Communicating a company's positive impact on society—Can plausible explanations secure authenticity?

Organizations could prosper by delivering products and services that make society a better place. However, they face the challenge of successfully communicating what they contribute to society, especially if their contributions are closely related to their core business activities. The thin line between genuine societal engagement and the pursuit of profitability may feed society's increasing skepticism about the genuineness of organizations' care for societal issues. This study addresses the question of how a for-profit organization can successfully communicate what it intends to contribute to society while still coming across as authentic. If customers can explain the organization's envisaged societal contributions in terms of characteristics of the organization, they can see more clearly how its contributions fit the organization and will perceive the organization as more authentic. Perceived authenticity, in turn, increases customer loyalty and perceived fit enhances stakeholders' attitudes toward the organization's societal engagement.     

Leader Apology in the Employee–Organization Relationship: The Roles of Subordinate Power Distance Belief and Leader Competence

According to the organizational support theory, leaders' words and deeds are not only the products of their own will but also a reflection of organizations' standpoints. We thus focus on leader apology in the case of organizational transgressions and predict that leaders' apologetic acts are likely to influence employees' organization-oriented attitudes and behaviors. Specifically, leader apology is hypothesized to positively influence employees' perception of organizational support, which in turn, is positively associated with employees' helping and risk taking behavior. Furthermore, drawing upon the organizational support theory that delineates the discretion and value perceived in the employee-organization relationship, we further propose that employees' perceived leader competence and power distance belief serve as two contingencies that influence the relationship between leader apology and employees' perceived organizational support. In particular, this relationship is stronger when employees perceive higher leader competence or hold stronger power distance beliefs. Two multi-wave data collected from hospitality employees support these hypotheses. The findings provide a new perspective to comprehending leader apology within the employee-organization relationship wherein leaders are considered as organizational agents. This research extends the existing literature on leader apology that largely focuses on leader apology following leaders’ transgressions and leader-oriented outcomes.     

Antecedents of mobile payment loyalty: An extended perspective of perceived value and information system success model

Drawing on the information system success model and perceived value theory, we develop a research model to examine factors that may affect user satisfaction and loyalty of mobile payment platforms. Empirical data was collected from users using Alipay and WeChat Pay in China, and a total of 410 valid responses were gathered for data analysis. The results show that the multi-dimensional formative perceived value including benefits and sacrifice is important determinant of mobile payment user satisfaction and loyalty. The three benefit dimensions of functional value, experiential value and social value are more important value components than the two sacrifice dimensions of risk and cost, and experiential value is the dominant component of mobile payment users' value perception. As for the antecedents of perceived value, system quality and service quality mainly affect perceived benefits, while information quality has a greater impact on risk. The research results provide the contribution of specific value dimensions to users' perceived value and the impact of quality characteristics on specific perceived value for mobile payment platform providers, thus helping them to adopt effective strategies to strengthen market competitiveness and retain existing users.     

Comparing perceived insecurity among customers and retail staff during service encounters

The study compares perceived insecurity by customers and retail staff during service encounters. The topic is important, because retailers invest millions of dollars in security. The framework of the study divides perceived insecurity into financial, physical, psychosocial and time-related insecurity. A total of 39 consumers participated in seven focus group discussions, and 34 retail staff members responded semi-structured interviews. The study confirms that from both customer and staff perspectives a high quality service encounter has an influence on perceived insecurity, and it diminishes disturbance and criminal activity. However, there are differences between customer and staff perspectives in many areas.     

Measuring the perceived container leasing prices in liner shipping network design with empty container repositioning

This paper aims to measure the perceived container leasing prices at different ports by presenting a two-stage optimization method. In stage I, we propose a practical liner shipping network design problem with empty container repositioning. The proposed problem further considers the use of foldable containers and allows the mutual substitution between empty containers to decrease the number of empty containers to be repositioned. In stage II, the inverse optimization technique is used to determine the perceived container leasing prices at different ports, based on the solution obtained in stage I. Based on a set of candidate liner shipping service routes, a mixed-integer nonlinear programming model is built for the proposed problem in stage I. The nonlinear terms are linearized by introducing the auxiliary variables. Numerical experiments based on a realistic Asia-Europe-Oceania liner shipping network are carried out to account for the effectiveness of our two-stage optimization method.     

Visual attention toward tourism photographs with text: An eye-tracking study

This study examines consumers' visual attention toward tourism photographs with text naturally embedded in landscapes and their perceived advertising effectiveness. Eye-tracking is employed to record consumers' visual attention and a questionnaire is administered to acquire information about the perceived advertising effectiveness. The impacts of text elements are examined by two factors: viewers' understanding of the text language (understand vs. not understand), and the number of textual messages (single vs. multiple). Findings indicate that text within the landscapes of tourism photographs draws the majority of viewers' visual attention, irrespective of whether or not participants understand the text language. People spent more time viewing photographs with text in a known language compared to photographs with an unknown language, and more time viewing photographs with a single textual message than those with multiple textual messages. Viewers reported higher perceived advertising effectiveness toward tourism photographs that included text in the known language.     

Ethical leadership and its impact on service innovative behavior: The role of LMX and job autonomy

This study examined the effect of ethical leadership on service innovative behavior of employees at small and medium sized tourist hotels in Uttarakhand, India. It has forwarded an integrated model that highlights the relationship between ethical leadership and employees' service innovative behavior while interacting through leader-member exchange and job autonomy. Using a sample of 468 customer contact employees and their 117 supervisors, hierarchical regression was conducted to establish the relationship. Findings of the study revealed that ethical leadership promoted service innovative behavior of the hotel employees mediated through leader-member exchanges. Further, it was also found that the level of service innovative behavior was commensurate to the perception of employee job autonomy. Based on the study findings, implications for theory and practice are discussed.     

Moderating effects of presenteeism on the stress-happiness relationship of hotel employees: A note

This research note investigates the moderating effects of presenteeism on the stress-happiness relationship of 358 hotel employees in Sabah, Malaysia. The results support the moderating role of presenteeism in the relationship between stress and happiness. More specifically, the findings identify the presence of a non-monotonic relationship between perceived stress and happiness over the range of the degree of presenteeism. Contributions and limitations of the study are identified and discussed.     

The effect of human resource practices on perceived organizational support in the People’s Republic of China

Using a sample of workers and managers employed by a hotel located in Southeastern People’s Republic of China, we investigated the relationship between various human resource management practices and the perceived organizational support (POS) experienced by the employees. We then investigated the effects of POS on employee satisfaction. Our data suggest that hiring practices, training, and compensation practices predict POS. These results are consistent with previous research. We also found that POS influences worker satisfaction and acts as a mediator between select HR practices and satisfaction. This study contributes to the literature by replicating Western-based findings with a Chinese sample and illustrating that the attitudes of Chinese employees can be influenced through the use of HR practices.     

Et tu,Brute? How unfair!

Marketing literature has consistently suggested that retailers should invest in building trust, as customers’ trust in the retailer results in a number of benefits for the retailer. The objective of this article is to understand the impact of buyers’ prior trust in retailers on their price unfairness perceptions. To investigate this, we conduct three experiments; the findings of the first experiment suggest that buyers’ prior trust in retailer has a dual impact (forgiveness and betrayal) on their perception of price unfairness. Trust helps to reduce price unfairness perceptions when the magnitude of the price increase is small, but accentuates this when the price increase is large. Moreover, forgiveness acts as a mediator between price increase and perceived price unfairness. This mediation effect of forgiveness depends upon a shopper's prior trust in the store. The second experiment replicates these findings in a real life experimental setting and thus establishes the robustness of the findings in real life contexts. The third experiment extends the boundaries of this research by demonstrating that the effect of trust on price unfairness perception depends on the nature of comparisons, i.e., whether the price comparison is made with one's own past price or with a price paid by someone else.