Automation, Inconvenience and Compensation: A Dynamic View on Service Productivity
The authors extend the seminal article by Rust and Huang (2012) by developing a dynamic simulation model that includes customer inconvenience during a service company’s transition from labor to
Read More »
06/03/2014
• #Technological Advancement
The Effects of Competitor Orientation on Employees’ and Market Performance
This research decomposes the notion of market orientation into its three components and empirically examines the frontline employees’ and market performance of a competitor-orientated strategy in
Read More »
06/03/2014
• #Competitiveness
Conflict Management Styles and NSD Project Performance under Different types of Conflict
This study adopts a multilevel research approach drawing from both NSD project managers and participants in order to investigate how project manager’s selection of conflict-handling styles affects
Read More »
06/03/2014
• #Planning and Strategy Management
“Walk the Talk!” Building Corporate Sustainable Brand Strength through a Sustainable Supply Chain
Accusations made against green-washing within the corporate branding context have steadily increased. Few studies have investigated the integration of social and environmental aspects in the
Read More »
06/03/2014
• #Greenwashing
Commitment to Sustainability in Small and Medium-Sized Enterprises: The Influence of Market and Entrepreneurial Orientations
During the last few decades, ecosystem degradation has grown to become a major topic among several actors in society. While larger companies are generally incorporating environmental practices to
Read More »
06/03/2014
• #Corporate Social Responsibility
Understanding The Motives for the Adoption of Sustainable Practices: The Role of Expected Rewards, Risk Perception, and Risk tolerance
The purpose of this study is to examine firms’ motives underlying the adoption of sustainable practices. In particular, we focus on expected economic, social, and personal rewards. In addition, we
Read More »
06/03/2014
• #CSR Practice
Developing a Portfolio of Sustainable Labels: Consumer Perceived Ethicality and Patronage Benefits for Retailers
Retailers increasingly distribute products with a label guaranteeing that certain environmental or social criteria are met. These sustainable labels contribute directly to the creation of product
Read More »
06/03/2014
• #Product Labeling
What Goes around Comes around: The Impact of Employee Empathy on Service Recovery Performances
This research compares the impact of employee service recovery strategies with focus on affective (i.e., empathic concern) and cognitive empathy (i.e., perspective-taking) on customers’ emotional
Read More »
06/03/2014
• #Customer Service