Purpose This paper investigates the effects of service quality on customer satisfaction and
repurchase intentions among customers of the KFC Fast Food Restaurant Chains …

Purpose Departing from the spirit of environmental concern, this study aims to connect green
practices of Islamic banking with green customer loyalty, both directly and through the role of …

This study investigated the relationships between complaint handling, customer experience,
and customer engagement, as well as the moderating effect of customer trust prior to a …

Purpose This study evaluates the integrative role of justice theory, religiosity, satisfaction
and trust in influencing customer loyalty to Islamic mobile banking. Design/methodology …

Purpose The study investigated the effects of relational leadership on hotel employees'
creativity, using knowledge-sharing behaviour and leader–follower dyadic tenure as …

In recent years, the research on online service recovery reviews (OSRRs) has attracted
significant attention. However, few studies have focused on prospective consumers' …

Purpose Recognising the literature of a field is vital for advancement in that field. Yet, there
has not been a systematic analysis of recent publications published in the Journal of …

Purpose Despite the importance of mobile experiences in the food service industry, extant
studies do not empirically examine customers' behavior. Thus, the authors examine this …

Purpose Grounded in social identity theory (SIT), this study aims to explore the relationships
between job embeddedness (JE), environmental commitment (EC), job autonomy (JA) and …

Problematic customer behaviours and their triggers: the perspective of restaurant
employees | Emerald Insight Books and journals Case studies Expert Briefings Open …