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The purpose of this paper is to examine the influence mechanism of waiting time on customer satisfaction based on first impression bias, which explains how customers’ perceived service-entry waiting time (PSWT) influences their first impression of service staff and satisfaction in the context of online service. Furthermore, the moderating effect of three information formats (formal, informal and hybrid) of opening remark on the relationship between PSWT and first impression, and the moderating effect of perceived in-service waiting time (PIWT) on the relationship between first impression and customer satisfaction are investigated.

Two studies were used to verify the research model. First, an experiment on prepurchase consulting services for cruise tourism products was designed, and 810 Chinese individuals have participated. Second, 20 interviews with e-commerce practitioners in China were conducted.

The results show that, first, PSWT negatively influences customers’ first impression of service staff. Second, customers prefer the hybrid format to present opening remarks, which not only conveys the respect of the staff but also fosters a relationship. Third, in-service waits are equally as important as service-entry waits in online service. When PIWT is longer, the positive influence of first impression on customer satisfaction is weakening, resulting in lower customer satisfaction.

This study provides suggestions for online service enterprises to minimize the negative impact of waiting time and improve customer satisfaction through waiting time management.

This study provides a new perspective for exploring the mechanism of waiting time on customer satisfaction in online service context, and extends previous research related to waiting time by exploring the influence of waiting time in multiple service stages and expression modes of service staff.

The purpose of this paper is to longitudinally analyse the evolution of multiple narrative textual characteristics in the chairman’s statements of Guinness from 1948 to 1996, with the aim of studying impression management influences. It attempts to contribute insights on impression management over time.

The paper attempts to contribute to external accounting communication literature, by building on the socio-psychological tradition within the functionalist-behavioural transmission perspective. The paper analyses multiple textual characteristics (positive, negative, tentative, future and external references, length, numeric references and first person pronouns) over 49 years and their potential relationship to profitability. Other possible disclosure drivers are also controlled.

The findings show that Guinness consistently used qualitative textual characteristics with a self-serving bias, but did not use those with a more quantitative character. Continual profits achieved by the company, and the high corporate/personal reputation of the company/chairpersons, inter alia, may well explain limited evidence of impression management associated with quantitative textual characteristics. The context appears related to the evolution of the broad communication pattern.

Impression management is likely to be present in some form in corporate disclosures of most companies, not only those companies with losses. If successful, financial reporting quality may be undermined and capital misallocations may result. Companies with a high public exposure such as those with a high reputation or profitability may use impression management in a different way.

Studies analysing multiple textual characteristics in corporate narratives tend to focus on different companies in a single year, or in two consecutive years. This study analyses multiple textual characteristics over many consecutive years. It also gives an original historical perspective, by studying how impression management relates to its context, as demonstrated by a unique data set. In addition, by using the same company, the possibility that different corporate characteristics between companies will affect results is removed. Moreover, Guinness, a well-known international company, was somewhat unique as it achieved continual profits.

The impressions of others’ expertise are fundamental to workplace dynamics. Identifying expertise is essential for workplace functions such as task assignment, task completion, and knowledge generation. Although prior work has examined both the nature of expertise and its importance for work, formation of expertise impressions in the workplace has not received much attention. The paper aims to discuss these issues.

In this paper the author addresses the question – how do we form expertise impressions in the workplace – using data from an ethnographic study of a workplace setting. The author employs a case study of project team formation to synthesize a process framework of impression formation.

The author proposes a framework that integrates sociocultural and interactional accounts to argue that actors utilize situational and institutional frames to socially construct their expertise impressions of others. These frames emerge as actors engage in activities within a community of practice.

This practice-based explication of expertise construction moves beyond narrow conceptions of personality-based traits or credentials as signals of expertise. It explains why sharing of expertise within organizations through the use of information technology continues to be problematic – expertise is an enactment and therefore it defies reification through knowledge management.

To demonstrate transparency and accountability, the three boards in this study are required to meet in public in front of an audience, although the boards reserve confidential issues for discussion in private sessions. This study examines boardroom public accountability, contrasting it with accountability in board meetings held in private. The study adopts Erving Goffman's impression management theory to interpret divergences between boardroom behaviour in public and private, or “frontstage” and “backstage” in Goffman's terminology.

The research observes and video-records three board meetings for each of the three boards (nine board meetings), in public and private. The research operationalises accountability in terms of director-manager question-and-answer interactions.

In the presence of an audience of local stakeholders, the boards employ impression management techniques to demonstrate accountability, by creating the impression that non-executive directors are performing challenge and managers are providing satisfactory answers. Thus, they “save the show” in Goffman terms. These techniques enable board members and managers to navigate the interface between demonstrating the required good governance and the competence of the organisations and their managers, while not revealing issues that could tarnish their image and concern the stakeholders. The boards need to demonstrate to the audience that “matters are what they appear to be”, even if they are not. The research identifies behaviour consistent with impression management to manage this complexity. The authors conclude that regulatory objectives have not met their transparency aspirations.

For the first time, the research studies the effect of transparency regulations (“sunshine” laws) on the behaviour of boards of directors meeting in public. The study contributes to the embryonic literature based on video-taped board meetings to access the “black box” of the boardroom, which permits a study of impression management at board meetings not previously possible. This study extends prior impression management theory by identifying eleven impression management techniques that non-executive directors and managers use and which are unique to a boardroom context.

The purpose of this paper is to analyse how an influential supplier of electronics manufacturing services (i.e. Foxconn) discloses its labour practices.

The analysis is conducted through the theoretical lens of legitimacy and impression management. This particular firm is selected as it provides a rich case on labour practice disclosures in a setting where significant labour malpractice incidents occurred from 2009 to 2011. The sample period covers 12 years of the firm's labour practice disclosures (2008–2019) to match with publicly available information that is used to construct expert comparative accounts on the disclosures. The authors corroborate the comparative accounts with sociological studies and responsibility reports from the major customer (i.e. Apple).

The authors found that the disclosures become more detailed over successive years. Occupational health and safety issues are predominantly reported, followed by issues relating to vocational guidance and training and then employment policy. Regarding impression management strategies, defensive strategies embedded in the disclosures are rarely detected and assertive strategies are persistently used from 2008 to 2019 to maintain legitimacy. The comparative accounts show the persistent use of one defensive strategy (i.e. omission) to maintain and regain legitimacy. In other words, as an economic strategy, material labour practice issues are persistently omitted in the disclosures. The incidents discernibly affect how Foxconn discloses labour practices.

The authors’ study contributes to the limited extant research on suppliers' labour practice disclosures from the perspective of legitimacy theory and impression management. The results will be of great interest to researchers, investors, assurers and other stakeholders.

This research aims to examine whether the facial appearances and expressions of Airbnb host photos influence guest star ratings.

This research analyzed the profile photos of over 20,000 Airbnb hosts and the guest star ratings of over 30,000 Airbnb listings in New York City, using machine learning techniques.

First, hosts who provided profile photos received higher guest ratings than those who did not provide photos. When facial features of profile photos were recognizable, guest ratings were higher than when they were not recognizable (e.g. faces too small, faces looking backward or faces blocked by some objects). Second, a happy facial expression, blond hair and brown hair positively affected guest ratings, whereas heads tilted back negatively affected guest ratings.

This research is the first, to the best of the authors’ knowledge, to analyze the facial appearances and expressions of profile photos using machine learning techniques and examine the influence of Airbnb host photos on guest star ratings.

The paper's aim is to describe the first experiences of, opinions and attitudes toward, continuing education using the internet of a group of Puerto Rican pharmacists after an online course.

This is a descriptive study using a focus group of practicing pharmacists who participated in continuing education using the internet for the first time.

The participants' descriptions and impressions with regard to online continuing education (CE) experiences were both emphatic and covered all aspects of the process, from accessing the CE site to selecting a topic to reading the content and answering the questions. Pharmacists recognized the importance and advantages of online CE, but demonstrated preference for live CE. Lack of technical skills is still a limitation, especially the lack of internet navigation skills.

The recruiting methodology did not result in a sufficient number of participants for the two sessions that were planned which highlighted some of the cultural aspects of the process of inviting professionals to attend and participate in a focus group. Even though only one focus group was conducted, the systematic approach garnered detailed and valuable information.

Strong preferences for live CE, the need for socializing, and time‐management issues were identified as being barriers to participating in CE that educators, professional associations and CE providers can address. Continuing education designers and providers must carefully design their web pages and courses to increase its quality, to facilitate taking a CE, to increase satisfaction, and to increase recurrent use.

The paper presents the reactions of a group of adult professionals as they encounter a new learning experience by means of the internet.

Brand management in industrial markets is an important subject. The relative youth of this interest implies gaps in the understanding of the phenomenon, though. With regard to the emphasis on brands in today's competitive markets, improving the understanding of brand meaning and impact in diverse industrial situations and organizations is valuable to both management and theory. This paper adds to the expansion of such insights by applying the notion of brands to subcontractors; their market offer and situation. An overview of the brand concept and brand research in industrial markets directs the discussion. The chapter reports on a qualitative study with the aim to support better comprehension of the meaning and impact of brands in a subcontractor context. The study focuses on buyers' decision-making processes. Customers, although they ultimately focus on product price and quality, rely on corporate brand image for making decisions at several stages of purchasing. Buyers normally face a situation where they must choose among a number of potential suppliers, where they perceive uncertainty and limits regarding time and information. In the process of finding and selecting suitable suppliers, subcontractor corporate brands therefore revolve around proxies for expertise and reliability. A focus on subcontractor brand management can render benefits to individual suppliers concerning the amount of potential clients and signed contracts. Also, paying more attention to corporate brand meaning and content can improve the efficiency of matching buyers with supplier.

This paper aims to empirically explore the influence of website aesthetic attributes (classical and expressive) on customer brand engagement (CBE) intention.

This research develops a framework and a few research hypothesis based on available literature on the concept of aesthetics, aesthetic attribute of websites and CBE, as well as other reliable resources, relevant theories, wherever required and tested it on the data collected from 400 respondents of the Y generation (Gen Y) of India by means of structural equations modelling using SPSS AMOS 21.

The findings indicate that expressive aesthetics of the brand Web pages of the beauty products is positively associated with drawing attention. Expressive aesthetics and classical aesthetics together explained 16% of the variance in attention. This indicates that aesthetic attributes indeed play a role in drawing the attention of the customer. However, mere attention is not sufficient to form the behavioural intention in the customer to engage with that particular brand unless the customer does get fully absorbed with aesthetic attributes of the brand Web pages.

The outcome of this research is based on the view of only 400 Gen Y individuals from the city of Indore in India. This limits its generalizability across India and other country context. This study makes important contribution to brand website aesthetic and CBE literature by empirically investigating the concept of brand website aesthetics as important in interactive marketing approach to initiate CBE intention formation. It further argues that cognitive engagement is the first and foremost engagement dimension and underscores aesthetic attributes as important in forming the customer first perception based on which subsequent CBE behavioural intention develops.

This research adds novel insight in the relationship of the brand website aesthetic attributes and CBE by studying the impact of the aesthetic attribute of brand Web pages on the two cognitive elements, namely, attention and absorption and further its effect on brand behavioural intention taking as sample of Gen Y of India.