The basic objective of this study is to analyse the direct and indirect impacts of standardization and customization on customer satisfaction and loyalty through service quality. The service quality has two dimensions: technical quality and functional quality. A framework is developed by extending Grӧnroos' model of service quality by including the antecedents of service quality. A questionnaire-based survey collected data from 315 customers of three service industries: healthcare, hospitality, and education. The data was analysed and the model validated using PLS-SEM. The findings show that: (1) integration of standardization and customization of service offerings is critical for improved service quality; (2) standardization has higher impact on service quality when compared to customization; (3) functional quality has higher impact on customer satisfaction when compared to technical quality; and (4) customer satisfaction has a significant effect on customer loyalty. The contribution of this study is the development of an integrated framework to analyse the roles of standardization and customization on service quality.

Innovation leaders must possess multiple attributes in order to effectively manage the increasing demands for innovation in many facets of business organizations, especially in influencing creativity and innovation. Research findings have indicated that the behaviours of innovation leaders differ from the leadership behaviours that are deemed sufficient in conventional leadership situations. However, the literature on leadership suggests that there remains a research gap-what are the attributes required of successful innovation leaders?-That warrants a study to determine more precisely what those attributes are. A review of the current literature indicated that innovation leadership is a multi-leadership phenomenon consisting, inter alia, of charismatic leadership, transformational leadership and innovation leadership attributes and competencies. This paper discussed the innovation leadership attributes as portrayed in the literature, thereby providing a firm, structural foundation for researching the components of innovation leadership and providing insights to define the construct and, ultimately, to develop a psychometric measure.

This study looks into the determinants of purchase intention on counterfeit sportswear based on Theory of Reasoned Action. This is a cross-sectional study and purposive sampling was applied. Survey data was collected from 200 respondents aged below 30. Using Partial Least Square Structural Equation Modeling (PLS-SEM), result indicated that attitude influences purchase intention on counterfeit sportswear, where attitude is predetermined by materialism and subjective norms but not integrity. Creating an environment which disfavor the attitude towards counterfeits is important in curbing counterfeits consumption issue.

This paper describes how the CEO of an organization can effectively manage the organization by using the identified sources of power, and the various techniques of gaining power in an organization. Often, an organization fails because of insufficient attention paid to how power is managed and deployed. This paper identifies and discusses the power dynamics in organizations, the possible sources of political conflicts at work, and how to solve such issues when they arise. It also discusses the best influence tactics that can be wielded by a CEO to provide guidance, the direction that such influence should take and on which group of people. The authors suggest that the best way to manage employees as a CEO is by becoming a storyteller. This "storyteller" metaphor suggests that CEOs should always focus on creating friendly and interactive environments, rather than tense environments, in which the storyteller (CEO) always engages the audience and makes them feel at ease. It asserts that legitimate and coercive sources of power are no longer advantageous.