COVID-19, Digital Transformation of Banks, and Operational Capabilities of Commercial Banks

The development of financial technology has promoted the innovation and digital transformation of commercial banks. Through digital transformation, commercial banks can improve bank efficiency and operational capabilities. Through empirical analysis, this study explored the relationship between digital bank transformation and commercial bank operating capabilities and how COVID-19, bank categories, and enterprise life cycles affect the relationship between digital bank transformation and commercial bank operating capabilities. This study selected data from China's commercial banks from 2011 to 2021 and used the regression method of fixed effects to conduct an empirical analysis. The research results show that the digital transformation of banks has improved the operational capabilities of commercial banks. Further analysis showed that the emergence of COVID-19 has negatively affected their relationship. At the same time, compared with rural commercial banks and commercial banks in the recession and phase-out periods, non-rural commercial banks and commercial banks in the growth and maturity stages play a more vital moderating role in the impact of the digital transformation of banks on the financial performance of commercial banks. The main research object of this study is Chinese commercial banks, and this study examines the results of banks' digital transformation and enriches the research on digital transformation. At the same time, this study is helpful to investors who like investment banks and has good practical significance.

Civil Aviation Customer Satisfaction Automatic Evaluation System

In 2021, the airline industry was affected by COVID-19, and many airlines suffered losses. The main reason for the loss were the decline in revenue and the surge in costs. Therefore, in terms of creating the competitive advantage of airlines, "price war" is no longer applicable, and improving service quality has become an effective means. Customer satisfaction is the most effective indicator to measure service quality. In this study, a satisfaction evaluation system is established based on structural equation model and customer satisfaction importance matrix. Then, a questionnaire is designed to analyze the influence of different factors on customer satisfaction. The research finds that brand image and perceived quality have a great impact on customer satisfaction. In addition, some suggestions for airlines to improve customer satisfaction are given. © 2023 SPIE.

Market development strategy and process performance of knowledge-intensive SMEs in the epidemic era: a process-oriented perspective

PurposeThis study analyzes in-depth how knowledge-intensive small and medium-sized enterprises (SMEs) can achieve higher new product development (NPD) process performance in the epidemic era and examine the internal development mechanism of knowledge-intensive SMEs in the process of continuous digital transformation.Design/methodology/approachThis issue is tested with partial least squares on data collected via a survey conducted from November 2021 to February 2022. The sample comprises 487 knowledge-intensive SMEs operating in China.FindingsThe results indicate that one form of cross-functional ambidexterity, market development strategy (MDS), plays an important role in process performance from an inside-out financial perspective and an outside-in customer perspective. Simultaneously, product innovation efficiency (PIE) mediates the relationship between MDS and the above results. Big data analytics capabilities (BDACs) positively regulate the relationship between MDS and PIE.Research limitations/implicationsThe authors do not consider other contingency factors. Future research should introduce influential factors such as leadership and competitive intensity to further distinguish the effects of MDS on NPD process performance.Practical implicationsThe study findings offer suggestions to help knowledge-intensive SME managers better manage their NPD process by making better use of their limited resources in developing countries such as China.Originality/valueThis study is one of only a few to adopt a process-oriented perspective to specifically examine how one form of cross-functional ambidexterity, MDS, impacts knowledge-intensive SME process performance in the epidemic era. This study also extends the theoretical framework of cross-functional ambidexterity to BDAC research.

The Antecedents of Consumer Satisfaction Toward OTT Platforms During COVID-19 Lockdown in India

The outbreak of COVID-19 has emerged as the biggest threat to human life. It has changed the entire lifestyle of human beings concerning their emotional stability and cognitive development. Enjoyment is one of the emotions and acts as a positive stimulus that a consumer used to feel and seeks for a balanced life. Since the nationwide lockdown was implemented on March 25, 2020, people have turned restless about how to enjoy themselves at home, as all of their options of going out were being shattered. It was the time when continuous innovations in the form of digital content through over-the-top (OTT) platforms flourished and provided an affordable and diversified entertainment source to consumers. These OTT services help consumers to view the contents via the Internet directly. Furthermore, it has drastically changed people's preferences toward diversified content based on their choices. This study aims to explore the various determinants affecting consumer satisfaction toward the OTT platforms amid COVID-19 crisis in India. The study's main findings revealed that among the demographic variables, age group of the consumer largely influences their satisfaction toward OTT platforms. Moreover, work from home, affordability, convenience, and content quality are the significant determinants affecting consumer satisfaction levels toward OTT platforms. The study is relevant to the current marketing scenario, as it provides useful insights for the content developers of the major OTT platforms such as Amazon Prime, Netflix, Disney+ Hotstar, Voot, and many others to enhance the consumer satisfaction in the terms of digital content consumption.

Cold Comfort for Bio/Pharma

The COVID-19 pandemic highlighted how vital cold chain is for the pharmaceutical industry, particularly as some vaccines needed to be produced, transported, and stored at -70 °C. Market projections for cold chain logistics of pharmaceuticals are projected to grow at a compound annual growth rate of 9.03% by 2025, which is reported to be driven by greater global demand for pharmaceuticals, increasing initiatives to promote cold chain, and more demand for reefer containers from the pharma industry (1). Gilmore (Tower Cold Chain): Putting the European success of the COVID-19 vaccine rollout to one side, the demand for effective temperature-controlled packaging solutions in the pharmaceutical supply chain has increased significantly in recent years. Today, the cold chain is grappling with additional challenges: serving a global market, driving out costs and waste, addressing capacity and resource constraints, and dealing with continually mounting regulations-all whilst handling valuable pharmaceutical cargo. Cold chain logistics providers must invest in the latest on-board equipment built into containers to track temperature and location, and to make data available to partners and customers in real time, to prevent or mitigate loss.

The effects of online restaurant menus on consumer purchase intention: evidence from an emerging economy

PurposeThis study evaluates the impact of online menus and perceived convenience of online food ordering on consumer purchase intention and shows how a desire for food creates a relationship between an online menu and a customer's purchase intention. Suggestions for management are proposed to design an effective menu to improve business performance in the competitive market in Vietnam.Design/methodology/approachThe paper follows a quantitative method. Quantitative research aims to analyze and critically evaluate the research question(s) to discover new factors.FindingsFindings indicate a positive relationship between menu visual appeal (MV), menu informativeness (MI), desire for food (DF), the perceived convenience (PC) of ordering food online and intention to purchase (PI). The attractiveness of images and information is a significant factor affecting diners' desire to eat, while the demand for food and the convenience of ordering food online are also factors affecting purchase intention.Practical implicationsThe study confirms the importance of online menus to purchase intention. Economically, when supply and demand are reasonable, the market is stable and technology develops. In terms of social, hygiene, attractiveness and price factors, it is helpful to have an overview. Research is the premise for further studies with factors from menu to customer trust.Originality/valueThe study provides a solid foundation for further studies on restaurant menu elements as well as a new perspective on how restaurants improve their dishes.

Editorial: Post-COVID-19 global trade and business environment and maritime supply chain

Since January 2020, the COVID-19 pandemic has caused widespread impacts on virtually every sector of the global economy, including world trade and global supply chains. [...]it has been argued that the existing globalised economies might require to be restructured in the aftermath of the COVID-19 pandemic when governments and firms start to re-strategize their critical supply chains through various disruption and resilience management strategies. [...]other shipping intermediaries, i.e. freight forwarders and logistics service providers, who play crucial roles in connecting demand and supply of maritime supply chains also suffered due to reduced business transactions. [...]the focus of this special issue is on understanding the impact of the COVID-19 pandemic on various players in the maritime supply chain, as well as possible trends of global trade and maritime supply chains and strategies and policies in the aftermath of the pandemic.

Economic Aspects of a Resource Sharing Manufacturing Network under Turbulences

Nowadays, manufacturing companies face more difficulties than ever. Unrest in global supply chains triggered by fluctuating customer demand, raw material shortages and crises (Covid pandemic, global warming, wars) complicate the utilization of production resources necessary for economic success. Also, the rapidly changing environment causes existing production plans to be adapted, which results in order changes, causing additional costs for manufacturers. One solution to cope with these problems is cooperation and sharing resources: requesting capacity from partners when having shortages and offering them temporarily in case of excess capacity. In this paper, a platform-based resource sharing mechanism is investigated from the economic perspective. In the mechanism, requests and offers are matched by a central platform applying a complex matching logic. The platform provides valid alternatives based on the incoming ordersthat the requesting company can choose from. Companies are rating each other's performance after each interaction based on delivery accuracy;choosing between resource offers is made based on the cumulated rating about the offeror and the price of the offer. Within this paper, the aim is to investigate the resource sharing mechanism from the economic point of view based on an approach to the responsiveness of a supply chain structure to turbulence, to support decision-makers trying to cope with unexpected changes. For this purpose, here the mechanism is briefly introduced, and basic concepts about turbulences in supply chains are also presented. Cost types related to resource sharing manufacturing companies are distinguished, and the model is validated with agent-based simulation. A simulation experiment is performed to investigate the use-case of outsourced jobs having different price levels. Based on the experiment, it can be concluded that there is a price level limit in such a resource sharing federation, under which it is worth it to collaborate with partners by outsourcing certain jobs to them. © 2022 Authors. All rights reserved.

Transformative service research approaches for visitor experiences in major sporting events

PurposeThis research conceptualises the hallmark event, Melbourne Cup in Australia, as a major sporting brand experience. While numerous studies have explored consumer engagement and experiences in major sporting events, few research studies highlight the negative issues, such as alcoholism, gambling and violence, that may affect consumer engagement and experience. This article addresses the challenges and opportunities of providing immersive and transformative experiences through transformative service research (TSR) approaches when such negative issues are swirling around.Design/methodology/approachThe paper is conceptual. It uses the example of Melbourne Cup to illuminate aspects of the conceptual framework.FindingsThe article unpacks a myriad of positive and negative immersive brand experiences and contributes a conceptual framework to understand the sporting brand experience phenomenon and shows how authentically responsible marketing approaches can improve the sport spectator experience.Research limitations/implicationsInsights from the extended TSR framework presents implications for various organisations that are involved with strategic destination marketing approaches. It guides key stakeholders to engage in dialogue and collaborate in order to improve the attendee transformative experience. Inviting collaborators will facilitate the exchange of ideas that will improve event organisation. Consistent approaches among hospitality service providers would improve alcohol service and create a safe environment for attendees. The TSR framework guides players of the experience to engage in meaningful dialogue with a common goal to improve consumer wellbeing. Education and training therefore are key elements in the consumer sporting brand experience.Practical implicationsThe adapted TSR framework offers insights to destination marketers such as sporting agencies, tour operators and sporting organisations/clubs. Marketers may promote bigger sporting events and organise tours via travel agencies and ignore key elements that may influence attendee decision. Destination marketing organisations (DMOs) can use the framework to promote effective planning and the key initiatives that the iconic event is involved with. The framework can be used as a guide to manage similar international events. Events of major or mega size and international reputation need specific frameworks that address crowd behaviours of similar sizes.Originality/valueAn extended transformative service approach is being conceptualised for major sporting brand experiences. Practical implications are also highlighted for DMOs when raising the profile of city brands.

Marketing Strategy: The Way to Create Store Loyalty in Indonesia Modern Retail

Supermarket in Indonesia and other countries is important for people to come and shop for primary and secondary necessities. With high economy growth supermarket business should have a good opportunity to survive the Covid 19 pandemic. Many people still shop in a brickand-mortar store for supermarket in Indonesia, thus it is possible that this type of business will still be growing in the future. As one of the leading local modern supermarkets in Surabaya, Hokky Supermarket defines itself as supermarket that provides premium ingredients and unique products. The sample used in this study includes Hokky Supermarket costumers domiciled in Surabaya, who are man and woman aged between 18-60, have visited and make a purchase at Hokky Supermarket Surabaya for at least 2 times in the last 3 months, have visited and made a purchase at other supermarkets in Surabaya for at least 2 times in the last 3 months, and have asked for help or interacted with Hokky Supermarket Surabaya employees. There are 139 respondents. Based on the data analysis, it can be concluded that all the five hypotheses in this research are supported.

If and to What Extent Does Organizational Learning Culture Predict Turnover Intentions of Telecommuting Call Center Agents?

This study focuses on measuring the relationship between organizational learning culture (OLC) and turnover intentions of telecommuting call center agents. Although many studies involve the call center industry from different perspectives, the literature is scant in studies that have assessed the relationship between OLC and turnover intent in telecommuting call center agents. Call centers exist in almost every organization worldwide. Organizations have centralized their customer service process through computerbased technologies allowing call center agents to work from home. In addition, in the post-COVID-19 era, telecommuting has become a permanent option for many call center employees. Indeed, in the call center industry, telecommuting has become an essential part of the business strategy that seeks to attract new and maintain current employees. In the call center industry, learning is a factor that influences job satisfaction and turnover intentions. Specifically, OLC increases job satisfaction and performance in telecommuting call center agents, influencing employees' turnover intentions. The study 's findings indicate that OLC is a needed factor that helps lower turnover intentions of telecommuting call center agents in the United States.

A Three-Stage Hybrid SEM-BN-ANN Approach for Analyzing Airport Service Quality

The novel coronavirus (COVID-19) outbreak has impacted the aviation industry worldwide. Several restrictions and regulations have been implemented to prevent the virus's spread and maintain airport operations. To recover the trustworthiness of air travelers in the new normality, improving airport service quality (ASQ) is necessary, ultimately increasing passenger satisfaction in airports. This research focuses on the relationship between passenger satisfaction and the ASQ dimensions of airports in Thailand. A three-stage analysis model was conducted by integrating structural equation modeling, Bayesian networks, and artificial neural networks to identify critical ASQ dimensions that highly impact overall satisfaction. The findings reveal that airport facilities, wayfinding, and security are three dominant dimensions influencing overall passenger satisfaction. This insight could help airport managers and operators recover passenger satisfaction, increase trustworthiness, and maintain the efficiency of the airports in not only this severe crisis but also in the new normality.

The COVID-19 Pandemic Effect on Customer Tipping Behavior for Online Motorcycle Taxi Service

This research aims to determine whether there is a change in the amount of tip for drivers by customers during the COVID-19 pandemic compared to before the pandemic and to find out the customers' motives in tipping drivers during the COVID 19 pandemic. The research employs a quantitative approach through survey methods. The scale measurement technique uses the Likert scale and Interval scale. The number of respondents in this research are 453 Indonesian who use online motorcycle taxi service application. The data obtained were analyzed using SPSS through descriptive statistical analysis and multiple linear regression. The results show that most of the respondents tipped more amount during the COVID-19 pandemic than the amount of tip they gave before the pandemic. Giving a tip to drivers by customers was driven by several motives/ reasons in the following order: a customer has the nature of wanting to help others without expecting to get rewards (altruism), wants to follow and obey applicable social norms (social norms), wants to give a reward for the satisfaction obtained from good service (reward positively), and wants to maintain social status and increase self-esteem in the social environment (social esteem).

Post COVID-19's opportunities for customer-centric green supply chain management and customers' resilience, the moderate effect of corporate social responsibility

PurposeThis research aims to profoundly investigate the post-COVID-19's opportunities for customer-centric green supply chain management (GSCM) and perceived customer resilience by studying the correlation between fear-uncertainty of COVID-19, customer-centric GSCM, and the perceived customers' resilience. Moreover, to examine how the perceived corporate social responsibility (CSR) activities moderates the relationship among the variables.Design/methodology/approachIn this study partial least squares structural equation modeling (PLS-SEM) was adopted on a sample of 298 managers and customers in the Egyptian small and medium enterprises (SMEs) market for data analysis and hypotheses testing.FindingsPreliminary results indicate that the fear-uncertainty of COVID-19 positively affects customer-centric GSCM. Also, external CSR moderates the association between fear-uncertainty towards COVID-19 and customer-centric GSCM. However, internal CSR does not moderate this relationship. Customer-centric GSCM has a significant positive impact on the perceived environmental and social resilience. However, it has an insignificant effect on the perceived financial resilience. Also, customer-centric GSCM has a significant mediation outcome on the relation between fear-uncertainty of COVID-19 and the perceived environmental and social resilience. However, this relation is insignificant regarding the perceived financial resilience.Practical implicationsManagers could develop a consistent strategy for applying CSR practices, providing clear information and focusing on their procedures to meet their customer needs during COVID-19. Governments and managers should develop a consistent strategy to apply customer-oriented green practices to achieve customers' resilience, especially during the pandemic.Originality/valueBased on the "social-cognitive,” "stakeholder” and "consumer culture” theories, this study shed light on the optimistic side of the COVID-19 pandemic, as it also brings the concepts of social responsibility, resilience and green practices back into the light, which helps in solving customers' issues and help to achieve their resilience.

Contextual Market Basket Analysis during Covid-19

One form of Data Mining application to analyze Market Basket Analysis. Market Basket Analysis helps identify buying patterns formed from concurrent transactions. One of the problems with Market Basket Analysis is that customer needs vary according to season and time of day, especially during this covid-19 season. For this purpose, by using the Artificial Neural Network (ANN) Approach that is connected to Market Basket Analysis, it can analyze and compare purchasing patterns and can identify rules that were formed before and after covid-19;several rule changes were found due to changes in people's behavior patterns. [ FROM AUTHOR] Copyright of Journal of Social Science (2720-9938) is the property of Ridwan Institute and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full . (Copyright applies to all s.)

The resilience factors of the agri-food supply chain: An integrative review of the literature in the context of the COVID-19 pandemic

Purpose: During the COVID-19 global pandemic, a very significant change has occurred in the demand for basic goods, resulting from the change in the consumer needs of the population in light of a large-scale health and economic crisis. This has revealed the true importance that the agri-food supply chains (ASC) have in the design of business strategies, especially at exceptional times, when the logistics process must be robust enough to continue to ensure the supply of products. In this context, the article presents a qualitative review of the academic literature, with the aim of extracting those factors that have the greatest influence on the degree of resilience of the ASC.Design/methodology: The methodology used is the integrative review of scientific publications, with a closer focus on those specialized in the supply chain, in order to perform a critical analysis and demonstrate theory based on the existing evidence. Both the document search and the content analysis abide by rigorous, explicit criteria.Findings: The bibliographic analysis reveals that there are at least three business strategies that can be considered critical factors in the degree of resilience of the ASCs. These three strategies are: a customer-oriented business awareness;distribution models based on proximity;and cooperative practices among the factors that make up the value chains.Originality/value: In such an important historical moment as the Coronavirus pandemic, it is very appropriate to look back in order to analyze all the scientific literature that could help us to better understand the current situation. It is even more important to do so in those areas of knowledge that do not yet have a consolidated academic trajectory, such as in the case of the resilience of supply chains.

How Cultural Intelligence Facilitates Employee Voice in the Hospitality Industry

Drawing upon person-environment fit, specifically demands–abilities fit, this paper examines the impact of hospitality employees' cultural intelligence (CQ) on their voice behavior and job satisfaction. Data were collected from domestic contact employees working for restaurants in three major cities in the United States. The results of the PLS-SEM model show that CQ has a positive effect on employees' voice behavior through self-efficacy. Further, CQ has a positive effect on job satisfaction through a sequential mediation of self-efficacy and voice. This study contributes to the CQ and voice literature, utilizing CQ as a person's ability to meet job requirements. This study also has important practical implications for hospitality practitioners who depend on employee voice for the success of organizations in today's ever-changing global environment.

Do E-wallets trigger impulse purchases? An analysis of Malaysian Gen-Y and Gen-Z consumers

This study investigates the factors influencing Generation Y and Z's satisfaction and perceived enjoyment of using E-wallet. This paper further assesses whether consumers perceived enjoyment and satisfaction with using E-wallet would significantly affect their impulsive buying behavior. PLS-SEM was conducted based on 201 valid responses from active E-wallet users collected through an online survey. The results revealed that perceived interactivity and subjective norm positively influenced perceived enjoyment and satisfaction with using E-wallet, respectively. Perceived risk had no significant impact on perceived enjoyment and satisfaction with E-wallet, whereas visual appeal positively influenced perceived enjoyment but not satisfaction. Moreover, this study found that perceived enjoyment of using an E-wallet positively affected impulse buying while satisfaction with E-wallet had no significant relationship with impulse buying. Implications and recommendations for future research are discussed in this paper.

TwIdw—A Novel Method for Feature Extraction from Unstructured Texts

Featured ApplicationThe research has a potential application in the field of fake news detection. By using the feature extraction technique, TwIdw, proposed in this paper, more relevant and informative features can be extracted from the text data, which can lead to an enhancement in the accuracy of the classification models employed in these tasks.This research proposes a novel technique for fake news classification using natural language processing (NLP) methods. The proposed technique, TwIdw (Term weight–inverse document weight), is used for feature extraction and is based on TfIdf, with the term frequencies replaced by the depth of the words in documents. The effectiveness of the TwIdw technique is compared to another feature extraction method—basic TfIdf. Classification models were created using the random forest and feedforward neural networks, and within those, three different datasets were used. The feedforward neural network method with the KaiDMML dataset showed an increase in accuracy of up to 3.9%. The random forest method with TwIdw was not as successful as the neural network method and only showed an increase in accuracy with the KaiDMML dataset (1%). The feedforward neural network, on the other hand, showed an increase in accuracy with the TwIdw technique for all datasets. Precision and recall measures also confirmed good results, particularly for the neural network method. The TwIdw technique has the potential to be used in various NLP applications, including fake news classification and other NLP classification problems.

Digital disruption: the hyperlocal delivery and cloud kitchen driven future of food services in post-COVID India

PurposeThe pervasive impact of the COVID-19 virus on the food services sector in India has created conditions for fundamentally altering the structure of the industry. This paper offers a nuanced evaluation of the transfiguration of the market, explaining descriptive views supported by numerous secondary data sources.Design/methodology/approachThis is a self-driven study grounded in secondary data. Qualitative and quantitative assessments are assimilated from credible market research reports of multiple agencies in the Indian context, as well as news developments during the pandemic period.FindingsDigitally pivoted platforms such as cloud kitchens and delivery aggregators will eclipse all other formats due to the potential long-term prevalence of the COVID-19 virus. These formats would rise to a dominant position in the Indian food services sector in the coming decade.Research limitations/implicationsThis study is entirely driven by secondary data due to the inherent difficulties of collecting sizeable and good quality primary data as a result of the lengthy and stringent lockdowns imposed across India. Future studies should consider collecting consumer responses to get a better picture of changing dining habits in the post-pandemic scenario.Practical implicationsThe dynamic and evolving food services in India, catalyzed by the Internet and digital technologies will help academicians study the long-term implications of this change, and how it would impact society at large. The paper provides a rich body of contemporary data and analysis in the food services sphere.Social implicationsThe COVID-19 pandemic and its long-term persistence would dramatically alter food service consumption across India. This will not only change how the industry is structured, but will reshape how food is consumed into the future.Originality/valueThe study is a holistic examination of the relationship between the coronavirus pandemic and the food services industry in India. The macro perspectives aided by news coverage and industry research would help generate potential research questions on its own merits.