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In the writers' view, an order processing system can best be built up by identifying the facilities required, and considering methods of order entry. They then discuss the advantages of telephone selling and describe how telephone sales operators can make full use of the order processing system to achieve maximum effectiveness.

This paper aims to study the influence of emotions on security behaviour by reviewing Information Systems Security (ISS) topics in Information Systems (IS) literature. Researchers in ISS study how to motivate people to adhere to security policies; they mainly focus on cognitive models such as the technology acceptance model (Davis, 1985), innovation diffusion theory (Brancheau and Wetherbe, 1990), theory of planned behaviour (Mathieson, 1991) and social cognitive theory (Compeau and Higgins, 1995). Applying positive emotions such as joy and interest is feasible by adding emoticons and positive messages; we use this approach to improve password choosing.

We apply differential emotional theory (Izard 2002) from psychology to the context of ISS. Twenty-two participants took part in an experiment with the task of choosing strong but memorable passphrases. The dependent variable is the strength of the chosen passphrase. The task for the user is to come up with a passphrase that is both strong and memorable. We choose a between-subject design. The independent variable is the emotional interface that the user is confronted with.

We found that 5.35 words was the mean when participants were shown positive smiley faces and messages. When exposed to negative emoticons, the mean was only 4.35 words. Through ANOVA, we find the differences to be statistically significant (F1; 20 = 3.16; p < 0.1). We derive from the experiment that positive emotions should be used in ISS when making users start a habit (e.g. developing a new, individual password strategy), and we conclude from our literature review that negative emotions should be used when reinforcing a habit (e.g. taking care of shoulder surfing).

We contribute to practice by developing a user script that can be installed in all established Internet browsers. The script supports the user to choose a good passphrase strategy when registering for a new service. We find that trainings should not rely on facts only but must make use of emotions, which are crucial for human motivation.

The aim of this paper is to analyze the impact of the implementation of a psychological assistance program on new entrepreneurs in a business incubator of a public university located in an emerging economy. The methodology was an intrinsic case study through qualitative approach. The findings suggest that this program had a positive impact on new entrepreneurs; it promoted a space for reflection, motivation and perseverance; it encouraged them to handle different emotions or factors to achieve its business targets. Thus, it helped them to improve the chances of success of their start-ups by learning and strengthening key psychological entrepreneurial competences.

This study aims to investigate the moderating role of hedonic and utilitarian purchase motives for the presentation order effect. Although past research finds that presenting item first and price later (e.g. 70 items for $29) increases consumers’ purchase intention more than presenting the information in the opposite order (e.g. $29 for 70 items), the effect was mostly examined in a hedonic consumption context. This study examines whether the effect is applicable for hedonic purchases but is less applicable for utilitarian purchases, and why.

Seven experiments tested the moderating effect of purchase motives for the presentation order effect. Two serial mediation analyses were conducted to examine the underlying mechanism.

The “item-price” (vs “price-item”) order increases hedonic purchases, but not utilitarian purchases. Because consumers feel guilty about hedonic purchases, they engage in motivated information processing to perceive greater value from their hedonic purchase when item (benefit) information is presented first and price (cost) information is presented later. Perceiving greater value reduces guilt, which consequently increases hedonic purchases. In contrast, the order effect is not observed for utilitarian purchases that do not elicit guilt. When a price discount is offered, the order effect is reversed because actual savings justify hedonic purchases better than perceived savings resulting from motivated information processing.

When promoting hedonic products, marketers are recommended to present item information before price information, unless a price discount is offered, in which case the price should be presented first.

This research introduces a novel moderator for the presentation order effect and a novel underlying mechanism, driven by the motivation to alleviate guilt associated with hedonic purchases.

The international purchasing function is a critical element in the multinational enterprise's (MNE's) formulation of functionally integrated international policy and strategy and the implementation of strategy. A firm should have some understanding of the markets in which it operates as a consumer or buyer, since possible changes in resource or supplier markets can affect decisions related to the firm's marketing, production, and integration strategies. The supply consideration of MNEs represents risk and opportunity and may, as a result, have a significant influence on net income flows, both in the short and long run. Davis et al provides empirical evidence for assuming that the MNE's international procurement process influences and is influenced by its technological process, R & D, and product categories.

Introduces a framework for integrating the operations management and marketing approaches within a service operation. Focuses on customer satisfaction with waiting time, with the aim of providing improved satisfaction for a given level of resources. Provides an application of this methodology by presenting an example in the fast food industry. Concludes with suggestions for extending such a framework to other service organizations.

This paper examines how developmental risk factors associated with depression in typically developing adolescents may interact with the particular life experience of adolescents with intellectual disabilities and influence vulnerability to depression. We suggest that a consideration of developmental factors and their interaction with the person's social environment may offer a possible framework for prevention and early intervention with adolescents with intellectual disabilities.

The authors question the traditional approach to service design, which merely leads to model replication. In order to design a service effectively for a local community this article identifies a need for ‘outside‐in’ service design to truly reflect the needs and environment of a particular community. Using the example of volunteering projects, the authors identify nine key factors that impact on the effective implementation of projects and suggest that consideration of these should form a template for other outside‐in analyses by leaders. The authors pose a series of questions that leaders can apply to their own settings in order to explore the issues raised in this article.

The authors investigated how emotional intelligence (EI) affects the relationship between project managers' (PMgs) expertise and experience and project success for both the team and client.

This study collected 290 valid responses from IT project managers. The results were analyzed using an ordinary least squares (OLS) regression, with Process v4.0 procedure and the Johnson-Neyman (JN) technique to assess the moderating effect of the level of EI.

Results showed that moderate levels of EI can enhance the impact of PMgs' experience on the project client, while higher levels of EI are necessary to positively impact the team. Moderate levels of EI can improve PMgs' expertise impact on the project team, increasing their effectiveness in interactions with clients and other stakeholders.

It is recommended to consider emotional intelligence alongside technical skills when selecting project managers to address emotional labor, stress, stakeholder management and agility. Providing EI training and experiential learning opportunities internally can improve project managers' emotional intelligence.

This study contributes to the literature on emotional intelligence and project management, highlighting the relationship between technical skills and emotional intelligence levels of PMgs. This research emphasizes the significance of experience and EI in project management, particularly in overseeing complex projects. Additionally, moderate levels of EI enhance PMgs' effectiveness in engaging with stakeholders closely involved in projects.

This paper aims to show that whether new customers respond well or poorly to small talk at the beginning of a service encounter depends on their relationship orientation, i.e. how exchange or communally oriented they are. The authors provide service providers with tactics to identify first-time customers’ relationship orientation or set customers’ small talk expectations and thus help them use small talk more effectively.

The authors examine the effect of small talk and relationship orientation on customer intentions to use a service provider in three experiments and one cross-sectional survey. The scenario-based experiments show causality and the effect in online and in-person scenarios. The survey replicates the effect among current customers of a small business.

Communally oriented customers respond positively to small talk, but exchange-oriented customers respond negatively to it. Mediation analyses reveal this occurs because small talk differentially leads to initial feelings of rapport and impatience for people high (versus low) in relationship orientation.

Service providers should consider customers’ relationship orientation before starting a conversation with small talk. The authors find providers can identify exchange-oriented customers by their choice of meeting format (in-person v. video chat). Managers can also use marketing materials to attract customers with a specific relationship orientation or to set customer expectations for small talk in the interaction.

Prior research has largely shown benefits to small talk, but the authors show significant downsides for some customers and to the best of the authors’ knowledge are the first to show process evidence of why these drawbacks occur.