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Purpose: A psychiatric illness called burnout is caused by emotional tiredness, cynicism, and a decreased sense of personal accomplishment. For police officers to handle and adjust to difficult, stressful, and sometimes traumatic events, resilience or recovery during downtime are considered critical capacities. The study aims to investigate the association between resilience or recovery experiences and job burnout among police officers and to ascertain if recovery experiences during off-job time can lessen the harmful impacts of burnout.

Design/methodology: The data were gathered from police officers in the South zone of Kerala state using a structured questionnaire. The police force may have favourable effects on economic development if it embraces resilience-building concepts and develops into a more resilient enterprise. The study used convenience sampling, and the researchers received 300 responses. Karl Pearson correlation and simple regression analysis are used to test hypotheses.

Findings: Findings suggest an association between burnout and resilience or recovery experience measures during off-job time among police officers in Kerala. It is found that recovery experiences can buffer the adverse effects of job stress and burnout.

Practical implications: The results of this study could guide the design of initiatives and programmes that enhance police officers’ performance and satisfaction while also encouraging their general well-being. To further reduce police burnout, implement a programme that aims to improve occupational stress recovery at the organisational level.

Originality/value: It is crucial to evaluate police officers’ burnout and its relationship to resiliency or recovery in their spare time. This study offers unique insights into certain off-the-job behaviours or activities that link to lower levels of burnout; this information could guide programmes or interventions intended to help police personnel.

Consumers are increasingly choosing social media over other channels and mechanisms for grievance redressal. However, not all social media grievances elicit a response from businesses. Hence, in this research the authors aim to explore the effect of the complainant's social characteristics and the complaint's social and content characteristics on the likelihood of receiving a response to a grievance from the business on social media.

The authors build a conceptual model and then empirically test it to explore the effect of the complainant's characteristics and the complaint's characteristics on the likelihood of response from a business on social media. The authors use data of consumer grievances received by an Indian airline operator on Twitter during two time periods – the first corresponding to lockdown during Covid-19 pandemic, and the second corresponding to the resumption of business as usual following these lockdowns. The authors use logistic regression and the hazard rate model to model the likelihood of response and the response delay, respectively, for social media customer grievances.

Complainants with high social influence are not more likely to get a response for their grievances on social media. While tagging other individuals and business accounts in a social media complaint has negative effect on the likelihood of business response in both the time periods, the effect of tagging regulatory bodies on the likelihood of response was negative only in the Covid-19 lockdown period. The readability and valence of a complaint were found to positively affect the likelihood of response to a social media grievance. However, the effect of valence was significant only in lockdown period.

This research offers insights on what elicits responses from a service provider to consumers' grievances on social media platforms. The extant literature is a plenty on how firms should be engaging consumers on online media and how online communities should be built, but scanty on grievance redressal on social media. This research is, therefore, likely to be useful to service providers who are inclined to improve their grievance handling mechanisms, as well as, to regulatory authorities and ombudsmen.

The main purpose of this study is to fill the research gap on how B2B global service firms integrate dynamic capabilities within their omnichannel management to influence positive word of mouth (WOM), customer engagement (CE) and customer equity.

Drawing on the dynamic capability and WOM theories, a model has been developed that defines the subjects of the empirical test. The paper reports on data collected from 312 service-oriented global firms in Australia, through a cross-sectional survey. Data were analyzed using structural equation modeling.

The findings suggest that content management (i.e. information consistency, source trustworthiness and endorsement) and concerns management (i.e. privacy, security and recovery) capabilities are the two significant antecedents of positive WOM within a B2B omnichannel setting in international marketing. The findings also confirm the key mediating role of CE between positive WOM and customer equity.

The findings extend dynamic capability theory in the context of international marketing by linking WOM, CE and customer equity. The findings add further theoretical rigor by establishing the nomological chain between positive WOM and customer equity, in which CE plays a key mediating role.

Using a decolonial framework for thinking about knowledge, education and internationalisation, this chapter critically unpacks the historical and contemporary complexities in South African higher education, including the colonial roots of higher education and internationalisation, the Eurocentric hegemony and white domination during colonialism and apartheid, and the lack of epistemic decolonisation in post-apartheid South Africa. The chapter shows how the way internationalisation has been practiced by universities since the end of apartheid has contributed to the maintenance of Eurocentric hegemony and coloniality of knowledge. The chapter highlights the need to rethink, reconceptualise and redefine internationalisation, and unpacks a new definition of internationalisation which takes into consideration historical complexities, contemporary realities and challenges, and the need for epistemic transformation and decolonisation in South African higher education. This is in line with Ngũgĩ wa Thiong’o’s decolonial ‘quest for relevance’ of education and knowledge to the people, places and regions in which universities operate, while looking outwards at the world and critically engaging with the plurality of worldviews, ideas, knowledges and ways of knowing. Such a quest could allow students to critically interrogate and understand their being and place in the world, as well as their relationships and linkages to others around the globe.

It is widely evident that trust and commitment are important pillars for strengthening the relationship between financial service firms and their customers. However, it has not been explored how the service quality, perceived cost and role of agents are important for financial service firms. To overcome this gap, this study aims to investigate the role of service quality, perceived cost and the role of agents as the commitment–trust factors in the financial insurance service (Takaful) in Malaysia, enhancing customer satisfaction.

The study follows a quantitative design in which primary data was collected using a survey instrument. The measurement instrument was adapted from the previous research, and data were collected from 264 customers of the Takaful financial service organizations in Malaysia. The data were analyzed using variance-based structural equational modeling in Smart-PLS software.

This research has revealed several useful insights that demonstrate a significant impact on service quality, perceived cost and the agents’ role in forging close relationships with their customers. Corporate image has a moderating role in relationships and has significantly impacted takaful insurance companies. The results imply that regardless of the corporate image of the financial service organizations, customers are concerned about the prices and the quality of the agents’ services.

In this study, only the predictors such as service quality, perceived costs and agents’ roles as trust–commitment factors were examined to determine customer satisfaction. Other investigations are highly recommended, such as value co-creation in takaful, takaful customer experience and takaful trust. This study offers insights to takaful insurance companies on how to keep up a positive corporate image, which will boost their trust–commitment factors and ultimately increase customer satisfaction.

By presenting commitment–trust factors and company image in an identifiable framework, the current study has expanded the discussion on takaful financial insurance services. The methodology is developed and rigorously tested to gauge customer satisfaction in takaful financial service organizations’ context.

In the realm of tourism and sustainability, transportation and mobility hold a crucial position. Among the green product categories, three-wheeled electric vehicles have gained significant attention due to their environmental benefits. However, research on consumers’ intentions to purchase these vehicles is limited, particularly in Asian destinations like Sri Lanka. This study aims to bridge this gap by examining the direct and indirect impacts of green brand awareness, green brand associations and green perceived quality of local Sri Lankans’ intention to choose branded electric three-wheelers in future purchase decisions.

A questionnaire survey garnered 400 usable responses, and structural equation modeling was used to test hypotheses.

The results indicate that green brand awareness, green brand associations and green perceived quality have a direct positive and significant effect on consumers’ intention to choose branded electric three-wheelers in future purchase decisions and green trust. Also, green trust has a positive and significant direct effect on consumers’ intention to choose branded electric three-wheelers in future purchase decisions. Furthermore, the results indicate that only green brand associations and green perceived quality have an indirect positive and significant effect on consumers’ intention to choose branded electric three-wheelers in future purchase decisions through green trust.

This research contributes to the tourism industry and other sectors involved in sustainability efforts in several ways. First, it emphasizes the importance of fostering positive associations with eco-friendly attributes and perceived product quality to build consumer trust and influence their purchase intentions for green products. Second, the study underscores the relevance of highlighting eco-friendly product attributes to stimulate consumer interest and adoption of green products. Finally, it theoretically underscores the significance of building trust through transparent and credible sustainability initiatives.

This study focused on establishing the mediating role of opportunistic behavior in the relationship between institutional pressures and procurement cycle time (PCT) in Uganda’s central government (CG) procuring and disposing entities (PDEs). The study also sought to establish the relationship between institutional pressures and PCT, between institutional pressures and opportunity behavior and between opportunistic behavior and PCT. This study was carried out because most PDEs had failed to perform well in terms of PCT, and beneficiaries had often complained of the lengthy PCT.

The unit of analysis was 126 CG PDEs within Uganda while the unit of inquiry was three employees per PDE, namely, giving a total of 378 respondents. Using a quantitative cross-sectional survey, the study realized a response rate of 88% for the unit of analysis and 71.7% for unit of inquiry. Data were analyzed using SmartPLS 4 with focus on ascertaining regression and mediation results.

The findings show that institutional pressures negatively and significantly predict both institutional pressures and PCT (ß = –0.569**; ß = –0.688**, respectively). Also, institutional pressures and opportunistic behavior are significant predictors of PCT, predicting 60.6% change in PCT. Furthermore, opportunity behavior partially moderates the relationship between institutional pressures and PCT.

For Uganda’s CG PDEs to reduce procurement delays and to procure within PCT, they should put more emphasis on institutional pressures and curtailing opportunistic behavior. The study recommends further amendment of the Public Procurement and Disposal of Public Assets (PPDA) Act 2003 to reduce delays.

There is need for further amendment of the PPDA Act 2003 to reduce delays, especially those attributed to approvals by contracts committee and the minimum bidding period for competitive bidding.

The study explores PCT and its antecedents whose understanding is critical in exploring avenues of reducing PCT and boosting service delivery to the beneficiaries.

The PPDA Act (2003) was amended in 2014, but still the time spent in the procurement processes has remained long, hence delaying or denying citizens service delivery. This is a matter of concern to the country at large and may spill into political unrests, and yet, there is scant literature exploring PCT and its antecedents. This makes the present study one of the pioneer empirical studies on PCT, with emphasis on Uganda. This study provides a framework for examining PCT in a context where scholarly explanation of PCT is still limited.

Although competitor orientation (CO) has been given great attention, its link to firm performance (FP) is still unclear. The reason behind this may be attributed to the fact that the CO–FP relationship depends on several contingencies. The purpose of this paper is to simultaneously explore the separate and combined moderating effects of marketing ethics (ME) and competitive intensity (CI) in the CO–FP relationship.

The participants in this study were managers or owners from 289 manufacturing SMEs located in two regions in Yemen (i.e. Sana’a and Taiz). Hierarchical regression analysis using PROCESS Macro V. 3.5 in SPSS was performed to analyze the data collected.

The obtained results reveal that ME in fact positively moderates the CO–FP relationship and, importantly, this effect is not influenced by CI.

The findings of this paper provide advantageous insights for managers and decision-makers for SMEs as it is expected that they demonstrate a greater commitment to the practice of ME in their firms. This has implications that with the practice of ME, it is expected that SMEs will be able to use the full potential of CO to improve their performance at a low level of CI.

This study contributes to widening the studies on CO, ME, CI and SMEs in a different context. In addition, it adds to the knowledge by exploring the combined moderating influence of internal (e.g. ME) and external factors (e.g. CI) when examining the CO–FP relationship.

The purpose of this paper is to develop a coupled lattice Boltzmann model for the simulation of the freezing process in unsaturated porous media.

In the developed model, the porous structure with complexity and disorder was generated by using a stochastic growth method, and then the Shan-Chen multiphase model and enthalpy-based phase change model were coupled by introducing a freezing interface force to describe the variation of phase interface. The pore size of porous media in freezing process was considered as an influential factor to phase transition temperature, and the variation of the interfacial force formed with phase change on the interface was described.

The larger porosity (0.2 and 0.8) will enlarge the unfrozen area from 42 mm to 70 mm, and the rest space of porous medium was occupied by the solid particles. The larger specific surface area (0.168 and 0.315) has a more fluctuated volume fraction distribution.

The concept of interfacial force was first introduced in the solid–liquid phase transition to describe the freezing process of frozen soil, enabling the formulation of a distribution equation based on enthalpy to depict the changes in the water film. The increased interfacial force serves to diminish ice formation and effectively absorb air during the freezing process. A greater surface area enhances the ability to counteract liquid migration.