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This study aims to address the issue of perfunctory sharing that arises in knowledge governance due to a lack of willingness to share knowledge between individuals within the same organization. This knowledge-sharing process does not occur simultaneously for both parties but follows a sequential progression. Additionally, this governance model fully considers the willingness of both parties to share and effectively addresses the two knowledge characteristics that influence their willingness to do so.

This study follows inductive logic and primarily adopts an interpretive case study approach to conduct a longitudinal exploratory case study. An incubator enterprise with active knowledge-sharing activities and significant knowledge governance effects is selected as the research subject. The governance system is explained through the lens of prospect theory at the mechanism level.

In the study of the knowledge-sharing process, the authors observed a new challenge: perfunctory behavior, whereby individuals engage in knowledge-sharing activities that lack substantial effects as a way to avoid genuine sharing. From this, a new knowledge-sharing model was extracted, the cold start and hot feedback model, which follows a sequential (rather than simultaneous) progression. Using the deterministic effect of prospect theory and the principle of reference dependence, the governance mechanism of corporate knowledge sharing was analyzed from the perspective of knowledge-sharing willingness.

Based on prospect theory, this study primarily explains how the governance mechanism influences the willingness to share knowledge from the perspective of four principles. In the future, threat rigidity theory and commitment escalation theory can be combined to further analyze the willingness to share knowledge from the perspectives of pressure and cost. Empirical research methods can also be used to test and enrich the research results of this paper.

After considering the willingness to share knowledge, a new knowledge-sharing model and corresponding knowledge-sharing governance model are proposed, and prospect theory is extended to the knowledge-based theory research field.

This paper aims to explore the effectiveness of customer inoculation strategies in the context of AI service failures in the hospitality and tourism industries. Furthermore, it examines how these strategies can enhance customer complaint behavior and satisfaction with service recovery, thereby improving the overall service experience.

Four distinct studies were conducted: Study 1 investigated the influence of customer inoculation on complaint behavior post-AI service failure. Study 2 assessed the impact of service remedies on customer satisfaction. Study 3 explored the implications of initial purchase and usage intentions. Finally, Study 4 validated the findings using a large-scale online survey.

The results indicated that customer inoculation significantly increases customer complaint behavior and satisfaction with service remedies following AI service failures. They also showed that this relationship is mediated by psychological distance. Furthermore, customer inoculation positively affects initial purchase and usage intentions, demonstrating effectiveness at various customer engagement stages.

This study enriches the literature on AI hospitality service failure and recovery by introducing the novel concept of customer inoculation. Additionally, it significantly contributes to the inoculation theory literature, which covers diverse fields. Practically, this study proposes an efficient and low-cost strategy for marketers.

This study introduces the concept of customer inoculation in the context of AI service failures, a novel approach in the hospitality and tourism literature. It provides empirical evidence of the efficacy of the strategy, bridging a crucial gap in understanding customer behavior in the face of technological disruptions.

The study aims to investigate the effects of bodily feelings on preference for robotic service by examining direct and indirect sensations from physical and metaphorically projected bodily feelings.

Through four empirical experiments involving video and recall tasks to metaphorically manipulate participants’ bodily warmth and directly manipulate ambient temperature, the authors explored the mediating role of the need for warmth and the moderating role of robotic features (warmth vs competence) on consumer willingness to engage with and pay for robotic services.

Warmth perception exhibits a positive correlation with robotic services. This relationship is mediated by the need for warmth. Moreover, when customers experience a sensation of physical warmth, they show a greater willingness to pay for a robotic service exhibiting competence versus warmth.

This research contributes to the literature by integrating the feelings-as-information theory and the mind perception view to understand the judgment of robotic services. It extends the application of the embodied cognition theory, highlighting the significance of bodily feelings as a source of information in customer decision-making processes. Furthermore, this research explores the metaphoric influence of service features on bodily responses, providing new insights into the role of embodiment and mental perception in robotic service evaluations.

Managers should consider using different robots based on seasonal settings to meet customers’ need for warmth. Understanding customers’ bodily feelings and the metaphoric influence of service features contributes to the design of more effective and customer-centric robotic services.

This inquiry explores the metaphoric influence of service features on bodily responses, providing new insights into the role of embodiment and mental perception in robotic service evaluations.