Purpose: The purpose of this paper is to examine e-service quality (E-SQ) of online shopping in Pakistan using “E-S-QUAL scale.” Moreover, in this study, the relationship of E-SQ with e-customer satisfaction (E-CS) and e-customer loyalty (E-CL) has been studied.Design/methodology/approach: Following a quantitative research methodology, data were collected from 298 respondents using convenience sampling and survey research design was followed. In order to develop the model and test the hypotheses, structure equation modeling (SEM) was done through AMOS.Findings: Findings indicate that all of the first latent constructs are significant where E-CS and E-CL (dependent variables) are influenced by E-SQ (independent variable). Using SEM, statistically fit structural model was developed on the basis of confirmatory factor analysis. The analysis shows that there is a strong positive relation between E-SQ and E-CS and E-SQ and E-CL.Practical implications: Asian markets have been identified as the fastest growing e-commerce markets in present era. Similarly, retail sector in Pakistan is booming, at the same time an exponential increase is being observed in the number of internet users and online shopping. It is important for marketers and retailers to explore new horizons and enter the age of e-commerce for expansion of their businesses.Originality/value: The increasingly wide use of the internet is influencing everything around the globe and these emerging e-commerce trends have tremendously changed the mode of shopping from brick and mortars to e-stores. The study explores the e-commerce and focuses on E-SQ and its impact on E-CS and E-CL in the context of a developing economy, i.e. Pakistan, uncovering the key dimensions and attributes.

The purpose of this study is to examine the role of entrepreneurial orientation (EO) in determining the enterprise performance (EP) during Covid-19. Moreover, in context of this relationship, the mediating role of entrepreneurial competencies (EC) has also been investigated in influencing the EO and EP connection. This quantitative study employs techniques for operationalizing and quantifying the variables under consideration followed by various statistical operations using SPSS and AMOS in order to test and explore the relationship as proposed in the conceptual framework, using data from 386 small enterprises as sample identified through Systematic random sampling. The analysis revealed that a positive relationship exists among all the constructs directly as well as through the mediator (EC). However, the strongest direct relation existed between risk taking propensity (RTP) and enterprise performance. Moreover, when EC is introduced as the mediator between the dependent and independent variables, again RTP path showed the strongest link. Several governments, particularly in the underdeveloped or developing countries try to support and boost the development of small businesses for the achievement of developmental objectives as well as to address the challenge of unemployment. This research explores both these key components in the context of Pakistan, testing the importance of EO and EC for small businesses. This study also provides the roadmap for policy makers to strengthen small enterprises for better performance.

In today’s digital era, the paradoxical leadership (PXL) style is in vogue due to its ability to drive employee behavior within an organization. Drawing on the leader-member exchange and social exchange theories, this study investigates the link between PXL with work engagement (ENG) and employee voice behavior (EVB) by means of perceived organizational support (POS). The current study also explores work environment (ENV) in the hotel setting as a moderator. Simple random sampling has been used to gather data from 493 employees working in five-star hotels in Sharm El-Sheikh. The partial least square (PLS)-structural equation modeling (SEM) analysis revealed that POS partially mediated the association of POS with ENG and EVB. Moreover, ENV helped strengthen the positive effects of POS on both ENG and EVB. The study concludes with beneficial contributions for researchers and practitioners in the context of hotel management.

In this modern world with the growing trend of globalization, cultural and environmental changes, and the increased pace of technological advancements, new challenges have appeared in a tremendous manner. In the wake of these recent trends and complexities alongside the worldwide pandemic (COVID-19), organizations are working to provide a self-motivated and highly engaging environment for employees. The study intends to explore the relationship between Transformational Leadership (TFL) and Work Engagement (WE) with the mediating role of Structural Empowerment (SE) and Process Innovation (PI) during COVID-19. The quantitative research methodology was utilized and a simple random sampling technique was used for collection of data from 360 supervisors of banks in Pakistan using questionnaires. Hypotheses are tested with the help of Structural Equation Modeling (SEM) by using AMOS. By using SEM, confirmatory factor analysis revealed a statistically significant model. Outcomes showed a significant connection among TFL, WE, and PI. However, SE only significantly relates to TFL. Partial mediation through PI was discovered with the presence of a significant indirect path between TFL and WE. In contrast, the mediation of SE is not ascertained due to insignificant indirect effects. The digitally evolving banking industry in Pakistan requires engagement at workplace. The organization must be very much aware of the crucial job of leaders for WE as well as for PI just as the SE of employees. The findings of the study also highlight the importance of best HR practices that should work for creating intangible motivators for boosting WE level.

Purpose: This paper examines the moderated-moderation model of reciprocity belief and fear of negative evaluation between supervisors' abusive reactions and subordinates' distress.Design/methodology/approach: The authors obtained 412 valid responses from Egyptian hotel employees and analyzed them using PROCESS model 3.Findings: The three-way interaction findings proved that when employees have high reciprocity beliefs and low fear of negative evaluations, the abusive supervision-psychological distress relationship is dampened.Practical implications: Organizations have the opportunity to implement human resource development (HRD) strategies focused on cultivating reduced apprehension toward negative evaluation and fostering a robust sense of positive reciprocity. To achieve this, HRD and HRM initiatives can encompass elements such as bolstering organizational and coworker support, promoting cultural assimilation and redefining work practices.Originality/value: This paper adopts a comprehensive approach that recognizes the intricate interrelationships within the workplace by identifying subtle dynamics of abusive supervision and its impacts. It also explores the complex nature of such relationships rather than taking a purely causal perspective.