Search results

This paper aims to explore the effectiveness of customer inoculation strategies in the context of AI service failures in the hospitality and tourism industries. Furthermore, it examines how these strategies can enhance customer complaint behavior and satisfaction with service recovery, thereby improving the overall service experience.

Four distinct studies were conducted: Study 1 investigated the influence of customer inoculation on complaint behavior post-AI service failure. Study 2 assessed the impact of service remedies on customer satisfaction. Study 3 explored the implications of initial purchase and usage intentions. Finally, Study 4 validated the findings using a large-scale online survey.

The results indicated that customer inoculation significantly increases customer complaint behavior and satisfaction with service remedies following AI service failures. They also showed that this relationship is mediated by psychological distance. Furthermore, customer inoculation positively affects initial purchase and usage intentions, demonstrating effectiveness at various customer engagement stages.

This study enriches the literature on AI hospitality service failure and recovery by introducing the novel concept of customer inoculation. Additionally, it significantly contributes to the inoculation theory literature, which covers diverse fields. Practically, this study proposes an efficient and low-cost strategy for marketers.

This study introduces the concept of customer inoculation in the context of AI service failures, a novel approach in the hospitality and tourism literature. It provides empirical evidence of the efficacy of the strategy, bridging a crucial gap in understanding customer behavior in the face of technological disruptions.

XML emerges and evolves quick and fast as Web and wireless technology penetrates more into the consumer marketplace. Database technology faces new challenges. It has to change to play the supportive role. Web and wireless applications master the technology paradigm shift. XML and database connectivity and transformation become critical. Heterogeneity and interoperability must be distinctly tackled. In this paper, we provide an in‐depth and technical review of XML and XML database technology. An analytic and comparative framework is developed. Storage method, mapping technique, and transformation paradigm formulate the framework. We collect and compile the IBM, Oracle, Sybase, and Microsoft XML database products. We use the framework and analyze each of these XML database techniques. The comparison and contrast aims to provide an insight into the structural and methodological paradigm shift in XML database technology.

There has been contradictory evidence as to whether implicit attitudes are more indicative of food consumption behavior than explicit attitudes. The purpose of this paper is to clarify the predictive validity of implicit attitudes for food consumption behaviors with two popular indirect measures – the implicit association test (IAT) and the affective misattribution procedure (AMP).

The authors examined the predictive validity of the IAT and AMP for focal and incidental food consumption behaviors (n=277).

Results revealed that the IAT and the AMP were more context-dependent than initially expected. The IAT only predicted incidental consumption behaviors in Study 1, and the AMP only predicted incidental consumption behaviors when preceding the IAT. However, the indirect measures provided unique variance for predicting incidental consumption behaviors. Only a direct, self-report measure predicted focal behaviors.

These findings suggest that both the AMP and the IAT can predict incidental consumption behaviors, but the presence and strength of these effects may be moderated by unsuspected variables such as task order.

The current study provides evidence for the benefits of utilizing implicit measures in addition to self-report measures during consumer and market research.

This research reevaluates the predictive validity of the IAT and AMP for food consumption behaviors and employs two measures of food consumption behaviors.

The purpose of this paper is to investigate the relationship between distributive justice, procedural justice, and turnover intentions for Millennial employees working in the public accounting environment.

Data collection utilized an online survey sent to members of a regional certified public accountant organization (n=75).

Lower levels of both distributive and procedural justice predicted higher turnover intentions, controlling for gender and job tenure. Procedural justice was found to have a stronger relationship with turnover intentions than distributive justice for Millennial public accountants.

The public accounting industry is facing a crisis based on the shortage of staff and senior level accountants, which are primarily Millennial employees. The study results have practical implications for public accounting firms. The findings suggest that the fairness of organizational processes could impact Millennials’ turnover intentions more than the fairness of organizational rewards. Employers could use this information to manage levels of procedural justice, which could reduce turnover intentions, actual turnover, and other byproducts of the staffing shortage.

This study examined the relationship between organizational justice and Millennial turnover intentions in public accounting. The study replicated the findings of some prior studies in a purely Millennial sample in the public accounting context and addressed some of the contradictory results seen previously related to organizational justice. As the public accounting industry has an abnormally large percentage of Millennial employees, these findings may be applied to other environments as the Millennial population in the workforce increases.

While job insecurity generally impedes performance, there may be circumstances under which it can prompt performance. The purpose of this paper is to examine a specific situation (reorganization) in which job insecurity may prompt task and contextual performance. The authors propose that performance can represent a job preservation strategy, to which employees may only resort when supervisor-issued ratings of performance are instrumental toward securing one’s job. The authors hypothesize that because of this instrumentality, job insecurity will motivate employees’ performance only when they have low intrinsic motivation, and only when they perceive high distributive justice.

In a survey study among 103 permanent employees of a company in reorganization, the authors assessed perceived job insecurity, intrinsic motivation and perceived distributive justice. Supervisors rated employees’ overall performance (task performance and organizational citizenship behaviors).

Multilevel analyses showed that job insecurity was only positively related to supervisor-rated overall performance among employees with low intrinsic motivation and, unexpectedly, among employees who experienced low distributive justice. Results were cross-validated using employees’ self-rated performance, replicating the findings on distributive justice but not the findings on intrinsic motivation.

The results can inform future research on the specific situations in which job insecurity may prompt job preservation efforts, and call for research to uncover the mechanisms underlying employees’ negative and positive responses to job insecurity. The results and associated implications of this study are largely based on conceptual evidence. In addition, the cross-sectional design warrants precaution about drawing causal inferences from the data.

By combining insights from coping responses and threat foci, this study advances the understanding of when and why job insecurity may prompt performance.

This study aims to explore some benefits and challenges of establishing an international accreditation for teacher education institutions (TEIs) by AsTEN Quality Assurance Agency. This specific accreditation agency is expected to improve the quality of teaching, learning and research at TEIs in ASEAN region.

The qualitative study generates data from questionnaires and online semi-structured interviews among ASEAN academics. They work as teacher educators in Indonesia, Singapore, Thailand and Malaysia.

As findings show, participating academics from Indonesia, Singapore, Malaysia, the Philippines, Thailand and Brunei Darussalam believe that it is necessary to have a specific international accreditation agency that can properly accommodate particular standards of teacher education. This accommodation is expected to increase the governance of quality teaching, learning and researching to prepare more competent and professional future teachers. Participating academics also acknowledge some potential challenges this specific accreditation agency may have, including local acceptance by national governments in ASEAN region and global acknowledgement from international accrediting agencies, mostly based in Global North countries.

The study only involves academics in five ASEAN countries of Indonesia, Malaysia, Singapore, Thailand and the Philippines so that it may have less international acceptance.

The study also identifies aspects and mechanisms of blended online-onsite international accreditation application for TEIs, which grows its significance because of technological advancement, efficiency and prolonged COVID-19 pandemic.

The study provides a digital accreditation system for TEIs, particularly in ASEAN region. This originality is important in this era of Internet of Things.

This study aims to empirically analyze the impact of digital on tourism employment. It investigates how different dimensions of digital economy affect tourism employment.

Using the data of 31 provinces in China from 2003 to 2022, this study makes an empirical analysis through the fixed effect model.

The results show that the digital economy has a significant negative impact on tourism employment, which has passed endogeneity and robustness tests. Specifically, digital platforms and digital users have a negative impact on tourism employment. Digital industries have a positive impact on tourism employment. In addition, product innovation and process innovation play a partial mediating role in the digital industries mechanism that affects tourism employment.

This study has significant practical implications for reducing tourism unemployment risks caused by digital platforms and users. It is crucial to expand the benefits of digital industry growth to enhance employment.

This study contributes to enhancing both theoretical frameworks and empirical insights into tourism employment. To the best of the authors’ knowledge, this is one of the first studies to attempt to empirically analyze the impact of digital economy on tourism employment. This study also advances this body of knowledge by highlighting the mediating effect of innovation.

本研究旨在实证分析数字经济对旅游业就业的影响, 并探讨数字经济的不同维度如何影响旅游业就业。

本研究利用2003年至2022年中国31个省份的数据, 通过固定效应模型进行实证分析。

结果显示, 数字经济对旅游业就业具有显著的负面影响, 并通过了内生性和稳健性检验。具体而言, 数字平台和数字用户对旅游业就业产生负面影响, 而数字产业对旅游业就业具有正面影响。此外, 产品创新和过程创新在数字产业影响旅游业就业的机制中起到了部分中介作用。

本研究对于降低由数字平台和用户引起的旅游业失业风险具有重要的实践意义。扩大数字产业增长的就业效益是关键所在。

本研究有助于增强旅游业就业的理论框架和实证洞见。它是首次尝试实证分析数字经济对旅游业就业影响的研究之一。此外, 本研究通过强调创新的中介效应, 推进了这一领域的知识体系。

This study aims to empirically analyze the impact of technological innovation on the quantity and quality of employment in the hospitality industry.

Using the data of 30 provinces in China from 2010 to 2020, this paper makes an empirical analysis through the fixed effect model.

The results show that process innovation has a significant positive impact on employment quantity, while product innovation has a significant negative impact on employment quantity. The creative effect of process innovation and the substitution effect of product innovation offset each other, so in the long run, the impact of technological innovation on employment quantity is not significant. However, technological innovation has significantly improved the employment quality of the hospitality industry.

Because technological innovation has replaced part of the labor force, hospitality could guide the labor force in a positive direction. To promote innovation and retain talents, hotels should train employees’ digital thinking and attract high-skilled talents.

This research is unique in using process innovation and product innovation as the main measurement indicators of technological innovation, unlike previous studies that often relied on technological progress to conclude.

In our 10th volume of Research in Occupational Stress and Well Being, we offer eight chapters that examine the role of the economic crisis in occupational stress and well being research. The first three chapters are considered more general overviews, and each examines a different aspect of economic stress and well being. Our lead chapter, by Songqi Liu and Mo Wang, provides an in-depth review of perceived overqualification. They develop and present a multilevel model of perceived overqualification that explicitly addresses antecedents, consequences, as well as the intermediating linkages within the relationships. The second chapter by Mindy K. Shoss and Tahira M. Probst also takes a multilevel approach by examining outcomes of economic stress. Specifically, they discuss how employee experiences with economic stress give impetus to emergent outcomes and employee well being. In our third overview chapter, Aimee E. A. King and Paul E. Levy develop a theoretical framework for organizational politics in an economic downturn. Specifically, they propose an integrative model that examines the role of the economic downturn, politics, and well being.

Although the measurement of self‐leadership (RSLQ) has been developed and validated with samples from the USA with promising reliability and construct validity, its generalizability to the Chinese context is problematic. The purpose of this study is to modify the existing self‐leadership scale (RSLQ) in order to make the application of self‐leadership theory and measurement more relevant to the Chinese culture. This modification includes: enhancing the generalization of self‐leadership measurement to the Chinese context by refining the items of four existing dimensions (self‐observation, evaluations of beliefs and assumptions, natural rewards, and self‐punishment) found to have low‐reliabilities in one previous validation study; and extending the breadth of some self‐leadership components based on the cross‐cultural theory about self‐concept differences between individualism and collectivism. Three self‐leadership subscales are newly developed through extending three self‐leadership components (natural rewards, self‐observation, and evaluating beliefs and assumptions) with the incorporation of social/relation‐based features associated with collectivism.

The modified RSLQ was administered to 569 Chinese students. The reliability and construct validity of this modified self‐leadership scale was explored using exploratory (EFA) and confirmatory factor analysis (CFA). Test of association with self‐efficacy was also examined.

Results from the EFA demonstrated good reliability and stable factor structure for the modified scale and CFA demonstrated acceptable model fit for 11 factors of the modified self‐leadership scale. Most notably, the refinement of four existing dimensions (self‐observation, evaluations of beliefs and assumptions, natural rewards, and self‐punishment), which had failed to reach acceptable levels of reliability in Neubert and Wu's Chinese sample, showed increases above the commonly recommended level of 0.7. Two new extended dimensions, relation‐based natural rewards and social‐oriented evaluation of beliefs and assumptions, consistently emerged in two independent student samples. More interestingly, the items of another extended dimensions, relation‐based self‐observation consistently merged with the task‐based self‐observation (the original subscale) to form one factor, suggesting that, in Chinese culture, task‐based self‐observation cannot be separated from relation‐based self‐observation. The modified RSLQ was also positively and strongly associated with self‐efficacy.

Further validation work is required to examine whether the refined RSLQ could be generalized to another collectivistic country such as Korea or Japan.

Managers will benefit from understanding how culture shapes an individual's use of self‐leadership strategies.

The study makes a significant contribution to the universal application and generalizability of self‐leadership measurement to the Chinese population. The validation works to support the belief that the modified 38‐item RSLQ is a superior measure with higher internal consistency and more stable factor structure than that of the existing instrument, which could be generalized to a Chinese context.