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The purpose of this study is to examine the effect of innovation in e-service delivery on trust and loyalty of Indian customers in the banking sector.

The stated relationships were drawn on the grounded theories by developing a conceptual model. Purposive sampling technique was used to collect the data from 400 bank customers who were availing the e-innovation services.

The findings of the study reveal that e-service innovation has a direct impact on e-service delivery and trust. The existence of a positive relationship between e-service delivery, trust and loyalty in the banking sector of India has also been found.

The findings of the study would help the practitioners and experts in the related fields to understand and adopt the innovative management practices in financial services in developing country like India.

Continuous e-innovation can create a distinct competitive advantage and avert the risk of vanishing from the market. The study contributes in terms of e-service innovation and e-service delivery in the banking sector in India. The impact of e-service innovation on banking outcomes begins with e-service and trust, these factors positively influences e-service innovation. Furthermore, e-service innovation exerts a positive effect on e-service delivery, trust and loyalty, thereby improving organizational value.

The purpose of this study is to ascertain service quality (halal values, assurance, meal quality, reliability, security, system and traceability) and perceived risks (financial, quality, environment, social, time, psychology and health) and its influence on satisfaction, as well as trust concerning online halal food delivery system (OHFDS).

This study uses quantitative methodology, through an online survey, by using purposive sampling across a sample size of 423 respondents. The analysis of data was conducted using SmartPLS.

The results of the findings indicate that assurance and halal values have an influence on satisfaction, as well as trust; nonetheless, only reliability has an impact on satisfaction. On the other hand, perceived health and financial risks have negative influence on trust and satisfaction toward OHFDS. In addition, perceived psychological and financial risks are found to have negative impacts on trust of OHFDS.

The theoretical value of this study is the testing of perceived service quality and risks concerning OHFDS in the same model, thereby contributing to a deeper understanding of its impact on trust and satisfaction toward the online food service delivery industry. The results of this study may appear as a starting point for researchers who wish to conduct further studies on the same topic.

This study suggests that the service providers need to boost their efforts in establishing high quality service and, simultaneously, reduce perceived risks, to develop satisfaction and trust toward OHFDS.

The long-term consequence of the business's achievement is that it makes it simpler for customers to have confidence in, be satisfied with and recommend the service providers to others.

A number of research investigations have been conducted among Muslims, specifically in the Asian region, which have yielded crucial data regarding consumer behavior toward halal products, such as food and tourism. This study, nonetheless, remains close with other studies on halal food, except that it adds together the knowledge of perceived quality and risks, as to gain a deeper understanding of the experience customers have on food, through online service delivery.

The purpose of this paper is to provide trilogy in the emerging market for the establishment of business, economy and environment which is the new word for the development of any nation to attain sustainable development. This research explores the prospective crowdshipper's willingness to participate in crowdshipping services through a motivational factor.

To understand the trend and future of this concept, Google Trends Analysis (GTA) has been used. The theoretical model has been validated empirically using a survey of 287 Indian (Generation Y and Z) urban participants, but focused is on Generation “Z” participants and subsequent analysis have been carried out using structural equation modelling.

A theoretical framework has been developed connecting the various factions of the crowdsourcing process thus providing an overall view of the process strategy for logistics start-ups. This conceptual framework of sharing economy in emerging market can benefit the prospective suppliers and their target receivers. Particularly trust in crowdshipper plays a significant mediating role between subject factors and next generation user willingness to participate in crowdshipping services for sustainable last-mile delivery.

The present theoretical foundations and frameworks have been studied to get an idea of the main aspects of the field. It has the potential to provide the impetus for collaboration with the various stakeholders thus achieving the sustainable development process. The practical inference of this study is the usability in terms of the plugin application for e-retailer in emerging markets.

This study has aimed to investigate the impact of service innovation capabilities (SIC), supply chain digitalization capabilities (SDC) and customer risk protection (CRP) capabilities of GrabFood on customer satisfaction. GrabFood has been chosen as a case study because GrabPay is one of the Malaysian government's digital wallet partners, and GrabFood is one of the region's leading Online Food Delivery Service (OFDS) providers.

A total of 410 valid responses have been gathered from the GrabFood users for data analysis using the partial least square technique.

The findings reveal that SIC, SDC and CRP of GrabFood have a highly significant influence on customer satisfaction. CRP has been found to partially mediate the relationship between SIC and customer satisfaction and the relationship between SDC and customer satisfaction.

OFDS providers need to consider how to minimize the potential risk to be encountered by customers in delivering services that satisfy the customers. OFDS providers must identify the gap between their capabilities and customer perception and continuously improve their service quality to mitigate the gap.

Digital servitization research has focused on how manufacturing firms use digital technologies to change business models and offer smart services; less attention has been devoted to the degree to which external actors in the existing ecosystem accept these smart services. Therefore, the authors pose the following research question: How does a manufacturing firm introduce and gain acceptance of new smart services within an established ecosystem?

Building on servitization, ecosystem and legitimacy theories, this paper addresses the research question through an in-depth case study of a world-leading original equipment manufacturer that is currently developing and introducing new smart services in its existing ecosystem.

The findings suggest that external actors emphasize different types of legitimacy in deciding whether to accept a new smart service. The findings also show that the type of legitimacy required to gain acceptance changes throughout the development of the smart service, from the definition of the value proposition to the design and delivery of the service.

This study can assist smart service providers in identifying which type of legitimacy is important for each ecosystem actor and strengthening these types of legitimacy to gain acceptance from the ecosystem.

This study develops a framework to help describe the thresholds for acceptance of a smart service through the development phases, as well as to indicate the types of legitimacy that smart service providers must relate to when seeking to gain acceptance for their new offering.

Through the “Going Digital Initiative,” the Ghanaian government has introduced policies that aim at improving the information and communication technology (ICT) infrastructure of the country. These ICT policies have benefited numerous sectors of the Ghanaian economy. In logistics management, ICT has impacted drone medical delivery in the healthcare and maritime sectors. However, the importance of ICT is not realized in the motorcycle goods transport (MGT) industry, regardless of its popularity and high economic dependency. Second, all research on motorcycles is focused on diverse social concerns, and no study has attempted to analyze ICT implementation for MGT operations. This is a significant gap in logistics management. Hence, the study aimed to investigate the impact of ICT on Ghana's MGT industry empirically.

The study adopts a two-phase data collection approach to collect the data. The authors use partial least square structural equation modeling to analyze the study's measurement and structural assessment model.

ICT positively impacts MGT and the drivers considered. The drivers positively influence MGT. The study further analyzes novel results on the relationships between the drivers and their mediating roles in enhancing MGT performance.

The study's originality is the extension of ICT adoption and usage in MGT. The lack of literature on the importance of ICT for MGT services makes this study the primary source of literature, and the relationships investigated are unique as the research area is unexplored.

While third-party food delivery continues to increase in popularity, surveys suggest nearly a quarter of deliveries suffer from service failures. With the limited research on third-party food delivery, we explore the important questions of (1) where customers place blame in the case of service failures with third-party food delivery (i.e. the platform or the restaurant) and (2) does this depend on the type of service failure? Drawing on blame attribution theory, signaling theory, and an exploratory study, we demonstrate that customers typically perceive such mishaps to be the responsibility of the restaurant rather than the delivery platform itself. We also examine the effect of visible service failure preventative actions taken by the restaurant on blame attribution and re-order intention.

We conducted two online scenario-based studies to explore customer blame attribution in the case of third-party food delivery service failure. First, an exploratory study approach (N_{Study1 = 512}) was taken to provide additional support for the hypothesis development. An experiment (N_{Study2 = 252}) was then conducted to examine the hypothesized effects.

First, the results of an exploratory study demonstrate that customers attribute service failures such as wrong items, missing items, cold food, or leaking containers to restaurants over third-party food delivery platforms. Second, the results of an experimental study suggest inclusion of an observable cue indicating preventative action, such as time-stamp information indicating when an order was received and packaged for delivery, increases customer re-order intention through the underlying mechanism of blame attribution.

We contribute to the underexplored area of third-party food delivery service failure and to our understanding of blame attribution in service failure scenarios. Further, we demonstrate a practical method to shift the blame away from restaurants for service failures that are outside of the establishment’s control.

The purpose of the study is to determine the local antecedents of subsidiary participation in global services and, subsequently, the impact on local performance.

The study is based on a survey with the local subsidiaries of 14 manufacturers engaged in global services as part of their servitisation strategy.

Findings show support for considering the local ability for global services as an antecedent for local subsidiary participation in global services and the local service performance as an outcome. In addition, the results reject our hypotheses related to the specific roles of local opportunity and motivation for global services.

This study provides novel insights on the global service operations of manufacturers by highlighting the perspective of subsidiaries engaged in the local service delivery and development of global services. This perspective sets the conditions of the global-local collaboration in the context of global service strategy with local service delivery.

The purpose of this study is to investigate the application of citizen satisfaction (CS) as a tool for measuring performance by arm's length bodies (ALBs) in local governments across eleven countries, addressing central questions about its functionality and influencing factors.

We employ a hybrid inductive-deductive explorative study design, characterized by an iterative interpretative approach guided by sensitizing concepts. Expert interviews are analyzed through template analysis and cover eleven countries where ALBs are present due to decentralization and outsourcing.

Our study uncovers limited real-world applications of CS in evaluating public service delivery by ALBs. Expert interviews reveal insights into factors potentially influencing CS use, such as the level of autonomy of local governments, state traditions and austerity measures. A research agenda is formulated for further investigation.

Contributing to the CS debate, our study focuses on its application in evaluating public service delivery by ALBs. The explorative design, expert opinions and theoretical foundations enhance understanding, offering insights into factors potentially shaping CS use in this context. The study proposes a research agenda, propelling further investigations into this underexplored, yet emerging, area.

The purpose of this study is to assess the performance of United Arab Emirates (UAE) Government e-services by using the fuzzy technique for order preference by similarity to ideal solution (TOPSIS) methodology, integrating insights from the balanced scorecard (BSC) framework across financial, customer, internal business and learning and growth perspectives.

Using the fuzzy TOPSIS method, this paper evaluate three e-services in the UAE against 12 criteria representing the balanced scorecard perspectives. Expert evaluation and sensitivity analysis are used to identify the most sustainable e-service alternative.

The study findings emphasize the importance of prioritizing customer-centric metrics, improving service reliability and efficiency, and investing in employee training to enhance e-government service performance in the UAE. Sensitivity analysis reinforces the robustness of our results and identifies key criteria influencing decision-making.

The data was collected only from experts in selected UAE Government departments. This may affect the generalization of the findings. Also, only three e-services were evaluated. Future studies could include various e-services not covered in this study and use different multi-criteria decision-making methods.

Prioritizing customer satisfaction: Priority should be given to customer satisfaction as it is a critical factor in evaluating e-services because of its importance. It also highlights the importance of considering user feedback and ensuring that e-services have a high level of friendliness and responsiveness to their needs. It follows that minimizing errors and ensuring quick and efficient transactions are crucial. Emphasizing reliability and transaction efficiency: Reliable services and transaction efficiency are also essential criteria for evaluating e-government services. This suggests that e-government services should be designed to minimize errors and ensure that transactions are completed quickly and efficiently. Managing IT costs: To deliver e-government services affordably, effective IT cost management is crucial. This emphasizes how crucial it is to effectively manage IT costs to guarantee the efficient delivery of e-government services.

From a customer perspective, adopting BSC can create a favorable customer attitude, encourage long-term customer support, and increase customer satisfaction and loyalty. These factors have significant social implications for UAE and expatriate individuals who are using such e-government services.

This study contributes to the literature by showcasing the applicability of the fuzzy TOPSIS methodology in evaluating UAE e-government service performance. By examining multiple perspectives of the BSC, this paper provide valuable insights into enhancing the efficiency and effectiveness of e-services in the UAE Government sector.