Purpose: The purpose of this paper is to offer empirical evidence on the role of self-esteem and social bonding in explaining citizenship behaviour of students at international university branch campuses (IBCs).Design/methodology/approach: A sample of 400 students from four IBCs in Malaysia was administered in a questionnaire. Data were analysed using SPSS and partial least squares 3.0.Findings: This research demonstrates that students’ self-esteem and social bonds have positive direct effects on customer citizenship behaviour (CCB). Moreover, self-esteem has an indirect effect on CCB via intervening of attachment, commitment and involvement of social bonds.Research limitations/implications: CCB of IBC students can be explained by self-consistency theory via mediation of social bonds from social bonding theory.Practical implications: To encourage CCB in IBCs, university management should target students who have high self-esteem, closely tied to parents and lecturers, committed to university, highly involved in co-curricular activities and comply with university regulations.Originality/value: Greater understanding of students’ citizenship behaviour may help transnational universities to improve relationship marketing strategy and enhance students’ campus experience.

This article aims to better understand the impact of intercultural communication competence (ICC) on personal interaction (PI) and customer satisfaction (CS) in grocery retailing. Measurement of the constructs and their interrelationships were examined based on structural equation modeling. Although numerous researchers have studied the topic of service quality (SQ) and CS, none of those studies has explored the critical role of ICC and integrated the construct into their SQ and CS models. Intercultural notions are acknowledged as key determinants to improve our understanding on this phenomenon and provide an impetus for further research

The present study examines the relationship between service recovery and brand evangelism. Service recovery is represented by three dimensions namely distributive justice, procedural justice, and interactional justice. These three dimensions of service recovery were derived from the integration of justice theory, social exchange theory, and equity theory. Purposive sampling technique was employed for data collection with a total of 338 questionnaires were usable for data analysis using Analysis of Moment Structures (AMOS) software. The results demonstrate that distributive justice and interactional justice were positively related to brand evangelism. However, the relationship between procedural justice and brand evangelism was not significant. Further discussion on the findings and suggestions for future studies are also offered in this paper.

Guided by Agenda Cutting theory, this study examines the pattern of media coverage on issues portrayed in Tamil newspapers and Facebook during Malaysian General Election 13. A total of 1309 news articles from Tamil Nesan and Malaysia Nanban and 111 postings on MIC’s Facebook were identified and examined during the election campaign period from April 20 – May 6, 2013, specifically just before and soon after the election. A total of 127 Facebook accounts of MIC’s candidates for state and parliamentary constituencies were examined during the same period. Findings show that out of the 17 examined issues eight issues (i.e., crime, social, environment, national unity, nationalism, health issues, international relations and immigrants) were not reported by these Indian dailies. A similar result can also be found on MIC’s parliamentary and state seat candidates’ Facebook. Findings from this study draw a conclusion that without a flawed agenda cutting strategy, the MIC could have garnered valuable electoral votes during its GE13 campaign.

Due to its enormous importance, in recent years environmental performance has received significant research attention among academicians and practitioners. The implementation of environmental regulations and developments in environmental technology are critical factors in stimulating environmental performance as well as creating sustainable future of a country. As such, the concept of environmental performance index emerged. The insight of organization environmental performance and the environmental performance index do not reach the customers’ sensitivity. Customers are expected to monitor their shopping practice and performing the positive behavior. However, in reality, customers may take for granted on the environmental issues. It gives the rise of the idea that, it is very crucial to increase the awareness among mass consumers regarding environmental performance in order to foster nation’s sustainability. Nonetheless, there is no readily available scale to measure the Environmental Performance Awareness (EPA) scale. This study attempts to fill this gap in the existing literature by conceptualizing the EPA construct, proposed its dimensionality and generate items to measure the construct. In doing this, existing relevant literature is reviewed exhaustively. Additionally, focus group interview has been conducted to generate the items to measure EPA. The results from qualitative analysis suggest for a three dimensional construct which includes Human Health, Ecosystem Vitality, and Socioeconomic Sustainability. It is expected that, the present study will contribute to the existing literature by establishing a scale to measure EPA construct and eventually will further the knowledge from consumer perspective.