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The essential characteristic of a system is the interaction of its parts. Consequently the individual improvement in the performance of its parts taken separately, although necessary, does not assure the overall improvement of its performance. A determinant factor of this performance is how well the different parts of the system fit together. In an urban mobility system we can distinguish three levels of planning and control with different organisational requirements and functional roles. The strategic level, where the political objectives of the system are defined as an answer to the stakeholders, the tactical level, where the previous objectives are translated into operational specifications, and the operational level, where transport happens and the contact with the customer effectively takes places. The present work presents the structure of a total quality management model that should serve as a basic framework for the planning and control of the urban mobility system.

The purpose of this paper is to deliver a roadmap that displays pathways to develop sustainability skills in the engineering curricula.

The selected approach to enrich engineering students with sustainability skills was active learning methodologies. First, a survey was carried out on a sample of 189 students to test the current sustainability literacy and determine the roadmap starting point. Next, a scientometric study regarding active learning methodologies was executed. A total of 2,885 articles and conference proceedings from the period 2013-2016 were retrieved from the Web of Science database. The records were then imported into text mining software to undergo a term clumping process. Annual knowledge clusters based on key terms were outputted. Finally, a roadmap was created by experts based on the annual knowledge clusters.

Four annual pathways were created along the roadmap to develop sustainability skills during the four-year college course in engineering. The first consisted on promoting a recycling campaign through a circular economy. The second aimed at creating educational videos regarding sustainability. The third reinforced reasoning and argumentative skills by preparing a debate on environmental issues. The last path assumed that the student is working in internship programs and prepared him/her to apply environmental management models to solve sustainability issues within the company.

Roadmaps should be updated approximately every two years to reflect novelty. The proposed methodology shows an easy way to create them.

Results from this paper, as well as the proposed methodology, can be applied to any organization forming individuals: from primary school education to employee training programs in organizations.

The development of sustainability skills has a direct, positive impact on professional decision-making and, ultimately, on the environment.

This paper presents a roadmapping process to develop sustainability competences throughout engineering college education.

The purpose of this empirical research is to investigate the influence of interactive virtually present others (VPOs) on a firm response and customers’ reiterated complaints (follow-ups) during service failures. This research follows up on previous experimental studies that suggest VPOs affect the focal customers’ complaint intention.

More than 16,000 posts (of complaints and complainants’ follow-ups) on 13 airline Facebook pages were analyzed using partial least squares.

This empirical study found that customers’ complaints are attended to the extent the complaints are followed up with more comments as supported by VPOs suggesting a contagion effect. Besides, it appears, the squeaky wheel is the one that gets the grease. The interactive virtual presence of others does not have an effect on a firm response toward them, despite their support to complainants and calling the airline to act.

To date, previous experimental studies have only featured a single VPO in potential complainants’ responses; however, in this empirical study the authors take into consideration the interaction of several VPOs in the service failure. Also, the focus is on the influence of VPOs on customers' complaints rather than the other way around.

The purpose of this paper is to investigate whether posting on Instagram contributes to empowerment and through what mechanisms.

A sample of 372 women instagrammers from Kuwait participated in the survey. LISREL 8.2 was used to perform confirmatory factor analysis and structural equation modeling, employing the maximum likelihood estimation method.

Instagram posts have direct and indirect effects on psychological empowerment. The indirect effect appears through two perceptual mechanisms: sense of self-efficacy and sense of community (SOC). The former provides women with a sense of mastery and control and the latter gives them the perception of belonging to a community that equips individual participants with a collective efficacy. Of the two mechanisms, the SOC plays a more significant role in creating psychological empowerment. Having a sense of virtual community, as opposed to participating in real ones, can act as catalyst in creating empowerment.

This study investigates the impact of a recent new technology, namely, Instagram, in regions where women are marginalized for generations. Instagram is important, because images, photo captions, short texts and hashtags are vital elements of communication in the present day. Furthermore, women are twice as likely to think highly of a brand that makes an empowering ad and are more likely to share, comment and like the ads.

The purpose of this paper is threefold: first, to test the direct influence of servant leadership (SL) on an organization’s serving-driven capabilities (S-DC). Second, to test the indirect effect of SL on employee customer-service behaviors and identification with their branch. Third, to determine the direct effect of an organization’s S-DC on employee customer-service behaviors and identification with the branch. Thus, the authors provide evidence of how SL influence serving-driven interaction capabilities that are later deployed to execute customer-oriented behaviors.

Survey data were obtained from a sample of 36 bank branches of one bank in the Middle East. Employees evaluated their manager’s SL behaviors, the six S-DC and their identification with the organization. In turn, managers assessed their employees on customer-service behaviors. Partial least squares path analysis was used to model the relationships.

Results indicate servant leaders’ behaviors are example, motivator and determinant of an organization’s S-DC. Employees not only adopt the S-DC by imitation but also as a mean to reciprocate the leader: serve your customers like the leader serves you. Other results and implications for managers are presented.

The study is of a cross-sectional nature therefore a causal effect of SL on S-DC cannot be determined. Second, the study is limited to one bank although several branches were randomly sampled. Third, the evaluations of the S-DC have been done by the employees rather than customers.

The S-DC concept provides ample opportunities for managers to enhance their interactions with employees and customers to improve their performance by identifying which capabilities to develop. Specifically, interactions that promote ethical, empowering, developmental relationships and that encourage genuine two-way communication and responds to individual needs.

The study is original in testing the mediating effect of a S-DC. The focus on individual and organizational capabilities is relevant because they have been touted as among the most important factors to explain the differences of company performances and competitive advantages

This study explores the impact of new technologies, such as simulation and virtual reality, on the pedagogy and learning of engineering students. It aims to compare the effectiveness of these digital tools against traditional teaching methods in enhancing student learning experiences.

Utilizing a quantitative research approach, the study involved third-year engineering students from the “Production Management” course at the School of Engineering of Vitoria-Gasteiz. Data were collected through an ad hoc questionnaire and analyzed using SPSS software, focusing on student satisfaction, challenges in adopting new technologies and the evolving roles of students and teachers.

The research highlighted several key aspects. Firstly, it identified the need for adapting teaching methods to incorporate new technologies effectively. Secondly, the integration of simulation and virtual reality was found to facilitate a deeper understanding of real-world problems, as students could engage with these issues in a simulated, virtual environment. Finally, the study emphasized the importance of pedagogical approaches that leverage these technologies to increase student involvement and motivation. The results suggest a positive impact of digital tools on the learning process in engineering education.

The study’s scope was limited to one course within a single institution, suggesting the need for broader research across various disciplines and educational settings.

This research offers valuable insights into the integration of simulation and virtual reality in engineering education, underscoring their potential to enhance the learning experience and knowledge acquisition among students.

The purposes of this paper are to test sources of brand equity for online companies and to examine the role of selective internet marketing activities on the brand equity sources.

These objectives were pursued by testing the nomological validity of the model using structural equation modelling.

The paper finds evidence for the proposed sources of brand equity for online companies based on brand awareness and recognition, brand association (trust) and loyalty. The investigated antecedents namely functionality, fulfilment and customer service on line, significantly influence the sources of brand equity.

The study is cross‐sectional, the dimensions to measure sources and antecedents of brand equity may not be comprehensive enough. The stimuli represent only a few online retailers.

Businesses are well advised to invest resources in creating brand recognition, customer loyalty and trust. Both of these can be achieved by developing internet marketing efforts around functionality, fulfilment of the promise and customer service support.

The nomological validity of the measurement and structural models for companies that operate on the internet, constitute a modest contribution. It is believed that a model, which integrates both, creates a more systemic view of brand equity. Apart from this one, there is no other study measuring the impact of internet marketing activities on brand equity sources.

The purpose of this paper is to examine how consumers perceive the trustworthiness of halal certifications from various Muslim and non-Muslim countries, a topic highly disregarded despite the size of the market and the importance in penetrating the multibillion market.

A customized factorial design was employed to measure main effects of brand familiarity, country trustworthiness and country favourability and interaction effects.

Although Indonesia and Malaysia are Muslim countries, they are not perceived as trustworthy as others such as Saudi Arabia and Kuwait for the consumer product under study. The perception of trustworthiness of halal certification of origin explains the highest proportion of the variance in the preference for a product, followed by the interaction of country favourability and brand name country of origin (COO).

Managers of international companies should be aware that not all halal country certifications are equally perceived as trustworthy therefore, they should seek alliances, with institutions in markets where they seek to penetrate.

The procedure for certification considers the whole value chain rather than just simple ritual of slaughtering. Managers have a big responsibility to produce their products according to the expected standards (and this goes beyond the simple slaughtering ritual) and make sure that all employees understands the importance of such adherence.

Muslim consumers’ preferences vary according to the COO of halal products, even within Muslim countries therefore, halal certification country-of-origin is a sensitive social concern.

This research is based on COO and brand familiarity frameworks, and it extends the knowledge in a context (halal products) not frequently explored.

The purpose of this paper is to investigate the percentage of generic inventory pharmacists have in stock, to comprehend why pharmacists in Jordan recommend and dispense generic products.

In total, 104 pharmacists were surveyed using a structured questionnaire. The questionnaire contained statements about perception of generic products, inclination to recommend generic products, importance of promotions, factors influencing a recommendation, stock of generics, and among others. Correlational and discriminant analyses were used to establish associations between variables to distinguish characteristics between groups.

More than half of the Jordanian pharmacists sampled carry between 20 and 39 per cent stock of generic drugs and 46 per cent carry more than 40 per cent stock. One‐third (33 per cent) substitutes branded products by generic ones and slightly more (36 per cent) recommend more generic than branded products as opposed to those who recommend more branded products (24 per cent). Male pharmacists (49 per cent) tend to recommend more generic products than do females (24.6 per cent) and those who recommend more branded products are more influenced by sales visits rather than manufacturer's name or bonuses.

The paper provides valuable information about the pharmaceutical industry in Jordan and the empirical study adds insights from pharmacists about generic medicine.

The purpose of this paper is to understand the factors that influence attitudes toward counterfeits, and the intention to purchase these illegal products in a Muslim country.

In total, 401 participants completed a questionnaire that contained 41 statements related to beliefs about counterfeited products such as risks, ethics and social norms. Confirmatory factor analysis and structural equation modelling were performed to test the measurement and structural models.

Value consciousness, performance risk (negative relationship), norms (subjective and descriptive) and ethical consciousness influence attitude. Previous purchase moderates attitude and intention. Attitude explains a considerable percentage of the variance of intention to purchase counterfeits. Beliefs explain attitude to a large extent.

There is a lack of product specification; also respondents were more educated than the population (73.3 per cent have a university degree).

People do not see themselves as being unethical in buying counterfeits, even in a religious environment and do not perceive prosecution risks. Government enforcement is important to alter these perceptions. Finding the right price that preserves a premium price for the brand and a perceived “fair” price may be the answer to the problem.

The paper describes a study conducted in an Arab Muslim and rich Middle Eastern country. Previous studies in Asian countries, less economically advantaged and with Muslim populations, have not related their findings to religious beliefs or ethical consciousness.