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This study investigates the role of source familiarity in moderating the effect of service adaptive behavior (SAB) on customer satisfaction. Applying the accessibility–diagnosticity framework and situated cognition theory as the theoretical basis, this research hypothesizes that when customers are familiar with the source that provides the service (i.e. brand familiarity for Study 1 and personal familiarity for Study 2), customer satisfaction responses to SAB would be more moderate than when customers are not familiar with the source. Two studies were conducted to test the hypotheses.

Two experiments manipulating SAB and the brand name familiarity (Study 1) and personal familiarity with the service staff (Study 2) as the source familiarity were conducted. Customer satisfaction as a function of source familiarity was measured to test the hypothesis that source familiarity moderates the relationship between SAB and customer satisfaction.

Compared to unfamiliar sources, familiar sources generated a more moderate response in customer satisfaction as a function of SAB. High familiarity with the brand and service staff induced top-down, memory-based processing that overrides external stimuli as the basis of satisfaction judgment; bottom-up, stimulus-based processing relying on SAB for judgment kicked in only when the source familiarity is low.

From a practical point of view, this study indicates the importance of SAB, especially for brands with low awareness, and alludes to the comparative importance of relationship building in service delivery processes.

This study contributes to the literature by validating the role of contextual factors in influencing the impact of SAB on customer satisfaction.

Social media have increasingly gained credibility as information sources in emergencies. Retweeting or resharing nature has made Twitter a popular medium of information dissemination. The purpose of this article is to enhance our understanding of both linguistic style and content properties (i.e. both affective and informational contents) that drives resharing behavior or virality of disaster messages on Twitter. We investigate this issue in the context of natural disaster crisis.

In this study, the authors develop, drawing upon language expectancy and uncertainty reduction theories as an enabling framework, hypotheses about how the language (i.e. style and content) influence resharing behavior. They employ a natural language processing of disaster tweets to examine how the language – linguistic style (concrete and interactive language) and linguistic content (information- and affect-focused language) – affects resharing behavior on Twitter during natural disasters. To examine the effects of both linguistic style and content factors on virality, a series of negative binomial regressions were conducted, particularly owing to the highly skewed count data.

Our analysis of tweets from the 2013 Colorado floods shows that resharing disasters tweets increases with the use of concrete language style during acute emergencies. Interactive language is also positively associated with retweet frequency. In addition, neither positive nor negative emotional tweets drive down resharing during acute crises, while information-focused language content has a significantly positive effect on virality.

Agencies for public safety and disaster management or volunteer organizations involved in disseminating crisis and risk information to the public may leverage the impacts of the linguistic style and language content through the lens of our research model. The findings encourage practitioners to focus on the role of linguistic style cues during acute disasters. Specifically, from the uncertainty reduction perspective, using concrete language in the disaster tweets is the expected norm, leading to a higher likelihood of virality. Also, interactively frame disaster tweets are more likely to be diffused to a larger number of people on Twitter.

The language that people use offer important psychological cue to their intentions and motivations. However, the role of language on Twitter has largely been ignored in this crisis communication and few prior studies have examined the relationship between language and virality during acute emergencies. This article explains the complex and multifaceted nature of information resharing behavior using a multi-theoretical approach – including uncertainty reduction and language expectancy theory – to understand effects of language style and content cues on resharing behavior in the context of natural crisis events.

As the capital market in China is still developing, several constraints on a Chinese-listed firm’s financing strategy have a direct impact on its financial flexibility. The purpose of this paper is to reconstruct traditional financial flexibility index (FFI) derived from the western context, provide empirical evidence within eastern context by modified FFI and examine how the managerial efficiency of Chinese-listed firms is demonstrated with modified FFI to escort corporate life cycle hypothesis.

By tailored FFI to fit the contemporary operations of Chinese-listed firms, this study investigates how managerial efficiency varies across different life stages to demonstrate the moderating power in the firm performance of financially flexible firm.

It is found that financially flexible firms in the Chinese stock market generally experience good firm performance, yet the managerial efficiency could gradually be diminishing at their mature stage even firms’ financial flexibility remains consistent with the agency theory. This paper sheds light on the necessity to reexamine the components in financial flexibility based on the eastern context, and provides avenue to further understand the managerial behavior of Chinese listed firms when considering firm life cycles.

Although it is difficult for this current study to offer the precise weights on each factor in calculating financial flexibility, the judgment matrix method is adopted to at least provide reliable estimates in accordance with Chinese business contexts with less than 10 percent errors in contrast to the actual weights.

This modified FFI is particularly suitable for Chinese-listed firms under certain unique financial reporting regulations by adjusting a number of weights and factors. This study may help practitioners understand the managerial conduct of publicly listed firms in China.

The paper constructs a modified FFI with Chinese stock market characteristics embedded, and provides insightful evidence to explain the new pecking order theory by considering the life cycle stage of Chinese-listed companies.