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Do Google Reviews matter for doctors? Unpacking online emotional accountability on a digital platform
No full textInternational audienceThe emergence of publicly available online feedback has prompted inquiries into the evolving context of professional evaluation, especially in the healthcare sector. Drawing on Illouz's critical theory of emotional capitalism, this article unravels whether and how patients' Google feedback changes the way doctors are held accountable. We draw on a qualitative analysis of Google's patient feedback that is combined, when available, with doctors' responses, coupled with 13 interviews with medical professionals and members of their administrative staff. Our contributions lie in conceptualising this Google online feedback as a form of 'online emotional accountability', a crucial characterisation that extends the current understanding of the phenomenon of online feedback for professionals. It sheds new light on a pivotal shift in which informal discussions about doctors' behaviour and patients' emotional satisfaction are made publicly available, placing professionals-especially doctors-under public scrutiny not only for their expertise but also for their role in managing the diverse emotional needs and expectations of their patients. Our findings uncover four critical implications of this online emotional accountability from a doctors' perspective: (1) the feigned indifference; (2) the critiques of the commodification of medical work; (3) the potential competing goals between achieving patient emotional satisfaction and respecting professional ethics; and (4) the challenges of addressing patients' feedback under public scrutiny.L'émergence des retours en ligne accessibles au public a suscité des interrogations sur le contexte évolutif de l'évaluation professionnelle, notamment dans le secteur de la santé. En s'appuyant sur la théorie critique du capitalisme émotionnel d'Illouz, cet article examine si et comment les avis des patients sur Google modifient la manière dont les médecins sont tenus responsables. Nous nous appuyons sur une analyse qualitative des retours des patients sur Google, combinée, lorsque cela est possible, aux réponses des médecins, ainsi que sur 13 entretiens avec des professionnels médicaux et des membres de leur personnel administratif. Nos contributions résident dans la conceptualisation de ces retours en ligne sur Google comme une forme de « responsabilité émotionnelle en ligne », une caractérisation cruciale qui élargit la compréhension actuelle du phénomène des retours en ligne pour les professionnels. Cela apporte un nouvel éclairage sur un changement pivot où les discussions informelles concernant le comportement des médecins et la satisfaction émotionnelle des patients sont rendues publiques, plaçant les professionnels—en particulier les médecins—sous le regard public non seulement pour leur expertise, mais aussi pour leur rôle dans la gestion des divers besoins émotionnels et des attentes de leurs patients. Nos résultats révèlent quatre implications critiques de cette responsabilité émotionnelle en ligne du point de vue des médecins : (1) l'indifférence feinte ; (2) les critiques de la marchandisation du travail médical ; (3) les objectifs potentiellement concurrents entre la satisfaction émotionnelle des patients et le respect de l'éthique professionnelle ; et (4) les défis liés à la prise en compte des retours des patients sous le regard public
Surface Acting Loss Spirals : Getting Unstuck With Recovery Activities
No full textInternational audienceIn service work, emotional labor is primarily performed by surface acting (modifying expressions) and deep acting (modifying moods). Deep acting is clearly more effective for performance and less costly to health, raising the question—why do employees use the less effective strategy of surface acting? Conservation of resources theory suggests that when employees lack sufficient energy resources, they are more likely to conserve resources and rely on less effective surface acting, which creates future resource loss (i.e., a loss spiral). We test this spiral prediction, while also integrating the effort-recovery model to propose after-work activities as a means of slowing resource loss spirals. Across two experience sampling studies of full-time service workers, we find support for a resource loss spiral through surface acting in Study 1 and partial support in Study 2. Further, low-effort activities like relaxing after work allowed employees to slow the loss spirals from surface acting in both studies. We conclude that the “poor get poorer” (maintaining surface acting) over time, whereas recovery after work effectively breaks the loss spiral of surface acting. Our study expands theoretical understanding of the resource-based view of emotional labor and practical advice for how to replenish workers' resources over time.<br /
Convivial circularities for degrowth : The case of upcycling
No full textInternational audienceThis study illustrates a critique of circular fashion practices using empirical insights from upcycling to highlight its potentials and limits for a degrowth transition in circular fashion. Acknowledging valuable marketing research on the motivations, benefits, and challenges of consumer upcycling, we investigate the often-overlooked domain of institutional upcycling practices, through interviews with diverse industry actors and secondary data analysis. Our analysis advances critical and theoretical debates on degrowth and circular fashion by examining how the socio-ecological value of upcycled waste is realized through institutional upcycling practices. Accordingly, we elucidate the emerging dynamics of degrowth circularity, demonstrating how these dynamics challenge and expand the degrowth principle of conviviality. Findings articulate the diverse convivialities necessary for a degrowth transition in circular fashion. Specifically, we highlight neo-material and more-than-human relationality as essential organizing principles of conviviality for degrowth circularity.<br /
Experiential Narratives in Marketing: A Comparison of Generative AI and Human Content
No full textInternational audienceAs generative AI technologies advance, understanding their capability to emulate human-like experiences in marketing communication becomes crucial. This research examines whether generative AI can create experiential narratives that resonate with humans in terms of embodied cognition, affect, and lexical diversity. An automatic text analysis reveals that while reviews generated by ChatGPT 3.5 exhibit lower levels of embodied cognition and lexical diversity compared with reviews by human experts, they display more positive affect (Study 1A). However, human raters struggle to notice these differences, rating half of the selected reviews from AI higher in embodied cognition and usefulness (Study 1B). Instances of hallucination in AI-generated content were detected by human raters. For social media posts, the more sophisticated ChatGPT 4 model demonstrates superior perceived lexical diversity and leads to higher purchase intentions in unbranded content compared with human copywriters (Study 2). This paper evaluates the performance of large language models in generating experiential marketing narratives. The comparative studies reveal the models’ strengths in presenting positive emotions and influencing purchase intent while identifying limitations in embodied cognition and lexical diversity compared to human-authored content. The findings have implications for marketers and policymakers in understanding generative AI’s potential and risks in marketing
Coinvestment games under uncertainty
No full textNational audienceThere are many business situations in which investments by a supplier and a producer (“coinvest-ments") are both necessary for either of them to grasp a business opportunity. For instance, better quality tanks are needed to manufacture reliable hydrogen-powered vehicles. One of these two firms, typically the one facing a lower cost, may be more willing to invest, but the cautionary attitude of the other delays the coinvestment. We model supply-chain interactions in a classical tractable way to derive the firms’ net present values (NPVs) upon coinvestment and determine their Nash equilibrium investment (timing) strategies. Firms coinvest when the real options of the weaker firm is ‘deep in the money.’ These business situations are likely to be affected by evolving market circumstances, in particular due to changes in the demand dynamics or endogenous decision (by, say, the supplier) to conduct research and development (R&D). We investigate related model extensions, which confirm the robustness of our key result
Should I stay or should I go? How app affordances, psychological needs and engagement types shape the path to healthy eating behaviors
No full textInternational audienceEngagement with nutritional apps is studied with a mixed-method approach: (1) a qualitative study (n=33) explores the link between affordances and several engagement types; (2) a survey (n=518) via regressions and fsQCA establishes combinations of affordances fulfilling psychological needs (autonomy, relatedness, competence) associated with engagement types and improved food behavior
Luxury brand personality: the phenomenon of Taylor Swift
No full textInternational audiencePurpose This purpose of the study is to examine whether Taylor Swift meets the criteria of a luxury brand and how this perception contributes to the evolving understanding of the concept of “new luxury.” It is also explores how luxury brands can effectively leverage personal branding to strengthen brand legitimacy and differentiation. More specifically, this study discusses the perceived brand personality from the viewpoint of Gen Z fans of Taylor Swift. Design/methodology/approach This study adopted a grounded theory qualitative method approach to data collection and analysis. A sample of 34 Gen Z self-proclaimed Taylor Swift fans participated in semi-structured interviews. Findings Findings show that Taylor Swift adeptly merges an understated luxury strategy, characterized by her rather modest and humble persona, with an elitist approach, cultivating a sense of exclusivity among her fans. Responses have shown that Taylor Swift has added a layer to “new luxury” by making it “selectively aspirational,” where insider knowledge defines status rather than price alone. The phenomenon of Taylor Swift also demonstrates that a key strategy for building brand legitimacy among Gen Z is personal storytelling centered around life-defining experiences of the brand persona. Originality/value Taylor Swift’s transformation into a luxury brand is a striking example of effective personal branding. The transferable learnings provide insightful lessons for luxury brands on constructing powerful personal brands as a cornerstone for future growth
Solving normative conflicts in collective action by promoting redistribution
No full textHeterogeneous returns from contributions to a public good create a normative conflict between equality and efficiency. In a laboratory experiment, we proposed an indicative menu of contribution principles, including one featuring a decentralized redistribution mechanism ensuring earnings equality in exchange for fully efficient contributions. Although a majority of individuals, when in the position of an impartial observer, considered this principle to be the most appropriate and expected others to agree, they failed to act on it. Designating a leader who endorsed this principle and made non-binding recommendations enabled a majority of groups to adopt it successfully. This resulted in full contributions and earnings equalization through redistribution from advantaged to disadvantaged members, effectively resolving the conflict.</div
Generative AI and Empirical Research Methods in Operations Management
No full textGenerative Artificial Intelligence (Gen-AI) is arguably the fastest-adopted technology in history (Mariani and Dwivedi 2024). Like past transformative technologies—such as computers and the Internet—Gen-AI brings new opportunities and challenges to research. However, its distinctive features may result in an adoption pattern and impact that differ from those of earlier technologies. Anthony et al. (2023) offered a novel perspective on studying AI. Traditionally, technologies are viewed either as tools to improve performance or as mediums to enhance collaboration; however, AI can be seen as a counterpart or an agent interacting with human agents (c.f. Bendoly et al. 2024; Angelopoulos et al. 2023). Along these lines, the popular press has already labeled Gen-AI models as a “superhuman research assistant” in the research process (The Economist 2023). With the formation of such hybrid teams in research, it is more critical than ever to define the roles of team members
OM Forum-Barriers to Implementing Diversity, Equity, and Inclusion (DEI) Programs in Supply Chains: Lessons from Comparing Public and Private Firms
No full textProblem definition: This OM Forum article explores the barriers hindering the implementation of diversity, equity, and inclusion (DEI) programs in supply chains by analyzing the DEI performance of publicly traded and privately held companies. Whereas the importance of DEI in supply chain management is widely acknowledged, publicly traded and privately held companies exhibit a notable gap in achieving DEI goals. Methodology/results: This article explores the factors that enabled publicly traded companies to be relatively more successful with DEI implementation and provides insights into how privately held companies can improve their DEI performance. We highlight the role of transparency in driving positive DEI change in publicly traded companies, which are also more likely to benefit from DEI initiatives because of their greater access to the resources required for implementation and a higher degree of customization. We describe additional barriers to DEI implementation, by which the differences between company types are less certain. These barriers include unawareness of or skepticism about the benefits of DEI programs in supply chains, internal opposition from advantaged groups, and the geographical scope of operations. Managerial implications: By addressing these barriers, privately held companies can create more inclusive and equitable supply chains that benefit all stakeholders