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In response to the growing popularity of brands’ using social media as a customer service channel (webcare), this research examines how companies redirect consumers from the public social media feed to a private channel. The purpose of this paper is to understand how to redirect consumers using service failure apologies and to discuss personalization’s role in these service recoveries.

A text mining study reveals how companies use redirection on social media. Then, two experiments test the impact of redirection types and personalization on consumer perceptions and intentions.

Service representatives frequently require consumers to initiate the first message after redirecting them from the public social media feed (a consumer-responsible redirection). Personalizing webcare apologies increases repurchase intentions and relational advocacy regardless of the redirection strategy used. Consumers are more likely to publicly respond to companies that initiate the first message in a private channel (a company-responsible redirection).

Although most service providers require consumers to co-produce service recovery redirections (consumer-responsible redirection), this requirement may not be optimal. If a consumer-responsible redirection must be used, then personalization may improve consumers’ perceptions of webcare apology’s sincerity.

To the best of the authors’ knowledge, this study is the first to test different types of redirections in webcare. The authors extend the literature on personalization and webcare apologies by examining how these webcare components operate with redirections. The need to prevent public complaints’ spiraling out of control contributes to this research’s timely value.

Artificial intelligence (AI) powered chatbot technology is increasingly used to handle customer complaints in the service recovery process. Built on the justice theory, this paper aims to explore the optimal way to utilize chatbots in handling customer complaints for service failure recovery and the moderating role of humor.

Two scenario-based between-subjects experimental design studies were conducted to examine the two aspects of justice in service failure recovery: Study 1 focuses on procedural justice manifested as perceived control and Study 2 on interactional justice assessed as social presence. Furthermore, the moderating role of humor is investigated.

The results indicate that both perceived control and social presence can improve chatbots’ effectiveness in handling service failures to regain customer satisfaction and the consequent revisit intention. However, humor shows opposite effects in the two studies: chatbots using humorous language in complaint handling may attenuate the positive effect of perceived control but enhance the positive effect of social presence.

The findings provide practical guidelines to the service industry regarding the optimal service design and technology deployment in customer service, particularly for an effective service failure recovery process.

This research contributes to the service failure recovery literature by investigating how the new service technology of AI-powered chatbots can effectively handle customer complaints for service failure recovery. Furthermore, the research reveals the nuanced effects of humor in different complaint-handling situations.

Digitally driven virtual streamers are increasingly utilized in live-streaming commerce, possessing distinct advantages compared to human streamers. However, the applicable scenarios of virtual streamers are still unclear. Focusing on product attribute variances, this paper compares the livestreaming effects of virtual and human streamers to clarify the applicable scenarios for each and assist companies in strategically choosing suitable streamers.

We conducted four experiments utilizing both images and video as stimulus materials, and each experiment employed different products. To test the proposed model, a total of 1,068 valid participants were recruited, encompassing a diverse group of individuals, including undergraduates and employed workers.

The results indicate no significant difference between virtual and human streamers in increasing consumers’ purchase intention for utilitarian products. In contrast, human streamers are more effective in enhancing consumer purchase intention for hedonic products, with a mediating role of mental imagery quality. Consumers’ implicit personality variances also influence their willingness to accept virtual streamers.

This paper is the first to compare the effects of virtual and human streamers in promoting different products to enhance our comprehension of virtual streamers. Given the potential risks associated with human streamers, a comprehensive understanding of the role of virtual streamers is imperative for brands when deploying live-streaming commerce activities.

This study aims to improve the stability and obstacle surmounting ability of the traditional wall-climbing robot on the surface of the ship, a wheel-track composite magnetic adsorption wall-climbing robot is proposed in this paper.

The robot adopts a front and rear obstacle-crossing mechanism to achieve a smooth crossover. The robot is composed of two passive obstacle-crossing mechanisms and a frame, which is composed of two obstacle-crossing magnetic wheels and a set of tracks. The obstacle-crossing is realized by the telescopic expansion of the obstacle-crossing mechanism. Three static failure models are established to determine the minimum adsorption force for the robot to achieve stable motion. The Halbach array is used to construct the track magnetic circuit, and the influence of gap, contact area and magnet thickness on the adsorption force is analyzed by parameter simulation.

The prototype was designed and manufactured by the authors for static failure and obstacle crossing tests. The prototype test results show that the robot can cross the obstacle of 10 mm height under the condition of 20 kg load.

A new structure of wall-climbing robot is proposed and verified. According to the test results, the wall-climbing robot can stably climb over the obstacle of 10 mm height under the condition of 20 kg load, which provides a new idea for future robot design.

The development of an effective corporate vision is a necessary issue for corporate performance, and it is a key issue for corporate sustainable development as well. The recognition of questions like “what is the role of corporate vision in corporate performance” is directly related to the attitude and practice of entrepreneurs and managers toward the development of corporate vision as well as the effectiveness of the corporate vision itself. To better answer the questions concerning the role of corporate vision development and effectively guide the practice of corporations, the authors study the pathways and mechanisms by which corporate visions operate to assist businesses in achieving high performance.

The article completes the construction of indicators to measure each dimension of the corporate vision in line with social cognitive theory and analyzes the relationship between corporate vision and corporate performance by combining qualitative comparative analysis (QCA) and necessary condition analysis (NCA) research methods. The article provides insights into the logic of constructing and adjusting corporate visions from a process perspective.

The mechanisms by which corporate visions can be articulated, accepted and transformed within the organization are also the means by which corporate visions can improve corporate performance. In a dynamic environment, the corporate vision setting and acceptance process integrates the requirements of various stakeholders, leading to the adjustment and acceptance of the corporate vision. As a result, the vision has continuous validity in a changing environment. Both start-ups and non-start-ups can benefit from the guidance provided by a strong corporate vision in overcoming a variety of issues and obstacles to produce strong business performance.

This is the first study that shows the relationship between corporate vision and corporate performance from a process perspective. The authors are interested in understanding which characteristics for building a corporate vision are more accepted by organizational members and, in turn, create high corporate performance. The authors also explore the conditions for corporate vision acceptance. This research has positive implications for shedding some light on the mechanisms by which corporate visions improve corporate performance.

To fill the gap, this article examines the inter-governmental collaboration mechanisms behind the platform curtain.

Behind the curtain is to look at what makes things happen backstage. For collaborative e-governance platforms, scholars have assumed that technological factors and user characteristics are the determinants for platform success. Little attention has been paid to the issue of how multiple governments, acting as platform co-builders and co-operators, interact and collaborate backstage to provide integrated e-services.

Based on data from survey questionnaires sent to government employees, the results show that governments’ information processing capacities cannot directly affect collaboration; however, these capacities can impact collaboration via the mediating variable of horizontal relations. In addition, we found that higher-ranking authorities are better suited to intervene once horizontal relations have been established and that more adaptable organizations are better at forming horizontal relations with peers. For governments participating in collaborative e-governance platforms, our findings are practically applicable.

The research question reads as: How do various government departments acting as platform co-builders and co-operators judge their collaboration performance, and what collaboration mechanisms contribute to it? We study this research question by constructing a conceptual model based on the Organizational Information Processing Theory (OIPT) and the Collaborative Governance Theory (CGT), both suggesting information processing capacities, organizational flexibility, horizontal relations and vertical intervention as indispensable factors influencing collaboration performance in ICT-supported groupwork. We propose and test four hypotheses on the relationships among these four factors to reveal the inter-governmental collaboration mechanisms for cross-government platformisation projects.

This paper aims to propose a new ultrasonic detection method for stainless steel weld defects based on complex synergetic convolutional calculation to solve two problems in the ultrasonic detection of austenitic stainless steel weld defects. These include ignoring the nonlinear information of the imaginary part in the complex domain of the signal and the correlation information between the amplitude of the real part and phase of the imaginary part and subjective dependence of diagnosis model parameters.

An ultrasonic detection method for weld defects based on complex synergetic convolution calculation is proposed in this paper to address the above issues. By mapping low-density, 1D detection samples to a complex domain space with high representation richness, a multi-scale and multilevel complex synergetic convolution calculation model (CSCC) is designed to match and transform samples to mine amplitude changes, phase shifts, weak phase angle changes and amplitude-phase correlation features deeply from the detection signal. This study proposed an Elite Sine-Cosine Sobol Sampling Dung Beetle Optimization Algorithm, and the detection model CSCC achieves global adaptive matching of key hyperparameters in 19 dimensions. Finally, a regulative complex synergetic convolutional calculation model is constructed to achieve high-performance detection of weld defects.

Through experiments on a self-developed Taiyuan intelligent detection and information processing weld defect dataset, the results show that the method achieves a detection accuracy of 92% for five types of weld defects: cracks, porosity, slag inclusion and unfused and unwelded components, which represent an average improvement of 11% relative to comparable models. This method is also validated with the PhysioNet electrocardiogram public dataset, which achieves better detection performance relative to the other models.

This method provides a theoretical basis and technical reference for developing and applying intelligent, efficient and accurate ultrasonic defects detection technology.

The marine environment presents a great challenge to the anticorrosion properties of organic coatings applied on equipment. Since the compactness of coatings is critical in marine environments, a novel nepheline-epoxy resin (N-EP) composite was introduced into organic coatings to improve the interfacial compatibility between the pigments and the binder. The purpose of this study is to evaluate the effectiveness of the N-EP composite in enhancing the corrosion resistance of the coatings in marine conditions.

These composite particles were prepared via the mechanical ball milling method at thermofield-assisted, leading to chemical bonding between inorganic nepheline and epoxy resin, the agglomeration of particles was avoided by this method. Fourier transform infrared spectroscopy, transmission electron microscope, particle size distribution, sedimentation and thermogravimetric-differential thermal analysis were used to verify the feasibility of thermal field-assisted mechanochemistry for achieving a direct reaction between epoxy resin and nepheline powder, as well as to determine the optimal reaction conditions. Additionally, water absorption tests, Electrochemical impedance spectroscopy and scanning electron microscope were conducted to assess the anticorrosive properties of the modified nepheline coatings.

The results further indicated that N-EP improved the barrier performance and mechanical properties of the coating. For example, after modified, the tensile strength of coating had increased from 41.96 ± 0.05–63.14 ± 0.05 MPa. This can be attributed to the less defective N-EP/binder interface and the uniform dispersion of N-EP in the coating. The optimal preparation conditions (500 r/min of ball grinding speed and 6 h of ball grinding time) for the composites were also studied for a superior corrosion resistance of the coating.

Thermofield-assisted mechanochemistry enables direct reactions between epoxy resin and nepheline powder, enhancing the dispersion stability and interfacial compatibility of N-EP. This modification improves coating compactness, reduces porosity and enhances corrosion resistance by strengthening the labyrinth effect on water diffusion.

Political factors play a crucial role in China's initial public offering (IPO) market due to its distinctive institutional context (i.e. “economic decentralization” and “political centralization”). Given the significant level of IPO underpricing in China, we examine the impact of local political uncertainty (measured by prefecture-level city official turnover rate) on IPO underpricing.

Using 2,259 IPOs of A-share listed companies from 2001 to 2019, we employ a structural equation model (SEM) to examine the channel (voluntarily lower the issuance price vs aftermarket trading) through which political uncertainty affects IPO underpricing. We check the robustness of the results using bootstrap tests, adopting alternative proxies for political uncertainty and IPO underpricing and employing subsample analysis.

Local official turnover-induced political uncertainty increases IPO underpricing by IPO firms voluntarily reducing the issuance price rather than by affecting investor sentiment in aftermarket trading. These relations are stronger in firms with pre-IPO political connections. The effect of political uncertainty on IPO underpricing is also contingent upon the industry and the growth phase of an IPO firm, more pronounced in politically sensitive industries and firms listed on the growth enterprise market board.

Local government officials in China usually have a short tenure and Chinese firms witness significantly severe IPO underpricing. By introducing the SEM model in studying China IPO underpricing, this study identifies the channel through which local government official turnover to political uncertainty on IPO underpricing.

This study examines whether common directors are guilty of contagion of corporate frauds from the customer side and, if so, how contagion occurs. Moreover, it explores a way to mitigate it, which is the increased digital orientation of firms.

Secondary data analysis is applied in this paper. We extract supply chain relations from the China Stock Market and Account Research (CSMAR) database as well as corporate fraud data from the same database and the official website of the China Securities Regulatory Commission (CSRC). Digital orientations are estimated through text analysis. Poisson regression is conducted to examine the moderating effect of common directors and the moderated moderating effect of the firms’ digital orientations.

By analysing the 2,096 downstream relations from 2000 to 2021 in China, the study reveals that corporate frauds are contagious through supply chains, while only customers’ misconduct can contagion to upstream firms. The presence of common directors strengthens such supply chain contagion. Additionally, the digital orientation can mitigate the positive moderating effect of common directors on supply chain contagion.

This study highlights the importance of understanding supply chain contagion through corporate fraud by (1) emphasising the existence of the contagion effects of corporate frauds; (2) understanding the potential channel in the process of contagion; (3) considering how digital orientation can mitigate this contagion and (4) recognising that the effect of contagion comes only from the downstream, not from the upstream.