Purpose The purpose of this paper is to examine e-service quality (E-SQ) of online shopping in Pakistan using “E-S-QUAL scale.” Moreover, in this study, the relationship of E-SQ with e-customer satisfaction (E-CS) and e-customer loyalty (E-CL) has been studied. Design/methodology/approach Following a quantitative research methodology, data were collected from 298 respondents using convenience sampling and survey research design was followed. In order to develop the model and test the hypotheses, structure equation modeling (SEM) was done through AMOS. Findings Findings indicate that all of the first latent constructs are significant where E-CS and E-CL (dependent variables) are influenced by E-SQ (independent variable). Using SEM, statistically fit structural model was developed on the basis of confirmatory factor analysis. The analysis shows that there is a strong positive relation between E-SQ and E-CS and E-SQ and E-CL. Practical implications Asian markets have been identified as the fastest growing e-commerce markets in present era. Similarly, retail sector in Pakistan is booming, at the same time an exponential increase is being observed in the number of internet users and online shopping. It is important for marketers and retailers to explore new horizons and enter the age of e-commerce for expansion of their businesses. Originality/value The increasingly wide use of the internet is influencing everything around the globe and these emerging e-commerce trends have tremendously changed the mode of shopping from brick and mortars to e-stores. The study explores the e-commerce and focuses on E-SQ and its impact on E-CS and E-CL in the context of a developing economy, i.e. Pakistan, uncovering the key dimensions and attributes.

Purpose In rapidly changing global village, individuals, organizations and the society are faced with various unforeseen challenges every day, and these challenges continuously trigger and test the instincts for survival, and higher education is of no exception. In the context of today’s most critical uncertainty, i.e. COVID-19, the purpose of this study is to highlight the significance of two leadership styles, i.e. adaptive and academic leadership, and assessing readiness for change among higher education institutions (HEIs) of Punjab, Pakistan. Design/methodology/approach An online survey was conducted to collect data from 404 permanent faculty members in the public sector universities identified using stratified random sampling. The hypotheses developed were tested using co-variance-based structural equation modeling. Findings As per the findings, both leadership styles as exogenous constructs and the presence of organizational learning capability as mediators contributed positively in crafting organizational readiness for change (ORC) among HEIs in the course of unpredictable circumstances. Practical implications The COVID-19 episode globally has reiterated the importance of change, and the role of leadership in this regard cannot be undermined. This study, for that matter, stresses on the importance and benefits of academic and adaptive leadership dealing with uncertainties or change and the readiness of HEIs for change. Several institutions faced challenges in doing so, and the transition was not smooth, except for institutions where leaders were the differentiating factor. On top of it, institutions that had timely invested in digital systems and had enhanced organizations learning capacity survived in these turbulent times. Originality/value COVID-19 has placed tremendous challenges on HEIs to adapt with the rapidly changing conditions. Hence, this study is unique in understanding the academic and adaptive leadership styles in context of ORC. This study further helps in understanding that how public sector universities that are already influenced by stringent bureaucratic structures react to change.

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The role of leadership in an organizational system has remained of central concern in organization studies. Over the time, the emergence of various theories has unfolded the unique influential roles of leadership embedded in organizational management. Among various leadership styles and theories, a relatively new concept of Authentic Leadership (AL) is worthy of attention with respect to the changing demands of the media industry. The origin of the concept of authenticity is found in ancient Greek philosophy and it is defined in history as “being true to oneself”. Trust is the basic constituent based on which people can count on one another and work together in a conducive environment. AL is an idea to leadership that focuses on developing leader’s legitimacy via “honest relationships with followers”. In this study, AL is measured through four dimensions that include Self-awareness, Balanced Processing, Moral Perspective and Relational Transparency. Media is expected to be a watchdog on affairs of the state and government, therefore, the public requires media industry to be responsive, transparent and unbiased based on principles of ethics and true reporting. In order to achieve a positive environment and culture in the organization, this study focuses on the idea of Organization Citizenship Behavior (OCB) in connection with AL. This paper investigates the relationship between the said variables and tries to find out the impact of AL on OCB, for that matter, a quantitative research strategy has been followed. Respondents for this study were conveniently selected from bureau offices of six news channels making the sample size to be 220