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The main goal of this review paper is to provide a systematic review of Multiple Criteria Decision-Making (MCDM) techniques in regard to transportation systems problems. This study reviewed a total of 89 papers, published from 1993 to 2015, from 39 high-ranking journals; most of which were related to transportation science and were extracted from the Web of Science and Scopus databases. Papers were classified into 10 main application areas and nine transport infrastructure. Furthermore, papers were categorized based on the author(s) and year, name of the journal in which they were published, technique and approach, author(s) nationality, application area and scope, study purpose, gap and research problem and results and outcome. The results of this study indicated that more papers on MCDM in 2013 than in any other year. AHP and Fuzzy-AHP methods in the individual methods and hybrid MCDM and fuzzy MCDM in the integrated methods were ranked as the first and second methods in use, respectively. The Transportation Research Part A: Policy and Practice was the most significant journal in this study, with 13 publications on the topic. Finally, service quality was ranked as the first application area and airline industry was ranked as the first transport infrastructure that applied MCDM techniques.

Multiple criteria decision-making (MCDM) is considered as a complex decision-making (DM) tool involving both quantitative and qualitative factors. In recent years, several MCDM techniques and approaches have been suggested to choosing the optimal probable options. The purpose of this article is to systematically review the applications and methodologies of the MCDM techniques and approaches. This study reviewed a total of 393 articles published from 2000 to 2014 in more than 120 peer reviewed journals (extracted from Web of Science). According to experts' opinion, these articles were grouped into 15 fields. Furthermore, these articles were categorised based on authors, publication date, name of journals, methods, tools, and type of research (MCDM utilising research, MCDM developing research, and MCDM proposing research). The results of this study indicated that in 2013 scholars have published articles more than in other years. In addition, the analytic hierarchy process (AHP) method in the individual tools and hybrid MCDM in the integrated methods were ranked as the first and second methods in use. Additionally, the European Journal of Operational Research as the first journal with 70 publications was the significant journal in this study. Finally, energy, environment and sustainability were ranked as the first areas that have applied MCDM techniques and approaches.

Purpose – The purpose of this paper is to determine the factors that influence individuals’ intention to adopt internet banking in the Republic of Yemen. The current study found that a lack of empirical studies have been conducted in this field in Arab countries, in general, and in Yemen, in particular. Design/methodology/approach – The theory of reasoned action (TRA) was extended by relative advantage, perceived risk, mass media, family’s influence, innovativeness, skepticism and technology readiness (TR). Paper survey was used to collect data from 1,500 bank customers. Structural equation modeling was employed to investigate the relationships between variables. The TRA was extended by relative advantage, perceived risk, mass media, family’s influence, innovativeness, skepticism and TR. Paper survey was used to collect data from 1,500 bank customers. Structural equation modeling was employed to investigate the relationships between variables. Findings – Customer’s behavioral intention was significantly influenced by attitude, subjective norms and TR. Overall, the results indicate that the model provides a good understanding of factors that influence the intention to use internet banking service. The model explained 63.8 percent of the variance in the behavioral intention. Practical implications – The findings are of great use to banks already offering internet banking but of even greater use for those banks which are planning to offer internet banking services. The results of the study could serve as a guideline for bank managers in understanding the factors and strategic market planning that needs to be initiated to increase internet banking adoption among current and potential customers. Originality/value – Factors such as perceived usefulness, perceived ease of use and relative advantage have been found to be the determinants of internet banking adoption in previous studies. Along with the above variables, a new variable called TR has been analyzed in the present study. This kind of study has not been conducted in the Middle East context previously.

Purpose – The purpose of this paper is to investigate factors affecting knowledge sharing among academic staff in universities. Utilizing the theory of reasoned action (TRA) as the underlying research framework, the main objective of this study was threefold. First, was to examine the relationship between attitude, subjective norm, and trust with knowledge sharing intention. Second, was to examine the relationship among factors, i.e., self-efficacy, social networks and extrinsic rewards with attitude toward knowledge sharing intention and the third objective was to find out the relationship between organizational support and subjective norm. Design/methodology/approach – A total of 200 questionnaires were distributed among academic staff at three social science faculties in one public university in Malaysia. Collectively, 117 usable responses were returned. Partial Least Square analysis was utilized to analyze the data. Findings – The results indicated that of the two components of the TRA, only attitude was positively and significantly related to knowledge sharing intention. The findings also show that social network and self-efficacy significantly affect attitude and organizational support showed a strong influence on subjective norms toward knowledge sharing intention. Research limitations/implications – Future research should consider type of knowledge that is being shared. Besides, it would also be interesting to investigate potential differences of the knowledge sharing intention between academic staff in the private and public universities. Practical implications – This study offers a more clear vision of the factors that affect knowledge sharing intention among academic staff. Therefore, managers can implement practical plan to support those factors. Originality/value – Factors affecting knowledge sharing among academic staff in universities were reviewed to suggest a framework to explain this behavior in a specific context.

Purpose The current study aims at developing a conceptual framework containing original dimensions of SERVQUAL and adding two modified dimensions: patient safety and medical professionalism in healthcare service quality (HSQ) model.Design/methodology/approach An extensive review of HSQ literature pertaining to its dimensions and models with respect to content analysis and bibliometric studies of service quality in healthcare and SERVQUAL in healthcare were performed on 47 relevant studies, 4,689 and 529 documents after applying inclusion and exclusion criteria. Google Scholar and Scopus were the primary sources to find the relevant documents.Findings The content analysis was conducted to group HSQ dimensions into seven themes. Co-occurrence analysis of author keywords was performed in VOSviewer to find the links between service quality, SERVQUAL and proposed dimensions. Organization and analysis of different HSQ models and dimensions emerged from the literature result in a comprehensive conceptual framework comprising modified dimensions of healthcare service quality – medical professionalism and patient safety.Originality/value SERVQUAL is a widely accepted, tested and validated model in perceiving HSQ from the lenses of patients. But it does not cover the complex nature of healthcare service, thus requiring modification and the addition of new contextual dimensions. Therefore, a comprehensive conceptual framework is developed to validate and test quantitatively.

Purpose The purpose of this paper is threefold: first, to examine the effects of perceived corporate social responsibility (CSR) on service quality, satisfaction and repurchase intention; second, to investigate the mediating (unique and serial) effects of service quality and satisfaction; and third, to determine the moderating effects of consumer rights awareness (CRA) on the relationship between perceived CSR and consumer responses. Design/methodology/approach Survey data was collected from a sample of 604 customers of the 4 major mobile telecommunications companies in Nigeria. The partial least squares structural equation modeling approach was used to test the hypothesized model. Findings Research findings indicate that perceived CSR has direct and positive effects on service quality, satisfaction and repurchase intention. Also, service quality and satisfaction mediates (uniquely and in sequence) the effect of perceived CSR on repurchase intention. In addition, CRA moderates perceived CSR’s effect on service quality perceptions and repurchase intention. Practical implications The findings confirm the complementary relationships between CSR, service quality and satisfaction in influencing consumers’ repurchase intention. Managers should imbibe CSR as an intangible attribute that complements high-quality services, leading to enhanced customer satisfaction and repurchase intentions. The findings also suggest that CRA enhances perceived CSR’s effect on service quality perceptions and repurchase intentions. Thus, managers should take proactive steps to inform consumers of their rights, and also show efforts at protecting the same. Originality/value This study has overcome the limitation observed in previous studies by testing the sequential mediating effects of service quality and customer satisfaction in the perceived CSR–consumer response relationships. Also, this study represents a pioneering effort at empirically confirming the role of CRA in enhancing perceived CSR’s influence on consumer responses. In addition, the findings also provide insights on the impact of CSR on consumer behavior from a developing country’s perspective.

In the present challenging dynamic environment, innovation is considered as a capability that renews the competitive advantage of a company. In recent years, considerable effort has been made to examine the factors that affect innovation in organizations. Knowledge management and total quality management, which play an important role in the contemporary management progress, are among the factors investigated. On the one hand, knowledge management has been recognized as an enabler that can deploy innovation by creating, storing, transferring, and applying knowledge, while on the other hand, the implementation of total quality management practices are addressed as one of the important factors that can influence innovation in a positive way. Lately, although a few researchers have shown some interest in the relationship of total quality management and knowledge management and their have not reached a consensus to conceptualize this relation. Looking at it from the methodological perspective, this problem can be tackled by using the Joint Variance analysis method where it can demonstrate correlation among independent variables and the effect of them on innovation. This study aims to propose a framework that shows how total quality management and knowledge management are reciprocally related to each other and how this affinity can impact innovation.

As social media influencers increasingly shape sustainable consumption, understanding the psychological mechanisms underlying consumer responses is essential. Drawing on social influence theory and reactance theory, this study examines how influencer characteristics affect sustainable behavioral intentions through perceived pressure and consumer reactance, while considering the moderating role of green self-identity. Using survey data from 382 respondents, the proposed model was tested using partial least squares structural equation modeling (PLS-SEM). Given the cross-sectional research design and the reliance on self-reported data, the findings should be interpreted as associational rather than strictly causal. The results show that influencer expertise, homophily, and social influence significantly increase perceived pressure. Perceived pressure, in turn, positively influences consumer reactance, which negatively affects sustainable purchase intention and positively affects avoidance intention. In addition, green self-identity significantly moderates the relationship between perceived pressure and reactance, such that consumers with a stronger green self-identity exhibit heightened sensitivity to perceived pressure and experience stronger reactance responses, indicating heightened sensitivity among environmentally self-identified consumers. These findings extend existing sustainability and influencer marketing research by revealing the dual and potentially counterproductive effects of persuasive communication. The study highlights the importance of autonomy-supportive and identity-consistent messaging for promoting sustainable consumption and provides practical guidance for designing effective influencer-based sustainability strategies.

Sustainability is a key area of concern for manufacturing firms’ long-term success. However, the manufacturing industry has not been fully conscious of the potential sustainable values across manufacturing system. There is a need to better understand how companies can improve sustainable value creation. Recent research and practices have shown that sustainable operations can be one way to create sustainable values (e.g. economic, environmental and social). This review article focuses on the available empirical studies on the impact of lean and sustainability practices on sustainable performance from 2000 to 2018 in the context of manufacturing firms. Integrating lean and sustainability practices into manufacturing system confrontы operations managers with paradoxical tensions of sustainability objectives. Theoretically having paradoxical mindset will help firms’ managers make sense of and responв to such paradoxical tensions. In the context of sustainable operations studies, the issue of paradoxical mindset has been given less emphasis. Therefore, through the lens of the paradox theory, this study has developed a new conceptual framework for future research to investigate how paradoxical mindset moderates the impact of lean and sustainability practices on the sustainable performance of manufacturing industry. This study may add to the understanding of the circumstances, under which lean and sustainability practices impact sustainable outcomes.

Resource depletion, population growth and environmental problems force companies to collect their end of life (EOL) products for reuse, recycle and refurbishment through reverse supply chain management (RSCM). Success in collecting the EOL products through RSCM depends on the customers’ participation intention. The objectives of this study are: (1) To examine the important factors influencing customers’ attitude to participate in RSCM; (2) To examine the important factors influencing customers’ subjective norm to participate in RSCM; (3) To examine the main factors influencing customers’ perceived behavioral control to participate in RSCM; (4) To examine the influence of attitude, subjective norms and perceived behavioral control on customers’ participation intention in RSCM. The Decomposed Theory of Planned Behaviour (DTPB) has been chosen as the underpinning theory for this research. The research conducted employed the quantitative approach. Non-probability (convenience sampling) method was used to determine the sample and data was collected using questionnaires. Partial Least Squares-Structural Equation Modeling (PLS-SEM) technique was employed. A total of 800 questionnaires were distributed among customers of electronic products in Malaysia. Finally, the questionnaire was distributed among the customers in electronic retailer companies based on convenience sampling method. The empirical results confirm that consumers perception about the risk associated with EOL electronic products, consumers’ ecological knowledge and relative advantages associated with reuse, repair and recycling can influence the attitude of consumers to return the EOL products for reuse, repair and recycling to producer.