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This study aims to use cognitive appraisal theory to explain how organizational disruption influences the development of envy resulting in unethical selling practices, turnover intentions and a reduction in customer orientation that causes disruption to impact customer relationships. This research helps to address drivers of salesperson envy, the potential disruptions to customer relationships and the required need to invest in psychological resources to offset these negative effects.

A total of 211 salespeople were surveyed to test the hypotheses. First, the measurement model was validated using a confirmatory factor analysis. Next, the hypotheses were tested using structural equation modeling AMOS 27. Mediation and moderated mediation were tested using the bootstrap method. Estimands were created within AMOS to test the indirect and interaction effects in the full model. A post hoc analysis further informed the findings.

The results show that the development of envy increases under conditions of organizational disruptions, leading to potential customer disruptions through turnover intentions, unethical selling behaviors and a reduction in customer orientation. In addition, the mediation analysis shows that envy drives the relationship between organizational disruption and unethical selling, turnover intentions and customer orientation through fully mediated relationships. Finally, the interaction effects between organizational disruption and psychological capital show high levels of psychological capital help to decrease the development of envy, thus reducing unethical selling behaviors and turnover intentions while increasing customer orientation.

The study provides practitioners with insights into how to reduce envy by investing in the psychological capital of their salesforce. The study also provides suggestions for handling disruptions and managing envy to prevent actions that act to damage customer relationships.

Salespeople are likely to encounter organizational disruption. Sales managers need to be prepared to manage the outcomes of organizational disruption as it impacts the sales force. Understanding how disruptions impact customer relationships through envy is an important yet under-explored topic. This research adds to and expands the sales literature using cognitive appraisal theory to help address drivers of salesperson envy and its potentially negative impact on customer relationships and shows the required need to invest in psychological resources to offset these negative effects. The study also helps expand the recent focus on worldwide disruptions by adopting another context for disruption stemming from organizational disruption.

This study aims to identify the impact that Machiavellianism, narcissism and psychopathy tendencies have on avoidance and revenge-seeking after a service failure. The research examines the role that negative affect and desire for revenge play in aggressive behaviors by consumers.

The study uses a survey research methodology. The measurement model is validated using CFA, and hypotheses are tested using structural equation modeling. The mediated and serially mediated relationships are calculated using the bootstrap method by creating estimands to test the effects.

Machiavellianism is less likely to drive avoidance and negative affect, reducing desire for revenge, negative word of mouth and vindictive complaining. Those with narcissism tendencies are likely to develop a negative affect and a corresponding desire for revenge after the failure only if negative affect is developed. Consumers who exhibit psychopathy tendencies are likely to seek out revenge directly.

Each Dark Triad tendency influences consumer avoidance and revenge-seeking in different ways when a consumer’s goals are impeded. Companies can focus on service recoveries differently based on the types of tendencies of consumers engaging in avoidance and revenge-seeking.

The individual paths from Machiavellianism, narcissism and psychopathy tendencies to avoidance and revenge-seeking are developed and analyzed. Further distinctions between each Dark Triad tendency aids service providers in addressing and preparing for these consumer behaviors.

The unique employment status of gig workers as independent contractors and their impact on consumers provide an important opportunity for the current research to understand gig workers' perceptions of their employment and how that affects job performance outcomes. These gig workers serve as the frontline service providers for platforms like Airbnb hosts, Lyft drivers and Wag walkers performing customer-facing services. However, their status as gig workers, not traditional employees, presents challenges to platforms. The purpose of this research is to gain insights into the profiles of gig workers, examine the challenges platforms have in retaining high-performing workers and provide a research agenda on this important group of frontline service providers.

Incorporating variables deemed important in examining self-determination theory, a large-scale data collection via an online survey was administered, yielding 447 completed surveys. A two-step cluster analysis procedure was conducted to categorize sample respondents into four distinct groups.

Four groups emerged from the cluster analysis, labeled “Ambivalent Outsider,” “Competent Cog,” “Independent Insider” and “Committed Comrade.” The results suggest that there are significant differences across all variables and groups based on gig worker responses and self-reported customer satisfaction scores. The gig worker profiles developed are then utilized to formulate research propositions that are the basis for the research agenda presented.

The goal of many collaborative consumption platforms may be to hire Independent Insiders or Committed Comrades; however, that is difficult to attain with every hire. Thus, the segmentation results provide insights for companies seeking to hire, retain, and successfully motivate their workforce.

Given the freedom and flexibility afforded to gig workers, and the importance they have on the service experience for customers, understanding their own perceptions of employment and performance is critical to ensuring a positive experience for all parties. Research on collaborative consumption has largely focused on consumers or the management of freelance workers with only tangential applicability to gig work. This paper offers a comprehensive research agenda for gig worker management based on the typology of gig workers created.

The purpose of the study is to address the gap in understanding how the brand influences sales outcomes by focusing one’s attention on the salesperson perceptions of the brand and the salesperson brand selling confidence.

The study uses a cross-section survey of professional salespeople. SmartPLS was used to estimate the measurement model and test the hypothesized path relationships.

The study’s results indicate that salespeople who believe in the strength of the brands they represent are more likely to identify with the brand, are more confident in selling the brand and, overall, tend to perform better, have higher job satisfaction and are more committed to their companies.

This paper contributes to the sales literature by further exploring the relationship between the brand and sales function in the firm. This area has recently received academic attention but has not yet considered the mediating processes that connect the two areas. This study identifies perceptions of brand strength and brand selling confidence as mechanisms that mediate the impact of brand on sales outcomes.

This research paper aims to provide conceptual clarity for marketplaces within the lateral exchange market framework. The advances in digital technologies have been critical to the growth of new marketplaces and forms of exchange. While there are many different names and manifestations of these marketplaces, the common thread is they all require digital platform intermediation. These marketplaces are referred to by a variety of names and characteristics, and a clear consensus has yet to be achieved.

This research uses a conceptual approach rooted in the marketing literature.

This study differentiates and defines the sharing economy, collaborative consumption and access-based consumption, as well as introduces the concept of liquid ownership – all under the LEM framework. Defining characteristics for each marketplace are noted to present a consistent classification of the focal concepts for the advancement of research and theory.

As the number and types of lateral exchange marketplaces continue to grow, researchers need to have a clear delineation of the concepts. This research seeks to provide clarity on the disparate literature streams and introduces the concept of liquid ownership to allow for the advancement of research and theory surrounding these forms of consumption.

Understanding existing marketplaces is vital for online platforms as they develop new offerings and differentiate themselves in the marketplace. Additionally, opportunities for traditional businesses abound as they pursue new market opportunities and adapt to changing technologies. Thus, research questions concerning consumers and platform managers are presented.

This research contributes conceptual clarity on elements commonly associated with the sharing economy while expanding it to include elements found in LEMs. The concept of liquid ownership is also presented to reflect the evolving consumption landscape. Research opportunities and questions are provided to guide future scholarly work.

Although support exists for the effectiveness of treatment for personality disordered offenders there is limited knowledge about the processes underlying the therapeutic change. The purpose of this paper is to explore the treatment experiences of six male psychopathic offenders who attended a social skills treatment component implemented within a high-secure personality disorder treatment service.

Interview transcripts were analysed by the lead researcher (first author) using interpretative phenomenological analysis (IPA) who compared and contrasted findings to develop superordinate themes across the group. External auditing analysis was conducted by the second author.

Several themes were identified that may indicate the unique ways this client group experienced treatment. These related to the importance of “group cohesion” with treatment progression and shared learning experiences, the significance of “therapeutic alliance” with treatment providers and perceived effectiveness of treatment, and the conflict participants experienced when acquiring and applying skills from their engagement in treatment. Participants identified aspects of the treatment component that facilitated the effectiveness of treatment and were effective in meeting their needs and some that would benefit from improvement.

Positive group dynamics are important. Operational staff inclusion within the facilitation team is beneficial. Attentiveness to participants’ specific responsivity needs is required. Supporting skill application post-treatment is important.

These findings add to the evidence base in relation to factors that support personality disordered offenders’ engagement within treatment. Areas that validate treatment delivery are highlighted, as are suggestions for change to maximise treatment gain for psychopathic and personality disordered offenders.

The purpose of this study is to explore the perspectives held by professionals affiliated with an FJC through a cross-sectional survey. The family justice center (FJC) model is expanding rapidly in the USA and internationally. Despite the rapid growth of the FJC movement, there is a need for more research to document the impact of FJCs on victims and survivors, professionals working in FJCs and the broader community.

The current paper focuses on perspectives of professionals who serve victims of family and interpersonal violence and it includes the results of a four-year, cross-sectional survey of professionals working in a community that established an FJC. Data analyzes examined differences in perspectives of professionals based on timing (i.e. from before an FJC was established to the time when the center was in operation for three years) and based on whether professionals worked primarily onsite at the FJC location.

The findings demonstrated that although some statistically significant differences were identified that suggest a positive impact of an FJC for professionals, more research is needed to further explore how professionals’ perspectives and experiences are impacted through the establishment of an FJC.

This study is the first-known cross-sectional examination of the perspectives of professionals working within an FJC model over a multi-year period.

Local governments use taxes on future increases in property values to pay for current economic development through tax incremental financing (TIF). TIF is a powerful tax tool used to spur improvements to a designated area. Proponents of TIF argue that it allows local governments to make investments without affecting previously established government and school district programs. Detractors argue that because the TIF designation denies existing overlapping districts (e.g., schools) the benefits of increases in property values, TIF can have a negative impact on a community. Empirical evidence on the economic and fiscal effects of TIF is mixed. This paper describes the potential costs and benefits associated with the use of TIF and then summarizes prior research on outcomes associated with this widely used property tax program.

The purpose of this paper is to describe the ongoing data and evaluation strategies being used to document the impact of the Guilford County Family Justice Center, which has been in operation for nearly four years.

There are four primary ongoing data and evaluation strategies used to tell the story of the impact of the family justice center (FJC) on the community: tracking services provided by the FJC, collecting annual data from partner agencies, conducting week-long censuses and doing an annual survey of professionals affiliated with the FJC and its partner organizations. (The current paper reports on the first three of these strategies.)

Methodological limitations of the evaluation strategies used warrant caution in interpreting the findings of the ongoing evaluation of the Guilford County FJC. However, preliminary evaluation findings indicate support for the center’s positive impact on the community it serves, including in the number of clients served, a reduction in domestic violence-related homicide rates and the creation of new community resources that emerged through the FJC partnership.

Each of the evaluation strategies used in this study holds inherent strengths and limitations, which are discussed in the paper. Beyond the future evaluation of local FJCs, a range of rigorous methodologies can be used to further explore the impact of the FJC model. Qualitative methods may be useful for gaining an in-depth understanding of victims’ and survivors’ perceptions of accessing resources through an FJC, as well as for studying beliefs and attitudes toward FJCs among various community stakeholders. Quantitative methods can be used to apply more complex statistical analyses to comparing indicators of the impact of FJCs over time.

The data and evaluation findings from the Guilford County FJC add support to the potential positive impact of the FJC model on communities. These preliminary data suggest that FJCs can impact communities by offering support to victims and coordinating resources among partner organizations. Collaborative partnerships can be leveraged to lead to broader community changes that strengthen community-level responses to interpersonal violence through greater community awareness, opportunities for community members to contribute to solutions and the establishment of new resources that emerge from needs identified through the partnership.

Overall, there is a pressing need for research examining various aspects of the FJC model and identifying factors that contribute to its success at fostering collaboration, supporting victims and survivors, holding offenders accountable and preventing future violence. With the rapid growth of the FJC models, the need for research and evaluation to document the effectiveness and limitations of the model is high.

Designed to serve as a one-stop shop for victims of domestic violence and other forms of violence to seek help, FJCs offer, within a single location, multiple services from a variety of professional disciplines. These services include law enforcement, victim advocacy and prosecution. Although the FJC model is expanding rapidly across the USA and internationally, research to date is limited, and thus, the current paper will add to the research and evaluation basis for the FJC movement.