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Drawing on the dual process theory and the cultural dimension of power distance, the current research investigates the impact of a specific service clue—the linguistic style of address forms (salutation) in hotel manager letters to guests—on customer satisfaction in a hotel context in Ecuador.

Following an experimental design research approach, this research conducted a series of two studies to examine how customers' cultural values (high vs low power distance), linguistic style of address forms (formal vs casual) and service valence (service success vs service failure) together influenced customer satisfaction. Specifically, Study 1 examined the service success condition, and Study 2 investigated the service failure condition.

The research results show that, in the service success condition, customers follow their distinct cultural orientations (high vs low power distance) when responding to the different linguistic styles (formal vs casual). On the other hand, in the service failure situation, as customers desire for expressions of respect that can be reflected in a formal address form, the level of satisfaction is lower when the casual address form is used in guest communications, regardless of customers' cultural orientations in power distance.

This research adds to existing cross-cultural service research, particularly in terms of service valence, and provides practical implications for enhancing service providers' cultural awareness and sociolinguistic competence to effectively communicate with customers from diverse cultural backgrounds.

Collaborative consumption, such as car sharing, specifically implicates customer-to-customer interaction, which must be regulated by service providers (companies, peers and self-regulating communities), comprising different challenges for business organizations. While in conventional business relations, consumers are protected from undesirable customer behavior by laws, regulations (power) in the context of collaborative consumption are rare, so that trust becomes more relevant. It is the purpose of the study to investigate possible mechanisms to prevent undesirable customers in collaborative consumption.

In between subject designs, samples of 186 and 328 consumers filled in experimental online questionnaires with vignettes. Analyses were made of differences among car sharing companies, private persons and car sharing communities in terms of the power of providers, trust in providers and trust in other users of the shared goods, undesirable customer behavior and consumer–provider relations.

Companies, private persons and self-regulating communities differ in terms of perceived power and trust. Participants specifically perceive mainly coercive power with the car sharing company, but with the private person and the community, reason-based trust in other users is perceived as prevalent. Nevertheless, undesirable customer behavior varies only marginally over the models.

The present study is the first to investigate measures to prevent undesirable customer behavior over different collaborative consumption models. This enables appropriate identification of market segments and tailoring of services. The study identifies opportunities for companies in contrast to private persons and self-regulating communities and, in doing so, provides important stimulation for marketing strategy and theory development.

The paper aims to present a grid-connected multi-inverter for solar photovoltaic (PV) systems to enhance reliability indices after selected the placement and level of PV solar.

In this study, the associated probability is calculated based on the solar power generation capacity levels and outages conditions. Then, based on this probability, dependability indices like average energy not supplied (AENS), expected energy not supplied and loss of load expectations (LOLE) are computed, also, another indices have been computed such as (customer average interruption duration index (CAIDI), system average interruption frequency index (SAIFI) and system average interruption duration index (SAIDI)) addressing by affected customers with distribution networks reliability assessment, including PV. On the basis of their dependability indices and active power flow, several PV solar modules installed in several places are analyzed. A mechanism for assessing the performance of the grid's integration of renewable energy sources is also under investigation.

The findings of this study based on data extracted form a PV power plant connected to the power network system in Diyala, Iraq 132 kV, attempts to identify the system's weakest points in order to improve the system's overall dependability. In addition, enhanced reliability indices are given for measuring solar PV systems performance connected to the grid and reviewed for the benefit of the customers.

The main contributions of this study are two methods for determining the reliability of PV generators taking into consideration the system component failure rates and the power electronic component defect rates in a PV system which depend on the power input and the power loss using electrical transient analysis program (ETAP) program.

Recent literature within public service logic has called for more explicit conceptualisation of customer value in public services. This study aims to fill this gap by examining how the customer value approach can be applied in the management of public health care services.

This study is a qualitative case study of management of public health care services in Finland. The authors interviewed 17 regional health care service developers and analyzed the interview data using thematic analysis.

The study suggests five propositions for applying customer value approach from the marketing literature in public health care service management. The study enables a deeper understanding of customer value creation in this context and improvement of public health care services.

This study contributes to the public management research in general and public service logic research in particular by suggesting what constitutes customer value in public health care services.

This study aims to provide more insight into how customer voice is captured and used in managerial decision-making at the marketing-finance interface. This study’s focus is on understanding how the customer voice, often communicated through online and social media platforms, is used in high-performing hotels.

This research is based on a case study of four high-performing Irish hotels. For each case, multiple informants, including marketing managers, general managers and finance managers, were interviewed and shadowed. Twenty seven decisions across the four cases were analysed to assess the use of customer voice in managerial decision-making.

Social media provides a stage that has empowered the customer voice because of the public nature of the interaction and the network effect. Customer voice is incorporated in managerial decision-making in three distinct ways – symbolically as part of an early warning system, for action-oriented operational decisions and to some extent in the knowledge-enhancing role for tactical decisions. While there is a greater appreciation among senior managers and the finance and accounting managers of the importance of customer voice, this study finds clear limits in its utilisation and more reliance on traditional finance and accounting data, especially in strategic decision-making.

The cases belong to a highly visible open environment of hotels in an industry where customer voice has immediate and strong effects. The findings may not directly apply to industries characterised by a relatively more closed context such as banking or insurance. Moreover, the findings reflect the practices of high-performing hotels and do not necessarily capture the practices used in less successfully operating hotels.

While marketers need to enhance their ability to create a narrative that links the customer voice to revenue generation, finance managers also need to develop a skillset and adopt a mindset that appropriately reflects the influential role for customer voice in managerial decision-making.

Despite the linkage of marketing performance to business performance, there is limited research on the impact of customer information on managerial decision-making. This research provides insight into how customer voice is considered at the critical marketing-finance interface.

Over time, technological intensity has been used as a proxy for innovation capability of firms in an industrial sector. However, not only firms belonging to the stratum of high technological intensity are able to innovate. Therefore, this study aims to explore a potential association between technological intensity and innovation capability in firms from different industrial sectors, using the Organization for Economic Cooperation and Development (OECD)’s classification and the components of innovation capability proposed by Zawislak et al. (2012, 2013).

The authors conducted an exploratory research with four case studies focusing on the innovation capability of Brazilian firms.

The results show that the four firms, each belonging to one stratum of technological intensity, have innovation capability, and the differences regarding this feature can be explained by the balance and development of all firms’ capabilities (technological, operational, managerial and transactional).

In the literature, studies that relate technological intensity and innovation capability are scarce. Therefore, the originality of this research is to relate these two concepts. The most important is that firms can be innovative regardless of their stratum of technological intensity, which shows the importance of other capabilities to ensure the innovation’s success.

Additive manufacturing, that is, layer-based manufacturing technologies, is thought to change supply chain operations from global to local, while also affecting design processes and product structures. As this transformation happens, a power struggle among various actors relating themselves to additive manufacturing has emerged. The purpose of this paper is to discuss and explain the development of additive manufacturing from a power dependence point of view.

The paper is based on data collected from a number of seminars hosting a total of 620 industry experts representing 102 companies in the area, and reflecting every step of the supply chain.

The paper points out how measures to deal and create power imbalances occur also related to indirect parties, and how the disruptive character of the supply chain leads to exercised power.

The power struggle provides new insights into how an emerging technology is realised and the effect of protectionism on such attempts. Specifically related to additive manufacturing, the paper illustrates the business side from various actors’ point of view, which adds to technological perspectives on additive manufacturing, as well as studies viewing the supply chain from a bird’s-eye perspective.

The purpose of this study is to understand the perceptual differences toward smiling behaviors with head inclinations displaying by the human-like robot staff and human staff in a service setting.

This study adopted a 2 (staff: robot/human personal personnel) × 3 (head tilt: left/right/straight) full factorial design, while cross-examining participants’ cultural dimensions 2 (power distance: high/lower) × 2 (gender: male/female) during the service encounter.

Overall, it was found that male and female customers with different cultural background would perceive robot and human personnel with varying degrees of head tilt very differently, namely, regarding interpersonal warmth but not customer satisfaction.

Nonverbal cues serve as important elements in the interaction. This paper provides new directions on the design of anthropomorphic robot and gives insight to people’s perceptual differences. All in all, the present study is useful in facilitating human–robot interactions.

A firm's ability to cascade sustainability requirements further down to lower-tier suppliers might be affected by inter-firm power relations. This study aimed to identify the power sources of focal firms and first- and lower-tier suppliers and to investigate how they may affect their ability to cascade sustainability requirements along multi-tier supply chains.

A multiple case study of 24 companies was conducted to investigate the sources of power in multi-tier supply chains. In total, 42 informants from five focal companies, ten first-tier suppliers and nine lower-tier suppliers were interviewed.

Differences were found between the sources from which focal firms and first- and lower-tier suppliers drew power. Findings revealed that firms' power sources may increase or impair their ability to cascade sustainability requirements to lower supply chain tiers. Furthermore, multi-tier supply chain-level power sources constitute a significant determinant of firms' ability to disseminate sustainability requirements to lower-tier suppliers.

The results can help companies and purchasing managers understand how their own and suppliers' power may affect their ability to cascade sustainability agendas to lower-tier suppliers. In particular, the results can be useful for supplier selection and the development of supplier relationship management strategies for fostering sustainability in multi-tier supply chains.

This study places traditional power perspectives in the context of multi-tier sustainable supply chain management, broadening the view beyond dyadic relationships that have traditionally been the focus of the supply management literature.

This paper proposes an Exchange-Based View of the value creation process. The Borrowing from marketing literature, the EBV advances that entrepreneurs and stakeholders are tied by exchange relationships, through which they co-create value by reciprocally making and realizing promises of value.

Propositions are developed and offered to advance the role of exchange in the entrepreneurial value creation process.

The authors conceptualize the enterprise as a system of exchange relationships between entrepreneurs and their stakeholders, thus proposing an exchange-based view of entrepreneurship.

Such an account of the role of entrepreneurs and of their relationship with the stakeholders has meaningful implications for our understanding of the entrepreneurial tasks of opportunity recognition and exploitation.