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1 – 10 of over 49000
Article
Publication date: 1 March 2013

Wenyu Chen, Zhongquan Zhang, Tao Xiang and Ru Zeng

The purpose of this paper is to obtain more accurate matching between the request and the release of web service.

244

Abstract

Purpose

The purpose of this paper is to obtain more accurate matching between the request and the release of web service.

Design/methodology/approach

This paper adopts Levenshtein distance algorithm to calculate the name similarity between publishing service and request service, employs cosine theorem to compute the text similarity, and uses semantic distance to count the input‐output similarity, then filters out the low similarity and bad reputation services to structure the candidate service set.

Findings

The qualitative and quantitative analysis of the scheme is given in this paper. The experimental results show that the multi‐level matching filtering algorithm can obviously improve the recall ratio and precision ratio of web service discovery.

Originality/value

This paper proposes a similarity‐based filtering algorithm for multi‐level matching.

Details

COMPEL - The international journal for computation and mathematics in electrical and electronic engineering, vol. 32 no. 2
Type: Research Article
ISSN: 0332-1649

Keywords

Article
Publication date: 17 November 2022

Sungwon Oh, Min Jae Park, Tae You Kim and Jiho Shin

This study aimed to present the methodology of the text data analysis to establish marketing strategies for fintech companies in a practical way. Specifically, the methodology was…

1178

Abstract

Purpose

This study aimed to present the methodology of the text data analysis to establish marketing strategies for fintech companies in a practical way. Specifically, the methodology was presented to convert customers' review data, which consisted of the text data (unstructured data), to the numerical data (structured data) by using a text mining algorithm “Global Vectors for Word Representation,” abbreviated as “GloVe”; additionally, the authors presented the methodology to deploy the numerical data for marketing strategies with eliminate-reduce-raise-create (ERRC) value factor analytics.

Design/methodology/approach

First, the authors defined the background, features and contents of fintech services based on a review of related literature review. Additionally, they examined business strategies, the importance of social media for fintech services and fintech technology trends based on the literature review. Next, they analyzed the similarity between fintech-related keywords, which represent the trends in fintech services, and the text data related to fintech corporations and their services posted on Facebook and Twitter, which are two of the most popular social media globally, during the period 2017–2019. The similarity was then quantified and categorized in terms of the representative global fintech companies and the status of each fintech service sector. Furthermore, the similarity was visualized, and value elements were rebuilt using ERRC strategy analytics.

Findings

This study is meaningful in that it quantifies the degree of similarity between customers' responses, experiences and expectations regarding the rapidly growing global fintech firms' services and trends in fintech services.

Originality/value

This study suggests a practical way to apply in business by providing a method for transforming unstructured text data into structured numerical data it is measurable. It is expected that this study can be used as the basis for exploring sustainable development strategies for the fintech industry.

Details

Management Decision, vol. 61 no. 1
Type: Research Article
ISSN: 0025-1747

Keywords

Article
Publication date: 15 June 2023

Jomjai Sampet, Naruanard Sarapaivanich, Erboon Ekasingh and Paul Patterson

This study examines how three psychological factors (i.e. perceived experience quality, perceived similarity and client participation) that impact client evaluations of their…

Abstract

Purpose

This study examines how three psychological factors (i.e. perceived experience quality, perceived similarity and client participation) that impact client evaluations of their recent audit experiences influence client satisfaction and trustworthiness, which, in turn, affect advocacy in an small- and medium-sized enterprise (SME) context. Furthermore, the study investigates whether the influence of the three psychological factors on client satisfaction and trustworthiness is contingent on client expertise.

Design/methodology/approach

The sample consisted of 744 SME executives from the following four regions: central, northern, eastern and southern Thailand. Data were collected using a survey questionnaire. Confirmatory factor analysis was conducted to ensure the reliability and validity of the scale before structural equation modeling was applied to analyze the data.

Findings

The results showed significant positive effects of the three psychological factors (perceived experience quality, perceived similarity and client participation) on client satisfaction and perceived trustworthiness. The moderating role of client expertise on the relationships is also found. More specifically, client expertise positively moderated the connections between experience quality and satisfaction, experience quality and trustworthiness and client participation and trustworthiness. Conversely, client expertise negatively moderated the similarity–satisfaction and similarity–trustworthiness relationships.

Originality/value

This study contributes to the audit literature by examining the role of psychological factor that impacts client satisfaction and perceived trustworthiness in the SME context. Moreover, the moderating role of client expertise is examined for the first time, providing new insights into the boundary condition of the relationship.

Details

Asian Review of Accounting, vol. 32 no. 1
Type: Research Article
ISSN: 1321-7348

Keywords

Article
Publication date: 7 November 2016

Devis Bianchini, Valeria De Antonellis and Michele Melchiori

Modern Enterprise Web Application development can exploit third-party software components, both internal and external to the enterprise, that provide access to huge and valuable…

Abstract

Purpose

Modern Enterprise Web Application development can exploit third-party software components, both internal and external to the enterprise, that provide access to huge and valuable data sets, tested by millions of users and often available as Web application programming interfaces (APIs). In this context, the developers have to select the right data services and might rely, to this purpose, on advanced techniques, based on functional and non-functional data service descriptive features. This paper focuses on this selection task where data service selection may be difficult because the developer has no control on services, and source reputation could be only partially known.

Design/methodology/approach

The proposed framework and methodology are apt to provide advanced search and ranking techniques by considering: lightweight data service descriptions, in terms of (semantic) tags and technical aspects; previously developed aggregations of data services, to use in the selection process of a service the past experiences with the services when used in similar applications; social relationships between developers (social network) and their credibility evaluations. This paper also discusses some experimental results regarding the plan to expand other experiments to check how developers feel using the approach.

Findings

In this paper, a data service selection framework that extends and specializes an existing one for Web APIs selection is presented. The revised multi-layered model for data services is discussed and proper metrics relying on it, meant for supporting the selection of data services in a context of Web application design, are introduced. Model and metrics take into account the network of social relationships between developers, to exploit them for estimating the importance that a developer assigns to other developers’ experience.

Originality/value

This research, with respect to the state of the art, focuses attention on developers’ social networks in an enterprise context, integrating the developers’ credibility assessment and implementing the social network-based data service selection on top of a rich framework based on a multi-perspective model for data services.

Details

International Journal of Web Information Systems, vol. 12 no. 4
Type: Research Article
ISSN: 1744-0084

Keywords

Article
Publication date: 20 March 2017

Aditi Sarkar Sengupta and Sreejesh S

The purpose of this paper is to examine the effects of other customer perception (OCP) (Brocato et al., 2012) on focal customer’s service quality perception and revisit intention…

1145

Abstract

Purpose

The purpose of this paper is to examine the effects of other customer perception (OCP) (Brocato et al., 2012) on focal customer’s service quality perception and revisit intention in high- and low-involvement services and the effect of customer’s need for uniqueness (NFU) as a boundary condition of the above relationships.

Design/methodology/approach

Following a theoretical methodology, hypotheses were developed to analyze the effect of OCP, service involvement and customer’s NFU. A 2 × 2 × 2 scenario-based experiment was designed. Multivariate analysis of variance (MANOVA) was used to test the hypotheses.

Findings

The analysis reveals that the presence of conforming (versus non-conforming) other customers improves service quality perception and revisit intention of focal customers in high-involvement services, but not in low-involvement services. However, the relationship between similarity perception and outcome variables does not hold good for high-NFU customers.

Practical implications

This study suggests that conforming and non-conforming other customers are critical in forming service quality perception of high-involvement services, and highlights the boundary condition of this relationship. If service managers take service involvement and individual differences into account, and strategize their service offering aligned to their target customers, influence of other customers can be managed more efficiently.

Originality/value

As this study is one of the first empirical studies to focus on the effect of OCP on service quality perception and examine its boundary condition, it contributes significantly to the body of knowledge. Future research directions are discussed and managerial implications are proposed.

Details

Journal of Indian Business Research, vol. 9 no. 1
Type: Research Article
ISSN: 1755-4195

Keywords

Article
Publication date: 1 February 2002

Keith S. Coulter and Robin A. Coulter

Trust is a key factor in the establishment of long‐term relationships between service representatives and their customers. Prior research has documented that both “person‐related”…

9223

Abstract

Trust is a key factor in the establishment of long‐term relationships between service representatives and their customers. Prior research has documented that both “person‐related” (e.g. empathy, politeness and customer/service representative similarity) and “offer‐related” (customization, competence, reliability and promptness) service representative characteristics have an impact on trust. However, the relative importance of these characteristics, and in some cases the direction of their relationships with trust, has varied across studies. In this paper, we posit a contingency model of trust, suggesting that the effects of the above variables on trust are moderated by length of the customer/service provider relationship. Our model is tested in a business‐to‐business context by means of a mail survey involving 677 small business owners. The small business owners provided data about their relationships with their insurance industry service providers. Our results demonstrate how service representatives and firms can work toward the establishment of trust with their clients under varying market conditions.

Details

Journal of Services Marketing, vol. 16 no. 1
Type: Research Article
ISSN: 0887-6045

Keywords

Article
Publication date: 29 December 2022

Dibya Nandan Mishra and Rajeev Kumar Panda

This research examines the role of a therapist’s attributes, namely, expertise, sociability, likability and mind-set similarity, in building trust, satisfaction and commitment…

Abstract

Purpose

This research examines the role of a therapist’s attributes, namely, expertise, sociability, likability and mind-set similarity, in building trust, satisfaction and commitment amongst visitors in Indian wellness resorts and hotels.

Design/methodology/approach

The text mining approach was adopted to collect a large corpus of 3,94,373 online reviews from TripAdvisor, Google Reviews and hotels.com. Reviews were taken from 1,677 resorts and hotels that deal in spa and wellness care across India. This study uses unsupervised Naïve Bayes classification and n-gram lexical TF-IDF vectorizer method to classify and find the sentiment of the reviews shared by the visitors of the wellness resorts. Additionally, multiple linear regression is performed to understand the impact of the therapist’s identified attributes on the visitor’s relationship quality.

Findings

The research found positive sentiment towards the therapist’s likability, and visitors seemed satisfied with the overall wellness service. The sentiment towards trust and commitment is low. The study also found significant links between likability and expertise in building the relationship quality between the therapist and the visitors. The expertise of the therapist enhances visitors’ trust and willingness to return. The therapist’s likability nature helps in increasing visitor satisfaction.

Research limitations/implications

This study helps to understand the service personnel's level of relationship with the customer in hospitality services. Further, the study empirically verifies the important factors that build relationship quality in Indian wellness services.

Practical implications

The present study argues the need for greater clarity in understanding the customer perception of the services provided by wellness therapists in Indian wellness resorts and hotels. The study guides hotel managers to perform training of wellness therapists to improve customer satisfaction. Using the findings of the current study, managers can prioritize therapists’ attributes and realign their core strategies and provide satisfying wellness services to customers.

Originality/value

This study demonstrates the essential qualities a therapist should develop to enhance the relationship with the resort visitors and foster trust, commitment and satisfaction. The study goes a step further by using a vast database of online data for deep insights into the visitor’s view and the use of machine learning for amplifying results.

Details

Journal of Hospitality and Tourism Insights, vol. 6 no. 5
Type: Research Article
ISSN: 2514-9792

Keywords

Article
Publication date: 1 February 1991

Michael R. Solomon and Michael R. Solomon

Argues that all service encounters can be thought of as sharingcommon elements and common problems. Considers some common issues facedby a variety of personal service providers…

Abstract

Argues that all service encounters can be thought of as sharing common elements and common problems. Considers some common issues faced by a variety of personal service providers, maintaining that researchers and managers can understand consumer classification and evaluation of services by comparing functionally dissimilar services. Analyses data from a consumer survey on attitudes to 16different household and personal services. Uses cluster analysis of these services, showing two dimensions, Service Locus and Service Instigation. Examines the relative importance of service attributes across these clusters.

Details

Journal of Services Marketing, vol. 5 no. 2
Type: Research Article
ISSN: 0887-6045

Keywords

Open Access
Article
Publication date: 3 July 2018

Christina Sichtmann and Milena Micevski

This study aims to investigate whether and how strongly cultural (mis)matches influence immigrant customers’ satisfaction, as well as if this relationship is mediated by cultural…

3065

Abstract

Purpose

This study aims to investigate whether and how strongly cultural (mis)matches influence immigrant customers’ satisfaction, as well as if this relationship is mediated by cultural or service employee performance attributions. In addition, the authors test whether attributions differ depending on the service delivery outcome (success vs failure).

Design/methodology/approach

The 2 (origin of service employee: Austria or Turkey) × 2 (service delivery outcome: success or failure) scenario-based experiment includes 120 Turkish immigrant customers in Austria.

Findings

Contrary to previous research, the results indicate that in an immigrant customer context, cultural (mis)match does not influence customer satisfaction. The service delivery outcome is a boundary condition. With a positive service delivery outcome, immigrant customers attribute the results to the cultural background of the employee if it is the same as their own, but they attribute success to employees’ performance if they belong to the immigration destination culture. For negative service delivery outcomes, neither cultural nor performance attributions arise.

Originality/value

This study is the first to focus specifically on immigrant customer behavior in a high-involvement service context. The results challenge the predictions of social identity theory and the similarity-attraction paradigm and highlight that the immigrant context is unique. In this context, attributions play a key role in determining customer satisfaction.

Details

Journal of Services Marketing, vol. 32 no. 5
Type: Research Article
ISSN: 0887-6045

Keywords

Article
Publication date: 1 March 2006

Lawrence F. Cunningham, Clifford E. Young, Moonkyu Lee and Wolfgang Ulaga

The purpose of this paper is to present the results of a study that examined how customers in the USA, France, and Korea perceived and classified a set of 13 services based on…

5164

Abstract

Purpose

The purpose of this paper is to present the results of a study that examined how customers in the USA, France, and Korea perceived and classified a set of 13 services based on multidimensional scaling (MDS).

Design/methodology/approach

A MDS framework was used to map service classifications and actual services in the USA, Korea and France. Results from each country were then compared to the other two countries to determine similarities and differences.

Findings

Results from this research suggest that there are two underlying dimensions that explain approximately 80 percent of the total variance in service perceptions and classifications. Underlying dimensions of the classifications across the three cultures were virtually identical. Differences among the countries were based on relative positioning of classifications and/or services on the underlying dimensions.

Research limitations/implications

Evidence from diverse cultures implies that consumers perceive services in a somewhat simplistic, two‐dimensional fashion rather than the complex set of classifications proposed by researchers. Although the complex classifications may be of use to service providers in organizing the delivery of services, the presentation and positioning of those services is along a much simpler framework in the minds of customers.

Originality/value

This is the first time consumer‐based perceptions of services have been examined systematically across cultures using a MDS approach.

Details

International Marketing Review, vol. 23 no. 2
Type: Research Article
ISSN: 0265-1335

Keywords

1 – 10 of over 49000