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1 – 10 of 24Clarissa Theadora, Maria Veronica Amelia, Garry Wei-Han Tan, Pei-San Lo, Keng-Boon Ooi and Yogesh Kumar Dwivedi
Given the acute competition between music-streaming platforms (MSPs), the purpose of this study is to identify the relational motivators of brand loyalty towards the MSP in terms…
Abstract
Purpose
Given the acute competition between music-streaming platforms (MSPs), the purpose of this study is to identify the relational motivators of brand loyalty towards the MSP in terms of user-brand involvement, brand trust, brand engagement, brand recommendation and brand loyalty.
Design/methodology/approach
Cross-sectional quantitative data, gathered from a total of 340 eligible respondents via an online questionnaire survey, were empirically analysed and validated using a hybrid predictive-analytics structural equation modelling (SEM) and Artificial Neural Network (ANN) method.
Findings
The results of this study demonstrate that user-brand involvement promotes brand loyalty toward a MSP by fostering brand engagement, brand trust and positive word-of-mouth. SEM and ANN data comparison reveals good consistency.
Research limitations/implications
The generalizability of the research outcomes may be constrained, as this study only considers the data from a single country (i.e. Malaysia) and one music streaming platform (i.e. Spotify). This study highlighted the relevance of user-brand involvement and non-core supporting services in the cultivation of brand loyalty, particularly their salient roles in promoting favourable attitudes and behaviours towards platform brands.
Practical implications
The insights produced can aid MSPs in devising better user retention strategies that can be used to maintain their competitive edge over time. The findings of this study made it abundantly evident that practitioners should facilitate more user-brand cooperative activities to encourage user-brand involvement and, ultimately, foster brand loyalty.
Originality/value
This study has addressed a major research gap by examining the relational roots of brand loyalty, which transcend the typical focus on transactional factors and technical lock-in. This study pioneered the investigation of brand involvement with user involvement.
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Anchal Gupta, Rajesh Kumar Singh, K. Mathiyazhagan, Pradeep Kumar Suri and Yogesh K. Dwivedi
This study aims to identify service quality dimensions for logistics service providers (LSPs) and to examine their relationships with customer satisfaction and customer loyalty.
Abstract
Purpose
This study aims to identify service quality dimensions for logistics service providers (LSPs) and to examine their relationships with customer satisfaction and customer loyalty.
Design/methodology/approach
Service quality dimensions are identified from vast literature review. Customers who take services from LSPs were surveyed to collect data on basis of developed survey instrument. Structural Equation Modelling (SEM) is applied to test the proposed research hypotheses.
Findings
The study shows that all the five service quality constructs, i.e. “Operational Quality”, “Resource Quality”, “Information Quality”, “Personnel Contact Quality” and “Customization and Innovation Quality” have direct relationship with customer satisfaction. They also have indirect relationship with customer loyalty, implying the full mediation of customer satisfaction.
Practical implications
The results of the study suggest that the logistics service quality (LSQ) can be measured multi-dimensionally. It provides clear implications to LSPs for improvement of service quality. The present research work is expected to be useful for both, logistics service providers and the customer organizations, which take services from LSPs. LSPs can develop strategies to improve their service quality on basis of findings from this study.
Originality/value
The present research will help in extending the existing literature on service quality in context to LSPs.
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Keng-Boon Ooi, Garry Wei-Han Tan, Eugene Cheng-Xi Aw, Tat-Huei Cham, Yogesh K. Dwivedi, Rohita Dwivedi, Laurie Hughes, Arpan Kumar Kar, Xiu-Ming Loh, Emmanuel Mogaji, Ian Phau and Anshuman Sharma
Technological advancements have catalyzed disruption in the banking sector. The impact of the metaverse on the banking sector is no exception. In view of this, the current paper…
Abstract
Purpose
Technological advancements have catalyzed disruption in the banking sector. The impact of the metaverse on the banking sector is no exception. In view of this, the current paper aims to provide valuable insights into four key areas (i.e. corporate banking, retail banking, banking employees and public policy) that the metaverse could significantly disrupt.
Design/methodology/approach
Insights into four key areas of the banking sector that the metaverse could significantly impact were gathered from various invited contributors.
Findings
The invited contributors first introduce the association between their respective key areas with the metaverse. Subsequently, the opportunities and challenges relevant to the key areas were identified. Finally, future research agendas were proposed for the attention of all relevant stakeholders.
Originality/value
The metaverse's impact on key areas of the banking sector is discussed in this paper. Following the metaverse's potentially wide application in the banking sector, insights from the invited contributions offer great value to the relevant stakeholders.
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Rajat Kumar Behera, Pradip Kumar Bala, Nripendra P. Rana and Yogesh K. Dwivedi
The Internet is used as a tool to seek health information by individuals. Mental health concerns are the high prevalence of the novel coronavirus disease 2019 (COVID-19) and…
Abstract
Purpose
The Internet is used as a tool to seek health information by individuals. Mental health concerns are the high prevalence of the novel coronavirus disease 2019 (COVID-19) and preventive steps are required to curb the illness. Therefore, to gain more insight into health concerns, it is now a common practice to seek health information on the Internet. This study propose an integrated theoretical model to explore the relationship between COVID-19 protocols and perceived online trust with online health information seeking intention (OHISI) and a moderating effect of perceived severity and perceived urgency.
Design/methodology/approach
Data are collected from 325 athletes in the category of individual and team sports through an online survey in a Likert-scale questionnaire. The analysis is performed with a quantitative methodology.
Findings
The study reveals the bright side of online health information (OHI), which brings athletes together and has played out with virtual happy hours, meetings and events. The bright side of OHI reflects social, cultural, technological and economic benefits. An OHI chatbot offers bright personalised side information to the individual seeker, which is more convenient and efficient than human capabilities.
Originality/value
The pivotal contribution is the integrated theoretical framework that is derived from multidisciplinary literature to capture the complexity of OHI. Also, it conceptualises the constructs in the context of OHI and COVID-19.
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Eijaz Ahmed Khan, Md Maruf Hossan Chowdhury, Mohammad Alamgir Hossain, Abdullah M. Baabdullah, Mihalis Giannakis and Yogesh Dwivedi
Fake news on social media about COVID-19 pandemic and its associated issues (e.g. lockdown) caused public panic that lead to supply chain (SC) disruptions, which eventually affect…
Abstract
Purpose
Fake news on social media about COVID-19 pandemic and its associated issues (e.g. lockdown) caused public panic that lead to supply chain (SC) disruptions, which eventually affect firm performance. The purpose of this study is to understand how social media fake news effects firm performance, and how to mitigate such effects.
Design/methodology/approach
Grounded on dynamic capability view (DCV), this study suggests that social media fake news effects firm performance via SC disruption (SCD) and SC resilience (SCR). Moreover, the relation between SCD and SCR is contingent upon SC learning (SCL) – a moderated mediation effect. To validate this complex model, the authors suggest effectiveness of using partial least squares structural equation modeling (PLS-SEM). Using an online survey, the results support the authors’ hypotheses.
Findings
The results suggest that social media fake news does not affect firm performance directly. However, the authors’ serial mediation test confirms that SCD and SCR sequentially mediate the relationship between social media fake news and firm performance. In addition, a moderated serial mediation test confirms that a higher level of SCL strengthens the SCD–SCR relationship.
Research limitations/implications
This work offers a new theoretical and managerial perspective to understand the effect of fake news on firm performance, in the context of crises, e.g. COVID-19. In addition, this study offers the advancement of PLS as more robust for real-world applications and more advantageous when models are complex.
Originality/value
Prior studies in the SC and marketing domain suggest different effects of social media fake news on consumer behavior (e.g. panic buying) and SCD, respectively. This current study is a unique effort that investigates the ultimate effect of fake news on firm performance with complex causal relationships via SCD, SCR and SCL.
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Yogesh K. Dwivedi, Neeraj Pandey, Wendy Currie and Adrian Micu
The hospitality and tourism sector has witnessed phenomenal growth in customer numbers during the postpandemic times. This growth has been accompanied by the use of technologies…
Abstract
Purpose
The hospitality and tourism sector has witnessed phenomenal growth in customer numbers during the postpandemic times. This growth has been accompanied by the use of technologies in customer interface and backend activities, including the adoption of self-serving technologies. This study aims to analyze the existing practices and challenges and establish a research agenda for the implementation of generative artificial intelligence (AI) (such as ChatGPT) and similar tools in the hospitality and tourism industry.
Design/methodology/approach
This study analyzes the existing literature and practices. This study draws upon these practices to outline a novel research agenda for scholars and practitioners working in this domain.
Findings
The integration of generative AI technologies, such as ChatGPT, will have a transformational impact on the hospitality and tourism industry. This study highlights the potential challenges of implementing such technologies from the perspectives of companies, customers and regulators.
Research limitations/implications
This study serves as a reference material for those who are planning to use generative AI tools like ChatGPT in their hospitality and tourism businesses. This study also highlights potential pitfalls that ChatGPT-enabled systems may encounter during service delivery processes.
Originality/value
This study is a pioneering work that assesses the applications of ChatGPT in the hospitality and tourism industry. This study highlights the potential and challenges in implementing ChatGPT within the hospitality and tourism industry.
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Bianca Kronemann, Hatice Kizgin, Nripendra Rana and Yogesh K. Dwivedi
This paper aims to explore the overall research question “How can artificial intelligence (AI) influence consumer information disclosure?”. It considers how anthropomorphism of…
Abstract
Purpose
This paper aims to explore the overall research question “How can artificial intelligence (AI) influence consumer information disclosure?”. It considers how anthropomorphism of AI, personalisation and privacy concerns influence consumers’ attitudes and encourage disclosure of their private information.
Design/methodology/approach
This research draws upon the personalisation-privacy paradox (PPP) and privacy calculus theory (PCT) to address the research question and examine how AI can influence consumer information disclosure. It is proposed that anthropomorphism of AI and personalisation positively influence consumer attitudes and intentions to disclose personal information to a digital assistant, while privacy concerns negatively affect attitude and information disclosure.
Findings
This paper develops a conceptual model based on and presents seven research propositions (RPs) for future research.
Originality/value
Building upon PPP and PCT, this paper presents a view on the benefits and drawbacks of AI from a consumer perspective. This paper contributes to literature by critically reflecting upon on the question how consumer information disclosure is influenced by AI. In addition, seven RPs and future research areas are outlined in relation to privacy and consumer information disclosure in relation to AI.
¿Cómo anima la IA a los consumidores a compartir sus secretos?
El papel del antropomorfismo, la personalización y los problemas de privacidad y perspectivas para la investigación futura
Resumen
Propósito
Este artículo explora la pregunta general de investigación “¿Cómo puede influir la inteligencia artificial (IA) en la divulgación de información por parte de los consumidores? Se analiza cómo el antropomorfismo de la IA, la personalización y la preocupación por la privacidad influyen en la actitud de los consumidores y fomentan la revelación de su información privada.
Diseño/metodología/enfoque
Esta investigación se basa en la paradoja de la personalización y la privacidad y en la teoría del cálculo de la privacidad para abordar la pregunta de investigación y examinar cómo la IA puede influir en la revelación de información de los consumidores. Se propone que el antropomorfismo de la IA y la personalización influyen positivamente en las actitudes de los consumidores y en su intención de revelar información personal a un asistente digital, mientras que la preocupación por la privacidad afecta negativamente a la actitud y a la revelación de información.
Conclusiones
Este artículo desarrolla un modelo conceptual basado en siete propuestas de investigación para el futuro.
Originalidad
Basándose en la paradoja de la personalización y la privacidad y en la teoría del cálculo de la privacidad, este artículo presenta un punto de vista sobre los beneficios e inconvenientes de la IA desde la perspectiva del consumidor. Este artículo contribuye a la literatura al reflexionar de forma crítica sobre la cuestión de cómo influye la IA en la revelación de información del consumidor. Además, se esbozan siete propuestas de investigación y futuras áreas de investigación en relación con la privacidad y la divulgación de información del consumidor en relación con la IA.
人工智能如何
鼓励消费者分享他们的秘密?拟人化、个性化和隐私问题的作用以及未来研究的途径
摘要
目的
本文探讨了 “人工智能如何影响消费者的信息披露?"这一总体研究问题。它考虑了人工智能(AI)的拟人化、个性化和隐私问题是如何影响消费者的态度并鼓励他们披露私人信息的。
设计/方法/途径
本研究借鉴了个性化-隐私悖论和隐私计算理论来解决研究问题, 并研究人工智能如何影响消费者信息披露。本文提出, 人工智能的拟人化和个性化对消费者向数字助理披露个人信息的态度和意图有积极影响, 而隐私问题对态度和信息披露有消极影响。
研究结果
本文在此基础上建立了一个概念模型, 并为未来的研究提出了七个研究命题。
原创性
在个性化-隐私悖论和隐私计算理论的基础上, 本文从消费者的角度提出了对人工智能的好处和坏处的看法。本文通过对消费者信息披露如何受到人工智能影响的问题进行批判性反思, 对文献做出了贡献。此外, 本文概述了与人工智能相关的隐私和消费者信息披露方面的七个研究命题和未来研究领域。
Details
Keywords
- Anthropomorphism
- Artificial intelligence (AI)
- Conversational agent
- Information disclosure
- Privacy calculus theory
- Privacy-personalisation paradox
- Antropomorfismo
- Inteligencia artificial (IA)
- Agente conversacional
- Revelación de información
- Teoría del cálculo de la privacidad
- Paradoja privacidad-personalización
- 拟人化
- 人工智能(AI)
- 对话代理
- 信息披露
- 隐私计算理论
- 隐私-个性化悖论
Mahmud Akhter Shareef, Yogesh K. Dwivedi, Md. Shazzad Hosain, Mihalis Giannakis and Jashim Uddin Ahmed
This study has conducted exploratory research to understand who should comprise the members of a resilient supply chain for promoting an entrepreneurial ecosystem of a startup…
Abstract
Purpose
This study has conducted exploratory research to understand who should comprise the members of a resilient supply chain for promoting an entrepreneurial ecosystem of a startup project and to determine the mechanisms for the balanced coexistence of all stakeholders. This is necessary to ensure mutual benefits for all stakeholders, each of whom has multidimensional interests. Additionally, this supply chain must be able to withstand any potential disruption risks.
Design/methodology/approach
This research has employed a mixed-design approach. In this context, the study conducted an extensive qualitative and quantitative investigation, including 30 interviews and a survey involving 180 potential stakeholders in this supply network, respectively in the capital city of Bangladesh, Dhaka. The analysis of the interviews utilized principles of matrix thinking, while structural equation modeling (SEM) through LISREL was employed to understand cause-and-effect relationships.
Findings
Network, platform and governance—these three independent constructs have the potential to contribute to the dependent construct, a resilient supply chain, aimed at promoting an entrepreneurial ecosystem for startup projects. It has been revealed that the management of such projects depends on the rules and regulations within the ecosystem. An excellent governance mechanism is essential for this purpose. To facilitate coexistence, the establishment of a platform is crucial, where cooperation among all members is mandatory.
Practical implications
For practitioners, three distinctive but closely interdependent issues are explored and resolved in this philanthropic study. It has unfolded the elements of any startup project with essential settings.
Originality/value
The identification of the structural dynamics of potential stakeholders within the entrepreneurial ecosystem of startups is largely absent in existing literature. Therefore, there is a need to comprehensively investigate the entire network, including their roles, responsibilities and associations. This study makes a significant and novel contribution to the existing literature. Academics and practitioners alike have ample opportunities to learn from this new aspect of relationships across three distinct areas: the entrepreneurial ecosystem, startup projects and the development of a resilient supply chain.
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Janarthanan Balakrishnan, Yogesh K. Dwivedi, Anubhav Mishra, F. Tegwen Malik and Mihalis Giannakis
Given the growth of virtual reality (VR)-based tourism experiences in the past five years, this study aims to investigate the impact of VR-based interactions (ergonomics and…
Abstract
Purpose
Given the growth of virtual reality (VR)-based tourism experiences in the past five years, this study aims to investigate the impact of VR-based interactions (ergonomics and embodiment) on memorable experiences and revisit intention mediated by cognitive and emotional responses.
Design/methodology/approach
This study has used an exploratory sequential mixed methodology research design to operationalise this research. Study 1 uses qualitative in-depth interviews to explore the proposed research questions, and Study 2 uses a 3 × 3 factorial experimental research design to test the proposed hypothetical model with 355 samples.
Findings
The results indicate that embodiment plays a more crucial role than VR ergonomics. Also, the cognitive response in the virtual tour indirectly generates a more memorable experience than the emotional response.
Research limitations/implications
This research uses the theory of technological mediation as an overarching framework to conceptualise the research. Also, the research has applied the tenets of cognitive embodiment theory, metacognitive theory and other related theories to develop the arguments. Thus, the results of this research will extend the holistic understanding of these theories.
Practical implications
This research will guide VR tourism developers in understanding the requirements and expectations of tourists. It also serves as a manual to understand how tourists process the VR tour psychologically.
Originality/value
Very minimal focus was given to understanding the tourists’ interaction with technology in VR tours. The concept of ergonomics and embodiment investigated as an experimental variable is a novel approach in technology-based tourism research.
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Dušan Mladenović, Elvira Ismagilova, Raffaele Filieri and Yogesh K. Dwivedi
Based on the key dimensions of the Metaverse environment (immersiveness, fidelity and sociability), this paper aims to develop the concept of sensory word-of-mouth (WOM) in…
Abstract
Purpose
Based on the key dimensions of the Metaverse environment (immersiveness, fidelity and sociability), this paper aims to develop the concept of sensory word-of-mouth (WOM) in Metaverse – the metaWOM. It attempts to upgrade the Reviewchain model and suggests the utilization of non-transferable tokens (NTTs) in curbing the explosion of fake WOM.
Design/methodology/approach
Following Macinnis’ (2011) approach to conceptual contributions, the authors browsed the currently available literature on WOM, Metaverse and NTT to portray the emergence of metaWOM.
Findings
By relying on Metaverse’s three building blocks, the authors map out the persuasiveness of metaWOM in the Metaverse-like environment. By incorporating NTT in the Reviewchain model, the authors upgraded it to provide a transparent, safe and trusted review ecosystem. An array of emerging research directions and research questions is presented.
Research limitations/implications
This paper comprehensively analyzes the implications of a Metaverse-like environment on WOM and debates on technologies that can enhance the metaWOM persuasiveness. The proposed model in this paper can assist various stakeholders in understanding the complex nature of virtual information-seeking and giving.
Originality/value
This is the original attempt to delineate the sensory aspect of WOM in the Metaverse based on three crucial aspects of the Metaverse environment: immersiveness, fidelity and sociability. This paper extends the discussion on the issue of fake reviews and offers viable suggestions to curb the ever-growing number of fraudulent WOM.
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