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This research aims to determine to what extent corporate social responsibility (CSR) actions developed by bank entities in Spain improve the vulnerable customers' emotions and quality perception of the banking service. Consequently, this increases the quality of their relationship regarding satisfaction, trust and engagement.

Data from 734 vulnerable banking customers were analyzed through structural equations modeling (EQS 6.2) to test the relationships of the proposed variables.

Vulnerable customers' emotional disposition exerts a strong influence on their perceived service quality. The antecedent effect is concentrated primarily on the CSR towards the client, with a residual secondary weight on the CSR towards society. These positive service emotions are determinants of the outcome quality perceived by vulnerable customers, directly in terms of higher satisfaction and trust and indirectly through engagement.

This research contributes to understanding how financial service providers should adapt to the specific characteristics and needs of vulnerable clients by adopting a strategy of approach, personalization and humanization of the service that seems to move away from the actions implemented by the banking industry in recent years.

This study has adopted a theoretical and empirical perspective on the impact of CSR on service emotions and outcome quality of vulnerable banking customers. Moreover, banks can adopt a dual conception of CSR: a macro and external scope toward society and a micro and internal scope toward customers.

The current research delves into how different cues in messages (such as argument quality, usefulness and informativeness) and cues related to the source (such as credibility and expertise) contribute to the perceived credibility of electronic word-of-mouth (eWOM). The investigation also explores whether source cues influence the overall impact of message cues.

This study synthesizes findings from 100 previous empirical works through the application of meta-analysis.

The outcomes affirm the presence of both systematic and heuristic processing, the additive effects of both message and source cues and the bias effects of source cues. Moreover, the study identifies a connection between eWOM credibility and behavioral intention. Expanding on this, the research discovers that users’ tendency to avoid uncertainty moderates the impact of message and source cues on their judgment of eWoM credibility.

The research contributes to the eWOM literature by providing a heuristic-systematic model of eWoM credibility judgments. It provides new insights for online sellers, who can benefit from eWoM by fostering potential buyers' behavioral intention to purchase.

This study aims to conduct a systematic literature review and bibliometric analysis on the topic of digital labour. The study also identifies the future research directions for the topic.

In total, 118 research papers were identified and reviewed from 11 established research databases and A*, A and B category journals from the ABDC journal list. The papers covered a timespan between 2006 and 2023. Bibliometric analysis was conducted to identify key research hotspots.

The emergent themes and associated sub-themes related to digital labour were identified from the literature. The paper found three significant themes that include digital labour platform, gig economy and productivity. This study also acts as a platform to initiate further research in this field for academicians, scholars, industry practitioners and policymakers. The future research scope in the topic is also presented.

The present study is unique in its nature as it approaches the topic of digital labour from all relevant perspectives.

Sport events’ contribution to the destinations’ local economy implies in-depth knowledge of the economic benefits generated by non-resident spectators (NRS). Thus, this study aims to answer: What is the profile and shaping factors of the consumption patterns of the several types of NRS in international surf tourism events?

A total of 263 questionnaires applied to the NRS of an international surf event were collected and analysed. The identification of the NRS profile and the predictive factors of their total expenditure were performed through the correlation of factors and multiple linear regression, respectively.

Mostly, the event attracted generation Y NRS, with a high level of education and regular sport practice. The results showed differences among the NRS: the “casuals” included more women than men; the “extensioners” integrated the NRS whose surfing practice is higher; the “event visitors”/”time switchers” mostly integrated the domestic tourism flows; the “casuals” and “extensioners” spent the most at the destination, and those whose intention to recommend/revisit the destination, respectively, was higher; and the shaping factor that most influenced the increase in NRS expenditure was the overnight stay, added by older age, higher education level and foreign origin.

Regardless of the initial motivation that led to the trip to the destination, the results verified that the event’s attributes are capable of contributing to the recommendation/visitation of the destination. Consequently, the study of economic benefits (tangible and intangible) provided by sport events in destinations should be guided by an integrative analysis of NRS.

As consumer debt can substantially impair subjective well-being, it is crucial for research to gain insights into how consumers can be motivated to improve financial planning. This paper aims to investigate how frontline employees in financial services can help consumers regulate their financial planning behaviors and how financial service providers can effectively support their frontline employees in this effort through leadership and organizational climate.

We incorporate regulatory focus theory and conservation of resource theory to develop a conceptual model that we test in a triadic study with a unique dataset collected from consumers, frontline employees, and managers in the banking sector.

We find that frontline employees must pay attention to the details of consumers’ needs and customize the service to those needs to trigger consumer promotion focus and stimulate consumers’ financial planning behaviors. Moreover, our results emphasize that the organization must act as an integrated entity. Thus, a manager’s servant leadership and an organizational climate of customer stewardship are crucial for frontline employees to transform consumers’ financial planning behaviors.

The study highlights frontline employees’ key role in motivating consumer financial planning behavior, offering a new perspective in transformative service research on enhancing financial well-being.

The findings provide financial service providers with actionable implications for enhancing consumers’ financial planning. This benefits both consumers and financial institutions, as customers with greater spending power can buy more financial products.

This study advances transformative service research on consumer financial planning behavior, which has largely focused on consumer-related or society-level variables, by exploring the role of frontline employees and organizational support in terms of leadership and climate.

The purpose of this case study was to complement existing weeding and retention criteria beyond the most used methods in academic libraries and to consider citation counts in the identification of important scholarly works.

Using a small sample of items chosen for withdrawal from a small liberal arts college library, this case study looks at the use of Google Scholar citation counts as a metric for identification of notable monographs in the social sciences and mathematics.

Google Scholar citation counts are a quick indicator of classic, foundational or discursive monographs in a particular field and should be given more consideration in weeding and retention analysis decisions that impact scholarly collections. Higher citation counts can be an indicator of higher circulation counts.

The authors found little indication in the literature that Google Scholar citation counts are being used as a metric for identification of notable works or for retention of monographs in academic libraries.

We model the relation between excess returns, fund size and industry size for active equity funds.

We study and contrast four markets – global equities, emerging markets, Australia core and Australia small caps – and use the results to investigate the extent to which funds deviate from estimated capacity.

We uncover a significantly negative relation between returns and both fund size and industry size across all markets. The estimated percentage of funds operating above versus below capacity varies both across markets and over time, as does the role played by fund size versus industry size. We find a greater prevalence of funds operating significantly below than above capacity, in contrast to findings for US equity mutual funds. Significant deviations from estimated capacity persist for a median of between two and six quarters.

Our main contribution is to show that the dynamics governing deviations from capacity for active equity funds vary across markets.

Are divestitures really just the “flip side” of acquisitions? Both divestiture and acquisition are important processes for firm scope change. Frequently, these processes are considered to be “two sides of the same coin” wherein a divestiture is simply an acquisition performed “in reverse.” In contrast to this perspective, the authors submit that these two corporate strategic processes have fundamental differences in their motivations, implementation, and ramifications. Failure to recognize and address these differences could have serious consequences for firms, especially in the domains of capability development and deployment. In this chapter, the authors begin by recognizing the similarities between divestitures and acquisitions that have contributed to their “mirror image” reputations. The authors then identify and categorize the major differences between divestitures and acquisitions and explain how these distinctions can present significant challenges to firms when building and utilizing their corresponding divestiture and acquisition capabilities. Finally, the authors leverage these insights to develop not only suggestions for future research but also recommendations for firms to avoid succumbing to the fallacy of sameness between divestitures and acquisitions – and perhaps even successfully exploit it – when building, wielding, and honing the tools in their capability portfolios.

Sustainability features in the national and local policies of many countries, but there is often a lack of clarity about what it means in practice. Interpretations of sustainable development (or sustainable cities and places) vary widely between different countries and social, economic, political, and environmental actors and interest groups influenced by underlying values and specific contexts. Considering the already-felt impacts of rapid climate change and ecological breakdown, continuing with business as usual will add more pollution, resource depletion, and lead to economic and societal turmoil under a massive shift or collapse in ecological and climate systems. A significant factor in past and current policy failures is that “weak” rather than “strong” sustainability models have been adopted laced with a voter-enticing rhetoric yet delaying painful (to the current status quo), but essential, changes in production and consumption and a shift in focus away from profit toward human and ecological well-being. This requires clear and ambitious legal, regulatory, and policy frameworks, yet also flexible approaches and “agency” of citizens, employees, employers, and politicians for transformation across different geographical and institutional levels, moving away from competition and greed, making room for experimentation and creativity and old and new forms of collaboration and sharing. Relevant concepts, principles, examples and critiques can be gleaned from the ecological economic, social–ecological transformation, and planning literature, offering direction for the kinds of shifts in placemaking to achieve social and environmental justice and well-being.