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Previous research on salesperson-customer proximity has yielded mixed results, with some studies documenting positive proximity effects on shopping responses and others demonstrating the reverse. To reconcile such mixed findings, this paper aims to test whether and how salesperson proximity influences a series of key customer outcomes in actual retail settings using sample sizes that are considerably larger than most former investigations.

We conducted two high-powered field studies (N = 1,312) to test whether salesperson‐customer proximity influences consumers’ purchase behavior and store loyalty. Moreover, we investigated whether the short-term effects on purchase behavior were moderated by the extent to which the consumption context had a clear connection to consumers’ own bodies.

Salesperson proximity increased purchase incidence and spending in consumption contexts with a bodily basis (e.g. clothes, beauty, health), suggesting that consumers “buy their way out” in these contexts when a salesperson is violating their personal space. If anything, such proximity had a negative impact on consumers’ purchase behavior in contexts that lacked a clear bodily connection (e.g. building materials, furniture, books). Moreover, the link between proximity and consumer responses was mediated by discomfort, such that a salesperson standing close-by (vs farther away) increased discomfort, with negative downstream effects on shopping responses. Importantly, the authors found opposite proximity effects on short-term metrics (purchase incidence and spending) and long-term outcomes (store loyalty).

Drawing on the nonverbal communication literature and theories on processing fluency, the current work introduces a theoretically relevant boundary condition for the effects of salesperson-customer proximity on consumers’ purchase behavior. Specifically, the bodily basis of the consumption context is discussed as a novel moderator, which may help to explain the mixed findings in this stream of research.

Salesperson-customer proximity may serve as a strategic sales tactic to improve short-term revenue in settings that are closely tied to consumers’ own bodies and characterized by one-time purchases. However, as salesperson proximity was found to be associated with lower store loyalty, irrespective of whether the shopping setting had a bodily basis, the risk of violating consumers’ personal space may have costly consequences from a long-term perspective.

The present field studies make three central contributions. First, we introduce a novel moderator for proximity effects in various sales and service settings. Second, we test the focal hypotheses with much higher statistical power than most existing proximity studies. Finally, we document that salesperson-customer proximity ironically yields opposite results on short-term metrics and long-term outcomes, thus underscoring the importance of not solely focusing on sales effectiveness when training frontline employees.

Customer service conversations are becoming increasingly digital and automated, leaving service encounters impersonal. The purpose of this paper is to identify how customer service agents and conversational artificial intelligence (AI) applications can provide a personal touch and improve the customer experience in customer service. The authors offer a conceptual framework delineating how text-based customer service communication should be designed to increase relational personalization.

This paper presents a systematic literature review on conversation styles of conversational AI and integrates the extant research to inform the development of the proposed conceptual framework. Using social information processing theory as a theoretical lens, the authors extend the concept of relational personalization for text-based customer service communication.

The conceptual framework identifies conversation styles, whose degree of expression needs to be personalized to provide a personal touch and improve the customer experience in service. The personalization of these conversation styles depends on available psychological and individual customer knowledge, contextual factors such as the interaction and service type, as well as the freedom of communication the conversational AI or customer service agent has.

The article is the first to conduct a systematic literature review on conversation styles of conversational AI in customer service and to conceptualize critical elements of text-based customer service communication required to provide a personal touch with conversational AI. Furthermore, the authors provide managerial implications to advance customer service conversations with three types of conversational AI applications used in collaboration with customer service agents, namely conversational analytics, conversational coaching and chatbots.

It is well-known and documented that despite a plethora of efforts by institutions to broaden participation in engineering, the representation, retention, and degree completion of Black males in engineering continues to lag. Coupled with a lack of representation, there is also a dearth of research that has sought to understand the experiences of Black males in engineering. In this chapter, through the lens of Hildegard Peplau's (1991) interpersonal relations theory, we sought to explore the experiences of nine undergraduate Black male engineering majors with academic advisors. Academic advisors are strategically positioned in higher education settings as guides to help students navigate college culture, policies, and procedures. Using thematic analysis, three salient themes emerged: “spots are limited,” building their own “advising team,” and prescriptive perceptions. As institutions imagine routes for broadening participation in engineering, they might also consider how they support advisors and encourage relationship development between students and advisors.

This study aims to describe the m-learning experience of school students and teachers during the COVID-19 pandemic and explores the factors influencing the continuance intention of m-learning.

Semistructured interviews of 24 students and 09 teachers of schools in national capital territory (NCT) Delhi, India were conducted over 03 months and transcribed verbatim. A hermeneutic phenomenological design was used to interpret the text and bring out the “lived experiences” of m-learning.

The following 15 themes or factors influencing continuance intention emerged through the hermeneutic circle: (1) actual usage, (2) attitude, (3) context, (4) extrinsic motivation, (5) facilitating conditions, (6) intrinsic motivation, (7) perceived compatibility, (8) perceived content quality, (9) perceived mobile app quality, (10) perceived teaching quality, (11) perceived usefulness, (12) satisfaction, (13) self-efficacy, (14) self-management of learning and (15) social influence.

The study offers insightful recommendations for school administrators, mobile device developers and app designers. In addition, suggestions for effectively using m-learning during disasters such as COVID-19 have been provided. Several future research directions, including a nuanced understanding of m-assessment and online discussions, are suggested to enhance the literature on m-learning continuance.

The study enriches the literature on m-learning continuance. A qualitative approach has been used to identify relevant factors influencing m-learning continuance intention among secondary and higher secondary level (Grades 9 to 12) school students and teachers in India. In addition, a conceptual framework of the relationships among the factors has been proposed. Further, an analysis of the lived experiences of m-learning during the COVID-19 pandemic indicated several issues and challenges in using m-learning during disasters.

The literature that is presently available on sustainable supply chain management (SSCM) combining optimization and industry 4.0 techniques falls short in its depictions of the recent developments, budding pertinent areas and the importance of SSCM in the growth of industrial economies around the world. This article's main objective is to analyze current trends, highlight the latest initiatives and perform a meta-analysis of the literature that is currently accessible in the SSCM area with a special focus on optimization and industry 4.0 techniques. The paper also proposes a conceptual framework that will assist in illuminating how the ideas of optimization and industry 4.0 may contribute to realizing sustainability in supply chains.

The proposed study systematically reviews 85 research publications published between 2010 and 2022 in referenced peer-reviewed journals in diverse fields, including engineering, business and management, services and healthcare. Numerous categories are considered throughout the examination of the literature, including year-wise publications, prominent journals, type of research design, concerned industry and research technique used.

The study demonstrates a deeper comprehension of the literature in the field and its evolution throughout numerous industry sectors, which is helpful for both practitioners and academics. The results from the content analysis highlight various future research opportunities in the domain.

This is one of the first research articles that have attempted to establish, analyze and highlight the current trends and initiatives in the SSCM domain from an optimization and industry 4.0 techniques viewpoint. The cluster-based future research propositions also enhance the novelty of the study.

Scholars and practitioners have raised concerns that mandatory remote work can lead to feelings of isolation and alienation in employees. Therefore, this study aims to investigate this issue by examining the impact of work communication satisfaction in remote environments on employee alienation and job satisfaction.

Sensemaking and social information processing (SIP) theory are used for formulating the hypotheses. To test the hypotheses, primary data were collected from 418 employees working in various Indian organizations and analyzed using AMOS and Hayes' PROCESS macro for SPSS.

The findings reveal that work communication satisfaction is negatively associated with alienation and positively associated with job satisfaction. Alienation mediated the relationship between work communication satisfaction and job satisfaction. Additionally, employees belonging to organizations with stronger CSR associations reported feeling less alienated than employees of organizations with weaker CSR associations.

Organizations can improve work communication satisfaction by devising remote communication plans that clarify employee expectations regarding the frequency, purpose and channel of communication. Additionally, organizations should communicate their CSR efforts to employees, particularly during times of crisis, as this can help improve employee impressions of the organization.

The study extends the work on alienation by approaching it from the perspective of sensemaking. The research demonstrates how work and non-work-related social information cues (work communication and CSR associations) can influence employee attitudes through their sensemaking. The context of the study adds to its uniqueness.

This study examines the motivational forces of self-transcendence and self-enhancement values in consumers' green apartment purchase intention since the values have been seen as the key determinants of environmental beliefs and concerns that motivate pro-environmental behaviour adoption amongst consumers regardless of external barriers. Additionally, this study identifies the role of environmental content in strengthening the effects of self-transcendence value.

Survey data were collected from 234 residents of three high-rise apartment buildings in Hanoi, Vietnam. Measure reliability and validity were tested by confirmatory factor analysis (CFA) before hierarchical ordinal least squares regression (OLS) was conducted to test the hypotheses.

The research results reveal a significant positive relationship between self-transcendence value and consumers' green apartment purchase intention. However, environmental problem-related content exposure was found to weaken the effect of self-transcendence value on the purchase intention whilst the effect was reported to be strengthened by pro-environmental action-related content exposure.

Theoretically, this study emphasizes the importance of interaction effects between external factors and personal values in explaining consumer's decisions and behaviours. Practically, the research results provide valuable insights for marketers and developers into fostering the adoption of green building apartments amongst consumers.

Despite the ability of podcasts to bring free quality content to the masses, studies found that podcast consumption have been identified mostly with the elite class, thus increasing knowledge gaps and digital divides. This study aims to examine whether this trend extends to non-elitist podcast genres by providing the first analysis of sport podcast demographics and uses and gratifications.

A survey was conducted among Israel’s three most popular sport podcast listeners (N = 503), examining the listeners’ demographics, consumption patterns and uses and gratifications driving them to listen to the podcast.

The analysis reveals that most listeners are secular millennials males with above average income, highlighting the elitist nature of sport podcast consumers. The analysis further revealed that information-rich groups were more likely to tune in for information acquisition whereas other groups used it more for entertainment and escapist purposes.

For policy makers and educators who wish to promote podcast-based initiatives to narrow social gaps, the analysis strengthens the notion that the podcast platform mostly attracts those who are already information rich and thus increase knowledge gaps and digital divides. For sport broadcasters, the analysis illuminates sport podcasts audiences’ demographics and their uses of the platform.

The study reflects that the podcast platform is identified with elitist listening even in non-elitist genres; thus it further increases the already wide knowledge gap and digital divides promoted by the advent of the podcast platform.

The study is the first to highlight the elitist nature of sport podcast listeners’ demographics, indicating that the podcast platform increases the knowledge gap also even across non-elitist content genres such as sport content.

The peer review history for this article is available at: https://publons.com/publon/10.1108/OIR-12-2021-0684

Supply chain management (SCM) research has contributed to the transition to a circular economy (CE). Still, confusions exist on the related terms, and no review has mapped out the development trends in the domain. This research clarifies the boundaries of the relevant concepts. Then, it conducts a comprehensive review of the circular SCM (CSCM) literature and identifies opportunities for future research.

Using relevant keywords, 1,130 journal articles published in December 31, 2021 were identified. Unlike the published reviews, which mainly relied on content analysis, this review uses bibliometric analysis tools, including citation analysis, co-citation analysis and cluster analysis. The review identifies general trends, influential researchers, high-impact publications, citation patterns and established and emergent research themes.

The extant CSCM literature includes five prominent clusters: (1) reverse channel optimization; (2) CSCM review and empirical studies; (3) closed-loop supply chain (CLSC) and consumers; (4) CLSC and inventory management and (5) CLSC and reverse logistics (RL). Significant research gaps exist in the use of secondary and longitudinal data, a wider range of theories, mixed-methods, multi-method, action research and behavioral experiment. The least researched topics include zero waste, industrial symbiosis, circular product design, sourcing and supply management and reuse.

This is the first bibliometric analysis-based literature review on CSCM. It clarifies the interrelated supply chain sustainability terms and thus reduces related confusion. It offers insights into the patterns in the CSCM literature and suggests important research directions.

This paper aims to explore the effects of collaborative innovation (CI) in urban planning practice by investigating the influence of a platform for collaboration between academia and external partners (practitioners and community groups). Unlike previous research on learning outcomes from the perspective of students (Fokdal et al., 2020), the aim of this article is to investigate the transformative learning (TL) experience from the perspective of the external partners.

The outcomes of the TL experience were assessed through four elements: disorienting dilemma; critical reflection; engagement in discourse; and reflective and critical taking action.

The claim that collaboration with multiple actors through TL processes can help promote innovative ways to view and practice planning outside of academia has to a certain extent been confirmed. This paper provides evidence that such transformative processes can have an impact on the individuals involved and shows the importance of individuals acting as change agents – or drivers of innovation. In addition, the importance of a collaborative platform – acting as an intermediary – in facilitating TL processes in planning practices is highlighted in the context of Serbia.

This paper is a continuation of existing research on educational initiatives that attempt to integrate sustainability into the curricula and bring innovation to urban planning practice; showcase outcomes of the TL experience for sustainable development, especially when addressing the innovative ways that planning is practiced outside of academia; and push for change toward a more sustainable future not only within and but also outside of academia.