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1 – 10 of 755Jean Paolo Gomez Lacap, Mary Rose Maharlika Cruz, Antonino Jose Bayson, Richard Molano and John Gilbert Garcia
This paper aims to explore how parasocial relationships with Korean celebrity endorsers on social media result in brand credibility and loyalty.
Abstract
Purpose
This paper aims to explore how parasocial relationships with Korean celebrity endorsers on social media result in brand credibility and loyalty.
Design/methodology/approach
The participants were identified through a purposive sampling approach, and they were composed of consumers who purchased Korean-celebrity-endorsed products and services of a telecommunications company. The hypothesized relationships were gauged using a predictive approach as a research design via partial least squares (PLS) path modeling.
Findings
The findings show that all hypothesized relationships are supported. In particular, social media interaction was found to have a substantial, positive and significant effect on self-disclosure. Moreover, self-disclosure has a considerably significant and direct effect on parasocial relationships and was found to indirectly affect the link between social media interactions and parasocial relationships. The results further reveal that social media interactions and parasocial relationships predict source trustworthiness, leading to brand credibility and loyalty.
Originality/value
To the best of the authors’ knowledge, the present undertaking is the only study that examined how parasocial relationships on social media are built when foreign celebrities, in this case, the well-known Korean popular group BTS, endorse telecommunications products and services.
Objetivo
La presente investigación explora cómo las relaciones parasociales con celebridades coreanas en las redes sociales generan credibilidad de marca y lealtad.
Diseño/metodología/enfoque
Los participantes se identificaron mediante un muestreo intencional y estaban compuestos por consumidores que compraban productos y servicios de una empresa de telecomunicaciones avalados por famosos coreanos. Las relaciones hipotetizadas se midieron utilizando un enfoque predictivo como diseño de investigación mediante un modelo de mínimos cuadrados parciales (PLS).
Resultados
Los resultados muestran que todas las relaciones hipotetizadas se confirman. En particular, la interacción con los medios sociales tiene un efecto sustancial, positivo y significativo en la autodivulgación. Además, la autodivulgación tiene un efecto considerablemente significativo y directo en las relaciones parasociales y se descubrió que afecta indirectamente al vínculo entre las interacciones en los medios sociales y las relaciones parasociales. Los resultados revelan además que las interacciones en los medios sociales y las relaciones parasociales predicen la fiabilidad de la fuente, lo que conduce a la credibilidad de la marca y a la lealtad.
Originalidad
El presente trabajo es el único estudio que examina cómo se construyen las relaciones parasociales en los medios sociales cuando celebridades extranjeras, en este caso, el conocido grupo popular coreano BTS, promocionan productos y servicios de telecomunicaciones.
目的
本研究探讨了在社交媒体上与韩国名人的寄生关系如何建立品牌可信度和忠诚度。
设计
通过目的性抽样确定参与者, 包括购买韩国名人代言的电信公司产品和服务的消费者。研究设计使用偏最小二乘法(PLS)模型对假设关系进行预测测量。
结果
研究结果表明, 所有假设关系都得到了证实。特别是, 社交媒体互动对自我披露具有实质性的、积极的和显著的影响。此外, 自我披露对寄生关系也有明显的直接影响, 并被发现间接影响社交媒体互动与寄生关系之间的联系。研究结果进一步揭示了社会化媒体互动和寄生关系能够预测来源的可信度, 从而提高品牌可信度和忠诚度。
结果
研究结果表明, 所有假设的关系都得到了证实。特别是, 社交媒体互动对自我披露具有实质性的、积极的和显著的影响。此外, 自我披露对寄生关系也有明显的直接影响, 并被发现间接影响社交媒体互动和寄生关系之间的联系。研究结果进一步揭示了社会化媒体互动和寄生关系能够预测来源的可信度, 从而提高品牌可信度和忠诚度。
独创性
本文是唯一一篇研究外国名人在社交媒体上推广电信产品和服务时如何建立寄生社会关系的研究。
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Kuo-Chung Shang and Peter B. Marlow
Logistics and supply chain management has been elevated to a strategic level whereby firms can simultaneously achieve differentiation and low cost for sustained competitive…
Abstract
Logistics and supply chain management has been elevated to a strategic level whereby firms can simultaneously achieve differentiation and low cost for sustained competitive advantage. Empirical studies have often concentrated on logistics management in developed Western countries, displaying a bias towards the USA. This study applies the competency approach to explore logistics in Taiwan. A survey of 1,200 manufacturing firms was undertaken in order to examine the relationships between logistics competency, logistics performance, and financial performance, using exploratory factor analysis and the structural equation modelling technique. Four logistics competencies, namely, integration and knowledge competency, customer focused logistics competency, measurement competency, and agility competency were identified. The research findings revealed that (1) logistics competency was significantly related to logistics performance but not significantly associated with financial performance, and (2) logistics performance was positively associated with financial performance. These findings also implied that logistics competency has an indirect effect on financial performance through logistics performance. This finding confirmed the “world-class” logistics competencies (i.e. positioning, integration, agility, and measurement) as identified by MSUGLRT (1995). In addition, it suggests that logistics competency in a huge geographic area such as America can have the same effect in a smaller geographic area such as Taiwan.
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Carla Brega, Samuel Briones, Jana Javornik, Margarita León and Mara Yerkes
This paper aims to assess the design of national-level flexible work arrangement (FWA) policies, evaluating their potential to serve as an effective resource for employees to work…
Abstract
Purpose
This paper aims to assess the design of national-level flexible work arrangement (FWA) policies, evaluating their potential to serve as an effective resource for employees to work flexibly depending on how they set the stage for flexibility claims that will be subject to industrial and workplace dynamics.
Design/methodology/approach
Using a capability approach, the authors conceptualize and operationalize two aspects of FWA policy design, namely accessibility and availability. The authors' analysis allows for an understanding of how the availability and accessibility of national FWA policies explicitly and implicitly restrict or facilitate flexible working in a structural manner. The study focuses on countries with differing working time regimes and gender norms on work and care: the Netherlands, Spain and Slovenia.
Findings
The authors' findings highlight how FWA accessibility is broader when national policy is specified and FWA availability is not conditional to care. In Spain and Slovenia, access to FWAs depends on whether employees have care responsibilities, which reduces accessibility and reinforces gender imbalances in care provision. In contrast, the Netherlands provides FWAs universally, resulting in wider availability and accessibility of FWAs for employees regardless of their care responsibilities. Despite this universal provision, gender imbalances remain.
Originality/value
The originality of this paper lies in its conceptualization and operationalization of FWAs at the national level using a capability approach. The study adds to the existing literature on flexible working and provides insights for policymakers to design more effective FWAs.
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Oh Kyoung Kwon, Ha-Neul Han and Hye-Min Chung
Previous approaches have employed the SCOR model for evaluating supply chain management, and in particular, have focused on cash-to-cash cycle time (C2C). This paper reviews the…
Abstract
Previous approaches have employed the SCOR model for evaluating supply chain management, and in particular, have focused on cash-to-cash cycle time (C2C). This paper reviews the Supply Chain Index (SCI) developed by Supply Chain Insight LLC, which evaluates supply chain performance based on balance, strength, and resiliency. The main aim of this study is to review SCI as a new methodology to measure performance management, as well as to apply C2C for a case study of Korean firms, to compare and present differences for further complementary application.
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Parin Parikh and Christopher S. Dutt
A continuous issue which plagues all service businesses is the process of handling complaints. Whilst the topic has been relatively well explored, extant literature has failed to…
Abstract
Purpose
A continuous issue which plagues all service businesses is the process of handling complaints. Whilst the topic has been relatively well explored, extant literature has failed to fully explore how staff demographics influence the methods in which they manage complaints.
Design/methodology/approach
A qualitative approach was adopted with semi-structured interviews. A purposeful sample was selected, inviting managers from hotels in Dubai to share their views on factors affecting the complaint management process, including the impact of staff demographics.
Findings
Staff demographics were found to have an impact on staff's approach to handle complaints. However, participants generally felt that, with sufficient experience, the impact of many of these influences would be negated.
Originality/value
Literature on complaint management has considered numerous mitigating factors affecting the complaint management process. The impact of staff demographics on how they receive and respond to complaints has not been thoroughly explored.
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Oh Kyoung Kwon, Soobi Lee, Hye Min Chung, Prem Chhetri and Ok Soon Han
This study aims to evaluate the network robustness of major Asian airlines and to explore which airport types have the greatest impact on robustness. We also analyze airports’…
Abstract
This study aims to evaluate the network robustness of major Asian airlines and to explore which airport types have the greatest impact on robustness. We also analyze airports’ specific brokerage roles and their impacts on the robustness of the entire air route network. We select 10 major Asian full-service airlines that operate the main passenger terminals at the top-ranked hub airports in Asia. Data is collected from the Official Airline Guide passenger route dataset for 2017. The results of the network robustness analysis show that Air China and China Eastern Airlines have relatively high network robustness. In contrast, airlines with broader international coverage, such as Japan Airlines, Korean Air, and Singapore Airlines have higher network vulnerability. The measure of betweenness centrality has a greater impact on the robustness of air route networks than other centrality measures have. Furthermore, the brokerage role analysis shows that Chinese airports are more influential within China and Asia but are less influential globally when compared to other major hub airports in Asia. Incheon International Airport, Singapore Changi Airport, Hong Kong International Airport, and Narita International Airport play strong “liaison” roles. Among the brokerage roles, the liaison role has a greater impact on the robustness of air route networks.
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Oh Kyoung Kwon, Soobi Lee, Hye Min Chung, Prem Chhetri and Ok Soon Han
This study aims to evaluate the network robustness of major Asian airlines and to explore which airport types have the greatest impact on robustness. We also analyze airports’…
Abstract
This study aims to evaluate the network robustness of major Asian airlines and to explore which airport types have the greatest impact on robustness. We also analyze airports’ specific brokerage roles and their impacts on the robustness of the entire air route network. We select 10 major Asian full-service airlines that operate the main passenger terminals at the top-ranked hub airports in Asia. Data is collected from the Official Airline Guide passenger route dataset for 2017. The results of the network robustness analysis show that Air China and China Eastern Airlines have relatively high network robustness. In contrast, airlines with broader international coverage, such as Japan Airlines, Korean Air, and Singapore Airlines have higher network vulnerability. The measure of betweenness centrality has a greater impact on the robustness of air route networks than other centrality measures have. Furthermore, the brokerage role analysis shows that Chinese airports are more influential within China and Asia but are less influential globally when compared to other major hub airports in Asia. Incheon International Airport, Singapore Changi Airport, Hong Kong International Airport, and Narita International Airport play strong “liaison” roles. Among the brokerage roles, the liaison role has a greater impact on the robustness of air route networks.
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María A. Bretos, Sergio Ibáñez-Sánchez and Carlos Orús
The purpose of this paper is to investigate how previous literature has analyzed the role of augmented reality and virtual reality in the field of tourism, distinguishing between…
Abstract
Purpose
The purpose of this paper is to investigate how previous literature has analyzed the role of augmented reality and virtual reality in the field of tourism, distinguishing between studies focused on one technology or the other as both have characteristics that profoundly differentiate them.
Design/methodology/approach
This study carries out a critical review to assess and synthesize the literature on augmented reality and virtual reality in tourism. Literature searches are conducted using various keywords, resulting in a selection of 84 articles (19 on augmented reality and 65 on virtual reality) from 39 indexed journals.
Findings
The research findings demonstrate an increasing scholarly focus on exploring the application of virtual reality and augmented reality within the realm of tourism. These results highlight a noticeable progression in recent years with respect to different matters, such as methodologies, used theories or considered variables, among others. Based on these results, it is proposed a future research agenda that seeks to establish a cohesive framework and drive the development of both augmented reality and virtual reality research in tourism.
Originality/value
By conducting an individual and comparative review of the literature on the application of augmented reality and virtual reality in tourism, this research helps elucidate the specific lines of research for each technology while providing a better understanding of how each technology can be used to generate effective tourist experiences.
Propósito
El objetivo de este artículo es investigar cómo la literatura previa ha analizado el papel de la realidad aumentada y la realidad virtual en el ámbito del turismo, distinguiendo entre estudios centrados en una u otra tecnología ya que ambas tienen características que las diferencian profundamente.
Diseño/Metodología/Enfoque
Este estudio realiza una revisión crítica para evaluar y sintetizar la literatura sobre realidad aumentada y realidad virtual en turismo. Se realizan búsquedas de literatura utilizando diversas palabras clave, que dan como resultado la selección de 84 artículos (19 sobre realidad aumentada y 65 sobre realidad virtual) procedentes de 39 revistas indexadas.
Conclusiones
Los resultados de la investigación demuestran que existe un interés creciente en explorar la aplicación de la realidad virtual y la realidad aumentada en el ámbito del turismo. Asimismo, se pone de manifiesto una notable progresión en los últimos años con respecto a diferentes cuestiones, como las metodologías aplicadas, las teorías empleadas o las variables consideradas, entre otras. A partir de estos resultados, se propone una agenda de investigación futura que pretende establecer un marco cohesionado e impulsar el desarrollo de la investigación en el ámbito tanto de la realidad aumentada como de la realidad virtual en turismo.
Originalidad
Al realizar una revisión individual y comparativa de la literatura sobre la aplicación de la realidad aumentada y la realidad virtual en el turismo, esta investigación ayuda a esclarecer las líneas de investigación específicas de cada tecnología a la vez que proporciona una mejor comprensión de cómo cada tecnología puede ser utilizada para generar experiencias turísticas efectivas.
目的
本文旨在研究以往的文献是如何分析增强现实和虚拟现实在旅游领域的作用的, 并对侧重于其中一种技术或另一种技术的研究加以区分, 因为这两种技术都有深刻区别于其他技术的特点。
设计/方法/途径
本研究通过批判性综述来评估和归纳有关旅游业中增强现实和虚拟现实技术的文献。通过使用各种关键词进行文献检索, 从 39 种索引期刊中筛选出 84 篇文章(19 篇关于增强现实技术, 65 篇关于虚拟现实技术)。
研究结果
研究结果表明, 学术界越来越重视探索虚拟现实和增强现实在旅游业中的应用。这些结果突显了近年来在方法论、采用的理论或考虑的变量等不同方面的明显进步。在这些成果的基础上, 提出了未来的研究议程, 旨在建立一个具有凝聚力的框架, 推动旅游业中增强现实和虚拟现实研究的发展。
独创性
本研究通过对增强现实和虚拟现实技术在旅游业中应用的文献进行单独和比较审查, 有助于阐明每种技术的具体研究方向, 同时让人们更好地了解如何使用每种技术来产生有效的旅游体验。
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Francesca Magno and Giovanna Dossena
Many firms are investing in digital services to improve customer experiences. Virtual service agents, or “e-service agents” (“e-agents”) such as chatbots, are examples of these…
Abstract
Purpose
Many firms are investing in digital services to improve customer experiences. Virtual service agents, or “e-service agents” (“e-agents”) such as chatbots, are examples of these efforts. Chatbots are types of virtual-assistant software programs that interact with users through speech or text. This paper aims to investigate whether the perceived hedonic and utilitarian attributes of chatbots can influence customer satisfaction and, consequently, their relationships with brands.
Design/methodology/approach
Data were collected through a questionnaire-based survey among a sample of Italian consumers. A convenience sampling technique was used. Data were then analyzed through Partial Least Squares Structural Equation Modeling to provide a prediction-oriented model assessment. The findings were then complemented with an importance–performance map analysis (IPMA) to gain more detailed insights and actionable guidelines for managers.
Findings
The findings highlighted that the perceived hedonic and utilitarian attributes of chatbots positively influenced customer satisfaction and improved customer relationships with the brands. However, the IMPA highlighted that the performance levels of two most important attributes – system quality and experience with chatbot – could be improved resulting in additional improvements of customer satisfaction.
Practical implications
This study suggests the importance of firms’ investments in and adoption of e-agents to strengthen consumer–brand relationships and of considering both the hedonic and utilitarian attributes of their e-agents.
Originality/value
This article attempts to enrich and consolidate the growing body of literature concerning the impacts of new technologies – and, specifically, chatbots – in service marketing.
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Jung Cheol Shin, Rae Soo Park and Jay M. Chung
This paper reviews the history of OCIO (outsourced chief investment officer) and surveys the critical success factors of OCIO business in Korea. The market size of OCIO business…
Abstract
This paper reviews the history of OCIO (outsourced chief investment officer) and surveys the critical success factors of OCIO business in Korea. The market size of OCIO business in Korea has rapidly grown up, and the asset management for the retirement pension fund is expected to be the blue ocean for OCIO business. Survey study for OCIO business shows that the main interest of incumbent OCIOs and the potential candidates of Korea is the profitability, although OCIOs in the major foreign financial markets have their main interest in the risk management and/or the effectiveness of in-house supports. This result suggests that the potential OCIOs who prepare the entrance to the OCIO business should consider the needs and/or the purpose of the OCIO adopters and their practical constraints. OCIOs should develop their own unique professional field rather than the general expertise. Also, the Korean financial regulator is supposed to introduce the financial institutions specialized in OCIO business only.
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