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The purpose of this paper is to construct a model for factors that affect on‐line consumer behavior intentions and post‐purchasing behavior by: integrating the decomposed theory of planned behavior, technology acceptance model, and relationship quality; identifying the difference of industries in their effect on consumer behavior; and inferring management implications from implementing empirical data analysis based on the structural equation model.

The paper investigates samples of banking and travel agents' customers in Taiwan, selected from four metropolitan areas, using stratified random sampling and LISREL hypotheses testing.

The paper finds differences in the management of banking and tourism industries, regarding professional “brand image”; the affect of “subjective norm”; “perceived risk” and “gap of perceived service quality.” “Product involvement” has no significant influence on “actual behavior”. Intervening variables such as product attribute, personal character of consumers exist in the relationship of product involvement and actual behavior.

The paper combines different theories and discusses many variables, so the verification and explanation of this study model may not be complete enough. It is suggested that researchers may aim at a single theory and discuss fewer variables to give a more comprehensive and deepened argumentation.

This paper gives very useful, practical marketing suggestions for person‐based services.

The value of this paper lies in its presentation of a model for factors that affect on‐line consumer behavior intentions and post‐purchasing behavior.

The purpose of this paper is to discuss the effect of the difference between the consumer's expectation and perception of service quality on post‐purchase behavior intentions, and the effect of the consumer's personality traits and the enterprise's service recovery strategy as intervening variables on post‐purchase behavior intentions of consumers.

A sampling survey is carried out among customers of the top ten banking industries in Taiwan. A convenient sampling survey is carried out among customers of the top ten banks. A total of 243 effective samples are returned.

The result shows that the smaller the difference between expectation and perception of service quality is, the more the consumers will show their loyalty in post‐purchase behavior; the bigger the difference between expectation and perception of service quality is, the more the customers will make complaints and convert to other brands. When the difference is bigger between customer expectation and perception of service quality, the personality trait of external control orientation may prevail over the personality trait of internal control orientation.

Intangible service is the core product of banks, but it is easily copied by competitors. Therefore, creation of brand image and improvement of goodwill are important for the establishment of uniqueness and distinguishability of a bank.

Service recovery is one of the major factors that influence the sequential actions of consumers. Service quality does not directly influence the sequential attitude and behavior of consumers; other intervening variables that exert direct influence exist.

This paper fulfils an identified information need and offers practical help to the service industry.

Previous research is mainly devoted to value connotations obtained from the physical environment, rather than the effect on experience value from the perspective of customers' self‐efficacies and involvement. This paper attempts to combine multivariate statistical analysis and nonlinear fuzzy neural network model for data analysis.

Convenience sampling was adopted to investigate the employees from dozens of hi‐tech enterprises in the Hsinchu science‐based Industrial Park and Tainan Science‐based Industrial Park.

Customers' involvement levels have a positive effect on experience value; customers' positive moods have stronger positive effect than negative moods; customers' experience value may vary due to different environmental atmospheres and self‐efficacies.

The investigation for the employees of a hi‐tech industry may deduce different implications due to various parent samples or sampling errors. So, subsequent research may perform a comparison of different regions or industries. Only 179 out of 500 samples are collected in this research. The relatively low‐recovery rate is attributed to the inclusions of numerous items in the questionnaire. This paper discusses transversely the predisposing influential factors of experience value.

The empirical results show that the fuzzy neural network model could measure the relationship of variables more accurately and also eliminate the existing restrictions, making it suitable for social science sectors such as business management.

Previous researches highlight the experience value of playfulness in the tourism industry, but little attention has been paid to the combination of education and playfulness along with self‐efficacy.

The purpose of this paper is to analyze integrally the effect of factors, such as management behavior, organizational climate, and self‐efficacy, on shaping the customer‐oriented behavior of employees, and verify the assumptions based on the linear multivariate statistical analysis and non‐linear fuzzy neural network model.

The top‐five life insurance companies (based on the percentage of market share) in Taiwan were selected as the population, to verify the assumptions based on the linear multivariate statistical analysis and non‐linear fuzzy neural network model.

The results showed that managers who emphasize self‐efficacy are more inclined to customer‐oriented behavior under intrinsic motivation than extrinsic motivation, and both the self‐efficacy and organizational climate have positive and significant effects on the customer‐oriented behavior of employees.

The empirical data relevant to the self‐efficacy and organizational climate of this study are acquired transversely and may not actually reflect the experience and perception of interviewees. The results of this empirical study are inferred from questionnaires returned by the sales managers of five life insurance companies. Since the representativeness of the samples is inadequate, the generality, expandability, and persuasiveness of the result need to be enhanced.

This study confirms that internal marketing must be executed successfully to ensure satisfactory performance of external marketing, and the creation of good organizational climate is especially important.

The empirical analysis in this paper reveals that obedience, interpersonal relationships, comity, patience, and being contented are all aspects of value orientation. This paper offers practical help to managers to provide subordinate professional training.

This research aims to investigate and identify knowledge transfer (KT) enablers within the developing country of Ghana. These enablers act as mechanisms to stimulate knowledge creation, knowledge protection and build effective knowledge-sharing (KS) behaviour in construction companies – consequently, they are crucial to business survival in a globally competitive market.

A perception questionnaire survey was used to elicit responses from construction practitioners using purposive and snowballing non-probability sampling techniques. Summary statistical analysis and a chi-square test was used to uncover relationships between the independent and dependent variables.

An empirical examination of data collected indicated that knowledge strategy, organizational culture, information technology and knowledge leadership as knowledge enablers have a significant positive relationship with KT. Future research is however required to measure transfer within an organization vis-à-vis measure perception of such.

The work presents a rare glimpse of the relationship between knowledge enablers and KT (particularly in a developing country context) and as such provides utility to policymakers and construction firms to enhance their knowledge capabilities.

The purpose of this paper is to examine the relationship between tourism service quality and destination loyalty through investigating the mediation effect of destination image in the Dead Sea tourism destination, Jordan, from international tourists perspectives. The paper also investigates the tourism service quality dimensions from international tourists’ viewpoints.

A structured and self-administered survey was used targeting international tourists who were visiting the Dead Sea tourism destination, Jordan. The authors delivered 300 questionnaires to international tourists from which 237 were retained and valid for the analysis. A series of exploratory and confirmatory factor analyses were performed to assess the research constructs dimensions, unidimensionality, validity and composite reliability. Structural path analysis was also used to test the hypothesised relationships of the research model.

The empirical findings indicate that tourism service quality is, in fact, a four-dimensional (4D) construct as opposed to five as proposed by the original hypothesised model. The 4D model consists of four facets: assurance-responsiveness, tangible facilities-empathy, reliability and reliability-quality of directions. Also, the results indicate that brand image loaded onto two dimensions named as “physical environment” and “people characteristics”. The structural findings indicate that the four dimensions of tourism service quality have positively and significantly affected destination image. Further, brand image has positively and significantly affected destination loyalty. Finally, destination image fully mediates the relationship between tourism service quality and destination loyalty.

This paper has examined only five dimensions of tourism service quality that affected destination loyalty directly and indirectly; meanwhile, other service quality dimensions such as technical quality may affect both destination image and destination loyalty. Further, destination image is the only mediator investigated in this paper. Other consumer-based brand equity factors such as brand salience my act as another mediator. Also, this paper investigated international tourists’ perspectives in the Dead Sea tourism destination only, which means that its generalisation to other tourism destinations is limited. Therefore, comparative studies inside and outside Jordan’s tourism destinations are potential areas of future research. Other limitations and future research areas are also outlined.

The paper highlights the strategic importance of brand image on the relationship between tourism service quality and destination loyalty. Tourism service quality acts as an antecedent to brand image and the later is essential to destination loyalty. In other words, brand image of the physical environment and people friendless and kindness are the critical linkage that create destination loyalty. Further, an integrated model of tourism service quality, destination image and destination loyalty is required by tourism organisations operating in the Dead Sea destination to win international tourists again.

This paper represents one of the very few attempts that investigate tourism service quality and destination loyalty through understanding the mediating role of brand image in the Dead Sea destination. Accordingly, it should shed more light into the strategic role of brand image dimensions and how they affect destination loyalty. Further, the paper is the first of its kind to investigate an integrated model of tourism service quality and destination loyalty from international tourist perspectives in Jordan. The main issue here is that tourism organisations operating in the Dead Sea tourism destination have now valuable empirical evidence concerning the drivers of destination loyalty in an integrated manner.