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By extending the existing service quality dimensions and reflecting the low-cost carriers (LCCs) context, the purpose ot this study aims to develop the research model to examine whether passenger satisfaction mediates the relationship between service quality and behavioral intentions of LCCs across low- and high-experience passengers.

Data collected from 320 passengers (180 for low-experience passengers and 140 for high-experience passengers) to test the research model. The partial least square structural equation modeling approach was used to perform the path modeling and multi-group analysis.

The results confirm that passenger satisfaction mediates the relationship between four service quality constructs (tangible features, service reliability, quality of personnel and online ticketing service) and behavioral intentions (repurchase and recommendation intentions) for both low- and high-experience passengers. However, convenient flight schedule has a significant influence on passenger satisfaction only for low-experience passengers.

The results of multi-group analysis indicated that passenger satisfaction exerts stronger effect on recommendation intentions for low-experience passengers. LCCs managers' priority should be placed on providing satisfying service experiences to less experienced passengers. Improved passenger satisfaction through superior service quality motivates low-experience passengers to recommend LCCs, thus increasing the positive word-of-mouth promotion.

Theoretically, this study is first considering both low- and high-experience LCCs passenger perceptions to examine how passenger satisfaction mediates the relationship between service quality and post-purchase intentions. From the managerial perspective, the findings can provide useful management insights into developing multi-faceted strategies that allow LCCs firms to restore passenger confidence and retain their repurchase intentions.

As destinations emerge from the crisis, a sustainability-focused recovery approach is necessary; thus, there is need to design action plans that are capable of managing the environmental impacts caused by cruise tourism and identify citical issues and priorities for sustainable tourism management in the post-COVID-19 era. This article presents a detailed overview of key issues facing cruise tourism in Mahahual – Costa Maya, the second most important port of entry/cruise destination in Mexico and areas of opportunity to cope with or manage change, both positive and negative. Areas of discussion include: local attitudes towards cruise tourism, government policies currently in place or in consideration that may impact cruise tourism, social or environmental projects that cruise companies should support in or around the host destination to foster sustainability after the pandemic. The analysis is based on desk-research, local stakeholder feedback/input, site visits and an evaluation of the destination's policies and practices against a selected number of indicators from Global Sustainable Tourism Council – GSTC's Criteria for Destinations (GSTC-D). Issues identified include: fear of rapid and uncontrolled growth of tourism before the pandemic (both cruise tourism and stay-over tourism), pollution and the loss of ecosystems/environmental degradation, disappointment due to low economic spill – lack of benefits from cruise tourism and limited public services and infrastructure (water and electricity, sewage treatment, garbage etc.). The researcher recommends regular and timely collection, recording, monitoring and public reporting of data about residents' aspirations, issues and satisfaction with destination management.

Despite the growing popularity of ride-sharing in China, our understanding regarding users' trust and behavioral intention toward this new type of hailing service is still limited. This study aims to examine the joint influences of institution-based, process-based and characteristic-based antecedents on customers' trust and continuance intention toward ride-sharing. Furthermore, the study aims to investigate if the relative influences of institution-based and process-based antecedents on trust are contingent upon customers' prior experience.

Drawing upon trust-building literature and the elaboration-likelihood model, we developed a research model and conducted an online survey to users of Didi, the largest ride-sharing platform in China. We used the structural equation modeling technique to analyze the collected data and examine the proposed research model.

Ther major research findings of the study suggest that structural assurance, government support, platform reputation and disposition to trust exhibit significant and different degrees of influences on customers' trust beliefs and continuance intention toward ride-sharing. A multi-group analysis further suggests that customers with less use experience focus more on government support and platform reputation, while customers with more use experience are more likely influenced by structural assurance.

The study contributes to the extant literature by identifying the joint influences of institutional-based, process-based and characteristic-based antecedents on users' continuance intention of ride-sharing service and uncovers the mediation mechanism of trust and perceived risk. Moreover, the study refines the boundary condition of the proposed research model by revealing the moderating effect of use experience.

The purpose of this paper includes results of some of the tests involved for the design and implementation of low-cost crash anthropomorphics (ATPs) fitted with sensory systems to measure forces that would have been experienced by passengers in the vehicle, commonly used for public transport within South Africa.

This paper presents the description of the implemented low cost ATPs and the analysis of the data obtained from the sensory system within the torso of the ATPs and in the head of a single ATP, to identify if a documented threshold is exceeded. The autopsy of the ATPs is performed to identify injuries.

The recorded results showed the type of injuries that could have occurred when an accident has occurred with occupant in the minibus taxi. The autopsy performed on the ATPs showed feasible injuries that could be obtained by a person in a similar scenario.

The ATPs were to be designed and constructed with the sensory system, with a budget of ZAR13,000/US$1,000.

The contributions of this paper are as follows: present the test results of two ATPs, and discuss them, for a loss of control of a minibus on a wet surface, which has been indicated as a world first test; And identify the need for a data fusion of sensory information to evaluate the injuries with the autopsy performed.

The concept and practice of e-services has become essential in business transactions. Yet there are still many organizations that have not developed e-services optimally. This is especially relevant in the context of Indonesian Airline companies. Therefore, many airline customers in Indonesia are still in doubt about it, or even do not use it. To fill this gap, this study attempts to develop a model for e-services adoption and empirically examines the factors influencing the airlines customers in Indonesia in using e-services offered by the Indonesian airline companies. Taking six Indonesian airline companies as a case example, the study investigated the antecedents of e-services usage of Indonesian airlines. This study further examined the impacts of motivation on customers in using e-services in the Indonesian context. Another important aim of this study was to investigate how ages, experiences and geographical areas moderate effects of e-services usage.

The study adopts a positivist research paradigm with a two-phase sequential mixed method design involving qualitative and quantitative approaches. An initial research model was first developed based on an extensive literature review, by combining acceptance and use of information technology theories, expectancy theory and the inter-organizational system motivation models. A qualitative field study via semi-structured interviews was then conducted to explore the present state among 15 respondents. The results of the interviews were analysed using content analysis yielding the final model of e-services usage. Eighteen antecedent factors hypotheses and three moderating factors hypotheses and 52-item questionnaire were developed. A focus group discussion of five respondents and a pilot study of 59 respondents resulted in final version of the questionnaire.

In the second phase, the main survey was conducted nationally to collect the research data among Indonesian airline customers who had already used Indonesian airline e-services. A total of 819 valid questionnaires were obtained. The data was then analysed using a partial least square (PLS) based structural equation modelling (SEM) technique to produce the contributions of links in the e-services model (22% of all the variances in e-services usage, 37.8% in intention to use, 46.6% in motivation, 39.2% in outcome expectancy, and 37.7% in effort expectancy). Meanwhile, path coefficients and t-values demonstrated various different influences of antecedent factors towards e-services usage. Additionally, a multi-group analysis based on PLS is employed with mixed results. In the final findings, 14 hypotheses were supported and 7 hypotheses were not supported.

The major findings of this study have confirmed that motivation has the strongest contribution in e-services usage. In addition, motivation affects e-services usage both directly and indirectly through intention-to-use. This study provides contributions to the existing knowledge of e-services models, and practical applications of IT usage. Most importantly, an understanding of antecedents of e-services adoption will provide guidelines for stakeholders in developing better e-services and strategies in order to promote and encourage more customers to use e-services. Finally, the accomplishment of this study can be expanded through possible adaptations in other industries and other geographical contexts.

This study seeks to investigate the impact of firm reputation for service quality on customers' responses to service failures. Firm reputation is defined as customers' perceptions of how well a firm takes care of customers and is genuinely concerned about their welfare.

An experiment design methodology was utilized to test the conceptual model. The respondents were adult passengers waiting for flights at a major airport.

Overall, the findings revealed that excellent reputations provide firms with a “buffering effect”, insulating them from some of the negative consequences of failures. Firm reputation moderated the relationship between failure severity and satisfaction, lowered attributions of controllability and stability, and led to higher repurchase intentions following service failures. Attributions of controllability and stability were related only to repurchase intentions; satisfaction did not fully mediate these relationships.

A limitation is the use of an experimental methodology. Other methods would enhance the external validity of the findings.

The findings of this study provide compelling evidence that a firm's reputation can be one of its most important assets. Carefully building and maintaining this reputation is paramount for continued success in any industry, but especially important for service firms where failures are inevitable.

Very little research has examined the effects of firm reputation. This study contributes by testing the impact of firm reputation on customers' responses within a service failure context.

The evidence suggests deductions for non-performance and competitive solicitation methods are key determinants of contractor performance. A penalty provision is strongly associated with an increase in unit cost, while a competitive solicitation method reduces unit cost. The evidence is inconclusive for fixed price contract and contract length. The findings support the idea that contracting techniques impact contractor performance. The potential for cost savings may not be fully realized unless techniques that focus on competitive contracting are employed. Future research that addresses contract design factors for other services in other settings will provide information to help policy makers choose among the numerous contract design options.

Purpose — This chapter overviews the field survey results. It includes simple tabulations of transport-related survey results, analysis of transport problems, the impact of fuel price increases, home location decisions, forced car ownership (FCO) analysis and coping strategies with low/zero-car ownership. Some preliminary analysis is undertaken of realised trip rates and correlations of elements of the survey results.

Methodology — Methodology concerns the quantitative statistical analysis of survey findings including some simple correlation tests.

Findings — Over half the sample faced difficulty accessing activities because of transport problems. Between 1 and 10% identified activities they cannot do because of transport problems (a higher share in Latrobe).

Nearly half had changed travel habits because of petrol price increases most commonly increasing the activities completed on each trip (trip linking). Affordability was the most important reason for home location. A quarter of those who helped decide where to live now wish they had considered other factors most commonly living closer to public transport. FCO households agreed that transport costs were high and used a diverse range of strategies to reduce costs. A high majority said their choices were limited; however, many also liked the mobility and home location choices they had made.

Results also show a strong positive link between income, employment, car ownership and mobility. Social exclusion and well-being have a negative correlation at a high level of statistical significance.

This study aims to investigate the relationship between talent management, organizational commitment and turnover intention. The moderating role of gender and experience in relationships was explored.

A conceptual model was developed, and relationships were studied by collecting data from 392 faculty members working in higher educational institutions (HEIs) in southern India. After checking the instrument’s psychometric properties using the LISREL package of structural equation modeling, data were analyzed using Hayes’s PROCESS macros.

The results revealed that talent recruitment strategies positively predict organizational commitment and negatively predict turnover intention; organizational commitment mediates the relationship between talent management and turnover intention. Further, the results documented that experience (first moderator) and gender of faculty members (second moderator) influenced the relationship between talent management and organizational commitment and organizational commitment and turnover intention.

The outcomes of this research are helpful for the administrators of HEIs to strategize to attract and retain talented faculty to maintain sustained competitive advantage. This research also helps to understand gender differences that exist in talent management and retention and organizational commitment in HEIs.

The three-way interactions between talent management, gender and experience in influencing organizational commitment and turnover intentions is a novel idea that contributes to the talent management literature – the relationship between talent recruitment strategies and talent engagement. The implications for talent management theory and practice are discussed.