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Article
Publication date: 5 January 2023

Yucheng Liu, Xiaorong Fu and Xiangming Ren

Enterprises' multichannel operations provide various avenues for customer interaction; however, existing literature investigating customer-to-customer interaction (CCI…

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Abstract

Purpose

Enterprises' multichannel operations provide various avenues for customer interaction; however, existing literature investigating customer-to-customer interaction (CCI) mainly focuses on a single channel. The purpose of this paper is to investigate the spillover effect of CCI and potential underlying mediating mechanisms in different information channels.

Design/methodology/approach

Three between-subjects experiments with 946 participants were employed to empirically validate the proposed hypotheses in the context of an experiential product and a material product.

Findings

Results suggest the clear spillover effect of CCI, indicating that positive CCI improves focal customers' satisfaction and purchase intention, whereas negative CCI reduces focal customers' satisfaction and purchase intention. Moreover, CCI's spillover effect varies based on the CCI channel. Offline CCI has a stronger positive spillover effect than online CCI. Contrarily, online CCI has a stronger negative spillover effect than offline CCI. Customer experience and trust are demonstrated to have mediating roles in this process.

Originality/value

This study is the first to comprehensively understand and compare the CCI spillover effect of the two information channels. The findings add to the existing knowledge of information processing in the psychological mechanisms influencing the belief in addition to providing insights for companies engaged in multichannel operations management across different channels.

Details

Internet Research, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1066-2243

Keywords

Article
Publication date: 12 March 2020

Chuangang Shen, Yucheng Zhang, Jing Yang and Siqi Liu

The purpose of this paper is to examine the harmful effect of abusive supervision on employee creativity through feedback-seeking behavior (FSB) and the moderation of this…

Abstract

Purpose

The purpose of this paper is to examine the harmful effect of abusive supervision on employee creativity through feedback-seeking behavior (FSB) and the moderation of this mediation by proactive personality.

Design/methodology/approach

This study conducted hierarchical regression and path analysis to analyze the 341 manager–employee dyads data gathered from 11 companies in China.

Findings

The results reveal that abusive supervision had a detrimental effect on employee creativity partially mediated by employee FSB, and employees' proactive personality moderated the mediation.

Research limitations/implications

Although the findings of this research are based on multiple sources data, it is hard to draw causal inferences because the nature of the data is cross-sectional.

Practical implications

Organizations should be aware of the deleterious effect of abusive supervision on employee creativity and should seek to inhibit supervisors' abusive behavior in the workplace.

Originality/value

This study re-examines the relationship between abusive supervision and employee creativity in the Chinese context from the social exchange perspective. The mediating role of FSB and the moderating role of proactive personality offer new insights in-to the mechanisms and boundary conditions associated with the relationship between abusive supervision and employee creativity.

Details

Leadership & Organization Development Journal, vol. 41 no. 2
Type: Research Article
ISSN: 0143-7739

Keywords

Article
Publication date: 11 August 2022

Chih-Hsing Liu, Wei-Long Lee, Yen-Po Fang and Yucheng Zhang

The purpose of this study is to examine the mediating and moderating processes that link crisis management to tourist attitude changes and hygiene/safety perceptions…

Abstract

Purpose

The purpose of this study is to examine the mediating and moderating processes that link crisis management to tourist attitude changes and hygiene/safety perceptions through destination image.

Design/methodology/approach

Data from 524 tourists and structural equation models were used to examine the tourists’ perceptions of attitudes, safety perceptions and destination images in Taiwan.

Findings

The effectiveness of crisis management may positively influence destination image through attitude changes and hygiene/safety perceptions. This study also confirms that information sharing may not only speed up the process of positive destination-image development but also strengthen relationships among the critical attributes of crisis management.

Originality/value

As the impact of the COVID-19 crisis continues, it is critical to understand the role of crisis management in destination image and identify how attitudes or behavior intentions can be affected in the fast-spreading network of information sharing in an increasingly competitive tourism and hospitality market.

目的

本研究的目的是检验如何通过中介和调节过程将危机管理与卫生/安全感知、游客态度变化和目的地形象联系起来的。

设计/方法/途径

数据来自 524 名游客, 并通过结构方程模型 (SEM)进行分析 , 用于检验游客对台湾的态度、安全感知和目的地形象的看法。

发现

危机管理的有效性可以通过态度改变和卫生/安全认知对目的地形象产生积极影响。目前的研究还进一步显示信息共享不仅可以加速积极的目的地形象发展过程, 还可以加强危机管理的关键属性之间的关系。

创意/价值

随着 COVID-19 危机的影响持续, 了解危机管理在目的地形像中的作用, 并确定态度或行为意图如何在竞争激烈的旅游和酒店市场中影响快速传播的信息共享网络至关重要。

Propósito

El propósito de este estudio es examinar los procesos de mediación y moderación que vinculan la gestión de crisis, con los cambios de actitud de los turistas y las percepciones de higiene/seguridad a través de la imagen del destino.

Diseño/metodología/enfoque

Se utilizaron datos de 524 turistas, así como la metodología de ecuaciones estructurales (SEM), para examinar las percepciones de los turistas sobre la influencia del coronavirus 2019 (COVID-19) en el comportamiento del consumidor en forma de actitudes, percepciones de seguridad y destino sobre imágenes en Taiwán.

titleResultados

La eficacia de la gestión de crisis puede influir positivamente en la imagen del destino a través de cambios en la actitud y percepciones de higiene/seguridad. El estudio también confirma, que el intercambio de información no solo puede acelerar el proceso de desarrollo de una imagen positiva del destino, sino también fortalecer las relaciones entre los atributos críticos de la gestión de crisis.

Originalidad/valor

A medida que continúa el impacto de la crisis del COVID-19, es fundamental comprender el papel en la gestión de crisis, imagen del destino e identificar cómo las actitudes o las intenciones de comportamiento pueden verse afectadas por la rápida expansión e intercambio de información, en un cada vez más competitivo mercado turístico.

Article
Publication date: 4 September 2020

Yucheng Zhang, Jing Li, Chih-Hsing Liu, Yimo Shen and Guiquan Li

Research on the relationship between novelty and travel intention is lacking. This study attempts to fill this gap by developing a theoretical model to explain how novelty…

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Abstract

Purpose

Research on the relationship between novelty and travel intention is lacking. This study attempts to fill this gap by developing a theoretical model to explain how novelty influences travel intention through two mediating paths: brand equity and tourist motivation.

Design/methodology/approach

In this study, data were collected from 466 foreign visitors to Taiwanese night markets. To test the model, the authors applied structural equation modeling (SEM) to identify the critical attributes that predicted foreign tourists' travel intentions.

Findings

The SEM analysis indicated that novelty in tourism management was related to brand equity and intrinsic motivation, which increased foreign tourists' travel intentions and offered advantages for highly competitive, high-density night markets in Taiwan. In addition, brand equity was an important mediator that connected novelty and tourists' travel intentions. Finally, novelty indirectly affected travel intention and intrinsic motivation through brand equity.

Research limitations/implications

There may exist potential moderators in the relationships among the brand equity and travel intention categories. Future research studies could explore whether any moderators influence the relationship mechanisms examined in this study.

Originality/value

This research expands on previous research studies that have focused on the value of travel intention. Furthermore, the study uses brand equity theory (BET) and the theory of planned behavior (TPB) to examine the mediating effect of intrinsic motivation on the relationship between novelty and travel intention.

Details

Management Decision, vol. 59 no. 6
Type: Research Article
ISSN: 0025-1747

Keywords

Article
Publication date: 9 May 2018

Yucheng Zhang, Yenchun Jim Wu, Mark Goh and Xinhong Liu

The purpose of this paper is to draw on social capital theory to develop a model to explain the determinants of a supply chain management scholar’s academic research impact.

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Abstract

Purpose

The purpose of this paper is to draw on social capital theory to develop a model to explain the determinants of a supply chain management scholar’s academic research impact.

Design/methodology/approach

Drawing from a database of 450 supply chain management scholars in different countries collected from ResearchGate and the World Bank, the bootstrapping method was applied on the moderated mediation analysis.

Findings

Analysis of the mediating role of a scholar’s social capital suggests that social capital theory has a strong explanatory power on the relationship between a scholar’s research skill and academic impact. To account for the boundary effect at the country-level, the authors further examine if this mechanism differs by country in the supply chain management research context.

Research limitations/implications

The findings from this study are from a single research area, which limits the generalizability of the study. Although the data are collected from different sources, including ResearchGate and the World Bank, it is cross-sectional in nature. The variables in this model do not have strong causal relationships.

Practical implications

The results suggest that supply chain management scholars can reap the benefits of their social capital. Specifically, scholars can enhance their academic impact by increasing their social capital.

Originality/value

The results provide a reference for supply chain management scholars keen on enhancing their academic research impact. It also provides a reference to explain why country-level differences can influence these scholars.

Details

Library Hi Tech, vol. 37 no. 1
Type: Research Article
ISSN: 0737-8831

Keywords

Article
Publication date: 10 September 2021

Yucheng Zhang, Zhongwei Hou, Xingxing Zhou, Yumeng Yue, Siqi Liu, XiaoXiao Jiang and Ling Li

Despite recent organizational behavior studies have witnessed considerable progress in abusive supervision research; some demerits for both theory and methodology still…

Abstract

Purpose

Despite recent organizational behavior studies have witnessed considerable progress in abusive supervision research; some demerits for both theory and methodology still remain in the past years. To clarify the current state of knowledge in the field, this study aims to analyze the current state of theories and methods on abusive supervision and provides a detailed future research agenda.

Design/methodology/approach

This paper conducted a literature review for both theory and methodology of the abusive supervision research using a content analysis of 134 publications.

Findings

For the theory part, this paper summarized the theories that had been applied to explain the relationship between abusive supervision and its consequences as well as antecedents. For the methodology part, this paper outlined some critical issues regarding country of origin, research design, measurement, analysis strategy and also summarized with a discussion of the relationship between methodological issues and article impact. Finally, this paper concluded by presenting an agenda for future abusive supervision research regarding both theory and methodology.

Originality/value

First, this paper summarizes the main theories, antecedents and consequences often used in abusive supervision research to allow scholars to carry out theoretically driven research investigating abusive supervision in the future. Second, through a content analysis of the methods sections of abusive supervision research in the samples (i.e. country of origin, research design, measurement and analytical procedures), this paper identified the potential reasons underlying the inconsistency in the conclusions of abusive supervision research and provide some guidance for future empirical studies. Third, based on the qualitative review, this paper provides an agenda for future research investigating abusive supervision by developing a content-specific theoretical framework to benchmark abusive supervision research against other research related to leadership and offers an accurate response to scholars’ criticisms of abusive supervision research.

Details

Chinese Management Studies, vol. 16 no. 3
Type: Research Article
ISSN: 1750-614X

Keywords

Article
Publication date: 6 July 2018

Yucheng Zhang and Stephen J. Frenkel

The purpose of this paper is to investigate how part-time waiters perceive and respond to abusive supervision by the owner-manager of a small restaurant.

Abstract

Purpose

The purpose of this paper is to investigate how part-time waiters perceive and respond to abusive supervision by the owner-manager of a small restaurant.

Design/methodology/approach

An ethnographic approach was used to collect data. One of the authors worked as a participant observer for three months. In addition, 13 interviews and three focus group discussions were conducted.

Findings

Data analysis showed how neutral identification based on a primary identity—liu xu sheng (overseas student)—overshadows employees’ occupational identity (waiter), which helps waiters to cope with abusive supervision.

Originality/value

Development and application of the concept of neutral organizational identification orientation encourages emotional suppression and reframing, leading to waiters’ indifference and acquiescence in abusive supervision. Implications are drawn for theory and the practice of managing part-time and temporary workers.

Details

Employee Relations, vol. 40 no. 6
Type: Research Article
ISSN: 0142-5455

Keywords

Article
Publication date: 3 April 2017

Jia Liu and Kefan Xie

While scheduling and transporting emergency materials in disasters, the emergency materials and delivery vehicles are arriving at the distributing center constantly…

Abstract

Purpose

While scheduling and transporting emergency materials in disasters, the emergency materials and delivery vehicles are arriving at the distributing center constantly. Meanwhile, the information of the disaster reported to the government is updating continuously. Therefore, this paper aims to propose an approach to help the government make a transportation plan of vehicles in response to the disasters addressing the problem of material demand and vehicle amount continual alteration.

Design/methodology/approach

After elaborating the features and process of the emergency materials transportation, this paper proposes an emergency materials scheduling model in the case of material demand and vehicle amount continual alteration. To solve this model, the paper provides the vehicle transportation route allocation algorithm based on dynamic programming and the disaster area supply sequence self-learning algorithm based on ant colony optimization. Afterwards, the paper uses the model and the solution approach to computing the optimal transportation scheme of the food supply in Lushan earthquake in China.

Findings

The case study shows that the model and the solution approach proposed by this paper are valuable to make the emergency materials transportation scheme precise and efficient. The problem of material demand and vehicle amount changing continually during the process of the emergency materials transportation is solved promptly.

Originality/value

The model proposed by this paper improves the existing similar models in the following aspects: the model and the solution approach can not only solve the emergency materials transportation problem in the condition of varying demand and vehicle amount but also save much computing time; and the assumptions of this model are consistent with the actual situation of the emergency relief in disasters so that the model has a broad scope of application.

Details

Kybernetes, vol. 46 no. 4
Type: Research Article
ISSN: 0368-492X

Keywords

Article
Publication date: 14 May 2018

Yucheng Zhang and Stephen J. Frenkel

This paper aims to analyse two ways in which Chinese workers attempt to resist unjust treatment: exit through quitting and voice via collective action. This is in the…

Abstract

Purpose

This paper aims to analyse two ways in which Chinese workers attempt to resist unjust treatment: exit through quitting and voice via collective action. This is in the context of rapid economic growth, rising economic inequality (Lu and Gao, 2011; Qin et al., 2009; Reed, 2012) and escalating industrial conflict (Pringle, 2011).

Design/methodology/approach

A model is developed and hypotheses formulated in the light of qualitative data analysis that included archival data, workplace observation and interviews with employees and managers at a large factory. A mediated chain model was tested based on a survey of 234 semi-skilled and skilled manual workers and 353 service employees employed in the same city in Western China.

Findings

Organisational identification and organisational cynicism were found to mediate the relationship between interactional justice and the two outcomes, intention to quit and collective opposition.

Originality/value

The authors’ interpretation of these relationships challenge previous research by showing that social identification is a more powerful explanation than social exchange in accounting for variations in these two outcomes. Implications are drawn for human resource theory and practice.

Details

Journal of Chinese Human Resource Management, vol. 9 no. 1
Type: Research Article
ISSN: 2040-8005

Keywords

Article
Publication date: 9 February 2015

Chih-Hsing (Sam) Liu, Bernard Gan and Yucheng Eason Zhang

The purpose of this paper is to draw on social network theory to develop a new theoretical model to explain how experience and leadership influence critical network…

Abstract

Purpose

The purpose of this paper is to draw on social network theory to develop a new theoretical model to explain how experience and leadership influence critical network position. Broad analyses of the mediating role of leadership between experience and critical network position calls attention to the need to investigate the direct relationship between leadership and critical network position. Empirical examinations of the roles of leadership and experience within the social network context are lacking. The authors seeks to fill this gap by constructing a new theoretical model and testing it in the knowledge-intensive sector.

Design/methodology/approach

The authors made 3,356 observations involving 427 faculty members in business and management departments in Taiwanese universities. To test the model, the authors performed two different regression models using the Baron and Kenny (1986) procedure and the Sobel test.

Findings

The results that the authors obtained lead to three conclusions. First, scholars’ experience positively relates to leadership in grouping the followers toward the common goal and to their publications. Second, scholars’ leadership predicts occupying the critical network position, which, in turn, facilitates acquiring more information and resources. Third, experience relates to critical network position through influence on personal leadership.

Research limitations/implications

Although the insights gained from the study are important in theoretical and empirical implications, this study has its limitations. The research examined the professional interaction networks of business management scholars of Taiwanese universities. Although the authors believe that the findings are generalizable to other fields of similar phenomena settings, there are also settings where the generalizability of the study is probably quite limited. Future research could study samples in other fields, such as biomedical research and chemical research, and samples in other knowledge-intensive industries.

Practical implications

The results imply that managers can reap the benefits of their leadership either informal or informal organizations by occupying a critical position to control the flow of resources and information. In other words, the results indicate that leadership can be developed through experience. As well, leadership plays an important mediating role between experience and critical network positions. This may seem to contradict the evidence from research on network concepts and resources control, which primarily draws attention to leadership being a helpful quality for those in critical network positions.

Originality/value

This research extends beyond previous studies that focussed on the value of critical network positions. Furthermore, the paper also examines how the relationship between prior relevant experience and leadership plays a role in academic network settings. To the authors’ knowledge, no studies explore this perspective. Finally, studies that examine the relationship between business management academic networks and different methodology used to measures the network position are few in number, and those that use such longitudinal empirical work are particularly lacking. This study addresses these issues.

Details

Management Decision, vol. 53 no. 1
Type: Research Article
ISSN: 0025-1747

Keywords

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