Due to huge advancements in natural language processing (NLP) and machine learning, chatbots are gaining significance in the field of customer service. For users, it may be hard to distinguish whether they are communicating with a human or a chatbot. This brings ethical issues, as users have the right to know who or what they are interacting with (European Commission in Regulatory framework proposal on artificial intelligence. https://digital-strategy.ec.europa.eu/en/policies/regulatory-framework-ai, 2022). One of the solutions is to include a disclosure at the start (...) of the interaction (e.g., “this is a chatbot”). However, companies are reluctant to use disclosures, as consumers may perceive artificial agents as less knowledgeable and empathetic than their human counterparts (Luo et al. in Market Sci 38(6):937–947, 2019). The current mixed methods study, combining qualitative interviews (n = 8) and a quantitative experiment (n = 194), delves into users’ responses to a disclosed vs. undisclosed customer service chatbot, focusing on source orientation, anthropomorphism, and social presence. The qualitative interviews reveal that it is the willingness to help the customer and the friendly tone of voice that matters to the users, regardless of the artificial status of the customer care representative. The experiment did not show significant effects of the disclosure (vs. non-disclosure). Implications for research, legislators and businesses are discussed. (shrink)

Despite the emergence of corporate social responsibility, the impact of CSR efforts on customer relationships remains decidedly unclear. Moreover, previous studies have examined CSR in cross-sectional, experimental, and/or artificial settings. Through field survey data collected at both the beginning (n = 750) and conclusion (n = 469) of the 2007-2008 NBA season, the authors investigate linkages between customers' perceptions of the CSR performance of an NBA team and the strength of their relationship with this same organization. With all respondents (...) of the latter survey participating in both samples, the authors assess how CSR performance impacts customer relationships over time. The findings show how a firm that engages in CSR initiatives may reap rewards by building trusting and committed customer relationships which, in turn, help forge desirable customer behaviors. The results also demonstrate how CSR's influence strengthens over the course of the tested business cycle, thus yielding revealing insights to academics and practitioners when it comes to understanding the real-world impact of CSR performance for strengthening customer relationships. (shrink)

Production methods for food from U.K. livestock industries (milk, dairy products, meat, eggs, fibre) are undergoing substantial change as a result of the need to respond to environmental and animal welfare awareness of purchasing customers, and to espouse the principles of environmental protection. There appears to be a strong will on the part of livestock farmers to satisfy the environmental imperative, led by the need to maintain market share and by existing and impending legislation. There has been support forthcoming (...) in the form of Government-sponsored scientific research and technological development to provide the necessary framework for new environmentally sensitive practices. The agricultural community has itself made substantial responses to market demand through the inception of Farm Assured Quality Assurance Schemes. These appear to have a more sustainable future than the extremes of organic farming and free-range practices. Pollution of agricultural land with nitrate and phosphate by intensive livestock industries is a greater problem in some parts of continental Europe than it is in the U.K. The distribution of livestock out of intensive units and into mixed farming systems, would require substantial restructuring of the industry. Many of the animal welfare requirements which have been forwarded as a part of the environmental agenda for agriculture have been voluntarily accepted by livestock producers. However, some major aspects, such as alternative housing systems for pigs and poultry, remain unresolved. Analysis of the science and technology support for the environmental imperative, especially from Government sources, would suggest that, although dramatically increased in recent years, environmentally orientated research remains a relatively small proportion of the whole. Whilst a movement away from governmental funding of volume production appears to be justifiable, there has not been an equivalent balancing of effort toward funding for product quality, sustainability, environmental protection and animal welfare. Nevertheless, the university education system is producing a generation of more environmentally aware agricultural science graduates who are opting to pursue Government-sponsored environmentally orientated postgraduate research programs. (shrink)

The marketplace has seen significant growth in the demand for ‘ethical’ behavior, and banks are seeking to leverage customers’ perception in order to build a sustainable competitive advantage. In consequence, the concepts of corporate social responsibility and corporate reputation are of vital concern for academics and managers in terms of their potential impact on customers. This study seeks to contribute to the literature by examining the mediating role of corporate reputation on the relationship between perceived corporate social responsibility (...) and customer loyalty. The study also takes into consideration the role played by bank type in the mediation effect. To achieve this aim, a study was performed comprising 572 personal surveys in the Basque Country. The results showed that corporate reputation partially mediated the relation between corporate social responsibility and customer loyalty. On the other hand, bank type is shown not to moderate the mediation effect. The results have important implications for practitioners wishing to manage their relations with customers. (shrink)

It has been claimed that (1) computer professionals should be held responsible for an undisclosed list of “undesirable events” associated with their work and (2) most if not all computer disasters can be avoided by truly understanding responsibility. Commentators of “A Critique of Positive Responsibility in Computing” argue that this is not Donald Gotterbarn’s view (Gotterbarn, JSEE 14(2):235–239, 2008) but that a critique of the view nevertheless raises significant moral issues within computing such as the ethical goals of a computing (...) profession, the appropriate ethical stance toward bugs, and the public good with respect to computing (Miller, JSEE 14(2):245–249, 2008). Commentators also argue that “A Critique”’s “profitable misreading” demonstrates the “moral ecology” of organizations “dedicated narrowly to financial success” and that other “moral ecologies” that are customer or quality driven can be shown to be more important or preeminent (Huff, JSEE 14(2):241–244, 2008). It is argued here that (1) the hyper-inflated reading of Gotterbarn’s and Ladd’s views on positive responsibility persists despite Gotterbarn’s explicit rejection of it, and that (2) such a reading of positive responsibility cannot be placed within a single moral ecology, nor can a single moral ecology be shown to be any more important or preeminent than others. (shrink)

The Internet and Internet applications such as cloud computing continue to grow at an extraordinary rate, enabled by the Internet's open architecture and the vibrant lightly regulated Internet service provider (ISP) market. Proposals to hold ISPs responsible for content and software shared by their customers would dramatically constrain the openness and innovation that has been the hallmark of the Internet to date. Rather than taking the kind of approach favored by Raphael Cohen-Almagor, government should enlist the assistance of other (...) intermediaries such as credit card companies in targeted actions against illegal activities online. In addition, they should foster improved online authentication, which could support “zones of trust” on the Internet. (shrink)

Block has offered a second round of counterarguments to my criticisms of the claim that his theory of evictionism is compatible with libertarianism. In this paper I attempt to demonstrate that my critique still stands. In particular, I focus on analyzing the argumentative weight of such issues mentioned in Block’s latest response as, among others, the distinction between proper ex post punishment and proper ex ante defense, the question of whether my causal analyses of trespass imply a commitment to positive (...) obligations, Rothbard’s distinction between contracts and premises, the supposed irrelevance of the principle of pacta sunt servanda in the context of abortion, and the extent to which custom can qualify the ambit of applicability of the non-aggression principle. (shrink)

Different societies came to consider certain behaviors as morally wrong, and, in time, due to a more or less general practice, those behaviors have also become legally prohibited. While, nowadays, the existence of legal responsibility of states and individuals for certain reprehensible acts committed during an armed conflict, international or non-international, is hard to be disputed, an inquiry into the manner in which the behavior of the belligerents has come to be considered reveals long discussions in the field of morals (...) and theory of morality, and, especially, regarding the different manner of establishing the elements to whom obedience is rather owed (the divinity, the sovereign, the law) and the relations between these. Hence, the present paper aims at analyzing the connections between moral responsibility and legal responsibility for wrongful behaviur during war in a diachronic approach, along with the major shifts in paradigm (codification and individual liability). Understanding morality as practice, convention, custom, we are arguing that the nowadays requirement of liability for war crimes appeared due to an assumed intention and practice of the decision-making entities (the sovereign, the state) and, ultimately, to a decision-making process of the most influential states. (shrink)

Ein gelungenes Arzt-Patient-Verhältnis, das auf gegenseitigem Vertrauen und ärztlicher Verantwortung basiert, ist ein zentraler Bestandteil des Ideals der ärztlichen Profession. Aktuell wird vielfach von einem neuen „ökonomischen Paradigma“ in der Medizin gesprochen, das dieses Verhältnis vermeintlich unterminiert. Als ein wichtiges Merkmal dieses Paradigmas gilt das Verständnis vom Patienten als Kunden, der charakterisiert ist durch seine Selbstbestimmung bzw. Autonomie. Wie stellt sich die Kundenrolle nun aber bei vulnerablen Patientengruppen dar, die in ihrer Autonomie eingeschränkt sind, und was bedeutet dies wiederum für (...) das Arzt-Patient-Verhältnis? In dem vorliegenden Artikel wollen wir deshalb die Fragestellung verfolgen, ob sich ärztliche Verantwortung bzw. das Arzt-Patient-Verhältnis ändert, wenn sich der (vulnerable) Patient als Kunde begreift. Als Analysesetting dient die Palliativmedizin, da sie als Beispiel für eine besonders vulnerable Patientengruppe gelten kann. Als Basis der Argumentation werden die Ergebnisse einer qualitativen Studie herangezogen, welche die Einstellungen von Palliativpatienten zum Thema „der Patient als Kunde“ erhob sowie der Frage nachging, ob sich Palliativpatienten, speziell im Rahmen von medizinischen Entscheidungen, als selbstbestimmt begreifen. Die Studienergebnisse zeigen, dass Autonomie relational verstanden werden muss und dem Arzt eine entscheidende Rolle in der Ermöglichung von Patientenselbstbestimmung zukommt – ganz unabhängig von der Selbstattribuierung der Befragten als Kunde oder Patient. Anschließend werden diese Ergebnisse dahingehend analysiert, ob sie als Ausdruck einer Veränderung des Arzt-Patient-Verhältnisses und der ärztlichen Verantwortung gegenüber den Patienten zu werten sind. Hieraus folgernd wird nach den praktischen Implikationen für das Arzt-Patient-Verhältnis auf der Grundlage der „Ethics of Care“ gefragt sowie auf die individuelle Betreuungsnotwendigkeit, speziell von vulnerablen Patientengruppen, verwiesen. (shrink)

Within the context of service inquiries, and the specialized inferential logic associated with the particularized activities there is a gap in the orientations of customers and service representatives. Specifically, one problem that arises in customer service encounters is that customers and service representatives appear to arrive at different understandings of what constitutes a relevant response to a service inquiry. By examining one type of customer service context, calls to an electronic repair facility, this article offers a conversation analytic (...) account of how customers use formulations to collaboratively achieve a mutually agreed upon answer to their service inquiry and close the gap in the underlying logics that emerge in these calls. (shrink)

The current conflict between the recording industry and a portion of its customers who are involved in illicit copying of music files arose from innovations involving the compression and electronic distribution of files over the internet. This paper briefly describes some of the challenges faced by the recording industry, and examines some of the ethical issues that arise in various industry and consumer responses to the opportunities and threats presented by these innovations. The paper concludes by highlighting the risks (...) associated with responses that threaten further innovation, ultimately reducing the chances of finding solutions that hold appeal for all parties. (shrink)

In lieu of an abstract, here is a brief excerpt of the content:Legitimacy, Performance, and Political Realism:Response to Ben CrossJiwei Ci (bio)Ben Cross raises important issues in his article and provides a much appreciated occasion for me to join the discussion. He targets his trenchant critique at what he calls Weberian sources of legitimacy, treating my view as a distinctive variation on the Weberian account. I am not sure that the issues on which we differ are most economically framed by (...) drawing Weber so prominently into the debate. Since Cross has already framed the issues in this way, however, I think I can best contribute to the exchange by accepting his terms of reference wherever appropriate and trying to work as fruitfully as possible within them. I will respectfully not take up any of the issues raised in the fourth section of the article, because Cross's use of the notion of civic agency there is so far removed from mine as to leave little room for productive engagement.As Cross notes, Weber identifies three distinct sources of legitimacy (or three types of authority): legality, the traditional, and the charismatic. This, however, is only a typology of specific sources and an incomplete one at that, for it does not cover the two sources that I happen to find most relevant in Democracy in China.1 The teleological legitimacy much discussed in chapter 1 of my book does not come under any of Weber's ideal types and seems to constitute another, distinct ideal type. Nor is the democratic legitimacy based on popular sovereignty that is proposed in chapter 3 as an alternative to teleological legitimacy quite the same as legal authority. It is thus easy to see that—and why—I do not avail myself of what Cross calls the Weberian sources of legitimacy. As a matter of fact, I do not [End Page 149] regard Weber's tripartite classification, regardless of whether it is exhaustive, as the conceptual core of his idea of legitimacy.Cross moves closer to that core when he notes the difference between the type of motive (i.e., non-expedient) that the three Weberian sources of legitimacy are supposed to have in common and the motive of pure expediency. This difference is important because, as Weber puts it in a well-known statement quoted by Cross, "Purely material interests and calculations of advantages as the basis of solidarity between the chief and his administrative staff result, in this as in other connexions, in a relatively unstable situation." Based on Weber's concern with the lack of stability characteristic of relations of pure expediency, Cross is then able to speak of a "Weber-inspired rejection of performance legitimacy." This conclusion, if not exactly mistaken, is nevertheless reached without adequately bringing out the issues involved.Take a close look at the passage in Economy and Society from which the above quote is taken:Purely material interests and calculations of advantages as the basis of solidarity between the chief and his administrative staff result, in this as in other connexions, in a relatively unstable situation. Normally other elements, affectual and ideal, supplement such interests. In certain exceptional cases the former alone may be decisive. In everyday life these relationships, like others, are governed by custom and material calculation of advantage. But custom, personal advantage, and purely affectual or ideal motives of solidarity do not form a sufficiently reliable basis for a given domination. In addition there is normally a further element, the belief in legitimacy.2Here it becomes clear that Weber, even in emphasizing the indispensable role of belief in legitimacy, argues his case much more cautiously and subtly than Cross gives one to understand. To begin with we see Weber take the trouble to stress "purely." We then find three qualifications in a row before Weber allows himself to conclude, as an empirical observation, that "custom, personal advantage, purely affectual or ideal motives of solidarity, do not form a sufficiently reliable basis for a given domination," from which he is apparently compelled to draw the inference that "there is normally a further element, the belief in legitimacy." In an earlier section of Economy and Society Weber makes similar allowances for the empirical proximity of motives... (shrink)

Transdisciplinarity includes the assumption that within new institutional settings, scientific research becomes more closely responsive to practical problems and user needs and is therefore often subject to considerable application pressure. This raises the question whether transdisciplinarity affects the epistemic standards and the fruitfulness of research. Case studies show how user-orientation and epistemic innovativeness can be combined. While the modeling involved in all cases under consideration was local and focused primarily on features of immediate practical relevance, it was informed by theoretical (...) insights from basic research. Conversely, industrial research turns out sometimes to produce theoretical understanding. These findings highlight an interactive relationship between science and technology (moderate emergentism), which is distinct from the traditional view of a one-sided dependence of technology on science (cascade model) and from the newly received independence account (emergentism). (shrink)

It is the aim of this piece of research to provide a conceptualisation of Corporate Responsibility from a stakeholder perspective and to investigate if and how Corporate Responsibility can be expressed in terms of beliefs of stakeholders. The paper reports on a qualitative research study into customer and employee understanding of Corporate Responsibility in the context of a financial service organisation.

It is the aim of this piece of research to provide a conceptualisation of Corporate Responsibility from a stakeholder perspective and to investigate if and how Corporate Responsibility can be expressed in terms of beliefs of stakeholders. The paper reports on a qualitative research study into customer and employee understanding of Corporate Responsibility in the context of a financial service organisation.

In this research, we examine the effects that customer perceptions of employee deception have on the customers’ attitudes toward an organization. Based on interview, archival, and observational data within the international airline industry, we develop a model to explain the complex effects of perceived dishonesty on observer’s attitudes and intentions toward the airline. The data revealed three types of perceived deceit (about beliefs, intentions, and emotions) and three additional factors that influence customer intentions and attitudes: the players involved, the (...) beneficiaries of the deceit, and the harm done by the perceived lie. We develop a model with specific propositions to guide organizations with respect to apparently deceitful behavior of their employees. Implications and directions for future research are provided, focusing on the question of whether organizations should consistently encourage honesty or train their employees to be effective liars. (shrink)

In our globalized and interconnected world, companies are increasingly donating substantial amounts to good causes around the globe. Many companies choose to donate “at home” while others give to causes in faraway places where recipients are in dire need of support. Interestingly, past research on corporate donations has neglected the question of whether consumers differentially reward companies for geographically varying allocations of donation budgets. Through a mixed methods approach, this paper remedies this gap by developing and empirically testing a conceptual (...) framework of consumers’ preferences for geographically varying allocations of corporate donation budgets. In a first step, two preliminary field studies involving real donations explored customers’ preferences for donation allocations varying in geographical focus. A qualitative focus group study then investigated underlying rationales to inform the research and led to the development of hypotheses. Subsequently a large-scale between-subjects scenario experiment tested the predictions. Overall, results indicate that, in contrast with current managerial practice, customers prefer companies that split donations equally between domestic and foreign recipients or even donate only abroad. (shrink)

The voluntary shift of responsibility from the producer to the consumer is one feature of self-design activities. Past research emphasizes the economic gains of such customer co-creation. However, the psychological mechanism underlying customer co-creation behavior is still not fully understood. Notably, the goal-driven self-congruence nature of customer co-creation is mostly ignored in the co-creation literature. The objective of this research is to firstly develop a conceptual understanding of how co-creation literature can be related to the self-congruence theory. Furthermore, this study (...) also extends the original self-congruence theory by arguing the differential role of actual and ideal self-congruence on the relationship between self-congruence and customers’ willingness to participate in the co-creation process. Two laboratory experiments were conducted to examine whether self-congruence plays a prominent role in motivating customers to participate in the self-design process. Specifically, both the actual self-congruence and ideal self-congruence are positively related to customers’ willingness to participate in the self-design process is hypothesized. Moreover, it is expected that product styles and different consumption situations may strengthen the relationship between actual/ideal self-congruence and customers’ willingness to participate in the self-design process. Theoretical and practical implications are also discussed. (shrink)

Recently, calls have grown louder for more stakeholder democracy that is, letting stakeholders participate in the process of organizing, decision‐making, and governance in corporations, especially in the area of Corporate Social Responsibility (CSR) activities. Despite the relevance of the subject, the impact of customer involvement in CSR on their company‐related attitudes and behaviors still represents a major research void. The paper at hand develops a conceptual framework of consumer involvement in CSR based on the existing literature, theories of stakeholder democracy, (...) and organizational boundaries as well as drawing from the qualitative focus group interviews (N = 24). The framework is tested on a large scale, two‐time point field‐experimental study (N = 3,397). More specifically, consumer reactions to three degrees of customer involvement (i.e., information, feedback, and dialogue) are tested in two different CSR domains (i.e., company‐internal business process vs. company‐external philanthropic CSR). Results indicate that the customer involvement in CSR has a more beneficial effect in terms of strengthening customer outcomes in CSR domains that directly affect external stakeholders of the company (i.e., philanthropic CSR) than in domains that mainly concern company‐internal stakeholders (i.e., business process CSR). (shrink)

Enterprises often post branded content on social media and adopt a proactive response approach to improve digital customer engagement to gain a competitive advantage. However, there are many brands which fail to operate social media as effectively as expected. The effective use of brand social media strategies to improve digital customer engagement remains an ongoing challenge for the enterprises. Based on firm-generated content theory and social presence theory, this study aims to identify the impact of brand social media strategies on (...) different levels of digital customer engagement, including positive filtering, cognitive and affective processing as well as advocacy from content strategy and response strategy. Based on 1,519 brand posts on the official Weibo pages of eight of the top 500 Chinese brands in 2021, this study uses a multiple linear regression model to examine the impact of brand social media strategies on digital customer engagement and the moderating effects of brand image and discretionary purchases. The findings show that, on the one hand, among the brand social media content strategies, action content strategy is associated with higher levels of digital customer engagement. On the other hand, different brand social media response strategies have a differential impact on digital customer engagement levels, with cohesive response being the best strategy for increasing digital customer engagement level. In addition, the effectiveness of brand social media response strategy in digital customer engagement is further moderated by the brand image and discretionary purchases. In contrast, the effectiveness of brand social media response strategy in digital customer engagement is stronger when the brand image emphasizes its “competence” or the discretionary purchases focus on “material purchases.” This study not only enriches the research on digital customer engagement but also provides a reference for the brand strategy selection, design and management based on social media. (shrink)

Corporate social responsibility has become a very common buzz word in the field of marketing since many years. This empirical paper assesses the attitude of devout and nondevout customers towards CSR in the context of a religious society. As making clear distinction between devout and nondevout customers may have associated measurement problems in a single-religion-dominated country, this paper initiates the discussion of peculiarity between two important religiosity measures, that is, observation based and solicited. A hypothetical story board with (...) embedded CSR information in a scenario supporting a religious cause is presented to the highly and less religious subjects in text written form. The scenario is followed by questions pertaining to their religious behaviors and attitude towards the company in question. The results illustrate that highly religious customers show slightly greater preference towards CSR as compared to less religious customers and the observation-based religiosity measure has a tendency of more reliability if the researchers have deep cultural and religious know-how about a specific society. Results of this study might help international marketers about choosing a particular cause under its umbrella CSR activities particularly when entering in a highly religious society dominated by a single religion. (shrink)

Customer orientation and the development of long-term relationships with customers are known conditions for growth and profit sustainability. Businesses use special treatments, inducements, and personal gestures to show their appreciation to customers. However, there are concerns about whether these inducements really create the right perceptions in customer’s mind. This study suggests that when customers believe that the firm is ethical, the inducements and special treatments received are seen in a positive light and can help develop loyalty. The (...) hypotheses were tested with responses from 299 customers of financial institutions in Chile. Results support the hypotheses that firm’s ethical reputation helps in retaining customers. Managerial implications are provided. (shrink)

Modern Philosophy bloomed into the Enlightenment, a cultural and philosophical movement still alive today, despite growing criticism. Some recent critics claim (roughly) that the alleged ‘universality’ of Enlightenment reason led directly to the imposition of Eurocentric reason on other, less militarily developed cultures. Some contend that there is no such thing as ‘universal’ reason. I contend that there are serious flaws in the Enlightenment notion of reason resulting from three basic dichotomies: (1) reason versus tradition, (2) knowledge versus customary belief, (...) and (3) individuals versus society. Identifying and remedying these flaws leads, not to the abandonment of rational enlightenment, but to an improved account of human rationality. (shrink)

Customer orientation (CO) and the development of long-term relationships with customers are known conditions for growth and profit sustainability. Businesses use special treatments, inducements, and personal gestures to show their appreciation to customers. However, there are concerns about whether these inducements really create the right perceptions in customer's mind. This study suggests that when customers believe that the firm is ethical, the inducements and special treatments received are seen in a positive light and can help develop loyalty. (...) The hypotheses were tested with responses from 299 customers of financial institutions in Chile. Results support the hypotheses that firm's ethical reputation helps in retaining customers. Managerial implications are provided. (shrink)

This article provides an in-depth analysis of a conversational exchange initiated by a customer’s price question in real-life business-to-business sales encounters. The analysis focusses on when the customer requests a price, what that implies as well as how the price discussion is conducted. Marketing literature usually considers product/service price to be an obstacle that the salesperson needs to overcome; we demonstrate that the price question is a positive signal for the salesperson. By requesting the price, the customer claims sufficient understanding (...) of the offer, recognition of the service value and a readiness to move to the next phase in the meeting. The salesperson initiates an insert expansion to tailor the price to her or his customer and then informs the price in an expanded clausal response to build customer value. The conversation analytic study was based on a dataset of 13 video-recorded B2B sales meetings in Finland. (shrink)

This paper studies the way supplier firms’ corporate social responsibility (CSR) affects their likelihood of being selected as new suppliers. Using a large sample of US public firms with detailed supply chain and CSR data, we provide empirical evidence that corporate customers prefer socially responsible suppliers, and that the effect is more prominent when the supplier industry is more competitive, the customer’s own CSR performance is better, or the supplier and the customer have more similar CSR focuses. Our paper (...) contributes to the literature of instrumental stakeholder theory (IST) by confirming corporate customer attraction as a desirable outcome of supplier CSR engagement. It complements the existing IST studies on customer responses by showing that CSR attracts not only final customers but also corporate customers. Moreover, by focusing on corporate customers’ revealed preferences for socially responsible suppliers, our paper also complements the stated-preference-based evidence in the literature of sustainable supply chain management. Our paper’s findings encourage supplier firm managers to invest in CSR to gain competitive advantages in the form of a higher likelihood of selection while simultaneously making positive contributions to society. (shrink)

Because previous scholars have offered few comprehensive models to understand the benefits of corporate social responsibility image in terms of customer behaviour, the authors of this paper propose a hierarchy of effects model to study how customer perceptions of the social responsibility of companies influence customer affective and conative responses in a service context. The authors test a structural equation model using information collected directly from 1,124 customers of banking services in Spain. The findings demonstrate that corporate social responsibility (...) image influences customer identification with the company, the emotions evoked by the company and satisfaction positively. Identification also influences the emotions generated by the service performance and customer satisfaction determines loyalty behaviour. The findings have significant implications for service managers because they demonstrate that there are two paths to explain the satisfaction and loyalty of service customers. The first path is composed of the beliefs and emotions generated by the company at the institutional level. The second path is composed of the thoughts, attitudes, emotions and feelings generated by the company’s services. (shrink)

To be effective, whistleblowing policies should be adapted to the organisational culture. They need to be custom-made and not follow a one-size-fits-all logic, specifically when they are installed to stimulate responsible peer reporting, a highly sensitive and value-laden type of whistleblowing. This paper attempts to illustrate that grid-group cultural theory could help to construct a whistleblowing policy by linking reporting styles to the organisational culture. First, we will identify four types of policy measures that are hypothesized to be effective in (...) four types of organisational culture. Second, we develop the hypothesis that certain organisational cultures can induce peer reporting that is harmful for the organisation. The whistleblowing policy can then be used as a catalyst for cultural change. (shrink)

This article explores the transition to integrated reporting by a customer-owned bank and identifies the drivers of this transition, thereby providing insights for other businesses seeking to engage in such reporting. Practice theory provides a theoretical lens for this study. A case study approach encompassing in-depth interviews and documents analysis enabled the data to be collected for this research. This study finds that a customer-owned business context enables innovative approaches to reporting. An understanding of reporting and recognition of the potential (...) value of integrated reporting, basic guidelines for such a practice, and organisational ethical values and goals based on a combination of economic, social and environmental considerations matched by an organisational structure that embeds economic, social and environmental responsibilities rather than treating these as separate silos, enabled Goodbank to transition to integrated reporting and differentiate itself from its competitors and other organisations. (shrink)

Companies are faced with a choice of which type of power to use in their efforts to persuade their first-tier suppliers to adopt socially responsible procurement practices with key second-tier suppliers. However, we know little about how first-tier suppliers will react to different types of power and which are most effective in encouraging the adoption of socially responsible procurement practices. We are also ignorant of the impact of these practices on first-tier suppliers’ performance. This paper uses bases of power theory (...) to examine the impact of buyer companies’ power usage on first-tier suppliers’ adoption of socially responsible procurement practices with their own suppliers. We surveyed managers responsible for sustainable supply chain management in 156 firms and analyzed the results using structural equation modeling. Our findings show that non-mediated power use influences the adoption of process-based and market-based practices, while mediated power use has no significant impact on the adoption of either type of practice. Additionally, we find that the adoption of market-based socially responsible procurement practices leads to enhanced performance for first-tier suppliers who adopt these practices with their second-tier suppliers. (shrink)

Given that personal source of information is preferred by the customers over company-generated marketing communications, promoting advocacy behavior among customers is of much importance for every organization. Literature suggests that an organization's corporate social responsibility (CSR) activities significantly influence individual behavior. However, the advocacy behavior of customers (ADB), from a CSR perspective, did not receive due attention. To address this literature gap, the current study attempts to explore the relationship among CSR and ADB with the intervening role (...) of brand admiration (BA). To collect the data, customers of a large fast-food service organization in Pakistan were approached. The proposed relationships were tested through the structural equation modeling (SEM) technique. The statistical evidence verifies a positive link between CSR and ADB, while BA mediated this relationship. These findings will be supportive to the fast-food business to realize the critical role of CSR for a meaningful customer-company relationship in the face of competition. (shrink)

In his comments, Daniel Nicholls succeeds in saying more than a few things that I had scarcely realized about the ways in which I write and, therefore, of what I tend to take for granted. He sees in what I write a capacity ‘to utilize the “obvious” whilst at the same time saying something about it.’ Not every philosopher would take that as a compliment. Many philosophers and philosophies have quite other pretensions – to transcend the illusions of common thought (...) and perception towards a higher plane of metaphysical philosophy – or of physics and mathematics. I find that Nicholls’s remark both compliments and complements my work, however. The use of everyday language and example to disturb that everyday world to ‘bring it into high relief’ as Nicholls puts it – is a significant part of philosophical method. To juxtapose the esoteric language of metaphysics (being-in-itself, being-for-itself, being-for-others) with the everyday (what there is, living for oneself, living for others) is to haunt the everyday with a metaphysical imagination even as it reveals what metaphysics had erased from the coinage of common words. (I am thinking, of course, of Derrida’s remarks about Anatole France’s satirical view of philosophical language as coinage from which all marking has been erased). (shrink)

In an ever more transparent, digitalized, and connected environment, customers are increasingly pressuring brands to embrace genuine corporate social responsibility practices and co-creation activities. While both CSR and co-creation are social and collaborative processes, there is still little research examining whether CSR can boost co-creation. In addition, while previous research has mainly related co-creation to emotional outcomes, limited empirical research has related it to rational and behavioral outcomes. To address these shortcomings in the literature, this paper examines the influence (...) of CSR on customer loyalty, considering the mediating roles of co-creation and customer trust. It also investigates the influence of co-creation on customer trust. The data were collected in Spain in late 2017 using an online survey, and the sample contained 1101 customers of health insurance services brands. Structural equation modeling was used to test the hypothesized relationships simultaneously. The results show that CSR influences customer loyalty both directly and indirectly through co-creation and customer trust. However, the indirect impact is the stronger of the two, implying that embracing co-creation activities and developing customer trust can make it easier for CSR practices to enhance customer loyalty. In addition, co-creation has a direct effect on customer trust. (shrink)

Concerns over the carbon footprint resulting from the manufacturing, usage and disposal of hardware have been growing. The right-to-repair legislation was introduced to promote sustainable utilisation of hardware by encouraging stakeholders to prolong the lifetime of products, such as electronic devices. As there is little empirical evidence from a consumer perspective on exercising the right to repair, this study aims firstly to examine the factors that underpin consumers’ intention to repair their hardware and secondly to investigate the perceived outcomes of (...) repair practices. Based on 510 responses, the results showed that intention to repair is dependent on three groups of factors, namely the facilitators of pro-environmental behaviour, repair-related factors and beliefs about legislation. If consumers have a stronger intention to repair, they have a stronger feeling of emotional self-assurance, satisfaction with the repair decision and the technology manufacturer, an intention to engage with the manufacturer and a positive perception of a repaired device’s performance. The findings contribute to the literature on sustainable behaviour and the right to repair, offering insight for policymakers and manufacturers about the strategies facilitating the wider adoption of repair practices. (shrink)

Interactions in service ecosystems, as opposed to the service dyad, have recently gained much attention from research. However, it is still unclear how they influence a customer’s experiential value and trigger desired prosocial behavior. The purpose of this study is to identify which elements of the multi-actor service ecosystem contribute to a customer’s experiential value and to investigate its relation to a customer’s interaction attitude and inter-customer helping behavior. The authors adopted a scale development procedure from the existing literature. Service, (...) brand, retail and tourism management research as well as expert feedback is used to generate a pool of 33 items. Exploratory and confirmatory factor analysis were conducted. The scale was validated based on more than 468 responses to a CASI at one of the world’s largest trade shows. Scale-development procedure was followed by structural equation modeling. CFA supports that experiential value in multi-actor ecosystems comprises five dimensions. The functional value of personnel, the perception of other customers’ appearance, the perception of other customers’ behavior, multisensory stimuli, and a customer’s enjoyment. Experiential value positively and directly relates to a customer’s interaction attitude and inter-customer helping behavior. Furthermore, the effect of experiential value on inter-customer helping behavior is partially mediated by interaction attitude. Managers interested in getting more out of interactions with customers will develop an understanding for the interplay between the physical environment and individuals within a multi-actor ecosystem. Social scientists and managers can use the scale to assess experiential value, encourage a customer’s interaction attitude and utilize the customers’ influence on their peers. This paper synthesizes insights from existing research on experiential value, from various fields, in one scale. This holistic approach is the first to simultaneously account for a customer’s interactions with the multisensory physical environment, personal interactions with employees and interactions between customers in a multi-actor service ecosystem. (shrink)

In this article I argue that Part II of the Family LawAct 1996 gives expression to a new form ofresponsibility. I begin by suggesting thatresponsible behaviour has shifted from prohibiting orrequiring particular actions: we now exhibitresponsibility by our attitude towards our actions. I then examine where this new conception ofresponsibility has come from. Through an examinationof the work of post-liberal theorists, principallyMichael Sandel, I argue that a changing view ofpersonhood within post-liberal theory has led to aquestioning of the possibility of (...) choice, and that theabsence of choice necessitates a shift in thedefinition of responsible behaviour. If we are createdby our decisions then we cannot be held to account forour decisions, but only for the care we have takenover them. Responsibility is therefore measured notby our level of self-control but by our level ofself-awareness. Finally I examine the consequences ofthis shift in the meaning of responsibility. Withinthis framework autonomy is illusory thereforedecisions do not need to be respected. This explainswhy the implementation of Part II of the Family LawAct 1996 has been called into question. Within thisframework responsibility is relative therefore itextends indefinitely. This enables the Family Law Actto be uniquely intrusive and judgmental: everydivorcing couple, on being held up to scrutiny, isfound lacking. (shrink)

In the regime of Anglo-American tort law, every person has a responsibility to comport him- or herself with “due care” in going about day-to-day activities so as not to imperil the health, safety, or general welfare of others. The gold standard for determining what constitutes due care in any particular situation is what a reasonable person, similarly situated, would do. Determinations of due care are necessarily fact specific. Nevertheless, the general objective is to strike an appropriate balance between an unrealistically (...) high standard of caution and one that fails to take into account the known or foreseeable risks of any human endeavor. The same standard applies to individuals regardless of their age, gender, race, and level of education or economic status. The standard also applies to fictional “persons” such as corporations. The usual or prevailing custom and practice in an industry or occupation may provide relevant evidence of what constitutes “due care” in the activities common to it, but that evidence can be effectively overcome or rebutted by competent, credible evidence that the custom and practice either diverges from what it has been asserted to be or that the custom and practice is itself unsafe or otherwise poses an unreasonable risk of harm to others. Until quite recently, a singular exception to this general principle of tort law was made for the medical profession. We will consider this exception in the next section. (shrink)

The ArgumentIn this we explore some of the ways in which a state scientific laboratory (Daresbury SERC) reacted to the rtetoric and forces of the marketpace in the 1980s. We describe laboratory attempts to create what we call “good customers” while converting itself into a “good seller” by developing a particulat set of costing practicting that were closely related to the implementation of a management accounting system. Finally, we consider how Daresbury response to “market forces” influenced scintific and organzational (...) practice, and arsponse that the social technologies of governmentality performed by accountancy — but also by scientific and bureaucratic practice are complex, discursively heterogeneou, and used in context-sensitive ways. This means, or so we suggest, that it is difficult to mount general argunents about “science” and “the market,” and that the use of such large-scale institions impedes impedes analysis. (shrink)