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The purpose of this study is to investigate whether a U-shaped relationship exists between the length of time a donor has been a regular member in a nonprofit organization and the amount donated over time. In addition, this research analyzes whether this relationship is moderated by donation frequency.

Using a database of 6,137 members from a collaborating nonprofit organization, a longitudinal study is conducted over an eight-year period (2013–2020). A set of ordinary least square (OLS) regression analyses are carried out to empirically test the proposed hypotheses.

This study finds a nonlinear, U-shaped relationship between donation amount and relationship length. This effect can be explained through the dynamic evolution of two dimensions of commitment: affective (decreasing over time) and normative (increasing over time). The results also reveal that these effects, however, become flatter for members who engage in more frequent donations.

The results provide novel insights revealing the nonlinear nature of the relationship between the length of time a donor has been a member of a nonprofit organization and the amount donated, and underscores the moderating role of donation frequency, which makes the U-shaped relationship flatter, thus increasing the amounts donated. Despite their relevance in the service ecosystem, nonprofits have been under-represented in prior work. This study offers important practical insights into the effective management of the regular donor portfolio.

Drawing from the theory of relationship dynamics, the purpose of this paper is to investigate how the relationship life cycle moderates the link between relationship quality and customer value co-creation. As customer-firm relationships pass through different stages (exploration, buildup, maturity, and decline) characterized by distinct customer behaviors, this study proposes a dynamic conceptual framework.

A questionnaire was administered in financial services firms. The final valid sample comprised 2,000 individuals. Subjective customer information from the questionnaire was combined with objective data that the financial entity provided.

The results demonstrate that the relationship life cycle plays a key moderating role, revealing that, in the buildup and maturity stages, the influence of relationship quality on customer value co-creation is stronger than in the decline stage. However, for customers in the exploration stage, relationship quality does not lead to customer value co-creation behaviors.

As customer relationship stages are constantly evolving, this study provides companies with additional interesting tools to personalize business strategies and to adapt marketing investments to the specific situation of customers.

To the authors’ knowledge, this is the first study to consider how the relationship life cycle influences the strength with which relationship quality promotes customer value co-creation.

This paper analyzes the influence of leadership styles and human resource management (HRM) on teacher well-being and how these contribute to Sustainable Development Goals (SDGs) 3: Good Health and Well-being, 4: Quality Education, and 8: Decent Work and Economic Growth. The analysis assesses the extent to which the well-being of schoolteachers is influenced by the human resource management and leadership style of the school management.

The aim of this study is to determine how leadership by example, high communication leadership, human resource management and gender, influence two dimensions of teacher well-being, namely emotional and physical well-being. Gender was used as a moderating variable. The relationships between these variables are reflected in the hypotheses of this study. Linear regression analysis was used to test these hypotheses. The measurement scales were drawn from the literature. Data were obtained using non-probabilistic convenience sampling of 300 public and subsidized (concertado) high schools. To include large and medium-sized Spanish cities in the study, Madrid, Valencia, Malaga, and Murcia were selected. The final sample consisted of 315 high school teachers from 75 schools.

The results suggest that leadership by example and high communication leadership influence human resource management directly and positively. Human resource management, in turn, influences the physical and psychological well-being of schoolteachers.

This paper adds to the literature on leadership styles and human resource management by expanding the knowledge of factors influencing schoolteachers' well-being. To the best of the authors’ knowledge, this is the first article reporting a study on such factors in schools in Spain.

Este trabajo analiza la influencia de los estilos de liderazgo y la gestión de los recursos humanos (GRH) en el bienestar de los profesores y cómo estos contribuyen a los Objetivos de Desarrollo Sostenible (ODS) 3: Buena salud y bienestar, 4: Educación de calidad y 8: Trabajo decente y crecimiento económico. El análisis evalúa hasta qué punto el bienestar de los profesores está influenciado por la gestión de los recursos humanos y el estilo de liderazgo de la dirección del centro.

El objetivo de este estudio es determinar cómo el liderazgo mediante el ejemplo, el liderazgo de alta comunicación, la gestión de los recursos humanos y el género influyen en dos dimensiones del bienestar de los profesores, a saber, el bienestar emocional y el físico. El género se utilizó como variable moderadora. Las relaciones entre estas variables se reflejan en las hipótesis de este estudio. Se utilizó un análisis de regresión lineal para probar estas hipótesis. Las escalas de medición se extrajeron de la literatura. Los datos se obtuvieron mediante un muestreo no probabilístico de conveniencia de 300 institutos públicos y concertados. Para incluir en el estudio ciudades españolas grandes y medianas, se seleccionaron Madrid, Valencia, Málaga y Murcia. La muestra final consistió en 315 profesores de secundaria de 75 centros.

Los resultados sugieren que el liderazgo mediante el ejemplo y el liderazgo de alta comunicación influyen directa y positivamente en la gestión de los recursos humanos. La gestión de los recursos humanos, a su vez, influye en el bienestar físico y psicológico de los profesores de instituto.

Este artículo se suma a la literatura sobre los estilos de liderazgo y la gestión de los recursos humanos, ampliando el conocimiento de los factores que influyen en el bienestar de los profesores de centros escolares. Hasta donde los autores saben, éste es el primer artículo que informa de un estudio sobre dichos factores en los centros escolares de España.

The purpose of this paper is to summarize previous research findings of the relationship between reputation and sustainability at the firm level.

This research uses a systematic literature review of 306 retrieved articles that matched the search criteria. After applying filters and narrowing the sample to a total of 156 articles of a 19-year period (2000–2019) that were finally content analyzed for this study in order to identify sources, authors, theories, methodologies, and opportunities for future research.

Findings demonstrate that in most of the cases, sustainability appears to be an antecedent of corporate reputation and a tool to enhance stakeholders' acceptance and perceptions on companies' activities.

The study shows the potential of sustainability reporting as a tool to enhance corporate reputation; moreover, it also discussed the likely effect of sustainability over brand equity. This research confirms the importance of having strategic management of both corporate sustainability and reputation management. Including both reputational management and sustainability in the corporate strategy can be a potential source to create value, protect against difficulties and liabilities, and maximize business survival.

For business, establishing clear positions in relation to environmental and social issues, building collaborative global networks and authentic local relations, giving signals that reaffirm business purposes with all stakeholders, and adhering to the sustainable development agenda enhance positive corporate reputation.

In addition to answering the stated research question and in fact filling a gap in the literature, this study led us to identify 25 research questions classified in seven different areas (measurement and scales; causes and effects; longitudinal studies; geographical contexts; theory building; digital as a novel environment; and new actors and institutions).

The aim of this research is to explore the influence of channel integration quality on consumer perception and response from the individual customer perspective.

This study collected 517 online questionnaires from residents in Taipei (Taiwan) and Shenzhen (China) in 2020 based on quota sampling. The empirical study employed structural equation modeling.

Based on the empirical results, the primary path indicated that channel-service configuration positively affected experience quality, which mainly positively affected customer engagement. The secondary path showed that channel-service configuration positively affected experience quality, which positively affected customer empowerment. Furthermore, experience quality and relationship proneness are mediating variables concerning the impact of channel integration quality on customer responses.

This study had time and budget limitations; thus, 517 questionnaires were collected from Taipei and Shenzhen. If the budget allows, it would be better to collect 1,000 questionnaires in total (500 from Taipei and 500 from Shenzhen).

Retailers should realize the core of omni-channel retailing, which is no longer concentrated on the “quantity” of channels but on consumers. When omni-channel retailers integrate online and offline channels, the retailers should try to understand what consumers want and then provide similar and diverse products and services in different channels so that consumers have more choices.

The novelty of this research is the investigation of the mediation effect of channel integration quality and consumer responses on retailers and consumers, and enriching current research on omni-channel retailing from the bottom-up perspective, as well as a comprehensive study on the two types of channel integration quality and two types of consumer responses.

Given the controversial nature of the effectiveness of loyalty programs (LPs), this paper examines the effect of a new type of LP, namely green LPs, on consumers' perceived value of LPs. Specifically, the authors identify three types of green LP design and test their impact on perceived value.

An experimental protocol involving 1,016 shoppers was adopted in order to analyze the three types of green LPs identified in the literature.

Supported by social exchange theory (SET), the results show that a green LP can influence the perceived value of LPs. Such programs can drive psychological value in addition to the economic value linked only to monetary incentives. LPs rewarding sustainable behavior appear to be the most significant generators of value.

Since corporate social responsibility (CSR) is now critical to a company's success, this study investigates how firms can integrate it in order to improve the effectiveness of their LP design.

This paper aims to examine the impact of corporate social responsibility (CSR) on financial performance (FP) of Indian steel industry in terms of value-added (VAM), profitability (PM), market (MM) and growth measures (GM).

It is an empirical study using secondary data of 40 companies for 14 years collected from CSR/annual reports/official websites of the companies and Prowess database. The panel regression analysis, MANOVA and univariate ANOVA have been conducted to examine the impact of CSR on FP.

The result indicates a positive impact of CSR on FP in terms of VAM, PM and GM, thereby indicating that more investments in CSR will generate wealth for shareholders, enhance profitability and sales. Moreover, this study shows no noticeable relationship between CSR and MM.

This study contributes to the literature on the CSR–FP relationship and also has implications for managers, investors and other stakeholders. Companies with higher CSR rating create a brand image, attract proficient employees, get greater profit, loyal customers and have less possibility of bribery and corruption. This study may result in being influential to companies confined not only to this sector but also reaching to the others, thus inspiring them to contribute their share of profit for the welfare of society.

To the best of the authors' knowledge, it is the first comprehensive study to examine the impact of CSR on FP of Indian steel industry by considering four dimensions for measuring FP. It provides evidence about the relationship between CSR and FP.

This study aims to identify the groups of value cocreators in the context of social media in the retail banking industry and resources that predict customer membership among different groups of value cocreators.

This study reviewed the literature and developed measurement instruments for the constructs of interest. Data were collected from 406 customers in an emerging market in 2019 and analyzed using latent profile analysis.

This study identified three profiles of value cocreators on social media based on the actual practices of resource integration that enliven value cocreation. Second, this study explains the differences in the performance of resource integration practices to cocreate by the types of resources that customers integrate into social media. Third, this study fills the need for knowledge of value cocreation in different contexts and industries (e.g. banks).

This study analytically relates a set of resources to the variety and intensity of the value cocreation practices adopted by bank customers in interactive environments. The emphasis on how value cocreation practices in online environments combined with customer resources (e.g., a person-centered approach) allows to identify unique profiles of value cocreators on social media. The findings inform managers of the profiles of cocreators, which customers are more attractive as value cocreators on social media, and which resources managers should help customers develop to increase cocreation on social media.

This paper compares traditional and digital banks in nine categories of complaints and provides insights to improve complaint management performance.

A sample of the major Brazilian banks was defined, with four traditional and four digital banks. The grey relational analysis (GRA) method was applied as an analytical tool to compare the most frequent complaints of traditional and digital banks. The most critical complaints identified were considered to discuss potential improvements in complaint management using quality and service management system concepts.

The GRA method enabled the development of a ranking of nine complaint categories, considering the uncertainty involved in the data and differentiating between traditional and digital banks. The most critical complaint categories, regardless of business model, were “unauthorized charges” and “poor service,” which were ranked first and second in the frequency rankings. Traditional and digital banks differed the most in the complaint category “unfair charge,” ranking third and eighth in the rankings, respectively.

Managers from traditional and digital banks can improve complaint management performance by applying ISO 9001 and ISO 20000 concepts such as incident, problem, change, service level, availability, capacity, information technology service continuity and financial management.

The study's findings can help bank managers improve service levels in the face of technological competition. Improving these organizations is an important factor for developing countries such as Brazil.

This paper reveals the differences between two business models regarding complaint management. It also considers a methodological approach to include the uncertainty related to customers' perception and subjectivity inherent to complaints.

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.