bluuebunny/crossref_metadata_2025_split huggingface dataset:
Engaging customers with employees in service encounters
Authors: Liang Haw-Yi , Chu Chih-Ying , Lin Jiun-Sheng Chris 
Published: March 2020

PurposeKeeping both employees and customers highly engaged has become a critical issue for service firms, especially for high-contact and highly customized services. Therefore, it is essential to engage employees and customers during service interactions for better service outcomes. However, past research on employee and customer engagement has primarily focused on brands and organizations. Little research has concentrated on service interactions as the objects of engagement. To fill this research gap, this study aims to clarify and define service engagement behaviors (SEBs), identify various employee and customer SEBs and develop a model to investigate the relationships between these behaviors.Design/methodology/approachA theoretical framework was developed based on social contagion theory and service-dominant (S-D) logic to explore the effects of employee SEBs on customer SEBs through customer perceptions of relational energy and interaction cohesion. Dyadic survey data collected from 293 customer-employee pairs in various high-contact and highly customized service industries were examined through structural equation modeling.FindingsResults show that employee SEBs (service role involvement, customer orientation behavior and customer empowerment behavior) positively influence relational energy and interaction cohesion, which in turn affect customer SEBs (service exploration behavior and service coordination behavior).Originality/valueThis study represents pioneering research to conceptualize SEBs. Different from the extant literature on engagement, SEBs capture the proactive and collaborative engagement behaviors of employees and customers in service interactions. Various employee and customer SEBs were identified and an empirical model was proposed and tested to investigate the effect of employee SEBs on customer SEBs through relational energy and interaction cohesion.
The value disruption of uncivil other-customers during online service recovery
Authors: Bacile Todd J. , Krallman Alexandra , Wolter Jeremy S. , Beachum Nicole Dilg 
Published: March 2020

Purpose
Customer complaints and service recovery via virtual customer service channels (VCSCs) present unique recovery situations unlike those commonly found in traditional complaint handling channels. Some of these distinct challenges include the presence of multiple customers during a recovery, which creates the possibility for uncivil customer-to-customer (C2C) exchanges to harm a complainant’s experience. To this end, this paper aims to explore customer- and firm-level aspects as they relate to social media complaint handling. A customer-level moderator (attitude toward complaining) and a firm-level moderator (relative promptness of the response) are examined.

Design/methodology/approach
Data from three studies use partial least squares structural equation modeling to analyze hypothetical failure and complaining scenarios on VCSCs. Study 1A (a firm’s social media channel) and Study 1B (a firm’s online support community) investigate how a complainant’s predisposition toward complaining ultimately influences their experiential value (hedonic, pragmatic and sociability) during a virtual service recovery that includes uncivil communication from another customer. Study 2 further examines how the relative promptness of a service provider’s response either before or after uncivil C2C interactions hinders a complainant’s experiential value during the service recovery encounter.

Findings
The results show support for the influence of attitude toward complaining and the relative promptness of response as impactful to a complainant’s hedonic, pragmatic and social experience in virtual service encounters that involve one customer rudely interjecting into a complainant’s online service recovery encounter.

Originality/value
This research is one of the first to apply both customer- and firm-level moderating aspects associated with virtual service recovery encounters. The studies quantitatively assess the moderators’ influence on online dysfunctional behavior’s relationship with C2C fairness perceptions, and the subsequent experiential value a complainant receives on VCSCs. In particular, the investigation of relative promptness of a service provider’s response is a unique conceptualization that expands prior recovery studies’ focus on promptness or quickness of a recovery. The authors put forth a more prompt response that benefits the firm by purposively and symbolically closing out the encounter on VCSC, which somewhat reduces the negative effects of rude follow-up comments. This study is also novel because of the experiential focus on C2C interactions during recovery, rather than focusing on how a firm resolves a failure. In addition, this is the first service recovery study to assess multiple types of online customer service channels. Implications are put forth for service recovery theory and managers who attend to customer complaints on virtual channels.
The influence of CEO duality and board size on the market value of spun-off subsidiaries
Authors: Ozbek O. Volkan , Boyd Brian 
Published: March 2020

PurposeCorporate spin-offs have become more popular as a restructuring technique in recent decades. The market performance of these spun-off subsidiaries has been considered critical, as positive market signals are vital to the success of these newly independent firms. Drawing on both the stewardship and resource dependence theories, this study aims to examine how two critical governance characteristics (namely, CEO duality and board size) affect the change in the market valuation of spun-off subsidiaries. This study proposes that both board size and CEO duality of spun-off subsidiaries should positively influence the change in market valuation.Design/methodology/approachThis study used the SDC Platinum database to identify completed corporate US spin-offs between 2000 and 2014. To ensure consistency across spin-off events, this study included only those in which 100 percent of outstanding shares of spun-off subsidiaries were distributed. The study confirmed the SDC Platinum listings using online resources such asThe Wall Street JournalandLexis/Nexis. The study used weighted least square (WLS) regression to test all the proposed models.FindingsThis empirical analysis of 134 US-based spin-offs supported both main hypotheses. Furthermore, the analysis also finds that firm size has significant moderating effects on the link between governance structure and market performance.Originality/valueThese findings contribute to the governance literature on corporate spin-offs by advancing our understanding of the role of CEO and board characteristics in improving these subsidiaries' market valuation, as well as the moderating effect of the firm size.
Analysing pro-poor innovation acceptance by income segments
Authors: Hasan Md Rajibul , Shams S.M. Riad , Rahman Mizan , Haque Shamim Ehsanul 
Published: March 2020

PurposeTo enhance the understanding of the moderating influence of different bottom of the pyramid (BOP) income segments on the antecedents of pro-poor innovation acceptance.Design/methodology/approachIn this study, 320 BOP consumers with a range of low-to-moderate literacy and low-income levels were used as a convenience non-probability sample for undertaking quantitative analyses.FindingsOnly the influence of perceived usefulness on intention is moderated by income segments, such that the effect will be stronger for low-income BOP segment. Moreover, the influences of relative advantage, compatibility and observability on intention are moderated by income segments.Practical implicationsThis empirical work has considerable private sector and public policy implications for companies and government designing/selling products for millions of poor people in developing and emerging economies.Originality/valueThis study contributes originally to knowledge in the subject area as there are very few studies that clearly and systematically analyse the key antecedents influencing the adoption intention of pro-poor technological innovations in the BOP market.
Constructing consensus and conflicts
Authors: Halme Juha 
Published: March 2020

Purpose
This paper aims to study discursive dynamics in place marketing collaboration, which has the potential to construct common ground between stakeholders or provoke discursive struggles emerging from competing accounts.

Design/methodology/approach
The paper applies a discursive perspective to collaboration and uses the discursive model of the collaboration to analyze dynamics between stakeholder representatives in two regional level place marketing projects carried out in Eastern Finland in 2011-2014. An analysis of 23 interviews focuses on how stakeholders construct shared understandings of project issues and interests, and discursive struggles that emerge from competing accounts and heterogeneous spaces.

Findings
Identified issues in the projects related to the competitiveness between regions, peer pressure to carry out place marketing and a lack of budget resources for marketing for gaining visibility. Broader discourses of competitiveness and promotion provided shared discursive resources for the collaborators. An analysis of the interests of specific organizations revealed discursive struggles that relate to the spatial content of place marketing activities and also the symbolic content of the image of the region.

Research limitations/implications
While the paper underlines the embeddedness of collaboration within broader discursive contexts and cultural sensitivity attached to communication, it does not cover how broader discourses constrain communicative processes or how cultural context influences them.

Originality/value
The paper presents an original perspective on stakeholder collaboration in place marketing projects by highlighting the discursive aspects of communication, and especially the construction of shared understandings as a central element in collaboration. This is useful for facilitating and coordinating stakeholders’ communication, which has been considered important for the success of place marketing and branding activity.
Preferences for follow up in long‐term survivors after cervical cancer
Authors: Vistad Ingvild , Lindemann Kristina , Bentzen Anne G. , Dahl Alv A. , Steen Rita , Kiserud Cecilie 
Published: March 2020

AbstractIntroductionAn increasing number of cervical cancer survivors combined with lack of data on the efficacy of long‐term surveillance, challenges existing follow‐up models. However, before introducing new follow‐up models, cervical cancer survivors’ own views on follow up are important. We aimed to explore preferences for follow up in long‐term cervical cancer survivors and their associations with self‐reported late‐effects.Material and methodsIn 2013, we mailed 974 Norwegian long‐term cervical cancer survivors treated during 2000‐2007 a questionnaire with items covering preferences for follow up after treatment, clinical variables and validated questionnaires covering anxiety, neuroticism and depression.ResultsWe included 471 cervical cancer survivors (response rate 57%) with a median follow up of 11 years. In all, 77% had FIGO stage I disease, and 35% were attending a follow‐up program at the time of survey. Of the patients, 55% preferred more than 5 years of follow up. This was also preferred by 57% of cervical cancer survivors who were treated with conization only. In multivariable analyses, chemo‐radiotherapy or surgery with radiation and/or chemotherapy (heavy treatment) and younger age were significantly associated with a preference for more than 5 years’ follow up. Late effects were reported by more than 70% of the cervical cancer survivors who had undergone heavy treatment.ConclusionsOur study reveals the need for targeted patient education about the benefits and limitations of follow up. To meet increasing costs of cancer care, individualized follow‐up procedures adjusted to risk of recurrence and late‐effects in cervical cancer survivors are warranted.
Preservative‐free versus preserved glaucoma eye drops and occurrence of glaucoma surgery. A retrospective study based on the French national health insurance information system, 2008‐2016
Authors: Chamard Chloé , Larrieu Sophie , Baudouin Christophe , Bron Alain , Villain Max , Daien Vincent 
Published: March 2020

AbstractPurposePreservatives contained in glaucoma eye drops have been shown to have a deleterious impact on the ocular surface. We aimed to assess the association between preservative exposure and the occurrence of further glaucoma surgery among patients with glaucoma or ocular hypertension in France.MethodsThe study concerned all patients who first received glaucoma eye drop treatments in a French medical‐administrative database (EGB) between 2008 and 2015. Three groups were created according to the level of preservative exposure during the whole follow‐up: ‘0% preservatives’, ‘mixed’ and ‘100% preservatives’. The occurrence of glaucoma surgery was estimated according to preservative exposure indicators in Cox multivariate models adjusted on age, sex, number of glaucoma eye drops simultaneously used, systemic antihypertensive treatment and duration of treatment.ResultsThe sample consisted of 12 454 patients. The median (interquartile range) follow‐up was 4.1 (1.7–6.1) years. A total of 231 (1.9%) patients underwent glaucoma surgery during follow‐up. On multivariable analysis, the risk of glaucoma surgery was increased for the ‘mixed’ group (hazard ratio [HR] = 3.94 [95% CI, 1.54–10.05]) and for the ‘100% preservative’ group (HR = 7.97 [95% CI, 3.07–20.67]) when compared with the 0% preservative group.ConclusionWe found an association between exposure to glaucoma eye drop preservatives and the prevalence of further glaucoma surgery. While these data might be used to support the consideration of routine use of preservative‐free drops, in the absence of a randomized clinical trial, they cannot prove a direct cause‐and‐effect relationship between preservative‐free glaucoma eye drops and further glaucoma surgery.
Inactograms and objective sleep measures as means to capture subjective sleep problems in patients with a bipolar disorder
Authors: Lavin‐Gonzalez Paola , Bourguignon Clément , Crescenzi Olivia , Beaulieu Serge , Storch Kai‐Florian , Linnaranta Outi 
Published: March 2020

AbstractBackgroundSleep problems are common in bipolar disorders (BDs). To objectively characterize these problems in BDs, further methodological development is needed to capture subjective insomnia.AimTo test psychometric properties of the Athens Insomnia Scale (AIS), and associations with actigraphy‐derived measures, applying modifications in actigraphy data processing to capture features of perturbed sleep in patients with a BD.MethodsSeventy‐four patients completed the AIS and the Quick Inventory of Depressive Symptomatology, self‐report (QIDS‐SR‐16). Locomotor activity was continuously recorded by wrist actigraphy for ≥10 consecutive days. We computed the sleep onset/offset, the center of daily inactivity (CenDI), as a proxy for chronotype, and the degree of consolidation of daily inactivity (ConDI), as a proxy for sleep‐wake rhythm strength.ResultsAIS showed good psychometric properties (Cronbach's alpha = 0.84; test–retest correlation = 0.84, P<.001). Subjective sleep problems correlated moderately with a later sleep phase (CenDI with AIS rho = 0.34, P = .003), lower consolidation (ConDI with AIS rho = −0.22, P = .05; with QIDS‐SR‐16 rho = −0.27, P = .019), later timing of sleep offset (with AIS rho = 0.49, P = ≤.001, with QIDS‐SR‐16 rho = 0.36, P = .002), and longer total sleep (with AIS rho = 0.29, P = .012, with QIDS‐SR‐16 rho = 0.41, P = ≤.001). While AIS was psychometrically more solid, correlations with objective sleep were more consistent across time for QIDS‐SR‐16.ConclusionsAIS and QIDS‐SR‐16 are suitable for clinical screening of sleep problems among patients with a BD. Subjective insomnia associated with objective measures. For clinical and research purposes, actigraphy and data visualization on inactograms are useful for accurate longitudinal characterization of sleep patterns.
Robotic partial nephrectomy vs minimally invasive radical nephrectomy for clinical T2a renal mass: a propensity score‐matched comparison from the ROSULA (Robotic Surgery for Large Renal Mass) Collaborative Group
Authors: Bradshaw Aaron W. , Autorino Riccardo , Simone Giuseppe , Yang Bo , Uzzo Robert G. , Porpiglia Francesco , Capitanio Umberto , Porter James , Bertolo Riccardo , Minervini Andrea , Lau Clayton , Jacobsohn Kenneth , Ashrafi Akbar , Eun Daniel , Mottrie Alexandre , White Wesley M. , Schips Luigi , Challacombe Benjamin J. , De Cobelli Ottavio , Mir Carmen M. , Veccia Alessandro , Larcher Alessandro , Kutikov Alexander , Aron Monish , Dasgupta Prokar , Montorsi Francesco , Gill Inderbir S. , Sundaram Chandru P. , Kaouk Jihad , Derweesh Ithaar H. 
Published: March 2020

ObjectiveTo compare outcomes of minimally invasive radical nephrectomy (MIS‐RN) and robot‐assisted partial nephrectomy (RAPN) in clinical T2a renal mass (cT2aRM).Patients and MethodsRetrospective, multicentre, propensity score‐matched (PSM) comparison of RAPN and MIS‐RN for cT2aRM (T2aN0M0). Cohorts were PSM for age, sex, body mass index, American Society of Anesthesiologists (ASA) class, clinical tumour size, and R.E.N.A.L. score using a 2:1 ratio for RN:PN. The primary outcome was disease‐free survival (DFS). Secondary outcomes included overall survival (OS), complication rates, and de novo estimated glomerular filtration rate (eGFR) <45 mL/min/1.73 m2. Multivariable (MVA) and Kaplan–Meier survival analyses (KMSA) were conducted.ResultsIn all, 648 patients (216 RAPN/432 MIS‐RN) were matched. There were no significant differences in intraoperative complications (P = 0.478), Clavien–Dindo Grade ≥III complications (P = 0.063), and re‐admissions (P = 0.238). The MVA revealed high ASA class (hazard ratio [HR] 2.7, P = 0.044) and sarcomatoid (HR 5.3, P = 0.001), but not surgery type (P = 0.601) to be associated with all‐cause mortality. Increasing R.E.N.A.L. score (HR 1.31, P = 0.037), high tumour grade (HR 2.5, P = 0.043), and sarcomatoid (HR 2.8, P = 0.02) were associated with recurrence, but not surgery (P = 0.555). Increasing age (HR 1.1, P < 0.001) and RN (HR 3.9, P < 0.001) were predictors of de novo eGFR of <45 mL/min/1.73 m2. Comparing RAPN and MIS‐RN, KMSA revealed no significant differences for 5‐year OS (76.3% vs 88.0%, P = 0.221) and 5‐year DFS (78.6% vs 85.3%, P = 0.630) for pT2 RCC, and no differences for 3‐year OS (P = 0.351) and 3‐year DFS (P = 0.117) for pT3a upstaged RCC. The 5‐year freedom from de novo eGFR of <45 mL/min/1.73 m2 was 91.6% for RAPN vs 68.9% for MIS‐RN (P < 0.001).ConclusionsRAPN had similar oncological outcomes and morbidity profile as MIS‐RN, while conferring functional benefit. RAPN may be considered as a first‐line option for cT2aRM.
Mechanism of demyelination and remyelination in multiple sclerosis
Authors: Bando Yoshio 
Published: March 2020

AbstractRecent insights into its molecular neuropathology and immunology have provided a comprehensive overview of the pathology of multiple sclerosis (MS), including demyelination and axonal loss. To date, neuropathology in MS as the human autoimmune disease is considered to be mainly mediated by autoreactive leukocytes. By contrast, accumulating evidence has also suggested that the inflammation and tissue damage in MS and its animal model, experimental autoimmune encephalomyelitis, (EAE) is also critically regulated by glial cells in the central nervous system. However, the molecular mechanism of the glial cells‐mediated pathology of MS/EAE has not been fully understood. We examined the oligodendrocyte‐mediated demyelination and axonal injury. To address this issue, we established a new scanning electron microscopy analysis to observe ultrastructural myelin morphology. In addition, we focused on kallikrein 6, a serine protease, secreted by oligodendrocytes in the central nervous system and proposed a new molecular mechanism of kallikrein 6‐mediated demyelination. In this article, we discuss the pathological roles of oligodendrocytes in mouse models of EAE. We also highlight recent findings of abnormal myelin formation and axonal injury in EAE.
Overlapping phenotypes between SHORT and Noonan syndromes in patients with PTPN11 pathogenic variants
Authors: Ranza Emmanuelle , Guimier Anne , Verloes Alain , Capri Yline , Marques Charles , Auclair Martine , Mathieu‐Dramard Michèle , Morin Gilles , Thevenon Julien , Faivre Laurence , Thauvin‐Robinet Christel , Innes A. Micheil , Dyment David A. , Vigouroux Corinne , Amiel Jeanne 
Published: March 2020

AbstractOverlapping syndromes such as Noonan, Cardio‐Facio‐Cutaneous, Noonan syndrome (NS) with multiple lentigines and Costello syndromes are genetically heterogeneous conditions sharing a dysregulation of the RAS/mitogen‐activated protein kinase (MAPK) pathway and are known collectively as the RASopathies. PTPN11 was the first disease‐causing gene identified in NS and remains the more prevalent. We report seven patients from three families presenting heterozygous missense variants in PTPN11 probably responsible for a disease phenotype distinct from the classical Noonan syndrome. The clinical presentation and common features of these seven cases overlap with the SHORT syndrome. The latter is the consequence of PI3K/AKT signaling deregulation with the predominant disease‐causing gene being PIK3R1. Our data suggest that the phenotypic spectrum associated with pathogenic variants of PTPN11 could be wider than previously described, and this could be due to the dual activity of SHP2 (ie, PTPN11 gene product) on the RAS/MAPK and PI3K/AKT signaling.
Performance of cabbage stem flea beetle larvae (Psylliodes chrysocephala) in brassicaceous plants and the effect of glucosinolate profiles
Authors: Döring Alexander , Ulber Bernd 
Published: March 2020

AbstractThe cabbage stem flea beetle (CSFB), Psylliodes chrysocephala L. (Coleoptera: Chrysomelidae), is one of the most important pests in European winter oilseed rape production. Adult beetles feed on young leaves whereas larvae mine within the petioles and stems. Larval infestation can cause significant crop damage. In this study, the host quality for CSFB of four oilseed rape (Brassica napus L.) cultivars and seven other brassicaceous species with different glucosinolate (GSL) profiles was assessed under controlled conditions. Larval instar weights and mortality were measured after 14 and 21 days of feeding in the petioles of test plants. To study the impact of GSL on the performance of larvae, the GSL contents in petioles from non‐infested and infested plants were analysed before, and 21 days after, the start of larval infestation. Larval performance was not significantly different between the four cultivars of oilseed rape, but differed considerably among the other brassicaceous species tested. In comparison to the weight of larvae in the standard B. napus cv. Robust, the larval weight was higher in turnip rape (Brassica rapa L. var. silvestris) and significantly reduced in white mustard (Sinapis alba L.), oil radish (Raphanus sativa L. var. oleiformis), and cabbage (Brassica oleracea L. convar. capitata var. alba). The duration of larval development increased in white mustard and oilseed radish. The GSL profiles of the petioles showed little difference between non‐infested and infested plants of oilseed rape whereas the content of aliphatic GSL increased in the infested turnip rape plants. In contrast, the aliphatic and benzenic GSL decreased in infested Indian rape (B. rapa subsp. dichotoma Roxb.). Larval weight was not correlated with the total GSL content of plants, neither before infestation nor 21 days after. Larval weight was positively correlated with progoitrin and 4‐hydroxyglucobrassicin. White mustard, which provides inferior host quality for larval development, has the potential to introduce insect resistance into high‐yielding oilseed rape cultivars in breeding programmes.