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From a firm-centric perspective, this study aims to elaborate on the types of servitisation strategies that can support a firm’s circular ambitions by asking: What is the role of servitisation in narrowing, slowing and/or closing resource loops? And, how are resources and capabilities arranged to provide such strategic circular service offerings?

Drawing on the experiences of an international manufacturing company from a dynamic capabilities perspective, the study offers an analytical framework that goes inside the firm’s operationalisation of its service offerings to support circularity in terms of the strategic decisions made. This framework is later used to frame the findings.

The study highlights the case-specific feedback loops and capabilities needed to support circular transitions. Various resource and innovation strategies for circularity are combined along customer interfaces and in partnership with upstream actors. Yet, open innovation strategies are conditioned by physical distance to provide circular services in remote areas.

The main contributions are empirical, analytical, conceptual and practical. The servitisation framework for circularity connects prior servitisation-circularity research and provides an analytical tool for framing future studies. The study also expands the definition of open innovation in that closed innovations for circularity can be achieved through “open” information exchange in knowledge networks, as well as provides advice for similar large manufacturing companies.

This study focuses on the strategic choices made by industrial firms for circular service provision and emphasises the environmental benefits from such choices, in addition to the economic and customer benefits covered in extant servitisation research.

Prior research finds that firms disclosing a focus on corporate social responsibility (CSR) experience less negative reactions following a corporate misstep. We predict that this “insurance effect” is limited to cases of ordinary failures (i.e., failures not directly related to the social or environmental impacts of the firm) and may provide no protection when a failure is directly related to CSR. Further, we hypothesize a potential “backfire effect,” where investors react more negatively to a CSR-focused firm in the case of a CSR-related failure than to a traditional firm experiencing the same failure. In-keeping with attribution theory and expectancy violations theory, our results support the predicted limitation of the insurance effect. In addition, we find that the limited insurance effect is mediated by reputational assessments. Although directionally consistent, the proposed backfire effect is not statistically significant. Overall, our results suggest that CSR is not a panacea for dampening the penalties associated with business missteps, and managers seeking to benefit from CSR engagement should be diligent in monitoring their firms' future CSR performance.

This study aims to investigate the impact of technological turbulence on entrepreneurial orientation (EO) in Chinese e-commerce enterprises. It also examines the mediating roles of business ties and political ties, and the moderating effect of transaction uncertainty on these relationships.

A sample of 173 Chinese e-commerce enterprises was analyzed using survey data. Structural equation modeling was employed to test the proposed hypotheses, including the direct effects of technological turbulence on EO, the mediating roles of business and political ties, and the moderating effect of transaction uncertainty.

The results indicate a positive correlation between technological turbulence and EO. Business ties mediate the relationship between technological turbulence and EO, while political ties do not. Transaction uncertainty negatively moderates the relationship between business ties and EO but does not significantly affect the relationship between political ties and EO. Additionally, EO positively impacts market performance.

This study extends the understanding of how external environmental factors, such as technological turbulence, influence EO in the context of Chinese e-commerce. It highlights the differential roles of business and political ties and provides insights into the moderating effects of transaction uncertainty. The findings offer practical implications for e-commerce firms seeking to enhance their entrepreneurial capabilities in turbulent environments.

Researchers have examined the influence of the factors on reducing return rates in retailing over the years. However, the returns experience is often an overlooked way to drive customer engagement and repeat sales in the now ubiquitous omnichannel setting. The focus on returns prevention in existing research overshadows management’s need to understand better the comprehensive mechanics linking the customer in-store return experience with their repurchase actions. Recognizing the need to bridge different stages of the returns management process, this research aims to explore the facilitators and barriers of in-store return activities.

Analysis of customer corporate data from 5,339 returns at the retail level provides insights from the customer return experience. Expanding our theoretical understanding, a deductive research approach then examines how those factors impact customer repurchase intentions both online and at brick-and-mortar stores. Stage two of the study employs a scenario-based role-playing experiment with consumer respondents to test hypotheses derived from signaling theory and justice theory.

Results find that returns policy and loyalty program capabilities are essential in creating a positive customer in-store experience. Moreover, a return experience enhanced by frontline employee service can retain existing shoppers and drive additional store traffic, further stimulating retailer sales.

These findings refine our understanding of returns management in evolving omnichannel retailing and offer practical insights for retailers to manage customer relationships through in-store returns.

This study aims to deepen our understanding of how chatbots’ empathy influences humans–AI relationship in frontline service encounters. The authors investigate the underlying mechanisms, including perceived anthropomorphism, perceived intelligence and psychological empowerment, while also considering variations between different stages of the customer journey (before and after purchase).

Data collection was conducted through an online survey distributed among 301 customers who had experience using AI-based service chatbot in frontline service encounters in China. The hypotheses were examined through structural equation modeling and multi-group analysis.

The findings of this study revealed the positive impacts of emotional and cognitive empathy on humans–AI relationship through perceived anthropomorphism, perceived intelligence and psychological empowerment. Furthermore, this study verified the moderating effect of the customer journey stages, such that the impacts of anthropomorphism and intelligence on humans–AI relationship displayed more strength during the pre- and post-purchase phases, respectively.

This research offers practical implications for companies: recognize and enhance empathy dimensions in AI-based service chatbot to empower human–AI relationships; boost customer empowerment in human–AI interactions; and tailor anthropomorphic features in the pre-purchase stage and improve problem-solving capability in the post-purchase stage to enrich user experiences.

This study extends relationship marketing theory and human–AI interaction frameworks by investigating the underlying mechanisms of the effect of two-dimensional empathy on human–AI relationship. This study also enriches service design theories by revealing the moderating effect of customer journey stages.

This study explores the impact of the residents' voice and social media brand engagement on coopetition in tourism destinations with the mediating role of knowledge sharing. The study's statistical population includes tourists who visited Iran. The sample was 243 tourists who visited Iranian tourist different villages in the spring of 2023. This empirical study adopted a descriptive correlational method and used PLS3 for data analysis. The effects of residents' voices, knowledge sharing, and engagement with social media improve cooperation between tourism destinations, help create platforms for creativity and innovation in this industry, and ensure the promotion of sustainability and attractiveness of tourism. Therefore, the mutual analysis of the effects of different factors in rural tourism in Iran is valuable in providing a new method to improve the tourism experience in this field.

This study aims to investigate the influence of network power on exploratory and exploitative innovation and examines the moderating effects of power distance and procedural justice on these untested relationships.

This study uses survey data collected from firms in China and explores the influential mechanisms of network power, power distance and procedural justice in firm innovation.

This study empirically shows that network power has an inverted U-shaped effect on exploratory and exploitative innovation. Power distance weakens the effect of network power on exploratory and exploitative innovation, and procedural justice enhances the effect of network power on exploratory and exploitative innovation.

This study extends resource dependence theory and contributes to the literature on innovation management. Future studies should use different collection channels or research methods to provide more evidence for model promotion. In addition, the dynamic power game among network members and the roles of other mediators or moderators warrant further consideration.

Managers should exercise power strategies properly and ensure that their innovation income exceeds expenditures. Managers need to pay serious attention to power distance and procedural justice in the network and formulate suitable cooperation strategies based on actual conditions.

This study applies the resource dependence theory to investigate the influence of network power on exploratory and exploitative innovation. In addition, the moderating roles of power distance and procedural justice in the above relationships, which have rarely been discussed in previous studies, were tested.

This study intends to (1) systematically review methodological, theoretical and empirical aspects of dynamic capabilities (DCs) research in international marketing; (2) identify problematic areas and gaps in the reviewed literature and (c) provide directions to address problematic aspects and fill the gaps in future research.

The study applies a systematic literature review methodology and covers 97 articles published between 2001 and 2022 in peer-reviewed journals ranked 2, 3, 4 and 4* in the Academic Journal Guide 2021.

The content analysis shows that (1) methodologically, the literature is dominated by single-country studies conducted mostly in Asia and Europe on a cross-section of industries, mostly adopting survey-based approaches with a cross-sectional time emphasis; (2) theoretically, dynamic capabilities view is mainly accompanied by resource-based view, followed by institutional-, organizational learning- and internationalization theories; and (3) according to the nomological network, DCs are predicted by firm-characteristics, factors related to networks/relationship/partnerships and managerial characteristics, while they act as predictors of performance-related, strategy-related and operational change and renewal-specific outcomes. Several problematic aspects and gaps for each part of the review are diagnosed.

The authors provide a comprehensive assessment of current knowledge on methodological, theoretical and empirical aspects of the relevant literature, map a nomological network of variables surrounding DCs in international marketing research and offer future research directions capitalizing on the problems and gaps identified in the review.

This research explores the paradigm of coopetition and the different theories that contribute to its evolution. The variation of cooperation and competition in a relationship depends on the resource flows identified in the literature. However, this research focusses on coopetition behaviours in the business world. Coopetition, simultaneous collaboration, and competition between firms, has emerged as a pivotal factor influencing organisational success in today's dynamic business environment. Based on game theory, the different types of competitive relationships between adversaries will also be presented in this chapter, where the interdependencies between the players and their choices to co-operate or compete are explored. Another perspective presented is how companies use game theory to achieve gains in both zero-sum and non-zero-sum games by changing the players, the perceptions of risk, the associated returns, and the rules and scope of the game. This chapter also will show the prisoner's dilemma applied to business practices. Finally, we present the ‘tit-for-tat’ theory of strategy. The conclusion underscores the need for organisations to navigate a delicate balance between collaboration and competition to thrive in a complex and interconnected tourism global marketplace.

The research investigated relations between factors used to evaluate the quality of buyer-supplier relationships (BSRs): perceived performance of the supplier, satisfaction with supplier, and trust in the supplier; and to develop an instrument to evaluate BSRs (a BSRs evaluation scale).

We applied the psychometric testing of the BSRs measurement using exploratory factor analysis and confirmatory factor analysis. We applied structural equation modeling (SEM) to understand the interrelations of factors underlying BSRs.

The BSRs evaluation scale consists of three factors: perceived performance of the supplier, satisfaction with the supplier, and trust in the supplier. The results provide empirical evidence of the validity, reliability, and generalizability of the presented measurement.

The study developed a novel measurement instrument that integrates BSRs’ multidimensional constructs. It explains and confirms the significant roles of satisfaction with the supplier, trust in the supplier, and perceived performance of the supplier in shaping the BSRs’ quality. Furthermore, we provide evidence that in BSRs goodwill- and competence-based trust integrate into a single factor.