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The purpose of this paper is to consider whether consumers can recover from a service failure by utilizing internal and external energy resources that are available to them at the time of an online complaint. Based on the Conservation of Resources (COR) theory, this research conceptualizes the complainers' act of complaining through internal and external energy resources. By investing (direct utilization of resources) and mobilizing (utilizing resources to change the trajectory of a loss) these resources, this study aims to understand which resources (internal or external) and what strategies (investment or mobilization) are effective in the face of a resource loss.

Study 1 aimed to test the impact of energy resources (motivation and affordance) on consumers' negative emotions and satisfaction with their complaints through an online panel survey. Study 2 was a between-subjects design experiment aimed to overcome the diversity of the circumstances around a service failure, complaint motivation and complaints that were captured in Study 1.

This study provides evidence of the negative and positive effects of internal and external energy resources, respectively, in altering the consumer's emotions and behavioral intentions. The findings of this study underline the role of affordances of features, specifically perceived conversationality of digital features, in improving consumers' relationship with the defaulting firm.

Based on the findings related to the perceived conversationality of digital features, managers are urged to explore the affordances of online features that consumers use for communications, in general, or for complaints, in particular.

To our understanding, this paper is the first study to employ COR theory as a conceptual background, and in turn, the first to conceptualize complaint motivations and online complaint features as internal and external resources, respectively. As such, this study is the first of its kind to examine complaint media systematically.

Despite the significance of online communication and interactions, previous research has not systematically compared all features on a single platform from the users' perspective. This study aims to fill this gap by extensively reviewing the current literature on social media affordances and proposes and tests a feature-centric and affordance-based conceptualization of social media platforms (SMPs) between users, features, the audience and content.

This research surveys users on Facebook, one of the largest SMPs, and asks them to assess 20 features of Facebook on six relational affordances between users, features, audience and content. The data in this study were collected on Amazon Mechanical Turk (MTurk) with participants from the US Correspondence analysis was employed to examine the relationship between affordances and the ties among affordances, features and outcomes.

Results of the study indicate that users perceive features differently, and employing features as the unit of analysis captures users' interactions effectively. The findings support the presence of user-oriented affordances, such as presentation flexibility, association and content association. These three affordances can be summarized in two higher-level ones: self-expression and connection (SEC) and persona-linked content (PLC). Our findings of the two dimensions, SEC and PLC, highlight the importance of targets and their connections in understanding social media interactions' dynamic nature.

By proposing to shift the focus from platforms to features, this study suggests that companies should focus on understanding the features they use for their users to interact with their brand, rather than merely ensuring that their company is omnipresent on all platforms. This study underlines the need to focus on features that will help managers influence interpersonal and user-brand communications and interactions on social media.

This research is the first to put features at the center of its investigation and quantitatively examine the relationship between social media features and affordances in a social media context. In all, this research provides a new unit of analysis that is more suitable for researchers to build a robust conceptual foundation for affordances. We believe that conceptualizing audience and content as outcomes, distinguishing it from features and creating connections between them as affordances is the unique aspect of our conceptualization.

Despite extensive study into various aspects of corporate social responsibility (CSR), the effect on consumer behaviour is less explored. A growing amount of research is concerned with the phenomenon that CSR has a minor effect on actual purchases although CSR practices enhance consumers’ purchase intentions. This is documented as the CSR-consumption paradox and is yet to be resolved. The purpose of this paper is to further understand this paradox.

Questionnaires were administered face-to-face to consumers in Birmingham. These questionnaires concern consumer behaviour in relation to CSR practices of 21 popular apparel companies in the UK.

Results suggest that consumers’ pro-social priority is significantly related to pro-social consumption and that consumers’ awareness of CSR practices is insignificantly associated with their purchase behaviour. The pro-social consumption does not differ significantly among different demographic groups.

To explore the external motivational factors in consumers’ decision making will be a potential research direction in future.

The empirical results provide implications for UK apparel marketers and policy makers to engage and motivate socially responsible consumers so as to reap strategic rewards for their CSR efforts.

This paper contributes to the knowledge of socially responsible consumption and how it is affected by CSR.

Small and medium-sized enterprises (SMEs) use networks to overcome knowledge deficiencies in pursuing innovation. However, balancing the cost and risk of growing networks, especially internationally, with potential gains in knowledge remains a critical challenge. Searching for innovation knowledge in international and domestic networks can be complementary when learning is compressed or as competing when the SMEs capacity to use the new knowledge is exceeded. This paper aims to investigate whether knowledge searches in domestic and international networks are complementary or conflicting in pursuit of innovation.

This study is based on firm-level data set comprising 426 SMEs located in New Zealand, an advanced small and open economy. Using multi-level modelling, this study tests competing hypotheses, asking whether domestic and international network searches are complements or substitutes when seeking ambidexterity.

The research finds that, in contrast to earlier research, which shows increasing network breadth drives innovation activity, SMEs benefit less from knowledge search across combined domestic and international networks for exploration innovation and ambidexterity. In contrast, exploitation shows no effect, suggesting that combined networks could support exploitation.

This paper highlights how SMEs mitigate the influence resource constraints have on the partnerships they form and how this translates to ambidexterity. Specifically, recognising that an opportunistic approach to network development may impose future constraints on SME ambidexterity. From a management perspective, the paper recognises that balancing knowledge search across domestic and international networks can facilitate ambidexterity; however, to prevent spreading resources too thinly, this likely requires exit from early domestic innovation network partnerships.

Over the last decade, there has been a significant increase of students with intellectual disabilities attending mainstream primary and secondary-level education in the Republic of Ireland (McConkey et al., 2017). Despite this increase, it appears that comparatively few of these students successfully transition to further/higher education and/or employment opportunities. This chapter examines typical transition support/guidance provided to students with intellectual disabilities as they prepare to complete their post-primary education in a mainstream setting. Using data from a study of school principals and school personnel responsible for career guidance and transition planning, the findings show guidance is limited for students with intellectual disabilities. Instead of being the responsibility of career guidance counsellors, guidance and transitions planning for students with intellectual disabilities are viewed as being the role of other personnel such as the school SENCO. By assigning this responsibility to special education roles in the school, students with intellectual disabilities may run the risk of having narrow and limited career options presented to them. This study raises serious questions about the effectiveness of mainstream schools in facilitating this critical transition stage for students who have intellectual disabilities.

The development of upcoming inclusive leaders requires not just knowledge of inclusion competencies but also knowledge of how to develop them and when to use them. This chapter examines the effectiveness of combining a psychometric assessment tool – the Inclusion Competencies Inventory (ICI) – and an improvement approach that places developmental responsibility in the hands of the student, not the instructor. The increased need for inclusivity in organizations requires business school graduates, who will soon be taking on the role of organizational leaders, to develop inclusion competencies. We seek to enhance inclusion competencies through a model based on reflective development and cognitive behavioral therapy (CBT). There are several implications for academicians and practitioners who may choose to adopt this unique, participant-driven approach to developing inclusion leadership competencies.

Zika virus (ZIKV) statistics in Honduras are the highest among countries in Central America. National risk communication strategies have primarily focused on vector control and are integrated into existing approaches for Dengue and Chikungunya. Given the new evidence on ZIKV, there is a need to revamp risk communication strategies so that they are informed by dynamic listening methods such as knowledge, attitudes, and practices. The paper aims to discuss this issue.

A cross-sectional survey was administered to 604 respondents in 21 designated Honduran communities using a two-stage, 30-cluster sampling method.

Almost eight out of ten Hondurans knew that Zika can be transmitted by the bite of a mosquito; however, only 2 and 0.1 percent, respectively, were aware that Zika can be spread by sexual intercourse and from a pregnant woman to her fetus. In total, four out of ten Hondurans knew that there is a causal relationship between Zika and microcephaly in newborns, and three out of ten knew that there is an association between Zika and Guillian-Barré syndrome. Overall, 50 percent of respondents said that they did not have enough information about the disease.

The findings of this study clearly identify information priority gaps that need to be urgently addressed by national stakeholders involved in public health activities to protect the most vulnerable population against Zika disease and its complications.

This study is the first of its kind in Central America to inform any national risk communication strategy since the inception of the ZIKV response, particularly among at risk populations.

On the basis of research from Dutch bank an empirical framework, this report describes how discourses of organizational culture imply a perceived relationship to performance. The study includes an ethno-methodology of 25 in-depth interviews with two groups includes managers and employees from the Services Business Unit of a global Dutch bank. Results from managers reveal discourses of organizational culture provide a negative perceived relationship to performance. Results from employees show discourses of organizational culture provide a positive perceived relationship to performance.

Soft robotics is currently a rapidly growing new field of robotics whereby the robots are fundamentally soft and elastically deformable. Fabrication of soft robots is currently challenging and highly time- and labor-intensive. Recent advancements in three-dimensional (3D) printing of soft materials and multi-materials have become the key to enable direct manufacturing of soft robots with sophisticated designs and functions. Hence, this paper aims to review the current 3D printing processes and materials for soft robotics applications, as well as the potentials of 3D printing technologies on 3D printed soft robotics.

The paper reviews the polymer 3D printing techniques and materials that have been used for the development of soft robotics. Current challenges to adopting 3D printing for soft robotics are also discussed. Next, the potentials of 3D printing technologies and the future outlooks of 3D printed soft robotics are presented.

This paper reviews five different 3D printing techniques and commonly used materials. The advantages and disadvantages of each technique for the soft robotic application are evaluated. The typical designs and geometries used by each technique are also summarized. There is an increasing trend of printing shape memory polymers, as well as multiple materials simultaneously using direct ink writing and material jetting techniques to produce robotics with varying stiffness values that range from intrinsically soft and highly compliant to rigid polymers. Although the recent work is done is still limited to experimentation and prototyping of 3D printed soft robotics, additive manufacturing could ultimately be used for the end-use and production of soft robotics.

The paper provides the current trend of how 3D printing techniques and materials are used particularly in the soft robotics application. The potentials of 3D printing technology on the soft robotic applications and the future outlooks of 3D printed soft robotics are also presented.

Today’s consumers are aware of restaurants’ effects on the environment and pressure them to implement green practices. As restaurant success largely depends on how employees meet customer expectations, employee green creative behavior (EGCB) is critical. Therefore, this study aims to investigate how to enhance EGCB by integrating a comprehensive set of three-dimensional components: external, organizational and individual factors.

Data analysis was conducted using responses from full-time employees in the US restaurant industry. The PROCESS macro was used to test the direct and indirect relationships between the study variables. A series of mediation analyzes were conducted to investigate the mediation effects of “restaurant ethical standards” and “employee green passion” on their relationships to “customer pressure” and EGCB.

The results verified a direct effect of “customer pressure” on “restaurant ethical standards” and EGCB. The study also demonstrated positive direct relationships of “restaurant ethical standards” – “employee green passion” and “employee green passion” – EGCB. The result showed that “restaurant ethical standards” and “employee green passion” sequentially explained the partial impact of “customer pressure” on EGCB.

The study recommends that restaurant managers acknowledge growing customer environmentalism and prepare to address their customers’ stricter green requirements. Restaurants need to review their ethical standards on a regular basis to meet rising customer pressure. The study also offers empirical evidence regarding the importance of selecting employees who are passionate about sustainability and empowering them to encourage their green creative behavior.

Although past studies have introduced various determinants of employee creative behavior, they have mainly focused on organizational and individual-level factors but have ignored a critical external factor, which is customer pressure. The study addresses this research gap by investigating the interrelationships between customer pressure and EGCB through restaurant ethical standards (organizational-level) and employee green passion (individual-level).