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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 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.

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.

This study aims to explore the risk spillover effects among different sectors of the Chinese stock market after the outbreak of COVID-19 from both Internet sentiment and price fluctuations.

The authors develop four indicators used for risk contagion analysis, including Internet investors and news sentiments constructed by the FinBERT model, together with realized and jump volatilities yielded by high-frequency data. The authors also apply the time-varying parameter vector autoregressive (TVP-VAR) model-based and the tail-based connectedness framework to investigate the interdependence of tail risk during catastrophic events.

The empirical analysis provides meaningful results related to the COVID-19 pandemic, stock market conditions and tail behavior. The results show that after the outbreak of COVID-19, the connectivity between risk spillovers in China's stock market has grown, indicating the increased instability of the connected system and enhanced connectivity in the tail. The changes in network structure during COVID-19 pandemic are not only reflected by the increased spillover connectivity but also by the closer relationships between some industries. The authors also found that major public events could significantly impact total connectedness. In addition, spillovers and network structures vary with market conditions and tend to exhibit a highly connected network structure during extreme market status.

The results confirm the connectivity between sentiments and volatilities spillovers in China's stock market, especially in the tails. The conclusion further expands the practical application and theoretical framework of behavioral finance and also lays a theoretical basis for investors to focus on the practical application of volatility prediction and risk management across stock sectors.

The purpose of this study is to examine how green innovation awareness is integrated into corporate social responsibility (CSR) practices and what regulatory role environmental ethics plays in this process. This study evaluates how green innovation shapes the environmental, social and economic responsibilities of businesses and its impact on achieving sustainable development goals.

The population of this study consists of four field operation centers of a nuclear power plant operating in the Mediterranean Region of Turkey. The sample consists of 397 employees in the field operation center using simple random sampling method.

The findings of this study revealed positive and significant relationships between the variables. According to the results obtained from both models, green innovation awareness and environmental ethics variables have a positive and significant effect on CSR, but environmental ethics does not have a moderating role in the effect of green innovation awareness on CSR.

This study is important in that it will help to clarify the gray areas in the literature by developing recommendations for practitioners, researchers and professionals in line with the research results. In addition, the fact that the research was conducted in the field studies of a nuclear power plant, which is one of the best places to address the issues of green innovation, CSR and environmental ethics, increases its importance.

The purpose of this paper is to empirically analyze the impact of directors’ and officers’ (D&O) liability insurance on enterprise strategic change. It also explores the mediating role of litigation risk, the moderating roles of enterprise science and technology level and precipitation organizational slack between them. In addition, it examines the joint moderating roles of the top management team (TMT) external social network and enterprise science and technology level, and enterprise scale and precipitation organizational slack.

Using the unbalanced panel data of A-share listed companies in the Shanghai and Shenzhen stock exchanges of China from 2002 to 2020 as the research sample, this paper uses the ordinary least square method and fixed-effect model to study the relationship between D&O liability insurance and enterprise strategic change. The study also focuses on the mediating mechanism and moderating mechanisms between them.

The authors find that D&O liability insurance has an “incentive effect,” which can significantly promote enterprise strategic change. Litigation risk plays a partial mediating role between D&O liability insurance and enterprise strategic change. Enterprise science and technology level and precipitation organizational slack negatively moderate the relationship between D&O liability insurance and enterprise strategic change. TMT external social network and enterprise science and technology level, and enterprise-scale and precipitation organizational slack have joint moderating effects on the relationship between D&O liability insurance and enterprise strategic change.

This paper confirms the “incentive effect hypothesis” of the impact of D&O liability insurance on enterprise strategic change, which not only broadens the research perspective of enterprise strategic management but also further expands the research scope of D&O liability insurance. Besides, this paper thoroughly explores the influencing mechanisms between D&O liability insurance and enterprise strategic change, providing incremental contributions to the research literature in the field of enterprise risk management and corporate governance. The findings have practical guiding significance for expanding the coverage of D&O liability insurance, promoting the implementation of strategic changes and improving the level of corporate governance of Chinese enterprises.

This study aims to extend the application of the lattice Boltzmann method (LBM) to solve solid-to-liquid phase transition problems involving low Prandtl number (Pr) materials. It provides insight about the flow instability in a cavity undergoing melting. This work further report interface development and thermal transport against the Boussinesq number.

This study modifies the lattice Bhatnagar–Gross–Krook model by including correction components in the energy and density distribution functions. To prevent numerical instability, a tuning parameter in the flow domain is set in the range of 0.15–0.7 for the range of Rayleigh number and Prandtl number. To the best of the authors’ knowledge, the modified LBM is being used for the first time to examine the low Pr domain melting behavior of liquid metals.

The interaction with complicated flow structure with natural convection, studied in a square enclosure, has a significant impact on the melting of metals in the low Pr range. Results show that the melting rate and the length of the interface between two phases are significantly influenced by the Boussinesq number (Bo), the product of Pr and Rayleigh number (Ra). For changing Ra, the maximum interface length is almost constant in the in the Boussinesq number range up to 100 and beyond this range the interface length increases with Bo.

The effects of Pr on melting rate, Ra and Pr together on the length of the solid–liquid interface and the thermofluidic behavior in the melt zone are explained. This work also includes mapping the maximum melt interface size with Bo.