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Purpose: This paper aims to examine the relationship between the interaction of the social media manager's customer orientation and the service climate perceived by supervisors, on the customer's perception of brand authenticity and, through it, on the willingness to pay a price premium. Design/methodology/approach: This study uses triadic data from 200 social media followers, 20 social media managers and 20 supervisors from a range of industries. Findings: The findings show that the customer orientation of the brand social media managers interacts with their work context to influence social media followers' perceptions of brand authenticity, and ultimately, their willingness to pay a premium price. Finally, product involvement moderates the relationship between brand authenticity and willingness to pay a premium price. Research limitations/implications: This study shows how and when the disposition of brand social media managers affects the attitudes and intentions of the social media followers. Further research should continue this novel line of research and explore in greater depth the impact of social media managers and their environments. Practical implications: Social media managers' values should fit those of their organization. This organization-person fit reflects on social media and improves social media followers' perceptions of brand authenticity and, consequently, their willingness to pay a premium price. Originality/value: Leveraging participation in social media is currently a key issue for firms. However, the internal determinants of successful social media usage have received limited attention from researchers. Therefore, this research contributes to the social media literature by suggesting the need to consider the characteristics of social media managers and their context to promote the outcomes of social media usage, specifically brand authenticity and willingness to pay a premium price. [ABSTRACT FROM AUTHOR]

Purpose The purpose of this paper is to explore whether employee’s perceived organizational support and organizational identification (OID) have a mediating role in the relationship between supervisor’s servant leadership and employee’s organization member performance.Design/methodology/approach The sample used in this study consists of 181 salespeople and 83 sales managers. The model entails a cross-level mediation process that was tested using dyadic data and multilevel structural equation modeling.Findings Findings show that sales managers’ servant leadership is directly and positively related to salespeople’s organization member performance. In addition, sales managers’ servant leadership is indirectly related to salespeople’s organization member performance through the salespeople’s perceived organizational support – salespeople’s OID chain.Practical implications In order to increase employee’s organizational member performance, employees with a “we” mentality and who feel the need to serve should be selected for and promoted to supervisors. To enhance employees’ perceived organizational support and OID is also important, as these factors will encourage employees to behave in the best interest of the organization.Originality/value This is the first study to provide evidence for the relationship between servant leadership and organization member performance, as well as the mediating roles of employee’s perceived organizational support and OID on this relationship. [ABSTRACT FROM AUTHOR]

Purpose – The purpose of this investigation is to analyze the role of perceived organizational support (POS) and intrinsic motivation in the relationship between high-performance work systems (HPWS) and job satisfaction. Design/methodology/approach – The sample used in this study consists of 180 engineers from 25 companies. The model entails a cross-level moderated mediation process that was tested using multilevel structural equation modeling. Findings – This research shows that the effect of HPWS via POS on job satisfaction is stronger among engineers with low intrinsic motivation than engineers with high intrinsic motivation. Practical implications – Given the findings of this paper, organizations are advised to consider the importance of HPWS perceptions and intrinsic motivation to help strengthen engineer satisfaction. Originality/value – This is the first study to provide evidence for the mediating effect of POS in the relationship between employees’ shared perceptions of the HPWS implemented at their companies and their job satisfaction, and the moderating role of employee intrinsic motivation in the relationship between POS resulting from HPWS and job satisfaction. [ABSTRACT FROM AUTHOR]

Purpose – Although servant leadership (SL) improves the overall effectiveness of individuals and teams, it remains understudied. The aim of this paper is to provide insight into the mediating mechanisms through which perceived SL affects salespersons’ proactive and adaptive behaviors. Design/methodology/approach – Data were gathered from 145 industrial salespeople and their supervisors across a variety of businesses and sectors in Spain. Findings – SL enhances salespeople’s adaptivity and proactivity by positively affecting their self-efficacy and intrinsic motivation. Furthermore, SL directly shapes the development of adaptive behaviors among salespeople, although this direct influence is not significant when considering proactivity. Additionally, the use of outcome-based control mechanisms enhances the positive effects of SL on salespeople’s intrinsic motivation. Practical implications – The results demonstrate that sales managers can promote more proactive and adaptive behaviors among sales staff by recognizing the importance of service and their moral responsibilities to the success of their subordinates. Originality/value – Cognitive evaluation theory was used to examine the direct and indirect effects of perceived SL on two emergent change-oriented behaviors (adaptivity and proactivity) using a matched sample of industrial salespeople from a variety of industries, thus providing a basis for the generalization of results. Moreover, in analyzing the moderating effects of outcome control, the conditions under which SL is more or less effective were examined. [ABSTRACT FROM AUTHOR]

Purpose -- This paper aims to determine whether intentionality attributions have an effect on the customer's complaint and switching behavior after a service failure, after accounting for the effects of the traditional dimensions of attribution (stability and controllability), and to examine whether intentionality attributions give rise to humiliation and to what degree this negative emotion enables us to understand the customer's complaint and switching behavior after a service failure. Design/methodology/approach -- A contribution of this investigation is that it studies real complaint and switching behaviors, as the few studies that focus on understanding customers' complaint and defection behaviors mostly analyze customers' intentions. Findings -- The results of the study indicate that intentionality attributions have an effect on the customer's switching behavior after a service failure, in addition to the impact of the traditional dimensions of attribution. The findings also show that humiliation is the emotion that mediates the relationship between intentionality attributions and switching behavior, opposite to other emotions that may also be related to attributions. Finally, the results also support that the effect of attribution of intentionality on complaint behavior is indirect; it only exists because attribution of intentionality influences negative emotions like humiliation, which in turn influences complaint behavior. Practical implications -- To understand what makes customers complain after a service failure or switch service providers without giving them first the possibility of recovering the failure may help managers reduce the damage caused by the failure and increase the company's profits. Originality/value -- This study will try to contribute to the service failure research by analyzing the role of two variables that have not been analyzed before in this context: intentionality attribution and humiliation. [ABSTRACT FROM AUTHOR]

Purpose – This paper seeks to report the results of a study examining the effects of manufacturer-distributor relationships' governance structures (market governance, third-party enforcement of agreements and self-enforcing governance modes) on the distributor's willingness to collaborate with the manufacturer. Design/methodology/approach – To test the hypotheses, survey data were gathered from 224 wholesalers from the food and beverage industry in Spain. Manufacturer-distributor collaboration refers to the possibility of sharing strategic information and encouraging creativity. Regression analyses illustrate the differences in the distributor's willingness to collaborate with the manufacturer under different governance scenarios. Findings – The study illustrates that the greater the skill of the manufacturers and distributors in developing self-enforcing governance modes (e.g. bilateral formal safeguards and bilateral informal safeguards) that complement third-party enforcement of agreements (e.g. legal contracts), the greater the willingness of both to share strategic information and creativity will be. Furthermore, this investigation delineates the moderating effect of opportunism on the relationship between governance and the distributor's willingness to collaborate with the manufacturer. Finally, the results show that the distributor's willingness to share strategic information has an inverted-U relationship with creativity and innovation development in manufacturer-distributor relationships. Practical implications – The study's findings allow firms to concentrate their efforts on the most relevant governance structures that minimize transaction costs and provide incentives to develop collaborative manufacturer-distributor relationships and create value for the customer. Originality/value – The research acknowledges the multidimensional nature of collaboration and goes deeper into the need to share strategic information (external and internal strategic information) and the factors that compose the generation of creative ideas in the manufacturer-distributor relationship (knowledge-sharing routines, learning orientation, open-mindedness and management support). Additionally, although research on collaborative distribution channel practices has advanced over the past decades, the importance of governance structures to the development of collaborative practices has not been firmly established. The paper addresses this void in the literature by reporting the results of an empirical study examining manufacturer-distributor collaborations within the food and beverage industry in Spain. [ABSTRACT FROM AUTHOR]

Purpose - Due to the importance of understanding what circumstances make customer recovery programmes successful, this paper aims to study the effects of different cognitive evaluations (disconfirmation of expectations and perceived justice) and affective responses (positive and negative emotions) on satisfaction with plaint handling. Design/methodology/approach - The sample used in this study consists of 679 subjects who, over the last six months, had experienced service failures and had afterwards explained. The data were collected via personal interviews using a structured survey. Findings - The results of the study support the model and highlight the importance of the emotions experienced as a result of the plaint handling. Although these emotions have been underrepresented in the service recovery literature, our investigation shows that these emotions not only have an independent effect on customer satisfaction, after accounting for the effects of the cognitive evaluations of plaint handling, but also play a mediating role in the relationship between these cognitive variables and satisfaction. Research limitations/implications - This study examines only one service context; consequently, caution is needed when generalizing the results. Practical implications - Given the findings in this paper, identifying customers' emotions can enable service organizations to know their perceptions of the recovery and, hence, adapt service recovery strategies adequately. Originality/value - This study incorporates the disconfirmation of expectations paradigm and the dimension of informational justice into the existing models of cognitive and affective antecedents of satisfaction with plaint handling. Furthermore, this study is based on the analysis of real service failures and recovery strategies. [ABSTRACT FROM AUTHOR]

Purpose - Preferential treatment of selected customers is one of the strategies employed by companies seeking to implement relationship marketing. However, it remains unclear whether or not this policy negatively affects relationships with customers not receiving the above-mentioned preferential treatment, as existing literature focuses, for the most part, on the beneficiaries. The purpose of this paper is to study whether or not the perception of lack of preferential treatment has a positive impact on dissatisfaction following a service failure, after accounting for the effects of attribution. Design/methodology/approach - The sample used in this paper consists of 344 subjects who, over the last six months, have experienced service failures. The data are collected via personal interviews using a structured survey. Structural equation modelling is employed in order to test the relationship between lack of preferential treatment and dissatisfaction. Findings - The results of this investigation indicate that lack of preferential treatment has an additional explanatory power with regard to customer dissatisfaction, after considering the effects of attributions, and that negative emotions have a mediation effect on the relationship between these cognitive antecedents and the aforementioned dissatisfaction. Research limitations/implications - This paper examines only one service context; as a consequence, caution is needed when generalizing the results. Practical implications - Given the findings of this paper, managers are advised to consider the "merits" of preferential treatment to help strengthen customer relationships. Originality/value - This paper provides an initial step towards understanding the impact of systematic and deliberate use of preferential treatment as a relationship marketing strategy from a non-beneficiaries perspective. [ABSTRACT FROM AUTHOR]