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The purpose of this paper is to examine how customer orientation affects frontline service workers’ deep acting and to what extent the effect is moderated by the severity of dysfunctional customer behavior (DCB). Service organizations usually want their employees to demonstrate sincere emotions during customer encounters.

The study employed a mixed method design using measured variables (e.g. customer orientation) and a scenario-based manipulated variable (i.e. DCB severity). Data from 237 service workers were used to investigate the theoretical model.

Results showed that perspective taking and emotional sensitivity mediate the positive effect of customer orientation on deep acting. Furthermore, the influence of emotional sensitivity on deep acting is positive when DCB is less severe, but becomes non-significant when DCB becomes severe.

Because the DCB severity is manipulated as a single event, future research can examine its influence based on employees’ experiences. Also, future studies may investigate other mechanisms to explain customer orientation’s effects on deep acting.

This paper provides service organizations an understanding of the key roles of emotional sensitivity and perspective taking in driving deep acting as well as the importance of monitoring DCB severity.

The study is one of the first in marketing to examine the different influences of DCB severity on important employee outcomes. This study also identifies two important mediators to explain how customer orientation drives deep acting.

The purpose of this paper is to examine the determinants of the volume of environmental disclosures and their quality, with particular focus on the role of audit committees (ACs) and the effects of the Smith report recommendations for the UK Corporate Governance Code.

Quantitative large sample analysis of UK FTSE350 companies for the period 2007-2011.

Firms with higher quality ACs make higher quality disclosures. Larger firms with block shareholders have greater volume of disclosures, whilst AC quality does not increase disclosure volume.

Findings are based on evidence from single country and imply further international comparative research.

ACs mitigate the requirement for prescriptive legislation on narrative accounting disclosures relating to environmental issues.

The paper contributes to research that has examined the relationship between corporate governance mechanisms, specifically ACs, and the quality of financial reporting by considering voluntary narrative disclosures on environmental matters.

This paper aims to understand the process of initiating ingredient/component (IC) branding from the supplier's perspective. It proposes modeling entrepreneurial orientation (EO) as an antecedent factor and differentiation abilities (functional and reputational) as mediators. Investigating IC branding from the supplier's perspective is critical given the cost and risk associated with implementing such a strategy.

A total of 5,254 manufacturing companies were screened to identify IC supplier firms that meet certain criteria. Survey data were collected from 77 top managers (Chief Executive Officers or Chief Marketing Officers) of IC supplier firms. The paper uses partial least squares structural equation modeling (PLS-SEM) and SPSS in analyzing data.

The results indicate that IC branding is a complex strategy – one involving a number of steps that need to be taken in a specific order. More specifically, results indicate that IC branding starts with EO exerting a positive influence on IC functional differentiation ability (FDA). FDA facilitates reputational differentiation ability (RDA), which in turn encourages the supplier to initiate IC branding.

This paper addresses an important gap by studying the process through, which suppliers initiate IC branding.

At the Royal Society of Health annual conference, no less a person than the editor of the B.M.A.'s “Family Doctor” publications, speaking of the failure of the anti‐smoking campaign, said we “had to accept that health education did not work”; viewing the difficulties in food hygiene, there are many enthusiasts in public health who must be thinking the same thing. Dr Trevor Weston said people read and believed what the health educationists propounded, but this did not make them change their behaviour. In the early days of its conception, too much was undoubtedly expected from health education. It was one of those plans and schemes, part of the bright, new world which emerged in the heady period which followed the carnage of the Great War; perhaps one form of expressing relief that at long last it was all over. It was a time for rebuilding—housing, nutritional and living standards; as the politicians of the day were saying, you cannot build democracy—hadn't the world just been made “safe for democracy?”—on an empty belly and life in a hovel. People knew little or nothing about health or how to safeguard it; health education seemed right and proper at this time. There were few such conceptions in France which had suffered appalling losses; the poilu who had survived wanted only to return to his fields and womenfolk, satisfied that Marianne would take revenge and exact massive retribution from the Boche!

Entrepreneurship, organizational behaviour, managerial decision making, strategic management, leadership and managing change.

Undergraduate business and management and MBA/Master's level management courses.

The case, “Vasili” examines the life, career, and leadership style of a successful entrepreneur like Mr Vasili Naci.The case illustrates the management challenges faced in moving from a very centralized economy to a free market one. It also raises issues having to do with the management of changes that are viewed as radical by those being affected. There were significant changes taking place in early years of the twenty-first century in Albania. Vasili was determined to make the necessary changes to confront and respond better the challenges opposed to him by the new environment. In addition this case examines the importance of a right balance between education and experience in successful leadership.

The case is written to serve a number of purposes: Understanding the entrepreneurial mindset and what it takes to start an enterprise (especially in a post communist emerging economy like Albania). The transition/changes that all entrepreneurs have to go through as they grow and develop their business. Examining ways to foster leadership skills through organization and training the next generation of leaders.

Teaching note.

The turn-of-the-month (TOM) effect is observed as one of the seasonalities in many markets. The author examines the TOM effect in the KOSDAQ market and finds that the effect is significant. The TOM effect in the KOSDAQ market is not due to size, turn-of-the-year, turn-of-the-quarter or index rebalancing effect. The author also finds that individual and institutional traders do not trade and buy more stocks at the TOM than on the rest days, not consistent with existing explanations of the increased liquidity by individual investors or institutional window-dressing activity. When the author investigated the net buying volume and net turnover of each investor, the net volume and turnover of individual investors at the TOM were significantly lower than those on the other days, rejecting the hypothesis of their increased demand. Interestingly, net foreign volumes at the TOM are significantly higher than on the other days. Finally, using panel regressions, the author finds that stocks with a higher net buying volume of foreigners for the TOM period tend to have higher returns, while stocks with a higher net buying volume of individual traders for the TOM period are likely to have lower returns. The results confirm that the TOM effect is not due to the increased demand of individual investors. Instead, higher net buying volume by foreigners may partially cause the TOM effect. Therefore, this study contributes to the literature by revealing the presence of the TOM effect in the KOSDAQ market and the foreign role in the anomaly in the market even mainly traded by retail investors.

The purpose of this paper is to investigate whether or not the offer price affects the transaction price and the number of days the property is on the market. Specifically, is it possible for the broker to use the offer price as an instrument for obtaining a higher transaction price?

To test the hypothesis the general hedonic model is used, where the deviation of the transaction price and expected price from the offer price is a function of time on the market.

The results indicate that a high offer price is more likely to result in a high ratio of transaction price to expected price compared to a low offer price.

However, the overall conclusion is affected by the state of the market, that is, whether the market is static, rising or falling.

The best selling strategy in a rising market seems to be set a high offer price compared to the expected sale price.

The main contribution is that the paper not only analyzes the relationship between offer and transaction price, but also its relationship to expected price. It also tests for the existence of spatial autocorrelation, which is unique in this type of study.