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.
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Siyuan Lyu, Shijing Niu, Jing Yuan and Zehui Zhan
Preservice teacher (PST) professional development programs are crucial for cultivating high-quality STEAM teachers of the future, significantly impacting the quality of regional…
Abstract
Purpose
Preservice teacher (PST) professional development programs are crucial for cultivating high-quality STEAM teachers of the future, significantly impacting the quality of regional STEAM education. The Guangdong-Hong Kong-Macao Greater Bay Area, as a region of cross-border cooperation, integrates the resources and advantages of Guangdong, Hong Kong, and Macao, possessing rich cultural heritage and innovative capabilities. Transdisciplinary Education for Cultural Inheritance (C-STEAM) is an effective approach to promoting educational collaboration within the Greater Bay Area, facilitating the integration of both technological and humanities education. This study aims to develop a Technology-Enabled University-School-Enterprise (T-USE) collaborative education model and implement it in the Greater Bay Area, to explore its role as a support mechanism in professional development and its impact on C-STEAM PSTs' professional capital.
Design/methodology/approach
Adopting a qualitative methodology, the study interviewed PSTs who participated in a C-STEAM teacher education course under the T-USE model. Thematic coding is used to analyze their knowledge acquisition, interaction benefits with community members, and autonomous thinking and decision-making in theoretical learning and teaching practice.
Findings
The findings show that the T-USE model significantly enhanced the PSTs' human capital, including teaching beliefs, knowledge, and skills. In terms of social capital, PSTs benefited from collaboration with PST groups, university teaching teams, in-service teachers, and enterprises, though challenges such as varying levels of expertise among in-service teachers and occasional technical instability emerged. For decisional capital, the T-USE model provided opportunities for autonomous thinking and promoted teaching judgment skills through real teaching challenges and scenarios. Reflective practice activities also supported PSTs' professional growth.
Originality/value
This study reveals the effectiveness and internal mechanism of the T-USE model in C-STEAM PST training, offering significant theoretical and practical references for future PST education.
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Yuan Huang, Zilong Song and Lewis H.K. Tam
The authors examine the joint effect of the country-wide legal institutions and product market competition on stock crash risk in a large sample of international firms.
Abstract
Purpose
The authors examine the joint effect of the country-wide legal institutions and product market competition on stock crash risk in a large sample of international firms.
Design/methodology/approach
In the study, the authors examine whether the country-level institutional factors affect product market competition's impact on stock crash risk. Specifically, the authors characterize country-wide institutional quality with individual governance indices developed in earlier studies and also adopt the worldwide board reforms as a proxy for the change in firms' governance environment.
Findings
The authors find that strong institutions mitigate the positive relationship between product market competition and stock crash risk in the international setting. In addition, the authors find that institutional quality moderates the effect of product market competition on stock crash risk via the information channel, i.e. although firms in competitive industries manage and report earnings more aggressively, strong institutions or board reforms, curtail managers' incentive to do so.
Originality/value
The authors’ findings lend support to the dark side of product market competition with a broader sample from 35 countries. In light of this, when earlier studies consider firms from competitive (concentrated) industries as having less (more) severe agency problems, future studies should consider the agency costs associated with product market competition for both the US firms and non-US firms. Furthermore, when it is debatable that regulators are self-interested, captured, uninformed and thus the regulations and institutions may not be fully effective as a result, this study demonstrates the effectiveness of institutions in ex ante mitigating agency conflicts associated with product market competition.
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Rumen Pozharliev, Dario Rossi and Matteo De Angelis
This paper aims to examine a two-way interaction between social influencers’ number of followers (micro vs meso) and argument quality (weak vs strong) on consumers’ self-reported…
Abstract
Purpose
This paper aims to examine a two-way interaction between social influencers’ number of followers (micro vs meso) and argument quality (weak vs strong) on consumers’ self-reported and brain responses to advertising posts on Instagram. Further, drawing upon source credibility theory and contemporary theories of persuasion, the Instagram users’ perceptions of the influencer’s credibility are predicted to mediate the hypothesized effects.
Design/methodology/approach
Through an online (N = 192) and a lab study (N = 112), the authors examined Instagram users’ responses to an advertising post from Instagram influencers in terms of perceived source credibility and electronic word-of-mouth intention, using validated multi-item scales from existing literatures and electroencephalogram (EEG) measures. The hypotheses were tested with a 2 (type of influencer: micro vs meso) × 2 (argument quality: weak vs strong) between-subject design using mediated moderated linear regression analysis.
Findings
The results highlight that meso-influencers are perceived as a credible source of information only when their product-related post provides strong argument quality. Moreover, this process involves an increase in users’ cognitive work (measured with EEG), with possible implications on marketing communication strategies and online message design.
Research limitations/implications
The limitations of the work can serve as ideas for future research. First, this study did not account for the influencer’s relevance and resonance. Second, the authors studied consumer responses to online communication produced by Instagram influencers within a single product category. Another important product type distinction that requires further attention is between hedonic and utilitarian products. Finally, the two studies only used positive review content. Further research should study how consumers evaluate the source credibility of a micro- vs meso-influencer when they are exposed to negative reviews containing weak vs strong arguments.
Practical implications
The results suggest that marketers should carefully consider Instagram influencers based on the trade-offs between credibility and reach. Specifically, micro-influencers are perceived as more credible sources of information than meso-influencers, which means that they have greater potential to affect Instagram users’ behavior. Moreover, the results suggest that meso-influencers should leverage argument quality to enhance their credibility and draw greater positive outcomes for the products and brands they endorse.
Originality/value
To the best of the authors’ knowledge, this study is the first to investigate how the interaction between the type of social media influencer and the argument quality affects consumers’ self-reported and brain responses to advertising posts on Instagram. Moreover, using neuroscience, this study aims to shed light on the neurophysiological processes that drive consumer responses to product-related communication posted by different influencer types.
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Eduardo Parra-Lopez, José Alberto Martínez-González and Angel Chinea-Martin
The purpose of this paper is to determine the drivers of the formation of e-loyalty in a tourist destination, providing a model composed of variables that are under the control of…
Abstract
Purpose
The purpose of this paper is to determine the drivers of the formation of e-loyalty in a tourist destination, providing a model composed of variables that are under the control of the firm along with others that are not fully controllable by professionals.
Design/methodology/approach
The study was carried out with a sample of 497 subjects, university students and online consumers, and with the use of structural equations (partial least squares).
Findings
Results show that young people give a high valuation to all the variables used in the research. These results contribute to the literature on e-loyalty in tourism destinations and improve tourism loyalty in this population segment.
Research limitations/implications
The main limitation of this research has been related to the number of variables and measurement indicators that, according to the literature review, influence e-loyalty. Finally, a balanced and statistically significant model has been developed that has practical utility and analyzes online purchase of tourism products from a process perspective that includes variables that are internal and external to the firm.
Practical implications
The study suggests that young people have a favourable attitude and predisposition towards e-commerce, which, in turn, favours firms’ efforts to promote consumption and loyalty within the framework of the model’s variables.
Originality/value
This research paper has important value by analysing the initiating variables to determine how e-loyalty can be managed in tourist destinations, in addition to analysing an important segment for future tourism development.
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Tianyu Pan, Hengxuan Oscar Chi and Rachel J.C. Fu
This study aims to extend the cognitive appraisal theory by developing and validating a conceptual framework to illustrate how travelers' behavioral intention is generated via a…
Abstract
Purpose
This study aims to extend the cognitive appraisal theory by developing and validating a conceptual framework to illustrate how travelers' behavioral intention is generated via a multi-stage evaluation of health-related variables.
Design/methodology/approach
SEM and moderator analysis were conducted to examine the theoretical framework (post-intervention event travel intention) and to investigate how the appraisal process differs across travelers with various attitudes toward vaccination.
Findings
This study found that cruise travel intention was positively influenced by the perceived hedonic value and perceived trustworthiness and negatively influenced by perceived infection risk. Furthermore, whereas perceived hedonic value, perceived trustworthiness and perceived risk of infection were all predicted by crisis management, the dimensions of crisis management operated differently. In addition, vaccination attitudes amplified the unfavorable effect of perceived risk on intention.
Originality/value
Drawing on the CAT, this study developed and validated a conceptual framework to integrate crisis management with customers' behavioral intentions. This study extends existing cruise travel intention theory by demonstrating how post-pandemic travelers' behavioral intention is generated via a multi-stage appraisal-reappraisal process based on the evaluations of infection risks and cruise line crisis management.
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Zhenlong Peng, Aowei Han, Chenlin Wang, Hongru Jin and Xiangyu Zhang
Unconventional machining processes, particularly ultrasonic vibration cutting (UVC), can overcome such technical bottlenecks. However, the precise mechanism through which UVC…
Abstract
Purpose
Unconventional machining processes, particularly ultrasonic vibration cutting (UVC), can overcome such technical bottlenecks. However, the precise mechanism through which UVC affects the in-service functional performance of advanced aerospace materials remains obscure. This limits their industrial application and requires a deeper understanding.
Design/methodology/approach
The surface integrity and in-service functional performance of advanced aerospace materials are important guarantees for safety and stability in the aerospace industry. For advanced aerospace materials, which are difficult-to-machine, conventional machining processes cannot meet the requirements of high in-service functional performance owing to rapid tool wear, low processing efficiency and high cutting forces and temperatures in the cutting area during machining.
Findings
To address this literature gap, this study is focused on the quantitative evaluation of the in-service functional performance (fatigue performance, wear resistance and corrosion resistance) of advanced aerospace materials. First, the characteristics and usage background of advanced aerospace materials are elaborated in detail. Second, the improved effect of UVC on in-service functional performance is summarized. We have also explored the unique advantages of UVC during the processing of advanced aerospace materials. Finally, in response to some of the limitations of UVC, future development directions are proposed, including improvements in ultrasound systems, upgrades in ultrasound processing objects and theoretical breakthroughs in in-service functional performance.
Originality/value
This study provides insights into the optimization of machining processes to improve the in-service functional performance of advanced aviation materials, particularly the use of UVC and its unique process advantages.
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Elisa Medina, Federico Caniato and Antonella Maria Moretto
Since 2008’s financial crisis, attention toward supply chain finance (SCF) has increased. However, most research investigates SCF considering single supply chain (SC) stages or…
Abstract
Purpose
Since 2008’s financial crisis, attention toward supply chain finance (SCF) has increased. However, most research investigates SCF considering single supply chain (SC) stages or buyer–supplier dyads and focuses on a single SCF solution. It is important to see how different solutions are adopted at different SC stages, by actors with different financing needs. This study aims to analyze SCF at different SC stages, to understand why different solutions are implemented at different SC stages and the contingency factors (regulation, SC stage, product category and size) influencing their adoption.
Design/methodology/approach
The paper is based on multiple exploratory case studies in the Italian agri-food industry, considering firms distributed at different SC stages and adopting multiple SCF solutions. The paper exploits a contingent approach (Sousa and Voss, 2008) to analyze how contingent factors influence SCF adoption at different SC stages.
Findings
Findings explain how and why different SC stages (producer, cooperative, processor and retailer) implement different SCF solutions (reverse factoring, dynamic discounting, inventory finance and Minibond), describing contingency variables’ impact on their adoption.
Originality/value
To the best of the authors’ knowledge, the research is original in its description of SCF at different SC stages, considering different SC actors’ drivers and barriers, and questioning the importance of a coordinated approach in SCF adoption along an entire SC. Moreover, the paper adopts a contingent approach, contributing to SCF research, seldomly based on theoretical lenses.
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Luca Mattia Gelsomino, Kim Olde Riekerink, Elisa Medina and Thomas Bortolotti
This study aims to investigate the interaction effect between offering supply chain finance (SCF) programmes and sustainability ratings on the liquidity performance of buyers and…
Abstract
Purpose
This study aims to investigate the interaction effect between offering supply chain finance (SCF) programmes and sustainability ratings on the liquidity performance of buyers and suppliers.
Design/methodology/approach
The study uses a unique sample of buyers that each have an SCF programme. The sample is complemented with financial information and sustainability scores. The data is analysed through a random effects model.
Findings
Aligning with recent advances in SCF literature, the results confirm a tendency for SCF programmes to favour buyers over suppliers. However, the relationship between SCF programme adoption and liquidity performance for buyers and suppliers is positively moderated by the strong sustainability performance of both parties.
Practical implications
Buyers and suppliers are advised to implement and adopt effective SCF programmes that are beneficial for both parties. For buyers, the authors suggest leveraging on SCF programmes as incentives to foster sustainable behaviour among suppliers. For suppliers, the authors recommend caution before joining programmes offered by buyers that do not perform well on sustainability.
Social implications
Enhancing sustainability within global supply chains and fostering favourable payment practices towards suppliers are crucial for policy development and regulation. The findings clarify the connection between both components, offering valuable insights for policymakers in this domain.
Originality/value
The study is built on a manually picked, unique database of buyers offering SCF programmes to their suppliers. This allows, across a large sample, an evaluation of the differences between buyers that offer SCF programmes and those that do not.
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Xiaoni Wang, Zhiwen Pan, Zhouxia Li, Wen Ji and Feng Yang
This paper aims to optimize and evaluating the performance of the crowd networks through analyzing their information sharing patterns. That is, in a crowd network, the qualities…
Abstract
Purpose
This paper aims to optimize and evaluating the performance of the crowd networks through analyzing their information sharing patterns. That is, in a crowd network, the qualities of accomplishing tasks are highly dependent on the effective information sharing among intelligent subjects within the networks. Hence, proposing an adaptive information-sharing approach can help improve the performance of crowd networks on accomplishing tasks that are assigned to them.
Design/methodology/approach
This paper first introduces the factors that affect effectiveness of information-sharing pattern: the network topology, the resources owned by intelligent subjects and the degree of information demand. By analyzing the correlation between these factors and the performance of crowd networks, an Adaptive Information Sharing Approach for Crowd Networks (AISCN approach) is proposed. By referring to information needed for accomplishing the historical tasks that are assigned to a crowd network, the AISCN approach can explore the optimized information-sharing pattern based on the predefined composite objective function. The authors implement their approach on two crowd networks including bee colony and supply chain, to prove the effectiveness of the approach.
Findings
The shared information among intelligent subjects affects the efficiency of task completion in the crowd network. The factors that can be used to describe the effectiveness of information-sharing patterns include the network topology, the resources owned by intelligent subjects and the degree of information demand. The AISCN approach used heuristic algorithm to solve a composite objective function which takes all these factors into consideration, so that the optimized information-sharing pattern can be obtained.
Originality/value
This paper introduces a set of factors that can be used to describe the correlation between information-sharing pattern and performance of crowd network. By quantifying such correlation based on these factors, this paper proposes an adaptive information-sharing approach which can explore the optimized information-sharing pattern for a variety of crowd networks. As the approach is a data-driven approach that explores the information-sharing pattern based on the network’s performance on historical tasks and network’s characteristics, it is adaptive to the dynamic change (change of incoming tasks, change of network characteristics) of the target crowd network. To ensure the commonality of the information-sharing approach, the proposed approach is not designed for a specific optimization algorithm. In this way, during the implementation of the proposed approach, heuristic algorithms can be chosen according to the complexity of the target crowd network.