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The purpose of this paper is to close the gap between the theoretical nature of existing contributions in customer engagement value (CEV) and its need to practically empower business decisions. This is done by proposing a framework that consists of three techniques, each of which combines the components of CEV to make it more comprehensive and applicable. The paper also reviews and analyzes the work that has been done so far in the area of CEV whether in business to business (B2B), business to consumer (B2C) or consumer to consumer (C2C) markets.

CEV is a comprehensive term that measures the total value of the customer through capturing his transactional and non-transactional behaviors. Hence, it is an essential term for measuring the value of the customer in direct marketing. This motivates researchers to compete in developing models to maximize CEV. Meanwhile, most of the existing models are conceptual and the majority of them lack applicability due to many reasons. First, these models relied on a linear version of the CEV model, hence double-counting the value of the customer; also they weighted the components of CEV equally, which is unrealistic. Finally, the effect of the environmental components in determining the engagement level of each customer was almost ignored. In this paper, two main contributions are presented. First, a summary and analysis of the contributions of the literature in the CEV field for different market types whether in B2C, B2B or C2C. Furthermore, three modifications are added to the existing models. The first model introduces a non-linear relationship of the components of CEV. The second model is a weighted linear model of these components. Finally, the third model adds the environmental factors to the CEV components. All the proposed models are theoretical in nature, however, these models are expected to show superiority when being applied to real data sets due to their ability to capture the complexity in the relationship between the firm and its customers in real-life situations. The proposed models are expected to attract the practitioners and other researchers and they both are encouraged to apply the proposed models on real-life data sets, test their performance, compare them against each other, to be able to apply each of them on the best suitable data set and business scenario.

Based on the review and analysis that has been done on about 87 papers, it is found that the majority of the contributions that have been done in the area of CEV are theoretical in nature, in spite of the effectiveness of CEV in empowering business decision. It is also found that few researchers proposed a set of theoretical comprehensive frameworks that combined CEV’s components together. Meanwhile, those frameworks are not practically applicable.

Although the contribution of the proposed models expected to attract both researchers and practitioners, these are not applied to real-life case studies to prove their effectiveness.

The research in this paper has many industrial and managerial implications. First, it helps managers and decision takers to treat the customers as assets and cost-free resources who can work with the firm to achieve what’s both aims to (i.e. increase customer satisfaction and firm’s profitability). Second, it helps the firm to determine the total value of each customer and treat its customers accordingly. Third, it empowers the managers to do target marketing, based on grouping the customers upon their total engagement. This would save time and cost and for sure increase the profitability and customer satisfaction. Forth, the proposed models take into consideration not only the transactional behavior of the customers but also the non-transactional factors that play a significant role in formulating the relationship between the firm and its customers.

This is hereby to certify that the paper is original, neither the paper nor a part of it is under consideration for publication anywhere else. Also, this study has no conflicts of interest to disclose.

The purpose of this paper is to provide a new way of rethinking banking models by using qualitative research on intangibles. This is required because the banking sector has been transformed significantly by the changing environment over the past two decades. The 2007-2009 financial crisis also added to concerns about existing bank business models.

Using qualitative data collected from interviews with bank managers and analysts in the UK, this paper develops a grounded theory of bank intangibles.

The model reveals how intangibles and tangible/financial resources interact in the bank value creation process, how they actively respond to environmental changes, how bank intangibles are understood by external observers such as analysts, and how bankers and analysts differ in their views.

Grounded theory provides the means to further develop bank models as business models and theoretical models. This provides the means to think beyond conventional finance constructs and to relate bank models to a wider theoretical literature concerning intellectual capital, organisational and social systems theory, and “performativity”.

Such development of bank models and of a systems perspective is critical to the understanding of banks by bankers, by observers and for their “critical and reflexive performativity”. It also has implications for systemic risk and bank regulation.

The paper reveals the core role of intellectual capital (IC) in banks, in markets, and in developing theory and research at firm and system levels.

This article reviews the extensive history of dynamic performance research, with the goal of providing a clear picture of where the field has been, where it is now, and where it needs to go. Past research has established that job performance does indeed change, but the implications of this dynamism and the predictability of performance trends remain unresolved. Theories are available to help explain dynamic performance, and although far from providing an unambiguous understanding of the phenomenon, they offer direction for future theoretical development. Dynamic performance research does suffer from a number of methodological difficulties, but new techniques have emerged that present even more opportunities to advance knowledge in this area. From this review, I propose research questions to bridge the theoretical and methodological gaps of this area. Answering these questions can advance both research involving job performance prediction and our understanding of the effects of human resource interventions.

The purpose of this paper is to apply the situational theory of publics and framing theory in the context of environmental corporate social responsibility (CSR) communication research to determine how message frames impact information seeking and processing.

Using a 3 (message frame: diagnostic, prognostic, or motivational) × 2 (environmental issue: general vs specific) plus control between subjects experimental design, the study examines the attitudes, cognitions, and behavioral intentions different publics may form about two different environmental responsibility issues presented in this study. Furthermore, the study aims to examine how different types of message frames (diagnostic, prognostic, or motivational) and topics may impact how a company can move a public toward information seeking behaviors.

Based on theoretical considerations, structural equation modeling was used to examine significant paths between variables, thus creating a proposed new theoretical model that can be applied to CSR, public relations, and strategic communication literature.

The study offers a proposed new integrated theoretical model that can be applied to strategic communication literature and used to assist companies with enhancing their CSR communication and strategic communication planning efforts to determine how to move a public toward information seeking behaviors.

This study aims to propose a risk-induced game theoretic forecasting model to predict average daily rate (ADR) under COVID-19, using an advanced recurrent neural network.

Using three data sets from upper-midscale hotels in three locations (i.e. urban, interstate and suburb), from January 1, 2018, to August 31, 2020, three long-term, short-term memory (LSTM) models were evaluated against five traditional forecasting models.

The models proposed in this study outperform traditional methods, such that the simplest LSTM model is more accurate than most of the benchmark models in two of the three tested hotels. In particular, the results show that traditional methods are inefficient in hotels with rapid fluctuations of demand and ADR, as observed during the pandemic. In contrast, LSTM models perform more accurately for these hotels.

This study is limited by its use of American data and data from midscale hotels as well as only predicting ADR.

This study produced a reliable, accurate forecasting model considering risk and competitor behavior.

This paper extends the application of game theory principles to ADR forecasting and combines it with the concept of risk for forecasting during uncertain times.

This study is the first study, to the best of the authors’ knowledge, to use actual hotel data from the COVID-19 pandemic to determine an appropriate neural network forecasting method for times of uncertainty. The application of Shapley value and operational risk obtained a game-theoretic property-level model, which fits best.

Starting from corporate entrepreneurship, spin-off entrepreneurship and business model theory, this paper aims to examine the key influential factors and inherent mechanism in the process of business model transfer from parent enterprise to spin-off start-ups.

Grounded theory method is fit for constructing theoretical models, which can discover and interpret phenomenon and activities. According to the guidance of theoretical sampling and other core principles in grounded theory, this study extracts two parent enterprises named Haier and Phnix and lots of spin-offs derived from them.

This paper presents the theoretical framework that business models transfer from parents to spin-offs and probes into the embedding logic and connection relationship between factors and categories in this process, such as preconditions, incubation veins, business model elements, stripping mechanism and independent operations.

Although this study is focused on the manufacturing industry, the main characteristics, comparative advantages, governance rules summarized from transfer activities of business model in spin-off entrepreneurship can also bring inspirations to both parent enterprises and spin-off start-ups.

Excavates process and mechanism of business model transfer from internal to external, extends the theoretical perspectives about existing related theories such as corporate entrepreneurship, spin-off entrepreneurship and business model theory and reveals new approaches and methods on business model design, which is different from the past way.

There is a tendency in team research to employ concepts of stepwise models, reaching from the primitive to the excellent, to suggest that a higher level of evolution is better than the basic and simple. This tendency includes typologies of teams. This article aims to question the relevance of this view.

Data were collected in three steps. In the first step, articles and books analyzing teams and teamwork from stepwise analytical models were collected. In the second step the collected data were classified into different themes. Each stepwise model was classified into one essential denomination. This classification resulted in eight themes. In the third step each theme was analyzed, which led to the fusion of some of the themes.

The conclusion is that a synchronous, complementary or mature team is not necessarily optimal. Contrary to this, a differentiated, sequential or multi team approach can be optimal for some purposes. Team research needs to establish a more open, inductive and critical attitude than at present.

The paper highlights the need to observe and use team theories in a balanced and critical way.

This article describes the practical and theoretical implications relating to the labor managed firm (LMF), which has been formed from an insolvent company purchased by its workers. The research focuses on an international comparison and the cultural context of six LMFs – two each in the United States, Spain, and Italy where legislation supports worker buyouts from insolvency. Adopting a critical theoretical approach it draws on the scholarship of industrial relations and human resource management, grounded in a historical analysis to predict when a transformative or integrative LMF will be formed.

Taking a case study methodology to enable an in-depth understanding of the firms internal processes and relationships the use of semi-structured interviews of blue- and white-collar workers (with the use of a translator) and the administration of a structured questionnaire are used to gather and triangulate qualitative and quantitative data. The research limitations relate to the small number of respondents in each firm, which prevented more rigorous analysis, and calls for further research with larger numbers of respondents.

The results reveal that at macro level the theoretical model predicts that the LMF will have a propensity to emerge when there are market failures, when there is support from the state and the labor movement. The type of LMF was found to depend on the national context of industrial relations. At the micro level a core set of practices were found to work together to lead to high member commitment and positive behavioral outcomes.

The research has important social implications by informing public policy aimed at redressing the injustice to employees when a business fails and jobs and entitlements are lost.

The article advances an understanding of the theoretical nature of the LMF.

Organizational creativity and innovation are inherently complex phenomena, and subject to a myriad of broad contextual and social influences. As the evidence grows for the link between innovation and organizational effectiveness and, ultimately, organizational survival, there is no doubting the need for theoretical and practical advances in our understanding. The complex nature of these constructs, however, requires that such efforts utilize a multi-level lens. This chapter discusses key aspects of creativity and innovation in organizations, including fundamental construct definition issues, which underscore the need for a multi-level perspective. It also reviews extant theoretical perspectives for their contributions to a multi-level understanding, and the research in two key areas of social influence – group factors and leadership – that have received substantial attention in the organizational literature. The review and discussion of these areas reveal not only numerous advances, but also substantial limitations that must be resolved through more complex and comprehensive (i.e., multi-level) approaches. The chapter concludes with several recommendations intended to guide and inform future work in the organizational creativity and innovation field.

The relevance of the use of business models in the measurement of tourist experience has been questioned. Therefore, the purpose of this chapter is to suggest a theoretical framework for the development of a multi-item Business Tourist Experience Value Model.

Against the Behavioural Intentions Model of Fishbein and Ajzen (1975), an alternative Business Tourist Experience Value theoretical model is suggested. This model consists of an integration and re-assessment of different elements from a range of empirical studies.

Experiential value, satisfaction, and post-consumption behavior may play an important role in acquiring information and knowledge creation on how business tourism organizations can use a Business Tourist Experience Value model to enhance service experiences.

Due to the explorative nature of the Business Tourist Experience Value theoretical model, more empirical studies are needed to investigate, test and validate the model.

Results from the theoretical discussion support the inclusion of experiential value, satisfaction, and post-consumption behavior as part of the Business Tourist Experience Value model. Due to the magnitude of the relationships among these dimensions it is expected that the theoretical and practical implications may complement each other. Therefore business tourism managers can use these dimensions as guidelines on how to create valuable experiences for their tourists and perform better.

This theoretical model offers new practices into business tourism managers’ measurement of experiential value, satisfaction, and post-consumption behavior in a business tourism context.