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The purpose of this paper is to explore the effects of human interaction versus interactions with technology in overall customer satisfaction with banking services, specifically, tellers versus Automated Teller Machines (ATMs) vs online transactions. All types of interactions are important in services, yet their level of importance is changing as the environment change.

Two studies were conducted through surveys with students who had a bank checking account; six item measures were used to examine human interaction, interaction with an ATM, interaction with an online banking service and overall satisfaction with the specific bank. Multiple regression analyses were conducted to determine the effects of the interactions on overall satisfaction.

The findings from the two studies show that while the human encounter was more important before online banking became so prevalent, the convenience of online banking has displaced the importance of human interaction. However, there were gender differences in that males, more than females, remain influenced by teller transactions.

The study utilizes student samples, which could be biased. However, students are also users of banking services so they represent a traditional target market for financial service firms.

The results are informative for managers when planning and implementing new online services in the financial industry.

This paper draws together research on interpersonal interactions and technological interactions to examine the effects on overall satisfaction. Given the proliferation of technological advances, understanding how these technologies impact customer satisfaction is vital.

The USA is facing an obesity crisis so large that for the first time in history, this generation of children may have a life span that does not exceed that of its parents. Simultaneously, the gaming industry has introduced a form of video gaming (e.g. Nintendo Wii) that requires the participant to be physically involved in the game. For example, a live player will have a tennis racquet that he/she swings to compete with a virtual opponent on screen. This form of entertainment has been termed “exergaming.” People are buying these games for the purpose of entertainment. However, this paper aims to propose that there are possible unanticipated physical benefits of this new gaming technology.

A survey method is used to examine attitudes about exercise, video gaming and exergaming.

Results indicate a positive attitude toward exergaming, particularly with the more self‐identified sedentary respondents.

This topic would benefit from a longitudinal study examining the adoption rate of this technology by previously inactive individuals and how its use translates into increased physical activity both with the video game system and other outside fitness activities.

The findings support exergaming as one way to get children to exercise.

The exercise potential of new gaming technology, i.e. “exergaming” is researched.

Despite a surge of writing on sport in the islands of the Pacific, contemporary scholarship has remained tightly focused on those sports (men) most visible on the global stage today. Other games and sports, other players and other times have yet to receive the same attention. This chapter represents an initial effort to redress some of these omissions by exploring the past and present of cricket in the region. While cricket was the first successful ludic import to the Pacific, the game owes its significance there to more than mere longevity. Introduced by British ‘agents of empire’ in the long 19th century, cricket was – in the hands of Islanders – transformed into distinctive local forms such as Trobriand cricket and Samoan kirikiti. Explaining and theorising these changes to the game's method and meaning, I argue, provides a framework for understanding other indigenous and indigenised sporting practices in the region and beyond. A focus on cricket also enables us to interrogate sport's significance in the daily lives of not only elite male athletes but also a more diverse cast of Islanders – most notably women and girls. In these and other ways, the example of cricket demonstrates the value of looking back to historicise sport's significance and beyond the ‘usual sporting suspects’. By looking back and beyond, we can move towards a broader and deeper perspective of sporting cultures in the region.

Customer sweethearting is a common illicit behavior of frontline employees in service firms. This paper aims to examine the impact of supportive–disloyal leadership behavior on customer sweethearting at different levels of leader–member exchange (LMX) quality.

Drawing on imitation theory and need-to-belong theory, the paper builds a conceptual model and empirically tests it using data from a survey-based study and a complementary experiment.

The authors find that employees’ customer sweethearting is affected by their supervisors’ supportive–disloyal behavior (employee sweethearting) through two divergent paths: employees imitate the sweethearting behavior of their supervisors; and employee sweethearting triggers employees’ feelings of belongingness to their organization, which reduces their customer sweethearting behavior.

The findings suggest that service firms can mitigate customer sweethearting by raising awareness that supervisors act as negative role models to subordinates and fostering high-quality LMX relationships, which give employees a sense of belonging to the supervisor and the organization.

By taking supervisors’ supportive–disloyal leadership behavior as an ambivalent driver of customer sweethearting into account, this paper provides further insight into the occurrence of customer sweethearting, particularly its underlying contrasting psychological mechanisms.

Sane and civilised people, capable of thinking clearly, now recognise that if the peace of the world is to be secured, and that if another and even greater cataclysm is to be prevented, the Huns and their accomplices must be crushed, and crushed so completely that their recovery of the power to do evil shall be rendered utterly impossible. The persons who are “Pro‐German” for reasons at present best known to themselves, and the peace‐at‐any‐price cranks, may be left out of consideration except in so far as the advisability of placing the former under lock and key and the latter in lunatic asylums demands attention. A premature and inconclusive peace which would make it possible for our abominable enemies to rise again and threaten civilised mankind is unthinkable, and the Allied Powers must of necessity carry on the war until the Thugs of Europe have bitten the dust and have been compelled to sue for peace without terms or conditions. When the “Central Powers” have been forced to their knees, and the Allied armies of occupation have made them taste the bitterness and humiliation of invasion, the surviving criminals will be placed at the bar to receive the sentence of their judges, while the populations who have approved and applauded their hideous acts must also have adequate punishment meted out to them. What form is that punishment to take? The long and ghastly account has got to be read out and settled—so far as it can be settled in this world. What is to be the settlement?

OUR next number will contain our impressions and those of others of the Blackpool conference. Any anticipations made now will be obsolete by the middle of June. All that need be said here is that we hope no drastic change will have been suggested in the examination syllabus; all other matters are, in our view, legitimate matters for debate in general meetings, but where the syllabus is concerned only Fellows have the necessary qualifications to vote upon it. This we have expressed sufficiently perhaps in the past; there is, however, no harm in repeating it.

Increasingly complex societal challenges call for new, innovative solutions that social hybrid business models can provide. Social supermarkets (SSMs) are one example offering access to affordable food to people living in poverty while reducing food waste of nearby retailers. Finding the “right” location is an essential part of this retail marketing strategy. However, limited research has attempted to investigate the specific conditions of locational planning for hybrid and nonprofit retail organizations. This paper illustrates the case of Austria where SSMs are well established.

A GIS-based white space analysis was carried out to identify potential neighborhoods or rural areas for new social supermarkets with sufficient nearby demand, supply and no existing SSMs. The empirical parameters for this spatial analysis can be transferred to European countries with similar ecosystems. The authors collected a unique data set of 79 (2014) and 88 SSMs (2019) and 4,665 (2014) and 4,211 (2019) food retailers as (potential) suppliers to SSMs. To determine demand, the authors relied on small-scale integrated wage and income tax data and unemployment rates (2011) from Statistics Austria.

Overall, Austria has very good spatial access to grocery stores, including to SSMs. SSM access increased especially in the capital of Vienna between 2014 and 2019. The GIS-based white space analysis identified several other regions where residents have a high demand for affordable food with sufficient potential suppliers of surplus food but no SSM yet. Neighborhood-level findings are released as part of a publicly accessible spatial decision support system.

The methodology allowed a specific definition of the key areas of relevance by matching the demand for SSMs, calculated as the number of people with low incomes in the respective regions in Austria, with the supply of SSMs, calculated as the amount of potential food loss prevention by nearby retail stores. These parameters have proven to help in identifying the white spaces and therefore can be used in Austria and other European countries with similar ecosystems.

Democratic candidate Barack Obama campaigned for the office of President of the United States on a message of hope and change. Included in this message was an avowed commitment to fighting for equality and social justice. This chapter evaluates the Obama administration's record on social justice issues from a black feminist perspective. I find that although the administration has made some notable achievements, the universalist paradigm from which it operates may cause policymakers to overlook multiply oppressed groups. It might likewise blind them to the processes that generate and maintain social inequality. I argue that the results could hinder Obama from succeeding with much of his social justice agenda. I conclude by discussing how examining inequality through a black feminist prism would enable the Obama administration to speed up its program and develop and implement more effective policies. Finally, I also recommend a social justice project that might help the president create a legacy that will promote his goals long after he leaves office.

Research in tourism and hospitality industry marketing has identified many highly effective applications of social media. However, studies in the existing literature do not enable a comprehensive understanding of this phenomenon because they lack a theoretical foundation. Therefore, this study systematically reviewed the literature from the perspective of the task-technology fit (TTF) theory. The purpose of this paper is to map out what is known about social media use in tourism and hospitality marketing and what areas need further exploration.

A descriptive cumulative review of the literature obtained 99 articles published in tourism and hospitality journals from 2010 to 2019.

The analysis suggests that to understand social media use in tourism marketing, researchers and practitioners in the industry must clarify the following four issues: the control variables, longitudinal analyzes and TTF concepts that should be used in future studies; the fitness of social media platforms for tourism marketing; how various social media platforms differ in terms of performance outcome; and the digital divide in the use of social media for tourism.

An integrated framework was developed to identify constructs and to understand their relationships. Recent studies in this domain are discussed; theoretical and practical suggestions and implications for future research are given.