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Article
Publication date: 21 December 2020

R. Venkatesakumar, Sudhakar Vijayakumar, S. Riasudeen, S. Madhavan and B. Rajeswari

The star rating summarises the review content and conveys the message faster than other review components. Star ratings influence helpfulness of the reviews, and extreme…

Abstract

Purpose

The star rating summarises the review content and conveys the message faster than other review components. Star ratings influence helpfulness of the reviews, and extreme reviews are considered as less helpful in the decision process. However, literature has rarely addressed variations in star ratings across product categories and variations between two online retailers. In this paper, the authors have compared the distribution of star ratings across 11 products and among the retailers.

Design/methodology/approach

Online reviews for 11 product categories have collected, and the authors compared the distribution of star ratings across 11 products and retailers. Correspondence analysis has been applied to show the association between star ratings and product categories for the e-retail firms.

Findings

The Amazon site contains proportionately more number of 1-star rated reviews than Flipkart. In Amazon reviews, few product categories are closely associated with 1-star and 2-star reviews, whereas no product categories are closely associated with 1-star and 2-star reviews in Flipkart reviews. The results indicate two distinct communication strategies followed by the firms in managing online consumer reviews.

Research limitations/implications

The authors did not analyse data across demographic details because of access restriction policies of the websites.

Practical implications

Understanding the distribution of review characteristics will improve the consumer’s decision-making ability and using online review content judiciously.

Social implications

This study’s results show significant insights on online retailing by providing cues in using shopping sites and online review characteristics of two prominent retailers.

Originality/value

This paper has brought out a distinct distribution pattern of online review between Amazon and Flipkart. Amazon allows a higher degree of negative contents, whereas Flipkart allows more number of positive reviews.

Details

Vilakshan - XIMB Journal of Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0973-1954

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Article
Publication date: 4 November 2020

Pachayappan Murugaiyan and Venkatesakumar Ramakrishnan

Little attention has been paid to restructuring existing massive amounts of literature data such that evidence-based meaningful inferences and networks be drawn therefrom…

Abstract

Purpose

Little attention has been paid to restructuring existing massive amounts of literature data such that evidence-based meaningful inferences and networks be drawn therefrom. This paper aims to structure extant literature data into a network and demonstrate by graph visualization and manipulation tool “Gephi” how to obtain an evidence-based literature review.

Design/methodology/approach

The main objective of this paper is to propose a methodology to structure existing literature data into a network. This network is examined through certain graph theory metrics to uncover evidence-based research insights arising from existing huge amounts of literature data. From the list metrics, this study considers degree centrality, closeness centrality and betweenness centrality to comprehend the information available in the literature pool.

Findings

There is a significant amount of literature on any given research problem. Approaching this massive volume of literature data to find an appropriate research problem is a complicated process. The proposed methodology and metrics enable the extraction of appropriate and relevant information from huge quantities of literature data. The methodology is validated by three different scenarios of review questions, and results are reported.

Research limitations/implications

The proposed methodology comprises of more manual hours to structure literature data.

Practical implications

This paper enables researchers in any domain to systematically extract and visualize meaningful and evidence-based insights from existing literature.

Originality/value

The procedure for converting literature data into a network representation is not documented in the existing literature. The paper lays down the procedure to structure literature data into a network.

Details

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

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Article
Publication date: 27 February 2020

Genuine Narzary and Sasmita Palo

The present study aims at investigating mediating–moderating effect of job satisfaction between structural empowerment and organisational citizenship behaviour.

Abstract

Purpose

The present study aims at investigating mediating–moderating effect of job satisfaction between structural empowerment and organisational citizenship behaviour.

Design/methodology/approach

The study was conducted using standardised questionnaires. Responses were gathered from 178 auxiliary nurse and midwives working in primary health care centres in Chirang and Kokrajhar districts of Assam. Census method of data collection was adopted. The mediating–moderating effect of job satisfaction was assessed using the structural equation modelling.

Findings

Structural equation modelling result shows that structural empowerment has significant and positive effect on job satisfaction (0.68) and organisational citizenship behaviour (0.37). Job satisfaction has significant and positive effect on organisational citizenship behaviour (0.39). Job satisfaction significantly mediates-moderates (0.23) between structural empowerment and organisational citizenship behaviour.

Research limitations/implications

Given the only female auxiliary nurse and midwives and comparatively small sample obtained in this study, no attempt should be made to generalise these findings to other nurses or organisations. All data were obtained through a self-report survey, presenting a possibility for common method bias.

Practical implications

Promoting structural empowerment may help medical officer (supervisor) to increase auxiliary nurse and midwives’ level of job satisfaction and promote organisational citizenship behaviour.

Originality/value

This is the first study conducted on the mediating–moderating effect of job satisfaction on the relationship between structural empowerment and organisational citizenship behaviour among auxiliary nurse and midwives workings in rural and semi-urban areas in Assam (India).

Details

Personnel Review, vol. 49 no. 7
Type: Research Article
ISSN: 0048-3486

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Article
Publication date: 8 January 2018

Jay Kandampully, Tingting(Christina) Zhang and Elina Jaakkola

In the contemporary hospitality industry, superior customer experiences are essential in gaining customer loyalty and achieving a competitive advantage. However, limited…

Abstract

Purpose

In the contemporary hospitality industry, superior customer experiences are essential in gaining customer loyalty and achieving a competitive advantage. However, limited research addresses this subject. The purpose of this study is to advance scholarly research on customer experience management (CEM) in the hospitality field by providing a comprehensive overview of the key elements of CEM, a framework for managing customer experience and a rich agenda for research.

Design/methodology/approach

An extensive literature review produces a comprehensive overview of the existing knowledge of CEM. A synthesis of previous literature reveals the need for additional, contemporary information sources. The study is, therefore, supplemented by invited commentaries on CEM from senior scholars and hospitality managers.

Findings

The proposed model takes a holistic perspective on managing a positive customer experience, through collaboration among marketing, operations, design, human resources and strategy, in association with technology and social media.

Research limitations/implications

The literature review and commentaries from leading experts reveal six areas for further research on CEM in the hospitality industry.

Originality/value

This study provides a comprehensive, systematic review of CEM literature and detailed understanding of the mechanisms for managing customer experiences in the hospitality industry. It integrates state-of-the-art CEM knowledge in the generic business context, along with principles of hospitality management, and advances CEM research by emphasizing the need for collaboration among marketing, operations and human resources.

Details

International Journal of Contemporary Hospitality Management, vol. 30 no. 1
Type: Research Article
ISSN: 0959-6119

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Article
Publication date: 7 October 2014

Hui-Chun Huang, Ya-Ting Chang, Che-Yi Yeh and Chung-Wei Liao

The authors empirically evaluated the effect of price promotions on customer quality evaluations and repeat-purchase intentions in coffee chain stores. The moderating role…

Abstract

Purpose

The authors empirically evaluated the effect of price promotions on customer quality evaluations and repeat-purchase intentions in coffee chain stores. The moderating role of customer characteristics in this process was also investigated.

Design/methodology/approach

Consumers in 12 coffee chain stores were surveyed and 488 usable questionnaires were obtained. Relationships in the test model were examined using structural equation modeling techniques. A multiple-group solution was used to test the moderating effects of consumer characteristics.

Findings

The results of structural equation modeling analyses suggested that price-promotion activities at Starbucks in Taiwan had a favorable effect on customer quality evaluations and positively influenced repeat-purchase intentions. The moderating effects of consumer characteristics were partially supported. Whereas sex showed no significant moderating effect, consumption frequency did demonstrate a moderating effect.

Practical implications

The results indicate that existing customers may see price promotions at Starbucks in Taiwan as a reward or incentive, and thus lead to an increase in favorable evaluations. The findings provide a new perspective that may encourage those involved in the marketing of coffee chain stores to manage price promotions in a more strategic manner by considering customer characteristics.

Originality/value

The effects of price promotions on brand evaluation remain controversial and may vary among product categories. Additionally, most studies regarding price promotions have used an experimental approach, and few studies of price promotions in the coffee industry have been reported. The study is among the first to empirically examine the effects of price promotions and the moderating role of consumer characteristics in the process at coffee chain stores.

Details

International Journal of Contemporary Hospitality Management, vol. 26 no. 7
Type: Research Article
ISSN: 0959-6119

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Article
Publication date: 4 May 2020

Fatma Altuntas and Mehmet Şahin Gök

The purpose of this paper is to analyze the wind energy technologies using the social network analysis based on patent information. Analysis of patent documents with…

Abstract

Purpose

The purpose of this paper is to analyze the wind energy technologies using the social network analysis based on patent information. Analysis of patent documents with social network analysis is used to identify the most influential and connected technologies in the field of wind energy.

Design/methodology/approach

In the literature, patent data are often used to evaluate technologies. Patents related to wind energy technologies are obtained from the United States Patent and Trademark Office database and the relationships among sub-technologies based on Corporate Patent Classification (CPC) codes are analyzed in this study. The results of two-phase algorithm for mining high average-utility itemsets algorithm, which is one of the utility mining algorithm in data mining, is used to find associations among wind energy technologies for social network analysis.

Findings

The results of this study show that it is very important to focus on wind motors and technologies related to energy conversion or management systems reducing greenhouse gas emissions. The results of this study imply that Y02E, F03D and F05B CPC codes are the most influential CPC codes based on social network analysis.

Originality/value

Analysis of patent documents with social network analysis for technology evaluation is extremely limited in the literature. There is no research related to the analysis of patent documents with social network analysis, in particular CPC codes, for wind energy technology. This paper fills this gap in the literature. This study explores technologies related to wind energy technologies and identifies the most influential wind energy technologies in practice. This study also extracts useful information and knowledge to identify core corporate patent class (es) in the field of wind energy technology.

Details

Kybernetes, vol. 50 no. 5
Type: Research Article
ISSN: 0368-492X

Keywords

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Article
Publication date: 15 November 2018

Cicero Vasconcelos Ferreira Lobo, Robisom Damasceno Calado and Roberta Dalvo Pereira da Conceição

Lean approach has overcome the boundaries of the automotive and manufacturing industry and has achieved many different sectors of the economy, including services. In this…

Abstract

Purpose

Lean approach has overcome the boundaries of the automotive and manufacturing industry and has achieved many different sectors of the economy, including services. In this context, this paper aims to investigate the applicability of value stream mapping (VSM) tool in processes of the oil and gas chain. Also, this paper investigates if there is a specific framework currently being used by organizations belonging to this chain to map the value stream of its processes.

Design/methodology/approach

A detailed systematic review of the literature is done by using a set of relevant keywords based on peer-reviewed journal articles and conference papers available in the Scopus database, analyzing data from 2012 to 2017. Content analysis methodology involving a four-step process (identification, screening, eligibility and inclusion) suggested by Moher et al. (2009) was adopted for this study.

Findings

The number of studies in literature on VSM applicability to the oil and gas chain processes is low when compared to studies regarding the application of lean tools and methods in general in this area. Also, there is no specific framework that has been used by the oil and gas chain companies to carry out the VSM, which is a research gap that can be further explored.

Research limitations/implications

Sample size for this research consists of 42 studies, thereby limiting the generalizability of the research studies. However, the analysis presented in this paper was based only on Scopus database, which is a remarkable and broad base, which provided robustness to the data found.

Practical implications

Practicing managers of oil and gas chain who are planning to transform their processes can use the VSM for it. Researchers can explore the research gap found in this study and develop a specific framework to implement VSM in the oil and gas chain processes.

Originality/value

This is the first paper to evaluate the VSM tool applicability to the oil and gas chain processes based on an systematic literature review and understand if this is possible and if there is a specific framework to carry out this task.

Details

International Journal of Lean Six Sigma, vol. 11 no. 2
Type: Research Article
ISSN: 2040-4166

Keywords

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Article
Publication date: 1 April 2021

Pachayappan Murugaiyan and Panneerselvam Ramasamy

The paper aims to present a systematic literature review to analyze interrelated enablers of Industry 4.0 for implementation. Industry 4.0 is an integrated manufacturing…

Abstract

Purpose

The paper aims to present a systematic literature review to analyze interrelated enablers of Industry 4.0 for implementation. Industry 4.0 is an integrated manufacturing strategy embedded with disruptive technologies. Adapting these technologies with the present industrial scenario is dependent on understanding the dynamics of various critical enablers in the existing literature. In this paper, an effort has been taken to validate and reinforce these enablers by experts in the field of Industry 4.0 for implementation.

Design/methodology/approach

A mixed-methodology is designed in this paper. A text mining approach with an expert’s linguistic assessment method is planned to discover the enablers from literature 2010 to 2019. The most critical enablers and their dependencies on other enablers are studied by using correlation analysis.

Findings

The research explores the power driving enablers in three groups: technology, features and requirements for implementing Industry 4.0 in the existing factory. In each group, a high degree of associated and dependent enablers is fragmented in detail.

Practical implications

This paper will benefit the research communities and practitioners to understand the significance of an integrated ecosystem of Industry 4.0 technologies, features and requirements for implementation.

Originality/value

The text mining approach integrated with expert’s linguistic assessment to explore the pairwise relationship among the enablers using word correlation is a novel approach in this paper. Moreover, to best of the authors’ knowledge, this is the first-ever attempt to conduct a structured literature review combined with text analysis and linguistic assessment to identify the enablers of Industry 4.0 for implementation.

Details

Management Research Review, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2040-8269

Keywords

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Article
Publication date: 10 April 2017

Young Gin Choi, Chihyung “Michael” Ok and Sunghyup Sean Hyun

This study aims to investigate the effects of coffeehouse brand experiences and brand personality traits on brand prestige, and the effects of brand prestige on brand…

Abstract

Purpose

This study aims to investigate the effects of coffeehouse brand experiences and brand personality traits on brand prestige, and the effects of brand prestige on brand relationship quality and loyalty in the coffeehouse industry.

Design/methodology/approach

Validated measurements were identified from a literature review. The measurement model and the conceptual model depicting hypothesized relationships were evaluated based on responses from 309 coffeehouse customers using confirmatory factor analysis and a structural equation modeling, accordingly.

Findings

Brand experiences and brand personality traits had direct effects on brand prestige, which in turn influenced brand relationship quality and attitudinal loyalty. Brand relationship quality directly and indirectly influenced attitudinal and behavioral brand loyalty.

Research limitations/implications

The data were collected from coffeehouse customers in the USA; therefore, the results may not be generalizable to other regions or types of service industries. The results have important theoretical and practical implications for gaining a competitive advantage through brand experiences, brand personality traits and prestige.

Practical implications

To enhance the coffeehouse brand prestige, it is critical to enhance patrons’ experiential interactions by using sensory appealing equipment/tools, developing sentimental slogans, active/behavioral mascots and intellectual advertising. Furthermore, it is necessary for it to build and enhance its own brand personality characterized by sincerity, excitement, competence, sophistication and ruggedness.

Originality/value

This study is the first to empirically test the relationships between brand experiences, brand personality traits and prestige in the coffeehouse industry.

Details

International Journal of Contemporary Hospitality Management, vol. 29 no. 4
Type: Research Article
ISSN: 0959-6119

Keywords

Content available
Article
Publication date: 23 July 2020

B. Rajeswari, S. Madhavan, Ramakrishnan Venkatesakumar and S. Riasudeen

This study aims to compare online review characteristics, review length and review sentiment score between “organic” and “regular” food products. In addition, variations…

Abstract

Purpose

This study aims to compare online review characteristics, review length and review sentiment score between “organic” and “regular” food products. In addition, variations in the consumer sentiment scores across the review lengths are studied.

Design/methodology/approach

This study fits into the descriptive research design. From Amazon’s website, the consumer product reviews are scrapped. Using the text analytical package “sentiment” in R-Studio, we computed the sentiment scores and counted the number of words in each review. The mean sentiment scores and mean review length are compared for regular and organic products using one-way ANOVA. Sentiment score variation across review length and product class is studied through factorial ANOVA. Sample reviews of ghee and honey are used to test the hypotheses.

Findings

The review length shows a significant difference between the regular and organic products. The mean number of words in the regular products reviews is significantly lower than the mean number of words in the organic product reviews. The regular products’ mean sentiment score is significantly lower than the mean sentiment score of organic products. The mean sentiment scores are not consistent between ghee and honey. Sentiment scores are better for organic honey and regular ghee products. For regular ghee products, longer reviews result in lower sentiment scores. For regular and organic versions of honey, longer reviews are associated with better sentiment scores.

Research limitations/implications

This study did not include the helpfulness of a review and the demographic data of the reviewers.

Practical implications

Sentiment scores’ variations across the regular and organic and product categories such as ghee and honey give a comprehensive feedback to the firms. It also indirectly communicates a brand’s evaluation by the consumers and the performance feedback for an upward extension like the organic category.

Social implications

Studies on organic category give feedback for environment-friendly products and consumer attitude shift towards safer products.

Originality/value

Very limited studies have reported the upward line extensions. The authors study the upward line extension organic and associated sentiment scores variation. The role of review length and its systematic influence on the sentiment scores, variations in the review due to the product nature (organic/regular) are unique contributions of this study.

Details

Rajagiri Management Journal, vol. 14 no. 2
Type: Research Article
ISSN: 0972-9968

Keywords

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