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This study aims to investigate whether frontline retail banking employees’ proactive personality helps in ameliorating customer engagement. This study further aims to investigate the mediational role of work engagement and service recovery performance in the employee proactivity – customer engagement relationship.

This study used a triadic approach for the collection of primary data. Each triad consisted of a customer, a frontline employee and an immediate colleague of the frontline employee. Structured questionnaires were used to solicit data from the respondents. Specifically, customers were asked to report their level of engagement with the bank and the recovery performance of the employee who redressed their grievances. Frontline employees responded to their level of work engagement while their colleagues reported about the proactive disposition of frontline employees at the workplace.

Empirical findings revealed under service scenario, Indian retail banking employees’ proactive disposition nurtures customer engagement. It was further observed that this relationship is sequentially mediated by work engagement and service recovery performance.

The role of frontline employees in enriching customer engagement has to date remained under-researched among marketing scholars. To the best of the authors’ knowledge, this study is the maiden attempt to relate frontline employee proactivity with customer engagement. Also, this study is one of the early research to investigate customer engagement under a service recovery context, thereby, opening pathways for further exploration.

This study explores the driver influence of employee proactive personality on service recovery performance with work engagement as mediator. The moderating role of job resources (social support, supervisory coaching and performance feedback) is also examined in the proactivity-performance linkage to analyze the interaction effect of employee proactivity and job resources on recovery performance.

Primary data pertaining to the constructs under investigation were collected using a structured questionnaire from 432 dyads of employees from four companies operating in the Indian retail banking sector. Each dyad comprised of one frontline employee and her peer (colleague). Responses to work engagement and job resources were self-reported by frontline staff, as peer ratings were solicited for frontline employees' proactivity and recovery performance.

Empirical findings suggest that frontline employees' proactive personality significantly ameliorates their work engagement which in turn exerts a positive driver effect on their service recovery performance. In the case of less proactive employees (those with a proactivity score of less than mean value), service recovery performance is boosted when they receive constant feedback on their recovery performance. The results, however, did not provide significant evidence with regard to the moderating role of social support and supervisory coaching.

This study is one of the maiden attempts to relate employee proactive personality with service recovery performance. Since the research relating personality with recovery performance is largely underexplored yet fundamentally important, this study expands the available literature by examining as to what type of employee is more likely to deliver superior service recovery performance with little organizational support.

This study aims to explore whether customers’ perceived congruity between their self-concept and the brand personality of the Islamic banking system determines their intention to adopt Islamic banking services.

The authors use primary data collected through a structured questionnaire from 375 Malaysian bank customers. The scales were tested for psychometric soundness before the final data analysis. The authors examined the hypothesized linkages in the AMOS software package through structural equation modeling.

Customers’ actual self, ideal self and social self-congruity significantly predict their intention to adopt Islamic banking. However, the impact of actual self-congruity on Islamic banking adoption is stronger for publicly self-conscious customers. In contrast, public self-consciousness dampens the effect of ideal and social self-congruity on Islamic banking adoption.

Digressing from the conventional utilitarian position, this study offers a novel contribution to the Islamic banking literature by presenting an identity perspective of the determinants of Islamic banking adoption. The primary highlight of this study is the deployment of the congruity theory to emphasize the role of the customer’s self-concept in explaining her intention to adopt Islamic banking services.

Kaplan and Norton (1996b) claimed that there exists a sequential dependency between the four balanced scorecard perspectives (learning and growth, internal business processes, customer, and financial). Although theoretically supported by various researchers, the said claim has, somehow, attracted limited empirical attention. Therefore, the purpose of this paper is to investigate whether empirical evidence will support the theoretically grounded interrelations between the four balanced scorecard perspectives.

For this study, a total of 13 key performance indicators were identified and then clustered into the four perspectives of balanced scorecard, followed by the development of causal linkages. Data related to these indicators were collected from 1,001 employees and 985 customers of two Indian retail banks and then tested for hypothesized relationships using structural equation modeling. All the constructs were measured using scales developed in previous research works.

The results indicate that employee learning and growth positively influence the internal business processes which in turn influence the customer perspective. Finally, the customer perspective has a significant positive influence on the financial performance. Further, it was also revealed that internal business processes mediate the relationship between employee learning and growth and customer perspective. Also, the relationship between internal business processes and financial performance is significantly mediated by customer perspective.

Majority of the previous research on causal linkages of balanced scorecard has been theoretical in nature. Whatever little empirical research is available in this regard is limited to developed nations. In a developing nation like India, these linkages have seldom been examined in the past. The study has been conducted to plug this gap in the literature and, resultantly, provide further insights into the interrelations of the balanced scorecard perspectives.

This study aims towards developing a conceptual framework by systematically reviewing the available literature with reference to job crafting under the lens of an emerging economy from South Asia, i.e. India, which is the largest country and the largest economy in the South Asian region.

The study employs a hybrid methodology of a systematic literature review (SLR) and bibliometric analysis using VOSviewer and Biblioshiny. Bibliometric analysis provides glimpses into the current state of knowledge like-trend of publication, influential authors, collaboration with foreign authors, the major themes and studied topics on job crafting in India etc. Further, a detailed SLR of the selected articles led to the development of the conceptual framework consisting of the enablers and outcomes of job crafting.

It discusses implications for academia, business and society at large, and also provides valuable insights to policymakers and practitioners paving the way for better adoption, customization and implementation of job crafting initiatives.

Owing to its own unique social, cultural, and economic characteristics, the dynamics of job crafting in India may vary from other countries and regions which can also be reflective of how job crafting operates in South Asia in general. As job crafting was conceptualized and later evolved mostly in the western context, our study assumes greater significance as it is the first study which attempts to systematically review the job crafting literature to understand how job crafting manifests in the Indian context and presents a conceptual framework for the same.

This paper aims to challenge the notion that “having-less” – limiting consumption of scarce resources to a select few – represents a social responsibility route toward guilt reduction. It rather argues that “saving-more” – the purposeful pursuit of conscious and collaborative consumption – captures consumers’ true representations of responsible luxury which in turn reduces anticipated guilt.

Six experiments using different operationalizations of saving-more (vs. having-less) and a mix of fictitious and real luxury brands were conducted on real luxury buyers.

The findings demonstrate that saving-more (vs. having-less) leads to a stronger purchase intention; an effect explained by a higher responsible luxury perception and lower anticipated guilt associated with saving-more (vs. having-less). Furthermore, the ability of saving-more (vs. having-less) in building responsible luxury perception and reducing anticipated guilt is stronger (vs. weaker) when luxury is distributed based on deservingness (vs. entitlement).

This research proposes a novel distinction between two responsible luxury approaches: promoting limited consumption for business goals, that is, having-less and promoting conscious consumption for societal goals, that is, saving-more.

Brand managers can enhance responsible luxury perception and reduce consumer guilt through corporate communication, product communication and collaborative product accessibility modes. Managers must also convince consumers that their access to luxury is based on real achievements.

This study empirically invalidates the notion that merely invoking scarcity and rarity tactics is an expression of social responsibility. It integrates social responsibility and fairness accounts of guilt into a coherent theory of guilt over luxury consumption.

This study aims to examine the influence of regulatory framework (RF), market dynamism (MDY), competitive intensity (CIN) and environmental public concern (EPC) on responsible innovation (RI) in the manufacturing SMEs of a developing country. Furthermore, the study examines the influence of RI on sustainable competitive advantage (SCA). Moreover, big data adoption (BDA) is used as a moderator between RI and SCA.

The study’s hypotheses are evaluated using the structural equation modeling methodology. The study collected data from a sample of 487 owners/managers of manufacturing SMEs using simple random sampling technique.

The results explain that RF, MDY, CIN and EPC significantly determine RI. Moreover, RI significantly determines SCA. Besides, BDA significantly moderates between RI and SCA.

For manufacturing SMEs to obtain SCA, RI is essential, and BDA is crucial to meet changing consumer demands for environmentally friendly products. With more environment-friendly initiatives, the natural environment will become more sustainable. Moreover, this research offers a comprehensive perspective to the public regarding the extent to which manufacturing enterprises are adopting RI and BDA.

The majority of earlier research on RI and BDA has been carried out in the context of large businesses. Institutional theory was used to look into the drivers of RI. Furthermore, BDA is used as moderating variable between RI and SCA.

This study aims to examine the influence of organizational flexibility (OF) and shared vision (SV) on sustainable competitive advantage (SCA) with the mediation role of responsible innovation (RI) in the manufacturing industry of a developing country. Furthermore, big data analytics capability (BDAC) serves as a moderator between RI and SCA.

The study's hypotheses are investigated using the structural equation modeling (SEM) method. Through simple random sampling, information was gathered from 247 owners/managers of manufacturing SMEs.

The results elucidate that OF and SV significantly determine RI and SCA. Moreover, RI significantly mediates between SV, OF and SCA. Besides, RI significantly determines SCA. BDAC significantly leads to SCA. Finally, BDAC significantly moderates between RI and SCA.

RI is crucial for manufacturing small and medium-sized enterprises (SMEs) to gain SCA and BDAC is important to address the changing demands of consumers for environment-friendly products. This study gives the public an overview of the different degrees to which SMEs are embracing RI and BDAC; with more environment-friendly initiatives, the natural environment will become more sustainable. Environmental sustainability will benefit each individual living in society.

This study adds value to the existing literature by focusing on predictors that affect SCA. Using dynamic capability theory, this initial study examines the influence of SV and OF on SCA and RI as mediators. Furthermore, BDAC is used as a moderating variable between RI and SCA. Managers, students and researchers can benefit from this study.