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1 – 10 of over 70000Sangyung Lee and Young Hoon Kim
With the competitive nature of golf club operations, understanding the loyalty formation process is crucial for maintaining a competitive edge. This study investigated the…
Abstract
Purpose
With the competitive nature of golf club operations, understanding the loyalty formation process is crucial for maintaining a competitive edge. This study investigated the sequential developmental stages of consumer loyalty, progressing through cognitive, affective, and conative stages.
Design/methodology/approach
The study conducted a survey targeting consumers who have experienced golf club services in the United States. This study operationalized reliability and trust as key indicators of the cognitive stage, hedonic motivation and social engagement as indicators of the affective stage, and loyalty as the indicator of the conative stage.
Findings
Using structural equation modeling (SEM), this study found that reliability has a significantly positive influence on trust. Trust has a significantly positive influence on hedonic motivation and loyalty. Furthermore, hedonic motivation has a significantly positive influence on social engagement and loyalty.
Originality/value
By integrating these findings within the Cognitive-Affective-Conative (CAC) framework, this study contributes to both the theoretical literature on consumer loyalty and provides practical insights for golf club management.
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Cognitive computing is part of AI and cognitive applications consists of cognitive services, which are building blocks of the cognitive systems. These applications mimic the human…
Abstract
Cognitive computing is part of AI and cognitive applications consists of cognitive services, which are building blocks of the cognitive systems. These applications mimic the human brain functions, for example, recognize the speaker, sense the tone of the text. On this paper, we present the similarities of these with human cognitive functions. We establish a framework which gathers cognitive functions into nine intentional processes from the substructures of the human brain. The framework, underpins human cognitive functions, and categorizes cognitive computing functions into the functional hierarchy, through which we present the functional similarities between cognitive service and human cognitive functions to illustrate what kind of functions are cognitive in the computing. The results from the comparison of the functional hierarchy of cognitive functions are consistent with cognitive computing literature. Thus, the functional hierarchy allows us to find the type of cognition and reach the comparability between the applications.
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Hamsanandini Umasuthan, Oun-Joung Park and Jong-Hyun Ryu
The purpose of this study is to assess the comparative influence of two empathy dimensions (cognitive and emotional attributes) on emotional service experience and behavioral…
Abstract
Purpose
The purpose of this study is to assess the comparative influence of two empathy dimensions (cognitive and emotional attributes) on emotional service experience and behavioral intention among business and leisure hotel guests. Studies relevant to empathy dimensions are relatively scarce in tourism and hospitality.
Design/methodology/approach
The current study reviewed the concepts of empathy, and empirically compared perceptions of empathy attributes between the two groups. The survey was intended to examine how well the hotel employees emotionally handle hotel guests’ incidents or inquiries related to any discomforts through personalized attention. The data were collected from 330 hotel guests who had actually complained about service failures while staying at the hotel during the record-breaking summer of 2013 in terms of number of visitors to Jeju. An active empathetic listening (AEL) tool has been taken to measure the hotel guest’s cognitive views and behavioral intentions, as well as emotional empathy measures under the empathic concern and emotional contagion.
Findings
The results revealed that empathetic dimensions strongly influenced the service experiences of hotel guests. While the emotional service experience of business guests was almost completely determined by the cognitive empathy, the emotional service experience of the leisure guests was mainly governed by the emotional empathy.
Practical implications
These outcomes suggest that the empathetic services through a “purpose of visit”-oriented manner might enhance the guest’s overall emotion positively.
Originality/value
According to the prior literatures and empirical findings in hospitality and tourism, empathy can be seen as subscale in SERVQUAL instrument. This paper focus on insights of empathy dimensions, and it was revealed that the interaction of both the cognitive and emotional dimensions of empathy conjointly determines the overall emotional service experience and intention of hotel guests.
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Sampath Kumar Ranganathan, Vivek Madupu, Sandipan Sen and John R. Brooks
The purpose of this study is to identity cognitive and affective determinants of customer loyalty towards e-mail services, including interrelationships, and to understand the…
Abstract
Purpose
The purpose of this study is to identity cognitive and affective determinants of customer loyalty towards e-mail services, including interrelationships, and to understand the process by which the cognitive and affective antecedents influence customer loyalty.
Design/methodology/approach
An online survey was conducted to gather data from Gmail users. Data were analyzed using structural equation modeling.
Findings
Results indicate electronic service quality and e-trust (cognitive) impact customer loyalty through affective variables like emotions, satisfaction, e-trust (affective) and affective commitment. Results also indicate that e-mail service providers who intend to build long term relationships with their customers will benefit by investing in emotional factors along with cognitive factors.
Research limitations/implications
A predominantly male audience responded to the research query based on one e-mail service setting. Based on the responses, it was determined that e-mail service providers can benefit by building emotional bonds with customers. Enhancing consumption emotions leads to development of emotional bonds and customer loyalty.
Originality/value
Much of the extant literature has examined the role played by cognitive antecedent variables in determining e-loyalty. Studies that researched the role of affective variables are scant. This paper is unique in that it examines both cognitive and affective variables in determining e-loyalty. This study differs from other studies in that it uses antecedents such as emotions, affective commitment, and e-trust (affective) to determine customer loyalty toward e-mail services. Interrelationships among the antecedents were also explored.
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Dan Huang, Qiurong Chen, Songshan (Sam) Huang and Xinyi Liu
Drawing on the cognitive–affective–conative framework, this study aims to develop a model of service robot acceptance in the hospitality sector by incorporating both cognitive…
Abstract
Purpose
Drawing on the cognitive–affective–conative framework, this study aims to develop a model of service robot acceptance in the hospitality sector by incorporating both cognitive evaluations and affective responses.
Design/methodology/approach
A mixed-method approach combining qualitative and quantitative methods was used to develop measurement and test research hypotheses.
Findings
The results show that five cognitive evaluations (i.e. cuteness, coolness, courtesy, utility and autonomy) significantly influence consumers’ positive affect, leading to customer acceptance intention. Four cognitive evaluations (cuteness, interactivity, courtesy and utility) significantly influence consumers’ negative affect, which in turn positively affects consumer acceptance intention.
Practical implications
This study provides significant implications for the design and implementation of service robots in the hospitality and tourism sector.
Originality/value
Different from traditional technology acceptance models, this study proposed a model based on the hierarchical relationships of cognition, affect and conation to enhance knowledge about human–robot interactions.
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Zizhen Geng, Chao Liu, Xinmei Liu and Jie Feng
– The purpose of this study is to empirically test and extend knowledge of the effects of emotional labor of frontline service employee.
Abstract
Purpose
The purpose of this study is to empirically test and extend knowledge of the effects of emotional labor of frontline service employee.
Design/methodology/approach
The authors examined the effects of emotional labor (surface acting and deep acting) on frontline employee creativity, as well as the mediating effects of different kinds of job stress (hindrance stress and challenge stress) on the relationship between emotional labor and creativity. The research hypotheses were tested using data collected from 416 service employee–supervisor dyads in 82 Chinese local restaurants.
Findings
Results show that surface acting is negatively related to and deep acting is positively related to frontline employee creativity; surface acting is positively related to hindrance stress, while deep acting is positively related to challenge stress; and hindrance stress mediates the relationship between surface acting and creativity.
Originality/value
This study extends the consequences of emotional labor to frontline employee creativity from a cognitive perspective. It also advances knowledge about the effects of emotional labor on stress by classifying different kinds of job stress caused by different cognitive appraisals of surfacing acting and deep acting, and revealing the role of hindrance stress as psychological mechanism through which surface acting affects creativity.
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Lisan Fan, Cailing Feng, Mulyadi Robin and Xiaoyu Huang
Transformational leadership and service performance of civil servants greatly affect the government’s administrative effectiveness. However, there are few studies on the influence…
Abstract
Purpose
Transformational leadership and service performance of civil servants greatly affect the government’s administrative effectiveness. However, there are few studies on the influence mechanism of transformational leadership on service performance in the context of public organizations. Based on the social exchange theory, this study aims to construct and examine the dual path mediating process of affective trust and cognitive trust for the effects of transformational leadership on service performance.
Design/methodology/approach
Drawing from 268 supervisor–subordinate dyads civil servants at the municipal level in China across three waves.
Findings
Both affective trust and cognitive trust partly mediated the relationships between transformational leadership and service performance, which supported the underlying theoretical mechanism of social exchange theory and transformational leadership theory in explaining the dual relationship between leaders and subordinates. This study innovatively and empirically examined the effects of transformational leadership on service performance through dual trust in civil servants in China, thus bridging the gap in this knowledge.
Originality/value
This study innovatively and empirically examined the effects of transformational leadership on service performance through dual trust in civil servants in China, thus bridging the gap in this knowledge.
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Alice Scavarda and Angela Genova
In Italy, policies and services devoted to persons with disabilities, particularly those with cognitive disabilities, are still characterised by institutional segmentation and are…
Abstract
In Italy, policies and services devoted to persons with disabilities, particularly those with cognitive disabilities, are still characterised by institutional segmentation and are focused on the medical model and therefore on rehabilitation, rather than on social participation, despite the formal ratification of the UNCRPD in 2009. This chapter analyses the pandemic impact by focusing on daily services, as a central service of welfare disability policy, and investigating if the pandemic has strengthened the dominant medical view, or if it has been an opportunity for a more integrated (social and health services) provision of services for people with disabilities, particularly with cognitive disabilities, and their families. Data on two regional case studies show severe differences in implementing national regulation to manage the pandemic at regional level. The difficulties experienced by both families and healthcare and social professionals are similar in the two regions, but the different organisational system concerning social and health care services outlines contexts with different rights.
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Uta Jüttner, Dorothea Schaffner, Katharina Windler and Stan Maklan
The purpose of this paper is to develop and apply the sequential incident laddering technique as a novel approach for measuring customer service experiences. The proposed approach…
Abstract
Purpose
The purpose of this paper is to develop and apply the sequential incident laddering technique as a novel approach for measuring customer service experiences. The proposed approach aims to correspond with the concept's theoretical foundation in the extant literature.
Design/methodology/approach
The paper applies the sequential incident laddering technique to measure customer service experiences. The technique integrates two well‐established methods in service marketing: sequential incident and laddering techniques. The data collected from 41 customers in a hotel and restaurant experience context illustrate that the method corresponds with the key themes of the proposed experience concept and experience formation process.
Findings
Applying the proposed technique reveals first, the customer's cognitive and emotional responses to company stimuli. Second, the salient customer cognitions and emotions across several episodes of the service interaction process are identified. Third, the personal values which drive the customer's service experience are disclosed.
Research limitations/implications
The empirical study is a first illustration of the proposed measurement approach in only one company based on a limited sample size. The methodological contributions and development opportunities for further applications are set out for different contexts and in combination with other methods.
Practical implications
The proposed method integrates customer and company‐related constructs. Therefore, the data collected can provide managers with guidelines for customer service experience design based on detailed customer feedback.
Originality/value
The paper proposes an innovative measurement approach to customer service experiences which can support knowledge development in an important marketing area.
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Yong Liu, Hongxiu Li, Xiaoyu Xu, Vassilis Kostakos and Jukka Heikkilä
The purpose of this paper is to model the effect of alternative products in motivating consumers’ e-service switching behavior in the context of the social network game (SNG…
Abstract
Purpose
The purpose of this paper is to model the effect of alternative products in motivating consumers’ e-service switching behavior in the context of the social network game (SNG) industry. In particular, the effects of both alternative attractiveness and change experience on switching behavior are quantified.
Design/methodology/approach
With the aid of a leading e-service provider in China, 220,000 questionnaires were distributed to the players of a SNG. Valid responses from potential switching users are included in the data analysis. Structural equation modeling technique is utilized to test the research framework.
Findings
The study found that alternative attractiveness negatively affects both the perceived service quality and individual users’ satisfaction with their current SNG. Additionally, alternative attractiveness has a strong and positive impact on both switching intention and behavior. The results show that users’ satisfaction and perceptions on service quality deteriorate significantly when faced with the presence of attractive SNG alternatives. The effect is stronger for the customers used to switching.
Originality/value
The study is among the first to introduce cognitive dissonance theory to explain e-service switching behavior. A number of new hypotheses are proposed, tested and supported. The results of the study illustrate the use of cognitive dissonance as an alternative perspective of understanding users’ switching behavior in a real-world free-choice situation.
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