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PurposeMinimal attention is given to the negative valences of customer engagement and how they manifest in ways that detract from service value. The purpose of this paper is to uncover the meaning and conceptual dimensions of disengagement and negative engagement in conjunction with positive engagement. It explores how three valences of engagement manifest towards dual objects: the service community and the focal service organisation. This exploration is based within a new and novel social service context.Design/methodology/approachA qualitative approach using (four) focus groups is used.FindingsA conceptual model of customer engagement is derived from the groups that include strongly held and positive customer engagement; passive, yet negatively orientated customer disengagement; and active and destructive negative customer engagement. Positive customer engagement is found to be directed at the service community object, whereas customer disengagement and negative engagement are directed at the focal service organisation object. A spillover effect is also revealed whereby negative engagement with the focal service organisation detracts from customers' positive engagement within their service community. This suggests that engagement within a social service is multifaceted: several engagement valences may exist within one service relationship. It also suggests that these engagement valences are interrelated.Originality/valueThis is the first paper to apply three valences of engagement within the one focal relationship and examine how they manifest towards two objects, providing a unique perspective of how different interactions within the service ecosystem can influence engagement.

Purpose
This study aims to analyse a proposed model depicting the direct and indirect relationship between consumer perceptions of corporate social responsibility (CSR) and customer citizenship behaviour (CCB) in the banking industry.


Design/methodology/approach
In this study, data was collected from banking consumers in India. The final sample included 505 responses. The hypotheses were tested using structural equation modelling.


Findings
The findings suggest that consumer perceptions of CSR are positively related to consumer identification with the company and CCB. Also, the relationship between consumer perception of CSR and CCB is mediated through consumer–company identification. This suggests that CSR activities are positively related with the consumer identification with their company, which encourages CCB.


Originality/value
This study contributes empirically and theoretically to expand the limited knowledge about the cognitive link between CSR and consumer behaviour. This study provides new insights about the proposed relationships related to the effects of consumer perception of CSR on CCB.

Das Buch untersucht mögliche Einsatzbereiche von Social Software im Customer Relationship Management innerhalb der chemischen Industrie. Die Definition der Begriffe "Social Software" beziehungsweise "Web 2.0" und "Customer Relationship Management" sowie eine Branchendarstellung der chemischen Industrie gewährleisten ein einheitliches Verständnis der Begrifflichkeiten. Es werden ausgewählte Social Software-Medien vorgestellt und deren Einsatzmöglichkeit im unternehmerischen Umfeld überprüft. Anhand von Kundenanforderungen in der Chemie - in den Bereichen Wasch- und Reinigungsmittel sowie Pharma und Kosmetik - wird das Umsetzungspotential von Social Software innerhalb der chemischen Industrie untersucht. Eine Bewertung der Medien hat das Ziel, besonders geeignete Werkzeuge für diese Branche zu empfehlen. Abschließend wird ein Konzept zu einer Unternehmensplattform unter Verwendung von Social Software vorgestellt.

PurposeThis study investigates the effects of using social media for customer service on firms' reputation building. In addition, this study explores the role of absorptive capacity, ISO (International Organization for Standardization) 9,000 implementation and periodic training for management and employees in the relationship between social media–based customer service and firm reputation.Design/methodology/approachThis study sampled 115 US-listed firms and collected secondary data from five databases as follows: Factiva, Fortune's World's Most Admired Companies (WMAC), Standard & Poor's COMPUSTAT, American Customer Satisfaction Index (ACSI) and Thomson Reuters' Environmental, Social and Governance (ESG). This study developed a panel dataset of these 115 firms from 2007 to 2016 and conducted dynamic panel data analyses to examine the hypotheses.FindingsThis study finds that a higher number of social media channels used for customer service is associated with a higher reputation score for a firm. In addition, the positive relationship is reinforced when a firm has a high absorptive capacity level, an ISO 9000 quality management system and offers periodic training for management and employees.Originality/valueTo the best of our knowledge, this is the first study to investigate the relationship between social media–based customer service and firm reputation. This study also explores the boundary factors in terms of firm absorptive capacity, ISO 9000 quality management systems and training for management and employees.

Purpose
In the current era, businesses and customers are becoming increasingly concerned with social and environmental issues, and unlike the past, the main focus is not merely on economic growth. As new customers are getting more informed and responsible toward their surroundings, it is necessary for enterprises to act responsibly to attract responsible customers. Therefore, this paper aims to investigate the impact of corporate social responsibility (CSR) on brand positioning and customer loyalty in travel agencies in Tehran, Iran.


Design/methodology/approach
Through quota sampling, 86 agencies are selected and a number of 200 customers of those travel agencies are surveyed by means of purposive sampling.


Findings
The result reveals that CSR has a significant effect on loyalty of customers and brand positioning. In addition, the results indicate that all hypotheses have significant effects except for the C-C identification on customer loyalty.


Practical implications
Tourism managers should bear in mind that performing CSR activities is not merely a cost burden but a viable strategy for creating competitive advantage. They should adapt their CSR activities to the industry environment.


Originality/value
The study provides important evidence about CSR and their role in brand positioning and customer loyalty in tourism industry. In addition, the study contributes to the literature by developing the link between CSR and brand positioning.

AbstractWhy are some societies more unequal than others? The French revolutionaries believed unequal inheritances among siblings to be responsible for the strict hierarchies of the ancien régime. To achieve equality, the revolutionaries therefore enforced equal inheritance rights. Their goal was to empower women and to disenfranchise the noble class. But do equal inheritances succeed in leveling the societal playing field? We study Germany—a country with pronounced local‐level variation in inheritance customs—and find that municipalities that historically equally apportioned wealth, to this day, elect more women into political councils and have fewer aristocrats in the social elite. Using historic data, we point to two mechanisms: wealth equality and pro‐egalitarian preferences. In a final step, we also show that, counterintuitively, equitable inheritance customs positively predict income inequality. We interpret this finding to mean that equitable inheritances level the playing field by rewarding talent, not status.

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

AbstractThis study examines how customers' perceptions of corporate social responsibility (CSR) affect their customer citizenship behaviour and the mediated link through customer‐company identification and affective commitment. Working with a sample of 615 banking service customers in South Korea, structural equation modelling is employed to test the research hypotheses. The results of this study suggest that customers' perceptions of CSR are positively related to their customer citizenship behaviour. Second, customer‐company identification was found to mediate the positive relationship between customers' perceptions of CSR and customer citizenship behaviour. Third, customers' affective commitment towards their organization also mediated the positive relationship between customers' perceptions of CSR and customer citizenship behaviour. Finally, the relationship between customers' perceptions of CSR and customer citizenship behaviour is sequentially and partially mediated by customer‐company identification and affective commitment. The theoretical and managerial implications of the results and the limitations of the study are discussed, and future research directions are suggested.

Soziale Medien bieten Unternehmen eine Vielzahl an Möglichkeiten, mit Kunden zu interagieren. Soziale Interaktionen werden dabei als Haupttreiber für den Marketing- und Unternehmenserfolg betrachtet. Nur wenige Unternehmen schaffen es jedoch, deren Potential auch tatsächlich auszuschöpfen, da sie Kunden entlang ihrer Social Media Journey nicht effektiv engagieren. Die vorliegende Dissertation stellt mit dem Social Media Interaction Funnel ein neuartiges Konzept vor, das Unternehmen dabei hilft, verschiedene Arten von sozialer Interaktion und deren Motivation besser zu verstehen und damit Social Media erfolgswirksam zu steuern. Die Autoren untersuchen dieses Konzept in drei aufeinander aufbauenden Schritten. Zunächst konzipieren sie den Social Media Interaction Funnel auf Basis verschiedener Verhaltensweisen von Social Media Nutzern. In einer anschliessenden deskriptiven Analyse des Funnels in der Managementpraxis zeigen sie, dass anspruchsvolle Interaktionen wie z.B. das Verfassen von markenbezogenen Inhalten, einen stärkeren Einfluss auf den Social Media Erfolg haben als weniger anspruchsvolle Interaktionen wie etwa das reine Konsumieren von Inhalten. Abschliessend werden diese Ergebnisse auch unter Berücksichtigung der Einflussfaktoren und Konsequenzen von sozialen Interaktionen in einem experimentellen Design kausal validiert. Hierbei zeigen die Autoren unter Anwendung der Self-Determination-Theory (SDT), dass Social Media Nutzer ihre fundamentalen Bedürfnisse nach Kompetenz, Zusammengehörigkeit und Autonomie durch das gezielte Engagement in verschiedene Arten und Anspruchsniveaus sozialer Interaktionen auf Social Media befriedigen. In diesem Zusammenhang spielen motivationale Ansprachen eine kritische Rolle, da sie Social Media Nutzer dazu bewegen, bestimmte markenbezogenen Aktivitäten auf Social Media auszuüben. Unternehmen können in Folge einen positiven Return-on-Social-Interaction in Form von verbesserter Ein

The aim of this research is to examine the effect of the customer loyalty program on customer satisfaction and its impact on customer loyalty. This program is developed by the company in order to increase customer satisfaction. Optimal customer satisfaction will be able to create customer loyalty. For a company, customer loyalty will guarantee the company's income to be constantly optimal. The research is conducted using the survey method involving 110 customers and 100 feasible data used. The sampling technique used is judgment sampling and data collected through the questionnaire. It uses SEM in examining hypotheses assisted by software AMOS version 20.0. Member card significantly affects customer satisfaction, while discount promo has no significant effect on customer satisfaction and it also doesn't affect customer loyalty. Member cards and discount promo have a direct effect on customer loyalty. In general, it can be understood that the customer loyalty program applied by Alfamart either member card or discount promo affects customer satisfaction and has an impact on customer loyalty. This research gives input to retail business managers in managing customer satisfaction through the proper development of customer loyalty programs.