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The purpose of this paper is to construct a measurement instrument to capture service quality in the Chinese corporate banking market.

To create the measurement instrument, Chinese Banking Service Quality (CBSQ), constructs are utilised from the generic service quality literature and Chinese business culture. In addition, 18 financial managers were interviewed to identify how other aspects of the Chinese banking market could be included in the new instrument. CBSQ was administered to 259 corporate customers in China. Exploratory and confirmatory factor analyses were used to assist data reduction, test hypothesised models and refine scales.

Factor analysis identifies that service quality in Chinese corporate banking is measured by a nested model, consisting of two higher‐order constructs (i.e. functional quality and technical quality) and four lower‐order dimensions (i.e. reliability, human capital, technology and communication).

The data were collected from corporate customers in China, and hence the findings of this paper may not be generalisable to other contexts.

The presence of CBSQ is timely given the rapid development of the Chinese banking sector, allowing Chinese domestic banks and international banks to incorporate service quality issues into their strategic planning. Particularly, bank management could benefit from focusing their efforts on the four dimensions of CBSQ.

This research contributes to our understanding of service quality in the Chinese banking market by creating CBSQ – a model to capture the quality of service provision in corporate banking. The utility of CBSQ for academics and practitioners is discussed along with avenues for future research.

How do females with multiple sources of identity deal with intersectional identity tensions and perceived lack of access to social power? The study focuses on how social relationships form and develop in masculinised settings between construction workers and a petite female researcher through perceived notions of equality and inequality. Through autoethnographic tales, the study examines how an academic home comer navigates between conflicting professional and cultural identities, in their native country.

Using collaborative autoethnography, the study examines how the intersections of being a young petite female and a “partial” insider in a male-dominated construction industry influences the researcher's identity work process and her quest for social power.

The findings suggest that to access referent social power, the researcher covers stigmatised intersectional attributes and reveals a more favourable identity. The fieldwork journey of the young petite female researcher highlights that identity work is a situational process that evolves with respondent relationships, respondent assigned roles, perceived notion of access to power and struggles of cultural versus professional identity. The reader is also taken through the collaborative autoethnographic journey of a female researcher and her doctoral studies supervisor.

This paper makes several contributions. First, it contributes to the academic literature on intersectionality of identity, especially concentrating on the intersectional attributes of petite physical stature, gender and perceived lack of access to social power. Second, this paper theorises identity work processes as an indirect strategy of social power in researcher-and-researched relationships. Last, through collaborative autoethnography of female researchers' fieldwork journey, this study contributes to the body of knowledge on academic home comers as “partial” insiders in their native country.

The purpose of this paper is to examine how servant leadership and political skill combine to impact workplace spirituality and employee creativity.

Participants were working adults recruited by graduate and undergraduate students from a US public regional comprehensive university. Data were collected across three time periods, with a final sample size of 280 participants.

The authors’ findings suggest that servant leaders impact employee creativity by fostering an environment that promotes workplace spirituality. Furthermore, this relationship is strengthened to the extent that the servant leader possesses high levels of political skill.

This study provides a foundation for the interplay between servant leadership and political skill. Therefore, the data collection procedures undertaken in this study (i.e. from sources in multiple organizations) are beneficial. A limitation to this study is the use of a single informant to measure all of the constructs, which may cause a bias in the results.

This study provides a foundation for the interplay between servant leadership and political skill. Therefore, the data collection procedures undertaken in this study (i.e. from sources in multiple organizations) are beneficial.

Although servant leadership research continues to receive increased attention in the extant literature, researchers have tended to focus on the relational aspects of servant leadership. Curiously, the “leader” side of servant leadership has been largely neglected. As a result, some have questioned the construct as a viable leadership model. Greenleaf (1977), however, noted that servant leaders also possess conceptual skills; yet, these skills are rarely included in servant leadership measurements or empirical studies. The authors argue that political skill captures the essence of these abilities, and that including it strengthens the servant leader’s impact on workplace spirituality, ultimately influencing employee creativity.

How employees connect with their work organisation and how it may play a role in their moral courage and ethical behaviour remain under-explored. This study, using Psychological Contract Theory, aims to explore how employee–organisation connectedness influences employees' moral courage and ethical behaviour.

The hypotheses were tested using Partial Least Squares Structural Equation Modelling (PLS-SEM) on data collected through a questionnaire survey from 212 Australian healthcare professionals.

Employee connectedness with their work organisations showed a significant and direct impact on ethical behaviour. Along with moral courage, connectedness explained over half of the variance in ethical behaviour. Furthermore, moral courage partially mediated the effect of employee connectedness on ethical behaviour.

The overall theoretical implication of this study is that psychological contracts between employees and their organisations operationalised through employee–organisation connectedness can explain the role of moral courage in ethical behaviour.

With increasing borderless management of organisations, organisational connectedness can be a critical factor in developing employees' moral courage and ethical behaviour within organisations. Socialisation interventions can be useful to promote employee–organisation connectedness.

The study developed a higher-order connectedness model and validated it with PLS-SEM. The study provides novel empirical evidence on the relationships between employee–organisation connectedness, moral courage and ethical behaviour.

This paper aims to investigate the effects of quality management practices (QMPs) on innovation in higher education (HE), and how organizational innovation (OI) may influence technical innovation.

The hypotheses were tested with partial least squares structural equation modeling on a sample of 449 valid responses by faculty members in Naples (Italy) public universities.

The findings support the interdependent relationships between QMPs and their positive impact on innovation. It was found that some QMPs impact on innovation through people and process management, and that OI predicts the technical one.

Directors should recognize the differences between QMPs to implement effective quality management (QM) strategy. Furthermore, they should combine technical and OIs.

Despite the existence of several studies on QM and innovation in manufacturing and services, there are only a few in HE. Based on a multi-dimensional QM approach, this paper investigates the different effects each QMP has on both the other QMPs and innovation in HE.

The paper aims at investigating antecedents and predictors of consumers' buying and consumption processes within the Italian Solidarity Purchasing Groups (SPGs) to enrich current debate about drivers and levers on which act for fostering ethical consumption in food sector.

Building upon the theory of planned behavior (TPB) a theoretical model is proposed for depicting possible antecedents and predictors of consumers' buying and consumption processes in food sector. The validity of the model has been tested via partial least squares structural equation modeling (PLS-SEM) using SmartPLS for analyzing primary data collected through a structured questionnaire from 354 consumers engaged in SPGs.

Within the domain of food buying and consumptions through SPGS, results show that consumers' behavior intention (BI) is influenced by consumers' attitude (ATT) and perceived behavioral control (PBC). Moreover, the research also demonstrates that consumers' ATT is influenced by consumers' ethical self-identity (ETH), consumers' willingness to support local economy (SLE), and food safety concern (FSC).

The study contributes to the ongoing debate on sustainable consumerism focusing the attention on SPGs as emerging social organizations inspired by ethical food consumption. Both theoretical development and empirical evidences enrich current knowledge about drivers and levers on which act for fostering ethical consumption in food sector.

This research leverages an integrated framework that uses the technology acceptance model (TAM) and the theory of planned behaviour (TPB) to analyse the main drivers of users' intention to use food delivery apps. The purpose of this paper is to investigate the consumer's willingness to adopt online food delivery (OFD) using the models' constructs and extend them to consider food choices, convenience, trust and the effect of the perceived risks related to the coronavirus disease 2019 (COVID-19) pandemic as contextual factors.

The study adopts the partial least squares approach to structural equation modelling (PLS-SEM) to examine the data. The final sample consists of 425 people in Italy.

The authors have found that combining the TAM and the TPB provides a valid and significant model that can be used to understand OFD users' behavioural intentions. Moreover, the results show that subjective norms have a stronger effect on behavioural intentions than the personal attitude and that trustworthiness and the perception of risks related to COVID-19 have different effects. Accordingly, the authors derive several theoretical and managerial implications from these results.

This research contributes to the current debate on consumer behaviour in the OFD context. Only a few studies have integrated the TAM and TPB models in this context. This paper sheds light on the factors useful in predicting people's choice to buy food via OFD. Furthermore, it highlights the key role of some contextual factors and subjective norms over more technical ones.

The purpose of this study is to examine privacy issues in the e-commerce context from a power-responsibility equilibrium theory (PRE) perspective.

The data was collected using an online survey (n = 335) from online shopping consumers. This study used partial least squares-structural equation modeling (PLS-SEM) and fuzzy-set qualitative comparative analysis (fsQCA) techniques to empirically examine the proposed relationships.

A lack of corporate privacy responsibility and regulatory protection can deprive consumers of privacy empowerment and damage consumer trust to trigger privacy concerns and subsequent defensive responses. Also, the fsQCA revealed five causal configurations to explain high consumer defensive behaviours.

This study identifies the importance of PRE theory in the privacy context. Consumer privacy concerns, privacy empowerment and trust are established as strong mediators between corporate/regulatory privacy protection efforts and consumer backlash. The application of fsQCA verified that consumer privacy behaviour can be better explained by different configurations of the same causal antecedents.

The findings highlight the importance of increasing trust and privacy empowerment as mechanisms to manage privacy concerns and consumer backlash through responsible organisational and regulatory privacy protections. The importance of balancing power and responsibility dynamics for maintaining a healthy information exchange environment is identified.

This study extends the PRE framework of privacy to include corporate privacy responsibility, privacy empowerment and trust. This is one of the first studies to explore both antecedents and outcomes of privacy empowerment. Also, the application of complexity theory and fsQCA to explain consumers’ defensive responses is novel to the literature.

This study aims to analyse the effects of (1) open innovation on corporate risk management, organisational strategy and competitive advantage, (2) corporate risk management on organisational strategy, and (3) organisational strategy on competitive advantage. In addition, it assesses (4) the mediating effects of corporate risk management on the relationship between open innovation and organisational strategy.

This exploratory and transversal study takes a quantitative methodological approach based on survey data from 251 hotel executive directors from Portuguese small and medium-sized enterprises (SMEs).

The results confirm relationships between open innovation and corporate risk management, organisational strategy, and competitive advantage. They also confirm the importance of corporate risk management for organisational strategy and organisational strategy for achieving competitive advantage. The research demonstrates that corporate risk management has a mediating effect between open innovation and organisational strategy.

The present study proposes a model which provides better knowledge of the relationships between open innovation, corporate risk management, organisational strategy and competitive advantage. The model uses various scales to create a robust analytical measurement instrument. This research provides an in-depth analysis of the psychometric properties of the structural model’s latent variables through PLS-SEM and shows the differentiated paths of the endogenous and exogenous constructs. Finally, the importance of the role of open innovation in the process of attracting the resources necessary, that is, organisational and technological resources, to successfully operate in the hotel sector is highlighted. Thus, this research fills existing gaps in the literature.

This research can contribute to the development of new instruments and programmes to improve the operational performance of SMEs in the hospitality sector. Understanding the relationship between the constructs will allow top managers to strengthen corporate resources, technologies and dynamic capabilities, and to promote entrepreneurial policies to enhance the relationship between open innovation and competitive advantage. Ultimately, the results of this study will allow governments, national, regional and local, to create policies, programmes and incentives to help firms adopt or extend the open innovation model, thus promoting the exchange of internal and external knowledge and strengthening the dynamics of the business ecosystem.

The paper discloses the relationships between open innovation, corporate risk management, organisational strategy, and competitive advantage, by identifying the main characteristics of the constructs and revealing the linkage between them. This pioneering study analyses the mediating effect of corporate risk management between open innovation and organisational strategy and those mentioned above.

Higher education institutions, particularly in the case of public universities, face the challenge of creating more value in an environment of increasing requirements and limitations. The purpose of this paper is to explore the relation of internal marketing (IM) with employees’ attitudinal outcomes, which aim to stimulate and retain motivated and customer-conscious contact employees.

Survey data of 94 customer-contact employees in a public higher education institution were analysed using partial least squares path modelling to explore and predict key target constructs.

The results demonstrate the relationship between customer-contact employees’ service empathy (SE), institutional IM initiatives and employees’ attitudinal outcomes in the public sector, specifically higher education institutions.

The current study relies on self-reported data and a small sample of customer-contact employees working only on enrolment-related areas. Further studies should be designed for theory confirmation and generalizability of the results.

Top managers in public higher education institutions must encourage organizational identification through IM initiatives, such as well-established internal communication procedures. Academic management should continuously train and retain customer-contact employees that have developed SE and a sense of belonging to the organization. SE must be incorporated in the job descriptions and training of customer-contact employees.

The study contributes to the limited literature on the use of IM and SE in the public sector, specifically higher education institutions.

Las instituciones de educación superior, en particular en el caso de las universidades públicas, se enfrentan al reto de crear más valor en un entorno de necesidades y limitaciones en aumento. El propósito de este estudio es explorar la relación entre el marketing interno y las resultantes actitudes laborales de los empleados. El objetivo del marketing interno es estimular y retener empleados de contacto que estén motivados y sean conscientes de la importancia de los clientes.

Se analizaron datos de 94 empleados de contacto de una institución pública de educación superior utilizando modelos de regresión de cuadrados mínimos parciales para explorar y predecir constructos claves.

Los resultados demuestran la relación entre los siguientes constructos: niveles de empatía de los empleados de contacto, iniciativas institucionales de marketing interno, y las resultantes actitudes de los empleados del sector público, en particular organizaciones en el sector de la educación superior.

El presente estudio se basa en los datos auto informados de una pequeña muestra de empleados de contacto que trabajan sólo en áreas relacionadas con matrícula. Nuevos estudios deberían ser diseñados para la confirmación de la teoría y la generalización de los resultados.

Los altos directivos de las instituciones públicas de educación superior deben fomentar la identificación con la organización a través de iniciativas de marketing interno, tales como procedimientos establecidos de comunicación interna. Los directivos académicos deben continuamente adiestrar y retener a los empleados de contacto que han desarrollado la capacidad de proveer servicios de manera empática y que tienen sentido de pertenencia a la organización. Proveer servicio de manera empática debe ser incorporado en las descripciones de empleo y formación de los empleados de contacto.

El estudio contribuye a la literatura limitada sobre el uso de marketing interno y empatía en los servicios en el sector público, específicamente en las instituciones de educación superior.