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Article
Publication date: 11 June 2018

Sungha Jang, Jinsoo Kim, Reo Song and Ho Kim

Actual product-harm crises pose significant challenges to firms, but so can defaming product-harm crises, which are defined as crises caused by false or malicious rumors made by…

2306

Abstract

Purpose

Actual product-harm crises pose significant challenges to firms, but so can defaming product-harm crises, which are defined as crises caused by false or malicious rumors made by consumers or competing firms. Unlike typical product-harm crises, in defaming product-harm crises, the truth often emerges only after substantial damage has been done to the victim firm. Thus, crisis management strategies in these two cases may be different. The paper aims to discuss these issues.

Design/methodology/approach

Using a defaming product-harm crisis that involved two competing firms, this paper examines how the firms changed their advertising strategies and how the changes affected consumers’ online search behavior regarding the two firms.

Findings

The analyses show that after the crisis, the offending firm sensitively reacted to its own and the victim firm’s advertising levels, but the victim firm did not react to the offending firm’s advertising as it had previously. The effectiveness of advertising on consumers’ online search weakened for both firms after the crisis.

Originality/value

The paper provides a new insight about marketing strategies and their effectiveness in the product-harm crisis literature.

Details

Asia Pacific Journal of Marketing and Logistics, vol. 30 no. 3
Type: Research Article
ISSN: 1355-5855

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Article
Publication date: 10 October 2024

Gus Guanrong Liu, Pierre Benckendorff and Gabby Walters

This paper aims to synthesize the evolving research of human–robot interaction (HRI) in the hospitality and tourism industry, identifying gaps and setting directions for future…

210

Abstract

Purpose

This paper aims to synthesize the evolving research of human–robot interaction (HRI) in the hospitality and tourism industry, identifying gaps and setting directions for future research.

Design/methodology/approach

Using a mixed-method approach, the study combines inductive co-citation analysis with deductive theory-context-characteristics-methodology analysis.

Findings

The findings trace the progression of HRI knowledge from initial feasibility and acceptance studies to advanced post-adoption experience management. The analysis identifies prevalent theories such as anthropomorphism theory, specific contexts like hotel environments, diverse robot types (e.g. embodied robots), outcome measures (e.g. use intention) and methodologies predominantly comprising survey-based analyses and experimental approaches. The analysis not only illuminates areas of research attention but also uncovers under-explored topics, offering a roadmap for future inquiry in tourism and HRI research.

Originality/value

The paper contributes to the literature by providing a structured framework that not only maps the intellectual structure of HRI research in tourism but also proposes a cohesive integration of disparate theories and methodologies, addressing both practical and academic gaps.

目的

本研究旨在综合分析和综述酒店和旅游行业中的人机交互 (HRI) 研究现状, 以识别当前的知识空白并为未来研究指明方向。

设计/方法/途径

本文采用了结合归纳推理的共引分析和演绎推理的理论-背景-特征-方法论 (TCCM) 框架的混合方法进行分析。

研究发现

研究结果追踪了人机交互研究从初步的可行性和接受性分析到高级的采纳后体验管理的知识发展历程。本文识别并分析了广泛被应用的各个学科理论(例如拟人化理论等)、被研究的具体应用场景(例如酒店环境等)、各类机器人(例如具身化机器人等)、多种结果变量(例如使用意图等)以及被使用的方法论(例如基于调查的分析和实验法等)。本研究不仅揭示了当前研究的重点领域, 而且还指出了尚未被充分探索的主题, 从而为未来的旅游人机交互 (HRI) 研究提供了清晰的研究路线。

原创性/价值

通过提供结构化的研究框架, 本文不仅描绘了旅游领域中人机交互研究的知识结构, 还提出了一个整合不同视觉的新研究框架, 以弥合实践与学术之间的差距。

Propósito

Este artículo tiene como objetivo sintetizar la investigación en evolución sobre la interacción humano-robot (HRI) en la industria de la hospitalidad y el turismo, identificando lagunas y estableciendo direcciones para futuras investigaciones.

Diseño/Metodología/Enfoque

Empleando un enfoque de método mixto, el estudio combina un análisis de cocitación inductivo con un análisis deductivo de Teoría-Contexto-Características-Metodología (TCCM).

Hallazgos

Los hallazgos rastrean la progresión del conocimiento sobre HRI desde estudios iniciales de factibilidad y aceptación hasta la gestión avanzada de experiencias posadopción. El análisis identifica teorías prevalentes como la teoría del antropomorfismo, contextos específicos como los entornos hoteleros, tipos diversos de robots (p. ej., robots encarnados), medidas de resultado (p. ej., intención de uso) y metodologías que comprenden predominantemente análisis basados en encuestas y enfoques experimentales. El análisis no solo ilumina áreas de atención investigativa, sino que también descubre temas poco explorados, ofreciendo una hoja de ruta para futuras investigaciones en turismo e HRI.

Originalidad/Valor

El artículo contribuye a la literatura al proporcionar un marco estructurado que no solo mapea la estructura intelectual de la investigación de HRI en turismo, sino que también propone una integración cohesiva de teorías y metodologías dispares, abordando tanto las brechas prácticas como académicas.

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Article
Publication date: 17 August 2023

Jinsoo Hwang, Kyu-Hyeon Joo, Heather Markham Kim and Kwang-Woo Lee

The purpose of this study examined the effect of the eight dimensions of consumer innovativeness on brand satisfaction. In addition, this study investigated how brand satisfaction…

737

Abstract

Purpose

The purpose of this study examined the effect of the eight dimensions of consumer innovativeness on brand satisfaction. In addition, this study investigated how brand satisfaction affects brand preference and brand loyalty. Lastly, how brand preference plays to form brand loyalty was also explored.

Design/methodology/approach

A survey was conducted via an online platform with the participants using an online firm in South Korea to evaluate the proposed research model. The data was collected from 326 people who used a coffee shop where robots provide the services.

Findings

The data analysis results indicated that the five dimensions of consumer innovativeness, which include novelty seeking, openness, quality experience seeking, hedonic experience seeking and social distinctiveness, aid to enhance brand satisfaction. Furthermore, it was discovered that brand satisfaction plays an important role with the formation of brand preference and brand loyalty.

Originality/value

There are few studies which focus how coffee consumers assess the value of a coffee brand. Thus, it would be meaningful to examine what impacts of consumer innovativeness exist in regards to robotic barista services that are related to brand satisfaction, brand preference and brand loyalty.

研究目的

本研究考察了消费者创新性的八个维度对品牌满意度的影响。此外, 本研究还调查了品牌满意度如何影响品牌偏好和品牌忠诚度。最后, 还探讨了品牌偏好在形成品牌忠诚度方面的作用。

研究方法

本研究通过在线平台在韩国进行了一项调查, 参与者使用一家提供机器人服务的咖啡店进行评估。数据收集自326名在该咖啡店使用服务的顾客。

研究发现

数据分析结果表明, 包括新奇寻求、开放性、品质体验寻求、享乐体验寻求和社交独特性在内的五个消费者创新性维度有助于提高品牌满意度。此外, 品牌满意度在品牌偏好和品牌忠诚度的形成中起着重要作用。

研究创新

目前很少有研究关注咖啡消费者如何评估咖啡品牌的价值。因此, 对于与品牌满意度、品牌偏好和品牌忠诚度相关的机器人咖啡师服务消费者创新性影响的研究具有重要意义。

Available. Open Access. Open Access
Article
Publication date: 31 December 2014

Jinsoo Lee

This paper examines the effectiveness of the three macro-prudential measures introduced by the Korean government in 2010 and 2011: (i) introduction of limit for FX forward…

230

Abstract

This paper examines the effectiveness of the three macro-prudential measures introduced by the Korean government in 2010 and 2011: (i) introduction of limit for FX forward positions of domestic banks and foreign bank branches, (ii) reintroduction of tax on foreign investors' earnings from Korean government bonds, and (iii) imposition of macro-prudential stability levy on non-deposit foreign currency liabilities appeared in bank balance sheets. The results show that the three measures were not successful: The limits of FX forward position did not lead to the decrease in foreign borrowings. The reintroduction of the tax did not reduce foreign investments in Korean government bonds. Lastly, the levy on non-deposit foreign currency liabilities did not lower the foreign borrowings from the banks and did not result in more financing through deposits for banks. The ineffectiveness of the capital flow management system in controling the amount of foreign capital flows implies that the system might not be effective in mitigating the pressure on exchange rate caused by excessive volatility of foreign capital flows.

Details

Journal of International Logistics and Trade, vol. 12 no. 3
Type: Research Article
ISSN: 1738-2122

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Article
Publication date: 29 April 2024

Jinkyung Jenny Kim, Jungsun (Sunny) Kim, Kyu-Hyeon Joo and Jinsoo Hwang

The purpose of this study is to investigate the key predictors and outcomes of task–technology fit (TTF) of facial recognition payment systems with the moderating role of cultural…

270

Abstract

Purpose

The purpose of this study is to investigate the key predictors and outcomes of task–technology fit (TTF) of facial recognition payment systems with the moderating role of cultural differences in the restaurant industry.

Design/methodology/approach

The survey responses were collected from 336 South Korean and 336 US restaurant customers.

Findings

The results revealed that function significantly affected TTF in both groups. Unique to the Korean sample, emotion was found to be a significant determinant of TTF, whereas convenience and social influence were key predictors of TTF only for the US sample. TTF had significant and positive effects on the three dimensions of behavioral intentions in both groups. The result of multi-group analysis showed that cultural differences moderated the effect of convenience on TTF and the effect of emotion on TTF.

Originality/value

The authors provided recommendations for restaurant operators and technology companies seeking to improve customer TTF and acceptance of facial recognition payment systems for the first time.

研究目的

本研究旨在调查面部识别支付系统任务技术匹配(TTF)的关键前置因素和影响, 以文化差异为调节变量, 研究其在餐饮行业的应用。

研究方法

我们收集了来自336名韩国和336名美国餐厅顾客的调查回答。

研究发现

结果显示, 在两组中, 功能显著影响TTF。对于韩国样本来说, 情感被发现是TTF的重要决定因素, 而对于美国样本来说, 方便性和社会影响是TTF的关键预测因素。在两组中, TTF对行为意向的三个维度均产生了显著且积极的影响。多组分析结果显示, 文化差异在方便性对TTF的影响以及情感对TTF的影响中起到了调节作用。

研究创新

我们首次为寻求改善顾客TTF和接受面部识别支付系统的餐厅经营者和技术公司提供了建议。

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Article
Publication date: 14 March 2023

Jinsoo Hwang, Hyunjoon Kim and Heather Markham Kim

This study aims to examine the differences among memorable brand experience, brand preference and behavioral intentions based on the type of service providers, such as robot…

894

Abstract

Purpose

This study aims to examine the differences among memorable brand experience, brand preference and behavioral intentions based on the type of service providers, such as robot servers and human servers. In addition, this study investigated the relationships among the four concepts.

Design/methodology/approach

The data was collected from 296 customers who experienced robot servers and from 307 customers who experienced human servers.

Findings

The data analysis results indicated that there was a statistical difference with the mean value of the five concepts according to the type of employee. The results also revealed that memorable brand experience has a positive influence on brand preference, which in turn positively influences intentions to use, word-of-mouth and willingness to pay more.

Originality/value

This study attempted to find the difference between robot servers and human servers in memorable brand experience, brand preference and behavioral intentions in the restaurant industry for the first time.

研究目的

本研究旨在根据服务提供商的类型(例如机器人服务员和人工服务员)检查令人难忘的品牌体验、品牌偏好和行为意图之间的差异。 此外, 本研究调查了四个概念之间的关系。

研究设计/方法/途径

数据收集自 296 名体验过机器人服务器的客户和 307 名体验过人工服务器的客户。

研究发现

数据分析结果表明, 根据员工类型, 五个概念的平均值存在统计差异。 结果还表明, 难忘的品牌体验对品牌偏好有积极影响, 进而对使用意向、口碑和支付更多的意愿产生积极影响。

研究独创性/价值

这项研究首次试图找出机器人服务员和人工服务员在餐饮业令人难忘的品牌体验、品牌偏好和行为意图方面的差异。

Details

Journal of Hospitality and Tourism Technology, vol. 14 no. 3
Type: Research Article
ISSN: 1757-9880

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Article
Publication date: 25 February 2021

Ja Young (Jacey) Choe, Jinkyung Jenny Kim and Jinsoo Hwang

The purpose of this study was to explore if five subdimensions of perceived risk (financial, time, privacy, performance and psychological risks) negatively affects image. In…

6762

Abstract

Purpose

The purpose of this study was to explore if five subdimensions of perceived risk (financial, time, privacy, performance and psychological risks) negatively affects image. In addition, this study aims to investigate if image has a positive effect on intentions to use. Lastly, the purpose of this study was to examine the moderating effect of Coronavirus disease-2019 (COVID-19), before and after the outbreak, in the relationship between perceived risk and image.

Design/methodology/approach

Data were collected from 331 people before the COVID-19 outbreak and 343 people after the COVID-19 outbreak. To test hypotheses, this study used structural equation modeling.

Findings

Time, performance and psychological risks negatively affected image before the outbreak of COVID-19. Meanwhile, performance risks and psychological risks had a negative influence on image only after the outbreak of COVID-19. In addition, there was demonstrated to be a positive relationship between image and intentions to use, both before and after the COVID-19 outbreak. Finally, the outbreak of COVID-19 positively moderates the relationship between performance risk and image.

Practical implications

The current study provides the following practical implications. First, industry practitioners need to develop a performance guarantee system which enhances the quality assurance of drone food delivery services (DFDS). Second, live streaming or creative activities would help to visualize DFDS in a way that stresses the stable operation of these services.

Originality/value

The importance of contactless services has been emphasized ever since the beginning of the COVID-19 outbreak. However, there has been very little research on the future of contactless services after COVID-19. This study investigated the perceived risk from DFDS as a form of contactless service which has not been conducted before. The findings of this study will improve the understanding of the changes that have occurred in consumers’ perception of risk from DFDS during the COVID-19 pandemic.

Details

International Journal of Contemporary Hospitality Management, vol. 33 no. 4
Type: Research Article
ISSN: 0959-6119

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Article
Publication date: 31 October 2018

Jinsoo Hwang, Seongseop (Sam) Kim, Ja Young (Jacey) Choe and Chang-Ho Chung

This study aims to investigate the potential for successful glocalization of ethnic Korean food through the exploration of the reasons for preferring Korean food, the success…

3619

Abstract

Purpose

This study aims to investigate the potential for successful glocalization of ethnic Korean food through the exploration of the reasons for preferring Korean food, the success factors for a Korean restaurant and the factors affecting the outcome variables of customer satisfaction, revisit intentions and changing the image of Korea.

Design/methodology/approach

A total of 265 Korean restaurant customers in the USA were collected.

Findings

Among the respondents’ reasons for their food preferences, the novel and diverse factor was found to significantly influence customer satisfaction, revisit intentions and Korea’s image. The “sociocultural” factor was found to positively influence customer satisfaction and Korea’s image.

Originality/value

This study delved into an example of glocalization of a national food. The findings provide conceptual and practical implications that the extant ethnic restaurant literature has not elucidated.

Details

International Journal of Contemporary Hospitality Management, vol. 30 no. 12
Type: Research Article
ISSN: 0959-6119

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Article
Publication date: 27 April 2020

Jinsoo Hwang, Woohyoung Kim and Jinkyung Jenny Kim

This study aims to apply the value-belief-norm (VBN) model in the context of environmentally friendly drone food delivery services to understand ways to influence consumers’…

2748

Abstract

Purpose

This study aims to apply the value-belief-norm (VBN) model in the context of environmentally friendly drone food delivery services to understand ways to influence consumers’ behavior toward the services. The current study also attempted to deepen the VBN model using the moderating role of product involvement.

Design/methodology/approach

Data were collected from 428 respondents through an online survey in South Korea.

Findings

The results of the data analysis indicated that all proposed hypotheses have been statistically supported in the VBN model. Furthermore, product involvement played a moderating role in the relationship between the sense of obligation to take pro-environmental actions and intentions to use and a sense of obligation to take pro-environmental actions and willingness to pay more.

Originality/value

Although drone food delivery services have not yet been fully commercialized, many foodservice companies have conducted pilot tests and the services are likely to be commonly used in the near future. Thus, the findings of this study are expected to have important implications for companies preparing to roll out drone food delivery services.

Details

International Journal of Contemporary Hospitality Management, vol. 32 no. 5
Type: Research Article
ISSN: 0959-6119

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Article
Publication date: 11 July 2024

Heather Markham Kim, Jungsun (Sunny) Kim, Kyuhyeon Joo and Jinsoo Hwang

This study investigated the impacts of the technology acceptance model (TAM) determinants and image congruence on attitude and, in turn, behavioral intentions. In addition, the…

223

Abstract

Purpose

This study investigated the impacts of the technology acceptance model (TAM) determinants and image congruence on attitude and, in turn, behavioral intentions. In addition, the differences between the US and Korean consumers in terms of the predictors of attitude were assessed.

Design/methodology/approach

The data were collected via an online survey from 342 South Korean and 353 American consumers who patronized a restaurant within a three-month timeframe.

Findings

The findings revealed that two dimensions of TAM and three sub-factors of self-image congruence positively affected customer attitude toward face recognition (FR) payment. Customer attitude also significantly influenced behavioral intentions toward FR payment. Lastly, the cultural differences between the Korean and American consumers played significant moderating roles in the relationships between perceived usefulness and attitude as well as between actual self-image congruence and attitude.

Originality/value

No prior empirical research has incorporated cultural differences into the FR payment acceptance model. Unlike previous research, the current study included cultural differences as a moderator of the relationships between the five predictors (i.e. two predictors from TAM and three dimensions of self-image congruence) and attitude toward FR payment in the research model.

Details

Asia Pacific Journal of Marketing and Logistics, vol. 37 no. 1
Type: Research Article
ISSN: 1355-5855

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