Using reputation for corporate sustainability to tackle banks digitalization challenges

The new landscape in the financial sector, characterized by fierce competition and the entrance of new technological players, has forced banks to speed up their digital transformation. However, for banks, digitalization entails challenges that can hinder the potential benefits and compromise their survival. In this context, we argue that the reputation generated by corporate sustainability (RCS) may offset these digitalization drawbacks. In particular, we find that the combination of RCS and digitalization facilitates in transforming the organizational nature of banks by simultaneously narrowing their boundaries and expanding their scope. We empirically confirm our hypotheses by analyzing a panel of 110 multinational banks from developed countries.     

When gamification backfires: the impact of perceived justice on online community contributions

ABSTRACT

While online communities may enhance firm performance, they commonly fail to retain members. To address this challenge, scholars and managers call for the use of gamification. However, despite gamification’s growing use in online communities, insight into its effect on member experience and behaviours remain limited. We hypothesise that gamification affects member-perceived distributive and procedural justice. In experimental studies, we assess the impact of in-gamification perceived justice on member contributions. We find that while high in-gamification perceived procedural justice acts as a necessary prerequisite for member contributions, high distributive justice can reduce game-related uncertainty, thereby rendering gamified practices less fun, particularly for low-engaged community members that tend to value rewards. We add to the literature by (a) pinpointing the core role of perceived justice in the persistence of online communities, and (b) unveiling that high distributive justice can lead gamification to backfire in online communities by affecting member experience and contributions.     

Engaged,but with what? Objects of engagement in technology-aided B2B customer interactions

ABSTRACT

Using new technologies in customer interactions is a popular way of trying to increase customer engagement. It is, however, unknown how such efforts by marketers’ affect engagement, and particularly to what that engagement relates to. By analysing interview and observation data, the engagement manifestations of customers of a B2B company using virtual-reality technology were studied. The results show that customer engagement can be targeted at not only brands or firms but also the service the firm offers or the technology that enables the service. It is argued that the different objects of engagement can coexist and support each other but engagement with the firm is less susceptible to fluctuations. Marketers should be aware of what triggers customer engagement and what it is targeted at.     

Corporate social responsibility in international hotel chains and its effects on local employees: Scale development and empirical testing in China

This study aims to investigate the corporate social responsibility (CSR) practices of international hotel chains operating in China and their effects on local Chinese employees. As CSR practices vary across countries and contexts, this study developed a scale of CSR metrics, which was based on CSR reports published by international hotel chains in China and a comprehensive literature review. Subsequently, the proposed model, which depicts the relationships between CSR practices and local employee work metrics, was tested with a PLS-SEM. Multiple phases of qualitative and quantitative investigations of 2451 local Chinese employees of international hotel chains allowed for validating a formative construct of CSR with four dimensions: environment protection, employee wellness, business ethics, and customer wellness. The PLS-SEM results confirmed the significant effects of CSR practices of international hotel chains in China on local Chinese employee engagement, commitment, job satisfaction, and organizational citizenship behaviors. Theoretical and practical implications are presented.     

The power of the pen: Handwritten fonts promote haptic engagement

Consumers are increasingly bombarded with merchandise and offers, making clear the need for visually distinctive and sensorially engaging product packaging design. The current research demonstrates that the use of handwritten fonts on product packaging elicits an approach tendency and enhances haptic engagement, which influences product evaluation and choice likelihood. A pilot study quantifies the use of handwritten fonts in four grocery product categories to establish that the study of handwritten fonts as a packaging design element is a worthy one with managerial significance. Four experiments are then presented. Studies 1 and 2 use real products to show that a product label with a handwritten (vs. typewritten) font elicits haptic engagement and, enhanced product evaluations (Study 2). Study 3 identifies a boundary condition such that the focal effect is observed only for benign (safe and enjoyable) product categories, but not for risky (unsafe and dangerous) ones. Study 4 relies on a simulated store setup with actual products to illustrate the differential preference for products with a handwritten (vs. typewritten) font when choosing between brands in a benign (vs. risky) product category.     

Assessing the influence of goal pursuit and emotional attachment on customer engagement behaviors

This study draws on customer-dominant logic and self-expansion theory to examine the drivers of customer engagement behaviors in the context of emerging online interest communities. The engagement behaviors seen in online communities are operationalized into four types: augmenting, co-developing, influencing, and mobilizing. Goal pursuit (gratifying-the-self, enabling-the-self, and enriching-the-self) and emotional attachment to the community are found to be the key antecedent factors of these behaviors. The attainment of gratifying-the-self has a direct influence on these behaviors, whereas the attainment of enabling-the-self and enriching-the-self influences them via emotional attachment to the community.     

Our Collaborative Future: Activities and Roles of Stakeholders in Sustainability‐Oriented Innovation

While stakeholders have long been at the forefront of sustainable development debates, the emphases have tended to be on different stakeholder pressures, or managing stakeholder expectations about controversial issues. In this paper we bring a fresh direction to these debates and ask in what ways different stakeholders can contribute to sustainable innovation in firms. Based on 80 semi‐structured interviews, we conduct a fine‐grained qualitative analysis of stakeholder activities in sustainability‐oriented innovation (SOI) processes in 13 different companies across Europe. Our analysis identifies eight roles that stakeholders play in SOI processes: stimulator, initiator, broker/mediator, concept refiner, legitimator, educator, context enabler and impact extender. More traditional roles such as legitimator and educator are less common in our cases. However, emerging roles such as stimulator, concept refiner, context enabler and impact extender are clearly identifiable and could be particularly valuable for SOI. We enhance a collaborative perspective of stakeholder theory, finding that stakeholders can play highly collaborative and proactive roles, and argue that secondary stakeholders may actually be more relevant for SOI than primary stakeholders. Copyright © 2017 John Wiley & Sons, Ltd and ERP Environment     

Contrasting Developments in UK Energy Regulation: Retail Policy and Consumer Engagement

This article explores the role of regulation as a supporting institution for an energy market. Two aspects are examined: first, the role of regulation in promoting a competitive market for the retail supply of energy, and second, the role of regulation in providing access to the transmission and distribution networks, assumed to be monopolies, that provide services for the retail suppliers. UK regulation promoted retail energy competition until 2008, but in that year changed direction, and since then has been restricting retail competition. In contrast, UK regulation since 2008 has encouraged more customer engagement in the network part of the energy sector. This offers the prospect, at least, of the emergence of a form of competition and choice in the process of setting price controls.     

Air route suspension: The role of stakeholder engagement and aviation and non-aviation factors

This study provides insight into how aviation and non-aviation factors affect the decision to suspend air routes. Using examples from Australian domestic routes, the paper analyses the business relationships and negotiation processes followed by airports, airlines, and destination management organizations (DMOs) to avoid air route suspensions. Data were collected through semi-structured interviews with key aviation and tourism stakeholders directly impacted by suspended routes. The outcomes of this paper demonstrate that while most of the major reasons for air route suspension in Australia are mentioned in existing literature and are linked to demand, other factors have not previously been deeply investigated, including how stakeholders can be involved to avoid air route suspension. The paper also explores and identifies strengths and weaknesses in the relationship among airlines, DMOs and airports.