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Several studies have examined the relationship between service quality and willingness to pay in many industries. However, this relationship has not been explored through the lens of customer perceived value and their willingness to pay for improving and sustaining water service. This study aims to examine the impact of technical and functional service quality dimensions on customer perceived value and assess the influence of customer perceived value and socio-economic factors on customers' willingness to pay for improving and sustaining the water service.

Technical service quality includes core water service such as water delivery and maintenance, while functional service quality refers to the appearance of facilities, employees’ dress, and communication. SERVQUAL questionnaire responses were collected from 333 Palestinian household customers. Cronbach’s alpha was conducted to measure internal consistency and convergent validity. Path analysis was utilized to evaluate a causal diagram by examining the relationships among the constructs.

The results showed that technical and functional service quality and relative price explain 52% of the customer perceived value variation. Additionally, the results revealed that customer perceived value, technical service quality, and relative price significantly impact the customer’s willingness to pay for improving and sustaining service. In contrast, the functional service quality and socio-economic factors have insignificant effects. These predictors explain 60% of the customer’s willingness to pay for improving and sustaining service.

The study suggests that water providers should prioritize improving and sustaining technical service quality to increase customer willingness to pay. Furthermore, they should be aware that other factors, such as employee appearance and politeness, are less influential in driving customers’ willingness to pay.

The study presents a water service improvement model that utilizes data from a developing country to assess the influence of perceived customer value, along with its dimensions, on the willingness to pay for improving and sustaining water service quality.

This literature review examines women’s significant workplace challenges and explores mental toughness, a distinct non-cognitive ability associated with peak athletic performance. This study aims to understand this concept and its potential for women professionals facing similar challenges in an organisational context.

Based on a systematic literature review, this exploratory paper is an integrative literature review synthesising pre-existing knowledge using secondary scientific databases. This literature analysis will pave the way for comprehension of the existing body of research, identification of research gaps, and opportunities for further studies. Different typologies of mental toughness (MT) have been identified, and a new typology will emerge from this research study.

The study analyses over 100 articles based on MT typology and complex gender dynamics at work, especially the “broken rung” concept of trapping women in lower or mid-level roles in an organisation. This content analyses the recent emergence of the MT typology in academic research, with articles published after 2019 and a few earlier key works that shaped the concept of MT. In addition to contributing a comprehensive typology of MT and its impact on women professionals, this paper also provides recommendations for future research and individual-level development of MT to help women overcome workplace barriers globally.

Understanding MT’s impact on women’s ability to overcome workplace barriers has HR implications, including hiring, retention, career advancement, training and closing gender gaps. This research may help individual women professionals adopt MT as a psychological resource to navigate work environment challenges. Further research is needed for practical insights, given this discussion is based on a literature review.

The practical implications of this study have a profound impact on human resource management practices within organisations, highlighting the multifaceted approach required to tackle gender disparity. A more inclusive and supportive work environment can be created by ensuring MT training is accessible to all employees. A comprehensive career development plan for women professionals, including but not limited to mentoring, executive sponsorship, skill-building training or stretched assignments, leadership coaching, networking opportunities, and increased visibility in the organisation are critical for career advancement and retention.

This study is a novel attempt to examine whether MT, which has proven effective in helping athletes achieve their goals, can be applied in a workplace environment. It is also a new endeavour to investigate whether women could use MT as a psychological tool to help them overcome obstacles in a diverse professional setting.