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This study aims to investigate the impact of both physical and personality-related anthropomorphic features of an artificial intelligence service robot on the cognitive and affective appraisals and acceptance of consumers during service delivery.

The proposed hypotheses that investigate the effects of service robots’ physical appearance on the emphasis consumers place on each evaluation criteria they use in determining their willingness to accept the use of service robots in service delivery and the moderating role of sense of humor are tested by conducting two studies using scenario-based experiments.

The results show that humanlike appearance leads to higher performance expectancy, mascot-like appearance generates higher positive emotions and machine-like appearance results in higher effort expectancy. The effects of humanlike and mascot-like appearances on consumer acceptance are moderated by the sense of humor of service robots. However, the sense of humor effect is attenuated with a machine-like appearance owing to the lack of anthropomorphism.

This study provides crucial insights for hospitality managers who plan to use service robots in service delivery. The findings highlight the key roles of appearance type and sense of humor of service robots in influencing the appraisals and acceptance of consumers regarding the use of service robots in service delivery.

This study focuses on comparing the effects of traditional and mascot-like appearances of service robots on consumer appraisals and identifies sense of humor as a cute anthropomorphized personality trait of service robots.

The purpose of this paper is to understand the effect of two types of reciprocity (restricted reciprocity and generalized reciprocity) on customers’ trust in social commerce (s-commerce) and trust performance (purchase intention and word-of-mouth intention). Furthermore, this study examines how individual and contextual moderators (personal shopping experience and community shared language) could impact the trust development process.

This study adopted a survey method and obtained data from 287 users in a customer-to-customer (C2C) s-commerce platform. Structural equation modeling was used to examine the research hypotheses.

The results demonstrate that two types of reciprocity positively affect trust in s-commerce. Customers’ trust performance is significantly affected by trust in s-commerce. Additionally, shopping experience in s-commerce is found to positively moderate the relationship between restricted reciprocity and trust in s-commerce.

The findings help to understand the nature and role of reciprocity in influencing trust and trust-related behaviors in the context of C2C s-commerce. The research also helps to explore the individual and contextual moderators that impact the effect of reciprocity on trust development.

The results offer a comprehensive view of trust building strategies for s-commerce practitioners, including shoppers, vendors and managers of s-commerce platforms.

This study is among the first few research studies that offers a theory-based conceptualization of reciprocity in C2C s-commerce and provides empirical support for the impact of reciprocity on customers’ trust in C2C s-commerce. In addition, this study devises a broader view of reciprocity based on restricted and generalized exchange principle to represent the interaction of vendor–shopper and shopper–shopper, respectively.

The increasing popularity of immersive activities (e.g. immersive performing art (IPA) at tourism destinations calls for the need to understand customers’ immersive experiences and its impact on their attitudes and behavioral intentions. This study aims to conceptualize customers’ interactive experience in IPA and systematically examine how interaction in IPA experience shapes customers’ word-of-mouth (WOM) intention and thus generates business values for destination managers.

A two-step mixed-methods approach was used. The qualitative study was adopted to identify the salient dimensions of interaction in IPA experience and develop a context-specific measurement scale. Structural equation modeling approach was applied to test the theoretical model using partial least squares 3.3.0.

The results indicated that the three dimensions of interaction in IPA experience (i.e. parasocial interaction, narrative interaction and environmental interaction) are positively related to customers’ experiences of narrative transportation and self-expansion related to the IPA, which further influence their WOM intention.

This study considers IPA as an emerging form of immersive tourism activities and conceptualizes its interactive nature, and contributes to the understanding of how customers’ interactive experience helps them construct meanings through narrative transportation, and offers valuable guidance for IPA designers and destination management organizations.

The purpose of this review is to systematically understand the development of enterprise social media (ESM) research, quantitatively analyze the landscape and track the development of ESM literature and reveal new trends and challenges in ESM research.

Based on 321 relevant literature studies (2005–2020) collected from the Web of Science core collection, the visualization tool CiteSpace is used to conduct bibliometric cocitation and cooccurrence analyses to quantify and visualize the landscape and evolution of ESM research.

Through analyzing the author cocitation network, document cocitation network, journal cocitation network and keywords cooccurrence network, this review proposes an integrated research framework, which highlights major purposes, antecedents and consequences of ESM use in organizations and presents future research trends of ESM research.

Different from the existing qualitative review of ESM, this review adopts bibliometric review to quantify and visualize the landscape of ESM research.

Social commerce (s-commerce) is an online business model combining commercial and social features. Vendors may engage in a business-oriented relationship with customers and/or establish a personal relationship with customers. The role performed by the vendors may not match customer expectations and needs, resulting in low repurchase intention. Drawing on role theory in the context of customer orientation, this study integrates functional customer orientation (FCO) and relational customer orientation (RCO) with the expectation–confirmation model (ECM) to propose a theoretical framework for explaining customers' post-consumption behaviors. This study also examines how product-specific attributes moderate the effect of FCO and RCO on customer satisfaction.

This study analyzed 273 survey responses from WeChat users by using PLS-SEM.

The results confirmed that the confirmation of customer expectations positively affected FCO and RCO. Additionally, FCO and RCO had different effects on customer satisfaction, depending on product type and brand awareness, and their effects on customers' post-consumption behaviors also varied.

The findings suggest that both business and social roles are important to customers in C2C s-commerce. This study also demonstrates product characteristics moderating the effectiveness of customer orientation on customer satisfaction.

This study provides empirical support for vendors and platform developers to implement appropriate selling strategies and manage customer expectations in C2C s-commerce.

This study is the first to incorporate FCO and RCO into the ECM theoretical framework to obtain new insights into vendors' selling approaches in C2C s-commerce, thus contributing to the marketing literature.

This study aims to examine the impact of virtual reality (VR) interactivity elements, including synchronicity, two-way communication and active control, on tourists’ VR memorable experiences, and the subsequent effect on tourists’ word-of-mouth (WOM) and VR continuance intention.

The research model was tested using self-administrated survey data from 285 Chinese tourists who were experienced in travel and VR tourism activities. Partial least squares–structural equation modelling was adopted to perform latent variable analysis.

VR interactivity elements, including synchronicity, two-way communication and active control, play a considerable role in driving tourists’ VR memorable experiences, which in turn drive tourists’ WOM and VR continuance intention.

Cross-sectional, single country data was used and thus the generalisability of the findings may be limited. Future research is recommended adopting a longitudinal approach to compare the relationship between constructs in countries with diverse cultures.

The findings provide guidance for tourism marketers to use the interactive features of VR, including synchronicity, two-way communication and active control, to drive tourists’ memorable experiences and thereby strengthen tourists’ referral and continuance intention.

Scholarly attention on the importance of VR interactivity in driving tourists’ memorable experiences and behavioural intention is limited. This study contributes to the tourism marketing literature by empirically testing the research model to reveal the importance of VR interactivity elements, including synchronicity, two-way communication and active control, to drive tourists’ VR memorable experiences and behavioural intentions.

虚拟现实交互在COVID-19时代中构建难忘的游客体验和采纳意向的作用

本研究旨在检验虚拟现实 (VR) 交互元素的影响, 包括同步性、双向通信和主动控制, 对游客的VR 难忘的经历, 以及对游客口碑 (WOM) 和 VR 的持续意向。

该研究模型采用来自285名体验过旅行和VR旅游活动的中国游客的调查数据进行了测试。偏最小二乘 - 结构方程模型（PLS-SEM）用来执行潜在的变量分析。

VR交互元素, 包括同步性、双向通信和主动控制, 在推动游客 VR 难忘体验方面发挥了相当大的作用, 进而推动游客的口碑和VR持续意向

使用了横断面的单一国家数据, 因此调查结果的普遍性可能有限。建议未来的研究采用纵向比较方法来比较具有多元文化不同国家为背景的构象之间关系。

研究结果为旅游营销人员利用VR的交互特性, 包括同步性、双向交流、主动性控制, 来驱动游客难忘的体验, 从而加强游客的推荐和继续意向

学术界对 VR 交互性在构建游客的难忘经历和行为意图的重要作用的研究仍然有限。本研究有助于旅游营销文献通过实证检验研究模型揭示VR交互元素的重要性, 包括同步性、双向通信、和主动控制, 构建游客的 VR 难忘体验和行为意图。

Drawing from the compensation effects in social cognition theory, this study aims to investigate the interactive effects of employees’ warmth and competence and service failure types on customer’s service recovery cooperation intention after a service failure and before service recovery is completed.

This study used a scenario-based experiment with a 2 (high vs low) warmth × 2 (high vs low) competence × 2 (outcome failure vs process failure) service failure between-subjects design. Data were collected using an online panel.

This study finds that employees’ low warmth and high competence in outcome failure situations and high warmth and low competence in process failure situations are most effective at increasing customers’ service recovery cooperation intention. The findings further suggest that customers’ cooperation intention is prone to tradeoffs between customers’ perceptions of employees’ warmth and competence as suggested by compensation effects in social cognition theory, such that the effectiveness of employees’ warmth (competence) is curtailed by employees’ competence (warmth).

The findings of this study provide insights to hospitality managers for effective service recovery management. Hospitality companies can enhance customers’ behavioral intentions by training employees to demonstrate appropriate warmth and competence combination that meet customers’ expectations for a specific failure type.

This study argues that customer’s service recovery cooperation intention depends on the combination of warmth and competence displayed by employees after a service failure. The expected combination of warmth and competence varies depending on the service failure context.

Virtual reality (VR) technology is a potential tool for tourism marketers to maintain the attractiveness of their destinations and recover from the COVID-19 pandemic. However, the effectiveness of VR technology in motivating potential tourists' visit intention under lockdown conditions remains unknown. An integrated model based on the experience economy framework and mood management theory was, therefore, used to explain how tourists' VR experiences affect their mood management processes and subsequent behaviors. This research also examined how perceived travel risk influenced the relationship between mood management processes and future decisions.

This study used a cross-sectional design based on a sample collected from a Chinese survey company, Sojump. The author surveyed 285 respondents who had experienced VR tourism activities during the COVID-19 pandemic. The research model was tested using partial least squares–structural equation modeling.

The results demonstrated that the four dimensions of VR experiences differently affected mood management processes, while perceived travel risk differently moderated the influence of mood management processes on visit intention and VR stickiness. This provides insights for tourism marketers to adapt to the current tourism environment and develop recovery strategies.

In response to gaps in the literature, this research examined the effectiveness of VR technology in driving tourists' visit intention during the COVID-19 pandemic, providing insights for tourism marketers to successfully implement VR tourism and plan timely recovery strategies.

The purpose of this paper is to investigate the impact of online service quality on swift guanxi that influences customer repurchase intention and the moderating role of gender in the relationship between online service quality and swift guanxi.

Based on survey data obtained from 274 college students, structural equation modeling was used to test the research hypotheses.

The results show that the dimensions of online service quality (i.e. perceived control, convenience and customer service) are positively related to buyer-seller swift guanxi, which influences repurchase intention. Additionally, men are driven mainly by perceived control and service convenience when establishing swift guanxi, whereas women care more about customer service.

Online service quality is the key factor underlying customer repurchase intention. In addition, gender differences exist in many aspects of online shopping including information processing, perceived service, and perceived risk. This is one of the first empirical studies that empirically examine the effects of three dimensions of online service quality on swift guanxi and take gender differences into consideration. Based on the conceptual and empirical evidence, this study provides the practical and theoretical implications of these findings.

The purpose of this paper is to tend to further develop an understanding of information trustworthiness in the context of Wikipedia and examine the moderating effects of gender on the association between trustworthiness and intention to adopt Wikipedia information.

Based on a four-dimensional framework of information trustworthiness, the authors began the research by identifying Wikipedia as an application of online information so as to construct a model and develop an instrument based on this trustworthiness framework.

The results confirm that information accuracy, stability, and validity are significantly related to users’ intentions to adopt information from Wikipedia, but objectivity is not. Meanwhile, moderating role for gender on some of these effects is confirmed. Academic and practical implications are discussed.

Previous research considers the open-editing characteristics of Wikipedia as both strength and weakness; it allows for wide coverage of the information contributed by various users, but can also lead to a lack of trustworthiness. It has also been suggested that trustworthiness is perceived differently by males and females. Understanding how gender plays a role in differentiating the impact of trustworthiness on user intentions to adopt Wikipedia information could benefit both academics and practitioners.