PurposeThe main purpose of this study is to explore how online food delivery (OFD) service quality influences customer satisfaction and customer loyalty.Design/methodology/approachA total of 307 useable data collected from existing users of OFD services in Malaysia are used to verify the proposed hypotheses through partial least squares structural equation modelling (PLS-SEM). Necessary condition analysis (NCA) is also conducted to identify the necessary conditions for customer satisfaction and customer loyalty.FindingsThe PLS results show that five dimensions of OFD service quality, including assurance, maintenance of meal quality and hygiene, reliability, security and system operation, are significant to customer satisfaction. Traceability is found to have no significant influence on customer satisfaction. Furthermore, customer satisfaction is a significant predictor of customer loyalty. The NCA results show that all dimensions of OFD service quality are necessary conditions for customer satisfaction and customer satisfaction is a necessary condition for customer loyalty.Originality/valuePast studies have mainly utilised the sufficiency logic to understand customer satisfaction and customer loyalty in the context of the OFD. This study is the first to perform NCA that relies on necessity logic to identify necessary conditions for customer satisfaction and customer loyalty.

PurposeThe demand for second-hand clothing has risen rapidly in the past few years. Yet, the understanding of the motivations of consumers buying second-hand clothing is very limited. The purpose of this study is to propose and empirically test an integrated model of the theory of planned behaviour and the theory of consumption values to explain consumers' intention to buy second-hand clothing.Design/methodology/approachData (n = 290) are collected from consumers in Malaysia and analysed by partial least squares structural equation modelling (PLS-SEM).FindingsResults of this study show that attitudes towards second-hand clothing, injunctive norms, descriptive norms, moral norms, and perceived behavioural control have a significant positive influence on consumers' intention to buy second-hand clothing. Furthermore, emotional value and environmental value are found to have a significant positive influence on attitudes. However, no support is found for the positive influence of social value and epistemic value on attitudes.Originality/valueThe study confirms that the integrated model is useful in explaining consumers' intention to buy second-hand clothing. Furthermore, this study also provides some valuable suggestions to practitioners.

PurposeAlthough the bubble tea market has been growing rapidly in recent years, not many studies have been conducted to understand why consumers revisit bubble tea stores. This study aims to understand consumers' intention to revisit bubble tea stores drawing on the theory of planned behaviour (TPB).Design/methodology/approachUsing the online survey method, data are collected from 166 bubble tea drinkers in Malaysia. Partial least squares structural equation modelling (PLS-SEM) is used to verify the hypotheses.FindingsThe findings indicate that attitudes, subjective norms and perceived behavioural control have a significant positive influence on revisit intention. In addition, product quality, price fairness and store atmosphere have a significant positive influence on attitudes. Support is not found for the positive influence of service quality on attitudes.Originality/valueThis study provides fresh insights into the factors that influence consumers' intention to revisit bubble tea stores with empirical data from Malaysia. Furthermore, this study also offers useful practical recommendations to bubble tea store owners or franchisers on how to retain consumers.

Purpose Using a combined Industrial Marketing and Purchasing’s network approach and institutional theory, this paper aims to explore why firms exploit dual marketing strategy that targets both the consumer (business-to-consumer) and business markets (business-to-business). This study uses the regulated housing market as its research context in examining how housing developers cope with government intervention when implementing a dual marketing strategy. Design/methodology/approach This study applies a qualitative case study research approach, using 19 in-depth interviews, from the purposefully selected industry actors within the housing market, observations and documents. Findings The findings uncover housing developers’ struggles in dealing with government intervention when they adopt a dual marketing strategy. When dealing with the regulated consumer market, developers formed an issue-based net with other competitors and used their association to bargain with the government for flexibility in public policy. When selling to the business market, in which the private investment club emerged as a powerful actor, they initiated strategic net and influenced property developers’ pricing and selling strategies. The findings also demonstrate that the restrictions imposed on the consumer market have a spillover effect on the business market, which reflects the contextual embeddedness of the two markets. Originality/value This study contributes to the understanding of how actors strategize and co-evolve when implementing a dual marketing strategy. It helps policymakers, business actors and other connected actors to understand the interactions of all actors within a network that affects each other’s decisions.

Purpose This study examines the institutional setting and decision-making structures among key industry actors in the Malaysian housing industry, using the IMP network approach and institutional theory as theoretical lenses. The purpose of this study is to uncover the role of NGOs, housing developers and the government at a collective level within a highly regulated housing market. This study uses “relationships” as the unit of analysis, focusing on triadic interactions of NGOs, housing developers and the government. Design/methodology/approach This study applies the qualitative case-study-research approach, using 20 in-depth interviews from the purposefully selected industry actors within the housing market, online observations and documents. Findings The findings suggest that NGOs play an influential role in housing-industry interactions and outcomes. In particular, the Real Estate and Housing Developers Association can influence the members’ decisions through supportive and disruptive actions. Originality/value This study contributes to our understanding of how NGOs interact with their regulator and housing developers and how these three parties co-evolve and respond to institutional demands in a housing market that is bound by a highly restricted housing policy. By understanding how actors interact within a network and how it affects each other’s decision, it may assist policymakers in formulating policies that can improve market efficiency. It also aids businesses in formulating their collective strategies.