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The development of self-service technologies, while intended to better serve customers by offering them autonomy, has created situations in which individuals may require additional help. The purpose of this paper is to explore perceptions of chat as an assistance channel, to identify its perceived role in a customer service environment.

In all, 23 semi-structured interviews held with both chat and non-chat users assessed perceptions of chat in an assistance encounter. A thematic analysis was used.

The findings highlight a paradoxical perception of chat in a customer assistance context. On the one hand, customers perceive live chat as mainly beneficial in a customer service context, alleviating embarrassment, perceived threats and potential dissatisfaction linked to assistance requests. On the other hand, the elusive nature of a chat conversation interlocutor (human or artificial) adversely affects how customers interpret assistance from companies.

This research underscores the perceived threats of assistance encounters and shows the ambivalent role of chat in such a context. It also highlights chat’s specific features that make it a relevant medium for assistance requests.

This study helps companies better understand customers’ perceptions of assistance requests and chat in that context. Companies can use the findings to develop better ways to address assistance needs and offer transparent and fully personalized human chat to provide an inclusive service.

This paper highlights the ambivalent role of chat as an assistance channel, easing assistance requests but also entailing a potential negative spillover effect, when negative chat perceptions of an artificial interlocutor have consequences.

The purpose of this paper is to explore theoretical connections between the cognitive consequences of power on self-perception and the behaviours of leaders.

A systematic literature review was carried out to investigate the psychological consequences of power in terms of self-perception, perspective taking abilities, emotions and behaviours. The literature reviewed is further integrated in a theoretical model, and a series of propositions suggesting a relation between power, perspective taking, self-construal and leadership are introduced.

This paper argues that power creates both temporary and enduring cognitive changes that transform the way individuals assimilate and differentiate their self from others. This transforms the way individuals in power behave as leaders, as well as followers. Individuals’ self-construal and perspective taking seem to play a mediating role in determining the behaviours of powerful and powerless individuals. This relation is moderated by organizational culture and structure, as well as personality traits.

Further research is needed to test these propositions, including the existence of cross-cultural differences in the power – self-construal relation, and the consequences of holding different types of power on an individual's self-construal. For employees and consultants working in organizational development and organizational change, understanding the potential consequences of power in terms of self-perception will improve the understanding of promoting individuals to higher positions. The present research also bears implications for scholars interested in understanding cross-cultural and gender differences in leadership.

This conceptualization of self-construal as an interface between power and leadership reconcile the individual dynamics of trait theories of leadership and the environmental positions of situational theories of leadership. The paper discusses elements considered critical for design of leadership programs in the workplace, professional development and programs to shape the design of leadership.

Limited research has examined the segment of ultra-high-net-worth individuals (UHNWIs). This study aims to explore how this segment self-presents with regard to luxury on Instagram.

We use a qualitative research approach to content-analyze 815 publicly available photos on Instagram. The analytical approach involves multiple stages and yields three key themes.

Through Instagram images, UHNWIs engage in inconspicuous consumption via subtle displays of luxury possessions and more cues that indicate luxury experiences, power and social connections. The results further identify four dimensions of self-presentation in luxury consumption on social media: ostentatious, humble, revealed and hidden.

The study adopts an inductive approach to identify themes related to UHNWIs’ self-presentation on Instagram. Other research could adopt a quantitative approach to identify drivers of the various themes. In addition, the unit of analysis was the photo posted by the UHNWI rather than the UHNWI himself or herself. Further research might explicitly consider the overall profile of each UHNWI and their holistic approach to posting with a view to developing a typology of UHNWIs based on the way they self-present and portray their luxury consumption.

Luxury marketers should focus on inconspicuous products and experiences that allow the UHNWIs to decelerate and spend time with their loved ones, access rare experiences and demonstrate power via their networks.

We extend prior research on self-presentation on Instagram. The authors focus on UHNWIs, a neglected yet significant segment of the luxury market.

The purpose of this paper is to investigate the effect of response bias and target gender on detecting deception.

Participants were randomly assigned to one of three experimental conditions: a stereotype condition (bogus training group), a tell-signs condition (empirically tested cues), and a control condition. Participants were required to decide whether eight targets were lying or telling the truth, based upon the information they had been given. Accuracy was measured via a correct or incorrect response to the stimuli. The data were then analyzed using a 2×2×3 mixed analysis of variance (ANOVA) to determine whether any main or interactional effects were present.

Results revealed training condition had no significant effect on accuracy, nor was there a within-subject effect of gender. However, there was a significant main effect of accuracy in detecting truth or lies, and a significant interaction between target gender and detecting truth or lies.

Future research should seek a larger sample of participants with a more extensive training aspect developed into the study, as the brief training offered here may not be fully reflective of the extent and intensity of training which could be offered to professionals.

Within the criminal justice system, the need for increased accuracy in detecting deception is of critical importance; not only to detect whether a guilty individual is being deceitful, but also whether someone is making a false confession, both to improve community safety by detaining the correct perpetrator for the crime but also to maintain public trust in the justice system. The present research provides a fresh insight into the importance of training effects in detecting deception.

The purpose of this paper is to examine the influence of various sources of negative electronic word-of-mouth (eWOM) and negative personal word-of-mouth (pWOM) on trust in the Word-of-mouth (WOM), attitude toward the service provider and purchase intention.

Data were gathered from 336 Moroccan workers who responded to an online survey.

Results show that negative pWOM is more influential than negative eWOM in the form of written Facebook testimonials, written review site testimonials and written testimonials on a corporate website. However, there is a relative ranking of importance among eWOM sources, with review site testimonials found to be more influential than either Facebook or corporate website testimonials.

This work responds to a call for research on differences and similarities between pWOM and eWOM. The findings extend understanding of the relative influence of negative pWOM and negative eWOM.

The results of this study provide guidance to service marketers in terms of strategies for deflecting negative WOM and allocating service recovery resources.

This study is the first to compare the relative influence of negative pWOM and eWOM in service consumption.

The purpose of this paper is to explore the application of advertising variation and repetition strategies in the context of communicating about social issues in least developed countries (LDCs).

Study 1 used a between-subjects experimental study using 106 students which were exposed to either the varied advertising condition (a negative appeal followed by a positive appeal or vice versa) or repetition condition (two negative appeals). In Study 2, a total of 111 students from Tilburg University and 95 students from Addis Ababa University participated in the study. A random ordering of experimental envelopes assigned the students to one of the following message order conditions (negative appeal–positive appeal, negative appeal–negative appeal, positive appeal–positive appeal and positive appeal–negative appeal).

Study 1 shows that for many social issues, an advertising variation strategy (a negative appeal followed by a positive appeal) is more effective than an advertising repetition strategy (two negative appeals) in terms of recall. Study 2 builds on these findings by differentiating between taboo and non-taboo issues. This distinction is important because many social issues, such as HIV, domestic violence and child abuse, for instance, are taboo in LDCs. Interestingly, the findings of Study 1 are reproduced for non-taboo issues but not for taboo issues. If an issue is a conversational taboo in a certain culture, then an advertising repetition strategy that only uses positive appeals is more effective than an advertising variation strategy.

The use of students as participants may be a limitation of both studies. Because the reactions of students to specific message appeals may be age-related, concerns regarding the generalizability of the findings are justified.

Overall, the results of this paper provide useful information to social advertisers on when and how to use different types of advertising strategies in LDCs.

The following list is a first attempt to catalogue and describe systematically the British Museum's extensive holdings of early opera librettos and related plays. The great importance of these unpretentious booklets as supplementary and, more often than not, even primary sources for the history and bibliography of dramatic music, besides or instead of the scores, was already clearly recognized in the eighteenth century by Dr. Burney and other scholars. But it is only since 1914, the year in which O. G. T. Sonneck's Library of Congress Catalogue of opera librettos printed before 1800 appeared, that their documentary value could to any greater extent be put to general use in international musicological research. A similar bibliography of the British Museum librettos, while naturally duplicating many Washington entries, would produce a great number of additional tides, not a few of them otherwise unrecorded; it would provide the musical scholar with the key to a collection unequalled elsewhere in Europe, which owing to the peculiar nature of the material is not easily accessible by means of the General Catalogue.

With the increasing level of competition in many competitive environments, a body of research regards the ability to formulate and implement a formulated strategy as an equally important source of competitive advantage. The rate of change in both internal and external environments of manufacturing firms is increasing, which necessitates that increased attention be paid to strategic planning and strategy formulation. This paper reviews the concepts of strategy, strategic planning and strategy formulation. It then discusses the common strategy determinants and describes the characteristics of several planning frameworks and methodologies. A conceptual synergy model for strategy formulation is proposed, and its features and characteristics are presented along with a discussion of its applicability in manufacturing enterprises.