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Abstract

Details

Empowerment, Transparency, Technological Readiness and their Influence on Financial Performance, from a Latin American Perspective
Type: Book
ISBN: 978-1-80117-382-7

Open Access
Article
Publication date: 30 August 2022

Francesca Magno and Giovanna Dossena

Many firms are investing in digital services to improve customer experiences. Virtual service agents, or “e-service agents” (“e-agents”) such as chatbots, are examples of these…

5390

Abstract

Purpose

Many firms are investing in digital services to improve customer experiences. Virtual service agents, or “e-service agents” (“e-agents”) such as chatbots, are examples of these efforts. Chatbots are types of virtual-assistant software programs that interact with users through speech or text. This paper aims to investigate whether the perceived hedonic and utilitarian attributes of chatbots can influence customer satisfaction and, consequently, their relationships with brands.

Design/methodology/approach

Data were collected through a questionnaire-based survey among a sample of Italian consumers. A convenience sampling technique was used. Data were then analyzed through Partial Least Squares Structural Equation Modeling to provide a prediction-oriented model assessment. The findings were then complemented with an importanceperformance map analysis (IPMA) to gain more detailed insights and actionable guidelines for managers.

Findings

The findings highlighted that the perceived hedonic and utilitarian attributes of chatbots positively influenced customer satisfaction and improved customer relationships with the brands. However, the IMPA highlighted that the performance levels of two most important attributes – system quality and experience with chatbot – could be improved resulting in additional improvements of customer satisfaction.

Practical implications

This study suggests the importance of firms’ investments in and adoption of e-agents to strengthen consumer–brand relationships and of considering both the hedonic and utilitarian attributes of their e-agents.

Originality/value

This article attempts to enrich and consolidate the growing body of literature concerning the impacts of new technologies – and, specifically, chatbots – in service marketing.

Details

The TQM Journal, vol. 35 no. 5
Type: Research Article
ISSN: 1754-2731

Keywords

Article
Publication date: 29 May 2020

Matti Haverila, Kai Haverila and Jenny Carita Twyford

Relying on importanceperformance theory, this paper uses a distinctive statistical analysis instrument to investigate the importance and performance of crucial wine tasting room…

Abstract

Purpose

Relying on importanceperformance theory, this paper uses a distinctive statistical analysis instrument to investigate the importance and performance of crucial wine tasting room constructs and indicators with a purpose to make real and tangible recommendations for wine tasting room managers to improve the winery visit experience.

Design/methodology/approach

The surveys (N = 402) were conducted among 14 wineries in British Columbia, Canada. The data was analysed by using partial least squares structural equation modelling software SmartPLS with importanceperformance functionality embedded in it.

Findings

The findings indicate the importance and performance of the service quality constructs, assurance, empathy, reliability, responsiveness, and tangibility and their respective indicator variables in importanceperformance map analysis (IPMA). The responsiveness construct showed the highest need for improvement in terms of performance of exogenous service quality constructs in wine tasting rooms. Empathy, value for money and reliability constructs got “no change” recommendation and “tangibility” and “education” recommendation. The assurance construct was not significantly related to customer satisfaction and was not included in the IPMA analysis.

Originality/value

The approach provides an easy to use and visual tool for wineries to assess the importance and performance of the various service quality elements. The tool provides the management of wineries guidance for the identification of strategic areas of service quality improvement.

Article
Publication date: 7 October 2020

Matti Haverila, Kai Christian Haverila and Jenny Carita Twyford

Relying on the importance-performance theory first established by Martilla and James (1977), this research paper utilizes a unique statistical analysis instrument embedded into…

1131

Abstract

Purpose

Relying on the importance-performance theory first established by Martilla and James (1977), this research paper utilizes a unique statistical analysis instrument embedded into the SmartPLS software. It explores the importance and performance of key project management constructs and indicators with a purpose to make practical and actionable recommendations for project managers to identify and improve project management practices.

Design/methodology/approach

The data used were derived from 3,130 system delivery projects in the facilities management industry. The data was analyzed with Partial Least Squares Modelling (PLS) software SmartPLS, using its embedded importance-performance functionality.

Findings

The findings indicate the importance and performance of the project management constructs and their respective indicator variables in an importance-performance (IPMA) map. All three project management phases (constructs); proposal, installation and commissioning, were significantly related to satisfaction. The installation phase (construct) showed the highest potential for performance improvement in project management. With regard to the specific indicator variables, the variable “Coordinating their work with other contractors (or the owner's staff)” received a strong “Do better” recommendation.

Originality/value

The approach and results provide an easy to use and visual tool for project managers to assess the importance and performance of the various elements of project management. The instrument provides a project management direction for the identification of strategic enhancement areas as it is essential to recognize what facets of project management contribute most to the improvement of project management performance over a longer period of time (Cronin and Taylor, 1992; Palmer, 1998).

Details

International Journal of Managing Projects in Business, vol. 14 no. 4
Type: Research Article
ISSN: 1753-8378

Keywords

Abstract

Details

Empowerment, Transparency, Technological Readiness and their Influence on Financial Performance, from a Latin American Perspective
Type: Book
ISBN: 978-1-80117-382-7

Article
Publication date: 21 November 2023

Anchal Luthra, Shivani Dixit and Vikas Arya

The faculties are crucial to education. They should have enough training facilities and be encouraged to actively contribute to high-quality education and successful learning…

Abstract

Purpose

The faculties are crucial to education. They should have enough training facilities and be encouraged to actively contribute to high-quality education and successful learning. Faculty engagement and development activities should be explored and included in learning organizations and employee engagement in India. This paper aims to describe higher education as a learning organization. The research will also assess how faculty development programs affect faculty engagement behaviors in these institutions and if professional development mediates this effect, which has not been previously examined.

Design/methodology/approach

This study was conducted with quantitative data collected from 267 faculties through reliable and validated adapted questionnaires. Semistructured interviews were conducted with heads and professor-level faculties to gain insights into faculty development and engagement. Partial least squares structural equation modeling technique (PLS-SEM 3.3.6 version) was used to test the conceptually drafted model.

Findings

Faculty professional development programs shown to improve higher education faculty engagement and professional progress. The studies also showed that higher education institutions must prioritize faculty development to become learning organizations. Professional development reduced the direct effects of faculty development program (FDP) on faculty engagement. This suggests that professional growth mediates the research.

Practical implications

This research emphasizes and professional development to boost teacher involvement in B-Schools. Management must design faculty development programs to construct professional development and learning organizations, according to the results. Developing and writing rules that encourage faculty engagement in such internal and external programs would also enhance their academic and administrative abilities and assist higher education institutions become learning organizations.

Originality/value

The study is one of the few to examine the impact of faculty development programs and professional development on faculty engagement in higher education institutions, particularly B-Schools, and its competitive mediating role.

Details

The Learning Organization, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0969-6474

Keywords

Article
Publication date: 17 October 2016

Christian M. Ringle and Marko Sarstedt

The purpose of this paper is to introduce the importance-performance map analysis (IPMA) and explain how to use it in the context of partial least squares structural equation…

11151

Abstract

Purpose

The purpose of this paper is to introduce the importance-performance map analysis (IPMA) and explain how to use it in the context of partial least squares structural equation modeling (PLS-SEM). A case study, drawing on the IPMA module implemented in the SmartPLS 3 software, illustrates the results generation and interpretation.

Design/methodology/approach

The explications first address the principles of the IPMA and introduce a systematic procedure for its use, followed by a detailed discussion of each step. Finally, a case study on the use of technology shows how to apply the IPMA in empirical PLS-SEM studies.

Findings

The IPMA gives researchers the opportunity to enrich their PLS-SEM analysis and, thereby, gain additional results and findings. More specifically, instead of only analyzing the path coefficients (i.e. the importance dimension), the IPMA also considers the average value of the latent variables and their indicators (i.e. performance dimension).

Research limitations/implications

An IPMA is tied to certain requirements, which relate to the measurement scales, variable coding, and indicator weights estimates. Moreover, the IPMA presumes linear relationships. This research does not address the computation and interpretation of non-linear dependencies.

Practical implications

The IPMA is particularly useful for generating additional findings and conclusions by combining the analysis of the importance and performance dimensions in practical PLS-SEM applications. Thereby, the IPMA allows for prioritizing constructs to improve a certain target construct. Expanding the analysis to the indicator level facilitates identifying the most important areas of specific actions. These results are, for example, particularly important in practical studies identifying the differing impacts that certain construct dimensions have on phenomena such as technology acceptance, corporate reputation, or customer satisfaction.

Originality/value

This paper is the first to offer researchers a tutorial and annotated example of an IPMA. Based on a state-of-the-art review of the technique and a detailed explanation of the method, this paper introduces a systematic procedure for running an IPMA. A case study illustrates the analysis, using the SmartPLS 3 software.

Abstract

Details

Empowerment, Transparency, Technological Readiness and their Influence on Financial Performance, from a Latin American Perspective
Type: Book
ISBN: 978-1-80117-382-7

Article
Publication date: 14 November 2016

Naser Valaei and Shokouh Jiroudi

The purpose of this paper is to examine the relationship between job satisfaction and employee performance in the media industry as well as the role of demographic variables…

4889

Abstract

Purpose

The purpose of this paper is to examine the relationship between job satisfaction and employee performance in the media industry as well as the role of demographic variables, namely, age, gender, income, marital status, and the level of education as categorical moderators on this relationship.

Design/methodology/approach

A total of 220 valid questionnaires were collected from employees in the Malaysian media industry to examine the goodness of model fit, sign indeterminacy, measurement model, and structural relationships between constructs. Using partial least squares (PLS) path modelling, this study introduces a full-fledged structural equation modelling approach by applying ADANCO 1.1 advanced composite modelling and SmartPLS 3.2.3. PLS-multi-group analysis is applied to examine the heterogeneity of data and test the hypotheses on moderating variables.

Findings

Payment, promotion, supervision, operating conditions, co-workers, and nature of the work were found to be conducive to employees’ job performance, among which co-workers generated the highest path coefficient followed by operating conditions, payment, and promotion. Hypotheses on the relationships between fringe benefits, contingent rewards, communication, and job performance were rejected. Age, gender, and level of education were found as moderators to the relationship between facets of job satisfaction and employees’ job performance.

Practical implications

The results of importance-performance map analysis can help managers and decision makers to prioritize their actions. The findings show that co-workers and operating conditions have the highest importance and payment and contingent rewards have the highest performance on job performance in the media industry.

Originality/value

This study is among the few that investigates the relationship between job satisfaction and job performance in the media industry by considering demographic factors as the moderating variables. This study also contributes methodologically through the introduction of a synergistic PLS approach.

Details

Asia Pacific Journal of Marketing and Logistics, vol. 28 no. 5
Type: Research Article
ISSN: 1355-5855

Keywords

Article
Publication date: 23 January 2023

An Thi Hoai Le and Monty Sutrisna

This paper reports the developments of a project cost control system (PCCS) for construction projects to (1) measure its current level of cost control maturity, (2) examine the…

Abstract

Purpose

This paper reports the developments of a project cost control system (PCCS) for construction projects to (1) measure its current level of cost control maturity, (2) examine the relationships between elements within PCCS processes and (3) identify improvement areas.

Design/methodology/approach

This study adopts a mixed approach of descriptive analysis and partial least squares structural equation modelling (PLS-SEM) to measure the current maturity level of PCCS and evaluate the relationships between elements within PCSS to identify improvement areas. Further importance-performance matrix analysis (IPMA) of priority constructs was conducted to improve a target construct and identify the most important areas of specific actions at indicator levels. The results of IPMA revealed the contrast that has the greatest importance on the performance of others so that the recommendations can be made accordingly. Data collected in New Zealand were used to develop the research model.

Findings

This study develops structural and measurement models with the constructs including pre-control, in-control and post-control processes, enablers and their proposed interrelationships. Then, data from survey of 184 experienced project cost control team members reveal that post-control has the lowest maturity or weakest areas in the PCCS. Data analysis facilitated by PLS-SEM confirmed that all the constructs in the structural model have positive and significant relationships with each other and suggested that systematic cost analysis reports, communication, skills and experience, defining roles and responsibilities, and top management's support should be the highest priority for improving the PCCS in a more effective manner.

Originality/value

This study presents one of the earliest attempts to develop and test an integrated model that links sub-processes in PCCS and their enablers. Secondly, this research adds to the construction project management literature by empirically verifying the roles of enablers in enhancing maturity level of PCCS.

Details

Engineering, Construction and Architectural Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0969-9988

Keywords

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