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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…

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

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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

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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…

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

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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…

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3904

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

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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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1217

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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Article
Publication date: 5 June 2018

Atanu Chaudhuri, Iskra Dukovska-Popovska, Nachiappan Subramanian, Hing Kai Chan and Ruibin Bai

The purpose of the paper is to identify the multiple types of data that can be collected and analyzed by practitioners across the cold chain, the ICT infrastructure…

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3076

Abstract

Purpose

The purpose of the paper is to identify the multiple types of data that can be collected and analyzed by practitioners across the cold chain, the ICT infrastructure required to enable data capture and how to utilize the data for decision making in cold chain logistics.

Design/methodology/approach

Content analysis based literature review of 38 selected research articles, published between 2000 and 2016, was used to create an overview of data capture, technologies used for collection and sharing of data, and decision making that can be supported by the data, across the cold chain and for different types of perishable food products.

Findings

There is a need to understand how continuous monitoring of conditions such as temperature, humidity, and vibration can be translated to support real-time assessment of quality, determination of actual remaining shelf life of products and use of those for decision making in cold chains. Firms across the cold chain need to adopt appropriate technologies suited to the specific contexts to capture data across the cold chain. Analysis of such data over longer periods can also unearth patterns of product deterioration under different transportation conditions, which can lead to redesigning the transportation network to minimize quality loss or to take precautions to avoid the adverse transportation conditions.

Research limitations/implications

The findings need to be validated through further empirical research and modeling. There are opportunities to identify all relevant parameters to capture product condition as well as transaction data across the cold chain processes for fish, meat and dairy products. Such data can then be used for supply chain (SC) planning and pricing products in the retail stores based on product conditions and traceability information. Addressing some of the above research gaps will call for multi-disciplinary research involving food science and engineering, information technologies, computer science and logistics and SC management scholars.

Practical implications

The findings of this research can be beneficial for multiple players involved in the cold chain like food processing companies, logistics service providers, ports and wholesalers and retailers to understand how data can be effectively used for better decision making in cold chain and to invest in the specific technologies, which will suit the purpose. To ensure adoption of data analytics across the cold chain, it is also important to identify the player in the cold chain, which will drive and coordinate the effort.

Originality/value

This paper is one of the earliest to recognize the need for a comprehensive assessment for adoption and application of data analytics in cold chain management and provides directions for future research.

Details

The International Journal of Logistics Management, vol. 29 no. 3
Type: Research Article
ISSN: 0957-4093

Keywords

Content available

Abstract

Details

Industrial Management & Data Systems, vol. 115 no. 8
Type: Research Article
ISSN: 0263-5577

Content available
Article
Publication date: 2 February 2015

Hing Kai Chan and Alain Yee Loong Chong

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305

Abstract

Details

Industrial Management & Data Systems, vol. 115 no. 1
Type: Research Article
ISSN: 0263-5577

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Article
Publication date: 1 February 2011

Maruf Hasan, Nga T. Trinh, Felix T.S. Chan, Hing Kai Chan and Sai Ho Chung

The purpose of this paper is to investigate the reasons for implementing enterprise resource planning (ERP) systems in Australia and the issues encountered during the…

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4706

Abstract

Purpose

The purpose of this paper is to investigate the reasons for implementing enterprise resource planning (ERP) systems in Australia and the issues encountered during the course of implementation.

Design/methodology/approach

A questionnaire survey is conducted, research frame is selected from the Australian manufacturing sector and a final list of 350 Australian manufacturing companies was prepared from which 79 responses were received, representing a response rate of 23 per cent.

Findings

The paper finds that the planned and actual use of ERP systems is pervasive in the Australian manufacturing sector, with both small and large companies implementing or planning to implement an ERP system. It was also revealed that ERP system implementation benefits are concentrated more in quickly providing high‐quality information within firm.

Research limitations/implications

Respondents are limited to Australian companies, and results may be regional in nature. Further study is suggested to benchmark the result of this research to other countries.

Originality/value

Provide insights on ERP implementation at least to the Australian companies and hopefully to companies in other countries.

Details

Industrial Management & Data Systems, vol. 111 no. 1
Type: Research Article
ISSN: 0263-5577

Keywords

Content available
Downloads
706

Abstract

Details

Industrial Management & Data Systems, vol. 115 no. 5
Type: Research Article
ISSN: 0263-5577

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