Search results

This study aims to explore the influence of customer contact employees (CCEs) competencies (social, emotional and professional) on their service recovery performance (SRP) with mediation effect of internal marketing and moderation effect of industry/sector.

This study used survey-based dyads of 210 CCEs and their managers/supervisors in three service sectors (hotel and hospitality, automobile service centers and organized retail stores). Repeated-measures analysis of variance, confirmatory factor analysis and PROCESS macro of Hayes (2013) was used to assess reliability, validity and to test mediation, moderation and moderated-mediation.

CCEs competencies influenced SRP. The relationship between CCEs competencies and SRP was mediated by internal marketing. The industry/sector was found to be a significant moderator between the internal marketing and SRP. Additionally, a significant moderated-mediation effect was found between CCEs competencies and SRP.

Longitudinal studies could be particularly helpful to evaluate the impact of internal marketing on SRP. The future researcher may benefit from replicating and extending the model in different industries or can study other factors as mediators or moderators for further contribution to the SRP literature.

Firms striving for consumer retention and aiming to extend their consumer life cycle can greatly benefit from the results of this study to provide effective SRP. The study also suggests that policymakers and management should adopt properly designed and well-articulated human resource management practices for excellence in SRP in their organizations.

To the best of the authors' knowledge, there is no study in the past which has addressed employee and organizational factors with the dyadic sample. In addition, it has used a moderated-mediation model in the context of SRP and also contributes to the extant literature by researching in a non-Western setting like India.

This study aims to explore the relationship between foreignness and CEO pay.

This study combines cross-sectional and time series observations analyzed with panel data methodology in a sample of 59 firms listed in the Spanish IBEX-35 index between 2006 and 2020.

International ownership influences CEO underpayment and foreign sales influence CEO overpayment.

CEO pay is susceptible to being influenced by foreign non-American variables. An appropriate understanding of these factors can contribute to discussing policies that balance the level of CEO payment in large public firms.

Research on internationalization and CEO pay is scarce. A handful of studies confirm the link between Americanization and executive compensation in Europe. However, the authors still do not know if the level of CEO pay is influenced by non-American exposure. To do this, the authors test the effect of firm – ownership, sales, board – and individual – CEO – exposure to international, non-US environments on the level of over/underpayment of CEOs in a sample of Spanish firms.

Explorar la relación entre la extranjería y la remuneración de los CEO.

Combinamos observaciones transversales y de series temporales analizadas con metodología de datos de panel en una muestra de 59 empresas del índice IBEX-35 español entre 2006 y 2020.

La propiedad internacional influye en la remuneración insuficiente de los CEO y las ventas en el extranjero influyen en la remuneración excesiva de los CEO.

La investigación sobre la internacionalización y la remuneración de los CEO es escasa. Un puñado de estudios confirman el vínculo entre la americanización y la remuneración de los ejecutivos en Europa. Sin embargo, todavía no sabemos si el nivel de remuneración de los CEO está influenciado por la exposición no estadounidense. Para ello, probamos el efecto de la exposición de la empresa (propiedad, ventas, consejo) y del individuo (CEO) a entornos internacionales, no estadounidenses, sobre el nivel de sobre/insuficiente remuneración de los CEO en una muestra de empresas españolas.

La remuneración de los CEO es susceptible de verse influenciada por variables extranjeras no estadounidenses. Una comprensión adecuada de estos factores puede contribuir a discutir políticas que equilibren el nivel de remuneración de los CEO en las grandes empresas públicas.

Explorar a relação entre estrangeirismo e remuneração de CEO.

Combinamos observações transversais e de séries temporais analisadas com metodologia de dados em painel em uma amostra de 59 empresas listadas no índice espanhol IBEX-35 entre 2006 e 2020.

A propriedade internacional influencia o sub pagamento de CEO e as vendas no exterior influenciam o super pagamento de CEO.

Pesquisas sobre internacionalização e remuneração de CEO são escassas. Alguns estudos confirmam a ligação entre americanização e remuneração de executivos na Europa. No entanto, ainda não sabemos se o nível de remuneração de CEO é influenciado pela exposição não americana. Para fazer isso, testamos o efeito da exposição da empresa - propriedade, vendas, conselho - e individual - CEO - a ambientes internacionais, não americanos, no nível de super/sub pagamento de CEOs em uma amostra de empresas espanholas.

A remuneração de CEO é suscetível a ser influenciada por variáveis estrangeiras não americanas. Uma compreensão adequada desses fatores pode contribuir para discutir políticas que equilibram o nível de remuneração de CEO em grandes empresas públicas.

This paper aims to identify the determining factors for the financial performance (FP) of social enterprises in an emerging country, in this case Brazil.

This paper identifies the determinants of the FP of social enterprises in Brazil using the resource-based view as a theoretical lenses and the quantitative method (n = 601) of logistic regression, analyzing the importance of nine variables related to SEs.

The findings refer to practical contributions (which show how SEs should focus and allocate their resources to maximize FP) and theoretical contributions linked to entrepreneurship literature (by differentiating the results of this work from the literature on commercial entrepreneurship in terms of resources), social entrepreneurship literature (by presenting the resources that determine their FP), business literature, entrepreneurial finance and entrepreneurship in emerging economies.

This work represents a novelty from a methodological point of view, filling the gap regarding the lack of studies that apply a quantitative methodology to a large sample and analyze several different variables when most studies analyze only one factor related to the performance of an organization. It also fills the gap in entrepreneurship studies that use some theoretical lenses. This work is also a pioneer in analyzing the variables involved, such as market orientation, technologies and impact measurement in social entrepreneurship. As this work uses data from a secondary sample, there is the limitation of not choosing the analyzed variables. Even though there were many variables in the sample, it was impossible to consider some variables, referring to various aspects of resources and performance. For this same reason, the social performance of SEs, which is of fundamental importance within the objectives of any organization of this type, was not analyzed and may be a suggestion for future work.

The aim of this study is to critically examine the transparency and reporting practice of Environmental, Social, and Governance (ESG) controversies within the pharmaceutical and textile industry. Based on the four core dimensions of transparency, we explore which reporting medium is most frequently chosen for the disclosure of negative ESG contributions, the nature and information content of the disclosed incidents and how voluntary adherence to sustainability reporting standards and independent assurances affect the reporting.

We use conceptual content analysis and employ a counter-accounting approach to analyse the disclosure of 190 ESG controversies in 104 corporate reports from the pharmaceutical and textile industries, covering a three-year period from 2018–2020.

The very large majority of controversies are reported only once in the legal proceedings section of the annual report, but not again in the sustainability report, where it would be necessary to provide a balanced picture. Moreover, companies tend to disclose only those controversies that are either associated with high media attention or are expected to be related to litigation, resulting in 26 per cent of controversies not being disclosed at all. The overall quality of disclosure is unsatisfactory and in need of improvement, but comparably higher in the pharmaceutical industry than in the textile industry. Interestingly, neither the application of sustainability reporting standards nor independent assurance seems to positively impact the disclosure behaviour.

Our paper provides new insights into the shortcomings of current ESG controversy disclosures by revealing patterns of selective reporting practices and the strategic framing of issues. In addition, it contributes to the debates on corporate cherry-picking in the adoption of sustainability reporting guidelines and on the effectiveness of external assurance of sustainability reports. Based on the findings, it offers important implications for practitioners, in particular management, policy makers, rating agencies and assurance providers.

Demanding and highly competitive business environment has stimulated small and medium enterprises (SMEs) to restructure their manufacturing practices. Lean manufacturing (LM), a comprehensive alternative, is now being adopted, notably by manufacturing organizations, to increase business effectiveness and performance through a variety of lean approaches. Lean implementation, however, ran into a number of difficulties, which showed that non-technical factors such as human-related practices must also be integrated if lean is to be successful. This study aims to examine a thorough overview of the various human-related lean practices (HRLP) mentioned in recent literature and to determine which of them is more pertinent to a successful LM implementation in SMEs.

A total of 193 publications published in 45 journals between 2013 and 2023 and based on the 4 reputable publishers, namely, Science Direct, Emerald Online, Taylor and Francis and Springer Link, were gathered based on a systematic literature review of peer-reviewed journal articles in LM.

The amount of research on human resource management and lean management that has been conducted has increased dramatically during the past few years. The outcome of this study will offer a thorough analysis of soft lean practices found in the LM literature that manufacturing SMEs should take into account while implementing lean.

The scope of this research is restricted to a survey of scholarly works using the terms “Lean manufacturing” or “Lean production” as well as “human” or “people” or “soft-lean practices” in the title. Furthermore, only works published in scholarly publications that have undergone peer review were included. Also, due to the authors’ linguistic restrictions, only English articles were used. The HRLP linked to a smooth lean transition are described in this research. Thus, it can be used to assist the production and human resource departments in raising an organization’s long-term performance.

The study gives researchers a better grasp of the direction the subject is taking and what gaps still exist, which aids them in focusing their research on HRLP in small- and medium-sized businesses.

The study aims to explore millennial tourist satisfaction in an Islamic tourism destination, which this research will clarify the relationship between Islamic attributes and destination image on visiting decisions and their influence on tourist satisfaction.

The quantitative research approach with exploratory by applying structural equation model techniques, which method of collection data by surveys. Purposive sampling was used to 400 Muslim millennials tourist who visit Islamic destination in Bandung, Indonesia. The questionnaire used in this study based on a review of previous studies.

The findings show that a destination’s Islamic attribute has substantial influence on destination image and millennials’ choice to visit the tourist site. Then Islamic attributes have positive influence on millennials’ willingness to visit Bandung as visitors. A strong identification with a location’s destination image has been demonstrated a positive impact on visiting destination. This research revealed that the visiting choice had a favorable and substantial influence on Islamic visitor satisfaction through visiting decision to Bandung.

This research focuses on millennials tourist whoever visit Bandung tourist destination, the research findings may be limited in their generalizability. As a result, researchers are encouraged to explore the offered hypotheses further.

Islamic tourism business players who are targeting the millennial generation as their target market are urged to pay close attention the Islamic attributes and destination image, because according to the research results. These variables have an impact on visiting decisions and tourist satisfaction. Then the online travel agent should maintain the destination image by promoting the destination in offline and online media.

The findings of this study are expected to enrich the literature on consumer behavior, especially in the tourism industry in the Tourism 4.0 era.

To the best authors’ knowledge, the research model is never been explore by other researchers in the field of Islamic tourism literatures. For further studies, the authors’ can modify this research by using different objects so that comparisons can be made and using other determinant factors that can affect the satisfaction of Muslim tourists.

Academic scholars have tested students’ entrepreneurial intention (SEI) through the Theory of Planned Behavior (TPB) and Social Cognitive Theory (SCT). Still, the link between entrepreneurial intention and career is missing in previous studies. An extensive literature review developed the rationale that existing theories in the entrepreneurial discipline have limitations in linking entrepreneurial intention with career. This research is conducted to develop a comprehensive model for the relationship between entrepreneurial university support, student entrepreneurial intention, behavior and career. Stimulus-Organism-Behavior-Consequence (SOBC) paradigm from organizational behavior research is borrowed to entrepreneurship literature.

The cross-sectional data was collected from Pakistani university students enrolled in business incubators. A sample of 100 responses was tested with a partial least square–structural equation modelling approach.

The study established that by the underpinning of SOBC, entrepreneurial university support influences students’ entrepreneurial intention. It is also found that the students’ entrepreneurial intention strongly influences their entrepreneurial behavior, leading them to entrepreneurship careers.

The policies influencing students’ entrepreneurial intention and behavior can be developed using the SOBC paradigm. Higher education institutions can improve students’ entrepreneurial intentions and behavior to lead them to entrepreneurship careers.

This research introduced the SOBC paradigm in entrepreneurial intention and behavior literature. SOBC underpinning explored a new dimension of entrepreneurial intention and behavior literature.

Through the theoretical lens of social practice theory, the aim of this research is to investigate how business-to-business (B2B) high-tech startups build their brands in an omni-digital environment, particularly by focusing on the most important digital touchpoints implemented to interact with stakeholders.

A qualitative analysis was performed by conducting 36 semi-structured interviews with key informants operating in B2B high-tech startups, including founders, CEOs, managing directors, marketing managers and other actors from this sector.

The results reveal the enablers, inhibitors and specific objectives of startups in their brand-building processes across digital touchpoints in an omni-digital environment.

This study offers new theoretical insights into new ventures’ brand management strategies through the development of a theoretical framework in which the enablers, inhibitors and specific objectives of the brand-building process of startups are identified. Although the recent literature has addressed the topic of startup brand building, this is the first study, to the authors’ knowledge, focused on the brand-building process of B2B high-tech startups in an omni-digital environment.

This paper aims to examine the mechanism of how circular economy practices (CEP) and circular economy entrepreneurship (CEE) promote sustainable supply chain management (SCM) and facilitate sustainable performance (SP) for small and medium-sized enterprises (SMEs) in the food value chain in emerging economy. In this context, this mechanism involves the mediating role of sustainable SCM in the relationship between CEP and SP. Simultaneously, it involves the moderating role of CEE in the link between CEP and sustainable SCM.

The paper follows a quantitative approach. Based on systematic literature review on the field, the nexus amongst the constructs were proposed. The Smart partial least square (PLS) version 3.3.2 was employed to analyze structural equation modeling (SEM) to investigate the relationships between constructs and latent variables. There were 457 valid responses obtained from the survey participants, those are managers at senior and middle levels. The data collected was then used for quantitative analysis and assessment.

The main finding of this study is twofold. First, it sheds light on how CEE associates in strengthening the influence of CEP on sustainable SCM. By this way, the better the CEE, the stronger the impact of the CEP on the sustainable SCM, leading to long-term sustainability. Second, it reveals how sustainable SCM mediates the link between CEP and SP. By this way, the better the CEP, the more the SCM is sustainable, ultimately leading to SP. This contribution is paramount because experimental research on this mechanism has not been intensively explored in the current literature.

The originality of this study is the provision of scientific knowledge and practical mechanisms for the introduction and application of CEP to business behaviors and practices in a real-world context that exists as a research gap in the current literature. In this respect, this study contributes to expanding the existing literature in the field by providing empirical evidence for the mechanism as stated. Furthermore, it provides a practical mechanism for SMEs in given context to enable them apply efficiently the circular economy perspective to their businesses to help them achieve SP. These contributions may be of interest to business practitioners, business leaders, academics and policymakers in the areas that are of their concerns.

Electronic devices aid communication during new communication phases and the scope of cognitive radio networks has changed communication paradigms through efficient use of spectrums. The communication prototype of cognitive radio networks defines user roles as primary user and secondary user in the context of the spectrum allocation and use. The users who have licensed authority of the spectrum are denoted as primary users, while other eligible users who access the corresponding spectrum are secondary users.

The multiple factors of transmission service quality can have a negative influence due to improper scheduling of spectrum bands between primary users and secondary users. There are considerable contributions in contemporary literature concerning spectrum band scheduling under spectrum sensing. However, the majority of the scheduling models are intended to manage a limited number of transmission service quality factors. Moreover, these service quality factors are functional and derived algorithmically from the current corresponding spectrum. However, there is evidence of credible performance deficiency regarding contemporary spectrum sensing methods

This article intends to portray a fuzzy guided integrated factors-based spectrum band sharing within the spectrum used by secondary users. This study attempts to explain the significance of this proposal compared to other contemporary models.

This article intends to portray a fuzzy guided integrated factors-based spectrum band sharing within the spectrum used by secondary users. This study attempts to explain the significance of this proposal compared to other contemporary models.