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The purpose of this paper is to follow a comparative framework to investigate the effects of outcome quality on loyalty through the mediating role of perceived value in four-star hotels and five-star hotels.

Following a review of the literature, some hypotheses were formulated to examine the effects of outcome quality on attitudinal loyalty and behavioral intention through the mediating role of perceived value. The data guiding the comparative analysis were collected from two groups of visitors staying either in four-start or five-star hotels. The sample included 356 international tourists who stayed overnight in four- or five-star hotels in Kuala Lumpur, Malaysia. Structural equation modeling was used to analyze the data.

Analyzing the data obtained helped to construct three models. In the first model, the effects of outcome quality on attitudinal loyalty and behavioral intention through the mediating role of perceived value in both group of customers was analyzed. In the second model, the effects of outcome quality on behavioral intention through the mediating role of perceived value were compared across the two groups. In the third model, all dimensions of attitudinal loyalty and behavioral intention were combined into one single variable called composite loyalty.

In the first model, the (in)direct effect of outcome quality on both of the dimensions of loyalty (attitudinal loyalty and behavioral intention) was confirmed through perceived value as the mediating variable. The results of processing the second model showed that the impact of outcome quality on behavioral intention was greater in the four-star hotels clients, whereas the effect of perceived value on behavioral intention was greater in the five-star hotels visitors. The third model revealed that the (in)direct effect of outcome quality on composite loyalty through perceived value was greater in the four-star hotels clients than that in the five-star hotels clients.

Loyalty has become the most important strategic aim in the hotel industry. The purpose of this paper is to obtain an empirical understanding of loyalty in the Kuala Lumpur hotel sector.

The dimensions of service quality as perceived by hotel customers were identified through the literature review. Hypotheses were formulated and tested to: examine the effects of process quality and outcome quality on perceived value, tourist satisfaction, and tourist loyalty; and to determine if perceived value and tourist satisfaction play a mediating role in the effect of process quality and outcome quality on tourist loyalty. In this study, the sample was 417 respondents from the international tourists who stay at least one night in four- or five stars hotels in Kuala Lumpur. Collected data were analyzed by structural equation modeling.

The statistical findings supported a relationship between process quality and outcome quality with perceived value and tourist satisfaction, and tourist loyalty with perceived value and tourist satisfaction. The results also indicated that process quality and outcome quality did not have a direct effect on tourist loyalty. Perceived value and tourist satisfaction mediated the relationship between process quality and outcome quality with tourist loyalty.

The finding of this study proposed that the hoteliers targeting international tourists with service quality including process and outcome quality should focus more on these factors to build loyalty. For instance, the tangible, responsiveness, reliability, empathy, assurance, and convenience as the dimensions of process quality and valence, waiting time, and sociability as the dimensions of outcome quality should meet the needs of the international tourists, therefore increasing tourist loyalty through perceived value and tourist satisfaction.

Mobile banking or m-banking enables consumers to carry out their banking affairs with the help of mobile devices. Mobile-user banking interactions in the context of technology services create opportunities for positive experiences that can nurture trust, foster brand equity and eventually lead to long-term relationship building. The purpose of this paper is to examine the concepts of m-banking customer flow experiences and their role in affecting customer intention in the continued use of m-banking.

To achieve this main objective, a research model was developed by taking theoretical backgrounds and specific characteristics of m-banking into consideration for testing. The study to test this model was carried out in Iran, a developing country in the Middle East.

Results of the PLS-SEM analysis of 927 bank customers showed that the flow experience is positively influenced by both hedonic and utilitarian features. While, flow experiences influence trust and brand equity, individual mobility has a stronger effect on the intention to continue the use of m-banking compared with trust, flow experience and brand equity.

The current research provides various useful insights into customer engagement for conducting banking tasks via mobile technologies. Managers and decision makers can take into account the following insights to enhance positive flow experiences and loyalty intention of customers toward m-banking.

The purpose of this paper is to determine which criteria should be taken into account while choosing face masks for pandemic times and to what extent their effects are.

Nine face mask alternatives were evaluated based on the assessments of their performance with respect to twelve attributes. Seven experts were asked to evaluate the mask alternatives and the influences among attributes. In gathering expert judgments, spherical fuzzy number-based linguistic terms were utilized in the study to provide a more comprehensive representation domain to them.

According to the results, the most important attributes are found as material type, cost and bacteria–virus protection level. The best face mask is N95, which is followed by respirators and surgical masks.

The implication of the research is to evaluate face masks in terms of criteria such as physical, performance, protection and cost to decide on what basis they were selected as a personal protective equipment (PPE) based on expert assessments. This is useful in selection of the right face mask with optimum performance and provides guidance to the general public and profession specific groups for this purpose. The face mask companies might be also benefitted from the implications of the present study in their design and research and development (R&D) operations.

The preference ranking of the face mask alternatives has not been studied in detail yet in the literature. Focusing on this issue, the present study provides a comprehensive assessment of the selection criteria of face masks in the pandemic era.

This paper aims to use the second law of thermodynamic to evaluate the potential of gear-ring turbulator in a three-dimensional heat exchanger tube. Accordingly, a numerical simulation is performed to obtain the irreversibilities in a three-dimensional heat exchanger tube equipped with some gear-ring turbulators for turbulence regime.

A numerical simulation is performed to obtain the irreversibilities in a three-dimensional heat exchanger tube equipped with some gear-ring turbulators for turbulence regime. The analysis is carried out based on shear stress transport (SST) k-ω turbulent model. The influences of different parameters containing tooth number, free-space length ratios and Reynolds number on frictional and thermal irreversibilities and Bejan number are discussed.

The results indicated that the thermal irreversibility reduces by decreasing the tooth number. For example, the thermal entropy generation decreases about 25.81 per cent by decreasing the tooth number in the range of 24 to 0 at Re = 6,000. Moreover, the frictional entropy generation decreases by increasing the tooth number as the gear with more tooth number causes a lower flow disturbance.

The present study arranged a numerical work to study the potential of a gear-ring turbulator in a heat exchanger tube from first and second laws of thermodynamic viewpoint. The turbulent flow is considered for this problem. The literature review showed that the usage of a gear-ring turbulator in a heat exchanger tube is not investigated from the second law of thermodynamic viewpoint by previous studies. As a result, the influences of different parameters containing tooth number, free-space length ratios and Reynolds number on frictional and thermal irreversibilities and Bejan number are discussed.