Li Gao, Gang Li, Fusheng Tsai, Chen Gao, Mengjiao Zhu and Xiaopian Qu
This article analyzes the effects of artificial intelligence (AI) stimuli on customer engagement as well as on value co-creation. The moderating role played by customer ability…
Abstract
Purpose
This article analyzes the effects of artificial intelligence (AI) stimuli on customer engagement as well as on value co-creation. The moderating role played by customer ability readiness is also examined.
Design/methodology/approach
Total 426 questioners are collected from the customers who consumed intelligent service robot.
Findings
First, the perceived interactivity (PI) of AI stimuli have a significant positive impact on value co-creation; second, customer engagement plays a mediating effect on the relationship between PI and value co-creation; finally, customer ability readiness has a positive moderating effect on the relationship between AI stimuli, customer engagement and value co-creation.
Research limitations/implications
Firstly, the method of questionnaire survey has certain limitations, In future research, more advanced survey methods (such as social perception calculations) can be used to make survey samples more comprehensive and analysis results more accurate. Secondly, the paper used a single-dimensional test for the two variables of customer engagement and value co-creation. Future research should divide the dimensions of customer engagement and value co-creation into more specific way. Finally, this study lacks research on the regulatory effect of customer ability readiness and further division of customer readiness.
Practical implications
First, this paper uses the arousal theory to participate in marketing theory and value co-creation theory, which is the cross and fusion of theory, and also the enrichment and expansion of the existing theoretical research, with a certain theoretical innovation. Second, based on previous research, this research developed and designed a measurement scale for AI stimuli. Finally, through empirical research, it is found that the perceived personalization of AI stimuli does not have a significant direct effect on value co-creation, which is a new views and insight.
Social implications
First, when using intelligent customer service robots, companies should pay attention to improving the PI and personalization of intelligent customer service robots. Second, companies should attach importance to the development environment of customer engagement, proactively and effectively identify customer needs. Finally, companies should provide customers with a good support atmosphere, publicize and explain in advance the use of intelligent customer service robots to increase their confidence.
Originality/value
The study develops a scale of AI stimuli and is among the first to integrate and examine the inter-relationships between customer engagement, customer ability, and value co-creation from the increasingly important phenomenological perspective of AI.
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Observing across four comparative case organizations, the purpose of this paper is to identify two sources of contingency (i.e. construct and contextual contingency) for the…
Abstract
Purpose
Observing across four comparative case organizations, the purpose of this paper is to identify two sources of contingency (i.e. construct and contextual contingency) for the relationship between knowledge heterogeneity and innovation.
Design/methodology/approach
The contingencies was explored by conducting a comparative case analyses with rich qualitative data extracted and interpreted from four case companies.
Findings
First, the construct contingency is examined by refining knowledge heterogeneity into three dimensions: domain, process, and context heterogeneity. Specifically, the author proposed that knowledge heterogeneity in domain is associated with innovation in an inverted U-shape, while heterogeneity in process and context dimensions both negatively influence innovation. Second, contextual contingency is studied. The author proposed that: trust positively moderates the relationship between knowledge heterogeneity and innovation; depending on the knowledge owner attributes, centralization positively or negatively moderates the relationship between heterogeneous knowledge and innovation; shared knowledge vision positively moderates the relationship between knowledge heterogeneity and innovation.
Originality/value
The influences of knowledge heterogeneity on innovation have yet been inconsistent. The present study set to reconcile such inconsistency with a solution of contingencies that intervene the heterogeneity-innovation relationship. These results offer useful references for future large-scaled, quantitative studies.
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Sladjana Cabrilo, Rosanna Leung, Fu-Sheng Tsai and Sven Dahms
This study explores how customers' individual characteristics and perceptions affect acceptance of service robots as a hotel workforce. The Interactive Technology Acceptance Model…
Abstract
Purpose
This study explores how customers' individual characteristics and perceptions affect acceptance of service robots as a hotel workforce. The Interactive Technology Acceptance Model (iTAM) has inspired us to investigate effects of customers' technological self-efficacy, perceived interactivity, sense of utility, and enjoyment-level of acceptance related to hotel-service robots as staff.
Design/methodology/approach
Data were collected from 224 customers via an online questionnaire conducted in the period April–June 2022 by convenience sampling, and then analyzed by using partial least squares – structural equation modeling (PLS-SEM).
Findings
The findings show that customers' technological self-efficacy and perceived interactivity with service robots enhances perceived usefulness and perceived enjoyment, serving as functional and emotional value components of service robots. They also demonstrate that robot's interactivity outweighs other robot's value components, such as perceived usefulness and perceived enjoyment for acceptance of service robots as employees in hotels.
Originality/value
While empirically validating the iTAM, this study emphasizes service robot interactivity as the most important aspect for customers' acceptance, and it adds a new perspective regarding the underexplored role of the customer-robot interface. Combining specific dimensions from different technology acceptance models (functional/socio-emotional/relational; utilitarian/hedonic) the study contributes to the service robot literature currently missing a more holistic understanding of consumers' experience and adoption drivers, and it provides managerial guidance on how to successfully implement service robots in hotel environments.
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Fengwen Chen, Lu Zhang, Fu-Sheng Tsai and Bing Wang
This study focuses on the self-organized cooperative consumption of platform participants on social media platform, and reveals how the brand owner cooperates with two-sided…
Abstract
Purpose
This study focuses on the self-organized cooperative consumption of platform participants on social media platform, and reveals how the brand owner cooperates with two-sided customers to achieve value co-creation.
Design/methodology/approach
The authors adopted a case study approach to explore how a Chinese beauty startup developed collaborative networks from 2013 to 2022, and tracked the the changes of network structure and cooperation mechanism.
Findings
The study finds that the brand owner cooperates with two-sided customers to integrate resources and establish diverse relational trust, which enhances the evolution of a heterogeneous collaborative network for value co-creation.
Originality/value
The study builds upon traditional dyadic actor-to-actor interactions between providers and customers, develops a novel interaction framework of actor-to-network to explain the value co-creation by collaborative networking, reveals the self-organized mechanism of cooperative consumption on social media.
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Xianchun Zhang, Zhu Yao, Wan Qunchao and Fu-Sheng Tsai
Time pressure is the most common kind of work pressure that employees face in the workplace; the existing research results on the effect of time pressure are highly controversial…
Abstract
Purpose
Time pressure is the most common kind of work pressure that employees face in the workplace; the existing research results on the effect of time pressure are highly controversial (positive, negative, inverted U-shaped). Especially in the era of knowledge economy, there remains a research gap in the impact of time pressure on individual knowledge hiding. The purpose of this paper is to explore the impact of different time pressure (challenge and hindrance) on knowledge hiding and to explain why there is controversy about the effect of time pressure in the academics.
Design/methodology/approach
The authors collected two waves of data and surveyed 341 R&D employees in China. Moreover, they used regression analysis, bootstrapping and Johnson–Neyman statistical technique to verify research hypotheses.
Findings
The results show that challenge time pressure (CTP) has a significant negative effect on knowledge hiding, whereas hindrance time pressure (HTP) has a significant positive effect on knowledge hiding; job security mediates the relationship between time pressure and knowledge hiding; temporal leadership strengthen the positive impact of CTP on job security; temporal leadership can mitigate the negative impact of HTP on job security.
Originality/value
The findings not only respond to the academic debate about the effect of time pressure and point out the reasons for the controversy but also enhance the scholars’ attention and understanding of the internal mechanism between time pressure and knowledge hiding.