Highlights Insights into the impact of COVID-19 outbreak on automobile and airline supply chain is provided. Integrated time-to-recovery and financial impact analysis, empirical survey and semi-structured interviews were used. Localized supply sources and industry 4.0 technologies identified as significant strategies by automobile industry. Business continuity by defining operations at the airport and flights perceived significant strategy by airline industry. Real-time information sharing and cooperation among supply chain stakeholders is critical.

PurposeTo examine the impact of relationship marketing strategy on customer loyalty.Design/methodology/approachA questionnaire derived from previous studies and the relevant literature was completed by 220 bank customers in Malaysia. Multiple regression analysis assessed the impact on customer loyalty of four key constructs of relationship marketing (trust, commitment, communication and conflict handling).FindingsThe four variables have a significant effect and predict a good proportion of the variance in customer loyalty. Moreover, they are significantly related to one another.Research limitations/implicationsThe relationships investigated in this study deserve further research. Because the data analysed were collected from one sector of the service industry in one country, more studies are required before general conclusions can be drawn.Practical implicationsIt is reasonable to conclude, on this evidence, that customer loyalty can be created, reinforced and retained by marketing plans aimed at building trust, demonstrating commitment to service, communicating with customers in a timely, reliable and proactive fashion, and handling conflict efficiently.Originality/valueReinforces and refines the body of knowledge relating to customer loyalty in service industries.

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PurposeThis research seeks to empirically evaluate the influence of the underpinnings of relationship marketing on the perceived quality of bank‐customer relationship, and on customer satisfaction in the Malaysian banking sector.Design/methodology/approachA field survey of bank customers in Malaysia was conducted using a questionnaire. The data were factor‐analysed to determine the key dimensions of RM. The resulting dimensions were applied in the subsequent discriminant analyses conducted to determine which factors discriminate between customers on the basis of perceived bank‐customer relationship quality and customer satisfaction.FindingsThe results show that five key dimensions, namely: competence, communication, conflict handling, trust, and relationship quality, discriminate between customers in terms of perceived relationship quality and customer satisfaction. Moreover, overall bank‐customer relationship quality discriminates between satisfied customers and those who are not.Research limitations/implicationsThis study was conducted in a bank setting, and may not be generalised in other industries. It has also not considered the impact of the relationship management underpinnings on customer loyalty. However, by employing these constructs, and replicating this study in other industries, researchers would be able to unveil the factors that discriminate between loyal customers and those who are not, and also produce more generic results.Practical implicationsFindings suggest that banks can create customer satisfaction by exhibiting trustworthy behaviour, showing genuine commitment to service, communicating information to customers efficiently and accurately, delivering services competently, handling potential and manifest conflicts skilfully, and improving overall customer relationship quality.Originality/valueInterest in the subjects of relationship marketing and customer satisfaction has been growing among marketing researchers and practitioners. This study adds value by unveiling the key antecedents of relationship quality and customer satisfaction (using the relationship management approach) that can be used in customer relationship management. Customer relationship management itself enables organisations to leverage on privileged information gained through closeness to customers.

Purpose -Adopting the technology acceptance model, this research examines the factors that determine intention to use online banking in Malaysia Borneo. Perceived ease of use and perceived usefulness factors are considered to be fundamental in determining the acceptance and use of various information technologies. However, these beliefs may not fully clarify behavioural intention towards newly emerging technologies, such as online banking. Design/methodology/approach -This study extends the model to include user computer experience and confidence. Findings -The results indicate that perceived usefulness and perceived ease of use are strong determinants of behavioural intention to adopt online banking. There is also an indirect effect of computer self-efficacy and prior general computing experience on behavioural intention through perceived usefulness and perceived ease of use. Research limitations/implications -the relatively small size of the sample somewhat limits generalizations. Practical implications -Useful to banks and financial institutions planning further online sevices for their customers. Originality/value -Extends the understanding of the technology acceptance model.