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Companies in diverse branches offer a variety of service alternatives that typically differ in terms of the degree to which customers are actively involved in service delivery processes. The purpose of this paper is to explore potential differences in consumers’ reactions to service failures across services provided by a service employee (i.e. full-services) and services that require customers’ active involvement (i.e. self-services).

Two 2 (full-service vs self-service) × 2 (no service failure vs service failure) scenario-based experiments in technological and non-technological contexts (i.e. ticket purchase and furniture assembly) were conducted.

Study results reveal that although service failures have a similar negative impact on satisfaction across both full-services and self-services, in the self-service context, the negative effect on the willingness to use the same service delivery mode again is attenuated.

By emphasizing the role of customers’ active involvement in the service delivery process, the study extends previous knowledge regarding customer response to service failures in different service settings.

By highlighting that self-service customers’ future behavioral intentions are less severely affected by service failures, the authors present an additional feature of customer involvement in service delivery processes that goes beyond the previously recognized advantages.

Despite the abundance of research on the effects of failure attributions, previous studies have predominantly examined main effects of attributions on customer responses, such that insights into potential moderating effects of failure attributions on established relationships – as investigated in this study – are still scarce.

This study seeks to examine the effects of three communication avenues, namely controlled communication (e.g. advertising/promotions), uncontrolled communications (word‐of‐mouth (WOM)/publicity), and brand name, on consumer service brand evaluation.

This study employed a quantitative methodology and data were gathered from consumers intercepted in a shopping mall via a self‐completed survey.

The results show that controlled communications and brand name have a significant effect on customer satisfaction, brand attitudes and brand reuse intentions. WOM was shown to have a significant influence only on brand reuse intentions. In addition, comparisons made across different retail service types (e.g. stores and banks) showed differences in relationships between the examined variables.

The brand stimuli used in the survey instrument limit the findings to retail stores and banks and, thus, may not be applicable in all service situations. On this basis, it is recommended that future research should further explore the key constructs of this study in other service settings.

The findings suggest that controlled communications and brand name are pivotal in establishing consumer expectations, thus influencing satisfaction and brand attitudes. Therefore, these types of advertising should be utilised to communicate realistic service experiences, while brand names should reinforce consumer confidence, trust and safety in usage. Positive WOM advocating proven reliability and consistency of the brand should be encouraged and rewarded to encourage new usage and reusage behaviour.

The value of this paper lies in the comparison of different brand communications with different consumer responses to the brand not previously examined. The results therefore suggest ways in which marketers can maximise the benefits of their communications.

This study aims to draw upon boundary the crossing theory to examine the transition of casino hotel guests’ revisit intentions from casino social media sites to casino properties, with the influence of the motivation–opportunity–ability model.

Under a quantitative approach, 20 casinos that operated official social media sites were selected, with a quota sampling method designed to assign 20 respondents for each casino. A structural model was used to explore the hypothesized relationships.

The results illustrate that ability and opportunity are crucial in enhancing social media revisit intention. They also reveal that casino and destination revisit intention can be boosted with increased social media revisit intention.

This study provides a fresh look into the relation across the boundary between the virtual and physical environment and illustrates a means by which casinos can be camouflaged as leisure and entertainment venues to strengthen their competitiveness in attracting tourists through social media.

This study offers new evidence for the linkage between online and offline behaviors with respect to how social media could transit into tangible travel propensity.

本研究利用跨界理论来检验赌场酒店客人的重游意图从赌场社交媒体网站到赌场属性的转变, 并受到动机-机会-能力模型的影响。

在定量方法下, 选择了 20 家运营官方社交媒体网站的赌场, 采用配额抽样方法, 为每个赌场分配 20 名受访者。使用结构模型来探索假设的关系。

结果表明, 能力和机会对于增强社交媒体重访意图至关重要。他们还揭示了赌场和目的地的重访意图可以随着社交媒体重访意图的增加而提高。

这项研究对虚拟和物理环境之间的边界关系提供了全新的视角, 并说明了一种可以将赌场伪装成休闲和娱乐场所的方法, 以增强其通过社交媒体吸引游客的竞争力。

这项研究为在线和离线行为之间的联系提供了新的证据, 即社交媒体如何转变为有形的旅行倾向。

The coronavirus disease (COVID-19) has increased food delivery service demand, which generates massive amounts of solid waste, specifically plastic material. Therefore, this study aims to examine the determinants of consumers' intention to reuse food delivery containers (ITR) using the extended theory of planned behavior (TPB). Moral obligation was included as an antecedent, while behavioral expectation (BE) ahead of behavioral intention was an immediate predictor of consumers' pro-environmental behaviors.

The hypotheses were tested on 348 food delivery service users in Malaysia and analyzed using the partial least squares structural equation modeling (PLS-SEM).

The findings indicated that consumers' ITR is directly influenced by perceived behavioral control and attitude. Perceived behavioral control and attitude had a positive partial indirect effect on ITR through BE. Meanwhile, subjective norms and moral obligation had a positive full indirect effect on ITR through BE.

The findings can be directly applied to practical situations of food delivery companies and environmental protection organizations managing solid waste among food delivery services.

Understanding consumers' ITR could promote practical environmental sustainability. Practically, the study provides insights to the food delivery service industry, policymakers and relevant stakeholders to encourage consumer behavior change by reusing food delivery containers in line with Sustainable Development Goal 12.

The study enhances the existing literature by extending TPB with two psychological variables: moral obligation (independent variable) and BE (mediating variable). To the best of the authors' knowledge, this study is the first attempt to empirically investigate BE in consumers' pro-environmental behavioral intention in a high-context culture and developing economy. This study could benefit food and beverage merchants, food delivery companies, governments, non-governmental organizations and pro-environmental behavior researchers in this industry.

Food delivery apps (FDA) have been widely adopted by customers in online-to-offline (O2O) catering businesses. This study aims to explore the mechanism regarding the stickiness of FDA and indicates why customers have the intention to reuse them.

A research model was developed based on the e-commerce system successful model (ECSS model) and social influence theory. Using the data collected from 312 customers who have FDA usage experience via an online survey, the established model was empirically assessed by partial least squares based structural equation model.

The results show that factors including information quality, ease of use, convenience and various choices perceived by FDA users are significant antecedents of customer satisfaction and perceived value, which in turn positively influence customers' intention to reuse. Besides, informational social influence and normative social influence play important roles in directly or indirectly affecting customers' intention to reuse.

This study extends the e-commerce system success model and enriches the literature regarding stickiness of FDA. Besides, the understanding of social influence in FDA usage has been deepened by addressing its role in the ECSS model based on the features and contexts of such apps.

The purpose of the study is to identify the key antecedents relating to the interaction design of the e-groceryretail mobile applications and offer innovative marketing interventions to facilitate consumer–brand interaction and generate continuous usage intention.

Data were collected from the subjects using a personally administered questionnaire by adopting a non-probability method. The target respondents of this study were individuals who are users of smartphone and have purchased groceries through mobile applications at least once in two months. On the basis of responses received, a sequential predictive analytic method that includes structural equation modelling (SEM) and artificial neural network (ANN) techniques were employed.

The findings of the study highlighted the critical role of collaboration design in harbouring satisfaction and maintaining a regular clientele for e-grocery applications by confirming the presence of complementary mediation. Such validated proposition and tested research model backed by significant methodological rigour advances the research based on post-acceptance behavioural affordances in interactive marketing literature.

The study endeavours to understand users' post-acceptance behaviour by analysing the contemporary factors relating to the interaction design of the platform in terms of mobile application attributes that would drive user patronage intentions. Further, the study highlights the pioneering role of collaboration design for e-grocery retailers, as the recent alliances among strategic players to achieve synergistic business leadership have proven to be a game-changing evolution in the industry.

Based on stimulus-organism-response theory, this study aims to explore how digital service communication strategies affected customers’ e-service agent use intentions through perceived warmth and competence.

A 2 × 2 scenario-based experiment was conducted to test the proposed relationships.

Findings indicated when a high-authority conversation party was engaged in digital service communications, customers showed higher e-service agent use intentions through perceived warmth and competence in an emoji-presence conversation style.

To the best of the authors’ knowledge, this study is the first to explore the effects of digital service communication strategies on customers’ internal and behavioral responses.

基于刺激-有机体-反应理论, 本研究探讨了数字服务沟通策略如何通过感知亲切和感知能力的方式影响了顾客对电子服务代理的使用意愿。

本研究进行了一项基于2x2情境的实验, 以测试所提出的关系。

研究结果表明, 当高权威的对话方参与数字服务沟通时, 顾客在表情存在的对话风格中通过亲切和能力的认知表现出更高的电子服务代理使用意愿。

本研究调查了对话方和对话方式作为数字服务沟通策略在顾客-数字服务互动中的影响。

本研究是第一个探讨数字服务沟通策略对顾客内部和行为反应影响的研究。

This study focuses on establishing relations with some important but underestimated elements of knowledge dynamics and firm orientations to characterize organizational circular economy activities through eco-innovation (EIN). The advent of the circular economy (CE) in this post-pandemic era has brought unpredictable sustainable challenges for the manufacturing industries. This research paper aims to bring more clarity to the extant literature on the relationship between environmental innovation (EI) and CE.

In this study, a systematic literature review methodology was used to research the determinants of EI in the knowledge environment that drives the implementation of a CE.

This paper proposes a framework that articulates organizational learning and orientation dynamics and offers a new set of internal knowledge resources for a corporate CE. It is found that change toward CE requires connection with EI. However, successful CE growth largely depends on leveraging knowledge resources and orientation dynamics (stakeholder orientation, sustainability orientation, organization learning orientation and entrepreneurial orientation). CE techniques are still in their early phases of adoption and their implementation is still in its development. Circular knowledge economy (CKE) has the potential to be a useful alternative to achieving thriving CE to achieve sustainability in local and global businesses operations.

This study helps companies to understand the organizational learning and different orientation dynamics for achieving CE principles. The research findings imply that EI is critical in establishing a sustainable transition toward CE through organizational learning and orientation dynamics and has garnered significant attention from academics, public policymakers and practitioners. The proposed framework can guide managers to develop sustainable policies related to the CE. This research recognizes that firm-level CKE is important in shaping how knowledge resources relate to CE within transition management literature.

This paper abridges the knowledge gap in identifying key drivers and presents the current eminence, challenges and prognostications of sustainable EI parameters in the changing climate of CE. This study builds a framework that combines insights from different viewpoints and disciplines and extends one’s understanding of the relationship between EI and CE. From a theoretical perspective, this study explains the knowledge management complexity links between EI and CE. It builds a theoretical bridge between EI and CE to illustrate how firms transition toward CE following the recommendations. Thus, researchers should continue to support their research with appropriate theories that have the potential to explain EI and CE relationship phenomena, with a particular emphasis on some promising but underutilized theories such as organizational learning, dynamic capabilities and stakeholder theories.

Over the last 15 years, all the legislation on waste management in the Republic of Macedonia has been brought in compliance with the European legislation. The major challenge in the economy, however, still happens to be the (non) implementation of the enforced laws on green economy. Major constrains in waste management practices remain to be organization of institutions and human resources; financing of services and investments; stakeholder (non) awareness; and lack of technical management in all phases from collection to final disposal of waste. It is not only that the present situation has negative impact on the public health and the environment, but it also has serious negative economic effects which consequently affects issues related to the total economic growth of the country.

The paper has a special focus on managing packaging and packaging waste and analyzes the results of the implementation of the Law of Management of Packaging and Packaging Waste which was enforced in 2009. Positive initiatives in waste management practices were undertaken by PAKOMAK, the first Macedonian company that has been holding the license for selecting and processing of packaging waste since January 2011. The company has a proactive role in promoting the importance of packaging waste and its management, with a special emphasis on projects that increase the awareness of the whole society, especially that of the young population. Some of the projects that increase the eco-awareness of young population will be presented in the paper.