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The importance of consumer experience in service industries, particularly healthcare, is widely acknowledged as it captures the intricacies of quality management. In tandem with the emerging research trends that evaluate service excellence through user experience, this study renders a performance analysis of the dimensions of consumer experience that individually or collectively shape healthcare consumers’ perceptions of service quality.

A cross-sectional study was conducted across 13 mid-tier corporate hospitals to collect data from 438 patients. The data was processed through factor analysis in SPSS to confirm sample adequacy and factor extractability. Further, two independent multi-criteria decision-making (MCDM) tools, Fuzzy Technique for Order Performance by Similarity to Ideal Solution (F-TOPSIS) and Grey Relational Analysis (GRA), were executed to render performance analysis of identified factors.

Using F-TOPSIS, factors such as “information” and “hospital environment” received higher performance ratings, while items related to “communication with doctors” and “humanistic care” received lower rankings. Minor yet anticipated deviations were observed while verifying performance scores using GRA. Nonetheless, both outcomes exhibited a strong correlation coefficient of 97.14%, confirming analytical consistency.

Hitherto, such usages of hybrid MCDM techniques have rarely been executed to convey a clear understanding of consumers’ experiences in healthcare services. Moreover, the findings provide a clear insight into consumers’ key response areas, which can further be translated to maximize consumer gratification, thus assisting healthcare managers in improving service performance and clinical decision-making.

Modern careers are marked by periods of feeling betwixt, or “in-between,” – yet, there is no validated measure of this experience, recognized as subjective liminality. The present research aims to (1) operationalize subjective liminality and (2) develop and validate a scale to measure it.

A literature review was used to operationalize subjective liminality, and the scale validation was performed using four separate samples: 150 workers on M-Turk, 151 graduate and professional students at a large Midwestern University, 252 unemployed individuals in the US and Canada, and 416 full-time employed individuals in the US.

Subjective liminality was conceptualized as a second-order latent construct reflected by three dimensions: feelings of anxiety, ambiguity and reduced group identification. A 9-item scale was developed and validated to measure it.

This study clarifies and measures an emergent construct in the career transition and organizational change literature.

This paper is one of the first studies to examine specificities, including limits of mindfulness at work in an African organisational context, whilst dealing with the ongoing COVID-19 pandemic. It specifically addresses the role of organisational and managerial support systems in restoring employee wellbeing, social connectedness and attachment to their organisations, in order to overcome the exclusion caused by the ongoing pandemic.

The study uses a qualitative research methodology that includes interviews as the main data source. The sample comprises of 20 entrepreneurs (organisational leaders) from Ghana and Nigeria.

The authors found that COVID-19-induced worries restricted the practice of mindfulness, and this was prevalent at the peak of the pandemic, particularly due to very tough economic conditions caused by reduction in salaries, and intensified by pre-existing general economic and social insecurities, and institutional voids in Africa. This aspect further resulted in lack of engagement and lack of commitment, which affected overall team performance and restricted employees’ mindfulness at work. Hence, quietness by employees even though can be linked to mindfulness was linked to larger psychological stress that they were facing. The authors also found leaders/manager’s emotional intelligence, social skills and organisational support systems to be helpful in such circumstances. However, their effectiveness varied among the cases.

This paper is one of the first studies to establish a link between the COVID-19 pandemic and mindfulness limitations. Moreover, it is a pioneering study specifically highlighting the damaging impact of COVID-19-induced concerns on leader–member exchange (LMX) and team–member exchange (TMX) relationships, particularly in the African context. It further brings in a unique discussion on the mitigating mechanisms of such COVID-19-induced concerns in organisations and highlights the roles of manager’s/leader’s emotional intelligence, social skills and supportive intervention patterns. Finally, the authors offer an in-depth assessment of the effectiveness of organisational interventions and supportive relational systems in restoring social connectedness following a social exclusion caused by COVID-19-induced worries.

The purpose of this study was to develop and psychometrically evaluate a tool to measure nurses’ knowledge of, attitude toward and practice regarding the elder abuse phenomenon.

This study is methodological research that was conducted in two stages. In the first stage, the available tools related to knowledge, attitude and practice regarding elder abuse were identified through an extensive review of theoretical principles, previous research and related articles. The initial items were extracted and categorized. In the second stage, the psychometric properties of the tool were examined by assessing face validity, content validity, construct validity, internal consistency and stability. Four hundred nurses working in the hospitals of Shahid Beheshti University of Medical Sciences were selected to determine the validity of the structure.

The initial tool consisted of 114 items extracted, 34 of which were removed according to the experts’ opinions. The face validity of the 80-item questionnaire was then examined. The number of the items was reduced to 74 after measuring the face validity. After the qualitative measurement of the content validity, three items were eliminated. After measuring the content validity using a quantitative approach, 8 other items were removed and 63 items remained. According to the content validity index, 1 more item was removed, reducing the number to 62. The construct validity approved three dimensions of knowledge, attitude and practice. Cronbach's alpha coefficient was calculated to be 0.84. The stability was also confirmed through test–retest with a value of 0.85 for the whole scale.

The tool developed for assessing nurses’ knowledge, attitude and practice regarding elder abuse has acceptable dependability and credibility. Given the advantages of this tool, including the simplicity and fluency of sentences, and the comprehensive evaluation of nurses’ knowledge, attitude and practice regarding elder abuse, it is recommended to use this tool in relevant future studies.

This study investigated the mediating role of job satisfaction and the moderating role of career growth opportunity in the relationship between public service motivation (PSM) and public employees' turnover intention.

The authors recruited 587 public employees from Yunnan Province, China to test moderation and mediation hypotheses. The authors conducted confirmatory factor analysis to determine the discriminant and convergent validity of the measures of PSM, turnover intention, job satisfaction and career growth opportunity. Finally, the authors carried out bootstrapping to ascertain direct, indirect and conditional indirect effects.

PSM had a negative effect on public employees' turnover intention, but this relationship was partially mediated by job satisfaction. Career growth opportunity moderated the association between job satisfaction and turnover intention. In particular, the indirect effect of PSM on turnover intention through job satisfaction weakened under high career growth opportunities.

The results highlighted the significance of PSM and career growth opportunity in shaping public employees' work-related attitudes and behaviors. Public organizations should consider PSM a key criterion in recruitment and selection and pay more attention to the significance of intervening in career growth to satisfy public employees' psychological needs related to individual career development.

This study contributes to the literature on the disputed link between PSM and turnover intention and uncovered the underlying mechanism through which PSM affects public employees' turnover intention by proposing job satisfaction and career growth opportunity as a mediator and moderator, respectively.

This study investigates how and when psychological capital (PsyCap) enhances well-being at work (WBW). Drawing on the job demands-resources (JD-R) model and the conservation of resource (COR) theory, an integrated model attempts to identify the relationship between PsyCap and employees' workplace well-being, mediated through work engagement (WE). Furthermore, the authors seek to understand how coaching-based leadership (CBL) moderates the relationship above.

Data were obtained from healthcare professionals who worked during the COVID-19 pandemic crisis in Tunisian hospitals. An online survey was distributed anonymously. A total of 449 questionnaires were included in the analysis. The PROCESS macro for SPSS (models 4 and 7) was employed to analyze the data.

The findings revealed that PsyCap significantly relates to WBW; and WE and CBL act as a mediating mechanism and a boundary condition, respectively. The collective effect of PsyCap, WE and CBL on WBW was also confirmed based on moderated mediation analysis.

This study gives HR managers insights into the importance of developing workers' PsyCap to promote their WBW. The findings also suggest that healthcare managers and leaders who aim to promote well-being should act as coaches.

This study extends research on WBW and sheds light on essential mechanisms and boundary conditions under which PsyCap promotes workplace well-being.

Using a multilevel model, this study examined how paternalistic leadership behaviors, including authoritarianism, morality and benevolence, influence followers' performance.

A sample of 556 leader–follower dyads from 66 groups in a manufacturing firm in China was collected for analysis. Descriptive statistics and multi-level regression analyses were used to analyze the data.

The results indicated that group efficacy mediates the relationship between authoritarian leadership and followers' performance and that self-efficacy mediates the relationship between benevolent leadership and followers' performance. In addition, the positive relationship between self-efficacy and followers' performance is weaker when followers exhibit higher levels of group efficacy.

The data were collected in a manufacturing firm in China, it is difficult to generalize the results to other settings.

Managers should use their abilities and skills to interpret which paternalistic leadership styles their followers prefer, so as to improve their performance.

This study developed a multilevel model to examine the mediating processes of group efficacy and self-efficacy in the effect of PL behaviors, including authoritarianism, benevolence and morality, on followers' performance.

Luxury brands struggle to communicate their sustainability commitments to consumers due to the perceived incongruence between “luxury” and “sustainability”. This study aims to provide luxury brands with insights on how to engage consumers with different social value orientations (SVOs) to make sustainable luxury purchases in a compatible manner. It investigates the relationships between personal values (symbolism/universalism), SVOs (pro-self/prosocial orientation) and behavioral intentions toward sustainable luxury brands. It further explores whether these relationships may differ when consumers view themselves as individuals (salient personal identity is activated) versus group members (salient social identity is activated).

Study 1 (N = 419) used an online experiment in which participants were randomly assigned to either salient personal or social identity conditions to test the proposed model. Study 2 (N = 438) used a fictional brand to further validate the findings. Hypotheses were tested using covariance-based structural equation modeling (CB-SEM) and multi-group SEM.

Results indicate that prosocial orientation significantly increases consumers’ behavioral intentions toward sustainable luxury brands. Interestingly, pro-self-orientation can also drive intentions to support sustainable luxury brands when consumers’ personal identity is salient. Salient social identity can further strengthen the relationship between prosocial orientation and sustainable luxury behavioral intentions.

This study presents a novel, inclusive definition of sustainable luxury brands and adds theoretical rigor to the SVO framework by revealing the moderating role of salient identities, contributing to the body of knowledge in luxury brand research.

This study aims to reveal how chief executive officer (CEO) transformational leadership affects business model innovation (BMI) by exploring the serial mediating role of top management team (TMT) collective energy and behavioral integration and the moderating role of TMT-CEO value congruence.

The sample of 520 TMT members from 127 enterprises in North China was collected through a two-wave questionnaire survey. Hierarchical regression and bootstrapping were used to test the hypothetical relationships proposed in this study.

The results indicate that TMT collective energy and behavioral integration play a serial mediation role between CEO transformational leadership and BMI. TMT-CEO value congruence positively moderates the relationship between CEO transformational leadership and TMT collective energy as well as the serial mediation effect.

The results suggest that CEOs can stimulate TMT collective energy by demonstrating transformational leadership behaviors, thereby promoting TMT behavioral integration and ultimately achieving BMI. In addition, to enhance the effectiveness of CEO transformational leadership, enterprises should take measures to ensure that TMT members hold values that are consistent with those of CEOs.

Based on social cognitive theory, the mediating mechanism and boundary conditions of CEO transformational leadership that affect BMI are revealed by this study, thus opening the “black box” of the relationship between the two. It also supplements research on the role of TMT among the antecedents of BMI.

The main purpose of this study is to explore the effect of three dimensions of “home feeling” – home-as-practical, home-as-social and home-as-attachment – on the online rating of homestays and additionally considers the accommodation’s attribute performance and level of sharing.

To achieve the research aims, more than 9,738,335 items of user-generated content concerning 743,953 Airbnb listings covering 35 cities were collected as the study data. These data are analyzed through hierarchical regression.

The results show that all three dimensions of home feeling positively affect the online rating; all three dimensions negatively moderate the relationship between attribute performance and online rating; the size of the moderating effect of each dimension on the relationship between attribute performance and online rating gradually increases in the order home-as-practical, home-as-social and home-as-attachment; and as the level of sharing increases, the moderating effect of home feeling on the relationship between attribute performance and online rating diminishes.

This study contributes to the literatures on the role of home feeling in homestays, the online rating of homestays and the motivations of guests who choose different room types. The findings of this study can help hosts better understand the formation of online rating of homestays, make targeted improvements in rooms and services and create a home feeling for specific degrees of sharing. This in turn will help them to improve the online rating of their homestays, establish an excellent online reputation and, ultimately, increase sales.

This study advances knowledge by confirming three dimensions of home feeling not only have direct positive impacts on online rating but also mitigate the impact of attribute performance on online rating. This effect differs significantly in magnitude with the degree of sharing.