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The purpose of this paper is to investigate the relationships between the brand personality of a sports team and the related consumer outcomes of identification and retail spending.

A field study was conducted with games watched and retail spending as outcomes. Structural equation modeling was used to explore the relationships among constructs.

The two brand personality dimensions of wholesomeness and successfulness are mediated through prestige to predict the consumer's identification with the team. The two brand personality dimensions of imaginativeness and toughness positively influence identification with the team while successfulness has a negative influence on identification with the team. Once a consumer identifies with the team quasi‐brand, retail spending and viewership increase.

Sports teams can utilise information gleaned from this study to better promote an attractive image, thereby increasing the number of games watched and retail spending.

This paper presents an original twist on personality research by looking at the influence of the brand personality of an intangible sport brand on consumer identification and retail spending.

In this research urban legends are viewed as diffusing through the consumer environment as part of a resource exchange process. Using the 3M model to develop categories of analysis, a content analysis of 100 urban legends was conducted. Three categories of variables were coded: the resource types depicted as exchanged in the stories; whether the resources were gained or lost; and whether the resources were gained or lost before or after the ironic twist. Results of this descriptive study supported the research question of a three‐way interaction among the variables. Results are discussed from the perspective of identifying the motivational factors that influence consumers to communicate urban legends, rumors, and product information.

Modern interactionism asserts that both the P (person) and the E (environment or situation) should be considered simultaneously in predicting attitudes and behaviors. In this paper, we apply the interactionist view to salesforce research. Specifically, we use salesforce socialization as an example to illustrate how interactionist concepts from psychology can be effectively applied in salesforce research. The role of qualitative research in this context is explored.

To determine the impact of service recovery on consumer evaluations of service delivery.

An experiment investigated consumer responses to three dimensions of perceived fairness of recovery efforts: redress, responsiveness, and empathy/courtesy.

Results revealed that higher levels of redress independently increase positive consumer responses. It was further found that the interaction of employee responsiveness and courtesy can also have a dramatic impact on consumer evaluations. Satisfaction was highest and negative word‐of‐mouth (WOM) intentions were lowest only under conditions of high responsiveness and courtesy. Additionally, an interaction between courtesy and tangible rewards significantly decreased the level of negative WOM.

The research offers empirical support for the “service recovery paradox” suggesting effective post‐recovery efforts may not only counteract bad service experiences, but may increase satisfaction beyond levels held before the service failure.

Key elements for the proper structuring of a service recovery process are identified for management.

This study aims to fill several gaps in the literature. First, it examines the Umrah industry from the supply side, investigating the pivotal factors for travel agencies’ performance. Second, it empirically investigates service leaders’ competencies specific to the hospital and tourism industry. Third, it clarifies whether there is a direct impact of organisational service orientation on business performance. Fourth, it explores the influence of network capabilities in a service context, specifically in travel agencies, which has rarely been discussed.

This is a mixed-method study with sequential explanatory research design. First, a quantitative approach was conducted with 150 authorised travel agencies in Indonesia, with two manager-level employees representing each agency. The data were analysed using descriptive statistics and structural equation modelling. A qualitative study was conducted to enrich the findings by interviewing the Director of Umrah and Hajj Development of the Ministry of Religious Affairs of the Republic of Indonesia and three other respondents.

Service leaders’ competencies and resource capacity significantly influence organisational service orientation, leading to enhanced perceived service quality and performance. In addition, resource capacity influences network capabilities, improving performance.

This study identifies factors affecting the performance of Umrah travel agencies in an intensely competitive environment, which has rarely been discussed. This sheds light on how travel agencies can survive and succeed in this competitive industry. Moreover, this study provides evidence regarding the role of network capabilities in the tourism industry and the impact of organisational service orientation, both directly and indirectly, on performance.

There are two objectives in this study. First, testing the relationship between person-organization fit (P-O fit) and person-job fit (P-J fit) on turnover intentions. Second, examining the moderating role of kinship on the relationship between P-O fit and P-J fit on turnover intentions.

This research was conducted at private universities in Lampung with a total of 282 respondents. The analytical method used to test the research hypothesis was moderated regression analysis (MRA)

There are five proposed hypotheses, and all of them are supported. The findings of this study reveal that P-O fit and P-J fit are predictors that are negatively related to turnover intentions. Furthermore, kinship moderates the relationship between P-O fit and P-J fit on turnover intentions.

This study adds to the literature on turnover intentions in universities and underscores some important advances and contributions in developing a human resource management theory related to social capital. Based on the findings of this study, organizations are expected to pay more attention to P-O fit, P-J fit and kinship to reduce the level of turnover intentions. Employers are expected to choose people who match the organization's values and work and create interpersonal relationships between them to reduce turnover intentions, which mean the findings extend the theory of attraction-selection-attrition (ASA), social exchange and social capital. These findings provide theoretical and pragmatic insights for human resource management practitioners and relevant stakeholders.

Practically, the concepts of P-O fit and P-J fit are important to be considered by the leadership because creating a suitable environment for employees will trigger positive behaviors. Leaders must find the right people for the environment and the right environment for the employees. Furthermore, this study has implications for a relational approach to overcoming turnover intentions in the workplace. The relational approach is in the form of kinship. Organizations that encourage opportunities for social interaction among members can reduce employee turnover and tend to create positive social capital.

In social practice, kinship connects people in an organization. The existence of kinship in an organization helps academicians get relational and emotional support from coworkers and superiors so that they will feel a family relationship that may not be found in other organizations, which eventually reduces turnover intentions.

The originality of this study lies in investigating the moderating role of kinship on the relationship between P-O fit and turnover intentions. Kinship in this study is different from research in general. “Kinship” here is based on a kinship perspective because of the peculiarities of Asian culture, especially in Indonesia, namely kinship without blood relations and marriage.

Universities are increasingly encountering high levels of national and international competition. In order for universities to continue with their business success and expansion, they have relied on developing and maintaining a differentiated brand identity by improving their branding strategy. The purpose of this paper is to examine the antecedents of students’ identification with the brand of public universities in Iran.

Sampling was done in multiple stages. In the first stage – using stratified sampling – students were recruited from distinct degree programs and universities based on the Iranian national demographic proportions. In the second stage, convenient sampling was used within each degree program category. For data collection, the interviewer distributed questionnaires among students regardless of age and gender. The number of questionnaires distributed in each university (i.e. the sample size in each university) was determined using the number of students in the country and percentage of students at each university.

The results showed support for the hypothesized positive relationship between brand identification and the antecedent factors including prestige, interorganizational and intraorganizational competition. On the other hand, the results showed no significant relationship between brand identification and the antecedent factors including distinctiveness and memorable experience. Outcomes (i.e. word-of-mouth, active engagement and loyalty) of brand identification were also tested and their relationships with brand identification are supported.

This study was conducted in the higher education sector in one cosmopolitan Iranian city (i.e. Tehran) to which Iranians from other cities travel to for studying. Thus, the results of this survey include a variety of sub-cultures. In the future, a study that incorporates all major metropolitan cities of Iran may increase the generalizability of the findings. Unrelated to the purpose of this study, a future research study may extend the currently studied geographical dimensions and examine the antecedents of students’ identification with the brand of public universities across different nations using a cross-cultural approach.

A study of the antecedents of students’ identification with the university brand can provide a guide for universities to manage their brand and marketing strategies. Managers of higher education institutions can take important steps in establishing a link between students and university brands. Managers can highlight interorganizational competitions. The authors recommended universities publicize and honor students’ success in academic competitions on the university website, via ceremonies dedicated to the student winners, and using print banners that identifies their name and achievement, among other mediums. Additionally, competitions can be promoted among students through professors and motivational speeches from recognized leaders.

Results revealed that brand prestige of public universities positively affects students’ identification. This study highlights the importance of national and international rankings of universities and the sensitivity of students to such rankings. Undoubtedly, this is evident in Iranian students’ behavior in selecting their university. Additionally, this study showed that brand distinctiveness of public universities does not significantly affect students’ identification with the university brand. Further examination is recommended to help explain this finding and a cross-cultural comparison will assist in this endeavor.

This paper aims to develop a theoretical model to understand co-creation/co-destruction of value through customer engagement in online channels. It also investigates the contributing factors.

The qualitative approach uses the critical incidents technique to answer the research questions. The authors identify 350 critical incidents in which customers expressed online customer engagement-induced value co-creation or co-destruction experiences. The factors and resulting propositions are identified through data analysis. Data coding and analysis are facilitated by using MAXQDA 12.

Co-creation through positively valenced engagement behaviors may occur when customers are delighted, feel valued, experience reciprocity, receive organizational incentives, are solicited for feedback, can count on service recovery efforts and interact with helpful, empathetic, polite and responsive employees. Co-destruction through negatively valenced engagement behaviors emerges from rude employee behaviors, indifference, confrontation with company representatives, technological failure, the lack of complaint outlets and customers’ desire for revenge.

Selecting and training employees to be helpful, polite, responsive and empathetic toward online visitors can trigger co-creation. Communication between firms and customers should boost customer approval and delight. Organizations can offer incentives, reliable service delivery and a recovery design to stimulate visitor participation. Soliciting feedback requires sound technological support and direct communication links with visitors.

This study presents the conditions and framework contributing to the duality of customer engagement-induced co-creation and co-destruction values in online channels from the customer, organizational, employee, service design and technological perspectives. It also addresses how value is co-created or co-destructed through examples.

The increasingly competitive manufacturing sector has made innovation crucial for the continued survival of family-owned SMEs. However, family firm owners are highly heterogenous and their diverse characteristics influence their approach to innovation. The purpose of this paper is to provide solutions to two heterogeneity related innovation problems: first, the failure of generic innovation policy advice to address the specific types of family firm owners; and second, the difficulty for owners in understanding how their innovation approach compares to their competitors. The solution is to create a taxonomy of family firm owner-innovators which creates innovator types. This taxonomy addresses these two problems: first, the taxonomy enables policy advice to be tailored to a particular innovator types; and second, the taxonomy allows owners to understand the strengths and weaknesses of their particular approach to innovation.

The approach is to develop a taxonomy through exploratory factor analysis (n=1,284) and firm owner interviews (n=27) in a mixed methods study. Socio-emotional wealth theory interprets the findings.

The findings present a taxonomy of family firm innovators which contains five types: the spontaneous radical, the statist altruist, the patient opportunist, the curious traveller and the insular denier.

There are two major limitations: first, a taxonomy is static and does not include the temporal dimension of innovation which can change according to the firm lifecycle stage and, by implication, the changing preferences of a maturing firm owner; and second, the mixed methods approach of using two data sets which themselves used differing definitions of “family firm” has introduced the possibility that the constructs developed from the quantitative study may not have the precision or clarity of a study that uses a single data set with a single definition.

The practitioner implications from the research stem from the diagnostic potential of the taxonomy. SME family firm owners can establish their innovation approach by using the taxonomy to decide which type of innovator they are and by adopting an innovation approach that counterbalances the weaknesses of their type.

The social implications are to improve the innovation potential of the family firm community by offering practical support to their innovation activities.

The originality of the research is in its contribution to knowledge on the role of ownership type in directing the innovation approach of SME family firms. The value of the research is in offering a theoretically informed original taxonomy that is of both academic and practical value.