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This study aims to gauge the interactive effect of export intensity and diversity on export performance among exporters in an emerging economy and explore the moderating effect of export intermediaries on the internationalization–export performance relationship.

A survey was undertaken among a convenience sample of small and medium exporters located in Guangdong and Fujian Provinces in South China.

The results show that intensity and diversity interact negatively with export performance, whereas the use of export agents registered a positive effect. Exporters pursuing a strategy of high export intensity will achieve better performance provided that these exports are concentrated in a few countries. Using export agents can help in enhancing the intensity–performance relationship but not that for diversity–performance.

Chinese exporters are advised not to blindly pursue international expansion without regard to their own resources and capabilities. They should try to strike a balance between intensity and diversity and employ external agents when needed.

This research seeks to address the void in the literature on how export intensity and diversity should be balanced to create a positive effect on the performance of exporting ventures in an emerging economy, which is under-addressed in the literature. It is also found that employment of export intermediaries is not always good for export performance.

This study seeks to investigate the impact of marketing leaders in (in terms of marketing education, experience and knowledge/skills) generating firm capabilities (market orientation) necessary to compete in a small emerging economy.

A survey was conducted with top marketing executives in Macau. Questionnaires were disturbed to and completed online by 125 top marketing executives from various industrial sectors in Macau. Structural equation modeling was employed to test the hypotheses.

Results suggest that top marketing executives with marketing-specific education and functional marketing skills allow them to foster an overall market orientation of the firm. Marketing experience as well as other types of skills, however, are found to be unrelated to market orientation. Results also show a positive relationship between market orientation and firm performance.

This study seeks to address the void in the current literature which focus mainly on the mere presence of top marketing executive in generating favorable outcome with insufficient attention given to how this persona can play a key role in firms. While there is empirical evidence in the developed markets, this study aims to explicate the important role of marketing leaders in a small economy which is understudied. By showing that marketing leaders can actualize their benefits through the cultivation of market orientation of firms, this study also strive to address the call for more research in investigating the antecedents of market orientation.

The purpose of this paper is to determine the relative importance of deliberate learning, learning from experience and relevant learning co-variates in pursuing market learning, and to assess the impact of market learning on export performance in smaller firms.

A theoretical model was initially developed and subsequently tested using survey data. The standard two step approach of first testing the measurement model and then estimating the structural model was adopted.

The results provide concrete evidence that among SMEs, deliberate learning has a greater impact on export market learning as compared to experience accumulation, and that market learning has a significant effect on export performance. The results also show that absorptive capacity and commitment to learning are significant co-variates of market learning.

This paper focuses on the role of deliberate learning vis-a-vis learning by experience in achieving foreign market learning and export performance in smaller firms. It addresses a major limitation of organisational learning studies which tend to focus mainly on experiential learning and organisational learning in large organisations.

Because of the nature of their work, frontline service employees are highly exposed to customer incivility (CI) and are required to perform surface acting (SA) in such circumstances. Both CI and SA have detrimental impact to a sustainable workforce. This study aims to investigate the psychological effects of CI and SA on emotional exhaustion (EE), organizational commitment (OC) and work–family conflict (WFC).

Data from 203 respondents who successfully completed the questionnaire is used for the analysis. Structural equation modelling and bootstrapping were performed to investigate the relationship among variables.

The study found that both CI and SA are positively related to EE. EE is negatively related to OC and positively related to WFC. EE was engaged as a mediator between CI and OC, and between CI and WFC. EE also served as a mediator between SA and OC, and between SA and WFC.

The findings advanced our knowledge of the impact of CI and SA on EE, OC and WFC. Based on the findings, theoretical and practical implications are discussed.