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1 – 10 of 23
Article
Publication date: 3 January 2023

Jeeva Venkatakrishnan, Ravikumar Alagiriswamy and Satyanarayana Parayitam

This research aims to investigate the effects of e-service quality on customer satisfaction and customer loyalty. The moderating effects of web design and trust in the…

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Abstract

Purpose

This research aims to investigate the effects of e-service quality on customer satisfaction and customer loyalty. The moderating effects of web design and trust in the relationship between e-service quality and customer satisfaction are also explored.

Design/methodology/approach

A conceptual model involving various dimensions of e-service quality, customer satisfaction, loyalty, price perception and web design is developed, and hypothesized relationships are tested using Hayes’s PROCESS macros. A survey instrument and data from 650 respondents who are regular e-buyers from the southern part of India are used.

Findings

The results indicate that e-service quality positively relates to customer satisfaction and loyalty. The findings also suggest that price perception and trust are vital in enhancing customer satisfaction. Further, the indirect effect of e-service quality on customer loyalty through customer satisfaction is supported. Finally, web design (first moderator) and trust (second moderator) significantly influence the relationship between e-service quality and customer satisfaction.

Research limitations/implications

This research underscores the importance of e-service quality, web design, and trust in influencing customer satisfaction. Based on the findings from this study, e-retailers are suggested to discover the methods of building and improving customer trust and create a web design that is appealing to the customer to enhance satisfaction and loyalty. Some of the limitations of this study include common method bias and social desirability bias. However, the authors have taken adequate care to minimize these biases.

Originality/value

This paper used the e-service quality model and investigated the consequences of e-service quality during the post-pandemic new normal period in a developing country (India). The double moderation of web design and trust is a novel idea that previous researchers have not explored to the best of the authors' knowledge and makes a significant contribution to service marketing. In addition to providing resounding evidence of direct relationships, the three-way interaction investigated in this study makes this study unique and pivotal.

Details

The TQM Journal, vol. 35 no. 8
Type: Research Article
ISSN: 1754-2731

Keywords

Article
Publication date: 14 March 2024

Umer Zaman, Laura Florez-Perez, Saba Abbasi and Muhammad Shahid Nawaz

Organizations are full of contradictions and leadership dilemmas. Managers often face challenges such as selecting between two contradicting options such that which one is more…

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Abstract

Purpose

Organizations are full of contradictions and leadership dilemmas. Managers often face challenges such as selecting between two contradicting options such that which one is more important can hardly be judged. To manage contradicting dynamics, today’s managers can adopt the paradoxical leadership approach. We build a theoretical model to investigate the influence of paradoxical leadership on multi-dimensional project agility (proactivity, adaptability, and resilience), and multi-dimensional project success (management, investment, and ownership success).

Design/methodology/approach

Drawing on survey-based data from the China–Pakistan Economic Corridor (CPEC) megaproject (N = 209), we performed covariance-based structural equation modeling to test the conceptual model.

Findings

The findings show that (1) paradoxical leadership has a significant positive impact on megaproject success, (2) paradoxical leadership has a significant positive influence on project agility, (3) project agility has a significant positive effect on megaproject success, and (4) project agility has a significant effect that mediates the link between paradoxical leadership and megaproject success. This research provides a theoretical and practical comprehension of paradoxical leadership with a new perspective on megaprojects.

Originality/value

This study provides an extension of the existing studies on paradoxical leadership and identifies the role of contradicting dynamics and their impact on multiple facets of megaproject success. It not only clarifies the relationship between paradoxical leadership and megaproject success, but also identifies the mediating role of project agility that can play an effective role in mobilizing success in megaprojects.

Details

Engineering, Construction and Architectural Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0969-9988

Keywords

Article
Publication date: 12 January 2024

James A. Meurs, Graham H. Lowman, David M. Gligor and Michael J. Maloni

Supply chain has long faced a persistent workforce shortage. To help both organizations and the field create environments that are more conducive to employee retention, the…

Abstract

Purpose

Supply chain has long faced a persistent workforce shortage. To help both organizations and the field create environments that are more conducive to employee retention, the authors investigate the outcomes of supply chain employee trust in their supervisor.

Design/methodology/approach

Applying person-environment fit theory, the authors evaluate the well-established antecedents to trust in supervisor ability, benevolence and integrity (ABI) relative to person-job (P-J) fit and person-vocation (P-V) fit of US supply chain employees.

Findings

Confirmatory factor analysis indicates that ABI is best modeled as dimensions of a second-order formative trust construct rather than as its antecedents. However, PLS-SEM provides somewhat unconvincing support for the impacts of ABI-trust. Instead, qualitative comparative analysis (QCA) delineates that all three ABI dimensions are not always needed for P-J and P-V fit in supply chain. Some employees respond to affective-based (i.e. benevolence) trust and others to cognitive-based (i.e. ability and integrity) trust.

Practical implications

The QCA results offer specific recommendations for supply chain organizations to enhance employee trust in supervisors to succeed in the struggle for labor.

Originality/value

The results counter extant trust theory, encouraging scholars to consider ABI as distinct dimensions of trust. The study also demonstrates the importance of considering QCA in supply chain research to meaningfully expand contributions to theory and practice.

Details

International Journal of Physical Distribution & Logistics Management, vol. 54 no. 1
Type: Research Article
ISSN: 0960-0035

Keywords

Content available
Book part
Publication date: 4 March 2024

Oswald A. J. Mascarenhas, Munish Thakur and Payal Kumar

Abstract

Details

A Primer on Critical Thinking and Business Ethics
Type: Book
ISBN: 978-1-83753-312-1

Article
Publication date: 19 July 2022

Muhammad Asim, Zhiying Liu, Usman Ghani, Muhammad Athar Nadeem, Umme Farva Hashmi and Yi Xu

This study, based on social exchange theory, aims to explore the association between appreciative leadership and employees' helping behaviors by investigating the mediation role…

Abstract

Purpose

This study, based on social exchange theory, aims to explore the association between appreciative leadership and employees' helping behaviors by investigating the mediation role of emotional reactions (pride, anxiety), and choosing organizational trust as a boundary condition between appreciative leadership and helping behaviors.

Design/methodology/approach

A total sample of 285 reliable questionnaires were collected in three time lags from employees working in the Pakistani education and banking sectors. PROCESS macro using SPSS and AMOS are employed for data analyses of the proposed model.

Findings

The findings reveal that appreciative leadership has positive impacts on employees' helping behaviors and emotional reactions (pride, anxiety) mediate the relationship of appreciative leadership and employees' helping behaviors. In addition, the results show that high organizational trust strengthens the positive relationship between appreciative leadership and employees' helping behaviors.

Practical implications

This research has provided empirical proof between the relationship of appreciative leadership and helping behaviors and the findings are of great significance for managers, employees, and organizations. The study proposes that leaders should have appreciative behavior while treating their subordinates. Moreover, it is revealed that the role of organizational trust should be given more attention and importance because it is a factor moderating the employees' helping behaviors.

Originality/value

The present study, among the first empirical efforts investigating the relationship between appreciative leadership and helping behaviors, organizational trust as a moderator, enriches the existing academic literature of and provides worthy insight into the research on appreciative leadership and helping behaviors.

Details

International Journal of Emerging Markets, vol. 19 no. 3
Type: Research Article
ISSN: 1746-8809

Keywords

Open Access
Article
Publication date: 20 October 2023

Usman Musa, Mastura Jaafar and Faraziera Mohd Raslim

This study attempts to examine the factors that influence user intention to adopt e-procurement in the Nigerian public sector.

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Abstract

Purpose

This study attempts to examine the factors that influence user intention to adopt e-procurement in the Nigerian public sector.

Design/methodology/approach

A well-structured questionnaire was used to collect primary data from 278 procurement and information technology (IT) departments’ officials of key federal government ministries and agencies. The technology acceptance model (TAM) model was adopted and extended with security-related factors, namely perceived trust and perceived security. A partial least squares-structural equation modelling (PLS-SEM) approach was used to test and validate the model.

Findings

The results indicated that perceived usefulness is the best predictor of users’ intention to adopt e-procurement, followed by perceived security and perceived trust. In contrast, however, perceived ease of use was found to have a significant negative effect on the intention to adopt e-procurement.

Originality/value

This study is among the first in the Nigerian public sector context to evaluate users’ perceptions on e-procurement adoption with the use of a distinctive research model (TAM). The study's findings contribute to a better understanding of the factors influencing the adoption of e-procurement in the Nigerian public sector.

Details

Arab Gulf Journal of Scientific Research, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1985-9899

Keywords

Article
Publication date: 18 October 2023

Yovav Eshet

This paper investigate the antecedents of the public sector's senior management in interpersonal trust relationships involving sceptical internal audits in public services…

Abstract

Purpose

This paper investigate the antecedents of the public sector's senior management in interpersonal trust relationships involving sceptical internal audits in public services administrations. This is fundamental for a positive audit, as it affects the auditing relationship and assures a sound public administration.

Design/methodology/approach

The author surveyed 261 senior management from 24 Israel's local authorities (about 30%), representing large, medium and small administrations in Israel's North District.

Findings

The results indicate that senior management's antecedents to trust sceptically minded internal audits are positive for audit knowledge sharing. Findings also reveal that the internal auditor's ability, integrity and benevolence significantly impact senior management's trust. Whereas open communication does not significantly affect the senior management's propensity to trust, its satisfaction with its internal auditor fosters positive trust and support.

Practical implications

Understanding the antecedents of the senior public manager on internal audit benefits the audit outcomes. Albeit audit professional scepticism's interpersonal trust relationship with senior public manager influences the audit. Audits efficiently related to organisational culture and outcomes.

Originality/value

A new practical model of senior management trust antecedents is presented for a more effective auditing system and public administration. The model is original, as no other empirical studies have yet dealt with senior management's trust in internal audits in the public sector.

Details

Journal of Public Budgeting, Accounting & Financial Management, vol. 35 no. 5
Type: Research Article
ISSN: 1096-3367

Keywords

Article
Publication date: 12 March 2024

Ghada ElSayad

Since the outbreak of the COVID-19 pandemic, the demand for online services has risen, with e-payment emerging as a prominent option for customers seeking faster and more…

Abstract

Purpose

Since the outbreak of the COVID-19 pandemic, the demand for online services has risen, with e-payment emerging as a prominent option for customers seeking faster and more convenient transactions to complete their online purchases. Nevertheless, e-payment adoption in Egypt remains a challenge that requires further investigation. Thus, this study aims to investigate the factors influencing online customers’ attitudes and intentions towards adopting e-payment for online transactions, social influence, perceived ease of use, perceived usefulness, perceived trust, structural assurance and perceived privacy/security risk.

Design/methodology/approach

The data were gathered from 302 customers in Egypt and structurally analysed based on partial least squares structural equation modelling (PLS-SEM).

Findings

The findings revealed that social influence, perceived usefulness and perceived trust are significant antecedents of attitude. Furthermore, perceived usefulness, perceived trust, perceived privacy/security risk and attitude directly influence behavioural intention. Structural assurance and perceived trust directly influence perceived privacy/security risk. Moreover, perceived usefulness, perceived trust and attitude were found to have several mediating roles.

Research limitations/implications

This study adds new empirical evidence from a developing country regarding the adoption of e-payment among online customers. In addition, its findings can help the government, practitioners and policymakers understand how to promote customers’ positive attitudes and encourage their intentions towards using e-payment.

Originality/value

The findings of this study can contribute to the digital transformation strategy in Egypt by providing insights into enhancing online shoppers’ attitudes and intentions towards e-payment adoption. This, in turn, can boost Egyptian e-commerce and the country's digital economy as a whole.

Details

Journal of Science and Technology Policy Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2053-4620

Keywords

Article
Publication date: 30 October 2023

Michel Tavares Quinteiro Milcent Assis, Maria Raquel David Pereira Ventura Lucas and Maria Matos Rainho

The purpose of this work is to study the relationships of trust in a local agri-food supply chain in Southern Brazil. In an unsustainable context, where the number of…

Abstract

Purpose

The purpose of this work is to study the relationships of trust in a local agri-food supply chain in Southern Brazil. In an unsustainable context, where the number of mariculturists is decreasing, the authors seek to identify what the factors are and how they contribute to this problem, as well as find solutions aimed at the sustainability of that chain.

Design/methodology/approach

The authors carried out qualitative research with 15 semi-structured interviews that took place in the year 2021. The thematic analysis of the results applied the IRAMUTEQ software and the assessment of the narratives was guided by prior thematic analysis.

Findings

The supply chain under investigation requires better organisation. Communication and interpersonal trust proved important in the relationship between producers and control bodies. The university, as a seed supplier, needs predictability and efficiency to convey inter-organisational trust. Informal relationships are interpersonal and extremely trust-based and inter-organisational trust increases the performance of establishments and promotes the development of innovative structures. Furthermore, in crisis periods interpersonal trust increases.

Practical implications

The results allow policymakers to plan better their actions and build more effective tactics in order to reach sustainable development. This work is also important for stakeholders and managers, as it guides improvements in management, governance and sustainability of agri-food supply chains.

Originality/value

An unprecedented research was done on the studied supply chain, knowing the relationships of trust among them, identifying peculiar partnerships and recognising some constructs and outcomes of trust.

Details

British Food Journal, vol. 125 no. 12
Type: Research Article
ISSN: 0007-070X

Keywords

Article
Publication date: 1 January 2024

Ferhat Caliskan, Yavuz Idug, David M. Gligor, Hasan Uvet, Saban Adana, Hasan Celik and Sedat Cevikparmak

The purpose of this study is to determine the factors that impact the trust of microenterprises in online selling platforms and cargo carriers and examine the consequences of a…

Abstract

Purpose

The purpose of this study is to determine the factors that impact the trust of microenterprises in online selling platforms and cargo carriers and examine the consequences of a lack of trust.

Design/methodology/approach

This study adopts a qualitative exploratory approach and uses grounded theory to generate insights based on interviews with 27 microenterprise owners selling internationally on an online selling platform.

Findings

The results show that a lack of competence, an absence of an integrated claim system and a lack of transparency are the main factors affecting sellers’ trust in online selling platforms. The relationship between the sellers’ intention to continue to use the online selling platform and their trust in the platform was found to be moderated by switching costs.

Research limitations/implications

This study is limited in that the results were mainly based on the sellers’ perspectives although the phenomenon of interest involves various actors. To mitigate this limitation and cross-check the data, the customer reviews and some of the sellers’ account statistics were also analyzed.

Practical implications

This study introduces the sellers’ perspectives on the dynamics of supply chain management in international micro trade. These dynamics provide a guideline for how to build and manage an online selling platform targeting microenterprises.

Originality/value

Unlike previous studies, this study examines online transaction behaviors from the standpoint of sellers, not buyers. Moreover, it is the first study examining the damaged or lost shipments within the context of online transactions in international micro trade.

Details

Journal of Business & Industrial Marketing, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0885-8624

Keywords

1 – 10 of 23