Search results

1 – 10 of over 20000
Per page
102050
Citations:
Loading...
Access Restricted. View access options
Article
Publication date: 20 May 2021

Pei-Chi Chen and Nai-Wen Chi

Based on the service-profit chain perspective, this study investigates whether service-oriented human resource practices can enhance customer outcomes through motivational…

1313

Abstract

Purpose

Based on the service-profit chain perspective, this study investigates whether service-oriented human resource practices can enhance customer outcomes through motivational mechanisms (i.e. intrinsic/extrinsic satisfaction) as well as emotional mechanisms (i.e. emotional labor strategies).

Design/methodology/approach

This study collected paired data from 220 service workers and their customers at different time points from 80 service firms. Multilevel path-analysis was conducted to test the proposed hypotheses.

Findings

Our results indicate that firm-level extensive training is positively related to service workers' intrinsic job satisfaction, which in turn increases deep acting. In addition, firm-level incentive compensation is positively associated with service workers' extrinsic job satisfaction, which in turn reduces surface acting. Finally, service employee's deep acting enhances customer loyalty and willingness to recommend via customer satisfaction.

Practical implications

The service organization should (1) stress the importance of incentive compensation to decrease surface acting via enhancing extrinsic job satisfaction and (2) provide extensive service training to improve service employees' intrinsic satisfaction and deep acting, leading to favorable customer outcomes.

Originality/value

The present study identifies the critical roles of motivational and emotional mechanisms in transferring service-oriented human resource practices to customer outcomes and employing rigorous research design to enhance the internal/external validity of our findings.

Access Restricted. View access options
Article
Publication date: 29 December 2023

Yini Chen and Ting Chi

This research investigates apparel consumers' psychological and behavioral responses to omnichannel (OC) integration. Specifically, the study applies the…

517

Abstract

Purpose

This research investigates apparel consumers' psychological and behavioral responses to omnichannel (OC) integration. Specifically, the study applies the cognitive–affective–conative (CAC) model to reveal consumers' decision-making process under the impact of channel integration quality (CIQ), perceived fluency (PF) and cognitive and affective trust (AT).

Design/methodology/approach

Primary data were collected through an online survey. In total, 657 eligible responses were received. This study applied partial least square structural equation modeling for data analysis.

Findings

The findings demonstrate that the extrinsic cognitive factor, CIQ, substantially affects consumers' intrinsic cognition (cognitive trust [CT] and PF), which consequently fosters consumers' AT and shopping intentions. Specifically, integrated promotion and transaction information positively affects CT, while integrated product and price and information access negatively impact CT. All the dimensions of CIQ, except integrated promotion (IP), significantly affect PF. CT and AT exhibit mediation effects in the CAC model.

Practical implications

Apparel brands and retailers may apply the findings to effectively design their retail channels and implement channel integration to boost consumers' shopping intentions and trust.

Originality/value

This study is one of the pioneering studies applying the CAC model to empirically examine OC consumers' decision-making process. It is also among the first to determine that cognitive and AT have theoretical distinctions in the OC retailing setting.

Details

Marketing Intelligence & Planning, vol. 42 no. 2
Type: Research Article
ISSN: 0263-4503

Keywords

Access Restricted. View access options
Article
Publication date: 8 July 2014

Dogan Gursoy, Joseph S. Chen and Christina G. Chi

The purpose of this paper is to identify the most critical antecedents of destination loyalty formation (DLF) and to develop a series of propositions for the relationships among…

3824

Abstract

Purpose

The purpose of this paper is to identify the most critical antecedents of destination loyalty formation (DLF) and to develop a series of propositions for the relationships among the antecedents of loyalty formation and their direct and indirect impacts on loyalty formation.

Design/methodology/approach

This conceptual paper provides a comprehensive review of the previous studies that examined destination loyalty and posits a framework of tourist DLF titled Destination Loyalty Formation.

Findings

In the proposed conceptual model, the sequential relationships among the antecedents of tourist destination loyalty postulate that previous experiences are the most influential driver that could manipulate tourist destination loyalty. Place attachment and involvement constitute the second most influential factors of DLF. In addition to the above two variables, destination image is proposed to have direct and indirect effects on perception of service quality and satisfaction. Meanwhile, service quality and tourist satisfaction are proposed to have the largest magnitude of direct impacts on destination loyalty.

Originality/value

Previous studies examined most of the antecedents of destination loyalty separately. There is yet an effort to simultaneously consider antecedents of destination loyalty to examine how each antecedent relates to DLF. This conceptual paper attempts to address this issue by proposing a conceptual model that simultaneously considers antecedents of destination loyalty and examines how each antecedent relates to DLF.

Details

International Journal of Contemporary Hospitality Management, vol. 26 no. 5
Type: Research Article
ISSN: 0959-6119

Keywords

Access Restricted. View access options
Article
Publication date: 27 February 2024

Pei-Chi Chen

This study aims to use emotions-as-social information theory to investigate how physical (customer perceived store atmosphere) and social servicescapes (customer information…

403

Abstract

Purpose

This study aims to use emotions-as-social information theory to investigate how physical (customer perceived store atmosphere) and social servicescapes (customer information searching) influence the effects of employees’ positive affective displays on customer outcomes via customer positive moods and positive expectation disconfirmation.

Design/methodology/approach

This research included two studies, each using a distinct research design, to empirically test the proposed model. Study 1 involved 200 observational data points on objective purchase amounts from designer watch shops. In Study 2, data were collected from 230 customers in designer jewelry stores.

Findings

The results of path analyses revealed that: employee positive affective displays are positively associated with customer purchase outcomes; employee positive affective displays had positive indirect effects on customer purchase outcomes by enhancing customer positive moods and positive expectation disconfirmation; these positive indirect effects were strengthened when customers engaged in information search behaviors; and these positive indirect effects were attenuated when customers perceive store atmosphere as favorable, indicating a substitution effect of customer perceived store atmosphere.

Originality/value

Previous research has not thoroughly examined the role of the servicescape in moderating the effects of employees’ positive affective displays on customer purchase outcomes. This present study not only clarified the affective and cognitive mechanisms that link employees’ positive affective displays on purchase outcomes but also identified servicescape as a critical boundary condition of these effects.

Access Restricted. View access options
Article
Publication date: 6 November 2023

Chi-Jen Chen

Channel coordination has become an essential part of researching hotel supply chain management practices. This paper develops an improved channel coordination approach to…

162

Abstract

Purpose

Channel coordination has become an essential part of researching hotel supply chain management practices. This paper develops an improved channel coordination approach to coordinate the profit distribution between hotels and online travel agencies (OTAs) achieved through an introduction of advertising fees. This direction further improves the decentralization of cooperation and achieves Pareto improvement to achieve mutual profitability.

Design/methodology/approach

The methodology used in this study involves Stackelberg game theory employed for the decision-making and analysis of both the hotel and OTA. The OTA, acting as the leader, offers a hotel a contract specifying the commission rate that the hotel will pay to the respective OTA. The hotel, acting as a follower, sets a self-interested room rate as a given response. A deterministic, price-sensitive linear demand function is utilized to derive possible analytical solutions once centralized, noncooperative decentralization and cooperative decentralized channel occurs.

Findings

Results show that a new channel coordination approach is possible, namely via advertising fees. Prior to channel coordination, the OTA tends to set a higher commission rate, and the hotel sets a higher room rate in response under noncooperative decentralization. As such, this results in a lower channel-wide profit for all. One way to reduce channel-wide profit loss is to use a method of cooperative decentralization, which can, and will result in optimal profit as centralization takes place. However, the lack of incentives makes cooperative decentralization unfeasible. Further improvement is possible by using advertising fees based on a cooperative decentralization agreement, which can reach Pareto improvement.

Practical implications

This paper helps the OTA industry and hotel owners cooperate by way of smoother coordination. This study provides practitioners with two important practical implications. The first one is that the coordination between the hotel industry and OTA through cooperative decentralization allows for the achievement of higher profitability than that of noncooperative decentralization. The second one is that this paper solves the outstanding problem of insufficient incentives characteristic of cooperative decentralization by means of an advertising fee as a new supply chain coordination approach.

Originality/value

This paper offers both the problem and solution regarding the lack of incentives that hamper cooperative decentralization without the use of advertising fees. This paper is unique in that it derives analytical solutions regarding commissions levied in a typical hotel supply chain under noncooperative decentralization.

Details

Journal of Hospitality and Tourism Insights, vol. 7 no. 4
Type: Research Article
ISSN: 2514-9792

Keywords

Access Restricted. View access options
Article
Publication date: 1 December 2022

Chi-hsiang Chen

As the application of artificial intelligence (AI) becomes more prevalent, many high-tech firms have employed AI applications to deal with emerging societal, technological and…

800

Abstract

Purpose

As the application of artificial intelligence (AI) becomes more prevalent, many high-tech firms have employed AI applications to deal with emerging societal, technological and environmental challenges. Big data analytical capability (BDAC) has become increasingly important in the AI application processes. Drawing upon the resource-based view and the theory of planned behavior, this study aims to investigate how BDAC and collaboration affect new product performance (NPP). Practically, a harmonic working team is particularly important for creating management synergies, this empirical analysis demonstrates the importance of BDAC and collaboration for NPP.

Design/methodology/approach

This paper focuses on the performance of firms that applied AI in their operations. This study collected data from firms in Greater China, including China and Taiwan, as Greater China is currently the leading manufacturer of semiconductor, electronic and electric products for AI applications in the manufacturing process. Confirmatory factor analysis and structural equation modeling is employed for statistical analysis.

Findings

The analytical results indicate that BDAC positively relates to collaboration capability (CC) in AI applications but not to team collaboration (TC). CC positively correlates with TC, and both CC and TC positively correlate with NPP. Further, the mediating effect was examined using the Sobel t-test, which reveals that CC is a significant mediator in the influence of BDAC on NPP.

Practical implications

The strategic implementation of BDAC and collaboration can allow an enterprise to improve its NPP when driven by the external environment to use AI, which further enhances NPP. These processes indicate that AI and BDAC are both crucial for the success of a company’s collaboration and for effective management to improve NPP in the face of global competition.

Originality/value

This study introduces the concept of BDAC to explain the relationship between CC and TC, as they pertain to NPP. This study presented a discussion of the theoretical and practical implications of the research findings and could provide a framework for managing BDAC.

Details

Chinese Management Studies, vol. 18 no. 1
Type: Research Article
ISSN: 1750-614X

Keywords

Access Restricted. View access options
Article
Publication date: 17 February 2023

Raksmey Sann, Pei-Chun Lai, Shu-Yi Liaw and Chi-Ting Chen

This study aims to develop an assessment scale for university service quality (university SQ) and examine University Service Quality assessment model (UNIQUAL) of higher education…

703

Abstract

Purpose

This study aims to develop an assessment scale for university service quality (university SQ) and examine University Service Quality assessment model (UNIQUAL) of higher education during the pandemic.

Design/methodology/approach

Two studies applied a mixed-method design to develop and validate the UNIQUAL scale. In-depth interviews and literature reviews were conducted to refine the initial dimensions and items of UNIQUAL in Study 1. Item analysis, EFA and CFA were then conducted to purify item refinement, scale refinement, purification and validation in Study 2. Finally, a confirmed UNIQUAL model was analyzed via partial least squares structural equation modeling (PLS-SEM) using Smart-PLS 4.0.

Findings

The research confirms the four-factor structure of UNIQUAL, with a total of 16 items, to be a valid and reliable scale for the assessment of the service quality (SQ) of universities. Having adopted the bias-corrected and accelerated (BCa) bootstrap approach to study 5,000 subsamples from 27 countries, the authors found “responsiveness” and “empathy” to be significantly associated and have positive relationships with students' satisfaction with university SQ. Furthermore, university SQ and satisfaction were mediated by “health and safety” concerns.

Practical implications

The newly developed UNIQUAL scale would be of value to educators and authorities of higher education to assess the SQ of their universities to enhance the effectiveness of student learning. The improvement in satisfaction with higher education's SQ ultimately helps in retaining both international and local students amidst concerns about traveling and studying during the pandemic.

Social implications

COVID-19 has affected the private and public sectors worldwide. Millions of students have been affected by schools being shut down and substituted with distance-learning programs. Thus, the assessment of the quality of university services has become an important support mechanism for retaining the sustainability of higher education.

Originality/value

The UNIQUAL scale provides a conceptual model and validates an assessment tool. The research hypotheses confirm the relationship between university SQ and satisfaction from the perspective of international students.

Details

Journal of Hospitality and Tourism Insights, vol. 6 no. 5
Type: Research Article
ISSN: 2514-9792

Keywords

Access Restricted. View access options
Article
Publication date: 20 November 2017

Chen Chi Chang and Chien Hsiang Liao

This paper describes a computer supported ubiquitous learning environment for minority language learning. Hakka language involved various tones, art, craft, festivals, food…

511

Abstract

Purpose

This paper describes a computer supported ubiquitous learning environment for minority language learning. Hakka language involved various tones, art, craft, festivals, food, drink, medicine, religion and custom in different regions. The tones also vary across the dialects of Hakka. The majority of Hakka dialects have six tones in Taiwan. The context for Hakka language translation and use is extremely important. The purpose of this paper is to present the context-aware annotation service to help readers get the right information for Hakka language use and learning more easily.

Design/methodology/approach

This paper proposes the context-aware learning support system for Hakka culture-specific items or language, which is called Hakka culture-specific items annotation system (HACSIAS). HACSIAS is the context-aware annotation system, helping learners to add links of culture-specific items when they are reading the electronic journals, books, and web pages.

Findings

The HACSIAS provides learner appropriate information for Hakka culture-specific items deriving the learner’s situation and personal information. The context-aware computing will automatically provide translation service by searching a given culture-specific items database while these items or terminology appear in a document, either by displaying terms in the translation memory.

Originality/value

The context-aware annotation system for Hakka culture-specific language learning allows Hakka cultural resources to be smoothly integrated into learning materials.

Access Restricted. View access options
Article
Publication date: 27 March 2018

Chen Chi Chang

The purpose of this paper is to explore the data connection, spatial distribution characteristics and trends in genealogical information. First, it implements a spatial-temporal…

954

Abstract

Purpose

The purpose of this paper is to explore the data connection, spatial distribution characteristics and trends in genealogical information. First, it implements a spatial-temporal visualization of the Hakka genealogical information system that makes these individual family pedigree charts appear as one seamless genealogy to family and researchers seeking connections and family history all over the world. Second, this study applies migration analysis by applying big data technologies to Hakka genealogies to investigate the migration patterns of the Hakka ethnic group in Taiwan between 1954 and 2014. This innovative library service enhances the Hakka genealogical migration analysis using big data.

Design/methodology/approach

The platform is designed for the exchange of genealogical data to be used in big data analysis. This study integrates big data and geographic information systems (GIS) to map the population distribution themes. The general procedure included collecting genealogical big data, geographic encoding, gathering the map information, GIS layer integration and migration map production.

Findings

The analytical results demonstrate that big data technology is highly appropriate for family migration history analysis, given the increasing volume, velocity and variety of genealogical data. The spatial-temporal visualization of the genealogical research platform can follow family history and migration paths, and dynamically generate roadmaps to simplify the cartographic steps.

Practical implications

Technology that combines big data and GIS is suitable for performing migration analysis based on genealogy. A web-based application for spatial-temporal genealogical information also demonstrates the contribution of innovative library services.

Social implications

Big data play a dominant role in library services, and in turn, provide an active library service. These findings indicate that big data technology can provide a suitable tool for improving library services.

Originality/value

Online genealogy and family trees are linked with large-volume, growing data sets that are complex and have multiple, autonomous sources. The migration analysis using big data has the potential to help genealogy researchers to construct minority ethnic history.

Access Restricted. View access options
Article
Publication date: 8 May 2024

Shihyu Chou, Chi-Wen Chen and Zi-Ling Shen

This study aims to explore how consumers’ purchase intentions concerning dietary supplements are affected by two pivotal factors: pharmacist professionalism and celebrity endorser…

396

Abstract

Purpose

This study aims to explore how consumers’ purchase intentions concerning dietary supplements are affected by two pivotal factors: pharmacist professionalism and celebrity endorser attractiveness. In addition, this study investigates the moderating role of consumers’ awareness of product knowledge about dietary supplements in the relationship between brand trust and purchase intention.

Design/methodology/approach

The research data was collected through online questionnaires from a convenience sample of 340 individuals residing in Taiwan. The research model, consisting of four hypotheses, was formulated based on a literature review. The partial least squares structural equation modeling technique was used for data analysis.

Findings

The findings indicate positive effects of both pharmacist professionalism and celebrity endorser attractiveness on dietary supplement brand trust. The results also suggest a significant impact of brand trust on purchase intention. Finally, product knowledge significantly moderates the relationship between brand trust and purchase intention.

Practical implications

The findings from this study provide valuable insights for marketers, pharmacists and practitioners about the drivers of consumers’ dietary supplement purchase behavior. It will enable marketers to develop better strategies for the dietary supplement market segment.

Originality/value

This paper has made a significant contribution to the understanding of consumer buying intentions toward dietary supplements, addressing a gap in the literature. First, unlike previous research, this study considers both pharmacist professionalism and celebrity endorser attractiveness in the research model, effectively bridging this gap. Furthermore, this study identifies the pivotal role of brand trust as a critical factor in enhancing consumers’ purchase intentions toward dietary supplements, offering valuable insights for dietary supplement companies regarding consumer purchase decision-making.

Details

International Journal of Pharmaceutical and Healthcare Marketing, vol. 18 no. 4
Type: Research Article
ISSN: 1750-6123

Keywords

1 – 10 of over 20000
Per page
102050