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This research investigates the role of customer forgiveness as the result of online service recovery transparency in predicting customer engagement. It also examines the moderating roles of timeliness and personalization in this proposed model.

An online survey study using retrospective experience sampling and a scenario-based experimental study were conducted to test the proposed hypotheses.

Customer forgiveness positively influences customer engagement and plays a mediating role in the relationship between service recovery transparency and customer engagement. Additionally, timeliness and personalization moderate the positive influence of service recovery transparency on customer forgiveness. The positive influence of service recovery transparency on customer forgiveness is more apparent when levels of timeliness and personalization decrease.

To retain focal customers' engagement after a service failure, firms must obtain their forgiveness. One of the firm's online complaint handling strategies to increase the forgiveness level of focal customers is to provide a high level of service recovery transparency (i.e. responding to their complaints in a public channel), especially when the firm is unable to respond to online complaints quickly or provide highly personalized responses.

This research provides new insights into the underlying mechanism of customer engagement by applying the concept of customer forgiveness. It also contributes to the social influence theory by applying the essence of the theory to explain how other customers' virtual presence during the online complaint handling influences the forgiveness of focal customers in order to gain their engagement. Additionally, it provides insight into the conditions under which the role of service recovery transparency can be very effective in dealing with online complaints.

The purpose of this study is to investigate the moderated mediation between organizational culture (OC) and employee performance (EP), with a focus on how high-performance managerial practices (HPMPs) affect OC’s indirect effect via similarities in religious teachings (SRT), which was put to the test.

Data was collected from 275 working professionals. Partial least square structural equation modeling (PLS-SEM) was used for data analysis.

The results indicate that SRT mediate the relationship between OC and EP. HPMPs enhance EP by increasing the effect of OC on SRT.

As a part of people and performance management as a function of the human resource management team this study contributes to OC literature by exploring the role of similarities in religious teaching in enhancing EP and OC. The HPMPs are complemented by the SRT that enhance OC thereby improving EP.

This study paves way for addressing the OC problems being faced by the organizations. Organizational development interventions to enhance the OC and its effectiveness in overall performance enhancement are complemented by SRT. This becomes a trigger point for practitioners to initiate interventions based SRT.

Till now, there is no evidence examining the role of moderated mediation based on the SRT complementing HPMPs.

This study aims to explore the influence of perceived value, enjoyment and novelty of fast-food chains’ smart retailing technology (SRT) on Filipino consumers’ attitude and loyalty.

Purposive sampling was used in identifying the respondents (N = 343). The participants were composed of consumers of the leading fast-food chains in the Philippines, where SRT using self-service ordering kiosks is being implemented. The hypotheses were explored using partial least squares path modeling, and predictive-causal was the study’s research design.

The results reveal that, among the factors, perceived enjoyment substantially contributes to the formation of favorable consumers’ attitude toward SRT. Moreover, perceived value was found to have a moderate effect on attitude while perceived novelty showed small impact. In terms of consumers’ attitude and loyalty, the two variables were found to have large positive and significant relationship. The moderation analysis shows that consumers’ attitude toward SRT has medium indirect effect on the relationship between perceived enjoyment and loyalty, while there is small indirect influence on the links between perceived value and loyalty, and between perceived novelty and loyalty.

As more and more fast-food establishments are adopting the use of SRT via self-ordering kiosks, the present study is the only study in the Philippine context that explores how perceived value, enjoyment and novelty affect consumers’ attitude and loyalty.

The purpose of this paper is to illustrate how social representation theory (SRT) can be used to understand the concept of resistance to change. SRT is a growing theory in social psychology research. SRT is about how individuals co-construct representations of various objects in different social settings. These social representations govern the attitudes and actions of individuals and groups. In spite of the growing interest in SRT in various fields, no studies have used SRT to understand resistance to organizational change.

This study reviews the relevant literature on resistance to change and SRT to develop a conceptual framework for understanding resistance from the standpoint of SRT.

The authors develop a model that illustrates how three interrelated objects, i.e. the organizational process and the pre-and post-change situation, are co-constructed in social contexts. Also, the authors discuss how representations of these objects can co-exist (cognitive polyphasia). Our study illustrates the complexity of resistance to change by deconstructing the concept.

Application of SRT to analyze resistance to organizational change is a novel approach that provides several new insights. For example, where most publications regard advocates of change as sense-givers in the change recipient’s sense-making process, the authors argue for a more constructionist approach. Thus, all actors involved in the change process will affect each other and together co-construct the social representations. These social representations govern attitudes to change.

In this digitalization age, smart technologies are on the cusp of changing all business sector including retailing. Today’s consumers desire to shop in a smart store where the physical products on display are connected to the internet world. This study aims to propose a model for investigating Generation Z (Gen-Z) consumers’ expectations towards the smart retail technology (SRT) in the Malaysian context through the application of the stimulus-organism-response framework.

By using a purposive sampling technique, a self-administered questionnaire was conducted. A total of 220 usable responses were collected from Gen-Z consumers who had experience in using SRT. The data were analysed using partial least square structural equation modelling (PLS-SEM).

This study underscores the role of perceived usefulness, perceived enjoyment and perceived value on Gen-Z consumers’ attitude and word-of-mouth (WOM). Expectations on usefulness, enjoyment and value provide some ideas on Gen-Z consumers’ value who put a high emphasis on functional value, fun value and value for money when adopting the SRT. On the other hand, the result also demonstrates the mediating role of consumers’ attitude in connecting perceived value and perceived enjoyment on WOM towards SRT.

The findings of this study provide beneficial insights for a retailer who desire to pursue a smart-related acquisition strategy. Retailers are recommended to embrace on the following three key features: innovative solution (high usefulness), reliable benefits (high perceived value) and fun experience (high enjoyment) to provide Gen-Z consumers with compelling experiences. Additionally, retailers are suggested to acknowledge the importance of managing consumers’ attitude in driving positive WOM evaluations.

This paper responds to Ting et al.’s (2018) call in uncovering values and lifestyles of generation in details. In Malaysia, retailers ought to incorporate of the high level of usefulness, value and enjoyment when designing their SRT to constitute the Gen-Z consumers’ expectations. Moreover, similar to Ting’s conclusion, this cohort members are very much into technologies and they tend to embrace SRT in their lifestyles.

Previous research has highlighted the importance of system response time (SRT) for Web usability. In the present study, this parameter was studied using a choice reaction task to assess the effect on both performance and subjective measures. Results showed that SRT variability had no effect on usability when using text displays and, although Web experience increased speed of task performance, this did not affect perceptions of SRT. Presents implications for Web server design and future research into SRT.

Cognitive dysfunctions are a common clinical feature of schizophrenia and represent important indicators of outcome among patients who are affected. Therefore, a randomized, controlled, monocentric, single-blind trial was carried out to compare two different rehabilitation strategies adopted for the restoration and recovery of cognitive functioning of residential patients with schizophrenia. A sample of 110 residential patients were selected and, during the experimental period, a group of 55 patients was treated with sets of domain-specific exercises (SRT+CRT), whereas an equal control group was treated with sets of non-domain-specific exercises (SRT+PBO) belonging to the Cogpack® software. The effects on the scores (between T0 and T1) of the variables treatment and time and of the interaction time X treatment were analyzed: for the total BACS, the main effect of the between-factors variable treatment is statistically significant (F=201.562 P=0.000), as well as the effect of the within-factors variable “time” (F=496.68 P=0.000).The interaction of these two factors is also statistically significant (F=299.594 P=0.000). The addition of cognitive remediation therapy (CRT) to a standard treatment of metacognitive training (MCT) resulted in a significant improvement in global neurocognitive functioning and has reported positive effects with regard to the strengthening of verbal and working memory, selective and sustained attention at T1. A relevant result is the statistically significance of “time X treatment” for all the tests administered: we can assume that the domain-specific cognitive training amplifies the effects of SRT, as the primary and secondary goals of the present study were achieved.

The main purpose of this study resides essentially in the development of a new tool to quantify the biomass in the bioreactor operating under steady state conditions.

Modeling is the most relevant tool for understanding the functioning of some complex processes such as biological wastewater treatment. A steady state model equation of activated sludge model 1 (ASM1) was developed, especially for autotrophic biomass (XBA) and for oxygen uptake rate (OUR). Furthermore, a respirometric measurement, under steady state and endogenous conditions, was used as a new tool for quantifying the viable biomass concentration in the bioreactor.

The developed steady state equations simplified the sensitivity analysis and allowed the autotrophic biomass (XBA) quantification. Indeed, the XBA concentration was approximately 212 mg COD/L and 454 mgCOD/L for SRT, equal to 20 and 40 d, respectively. Under the steady state condition, monitoring of endogenous OUR permitted biomass quantification in the bioreactor. Comparing XBA obtained by the steady state equation and respirometric tool indicated a percentage deviation of about 3 to 13%. Modeling bioreactor using GPS-X showed an excellent agreement between simulation and experimental measurements concerning the XBA evolution.

These results confirmed the importance of respirometric measurements as a simple and available tool for quantifying biomass.

Motivated by the need for research on the relationship between health app usage and health-related outcomes in the form of health status and life satisfaction, this study builds on self-regulation theory to construct a research model for elucidating how health app quality affects health information literacy, health app usage and physical activity.

To empirically validate the proposed research model, a large-scale questionnaire survey on health app usage was administered on a sample of 6,948 respondents recruited from a university in China. Structural equation modeling was employed for data analysis.

Empirical findings demonstrate that health app quality positively affects self-regulation with respect to health app usage, health information literacy and physical activity. Taken together, these self-regulated behaviors drive health-related outcomes for health status and life satisfaction.

This study advances extant literature on health app usage through the application of self-regulation theory to investigate the effects of technological interventions in healthcare. Findings offer practical implications for how health apps can be leveraged to realize positive health-related outcomes.

The purpose of this paper is to report on the point of view of architecture of an interdisciplinary research on housing and social integration of people with severe mental disorder (SMD) in Brazil after deinstitutionalization. It first aims to present the need for a qualitative evaluation of the way people with SMD deal with their living spaces (house and city); then to describe the method adopted to approach people living under control – in therapeutic residential services (SRTs) proposed by the State as the only alternative model for those leaving psychiatric institutions – and people living alone – with little psychiatric assistance and no dwelling support provided by the State. It aims to conclude with a discussion of the observed dwellings pointing towards the need to accommodate differences in any housing model adopted by the State.

The qualitative evaluation enabled the focus of participant observation on the way people interact with each other and with their living space. The authors followed the routines of chosen people with SMD in three different cities in Brazil and provided reports for the whole group to analyze them.

It was found that those living in SRTs are much more obstructed by institutional control than those living alone. Despite the difficulties and fragilities of those living alone because of the lack of support, they end with more possibilities for autonomy and social integration.

Most research on the subject approaches objective housing issues focusing on statistical results. This research evaluates qualitative dwelling issues, summarizing little pointers for future health policy on housing for people with SMD.