Purpose: The purpose of this paper is to determine the role of service quality (SQ), trust and commitment to customer loyalty (CL) for telecom service users. Further, the moderating role of gender, marital status and connection type within the model was tested.Design/methodology/approach: A measurement model was created based on valid 615 responses from Indian TSUs for SQ, trust, commitment and loyalty with the help of partial least squares structural equation modeling (PLS-SEM). Multi-group analysis (MGA) was conducted to understand the moderating effect of marital status, gender and connection type within the model.Findings: The results suggest that, out of five dimensions of SQ, only responsiveness, assurance and empathy have a significant positive relationship with both commitment and trust. Tangibility has a significant positive relationship with trust only. Both commitment and trust have a significant impact on loyalty. It was noticed that both commitment and trust act as mediators between three SQ dimensions (assurance, empathy and responsiveness) and CL. MGA revealed that empathy and responsiveness positively induce trust in telecom users who are single. Whereas, assurance increases commitment toward telecom service providers in married users. Assurance and empathy significantly contribute toward commitment and trust, respectively, in male users as compared to females. Empathy was found important for postpaid users for trust-building, whereas trust was found to be more important for prepaid users to stay loyal to the service provider.Originality/value: This article contributes toward understanding the role of SQ, trust and commitment to CL moderated by marital status, gender and connection type in an integrated model concerning telecom service.

This study investigates the influence of a supportive work environment and organisational learning culture (OLC) on organisational performance with a serial mediation of learning agility and organisational innovation. Data was collected from 379 entry and middle-level information technology (IT) professionals. Structural equation modelling (SEM) and bootstrapping approach were utilised to assess the proposed hypotheses. Results indicate that both a supportive work environment and learning agility have a significant and positive impact on organisational innovation. In addition, learning agility was significantly correlated with organisational performance. Learning agility and organisational innovation had a serial mediating role in the indirect effect of a supportive work environment and OLC on organisational performance. This is the first known study to highlight that both a supportive work environment and OLC are essential for enhancing organisational performance through learning agility and organisational innovation in IT companies.

Recent studies have highlighted the importance of research on consumers’ green behavior in emerging markets. This study aims to determine the variables of the theory of planned behavior (TPB) that influence green purchasing intentions in Mexico. Into the model, we incorporated ecological conscience, moral obligation, and willingness to pay as additional variables. A sample of 300 consumers was obtained through an online survey and data were analyzed statistically using partial least squares structural equation modeling (PLS-SEM). The results revealed that perceived purchase control, ecological conscience, and moral obligation directly influence purchase intention. The study contributes to the current literature by strengthening the existing knowledge about the factors that influence the purchasing behavior of green products in emerging countries.

Purpose: Digital technologies emerged as innovative avenues for launching new products, advertising brands, increasing customer awareness and thus leaving a remarkable impact on the online marketplace. The present study analyzed the effects of crucial antecedents of AR interactive technology on customers' behavior toward AR-based e-commerce websites.Design/methodology/approach: Convenience sampling was used to collect primary data from 357 iGen respondents aged 16–22 years; residing in New Delhi and the NCR region of India and examined using the structural equation modeling technique.Findings: Results revealed that technology anxiety and virtuality significantly influence customers' attitudes and behavioral intentions toward AR-based e-commerce websites. However, interactivity and innovativeness remain non-significant. Additionally, non-significant moderating effects were identified for the moderators, i.e. trust and need for touch. At the same time, gender has a significant moderating effect only for the association between technology anxiety and attitude toward AR-based e-commerce websites.Research limitations/implications: The study summarizes numerous theoretical and managerial implications for AR-based website designers and policymakers, followed by the crucial limitations and directions for future research.Originality/value: The present research provides a significant understanding of the e-commerce industry by providing valuable insights about young iGen consumers' perceptions of AR-based e-commerce websites.

Digital technologies have radically changed the tourism industry and gaining a lot of attention from the stakeholders. At present, there is voluminous but fragmented research to cover the various aspects of digital tourism, but a consolidated “big picture” of the extant research is missing. By performing a bibliometric analysis of 827 papers on digital tourism, an attempt has been made to fill this void. The investigation revealed that the management of smart destinations, the internet as a communication and marketing channel, technology and sustainability, and consumer behavior are emerging research directions in digital tourism. Observations regarding little scientific interest and collaborations in regions like Russia and Africa present an opportunity for researchers and businesses to set directions and strategies for the future. JEL Code M310, Z300, Z310, Z320, Z330