Purpose The purpose of this study is to investigate the impact of service recovery dimensions on customer satisfaction and, subsequently, on customer loyalty in the context of the hotel industry. Design/methodology/approach A self-administered questionnaire was distributed to 500 respondents who had the experiences of staying in the hotels in Malaysia. The structural equation modelling technique was used to study the relationship between the model and the developed hypotheses. Findings The findings revealed that service recovery dimensions are significantly related to customer satisfaction and have a positive relationship between customer satisfaction and customer loyalty. Practical implications As the main sector in the hospitality business, hotels play a vital role in the tourism industry. Therefore, the developments in tourism and hotels go hand in hand, as they are mutually dependent on each other. With significant yearly developments in the tourism industry and at a constant rate, hotel operators should reconsider their business strategies to achieve customer loyalty and sustain their businesses. In view of that, the findings of this study not only benchmarks better hotel services but also provides an improved understanding of service recovery that will effectively aid hotel operators in handling service failures; otherwise, customer dissatisfaction may occur if poor service recovery strategies are implemented. Originality/value The intense competition in the service industry has driven companies to place extra attention on service recovery so as to ensure continuous success. With a yearly significant development in the tourism industry at a constant rate, hotel providers (one of the major beneficiaries) are driven to reconsider their business strategies to achieve customer loyalty and sustain their business.

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Organizations today are operating in an environment in which little is certain, the tempo is quicker and the dynamics are more complex. The customer is central to the organization and assessing customer satisfaction is a vital element in any strategy for business performance improvement. This makes customer satisfaction a driver for survival, competitiveness and growth. The key determinant for a sustainable business is customer loyalty as loyal customers not only increase the value of the business, but they also enable businesses to maintain costs lower than those associated with attracting new customers. By creating and preserving customer loyalty, organizations develop a long term, mutually beneficial relationship with the customers. The purpose of the research is to study the factors that can assist a company to build a sustainable competitive advantage through the effective enhancement of customer satisfaction and ultimately customer loyalty. The proposed conceptual model consists of the different dimensions of product quality as the independent variables with customer satisfaction. Garvin’s eight dimensions of Product Quality in Performance, Features, Reliability, Conformance, Durability, Serviceability, Aesthetics and Perceived quality are dimensions of Product Quality that affect Customer Satisfaction which impacts Loyalty. The results provide insights to understand the dimensions of Product Quality that affect customer satisfaction and higher satisfaction leads to higher customer loyalty in the engineering industry in Malaysia.

As the number of tourists continues to grow globally, the hospitality industry players inevitably face more challenges. High competition among the competitors and emergence of new technologies such as online booking platforms make the competition more intense among players in the hospitality sector. The quality of services provided is undoubtedly crucial to the success of the hotel. Hence any service failure has to be addressed appropriately in order to maintain a high level of customer satisfaction and to keep the image of the hotel intact. It is therefore vital that service recovery programmes are carefully planned to meet various types of service failures which may inevitably occur. In this study, questionnaires were distributed to customers who had experienced service failures. The aim was to investigate the influence of service quality and service recovery on satisfaction, and ultimately the effect on customer loyalty. The research also tested the mediating effect of corporate image between the relationship of customer satisfaction and customer loyalty. The findings showed that both service recovery and service quality had a significant impact on customer satisfaction. Similarly, it was found that customer satisfaction induced customer loyalty towards the hotel operator. The result also showed corporate image mediated partially between the relationship of customer satisfaction and customer loyalty.

Purpose The purpose of this paper is to investigate the impact of five-factor model of personality on organizational commitment in the higher educational institutes of Pakistan. Design/methodology/approach Quantitative methodology was adopted to measure the impact of personality on organizational commitment. A structured questionnaire was e-mailed to the faculty members of the social science department of higher education institutes. SmartPLS software was used to run the structural equation modeling technique. Findings The findings showed that extroversion, agreeableness, and conscientiousness are positively linked to affective commitment (AC), and neuroticism and openness has negative association with AC. Furthermore, extroversion and agreeableness were found to be negatively linked to continuance commitment. A negative link between neuroticism and continuance commitment while no relationship between conscientiousness, openness, and continuance commitment was found. Research limitations/implications Results have several implications for the personality and commitment literature. First, study provided comprehensive empirical evidence regarding the dispositional basis of organizational commitment notably; the authors found that the Big Five personality traits as a whole are significantly associated with organizational commitment. Second, the current findings underscore the role of agreeableness in shaping organizational commitment. Agreeableness was the strongest predictor of both AC and continuance commitment. Agreeableness may be especially relevant for predicting employee outcomes that are reliant on strong interpersonal or social exchange relationships. As such outcomes are becoming more and more critical in employee, group, and organizational effectiveness. Originality/value In general, findings show that Big Five traits play an important role in understanding employee commitment to the organization. Consistent with previous studies on personality traits in the workplace, practitioners will benefit from considering all of the Big Five traits in their selection systems.

The study investigated the impact of personality traits on intrapreneurial behavior. Data was collected from 306 employees working in higher education institutions. Structural equation modeling technique was utilized with the help of SmartPLS software. The findings of the study revealed a positive association of extroversion, openness to experiences and emotional stability with intrapreneurial behavior, while a negative impact of conscientiousness, agreeableness on intrapreneurial behavior was recorded. The findings of this study have several implications in the context of HEIs. To enhance the intrapreneurial behavior in the higher educational institutes, the management of the institutions should take positive steps to ensure that employees have personality traits which have shown a significant impact on the intraprenuerial behavior in this study. One strategy top management could consider is that, at the time of recruitment, preference should be given to candidates with higher levels of extroversion, openness to experience and emotional stability. However, among all the traits, the most indicative marker is extroversions followed by emotional stability. Therefore, hiring employees with high levels of extroversion and emotional stability could facilitate more intraprenuerial behavior, which ultimately, will help improve the performance of HEIs. This study with its focus on the micro level foundations of intrapreneurial behavior is one of the first studies in the domain of intrapreneurship.

Purpose-The purpose of this paper is to shed light on the impact of organizational commitment (OC) on the intrapreneurial behaviour of the employees in higher educational institutes (HEIs) of Pakistan. Design/methodology/approach-This paper opted the empirical study using the survey approach. Structural equation modelling was used to analyse the questionnaires completed the Deans/Head of Schools, professors and associate professors of the 20 public HEIs of Pakistan located in the capital city, Islamabad. In total, 500 structured questionnaires were sent to the Deans/Head of Schools, professors and associate professors. A total of 306 responses were received. Findings-Affective commitment (AC) and normative commitment (NC) has a positive and significant impact on the intrapreneurial behaviour while continuance commitment (CC) is negatively associated with the same behaviour. Originality/value-This empirical study will contribute to the theoretical knowledge on intrapreneurship and OC in the public sector HEIs, which has been neglected in entrepreneurship research.

Purpose-The purpose of this paper is to establish and test the role of religiosity, ethnicity, individual basic values, and consumer innovativeness in influencing consumer acceptance of novel products. This paper specifically addresses: the driving force of religiosity and ethnicity and mediating roles of individual basic values and consumer innovativeness in influencing acceptance of novel products. Design/methodology/approach-A questionnaire was constructed and distributed to 700 respondents in the urban area of Malaysia based on convenience sampling. The data collected data were analyzed using structural equation modeling. Findings-Findings show that religiosity and ethnicity are the main drivers that influence the acceptance of new products. Specifically, religiosity and ethnicity have negative relationship with openness to change (stimulation, self-direction, and hedonism) and positive relationship with conservation value (traditions and conformity); conservation values have negative effects on consumer innovativeness and acceptance of new products; openness to change values show the positive relationship with innovativeness and acceptance of new products; openness to change and conservation value mediate the relationship between religiosity and consumer innovativeness; conservation value mediates the relationship between ethnicity and consumer innovativeness; and consumer innovativeness mediates the relationship between individual basic values and acceptance of novel products. The model has been able to explain 34 percent of the variance in acceptance of novel products. Originality/value-Different from previous research that often focussed on demographic and observable (e.g. age, race, religion) antecedents of innovation acceptance, the current research emphasized on the influence of behavioral and psychological characteristics (e.g. religiosity, ethnicity, values and innovativeness) on the consumer acceptance of novel products.