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In the present study, we examined how effectively online travel agencies (OTAs) handle negative e-word-of-mouth on social media platforms like Facebook, Twitter, and Instagram. We collected data from 497 participants using survey method. To test the hypotheses formulated from the existing literature, structural equation modeling was adopted in this study. The results from structural equation modeling indicate effective handling of the negative e-word of mouth (e-WOM) on social media websites significantly affects customer satisfaction and repurchase intention. The current research work provides insight into social media recovery efforts and service fairness when handling negative e-WOM. The study recommends that customers can distinguish the differences between general efforts and adaptive complaint-handling efforts, and dissimilarities may influence satisfaction, repurchase intentions, etc. Although empathy, apology, responsiveness, and paraphrasing are considered pioneer strategies in complaint handling, customers' negative e-WOM, and firms' recovery management, but the current study is among a few to categorize OTAs' handling of negative e-WOM and complaint handling efforts in the social media environment.

This chapter examines how information and communication technology (ICT) initiatives affect customers’ everyday routines with an emphasis on how electronic word of mouth (eWOM) affects their purchasing decisions and determines if eWOM might serve as a useful trust factor when making purchasing decisions. This chapter is based on both primary and secondary data and examines how eWOM affects customers’ buying decisions in this era of increasing social media platform usage. One hundred individuals from various regions of Karachi provided the primary data, collected through an online survey. Secondary data are also employed, such as details from business websites, scientific papers, and other related publications of businesses. In Karachi’s developing digital market, it was discovered that eWOM via social media used to have a substantial impact on consumers’ shopping habits. The effectiveness of social media content depends greatly on how appropriate it is for the intended audience. Social media marketing doesn’t quite simply aim to improve consumers’ impressions or directly advertise things. It also entails maintaining and fostering relationships between businesses and prospective customers. According to the research, consumers’ recommendations and ratings of goods and services made on social media, whether through eWOM or another channel, influenced their decisions to buy. Customers consider social media to be trustworthy when making decisions about what to buy. Customers are currently adopting social media as opposed to more conventional means to learn about new products. Most customers believe that eWOM from social media greatly affected their shopping choices, according to the results of the study.

Blogs are websites that contain posts about a wide range of topics, often written by fashion enthusiasts referred to as bloggers. With the increasing prevalence and popularity of digital media and social media, fashion bloggers help to attract business and influence and engage various stakeholders, especially customers. The present exploratory study provided valuable insights regarding fashion consumption, preference, and buying behavior of young women consumers of metropolitan cities of India like Delhi, Hyderabad, Bangalore, Pune, and Mumbai. The study was conducted under the domain of exploratory study. Snowball and Purposive random sampling techniques were employed to identify and reach respondents of both categories – women consumers and bloggers. A conscious attempt was made to include women from different demographics such as age, marital status, income, area of residence, employment status, etc. Primary data were collected with the help of questionnaires. The findings of the research revealed bloggers through their blogs are the new trendsetters and influence fashion adoption, especially by the young social media savvy consumers. Their blogs impact public perceptions of fashion and sometimes are precursors of new fashion trends. The findings of the study interestingly brought forth the fact that millennial women buying decision is significantly influenced by fashion blogs for the purchase of clothing and accessories. The findings also clearly indicated that blogs significantly influenced respondents’ attitude toward the purchase of branded merchandise. Fashion bloggers besides providing information and inspiration to the blog readers, also at times assist and/or give consultation to their followers.

Those involved in the criminal justice system are very often some of the most marginalised in society and can have some of the most complex needs. Likewise, there is little in the literature on the use of peer support in prison. We begin the chapter by drawing on the literature to examine some of the outcomes associated with peer work in the criminal justice system. The change in identity that marks the desistence process is articulated throughout this chapter. Drawing on his experience of working as a peer in the prison setting, David brings some of these abstract concepts to life.

Worldwide academia is going through a major transformation because of Open Science and Recognition and Rewards movements that are linked to big societal challenges such as climate change, digitalization, growing inequality, migration, political instability, democracies under threat and combinations of these challenges. The transformations affect the human resource management (HRM) and talent management of universities. The main focus of this chapter is on collaborative innovation and the way universities participate in coalitions and strategic alliances on national and international levels. These platforms not only discuss the transformations and support the academic changes but also act as talent pools and talent exchange. This chapter provides an overview of the current state of affairs with respect to Open Science and Recognition and Rewards in academia. Next, a theoretical foundation is presented on the concepts of collaborative innovation, coopetition and HRM innovation in general. The leaders or leading organizations in the HRM innovation models often can’t make it happen on their own, in particular in highly institutionalized contexts such as academia. The legitimacy of transformations requires coalitions of the willing and therefore strategic alliances on different levels. The coalitions in academia can also contribute to academic talent management through sectoral transformations (see Recognition and Rewards) and through the way these coalitions operate.