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The purpose of this paper is to explore the psychological strategies as well as the rhetorical and discursive arguments developed in organizations and by individuals when they have to cope with the paradoxes and changes related to CSR.

This study uses the perspective of the paradox as an analytical framework to parse strategies developed in organizations as they cope with tensions and changes related to CSR. The authors conducted 50 semi-structured interviews with stakeholders and the authors performed a qualitative analysis with the information compiled.

The main strategies for dealing with CSR paradoxes and changes consist of developing perceptual and motivational biases as well as explicative heuristic ones through which, from a discursive perspective, a coherent and conciliatory framework is presented with rhetoric that play a fundamental role in justifying CSR as a present hope over a future illusion regardless of the past reality.

The lesson to be drawn from the exploration is the following: managers and CSR officers need to leave behind fear, anxiety and defensive attitudes and accept the paradox by re-contextualizing the tension as a stimulus for conscious and reflexive confrontation with emotional equilibrium, this being defiantly motivating as a sensemaker. In this way, the approach to the present inconsistencies in CSR should not involve a dismissal of conflictive situations but rather the development of the capacity to transcend the tension emanating from them and to learn to manage organizations from this paradoxical reality.

This paper aims to present the triggers of negative customer emotions during a call center encounter and the impact of emotions on satisfaction and loyalty. It suggests ways of mitigating the negative effects of such emotions.

This paper uses exploratory research consisting of 33 focus groups with 121 narratives of a call center encounter.

Callers predominantly report frustration as the emotion arising from negative experiences in a call center encounter. Goal urgency, reduced customer control and uncertainty underlie this emotional experience. Triggers include assessments of “dehumanized”, “incompetent” or “hostile” call center employees as well as the more well-known multiple transfers and waiting time. Customer may remain loyal after a frustrating encounter if they believe that alternative services will be no better.

Disembodied service encounters generate conditions of reduced control and certainty which foster negative emotions. The outcomes of negative emotions are not always negative if the call center context is managed appropriately. Focus groups took place in a European business school, so generalizability of the results to other regions may be limited.

Negative emotions can have a strong effect on loyalty, a key issue in service organizations. This paper provides insights into how to manage customer emotions effectively.

Customer satisfaction and loyalty in terms of emotions are generally overlooked in the call center industry because of the focus on performance metrics. This study shows that emotions must be taken into account to ensure customer retention and the competitive edge.

The goal of this paper is to provide contributions aimed at illustrating how the autonomic computing concept may be applied within a multi‐path transport protocol called multi‐path TCP (MPTCP) with the aim of providing as high as possible a quality of service (QoS) for mobile and multimedia applications.

The paper's general vision is to define how to use the general IBM Autonomic framework for the design of a new and generic autonomous transport layer aimed at fitting as best as possible both QoS requirements and network constraints.

Several QoS‐aware mechanisms are proposed and evaluated and an ontology‐based semantic model for the dynamic discovery of MPTCP mechanisms is also presented. This work was done within the A2NETS project funded by the ITEA 2 program, a strategic pan‐European program for advanced pre‐competitive research and development (R&D). A2NETS aims at developing a set of common services for M2M devices communicating within heterogeneous networks.

The originality of this paper is the study of the QoS benefits induced by the implementation of the “partial reliability” concept in MPTCP for interactive video applications based on the codec H.264. The second contribution of the paper is that it deals with the decision process that has to be enforced to provide such an adaptable MPTCP with self‐autonomic capabilities. Towards this goal, a semantic ontology‐based model has been proposed allowing to classify and to define clearly the semantic of the different QoS‐oriented mechanisms that have been proposed for MPTCP. This ontology is aimed at being used by the autonomic manager during the decision process step.

The purpose of this paper is to test whether the simple exposure to different types of products can trigger different motivational orientation on consumers (prevention vs promotion), which in turn would match message frame and increase persuasion.

Three experiments test whether exposure to product categories can trigger consumer’s regulatory focus orientation. Participants in the pilot study are students, while participants in the two other studies are consumers.

A first pilot study randomly exposed participants to a product that could trigger promotion orientation (e.g. orange juice) versus a product that could trigger prevention orientation (e.g. sunscreen). Participants exposed to promotion (prevention) product suggest more promotion (prevention) strategies to reach a particular goal (preparing for their final exam). Study 2 shows that gain (vs loss)-framed messages using health appeals have better evaluations when featuring promotion (vs prevention) products. Study 3 generalizes these results using another sample and different product categories.

The paper uses some product categories and including other categories would increase external validity.

The practical implication is to help marketers to choose the right health argument to match the product category they are trying to sell.

Theoretically, the results from three studies show that exposure to products can temporarily trigger a consumer’s regulatory focus and that messages using health arguments that are consistent with this regulatory focus are more persuasive than those that are not. Managerially, these results help managers to adapt the right message in function of the product category.

Nature-based solutions (NBS) generate different impacts at the urban scale, such as the ability to regulate water or store carbon, comparable to traditional, gray infrastructures in a more cost-efficient way. On the other hand, by their intrinsic nature, NBS do deliver a series of other services that are commonly defined as social, economic, and environmental cobenefits. These benefits are not always valued in a consistent and complete way, so there is the need to compile a more comprehensive evidence base on the social, economic, and environmental effectiveness of NBS. The chapter attempts to identify a categorization of the existing NBS and define the ecosystem services (ES) provided by them. Furthermore, starting from the results achieved through the definition of the existing NBS frameworks assessment, the chapter will identify a set of key performance indicators KPIs, based on the ES produced by NBS, to measure the economic, social, and environmental benefits generated in by NBS at the urban level taking into account their multifunctional character. In total, 66 key performance indicators have been individuated: 3 for provisioning services, 38 for regulating services, 17 for cultural services, and 8 for supporting services. Each indicator has been associated to a category of ES in order to measure and evaluate the performances of NBS implemented in cities.

In the years following the publication of A Theory of Consumption (1923), Hazel Kyrk’s book became the flagship of the field that would later be known as the economics of consumption. It stimulated theoretical and empirical work on consumption. Some of the existing literature on Kyrk (e.g., Kiss & Beller, 2000; Le Tollec, 2020; Tadajewski, 2013) depicted her theory as the starting point of the economics of consumption. Nevertheless, how and why it emerged the way it did remain largely unexplored. This chapter examines Kyrk’s intellectual background, which, we argue, can be traced back to two main movements in the United States: the home economics and the institutionalist. Both movements conveyed specific endeavors as responses to the US material and social transformations that occurred at the turn of the 20th century, notably the perceived changing role of consumption and that of women in US society. On the one hand, Kyrk pursued first-generation home economists’ efforts to make sense of and put into action the shifting of women’s role from domestic producer to consumer. On the other hand, she reinterpreted Veblen’s (1899) account of consumption in order to reveal its operational value for a normative agenda focused on “wise” and “rational” consumption. This chapter studies how Kyrk carried on first-generation home economists’ progressive agenda and how she adapted Veblen’s fin-de-siècle critical account of consumption to the context of the household goods developed in 1900–1920. Our account of Kyrk’s intellectual roots offers a novel narrative to better understand the role of gender and epistemological questions in her theory.

Generation Z, including individuals born from the mid-1990s to the late 2000s, is said to be different from other generations before. Generation Z is said to be the generation of digital natives, with multiple identities; a worried and creative generation who value collaborative consumption; and a generation looking forward. The authors present here tentative observations of Generation Z in Asia using theoretical approaches and scientific backgrounds: the authors show how socialisation theory (parents and peer group) and technology (relationship with smartphones) offer meaningful perspectives to understand Generation Z behaviours in Asia. Finally, the authors ask some key questions about dealing with Generation Z in Asia in the field of smartphone use, consumer behaviour (shopping orientation), collaborative consumption (sharing), and work context.

This article aims to examine male and female police officers' perspectives concerning women participating on special weapons and tactical (SWAT) teams. The study seeks to explore differences in opinions on a woman's ability to gain entrance and perform in a traditionally male‐dominated subculture.

A self‐report survey was distributed to a purposive sample of 202 police officers in the US. Male SWAT officers and females from seven agencies responded to 13 Likert‐type items and provided demographic information on years of experience, rank, and race.

The results show that male SWAT members are somewhat receptive to a woman becoming a team member; however, they are more likely than women to believe that females lack the needed strength and skills. Female officers perceive themselves as competent and valuable additions to SWAT.

Although the research is exploratory and the findings are difficult to generalize, the results suggest that law enforcement's militaristic nature and role specialization continue to impede integrating female officers into SWAT subcultures.

This study is the first to employ quantitative methods to explore police officers' attitudes and gender's role in SWAT assignments.