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The paper investigates firms' optimal pricing policies and green strategies in a dynamic green supply chain with consideration of different retail service strategies. The purpose of the paper is to address the following research questions: (1) What are the optimal pricing policies and green strategies of the dynamic decentralized supply chain with the competitive or supportive retail service? (2) How does the dynamic consumer's perception of green product affect these equilibrium solutions?

The paper establishes the dynamic game models and then derives a firm's instantaneous and steady-state feedback equilibrium solutions in three scenarios as follows: (1) the integrated supply chain; (2) the decentralized supply chain with competitive retail service and (3) the decentralized supply chain with supportive retail service. Finally, we conduct numerical analyses to compare the firm's instantaneous and steady-state equilibrium solutions and profit in the three scenarios.

The theoretical and numerical analysis results suggest that the supportive retail service is less inefficient than the competitive retail service in the decentralized supply chain and that the types of retail service have no influence on the green strategy. Moreover, a firm's myopia leads to lowering the greenness degree, retail service level and severe price competition, resulting in economic losses. Consumers’ initial perception of greenness degree determines whether the retailer should adopt the skimming pricing strategy or penetration pricing strategy. Furthermore, only when consumers’ perception of greenness degree is higher than a threshold, will the manufacturer produce green product with positive greenness degree.

This is one of few studies on the effect of different types of retail service on horizontal competition in green supply chain. The extension of the static study by adopting differential game approaches provides researchers with a deeper understanding of the application of retail service in green supply chain.

The purpose of this paper is to analyze perceptions of service cannibalization from sales agents when faced with increased online sales, and their consequences on the employee. The authors assess the effect of service cannibalization perceptions on insecurity, satisfaction, alienation, sales agents’ effort. The study also examines relationships between effects on sales agents’ service sabotage during service delivery.

Data were collected from 497 travel agency sales agents, and structural equation modeling was used to examine hypothesized relationships.

The results suggest that sales agents’ perceptions of service cannibalization influence employees, and have repercussions regarding service sabotage.

Mediators were not tested, and the model does not capture the phenomenon’s complexity. This study reinforces the importance of capturing sales agents’ perceptions from travel agency managers in reducing negative consequences on employees, which is particularly important given multichannel marketing when online marketing channels coexist with traditional sales forces.

This study offers insights to firms regarding perceived cannibalization and its consequences on sales agents’ motivation. Organizations should find ways to minimize insecurity, dissatisfaction, and alienation.

This study examines psychological influences of the addition of an internet channel on sales agents’ job-related outcomes, and its relationship with sales agents’ service sabotage during service delivery.

The objective of this study is to investigate how country risk, different political actions from the government and bureaucratic behavior influence the activities in industry supply chains (SCs) in emerging markets. The main objective of this study is to investigate the influence of these external stakeholders’ elements to the demand-side and supply-side drivers and barriers for improving competitiveness of Ready-Made Garment (RMG) industry in the way of analyzing supply chain. Considering the phenomenon of recent change in the RMG business environment and the competitiveness issues this study uses the principles of stakeholder and resource dependence theory and aims to find out some factors which influence to make an efficient supply chain for improving competitiveness. The RMG industry of Bangladesh is the case application of this study. Following a positivist paradigm, this study adopts a two phase sequential mixed-method research design consisting of qualitative and quantitative approaches. A tentative research model is developed first based on extensive literature review. Qualitative field study is then carried out to fine tune the initial research model. Findings from the qualitative method are also used to develop measures and instruments for the next phase of quantitative method. A survey is carried out with sample of top and middle level executives of different garment companies of Dhaka city in Bangladesh and the collected quantitative data are analyzed by partial least square-based structural equation modeling. The findings support eight hypotheses. From the analysis the external stakeholders’ elements like bureaucratic behavior and country risk have significant influence to the barriers. From the internal stakeholders’ point of view the manufacturers’ and buyers’ drivers have significant influence on the competitiveness. Therefore, stakeholders need to take proper action to reduce the barriers and increase the drivers, as the drivers have positive influence to improve competitiveness.

This study has both theoretical and practical contributions. This study represents an important contribution to the theory by integrating two theoretical perceptions to identify factors of the RMG industry’s SC that affect the competitiveness of the RMG industry. This research study contributes to the understanding of both external and internal stakeholders of national and international perspectives in the RMG (textile and clothing) business. It combines the insights of stakeholder and resource dependence theories along with the concept of the SC in improving effectiveness. In a practical sense, this study certainly contributes to the Bangladeshi RMG industry. In accordance with the desire of the RMG manufacturers, the research has shown that some influential constructs of the RMG industry’s SC affect the competitiveness of the RMG industry. The outcome of the study is useful for various stakeholders of the Bangladeshi RMG industry sector ranging from the government to various private organizations. The applications of this study are extendable through further adaptation in other industries and various geographic contexts.

The goal of this paper is twofold: (1) to investigate how relatedness-supportive corporate social responsibility (CSR) initiatives influence brand happiness among retail bank customers through a mediating mechanism of customer participation in brand CSR movements; and (2) to analyze how relatedness-supportive CSR initiatives’ effect may be moderated by cause choice and customer-brand goal congruence.

Data were collected from 379 retail bank customers via a paper-and-pencil survey. The hypothesized moderated-mediation effects were tested using Hayes’ (2013) PROCESS (Model 3, Model 4 and Model 7).

Results show that relatedness-supportive CSR initiatives increase brand happiness among retail bank customers through increasing their participation in brand CSR movements. Furthermore, the use of customer determination in the choice of cause enhances the positive effect of relatedness-supportive CSR initiatives on customer participation in brand CSR movements. Similarly, when customers choose the cause and the customer-brand goal is congruent, the effect of relatedness-supportive CSR initiatives on brand happiness is stronger than when the customer-brand goal is incongruent and cause choice is not aligned.

This research is grounded on the relationship motivation theory (RMT), basic psychological needs theory and self-congruity theory to unpack the relationship between relatedness-supportive CSR programs on brand happiness. Integrating three research streams (i.e. CSR, brand management and retail banking), this study proposes customer participation in brand CSR movements as a novel mechanism and sheds light on how relatedness-supportive CSR interplays with cause choice/customer-brand goal congruence to affect brand happiness among retail bank customers in emerging markets.

In the era of technological advancements such as artificial intelligence and robotics, the working environment of service employees is changing, and the need to self-regulate their learning efforts has reached a pinnacle. The purpose of this study is to investigate how supportive resources (organizational investments in social capital, supervisor support and favorable customer feedback) facilitate service employees' self-regulated learning competencies (SRLCs) and how individual factors (self-efficacy and goal orientation) regulate service employee performance outcomes (commitment to service quality and job performance).

Drawing on the social cognitive theory and social capital perspectives, a quantitative survey was implemented with 516 service employees of a corporation operating in Turkey in various service sectors (i.e. retailing, health and technology). The data are analyzed through a covariance-based structural equation model.

Results showed that organizational, supervisory and customer-level supportive resources improved SRLCs and subsequently performance outcomes. Service employees' goal orientation and self-efficacy attenuate the relationship between supportive resources and SRLCs.

This paper enhances the current literature by investigating SRLCs of frontline service employees who need more dynamic and adaptive self-managed self-regulated learning rather than passive training activities. Moreover, the unexpected negative effect of regulatory mechanisms (goal orientation and self-efficacy) on the relationship between supportive resources and SRLCs opens new avenues for managers.

This study aims to empirically test a model of affective and behavioural job outcomes grounded in Bagozzi's reformulation of attitude theory in the novel context of a retail bank in Russia.

Frontline employees (FLEs) completed a self‐administered questionnaire on how factors characterizing high performance work practices (HPWPs) affect their job satisfaction and organizational commitment, and how these job attitudes impact their job performance.

Results suggest there is a significant influence of HPWPs on job attitudes, but only job satisfaction influences job performance.

Job satisfaction is identified as a critical work lever and should receive priority from management relative to actions designed to foster organizational commitment.

Despite the breadth and depth of international research on service quality, to date there has been no study of high performance work practices and their impact on the job performance of service workers in Russia. Retail banks, after operating for years in a highly regulated environment and virtually devoid of competition, now recognize that their very survival depends on the delivery of quality service at the frontline.

The purpose of this paper is to address an important gap in the literature by investigating the relationship between organizational climate and performance in small businesses.

Data were collected from 100 retail pharmacies in Sydney, Australia where a manager and up to three staff members and three buying customers were interviewed in each pharmacy.

Supportive climates tend to be associated with higher organizational performance (i.e. financial performance, staff satisfaction, customer satisfaction) in small retail pharmacies, and may reduce staff turnover.

The results suggest that managers should consider creating warm and supportive organizational climates to enhance business performance, employee job satisfaction and organizational commitment, and increase employee tenure.

This paper is among the first to empirically establish a direct link between organizational climate and the performance of small businesses, in particular in retail pharmacies. Both financial and non‐financial measures of performance confirm reports based on larger firms that performance is enhanced in the presence of more supportive organizational climates. A further benefit of supportive climates, namely lower staff turnover in small businesses, was also evident.

The study aims to identify and analyse complex interrelationships among factors influencing omnichannel retailing adoption in Indian apparel firms.

The study applies an integrated interpretive structural modelling (ISM) and decision-making trial and evaluation laboratory (DEMATEL) approach for understanding the hierarchical and contextual relationship structure among the factors influencing omnichannel retailing adoption.

The integrated ISM–DEMATEL approach identifies that financial commitment is the most crucial factors followed by technological capability, training and development, performance metrics, supportive organisational structure, collaboration and knowledge sharing, offline–online information aggregation and integrated technological platform. Also, the study reveals that financial commitment and supportive organisational structure impact the majority of factors but are affected by only a few factors.

Unlike previous studies, this study suggests an alternate approach to theory building emerging from the various factors that could be considered while developing omnichannel retailing.

Practitioners should pay close attention to leading factors that influence the adoption of omnichannel retailing, namely, financial commitments, supportive organisational structure, technological capability, integrated technological platform and training and development rather than focusing on significant receivers, such as warehouse management and assortment management.

The integrated approach of ISM-DEMATEL offers a hierarchical model and cause–effect relationship among factors influencing omnichannel retailing adoption.

Consumers’ corporate social responsibility (CSR) expectations have increased in the new coronavirus (COVID-19) pandemic, while many financial institutions have supported society with their health-related CSR actions. This study examines the impact of CSR actions and brand origin on consumer attitudes, CSR perceptions, customer-based brand equity (CBBE) and supportive communication intent in retail banking during the crisis from signaling and stakeholder theory perspectives.

A 2 (foreign vs. local brand) x 2 (COVID-19-related vs. another CSR action) between-subjects factorial design was used to analyze consumer data.

CSR actions of local brands created more positive attitudes, CSR perceptions and greater CBBE and supportive communication intent than foreign banks. However, CSR action (COVID-19-related vs. another) did not significantly influence consumer attitudes, CSR perceptions, CBBE and supportive communication intent.

This research has shown the significant impact of brand origin on consumer perceptions in response to CSR actions during the pandemic. It has suggested an original conceptual framework and presented timely empirical findings for retail banking in the pandemic period, which can exemplify a crisis period shaped by uncertainty. Besides, it extended the previous literature by focusing on the interaction between brand origin and CSR actions in shaping consumers’ CSR and brand perceptions. It is among the first studies examining brand origin’s impact on supportive communication intent.

This paper examines several work climate variables and their impact on service quality. While there exists a variety of work climates relevant to contact employees during service encounters, this study investigates two components for successful implementation of internal marketing, service climate and supportive management. Both climate variables are proposed to affect the attitudes and behaviors of employees, and consequently affect customers’ perceptions of employees’ service performance. This study, which combines perceptions from customers and their contact employees, shows that both climate variables contribute directly to job satisfaction and work effort, and indirectly impact on customers’ perceptions of employee service quality. Also, the empirical results indicate that in addition to job satisfaction, employees’ work effort also plays a strong, central role in determining customers’ perceptions of employee service quality.