Conceptualizing how customers construe online negative word‐of‐mouth (nWOM) following failure experiences remains unsettled, leaving providers with inconclusive recovery strategy programmes. This ...empirical study recognizes online nWOM as a co‐created encounter between the complainant (i.e., the initiator of the online nWOM) and the recipient (i.e., the consumer who engages with the online nWOM), examining their idiosyncrasies to discern their understanding of the experience. It introduces frustration–aggression theory to online WOM literature, recognizing that it can support a higher‐order understanding of phenomena. Through phenomenological hermeneutics, interviews and focus groups, data were collected from millennials in Albania and Kosovo that provided accounts of nuanced and distinctive online nWOM realities. The emerged insights extended extant theory to a three‐fold online nWOM typology (i.e., lenient online nWOM, moderate online nWOM and severe online nWOM) recognizing the negative impact customers have on a provider, which is controlled by frustration–aggression tags. Frustration–aggression variations across online nWOM led to the construct of three types of customers that engage in online nWOM, namely tolerable online nWOM customers, rigorous online nWOM customers and confrontational online nWOM customers. Findings culminated with satisfactory recovery strategies aligned to customer inferences regardless of the nWOM context.
As economies become more knowledge intensive it has become evident to most organizations that knowledge is a valuable resource. This is particularly true in academic organizations, which have the ...generation and dissemination of knowledge as their principal mission. This research assesses whether path-dependency exists in relation to cultural expectations of knowledge generation and sharing in knowledge intensive organizations. This paper adopts a constructivist approach facilitated by focus group discussions which were conducted in two UK universities, one Russell group university and the other a post-1992. Institutional culture and path dependency play a major role in the willingness of institutions to generate and share knowledge. Each institution exemplified a distinct path-dependency that underpinned cultural expectations but in each case internal and external factors were necessitating changes regarding knowledge sharing and generation which affected individual perspectives and organizational structures. The paper concludes by purporting that certain universities display critical junctures and cultural transformation in terms of knowledge generation, dissemination and sharing.
Isolated methylmalonic acidemia/aciduria (MMA) is a devastating metabolic disorder with poor outcomes despite current medical treatments. Like other mitochondrial enzymopathies, enzyme replacement ...therapy (ERT) is not available, and although promising, AAV gene therapy can be limited by pre-existing immunity and has been associated with genotoxicity in mice. To develop a new class of therapy for MMA, we generated a 5-methoxyU-modified codon-optimized mRNA encoding human methylmalonyl-CoA mutase (hMUT), the enzyme most frequently mutated in MMA, and encapsulated it into biodegradable lipid nanoparticles (LNPs). Intravenous (i.v.) administration of hMUT mRNA in two different mouse models of MMA resulted in a 75%–85% reduction in plasma methylmalonic acid and was associated with increased hMUT protein expression and activity in liver. Repeat dosing of hMUT mRNA reduced circulating metabolites and dramatically improved survival and weight gain. Additionally, repeat i.v. dosing did not increase markers of liver toxicity or inflammation in heterozygote MMA mice.
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•Systemically delivered LNP-encapsulated mRNA results in hepatic protein expression•hMUT mRNA expresses functional mitochondrial MUT enzyme•Two MMA mouse models show a metabolic and clinical response after mRNA therapy•Single and repeat doses are efficacious in mouse models
An et al. find that systemically delivered LNP-encapsulated mRNA results in hepatic protein expression. hMUT mRNA expresses functional mitochondrial MUT enzyme, and MMA mouse models show a metabolic and clinical response after mRNA therapy.
Technological innovations are important sources of competitive advantage when there is a balanced rate of adoption that helps organisations maintain or improve performance levels. This paper ...synthesises and builds on efforts to conceptualise the adoption and implementation of technologically induced customer services in developing countries. Its point of departure is recent advances in computer-mediated marketing environments (CMMEs). It assesses relationships between customer services and evolving technologies in the provision of services in the banking sector. Using phenomenological hermeneutics and a case study approach, we iteratively engaged with data that emerged to identify core values and community-based values. These facets were further developed into seven main issues (core values: quality, education and reach, and community-based values: efficiency, usability, control and security). The paper offers practical steps by which companies and institutions may counter these issues and the theoretical implications for wider considerations are discussed.
The intensification of the financial and economic crisis in Europe has added a new impetus to the debate over the possibilities for securing supranational fiscal integration within the Economic and ...Monetary Union (EMU). Since the literature on the European Union's response to the crisis is dominated by the study of intergovernmental politics, this article considers the previously neglected role of the Commission. A framing analysis of the Commission's crisis discourse is operationalised here, which is supplemented by interviews with senior officials located in the Directorate General for Economic and Financial Affairs (DG ECFIN) during key phases of the crisis. It is found that a supranational reform agenda was never internalised by the Commission. Instead, the Commission acted strategically by framing the crisis around intergovernmental fiscal discipline. These findings suggest that, in line with the 'new intergovernmentalist' thesis, supranational institutions themselves may not be as 'hard-wired' towards supranationalism as is often assumed.
This paper presents a Decision Support System (DSS) for maintenance cost optimisation at an Offshore Wind Farm (OWF). The DSS is designed for use by multiple stakeholders in the OWF sector with the ...overall goal of informing maintenance strategy and hence reducing overall lifecycle maintenance costs at the OWF. Two optimisation models underpin the DSS. The first is a deterministic model that is intended for use by stakeholders with access to accurate failure rate data. The second is a stochastic model that is intended for use by stakeholders who have less certainty about failure rates. Solutions of both models are presented using a UK OWF that is in construction as an example. Conclusions as to the value of failure rate data are drawn by comparing the results of the two models. Sensitivity analysis is undertaken with respect to the turbine failure rate frequency and number of turbines at the site, with near linear trends observed for both factors. Finally, overall conclusions are drawn in the context of maintenance planning in the OWF sector.
•A Decision Support System is designed for multiple offshore wind stakeholders.•A deterministic model is intended for users with access to accurate failure rate.•A stochastic model is intended for users who have less certainty about failure.•Maintenance resources are identified to meet the requirement of workload.
•Technology introduction on ships is driven by economic rationality.•The implementation is rushed without adequate planning.•User training is haphazard and user feedback is not sought and concerns ...not addressed.•Automation technology makes some operations more efficient but also creates additional and unnecessary workload.
This paper examines technology introduction on ships guided by three questions: (1) what drives technology introduction; (2) how seafarers are involved in the process; (3) what the consequences are in shipping. The data were collected through semi-structured interviews with ship managers and senior seafarer officers as well as a questionnaire study with seafarer officers. They reveal a discrepancy between the regulatory intention of technology introduction and the actual implementation process on ships. While the former is spurred by safety concerns, the latter is driven by economic rationality. This discrepancy makes technology a double edged sword in shipping. On the one hand, it plays an important role in improving safety, and on the other, it brings about work intensification and increased surveillance at workplace.
Brand loyalty literature has mainly focused on how brands perform under normal market conditions. As the business environment grows more complex, globalised, and innovative, market disruptions become ...more prevalent. Taking a cognition‐based approach, this paper proposes that customers identify with brands to satisfy self‐definitional needs. A social constructivist perspective, using an inductive and case study strategy, was used. Data generation was based on purposeful sampling, and participants were chosen on the basis of their “lived” experience with the use of smartphones. Four major themes were identified in the purchase of smartphones: identity, satisfaction, brand loyalty, and brand switching. Participants' views suggested that this provides them with a sense of purpose and meaning, defining who they are and why they behave in specified ways in society, which increases their self‐esteem. Brand switching occurs when customers are motivated to review available alternatives in the marketplace due to a change in competitive activities. Socially, switching occurs when a customer's belief in a brand is externally influenced within the social setting. When the boundary between the “in‐group” and the “out‐group” is impermeable and changing, group membership is not realistic; social mobility is not a viable strategy to cope with identity threats.
The focus of this paper is on levels of service failure and recovery strategies in relation to UK online fashion retailers. In a changing social, political and economic environment the use of ...information technology has permeated all forms of organisations: from private to public, local to global, old and new. Parallel with this development, companies have developed and experimented with new means of interacting with customers, and have devised and applied a variety of marketing strategies. The deployment of the internet, along with its subsets, has created a number of new opportunities, as well as a range of uncertainties and burdens, particularly on consumer perceptions of service quality, service failure and recovery. This paper contributes to extant knowledge and offers an understanding of behavioural-related issues, e.g. understanding consumer behaviour in the development of innovative business models in the industry.
Purpose
Higher education (HE) institutions create, disseminate, share and exchange knowledge through relationships among people, processes and technologies. Knowledge sharing (KS) in academia enables ...people within the institute to develop practices which allow them to collect and share what they know. This often leads to actions that improve services and outcomes. Despite the opportunities, this sharing is not without implications as it exposes the knowledge sharer and recipient to a number of vulnerabilities and risks, which hinders the knowledge-sharing process. The paper aims to discuss these issues.
Design/methodology/approach
This paper adopted a constructivist approach, which utilised focus group discussions within three UK universities. These were identified to improve the usefulness and effectiveness of the knowledge-sharing process.
Findings
The paper concluded by purporting that by developing an understanding of the risks and opportunities of sharing HE, institutions will continue to grow, regenerate and develop knowledge. The results highlighted the plethora of risks and opportunities resulting from KS. These were further grouped into the political, social and organisational culture.
Originality/value
This paper addresses the gap of risks perceptions of KS in HE institutions.
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