Purpose: The purpose of this paper is to investigate the effects of customer perceptions of service quality on electronic word of mouth (eWOM) and switching intentions through cognitive and emotional responses. Design/methodology/approach: The authors have developed a theoretical framework based on behavioural theories to analyse the environmental aspects of relationships that affect customer behavioural intentions. The authors adapted a quantitative methodology along with the positivist philosophical approach to investigate the hypotheses within the theoretical framework. The authors applied a protracted stimuli-organism-response model to highlight the peripheral reliability, responsiveness, tangibility, empathy, assurance, and the impact of the customer’s feelings while simultaneously linking the elements to each other. In addition, the authors applied the theory of reasoned action to reflect the marginal elements of subjective norms, attitude, and customers’ behavioural intentions. A survey with 601 responses has been used in this study. Findings: In the setting of KSA’s mobile telecom industry, the authors confirm that there is a positive effect of customer perceptions of service quality on their eWOM and switching intentions through their cognitive and emotional responses. Originality/value: The framework of this study enhances our understanding of the role of service quality as an environmental influence on an individual’s intentions to switch and eWOM. This conceptual framework is essential in evaluating the mediating roles of attitude and emotions in relation to eWOM and intention to switch.

The Republic of Kazakhstan, located in Central Asia, has experienced many years of environmental degradation, largely as a result of the poor management of its significant natural resources. In this survey, data relating to different environmental factors are critically analysed in order to understand the state of the environment. It was found that: warming trends are seen in sensitive areas (e.g. the steppe and near glaciers); drying trends are seen where there is already water stress (e.g. the Aral Sea); air quality has been declining recently (following improvements on the decadal timescale) in major urban centres, particularly Almaty; water quality appears to be improving in some areas (e.g. important lakes in the Aktobe and Zhambyl regions); and levels of exposure to radioactivity are below internationally recommended levels (where data have been found). More generally, there is an issue with data availability and quality, which requires attention if Kazakhstan is going to make the best use of its increasing investment in environmental actions. Current policies are reviewed and recommendations are made for future interventions.

The fast development of the Internet has raised the number of government-related websites and the variety of e-services available. Despite tourism’s critical significance in supporting the national economy, relatively few researches have been conducted on the influence of tourism website quality dimensions on electronic loyalty among citizens (e-loyalty), particularly in the Jordanian domestic tourism context. The objective of this research is to identify the factors that impact the e-loyalty of citizens toward the e-government services offered by the Ministry of Tourism and Antiquities in Jordan, considering the mediating influence of citizens’ e-satisfaction and e-trust, primarily following Oliver’s (1999) e-loyalty model. The survey questionnaire was adopted as a main strategy to collect and analyze primary data and to investigate the relationships between variables. Statistical processing was applied using IBM SPSS version 22 package and Amos version 25 for path analysis as the main statistical software package. The results indicated that citizens’ e-loyalty toward the governmental tourism-related website in Jordan is moderate, demonstrating that citizens are generally comfortable with the e-services provided. Furthermore, the results suggest that e-satisfaction and e-trust both play a mediating role in the connection between dimensions of website quality (specifically, information quality and personalization) and the e-loyalty of citizens. This study contributes to the theory by combining the relationships among website quality dimensions, citizen e-trust, e-satisfaction, and e-loyalty, particularly in the unique setting of Jordan’s domestic tourism sector. The results provide valuable insights for policymakers and tourism sector managers, aiding them in the implementation of information and communication technology (ICT) strategies that facilitate citizens’ transactions and encourage them to participate effectively in e-government activities, thereby boosting the kingdom’s economy and gross domestic product (GDP). The government also recommended enhancing awareness programs and employee training in order to enhance the e-services offered to citizens.

Purpose: Enterprise resource planning (ERP) systems are complex and comprehensive software designed to integrate business processes and functions. Despite the difficulties and risk, the adoption of ERP systems is expanding rapidly. Universities make large investments in information systems and expect positive impacts. However, universities are facing serious challenges in implementing new technology. Therefore, this research aims to evaluate the impact of ERP systems on higher education (HE) from the perspective of stakeholders’ performance. Design/methodology/approach: This research paper conducted a case study of an ERP system in a Saudi university to explore the impact of ERP system on the performance of the system’s stakeholders among the university’s employees. Findings: The system quality factors (flexibility, compatibility, availability of right data, availability of currency, ease of use and timeliness) were found to affect performance positively, as were service quality factors (tangibility, reliability, responsiveness and assurance). This research further found that factors from pre-implementation, implementation and post-implementation phases had a direct effect on stakeholders’ performance. Research limitations/implications: Future research would be useful during the maturity phase to include all stakeholders in several Saudi universities. In addition, more research can be beneficial to test the applicability of the impact of the ERP system on stakeholders’ performance in other public sector organisations and in the private sector. Practical implications: The results suggest that organisations in general and HE institutions in particular should focus on the early stages and the implementation phase if they wish to achieve high standards of stakeholder performance. Originality/value: This research makes a novel contribution by attempting to evaluate the impact of service quality on stakeholder performance in the ERP environment. The contribution uses service quality as a dimension consisting of four factors – reliability, assurance, tangibility and responsiveness. All four factors were found to be significant on ERP stakeholders’ performance.