Krystyna K. Matusiak, Ling Meng, Ewa Barczyk and Chia-Jung Shih
The purpose of this paper is to explore multilingual access in digital libraries and to present a case study of creating bilingual metadata records for the Tse-Tsung Chow…
Abstract
Purpose
The purpose of this paper is to explore multilingual access in digital libraries and to present a case study of creating bilingual metadata records for the Tse-Tsung Chow Collection of Chinese Scrolls and Fan Paintings. The project, undertaken at the University of Wisconsin-Milwaukee Libraries, provides access to digital copies of calligraphic and painted Chinese scrolls and fans from the collection donated by Prof Tse-Tsung Chow (Cezong Zhou).
Design/methodology/approach
This paper examines the current approaches to multilingual indexing and retrieval in digital collections and presents a model of creating bilingual parallel records that combines translation with controlled vocabulary mapping.
Findings
Creating multilingual metadata records for cultural heritage materials is in an early phase of development. Bilingual metadata created through human translation and controlled vocabulary mapping represents one of the approaches to multilingual access in digital libraries. Multilingual indexing of collections of international origin addresses the linguistic needs of the target audience, connects the digitized objects to their respective cultures and contributes to richer descriptive records. The approach that relies on human translation and research can be undertaken in small-scale digitization projects of rare cultural heritage materials. Language and subject expertise are required to create bilingual metadata records.
Research limitations/implications
This paper presents the results of a case study. The approach to multilingual access that involves research, and it relies on human translation that can only be undertaken in small-scale projects.
Practical implications
This case study of creating parallel records with a combination of translation and vocabulary mapping can be useful for designing similar bilingual digital collections.
Social implications
This paper also discusses the obligations of holding institutions in undertaking digital conversion of the cultural heritage materials that originated in other countries, especially in regard to providing metadata records that reflect the language of the originating community.
Originality/value
The research and practice in multilingual indexing of cultural heritage materials are very limited. There are no standardized models of how to approach building multilingual digital collections. This case study presents a model of providing bilingual access and enhancing the intellectual control of cultural heritage collections.
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Kuang‐Hsun Shih, Chia‐Jung Chang and Binshan Lin
The purpose of this paper is to examine the empirical studies on knowledge creation and intellectual capital (IC) to generalize the important factors concerning knowledge creation…
Abstract
Purpose
The purpose of this paper is to examine the empirical studies on knowledge creation and intellectual capital (IC) to generalize the important factors concerning knowledge creation and IC of banks. The major purpose is to explore the relationship between knowledge creation and IC through the construction of the correlation patterns between these two elements.
Design/methodology/approach
This paper adopts the knowledge management (KM) measurement to examine the formats of knowledge creation on evaluation of relationship between different elements in the IC of banks by structural equation modeling.
Findings
The performance of knowledge creation has significant influence on the accumulation of subsequent human capital. Cognitivists and connectivists are considered the main knowledge creators in the banking industry. The performance of human capital exhibits significant influence on structural capital and customer capital. The performance of customer capital reports significant influence on the formation of structural capital.
Research limitations/implications
The ability to create knowledge is highly relevant to IC in the banking industry. Companies should define their own robust mechanisms for knowledge creation to improve their ability in knowledge creation. Knowledge creation in banks should focus on the exchange and sharing of information. It is suggested that the usual approach adopted by banks is brainstorming and workshops, and the connecting approach is team‐oriented.
Practical implications
The managers in the banking industry should identify the ways to cultivate in‐depth contents of IC and have comprehensive development on IC to create differentiated advantages and boost corporate competitiveness.
Originality/value
The importance of tangible assets is waning and has been gradually shifting to knowledge and IC, and thus, KM has become an important strategy in corporate competition. Organizations have been redefined as platforms that can create knowledge and accumulate intangible, IC.
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Yin-Hui Cheng, Chia-Jung Chang, Shih-Chieh Chuang and Ya-Wei Liao
Research on the service recovery paradox (SRP) effect has indicated that after recovery from failures in customer service, customers will commonly rate their satisfaction higher…
Abstract
Purpose
Research on the service recovery paradox (SRP) effect has indicated that after recovery from failures in customer service, customers will commonly rate their satisfaction higher than prior to the service failure. However, thus far there has been little research on the cause of this phenomenon. Accordingly, the purpose of this paper is to explore the effect of “guilt” emotions in the context of consumer service.
Design/methodology/approach
Three experiments were conducted to test the hypotheses. Data were collected from 532 undergraduate, graduate students and the general people.
Findings
The results of the experiments demonstrate that if customers are compensated for service failures by receiving better than anticipated service, they will commonly experience feelings of “guilt.” In an attempt to alleviate this guilt, customers will project their feelings in evaluating a company, and will rate their customer satisfaction more highly. In doing so, the customer feels relief in reciprocating the kindness of the firm; in this way, the firm wins over the customer’s heart.
Originality/value
This is one of the first studies to discuss the effect of guilt in the SRP effect. This research shows that relying on the emotion of “guilt” for receiving exceptional service helps companies to overcome service failures and successfully rebuild their relationships with customers.
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Chia‐Jung Chang, Jui‐Min Tseng and Chen‐Chung Liu
Semantic technologies are a potential approach to enhancing the use of the web of knowledge. An experiment was conducted to investigate the roles of two semantic techniques…
Abstract
Purpose
Semantic technologies are a potential approach to enhancing the use of the web of knowledge. An experiment was conducted to investigate the roles of two semantic techniques, namely concept recommendation and mind maps, for females and males This paper aims to document this research.
Design/methodology/approach
The study compared the searching behaviours and perceptions of searching strategies in the search environment with techniques to reveal the gender difference in the use of semantic technologies. The study further investigated how the techniques influenced female and male students' searching experiences by comparing their searching behaviours and strategies in two different environments, one developed with the semantic technologies and one without.
Findings
Although the techniques were helpful for both female and male students in improving their perceptions of searching strategies, there were gender differences in sense of disorientation, problem solving and searching patterns. In particular, the techniques facilitated females to search for information beyond similarity holes, but did not demonstrate such an effect on males. However, they supported males to organize information for better use.
Research limitations/implications
The study is only a small‐scale investigation. Further studies need to be conducted with a larger sample to obtain robust evidence.
Originality/value
In this paper, the effects of semantic technologies are evaluated from the perspectives of education and the human factor, rather than only in terms of technical performance.
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Jongsik Yu, Nancy Grace Baah, Seongseop (Sam) Kim, Hyoungeun Moon, Bee-Lia Chua and Heesup Han
This study aims to develop a robust theoretical framework to explain the impact of hotels’ green brand authenticity on guests’ perceptions of well-being, customer engagement and…
Abstract
Purpose
This study aims to develop a robust theoretical framework to explain the impact of hotels’ green brand authenticity on guests’ perceptions of well-being, customer engagement and approach behaviors toward green brands.
Design/methodology/approach
In this study, the authors examined the effect of green brand authenticity on perceptions of well-being, customer engagement and approach behaviors toward green brands. For the quantitative empirical analysis, 352 samples were used. Green brand authenticity integrates quality commitment, heritage, uniqueness and symbolism as high-dimensional factors.
Findings
The study conceptualizes green brand authenticity as a multi-dimensional phenomenon with four dimensions: quality commitment, heritage, uniqueness and symbolism. The results showed that green brand authenticity has a positive effect on hotel guests’ perceived well-being and behavioral intentions. Interestingly, environmental values did not have a statistically significant regulatory role, while green behavior in everyday life had a partial regulatory role.
Practical implications
This study aims to develop and empirically test a conceptual model that depicts the function of green authenticity in explaining customer responses to green brands. The results and the theoretical framework proposed in this study provide significant insights for researchers and practitioners in the hotel industry.
Originality/value
Further than evaluating brand authenticity generally, this study evaluates the authenticity of a brand's environmental protection efforts. As a result of the empirical analysis conducted in this study, the green brand authenticity of a hotel had a positive effect on customers’ emotional and behavioral aspects. This finding provided valuable and meaningful insights for green hotels and hotel brand-related research.