Investigating consumer advocacy, community usefulness, and brand avoidance

2017 ◽  
Vol 35 (4) ◽  
pp. 488-509 ◽  
Author(s):  
K.R. Jayasimha ◽  
Harish Chaudhary ◽  
Anurag Chauhan
Keyword(s):  
Organizational Response ◽  
Research Approach ◽  
Community Members ◽  
Consumer Advocacy ◽  
Content Type ◽  
Grocery Retailing ◽  
Major Interest ◽  
Group A ◽  
Social Side ◽  
The Relationship

Purpose The purpose of this paper is to examine the behavioral outcomes and effectiveness of organizational response to open complaints by consumers following a dissatisfactory service experience. Design/methodology/approach Three natural communities (WhatsApp groups) were used with reference to online food and grocery retailing. The respondents comprised community members sharing negative experiences on the group. A scenario implanted in a survey was used as the research approach. Findings Consumer advocacy, a form of complaining, is a way to help other community members. The relationship between consumer advocacy and community usefulness strengthens the argument of consumers’ collective concern as one of the motivational frames for consumer advocacy. Consumer advocates show stronger reactions, resulting in brand avoidance following voice complaining. An effective organizational response can mitigate brand avoidance. Practical implications Finding ways to restrict and alleviate brand avoidance is an area that is of major interest to practitioners. The study finds that prospective explanations could be a very effective antidote to brand avoidance. Originality/value The social side of complaining is a relatively under-researched area. This study examines the relationship between consumer advocacy, community usefulness and brand avoidance. To the best of the authors’ knowledge, this is the first study to examine the moderating effect of organizational response on consumer advocacy and its outcomes in the virtual context.

scholarly journals Relationship of patient shame to working alliance and satisfaction: a preliminary investigation

2019 ◽  
Vol 14 (4) ◽  
pp. 251-263
Author(s):  
Daniel J. Carabellese ◽  
Michael J. Proeve ◽  
Rachel M. Roberts
Keyword(s):  
Patient Satisfaction ◽  
Working Alliance ◽  
Preliminary Investigation ◽  
Community Members ◽  
Content Type ◽  
Mediation Analyses ◽  
External Shame ◽  
Relationship Of ◽  
The Relationship

Purpose The purpose of this paper is to explore the relationship of two distinct variants of dispositional shame (internal and external shame) with collaborative, purpose-driven aspects of the patient–provider relationship (working alliance) and patient satisfaction. The aim of this research was to conduct a preliminary investigation into the relevance of dispositional shame in a general healthcare population. Design/methodology/approach In total, 127 community members (mean age 25.9 years) who reported that they had regularly seen a GP over the past year were recruited at an Australian university. Participants were asked to reflect on their relationship with their GP, and completed instruments assessing various domains of shame, as well as working alliance and patient satisfaction. Findings Non-parametric correlations were examined to determine the direction and strength of relationships, as well as conducting mediation analyses where applicable. Small, negative correlations were evident between external shame and working alliance. Both external and internal shame measures were also negatively correlated with patient satisfaction. Finally, the relationship of external shame to patient satisfaction was partially mediated by working alliance. Practical implications Both the reported quality of patient–provider working alliance, and level of patient satisfaction are related to levels of dispositional shame in patients, and working alliance may act as a mediator for this relationship. Originality/value The findings from this preliminary study suggest that internal and external shame are important factors to consider in the provision of medical care to maximise the quality of patient experience and working alliance.

The relationship between MNCs’ strategies and executive staffing

2017 ◽  
Vol 25 (2) ◽  
pp. 233-250 ◽  
Author(s):  
Sangeetha Lakshman ◽  
C. Lakshman ◽  
Christophe Estay
Keyword(s):  
International Business ◽  
Business Strategy ◽  
Global Strategy ◽  
Business Strategies ◽  
Future Research ◽  
Research Approach ◽  
Global Integration ◽  
Content Type ◽  
Managerial Implications ◽  
The Relationship

Purpose The purpose of this paper is to examine the relationship of business strategies with executive staffing of multinational companies (MNCs). Design/methodology/approach Based on in-depth interviews conducted with top executives of 22 MNCs’, the authors identify important connections between international business strategies and staffing orientation. The authors used the qualitative research approach of building theory from interviews; thus, creating theoretical propositions from empirical evidence. Findings The authors find that when the pressure for global integration is high, MNCs use more parent-country national (PCNs) (ethnocentric staffing) as against the use of host-country managers (HCNs) (polycentric staffing) when this pressure is low. Additionally, MNCs using a global strategy are more likely to use an ethnocentric staffing approach, those using a multi-domestic strategy use a polycentric approach and firms using transnational strategy adopt a mix of ethnocentric and polycentric approaches. Research limitations/implications Although the authors derive theoretical patterns based on rich qualitative data, their sample is relatively small and comprises mostly of French MNCs. Generalizability to a broader context is limited. However, the authors’ findings have critical implications for future research. Practical implications The authors’ findings provide critical managerial implications for MNCs in matching their HR strategies with business strategies. These are important for effective strategy implementation. Originality/value Although MNC staffing orientations have been studied for a long time, their relationship to international business strategies is still not clearly understood. The authors contribute to the literature by investigating the relationship between MNCs’ business strategy types with staffing orientations.

Outcomes of the sport event volunteer experience: examining demonstration effects on first-time and returning volunteers

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Jordan T. Bakhsh ◽  
Erik L. Lachance ◽  
Ashley Thompson ◽  
Milena M. Parent
Keyword(s):  
Behavioral Intentions ◽  
Sport Participation ◽  
Community Members ◽  
Sport Event ◽  
Content Type ◽  
The Future ◽  
Sport Events ◽  
First Time ◽  
Sport Event Volunteers ◽  
The Relationship

PurposeThe purpose of this study is to examine if sport event volunteers were inspired by their event experience to volunteer in the future.Design/methodology/approachA postevent questionnaire was administered to 161 professional golf tournament volunteers, in which 93 respondents were identified as first-time volunteers of the event and 68 as returning volunteers. A moderation analysis was conducted to assess if previous event-specific volunteer experience moderated the relationship between volunteers' inspiration and future volunteer intentions.FindingsFirst-time event-specific volunteers were significantly more inspired to volunteer again than returning event-specific volunteers. Findings indicate volunteers can be inspired from their event experience toward future volunteer intentions.Research limitations/implicationsThis study offers conceptual understandings and new application of inspiration–behavioral intentions by examining sport events' (in)ability to inspire first-time and returning event volunteers to volunteer in the future. Findings are limited to the sport event volunteers' intention discussion.Practical implicationsThis study demonstrates how event stakeholders can create positive future behavioral intentions for community members through hosting sport events. By positioning first-time event-specific volunteers within roles that can elicit inspiration (e.g. interacting with athletes), event managers can foster stronger future volunteer intentions.Originality/valueThis study extends the understanding of demonstration effects by moving beyond the traditional sport event spectators and sport participation intention foci. It demonstrates that sport events can inspire different spectator groups (i.e. event volunteers) toward different future behavioral intentions (i.e. volunteer intentions). Findings address previous sport event volunteer assumptions regarding intention, inspiration and volunteer segments.

Sentiment classification of Chinese cosmetic reviews based on integration of collocations and concepts

2019 ◽  
Vol 38 (1) ◽  
pp. 155-169
Author(s):  
Chihli Hung ◽  
You-Xin Cao
Keyword(s):  
Design Methodology ◽  
Classification Performance ◽  
Sentiment Classification ◽  
Support Vector ◽  
Research Approach ◽  
Content Type ◽  
Novel Approach ◽  
The Relationship ◽  
Modelling Approach

Purpose This paper aims to propose a novel approach which integrates collocations and domain concepts for Chinese cosmetic word of mouth (WOM) sentiment classification. Most sentiment analysis works by collecting sentiment scores from each unigram or bigram. However, not every unigram or bigram in a WOM document contains sentiments. Chinese collocations consist of the main sentiments of WOM. This paper reduces the complexity of the document dimensionality and makes an improvement for sentiment classification. Design/methodology/approach This paper builds two contextual lexicons for feature words and sentiment words, respectively. Based on these contextual lexicons, this paper uses the techniques of associated rules and mutual information to build possible Chinese collocation sets. This paper applies preference vector modelling as the vector representation approach to catch the relationship between Chinese collocations and their associated concepts. Findings This paper compares the proposed preference vector models with benchmarks, using three classification techniques (i.e. support vector machine, J48 decision tree and multilayer perceptron). According to the experimental results, the proposed models outperform all benchmarks evaluated by the criterion of accuracy. Originality/value This paper focuses on Chinese collocations and proposes a novel research approach for sentiment classification. The Chinese collocations used in this paper are adaptable to the content and domains. Finally, this paper integrates collocations with the preference vector modelling approach, which not only achieves a better sentiment classification performance for Chinese WOM documents but also avoids the curse of dimensionality.

Interleukin-6 overexpression as a marker of malignancy in human gliomas

2001 ◽  
Vol 94 (1) ◽  
pp. 97-101 ◽  
Author(s):  
Christine Rolhion ◽  
Frédérique Penault-Llorca ◽  
Jean-Louis Kémény ◽  
Jean-Jacques Lemaire ◽  
Christiane Jullien ◽  
...  
Keyword(s):  
Gene Expression ◽  
Interleukin 6 ◽  
Vascular Endothelial Cells ◽  
Immunohistochemical Analysis ◽  
Vascular Endothelial ◽  
Content Type ◽  
Major Interest ◽  
Polymerase Chain ◽  
The Relationship ◽  
Fine Print

Object. Glioblastomas multiforme (GBMs) grow rapidly and are highly resistant to treatment compared with other glioma types and grades. Consequently, it is of major interest to identify markers of aggressiveness in these tumors that could represent new therapeutic targets. Interleukin (IL)—6 is frequently produced in gliomas and, given its manifold properties, could be considered as a candidate marker. Expression of IL-6 may be involved in cell growth, resistance to chemotherapy and radiotherapy (via an antiapoptotic pathway), and angiogenesis. This study was conducted to test this hypotheses and to evaluate the suitability of IL-6 as a target in the treatment of GBMs. Methods. The authors studied the relationship between the level of IL-6 gene expression as assessed using semiquantitative reverse transcription—polymerase chain reaction and by determining various histological types and grades in a series of 59 gliomas. It was found that GBMs displayed a significantly higher level of IL-6 expression than other types of glioma (p < 0.001). Immunohistochemical analysis revealed that IL-6 was produced mainly by malignant cells and a few vascular endothelial cells. Conclusions. It can be inferred from these findings that IL-6 gene expression is related to glioma aggressiveness and that IL-6 may play a central role in GBM behavior. Interleukin-6, therefore, could be considered as a new potential target in the treatment of GBMs.

Exploring the role of corporate social responsibility skepticism in ethical purchase intention

2019 ◽  
Vol 16 (2) ◽  
pp. 291-307 ◽  
Author(s):  
Salmi Mohd Isa ◽  
Phaik Nie Chin ◽  
Irene Liew
Keyword(s):  
Corporate Social Responsibility ◽  
Social Responsibility ◽  
Peer Influence ◽  
Purchase Intention ◽  
Moderating Effect ◽  
Equation Modeling ◽  
Research Approach ◽  
Content Type ◽  
Corporate Social ◽  
The Relationship

Purpose Few studies exist which delve into the possible factors that prevent ethically minded consumers from translating their ethical perceptions into ethical purchase intention (EPI). Thus, this study aims to explore how consumers assess corporate social responsibility (CSR) based on several influencing factors toward EPI, with CSR skepticism (SKP) as a moderator. Design/methodology/approach This cross-sectional study is conducted through a self-administered questionnaire and uses a positive research approach with a quantitative basis of enquiry. The partial least squares–structural equation modeling- model is used to examine the causal relationship between seven independent variables of CSR assessment (i.e. CSR awareness, knowledge of CSR position of company, cause importance, price consciousness, CSR image of company, credibility of CSR efforts and peer influence) with EPI. In addition, this study also examines the moderating effect of SKP in the relationship. Findings The findings show that CSR assessment factors are important to convert mere purchase criteria into EPI and SKP does play a significant role in weakening the relationship. Originality/value This study examines the moderating effect of CSR skepticism, the exploration of which still remains very limited in current literature.

Owning one’s epistemology in religious studies research methodology

Kybernetes ◽  
2019 ◽  
Vol 49 (8) ◽  
pp. 2057-2071 ◽  
Author(s):  
Philip Baron
Keyword(s):  
Social Justice ◽  
Research Methodology ◽  
Research Process ◽  
Religious Studies ◽  
Research Approach ◽  
Research Activity ◽  
Content Type ◽  
Observer Effect ◽  
Temporal Coupling ◽  
The Relationship

Purpose There is a lack of epistemological considerations in religious studies methodologies, which have resulted in an on-going critique in this field. In addressing this critique, the researcher’s observer effect needs to be actively accounted for owing to the influence of the researcher’s epistemology in the author’s research. This paper aims to answer the question of why a researcher should address one’s epistemology in the research. Design/methodology/approach Using second-order cybernetics as an approach, observer dependence is exemplified and justified in the context of religious studies research methodology. The research activity is shown as a relational temporal coupling that introduces inter-subjective aspects to the research. The research process is analysed showing the need to provide scope for the researcher’s epistemology in one’s research. Findings A relational observer-dependent approach to research embraces the epistemology of the researcher and the participants providing equality in the relationship. The research results are thus framed according to the nature of the relationship and are thus not detached. This addresses social justice and reduces troubling truth claims. Research limitations/implications This first paper focuses on the question of why epistemology should be included in scholarly research. A detailed framework for how scholars may achieve this goal is to be part of the future study and is not presented in this paper. Practical implications In many positivist approaches there is a motivation to hide the researcher; however, recently there has been a move towards including authors in the first person, realising that science is tied to politics, which does not reach its ideals of objectivity. Cybernetics is presented as an approach to addressing the move from “objective” to “subjective” research. Social implications Researchers cannot get into the minds of their participants and thus an authorial privileged presentation by the researcher of the participant’s experiences is fraught with epistemological weaknesses. Attempting to own one’s own epistemology could address social justice in research by personalising the research and accounting for the observer effect and the inter-subjective attributes of the research relationship. Originality/value The principle of observer dependence in cybernetics is not new; however, a research approach that focuses on the nature of knowing and how this may influence one’s research in religious studies is uncommon. It is thus presented here as a viable option to address the critique of epistemologically weak research methodology in religious studies.

Leadership and the significance of formalized organizational structures

2019 ◽  
Vol 25 (3) ◽  
pp. 341-363
Author(s):  
Jan Gunter Langhof ◽  
Stefan Güldenberg
Keyword(s):  
Leadership Style ◽  
Organizational Structures ◽  
Research Approach ◽  
Content Type ◽  
Authoritarian Leadership ◽  
Red Tape ◽  
Leadership Research ◽  
The Relationship ◽  
Practical Implications ◽  
Historical Examination

Purpose Management literature commonly suggests authoritarian leadership (AL) as the ideal leadership style during crises and extreme situations. This study aims to question this view, exploring servant leadership (SL) as an alternative. Design/methodology/approach In the field of leadership research, surveys and interviews are the most dominant research methods. In light of this dominance, this paper draws on a rather unorthodox research approach: a historical examination. Findings The elaborations in this paper suggest that SL exerts a higher influence on followers than AL, when organizational structures are absent or disregarded. Consequently, the higher influence of SL implies a lower need for regulations and directives within organizations. Practical implications Bureaucracy and red tape can be reduced. Particularly in situations of crises, SL’s relatively reduced reliance on formalized organizational structures can be advantageous to leaders. Originality/value The relationship among leadership (SL and AL) and formalized organizational structures is elaborated and illustrated in a historical examination.

Relationship between competitive strategy and construction organisation performance

2016 ◽  
Vol 54 (9) ◽  
pp. 2340-2366 ◽  
Author(s):  
Luqman Oyekunle Oyewobi ◽  
Abimbola Olukemi Windapo ◽  
James Olabode Bamidele Rotimi ◽  
Richard Ajayi Jimoh
Keyword(s):  
South Africa ◽  
Decision Making ◽  
Strategic Management ◽  
Competitive Strategy ◽  
Management Style ◽  
Research Approach ◽  
Organisational Performance ◽  
Content Type ◽  
The Relationship

Purpose The purpose of this paper is to examine the possible moderating role of organisational characteristics (organisational structure, management style and decision-making style) in the relationship between strategy and organisational performance among large construction organisations in South Africa. Design/methodology/approach The study adopted a quantitative research approach using a questionnaire survey to obtain data from 72 large construction organisations in South Africa. Using hierarchical multiple regression, the paper examines the relationship between the constructs discussed in the study. Findings The internal characteristics of the organisation form the vital basis for achieving optimal performance. The results obtained from the analysis revealed that decision-making style directly influences the measure of organisational effectiveness, while it could also be inferred that organisational characteristics partly moderate the relationship between competitive strategy and organisational performance. The findings indicate that internal characteristics is one of the means through which organisational strategic factors and contextual aspects are organised to achieve greater organisational performance levels. Originality/value The findings have theoretical implications for strategic management literature in construction as it extends the scope of research on strategic management from assessing a set of individual management practices to evaluating a complex mechanism that connects internal characteristics and competitive advantage. It is believed that this study will contribute positively to the role of organisational characteristics in the competitive strategy-performance relationships in large construction organisations in South Africa and to the ongoing discussion on emerging strategic management issues in construction.

FM research in Switzerland

Facilities ◽  
2014 ◽  
Vol 32 (1/2) ◽  
pp. 18-26
Author(s):  
Lukas Windlinger ◽  
Susanne Hofer ◽  
Christian Coenen ◽  
Franziska Honegger ◽  
Daniel von Felten ◽  
...  
Keyword(s):  
Applied Sciences ◽  
Service Management ◽  
Facility Management ◽  
Research Approach ◽  
Research Projects ◽  
Management Tools ◽  
Content Type ◽  
University Of Applied Sciences ◽  
Relationship Of ◽  
The Relationship

Purpose – This paper aims to review FM research in Switzerland with a focus on recent research projects at the Institute of Facility Management of the Zurich University of Applied Sciences. Design/methodology/approach – The paper provides a summary and review of research projects. Findings – FM research in Switzerland has grown in the past few years and is now well rooted in the Swiss FM industry. The focus is on service management, workplace management and FM in health care. FM research in Switzerland has been driven collaboratively by the Institute of FM and the industry. Research limitations/implications – Research at the IFM is very much oriented towards application and many collaborative projects between industry, public administration and universities have been conducted. However, some fields of FM have received little attention yet. Practical implications – FM research in Switzerland has been driven collaboratively by the Institute of FM and the industry. The focus is on application, e.g. management tools, benchmarking systems or the relationship of FM services, organisational outcomes, and customer satisfaction. Many research results contribute to the development of Swiss FM industry. Originality/value – In this article the authors summarize FM research in Switzerland and their research approach. With this they contribute to transparency and further development of FM research.

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