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The present study unveils the service encounter barriers – interactional and instructional – faced by foreign consumers at food and beverage restaurants in China. It builds a conceptual framework and examines (1) how service encounter barriers create situational abnormality, (2) how situational abnormality engenders foreign consumers' felt discomfort that influences their revisit intentions and (3) how expectations disconfirmation moderates situational abnormality.

Convenience sampling using the survey method was employed to collect data from 517 foreign consumers – who stay in Beijing (China) – at food and beverage restaurants. The study used IBM SPSS 25.0 and Amos Graphics 24.0 to analyze the data and interpret results.

Findings reveal that interactional and instructional barriers positively create situational abnormality, which ultimately leads to foreign consumers' felt discomfort and their negative revisit intentions. Expectations disconfirmation significantly aggravates situational abnormality as a moderator.

This study investigates foreign consumers' behavior at food and beverage restaurants in China and cautions its generalizability. It suggests corroborating the foreign consumers' behavioral intentions in the context of other countries to generalize the findings and unleash other factors additive to comprehend their behavior in the wake of restaurant industry.

The extant literature has not examined the service encounter barriers faced by foreign consumers at food and beverage restaurants in China. The present study, responding to the previous calls, incorporated the service encounter barriers and their downstream effects on foreign consumers' behavioral responses. By doing so, it adds value to the domestic food and beverage restaurants and service firms in China, in particular, and paves the way to understand the interactional and instructional barriers in the global context, in general, by engaging the foreign consumers.

This article aims to explore the factors influencing patients' distrust toward doctors in online health community.

This study leveraged the distrust construct model and socio-technical systems theory to establish a research model. The authors used the survey method to validate the research model by developing and distributing questionnaires to online health community users. 518 valid responses were collected.

The data analysis results showed that patients' distrusting beliefs were significantly related to their distrust toward doctors in online health communities. Meanwhile, social factors included perceived egoism and lack of expertise; whereas technical factors included no structural assurance, and lack of third-party recognition.

This study not only provides a solid and comprehensive theoretical understanding of patient distrust toward doctors in online health communities but also could serve as the basis to relieve the distrust between patients and doctors in online health communities, or even in the offline environment.

Consumer animosity in the wake of Russia–Ukraine war has gained significance in consumer behavior research. In this line, this study aims to examine the critical influence of consumer animosity in developing brand attitude and its ensuing outcomes – brand boycott behavior and brand-country image – the moderating role of perceived intrusiveness on the relationship between consumer animosity and brand attitude and the moderating role of altruism between brand attitude and behavioral outcomes.

Using the data obtained from 411 European consumers, data analysis was performed using structural equation modeling to examine the proposed relationships.

The findings revealed a strong negative influence of consumer animosity on brand attitude, which eventually leads to brand boycott behavior and a negative brand-country image. This work also confirmed the boundary condition of perceived intrusiveness on the effect of consumers’ animosity on brand attitude. Furthermore, the authors validated the moderating effects of altruistic behavior on the relationships between brand attitude and boycott behavior and brand-country image.

This study offers theoretical, practical and policy implications in international marketing domain. The authors acknowledged a few shortcomings and made some recommendations for future research.

In the context of the Russian–Ukraine war, this study creates a novel conceptual framework based on consumer animosity. In the current scenario, provide critical perspective on how European customers’ animosity to Russian brands develops their adverse attitudes. This study also highlighted the alternatives to Russian brands when they were boycotted during the Russia–Ukraine war.

Despite the important role of distrust in predicting the intention to use, existing literature has not studied the impact of distrust on the buyer’s integration with suppliers and their e-procurement usage in the B2B context, creating major gaps in the e-procurement theory. The purpose of this paper is to fill the gaps in the literature by examining the role and impact of distrust in the e-procurement context.

Data were collected through a web-based survey of purchasing professionals in the USA. ANOVA was used to compare the level of distrust among companies. In addition, the measurement model and hypotheses were tested using the structural equation modeling method.

Empirical findings indicate if buyers have uncertainty or negative expectation on the reliability and capability of the supplier in e-procurement systems, they would tend to hesitate to use e-procurement for purchasing. Furthermore, distrust also inhibits buyers from strengthening the supplier integration through sharing operational and logistics information and collaborating in new product development and purchasing process.

This paper discovers the vital role of distrust in the e-procurement context. Distrust has a significant impact on a company’s cooperation and commitment with business partners. Additionally, to improve the supplier integration, it is important not only to use e-procurement applications but also to have a mechanism to lower the buyers’ distrust level in e-procurement systems.

Realizing the important role of distrust, e-procurement vendors could improve the supplier selection process by allowing buyers to review the supplier’s reliability and capability, and to interact with the supplier before making any online purchase. Vendors could also build a better supplier verification system and collaborative mechanism to reduce buyers’ distrust issues.

Despite the important role of distrust in predicting the intention to use, existing literature has not studied the impact of distrust on the buyer’s integration with suppliers and their e-procurement usage in the B2B context, creating major gaps in the e-procurement theory. This paper fills the gaps in the literature by examining the role and impact of distrust in the e-procurement context.

The purpose of this study is to examine how robotic anthropomorphism and personalized design may affect consumers' reactions to brands after service failure.

This study conducted two studies based on cognitive appraisal theory and artificial intelligence device acceptance theory. Study 1 explored the mechanisms by which the type of anthropomorphic design of the service robot (humanoid robot/nonhumanoid robot) influenced revisit intention after service failure through a one-factor between-subjects design based on a restaurant dining scenario. Study 2 was based on a hotel check-in scenario and explored the moderating effect of robot personalization design on the above mechanisms through a 2 (anthropomorphic design: humanoid robot/nonhumanoid robot) × 2 (personalized design: self-name/no name) between-subjects design.

Study 1 shows that consumers have higher performance expectations for nonhumanoid robots, leading to a higher tolerance for service failure, which in turn generates higher revisit intentions. Study 2 shows that consumers' performance expectations are significantly enhanced after custom naming of humanoid robots, so the serial mediation mechanism for the effect of robot anthropomorphic design on revisit intention does not hold.

This study extends the research of artificial intelligence device acceptance theory in the field of service failure and exploratively proposes an intervention mechanism for the negative effects of the anthropomorphic design of service robots.

This study examined the relationships between service encounter, perceived value, and repurchase intention in the fitness service sector through the theoretical lens of service-dominant logic. In addition, the mediating role of perceived value and the moderating role of service innovativeness were examined.

Participants (n = 806) were drawn from fitness center customers in Taiwan using a convenience sampling technique. Partial least square structural equation modeling was used to test the hypotheses in the research model.

The results showed that service encounter had a positive impact on perceived value, which in turn affected repurchase intention. Moreover, the full mediating effect of perceived value was identified in the relationship between service encounter and repurchase intention. In addition, service innovativeness positively moderated the effect of service encounter on repurchase intention.

This study provides empirical evidence on the impact of staff-customer interactions (i.e. service encounter) on customers' perceptions and behaviors and identifies the critical role of perceived value as a mediating mechanism as well as a facilitating role of service innovativeness in enhancing repurchase intention.

To address critical research gaps in the extant literature, the present study develops a model that links language constraints in hotel attributes—core and facilitating––with consumers' offendedness (CO) and examines the consequent behavioral intentions of an offended consumer. For this purpose, it investigates (1) the role of language constraints in core and facilitating attributes in shaping CO, (2) how CO relates to adverse behavioral outcomes and (3) the moderating role of attribution of service failure (ASF) between language constraints and CO.

The present research used convenience sampling and collected data from 398 inbound tourists in Beijing through a survey questionnaire. The study performs measurement and structural evaluation by employing Amos Graphics 24.0 and moderation analysis through IBM SPSS 25.0.

The study examines language constraints in China's hospitality context, which restricts its generalizability. However, it serves as a better approach to examine the tourists who visit other Western hotels in China and unveils the factors contributing to CO.

The study examines language constraints in Chinese hotels, which restrict its generalizability. It serves as a better approach to examine the tourists who visit other Western hotels in China and unveils the factors contributing to CO.

Few studies validate communication barriers in service encounters in hotel services and apprehend related outcomes. The present study takes a unique initiative in the context of China and examines the role of language constraints in core and facilitating hotel attributes in service encounters at Chinese hotels. This study informs the Chinese hotel industry and international destination firms to understand the language constraints in service encounters to further their strategies to overcome threats and tap potential opportunities.

Given the increasing intensity of highly competitive markets, this study aims to evaluate the effect of salespeople's emotional regulation, adaptive selling and customer-oriented behavior on sales performance.

A research model was tested by using a sample of 288 respondents from the logistics industry in Taiwan. Structural equation modeling was used to examine the relationships between emotional regulation, adaptive selling, job resourcefulness, customer-oriented behavior and sales performance.

The results indicate that emotional regulation, adaptive selling and job resourcefulness can improve customer-oriented behavior, and that customer-oriented behavior and job resourcefulness can enhance sales performance. By highlighting the role of job resourcefulness, the authors find a positive moderating effect among these four dimensions.

The findings can help salespeople integrate customer-oriented behaviors into strategic changes to regulate their own emotions and those of others to productively address and resolve difficult business conditions. The theoretical and managerial implications of this work's contributions to international logistics are also discussed.

Mild traumatic brain injury (mTBI) is a common occurrence. For most people recovery is quick and complete. For a minority disability persists. This paper aims to discuss the factors that likely give rise to this on‐going disability and discuss the current evidence‐based approaches to treatment.

A selective review of the contemporaneous research literature was undertaken.

On‐going disability following mTBI is likely to be secondary to a combination of factors, namely subtle organic damage, psychological factors and situational/motivational factors. These factors likely operate to different degrees in different individuals and may vary over time in individual cases. Treatment in the form of a multi‐disciplinary assessment, accurate sign‐posting to appropriate services and cognitive‐behavioural psychotherapy is likely to improve outcomes for some with on‐going disability following mTBI.

Future research should aim to identify at an early stage post‐injury those individuals at risk of developing on‐going disability following mTBI and the efficacy of different treatment approaches.

Earlier identification of individuals not making the expected rapid recovery from mTBI, followed by appropriate multi‐disciplinary assessment and intervention would likely improve outcomes for patients at risk of developing on‐going disability following mTBI.

This paper is of value to healthcare professionals who encounter individuals reporting on‐going symptoms and problems following an apparently mild traumatic brain injury.

The purpose of this paper is to investigate peer perceptions and stereotypes towards adolescents with clinical anxiety disorders.

The study utilised an exploratory qualitative design, using short vignettes to investigate perceptions of three clinical anxiety disorders (panic disorder, generalised anxiety disorder and social anxiety disorder) and a control scenario, situational stress. Responses were analysed using thematic analysis.

The results of the study suggest that previously established mental illness stereotypes (e.g. fear and dangerousness) may not be relevant to those with anxiety disorders, with perceptions of personal responsibility, weakness and social abnormality salient instead. These results suggest that stigma interventions should be tailored to disorder and age group.

Perceptions of weakness and blame have been associated with higher levels of discrimination, meaning people with anxiety disorders may be particularly vulnerable. Similarly, the negative social perceptions may be particularly damaging in adolescence, when successful peer relationships are vitally important. The results suggest specific stereotypes to target in stigma reduction campaigns for anxiety disorders, which may not being addressed by existing interventions.

There is a significant lack of research on both adolescent mental illness stigma in general, and anxiety stigma specifically. This study aimed to begin to address that gap, and found results that suggest, in line with previous work, that perceptions of blame may be more common for anxiety disorders, with negative social perceptions also reflecting the unique importance of peer relationships for adolescents. Further research should explore these stereotypes in more detail.