This study employs the fundamental concept of the American Customer Satisfaction Index (ACSI) model to explore the factors influencing passengers’ satisfaction with monorail service in Kuala Lumpur, Malaysia and their reuse intention. The study tests the hypotheses on 417 monorail passengers using a hybrid structural equation modelling based on parameter estimation of partial least squares (PLS-SEM) and an artificial neural network (ANN) method to estimate the proposed model. The results showed that the proposed model explains 70.4% and 59.5% of the variance in passenger satisfaction with the monorail service and reuse intention. The PLS-SEM results for Stage 1 showed that perceived quality and perceived value have a statistically significant influence on passenger satisfaction. Furthermore, all critical factors in the output from Stage 1 were used as the input in the ANN model to overcome the simplistic nature of the SEM model. The results for the ANN model (Stage 2) showed that perceived quality is the most crucial predictor of passenger satisfaction with the monorail service, followed by perceived quality. The outcomes of this study can help service providers, policymakers, and planners develop effective strategies for enhancing user satisfaction and improving monorail ridership.

Organic food has gained much importance due to consumers’ rising environmental and health concerns. Purchase intention of organic food has been explored widely, but the repurchase intention of organic food has gained little attention among researchers. So, it has become important to explore repurchase intention among generation Z; a generation considered more educated and aware of rising environmental concerns. Generation Z is more tech-savvy and brand conscious, so its impact on repurchase intention through consumer satisfaction has been explored. The data in this paper was collected from 400 respondents through a structured questionnaire in Islamabad, Pakistan. We used the PLS-SEM approach for data analysis and results; we found that social media influence and brand purchase impact brand awareness and positively impact brand awareness on consumer satisfaction. Moreover, it is also found that consumer satisfaction positively impacts the repurchase intention of organic food. Our study found that Generation Z has a strong social media influence, so marketers’ managers must consider and address the issues when consumers consider social media for their concerns and suggestion.

Purpose: The unsustainable practices of hotels have greatly contributed to ecological imbalances, encompassing excessive energy and water consumption, improper waste disposal and inadequate resource management. Information publicity (IP) plays an effective role in influencing tourists' intentions to visit green hotels. Therefore, the current study has incorporated IP into the value-belief norm (VBN) framework to examine tourists' intentions to visit green hotels.Design/methodology/approach: This study is a correlational research design, and the purposive sampling technique was employed for the data collection. The study used 355 valid data and analyzed them via partial least squares structural equation modeling (PLS-SEM).Findings: The study results show that egoistic values have the greatest impact on pro-environmental beliefs (ENBs). In addition, the results indicate the impact of ENB and IP on personal norms (PNs), leading toward the intention to visit green hotels.Practical implications: This study helps hotel managers devise and execute effective marketing strategies for green hotels. Hospitality marketers should pay more attention to values, orientations and IP, emphasizing the significance of these factors in increasing the visits of customers to green hotels.Originality/value: IP, an important factor that informs tourists about hotels that are environmentally friendly, has been neglected in the tourism research. This research examines the significance of IP in developing ENBs and influencing the PN of tourists.

The current discussion about the brand is how to sustain it, and previous sustainable brand management studies consisting of an outside-in approach have been carried out. However, an inside-out approach that may help sustain the brand internally also plays a significant role towards brand sustainability, but limited studies explore it. Hence, underpinned by Social Exchange Theory, this study proposes a comprehensive model of sustainable brand management from an internal perspective, which depicts that internal brand management activities (i.e., communication, training, and leadership) and intrinsic motivation factors (i.e., job autonomy, competence, and relatedness) affect employee brand relationship quality of the organization’s brand. Data is collected from 499 staff from various Higher Education Institutions in Pakistan and assessed from structural equation modelling of Smart-PLS. The findings show that communication, training, competence, and relatedness positively affect employee brand relationship quality. At the same time, leadership and job autonomy do not affect employee brand relationship quality. Therefore, focusing on Knowledge Capital, Social Capital, and Emotional Capital is crucial in sustaining the brand from inside the organization via employees as the brand ambassador. This research also expands the Social Exchange theory by including an internal perspective on sustainable brand management.

In the last decade, the intersection of Environmental, Social, and Governance (ESG) principles with digital innovation has become a crucial area of research, highlighted by the United Nations’ Sustainable Development Goals and the emerging focus on Digital ESG (DESG). Despite rapid advancements, a unified theoretical framework for DESG remains undefined. This study conducts a bibliometric analysis on 455 Scopus-indexed documents to map the current landscape, themes, and future directions of ESG digitalization research. The review reveals a multidisciplinary interest, primarily within business management, with significant contributions from China, Malaysia, and the United States—indicating their leadership potential in ESG digitalization. This study spotlights key researchers and emphasizes foundational work’s critical role in enhancing understanding of DESG and ESG’s impact on consumer behavior, laying essential groundwork for deeper insights and future explorations into the effects of ESG values on consumer attitudes.

Customer Εngagement (CE) in social commerce (s-commerce) has become a focal point for businesses seeking to build long-term consumer relationships in digitally mediated environments. This literature review synthesizes existing research on CE within s-commerce, examining theoretical foundations, key antecedents, mediating and moderating factors, and engagement outcomes. The key findings indicate that among the most important variables for CE is the social support, platform interactivity, and hedonic motivations, while trust and satisfaction act as crucial mediators that bridge initial engagement drivers and long-term outcomes, like brand loyalty and Word-of-Mouth (WοM). Furthermore, the current review discusses the role of moderators, such as demographic characteristics and platform-specific features, in conditioning the impact of CE efforts. It is revealed that engaged consumers not only exhibit increased loyalty and advocacy, but also contribute to the co-creation and community-building efforts within the s-commerce. Future research is encouraged to explore emerging technologies, like Artificial Intelligence (AI) and Virtual Reality (VR), cross-cultural variations in CE, and the ethical concerns surrounding the data privacy and personalization. This review contributes a comprehensive synthesis of CE in s-commerce, positioning it as a strategic asset for brands aiming to foster a sustainable CE in digital ecosystems.