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The purpose of this paper is to investigate the role of trust in enhancing customer loyalty, and to test the mediation role of commitment and customer intimacy in the relationship between trust and customer loyalty.

A total of 500 questionnaires were distributed and 200 were returned (40 percent response rate), and a structural equation modeling technique was used to test the hypotheses.

The results of this study show that trust has a significant relationship with commitment and customer intimacy but no significant relationship was found with customer loyalty. Commitment and customer intimacy have a significant relationship with customer loyalty. The mediation analysis reveals that commitment and customer intimacy play a mediation role in the relationship between trust and customer loyalty.

This study indicates that commitment and customer intimacy affect customer loyalty. The role of commitment and customer intimacy as a mediator between trust and customer loyalty indicates that customers are committed to continuing and maintaining the relationships with Islamic banks.

This study provides empirical evidence on interrelationships between trust, commitment, customer intimacy and customer loyalty in banking relationships.

This study investigates how entrepreneurial leadership fosters market orientation, bank innovativeness and bank performance; it also investigates how market orientation contributes to brand orientation, bank innovativeness and bank performance.

In total, 1500 questionnaires were distributed to 100 bank branches in Indonesia (500 to managers and 1000 to employees); 300 responses (20% response rate) were used for further statistical analysis.

The results confirmed the existence of relationships among entrepreneurial leadership, market orientation, bank innovativeness, brand orientation and bank performance. The role of entrepreneurial leadership in fostering market orientation, bank innovativeness, brand orientation and bank performance demonstrates that leaders can motivate employees to complete their tasks.

The findings suggest that entrepreneurial leadership, new ideas and innovative products and services can foster bank performance.

The emerging banking industry in Indonesia has witnessed changing market conditions. Banks will benefit from being more market-driven and diverse in their customer relationships to generate value.

The purpose of this study is to investigate how smart tourism technologies and memorable tourism experiences affect tourist satisfaction and tourist destination loyalty.

A total of 600 questionnaires were distributed, 360 were returned (60% response rate) and a covariance-based structural equation modeling technique was used to test the hypotheses.

The results of this study explain that smart tourism technologies and memorable tourism experiences play essential roles in enhancing tourist satisfaction and tourist destination loyalty.

This study specifies that tourists have pleasant memories and are satisfied at a tourist destination; as a result, they are more likely to revisit and recommend a tourist destination to their friends, family and other tourists. If a tourist has a negative experience with smart city info-structure facilities, a tourist might reach an overall conclusion to not revisit or recommend the location to other tourists.

This study provides empirical evidence to support the importance of smart tourism technologies and memorable tourism experiences in enhancing tourist satisfaction and tourist destination loyalty.

本论文旨在研究智慧旅游科技和难忘的旅游体验如何影响游客满意度和游客对目的地的忠诚。

共600份问卷发放, 并收回360份数据（回应率为60%）, 本论文采样基于协方差的结构方程模型以测验假设。

研究结果表明智慧旅游科技和难忘的旅游体验对增强游客满意度和游客对目的地的忠诚度起到至关重要的作用。

本论文证实游客有着美好的旅游回忆与对旅游目的地满意, 因此, 他们更愿意重游以及向他们的朋友、家人、以及其他游客推荐这个目的地。如果游客对智慧城市信息基础建设有不好的体验, 那么他们则会决定不会重游或者推荐这个城市给其他游客。

本论文为证实智慧旅游科技和难忘的旅游体验对加强游客满意度和游客对目的地忠诚度的至关重要的作用方面, 提供了强有力的实践证实。

This study aims to offer a holistic halal cosmetic consumption framework by describing the current knowledge about halal cosmetics and presenting new directions for future research.

The theory, method and context–attributes, decision and outcome systematic review framework was used in this study. This study addresses the halal cosmetics literature published in the Scopus database: nonpredatory journals between 2010 and 2021.

This study found seven antecedent categories that affect four halal cosmetics consumption decisions. Those decisions led to three outcomes. In addition, behavioral theories were identified as the most frequent theory used to explain this phenomenon in personal and business settings.

To the best of the authors’ knowledge, this is the first systematic review of halal cosmetics consumption. This study explores the relevant theories, contexts, methods, antecedents and consumer decisions. Therefore, this study offers important insights into this phenomenon.

This study aims to analyze low-cost-carrier (LCC) passengers’ comments about their flight experience on Asian LCCs.

A netnography approach was used to review and content analyzed 230 LCC passengers’ negative feedback on the TripAdvisor website.

LCC service failures generated 17 different negative emotions; among them, shock, disappointment and surprise were the most frequent emotions felt by passengers.

Maintaining a high level of customer service and ensuring easy access to information reduces LCC passenger’s negative emotions and meets LCC passengers’ service expectations and satisfaction. This study provides guidelines for the LCCs management who want to implement a netnography technique as a marketing research strategy.

A better understanding of this concept will help the LCCs industry to build a robust business model than competitors, maintain their competitive advantages in the global market and develop effective marketing strategies to attract more passengers.

本文旨在分析低价航空公司乘客对他们在亚洲低价航空飞行体验的评价。

本研究使用网络志方法审查和内容分析了230名低价航空乘客在TripAdvisor网站上的负面评价。

低价航空公司的服务失误共产生了17种不同的负面情况。其中, 震惊、失望、惊讶为乘客最常感受到的情绪。

保持高水平的客户服务并确保其轻松获取有效信息可以减少低价航空公司乘客的负面情绪, 提高他们的服务期望和满意度。本研究为拟实施网络志技术作为营销研究策略的低价航空公司管理人员提供了指导意见。

更好地理解这一概念将有助于低价航空行业建立起比竞争对手更稳健的商业模式, 保持其在全球市场的竞争优势, 并制定有效的营销策略以吸引更多乘客。

Sevicio de aerolineas: problemas con provedores de bajo costo y experiencias emocionales de pasajerosResumen

Este estudio analizó los comentarios sobre la experiencia de vuelo de los pasajeros de las aerolíneas de bajo costo (LCCs, por sus siglas en inglés) de Asia.

Se utilizó un enfoque de netnografía para revisar y analizar el contenido de los comentarios negativos de 230 pasajeros de LCCs en el sitio web de TripAdvisor.

Las fallas en el servicio de las LCCs generaron 17 emociones negativas diferentes; entre ellas, conmoción, decepción y sorpresa fueron las emociones más frecuentes que sintieron los pasajeros.

Mantener un alto nivel de servicio al cliente y garantizar un acceso fácil a la información reduce las emociones negativas de los pasajeros de las LCCs y cumple con sus expectativas de servicio y satisfacción. Este estudio proporciona pautas para los gerentes de las LCCs que desean implementar una técnica de netnografía como estrategia de investigación de mercados.

Entender mejor este concepto ayudará a la industria de las LCCs a construir un modelo comercial más sólido que el de sus competidores, mantener sus ventajas competitivas en el mercado global y desarrollar estrategias de mercadotecnia efectivas para atraer a más pasajeros.

Aerolíneas de bajo costo (LCC), emociones negativas, falla en el servicio, destino turístico

Travelers are increasingly planning trips using smart travel planning apps to manage travel-related activities. They obtain their preferred tour itineraries with the use of these apps and subsequently choose their tour destinations. Therefore, the purpose of this study is to investigate the effects of smart tour itineraries on travelers and explain what drives the continual use of them.

Drawing on the unified theory of acceptance and the use of technology model and experiential consumption (UTAUT), the authors conducted this study in Malaysia with a sample of 307 travelers who are familiar with the use of mobile apps.

The results confirmed that all the UTAUT dimensions except the facilitating condition are significantly related to the intention to use the itinerary. Both the hedonic and utilitarian values in personal consumption significantly motivate the travelers in the behavioral intention to use the itinerary.

This paper offers a good explanation of how the itinerary plans can be used by examining the theories behind the current app’s usage. Many researchers have examined the adoption of the smart travel apps, which has rarely been tied to the antecedents that drive how the travelers use itineraries that are designed by the smart travel apps. This study contributes to the research regarding using the mobile travel apps by developing an integrative model to explain the traveler intentions to use smart travel itineraries.

游客越来越多地使用智慧旅游计划App来管理他们的旅游相关活动。他们通过这样的App获得行程从而选择他们旅游目的地。因此, 本论文旨在研究智慧旅游行程对游客的影响, 并探究哪些因素驱使他们继续使用智慧旅游行程。

本论文采用UTAUT模型, 在马拉西亚取样, 共搜集到307位熟悉移动App的游客数据。

研究论文结果肯定了UTAUT各项因素除了辅助条件, 其他因素都显著与使用智慧行程息息相关。享乐型价值和实用型价值都对游客个人使用行为有着显著效果。

本论文通过检验App使用理论解释了行程计划如何被使用。许多研究学者已经检验了智慧旅游App的使用, 但是很少真正与游客如何使用App生成行程的驱动因素相结合。本论文对理论有贡献, 通过开发整合模型以解释游客使用智慧旅游行程的行为。

This study investigates the role of knowledge collecting and donating in enhancing relationship proneness and intimacy and improving a bank's salesperson satisfaction and performance.

Using the snowball technique, 315 online questionnaires were collected from commercial banks. A total of 300 useable questionnaires were included for further analysis.

The findings demonstrated that knowledge collecting affects relationship proneness and salesperson performance, while knowledge donating affects relationship proneness but not satisfaction. The results also suggested that relationship proneness is responsible for salesperson intimacy. Furthermore, intimacy was found to affect salesperson performance and satisfaction. Finally, salesperson satisfaction was found to affect salesperson performance positively.

The findings help bankers understand and utilize the power of their knowledge management in improving their sales performance and developing suitable training and strategies to strengthen salesperson intimacy.

This study incorporated knowledge management, relationship proneness and intimacy to enhance a better understanding of how these indicators will affect the salesperson's satisfaction and performance.

This study aims to investigate the secondhand clothes (SHC) donating behavior phenomenon using the cognitive-affective-conative model and examines the moderating role of COVID-19 knowledge on the relationship between the desire to donate and actual SHC donating behavior.

A total of 160 questionnaires were distributed to potential participants who donated their clothes to thrift shops during the COVID-19 pandemic in the USA.

A total of 145 useable surveys were collected for analysis. The study found that the desire to donate SHC plays an essential role in enhancing actual SHC donating behavior. In addition, the study found that perceived responsibility and altruistic fear positively influence the desire to donate SHC. In contrast, individuals’ COVID-19 knowledge does not moderate the relationship between the desire to donate SHC and actual SHC donating behavior.

A limited empirical study uses the cognitive–affective–conative approach to SHC donating behavior. The findings of this study enhance the body of SHC’s theoretical knowledge and enhance individuals’ participation in donation programs in support of their community and humanitarian programs.

The objective of this study was to investigate the effect of appearance, lifestyle and status similarity on interaction intensity, satisfaction with a banker and repurchase intention. Also examined was the moderating effect of client knowledge in the enhancement of customer satisfaction with a banker.

A total of 800 questionnaires using the snowball sampling technique were performed to distribute the questionnaires to bank customers at different ethnic community centers in New Zealand. A total of 377 useable questionnaires were collected for further analysis.

The findings indicated that the three types of similarity affect interaction intensity differently. Lifestyle similarity was found to positively influence interaction intensity. The similarity constructs of appearance and status were found to have an insignificant relationship with interaction intensity. The findings show that appearance similarity and interaction intensity are able to enhance customer satisfaction with a banker. Customer satisfaction with a banker has a significant relationship with repurchase intention. Client knowledge influences the degree of interaction intensity and satisfaction with a banker.

The findings of this study help bankers to understand the importance of their similarities with a customer and to design recruitment strategies and training sections to improve customer satisfaction.

This study contributes to the body of knowledge by incorporating interaction intensity, similarity and satisfaction with a bank into the repurchase intention model.

This paper seeks to analyze the impact of internal marketing orientations (IMOs) on the competitiveness of higher education institutions (HEIs) in the United Arab Emirates (UAE).

A stratified random sampling was employed to collect data from a pool of 5,968 faculty members in 102 HIEs in the UAE. An online survey questionnaire was placed on Qualtrics online data collection platform and sent to selected participants. Out of a total of 638 surveys send through email, 349 surveys were returned, duly filled. The model was tested using SmartPLS structural equation modeling (PLS-SEM).

IMO dimensions of information generation (IG), information dissemination (ID) and information responsiveness (IR) are inexplicably linked to HEI's competitiveness and faculty performance. IR proved to be a more significant predictor of HEI's competitiveness compared to IG and ID.

The study proposes that HEI policymakers encourage the exchange of value among the internal stakeholders and formulate employee-focused policies as part of their corporate objectives. The findings also advocate in improving working conditions and enhancing work–life balance to strengthen the institutions' competitive position within the industry.

This study is the first to explore the interrelationship among the IMO dimensions of IG, ID and IR and their impact on HEI competitiveness, particularly in the UAE.