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Article
Publication date: 7 August 2017

Xiaolan Cui, Shuqin Cai and Yuchu Qin

The purpose of this paper is to propose a similarity-based approach to accurately retrieve reference solutions for the intelligent handling of online complaints.

Abstract

Purpose

The purpose of this paper is to propose a similarity-based approach to accurately retrieve reference solutions for the intelligent handling of online complaints.

Design/methodology/approach

This approach uses a case-based reasoning framework and firstly formalizes existing online complaints and their solutions, new online complaints, and complaint products, problems and content as source cases, target cases and distinctive features of each case, respectively. Then the process of using existing word-level, sense-level and text-level measures to assess the similarities between complaint products, problems and contents is explained. Based on these similarities, a measure with high accuracy in assessing the overall similarity between cases is designed. The effectiveness of the approach is evaluated by numerical and empirical experiments.

Findings

The evaluation results show that a measure simultaneously considering the features of similarity at word, sense and text levels can obtain higher accuracy than those measures that consider only one level feature of similarity; and that the designed measure is more accurate than all of its linear combinations.

Practical implications

The approach offers a feasible way to reduce manual intervention in online complaint handling. Complaint products, problems and content should be synthetically considered when handling an online complaint. The designed procedure of the measure with high accuracy can be applied in other applications that consider multiple similarity features or linguistic levels.

Originality/value

A method for linearly combining the similarities at all linguistic levels to accurately assess the overall similarities between online complaint cases is presented. This method is experimentally verified to be helpful to improve the accuracy of online complaint case retrieval. This is the first study that considers the accuracy of the similarity measures for online complaint case retrieval.

Details

Kybernetes, vol. 46 no. 7
Type: Research Article
ISSN: 0368-492X

Keywords

Article
Publication date: 1 March 2002

Guoyang Liu

In this paper, we introduce the concept of a supporting set for a general system. We study basic properties of supporting sets for a general system, supporting sets for…

Abstract

In this paper, we introduce the concept of a supporting set for a general system. We study basic properties of supporting sets for a general system, supporting sets for subsytems of a system, homomorphic images of supporting sets for a system, and supporting sets for free sums and direct sums of systems.

Details

Kybernetes, vol. 31 no. 2
Type: Research Article
ISSN: 0368-492X

Keywords

Article
Publication date: 27 April 2020

Chia-Hui Shih, Han-Lin Li, Chih-Chien Hu and Bertrand M.T. Lin

TED (Technology, Entertainment, Design, www.ted.com/) Talks has been one of the most popular video systems. However, the current TED Talks system expressed its inquired…

Abstract

Purpose

TED (Technology, Entertainment, Design, www.ted.com/) Talks has been one of the most popular video systems. However, the current TED Talks system expressed its inquired videos as in a two-dimensional (2D) table, which is inconvenient for searching the relationships among videos and tags. This study converts the TED Talks table into a sphere by using optimization techniques to help users search for preferred videos.

Design/methodology/approach

There are five phases in this study as follows. Phase 1: Reorganize data of 36 tags and 108 videos; Phase 2: Allocate tags on the TED sphere; Phase 3: Allocate videos on the TED sphere; Phase 4: Develop an online interactive TED retrieval system; and Phase 5: Perform survey and evaluation.

Findings

One survey demonstrated that the TED Talks sphere is more convenient for searching videos, as it is more user-friendly because of its graphical user interface, more convenient to use, more useful for retrieving information and can facilitate a more responsive search for users’ preferred videos.

Research limitations/implications

The numbers of tags and videos able to be displayed on a sphere is limited by the capacity of an optimization software and hardware.

Practical implications

The proposed sphere system can be used by a large number of users of TED Talks groups.

Social implications

This sphere systems can also be applied to other fields which use 2D forms to display the relationships among objects.

Originality/value

This study uses an optimization method to convert a 2D form into a 3D sphere to highlight the relationships among numerous objects.

Details

The Electronic Library, vol. 38 no. 2
Type: Research Article
ISSN: 0264-0473

Keywords

Article
Publication date: 21 February 2020

Dujun Qiu, Pearl M.C. Lin, Sandra Yanping Feng, Kang-Lin Peng and Daisy Fan

This study aims to investigate the development of Airbnb in China from the perspective of hospitality leaders by identifying the positive and negative effects of Airbnb…

1510

Abstract

Purpose

This study aims to investigate the development of Airbnb in China from the perspective of hospitality leaders by identifying the positive and negative effects of Airbnb development in the country.

Design/methodology/approach

A qualitative approach was adopted to explore the current development of sharing accommodation service in China. Focus group discussions were conducted with the managers and top executives of hotels in China.

Findings

Most of the participants affirmed that the experience of local culture and authenticity are the advantages of staying in this type of informal accommodation. From the viewpoint of hoteliers, traditional accommodation is necessary to rethink their strategies by providing authentic experiences. By contrast, Airbnb service may not seamlessly fit into Chinese culture. The result also indicated that there is a need for government to regulate the informal accommodation platforms.

Practical implications

This study provides views towards Airbnb from the traditional accommodation sector in Mainland China, which can contribute to the future regulation of informal accommodation services.

Originality/value

Chinese market is the leading sector in tourism industry. With the popularity of Airbnb development around the world, Airbnb is still in a developing stage in Mainland China. This study is based on 45 hoteliers and industry professionals in China, who share their views on Airbnb development and how it should move forward. The findings of this study shed light on the informal accommodation service and its future directions in China.

爱彼迎在中国的未来:酒店业领导者的行业观点

目的

这项研究旨在从酒店业领导者的角度调查Airbnb在中国的发展, 以确定Airbnb在中国发展的正面和负面影响。

设计/方法/方法

本文采用定性方法来探索中国共享住宿服务的当前发展。研究组与中国酒店的经理和高层管理人员进行了焦点小组讨论。

结果

大多数参与者表示, 当地文化和真实性的体验是住在Airbnb这种非正式住宿中的优势。从酒店经营者的角度来看, 传统的住宿业需要重新考虑他们的经营策略, 为顾客提供真实的体验。相比之下, Airbnb的服务可能无法无缝融入中国文化。结果还表明, 政府需要规范非正式的住宿平台。

实际含义

该研究提供了中国内地传统住宿业对Airbnb的看法, 这有助于未来对非正式住宿服务的监管。

创意/价值

中国市场是旅游业的主导市场。Airbnb在世界范围内不断普及, 而它在中国内地市场仍处于发展阶段。参与研究的45位中国酒店业者和行业专业人士, 分享了对Airbnb开发的看法以及其之后的发展方向。这项研究的结果阐明了非正式住宿服务在中国的未来发展方向。

El futuro de Airbnb en China: perspectiva de la industria desde el punto de vista de líderes hoteleros

Propósito

Este estudio tiene como objetivo investigar el desarrollo de Airbnb en China desde la perspectiva de líderes hoteleros, mediante la identificación de los efectos positivos y negativos del desarrollo de Airbnb en el país.

Diseño/metodología/enfoque

Se adoptó un enfoque cualitativo para explorar el desarrollo actual del servicio de alojamiento colaborativo en China. Se llevaron a cabo discusiones de grupos focales con los gerentes y altos ejecutivos de hoteles en China.

Resultados

La mayoría de los participantes afirmaron que la experiencia de la cultura local y la autenticidad, son las ventajas de alojarse en este tipo de “alojamiento informal”. Desde el punto de vista de los hoteleros, es necesario que el alojamiento tradicional, repiense sus estrategias proporcionando experiencias auténticas. Por el contrario, el servicio de Airbnb puede no encajar perfectamente en la cultura China. El resultado, también indicó que es necesario que el gobierno regule las “plataformas informales” de alojamiento.

Implicaciones prácticas

El estudio proporciona puntos de vista hacia Airbnb desde el sector de alojamiento tradicional en China continental, que puede contribuir a la futura regulación de los servicios de “alojamiento informal”.

Originalidad/valor

El mercado chino es el sector líder en la industria del turismo. Con la popularidad del desarrollo de Airbnb en todo el mundo, Airbnb aún se encuentra en una etapa de desarrollo en China continental. Este estudio se basa en 45 hoteleros y profesionales de la industria en China al compartir sus puntos de vista sobre el desarrollo de Airbnb y cómo debería avanzar. Los resultados de este estudio arrojan luz sobre el servicio de “alojamiento informal” y sus futuras direcciones en China.

Article
Publication date: 26 August 2020

Yung-Ming Cheng

The purpose of this study is to propose an integrated model based on expectation–confirmation model (ECM), flow theory and human–organization–technology fit framework to…

Abstract

Purpose

The purpose of this study is to propose an integrated model based on expectation–confirmation model (ECM), flow theory and human–organization–technology fit framework to examine whether human, organizational and technology factors as antecedents to medical professionals' beliefs can affect their continuance intention of the cloud-based e-learning system.

Design/methodology/approach

Sample data for this study were collected from medical professionals at five hospitals in Taiwan. A total of 500 questionnaires were distributed, and 368 (73.6%) useable questionnaires were analyzed using structural equation modeling in this study.

Findings

Synthetically speaking, human, organizational and technology factors, as antecedents to medical professionals' continuance intention of the cloud-based e-learning system have been examined, and the results strongly support the research model with all hypothesized links being significant.

Originality/value

Particularly, it is worth mentioning that the application of capturing both ECM and flow theory for completely explaining three types of factors (i.e. human, organizational and technology factors) as external variables to medical professionals' cloud-based e-learning continuance intention is well documented, that is, information systems (IS) and nonIS determinants are simultaneously evaluated, and extrinsic and intrinsic motivators are both taken into consideration in this study's theoretical development of medical professionals' cloud-based e-learning continuance intention to acquire a more comprehensive and robust analysis.

Article
Publication date: 26 June 2020

Man Fung Lo and Feng Tian

The objective of this study is to investigate the factors of two sub-processes – knowledge donating and knowledge collecting – of knowledge sharing in Hong Kong higher…

Abstract

Purpose

The objective of this study is to investigate the factors of two sub-processes – knowledge donating and knowledge collecting – of knowledge sharing in Hong Kong higher education context. This study examines the individual factors, organizational factors and technology factor of knowledge sharing. Individual factors include enjoyment in helping others and knowledge self-efficacy while organizational factors refer to the top management support, organizational rewards and organizational culture. The use of technology system is proposed to be the technology factor.

Design/methodology/approach

Based on the literature review, this study develops a structural model representing the impact of six latent variables on knowledge donating and knowledge collecting processes Data from a questionnaire survey of 166 respondents from academics from Hong Kong higher education sector was used to analyze the model. PLS-SEM was adopted in this study.

Findings

The result of the data analysis suggests enjoyment in helping others has a positive impact on both knowledge donating and knowledge collecting. For organizational factors, a trust and collaborative culture enhance both the sub-processes. The technology factor only contributes to the knowledge donating process. Several practical implications are provided to high education leaders, for instance, by establishing a trust and collaborative environment, academics are more eager to donate and collect knowledge.

Originality/value

This paper provides insights for researchers to further understand how individual, organizational and technology factors affect two sub-processes of knowledge sharing. On the practical side, this study validated several critical factors to successful knowledge donation and knowledge collection.

Details

Leadership & Organization Development Journal, vol. 41 no. 6
Type: Research Article
ISSN: 0143-7739

Keywords

Article
Publication date: 29 April 2021

Mohammadreza Esmaeili Givi, Mohammad Karim Saberi, Mojtaba Talafidaryani, Mahdi Abdolhamid, Rahim Nikandish and Abbas Fattahi

The Journal of Intellectual Capital (JIC) celebrated its 20th anniversary in 2020. Therefore, the present study aims to provide a general overview of the history and key…

Abstract

Purpose

The Journal of Intellectual Capital (JIC) celebrated its 20th anniversary in 2020. Therefore, the present study aims to provide a general overview of the history and key trends in this journal during 2000–2019.

Design/methodology/approach

Two types of citation and textual data during a 20-year journal period were retrieved from the Scopus database. The citation structures and contents were explored based on a combination of bibliometric analysis, altmetric analysis and text mining. The journal themes and trends of their changes were analyzed through citation bursts, mapping and topic modeling. To make a better comparison, the text mining process for the topic modeling of the IC field was performed in addition to the topic modeling of JIC.

Findings

Bibliometric analysis indicated that JIC has experienced a remarkable growth in terms of the number of publications and citations over the last 20 years. The results indicated that JIC plays a significant role among IC researchers. Additionally, a large number of researchers, institutes and countries have made contributions to this journal and cited its research papers. Altmetric analysis showed that JIC has been shared in different social media such as Twitter, Facebook, Wikipedia, Mendeley, Citeulike, news and blogs. Text mining abstract of JIC articles indicated that “measurement,” “financial performance” and “IC reporting” have the relative prevalence with increasing trends over the past 20 years. In addition, “research trends” and “national and international studies” had a stable trend with low thematic share.

Research limitations/implications

The findings have important implications for the JIC editorial team in order to make informed decisions about the further development of JIC as well as for IC researchers and practitioners to make more valuable contributions to the journal.

Originality/value

Using bibliometric analysis, altmetric analysis and text mining, this study provided a systematic and comprehensive analysis of JIC. The simultaneous use of these methods provides an interesting, unique and suitable capacity to analyze the journals by considering their various aspects.

Details

Journal of Intellectual Capital, vol. 23 no. 4
Type: Research Article
ISSN: 1469-1930

Keywords

Article
Publication date: 27 July 2010

Nicole Koenig‐Lewis, Adrian Palmer and Alexander Moll

This paper aims to investigate the barriers for adopting mobile banking services. From a methodological perspective, this paper seeks to build on two widely used models…

12688

Abstract

Purpose

This paper aims to investigate the barriers for adopting mobile banking services. From a methodological perspective, this paper seeks to build on two widely used models for technology adoption, the Technology Acceptance Model (TAM) and Innovation Diffusion Theory and to test a model that is better able to predict consumers' intention to use mobile banking.

Design/methodology/approach

A research model extends the TAM model by additionally examining the effects of compatibility, trust, credibility, perceived risk and cost on behavioural intention. The empirical approach was based on an online survey of 263 young people in Germany, undertaken during August/September 2009. The data were analysed using structural equation modelling.

Findings

The results of the study indicated that compatibility, perceived usefulness, and risk are significant indicators for the adoption of m‐banking services. Compatibility not only had a strong direct effect but was also identified as an important antecedent for perceived ease of use, perceived usefulness and credibility. Trust and credibility are crucial in reducing the overall perceived risk of m‐banking.

Originality/value

The results of this study have implications for researchers and practitioners. The proposed model explains 65 per cent of the variance in intention to adopt mobile phone banking, which is more than the 40 per cent of variance typically found in other studies using the TAM. This study provides a basis for further refinement of models to predict technology adoption, in particular the inclusion of compatibility as a predictor of behavioural intention. In terms of behavioural and demographic data, the study focuses on segments of individuals who are most likely to adopt m‐banking.

Details

International Journal of Bank Marketing, vol. 28 no. 5
Type: Research Article
ISSN: 0265-2323

Keywords

Article
Publication date: 13 June 2016

Kang-Lin Peng and Pearl M.C. Lin

This study aims to construct an integrated social entrepreneur system in the rural area of Hengshan, Taiwan, that could benefit four stakeholders, namely, tourists…

2218

Abstract

Purpose

This study aims to construct an integrated social entrepreneur system in the rural area of Hengshan, Taiwan, that could benefit four stakeholders, namely, tourists, business, community and government. Two social entrepreneur cases demonstrate a mutually beneficial situation of lowering the structural unemployment rate, returning young human capital to villages and innovating rural tourism through the activism of service science.

Design/methodology/approach

Qualitative approach was applied to data obtained from 12 research projects spanning three years. Service experience engineering (SEE) methods were used to conduct a service design for social entrepreneurs in an integrated service system. The service system aimed to innovate rural tourism through the activism of service science.

Findings

SEE methods explain a series of service design processes that helped our research team start up two social entrepreneur projects as service prototypes to offer service innovation based on cultural creativity to innovate rural tourism. These two social entrepreneurs in rural tourism offer job opportunities to young people and senior citizens alike. In addition, an integrated service system of interdisciplinary knowledge, multi-stakeholders and local resources fulfills various requirements of stakeholders to promote sustainable rural tourism.

Research limitations/implications

Real action studies are limited in the research on social entrepreneurs. This case study provides research insights into service science and calls for action in practice to change the future of a local village. The results provide the philosophy and knowledge of service science that social entrepreneurs of rural tourism can use in the village. Designing service innovation for rural tourism has shaped its vision toward a sustainable tourism system.

Originality/value

Few studies have shown that social entrepreneurs could innovate rural tourism. The present study presents an action case through the activism of service science.

Details

International Journal of Contemporary Hospitality Management, vol. 28 no. 6
Type: Research Article
ISSN: 0959-6119

Keywords

Abstract

Details

Applying Partial Least Squares in Tourism and Hospitality Research
Type: Book
ISBN: 978-1-78756-700-9

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