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In the last 15 years, online sales of second-hand products have grown substantially due to changes in the economy, increasing interest in sustainability and the new opportunities offered by the alternative markets. However, little is known about the antecedents of customer retention in this particular online market. To this effect, the aim of this research is to bring new insights about what retains shoppers and creates loyal behaviour in this market by presenting a loyalty model based on expectancy-value theory and building on Olsen's satisfaction-loyalty model.

To achieve the above-mentioned purpose, a survey comprised of 507 respondents who had purchased second-hand products via an online platform during 2020 was used to test the model.

The results validate both the satisfaction-loyalty model and the mediator role of the fulfilment of expectations between perceived quality and satisfaction. The results also indicate that customer fulfilment of expectations depends only on the perception of product quality. Perceived product quality was also the dimension that most influenced satisfaction, followed by perceived vendor quality. Last, the dimensions that contributed most to loyal behaviour were satisfaction with the vendor and with the website.

The originality of this research lies in the validation of the unique satisfaction-loyalty model for online second-hand purchases. The value of this research is that it adds knowledge about effective strategies for platform owners and sellers to enhance customer satisfaction and loyalty in online second-hand markets.

The purpose of this paper is to analyse the effect of nurses’ experience of the fulfilment of their psychological contract on their intention to leave the nursing profession and to consider employee engagement as a mediator between the fulfilment of the psychological contract of nurses and their intention to leave their profession.

The authors used a quantitative, cross-sectional research design. In total, 1,039 Australian nurses completed an anonymous online survey conducted via the Australian Nursing and Midwifery Federation website. Structural equation modelling was used to test the hypotheses.

The fulfilment of promises related to interesting job content and social atmosphere were negatively associated with intentions to leave the nursing profession, and these relationships were mediated by engagement. The fulfilment of promises related to career development, financial rewards and work–life balance were not associated with intentions to leave the nursing profession.

To ensure professional nurse retention, it is necessary to not just promise nurses interesting jobs and a supportive social atmosphere, but to manage nurse perceptions regarding the fulfilment of these promises.

Although there has been extensive research on nurse intention to leave their current job, the important area of nurse professional turnover has received less attention. The research highlights the importance of fulfilling expectations and promises related to interesting nurse job content that encourages nurse responsibility and autonomy as well as promises of a social atmosphere that includes co-operative relationships and good communication with colleagues.

The purpose of this paper is to examine the effect of psychological contract (PC) fulfilment and violation on turnover intention and self-employment intentions.

A sample of 132 Dutch organizationally employed individuals was used to test the effect of PC fulfilment on turnover intention and self-employment intention. Also, mediation effects of violation on the relation between PC fulfilment and turnover intention and its effect on the relation between PC fulfilment and self-employment intention were examined.

Consistent with existing literature, the results show that lower ratings for PC fulfilment and feelings of violation of this contract can explain intentions to leave. Moreover, the results demonstrate that lower ratings for PC fulfilment are also related to self-employment intentions. This relationship is partly mediated by turnover intentions.

This research measured intention to turnover, thus not the actual turnover. In addition, self-employment was measured by means of a self-designed scale.

Managing the PC is a delicate but crucial process to prevent valuable employees from leaving the organization.

The paper contributes to the literature on PC fulfilment and employee attitude. In addition, little is known about the influence of PC fulfilment on an employee’s intention to pursue self-employment.

This paper seeks to investigate what victims of domestic violence expect police to do for them, and how these expectations subsequently influence their levels of satisfaction.

Structured interviews with 222 victims of domestic violence were conducted by staff from an integrated community‐based service delivery agency in Cardiff, Wales. Multivariate analyses were performed to reveal the factors that contribute to domestic violence victims' satisfaction with the police.

Consistent with the expectancy disconfirmation model, results indicate that the most important determinant of satisfaction is the extent to which victims' expectations about police behaviour and demeanour are fulfilled.

The results of this study and implications for police policy are discussed.

The purpose of this research is to investigate the influence of psychological contracts on the adjustment and organisational commitment of expatriates during international business assignments. The study also aims to investigate the influence of psychological barriers to expatriate adjustment.

A unique survey questionnaire was developed to collect data from 219 Taiwanese business expatriates during the first quarter of 2007. A LISREL analysis is used to test the hypotheses of the research framework.

The study finds that: perceived fulfilment of the psychological contracts of expatriates significantly influences both their adjustment to foreign situations and their organisational commitment; psychological barriers to adjustment have a negative influence on both socio‐cultural adjustment and psychological adjustment; and expatriate psychological adjustment has both a direct and an indirect influence on organisational commitment.

International managers should implement appropriate human resource measures to meet expatriates' expectations for their psychological contracts. Managers should ensure that expatriates receive adequate counsel and training to assist them in minimizing any psychological barriers they might have to adjustment in a foreign environment.

The study extends concepts from organisational behaviour theory and applies them to the process of international manpower management.

Examines salespeople′s attitudes towards specific sales tasks and work‐related aspects; anticipated fulfilment or non‐fulfilment to various organizational outcomes; and self‐perceived emotional and performance‐related outcomes at the workplace. Suggests that there is a relationship between anticipated (non)‐fulfilment and perceived levels of job (dis)satisfaction, motivation and performance. Opportunities for creating a highly satisfied salesforce depend mostly on the managerial effectiveness in bridging the gap between salespeople′s preferred and anticipated outcomes.

The purpose of this paper is to explore the role of individualism-collectivism (IC) in determining psychological contract fulfillment (PCF) at individual level, thus attempting to establish that cultural orientation of each individual may differentially predict the fulfillment of his/her psychological contract.

Structural equation modeling was conducted on the cross-sectional data collected from 465 IT professionals working at different multi-national software companies.

Model fit between the dimensions of IC and PCF was found to be good, indicating a significantly positive relationship between within-culture cultural orientation of an individual and his/her perception of PCF. The analyses revealed that collectivist beliefs, values and norms have a significant relationship with the perception of delivery, fairness and trust toward PCF. The relationship between collectivist values and fairness of the deal was found to be insignificant.

A major theoretical implication of the study is its contribution to evidence that people with collectivist orientation have a relatively positive perception toward the fulfillment of a psychological contract between them and the employer. It also clarifies why employees working in the same work environment tend to develop unique psychological contracts owing to their tendency to orient toward a particular cultural state of mind in the form of beliefs, values and norms guiding their day-to-day work-life.

The study is a valuable addition to the current literature in two ways. First, it contributes to the area of personality by examining the individual cultural orientation as an individual difference predictor of PCF. This helps in understanding the role of differences in emotions, cognition and behavior among individuals in predicting the fulfillment of hidden expectations of employees. In the domain of psychological contract, it contributes to evidence that explains why employees in same job conditions and employment relationships experience breach or fulfillment owing to their difference in cultural orientation.

The purpose of this study is to ascertain the best predictors of customer satisfaction by analysing and comparing the variables of two classical paradigms: the confirmation/disconfirmation model; and Locke's model of general satisfaction.

Following a literature review and the development of a conceptual framework in which various problems in the two models are identified, the paper presents a field study that investigates the extent to which the satisfaction of customers of a bank can be explained by these models and by two modified models (regression design).

The study finds: that the inclusion of “importance” in Locke's model does not provide a better prediction of satisfaction than the variables of “performance” and “expectation” in the confirmation/disconfirmation model; that the absolute level of the expectation‐performance difference is a better predictor of customer satisfaction than the simple relative difference; and that “performance” is a much more reliable predictor of satisfaction than “expectation” and/or “importance”.

The study is limited to the specific setting of bank customers; it is uncertain whether the findings can be generalised to other fields.

The study provides an original critique and comparison of the classical models and identifies their limitations. The study also demonstrates that the absolute level of the expectation‐performance difference is a better prediction of customer satisfaction than the simple relative difference. The study shows that “performance” is the most powerful predictor of satisfaction and that it is therefore not necessary, in practice, to conduct a differentiated survey of other predictors.

The purpose of this paper is to link the notions of brand community, loyalty and promise as a reminder to marketers of the importance to brands of keeping their commercial promises to brand community members.

The paper reports on a questionnaire survey (n=500) of members of a sport brand community as part of an investigation into the relationship between brand community and brand loyalty.

Brand loyalty was predicted by age, frequency of attendance, motivations for joining the brand community and the degree to which expectations built by the brand promise are met.

In common with many inquiries in the area of brand community, this is a single case study. It is primarily a cross-sectional study, with a minor longitudinal element.

Branding practitioners and consultants with responsibility for brand community management issues need to balance the consumer-to-consumer dimensions of community with a careful understanding and operationalisation of the brand promise.

This is the first paper to integrate the constructs of brand community and brand loyalty with that of brand promise.

In the global economy, managers are constantly innovating with their use of available Lean Six Sigma (LSS) tools. Some factors, such as training and the right educational goals, have gained strong global acceptance. The purpose of this paper is to focus on contributions to organizational factors that predict organizations usage of LSS management tools to investigate expectations of project managers prior to LSS education and the extent of fulfilment of those expectations following LSS education in Slovenia, an East European country.

This research provides an empirical analysis of LSS as a learning structure and the characteristics of LSS project managers, followed by the results of an analysis of LSS usage in manufacturing companies in Slovenia following comparative surveys carried out in 2008 and 2013.

The top four essential characteristics for LSS organizations in 2013 include: being an innovative LSS project manager; being an effective communicator; having networking ability; and being a positive thinker. Results from 2008 to 2013 have shown differences in the stages of LSS implementation in Slovenia in these years. Differences were also seen in the level of participants’ LSS training in the studies performed.

This paper presents the first ever comparison study regarding the status of LSS education in transition countries, such as in Slovenian manufacturing companies. The study shows the expectations of participants before LSS education and their fulfilment following it. The research is original in many aspects: it includes aspects of external and internal LSS training in companies, it focusses on the manufacturing companies in the transition country of Slovenia and it provides a comparison of results in 2008 and in 2013 and an overview of the progress of LSS education. The paper will be of great value to academics, consultants, researchers, practitioners of LSS, current and future management and owners of companies in Slovenia and other similar East European transition countries. The findings will be useful in business practice for understanding the influences of education and training factors on LSS management tool usage.