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1 – 10 of 69
Article
Publication date: 17 June 2020

Yichuan Wang, Minhao Zhang, Ying Kei Tse and Hing Kai Chan

Underpinned by the lens of Contingency Theory (CT), the purpose of this paper is to empirically evaluate whether the impact of social media analytics (SMA) on customer…

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Abstract

Purpose

Underpinned by the lens of Contingency Theory (CT), the purpose of this paper is to empirically evaluate whether the impact of social media analytics (SMA) on customer satisfaction (CS) is contingent on the characteristics of different external stakeholders, including business partners (i.e. partner diversity), competitors (i.e. localised competition) and customers (i.e. customer engagement).

Design/methodology/approach

Using both subjective and objective measures from multiple sources, we collected primary data from 141 hotels operating in Greece and their archival data from TripAdvisor and the Hellenic Chamber of Hotels (HCH) database to test the hypothesised relationships. Data were analysed through structural equation modelling.

Findings

This study confirms the positive association between SMA and CS, but it remains subject to the varied characteristics of external stakeholders. We find that an increase in CS due to the implementation of SMA is more pronounced for firms that (1) adopt a selective distribution strategy where a limited number of business partners are chosen for collaboration or (2) operate in a highly competitive local environment. The results further indicate that high level of customer engagement amplifies the moderating effect of partner diversity (when it is low) and localised competition (when it is high) on the SMA–CS relationship.

Originality/value

The study provides novel insights for managers on the need to consider external stakeholder characteristics when implementing SMA to enhance firms' CS, and for researchers on the value of studying SMA implementation from the CT perspective.

Details

International Journal of Operations & Production Management, vol. 40 no. 5
Type: Research Article
ISSN: 0144-3577

Keywords

Article
Publication date: 5 September 2023

Weihua Liu, Zhixuan Chen, Tsan-Ming Choi, Paul Tae-Woo Lee, Hing Kai Chan and Yongzheng Gao

This study aims to explore the impact of carbon neutral announcements on “stock market value” of publicly listed companies in China.

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Abstract

Purpose

This study aims to explore the impact of carbon neutral announcements on “stock market value” of publicly listed companies in China.

Design/methodology/approach

The event study approach is adopted. Market, market-adjusted, Carhart four-factor model and a cross-sectional regression model are employed to examine the impacts of carbon neutral announcements on “stock market value” of Chinese companies based on data from 188 carbon neutral announcements.

Findings

Carbon neutral announcements positively impact Chinese shareholder value. Carbon neutral announcements at the strategic level have a more positive and significant impact on Chinese stock market value. Innovative carbon neutral announcements do not significantly cause Chinese stock market reactions. Companies have more positive and significant stock market reactions when the companies make carbon neutral announcements that reflect high supply chain network resilience and heterogeneity and strong supply chain network relationships.

Practical implications

The findings uncover the business value of carbon neutral activities and provide operations managers in developing countries insights into how to improve enterprises' market value by actively implementing carbon neutral activities.

Originality/value

This paper is the first trial to apply an event study to examine the relationship between carbon neutral announcements and Chinese stock market value from the perspective of announcement level and type and supply chain networks. This paper introduces corporate reputation theory and enriches the application of corporate reputation theory in the field of low-carbon environmental protections and supply chains.

Details

International Journal of Operations & Production Management, vol. 44 no. 4
Type: Research Article
ISSN: 0144-3577

Keywords

Article
Publication date: 31 December 2020

Hing Kai Chan, Alain Yee Loong Chong and Zhao Cai

Abstract

Details

Industrial Management & Data Systems, vol. 121 no. 1
Type: Research Article
ISSN: 0263-5577

Article
Publication date: 2 June 2023

Garry Wei-Han Tan, Eugene Cheng-Xi Aw, Tat-Huei Cham, Keng-Boon Ooi, Yogesh K. Dwivedi, Ali Abdallah Alalwan, Janarthanan Balakrishnan, Hing Kai Chan, Jun-Jie Hew, Laurie Hughes, Varsha Jain, Voon Hsien Lee, Binshan Lin, Nripendra P. Rana and Teck Ming Tan

Ever since its emergence, the metaverse has presented opportunities and disruptions to every stakeholder, including individual users and organizations. This article aims to offer…

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Abstract

Purpose

Ever since its emergence, the metaverse has presented opportunities and disruptions to every stakeholder, including individual users and organizations. This article aims to offer valuable perspectives on six identified critical areas that the metaverse could significantly impact: marketing ethics, marketing communication, relationship marketing, retail marketing, supply chain management and transportation management.

Design/methodology/approach

Through a multi-perspective approach, this paper gathers valuable perspectives from various invited contributors to each of the six identified key areas that the metaverse could significantly impact.

Findings

For each key area identified, the invited contributors first share their valuable perspectives by discussing the roles of the metaverse. Subsequently, the invited contributors discuss their views on vital opportunities, challenges and research agenda concerning the metaverse.

Originality/value

With the widespread metaverse, it is expected that each key area identified is likely to undergo significant levels of disruption. Against this backdrop, this paper contributes to the academic literature and industry by gathering different perspectives from invited contributors on the relevance of the metaverse in marketing and logistics domains.

Details

Asia Pacific Journal of Marketing and Logistics, vol. 35 no. 12
Type: Research Article
ISSN: 1355-5855

Keywords

Article
Publication date: 2 May 2017

Ha Minh Vu, Hing Kai Chan, Ming K. Lim and Anthony S.F. Chiu

The purpose of this paper is to develop an approach to measure business sustainability in food service operations. The main objectives are to understand the concepts of business…

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Abstract

Purpose

The purpose of this paper is to develop an approach to measure business sustainability in food service operations. The main objectives are to understand the concepts of business sustainability and, after constructing a framework based on a literature review, to assess the relation between the proposed framework and the empirical case study in a fast food retailer chain.

Design/methodology/approach

In order to examine the applicability of the proposed framework, focus group interview and face-to-face interviews were conducted. Additionally, some other secondary data such as official websites or company reports were also used to support the interview results.

Findings

Finding of the research result has shown most of the factors of business sustainability employed to measure sustainability food service operations are supported.

Originality/value

This study contributes to the literature by showing that environmental and social sustainability are significantly recognized in the corporation. More importantly, through the data analysis, a new factor of social sustainability, namely, community contribution has been found. The contribution of this paper is certainly applicable to other food service operations who wish to achieve a good degree of business sustainability.

Details

Benchmarking: An International Journal, vol. 24 no. 4
Type: Research Article
ISSN: 1463-5771

Keywords

Article
Publication date: 1 February 2022

Chao Liang, Bai Liu and Hing Kai Chan

China is the only major economy in the world that has achieved positive gross domestic product (GDP) growth in 2020. The paper aims to explore the effect of China's public policy…

Abstract

Purpose

China is the only major economy in the world that has achieved positive gross domestic product (GDP) growth in 2020. The paper aims to explore the effect of China's public policy restarting supply and consumption after coronavirus disease-2019 (COVID-19).

Design/methodology/approach

Affected by the epidemic, global economic growth slowed down. Using the stock price data of Chinese A-share listed company, combining natural experiment and event study method, the paper examines the policy effects of work resumption and consumer vouchers.

Findings

Compared with demand capacity, the work resumption has a more significant role in promoting the supply industry. Issuing consumer vouchers can effectively promote local demand recovery, and the effect is mainly concentrated in the industries involved in consumption vouchers. At the same time, public management capacity and the income level of residents play an important role in restarting supply and demand.

Practical implications

Understanding China's public policies and effects are of positive significance to the restoration of economic development in other countries.

Originality/value

The study contributes to knowledge by empirically examining the effect of China's public policies against the COVID-19 pandemic. The paper also expands the scope of policy-oriented research based on the perspective of supply and demand capacity building.

Details

International Journal of Emerging Markets, vol. 18 no. 11
Type: Research Article
ISSN: 1746-8809

Keywords

Article
Publication date: 1 October 2020

Lina Zhong, Xiaoya Zhang, Jia Rong, Hing Kai Chan, Jinyu Xiao and Haoyu Kong

Robots, as the crystallization of new artificial intelligence, are being applied in various fields, especially the hotel industry. They are seizing the opportunities, using…

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Abstract

Purpose

Robots, as the crystallization of new artificial intelligence, are being applied in various fields, especially the hotel industry. They are seizing the opportunities, using technology to improve the overall quality and comprehensive competitiveness. However, they also cause many problems due to practical limitations. The purpose of this paper is to study customers' recognition and acceptance of hotel service robots to guide the successful promotion of this technology.

Design/methodology/approach

This paper proposed a comprehensive model based on the theory of planned behavior, the technology acceptance model and then the perceived value-based acceptance model. Exploratory factor analysis, confirmatory factor analysis, grouped regression analysis and path analysis was adopted to validate the impacts of each variable to obtain the final reliable model using data collected from hotel guests using a self-designed questionnaire.

Findings

The empirical research based on the theoretical model shows that the constructed conceptual model can thoroughly explain the influencing factors of hotel robot acceptance, enrich the acceptance theory and provide academic support for the use and popularization of hotel service robots. Among all variables, attitude, usefulness and perceived value are the factors that have the greatest impact on acceptance. They have significant differences in the effects of adjustment variables such as gender, educational level, whether hotel robots have been used, and whether other robot services have been experienced on different paths in the model.

Practical implications

This paper explored the customer acceptance of service robots in hotels, helped to understand the process of decision-making on service robot selection and contributed to the theoretical extension of the hospitality industry. The work guides hotel management to promote better-personalized products and services of robot technology in the hospitality industries.

Originality/value

The acceptance study on hotel service robots provides insight into the hotel industry to understand customers' attitudes and acceptance of emerging technology.

Details

Industrial Management & Data Systems, vol. 121 no. 6
Type: Research Article
ISSN: 0263-5577

Keywords

Article
Publication date: 12 March 2024

Bai Liu, Tao Ju, Jiarui Lu and Hing Kai Chan

This research investigates whether focal firms employ strategic supply chain information disclosure, focusing on the concealment of supplier and customer identities, as part of…

Abstract

Purpose

This research investigates whether focal firms employ strategic supply chain information disclosure, focusing on the concealment of supplier and customer identities, as part of their supply chain environmental risk management strategies (supplier sustainability risk and customer loss risk, respectively).

Design/methodology/approach

Using a panel dataset of Chinese listed firms from 2009 to 2019 and utilizing the suppliers’ environmental punishment of peer firms (peer events) as an exogenous shock and employing ordinary least squares (OLS) estimation, this study conducts a regression analysis to test how focal firms disclose the identities of their suppliers and customers.

Findings

Our results indicate that focal firms prefer to hide the identities of their suppliers and customers following the environmental punishment of peer firms’ suppliers. In addition, supplier concentration weakens the effect of withholding supplier identities, whereas customer concentration strengthens the effect of hiding customer identities. Mechanism analysis shows that firms hide supplier identities to avoid their reputation being affected and hide customer identities to prevent the deterioration of customers’ reputations and thus impact their market share.

Originality/value

Our study reveals that reputation spillover is another crucial factor in supply chain transparency. It is also pioneering in applying the anonymity theory to explain focal firms’ information disclosure strategy in supply chains.

Details

International Journal of Operations & Production Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0144-3577

Keywords

Article
Publication date: 12 December 2023

Ying Chen, Hing Kai Chan and Zhao Cai

Using perspectives from the technology affordance and social capital theories, this study aims to unpack the process through which platform-enabled co-development unfolds in…

Abstract

Purpose

Using perspectives from the technology affordance and social capital theories, this study aims to unpack the process through which platform-enabled co-development unfolds in supply chain contexts. Specifically, it explores how innovation outcomes can be fostered through platform affordances and supply chain relationship (SCR) capital.

Design/methodology/approach

The paper integrates literature on digital platforms, SCRs and co-development to produce an integrative framework, developing propositions on the relationships among digital platforms, SCR capital and innovation outcomes.

Findings

The authors identify affordances for distinctive strategic use of platforms: value co-creation, relationship building and strategic learning. The authors discuss ways in which each affordance contributes to the advances in SCR capital, thus altogether enabling focal firms to orchestrate and integrate internal and external resources to attain incremental and radical innovation.

Research limitations/implications

Based on the proposed research framework, further empirical studies can use quantitative data to measure the relationship between affordances and SCR capital and use longitudinal case studies to explore how affordances and SCR capital evolve to provide more fine-grained and contextualised information in different research settings.

Originality/value

This paper sheds light on how the relation between the adoption of digital platforms and SCR capital shapes digitally enabled service co-development. The authors provide an alternative explanation of resource integration in platform-mediated supply chain contexts and enrich the related literature on how digital platforms can maximise value from introducing ambidextrous innovation by leveraging internal and external resources.

Details

Journal of Business & Industrial Marketing, vol. 39 no. 5
Type: Research Article
ISSN: 0885-8624

Keywords

Article
Publication date: 25 October 2018

Qiuyan Zhong, Shuyuan Liang, Li Cui, Hing Kai Chan and Yue Qiu

The purpose of this paper is to analyse consumer purchasing behaviour in different cultural settings by exploring the value of consumer reviews from various countries.

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Abstract

Purpose

The purpose of this paper is to analyse consumer purchasing behaviour in different cultural settings by exploring the value of consumer reviews from various countries.

Design/methodology/approach

This study uses online review mining technology to collect, process and analyse user review data from multiple countries. The main procedures of this research are data collection, data pre-processing, feature extraction and sentiment analysis. Online reviews from the American, British and Indian websites for the iPhone 5s are analysed.

Findings

Every country has unique cultural characteristics, and these cultural differences affect consumers’ perceptions, attitudes and purchasing behaviours. The results show that consumers from different countries exhibit different levels of attention towards the same product and have different emotional inclinations for the same product feature. In addition, the study also identified the advantages and disadvantages of the product.

Limitations implications

The user reviews provide abundant feedback information that serves as a good intelligence resource for companies. Under the premise of different language habits, this paper uses a universal approach to analyse consumer behaviour from online reviews in different countries, which can help reveal consumers’ emotional inclination towards each feature of a product. This approach can be extended to other brands of mobile phones or other industries.

Practical implications

Multinational companies should analyse the cultural characteristics of target groups when proposing transnational development strategies. Companies can understand the perceptions of their products based on the consumer reviews and can formulate their marketing and product strategies by considering consumer purchasing behaviours arising from cultural differences.

Originality/value

This study identifies differences in consumer behaviour in different cultural settings by using a data mining method, which can help companies understand consumer perceptions and the performance and quality of product features.

Details

Kybernetes, vol. 48 no. 6
Type: Research Article
ISSN: 0368-492X

Keywords

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