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Historically, firms have dedicated an abundance of resources in the pursuit of customer satisfaction and its corresponding favorable consequences. However, research indicates that customer satisfaction may not necessarily result in the outcomes pursued. This paper aims to focus on the concept of customer delight and explore antecedents and consequences of interest to the service firm. More specifically, the proposed model explores the linkages of employee effort, employee expertise and the firm’s tangibles to customer surprise and joy which in turn lead to customer delight and per cent of budget spent.

Data were collected from a grocery store. The hypothesized relationships were tested using structural equation modeling.

Results from this study yield new insights into the dual pathways leading to customer delight through joy and surprise. That is, joy and tangibles lead to both joy and surprise, whereas expertise leads to joy alone. Both joy and surprise are completely mediated through delight to per cent of budget spent. Interestingly, higher frequency customers experience a stronger relationship from joy to delight.

The findings have implications for the ongoing debate on the viability of customer delight and extending the theoretical understanding of why customer delight represents such a powerful force in the service environment.

By providing specific variables that impact both joy and surprise, management can develop tactics to develop delight initiatives.

This is the first study proposing multiple paths to customer delight. Further, this is the first study to link needs based and disconfirmation into a single model.

Accelerating the process by which new products are introduced to the marketplace has become a strategic imperative in many markets. An emerging precondition for new‐product development success is the integration of information technology with innovative management practices. The purpose of this paper is to demonstrate how the integration of Internet and Intranet applications with the stage‐gate process can support and accelerate new product development. This research provides insight into the key role Internet technology can play in facilitating information dissemination, process improvements, reductions in time and costs, and improved project management.

We focus on the internal workings of a university organization’s response to institutional plurality. In the field of higher education, both organizations and individuals are prescribed competing demands due to academic logic and the logic of managerialism. We interpret six individual experiences of institutional plurality and illuminate how social position, disposition, emotions, and apprehension regarding plurality affect their response to shifting emphases in the logics of the university. In addition, we show that although there may appear to be harmony in the organizational-level response to institutional plurality, turmoil may be affecting the organization’s members, highlighting the importance of looking at how people experience institutional logic multiplicity.

MentorMob had sprung from the passions---for web development and for online communities---of the company's co-founders, Kris Chinosorn (CEO) and Vince Leung (COO). The company pursued the ambitious goals of reinventing the way people learn and becoming the world's utility for learning about anything. The website leveraged a crowdsourcing model for information sharing, teaching, and learning. By enabling participants to learn---and to crowdsource from each other while learning---the site sought to both engage users at different stages of learning and to develop a compelling experience unobtainable without a crowd. Chinosorn and Leung needed to prioritize in order to achieve the growth and scale needed to become world's utility for learning. What should they do next to keep MentorMob's growth on track? What issues should get their greatest attention?

The case teaches more than merely the act of prioritization of strategic goals in a startup. Walking through the issues faced by the founders will introduce students to several additional lessons and concepts about Web 2.0 firms. After analyzing the case, students should be able to:

This chapter outlines the potential of phenomenology to illuminate how individuals experience the emotions replete within organizations. It employs one particular type of phenomenological approach known as Interpretative Phenomenological Analysis (IPA). The chapter considers how the hermeneutic and phenomenological foundations of this approach lend themselves to the study of affect. The chapter then clarifies and develops established IPA guidelines to render them more appropriate for research on emotions. In doing so, the chapter demonstrates how IPA can produce contextualized accounts that explore the role of emotions in individuals’ experiences of organizational events and processes.

Undeniably, plastic usage is predominant in our daily lives, featuring in an endless list of items such as bottles, disposables, packaging and fabric. At prima facie, plastic disposal causes irreversible damage to the natural environment, especially oceans. However, it also impacts human health and wellbeing, especially since its toxins or microplastics find themselves in the food chain. Since plastic causes a myriad of negative effects on the natural environment and human health, the urgency to ban it has been addressed by international organizations and the European Union (EU). Being the smallest member state within the EU, Malta presents an insightful case study of how different levels of governance and a plethora of state and non-state actors engage in a game-like interaction. To this effect, this chapter sheds light on the implications of plastic pollution vis-á-vis sustainability and wellbeing, addressed through multi-level governance. The research core revolves around an investigation on the institutional intricacies in addressing the wicked problem of single-use plastic by mapping out the different layers of policy-making mechanisms that are involved, ranging from local to European and international governance, and from governmental to civil society centric strategies. A positivist ontology is activated to underpin the exploratory nature of this study. Through the application of content analysis of selected documentation, the extent of coordination and synergies among the different policy actors across a multi-layered governance platform is put under scrutiny. Quantitative findings are utilized to validate or contradict the original set of hypotheses and to propose a number of policy and governance recommendations that are useful to researchers and practitioners in the fields of public policy, politics, environmental science, public health and wellbeing, as well as insurance and risk management.

Literature has recognised entrepreneurship education as the main conduit through which entrepreneurial behaviours, attitudes and actions can be built, enacted and delivered. Since the founding of new ventures is largely a resourceful founder-driven enterprise, entrepreneurship education has largely centred on galvanising and shifting the mindsets and cognition of the entrepreneur. Yet, despite over 60 years of delivering entrepreneurship education programmes, hard evidence of the generation of high-growth-oriented and sustainable ventures has been scarce as student entrepreneurship intentions do not always translate into successful venture creation. This is largely because of the complexities of the practicality of entrepreneurial education particularly, the dissonance between acquired education in business schools and the knowledge and competencies needed in the entrepreneurial field. Such dissonance can be attributed to the lack of clarity on the pedagogical approach that most resonates with entrepreneurial action, the diversity in assessment methods and the scholarly illusion pertaining to how pedagogical approaches can be channelled to the generation of growth-oriented ventures. Drawing on Girox's concepts of transformative critical pedagogy (including pedagogy of repression), Socratic dialogue, Hegelian dialectic and Yrjö Engeström's transformative expansive agency, I demonstrate how a flipped transformative critical pedagogy can be harnessed in digitally enhanced learning environments to create new entrepreneurial possibilities for facilitating critical inquiry, complex problem-solving, innovation for the market and fostering tolerance for failure in ambiguous entrepreneurial contexts.

In recent years, student-managed investment funds (SMIFs), experiential learning programs at an increasing number of universities, have attracted significant scholarly interest. In this article, we review the academic literature on this pedagogy.

We use the systematic review method to assess a sample of 85 articles published in 30 journals during the period 1975 to 2020.

Our literature review reveals four streams of research: best practices and challenges, investment management, innovation and trends and SMIFs in a research setting. We also propose future research directions, including specific gaps in the literature, a focus on innovations to traditional programs, systematic investment performance and expansion into behavioral finance issues.

We contribute a comprehensive view of the body of scholarship on SMIFs, identifying existing streams of research and future research directions that will help guide the development of SMIF research into a cohesive and productive space.

This study explored how food allergies have affected food-related behaviors and quality of life of college students with food allergies and identified factors influencing food choice decisions among this group of individuals.

One-on-one interviews were conducted with 26 college students with self-reported or clinically diagnosed food allergies, recruited from two universities located in the southern region of the United States. The participants were asked a series of questions based on a semi-structured discussion guide. Each interview lasted about 30 min; all interviews were audio-recorded and transcribed verbatim. The transcriptions were coded independently by three researchers, and themes were identified.

Food allergies affected the participants' food-related behaviors, including eating, food preparation and shopping, as well as some aspects of their quality of life. Individual factors, such as mood, other diseases, cultural background and sensory properties, also influenced food choices. Friends and families were the two most important social influencers of food choices. Regarding physical environmental factors, cost, convenience, value and variety were considered important in selecting food. However, the participants' food choices were less influenced by food advertisements and social media. Additionally, experiences and complex cuisines were also key factors in making food choices.

Theoretically, this qualitative study applied a food choice decision framework in the context of college students with food allergies. Practical recommendations are provided, particularly to campus dining facilities, to fulfill the needs of college students with food allergies.

This study advanced the understanding of the complexity of food choice decision-making among college students with food allergies. A path diagram specific to food choice among college students with food allergies was developed based on the results of this study. This study also highlighted that food allergy management would involve various behavioral changes and revealed that the food choices are influenced by a wide range of factors.