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The purpose of this paper is to use the consumer-based discrepancy theory to examine consumers’ behavioral motivations for using mobile devices and the factors that…
The purpose of this paper is to use the consumer-based discrepancy theory to examine consumers’ behavioral motivations for using mobile devices and the factors that influence the rapid diffusion of Chinese mobile devices in Nigeria.
Data were collected using focus group interviews with samples cutting across users, technicians and experts from Port Harcourt, Nigeria’s industrial capital. This study conducted a thematic analysis of the data with NVivo Pro 11 for deductive coding.
The authors found that weak regulatory environment opened the Nigerian mobile market to the influx of mobile devices from Chinese local manufacturers. Though largely absent in developed markets, Chinese mobile devices are household names in Africa, particularly Nigeria. Having studied the Nigerian market, Chinese mobile device manufacturers have incorporated features and specifications in their mobile devices that are adapted specifically to this market. Our findings also show that these “China phones and tablets” are significantly inferior to those manufactured by global brands. However, consumer complaints have led to significant improvements in their quality. Consequently, due to their successful diffusion, Nigeria is being used as a launching pad to other African countries.
While the study could not look at the economic, environmental and health implications of the high death rate of the mobile devices, it however provides useful insights on the application of the consumer-based discrepancy theory: expectation vs performance, in the Nigerian mobile market context.
The study is the first to empirically examine the diffusion of Chinese mobile devices in one of the key emerging markets in Africa. The study provides blueprint for the local regulatory authorities on how to strengthen their regulatory oversight and also advances critical understanding on how Chinese mobile device manufacturers can improve their technologies and optimize market opportunity in Africa.
Purpose: The information-intensive nature of the tourism and hospitality industry requires regular communication between firms and customers. Yet, customer service…
Purpose: The information-intensive nature of the tourism and hospitality industry requires regular communication between firms and customers. Yet, customer service personnel’s high contact levels with customers often lead to customer dissatisfaction arising from embarrassment in emotion-inducing service encounters. Accordingly, such companies have been seeking a cost-effective means of maintaining consistency in customer contact. Thus, it seems that the future of chatbots is here.
Design/methodology/approach: This chapter examines chatbots in two ways: the technical composition and its adoption by tourism firms. The technical perspective is represented by a diagram which espouses the functioning of chatbots from inputs query to output reply. On its adoption by tourism firms, two main organizational theories were proposed.
Findings: While chatbots are diffusing rapidly in other areas, their use in the tourism and hospitality industry remains low. We have examined the role of chatbots in various areas of the tourism and hospitality industry and highlighted the barriers to their successful adoption. By applying a conceptual and theoretical approach, our study used a hybrid of institutional theory and organizational learning theory and diagrammatically espouses how the integration of these theories can aid subsequent studies to understand the environmental and organization-specific factors influencing chatbots adoption.
Research limitations/implications: This study is conceptual, consequently, we recommend future studies to empirical test and validate our proposed conceptual framework.
Originality/value: This study is one of the earliest studies that advances firm-level adoption of chatbots by integrating two key organizational theories.