ABSTRACT
Requesting personal information in frontline service encounters raises privacy concerns among customers. The proximity contact tracing that occurred during the COVID-19 pandemic provides an intriguing context of information requests. Hospitality venues required contact tracing details from customers, and customer cooperation varied with concerns about privacy. Drawing on gossip theory, we investigate the roles of businesses’ data privacy practices and government support in driving customers’ responses to contact tracing. Our findings show that perceived transparency of a business’s privacy practices has a positive effect on customers’ commitment to the business, while perceived control exerts a negative effect on commitment. These effects are mediated by customers’ information falsification rather than disclosure, because the former is a sensitive behavioral indicator of privacy concerns. The results also reveal the moderating roles of government support. This research contributes to the customer data privacy literature by demonstrating the distinct effects of perceived transparency and control on commitment and revealing the underlying mechanism. Moreover, the research extends the conceptual understanding of privacy practices from online contexts to face-to-face contexts of frontline service. The findings offer implications for the management of customer data privacy.
ABSTRACT
Increased fashion consumption spurred by fast fashion has led to excessive textile waste, giving rise to a global crisis as textile waste pollutes land and waterways, while landfill and incineration contribute to global greenhouse gas emissions. Extending a product’s life for as long as possible is a core principle of the circular economy (CE) to ensure that the maximum value of the original product is realized over its lifetime. As such, repair is an essential component of a CE because it supports the preferred waste hierarchy elements of reduce and reuse, with recycling being the last resort in a CE necessary to close resource loops. Consumers are an essential enabler of a CE;therefore, it is critical to understand consumers’ characteristics in the context of behaviors such as repair. The purpose of this study was to examine the role of gender on engagement in clothing repair practices;women have often only been the focus of clothing repair studies. An online survey was conducted to collect responses from Canadian and U.S. consumers (n = 512). Findings showed that self-repair was the most common form of clothing repair, with women being more highly engaged in self-repair practices, increasing with age. Paid repair is the type of repair that has the lowest level of engagement, and there are only negligible differences between the genders. Men utilize unpaid forms of repair more than women. However, among the youngest age group (18–24), both genders are equally likely to have clothing repaired for free. Gender gaps exist, but opportunities for increased utilization in repair can be created to encourage full participation within a CE. In particular, the findings point to the importance of increasing repair activities amongst men and younger consumers.