Purpose: The customer experience quality (EXQ) cannot be measured by using traditional tools to investigate service quality. There is a need to use new tools to directly measure EXQ from a customer perspective. The current study aims to contribute in this domain of knowledge and validate EXQ scale by linking it to marketing outcomes of satisfaction, loyalty and word of mouth in Malaysian private healthcare settings. Design/methodology/approach: The authors collected data from 330 randomly selected Malaysians, visiting private hospitals in the city of Kuala Lumpur. The data analysis is performed by confirmatory factor analysis using structural equation modelling – SEM – procedures. Findings: The results reveal that two dimensions of EXQ scale moments of truth and peace of mind are highly valued by customers. Furthermore, the EXQ perceptions significantly contribute to satisfaction and loyalty. In a mediating relationship, the customer satisfaction is found to be a positive and significant variable. Practical implications: Healthcare marketing policymakers should emphasize on recruitment of frontline staff – individuals with strong interpersonal skills and expertise who are able to create a memorable customer service experience. Originality/value: The study is an original contribution to the existing body of knowledge – generally in services marketing literature and specifically in the field of healthcare marketing with a focus on customer experience in a developing country context of Malaysia.

Studies that measure the brand equity of destination brands by using the Customer-Based Brand Equity (CBBE) model in a developing country context are scarce. The present study investigates the destination brand equity of the Lahore Fort by employing the CBBE model in a developing country context of Pakistan. Following the positivist tradition, we adopted a survey-based approach to collect data from 237 tourists visiting the Lahore Fort. Data were collected through a questionnaire developed to explain the relationship of brand awareness, brand image, brand association, and brand loyalty with Lahore Fort’s overall brand equity. We used various robust statistical techniques such as correlation, regression and confirmatory factor analysis (using PLS method) to reach meaningful conclusions and found that brand image and brand associations positively contribute to brand loyalty. Furthermore, brand loyalty significantly contributes towards overall brand equity. Pragmatically, this study measures the customer based brand equity of the Lahore Fort, a destination brand. The results are useful as they suggest a few strategies that can help policy makers to enhance Lahore Fort’s brand performance.

Purpose: Work-from-home (WFH) arrangement is implemented to enable employees to achieve work–life balance. However, WFH arrangement can be less than ideal. This study developed a WFH framework using qualitative data.Design/methodology/approach: An open-ended survey was conducted and participated by 621 employees. The data were examined using the qualitative content analysis method.Findings: Work performance and personal well-being have been identified as WFH outcomes, and 12 relevant research propositions have been developed. Constraints to WFH effectiveness include household and organisational factors whilst instrumental and emotional support were identified as the facilitating conditions. Two moderators were also identified: temporal flexibility and commitment orientation.Research limitations/implications: This study provides a framework that support effective implementation of WFH and similar flexible work arrangements. Managing time, situation, emotions and attitudes are coping strategies used by WFH employees, and the efficacy of these strategies needs further empirical investigation.Practical implications: Three main factors have been identified as significant in determining WFH effectiveness. Understanding these elements can help managers design solutions to help employees manage work-home boundaries, improving their work performance and well-being.Originality/value: The Constraints–Coping–Effectiveness WFH framework and research propositions help organisations build WFH guidelines and policies. This study also recognises commitment orientation, which links resources, strategies and outcomes. The inclusion of this variable in future empirical studies could explain the gaps in the current literature.

Halal businesses - the business organizations that market and sell Halal services and products are also using internet technology to perform their business activities. In this paper, such organization is known as Halal online business. In online business environment, information posted on the internet is the critical success factor that needs to be ensured in terms of its reliability and accuracy. Many researchers have proven that the information quality of the website has strong impact on customer's satisfaction, customer's trust and also loyalty. Since Halal business is bonded to shari'ah's rules and regulations, the information quality of the Halal online business need to be evaluated. This paper will focus on (1) the general principles of Halal business and Halal online business; (2) the information quality models for online business and; (3) the proposed model for information quality of Halal online business. The model however is still at the conceptual stage whereby it needs to be validated through empirical study in the future.

The COVID-19 pandemic has significantly disrupted Malaysia's tourism industry, as well as highlighted many vulnerabilities in its resilience and governance. While government interventions were mounted, undetermined challenges continued to be faced. While post-pandemic recovery has been one of the most commonly analyzed issues, the study of the operational and strategic obstacles faced by Malaysian tourism practitioners remains very limited. Using a summative content analysis of tourism reports and academic literature, supplemented by in-depth interviews, this study uncovers the strategic post-pandemic challenges in Malaysia's tourism and hospitality industry from the industry's perspective. Our findings offer practical insights for policymakers and industry stakeholders in the development of effective policies, operational strategies, and travel packages that strengthen the 'Malaysia Truly Asia' image, enhance resilience, and ensure a sustained competitiveness again in this region.