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As consumer debt can substantially impair subjective well-being, it is crucial for research to gain insights into how consumers can be motivated to improve financial planning. This paper aims to investigate how frontline employees in financial services can help consumers regulate their financial planning behaviors and how financial service providers can effectively support their frontline employees in this effort through leadership and organizational climate.

We incorporate regulatory focus theory and conservation of resource theory to develop a conceptual model that we test in a triadic study with a unique dataset collected from consumers, frontline employees, and managers in the banking sector.

We find that frontline employees must pay attention to the details of consumers’ needs and customize the service to those needs to trigger consumer promotion focus and stimulate consumers’ financial planning behaviors. Moreover, our results emphasize that the organization must act as an integrated entity. Thus, a manager’s servant leadership and an organizational climate of customer stewardship are crucial for frontline employees to transform consumers’ financial planning behaviors.

The study highlights frontline employees’ key role in motivating consumer financial planning behavior, offering a new perspective in transformative service research on enhancing financial well-being.

The findings provide financial service providers with actionable implications for enhancing consumers’ financial planning. This benefits both consumers and financial institutions, as customers with greater spending power can buy more financial products.

This study advances transformative service research on consumer financial planning behavior, which has largely focused on consumer-related or society-level variables, by exploring the role of frontline employees and organizational support in terms of leadership and climate.

Over the last years, the concept of customer delight has moved into the focus of attention. The necessity of surprise for achieving customer delight and the problem of increased customer expectation (spiral of expectations) have been controversially discussed in the literature. The purpose of the paper is therefore to investigate whether customer delight necessarily requires surprise and whether a misdirected delight strategy can backfire by creating disloyal customers.

This study employs a 2 (after-sales extra value: yes vs no)×2 (knowledge about the extra value: yes vs no) between-subject, scenario-based experiment (n=472) in a hotel environment and partial least squares structural equation modeling to analyze the data.

Study results show that surprise is not a necessary prerequisite for achieving customer delight, but its presence strengthens the delight experience for the customer, positively impacting customer loyalty intentions. Conversely, a surprising nonoccurrence of an expected delight measure causes anger, inducing negative word of mouth and reduced repurchase intentions.

To pursue a sustainable customer delight approach, companies should recognize that they do not need to surprise their customers on every occasion, but rather ensure that customers do not fall short of anticipated delightful events.

The current research strives to contribute to the theory and practice by shedding light on two so far not appropriately addressed research areas of customer delight: the necessity of surprise to evoke customer delight and the consequences of absent but expected delight measures.

Personnel turnover entails considerable costs and is a major problem for the call center industry. By modifying the job demands-resources model, this study aims to examine how emotional exhaustion and organizational pride affect turnover intentions. In addition, it investigates how emotional exhaustion and organizational pride are formed by job demands and job resources and how gender and organizational tenure moderate the model.

The paper surveyed 252 call center agents and tested the research hypotheses with component-based structural equation modeling. Two multi-group analyses clarify the proposed moderating effects of gender and organizational tenure.

Emotional exhaustion and organizational pride essentially determine turnover intentions. Organizational pride, which has received little attention in related research, plays a central role. Two job demands and three job resources strongly influence emotional exhaustion and organizational pride, respectively. Gender and organizational tenure moderate several effects.

This study is based on a sample of call center agents from three different call centers in one country. Therefore, the generalizability of the findings has to be tested. Furthermore, the paper examines turnover intentions, which are good predictors of turnover behavior. Nevertheless, further research should investigate the relationship between the variables and actual turnover. Moreover, the model included six different job determinants. Future research should test the proposed model with other job demands and resources.

Emotional exhaustion and organizational pride substantially affect turnover intentions. Call center managers should protect employees from emotional exhaustion and enhance organizational pride, using specific job demands and resources. This study shows how the importance of certain variables differs for various groups of employees.

This study is the first to examine how certain job resource foster organizational pride and how organizational pride affects voluntary employee turnover in call centers. Further, the study demonstrates that the socio-demographic variables gender and organizational tenure moderate the creation of emotional exhaustion and organizational pride, which together explain a large amount of the variance in turnover intentions among call center agents.

Against the backdrop of digital gaming, this chapter presents a cutting-edge, immersive, online video simulation of events that follow the calendar of a year in a chronically low-performing middle school in the United States. The traditional approach to preparing educational leaders has been harshly criticized by those who have, at times, shared in sustaining the traditional approach. The time is right for innovation. The intention of this simulation is to engage potential educational leaders in the professional development of their leadership skills. These skills are designated in a range of standards-based documents generated by the individual states in the United States, as well as at the national level by the Educational Leadership Policy Standards: 2008 document issued by the Council of Chief State School Officers. A highly sophisticated back-end to this simulation gathers evidence of both engagement and learning. The online format empowers anytime/anywhere learning in a mistake-tolerant educational setting at minimal incremental cost.

College instructors are entering a new frontier of teaching in the 21st century. Millennial students are bringing to university classrooms different experiences regarding the ways they learn and engage in critical thinking. As online universities gain more popularity across the country, higher education institutions are offering more hybrid and distance-learning courses on the Internet match the demand for using technology for teaching and learning. This action research study evaluates how the Annenberg Media digital simulation The Constitutional Convention of 1787 effected student engagement in an undergraduate history course at a community college in a metropolitan region of the Southeast. Practical suggestions are provided for college level history instructors to adapt digital simulations for teaching curricular and content skills that foster critical thinking, digital literacy, and engaged learning.

The purpose of this paper is to explore project types (PTs) of business process management (BPM). PTs are a key concept to describe development situations in situational method engineering (SME). SME acts on the assumption that generic methods need to be adapted to the specifics of the development situation in which they are to be applied.

The paper draws on results from an empirical analysis directed at the identification of design factors of and realization approaches to BPM. It extends an earlier study through the inclusion of new data points that allow for the derivation and characterization of PTs. To this end, multivariate data analysis techniques such as regression analysis, factor analysis, and cluster analysis are applied. Albeit inherently behavioral, the research described in the paper constitutes an important foundation for subsequent design research (DR) activities, in particular for the engineering of situational methods.

The analysis suggests that there are three major and two minor PTs that characterize development situations of BPM. The common ground of the three major PTs is that they are characterized by a common target state, in this paper denoted as individualist realization approach to BPM. When compared to other realization approaches, this approach is characterized by high maturity and high customization requirements for process management.

The gain in insight into the PTs of BPM is particularly useful for the engineering of situational methods aimed at the implementation and advancement of process‐oriented management within real‐world organizations. However, there are some research limitations/implications for further research: the empirical results are derived from a relatively small data set. The PTs identified in the present contribution therefore need further validation. In order to complete the proposed scenario structure for BPM, a taxonomy of complementary context types needs to be identified, too.

Many methods to support BPM or particular aspects thereof have been proposed and discussed. A major shortcoming of most of these methods is that they claim to be of universal validity. SME acts on the idea that there is no “one‐size‐fits‐all” method. Instead, generic methods need to be adapted to the specifics of the development situation in which they are to be applied. The proposed PTs represent a starting point to enable the engineering of situation methods for BPM.

The research results of this paper are useful for the construction of methods in the field of BPM which can be adapted to specific development situations.

Purpose – We analyze segregation between immigrants and natives at the firm level and explore the connection between segregation and wage inequality in Switzerland.

Methodology/Approach – Our approach accounts for the interaction between skill level and immigration status (work permit). First, we calculate exposure rates in order to analyze segregation at the firm level along these two dimensions. Second, we examine the role of segregation in the explanation of wage inequality between different skill–nationality groups. We use data from the Swiss Wage Structure Survey 2002, an employer–employee database that records individual wages among a very large sample of establishments in all industries, covering approximately 42,000 firms and 1 million workers.

Findings – Our results show that interfirm segregation is particularly pronounced for unskilled foreign workers and for recently arrived, highly skilled foreigners. The former earn lower wages than equally skilled Swiss workers, and the latter are paid higher wages than highly skilled Swiss workers. In both cases, interfirm segregation accounts for almost the entire wage differential.

Originality/Value of paper – This paper presents a generalization of the approach used by Groshen (1991) to the multigroup case by defining segregation with respect to the two dimensions of nationality and skill. The use of multigroup exposure rates is common in studies of neighborhood segregation (e.g., Bayer et al., 2004), but our paper shows that they can also be fruitfully applied in the analysis of interfirm segregation and wage inequality.

This paper aims to present a conceptual framework for the emerging field of green energy platform economics.

The authors develop a conceptual framework based on a careful review of the existing literature, and research into the current provider landscape and insights from academic and industry experts. The authors also examine the implications for the energy sector’s value chain and derive a research agenda based on those areas where research still needs to be pursued.

The framework combines the spatial characteristics of platform models (residential/mobile) with the different types of platform business model (B2C/C2C/C2Grid). Using this framework, the authors illustrate how green energy platforms can fundamentally disrupt the conventional electricity value chain by enabling prosumers to market their assets, creating new arenas for trading and collaboration, and by increasing transparency and competition in the sector. The authors also identify areas where more research is required, particularly empirical studies into energy forms other than electricity and analyses of currently underrepresented aspects such as user interfaces and social interactions.

Green energy platforms have the potential to contribute meaningfully to the energy sector’s decarbonization, digitalization and decentralization, and hence to the deceleration of climate change.

This paper is among the first to provide a holistic perspective on platformization in the energy sector. It also offers a new perspective on platform economics in general that is based on the unique characteristics of energy as an economic good (intangibility, homogeneity, credence good).

World legends and the scientific community have taken the devastating impact of poverty issue seriously which has been reflected in the growing trend of research in this area. Hence, this paper aims to conduct a bibliometric analysis on poverty alleviation literature, discuss the various dimensions of poverty alleviation and deliver some ideas for future research.

This study deploys a combined quali-quantitative method familiar as meta-literature review on 454 articles collected from the Web of Science (WoS) database with Social Science Citation Index (SSCI) coverage over the period 1971–2020. Using Rstudio, VOSviewer and Excel, the collected data have been analysed from different lenses.

This study considers the most contributing scientific actors like authors, journals, topics, institutions and countries as parameters for analysing articles. Based on the analysis from various perspectives, it determines five main research streams upon which it provides some potential research directions to be considered in future research.

This study solely relies on the articles available in the WoS database with index in SSCI. However, it excludes analysing thousands of articles on the same topic available in other platforms.

This study provides a retrospective on the scientific works and collective efforts of scholars germane to poverty alleviation from the highest ranked journals, which would help better understand the literature development and the intellectual structure of this field.