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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: 7 June 2021

En-Yi Chou, Haw-Yi Liang and Jiun-Sheng Chris Lin

Leveraging the power of corporate social responsibility (CSR) is strategically important to corporations. Although various studies have explored the positive effects of CSR, few…

Abstract

Purpose

Leveraging the power of corporate social responsibility (CSR) is strategically important to corporations. Although various studies have explored the positive effects of CSR, few have been devoted to the investigation of CSR related to service employees from the internal marketing perspective. Therefore, this study fills this research gap by developing a conceptual model based on social influence theory to explain how internal CSR initiatives affect service employees' attitudes and behaviors.

Design/methodology/approach

This study develops and empirically tests a theoretical model examining the impact of internal CSR initiatives (i.e. internal dissemination of and management support for CSR) on service employees' attitudes toward an organization (i.e. employee–company identification and value congruence), which ultimately enhance their organizational citizenship behaviors (OCBs) toward customers, other employees and the organization. Survey data from 271 frontline employees of service firms actively involved in CSR-related activities were examined with structural equation modeling.

Findings

The results suggest that perceived internal dissemination of and management support for CSR affect service employees' citizenship behaviors toward customers, other employees and the organization through the mediation of employee–company identification and value congruence.

Practical implications

Internal CSR initiatives are highly related to service employees' various OCBs that are beneficial to improving the service performance of firms. Therefore, it is imperative for companies to devote attention to internal marketing dissemination while promoting CSR. In addition, as managers' attitudes and behaviors trickle down to employees, service supervisors' support of CSR activities plays a significant role in forming employee perceptions of a firm's CSR dedication.

Originality/value

This study represents one of the first to view internal CSR initiatives as an effective internal marketing lever. Moreover, the relationship between internal CSR initiatives and service employees' OCBs – OCB toward customers, other employees and the organization – is proposed and tested with an empirical model, providing significant contributions.

Details

Journal of Service Theory and Practice, vol. 31 no. 6
Type: Research Article
ISSN: 2055-6225

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: 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: 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: 15 June 2012

Shuling Liao and En‐yi Chou

This study aims to examine the social capital and technical determinants of knowledge adoption intentions in virtual communities and to explore the differences between posters and…

2254

Abstract

Purpose

This study aims to examine the social capital and technical determinants of knowledge adoption intentions in virtual communities and to explore the differences between posters and lurkers.

Design/methodology/approach

An online survey was conducted with a sample of 318 virtual community participants for a structural equation model test.

Findings

The structural and cognitive social capital, peer influence, and perceived usefulness positively contribute to virtual community participants' attitudes and intentions toward knowledge adoption. Lurkers' attitudes are more influenced by network ties, reciprocity norms, shared vision, and perceived usefulness, whereas posters are more affected by social trust and shared language.

Research limitations/implications

The results produced in the Chinese context may not fully apply to other cultures.

Practical implications

Devising effective strategies to increase social capital and content value is crucial for fostering virtual community members' positive attitudes toward knowledge adoption.

Originality/value

This study is one of the first to combine and examine social capital and technology acceptance theories with regard to the knowledge adoption intentions of posters and lurkers in virtual communities.

Details

Online Information Review, vol. 36 no. 3
Type: Research Article
ISSN: 1468-4527

Keywords

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