Consumers’ confidence in companies has fallen due to recent and widespread violations of integrity and consumers’ voicing of discontent in weblog (blog) posts. Current research on integrity restoration offers little guidance regarding appropriate responses. We posit that not only what (with...

With growing environmental and social awareness, corporations are facing rising pressure to engage in corporate social responsibility (CSR); small and medium-sized enterprises (SMEs) are no exception. With operational constraints in resources and time, SMEs may attempt to boost their CSR through...

The purpose of this study is to examine the relational norms that determine social capital-an intangible resource embedded in and accumulated through a specific social structure. The social structure examined in this study is a virtual community created through text-based conversations oriented...

Comprising 26 chapters authored by 57 esteemed academics, this book facilitates readers in comprehending the key findings, questions, and future research areas of individual differences research in organizational contexts.

The use of symmetric linear functional forms to describe the relationships among customer evaluative judgments is omnipresent in services research. However, according to several researchers, the use of symmetric linear functions to model the relationships among customer evaluative judgments...

Drawing from the organizational behaviour and services marketing literature, we develop a conceptual model of self-managing team (SMT) service climate, taking into account characteristics of the organizational context, the SMT, and the individual employee. In order to assess the impact of SMT...

Multi-channel retailers that utilize an e-CRM approach stand to benefit in multiple arenas by providing targeted customer service as well as gaining operational and competitive advantages. To that end, it is inherent that multi-channel retailers better understand how satisfaction—a...