Reviewer online engagement: the role of rank, well-being, and market helping behavior

2014 ◽  
Vol 31 (6/7) ◽  
pp. 464-474 ◽  
Author(s):  
Jill Mosteller ◽  
Charla Mathwick
Keyword(s):  
Critical Incident ◽  
Empirical Work ◽  
Well Being ◽  
Helping Behavior ◽  
Customer Engagement ◽  
Ranking System ◽  
Content Type ◽  
Design Elements ◽  
Social Relatedness ◽  
The Impact

Purpose – The purpose of this paper is to examine the impact of a retailer-managed ranking system on product reviewers’ well-being and its relationship to customer engagement. Design/methodology/approach – Content analysis of reviewers’ posts, generated over a six-month period following a critical incident involving a change in the reviewer ranking system, informs findings. Findings – Fulfilling needs for social relatedness, competency and autonomy may be critical aspects that underlie reviewer engagement. Findings explain how organic and hierarchical reviewing platform design elements may support or thwart psychological need fulfillment. Reviewers expressed positive well-being when system elements facilitated organic interactions between consumers and reviewers, fulfilling social relatedness and competency needs. Hierarchical design elements elicited mixed well-being sentiments. When reviewers used rank as a feedback mechanism to signal competency development, positive well-being emerged, whereas ranking features perceived as lacking in integrity or reducing one’s autonomy, evoked negative sentiments. A stimulus-organism-response framework, grounded in environmental psychology, provides the basis for the online reviewer engagement model. This study deepens understanding of online customer engagement by illustrating how a ranking system and social elements influence well-being and motive fulfilment, key psychological processes associated with engagement. Research limitations/implications – Highly engaged reviewers on one community platform inform findings, so results are not representative of all reviewers, but are relevant for conceptual purposes concerning critical incidents. Practical implications – Findings have implications for the design of recognition platforms created to support customer engagement in online reviewing communities. Social implications – Public ranking systems designed to recognize and reward reviewers can enhance as well as degrade consumer well-being within an online service environment. Originality/value – First empirical work to examine the value of consumer well-being as it relates to engagement within an online reviewing service context.

Theorising the impact of COVID-19 on the fraud victimisation of older persons

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Cassandra Cross
Keyword(s):  
Social Isolation ◽  
Older Persons ◽  
Design Methodology ◽  
Empirical Work ◽  
Well Being ◽  
Current Response ◽  
Content Type ◽  
Fraud Risk ◽  
The Impact ◽  
Practical Implications

Purpose The purpose of this paper is to understand how COVID-19 may alter the vulnerability levels of older persons, and how this may change their potential for fraud victimisation. This is particularly focused on the government’s use of isolation, restrictions on activity and physical distancing to combat the virus. Design/methodology/approach In the absence of statistics, this paper examines what is currently known about older persons and fraud, as well as the recent knowledge of COVID-19-related fraud. On this basis, the paper hypothesises the conceivable changes to vulnerability that potentially expose older persons to fraud. Findings This paper argues that COVID-19 has not seen “new” fraudulent approaches, rather offenders have used COVID-19 as a context to their existing schemes. Further, the current response to COVID-19 can substantially increase the number of older persons experiencing levels of vulnerability, and therefore increase their fraud risk. Research limitations/implications The current paper applies existing knowledge into the current circumstances of COVID-19 and lays the foundations for empirical work to be conducted in this area. Practical implications This paper provides an impetus to target the well-being and connectivity of older persons, (regardless of the COVID-19 context), to reduce their vulnerability to fraud victimisation. Social implications This paper highlights the importance of connectivity for older persons, and the need to focus on overcoming social isolation and loneliness. Originality/value This paper is the first to hypothesise the effects of COVID-19 and its associated government responses to the overall vulnerability of older persons, with a focus on the potential for fraud victimisation.

Servicing through digital interactions andwell-being in virtual communities

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Cindy Yunhsin Chou ◽  
Wei Wei Cheryl Leo ◽  
Tom Chen
Keyword(s):  
Social Support ◽  
Social Interaction ◽  
Social Integration ◽  
Virtual Communities ◽  
Well Being ◽  
Helping Behavior ◽  
Content Type ◽  
Interaction Quality ◽  
Customer Interaction ◽  
The Impact

Purpose Applying social exchange theory as the theoretical basis, this paper aims to examine the impacts of two forms of digital social interaction on social well-being and helping behavior of customers: moderator–customer interaction quality and customer–customer social support. Furthermore, this paper investigates customer exchange ideology as a moderator of these impacts. Design/methodology/approach This paper adopted a purposive sampling method for survey materials sent to customers of firm-hosted virtual communities (FHVCs) using a consumer panel service company. The self-administered survey was developed from existing scales, and 265 usable responses were obtained. Findings Both forms of digital social interaction within FHVCs positively impact social well-being, which in turn positively influences helping behavior in the community. Social well-being is decomposed into social integration and social contribution, and each partially mediates the impact of customer–customer social support and moderator–customer interaction quality on helping behavior. This finding provides greater explanatory power for the role that digital social interactions have in predicting customer helping behavior in an FHVC. In addition, an exchange ideology positively moderates the impact of customer–customer social support on helping behavior via social integration. Originality/value This paper demonstrates that resource exchange dynamics occur digitally within FHVCs, which then affect social well-being and helping behaviors in customers. From a practical point of view, this study indicates the potential that digital interactions have in generating social and economic value through helping behaviors.

In-work poverty: reversing a trend through business commitment

2019 ◽  
Vol 40 (5) ◽  
pp. 3-11
Author(s):  
Antonios Panagiotakopoulos
Keyword(s):  
Organizational Performance ◽  
Small Firm ◽  
Empirical Work ◽  
Well Being ◽  
Business Case ◽  
Working Poor ◽  
Structured Interviews ◽  
Content Type ◽  
The Impact ◽  
Firm Owners

Purpose This study aims to explore whether employer action may contribute towards reducing in-work poverty. Essentially, the study examines the extent to which small firm owners accept as being among their core responsibilities the support of the working poor both from an ethical and financial perspective. It further explores the impact of employee-friendly policies to support the working poor on the organizational performance of small enterprises. Design/methodology/approach A qualitative approach was adopted consisting of 60 responses from 30 small firm owners and 30 employees. More specifically, the study draws on the empirical data collected through face-to-face semi-structured interviews with the firm owners of 30 low-paying enterprises operating in Greece and 30 employees working in those firms. Findings The findings reveal that employer measures to reduce in-work poverty such as systematic training, travel allowance, provision of free meals and retail vouchers, bonus schemes and other indirect financial rewards do enhance overall employee well-being, which, in turn, makes employees more engaged with their work and motivate them to “go the extra mile” for their employer. As a result, organizations appear to enjoy several benefits including less absenteeism and staff turnover, reduced errors in production and increased productivity. Practical implications The present analysis argues that a narrow focus by policymakers on both direct and indirect governmental measures (e.g. an increase of the minimum wage, childcare and housing support) to reduce in work-poverty could be problematic as there are employer instruments that could also have a direct and indirect impact on employee income that could be useful when thinking about how in-work poverty can best be addressed. The empirical work showed that the above-mentioned measures have the potential to bring various organizational benefits including increased staff loyalty, less absenteeism, improved customer service and increased productivity. Such findings indicate that there is a strong business case for employers to combat in-work poverty and provide “better” jobs to individuals. Originality/value The emphasis of research around in-work poverty has been placed predominantly on welfare state measures to support the working poor, whereas the contribution of employers has been ignored. The present study fills this knowledge gap by leading to a better understanding of whether there is a business case for employers to fight in-work poverty.

scholarly journals Culture, consent and confidentiality in workplace autoethnography

2018 ◽  
Vol 7 (3) ◽  
pp. 302-319
Author(s):  
Catherine Lee
Keyword(s):  
Role Models ◽  
Critical Incident ◽  
School Teacher ◽  
Well Being ◽  
Professional Identities ◽  
Content Type ◽  
Ethical Implications ◽  
The Face ◽  
The Uk ◽  
The Impact

Purpose The purpose of this paper is to examine the author’s experiences as a school teacher and a lesbian. It considers the culture and discourses of power in the school and the ethical implications of telling the author’s story. Utilizing autoethnography as a method of inquiry, it draws on a critical incident to explore the incompatibility of the author’s private and professional identities, and reflect on the impact of homophobic and heteronormative discursive practices in the workplace, on health, well-being and identity. Design/methodology/approach This research is grounded in an interpretivist philosophy. It utilizes writing about the self as a method of inquiry. Findings This research examines the incompatibility of the author’s private and professional identities and offers insight into the steps that those in positions of power will take to protect and perpetuate the heteronormative discourse of rural life. Research limitations/implications This research presents the perspective of only one lesbian teacher in a rural context. Consequently, generalizations are inappropriate and recommendations are difficult. Whilst the absence of clear ethical regulation presents an infinite number of possibilities for autoethnographers, the silence that surrounds the prescription of the ethics of autoethnography leaves those of us at the beginnings of our research careers without clear guidance. Originality/value This research specifically addresses a dearth of research examining the experiences of the rural lesbian (or gay) teacher in the UK. Headteachers of rural schools must ensure that their schools are inclusive and welcoming environments for teachers, and their equalities policies are living documents that are not simply cast aside in the face of rural parent power. Young people in the countryside deserve access to the full pool of teaching talent and should have access to the diverse role models that their urban and suburban counterparts are beginning to enjoy.

Frontline employees’ cognitive appraisals and well-being in the face of customer aggression in an Eastern, collectivist culture

2015 ◽  
Vol 29 (4) ◽  
pp. 268-279 ◽  
Author(s):  
Chuanchuen Akkawanitcha ◽  
Paul Patterson ◽  
Siriwut Buranapin ◽  
Saranya Kantabutra
Keyword(s):  
Critical Incident ◽  
Cognitive Appraisal ◽  
Cognitive Appraisals ◽  
Well Being ◽  
Frontline Employees ◽  
Psychological Well Being ◽  
Content Type ◽  
Eastern Culture ◽  
Private Context ◽  
The Impact

Purpose – This research aims to examine the cognitive appraisals of frontline employees (FLEs) when dealing with aggressive customers and the impact on their well-being, as well as several moderator effects, in a collectivist, Eastern culture. Design/methodology/approach – A critical incident technique reveals the cognitive appraisal of FLEs who had recently experienced customer aggression. Data were collected through qualitative, in-depth interviews with 35 FLEs in customer-facing roles in Thailand. Findings – The FLEs perceived threats to self-esteem, physical well-being, goal completion at work, fairness or equity and sense of control when dealing with customer aggression. These cognitive appraisals affected their psychological well-being in the form of negative affectivity, anxiety, depression and stress. Importantly, factors that moderate (exacerbate or weaken) the impact of customer aggression on cognitive appraisal, and cognitive appraisal on psychological well-being were revealed, including “customer is always right” philosophy, social status, public versus private context and social support. Practical implications – Organisations should pay more attention to FLEs’ psychological well-being and how they interpret and deal with customers’ misbehaviour and aggression. The research identifies factors that moderate the impact of customer aggression on psychological well-being. Originality/value – This is the first empirical paper that has examined how FLEs cope with customer aggression in a collectivist, south-east Asian context where social norms calibrate FLEs’ responses to customer aggression. It is also the first research that adopts a contingency approach to understanding how FLEs cope with customer aggression – i.e. when faced with customer aggression, under what contingency conditions do FLEs cognitive appraisals have a stronger or weaker impact on their psychological well-being?

Perceived workplace gender-bias and psychological impact

2019 ◽  
Vol 43 (3/4) ◽  
pp. 339-353 ◽  
Author(s):  
Siham Lekchiri ◽  
Cindy Crowder ◽  
Anna Schnerre ◽  
Barbara A.W. Eversole
Keyword(s):  
Gender Bias ◽  
Critical Incident ◽  
Psychological Impact ◽  
Working Women ◽  
Content Type ◽  
Treatment Bias ◽  
Male Dominated ◽  
The Impact ◽  
Organizational Mechanisms ◽  
Practical Implications

Purpose The purpose of this paper is to explore the experiences of working women in a male-dominated country (Morocco) and unveil the unique challenges and everyday gender-bias they face, the psychological impact of the perceived gender-bias and, finally, identify a variety of coping strategies or combatting mechanisms affecting their motivation and retention in the workplace. Design/methodology/approach Empirical evidence was obtained using a qualitative research method. The Critical Incident Technique (CIT) was used to collect incidents recalled by women in the select institution reflecting their perceptions of their managers’ ineffective behaviors towards them and the impact of these behaviors. The critical incidents were inductively coded, and behavioral statements were derived from the coded data. Findings The qualitative data analysis led them to structure the data according to two theme clusters: The perceived gender-bias behaviors (Covert and evident personal and organizational behaviors) and Psychological impacts resulting from the perceived bias. These behavioral practices included abusive behaviors, unfair treatment, bias and lack of recognition. The psychological impact elements involved decreased productivity, depression, anxiety and low self-esteem. Practical implications Understanding these experiences can facilitate the identification of strategies geared towards the retention of women in the workforce, and Moroccan organizations can develop and implement strategies and policies that are geared towards eliminating gender-bias in the workplace and to retaining and motivating women who remain ambitious to work in male-dominated environments and cultures. Originality/value This paper provides evidence that sufficient organizational mechanisms to support women in male-dominated environments are still unavailable, leaving them to find the proper coping mechanisms to persevere and resist.

Customer delight during a crisis: understanding delight through the lens of transformative service research

2020 ◽  
Vol 32 (1) ◽  
pp. 129-141 ◽  
Author(s):  
Donald C. Barnes ◽  
Jessica Mesmer-Magnus ◽  
Lisa L. Scribner ◽  
Alexandra Krallman ◽  
Rebecca M. Guidice
Keyword(s):  
Critical Incident ◽  
Service Providers ◽  
Psychological Theory ◽  
Well Being ◽  
Service Research ◽  
Service Encounters ◽  
Need Fulfillment ◽  
Content Type ◽  
Customer Delight ◽  
Service Experiences

PurposeThe unprecedented dynamics of the COVID-19 pandemic has forced firms to re-envision the customer experience and find new ways to ensure positive service encounters. This context has underscored the reality that drivers of customer delight in a “traditional” context are not the same in a crisis context. While research has tended to identify hedonic need fulfillment as key to customer well-being and, ultimately, to invoking customer delight, the majority of studies were conducted in inherently positive contexts, which may limit generalizability to more challenging contexts. Through the combined lens of transformative service research (TSR) and psychological theory on hedonic and eudaimonic human needs, we evaluate the extent to which need fulfillment is the root of customer well-being and that meeting well-being needs ultimately promotes delight. We argue that in crisis contexts, the salience of needs shifts from hedonic to eudaimonic and the extent to which service experiences fulfill eudaimonic needs determines the experience and meaning of delight.Design/methodology/approachUtilizing the critical incident technique, this research surveyed 240 respondents who were asked to explain in detail a time they experienced customer delight during the COVID-19 pandemic. We analyzed their responses according to whether these incidents reflected the salience of hedonic versus eudaimonic need fulfillment.FindingsThe results support the notion that the salience of eudaimonic needs become more pronounced during times of crisis and that service providers are more likely to elicit perceptions of delight when they leverage meeting eudaimonic needs over the hedonic needs that are typically emphasized in traditional service encounters.Originality/valueWe discuss the implications of these findings for integrating the TSR and customer delight literatures to better understand how service experiences that meet salient needs produce customer well-being and delight. Ultimately, we find customer delight can benefit well-being across individual, collective and societal levels.

When I am old I shall wear purple: a qualitative study of the effect of group poetry sessions on the well-being of older adults

2016 ◽  
Vol 20 (4) ◽  
pp. 195-198 ◽  
Author(s):  
Richard Seymour ◽  
Michael Murray
Keyword(s):  
Older People ◽  
Assisted Living ◽  
Well Being ◽  
Content Type ◽  
Short Period ◽  
Different Types ◽  
Poetry Reading ◽  
The Impact ◽  
Health And Well Being ◽  
Practical Implications

Purpose There is increasing evidence that participation in various art forms can be beneficial for health and well-being. The purpose of this paper is to examine the impact of participating in a poetry reading group on a group of older residents of an assisted living facility. Design/methodology/approach Six poetry sessions, each on a different theme, were conducted with a group of volunteer participants. These sessions, those of pre- and post-study focus groups and interviews with the group facilitator and staff contact were audio-recorded. The transcripts of the recordings were then subjected to a thematic analysis. Findings Overall the participants were enthused by the opportunity to participate in the project and the benefits were confirmed by the support staff. In addition, reading poetry on particular themes promoted different types of discussion. Research limitations/implications The number of participants in this study was small and the study was conducted over a short period of time. Practical implications This paper confirms the impact of poetry reading for older people. The challenge is to explore this impact in more detail and over community as well as residential settings. Originality/value This paper is the first empirical report on the value of poetry reading for older people.

The impact of a refurbishment programme on older people living in sheltered housing

2021 ◽  
Vol 24 (2) ◽  
pp. 54-64
Author(s):  
Zeibeda (Zeb) Sattar ◽  
Stephanie Wilkie ◽  
Jonathan Ling
Keyword(s):  
Well Being ◽  
Realist Evaluation ◽  
Evaluation Framework ◽  
Sheltered Housing ◽  
Social Activities ◽  
Content Type ◽  
Social And Emotional ◽  
Communal Areas ◽  
Physical Changes ◽  
The Impact

Purpose This paper aims to explore residents' perceptions of a refurbishment programme to sheltered housing schemes and its impact on their well-being. Design/methodology/approach The methodology draws upon a realist evaluation framework. Four participatory appraisals (PAs) and 19 interviews with residents were conducted in the sheltered housing schemes. Ages of participants ranged from 50 to 99 years. Findings Two categories of residents were identified: healthy active older adults and older frail adults (or over 85+). Residents said their social and emotional well-being improved from the provision of indoor and outdoor communal areas. Older frail residents only accessed the new communal spaces when staff took them in their wheelchairs. The physical changes increased opportunities for social connections for residents. Conservatories and sensory gardens were most popular. Residents felt that structured activities in the new spaces and digital training would improve their social activities. Research limitations/implications The participatory methods spanned over an hour, and some residents felt too tired to complete the full session. Practical implications A practical limitation was that some sensory rooms were not fully completed at the time of the evaluation. Originality/value This paper adds the following: Perceptions of residents of a refurbishment programme in sheltered housing and the impact on their well-being. Perceptions of residents about social activities after a refurbishment programme. Perceptions of residents about the impact of physical changes to their sheltered housing schemes and impact on their internal accessibility to the improvements.

Perceived stress and psychological well-being of working mothers during COVID-19: a mediated moderated roles of teleworking and resilience

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Vartika Kapoor ◽  
Jaya Yadav ◽  
Lata Bajpai ◽  
Shalini Srivastava
Keyword(s):  
Perceived Stress ◽  
Working Mothers ◽  
Well Being ◽  
Inverse Association ◽  
Psychological Well Being ◽  
Content Type ◽  
The Impact ◽  
The Relationship ◽  
Practical Implications

PurposeThe present study examines the mediating role of teleworking and the moderating role of resilience in explaining the relationship between perceived stress and psychological well-being of working mothers in India. Conservation of resource theory (COR) is taken to support the present study.Design/methodology/approachThe data of 326 respondents has been collected from working mothers in various sectors of Delhi NCR region of India. Confirmatory factor analysis was used for construct validity, and SPSS Macro Process (Hayes) was used for testing the hypotheses.FindingsThe results of the study found an inverse association between perceived stress and psychological well-being. Teleworking acted as a partial mediator and resilience proved to be a significant moderator for teleworking-well-being relationship.Research limitations/implicationsThe study is based at Delhi NCR of India, and future studies may be based on a diverse population within the country to generalize the findings in different cultural and industrial contexts. The present work is based only on the psychological well-being of the working mothers, it can be extended to study the organizational stress for both the genders and other demographic variables.Practical implicationsThe study extends the research on perceived stress and teleworking by empirically testing the association between perceived stress and psychological well-being in the presence of teleworking as a mediating variable. The findings suggest some practical implications for HR managers and OD Practitioners. The organizations must develop a plan to support working mothers by providing flexible working hours and arranging online stress management programs for them.Originality/valueAlthough teleworking is studied previously, there is a scarcity of research examining the impact of teleworking on psychological well-being of working mothers in Asian context. It would help in understanding the process that how teleworking has been stressful for working mothers and also deliberate the role of resilience in the relationship between teleworking and psychological well-being due to perceived stress, as it seems a ray of hope in new normal work situations.

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