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Due to their very different contexts, the responses made by property hosts to online reviews can differ from those posted by hotel managers. Thus, the purpose of this study is to investigate the determinants of the responding behavior of hosts on peer-to-peer property rental platforms.

This study applied a comprehensive framework based on the theory of planned behavior. Empirical models are constructed based on 89,967 guest reviews with their associated responses to reveal the responding pattern of property hosts.

Unlike hotel managers, property hosts are more likely to reply to positive than to negative reviews; moreover, when they do choose to respond to negative reviews, they are likely to do so negatively, in a “tit-for-tat” way. This study also finds that one reason for the difference of responding patterns between property hosts and hotel managers is the hosts’ lack of experience of consumer relationship management and service recovery.

This study provides a good start point for future theoretical development regarding effective responding strategy on peer-to-peer property rental platforms, as well as some useful implications for practitioners.

This study is an early attempt to analyze the impact of the particularity of emerging platforms on the responding behavior of service providers based on a comprehensive conceptual framework and empirical model thus provides a good starting point for the further investigation of effective response strategies on these emerging platforms.

This study aims to explore the relationship between the degree of state-owned enterprises’ (SOEs) mixed reform and the environmental response of enterprises, against the background of actively promoting the reform of mixed ownership in China.

The study is conducted on a sample of A-share listed manufacturing companies in Shanghai and Shenzhen of China, investigated for the period 2015 to 2020. The baseline regression results are robust to a series of robustness and endogeneity tests. To deal with the issue of endogeneity, the technique of instrumental variable method has been applied.

The study confirms the U-shaped effect of the depth and restriction of mixed ownership on SOEs’ environmentally responsive behaviour in the manufacturing industry, especially for lower environmental regulation and higher level of risk-taking firms. The findings indicate that the government, shareholders and other stakeholders of enterprises should not simply consider that the mixed reform is directly promoting or reducing the environmental response behaviour of enterprises.

SOEs should improve their shareholding structures to undermine performance enhancement at the expense of the environment and increase environmentally beneficial behaviours. Regulators and governments should improve the institutional mechanism of environmental regulation and make efforts to promote corporate awareness of the environment.

Although the adoption and implementation of environmentally friendly policies are costly, improved environmental response and other social responsibilities are helpful to corporate long-term growth and reputation and obtain more capital market attention. Therefore, firms would benefit from improving their environmental response to protect nature, as well as to enjoy the economic and social benefits of a better environmental response.

To the best of the authors’ knowledge, there is a lack of studies focussing on the environmental behaviour of SOEs of mixed reform. As the mixed reform in China has come to a climax phase in recent several years, SOEs of mixed reform is an ideal environment for research. The study focusses on manufacturing firms as these firms are more susceptible to contribute to environmental pollution, exploitation of natural resources and labour concerns.

Purpose – The broader research question being addressed is whether head library administrators (HLAs) have the competitive nature required to respond appropriately to strategic and competitive pressures in the library service environment. In addressing this broader research question, this study seeks to determine how HLAs perceive themselves and their peers’ competitive behavior with regard to personal hobbies, sports and games, their personal career performance, and their library's performance.

Design/methodology/approach – A census of the 103 HLAs from North Carolina's two-year and four-year academic libraries (including both public and private institutions) and the 77 public library systems in the state was conducted using a mixed methods design survey instrument to obtain information regarding their perceptions about both their own and their peers’ competitive behaviors.

Findings – The survey response rate was 49% and included a sample that reflected an equal distribution of HLAs by library types and the demographics of the study population. An analysis of survey responses indicate that while HLAs do perceive themselves and their peers to be competitive in behavior for their own personal career and their library's performance, they are not competitive in nonwork activities such as personal hobbies or sports and games. The high levels of reported competitiveness in the respondent's and library's performance variables may indicate HLAs are highly motivated in performing competitive behaviors when it benefits their own careers. The extreme lack of reported competitive behavior in the strategy related variable (sports and games) may indicate HLAs are less motivated or ill-prepared in the strategic response skills required to respond appropriately to strategic and competitive pressures in the library service environment. Respondents projected their own perceptions of competitive behavior unto their peers, which indicates HLA perceptions of their peers in competitive behaviors (possibly other areas) needs to be examined in greater detail to assess the validity of these perceptions.

Research limitations/implications – Data analysis was unable to determine any significant statistical relationships between HLA competitive behavior responses and the variables examined. Further research is needed to identify environmental, psychological, or professional variables that may explain the degrees, motivations, and differences in reported competitive behaviors.

Practical implications – Based on the study findings, libraries may not have head administrators who can effectively respond to strategic challenges facing their libraries. Many libraries may have HLAs who are: not as motivated to respond to strategic needs as career performance needs; have a false set of perceptions of their competitiveness or competitive abilities; have a false set of perceptions of their peers’ competitiveness or competitive abilities; and providing a false sense of security to their libraries that believe the HLA that leads them will enable their libraries to effectively respond to the service environment challenges. In combination, these findings indicate that the library's ability to effectively compete/strategically respond may be dependent on inconsistent and potentially unreliable competitive abilities and personal career motivations. This could make developing strategic responses and sustainability more difficult for libraries in the future.

Originality/value – The study is the first of its kind to examine whether HLAs have the competitive nature required to respond appropriately to strategic and competitive pressures in the library service environment. Having a complete and effective understanding of how head library administrator's competitive behaviors work and impact their library's strategic response development is essential in preparing and supporting existing and future head library administrators in leading their libraries in strategic responses. As the library's head administrator is the primary driver of strategy and strategic/competitive responses for their library, the competitive behaviors and their motivations becomes a critical component of the library's success in effectively responding to strategic challenges and being sustainable for meeting future generation's information needs. It is hoped that by exploring head library administrator's competitive behavior in this study, the researcher has laid the initial framework for understanding how a library's leader will competitively respond or be capable of responding to today's library service environment challenges that have become very competitive in nature and require library organizations to continually develop and perform activities that generate increasingly effective strategic performance and value.

This study aims to examine the effect of cybersecurity threat and efficacy upon click-through, response to a phishing attack: persuasion and protection motivation in an organizational context.

In a simulated field trial conducted in a financial institute, via PhishMe, employees were randomly sent one of five possible emails using a set persuasion strategy. Participants were then invited to complete an online survey to identify possible protective factors associated with clicking and reporting behavior (N = 2,918). The items of interest included perceived threat severity, threat susceptibility, response efficacy and personal efficacy.

The results indicate that response behaviors vary significantly across different persuasion strategies. Perceptions of threat susceptibility increased the likelihood of reporting behavior beyond clicking behavior. Threat susceptibility and organizational response efficacy were also associated with increased odds of not responding to the simulated phishing email attack.

This study again highlights human susceptibility to phishing attacks in the presence of social engineering strategies. The results suggest heightened awareness of phishing threats and responsibility to personal cybersecurity are key to ensuring secure business environments.

The authors extend existing phishing literature by investigating not only click-through behavior, but also no-response and reporting behaviors. Furthermore, the authors observed the relative effectiveness of persuasion strategies used in phishing emails as they compete to manipulate unsafe email behavior.

The purpose of this paper is to propose a conceptual model of customer complaining behaviour as a dynamic process in accordance with the service‐dominant logic perspective of marketing.

The study reviews the common behaviour models of customer complaints and relates this to the service‐dominant logic perspective in order to develop and describe a dynamic conceptual model of customer complaining behaviour.

The proposed model posits three categories of complaining behaviour due to a customer's unfavourable service experience: no complaining response, communication complaining responses, and action complaining responses.

Empirical validation of the proposed conceptual model is needed.

The proposed model can be used by managers to understand the various behaviour responses of customer complaints that the company experiences. In addition, the model assists in framing appropriate managerial responses, including service recovery and improved service design.

The study represents a thorough conceptual examination of the complaint process and proposes a dynamic model of customer complaining behaviour based on the service‐dominant logic perspective.

Professional touching behavior (PTB), defined as intentional touching behavior that occurs between organizational members and that falls within the boundaries of appropriateness and professionalism in the workplace, is prevalent in organizations. Scholars from multiple disciplines, including human resources researchers, have acknowledged the importance of physical contact for facilitating interpersonal communication and relationship-building. However, PTB may not only elicit positive reactions from those who receive it but also negative reactions as well, with implications for social dynamics in organizations. PTB can, on the one hand, fulfill employees’ desires for interpersonal connection; at the same time, such physical contact at work can represent a threat to employees’ health. To explain the nature and implications of these divergent effects of receiving PTB, the authors draw upon sociometer theory and behavioral immune system (BIS) theory to model the emotional, cognitive, and physiological processes via which, and the conditions under which, receiving such behavior will result in socially functional responses and prompt subsequent prosocial behavior, and when PTB will be perceived as a health risk and prompt withdrawal behavior. The theoretical framework of this chapter expands our conceptual understanding of the consequences of interpersonal physical contact at work and has important human resources management (HRM) implications for organizational managers.

The main intension of this paper is to challenge the dominance of emotional labour in professional nursing.

The article begins by evaluating the central conceptual and definitional aspects of emotional labour, emotion work and emotional work. The purpose of this discussion is to argue against the false public and private dichotomy that has plagued emotional labour and emotion work. Second, it is proposed that the central and helpful defining aspects of emotional labour and emotion work are Marx's concepts of exchange‐value and use‐value. These defining attributes are used in conjunction with other re‐conceptualisations, which unite these terms in order to create more encompassing constructs that are useful for focusing on the waged and unwaged aspects of professional nurses' emotional work response behaviours. Finally, the use of emotional labour in professional nursing is contested on the grounds that the construct has limited theoretical and empirical utility for researching the complex nature of professional nurses' emotional work response behaviours.

It is recommended that a more robust encompassing concept needs to be developed, which accurately reflects the nature and complexity of professional nurses' waged and unwaged emotional work response behaviours, as they are important overlooked facets of behaviour that can be theoretically related to professional nurses' contextual performance.

The paper provides a better understanding of professional nurses' emotional work response behaviours, which benefit nursing research and practice by drawing on other areas of theory and research.

Methodological pluralism in consumer research is usually confined to post‐positivist interpretive approaches. Argues, however, that a positivistic stance, radical behaviourism, can enrich epistemological debate among researchers with the recognition of radical behaviourism′s ultimate reliance on interpretation as well as science. Although radical behaviourist explanation was initially founded on Machian positivism, its account of complex social behaviours such as purchase and consumption is necessarily interpretive, inviting comparison with the hermeneutical approaches currently emerging in consumer research. Radical behaviourist interpretation attributes meaning to behaviour by identifying its environmental determinants, especially the learning history of the individual in relation to the consequences similar prior behaviour has effected. The nature of such interpretation is demonstrated for purchase and consumption responses by means of a critique of radical behaviourism as applied to complex human activity. In the process, develops and applies a framework for radical behaviourist interpretation of purchase and consumption to four operant equifinality classes of consumer behaviour: accomplishment, pleasure, accumulation and maintenance. Some epistemological implications of this framework, the behavioural perspective model (BPM) of purchase and consumption, are discussed in the context of the relativity and incommensurability of research paradigms. Finally, evaluates the interpretive approach, particularly in terms of its relevance to the nature and understanding of managerial marketing.

Due to interactive fluctuations during service encounters, fuzzy requests frequently occur from either frontline employees or customers. While such requests from customers have been drawn wide attention, there exists a lack of research on frontline employees’ fuzzy requests and possible outcomes (e.g. compliance or refusal). The purpose of this study is thus to identify the underlying mechanism and enacting variables that influence customers’ compliance behaviour (i.e. positive outcome) to fuzzy requests.

Data were collected from a sample of ten express service companies in southeast China. The proposed model was empirically tested among 309 customers and further analysed through structural equation modelling.

The results indicated that expected technical quality, perceived reasonableness and perceived convenience are positively associated with compliance behaviour, whereas the effects of inertia and negative emotional response on compliance behaviour are significantly negative. The findings also demonstrated that negative emotional response partially mediates the impacts of expected technical quality, perceived reasonableness and inertia on compliance behaviour.

This study investigates an under-researched phenomenon, namely, frontline employees’ fuzzy requests in the service context. The underlying mechanism of customers’ compliance behaviours to fuzzy requests is articulated through an integration of three beliefs with emotional response. As an early exploration of employees’ fuzzy requests, this study provides important theoretical and managerial implications.

This study investigates the role of social media brand posts on customer response and whether said impacts foster engagement in brand co-creation behaviors, especially in the higher education sector. The study further explores the moderating role of a university's reputation in strengthening the effects on student response and co-creation behaviors.

The authors conducted this research by using the dual processes of the heuristic–systematic model to understand the effects of brand post‐characteristics on student’s responses and behaviors. A dataset obtained from a survey of 755 students was employed to estimate the proposed research model.

The results illustrated two key characteristics of brand posts, namely argument quality (systematic processing) and quantity of posts (heuristic processing), positively affect cognitive and affective responses, thus encouraging students to co-create value for a university brand. Moreover, our study also found that university reputation plays a significant moderating role in strengthening the relationship between recipients’ responses and co-creation behavior.

Online brand posts not only enable institutions to exchange brand information but also allow students to contribute their own resources to co-create brand value. Thus, the study findings can help brand managers successfully implement co-branding efforts and foster students in the co-creation process.