Search results

Previous studies offer two contradictory propositions for the influence of customer participation on service failure attribution. The purpose of this paper is to solve this theoretical inconsistency by incorporating the concept of self-efficacy into its theoretical framework.

Two 2 (customer participation: high vs low) by 2 (self-efficacy: high vs low) experimental designs were employed under scenarios relating to education and haircut services.

The results show that customers with high self-efficacy attribute more responsibility to the firms for a service failure as their participation in service increases. In contrast, customers with low self-efficacy are less likely to blame firms for service failures in the high-participation condition than in the low-participation condition.

This study suggests that understanding customers’ self-efficacy could help firms improve recovery performance according to customers’ individual differences if service failure occurs.

The findings help resolve conflicting results reported in the literature and show that the impact of customer participation on service failure attribution differs according to customers’ self-efficacy. Therefore, this study provides a theoretical contribution by enhancing the knowledge of how customer participation influences causal attribution and satisfaction after a service failure.

E‐businesses using enterprise resource planning systems as the information infrastructure generate a tremendous amount of information, including information about customers, suppliers, markets, transaction costs, the prices at which products are bought and sold, and order‐fulfillment rates, etc. To turn the information contained in these systems into marketable information goods would be a key to gaining a competitive advantage and optimizing market exchange efficiencies. Treating involved organizations as an end‐to‐end network and applying an economic analysis, five propositions are developed to capture this value‐added process. Conditions for market equilibriums are specified.

The purpose of this paper is to determine if self-rated and peer-rated organizational citizenship behavior mediated the relationship between affective commitment and intention to leave in Malaysia.

A survey yielded 516 responses from multiple locations in Malaysia across varied industries for a response rate of 64.5 percent. Validity based on confirmatory factor analysis and reliability were confirmed.

Affective commitment influenced self- and peer-rated organizational citizenship behavior and intention to leave. Only self-rated organizational citizenship behavior partially mediated affective commitment and intention to leave. While self-rated organizational citizenship behavior increased intention to leave positively, peer-rated organizational citizenship behavior did not influence intention to leave.

The findings confirm earlier research that self-ratings and peer-ratings are different, and, surprisingly, organizational citizenship behavior is not a factor supporting talent retention. Human resource practitioners need to shift their focus to affective commitment that reduces intention to leave and increases organizational citizenship behavior.

Past studies on organizational citizenship behavior relied on self-ratings, supervisor-ratings, or both ratings used in Western contexts. Little was known about the assessment of organizational citizenship behavior from peer perspectives and its relationship between affective commitment and intention to leave. Moreover, the relationships between affective commitment and self-rated and peer-rated organizational citizenship behavior were inconsistent. This study responded to those gaps by integrating affective commitment, self-rated, and peer-rated organizational citizenship behavior, and intention to leave into a single hypothesized model.

Limited research has explored the potential marketing strategies to counter the damage associated with delayed recovery. Based on the construal level theory, this study seeks to suggest that customers tend to focus on different aspects of the compensation according to the speed of recovery. Thus, providing an adequate explanation to customers corresponding to expected recovery speed can effectively alleviate customer dissatisfaction with a delayed recovery.

This study examined the proposed hypotheses using a 2 (immediate vs delayed) by 2 (explanation: process-focused vs outcome-focused) experimental design.

The analytical results show that when an immediate recovery is available, an outcome-focused explanation will result in higher post-failure satisfaction than will a process-focused explanation. Conversely, when a delayed recovery is expected, post-failure satisfaction is higher for customers who receive a process-focused explanation than for those who receive an outcome-focused explanation.

This study thus recommends that firms should provide explanations compatible with expected recovery speed to better enhance post-failure satisfaction.

This study contributes to the body of service recovery literature by examining the differential effectiveness of outcome-focused and process-focused explanations under immediate and delayed recovery conditions. The findings provide a guideline that managers can use to formulate suitable explanations to alleviate the detrimental effects of delayed recovery.

As multinational firms seek to acquire competitive cost advantages through global sourcing, it is also important for them to develop effective strategies to reduce possible damage of a negative country‐of‐origin (COO) effect. This study aims to examine whether brand image and evaluation mode could alleviate a negative COO effect.

A 2(COO)×2(brand)×2(evaluation mode) experimental design was employed in order to examine whether brand and COO effects on product evaluation vary under different evaluation modes. The data were analyzed by a repeated measure MANOVA.

The results showed that products made in favourable countries were rated higher in joint evaluation mode than in separate evaluation mode. Conversely, products made in unfavourable countries were better evaluated in separate evaluation mode than in joint evaluation mode. The results of the study are not in favour of the notion that a strong brand image could overcome the negative effect of COO.

Conclusions of the study suggest that the COO effect plays an equally important role in consumer product evaluation for both strong and weak brands. Thus, even for a product with strong brand image, the negative consequences of COO stemming from consumersˇ unfavourable attitudes towards the manufacturing country are not likely to be completely eliminated. Moreover, to alleviate the negative impact of unfavourable COO, marketers may want to avoid direct comparison between products made in unfavourable countries with those made in favourable countries, regardless of their brand strength.

When marketing a product made in an unfavourable country, marketers should manage to create a selling environment facilitating a separate evaluation mode. In contrast, marketers should proactively manage to display products from favourable countries along with those from unfavourable countries in order to further enhance quality perceptions.

The results of the study could help marketers employ advantageous merchandizing or advertising strategies to lessen the negative effect of COO.

The aim of this paper is to investigate predictors of online medical research by nurses.

A cross‐sectional study was conducted and a representative sample of nurses was selected from three Taiwanese hospitals from 1 January to 31 March 2007. A total of 274 female nurses completed the questionnaire.

The results indicate that the expectancy value of internet characteristics, attitude towards online information seeking and perceived credibility of online information significantly and positively predict online information‐seeking behaviour in nurses. Specifically, the multiple hierarchical regression analysis revealed that the perceived credibility of online information is the strongest predictive variable of online information seeking.

The findings of this study suggest that an important task for professional health organisations is to educate nurses in assessing the reliability of medical information found on the web, such as looking for credible institutional sites, verifying available information with that from other sources or sites, and using common sense.

This study aims to investigate hazards in theater venues on the performance day by combining operational risk theory with a service blueprint method.

Interviews and Delphi method are applied to find the hazards, then a survey and ANOVA are followed. The study explores a profile of hazards using data from theater venues in Taiwan and examines whether employee characteristics (i.e. professional tasks, experience and working location) affect risk perception.

The study suggests a new framework represented by a 5 (types of loss events) × 6 (service systems) matrix to check operational risks. The analyses indicate two types of hazards: risk perception about performance and operations by performers and crew (RPPOPC) and audience behaviors and safety (RPABS). RPPOPC is related to the core show, but not all employees possess high RPPOPC. Seniors have relatively low RPPOPC, and frontend house employees possess insufficient RPABS. Further, front house employees, seniors and those working in municipal cities show relatively high RPPOPC in high-loss situations.

Managers can use the analytic framework to effectively identify operational risks in the core show operations and audience service offerings. They can promote risk perception considering employee differences and loss severity. However, the framework does not discuss the cause-and-effect relationship. Incorporating a large amount of loss experience into a risk information system would help clarify this complex relationship.

This study contributes to hazard mitigation in the performing arts sector, both in the peripheral services for customers and in the core show services.

The melamine milk scandal caused a crisis of confidence in food containing dairy products. The purpose of this paper is to explore the determinants of precautionary behaviour to avoid food containing dairy products among Taiwanese college students.

Of the total respondents selected using a multistage cluster sampling plan, 1,213 respondents completed the questionnaire.

The survey results showed that subjective norms, attitude, perceived behavioural control, attention to news, and perceived credibility of information are significantly associated with the intention to take precautionary behaviour.

The paper developed a modified theory of planned behaviour (TPB) that focused on attention and perceived credibility of milk scandal‐related information as additional determinants of precautionary behaviour to avoid food containing dairy products. The inclusion of attention and perceived credibility of information constructs enabled a better model fit than that of the TPB model.

Knowledge-based organizations is a new paradigm for business. Knowledge management (KM) is important for supporting core business processes. This paper aims to define an open innovation (OI)-driven KM implementation for effectively executing the support.

KM is important for supporting organizational innovation. OI plays a critical determinant role in defining the design of KM for effectively supporting OI. Further, the final goal of KM is to reach the success of OI-based KM implementation. A model is thus proposed for connecting OI as a driver to a design of KM and, in turn, KM implementation. Survey is conducted to collect data. Partial least squares is used for analysis.

The three processes of OI partially present significant impact on the design of KM process and, in turn, a noticeable achievement of KM implementation. The two KM processes indicate an interaction effect for reinforcement mutually. The findings provide rich evidence into the argument that OI-based KM implementation through the mediator of the design of KM process is important for a successful KM in organizations.

While OI is a phenomenon that has increasingly become critical for the contemporary business, the design of KM mechanism needs to be adapted from the choice of OI process for guaranteeing the success of KM implementation.

Extant theories did not provide such an approach to develop an effective KM implementation in terms of the important management concept, OI, in organizations. This model empirically demonstrates its capability to work on this issue.