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Article
Publication date: 4 November 2022

Fang Qin, Wei Le, Min Zhang and Yujia Deng

The boom in livestreaming commerce (LSC) has brought significant changes to social interaction methods. Understanding customer engagement in LSC is critical for online…

Abstract

Purpose

The boom in livestreaming commerce (LSC) has brought significant changes to social interaction methods. Understanding customer engagement in LSC is critical for online sellers who try to enhance the social influence and improve marketing effectiveness of LSC. Based on the stimulus–organism–response (S–O–R) paradigm, this study aims to develop a model to investigate the effects of perceived attributes of LSC (real-time interaction, perceived proximity and perceived authenticity) on social support (informational and emotional support) and subsequent engagement.

Design/methodology/approach

An online survey is conducted to collect data from LSC customers, and data are analyzed using SPSS and SmartPLS.

Findings

The results indicate that informational and emotional support are positively affected by real-time interaction, perceived proximity and perceived authenticity. In turn, informational and emotional support enable and mediate the prediction of customer engagement intention in LSC.

Originality/value

Prior LSC studies tend to focus on the motivation influencing LSC engagement from the perspective of perceived value. This study confirms the importance of perceived attributes of LSC in driving customer engagement from the perspective of social support.

Details

Journal of Service Theory and Practice, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2055-6225

Keywords

Article
Publication date: 18 September 2017

Jingjing Xiong, Zhen He, Yujia Deng, Min Zhang and Zehong Zhang

To face profound changes from decreasing funding, growing patient expectations and increasing competition in the health-care market, public hospitals began to implement…

1048

Abstract

Purpose

To face profound changes from decreasing funding, growing patient expectations and increasing competition in the health-care market, public hospitals began to implement effective quality management (QM) practices following manufacturing and other service industries. However, there was little knowledge relevant to the impact of QM practices on the performance of public hospitals. The study aims to shed some further light on this issue.

Design/methodology/approach

The paper extends the previous empirical research to the health-care sectors and suggests the research framework of QM practice-performance relationships in public hospitals. For validation purposes, a cross-sectional survey involving 204 quality managers and directors of large public hospitals was carried out between April and October 2013 in Zhejiang Province, China. Structural equation modeling was used to test the hypothesized relationship between QM practices and hospital performance.

Findings

Empirical results support that the implementation of QM practices can bring many benefits to sample hospitals. The dimensions of employee relations and process management are directly related to the health-care and non-health-care performance of public hospitals.

Originality/value

It explores the relationship between QM practices and hospital performance based on empirical results from Chinese public hospitals, whereas few studies have been conducted within the context of public health-care sectors in developing countries. The empirical results could enhance hospital managers’ understanding of the nature of QM practice-performance relationship and help mangers re-allocate more resources to those elements of the QM systems that have the most significant impact on hospital performance.

Details

International Journal of Quality and Service Sciences, vol. 9 no. 3/4
Type: Research Article
ISSN: 1756-669X

Keywords

Article
Publication date: 1 September 2016

Menglong Li, Jingsong Nie and Yujia Ren

College badminton gymnasium is an important place where students take physical exercise. Student satisfaction index for badminton gymnasium is an important factor which…

Abstract

College badminton gymnasium is an important place where students take physical exercise. Student satisfaction index for badminton gymnasium is an important factor which influences the design of badminton gymnasium. To improve the design and construction level of college badminton gymnasium, student satisfaction index evaluation system for the design of college badminton gymnasium was constructed, and empirical study of the system was carried out. Delphi method was applied to screen evaluation indicators, and analytical hierarchy process (AHP) was used to confirm the weight of evaluation indicators. Finally, student satisfaction index evaluation system for the design of college badminton gymnasium was constructed, including 3 first-level indicators (external form design, internal layout design and application function design) and 12 second-level indicators. Hunan University of Finance and Economics was taken for example to demonstrate student satisfaction index evaluation system for the design of college badminton gymnasium. Besides, comprehensive evaluation score of the badminton gymnasium was gained. The student satisfaction index evaluation system is an effective tool to evaluate the design of college badminton gymnasium. During the design of college badminton gymnasium in China, the application function and internal layout should mainly be taken into account.

Details

Open House International, vol. 41 no. 3
Type: Research Article
ISSN: 0168-2601

Keywords

Content available
Article
Publication date: 18 September 2017

Su Mi Dahlgaard-Park and Jens Dahlgaard

562

Abstract

Details

International Journal of Quality and Service Sciences, vol. 9 no. 3/4
Type: Research Article
ISSN: 1756-669X

Article
Publication date: 21 July 2022

Yujia Chen, Tao Xue, Aarni Tuomi and Ziya Wang

Given little light has been shed on the preference of Generation Z tourists or tourists from different cultural backgrounds toward service robot preference in hospitality…

Abstract

Purpose

Given little light has been shed on the preference of Generation Z tourists or tourists from different cultural backgrounds toward service robot preference in hospitality contexts, this study aims to explore robot service preferences in the accommodation sector in the Chinese market, with a specific focus of Generation Z customers.

Design/methodology/approach

This study followed an exploratory sequential research design including two qualitative methods (i.e. projective techniques and semistructured interviews) to reach its objectives.

Findings

This study suggests that service robots are more preferred for routine tasks and gender differences exist in the preference of service robot’s anthropomorphism level. The preferences are driven by four factors based on different levels of hedonic and utilitarian values: experienced-hedonic value, utilitarian-hedonic value, task-relevant value and utilitarian value.

Research limitations/implications

First, because of the exploratory nature of this study, the data interpretation is unavoidably subjective; therefore, the results can be confirmed by using a more rigorous research method. Second, this study only focuses on the preference of Generation Z customers in China in the hotel sector; as the cultural differences exist in different countries, this study’s findings cannot be readily generalized across populations and service contexts. Finally, this study fails to dig into the effect of gender differences on varying levels of anthropomorphic attributes.

Practical implications

As hotels adopt service robots more widely, managers need to identify customers’ service preferences and prioritize tasks between robots and human resources for more efficient service. Particularly important is understanding the benefits and challenges of specific robot implementations rather than looking for a one-size-fits-all mode of operation.

Originality/value

To the best of the authors’ knowledge, this is the first study to understand robot service preference with regard to specific tourist groups in illustrating their preference for service delivery. Drawing on self-determination theory, this study potentially provides a theoretical basis for hotel service process optimization.

目的

本研究从接待业情景出发, 针对中国Z世代游客在住宿业环境下对机器人服务使用偏好进行了探索性研究, 并对导致该偏好所产生的关键因素进行了探索。

设计/方法学/方法

本研究遵循了探索性次序研究设计步骤, 通过投射技术和半结构化访谈相结合的定性方法对本文研究目标进行了回答。

研究发现

研究表明, 顾客对服务机器人日常服务事项表现出明显偏好, 但是, 对于服务机器人的拟人化水平偏好存在性别化差异。根据享乐主义和实用主义价值的不同维度角来看, 游客偏好差异的产生主要受到四种价值取向驱动, 包括:1)享乐—体验价值驱动; 2)实用—享乐价值驱动; 3)任务相关价值驱动; 4)实用价值驱动。

研究局限/启示

由于本研究是探索性研究, 且对投射技术和半结构化访谈数据的解释具有一定主观性, 建议未来通过更加严格的研究方法来验证分析结果。此外, 由于是在中国酒店行业特殊的语境和背景下进行的研究, 存在一定跨国文化差异, 其结论在跨种族和跨服务背景的适用性仍待进一步验证。最后, 本研究未能进一步深入探讨性别差异对不同层次拟人化属性的影响。

实践启示

随着服务机器人在酒店业的普及, 管理者需要识别顾客的服务偏好, 在具体任务分配过程中, 需要对服务机器人和员工的使用安排进行优先等级划分, 以此全面提高服务效率。最重要的是, 要充分了解使用机器人的利与弊, 而不是通过一刀切的方式管理酒店服务。

原创性/价值

本研究首次对特定游客群体(Z世代)对于服务机器人使用偏好进行了研究, 从自主决策理论出发阐述了他们对服务提供者的使用偏好差异及其驱动因素, 为优化酒店服务流程提供了理论指导和实证证据。

Diseño/metodología/enfoque

Este estudio se diseñó bajo una investigación secuencial exploratoria que incluyó dos métodos cualitativos (es decir, técnicas proyectivas y entrevistas semiestructuradas) para alcanzar sus objetivos.

Propósito

Dado que se ha arrojado poca luz sobre la preferencia de los turistas de la Generación Z o de los turistas de diferentes orígenes culturales hacia los servicios de robótica en el sector alojativo, este estudio tiene como objetivo explorar las preferencias de servicios de robots en el sector del alojamiento en China, con un enfoque específico hacia la Generación Z.

Conclusiones

Este estudio sugiere que los robots de servicio son más preferidos para tareas rutinarias, existiendo diferencias de género en la preferencia del nivel de antropomorfismo del robot de servicio. Las preferencias están impulsadas por cuatro factores basados en diferentes niveles de valores hedónicos y utilitarios: 1) valor hedónico experimentado, 2) valor hedónico utilitario, 3) valor relevante para la tarea y 4) valor utilitario.

Limitaciones/implicaciones de la investigación

Primero, debido a la naturaleza exploratoria de este estudio, la interpretación de los datos es inevitablemente subjetiva, por lo tanto, los resultados pueden confirmarse utilizando un método de investigación más riguroso. Además, este estudio solo se enfoca en la preferencia de los clientes de la Generación Z para el sector hotelero en China, ya que las diferencias culturales existentes en diferentes países, no pueden generalizarse fácilmente entre poblaciones y contextos de servicio. Por último, este estudio no profundiza en el efecto de las diferencias de género en los distintos niveles de atributos antropomórficos.

Implicaciones prácticas

A medida que los hoteles vayan adoptando servicios con robots, los gerentes deberían identificar las preferencias de servicio de los clientes y priorizar tareas para robots o para recursos humanos cara a un servicio más eficiente. Particularmente importante es comprender los beneficios y desafíos de las implementaciones de robots específicos, en lugar de buscar un modo de operación único para todos.

Originalidad/valor

Este es el primer estudio que comprende la preferencia de servicios de robots con respecto a grupos de turistas específicos para ilustrar su preferencia por la prestación de servicios. Basándose en la teoría de la autodeterminación, este estudio proporciona potencialmente una base teórica para la optimización del proceso de servicio del hotel.

Article
Publication date: 14 April 2014

Yujia He

Rare earths are essential materials for many high-tech industries critical to both economic development and national defense. China, the world's dominant supplier of rare…

Abstract

Purpose

Rare earths are essential materials for many high-tech industries critical to both economic development and national defense. China, the world's dominant supplier of rare earths, has recently been imposing stricter controls over its production and export. The purpose of this paper is to examine the domestic roots of the changes in China's rare earth industry production and exports in its three-decade rise to the current global monopoly.

Design/methodology/approach

This paper adopts the historical institutionalism approach to analyze the trajectory of industry and trade development. The author analyzes data collected from government whitepapers and reputed scholarly and news sources.

Findings

This paper argues that the Chinese rare earth industry has gone through three periods of development, in which the state attempted to control the market and industry through reformulating rules and institutions to achieve state goals. Domestic state institutions, combined with macroeconomic environment and state governance strategy shaped the three-decade experience of rare earth industry and trade development in China.

Originality/value

This paper builds on existing findings about Chinese state regulations to provide a novel analytical framework to analyze the role of the state in industry and trade development in the rare earth industry. The focus on a single strategic industry seldom studied in the current literature also provides ample empirical value to further scholarly understanding about this industry.

Details

International Journal of Emerging Markets, vol. 9 no. 2
Type: Research Article
ISSN: 1746-8809

Keywords

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