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This paper aims to present and test a model of how the autonomy of an organization’s representative alters the effects of customer experiences on customer emotions and repurchasing intentions toward the organization. Specifically, this paper offers a moderated mediation model whereby representative autonomy alters attributions of organizational responsibility, which moderate the effect of service experience on emotion and emotion mediates the effects of service experiences on repurchasing intentions.

Study 1 is a laboratory experiment (N = 115), where participants engaged in a multi-round product purchasing task through an online representative of a company. Study 2 is a vignette experiment (N = 393), where participants responded to situations of purchasing either a car, furniture, haircut or vacation package from a representative of a company. In both studies, manipulated representative autonomy information was either low or high and manipulated customer experience was either positive or negative. Measures included responsibility, emotion toward the organization and repurchase intention.

Structural equation models support the proposed model. In the presence of information about representative autonomy, the link between customer experience and repurchasing intent is amplified and mediated by emotion toward the organization.

Because of the experimental approach, the findings may not be generalizable, but the experimental method allows for a controlled test of the process, ordering and relationship among variables.

Understanding how representatives’ autonomy ultimately alters repurchasing and how this process involves responsibility attributions contributes to both practice and theory.

Role-taking is a basic social process underpinning much of the structural social psychology paradigm – a paradigm built on empirical studies of human interaction. Yet today, our social worlds are occupied by bots, voice assistants, decision aids, and other machinic entities collectively referred to as artificial intelligence (AI). The integration of AI into daily life presents both challenges and opportunities for social psychologists. Through a vignette study, the authors investigate role-taking and gender in human-AI relations.

Participants read a first-person narrative attributed to either a human or AI, with varied gender presentation based on a feminine or masculine first name. Participants then infer the narrator's thoughts and feelings and report on their own emotions, producing indicators of cognitive and affective role-taking. The authors supplement results with qualitative analysis from two open-ended survey questions.

Participants score higher on role-taking measures when the narrator is human versus AI. However, gender dynamics differ between human and AI conditions. When the text is attributed to a human, masculinized narrators elicit stronger role-taking responses than their feminized counterparts, and women participants score higher on role-taking measures than men. This aligns with prior research on gender, status, and role-taking variation. When the text is attributed to an AI, results deviate from established findings and in some cases, reverse.

This first study of human-AI role-taking tests the scope of key theoretical tenets and sets a foundation for addressing group processes in a newly emergent form.

In the first decades of ICT adoption, Whites traditionally had higher levels of Internet access and usage. We examine whether race remains a factor in Internet usage, among a group presumed to be digital natives – middle school students.

A survey was administered to a racially/ethnically diverse sample of students in a mid-Atlantic school district including White, Hispanic, African American, and Asian/Pacific Islander. The survey sought to measure time spent engaged in varying Internet activities and related sociodemographic factors.

The analyses indicate that Whites do not have higher levels of Internet usage, and in many cases racial minority youth are more engaged in Internet activities than Whites. This holds true when accounting for a number of sociodemographic and background factors that are known to affect Internet usage.

This chapter adds to the evidence that within the United States the digital divide has become more about the “other dimensions” such as how the Internet is used, rather than merely access or ownership (e.g., first level digital divide issues) at the middle school level.

This chapter will be beneficial to researchers who study the digital divide and those who seek to understand the myriad uses of computers among youth. It will also be beneficial for those who seek to integrate computer interventions in schools. This study includes one of the most diverse samples of middle school students in the United States. The results suggest that there are multiple dimensions to the digital divide and that patterns of use are changing among middle school youth.

Recently, leasing has been prominent in the press due to the Air Force’s recent ill-fated attempt to obtain the use of Boeing re-fueling tankers. Forgotten is that, in the early 1980’s, a highly controversial Navy long-term leasing program of Maritime Prepositioned Ships had a different result. However, an unintended consequence of the Navy’s success was that future government leases were practically eliminated. This research examines the issues and parties involved in this unprecedented creative and innovative leasing program for ships used by the Navy’s Military Sealift Command. While the analysis concludes that the Navy’s leasing program was successful and cost effective, laws and policies were changed so that long-term leasing is no longer viable for the strategic financing of military requirements. The case is presented here that existing laws and regulations should be reconsidered so that leased military resources can once again be used to provide and maintain national security.

Tourism and servicescape are usually figuring in the literature as mobile and seeing as a template for all guests. However, mass-customized servicescapes tend to restrict moves and acts of some groups of customers. The purpose of this research is to understand why manmade servicescapes may create barriers and how restricted customers behave. The research gap is addressed through the specific case of how visually impaired persons (VIPs) act and move in hospitality servicescapes. The study emphasizes the importance of spatial approach in service research.

By utilizing a qualitative approach the research employed go-along observation, individual and focus group interviews to elaborate more on how this thesis relates to mainstream tourism. The empirical data were collected during three years in Sweden and Kazakhstan. Fifty-six visually impaired and blind travelers were interviewed and/or observed. Research results demonstrate that hospitality servicescapes restrict acts and moves of visually impaired guests. But VIPs resist constraints by developing different tactics to get expected services.

This book comprises the second volume in the recently launched New Horizons in Managerial and Organizational Cognition book series. Volume 1 (Sund, Galavan, & Huff, 2016), addressed the topic of strategic uncertainty. This second volume comprises a collection of contributions that variously report new methodological developments in managerial and organizational cognition, reflect critically on those developments, and consider the challenges that have yet to be confronted in order to further advance this exciting and dynamic interdisciplinary field. Contextualizing within an overarching framework the various contributions selected for inclusion in the present volume, in this opening chapter we reflect more broadly on what we consider the most significant developments that have occurred over recent years and the most significant challenges that lie ahead.