Davoud Nikbin

Perceived justice in service recovery and switching intention: Evidence from Malaysian mobile telecommunication industry

Purpose – The purpose of this paper is to examine the relationship between distributive, procedural, interpersonal and informational justices on switching intentions.Design/methodology/approach – Data were gathered on distributive, procedural, interpersonal, informational justices and switching intentions by means of a survey from prepaid mobile subscribers in Malaysia.Findings – The results show that the effects of procedural justices on switching intentions were stronger than distributive and informational justices. However, the results did not indicate a significant relationship between interpersonal justice and switching intentions.Research limitations/implications – The paper examines only one service context; consequently, the results cannot be generalized for other services in the industry.Practical implications – The results of this study are useful for Malaysian marketing practitioners in the overly saturated and highly competitive mobile telecommunication industry.Originality/value – Unlike prev...

Determinants of Telemedicine Acceptance in Selected Public Hospitals in Malaysia: Clinical Perspective

The purpose of this study is to explore the determinants of telemedicine acceptance in selected public hospitals in Malaysia and to investigate the effect of health culture on the relationship between these determinants and telemedicine acceptance. Data were gathered by means of a survey of physicians and nurses as the main group of users of telemedicine technology from hospitals that are currently using telemedicine technology. The results indicated that government policies, top management support, perception of usefulness and computer self-efficiency have a positive and significant impact on telemedicine acceptance by public hospitals in Malaysia. The results also confirmed the moderating role of health culture on the relationship between government policies as well as perceived usefulness on telemedicine acceptance by Malaysian hospitals. The results are useful for decision-makers as well as managers to recognize the potential role of telemedicine and assist in the process of implementation, adoption and utilization, and, therefore, spread the usage of telemedicine technology in more hospitals in the country.

Determinants and environmental outcome of green technology innovation adoption in the transportation industry in Malaysia

In the twenty-first century, transportation services and infrastructure will play a central role in the logistics systems of corporations competing in the global market. As transportation and logistics systems continue to integrate, their impact on the physical environment will become a major issue. This study investigates the antecedents and outcomes of green technology innovation adoption in transportation companies in Malaysia. A questionnaire survey on the green technology innovation adoption of Malaysian transportation companies was conducted, in which 252 samples were analysed. Based on the survey results, this study finds that the quality of human resources, customer pressure, and environmental uncertainty significantly influence green innovation adoption for transportation companies, while the influence of organizational and governmental support is not significant. In addition, the findings of this study indicate that there is a significant relationship between green technology innovation adoption and environmental outcome. The practical implications of the research findings are discussed.

Determinants of RFID Adoption in Malaysia's Healthcare Industry: Occupational Level as a Moderator

With today’s highly competitive market in the healthcare industry, Radio Frequency Identification (RFID) is a technology that can be applied by hospitals to improve operational efficiency and to gain a competitive advantage over their competitors. The purpose of this study is to investigate the factors that may effect RFID adoption in Malaysia’s healthcare industry. In addition, the moderating role of occupational level was tested. Data was collected from 223 managers as well as healthcare and supporting staffs. This data was analyzed using the partial least squares technique. The results show that perceived ease of use and usefulness, government policy, top management support, and security and privacy concerns have an effect on the intent to adopt RFID in hospitals. There is a wide gap between managers and healthcare staff in terms of the factors that influence RFID adoption. The results of this study will help decision makers as well as managers in the healthcare industry to better understand the determinants of RFID adoption. Additionally, it will assist in the process of RFID adoption, and therefore, spread the usage of RFID technology in more hospitals.

The impact of firm reputation on customers’ responses to service failure: the role of failure attributions

Purpose – The purpose of this study is to assess the influence firm reputation on behavioral intentions and to examine the moderating role of failure attributions in the relationship between firm reputation and behavioral intentions.Design/methodology/approach – The sample used in this study consists of 127 airline passengers in an airport in Iran. The data were collected via a structured survey.Findings – Based on the findings firm reputation has a significant and positive relationship with behavioral intention. Additionally, hierarchical regression analyses confirmed the moderating role of failure attributions in the relationship between firm reputation and behavioral intentions.Research limitations/implications – This study examines only one service context; consequently, the results cannot be generalized to other service industries.Practical implications – By understanding the important role of firm reputation, service organizations understand that carefully building and maintaining reputation is para...

Relationships of perceived justice to service recovery, service failure attributions, recovery satisfaction, and loyalty in the context of airline travelers.

This study examines the relationships between perceived justice with service recovery (distributive, procedural, interactional, and informational), failure attributions (stability and controllability), recovery satisfaction, and loyalty. We collected data on perceived justice, failure attribution, recovery satisfaction, and customer loyalty through a survey of 263 airline passengers in Malaysia who experienced a service failure and subsequently a service recovery within the past year. The results reveal a significant relationship between perceived justice and recovery satisfaction in terms of distributive, procedural, and interactional justice. Recovery satisfaction had a significant effect on customer loyalty. The inclusion of failure attributions of stability and controllability as moderators indicates that both stability and controllability moderated the relationship between perceived justice and recovery satisfaction in terms of procedural, interactional, and informational justice, implying that the lower the stability and controllability of service failure, the stronger the positive relationship between procedural and informational justice and recovery satisfaction. These results have important implications for marketing theory and management.

EMR continuance usage intention of healthcare professionals

ABSTRACT Electronic medical records (EMRs) have been proven to be effective tools for improving the safety and quality of healthcare despite their relatively low usage rate in hospitals. The long-term development by EMRs depends on the continued use of healthcare professionals. In this study, technology continuance theory (TCT) was used to evaluate the short-term and long-term continuance acceptance of EMRs among healthcare professionals. Data were gathered by surveying 195 medical professionals in Iran. The data were analyzed using the partial least squares (PLS) technique. The analysis showed that the TCT provided a deep understanding of user continuance intention toward EMRs. In addition, the findings illustrated that the determinants of continuance intention vary between short-term and long-term users. The theoretical and practical implications of the study are discussed.

Influence of perceived service fairness on relationship quality and switching intention: an empirical study of restaurant experiences

Restaurants and dining out are an important part of the tourism industry and are a major business in their own right. The purpose of this study was to examine the relationship between perceived service fairness, relationship quality, and switching intention in fine dining restaurants. Data were collected through a convenience sampling method from 164 customers from only fine dining restaurants in the northern region of West Malaysia (Kedah, Perak, Penang, and Perlis States). Unlike all previous studies which have focused exclusively on the role of justice in service failure and recovery, this study considers all-inclusive service delivery contexts. The results of this study showed that all the dimensions of perceived service fairness have a significant relationship with switching intention. In addition, perceived service fairness has a positive relationship with trust in all dimensions except for outcome fairness. Moreover, the results found that among the perceived service fairness dimensions, only procedural fairness and interactional fairness had a positive relationship with commitment and price fairness; outcome fairness was not related to commitment. Finally, the results confirmed the negative and significant relationship between relationship quality (trust and commitment) on switching intention. Managerial implications of these findings are briefly discussed.

The role of transformational leadership in innovation performance of Malaysian SMEs

This study examines the relationship between transformational leadership (TL; idealised influence, inspirational motivation, intellectual stimulation, and individualised consideration) and innovation performance (IP) and investigates whether perceived organisational support (POS) moderates the relationship between TL and the IP of small- and medium-sized enterprises (SMEs) in Malaysia. Data on TL, POS, and IP were collected through a survey of Malaysian SMEs. The results show that idealised influence, intellectual stimulation, and individualised consideration had significant positive effects on IP. In addition, POS moderated the relationship between TL and IP in terms of idealised influence and inspirational motivation. The results are expected to encourage managers of Malaysian SMEs to stimulate their followers through their motivational and charismatic style. No study of TL and IP has considered SMEs in Malaysia, and therefore, this study contributes to the literature by providing empirical evidence of the relationship between TL and innovation as well as between TL and performance in the Malaysian SME context. In addition, although POS has been highlighted as an important variable, no study has identified POS as a moderator of the relationship between TL and IP in the context of Malaysia.

The impact of event quality on fan satisfaction and game attendance in the context of professional soccer in Iran.

The purpose of this study is to examine the relationship between event quality and fan satisfaction and consequent fan attendance of soccer matches in Iran. Data on game quality, augmented service, interaction, outcome, environment, fan satisfaction and attendance were gathered from 260 spectators attending an Iranian premier league soccer match by means of a survey. The results show that, except for interaction, all dimensions of event quality have a significant relationship with fan satisfaction. Moreover, the effect of game quality on fan satisfaction is stronger than other dimensions. The results also confirm the significant relationship between fan satisfaction and attendance. Fan satisfaction is shown to be partially mediating the relationship between event quality and game attendance. Practical implications for facility managers and sports marketers are discussed.