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This study aims to investigate the effect of acquisition modes on customer behavioral loyalty to enrich our knowledge of the effectiveness of acquisition modes and how to better target customers in the service industry.

Using a data set from a large commercial bank in China, this study conducts a series of empirical analyses to examine the impacts of two types of acquisition modes (i.e. the gift acquisition mode and customer referral) on customer behavioral loyalty.

Gift acquisition has a negative effect on customer behavioral loyalty, as measured by the dropout probability, consumption amount and consumption frequency. Furthermore, this negative relationship could be weakened if the customer is referred by an existing customer.

Although prior studies have investigated the effectiveness of some acquisition modes in terms of customer loyalty, customer acquisition through the provision of gifts, which is widely implemented in marketing practice, has not been well investigated. This study addresses this research gap and identifies the joint influence of acquisition modes on customer behavioral loyalty, further enriching our knowledge of the effectiveness of different acquisition modes.

The purpose of this paper is to understand the factors influencing content generation and community initiative in PESCs. Taking advantage of an emerging PESC – Xiaohongshu APP, the study identifies three antecedent resources, including customer-owned knowledge, harmonious passion to shopping and perceived information usefulness, that affect content generating and further community initiative.

Based on the service-dominant (S-D) logic model and resource integration related work, the authors proposed a conceptual framework empirically tested using data of a survey and the real content-generating behavior from 347 respondents.

This paper identifies three resource antecedents of content generating behavior with significant influence. Furthermore, there is a moderating effect of perceived information usefulness among these three resources, which echoes the concept of resource integration. Content generating has a significant and positive influence on community initiative.

First, the paper identified customer and platform resources promoting the prosperity of PESCs, enhancing the research on antecedents of community prosperity. Second, the paper empirically quantifies the process and outcome of resource integration conceptual model. Third, it enriches the understanding of C2C interaction by investigating the value creation process on PESCs. Moreover, findings in the study provide insights for community managers to improve the operation of PESCs.

In social media context, service failures become public domain, making them visible to vast audiences of customers who are virtually present. Thus, this study aims to discuss the roles of service failure type and management response on observers’ perceived helpfulness.

The authors conducted econometric analyses on a dataset incorporating 107,984 reviews and 34,641 management responses to negative reviews.

The results reveal that, for process failures, specifying a form of action (initiatives for solving the problem) is associated with more perceived helpfulness of reviews than accounts (explanation) or acknowledgments (recognition and acceptance), while responding to an outcome failure by providing an account is associated with increased perceived helpfulness of reviews.

For process failures, managers should make every effort to convince observers through specific actions that similar failures are less likely to occur in the future. For outcome failures, managers should strive to provide clear and fast explanations of the failure causes to restore observers’ evaluation of the firm’s capabilities.

The authors’ work extends sparse insights on observers and sheds new light on the effect of service failure type and response strategy on observers’ actual behaviors. The interplay between service failure type and response strategy provides guidance on how to use management responses to influence potential customers.

In recent years, a number of researchers have attempted to make an integration of sustainability with supply chain risk management. These studies have led to valued insights into this issue, though there is still a lack of knowledge about the mechanisms by which sustainability-related issues are materialized as risks in the supply chain management.

The paper aims to provide a comprehensive framework to evaluate the sustainability risk in the supply chain management mechanism. To do so, a novel approach using the double normalization-based multiple aggregation (DNMA) approach under the intuitionistic fuzzy (IF) environment is extended to identify, rank and evaluate the sustainability risk factors in supply chain management.

To provide comprehensive sustainability risk factors, this study has conducted a survey using interview and literature review. In this regard, this study identified 36 sustainability risk factors in supply chain management of the manufacturing firms in five different groups of risk, including sustainable operational risk factors, economic risk factors, environmental risk factors, social risk factors, and sustainable distribution and recycling risk factors. The results of this paper found that the poor planning and scheduling was the important sustainability risk in supply chain management of the manufacturing firms, followed by the environmental accidents, production capacity risk, product design risk and exploitative hiring policies. In addition, the results of the study found that the extended approach was effective and efficient in evaluating the sustainability risk factors in supply chain management of the manufacturing firms.

Three aggregation methods based on the normalization techniques are discussed. A DNMA method is proposed under intuitionistic fuzzy sets (IFSs). To propose a broad procedure for identifying and classifying sustainability risk factors (ESFs) in supply chain management. To rank the sustainability risk factor, the authors utilize a procedure for evaluating the significance degree of the sustainability risk factor in supply chain management.