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Although word of mouth (WOM) affects customers’ purchasing intentions to a large extent, prior research has neglected the role of WOM as a driver of customer satisfaction.

Several scholars have suggested that WOM can not only affect customer expectation but also can influence perceived quality. Consistent with existing research results and the expectancy disparity model, this paper established a causal relation between WOM and customer satisfaction and confirmed it was drawing on an experimental study.

This paper indicates that positive or negative WOM affects customer satisfaction by promoting or lowering customers’ expectations. This relation is moderated by product type, rather than the source of the WOM. With experience goods, positive (negative) WOM will decrease (increase) customer satisfaction. However, with search goods, positive (negative) WOM will increase (decrease) customer satisfaction.

The results of this study have implications for academia and management. Academically, this study establishes the causal relation between WOM and customer satisfaction, expanding the research on the relation between WOM and satisfaction. From a managerial perspective, the promotion of WOM also can create certain service risks.

The purpose of this paper is to propose a method of qualitative ferrographic analysis by quantitative parameters of wear debris characteristics.

The amount of the wear debris needed for analysis on the ferrogram made by rotary ferrograph is discussed based on the theory of debris group. Quantitative parameters are constituted to express the characteristics of wear debris group, and correlation coefficients are employed to establish the relationship between wear debris and wear condition. The reliability of the method was verified by wear test experiments and ferrographic analysis.

The wear condition of machines should be determined by studying all the debris together as a group rather than by focusing on individual debris. In the proposed method, the qualitative analysis result is obtained by synthetic analysis of quantitative parameters of wear debris characteristics using a computer program, which makes the judgment of the wear system condition more objective and precise.

In the procedure of wear condition monitoring by the proposed method, because the weight factors and correlation coefficients introduced in this paper are determined according to the experiences deriving from practice among mining machinery, further rectifications may be needed if they are applied to other industrial field.

The paper illustrates a more objective and precise ferrographic analysis method for wear condition monitoring.

This special issue of the Journal of Business & Industrial Marketing, entitled “Business, Industrial Marketing and Uncertainty”, presents selected extended studies that were presented at the European Academy of Management and Business Economics Conference (AEDEM 2012).

The main focus of this year was reflected in the slogan: “Creating new opportunities in an uncertain environment”. The objective was to show the importance that uncertainty has in our current world, strongly affected by many complexities and modern developments, especially through the new technological advances.

One fundamental reason that explains the economic crisis is that the government and companies were not well prepared for these critical situations. And the main justification for this is that they did not have enough information. Otherwise, they would have tried any possible strategy to avoid the crisis. Usually, uncertainty is defined as the situation with unknown information in the environment.

From a theoretical perspective, the problem here is that enterprises and governments should assess the information and the uncertainty in a more appropriate way. Usually, they have some studies in this direction, but many times, it is not enough, as it was proved in the last economic crisis.

The purpose of this study is to examine the spatial fluctuation spillover effect of green total factor productivity (GTFP) under the influence of Internet development.

Using panel data from 283 cities in China for the period 2003–2016, this paper explores the spatial fluctuation spillover effect of internet development on GTFP by applying the spatial autoregressive with autoregressive conditional heteroscedasticity model (SARspARCH).

The results of Moran's I test of the residual term and the Bayesian information criterion (BIC) value indicate that the GTFP has a spatial fluctuation spillover effect, and the estimated results of the SARspARCH model are more accurate than the spatial autoregressive (SAR) model and the spatial autoregressive conditional heteroscedasticity (spARCH) model. Specifically, the internet development had a positive spatial fluctuation spillover effect on GTFP in 2003, 2011, 2012 and 2014, and the volatility spillover effect weakens the positive spillover effect of internet development on GTFP. Moreover, Internet development has a significant positive spatial fluctuation spillover effect on GTFP averagely in eastern China and internet-based cities.

The results of this study provide digital solutions for policymakers in improving the level of GTFP in China, with more emphasis on regional synergistic governance to ensure growth.

This paper expands the research ideas for spatial econometric models and provides a more valuable reference for China to achieve green development.

The purpose of this paper is to test and analyze the friction torque of double-row angular contact ball bearings under vacuum or ordinary pressure environment, horizontal or upright installation mode, and different rotational speeds, and to provide theoretical bases for the development of aerospace equipment.

The experiments were carried out to investigate the effects of vacuum or ordinary pressure environment, horizontal or upright installation mode and different rotational speeds on bearing friction torque. To explore the relationship between working conditions and bearing friction torque, firstly, based on the generation source of friction torque, the test principle was determined, a test system was developed and the reliability of data was verified. Secondly, the friction torque of bearing was tested, and the values under various working conditions were obtained. Finally, this paper compared and discussed the test results.

The test results show that the friction torque value of vacuum environment horizontal installation condition is the largest at different rotational speeds, and the rotational speed has the most significant influence on the friction torque.

The friction torque test system of double-row angular contact ball bearing under vacuum environment was designed and built. The influence rules of vacuum or ordinary pressure environment, horizontal or upright installation mode and different rotational speeds on bearing friction torque were obtained.

The peer review history for this article is available at: http://dx.doi.org/10.1108/ILT-08-2023-0259

This paper aims to examine the non-linear aspects of the relationship between asymmetry and performance in supply chains (SCs), under varying intensities of collaboration and integration.

The paper offers a useful new approach to designing strategic elements of supply chain management (SCM) relationships. Using the partial least squares method, an empirical study of 66 companies in Spain has been conducted to clarify contemporary relationships, suggest new directions and ultimately contribute toward developing SCM theory.

The influences of asymmetry on performance in varying collaboration and integration contexts are shown to be unstable and have non-linear paths. It is inappropriate for all firms to collaborate or integrate continually, even for a prescribed period. Furthermore, due to asymmetry, SCM processes are more complex.

The results’ validity may be limited to contexts specific to Spanish SCs. It would be valuable to investigate the impact of asymmetry on firms’ performance and relationships in other markets.

Collaborations and integration between partners in a SC might change the role of asymmetry from restraining to improving performance. The best way to improve performance in asymmetric relationships is to collaborate. Certain dimensions of integration and full integration are not necessarily required to improve firms’ performance under asymmetry conditions.

The study adds a new viewpoint on SCM by suggesting that not all collaboration and integration developments lead directly to improved performance.

This study highlights the effect of an inductee's altruism on referral reward programs (RRPs) on an online shopping guide platform to determine the optimal RRP and referral reward allocation under a Cashback and Referral RRP.

The authors consider a Stackelberg game with a platform, seller, inductor and inductee, where the inductee's altruism plays a vital role in determining the optimal RRP in equilibrium.

The authors show that the conditions under which it is optimal to reward the inductor only or reward both inductor and inductee are equal or unequal depending on the degree of the inductee's altruism. Suppose the platform is unable to dynamically decide the commission fee. In that case, the platform may not always be involved in RRPs and will gradually reduce the rewards for inductees as the altruism increases.

This study focuses on a free-to-consumers model where sellers pay membership fees. Thus, this study has limitations regarding other pricing schemes such as a model in which consumers pay a fee while sellers do not or a model in which both types of users pay fees.

This analytical work can help platforms optimize referral reward strategies and referral reward allocation considering the influence of an inductee's altruism.

In a Cashback and Referral RRP on a shopping guide platform, the authors provide applicable conditions for the platform to involve in the RRPs when rewarding an equal bonus for the inductor and inductee first. Further, the authors show the optimal referral reward strategy and referral reward allocation when giving the different bonuses to the inductor and inductee.