St. Mary's University, Texas

Purpose Studies examining customer engagement (CE) with retailers have been sparse. We propose and test a comprehensive model of CE in three separate retail contexts. Building on the relationship marketing framework, we propose that satisfaction, trust and affective commitment are antecedents of CE. CE, a second order construct, manifests in terms of attitudinal loyalty, as well as intention to repurchase, willingness to advocate and actual spending. Design/methodology/approach Two national surveys were conducted in Canada. Study 1 focused on apparel (N = 225) and grocery (N = 229) retail sectors. In Study 2, survey responses from customers of one specific pharmacy retail chain (N = 464) were combined with their actual spending with the retailer. Structural equation modeling was used to test CE as a second-order construct. Findings Data from both studies supported the proposed model and hypotheses across all datasets. CE requires retailers to provide customer experience that builds trust and emotional attachment, which in turn leads to brand advocacy and increased spending with the retailer. Practical implications These studies show that CE is determined by satisfaction, trust and commitment. Retailers must focus on meeting and exceeding customer expectations, so they are highly satisfied. By consistently delivering the brand promise retailers can build trust and elicit affective commitment from customers which are crucial for developing CE. Originality/value This study demonstrates the process of CE creation in retail as well as the outcomes of engagement, with validation in three different retail settings. We combine data on consumer spending from a retailer's CRM system with their survey responses to demonstrate the real-world validity of our model.

Abstract The chapter explores the juxtaposition between training for knowledgeable contribution to skilful productivity in the workforce and education for knowledgeable contribution to active global citizenship in society. Metrics imposed on universities in England require attention to be paid to such matters as securing a career position, post university programme. The metrics do not ask what other contributions graduates make to being a part of society which is seen, increasingly, on a global scale in terms of sustainable development. If as Giroux (2011, p. 172) suggests ‘critical pedagogy begins with the assumption that knowledge and power should always be subject to debate, held accountable, and critically engaged’, how can those who design curricula and teach in universities in England manage to prepare global citizenry while at the same time being governed, measured and ultimately controlled by narrowly defined metrics? This chapter studies the current debates about teacher education in English universities and implications for critical pedagogy in the higher education sector.

The integration of AI chatbots in university mental health support services represents a transformative solution to address growing demands for psychological assistance in higher education. This implementation showcases how artificial intelligence can enhance traditional counseling services by providing immediate support, reducing wait times, and optimizing resource allocation. The system's architecture combines advanced natural language processing, sentiment analysis, and automated risk assessment to deliver personalized mental health support while maintaining high standards of privacy and security. The results demonstrate significant improvements in service accessibility, student engagement, and early intervention outcomes, establishing a successful model for scaling mental health support services in educational institutions. The platform's ability to provide round-the-clock support, coupled with its sophisticated emotion recognition capabilities and personalized resource recommendations, has created a robust framework for addressing the diverse mental health needs of university students while ensuring seamless integration with existing counseling services.

Alarm bells are sounding internationally as climate change impacts planet Earth and its inhabitants. Health care organizations must consider the role they play in working toward environmental sustainability in terms of mitigation, resilience, leadership, and equity. Institutions need to address the effects of climate change on the physical health and mental well-being of patients and their families as well as employees. Awareness of the complexities of sustainability initiatives and disaster management related to inclement weather and weather-related events is critical for health care organizations to avoid precipitating the illnesses and diseases they endeavor to prevent and heal.