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This paper aims to advance research and practice on value, and more specifically value-in-use, by enhancing knowledge of not only positive but also negative value-in-use facets in a complex relational context, developing a psychometrically sound measure of these facets and evaluating their effect on various outcome measures across different customer segments.

A three-stage study was undertaken in the professional service context of financial planning. Following a qualitative stage identifying positive and negative facets of value-in-use, a measurement scale was developed and tested, and extended analysis was undertaken through two quantitative stages.

The findings provide converging evidence that clients in the study context realise value-in-use, defined in this study at a benefit rather than outcome level, through nine core facets, four positive (expertise, education, motivation, convenience) and five negative (monetary, time and effort, lifestyle, emotional [financial planner], emotional [situation]). While all nine facets impact on at least one of the investigated outcomes, results show that, overall, positive value-in-use facets outweigh the negative ones, with the impact of facets varying depending on client factors (such as customer participation and time to retirement).

The primary contributions of this paper lie in the conceptualisation and measurement of both positive and negative value-in-use facets and their interplay in generating customer outcomes, as well as in the development of a psychometrically sound measure of this construct. Negative value-in-use facets have not been explored to date, despite consumers being sometimes more concerned with risks than gains. Furthermore, the research offers novel insight into the impact of both positive and negative value-in-use on relevant outcomes, while also offering evidence as to the importance of segmentation dimensions in this context.

Recognizing Gigerenzer’s (1991) dictum that scientists’ tools are not neutral (tools-in-use influence theory formulation as well as data interpretation), this chapter reports theory and examines data in ways that transcend the dominant logics for variable-based and case-based analyses. The theory and data analysis tests key propositions in complexity theory: (1) no single antecedent condition is a sufficient or necessary indicator of a high score in an outcome condition; (2) a few of many available complex configurations of antecedent conditions are sufficient indicators of high scores in an outcome condition; (3) contrarian cases occur, that is, low scores in a single antecedent condition associates with both high and low scores for an outcome condition for different cases; (4) causal asymmetry occurs, that is, accurate causal models for high scores for an outcome condition are not the mirror opposites of causal models for low scores for the same outcome condition. The study tests and supports these propositions in the context of customer assessments (n = 436) of service facets and service-outcome evaluations for assisted temporary-transformations of self via beauty salon and spa treatments. The findings contribute to advancing a nuanced theory of how customers’ service evaluations relate to their assessments of overall service quality and intentions to use the service. The findings support the need for service managers to be vigilant in fine-tuning service facets and service enactment to achieve the objective of high customer retention.

Previous research have shown that individuals with high trait impulsivity are at high risk of engaging in problem alcohol use and that drinking motives differentially predicted alcohol use and problems. This study aimed to investigate whether these previously shown associations still existed during the global outbreak of the pandemic, COVID-19, which resulted in a long period of lockdown and raised concerns about the effects of alcohol.

The data was collected from 185 adults between ages of 18 and 35 during the lockdown period (November 20–May 21) through an online survey. Participants completed an impulsivity questionnaire, drinking motives and alcohol use measures.

The results revealed that enhancement and coping motives mediated the effects of positive and negative urgency, respectively, and lack of premeditation facet of impulsivity was directly linked to alcohol use. These findings are partially in line with the previous studies before the lockdown.

Overall, individuals with particularly high urgency and premeditation maybe at high risk for problem alcohol use and may require tailored support for regulating emotions, particularly during stressful life events such as a global pandemic.

Findings may inform prevention and intervention strategies. Individuals with high trait urgency may benefit from more adaptive coping strategies such as learning specific emotion regulation strategies to minimise engaging in risk behaviours in stressful situations.

Findings suggest that traits positive and negative urgency are risk factors for alcohol use through enhancement and coping motives respectively, and these associations are particularly strong during stressful life events.

This paper aims to address the crucial interactions that a start-up enacts with actors from the public sphere in a context of medical technologies. The public actor commonly plays multiple roles, ranging from co-developers and financiers to large-scale users, which are all pivotal to the development and survival of the new venture. The paper investigates the possible “dark sides” of a start-up’s marriage with a public partner, departing from three specific roles the public sphere can assume in relation to a start-up: as a development partner, as a financer and as a customer.

The study builds on an in-depth empirical case study of a Swedish med-tech startup company.

The authors find the financing role to be least problematic, whereas the customer role is the most problematic in that it provides numerous barriers to the possible development and growth of a start-up firm striving to get new customers in a public setting. Examples of the most prominent barriers found are regulations, complex decision-making processes and assessment elements of med-tech products that are outside the control of the startup firm, hence issues that cannot be handled within inter-organizational relationships.

The study builds on 27 in-depth interviews, which were undertaken during 2005-2013, thus contributing detailed data about a start-up’s many and crucial interactions with different public actors. Departing from three different roles, a public partner can adopt in relation to a start-up, (development, co-financer and customer) provides results with managerial implications for start-up’s and policy implications for health-care policy.

The paper's aim is to determine, by means of an extensive exploratory study and the metaphorical use of a molecule, the set of dimensions and facets that exist in people's minds in regards to a country brand, and at the same time to compare the results with the dimensions used by practitioner-led sources to measure the same construct.

A total of 532 graduate students living in 20 different countries freely reported the concepts they associate with different country names. The construction of the nation brand molecule was carried out in three steps: generating the inventory of all the associations made by participants in relation to country names; classifying the inventory; and mapping the molecule.

The nation brand molecule (NBM) which encompasses all the associated concepts that give shape to the overall molecule was developed. Seven dimensions, with their corresponding facets, were identified: economy, tourism, geography and nature, culture and heritage, society, science and technology, and government.

First, the sample was significantly biased towards graduate students. Second, the free elicitation process was requested mainly focused on nation brand personality, so there still may be some country facets not included in the NBM. Finally, this study does not have a hierarchy or relative weight of each of the molecule's dimensions.

The seven dimensions identified here match some of those used by private sources to measure country brand. However, this study uncovers two dimensions that are not considered by either of the private sources: geography and nature, and science and technology. This may demonstrate that what should be measured is not exactly what has been measured, and therefore indicates a potential content validity problem of the private measures currently in use.

This paper is the first to explore the dimensions comprising the nation brand construct at a multinational scope. Although practitioner-led indexes have been widely used for many country-branding projects, they only show what is being measured but not what should be measured in regards to the country brands, and therefore this paper fills the gap that exists in the current state-of-the-art.

This study explores a seller’s perspective in business relationships to validate whether the findings reported in previous studies based on buyer business relationships apply to seller business relationships. The purpose of this study is to test whether satisfaction functions as a connector between positive antecedents (trust and commitment) and negative postcedents (opportunism and conflict) in a business-to-business (B2B) relationship, based on a seller perspective.

A descriptive research design was applied and data was collected from Norwegian companies from the database of LinkedIn’s Sales Navigator. Respondents (Sales or Marketing Managers/Directors or Key Account Managers) were asked to identify one main business customer with whom they had interacted in the past year. A total of 213 responses could be used for data analysis. In addition, the measurement and structural models were assessed.

Trust was established as a positive alter ego of opportunism and opportunism as a negative alter ego of trust. The commitment was also determined to be a positive alter ego of conflict, with conflict being a negative alter ego of commitment. Furthermore, it was proven that alter egos are not opposites, but facets of antecedents and postcedents in relation to a connector, satisfaction.

The tested model endorses the hypothesised relationships between trust, commitment, satisfaction, opportunism and conflict in Norwegian B2B relationships. Satisfaction is linked to its two antecedents and its outcomes and the hypothesised relationship between opportunism and conflict is also endorsed from a seller’s perspective in B2B relationships.

The findings can assist the B2B industry to understand how trust and commitment foster satisfaction, how satisfaction influences opportunism and conflict, and how opportunism relates to conflict in a seller-business relationship.

No previous study has focussed on relationship marketing in B2B relationships from a seller’s perspective to establish whether satisfaction functions as a connector between trust and commitment and opportunism and conflict.

Although there have been considerable amounts of research documenting the effects of narcissism on workplace outcomes, studies of the impact of narcissism on job performance have produced inconclusive results. This study aims to provide insight into this issue by using a new model of narcissism, the Narcissistic Admiration and Rivalry Concept model to explore the processes by which narcissism can impact job performance.

Two studies (Study 1 with 1,176 employees and 217 managers cross-sectional data; Study 2 with 209 employees and 39 managers time-lagged data) were conducted and multilevel technique was used to test the research model.

Narcissistic rivalry is associated with higher levels of family–work conflict (FWC) and that these effects are magnified when narcissists also have competing demands in the form of expectations to conform to traditional values. Furthermore, this study documents that higher levels of FWC are associated with greater emotional exhaustion and lower job performance. However, narcissistic admiration only has direct effect on job performance.

This paper not only suggests that narcissism is a previously untested dispositional antecedent for FWC, but it also uses a facet-based approach to examine when and how narcissism impacts job performance.

The purpose of this paper is to address the limitations of conventional risk matrix based tools such that both positive and negative connotation of uncertainty could be captured within a unified framework that is capable of modeling the direction and strength of causal relationships across uncertainties and prioritizing project uncertainties as both threats and opportunities.

Theoretically grounded in the frameworks of Bayesian belief networks (BBNs) and interpretive structural modeling (ISM), this paper develops a structured process for assessing uncertainties in projects. The proposed process is demonstrated by a real application in the construction industry.

Project uncertainties must be prioritized on the basis of their network-wide propagation impact within a network setting of interacting threats and opportunities. Prioritization schemes neglecting interdependencies across project uncertainties might result in selecting sub-optimal strategies. Selection of strategies should focus on both identifying common cause uncertainty triggers and establishing the strength of interdependency between interconnected uncertainties.

This paper introduces a novel approach that integrates both facets of project uncertainties within a project uncertainty network so that decision makers can prioritize uncertainty factors considering the trade-off between threats and opportunities as well as their interactions. The ISM based development of the network structure helps in identifying common cause uncertainty triggers whereas the modeling of a BBN makes it possible to visualize the propagation impact of uncertainties within a network setting. Further, the proposed approach utilizes risk matrix data for project managers to be able to adopt this approach in practice. The proposed process can be used by practitioners while developing uncertainty management strategies, preparing risk management plans and formulating their contract strategy.

Every employee embodies manifestations of every demographic that attach to him or her different minority and majority statuses at the same time. As these statuses are often related to organizational hierarchies, employees frequently hold positions of dominance and subordination at the same time. Thus, a given individual’s coping strategies (or coping behavior) in terms of minority stress due to organizational processes of hierarchization, marginalization, and discrimination, are very often a simultaneous coping in terms of more than one demographic. Research on minority stress mostly focuses on single demographics representing only single facets of workforce diversity. By integrating the demographics of age, disability status, nationality, ethnicity, race, sexual orientation, and religion into one framework, the intersectional model proposed in this chapter broadens the perspective on minorities and related minority stress in the workplace. It is shown that coping with minority stress because of one demographic must always be interpreted in relation to the other demographics. The manifestation of one demographic can limit or broaden one’s coping resources for coping with minority stress because of another dimension. Thus, the manifestation of one demographic can determine the coping opportunities and coping behavior one applies to situations because of the minority status of another demographic. This coping behavior can include disclosure decisions about invisible demographics. Therefore, organizational interventions aiming to create a supportive workplace environment and equal opportunities for every employee (e.g., diversity management approaches) should include more demographics instead of focusing only on few.

This paper aims to explore managers' and employees' views about service brand sabotage at the front line in retail banking. The current literature emphasises the role of the employee in service delivery, and advocates the cultivation of brand ambassadors – employees who support the service brand through their performance. Yet there also exist saboteurs – employees who actively work against the brand, and there is a dearth of literature exploring the nature of this group. Moreover, much of the extant literature explores service performance from the perspective of the consumer and little is known about employees' views. This paper seeks to present managers' and employees' views about service performance, and service sabotage.

The study incorporates findings from in‐depth interviews with bank managers, and a survey of 438 branch employees reveals sabotage drivers in the “job for life” banking environment in Ireland.

The paper identifies employee fear, overwork and compliance demands as issues which influence job dissatisfaction, consumer resentment and employee insecurity.

The research is exploratory. The paper advocates further research to confirm the components of service sabotage, and test the influence of these components on consumers' perceptions of the service.

The paper offers suggestions to help managers to better manage sabotage in this sector, and recommend future research in other highly structured services sectors.

The paper provides new insights into the constraints on the banking employee that may lead to service sabotage. It also offers advice to managers that may help them better harness employees as brand ambassadors.