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1 – 10 of over 2000
Article
Publication date: 12 October 2020

Jaewon Yoo, Jing Chen and Gary L. Frankwick

To reduce costs, many banks have increased customer involvement during the creation and delivery of their products and services. Based on a job demands-resources (JD-R) model…

Abstract

Purpose

To reduce costs, many banks have increased customer involvement during the creation and delivery of their products and services. Based on a job demands-resources (JD-R) model, this study tests an inverted U-shaped curvilinear relationship between perceived customer participation and employee work engagement. Customer orientation (CO) and service employee perceived fit with customers (PCF) moderate this relationship, which eventually affect both the internal and external benefits of service-employee work engagement.

Design/methodology/approach

The authors collected survey data from 518 service employees in the South Korean banking and insurance industries and analyzed the data using structural equation modeling (SEM).

Findings

The results indicate that perceived customer participation (PCP) has a significant inverted U-shape effect on work engagement. Results also suggest that CO and PCF have positive relationships with work engagement. In addition, they moderate the inverted U-shaped relationship between service employee PCP and work engagement, while work engagement positively affects organizational citizenship, job satisfaction and commitment.

Research limitations/implications

The authors empirically identify a curvilinear effect of PCP on work engagement. In doing so, the authors introduce and operationalize the new construct: PCF and suggest PCF and CO as unique job resources for service employees. The authors also examine these constructs as predictors based on a motivational process and as moderators based on a strain (energetic) process.

Practical implications

From a managerial perspective, examining the curvilinear relationships of customer participation and work engagement suggests that front-line employees’ (FLEs’) PCP does not necessarily enhance the economic benefits of productivity gains by using customers as substitutes for portions of employee labor. Another finding with managerial relevance indicates that service employees, who have more CO and PCF, showed more tolerant attitudes toward unnecessary and excessive levels of customer participation and regarded it as a job resource.

Originality/value

This study explains that researchers must consider the positive and negative sides of customer participation simultaneously because frontline employee PCP can be changed depending on the level of participation provided by customers. This study also shows that CO can be assumed as a personal resource and PCF as an environmental resource in the work engagement process.

Article
Publication date: 16 December 2020

Yaxin Ming, Jing (Elaine) Chen and Chenxi Li

This study aims to investigate the effect of acquisition modes on customer behavioral loyalty to enrich our knowledge of the effectiveness of acquisition modes and how to better…

Abstract

Purpose

This study aims to investigate the effect of acquisition modes on customer behavioral loyalty to enrich our knowledge of the effectiveness of acquisition modes and how to better target customers in the service industry.

Design/methodology/approach

Using a data set from a large commercial bank in China, this study conducts a series of empirical analyses to examine the impacts of two types of acquisition modes (i.e. the gift acquisition mode and customer referral) on customer behavioral loyalty.

Findings

Gift acquisition has a negative effect on customer behavioral loyalty, as measured by the dropout probability, consumption amount and consumption frequency. Furthermore, this negative relationship could be weakened if the customer is referred by an existing customer.

Originality/value

Although prior studies have investigated the effectiveness of some acquisition modes in terms of customer loyalty, customer acquisition through the provision of gifts, which is widely implemented in marketing practice, has not been well investigated. This study addresses this research gap and identifies the joint influence of acquisition modes on customer behavioral loyalty, further enriching our knowledge of the effectiveness of different acquisition modes.

Details

International Journal of Bank Marketing, vol. 39 no. 1
Type: Research Article
ISSN: 0265-2323

Keywords

Article
Publication date: 9 May 2023

Jing Chen, Hongli Chen and Yingyun Li

Cross-app interactive search has become the new normal, but the characteristics of their tactic transitions are still unclear. This study investigated the transitions of daily…

Abstract

Purpose

Cross-app interactive search has become the new normal, but the characteristics of their tactic transitions are still unclear. This study investigated the transitions of daily search tactics during the cross-app interaction search process.

Design/methodology/approach

In total, 204 young participants' impressive cross-app search experiences in real daily situations were collected. The search tactics and tactic transition sequences in their search process were obtained by open coding. Statistical analysis and sequence analysis were used to analyze the frequently applied tactics, the frequency and probability of tactic transitions and the tactic transition sequences representing characteristics of tactic transitions occurring at the beginning, middle and ending phases. 

Findings

Creating the search statement (Creat), evaluating search results (EvalR), evaluating an individual item (EvalI) and keeping a record (Rec) were the most frequently applied tactics. The frequency and probability of transitions differed significantly between different tactic types. “Creat? EvalR? EvalI? Rec” is the typical path; Initiate the search in various ways and modifying the search statement were highlighted at the beginning phase; iteratively creating the search statement is highlighted in the middle phase; Moreover, utilization and feedback of information are highlighted at the ending phase. 

Originality/value

The present study shed new light on tactic transitions in the cross-app interactive environment to explore information search behaviour. The findings of this work provide targeted suggestions for optimizing APP query, browsing and monitoring systems.

Details

Information Technology & People, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0959-3845

Keywords

Article
Publication date: 1 June 2023

Jaewon Yoo, Jing Chen and Gary L. Frankwick

This study aims to employ conservation of resources (COR) theory to explain how customer support, customer power, customer orientation (CO) and product complexity impact frontline…

Abstract

Purpose

This study aims to employ conservation of resources (COR) theory to explain how customer support, customer power, customer orientation (CO) and product complexity impact frontline employees (FLEs) work engagement.

Design/methodology/approach

Partial least square structural equation modeling (PLS-SEM) was used to analyze data collected from 1,620 South Korean insurance salespeople using an on-line survey.

Findings

Results show that customer support, customer power and CO will bring more FLEs work engagement, and product complexity negatively dilutes the work engagement gained from customer support.

Practical implications

The results of this study suggest that firms should encourage FLEs to share their experiences and tactics in dealing with customer power and stimulate supportive customer behaviors. Since complex products, particularly financial products, require more explanation and information exchange for customers to understand them, managers might include simulations, videos and role-playing in training programs to show salespeople how to handle customers when attempting to sell these products.

Originality/value

This study investigates the effects of customer cognitive and emotional support on FLEs work engagement and also empirically demonstrates the positive effects of customer power.

Details

International Journal of Bank Marketing, vol. 41 no. 6
Type: Research Article
ISSN: 0265-2323

Keywords

Article
Publication date: 20 November 2017

Quan Lu, Qingjun Liu, Jing Chen and Ji Li

Since researchers have utilized text signals to develop a mass of within-document visualization analysis tools for reading aid in a long document, there is an increasing need to…

Abstract

Purpose

Since researchers have utilized text signals to develop a mass of within-document visualization analysis tools for reading aid in a long document, there is an increasing need to study the relationship between readers’ behavior of using text signals for navigation and their reading performance in the tools. The purpose of this paper is to combine the text signals using behavior and reading performance in two kinds of analysis tools to verify their relationship and discover whether there is any efficient reading strategy when using text signals to navigate a long document.

Design/methodology/approach

The methodology is a case study. The authors reviewed related literature first. After explaining the design ideas, interface and functions of THC-DAT and BOOKMARK, which are two reading tools utilizing two main kinds of text signals, one utilizing topics and the other utilizing headings for reading aid, a case study was presented to collect click data on the text signals of participants and their reading effectiveness (score) and efficiency (time).

Findings

The results confirm that the text signals using behavior for navigation has a significant impact on reading efficiency and no impact on reading effectiveness in both BOOKMARK and THC-DAT. The discrete degree of clicks behavior on text signals has an impact on reading efficiency. The using behavior of different types of text signals has different impacts on reading efficiency.

Research limitations/implications

Using text signals for navigation time evenly can help improve reading efficiency. And a basic strategy suggested to readers is focusing on reducing their time to find answers when using text signals for navigation in a long document. As to utilizing the two different kinds of text signals, readers can have different strategies. Accordingly, personalized recommendation based on interval of adjacent clicks will help to improve computer-aided reading tools.

Originality/value

This paper combines the text signals using behavior for navigation and reading performance in two kinds of visual analysis tools, studied the relationship between them and discovers some efficient reading strategies when using text signals for navigation to read a long document.

Details

Library Hi Tech, vol. 35 no. 4
Type: Research Article
ISSN: 0737-8831

Keywords

Article
Publication date: 21 April 2020

Fangliang Huang, Li Sun, Jing Chen and Chaopeng Wu

The purpose of this study is to examine investors’ intention and behavior concerning ex ante information acquirement and ex post claims from the micro-level perspective with the…

Abstract

Purpose

The purpose of this study is to examine investors’ intention and behavior concerning ex ante information acquirement and ex post claims from the micro-level perspective with the deepening of the initial public offering (IPO) reform of China.

Design/methodology/approach

The authors made surveys and collected 932 valid questionnaires from investors in China. The authors also conducted interviews with sophisticated investors, investment bankers and government regulators to obtain first-hand information. Based on the survey results, the authors make the empirical analysis.

Findings

Investors’ attention to the first-hand information of the IPO prospectuses is inadequate. Individuals rely more on second-hand information, while institutions conduct more surveys. The higher the institutional practitioners’ degree of education, the more surveys they make. Only 1/3 investors intend to seek judicial remedy when getting fraud information due to high litigation costs and proof collecting difficulties. The investors who read more about prospectuses in advance are more likely to seek judicial protection afterwards. Compared with investors who know less about government administrative protection measures, those who know more have a low probability to choose “not to seek judicial protection.”

Originality/value

The authors enrich the research studies of IPO information acquisition and investor protection by conducting surveys to get first-hand data. Previous literature mostly makes empirical tests by using proxy variables.

Details

Nankai Business Review International, vol. 11 no. 4
Type: Research Article
ISSN: 2040-8749

Keywords

Article
Publication date: 29 March 2022

Jing Chen and Tianchi Wang

This study aims to investigate the relationship between government subsidies, R&D expenditures and overcapacity, and to explore the heterogeneity effects in different time periods…

Abstract

Purpose

This study aims to investigate the relationship between government subsidies, R&D expenditures and overcapacity, and to explore the heterogeneity effects in different time periods and different types of companies. It can provide theoretical and practical guidance for the development of the photovoltaic industry.

Design/methodology/approach

This paper constructs a mediation model to explore the impact of government subsidies on overcapacity and on R&D expenditures, and to propose an indirect way to disentangle the impact of government subsidies on the creation of overcapacity from the positive aspect of increased R&D expenditures. A total of 94 listed enterprises in the Chinese photovoltaic industry were selected as the sample over the period 2012–2019.

Findings

There was significant overcapacity in the photovoltaic industry. Government subsidies had a positive effect in promoting overcapacity and R&D expenditures. The influence of government subsidies on excess capacity increased and on R&D expenditures decreased over time. Compared with large enterprises, government subsidies the small enterprises received had a greater positive impact on the overcapacity and a smaller positive impact on R&D expenditure. R&D expenditures restrained the influence of government subsidies on overcapacity, but the suppression effect was limited and decreased over time. The indirect effect in small enterprises was greater than that of large enterprises.

Originality/value

This paper studied government subsidies, R&D expenditure and overcapacity in the same framework and used bias-corrected bootstrapping to explore the path of “government subsidies–R&D expenditures–overcapacity”. The heterogeneous effects in different periods and different types of firms are discussed.

Details

Chinese Management Studies, vol. 17 no. 2
Type: Research Article
ISSN: 1750-614X

Keywords

Article
Publication date: 9 February 2021

Jing-Yi Chen

The argument that terror perception and individual time perspectives can affect behaviors has become increasingly relevant. This study analyzed the association of terror…

Abstract

Purpose

The argument that terror perception and individual time perspectives can affect behaviors has become increasingly relevant. This study analyzed the association of terror perception with financial risk and developed an integrated framework of the interaction between terror perception (mortality salience) and time perspective to determine risky investment. People with different time perspectives have different acknowledgments of risk. Two studies of terror perception leading to more or less risky investment choices supported this framework to demonstrate that individuals exhibit more (less) risky investment behavior when terror perception is salient and they have a high (low) present hedonic time perspective.

Design/methodology/approach

Two experiments were performed. Study 1 tested whether TP moderates the effects of terror priming (aging) on risky financial investment. Study 2 tested the effects of terror priming on risky financial investment decisions and the role of gender and the present hedonic TP (PH) in moderating these effects. The following hypotheses were then developed: H1: Participants with high PH primed with the aging condition will select riskier financial investments than those with low PH will (Study 1). H2: Male participants with higher PH primed in the death condition will select riskier financial investments than those in the control condition will (Study 2).

Findings

Because people with different TPs acknowledge risk differently, this article developed a new framework modeling MS on TP in risky investment selection. Two studies representative of MS affecting risky investment decision-making were conducted to test the framework. The results of the two studies indicated that individuals engaged in risky investment behavior more (less) when mortality was salient and the individual had high (low) PH. Moreover, gender influences these results. As anticipated, male participants with higher PH in the death-primed condition selected riskier financial investment than those in the control condition did. Additional research from a broader perspective is warranted.

Originality/value

Many psychological factors of risky decision-making have been discussed, such as motivational systems or situational motivation, self-framing, control orientation, sensation seeking, dishonesty, and ambiguity (Sekścińska et al., 2016). However, few studies have examined temporal framing, also known as time perspective (TP), the psychological concept of a person's relationship with time. This study mainly discusses the effects of terror perception on risky financial decisions by using a theoretical framework based on TP, which influences the effects of MS on risky financial decision-making. When mortality is made salient, individuals with present hedonic TP have behaviors characterized by risk perception. Those with present hedonic TP are more likely to make risky financial investments because they prefer present pleasure and risk over future outcomes (Zimbardo and Boyd, 2015).

Details

Review of Behavioral Finance, vol. 14 no. 3
Type: Research Article
ISSN: 1940-5979

Keywords

Article
Publication date: 12 September 2023

Sumei Yao, Fan Wang, Jing Chen and Quan Lu

Social media texts as a data source in depression research have emerged as a significant convergence between Information Management and Public Health in recent years. This paper…

Abstract

Purpose

Social media texts as a data source in depression research have emerged as a significant convergence between Information Management and Public Health in recent years. This paper aims to sort out the depression-related study conducted on the text on social media, with particular attention to the research theme and methods.

Design/methodology/approach

The authors finally selected research articles published in Web of Science, Wiley, ACM Digital Library, EBSCO, IEEE Xplore and JMIR databases, covering 57 articles.

Findings

(1) According to the coding results, Depression Prediction and Linguistic Characteristics and Information Behavior are the two most popular themes. The theme of Patient Needs has progressed over the past few years. Still, there is a lesser focus on Stigma and Antidepressants. (2) Researchers prefer quantitative methods such as machine learning and statistical analysis to qualitative ones. (4) According to the analysis of the data collection platforms, more researchers used comprehensive social media sites like Reddit and Facebook than depression-specific communities like Sunforum and Alonelylife.

Practical implications

The authors recommend employing machine learning and statistical analysis to explore factors related to Stigmatization and Antidepressants thoroughly. Additionally, conducting mixed-methods studies incorporating data from diverse sources would be valuable. Such approaches would provide insights beneficial to policymakers and pharmaceutical companies seeking a comprehensive understanding of depression.

Originality/value

This article signifies a pioneering effort in systematically gathering and examining the themes and methodologies within the intersection of health-related texts on social media and depression.

Details

Library Hi Tech, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0737-8831

Keywords

Article
Publication date: 21 November 2016

Jing Chen, Dan Wang, Quan Lu and Zeyuan Xu

With a mass of electronic multi-topic documents available, there is an increasing need for evaluating emerging analysis tools to help users and digital libraries analyze these…

Abstract

Purpose

With a mass of electronic multi-topic documents available, there is an increasing need for evaluating emerging analysis tools to help users and digital libraries analyze these documents better. The purpose of this paper is to evaluate the effectiveness, efficiency and user satisfaction of THC-DAT, a within-document analysis tool, in reading a multi-topic document.

Design/methodology/approach

The authors reviewed related literature first, then performed a user-centered, comparative evaluation of two within-document analysis tools, THC-DAT and BOOKMARK. THC-DAT extracts a topic hierarchy tree using hierarchical latent Dirichlet allocation (hLDA) method and takes the context information into account. BOOKMARK provides similar functionality to the Table of Contents bookmarks in Adobe Reader. Three novel kinds of tasks were devised for participants to finish on two tools, with objective results to assess reading effectiveness and efficiency. And post-system questionnaires were employed to obtain participants’ subjective judgments about the tools.

Findings

The results confirm that THC-DAT is significantly more effective than BOOKMARK, while not inferior in efficiency. There is some evidence that suggests THC-DAT can slow down the process of approaching cognitive overload and improve users’ willingness to undertake difficult task. Based on qualitative data from questionnaires, the results indicate that users were more satisfied when using THC-DAT than BOOKMARK.

Practical implications

Adopting THC-DAT in digital libraries or electrical document reading systems contributes to promoting users’ reading performance, willingness to undertake difficult task and general satisfaction. Moreover, THC-DAT is of great value to addressing cognitive overload problem in the information retrieval field.

Originality/value

This paper evaluates a novel within-document analysis tool in analyzing a multi-topic document, and proved that this tool is superior to the benchmark in effectiveness and user satisfaction, and not inferior in efficiency.

Details

Library Hi Tech, vol. 34 no. 4
Type: Research Article
ISSN: 0737-8831

Keywords

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