In the contemporary era of digitization, prosperous enterprises exhibit a keen interest in the feedback and perceptions of their customers regarding the products or services they provide. The analysis of customer sentiment, which entails comprehending and construing customer emotions and viewpoints, has emerged as a crucial element of business tactics aimed at augmenting customer contentment and recognising avenues for enhancement. The objective of this study is to investigate and employ ChatGPT within the realm of business customer sentiment analysis. The central focus of this inquiry is predominantly qualitative in character. The procedure of gathering data entails careful scrutiny and systematic documentation of information, subsequently utilising analytical techniques such as data reduction, visualisation, and inference to deduce significant findings. The findings of the study indicate that the utilisation of ChatGPT has significant potential in enhancing the analysis of customer sentiment for commercial enterprises. This can aid in comprehending and addressing the requirements, inclinations, and contentment levels of customers. ChatGPT's proficiency in comprehending natural language, detecting customer emotions, and processing extensive data instantaneously, can furnish enterprises with valuable perspectives to enhance their decision-making processes.

As Muslims bound to Islamic teachings, the attitude of young millennials preferring non-halal international cosmetics is trivial. Despite the acceptance of halal food, literature on the acceptance of halal cosmetics remains scarce. The intention to purchase halal cosmetics is crucial for the sustainability of halal cosmetics manufacturers. The authors used the theory of planned behavior to identify factors influencing the purchase intention of halal cosmetics among Muslim millennials. Since cosmetics are not exclusively used by females, as males are starting to use them in their daily lives, gender was incorporated into the framework to assess its moderating effect on the relationship. Furthermore, brand image was included in the theory of planned behavior. Data were collected from three universities in Malaysia. A total of 501 responses were analyzed with smart partial least squares to run a multigroup analysis. The analysis revealed that subjective norms have a stronger effect on females, and perceived behavioral control has a greater effect on males. Although attitude and brand image have a positive effect on the intention to purchase halal cosmetics, gender has no effect. The findings are essential for halal cosmetics manufacturers to craft a marketing strategy aimed at Muslim millennials in Malaysia.

This study examines the mediating role of service quality between customer relationship management (CRM) performance dimensions and the marketing performance of Jordanian hotels using resource-based view theory and contingency theory. A self-administered survey was conducted on 162 general managers of hotels in Jordan. The data were analyzed using partial least squares structural equation modelling. The findings of the study indicated that service quality mediated the relationship between the CRM performance dimensions (key customer focus, CRM knowledge management, CRM organization, and CRM-based technology) and the marketing performance of Jordanian hotels. This study provides significant contributions to theory and practice. From a theoretical perspective, this study fills in the literature gaps by providing insights about the mediating role of service quality in the relationship between customer relationship management performance dimensions and marketing performance. For managerial contributions, this study suggested that hotels can enhance their marketing performance by focusing on service quality and customer relationship management performance dimensions, especially the key customer focus dimension.

This study aimed to examine how employees’ perceived benefits of training impact their level of affective organizational commitment through investigating the mediating role of individual readiness for change in National Jordanian banks. The study sample included 451 employees from 16 banks in Jordan. Stratified random sampling was used for the selection of the study participants, and data were collected using a self-administered written questionnaire. Partial least squares structural equation modelling was conducted to analyze the collected data and test the study hypotheses, which were developed according to the social exchange theory and psychological contract theory. The analysis provided strong evidence for the contentions of the social exchange theory, whereby employees’ affective commitment to their banks was found to be positively influenced by their perceptions of the job-, career, and personal-related benefits of training. Moreover, individual readiness for change was shown to be positively influenced by employees’ perceived benefits of training, and employees’ affective organizational commitment was positively influenced by their readiness for change. Finally, individual readiness for change was found to act as a mediating variable between employees’ perceived benefits of training and their level of affective commitment to their banks. The current study provides bank management teams with a comprehensive understanding of employees’ affective organizational commitment as a potential outcome of training and provides evidence for the relationship between the two variables.

Purpose: The objective of the study is to investigate how the quality of a website impacts the intent to purchase, as assessed by factors such as usability, quality of information, service interaction quality, eWOM, trust, and satisfaction. Theoretical framework: This research has provided empirical evidence of the factors that influence the online shopping behavior of consumers. Design/methodology/approach: The research was conducted using a quantitative approach, with SPSS statistical methods applied. An online survey was administered to 303 customers in Amman, the capital of Jordan. Findings: The results suggest that website quality, customer trust, and satisfaction significantly and positively impact eWOM, thereby increasing the intent to purchase among consumers in Jordan's e-commerce sector. Research, Practical & Social implications: This research offers valuable managerial principles to assist e-commerce businesses in improving their performance. It also provides valuable insights into the evaluation of eWOM and purchases intent in Jordan, serving as a foundation for future research in this area in Jordan and other countries. Originality/value: this study provides a foundation for future research to investigate the complex and multifaceted nature of online customer behaviour in the e-commerce context