Customer orientation,engagement, and developing positive emotional labor

Frontline employees must deal on a daily basis with emotionally demanding customer interactions. Such interactions, when coupled with organizational directives to focus upon exemplary customer service, can prompt employees to express feelings and emotions that are not genuine. Such ‘surface acting' has been found to create stress in frontline personnel, but an understanding of how this negative aspect of emotional labor may be minimized is lacking in the services literature. How a frontline employee's individual attributes might interact with a service work context to build deep, as opposed to surface, acting is the current focus. Applying job demands–resources theory, this study investigates how a frontline employee's customer orientation helps to develop positive work engagement, even in the face of contextual demands. Engagement is then linked positively to the beneficial behavior of deep acting which, in contrast to surface acting, has been identified as a less stressful form of emotional labor.     

Examining Organic Food Purchases and Preferences Within Jordan

Continuing economic development in Jordan provides potential food marketing opportunities as a new group of prospective value-added food product consumers emerges. The growing demand for high-value foods such as organically produced items also provides a new potential value-added market for Jordanian farmers. No studies to our knowledge have examined consumer preferences toward organic food items within Jordan. This study provides an initial attempt to fill this knowledge gap by examining the market for organic food items from a demand perspective in order to increase the knowledge available to Jordanian farmers, food processors, and retailers.     

Consumer Ethics in the European Union: A Comparison of Northern and Southern Views

There is a growing interest in understanding consumer ethical actions in relation to their dealings with firms. This paper examines whether there are differences between Northern and Southern European Union (EU) consumers' perceptions of ethical consumer behaviour using Muncy and Vitell's (1992) Consumer Ethics Scale (CES). The study samples 962 university students across four Northern EU countries (Germany, Denmark, Scotland, The Netherlands) and four Southern EU countries (Portugal, Spain, Italy, Greece). Some differences are identified between the two samples, which might question the ability of organisations to consider the EU as one homogeneous market.     

The projected costs and benefits of water diversion from and to the Sultan Marshes (Turkey)

The Sultan Marshes in the Develi Basin, Anatolia, one of twelve internationally important wetlands of Turkey, have been severely affected by the construction of an irrigation project in 1988. Intensive use of surface and ground water in irrigation has caused more than a 1 m decline in water levels and has affected the wetlands' ecological characteristics. Previous studies indicate that Sultan Marshes will need more water to restore viable ecological conditions. In this study, we analyze how economic benefits from agriculture and wetlands would be affected if moderate amounts of water were diverted from agriculture back to wetlands in the Develi Basin. By estimating total and marginal costs and benefits associated with water diversions, we determined the optimum or economically-efficient amount of water diversion. When only direct-use values of the wetland (animal grazing, plant harvesting, and ecotourism) were included in the analysis, the optimum amount of water diversion to the wetlands was found to be 5.2 million m³ year^− 1 (165 L sec^− 1), which compares to about 62 million m³ year^− 1 (1,957 L sec^− 1) used in irrigation. When wastewater treatment benefits (an indirect-use value) were added, the optimum amount rose to 7 million m³ year^− 1. Overall, the analysis showed that water diversion from agriculture to the Sultan Marshes is economically preferable.     

Knowledge management in technology-focused firms in emerging economies: Caveats on capabilities,networks, and real options

In mature economies, technology-focused industries and the management of knowledge are widely viewed as critical to success. Increasingly, in emerging economies technology-focused industries and the management of knowledge are also viewed as important. To date, however, little is known about such activities in emerging economies. Particularly, it is not understood how knowledge management can impact efforts for corporate renewal in such environments. The literatures of the resource-based view of the firm, social capital/network theory, and real options theory are vital to providing insights for technology-focused industries and the management of knowledge in mature economies. In this paper we focus on the caveats when applying such theoretical foundations to emerging economies. To illustrate these issues we will draw on the largest emergent economy in the world, China.

Platform market competition with endogenous side decisions

This paper develops a framework to analyze platform competition in two‐sided markets in which agents endogenously decide on which side of a platform to join. We characterize the equilibrium pricing structure and perform a comparative statics analysis on how the distribution of agents’ preferences affects the platforms’ profits. We also show that the market equilibrium under profit‐maximizing platforms leads to the first best social surplus, which illustrates the importance of the price mechanism to induce more balanced participation across the two sides. This framework can be applied to analyze market competition for “rental” or “sharing” platforms. In addition, we extend our analysis to consider an initial investment stage, which makes participants the owner of some durable goods to rent out.     

Reducing Employee Turnover Intention Through Servant Leadership in the Restaurant Context: A Mediation Study of Affective Organizational Commitment

Building on a social exchange theory, our model explains how an employee’s perception of servant leadership affect frontline restaurant employees’ turnover intention. Data were collected from 213 frontline restaurant employees in United States. The structural equation modeling findings support our hypothesized model and indicate that affective organizational commitment fully mediated the relationship between the employee perception of servant leadership and turnover intention. This article includes discussions of the theoretical and managerial implications of the findings.