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Article
Publication date: 10 July 2017

Max Sim and Carolin Plewa

Customer engagement is of critical interest to both academics and practitioners. Extant literature focusses primarily on customer engagement with a single focal object…

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Abstract

Purpose

Customer engagement is of critical interest to both academics and practitioners. Extant literature focusses primarily on customer engagement with a single focal object, usually brands; this study takes another view to consider customer engagement with multiple focal objects (service provider and context). In addition to testing the relationship of the individual dimensions of engagement with the service provider and engagement with the context, this research elaborates on their drivers, with a particular focus on distinct engagement platforms. The paper aims to discuss these issues.

Design/methodology/approach

A survey captures customer engagement with a service provider and a context in a higher education setting, with 251 responses collected across first- and third-year marketing courses in an Australian, mid-sized university.

Findings

Engagement with the service provider can drive engagement with the context. In turn, engagement with the service provider can be stimulated through the use of engagement platforms that enable customer-to-service provider interactions. The results show limited effects of customer-to-customer engagement platforms on engagement with the context though. The results are consistent across gender and student grade levels; some differences arise between international and domestic students.

Originality/value

This unique study broadens understanding of customer engagement with various focal objects and also details the flow of effects, from engagement with a service provider to engagement with the context. This research builds on conceptual discussions of engagement platforms and empirically examines their ability to facilitate affective, cognitive and behavioural engagement.

Details

Journal of Service Theory and Practice, vol. 27 no. 4
Type: Research Article
ISSN: 2055-6225

Keywords

Article
Publication date: 10 January 2018

Max Sim, Jodie Conduit and Carolin Plewa

Despite recognition that organizations operate in interrelated service systems, extant literature has focused strongly on dyadic engagement relationships (e.g…

Abstract

Purpose

Despite recognition that organizations operate in interrelated service systems, extant literature has focused strongly on dyadic engagement relationships (e.g. customer-to-brand). Taking into account the multiple engagement foci that exist within a service system, the purpose of this paper is to examine the interdependence among engagement with these multiple foci in a higher education setting. Specifically, the research investigates different configurations of engagement dimensions with the service provider and brand as they pertain to engagement with the study context.

Design/methodology/approach

A total of 251 students were surveyed in regards to their engagement with a service provider (lecturer), brand (university) and study context. Data analysis utilized Fuzzy set qualitative comparative analysis to identify the unique combinations of causal condition consistent with high student engagement with the study context.

Findings

Five solutions were identified, each with a different constellation of engagement dimensions. Most solutions entailed engagement with both the service provider and the brand, and cognitive processing (service provider) emerged as a core condition for every solution. This suggests service providers should seek to engage with consumers, particularly from a cognitive perspective, understanding this will support engagement with the context of study.

Originality/value

This research provides evidence that students can engage with their study context through different configurations of engagement with the service provider and the brand. Thus, it demonstrates the need to examine constellations of engagement dimensions related to multiple focal objects to understand their interdependencies and potential influence on engagement at a higher level of aggregation in a complex service environment.

Details

Journal of Service Management, vol. 29 no. 3
Type: Research Article
ISSN: 1757-5818

Keywords

Article
Publication date: 27 May 2022

Max Sim, Jodie Conduit, Carolin Plewa and Janin Karoli Hentzen

While businesses seek to engage customers, their efforts are often met with varied results, as some customers are more predisposed to engage than others. Understanding…

Abstract

Purpose

While businesses seek to engage customers, their efforts are often met with varied results, as some customers are more predisposed to engage than others. Understanding customers’ dispositions to engage is central to understanding customer engagement, yet research examining customer engagement dispositions remains sparse and predominantly focused on personality traits. This paper aims to consider the general nature of a disposition and draws on qualitative findings to depict a framework for customer engagement dispositions.

Design/methodology/approach

To investigate customer engagement dispositions comprehensively and in-depth, an exploratory qualitative approach was adopted. In total, 20 semi-structured in-depth interviews were conducted with customers in ongoing relationships with financial planners residing in Australia.

Findings

Nine attributes reflecting customer engagement dispositions emerge from the data. These include the customer’s internal tendency to engage (confidence, desire for control, extroversion and enthusiasm); a tendency to engage determined in the interaction with the service provider (sense of similarity, sense of social connection and trust in the service provider); and the capacity to engage (expertise and knowledge and time availability).

Research limitations/implications

This study provides a conceptual foundation for future empirical measurement of customer engagement dispositions and their nomological network.

Practical implications

This study establishes a foundation for managers to build distinct engagement disposition profiles and segments and target initiatives to maximize engagement activity.

Originality/value

This research challenges the view of customer engagement dispositions as largely personality factors, or exclusively cognitive and emotional dimensions of engagement, and offers a comprehensive framework reflecting a customer’s disposition to engage with a service provider.

Details

European Journal of Marketing, vol. 56 no. 7
Type: Research Article
ISSN: 0309-0566

Keywords

Article
Publication date: 19 December 2018

Fentahun Moges Kasie and Glen Bright

This study aims to propose a decision support system (DSS) that performs a decision-based part-fixture assignment and fixture flow control in planned production periods.

Abstract

Purpose

This study aims to propose a decision support system (DSS) that performs a decision-based part-fixture assignment and fixture flow control in planned production periods.

Design/methodology/approach

The principal approaches were fuzzy case-based reasoning (FCBR) and discrete-event simulation (DES). Besides, the fuzzy analytic hierarchy process (FAHP), an object-oriented (OO) method and a fuzzy weighted Euclidean distance were used to support the decision-making process.

Findings

It shows that integrating FCBR and DES systems is a promising approach to address part-fixture planning problems. The FCBR subsystem proposed various stable numbers of fixtures as scenarios. The DES model analyzed the future performances of these scenarios and identified the best alternative.

Research limitations/implications

The DSS was tested in laboratory environments using a numerical analysis; however, it was not validated in industrial situations.

Originality/value

The synergy of integrating FCBR and DES systems was not exploited in the past in part-fixture assignment and fixture flow control problems.

Details

Journal of Modelling in Management, vol. 14 no. 2
Type: Research Article
ISSN: 1746-5664

Keywords

Article
Publication date: 6 March 2017

Fentahun Moges Kasie, Glen Bright and Anthony Walker

The purpose of this paper is to propose a decision support system (DSS) that stabilizes the flow of fixtures in manufacturing systems. The proposed DSS assists…

Abstract

Purpose

The purpose of this paper is to propose a decision support system (DSS) that stabilizes the flow of fixtures in manufacturing systems. The proposed DSS assists decision-makers to reuse or adapt the available fixtures or to manufacture new fixtures depending upon the similarity between the past and new cases. It considers the cost effectiveness of the proposed decision when an adaptation decision is passed.

Design/methodology/approach

The research problem is addressed by integrating case-based reasoning, rule-based reasoning and fuzzy set theory. Cases are represented using an object-oriented (OO) approach to characterize them by their feature vectors. The fuzzy analytic hierarchy process (FAHP) and the inverse of weighted Euclidean distance measure are applied for case retrieval. A machining operation is illustrated as a computational example to demonstrate the applicability of the proposed DSS.

Findings

The problems of fixture assignment and control have not been well-addressed in the past, although fixture management is one of the complex problems in manufacturing. The proposed DSS is a promising approach to address such kinds of problems using the three components of an artificial intelligence and FAHP.

Research limitations/implications

Although the DSS is tested in a laboratory environment using a numerical example, it has not been validated in real industrial systems.

Practical implications

The DSS is proposed in terms of simple rules and equations. This implies that it is not complex for software development and implementation. The illustrated numerical example indicates that the proposed DSS can be implemented in the real-world.

Originality/value

Demand-driven fixture retrieval and manufacture to assign the right fixtures to planned part-orders using an intelligent DSS is the main contribution. It provides special consideration for the adaptation of the available fixtures in a system.

Details

Journal of Manufacturing Technology Management, vol. 28 no. 2
Type: Research Article
ISSN: 1741-038X

Keywords

Article
Publication date: 13 July 2022

Paweł Mielcarz and Dmytro Osiichuk

The study aims at inquiring into the relationship between acquirer–target business similarity and mergers and acquisitions (M&A) transaction outcomes.

Abstract

Purpose

The study aims at inquiring into the relationship between acquirer–target business similarity and mergers and acquisitions (M&A) transaction outcomes.

Design/methodology/approach

Relying on textual analysis of acquirers' and targets' business descriptions from M&A transaction synopses, the authors establish that posttransaction operating outcomes are negatively associated with acquirer–target business similarity.

Findings

While similar business profiles allow for optimization of overheads, sales growth and margins demonstrate better dynamics when acquirers and targets are more dissimilar, which allows for greater competitive gains. On average, targets are more dissimilar from acquirers than acquirers are from their competitors. The degree of competition within acquirers' industries and acquirer–competitors' business similarity are found to be positively associated with the likelihood of engaging in serial horizontal acquisitions involving more similar targets, mostly from the domestic market. Competitive pressure is evidenced to push acquirers for a faster completion of acquisition process. Cross-border acquisitions are found to be associated with lower acquirer–target and acquirer–competitors' similarity, which suggests that Chinese companies expand overseas primarily for strategic reasons of gaining a competitive edge rather than to simply improve sales.

Originality/value

The paper contributes to the limited pool of empirical literature relying on text mining techniques to establish the determinants of M&A transaction outcomes. The methodology used in the study outperforms the conventional techniques of operationalization of business similarities through General Industry Classification Standard (GICS) industry matching. The study investigates the intermediating role of intraindustry competition in fostering firms' acquisitiveness.

Details

Managerial Finance, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0307-4358

Keywords

Book part
Publication date: 20 September 2018

Arthur C. Graesser, Nia Dowell, Andrew J. Hampton, Anne M. Lippert, Haiying Li and David Williamson Shaffer

This chapter describes how conversational computer agents have been used in collaborative problem-solving environments. These agent-based systems are designed to (a…

Abstract

This chapter describes how conversational computer agents have been used in collaborative problem-solving environments. These agent-based systems are designed to (a) assess the students’ knowledge, skills, actions, and various other psychological states on the basis of the students’ actions and the conversational interactions, (b) generate discourse moves that are sensitive to the psychological states and the problem states, and (c) advance a solution to the problem. We describe how this was accomplished in the Programme for International Student Assessment (PISA) for Collaborative Problem Solving (CPS) in 2015. In the PISA CPS 2015 assessment, a single human test taker (15-year-old student) interacts with one, two, or three agents that stage a series of assessment episodes. This chapter proposes that this PISA framework could be extended to accommodate more open-ended natural language interaction for those languages that have developed technologies for automated computational linguistics and discourse. Two examples support this suggestion, with associated relevant empirical support. First, there is AutoTutor, an agent that collaboratively helps the student answer difficult questions and solve problems. Second, there is CPS in the context of a multi-party simulation called Land Science in which the system tracks progress and knowledge states of small groups of 3–4 students. Human mentors or computer agents prompt them to perform actions and exchange open-ended chat in a collaborative learning and problem-solving environment.

Details

Building Intelligent Tutoring Systems for Teams
Type: Book
ISBN: 978-1-78754-474-1

Keywords

Content available

Abstract

Details

Journal of Service Theory and Practice, vol. 27 no. 4
Type: Research Article
ISSN: 2055-6225

Article
Publication date: 3 April 2009

Maria Soledad Pera and Yiu‐Kai Ng

Tens of thousands of news articles are posted online each day, covering topics from politics to science to current events. To better cope with this overwhelming volume of…

Abstract

Purpose

Tens of thousands of news articles are posted online each day, covering topics from politics to science to current events. To better cope with this overwhelming volume of information, RSS (news) feeds are used to categorize newly posted articles. Nonetheless, most RSS users must filter through many articles within the same or different RSS feeds to locate articles pertaining to their particular interests. Due to the large number of news articles in individual RSS feeds, there is a need for further organizing articles to aid users in locating non‐redundant, informative, and related articles of interest quickly. This paper aims to address these issues.

Design/methodology/approach

The paper presents a novel approach which uses the word‐correlation factors in a fuzzy set information retrieval model to: filter out redundant news articles from RSS feeds; shed less‐informative articles from the non‐redundant ones; and cluster the remaining informative articles according to the fuzzy equivalence classes on the news articles.

Findings

The clustering approach requires little overhead or computational costs, and experimental results have shown that it outperforms other existing, well‐known clustering approaches.

Research limitations/implications

The clustering approach as proposed in this paper applies only to RSS news articles; however, it can be extended to other application domains.

Originality/value

The developed clustering tool is highly efficient and effective in filtering and classifying RSS news articles and does not employ any labor‐intensive user‐feedback strategy. Therefore, it can be implemented in real‐world RSS feeds to aid users in locating RSS news articles of interest.

Details

International Journal of Web Information Systems, vol. 5 no. 1
Type: Research Article
ISSN: 1744-0084

Keywords

Book part
Publication date: 10 December 2018

George Levy

Abstract

Details

Energy Power Risk
Type: Book
ISBN: 978-1-78743-527-8

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