Original Research Management
A Causal Model of the Relationship Between Customer Contact Points and Word of Mouth Through Customer Experience in the Insurance Industry

Yousef Ramezani; Amirhossien Okhravi; Tahereh Heydarnejad; Sepideh Salarpanah

Volume 10, Issue 5 , May 2023, Pages 297-317


  Customer contact points are known as the building blocks of the customer experience and for designing and enhancing the customer experience. The purpose of this study is to investigate the causal relationships between customer contact points and word of mouth through customer experience in the insurance ...  Read More

Original Research Management
Narcissistic Leadership and Follower Voice: The Mediating Roles of Surface Acting and Emotional Exhaustion and Moderating Role of Attachment Style

Sadegh Ashegh Hooseini; Mohammad Sadegh Sharifirad; Nahid Amrollahi Biuki

Volume 10, Issue 5 , May 2023, Pages 318-338


  Leadership has become an important topic in industrial-organizational psychology, and a popular concept for adult development. Researchers generally believe that one of the factors that lead to leaders harming followers is narcissistic leadership. Narcissistic leaders generally cause emotional damage ...  Read More

Original Research Economics
Technical Efficiency of Community Clinics in Kushtia, Bangladesh: A Nonparametric DEA Analysis

Nilufar Easmin; Abu Hurira

Volume 10, Issue 5 , May 2023, Pages 339-359


  The healthcare industry is well aware of the issue of limited resources. By properly managing available resources, waste may be minimized. Bangladesh is a developing nation with limited resources, hence it is essential to estimate technical efficiency in this circumstance. Health care efficiency in the ...  Read More

Conceptual Paper Accounting
Making Animals Visible in Sustainability Accounting with Critical Look at Financial Valuation

Esmail Tavakolnia

Volume 10, Issue 5 , May 2023, Pages 360-378


  Although human rights have widely been addressed in scientific communities, animal rights and relevant challenges have mainly been neglected. Despite all unfortunate accidents that happen to animals, their unfavorable status has rarely been discussed in the literature on sustainable development or sustainability ...  Read More