With savings rates at record lows and inadequate long-term financial planning for retirement, financial well-being has become an important topic for individuals and households as well as for ...societies and countries. Research on the topic, however, remains scarce and scattered across disciplines. The present paper aims to consolidate and extend knowledge on financial well-being and makes a three-fold contribution to the discussion. First, we propose a new definition based on a perceptual perspective of financial well-being and link it to an individual's current and anticipated desired living standard and financial freedom. We then develop a framework that distinguishes key elements of financial well-being; namely, interventions and financial behaviors, consequences, contextual factors, and personal factors. We then present a research agenda to guide future research on financial well-being. This work is designed to inspire researchers to continue expanding the knowledge so that financial institutions can take measures to increase financial well-being.
•Research on financial well-being is still at an early stage.•We provide a new definition of financial well-being.•We develop a comprehensive framework of financial well-being.•We present a research agenda related to financial well-being.
This paper proposes that firms can use a transaction cost approach to make multiple channel system design related decisions. The author differentiates between two types of multiple channel systems ...and hypothesizes that transaction asset specificity, behavioral uncertainty and environmental uncertainty lead manufacturers to adopt either a dual channel system or a multiple independent channel system. Furthermore, the author proposes that when all three transaction cost variables match with the type of multiple channel system used, firms can minimize their transaction costs and eventually increase their channel system performance in terms of contribution to firm profitability. The author tests the hypotheses with survey data collected from 229 firms. The results support that the fit between the type of multiple channel mix and the three transaction-cost theory variables results in lower transaction costs and higher contribution to profit. The author presents theoretical and managerial implications.
► I examine how firms can design their multiple distribution channels systems. ► I propose two types of multiple channel systems that minimize transaction costs. ► Matching multiple channel system type with transaction cost variables increases its performance.
Transformative service initiatives (TSIs) refer to activities by organizations (public, private, nonprofit) or volunteers to serve people experiencing vulnerabilities, including long-term challenges ...(e.g., refugees, homeless people, undocumented immigrants, ex-convicts) and try to improve their well-being. To advance the concept of TSI, this study proposes a 3A (Awareness, Alignment, Access) Integration Process Framework that can facilitate empirical tests of whether participation in TSIs affects people’s access to critical services. The empirical evidence affirms a positive influence of TSI participation on two TSR outcomes (application and access to higher education), according to data from a longitudinal study of 2,068 refugees (Study 1) that relies on propensity score matching and regression analysis. Study 2 uses qualitative data from six focus groups and identifies 16 barriers to successful refugee integration; it also identifies four individual strategies to overcoming those integration barriers. From academic and public policy perspectives, the findings demonstrate that efforts to plan and implement TSIs should follow a stepwise process to achieve the intended transformative outcomes. These findings can help academic, public policy, and civil society actors design and implement TSIs in various contexts to benefit people experiencing vulnerability.
PurposeThe ongoing pandemic caused by the coronavirus disease 2019 (COVID-19) virus has severely influenced lives and livelihoods. As service organizations either face hibernation or continuity of ...their business operations, the impact of social distancing measures raises major concerns for the well-being of service employees. In this paper, the authors develop a conceptual framework to examine how different social distancing practices impact an organization's service continuity or service hibernation, which in turn affects different dimensions of their employee subjective well-being during the COVID-19 pandemic.Design/methodology/approachThe authors draw on macroeconomic data and industrial reports, linking them to theoretical concepts to develop a conceptual framework and a research agenda to serve as a starting point to fully understand the impact of this pandemic on employee well-being.FindingsThis article develops an overarching framework and research agenda to investigate the impact of social distancing practices on employee well-being.Originality/valueThe authors propose two opposing business concepts – service continuity and service hibernation – as possible responses to social distancing measures. By bridging different theoretical domains, the authors suggeste that there is a need to holistically examine macro-, meso- and micro-level factors to fully understand the impact of social distancing–related measures on employee well-being.
The global refugee crisis is a complex humanitarian problem. Service researchers can assist in solving this crisis because refugees are immersed in complex human service systems. Drawing on ...marketing, sociology, transformative service, and consumer research literature, this study develops a Transformative Refugee Service Experience Framework to enable researchers, service actors, and public policy makers to navigate the challenges faced throughout a refugee’s service journey. The primary dimensions of this framework encompass the spectrum from hostile to hospitable refugee service systems and the resulting suffering or well-being in refugees’ experiences. The authors conceptualize this at three refugee service journey phases (entry, transition, and exit) and at three refugee service system levels (macro, meso, and micro) of analysis. The framework is supported by brief examples from a range of service-related refugee contexts as well as a Web Appendix with additional cases. Moreover, the authors derive a comprehensive research agenda from the framework, with detailed research questions for public policy and (service) marketing researchers. Managerial directions are provided to increase awareness of refugee service problems; stimulate productive interactions; and improve collaboration among public and nonprofit organizations, private service providers, and refugees. Finally, this work provides a vision for creating hospitable refugee service systems.
Purpose
Service providers can potentially play a critical role in responding to the global refugee crisis. However, recent evidence suggests that local service employees’ negative and inappropriate ...behavior is hindering efforts to alleviate the problems faced by refugees. As a response to the call to action to engage with the global refugee crisis in service context and adopting the transformative service research perspective, this paper aims to understand service employees’ motivations to engage in sabotage when they interact with refugees in service settings.
Design/methodology/approach
This paper focuses on the case of Syrian refugees in Turkey as a context. Using a netnographic study, this study analyzes comments by Turkish service employees in different social media groups and newspapers’ online platforms to reveal the motivations of those employees to engage in sabotage behavior.
Findings
The findings of this study revealed employees use five emerging themes as potential motivations to justify their sabotage behavior when serving refugees: perceived scarcity of resources, perceived fairness, perceived identity mismatch, perceived role of government and perceived role of other nations.
Research limitations/implications
The findings of this study have implications for service organizations, communities and governments to manage, change and even remove some of those perceptions that lead to employee sabotage resulting in increased suffering of refugees.
Originality/value
To the best of the author’s knowledge, this is the first study to examine the employee sabotage behavior in the context of serving refugees.
Abstract
This research examines factors that influence consumer perceptions of value created by a multichannel system of service delivery. The literature suggests that multichannel integration ...quality allows firms to benefit from the effect of synergy and complementarity between channels. We investigate the perceived value of multichannel service delivery in the context of retail banking services, where such multichannel systems are omnipresent. We propose and test a model in which multichannel integration quality is an important value driver, such that higher multichannel integration quality leads to greater value perceptions of not only the multichannel system, but also the overall value of the bank as perceived by the customer. Importantly, the complexity of the multichannel system of service delivery, as perceived by customers, moderates the direct effect of channel integration quality on perceived value of the multichannel system, so that in highly complex multichannel systems, channel integration quality will have a stronger effect on the perceived value to customer. Our findings also shed light on the specific factors that contribute to consumer value perceptions of multichannel retail banking services, which has important implications to managers and researchers.
Purpose
– The purpose of this paper is to study factors affecting consumers’ liking and commenting behavior on Facebook brand pages, and to analyze the mediating role of mode of interaction on ...relationships between personality traits and liking/commenting behavior.
Design/methodology/approach
– Data were collected using an online national survey from 269 respondents, ages between 18 and 32. The hypotheses were tested using structural equation modeling.
Findings
– Results support nine of ten hypotheses with significant relationships between analyzed constructs. It was found that two different modes of interaction acted as mediators between three personality traits and liking/commenting behavior on Facebook.
Research limitations/implications
– This study only included liking and commenting behavior on Facebook. Future studies could extend the conceptual model by including sharing behavior and other personality traits that were not included in this conceptual model.
Practical implications
– The findings have several implications for brand managers with respect to their social media strategies and give them guidance in achieving better customer engagement on Facebook. This research is an important step in understanding the factors affecting consumers’ Facebook behavior and useful for practitioners intending to use Facebook as part of their marketing strategy.
Originality/value
– The study provides a comprehensive framework to understand consumer engagement on Facebook by including specific types of Facebook behavior, three personality traits and two modes of interaction that consumers have in social media.
This conceptual paper aspires to provide a theoretically sound understanding of the value creation process of a specific value network (i.e., firm–employee context). Drawing on service-logic and ...resource-based frameworks, a classification of four diverse resource types in an organizational context is introduced (i.e., core, augmented, add-on, peripheral resources), based on their exchangeability and their contribution to employees’ value creation and co-creation. This classification enables a better understanding of the nature and the unique features of different firm–employee exchanges in an organizational context, and delineates each type’s distinctive role in employee-based value creation activities. Four propositions derive from this classification; this suggests that not all resource types can be exchanged and that the relative contribution of various firm–employee exchanges to value creation is asymmetrical. A future research agenda is also presented, discussing the potential implications of this classification for contemporary organizations.
•This conceptual paper aspires to provide a theoretically sound understanding of the value creation process in a firm-employee context.•Drawing on service-logic and resource-based frameworks, a classification of four diverse resource types available for exchange in an organizational context is introduced (i.e. core, augmented, add-on, peripheral resources).•This classification enables a better understanding of the nature and the unique features of different resource types in an organizational context and delineates their distinctive role in employee-based value creation.•A future research agenda is presented discussing the potential implications of this classification for contemporary organizations.
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