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This study aims to apply the elaboration likelihood model to explore when, how and why robotic services increase customer engagement.

A field survey and two experiments were conducted to examine the proposed theoretical framework.

The robots’ proactive behavior encouraged customers to trust and engage with them. The influence of this behavior on customer engagement increased for highly interaction-oriented customers or when the reputations of companies were poor.

The findings can inform the efficient management of customer–robot interactions and thus support firms’ relationship marketing objectives.

The literature on robotic services has recognized that robots should be proactive to ensure positive customer experiences, but few studies have explored the relational outcomes of proactive robotic services. The authors’ in-depth empirical examination thus extends research into the role these services can play in fostering customer engagement.

Services marketing research continues to be largely focused on firms’ reactive interactions for recovering from service failure rather than on proactive customer interactions that may prevent service failure from occurring in the first place. Building on previous studies that assess the efficacy of implementing proactive interaction in service provision contexts, the purpose of this paper is to compare the influences of proactive interaction to prevent service failure and reactive interaction to correct service failure on customer emotion and patronage behavior. Since proactive interaction for service failure prevention is a relatively underexplored and resource-intensive approach, the authors also assess the moderating influences of customer and firm-related characteristics.

The study hypotheses are tested with survey data from two scenario-based experiments conducted in a retail setting.

The findings reveal that customers prefer service providers that take the initiative to get to them before they have to initiate contact for themselves. The findings also identify the moderating influences of relationship quality, situational involvement, and contact person status and motive.

The research contributes to the development of service provision theory and practice by expanding on previous studies which report that proactive efforts to prepare customers for the adverse effects of service failure are favorably received. The results also shed light on moderating factors that may further inform the exploitation of resource-intensive proactive interaction for service failure prevention. An agenda is proposed to stimulate future research on proactive customer interaction to prevent service failure in service provision contexts.

Co-creating value with customers is important for companies in order to gain a competitive advantage. Based on resource theory and social interaction theory, the purpose of this paper is to explore the customer participation mechanism in co-creating value and test the effects of different types of customer resources and multi-level customer–firm interaction on customer value.

Data were collected from tourism industry. Hypotheses were tested using structural equation modeling.

The results indicate that both the customer’s human resource and relationship resource have a significantly positive effect on customers’ utilitarian value and hedonic value through reactive and proactive interactions. Reactive interaction has a full mediating effect on the relationship between relationship resource and proactive interaction, whereas proactive interaction has a full mediating effect on the relationship between reactive interaction and hedonic value.

This study explores the mediating effects of customer–firm interaction between customer resources and customer value. This paper contributes to the understanding of customers’ motivations for, and the processes of, participating in value co-creation.

Organizations are facing pressure to reduce costs of training and enhancing the role of self-development that is self-driven and contextual in nature as a means to supplement employee development. The purpose of this study is to investigate the influence of individual and situational factors on self-development as well as the moderating role of situational factors. Individual factors are referred to personal characteristics, i.e. learning goal orientation and proactive personality, while situational factors are environmental conditions, including job autonomy and empowering environment.

Data were gathered from 280 middle managers of the banking sector. Partial least squares structural equation modeling was conducted to validate the model.

The study findings revealed a significant direct relationship of individual (learning goal orientation and proactive personality) and situational (empowering environment and job autonomy) factors with self-development. The study also found only a significant moderating effect of empowering environment in relation to learning goal orientation and self-development, correspondingly job autonomy moderates the relationship of proactive personality and self-development.

The study concludes with offering some implication for organization to focus on self-development activities by providing an empowering environment and job autonomy to its employees, which will result to minimize the overall cost of training. Organizations should also identify the individual factors that lead to self-development like proactive personality and learning goal orientation.

This study gives new insight on the predictors of self-development and their interaction. This study may be a pioneer to empirically validate a theoretical model about the interaction of situational factors between individual factors and self-development. Furthermore, it contributes and advances our knowledge by demonstrating how individual and situational factors are influencing middle mangers’ self-development in workplace.

This study examines a moderated moderation model in which the hardiness of chief marketing officers (CMOs) moderates the relationship between CMOs' future focus and firms' sustainability marketing commitment (SMC), and this moderating effect is moderated by CMOs' proactive personality.

A sample of 298 CMOs of firms in Vietnam was surveyed to collect data. Confirmatory factor analysis was employed to validate the measures of the constructs used in the model and structural equation modeling (SEM) was used to test the model and hypotheses.

The SEM results reveal that CMOs' future focus had a positive relationship with firms' SMC. Furthermore, both CMOs' hardiness and its interaction with CMOs' future focus had positive effects on firms' SMC. Finally, the three-way interaction between CMOs' future focus, hardiness and proactive personality had a positive effect on firms' SMC.

The study findings assist firms in emerging markets in understanding the roles of some key personality-based resources of CMOs in fostering firms' SMC.

This study is among the first to investigate the roles of CMOs' personality-based resources (i.e. future focus, hardiness and proactive personality) in firms' SMC, offering insight into the sustainability marketing literature.

This paper sets out to examine proactive personality in relation to job demands, job resources and engagement.

The current study employed a two‐wave complete panel study among 794 Dutch government employees. Based upon the Job Demands‐Resources (JD‐R) model, previous studies, job crafting theories, and Conservation of Resources (COR) theory, hypotheses on the associations of proactive personality with job demands, resources, and engagement were developed.

Analyses revealed that proactive personality was associated with an increase in engagement 18 months later. Moreover, proactive employees perceiving high social support reported the highest levels of engagement over time.

A first shortcoming is that proactive personality was only measured at one point in time, which restricted the testing of causal relationships of proactive personality with engagement. Second, this study only measured engagement as outcome measure and third variables may have affected the associations of proactive personality with job demands and resources and engagement. Third, only small effect sizes of proactive personality (and job demands and resources) on engagement over time were found. With regard to theoretical implications, this study suggests a refinement of the JD‐R model by perceiving proactive personality as a personal resource which coincides with job resources such as social support and/or is triggered by (low) external job demands in increasing engagement.

Since this study's findings suggest that proactive personality is a personal resource with beneficial effects on employees' levels of work‐related engagement, employers are advised to promote the behavior expressed by proactive employees. When employees are under challenged due to a low level of quantitative job demands or when they want to optimize their work environment in case of high job demands, proactive personality may have a positive impact on their engagement over time, in particular when combined with high levels of support from their colleagues and supervisor.

This study's value consists of its innovative effort to relate proactive personality to engagement 18 months later. In addition, the longitudinal design of this study made it possible to examine the associations of proactive personality, job demands and resources with engagement over time.

Practitioners need to understand how households will engage with connected-home technologies or risk the failure of these innovations. Current theory does not offer sufficient explanation for how households will engage; hence, this paper aims to address an important gap by examining how households set “rules of engagement” for connected-home technologies in the context of electricity use and monitoring.

A review of the extant psychology, technology and engagement literature is conducted and yields two research questions for exploration. The research questions are addressed via 43 in-depth household interviews. Analysis includes thematic analysis and computerized text analysis.

The results include a typology of technology engagement (the “PIP typology”) and discuss three main roles for technology in assisting households: intern, assistant and manager. Key contributions are as follows: consumers in household settings may experience “compromised engagement” where the perceived middle option is selected even if no-one selected that option originally; households open to using connected-home technologies are often taking advantage of their ability to “delegate” engagement to technology, and because consumers humanize technology, they also expect technology to follow social roles and boundaries.

Future research may examine the PIP typology quantitatively and/or in different contexts and would benefit from a longitudinal study to examine how household technology engagement evolves. Four research propositions are provided, which may form the basis for future research.

Recommendations for practitioners are presented regarding the benefits of keeping consumers at the heart of connected-home technology goods and services. Specific design principles are provided.

This paper fulfills the need to understand how households will engage with connected-home technologies and the roles this technology may fulfill in the complex household service system.

Novel ideas emerge from conversational interaction dynamics in meetings that are organizational practices of interaction. Drawing from meeting science with a focus on multiparty talk in meetings as communicative events, we refer to interaction dynamics as sequences of verbal statements. We explore patterns of verbal statements in idea generation processes in an explorative, inductive field study of ministerial think tank meetings. These are recurring agile meetings with interactive, free-flowing communication. By utilizing the validated, fine-grained act4teams coding scheme, we differentiate between task-related, procedural, and socio-emotional statements made in these meetings. Our findings show that the interactions within agile meetings are characterized by intensified turn-taking, overlapping speech, and joint heightened involvement. By means of lag sequential analysis, we find that novel ideas emerge from interaction cycles of task and socio-emotional statements. Among the latter, active listening expressed by “mm” or “yeah” is of particular importance for triggering novel ideas. As such, we reveal the micro-level emergence of novel ideas in conversational interaction by highlighting the facilitative function of active listening.

Consumers may boycott firms’ corporate social responsibility (CSR) activities, but little is known about when, why and how they would respond in this way. Based on psychological contract violation and discount principles, the purpose of this paper is to argue that timing and fit of CSR activities are the main dimensions of consumers’ psychological contract. It is posited that CSR activities would be boycotted if consumers perceived violation of their psychological contract, and their altruistic tendency would have a moderating effect on this mechanism.

This paper takes the form of an empirical study using a sample of 434 respondents through scene-questionnaire survey in central China.

It is found that (1) low fit or reactive CSR activities would induce consumers’ psychological contract violation, and the latter has a more significant influence; (2) perceived CSR is negatively related with consumers’ boycott behaviors, but CSR activities would be boycotted if consumers’ psychological contracts are violated; (3) the negative relationship between perceived CSR and consumers’ boycott behaviors would be strengthened by consumers’ altruistic tendency, and the positive relationship between consumers’ psychological contract violation and their boycott behaviors would also be strengthened by their altruistic tendency.

This paper has significant theoretical implications, as it answers the question that when, why and how CSR activities would be boycotted. Besides, it contributes to literature on psychological contract for applying it to CSR research field. Furthermore, the double-edged effect of consumers’ altruistic tendency extends literature on pro-social behaviors.

This paper is of interests to corporate management and academics who wish to understand when and why consumers would boycott CSR activities and the factors that would relax consumers’ negative responses.

This is the first paper that investigates when, why and how CSR activities would be boycotted from the perspective of consumers’ psychological contract violation.

The purpose of this paper is to examine the relation of subordinate proactive personality with subjective evaluations of career success by direct supervisors, as well as conceptualize the quality of leader-member exchange (LMX) as a mediator and power distance orientation as a moderator for understanding this relation.

Data were collected using a two-wave survey research design. Participants were drawn from 360 supervisor-subordinate dyads from mainland China. Hierarchical regression analyses, Edwards and Lambert’s (2007) moderated path analysis approach, and Preacher et al.’s (2010) Monte Carlo simulation procedure were used to test the hypothesized relationships.

LMX mediated the positive relationship between proactive personality and career success. Both the relationship between LMX and career success and the indirect relationship between proactive personality and career success were stronger when power distance orientation was lower.

This study contributes to the authors’ understanding of how and when proactive personality facilitates employee career success in the era of the boundaryless career. However, all data were collected within a single organization, which limits the observed variability and decreases external validity.

Training employees to facilitate initiative in the workplace may build and maintain better and stronger relationships with their supervisors. To enhance person-organization fit, organizations should recruit and hire employees with lower levels of power distance orientation.

This study provides solid evidence that the extent to which LMX mediates the relationship between proactive personality and career success depends on power distance orientation. It represents a promising new direction for the proactive personality and career success literatures.