Intercultural Service Encounters: An Integrated Framework for the Banking Industry of Cyprus

This doctoral investigation considers the exploration of two theoretical concepts, namely Trust and Emotional Intelligence (EI) within Intercultural Service Encounters (ICSEs), taking into consideration customers΄ and employees΄ perception. The conducted systematic and narrative literature review on ICSEs provided the foundations for the development of an initial conceptual framework on affective trust during ICSEs. The researcher as a symbolic interactionist adopts a case study approach to explore the role of EI on the development of affective trust during ICSEs in the banking industry of Cyprus. Cyprus used to have an extremely sizeable financial and banking industry but the financial crisis has influenced adversely customers΄ trust towards the employees and the banking institutions. In order to gain a deeper understanding on ICSEs in Cyprus, the researcher adopts the critical incident technique (CIT) and conducts semi-structured interviews with frontline service employees (FSEs) and foreign customers within the banking industry. The collected data were analyzed via the template technique with the assistance of qualitative data analysis software NVivo 10. The research findings suggest that affective trust is very important for the financial services that aim to develop trust during ICSEs. The empirically validated conceptual framework reflects an in-depth exploration of the negative emotions that emerge during ICSEs and innovatively enables a holistic understanding on the role of EI in the development of affective trust in the banking industry of Cyprus. As a practical contribution, the researcher delineates a training agenda to local retail banking institutions, which includes strategies and specific emotion management tactics that directly address the development of affective trust during ICSEs

An Integrative Framework of Stakeholder Engagement for Innovation Management and Entrepreneurship Development

This article is the first to consolidate the state of scholarly research on stakeholder engagement in innovation management and entrepreneurship development. We hereby systematically review the relevant literature published over the past 27 years, and we integrate the various prominent research perspectives into a preliminary, multi-dimensional and integrative framework of stakeholder engagement; thus, interlinking the antecedent role of stakeholder engagement for innovation management and subsequent entrepreneurship development. Through this methodologically systematic review and framework development, we provide a more comprehensive and deeper understanding of the interaction between entrepreneurs and the various stakeholders, for enhancing innovation management and entrepreneurship development. In so doing, we consequently identify various research gaps and prescribe effective avenues for future works in this research stream. Conclusively, we discuss the implications of the stakeholder management perspective for the theory and the practice of entrepreneurship

Cause-related marketing and service innovation in emerging country healthcare

Purpose The purpose of this paper is to identify the constituents of cause-related marketing (CRM) capabilities in the context of an emerging market healthcare sector, by incorporating the resource-based view alongside the dynamic capability perspective. Moreover, the authors aim to illustrate how the typologies of CRM capabilities help to achieve service innovation whilst taking into consideration the role of service flexibility (SF) and service climate. Design/methodology/approach The authors develop a research framework through a representative and novel case study in the Indian healthcare market by utilizing and analyzing the subject-specific literature. Furthermore, a quantitative survey of healthcare professionals was conducted to assess the relationships utilizing PLS–SEM. Findings After identifying the constituents of CRM capabilities, the study confirms the mediating mechanism of SF between CRM capabilities and service innovation. Furthermore, findings from the study suggest that service climate positively moderates the relationship between CRM capability and SF. Research limitations/implications The study was conducted in the emerging country healthcare market of India. Thus, the generalizability of the framework needs to be tested in a similar or contrasting context. Furthermore, the sample size for the study was limited to healthcare professionals, and the customer’s perspective was missing. Originality/value This paper is a first step to identify the specific dimensions of CRM capability and explain it as a higher-order factor. The study further provides an integrative framework that includes CRM capability, service innovation, SF and service climate. More specifically, it enhances the understanding of the constituents of the CRM capabilities and their influence on service innovation

Converging on a new theoretical foundation for marketing research and air transport: research evolution from 1977 to 2022 and an agenda for future inquiry

Marketing research in hospitality and tourism has been rising continuously. this study provides a systematic review on marketing research and air transport. it identifies key themes and tracks the changes in scholarly researchers’ perspectives pre and post pandemic. a conceptual framework and an agenda for future research based on emerging research topics is provided

Action Research Case Study

Research often calls for integration between the general laws and the diagnosis of an issue. Analysing the potential methods from the available approaches can be a challenge for the researcher, especially when it comes to the justification of the final selection. The researcher is expected to choose, in accordance with the aim and objectives, the most suitable strategy for the undertaken research. Vital role play among others the size of the institution, its activities and the model it belongs

Cause-Related Marketing and Strategic Agility: An Integrated Framework for Thriving in a Dynamic Environment

This article posits a framework that illustrates how the concepts of strategic agility and causerelated marketing are synthesized in order to generate a sustainable competitive advantage through superior brand awareness and positive corporate reputation. This paper reflects how CRM and strategic agility in the context of creating and sustaining a competitive advantage in a hyper-dynamic environment, can complement and magnify each other's traditional context of analysis. Moreover, this article appears to be the first of its kind to theoretically examine the dynamics implied by synthesizing these, so far, distinct concepts. In conclusion, the paper posits a set of research directions designed to enable scholars to further advance the integration of strategic agility and CRM from both problem-driven theory development as well as theorydriven practice management perspective

Reflecting on a DBA Journey

Each one experiences an incentive and a journey through the lenses of our paradigms with a unique way. Reflecting on those paradigms and the procedure of questioning the accuracy of those ‘mental maps’ during an advanced academic qualification, will contribute to the development of an academic identity. The ignorance of the existence of those ‘maps’ slows down the process of self-knowledge and self-development. Reflection on the things that generate dilemmas, conflicts, risks and uncertainty becomes fundamental during a DBA journey as it may eventually lead to an outcome. People would get the best out of a reflected action while writing a learning journal. Reflecting on the understanding and the representation of the understanding is very crucial in the development of critical thinking and general questioning