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The purpose of this paper is to investigate the effect of service quality and relationship quality on customer loyalty in different stages of the relationship life cycle in online banking services.

A total of 651 Iranian online banking customers participated in the research by completing questionnaires. The research hypotheses were tested using structural modeling technique.

The results showed that the relationship quality on customer loyalty in online banking services is affected by the relationship life cycle. The results also showed that online service quality, in the form of Utilitarian quality and Hedonic quality, has a positive effect both directly and indirectly on customer loyalty through online relationship quality.

In this paper, the relationship dynamics was achieved through adding the relationship life cycle variable to the model. However, the study was a cross-sectional research and different results might be obtained if data was collected longitudinally.

In an online banking service, the role of relationship quality in the prediction of customer loyalty is reduced as the relationship ages. Therefore, marketers need to consider other marketing actions to continue their relationship with the customer in the long run.

This paper examines customer loyalty to online banking services from dynamic perspective by introducing relationship life cycle as a moderating variable for the first time. Therefore, the main contribution of this paper is to develop the relationship marketing literature in the field of relationship dynamics and to challenge the effectiveness of relationship marketing in the long run.

This paper aims to contribute to extant research which emphasises the need for service suppliers to be able to leverage firm‐customer relationships through an understanding of the correlation between service touch‐points and engagement parameters.

The authors utilised multivariate methods (CATPCA and Pro‐fit) to analyse the data. Data were collected through a questionnaire survey of 238 respondents, sampled through the social networking site, “Facebook”.

It was found from the analysis of data that within the context of customer engagement, four critical parameters (“satisfaction”, “loyalty/advocacy”, “recruitment/retention” and “customer losses”) impact on customer touch‐points.

The study is characterised by two limitations. The first is that the respondents' simultaneous utilisation of multiple touch‐points was not accounted for in the study. Second, the authors acknowledge that the narrow demographic spread of the respondents is a possible limitation of the study.

The study findings are grounded in empirical findings which is a departure from traditional scholarship on customer touch‐points which has been based on case observations and anecdotal evidence.

For entrepreneurs operating in an Internet-of-Things (IoT) environment, it is essential to monitor more systematically, both the interaction with the consumers and the sharing of information among the consumers. The purpose of this paper is to identify the antecedents of word-of-mouth (WOM) in the online SME’s context in terms of consumers “citing the site” to peers in personal communications. A research model integrates the determinants of retail website-specific positive WOM communication, and proposes that WOM about a particular website is influenced by: site-level variables, that is, website quality and interactivity; and consumer-level variables, these being the site user’s satisfaction with and commitment to the website. The research advances the study of IoT entrepreneurship.

Data were collected from graduate and undergraduate students with business and entrepreneurship majors from a reputed school in the Northeast region of the USA, using an online survey. The hypotheses were then tested with SEM using AMOS 18.0.

Findings suggest that in an IoT context, WOM is influenced by a variety of factors of which the e-satisfaction and attitude toward website constructs play important roles. The study highlights the importance of the e-satisfaction construct and its metrics. E-satisfaction is not only a critical outcome metric, but also a primary predictor of customer e-loyalty, measured in terms of the customer’s positive attitude, stickiness and propensity to spread positive WOM.

The paper contributes to the entrepreneurship and IoT literature with a comprehensive framework of information sharing, interactivity and WOM, showing that specific antecedents drive consumers to cite and advocate for a website to fellow customers. The framework helps retail SME entrepreneurs in the IoT context to design appropriate strategies to influence website visitors’ endorsement of the site to fellow customers.

The purpose of this paper is to propose an appropriate conceptual model for examining talent’s intention to quit, job satisfaction, job performance and organisational performance.

The proposed model is developed on the basis of the theoretical and logical arguments of constructs picked out from the prior literature. Its framework is that of Bagozzi (1992), where factors such as job satisfaction, affective organisational commitment and turnover intention are seen as major concerns in the literature on talent management.

The paper makes 16 propositions concerning significant relationships of these constructs with job satisfaction, job performance, organisational performance and turnover intention.

It concludes with an acknowledgement of the limitations, suggestions for future research and theoretical contributions.

Its framework is that of Bagozzi (1992), where factors such as job satisfaction, affective organisational commitment and turnover intention are seen as major concerns in the literature on talent management.

People in both the developing and developed worlds now face issues like work-to-family and family-to-work conflicts. Accordingly, the purpose of this paper is to explore the relationships between work-life balance, work-family conflict, and family-work conflict and perceived employee performance with job satisfaction serving as a moderating variable.

The object of this study is a full-time teaching faculty. Responses from 280 young university teaching faculty serving in public-sector universities in Islamabad, Pakistan, were investigated by applying linear regression analysis to test six hypotheses.

The results show that work-life balance and work-family conflict have a positive effect on employee performance. Job satisfaction has moderating effects on the relationships between work-life balance, work-family conflict, and family-work conflict with perceived employee performance.

The study presents some unique results, which are different from previous studies such as work-family conflict has a positive significant effect on employee performance, family-work conflict has no significant effect on employee performance, and job satisfaction can be a negative moderator between these relations.

Increased attention has been paid to the question of how to build stable and long‐term working relationships between suppliers and dealers. This study proposes a conceptual model including behavioral dimensions of supplier‐dealer relationships and presents hypotheses about how to achieve satisfactory inter‐organizational relationships. Satisfaction is the consequence of working relationships focused upon in our model. The model is an empirical assessment of the relationship between Swedish lumber dealers and their suppliers. T‐test evidence suggests that all proposed critical variables, with the exception of coercive power, are of significant importance for achieving a high rate of perceived relationship satisfaction, regardless of whether the relationship is characterized by a high or a low level of trust and commitment. A good reputation, close relationship and positive relationship benefits are key variables for the achievement of high satisfaction in a “high‐trust and commitment relationship”. Results also indicate that it is possible to achieve a high satisfaction level even when the supplier‐dealer trust and commitment are lacking.

The aim of this paper is to evaluate and analyze hourly line-level employees' characteristics and their perceptions of their employment experience in large US theme parks and attractions, as well as to explore predictors for their retention.

The research instrument adopted a theoretical framework based on previous retention studies of hourly employees in various industries. Following a qualitative phase with theme park employees, the survey was tailored to the uniqueness of the industry. Since major theme park companies are protective of their employee database, a “snowball” sampling technique was adopted using a variety of Social Networking Sites (SNS). A total of 307 usable responses were attained.

The results indicated that of the 27 employment characteristics studied, the most important were perceived to be advancement opportunities, humane approach to employees, and a fun and challenging job. Importance-Performance analysis revealed that the largest gaps were recorded in the areas of pay, advancement opportunities, and a humane approach to employees. The results also confirmed that hourly employees' retention was predicted by employees' level of satisfaction, better experience with pay, and better experience with employee development training classes. However, hourly employee retention was also predicted by the employees' negative experience with flexible working hours and performance reviews.

Data collection through Social Networking Sites (SNS) may not necessarily be as reliable a source for data collection as other methodologies, though some contemporary research justifies its reliability. Utilizing the “snowball” technique and the absence of random sampling may have slanted the responses. Although demographic data on the typical theme park employee is unavailable, the data was skewed towards younger employees who may not necessarily represent other age groups. Due to the US theme park industry's leading presence in Central Florida, the sample primarily represented hourly employees working for the Central Florida theme park industry.

As the labor pool continues to decline, employers must adopt new creative strategies to keep their employees and attract new ones at the same time. This may be attained by developing and revising mission statements, values, and corporate visions that may be applicable to hourly employees: the largest labor segment in the theme park and attraction industry.

While recent hospitality turnover research focused on its antecedents, this study explores the predictors of why employees stay. Previous retention studies have focused on hotels or restaurants and not on the unique group of theme park hourly employees that work in different settings and employment conditions. Knowing why people stay can help reduce turnover and thus lower the cost of staffing.

The purpose of this paper is to analyse the research design, methodologies and approaches utilised in electronic government (e‐government) research studies published in the last decade (2000‐2012).

A profiling approach is employed to analyse 114 (out of 3,934 from 2000 to 2012) e‐government publications (with specific focus on user satisfaction) including examining variables such as country of research, sample size, type(s) of respondents, data collection methods, and statistical tools and techniques employed.

Among the research design, methodologies and approaches adopted in the extant e‐government research studies, the quantitative research based approach supported by statistical analysis was the most dominant approach applied by authors in the last decade. Few studies were found to use qualitative‐based approaches such as case studies and interviews.

The prime value and uniqueness of this research lies in presenting the type of research design, methodologies and approaches used in studies that focus on issues surrounding user satisfaction in e‐government research. This has been achieved by synthesising existing publications in Electronic Government: An International Journal (EG), Electronic Journal of Electronic Government (EJEG), International Journal of Electronic Government Research (EJEGR), Transforming Government: People, Process and Policy (TG:PPP), Government Information Quarterly (GIQ), Public Administration Review (PAR), Public Administration: An International Quarterly (PA), Journal of Public Administration Research and Theory (JPART), and Local Government Studies (LGS).

In this paper electronic commerce (e‐commerce) is examined in the context of the relationship between firms and their customers and the implications for organisational accountability. The technology of e‐commerce determines what can be offered to customers, but only customers determine which of those technologies will be accepted. The author argues that providing the highest customer delivered value by e‐commerce can be viewed as making a real contribution to customers, i.e. shopping through the Internet will be accepted by customers. Customer satisfaction is of critical importance when measuring perceived customer delivered value that is offered by e‐commerce. Three main scales which play a significant role in influencing customer satisfaction are customer need, customer value and customer cost.

As more state and local governments and agencies embrace strategic planning as a means of cost control, accountability, and goal achievement, the process of benchmarking has become increasingly important. This article examines the role survey research can play in the benchmarking process. The authors focus on some of the considerations and controversies involved in this process, including questionnaire design (What types of questions should be included?), population definition (Who should be included and how can these individuals be identified?), sampling procedures (What methods of sampling should be employed to ensure that the data are representative of the population of interest?), data collection methods (Should surveys be conducted via mail, face-to-face, or telephone?), and data analysis (How can the survey data help state and local officials evaluate their service delivery?)