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Drawing on and extending the socially embedded model of thriving, this paper aims to investigate how and when customer participation promotes hospitality frontline employees’ engagement in extra-role service behavior.

A two-wave questionnaire survey was carried out among frontline service employees and their immediate supervisors in a four-star business hotel in Eastern China. Path analysis using Mplus 8.3 examined a multilevel moderated mediation model.

Customer participation has a positive effect on frontline employees’ experience of thriving, which in turn promotes their engagement in extra-role service behavior. Nevertheless, supervisors’ negative affect weakens the positive effect of customer participation.

Hotels could implement employee assistance programs, arrange training on emotional regulation and positive psychology and create a fun work environment to help alleviate supervisors’ experience of negative affect so as to lessen its adverse effect on frontline employees’ perception of customer participation.

First, this work is one of the few studies exploring how customer participation affects frontline employees’ well-being (in terms of thriving) and extra-role service behavior, which advances extant value co-creation literature. Second, the moderating role of supervisors’ negative affect enriches the limited understanding of when customer participation might not bring firm benefits. Third, by uncovering customer participation as an antecedent of employee thriving, this study extends thriving research that only attends to contexts located within organizations.

Although the effects of the empty nest syndrome on mental health have long been examined, middle-aged empty nesters were generally at the focus of this examination. However, the number of older empty nesters, namely, empty nesters 60 years old or above, is expected to increase as the population is aging. Therefore, the purpose of this review was to examine previous studies concerning mental health outcomes specifically among older empty nesters and to identify major contributors to their mental health.

The authors conducted a scoping review by following the preferred reporting items for systematic reviews and meta-analyses (PRISMA) extension for scoping reviews guidelines.

A total of 18 studies selected for this review had been all conducted in Asia. A majority indicated that older empty nesters were at higher risks of poor mental health than their peers who were not empty nesters. Major contributors to their mental health included gender, education, income, living arrangement, health behaviors, personality, coping styles, resilience, a sense of coherence and social support.

To the best of the authors’ knowledge, this is the first scoping review which concerns older empty nesters and their mental health outcomes. This review offers recommendations for researchers, policy makers, and healthcare providers based on the findings and knowledge gaps in the current literature.

The purpose of this paper is to contribute to the special issue theme by exploring customer response to automated relationship management tactics on social media channels.

A total of 17 in-depth interviews of young adults, ranging from the age of 19 to 26, were conducted. From this, customer journey maps were compiled incorporating socialbots as a valuable touch point along the service delivery cycle.

The research frames the socialbot as a valued customer service agent to young adults with some favouring this over telephone and email communication methods. Younger consumers respond positively to the quick resolution offered by the socialbot mechanism with most acknowledging that the bot is only able to manage simplified requests. Human-to-human customer relationship management is preferential when the query reaches critical mass.

Socialbots on Facebook Messenger provided the research context for this study; therefore, other platforms and owned website bots should be considered in future studies.

This research identifies the younger generation as a key target market for the development of customer service-related bots.

To the best of the authors’ knowledge, this is the first study to examine the socialbot as an automated touch point in the customer journey and contributes knowledge to the growing body of literature focussed on artificial intelligence in customer service. Moreover, it provides valuable qualitative insights into how socialbots influence the customer experience and related outcome measures.

Points out that the decline in international economic differentials makes country effects less important and sector effects more important in managing equity funds; but that there is little research on sector and sub‐sector specific risks. Presents a study of sector and sub‐sector volatility in the UK 1967‐2000, explains the methodology, plots the lagged 12‐month moving average of the annualized standard deviation for market, sector and sub‐sector returns; and relates it to economic events and the US pattern. Analyses further and finds that most of the time series variation in total variance is due to changes in market and sub‐sector variance. Compares the volatility of individual sectors and discusses the implications for portfolio risk and diversification. Considers consistency with other research, the underlying reasons for the findings and opportunities for further research.

The study principally aims to investigate the relationship among work–life balance (WLB), job satisfaction (JS) and employee commitment (EC) among the railway staff by integrating the social exchange theory (SET). The study also explores JS as a mediator in the context of the new normal.

A mixed-method sequential explanatory design was utilized for this study. The research instrument was administered to 533 railway employees, using purposive sampling to ensure reliability and validity. Structural equation modeling (SEM) was employed to analyze the quantitative data and measure mediation effects. Additionally, 15 interviews were conducted with employees from three job positioning groups (A, B and C) to gain further insights into commitment-related concerns.

The study found that WLB and JS positively influenced EC, with JS acting as a mediator between WLB and EC. Furthermore, factors such as fostering friendships among colleagues, effectively managing work–life integration and recognizing the importance of job roles were identified as crucial in enhancing the relationship between WLB and EC.

The study includes SET to examine the social exchange process while considering WLB benefits as a reward from the employer and EC as the outcome of this reward. This study contributes by examining the effects of COVID-19 on the railway industry and EC. The mixed-methods sequential explanatory design gave a comprehensive understanding of the relationships between WLB, JS and EC. The study’s implications highlight the importance of implementing supportive policies, such as flexible work schedules and a supportive organizational culture, to enhance employee commitment and reduce attrition rates. The study emphasizes the significance of prioritizing employee well-being to achieve organizational goals and enhance organizational commitment.

This paper aims to examine the effect of financial technology on cash holding in Nigeria.

The authors use Pesaran et al.’s (2001) autoregressive distributed lag (ARDL) bounds test approach to cointegration to estimate the long-run relationship between four direct measures of financial technology (automated teller machine [ATM], Internet banking [IB], point of sale [POS] and mobile banking [MB]) and cash holding.

The authors find the presence of long-run negative relationship between cash holding and the four direct measures of financial technology.

Despite the negative effect of financial technology on cash holding, the descriptive results highlight increasing trajectory in cash holding. This suggests that structural factors such as ethical climate, literacy level, household characteristics, currency denomination structures, economic uncertainty and infrastructure deficit may account for the pervasive cash transactions in Nigeria and not necessarily the unwillingness of economic agents to use digital platform for financial transactions.

This study contributes to existing literature by augmenting the money demand function to accommodate direct measures of financial technology in examining the effectiveness of the policy on cash holding in Nigeria.

While often considered a low incidence disability, traumatic brain injuries (TBIs) among students are anything but low incidence occurrences. Furthermore, educators are often at times not made aware that a student is injured; when informed, the information provided is generally limited or incomplete at best leaving educators unsure regarding what is needed for the student. In this chapter, information on TBI and its effects on students is provided. We also explore the history of inclusion, mechanisms for service delivery, accommodations and modifications for injured students, and transitioning and reintegrating students post-injury. Lastly, we provide a review of common barriers to service delivery and offer both proactive and reactive strategies to overcome those barriers.

The purpose of this study is to explore and present a clear overview of innovation topics during the first year of the COVID-19 pandemic, and then organise these topics into various analyses.

The authors use multiple language analysis methods, such as text mining and latent Dirichlet allocation topic modelling, to address the research questions. A total of 440 news articles are analysed using Python and Google Colaboratory tools.

The analysis identified 20 innovation topics, highlighted sector-specific analyses and proposed phases of innovation. The authors suggest that each sector develops unique patterns and forms of innovation for long-term benefits and further research. This study expands upon existing literature on innovation and crisis at a theoretical level by incorporating an actor as the agency.

Based on the findings, the authors conclude that the COVID-19 pandemic has prompted businesses to adopt dynamic capabilities. Furthermore, the authors provide several strategic recommendations for addressing the pandemic in the developing context. The study discusses the roles of policymakers, business practitioners and academia in this context as well.

Very few studies specifically explore and identify forced innovation topics in emerging countries during the pandemic. There has been no review of forced innovations implemented in Indonesia using news media as a source. Additionally, this study presents the trajectory of innovation during the time of crises.

This paper aims to identify psychosocial, demographic and health risk factors associated with depression in older people.

A correlational study with 281 independent and autonomous persons of the community over 60 years old from Bogotá was conducted. The three instruments used to measure the variables included in the data analyses were Demographic and Health Data Questionnaire, Short version of 15 items of Geriatric Depression Scale (GDS) and Montreal Cognitive Assessment Test (MoCA).

Fifteen percent of the participants presented depression. Depression was associated with different demographic, low social support and health factors in this population group and was particularly high in women. Being a woman with poor social support networks and a previous history of depressive episodes should be considered as determining factors within a clinical risk profile for depression in older adulthood. It is essential to design prevention strategies focused on women and on the development of better social support in old age.

Depression is a prevalent and highly disabling disease, when it is suffered by an older person it is associated with higher mortality, functional dependence, poor physical health, worse quality of life indicators and psychological well-being. In the elderly, the clinical diagnosis of depression is difficult, as it has a high comorbidity and is often confused with other health conditions prevalent during older adulthood.