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Previous research has focused mainly on the antecedents and consequences of service employees’ emotional labor during the enactment of service roles, with little attention having been paid to how perceptions of leaders’ emotional labor are related to followers’ job outcomes. The purpose of this paper is to propose a model in which followers’ perceptions of the uses of emotional labor by leaders toward customers influence followers’ job performance in their service encounters.

Working with a sample of 268 medical service employees in South Korea, structural equation modeling was employed to test the research hypotheses.

The results indicate that perceptions of leaders’ deep acting toward customers are positively related to followers’ perceptions of authentic leadership. Second, followers’ perceptions of authentic leadership are positively associated with their identification with and trust in their leaders. Finally, followers’ identification with and trust in their leaders is positively related to their job performance.

The research shows that leaders’ use of deep acting toward customers has a positive effect on followers’ job outcomes. Thus, service firms should consider training programs, mindfulness and policy changes regarding display rules at the organizational level so that service employees are encouraged to use deep acting with customers by empathizing with the customers’ needs, while regulating their inner feelings.

The current study broadens the conceptual work and empirical studies in the emotional labor literature related to the service sector by presenting a fundamental mechanism for the effect of perceptions of leaders’ use of emotional labor toward customers on service employees’ job performance. This study is the first to provide an empirical test of how leaders’ emotional labor is related to followers’ job performance.

Among a wide array of information and communication technologies (ICTs) used to directly or indirectly support the mega events are reality boosting technologies and smart tourism technologies. Building upon the halo effect, this study aims to explain the connection between satisfaction with ICTs used in mega event, national image and event participants’ future behavior.

The analyzed data included survey responses from 246 foreigners who visited PyeongChang as a visitor for the 2018 Winter Olympics.

The results showed that both reality boosting technologies and smart tourism technologies directly or indirectly influence overall experience satisfaction by way of transaction satisfaction. Furthermore, the two types of satisfaction were found to positively influence the national image of the host country, which consequently has a positive effect on visitors’ future behavior.

This study aimed to explore two different roles of ICTs in mega events by focusing more on the visitors who came to PyeongChang for the Olympics. The originality of this study lies in its attempt to examine the mechanisms in which visitors’ satisfaction from ICT-based experiences in mega events contributes to forming a positive image toward the host country.

现实促进技术和智能旅游技术在各种 ICT中被广泛应用来直接或间接支持大型活动的。基于光环效应, 这项研究解释了对大型活动中使用的 ICT 的满意度, 国家形象, 活动参与者未来行为之间的联系。

分析的数据包括 246 位在2018 年冬季奥运会访问平昌的外国游客。

结果表明, 现实促进技术和智慧旅游技术通过直接或者间接方式接通过交易满意度影响整体体验满意度。此外, 研究发现两种类型的满意度均对东道国的国家形象形成产生积极影响, 从而对吸引未来访客的有正面影响。

通过聚焦来平昌参加奥运会的游客, 本研究旨在探索信息通信技术在大型活动中的两种不同作用。本研究的原创性在于试图检验游客在大型活动中基于 ICT 的体验满意度对形成对东道国正面的国家形象的机制。

The maritime freight transportation industry has played an important role in the Korean economy. The Korean maritime freight transportation industry is faced with a period of transforming it competitively and efficiently in this global age. This paper, therefore, aims to identify the impact of the maritime freight transportation industry in the Korean national economy. Hence, this paper provides policy-makers with accessible and reliable information regarding the role of the Korean maritime freight transportation industry. This study employs input-output (I-O) analysis to examine the role of the maritime freight transportation industry in the national economy for the period 1995-2003, with specific application to Korea. This study pays particular attention to the maritime freight transportation industry by taking the industry as exogenous variable and then investigates its economic impacts. We identify inter-industry linkage effects in 20 sectors, production-inducing effects, added value-inducing effects, and supply-shortage effects of the maritime freight transportation industry.

Drawing upon the stimulus–organism–response (S-O-R) model, the purpose of this study is to examine how perceptions of young customers towards the green image of trendy coffee cafés affect their environmental and product attitudes, and subsequently their citizenship behaviour as well as intention to re-patronage. The mediating effect of customer citizenship behaviour (CCB) is also assessed.

The instrument was developed by adapting measurement from the past studies. Using the purposive sampling technique, data were collected online from 207 young customers in Malaysia who frequented the cafés. Partial least squares structural equation modelling (PLS-SEM) was used to perform path modelling and mediation analyses.

The findings show that green image stimulates both customers’ environmental attitude and product attitude. Although product attitude is found to have a dominant effect on CCB, the impact of environmental attitude on CCB and re-patronage intention is worth noting. Moreover, advocacy and tolerance significantly mediate the relationship between product attitude and re-patronage intention.

This study advances the consumer behaviour literature by determining the influence of green image on two forms of attitudes as well as the mediating role of the multi-dimensional CCB between attitudes and intention to re-patronage trendy coffee cafés among young customers. While the findings confirm the importance of product attitude and the relevance of advocacy and tolerance in relation to re-patronage, the study also highlights the growing awareness of green image among young customers and its implications on knowledge and practice.

Although high-profile sport league website sponsorships have increased in popularity over the last decade, academic research on the topic has not kept pace, resulting in little knowledge of ways to improve the effectiveness of this sponsorship type. This paper aims to discuss this issue.

The current study examined the influence of three website-related variables (i.e. website interactivity, website fit, and website credibility), while controlling for a sponsor-related variable (i.e. sponsor familiarity), on consumer attitude toward the sponsor ad and willingness to click on its banner ad. Hierarchical multiple regression analyses indicated three main effects. Practical implications are discussed with limitations and suggestions for future research.

This study found three important things. First, website interactivity played an important role in attitude toward the ad and willingness to click on the banner ad. Second, website fit influenced attitude toward the ad and willingness to click on the banner ad. Third, website credibility influenced attitude toward the ad.

The findings suggest that in order to maximize online sports sponsorship outcomes, companies must keep in mind that the interactivity between the web users and the site should be regarded as the most pragmatic result which could come from the online sports sponsorship territory.

The purpose of this paper is to understand consumers’ preferences for answers about sexually transmitted diseases on social question and answer (Q&A) sites by employing message features and information sources as conceptual frameworks.

The study compared best answers selected by questioners with their randomly drawn counterpart non-best answers on Yahoo! Answers as a paired sample (n=180).

The findings indicate that questioners on social Q&A sites were more likely to prefer answers including message features such as numeric information, social norms, optimistic information, and loss-framing, as well as information sources that featured expertise, references, and links to other websites. Pessimistic information was negatively associated with questioners’ preference for answers.

The study extended the discussion of consumers’ selection of best answers to message features and information sources as additional criteria.

The findings suggest that answerers on social Q&A sites communicate more effectively with their audiences by utilizing persuasive communication.

There is a quality issue on social Q&A sites. The findings will be helpful for health professionals to develop answers that are more likely to be selected as best answers, which will enhance overall quality of health information on social Q&A sites.

Consumers’ preference criteria for health information have been investigated using many different approaches. However, no study has used a persuasion framework to examine how consumers appraise answer quality. The present study confirmed consumers’ preference criteria as found in previous social Q&A studies and extended the discussion of consumers’ perceptions of answer quality by applying the frameworks of message features and information sources.

This chapter aims to build a systematization of the current theoretical and empirical academic contributions on smart working (SW) in the organization studies domain and to examine which are the main paths that researchers are concerning themselves with, with specific attention being paid to the new meaning that the work itself has acquired in the model proposed by SW. Particular consideration is devoted to an analysis of the characteristics of the present debate on this construct and the meaning of SW, identifying two different – and contrasting – approaches: one considers it as a totally new concept; the other is notable for its continuity with previous arrangements such as telework. Further, some relevant concepts, strictly related to that of SW in working environments are considered. In the last part of the chapter, some key points for further research are proposed to create stimuli for discussion in the community of organization studies and HRM scholars and among practitioners, given from the perspective of deepening the change in progress, the relevance for which there is general consensus.

Recent research validates an increasing knowledge of environmental concerns in manufacturing small and medium enterprises (SMEs). However, only a few studies maintain that green human resource management (HRM) practices and corporate social responsibility (CSR) play an important role, especially in the case of developing economies. Thus, this study aims to examine the direct and indirect relationship between green HRM practices and environmental sustainability (ES) through the mediation of CSR in SMEs in Pakistan.

The cross-sectional design of this study considers the mechanism by which green HRM practices affect ES through CSR in the context of Pakistani SMEs. The authors collected data from 320 manufacturing SMEs and used the partial least squares structural equation modelling (PLS-SEM) technique to examine the relationship between variables.

The empirical findings of this study suggest green HRM practices have a positive and significant impact on ES. Further, the second hypothesis is not supported. In addition to the direct impact, the indirect effect of green HRM practices on CSR is positive and significant. Finally, the authors determine that green HRM practices affect ES through the partial mediation of CSR.

To date, this study is the first to use CSR as a mediator between green HRM practices and ES in the context of Pakistani SMEs. The study has important implications for HRM and government policy makers, suggesting they should improve strategies in favour of the green economy. Furthermore, developing countries could design similar studies with different future sustainability factors.

This study examined the antecedents and consequences of intensity of SNS use in a cross-cultural context. The purpose of this paper is to examine the impacts of three IT-related consumer characteristics – privacy concern, consumer innovativeness and propensity to share information – on the use of social networking sites (SNS) and examine if there are cross-national differences in the relationships between consumer characteristics and SNS use.

The authors developed and tested a structural equation model including consumer characteristics related to SNS usage, by using survey data of 977 SNS users in Korea and the US.

Consumer innovativeness, propensity to share information and privacy concern affected intensity of SNS use and the usage of SNS enabled social capital. In addition, the effects of innovativeness and privacy concern on the intensity of SNS use were greater in the US sample than in the Korean sample. People in the culture of high peer pressure and herding behavior tend to expect more reciprocity in social surveillance, especially among in-group members because they are interested in tracking others in the group. This tendency might alleviate the negative impact of privacy concern on the intensity of SNS use. The positive impact of innovativeness on the intensity of SNS use was alleviated in the collectivism culture. This is maybe because the imitation factor predicts the adoption behavior better than the innovation factor in the collectivism culture.

Despite several notable contributions, this study has a few limitations, which may be overcome by further research. First, this study did not considered many other personality variables. Second, most measurements were retrospective, depending on the respondents’ memory of past shopping behavior. Third, an experimental study will be needed to obtain more accurate effects of the antecedents on the intensity of SNS use in the next stage. Fourth, there are sample limitations in the study. Although this study has some limitations, it also provides very meaningful implications. For example, both the positive impact of innovativeness and the negative impact of privacy concerns on the intensity of SNS use were alleviated in the collectivistic culture.

This finding implies that SNS in the collective culture should focus more on group behavior than individual behavior in order to promote SNS use. In addition, it is an effective strategy to emphasize the innovative function of SNS in individualism culture. As privacy concern is not big problem of SNS usage in collectivism culture, it is an effective strategy to stimulate the needs of in-group surveillance.

The study contributes to the literature examining cross-cultural influence on SNS use. The study presents how consumer characteristics interact with culture in order to explain the intensity of SNS use.

The purpose of this study is to investigate cross cultural differences in the impact of online retailer reputation and retail quality on consumers' emotional and cognitive (i.e. perceived risk) reactions, which lead to purchase intention, based on stimulus‐organism‐response (S‐O‐R) model.

Two cultures, US (individualism, low uncertainty avoidance) and South Korea (collectivism, high uncertainty avoidance) were chosen for comparison for their contrast in cultural characteristics. Multiple group analysis in structural equation modeling (SEM) was employed in order to compare the structural model in two different cultures.

The results indicate that while the overall mechanism underlying the decision making process is similar for the two countries, differences are found in the relative importance of the factors determining consumers' cognitive and emotional reactions as well as their intention to purchase online.

The majority of the respondents were female and their evaluation was mostly towards online apparel websites. It did not bias the result of this study as the two sample sets were comparable in their demographics and online shopping behavior, yet the result may be generalized to a limited extent.

The results suggest that retailing strategy may vary in response to cultural differences. In East Asian countries that share Confucian values, targeting consumer emotion through experiential cues may not yield as significant result as it may in the USA.

This study will add value to the current literature by examining the cultural difference in consumer psychological process and its consequent effect on purchase intention focusing on reputation as key external stimuli.