Under the stimulus of developing commercial economy and overseas trade, the social customs characterized by prevailing luxury and extravagance was gradually formed in Fujian Province from the mid-Ming Dynasty on. The transformation started from the material culture and later spread to people’s mental attitudes including the public ethics and human relations. Compared with what happened in the Jiangnan area, the change in Fujian Province was less profound and thorough, but it highly surpassed the North China society, where many (...) sub-prefectures and counties remained unchanged till the end of the Ming Dynasty. However, there were also some coastal or interior regions in Fujian which continuously maintained a simple and unspoiled social atmosphere for the unbalanced economic development. (shrink)

The socialization process in knowledge management has been in discussion for more than a decade, and most research has focused on socialization among employees in developing organizational knowledge. But this article tries to explore the socialization aspect in customer knowledge management in a customer-centric industry, retail using social media. The case study of a leading Indian retailer is implemented using netnography, a research technique that draws data from computer-mediated communication channels. The communications of the retailer to and from customers (...) through Facebook, Twitter and Foursquare are collected, codified and analysed. The findings explored the customer knowledge gaps in the social media interactions, based on which a CKG model was developed. The study gives a new insight for retailers which can be used to evaluate their strategies using customer knowledge from social media apart from customer relationship management and personal interactions. The information t... (shrink)

Along with the increasing trend of transactions occurring on social media, the consumption of Chinese cultural and creative products has increased even against the background of the COVID-19 pandemic. In this context, this article aims to analyze the relationships between virtual community-based social identity and cultural and creative product customer engagement behaviors. To this end, social identity theory and CE behavior theory were applied to previous research model. Structural equation modeling was conducted using data from 520 self-administered (...) questionnaires from online virtual community members. The results show that social identity has a significant effect on customer knowledge behavior, participation behavior, and influencer behavior. Moreover, influencer behavior mediates the effect of social identity on purchase intention. The study also identified gender differences in the mediation for influencer behaviors. Our results suggest that women are more sensitive to influencer behaviors than men, and thus generate more purchase behaviors. (shrink)

For some customers, the corona pandemic has turned e-shopping into a fine alternative to shopping in brick-and-mortar shops. For other customers in quarantine e-shopping is the only alternative. The long-lasting pandemic, however, has reminded us of the importance of social contacts and interactions – even if it’s just to go the supermarket to ‘mingle’. This paper investigates what ‘mingle’ means when shopping in physical self-service shops amongst unacquainted others in Denmark. It describes customers’ practice of doing self-service by organizing (...) interaction to minimize social involvement. It shows how they, as a matter of fact, co-ordinate their conduct in ways that hampers possibilities for engaging in even small ‘ritual’ exchanges of talk. The paper draws upon a corpus of video recordings of customers’ self-service practices in shops in Denmark. In addition, the customers’ gaze was recorded with the mobile Tobii Pro X3 eye tracker. The study falls within the realm of ethnomethodological and conversation analytic studies of multimodal interaction. It concludes that self-service is achieved through co-present customers’ tacit coordination of multimodal actions in social interaction and that their practices work to achieve ‘effortlessly’ and ‘spontaneously’ being, getting, and staying out of the way, which seems to be an ideal for self-service shopping. Talk and moreover having a conversation seems to be an impediment to it. (shrink)

Customer citizenship behavior has attracted widespread attention from scholars due to its capacity of enabling enterprises to gain competitive advantages of low costs and high efficiency by giving full play to the initiative of customers. Based on the S-O-R Model, we have established the theoretical model to study the influence imposed by social support of online travel platform enterprises on customer citizenship behavior against the backdrop of the sharing economy. This research tests the fitting of the theoretical model and (...) its fundamental hypotheses using 626 samples acquired from the investigation with SPSS26.0 and AMOS25.0. Results indicate that the social support has a positive influence on customer citizenship behavior. Social support could have a positive influence on positive emotions. Social support has no significant negative effect on negative emotions. Positive emotions have a positive influence on customer citizenship behavior. Negative emotions have a negative influence on customer citizenship behavior. Positive emotions play a mediating effect in the positive influence of social support on customer citizenship behavior. Social support could have a positive influence on customer satisfaction. Customer satisfaction has a positive influence on customer citizenship behavior. Customer satisfaction plays a mediating effect in the positive effect of social support on customer citizenship behavior. Positive emotions and customer satisfaction play a chain mediating effect in the positive effect of social support on customer citizenship behavior. (shrink)

Although corporate social responsibility (CSR) has been widely studied, little is known about whether it has implications for customer mistreatment. In this study, we aim to understand how and when CSR is related to customer incivility, a typical type of mistreatment in service contexts. Integrating the perspectives of social exchange theory and social identity theory, we theorize that CSR influences customer incivility via customer trust and customer identification, which are contingent on front-line employees' emotional labor (i.e., surface (...) acting and deep acting) during service interactions. In our two-source field study involving 332 employee–customer dyads, CSR promoted both customer trust and customer identification, which in turn reduced customer incivility. Moreover, the indirect relationship between CSR and customer incivility via customer trust (but not customer identification) was weakened by employee surface acting but strengthened by employee deep acting. Taken together, this study uncovers the relationship between CSR and customer mistreatment by exploring how and when CSR influences customer incivility, which advances the understanding of the customer-related implications of CSR. (shrink)

Corporate social responsibility has become a very common buzz word in the field of marketing since many years. This empirical paper assesses the attitude of devout and nondevout customers towards CSR in the context of a religious society. As making clear distinction between devout and nondevout customers may have associated measurement problems in a single-religion-dominated country, this paper initiates the discussion of peculiarity between two important religiosity measures, that is, observation based and solicited. A hypothetical story board with embedded (...) CSR information in a scenario supporting a religious cause is presented to the highly and less religious subjects in text written form. The scenario is followed by questions pertaining to their religious behaviors and attitude towards the company in question. The results illustrate that highly religious customers show slightly greater preference towards CSR as compared to less religious customers and the observation-based religiosity measure has a tendency of more reliability if the researchers have deep cultural and religious know-how about a specific society. Results of this study might help international marketers about choosing a particular cause under its umbrella CSR activities particularly when entering in a highly religious society dominated by a single religion. (shrink)

We often face a bewildering array of different explanations for the same social facts (e.g. biological, psychological, economic, and historical accounts). But we have few guidelines for whether and when we should think of different accounts as competing or compatible. In this paper, I offer some guidelines for understanding when custom or norm accounts do and don’t compete with other types of accounts. I describe two families of non-competing accounts: (1) explanations of different (but similarly described) facts, and (2) (...) accounts which seem to differ but are really different parts or versions of the same underlying explanation. I argue that, while many types of apparent competitors don’t really compete with customs, there are some that do. I also describe some of the central problems, which suggest that custom accounts will compete poorly with their rivals. (shrink)

The aim of this study is to explore social media marketing activities and their impact on consumer intentions. This study also analyzes the mediating roles of social identification and satisfaction. The participants in this study were experienced users of two social media platforms Facebook and Instagram in Pakistan. A self-administered questionnaire was used to collect data from respondents. We used an online community to invite Facebook and Instagram users to complete the questionnaire in the designated online questionnaire (...) system. Data were collected from 353 respondents, and structural equation modeling was used to analyze the data. Results show that SMMAs have a significant impact on the intentions of users. Furthermore, social identification mediates the relationship between social media activities and satisfaction, and satisfaction mediates the relationship between social media activities and the intentions of users. This will help marketers how to attract customers to develop their intentions. This is the first novel study that used SMMAs to address the user intentions with the role of social identification and satisfaction in the context of Pakistan. (shrink)

Excerpt from Custom an Essay on Social Codes Still a professor extraordinarius and thus not en cumbered with the time-consuming duties of an Ordinarius (a full professor), T onnies was living in the small town of Eutin, about an hour's ride on the train to Kiel, the seat of his university, and engaged in a prolific literary and scholarly pro duction on a great variety of theoretical as well as practical sociological, political and economic prob lems. Most of his (...) articles were intended for an edu cated though not professional public of people in terested in fundamental questions of social life or in social problems of the day. About the Publisher Forgotten Books publishes hundreds of thousands of rare and classic books. Find more at www.forgottenbooks.com This book is a reproduction of an important historical work. Forgotten Books uses state-of-the-art technology to digitally reconstruct the work, preserving the original format whilst repairing imperfections present in the aged copy. In rare cases, an imperfection in the original, such as a blemish or missing page, may be replicated in our edition. We do, however, repair the vast majority of imperfections successfully; any imperfections that remain are intentionally left to preserve the state of such historical works. (shrink)

Despite the emergence of corporate social responsibility, the impact of CSR efforts on customer relationships remains decidedly unclear. Moreover, previous studies have examined CSR in cross-sectional, experimental, and/or artificial settings. Through field survey data collected at both the beginning (n = 750) and conclusion (n = 469) of the 2007-2008 NBA season, the authors investigate linkages between customers' perceptions of the CSR performance of an NBA team and the strength of their relationship with this same organization. With all respondents (...) of the latter survey participating in both samples, the authors assess how CSR performance impacts customer relationships over time. The findings show how a firm that engages in CSR initiatives may reap rewards by building trusting and committed customer relationships which, in turn, help forge desirable customer behaviors. The results also demonstrate how CSR's influence strengthens over the course of the tested business cycle, thus yielding revealing insights to academics and practitioners when it comes to understanding the real-world impact of CSR performance for strengthening customer relationships. (shrink)

Enterprises often post branded content on social media and adopt a proactive response approach to improve digital customer engagement to gain a competitive advantage. However, there are many brands which fail to operate social media as effectively as expected. The effective use of brand social media strategies to improve digital customer engagement remains an ongoing challenge for the enterprises. Based on firm-generated content theory and social presence theory, this study aims to identify the impact of brand (...) social media strategies on different levels of digital customer engagement, including positive filtering, cognitive and affective processing as well as advocacy from content strategy and response strategy. Based on 1,519 brand posts on the official Weibo pages of eight of the top 500 Chinese brands in 2021, this study uses a multiple linear regression model to examine the impact of brand social media strategies on digital customer engagement and the moderating effects of brand image and discretionary purchases. The findings show that, on the one hand, among the brand social media content strategies, action content strategy is associated with higher levels of digital customer engagement. On the other hand, different brand social media response strategies have a differential impact on digital customer engagement levels, with cohesive response being the best strategy for increasing digital customer engagement level. In addition, the effectiveness of brand social media response strategy in digital customer engagement is further moderated by the brand image and discretionary purchases. In contrast, the effectiveness of brand social media response strategy in digital customer engagement is stronger when the brand image emphasizes its “competence” or the discretionary purchases focus on “material purchases.” This study not only enriches the research on digital customer engagement but also provides a reference for the brand strategy selection, design and management based on social media. (shrink)

Business Ethics: A European Review, EarlyView.

The marketplace has seen significant growth in the demand for ‘ethical’ behavior, and banks are seeking to leverage customers’ perception in order to build a sustainable competitive advantage. In consequence, the concepts of corporate social responsibility and corporate reputation are of vital concern for academics and managers in terms of their potential impact on customers. This study seeks to contribute to the literature by examining the mediating role of corporate reputation on the relationship between perceived corporate social responsibility (...) and customer loyalty. The study also takes into consideration the role played by bank type in the mediation effect. To achieve this aim, a study was performed comprising 572 personal surveys in the Basque Country. The results showed that corporate reputation partially mediated the relation between corporate social responsibility and customer loyalty. On the other hand, bank type is shown not to moderate the mediation effect. The results have important implications for practitioners wishing to manage their relations with customers. (shrink)

This paper studies the way supplier firms’ corporate social responsibility (CSR) affects their likelihood of being selected as new suppliers. Using a large sample of US public firms with detailed supply chain and CSR data, we provide empirical evidence that corporate customers prefer socially responsible suppliers, and that the effect is more prominent when the supplier industry is more competitive, the customer’s own CSR performance is better, or the supplier and the customer have more similar CSR focuses. Our paper (...) contributes to the literature of instrumental stakeholder theory (IST) by confirming corporate customer attraction as a desirable outcome of supplier CSR engagement. It complements the existing IST studies on customer responses by showing that CSR attracts not only final customers but also corporate customers. Moreover, by focusing on corporate customers’ revealed preferences for socially responsible suppliers, our paper also complements the stated-preference-based evidence in the literature of sustainable supply chain management. Our paper’s findings encourage supplier firm managers to invest in CSR to gain competitive advantages in the form of a higher likelihood of selection while simultaneously making positive contributions to society. (shrink)

Given that personal source of information is preferred by the customers over company-generated marketing communications, promoting advocacy behavior among customers is of much importance for every organization. Literature suggests that an organization's corporate social responsibility (CSR) activities significantly influence individual behavior. However, the advocacy behavior of customers (ADB), from a CSR perspective, did not receive due attention. To address this literature gap, the current study attempts to explore the relationship among CSR and ADB with the intervening role of brand (...) admiration (BA). To collect the data, customers of a large fast-food service organization in Pakistan were approached. The proposed relationships were tested through the structural equation modeling (SEM) technique. The statistical evidence verifies a positive link between CSR and ADB, while BA mediated this relationship. These findings will be supportive to the fast-food business to realize the critical role of CSR for a meaningful customer-company relationship in the face of competition. (shrink)

In an ever more transparent, digitalized, and connected environment, customers are increasingly pressuring brands to embrace genuine corporate social responsibility practices and co-creation activities. While both CSR and co-creation are social and collaborative processes, there is still little research examining whether CSR can boost co-creation. In addition, while previous research has mainly related co-creation to emotional outcomes, limited empirical research has related it to rational and behavioral outcomes. To address these shortcomings in the literature, this paper examines the (...) influence of CSR on customer loyalty, considering the mediating roles of co-creation and customer trust. It also investigates the influence of co-creation on customer trust. The data were collected in Spain in late 2017 using an online survey, and the sample contained 1101 customers of health insurance services brands. Structural equation modeling was used to test the hypothesized relationships simultaneously. The results show that CSR influences customer loyalty both directly and indirectly through co-creation and customer trust. However, the indirect impact is the stronger of the two, implying that embracing co-creation activities and developing customer trust can make it easier for CSR practices to enhance customer loyalty. In addition, co-creation has a direct effect on customer trust. (shrink)

When assessing Corporate Social Responsibility (CSR) and its impact on company performance there may be an informational asymmetry caused by differences in Familiarity with the firm assessed. This study uses participants' ratings of six large UK retailers to establish the direct relationships between the CSR components of Economic, Legal, Ethical, and Discretionary, and the firm performance dimensions of Reputation, Trust, and Customer Satisfaction, then explores whether Familiarity mediates the relationships between the CSR and the performance dimensions. The findings show (...) CSR Economic, Legal, and Discretionary are associated with firm Reputation and Trust, but not Customer Satisfaction, and that CSR Ethical is associated with Reputation, Trust, and Customer Satisfaction. Familiarity acts as a mediator between CSR Economic, Legal and Discretionary, and Trust and Customer Satisfaction. Familiarity also mediates the relationship between CSR Discretionary and Reputation. The link between CSR Economic and Legal, and Customer Satisfaction only emerges in mediation analysis. Managerial implications suggest increasing familiarity is vital through open and continuous communication about CSR programs is essential to keep customers aware. Methodological implications propose reevaluating the methods used to measure (CSR), taking into consideration its' multi‐faceted nature and the diverse impacts that different aspects have on familiarity and performance measures. (shrink)

We have transited far from an ancient culture of hunters to the world of today when our conditions as human beings are changing. We recognize that our biological-cultural co-evolution has privileged reason. Even if it takes a tiny part of our mind; first memory and then reason have become protagonists in our relation with the landscape. It also means that pain control became a social custom for developing morality: this is the central thesis of this essay. This conclusion derives (...) from our experimental research on the symbolic image of the world, that was guided mainly by Jung’s psychology and by Aristotle’s Poetics and Ethics. (shrink)

Companies are faced with a choice of which type of power to use in their efforts to persuade their first-tier suppliers to adopt socially responsible procurement practices with key second-tier suppliers. However, we know little about how first-tier suppliers will react to different types of power and which are most effective in encouraging the adoption of socially responsible procurement practices. We are also ignorant of the impact of these practices on first-tier suppliers’ performance. This paper uses bases of power theory (...) to examine the impact of buyer companies’ power usage on first-tier suppliers’ adoption of socially responsible procurement practices with their own suppliers. We surveyed managers responsible for sustainable supply chain management in 156 firms and analyzed the results using structural equation modeling. Our findings show that non-mediated power use influences the adoption of process-based and market-based practices, while mediated power use has no significant impact on the adoption of either type of practice. Additionally, we find that the adoption of market-based socially responsible procurement practices leads to enhanced performance for first-tier suppliers who adopt these practices with their second-tier suppliers. (shrink)

The purpose of the study is to identify how both tourism service provider- and tourist-generated social media communication affect the value co-creation process and how this can affect online customer experience and customer wellbeing. A questionnaire survey was used and 361 valid responses were obtained from Malaysian citizens. The research findings showed that tourism service provider- and tourist- generated social media communication positively influence value co-creation. Similarly, value co-creation positively influences cognitive and affective experiential states and these two (...) states positively influence customer wellbeing. Furthermore, value co-creation partially mediates the relationship between social media communication and online customer experience, whereas, online customer experiences also partially mediate the relationship between value co-creation and customer wellbeing. This study has tried to establish theoretical relationship between some significant variables and the findings would aid both academicians and practitioners in formulating strategies for future. (shrink)

Customer civility is an established construct in the study of ethical consumption. However, scholars have paid insufficient attention to customer civility in relation to the flourishing peer-to-peer economy. Therefore, the purpose of this article is to develop and test a theoretical framework which examines the antecedents of the customer civility in the P2P economy. We use social exchange theory to develop a model that posits customer interaction experiences with property owners, properties, and P2P platforms as antecedents of customer civility (...) in the P2P economy. Two studies were used to test our framework: Study 1 comprises a survey of Chinese customers ; Study 2 involves secondary data crawled from the Web site of Xiaozhu, one of China’s largest P2P accommodation platforms. OLS regression analysis was used for hypothesis testing. Results demonstrate three antecedents of customer civility in the P2P accommodation sector: interpersonal trust, property experience, and platform governance. In addition, the positive effect of interpersonal trust on customer civility is stronger when customers have high economic incentive, while the effect of property experience is significantly stronger when customers have low economic incentive. (shrink)

Innovation adoption is the necessary element for the success of any organization around the globe, and this phenomenon needs a foremost solution. The current study examines this area and explores the impact of customers, employees, and social enterprises' traditional behavior on the resistance to innovation in social enterprises in China. The current article also investigates the mediating role of fear for change among customers, employees, and social enterprises' traditional behavior and resistance to innovation in social enterprises (...) in China. This article has followed the primary data gathering methods and adopted the questionnaires for this purpose. The employees and customers of social enterprises are the respondents and ~11,000 population in the study. According to Krejcie & Morgan, the sample size criteria is around 370. Thus, the researchers' have forwarded around 615 surveys and received only 357 after a few weeks. The present research has also applied the SPSS-AMOS to analyze the association among variables and test the hypotheses. The results revealed that the traditional behavior of customers, employees, and social enterprises has a significant and positive linkage with resistance to innovation in social enterprises in China. The findings also exposed that the fear of change also significantly mediates among customers, employees, and social enterprises' traditional behavior and resistance to innovation in social enterprises in China. This study helps the regulators establish policies related to innovation adoption by changing traditional behavior to advance the behavior of customers, employees, and social enterprises. (shrink)

Whatever may be said about contemporary feminists’ evaluation of Descartes’ role in the history of feminism, Mary Astell herself believed that Descartes’ philosophy held tremendous promise for women. His urging all people to eschew the tyranny of custom and authority in order to uncover the knowledge that could be found in each one of our unsexed souls potentially offered women a great deal of intellectual and personal freedom and power. Certainly Astell often read Descartes in this way, and Astell herself (...) has been interpreted as a feminist – indeed, as the first English feminist. But a close look at Astell’s and Descartes’ theories of reason, and the role of authority in knowledge formation as well as in their philosophies of education, show that there are subtle yet crucial divergences in their thought – divergences which force us to temper our evaluation of Astell as a feminist. -/- My first task is to evaluate Astell’s views on custom and authority in knowledge formation and education by comparing her ideas with those of Descartes. While it is true that Astell seems to share Descartes’ wariness of custom and authority, a careful reading of her work shows that the wariness extends only as far as the tyranny of custom over individual intellectual development. It does not extend to a wariness about social and institutional customs and authority (including, perhaps most crucially, the institution of marriage as we see in her Reflection on Marriage). The reason for this is that Astell’s driving goal is to help women to come to know God’s plan for women – both in their roles as human and in their roles as women. According to Astell, while it is true that, as individuals, women must develop their rational capacities to the fullest in order to honor God and his plan for women as human, as members of social institutions, including the institution of marriage, women must subordinate themselves to men, including their husbands, in this case so as to honor God and his plan for women as women. Once we understand the theological underpinnings of her equivocal reaction to authority and custom, we can see that Astell may be considered a feminist in a very tempered way. -/- My second task is to use these initial conclusions to re-read her proposal for single-sexed education that we find in A Serious Proposal to the Ladies. It is true that Astell encourages women to join single-sexed educational institutions for the unique and empowering friendships that women can develop in such institutions. Still, my argument continues, the development of such friendships is not entirely an end in itself. Rather, Astell encourages women to develop such friendships such that they can re-enter the broader world armed with the tools that will help them endure burdensome features of the lives that await them in the world, including their lives as subordinated wives –burdens that Astell does not, in principle, challenge. (shrink)

This article discusses Abū ʽUthmān al-Jāḥiẓ (d. 255/869) (one of the first Muʽtazilī scholars) Allah-world relationship, his understanding of custom, and his view on miracles. The Muʻtazilī thinkers examined the problem of miracles within their concept of prophethood. They divide miracles, which they accept as the only proof of prophethood, into two: those under the power of Allah and under the power of the created. Jāḥiẓ explains these two sorts of miracles with the order in the universe established by Allah (...) and people and expresses this order with the concept of custom (ʻāda). Jāḥiẓ divides custom into three. The first of these is the “qā’im (constant) custom”, which is based on the theory of kumūn-ẓuhūr and expresses the general rules that occur as a requirement of the general functioning in the universe. According to Jāḥiẓ “qā’im (constant) custom” is that knowledgeable people are aware of the custom of the universe. This custom is an order created by Allah in the eyes of intelligent and knowledgeable people, which is continuous and therefore cannot be interrupted, and in which there is no chaos. He states that this order is realized through the natures in the objects, which are knowable to everyone. But rarely a nature in this order can be interrupted due to a situation that takes it out of the natural flow and cannot be explained by natural causes. According to him, this is proof that nature, which has the defining feature of the object, is created by the creator, and maintains its continuity based on an arranged program. However, the creator can involve in this order when necessary. In this type of custom, God’s intervention occurs by breaking the qā’im custom that continues on a regular basis. The second of these is the “regional custom”, which is not known to everyone but only known to people living in a certain area. Jāḥiẓ states that the miracle in this type of custom occurred when Allah broke the custom known to the people in the region. The third of these is “social custom” which is established by people. For Jāḥiẓ, the miracles of this kind are under the power of people. He argues that the miracle in this type of custom occurs with sarfa, that is, by God’s intervention with human’s motive or knowledge. In this study, Jāḥiẓ’s view of miracles is discussed together with his theory of nature, his understanding of custom and sarfa. (shrink)

Corporate Social Responsibility (CSR) programs are increasingly popular corporate marketing strategies. This paper argues that CSR programs can fall along a continuum between two endpoints: Institutionalized programs and Promotional programs. This classification is based on an exploratory study examining the variance of four responses from the consumer stakeholder group toward these two categories of CSR. Institutionalized CSR programs are argued to be most effective at increasing customer loyalty, enhancing attitude toward the company, and decreasing consumer skepticism. Promotional CSR programs (...) are argued to be more effective at generating purchase intent. Ethical and managerial implications of these preliminary findings are discussed. (shrink)

Participative pricing demonstrates the basic idea of allowing customer participation in price-setting process. Nottingham Playhouse, IBIS Singapore, Metropolitan Museum of Art, Wiener Deewan, Girl Talk, 8k, Zest consulting, Radiohead band and many more have successfully implemented pay-what-you-want, the most innovative form of participative pricing. Based on the degree of participation, PWYW is the highest form that allows buyers to select any price they want to pay for a product/service, including zero. The present study examines how customers lower their motivation to (...) pay more for products offered under PWYW by morally disengaging themselves from reciprocity concerns. It focuses on one mechanism of moral disengagement—displacement of responsibility and tests the proposed hypotheses in PWYW context. 284 responses were gathered using structured questionnaires at a reputed public university. Data were analysed using partial least-squares structural equation modelling. Findings indicate that customers’ moral disengagement via displacement of responsibility towards reciprocity concerns is negatively associated with willingness-to-pay more. Results corroborate the attenuating role of perceived control on the negative association between displacement of responsibility towards reciprocity concerns and WTPM. However, relaxation from monetary commitments does not have a significant moderating effect on the negative relationship between moral disengagement and WTPM. This study is possibly the first to empirically investigate the interplay among individuals’ cognitive mechanisms, moral disengagement from reciprocity concerns and socio-demographic variables under participative pricing. Findings empirically substantiate the theory of moral disengagement, moral self-regulation and social cognitive theory. Practitioners should actively engage customers’ moral self-regulation process and provide more sense of perceived control while designing participative pricing offerings. (shrink)

Corporate social responsibility has been increasingly embraced by corporations to demonstrate effort to reduce negative environmental and social externalities resulting from their business activities. CSR covers a wide range of issues, including environmental concerns, occupational health and safety, local community social-economic welfare and workers’ rights and welfare issues. Through a detailed content analysis of the CSR-related documents on the websites of the top container shipping companies in the world, this paper examines CSR adoption in the container shipping (...) business. The analysis reveals that while institutional pressure plays an important role, shipping companies are more sensitive to market demands and their focus on CSR elements is selective depending on anticipated customer expectations. (shrink)

The aim of this research is to investigate the mediating role of relationship quality in the relationship between relational benefits and customer citizenship behavior. Data were gathered through a systematic sampling from 334 passengers. A Survey technique was used to collect the data from respondents from multiple airports. Data were analyzed through partial least square structural equation modeling using SmartPLS 3.3. The results of the study reveal that altruistic benefits, confidence, and self-expression benefits have a positive relationship with relationship quality (...) while socialization benefits have a non-significant relationship with relationship quality. Similarly, relationship quality mediates the relationship between altruistic benefits, confidence and self-expression benefits, and customer citizenship behavior while relationship quality does not mediate the relationship between socialization benefits and customer citizenship behavior. This study uncovers the relational benefits and its role in the generation of customer citizenship behavior in the aviation sector and the role of relationship quality that could help managers to cultivate the benefits of customer citizenship behaviors. (shrink)

Corporate social responsibility (CSR) is one of the most prominent concepts in the literature and, in short, indicates the positive impacts of businesses on their stakeholders. Despite the growing body of literature on this concept, the measurement of CSR is still problematic. Although the literature provides several methods for measuring corporate social activities, almost all of them have some limitations. The purpose of this study is to provide an original, valid, and reliable measure of CSR reflecting the responsibilities (...) of a business to various stakeholders. Based on a proposed conceptual framework of CSR, a scale was developed through a systematic scale development process. In the study, exploratory factor analysis was conducted to determine the underlying factorial structure of the scale. Data was collected from 269 business professionals working in Turkey. The results of the analysis provided a four-dimensional structure of CSR, including CSR to social and nonsocial stakeholders, employees, customers, and government. (shrink)

Incivility among employees in frontline encounters is prevalent, but little is known about its impact on customers’ ethics-related perceptions and behaviors. Drawing upon the stimulus–organism–response paradigm, this study examines how witnessing incivility among employees can serve as a social atmospheric cue to influence customers’ perceived ethicality of an organization and their subsequent behaviors. According to our results, in response to employee-to-employee incivility witnessed during frontline encounters, customers perceive the uncivil employees’ organization to have a lower level of ethicality. In (...) turn, customers engage more in unethical behavior and less in customer citizenship behavior. We further demonstrate that the negative effect of uncivil employee-to-employee interactions on customers’ perception of the ethicality of an organization is amplified when customers have an a priori perception that the organization is competent. The findings hold theoretical and practical implications for the management of employee-to-employee incivility and unethical customer behavior during frontline encounters. (shrink)

Although it is now widely recognised by business leaders that their companies need to accept a broader responsibility than short-term profits, recent research suggests that as corporate social responsibility (CSR) and social reporting become more widespread, there is little empirical evidence of the range of stakeholders addressed through their CSR programmes and how such programmes are reported. Through a CSR framework which was developed in an exploratory study, we explore the nature of stakeholder relationships reported across leading FTSE (...) companies and the importance they attach to communicating both social and business outcomes. It is evident from the hypotheses tested that the bigger FTSE companies, particularly extraction companies and telecoms, are more adept at identifying and prioritising their stakeholders, and linking CSR programmes to business and social outcomes. However, we draw the general conclusion that building stronger stakeholder relationships through CSR programmes – other than with customers – is not currently a priority for most companies. We also conclude that a limited sophistication in managing multiple stakeholders may compromise the impact of CSR upon business and social results. Finally, the managerial implications and the contribution of our study are discussed before closing with an acknowledgement of the limitations of this work and suggestions for further research. (shrink)

The ArgumentIn this we explore some of the ways in which a state scientific laboratory (Daresbury SERC) reacted to the rtetoric and forces of the marketpace in the 1980s. We describe laboratory attempts to create what we call “good customers” while converting itself into a “good seller” by developing a particulat set of costing practicting that were closely related to the implementation of a management accounting system. Finally, we consider how Daresbury response to “market forces” influenced scintific and organzational practice, (...) and arsponse that the social technologies of governmentality performed by accountancy — but also by scientific and bureaucratic practice are complex, discursively heterogeneou, and used in context-sensitive ways. This means, or so we suggest, that it is difficult to mount general argunents about “science” and “the market,” and that the use of such large-scale institions impedes impedes analysis. (shrink)

NO THREE CONCEPTS ARE MORE CENTRAL to legal theory than nature, custom, and stipulation; thus the familiar expressions "natural law," "customary law," and stipulated or "positive law." The problem is that conflicting claims are made for natural law, customary law, and positive law. I will argue that to make sense of these conflicting claims we must first make a distinction between law as a species of social order and jurisprudence as the explanation of law. For example, the debate between (...) the advocates of legal positivism and the advocates of natural law reflects a confusion between law and jurisprudence: law as social order is essentially stipulated, but the jurisprudential explanation of law requires the three categories of nature, custom, and stipulation. Thus legal positivists rightly insist that all law is stipulated, but advocates of natural law rightly insist that the explanation of law requires the use of a notion of nature. Conversely, the legal positivists wrongly insist that jurisprudence must be restricted to the consideration of stipulated "norms" or "rules," and the natural law theorists wrongly insist that "nature" can stipulate a code of law. Finally, the historical school's emphasis on "customary law" reflects the same confusion between law and jurisprudence: there is no such thing as "customary law," but custom is an essential category of jurisprudence. Only by clarifying the distinction between law and jurisprudence can we begin to reconcile these three schools of legal theory. (shrink)

Abstract: Situations that social scientists and others explain by using concepts like "custom" and "norm" often tend to be situations in which many other kinds of explanations (for example, biological, psychological, economic, historical) seem plausible as well. Do these other explanations compete with the custom or norm explanations, or do they complement them? We need to consider this question carefully and not just assume that various accounts are all permissible at different levels of analysis. In this article I describe (...) two families of noncompeting accounts: (1) explanations of different (but similarly described) facts, and (2) accounts that seem to differ but are really different parts or versions of the same underlying explanation. I argue that while many types of apparent competitors don't really compete with norms, there are usually some that do. These competing accounts will usually undermine the norm account. (shrink)

This article presents an ethical analysis and critique of personalized service in the tradition of Catholic social teaching (CST) that is both Catholic and Personalist. It tackles the ethical issues involved when service delivery is personalized, issues that affect both the consumers and the service providers. It focuses on nonprofessional services that are offered by low-skilled blue-collar workers through corporations that are organized to produce efficient service to a high volume of consumers. Customer service involves intersubjectivity, that is, interaction (...) between two persons as subjects. Ethics in the service context is not only about treating consumers in a just manner; the threats to the personhood of the service providers are also significant, for their work cannot be separated from their very being. By focusing on the ethical issues of emotional labor and consumerism of human service, the study will argue that the human interaction in personalized service runs the risk of alienating us from our authentic selves and from each other. If the objective of personalized service is to create authentic human relationship in the service encounter, the latter can arise even in a nonpersonalized service. We do not have to personalize our actions in order to create genuine human interaction. Instead, what we must do is to treat each other as persons. (shrink)

Abusive supervision is quite common in the service industry. Employees’ proactive customer service performance is essential for the long-term development of service enterprises. This study enriches the antecedents of proactive customer service performance from a new theoretical perspective by incorporating the analysis of abusive supervision into the theoretical framework and fills the research gap between customer orientation and proactive customer service performance. Based on Affective Events Theory and Social Cognitive Theory, this study established the structure equation model between abusive (...) supervision and proactive customer service performance mediated by affective commitment and customer orientation. Utilizing structural equation modeling, a negative association between abusive supervision and proactive customer service performance was found, and affective commitment and customer orientation act as the mediators between abusive supervision and proactive customer service performance. In addition, the implications for future study were also discussed. (shrink)

Mary Astell is a fascinating seventeenth‐century figure whose work admits of many interpretations. One feature of her work that has received little attention is her focus on bad custom. This is surprising; Astell clearly regards bad custom as exerting a kind of epistemic power over agents, particularly women, in a way that limits their intellectual capacities. This article aims to link two contemporary sociopolitical/social‐epistemological projects by showing how a seventeenth‐century thinker anticipated these projects. Astell's account of bad custom shows (...) that she was attuned to the kinds of institutional or structural explanations theorized by Sally Haslanger, and that she acknowledges that bad custom—as an institutional or structural explanation—is intimately linked with epistemic injustice, albeit a kind not yet captured by contemporary social epistemologists. I call this form of epistemic injustice found in Astell epistemic internalization injustice. I argue that the epistemic significance of Astell's notion of bad custom is that it enables us to understand how bad custom conditions human relations in such a way as to result in epistemic injustice. Through coming to understand her notion of bad custom, we can expand our understanding of social epistemic phenomena like epistemic injustice. (shrink)

The degree to which the early dharma literature was an extrapolation from the earlier ritual codes can be seen from a number of shared features of form and content. One of these that has not received more than passing notice is the fact that the Dharmaśāstric principle of regarding customary norms as a valid basis of dharma, both in general and in limited spheres, has its origins in ritual rules in the śrautasūtras and gṛhyasūtras. Passages from the Baudhāyanaśrautasūtra and numerous (...) gṛhyasūtras show that already in these rulebooks established practices of particular social groups were accepted as a valid authority in certain contexts where explicit textual warrant was lacking, and that a further distinction was there made between the general norms of experts and the valid particular norms of locality or social group. (shrink)

This study examines inter-firm buyer–supplier relationships through an ethical lens. Drawing on the concept of reciprocity in social exchange theory as well as resource dependence theory, we examine the effect of customers’ unethical practices on their suppliers’ intention to continue their business relationships with their customers. Specifically, we distinguish two types of unethical practices: _unfair business practices_, which directly target suppliers and _socially irresponsible practices_, which have an impact on wider society. Integrating social exchange theory and resource dependence (...) theory, we investigate the effects of two moderating factors: _suppliers’ dependence on their customers_ and _the benefits derived from the supplier–customer relationship_. Using data obtained from 506 managers from small-to-medium-sized firms, our findings show that both customers’ unfair business practices and socially irresponsible practices have negative relationships with their suppliers’ intention to continue the relationships. These effects are moderated by supplier dependence and benefits derived from their customers. Overall, our study shows that intention to continue in these relationships, in response to unethical practices by customers, is bounded by supplier self-interest and resource dependence. Our study is one of the few to examine suppliers’ responses to unethical practices and our findings are consistent with the notion of weak reciprocity, rather than strong reciprocity that predominates in the literature. (shrink)

This study aims to examine the status of land ownership in Simalungun district in terms of historical, social, cultural and tenure perspectives. It is important to study this issue because until now the issue of land ownership has not been thoroughly resolved because there are migrants who claim that their customary land was found in Simalungun, whereas in reality their customary land was not found in Simalungun, but what was found was the king's land ( partuanon) according to the (...) surname of the lord of the rest of the kitchen based on the custom of the tolu sahundulan lima saodoran. The method used in this research is descriptive qualitative with purposive sampling technique. Data analysis begins with the process of collecting primary data through in-depth interviews with 13 informants. By using interview guideline research instruments combined with the results of library research. The results of the interview transcripts were collected, tabulated, analyzed, verified, and displayed until the conclusions of the research results were formulated. The results of this study showed that in Simalungun district there were no customary lands, customary forests and customary lands from migrant residents and ethnic Simalungun. The land in Simalungun district is the king's land (Partuanon), the people and migrants are only given the right to cultivate, not to own in accordance with the ruling king's clan, namely Sisidapur and Simalungun customary law based on the Tolu sahundulan lima saodoran custom. The transfer of rights and land tenure in Simalungun district occurred after the proclamation of 17 August 1945 and the social revolution in 1946. All land in the former autonomous region in Simalungun became state property, including all of PT. TPL Tbk's concession land in Simalungun district. (shrink)

Corporate social responsibility is a force to “pull” customers to the organizational mission and values, and influence them to contribute to the organization. The primary purpose of the research is to assess how CSR contributes to customer value co-creation. The research also seeks evidence on the moderation mechanisms of servant leadership and relationship marketing orientation for the effect of CSR on customer value co-creation behavior. The data were collected from 873 employees and 873 customers in software industry in Vietnam (...) context. The data analysis supported the positive effect of CSR on customer value co-creation behavior. Servant leadership and relationship marketing orientation were also found to play moderating roles for the CSR–customer value co-creation linkage. (shrink)

Due to huge advancements in natural language processing (NLP) and machine learning, chatbots are gaining significance in the field of customer service. For users, it may be hard to distinguish whether they are communicating with a human or a chatbot. This brings ethical issues, as users have the right to know who or what they are interacting with (European Commission in Regulatory framework proposal on artificial intelligence. https://digital-strategy.ec.europa.eu/en/policies/regulatory-framework-ai, 2022). One of the solutions is to include a disclosure at the start (...) of the interaction (e.g., “this is a chatbot”). However, companies are reluctant to use disclosures, as consumers may perceive artificial agents as less knowledgeable and empathetic than their human counterparts (Luo et al. in Market Sci 38(6):937–947, 2019). The current mixed methods study, combining qualitative interviews (n = 8) and a quantitative experiment (n = 194), delves into users’ responses to a disclosed vs. undisclosed customer service chatbot, focusing on source orientation, anthropomorphism, and social presence. The qualitative interviews reveal that it is the willingness to help the customer and the friendly tone of voice that matters to the users, regardless of the artificial status of the customer care representative. The experiment did not show significant effects of the disclosure (vs. non-disclosure). Implications for research, legislators and businesses are discussed. (shrink)

It is the aim of this piece of research to provide a conceptualisation of Corporate Responsibility from a stakeholder perspective and to investigate if and how Corporate Responsibility can be expressed in terms of beliefs of stakeholders. The paper reports on a qualitative research study into customer and employee understanding of Corporate Responsibility in the context of a financial service organisation.