survey questionnaire from 304 coffee shop customers using convenience sampling and tested using the partial least squares structural equation modeling (PLS-SEM) technique to validate its model.

The research findings confirm the positive association between source credibility and customer value co-creation (i.e. customer participation and citizenship behavior). By contrast, argument quality is revealed to have a significantly positive effect on customer citizenship behavior (CCB) but a non-significant effect on customer participation behavior (CPB). Additionally, the study identifies that customer value co-creation behavior significantly promotes brand trust. Finally, findings indicate that brand trust and the perception of COVID-19 risk significantly influence brand love and subjective well-being.

This study contributes to the literature on CSR communication and S-D logic and provides new insights for marketers and advertisers to manage brands in the post-pandemic scenario through CSR communications. Furthermore, this study theoretically extends the ELM model to the CSR communication research. Finally, this study expands the relevant literature by clarifying the relationships between the perception of COVID-19 risk, brand love and subjective well-being.

Drawing from stakeholder (ST) and social exchange theory (SET), the purpose of this study is to examine the relationship between customer perceived ethicality (CPE), electronic word of mouth (eWOM), customer trust (CT) and customer loyalty (CL). Furthermore, this study aimed to understand the dual role of CPE and eWOM in obtaining CT and achieving CL.

Using a quantitative, cross-sectional research design, data were collected from face-to-face surveys, yielding 358 responses. The partial least square algorithm was used to test the proposed hypothesis.

The analysis revealed that CPE and eWOM positively affect CT and CL, and CT has a mediating effect on the association between CPE–CL and eWOM–CL. CT was also found to positively affect CL.

Hotel managers can prioritize ethical practices and leverage the power of eWOM to build trust and achieve loyalty. This integrated approach not only enhances customer satisfaction and retention but also creates a competitive advantage.

The novelty of this study lies in the investigation of the dual role played by CPE and eWOM as antecedents of CT and CL within the hotel industry. Finally, this study explains the drivers of CT and CL, thereby making a novel contribution to the literature.

This research addresses the critical challenge of fostering customer loyalty within the highly competitive landscape of the insurance industry. The study investigates the interplay between customer satisfaction, loyalty, and the influence of technology and service quality in the context of insurance services and in periods of crisis.

A quantitative research approach was employed, utilizing a structured questionnaire distributed among diverse insurance customers in Lebanon during crisis conditions. The data were analyzed using SPSS-Amos, incorporating descriptive statistics, correlation analysis, and structural equation modeling (SEM).

This research emphasizes the crucial role of customer satisfaction in fostering loyalty in the insurance sector, especially during crises. High satisfaction levels, influenced by user-friendly online platforms, positively correlate with increased customer loyalty. Technology plays a vital role in maintaining and improving satisfaction, making it a key driver during challenging times. Positive interactions between service quality and satisfaction further highlight the multifaceted impact of technology on shaping customer loyalty.

The research findings provide valuable insights with practical implications for insurers aiming to boost customer loyalty. The study recommends strategic investments in critical areas like claims processing, customer service, communication strategies, digitalization initiatives, and employee training. The study provides insights applicable particularly to insurance companies navigating crisis conditions.

This research contributes both to academic understanding and practical applications by shedding light on the distinctive challenges and opportunities faced by insurers in cultivating customer loyalty within the insurance industry during crisis. The elucidations provided serve as a foundation for developing targeted strategies to address these challenges and to leverage opportunities for enhanced customer loyalty.

This study aims to conduct a comprehensive bibliometric analysis, assessing studies related to service quality and customer satisfaction in Islamic banking.

Using a bibliometric approach, this research draws from literature samples retrieved in April 2023 from the SCOPUS database. The sample encompasses 138 articles published between 1999 and 2023, adhering to specific selection criteria. Analytical tools such as R program, VOSviewer and Microsoft Excel were used to categorise the data into three primary domains: productivity, citation patterns and network analysis. These categories further include the identification of research flows and prospective areas for further investigation.

The results indicate a substantial surge in publications between 2011 and 2022 involving 372 authors. This study identifies the primary contributors in terms of countries, affiliations, publications, sources and researchers. Seven distinct clusters emerged from the 138 papers, encompassing customer attitude, comparison studies, digital banking, customer loyalty, customer trust, consumer determinants and service quality. Additionally, the study outlines a future research agenda, posing specific research questions.

Recognising the limitations inherent in focusing solely on Scopus-indexed publications, future studies may benefit from incorporating various databases, such as the Web of Science, for a more expansive exploration of study units. A systematic review of articles on a specific topic could also enhance the comprehensiveness of the study.

This investigation empowers Islamic bank managers to devise targeted marketing plans, differentiating themselves from competitors. By implementing relevant improvements in operational and service processes, managers can enhance the customer experience, fostering a lasting competitive advantage. For academics, this study lays a robust foundation for further research, encouraging the development of a comprehensive conceptual model and empirical testing. The identification of current research gaps enables researchers to focus on areas that remain underexplored.

This study not only illuminates critical gaps in existing research but also proposes a research agenda to guide future researchers in remaining pertinent, particularly within the context of Islamic banking marketing.

This study aims to look into how customer satisfaction (CS) plays a mediating role in the relationship between corporate social responsibility (CSR) and customer loyalty (CL) among Ethiopian commercial bank clients.

This study used a survey research design to collect information from 790 Ethiopian commercial bank customers. Purposive sampling techniques were used in the study to choose respondents, and the AMOS structural equation model in conjunction with SPSS was used to evaluate the hypotheses.

The findings show that CSR has a significant effect on both CS and CL. Likewise, CS plays a positive role in fostering CL. Moreover, CS acts as a mediator in the connection between CSR and CL. This suggests that CSR and CS are key factors in determining CL among commercial bank customers in Ethiopia.

This study examined the overall impact of CSR on loyalty. Future research can explore the impact of specific CSR initiatives, such as environmental sustainability, charitable giving, community involvement and ethics. Another implication could involve studying moderating factors like customer demographics and industry context. This study is a cross-sectional study; therefore, future studies should focus on longitudinal studies that could reveal the long-term effects of CSR on CL. Additionally, examining the effects of CSR on stakeholders beyond customers, like employees and suppliers, could provide a broader understanding of its impact on business performance and social outcomes.

By investing in CSR activities that resonate with customer values, banks can improve CS and ultimately CL. This highlights importance of aligning CSR strategies with customer preferences and expectations to create strong emotional connection with customers. Moreover, leveraging CSR efforts as unique selling point can differentiate banks from competitors and attract socially conscious consumers. By concentrating on delivering high-quality services and personalised experiences while communicating transparently about their CSR initiatives, banks build trust and loyalty among customers. Continuous monitoring and evaluation of CSR programmes are essential to ensure their effectiveness and alignment with customer needs, leading to CS and CL.

By demonstrating that CSR activities positively impact CS and CL, commercial banks can contribute to the overall well-being of society. Engaging in socially responsible practices not only enhances the reputation of banks but also fosters a sense of trust and goodwill among customers. This leads to a more positive perception of banks as ethical and socially conscious institutions, ultimately benefiting the community at large. Furthermore, by emphasising the mediating role of CS in the relationship between CSR and CL, banks can better understand how to cultivate long-term relationships with their customers based on mutual trust and value.

Prior research has mainly focused on instantaneous customer responses like buying intentions and brand perception. By contrast, this study delves into the enduring impact of CSR on customer actions, specifically CL. Furthermore, it breaks new ground by exploring CSR as a higher-order construct to elucidate how CS serves as a mediator between CSR initiatives and CL.

Digitalization and supply chain collaboration are central to the successful servitization of manufacturing firms. However, how digitalization interacts with supply chain structure to affect servitization decisions in manufacturing firms has been understudied. In this study, we bridge resource dependence theory (RDT) and information processing theory (IPT) to examine how supply chain concentration interacts with digitalization to affect servitization decisions in manufacturing firms.

We tested the hypotheses using a panel dataset of 1,261 publicly listed machinery manufacturing firms in China. We addressed the endogeneity concerns using the control function approach and conducted multiple tests to ensure the robustness of the results.

We find that both supplier and customer concentration are negatively related to servitization, indicating that concentrated supplier and customer bases are hindrances to manufacturing servitization. Digitalization weakens the negative impact of customer concentration on servitization, but it strengthens the negative impact of supplier concentration on servitization.

The findings extend our understanding of supply chain structure and digitalization as determinants of servitization. This research also offers a nuanced view of how digitalization mitigates the negative impacts of supply chain concentration.

As internet banking service marketing platforms continue to advance, customers exhibit distinct behaviors. Given the extensive array of options and minimal barriers to switching to competitors, the concept of customer churn behavior has emerged as a subject of considerable debate. This study aims to delineate the scope of feature optimization methods for elucidating customer churn behavior within the context of internet banking service marketing. To achieve this goal, the author aims to predict the attrition and migration of customers who use internet banking services using tree-based classifiers.

The author used various feature optimization methods in tree-based classifiers to predict customer churn behavior using transaction data from customers who use internet banking services. First, the authors conducted feature reduction to eliminate ineffective features and project the data set onto a lower-dimensional space. Next, the author used Recursive Feature Elimination with Cross-Validation (RFECV) to extract the most practical features. Then, the author applied feature importance to assign a score to each input feature. Following this, the author selected C5.0 Decision Tree, Random Forest, XGBoost, AdaBoost, CatBoost and LightGBM as the six tree-based classifier structures.

This study acclaimed that transaction data is a reliable resource for elucidating customer churn behavior within the context of internet banking service marketing. Experimental findings highlight the operational benefits and enhanced customer retention afforded by implementing feature optimization and leveraging a variety of tree-based classifiers. The results indicate the significance of feature reduction, feature selection and feature importance as the three feature optimization methods in comprehending customer churn prediction. This study demonstrated that feature optimization can improve this prediction by increasing the accuracy and precision of tree-based classifiers and decreasing their error rates.

This research aims to enhance the understanding of customer behavior on internet banking service platforms by predicting churn intentions. This study demonstrates how feature optimization methods influence customer churn prediction performance. This approach included feature reduction, feature selection and assessing feature importance to optimize transaction data analysis. Additionally, the author performed feature optimization within tree-based classifiers to improve performance. The novelty of this approach lies in combining feature optimization methods with tree-based classifiers to effectively capture and articulate customer churn experience in internet banking service marketing.