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Repeat customers play an important role in the restaurant sector. Previous studies have confirmed the positive effect of managerial responses on customer relationship management. However, the practice of managerial response strategies toward repeat customers in the restaurant sector remains unclear. This study aims to explore how social influence and the revisit intention of customers affect the responding behavior of restaurant managers.

This study collects information of 251,944 customer reviews and managerial responses from 1,272 restaurants on Yelp (a leading restaurant review website around the world) and builds four econometric models (with restaurant and month fixed effects) to test the hypotheses empirically.

The empirical results show that restaurant managers are less likely to respond to reviews posted by repeat customers (10% lower than that of new customers). This effect is moderated by customer social influence, which entails that repeat customers with great social influence are more likely to receive managerial responses. Moreover, reviews from repeat customers who have had a longer time since their last consumption are also more likely to receive managerial responses.

The results present implications for restaurant managers in business practice regarding managerial response. Managers should take advantage of platform designs and tools (i.e. customer relationship management programs to keep track of repeat customers) to locate repeat customers and avoid the potential negative effects caused by their selected response strategies.

To the best of the authors’ knowledge, this study is among the first attempts to examine empirically how restaurant managers respond to reviews generated by repeat customers in real business practice and reveals what drives such activities from the perspectives of social influence and revisit intention.

Recently, corporations have been confronted with a number of global environmental challenges such as global warming, acid rain, depletion of natural resources, waste management, green consumerism and pollution prevention. There is growing pressure to deliver products and services which are environmentally compatible. A number of corporations such as Du Pont, 3M, AT&T, Xerox and Procter & Gamble are, therefore, integrating various environmental policies and programmes into their operations strategy and specific decisions concerning operations such as product design/planning, process technology selection, and quality management. Introduces the concepts of environmental management (EM) and argues that firms which do not recognize the implications of environmental problems on the operations function will not succeed in the competitive market. Various environmental management practices (such as implementing aggressive pollution‐prevention programmes, initiating environment‐related performance measures and developing green products and process technologies) provide opportunities to strengthen a firm′s distinctive competence in terms of operations objectives such as highest quality, lowest cost, best dependability, and greatest flexibility. Thus, EM gives a competitive advantage and develops new links between operations strategy and the corporate strategy (e.g. cost leadership and product differentiation).

This conceptual chapter explores the role of embodiment in phenomenological experience of lived time, and the implications it may hold for studying consumption.

Conceptual chapter.

We argue that though consumer research scholars have become increasingly cognizant of the embodied foundation of temporal experience, the relation between embodied experience of time and consumption activity still remains under-theorized and researched. Through a phenomenological perspective we are able to understand the consumer as temporally directed toward the world where value is realized emergently through embodiment of affordances.

We build an existing work in consumer research to open up a possibility for a phenomenological experience of consumption that is, to a great extent, precognitive, temporal, and based on the ability to experience lived time.

The purpose of this study is to investigate how brand communities collectively react towards brand transgressions, an area where previous research has been scant.

This study adopts a netnographic approach in studying the reactions of one particular brand community and its reactions to a marketer-initiated brand transgression.

Building on coping theory, we find evidence of brand community coping, a temporally bounded process in which the community seeks to come to terms with and even overturn the transgression. Overall, we define the brand community coping process as unfolding through three overlapping and temporally bounded stages of (1) making the problem communal, (2) exploring the problem’s meaning, and (3) co-creating responses.

Studies of consumer coping particularly in cases of brand transgressions have predominantly adopted an individualistic approach to coping, or have treated communities as coping resources for individual consumers. This study is the first study to truly look at brand communities’ collective coping endeavors. We also offer managerial implications by questioning the overtly positive tone of brand co-creation literature and underline potential threats to marketers when consumers decide to use their co-creative practices to punish the marketer.

The purpose of this paper is to investigate the relationship between green management and environmental performance. This was accomplished by considering each operational element, including the supply and acquisition of upstream materials, research and development, manufacturing and packaging, marketing, promotion and education, and recycling activities.

The paper constructs an integral model of the green value chain to reveal the extent to which Taiwanese manufacturing industries are adopting green value chain management and implementing environmentally conscious business practices. Survey data were collected from 118 Taiwanese manufacturers.

The findings indicate a positive relationship between green value chain management and environmental performance. The results suggest that when firms only implement green management in particular areas the effect is insignificant; however, a comprehensive implementation can result in an overall improvement in environmental performance.

This paper may serve as a reference for firms mapping out future environmental policies and provide an input of various perspectives and arguments into the discipline of green management.

This paper offers a conceptual discussion of repetition and joy in the context of information and their relation to the good life.

Joy is defined as an integrative element of the good life which can be achieved through repetition. This may be surprising, given that our most ready-to-hand associations with “repetition” are negative in tenor rather than positive. Building on the work of repetition theorists Søren Kierkegaard and Gertrude Stein, we can discern three different forms of repetition: that looking backwards (e.g. rereading), that looking forwards (e.g. art-making) and that looking inwards (e.g. chiasmus). Throughout this paper, information-related examples are given and discussed as vignettes that move the conversation forward.

These examples lead to a nascent theory of why the repetition of information can spark joy and not just tedium. First, its stability and predictability that instill comfort in us. Second, its unifying force that brings us to experience wholeness. Third, its invitation to keep the repetition going through creation, further helping us feel part of the world. And finally, its paradoxicality—as strict repetition is impossible—which requires change, paving the way for satisfying surprises and delights.

Repetition is a ubiquitous and theoretically interesting phenomenon when it comes to information, and though it is implicit in some information science research, it has not yet been theorized directly. Moreover, this paper connects this issue to an emerging “positive” orientation in information studies.

The purpose of this paper is to re-evaluate the sustainable attitude-behavior gap by reconsidering the cognitive-rational aspects of consumer purchase behavior. We aim to show how companies can benefit from focusing on hedonic aspects of consumption in their marketing of sustainable products. We claim that consumer culture research needs to examine the link between hedonic, aesthetic, and cognitive-rational aspects of sustainable consumption.

We use the electric vehicle marketing strategy in the United States as an example of an approach to bridge the attitude-behavior gap. More specifically, we focus on the car manufacturer Tesla as an example of marketing a sustainable product.

We find that Tesla’s marketing strategy focuses on aesthetics and hedonics-ludic performance. Similarly to other luxury cars, Tesla markets itself with a full compliment of consumer benefits. Compared to economical electric vehicles, sustainability is not the primary focus of Tesla’s marketing communication strategy.

Sustainable consumption theory benefits from examining the interlinking of hedonic, aesthetic and cognitive-rational aspects product purchasing and use. Future research in the development of sustainable consumption theory in additional complex product categories is needed.

Greater regard for consumer experience in sustainable consumption offers the potential for additional strategies to bridge the attitude-behavior gap and marketing of sustainable goods.

We move beyond the attitude-behavior gap by not only focusing on expressed attitudes of sustainability, but also focusing on the hedonic aspects at play in sustainable consumption.

Films are arguably one of the most influential phenomenon of modern society. They are remarkable and effective means of conveying stories and influencing humans. Films are one of the most important factors that motivate people to travel to a destination. This chapter will explore the phenomenon which is widely known as film tourism and its role in tourist experience. To gain a better understanding of film tourism experiences, this chapter presents key concepts and analyzes existing studies. The analysis investigates important aspects of film tourism experience, including experience satisfaction and storytelling. It tries to highlight how films can influence tourist experiences beyond the travel itself, with a strong emphasis on the role of storytelling and film tourism experience satisfaction. To help readers achieve a clearer and more detailed understanding of the unique and dynamic nature of film tourism experiences, this chapter provides an overview of the tourist experience by conducting a comprehensive literature review on the subject. By doing this, this chapter proposes a new framework of film tourist experience satisfaction while describing the relationship between influential factors such as previous film experiences, motivation to visit a destination, destination expectations, on-site destination experience, and tourist involvement. Finally, conclusions are drawn presenting storytelling as a contemporary approach in the domain of film tourism experiences.

How can we take multimodalities (the discursive, material, spatial, visual, emotional, embodied, etc.) of institutions seriously? In contemplating the implications of the “multimodal turn” (broadly defined) for institutional inquiry and theory, I first situate it within its intellectual current in the social sciences more broadly. I then use three ethnographic vignettes from Israeli high-tech conferences, all centering on “place” (as a – presumably first and foremost – geographical and material reality) to highlight the shortcomings of a “weak” multimodal approach and the promise of a “strong” one. Finally, I suggest ways to capture multiple modalities within an integrated account and discuss the challenges entailed in an institutional inquiry undertaken to acknowledge, and conceptualize, non-linguistic realities.

Existing brand literature on assemblage practices has focused on providing a map or geography of brand assemblages, suggesting that an artist brand’s ability to evolve and achieve brand longevity remains constant. Using geology of assemblage, this study aims to explore the types and mechanisms of change in brand evolutions to address the problem of identifying when and how a brand can transform in an evolving marketplace.

The authors apply an interpretive process data approach using secondary archival data and in-depth interviews with 31 self-identified fans to explore the artist brand David Bowie over his 50-year career.

As an artist brand, Bowie’s ability to evolve his brand was constrained by his assemblage. Despite efforts to defy ageing and retain a youth audience appeal, both the media and his fans interpreted and judged Bowie’s current efforts from a historical perspective and continuously reevaluated his brand limiting his ability to change to remain relevant.

Brand managers, particularly artist brands and human brands, may find that their ability to change is constrained by meanings in past strata over time. Withdrawal from the marketplace and the use of silence as a communicative practice enabling brand transformations.

The geology of assemblage perspective offers a more nuanced understanding of brand changes over time beyond the possibilities of incremental or disruptive change. We identify the mechanisms of change that result in minor sedimentation, moderate cracks and major ruptures in a brand’s evolution.