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)

Service workers are more prone to experience customer mistreatment because of their frequent interactions with them. Hence, it compels them to the level where their performance is compromised. Employees who face customer mistreatment feel ill-treated and develop the desire for revenge. Based on the social exchange and displaced revenge perspective, this study examined the relationship between customer mistreatment and coworker undermining, and individual-level resource-based moderator service rule commitment for this relationship. An analysis of time-lagged, (...) dyadic data from the Chinese service industry confirmed that customer mistreatment significantly predicted coworker undermining. In addition, in support of the resource perspective, employees’ SRC effectively restricts an effect of customer mistreatment on coworker undermining. Finally, this study contributes to the customer mistreatment and coworker undermining literature by highlighting their relationship. This study also shows the importance of SRC in restraining the adverse effects of customer mistreatment. (shrink)

This study contributes to the constantly accumulating evidence on the effects of customer incivility (CI) on service employee exhaustion. Previous research has demonstrated that surface acting (SA) acts as a mediating variable in the relationship between CI and exhaustion. This study extended prior findings in two ways. The results of Study 1 (315 retail sales employees, 62.2% female) demonstrated that SA mediates the positive relationship between CI and exhaustion while controlling for employees’ trait positive and negative affectivity (NA). The (...) results of Study 2 (292 customer service representatives, 51% female) supported a moderated mediation model demonstrating that trait emotional intelligence (EI) buffers the direct and indirect (through SA) effects of CI on exhaustion. Specifically, it was found that employees exposed to many uncivil customer behaviors but high in trait EI reported using less SA and, thus, experienced fewer exhaustion symptoms than their low in trait EI counterparts. These results highlight EI as an important personal resource that mitigates the adverse effects of CI on service employees’ exhaustion, and suggest that organizations should consider implementing EI training programmes for their frontline service employees. (shrink)

The aim of this paper is to evaluate the critical success factors and investigate the benefits that might be gained once implementing Electronic Customer Relationship Management at HEI from employee perspective. The study conducted at Al Quds Open University in Palestine and data collected from (300) employee through a questionnaire which consist of four variables. A number of statistical tools were intended for hypotheses testing and data analysis, including Spearman correlation coefficient for Validity, reliability correlation using Cronbach’s alpha, and (...) Frequency and Descriptive analysis. The overall findings of the current study show that all the features were important for staff and it was critical success factors, at the same time, websites were providing all the features discussed by the theory whereas staff showed their willingness to use those features if provided. It is also discovered that implementing Electronic Customer Relationship Management can cause staff retention, were provided efficiently and needed to be improved. Research limitations: The survey findings were based on QOU employee in Palestine, UAE and KSA branches not included in the study. (shrink)

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

PurposeThe purpose of this paper is to examine how the design of characteristics and use of practices incorporated in customer relationship management information systems (CRM‐IS) impact on the expression and realisation of moral agency within organisations.Design/methodology/approachThe paper draws on the findings from an in‐depth UK case study of a CRM‐IS implementation.FindingsThe paper finds that some characteristics and practices within CRM‐IS can restrict the expression and realisation of moral agency in organisational life, resulting in a number of problems. For a (...) greater consideration of MacIntyre's virtue ethics approach in order to respond to such challenges is argued.Originality/valueThe paper offers a relatively rare insight into the significance of the ethical issues arising from the organisational use of CRM‐IS and strategies. The paper should be of interest to managers, computer professionals and academics. (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)

A central puzzle in jurisprudence has been the role of custom in law. Custom is simply the practices and usages of distinctive communities. But are such customs legally binding? Can custom be law, even before it is recognized by authoritative legislation or precedent? And, assuming that custom is a source of law, what are its constituent elements? Is proof of a consistent and long-standing practice sufficient, or must there be an extra ingredient - that the usage is pursued out of (...) a sense of legal obligation, or, at least, that the custom is reasonable and efficacious? And, most tantalizing of all, is custom a source of law that we should embrace in modern, sophisticated legal systems, or is the notion of law from below outdated, or even dangerous, today? This volume answers these questions through a rigorous multidisciplinary, historical, and comparative approach, offering a fresh perspective on custom's enduring place in both domestic and international law. (shrink)

Drawing on service climate theory and insights from the literature on self-service technologies and customer participation, this study investigates the antecedents of customers’ continuance intentions toward in-lobby self-service technologies (SSTs). Using data collected from 257 actual customers in the context of retail banks, this experimental study examines the proposed relationship between customer perceived service climate, customer readiness factors (i.e., perceived ability, role clarity, and perceived benefit), customer satisfaction and customer continuance intention toward in-lobby self-service technologies. (...) The results show that customers’ perceived service climate positively influences customers’ continuance intentions toward in-lobby SSTs. Moreover, two customer readiness factors (i.e., perceived ability, perceived benefit) and customer satisfaction mediate this relationship. The findings demonstrate the importance of customers’ perceived service climate in driving their continuance intention and provide managerial implications for service firms employing in-lobby self-service technologies. (shrink)

This book seeks to reintroduce the notion of custom in economics by providing a link between market processes, which are much analysed, and customary elements, which have been neglected by economists or at best seen as routines that have been adopted because they were competitively successful. Schlicht draws on philosophy and psychology in addition to economics.

Digital transformation has allowed to offer additional services - which complement the main product - both in terms of use, emotional and relationship terms. Focused on a traditionally rational insurance customer offering a value that explores the customer's emotions, from co-creating with the user, allows brand differentiation. Given this idea, this document has three purposes. First, identify the role of expectations and the perceived quality of the customer's digital experience. Secondly, to identify the relationship between experience and (...) satisfaction gained in private insurance web areas. Third, identify the most valued digital attributes by the user. A sample of 4,178 customers registered was analyzed using the partial least squares technique. The model is highly predictive to customer experience and evidence the important relationship between the WOW effect and satisfaction, as well as the weak but doble role that expectations play on insurance digital self-service. The model demonstrates that expectations are only relevant before web consumption, because during the process it is the perceived digital quality, in particular the usefulness, information and technology, that offer a true customer experience. This article offers high academic value because it more accurately defines the determinants of the digital insurance customer experience and its effect on customer satisfaction in digital services. While expectations influence attitude before service, this research reveals that perceived digital quality is what delivers a true customer experience. Strategically, the implications are immediate in the field of business as it shows the importance of co-creation in digital design, not only because of the significant savings in implementation costs but also because it guarantees a greater experience, essential in the loyalty of its customers. This ensures the sustainable growth of the company. (shrink)

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

The author presents a few consumer cases, which serves him to argue that customers frequently are victims of corporate arrogance and preponderance. In case of conflict between consumer expectations and corporate interests, corporations tend to put immediate profits above fairness, solidarity, the spirit of service or other non-material moral values. The power of corporations seems to be so immense today that we can talk about a form of corporate tyranny. Business companies resemble absolutist states of the past. In this context, (...) it is difficult to imagine how the "principle of gratuity and the logic of gift", a key proposal of the Encyclical Caritas in veritate, could be embraced by the business world. Gift, gratuity and communion require flexibility, prudence and freedom in decision making on the side of customer assistance and ground floor managers, which is an impossible prerequisite in a highly verticalised, centralised and standardised corporate world. The author warns that the arrogance and tyranny of corporations may become a source of human estrangement and oppression in the long run, as well as it may become a means of a "servile state". The author finishes claiming that the profit motive is not always the best incentive for corporate performance and that excellent business leadership is matter of balance between following rules and using common sense. He asks whether it is really possible to be efficient, profitable, prudent and humane in business at the same time? (shrink)

In the regime of Anglo-American tort law, every person has a responsibility to comport him- or herself with “due care” in going about day-to-day activities so as not to imperil the health, safety, or general welfare of others. The gold standard for determining what constitutes due care in any particular situation is what a reasonable person, similarly situated, would do. Determinations of due care are necessarily fact specific. Nevertheless, the general objective is to strike an appropriate balance between an unrealistically (...) high standard of caution and one that fails to take into account the known or foreseeable risks of any human endeavor. The same standard applies to individuals regardless of their age, gender, race, and level of education or economic status. The standard also applies to fictional “persons” such as corporations. The usual or prevailing custom and practice in an industry or occupation may provide relevant evidence of what constitutes “due care” in the activities common to it, but that evidence can be effectively overcome or rebutted by competent, credible evidence that the custom and practice either diverges from what it has been asserted to be or that the custom and practice is itself unsafe or otherwise poses an unreasonable risk of harm to others. Until quite recently, a singular exception to this general principle of tort law was made for the medical profession. We will consider this exception in the next section. (shrink)

A growing number of recreational races are being held in different locations, drawing many local and visiting runners. This study examined the relationships between quality, value, satisfaction, and loyalty among runners in a recreational race and examines potential differences in relationships between these constructs based on the runners’ experience. The participants were 985 runners with a mean age of 40.74±9.41years. Validated, reliable ad hoc instruments were used. A multi-group analysis was performed to ascertain the existence of relationships between the constructs (...) and differences in the relationships between the different study groups. The results show that quality is a direct antecedent of value and satisfaction. Value is directly related to satisfaction and indirectly related to loyalty. Satisfaction is related to the loyalty of participants in the race. Differences in the relationship between satisfaction and loyalty were dependent upon the runners’ experience. Loyalty to a race depends primarily on satisfaction and is modified by the runners’ experience. (shrink)

Despite the power of VR in immersing viewers in an experience, it generally only targets viewers via visual and auditory cues. Human beings use more senses to gather information, so expectedly, the full potential of this medium is currently not yet tapped. This study contributes in answering two research questions: How can conventional VR ads be enriched by also addressing the forgotten sense of smell?; and Does doing so indeed instill more engaging experiences? A 2 × 3 between-subjects study is (...) conducted, whereby an existing branded VR commercial is augmented with “sound” and “scents.” The power of these sensory augmentations is evaluated by inspecting emotional, cognitive and conative dimensions of customer engagement. The results identify product-scent congruence as a deal-maker, albeit product-scent incongruence is not necessarily a deal-breaker. The article concludes with further research avenues and a translation into managerial implications. (shrink)

So considered, Hume is viewed as a naturalist, whose project in the first three parts of the first book of the Treatise is to provide an account of the ...

The paper takes a look at insurance customer dishonesty as a special case of consumer ethics, understood as a way of situation handling, as a moral choice between right and wrong, such as between self-interest vs. common-interest, in other words, a “moral temptation”. After briefly raising the question if different schools, of moral philosophy would conceptualize such moral temptations differently, the paper presents ‘moral psychology’ as a frame of reference, with a focus on cognitive moral development, moral attitude and (...) moral neutralization. Conceptualization questions can’t be answered finally without thinking at the same time of empirical research design and instrument design decisions, e.g. choosing between experiment vs. questionnaire studies, designing suitable moral temptation situations as an experiment vs. questionnaires with scenario vignettes. The paper discusses then experiences from a 2004 pilot survey, with a main focus on a few insurance dishonesty scenarios with follow-up questions. The paper has an open end, i.e. outlines desirable future theoretical, empirical and practical work with insurance customer dishonesty. (shrink)

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)

In order to be competitive in an era of ethical consumerism, brands are facing an ever-increasing pressure to integrate ethical values into their identities and to display their ethical commitment at a corporate level. Nevertheless, studies that relate business ethics to corporate brands are either theoretical or have predominantly been developed empirically in goods contexts. This is surprising, because corporate brands are more relevant in services settings, given the nature of services, and the fact that services settings comprise a greater (...) number of customer–brand interactions and touch points than goods contexts. Accordingly, the purpose of this article is to empirically examine the effects of customer perceived ethicality of corporate brands that operate in the services sector. Based on data collected for eight service categories using a panel of 2179 customers, the hypothesized structural model is tested using path analysis. The generalizability theory is applied to test for measurement equivalence between these categories. The results of the hypothesized model show that, in addition to a direct impact, customer perceived ethicality has a positive and indirect impact on brand equity, through the mediators of recognition benefits and brand image. Moreover, brand heritage negatively influences the impact of customer perceived ethicality on brand image. The main implication is that managers need to be aware of the need to reinforce brand image and recognition benefits, as this can facilitate the translation of customer perceived ethicality into brand equity. (shrink)

: Here it is demonstrated how, in the early ru philosophical discussions of human nature and the pivotal role of education, the concept of "custom" came to play a crucial role. This concept became the standard rubric for all defective education or upbringing. Custom was defective because it was partial, tied to the character of place, and dominated by the attraction of material objects. This contrasted with the "classicist" education of the ru that was all-encompassing, grounded in the refined culture (...) of the Zhou literary and musical heritage, and detached from the desire for material goods. (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)

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

Older people living in a residential setting have the right to respectful care based on professional ethics. The aim of this study was to describe employees' and clients' lived experiences of elder abuse. A qualitative phenomenological method was used with 26 employees and 20 residents from four homes for elderly people in the town of Ostrava, Czech Republic, and two managers from outside these institutions. All complaints about elder abuse (n 5 11) received by Ostrava Municipal Authority during the period (...) 2003 to 2007 were examined. Two main dimensions of the examined phenomenon were identified: forms of elder abuse and causes of elder abuse. Established forms of elder abuse were summarized as rights violation, financial abuse, psychological abuse, physical abuse and neglect. Causes of elder abuse included institution, employee and client characteristics. It is necessary in residential settings to create preventive policies that will focus on supervision regarding elderly people's rights violation and psychological and physical abuse, as well as on building organizational cultures that will respect ethical principles. (shrink)

There is a long-standing discussion on the positive interactions between enterprise value creation and business competitiveness. The corporate value can be seen as being created from three major sources within the cycle - from employees, from processes, and from customers or investors through reinvestment. To achieve competitive advantages, a firm must create more value than its competitors in the industry. Emphasizing that, firms should explore the positive drivers of customer value creation, allowing for a true value creation that will (...) lead to increments in competitiveness. In reality, however, there are also barriers that hinder customer value creation. Targeting the above issues that have not yet been explored or analyzed, we have collected related literature at the first stage. Based on these presumable assumptions, this paper then conducts an empirical study by surveying and analyzing the relevance given by the investigated leading machinery measuring equipment firms in Taiwan, regarding the concerns as drivers and barriers in relation to customer value creation. This paper expecially aims to answer several key questions: What drivers revolving around employees and processes can facilitate the organization to create more value for its customers? Conversely, what barriers block the organization from creating value for customers in examining the same dimensions? Does value creation direct an organization's profitability and competitiveness? Our questionnaire survey results show that the most recognized and agreed drivers of customer value creation in consideration of employees are "distinctive skills", "personal experience", "learning and training", and "team work"; and, in regard to the firm's processes, the key drivers are "innovation and evolution", "R&D capability", and "capability for differentiation". Conversely, the most recognized and agreed barriers to customer value creation in relation to employees are a "distrustful environment" and "inadequate knowledge"; and, in terms of processes, they are "short of core technology", "poor resource support", and "bad services and attitudes". Furthermore, our in-depth interview outcomes reveal that "capital sufficiency" and "mergers and acquisitions" are in practice considered to be other important customer value creation drivers; in contrast, "cultural and structural barriers" and "short of mechanisms to measure customer value creation effectively" are viewed as additional critical barriers to customer value creation. (shrink)

Virtue ethics is regarded as the key in search of moral excellence among corporations. Yet, there are limited works to empirically investigate what virtuous character morally good corporations is expected to exhibit in the course of business from the perspective of customers. To fill this gap, we argue that customers are to evaluate firm’s virtuous character using Confucian cardinal virtues (ren, yi, and li) and perceived virtuousness determines customer loyalty. We test this argument using a sample of 276 Hong (...) Kong Chinese. The result suggests that a corporation not only has to offer a good value and high quality to customers but also needs to develop and acquire virtuous character in retaining customer loyalty. Firm has to embrace ren, yi, and li as the primary business goal. In fact, they are not the means but the end in themselves. The continuous pursuit of these cardinal virtues at the firm level not only establishes proper corporate values but also enables a firm to act morally in the course of business. Such kind of firm is known as junzi corporation. (shrink)

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

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

Background Respectful care during labour and childbirth, which has recently received a great deal of attention around the world, is vital for providing high-quality maternity care. However, this area has been underexplored in developing countries including Iran. Research aim This study aimed to assess postpartum women’s views regarding disrespect and abuse during labour and childbirth in Iran. Methods A qualitative study that involved a purposive sample of 21 postpartum women was conducted in Tehran, Iran, between 2019 and 2020. Following the (...) semi-structured individual interviews, a conventional content analysis was performed. Ethical considerations This research approved by Shahid Beheshti University of Medical Sciences in Tehran, Iran, with the ethical approval number 1396.810. Following explanation of the study's objectives, eligible women consented to participate in the study. The confidentiality of the participants' information and the anonymity of the analysis were maintained at all stage of the study. All data was stored on the password protected file in the researcher computer The findings were only disseminated in summary form, with no identifying of individual participants. Results Analysis of the data resulted in two main themes: ‘inappropriate interaction’ and ‘inadequate quality care’. The ‘inappropriate interaction’ theme includes ‘lack of empathy’ and ‘verbal abuse’. The second theme includes five sub-themes ‘lack of participation in decision-making’, ‘lack of privacy’, ‘ignorance of women’s pain and medical needs’, ‘rushed labour and painful procedures’, and “unsatisfying facilities’. Conclusion Providing supportive care, respectful communication, adequate participation in decision-making, maintaining privacy, attending to women’s labour pain and medical needs, and improving the quality of the physical birth environment are all examples of what labouring women consider to be respectful maternity care. To minimise disrespect and maltreatment of women during childbirth, an all-inclusive strategy engaging women, communities, healthcare professionals, managers, and educators is required. (shrink)

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

This paper focuses much-needed attention on the ethical nature of customer relationship management (CRM) strategies in organisations. The research uses an in-depth case study to reflect on the design, implementation and use of ‘best practice’ associated with CRM. We argue that conventional CRM philosophy is based on a fairly narrow construct that fails to consider ethical issues appropriately. We highlight why ethical considerations are important when organisations use CRM and how a more holistic approach incorporating some of Alasdair MacIntyre's (...) ideas on virtue ethics could be relevant. (shrink)

This paper focuses much‐needed attention on the ethical nature of customer relationship management (CRM) strategies in organisations. The research uses an in‐depth case study to reflect on the design, implementation and use of ‘best practice’ associated with CRM. We argue that conventional CRM philosophy is based on a fairly narrow construct that fails to consider ethical issues appropriately. We highlight why ethical considerations are important when organisations use CRM and how a more holistic approach incorporating some of Alasdair MacIntyre's (...) ideas on virtue ethics could be relevant. (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)

In this paper I show how what came to be known as “the double law of habit,” first formulated by Joseph Butler in a discussion of moral psychology in 1736, was taken up and developed by medical physiologists William Porterfield, Robert Whytt, and William Cullen as they disputed fundamental questions regarding the influence of the mind on the body, the possibility of unconscious mental processes, and the nature and extent of voluntary action. The paper shows, on a particular topic, the (...) overlap between eighteenth-century philosophical writings on the science of human nature on the one hand,and medical writings and lectures in physiology on the other. Other early modern writers discussed in the paper include René Descartes, Herman Boerhaave and David Hume. (shrink)

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

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)

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)

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)

Increasing frauds in insurance and mortgage‐lending illustrate the dilemma for companies between tackling fraud in the public interest and retaining customer confidence and competitive position.