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This research investigates the role of customer forgiveness as the result of online service recovery transparency in predicting customer engagement. It also examines the moderating roles of timeliness and personalization in this proposed model.

An online survey study using retrospective experience sampling and a scenario-based experimental study were conducted to test the proposed hypotheses.

Customer forgiveness positively influences customer engagement and plays a mediating role in the relationship between service recovery transparency and customer engagement. Additionally, timeliness and personalization moderate the positive influence of service recovery transparency on customer forgiveness. The positive influence of service recovery transparency on customer forgiveness is more apparent when levels of timeliness and personalization decrease.

To retain focal customers' engagement after a service failure, firms must obtain their forgiveness. One of the firm's online complaint handling strategies to increase the forgiveness level of focal customers is to provide a high level of service recovery transparency (i.e. responding to their complaints in a public channel), especially when the firm is unable to respond to online complaints quickly or provide highly personalized responses.

This research provides new insights into the underlying mechanism of customer engagement by applying the concept of customer forgiveness. It also contributes to the social influence theory by applying the essence of the theory to explain how other customers' virtual presence during the online complaint handling influences the forgiveness of focal customers in order to gain their engagement. Additionally, it provides insight into the conditions under which the role of service recovery transparency can be very effective in dealing with online complaints.

This chapter explores how the intersections of race, gender, and class combine to affect Black undergraduate women and their engagement with high impact practices (HIPs). Specifically, this chapter describes the extent to which Black undergraduate women engaged in HIPs of service-learning, research with faculty, and internships; describes factors that contributed to their engagement (or non-engagement) in the HIPs, while attending a PWI; and explores the role race, gender, and class had on engagement (or non-engagement) with these HIPs. This study used a two-phase sequential explanatory mixed methods approach, which consisted of an electronic survey (n = 190) and semi-structured interviews (n = 10). Survey items were taken from the National Survey of Student Engagement, The College Student Report. The study was conceptually grounded by intersectionality, which allowed an exploration of how social inequalities and power relations intersect to potentially influence the college experience of Black women. Findings indicate that Black women are engaging with HIPs. Factors contributing to engagement included positive faculty interactions, desire to make connections on campus and the need to acquire real world work experience. Factors contributing to non-engagement included lack of knowledge regarding HIPs and the impact of the campus climate on students' sense of belonging and occurrences of stereotype threat.

This study aimed to examine the influence of four factors (intellectual, instrumental, self-actualizing and CPD cultural factors) on teachers' engagement in continuing professional development (CPD), specifically in the context of three lesson study activities: teaching research team activity, teaching research group activity and research lesson study activity in Chinese school settings.

A mixed-methods design was employed to examine the perceived effects of these factors on the engagement levels of 33 primary school teachers who participated in lesson study activities. The research used a questionnaire survey and semi-structured interviews as data collection instruments.

The results indicated that participants demonstrated higher levels of engagement in research lesson study and teaching research group, whereas their engagement in teaching research team was comparatively lower. Intellectual and CPD cultural factors emerged as the strongest predictors of engagement in all the activities. Self-actualizing factors highly influenced teachers' engagement in research lesson study. Instrumental factors mainly affected novice teachers and some mentors in the teaching research group, but not others.

This study addresses a gap in the existing literature by investigating factors influencing teachers' engagement in lesson study professional development. The observed variation in teachers' engagement behaviors and attitudes provides policy makers and school leaders with a deeper understanding of the underlying mechanisms and effects of these engagement factors on teachers' professional development.

This study aims to gain insight into how employee psychological and human resource (HR) practices impact employee work engagement behavior. In addition to that, the research model of this study has tested the moderating relationship of affective employee commitment between employee work engagement and sustainable employability.

The research model is empirically tested with data set of 311 responses retrieved from an employee working in private organizations. Sample size of this study is computed with prior power analysis. Data were analyzed with partial least square-based structural equation modeling (SEM).

Findings of the SEM revealed that altogether psychological well-being, psychological empowerment, HR compensation, HR training, transformational leadership and job enrichment have explained R² 66.1% variance in employee work engagement. Concerning individual impact size psychological well-being has shown medium level effect size (f²) in measuring employee work engagement. However, all other exogenous variables have shown a small effect in determining employee work engagement. The moderating effect of commitment is confirmed in such a way that the relationship between employee work engagement and sustainable employability will be higher when affective commitment is higher.

This research has synthesized HR literature into four core dimensions of HR practices and, hence contributes to HR literature. Similarly, this research contributes to well-being theory while integrating employee psychological well-being into the research model. For HR practitioners this research revealed that psychological well-being, psychological empowerment, affective employee commitment, transformational leadership, HR compensation and HR training are core factors, which influence employee behavior toward work engagement and sustainable employability.

The current research is unique as it investigates sustainable employability phenomenon with an integrated research model that combines employee psychological and HR factors. The concept of sustainable employability is less studied, and therefore this research fills the research gap in this context.

Employee engagement (EE) is a highly popular topic within workplace research, but has been studied almost exclusively from a quantitative, survey based approach, both in academic and consultancy led research. Yet, employee engagement is essentially an individual concept, concerning self, and this highly personal dimension fails to be captured in positivistic surveys. This paper offers a novel methodology in an attempt to address this deficit.

This complex concept needs to be studied from a more interpretivist and ethnographic angle, acknowledging that EE exists within a cultural context. The paper proposes the use of a contemporary, and somewhat contentious, form of ethnography, autoethnography (AE) that weaves together the researcher's personal and participants' experiences to illuminate the phenomenon.

This paper briefly reviews extant literature on employee engagement, explains autoethnography and argues that AE is a highly suitable method to capture both the individual and social nature of self in employee engagement.

To understand how employee engagement works, we need to get at the depth of the concept, and the paper offers an innovative methodological contribution to achieve this. To date, this approach has received limited attention and only minimal anecdotal evidence is presented to support the argument for AE. However, there is substantial scope for further research adopting this novel, collaborative approach.

An autoethnographic approach provides both emic (insider) and etic (outsider) perspectives on the phenomenon, thus harnessing both the experiences of those involved in AE initiatives (e.g. HR practitioners managing EE and employees being engaged) but also the researcher's experiences and interpretations of being engaged in their work, to elicit more rich, layered insights. Such nuanced understanding can help facilitate more appropriate, authentic and realistic interventions to harness employees' whole self and engagement.

Autoethnography provides an innovative approach to studying employee engagement, offering an appropriate alternative to quantitative, snap-shot studies and is more in keeping with the founding scholar's intentions for research on this topic.

This study aims at developing and testing a conceptual model that shows the antecedents of the recall of a former sponsorship.

Primary (n = 1,146) and secondary data from German professional soccer build the empirical base for this research. Multilevel logistic regression is used for data analysis.

The results show that retroactive interferences in the form of replacement sponsors for the same object reduce the recall of a former sponsorship, while the mere passage of time does not have a significant main effect. To counteract such forgetting, the empirical analysis shows that sponsor managers can influence recall of a former sponsorship positively after sponsorship termination by switching to a lower-level sponsorship for the same object or by engaging in subsequent sponsorships with other congruent objects in the same context.

The focus on one type of sponsorship (sport sponsorship) in one country (Germany) is the main limitation of this research.

The findings of this paper should encourage managers to consider the long-term consequences of sponsorship engagements beyond the duration of the sponsorship contract. Managers can influence the recall of a sponsorship not only prior to and during an engagement, but also after the loss of sponsorship rights.

Previous research on former sponsorships has mainly focused on the phenomenon of former sponsor recall per se, without considering the determinants of the construct. This paper contributes to sponsorship literature by showing that the number of replacement sponsorships, a construct unique to the former sponsorship context, dominates the time since sponsorship ending as the main driver of forgetting. Moreover, it provides managers with new post-sponsorship strategies that help maintaining the recall of a former sponsorship at a high level.

The purpose of this paper is to review the development of engagement research in pursuit of improved sustainability accounting and performance and to identify issues in the further development of this field. In particular, the authors consider the implications of this research for practice, policy and theory following the publication of a special issue on the topic in 2007 in the Accounting, Auditing and Accountability Journal.

The authors performed a systematic review of the relevant literature in selected accounting journals for the 11 year period 2007–2017 inclusive. The authors identified the methods, topics and theories addressed by researchers and the academic journals that are more likely to publish engagement research.

The authors found a significant increase in engagement work over the decade since publication of the special issue and a marked increase in the volume and complexity of data collected in studies. There is a marked difference in the openness of different journals to engagement research and the type of engagement research published across accounting journals. Contrary to the argument made by critics of engagement research the authors found that this field of research not only uses theory, but develops theory.

Through the examination of methods and theories used and topics considered, the authors identify avenues for further research – and the journals likely to be receptive to it.

The study demonstrates that the collective body of engagement research aimed at improving sustainability accounting and performance has significant potential to inform practice and policy developments with the same aim.

The study examines an emerging approach in an emerging field of research with significant academic, practice and policy potential.

The topic of customer engagement has been growing in relevance and complexity in the last decade. Therefore, the purpose of this paper is to systematically review and critically analyse the research about customer engagement and address the research question: “What marketing research has been conducted on customer engagement until now and what could be future avenues for research?”

A systematic review of the existing literature is performed based on the Web of Science and Scopus electronic databases. A total of 144 articles are included in the final analysis.

Customer engagement is perceived as a multidimensional concept with different definitions and sub-forms associated. There is an increasing number of authors studying the concept in different industries and geographies, with empirical studies being widely used. The concept emerges from specific theoretical pillars. Different constructs are associated with customer engagement, being studied as antecedents and/or outcomes. This study presents 8 major paths for future research.

This type of approach has a certain level of subjectivity, associated to the methodological process for choosing the articles to be included in the final analysis and the applied filters.

Through this study, readers become aware of the state of the art on customer engagement and associated constructs, the gaps found in past research, the research contexts and also have a glimpse about what can be the future of this field of research, as well as research questions to be addressed.

While being largely studied in organizational research, job engagement has rarely been empirically investigated in the context of higher education. In this study, this paper aim to examine the effects of leader performance expectation and coworker pressure on research engagement of lecturers and the moderation of achievement value.

The authors based the survey on the data collected from public higher educational institutions in Vietnam.

The findings contribute to the literature of job engagement in higher education from an organizational behavior perspective by explaining the mid-level impacts of departmental factors affecting research engagement.

The authors develop an organizational behavior perspective related to middle-level factors to understand factors influencing one specific research job of lecturers in higher education in a non-Western developing nation.