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This paper aims to propose a method to determine which mass customization (MC) characteristics should be prioritized in mass-customized service design.

Looking at manufacturing MC systems and conducting a literature review, it is not possible to observe a methodological step to define customized service design as the one we propose in this work. Results show a systematic classification of MC characteristics based on MC enablers and service enablers. These enablers are related by a quality function deployment (QFD) matrix and rewritten using a reverse QFD procedure.

In the end, it was possible to determine which characteristics should be prioritized in mass-customized services.

Two case studies were performed: one with an electric power supplier and another one with a university.

It shows that despite easy customization, organization is not always interest in service features customization. The explanation in these two cases is customization cost, which compared to the benefit does not seem advantageous for the organization.

This paper creates a methodology to design a first phase in customized services in Latin American services and that is the original contribution.

Providing positive and memorable shopping experiences has become essential for retailers. As the retail industry strives to create multisensory experiences for consumers, it is equally important to understand the emotions and pleasure such experiences evoke. The current study aims to investigate how multisensory experiences induce hedonic emotions in retail shoppers. It explores the mediating role of hedonic emotions in between multisensory experiences and shopping mall patronage intention.

The study is descriptive; the data was collected using the mall intercept survey method. A total of 380 shoppers participated in and responded to the survey administered at the mall. The collected responses are analyzed using partial least squares structural equation modeling.

Our findings support the idea that hedonic emotions play a significant role in the retail environment by influencing retail patronage intentions. Also, the multisensory experiences have a positive effect on patronage intention as well as the hedonic emotions of shoppers.

The present study provides theoretical and managerial implications for academicians and retail marketing.

The present research contributes to the existing literature by introducing the concept of multisensory experiences in the retail context and its impact on hedonic emotions and adding to the concept of inference theory.

For the past two decades, researchers have been exploring knowledge of work engagement in the hospitality and tourism industry (HTI). This study aims to provide a comprehensive analysis of global research trends in the field through a bibliometric analysis.

A total of 335 papers from 2005 to 2021 were searched using the Scopus database. The analysis focused on the temporal distribution, most productive journals, countries/territories, institutions, authors, international and authors' collaboration, the most cited publications and author keywords. The VOS viewer and R software were used to visualise the scientific landscapes.

The results indicated a rapidly increasing trend of studies on work engagement in the HTI. The journal with the most published articles was the International Journal of Hospitality Management. The USA ranked first in production, and Karatepe, O.M., from Turkey was the leading author. The first and most cited article was from Salanova et al. (2005). Other themes were identified, mainly related to job resources and outcomes associated with work engagement.

The study provides a more comprehensive understanding of the progress of work engagement in HTI studies and offers clues for further investigation in this field.

This is the first paper to explore work engagement in the HTI using quantitative and visualised bibliometric analysis.

The purpose of this study is to empirically examine the cause–effect relationships between workplace friendship and knowledge-sharing behavior, from a static perspective. Furthermore, it investigates the bi-directional relationship between the increase in both workplace friendship and knowledge-sharing behavior over same time periods, and also endeavors to identify whether there is a significant negative lagged effect of the increase in both workplace friendship on knowledge-sharing behavior, and vice versa, across time from a dynamic perspective.

The study conducts a three-wave questionnaire survey to test the research model. A latent change score approach was used to test the direct relationship between changes in workplace friendship and changes in knowledge-sharing behavior.

The findings reveal that knowledge-sharing behavior fosters workplace friendship and workplace friendship promotes the emergence of knowledge-sharing behavior. An increase in workplace friendship promotes an increase in knowledge-sharing behavior over same time periods. However, an increase in workplace friendship will lead to a lagged decrease of knowledge-sharing behavior across time, and vice versa.

The time interval in this study is a little short to capture the full changes in workplace friendship. Some important control factors and mediating mechanisms are not included in the research model.

This study guides managers to focus on various motivators to better strengthen workplace friendship and knowledge-sharing behavior and to consider and effectively respond to the negative side of workplace friendship and knowledge-sharing behavior across time.

This study emphasizes the predictivity of one important interaction patterns, namely, knowledge-sharing behavior on friendship at the workplace, from a static perspective. This study also shows the benefits of an increase in workplace friendship for the development of knowledge-sharing behavior in the same time period. Furthermore, the study presents a counterintuitive finding when taking the lag effect into consideration in exploring the relationship between changes both in workplace friendship and knowledge-sharing behavior, and identifies a negative side of both when viewed over longer periods.

Based on a theoretical framework grounded in the social-cognitive theory and its derivative the social-cognitive career theory, the main purpose of this paper is to examine the role of entrepreneurial exposure in moderating the relationship between self-efficacy and entrepreneurial intention in the presence of different levels of outcome expectations.

Using a sample of 643 secondary students from Colombia, the authors tested the validity and reliability of scales used to measure the main constructs of the socio-cognitive career theory and used the construct of entrepreneurial exposure to examine contingent hypotheses using a four-step linear regression analysis.

The study results suggest that although the main social-cognitive career variables (self-efficacy and outcome expectation) and entrepreneurial exposure directly influence the formation of entrepreneurial intention and thus support previous findings, the authors also discover a new configuration of (interacting) antecedents. While on the one hand, even a low level of entrepreneurial exposure leads to a significant increase in the entrepreneurial intention of secondary students with high outcome expectation and high self-efficacy; on the other hand, high entrepreneurial exposure leads to a decrease in entrepreneurial intention among students with high entrepreneurial expectation and high self-efficacy.

The main implication of the study findings is although entrepreneurial exposure is beneficial for fostering entrepreneurial intention among secondary students, a high level of entrepreneurial exposure can have a detrimental effect especially among those with high self-efficacy and outcome expectations.

The paper suggests implications and suggestions for educators to foster the development of entrepreneurial intentions among students.

This study provides empirical evidence on the formation of entrepreneurial intention in a new setting. In addition, it improves one’s understanding of the main tenets of social-cognitive career theory by taking into account an important environment factor that can have a contrasting impact on the formation on entrepreneurial intention among adolescents.

This study aims to examine the extent to which companies internalize, adopt and communicate the issue of sustainability. With this aim, research questions address companies’ approaches to sustainable development goals (SDGs), the extent to which the concept of sustainability is reflected in the goals, vision, mission and values of the organizations and the interrelationship between corporate identities, SDGs, sustainability projects and communication activities of the companies.

Content analysis is employed on the sustainability reports, websites, social media accounts, media releases and news of the corporations listed in BIST Sustainability Index (2020) in Türkiye. The typology of sustainability communication processes (Newig et al., 2013) is utilized for data analysis to reveal an overall picture of the companies’ approach to sustainability communication.

Research findings demonstrated that only 11 companies internalize, adopt and communicate the issue of sustainability. A total of 32 companies make no mention of sustainability in their vision, mission, purpose or values. It is observed that few companies establish their entire communication on sustainability strategy. Although some of the companies’ purpose of existence is sustainability, and they manage valuable projects, their approach to communication is still tactical. The study reveals that most of the companies take a tactical approach to sustainability and fewer adopt strategic actions and communications.

In Türkiye, research on sustainability involves either optimistic evaluations of governmental organizations or limited case studies on specific SDGs, particular sectors or social media analyses. This research exposes the holistic picture of sustainability and communication among the companies listed in the BIST Sustainability Index. The results of the holistic approach suggest that organizations should improve their communication about sustainability and communication for sustainability to activate their publics.

Organizations are investing heavily in social media yet have little understanding of the effects of social media content on user engagement. This study aims to determine the distinct effects of informational, entertaining, remunerative and relational content on the passive and active engagement behavior of social media users.

Facebook Insights and NCapture are used to extract data from the Facebook pages of 12 wine brands over a 12-month period. A multivariate linear regression analysis investigates the effects of content on consuming, contributing and creating engagement behavior.

Results reveal distinct effects of rational and emotional appeals on social media engagement behavior. Rational appeals in social media have a superior effect in terms of facilitating active and passive engagement among social media users, whereas emotional appeals facilitate passive rather than highly active engagement behavior, despite the social and interactive nature of the digital media landscape.

Results contribute directly to understanding engagement and customer experience with social media. Further theoretical and empirical examination in this area will aid in understanding the dynamic nature of the levels of engagement within social media.

Findings provide managers and practitioners with guidelines and opportunities for strategic development of social media content to enhance engagement among consumers in a social media forum.

This study is one of the first to empirically examine the construct of social media engagement behavior. It extends the utility of dual processing theory to demonstrate how rational and emotional message appeals result in online engagement.