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The purpose of this paper is to study the drivers of service provider switching intention other than satisfaction and, additionally, analyse the moderating role of the type of service (utilitarian vs hedonic). Specifically, the authors study the effects of alternative attractiveness, post-purchase regret, anticipated regret and past switching behaviour.

A representative survey with 800 consumers of mobile phone services (utilitarian) and holiday destinations (hedonic) was carried out.

Satisfaction is not a significant antecedent of switching intention in the hedonic service and its effect is marginal in the utilitarian service. In the utilitarian service, the main predictor of switching intention is post-purchase regret, whereas in the hedonic service, the main determinants of switching intention are past switching behaviour and anticipated regret.

The main contribution of this study is the analysis of the determinants of provider switching behaviour that may explain abandonment by satisfied customers, to see if their influence is greater or smaller than that of satisfaction itself, which has been the most analysed variable. Furthermore, there are expected to be differences between utilitarian and hedonic services, an aspect which is also studied in this work.

Reaching decisions in a deliberative manner is of utmost importance for boards, as their decision-making impacts entire organisations. The current study aims to investigate (1) the quality of group decisions made by board members, (2) their confidence in, satisfaction with, and reflection on the decision-making, and (3) the effect of two discussion procedures on objective decision quality and subjective evaluations of the decision-making.

Board members of various Dutch non-profit organisations (N = 141) participated in a group decision-making task and a brief questionnaire. According to the hidden-profile paradigm, information was asymmetrically distributed among group members and should have been pooled to reach the objectively best decision. Half of the groups received one of two discussion procedures (i.e. advocacy decision or decisional balance sheet), while the other half received none.

Only a fifth of the groups successfully chose the best decision alternative. The initial majority preference strongly influenced the decision, which indicates that discussion was irrelevant to the outcome. Nevertheless, board members were satisfied with their decision-making. Using a discussion procedure enhanced participants' perception that they adequately weighed the pros and cons, but did not improve objective decision quality or other aspects of the subjective evaluation. These findings suggest that board members are unaware of their biased decision-making, which might hinder improvement.

Rather than using student samples, this study was the first to have board members participating in a hidden-profile task.

This article aims to open the black box of the relationship between customer experience and customer satisfaction. The authors also take a fine-grained approach to the concept of customer experience analysis in terms of four dimensions: basic service experience (BSE), moments of truth (MT), focus on results (FR) and peace of mind (PM).

A total sample of 185 industrial customers in Spain was collected via an online platform from March to April 2020. The data were analysed using partial least squares-structural equation modelling (PLS-SEM).

The results indicated that the four dimensions of customer experience are the foundation of commercial success (i.e. customer satisfaction) for express parcel companies in the business-to-business (B2B) environment. Therefore, the most innovative express parcel companies should not only pay attention to providing services in accordance with the customer agreement but also go beyond that; hence, these companies must understand customer needs to be able to offer a unique experience. Therefore, these companies must design experiences that go beyond pure technical delivery services.

Although previous work has linked customer experience to customer satisfaction, there is little work that does so specifically in an industry as in vogue as express parcels and less so in the B2B environment. In addition, this work analyses fine-grained customer experience in terms of grain's four dimensions, and therefore, the authors analyse how each dimension (e.g. more rational or more subjective dimensions) impacts customer satisfaction. Few studies have focussed on this type of analysis for express parcel companies in the B2B environment.

Corporate social responsibility (CSR) activities of companies have been reported to generate favorable consumer attitudes towards the business, which in turn, encourages positive consumer behavior. But the application of this conclusion in the mobile commerce domain remains limited. Drawing on social exchange theory, the authors examined the mediating role of trusting beliefs and satisfaction in the relationship between CSR and purchase intention in mobile commerce.

Using nonprobability convenience sampling, the authors administered a cross-sectional survey with 314 students from Keimyung University in Korea. Initially, SPSS-Amos was utilized to run confirmatory factor analysis. The proposed hypotheses were tested using structural equation modeling.

This study showed that two components of trusting beliefs, namely benevolence and competence, had a positive effect on the association between CSR and the purchase intention on mobile shopping applications. This relationship was partially mediated by trusting beliefs. Further findings demonstrated that the impact of CSR on purchase intention was also partially mediated by satisfaction.

The authors' contribution includes extending the social exchange theory to the mobile commerce setting by establishing mechanisms that explain the ways CSR influences purchase intention in the mobile commerce framework. The authors integrated trusting beliefs and satisfaction in the CRS chain link with purchase intention. Additionally, the authors examined the individual effects of three trusting beliefs components. Based on the results, the authors proposed suggestions for the mobile shopping application business on the methods they can implement to boost the outcomes of their CSR activities.

:過去的研究結果、均顯示公司的企業社會責任行為會產生對公司良好的消費者態度,而這消費者態度,則進而促進積極的消費行為; 唯這結論的應用、在移動商務的領域內仍是有限的。我們利用社會交換理論、探討了信任的信念和滿意在移動商務裡的企業社會責任與購買意圖之間的關係上的中介角色。

:透過使用非機率便利抽樣的研究法,我們對來自南韓啟明大學314名學生進行了一個橫向調查研究。最初,我們使用結構方程模型 (SPSS-AMOS) 來進行驗證性因素分析。又用結構方程模型 (SEM) 來為提出的假設進行測試。

:研究結果顯示,信任的信念的兩個組成部分,即仁愛和能力,均於移動購物應用上對企業社會責任與購買意圖之間的關聯有積極正面的影響。這關聯部分上為信任的信念所調節。研究結果更表明了企業社會責任對購買意圖的影響、亦是部分上為滿意所調節的。

:本研究的貢獻、包括藉著建立一個可解釋企業社會責任、如何在移動商務的框架裡影響購買意圖的機制,去把社會交換理論擴展至移動商務的環境。我們在企業社會責任與購買意圖一連串的關聯裡、融入了信任的信念和滿意。而且,我們探討了三個信任的信念的組成部分各自所帶來的影響。我們根據研究的結果,為移動購物應用之商業機構,建議有效的方法,去增強其企業社會責任行為的效果。

This article aims to study the determinants of e-learning acceptability by university students based on their experiences with distance learning during the coronavirus disease 2019 (COVID-19) pandemic.

A questionnaire was used to collect data from 448 students enrolled in a Moroccan business school's fourth and fifth years. The technology acceptance model (TAM) was the primary framework used for this analysis, into which variables from the expectation confirmation model were injected, namely facilitating conditions, social influence, expectation confirmation and satisfaction. The proposed conceptual model was tested and evaluated using the partial least squares structural equation modeling (PLS-SEM) technique. Then the authors have offered an in-depth analysis by employing the importance-performance map analysis (IPMA) approach.

The investigation suggested that the proposed measurement scale effectively assesses the factors impacting students' decision to continue using e-learning in the future. This study’s results show that e-learning acceptance depends significantly on the students' satisfaction, perceived ease of use (PEU) and perceived usefulness (PU). In contrast, the facilitating conditions are not a valid measurement scale to determine students' attitudes toward e-learning.

This is one of the first studies in the Moroccan context to evaluate e-learning acceptability by management students after COVID-19 using a unique research model.

The purpose of this paper is to explore the emergence and integration of red tape and how its negative effects on public sector organizations' performance have weakened the economies of developing countries such as Pakistan.

A structured questionnaire survey was completed by 121 respondents working in 35 government departments in Punjab, a province of Pakistan.

The findings revealed a link between red-tapism and employees' motivation and work. When there is excessiveness of rules and regulations, employees are prevented from completing assigned tasks, ultimately resulting in decreased work commitment. This indicates that the integration of red tape into public organizations not only affects employees' behavior and attitudes but also impacts the overall performance of public sector organizations.

This paper provides recommendations for the Pakistani government. For example, conducting training and motivational workshops for public sector employees can help them stay engaged with their work. Government departments should also review the steps and procedures involved so as to eliminate unnecessary steps and reduce red-tapism.

Satisfying the gastronomy experience of tourists becomes the most important strategic aim in the hospitality and tourism industries. This study attempts to prove that there is a distinct and specific market segment related to gastronomy from the overall number of tourist arrival of Jeonju City. Furthermore, this study investigates the different factors that affect the overall experience of tourists. The focus of the study is Jeonju City, a popular gastronomy destination in South Korea.

Survey questionnaires were distributed to 680 tourists in Jeonju City during two survey periods. Descriptive statistics and regressions were utilized to treat the data. The predictors that affect the overall experience of tourists were identified through the different literature. The hypotheses were formulated and tested to examine the relationship between the assessments of the distinct gastronomy-tourist market and tourists' overall experience.

The results indicate that there are 17.20% of the respondents indicated that their main reason for traveling was for the food. Descriptive statistics revealed that local food satisfaction, destination image perceived quality, perceived value, tourist expectations, and costs and risks have a positive and significant influence on tourist overall experience.

The findings of this study could provide guidelines for both the hospitality and tourism industries of the country, and tourist destination operators to further positioned approaches to satisfy gastronomy tourists in the “new normal”.

The purpose of this paper is to investigate the role of the retailer’s brand strength as a potential predictor of loyalty. It also examines the role of customer satisfaction (CS) to the retailer’s loyalty as well as its impact on the retailer’s brand strength.

The study was conducted in the grocery context and in a market under recession using the European Customer Satisfaction Index (ECSI) model. Data were collected through a telephone survey from 2,000 participants responsible for the household grocery shopping with a quota of 250 respondents from each of the leading grocery retailers in Greece. A formative measurement model was developed and the collected data were analyzed using partial least square path modeling.

The findings revealed that the strength of the retailer’s brand and CS influence retail loyalty and that brand strength mediate the strength of CS to loyalty. Results also suggested that the expectations and the perceptions toward the retailer’s product offering are the most important drivers of CS and loyalty. Thus, the study has proved the importance of the functional store attributes to CS and loyalty in the grocery store setting.

Research examining the suitability of the ECSI model in the grocery setting and in a market under economic crisis is scarce. This paper addresses these shortcomings by examining a customer loyalty model which incorporates the brand strength construct and investigates the role of brand strength as a potential predictor of loyalty as well as the role of CS in the brand strength and loyalty.