Service industries have chosen the significance of customers' satisfaction and loyalty in one side, and the retention of these customers in another side. Factors influencing the retention of customers in which brand credibility is one. Despite there have been studies targeting issues of brand, satisfaction and loyalty; this study included word of mouth to fill the existing gap in the Internet service providers in Malaysia. 120 respondents participated in this study, which all were customers of Internet services for at least 2 years. This study found that brand credibility has positive impact on word of mouth through customers' satisfaction and loyalty.

The notion of brand attitude has been conceptualized and been the target of different empirical investigations. There are arguments regarding the antecedents and the consequences of this concept in business environment, and it is believed that there are several factors affecting brand attitude including advertisement and customer satisfaction. On the other hand brand attitude has been argued to be positively related to purchase intentions among customers. This study by analyzing smartphone brands in Malaysia found that the relationship of customer satisfaction and advertising with brand attitude is positive and significant, while the latter is positively related to purchase intention.

Ethical leadership has been attracting attention of different kinds. While the concept is still in its infancy, contribution from all aspects of business and management is required to examine the cross-sectional, cross-cultural applicability to provide further insights. Attempts have been made to theoretically and empirically examine the relationship between ethical leadership and several outcomes (e.g. job satisfaction, organisational commitment), however, most of these studies have been conducted in western countries. This calls for further analysis of this particular leadership style to fill the existing gap and enrich the literature. Using 183 samples from middle managers/supervisors in the hotel industry in Malaysia, the present study found that ethical leadership is positively and significantly related to both job satisfaction and organisational commitment among these middle managers, which then resulted in negative turnover and positive organisational citizenship behaviors amongst them. While, contributing significantly to the current literature on ethical leadership in the hospitality industry, this research also provides support for the notion of constructive consequences of leaders becoming role models in their organisations by following ethical standards in their behaviors and decision-making process.

Recently introduced and conceptualized ethical leadership was examined in one sector of hospitality industry in this study. Scholars believe that by becoming role models in terms of conducting ethical codes of conducts in behaviors and decision making-process, leaders are able to enhance and influence different outcomes in their respective organization. To empirically examining the productive influence of this particular leadership, employee's behavioral outcomes were investigated. Using 117 data revealed that when leaders are considered to be role models in their respective organizations, their followers tend to be satisfied and committed, in which would result in diminishing their intention to leave the organizations.

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