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PurposeThe main purpose of this paper is to highlight the significance of service quality factors on customer retention within the Australian traditional and automated banking contexts.Design/methodology/approachThe relative importance of traditional and automated service quality factors on customer retention was examined with the intention of determining which indicator factors are likely to have a significant impact on customer retention. The paper then proposes a conceptual model of the relationship between service quality factors within the two contexts and customer retention. AMOS 5 was used to test for the hypothesized relationships.FindingsAll of the traditional service quality factors have positively influenced customer retention. Conversely, this paper finds that automated service quality in general has no positive significant influence on customer retention.Research limitations/implicationsThis research was applied to the financial institutions in Queensland, Australia. Further testing of the proposed conceptual model across different industries and countries is needed to determine the generalisability and consistency of this study's findings.Practical implicationsThe proposed model of retention prediction has the potential to help Australian bank managers to strengthen the customer‐bank relationship and, ultimately, to enhance customer retention ratios.Originality/valueThe key contribution of this paper is a conceptualisation of customer retention predictors that takes into account both traditional and automated service customer interactions with banks.

Purpose – The purpose of this study was to test how customers’ personality traits affect the importance of service quality in triggering customer loyalty. Design/methodology/approach – A survey was used to collect information from respondents about their attitude toward and experiences with their primary bank. The same survey was also used to explore respondents’ personality traits. AMOS 18 was used to test the hypothesized relationships. Findings – The findings, consistent with the literature, show that the overall quality of service affects customer loyalty. Services quality plays significant and more important role in triggering customer loyalty for customers that tend to be low on most of the five personality traits. For customers high on most of the personality traits, quality plays less of a role in triggering customer loyalty. Practical implications – This study demonstrates how bank managers could use their customers’ personality traits to offer the best services and, ultimately, foster stronger relationships. Originality/value – Very few papers speculated and non-tried to investigate the effect of customers’ personality traits on the quality-loyalty relationship within the context of retail banking. Thus, this paper fills this gap.

Purpose -The main purpose of this paper is to highlight the significance of TAM factors in the light of some external factors on students' e-retention and the mediating role of e-satisfaction within United Arab Emirates (UAE) e-learning context. Design/methodology/approach -The relative importance of TAM factors was examined, as well as enjoyment and blackboard design on students' e-satisfaction and e-retention. The survey was designed and administrated using face-to-face method. Data were collected from a convenient sample of students who use blackboard system. AMOS 6 was used to test for the hypothesized relationships. Findings -Perceived usefulness has a direct and positive relationship with students' e-satisfaction and e-retention while perceived ease of use has only a direct relationship with students' e-retention. Design features and enjoyment have only a significant relationship with students' e-satisfaction without any direct relationship with students' e-retention. Finally, students' e-satisfaction has a direct relationship with students' e-retention. Research limitations/implications -This research has only surveyed students from one university in UAE. Further testing of the proposed conceptual model across different industries and countries is needed to determine the generalisability and consistency of this study's findings. Practical implications -The proposed model of students' e-retention prediction has the potential to help UAE university managers to understand some of the factors influencing students' behaviours and attitudes toward e-learning systems. This will lead to improving the education quality within the context of UAE. Originality/value -This paper is a significant trial in how TAM factors and other external factors might influence students' e-satisfaction and e-retention within UAE e-learning context.

Purpose This study aims to examine a moderated mediation model that explains how abusive supervision influences employees’ capacity to satisfy customers (via their silence behavior) and how a customer-oriented work climate moderates the indirect influence of abusive supervision on frontline employees’ (FLEs) capacity to satisfy customers. Design/methodology/approach A time-lagged design was used to collect data from 335 FLEs of 57 hospitality organizations. A multilevel analysis was performed to test the hypotheses underpinning the study. Findings The findings revealed that employees are more likely to remain silent when they experience abusive supervision and this silence directly affects their ability to serve customers. The effect that abusive supervision has on silence behaviors is stronger when organizational customer orientation is low. Practical implications The study findings can provide hospitality managers with a better understanding of the complex relationship between supervisory behaviors and the organizational environment and how these factors influence employees’ discretionary behaviors (e.g. decision to intentionally withhold information) and capacity to serve customers. Originality/value The findings provide a novel contribution by explaining how abusive supervision affects hospitality employees’ capacity to serve customers and when this effect is more pronounced. These findings highlight that hospitality organizations need to understand that when leader behavior does not align with what is prescribed for a customer-oriented service climate, the benefits of a favorable work climate do not exist.

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