Alexandru Radu, Sara Quach, Park Thaichon, Jiraporn Surachartkumtonkun and Scott Weaven
This study aims to examine the effects of likeability of service agents on perceived justice and reconciliation and retaliation as consequences of service failures, taking into…
Abstract
Purpose
This study aims to examine the effects of likeability of service agents on perceived justice and reconciliation and retaliation as consequences of service failures, taking into consideration the conflict resolution styles that is showing empathy and issuing an apology.
Design/methodology/approach
An online survey was administered to 630 residents in the United States. The participants were US residents, had experienced a service failure in the prior six months and had complained either in person or by phone call.
Findings
It was found that likeability had a positive effect on both reconciliation and retaliation. Given the likeability of the service agent, interactional justice mitigated retaliation, whereas distributive justice enhanced reconciliation. Furthermore, when a service agent displays a high level of empathy and apology, the positive effect of likeability on distributive justice is intensified.
Originality/value
This study extends the current knowledge concerning the effects of likeability in service recovery by offering a comprehensive framework and practical implications for managers to restore business relationships following a service failure.
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Alexandru Gabriel Radu, Denni Arli, Jiraporn Surachartkumtonkun, Scott Weaven and Owen Wright
The purpose of this paper is to examine the role of empathy and apology in service recovery, and more specifically, establish how these factors promote positive service outcomes…
Abstract
Purpose
The purpose of this paper is to examine the role of empathy and apology in service recovery, and more specifically, establish how these factors promote positive service outcomes, typified by reconciliation and mitigate negative occurrences, characterised by customer retaliation and avoidance.
Design/methodology/approach
This study used an online panel to collect data from 213 US residents, who were asked to recall a service failure episode they experienced within the past six months, write briefly about it and answer a questionnaire measuring constructs of interest in relation to their previous experience. Structural equation modelling was used to analyse the quantitative data.
Findings
Both service employee empathy and apology were found to have a moderating effect on the relationship between service failure severity and reconciliation, retaliation and avoidance.
Originality/value
The combination of empathy and apology as moderators into a single framework represents a unique contribution of this research. Furthermore, outcome variables of reconciliation, retaliation and avoidance are utlilized to measure relationship outcomes following service failure. This study highlights the need for managers to design hiring and training policies to promote empathy and the use of sincere apologies throughout customer interactions.
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Oana Daniela Lupoae, Alexandru Capatina, Riana Iren Radu, Violeta Maria Isai and George Cristian Schin
This study aims to investigate the correlations between latent variables embedded into three clusters (equine agritourism, therapeutic horse riding and equine sports) and…
Abstract
Purpose
This study aims to investigate the correlations between latent variables embedded into three clusters (equine agritourism, therapeutic horse riding and equine sports) and entrepreneurial intentions of people interested to invest in equestrian sector.
Design/methodology/approach
The authors propose a conceptual framework focused on three latent variables that influence the interest of horse enthusiasts to embrace an entrepreneurial career. Statistical analyses via Pearson’s chi-square tests, analysis of variance (statistical formula used to compare variances across the means (or average) of different groups) and regression analysis have been performed to validate our assumptions.
Findings
Findings reveal a high level of interest of from horse enthusiasts to opt for an entrepreneurial career, as funding opportunities in this sector are growing due to European union and national funding available for this endeavour.
Originality/value
Very limited research studies have been explored the entrepreneurial intentions in equine industry. This study proves that sports and therapeutic activities influence to the greatest extent, the entrepreneurial intention in the equestrian sector.
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Laura-Diana Radu and Daniela Popescul
The Covid-19 pandemic has profoundly affected urban communities, generating the need for an immediate response from local governance. The availability of urban data platforms in…
Abstract
Purpose
The Covid-19 pandemic has profoundly affected urban communities, generating the need for an immediate response from local governance. The availability of urban data platforms in some smart cities helped the relevant actors to develop various solutions in an innovative and highly contextual way. The purpose of this paper is to explore the role of data platforms in smart cities in the context of the Covid-19 crisis.
Design/methodology/approach
A total of 85 studies were identified using the Clarivate Analytics Web of Science electronic library. After applying exclusion and inclusion criteria, 61 publications were considered appropriate and reasonable for the research, being read in-depth. Finally, only 52 studies presented relevant information for the topic and were synthesized following the defined research questions. During the research, the authors included in the paper other interesting references found in selected articles and important information regarding the role of data in the fight against Covid-19 in smart cities available on the Internet and social media, with the intention to capture both academic and practical perspectives.
Findings
The authors' main conclusion suggests that based on their previous expertise in collecting, processing and analyzing data from multiple sources, some smart cities quickly adapted their data platforms for an efficient response against Covid-19. The results highlight the importance of open data, data sharing, innovative thinking, the collaboration between public and private stakeholders, and the participation of citizens, especially in these difficult times.
Practical implications
The city managers and data operators can use the presented case studies and findings to identify relevant data-driven smart solutions in the fight against Covid-19 or another crisis.
Social implications
The performance of smart cities is a social concern since the population of urban communities is continuously growing. By reviewing the adoption of information technologies-based solutions to improve the quality of citizens' life, the paper emphasizes their potential in societies in which information technology is embedded, especially during a major crisis.
Originality/value
This research re-emphasizes the importance of collecting data in smart cities, the role of the diversity of their sources and the necessity of citizens, companies and government synergetic involvement, especially in a pandemic context. The existence of smart solutions to process and extract information and knowledge from large data sets was essential for many actors involved in smart cities, helping them in the decision-making process. Based on previous expertise, some smart cities quickly adapted their data platforms for an efficient response against Covid-19. The paper analyzes also these success cases that can be considered models to be adopted by other municipalities in similar circumstances.
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Laura-Diana Radu and Ana Iolanda Vodă
The recent pandemic of Covid-19 has substantially changed people’s daily lives. They work and interact even more based on information and communication technologies (ICT). The use…
Abstract
The recent pandemic of Covid-19 has substantially changed people’s daily lives. They work and interact even more based on information and communication technologies (ICT). The use of new technologies and the interconnectivity specific to smart cities have intensified in the context of the pandemic. A significant part of the population works from home, participates in concerts and other remote social activities, organizes online parties, communicates virtually with friends and family, etc. These transformations required an extended and more stable infrastructure, significant investments in the development of software applications dedicated to remote activities (streaming, contact tracing, security, online ordering and delivery, telemedicine, etc.), in specific services (data storage and applications, electronic signature services, etc.) and the integration of subsystems used in smart cities. This chapter examines the role of SARS-CoV-2 pandemic in the acceleration of digital transformations in smart cities due to the need and desire to digitize communities and public administrations. It has become a top priority for both private and public companies from smart cities in the context created by the pandemic.
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Alistair Anderson, Anca Maria Clipa, Albrecht Fritzsche, Catalin Ioan Clipa and Daniela Tatiana Agheorghiesei
This research objective was to explore how Romanian IT family businesses' co-founders enable entrepreneuring through familiness practices. The authors explored what familiness…
Abstract
Purpose
This research objective was to explore how Romanian IT family businesses' co-founders enable entrepreneuring through familiness practices. The authors explored what familiness practices emerge and how these are facilitated and supported by the rhetoric framework.
Design/methodology/approach
Drawing on Romanian IT entrepreneurs' practice from five case studies of IT family businesses and purposive revelatory cases, the authors considered the family co-founders' narratives and representations of familiness presented in 31 interviews.
Findings
The respondents' communication in entrepreneuring is a joint collaborative effort of the family co-founders to function well. Family entrepreneurs generate positive perceptions in favour of enterprising families using persuasive communication via rhetoric appeals to familiness ethos, familiness logos and familiness pathos, leading to constructive conflict management. The rhetoric of persuasion supports family entrepreneuring.
Research limitations/implications
The authors conducted multiple case studies, profiling technological co-founders and family entrepreneurs in the challenging circumstances of an emerging economy.
Practical implications
The analysis of the use of rhetoric contributes to a better understanding of familiness practices in the family business. Through appeals to ethos, family business entrepreneurs enforce family values built on shared history, complementarity and moral exemplarity. The appeals to logos in entrepreneuring involve fulfilling complementary roles, alignment and continuous learning and coaching. The appeals to pathos are about emotions and how the family entrepreneurs' discourse enforces constructive handling of emotions.
Social implications
The perceived familiness communicated through appeals to ethos, logos and pathos contributes to legitimating the family firm structures.
Originality/value
Theorising from family entrepreneurs' familiness practices, the authors suggest that entrepreneuring requires good communication of the representation of familiness for co-founders, employees and other stakeholders to also serve constructive conflict handling. The perceived familiness communicated through appeals to ethos, logos and pathos helps family businesses leverage their unique strengths and resources in the entrepreneuring process.
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Raluca Buturoiu, Loredana Vladu, Flavia Durach and Alexandru Dumitrache
The present study aims to unveil the main predictors of perceived media influence (the third-person effect (TPE)) on people's opinions towards COVID-19 vaccination. While the TPE…
Abstract
Purpose
The present study aims to unveil the main predictors of perceived media influence (the third-person effect (TPE)) on people's opinions towards COVID-19 vaccination. While the TPE has been researched before in medical contexts, predictors of TPE on the topic of vaccination against COVID-19 are understudied.
Design/methodology/approach
This study employs a national survey using an online panel (N = 945) representative for the online population of Romania aged 18 or higher; data were collected during 1–9 April 2021.
Findings
Results indicate that people perceive both close and distant others to be more influenced by media information related to COVID-19 vaccination topics. TPE perception is correlated with belief in conspiracy theories about vaccines/vaccination, perceived incidence of fake news about COVID-19 vaccines/vaccination, perceived usefulness of social networking sites and critical thinking.
Originality/value
Results from this study might explain the success rate of some communication strategies employed with the help of the media. Key findings could be used as starting points for understanding the profile of those who underestimate the media's impact on themselves with respect to COVID-19 immunization and for designing more successful media strategies.
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Andreea Mitan, Elena-Mădălina Vătămănescu, Violeta-Mihaela Dincă and Mihai-Alexandru Ghigiu
This article explores the connections between the entrepreneur's global mindset and entrepreneurial motivation in the quest for determining the underlying relationships among…
Abstract
Purpose
This article explores the connections between the entrepreneur's global mindset and entrepreneurial motivation in the quest for determining the underlying relationships among these constructs. The aim of the study resides in the advancement of various entrepreneurial profiles which imply specific configurations of the global mindset and motivational drivers, by also covering their correlations with the business outcomes.
Design/methodology/approach
Data were collected in 2022 from over 100 entrepreneurs operating in the Romanian SMEs sector, using a questionnaire-based survey.
Findings
The results posit that at least three statistically relevant clusters can be observed in the studied population, stemming from the particularities of the entrepreneurs' global mindset. The findings reveal that the levels of development of the entrepreneur's social capital, psychological capital and intellectual capital are linked to different entrepreneurial motivations and impact the company in specific manners.
Practical implications
The research offers useful cues to the entrepreneurs for identifying prospective partners for their local or cross-border operations.
Originality/value
The results foster a new topical framework for discussion on the motivational configurations of entrepreneurs and the global mindset.