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In the past few years, several capability indices have been developed for evaluating the performance of multivariate manufacturing processes under the normality assumption. However, this assumption may not be true in most practical situations. Thus, the purpose of this paper is to develop new capability indices for evaluating the performance of multivariate processes subject to non-normal distributions.

In this paper, the authors propose three non-normal multivariate process capability indices (MPCIs) RNMC _p, RNMC _pm and RNMC _pu by relieving the normality assumption. Using the two normal MPCIs proposed by Pan and Lee, a weighted standard deviation method (WSD) is used to modify the NMC _p and NMC _pm indices for the-nominal-the-best case. Then the WSD method is applied to modify the multivariate ND index established by Niverthi and Dey for the-smaller-the-better case.

A simulation study compares the performance of the various multivariate indices. Simulation results show that the actual non-conforming rates can be correctly reflected by the proposed capability indices. The numerical example further demonstrates that the actual quality performance of a non-normal multivariate process can properly reflected by the proposed capability indices.

Process capability index is an important SPC tool for measuring the process performance. If the non-normal process data are mistreated as a normal one, it will result in an improper decision and thereby lead to an unnecessary quality loss. The new indices can provide practicing managers and engineers with a better decision-making tool for correctly measuring the performance for any multivariate process or environmental system.

Once the existing multivariate quality/environmental problems and their Key Performance Indicators are identified, one may apply the new capability indices to evaluate the performance of various multivariate processes subject to non-normal distributions.

Corporate social responsibility (CSR) has gradually come to be regarded as a strategic business tool, and has a significant influence on consumers’ behaviours, but few studies discuss CSR regarding consumers’ behaviour in the insurance industry. The purpose of this paper is to investigate the effects of CSR on corporate reputation and customer loyalty.

This paper used a survey to assess consumers’ perception regarding CSR activities from non-life insurance industries. The questionnaires were administered to consumers who have purchased insurance in Taiwan. The survey questions were tested through an exploratory factor analysis. An analysis of variance and multiple regressions were performed to test the hypotheses.

The empirical results demonstrate that CSR activities have significantly positive influences on corporate reputation and customer loyalty. Additionally, CSR activities also have significantly positive influences on brand image. Furthermore, the study indicates the mediating role of brand image on CSR, corporate reputation and customer loyalty.

This paper establishes the mediating role of brand image among CSR, corporate reputation and customer loyalty for non-life insurance industries. Additionally, the empirical results focus on analysing the impact of CSR on customer’s behaviour, and strongly encourage insurers to continue investing; CSR and brand image can be strategic marketing tools and promote the sustainable development of insurance.

The purpose of this study is to develop a cross-level model of legitimacy-driven institutional change in a Chinese management context; in other words, changes that start out as legitimacy gaining processes by green enterprises but result in a shift in field-level market logic.

A case study using a historical inquiry approach and in-depth interviews has been used to qualitatively analyze the authors’ case in the Chinese photovoltaic industry.

The study proposes a cross-level explanation of institutional change by demonstrating how institutional change can create market forces at a field level that seemingly originate from an increase in the number of legitimated enterprises. This may negatively influence enterprises’ ongoing legitimacy gaining process for their survival at the organizational level in an institutional environment.

The theoretical perspective helps improve descriptions of institutional change and develop a much-needed multi-level understanding of green enterprises in the highly institutionalized green industry. However, this case study may raise the concern of generalizability; thus, an additional survey is necessary.

As organizational field-level market forces are endorsed and transformed in the legitimacy gaining activities of green enterprises, a green enterprise manager should be aware of its negative impact on their legitimacy gaining process and ultimate survival.

The authors’ model proposes a cross-level explanation of institutional change by demonstrating how institutional change can create market forces at a field level that seemingly originate from an increase in the number of legitimated enterprises. Consequently, this may negatively influence the enterprises’ legitimacy gaining process.

This chapter offers a preliminary investigation into the impact of the COVID-19 pandemic on consumer purchasing behaviour within the grocery retail industry and supports evidence that since the pandemic began at the end of 2019, there have been changes in the demands and behaviours of consumers (Donthu & Gustafsson, 2020). Previous research has reported that the pandemic resulted in retail consumers spending less and saving more (Jorda, Singh, & Taylor, 2020), as well as panic buying (Nazir, 2021), both of which initially contributed to the limited availability of goods. This preliminary study reports upon survey data collected from retail consumers and answers the question ‘What were the changes in consumer behaviour in the grocery sector as a result of the COVID-19 pandemic?’ Findings reveal that an increase in online shopping occurred more distinctly during the first of the UK’s lockdowns, which waned over time. Findings also reveal a lower shopping frequency, but higher shopping spends during lockdown, and that social distancing and discipline were key drivers of this behaviour change. Findings also reveal an intention to maintain a combination of new and old shopping behaviours and habits after lockdown, giving rise to the continuing importance of meeting consumers’ grocery needs online as well as in-store. This chapter further discusses the implications arising from the reported findings.

The COVID-19 pandemic has substantially affected China’s tourism industry. Tourism small- and medium-sized enterprises (SMEs), with limited crisis response ability, might be difficult to recover after the pandemic. Regarding the impacts of the pandemic on rural tourism, income for rural attraction sites was almost zero; sightseeing, agri-tourism activities were ceased; and large amount of rural bed-and-breakfasts (B&Bs) faced business closure. However, through three cases, our study found that through either content innovation or process innovation, some B&Bs are able to recover speedily from the pandemic and develop sustainably. These innovations are important for their business strategy adjustment. Innovation creates more value for tourists and stakeholders by developing new service products or adjusting existing products. This chapter discusses the linkages between innovation and leadership. Through the investigation and analysis of three cases, the researchers found that the advantages of transformational leadership were reflected in the post-crisis management in different ways and effectively improved the innovation ability and sustainable development of post-crisis organizations. This study has enriched the literature on transformational leadership and post-crisis recovery of small tourism enterprises and has practical reference value for managers of small rural tourism companies.

Background music is considered an intangible element but has a close attachment to emotional reaction and memory. Background music is constantly present in our everyday lives, whether for distraction, recreation or mood enhancement. It can be heard in the supermarket, in lifts, cafés or hotels. Music has been identified as important in the construction of autobiographical memories and emotions of individuals. Many premises use music to enhance customers' emotions, and hoteliers try to use music in their lobby to increase the likelihood of customer experience. The purpose of this chapter is to examine the impact of background music as an intangible element in hotel lobbies on customer satisfaction. More specifically, this study aims to draw a connection between the musical variables (musicscape) in hotel lobbies with regard to the gender and age of guests and how hotel businesses can make use of this intangible element to enhance their guest's satisfaction. Sound marketing is an overlooked area in hospitality and tourism research. A mixed-method approach has been employed in this study, including a questionnaire and online interviews. The result shows that background music in hotel lobbies has a significant impact on customer satisfaction and the time they are willing to spend in the lobby. Moreover, different musical variables have obvious influences on the experience of guests of different ages and genders. The results of this study provide theoretical and managerial recommendations on the importance of sound marketing in a hotel lobby setting.