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Article
Publication date: 2 November 2022

Mei-Yu Wang, Yong-Quan Li, Wen-Qi Ruan and Shu-Ning Zhang

This study aims to analyze how bed and breakfast (B&B) experience influences customer value cocreation (CVCC) through emotional psychological factors under the social…

Abstract

Purpose

This study aims to analyze how bed and breakfast (B&B) experience influences customer value cocreation (CVCC) through emotional psychological factors under the social servicescape (SSC).

Design/methodology/approach

A moderated chain mediation model was constructed based on the SSC framework. This study collected 722 valid questionnaires through convenience sampling in Xiamen, China, and tourists with B&B experiences were taken as samples. A structural equation model analysis was used to test relevant hypotheses.

Findings

Results reveal that B&B experience is the core factor to stimulate CVCC. In this process, the individual emotional psychological factors [pleasant arousal (PAL) and place attachment (PAT)] play the critical chain mediating role. In addition, localness positively moderates the reinforcing effect of B&B experience on PAL and strengthens the positive effect of PAL on PAT.

Practical implications

The findings can provide useful CVCC strategies for B&B operators. They can achieve CVCC by enhancing customer experiences, strengthening emotional interactions and building local culture, thereby improving the competitiveness of B&Bs.

Originality/value

Current research lacks an in-depth analysis on the internal relationship and logic between B&B experience and CVCC, especially from emotional psychological perspectives. To the best of the authors’ knowledge, this study is one of the first studies to reveal the mechanism of the CVCC process of B&Bs under the SSC from an emotional psychological perspective. It provides a new theoretical model for research on the CVCC of experience-dominant logic.

目的

本研究旨在分析社会服务场景下, 民宿体验如何通过情感心理影响顾客的价值共创。

设计/方法/途径

基于社会服务场景框架, 本研究构建了一个有调节的链式中介模型。研究者针对具有民宿住宿体验的游客进行调查, 在中国厦门采用便利抽样技术收集了722份有效问卷, 并采用结构方程模型检验提出的相关假设。

研究发现

在社会服务场景下, 民宿体验是激发顾客价值共创的核心因素。在此过程中, 个体情感心理因素(愉悦唤醒和地方依恋)发挥了重要的中介作用, 有效衔接了民宿体验到顾客价值共创的实现过程。此外, 地方性是独特的地方文化体验因子, 正向调节了民宿体验对愉悦唤醒的强化作用, 也增强了愉悦唤醒对地方依恋的积极作用。

实践意义

研究结论为民宿管理者如何提升顾客价值共创贡献了经营策略。民宿管理者可以通过提升顾客体验、加强情感互动和打造地方文化来实现价值共创, 进而提升民宿竞争力。

原创性/价值

当前关于民宿体验与顾客价值共创之间的内在关系及逻辑缺乏深入分析, 仍缺乏情感心理视角的探索。本研究首次从情感心理视角揭示了社会服务场景下民宿顾客价值共创的过程机理, 为以顾客体验为主导逻辑的价值共创研究提供了新的理论模型。

Objetivo

Este estudio pretende analizar cómo la experiencia en un B&B influye en la cocreación de valor para el cliente (CVCC) a través de factores psicológicos emocionales en el marco social del servicescape.

Diseño/metodología/enfoque

Se construyó un modelo de mediación en cadena moderado basado en el marco social del servicescape. En este estudio se recogieron 722 cuestionarios válidos mediante un muestreo de conveniencia en Xiamen, China, y se tomaron como muestra turistas con experiencias en establecimientos Bed and Breakfast (B&B). Se utilizó un análisis de modelo de ecuaciones estructurales (SEM) para poner a prueba las hipótesis pertinentes.

Conclusiones

Los resultados revelan que la experiencia en el B&B es el factor central para estimular la CVCC. En este proceso, los factores psicológicos emocionales individuales (excitación placentera y apego al lugar) desempeñan un papel mediador en cadena. Además, el carácter local modera positivamente el efecto de refuerzo de la experiencia de B&B sobre la excitación placentera y refuerza el efecto positivo de la excitación placentera sobre el apego al lugar.

Implicaciones prácticas

Los resultados pueden proporcionar estrategias de CVCC útiles para los operadores de B&B. Pueden lograr la CVCC mejorando las experiencias de los clientes, reforzando las interacciones emocionales y construyendo la cultura local, mejorando así la competitividad de los B&B.

Originalidad/valor

La investigación actual carece de un análisis en profundidad sobre la relación interna y la lógica entre la experiencia de los B&B y la CVCC, especialmente desde las perspectivas psicológicas emocionales. Este estudio es uno de los primeros que revela el mecanismo del proceso de CVCC de los B&B bajo el modelo social del servicescape desde una perspectiva psicológica emocional. Proporciona un nuevo modelo teórico para la investigación sobre la CVCC en la lógica dominante de la experiencia.

Article
Publication date: 1 April 2001

Mei‐yu Wang

This paper describes the characteristics of the document supply industry and its products, and the factors underlying supply and demand. In order to cope with possible…

3641

Abstract

This paper describes the characteristics of the document supply industry and its products, and the factors underlying supply and demand. In order to cope with possible supply and demand shifts, appropriate adjustments that profit‐seeking suppliers and non‐profit‐seeking suppliers may adopt are also discussed.

Details

Library Review, vol. 50 no. 3
Type: Research Article
ISSN: 0024-2535

Keywords

Article
Publication date: 1 December 2000

Mei‐yu Wang

The development of incoming international document delivery services (incoming IDDS) in Taiwan is described, including the coverage and performance of the current players…

296

Abstract

The development of incoming international document delivery services (incoming IDDS) in Taiwan is described, including the coverage and performance of the current players, libraries and information brokers, and the potential users’ awareness and expectations. Evidently there is space for libraries and brokers to grow, since the level of potential users’ awareness is low, and the current incoming IDDS cannot totally meet potential users’ requirements of speeds and fees. The players most likely to be successful in expanding the market will be those with efficient services to meet current and potential users’ expectations and marketing strategies designed to attract new users

Details

Collection Building, vol. 19 no. 4
Type: Research Article
ISSN: 0160-4953

Keywords

Article
Publication date: 14 November 2008

Mei‐Yu Wang

Customer relationship management (CRM) indicates a comprehensive strategy and an interactive process intended to achieve an optimum balance between corporate investment…

3546

Abstract

Purpose

Customer relationship management (CRM) indicates a comprehensive strategy and an interactive process intended to achieve an optimum balance between corporate investment and the satisfaction of customer needs to generate the maximum profit. E‐CRM refers to CRM using internet technology plus a database, OLAP, data warehouse, data mining, etc. In order to gain an understanding of the efficiency of implementing an e‐CRM system within the library context, to develop theoretically and empirically an evaluation process for the e‐CRM system and survey its impact on service quality, a pilot scheme was initiated in 2004. The pilot scheme was to design and implement an e‐CRM prototype system for a particular academic library in Taiwan and to survey the system's performances. This paper aims to discuss this matter.

Design/methodology/approach

The case study methodology was chosen for this preliminary study. A prototype e‐CRM system was designed and built for an academic library in Taiwan. To measure its service quality, a questionnaire survey was conducted.

Findings

It was found that the respondents have the relatively highest perception scores related to the library's trying to improve its service quality, and the relatively lowest perception scores for the system's capability of keeping a promise. In general, the respondents' perception toward e‐CRM service quality was either neutral or positive.

Research limitations/implications

A workable methodology for measuring the e‐CRM service quality in a particular academic library is presented, and information about the service being evaluated is gathered.

Originality/value

Two strengths of the preliminary study are that a prototype e‐CRM system is designed and implemented in an academic library and a measurement instrument is devised. These will both be useful to other libraries.

Details

The Electronic Library, vol. 26 no. 6
Type: Research Article
ISSN: 0264-0473

Keywords

Article
Publication date: 1 October 2004

Mei‐Yu Wang and Ming‐Jiu Hwang

The potentialities of information technology, together with economic concerns, have been forcing various organizations to go electronic in order to reposition themselves…

2888

Abstract

The potentialities of information technology, together with economic concerns, have been forcing various organizations to go electronic in order to reposition themselves toward a sustainable future. This has also happened to libraries, whose primary value lies not only in their collections but also in their contribution to education through smart organization and management of collected information, which they make easily usable and accessible to users. The paper addresses these issues and discusses such aspects as what is meant by “learning”, how can it be pursued and managed in the library environment, what is the functionality of the e‐learning library, and how the e‐learning resources are included and organized in the e‐learning library.

Details

The Electronic Library, vol. 22 no. 5
Type: Research Article
ISSN: 0264-0473

Keywords

Article
Publication date: 31 July 2007

Mei‐Yu Wang

This case study was conducted with the purpose of discovering the possible barriers when a customer relationship management (CRM) implementing plan was initiated in the…

5977

Abstract

Purpose

This case study was conducted with the purpose of discovering the possible barriers when a customer relationship management (CRM) implementing plan was initiated in the library context, and exploring its efficiency and effectiveness after implementation. The study aims to develop initial hunches or insights and to obtain concrete suggestions for a template to use in future developing and implementing efforts.

Design/methodology/approach

To understand the dynamics present within single, real‐life settings during the implementation process, the case study method was adopted.

Findings

The findings highlight the importance to overcome libraries' inexperience in terms of CRM implementation management, and demonstrate that the biggest challenge facing a library is to raise internal awareness of the CRM functions and capabilities that are now provided, and to educate library staff on how these functions and features operate.

Research limitations/implications

The biggest problem of implementing a CRM system in academic libraries is to raise internal awareness of the functions and capabilities that are now provided, to educate library staff on how these functions and features operate, and to clarify the different roles played by the automation system, online reference service and the CRM system.

Practical implications

The initiation into CRM needs not only to address cultural issues, but deal with the fears and anxieties that library staff may have in relation to the adopting the CRM system.

Originality/value

The paper provides useful information for those wanting to implement a CRM system in a library context.

Details

Library Management, vol. 28 no. 6/7
Type: Research Article
ISSN: 0143-5124

Keywords

Article
Publication date: 2 August 2013

Mei‐Yu Wang

The purpose of this paper is to present an exploratory analysis of the blog sites built by older adults and public libraries in Taiwan in order to explore what…

1092

Abstract

Purpose

The purpose of this paper is to present an exploratory analysis of the blog sites built by older adults and public libraries in Taiwan in order to explore what improvements public library blogs can make to support self‐learning for older adults.

Design/methodology/approach

This study was conducted in three stages: location of blogs built by older adults that meet the search criteria; location of blogs built by public libraries in Taiwan; and examination of data related to the blog posts by adopting a content analysis methodology.

Findings

The content of blogs built by older adults is categorised into eight major themes, i.e. spiritual growth and religion, health and medicine, leisure activities, learning, food, politics, investment, and selling. Blogs built by public libraries concentrate on four dimensions, i.e. news or announcements, library instruction materials, learning information or materials, and book clubs. Only a few blogs support self‐learning by supplying learning materials and/or initiating learning activities.

Research limitations/implications

This study has two limitations: there are cut‐off dates for the target content (31 January 2010 for blogs built by older adults and 28 February 2010 for blogs built by public libraries in Taiwan); and it is possible that some of the blogs targeted were not detected and identified.

Practical implications

The paper is useful as an introduction for public libraries to build or redesign their blogs, so that they can support self‐learning for senior citizens.

Originality/value

This study represents a timely analysis of rapidly growing blogs built by older adults and public libraries and makes an original contribution by identifying what has not been discussed in the literature.

Details

The Electronic Library, vol. 31 no. 4
Type: Research Article
ISSN: 0264-0473

Keywords

Article
Publication date: 1 April 2003

Mei‐Yu Wang

This article describes research aimed at providing educational organizations with practical strategies for implementing e‐learning. While conducting the research, the role…

2385

Abstract

This article describes research aimed at providing educational organizations with practical strategies for implementing e‐learning. While conducting the research, the role of digital libraries in e‐learning environments was recognized, and the core procedures for building a supporting, effective learning environment by means of the digital library were suggested. In addition, a number of relevant issues arising in the course of this research were addressed by means of focus‐group discussions.

Details

Library Review, vol. 52 no. 3
Type: Research Article
ISSN: 0024-2535

Keywords

Article
Publication date: 1 March 2006

Mei‐Yu Wang

Although knowledge management (KM) concepts and systems have been widely adopted by some pharmaceutical companies in developed countries, most Taiwanese pharmaceutical…

1642

Abstract

Purpose

Although knowledge management (KM) concepts and systems have been widely adopted by some pharmaceutical companies in developed countries, most Taiwanese pharmaceutical manufacturers are still pondering the implications of going down the route of KM strategies and solutions. The purpose of this paper is to assess how organizational information culture is connected with the company’s approach to knowledge management.

Design/methodology/approach

A qualitative study using in‐depth‐interviews analyzed through the case study methodology.

Findings

The results show that the information cultures of Taiwan pharmaceutical manufacturers are hostile toward KM. In addition, manufacturers are daunted by concerns about the financial investment required, and the compatibility and interoperability of such systems.

Research limitations/implications

These research findings could be explored in wider organizational contexts and in different information cultures.

Practical implications

This paper identifies key obstacles to implementing KM for the pharmaceutical manufacturers in Taiwan, in particular a correlation with inhibiting information cultures.

Originality/value

The study concludes that the fundamental and most economic solution to the KM problems of the industry would to deal with its ‘unreceptive’ atmosphere by refining and cultivating the appropriate information dimensions of their organizational culture.

Details

Library Review, vol. 55 no. 3
Type: Research Article
ISSN: 0024-2535

Keywords

Article
Publication date: 4 September 2019

Marek Deja

The purpose of this paper is to discuss the problem of information and knowledge management (IKM) in higher education institutions. The research aims to determine the way…

Abstract

Purpose

The purpose of this paper is to discuss the problem of information and knowledge management (IKM) in higher education institutions. The research aims to determine the way in which the knowledge resources of a higher education institution are managed. The author intends to define how the information system is shaped and how information and knowledge are used in the reporting processes and for decision-making efficiency.

Design/methodology/approach

In total, 38 university administration employees from six higher education institutions in Poland participated in the study. Information barriers and benefits resulting from the implementation of the central reporting system “POL-on” were identified by using the sense-making technique. The purpose of the interviews was to determine the procedural and behavioural conditions of the reporting and decision-making processes in higher education institutions in Poland.

Findings

This paper suggests four characteristics of IKM in higher education institutions. A link between the information culture of the institution, its size and structure as well as the adopted model of IKM is demonstrated.

Originality/value

The main contribution of this paper is to introduce a framework for studying the IKM in higher education institutions from the perspective of information culture. Higher education institutions have developed different styles of striving for efficiency regarding decision making and reporting in administration. The IM and KM are now proved to be an integrated process in administrative activities of higher education institutions.

Details

Online Information Review, vol. 43 no. 7
Type: Research Article
ISSN: 1468-4527

Keywords

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