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1 – 10 of 378Neeru Sharma, Meena Sharma and Tejinderpal Singh
The study investigates whether the customer experience, satisfaction and continuance intention interrelationships in mobile banking services vary across Generation (Gen) Y and Gen…
Abstract
Purpose
The study investigates whether the customer experience, satisfaction and continuance intention interrelationships in mobile banking services vary across Generation (Gen) Y and Gen Z consumers.
Design/methodology/approach
The data were collected using online surveys from 224 Gen Y and 238 Gen Z mobile banking users. The study uses the partial least squares structural equation modelling (PLS-SEM) technique and an asymmetrical analytical approach through fuzzy set qualitative comparative analysis (fsQCA) to examine the effects of five experience dimensions (pragmatic, usability, affective, sensory and social) and satisfaction on continuance intention.
Findings
Whilst Gen Z values pragmatic and affective experiences more than Gen Y and assigns less importance to usability experience (Uxp), both PLS-SEM and fsQCA did not find any significant impact of sensory experience (Sxp) in any cohort. In contrast, fsQCA suggests that social experience could play a significant role for specific segments within both generations. Furthermore, PLS-SEM demonstrates a greater impact of satisfaction on continuance intention for Gen Y than for Gen Z.
Research limitations/implications
The sample consists of high/middle-income urban consumers in one country. Future research could investigate low-income and semi-urban/rural consumers and consumers living in other countries.
Practical implications
Banks must recognise the diversity within and between Gen Y and Gen Z, adopting a segmented user experience approach. Users within each generation may prioritise distinct aspects of the mobile banking app and understanding the specific differences between Gen Y and Gen Z preferences is crucial.
Social implications
Encouraging mobile banking users to engage in community-driven financial initiatives can inspire non-users, promoting digital financial inclusion.
Originality/value
To the best of the authors' knowledge, this study is the first to compare the customer experience-based psychological patterns of continued mobile banking use in Gen Y and Gen Z.
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Based on the affective events and self-concept theories, this study aims to examine the relationship between knowledge sharing system, job crafting, meaningfulness in work and…
Abstract
Purpose
Based on the affective events and self-concept theories, this study aims to examine the relationship between knowledge sharing system, job crafting, meaningfulness in work and employees' intention to stay with the organization.
Design/methodology/approach
In the present study, the authors conducted a time-lagged survey for analyzing the association between knowledge sharing system, job crafting, meaningfulness in work and employees' intention to stay with the organization. The study sample comprises 358 Generation Y employees working in Indian IT organizations. Results were analyzed using Process and Hayes macro process.
Findings
The study findings suggest significant relationships between knowledge sharing system, job crafting, meaningfulness in work and intention to stay among Gen Y employees. Moreover, the results demonstrated that knowledge sharing system, directly and indirectly, impacts employees' intention to stay via sequential mediation of job crafting and meaningfulness in work.
Practical implications
In today's era of hyper-competition and “war for talent,” retaining talented professionals has become the topmost priority for organizations. This becomes even more challenging with new generations, Gen Y and Z, entering the workforce driven by entirely different needs compared to earlier generations. Thus, the present study offers an integrated framework that organizational practitioners could utilize to enhance the retention of their young talented professionals.
Originality/value
Despite the emerging interest in the concept of knowledge sharing, few studies investigated the association between knowledge sharing system and intention to stay among Gen Y employees. Also, research still lacks in examining the underlying mechanism of how knowledge sharing system may enhance job crafting and meaningfulness in work, which could fuel Gen Y employees' intention to stay with the organization.
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Rakhi Singh and Priyanka Sihag
This study evaluated the bundled impact of high performance work practices (HPWPs) on Generation Y (Gen Y) employee engagement (EE) while considering empowering leadership (EL) as…
Abstract
Purpose
This study evaluated the bundled impact of high performance work practices (HPWPs) on Generation Y (Gen Y) employee engagement (EE) while considering empowering leadership (EL) as a mediator.
Design/methodology/approach
The data for the study are received from 404 Gen Y frontline service employees from three to five star Indian hotels and examined using structural equation modeling.
Findings
Gen Y employees' perception of HPWPs directly explains their engagement, and EL partially mediates the link between HPWPs and Gen Y EE.
Research limitations/implications
This study suggests managers to gain from implementing HPWPs and their impact on Gen Y engagement to boost their organizational performance.
Practical implications
This study suggests managers to gain from implementing HPWPs and their impact on Gen Y EE to boost their employee and hotel's performance.
Originality/value
The present research is one of the few attempts to study how HPWPs can engage the Gen Y cohort in the workplace, especially in developing countries (i.e. India).
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Jitender Kumar, Vinki Rani, Garima Rani and Manju Rani
This comparative research examines the factors influencing individuals' purchase intention toward green housing. By examining these factors, this study provides fruitful insights…
Abstract
Purpose
This comparative research examines the factors influencing individuals' purchase intention toward green housing. By examining these factors, this study provides fruitful insights into the purchase intentions and behaviors for greenhouses among individuals of different age groups in India.
Design/methodology/approach
Data were gathered from Generation (Gen) X (313) and Generation (Gen) Y (297) using self-administered questionnaires. The “partial least squares structural equation modeling” was used to test the hypotheses.
Findings
The outcome shows that attitude and green trust substantially impact the green purchase intention of Gen X and Y. More specifically, environmental knowledge insignificantly influences the green purchase intention of Gen X while significantly influencing Gen Y. However, perceived risk insignificantly affects the purchase intention of both Gen X and Y. Consequently, green purchase intention substantially impacts the green purchase behavior in both studies.
Research limitations/implications
This research focuses primarily on India; future research may be conducted in different geographical contexts. This study could also be extended to all age groups individuals.
Practical implications
The findings of this article facilitate policymakers, real estate developers and professional bodies in formulating strategies for sustainable nations in the future.
Originality/value
The current article is the initial empirical attempt to examine the home-buying decisions of individuals in India. Moreover, the role of Generation X and Generation Y in green housing purchase decisions will provide fruitful insights into how different age groups impact the decision-making process of green housing.
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Helen Arkorful, Sam Kris Hilton and Fred Awaah
The study investigates the predisposition of generational cohorts toward entrepreneurship in an emerging economy as entrepreneurship has arguably become a panacea for unemployment…
Abstract
Purpose
The study investigates the predisposition of generational cohorts toward entrepreneurship in an emerging economy as entrepreneurship has arguably become a panacea for unemployment and sustainable economic development.
Design/methodology/approach
The study adopts descriptive and cross-sectional survey designs. The study also employs quantitative approach to collect the data from 1,000 workers in 20 selected private and public organizations in Ghana. The data were analyzed using descriptive statistics, correlation and hierarchical regression techniques.
Findings
The results reveal that baby boomers and Generation Z (Gen Z) have a higher predisposition toward entrepreneurship, while Generation X (Gen X) and Generation Y (Gen Y) have a lower predisposition toward entrepreneurship. However, the study found that baby boomers are more predisposed to entrepreneurship than all the generational cohorts. Furthermore, a generation may become entrepreneurs regardless of their gender. Finally, individuals with higher educational qualification (i.e. masters and doctorate) are more likely to become entrepreneurs in a given generation.
Practical implications
The findings imply that entrepreneurial opportunities (such as ease of doing business, favorable business regulations, access to credit facilities, low interest rate, ease of registering business, start-up capital, etc.) should be created by government and its stakeholders to serve as stimuli for members of these generations (particularly baby boomers and Gen Z) to participate fully in entrepreneurial activities. In addition, the culture of “go to college and graduate with the expectation of government employment” and “job for life” should be discouraged to allow members of Gen X and Gen Y build up entrepreneurial mindsets.
Originality/value
This study contributes to generational cohorts and entrepreneurship literature by providing a perspective from the cultural and socio-economic background of an emerging economy. Additionally, this study demonstrates that irrespective of gender, one may become an entrepreneur and highly educated individuals tend be entrepreneurs.
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H.A. Dimuthu Maduranga Arachchi and G. Dinesh Samarasinghe
This study aims to examine the influence of the derived attributes of embedded artificial intelligence-mobile smart speech recognition (AI-MSSR) technology, namely perceived…
Abstract
Purpose
This study aims to examine the influence of the derived attributes of embedded artificial intelligence-mobile smart speech recognition (AI-MSSR) technology, namely perceived usefulness, perceived ease of use (PEOU) and perceived enjoyment (PE) on consumer purchase intention (PI) through the chain relationships of attitudes to AI and consumer smart experience, with the moderating effect of consumer innovativeness and Generation (Gen) X and Gen Y in fashion retail.
Design/methodology/approach
The study employed a quantitative survey strategy, drawing a sample of 836 respondents from Sri Lanka and India representing Gen X and Gen Y. The data analysis was carried out using smart partial least squares structural equation modelling (PLS-SEM).
Findings
The findings show a positive relationship between the perceived attributes of MSSR and consumer PI via attitudes towards AI (AAI) and smart consumer experiences. In addition, consumer innovativeness and Generations X and Y have a moderating impact on the aforementioned relationship. The theoretical and managerial implications of the study are discussed with a note on the research limitations and further research directions.
Practical implications
To multiply the effects of embedded AI-MSSR and consumer PI in fashion retail marketing, managers can develop strategies that strengthen the links between awareness, knowledge of the derived attributes of embedded AI-MSSR and PI by encouraging innovative consumers, especially Gen Y consumers, to engage with embedded AI-MSSR.
Originality/value
This study advances the literature on embedded AI-MSSR and consumer PI in fashion retail marketing by providing an integrated view of the technology acceptance model (TAM), the diffusion of innovation (DOI) theory and the generational cohort perspective in predicting PI.
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Dung Phuong Hoang, Dang Nguyen Hai, Vy Thanh Ngoc Nguyen, Hieu Trung Nong, Phong Tran Pham and Tam Minh Tran
Modernization and the rise of living standards have introduced new variants of traditional foods, from their tastes to the way they are enjoyed. This study aims to explore and…
Abstract
Purpose
Modernization and the rise of living standards have introduced new variants of traditional foods, from their tastes to the way they are enjoyed. This study aims to explore and examine the impacts of both traditional and modern marketing stimuli on restaurant choice intention for experiencing culinary traditions, hence answering the question of how traditional and modern aspects live together to bring about the most desirable experience for customers of traditional cuisine.
Design/methodology/approach
Based on the stimuli-organism-response (S-O-R) theory and mixed research methods, a model linking service quality dimensions, perceived value and restaurant choice intention is formulated and tested on quantitative data from 431 customers of Gen Y and Gen Z, given the case of Vietnamese Pho.
Findings
The findings show that food quality demonstrates the strongest impact on restaurant choice intention, followed by authenticity and nostalgia marketing. These relationships are partially mediated by perceived value. Hygiene risks and perceived value are also found to directly affect restaurant choice intention. Nevertheless, our findings are quite different between Gen Y and Gen Z customers.
Practical implications
This research provides crucial strategic implications for restaurant managers when it comes to serving traditional foods for different generations.
Originality/value
This study responds to the existing gap by examining and comparing the impacts of traditional and modern marketing stimuli on restaurant choice intention through the mediating role of perceived value. Our study also actively contributes to the ongoing multigenerational research stream by affirming the moderation role of generations (Gen Y and Gen Z) in those relationships.
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Ankit Suri, Yogesh Sharma, Lokesh Jindal and Rajeev Sijariya
The purpose of this study is to investigate the role of blockchain technology in reducing online fraud among Gen Y and Gen Z.
Abstract
Purpose
The purpose of this study is to investigate the role of blockchain technology in reducing online fraud among Gen Y and Gen Z.
Design/methodology/approach
This study uses a two-phase approach. Firstly, a systematic literature review is conducted to examine various aspects of blockchain technology and cyber security. Secondly, the Technology Adoption Model is used to study the adoption dynamics of blockchain-based platforms for online data exchange among 415 Gen Y and Z users.
Findings
The results indicate that efficiency and security, perceived ease of use, perceived usefulness, and trust have a positive effect on behavioral intention and attitude towards use. This is the first study to examine the role of blockchain technology to reduce fraud among Gen Y and Gen Z.
Originality/value
This study provides new insights into the adoption of blockchain-based platforms for online data exchange among Gen Y and Gen Z. The study highlights the critical areas of concern for the adoption of blockchain technology and provides managerial implications for fintech firms, banks, and e-commerce platforms. It is unique in its focus on the potential for blockchain technology to reduce fraud among Gen Y and Gen Z, which has not been previously explored in the literature.
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Ida Lopez, Nurul Shahnaz Mahdzan and Mahfuzur Rahman
Using the integrated behavioural model (IBM) as a theoretical framework, this study aims to identify the determinants of saving behaviour among Malaysia's income-earning…
Abstract
Purpose
Using the integrated behavioural model (IBM) as a theoretical framework, this study aims to identify the determinants of saving behaviour among Malaysia's income-earning Generation Y (Gen Y) born in the years 1980–1995.
Design/methodology/approach
The study was conducted using a questionnaire survey targeting Gen Y respondents 500 sets of responses were obtained via convenience sampling method.
Findings
Analysis conducted using partial least squares structural equation modelling (PLS-SEM) revealed that there were positive relationships among instrumental attitude, injunctive norm, perceived control, self-efficacy and intention to save. Secondly, intention to save, financial literacy and time preference were found to positively influence saving behaviour.
Practical implications
Policymakers may find this study useful as the results reveal saving behaviour determinants of Gen Ys in Malaysia, and policies could then be formulated to improve Gen Y's saving behaviour.
Originality/value
This study contributes to the literature by applying the IBM to a study on saving behaviour.
Peer review
The peer review history for this article is available at: https://publons.com/publon/10.1108/IJSE-05-2023-0340
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Yao-Chin Wang and Avraam Papastathopoulos
With the trend of adopting and studying artificial intelligence (AI) service robots at restaurants, the authors’ understanding of how customers perceive robots differently across…
Abstract
Purpose
With the trend of adopting and studying artificial intelligence (AI) service robots at restaurants, the authors’ understanding of how customers perceive robots differently across restaurant segments remains limited. Therefore, building upon expectancy theory, this study aims to propose a trust-based mechanism to explain customers’ support for AI-based service robots.
Design/methodology/approach
For cross-segment validation, data were collected from online survey participants under the scenarios of experiencing AI service robots in luxury (n = 428), fine-dining (n = 420), casual (n = 409) and quick-service (n = 410) restaurant scenarios.
Findings
In all four segments, trust in technology increased willingness to accept AI service robots, which was then positively related to customers’ support for AI-based service robots. Meanwhile, customers’ AI performance expectancy mediated the relationship between trust in technology and willingness to accept AI service robots. On the other hand, at luxury, fine-dining and casual restaurants, males perceived a stronger positive relationship between trust in technology and AI performance expectancy. No generational differences were found in the four restaurant segments between trust in technology and AI performance expectancy.
Originality/value
To the best of the authors’ knowledge, this study is one of the first attempts in hospitality research to examine cross-segment validation of customers’ responses to AI-based service robots in the luxury, fine-dining, casual and quick-service restaurant segments.
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