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As a company’s corporate social responsibility (CSR) image can protect from the backlash of a service failure, it is important to remind customers of the company’s CSR commitment when a service failure occurs. One novel mechanism for doing so is through a prosocial service recovery. However, explorations of such service recovery strategies are relatively unknown. Thus, this paper aims to examine how recoveries including prosocial elements compare to those only utilizing monetary compensation strategies and to explore boundary conditions for such effects.

This research utilizes an experimental design approach across three studies. Participants were recruited from Amazon’s Mechanical Turk.

This research demonstrates that a recovery including prosocial (vs only monetary) elements can positively impact purchase intent through the firms’ CSR perceptions. The authors show that the benefits of prosocial compensation are contingent on the motivation for visiting a company (e.g. hedonic vs utilitarian) as well as the degree to which the company is perceived as luxurious.

The series of studies provides important theoretical contributions to services marketers by advancing the understanding of novel recovery strategies and demonstrating when companies should initiate such strategies. Implications of the findings and directions for future research are explored.

Articulated robots are widely used in industrial applications owing to their high repeatability accuracy. In terms of new applications such as robot-based inspection systems, the limitation is a lack of pose accuracy. Mostly, robot calibration approaches are used for the improvement of the pose accuracy. Such approaches however require a profound understanding of the determining effects. This paper aims to provide a non-destructive analysis method for the identification and characterisation of non-geometric accuracy effects in relation to the kinematic structure for the purpose of an accuracy enhancement.

The analysis is realised by a non-destructive method for rotational, uncoupled robot axes with the use of a 3D lasertracker. For each robot axis, the lasertracker position data for multiple reflectors are merged with the joint angles given by the robot controller. Based on this, the joint characteristics are determined. Furthermore, the influence of the kinematic structure is investigated.

This paper analyses the influence of the kinematic structure and non-geometric effects on the pose accuracy of standard articulated robots. The provided method is shown for two different industrial robots and presented effects incorporate tilting of the robot, torsional joint stiffness, hysteresis, influence of counter balance systems, as well as wear and damage.

Based on these results, an improved robot model for a better match between the mathematical description and the real robot system can be achieved by characterising non-geometric effects. In addition, wear and damages can be identified without a disassembly of the system.

The presented method for the analysis of non-geometric effects can be used in general for rotational, uncoupled robot axes. Furthermore, the investigated accuracy influencing effects can be taken into account to realise high-accuracy applications.

This paper aims to investigate how perceptions of employee authenticity and customer–employee rapport influence customers’ interactional justice assessments and related service evaluations, and how customers’ need for uniqueness impacts these relationships.

A multi-method, three-study design is used to test the research model. Specifically, structural equation modeling provides tests of the main hypotheses, and two supplemental experimental studies tease out conditional effects providing insightful managerial contributions.

Results indicate that customers’ perceptions of employee authenticity affect customers’ interactional justice evaluations, particularly when customers identify high levels of customer–employee rapport. Additionally, the aforementioned relationships are contingent upon customers’ need for uniqueness, such that customers with higher levels of need for uniqueness experience lower levels of customer–employee rapport and, consequently, provide poorer interactional justice assessments. Finally, conditional effects are found given the type of provider and frequency of visit.

This research extends prior efforts to understand how customer–employee dynamics influence customers’ service encounter evaluations. In particular, it furthers understanding of authentic FLE–customer encounters, explores drivers of interactional justice and explicates how consumers’ varying levels of need for uniqueness have differential effects on service outcomes.

The collaborative economy (CE), and within it, collaborative consumption (CC) has become a central element of the global economy and has substantially disrupted service markets (e.g. accommodation and individual transportation). The purpose of this paper is to explore the trends and develop future scenarios for market structures in the CE. This allows service providers and public policy makers to better prepare for potential future disruption.

Thought experiments – theoretically grounded in population ecology (PE) – are used to extrapolate future scenarios beyond the boundaries of existing observations.

The patterns suggested by PE forecast developmental trajectories of CE leading to one of the following three future scenarios of market structures: the centrally orchestrated CE, the social bubbles CE, and the decentralized autonomous CE.

The purpose of this research was to create CE future scenarios in 2050 to stretch one’s consideration of possible futures. What unfolds in the next decade and beyond could be similar, a variation of or entirely different than those described.

Public policy makers need to consider how regulations – often designed for a time when existing technologies were inconceivable – can remain relevant for the developing CE. This research reveals challenges including distribution of power, insularity, and social compensation mechanisms that need consideration across states and national borders.

This research tests the robustness of assumptions used today for significant, plausible market changes in the future. It provides considerable value in exploring challenges for public policy given the broad societal, economic, and political implications of the present market predictions.

The subject dealt with in this paper is one of very wide scope, and is surrounded by many difficulties—scientific, legal, commercial and social. Its aspects are many and various, its subsidiary ramifications are widely extended and often highly complicated, and it is impossible, within the narrow limits of a single paper or lecture, to do more than sketch out its main features in a manner that will enable the general public to appreciate their significance and relative importance.

To examine the possibilities for dry calibration or in situ calibration for flowmeters in the field.

Reviews history and current situation with regard to in situ/dry calibration of flowmeters. Its acceptability for modern flowmeters is considered. Various options are considered to achieve dry calibration or in situ calibration. The possibility of action at a distance via the internet, for example, naturally follows from these developments.

The paper concludes that this development is likely to be of importance to manufacturers. It will need to be addressed by certification authorities.

The concepts will reduce the cost of calibration and the discussion should be of value to research workers, industry and government.

Service failures are common and companies must decide how best to respond to these incidents. The purpose of this study is to examine service recovery efforts that incorporate a donation component, in addition to financial compensation. More specifically, the relative effectiveness of these recovery efforts was explored according to the regulatory focus framing (i.e. prevention- or promotion-focused) of the donation message.

Three experiments are conducted to test the hypotheses.

Drawing from regulatory focus theory (Higgins, 1997), the authors determined that prevention framing (e.g. highlighting the negative outcomes avoided by a donation) leads to better service recovery outcomes compared to promotion framing (e.g. highlighting the positive outcomes of a donation) the donation message. Furthermore, warmth (e.g. perceptions of caring and helpfulness) and competence (e.g. perceptions of capability and usefulness) underlie this effect and message trust moderates the effect of regulatory framing on warmth.

This study offers several theoretical and managerial implications. First, a novel recovery approach that benefits multiple stakeholders was illustrated, particularly when the donation message is prevention (vs promotion) framed. The authors focused on donations in particular, but future researchers should explore other corporate social responsibility activities such as those pertaining to sustainability, ethical labor practices or educational training.

Companies should consider incorporating donations into service recovery efforts. Moreover, companies should use prevention as opposed to promotion frames in their donation messages. Using a prevention frame enhances perceptions of company warmth and competence.

Very little research has explored the effectiveness of donations following service failures despite evidence that companies use donations in this context. This research highlights the importance of regulatory focus framing and demonstrates how a donation, paired with financial compensation, is more/less effective according to the framing of the communication. Thus, this research demonstrates a novel effect, identifies its underlying mechanism through warmth and competence and establishes an important boundary condition according to message trust.

The purpose of this paper is to determine whether negative meanings consumers attribute to a corporation transfer to the endorser and to examine the moderating effects of corporate-specific and product-specific negative meanings on an endorser’s credibility.

Following a protocol designed by Till and Shimp (1998), two experiments were conducted to examine if meaning transfer exists (experiment 1) and if meaning type moderates reverse meaning transfer (experiment 2). A doubly repeated multivariate analysis of variance was conducted to investigate changes in the endorser’s credibility and attitudes toward the brand.

The results revealed that the negative meanings consumers associated with these corporate crises influence consumer perceptions of the endorser as well as attitude toward the brand.

This finding supports the position that meaning type moderates reverse meaning transfer and may explain variances in the literature on the significance of reverse meaning transfer. Based on these findings, brand crises have a negative effect on the endorser’s credibility.

The results lead the authors to suggest that endorsers as well as marketers should closely scrutinize brand partnerships, as the relationship may positively and negatively influence consumer perceptions of the athlete endorser.

Based on the findings from this study, brand managers need to appreciate differences in brand crisis type by tailoring brand image remediation strategies to fit the type(s) of meaning(s) associated with a specific controversy.

The results from the current study add, significantly, to the literature by being the first to evidence that different meanings associated with different types of brand crises produce different attitudes toward the brand.

Recently, Jang and Byon (2020) found that esports recreational gameplay consumption is causally linked to esports online media consumption. In the context of esports, live-streaming content (by individual creators) is a new type of media consumption, which should be distinguished from esports event broadcast. Extending Jang and Byon’s finding, the purpose of this study is to examine the mediating effect of esports content live streaming in the relationship between esports recreational gameplay and esports event broadcast because it allows the games to be more accessible to viewers due to two-way communication. In order to test for stability of the mediating effect of esports live content streaming, we examined the hypothesized model across the three genres (i.e. imagination [n = 224], physical enactment [n = 195], sport simulation [n = 179]).

Data (N = 598) were collected via an online survey from individuals who had experienced esports recreational gameplay. A total of 15 items with five dimensions (i.e. esports recreational gameplay, esports content live streaming, esports event broadcast, streamer identification, and pro-player identification) were adapted from existing studies. The two identification constructs and gender were used as control variables.

The model fit of the measurement model was found to be acceptable via CFA. The results of SEM indicated that the intention of esports content live streaming consumption played a full mediation role in the relationship between esports recreational gameplay behavior and the intention of esports event broadcast consumption. Additionally, we found the mediating effect of esports content live streaming across the three genres.

This study contributes to literature related to the esports consumer behavior by conceptualizing esports content live streaming and found that esports content live streaming represents a mechanism that underlies the relationship between esports recreational gameplay intention and esports event broadcast consumption.

For this study, the Jordan case provided the context for investigating Chinese trademark law with the purpose of answering how and why Jordan lost the legal rights to the Chinese version of his name in China. The results from that investigation were used to better explain the phenomena of transliteration and trademark squatting in relation to sport brands and athletes. The purpose of this paper is to formulate suggestions for protecting sport brands and athletes from trademark squatting in China.

The authors used traditional legal methodology to investigate the influence of transliteration on trademark squatting in China based on the real-life context provided by the facts in Jordan. First, all reported materials from Chinese courts on the Jordan case were collected and analyzed by the research team, which included an investigator who is fluent in Chinese. Second, the authors conducted a collection, review, and analysis of China’s trademark law, the international trademark law that controls court decisions in China, and the literature on trademark squatting in China. The results from the investigations were used to formulate a description of Jordan that details how the process of transliteration facilitates trademark squatting in China.

The findings revealed a loophole within the Chinese administration of trademark regulation through which trademark squatters use the process of transliteration to infringe on trademark rights belonging to senior, foreign brands. Furthermore, the findings lead us to suggest that sport brands are particularly vulnerable to this type of trademark squatting in China. In Jordan, Qiaodan Sports exploited the transliteration loophole to obtain trademark ownership of Qiaodan to the detriment of Brand Jordan and, to a lesser extent, Chinese consumers.

This study contributes to the literature by conceptualizing a “transliteration loophole” that facilitates trademark squatting in China. Further, this is the first study to focus on how the concepts of transliteration and trademark squatting influence celebrity athletes and sport brands.

For foreign celebrity athletes and sport brands, the case should alert them of their vulnerability to trademark squatting of transliterations assigned to them by sport broadcasters or sport consumers in China. For instructors of sport law and sport marketing courses, the Jordan case provides teachable lessons on the value of trademark, the process of trademark squatting, and the process of transliteration and its relation to trademark squatting in China.

Socially, studies in trademark squatting and Chinese trademark law are needed as China continues to expand its intellectual property regulations. The People’s Republic of China started regulating trademarks in the 1980s and since then, there have been three major modifications. Still, controversies exist in terms of trademark squatting of foreign brands and research is needed to better understand why this happens, and how it can be avoided.

The focus on sport as well as the suggestions offered for sport brands and celebrity athletes makes this study the first of its kind within the literature on trademark squatting in China. The importance and impact of the Jordan case is one that attracts attention and should result in significant impact in the literature and practical impact for the field.