Rocío Alarcón López, Salvador Ruiz de Maya and Inés López López
The purpose of this paper is to analyze the effects of sharing co-creation experiences on consumers’ behavioral intentions. Increasingly often, companies interact with consumers…
Abstract
Purpose
The purpose of this paper is to analyze the effects of sharing co-creation experiences on consumers’ behavioral intentions. Increasingly often, companies interact with consumers and involve them in value co-creation, especially in the virtual environment, while more and more consumers tend to share their experiences and their related emotions socially. However, no research has addressed how the interplay of these two variables influences consumer behavior.
Design/methodology/approach
The authors conducted a preliminary study and a 2×2 between-subjects experiment where co-creation and sharing of emotions were orthogonally manipulated. A total of 120 participants were randomly assigned to one of the four scenarios.
Findings
The results show that not only do individuals participate in co-creation activities, but they also tend to share such experiences socially. But more important from a literature contribution perspective, the results confirm a joint effect of co-creation and sharing on satisfaction and repurchase intention. Thus, the effect of co-creation can be bolstered by encouraging participants to share the experience with other people.
Originality/value
While we can better understand the effects of co-creation in particular contexts effects such as that of sharing, the findings also contribute to the theoretical literature on social sharing of emotions as it has not been related to co-creation activities before. The results are of special relevance for those companies implementing co-creation activities, as they provide clues to increase the outcome of such initiatives in terms of consumers’ responses toward the firm.
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María-Mercedes Rojas-de-Gracia, Pilar Alarcón-Urbistondo and Eva María González Robles
Family holiday decision-making (FHDM) is a process composed of several stages. This paper aims to describe two objectives: to identify at each stage the roles in couples, the main…
Abstract
Purpose
Family holiday decision-making (FHDM) is a process composed of several stages. This paper aims to describe two objectives: to identify at each stage the roles in couples, the main decision-maker in the case of family holidays; and to determine the most influential variables.
Design/methodology/approach
To identify the roles played by the partners, a frequency analysis has been conducted, which provides a graphic representation of the so-called feasibility triangles. The technique selected to identify the variables that explained the decision structure was binary logistic regression. In total, 375 useful dyads of questionnaires were received.
Findings
Holidays follow a joint decision-making process in the initiation phase and in the final decision, while the search for information is carried out equally by either partner. The woman’s work situation, the type of destination travelled to and the difference in education levels between them are the variables that best explain how couples decide on their family holidays.
Practical implications
A better understanding of the FHDM process will help tourism companies to improve their marketing campaigns.
Originality/value
The characteristics of the sample composed of 375 couples whose members completed a questionnaire separately have allowed not have to rely on one response per household, which adds reliability to the results. This sample is higher than the one of many reference publications on the subject. Furthermore, this paper revealed differences between male and female perception.
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Maria Romero-Charneco, Ana-María Casado-Molina, Pilar Alarcón-Urbistondo and Juan Pedro Cabrera Sánchez
Given the importance of chatbots in customer service in tourism, this paper aims to understand the drivers that predispose regular consumers of restaurant recommendation chatbots…
Abstract
Purpose
Given the importance of chatbots in customer service in tourism, this paper aims to understand the drivers that predispose regular consumers of restaurant recommendation chatbots to continue using them.
Design/methodology/approach
A total of 386 regular consumers of a chatbot via WhatsApp restaurant recommender responded to an online questionnaire (inspired by scales found in the literature on technology adoption). Structural equation modeling was used to test the hypotheses.
Findings
Significant predictors of intention to continue using these chatbots included “effort expectancy (EE),” “hedonic motivation (HM),” “price value (PV)” and “habit (HT).” Specifically, HT still has a long way to go in terms of its performance, and it will be possible to work on it. Furthermore, two variables, EE and HM, act as a bottleneck when it comes to explaining this recurrent usage intention. Factors such as “performance expectancy (PE),” “facilitating conditions (FC)” and “social influence (SI)” did not influence “behavioral intention (BI).” Likewise, the moderating variables, age and gender, are not significant. Finally, the predictive capability of the model is demonstrated. The study findings will enable the development of effective strategies to foster consumer loyalty to this new technology in the restaurant industry.
Originality/value
This study contributes, building on the suitability of the unified theory of acceptance and use of technology 2 model, to explain users’ intention to continue using chatbot tourism services in the context of an information search for an unplanned and varied purchase decision, namely, restaurant recommendation services. To the best of the authors’ knowledge, this is the first analysis of tourist’s intention to reuse a real and fully functional chatbot via mobile instant messaging.
研究目的
鉴于聊天机器人在旅游客户服务中的重要性, 本研究旨在了解驱动消费者持续使用WhatsApp餐厅推荐聊天机器人的因素。
研究方法
共收集386名WhatsApp餐厅推荐聊天机器人的常规用户在线问卷数据(问卷设计参考技术采纳相关文献中的量表)。研究采用结构方程模型(SEM)验证假设。
研究发现
影响用户持续使用意图的显著预测因素包括“努力期望(EE)”、“享乐动机(HM)”、“价格价值(PV)”和“习惯(HT)”。其中, “习惯(HT)”表现仍有提升空间, 而“努力期望(EE)”和“享乐动机(HM)”是解释持续使用意图的瓶颈因素。此外, “绩效期望(PE)”、“促进条件(FC)”和“社会影响(SI)”对“行为意图(BI)”无显著影响。性别和年龄等调节变量同样不显著。研究结果验证了模型的预测能力, 能够为餐厅行业制定有效策略以增强消费者对这一新技术的忠诚度提供指导。
研究创新
本研究基于UTAUT2模型, 首次分析了消费者在餐厅推荐服务中持续使用移动即时通讯(MIM)聊天机器人的意图, 为探索非计划性和多样化购买决策背景下的信息搜索服务提供了新见解。
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Ana-María Casado-Molina, María-Mercedes Rojas-de-Gracia, Pilar Alarcón-Urbistondo and Célia M.Q. Ramos
Given the substantial number of social conversations on the Internet, companies must remain vigilant about protecting their reputations and businesses. The purpose of this…
Abstract
Purpose
Given the substantial number of social conversations on the Internet, companies must remain vigilant about protecting their reputations and businesses. The purpose of this research is to measure the impact on share prices of reputational variables, measured through online comments, at the banking sector level as well as patterns of behavior between these variables and fluctuations in share prices.
Design/methodology/approach
Using big data and business intelligence techniques, bank reputation was analyzed through online social comments. The sample includes seven Spanish banks. To measure the impact of reputational variables on share prices, an Online Reputation Index was created. These variables were then correlated and filtered with the share price variation rate of each bank on a daily basis under two scenarios: using all share price data and also focusing on times of sharp fluctuations. Finally, multiple linear regression analysis was used to identify patterns in these relationships.
Findings
The findings reveal that negative comments focusing on attitude, emotions and governance experiences – particularly regarding ethical performance – are the only reputational variables with a clear impact on share price fluctuations in the banking sector. Strong correlations between reputation variables and share prices were observed only when online comments were extremely negative. These behaviors were more frequent during periods of significant price fluctuations.
Originality/value
This is the first study to analyze the impact of the reputation of the banking sector measured in the online environment on share price, taking into account its multidimensional construct.
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Xi Chen, Yanfeng Chen, Bo Zhang, Dongyuan Qiu and Zi Li
This study aims to predict the unstable period-1 orbit (UPO-1) of DC–DC converters and find analytical expressions to describe it.
Abstract
Purpose
This study aims to predict the unstable period-1 orbit (UPO-1) of DC–DC converters and find analytical expressions to describe it.
Design/methodology/approach
Nonlinear dynamical phenomena of a peak–current–mode controlled direct current–direct current (DC–DC) Boost converter are discussed briefly first. Then fast fourier transform (FFT) analysis of state variables under different dynamic states is provided, and the characteristic of the harmonic content in different states is summarized. Following these, a scientific hypothesis on the harmonic content of the UPO-1 is presented, and the Equivalent Small Parameter method is adopted then, thus analytic-form expressions of the UPO-1 can be derived.
Findings
According to results of theoretical analysis, numerical simulations and experiments, this paper illustrates that, like stable period-1 orbit, the UPO-1 is also made up of the DC component and harmonics with integer times of switching frequency.
Originality/value
This work provides an unreported approach for extracting the UPO-1 of DC–DC converters, which is mainly based on predicting the harmonic structure information of the orbit. According to experimental parts of the work, it shows that the stabilizer can be designed easier by using the proposed method. Additionally, from a broader perspective, the results could also have implications in a wide class of forced oscillation systems.
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Teresa Florentino, Lucas Sánchez and Luís Joyanes
The purpose of this paper is to elaborate upon the relation between information and communication technologies (ICT), particularly web‐based resources, and their use, programs and…
Abstract
Purpose
The purpose of this paper is to elaborate upon the relation between information and communication technologies (ICT), particularly web‐based resources, and their use, programs and learning in Portuguese middle and high regular public schools.
Design/methodology/approach
Adding collected documentation on curriculum, laws and other related articles; the paper also includes statistical information based on collected data from questionnaires carried out in some main Lisbon parishes. The students and teachers universe in Portugal are about 110,420 people for regular public middle and high schools. In total, 1,120 questionnaires were collected and treated as samples.
Findings
According to the questionnaires, technologies are quite accepted in schools. Use and quantity of resources restrain learning evolution with recent technologies. Combining theoretical knowledge and on‐field perceptions, analysis and evaluation leads to the conclusion that there are some evident discrepancies when ICT is analyzed across the curriculum, with quantities and use of ICT resources. Web‐based technologies seem to be insufficient inside schools and their use is low.
Practical implications
Including and adapting ICT with programs and curriculum are goals to reach in the years to come. Better understanding of ICT equipment and use in Portuguese public schools for middle and high levels.
Originality/value
There are only few or rare questionnaires related to ICT in Portugal and this kind of research should be more frequent and comparing with other countries and situations. Recently, some studies were carried out on e‐learning subjects. This paper can help educational entities better understand perceptions, gaps and directions to go in the future.
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Marta Frasquet-Deltoro, María-del-Carmen Alarcón-del-Amo and Carlota Lorenzo-Romero
The purpose of this paper is to compare the antecedents and consequences of two distinct types of virtual co-creation behaviours that require different degree of effort from the…
Abstract
Purpose
The purpose of this paper is to compare the antecedents and consequences of two distinct types of virtual co-creation behaviours that require different degree of effort from the customer, i.e. customer participation (CPB), and customer citizenship (CCB) behaviour, in a cross-cultural study.
Design/methodology/approach
A survey was conducted among members of online panels in the UK and Spain, reaching a sample of 800 online individuals who participate in online co-creation processes with fashion retailers. This design allows us to test the cross-cultural effects. Multi-group structural equations modelling was used to analyse the data.
Findings
Virtual co-creation behaviours are driven by perceived ease-of-use of the co-creation platform, electronic word-of-mouth (e-WOM) quality and fashion involvement; however, the effects are different on CPB, affected by perceived ease-of-use more strongly, and on CCB, driven by e-WOM quality and fashion involvement more strongly. Higher level of co-creation increases satisfaction with co-creation, which mediates the effect on engagement and intention of future co-creation. The cross-cultural design reveals that most relationships hold in both countries, with the exception of the influence of fashion involvement on CPB, while some differences in the size of the effects appear between countries.
Originality/value
This study contributes to increasing our knowledge on online co-creation in several ways. First, the authors investigate, in the online environment, two co-creation behaviours, CPB and CCB, and compare their antecedents. This paper provides a cross-cultural validation of the relationships between CPB and CCB’s antecedents and consequences, identifying the different effects due to culture.
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Ignacio Cepeda-Carrión, David Alarcon-Rubio, Carlos Correa-Rodriguez and Gabriel Cepeda-Carrion
This article aims to open the black box of the relationship between customer experience and customer satisfaction. The authors also take a fine-grained approach to the concept of…
Abstract
Purpose
This article aims to open the black box of the relationship between customer experience and customer satisfaction. The authors also take a fine-grained approach to the concept of customer experience analysis in terms of four dimensions: basic service experience (BSE), moments of truth (MT), focus on results (FR) and peace of mind (PM).
Design/methodology/approach
A total sample of 185 industrial customers in Spain was collected via an online platform from March to April 2020. The data were analysed using partial least squares-structural equation modelling (PLS-SEM).
Findings
The results indicated that the four dimensions of customer experience are the foundation of commercial success (i.e. customer satisfaction) for express parcel companies in the business-to-business (B2B) environment. Therefore, the most innovative express parcel companies should not only pay attention to providing services in accordance with the customer agreement but also go beyond that; hence, these companies must understand customer needs to be able to offer a unique experience. Therefore, these companies must design experiences that go beyond pure technical delivery services.
Originality/value
Although previous work has linked customer experience to customer satisfaction, there is little work that does so specifically in an industry as in vogue as express parcels and less so in the B2B environment. In addition, this work analyses fine-grained customer experience in terms of grain's four dimensions, and therefore, the authors analyse how each dimension (e.g. more rational or more subjective dimensions) impacts customer satisfaction. Few studies have focussed on this type of analysis for express parcel companies in the B2B environment.
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Matti Saari, Lauri Haapanen and Pia Hurmelinna-Laukkanen
The objective of this paper is to increase understanding of social media in international business context. To this end, the authors make an attempt to integrate the existing…
Abstract
Purpose
The objective of this paper is to increase understanding of social media in international business context. To this end, the authors make an attempt to integrate the existing, still somewhat limited views in a framework that advances the knowledge of scholars and decision-makers on this topic.
Design/methodology/approach
The authors conduct a conceptual study supported by use of a systematic literature review method.
Findings
This study shows marketing as a dominant area of discussion and reveals that many firm functions where social media plays a role have received relatively little attention. Furthermore, the study shows that the positive features of social media in international activity tend to be more widely acknowledged and better understood than the potentially problematic aspects.
Research limitations/implications
The number of articles analyzed in this study was relatively small, resonating with the nature of an emerging research area. Research on social media has only taken off over the last years, and it is understandable that there is limited research that connects it specifically to phenomena of international business.
Practical implications
This study reminds managers to be cautious when using social media in international markets. The relationship between social media and international business exhibits dynamism and is dependent on a variety of factors. Social media does not come without costs, nor is easily transferred from one market to another. Efficient use of this media in the international context may increase the need of specific and qualified human resources, and it may necessitate having the whole process from R&D to delivery, and beyond, ready for adaptation.
Originality/value
It can be argued that we know too little about the relevant factors and relationships between social media and international business. The authors hope that this study revealing the scarcely studied aspects and suggesting a tentative framework for capturing the dynamics of social media and international business can guide subsequent research and accelerate its emergence.
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Pedro M. García-Villaverde, Job Rodrigo-Alarcón, Maria Jose Ruiz-Ortega and Gloria Parra-Requena
The purpose of this paper is to study the effect of cognitive social capital (CSC) on firms’ entrepreneurial orientation (EO) and how knowledge absorptive capacity moderates this…
Abstract
Purpose
The purpose of this paper is to study the effect of cognitive social capital (CSC) on firms’ entrepreneurial orientation (EO) and how knowledge absorptive capacity moderates this relationship. The purpose is aimed at completing the gap in the literature regarding determinants of EO linked with knowledge.
Design/methodology/approach
The empirical study was carried out on a sample of 292 Spanish firms in the agri-food industry. Partial least squares (SmartPLS software) was used to evaluate the measurement and structural models.
Findings
CSC has a curvilinear influence (U-shaped) on EO. In addition, this relationship is accentuated with higher knowledge absorptive capacity.
Practical implications
Managers should promote cognitively close networks and reinforce shared goals and culture with their contacts to maintain a high EO. Furthermore, managers should strengthen their knowledge absorptive capacity to boost innovativeness, risk taking and proactiveness derived from cognitive proximity with their contacts.
Originality/value
This study adds value to social capital literature by pointing out a curvilinear relationship (U-shaped) between CSC and EO, in contrast to studies focussed on other dimensions of social capital, which have obtained divergent results. Furthermore, this study reinforces the key contingent role of knowledge absorptive capacity. The study provides a valuable theoretical framework of EO determinants connecting the cognitive perspective of social capital theory with a dynamic capability view.