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Within both Western and Eastern traditions of virtue ethics, there is a Doctrine of the Mean, suggesting that errors may lie either in excess or in deficiency. The need to avoid both excess and deficiency in the allocation of finite resources is a concern in many sorts of business decisions, some with ethical implications. One finite resource is the resource of attention, and ethical problems can arise from failures to attend to important things. Both Aristotle and classical Confucianism accept the importance of paying attention to circumstances rather than following fixed rules or blindly maximising value. For organisations to give appropriate attention to different things requires suitable intra-organisational reporting and communication. Then there is still need for awareness that resources are finite, and for activity that is sustainable, highlighting the related idea of harmony, especially salient in the Confucian tradition.

Despite scholarly effort to understand customers’ recovery evaluation, little progress is evident in deciphering how customers develop online failure/recovery perception. This paper aims to address this issue.

Social constructivism was the epistemic choice for this study. This approach is holistic and offers a comprehensive understanding of each side of the phenomena. This provided social scientific descriptions of people and their cultural bases and built on, and articulated what was implicit in interpretations of their views.

Online banking customer groups were identified as: exigent customers, solutionist customers and impulsive customers. Customers’ position in each group determined failure perception, recovery expectation and evaluation, and post-recovery behaviour. Comparisons were observed and discussed in relation to Albania and Kosovo. It was suggested that banks should expand their presence in social media platforms and offer a means to manage online customer communication and spread of online WOM.

For exigent customers, the failure/recovery responsibility is embedded within the provider. This explains their high sensitivity and criteria to define a failure.

Online banking customers’ request of a satisfactory recovery experience included: customer notifications, customer behaviour, customer determination, and the mediator of request. 10;Providers should examine customer failure/recovery experiences in cooperation with other banks which should lead to a higher order understanding of customer withdrawal and disengagement activities.

Post-recovery behaviour is linked to the decline of online banking usage, switching to new providers, and the spread of negative online and off-line word-of-mouth.

This is the first empirical study on online service failure and recovery strategy to provide information on customers’ unique preferences and expectations in the recovery process. Online customers are organised into a threefold customer typology, and explanation for the providers’ role in the online customer failure-recovery perception construct is presented.

This article offers some brief reflections on the relationship between culture and the potential development within the field of Corporate Social Responsibility in Mexico. Thoughts expressed are necessarily subjective and set within the wider context of organisational communication and community relations in Mexico City. The focus is on the significance of open communication, participation and closer relationships with the Other.

Purpose – Reviewing the notion of ‘neo-productivism’ as represented in the literature, this chapter explores multiple forms of neo-productivsm and presents a case study of the dairy industry of New Zealand as a new form ‘cooperative productivism’.

Design/methodology/approach – First, a brief review of the literature on neo-productivist forms is performed in order to develop a framework of neo-productivism as presented in the literature. Second, a case study of Fonterra in New Zealand is undertaken and makes the case that Fonterra represents a new productivist form (that does not fit within the current literature) – that of cooperative productivism.

Findings – Three forms of neo-productivism are described in the literature, namely market productivism, competitive productivism and ‘neo-productivism’. We find that cooperative organisations (in this case Fonterra) can also develop into highly productivist forms when the objectives of members concur with the corporate objectives and are facilitated by a supportive government and weak environmental regulation. The possible implications for European rural development are discussed.

Originality/value – This chapter presents the first framework of the different neo-productivist forms and describes the new concept of cooperative productivism.