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Business-society relations have weakened in recent years due to evidence of greenwashing and misleading corporate social responsibility (CSR) practices, resulting in a lack of trust and interest amongst the stakeholders regarding CSR efficiency. Therefore, this paper aims to analyse the major antecedents and customer-related outcomes of perceived CSR authenticity. In addition, the study provides an integrated model of CSR authenticity and empirically validates the model in Indian settings.

A structured questionnaire was developed to collect data from 250 bank customers living in a major city situated in the northern part of India. The analysis was conducted using structural equation modelling.

The findings of the study demonstrate that extrinsic motives, intrinsic motives, CSR impact and corporate reputation significantly influence CSR authenticity, while CSR fit was reported to exhibit no significant influence on CSR authenticity. Additionally, the results of the mediation analysis indicated that CSR authenticity had no direct effect on customer loyalty; rather, this effect was found to be mediated through customer trust.

This study/research adds insight into the concept of CSR authenticity, which is relatively under-researched, especially in the Indian context. Furthermore, the study focuses on less-explored antecedents, including CSR impact and corporate reputation. In addition, the paper also examines the mediating effect of trust between CSR authenticity and consumer loyalty, which has not been explored yet in the context of CSR authenticity. The analysis also delved into the moderating effect of gender and age on CSR authenticity.

This study introduces a novel approach to conducting importance-performance analysis (IPA) and importance-performance competitor analysis (IPCA) by utilizing online reviews as an alternative to traditional survey-based marketing research.

In order to conduct IPA and IPCA utilizing online reviews, the following three steps were executed: (1) Extract key attributes of the product/service with latent Dirichlet allocation (LDA) topic modeling. (2) Measure the importance of each attribute with keyword analysis. (3) Measure the performance of each attribute with KoBERT-based sentiment analysis.

By utilizing LDA, we were able to identify significant attributes identified by real users’ reviews. The approach of evaluating attribute importance using keyword metrics offers the advantage of straightforward computations, reducing computational expenses and facilitating intuitive metric assessments. The evaluation of BERT-based performance involved adapting pre-trained language models to the specific analysis domain, resulting in substantial time savings without compromising accuracy, ultimately bolstering the dependability of the metrics. Lastly, the case study’s findings indicate a growing emphasis on the aesthetic aspects of mobile banking apps in South Korea while highlighting the pressing need for enhancements in critical areas such as stability and security, which are particularly pertinent to the finance industry.

Previous studies have limitations in assessing significance solely based on sentiment scores and review ratings, resulting in an inability to independently measure satisfaction and importance metrics. This research addresses these limitations by introducing a keyword frequency-based importance metric, enhancing the accuracy and suitability of these measurements independently. In the context of performance measurement, this study utilizes pre-trained large language models (LLMs), which provide a cost-effective alternative to previous methods while preserving measurement accuracy. Additionally, this approach demonstrates the potential for industry-wide competitive analysis by enabling comparisons among multiple competitors. Furthermore, the study extends the application of review data-based IPA and IPCA, traditionally used in the tourism sector, to the evaluation of financial mobile applications. This innovation expands the scope of these methodologies, indicating their potential applicability across various industries.

The purpose of this article is to examine the antecedents and consequences of organizational silence and employee silence to determine whether these two concepts should be distinguished rather than used interchangeably in research.

This study conducted a systematic literature review of 79 studies on organizational silence and 113 on employee silence, leading to three major findings.

First, this study shows that organizational silence is a collective phenomenon and employee silence occurs at the individual level; therefore, indicating they should be treated as two distinct concepts. Second, both types of silence are influenced by contextual factors (internal and external) and leadership. Third, organizational silence impacts both individual and organizational outcomes, whereas employee silence mainly affects an individual’s psychological health and performance.

This research clarifies the distinction between organizational silence and employee silence, offering guidance for researchers on how to approach these concepts. It also highlights the critical need to address workplace silence and the potential harm it may cause to both organizational and individual well-being if left unaddressed. Furthermore, this research supports organizational leaders and human resource developers in fostering a healthier work culture, improving performance and driving continuous improvement.

Prior research has proposed a number of scales measuring the customer experience (CX), which tend to conceptualize and operationalize CX differently, raising potential confusion among researchers (e.g. regarding which scale to use). Addressing this issue, this article conducts a systematic review to inventorize key CX scales and assess their theoretical rigor, with a focus on the identification of potential scale-related drawbacks or risks.

Drawing on the Preferred Reporting Items for Systematic reviews and Meta-Analyses (PRISMA) approach, 104 CX scale development studies published between 1996 and 2024 are identified and analyzed in terms of their respective CX conceptualization, dimensionality, itemization, and adopted theoretical perspective to evaluate their theoretical rigor.

The findings reveal the existence of five main risks associated with the adoption of specific CX or related scales, including (1) defining experience with explicit reference to other extant constructs, (2) failure to accurately and comprehensively capture the experience, (3) experience-based tautology and theoretical indeterminacy, (4) experience-based composite constructs, and (5) lacking robustness of experience-based conceptual models. Based on these observations, recommendations are offered for scholars to improve the rigor of their adopted, refined, or proposed CX or related scales.

This article assesses the benefits and potential risks inherent in the adoption of particular CX scales, equipping researchers with a CX roadmap.

This paper aims to present the trajectory of corporate family-friendly policies (FFPs) in South Korea, as it evolved from an emerging economy to a developed country. The adoption of FFPs by South Korean corporations since the 1960s has been shaped by a dynamic interplay of cultural, political, economic, legal, social and organizational forces. The authors use the example of South Korea to propose a three-stage conceptual model for the adoption of FFPs in emerging economies.

Adopting the institution-based view, the authors explore the theoretical framework for implementing FFPs in corporations in emerging economies. This paper uses South Korea as a case study, reviewing its economic and corporate transitions from the early 1960s through 2023. The authors analyze cultural and macro-level forces, including political, economic, legal and social contexts to understand their impact on the adoption of FFPs.

The adoption of FFPs in South Korea encompassed three historical stages – embryonic, stagnant and leaping. The embryonic stage brought the birth of social interest in a worker-friendly environment, alongside rapid economic growth. In the stagnant stage, economic growth plateaued, resulting in stalled discussions of FFPs. In the leaping stage, economic recovery raised employee expectations, societal demands for FFPs to address ultralow fertility rates intensified and corporations adopted FFPs. All three stages are apparent in an emerging economy that is undergoing rapid growth and industrialization.

There has been scant investigation into the historical adoption of FFPs by emerging economies. The findings enrich the international literature by proposing a developmental model of the adoption of FFPs in emerging economies.

In influencer advertising, followers engage in more frequent and timely interactions compared to nonfollowers, making them the primary audience for these advertisements. Building on this premise, this study aims to examine the impact of different influencer types, categorized by follower count, on the advertised brands.

The authors tested the hypotheses in four studies, including one secondary data analysis and three experiments.

Combining real-world data with a series of experiments, the authors show that the followers of mega-influencers (vs micro influencers) have a more positive response to the advertised brands, with more positive brand attitudes, greater purchase intentions and higher engagement. The authors call this the “mega-influencer follower effect.” It is driven by the sense of control. This effect only occurs among the followers and not nonfollowers. Moreover, the mega-influencer follower effect only existed in human influencers, not virtual influencers.

This study takes influencer followers as influencer advertising audiences and investigates the effect of influencer types (based on the number of followers) on the advertised brands; however, future research may investigate how consumers respond to brands in different categories endorsed by influencers.

The authors argue that influencer advertising audiences are more likely to be followers of the influencer. From this perspective, the results suggest that marketers should cooperate with mega-influencers.

Through emphasizing the value of followers rather than nonfollowers as audiences, this study expands the literature on influencer marketing and the explanatory mechanisms regarding which types of influencers are more effective.

Due to increasing socio-ecological concerns, manufacturers are paying ample attention to the strategic decision-making for enhancing customer satisfaction considering Industry 4.0 requirements. Customers' preferences are being considered vital into the decisions related to sustainable supplier selection for building competitive gain. Thus, the objective of this study is to develop a real-case-based empirical approach for evaluating performance of suppliers based on customers' feedback, an area not explored much in literature. The novelty of current study lies in the development of an integrated supplier evaluation and selection model involving three phases: (1) identifying sustainable criteria according to Industry 4.0 requirement through customers' feedback, (2) calculating relative scores of criteria using Z-numbers and (3) determining evaluation weights of suppliers using fuzzy-TOPSIS. The contribution of the study lies in effective validation of the model by considering the case of a manufacturing firm, which aids the firm in evaluating performance of suppliers based on customers' socio-ecological expectations while considering reliable information provided by decision-makers (DMs).

Fear of Missing Out (FOMO) is characterized by anxiety over potentially missed experiences, while Joy of Missing Out (JOMO) embraces contentment in opting out of social engagements. Drawing on cognitive appraisal theory, this study aims to investigate how FOMO and JOMO appeals influence pride, gratitude and purchase intention while considering the impacts of age and social comparison orientation.

Three experiments examined the impact of FOMO (Study 1), JOMO (Study 2), and comparison between FOMO and JOMO (Study 3) on pride, gratitude and purchase intention. Moderated-moderated mediation models were also tested to assess the roles of age and social comparison orientation (SCO).

FOMO appeals tend to boost feelings of pride, while JOMO appeals promote gratitude, both of which result in a higher likelihood of making a purchase. The effect of FOMO appeal on purchase intention via pride is stronger among younger consumers with high SCO. In contrast, the impact of JOMO appeal on purchase intention via gratitude is higher among older consumers with low SCO.

Understanding the nuances of different advertising appeals and their effect on consumer emotions (e.g. pride and gratitude) and purchase intention can inform marketers and advertising agencies in crafting more targeted and effective advertising campaigns that resonate with diverse consumer segments.

This study adds to the consumer emotion literature and generational research by emphasizing the role of emotions and age in shaping consumer responses to advertisements.

The study aims to examine the extent of the corporate social responsibility (CSR) disclosure of Canadian cannabis firms and how they view responsibility. It also explores how cannabis firms build their CSR-based organizational identity through Twitter.

Deductive and inductive content analyses were carried through on tweets for a sample of 18 firms listed on the Canadian marijuana index during the legalization period of the recreational use of cannabis.

The results of this study show that cannabis firms approach responsibility by focusing on consumer and community/local development and by raising awareness and providing product information. The findings also highlight that the firms build their organizational identity mainly around their products’ medical benefits, the scientific efforts behind product development and the continual stigmatization they experience. At the industry level, cannabis firms attempt to build a harmonized identity to neutralize stigma.

This study allowed for a comprehensive understanding on how cannabis firms position themselves within an emergent sin industry and how they create their CSR identity through Twitter. It advances our understanding on the meaning of responsibility about the specific and distinctive features of the cannabis industry. From the methodology side, this study developed two content analysis tools: a coding instrument and a dictionary. These tools could be useful for conducting future studies related to the CSR disclosure of cannabis firms worldwide.

Despite the global shift toward smart building features and technologies, the level of awareness among stakeholders in Nigeria’s construction sector remains unclear, limiting engagement with these innovations. This study examines the awareness of smart building features and technologies, providing insights to address knowledge gaps and improve understanding within the sector.

This study adopted the quantitative research approach, using a questionnaire survey to obtain data from construction stakeholders that were purposively selected in Lagos State and Abuja, Nigeria. The collected data were analyzed using various statistical tools such as frequencies, percentiles, mean item scores, standard deviation and the Mann–Whitney U test.

From the result of the analysis, the study concluded that the most cognizant smart building features and technology were security doors, escalators and lifts, solar panels and energy-saving equipment, fire alarms, heating, ventilation, air and conditioning.

This study provides insights into the awareness of smart building features and technologies among Nigerian construction stakeholders, bridging theory and practice. It informs policy development, enhances professional knowledge and promotes educational initiatives. Its findings support sustainable construction efforts, potentially improving societal attitudes and quality of life.

This study uniquely explores the level of awareness of smart building features and technologies among clients and professionals in Nigeria’s construction sector. Identifying existing knowledge gaps provides critical insights that can guide efforts to enhance understanding and foster deeper engagement with these innovations.