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PurposeUsing conservation of resources (CoR) theory, this study investigates the role of emotional energy as a mediating mechanism in the relationship between workplace ostracism and employees' service-oriented behaviour, as well as the moderating result of workload on the relationship between emotional energy and service-oriented behaviour.Design/methodology/approachThe opinions of 554 customer-contact employees working in Bangladesh are collected via convenience sampling. Partial least squares structural equation modelling is performed to test the model.FindingsWorkplace ostracism and emotional energy are negatively related. Emotional energy is positively associated with service-oriented behaviour and mediates the link between ostracism and service-oriented behaviour. Workload significantly and negatively moderates the association between emotional energy and service-oriented behaviour.Practical implicationsHoteliers need to improve employees' emotional energy, distribute workload appropriately and fairly and implement effective strategies to minimise workplace ostracism.Originality/valueThe findings contribute to the CoR theory by explaining the mediating role of emotional energy and moderating role of workload in the Bangladeshi hospitality industry.

This study examines the mediating role of green entrepreneurship orientation and the green information system on green supply chain management and firms’ environmental performance relationship. It also investigates the moderating role of management support in the above association. The data were gathered from 355 manufacturing employees conveniently via a structured questionnaire administered during the survey. PLS-SEM was employed to analyse the data. Green entrepreneurial orientation and the green information system mediate the green supply chain management and environmental performance relationship. Equally, management support moderates the same association. The mediating role of green entrepreneurial orientation and the green information system and the moderating role of management support are the unique contributions towards green supply chain management and environmental performance association.

Although Fintech services benefit the hospitality industry significantly, studies conducted in Bangladesh are limited. Investigations on the mediating role of customer experience and attitude in the relationship between Fintech services and customer-loyalty intention are also scarce. Therefore, this study explores the association between Fintech services and customer-loyalty intention in the hospitality sector in Bangladesh. Additionally, it looks into how customer attitude and experience mediate the link between Fintech services and customer-loyalty intention. Data were collected from 365 respondents (customers) selected conveniently from 15 hotels (3-, 4-, and 5-star) in the two most renowned cities in Bangladesh, i.e., Chattogram and Cox’s Bazar. Smart-PLS was used to test the proposed model. The results of the study revealed that Fintech services, customer experience, and customer attitude significantly impacted customer-loyalty intention. Moreover, customer experience and customer attitude mediated the relationship between Fintech services and customer loyalty intention. The distinctive contribution of this investigation is the mediation of customer experience and customer attitude in the Fintech services and customer-loyalty intention relationship, as well as adding value to the existing Fintech literature. The study’s findings will help the hospitality sector in Bangladesh become more competitive and improve the quality of its services. Fintech companies and hospitality organizations must make careful plans to encourage the widespread implementation of Fintech.

This study intends to ascertain the correlation between green banking practices and the sustainable environmental performance of private banks. It further investigates the mediating role of employee green behavior and motivation. This study used a quantitative research method to test the study hypotheses. A standardized questionnaire with a 5-point Likert scale was utilized to collect data for the survey. The sample size consisted of 376 respondents who were conveniently selected. Data were analyzed using PLS software (Version 4.0). The main finding is that employees’ green motivation mediated the link between employee-related and customer-related green practices and a bank’s environmental performance. Equally, employee green behavior mediated the link between employee-related, operation-related, and customer-related green practices and a bank’s environmental performance. This study is one of few in Bangladesh’s banking sector that provide a comprehensive overview of green banking practices, employee green motivation and behavior, and their connections to banks’ sustainable environmental performance.

PurposeThe present research investigates the effects of green supply chain management (GSCM) practices on customer behavioural intentions (e.g. word of mouth [WOM], willingness to pay [WTP] and revisit intention [RI]) and the mediating role of customer satisfaction (CS) in the hospitality industry in Bangladesh.Design/methodology/approachThe authors applied a convenience sampling approach to distribute questionnaires and collect opinions from 404 customers who stayed in Bangladesh's five- and four-star hotels. SmartPLS was applied to examine the proposed hypothesised model.FindingsGSCM practices have positive and significant impacts on CS and behavioural intentions of customers' WOM, WTP and RI. Additionally, CS mediates the association between GSCM practices and three behavioural intentions.Practical implicationsTo boost their hotel's financial performance, hoteliers should allocate more resources to improving environmental sustainability practices in supply chain management.Originality/valueThis study's novel contribution to the literature rests in the findings regarding the mediating effect of CS. This adds value to the theory of planned behaviour. Another unique contribution of this study is that it combines three behavioural intentions (willingness to pay, RI and WOM).

PurposeThis study aims to identify factors affecting travellers' behavioural intentions regarding beach destinations in Bangladesh. The study also examines how destination experience and satisfaction mediate the nexus between destination service factors and travellers' behavioural intentions.Design/methodology/approachA self-administered survey was carried out to gather data from 375 people who had visited the beaches in Cox's Bazar. Data were examined using partial least squares structural equation modelling (PLS-SEM) to evaluate the hypotheses.FindingsThe destination experience mediates the relationship between destination service factors and complaint intention but does not mediate the relationship between destination service factors and word of mouth (WOM). Moreover, destination satisfaction mediated the relationship between destination service factors and WOM, along with complaint intention.Practical implicationsThis study's findings can be utilised by the Bangladeshi destination management to increase the number of tourists by instituting and maintaining improved destination service features in popular tourist destinations.Originality/valueThis is one of few studies on beach tourism destinations in Bangladesh that comprehensively overviews destination service factors and their influence on tourists' behavioural intentions, with a special emphasis on the mediating roles of destination experience and destination satisfaction.

The banking sector of Bangladesh has been in need of non-banking activities due to increasing competition. This study explores the effect of non-banking activities on the financial performance of the commercial banks in Bangladesh. It utilizes secondary panel data from 37 commercial banks from 2010 to 2019 and uses the Panel Corrected Standard Error estimator. Off-balance sheet activities, unlike existing literature, and non-interest income have been used to indicate the non-banking activities of the banks, whereas Data Envelopment Analysis (DEA) based cost efficiency and traditional measures including return on assets, risk-adjusted return on assets, and risk-adjusted return on equity are the indicators used for measuring the performance. The results demonstrate that the non-banking activities significantly enhances the performance of banks. It is confirmed that higher diversification through off-balance sheet activities make the banks more profitable. In addition, banks focusing on non-interest income become more resilient and profitable. Thus, for the long-term viability, banks should search for other non-banking activities apart from traditional banking activities. In addition, banks should have an appropriate amount for each kind of non-banking activity so that it will not hamper the performance in the long run.

This study analyzes the impact of blockchain mobile payment services on customer loyalty intention through the mediating role of service quality, privacy and security, and customer satisfaction in the Bangladeshi hospitality industry. Data were collected through a survey using a structured questionnaire from 326 respondents who stayed in 4- and 5-star hotels in Chattogram and Cox's Bazar. Respondents' (N = 326) opinions were analyzed employing Smart PLS software. The results ensure that privacy and security and customer satisfaction mediate the blockchain-based mobile payment services and loyalty intention relationship. However, service quality does not mediate that relationship. The findings of the mediation effect of privacy and security and customer satisfaction are a unique contribution to the blockchain literature in the field of the hospitality industry. Hoteliers are encouraged to employ appropriate blockchain mobile payment services for better quality customer service and ensured safety and security, and in turn, loyalty intention.

Purpose Drawing on conservation of resources (CoR) and speech act theories, the authors tested the relationship between managers’ motivating language (ML) and employee service quality and psychological relatedness and competence as mediating variables between their associations. Design/methodology/approach Using a convenient sampling technique, the authors collected 366 hotel employees’ opinions in Malaysia and analysed them in partial least squares-structural equation modelling. Findings Three forms of ML, psychological competence and relatedness correlate with employees’ service quality. Although direction-giving language is correlated with competence, empathetic and meaning-making language are not; thus, competence only mediates the relationship between direction-giving language and service quality. Three types (direction-giving, empathetic and meaning-making) of managers’ communication are correlated with relatedness; thus, relatedness mediates the association between the three types of language and service quality. Practical implications Hospitality managers are encouraged to enhance psychological relatedness and competence by practising an appropriate ML. Psychological relatedness and competence are significant mechanisms that enlighten the effects of supervisory communicant on service quality, indicating employees’ need satisfaction should be improved. Originality/value Our study contributes to speech act and CoR theories by explaining the relationship between ML, psychological relatedness, competence and service quality.

The study investigated the moderating effect of bank size on the relationship between income diversification and asset diversification on bank stability in the context of commercial banks in Bangladesh. A total of 180 observations from 36 listed banks were collected, all listed on the Dhaka Stock Exchange. The sample period of this study spanned from 2018 to 2022. The findings revealed that both income and asset diversification had a positive impact on bank stability. Bank size moderated the relationship between income and asset diversification with bank stability. Thus, increasing the size of banks reduced the benefits of income and asset diversification on bank stability, suggesting that larger banks may not gain much from diversification. These results have implications for policymakers and bank managers. They should employ diversification strategies tailored to bank size so that banks will benefit from diversification in the long run. This study is one of the few that uniquely reveals a negative moderating role of bank size in diversification (income and asset) and stability relationships.