Masood Ul Hassan

Impact of self-service technology (SST) service quality on customer loyalty and behavioral intention: The mediating role of customer satisfaction

Abstract Service quality has been a topic of extensive inquiry for decades that has emerged now in form of self-service technology (SST) which has profound effects on the way customers interact with firms to create positive service outcomes i.e. customer satisfaction, loyalty, and behavioral Intentions. Therefore, the main objective of this study is to examine that how the technology based Services i.e. SSTs impact the customer satisfaction, loyalty, and Behavioral Intentions in service sector of Pakistan. The data have been collected from the 238 SST’s users through the online survey. In order to test the model, Structural Equation Modeling is applied by using the LISREL program. The results of this study reveal positive and significant relationship between SSTs service quality, loyalty, and behavioral Intentions directly and indirectly via customer satisfaction. These results provide insights for the service sector of the Pakistan to invest in the new technology in order to enhance the consumer experience, satisfaction, loyalty, and Intentions.

Probability of financial distress and proposed adoption of corporate governance structures: Evidence from Pakistan

Abstract This study examines the role of voluntary adoption of corporate governance mechanisms in mitigating the financial distress status of firms. Using the sample of 52 firms from non-financial sector listed at Karachi Stock Exchange and selecting time period of 10 years from 2006 to 2015, the study finds out the practices that are beneficial for firms and helps them in reducing the financial distress. Results of the study show that there is a negative significant relationship of blockholder ownership, director ownership and audit committee with the probability to financial distress. The causal relationship is also tested, and results show that voluntary adoption of corporate governance structures leads towards lower level of financial distress.

The rise of SMS marketing: key drivers, acceptance and intention to receive advertising SMS in Pakistan

Mobile advertising is flourishing, due to the impressive usage of cellular phones. Pakistan has crossed 133 million cellular subscribers in July 2016. It has captured the advertising discipline in an innovative way. Therefore, this research aimed to portray a parsimonious structure of different factors (entertainment, informativeness, irritation, permission, self-efficacy, subjective norms and attitude) that influence the consumers behavioural intention towards advertising SMS in Pakistan through the theoretical lenses of theory of reasoned action and theory of planned behaviour. Convenient sampling technique was employed for data collection by distributing questionnaires. The researchers utilised PLS-SEM approach to examine the hypothesised relationships with a sample of 305 Pakistani mobile users. The results disclosed that proposed research framework has a good explorative power (73.2%) in predicting users behavioural intention towards SMS advertisement in Pakistan. Furthermore, this study delivers a rich understanding to the marketing strategy makers for developing an effective marketing strategy.

Managerial implications of rocking the floor by employees Consequences of voice behaviour

Voice is a proactive self-expressive behaviour of employees which has various positive impacts and is a potential contribution towards organization effectiveness. Existing studies have highlighted a difference between two types of voice, promotive and prohibitive. Although both types of voice benefit the organization, prohibitive voice implies an inherent challenge. The study hypothesizes that a manager may take prohibitive voice as a challenging activity and may perceive employees with promotive voice as loyal ones and those with a prohibitive voice as threatening for the organization. Further it aims to examine the managers’ response towards voice in form of evaluation of performance and the mediating effect of managers’ perceived loyalty and threat on this judgement. To empirically test the proposed model, data were collected by employees and their supervisors working at various private servicing and manufacturing organizations through survey questionnaires. Results revealed that performance evaluation is negatively related with perceived loyalty and positively associated with perceived threat.

Employee voice behaviour in organisations: evidence from Pakistan

To remain competitive, organisations seek innovative ideas and solutions from employees. Since employees can give more practical views they often participate by sharing their ideas and by giving opinions termed as voice. The current study contributes to the literature by examining the effect of big five personality traits combined with the psychological antecedents on employees voice behaviour in the Pakistani service sector context. Four independent variables, organisational-based self-esteem, felt obligation, job motivation and personality traits were proposed to have a positive relation with dependent variables, promotive and prohibitive voices in the presence of a moderator, psychological safety. Data was collected from 200 employees of the leading insurance sector organisation of Pakistan through a survey questionnaire. The results confirmed the hypotheses.