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This study aimed to investigate the impact of benevolent leadership on proactive customer service performance by creating a moderated mediation model. The model focuses on the role of harmonious passion as a mediator in the relationship between benevolent leadership and proactive customer service performance as well as the moderating influence of proactive personality on this mediation.

The model was tested using data from 339 immediate supervisor-subordinate pairs in eight five-star hotels in Egypt. Frontline service employees and their immediate supervisors completed separate questionnaires, and the responses were matched using identification numbers.

The results indicate that harmonious passion fully mediates the positive relationship between benevolent leadership and proactive customer service performance. Additionally, proactive personality was found to moderate the mediated relationship between benevolent leadership and proactive customer service performance through harmonious passion, such that the mediation was stronger for employees with higher proactive personalities.

By testing the moderated mediation model, this study contributes to our theoretical understanding of the motivational mechanism through which benevolent leadership influences proactive customer service performance.

This research offers initial evidence of the mediating role of harmonious passion in the positive relationship between benevolent leadership and proactive customer service performance. The moderated mediation model extends existing findings by incorporating proactive personality as a significant moderator in explaining the impact of benevolent leadership on proactive customer service performance.

The advent of online live streaming platforms (OLSPs) and online health communities (OHCs) has expedited the integration of traditional medical services with Internet new media technology. Since the practice of physicians conducting live streaming is a relatively new phenomenon, the potential cross-platform effects of such physicians’ live streaming have not received adequate attention.

This study collected data from 616 physicians specializing in cardiology, obstetrics and gynecology and neurology between April and November 2022 on Live.Baidu.com and WeDoctor.com. It constructed a panel data set comprising a total of 4,928 observations over an 8-month period and validated the model using empirical analysis with the fixed-effects method.

We find evidence of cross-platform influence in online healthcare. Physicians’ live streaming behavior (whether live or not and the heat of their streams) on OLSPs positively impacts both their consultation and reputation on OHCs. Additionally, physicians’ ability positively moderates the relationships between live streaming heat and their performance (in terms of consultation volume and reputation) on OHCs. However, ability does not moderate the relationship between physicians’ live streaming status (live or not) and their performance (in terms of consultation and reputation) on OHCs. Furthermore, the attractive appearance of the physicians also significantly moderates the impact in a positive way.

This is one of the pioneering studies on physicians’ live streaming. The study offers vital guidance for physicians and patients utilizing dual platforms and holds significant reference value for platform operators (such as OLSPs and OHCs) aiming to optimize platform operations and for the government in policy formulation and industry regulation.

The purpose of this study was to investigate how and when exploitative leadership hinders hospitality employees’ service innovative behavior. Based on the conservation of resource theory, the authors examined the mediating role of relational energy and the moderating impact of sensitivity to interpersonal mistreatment on this relationship.

Two-wave data collection from 54 hotel leaders and 266 subordinates in China resulted in 266 supervisor–subordinate matched data sets. Structural equation modeling analyses were used for data analysis.

Exploitative leadership is negatively related to hospitality employees’ service innovative behavior via diminished employee relational energy. Furthermore, employees with high sensitivity to interpersonal mistreatment experience intensified negative impact of exploitative leadership on relational energy and subsequent service innovation behavior.

Hotel management must recognize and mitigate the effects of exploitative leadership to foster an environment conducive to service innovation. In addition, hotel managers should be attuned to the employees’ relational energy, recognizing its essential role in driving innovative behavior.

This research contributes insights into how exploitative leadership style impedes employee service innovation behavior. It further illuminates the role of relational energy as a critical mediator in this relationship.

This paper explores the engagement of architecture and design-related disciplines within the built environment with social media. The study aims to identify key themes, assess the methodologies used and compare the approaches across different disciplines.

The research employs a semi-systematic literature review coupled with thematic analysis. This approach allows for a comprehensive examination of existing studies, identifying key themes, trends and gaps in the current knowledge base. Through this methodology, the paper synthesises diverse perspectives and insights from a wide range of sources.

Social media data is a valuable tool for understanding architecture and the built environment, but there is a significant divergence in methodologies across disciplines. There is a growing advocacy for mixed-method approaches that would benefit from critical engagement with data that’s underpinned by theoretical frameworks. Such approaches enhance research robustness, support multidisciplinary collaboration and improve the applicability of social media data in design practices.

Despite the proliferation of literature on social media and the built environment, there remains a lack of nuanced understanding regarding thematic variations within individual design disciplines and the specific research methodologies they employ. This paper critically reviews existing research to offer current insights, research gaps and potential future research directions on social media and architecture/design-related disciplines in the built environment.

This study pioneers examining the relationships between psychological factors, cognitive processes and entrepreneurial mindset to enhance an understanding of the underlying mechanisms contributing to successful entrepreneurship.

Amos software applied a quantitative approach to analyze the fit indices for the hypothesized model, while SPSS conducted descriptive and factor analysis. Eventually, the primary survey technique was performed with quantitative research, collecting 413 numerical data through a structured, closed-ended Likert scale questionnaire delivered to the target respondents.

Results have shown that data analysis verifies the positive relationships between psychological factors and the entrepreneurial mindset (hypothesis H1) and cognitive processes and the entrepreneurial mindset (hypothesis H2). These findings contribute to understanding the mechanisms underpinning the entrepreneurial mindset and have implications for entrepreneurship development and support initiatives. The study findings also underscore the importance of understanding the covariance between psychology and cognition in the context of the entrepreneurial mindset – a complex and engaging aspect of the research that is crucial for a comprehensive understanding of entrepreneurship.

It is important to note that the measuring tools used to evaluate these characteristics may have issues with common technique biases, self-report biases or limitations in fully reflecting their complexity. Awareness of these potential challenges is crucial for future research in this area.

This study's findings have significant practical implications for entrepreneurship training, education and policy-making initiatives. Their practicality will equip the reader with the necessary knowledge to succeed in entrepreneurship.

Based on the stressor-detachment theory, this study aims to investigate the effect of daily customer mistreatment on proactive service performance and ego depletion, mediated by psychological detachment inhibition during the evening. Additionally, this study endeavors to investigate the dual moderating role of prosocial motivation.

A time-lagged, diary daily survey involving 74 participants over 8 consecutive workdays was conducted to test the hypotheses.

The findings indicate that the psychological detachment inhibition during the evening of Day t mediates the impact of Day t’s customer mistreatment on Day t + 1’s proactive service performance and ego depletion. Furthermore, although prosocial motivation was found to intensify the impact of customer mistreatment on psychological detachment inhibition, it alleviated the negative association between psychological detachment inhibition and proactive service performance.

When employees experience customer mistreatment, hospitality managers should not only provide emotional reassurance and resolve any related issues promptly but also encourage employees to engage in activities that distract them and help them to relax and recharge, especially for those who exhibit high prosocial motivation. Moreover, hiring employees with high prosocial motivation is recommended for hospitality organizations to enable them to maintain high service performance.

This study focuses on psychological detachment inhibition during the evening linking within-person design and daily spill-over impact, enriching the mechanisms through which the repercussions of daily customer mistreatment extend beyond the immediate workday and affect individuals’ outcomes. This study also expands upon the existing literature by clarifying the dual aspects – both detrimental and beneficial – of prosocial motivation.

Artificial intelligence (AI) powered chatbot technology is increasingly used to handle customer complaints in the service recovery process. Built on the justice theory, this paper aims to explore the optimal way to utilize chatbots in handling customer complaints for service failure recovery and the moderating role of humor.

Two scenario-based between-subjects experimental design studies were conducted to examine the two aspects of justice in service failure recovery: Study 1 focuses on procedural justice manifested as perceived control and Study 2 on interactional justice assessed as social presence. Furthermore, the moderating role of humor is investigated.

The results indicate that both perceived control and social presence can improve chatbots’ effectiveness in handling service failures to regain customer satisfaction and the consequent revisit intention. However, humor shows opposite effects in the two studies: chatbots using humorous language in complaint handling may attenuate the positive effect of perceived control but enhance the positive effect of social presence.

The findings provide practical guidelines to the service industry regarding the optimal service design and technology deployment in customer service, particularly for an effective service failure recovery process.

This research contributes to the service failure recovery literature by investigating how the new service technology of AI-powered chatbots can effectively handle customer complaints for service failure recovery. Furthermore, the research reveals the nuanced effects of humor in different complaint-handling situations.

This study aims to investigate the effect of top management team (TMT) stability on outward foreign direct investment (OFDI) of Chinese firms and the moderating effects of state ownership and managerial ownership on this relationship.

An empirical analysis based on the ordinary least square regression model is conducted using Chinese A-share listed firms that engaged in OFDI from 2008 to 2021.

TMT stability has a positive effect on firms’ OFDI. Moreover, state ownership significantly strengthens the positive relationship between TMT stability and OFDI, while managerial ownership weakens this positive relationship.

The findings help firms to effectively retain TMT talents and promote the smooth internationalization of firms, thereby enhancing their long-term development capabilities and competitive advantages.

This study expands the investigation of the factors influencing OFDI at the micro level of the TMT, providing valuable decision-making insights for firms.

Although the targets of envy have received increasing attention in management research, how envied employees respond to envy remains ambiguous and merits further investigation. Drawing upon regulatory focus theory, this paper aims to reconcile these inconsistent findings by developing and testing a model that elucidates how different types of being envied (i.e. benignly or maliciously) can elicit either favorable or unfavorable motivational and behavioral reactions.

An experience sampling study was conducted on 131 employees across 10 consecutive workdays in China. Focusing on within-person effects, multilevel mediation models using multilevel structural equation modeling were applied.

Results indicated that on days when employees are benignly envied, they engage in more organizational citizenship behavior (OCB) due to increased daily promotion focus. On the contrary, on days when employees are maliciously envied, they participate in more counterproductive work behavior (CWB) due to decreased daily promotion focus.

Organizations and managers should take a more holistic view of workplace envy when considering that envied employees may use OCB to deal with benign envy. Conversely, considering that CWB may emerge from employees who are maliciously envied, it is crucial for managers to be vigilant in discouraging and addressing malicious envy in the workplace.

This paper takes an initial foray into incorporating the concepts of benign envy and malicious envy into the literature on being envied and provides a novel perspective to explain why being envied can lead to both functional and dysfunctional responses.

Fused filament fabrication (FFF) is a widely used 3D printing technique for the fabrication of mechanical metamaterials with intricate geometries. Gradient strategy is applied to geometric parameters of gradient star re-entrant hybrid auxetic (GSRA) structure. Deformation behaviour is studied under compressive loading. The purpose of this study is to investigate the influence of gradient geometric parameters on mechanical properties, namely, specific strength (SS), specific modulus (SM) and specific energy absorption (SEA).

Response surface methodology (RSM) is implemented for the design of experiments of gradient geometric parameters to minimize the number of experimental tests. Acrylonitrile butadiene styrene material is used for the fabrication of GSRA structures by FFF technique. The best set of gradient parameters has been optimized maximizing all three responses using RSM and artificial neural network optimization technique.

During compressive testing, row-wise deformation is observed with two-stage plateau regions, which results in increase in SEA of the structure. Furthermore, based on analysis of variance and 3D response plots, it is found that height gradient is the most influencing gradient geometric parameter on SS and SM, whereas the wall thickness gradient has maximum influence on SEA. Meanwhile, the interaction effect of wall thickness gradient and height gradient has maximum influence on SS, SM and SEA.

This study of applying gradient strategy to geometric parameters is limited to GSRA structure under compressive loading. In addition, findings are valid within the selected range of gradient geometric parameters. These findings are useful for the selection of gradient geometric parameters to maximize SS, SM and SEA of GSRA structure simultaneously. These outcomes pave the way for designing light-weight gradient hybrid auxetic structures in the field of construction, aerospace, automobile and biomedical engineering.

Limited experimental study is available on investigating the influence of gradient geometric parameters on mechanical properties, namely, SS, SM and SEA, and deformation behaviours of hybrid auxetic structures. This study directly addresses the above research gaps.