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PurposeThe paper aims to investigate the cultural and implementation organisational capabilities that contribute to provision of superior customer values through operationalising customer value from both the business and customer perspectives.Design/methodology/approachTwo samples were developed: one for hotel managers (n=231) and the other for hotel guests (n=385). Data for the organisational capabilities were collected from managers; data for customer value were collected from both managers and customers. Two models were tested with respect to the relationship between cultural capabilities and implementation on customer value.FindingsThe results indicate that, among the cultural variables, integrated market orientation and intrapreneurship are significantly and positively related to customer value. The implementation capabilities, human resources practices and innovation are significantly related to customer value as seen by managers, but none of these was significant when regressed on customer value as experienced by customers.Research limitations/implicationsA test of measure equivalence would be desirable to establish whether customers and managers in responding to questions on customer value use the scales equivalently.Practical implicationsThe study suggests that managers should adopt the customer's perspective as a useful guide to resource deployment and a potential source of sustainable competitive advantage. This enables organisations to invest in capabilities valued by customers.Originality/valueThe value of the paper lies in obtaining data for all the independent variables from managers, and data for the dependent variable, i.e. customer value, from both managers and customers, hence limiting common method bias.

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Manuscript type: Research Article Research Aims: To examine the drivers of repurchase intention and test the difference between male and female consumers on the relationships between consumption value, satisfaction, and repurchase intention. Design/methodology/approach: This study employs a descriptive research design. Data were collected from 214 consumers who purchased food from the restaurant using the online application. Structural Equation Modeling has been employed to test the proposed hypotheses. Research Findings: This study finds that repurchase intention is driven by perceived consumption value and satisfaction for all consumers. The result suggests that male and female consumers perceived different perceptions of the relationships between consumption value, satisfaction, and repurchase intention. Theoretical Contribution/Originality: The findings of this study contribute to the body of knowledge in marketing literature by enlarging the linkage between consumer behavior and market segmentation theory. Understanding market segmentation, specifically based on gender differences, will help marketers formulate a better marketing strategy relevant to the market's characteristics. Practitioner/Policy Implication: Restaurant managers are suggested to increase their delivered consumption value, including functional value, social value, emotional value, safety value, and information value. Website providers are encouraged to increase delivered emotional value for consumers as they seek convenience in delivery service, transaction, and payment. Research limitation/Implications: This study was conducted in Indonesia using cross-sectional data; therefore, future research might replicate and enlarge the model of study to be implemented in a cross-cultural context using a longitudinal approach.

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This study aims to examine the experience of several Muslim married couples when they have their first child. Some aspects that will be explored are related to feelings, expectations, and factors that support the views and practices of husbands and wifes’ parenting for their first child. This study applies a narrative inquiry approach by collecting data using a semi-structured interview technique, where the participants' narratives are analyzed thematically. Bronfenbrenner's ecological theory and a review of Islamic teachings are the references in the discussion of this study. The results show that the dynamics of emotions, expectations, and strategies are carried out by each couple when they have their first child. This study contributes to the views and practices of Muslim married couples, as well as insight into the importance of cooperation, communication, and support from the social environment for married couples in facing the new experience of welcoming their first child into the family. This research involves young married couples from various cultures in Indonesia to see variations in emotional dynamics and forms of support that can be used as a basis for further research.