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Article
Publication date: 24 September 2024

Lu (Monroe) Meng, Jiuqi Chen, Mengya Yang and Yijie Wang

This paper aims to explore the effectiveness of customer inoculation strategies in the context of AI service failures in the hospitality and tourism industries. Furthermore, it…

Abstract

Purpose

This paper aims to explore the effectiveness of customer inoculation strategies in the context of AI service failures in the hospitality and tourism industries. Furthermore, it examines how these strategies can enhance customer complaint behavior and satisfaction with service recovery, thereby improving the overall service experience.

Design/methodology/approach

Four distinct studies were conducted: Study 1 investigated the influence of customer inoculation on complaint behavior post-AI service failure. Study 2 assessed the impact of service remedies on customer satisfaction. Study 3 explored the implications of initial purchase and usage intentions. Finally, Study 4 validated the findings using a large-scale online survey.

Findings

The results indicated that customer inoculation significantly increases customer complaint behavior and satisfaction with service remedies following AI service failures. They also showed that this relationship is mediated by psychological distance. Furthermore, customer inoculation positively affects initial purchase and usage intentions, demonstrating effectiveness at various customer engagement stages.

Practical implications

This study enriches the literature on AI hospitality service failure and recovery by introducing the novel concept of customer inoculation. Additionally, it significantly contributes to the inoculation theory literature, which covers diverse fields. Practically, this study proposes an efficient and low-cost strategy for marketers.

Originality/value

This study introduces the concept of customer inoculation in the context of AI service failures, a novel approach in the hospitality and tourism literature. It provides empirical evidence of the efficacy of the strategy, bridging a crucial gap in understanding customer behavior in the face of technological disruptions.

Details

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

Keywords

Article
Publication date: 8 September 2021

Jiangang Du, Danhui Li, Yuxuan Zhao and Mengya Yang

The purpose of this paper is to examine the influence of transparency on consumers' judgment and decision-making.

Abstract

Purpose

The purpose of this paper is to examine the influence of transparency on consumers' judgment and decision-making.

Design/methodology/approach

This study uses an experimental research design in which participants' negative emotions dynamically change driven by group emotional interactions when they are experiencing a group complaint.

Findings

The experimental results show that compared with opaque products, transparent products make consumers rely more on emotions to make judgments and decisions (Experiment 1). It is precise because transparency increases the influence of emotion on consumers' judgment and decision-making that positive emotion makes consumers' evaluation and willingness to pay higher, while negative emotion makes consumers' evaluation and willingness to pay lower (Experiments 2 and 3). Transparency will also affect consumers' subsequent judgment and decision-making methods, so they are more inclined to choose the option with the dominant emotional dimension (Experiment 4).

Originality/value

Previous studies mainly focus on the impact of transparent packaging on consumers and discuss the impact of transparent packaging on consumer product evaluation and consumption quantity. This study proves that product-related transparent elements can also affect consumers' decision-making methods, making them more dependent on emotions to make decisions, enriching the research on the influencing factors of consumer decision-making methods.

Details

Journal of Contemporary Marketing Science, vol. 4 no. 2
Type: Research Article
ISSN: 2516-7480

Keywords

Article
Publication date: 28 November 2019

Jiangang Du, Mengya Yang and Jianhua Liu

The purpose of this paper is to explore the two effects (flow effect and resonance effect) during a group complaint based on the emotional contagion theory.

Abstract

Purpose

The purpose of this paper is to explore the two effects (flow effect and resonance effect) during a group complaint based on the emotional contagion theory.

Design/methodology/approach

This study uses an experimental research design in which participants’ negative emotions dynamically change driven by group emotional interactions when they are experiencing a group complaint.

Findings

Flow effect and resonance effect can occur during the process of group emotional contagion. Specifically, when group customers’ negative emotional similarity is low in a group complaint, group emotional contagion leads to flow effect (i.e. negative emotions flow from customers with higher levels of negative emotions to those with lower levels of negative emotions). By contrast, when group customers’ negative emotional similarity is high in a group complaint, group emotional contagion leads to resonance effect (i.e. group customers’ negative emotions increase significantly).

Originality/value

Most of the previous research studies the process of emotional contagion from one with higher levels of emotional displays to the other with lower levels of emotional displays, which is named as the “flow effect” of emotional contagion. However, when two individuals with the same levels of negative emotional displays interact with each other, the flow effect of emotional contagion is very likely not to occur. It is interesting to find that both individuals’ negative emotions increase significantly during the process of emotional contagion. The authors propose the “resonance effect” of emotional contagion to explain this phenomenon.

Details

Journal of Contemporary Marketing Science, vol. 2 no. 3
Type: Research Article
ISSN: 2516-7480

Keywords

Article
Publication date: 7 November 2024

Ji Zou, Mengya Li and Delin Yang

This study aims to address the issue of perfunctory sharing that arises in knowledge governance due to a lack of willingness to share knowledge between individuals within the same…

37

Abstract

Purpose

This study aims to address the issue of perfunctory sharing that arises in knowledge governance due to a lack of willingness to share knowledge between individuals within the same organization. This knowledge-sharing process does not occur simultaneously for both parties but follows a sequential progression. Additionally, this governance model fully considers the willingness of both parties to share and effectively addresses the two knowledge characteristics that influence their willingness to do so.

Design/methodology/approach

This study follows inductive logic and primarily adopts an interpretive case study approach to conduct a longitudinal exploratory case study. An incubator enterprise with active knowledge-sharing activities and significant knowledge governance effects is selected as the research subject. The governance system is explained through the lens of prospect theory at the mechanism level.

Findings

In the study of the knowledge-sharing process, the authors observed a new challenge: perfunctory behavior, whereby individuals engage in knowledge-sharing activities that lack substantial effects as a way to avoid genuine sharing. From this, a new knowledge-sharing model was extracted, the cold start and hot feedback model, which follows a sequential (rather than simultaneous) progression. Using the deterministic effect of prospect theory and the principle of reference dependence, the governance mechanism of corporate knowledge sharing was analyzed from the perspective of knowledge-sharing willingness.

Research limitations/implications

Based on prospect theory, this study primarily explains how the governance mechanism influences the willingness to share knowledge from the perspective of four principles. In the future, threat rigidity theory and commitment escalation theory can be combined to further analyze the willingness to share knowledge from the perspectives of pressure and cost. Empirical research methods can also be used to test and enrich the research results of this paper.

Originality/value

After considering the willingness to share knowledge, a new knowledge-sharing model and corresponding knowledge-sharing governance model are proposed, and prospect theory is extended to the knowledge-based theory research field.

Details

Journal of Knowledge Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1367-3270

Keywords

Article
Publication date: 14 November 2024

Jianchun Yang, Mengya Qi, Yuqi Du, Zhi Chen and Liying Zhou

This study aims to investigate the impact of technological turbulence on entrepreneurial orientation (EO) in Chinese e-commerce enterprises. It also examines the mediating roles…

Abstract

Purpose

This study aims to investigate the impact of technological turbulence on entrepreneurial orientation (EO) in Chinese e-commerce enterprises. It also examines the mediating roles of business ties and political ties, and the moderating effect of transaction uncertainty on these relationships.

Design/methodology/approach

A sample of 173 Chinese e-commerce enterprises was analyzed using survey data. Structural equation modeling was employed to test the proposed hypotheses, including the direct effects of technological turbulence on EO, the mediating roles of business and political ties, and the moderating effect of transaction uncertainty.

Findings

The results indicate a positive correlation between technological turbulence and EO. Business ties mediate the relationship between technological turbulence and EO, while political ties do not. Transaction uncertainty negatively moderates the relationship between business ties and EO but does not significantly affect the relationship between political ties and EO. Additionally, EO positively impacts market performance.

Originality/value

This study extends the understanding of how external environmental factors, such as technological turbulence, influence EO in the context of Chinese e-commerce. It highlights the differential roles of business and political ties and provides insights into the moderating effects of transaction uncertainty. The findings offer practical implications for e-commerce firms seeking to enhance their entrepreneurial capabilities in turbulent environments.

Details

Asia Pacific Journal of Marketing and Logistics, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1355-5855

Keywords

Article
Publication date: 21 February 2024

Shuifeng Hong, Yimin Luo, Mengya Li and Duoping Yang

This paper aims to empirically investigate time–frequency linkages between Euramerican mature and Asian emerging crude oil futures markets in terms of correlation and risk…

Abstract

Purpose

This paper aims to empirically investigate time–frequency linkages between Euramerican mature and Asian emerging crude oil futures markets in terms of correlation and risk spillovers.

Design/methodology/approach

With daily data, the authors first undertake the MODWT method to decompose yield series into four different timescales, and then use the R-Vine Copula-CoVaR to analyze correlation and risk spillovers between Euramerican mature and Asian emerging crude oil futures markets.

Findings

The empirical results are as follows: (a) short-term trading is the primary driver of price volatility in crude oil futures markets. (b) The crude oil futures markets exhibit certain regional aggregation characteristics, with the Indian crude oil futures market playing an important role in connecting Euramerican mature and Asian emerging crude oil futures markets. What’s more, Oman crude oil serves as a bridge to link Asian emerging crude oil futures markets. (c) There are significant tail correlations among different futures markets, making them susceptible to “same fall but different rise” scenarios. The volatility behavior of the Indian and Euramerican markets is highly correlated in extreme incidents. (d) Those markets exhibit asymmetric bidirectional risk spillovers. Specifically, the Euramerican mature crude oil futures markets demonstrate significant risk spillovers in the extreme short term, with a relatively larger spillover effect observed on the Indian crude oil futures market. Compared with India and Japan in Asian emerging crude oil futures markets, China's crude oil futures market places more emphasis on changes in market fundamentals and prefers to hold long-term positions rather than short-term technical factors.

Originality/value

The MODWT model is utilized to capture the multiscale coordinated motion characteristics of the data in the time–frequency perspective. What’s more, compared to traditional methods, the R-Vine Copula model exhibits greater flexibility and higher measurement accuracy, enabling it to more accurately capture correlation structures among multiple markets. The proposed methodology can provide evidence for whether crude oil futures markets exhibit integration characteristics and can deepen our understanding of connections among crude oil futures prices.

Details

The Journal of Risk Finance, vol. 25 no. 2
Type: Research Article
ISSN: 1526-5943

Keywords

Article
Publication date: 2 February 2022

Wenzhong Gao, Xingzong Huang, Mengya Lin, Jing Jia and Zhen Tian

The purpose of this paper is to target on designing a short-term load prediction framework that can accurately predict the cooling load of office buildings.

Abstract

Purpose

The purpose of this paper is to target on designing a short-term load prediction framework that can accurately predict the cooling load of office buildings.

Design/methodology/approach

A feature selection scheme and stacking ensemble model to fulfill cooling load prediction task was proposed. Firstly, the abnormal data were identified by the data density estimation algorithm. Secondly, the crucial input features were clarified from three aspects (i.e. historical load information, time information and meteorological information). Thirdly, the stacking ensemble model combined long short-term memory network and light gradient boosting machine was utilized to predict the cooling load. Finally, the proposed framework performances by predicting cooling load of office buildings were verified with indicators.

Findings

The identified input features can improve the prediction performance. The prediction accuracy of the proposed model is preferable to the existing ones. The stacking ensemble model is robust to weather forecasting errors.

Originality/value

The stacking ensemble model was used to fulfill cooling load prediction task which can overcome the shortcomings of deep learning models. The input features of the model, which are less focused on in most studies, are taken as an important step in this paper.

Details

Engineering Computations, vol. 39 no. 5
Type: Research Article
ISSN: 0264-4401

Keywords

Article
Publication date: 31 May 2022

Hao Chen, Mengya Liu and Tu Lyu

This study aims to explore the emotion-based mediator of information security fatigue in the relationship between employees’ information security–related stress (SRS) and…

Abstract

Purpose

This study aims to explore the emotion-based mediator of information security fatigue in the relationship between employees’ information security–related stress (SRS) and information security policy (ISP) compliance intention and the effects of psychological capital (PsyCap) on relieving SRS and promoting compliance.

Design/methodology/approach

The authors tested a series of hypotheses by applying partial least squares–based structural equation modeling to survey data from 488 employees in Chinese enterprises.

Findings

The results suggest that the relationship between SRS and ISP compliance intention is fully mediated by information security fatigue. Employees’ SRS promotes their information security fatigue, which reduces their intention to follow ISPs. In addition, employees with high PsyCap may experience low levels of SRS and information security fatigue, which promotes their willingness to comply with ISPs.

Originality/value

This study extends knowledge by introducing information security fatigue and PsyCap to the field of information security management, and it calls attention to the effects on information security behaviors of employee emotions and positive psychological resources in an organization. The authors reveal the emotion-based mediating effect of information security fatigue and the positive influence of PsyCap in information security management.

Details

Information & Computer Security, vol. 30 no. 5
Type: Research Article
ISSN: 2056-4961

Keywords

Article
Publication date: 13 April 2022

Xiongxiong You, Mengya Zhang and Zhanwen Niu

Surrogate-assisted evolutionary algorithms (SAEAs) are the most popular algorithms used to solve design optimization problems of expensive and complex engineering systems…

Abstract

Purpose

Surrogate-assisted evolutionary algorithms (SAEAs) are the most popular algorithms used to solve design optimization problems of expensive and complex engineering systems. However, it is difficult for fixed surrogate models to maintain their accuracy and efficiency in the face of different issues. Therefore, the selection of an appropriate surrogate model remains a significant challenge. This paper aims to propose a dynamic adaptive hybrid surrogate-assisted particle swarm optimization algorithm (AHSM-PSO) to address this issue.

Design/methodology/approach

A dynamic adaptive hybrid selection method (AHSM) is proposed. This method can identify multiple ensemble models formed by integrating different numbers of excellent individual surrogate models. Then, according to the minimum root-mean-square error, the best suitable surrogate model is dynamically selected in each generation and is used to assist PSO.

Findings

Experimental studies on commonly used benchmark problems, and two real-world design optimization problems demonstrate that, compared with existing algorithms, the proposed algorithm achieves better performance.

Originality/value

The main contribution of this work is the proposal of a dynamic adaptive hybrid selection method (AHSM). This method uses the advantages of different surrogate models and eliminates the shortcomings of experience selection. Furthermore, the empirical results of the comparison of the proposed algorithm (AHSM-PSO) with existing algorithms on commonly used benchmark problems, and two real-world design optimization problems demonstrate its competitiveness.

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