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Article
Publication date: 5 August 2014

Anyuan Shen

The purpose of this paper is an exploratory study of customers’ “lived” experiences of commercial recommendation services to better understand customer expectations for…

Abstract

Purpose

The purpose of this paper is an exploratory study of customers’ “lived” experiences of commercial recommendation services to better understand customer expectations for personalization with recommendation agents. Recommendation agents programmed to “learn” customer preferences and make personalized recommendations of products and services are considered a useful tool for targeting customers individually. Some leading service firms have developed proprietary recommender systems in the hope that personalized recommendations could engage customers, increase satisfaction and sharpen their competitive edge. However, personalized recommendations do not always deliver customer satisfaction. More often, they lead to dissatisfaction, annoyance or irritation.

Design/methodology/approach

The critical incident technique is used to analyze customer satisfactory or dissatisfactory incidents collected from online group discussion participants and bloggers to develop a classification scheme.

Findings

A classification scheme with 15 categories is developed, each illustrated with satisfactory incidents and dissatisfactory incidents, defined in terms of an underlying customer expectation, typical instances of satisfaction and dissatisfaction and, when possible, conditions under which customers are likely to have such an expectation. Three pairs of themes emerged from the classification scheme. Six tentative research propositions were introduced.

Research limitations/implications

Findings from this exploratory research should be regarded as preliminary. Besides, content validity of the categories and generalizability of the findings should be subject to future research.

Practical implications

Research findings have implications for identifying priorities in developing algorithms and for managing personalization more strategically.

Originality/value

This research explores response to personalization from a customer’s perspective.

Details

Journal of Services Marketing, vol. 28 no. 5
Type: Research Article
ISSN: 0887-6045

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Article
Publication date: 3 August 2015

Francisco J. Martínez-López, Irene Esteban-Millat, Ana Argila and Francisco Rejón-Guardia

Psychological perspective has been omitted or considered a secondary issue by past studies focused on e-commerce recommendation systems (RS). However, this perspective is…

Abstract

Purpose

Psychological perspective has been omitted or considered a secondary issue by past studies focused on e-commerce recommendation systems (RS). However, this perspective is key to gaining a better understanding of consumer behaviours when these systems are used to support purchasing processes at online stores. The paper aims to discuss these issues.

Design/methodology/approach

The field study consisted of a simulated online shopping process undertaken by a sample of internet users with a recommender system at a real online store (Pixmania). The authors applied rigorous and detailed exploratory and confirmatory factor analyses to assess the empirical validity of the model.

Findings

The proposed sequence of psychological outcomes is valid, with the exception of one hypothesized relationship. In particular, satisfaction with an online store’s recommender has a strong influence on a consumer’s willingness to purchase one of the items related to his/her shopping goal. However, this satisfaction has no direct effect on a consumer’s intention to make add-on purchases based on the recommender’s suggestions. On the contrary, the results support the idea that add-on purchases are conditioned by a previous purchase related to the consumer’s initial shopping goal. On the other hand, a consumer’s flow state while shopping improves all his/her psychological outcomes linked to an online store’s recommender. The influence of flow state is particularly interesting when seeking to gain a better understanding of consumers’ unplanned purchases based on the recommender’s suggestions. These findings have important implications for practitioners.

Originality/value

This paper discusses in detail and empirically test a set of psychological outcomes that emerge when an e-vendor’s recommender is used to assist a consumer’s shopping process. To the best of the knowledge, this is the first attempt that empirically tests most of the hypothesized relationships within an online store’s RS context.

Details

Internet Research, vol. 25 no. 4
Type: Research Article
ISSN: 1066-2243

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Article
Publication date: 16 August 2013

Elzbieta Lepkowska‐White

The purpose of this paper is to study the use of online recommendation systems on e‐commerce sites is which becoming more common as marketers recognize their potential to

Abstract

Purpose

The purpose of this paper is to study the use of online recommendation systems on e‐commerce sites is which becoming more common as marketers recognize their potential to improve their own operations as well as consumers' shopping experiences. Since some consumers question the credibility of these systems, this study compares responses to such systems (classified based on their source into seller and third party systems) with responses to recommendations coming directly from other consumers. The latter may also be better suited for consumers today since many of them utilize direct information from social media on a daily basis. Past research indicates that reactions to such recommendations may depend on the types of goods they describe and therefore this study also tests whether consumer responses vary with types of goods. The study examines consumer reactions to recommendations designed for search, experience, and credence goods. Finally, this study also explores the most desired features of recommendations to help marketers come up with the most effective recommendations that help facilitate purchasing decisions.

Design/methodology/approach

The study surveys a convenience sample of 202 undergraduate students to test these objectives. It was a 3 (product types) by 3 (recommendation types) factorial design with multiple dependent variables and three covariates.

Findings

The study reveals that, irrespective of the product type, consumers react differently to the three types of recommendations that are tested. This study shows that consumers have the most positive attitudes and most frequently utilize recommendations coming directly from other consumer. This suggests that more attention should be directed to these recommendations in marketing theory and practice. Consumers also hold more positive attitudes towards third‐party recommendation systems than recommendation systems coming from the seller. They also have more positive reactions toward recommendations designed for search and experience goods rather than credence products. Finally, the study also examines the usefulness of different characteristics of these recommendations to help online managers develop most effective recommendations online and finds that it varies with different types of recommendations and products for which recommendations are used.

Originality/value

In addition to the recommendation systems that have been explored in the past (seller and third party systems), the study examines reactions to recommendations coming directly from other consumers, as these recommendations may be better suited for today's audiences. The study shows which recommendation type is best received and most frequently used online. It also tests reactions to recommendations designed for different types of goods. This study includes credence goods, in addition to search and experience products, since consumer reactions to recommendations designed for credence goods have not been yet explored in the past research. It also found that recommendations are better received for goods with a higher number of search features. Finally, the study explores the specific features of different recommendation types and based on the findings proposes how these online recommendations should be structured to be most effective.

Details

Journal of Research in Interactive Marketing, vol. 7 no. 3
Type: Research Article
ISSN: 2040-7122

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Book part
Publication date: 4 September 2003

Arch G. Woodside and Marcia Y. Sakai

A meta-evaluation is an assessment of evaluation practices. Meta-evaluations include assessments of validity and usefulness of two or more studies that focus on the same…

Abstract

A meta-evaluation is an assessment of evaluation practices. Meta-evaluations include assessments of validity and usefulness of two or more studies that focus on the same issues. Every performance audit is grounded explicitly or implicitly in one or more theories of program evaluation. A deep understanding of alternative theories of program evaluation is helpful to gain clarity about sound auditing practices. We present a review of several theories of program evaluation.

This study includes a meta-evaluation of seven government audits on the efficiency and effectiveness of tourism departments and programs. The seven tourism-marketing performance audits are program evaluations for: Missouri, North Carolina, Tennessee, Minnesota, Australia, and two for Hawaii. The majority of these audits are negative performance assessments. Similarly, although these audits are more useful than none at all, the central conclusion of the meta-evaluation is that most of these audit reports are inadequate assessments. These audits are too limited in the issues examined; not sufficiently grounded in relevant evaluation theory and practice; and fail to include recommendations, that if implemented, would result in substantial increases in performance.

Details

Evaluating Marketing Actions and Outcomes
Type: Book
ISBN: 978-0-76231-046-3

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Article
Publication date: 6 June 2008

Lee E. Allen

The purpose of this paper is to identify and examine the concerns of administrative and clerical employees towards a web‐based business system and associated training…

Abstract

Purpose

The purpose of this paper is to identify and examine the concerns of administrative and clerical employees towards a web‐based business system and associated training which were not identified either before or during an enterprise resource planning (ERP) implementation. Post‐implementation analyses revealed that while an implementation can be deemed a success immediately following go‐live dates, long‐term planning is essential to maintain change management continuity for administrators and employees.

Design/methodology/approach

The stages of concern component of the concerns‐based adoption model offered a method of analysis of the Dallas, Texas, Independent School District's employees to identify the perceptions and levels of acceptance of the users in regards to the implementation of an ERP system in a public school district.

Findings

The findings for the research questions assisted in interpreting and categorizing the responses to the open‐ended portion of the stages of concern questionnaire; and providing recommended guidelines for future ERP implementations in similar environments.

Practical implications

The paper shows how leaders in an organization must understand the employees' perceptions of the changes taking place in an ERP implementation and post‐implementation. Based on the findings, a summary, conclusion, and recommendations for further research are provided to assist K‐12 districts in planning for ERP implementations.

Originality/value

The significance of this study encompasses the impact of the integration of new technology with various associated people, processes, and systems. Understanding the impact of such potentially significant change by measuring a user community's overall perception and level of acceptance is a key component in providing guidance for future implementations in similar organizational and institutional environments.

Details

Business Process Management Journal, vol. 14 no. 3
Type: Research Article
ISSN: 1463-7154

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Article
Publication date: 2 April 2020

Preeti Virdi, Arti D. Kalro and Dinesh Sharma

Collaborative filtering based recommender systems (CF–RS) are widely used to recommend products based on consumers' preference similarity. Recommendations by CF–RS merely…

Abstract

Purpose

Collaborative filtering based recommender systems (CF–RS) are widely used to recommend products based on consumers' preference similarity. Recommendations by CF–RS merely provide suggestions as “people who bought this also bought this” while, consumers are unaware about the source of these recommendations. By amalgamating CF–RS with consumers' social network information, e-commerce sites can offer recommendation from social networks of consumers. These social network embedded systems are known as social recommender systems (SRS). The extant literature has researched on the algorithms and implementation of these systems; however, SRS have not been understood from consumers' psychological perspective. This study aims to qualitatively explore consumers' motives to accept SRS in e-commerce websites.

Design/methodology/approach

This qualitative study is based on in-depth interviews of frequent online shoppers. SRS are currently not very widespread in the Indian e-commerce space; hence, a vignette was shown to respondents before they responded to the questions. Inductive qualitative content analysis method was used to analyse these interviews.

Findings

Three main themes (social-gratification, self-gratification and information-gratification) emerged from the analysis. Out of these, social-gratification acts as an enabler, while self-gratification along with some elements of information-gratification act as inhibitors towards acceptance of social recommendations. Based on these gratifications, we present a conceptual model on consumer's acceptance of social recommendations.

Originality/value

This study is an initial attempt to qualitatively understand consumers' attitudes and acceptance of social recommendations on e-commerce websites, which in itself is a fairly new phenomenon.

Details

Online Information Review, vol. 44 no. 3
Type: Research Article
ISSN: 1468-4527

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Article
Publication date: 7 November 2008

Matthew L. Collins and Naim Kapucu

The aim of this research is to better inform public policy makers and the disaster management community about the use of early warning systems. The central research…

Abstract

Purpose

The aim of this research is to better inform public policy makers and the disaster management community about the use of early warning systems. The central research question of this article is how local governments should provide early warning to the citizenry of impending tornado danger.

Design/methodology/approach

The main objectives of the paper were achieved by reviewing the literature on early warning systems for tornadoes and by conducting a content analysis of news reports, from the Orlando Sentinel newspaper, which identified the most cost‐effective early warning system for tornadoes. The theoretical approach of the paper covered the responses, results, and recommendations themes from the disaster management early warning system literature.

Findings

The study concludes with a disaster management policy recommendation for an early warning system for tornadoes for local government. The paper's recommendation is to utilize the cost‐effective NOAA weather radios to alert the citizenry of impending tornado danger. This recommendation is also generalizable to early warning systems for hurricanes, flash flooding, terrorist attacks, and other major natural and man‐made disasters.

Research limitations/implications

A research limitation is that the paper focuses on Central Florida. Future research could begin with the paper's findings and generalize these findings to other areas internationally.

Practical implications

The paper will better inform governmental policy makers and members of the disaster management community about the early warning system alternatives available to warn the citizenry of impending tornado danger. It will hopefully begin a dialogue among disaster management practitioners and academics about early warning systems for tornadoes.

Originality/value

The paper fills a gap in the tornado early warning system literature. Heretofore, there has been little writing, which this paper reviews, that compares early warning systems for tornadoes. However, the original value of the paper is that it specifically focuses on the instrument of warning the citizenry of tornadoes, the time of day of the tornado event, and the life‐saving effects of tornado warnings. The value of the paper will be to public policy makers world‐wide and to the growing disaster management community.

Details

Disaster Prevention and Management: An International Journal, vol. 17 no. 5
Type: Research Article
ISSN: 0965-3562

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Article
Publication date: 8 December 2020

Muhammad Hasnain Abbas Naqvi, Yushi Jiang and Mishal Naqvi

This article investigates the factors in customer engagement with electronic brand (e-brand) communities and the mechanism behind their effects. The aim is to investigate…

Abstract

Purpose

This article investigates the factors in customer engagement with electronic brand (e-brand) communities and the mechanism behind their effects. The aim is to investigate the influence of various characteristics of e-brand communities on customer engagement, satisfaction through brand loyalty, and Recommendation.

Design/methodology/approach

A survey questionnaire was administered to 320 Facebook users in Pakistan. The aim is to investigate the influence of various characteristics of e-brand communities on customer engagement, satisfaction through brand loyalty and recommendation. The data were analyzed using PLS-SEM to test a model developed under the stimulus–organism–response perspective.

Findings

Each community attribute significantly affected customer engagement, which was further found to mediate the relationship from these attributes through to customer satisfaction and then to brand loyalty and recommendation.

Originality/value

An original model hypothesized from the stimulus–organism–response framework was validated among an emerging market sample, highlighting the role of customer engagement with e-brand communities in mediating the effects of information and service quality on customer satisfaction.

Details

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

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Article
Publication date: 12 August 2019

Adekunle Oluseyi Afolabi and Pekka Toivanen

The roles recommendation systems play in health care have become crucial in achieving effective care and in meeting the needs of modern care giving. As a result, efforts…

Abstract

Purpose

The roles recommendation systems play in health care have become crucial in achieving effective care and in meeting the needs of modern care giving. As a result, efforts have been geared toward using recommendation systems in the management of chronic diseases. Effectiveness of these systems is determined by evaluation following implementation and before deployment, using certain metrics and criteria. The purpose of this study is to ascertain whether consideration of criteria during the design of a recommendation system can increase acceptance and usefulness of the recommendation system.

Design/methodology/approach

Using survey-style requirements gathering method, the specific health and technology needs of people living with chronic diseases were gathered. The result was analyzed using quantitative method. Sets of harmonized criteria and metrics were used along with requirements gathered from stakeholders to establish relationship among the criteria and the requirements. A matching matrix was used to isolate requirements for prioritization. These requirements were used in the design of a mobile app.

Findings

Matching criteria against requirements highlights three possible matches, namely, exact, inferential and zero matches. In any of these matches, no requirement was discarded. This allows priority features of the system to be isolated and accorded high priority during the design. This study highlights the possibility of increasing the acceptance rate and usefulness of a recommendation system by using metrics and criteria as a guide during the design process of recommendation systems in health care. This approach was applied in the design of a mobile app called Recommendations Sharing Community for Aged and Chronically Ill People. The result has shown that with this method, it is possible to increase acceptance rate, robustness and usefulness of the product.

Research limitations/implications

Inability to know the evaluation criteria beforehand, inability to do functional analysis of requirements, lack of well-defined requirements and often poor cooperation from people living with chronic diseases during requirements gathering for fear of stigmatization, confidentiality and privacy breaches are possible limitations to this study.

Practical implications

The result has shown that with this method, it is possible to isolate more important features of the system and use them during the design process, thereby speeding up the design and increasing acceptance rate, robustness and usefulness of the system. It also helps to see in advance the likely features of the system that will enhance its usefulness and acceptance, thereby increasing the confidence of the developers in their ability to deliver a system that will meet users’ needs. As a result, developers know beforehand where to concentrate their efforts during system development to ascertain the possibility of increasing usefulness and acceptance rate of a recommendation system. In addition, it will also save time and cost.

Originality/value

This paper demonstrates originality by highlighting and testing the possibility of using evaluation criteria and metrics during the design of a recommender system with a view to increasing acceptance and enhancing usefulness. It also shows the possibility of using the metrics and criteria in system’s development process for an exercise other than evaluation.

Details

Journal of Systems and Information Technology, vol. 21 no. 3
Type: Research Article
ISSN: 1328-7265

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Article
Publication date: 31 August 2020

Nankpan Moses Nanyun and Alireza Nasiri

This paper aims to examine the extent of successes and challenges of adoption and implementation of Financial Action Task Force (FATF) codes in member states by…

Abstract

Purpose

This paper aims to examine the extent of successes and challenges of adoption and implementation of Financial Action Task Force (FATF) codes in member states by highlighting the influence of the FATF anti-money laundering policy framework on money laundering (ML) and the way forward in heightening the fight against the fast-evolving nature of ML and terrorist financing activities.

Design/methodology/approach

This paper, based on a purely qualitative desktop study, is drawn on historical information from FATF’s recommendations, its periodic reports, publications and other secondary sources such as books, journal articles on financial systems and scholarly literature.

Findings

The challenges found include difficulty in domestic coordination, capacity constraints of countries, inadequate operational resources and assessment complexities in the implementation of FATF standards. Nonetheless, FATF has chalked some successes such as the harmonization of legislation and enforcement efforts through the provision of coordination points. Other successes include flexibility in response to new threats, adoption of the mutual evaluation process, which advanced peer pressure on defaulting members, enhancement of the international financial space and the enhancement of the legitimization of FATF’s processes.

Originality/value

This paper provides a description of the successes and challenges of the FATF’s 40 + 9 recommendations since its establishment. The outcome would alert countries and players within the international financial space to invest more in capacity building and the entrenchment of the recommendations into their domestic laws.

Details

Journal of Money Laundering Control, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1368-5201

Keywords

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