Search results

Drawing on social learning theory and conservation of resources theory, this study aims to investigate how servant leadership (SL) is linked to employees’ pro-customer deviance (PCD) through the serial mediating effects of perceived organizational support for creativity (POS) and creative self-efficacy (CSE), work autonomy (WA) and CSE.

This study used an online questionnaire survey platform to accurately distribute the questionnaire to the target population. Data were collected from 439 frontline employees working in hotels. The data were analyzed with a structural equation modeling approach to identify the complex relationship.

Using an online survey, this study demonstrated the significant positive effect of SL on PCD and further revealed the two serial mediating paths (POS → CSE; WA → CSE) of the SL effect.

The findings of this research generate valuable implications for practitioners and managers. Managers need to be aware of the objectivity and universality of PCD in service delivery scenarios and fully understand how their leadership style influences the internal motivation and external performance of employees engaged in this behavior.

This study makes a prominent contribution to the hospitality literature by focusing on PCD. This study enriches the research on the antecedents of PCD, constructs a cross-level multipath mechanism model of PCD in the context of SL and reveals the rationalization process and nature of employees’ PCD.

The purpose of this paper is to introduce a comprehensive framework incorporating service roles (customer vs employee) and outcomes (failure vs success) as moderators in the process by which perceived cultural distance (PCD) affects customers and employees in intercultural service encounters (ICSEs).

The authors used a 2×2×3 between-subjects experimental design with Chinese undergraduate students, manipulating service role (customer and employee), outcome (failure and success) and PCD (low, medium and high).

Compared to service employees, customers perceive higher cultural distance and lower interaction comfort (IC), service quality and satisfaction; and stronger negative moderating effect of PCD in ICSEs. Compared to service success, failure results in lower IC; perceived service quality and satisfaction, and these effects are stronger for customers (vs employees).

The authors used shorter versions of all the scales to minimize participant fatigue and to increase their involvement along with an experimental design with imaginary service scenario, both of which may restrict the generalizability of the findings.

Service managers should focus on customer education and employee training to reduce the negative impact of PCD and prevent service failure rather than try to improve service quality and satisfaction beyond customers’ expectations.

The authors extend prior research by exploring the moderating effects of service role (customer vs employee) and outcome (success vs failure) on the direct and indirect effects of PCD on IC, service quality and satisfaction.

To provide a keener understanding of consumers’ decision-making processes and motivations regarding deliberate counterfeit consumption, this paper aims to integrate insights from several theoretical perspectives and the relevant literature. It proposes an overlooked yet important goal-directed interactionist perspective and identifies and tests a novel construct called consumers’ perceived counterfeit detection (PCD) in a proposed model.

This paper uses a comprehensive review of the literature to justify its proposed perspective, PCD construct and model, followed by in-depth interviews and survey data to test its proposed model and hypotheses.

Besides the theoretical insights derived from the proposed goal-directed interactionist perspective, empirical results demonstrate the important role that PCD plays in counterfeit consumption. In fact, PCD not only negatively and directly affects consumers’ intentions to deliberately purchase counterfeits but also weakens the positive effect consumers’ attitudes have on their purchase intentions.

This research makes several theoretical contributions. First and foremost, differing from other approaches (e.g. personal, economic and ethical), this research justifies an overlooked yet important goal-directed interactionist perspective and develops a refined and substantive framework including its proposed PCD construct. This framework provides opportunities to investigate behavior as an interpretative and dynamic process, vitalizing the domain of counterfeit-consumption behavior studies in particular and ethical behavior research in general. Second, at the construct level, the proposed hypothetical construct of PCD comprises the building blocks for knowledge advancement. Finally, rather than testing theories incrementally (such as the theory of planned behavior and the theory of reasoned action), this research fosters the development of new ideas regarding our proposed goal-directed interactionist perspective and PCD construct, which can be applied to other contexts and constructs that share the same or similar mechanisms and features.

According to the proposed goal-directed interactionist perspective, this research offers insights regarding why understanding consumers’ different goals (e.g. social-adjustive vs value-expressive; attainment vs maintenance) is important for marketers; how consumers’ goals interplay with their choices through their actions and consumption (e.g. compete vs substitute); and why, how and when their goals interact with their actions, choices and situations during their goal-setting, goal-striving and goal-realization stages that may lead to unethical behavior. At the construct level, the better marketers understand PCD, the more effectively they can use it. At the level of relationships and procedures, this research can offer important insights for businesses that look for “best practices” in the fight against deliberate counterfeit consumption.

First, by integrating insights from goal-directed behavior, self-regulatory theories and interactionist theory, this paper proposes its own goal-directed interactionist perspective. It then develops and tests a refined and substantive model of counterfeit decision-making in which PCD stands as a novel construct. The paper’s proposed perspective and model provide opportunities to investigate behavior as an interpretative and dynamic process, taking the domain of ethical behavior research (e.g. counterfeit-consumption behavior) from descriptive frameworks to testable theories.

Influential factors attributed to causing project completion delay (PCD) differ because of prevailing variability of local conditions. Construction projects specifically in Yemen (and other developing countries) experience devastating effects of PCD which include litigation, cost overrun, arbitration, abandonment and failure. While existing works have investigated the causes and effects of PCD, not much exist on approaches to optimizing its occurrence in Yemen. In a bid to enhance the effects of PCD in Yemen, the integrated influential factors (IIFs), which is a construction-party specific model, was developed to mitigate the effects of PCD in Yemen. As a build up to the development of this model, this paper aims to validate the IIFs model with a view to foster its application to enhance PCD in construction project delivery in Yemen.

The validation of the IIFs model was done through seeking the opinions of 12 selected construction industry experts. This involved using a structured questionnaire to seek information on the sustainability of implementing the IIFs model.

The findings revealed that if the IIFs model is vigorously implemented, it would go a long way in curbing delay in the delivery of construction projects, making construction delivery less risky due to the effects of delay.

The study is limited to only influential factors of internal stakeholders of the construction phase. Similarly, the study was only conducted in the state of Sana'a, Yemen. The implication of the adoption of the IIFs model is that it can hopefully serve as an adaptive controller to construction project delivery relative to the specific parameters and factors investigated in this study.

The IIFs model is a novel approach to optimizing PCD in Yemen specific to both the construction-phase and internal stakeholders. Existing studies on PCD in Yemen, although investigating the causes and effect of PCD, hardly proffer any approach to optimizing PCD for successful construction project delivery.

This paper aims to investigate if perceived cultural distance (PCD) negatively affects service quality and customer satisfaction through customers’ social judgements of the service providers’ warmth and competence in intercultural service encounters (ICSE), and if this negative effect can be mitigated through customer participation (CP).

A 2 × 2 between-subjects experimental design with an online consumer panel was conducted using a series of intercultural service encounter scenarios (in the weight loss service context) to manipulate CP (high vs low) and pictures of service providers to induce PCD (high vs low).

As hypothesized, in the context of ICSE, PCD negatively impacts customers’ social judgements of the service providers’ warmth and competence, which in turn influence service quality and customer satisfaction. However, the negative impact of PCD is alleviated when the level of CP is high.

Using a single service context (weight loss services) may restrict the generalizability of findings. Future research may explore other service contexts.

To improve customers’ experience, managers in service firms with multicultural customers may create more engagement opportunities by designing the service delivery process in ways in which more CP and involvement is allowed.

This research is among the first to highlight the importance of consumers’ social judgements about culturally dissimilar service providers, which at baseline come with disadvantages but that can be altered through marketing actions (e.g. enhanced CP).

The purpose of this article is to understand how coronavirus impacts relate to existing vulnerabilities in different world regions.

The article utilizes quantitative analysis to examine regional variations in coronavirus risk assessment. It then qualitatively employs a policy coherence for development (PCD) approach to analyze how public policies contribute to or mitigate vulnerability, defined as the product of exposure to external shocks, institutional coping capabilities and risk associated with social divisions in societies.

The research presented below shows that significant regional variance exists in terms of coronavirus risk, based on statistical analysis of the INFORM COVID-19 Risk Report prepared by the European Commission. The PCD analysis highlights important relationships between public policy strategies and the construction of both underlying vulnerabilities and coronavirus impacts.

The PCD approach presented here focuses on the reconciliation of trade-offs. It shows how policy interactions affect vulnerabilities and suggests that coherent policy strategies aimed at reducing vulnerabilities are necessary in order to adequately respond to the coronavirus pandemic.

This analysis frames vulnerability as a socially constructed condition and through implementation of a PCD approach, it indicates how policy strategies contribute to or mitigate vulnerabilities. In doing so, it intends to contribute conceptually to the literature on vulnerability by showing how policy incoherences contribute to the construction of this condition. Empirically, the originality of this article is its statistical analysis of regional variance of coronavirus risk and the qualitative analysis of policy strategies in representative cases and how they have affected vulnerabilities and coronavirus impacts.

The purpose of this paper is to address a long-standing gap in current research on intercultural service encounters, by exploring the direct and indirect roles of four personal cultural orientations (PCOs) [independence, interdependence (INT), risk aversion (RSK) and ambiguity intolerance (AMB)].

A 2 × 2 between-subjects experimental design with customers in two countries (Australia and China) using scenarios to manipulate service outcome (failure or success) and photos of foreigners as customer or employee to prime perceived cultural distance (PCD).

Customers with higher (vs lower) independence perceive greater interaction comfort, service quality and satisfaction (SAT) and are affected to a lesser extent by PCD and service outcome, but those with higher (vs lower) RSK or AMB perceive lower interaction comfort, service quality and SAT and are affected more strongly by PCD and service outcome.

The authors used an “experimental” design with “imaginary” service scenarios to collect data in “two” countries using “four” PCOs for greater control in this paper, but all of these choices may restrict the generalizability of the findings.

Service managers need to look beyond visible cultural differences, such as ethnicity, nationality and language, and focus more on the invisible cultural differences in customs, values and norms, as reflected by the four PCOs in this paper.

The authors extend prior research on intercultural service encounters by exploring the moderating effects of PCOs on the influence of service outcome and PCD on interaction comfort, service quality and SAT.

This paper investigates how different types of corporate political connection, including government-linked investment (GLI), former officials as politically-connected directors (PCD), cronyism (CRO) and government leaders' family ties (FAM), influence financial distress risk in Malaysian firms.

We separate political connections into four distinct categories and investigate their relationship with firm distress risk and compare the results with the one-size-fits-all treatment which is popular in the literature. We apply a battery of sensitivity test to ensure that our inferences are robust to a wide range of test specifications, endogeneity concern and sample selection methods.

The empirical results show that the effect of political connections on distress risk is strongly heterogeneous. GLI and PCD firms tend to have higher distress risk via increased risk-taking behaviors because of the different incentives of the connections, while this nexus does not directly exhibit in CRO and FAM firms. Further analyses reveal that CRO and FAM firms are more likely to venture into risky international diversification, thus indirectly amplifying their distress risk.

Our findings are novel and provide practical implications for financial analysts, investors and portfolio managers operating in the capital markets.

This paper aims to explore the moderating effects of consumer ethnocentrism and intercultural competence on the impact of service outcome and perceived cultural distance, respectively, on interaction comfort and perceived service quality in intercultural service encounters.

A 2 × 2 between-subjects experimental design with university students was used, using service encounter scenarios to manipulate service outcome (failure or success) and photos of service employees to manipulate perceived cultural distance (low vs high).

As hypothesized, the impact of service outcome on interaction comfort and perceived service quality is moderated negatively by consumer ethnocentrism, whereas the impact of perceived cultural distance is moderated positively by intercultural competence.

An experimental design using imaginary service scenarios was used in a single service context (i.e. restaurant) with university students as participants, which may restrict the generalizability of our findings.

Managers in service firms with multicultural customers should try to recruit service employees with high intercultural competence and low consumer ethnocentrism. They should also develop employee training programs that help minimize the adverse impact of these variables on interaction comfort and service quality in intercultural service encounters.

This paper extends prior research by exploring the moderating effects of consumer ethnocentrism and intercultural competence on the direct and indirect effects of service outcome and perceived cultural distance on interaction comfort, service quality and satisfaction.

The purpose of this study is to explore the suggestions that construction processes could be considerably improved by integrating building information modelling (BIM) with 3D laser scanning technologies. This case study integrated 3D laser point cloud scans with BIM to explore the effects of BIM adoption on ongoing construction project, whilst evaluating the utility of 3D laser scanning technology for producing structural 3D models by converting point cloud data (PCD) into BIM.

The primary data acquisition adopted the use of Trimble X7 laser scanning process, which is a set of data points in the scanned space that represent the scanned structure. The implementation of BIM with the 3D PCD to explore the precision and effectiveness of the construction processes as well as the as-built condition of a structure was precisely captured using the 3D laser scanning technology to recreate accurate and exact 3D models capable of being used to find and fix problems during construction.

The findings indicate that the integration of BIM and 3D laser scanning technology has the tendency to mitigate issues such as building rework, improved project completion times, reduced project cost, enhanced interdisciplinary communication, cooperation and collaboration amongst the project duty holders, which ultimately enhances the overall efficiency of the construction project.

The acquisition of data using 3D laser scanner is usually conducted from the ground. Therefore, certain aspects of the building could potentially disturb data acquisition; for example, the gable and sections of eaves (fascia and soffit) could be left in a blind spot. Data acquisition using 3D laser scanner technology takes time, and the processing of the vast amount of data acquired is laborious, and if not carefully analysed, could result in errors in generated models. Furthermore, because this was an ongoing construction project, material stockpiling and planned construction works obstructed and delayed the seamless capture of scanned data points.

These findings highlight the significance of integrating BIM and 3D laser scanning technology in the construction process and emphasise the value of advanced data collection methods for effectively managing construction projects and streamlined workflows.