Despite increasing interest being given to dysfunctional customer behavior in multiple service sectors, it is unclear how and why different types of dysfunctional customer behavior affect frontline employees’ emotional labor during the service interactions. Drawing upon the conservation of resources theory, we propose a conceptual model in which verbal abuse, disproportionate demand, and illegitimate complaint differentially influence frontline employees’ emotional labor strategies. Further, the boundary conditions of these relationships are considered by introducing perceived organizational support and (...) customer orientation as moderators. Using survey data from 436 frontline employees of five call centers in China, hypotheses were tested through a hierarchical regression analysis. The results indicated that verbal abuse and illegitimate complaint exerted positive effects on surface acting. Particularly, these positive effects were weaker when frontline employees perceived organizational support was high. Also, verbal abuse’s positive effect on surface acting was weaker when frontline employees’ customer orientation was high. Customer’s verbal abuse, disproportionate demand, and illegitimate complaint negatively influenced frontline employees’ deep acting. The negative effect of disproportionate demand on deep acting was weaker when perceived organizational support was high. However, when frontline employees’ customer orientation was high, the negative effects of disproportionate demand and illegitimate complaints on deep acting were weaker. (shrink)

Online shopping for customized garments has become the fastest-growing field of the Chinese eBusiness market. Most consumers not only limit themselves to buying standardized garments but also want to buy garments customized to their preferences. This phenomenon has pushed the fashion textile and apparel industry to change its supply chain operations to meet the customization demand. Besides, the fashion textile and apparel industry also want to study how different channel factors will affect consumers' perceived value and further influence consumers' purchasing (...) decisions. We initiated this study and empirically tested more than 200 experienced consumers. This study collaborated with a fashion textile and apparel company that aims to implement customized product lines soon. Based on the perceived value theory and risk management theory, we investigated whether product involvement and channel identification on supply chain design will affects potential customized product consumers' purchasing decisions. The findings reveal that channel recognition affects consumer decisions by having a positive impact on their perceived value. The perceived risk and shopping channel involvement of consumers have a negative impact on their perceived values and channel selections. In addition, product involvement has a moderating effect on the relationship between channel's perceived risk, perceived values, and channel selections as well. (shrink)

Dysfunctional customer behavior is common in service settings. For frontline employees, negative encounters can cause short-term despondency or have profound, long-term psychological effects that often result in both direct and indirect costs to service firms. Existing research has explored the influence of dysfunctional customer behavior on employee emotions, but it has not fully investigated the psychological mechanism through which customer misbehavior transforms into employee responses. To maintain service quality and employee well-being, it is important to (...) understand the impact of customer misconduct on employee emotions and its effect on subsequent service behavior. To assess the process through which dysfunctional customer behavior manifests as negative emotions in frontline service employees, and the influence of negative employee emotions on their prosocial service behavior, we surveyed 185 frontline banking service employees. We sought information on service employee experiences, attitudes, and feelings regarding dysfunctional customer behaviors, the perceived level of supervisor support, and employee prosocial service behavior intentions. Structural equation modeling and hierarchical linear modeling were used for statistical analysis and hypothesis verification. Results indicate that dysfunctional customer behavior has a positive relationship with bank service employee negative emotions and a negative influence on employee prosocial service behavior. The study found that negative emotions fully mediated the relationship between dysfunctional customer behavior and prosocial service behavior. The moderating role that perceived supervisor support plays on the relationships between dysfunctional customer behavior and negative emotion was also investigated. The results show that perceived supervisor support moderates the relationship between dysfunctional customer behavior and negative employee emotions. Finally, the study provides bank managers with effective strategies to assist frontline employees to manage and deter dysfunctional customer behavior, and presents employees with internal recovery strategies when encountering dysfunctional customer behavior. (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)

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)

The field service scheduling problem is the key problem in field services. Field service pays particular attention to customer experience, that is, customer satisfaction. Customer satisfaction described by customer behavior characteristics based on the prospect theory is considered as the primary optimization goal in this paper. The knowledge of the insertion feasibility on the solution is analysed based on the skill constraint and time window. According to the knowledge, an initialization method based on the nearest (...) heuristic algorithm is constructed. Based on the prior knowledge of the FSSP and the endowment of the Fruit Fly Optimization Algorithm, two operators are defined according to the matrix encoding method. Based on these two operators, three search strategies are then proposed, and the smell-based search strategy and vision-based search strategy for the FOA are redesigned. To verify the performance of the algorithms, the proposed operators and strategies are tested and analysed in the well-known benchmark. Through comparison with the state-of-the-art algorithms, the results show that the proposed HFOA is an effective and efficient method to solve the FSSP with customer satisfaction. (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)

Interactions in service ecosystems, as opposed to the service dyad, have recently gained much attention from research. However, it is still unclear how they influence a customer’s experiential value and trigger desired prosocial behavior. The purpose of this study is to identify which elements of the multi-actor service ecosystem contribute to a customer’s experiential value and to investigate its relation to a customer’s interaction attitude and inter-customer helping behavior. The authors adopted a scale development (...) procedure from the existing literature. Service, brand, retail and tourism management research as well as expert feedback is used to generate a pool of 33 items. Exploratory and confirmatory factor analysis were conducted. The scale was validated based on more than 468 responses to a CASI at one of the world’s largest trade shows. Scale-development procedure was followed by structural equation modeling. CFA supports that experiential value in multi-actor ecosystems comprises five dimensions. The functional value of personnel, the perception of other customers’ appearance, the perception of other customers’ behavior, multisensory stimuli, and a customer’s enjoyment. Experiential value positively and directly relates to a customer’s interaction attitude and inter-customer helping behavior. Furthermore, the effect of experiential value on inter-customer helping behavior is partially mediated by interaction attitude. Managers interested in getting more out of interactions with customers will develop an understanding for the interplay between the physical environment and individuals within a multi-actor ecosystem. Social scientists and managers can use the scale to assess experiential value, encourage a customer’s interaction attitude and utilize the customers’ influence on their peers. This paper synthesizes insights from existing research on experiential value, from various fields, in one scale. This holistic approach is the first to simultaneously account for a customer’s interactions with the multisensory physical environment, personal interactions with employees and interactions between customers in a multi-actor service ecosystem. (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)

In the light of the increased interplay between customers and companies that touches on the diverse aspects (economic, legal, and ethical) of corporate management, it is increasingly important to ask whether customers consider not only the citizenship behaviour of companies but also their own citizenship behaviour as a precursor for ethical consumption. In this respect, this study attempts to answer this question by adopting two of the actors expressing citizenship behaviour, namely customer and company. This study attempts to answer (...) the following three research questions. (1) Do the attitudes of corporate citizenship and customer citizenship correlate with each other? (2) Do two kinds of citizenship attitudes create a positive ethical company attitude? (3) Does an ethical company attitude result in ethical consumption? (shrink)

Customers’ declining receptivity to conventional marketing tools has been a challenge for convenience stores. To overcome this, retailers are turning to social media as a new, potent marketing tool for creating business prospects and encouraging direct customer interaction. However, it is still unknown how social media marketing affects the shifts in customer behavior. This paper expands on the relationship of “loyalty program + virtual community experience → perceived value → customer loyalty” in the traditional convenience store (...) scenario, refining the variables of virtual community experience, perceived value, and customer loyalty. It also compares the effectiveness of different LP design structures and explores the mediation impact of program loyalty and the moderation effect of alternative attractiveness. The results demonstrate the superior performance of LPs with an expiry policy and differential returns and highlight the importance of enhancing members’ virtual community experiences in fostering customer perceived value and loyalty. The results also show the minor negative moderation impact of community group buying and prove that emotional value significantly impacts customer loyalty. Still, the social value does not affect program loyalty. The recommendations are offered, such as designing growing-oriented and periodical zeroing LPs, as well as using new social media marketing tools to empower traditional marketing techniques and constructing a “convenience store + community group buying” model. The findings have substantial theoretical and practical implications for traditional convenience stores in properly implementing loyalty and social media marketing tactics to maximize customer value and loyalty with a limited budget. (shrink)

In this study, we propose and test a model of the effects of organizational ethical culture and organizational architecture on the perceived unethical behavior of employees towards customers. This study also examines the relationship between organizational ethical culture and moral acceptability judgment, hypothesizing that moral acceptability judgment is an important stage in the ethical decision-making process. Based on a field study in one of the largest financial institutions in Europe, we found that organizational ethical culture was significantly related to (...) the perceived frequency of unethical behavior towards customers and to the moral acceptability judgment of this type of unethical behavior. No support was found for the claim that features of organizational architecture are associated with the perceived frequency of unethical behavior towards customers. This is the first study to document the differential effects of organizational architecture and organizational ethical culture on perceived unethical behavior of employees towards customers, in wholesale banking. Implications for managers and future research are discussed. (shrink)

Based on attribution theory and regulatory focus theory, this paper discusses the influence mechanism of cause-related marketing on customers’ extra-role behavior and the moderating effects of customer promotion focus and customer prevention focus. The results show that egoistic cause-related marketing (ECRM) has a negative impact on customer extra-role behavior, while altruistic cause-related marketing has a positive impact on customer extra-role behavior. Customer promotion focus has a significant positive moderating effect on the negative (...) impact of ECRM on customer extra-role behavior; customer promotion focus also has a significant positive moderating effect on the positive effect of altruistic cause-related marketing on customer extra-role behavior. There is a significant negative moderating effect of customer prevention focus on the negative impact of ECRM on customer extra-role behavior, while there is a significant positive moderating effect of customer prevention focus on the positive impact of altruistic cause-related marketing on customer extra-role behavior. (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)

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)

It was meaningful to predict the customers' decision-making behavior in the field of market. However, due to individual differences and complex, non-linear natures of the electroencephalogram signals, it was hard to classify the EEG signals and to predict customers' decisions by using traditional classification methods. To solve the aforementioned problems, a recurrent t-distributed stochastic neighbor embedding neural network was proposed in current study to classify the EEG signals in the designed brand extension paradigm and to predict the participants' decisions. (...) The recurrent t-SNE neural network contained two steps. In the first step, t-SNE algorithm was performed to extract features from EEG signals. Second, a recurrent neural network with long short-term memory layer, fully connected layer, and SoftMax layer was established to train the features, classify the EEG signals, as well as predict the cognitive performance. The proposed network could give a good prediction with accuracy around 87%. Its superior in prediction accuracy as compared to a recurrent principal component analysis network, a recurrent independent component correlation algorithm [independent component analysis ] network, a t-SNE support vector machine network, a t-SNE back propagation neural network, a deep LSTM neural network, and a convolutional neural network were also demonstrated. Moreover, the performance of the proposed network with different activated channels were also investigated and compared. The results showed that the proposed network could make a relatively good prediction with only 16 channels. The proposed network would become a potentially useful tool to help a company in making marketing decisions and to help uncover the neural mechanisms behind individuals' decision-making behavior with low cost and high efficiency. (shrink)

Customer citizenship behavior in the online shopping environment is vital to the success of e-retailers. However, it is unclear whether and how service recovery expectation and recovery justice predict customer citizenship behavior in e-retailing settings. Grounded on the expectation confirmation theory and social exchange theory, this study examined the influence of service recovery expectation and recovery justice on customer citizenship behavior with a serial mediation of recovery expectation confirmation and post-recovery satisfaction. A total of (...) 774 samples from e-shoppers with most impressive and most recent service recovery experience were collected to test the hypotheses using structural equation modeling and bootstrapping procedures. This study reveals that service recovery expectation has a negative impact on recovery expectation confirmation, while recovery justice positively affects recovery expectation confirmation, which is further positively correlated with post-recovery satisfaction and customer citizenship behavior. Moreover, recovery expectation confirmation and post-recovery satisfaction play a serial mediation in the relationship between service recovery expectation and recovery justice, and customer citizenship behavior. Our study contributes to the growing body of customer citizenship behavior literature by offering an alternative perspective to understand what encourage or impede customer citizenship behavior, and expands service recovery literature by combining service recovery expectation and recovery justice into a framework and revealing the expectation–confirmation mechanism through which they influence post-recovery satisfaction in online shopping setting. (shrink)

Terms like “norm,” “custom,” “convention,” “tradition,” and “culture” are used throughout social science, and throughout everyday conversation, to describe certain types of behaviors. Yet it is not very clear what people mean by them. In this paper, I try to make clearer what is meant by these terms and what makes the behavior they describe possible.

This paper deals with custom in action, namely, with the relationship between custom and action against the background of Amedeo Giovanni Conte’s nomotropism. Starting with Frerichs’ provocation of the peculiarity of saying ‘handeln nach der Sitte’ (acting according to custom) in favor of ‘sich handelnd nach was üblich ist’ (acting after what is usual), this paper will begin an exploratory research regarding the semantics and the ontology of custom to investigate the possibility of a nomotropic behavior in the field (...) of custom. Therefore, this paper will quote, at first, Rudolf von Jhering’s theory, and, at second, Ferdinand Tönnies’ theory. In conclusion, this paper suggests that an inquiry into custom in action (and in particular Tönnies’ ontology of the normative) could benefit from the nomotropic categories of analysis – such as adeontic and deontic regularities. (shrink)

Indonesia's banking industry is growing increasingly, as evidenced by increased credit cardholders and transactions. However, there was an increase in consumer complaints about using credit cards. Analyzing the phenomenon, the research aims to study the effect of satisfaction, trust, and customer relationship management on commitment. Descriptive and verification research was conducted with 482 credit card holders in Indonesia with a valid questionnaire. The approach of the Structural Equation Model was conducted to analyze quantitative data from the questionnaire. The results (...) found that the problem of customer relationship management can mediate the Relationship of trust and satisfaction to commitment. In addition, customer satisfaction is more important in implementing customer relation management than trust. Customer relationship management can be a full mediation variable between trust and satisfaction. The findings mean customer relationship management can be a mediation between trust and satisfaction. Innovation of the findings on the research model of customer relationship management mediation can be recommended in the banking industry to determine the marketing strategy through customer behavior. (shrink)

This research adopted the unified theory of acceptance and use of technology to emphasize the use of the PX Pay mobile payment app for PX Mart, the most popular supermarket in Taiwan, and examine the degree of involvement as a moderator. The influence of factors related to PX Mart’s target customer groups on their shopping intentions and usage behaviors were discussed, with subsequent benefits and optimization directions. This study indicated the following results. First, performance expectations, ease-of-use expectations, and social (...) impact enhance consumers’ behavioral intention and behavioral intention significantly influence usage behavior. Second, gender has no significant moderating effect on the proposed model. Third, age has a moderating effect from performance expectations and ease-of-use expectations, social influence on behavioral intention. Fourth, use is more significantly affected by perceived stakeholders for customers over age 50 than for those age 30–39. Fifth, the degree of involvement significantly affects the relationship between behavioral intention and usage behavior in terms of social influence and facilitating conditions effects. Finally, we provided academic and practical implications and make contributions to both the online payment industry and academia. (shrink)

Customer engagement behavior is a critical success factor for community e-commerce. While many community e-commerce websites are currently improving service quality to enhance customer engagement behavior, little is known about how such e-services affect customer engagement behavior. Building upon the stimulus-organism-response model, this study developed a research model to explain how e-service quality of community e-commerce platform affects customer engagement behavior through customer trust and perceived risk. The research model was empirically (...) evaluated by surveying 326 customers who have shopped through the community e-commerce platforms. The results indicate that e-service quality positively affects customer engagement behavior. Besides, customer trust and perceived risk play a mediating role between e-service quality and customer engagement behavior. This study offers recommendations to managers on how to build an attractive community e-commerce platform to stimulate customer engagement behavior. (shrink)

This paper investigates the relationship between two outcomes of relationship marketing – affective commitment and behavioral loyalty – and consumers' unethical behavior. The main objective of the study is to assess whether affective commitment and behavioral loyalty to a store translate into more ethical behavior towards that store, controlling for the variables of age, gender, and ethical beliefs. The study does not rely on a single measurement tool, but is based on ten months' panel data and three different (...) mail surveys targeted at 359 Belgian households. The results provide support for our hypothesis that affective commitment is indeed negatively correlated with consumers' unethical behavior. The same conclusion could not be drawn for the relationship between behavioral loyalty and consumers' unethical behavior. No significant relationship was detected, not even in situations where affective commitment was high. The results hold major implications for retailing practice. (shrink)

This research seeks to better understand how an organization-related employee perception and job attitude may influence organizational members to ethically create customer value. Specifically, it is proposed that high person–organization fit perception, more precisely ethical values person–organization fit perception, can influence business-to-business salesperson commitment to providing superior customer value both directly and indirectly through trust in sales manager, while encouraging ethical salesforce behavior, an important aspect of communicating and delivering customer value. Results from a study of (...) 408 business-to-business salespeople find that ethical values person–organization fit positively influences salesperson commitment to providing superior customer value, as well as trust in manager. Trust in manager directly affects commitment to customer value and mediates the relationship between ethical values person–organization fit and unethical intent. Theoretical and managerial implications are provided, as well as directions for future research. (shrink)

There are a vast number of ways of explaining human behavior in the social sciences and in ordinary conversation. One family of accounts seeks to explain behavior using terms such as norms, customs, tradition, convention , and culture . Despite the ubiquity of these terms, it is not fully clear how these concepts really explain behavior, how they are related, how they differ, and what they contrast with. In this article, I hope to answer such questions. Key (...) Words: norm • custom • convention • explanation. (shrink)

Front-line employees (FELs) facing double challenges of handling demanding supervisors and irresponsible customers in organizational settings. Performance of service organizations exceedingly reliant on knowledge sharing within organizational employees. FLEs develop the destructive emotions of revenge attitude from abusive supervision and customers’ mistreatment and diminish knowledge sharing. This work aims to determine the effect of abusive supervision (ABS) and customer mistreatment (CMT) on the development of revenge attitude (RVA) and felt obligation (FTO) reduces the knowledge hiding behaviors. Moreover, the FLEs (...) categorical factors of work experience and gender vary the effect of knowledge hiding. Survey data from 201 FLEs police officers. Structural equation modeling partial least square regression (PLS-SEM) SmartPLS 3.1 was utilized to test the model. Study results confirm that ABS and CMT significantly impact the RVA, and FTO reduces the RVA. Moreover, RVA influences the evasive, playing dumb, and rationalized knowledge hiding behaviors, and FTO significantly streamlined the knowledge hiding behaviors. FLEs personal attributes of experience and gender moderates the knowledge hiding behaviour and analysed with PLS multiple group analysis (MGA). The study contributes to the knowledge hiding in service work settings FLEs facing internal and external pressures. Service firms need to train the FLEs to manage the customer with the established working standards and work with the supervisor exceeding expectations. Study limitations and future research opportunities were reported at the end. (shrink)

The recent crisis in a prominent German car manufacturer generated by unethical leadership practices has brought into sharp focus, once again, the need for radical and fundamental ethical transformation among members of capitalism’s leadership elite. The divide between ethics and business needs to be closed and to do this effectively in a globalized world, cross-cultural aspects of moral sentiment need to be better understood. The current paper contributes to the extant literature in this regard by describing and analyzing cross-cultural aspects (...) of German and South African student’s ‘sympathy’ towards business ethical phenomena, using Adam Smith’s ‘Theory of Moral Sentiment’ as a theoretical framework and qualitative methods. The paper constructs a heuristic device based on Adam Smith’s theoretical framework and then proceeds to empirically analyze the theory by investigating German and South African student moral sentiments towards specific ethical leadership behaviors. The study indicates that while there is general cross-cultural homogeneity in moral approbation among students for fundamental aspects of ethical leadership behavior, nuanced custom-based differences emerge from the qualitative analysis. Following Adam Smith, fine grained differences in moral sentiment arising from ‘custom’ are evident. Thus, although ethicality of specific leadership behavior is found to be viewed similarly by both groups of students, significant nuanced differences arise in German students who emphasize intellectual autonomy over the conservatism favored by their South African counterparts. Practical aspects of these findings are briefly discussed. (shrink)

With the increasing growth of online shopping, businesses are intertwining to establish new shopping antecedents. Customer experience has steadily become the most important source of retailers’ long-term competitive advantage via difference. To preserve long-term and sustained consumer loyalty, retailers must continually improve the customer experiences. This study presents a framework for online retailing in a digital environment called the Online Customer Experience-Engagement Context model in the presence of value co-creation. Data was gathered from 189 people who purchased (...) products online. For additional analysis, testing the hypothesis, and model construction, SPSS 26 and Smart-PLS were used. The data was then evaluated further using descriptive statistics, path analysis, measurement, and structural model. The findings show that the online customer experience substantially influenced customer engagement, which improved customer loyalty. The VCC strengthened the link between online customer experience and customer engagement. It suggests that including consumers in co-creating a delightful online customer experience from time to time may be a valuable strategy for online retailers to increase customer engagement and loyalty. To create an overarching outcome, information integration theory, multi-attribute utility theory, and the attitude-behavior-context theory theories are converged to explain the proposed model in the study. (shrink)

Ethical leadership has so far mainly been featured in the organizational behavior domain and, as such, treated as an intra-organizational phenomenon. The present study seeks to highlight the relevance of ethical leadership for extra-organizational phenomena by combining the organizational behavior perspective on ethical leadership with a classical marketing approach. In particular, we demonstrate that customers may use perceived ethical leadership cues as additional reference points when forming purchasing intentions. In two experimental studies, we find that ethical leadership positively (...) affects purchasing intentions because of customers’ concerns for moral self-congruence. We show this by means of both mediation and moderation analyses. Interestingly, the effect of perceived ethical leadership on purchasing intentions holds over and above the ethical advertising claims that are commonly used in marketing. We conclude by discussing the possible ramifications of ethical leadership beyond its effects on immediate employees. (shrink)

Because previous scholars have offered few comprehensive models to understand the benefits of corporate social responsibility image in terms of customer behaviour, the authors of this paper propose a hierarchy of effects model to study how customer perceptions of the social responsibility of companies influence customer affective and conative responses in a service context. The authors test a structural equation model using information collected directly from 1,124 customers of banking services in Spain. The findings demonstrate that corporate (...) social responsibility image influences customer identification with the company, the emotions evoked by the company and satisfaction positively. Identification also influences the emotions generated by the service performance and customer satisfaction determines loyalty behaviour. The findings have significant implications for service managers because they demonstrate that there are two paths to explain the satisfaction and loyalty of service customers. The first path is composed of the beliefs and emotions generated by the company at the institutional level. The second path is composed of the thoughts, attitudes, emotions and feelings generated by the company’s services. (shrink)

Telecommunications is one of the most dynamic sectors in the market, where the customer base is an important pawn in receive safe revenues, so is important to focus attention is paid to maintaining them with an active status. Migrating customers from one network to another varies among telecommunication companies depending on different factors such as call quality, pricing plan, minute consumption, data, sms facilities, customer billing issues, etc. Determining an effective predictive model helps detect early warning signals when (...) churn occurs and assigns to each customer a score called “churn score” that indicates the likelihood that the individual might migrate to another network over a predefined time period. To this extent, the present paper uses more than 10k customers sample of a telecommunication company and tries to analyse the churn behavior. The aim of the paper is both to test the efficiency and performance of the most commonly used data mining techniques to predict the churn behavior and to underline the main indicators that can be used when conducting such analyses. Knowing the magnitude of the churn phenomenon, the company can prevent the instability that is going to occur by applying a series of measure in order to increase the retention of the current customers. (shrink)

Happiness, defined as a state of well-being and contentment, is a central human goal. Despite advances in customer behavior research related to value co-creation, the link between customer happiness and these behaviors remains unclear. This study therefore examines customers’ in-role participation behavior and extra-role citizenship behavior to determine their influence on customers’ happiness. Customer participation and citizenship behaviors relate positively to customers’ perceptions of both service performance and their contributions to others’ welfare. In addition, (...) collectivism moderates the relationship between perceived contributions to others’ welfare and happiness; individualism instead moderates the relationship between perceived service performance and happiness. These findings provide both managerial implications and directions for business marketing ethics. (shrink)

Online product recommendation systems have gained prominence in the context of e-commerce over the past years. Despite the increased research on OPR use, less attention has been paid to examining how decision and affective assessment of the OPR are contingent upon the product type. This study proposes and examines a recommendation-product congruity proposition based on cognitive fit and schema congruity theories. The proposition states that when the content of the OPR [either system-generated recommendation or a consumer-generated recommendation ] matches the (...) brain-stored schema initiated by a particular product, then a consumer would use a schema-based information assessment strategy and experience favorable decision and affective assessment of the OPR. This then affects consumers’ intentions to purchase and reuse OPR. The proposition is tested via a 2 × 2 between-respondents factorial design of a cross-sectional survey with 482 Amazon customers. The results support the following two matching conditions of the proposition: SGR describing a search product and CGR explaining an experienced product, which might lead customers to perceive lower decision effort, greater decision quality, and higher enjoyment with the OPR that subsequently have a significant impact on their intentions to purchase and reuse OPR. This study expands our understanding of how recommendation-product congruence influences the consumer’s decision and affective assessment behavior and provides practical implications for the identification and presentation of the recommendation type and product type for a better customer decision. (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)

Due to the crucial role of customers’ brand citizenship behaviors on brand strength, this study explored the relationship between brand uniqueness, brand credibility, brand intimacy, brand love, and brand citizenship behavior in Taiwan’s restaurant context. The participants are the customers of Wang Steak, a famous restaurant chain in Taiwan. A total of 358 valid responses were gathered from a questionnaire survey, with a response rate of 71.6%. We used structural equation modeling to analyze the data. Brand uniqueness, brand credibility, (...) and brand intimacy all have a positive relationship with brand love. Moreover, brand love was positively associated with brand citizenship behavior. The findings provide greater insights into the relationship of perceived brand uniqueness, brand credibility, brand intimacy, and brand love with customers’ brand citizenship behaviors. (shrink)

For many years, researchers and practitioners have sought out meaningful indicators of sales performance. Yet, as the concept of performance has broadened, the understanding of what makes up a successful seller, has become far more complicated. The complexity of buyer–seller relationships has changed therefore as the definition of sales performance has expanded, cultivating a growing interest in ethical/unethical actions since they could potentially have impacts on sales performance. Given this environment, the purpose of this study is to explore the impact (...) of moral judgment on sales performance and sellers engaging in a customer-oriented selling approach. Specifically, by utilizing a sample of 345 business-to-business salespeople, this study examines the relationships between moral judgment, customer-oriented selling, and outcome and behavior based performance. Results, managerial implications, and opportunities for future research are provided. (shrink)

Bank customers are not financial experts, and yet they make high-stakes decisions that can substantively affect personal wealth. Sooner or later, every individual has to take relevant investment decisions. Using data collected from financial advisors, bank customers and university students in Italy, this paper aims to reveal new insights about the decision processes of average non-expert investors: their investment goals, the information sets they consider, and the factors that ultimately influence decisions about investment products. Using four portfolio choice tasks based (...) on data collected directly from financial advisors and their clients, we find that most subjects used a limited set of information, ignoring factors that conventional economic models usually assume drive investor behavior. Furthermore, we suggest that non-compensatory decision-tree models, which make no trade-offs among investment features, are parsimonious descriptions of investor behavior useful for improving the organization of financial institutions and in policy contexts alike. (shrink)

Proceeding from the insights of Petrażycki, Polish-Russian legal realists distinguished legal theory, legal dogmatics, and legal policy. Legal theory describes legal phenomena in a value-free way and formulates causal laws concerning those phenomena. Legal dogmatics and legal policy are, by contrast, value-laden sciences involving the subject's—i.e., the scientist's—own attitudes toward existing or imagined phenomena: Dogmatics evaluates behaviors based on the subject's adoption of given normative sources as binding, while legal policy evaluates the effects produced by given NSs based on causal (...) laws and on the subject's goals. PRRs then conceptualize custom as a representation of people behaving in a certain way : We have a custom on the threefold condition that Rc is believed true by a given X, Rc causes the existence of a given normative psychical experience in X, and X expressly refers to—or would refer—to Rc in justifying an NPE. PRRs use the term customary law to refer to legal experiences caused and justified by an Rc. From a theoretical perspective, both the subject's adoption of custom as a binding NS and its truth are irrelevant. It is only the presence of a customary NPE in the X under study that matters. From a dogmatic perspective, by contrast, what matters is whether the dogmatician—qua subject—adopts custom as a binding NS, whether it is true that people behave in a given way bw, and whether bw resembles the behavior that is deontically qualified in the norm under dogmatic evaluation. Finally, from a legal-political viewpoint, PRRs hold that customary law in modern societies, owing to its conservative nature, should be eradicated for the goal of removing inequalities and fostering benevolence. (shrink)

In this article, I argue that norms and customs, despite frequently being described as being causes of behavior in the social sciences and ordinary conversation, cannot really cause behavior. Terms like "norms" and the like seem to refer to philosophically disreputable disjunctive properties. More problematically, even if they do not, or even if there can be disjunctive properties after all, I argue that norms and customs still cannot cause behavior. The social sciences would be better off without (...) referring to properties like norms and customs as if they could be causal. (shrink)

Ritualized behavior, intuitively recognizable by its stereotypy, rigidity, repetition, and apparent lack of rational motivation, is found in a variety of life conditions, customs, and everyday practices: in cultural rituals, whether religious or non-religious; in many children's complicated routines; in the pathology of obsessive-compulsive disorders (OCD); in normal adults around certain stages of the life-cycle, birthing in particular. Combining evidence from evolutionary anthropology, neuropsychology and neuroimaging, we propose an explanation of ritualized behavior in terms of an evolved Precaution (...) System geared to the detection of and reaction to inferred threats to fitness. This system, distinct from fear-systems geared to respond to manifest danger, includes a repertoire of clues for potential danger as well as a repertoire of species-typical precautions. In OCD pathology, this system does not supply a negative feedback to the appraisal of potential threats, resulting in doubts about the proper performance of precautions, and repetition of action. Also, anxiety levels focus the attention on low-level gestural units of behavior rather than on the goal-related higher-level units normally used in parsing the action-flow. Normally automatized actions are submitted to cognitive control. This “swamps” working memory, an effect of which is a temporary relief from intrusions but also their long-term strengthening. Normal activation of this Precaution System explains intrusions and ritual behaviors in normal adults. Gradual calibration of the system occurs through childhood rituals. Cultural mimicry of this system's normal input makes cultural rituals attention-grabbing and compelling. A number of empirical predictions follow from this synthetic model. (Published Online February 8 2007) Key Words: childhood ritual; compulsion; event boundaries; evolutionary psychology; obsessive-compulsive disorder; ritual; thought intrusion. (shrink)

The main objective of this article is to analyse the dark side of customer analytics and the ethics issues in the retailing industry. Ethics-related issues in retailing began to be discussed and studied primarily in the 1960s. The rising interest in ethical issues in retailing is in line with social concerns and consumer awareness, especially in the 1970s and 1980s. The use of big data in customer analytics is one of the most strategic weapons in the competitive retail (...) environment, especially in terms of systematic examination of customers’ buying behaviour, trend, and pattern will be used to help make business decisions via market segmentation and predictive analytics. The dark side of customer analytics in retailing is mainly related to security and privacy, incentives, risks, data sharing management, and data vulnerabilities that ultimately erode customer confidence and satisfaction level. (shrink)

The voluntary shift of responsibility from the producer to the consumer is one feature of self-design activities. Past research emphasizes the economic gains of such customer co-creation. However, the psychological mechanism underlying customer co-creation behavior is still not fully understood. Notably, the goal-driven self-congruence nature of customer co-creation is mostly ignored in the co-creation literature. The objective of this research is to firstly develop a conceptual understanding of how co-creation literature can be related to the self-congruence (...) theory. Furthermore, this study also extends the original self-congruence theory by arguing the differential role of actual and ideal self-congruence on the relationship between self-congruence and customers’ willingness to participate in the co-creation process. Two laboratory experiments were conducted to examine whether self-congruence plays a prominent role in motivating customers to participate in the self-design process. Specifically, both the actual self-congruence and ideal self-congruence are positively related to customers’ willingness to participate in the self-design process is hypothesized. Moreover, it is expected that product styles and different consumption situations may strengthen the relationship between actual/ideal self-congruence and customers’ willingness to participate in the self-design process. Theoretical and practical implications are also discussed. (shrink)

While there is a significant amount of research investigating managerial ethical judgments, a limited amount examines consumer judgments of unethical corporate behavior and its impact on the marketplace. This study examines how consumers' commitment to a company impacts not only their ethical judgment of corporate behavior but also the outcomes of that judgment. The authors test hypotheses with data from 334 consumers and find that consumers' level of commitment attenuates the level of perceived fairness. More specifically, highly committed (...) consumers may forgive companies for behaviors when perceived harm is low, but become progressively dissatisfied as the level of perceived harm increases. Results of the study point to the importance of considering ethical behavior from a consumer perspective. If corporate actions are perceived as unethical, the company stands to lose favor with their most committed customers. Considering that more time, effort and investment is required to gain a new customer as to retain an old, this study shows that engaging in behavior perceived as unethical by consumers risks alienating the most committed customers. (shrink)

Customer bullying is a common phenomenon, causing short-term emotional distress or having long-term psychological impact on frontline employees of service enterprises, yielding either direct or indirect losses to service enterprises. While existing research has focused on the emotional and psychological impact of customer bullying on employees, little attention has been directed at the impact of customer bullying on negative employee behavior and internal mechanisms. In view of this, this paper draws on conservation of resources theory and (...) discusses how and when customer bullying can lead to unethical behaviors. Furthermore, the mediating role of job insecurity and the moderating effect of organizational identification are analyzed. In study 1, 181 valid questionnaire data were collected at two time points, and regression data analysis was used to explore the effect of customer bullying on unethical behaviors through job insecurity. In study 2, 212 employees were recruited to investigate the moderating effect of organizational identification between customer bullying and unethical behaviors through a scenario experimental study. The results reveal that customer bullying is positively related to employees’ job insecurity and unethical behaviors. Job insecurity partially mediates the positive relationship between customer bullying and unethical behaviors. Further, the regression analysis results indicate that the direct effect of customer bullying on unethical behaviors is moderated by organizational identification. This study provides theoretical guidance for entrepreneurs to reduce both employee job insecurity and unethical behavior. (shrink)

Customer injustice has received considerable attention in the field of organizational behavior because it generates a variety of negative outcomes. Among possible negative consequences, customer-directed sabotage is the most common reaction, which impacts individuals’ well-being and the prosperity of organizations. To minimize such negative consequences, researchers have sought to identify boundary conditions that could potentially attenuate the occurrence of customer-directed sabotage. In this study, we explore potential attenuation effects of emotional stability and attentiveness on the (...) class='Hi'>customer injustice–sabotage linkage. The results showed emotional stability and attentiveness moderate the relationship between customer injustice and customer-directed sabotage. Specifically, the representatives with higher emotional stability or higher attentiveness are less likely to engage in customer-directed sabotage when they experience customer injustice. Moreover, there is a three-way interaction among daily customer injustice, emotional stability, and attentiveness that predicts daily customer-directed sabotage. Theoretical and practical contributions, limitations, and directions for future development are also discussed. (shrink)

Most consumer morality studies focus on consumer immorality, i.e. different types and degrees of consumer dishonesty or deviance. This paper follows this tradition, by looking at insurance customer dishonesty. For looking at insurance customer dishonesty in a wider perspective, the paper drafts a sociology of insurance customer morality, including outlines of micro-level, meso-level and macro-level moral sociologies of insurance fraud, as well as a discussion of moral heterogeneity and a critical understanding of deviance. As a next step (...) a few empirical rsearch questions are formulated and illustrated with data from a Norwegian-German pilot study. (shrink)

The study examines whether (a) personal and organizational values differ in private and public sectors, and (b) personal values and value congruence -the extent of matching between personal and organizational values -influence unethical practices and work behavior. Three hundred and forty middle-level managers from four manufacturing organizations rated 22 values as guiding principles to them to identify their personal values. In order to index organizational values, 56 top-level managers of the same organizations rated how important such values were to (...) the organization. Results revealed that the important shared values among managers of private and public sectors are product quality and customer service. Congruence between personal and organizational values is found to be higher in the private sector compared to the public sector. Middle-level managers in the private sector shared the organizational values more than the managers in the public sector. Irrespective of the type of organizations and age of managers, personal values more potently and consistently decreased unethical practices and increased work behavior compared to value congruence. Hiring managers emphasizing personal values can demote unethical practices and promote work behavior. (shrink)