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Author(s): Hyowon Hyun [sup.1] , Kyungwon Kyung Lee [sup.2] , June-Ho Chung [sup.3] , Jungkun Park [sup.4] Author Affiliations: (1) grid.15444.30, 0000 0004 0470 5454, School of Business, Yonsei University, [...], The purpose of this study is to examine the effect of frontline luxury service providers' emotional labor induced burnout on their retaliatory behaviors in two contexts: within the organizational context (frontline luxury service providers' work domain) and outside of the organizational context (frontline luxury service providers' personal domain: when they become luxury service recipients). The moderating effects of extrinsic motivations (organizational rewards and social rewards) on the relationship between emotional labor and burnout is also explored. A total of 283 frontline luxury service providers participated in the survey. Structural equation modeling was employed to test the theoretical model. The results show that frontline luxury service providers' burnout is positively related to retaliatory behaviors, both as providers and recipients of luxury services. Moreover, this study finds that only surface acting, not deep acting, is positively related to burnout in the context of luxury services. When it comes to moderation effect, only extrinsic motivation for organizational rewards is found to have a moderating effect on the relationship between deep acting and burnout. This study contributes to the literature by extending the scope of the domain of workplace burnout, from within organizational context to outside of the organizational context, based on the horizontal negative spillover effects. In this study, the authors make the first attempt to explore a new context of the luxury providers' personal domain (when frontline luxury service providers become service recipients) in response to their workplace burnout.

Author(s): Dongyoup Kim [sup.1] , Jungkun Park [sup.1] Author Affiliations: (1) grid.49606.3d, 0000 0001 1364 9317, School of Business, Hanyang University, , 222 Wangshimni-ro, Seongdong-gu, Seoul, South Korea Introduction > [...], Previous literature on organizational citizenship behavior (OCB) has emphasized that service employees' emotional intelligence (EI) is an essential antecedent to perform OCB. However, the malleability of EI is not always guaranteed, so it is necessary for the success of the organization to make the employee who lacks the EI perform OCB. In this regard, this study aims to discover other competencies that complement EI by reflecting the organic nature of individuals and organizations. This study collected data from 310 hair salon employees working at 20 different locations of the same franchise. The data were analyzed through a method of hierarchical multiple regression and bootstrapping. The results of the present study reassured that service employees' EI is positively related to their OCB, which is consistent with previous literature. More importantly, this study showed that managers' EI and service employees' perseverance increase employee's OCB, especially for the employee low in EI compared to those high in EI. The results also showed that the effects of service employees' EI and perseverance on OCB are mediated by deep acting strategy among emotional labor acting strategies. This paper initially found that service employees low in EI can perform beneficial extra-role behaviors with supervisors' or own support. Additionally, the present research examines the interplay of emotional ability, personality trait, the emotional labor acting strategies, and OCB in an integrated framework.

As the growth of autonomous transportation services and customer acceptance has become increasingly important in the autonomous transportation industry, many studies have been conducted based on diverse theories of technology adoption. This study explores the relationships among the three sub-dimensions of perceived value, attitudes, and behavioral intention concerning autonomous public transportation services (APTS), based on the value-attitude-behavior framework. It examines the moderating effects of the need for interaction and traffic risk perception on the multi-dimensional aspects of perceived value, attitude, and behavioral intention. Data were collected from 270 valid responses in the US, considering the size and growth of APTS. Functional, emotional, and social values positively influenced attitudes toward APTS. Multi-group analysis indicated the moderating role of the need for interaction and traffic risk perception, particularly concerning functional value. This study makes a unique contribution by investigating how multi-dimension of customer perceived value is related to the autonomous transportation industry. [ABSTRACT FROM AUTHOR]

Digitization has significantly impacted the purchasing behavior of luxury consumers. Now, luxury brands are trying to maximize consumers' experiential value through 'phygital' marketing. Considering this trend, it is crucial to analyze how luxury brand websites are structured and perceived by consumers. Accordingly, this study investigates how the attributes of luxury brands' websites build customer-based brand equity (CBBE), satisfaction, and repurchase intention. To examine the relationship, an online survey was conducted with 422 consumers in the United States who had previously visited luxury brand official websites and had previous online shopping experiences. The results show that emotional appeal, web design, and customer service have a positive effect on CBBE, which positively influences satisfaction and repurchase intention. For luxury brands, it is important to not only increase sales but also to improve brand equity. In this context, this research verifies the effect of the website attributes of luxury brands on CBBE. [ABSTRACT FROM AUTHOR]

Environment, social, and governance (ESG) marketing activities are becoming increasingly crucial for business growth. This study surveys 322 participants in the US to determine the effects of consumer beliefs and attitudes toward travel agencies' ESG activities on consumer behavioral intentions. The moderating effects of tourism innovativeness and tourists' enjoyment are explored. The results reveal that environmental beliefs have a positive influence on attitudes toward ESG. Conversely, social and governance beliefs exhibit a positive impact solely on attitudes toward ESG advertisements, within the context of attitudes toward ESG in general. A positive attitude toward ESG advertising and branding activities influences the intention to repurchase. This study confirms that a positive attitude toward ESG branding activities has a positive effect on word of mouth. Tourist innovativeness plays a moderating role in the relationship between attitudes toward ESG advertising and word of mouth (WOM). [ABSTRACT FROM AUTHOR]

The popularity of sensory marketing has piqued the interest of luxury service providers in designing service environments to stimulate the senses of customers seeking a unique luxury experience. Providing high‐quality hotel products allows an opportunity to gain a competitive advantage through brand differentiation. This study explores the link between the multisensory marketing of bath amenities (stimulus), perceived value (organism), and behavioral intention (response) based on the stimulus–organism–response framework. The data were collected from luxury hotel customers in the United States. Structural equation modeling was used to test the proposed relationships. The results show that customers with a high level of sensory experience tend to perceive high hedonic, quality, and prestige values. Further, perceived value affected customers' behavioral intentions (i.e., purchase and revisit intentions) through satisfaction. These findings offer useful guidelines for service providers on how they can achieve sustainable growth by differentiating brands using sensory attributes. [ABSTRACT FROM AUTHOR]

Purpose: This study aims to investigate determinants such as performance expectancy (PE), health beliefs (HB), technological compatibility, trust and social influence (SI) of customers' efforts to cope with problems associated with using wearable health technology, thereby determining their use intention of such products. The moderating effect of the demographic variables is also investigated. Design/methodology/approach: An online survey was used to collect panel data from 285 respondents in China. Structural equation modeling was used to test the hypotheses, and interaction moderation was applied to test the moderating effect of the demographic variables. Findings: The results show that HB, technological compatibility, trust and SI significantly impact coping efforts associated with usage, which significantly influences intention to use. Only income significantly moderated the effect of coping efforts on the intention to use. Originality/value: This is the first study combining coping theory and UTAUT to develop a model of drivers that encourages customers to overcome the constraints of using wearable technologies. [ABSTRACT FROM AUTHOR]