Jeremy S. Wolter, V. Myles Landers, Simon Brach and J. Joseph Cronin
The purpose of this paper is to examine whether customer-company identification (CCI) can transfer from one organization to the next within the context of service alliances.
Abstract
Purpose
The purpose of this paper is to examine whether customer-company identification (CCI) can transfer from one organization to the next within the context of service alliances.
Design/methodology/approach
A between-subjects experiment using a fictitious alliance and a field study focused on a real alliance tests identification transfer at the time of a service alliance announcement and while the service alliance is in operation.
Findings
Identification transfer is enabled by an exclusive service alliance but not an inclusive one. For identification transfer to be maintained, customers must perceive the companies as a coherent group (i.e. high entitativity) and have close physical proximity to the alliance.
Originality/value
By drawing heavily on self-categorization theory for the proposed effects, the current research provides a new theoretical framework to the service and brand alliance literature that contrasts with the attitude-based theories commonly used. Furthermore, the current research explores how company-company relationships influence CCI whereas most research has focused on characteristics of the customer-company relationship. These two differences suggest service alliances provide more value to the companies and customers than currently realized.
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Gianfranco Walsh, Jason J. Dahling, Mario Schaarschmidt and Simon Brach
Service firms increasingly hire employees that work two or more jobs. Drawing on conservation of resources (COR) theory and the notion that employees have finite emotional…
Abstract
Purpose
Service firms increasingly hire employees that work two or more jobs. Drawing on conservation of resources (COR) theory and the notion that employees have finite emotional resources, the purpose of this paper is to examine the consequences of emotional labour among employees who simultaneously work in two service jobs. The authors posit that emotional labour requirements from the primary job (PJ) and secondary job (SJ) interact to emotionally exhaust employees through a process of resource depletion. Specifically, building on extant work, this research tests a theoretical mediation model of surface acting predicting organizational commitment through emotional exhaustion.
Design/methodology/approach
Employing a predictive survey approach, 171 frontline-service employees with two jobs from a variety of service industries are surveyed in two waves. The hypothesized model is tested using a bootstrap procedure for testing indirect effects. In addition, the authors investigate first- and second-stage moderation.
Findings
Results confirm full mediation of the relationship between surface acting and organizational commitment by emotional exhaustion, confirming that the effect of surface acting on organizational commitment is indirect through emotional exhaustion. In addition, results reveal that surface acting in the SJ moderates the link between surface acting in the PJ and emotional exhaustion, and that employees low on organizational identification congruence display lower levels of organizational commitment with the PJ.
Research limitations/implications
This study contributes to the literature that relates emotional labour to organizational commitment by investigating contingent factors. The key contribution thus pertains to identifying contingent factors based in COR theory and social identity theory that influence the triadic relation between surface acting, emotional exhaustion, and organizational commitment.
Practical implications
Results reveal that surface acting in a second job not just simply adds to the level of employee emotional exhaustion. Instead levels of surface acting in a first and second job interact with each other to affect emotional exhaustion. This finding suggests service managers must take into account if and how employees are enforced to perform surface acting in the other job to prevent high exhaustion.
Originality/value
This study is the first to investigate emotional labour among dual job holders, a growing segment of the service workforce that poses unique challenges to organizations.
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Hayley E. Christian, Gavin R. McCormack, Kelly R. Evenson and Clover Maitland
This chapter aims to review evidence of the relationships between dog ownership, dog walking and overall walking and the factors associated with dog walking. It reviews the…
Abstract
This chapter aims to review evidence of the relationships between dog ownership, dog walking and overall walking and the factors associated with dog walking. It reviews the evidence using a social ecological framework. The chapter finds that dog ownership and dog walking are associated with higher levels of walking. A number of social ecological factors are associated with dog walking. Motivation and social support provided by the dog to walk and a sense of responsibility to walk the dog are associated with higher levels of dog walking. Positive social pressure from family, friends, dog owners and veterinarians is also associated with higher levels of dog walking. Built and policy environmental characteristics influence dog walking, including dog-specific factors such as access to local attractive public open space with dog-supportive features (off-leash, dog waste bags, trash cans, signage), pet-friendly destinations (cafes, transit, workplaces, accommodation) and local laws that support dog walking. Large-scale intervention studies are required to determine the effect of increased dog walking on overall walking levels. Experimental study designs, such as natural and quasi-experiments, are needed to provide stronger evidence for causal associations between the built and policy environments and dog walking. Given the potential of dog walking to increase population-levels of walking, urban, park and recreational planners need to design neighbourhood environments that are supportive of dog walking and other physical activity. Advocacy for dog walking policy-relevant initiatives are needed to support dog walking friendly environments. Health promotion practitioners should make dog walking a key strategy in social marketing campaigns.
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Jessica H. Williams, Geoffrey A. Silvera and Christy Harris Lemak
In the US, a growing number of organizations and industries are seeking to affirm their commitment to and efforts around diversity, equity, and inclusion (DEI) as recent events…
Abstract
In the US, a growing number of organizations and industries are seeking to affirm their commitment to and efforts around diversity, equity, and inclusion (DEI) as recent events have increased attention to social inequities. As health care organizations are considering new ways to incorporate DEI initiatives within their workforce, the anticipated result of these efforts is a reduction in health inequities that have plagued our country for centuries. Unfortunately, there are few frameworks to guide these efforts because few successfully link organizational DEI initiatives with health equity outcomes. The purpose of this chapter is to review existing scholarship and evidence using an organizational lens to examine how health care organizations can advance DEI initiatives in the pursuit of reducing or eliminating health inequities. First, this chapter defines important terms of DEI and health equity in health care. Next, we describe the methods for our narrative review. We propose a model for understanding health care organizational activity and its impact on health inequities based in organizational learning that includes four interrelated parts: intention, action, outcomes, and learning. We summarize the existing scholarship in each of these areas and provide recommendations for enhancing future research. Across the body of knowledge in these areas, disciplinary and other silos may be the biggest barrier to knowledge creation and knowledge transfer. Moving forward, scholars and practitioners should seek to collaborate further in their respective efforts to achieve health equity by creating formalized initiatives with linkages between practice and research communities.
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Neil Wilson, Michael Ross, Kevin Lafferty and Russell Jones
The concept of utilising greenspace to promote and maintain mental health predates the development of almost all current treatment modalities. Although the use of greenspace as a…
Abstract
The concept of utilising greenspace to promote and maintain mental health predates the development of almost all current treatment modalities. Although the use of greenspace as a therapeutic tool decreased throughout the 20th century, research in this area has grown exponentially over the last 20 years. This review examines the theory and increasing evidence base behind the psychological, social and physical health benefits of viewing and interacting with greenspace, and considers some of the common methodological limitations within the literature.Those who use secondary and tertiary care mental health services typically experience secondary problems due to reduced levels of social and physical activity. This review argues that the holistic benefits of greenspace make ecotherapy particularly appropriate for such a population. The review recommends that the effects of ecotherapy on those who use secondary and tertiary mental health care services be explored as part of an effort to redress the absence in the literature of quality studies in this area for this population.
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Joshua H. Tamayo-Sarver, Neal V. Dawson, Susan W. Hinze, Rita K. Cydulka, Robert S. Wigton and David W. Baker
The purpose of this paper is to draw on previous work in multiple disciplines to establish a theoretical framework for clinical decision-making that incorporates non-medical…
Abstract
The purpose of this paper is to draw on previous work in multiple disciplines to establish a theoretical framework for clinical decision-making that incorporates non-medical factors, such as race/ethnicity, into the way physicians make decisions in the practice of medicine. The proposed Rapid Clinical Decision in Context (RCDC) model attempts to understand the influence of various contextual elements on physicians’ decision-making process. The RCDC model provides a basis for future studies to move beyond documentation of areas where disparities exist to understand the causes of the disparities and designing interventions to address those causes. The paper concludes with a discussion on possible studies to test the proposed model.
Carina Simon, Tim Oliver Brexendorf and Martin Fassnacht
Consumer engagement has been designated as an approach to describing online interactions that more comprehensively reflects the nature of consumers’ interactive relationships in…
Abstract
Purpose
Consumer engagement has been designated as an approach to describing online interactions that more comprehensively reflects the nature of consumers’ interactive relationships in online brand communities. This paper aims to explore consumers’ brand community engagement in the context of Facebook brand pages. This research puts forth the hypothesis that consumers’ brand community engagement on Facebook is dependent upon two overarching themes: external social forces and internal personal forces.
Design/methodology/approach
Based on social impact theory, social identity theory and social exchange theory, a conceptual research model is developed and empirically tested through structural equation modelling using cross-sectional data of 460 Facebook brand fans.
Findings
The empirical results suggest that internal personal forces primarily positively influence brand community engagement, while external social forces can even impact consumers’ brand community engagement negatively.
Research limitations/implications
Future research should test and validate the proposed model for specific categories and brands.
Practical implications
This paper offers help to online brand marketers to trigger meaningful engagement of consumers in a brand community on Facebook.
Originality/value
This paper examines the consumer engagement construct from a behavioural perspective in a defined social media context and highlights the peculiarities of online brand communities on Facebook that distinguish them from traditional brand communities. The research uses a strong theoretical foundation to develop a model that investigates the prevalent variables that influence consumers’ brand community engagement on Facebook.
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Priyanka Sharma and J. David Lichtenthal
The purpose of the study is applying and comparing models that predict optimal time for new product exit based on its demand pattern and survivability. This is to decide whether…
Abstract
Purpose
The purpose of the study is applying and comparing models that predict optimal time for new product exit based on its demand pattern and survivability. This is to decide whether or not to continue investing in new product development (NPD).
Design/methodology/approach
The study investigates the optimal time for new product exit within the hi-tech sector by applying three models: the dynamic learning demand model (DLDM), the generalized Bass model (GBM) and the hazard model (HM). Further, for inter- and intra-model comparison, the authors conducted a simulation, considering Weiner and exponential price functions to enhance generalizability.
Findings
While higher price volatility signifies an unstable technology, greater investment into research and development (R&D) and marketing results in higher product adoption rates. Imitators have a more prominent role than innovators in determining the longevity of hi-tech products.
Originality/value
The study conducts a comparison of three different models considering time-varying parameters. There are four scenarios, considering variations in advertising intensity and content, word-of-mouth (WOM) effect, price volatility effect and sunk cost effect.