Companies will survive by exploiting knowledge resources to maintain customer relationships more efficiently and effectively, as well as enhance their service quality. CRM is one of the successful management and marketing strategies that help companies increase their customer satisfaction, loyalty and retention to build and manage long-term relationships. Hence, the purpose of this research project is to measure the effect of customer relationship management and its effectiveness on consumer behavior. The concerning factors in this project that will influence the behavior of customers are sales, technology, customer services and customer satisfaction. Besides, these factors are the link between CRM and consumer behavior to understand the behavior in the retail industry specifically TESCO Company in Nilai and how they will be influenced by these factors also how it can affect the overall experience for TESCO and its customers. Moreover, when a customer has an enjoyable experience, this service experience will transform into a new service expectation, and so the next experience will be compared to the previous one. Thus, companies should meet the demands and expectations of customers to provide satisfying services and enhance service quality. KEYWORDS: Customer relationship management, Consumer behavior, Retail service

A primary contribution of this research is to empirically examine the effect of learning organizational culture (LOC) and readiness for change (RFC) on commitment to change (C2C). Meanwhile, it comes to identify the mediating role of readiness for change in the relationship between learning organizational culture and commitment to change. The data was collected throughout a survey distributed on 244 administrative staff of the educational ministries in Yemen using a stratified random sampling approach. Statistically, smart PLSSEM has been employed to obtain the results of the study. The findings revealed that all hypotheses were supported where LOC has a significant influence on both change readiness and commitment to change. Meanwhile, RFC was found to be a partial mediator in the causal and outcome variables. The implications of this study are focused on the importance of readiness for change and learning organizational culture in attaining and implement change processes as well during and after change begin.

This study seeks to understand and explore how women social entrepreneurs select their employees and how this can affect their social impact. This study has two objectives. The first is to explore the most attractive employees’ employability characteristics chosen by women entrepreneurs. The second objective was to explore the relationship between employability characteristics and the social impact of the social enterprises. This study used an exploratory quantitative paradigm to reach the study’s findings. Multiple correspondence analysis (MCA) explores employability characteristics the women social entrepreneurs select and the relationship between the selected employability characteristics and the social impact of the women’s social enterprises. The data were collected using a cross-sectional questionnaire. Data were collected from 382 employees working in 174 female social enterprises. Women social entrepreneurs were found to prefer employees with high interpersonal skills, high ethics, high physical abilities, high abilities to learn, high implicit knowledge, high reliability, and low soft skills. Linking these employability skills to social impact revealed that implicit knowledge and interpersonal skills are the most influential. A paucity of research discusses how women social entrepreneurs recruit their employees. This problem is getting worse when it comes to small social enterprises. This study led to a discussion about employability characteristics in women’s social enterprises and their impact on social impact.

Nowadays, higher education is becoming increasingly globalized and internationalized. Malaysia today aspires to be a regional hub of higher education where internationalization is believed to be the best empowerment approach to throw the country’s higher education to world class. This research paper aimed to study the various factors influence international student’s intention on progressing their higher education in Malaysia. The total response collected is 200 international students in Malaysia from different level of education with various nationalities. the method of sampling techniques in this research will the non-probability sampling in the form of convenience sampling technique. Technique of regression analysis and Pearson Correlation in SPSS is used to identify the impact and to test the hypothesis. The findings are beneficial to the policy maker whereby the results could become inputs for them in formulating related policies.

At the beginning of the year 2020, massive fast spread Coronavirus or (COVID-19) pandemic caused a serious impact on the education system worldwide. This chapter aims to explore the students' attitude to use social media as a learning tool during COVID-19 pandemic based on the view of the Health Belief Model (HBM). A total of 504 students in Malaysian universities were involved in this study. The partial least squares structural equation modelling (PLS-PM) has been employed to analyse the data collected in this study. The results indicated that perceived susceptibility, perceived severity, perceived barriers, perceived (health) motivation, perceived benefits and self-efficacy were significant in predicting the students’ attitude to use social media as a learning tool during COVID-19 pandemic. The results of this study has been contributed to the existing literature by validating HBM in the Malaysian context and provide theoretical contributions and practical implications to the theory, and practice.

Previous studies have shown the important role the organizational citizenship behavior (OCB) plays in determining and contributing to the overall organizational effectiveness and the way it leads organizations towards success in the intense competitive business environment as well as the role employees play in improving the organization's safety outcomes. This article aims at exploring the relationship between transformational leadership, psychological empowerment and organizational citizenship behavior. A survey questionnaire was used to collect primary data from 260 academic staff working in the five Malaysian research universities (MRUs). The study follows the two-steps analytical method using the software of SmartPLS 3.0, the measurement model assessment which include validity and reliability, and structural model assessment which include testing the hypothesized relationships. The results reveal that transformational leadership positively affect the organizational citizenship behavior and psychological empowerment. The study also confirms existence of positive effect of transformational leadership and psychological empowerment. Theoretical and practical implications were also examined. Keywords: psychological empowerment, transformational leadership, organizational citizenship behavior, SmartPLS, Malaysia

The main purpose of this paper is to review the evidence concerning the relationship between transformational leadership dimensions, where are, idealized influence, individualized consideration, inspirational motivation, and intellectual stimulation, and organizational readiness for change. Furthermore, full range leadership theory hypothesizes that transformational leadership dimensions would positively and strongly relate to members' perception of organizational change readiness. The research aims to appraise the existing literatures and eventually set the research agenda. There were many studies revealed that there are relationships between transformational leadership and organizational readiness for change. This paper concludes with suggestions for educational leaders on how to focus and enhance the role of transformational leadership dimensions based on the readiness for change, in order to implement successful changes. Despite its exploratory nature, this study can guide Yemeni public sector’s employees on how to respond the change implementation. Similarly, it can provide leaders a clear insight into how they can generate a high level of readiness for change among their followers, which demonstrates the importance of employee readiness for change.

Organizational citizenship behaviour is essential in maintaining the pursuit of public universities in offering a quality of education. High sense of organizational citizenship behaviour among employees enables an organization to manage its resources efficiently. This conceptual article will add to the knowledge of the literature by investigating the mediating role of psychological empowerment in the relationship between perceived organizational support and organizational citizenship behaviour in Malaysian Higher Education Institutions. The expected findings will provide a guideline for both policy makers and universities management. The theoretical and practical implications are also discussed. KEYWORDS: Psychological Empowerment, Perceived Organizational Support, Organizational Citizenship Behavior, Higher Education, Malaysia

In recent years, there has been growing interest in exploring work-related behaviours that go beyond the core tasks for which is voluntary effort of the employee towards the organization and eventually improves the effectiveness of the organization. Despite the importance of psychological empowerment and work engagement, researches that investigate these concepts in Higher educational sector are very limited. The main purpose of this conceptual paper is to examine the relationship between psychological empowerment and work engagement in the context of Malaysian Higher educational sector. The study intends to review the existing literature and eventually develop the conceptual framework. Consider the factors that positively influence empowerment would be useful to identify gaps in knowledge of work engagement and the aspects of academics' work engagement that requires more investigation are described. This paper serves as introduction to clarify the relationship between psychological empowerment and work engagement and to develop a conceptual framework to explain the relationship between the variables of the study.

The purpose of this article paper is to review empirical research on the relationship between transformational leadership and psychological empowerment of academic staff in the Malaysian Public Universities. The study is aimed at reviewing the existing literature and specify the agenda for future research in this area. Specifically, the published English language articles that investigated the relationship between transformational leadership and psychological empowerment were retrieved from the computerized databases and a manual search. It is observed that, previous research studies have empirically and otherwise confirmed the existing relationship between transformational leadership and psychological empowerment. However, further investigation is needed on how transformational leadership influence psychological empowerment in the higher education context, especially in the Malaysian higher education context. The paper concludes with suggestions that, the leadership of the Malaysian public universities need to focus on enhancing the level of psychological empowerment among academic staff so as to promote their workplace behaviors, which, in turn, will enhance the performance and effectiveness of Malaysian public universities.