Search results
1 – 10 of 67Wenzheng Sun, Hong Liu and Nainan Wen
Online task-oriented check-ins (i.e. OTOCs) are popular means of tracking personal progress in certain fields. This study focused on the use of OTOC platforms and explored the…
Abstract
Purpose
Online task-oriented check-ins (i.e. OTOCs) are popular means of tracking personal progress in certain fields. This study focused on the use of OTOC platforms and explored the predictors of individuals' continuing usage intention.
Design/methodology/approach
A model was proposed to understand Chinese users' continuous intention of OTOCs based on the UTAUT framework. Perceived social presence was also incorporated as a predictor of continuance intention of OTOC platforms. A survey of 397 users of the OTOC platforms was conducted in Nanjing, China.
Findings
Performance expectancy, hedonic motivation, and habit had direct, positive influence on the continuous use intention, whereas effort expectancy and social influence were not significant predictors of continuance intention of OTOCs. Perceived social presence was a significant, indirect predictor of intention to continuously use the OTOCs, and the relationship was mediated by performance expectancy, hedonic motivation, and habit.
Originality/value
This study distinguished OTOCs from other modes of self-tracking and extended the UTAUT framework by incorporating perceived social presence as a predictor of continuous technology use in the context of OTOCs. This study also provided a deeper understanding of the interrelations between the explanatory variables of the model that have been identified as robust in previous literature on technology use.
Details
Keywords
Dae-Hee Kim, Lisa Spiller and Matt Hettche
This study aims to examine current practices of social media marketing among major global brands across five product categories (namely, convenience, shopping, specialty…
Abstract
Purpose
This study aims to examine current practices of social media marketing among major global brands across five product categories (namely, convenience, shopping, specialty, industrial and service). Assessing the frequency, media type and content orientations of corporate Facebook pages, this study aims to isolate the qualitative factors of a brand’s social media message that are most likely to facilitate a consumer response.
Design/methodology/approach
A content analysis of 1,086 social media posts was conducted from the corporate Facebook pages of 92 global brands during a one-month (snapshot) time horizon in July 2013. The data collected from each individual post include its media type (i.e. text, photo or video), its content orientation (i.e. task, interaction and self-oriented) and the number and type of consumer response it generated (i.e. likes, comments and shares).
Findings
Research findings reveal that global brands actively utilize social media, posting on average three messages per week and generally use photos (as a media type) and interaction-focused content (as a content orientation) to secure consumer responses. However, differences in consumer responses exist along various product categories, message media type and message content orientation.
Practical implications
Findings imply that marketers should not only carefully consider the media type they use to message consumers on social media but should also try to consider the individual consumer’s motive for interaction.
Originality/value
This article suggests a new way to study social media content by applying pre-existing communication frameworks from salesmanship literature as a way to define message content orientation.
Details
Keywords
Mengmeng Song, Xinyu Xing, Yucong Duan and Jian Mou
Based on appraisal theory and social response theory, this study aims to explore the mechanism of AI failure types on consumer recovery expectation from the perspective of service…
Abstract
Purpose
Based on appraisal theory and social response theory, this study aims to explore the mechanism of AI failure types on consumer recovery expectation from the perspective of service failure assessment and validate the moderate role of anthropomorphism level.
Design/methodology/approach
Three scenario-based experiments were conducted to validate the research model. First, to test the effect of robot service failure types on customer recovery expectation; second, to further test the mediating role of perceived controllability, perceived stability and perceived severity; finally, to verify the moderating effect of anthropomorphic level.
Findings
Non-functional failures reduce consumer recovery expectation compared to functional failures; perceived controllability and perceived severity play a mediating role in the impact of service failure types on recovery expectation; the influence of service failure types on perceived controllability and perceived severity is moderated by the anthropomorphism level.
Originality/value
The findings enrich the influence mechanism and boundary conditions of service failure types, and have implications for online enterprise follow-up service recovery and improvement of anthropomorphic design.
Details
Keywords
Training is one of the key dimensions of internal marketing. Virtual reality (VR), a computer technology that replicates an environment (real or imagined) and simulates a user’s…
Abstract
Purpose
Training is one of the key dimensions of internal marketing. Virtual reality (VR), a computer technology that replicates an environment (real or imagined) and simulates a user’s physical presence in that environment to allow for user interaction, offers unique opportunities from a training perspective, such as allowing users to improve their skills without the consequence of failing real customers or the need to be in the real environment physically. This study aims to focus on comparing the effectiveness of VR hospitality training with that of real-world hospitality training.
Design/methodology/approach
This study adopts situated cognition theory to empirically test the effect of the awareness of contextual variables (social interaction, location and task) on learning and compare learning outcomes between tourism training in VR and real-world experimental settings.
Findings
Results indicate that location and task awareness enhance cognitive absorption, but social awareness does not influence cognitive absorption. There is no significant difference between training in real-world and VR environments. Finally, cognitive absorption has a positive effect on mental model change (the learning outcome).
Originality/value
This result advances the theoretical understanding on the significance of learning context by applying situated cognition theory in hospitality training and has significant implications for training that aims for rigor and efficiency within cost, location and time constraints.
研究目的
培训是内部营销的关键维度之一。 虚拟现实 (VR), 一种复制某种环境(真实的或想象的)并模拟在该环境中实质性存在的用户的计算机技术并且允许用户交互, 从培训的角度来看提供独特的机会, 例如允许用户在没有培训的情况下提高他们的技能避免承担损失真实客户的后果或需要实际身处真实环境中。 本研究的重点是比较 VR 酒店培训与现实世界的招待培训的效果。
研究设计/方法/途径
本研究采用情境认知理论对情境变量(社交互动、位置和任务)的认识对学习和比较 VR 和现实世界实验环境中的旅游培训之间的学习成果进行实证检验。
研究发现
结果表明, 位置和任务意识增强了认知吸收, 但社会意识不影响认知吸收。 在现实世界和 VR 环境中的训练之间没有显着差异。 最后, 认知吸收对心理模式改变(学习结果)有显著积极作用。
研究原创性/价值
该结果通过在酒店培训中应用情境认知理论促进了对学习情境重要性的理论理解, 并对旨在成本、地点和时间限制内实现严谨和高效的培训具有重要意义。
Details
Keywords
Ling Tan, Jian Guan, Yongli Wang, Jingyu Wang, Wenjing Qian and Chundan Zheng
Despite extensive research on personality and leader emergence, very little is known about the process by which employees become or emerge as leaders based on their performance…
Abstract
Purpose
Despite extensive research on personality and leader emergence, very little is known about the process by which employees become or emerge as leaders based on their performance. Integrating functional leadership theory and a behavior perspective, the authors aim to explore the parallel multiple behavioral mediators in the conscientiousness–leader emergence link.
Design/methodology/approach
By integrating a field survey study and two experimental studies, the authors use parallel multiple mediation analysis to explore the mechanisms by which conscientiousness leads to high levels of leader emergence.
Findings
Conscientiousness is positively associated with employee leader emergence. Employee functional behaviors are positively associated with leader emergence. The authors consistently found that the effect of conscientiousness on leader emergence is primarily explained by increases in task- and change-oriented behaviors but not relations-oriented behaviors.
Practical implications
Organizations can design relevant training programs to cultivate and enhance employees' functional behavior, as the study findings suggest that an effective way to translate employees' conscientiousness into their leader emergence is to improve their task- and change-oriented behaviors.
Originality/value
This research highlights the consistent and important role of employees' functional behaviors in the form of task- and change-oriented behaviors linking conscientiousness to leader emergence.
Details
Keywords
Bee-Lia Chua, Amr Al-Ansi, Seongseop (Sam) Kim, Antony King Fung Wong and Heesup Han
This study aims to investigate the theoretical relationships between job stressors, psychological stress and coping strategies in the context of the global travel and tourism…
Abstract
Purpose
This study aims to investigate the theoretical relationships between job stressors, psychological stress and coping strategies in the context of the global travel and tourism crisis faced by the airline industry.
Design/methodology/approach
An online cross-sectional survey was designed to obtain empirical data from airline employees in South Korea and Hong Kong. A total of 366 airline employees participated in the survey through convenience sampling method.
Findings
The structural equation modeling findings indicated that work schedule and demand; job insecurity and financial concerns; and role conflict played a significant role in creating psychological stress, which, in turn, determined emotion-oriented coping. The influence of the identified job stressors on psychological stress was significantly different between South Korean and Hong Kong airline employees.
Practical implications
The study demonstrates ways in which airline employees react to stressful work circumstances to avoid loss of resources. Furthermore, it highlights the role that psychological stress plays in influencing airline employees to direct attention to emotion-oriented coping mechanisms.
Originality/value
In view of the immense impact of the COVID-19 pandemic on the global airline industry, this study expands the role of job stressors in a peculiar and unprecedented work environment in the airline industry and accentuates the varying effects job stress may have on coping strategies from the perspective of airline employees in an Asian culture.
Details
Keywords
Wilson K.S. Leung, Man Kit Chang, Man Lai Cheung and Si Shi
Social commerce (s-commerce) is an online business model combining commercial and social features. Vendors may engage in a business-oriented relationship with customers and/or…
Abstract
Purpose
Social commerce (s-commerce) is an online business model combining commercial and social features. Vendors may engage in a business-oriented relationship with customers and/or establish a personal relationship with customers. The role performed by the vendors may not match customer expectations and needs, resulting in low repurchase intention. Drawing on role theory in the context of customer orientation, this study integrates functional customer orientation (FCO) and relational customer orientation (RCO) with the expectation–confirmation model (ECM) to propose a theoretical framework for explaining customers' post-consumption behaviors. This study also examines how product-specific attributes moderate the effect of FCO and RCO on customer satisfaction.
Design/methodology/approach
This study analyzed 273 survey responses from WeChat users by using PLS-SEM.
Findings
The results confirmed that the confirmation of customer expectations positively affected FCO and RCO. Additionally, FCO and RCO had different effects on customer satisfaction, depending on product type and brand awareness, and their effects on customers' post-consumption behaviors also varied.
Research limitations/implications
The findings suggest that both business and social roles are important to customers in C2C s-commerce. This study also demonstrates product characteristics moderating the effectiveness of customer orientation on customer satisfaction.
Practical implications
This study provides empirical support for vendors and platform developers to implement appropriate selling strategies and manage customer expectations in C2C s-commerce.
Originality/value
This study is the first to incorporate FCO and RCO into the ECM theoretical framework to obtain new insights into vendors' selling approaches in C2C s-commerce, thus contributing to the marketing literature.
Details
Keywords
This purpose of this paper is to evaluate Millennials’ intention to use service mobile apps and assess gender as a moderator.
Abstract
Purpose
This purpose of this paper is to evaluate Millennials’ intention to use service mobile apps and assess gender as a moderator.
Design/methodology/approach
An extended technology acceptance model framework that includes information quality and self-efficacy guides this research. PLS-SEM is used to evaluate the data and test the hypotheses.
Findings
The study reveals that information quality, self-efficacy, perceived ease of use and usefulness, and attitude influence Millennials’ intentions to use service mobile apps. Additionally, gender is found to partially moderate the results.
Practical implications
Service companies that rely on mobile apps to deliver services ought to consider the disparities among the Millennial generation, increasing the likelihood that Millennial customers will adopt service mobile apps and that they receive acceptable customer experiences.
Originality/value
This paper examines the factors influencing adoption and use of service mobile apps among Millennials and examines gender as a moderator. Additionally, guidelines for service mobile app design are included.
Details
Keywords
Please note that the Software Program entitled ‘MicroDisclosure’ mentioned in the ‘Microcomputer Software for Libraries: A Survey’ (Vol. 1, No. 4, October 1983, p. 277) by Dr…
Abstract
Please note that the Software Program entitled ‘MicroDisclosure’ mentioned in the ‘Microcomputer Software for Libraries: A Survey’ (Vol. 1, No. 4, October 1983, p. 277) by Dr. Jeanne M. Nolan was mistakenly attributed to Information Access. MicroDisclosure™ is actually produced by Disclosure Partners, 5161 River Road, Bethesda, Maryland 20816. Telephone: (301) 951–1300 for more information.
Sihem Ben Saad and Fatma Choura
In the context of a profound digital transformation, the need for social interactivity is becoming fundamental for consumers on e-commerce sites. It allows them to interact with…
Abstract
Purpose
In the context of a profound digital transformation, the need for social interactivity is becoming fundamental for consumers on e-commerce sites. It allows them to interact with the company in the same way as with salespeople in physical stores. Among the different existing virtual agents used by companies to offer online solid interaction, this study focuses on virtual recommendation agents (VRAs). The purpose of this paper is to investigate the effectiveness of VRA on consumers’ psychological states and online impulse buying.
Design/methodology/approach
An experimental website was designed for this study. After interacting with VRA, respondents had to take part in a survey. The questionnaire included measures of perception of the VRA, perceived enjoyment, online impulse buying and perceived risk. Structural equation modelling was used to test the research model.
Findings
The results confirm the positive influence of the VRA on perceived enjoyment, which is positively associated with online impulse buying. The effect of the VRA’s presence on perceived enjoyment is moderated by gender.
Research limitations/implications
Only one product category was studied, for which the advice of VRAs is undoubtedly essential. However, this could also be valid for other products, such as technological products, where the consumer’s level of expertise may be low. Hence, the authors propose to extend this study to various products for a better generalization of the results.
Practical implications
This study provides practitioners with relevant findings on the efficiency of VRAs and offers them guidelines to design more interactive commercial websites with higher levels of social interactions. Such interactions should reduce perceived risks and make visitors more confident. This can encourage more traffic and sales, which implies growth in incomes and revenues.
Social implications
Through this technology, VRAs can create more humanized links between consumers and companies.
Originality/value
Working on VRAs is original as they represent the technology that can replace salespeople. In addition, to the best of the authors’ knowledge, this research is the first to test the impact of VRA on online impulse buying. By examining the VRA’s set of fundamental capabilities, this study contributes to existing research on how companies should integrate digital technologies in their sales interactions with consumers, which to date has focused on other sales channels such as social media platforms.
Details