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Article
Publication date: 17 August 2023

Jinsoo Hwang, Kyu-Hyeon Joo, Heather Markham Kim and Kwang-Woo Lee

The purpose of this study examined the effect of the eight dimensions of consumer innovativeness on brand satisfaction. In addition, this study investigated how brand satisfaction…

Abstract

Purpose

The purpose of this study examined the effect of the eight dimensions of consumer innovativeness on brand satisfaction. In addition, this study investigated how brand satisfaction affects brand preference and brand loyalty. Lastly, how brand preference plays to form brand loyalty was also explored.

Design/methodology/approach

A survey was conducted via an online platform with the participants using an online firm in South Korea to evaluate the proposed research model. The data was collected from 326 people who used a coffee shop where robots provide the services.

Findings

The data analysis results indicated that the five dimensions of consumer innovativeness, which include novelty seeking, openness, quality experience seeking, hedonic experience seeking and social distinctiveness, aid to enhance brand satisfaction. Furthermore, it was discovered that brand satisfaction plays an important role with the formation of brand preference and brand loyalty.

Originality/value

There are few studies which focus how coffee consumers assess the value of a coffee brand. Thus, it would be meaningful to examine what impacts of consumer innovativeness exist in regards to robotic barista services that are related to brand satisfaction, brand preference and brand loyalty.

研究目的

本研究考察了消费者创新性的八个维度对品牌满意度的影响。此外, 本研究还调查了品牌满意度如何影响品牌偏好和品牌忠诚度。最后, 还探讨了品牌偏好在形成品牌忠诚度方面的作用。

研究方法

本研究通过在线平台在韩国进行了一项调查, 参与者使用一家提供机器人服务的咖啡店进行评估。数据收集自326名在该咖啡店使用服务的顾客。

研究发现

数据分析结果表明, 包括新奇寻求、开放性、品质体验寻求、享乐体验寻求和社交独特性在内的五个消费者创新性维度有助于提高品牌满意度。此外, 品牌满意度在品牌偏好和品牌忠诚度的形成中起着重要作用。

研究创新

目前很少有研究关注咖啡消费者如何评估咖啡品牌的价值。因此, 对于与品牌满意度、品牌偏好和品牌忠诚度相关的机器人咖啡师服务消费者创新性影响的研究具有重要意义。

Article
Publication date: 14 March 2023

Jinsoo Hwang, Hyunjoon Kim and Heather Markham Kim

This study aims to examine the differences among memorable brand experience, brand preference and behavioral intentions based on the type of service providers, such as robot…

Abstract

Purpose

This study aims to examine the differences among memorable brand experience, brand preference and behavioral intentions based on the type of service providers, such as robot servers and human servers. In addition, this study investigated the relationships among the four concepts.

Design/methodology/approach

The data was collected from 296 customers who experienced robot servers and from 307 customers who experienced human servers.

Findings

The data analysis results indicated that there was a statistical difference with the mean value of the five concepts according to the type of employee. The results also revealed that memorable brand experience has a positive influence on brand preference, which in turn positively influences intentions to use, word-of-mouth and willingness to pay more.

Originality/value

This study attempted to find the difference between robot servers and human servers in memorable brand experience, brand preference and behavioral intentions in the restaurant industry for the first time.

研究目的

本研究旨在根据服务提供商的类型(例如机器人服务员和人工服务员)检查令人难忘的品牌体验、品牌偏好和行为意图之间的差异。 此外, 本研究调查了四个概念之间的关系。

研究设计/方法/途径

数据收集自 296 名体验过机器人服务器的客户和 307 名体验过人工服务器的客户。

研究发现

数据分析结果表明, 根据员工类型, 五个概念的平均值存在统计差异。 结果还表明, 难忘的品牌体验对品牌偏好有积极影响, 进而对使用意向、口碑和支付更多的意愿产生积极影响。

研究独创性/价值

这项研究首次试图找出机器人服务员和人工服务员在餐饮业令人难忘的品牌体验、品牌偏好和行为意图方面的差异。

Details

Journal of Hospitality and Tourism Technology, vol. 14 no. 3
Type: Research Article
ISSN: 1757-9880

Keywords

Article
Publication date: 15 November 2022

Jinkyung Jenny Kim, Heather Markham Kim and Jinsoo Hwang

This study aims to develop a theoretical model to identify the importance of brand modernity with the moderating role of human baristas and robot baristas.

Abstract

Purpose

This study aims to develop a theoretical model to identify the importance of brand modernity with the moderating role of human baristas and robot baristas.

Design/methodology/approach

A total of 333 samples were collected from a coffee shop where robots provide the services, and 354 samples were collected in a coffee shop where people provide the services.

Findings

The data analysis showed that brand modernity has a positive effect on brand attitude, which in turn positively affects brand attachment and brand loyalty. In addition, there is a moderating role in regard to the type of employee in the relationship between brand modernity and brand attachment and brand attitude and brand loyalty.

Originality/value

This study is different from the previous studies, because it used two types of employees, which included a human barista and a robot barista, as a moderating variable with the formation of brand attitude, brand attachment and brand loyalty.

研究目的

本研究开发了一个理论模型, 以通过人类咖啡师和机器人咖啡师的调节来确定品牌现代性的重要性。

研究设计/方法/途径

本研究从机器人提供服务的咖啡店收集了 333 个样本, 在员工提供服务的咖啡店收集了 354 个样本。

研究结果

数据分析表明, 品牌现代性对品牌态度有积极影响, 进而对品牌依恋和品牌忠诚度产生积极影响。此外, 员工类型在品牌现代性与品牌依恋、品牌态度和品牌忠诚度的关系中具有调节作用。

研究原创性/价值

本研究不同于以往的研究, 因为它使用了两种类型的员工, 包括人类咖啡师和机器人咖啡师, 作为调节变量参与品牌态度、品牌依恋和品牌忠诚度的形成。

Details

Journal of Hospitality and Tourism Technology, vol. 13 no. 5
Type: Research Article
ISSN: 1757-9880

Keywords

Article
Publication date: 14 November 2022

Heather Markham Kim, Jawad Abbas, Muhammad Zia Ul Haq, JungHoon (Jay) Lee and Jinsoo Hwang

This study examined the effect of brand modernity on brand love. In addition, this study investigated how brand love affects behavioral intentions including intentions to use…

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Abstract

Purpose

This study examined the effect of brand modernity on brand love. In addition, this study investigated how brand love affects behavioral intentions including intentions to use, word-of-mouth and willingness to pay more. Lastly, this study explored the differences between robot servers and human servers in the five concepts mentioned above.

Design/methodology/approach

Data were collected from 300 people who experienced robot servers and from 318 people who experienced human servers.

Findings

The results of data analysis revealed that brand modernity has a positive influence on brand love, which in turn positively affects intentions to use, word-of-mouth and willingness to pay more. Additionally, it was found that there were statistical differences with the mean value of the five concepts based on the type of employee, such as robot servers and human servers.

Originality/value

Unlike prior research, the difference between robot servers and human servers was investigated by focusing more on the brand in this study, and such findings can be considered as important theoretical implications of this study.

Details

Asia Pacific Journal of Marketing and Logistics, vol. 35 no. 7
Type: Research Article
ISSN: 1355-5855

Keywords

Open Access
Book part
Publication date: 4 June 2021

Jane Bailey, Nicola Henry and Asher Flynn

While digital technologies have led to many important social and cultural advances worldwide, they also facilitate the perpetration of violence, abuse and harassment, known as…

Abstract

While digital technologies have led to many important social and cultural advances worldwide, they also facilitate the perpetration of violence, abuse and harassment, known as technology-facilitated violence and abuse (TFVA). TFVA includes a spectrum of behaviors perpetrated online, offline, and through a range of technologies, including artificial intelligence, livestreaming, GPS tracking, and social media. This chapter provides an overview of TFVA, including a brief snapshot of existing quantitative and qualitative research relating to various forms of TFVA. It then discusses the aims and contributions of this book as a whole, before outlining five overarching themes arising from the contributions. The chapter concludes by mapping out the structure of the book.

Details

The Emerald International Handbook of Technology-Facilitated Violence and Abuse
Type: Book
ISBN: 978-1-83982-849-2

Keywords

Article
Publication date: 11 February 2022

Taylor Jade Willmott and Sharyn Rundle-Thiele

Theory remains underused in social marketing despite many potential benefits that may arise if theory is concretely and consistently applied. In response to ongoing calls for…

1176

Abstract

Purpose

Theory remains underused in social marketing despite many potential benefits that may arise if theory is concretely and consistently applied. In response to ongoing calls for standardised frameworks and methods, this study aims to present a four-step theory application process with the aim of supporting improved theory use across the entire social marketing process.

Design/methodology/approach

The role and importance of theory application in behaviour change is outlined alongside an integrative review and critical analysis of theory application in social marketing. To address key challenges impeding rigorous theory use, the theory selection, iterative schematisation, theory testing and explicit reporting of theory use (TITE) four-step theory application process is proposed. Evidence-based guidance, current best practice examples, and a worked example are provided to illustrate how the TITE process may be initially followed.

Findings

Low levels and poor quality of theory use suggest social marketing researchers and practitioners need further support in rigorously applying theories across the life of an intervention. The TITE process leverages the known benefits of theory use and capitalises on the reciprocal relationship that may be enacted between theory selection, iterative schematisation, theory testing and explicit reporting of theory use.

Research limitations/implications

The TITE process delivers a standardised framework that aims to stimulate rigorous theory application and explicit reporting of theory use in social marketing. Clear theory application and reporting will permit a more fine-grained understanding of intervention effectiveness to be established by shifting away from a simple dichotomous view of effectiveness (success or failure) to unpacking the “active ingredients” contributing to observed outcomes.

Practical implications

The evidence-based guidance and best practice examples provided for each step of the TITE process will increase the accessibility and usability of theory among practitioners. With time the TITE process will support practitioners by delivering a robust theory base that can be reliably followed to further extend on social marketing’s effectiveness.

Originality/value

This paper draws on interdisciplinary methods and resources to propose a standardised framework – the TITE process – designed to support rigorous theory application and explicit reporting of theory use in social marketing. Refinement, uptake and widespread implementation of the TITE process will improve theory use and support the creation of a shared language, thereby advancing social marketing’s cumulative knowledge base over time.

Details

Journal of Social Marketing, vol. 12 no. 2
Type: Research Article
ISSN: 2042-6763

Keywords

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