Purpose – The purpose of this paper is to study factors affecting consumers’ liking and commenting behavior on Facebook brand pages, analyze the mediating role mode interaction relationships between personality traits liking/commenting behavior. Design/methodology/approach Data were collected using an online national survey from 269 respondents, ages 18 32. hypotheses tested structural equation modeling. Findings Results support nine ten with significant analyzed constructs. It was found...

Purpose The ongoing pandemic caused by the coronavirus disease 2019 (COVID-19) virus has severely influenced lives and livelihoods. As service organizations either face hibernation or continuity of their business operations, impact social distancing measures raises major concerns for well-being employees. In this paper, authors develop a conceptual framework to examine how different practices an organization's hibernation, which in turn affects dimensions employee subjective during COVID-19...

Purpose This paper aims to propose that the literature on customer engagement has emphasized benefits of firm and, a large extent, ignored customers’ perspective. By drawing upon co-creation and other literature, this attempts alleviate gap by proposing strategic framework aligns both perspectives in successfully creating generates value for bottom line. Design/methodology/approach A is proposed includes necessary resources, data, process, timeline goals engagement, captures motives,...

Purpose The purpose of this paper is to offer a discussion, definition and comprehensive conceptualization the smart service experience, i.e. way guests customers in hospitality tourism experience value use personalized pro-active services that intelligent data technology enable. Design/methodology/approach Based on prior research differences between regular services, develops conceptual framework which central construct. Findings characteristics (the intelligent, anticipatory, adaptable...

Applying a configuration-theoretic approach to study multiple channels, the authors hypothesize that multiple-channel systems make their greatest contributions firm performance when structures are properly aligned with firms' business-level strategies and environmental conditions. A conceptual model incorporating these variables is supported in an empirical of responses from executives at 291 electronic component manufacturers. The results confirm existence two theoretically ideal...

Purpose This paper aims to synthesize the widespread economic impact of outbreak COVID-19 and presents a new concept, service mega-disruptions (SMDs), which refers fast moving market disturbances at massive scale caused by pandemic. The purpose this is offer framework recognize SMDs on ecosystems call action for researchers in light outbreak. Design/methodology/approach an overview that observed across multiple sectors based current news reports. It then develops themes timely actionable...

Transformative service initiatives (TSIs) refer to activities by organizations (public, private, nonprofit) or volunteers serve people experiencing vulnerabilities, including long-term challenges (e.g., refugees, homeless people, undocumented immigrants, ex-convicts) and try improve their well-being. To advance the concept of TSI, this study proposes a 3A (Awareness, Alignment, Access) Integration Process Framework that can facilitate empirical tests whether participation in TSIs affects...

Purpose This paper reports the collaborative achievements of transformative service researchers and nonprofit practitioners their learning processes for refugee integration social impact measurement. The purpose is to present process a cocreating toolkit designed help non-profit organizations (NPOs) measure communicate initiatives. Collaboration with UK-based NPO resulted in development practical identify report impacts that are typically challenging or difficult measure....

Purpose The purpose of this paper is to investigate the moderating effect trusting beliefs about a store on country‐of‐origin (COO) effects. suggests that three (ability beliefs, benevolence and integrity beliefs) retail moderate negative effects COO product evaluation purchase intention. However, under high manufacturer risk conditions, only Design/methodology/approach toy industry chosen as study context. first hypotheses are tested with survey data collected from 224 participants. last...

Purpose The purpose of this paper is to provide an interdisciplinary framework bridging service design and social entrepreneurship with transformative research (TSR) create greater synergetic effects advance wellbeing drive impact. Design/methodology/approach This provides review synthesis literature establish a basis for conceptual advancing human driving Findings overarching created incorporates various concepts, methods tools across the three domains. At core ultimate goal multilevel...

Abstract This research (1) examines how specific consumer motives (i.e., goal‐directed: searching for information, experiential: browsing recreation) influence the trusting belief–loyalty relationship at a Web site in distinct manner and (2) investigates online flow experience each of motive states strengthens or weakens relationship. The results suggest that consumers with an experiential motive, benevolence‐ integrity‐related beliefs are key drivers loyalty, while ability‐related do not...

The global refugee crisis is a complex humanitarian problem. Service researchers can assist in solving this because refugees are immersed human service systems. Drawing on marketing, sociology, transformative service, and consumer research literature, study develops Transformative Refugee Experience Framework to enable researchers, actors, public policy makers navigate the challenges faced throughout refugee’s journey. primary dimensions of framework encompass spectrum from hostile...

Purpose Organizations increasingly develop and offer sharing services enabled by means of product-service systems (PSS). However, organizations offering sharing-based PSS face a unique set design challenges operational risks. The purpose this paper is to provide researchers practitioners with customer-based insights into service delivery system risk management for success. Design/methodology/approach This qualitative study combines in-depth interviews supplementary, multidisciplinary...

Purpose This paper aims to explore how service organizations can improve the effectiveness of well-being creation efforts given pressing societal issues and global crises. In this paper, authors examine two essential dimensions (dignity vulnerability approach) develop a theoretical framework. framework be used increase outcomes created by transformative initiatives (TSIs) minimize their negative unintentional consequences. Design/methodology/approach Drawing on social marketing humanistic...

Purpose The overarching goal of this paper is to increase awareness among researchers and practitioners that refugees are disproportionally impacted by COVID-19, which increases their suffering. Second, it extends a recently introduced transformative refugee service experience framework integrating conceptualizing refugees' resource inclusion during pandemic. Third, explores lessons learned implications from the COVID-19 pandemic for future research practice. Design/methodology/approach This...

Recently, the notion of loyalty has become an important construct within e-business framework because customers' easy switching behaviour on web. Despite increasing importance website loyalty, substantive research employing this been constrained by various factors. In paper, a model where individuals' is conceptualised both their willingness to return (revisit), and desire spend longer time at (stickiness) presented. relationships between trust, satisfaction, flow, examined. Further,...

Purpose The purpose of this paper is to better understand the relationship between web site design characteristics and revisit intention by examining roles satisfaction consumer motives, thus providing managers with strategies that they can adopt secure revisiting consumers at their sites. Design/methodology/approach This uses survey method collect data from 238 respondents mediation hypotheses are tested structural equation modelling using LISREL. Findings results indicate for goal‐directed...