bluuebunny/crossref_metadata_2025_split huggingface dataset:
Understanding customer behavior by mapping complaints to personality based on social media textual data
Authors: Alamsyah Andry , Nadhila Fadiah , Izumi Nabila Kalvina 
Published: September 2024

PurposeTechnology serves as a key catalyst in shaping society and the economy, significantly altering customer dynamics. Through a deep understanding of these evolving behaviors, a service can be tailored to address each customer's unique needs and personality. We introduce a strategy to integrate customer complaints with their personality traits, enabling responses that resonate with the customer’s unique personality.Design/methodology/approachWe propose a strategy to incorporate customer complaints with their personality traits, enabling responses that reflect the customer’s unique personality. Our approach is twofold: firstly, we employ the customer complaints ontology (CCOntology) framework enforced with multi-class classification based on a machine learning algorithm, to classify complaints. Secondly, we leverage the personality measurement platform (PMP), powered by the big five personality model to predict customer’s personalities. We develop the framework for the Indonesian language by extracting tweets containing customer complaints directed towards Indonesia's three biggest e-commerce services.FindingsBy mapping customer complaints and their personality type, we can identify specific personality traits associated with customer dissatisfaction. Thus, personalizing how we offer the solution based on specific characteristics.Originality/valueThe research enriches the state-of-the-art personalizing service research based on captured customer behavior. Thus, our research fills the research gap in considering customer personalities. We provide comprehensive insights by aligning customer feedback with corresponding personality traits extracted from social media data. The result is a highly customized response mechanism attuned to individual customer preferences and requirements.
PESTEL analysis of corporate social responsibility performance in construction organizations
Authors: Nguyen Minh Van , Thuc Le Dinh , Nguyen Tu Thanh 
Published: September 2024

PurposeThis study aims to investigate the influence of external factors identified by the Political, Economic, Social, Technological, Environmental and Legal (PESTEL) framework on corporate social responsibility (CSR) performance in Vietnamese construction firms.Design/methodology/approachThe snowball sampling method was employed to gather 182 validated responses. Employing Partial Least Squares Structural Equation Modeling (PLS-SEM), the research analyzed how these factors correlate with CSR practices under institutional theory.FindingsResults indicated that social, economic, environmental, legal and technological factors positively impacted CSR performance. Among these, social factors had the most significant effect, followed sequentially by economic, environmental, legal and technological influences. Intriguingly, political factors demonstrated no significant association with CSR performance.Research limitations/implicationsThe strong impact of social factors confirms that societal norms and cultural values are critical in shaping corporate behavior in Vietnam. Firms can leverage this insight by intensifying their community engagement and social investment. Additionally, the negligible role of political factors in shaping CSR suggests that firms might not need to focus heavily on political engagement in Vietnam. However, firms should remain aware of legal changes as legal factors influence CSR outcomes.Originality/valueDespite CSR’s growing importance, there remains a notable research gap regarding how external macro-environmental factors influence CSR performance, particularly within the construction industry. The findings emphasize the importance of aligning business strategies with socioeconomic and environmental aspects.
Medow Brite Enterprises: a growth strategy dilemma
Authors: Chatterjee Joyee , Sawant Sandeep 
Published: September 2024

Learning outcomes
After completion of this case study, students will be able to understand about characteristics of urban poor in the city of Mumbai which will aid in understanding about other emerging markets as well, to apply Health Belief Model to help students analyse behaviour change model, to apply social marketing strategies to popularize a social marketing cause, to learn about non-traditional intermediaries and apply to promote a social marketing cause, to apply Ansoff matrix and evaluate various strategies for growth and to analyse various challenges faced by social entrepreneurs and enable learners to arrive at solutions (applicable for social entrepreneurs and marketing executives).

Case overview/synopsis
This case study looked at a Mumbai-based organization, Medow Brite Enterprises, which sold sanitary napkins under the brand FeelOn to women particularly from urban poor background. The protagonist Mrs Ameeta Neel Ramesh was at the helm of the organization and was stuck with a dilemma – whether to enter rural markets or focus on selling incinerators and aid in disposing used sanitary napkins which was adding to the volume of non-biodegradable waste in the city. In 2019, Ameeta made her first investment in Medow Brite. The organization had seen turbulent times during COVID-19 outbreak. However, Ameeta with her astute strategy, helped the company get back on its feet. Medow Brite instead of manufacturing started procuring quality sanitary napkins from specific vendors. In contrast to many other sanitary napkins available in the market, FeelOn had cotton sanitary napkin variant without presence of plastic in the pads. Ameeta had taken a different route for sale of her sanitary napkin, she conducted awareness sessions with the help of non-governmental organizations in various locations of Mumbai as well as Maharashtra. Post these sessions she sold her sanitary napkins among the attendees of the awareness sessions.

Complexity academic level
The case study can be included in marketing management course, consumer behaviour as well as social marketing courses in both undergraduate level and postgraduate level. In addition, the case study is also suitable for social entrepreneurs and marketing executives to discuss about non-traditional sales and marketing approaches, identifying unique segments and understanding behaviour change theories.

Supplementary materials
Teaching notes are available for educators only.

Subject code
CSS 8: Marketing.
Pay information and employees’ perception of organizational support: the mediating role of pay satisfaction
Authors: de la Torre-Ruiz José Manuel , Cordón-Pozo Eulogio , Vidal Salazar María Dolores , Ortiz-Perez Alejandro 
Published: September 2024

PurposePay communication policies continue to garner attention in human resource management. This article draws on social exchange theory to examine the consequences of different types of pay information on employees' perceived organizational support (POS). Similarly, it draws on the relational model to examine whether pay level satisfaction and satisfaction with variable pay and pay raise procedures mediate the relationships between the different types of pay information and employee POS.Design/methodology/approachThe hypothesized model was tested using structural equation modeling in a sample of 695 employees of Spanish firms.FindingsThe five types of pay information considered in this study did not have a direct effect on employee POS. Furthermore, distributive base pay information and distributive base pay information on other employees in the firm and in the industry had an indirect influence on POS through the multiple mediating effect of pay comparison and pay level satisfaction. Finally, procedural variable pay and procedural pay raise information were indirectly related to employee POS through satisfaction with pay procedures.Originality/valueThis study highlights the importance of considering the type of pay information provided to employees and the need to understand the mediating variables that explain how each type of pay information can influence employees’ POS.
The mediating role of e-trust and e-satisfaction in the relationship between e-service quality and e-loyalty toward e-government services
Authors: Qatawneh Nour , Al-Okaily Manaf , Alkhasawneh Raghed , Althonayan Abraham , Tarawneh Abeer 
Published: September 2024

Purpose
The purpose of this paper is to examine the mediating role of e-trust and e-satisfaction in the relationship between e-service quality and e-loyalty in the context of e-government services.

Design/methodology/approach
The data were collected via an online questionnaire of Jordanian citizens. The structural equation model based on partial least squares was used to test hypotheses.

Findings
The findings showed that e-service quality has a positive and significant effect on e-loyalty. E-service quality has a positive and significant effect on both e-trust and e-satisfaction. E-trust and e-satisfaction have a positive and significant effect on e-loyalty. E-trust has a positive effect on e-satisfaction. Finally, regarding the mediating effect of e-trust and e-satisfaction, e-trust and e-satisfaction partially mediate the relationship between e-service quality and e-loyalty in the context of e-government services, and hence all hypotheses were accepted.

Originality/value
The results of this research aid governmental policymakers in implementing information and communication technology strategies that streamline citizens’ transactions and promote their active engagement in e-government initiatives. Additionally, the government has suggested improving awareness campaigns and providing training for employees to enhance the quality of e-services provided to citizens.
A directed grey incidence model based on panel data
Authors: Zhai Yanli , Luo Gege , Luo Dang 
Published: September 2024

PurposeThe purpose of this paper is to construct a grey incidence model for panel data that can reflect the incidence direction and degree between indicators.Design/methodology/approachFirstly, this paper introduces the concept of a negative matrix and preprocesses the data of each indicator matrix to eliminate differences in dimensions and magnitudes between indicators. Then a model is constructed to measure the incidence direction and degree between indicators, and the properties of the model are studied. Finally, the model is applied to a practical problem.FindingsThe grey-directed incidence degree is 1 if and only if corresponding elements between the feature indicator matrix and the factor indicator matrix have a positive linear relationship. This degree is −1 if and only if corresponding elements between the feature indicator matrix and the factor indicator matrix have a negative linear relationship.Practical implicationsThe example shows the number of days with good air quality is negatively correlated with the annual average concentration of each pollutant index. PM2.5, PM10 and O3 are the main pollutants affecting air quality in northern Henan.Originality/valueThis paper introduces the negative matrix and constructs a model from the holistic perspective to measure the incidence direction and level between indicators. This model can effectively measure the incidence between the feature indicator and factor indicator by integrating information from the point, row, column and matrix.
When Japanese ‘omotenashi’ care fails in intercultural situations: an autoethnographic account of dynamics of thorny disharmony
Authors: Ashta Ashok , Stokes Peter 
Published: September 2024

Purpose
“Omotenashi” has become a buzzword denoting the Japanese ethic for excellence in customer care. However, while there is an emerging body of research on the spirit of the provider side, nevertheless, the customer care experiences from the beneficiary perspective – especially the dynamics that manifest when such care fails – remain undercommented. Thus, the purpose of this paper is to identify critical dynamics of how unexpected thorny disharmony might manifest in instances of customer care failure, with a focus on customer service and intercultural lived experiences. In doing so it challenges a prevailing and dominant view of flawless Japanese customer care – Omotenashi.

Design/methodology/approach
Drawing on a multi-disciplinary approach the current research proposes a conceptual model and uses autoethnography to offer insights at the individual level unit of analysis.

Findings
The findings break ground towards innovative understanding of customer care failure dynamics, by considering intercultural situations.

Research limitations/implications
By express design and paradigm, the research is limited to subjective interpretivism. The paper offers important implications for understanding customer beneficiary experience, especially to nuance and challenge the current hegemonic view of the positive nature of Japanese “Omotenashi” customer care in extant literature.

Practical implications
The findings have important practical implications for customer care managers. The paper aims to prompt a pause for thought, a warning of a drift towards organizational self-satisfaction and back slapping in relation to customer care and makes a call for a return to consider the holistic customer experience in the Japanese and inter-cultural contexts.

Social implications
It can be argued that there appears to be a tendency in some quarters to massage and manipulate broader society by pointing to the positive. However, marketing scholars are aware that raising customer expectations in this way can magnify backlash when disconfirmation occurs. This study lends support to the notion that there may be a need to temper expectations and hype in customer relation contexts. This is predicated on the observation that individual – and, therefore, beneficiary – experience is unique, that uniqueness may be accentuated in intercultural situations.

Originality/value
The paper nuances the general positively portrayed aspects of Omotenashi by curating insights into when care fails. It addresses the paucity of lived experience accounts of the beneficiary experience of Japanese Omotenashi care in intercultural situations.
Buyer-seller interaction dynamics: a multidimensional assessment of seller reputation and perceived freedom in curbing opportunism in online platforms
Authors: Yuan Jingbo , Ahmad Bilal , Yang Zhilin , Ye Qing 
Published: September 2024

PurposeDrawing on the principal-agent theoretical perspective, we assert that sellers’ opportunism is acknowledged as an essential component that could determine the quality of the relationship between buyers (principals) and sellers (agents). The primary aim of this research is to investigate the influence of seller behavior vs outcome-based reputation and seller’s perceived freedom on opportunistic behavior in the Chinese e-commerce platform context.Design/methodology/approachThe data collected from 436 e-commerce platform sellers were analyzed and interpreted using structural equation modeling.FindingsThe results indicate that both behavior-based and outcome-based reputations positively impact sellers’ perceived freedom but negatively impact their opportunism. Additionally, while perceived freedom of objectives reduces opportunism, freedom of action increases it. The study also highlights the significant moderating roles of prevention mechanisms and ethical ideology.Originality/valueThis study extends the principal-agent perspective by integrating the seller’s reputation as a potential source of preventing sellers from behaving opportunistically on e-commerce platforms.
Perspectives of health professionals on an in-home hearing and vision enhancement intervention for older adults in Norwegian municipalities
Authors: Haanes Gro Gade , Helvik Anne-Sofie , Johannessen Aud 
Published: September 2024

Purpose
This study aims to characterize the experiences of health professionals participating in an exploratory randomized controlled trial designed to improve hearing and vision among older adults without dementia receiving the in-home health services provided by Norwegian municipalities.

Design/methodology/approach
Semistructured individual and paired interviews were conducted by nine health professionals from five municipalities to explore health professionals’ experiences with the intervention. The data were analyzed using content analysis.

Findings
Three main categories of experiences were identified: (1) participating in the intervention, (2) emerging new knowledge and (3) developing in-home health services. The mutual collaboration between health professionals and service recipients during the screening process led to a more-thorough understanding of the service recipients’ needs and resources, enabling personalized advice and guidance.

Research limitations/implications
In-home interventions have the potential to improve the quality of life of older adults with hearing and vision impairments. Given the promising outcomes of such interventions, future research should (1) investigate their effects on changes in behaviors and attitudes, (2) integrate technological advancements and (3) explore environmental modifications to further enhance the quality of life of older adults in various settings.

Practical implications
The health professionals in this study enjoyed assisting the service recipients in receiving in-home health services by screening their hearing, vision and indoor lighting conditions. The trial enabled the health professionals to provide personalized advice, and to motivate and guide the service recipients toward actions to remedy their impairments.

Social implications
The health professionals recommended hearing, vision and indoor lighting screening to be a routine municipal service because it would safeguard independence, prevent falling and maintain the quality of life of service recipients. However, additional resources are needed to implement these recommendations.

Originality/value
In-home interventions have the potential to improve the quality of life of older adults with hearing and vision impairments.
A systematic literature review and bibliometrics using visualization of similarities for patternless sand mold and core production
Authors: Patil Yogesh , Akarte Milind , Karunakaran K. P. , Patel Ashik Kumar , Mittal Yash G. , Gote Gopal Dnyanba , Mehta Avinash Kumar , Ely Ronald , Shinde Jitendra 
Published: September 2024

Purpose
Integrating additive manufacturing (AM) tools in traditional mold-making provides complex yet affordable sand molds and cores. AM processes such as selective laser sintering (SLS) and Binder jetting three-dimensional printing (BJ3DP) are widely used for patternless sand mold and core production. This study aims to perform an in-depth literature review to understand the current status, determine research gaps and propose future research directions. In addition, obtain valuable insights into authors, organizations, countries, keywords, documents, sources and cited references, sources and authors.

Design/methodology/approach
This study followed the systematic literature review (SLR) to gather relevant rapid sand casting (RSC) documents via Scopus, Web of Science and EBSCO databases. Furthermore, bibliometrics was performed via the Visualization of Similarities (VOSviewer) software.

Findings
An evaluation of 116 documents focused primarily on commercial AM setups and process optimization of the SLS. Process optimization studies the effects of AM processes, their input parameters, scanning approaches, sand types and the integration of computer-aided design in AM on the properties of sample. The authors performed detailed bibliometrics of 80 out of 120 documents via VOSviewer software.

Research limitations/implications
This review focuses primarily on the SLS AM process.

Originality/value
A SLR and bibliometrics using VOSviewer software for patternless sand mold and core production via the AM process.
Soil biota modulate the effects of microplastics on biomass and diversity of plant communities
Authors: Fu Yanmei , Oduor Ayub M. O. , Jiang Ming , Liu Yanjie 
Published: September 2024

Abstract

The use of biodegradable plastics has been proposed as an alternative to mitigate the pollution problem caused by traditional non‐biodegradable plastics. However, the relative impacts of both types of microplastics on plant community productivity and diversity is not known. Moreover, it is unclear whether soil biota can differentially mediate the impacts of biodegradable and non‐biodegradable microplastics on plant communities.

In this study, we investigated the effects of biodegradable and non‐biodegradable microplastics on plant community biomass production and diversity, and whether soil biota mediate these effects. We employed a fully crossed factorial design, growing six plant communities in the presence or absence of 10 individual microplastics, and in live soil versus sterilized soil. We hypothesized that: (1) Biodegradable microplastics have a less negative effect on plant community biomass production and diversity compared to non‐biodegradable microplastics. (2) Soil biota differentially mediate the effects of biodegradable and non‐biodegradable microplastics on plant community biomass production and diversity.

Statistical analyses that included all 10 microplastics yielded two main findings. First, live soil ameliorated the negative effects of biodegradable microplastics on community shoot biomass. Second, the presence of microplastics, rather than their biodegradability, significantly reduced community diversity. Separate analyses of individual microplastics suggest that these patterns were driven by specific microplastics. The biodegradable microplastic polybutylene succinate (PBS) was the main driver of the pattern observed in community shoot biomass. In contrast, the biodegradable microplastic polycaprolactone (PCL) and non‐biodegradable microplastics ethylene‐vinyl acetate (EVA) and polyvinyl chloride (PVC) were the main drivers of the pattern observed in community diversity. Further analyses excluding PBS from the global models, but including the other nine microplastics, revealed no significant differences in community shoot biomass and diversity between biodegradable and non‐biodegradable microplastics in live versus sterilized soil.

Synthesis and applications. Our findings suggest that biodegradable microplastics, often considered environmentally friendly, are not necessarily less harmful than non‐biodegradable microplastics to the growth and diversity of plant communities. Some individual biodegradable microplastics, such as PBS, still pose significant ecological risks to plant community structure and productivity. However, the results also suggest that soil biota may mitigate the negative effects of some biodegradable microplastics.