Corporate social responsibility (CSR) is a vital construct in the banking industry due to its influence on brand credibility, positive word of mouth, and repeat purchases. The purpose of this research is to examine the influence of the three main dimensions of corporate social responsibility on patronage intentions through the mediating role of brand credibility. Based on a sample of (N = 315) customers in Jordan’s banking sector, structural equation modelling revealed that all of the proposed hypotheses were supported, proving that CSR dimensions have a significant influence on brand credibility and patronage intentions. Additionally, a mediating influence was found for brand credibility on the path between CSR and patronage intentions. Implications for managers are also provided.

Purpose: The purpose of this paper is to examine the dimensions of e-service quality, its effects on e-satisfaction and e-trust and its impact on behavioural and attitudinal loyalty in Jordanian youth users of online retailing. Design/methodology/approach: The scale proposed in this study has been specifically constructed using the four models most recognised for measuring e-service quality: E-S-QUAL, WebQual, eTransQual and eTailQ. The dimensions used in this study are efficiency, privacy, reliability, emotional benefit and customer service. The research model was statistically tested by students in Jordan, using Amazon.com. Findings: It is found that privacy, reliability, emotional benefit and customer service are important elements to measure the e-service quality, but efficiency is not. E-trust was found to be an antecedent of e-satisfaction, and behavioural loyalty an antecedent of attitudinal loyalty. Originality/value: The contribution of this study is thus the investigation of the causal relationship between the e-service quality dimensions, e-satisfaction, e-trust, behavioural loyalty and attitudinal loyalty, where it is necessary to consider the subject in more depth and to examine e-service quality dimensions based on a proposed model constructed from the four most common models.

This research examines the impact of the misbehavior acts on social media (i.e., online other customer misbehavior) on the online brand community engagement of consumers witnessing these acts. In addition, it examines the moderating influence of perceived company efforts on the path between other customer misbehavior and the attitude toward the company. Data were collected from (N = 317) university students who follow their Jordanian telecommunication service provider Facebook page. Structural equation modelling revealed a good model fit and that online other-customer misbehavior negatively influenced online brand community engagement. Furthermore, customer’s attitude toward the company also influenced online brand community engagement while mediating its path with online other customer misbehavior. The results also showed that perceived company effort has a moderating effect on the relationship between online other-customer misbehavior and online brand community engagement where the higher the consumer perception of perceived company effort, the lower the impact of other customer misbehavior acts on consumer attitudes towards the service provider.