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The purpose of this paper is to explore the key role of WhatsApp as WhatsApp-customer relationship management (w-CRM) for strengthening the relationship in the education sector. The paper is exploratory in nature.

A self-administered questionnaire was developed with 20 items for four latent constructs. The data were collected from the undergraduate and postgraduate students of Sri Sri University, Cuttack (Odisha), India, based on convenience sampling. The hypotheses were tested through regression and correlation analyzes.

The findings of the study unveiled that the relationships between students and teaching staff, students and non-teaching staff, and teaching and non-teaching staff can be strengthened by the adoption of w-CRM.

WhatsApp can be an inevitable tool to emerge with traditional CRM system to facilitating the advance implementation of w-CRM in the service industry.

Although the present study is limited to one of the service sectors, i.e. education, it unfolds the scope of implementation of w-CRM in different services. Especially, small and medium enterprises can implement this tool hand to hand to maintain strong relationships with customers.

The present study aims to examine whether leisure time posts shared on WhatsApp status drive to travel and tourism consumption among users.

In this study, discriminant analysis was employed to test hypotheses and identify essential factors.

The study indicated that the eight most contributing factors are expressing happiness, planning leisure time, views and comments, attractiveness, inquiring about places, preferring to post, nice way of expression and relax. These factors came from the latent variables of attitude, motivation and self-expression. Overall, the main influencing factors are internal (attitude and motivation), followed by an external factor i.e. self-expression. Additionally, the findings indicated that these significantly and positively impact travel and tourism consumption.

The discriminators identified in the study would guide tour and travel agencies and the agencies' managers on how best to adopt WhatsApp and WhatsApp's status application to influence aspiring travelers.

This study enlarges the existing literature by integrating three factors, attitude, motivation and self-expression, into a model to influence the behavioral outcomes of aspirational travelers using WhatsApp status.

The current study employs text mining and sentiment analysis to identify core banking service attributes and customer sentiment in online user-generated reviews. Additionally, the study explains customer satisfaction based on the identified predictors.

A total of 32,217 customer reviews were collected across 29 top banks on bankbazaar.com posted from 2014 to 2021. In total three conceptual models were developed and evaluated employing regression analysis.

The study revealed that all variables were found to be statistically significant and affect customer satisfaction in their respective models except the interest rate.

The study is confined to the geographical representation of its subjects' i.e. Indian customers. A cross-cultural and socioeconomic background analysis of banking customers in different countries may help to better generalize the findings.

The study makes essential theoretical and managerial contributions to the existing literature on services, particularly the banking sector.

This paper is unique in nature that focuses on banking customer satisfaction from online reviews and ratings using text mining and sentiment analysis.

The purpose of this paper is to examine customers’ behavioural outcomes based on the actual attitudinal responses of mobile marketing initiatives.

A total of 764 usable responses was included through a non-probability convenient sampling method. The data used in the study gathered from mobile users of 37 cities from nine states across India. The analysis of moment structures 22.0 and SmartPLS 3.0 statistical programmes were used for measurement validation and to test the structural model.

The study indicated that mobile marketing had a more significant effect on customers’ negative attitudes and followed by on positive attitudes. Despite the strong significant effect on customers’ negative attitudes, it does not display more significant effect on negative behavioural outcomes. Finally, the study suggested that customers’ positive attitudes display more favourable behavioural outcomes of mobile marketing initiatives.

The paper would help the mobile marketers and advertisers to understand the impact of mobile marketing initiatives on customers’ attitudes and behavioural outcomes and how it can be managed to ensure the higher level of adoption and acceptance.

The results of the analysis indicated that when the users have favourable attitudes of mobile marketing initiatives, it can be highly effective in triggering of favourable behavioural outcomes.

The purpose of this paper is to identify the traditional practices in the modern banking system (MBS) and examine the effects of these on employee response, customer reactions and customer loyalty, in the context of public sector banks in India. The study also investigates the effects on customers of employees’ use of traditional banking practices in the MBS.

A total of 460 usable responses were gathered from customers of seven public sector banks in Bhopal (MP), India. The study scales were refined and validated by exploratory factor analysis and confirmatory factor analysis.

The results indicated that the MBS utilising traditional practices (MBSTP) significantly influences unfavourable employee responses, customer reactions and loyalty. In addition, employee responses in MBSTP motivate and generate unfavourable reactions of customers, which further influence their loyalty adversely towards public sector banks.

The identified traditional practices with MBS are expected to bring clarity to the issue of employee response, customer reaction and loyalty. This would help the management of banks.

The results of the analysis indicated that public sector banking services are facing the internal challenges by its own service processes and employees’ behavioural intentions.

The Olympic Gold Quest (OGQ) was founded as a Non-profit to support Indian athletes in their quest to win Olympic Gold medals by bridging the gap between the best athletes in India and in the world. The support from OGQ has been instrumental to India in winning its highest number of medals at any summer Olympics. Buoyed by this success, OGQ has set up a target of achieving eight Olympic medals at the 2016 Rio Olympic Games. With OGQ relying on donations to support the athletes, the challenge is to market the Olympic cause by creating, communicating, and delivering the right offering for its donors.