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The authors' research examines how negative electronic word-of-mouth (e-WOM) alters focal customers' post-recovery justice perceptions and attitudes to determine their future behavior with the service provider. Specifically, this paper develops and tests a conceptual model to investigate how negative e-WOM alters focal customers' perceptual and attitudinal outcomes after the service recovery experience. It also examines the post-recovery effect of negative e-WOM on focal customers’ willingness to patronize the service after their recovery experience.

To test the hypotheses, two pretests and two experimental studies with created scenarios in the retail context were conducted.

The authors' findings reveal that services are judged during and well beyond failure and recovery occurrences. To maintain a loyal customer base, service managers should develop processes that address service complaints both within and beyond the service consumption stage. The authors also find that despite a favorable recovery, focal customers gravitate toward the failure experience and develop unfavorable attitudes toward the service provider, leading to likely defections.

The authors' research demonstrates the persuasive power of negative e-WOM at the post-service recovery stage, making a unique contribution to the service recovery literature. This research also contributes to the persuasive effect of negative e-WOM, demonstrating message context as a boundary condition of negative e-WOM effects. In general, the authors' work highlights the importance of understanding the psychological processes involved in eliciting the persuasive influence of negative e-WOM in the post-service recovery stage that may lead to the defection of “so-called” successfully recovered customers.

The purpose of this paper is threefold. First, the authors investigate the influence of other customer perception (OCP) on focal customer’s service quality perception and service revisit intention in hotel services. Second, they examine whether negative effects of OCP can be managed through customer participation. Finally, they examine the effectiveness of CP as a strategy when individuals vary in terms of their need for uniqueness (NFU).

A 2 (OCP: favorable versus unfavorable) × 2 (customer participation: customer participation versus no customer participation) × 2 (NFU: high versus low) between-subjects experiment was conducted to collect responses. Analysis of variance and pre-planned contrast tests were carried out to test the hypotheses.

Customers who are exposed to unfavorable OCP reported low service quality evaluation and revisit intention. However, two-way interaction results supported that in unfavorable OCP situation, customers who are exposed to high customer participation have reported high revisit intention compared to those who are not exposed to customer participation. In addition, the three-way interaction effects indicate that customer participation may work as an intervention mechanism to reduce the negative effects of OCP to form favorable service quality perception and revisit intention only for customers with low NFU.

This is the first in its stream of studies examining the following research questions: “Can the negative effects of OCP be mitigated with the help of managerial intervention?”; and “Would a customer’s individual differences influence the effectiveness of such an intervention strategy?”

The purpose of this paper is to examine the effects of other customer perception (OCP) (Brocato et al., 2012) on focal customer’s service quality perception and revisit intention in high- and low-involvement services and the effect of customer’s need for uniqueness (NFU) as a boundary condition of the above relationships.

Following a theoretical methodology, hypotheses were developed to analyze the effect of OCP, service involvement and customer’s NFU. A 2 × 2 × 2 scenario-based experiment was designed. Multivariate analysis of variance (MANOVA) was used to test the hypotheses.

The analysis reveals that the presence of conforming (versus non-conforming) other customers improves service quality perception and revisit intention of focal customers in high-involvement services, but not in low-involvement services. However, the relationship between similarity perception and outcome variables does not hold good for high-NFU customers.

This study suggests that conforming and non-conforming other customers are critical in forming service quality perception of high-involvement services, and highlights the boundary condition of this relationship. If service managers take service involvement and individual differences into account, and strategize their service offering aligned to their target customers, influence of other customers can be managed more efficiently.

As this study is one of the first empirical studies to focus on the effect of OCP on service quality perception and examine its boundary condition, it contributes significantly to the body of knowledge. Future research directions are discussed and managerial implications are proposed.

The COVID-19 pandemic interrupts the supply chain of products around the world. The supply chains of beauty and personal care products in Bangladesh are also heavily interrupted during this pandemic. While these products are perceived as essential by mass people, retailers are struggling to get the supply of the products and maintain a smooth delivery to the people. Considering such facts, the purposes of the study are to identify how the supply of retailers of these products is interrupted and how they can overcome the interruptions to ensure supply resilience.

A case study method has been used in this study. The data has been collected through interviews from 16 retailers of beauty and personal care products.

The results show that the supply of retailers of beauty and personal care products is interrupted in several ways. These include product shortage, limited delivery service, interruption of supplier payment, limited credit facility and irregularity in product delivery. To minimize the impacts of the interruptions and enhance supply resilience, retailers can undertake several strategies including intensive interactions and developing cooperation with the distributors and manufacturers, ordering bulk quantity, formulating an adjusted credit ratio and focusing on product availability over brand preference.

The context of this study is limited to the beauty and personal care products of Bangladesh. Further study can be conducted in other countries and also supply chains of other products to enhance the generalizability of the findings of this study.

Supply interruptions are identified, and strategies are suggested to ensure the supply resilience of retailers of beauty and personal care products. If proposed strategies are implemented by retailers of these products, supply interruptions can be minimized.

The study contributes to the knowledge of the retail supply chain during a pandemic. It also contributes to the supply management and resilience of retailers. As the context is a developing country, the study also contributes to the literature on developing countries.

The aim of this study is to examine the role of level of failure severity and recovery efforts in customer response behavior. Specifically, the paper investigates how severity of failure influence the relationship between recovery efforts and outcome variables of recovery disconfirmation, satisfaction, loyalty and negative word‐of‐mouth.

A 2×2 between subjects experimental design was carried out. Written scenarios were used to manipulate the level of severity and recovery efforts. Responses were collected from 103 participants on pre‐validated scale measures.

The results of the study yield significant findings of impact of failure severity and recovery effort on dependent variables in the Indian context. The findings indicate significant interaction effects on satisfaction, loyalty and negative word‐of‐mouth.

Prior studies on failure and recovery have mostly kept failure constant even though the magnitude of failure can range from low to high. This study examines the effect of level of failure severity and recovery efforts in customer response behavior. Further, this study extends prior research in recovery by investigating the variables of interest in the eastern cultural context such as India.

The purpose of this paper is to investigate the mediating role of person-job (P-J) fit on the impact of organizational resources (training and service technology), and a personal resource (customer orientation) on frontline bank employees’ job performance and turnover intentions.

A large-scale survey of 530 frontline employees of a national bank in New Zealand serves as the study setting.

Among others, results show that P-J fit fully mediates the impact of training on turnover intentions and job performance.

The cross-sectional nature of the study does not allow causal inferences. Therefore, future studies should adopt longitudinal designs.

Management should be careful in planning and providing organizational resources to frontline employees to enhance their perception of P-J fit. Also investing in the recruitment and selection of customer-oriented frontline employees would be a prudent course of action.

Empirical research in the banking services literature pertaining to the mediating role of P-J fit is scarce. There is also a lack of research regarding the interaction between personal and organizational resources resulting in complementary or supplementary effects on frontline employees’ fit perceptions. This study fills in the void in both areas.

The purpose of this study is to analyze the thermo-diffusion process in a semi-infinite nonlocal fiber-reinforced double porous thermoelastic diffusive material with voids (FRDPTDMWV) in light of the fractional-order Lord–Shulman thermo-elasto-diffusion (LSTED) model. By virtue of Eringen’s nonlocal elasticity theory, the governing equations for the considered material are developed. The free surface of the substrate is governed by the inclined mechanical load and thermal and chemical shocks.

With the aid of the normal mode technique, the solutions of the nondimensional coupled governing equations have been obtained.

The expressions of field variables are obtained analytically. By using MATHEMATICA software, various graphical implementations are presented to describe the impacts of angle of inclination, fractional-order and nonlocality parameters. The present model is also validated on the basis of some comparative studies with some preestablished cases.

As observed from the literature survey, many different studies have been carried out by taking into account the deformation analysis in nonlocal double porous thermoelastic material structures and thermo-mechanical interaction in fiber-reinforced medium under fractional-order thermoelasticity theories. However, to the best of the authors’ knowledge, no research emphasizing the thermo-elasto-diffusive interactions in a nonlocal FRDPTDMWV has been carried out. Moreover, the effect of fractional-order LSTED theory on fiber-reinforced thermoelastic diffusive half-space with double porosity has not been illuminated till now, which significantly defines the novelty of the conducted research.

According to a report by the Afghan embassy in Delhi, refugees from Afghanistan, estimated at around 30,000 families, have, over the past two and a half decades, fled from their home towns due to large-scale conflicts, seeking safety in India's capital city. Many outsiders call Delhi home, but the Afghan people can claim a special relationship with India and her capital. To understand why, we must recall the history, both the ancient and the modern, of the two nations. There are nearly 11,000 Afghan refugees registered with the UNHCR in India, mainly living in Delhi and bordering areas. The refugees in Delhi face considerable hardships and difficulties. The Indian government and UNHCR should make it a priority to protect these Afghan refugees. While recognition of UNHCR-recognized China and Afghan refugees is greatly appreciated, the Indian government must be sensitive and sensitize others about their situation in Delhi and ensure timely attainment of recognition, registration, residential permits and exit permits without unnecessary cost or delay or corruption. The resettlement program must also be expanded and prioritized for Afghan refugees living in Delhi, particularly within large resettlement countries such as the US without any discrimination based on culture, language or religion. Without adequate and timely protection mechanisms and proper community support structures in place, the protection and assistance to the vulnerable section of society would be hard to attain and resolve.

This research explores sustainable competitive advantage (SCA) in heritage tourism, focusing on authenticity, cultural preservation, and visitor experience. It examines the role of data in transforming visitor experiences through personalization, marketing insights, and predictive analytics. This chapter also examines the impact of technology, such as mobile applications, augmented reality (AR), and virtual reality (VR), on heritage tourism experiences. It emphasizes the importance of balancing modernization and cultural preservation, emphasizing ethical considerations and safeguarding heritage site authenticity. This chapter also highlights the significance of sustainability in heritage tourism, including eco-conscious practices, community engagement, and resource allocation. It discusses feedback mechanisms, documentation of cultural and historical assets, and heritage preservation as fundamental elements in SCA. The research encourages collaborative innovation within the heritage tourism domain, encouraging academics and industry professionals to explore emerging research topics. This chapter advocates for a future where heritage tourism offers unparalleled and sustainable experiences while safeguarding and celebrating the enduring treasures of the past.

This study aims to examine the role of message appeals (concrete vs abstract) posted by greenfluencers in determining their behavioral intention toward the sponsored sustainable product. This study examined the underlying mechanism of message authenticity and product sustainability image in this relationship. This study also investigated the boundary condition of product type (utilitarian vs hedonic) in the effect of sustainability message appeal on purchase intention.

Four studies were carried out. One field experiment on Facebook and three scenario-based online experiments were conducted to test the proposed relationships.

This study found that a concrete message appeal results in a higher purchase intention of the promoted product than an abstract message appeal. This effect is a result of message authenticity and product sustainability image. Furthermore, product type moderates the impact of message appeal on behavioral intention via message authenticity and product sustainability image.

This study contributes to the literature on influencer marketing, sustainability communication and the persuasion process.

This study’s findings provide insights for greenfluencers and firms that leverage greenfluencers to promote their sustainable products on social media. Specifically, it lays out how the sustainability message should be framed to be persuasive.

This study findings offer novel insights for greenfluencers and firms in developing effective message strategies to promote sustainable products on social media.