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Time is the top priority. We now live in real time. It's no longer life in the fast lane because every lane is fast. The computer has changed the way we view time. We expect everything to occur at Pentium speed! A time lag causes stress since it is viewed as an unnecessary waste. This is not a matter of immediate gratification; rather delays—such as standing in line—are viewed as something being wrong with the system, and the company that allows it to happen is perceived as not being up to speed! (Graham, 1996, p. 4).

Much of what we learn from empirical research is based on a specific empirical model(s) presented in the literature. However, the range of plausible models given the data is potentially larger, thus creating an additional source of uncertainty termed: model uncertainty. The purpose of this paper is to examine the effect of model uncertainty on empirical research in HRM and suggest potential solutions to deal with the same.

Using a sample of call center employees from India, the authors test the robustness of predictors of intention to leave based on the unfolding model proposed by Harman et.al. (2007). Methodologically, the authors use Bayesian Model Averaging (BMA) to identify the specific variables within the unfolding model that have a robust relationship with turnover intentions after accounting for model uncertainty.

The findings show that indeed model uncertainty can impact what we learn from empirical studies. More specifically, in the context of the sample, using four plausible model specifications, the authors show that the conclusions can vary depending on which model the authors choose to interpret. Furthermore, using BMA, the authors find that only two variables, job satisfaction and perceived organizational support, are model specification independent robust predictors of intention to leave.

The research has specific implications for the development of HR analytics and informs managers on which are the most robust elements affecting attrition.

While empirical research typically acknowledges and corrects for the presence of sampling uncertainty through p-values, rarely does it acknowledge the presence of model uncertainty (which variables to include in a model). To the best of the authors’ knowledge, it is the first study to show the effect and offer a solution to studying total uncertainty (sampling uncertainty + model uncertainty) on empirical research in HRM. The work should open more doors toward more studies evaluating the robustness of key HRM constructs in explaining important work-related outcomes.

Literature reveals that a positive store environment is likely to be a driver to enhance buying experiences and stimulate customers purchase decision. This study further investigates the perception of restaurant environment. A field survey is conducted in the Chiayi City, Taiwan by collecting 398 usable samples. The questionnaire is based on past studies of store environment attributes, therefore, considers ambient, design, and social factors. The study finds that a high correlation exists between ambient factor and design factor. It suggests that they could be viewed as a conjunctive dimension. Furthermore, one result indicates that primary and secondary emotions create different levels of impact on planned behaviors.

Telehealth has been playing a progressively significant role in the management of the COVID-19 crisis. The enforcement of social distancing measures has had the consequence of reduced technology distance in almost every walk of life. In this chapter, based primarily on the still-unfolding experiences of deploying it during the current situation, we argue that telehealth has finally come of age and that it is time to move it from the peripheries to the center of the twenty-first-century healthcare. To provide a live context to the discussion, several instances of how telehealth strengthened our healthcare systems during the COVID-19 crisis are presented.

This chapter reviews marketing scholarship on environmental sustainability. The literature covers several themes of both consumer behavior and firm-level topics. Consumer issues include their assessment of efficacy and the extent to which they are aware and sensitive to environmental issues. Numerous interventions and marketing appeals for modifying attitudes and behaviors have been tested and are reported. Consumers and business managers have both been queried regarding attitudes of recycling and waste. Firm-level phenomena are reflected, including how brand managers can signal their green efforts to their customers, whether doing so is beneficial, all in conjunction with macro pressures or constraints from industry or governmental agencies. This chapter closes with a reflection on the research.

The study explores and builds theories in Customer Perceived Values (CPVs) that drive counterfeit buying intention, using a Grounded Theory Approach (GTA) in an emerging market, India.

Counterfeit studies have either resorted to a survey approach or modelling approach in investigating various aspects and dimensions. This study, among a few, attempted a GTA in building theory on CPVs. Based on the observations and recorded responses that emerged through several Focus Group Discussions (FGDs); conducted in two metropolitan cities (India), newer insights into this illicit phenomenon of “Counterfeiting” were derived.

Adding to the counterfeit literature, the study presents a comprehensive view of the CPVs. Findings reveal economic, socio-normative, pleasure-based, euphemistic, acquisition-centrality, self-regulating, situational and sustainable consumption values that influence counterfeit attitudes and in turn impact counterfeit buying intentions. Although Economic Values (ECV) have been the primary motivation for counterfeit purchase, complex and newer values that emerged through this research study bears significance.

As a single point of reference, this study will provide impetus to scholars and academicians in expanding the counterfeit research domain. While aiding policymakers and marketers in further understanding this illicit practice, it will also guide brand managers in strategizing their offerings and reaching out to the masses with strong brand aesthetic values.

Based on a systematic literature review using the 4 Ws framework, this study is one of the few attempts that has adopted a GTA to explore and develop theories on CPVs in counterfeit research.

Historically, firms have dedicated an abundance of resources in the pursuit of customer satisfaction and its corresponding favorable consequences. However, research indicates that customer satisfaction may not necessarily result in the outcomes pursued. This paper aims to focus on the concept of customer delight and explore antecedents and consequences of interest to the service firm. More specifically, the proposed model explores the linkages of employee effort, employee expertise and the firm’s tangibles to customer surprise and joy which in turn lead to customer delight and per cent of budget spent.

Data were collected from a grocery store. The hypothesized relationships were tested using structural equation modeling.

Results from this study yield new insights into the dual pathways leading to customer delight through joy and surprise. That is, joy and tangibles lead to both joy and surprise, whereas expertise leads to joy alone. Both joy and surprise are completely mediated through delight to per cent of budget spent. Interestingly, higher frequency customers experience a stronger relationship from joy to delight.

The findings have implications for the ongoing debate on the viability of customer delight and extending the theoretical understanding of why customer delight represents such a powerful force in the service environment.

By providing specific variables that impact both joy and surprise, management can develop tactics to develop delight initiatives.

This is the first study proposing multiple paths to customer delight. Further, this is the first study to link needs based and disconfirmation into a single model.