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1 – 10 of 400Fayez Ahmad and Francisco Guzmán
Negative online consumer reviews represent different forms of injustice. The effect of different types of injustice experienced in a service encounter on a brand is unknown. This…
Abstract
Purpose
Negative online consumer reviews represent different forms of injustice. The effect of different types of injustice experienced in a service encounter on a brand is unknown. This study aims to investigate the effect and cause of different forms of injustice on brand love. It also explores which type of responses are more effective to mitigate their damaging effect.
Design/methodology/approach
One text mining, using SAS enterprise miner, and three experimental studies were conducted. ANOVA and mediation and moderation analyses were conducted to test the hypotheses.
Findings
Negative reviews specific to procedural injustice are more damaging than reviews specific to distributive or interactional injustice experienced in a service encounter. The underlying reason behind this differential effect is that perceived procedural injustice influences consumers more to punish the brand, resulting in a greater negative effect on brand love. To counter the damage, a sympathetic, rather than empathetic, brand response is more effective.
Originality/value
This study contributes to justice theory and brand love literature by providing evidence that procedural injustice triggers the highest level of willingness to punish and thus the lowest level of brand love. Consequently, willingness to punish, rather than emotion, is found to be the underlying reason behind procedural injustice having the strongest negative effect on brand love.
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Miguel Núñez-Merino, Juan Manuel Maqueira-Marín, José Moyano-Fuentes and Carlos Alberto Castaño-Moraga
The purpose of this paper is to explore and disseminate knowledge about quantum-inspired computing technology's potential to solve complex challenges faced by the operational…
Abstract
Purpose
The purpose of this paper is to explore and disseminate knowledge about quantum-inspired computing technology's potential to solve complex challenges faced by the operational agility capability in Industry 4.0 manufacturing and logistics operations.
Design/methodology/approach
A multi-case study approach is used to determine the impact of quantum-inspired computing technology in manufacturing and logistics processes from the supplier perspective. A literature review provides the basis for a framework to identify a set of flexibility and agility operational capabilities enabled by Industry 4.0 Information and Digital Technologies. The use cases are analyzed in depth, first individually and then jointly.
Findings
Study results suggest that quantum-inspired computing technology has the potential to harness and boost companies' operational flexibility to enhance operational agility in manufacturing and logistics operations management, particularly in the Industry 4.0 context. An exploratory model is proposed to explain the relationships between quantum-inspired computing technology and the deployment of operational agility capabilities.
Originality/value
This is study explores the use of quantum-inspired computing technology in Industry 4.0 operations management and contributes to understanding its potential to enable operational agility capability in manufacturing and logistics operations.
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Eric Lambert, Jianhong Liu and Shanhe Jiang
Police officers' attitudes toward their employing organizations are impacted by officers' perceptions of justice within the organization itself, and these perceptions can affect…
Abstract
Purpose
Police officers' attitudes toward their employing organizations are impacted by officers' perceptions of justice within the organization itself, and these perceptions can affect the bond that officers form with their organization. The current study explored how perceptions of three dimensions of organizational justice (i.e. interpersonal, procedural and distributive justice) were related to the affective (i.e. voluntary) organizational commitment of Chinese police officers.
Design/methodology/approach
The data for the current study came from a voluntary survey of 589 Chinese police officers in three areas, one each in southern, central and western China.
Findings
Based on an ordinary least squares (OLS) regression equation, interpersonal, procedural and distributive justice had similar sized positive associations with organizational commitment.
Research limitations/implications
The findings support the contention that perceptions of organizational justice views are related to the commitment of Chinese police officers.
Practical implications
Raising the interpersonal, procedural and distributive justice views should raise the level of affective commitment of officers.
Social implications
Enhancing the justice views of officers should benefit officers by treating them more fairly, as well as benefiting the police organization by increasing commitment of officers.
Originality/value
There has been limited research on how the different forms of organizational justice are related to officer commitment, especially among Chinese officers.
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Wai Ming To and Vincent W.S. Leung
This study aims to explore the relationships between employees’ training orientation, organizational support for training and employees’ training satisfaction. It also…
Abstract
Purpose
This study aims to explore the relationships between employees’ training orientation, organizational support for training and employees’ training satisfaction. It also investigates the mediating role of perceived value of training in the relationships.
Design/methodology/approach
Based on a literature review on training, the study proposes a theoretical model that links employees’ training orientation and organizational support for training to training satisfaction directly and indirectly via perceived value of training, while employees’ training satisfaction may influence affective commitment. The model was tested using responses from 364 Chinese employees in Macao.
Findings
Results of partial least square-structural equation modeling showed that employees’ training orientation influenced training satisfaction directly and indirectly through perceived value of training, while organizational support for training also influenced employees’ training satisfaction indirectly through perceived value of training. Training satisfaction had a positive effect on affective commitment.
Research limitations/implications
The study’s limitations include a cross-sectional design and the characteristics of Macao’s economic structure. Although the causality of relationships was grounded in prior studies, reverse relationships might exist between some selected variables. It is suggested that a longitudinal study shall be carried out to confirm the causality of relationships. Additionally, Macao’s economy is dominated by its service sector. Future research can be carried out in other cities that have the manufacturing and high-technology sectors.
Originality/value
The study unveiled that employees’ training orientation including their general attitude towards training and training goal orientation and organizational support for training are key antecedents of training satisfaction. Human resources professionals in organizations must develop innovative ways, such as simulation games and competitions, to enhance the awareness of the importance of training to their employees. Additionally, they must advocate and demonstrate organizations providing supportive environments for training.
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Matthew Hanchard, Peter Merrington, Bridgette Wessels and Simeon Yates
This paper focuses on patterns of film consumption within cultural consumption more broadly to assess trends in consumerism such as eclectic consumption, individualised…
Abstract
This paper focuses on patterns of film consumption within cultural consumption more broadly to assess trends in consumerism such as eclectic consumption, individualised consumption and omnivorous/univorous consumption and whether economic background and status feature in shaping cultural consumption. We focus on film because it is widely consumed, online and offline, and has many genres that vary in terms of perceived artistic and entertainment value. In broad terms, film is differentiated between mainstream commercially driven film such as Hollywood blockbusters, middlebrow “feel good” movies and independent arthouse and foreign language film. Our empirical statistical analysis shows that film consumers watch a wide range of genres. However, films deemed to hold artistic value such as arthouse and foreign language feature as part of broad and wide-ranging pattern of consumption of film that attracts its own dedicated consumers. Though we found that social and economic factors remain predictors of cultural consumption the overall picture is more complex than a simple direct correspondence and perceptions of other cultural forms also play a role. Those likely to consume arthouse and foreign language film consume other film genres and other cultural forms genres and those who “prefer” arthouse and foreign language film have slightly more constrained socio-economic characteristics. Overall, we find that economic and cultural factors such income, education, and wider consumption of culture are significant in patterns of film consumption.
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Yumei Yang, Hannah Mai Thu Hue and Sachiko Takeda
Drawing upon the framework of social exchange theory, this study investigated the influence of work-life balance, procedural justice and distributive justice on job satisfaction…
Abstract
Purpose
Drawing upon the framework of social exchange theory, this study investigated the influence of work-life balance, procedural justice and distributive justice on job satisfaction and turnover intention among Vietnamese millennials.
Design/methodology/approach
Employing a quantitative research method, the authors collected a sample of 258 millennial participants in Vietnam. Utilizing the method of multiple regression analysis, the collected data were rigorously examined.
Findings
The results showed that job satisfaction is negatively related to the turnover intention of the millennial generation in Vietnam. Distributive justice is a stronger predictor of job satisfaction than procedural justice. Of particular note, the study revealed an intriguing result: work-life balance does not have a significant influence on job satisfaction among millennials.
Practical implications
Leveraging insights from national cultural theories, the authors' findings provide some insightful explanations of what drives millennials in Vietnam to consider leaving their organizations.
Social implications
The study provides some insights for policymakers in Vietnam and other similar developing countries to reform their approach at managing the millennial generation.
Originality/value
The research addresses the existing gap in literature by delving into the underlying factors driving the propensity of Vietnamese millennials to frequently switch jobs.
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Kevin Kam Fung So, Hyunsu Kim, Stephanie Q Liu, Xiang Fang and Jochen Wirtz
Although humanoid robots are increasingly adopted in many business settings, the dynamic effects of anthropomorphism and the functional perceptions of service robots on consumers’…
Abstract
Purpose
Although humanoid robots are increasingly adopted in many business settings, the dynamic effects of anthropomorphism and the functional perceptions of service robots on consumers’ responses remain unclear. This paper aims to examine the impacts of robot anthropomorphism on consumers’ trust, receptivity and the downstream effect on satisfaction. Furthermore, it examines the mediating effects of perceived ease of use (PEOU) and perceived usefulness (PU) in the relationship between anthropomorphism and consumer responses.
Design/methodology/approach
After conducting two separate pilot studies to help design the research materials, this research involves three sequential studies. In studies 1A and 1B, the authors used two distinct humanoid robots (i.e. Connie and Pepper) to test the direct effects of anthropomorphism on trust and receptivity and the mediated effects via PEOU and PU. Study 2 conducted a 2 (robot appearance: machine-like vs. human-like) × 2 (task complexity: low vs. high) between-subjects experimental design to further explore the boundary effects of task complexity on trust and customer satisfaction.
Findings
This research theorizes and empirically examines the mediating effects of PEOU and PU in the relationship between anthropomorphism and consumers’ responses (i.e. trust and receptivity) to service robots. Results also demonstrate a moderating role of task complexity, whereby only when the task was complex did anthropomorphism affect consumer responses and customer satisfaction. The parallel mediations of PEOU and PU were also confirmed. However, when task complexity was low, the authors observed no differences between human- and machine-like robots.
Research limitations/implications
First, this research used a scenario-based method by exposing participants to different pictures or videos of service robots and measuring individuals’ responses. Consumers may respond differently upon interacting with robots in actual service contexts. Second, future research could investigate the effects of other aspects of anthropomorphism, such as robots’ voice characteristics (gender, high/low pitch), verbal communication styles and emotional expression. Finally, future research could explore other service contexts to test the generalizability of the findings.
Practical implications
Findings of this study also provide useful insight for companies interested in adopting service robots. First, the authors unearthed several positive outcomes of using human-like versus machine-like robots in service settings. Despite concerns about the perceived creepiness and discomfort associated with human-like robots, managers should not worry about these service agents’ potential negative effects. Second, it shows that human-like robots’ competitive advantage over machine-like robots stands out when task complexity is high. Managers should therefore carefully consider relevant service characteristics and task requirements when deciding whether to adopt robots.
Originality/value
This study provides original and valuable contributions to the growing literature on service robots by addressing scholarly incongruencies regarding the impact of anthropomorphism and disentangling its positive influence on consumers’ perceptions and acceptance of service robots. This study also contributes to research on technology acceptance and service robot receptivity by empirically demonstrating the mediating role of PEOU and PU. Furthermore, this research enriches the body of knowledge on task-technology fit by providing evidence that task complexity is a crucial factor to consider in service robot design.
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Marie-Andrée Caron and Anne Fortin
The purpose of this study is to explore the potential for technical accounting resources to help professional accountants exercise their performative agency.
Abstract
Purpose
The purpose of this study is to explore the potential for technical accounting resources to help professional accountants exercise their performative agency.
Design/methodology/approach
The authors combine the integrative learning theory of truth and the concept of performativity, including two approaches to sustainability education and interventions, to construct a grid for coding the technical resources provided by the UK's Institute of Chartered Accountants in England and Wales, a pioneer in sustainability advocacy.
Findings
The findings suggest the dominance of the “predetermined and expert-determined” approach. They also reveal the emergence of three levels of performative topoi based on the relative presence of the “predetermined and expert-determined” and “process-of-seeking” approaches to professional interventions toward sustainability. The results show the profession's evolving contribution to the construction of actionable knowledge.
Research limitations/implications
The main limitation of this research is that it draws on a limited corpus. In addition, the use of a binary code to represent the presence/absence of a code does not convey the code's quantitative importance.
Practical implications
The results are useful for those wanting to produce technical accounting resources that are more likely to help professionals build actionable knowledge and contribute to accountants' interventions toward sustainability.
Social implications
Findings suggest the need for reflection on how the accounting profession can best contribute to implementing sustainability in organizations.
Originality/value
Few studies deconstruct professional technical resources to see how a profession can contribute to a process of societal change.
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Ramakrishna Gollagari, Temesgen Birega and Santap Sanhari Mishra
Organizational justice and its impact on employee commitment have received a lot of attention these days. The objective of this study is to see the effect of job satisfaction as a…
Abstract
Purpose
Organizational justice and its impact on employee commitment have received a lot of attention these days. The objective of this study is to see the effect of job satisfaction as a mediator in the relationship between organizational justice and employee commitment. Also, the role of academic rank as a moderator in the model is probed.
Design/methodology/approach
A moderating mediation structural equation model was used for randomly collected cross-section data on 285 employees from public universities in Ethiopia. Necessary condition analysis (NCA) was employed to check the importance of the variables. The Gaussian copula approach was used to check endogeneity in the structural model.
Findings
NCA confirms the importance of organizational justice and employee satisfaction as the independent variables. The Gaussian copula approach reveals no endogeneity problems in the structural model. The results supported the partial mediating role of job satisfaction in organizational justice and academic staff’s commitment. Moreover, though staff rank is not a necessary condition, it plays the role of moderator in the relationship between academic staff’s job satisfaction and commitment.
Practical implications
This paper affirms that public institutions must implement fair initiatives and procedures to promote academic staff satisfaction and commitment.
Originality/value
This is the first study to check the job rank as a moderator in the model comprising organization justice, employee commitment and satisfaction. Moreover, application of NCA and Gaussian copula adds to methodological innovation.
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Due to the current volatile environment and fierce competition, manufacturing firms (MFs) must improve their performance to survive. In this regard, checking and monitoring the…
Abstract
Purpose
Due to the current volatile environment and fierce competition, manufacturing firms (MFs) must improve their performance to survive. In this regard, checking and monitoring the suppliers' risk should significantly improve the performance of MFs. In addition, a relation based on not being an opportunist, confidence and reliance are influential factors in reducing the supplier defaults on his/her supply obligations and improving supply chain performance (SCP). Besides, the moderator function of supplier involvement (SI) in the relationship between quality of the relationship (QoR) and supply risk mitigation (SRM) is undeniable.
Design/methodology/approach
Based on the survey of 148 samples from small to large-sized MFs in Jordan, Turkey and Egypt, empirical evidence has been conducted to support a majority of the authors’ hypotheses. This paper provides a theoretical review of buyer–supplier relationships and supply risk. Hypotheses were tested by using structural equation modeling (SEM)/Smart PLS-4.
Findings
According to the results, confidence and reliance have statistically significant and positive impacts on SRM, resulting in better SCP. Moreover, the findings show that SI positively affects and moderates the relationship between confidence (C) and SRM, while it has no statistically significant influence on the relationship between reliance (R) and SRM.
Practical implications
This study provides necessary material for managers and decision-makers in MFs to confirm the importance and understanding of the QoR in building relationships and business dealings with partners in the SC, in addition to limiting and mitigating the risks of an interruption in supply in particular. Therefore, building a high-quality relationship as a practice based on trust and reliability with suppliers positively affects the performance of the SCs of MFs.
Originality/value
This research paper offers empirical evidence for using QoR within SRM resources of MFs' context for enhancing their supply chain performance. This study is one of few studies that examine the QoR and SRM that contribute to enhancing SCP in MFs in developing countries, which also can serve as a reference for many SC managers and practitioners.
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