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PurposeThe purpose of this paper is to apply cultivation theory to social network sites by investigating how Facebook uses cultivates users' ethnic diversity perceptions and attitudes.Design/methodology/approachThe authors’ investigations include an online and offline survey study with 476 Facebook users and a follow-up experiment with 75 individuals.FindingsThe authors provide empirical support that Facebook use cultivates ethnic diversity perceptions and ethnic diversity-related attitudes. They show that Facebook use relates to perceptions of ethnic minorities that resemble the world on Facebook that is characterized by high ethnic diversity. The authors further demonstrate that the cultivation of ethnic diversity-related attitudes is mediated by diversity perceptions related to users' close social environment.Research limitations/implicationsFuture research should consider culturally and educationally diverse samples as well as longitudinal research designs to address external validity and causality issues.Practical implicationsAlgorithms determining the content users are exposed should be thoughtfully curated to avoid attitudinal and ideological polarization.Social implicationsFacebook can play an important role in positively shaping intergroup relations, thereby countering negative outgroup attitudes, social anxieties and radical right-wing parties.Originality/valueThe authors’ studies extend the scope of cultivation research by identifying a new media vehicle as a source of cultivation influences and shed light on the cultivation-based process of attitude change on social network sites.

While retention of highly qualified employees is vital for professional services firms, prior research has largely neglected the role of customers as a driver of employee satisfaction and retention. Drawing on an experimental study and a dyadic field study, this article shows that client satisfaction is an important determinant of employee satisfaction, which in turn increases employee retention. Thus, for professional services firms, the common logic in relationship marketing that employee satisfaction affects client satisfaction can also be reversed. First, in line with balance theory, an attitudinal transfer occurs from the client to the employee which is stronger when both share the same opinion about their collaboration. Second, in line with Herzberg’s motivational theory, client satisfaction indirectly affects employee satisfaction by affecting the perceived appreciation the employee receives from the customer. These findings have three major managerial implications: First, investments into client satisfaction might pay off double by enhancing revenues and profit on one hand, and enhancing employee satisfaction and retention, on the other hand. Second, positive client feedback has positive effects on employee satisfaction and recognition. Third, these results suggest that marketing and human resource issues are intertwined in professional services firms. Thus, service firms should encourage ample communication and collaboration between these functions.

To maintain a leading edge in the face of ever fiercer competition, effective customer retention management is clearly crucial. People in the automotive division of Daimler-Benz AG are aware of the central significance of this concept, viewing it therefore not merely as a starting point relevant only to the after sales sector but as a concept that must extend to all activities within the company. With reference to brand management, product development and customer service management, the authors illustrate the practical implications of this integrated concept.