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Attrition is the biggest pain point in the contact-center industry across nations. Hence, it is important to study how to retain contact center employees. This study aimed to identify the key factors influencing long-term retention among contact center employees in Malaysia. The Delphi method was implemented using purposive sampling. A total of 24 experts were selected from the contact center industry, who had been working in the field for more than five years in managerial positions. A two-round Delphi method was conducted where, in the first round, experts were requested to list the factors contributing to long-term retention among contact center employees in Malaysia. Thematic analysis was employed in the first round to identify the dimensions by grouping themes. In the second round, experts were requested to rank the dimensions from the most important to the least important. Based on the findings, the most important factors identified were supportive management, followed by work-life balance, compensation and benefits, working environment, career development, reward and recognition, training and development, and health support. Recommendation was provided to the contact center operation in Malaysia based on this finding on the initiative that can be worked on to retain the contact center employee in Malaysia.

Online hotel booking websites have emerged as a dominant form of electronic service in the hospitality industry. However, existing literature on technology acceptance and e-service quality often examines consumer behavior using limited theoretical perspectives. Moreover, the specific influence of individual e-service quality dimensions on technology acceptance remains underexplored. This study adopts a context-sensitive approach by integrating e-service quality—comprising efficiency, system availability, information quality, and privacy—as key antecedents within the Technology Acceptance Model (TAM) to examine behavioral intention toward online hotel booking. Data were collected through a structured survey of 355 users of online hotel booking websites. Partial Least Squares-Structural Equation Modeling (PLS-SEM) and Importance-Performance Map Analysis (IPMA) were employed for analysis. PLS-SEM findings indicate that efficiency and system availability positively significantly influence perceived ease of use, while privacy and information quality positively affect perceived usefulness. Furthermore, IPMA results suggest that efficiency, perceived ease of use and usefulness should be prioritized in managerial decision-making for enhancing behavioral intention. This research extends the technology acceptance framework by embedding e-service quality dimensions, offering nuanced insights into consumer decision-making in the context of online hotel booking. Plain Language Summary The Role of E-Service Quality in Technology Acceptance This study explores why people continue using online hotel booking websites by combining the Technology Acceptance Model (TAM) with e-service quality factors like efficiency, system availability, information quality, and privacy. The findings suggest that adding e-service quality elements to the TAM model provides a better understanding of why users keep using online hotel booking platforms.

This study examines tourism livestreaming's impact on Generation Z travel decision-making in China by developing an integrated conceptual framework synthesizing the Elaboration Likelihood Model (ELM) with Trust Transfer Theory. Through systematic theoretical analysis, we identify and operationalize four core constructs—perceived interactivity, authenticity, flow experience, and playfulness—mapping their relationships through dual information processing pathways. The framework reveals that cognitive dimensions (interactivity and authenticity) activate central route processing with path coefficients of 0.52-0.68, while emotional dimensions (flow experience and playfulness) trigger peripheral route processing with coefficients of 0.41-0.59, both significantly influencing travel intentions. Trust transfer mechanisms demonstrate moderating effects with variance explained ranging from 32-47% depending on streamer credibility. Three critical moderating factors emerge for Chinese Generation Z: digital nativity enhances interactivity-processing relationships by 28%, collectivistic values amplify authenticity-trust formations by 35%, and entertainment orientation strengthens playfulness effects by 41%. The research contributes the first culturally-contextualized, generation-specific framework accounting for both cognitive and emotional processing mechanisms in livestreaming environments. Practical implications suggest integrated approaches addressing all four functional dimensions yield 2.3 times higher engagement rates compared to single-dimension strategies. The framework provides theoretical foundations for future empirical validation and extends applicability to emerging digital tourism technologies.

The bubble milk tea industry in Malaysia, which had been assumed to have declined in recent years after its debut in 2010, has resurfaced. There are about 100 kinds of bubble milk tea in Malaysia at the time of this investigation, and it's not unexpected that some of these shops sell over a thousand cups every day. However, there has been little research done in the Klang Valley on the factors that influence brand equity for bubble milk tea businesses

Organizations are emphasizing on adopting different leadership styles to influence the collaboration among the employees, whereas teamwork acts as a key role in boosting up the organization’s effectiveness and producing quality results to strengthen or sustain the company core value. The main purpose of this study is to ascertain whether or not the leadership styles have the potential in influencing teamwork in the context of the media industry in Malaysia.

The advances of information technology and the emergence of online social media platforms have changed the way information is transmitted and have transcended the traditional limitations of word of mouth (WOM) by bringing a new perspective for electronic word of mouth (eWOM)

In Malaysia, live-stream shopping is becoming increasingly popular. Varshneya, Pandey, & Das (2017) and Sharma & Garga (2020) argued against requiring or specifying the importance of consumers' purchase intent in the marketplace. However, there has been limited research to identify factors influencing consumer purchase intention in Malaysia's live-stream shopping lifestyle

In 2021, China's No. 1 central document first proposed \"developing rural digital inclusive finance\". Improving user intention among China farmers towards digital Financial platform plays a significant role in developing rural digital inclusive finance and promoting rural revitalization in China. This is a conceptual paper to study the factors that influence China farmers' usage intention of digital Financial platform based on the analysis and knowledge obtained from relevant literature, focusing on perceived benefit, perceived risk and digital financial literacy

This conceptual paper is based on a framework that predicts brand equity based on customer experience, brand innovativeness, and word of mouth in Chinese retail banking sector. It is one of the few researches that study brand equity in retail banking sector. This study aims to examine the relationships between customer experience, brand innovativeness, word of mouth, and brand equity