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This study aims to explore the formation and consequences of a cross-selling initiative climate, as well as how a service climate, which provides an important boundary condition, affects both its formation and its ultimate impact on service-sales performance. This article identifies two important predictors of a cross-selling initiative climate: frontline employees’ perceptions of supervisors’ bottom-line mentality and their own sense of accountability.

The multilevel data set includes 180 frontline staff and supervisors (team leaders) from 31 teams employed by a spa/beauty salon chain. Hierarchical linear modelling and partial least squares methods serve to analyse the data.

Supervisors’ bottom-line mentality disrupts a cross-selling initiative climate. A sense of accountability exerts a positive impact at both individual and team levels. A service climate at the team level weakens the impact of a sense of accountability on a cross-selling initiative climate. A cross-selling initiative climate has a positive effect on team-level service-sales performance, but this effect is weakened by the service climate.

This study conceptualises an important frontline work unit attribute as a climate. It offers an initial argument that a cross-selling initiative climate is a central factor driving a work unit’s service-sales performance, which can increase firms’ productivity and competitive advantages. With this initial attempt to explore the antecedents and consequences of a cross-selling initiative climate, the study also offers novel insights into the interplay between a service and a cross-selling initiative climate.

This study aims to evaluate the current situation of education for sustainable development, climate change education and environmental education in a nationwide context. Methodologically, this study calls for more research to go beyond case studies and take a similar approach to examine university curricula and facilitate cross-country comparisons.

This paper examines the status of climate and sustainability curricula in Taiwan’s higher education system. Using the course catalog for the 2020–2021 academic year, the authors constructed a unique data set that includes 1,827 courses at 29 major universities in Taiwan. In each institution, the authors search for course titles that include “climate,” “sustainable/sustainability” and “environment/environmental” as keywords and code the courses according to their disciplines.

The finding highlights the variations across institutional types and subject matters. Public universities have an average of 4.94 related courses per 1,000 students, whereas private universities have only 3.13. In general, the relevant courses are more concentrated in the STEM and bioscience fields. The curricula, however, are seriously constrained by the disciplinary structure and foster few transdisciplinary perspectives.

The authors seek to go beyond case studies and offer one of the most comprehensive curricula samples at the national level. Taiwan adds an important data point, as the current literature focuses heavily on the USA and Europe.

For decades, consumer identification and motivation, either alone or jointly, have been essential constructs for behavioral researchers. The resultant output is significant in terms of both quality and quantity. However, at a deeper level, a lack of conceptual clarity in the relationship between these constructs has led to theoretical and practical irregularities, which this study aims to address.

An online questionnaire was distributed to sport consumers aged over 18 participating in an online panel, prompted 293 completed responses. Structural equations modeling was used to examine the data.

Findings show that identification mediates the effects of intrinsic and extrinsic motivation on sport supporters’ loyalty and explain 90% of the variance in that construct. In addition, identification mediates the adverse effects of extrinsic motivation on loyalty and strengthens loyalty when levels of satisfaction decline.

This study extends previous work by providing a theoretical perspective that clarifies the relationship between motivation and consumer identification; deepens theory by empirically observing the relationship at different levels of consumer satisfaction; and presents a parsimonious, valid and reliable method that managers can leverage to strengthen sport supporters’ loyalty.

Social media has become the main venue for users to express their opinions and feelings, generating a vast number of available and valuable data to be scrutinized by researchers and marketers. This paper aims to extend previous studies analyzing social media reviews through text mining and sentiment analysis to provide useful recommendations for management in the restaurant industry.

The Lexalytics, a text mining artificial intelligence tool, is applied to analyze the text of the online reviews of the restaurants in a touristic Dutch village extracted from the most frequently used social media platforms focusing on the four restaurant quality factors, namely, food and beverage, service, atmosphere and value.

The findings of this research are presented by the identified key themes with comparisons of the customers’ review sentiment between a selected restaurant, Zwaantje, vis-à-vis its bench-mark restaurants set by a specific approach under the abovementioned quality dimensions, in which the food and beverage and service are the most commented by customers. Results demonstrate that text mining can generate insights from different aspects and that the proposed approach is valuable to restaurant management.

The paper provides a relatively big scale in numbers and resources of social media reviews to further explore the most important service dimensions in the restaurant industry in a specific tourist area. It also offers a useful framework to apply the text mining business intelligence tool by comparison of peers for local small business restaurant practitioners to improve their management skills beyond manually reading social media reviews.

Social media fatigue (SMF) has been widely recognized; however, previous studies have included various concepts into a single fatigue construct. Fatigue has typically been explored from the stressor-strain-outcome (SSO) or stimulus-organism-response (SOR) perspectives. To further investigate SMF, the authors split it into the two constructs of exhaustion and disinterest. Furthermore, the authors introduced the concept of emotional labor and identified rules that may affect surface and deep acting strategies.

The authors designed and conducted a survey to collect data from social networking platform users.

Results from 364 users of social networking platforms supported most of the authors' hypotheses. First, most of the display rules affect the choice of deep or surface acting. Second, both types of acting lead to exhaustion, but only surface acting leads to disinterest. Third, discontinuance intention is affected by both types of fatigue.

This study contributes to SMF research by adding more antecedents (deep and surface acting) based on the emotional labor perspective and showing the impacts of communication rules on emotional labor. In addition, this study also distinguishes disinterest-style fatigue from exhaustion.

Facilitating members' continual participation in a community is crucial for ensuring the community's long-term survival. However, knowledge regarding whether member similarity is related to member participation and the mechanism underlying this relationship is limited. Drawing on similarity–attraction, social exchange and social identity theories, this study explored the influences of different facets of similarity (i.e. value, personality and goal similarity) on group norm conformity, group identity and social participation.

Data were collected from 444 Taiwanese members of social networking sites (SNSs), and structural equation modeling was employed to examine the hypothesized relationships.

The results revealed that value similarity directly affected group norm conformity but did not directly affect group identity; personality similarity influenced group identity but not group norm conformity. Goal similarity had positive influences on group norm conformity and group identity. Moreover, group norm conformity had direct and positive influences on group identity and social participation; group identity also had a positive influence on social participation.

On the basis of the aforementioned findings, this study contributes to the understanding of factors facilitating SNS members' participation from the perspective of similarity. These findings can serve as a reference for SNS administrators to facilitate social participation by emphasizing member similarity.

The purpose of the paper is to: check both of the product and technical items and propose a technology classification framework with a roadmap for omni-channel library; draw the technical association diagram and maturation of the time of developing the omni-channel library; predict the trends of omni-channel library development architecture.

The method to carry out this study were secondary data analysis and experts’ interviews. The data were collected 80 cases of omni-channel and academic literature, then identified and drawn as a technology roadmap. Furthermore, smart technology experts and researchers were interviewed to not only examine and define the technical association diagram but also predict the market and technology maturation time and predict the trends of omni-channel library.

Owing to the continuous improvement of smart technologies, technology channels of delivering digital content have been changed. Content providers will confront numerous challenges in the future. There are several literature and practice findings in this paper. In addition to building a roadmap, technical association diagram and maturation time for omni-channel library, based on market integration and product value, this paper proposes an omni-channel library development architecture.

The results of this study can be used as practical applications in developing library channel integration strategy. In addition, this study provides insights into future studies in the field of digital content channel.

To advance research on channel relationship management, this study aims to test for the impacts of a channel member’s perception of exclusion from a supplier’s distribution channel networks (i.e. out-of-the-channel-loop perceptions [OCLP]) on supplier–channel partner relationships. The authors also systematically develop and empirically validate a scale to measure OCLP.

This paper reports two empirical studies. The first develops a new scale for OCLP, following established approaches. The second tests the hypotheses. Survey data from a sample of channel firms operating in four industries were subjected to partial least squares modelling in the test of the hypothesized main and moderating effects.

The authors developed the new scale, including eight items, that capture OCLP from both social and economic perspectives. The results also show that OCLP has negative impacts on channel members’ psychological and behavioural outcomes (satisfaction, information sharing, positive word of mouth), after controlling for the effect of perceived unfairness. Channel partner perceived peer support emerges as a boundary condition of the impact; perceived informational support attenuates, whereas emotional support amplifies, the impact of OCLP.

This study suggests new research opportunities for explaining business-to-business marketing relationships using newly conceptualized OCLP.

This study highlights that suppliers must recognize the potential for negative consequences of OCLP and manage these perceptions to minimize the negative implications. For suppliers, this study also offers several tools for managing OCLP.

This study introduces ostracism concepts to marketing channel literature to study a potential detriment to channel relationships. The proposed scale captures channel partners’ sense of exclusion from supplier relationships. It provides initial insights into the direct impacts on channel relational outcomes and associated boundary conditions.

This paper aims to examine the effects of two types of improvisational strategic orientation on new venture performance: defensive improvisation and creative improvisation. Moreover, this study investigates the role of entrepreneurial bricolage in mediating the transition from various types of improvisational strategic orientation to new venture performance.

This study is designed as quantitative research, employing a structural equation model and bootstrap analysis to empirically test the survey data of 249 new ventures gathered to investigate the true relationship between variables in this paper.

The findings of this study show that (1) both defensive and creative improvisation positively affect the performance of new ventures, with defensive improvisation having a stronger positive effect; (2) both internal and external bricolage positively affect new venture performance, and play varying degrees of intermediary roles in the influence that defensive and creative improvisation has on the performance of start-ups.

The following limitations apply to this study: First, this paper collects data using a cross-sectional research design, which cannot reveal dynamic changes in the research variables. Second, this study only opens the “black box” of the role of improvisational strategic orientation on new venture performance from the perspective of entrepreneurial bricolage, and the research conclusion may be biased. Finally, the external factors' contingency effect on the relationship between variables is ignored.

This study develops a theoretical research model of improvisational strategic orientation, entrepreneurial bricolage and new venture performance, and provides a thorough examination of the internal mechanisms of various types of improvisational strategic orientation on new venture performance. The research findings not only contribute to the advancement of research on improvisational strategic orientation in the context of entrepreneurship but also assist entrepreneurs in developing a correct understanding of improvisational strategic orientation.

This study was to develop a methodology of online review analytics for hotel quality management at macro and micro levels. The macro level was for understanding the service properties critical to quality and future development. The micro level was for personalized quality diagnosis for individual hotels.

Textual reviews of superior hotels were studied using latent semantic analysis and Kano model to understand what service properties customers concern and expect. Taguchi's quality engineering was applied to establish a quality reference base using superior hotels for evaluating other hotels in the same semantic space. A decision tree algorithm was then used to identify the properties critical to quality discrimination, and the decision rules were used to diagnose individual hotels.

The service properties concerned by customers for superior hotels were identified. The market positioning and value of each property to customers were clarified. For individual hotels, the deficiencies of service properties were diagnosed. With reference to market positioning, deficient properties of priority in improvement and the strategies for enhancing competitiveness were suggested.

The proposed methodology demonstrated the potential value that review analysis can achieve a new and deeper understanding of customer voices and transform it into more specific business operation requirements. The research and application gap that most previous studies only stayed at the macro-level analytics was filled. Moreover, this study effectively applied the diagnostic techniques derived from quality engineering to online review analytics.