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Article
Publication date: 28 December 2018

Chieh-Peng Lin, Chu-Chun Wang, Shih-Chih Chen and Jui-Yu Chen

The purpose of this paper is to develop a research model that explains team performance based on social cognitive theory and social exchange theory. In the model, team performance…

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Abstract

Purpose

The purpose of this paper is to develop a research model that explains team performance based on social cognitive theory and social exchange theory. In the model, team performance indirectly relates to three kinds of leadership (i.e., charismatic, autocratic and considerate) via the full mediation of collective efficacy. At the same time, team justice as a focus in this study is examined as a moderator in the model.

Design/methodology/approach

The research hypotheses of this study were empirically tested using two-wave data collection across insurance sales teams from a leading bank holding company which is the largest bank holding company in Taiwan. In the first-wave data collection, researchers of this study surveyed six people anonymously from each sales team, including a team leader and five team members. Three months later, the researchers conducted the second-wave data collection by obtaining team performance data from the department of human resource management, which was an independent rater for each team’s performance. Two-wave data collection from 59 teams was achieved for verifying the hypothesized effects.

Findings

The team-level test results show that collective efficacy fully mediates the relationship between charismatic leadership and team performance and between considerate leadership and team performance. Justice moderates the relationship between collective efficacy and team performance and between charismatic leadership and collective efficacy.

Originality/value

This study has two major theoretical implications. First, this study conceptualized three distinct kinds of leadership as major determinants of team performance from a social exchange perspective. Such a theoretical conceptualization of leadership not only broadens the boundary of leadership beyond traditional one such as transactional leadership based on the theory of contingent reward but also closely reflects the practical status quo of leadership of teams. Second, this research incorporated social exchange theory into the framework of team performance in social cognitive theory. Specifically, this study theorized and validated justice as a moderator in the development of team performance.

Details

Personnel Review, vol. 48 no. 2
Type: Research Article
ISSN: 0048-3486

Keywords

Article
Publication date: 5 December 2023

Maosheng Yang, Juan Li, Lei Feng, Shih-Chih Chen and Ming-Lang Tseng

This research proposes and examines a theoretical model grounded in anthropomorphism theory considering the curvilinear and linear relationships between service robot…

Abstract

Purpose

This research proposes and examines a theoretical model grounded in anthropomorphism theory considering the curvilinear and linear relationships between service robot anthropomorphism and consumer usage intention and explores the mediating effect of perceived risk.

Design/methodology/approach

To examine the developed model, two complementary studies are designed. In Study 1, multi-time data of 511 participants show that service robot anthropomorphism inverts U-shaped (curvilinear) relationship on consumer usage intention and perceived risk mediates this curvilinear relationship. In Study 2, multi-source data of 460 volunteers are used to confirm the findings of Study 1 and examine that consumer empathy moderates the complex nonlinear effect of service robot anthropomorphism on perceived risk, and the indirect curvilinear effect of service robot anthropomorphism on consumer usage intention through perceived risk.

Findings

This research provides preliminary and yet important findings on how service robot anthropomorphism most likely is positively associated with consumer usage intention, i.e. the positively influence mechanism of service robot anthropomorphism on consumer usage intention.

Originality/value

This research provides preliminary and yet important findings on how service robot anthropomorphism most likely is positively associated with consumer usage intention, i.e. the positively influence mechanism of service robot anthropomorphism on consumer usage intention.

Details

Industrial Management & Data Systems, vol. 124 no. 2
Type: Research Article
ISSN: 0263-5577

Keywords

Article
Publication date: 15 February 2024

Maosheng Yang, Lei Feng, Honghong Zhou, Shih-Chih Chen, Ming K. Lim and Ming-Lang Tseng

This study aims to empirically analyse the influence mechanism of perceived interactivity in real estate APP which affects consumers' psychological well-being. With the growing…

Abstract

Purpose

This study aims to empirically analyse the influence mechanism of perceived interactivity in real estate APP which affects consumers' psychological well-being. With the growing application of human–machine interaction in real estate APP, it is crucial to utilize human–machine interaction to stimulate perceived interactivity between humans and machines to positively impact consumers' psychological well-being and sustainable development of real estate APP. However, it is unclear whether perceived interactivity improves consumers' psychological well-being.

Design/methodology/approach

This study proposes and examines a theoretical model grounded in the perceived interactivity theory, considers the relationship between perceived interactivity and consumers' psychological well-being and explores the mediating effect of perceived value and the moderating role of privacy concerns. It takes real estate APP as the research object, analyses the data of 568 consumer samples collected through questionnaires and then employs structural equation modelling to explore and examine the proposed theoretical model of this study.

Findings

The findings are that perceived interactivity (i.e. human–human interaction and human–information interaction) positively influences perceived value, which in turn affects psychological well-being, and that perceived value partially mediates the effect of perceived interaction on psychological well-being. More important findings are that privacy concerns not only negatively moderate human–information interaction on perceived value, but also negatively moderate the indirect effects of human–information interaction on users' psychological well-being through perceived value.

Originality/value

This study expands the context on perceived interaction and psychological well-being in the field of real estate APP, validating the mediating role and boundary conditions of perceived interactivity created by human–machine interaction on consumers' psychological well-being, and suggesting positive implications for practitioners exploring human–machine interaction technologies to improve the perceived interaction between humans and machines and thus enhance consumer psychological well-being and span sustainable development of real estate APP.

Details

Industrial Management & Data Systems, vol. 124 no. 4
Type: Research Article
ISSN: 0263-5577

Keywords

Article
Publication date: 7 February 2022

Shih-Chih Chen, Tung-Hsiang Chou, Tanaporn Hongsuchon, Athapol Ruangkanjanases, Santhaya Kittikowit and Tse-Ching Lee

In this era of smartphone applications, brands are actively developing applications to occupy the consumer’s mobile phone space, adding many practical functions to their…

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Abstract

Purpose

In this era of smartphone applications, brands are actively developing applications to occupy the consumer’s mobile phone space, adding many practical functions to their applications to increase brand exposure or consumer interest in the brand. Augmented reality (AR) has evolved rapidly in the past decade because of technological breakthroughs, making AR no longer an untouchable technology, but one that can be easily used on almost every phone. Therefore, this study aims to combine extended customer experience with AR marketing activities to explain and predict usage and purchase intention.

Design/methodology/approach

The eight key factors integrated into the extended customer experience are used as environmental stimulation factors, and Wanna Kicks and FitGlasses are used as experimental environments. A total of 193 valid samples were collected from users with AR experience. The empirical data is processed and verified by partial least squares in this study.

Findings

Customer experience has received increasing attention in the field of marketing research. This study developed a model to evaluate the antecedents and consequences of AR marketing activities by systematically adding customer experience, continuance intention, purchase intention and customer engagement, and then linking them to the AR application environment. This study presents the academic and practical implications, which can provide future research directions and references for brand marketing strategies and AR applications.

Originality/value

This study adds interactivity, vividness, perceived usefulness and novelty to the extended concept of customer experience. Therefore, the authors proposed that the extended customer experience can be used to measure the perceptions related to AR applications. This study is expected to provide scholars and practitioners in AR fields with a better understanding of the causes and consequences of customer experience with innovative technologies and to suggest effective marketing recommendations.

研究目的

在这个智能手机应用时代, 品牌积极发展能占据消费者的手机空间的应用软件, 在已有的应用软件上增加了许多实用性功能来增加品牌曝光或消费者对品牌的兴趣。增强现实 (AR) 在过去十年中由于技术突破从而发展迅速, 让AR不再触不可及, 而是几乎可以在每部手机上轻松使用的技术。因此, 本研究通过结合 AR 营销活动以及延展顾客体验, 来以解释和预测用户使用和购买意向。

研究设计/方法/途径

本研究用延展顾客体验模型中的八项关键因素来作为环境刺激因素, Wanna Kicks 和 FitGlasses 用作实验环境。 本研究从具有 AR 经验的用户那里收集193个有效样本。数据通过偏最小二乘法来进行处理和验证。

研究发现

客户体验在营销领域受到越来越多的关注。本研究通过系统地添加客户的 体验、持续意向、购买意向和客户参与度, 然后将它们链接到 AR 应用环境来评估AR 营销活动的前因和后果来建立了一项模型。本研究提出了学术和实践意义, 可以提供未来的研究方向品牌营销策略和AR应用提供参考。

研究原创性/价值

这项研究对客户体验扩展概念增加了交互性、生动性、感知有用性、以及新颖性。因此, 我们建议延展客户体验模型可运用于衡量与 AR 应用相关的用户感知。本研究旨在为学者和AR领域的从业者关于创新技术的客户体验的因果提供更进一步的认知, 并提出有效的营销建议。

Abstract

Details

Journal of Hospitality and Tourism Technology, vol. 13 no. 3
Type: Research Article
ISSN: 1757-9880

Article
Publication date: 30 October 2009

Shih‐Chih Chen, Huei‐Huang Chen and Mei‐Fang Chen

Self‐service technologies (SSTs) allow customers to offer their own service encounters via the interaction of electronic service interfaces or machines rather than by interacting…

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Abstract

Purpose

Self‐service technologies (SSTs) allow customers to offer their own service encounters via the interaction of electronic service interfaces or machines rather than by interacting with a firm's service personnel. This paper aims to develop an integrated model designed to predict and explain an individual's continuous use of SSTs based on the concepts of technology readiness (TR), technology acceptance model (TAM), and theory of planned behavior (TPB).

Design/methodology/approach

The participants are from 481 SST users as the sample finally. Structural equation modeling is applied to demonstrate the stability of the proposed model and the results of hypotheses testing.

Findings

This paper finds that consumers' satisfaction significantly influences continuance intention, while the perceived usefulness, perceived ease of use, subjective norm (SN), and perceived behavioral control (PBC) simultaneously influence satisfaction. Optimism and innovativeness are also the significant motivators of satisfaction. However, TR's inhibitors (discomfort and insecurity) have no significantly negative influence on continuance intention towards adopting SST services.

Research limitations/implications

Different from previous SSTs studies, this paper suggests that SN and PBC play critical factors in users' adoption at SSTs encounters. However, additionally empirical evidences should be discussed why the inhibitors (discomfort and insecurity) of TR have no effect.

Originality/value

This paper proposes a comprehensive model to synthesize the essence of TR, TAM, and TPB for explaining customers' continuous intention of SSTs.

Details

Industrial Management & Data Systems, vol. 109 no. 9
Type: Research Article
ISSN: 0263-5577

Keywords

Article
Publication date: 7 April 2015

Chih-Hung Wu and Shih-Chih Chen

The purpose of this paper is to conceptualise a framework that integrates information quality, system quality, function quality, and social influence based on the information…

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Abstract

Purpose

The purpose of this paper is to conceptualise a framework that integrates information quality, system quality, function quality, and social influence based on the information system (IS) success model, to explore the relationship among these factors, which might be the key determinants of Facebook educational usage intention.

Design/methodology/approach

An internet survey was conducted to collect empirical data from 221 Facebook users on their experiences of using Facebook. This study applied structural equation modeling (SEM) to demonstrate the proposed model’s construct relations and multiple group analysis.

Findings

The results of this study show that social influence and information quality are critical and direct determinants that affect users’ continuous intention to use Facebook in learning; social influence also indirectly affect Facebook usage intention through the mediating effect of information quality. Except the path between social influence and usage intention in age subgroups, the relationships among these determining factors in the proposed model are stable, and there were no significant differences among gender subgroups and age subgroups examined using the multiple group comparison test.

Originality/value

The findings provide a better understanding of the IS success model that influences the Facebook educational usage intention for researchers and practitioners.

Details

Internet Research, vol. 25 no. 2
Type: Research Article
ISSN: 1066-2243

Keywords

Article
Publication date: 19 October 2015

Chieh-Peng Lin, Sheng-Wuu Joe, Shih-Chih Chen and Huei-Jyuan Wang

High team performance helps achieve several organizational benefits, such as strengthened competitive advantages, enhanced productivity, and higher profits and market share. For…

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Abstract

Purpose

High team performance helps achieve several organizational benefits, such as strengthened competitive advantages, enhanced productivity, and higher profits and market share. For these reasons, the purpose of this paper is to propose a model based on the framework of proactive motivation and the theory of collectivism to analyze the formation of service flexibility and team performance.

Design/methodology/approach

To test the hypotheses, this study conducts a survey of service staff in teams from high-tech firms in a well-known industrial zone in Northern Taiwan. These teams provide service for their industrial customers. From the survey, this study confirms the full mediating mechanism of service flexibility among the teams.

Findings

The test results reveal that service flexibility fully mediates the relationship between team performance and its exogenous factors. Whereas collectivism negatively moderates the relationship between team efficacy and service flexibility, it does not moderate the relationship between service recovery and service flexibility. Furthermore, collectivism positively moderates the relationship between service flexibility and team performance.

Originality/value

This study provides important findings that complement previous literature by examining three fresh antecedents for explaining how team performance is motivated by the mediating role of service flexibility and how some of the study’s model paths are moderated by collectivism. The mediating role of service flexibility indicates that managers can apply service flexibility as a firewall that calibrates a team’s input and output. Managers should encourage the application of agile solutions and advanced technology for facilitating team flexibility, consequently improving team performance.

Details

Journal of Service Management, vol. 26 no. 5
Type: Research Article
ISSN: 1757-5818

Keywords

Article
Publication date: 26 February 2020

This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting-edge research and case studies.

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Abstract

Purpose

This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting-edge research and case studies.

Design/methodology/approach

This briefing is prepared by an independent writer who adds his/her own impartial comments and places the articles in context.

Findings

When it comes to leadership styles, people invariably think of “who” rather than “how.” If, for example, a leader adopts a charismatic style, they then become synonymous with that style, or are compared with someone famous with a similar way of leading, such as Sir Richard Branson. This can be problematic, however, for a number of reasons. Firstly, while Branson has a high media profile and comes across on TV as charismatic, few people know if this is actually his leadership style in the Virgin group of companies he owns. And secondly, what is actually meant by charismatic leadership and what its strengths and weaknesses are get lost in the focus on personality.

Practical implications

This paper provides strategic insights and practical thinking that have influenced some of the world’s leading organizations.

Originality/value

The briefing saves busy executives and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy-to-digest format.

Details

Development and Learning in Organizations: An International Journal, vol. 35 no. 1
Type: Research Article
ISSN: 1477-7282

Keywords

Article
Publication date: 24 November 2020

Ching-Hung Lee, Qiye Li, Yu-Chi Lee and Chih-Wen Shih

A good customer experience means meeting the customer expectation. Thus, unexpected customer experience is usually a good point to initiate improvement or innovation for product…

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Abstract

Purpose

A good customer experience means meeting the customer expectation. Thus, unexpected customer experience is usually a good point to initiate improvement or innovation for product or service design. Attempting to enhance the customer experience in the customer journey, this study aims to demonstrate a customer journey centred service design approach to receive the design requirements based on customers' needs and to use a systematic approach to generate solutions.

Design/methodology/approach

A holistic service design method named 3E model was proposed. It integrates customer experience journey map (CXJM), the theory of inventive problem solving (TRIZ) and service assembly and service replacement mechanism into three design stages. In stage 1, CXJM is enhanced with emotional range analysis to identify the customer pain points as well as customers' requirements (CRs) in exhibition, tourism and hotel sectors for initializing service design. Stage 2 investigates the specific design requirements (DRs) of the smart exhibition system and the contradictions. Then, the innovative principles were analyzed. In Stage 3, expected exhibition service system was designed.

Findings

The new service system which named the smart expo system based on information and communication technology (ICT) is proposed. It consists of “Tourism Link assists”, “i-Kaohsiung hotel service center”, “Smart AEC” and “O2O e-tickets”.

Originality/value

The proposed 3E model builds a systematic and coherent design method for the smart exhibition service area. It provides the linkage and action-oriented guidance from customer pain points, service parameters, innovative principles to solutions.

Details

Industrial Management & Data Systems, vol. 121 no. 6
Type: Research Article
ISSN: 0263-5577

Keywords

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