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Financial service providers have long placed considerable faith in positive word of mouth communication as a means of attracting new customers and a variety of studies of customer choice of bank highlight the significance of personal recommendation. Given that financial services tend to be characterised by a predominance of experience and credence qualities, word of mouth communication is particularly valuable, providing the potential consumer with vicarious experience of the service under consideration. The impact of word of mouth is probably at its strongest when it originates from social contacts because of their greater perceived reliability. By its very nature, this form of communication is outside the formal control of an organisation and yet its impact is such that the ability to influence or encourage word of mouth could be a powerful marketing tool. This paper provides an exploratory analysis of the importance of word of mouth and the factors which influence its role within an organisation’s marketing strategy, with particular reference to customer referral campaigns. Empirical evidence is collected from the (rapidly changing and liberalising) financial services sector in India.

This chapter highlights our survey that identifies faculty recommendations for incorporating emerging digital technologies to deliver eLearning content in online courses that help students learn more effectively. Results from the survey, which includes a sample of 478 online faculty at two higher education institutions, are presented.

In the findings of the survey, respondents identified several instructional technologies such as augmented reality (AR), virtual reality (VR), mixed reality (MR), and artificial intelligence (AI) as being on the cusp of changing learner engagement options and could soon become standard tools for the online course environment. While respondents predict an acceleration of new technology activity, they also caution that these technologies need a strong pedagogical foundation to match student needs and generate new use-learning real case scenarios.

This sentiment implies a more systematic approach to problem-solving that follows a process of identifying and refining multiple options to determine best practices for faculty preparation and staff development. The results of the survey included in this chapter are a directional means to help instructors and course designers explain what is relevant and exciting about techniques that can be employed and identify and use the emerging technological tools that enhance the delivery of instruction while meeting the ever-changing and dynamic needs of today’s learners.

The adaptation of conventional robots to construction sites is fraught with problems. Most significant of these are in relation to positioning, means of collision avoidance, and appropriate navigation strategy. This paper reviews the different levels of navigational autonomy that are possible and describes the system requirements for each. A taxonomy based on the concept of a Mobility Automation Level (MAL) is proposed. Each level is described and the requirements from a robot design perspective are discussed. Finally, a case study, based on an excavator with autonomously optimised movement, known as LUCIE, is used to illustrate some of the design criteria previously described and discussed.

Lighting consultants are in little doubt about why they exist: ‘Electrical consulting engineers tend to consider the subject of lighting as a quantitative engineering issue as opposed to the qualitative visual subject it clearly is,’ states Lighting Design Partnership (LDP) in its company brochure. The net result is that most artificial lighting in this country is an unimaginative and depressing compromise which results from the lack of a common language between architect and engineer.

International student enrollment has experienced dramatic increases on U.S. campuses. Using a national dataset, the study explores and compares international and domestic students’ incoming and post-training levels of motivation to lead, leadership self- efficacy, and leadership skill using inverse-probability weighting of propensity scores to explore differences between the two samples. Unweighted findings suggest that international and domestic students enter programs similarly across in many ways, and leave the immersion program with similar gains. However, a matched-sample comparison suggests that international students’ growth was statistically different in ethical leadership skills, affective- identity motivation to lead, and leadership self-efficacy. Discussion focuses on the benefits of leadership development to international students why campuses could build partnerships between units that serve international students and leadership educators to facilitate a more inclusive campus.

This paper aims to investigate the phenomenon of active escapism – a unique form of experiential consumption that engages fantasy and role-play as a means of coping. In contrast with passive forms of escapism, whereby consumers act as observers (e.g. watching a movie), active escapism provides consumers with the opportunity to directly interact with mediated realities, whether constructed in a virtual space (e.g. a video game) or the real world.

Within the context of video game consumption, a conceptual framework for active escapism comprised antecedents, processes and consequences is established through literature review, depth interviews and naturalistic inquiry.

The findings suggest that active escapism functions as a coping mechanism when consumers are confronted with external stressors that threaten either their sense of identity or control. While other forms of emotion-focused coping relieve stress through psychological avoidance (i.e. refocusing of attention away from stressors), active escapism provides the benefits of affirmation and empowerment through projective fantasy (i.e. role-play) and presence (i.e. immersion into a mediated reality).

The conceptual framework established by this analysis gives insight into the structure of active escapism as a theoretical construct, providing a foundation for future research. Managerial implications for consumer escapism (e.g. branded in-game content) are discussed.

This research provides accounting-ethics authors and administrators with a benchmark for accounting-ethics research. While Bernardi and Bean (2010) considered publications in business-ethics and accounting’s top-40 journals this study considers research in eight accounting-ethics and public-interest journals, as well as, 34 business-ethics journals. We analyzed the contents of our 42 journals for the 25-year period between 1991 through 2015. This research documents the continued growth (Bernardi & Bean, 2007) of accounting-ethics research in both accounting-ethics and business-ethics journals. We provide data on the top-10 ethics authors in each doctoral year group, the top-50 ethics authors over the most recent 10, 20, and 25 years, and a distribution among ethics scholars for these periods. For the 25-year timeframe, our data indicate that only 665 (274) of the 5,125 accounting PhDs/DBAs (13.0% and 5.4% respectively) in Canada and the United States had authored or co-authored one (more than one) ethics article.

The purpose of this study was to explore and identify factors affecting adoption and implementation of information and communication technology (ICT) in large ICT‐experienced Australian construction organizations. During 2002 the researchers undertook an online survey, supplemented by a hardcopy collection option, to gather data from three major construction organizations with many years experience with implementing and adopting IT. The analysis concentrated on a common class of ICT adopted across the three organizations so that factor analysis could be validly undertaken. Results identified 11 factors that were found to influence ICT diffusion and adoption by the organizations that were grouped into management, individual, technology and workplace environment categories. These concurred with theory from the change management, innovation diffusion and organizational learning literature. Further, in‐depth qualitative analysis through case studies (beyond the scope of this paper) also helped to explain and make sense of the results. The results help to better explain human related factors in particular in terms of the broader and emerging literature of organizational learning and innovation adoption with a clear focus on how the people‐side of ICT diffusion and adoption is undertaken. This ICT diffusion and adoption study is undertaken at the firm‐level (micro analysis) as opposed to the industry level (macro analysis) and so provides insights into the interplay between diffusion and adoption concepts.

Studies show that supervisor incivility can have detrimental consequences for subordinates. However, little is known about the job and personal resources that can reduce the effect of supervisor incivility on subordinates' counterproductive work behavior (CWB). Based on the Job Demand-Resources (JD-R) model, we investigate social job crafting (job resource) and internal locus of control (LOC; personal resource) as buffers on the relationship between supervisor incivility and subordinates' CWB toward the organization.

Two field studies to test our proposed hypotheses were conducted. A two-wave time-lagged design was used and data was collected from 115 supervisors and 318 subordinates from a large electricity provider company (study 1) and 121 employee–coworker dyads from a large insurance company (study 2).

Across the two studies it was found that supervisor incivility positively relates to subordinates' CWB toward the organization. Further, this relationship was weaker for individuals with high internal LOC and those who engaged in social job crafting.

The findings are helpful for HR managers to figure out how to stop supervisor incivility through civility training and motivating employees to social job crafting behavior.

This study implies that social job crafting (job resource) and internal LOC (personal resource) are essential factors that can reduce the effects of supervisor incivility on subordinates' CWB toward the organization.

This paper aims to investigate the impact of three different flow channel cross sections on the performance of the fuel cell.

A comprehensive three-dimensional polymer electrolyte membrane fuel cell model has been developed, and a set of conservation equations has been solved. The flow is assumed to be steady, fully developed, laminar and isothermal. The investigated cross sections are the commonly used square cross section, the increasingly used trapezoidal cross section and a novel hybrid configuration where the cross section is square at the inlet and trapezoidal at the outlet.

The results show that a slight gain is obtained when using the hybrid configuration and this is because of increased velocity, which improves the supply of the reactant gases to the catalyst layers (CLs) and removes heat and excess water more effectively compared to other configurations. Further, the reduction of the outlet height of the hybrid configuration leads to even better fuel cell performance and this is again because of increased velocity in the flow channel.

The data generated in this study will be highly valuable to engineers interested in studying the effect of fluid cross -sectional shape on fuel cell performance.

This study proposes a novel flow field with a variable cross section. This design can supply a higher amount of reactant gases to the CLs, dissipates heat and remove excess water more effectively.