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Article
Publication date: 20 March 2017

Cheng-Yu Lin and Jiun-Sheng Chris Lin

Rapport between service employees and customers has been suggested to be an important determinant of customer relationship management, yet existing marketing literature still…

4677

Abstract

Purpose

Rapport between service employees and customers has been suggested to be an important determinant of customer relationship management, yet existing marketing literature still lacks a sufficient understanding of how service employees’ nonverbal communication affects customer-employee rapport development in service encounters. The purpose of this paper is to fill this research gap by proposing and testing a model that explores how service employees’ nonverbal communication (employee affective delivery and behavioral mimicry) influences customer positive emotions and customer-employee rapport. The mediating role of customer positive emotions and the moderating role of store atmosphere in the process of customer-employee rapport development were also assessed.

Design/methodology/approach

Using an observational methodology in conjunction with a customer survey, multi-source survey data collected from 303 customer-employee pairs in the apparel retailing industry was examined through structural equation modeling and regression analysis.

Findings

Results showed that employee nonverbal communication positively influenced customer positive emotions and customer-employee rapport. The partial mediating role of customer positive emotions and the moderating role of store atmosphere in the process of rapport development were also confirmed.

Practical implications

Service firms should train and motivate employees to use nonverbal communication to develop and strengthen customer-employee rapport. The importance of customer positive emotions in the service process should be addressed in the customer-employee rapport development process. Moreover, service managers should also allocate firm resources to create a well-designed store atmosphere for target customers.

Originality/value

This research represents one of the earliest studies to explore and empirically test the influence of employee nonverbal communication on customer-employee rapport development in service encounters. The partial mediating role of customer positive emotions and the moderating role of store atmosphere on the relationship between employee nonverbal communication and customer-employee rapport were also proposed and confirmed.

Article
Publication date: 14 June 2024

En-Yi Chou and Cheng-Yu Lin

Prior research on user-generated content (UGC) contributions has primarily focused on self-centered or other-centered motives, paying limited attention to the concept of…

Abstract

Purpose

Prior research on user-generated content (UGC) contributions has primarily focused on self-centered or other-centered motives, paying limited attention to the concept of enlightened self-interest, in which both motives coexist in a single organism. Additionally, the factors influencing enlightened self-interest and their effects in different circumstances are yet to be explored. Drawing on theoretical lenses rooted in the switching barriers perspective and stimulus–organism–response framework, this study posits that dedication-based switching barriers (community–member relationship quality, member–member relationship quality, and content attractiveness) positively relate to enlightened self-interest, whereas constraint-based switching barriers (switching costs) moderate the relationship between dedication-based switching barriers and enlightened self-interest in social media communities (SMCs). Members' enlightened self-interest in turn influences both the creation and co-creation of UGC.

Design/methodology/approach

This study comprised two quantitative studies: an online survey-based study (Study 1) and an online scenario-based experiment (Study 2). Study 1 surveyed 613 respondents, while Study 2 included 749 participants. Both studies employed structural equation modeling and bootstrapping techniques for analysis.

Findings

The findings indicate that dedication-based switching barriers positively affect users' enlightened self-interest, which in turn is positively associated with UGC creation and co-creation. Switching costs moderate the relationship between relationship quality (community–member and member–member) and enlightened self-interest.

Originality/value

This study complements the current understanding of how the association between dedication- and constraint-based switching barriers and users' enlightened self-interests influence user-generated contributions.

Article
Publication date: 14 July 2020

Cheng-Yu Lin, En-Yi Chou and Heng-Chiang Huang

Social networking sites (SNSs) have significantly influenced people's lives and changed their behavior. Although previous research has explored self-disclosure in virtual…

1416

Abstract

Purpose

Social networking sites (SNSs) have significantly influenced people's lives and changed their behavior. Although previous research has explored self-disclosure in virtual communities, little is known about the impact of other users, particularly their online social support, on self-disclosure. The aim of this study is to explore how online social support dimensions (i.e., emotional, informational, esteem, instrumental and network support) influence people's self-disclosure, which in turn affects their commitment to SNSs.

Design/methodology/approach

Based on social exchange theory, this study proposes a research model that explores the role of other users on self-disclosure. This study collects data from a sample of 558 respondents and applies the structural equation modeling technique to test the research model.

Findings

The findings show that users are motivated to disclose information and commit to a specific SNS because of the supportive climate. Results also show that self-disclosure mediates the effect of online social support on users' commitment to SNSs.

Originality/value

This study focuses on the influence of other users' roles on self-disclosure on SNSs, extending the application of social exchange theory.

Details

Information Technology & People, vol. 34 no. 3
Type: Research Article
ISSN: 0959-3845

Keywords

Article
Publication date: 8 February 2022

Cheng-Yu Lin and En-Yi Chou

Demand for long-term care services increases with population aging. This study aims to develop a conceptual model of elderly customers’ health-care experiences to explore the…

Abstract

Purpose

Demand for long-term care services increases with population aging. This study aims to develop a conceptual model of elderly customers’ health-care experiences to explore the antecedents, mechanisms and outcomes of social participation in long-term care service organizations.

Design/methodology/approach

Using a two-phase data collection approach, this study collects data from 238 elderly customers in a long-term care service organization. The final data are analyzed through structural equation modeling.

Findings

The results show that care management efforts (i.e. customer education, perceived organization support, role modeling, perceived other customer support and diversity of activity) influence elderly customers’ psychological states (i.e. self-efficacy and sense of community), leading to increased social participation. In addition, high levels of social participation evoke positive service satisfaction and quality of life, both of which alleviate switching intention.

Originality/value

This study is one of the first conclusive service studies focused on the role of elderly customers’ social participation in their long-term care experience. The findings contribute to health-care service marketing and transformative service research, and expand understanding of elderly customers’ health-care experience, especially in long-term care service settings.

Details

Journal of Services Marketing, vol. 36 no. 8
Type: Research Article
ISSN: 0887-6045

Keywords

Article
Publication date: 10 February 2022

Cheng-Yu Lin and En-Yi Chou

Despite double deviation being an acknowledged phenomenon in services marketing, less research has been devoted to the evaluation of the underlying relationships between cognitive…

1000

Abstract

Purpose

Despite double deviation being an acknowledged phenomenon in services marketing, less research has been devoted to the evaluation of the underlying relationships between cognitive appraisals, customer forgiveness and postrecovery actions following a double deviation. Therefore, this study aims to develop and empirically test a conceptual model to determine the role of customer forgiveness and its boundary conditions in double-deviation scenarios based on the stress and coping theory.

Design/methodology/approach

This study aggregated 290 survey data by adopting the retrospective experience sampling method and examined the proposed model using structural equation modeling and bootstrapping analysis.

Findings

The results confirm that customer forgiveness mediates the link between service recovery dissatisfaction and postrecovery customer complaints (i.e. online and third-party complaints). Additionally, attribution-based factors (i.e. stability and controllability attributions) positively moderated the service recovery dissatisfaction–customer forgiveness relationship. Finally, these findings exhibit that relationship-based factors (i.e. relationship duration and affective commitment) had negative moderating effects on the service recovery dissatisfaction–customer forgiveness link.

Originality/value

Without ensuring customer forgiveness, customers who experience failure twice in a row may act more aggressively to damage service firms. Yet, knowledge of customer forgiveness in a double-deviation scenario is still lacking. The results make twofold contributions to the service recovery literature. First, this study emphasizes customer forgiveness as an integral coping response that has a mediating role in the relationship between service recovery dissatisfaction and postrecovery customer complaints. Second, this study shed insights into boundary conditions of customer forgiveness by identifying attribution- and relationship-based factors as moderators.

Details

Journal of Services Marketing, vol. 36 no. 8
Type: Research Article
ISSN: 0887-6045

Keywords

Article
Publication date: 5 April 2021

Yu-Cheng Lin, Chyi Lin Lee and Graeme Newell

Recognising that different property sectors have distinct risk-return characteristics, this paper assesses whether changes in the level and volatility of short- and long-term…

Abstract

Purpose

Recognising that different property sectors have distinct risk-return characteristics, this paper assesses whether changes in the level and volatility of short- and long-term interest rates differentially affected excess returns of sector-specific Real Estate Investment Trusts (REITs) in the Pacific Rim region between July 2006 and December 2018. The strategic property risk management implications for sector-specific REITs are also identified.

Design/methodology/approach

Daily excess returns between July 2006 and December 2018 are used to analyse the sensitivity in the level and volatility of interest rates for REITs among office, retail, industrial, residential and specialty REITs across the USA, Japan, Australia and Singapore. The generalised autoregressive conditionally heteroskedastic in the mean (GARCH-M) methodology is employed to assess the linkage between interest rates and excess returns of sector-specific REITs.

Findings

Compared with diversified REITs, sector-specific REITs were less sensitive to short- and long-term interest rate changes across the USA, Japan, Australia and Singapore between July 2006 and December 2018. Of sector-specific REITs, retail and residential REITs were susceptible to interest rate movements over the full study period. On the other hand, office and specialty REITs were generally less sensitive to changes in the level and volatility of short- and long-term interest rate series across all markets in the Pacific Rim region. However, the interest rate sensitivity of industrial REITs was somewhat mixed. This sector was sensitive to interest rate movements, but no comparable evidence was found since the onset of GFC.

Practical implications

The insignificant exposure to interest rate risk of sector-specific REITs may imply that they have a stronger interest rate risk aversion and greater hedging benefits than their diversified counterparts, particularly for office and specialty REITs. The results support the existence of REIT specialisation value in the Pacific Rim region from the interest rate risk management perspective. This is particularly valuable to international property investors constructing and managing portfolios with REITs in the region. Property investors are advised to be aware of the disparities in the magnitude and direction of sensitivity to the interest rate level and volatility of REITs across different property sectors and various markets in the Pacific Rim region. This study is expected to enhance property investors' understanding of interest rate risk management for different property types of REITs in local, regional and international investment portfolios.

Originality/value

The study is the first to assess the interest rate sensitivity of REITs across different property sectors and various markets in the Pacific Rim region. More importantly, this is the first paper to offer empirical evidence on the existence of specialisation value in the Pacific Rim REIT markets from the aspect of interest rate sensitivity. This research may enhance property investors' understanding of the varying interest rate sensitivity of different property types of REITs across the USA, Japan, Australia and Singapore.

Details

Journal of Property Investment & Finance, vol. 40 no. 1
Type: Research Article
ISSN: 1463-578X

Keywords

Article
Publication date: 18 June 2020

Yu-Cheng Lin, Chyi Lin Lee and Graeme Newell

As significant listed property investment vehicles, industrial and logistics REITs (I&L REITs) have recently enhanced their property portfolios, often replacing the traditional…

Abstract

Purpose

As significant listed property investment vehicles, industrial and logistics REITs (I&L REITs) have recently enhanced their property portfolios, often replacing the traditional industrial properties with logistic properties to gain strategic exposure to recent e-commerce trends. This paper aims to assess the investment performance of I&L REITs by assessing the significance, risk-adjusted performance and portfolio diversification benefits of I&L REITs in the Pacific Rim region from July 2011 to December 2018. The strategic property investment implications for I&L REITs are also identified.

Design/methodology/approach

Monthly total returns from July 2011 to December 2018 were used to analyse the risk-adjusted performance and portfolio diversification benefits for I&L REITs in the United States, Japan, Australia and Singapore. An asset allocation diagram was employed to assess the strategic role of I&L REITs in a mixed-asset portfolio in each case.

Findings

I&L REITs generally possessed superior average annual returns compared with the other sub-sector REITs, stocks and bonds in the United States, Japan, Australia and Singapore between July 2011 and December 2018, with desirable portfolio diversification benefits. Importantly, a more significant role for I&L REITs was generally observed in the mixed-asset portfolio compared to the other sub-sector REITs in each of these four markets across the broad portfolio risk spectrum. This reflects I&L REITs delivering enhanced portfolio returns and offering portfolio diversification benefits in a mixed-asset portfolio in the United States, Japan, Australia and Singapore.

Practical implications

Property investors, particularly property securities funds (PSFs) and income-oriented investors, should consider including I&L REITs in their mixed-asset portfolios, as Pacific Rim–based I&L REITs provided an attractive REIT investment sub-sector, co-existing alongside the other sub-sector REITs and major asset classes in a mixed-asset portfolio in a Pacific Rim context, as well as being a portfolio diversifier. These results confirm the added-value and strategic role of I&L REITs in a mixed-asset portfolio, seeing I&L REITs as an effective investment pathway for I&L property exposure in the Pacific Rim region.

Originality/value

This is the first study to assess the investment performance of I&L REITs in the Pacific Rim region, evaluating their significance, risk-adjusted performance and portfolio diversification benefits, and the role of I&L REITs in a mixed-asset portfolio in the United States, Japan, Australia and Singapore. More importantly, this research is the first paper to provide empirical evidence on I&L REITs, which have often transformed their traditional industrial property portfolios with increased levels of logistics property to gain exposure to recent e-commerce trends. This research enables more informed and practical property investment decision-making regarding I&L REITs and their added-value and strategic role in a mixed-asset portfolio, as well as delivering effective I&L property exposure in the Pacific Rim region, with the added benefits of liquidity, transparency and fiscal efficiency.

Details

Journal of Property Investment & Finance, vol. 38 no. 6
Type: Research Article
ISSN: 1463-578X

Keywords

Article
Publication date: 3 October 2019

Yu-Cheng Lin, Roni Padliansyah and Tzu-Chiang Lin

The purpose of this paper is to provide a comprehensive view of the longitudinal status and the knowledge structure of the CSR research by identifying the major study topics, the…

1342

Abstract

Purpose

The purpose of this paper is to provide a comprehensive view of the longitudinal status and the knowledge structure of the CSR research by identifying the major study topics, the development of CSR research, the leading authors and countries, as well as the most cited reference.

Design/methodology/approach

The authors systematically reviewed 14,490 articles in 15 journals specialized in CSR published between 2000 and 2016 with bibliographic coupling analysis and social network analysis to unveil the recent trend of CSR research.

Findings

The results identified 15 research topics in CSR research. This study accordingly suggests that CSR implication is the most popular topic in the CSR research field. Particularly, the publications regarding to “CSR Implication” increased with a dramatic trend. Furthermore, the rest of the 14 topics had a stagnant trend movement. Most of the leading authors of CSR research came from English-speaking countries. CSR investigations with varied topics simultaneously attracted the attentions of researchers from developed counties. On the other hand, researchers from developing countries simply focused limited issue.

Originality/value

This study proposes an automatic content analysis from scientometric perspective to reveal a comprehensive and longitudinal understanding of CSR research. Such examination on CSR studies is critical to afford researchers’ urgent need to grasp current research status and potential research space.

Details

Management Decision, vol. 58 no. 4
Type: Research Article
ISSN: 0025-1747

Keywords

Article
Publication date: 2 May 2019

Yu Cheng Lin, Chyi Lin Lee and Graeme Newell

Residential Real Estate Investment Trusts in Japan (residential J-REITs) have become an increasingly significant listed property sector recently. The purpose of this paper is to…

Abstract

Purpose

Residential Real Estate Investment Trusts in Japan (residential J-REITs) have become an increasingly significant listed property sector recently. The purpose of this paper is to assess the effectiveness of residential J-REITs in a mixed-asset portfolio context in Japan by assessing the significance, risk-adjusted performance and portfolio diversification benefits of residential J-REITs over July 2006–August 2018. The ongoing property investment implications for residential J-REITs are also identified.

Design/methodology/approach

Using monthly total returns, the risk-adjusted performance and portfolio diversification benefits for residential J-REITs over July 2006–August 2018 are assessed. An asset allocation diagram is employed to assess the role of residential J-REITs in a mixed-asset portfolio context in Japan.

Findings

Residential J-REITs generally delivered superior risk-adjusted returns compared with the other sub-sector J-REITs, stocks and bonds in Japan over July 2006–August 2018, with desirable portfolio diversification benefits in the full mixed-asset portfolio context. Importantly,residential J-REITs are observed as strongly contributing to the mixed-asset portfolio context in Japan across the portfolio risk spectrum, particularly in a post-GFC context. This also reflects that residential J-REITs provide high portfolio returns and strong portfolio diversification benefits in a mixed-asset portfolio context in Japan.

Practical implications

Residential J-REITs are effective and liquid residential property investment exposure in Japan. The results highlight the strong risk-adjusted performance of residential J-REITs in Japan’s mixed-asset portfolio context. This suggests institutional investors, particularly Japan institutional investors, should consider including residential J-REITs in their mixed-asset portfolios, as residential J-REITs are seen as a compelling investment product co-existing alongside the other sub-sector REITs and major asset classes in institutional investor portfolios in the context of Japan. This also confirms the effectiveness of institutionalised residential J-REITs. Given the solid residential property market fundamentals in Japan, an increased level of the institutionalisation of residential J-REITs can be expected.

Originality/value

The study is the first study to assess the effectiveness of residential J-REITs, via assessing the significance, risk-adjusted performance and portfolio diversification benefits of residential J-REITs and their role in a mixed-asset portfolio context in Japan. This research enables more informed and practical property investment decision making regarding the value-added and strategic role of residential J-REITs as effective and liquid residential property investment exposure in Japan, as well as an increasingly institutionalised property sector going forward.

Details

Journal of Property Investment & Finance, vol. 37 no. 4
Type: Research Article
ISSN: 1463-578X

Keywords

Article
Publication date: 14 February 2018

Yu-Cheng Lin, Chiung-Yao Huang and Yu-Shan Wei

The purpose of this paper is to examine the ethical investment willingness decision-making process to understand how investors evaluate corporate social responsibility (CSR…

1406

Abstract

Purpose

The purpose of this paper is to examine the ethical investment willingness decision-making process to understand how investors evaluate corporate social responsibility (CSR) actions.

Design/methodology/approach

Data were collected through a survey of 298 individual investors and analyzed using structural equation modeling.

Findings

Results reveal that perfectionist decision-making style is positively related to perceived moral intensity, substitutability of financial returns, and ethical investment willingness. In addition, perceived moral intensity and substitutability of financial returns are positively related to ethical investment willingness. Finally, perceived moral intensity is positively related to substitutability of financial returns, and a two-factor causal mediation model is supported.

Research limitations/implications

The limitation of this study was that the pre-tests and sampling methods required all participants to have investing experience; however, procurement of trading information for each investor was impossible; thus, actual investment behaviors were undetermined. This study shed light on the mediating roles of perceived moral intensity and the substitutability of financial returns. Future studies can further investigate the factors influencing perceived moral intensity and the substitutability of financial returns.

Practical implications

Future ethical investment education can focus on cultivate the ability to distinguish ethical investments and change ethical investment willingness into actual investment behavior.

Originality/value

Understanding the relationship between these variables can help understand why ethical investment willingness varies among investors and how the traditional financial theory investment decision model should be revised as, internationally, more people have begun to observe CSR and sustainable development.

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