Chen Chen, Jia Luo and Jiajing Hu
Marketers of new brands increasingly utilize complex names to draw consumers’ attention. Although complexity can make a brand stand out, whether it encourages or discourages…
Abstract
Purpose
Marketers of new brands increasingly utilize complex names to draw consumers’ attention. Although complexity can make a brand stand out, whether it encourages or discourages consumers’ patronage intention remains unclear. To address this issue, the research explores the double-edged sword of brand name complexity on consumers’ patronage intention, mediated by uniqueness perception and psychological distance. It also examines the moderating effect of brand self-introduction.
Design/methodology/approach
Three between-subjects experimental studies were conducted across different scenarios and brands. In Study 1 (N = 151), a single-factor (simple name vs complex name) between-subject design examined the mediating effect of uniqueness perception between brand name complexity and consumers’ patronage intention. Study 2 (N = 112) replicated this design to test the mediating effect of psychological distance. Study 3 (N = 231) conducted a 2 (simple vs complex name) × 2 (no introduction vs self-introduction) between-subject design to test the moderating effect.
Findings
The results indicate that a complex brand name (vs simple) can make the brand appear more unique, thereby increasing patronage intention. However, complexity also creates a sense of psychological distance, which can reduce patronage intention. Further, our results reveal that brand self-introduction can attenuate the association between brand name complexity and psychological distance.
Originality/value
This research extends brand name strategy literature by addressing the dual impact of brand name complexity on patronage intention, particularly emphasizing the impact of brand name complexity on psychological distance for a new brand. Additionally, the findings offer practical insights for marketers, highlighting that brand self-introduction is a key strategy to reduce psychological distance. This underscores the importance of balancing complexity with clear and effective communication.
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Jia Luo, Yongqiang Li and Yu Che
Regarding the interpersonal influence of customer anger on frontline employees (FLEs) in service encounters, existing findings remain mixed. Building on emotion as a social…
Abstract
Purpose
Regarding the interpersonal influence of customer anger on frontline employees (FLEs) in service encounters, existing findings remain mixed. Building on emotion as a social information model and appraisal theory, this study aims to focus on two dimensions of customer anger – intensity and relevance with FLEs and examined their divergent effects on FLEs’ immediate recovery performance.
Design/methodology/approach
This study conducted a questionnaire survey of 366 Chinese FLEs in the hospitality and tourism industries. Hierarchical regressions and bootstrap analysis for nonlinear mediated relationships were used to test the hypotheses.
Findings
The results suggested a U-shaped curvilinear relationship between the intensity of customer anger and FLEs’ recovery performance and a positive linear relationship between relevance with FLEs of customer anger and FLEs’ recovery performance. Moreover, the mediating effects of FLEs’ emotional anger and cognitive perceived threat were confirmed.
Practical implications
Service managers should improve FLEs’ awareness of unconscious emotional contagion and encourage them to shoulder responsibility actively even if customer anger is not related to them. In addition, complaining customers can learn how to strategically express anger to get good remedies.
Originality/value
This paper examines the divergent effects of two dimensions of customer anger on FLEs, advancing the understanding of customer anger in the service interaction. It is also the first to suggest the U-shaped nonlinear effect of customer anger intensity on employees’ service outcomes and its underlying mechanisms, reconciling mixed findings.
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Yuwen Cen, Changfeng Wang and Yaqi Huang
In recent years, counterproductive knowledge behavior (CKB) and its types have received increasing interest in knowledge management as the degree of knowledge sharing and…
Abstract
Purpose
In recent years, counterproductive knowledge behavior (CKB) and its types have received increasing interest in knowledge management as the degree of knowledge sharing and innovation in enterprises continues to increase. A rapidly growing number of studies have shed light on the important antecedents and consequences of employees’ CKB. However, the various labels, conceptualizations and operationalizations of CKB have fragmented this body of research. This study aims to systematically integrate the effects of the six types of organizational characteristics on CKB and further draws more general conclusions based on the results of previous studies.
Design/methodology/approach
Based on a survey of 103 effect values responsible for 52 CKB samples, the authors use the ABC theory to explore the effects of the six types of organizational characteristics on CKB. Moderator analysis were performed to resolve inconsistencies in empirical studies and understand the contexts under which CKB has the strongest or weakest effect.
Findings
The results showed that task interdependence and a positive organizational atmosphere, in general, negatively affect employees’ CKB in the moderation analysis. In contrast, workplace discomfort, negative organizational atmosphere, internal competition and time pressure positively and partly affect employees’ CKB. The direction and magnitude of these effects were affected by emotional factors, knowledge personnel types and sample sources. Discussing the theoretical, methodological and practical implications of these findings can offer a guiding framework for future research.
Originality/value
Better control of employees’ CKB is not achieved by adjusting organizational characteristics alone but by combining personal characteristics and mood changes with it to balance organizational characteristics and CKB. Furthermore, the large-sample joint study integrated the conceptual definition of CKB. The multivariate data study provided more reliable conclusions and a solid theoretical foundation for CKB research areas.
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Chengcheng Liao, Xin Wen, Shan Li and Peiyuan Du
Companies increasingly leverage artificial intelligence (AI) to enhance human performance, particularly in e-commerce. However, the effectiveness of AI augmentation remains…
Abstract
Purpose
Companies increasingly leverage artificial intelligence (AI) to enhance human performance, particularly in e-commerce. However, the effectiveness of AI augmentation remains controversial. This study investigates whether, how and why AI enhances human agents’ sales through a randomized field experiment.
Design/methodology/approach
This study conducts a two-by-two factorial randomized field experiment (N = 1,090) to investigate the effects of AI augmentation on sales. The experiment compares sales outcomes handled solely by human agents with those augmented by AI, while also examining the moderating effect of agents’ experience levels and the underlying mechanisms behind agents’ responses.
Findings
The results reveal that AI augmentation leads to a significant 5.46% increase in sales. Notably, the impact of AI augmentation varies based on agents’ experience levels, with inexperienced agents benefiting nearly six times more than their experienced counterparts. Mediation analysis shows that AI augmentation improves response timeliness, accuracy and sentiment, thereby boosting sales.
Originality/value
This study highlights the role of AI augmentation in human–AI collaboration, demonstrates the varying impacts of AI augmentation based on agents’ experience levels and offers insights for organizations on how to regulate AI augmentation to enhance agent responses and drive sales.
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Ai Yue, Bin Tang, Yaojiang Shi, Jingjing Tang, Guanminjia Shang, Alexis Medina and Scott Rozelle
The purpose of this paper is to describe the policy and trends in rural education in China over the past 40 years; and also discuss a number of challenges that are faced by…
Abstract
Purpose
The purpose of this paper is to describe the policy and trends in rural education in China over the past 40 years; and also discuss a number of challenges that are faced by China’s rural school system.
Design/methodology/approach
The authors use secondary data on policies and trends over the past 40 years for preschool, primary/junior high school, and high school.
Findings
The trends over the past 40 years in all areas of rural schooling have been continually upward and strong. While only a low share of rural children attended preschool in the 1980s, by 2014 more than 90 percent of rural children were attending. The biggest achievement in compulsory education is that the rise in the number of primary students that finish grade 6 and matriculate to junior high school. There also was a steep rise of those going to and completing high school. While the successes in upscaling rural education are absolutely unprecedented, there are still challenges.
Research limitations/implications
This is descriptive analysis and there is not causal link established between policies and rural schooling outcomes.
Practical implications
The authors illustrate one of the most rapid rises of rural education in history and match the achievements up with the policy efforts of the government. The authors also explore policy priorities that will be needed in the coming years to raise the quality of schooling.
Originality/value
This is the first paper that documents both the policies and the empirical trends of the success that China has created in building rural education from preschool to high school during the first 40 years of reform (1978-2018). The paper also documents – drawing on the literature and the own research – the achievements and challenges that China still face in the coming years, including issues of gender, urbanization, early childhood education and health and nutrition of students.
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Talshyn Tokyzhanova and Susanne Durst
The purpose of this systematic literature review (SLR) is to examine the theoretical landscape of knowledge hiding (KH) research, identifies prevailing theories, the different…
Abstract
Purpose
The purpose of this systematic literature review (SLR) is to examine the theoretical landscape of knowledge hiding (KH) research, identifies prevailing theories, the different ways KH is understood within these theories and the underlying assumptions that shape these views. Based on this, ideas for further research are derived to advance the theoretical basis of KH studies.
Design/methodology/approach
Using a theory-based SLR, the authors analysed 170 scientific papers from Scopus and Web of Science. This involved thematic analysis to categorise theories frequently applied in KH research and a detailed examination to link core assumptions to these theoretical perspectives.
Findings
The analysis revealed a reliance on 86 distinct theories, with a notable emphasis on social exchange theory and conservation of resources theory. KH is predominantly conceptualised as a negative, objective, reactive and relational behaviour rooted in social reciprocity and resource conservation. The review uncovers the multifaceted nature of KH, challenging the field to incorporate broader theoretical views that encompass positive aspects, subjective experiences, strategic intentions and non-relational determinants of KH.
Originality/value
To the best of the authors’ knowledge, this is the first study to systematically map and analyse the theoretical underpinnings of KH research. It offers a unique contribution by categorising the diverse theories applied in KH studies and explicitly linking these theories to their inherent assumptions about KH. This approach provides a comprehensive overview that not only identifies gaps in the current research landscape but also proposes alternative theoretical perspectives for exploring KH, thereby setting a new direction for future studies in this field.
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Mohammad Islam Biswas, Md. Shamim Talukder and Atikur Rahman Khan
Firms have already begun integrating artificial intelligence (AI) as a replacement for conventional performance management systems owing to its technological superiority. This…
Abstract
Purpose
Firms have already begun integrating artificial intelligence (AI) as a replacement for conventional performance management systems owing to its technological superiority. This transition has sparked a growing interest in determining how employees perceive and respond to performance feedback provided by AI as opposed to human supervisors.
Design/methodology/approach
A 2 x 2 between-subject experimental design was employed that was manipulated into four experimental conditions: AI algorithms, AI data, highly experienced human supervisors and low-experience human supervisor conditions. A one-way ANOVA and Welch t-test were used to analyze data.
Findings
Our findings revealed that with a predefined fixed formula employed for performance feedback, employees exhibited higher levels of trust in AI algorithms, had greater performance expectations and showed stronger intentions to seek performance feedback from AI algorithms than highly experienced human supervisors. Conversely, when performance feedback was provided by human supervisors, even those with less experience, in a discretionary manner, employees' perceptions were higher compared to similar feedback provided by AI data. Moreover, additional analysis findings indicated that combined AI-human performance feedback led to higher levels of employees' perceptions compared to performance feedback solely by AI or humans.
Practical implications
The findings of our study advocate the incorporation of AI in performance management systems and the implementation of AI-human combined feedback approaches as a potential strategy to alleviate the negative perception of employees, thereby increasing firms' return on AI investment.
Originality/value
Our study represents one of the initial endeavors exploring the integration of AI in performance management systems and AI-human collaboration in providing performance feedback to employees.
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Bin Zhang, Qizhong Yang and Qi Hao
Drawing on social information processing theory, this study constructs a multilevel moderated mediation model. This model seeks to delve into the intricate and previously…
Abstract
Purpose
Drawing on social information processing theory, this study constructs a multilevel moderated mediation model. This model seeks to delve into the intricate and previously overlooked interplay between supervisor bottom-line mentality (BLM) and knowledge hiding. Within this context, we introduce self-interest as a mediating factor and incorporate performance climate as a team-level moderating variable.
Design/methodology/approach
The time-lagged data involve 336 employees nested in 42 teams from 23 automobile sales companies in five regions of China. The analysis was meticulously executed using Hierarchical Linear Modeling, complemented by bias-corrected bootstrapping techniques.
Findings
The findings reveal that self-interest acts as a full mediator in the positive link between supervisor BLM and knowledge hiding. Furthermore, the performance climate plays a moderating role in both the relationship between supervisor BLM and self-interest, and the entire mediation process. Notably, these relationships are intensified in environments with a high performance climate compared to those with a low one.
Originality/value
This research stands as one of the pioneering efforts to integrate supervisor BLM into the discourse on knowledge hiding, elucidating the underlying psychological mechanisms and delineating the boundary conditions that shape the “supervisor BLM–knowledge hiding” relationship. Further, our insights provide organizations with critical guidance on strategies to curtail knowledge hiding among their employees.
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Amitabh Anand, Florian Offergelt and Payal Anand
Because of its impact on organisational growth, innovation and employee performance, knowledge hiding (KH) as a construct has gained increased attention from scholars and…
Abstract
Purpose
Because of its impact on organisational growth, innovation and employee performance, knowledge hiding (KH) as a construct has gained increased attention from scholars and practitioners in recent years. The purpose of this paper is to conduct a systematic review of the existing literature on KH and take the stock of the current literature, identify research streams and offer recommendations on areas where KH may be investigated further.
Design/methodology/approach
In this study, the authors used systematic review methods to investigate the current state of KH research, and using thematic coding, the authors identified the current research streams and offer directions for future research.
Findings
The review of literature identified geographic representation of KH research, methodological approaches to explore KH and the prominent theories adopted to investigate KH, and through research synthesis, the antecedents and moderators/mediators of KH were identified. Subsequently, the authors also found seven research streams where KH has been predominantly studied. Finally, the authors provide suggestions of where the future research in KH might be headed.
Originality/value
This paper is one of the few to offer systematic review of KH literature and identify unexplored areas to be investigated in future research – which is the integral part of knowledge management process.
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Shazia Nauman, Muhammad Zain Tahir, Fouzia Hadi Ali and Muhammad Saleem Ullah Khan Sumbal
This study examines how project leaders’ knowledge hiding influences project performance via project employee creativity, employing the conservation of resources theory. Further…
Abstract
Purpose
This study examines how project leaders’ knowledge hiding influences project performance via project employee creativity, employing the conservation of resources theory. Further, we investigate how mastery motivational climate (MMC) moderates the project employee creativity and project performance relationship.
Design/methodology/approach
Employing purposive sampling design, two-wave data (N = 245) was collected with a gap of three weeks from employees working in R&D departments in private software development project-based organizations located in Lahore, Pakistan.
Findings
Results suggest that leaders’ knowledge hiding does impede project employee creativity and negatively influence project performance. In addition, MMC was found to accentuate the relationship between project employee creativity and project performance.
Practical implications
This study offers notable insights into the knowledge hiding literature from a top-down perspective within the project management domain relating to IT projects. This study’s findings pose implications for practitioners and project-based organizations who are interested in counteracting the adverse effects of knowledge hiding on project performance.
Originality/value
This study proposes a novel approach to job design by considering resource scarcity caused by a leader’s knowledge hiding as a job demand, along with the achievement goal perspective driven by a mastery or goal orientation. To understand these two perspectives, we rely on the conservation of resources (COR) theory to describe how a leader’s knowledge hiding affects project performance through project employee creativity, moderated by mastery motivational climate.