Background and aims: The primary objective of the present study was to investigate which cell-phone activities are associated with cell-phone addiction. No research to date has studied the full-range of cell-phone activities, and their relationship to cell-phone addiction, across male and female cell-phone users. Methods: College undergraduates (N = 164) participated in an online survey. Participants completed the questionnaire as part of their class requirements. The questionnaire took 10 and 15 minutes to complete and contained a measure of cell-phone addiction and questions that asked how much time participants spent daily on 24 cell-phone activities. Results: Findings revealed cell-phone activities that are associated significantly with cell-phone addiction (e.g., Instagram, Pinterest), as well as activities that one might logically assume would be associated with this form of addiction but are not (e.g., Internet use and Gaming). Cell-phone activities that drive cell-phone addiction (CPA) were found to vary considerably across male and female cell-phone users. Although a strong social component drove CPA for both males and females, the specific activities associated with CPA differed markedly. Conclusions: CPA amongst the total sample is largely driven by a desire to connect socially. The activities found to be associated with CPA, however, differed across the sexes. As the functionality of cell-phones continues to expand, addiction to this seemingly indispensable piece of technology becomes an increasingly realistic possibility. Future research must identify the activities that push cell-phone use beyond its “;tipping point” where it crosses the line from a helpful tool to one that undermines our personal well-being and that of others.

Purpose -In recent years, organizations have been forced to compete in a new environment and to become more innovative, provide more quality and respond more effectively to consumers' needs and preferences. Within this context, the main objectives of this research are to propose scales and study the existing relationships among innovation, Management System Standards (MSSs) Integration and customer satisfaction in order to help organizations to manage these elements and increase their performance. Design/methodology/approach -Data for this study derives from a survey carried out in 76 Spanish organizations registered to at least both ISO 9001:2008 and ISO 14001:2004. An Exploratory Factor Analysis (EFA) and Structural Equation Modelling (SEM) are utilised to assess and confirm the proposed scales validity and the relationships of the research model. Findings -The conceptual model finds significant support based on the empirical study. Three of the four dimensions of innovation and the four dimensions of MSs Integration are confirmed. Besides, the findings show that the integration characteristics are positively related to innovation and satisfaction, whereas, innovation is only partially linked to satisfaction. Originality/value -This study, which aims to shed light on the integration characteristics, is the first to propose a model that links the three concepts of integration, customer satisfaction and innovation together. These are relevant issues for the competitiveness of companies, willing to increase their performance, especially for companies which have implemented several ISO based systems, which have become a key part of the organisation's lifeline and a prerequisite for survival in the twenty-first century.

The purposes of this study are twofold: (i) to propose and apply scales to measure service quality and service recovery in the setting of electronic banking (e-banking) services; and (ii) to examine the impact of electronic service quality (e-quality) and service recovery (erecovery) on loyalty (e-loyalty) in the setting of e-banking services. An online questionnaire is used to survey 428 Spanish customers of e-banking services (123 of whom have reported a service failure) using modified versions of the E-S-QUAL and E-RecS-QUAL scales (Parasuraman et al., 2005). The data are analysed by exploratory factor analysis to: (i) test the applicability of the scales to the setting of online banking services: and (ii) generate and test a model of equality , e-recovery, and e-loyalty using structural equation modelling (SEM).

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PurposeThis paper first proposes scales to evaluate customers' perceived service quality in public transport then identify the demographic characteristics factors that may influence customer perceived service quality and as well as to identify any customers' perceptions differences between the subcategories. Design/methodology/approachManager interview and random sampling method were used to survey 288 consumers of buses public transport. Exploratory and confirmatory factor analyses were used to confirm the scale validity. Thereafter, Structural Equation Modeling, Mann-Whitney U and Kruskal-Wallis tests were used to asses the causal paths and the service quality perceptions differences among the subgroups. FindingsThe three dimensions of functional, convenience and physical environment quality were confirmed as underlying factors to assess customer perceived quality in public transport setting. Age and owning a driving license are factors that directly and positively affect service quality whereas education was negatively related to perceived quality. In contrast, the relationships between being a car user, gender and perceived quality were not supported. The results also showed that younger commuter appears to have lower perceptions of service quality as compared to adults. However, the current study does suggest that people with university education and above may be a better audience for advertising appeals focusing on one of these three significant dimensions of service quality. Originality/ valueThis study adds theoretical knowledge on how to assess opinions accurately of customers' perception of service quality in public transport services as well as to provide good insight on the direct role of demographic characteristics on customers´ perceived service quality.