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The management of unprofitable customer relationships and particularly their abandonment is a topic that has received increasing interest among practitioners and researchers over recent years. Within this manuscript, the authors aim to analyze the impact of unprofitable customer abandonment on the abandoning firm's current customers, specifically their exit, voice, and loyalty intentions toward the abandoning firm.

The study is based on an online experiment conducted among 385 US customers. Respondents were allocated randomly to one of ten conditions (five levels of tie strength x two types of abandonment strategy) and exposed to a scenario describing a customer abandonment decision implemented by a mobile phone provider. The resulting data were analyzed using a combination of analysis of variance (ANOVA) and structural equation modeling.

The study shows that current customers are significantly more likely to respond actively to unprofitable customer abandonment (exit/voice) than passively through silence and loyalty. Additionally, it shows that increasing satisfaction or switching cost among current customers are unlikely to limit the potential negative consequences of unprofitable customer abandonment. The only variable that drives the choice between exit, voice, and loyalty is the perceived attractiveness of the best alternative relationship.

This work analyzes for the first time how existing customers that the firm would like to retain react toward the news that the company proactively terminates unprofitable customer relationships. Therefore, insight is provided into the likely cost associated with unprofitable customer abandonment – a question that has not been the subject of any empirical study as of today.

The purpose of this paper is to provide a viewpoint on the historical roots and future evolution of social media.

This paper provides a summary of the authors' previous research and experience in the area of social media.

This paper contains practical insights on the consumer use and business potential of social media applications.

This viewpoint provides insights to anyone who is interested in researching consumer use of social media or using social media in a managerial context. It will be particularly helpful to business leaders who are looking for answers in the fast‐moving area of social media applications.

Based on the literature on information security (InfoSec) education and uses and gratifications theory, the purpose of this paper is to propose and test a research model to examine the impact of InfoSec education on social media usage.

The authors employed structural equation modeling to test the research model, with a survey data set of 293 valid subjects from a WeChat subscription about InfoSec education named secrecy view.

The results reveal the significant impacts of perceived content quality, perceived social influence and perceived entertainment on user satisfaction in the context of security education and social media. User satisfaction is significantly associated with user stickiness and security knowledge improvement. Additionally, the authors found that user’s security awareness moderated the effect of perceived entertainment on user satisfaction.

Using a single sample might constrain the contributions of this study.

The authors suggest practical guidelines for InfoSec education on social media by enhancing perceived content quality. Moreover, due to diverse user attributes, the social media operators should recommend targeted content to different users.

This study contributes to studies on InfoSec education of social media usage and identifies factors that affect user satisfaction with social media. Furthermore, the study enriches the security education practices by uncovering differences in security awareness with regard to user satisfaction.

This chapter examines the framing of the Black Lives Matter (BLM) Movement in mainstream media. An analytic sample of 4,303 articles collected from the Dow Jones Factiva database reveals variation in depth, breadth, and intensity of BLM coverage in the following newspapers between 2012 and 2016: The St. Louis Post-Dispatch, The New York Times, The Washington Post, The Wall Street Journal, and Al Jazeera English. We review contemporary literature on racial inequality and employ Media Framing and Critical Race Theory to discuss the implications of our findings on public perceptions, future policy formation, and contemporary social protest worldwide.