The role of explanations and metadiscourse in management responses to anger-reviews versus anxiety-reviews: The mediation of sense-making

Management response (MR) has become a popular intervention for hotels to manage customer reviews on social media platforms. This article introduces two important linguistic features of MR content—metadiscourse and explanation—and investigates their effectiveness in addressing negative reviews. It also examines how hotels customize MRs using different linguistic features according to different emotions in reviews. Based on a field investigation of large-scale TripAdvisor data and an experimental study, we demonstrate that explanations outperform metadiscourse for anxiety-reviews, whereas metadiscourse is more effective than explanations for anger-reviews. Moreover, their relative effectiveness is mediated by consumers’ sense-making process. Using explanations for anxiety-reviews and metadiscourse for anger-reviews facilitates sense-making, whereas using explanations for anger-reviews and metadiscourse for anxiety-reviews impedes it. This research enriches current understanding of MR effects and provides the hospitality industry with important guidelines for formulating effective MRs and social media marketing practices.     

Effect of disruptive customer behaviors on others' overall service experience: An appraisal theory perspective

Drawing upon the appraisal theory, this study proposes and tests a conceptual model to delineate customers’ evaluative process of disruptive customer behaviors in a shared service environment (e.g., theme parks, airplanes, restaurants). Using a scenario-based online experiment, two sets of data were collected from U.S. customers and analyzed by a series of regression analyses. Findings suggest that customers go through a systematic evaluative process of primary appraisal (e.g., congruence and relevance) and secondary appraisal (e.g., cognitions and emotions), which results in the development of coping behaviors (e.g., active and passive coping). Cognitions are found to have direct influences on passive and active coping. Perceived powerlessness, perceived betrayal, and perceived identity threat are identified as critical cognitions. Negative emotions are found to result in active coping. Primary appraisal (e.g., congruence and relevance) either directly affects coping behaviors, or indirectly through cognitions and negative emotions. Theoretical and managerial implications are further elaborated.     

The fallacy of the heavy buyer: Exploring purchasing frequencies of fresh fruit and vegetable categories

‘Avocado lover,’ ‘banana lover,’ or ‘berry lover’ – these words are starting to dominate the contemporary marketing campaigns for fresh fruit and vegetable categories. Such campaigns assume that there are sizable buyer segments who purchase a particular fresh category more frequently, who are contributing a larger portion of sales, and who will continue to do so into the future. Yet, an established body of empirical evidence from consumer packaged goods (CPG) categories suggests that these assumptions could be false. The current study empirically examines fresh category purchasing behavior (through a large Nielsen US panel data) by applying three known models: the Negative Binomial Distribution, the Pareto share, and the stability over time analysis (buyers and sales contribution). This study compares the results and finds that despite many differences between fresh and CPG categories, buyers' purchasing behavior follows the same established benchmarks patterns as those observed in CPG contexts. There are many more infrequent or light buyers than heavy ‘lovers’; the heavy buyers contribute roughly 60% of sales; they are purchasing less frequently, and contributing fewer sales as time goes by. These findings carry important implications for marketers, retailers, and farmers of fresh categories. Specifically, the results show which marketing campaigns (i.e., those highly targeted at ‘lovers’ or those with a mass marketing appeal) are better grounded in the empirical evidence about buyer behavior which has the highest probability of increasing consumption.     

Does customer incivility undermine employees’ service performance?

This study extends the growing body of research on customer incivility by examining its impact on employees’ in-role and extra-role service performance in the hospitality industry. Using a sample of 307 employee–supervisor dyads in nine hotels in Zhuhai City, China, this research examined the impact of customer incivility along with negative affectivity and hostile attribution bias on in-role performance and extra-role performance, particularly proactive customer service performance (PCSP). The results demonstrate that, while customer incivility negatively influenced PCSP, it did not impact in-role performance. Furthermore, the effect of customer incivility on PCSP was mediated by negative affectivity. Additionally, hostile attribution bias significantly moderated the relationship between customer incivility and negative affectivity, as well as the indirect relationship between customer incivility and PCSP through negative affectivity.     

The impact of knowledge hiding on targets’ knowledge sharing with perpetrators

Using a sequential mixed-methods approach, this study explored how knowledge hiding (KH) targets react to perpetrators in the hospitality industry. Study 1 entailed in-depth interviews of 20 employees from 13 hotels. Findings indicate that KH influences knowledge transfer behavior through negative emotions. Moreover, individual personality and motivation, team and interpersonal factors, job characteristics, and KH characteristics can moderate this effect. In Studies 2 (n = 54) and 3 (n = 118), two scenario-based experiments reveal that KH negatively affects targets’ knowledge sharing (KS) with perpetrators directly and indirectly through negative emotions. In Study 4, the results of a survey from 475 employees indicate that when the need for affiliation of employees and task interdependence is high, the negative effect of negative emotions on KS with perpetrators is weaker. This study advances the literature on KH by offering a sound theoretical treatment of emotional concerns and the interaction between knowledge seekers and knowledge hiders.     

Negative work–family/family–work spillover and demand for flexible work arrangements: the moderating roles of parenthood and gender

In recent years, companies have increasingly adopted flexible work arrangements (FWAs) to help company managers address negative work–family/family–work spillover (inter-role conflicts between work and family roles). Accordingly, we investigate the effects of parenthood and gender on the relationship between negative work–family/family–work spillover and demand for FWAs. Based on a sample of 1577 managers (967 females and 610 males) of South Korean companies, the results show that parenthood has a significant moderating effect on the relationship between negative work–family/family–work spillover and the demand for FWAs, regardless of gender. The present study highlights the importance of parenthood not only in addressing negative work–family/family–work spillover but also in expressing a demand for FWAs.     

An Exchange Rate Model with Market Pressures and a Contagion Effect

The model we propose includes variables accounting for the behavioral aspects of decision-making in the currency markets, namely the contagion effect between countries in the same region. It combines the classical purchasing power parity (PPP) and uncovered interest rate parity (UIP) hypotheses with the effects of risk aversion in financial markets and of currency market pressures.

The results based on the Polish data confirm that the currency market instabilities arise not only from fundamental factors such as economic activity and the country’s balance of payments, but also from the contagion effect brought about by investors’ tendency to view Poland and its neighbors, the Czech Republic and Hungary, as one group.     

Jump detection with wavelets for high-frequency financial time series

This paper introduces a new nonparametric test to identify jump arrival times in high frequency financial time series data. The asymptotic distribution of the test is derived. We demonstrate that the test is robust for different specifications of price processes and the presence of the microstructure noise. A Monte Carlo simulation is conducted which shows that the test has good size and power. Further, we examine the multi-scale jump dynamics in US equity markets. The main findings are as follows. First, the jump dynamics of equities are sensitive to data sampling frequency with significant underestimation of jump intensities at lower frequencies. Second, although arrival densities of positive jumps and negative jumps are symmetric across different time scales, the magnitude of jumps is distributed asymmetrically at high frequencies. Third, only 20% of jumps occur in the trading session from 9:30 AM to 4:00 PM, suggesting that illiquidity during after-hours trading is a strong determinant of jumps.     

Calibration to American options: numerical investigation of the de-Americanization method

American options are the reference instruments for the model calibration of a large and important class of single stocks. For this task, a fast and accurate pricing algorithm is indispensable. The literature mainly discusses pricing methods for American options that are based on Monte Carlo, tree and partial differential equation methods. We present an alternative approach that has become popular under the name de-Americanization in the financial industry. The method is easy to implement and enjoys fast run-times (compared to a direct calibration to American options). Since it is based on ad hoc simplifications, however, theoretical results guaranteeing reliability are not available. To quantify the resulting methodological risk, we empirically test the performance of the de-Americanization method for calibration. We classify the scenarios in which de-Americanization performs very well. However, we also identify the cases where de-Americanization oversimplifies and can result in large errors.     

A new intellectual property metric for standardization activities

This study formulates a method to measure the effects of standardization to assist in evaluating innovation and R&D policies. Its main purpose is to examine standardization activities within R&D organizations. This allows for a more appropriate policy evaluation framework than examining such activities within standard development organizations does. The study also redefines the conventional notion of intellectual property (IP) normatively and introduces the term “integrated IP” to reflect our new concept of joining IP and standardization activities. Our new concept captures the “fuzzy” impact of standardization on R&D to improve innovation management. The study presents a vector equation expressing the new IP definition and uses it to model revenues arising from a standard-essential patent for strategic IP management with standardization. The model indicates the importance of patents commercially required for product differentiation for the purpose of innovation with standards.