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The present study aims to investigate the psychometric properties of the picture story exercise (PSE), a tool for measuring implicit motivations in Iran.

The research method is descriptive correlation and was conducted in two studies. In the first study 24 psychology master’s students were selected by convenience sampling method and tested them to check retest and inter-coder reliability. The second study investigated the correlation between self-reports and the PSE test on a sample of managers. Its statistical population comprised all the managers of a refinery company, 50 people were selected by convenience sampling method. To check the concurrent validity of the PSE test, the participants of the second study, completing the PSE, also completed the needs questionnaire of Steers and Porter (1979).

The findings showed that the PSE test in the Iranian sample had high retest reliability (0.62 on mean) and inter-coder reliability (0.87 on mean), and, following previous research, it does not show a significant relationship with self-reported motives.

PSE can be used in future research as a tool that has demonstrated its reliability and validity in the Iranian sample.

Measurement of implicit motives is a practical factor for predicting people’s behavior, the necessity of using tools that can accurately evaluate implicit motives is strongly felt. Taking into account the fact that so far, in Iranian samples, implicit motivations have not been measured, therefore, the current research is trying to answer this question, whether one of the most important and prominent tools that were made for this purpose and used in various studies can also be used in Iranian samples.

The purpose of this paper is to develop and empirically test a process model (comprising of seven dimensions), for identifying online customer engagement patterns leading to recommendation. These seven dimensions are communication, interaction, experience, satisfaction, continued involvement, bonding, and recommendation.

The authors used a non-participant form of netnography for analyzing 849 comments from Australian banks Facebook pages. High levels of inter-coder reliability strengthen the study’s empirical validity and ensure minimum researcher bias and maximum reliability and replicability.

The authors identified 22 unique pattern of customer engagement, out of which nine patterns resulted in recommendation/advocacy. Engagement pattern communication-interaction-recommendation was the fastest route to recommendation, observed in nine instances (or 2 percent). In comparison, C-I-E-S-CI-B-R was the longest route to recommendation observed in ninety-six instances (or 18 percent). Of the eight patterns that resulted in recommendation, five patterns (or 62.5 percent) showed bonding happening before recommendation.

The authors limited the data collection to Facebook pages of major banks in Australia. The authors did not assess customer demography and did not share the findings with the banks.

The findings will guide e-marketers on how to best engage with customers to enhance brand loyalty and continuously be in touch with their clients.

Most models are conceptual and assume that customers typically journey through all the stages in the model. The work is interesting because the empirical study found that customers travel in multiple different ways through this process. It is significant because it changes the way the authors understand patterns of online customer engagement.

The purpose of this paper is to introduce, apply and compare how artificial intelligence (AI), and specifically the IBM Watson system, can be used for content analysis in marketing research relative to manual and computer-aided (non-AI) approaches to content analysis.

To illustrate the use of AI-enabled content analysis, this paper examines the text of leadership speeches, content related to organizational brand. The process and results of using AI are compared to manual and computer-aided approaches by using three performance factors for content analysis: reliability, validity and efficiency.

Relative to manual and computer-aided approaches, AI-enabled content analysis provides clear advantages with high reliability, high validity and moderate efficiency.

This paper offers three contributions. First, it highlights the continued importance of the content analysis research method, particularly with the explosive growth of natural language-based user-generated content. Second, it provides a road map of how to use AI-enabled content analysis. Third, it applies and compares AI-enabled content analysis to manual and computer-aided, using leadership speeches.

For each of the three approaches, nine steps are outlined and described to allow for replicability of this study. The advantages and disadvantages of using AI for content analysis are discussed. Together these are intended to motivate and guide researchers to apply and develop AI-enabled content analysis for research in marketing and other disciplines.

To the best of the authors’ knowledge, this paper is among the first to introduce, apply and compare how AI can be used for content analysis.

This paper aims at understanding the dynamics underlying toleration as a complex social phenomenon and its pattern on Facebook during the June 30th revolution in Egypt. Thanks to the huge advances in ICT, internet-mediated research (IMR) has become one of the most prominent research methodologies in social sciences. Discussions on social network sites cannot be neglected in studying the dynamics complex and emerging social phenomena such as changes in public opinion, culture, attitudes and virtues.

To fulfill this aim, the researchers used web content analysis as a method inside IMR paradigm to analyze the discussions on Tamarrod’s Facebook page in the period from June 30th to July 5th and to examine the emerging overall pattern of toleration.

The results show indications that toleration is inherent in the Egyptian culture, and that the Egyptian society still keeps its reputation as a highly tolerant society, even in crises periods where tensions are witnessed everywhere. Moreover, the results also show that the web content analysis process proposed in this study is highly reliable and valid.

The importance of the study lies in introducing a computational and empirical approach to analyze web content in a semi-automated way and proving its validity and reliability to study social phenomena such as toleration.

Managerial cognition is a fundamental area informing all sub-fields in strategy, and therefore, a systematic review of the methodological choices of premier strategy publications aids cognition researchers in choosing methods. However, past studies have given little attention to the methods recently published in premier journals. This chapter both illustrates a common cognitive method – content analysis – and uses it to analyze the methodological content of 573 publications from two prominent management journals. Our findings provide cognition scholars with useful information about current methodological standards. Our findings also will help students choose methods courses and will spark a healthy debate about methodological expectations.

The purpose of this paper is to explore and compare the core operating values of Catholic and Buddhist entrepreneurs.

The study is an empirical investigation of the value-orientations of Catholic and Buddhist entrepreneurs in Hungary. By applying qualitative content analysis, document analysis and qualitative comparative analysis, the study presents the distinctive spiritual values in business.

Regardless of their different approach, Catholic and Buddhist value-orientations are implemented in the same value-dimensions that are: the ontological conceptions, procedural aspects, and the other-directedness of business activities.

The findings substantiate the understanding of the behavior and the motivations of spiritually value-oriented entrepreneurs, furthermore Catholic and Buddhist values may serve as inspirations of genuine ethical behavior in business. By promoting these values a more ethical, more sustainable economic framework can be established.

Spiritual values are studied by comparing the value-orientations of Catholic and Buddhist entrepreneurs. Furthermore, the study explores Catholic social teaching and Buddhist economics, and their practical implementation in a comparative way.

A holistic understanding of sources that evoke customer emotions is essential for creating a positive emotional customer experience (ECX). Despite a significant focus on the cognitive aspect of customer experience and traditional customer behaviours (e.g. loyalty and satisfaction), limited attention has been paid to ECX and co-creation behaviours. The purpose of this paper is to address this important knowledge gap by identifying different emotions and prominent sources of ECX (i.e. emotion triggers and constructors) during service interactions. By doing so, key customer co-creation behaviours are also identified, which help enhance positive customer experience.

A combined application of the appraisal theory and thematic analysis was used to explore ECX, its sources and co-creation behaviours as observed from 1,063 TripAdvisor customer reviews of luxury hotels in Ireland.

The results show that a single service interaction can evoke multiple emotions during the interaction process. The findings capture prominent emotions that customers experience and various important emotion triggers (physical environment, service management and offerings and human interaction) and constructors (customer expectation, accumulated service experience and culture fusion and authenticity). Three main customer co-creation behaviours (reinforcing intention, active and resourceful behaviours), which help facilitate the co-creation of positive customer emotions, are also identified.

The study proposes a new framework that provides unique insights into ECX to guide service improvement and innovation. A novel approach of applying the appraisal theory to a netnographic study is used to develop an ECX framework, which integrates various emotion triggers and constructors, and subsequent customer co-creation behaviours in the hotel industry.

The purpose of this study is to evaluate freely available machine translation (MT) services' performance in translating metadata records.

Randomly selected metadata records were translated from English into Chinese using Google, Bing, and SYSTRAN MT systems. These translations were then evaluated using a five point scale for both fluency and adequacy. Missing count (words not translated) and incorrect count (words incorrectly translated) were also recorded.

Concerning both fluency and adequacy, Google and Bing's translations of more than 70 percent of test data received scores equal to or greater than three, representative of “non‐native Chinese” and “much coverage,” respectively. SYSTRAN scored lowest in both measures. However, these differences were not statistically significant. A Pearson correlation analysis demonstrated a strong relationship (r=0.86) between fluency and adequacy. Missing count and incorrect count strongly correlated with fluency and adequacy.

Most existing digital collections can be accessed in English alone. Few digital collections in the USA support multilingual information access (MLIA) that enables users of differing languages to search, browse, recognize and use information in the collections. Human translation is one solution, but it is neither time nor cost effective for most libraries. This study serves as a first step to understand the performance of current MT systems and to design effective and efficient MLIA services for digital collections.

To explore the hypothesis that differences in intellectual capital disclosure (ICD) practices can be explained, if in part, by industrial sector (traditional; knowledge intensive) and nationality of origin (Italy; UK).

Content analysis of the annual reports of two reasonably matched samples of both high‐technology and traditional non‐financial firms in Italy and the UK. Univariate and multivariate analyses are then used to test the hypothesis proposed.

Size and industrial sector are found to be predictors of levels of ICD; the hypothesis relating nationality of origin to ICD is not supported.

The main limitation relates to sample size due to the onerous nature of this form of research. Further research following this matched‐sample methodology should attempt to maximise sample sizes allowing for the incorporation of more specific nationally of origin factors.

Owing to the increasing importance of intangibles and intellectual capital, how these are reported is of interest to a large range of stakeholders. There is, as yet, no universally accepted form, or indeed regulation, of ICD.

The matched‐sample methodology on international ICD comparison expands on extant approaches.

The purpose of this study is to investigate the use of co‐browse in live chat, customers' question types, referral to subject experts, and patrons' usage patterns as experienced in the virtual reference (VR) chat reference services at Texas A&M University Libraries.

Chat transcripts from 2005 to 2007 were sampled and analyzed by peer reviewers. Statistical data in that period were also examined. A set of methods and a pilot study were created to define the measurement components such as question types, expert handling, and co‐browsing.

Co‐browsing is used in 38 percent of the sampled chat sessions. The Texas A&M University live chat service group considers co‐browsing a useful feature. Of questions received on VR, 84 percent are reference questions. Only 8.7 percent of the total questions or 10 percent of the reference questions need to be answered by subject experts. The use of VR increases dramatically in the past two years at the Texas A&M University. The findings also reveal users' logon patterns over weekdays and weekends.

The study contributes and advances understanding in the role VR plays in a large academic library and the role co‐browsing plays in VR services. The study also provides a comprehensive method for transcript and usage data analysis. It is believed that a similar methodology may be replicated elsewhere by other institutions engaging similar services or evaluation.