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The purpose of this paper is to investigate the human resource factors (rewards, training teamwork and empowerment) that affect service recovery performance (SRP) of customer service employees in life insurances companies. Life insurances industries in Malaysia are facing stiff competitions due to growing consumerism, changing consumer choices and expectations. SRP is very important aspect in the insurances firms toward retaining the customer and one of the key competitive advantages for sustainability and adding value to the organization in the future.

The data obtained from 350 customer service employees based on convenience sampling were analyzed using regression and hierarchical analysis.

There are two factors, namely, empowerment and training, affecting the SRP. The employment status moderated the relationship between reward and SRP. The limitations of this study have been noted and further research suggestions are also included that are very important for SRP.

This study has added knowledge regarding the factors that affect SRP, in general, and precisely in life insurance industries in Malaysian context.

This study aims to measure the impact of the selected papers in the field of social sciences indexed in Scopus using altmetrics tools.

The research community consists of the articles of the Iranian researchers in the field of social sciences indexed in the Scopus database in 2014–2018. Some of the most important altmetric service providers have been used to assess the presence of the research outputs in the social media and their impact assessment. Also, the relationship between variables such as scientific collaboration of researchers, open access journals and the quality of research journals with altmetric activity have been investigated through appropriate correlation tests.

The findings indicated that the most important social media publishing Iranian articles are Mendeley, Twitter and Facebook. The results of the correlation test showed a statistically significant positive and weak relationship between the scientific collaboration of researchers and their altmetric activity. Also, there is a significant and weak statistical relation between journal openness and the altmetric scores. In this study, the findings suggest that the published articles in the journals with higher quality indicators have higher altmetric scores and are more likely to be present in social media.

In this study, the social network indicators have been introduced as a solution to examine the effectiveness of research activities on social media. These indicators can be used to evaluate the impact and usefulness of the articles and other scientific outputs with the aim of completing and eliminating the shortcomings of traditional scientometrics indicators. What distinguishes altmetric criteria from other criteria related to the scientometric studies is the speed, ease and transparency of these scales. This allows the publications to be evaluated regardless of their formal form and in the shortest possible time, and in addition to the scientific impact, the social impact of the works is also measured.

The results of these studies show that using altmetric service providers not only reflects the social impact of publications on authors in different subject areas but also helps libraries, universities, research organizations and politicians in planning, budgeting and allocating resources.

The purpose of this paper is to investigate whether the presence of women among owner-stakeholders affects firms’ financial performance. Particularly, it extends the corporate governance literature by linking stakeholder theory and gender differences to explain why gender composition of ownership matters for firms’ performance. As the management of small and medium-scale enterprises (SMEs) revolves around owner-managers and their individual characteristics that are likely to affect their achievements, the study further investigates the relationship between the gender composition of ownership and the firm survival.

Using survey data on SMEs for 2007 and 2010, this study uses a panel-level heteroskedasticity technique and a probit methodology to assess the effect women’s presence among owners may exert on SMEs performance and survival, respectively.

Results indicate that firms jointly owned by men and women appear to perform better than those owned by men although the presence of women among owners does not correlate with firm survival.

While the findings of this study shed some light on the performance impact of gender composition of firm ownership, reports based on the presence of women among owners may not present the full picture. Whether the ownership is shared equally between different genders might provide further insides on the magnitude and/or robustness of such effect. Moreover, a small sample period (T = 2) was used to analyse a single industrial sector (manufacturing), and even though the Hausman test confirmed the use of random-effects specification, caution should be taken when generalizing the findings to other cases.

The findings suggest that the leadership in mixed-gender context propels a perspective of women as a valuable resource within SMEs, but relying on it to sustain the survival would be unwise.

South Africa scores particularly high on positive actions towards women entrepreneurship, and this is compounded in the SMEs sector by managerial attitudes that could offer positive developments for women.

The positive and significant relationship between women’s presence among owners and SMEs financial performance in South Africa complements the almost exclusively reported negative impact of gender diversity on firm performance. Consequently, mixed-gender owners’ team can be used as a fulcrum to promote SMEs growth in South Africa.

Previous research studying larger market-driving businesses argues that successful entrepreneurs intuitively show market-driving capabilities. Even though market-driving is acknowledged as entrepreneurial action and practice, this phenomenon has rarely been studied from a micro-business perspective. Representing more than 40% of all food businesses in Norway, micro-businesses contribute significantly to both value creation and variety in the marketplace, and this study addresses the existing research gap by examining market-driving practices in food micro-businesses in a competitive Norwegian grocery market.

The study employs a multiple-case-study approach with four pioneering food micro-businesses within the Norwegian local food sector. Data collected during in-depth interviews with the individual founder-managers provide insight into understanding market-driving practices through the lens of entrepreneurial orientation.

The findings suggest that food micro-businesses are disrupting the grocery market through their pioneering practices. A three-pillared framework for market-driving practices in food micro-businesses was developed: (1) taking the risk and following their passion, (2) innovativeness led by a passionate personal value proposition, and (3) proactively and perseveringly building a new category.

The study offers a novel attempt to explore and conceptualize market-driving practices in a micro-business context. The findings present a new framework for market-driving contextualized in the local food sector, representing an under-investigated area in micro-business and enterprise development.

Studies focusing on service quality management suggest that service firms spend too little effort on planning for service quality. The ensuing costs associated with poor service quality planning lead to lower profitability as part of the “cycle of service failures”. Examines how a quality planning technique (quality function deployment) (QFD) can be modified and adapted for use in a service environment to help prevent service failures. Illustrates the potential for the quality function deployment process as an effective tool at both the strategic planning level and the tactical level using the front‐desk activities in a hotel as an example. Also discusses the potential application of the QFD process to other design and planning challenges.