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Most research on sustainable tourism has been devoted to understanding the determinants of tourists' sustainable behavior on a unidimensional construct, overlooking the importance of behavioral costs in sustainable travel behavior. To shed light on this issue, this study aims to quantitatively differentiate sustainable travel behaviors based on behavioral costs and to examine the impact of psychological factors on both low-cost and high-cost sustainable travel behaviors.

A survey of 470 tourists used Rasch analysis to measure the behavioral costs associated with sustainable travel behavior and partial least squares structural equation modeling (PLS-SEM) to test hypotheses.

The results indicate that the value-identity-personal norm model explains more variance in low-cost sustainable travel behaviors than in high-cost sustainable travel behaviors. This supports the central tenet of the low-cost hypothesis and also suggests that values and self-identity factors have a stronger influence on low-cost sustainable travel behavior. However, personal norms have a stronger influence on high-cost behaviors.

This research highlights the importance for tourism and destination managers to distinguish between different categories of sustainable travel behavior and to analyze their determinants separately. This allows for the development of tailored messages for specific groups of tourists based on the psychological drivers of sustainable travel behavior.

This study provides insights into the determinants of sustainable travel behaviors with different behavioral costs and highlights the importance of analyzing different categories of behaviors separately.

Considering the relevance of understanding what influences environmentally sustainable consumer choices, the present study aims to examine and synthesize the key determinants factors from literature and outline a new conceptual framework for explaining green purchasing behaviors (GPBs).

A bibliometric analysis was conducted on 161 articles extracted from Web of Science and Scopus databases, which were systematically evaluated and reviewed, and represent the current GPB knowledge base. Content analysis, science mapping and bibliometric analysis techniques were applied to uncover the major theories and constructs from the state-of-the-art.

The evolving debate between altruistic and self-interest consumer motivations reveals challenges for rational-based theories, as most empirical applications are not focused on buying behaviors, but instead either on pro-environmental (non-buying) activities or on buying intentions. From the subset of leading contributions and emerging topics, nine thematic clusters are unveiled in this investigation, which were combined to create the new PSICHE framework with the purpose of predicting GPB: (P)roduct-related factors, (S)ocial influences, (I)ndividual factors, (C)oncerns about the environment, (H)abits and (E)motions.

By uncovering the multiple intervening factors in GPB decision processes, this study will assist practitioners and academics to move forward on how to foster more sustainable consumer behaviors.

The present study provides readers a summary of an unprecedentedly broad collection of papers, from which the key themes are categorized, the domain's intellectual structure is captured and an actionable framework for enhancing the understanding GPB is proposed. Four new thrust areas and a set of future research questions are included.

This research focuses on the role of facilities management (FM) elements which are people who represent the household, and process, place and technology as the FM elements. The findings of this research include a list of suggestions to improve SSI implementation based on the FM elements. A waste separation behaviour model was established based on the findings, which was then further validated by experts in related fields.

This paper explains how the process, place and technology elements of FM moderate and influence waste separation behaviour among households. A conceptual framework is proposed, grounded on the theory of planned behaviour (TPB), and a questionnaire survey was conducted to collect primary data from 900 eligible respondents among the residents of high-rise residential units in Malaysia’s capital city, Kuala Lumpur. SmartPLS software was used to analyse the structural equation model (SEM) of the conceptual framework developed to test the moderator’s effects.

The findings show that the process, place and technology moderators significantly and positively affected the relationship between perceived behavioural control and waste separation behaviour. Process and technology moderators significantly and positively affect the relationship between moral norms and waste separation behaviour among households. This research focuses on the role of FM elements which are people who represent the household and process, place and technology as the FM elements. The findings of this research include a list of suggestions to improve Separation at Source Initiative (SSI) implementation based on the FM elements. A waste separation behaviour model was established based on the findings, which was then further validated by experts in related fields.

This study implements the case of categorical moderator type and multiple constructs toward the relationships of formative indicators and contributes to knowledge regarding the analysis of moderator variables and structural equation modelling.

This research addressed online customer-to-customer (C2C) incivility during digital service recovery.

To examine the effectiveness of managerial responses to online C2C incivility post a restaurant service failure, a 2 (Managerial response: general vs specific) x 2 (Failure severity: high vs low) quasi-experimental design was employed. A pretest was conducted with 123 restaurant consumers via Amazon Mechanical Turk, followed by a main study with 174 restaurant consumers. Taking a mixed-method approach, this research first asked open-ended questions to explore how participants perceived the restaurant’s motivation for providing a generic versus a specific response. Hayes’ (2013) PROCESS procedure was then performed for hypotheses testing.

The results revealed significant interaction effects of managerial responses and failure severity on perceived online service climate and revisit intention, mediated by trust with managerial responses.

This research yielded unique insight into C2C incivility management literature and industry practices in the context of digital customer service recovery.

As opposed to conventional promotional methods, Word-of-Mouth (WOM) communication, especially when negative, significantly shapes customers’ repurchase decisions and preferences. Therefore, this study aims to examine the interplay between negative WOM and bank service failures, with a focus on the mediating role of customer switching intentions and the moderating role of switching costs in this relationship.

Using an online semi-structured questionnaire survey, a dataset comprising 411 responses was gathered from retail bank customers in China. This dataset was subsequently analyzed using SPSS PROCESS.

Consistent with the social exchange theory, our study revealed a significant relationship between service failure and both bank customers’ intention to switch and negative WOM communication. Additionally, we observed that switching intentions significantly influence negative WOM communications, acting as a mediator between service failures and negative WOM. Furthermore, our findings indicated that switching costs moderate the direct effect of service failures on negative WOM and moderate the indirect effect of service failures on negative WOM through switching intentions.

This study provides significant policy implications aimed at minimizing bank service failures and subsequent negative WOM communications among bank customers.

This study empirically investigates the role of service failures in promoting negative WOM communication, demonstrating a partial mediation effect of switching intentions in this relationship. Moreover, the study highlights that switching costs moderate service failures’ impact on customers’ switching intentions.

Given the rising popularity of mobile commerce among young consumers, this study aims to examine the effect of mobile applications service quality (MASQ), service convenience (SERCON) and satisfaction contributing to the retention of young consumers towards mobile applications.

Primary data were collected from 213 active online young smartphone users who have used mobile apps for shopping through a structured questionnaire. Structural equation modelling is used to analyse the data.

The results of this study reveal that both MASQ and SERCON strongly support satisfaction, which leads to the retention of young customers.

This study is one of the few relevant pieces of research that would benefit mretailers encompassing mobile commerce applications to improve their MASQ and SERCON with cutthroat competition in gaining and retaining young customers for shopping through smartphone applications.

The purpose of this study was to examine the mediating effect of three coping strategies (i.e. active, expressive, and denial coping) in the relationships between service failures (i.e. high- and low-contact service failures) and negative behavioral intentions (i.e. switching intention).

The critical incident technique (CIT) was used to identify the conceptually categorized service failure types in the fitness industry, and then confirmatory factor analysis (CFA) and structural equation modeling (SEM) were performed to examine the mediating effect of coping strategies among high-contact service failure and switching intention (study 1) and the mediating effect of coping strategies among low-contact service failure and switching intention (study 2).

While the mediating effect of coping strategies was significant in the relationship between high-contact service failures (study 1) and negative behaviors (i.e. switching intention and complaints), it was not significant in the relationship between low-contact service failures (study 2) and switching intention. Out of the three coping strategies, the impact of active coping was significant.

This study extends the understanding of the mediating effect of coping strategies in the relation between high- and low-contact service failures and switching intention.

Although trade volumes in e-retailing have increased significantly in recent years, logistics service failures are inevitable, especially at the delivery stage. Therefore, it is essential to provide customers with effective recovery strategies to increase their satisfaction and repurchase intentions. There is a lack of empirical evidence on whether the response time or the discount offered in compensation is more crucial for customers. Therefore, this study aims to determine whether the response time or the discount offered for high and low criticality failures has a greater impact on customer satisfaction levels and repurchase intentions for female and male customers.

A scenario-based experimental design method has been adopted to collect data, and 697 participants aged 18 and 58 years have been reached. The research utilized a between-subjects design, incorporating three factors: gender (female vs male), criticality (high vs low) and compensation (7 days: 10% discount, 10 days: 20% discount and 14 days: 30% discount). Six scenarios depicting the failure of an online retailer were created, and factorial univariate ANOVA was conducted to test the hypotheses.

The study's results show that in terms of customer satisfaction, female customers attach more importance to the response time in the case of high criticality and the amount of discount offered in the case of low criticality. On the other hand, male customers give more importance to the response time in terms of customer satisfaction when they experience a high or low criticality failure. In the case of low criticality, response time is more important for male customers to increase their repurchase intentions, while the amount of the discount is more important for female customers.

The study demonstrates the relative importance of the response time and discount amount according to the criticality level of failures and to guide business managers in terms of the recovery strategies they will implement. It focuses on gender differences and determine whether the response time or discount amount is more important for male and female customers in high or low-criticality situations.

This article proposes that survival can be a legitimate organizational goal, challenging a common view that dismisses it as unambitious or contrary to innovation. Drawing parallels from nature and survival strategies across various systems, it advocates that organizations, much like living organisms, should prioritize survivability (i.e. ability to survive) to ensure long-term success. Contrary to being seen as limiting, survival, when understood in its broad sense, can encompass and enhance performance goals such as growth. The article outlines the ERP factors —efficiency, resilience and prominence—as key to achieving survivability, offering a framework for organizations to manage resources, adapt to external forces and balance visibility to thrive amidst challenges.

Conceptual framework.

This model introduces the significance of survivability as an organizational goal.

This article argues for the consideration of survival as an overarching organizational goal, challenging the prevalent view that dismisses it as unambitious or contrary to innovation.