Customer civility is an established construct in the study of ethical consumption. However, scholars have paid insufficient attention to customer civility in relation to the flourishing peer-to-peer economy. Therefore, the purpose of this article is to develop and test a theoretical framework which examines the antecedents of the customer civility in the P2P economy. We use social exchange theory to develop a model that posits customer interaction experiences with property owners, properties, and P2P platforms as antecedents of customer civility in (...) the P2P economy. Two studies were used to test our framework: Study 1 comprises a survey of Chinese customers ; Study 2 involves secondary data crawled from the Web site of Xiaozhu, one of China’s largest P2P accommodation platforms. OLS regression analysis was used for hypothesis testing. Results demonstrate three antecedents of customer civility in the P2P accommodation sector: interpersonal trust, property experience, and platform governance. In addition, the positive effect of interpersonal trust on customer civility is stronger when customers have high economic incentive, while the effect of property experience is significantly stronger when customers have low economic incentive. (shrink)

Whatever may be said about contemporary feminists’ evaluation of Descartes’ role in the history of feminism, Mary Astell herself believed that Descartes’ philosophy held tremendous promise for women. His urging all people to eschew the tyranny of custom and authority in order to uncover the knowledge that could be found in each one of our unsexed souls potentially offered women a great deal of intellectual and personal freedom and power. Certainly Astell often read Descartes in this way, and Astell herself (...) has been interpreted as a feminist – indeed, as the first English feminist. But a close look at Astell’s and Descartes’ theories of reason, and the role of authority in knowledge formation as well as in their philosophies of education, show that there are subtle yet crucial divergences in their thought – divergences which force us to temper our evaluation of Astell as a feminist. My first task is to evaluate Astell’s views on custom and authority in knowledge formation and education by comparing her ideas with those of Descartes. While it is true that Astell seems to share Descartes’ wariness of custom and authority, a careful reading of her work shows that the wariness extends only as far as the tyranny of custom over individual intellectual development. It does not extend to a wariness about social and institutional customs and authority (including, perhaps most crucially, the institution of marriage as we see in her Reflection on Marriage). The reason for this is that Astell’s driving goal is to help women to come to know God’s plan for women – both in their roles as human and in their roles as women. According to Astell, while it is true that, as individuals, women must develop their rational capacities to the fullest in order to honor God and his plan for women as human, as members of social institutions, including the institution of marriage, women must subordinate themselves to men, including their husbands, in this case so as to honor God and his plan for women as women. Once we understand the theological underpinnings of her equivocal reaction to authority and custom, we can see that Astell may be considered a feminist in a very tempered way. My second task is to use these initial conclusions to re-read her proposal for single-sexed education that we find in A Serious Proposal to the Ladies. It is true that Astell encourages women to join single-sexed educational institutions for the unique and empowering friendships that women can develop in such institutions. Still, my argument continues, the development of such friendships is not entirely an end in itself. Rather, Astell encourages women to develop such friendships such that they can re-enter the broader world armed with the tools that will help them endure burdensome features of the lives that await them in the world, including their lives as subordinated wives –burdens that Astell does not, in principle, challenge. (shrink)

In order to be competitive in an era of ethical consumerism, brands are facing an ever-increasing pressure to integrate ethical values into their identities and to display their ethical commitment at a corporate level. Nevertheless, studies that relate business ethics to corporate brands are either theoretical or have predominantly been developed empirically in goods contexts. This is surprising, because corporate brands are more relevant in services settings, given the nature of services, and the fact that services settings comprise a greater (...) number of customer–brand interactions and touch points than goods contexts. Accordingly, the purpose of this article is to empirically examine the effects of customer perceived ethicality of corporate brands that operate in the services sector. Based on data collected for eight service categories using a panel of 2179 customers, the hypothesized structural model is tested using path analysis. The generalizability theory is applied to test for measurement equivalence between these categories. The results of the hypothesized model show that, in addition to a direct impact, customer perceived ethicality has a positive and indirect impact on brand equity, through the mediators of recognition benefits and brand image. Moreover, brand heritage negatively influences the impact of customer perceived ethicality on brand image. The main implication is that managers need to be aware of the need to reinforce brand image and recognition benefits, as this can facilitate the translation of customer perceived ethicality into brand equity. (shrink)

The institutional architecture of United States immigration enforcement underwent a fundamental and unprecedented restructuring between early 2025 and the beginning of 2026. This period, characterized by a rapid expansion of the Immigration and Customs Enforcement (ICE) workforce, was driven by a confluence of aggressive legislative funding, a reconfiguration of recruitment strategies, and a systemic prioritization of enforcement velocity over traditional vetting and training protocols. Central to this transformation was the passage of the One Big Beautiful Bill Act (OBBBA) in (...) July 2025, which provided the fiscal engine for a 120% increase in agency manpower within a fiscal year. This report provides an exhaustive analysis of the demographic, ideological, and operational shifts within ICE, examining the claim that the majority of the current force is composed of new hires with predominantly White, male backgrounds and potential affiliations with far-right extremist organizations. -/- . (shrink)

The aim of this paper is to evaluate the critical success factors and investigate the benefits that might be gained once implementing Electronic Customer Relationship Management at HEI from employee perspective. The study conducted at Al Quds Open University in Palestine and data collected from (300) employee through a questionnaire which consist of four variables. A number of statistical tools were intended for hypotheses testing and data analysis, including Spearman correlation coefficient for Validity, reliability correlation using Cronbach’s alpha, and Frequency (...) and Descriptive analysis. The overall findings of the current study show that all the features were important for staff and it was critical success factors, at the same time, websites were providing all the features discussed by the theory whereas staff showed their willingness to use those features if provided. It is also discovered that implementing Electronic Customer Relationship Management can cause staff retention, were provided efficiently and needed to be improved. Research limitations: The survey findings were based on QOU employee in Palestine, UAE and KSA branches not included in the study. (shrink)

This research seeks to better understand how an organization-related employee perception and job attitude may influence organizational members to ethically create customer value. Specifically, it is proposed that high person–organization fit perception, more precisely ethical values person–organization fit perception, can influence business-to-business salesperson commitment to providing superior customer value both directly and indirectly through trust in sales manager, while encouraging ethical salesforce behavior, an important aspect of communicating and delivering customer value. Results from a study of 408 business-to-business salespeople find (...) that ethical values person–organization fit positively influences salesperson commitment to providing superior customer value, as well as trust in manager. Trust in manager directly affects commitment to customer value and mediates the relationship between ethical values person–organization fit and unethical intent. Theoretical and managerial implications are provided, as well as directions for future research. (shrink)

Excerpt from Custom an Essay on Social Codes Still a professor extraordinarius and thus not en cumbered with the time-consuming duties of an Ordinarius (a full professor), T onnies was living in the small town of Eutin, about an hour's ride on the train to Kiel, the seat of his university, and engaged in a prolific literary and scholarly pro duction on a great variety of theoretical as well as practical sociological, political and economic prob lems. Most of his articles (...) were intended for an edu cated though not professional public of people in terested in fundamental questions of social life or in social problems of the day. About the Publisher Forgotten Books publishes hundreds of thousands of rare and classic books. Find more at www.forgottenbooks.com This book is a reproduction of an important historical work. Forgotten Books uses state-of-the-art technology to digitally reconstruct the work, preserving the original format whilst repairing imperfections present in the aged copy. In rare cases, an imperfection in the original, such as a blemish or missing page, may be replicated in our edition. We do, however, repair the vast majority of imperfections successfully; any imperfections that remain are intentionally left to preserve the state of such historical works. (shrink)

Previous studies on the antecedents of supplier corporate social responsibility (SCSR) have mainly focused on the factors in customer-supplier relationships, leaving the influence of suppliers' customer base underexplored. To fill the gap, this study identifies major customers' geographic dispersion (MCGD) as an important characteristic of suppliers' customer base, and explores its influence on SCSR from a combined perspective of transaction cost, social control, and signaling theories. Based on data from 1873 Chinese listed suppliers during the period from 2010 to 2021, (...) this study finds a U-shaped relationship between MCGD and SCSR. Moreover, the results also show that the U-shaped relationship is further moderated by supplier size (SS) and customer concentration (CC). Overall, this study advances the understanding of SCSR and provides important implications for the participants in B2B markets and researchers alike. (shrink)

Character customization is a prominent feature in digital games, affording users the ability to tailor one’s virtual self-representation (avatar) to match aspects of their actual or ideal self, influencing psychological well-being. The mental health implications of character customization can be partially explained by self-discrepancy theory, which argues that achieving congruence with one’s avatar reduces cognitive dissonance. However, the role of undesirable self-concepts such as mental health ailments have largely been overlooked in this context despite forming part of one’s identity. In (...) theory, customization of an avatar representing undesirable self-concepts presents a self-regulatory paradox: individuals desire to reduce discrepancies with a self-representation, yet they also desire to enlarge discrepancies with a disliked-self. To reconcile this, two experiments explored the psychological implications of imbuing avatars with undesirable self-concepts. In Study 1 (N= 90), participants customized an avatar to represent anxiety within themselves (i.e., an anxiety avatar). Customization significantly reduced state anxiety compared to a control group, supporting the proposed discrepancy-reduction mechanism. Study 2 (N= 122) employed a 2 (customization: yes, no) × 2 (destruction: yes, no) between-subjects design, with participants either destroying or observing an anxiety avatar. Destruction of customized anxiety avatars resulted in the largest reduction in anxiety among all conditions, supporting the proposed discrepancy-enlargement mechanism. Theoretical and practical implications for the use of avatar-based e-mental health interventions are discussed. (shrink)

Digital transformation has allowed to offer additional services - which complement the main product - both in terms of use, emotional and relationship terms. Focused on a traditionally rational insurance customer offering a value that explores the customer's emotions, from co-creating with the user, allows brand differentiation. Given this idea, this document has three purposes. First, identify the role of expectations and the perceived quality of the customer's digital experience. Secondly, to identify the relationship between experience and satisfaction gained in (...) private insurance web areas. Third, identify the most valued digital attributes by the user. A sample of 4,178 customers registered was analyzed using the partial least squares technique. The model is highly predictive to customer experience and evidence the important relationship between the WOW effect and satisfaction, as well as the weak but doble role that expectations play on insurance digital self-service. The model demonstrates that expectations are only relevant before web consumption, because during the process it is the perceived digital quality, in particular the usefulness, information and technology, that offer a true customer experience. This article offers high academic value because it more accurately defines the determinants of the digital insurance customer experience and its effect on customer satisfaction in digital services. While expectations influence attitude before service, this research reveals that perceived digital quality is what delivers a true customer experience. Strategically, the implications are immediate in the field of business as it shows the importance of co-creation in digital design, not only because of the significant savings in implementation costs but also because it guarantees a greater experience, essential in the loyalty of its customers. This ensures the sustainable growth of the company. (shrink)

What is the relationship between custom and madness? Are there only so many departures from customary thoughts or actions before which one is mad? I suspect this is so, and the suspicion converges to some extent with our psychiatric practice, which is really about reducing any deviation from normal and unadventurous behaviour. The suspicion is of interest to philosophers because, if true, each time an individual breaks with custom, this may seem rational by all standards - supported by reason and (...) leading to valuable outcomes; however, when one examines the whole set, a line has been crossed: it is madness to have this many breaks. (shrink)

PurposeThe purpose of this paper is to examine how the design of characteristics and use of practices incorporated in customer relationship management information systems (CRM‐IS) impact on the expression and realisation of moral agency within organisations.Design/methodology/approachThe paper draws on the findings from an in‐depth UK case study of a CRM‐IS implementation.FindingsThe paper finds that some characteristics and practices within CRM‐IS can restrict the expression and realisation of moral agency in organisational life, resulting in a number of problems. For a greater (...) consideration of MacIntyre's virtue ethics approach in order to respond to such challenges is argued.Originality/valueThe paper offers a relatively rare insight into the significance of the ethical issues arising from the organisational use of CRM‐IS and strategies. The paper should be of interest to managers, computer professionals and academics. (shrink)

The socialization process in knowledge management has been in discussion for more than a decade, and most research has focused on socialization among employees in developing organizational knowledge. But this article tries to explore the socialization aspect in customer knowledge management in a customer-centric industry, retail using social media. The case study of a leading Indian retailer is implemented using netnography, a research technique that draws data from computer-mediated communication channels. The communications of the retailer to and from customers through (...) Facebook, Twitter and Foursquare are collected, codified and analysed. The findings explored the customer knowledge gaps in the social media interactions, based on which a CKG model was developed. The study gives a new insight for retailers which can be used to evaluate their strategies using customer knowledge from social media apart from customer relationship management and personal interactions. The information t... (shrink)

This paper deals with custom in action, namely, with the relationship between custom and action against the background of Amedeo Giovanni Conte’s nomotropism. Starting with Frerichs’ provocation of the peculiarity of saying ‘handeln nach der Sitte’ (acting according to custom) in favor of ‘sich handelnd nach was üblich ist’ (acting after what is usual), this paper will begin an exploratory research regarding the semantics and the ontology of custom to investigate the possibility of a nomotropic behavior in the field of (...) custom. Therefore, this paper will quote, at first, Rudolf von Jhering’s theory, and, at second, Ferdinand Tönnies’ theory. In conclusion, this paper suggests that an inquiry into custom in action (and in particular Tönnies’ ontology of the normative) could benefit from the nomotropic categories of analysis – such as adeontic and deontic regularities. (shrink)

We often face a bewildering array of different explanations for the same social facts (e.g. biological, psychological, economic, and historical accounts). But we have few guidelines for whether and when we should think of different accounts as competing or compatible. In this paper, I offer some guidelines for understanding when custom or norm accounts do and don’t compete with other types of accounts. I describe two families of non-competing accounts: (1) explanations of different (but similarly described) facts, and (2) accounts (...) which seem to differ but are really different parts or versions of the same underlying explanation. I argue that, while many types of apparent competitors don’t really compete with customs, there are some that do. I also describe some of the central problems, which suggest that custom accounts will compete poorly with their rivals. (shrink)

We have transited far from an ancient culture of hunters to the world of today when our conditions as human beings are changing. We recognize that our biological-cultural co-evolution has privileged reason. Even if it takes a tiny part of our mind; first memory and then reason have become protagonists in our relation with the landscape. It also means that pain control became a social custom for developing morality: this is the central thesis of this essay. This conclusion derives from (...) our experimental research on the symbolic image of the world, that was guided mainly by Jung’s psychology and by Aristotle’s Poetics and Ethics. (shrink)

This book seeks to reintroduce the notion of custom in economics by providing a link between market processes, which are much analysed, and customary elements, which have been neglected by economists or at best seen as routines that have been adopted because they were competitively successful. Schlicht draws on philosophy and psychology in addition to economics.

The Liberalism Trap identifies a methodological problem in contemporary political theory: focus on liberalism has become an interpretive custom directing engagements with politics. Though scholars have long analysed the meaning, merits, successes or failings of liberalism, little attention is paid to how such preoccupations shape the way we study political questions and texts. Evaluating the effects of these preoccupations is what motivate the book. To interrogate those effects, Philips turns to John Stuart Mill-the so-called father of modern liberalism. As she (...) argues, Mill's canonical status as a liberal is habitually substituted for his political arguments such that the now standard association of Mill with liberalism conditions how and why he is read. Offering a comparative reading of Mill's proposals concerning gender, class, and empire, Philips instead recovers a thinker motivated not by ideological certainties, but by a politics of uncertainty. In so doing, she draws into view the complex strategies that Mill employs across his work on domestic and imperial questions, strategies obscured by his liberal mantle. Her recovery of Mill's uncertain politics sets into relief the interpretive costs of reading through liberalism. That even the paradigmatic liberal is unduly constrained by this label ought to give us pause. Taking a break from liberalism, Philips shows that we gain a more nuanced account of Mill's politics, and critical and evaluative distance from our own customs of interpretation. With these interventions, The Liberalism Trap integrates an innovative reading of a canonical thinker with a methodological critique of interpretive practices in contemporary political theory. (shrink)

Customer churn means a customer stop doing business with telecommunication, that is not using the service of the company again after using it for a specific period. Acquiring new customer is five to six times costlier than retaining existing customers, therefore business that invest in using Artificial intelligence to reduce customer churn risk is wise. This study leverages Artificial Intelligence (AI) and causal analysis within a Responsible AI framework to assess feature influence on churn and mitigate model bias. Through interpretable (...) machine learning, the study enhances model transparency for stakeholders. Causal inference analysis identifies key variables affecting churn. Evaluation metrics indicate LightGBM outperforms other models, with contract type, tenure, and dependents as significant predictors. This paper demonstrates the application of Responsible AI principles in addressing customer churn. Customer churn occurs when a customer stop conducting business with a telecommunications firm, which indicates that they do not use the company’s service again after a certain length of time. Acquiring new customers is five to six times more expensive than keeping existing customers, thus businesses who engage in artificial intelligence to reduce customer churn risk are savvy. This study uses AI and causal analysis within a Responsible AI framework to examine feature influence on churn and reduce model bias. The study improves model transparency for stakeholders by including interpretable machine learning. Causal inference study finds the important variables that influence churn. LightGBM beats other models in terms of evaluation measures, with contract type, tenure, and dependents serving as key predictors. The findings show that month-to-month contracts and greater total expenses increase churn, while longer contracts and specific internet services decrease it. This paper highlights the use of Responsible AI concepts to solve consumer attrition. (shrink)

For hospitality establishments like the House of Lechon to remain profitable and draw in new clients, maintaining high standards of service quality is essential. Despite this, satisfying and surpassing client expectations is a constant struggle given the dynamic nature of consumer preferences. To evaluate customer satisfaction at the House of Lechon, this study draws on previous research on service quality and examines customers' expectations and experiences in several areas, including responsiveness, tangibility, reliability, assurance, and empathy. This study, which involved a (...) purposive sample of 100 participants, used a descriptive-quantitative technique to identify areas for improvement and suggest strategic actions to improve service quality and close the gap between customer experiences and expectations. The results emphasize how crucial it is to give service quality factors top priority to increase client happiness and loyalty in the cutthroat hotel sector. (shrink)

This book explores whether and how religious and secular worldviews and political ideologies held by scientists, citizens, decision-makers and politicians influence science as practiced and understood today. In this book, customized science is defined as a science built according to - or altered and fitted to - a particular group's specifications, that is, its needs, interests or values, its political ideology or worldview. It is science governed not merely by goals such as increased knowledge and explanatory power, but also by (...) goals such as economic growth, sustainable development, the equality of women or the end of religion. The contributions to this book discuss, with regard to particular worldviews and themes connected to the public role of science, whether science is increasingly becoming customized to fit the needs and interests of various groups in society, but also what the consequences of such a development may be both for science and society. (shrink)

Virtue ethics is regarded as the key in search of moral excellence among corporations. Yet, there are limited works to empirically investigate what virtuous character morally good corporations is expected to exhibit in the course of business from the perspective of customers. To fill this gap, we argue that customers are to evaluate firm’s virtuous character using Confucian cardinal virtues (ren, yi, and li) and perceived virtuousness determines customer loyalty. We test this argument using a sample of 276 Hong Kong (...) Chinese. The result suggests that a corporation not only has to offer a good value and high quality to customers but also needs to develop and acquire virtuous character in retaining customer loyalty. Firm has to embrace ren, yi, and li as the primary business goal. In fact, they are not the means but the end in themselves. The continuous pursuit of these cardinal virtues at the firm level not only establishes proper corporate values but also enables a firm to act morally in the course of business. Such kind of firm is known as junzi corporation. (shrink)

: Here it is demonstrated how, in the early ru philosophical discussions of human nature and the pivotal role of education, the concept of "custom" came to play a crucial role. This concept became the standard rubric for all defective education or upbringing. Custom was defective because it was partial, tied to the character of place, and dominated by the attraction of material objects. This contrasted with the "classicist" education of the ru that was all-encompassing, grounded in the refined culture (...) of the Zhou literary and musical heritage, and detached from the desire for material goods. (shrink)

Alonso de Sandoval (1576–1652) was a White Jesuit cleric who was born in Spain but lived in South America nearly all his life, mostly in Cartagena, Colombia. The chapter is a selection from a lengthy Spanish treatise that he published in 1627 and in which he discusses Africa, the transatlantic slave trade, and the work of Christian missionaries in New World colonies. This book is titled The Nature, Sacred and Profane Authority, Customs and Rites, Discipline, and Evangelical Catechism of (...) all Blacks. Sandoval does not denounce the transatlantic slave trade categorically, but he portrays its brutality incisively and argues against some alleged justifications. The book is a crucial source of information about the lives and experiences of enslaved people in the early seventeenth century. It also illustrates that Christian theology can be used both to criticize and to condone transatlantic slavery. (shrink)

Incivility among employees in frontline encounters is prevalent, but little is known about its impact on customers’ ethics-related perceptions and behaviors. Drawing upon the stimulus–organism–response paradigm, this study examines how witnessing incivility among employees can serve as a social atmospheric cue to influence customers’ perceived ethicality of an organization and their subsequent behaviors. According to our results, in response to employee-to-employee incivility witnessed during frontline encounters, customers perceive the uncivil employees’ organization to have a lower level of ethicality. In turn, (...) customers engage more in unethical behavior and less in customer citizenship behavior. We further demonstrate that the negative effect of uncivil employee-to-employee interactions on customers’ perception of the ethicality of an organization is amplified when customers have an a priori perception that the organization is competent. The findings hold theoretical and practical implications for the management of employee-to-employee incivility and unethical customer behavior during frontline encounters. (shrink)

Online shopping for customized garments has become the fastest-growing field of the Chinese eBusiness market. Most consumers not only limit themselves to buying standardized garments but also want to buy garments customized to their preferences. This phenomenon has pushed the fashion textile and apparel industry to change its supply chain operations to meet the customization demand. Besides, the fashion textile and apparel industry also want to study how different channel factors will affect consumers' perceived value and further influence consumers' purchasing (...) decisions. We initiated this study and empirically tested more than 200 experienced consumers. This study collaborated with a fashion textile and apparel company that aims to implement customized product lines soon. Based on the perceived value theory and risk management theory, we investigated whether product involvement and channel identification on supply chain design will affects potential customized product consumers' purchasing decisions. The findings reveal that channel recognition affects consumer decisions by having a positive impact on their perceived value. The perceived risk and shopping channel involvement of consumers have a negative impact on their perceived values and channel selections. In addition, product involvement has a moderating effect on the relationship between channel's perceived risk, perceived values, and channel selections as well. (shrink)

So considered, Hume is viewed as a naturalist, whose project in the first three parts of the first book of the Treatise is to provide an account of the...

Using the emerging technology of large-scale textual analysis, this study examines the use of the term ‘customer satisfaction’ and its variants in the annual reports issued by publicly traded U.S. corporations and filed with the Securities and Exchange Commission as Form 10-K. We document the frequency of the term’s occurrence in 10-Ks over the 1995–2013 period and the differences in usage across industries. We then relate the term’s usage in 10-Ks to subsequent scores from the American Customer Satisfaction Index to (...) determine whether management’s discussion of customer satisfaction in financial disclosures is credible. The commitment of management to shareholders versus, more broadly, stakeholders is a central question in business ethics, and the integrity of management communication is a fundamental construct in the American Marketing Association’s Statement of Ethics. We document a complex relation between management’s discussion of customer satisfaction and subsequently reported satisfaction. We find that the general use of customer satisfaction in 10-K documents is negatively correlated with subsequent ACSI scores. However, for retail firms, when the phrase is located near words indicating measurement or monitoring of the phenomenon, the empirical relation is reversed and becomes positive. (shrink)

We examined whether and how managerial ability affects the relationship between customer concentration and corporate performance. Based on a novel measure of managerial ability, we found that customer concentration has a significant negative effect on corporate performance, while managerial ability can mitigate this effect. The negative effect of customer concentration is only significant in the subsample of low ability and lower efficiency in asset utilization, while the moderating effect of managerial ability is significant for all levels of asset utilization efficiency (...) and more significant for firms with a lower gross margin. The results are robust to numerous robustness tests and endogeneity concerns. Additional analysis of mechanisms shows that in addition to superior operating ability, competent managers select major customers who are more beneficial to their company and decrease the sensitivity of their research and development investment to customers. These findings indicate that the heterogeneity of managerial ability plays an important role in the supplier–customer context when the supplier firm generally faces one or more concentrated customers. (shrink)

The study employs netnography as a tool to measure the use of digital media strategies, components of branding communication, and the impact of digital interaction on consumers’ behavior. Netnography was utilized as the primary research approach to analyze customer engagement with athleisure brands in the Indian market. The findings show that most of the brands experienced growth across all platforms during the “New Trend,” except for Koral on YouTube and Varley on Instagram, which experienced a decline, and Grammicci remained unchanged (...) across its platform. The study also shows that brands that have consistent commitment across all levels of digital engagement to convey product positioning and its value with respect to the current fashion are better placed competitively. The study points out that, especially in India, where the retail market is multifaceted and technology-driven, influencer marketing through video content, using visual images and even engaging an influencer in marketing the product, with brands achieving more consumer interaction and involvement while using such strategies. The results obtained from the study are useful in assisting brands in strategizing on how to engage customers effectively in countries such as India and also in executing effective digital marketing strategies in many other countries. (shrink)

The paper takes a look at insurance customer dishonesty as a special case of consumer ethics, understood as a way of situation handling, as a moral choice between right and wrong, such as between self-interest vs. common-interest, in other words, a “moral temptation”. After briefly raising the question if different schools, of moral philosophy would conceptualize such moral temptations differently, the paper presents ‘moral psychology’ as a frame of reference, with a focus on cognitive moral development, moral attitude and moral (...) neutralization. Conceptualization questions can’t be answered finally without thinking at the same time of empirical research design and instrument design decisions, e.g. choosing between experiment vs. questionnaire studies, designing suitable moral temptation situations as an experiment vs. questionnaires with scenario vignettes. The paper discusses then experiences from a 2004 pilot survey, with a main focus on a few insurance dishonesty scenarios with follow-up questions. The paper has an open end, i.e. outlines desirable future theoretical, empirical and practical work with insurance customer dishonesty. (shrink)

Given that services differ from goods in terms of intangibility, heterogeneity, and inseparability, customers may evaluate green services differently from how they evaluate green goods. Previous research has investigated customers’ perceptions and purchase decisions regarding green products. However, limited attention has been paid to the impact of green practices on customer evaluations of the service experience as well as important contingencies that bear on this relationship. Drawing on stakeholder theory, our study examines the impact of green practices on customer evaluations (...) and further considers the influences of environmental- and firm-level contingencies. We test our model with a multi-source dataset in the Chinese hotel industry. The findings indicate that green practices improve customer evaluations of the service experience. This positive impact is, however, weaker in external environments characterized by high internet penetration and market complexity but is stronger for hotels with innovative services and for business hotels. Our findings provide novel insights into the environmental ethics and stakeholder management literatures by revealing the role of green practices in promoting positive service evaluations as well as the contingent influences of external environments and internal firm-level characteristics. (shrink)

Participative pricing demonstrates the basic idea of allowing customer participation in price-setting process. Nottingham Playhouse, IBIS Singapore, Metropolitan Museum of Art, Wiener Deewan, Girl Talk, 8k, Zest consulting, Radiohead band and many more have successfully implemented pay-what-you-want, the most innovative form of participative pricing. Based on the degree of participation, PWYW is the highest form that allows buyers to select any price they want to pay for a product/service, including zero. The present study examines how customers lower their motivation to (...) pay more for products offered under PWYW by morally disengaging themselves from reciprocity concerns. It focuses on one mechanism of moral disengagement—displacement of responsibility and tests the proposed hypotheses in PWYW context. 284 responses were gathered using structured questionnaires at a reputed public university. Data were analysed using partial least-squares structural equation modelling. Findings indicate that customers’ moral disengagement via displacement of responsibility towards reciprocity concerns is negatively associated with willingness-to-pay more. Results corroborate the attenuating role of perceived control on the negative association between displacement of responsibility towards reciprocity concerns and WTPM. However, relaxation from monetary commitments does not have a significant moderating effect on the negative relationship between moral disengagement and WTPM. This study is possibly the first to empirically investigate the interplay among individuals’ cognitive mechanisms, moral disengagement from reciprocity concerns and socio-demographic variables under participative pricing. Findings empirically substantiate the theory of moral disengagement, moral self-regulation and social cognitive theory. Practitioners should actively engage customers’ moral self-regulation process and provide more sense of perceived control while designing participative pricing offerings. (shrink)

Digital transformation of traditional enterprises can better develop new customer relationships and help mitigate the business risk of their over-reliance on single-customer relationships. However, little research has been conducted on the internal mechanisms of how enterprise digitalization reshapes corporate customer relationships. In this manuscript, from the perspective of dynamic capability theory, we construct conceptual models of enterprise digital transformation, innovation capability, operational cost, and customer satisfaction, and explore the internal mechanisms of enterprise digital transformation to reduce the dependence of enterprises (...) on large customers. The model is empirically studied by obtaining data on the degree of digital transformation of enterprises through “search statistics” of keywords in the annual reports of Chinese listed companies during 2011–2019. This manuscript finds that digital transformation significantly reduces the concentration of large customers and has become a powerful driver of business model innovation in the digital economy, and this finding remains robust to the use of PSM and instrumental variable methods to address endogeneity. Digital transformation reduces firms’ dependence on large customers through three mechanisms: improving firms’ innovation capabilities, reducing firms’ operating costs, and increasing customer satisfaction. The impact of digital transformation on reducing the dependence of non-state enterprises on large customers is greater than that of state-owned enterprises; the implementation of digital transformation strategies is more helpful for enterprises that have active interactions with customers to reduce their customer concentration; and the reduction of customer concentration is greater for enterprises in regions with higher levels of digital development compared to those in regions with lower levels of digital development. The economic consequence test finds that digital transformation diversifies customer structure and reduces business risks. The analysis of the innovation effect and customer satisfaction effect on reducing the concentration of large customers of enterprisesby implementing digital transformation enriches and expands the dynamic capability theory and provides important insights for enterprises to diversify their customer structure. (shrink)

The first part of Chapter 2.21 of the Arthaśāstra deals with the activities of the Customs Superintendent, containing recommendations regarding the collection of customs duty. Scholars have encountered several difficulties in understanding the meaning and purposes of the activities described. An auction-like procedure described in the text has been analyzed by some as the normal operation of a market, with the payments to the treasury mentioned there taken as a hitherto-unknown market tax—the price of trading in the market. (...) Other paragraphs in the text describe seemingly self-contradictory trader actions. Interpretations of these actions have involved the imbuing of traders with complex psychological beliefs regarding the actions of other traders. This article proposes an economic model of the underlying market structure, which leads to a different and integrated reading of the text. In this reading, the author of the text, recognizing the incentive for importers to undervalue their goods, suggests the auction procedure and accom- panying penalty payments to elicit truthful revelation of importers’ valuations and to maximize customs levy collections. By comparing the procedure in the Arthaśāstra to modern-day regulations intended to combat tax evasion, the article provides early evidence of the use of sophisticated mechanisms to elicit truthful value revelation. (shrink)

Telecommunications is one of the most dynamic sectors in the market, where the customer base is an important pawn in receive safe revenues, so is important to focus attention is paid to maintaining them with an active status. Migrating customers from one network to another varies among telecommunication companies depending on different factors such as call quality, pricing plan, minute consumption, data, sms facilities, customer billing issues, etc. Determining an effective predictive model helps detect early warning signals when churn occurs (...) and assigns to each customer a score called “churn score” that indicates the likelihood that the individual might migrate to another network over a predefined time period. To this extent, the present paper uses more than 10k customers sample of a telecommunication company and tries to analyse the churn behavior. The aim of the paper is both to test the efficiency and performance of the most commonly used data mining techniques to predict the churn behavior and to underline the main indicators that can be used when conducting such analyses. Knowing the magnitude of the churn phenomenon, the company can prevent the instability that is going to occur by applying a series of measure in order to increase the retention of the current customers. (shrink)

To teach information literacy, many colleges and universities use a version of TILT (the Texas Information Tutorial) or Searchpath, a modification of TILT by Western Michigan University. This paper describes our experience customizing Searchpath for Kutztown University’s Rohrbach Library, including the impetus behind the project, the process of customizing Searchpath, the project pilot, collaborative efforts, and challenges encountered. The authors also discuss the decision to select Searchpath rather than TILT, how Kutztown’s version of tutorial is currently being used, and future (...) plans for the product, along with suggestions to those considering Searchpath for their libraries. (shrink)

Bound-constrained optimization has wide applications in science and engineering. In the last two decades, various evolutionary algorithms were developed under the umbrella of evolutionary computation for solving various bound-constrained benchmark functions and various real-world problems. In general, the developed evolutionary algorithms belong to nature-inspired algorithms and swarm intelligence paradigms. Differential evolutionary algorithm is one of the most popular and well-known EAs and has secured top ranks in most of the EA competitions in the special session of the IEEE Congress on (...) Evolutionary Computation. In this paper, a customized differential evolutionary algorithm is suggested and applied on twenty-nine large-scale bound-constrained benchmark functions. The suggested C-DE algorithm has obtained promising numerical results in its 51 independent runs of simulations. Most of the 2013 IEEE-CEC benchmark functions are tackled efficiently in terms of proximity and diversity. (shrink)

The purpose of this study is to investigate customer preferences towards private label brands compared to manufactured brands of food products in retail outlets. By understanding the factors influencing brand preference, including perceived quality, price sensitivity, brand loyalty, and trust, the study aims to provide insights into the changing dynamics of consumer behavior in the retail industry. This study adopts a mixed-methods approach, combining qualitative and quantitative techniques to comprehensively investigate customer preferences towards private label brands over manufactured brands of (...) food products in retail outlets. The research design includes both observational and survey-based methods to gather rich data on consumer behavior and preferences. The study employs stratified random sampling to ensure representation across different demographic groups and geographical regions. The sample consists of consumers who regularly shop for food products in retail outlets Bangalore. The investigation into consumer preferences for private label and national brands has provided a comprehensive understanding of their behavior across diverse retail outlets in Bangalore. The findings indicate that customers perceive private label brands as local products distinct from national brands. The implications of this study extend beyond understanding customer preferences towards private label brands to encompass strategic decision-making processes, marketing strategies, and overall business performance in the dynamic retail environment. (shrink)

Lex Mercatoria play a crucial role in resolving disputes arising from international trade contracts before arbitration bodies, thus establishing them as an independent legal system capable of regulating international commercial relations. This legal characteristic imposes a certain obligation on various arbitration bodies to apply them to the disputes brought before them, either based on the parties' intentions or based on the legal force inherent in those customs. Consequently, this research examines the extent of recognition of the binding force of (...) commercial customs before arbitration bodies, and based on that, it elucidates the authority of these bodies in applying them to international trade disputes. It is evident that these customs, due to their flexibility derived from the nature of commercial transactions and the customary practices of traders resorting to them, have become today an independent legal system that imposes itself on arbitration bodies even if the parties did not choose to apply those customs. This paper recommends the Jordanian legislator to explicitly adopt the application of these commercial customs in the Jordanian Arbitration Law texts, following the example of national and international comparative legislation. (shrink)

There is a long-standing discussion on the positive interactions between enterprise value creation and business competitiveness. The corporate value can be seen as being created from three major sources within the cycle - from employees, from processes, and from customers or investors through reinvestment. To achieve competitive advantages, a firm must create more value than its competitors in the industry. Emphasizing that, firms should explore the positive drivers of customer value creation, allowing for a true value creation that will lead (...) to increments in competitiveness. In reality, however, there are also barriers that hinder customer value creation. Targeting the above issues that have not yet been explored or analyzed, we have collected related literature at the first stage. Based on these presumable assumptions, this paper then conducts an empirical study by surveying and analyzing the relevance given by the investigated leading machinery measuring equipment firms in Taiwan, regarding the concerns as drivers and barriers in relation to customer value creation. This paper expecially aims to answer several key questions: What drivers revolving around employees and processes can facilitate the organization to create more value for its customers? Conversely, what barriers block the organization from creating value for customers in examining the same dimensions? Does value creation direct an organization's profitability and competitiveness? Our questionnaire survey results show that the most recognized and agreed drivers of customer value creation in consideration of employees are "distinctive skills", "personal experience", "learning and training", and "team work"; and, in regard to the firm's processes, the key drivers are "innovation and evolution", "R&D capability", and "capability for differentiation". Conversely, the most recognized and agreed barriers to customer value creation in relation to employees are a "distrustful environment" and "inadequate knowledge"; and, in terms of processes, they are "short of core technology", "poor resource support", and "bad services and attitudes". Furthermore, our in-depth interview outcomes reveal that "capital sufficiency" and "mergers and acquisitions" are in practice considered to be other important customer value creation drivers; in contrast, "cultural and structural barriers" and "short of mechanisms to measure customer value creation effectively" are viewed as additional critical barriers to customer value creation. (shrink)