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This study aims to investigate whether and how strongly cultural (mis)matches influence immigrant customers’ satisfaction, as well as if this relationship is mediated by cultural or service employee performance attributions. In addition, the authors test whether attributions differ depending on the service delivery outcome (success vs failure).

The 2 (origin of service employee: Austria or Turkey) × 2 (service delivery outcome: success or failure) scenario-based experiment includes 120 Turkish immigrant customers in Austria.

Contrary to previous research, the results indicate that in an immigrant customer context, cultural (mis)match does not influence customer satisfaction. The service delivery outcome is a boundary condition. With a positive service delivery outcome, immigrant customers attribute the results to the cultural background of the employee if it is the same as their own, but they attribute success to employees’ performance if they belong to the immigration destination culture. For negative service delivery outcomes, neither cultural nor performance attributions arise.

This study is the first to focus specifically on immigrant customer behavior in a high-involvement service context. The results challenge the predictions of social identity theory and the similarity-attraction paradigm and highlight that the immigrant context is unique. In this context, attributions play a key role in determining customer satisfaction.

Effective customer journey design (ECJD) is considered a key variable in customer experience management and an essential source of brand meaning and pro-brand behavior. Although previous research has confirmed its importance for driving brand attitudes and loyalty, the role of consumer-brand identification as a social identity-based influence in this relationship has not yet been discussed. Drawing on construal level and social identity theories, this paper aims to investigate whether effective journeys and the resulting overall journey experience are equally powerful in driving brand loyalty among customers with different levels of consumer-brand identification.

The present article develops and tests a research model using data from the European and US service sectors (N = 1,454) to investigate how and when ECJD affects service brand loyalty.

Across two cultural contexts, four service industries and 33 service brands, the results reveal that ECJD is a crucial driver of service brand loyalty for customers with low consumer-brand identification. Moreover, the findings show that different aspects of journey effectiveness positively impact the valence of customers’ experience related to those journeys – a process that is ultimately decisive for their brand loyalty.

This study is unique because it generates theoretical and practical knowledge by combining the literature streams of customer journey design, customer experience and branding. Furthermore, this work demonstrates that consumer-brand identification is a critical boundary condition to be considered in the relationship between ECJD and brand loyalty in services.

Skilled workers are crucial for an organization’s success, and managing, retaining and attracting them is vital in long-term. This study aims to explore talent management practices in the Finnish restaurant industry and to align workers' expectations with the real-world experiences of their work to reduce turnover and enhance job satisfaction.

The study adopts a mixed methods approach, including a survey and interviews with workers and managers to gain insights into their expectations and experiences of work. The study considers themes for designing and implementing effective talent management procedures.

This study highlights the importance of employees' experiences of their work conditions, leveraging positive emotions and fair utilization of temporary agency work (TAW). Understanding the different work preferences of generational cohorts and addressing the challenges associated with owner disengagement and TAW can also contribute to attracting and retaining talent in the restaurant industry.

Skilled workers have often been portrayed as targets that need to be managed, with insufficient consideration given to their preferences, needs and expectations. With the findings of this study, companies can establish mutual understanding with their employees and attract diverse talent.

The purpose of this research is the exploration of online complainants' revenge based on their consumer-brand relationship strength and received webcare. The authors introduce inter-failures (i.e. the perceived number of earlier independent service failures that a customer has experienced with the same brand involved in the current service failure) as the central frame condition.

To test our hypotheses, both a scenario-based online experiment (n = 316) and an online survey (n = 492) were conducted.

With an increasing number of inter-failures, online complainants with a high-relationship strength move from the “love is blind” effect (no inter-failures) to the “love becomes hate” effect (multiple inter-failures), when they ultimately become more revengeful than their low-relationship strength counterparts. In addition, the authors show that in the case of no or few inter-failures, accommodative webcare has a lasting positive effect over no/defensive webcare for both low- and high-relationship complainants. More importantly, however, when consumers have experienced multiple inter-failures, accommodative webcare becomes ineffective (for low-relationship complainants) or boomerangs by cultivating revenge towards the brand (among high-relationship complainants), but not strategic avoidance.

The findings have pronounced implications for the literature on customer–brand relationships following service failures and the literature, which predominantly emphasizes the unconditionally positive effects of accommodative webcare.

This study is the first that simultaneously considers the prior customer–brand relationship, inter-failures and webcare to explain online complainants' revenge.

This study aims to offer insights into a sounder understanding of tourist behavior and travel patterns by systematically identifying psychological manifestations reflected in the basic human value system in the pandemic-induced environment.

A large random sample (49,519 respondents from 29 European countries), generated from the core module Round 9 of the European Social Survey, was used. A post-COVID-19 psychological travel behavior model was constructed by using 12 variables within two opposing value structures (openness to change versus conservatism), shaping specific personalities.

Four types of tourists were identified by using K-means cluster analysis (risk-sensitive, risk-indifferent, risk-tolerant and risk-resistant). The risk-sensibility varied across the groups and was influenced by socio-demographic characteristics, economic status and even differed geographically among nations and traveling cultures.

First, data were collected before the pandemic and did not include information on tourism participation. Second, the model was fully driven by internal factors – motivation. Investigation of additional variables, especially those related to socialization aspects, and some external factors of influence on travel behaviors during and after the crisis, will provide more precise scientific reasoning.

The model was upgraded to some current constructs of salient short-term post-COVID-19 travel behavior embedded in the core principles of universal human values. By separating specific segments of tourists who appreciate personal safety and conformity, from those sharing the extensive need for self-direction and adventure, the suggested model presents a strong background for predicting flows in the post-COVID-19 era.

The role of logistics service provider (LSP) is essential for efficient logistics service quality (LSQ) and supply chain management, especially in multimodal transport. Multimodal transport routes that use the Trans-Siberian Railway (TSR) play an important role in the supply chains of Northeast Asia. This paper aims to identify current conditions of TSR LSQ and propose improvements to enhance the competitiveness of traditional routes. Therefore, this study sheds light on and provides recommendations for various managerial strategies to LSPs in the context of the TSR. This study utilizes Importance-Performance Analysis (IPA) to measure levels of importance and performance of the logistics service of LSPs that provide multimodal transport services via the TSR from South Korea to Europe. This study identifies capabilities on the basis of five criteria (price, timeliness, reliability, equipment systems, and customer service) from a customers’ perspective. The results of the research indicate that operational improvements should be considered to activate TSR multimodal transport for northern logistics routes from the perspective of Korean shippers. Specific findings show that balanced development strategies are needed for logistics routes that have not yet been significantly activated, while implying that logistics costs could be reduced initially to satisfy shippers. This study presents an operational strategy for LSPs using the TSR in northern logistics through IPA methods. Furthermore, this research can help policymakers propose specific policies to revitalize the northern logistics of Korean logistics companies and to provide incentive supports for shippers.

The purpose of this study is to investigate whether the earnings surprise influences decision to make earnings announcements during or after the trading hours is influenced by the earnings surprise resulting from the difference between consensus earnings estimates and the actual reported earnings.

Event study methodology was employed to test the hypotheses relating to earnings surprise and timing of earnings announcements. Twelve quarterly earnings announcements of 30 companies, drawn from BSE SENSEX of India, were studied to test the hypothesized relationships.

The study has found statistically significant differences in the market responses to the earnings announcements made during and after the trading hours. The market demonstrated a negative response to the earnings announcements made after the trading hours. Further, the results of the logistic regression have shown that the presence of significant earnings surprises is likely to induce firms to make earnings announcements after the trading hours. The results indicate that those firms that intend to reduce the overreaction and underreaction to earnings surprises are likely to make earnings announcements after the trading hours.

This paper highlights the market response to the earnings announcement made during and after the regular trading hour. Further, the paper examines if the earnings surprise influences the decision to announce the results.

This paper explores travel motivations and characteristics of European ecotourists who visit ecolodges in desert areas of Iran. It also evaluates 26 ecolodge attributes from the perspective of the European patrons.

Different methods were adopted for the aim of this study, comprising the importance-performance analysis technique and a questionnaire survey.

A survey of 386 patrons in 12 selected ecolodges found that most European ecotourists were middle-aged to old adults (36–65 years old) and highly educated who traveled with their spouses or friends. Ecotourists generally stayed in ecolodges for 2–5 days to learn and explore nature and be in the wilderness and undisturbed nature. This study also showed that the ecolodges are successful to a large extent, yet they need to focus more on their services and facilities.

Due to the significance of international tourists for the economy, decision-makers and managers must learn about tourists' motivations and travel satisfaction to be able to compete against their rivals in the marketplace. The result of this study may help the owners and managers of ecolodges in desert areas understand the needs and priorities of European tourists.

This study expanded the existing literature of motivations and satisfaction of tourists in the ecolodge industry.

This study aims to deal with the paucity of studies in the stages of the development of loyalty behaviour of customers in the healthcare context by incorporating three crucial service quality dimensions (physical environment, personnel quality and technical quality) and also investigating trust and commitment as mediating factors.

Survey data were obtained from 420 respondents admitted to government hospitals in Kerala employing a convenience sampling method. The formulated hypotheses were tested using partial least square structural equation modelling.

Results indicate that patient satisfaction, trust and commitment can create favourable behavioural intentions amongst patients. When patients reveal higher trust, they are more inclined to value healthcare services and willing to commit to a long-term relationship, resulting in increased patient loyalty.

Organisational efforts should improve trust and commitment and build a good relationship between service providers and patients. Efforts should be taken to raise the standard of technical and personnel aspects, and a focus on physical infrastructure should also be considered to build a favourable behavioural intention to revisit and positive referrals.

This is the first empirical study to analyse technical quality, personnel quality and physical environment along with the mediating effect of trust, and commitment in a four-stage loyalty development model in the healthcare context of Kerala, India.

Understanding farmers’ perceptions of how the climate is changing is vital to anticipating its impacts. Farmers are known to take appropriate steps to adapt only when they perceive change to be taking place. This study aims to analyse how African indigenous vegetable (AIV) farmers perceive climate change in three different agro-climatic zones (ACZs) in Kenya, identify the main differences in historical seasonal and annual rainfall and temperature trends between the zones, discuss differences in farmers’ perceptions and historical trends and analyse the impact of these perceived changes and trends on yields, weeds, pests and disease infestation of AIVs.

Data collection was undertaken in focus group discussions (FGD) (N = 211) and during interviews with individual farmers (N = 269). The Mann–Kendall test and regression were applied for trend analysis of time series data (1980-2014). Analysis of variance and least significant difference were used to test for differences in mean rainfall data, while a chi-square test examined the association between farmer perceptions and ACZs. Coefficient of variation expressed as a percentage was used to show variability in mean annual and seasonal rainfall between the zones.

Farmers perceived that higher temperatures, decreased rainfall, late onset and early retreat of rain, erratic rainfall patterns and frequent dry spells were increasing the incidences of droughts and floods. The chi-square results showed a significant relationship between some of these perceptions and ACZs. Meteorological data provided some evidence to support farmers’ perceptions of changing rainfall. No trend was detected in mean annual rainfall, but a significant increase was recorded in the semi-humid zone. A decreasing maximum temperature was noted in the semi-humid zone, but otherwise, an overall increase was detected. There were highly significant differences in mean annual rainfall between the zones. Farmers perceived reduced yields and changes in pest infestation and diseases in some AIVs to be prevalent in the dry season. This study’s findings provide a basis for local and timely institutional changes, which could certainly help in reducing the adverse effects of climate change.

This is an original research paper and the historical trends, farmers’ perceptions and effects of climate change on AIV production documented in this paper may also be representative of other ACZs in Kenya.