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This study examines the role of online customer reviews through text mining and sentiment analysis to improve customer satisfaction across various services within the UK banking sector. Additionally, the study analyses sentiment trends over a five-year period.

Using DistilBERT and Support Vector Machine algorithms, customer sentiments were assessed through an analysis of 20,137 Trustpilot reviews of HSBC, Santander, and Tesco Bank from 2018 to 2023. Data pre-processing steps were implemented to ensure data integrity and minimize noise.

Both positive and negative sentiments provide valuable insights. The results indicate a high prevalence of negative sentiments related to customer service and communication, with HSBC and Santander receiving 90.8% and 89.7% negative feedback, respectively, compared to Tesco Bank’s 66.8%. Key areas for improvement include HSBC’s credit card services and call center efficiency, which experienced increased negative feedback during the COVID-19 pandemic. The findings also demonstrate that DistilBERT excelled in categorizing reviews, while the SVM model, when combined with customer ratings, achieved 96% accuracy in sentiment analysis.

This study focuses on UK bank consumers of HSBC, Santander, and Tesco Bank. A multi-country or cross-cultural study may further enhance our understanding of the approaches and findings.

Online customer reviews become more informative when categorised by service sector. To enhance customer satisfaction, bank managers should pay attention to both positive and negative reviews, and track trends over time.

The uniqueness of this study lies in its exploration of the importance of categorisation in text-mining-based sentiment analysis, its focus on the influence of both positive and negative sentiments, and its emphasis on tracking sentiment trends over time.

In today’s high-demand work environments, characterised by an expectation for individuals to possess resources to manage workloads effectively, workaholism poses a significant threat to employee well-being. This study aims to investigate the impact of work overload and psychological flexibility on compulsive work behaviours and well-being.

This study applies the Job Demands-Resources model and uses structural equation modelling to analyse data collected from 305 adult workers aged 19–65. Psychological flexibility and work overload are examined as antecedents of compulsive work behaviour, with flourishing and life satisfaction as outcomes.

The results indicate that compulsive work behaviour mediates the relationship between work overload and psychological flexibility on well-being outcomes. Psychological flexibility was found to be a crucial resource in reducing workaholic tendencies, leading to improved flourishing and life satisfaction.

The implications for human resources include practical strategies and targeted interventions to help individuals navigate organisational demands, prevent compulsive work behaviours and improve overall well-being.

This study offers new insights into the role of psychological flexibility as a personal resource in reducing compulsive work tendencies and enhancing both hedonic and eudaimonic well-being in high-demand work environments.

The purpose of this study is to examine firms' response to product market threats from foreign competitors, specifically whether they pursue a strategy of dispersion or herding with regards to their product space and executive-incentive plans.

This study applies a two-stage least squares instrumental variable (IV) approach to address endogeneity concerns. The analyses apply to a sample of 9,719 firm-pairs from 21 manufacturing industries over the period from 2006 to 2015.

Firms attempt to distance themselves from their fellow incumbent firms when facing greater foreign competition, specifically with regards to their product descriptions and the incentives they provide to CEOs. This effect becomes stronger when industry peers are more likely to serve as material threats themselves.

These results provide encouraging opportunities for future research about the long-run implications of dispersion in local industries. The survival rate tied to the observed strategies in this study, as well as general changes to industry structure are remaining questions of interest.

The observed responses by incumbent firms in this study offer insights for policymakers on tariff-setting, as tariff adjustments may influence the local product space. Additionally, the related shifts in CEO incentives inform shareholders' contracting decisions.

This study reveals that incumbents’ responses to foreign competition reshape local industry product spaces. Furthermore, this study sheds light on a new link between firms’ product spaces and management incentives.

Examining dominance in influencing leadership perceptions for men and women has received significant scholarly attention. The studies typically show that dominance is beneficial for men in attaining leadership positions but not for women. However, the studies were predominantly conducted more than two decades ago. Given the developments in gender research, this study extends the dominance line of inquiry by probing the impact of dominance need on leader emergence for men versus women in self-managed work teams. Furthermore, this study aims to examine if team dominance needs dispersion posits as a boundary condition for the combined impact of dominance needs and gender on leader emergence.

The authors conducted a longitudinal study that lasted one semester and involved 44 ad hoc self-managed work teams.

This study found that dominance needs facilitated leader emergence regardless of gender, and team dominance needs dispersion. Furthermore, men with high dominance needs were likelier to emerge as leaders than women with high dominance needs in high dominance needs dispersion teams. By contrast, women low in dominance needs received a harsher penalty in their leadership emergence than men low in dominance needs in low dominance needs dispersion teams

These results depart from the usual findings regarding the backlash effects that dominant women face and paint a rosy picture regarding the use of dominance in shaping leader emergence. However, the findings support the notion in gender stereotypes research that women are judged more critically than men in ascending to leadership positions.

This study explores luxury wine hospitality by considering (1) physical activities and (2) activities created by integrating the physical domain with digital technology. In doing so, it aims to identify the different types of wine tourism-related luxury experiences and build a framework for interpreting hybrid luxury experiences in wine hospitality in the digital era.

An explorative mixed-methods approach was adopted to investigate types of luxury wine hospitality using cluster analysis and in-depth interviews with producers of wines with controlled and guaranteed designation of origin in Italy’s Sangiovese area.

This study presents a framework for understanding hybrid digital and physical experiences in wine hospitality by examining the core components of luxury experiences. We identify six types of luxury experiences in wine hospitality that combine a physical experiential component with varying degrees of integration with digital technologies.

Our findings (1) provide wine businesses operating in hospitality within the luxury segment with a useful tool for optimising the integration of digital technology into physical experiences to add value to visitors’ activities and (2) highlight the importance of digital skills for wineries that organise luxury experiences.

This study systematises the integration of digital technologies into physical activities related to wine hospitality. It presents a hybrid physical–digital analytical framework that adopts an experiential outline of the strategic design of wine hospitality businesses.

This study aims to examine whether corporate culture and stakeholder type influence the level of corporate social responsibility disclosure (CSRD) and, if so, the motivations behind this.

An experimental method was adopted in this study to achieve the research objectives by evaluating the perceptions and motivations for CSRD among 120 participants (financial managers and accountants) from 50 financial institutions listed on Boursa Kuwait.

Results indicate that perceptions of CSRD are strongly affected by stakeholder type but not corporate culture. When these two factors are considered jointly, they do not affect the level of CSRD. Regarding motivations, participants from Conventional Financial Institutions seek legitimacy by opting to provide higher levels of CSRD to both shareholders and the general public than those from Islamic Financial Institutions.

This study has implications for three groups: institutions, society and accountants. Each group plays a crucial role in how financial institutions practicing corporate social responsibility (CSR).

Few studies have compared CSR practices between these two types of institutions, with most being descriptive. To the best of the author’s knowledge, this study is the first to use an experimental approach, which controls for all potential factors determining CSRD.

This article provides a narrative review of recent research on entrepreneurship and self-employment among immigrant women in Canada. The aim was to identify the state-of-the-art, current trends and findings in existing literature to suggest future research avenues.

Focusing on the Canadian context, a thorough search was conducted across four academic databases (EBSCO, ProQuest, Web of Science, and Cairn) for both peer-reviewed articles and grey literature. Fourteen papers and one report, published between 2010 and 2024, were selected and analyzed using a narrative approach.

The review identified the primary challenges faced by immigrant women entrepreneurs and self-employed workers in Canada according to recent research. Most of the existing literature comprises qualitative studies utilizing in-depth interviews, primarily focusing on specific ethnic groups. Research aimed at developing coordinated policy for support services constitutes a minority of the studies and are mostly situated in Quebec, highlighting a significant research gap for future investigation.

This paper consolidates the existing theoretical and empirical approaches to female immigrant entrepreneurship research within the Canadian context. The review sets the stage to suggest new avenues for further research, particularly to inform intersectoral planning and action to support immigrant women in entrepreneurial pursuits from an intersectionality standpoint.

This paper aims to explore how nurses stay engaged in their work with the impact of structural empowerment and civility. It delves deeper into how kind, empathetic and respectful behaviours (civility) among colleagues influence the link between structural empowerment and nurses’ engagement.

Data was collected from 580 nurses working in a Public Hospital in the metropolitan area of Lisbon. Self-report questionnaires measuring civility, structural empowerment and engagement were administered. Hayes’ PROCESS macro for mediation analysis in SPSS was used to test the hypothesised model.

Results demonstrated that civility and structural empowerment were positively associated (r = 0.491, p < 0.01) also showing a positive influence on nurses’ engagement (r = 0.492, p < 0.01; r = 0.485, p < 0.01, respectively). Civility was found to partially mediate the association between structural empowerment and engagement (ß = 0.315, 95% CI [0.222, 0.417], 5,000 bootstrap resamples).

Findings from this study may be used for health-care employees and organisations, implying that when nurses perceive themselves as structurally empowered at work within a respectful environment, they experience an enhanced sense of community and involvement in their organization.

To the best of the authors’ knowledge, this is the first attempt in exploring the relationship of combined workplace civility, structural empowerment and engagement in a sample of Portuguese nurses. Future research could substantially increase our understanding of how civility contributes to a positive workplace.

Este artículo explora cómo las enfermeras se mantienen comprometidas (work engagement) en su trabajo con el impacto del empoderamiento estructural y la civilidad. Profundiza en cómo los comportamientos amables, empáticos y respetuosos (civilidad) entre colegas influyen en el vínculo entre el empoderamiento estructural y el work engagement de las enfermeras/os.

Se recogieron datos de 580 enfermeras que trabajaban en un hospital público del área metropolitana de Lisboa. Se administraron cuestionarios de autoinforme que medían la civilidad, el empoderamiento estructural y el work engagement. Se utilizó la macro PROCESS de Hayes para el análisis de mediación en SPSS con el fin de probar el modelo hipotetizado.

Los resultados demostraron que la civilidad y el empoderamiento estructural estaban positivamente asociados (r = 0.491, p < 0.01) mostrando también una influencia positiva en el work engagement de las enfermeras (r = 0.492, p < 0.01; r = 0.485, p < 0.01, respectivamente). Se observó que la civilidad mediaba parcialmente la asociación entre el empoderamiento estructural y el work engagement (β = 0.315, 95% CI [0.222, 0.417], 5,000 resamples bootstrap).

Los resultados de este estudio pueden ser utilizados por los empleados y las organizaciones sanitarias, ya que implican que cuando las enfermeras se perciben a sí mismas como estructuralmente empoderadas en el trabajo dentro de un entorno respetuoso, experimentan un mayor sentido de comunidad e implicación en su organización.

Hasta donde sabemos, este es el primer intento de explorar la relación entre la civilidad en el lugar de trabajo, el empoderamiento estructural y el work engagement en una muestra de enfermeras portuguesas. Futuras investigaciones podrían aumentar sustancialmente nuestra comprensión de cómo el civismo contribuye a un lugar de trabajo positivo.

Este documento explora a forma como os enfermeiras/os se mantêm empenhados e envolvidos (work engagement) no seu trabalho, tendo em conta o impacto do empoderamento estrutural e da civilidade. Aprofunda a forma como os comportamentos de gentileza, empatia e respeito (civilidade) entre colegas influenciam a relação entre o empoderamento estrutural e o work engagement dos enfermeiros.

Foram recolhidos dados de 580 enfermeiros de um Hospital Público da área metropolitana de Lisboa. Foram aplicados questionários de auto-relato para avaliar a civilidade, o empoderamento estrutural e o work engagement. A macro PROCESS de Hayes para análise de mediação no SPSS foi utilizada para testar o modelo hipotético.

Os resultados demonstraram que a civilidade e o empoderamento estrutural estavam positivamente associados (r = 0.491, p < 0.01), mostrando também uma influência positiva no work engagement dos enfermeiros (r = 0.492, p < 0.01; r = 0.485, p < 0.01, respetivamente). Verificou-se que a civilidade medeia, parcialmente, a associação entre a empoderamento estrutural e o work engagement (β = 0.315, 95% CI [0.222, 0.417], 5,000 resamples bootstrap).

Os resultados deste estudo podem ser uteis para os trabalhadores e organizações de cuidados de saúde, implicando que, quando os enfermeiros se consideram estruturalmente capacitados no trabalho num ambiente de respeito, experimentam um maior sentido de comunidade e envolvimento na sua organização.

Até à data, esta é a primeira tentativa de explorar a relação entre civilidade no local de trabalho, empoderamento estrutural e work engagement numa amostra de enfermeiros portugueses. Futuras investigações poderão aumentar substancialmente a nossa compreensão de como a civilidade contribui para um ambiente laboral positivo.