Journal of Business Research最新文献

英文中文

How structures of common difference constrain and create equity in market society: A genealogy of an adroit practice performance 在市场社会中，共同差异结构如何约束和创造公平：一个熟练实践绩效的谱系

IF 10.5 1区管理学 Q1 BUSINESS

Journal of Business Research

Pub Date : 2024-11-22 DOI: 10.1016/j.jbusres.2024.115038

Melissa Archpru Akaka , Hope Jensen Schau

We investigate a globally diffused practice reimagined as a competitive sport through international professional contests. Competition rules reduce a complex cultural practice to a curated set of characteristics that reward adroit (skilled) performance with a bias towards male athletes. Through a practice genealogy, we explore how a meso-level structure of common difference (SCD) emerges through competition success metrics that marginalize female practitioners. We trace macro-level shifts in meaning and micro-level actions that that have led to an increase in equality through equal pay. However, equity across genders is constrained because the unique competences of male athletes remain dominant on scorecards without recognition of countervailing unique female athletes’ competences. We argue that inclusivity of multiple practice modalities is needed to increase the structural diversity (e.g., variation in norms) of an SCD. This has important implications for how market structuration can shape social structures and create a more equitable market society.

我们调查了一项全球扩散的实践，通过国际专业比赛将其重新想象为竞技体育。比赛规则将复杂的文化实践简化为一套精心策划的特征，奖励熟练的（熟练的）表现，偏袒男性运动员。通过实践谱系，我们探索了共同差异（SCD）的中观结构是如何通过边缘化女性从业者的竞争成功指标出现的。我们追踪了宏观层面的意义变化和微观层面的行动，这些变化通过同工同酬导致了平等程度的提高。然而，由于男性运动员的独特能力在记分卡上仍然占主导地位，而没有认识到女性运动员的独特能力。我们认为，需要多种实践模式的包容性来增加SCD的结构多样性（例如，规范的变化）。这对市场结构如何塑造社会结构和创造一个更公平的市场社会具有重要意义。

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引用次数: 0

When does betting on ambidexterity pay off? Exploring SME’s customer relationship strategies during crises 什么时候赌两手抓才能得到回报？探讨中小企业在危机中的客户关系策略

IF 10.5 1区管理学 Q1 BUSINESS

Journal of Business Research

Pub Date : 2024-11-22 DOI: 10.1016/j.jbusres.2024.115073

Dario Miocevic , Selma Kadic-Maglajlic , Maja Arslanagic-Kalajdzic

This study draws on the strategic fit framework and portfolio theory to show how ambidexterity in SMEs evolves in times of crisis. Using survey-based data and objective performance data collected at two points in time, we develop a framework that examines SMEs’ ambidextrous strategic orientation and customer retention-acquisition ambidexterity in relation to performance. This framework accounts for the interaction effects of customer portfolio management, proactiveness and customer concentration. The results show that an ambidextrous strategic orientation is positively related to retention-acquisition ambidexterity. Customer portfolio management can increase retention-acquisition ambidexterity when ambidextrous strategic orientation is low and vice versa. However, the importance of customer portfolio management is lower for SMEs with a strong proactive stance. Finally, the results show that customer concentration can undermine the effect of retention-acquisition ambidexterity on performance. This finding opens an interesting discussion on whether increasing retention-acquisition ambidexterity always benefits SME performance in times of crisis.

本研究利用战略契合框架和投资组合理论来展示中小企业的二元性在危机时期是如何演变的。使用基于调查的数据和在两个时间点收集的客观绩效数据，我们开发了一个框架，该框架检验了中小企业的双灵巧战略导向和客户保留-获取双灵巧与绩效的关系。该框架考虑了客户组合管理、主动性和客户集中度的交互效应。结果表明，双灵巧策略取向与保留-习得双灵巧呈正相关。当双灵巧性战略取向较低时，客户组合管理可以提高保留-获取双灵巧性，反之亦然。然而，对于积极主动的中小企业来说，客户组合管理的重要性较低。最后，研究结果表明，顾客集中度会削弱保留-习得双灵巧性对绩效的影响。这一发现开启了一个有趣的讨论，即增加保留-习得双灵巧性是否总是有利于中小企业在危机时期的表现。

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引用次数: 0

Is it contagious? The effect of fear of failure on employee satisfaction 它会传染吗？失败恐惧对员工满意度的影响

IF 10.5 1区管理学 Q1 BUSINESS

Journal of Business Research

Pub Date : 2024-11-21 DOI: 10.1016/j.jbusres.2024.115059

Sarah-Alena Rössig , Corinna Vera Hedwig Schmidt , Lisa Schrewentigges , Steffen Strese

Fear of failure is a negative emotion among entrepreneurs at all stages of the entrepreneurial journey. However, prior research focuses on entrepreneurs in the aspiration stage or individual-level outcomes. Drawing on emotional contagion theory, we suggest that entrepreneurs’ fear of failure is transmitted to their employees, influencing their work experience. We use an exploratory mixed-method design combining survey and secondary data for the quantitative analysis (study I) and conducted interviews with entrepreneurs for the qualitative analysis (study II). We find that the entrepreneur’s fear of failure is negatively related to employee satisfaction. A context characterized by low participativeness in strategic decision-making or an entrepreneur’s low internal locus of control strengthens the negative relationship. Our research sheds light on the emotional contagion processes in entrepreneurship and extends the theory of emotional contagion by introducing participative strategic decision-making as a team environment and entrepreneurs’ locus of control as an individual trait.

对失败的恐惧是企业家在创业之旅的各个阶段都存在的一种消极情绪。然而，先前的研究主要集中在企业家的愿望阶段或个人层面的结果。根据情绪传染理论，我们认为企业家对失败的恐惧会传递给员工，从而影响他们的工作体验。我们采用调查和二手数据相结合的探索性混合方法设计进行定量分析（研究一），并对企业家进行访谈进行定性分析（研究二）。我们发现企业家对失败的恐惧与员工满意度呈负相关。低参与战略决策或企业家的低内部控制点的环境特征加强了负向关系。本研究通过引入参与式战略决策作为团队环境和企业家控制点作为个体特征，揭示了企业家精神中的情绪传染过程，并扩展了情绪传染理论。

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引用次数: 0

Empathic chatbots: A double-edged sword in customer experiences 移情聊天机器人：客户体验中的一把双刃剑

IF 10.5 1区管理学 Q1 BUSINESS

Journal of Business Research

Pub Date : 2024-11-21 DOI: 10.1016/j.jbusres.2024.115074

Antoine Juquelier, Ingrid Poncin, Simon Hazée

Recent breakthroughs in affective computing have enabled the shift from mechanical to empathic chatbots, now capable of detecting, decoding, and mimicking customers’ thoughts and feelings to respond appropriately. While artificial empathy is believed to potentially bridge the human-artificial intelligence gap in customer experience, recent studies offer mixed support for its effectiveness in improving customer outcomes, leaving managers perplexed about the added value of empathic chatbots. Building on social presence theory, this paper investigates whether, how, and when empathic chatbot-led services enhance customer experience. Results from three experiments show that empathic chatbots trigger perceptions of social presence and information quality, which positively influence customer satisfaction. The findings further reveal that empathic chatbots can harm customer experience under certain conditions, particularly when customers feel time pressure. This paper provides insights into how and when to implement empathy in chatbots to enhance customer experience and boost customer satisfaction.

情感计算方面的最新突破使聊天机器人从机械式转向移情式，现在能够探测、解码和模仿客户的想法和感受，从而做出适当的反应。虽然人工移情被认为有可能弥合客户体验中人类与人工智能之间的差距，但最近的研究对其在改善客户结果方面的有效性提供了不同的支持，这让管理人员对移情聊天机器人的附加价值感到困惑。基于社会存在理论，本文研究了移情聊天机器人主导的服务是否、如何以及何时增强客户体验。三个实验的结果表明，共情聊天机器人触发了对社交存在和信息质量的感知，这对客户满意度产生了积极的影响。研究结果进一步表明，在某些情况下，移情聊天机器人会损害客户体验，尤其是当客户感到时间压力时。本文提供了如何以及何时在聊天机器人中实现同理心以增强客户体验和提高客户满意度的见解。

引用次数: 0

The past, present, and future of sustainability marketing: How did we get here and where might we go? 可持续性营销的过去、现在和未来：我们是如何走到这一步的？

IF 10.5 1区管理学 Q1 BUSINESS

Journal of Business Research

Pub Date : 2024-11-19 DOI: 10.1016/j.jbusres.2024.115056

Katherine White , Aylin Cakanlar , Shakti Sethi , Remi Trudel

The ever-increasing concerns about global sustainability have sparked intense debates and actions across various sectors, with marketing playing a pivotal role in influencing both the problem and potential solutions. This article maps the historical trajectory of sustainability marketing, analyzes current trends, and explores future directions to enhance sustainability within marketing practice. We show that sustainability marketing has historically centered on resource conservation and green marketing, but in recent years its scope has expanded to encompass a broader range of topics. These include the circular economy, anti-consumption, regulatory frameworks, innovation, carbon emissions, as well as the social and ethical considerations inherent in sustainability marketing. We propose three main areas within which sustainability marketing might expand in the future: system-driven changes, business-driven changes, and consumer-driven changes. Our analysis aims to deepen the understanding of sustainability marketing and inspire marketers to explore questions and solutions that will contribute to a sustainable future.

人们对全球可持续发展的关注与日俱增，引发了各行各业的激烈讨论和行动，而市场营销在影响问题和潜在解决方案方面发挥着举足轻重的作用。本文描绘了可持续发展营销的历史轨迹，分析了当前趋势，并探讨了在营销实践中加强可持续发展的未来方向。我们表明，可持续性营销历来以资源保护和绿色营销为中心，但近年来其范围已扩大到包括更广泛的主题。其中包括循环经济、反消费、监管框架、创新、碳排放以及可持续性营销中固有的社会和道德因素。我们提出了可持续营销未来可能扩展的三个主要领域：系统驱动的变革、企业驱动的变革和消费者驱动的变革。我们的分析旨在加深对可持续营销的理解，激励营销人员探索有助于实现可持续未来的问题和解决方案。

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引用次数: 0

Reinstating the radical: Trajectory, debates, and proposals for strategy as practice 重塑激进主义：作为实践的战略的轨迹、辩论和建议

IF 10.5 1区管理学 Q1 BUSINESS

Journal of Business Research

Pub Date : 2024-11-19 DOI: 10.1016/j.jbusres.2024.115055

Qian Li , Paula Jarzabkowski

Strategy as practice (SAP) has developed from a relatively radical idea emphasising situated and knowledgeable strategy practices to a well-recognised field explaining a wide range of strategy activities and practices. Despite this remarkable trajectory, SAP continues to be shaped by ongoing onto-epistemological debates. This essay follows the call to embrace SAP’s early roots in social practices and proposes reinstating the radical in SAP research. We briefly review SAP’s trajectory, showing how advocates and critics have co-constructed the field as it is today. Based on this review, we identify two ongoing debates of intentionality and the macro–micro divide and highlight the onto-epistemological nature of these debates and the methodological challenges to move beyond the debates. Finally, we propose three research ‘bridges’ across these debates to further advance the radical SAP agenda and its growth as a vibrant intellectual community open to a wide range of research and phenomena as part of the field’s continuous process of becoming.

作为实践的战略（SAP）已经从一个相对激进的理念发展成为一个广受认可的领域，解释了广泛的战略活动和实践。尽管走过了这一非凡的轨迹，但 "作为实践的战略 "仍被持续不断的 "作为认识论 "的争论所左右。这篇文章呼吁人们拥抱 SAP 早期的社会实践根源，并建议在 SAP 研究中重塑激进主义。我们简要回顾了 SAP 的发展轨迹，展示了倡导者和批评者是如何共同构建了这一领域的今天。在此基础上，我们确定了意向性和宏观与微观之分这两个正在进行的争论，并强调了这些争论的认识论性质以及超越争论所面临的方法论挑战。最后，我们提出了跨越这些争论的三条研究 "桥梁"，以进一步推进激进SAP议程，并使其成长为一个充满活力的知识界，向广泛的研究和现象开放，成为该领域持续发展过程的一部分。

引用次数: 0

Don’t make me hate you, my love! Perceived brand betrayal and the love-becomes-hate phenomenon 别让我恨你，我的爱人！感知品牌背叛和由爱生恨现象

IF 10.5 1区管理学 Q1 BUSINESS

Journal of Business Research

Pub Date : 2024-11-18 DOI: 10.1016/j.jbusres.2024.115060

Asli Tolunay , Cleopatra Veloutsou

Through three scenario-based experiments and under the theoretical lens of Emotion-in-Relationships Model, this work examines the interplay between brand passion and brand transgression type (Studies 1 and 2), perceived betrayal severity (Studies 2 and 3) and betrayal source (Study 3) affecting the important yet underexamined “love-becomes-hate” phenomenon. Study 1 unveils passion as an emotional response post-transgression indicator and evidences the wrongdoing type’s influence on the generated hate type among erstwhile brand lovers. Study 2 finds perceived betrayal important in brand lovers’ brand relationships transformation, supporting that the wrongdoing type influences the generated hate type, with functional wrongdoings creating more severe hate forms than moral or symbolic wrongdoings. Study 3 reveals that for brand lovers brand wrongdoings produce more brand hate than employee wrongdoings. Overall, while consumers assess transgressions distinctively, functional and brand initiated wrongdoings need to be avoided at any cost.

通过三个基于情景的实验，在情感关系模型的理论视角下，本研究探讨了品牌激情与品牌越轨类型（研究 1 和 2）、感知背叛严重程度（研究 2 和 3）和背叛来源（研究 3）之间的相互作用，这些因素影响着重要但尚未得到充分研究的 "由爱生恨 "现象。研究 1 揭示了激情作为背叛后情绪反应的指标，并证明了错误行为类型对昔日品牌爱好者产生的仇恨类型的影响。研究 2 发现感知到的背叛在品牌爱好者的品牌关系转变中非常重要，支持了错误行为类型影响仇恨类型的产生，功能性错误行为比道德性或象征性错误行为产生更严重的仇恨形式。研究 3 显示，对品牌爱好者来说，品牌错误行为比员工错误行为产生更多的品牌仇恨。总之，虽然消费者对过失的评价各不相同，但必须不惜一切代价避免功能性过失和由品牌引发的过失。

引用次数: 0

Content dissimilarity and online review helpfulness: Contextual insights 内容差异与在线评论的有用性：情境洞察

IF 10.5 1区管理学 Q1 BUSINESS

Journal of Business Research

Pub Date : 2024-11-17 DOI: 10.1016/j.jbusres.2024.115068

Shan Wang , Shubhashis Karmakar , Fang Wang , Yanli Pei

As consumers navigate through online product reviews, they read and assess individual reviews within a broader context of product information, including product descriptions and preceding reviews. This research incorporates this information context to better understand online review helpfulness. Specifically, it studies the influence of content dissimilarity in online reviews, including topic and lexical dissimilarities compared to product descriptions and preceding reviews, respectively, on their perceived helpfulness to potential customers. An empirical analysis of approximately 1.6 million Amazon reviews reveals that readers prefer online product reviews that align with topics but differ in lexicon from product descriptions and preceding reviews. Moreover, the topic and lexical dissimilarities interact in affecting review helpfulness, and the impact of content dissimilarity varies across reviews for products of differing price levels. This research underscores the significance of assessing information utility within its contextual framework and highlights the importance of evaluating content at both the topical and lexical levels. It offers fresh insights for both scholars and practitioners in understanding and curating beneficial online information.

当消费者浏览在线产品评论时，他们会在更广泛的产品信息背景下阅读和评估单个评论，包括产品描述和之前的评论。本研究结合了这一信息背景，以更好地理解在线评论的帮助性。具体来说，它研究了在线评论内容差异（包括与产品描述和之前评论相比的主题和词汇差异）对潜在客户感知到的评论有用性的影响。对大约 160 万条亚马逊评论的实证分析表明，读者更喜欢与主题一致但与产品描述和之前评论的词性不同的在线产品评论。此外，主题和词汇的不同会相互作用，影响评论的有用性，而内容的不同对不同价位产品评论的影响也不尽相同。这项研究强调了在语境框架内评估信息效用的重要性，并突出了在主题和词汇两个层面评估内容的重要性。它为学者和从业人员理解和策划有益的在线信息提供了新的见解。

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引用次数: 0

Preventing algorithm aversion: People are willing to use algorithms with a learning label 防止算法厌恶：人们愿意使用带有学习标签的算法

IF 10.5 1区管理学 Q1 BUSINESS

Journal of Business Research

Pub Date : 2024-11-15 DOI: 10.1016/j.jbusres.2024.115032

Alvaro Chacon , Edgar E. Kausel , Tomas Reyes , Stefan Trautmann

As algorithms often outperform humans in prediction, algorithm aversion is economically harmful. To enhance algorithm utilization, we suggest emphasizing their learning capabilities, i.e., their increasing predictive precision over time, through the explicit addition of a “learning” label. We conducted five incentivized studies in which 1,167 participants may prefer algorithms or take up algorithmic advice in a financial or healthcare related task. Our results suggest that people use algorithms with a learning label to a greater extent than algorithms without such a label. As the accuracy of advice improves beyond a threshold, the use of algorithms with a learning label increases more than algorithms without a label. Thus, we show that a salient learning attribute can positively affect algorithm use in both the financial and health domain.

由于算法在预测方面往往优于人类，因此算法厌恶在经济上是有害的。为了提高算法的利用率，我们建议通过明确添加 "学习 "标签来强调算法的学习能力，即随着时间的推移其预测精度会不断提高。我们进行了五项激励研究，其中有 1,167 名参与者可能偏好算法，或在金融或医疗保健相关任务中接受算法建议。我们的研究结果表明，与没有学习标签的算法相比，人们使用带有学习标签的算法的程度更高。当建议的准确性提高到一定程度后，带有学习标签的算法比不带有学习标签的算法的使用率更高。因此，我们表明，在金融和健康领域，突出的学习属性会对算法的使用产生积极影响。

引用次数: 0

Agility in marketing teams: An analysis of factors influencing the entry decision into a trendy social network 营销团队的灵活性：影响进入时尚社交网络决策的因素分析

IF 10.5 1区管理学 Q1 BUSINESS

Journal of Business Research

Pub Date : 2024-11-14 DOI: 10.1016/j.jbusres.2024.115054

Itziar Oltra, Carmen Camarero, Rebeca San José

Given the rise of new social networks, companies must decide whether to incorporate each new network into their social media marketing strategy. This research analyses the factors that influence a brand’s entry into a trendy social network, integrating two traditional paradigms of innovation adoption –the TOE and the UTAUT– with the concept of marketing agility, to incorporate the strategic perspective of marketing departments. We conduct a mixed methods approach, through a focus group with managers and a quantitative analysis based on a questionnaire with a sample of 161 managers, complemented with a fsQCA to identify specific configurations of factors that determine that entry. The study validates marketing agility’s relevance, emphasising the importance of market monitoring beyond speed. Three company characterizations are proposed, including differences in expectations, effort perceptions, and competitors influence. We offer an explanatory model of the adoption conditions of technological innovations undertaken by marketing departments, applicable to future innovations in communication tools.

鉴于新社交网络的兴起，企业必须决定是否将每个新网络纳入其社交媒体营销战略。本研究分析了影响品牌进入时髦社交网络的因素，将两种传统的创新采用范式--TOE 和 UTAUT--与营销敏捷性概念相结合，纳入营销部门的战略视角。我们采用了一种混合方法，通过与管理人员进行焦点小组讨论，以及对 161 名管理人员进行抽样问卷调查来进行定量分析，并辅以 FsQCA 来确定决定创新进入的具体因素配置。研究验证了营销灵活性的相关性，强调了市场监测的重要性，而不仅仅是速度。我们提出了三种公司特征，包括期望差异、努力感知和竞争对手影响。我们为市场营销部门采用技术创新的条件提供了一个解释模型，适用于未来的通信工具创新。

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引用次数: 0

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