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There is considerable research examining the consequences and contingency factors of customer participation in the service encounter. In comparison, there is disproportionately less research examining the antecedents of customer participation. This paper aims to propose and test an appraisal-emotive framework of the effects of front-line employees’ in-role and extra-role behaviours on customer participation.

A survey on 583 customers of retail banks in China has been conducted to test the framework. Structural equation modelling and dominance analysis have been used for hypotheses testing.

Employees’ extra-role behaviour (i.e. organisational citizenship behaviour or OCB) has a stronger effect than their in-role behaviour (i.e. role-prescribed behaviour) in inducing customer participation. These effects are mediated by customer emotions. Specifically, the effect of employees’ in-role behaviour on customer participation was mediated by customers’ positive and negative emotions, whereas the effect of employees’ OCB was mediated by customers’ positive emotions but not by their negative emotions.

The findings reveal that strategic management of employee behaviours can influence customer participation. While organisations often provide training to enhance employees’ in-role behaviour to deliver service performance, they should also recognise and encourage employees’ OCB as a means of increasing customer participation. In particular, employees who display positive emotions tend to evoke positive emotions in customers, which increase customer participation in the service encounter.

To the authors’ knowledge, this is one of the few studies in marketing to examine the differential effects of employees’ in-role and extra-role behaviours on customer participation. Importantly, the findings show that employees’ OCB is not only more effective than employees’ in-role behaviour in influencing customer participation but also these two behaviours have varying effects on customer emotions. These findings are new and contribute to the literatures on customer participation, value co-creation and human resource management.

The purpose of this paper is to propose a new typology for classifying the leaders’ behaviors and investigate the effects of leaders’ behaviors on employees’ resilience.

This paper used a mixed method research (i.e. interview and questionnaire). First, through the interviews with employees, the leaders’ behaviors were identified. Next, based on the identified behaviors and Kano model the type of each behavior was classified. Finally, according to this classification, the impact of leaders’ behaviors on employees’ resilience was investigated.

Based on the results of the interviews, 46 leaders’ behaviors which influence employees’ satisfaction/dissatisfaction were identified out of which 10 behaviors were must-be; 5 behaviors were one-dimensional, 18 behaviors were attractive and 13 behaviors were reverse type. Also, the results of hypotheses testing showed that attractive behaviors have a stronger relationship to employees’ resilience than one-dimensional and must-be behaviors; one-dimensional behaviors have a stronger relationship to employees’ resilience than must-be behaviors; and reverse behaviors have an indirect effect on employees’ resilience.

This research proposes a new typology for classifying the leaders’ behaviors into the five categories and the approach and findings of this research contribute to the literature of Kano model and leadership theory.

Past research has shown that culture has significant effects on people's evaluation of and responses to risk. Despite this important role, the supply chain risk literature has been silent on this matter. The purpose of this paper is to examine the impact of cultural value orientations on managerial perception of and responses to a supply disruption risk.

The authors conduct a scenario-based experiment to investigate the effect of cultural value orientations – i.e. individualism-collectivism and uncertainty avoidance – on individuals' perception of risk and supplier switching intention in the face of a supply disruption.

The findings highlight the negative effect of individualism-collectivism on disruption risk perception and switching intention in high uncertain circumstances. However, these relationships are non-significant in relatively less uncertain situations. Moreover, the findings show that the impact of uncertainty avoidance on risk perception and supplier switching is positive and significant in both low and high uncertain circumstances.

Extant research has traditionally assumed that when confronted with disruption risks, managers make decisions using an economic utility model, to best serve the long-term objectives of the firm. This paper draws from advances of behavioural research to show that cultural value orientations influence such decisions through a mediating mechanism of subjective risk perception.

This chapter explores the communicative relationship between students and faculty members through Facebook. Since its inception in 2004, Facebook has become an avenue not only for student–student connections, but increasingly for faculty–student communication. This chapter explores the impact on pedagogy and instruction when faculty members “friend” their students and/or create class groups on Facebook. Emphasis focused on student perceptions of faculty, identity, and disclosure, communication patterns, educational impact, and guidelines for faculty and students communicating through Facebook.

The purpose of this research is to test the importance of the discounting attribute in the two-sided communication from a retail salesperson as a boundary condition that eliminates the trade-off between trustworthiness and purchase intentions.

The hypotheses are tested by three experimental studies in three different retail contexts. Two lab studies manipulate the importance of the attribute and the type of message: one-sided vs two-sided. A field study improves the external validity of the findings.

A two-sided message from a salesperson reduces the use of persuasion knowledge and, therefore, enhances the consumer’s perception of the salesperson’s trustworthiness; this positive effect remains significant across different levels of importance of the discounting attribute. A two-sided message decreases the consumer’s probability of purchase only when an important attribute is disclaimed, through the consumer’s beliefs regarding the product’s attributes.

For the appropriate use of two-sided appeals, retailers should identify the importance of product attributes from the consumers’ perspective. A negative remark from a salesperson when referred to an unimportant attribute makes no harm to purchase intentions while leading to stronger intentions to return to the store and to recommend the store by enhancing trustworthiness.

This paper shows that it is possible to enhance trustworthiness through a two-sided message without mitigating the intentions of buying by discounting an attribute at low importance in the two-sided message.

The purpose of this study is to investigate the relationship between unexpected financial slack and small- and medium-sized enterprises’ (SMEs) diversification and growth performance.

Using the phenomenon of IPO over-financed in China as the empirical context, the authors constructed a firm-level measure of unexpected financial slack based on over-financed capital resources and extended the nascent inquiry on unexpected slack.

The authors proposed and tested that, with unexpected slack obtained from IPO over-financed, SMEs did not engage in diversification until slack was extraordinarily high (a curvilinear relationship). And in such cases, SMEs preferred geographic diversification rather than industry diversification. Moreover, SMEs were able to sustain growth performance both in the short term and in the long term.

This study had important implications for regulators and managers. The findings of this study suggested that proper regulations on usage of over-financed capital helped SMEs’ sustain their growth performance. Regulatory policies could curb managers from cognitive biases to behave more prudently and deploy the resources more consciously. However, with sufficient resources, managers should also consider more explorative growth drivers such as diversification.

This study joined the efforts of extending the antecedents of slack formation from internal managerial behaviors to external uncertain factors. As the first study to explore the role of unexpected slack at firm level, the results of this study shed more light on the effects of unexpected slack resources.

The purpose of this paper is to study the unexpected consequences in the operation of urban environments. Prediction within the urban planning process often presents difficulties and unintended consequences. It is not enough to develop a good project. Unexpected consequences are possible because of the environment. The authors argue that these problems of uncertainty can be minimized with citizen participation and the use of new technologies.

The problem of how urban planning initiatives result in unexpected consequences is described. These effects are determined by studying a series of cities and real urban environments. A case study on urban accessibility is developed for a better understanding of the problem.

Avoiding unexpected consequences in the operation of urban environments is strongly linked to the concept of Smart City 3.0. This concept is based on the co-creation. In this line to address the problem, a citizen-centric methodology using the latest information and communications technologies and internet of things technologies is presented. As a practical application, different categories of unexpected events related to the Faculty of Education building at the University of Alicante have been identified as a consequence of the impact of its environment. An uncomfortable or non-accessible environment causes unforeseen behaviour of individuals.

There are no analytical tools to investigate how aspects of the urban environment cause uncertainty about the acceptance of projects by future citizen users. This work takes a step forward in that direction.

The supply chain management literature and agency theory suggest that preventing supplier non-conformance—a supplier's failure to conform to the requirements of the buyer—requires monitoring supplier behavior. However, case studies collected to explore how buyers monitored suppliers revealed an unexpected empirical phenomenon. Some buyers believed they could prevent non-conformance by either trusting their suppliers or relying on a third party, without monitoring their behavior. The purpose of this article is to examine conditions when buyers should monitor supplier behavior to prevent non-conformance.

This article employs a mixed-method design by formulating an agent-based simulation grounded in the case-study findings and agency theory to reconcile observed unexpected behaviors with scholarly suggestions.

The simulation results indicate that buyers facing severe consequences from non-conformance should opt to monitor supplier behavior. Sourcing from trusted suppliers should only be reserved for buyers that lack competence and have a small number of carefully selected suppliers. Moreover, buyers facing minor consequences from non-conformance should generally favor sourcing from trusted suppliers over monitoring their behavior. The results also suggest that having a third-party involved in monitoring suppliers is an effective path to preventing non-conformance.

By combining a simulation with qualitative case studies, this article examines whether buyers were making appropriate decisions, thereby offering contributions to theory and practice that would not have been possible using either methodological approach alone.

The purpose of this paper is to analyze the behavior of institutional and retail investors in S&P 500 index funds separately to determine why they behave differently.

We analyze the relationship between net flow and past index-adjusted returns or expense ratios more extensively via panel data regressions across a broad dataset.

We find that the holding of institutional investors is, indeed, sticky. The results indicate that the net flow of institutional investors is not sensitive to past index-adjusted returns of expense ratios.

Prior studies have attempted to explain the irrational behavior of investors in S&P 500 index funds. We attempt to show plausible reasons why they behave differently.

Jarring events, be they global crises such as COVID-19 or technological events such as the Cambridge Analytica data incident, have bullwhip effects on billions of people's daily lives. Such “shocks” vary in their characteristics. While some shocks cause, for example, widespread adoption of information systems (IS) as diverse as Netflix and Teams, others lead users to stop using IS, such as Facebook. To offer insights into the multifaceted ways shocks influence user behavior, this study aims to assess the status quo of shock-related literature in the IS discipline and develop a taxonomy that paves the path for future IS research on shocks.

This study conducted a literature review (N = 70) to assess the status quo of shock-related research in the IS discipline. Through a qualitative study based on users who experienced shocks (N = 39), it confirmed the findings of previous literature in an illustrative IS research context. Integrating the findings of the literature review and qualitative study, this study informs a taxonomy of shocks impacting IS use.

This study identifies different ways that shocks influence user behavior. The taxonomy reveals that IS research could profit from considering environmental, private and work shocks and shedding light on positive shocks. IS research could also benefit from examining the urgency of shocks, as there are indications that this influences how and when individuals react to a specific shock.

Findings complement previous rational explanations for user behavior by showing technology use can be influenced by shocks. This study offers a foundation for forward-looking research that connects jarring events to patterns of technology use.