Ha Eun Park, Sheau Fen Crystal Yap and Marian Makkar
The purpose of this paper is to uncover the motivational tensions underlying mobile shopping (m-shopping) behaviours. The authors focus on consumer motivations and the pursuit of…
Abstract
Purpose
The purpose of this paper is to uncover the motivational tensions underlying mobile shopping (m-shopping) behaviours. The authors focus on consumer motivations and the pursuit of life end goals with respect to m-shopping.
Design/methodology/approach
Based on the means-end chain theory, hard-laddering approach was used to elicit associations between attributes, consequences and values from 251 online participants. Content analysis was used to develop a hierarchical value map “mapping” these associations to uncover underlying values for m-shopping.
Findings
Mobile shoppers are motivated by their self-actualisation needs (self-focused) and/or social needs (other-focused). Participants’ response contradictions reflected internal complexities and ambivalences during their purchasing decisions. Decisions are based on their concerns around security, time, technological or financial.
Practical implications
This study provides managerial insights into retail marketing and strategies. Marketers should consider creating user-friendly applications by researching the customer journey experience, heightening security measures and ensuring that added-value offers are clearly communicated to meet consumers’ personal values and motivations.
Originality/value
The paper presents an original conceptual contribution of personal values related to m-shopping as desires for self-empowerment, altruism and relationships with others, self-fulfilment and hedonism and possible consumer internal conflicts.
Details
Keywords
Jae Eun Park, Alei Fan and Laurie Wu
Artificial intelligence (AI) powered chatbot technology is increasingly used to handle customer complaints in the service recovery process. Built on the justice theory, this paper…
Abstract
Purpose
Artificial intelligence (AI) powered chatbot technology is increasingly used to handle customer complaints in the service recovery process. Built on the justice theory, this paper aims to explore the optimal way to utilize chatbots in handling customer complaints for service failure recovery and the moderating role of humor.
Design/methodology/approach
Two scenario-based between-subjects experimental design studies were conducted to examine the two aspects of justice in service failure recovery: Study 1 focuses on procedural justice manifested as perceived control and Study 2 on interactional justice assessed as social presence. Furthermore, the moderating role of humor is investigated.
Findings
The results indicate that both perceived control and social presence can improve chatbots’ effectiveness in handling service failures to regain customer satisfaction and the consequent revisit intention. However, humor shows opposite effects in the two studies: chatbots using humorous language in complaint handling may attenuate the positive effect of perceived control but enhance the positive effect of social presence.
Practical implications
The findings provide practical guidelines to the service industry regarding the optimal service design and technology deployment in customer service, particularly for an effective service failure recovery process.
Originality/value
This research contributes to the service failure recovery literature by investigating how the new service technology of AI-powered chatbots can effectively handle customer complaints for service failure recovery. Furthermore, the research reveals the nuanced effects of humor in different complaint-handling situations.
Details
Keywords
Jiwon Chung, Hyunbin Won, Hannah Lee, Soah Park, Hyewon Ahn, Suhyun Pyeon, Jeong Eun Yoon and Sumin Koo
The objective of this study was to develop wearable suit platforms with various anchoring structure designs with the intention of improving wearability and enhancing user…
Abstract
Purpose
The objective of this study was to develop wearable suit platforms with various anchoring structure designs with the intention of improving wearability and enhancing user satisfaction.
Design/methodology/approach
This study selected fabrics and materials for the suit platform through material performance tests. Two anchoring structure designs, 11-type and X-type are compared with regular clothing under control conditions. To evaluate the comfort level of the wearable suit platform, a satisfaction survey and electroencephalogram (EEG) measurements are conducted to triangulate the findings.
Findings
The 11-type exhibited higher values in comfort indicators such as α, θ, α/High-β and lower values in concentration or stress indicators such as β, ϒ, sensorimotor rhythm (SMR)+Mid-β/θ, and a spectral edge frequency of 95% compared to the X-type while walking. The 11-type offers greater comfort and satisfaction compared to the X-type when lifting based on the EEG measurements and the participants survey.
Originality/value
It is recommended to implement the 11-type when designing wearable suit platforms. These findings offer essential data on wearability, which can guide the development of soft wearable robots.
Details
Keywords
This study aims to evaluate the semantic relationships between category terms that are used in open government data (OGD) portals and those identified in policy documents through…
Abstract
Purpose
This study aims to evaluate the semantic relationships between category terms that are used in open government data (OGD) portals and those identified in policy documents through the implementation of a semantic network analysis.
Design/methodology/approach
This study was conducted in three stages. Firstly, the study examined the semantic relationships between category terms in OGD portals by constructing a similarity matrix based on the terms’ co-occurrence and visualizing six-word groups. Secondly, the study investigated the semantic relationships among terms in OGD policy documents using latent semantic analysis and community detection methods, resulting in the identification and visualization of three network groups. Finally, the study used chi-squared and Z-tests to analyse differences in category terms between countries with and without redefined categories.
Findings
The results indicate that the three-word groups were identified by community detection, covering various aspects of government. In addition, there is a significant difference between the two country groups, with category terms being more prevalent in countries with predefined categories. This emphasizes the impact of categorization on term prevalence within OGD portals.
Originality/value
This study uniquely focuses on the categorization of government portals for sustainable open data management. The findings underscore the importance of effectively structuring and organizing data categories to enhance user discoverability and accessibility in OGD portals.
Details
Keywords
A Rim Park and Hun-Koo Ha
With an increasing air cargo demand in the global air cargo transport industry, not only domestic airlines but also foreign carriers are actively investing in the air cargo…
Abstract
With an increasing air cargo demand in the global air cargo transport industry, not only domestic airlines but also foreign carriers are actively investing in the air cargo service sector and trying to provide a differentiated service in order to gain a competitive advantage. There are a variety of service quality models available but most research to date has not found an optimal model for the air cargo service sector.
Using questionnaire data collected from air freight forwarders in Korea with respect to the air cargo service provided by Korean Air, Asiana Airlines, and foreign carriers(JAL or China Eastern), this paper compares four models in measuring the service quality in the air cargo sector and identifies the best model. We then analyze the weakness of each airline’s service operation and make suggestions for improvement.
For demonstration analysis, the survey of domestic air cargo forwarders revealed that Reliability>Responsiveness> Supply ability>Security in important order in air cargo service quality dimension. In the context of this paper, we considered four models-unweighted SERVQUAL, unweighted SERVPERF, weighted SERVQUAL, and weighted SERVPERF–for our investigation into which is the most suitable model in the air cargo service sector with testing of goodness of fit by three criteria. Our results indicate that the most suitable model for the air cargo service sector is the weighted SERVPERF model.
Details
Keywords
Sejeong Kim, Soomin Lee, Hyemin Oh, Jimyeong Ha, Jeeyeon Lee, Yukyung Choi, Yewon Lee, Yujin Kim, Yeong-Eun Seo and Yohan Yoon
Gut microbial changes are associated with diseases such as obesity and type 2 diabetes and may be influenced by diet patterns. Thus, this paper aims to investigate the effects of…
Abstract
Purpose
Gut microbial changes are associated with diseases such as obesity and type 2 diabetes and may be influenced by diet patterns. Thus, this paper aims to investigate the effects of alcohol, sodium chloride (NaCl) and dietary restriction on the composition of the gut microflora.
Design/methodology/approach
Five-week-old male C57BL/6N mice were orally administered by gavage with ethanol (ET; 4 g/kg), 200 µL of 6% NaCl (NC), or equivalent volumes of phosphate-buffered saline (ET-control and NC-control) every two days for 10 weeks. The mice were also orally administered by gavage with the recommended diet (RD-control; 3 g per mouse per day), or with 40% (RD-40) or 60% restricted level (RD-60). DNA samples obtained from mice ceca were sequenced using the Illumina MiSeq Sequencing system; raw data were analyzed using BIOiPLUG software.
Findings
This study shows that high ethanol and NaCl consumption, and diet restriction can change the composition of the intestinal microflora, especially Akkermansia muciniphila in ET (p = 0.0050) and NT (p = 0.0366) groups. In addition, the ratio of Bacteriodetes/Firmicutes and the diversity of microflora were generally reduced (p = 0.0487-0.4929).
Originality/value
These results raise the possibility of a relationship between diet patterns, change of intestinal microbiome and disease, which must be further evaluated.
Details
Keywords
Ha-Won Jang, Joanne Jung-Eun Yoo and Meehee Cho
Blockchain technology has created possibilities for environmental supply chain sustainability and climate protection. However, because of its early development stage, users tend…
Abstract
Purpose
Blockchain technology has created possibilities for environmental supply chain sustainability and climate protection. However, because of its early development stage, users tend to resist the adoption of this new technology. The purpose of this study is to investigate the effects of resistance on blockchain adoption intentions in the context of the foodservice industry. This study further explores if public pressures and climate change awareness could possibly weaken the negative relationships between blockchain resistance and adoption intentions.
Design/methodology/approach
Data were collected from managers and full-time employees in the foodservice industry, using an online research panel survey. A structural equation model was developed and tested to examine the hypothesized relationships. Additionally, a multi-group analysis was performed to test the moderating roles of public pressures and climate change awareness.
Findings
The findings from this study confirmed that foodservice employees’ characteristics, including traditional barriers, and blockchain technology factors, like perceived risk, are both significant in forming resistance to blockchain. This study also demonstrated the significant roles of internal and external stakeholders in weakening the negative associations between blockchain resistance and adoption intentions.
Research limitations/implications
This study recommends that foodservice companies address how to reduce their employees’ negative perceptions about changes imposed by blockchain adoption. This study also suggests the joint consideration of the pressures from internal and external stakeholders to provide continued insights into developing environmental practices for the foodservice industry.
Originality/value
This study extends the theoretical underpinning of the innovation resistance theory by incorporating the stakeholder theory as a strong foundation for understanding how external pressures and internal awareness may influence foodservice employees’ responses to the implementation of blockchain technology to mitigate climate change.
Details
Keywords
This chapter presents an empirical effort for the theoretical applicability of sport diplomacy to sport for development (SFD) research by examining how sport played a role in…
Abstract
This chapter presents an empirical effort for the theoretical applicability of sport diplomacy to sport for development (SFD) research by examining how sport played a role in pursuing South Korea's development at given four historical stages: (1) A prelude to Korean SFD before 1945, (2) sport for a new Korea between 1945 and 1960, (3) sport for developmental state between 1961 and 1979, and (4) sport for coming-out parties of the 1980s. This chapter supports current scholarly attempts to situate the 21st century sport for development (SFD) within the history of sport for social good, as well as approaches integrating the role of sport in the 19th century colonization and/or in the modern version of development during the post-war era. By adding an Asian case (South Korea), this chapter contributes to existing SFD literature mostly focusing on Western countries and their former colonies in Africa and South/Central America. It also contributes to the understanding of soft power's dualistic characteristics that direct domestic and international audiences with a new insight into the sport-development nexus in the history of South Korea.
Details
Keywords
Yoon-Na Cho, Ha Eun Kim and Nara Youn
During these unprecedented times, acts of charity are deemed essential to help individuals in need and support the social safety net. Given the importance of prosocial behavior…
Abstract
Purpose
During these unprecedented times, acts of charity are deemed essential to help individuals in need and support the social safety net. Given the importance of prosocial behavior for survival through the coronavirus disease 2019 (COVID-19) outbreak, the authors investigate the effects of partitioning experiential consumption and self-construal on consumer responses.
Design/methodology/approach
Based on the literature on partitioning and self-construal, the findings across three experimental studies provide novel insights into the interplay between partitioning and self-construal, and offer psychological processes on prosocial and behavioral intention.
Findings
Individuals with predominantly independent (vs. interdependent) self-construals and those primed with independent (vs. interdependent) self-construals showed higher prosocial intention when the experiential product ad was in an aggregated (vs. partitioned) format. The fit between the type of format and self-construal leads to the high control coping mechanism, and ultimately prosocial intention.
Originality/value
Partitioning experiential consumption has not been directly examined using self-construal, providing novel insights into consumer reactions during the pandemic. This paper provides practical implications to practitioners and researchers to better understand and adapt to shifting digital consumption patterns.
Details
Keywords
Soyeon Kim, Jae-Eun Chung and YongGu Suh
This paper aims to explore multiple reference effects with regard to customers’ post-consumption evaluations in a cross-cultural context. The authors propose to test an…
Abstract
Purpose
This paper aims to explore multiple reference effects with regard to customers’ post-consumption evaluations in a cross-cultural context. The authors propose to test an integrative model of three types of reference effects (disconfirmation, attractiveness of alternatives and self-image congruity) and their relationship to customers’ evaluations associated with satisfaction and loyalty. Additional insight into the link between reference points and customer satisfaction is provided by examining the moderating influence of the cultural orientation of customers: South Korean (an Eastern, collectivist and high uncertainty avoidance culture) versus American (a Western, individualistic and low uncertainty avoidance culture).
Design/methodology/approach
The data for this study were collected through a Web-based survey. Based on a sample of 723 Korean and American consumers, multi-group analysis of structural equation modeling was used to test the proposed model and the moderating effect of culture.
Findings
Overall, the results indicated that American customers’ use of reference points in their post-consumption evaluations is significantly different from that of Korean customers. Specifically, disconfirmation had a stronger effect on Korean customers than on their American counterparts, whereas the attractiveness of alternatives had a stronger effect on American customers than on those from Korea. Moreover, self-image congruity was found to be equally important in both cultures.
Research limitations/implications
Owing to the comparison of American and Korean participants in this study, these results may not be applied to customers from other countries. Moreover, the study is limited to post-consumption evaluations in restaurants and generalization of the results to other industries may be ill advised. Thus, further research is required to replicate the results and include customers from different countries in more diverse consumption settings.
Practical implications
The findings provide useful guidance for efficient marketing strategies to generate positive consumer outcomes across borders. Marketers must consider the interaction of cultures and customers to better understand customer perceptions and evaluations about their experiences. This understanding will enable the marketers to more effectively communicate with their target markets and allow them to tailor advertising to different segments of their customer base contingent upon their cultural orientations.
Originality/value
Although the role of reference effects has begun to attract considerable interest among consumer behavior researchers, much of this research has been conducted in a single cultural context. Because the global economy is becoming increasingly cross-cultural, it is valuable to conduct international consumer research to further the understanding of consumers’ post-consumption evaluation processes using multiple reference points from a global perspective.