bluuebunny/crossref_metadata_2025_split huggingface dataset:
Investigating the employee’s customer orientation behaviour: a comparison of the circumstances before and after the pandemic from policy perspective
Authors: A. Apoorva , Chaudhuri Ranjan , Gupta Aditi , Hussain Zahid , Chatterjee Sheshadri 
Published: April 2023

Purpose
The aim of this research is to investigate how jay customer influence service employees’ customer orientation behaviour before and after COVID-19 from a policy perspective. This study will also assess whether jay customer or abusive supervision had a greater or lesser impact on service workers’ emotional stage and customer orientation during COVID-19.

Design/methodology/approach
The research adopted longitudinal approach to collect the data from Indian service employees engaged in various service organisations (such as airlines, hotels and restaurants). The gathered data over a 13-month period, with (T1) November 2019 and (T2) December 2020. A total of 412 employees responded to the T1 survey. Thirteen months later, of the 412 T1 respondents, 381 returned the second survey. The data collected through questionnaire via both personally visiting the hotel restaurants and airport and through online mode. The research used structural equation modelling and ANOVA for the analysis of results.

Findings
The results revealed that the indirect adverse effect of jay customer and abusive supervision on customer orientation via burnout has increased since the start of the pandemic. Furthermore, due to burnout, jay customers had a greater indirect influence on CO during the pandemic than abusive supervision. The result also shows that male employees experience the uncivil behaviour by the customer and the supervisor more frequently than that of female and transgender employees. These findings can be used to efficiently manage the stress of frontline service workers and to suggest policies during times of crisis, such as COVID-19.

Research limitations/implications
This study contributes to the field of behavioural studies, mainly in the context of Indian hospitality industry. Policymakers and future researchers can use these findings to understand different customer-related issues from perceptive of Indian customer.

Originality/value
The originality and value of this study is related to its pioneering study of jay customer and abusive supervision before and after COVID-19 from policy perspective of Indian service sector. The value of such research work is associated with both scholarly and executive implications. Regarding the latter, this study examines the myopic nature of uncivil behaviour and helps service firms to understand and manage its different forms, conclusively also providing practicable executive directions on the problem.
Financial inclusion and financial performance: evaluating the moderating effect of mandatory corporate social responsibility
Authors: Bhatter Harish Kumar , Chhatoi Biswajit Prasad 
Published: April 2023

Purpose
This study aims to examine the nexus among financial inclusion, legislative corporate social responsibility (CSR) and the financial performance of banking companies in India.

Design/methodology/approach
The study uses the fixed-effect model to measure the impact of financial inclusion on the financial performance of banks listed in the Bank Nifty Index from 2015 to 2022. Furthermore, it examines the interaction effect of legislative CSR and financial inclusion on the performance of banks.

Findings
The study shows that financial inclusion indicators positively affect financial performance, which is critical for banking institutions. Empirically, the study provides evidence that legislative CSR is a significant moderator that can influence the relationship between financial inclusion and the financial performance of banks.

Practical implications
The emerging nations may concentrate on implementing legislative CSR spending to achieve economic value for their firms and societal responsibility toward stakeholders.

Originality/value
As per the authors’ collective knowledge, this study is the one that extends the empirical evidence that the legislative CSR is a potential moderator which influences the relationship between financial inclusion and the performance of banks.
What drives event attendees’ intention to continue using mobile event apps? The role of app attributes, social exchange and social-image
Authors: Wei Wei , Ozturk Ahmet Bulent , Fairley Jeremy , Hua Nan 
Published: April 2023

Purpose
This paper aims to examine factors affecting users’ intention to continue using mobile event applications (MEA). The impacts of perceived usefulness, social exchange and perceived enjoyableness on users’ intention to continue using MEA were tested. Further, the moderating role of social image in the proposed relationships was analyzed.

Design/methodology/approach
Data were collected from 407 users of MEA. Structural equation modeling was used for hypotheses testing.

Findings
The results indicated that perceived usefulness and social exchange positively influenced perceived enjoyableness and further users’ intention to continue using MEA. Self-image had a moderating impact on the relationship between perceived enjoyableness and intention to continue using MEA.

Originality/value
To the best of the authors’ knowledge, this study is one of the first to systematically study mobile event apps and offers valuable implications for academicians, technology vendors and event planners.
“I am surprised that it works so well”: clinicians’ views on delivering psychological assessments and therapy to young people in a fully-digital mental health service"
Authors: May Merle Janka Beltane , Allen Victoria M.E. , Blackley Georgie , Julian Hare Dougal , Burbach Frank R. , Brown Katherine 
Published: April 2023

Purpose
Many mental health clinicians have delivered services digitally in response to the COVID-19 pandemic. Emerging research suggests that, despite some initial discomfort, therapists appear to adjust to remote working. The purpose of this study is to explore the views of clinicians working within a fully digital organisation towards digital service provision.

Design/methodology/approach
Clinicians (N = 52) providing digital mental health assessments and treatments at Healios anonymously completed a mixed-methods questionnaire.

Findings
In all, 85% of participants enjoyed working remotely and 71% thought they would continue to work online over the next 5–10 years. Of the participants, 40% reported low confidence in online work’s efficacy before working remotely, but 96% reported confidence at the time of questionnaire completion: suggesting confidence increased with experience. An exploratory “inverted” factor analysis generated a two-factor solution, grouping clinicians into two factors based on key views. Factor 1 was predominantly characterised by satisfaction with training received and factor 2 by quality of technical experiences (encountering problems less often and greater personal confidence in resolving them). Qualitative feedback described some benefits of, and barriers to, digital service provision. Clinicians reflected on a perceived change in cultural norms, with more openness to digital services following the COVID-19 pandemic. On a personal level, teletherapy was viewed more favourably with increased personal experience.

Originality/value
Clinicians’ confidence in providing services digitally is discussed, with reference to how this may be affected by extent of remote working experience and availability of technical support. Staff well-being within the digital workspace is also discussed.
Real Estate Insights Identifying career strategies for property academics
Authors: Newell Graeme , Adair Alastair , Taltavull Paloma , McGreal Stanley 
Published: April 2023

PurposeThe university context has changed considerably in recent years. This paper aims to identify career strategies that can be used by property academics in the property education, research and industry linkages spaces in this changing university environment. This is particularly relevant for early career researchers (ECRs), as they navigate developing their careers as the next generation of property academics.Design/methodology/approachThis research is based on a thorough understanding and extensive experience of the university environment in the property area by the four authors. This depth of understanding is at a global level, with team members having extensive property academic experience over many years in Europe, the USA and Asia–Pacific.FindingsCareer strategies for property academics are identified that will ensure the next generation of property academics are suitably prepared for the challenges of being an academic in the changing university environment. This is particularly relevant for ECRs in property.Practical implicationsIt is important to prepare the next generation of property academics to ensure the high quality of property graduates as they become the next generation of property professionals. Practical career strategies are identified for property academics to ensure that they have the necessary skills to develop their academic careers to empower the next generation of property professionals.Originality/valueThis paper is the first paper to specifically address the career strategies needed by property academics in universities today. This is a key issue for the property industry going forward at all levels to ensure the next generation of property academics are empowered to prepare the next generation of property professionals.
Does explanatory language convey the auditor’s perceived audit risk? A study using a novel big data analysis metric
Authors: Choi Seung Uk , Na Hyung Jong , Lee Kun Chang 
Published: April 2023

Purpose
The purpose of this study is to examine the relationship between explanatory language, audit fees and audit hours to demonstrate that auditors use explanatory language in audit reports to explain perceived audit risk.

Design/methodology/approach
The authors construct the sentiment value, a novel audit risk proxy derived from audit reports, using big data analysis. The relationship between sentiment value and explanatory language is then investigated. The authors present the validity of their new metric by examining the relationship between sentiment value and accounting quality, taking audit fees and hours into account.

Findings
The authors first find that reporting explanatory language is positively related to audit fees. More importantly, the authors provide an evidence that explanatory language in audit reports is indicative of increased audit risk as it is negatively correlated with sentiment value. As a positive (negative) sentimental value means that the audit risk is low (high), the results indicate that auditors describe explanatory language in a negative manner to convey the inherent audit risk and receive higher audit fees from the risky clients. Furthermore, the relationship is strengthened when the explanatory language is more severe, such as reporting the multiple numbers of explanatory language or going-concern opinion. Finally, the sentiment value is correlated with accounting quality, as measured by the absolute value of discretionary accruals.

Originality/value
Contrary to previous research, the authors’ findings suggest that auditors disclose audit risks of client firms by including explanatory language in audit reports. In addition, the authors demonstrate that their new metric effectively identifies the audit risk outlined qualitatively in audit report. To the best of the authors’ knowledge, this is the first study that establishes a connection between sentiment analysis and audit-related textual data.
Psychological contract breach and organizational citizenship behaviours: the moderating role of contract type
Authors: Santos Gina Gaio , Pinho José Carlos , Ferreira Ana Paula , Vieira Márcia 
Published: April 2023

Purpose
Drawing on the conservation of resources (COR) theory, this study aims to assess the moderating effect of the psychological contract (PC) type (relational, transactional and balanced) on the relationship between psychological contract breach (PCB) and organizational citizenship behaviours (OCBs).

Design/methodology/approach
The authors administered a survey to a sample of 159 nurses working in a large public hospital. To analyse the survey data, the authors used partial least squares with SmartPLS v.3.3, a variance-based structural equation modelling technique that combines principal component analysis, path analysis and regression analysis.

Findings
This study shows that nurses counteract the loss of resources following a PCB by investing more in stronger interpersonal relationships with co-workers and patients as a way to recuperate from resource loss and gain social resources. In addition, the moderating effect of the PC type reinforces the relationship between a PCB and OCB in a way that relational and balanced PC types support OCB-I positively but negatively OCB-O. Furthermore, the transactional PC does not reinforce negatively the link between PCB and OCB-I, and the negative interacting effect on the PCB and OCB-O link is only partially supported.

Research limitations/implications
The study findings are grounded on a cross-sectional research design and a convenience sampling strategy.

Practical implications
The results highlight the relevance of human resources management practices centred on employee involvement and participatory supervision styles for ensuring OCB display at the workplace.

Originality/value
The results add new evidence to COR theory by highlighting the importance of social resources as a mitigator in the relationship between nurses’ PCB and OCB towards co-workers and patients (OCB-I). Hence, the OCB-I display will vary in function of the target and the moderating effect of PC type (relational, balanced or transactional).
The damage of deference: how personal and organizational factors transform deference to leader authority into unethical pro-organizational behavior
Authors: De Clercq Dirk 
Published: April 2023

Purpose
The purpose of this study is to examine how employees’ deference to leader authority may induce their unethical pro-organizational behavior (UPB) and whether this translation is more likely to materialize in the presence of two personal factors (dispositional greed and proactive personality) and two organizational factors (workplace status and job rotation).

Design/methodology/approach
The empirical assessment of the research hypotheses relies on quantitative survey data collected among 350 Canadian-based employees who work in the healthcare sector. The statistical analyses include hierarchical moderated regression.

Findings
The role of deference to leader authority in stimulating UPB is greater when employees (1) have a natural disposition to always want more, (2) enjoy initiative taking, (3) believe that they have a great deal of prestige in the organization and (4) operate in an organizational environment in which job rotation across different departments is encouraged.

Practical implications
The results inform managers about the risk that employees’ willingness to obey organizational authorities unconditionally might escalate into negative behaviors that can cause harm to both the organization and employees in the long run, as well as the personal and organizational circumstances in which this escalation is more likely to occur.

Originality/value
This study extends extant research by investigating the conditional effects of an unexplored determinant of UPB, namely, a personal desire to defer to organizational leaders.
Ladder of analytical abstraction: a constructive map for data analysis a case of voluntary reporting of human capital
Authors: Perera Ahesha , Rainsbury Liz 
Published: April 2023

Purpose
This study aims to demonstrate how Carney’s ladder of analytical abstraction is used to examine the motivations of banks for reporting human capital (HC) information.

Design/methodology/approach
The authors use semi-structured interviews of senior bank employees at eight large New Zealand banks. They analyse the managers’ views using a constructive mapping of responses applying Carney’s ladder of analytical abstraction. The findings are interpreted from a stakeholder theory perspective.

Findings
The authors find that the New Zealand banks report on HC to manage reputation, strengthen employee relationships and achieve competitive advantages. The results suggest that banks engage in opportunistic reporting to distract external stakeholders while advancing their interests.

Research limitations/implications
The study will guide researchers in the use of Carney’s ladder of analytical abstraction in analysing qualitative data.

Practical implications
This study provides insights for businesses to improve the consistency and quality of HC reporting and ensure that the information needs of broader stakeholder groups are met.

Originality/value
Some previous voluntary reporting studies analyse their data using inductive analysis. The authors use Carney’s ladder of analytical abstraction as a framework to guide our inductive analysis.
Leisure or work? Shopping behavior in neighborhood stores in a pandemic context
Authors: Moll Brandão Marcelo , França Sarcinelli Arthur , Bisi Barcelos Ananda , Postay Cordeiro Luiza 
Published: April 2023

Purpose
This study aims to understand customer’s assessments of neighborhood stores during the COVID-19 pandemic through the influence of in-store environmental factors on patronage intention.

Design/methodology/approach
Online survey with 528 participants about the last shopping trip in neighborhood retail. The authors performed data analysis using structural equation modeling techniques.

Findings
High-perceived spatial crowding negatively influences shopping experience value perceptions, while human crowding influences patronage intentions through increased perceived hedonic value.

Research limitations/implications
Results suggest that purchase experience at well-known neighborhood stores during a sanitary crisis is becoming less convenience-oriented and a substitute for leisure activities due to social distancing.

Practical implications
The findings elucidate the social function of neighborhood convenience retailing during the COVID-19 pandemic. The results emphasize that a pleasant shopping experience arising from a good relationship with shopkeepers and other customers is more influential on patronage intention than a good product assortment and store layout.

Social implications
This paper contributes to the survival of small neighborhood businesses during the financial crisis installed due to Covid-19 by helping businesses become more attractive to their consumers and competitive in the new context.

Originality/value
The combined context of the health crisis due to COVID-19 and neighborhood retail of an emerging country raises the need for tests to better understand established marketing theories. Based on this rationale, this work intends to replicate and extend selected previous findings to the new environment dictated by the pandemic.
Identifying necessary conditions to deep-tech entrepreneurship
Authors: Dionisio Eduardo Avancci , Inacio Junior Edmundo , Morini Cristiano , Carvalho Ruy de Quadros 
Published: April 2023

Purpose
This paper aims to address which resources provided by an entrepreneurial ecosystem (EE) are necessary for deep technology entrepreneurship.

Design/methodology/approach
The authors used a novel approach known as necessary condition analysis (NCA) to data on EEs and deep-tech startups from 132 countries, collected in a global innovation index and Crunchbase data sets. The NCA makes it possible to identify whether an EEs resource is a necessary condition that enables entrepreneurship.

Findings
Necessary conditions are related to political and business environment; education, research and development; general infrastructure; credit; trade; diversification and market size; and knowledge absorption capacity.

Research limitations/implications
The results show that business and political environments are the most necessary conditions to drive deep-tech entrepreneurship.

Practical implications
Policymakers could prioritize conditions that maximize entrepreneurial output levels rather than focusing on less necessary elements.

Social implications
Some resources require less performance than others. So, policymakers should consider allocating policy efforts to strengthen resources that maximize output levels.

Originality/value
Studies on deep-tech entrepreneurship are scarce. This study provides a bottleneck analysis that can guide the formulation of policies to support deep-tech entrepreneurship, as it allows to identify priority areas for resource allocation.
Enablers of quality of work life of employees in garment industry: an integrated hybrid approach of Pareto, SEM and ISM
Authors: Beloor Vanishree , Nanjundeswaraswamy T.S. 
Published: April 2023

Purpose
The purpose of this study is to determine the enablers of the quality of work life (QWL) of employees working in the Garment industries.

Design/methodology/approach
The study was carried out in a fivefold step. In the first step, the enablers of QWL were identified through an exhaustive literature survey, in the second step identified vital few components through Pareto analysis. Then the third step was followed by exploratory factor analysis (EFA) to further, to identify the precise components and validate the same using confirmatory factor analysis in fourth step. The final step included interpretive structural modeling and Cross-Impact Matrix Multiplication Applied to Classification analysis to model the validated components and determine the interrelationships and linkages.

Findings
Predominant QWL enablers of employees working in the garment industries are training and development, satisfaction in job, compensation and rewards, relation and co-operation, grievance handling, work environment, job nature, job security and facilities.

Research limitations/implications
In this study, the interpretive structural model is designed based on the opinion of the experts who are working in the garment industry considering the responses from employees in garment sectors. The framework can be extended further to the other sectors.

Practical implications
In future, the researchers in QWL may develop a model to quantify the level of employees’ QWL who are working in different sectors. Enablers of QWL are essential, and based on this further statistical analysis can be carried out. This study will provide limelight to the researchers in choosing the valid and reliable set of enablers for the empirical studies. Organizations can get benefit by implementing the outcome of this research for the enhancement of the QWL of employees.

Originality/value
The study was carried out in 133 garment industries where 851 workers constituted the final valid responses that were considered for analysis. The outcomes from the study help administrators, policy and decision-takers in taking decisions to enhance QWL.