Sunil Sahadev, Sean Chung, Mustafeed Zaman, Indria Handoko, Tan Vo-Thanh, Nguyen Phong Nguyen and Rajeev Kumra
The study aims to look at deep eWOM providing behaviour in m-commerce and attempts to explore its antecedents. Personalisation is proposed as an indirect antecedent of deep eWOM…
Abstract
Purpose
The study aims to look at deep eWOM providing behaviour in m-commerce and attempts to explore its antecedents. Personalisation is proposed as an indirect antecedent of deep eWOM providing behaviour mediated by hedonic and utilitarian value perceptions and personal identification.
Design/methodology/approach
Based on social-exchange theory, the conceptual model links the study antecedents to deep eWOM providing behaviour. The conceptual model was validated through a multi-country study. A large sample of m-commerce users in the UK (n = 505), India (n = 422) and Vietnam (n = 618) were contacted to collect the data. Data were analysed through structural equations modelling procedure with invariance analysis conducted to ensure that the results from the three samples could be compared. The authors also conducted post-hoc analysis to explore the mediation paths between variables.
Findings
The study finds support to the conceptual model across the samples from the three countries. Personalisation is found to increase value perceptions – both utilitarian and hedonic – and personal identification which leads to “deep” eWOM providing behaviour across all the three countries. The serial mediation also provides comparable results across the three countries.
Originality/value
The study contributes to the understanding of deep eWOM providing behaviour – a construct with high practical relevance which has however not been explored sufficiently in current literature. The study also contributes to the literature that analyses the consequences of personalisation in m-commerce.
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Sean Sands, Carla Ferraro, Colin Campbell and Hsiu-Yuan Tsao
Brands are increasingly considering the use of chatbots to supplement, or even replace, humans in service interactions. Like humans, chatbots can follow certain service scripts in…
Abstract
Purpose
Brands are increasingly considering the use of chatbots to supplement, or even replace, humans in service interactions. Like humans, chatbots can follow certain service scripts in their encounters, which can subsequently determine the customer experience. Service scripts are verbal prescriptions that seek to standardize customer service interactions. However, while the role of service scripts is well documented, despite the increasing use of chatbots as a service mechanism, less is known about the effect, on consumers, of different service scripts presented during chatbot service encounters.
Design/methodology/approach
An experimental scenario was developed to test the research hypotheses. Respondents were randomly allocated to scenarios representing a 2 (service interaction: human, chatbot) × 2 (service script: education, entertainment) design. A total of 262 US consumers constituted the final sample for the study.
Findings
The findings indicate that when employing an education script, a significant positive effect occurs for human service agents (compared to chatbots) in terms of both satisfaction and purchase intention. These effects are fully mediated by emotion and rapport, showing that the bonds developed through the close proximity to a human service agent elicit emotion and develop rapport, which in turn influence service outcomes. However, this result is present only when an educational script is used.
Originality
This paper contributes to the emerging service marketing literature on the use of digital services, in particular chatbots, in service interactions. We show that differences occur in key outcomes dependent on the type of service script employed (education or entertainment). For managers, this study indicates that chatbot interactions can be tailored (in script delivered) in order to maximize emotion and rapport and subsequently consumer purchase intention and satisfaction.
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Yun Dong Yeo and Seung-Hyun (Sean) Lee
The purpose of this paper is to examine how the risk of war aroused by North Korea’s threatening actions trigger strategic responses from US multinational enterprises (MNEs…
Abstract
Purpose
The purpose of this paper is to examine how the risk of war aroused by North Korea’s threatening actions trigger strategic responses from US multinational enterprises (MNEs) operating in South Korea. The authors compare two competing perspectives of real options and risk diversification to see which prevails when US MNEs are facing risk of war.
Design/methodology/approach
The authors hand collected news articles regarding North Korea’s threatening actions that may trigger strategic responses from MNEs operating in South Korea. The authors use archival data of US MNEs to verify our results.
Findings
Empirical tests of the two competing perspectives reveal that US MNEs adopt the risk diversification strategy when threatened by the risk of war. However, as MNEs have more available foreign markets outside the host country that is at risk of war, MNEs tend to take an operational flexibility approach more seriously and shift their productions to the remaining global operations. The ownership structure of the subsidiary does not appear to have significant effect on US MNEs’ strategic risk management.
Originality/value
This paper compares two perspectives, namely, real options and risk diversification, to observe how US MNEs treat their subsidiaries when facing risk of war in South Korea.
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Hsiu-Yuan Tsao, Ming-Yi Chen, Colin Campbell and Sean Sands
This paper develops a generalizable, machine-learning-based method for measuring established marketing constructs using passive analysis of consumer-generated textual data from…
Abstract
Purpose
This paper develops a generalizable, machine-learning-based method for measuring established marketing constructs using passive analysis of consumer-generated textual data from service reviews. The method is demonstrated using topic and sentiment analysis along dimensions of an existing scale: lodging quality index (LQI).
Design/methodology/approach
The method induces numerical scale ratings from text-based data such as consumer reviews. This is accomplished by automatically developing a dictionary from words within a set of existing scale items, rather a more manual process. This dictionary is used to analyze textual consumer review data, inducing topic and sentiment along various dimensions. Data produced is equivalent with Likert scores.
Findings
Paired t-tests reveal that the text analysis technique the authors develop produces data that is equivalent to Likert data from the same individual. Results from the authors’ second study apply the method to real-world consumer hotel reviews.
Practical implications
Results demonstrate a novel means of using natural language processing in a way to complement or replace traditional survey methods. The approach the authors outline unlocks the ability to rapidly and efficiently analyze text in terms of any existing scale without the need to first manually develop a dictionary.
Originality/value
The technique makes a methodological contribution by outlining a new means of generating scale-equivalent data from text alone. The method has the potential to both unlock entirely new sources of data and potentially change how service satisfaction is assessed and opens the door for analysis of text in terms of a wider range of constructs.
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Billy Sung, Michelle Stankovic, Sean Lee and Kevin Anderson
This paper aims to test whether passive Wi-Fi visitor analytics is a useful and effective method to measure consumer engagement towards food trucks located within an outdoor…
Abstract
Purpose
This paper aims to test whether passive Wi-Fi visitor analytics is a useful and effective method to measure consumer engagement towards food trucks located within an outdoor activation area at an Australian metropolitan university.
Design/methodology/approach
Using passive Wi-Fi visitor analytics to ping and track smart devices, data was collected over 90 weekdays capturing data from 522,548 unique smart devices.
Findings
The data collected in this feasibility study was able to identify the most and least popular food trucks by displaying the differences in both bounce and engagement rates, suggesting that passive Wi-Fi visitor analytics are feasible and useful in this context. Furthermore, the results also demonstrate that food truck vendors and marketers should not engage in random rotation, but instead remain static to try and increase familiarity.
Originality/value
Current visitor tracking technology (i.e. ticketed sales, sales data and survey) is limited as it may not provide an accurate measurement of foot traffic, identify engaged patrons who passed by but did not complete a purchase and be available due to commercial sensitivity and confidentiality. Thus, the current research is the first to examine customer engagement (i.e. unengaged walk-by vs engaged but bounced vs engaged sales) with food trucks within an activation area by using passive Wi-Fi visitor analytics.
研究目的
当前的论文旨在研究被动 Wi-Fi 访客分析是否是衡量消费者对位于澳大利亚城市大学户外活动区域内的流动餐车的参与度的有用且有效的方法。
研究方法
使用被动 Wi-Fi 访客分析来跟踪智能设备, 从 522,548 个独特的智能设备收集了超过 90 个工作日的数据。
研究发现
该可行性研究中收集的数据能够通过显示跳出率和参与率的差异来识别最受欢迎和最不受欢迎的流动餐车, 这表明被动 Wi-Fi 访客分析在这种情况下是可行和有用的。 此外, 我们的结果还表明, 流动餐车供应商和营销人员不应随意轮换, 而应保持静止从而增加顾客熟悉度。
研究原创性
当前的访客跟踪技术(即售票销售、销售数据和调查)是有限的, 因为它可能无法:(1)提供客流量的准确测量; (2) 识别路过但未完成购买的参与顾客; (3) 由于商业敏感性和保密性而可用。 因此, 目前的研究是第一个通过使用被动 Wi-Fi 访客分析来检查激活区域内流动餐车的客户参与度(即, 未参与路过, 相比于参与但跳出, 相比于参与售出额)。
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Hsiu-Yuan (Jody) Tsao, Colin L. Campbell, Sean Sands, Carla Ferraro, Alexis Mavrommatis and Steven (Qiang) Lu
This paper aims to develop a novel and generalizable machine-learning based method of measuring established marketing constructs through passive analysis of consumer-generated…
Abstract
Purpose
This paper aims to develop a novel and generalizable machine-learning based method of measuring established marketing constructs through passive analysis of consumer-generated textual data. The authors term this method scale-directed text analysis.
Design/methodology/approach
The method first develops a dictionary of words related to specific dimensions of a construct that is used to assess textual data from any source for a specific meaning. The method explicitly recognizes both specific words and the strength of their underlying sentiment.
Findings
Results calculated using this new approach are statistically equivalent to responses to traditional marketing scale items. These results demonstrate the validity of the authors’ methodology and show its potential to complement traditional survey approaches to assessing marketing constructs.
Research limitations/implications
The method we outline relies on machine learning and thus requires either large volumes of text or a large number of cases. Results are reliable only at the aggregate level.
Practical implications
The method detail provides a means of less intrusive data collection such as through scraped social media postings. Alternatively, it also provides a means of analyzing data collected through more naturalistic methods such as open-response forms or even spoken language, both likely to increase response rates.
Originality/value
Scale-directed text analysis goes beyond traditional methods of conducting simple sentiment analysis and word frequency or percentage counts. It combines the richness of traditional textual and sentiment analysis with the theoretical structure and analytical rigor provided by traditional marketing scales, all in an automatic process.
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Weiping Li, Huirong Li, Xuan Sean Sun and Tairan Kevin Huang
The purpose of this paper is to examine the impact of directors’ and officers’ liability insurance (D&O insurance hereafter) on corporate governance and firm performance, with a…
Abstract
Purpose
The purpose of this paper is to examine the impact of directors’ and officers’ liability insurance (D&O insurance hereafter) on corporate governance and firm performance, with a specific focus on investment efficiency.
Design/methodology/approach
Using a sample of Chinese A-share listed firms from the period 2007 to 2020, this study uses Ordinary Least Squares regressions to investigate the research questions, as well as moderating and mediating effects. Additionally, alternative measures of investment efficiency are used, and the Heckman two-stage model and propensity score matching model are used to demonstrate the consistency of the findings and to mitigate the risk of endogeneity.
Findings
The findings of this study suggest that purchasing D&O insurance has a detrimental impact on corporate investment efficiency, particularly in the context of over-investment activities; robust internal governance mechanisms, exemplified by a higher shareholding ratio of the top shareholder and enhanced internal control quality, alleviate this negative effect; and financing constraints act as a mediating factor in the association between D&O insurance and investment efficiency.
Originality/value
Corporate investment efficiency is of significant importance for both national macroeconomic growth and micro-enterprise development. Notably, the prevalence of D&O insurance among Chinese firms is progressively increasing, thus exerting a growing influence. This study contributes to the existing literature on D&O insurance and corporate investment efficiency, providing valuable insights into the economic impact of D&O insurance on Chinese firms. The empirical evidence presented herein facilitates future reforms and adjustments.
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María Encarnación Andrés‐Martínez, Miguel Ángel Gómez‐Borja and Juan Antonio Mondéjar‐Jiménez
This research involves a review of the principal aspects of the concept of perceived price fairness in consumer purchasing behaviour.
Abstract
Purpose
This research involves a review of the principal aspects of the concept of perceived price fairness in consumer purchasing behaviour.
Design/methodology
The research reviews the principal aspects of perceived price fairness analysed in the literature. First, it tackles the dimensions of the concept of fairness before examining the dual entitlement principle, from which the idea of reference prices and the term fair price derive.
Findings
The research establishes research ideas for further research into this important topic, which is not currently the subject of much research.
Limitations/implications
The principal limitation of the research is that it only focuses on the consumer, without analysing the vendor's point of view in pricing. Additionally, it is limited to considering the effects of perceived unfairness on satisfaction. In future research it will be important to include aspects such as loyalty or confidence in the decision making process.
Originality/value
The research offers a thorough overview of the concept of perceived price fairness, proposing several future research areas that are better adjusted to the real‐world functioning of this important concept and should lead to improved understanding.
Objetivo
El objetivo de este trabajo es hacer una revisión de los principales aspectos relacionados con la percepción de justicia de precios en el comportamiento de compra del consumidor.
Diseño/metodología
Este trabajo revisa los principales aspectos relacionados con la percepción de justicia de precios analizados en la literatura. Así, en primer lugar se abordan las distintas dimensiones que componen el concepto de justicia, y en segunda instancia, el denominado principio de doble derecho que introduce el precio de referencia y da lugar al término de precio justo.
Hallazgos
Este trabajo plantea líneas de investigación futuras para profundizar en un tema tan importante, pero poco analizado en la actualidad.
Limitaciones/implicaciones
La principal limitación de este trabajo es que se centra solo en la perspectiva del consumidor sin analizar el punto de vista del vendedor cuando fija los precios. Además, se ha considerado únicamente los efectos que la percepción de injusticia tiene sobre la satisfacción, siendo interesante incluir elementos como la lealtad o la confianza en la decisión.
Originalidad/valor
Este trabajo aporta una visión integrada del concepto de percepción de justicia de precios, planteando una serie de líneas de investigación que pueden permitir un conocimiento mejor y más adaptado a la realidad de un concepto tan relevante.
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Sean Lancaster, David C. Yen and Cheng‐Yuan Ku
To provide an overview of E‐supply chain management (E‐SCM) initiatives, focusing on the evolution and technological drivers of moving to the web. This paper also provides a…
Abstract
Purpose
To provide an overview of E‐supply chain management (E‐SCM) initiatives, focusing on the evolution and technological drivers of moving to the web. This paper also provides a framework and analysis of current efforts in the automotive, financial services, retail, technology, and transportation sectors.
Design/methodology/approach
The paper uses a qualitative experimental design, case‐study approach. Companies are compared across a variety of factors affecting E‐SCM.
Findings
There is little evidence to support that the size of a firm's revenues correlate to the effectiveness of their E‐SCM efforts.
Research limitations/implications
The research uses a limited number of companies. Additionally, the web sites were evaluated only to the extent which they were made publicly available.
Practical implications
An overview and discussion of E‐SCM is presented. This paper also analyzes selected companies' current web initiatives in the automotive, financial services, retail, technology, and transportation sectors.
Originality/value
This paper uses an original framework to analyze E‐SCM initiatives. Its conclusions would be of interest to individuals with a practical and research interest in E‐SCM.
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Sean Lancaster, David C. Yen, Albert H. Huang and Shin‐Yuan Hung
Instant messaging and e‐mail are popular communication methods on college campuses. However, students' perceptions of the two technologies vary greatly. This study seeks to…
Abstract
Purpose
Instant messaging and e‐mail are popular communication methods on college campuses. However, students' perceptions of the two technologies vary greatly. This study seeks to investigate the differences between instant messaging and e‐mail.
Design/methodology/approach
A survey was given to 545 college students.
Findings
Instant messaging is perceived as offering many advantages over e‐mail including conveying emotions, building relationships and ease of use (EU). Users are more likely to use symbols with their instant messages to help communicate. College students find both technologies to be easy to use, but show a preference for the EU of instant messaging. However, despite its perceived functional benefits, instant messaging is only the favored form of communication for personal and social relationships.
Originality/value
This paper builds on existing research by discussing information richness, EU, the use of emotions, multimedia, playfulness, flow, cognitive fit theory, bounded rationality, perceived commitment, and user satisfaction in the course of the study.