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Impact of failure severity levels on satisfaction and behavior: from the perspectives of justice theory and regulatory focus theory
No full textInternational audiencePurpose This study aims to investigate the moderating role of low and high failure severity levels on recovery satisfaction and on behavioral intentions through recovery satisfaction. This research adopted justice theory and regulatory focus theory to provide further explanations on the inconsistencies in the extant literature regarding service failure and responses to service recovery. Design/methodology/approach This study applied a scenario-based experimental design of two (perceived justice: low vs high) by two (failure severity: low vs high) between-subjects factorial design. Data was collected from 237 mobile phone users recruited via convenience sampling. This study examined the hypothesized relations using Hayes (2018) PROCESS macro version 4.0. Findings Perceived justice had a higher positive effect on recovery satisfaction at a high failure severity level. The direct effect of perceived justice on behavioral intentions was significant and positive only at a high level of failure severity, whereas the indirect effect of perceived justice on consumers’ positive behavior through recovery satisfaction was more positive at a high level of failure severity. Research limitations/implications Justice theory and regulatory focus theory can be used to explain how a well-implemented recovery effort can offset losses that are caused by a highly severe service failure leading to satisfaction and positive responses. However, as this study was conducted within a telecommunication service context, this research needs to be replicated in other areas, including the use of other data collection methods and measurement of consumers’ regulatory focus orientation. Practical implications The findings of this study provide managers with valuable insights into the allocation of service providers’ resources for recovery actions according to consumers’ perceived severity levels to regain consumer satisfaction and continued positive behavioral intentions. Originality/value Past research on the effect of failure severity levels on recovery satisfaction and consumers’ positive behavioral intentions is scant, and those studies that examined severity levels have shown conflicting results. This study attempted to advance the research by examining the relationship between perceived justice, recovery satisfaction and behavioral intentions at low and high failure severity levels using justice theory and regulatory focus theory. None of the theories have been examined concurrently in the service failure and recovery framework
WeChat Moments Among International Students :: Building Guanxi Networks in China
No full textInternational audienceChina is a collectivist nation that varies socially and culturally from most Western countries. Recently, the country has been an attractive destination for international students. A contemporary digital platform such as WeChat Moments (WMs) is a leading social media platform among locals and international students to communicate and interact in cross-cultural settings for various purposes, including maintaining friendships and establishing new social capital. Prior research has overlooked the beneficial effects of such domestic social media platforms on international students in China, especially for strengthening their existing friendship quality and guanxi networking. Based on the self-disclosure theory, this study examines the relationship between international students’ WMs use intensity, online self-disclosure, closeness to friends, and guanxi network building using data from 445 international students employing structural equation modeling. This study reveals that WMs use has a substantial effect on the formation of guanxi networks and that online self-disclosure mediates the connection between WMs use and friendship closeness and guanxi network building. Several theoretical and practical recommendations are provided in the context of the guanxi network
Introduction to the special issue on the role of operational research in future epidemics/ pandemics
No full textInternational audienceIn this special issue, 23 research papers are published focusing on COVID-19 and operational research solution techniques. First, we detail the process from advertising the call for papers to the point where the best papers are accepted. Then, we provide a summary of each paper focusing on applications, solution techniques and insights for practitioners and policy makers. To provide a holistic view for readers, we have clustered the papers into different groups: transmission, propagation and forecasting, non-pharmaceutical intervention, healthcare network configuration, healthcare resource allocation, hospital operations, vaccine and testing kits, and production and manufacturing. Then, we introduce other possible subjects that can be considered for future research
Efficiency of multinational banks: Impacts of geographic and product loci
No full textInternational audienceThis paper explores geographic diversification strategies’ impact on multinational banks’ operational performance within the context of research on globalization and regionalization. We employ a sample of the 49 largest banks from 16 European countries from 2011 to 2018 and proxy operational performance by technical efficiency. We find the impact of geographic diversification on operational performance depends on the locus of geographic diversification—home-regional vs. inter-regional—and the interplay between geographic diversification and banks’ functional focus. More specifically, home-regional diversification together with a concentration on non-interest income-generating activities, including fee and commission and trading income, worsens performance, and diversification across regions alongside a focus on non-interest income-generating activities improves performance. Distinct product characteristics’ ability to facilitate different regional dispersions has important managerial implications for enhancing the success of geographic diversification strategies, a central but unresolved issue in global banking
Cross-border mergers and acquisitions by emerging country banks: What do acquisition premiums tell us?
No full textInternational audienceOur knowledge of international expansion motives and strategies of emerging country banks (ECBs) is limited. Using a worldwide sample of cross-border mergers and acquisitions (CBMAs) and a mixed model, we explore firm- and country-level determinants of acquisition premiums. We show that the effects of target bank and target country characteristics on premiums are contingent on the acquirer’s home country: emerging vs. advanced. More specifically, compared to advanced country acquirers, ECBs pay lower premiums for targets that are: (i) more efficient; (ii) offering better functional diversification opportunities; and (iii) based in markets with higher growth prospects or better institutional development levels. Furthermore, state-owned ECBs pay higher premiums. Our findings suggest that CBMAs undertaken by ECBs might not be motivated by competence-enhancing strategies while being less sensitive to the target country’s institutional development
Systemic risks in the cryptocurrency market: Evidence from the FTX collapse
No full textInternational audienceThe crypto market has experienced several serious crises in recent years, the most contemporary being the collapse of Terra and then FTX. Despite common belief that these could imply the end of the crypto era, our analysis highlights no significant increases and decreases in systemic risk and liquidity, respectively
The impact of economic policy uncertainty on sustainability (ESG) performance: the role of the firm life cycle
No full textInternational audiencePurpose This study investigates the impact of economic policy uncertainty (EPU) on corporate sustainability [environmental, social and governance (ESG)] performance and aims to explore whether uncertainty-induced sustainability performance is influenced by the firm's life cycle (LC). Design/methodology/approach The study uses data from European non-financial firms listed during the period from 2002 to 2022 to extend the nascent literature regarding EPU and sustainability performance while applying a dynamic panel data regression analysis (Generalized Method of Moments - GMM System) on 11,462 firm-year observations of 1,869 European firms. Findings The authors find overwhelming evidence that policy uncertainty affects the sustainability performance of European firms. The firms restrict their environmental and governance-related activities and address immediate issues to survive during periods of high EPU. Conversely, the firms increase their social engagements to decrease uncertainty-induced information asymmetry. The authors' results show that the intensity and type of sustainability performance are also influenced by the firm's LC. The results imply that board gender diversity (BGD) increases while power concentration with the chief executive officer (CEO) decreases sustainability performance. Practical implications These findings have important implications for policymakers, potential investors, firm management and other stakeholders given the firms' access to resources and preferences to encounter uncertainty vary across different LC stages. Originality/value To the best of the authors' knowledge, this is the first study that investigates the role of the firm's LC in the relationship between policy uncertainty and sustainability performance in the European context
Resolving learning paradoxes within a UK new-build housebuilder
No full textInternational audienceThe build quality of new UK homes is negatively affected by poor quality management practices during the construction process. By implementing stringent quality management (QM) standards, housebuilders can improve build quality but implementing these organization-wide changes relies on housebuilder staff, designers and sub-contractors learning new working practices. This paper explores the tensions which emerge within housebuilders, as they implement new QM procedures. A longitudinal qualitative case study was conducted, where time was spent with housebuilder staff in three regional offices, two years apart. Methods include participant observation, semi-structured interviews and a review of organizational documentation. The findings highlight several learning paradoxes which arise at different stages of the housebuilding process and show how actors manage (or cope with) these paradoxes through their daily practices. This includes processes of simplifying and applying, improvising and problem-solving and aggregating and analyzing. Whilst these either-or approaches enable staff to resolve the immediate tensions that arise from different organizational processes, they often fail to meet longer-term learning objectives, detrimentally affecting build quality over time. Without structural changes to the way volume housebuilders annually report to both the UK Government and their shareholders, organizations in the UK housebuilding sector face challenges in reconciling different learning processes
Working in a bubble: techno-isolation as an emerging techno-stressor in teleworkers
No full textInternational audienceThe purpose of this study is to investigate existing and emerging technology-driven stressors using the transactional model of stress and coping (TMSC). Design/methodology/approach In-depth semi-structured interviews with 36 professionals were performed to obtain qualitative data to explore emerging techno-stressors. The findings were validated a year into the pandemic with human resource (HR) professionals. Findings The authors identify a previously unreported techno-stressor, Techno-Isolation (TIS), which arises from a heavy dependence on information communication technologies for professional social interactions. Additionally, several considerations of interaction characteristics are identified that, based on the platform used, affect the experience of TIS, further expanding the TMSC with the addition of medium-interaction compatibility. The authors present a testable model and discuss implications. Originality/value This study identifies three new information communication technology (ICT)-based antecedents leading to a new techno-stressor, as well as the importance of medium-interaction compatibility in the experiences of stressors as strains. The authors discuss how these elements fit with and extend the existing stress literature
Why common job demands are challenging for individuals with mental illness: the interaction of personal vulnerability factors and ableist norms
No full textInternational audiencePurpose Drawing on the job demands-resources (JD-R) model, this study aims to examine which job demands individuals with diagnosed mental illness perceive to be most challenging as they navigate the workplace, why this is the case and which resources individuals tend to mobilize to meet these demands. Design/methodology/approach The authors draw on 257 qualitative surveys filled out by individuals with mental illness in various parts of the world. Findings The findings show that job demands that are common in today's workplace such as a high workload and a stressful environment are considered challenging by individuals with mental illness. Further, the authors show that this is the result of the ideal worker norm consisting of the need to be a steady performer that is confident, resilient and social with which the performer cannot comply on the one hand and the particularities of this population, such as performers' self-perceived low self-esteem, sensitivity to stress, fluctuating symptoms and difficulties with the social aspects of organizational life on the other hand. Originality/value The study points to the unique challenges of individuals with mental illness in the workplace and highlights the role human resource management (HRM) can play in providing support to allow this population to meet the demands of one's job more easily and thrive at work