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Drawing on the social presence theory, this study aims to explore how supplier–customer social media interactions influence supplier observers’ trust in the customers and what mechanisms contribute to variation in trust experience.

A total of 36 semi-structured interviews were conducted with Chinese suppliers using WeChat for business-to-business interactions. Data were analyzed in three steps: open coding, axial coding and selective coding.

Findings reveal that varied trust is based not only on the categories of social presence of interaction – whether social presence is embedded in informative interactions – but also on the perceived selectivity in social presence. Observer suppliers who experience selectivity during social and affective interactions create a perception of hidden information and an unhealthy relationship atmosphere, and report a sense of emotional vulnerability, thus eroding cognitive and affective trust.

The findings contribute new understandings to social presence theory by exploring the social presence of interactions in a supplier–supplier–customer triad and offer valuable insights into business-to-business social media literature by adopting a suppliers’ viewpoint to unpack the mechanisms of how social presence of interaction positively and negatively influences suppliers’ trust and behavioral responses.

The purpose of this study is to examine the sociocultural implications of caring for persons with COVID-19 in a developing country context.

In total, 156 nurses participated in the study. Stratified random sampling methodology was used. Data were collected via online self-administered questionnaire. Descriptive and inferential statistics, including ANOVA tests were done.

Nurses experienced stigmatization, discrimination and reduced income. Nurses functioned on the frontline during the COVID-19 pandemic and encountered negative sociocultural experiences from a personal, social and professional perspective. ANOVA showed statistically significant relationships between the conflicts between their work role, family commitments and level of physical interactions with a number of variables.

Data were collected from one Regional Health Authority and may not be representative of the national population of nurses. Further, as the researchers depended on gatekeepers to access participants, the recruitment process may not have been entirely based on randomization as originally agreed.

The findings from this study can be used as a framework to develop context specific programmes and policies to support health professionals, including nurses.

Pandemics, while not new, contribute to serious sociocultural challenges for individuals and families, as well as nurses, as part of their professional roles. In this regard, maintaining effective social networks must be central to effective functioning in crisis situations, such as pandemics.

Nurses have played a key role, working both to identify, isolate and manage those with COVID-19 and supporting those who have non-COVID-19 related health needs. While nurses have been at the forefront delivering care in these uncertain times, doing so puts them at great risk, for not only contracting COVID-19 but also for experiencing negative psychosocial effects that may be due to the nature of their jobs.

As internet dividends are gradually disappearing, loyalty programs have become the panacea for monetizing traffic, attracting new customers and retaining existing customers. Improving their effectiveness has thus become key to enterprises’ market competitiveness. However, member customers’ hedonic adaptation to this relationship strategy undermines its effectiveness. Based on the hedonic adaptation theory, this study aims to analyze the process of member customers' hedonic adaptation to preferential treatment in loyalty programs and explore the boundary conditions of alleviating this effect.

This study surveyed 271 member customers in China and tested the hypothesized relationships using structural equation modeling and multigroup analysis.

Preferential treatment suffers from hedonic adaptation to member customer engagement and customer gratitude, and customer tenure is a key condition for these effects. Customer gratitude is an intermediary mechanism that explains the hedonic adaptation effect of preferential treatment to member customers engagement. In addition, the structural characteristics of loyalty programs form the boundary condition that alleviates hedonic adaptation. The authors found that high-tier and -payment strategies are more likely to mitigate hedonic adaptation of preferential treatment to customer gratitude.

This study elucidates the factors that influence the effectiveness of preferential treatment and provides constructive insights into customer relationship management and for improving enterprise performance.