Purpose This study examines whether corporate social responsibility (CSR) initiatives positively impact customers’ selection of retail banks in Hong Kong (HK) and identifies which CSR domains affect customers’ selection of banks. Design/methodology/approach This study adopted a quantitative approach. Primary data were collected from 416 customers of 22 retail banks in HK. The theoretical framework of this study was developed from a literature review, prior studies by Oberseder et al. (2013 and 2014), and CSR initiatives implemented by leading retail banks in HK. Descriptive statistics and statistical tests were used to analyze the data. Findings The study found that CSR initiatives positively affect customers’ bank selection. CSR initiatives related to the customer and environment domains are likely to have a greater impact on customers than those related to the society domain and are not likely to significantly impact customers’ bank selection. Originality/value This study contributes to the CSR literature by offering enhanced insight into the dynamics of CSR and its effects on customer bank selection. Furthermore, this study tests consumers’ perceptions of CSR initiatives in each CSR domain in the banking sector in Hong Kong – a novel approach that has not been previously explored in existing studies. These findings can help banks review the effectiveness of their CSR initiatives and make informed decisions on which initiatives should pursue improved CSR performance and efficient resource allocation.

Purpose With theoretical underpinnings in the conservation of resources theory, this research aims at understanding the link between workplace ostracism (WPO) and its effects on customers' interests in the context of COVID-19, with the mediation of stress and moderation of self-efficacy (SE). Design/methodology/approach The study followed a time-lagged design. A sample of 217 frontline employees working in the food sector of southern Punjab, Pakistan, responded to the study questions using the survey method with structured questionnaires. A Statistical Package for the Social Sciences (SPSS) tool was utilized for data analysis with bootstrapping and PROCESS macro. Findings The findings show that an important mechanism by which ostracism translates into customer service sabotage (CSS) is the increase in perceived stress levels of the employees. Additionally, SE was found to be an important personal resource that acts as a moderator in the said relationship. Practical implications Employees with high SE sense less workplace stress even during a pandemic. Leadership should consider the stress-alleviating effect of SE for lessening the damaging influence of WPO on customers. Originality/value The study fills an important empirical gap in the context of the COVID-19 pandemic, by showing that due to resource loss perceived by employees while being targeted by ostracism, they may decide to transfer their frustration towards organizational customers by sabotaging their service experience.

Purpose Based on the contingency theory and resource-based view, this study develops and tests a moderated mediation model explaining the performance implications of the interaction between the accountants’ participation in strategic decision-making (APAR) and accounting capacity (ACAP) in promoting the use of management accounting systems (MAS) toward enhancing firm performance. Design/methodology/approach Using partial least squares structural equation modeling, the authors tested the proposed model and its hypotheses with survey data from 340 large Vietnamese firms. Findings The results indicate that (1) MAS act as the full mediator in the positive relationship between APAR and firm performance, and (2) ACAP positively moderates the effect of APAR on the use of MAS. Originality/value This study bridges the gap between accounting and strategic management literature by elucidating the mechanism by which the involvement of accountants in strategic issues improves the use of MAS toward enhancing firm performance and increases the current understanding of ACAP as a boundary condition for this mechanism.

Purpose This paper examines how the degree of happiness affects corporate risk-taking and the moderating influence of family ownership of firms on this relationship. Design/methodology/approach The authors use an international sample of 17,654 firm-year observations from 24 countries around the world from 2008 to 2016. Findings Using the happiness index from the World Happiness Report developed by the United Nations Sustainable Development Solutions Network, the authors show that a country's overall happiness is negatively correlated with risk-taking behavior by firms. The findings are robust to an alternative measure of risk-taking by firms. Further analyses document that the negative influence of happiness on firm risk-taking is more pronounced for family-owned firms. Practical implications The paper is consistent with the notion that happier people are likely to be more risk-averse in making financial decisions, which, in turn, reduces corporate risk-taking. Originality/value This study contributes to the broad literature on the determinants of corporate risk-taking and the growing literature on the role of sentiment on investment decisions. The authors contribute to the current debate about family-owned firms by demonstrating that the presence of family trust strengthens the negative influence of happiness on corporate risk-taking, a topic that has been unexplored in previous studies.

Purpose The purpose of this paper is to analyse and evaluate the effect of customer experience management (virtual interaction, physical interaction and service interaction) on customer loyalty in the banking industry. Design/methodology/approach The study followed an explanatory research design to sample 384 respondents. Stepwise regression analysis was used to validate the relevance of the study model. Findings The results indicated that there is a positive association between customer experience management and customer loyalty. The dimensions of customer experience management, namely virtual interaction, physical interaction and service interaction, were also found to be statistically significant in explaining customer loyalty behaviour. Practical implications The study practically influences the way banks and other financial institutions gain competitive advantage through managing the experiences of customers in a volatile business environment. At a time when banks are no longer the only providers of financial services, the study offers a road map to reduce portfolio purchasing and switching behaviour through enhanced experience management at all customer touch points. Originality/value The study presents an augmented model of customer experience management which is linked to consumer loyalty.