This research addressed online customer-to-customer (C2C) incivility during digital service recovery.
Abstract
Purpose
This research addressed online customer-to-customer (C2C) incivility during digital service recovery.
Design/methodology/approach
To examine the effectiveness of managerial responses to online C2C incivility post a restaurant service failure, a 2 (Managerial response: general vs specific) x 2 (Failure severity: high vs low) quasi-experimental design was employed. A pretest was conducted with 123 restaurant consumers via Amazon Mechanical Turk, followed by a main study with 174 restaurant consumers. Taking a mixed-method approach, this research first asked open-ended questions to explore how participants perceived the restaurant’s motivation for providing a generic versus a specific response. Hayes’ (2013) PROCESS procedure was then performed for hypotheses testing.
Findings
The results revealed significant interaction effects of managerial responses and failure severity on perceived online service climate and revisit intention, mediated by trust with managerial responses.
Originality/value
This research yielded unique insight into C2C incivility management literature and industry practices in the context of digital customer service recovery.
Details
Keywords
Sara Bibi Mitha and Mousin Omarsaib
This paper explores emerging technologies in higher education libraries indexed in the Web of Science core collection and Scopus for the periods between 1994 and 2024 (January 18…
Abstract
Purpose
This paper explores emerging technologies in higher education libraries indexed in the Web of Science core collection and Scopus for the periods between 1994 and 2024 (January 18, 2024).
Design/methodology/approach
Data from Web of Science (WoS) and Scopus databases were collected and combined using RStudio software. Once this was completed using RStudio, the combined Scopus and Web of Science Excel file was uploaded into Biblioshiny, an interactive web interface. The data was then categorized to illustrate contributions from authors, journals, countries and academic institutions across the globe.
Findings
Results and findings related to publication growth trends, annual growth, core journals, impact and productivity of authors, most cited documents, collaborations, network mapping and country contributions on emerging technologies and higher education libraries are presented.
Research limitations/implications
This topic requires further exploration as academic librarians are fast becoming integrated into the teaching and learning agenda of institutions globally.
Practical implications
Higher education libraries and library schools to promote the teaching identity of academic librarians by helping them improve their pedagogical and digital skills for online teaching.
Social implications
Library and information science schools need to fast track the integration of emerging technologies into the curriculum. Higher education libraries should consider the training of staff in order to keep abreast of emerging technologies. Library management must frame their policies and strategies in order to promote the use of emerging technologies in higher education libraries.
Originality/value
The current study is novel in that it explores emerging technologies and higher education libraries using combined data from Scopus and Web of Science. The topic of emerging technologies and higher education libraries is still developing and therefore is in its infancy. The research is useful for researchers, library management and library schools in the higher education sector globally.
Details
Keywords
Talshyn Tokyzhanova and Susanne Durst
The purpose of this systematic literature review (SLR) is to examine the theoretical landscape of knowledge hiding (KH) research, identifies prevailing theories, the different…
Abstract
Purpose
The purpose of this systematic literature review (SLR) is to examine the theoretical landscape of knowledge hiding (KH) research, identifies prevailing theories, the different ways KH is understood within these theories and the underlying assumptions that shape these views. Based on this, ideas for further research are derived to advance the theoretical basis of KH studies.
Design/methodology/approach
Using a theory-based SLR, the authors analysed 170 scientific papers from Scopus and Web of Science. This involved thematic analysis to categorise theories frequently applied in KH research and a detailed examination to link core assumptions to these theoretical perspectives.
Findings
The analysis revealed a reliance on 86 distinct theories, with a notable emphasis on social exchange theory and conservation of resources theory. KH is predominantly conceptualised as a negative, objective, reactive and relational behaviour rooted in social reciprocity and resource conservation. The review uncovers the multifaceted nature of KH, challenging the field to incorporate broader theoretical views that encompass positive aspects, subjective experiences, strategic intentions and non-relational determinants of KH.
Originality/value
To the best of the authors’ knowledge, this is the first study to systematically map and analyse the theoretical underpinnings of KH research. It offers a unique contribution by categorising the diverse theories applied in KH studies and explicitly linking these theories to their inherent assumptions about KH. This approach provides a comprehensive overview that not only identifies gaps in the current research landscape but also proposes alternative theoretical perspectives for exploring KH, thereby setting a new direction for future studies in this field.
Details
Keywords
The production of the ‘good life’ or the ‘less bad-life’ (Berlant, 2007, 2011), especially among generations of the Marcos dictatorship and the Epifanio de los Santos Avenue…
Abstract
The production of the ‘good life’ or the ‘less bad-life’ (Berlant, 2007, 2011), especially among generations of the Marcos dictatorship and the Epifanio de los Santos Avenue revolutions (henceforth, EDSA revolutions) in the Philippines, is animated by the ‘mobility imperative’ (Farrugia, 2016). The mobility imperative includes processes that encourage or demand mobility (Farrugia, 2016) for individuals and institutions. It figures in various ‘systems of practice’ (Levitt, 1998, 2001) among families in migrant-sending communities, government and corporations that magnify how migration is the ticket to better life (McKay, 2012) or its glorification as a heroic act (de los Reyes, 2013, 2014). Among the generations of the Martial Law and the EDSA revolutions, therefore, the ‘good life’ is hinged upon departure as professionals (e.g. nurses and engineers), workers in elementary occupations (e.g. construction and domestic workers) or mail-order brides or pen pals. Put simply, the good life in these generations is a function of remittances.
This chapter examines how the contemporary generation of young people construct the ‘good life’ in differential and new terms (de los Reyes, 2023; McKay & Brady, 2005) from previous generations. Using interviews and vision boards of left-behind children (15–18 years old), it argues that left-behind children critically appraise the ‘mobility imperative’. The chapter shows that there is a growing imagination of alternatives to the migration-induced good life among left-behind children, and therefore, they gradually refuse the ‘mobility imperative’. For them, the aspired good life consists of potentially being employees or entrepreneurs in their own villages and living a life with their own families (de los Reyes, 2019, 2020).
Details
Keywords
Dong Yang, Xiaolin Sun and Yurou Li
The managerial questions of this paper are as follows: What are the equilibrium conditions of transfer price, quantity and profits when considering dynamic subsidies from the…
Abstract
Purpose
The managerial questions of this paper are as follows: What are the equilibrium conditions of transfer price, quantity and profits when considering dynamic subsidies from the government? Which collection channel is better for a manufacturer, direct collection by itself or through an online platform?
Design/methodology/approach
This research investigates the three collection models: the manufacturer-driven model, the online platform-driven model and the competitive model. Based on the differential game, this research explores the transfer price, collection cost, subsidy and manufacturer and online platform profit in different models when considering the dynamic subsidy.
Findings
The results show that the collection strategy for the manufacturer depends on its collection cost. If the collection cost is lower, then the manufacturer may prefer to collect by itself. When the collection cost meets a certain range, the manufacturer may collect the used product through an online platform. The online platform-driven model is the most efficient because both the manufacturer and the online platform can make a higher profit.
Originality/value
This research bridges the gap between waste electrical and electronic equipment collection and government subsidies by demonstrating the dynamic condition of subsidies. It offers an approach to address the influence of dynamic subsidy, which can provide practical insights for the government implementing the subsidy policy.
Details
Keywords
Facing the diverse needs of large-scale customers, based on available railway service resources and service capabilities, this paper aims to research the design method of railway…
Abstract
Purpose
Facing the diverse needs of large-scale customers, based on available railway service resources and service capabilities, this paper aims to research the design method of railway freight service portfolio, select optimal service solutions and provide customers with comprehensive and customized freight services.
Design/methodology/approach
Based on the characteristics of railway freight services throughout the entire process, the service system is decomposed into independent units of service functions, and a railway freight service combination model is constructed with the goal of minimizing response time, service cost and service time. A model solving algorithm based on adaptive genetic algorithm is proposed.
Findings
Using the computational model, an empirical analysis was conducted on the entire process freight service plan for starch sold from Xi'an to Chengdu as an example. The results showed that the proposed optimization model and algorithm can effectively guide the design of freight plans and provide technical support for real-time response to customers' diversified entire process freight service needs.
Originality/value
With the continuous optimization and upgrading of railway freight source structure, customer demands are becoming increasingly diverse and personalized. Studying and designing a reasonable railway freight service plan throughout the entire process is of great significance for timely response to customer needs, improving service efficiency and reducing design costs.
Details
Keywords
The purpose of this study is to examine the direct impact of social intelligence and collective self- efficacy on two components of service providers’ performance: extra-role…
Abstract
Purpose
The purpose of this study is to examine the direct impact of social intelligence and collective self- efficacy on two components of service providers’ performance: extra-role performance and intra-role one. The study also investigates the indirect effect of social intelligence on service providers’ performance and its components via the mediating role of collective self-efficacy.
Design/methodology/approach
This study was undertaken to develop a conceptual framework that integrates social intelligence, collective self-efficacy and service provider’s performance constructs in one framework. Data was collected from 220 physicians in the Egyptian governmental hospitals. Confirmatory factor analysis explored the latent structure of the research constructs. The current study used structural equation modelling to test the research model hypotheses.
Findings
The study finds that social intelligence was positively associated with service providers’ performance. The results also support the significant effect of social intelligence on the two main dimensions of service provider’s performance: extra-role (contextual) performance and intra-role (task) performance. Moreover, the results indicate that social intelligence competences provide a basis for collective self-efficacy and service providers’ performance for physicians in the Egyptian governmental hospitals.
Research limitations/implications
This study collected data based on a cross-sectional design, so further studies could test the theoretical model by using longitudinal studies’ data, which give the study results more accuracy of results and support generalizing the results. This study considers the synergistic effects between social intelligence and collective self-efficacy on service providers’ performance and sheds new light on bringing new drivers for developing extra- and intra-role dimensions of service provider performance in service literature.
Originality/value
This study is one of the first studies that integrate social intelligence and collective self-efficacy with service providers’ performance and its dimensions in one framework. This study contributes to knowledge by integrating the social exchange theory with the cognitive theory in one study.
Details
Keywords
Muhammad Haroon Shoukat, Kareem M. Selem, Mukaram Ali Khan and Ali Elsayed Shehata
This paper investigates the focal role of close co-worker friendship in reducing incivility. Furthermore, this paper examines negative workplace gossip as a mediator and gender…
Abstract
Purpose
This paper investigates the focal role of close co-worker friendship in reducing incivility. Furthermore, this paper examines negative workplace gossip as a mediator and gender and promotion focus as moderators.
Design/methodology/approach
Using a time-lagged approach, 553 full-service restaurant front-line co-workers in Greater Cairo responded. Further, the data were analyzed using SmartPLS v.4.
Findings
Promotion focus weakened close co-workers’ friendships, causing them to speak negatively about each other with other co-workers. Multi-group analysis showed that males were more likely to spread negative gossip about their close co-workers and thus were subjected to incivility-related behaviors by their co-workers.
Originality/value
This paper is an early attempt to explore the focal role of promotion focus in the full-service restaurant context. This paper adds to affective events theory (AET) with a limited understanding of explaining and predicting co-worker incivility.
研究目的
本文擬探討同僚間緊密的友好關係在減少不文明行為方面所扮演的重要角色。此外、本文擬把職場的流言蜚語看作是調解員而對其加以探索; 本文亦把性別和對晉升的關注看作是仲裁人而進行探究。
研究設計/方法/理念
研究人員使用時間差距法進行研究和探討。數據來自553名於大開羅提供整套服務的餐館內工作的一線員工所給予的回應。研究人員以SmartPLS 結構方程建模軟體第四版 (SmartPLS v.4) 對數據進行分析。
研究結果
研究人員發現,僱員對晉升的關注削弱了同僚間緊密的友好關係,並驅使他們在其他同事中對同僚作負面的評價。另外,多組分析顯示了男性員工更有可能散播關於其要好同僚的閒言閒語,因此,他們會遭受同僚不文明的待遇。
研究的原創性
本研究是早期的嘗試,去探索在提供整套服務餐館的背景下,僱員對晉升的關注所扮演的重要角色。另外,本研究的結果將會添加至情感事件理論 - 該理論就解釋和預測同僚不文明行為所提供的闡釋似有點不足。
Details
Keywords
With the Chinese marine economy developing rapidly, the environmental problem has been occurring frequently, which needs green finance that supports energy conservation…
Abstract
Purpose
With the Chinese marine economy developing rapidly, the environmental problem has been occurring frequently, which needs green finance that supports energy conservation, environmental protection, and sustainable development to solve.
Design/methodology/approach
In this paper, the entropy method is used to measure the development level of green finance, the DEA-ML index is used to measure the green total factor productivity which is used to indicate the high-quality development level of the marine economy in 11 coastal provinces (cities), then the grey correlation degree between them whose result shows that there is a certain correlation between the two variables is calculated. The fixed-effect model was used to analyze the relationship between them.
Findings
The results show that the development level of green finance can promote the high-quality development of the marine economy, but there are still some problems in the process of green finance supporting the marine economy.
Originality/value
This paper seeks new growth drivers, green finance, for the high-quality development of the marine economy, which few scholars have studied.
Details
Keywords
Lynnard Mondigo and Demelo Madrazo Lao
The purpose of this paper is to develop a web-based interactive learning object (ILO) of introductory Computer Science (CS) concept on recursion and compare two feedback methods…
Abstract
Purpose
The purpose of this paper is to develop a web-based interactive learning object (ILO) of introductory Computer Science (CS) concept on recursion and compare two feedback methods in the learning assessment part.
Design/methodology/approach
Test driven development (TDD) approach was used to develop ILO. The authors adapted Multimedia Educational Resource for Learning and Online Teaching (MERLOT) standard instrument to evaluate ILO’s effectiveness as an e-learning tool. Three respondents, from a list of pre-identified prospective evaluators, were randomly chosen and served as raters for MERLOT, while 32 student-respondents coming from first-year Math and CS undergraduate majors were randomly assigned to each ILO version implementing either one of the two feedback methods.
Findings
ILO obtained mean ratings above 4 (in scale 1-5) in three MERLOT criteria, namely, potential effectiveness as teaching tool, ease of use, and quality of content, which is rated highest (mean=4.40, SD=0.53). The study also revealed that immediate feedback increases retention while delayed feedback improves generating new knowledge. Respondents who viewed the ILO implementing immediate feedback in their first session had statistically significantly higher scores (mean=8.25, SD=0.80) than those who viewed with delayed feedback (mean=7.63, SD=0.89). In their second session, the same observation was noted although with higher mean scores. These results give evidence that the developed ILO met standards in e-learning material and showed evidence of its effectiveness with preferably implementing immediate feedback.
Research limitations/implications
Although the developed ILO can now be used in school as supplementary learning material in teaching the concept of recursion in an introductory CS subject, a pilot testing of the web-based ILO using a larger sample of respondents to validate its effectiveness for online distance learning educational material can be pursued. Furthermore, in designing and creating an ILO, the provision of feedback during the assessment stage is necessary for effecting learning.
Originality/value
The study was a first to develop ILO for CS topic on recursion. The paper also compared which of two known feedback methods is best to implement in an ILO.