Search results

In recent years, numerous banks have introduced live chat systems to their mobile banking (m-banking) applications to help customers address problems that arise while using m-banking. However, few researchers have investigated bank customers' perceptions of live chat in the context of m-banking, known as mobile chat. The present study attempts to fill this research gap and identify potential factors affecting bank customers' intention and attitude toward using mobile chat from the perspective of functional and expected advantages.

A research model was developed integrating three technological characteristics of mobile chat (mobility, reachability and convenience) identified from the mobile service and self-service technology literature with user beliefs involving performance expectancy, effort expectancy and facilitating conditions specified by the unified theory of acceptance and use of technology. The proposed model was evaluated using data collected from a field survey of 268 customers with experience in Internet or m-banking at an international bank in Taiwan. The mediating effects of attitude on the relationship between intention and its predictors were also measured.

The results suggest that reachability and convenience influence performance expectancy whereas effort expectancy is affected by all the technological characteristics. Additionally, customers' intention is determined by attitude, effort expectancy and facilitating conditions whereas their attitude depends on the three constructs of user beliefs.

The development of user behavioral research in intelligent customer engagement is lacking in the m-banking literature. This study sheds light on Internet banking and m-banking customers' viewpoints and the salient determinants of their intention and attitude toward using mobile chat. Therefore, the findings allow a broader understanding of customer engagement applications in the banking sector.

The research findings would help banks not only better understand how to deploy useful mobile applications for improving the effectiveness of their mobile service development but also develop adequate mobile strategies to engage with customers more intelligently.

This research provides valuable insight into the relationship between the adoption of intelligent customer engagement tools and the improvement of customer support performance in the context of m-banking. Moreover, this study is among the first to identify the potential mobile technological factors that might affect bank customer expectations from mobile chat applications.

The purpose of this paper is to differentiate traditional industrial clusters from emerging consumption‐oriented and destination‐based regional service clusters (e.g. entertainment, service‐based tourism, and convention destination); to develop an analytical framework to examine the impacts of both cluster and network effects in service clusters; and to offer implications for managing service innovation to enhance regional development and global competitiveness.

By applying industrial cluster, strategic network, and value creation theories, this research develops a framework to study value creation in service clusters.

The research concludes that firms' decisions to enter or exit a service cluster depends on the net strategic effects, which is the sum of agglomeration economies (i.e. cluster effects) and the economies of network (i.e. network effects).

Further empirical research is needed to determine the significance of both cluster and network effects that determine firms' decisions to enter the service clusters.

First, firms need to incorporate cluster‐specific elements, such as experience economy, value networking, and service innovation to maximize the consumer's use value or perceived customer benefits. Second, in order to increase consumers' willingness to pay a higher price, firms located inside the service clusters need to adopt strategies, such as product or service differentiation, that increase the perceived benefits or use value of customers. Third, service cluster firms' other objectives should be to minimize location‐specific cost differentials by capitalizing on the positive effects of both agglomeration economies and economies of network. Fourth, public policy implications need to include laws and regulations that encourage and promote innovation and new ventures creation, competition in the marketplace, and capital investment to maximize value creation. Finally, policy makers need to promote high value‐added economic activities in the service clusters in order to maximize consumer welfare.

A growing number of policymakers and scholars have recognized the significant economic contributions from the consumption‐oriented regional clusters. This paper is the first effort to develop an analytical framework to study value creation in service clusters for effective managerial and policy decisions.

The purpose of this paper is to study the specialization of regional clusters and their innovative behaviour, in a particular Portuguese region.

A regional case study (Region Centro of Portugal) is used, employing secondary and primary data in order to measure specialized critical mass of a region's clusters and analyze their innovative behavior following the European Cluster Observatory (ECO) methodology.

Combining the different nature of data (primary and secondary), this paper identifies the specialized critical mass of a region's cluster, makes statements about the role of clusters in a regional context, and demonstrates how a regional clustering approach is important to understanding the innovative process. Based on an empirical survey, three types of clusters were found: basic, intermediate and advanced.

Among the research limitations is the undersized sample of primary data which does not allow deep findings to be drawn about the innovative behavior of the clusters in a general way. Therefore, future research should focus on this area, extending the empirical analysis presented here to add qualitative indicators on innovative behaviour, to calculate the impact of absorptive capacity in the case of regional clusters.

This study provides a consistent methodology of cluster operation which could be useful for undertaking comparative work within regions' clusters across different sectors and countries, to reinforce the importance of the current discussion of policy clusters, and to identify specific requirements and needs of each cluster in order to improve the quality of decision making and to draw some policy implications.

This paper is the first to measure specialized critical mass of a region's clusters at the enterprise level and to explain cluster innovative behaviour, combining primary and secondary, based on ECO criteria. Furthermore, it provides initial empirical evidence and an amount of significant findings to support managers and policymakers in the understanding of regional and innovation clustering of small to medium‐sized enterprises.

In‐depth tourism is a new traveling pattern, which combines thematic traveling experience and personal knowledge. This paper aims to analyze the industry characteristics and approaches to develop and promote in‐depth tourism from a service innovation perspective.

The paper introduces the concept of in‐depth tourism and presents two case studies depicting the practices of this new approach. The paper also includes training and exercises on in‐depth tourism's implementation.

A three‐dimensional framework consisting of customer value, regional resources and competences, and technology adoption (e.g. information and communication technologies) is developed to guide service innovations in the tourism industry.

The new theoretical framework and set of training exercises provide management with the tools to effectively create and promote service innovations through in‐depth tourism.

The paper introduces the concepts and practices of in‐depth tourism from a service innovation perspective. In addition, the research provides several managerial and policy implications to manage service innovations and to promote regional development through in‐depth tourism.

The purpose of this paper is to construct a process theory of cluster development, in order to complement the many studies focusing on the factors that determine successful clusters.

This theory‐building effort relies on event‐driven methodology, which triangulates narratives collected at different points in time with other documented materials, in order to trace cluster development over a six‐year period. The empirical data are analysed according to theoretical classes formed a priori and anchored in Aldrich's framework of emergence, events and consequences. The idea is to identify critical events that subsequently inform theory development.

The authors show that three critical processes drive sustainable cluster development: the exploitation of current opportunities, the exploration of future opportunities, and processes that facilitate the balancing of the two. Whereas the conceptual focus in the extant literature is on exploration and exploitation processes, the authors find that balancing processes are also critical.

The paper's findings are of practical relevance to private and public policy makers with regard to the management and financing of balancing mechanisms that help to secure sustainable development. The authors will continue to follow the development of this specific cluster in order to identify a wider range of sub‐processes that contribute to the long‐term viability of clusters in general.

This work is original in the sense that it extends March's exploration and exploitation theory, applies it to the inter‐organisational context of clusters, and links the two processes through a process of balancing. The empirical evidence and the methodological approach used contribute in terms of building a “real process theory”, according to Aldrich's specification of an event‐driven research approach.

The research of industrial clusters, trust, and learning can be traced back to early strategic management and organization theory. The purpose of this paper is to review past literature and offer a conceptual framework that is related to industrial clusters, trust and learning.

This study incorporates a literature review to filter key factors of industrial clusters, trust and learning by using a deductive approach to conclude a conceptual framework.

This study provides a conceptual framework which includes a firm's industrial cluster involvement, trust and learning. Based on the literature, inter‐organizational trust may be strengthened due to reduced proximity and better information flow within a cluster. Further, industrial clusters encourage co‐evolution and co‐adaptation that stimulates effective learning practices for clustering firms.

This study uses a literature review and offers a conceptual framework to examine a firm's involvement in industrial clusters with the possible influences of trust and organizational learning. There is a need for empirical as well as statistical analysis to validate the framework and to obtain more insight.

Industrial clusters are widely considered a network‐based industrial system, with the aim of adapting to fast‐changing markets and technologies as an organized whole. Firms within a cluster can work together to co‐evolve for the purpose of enhancing competitiveness and entering the world market through effective learning and inter‐firm trust. As the sum of the benefit of a cluster is of greater value than each individual company or institution, whether to be involved in an industrial cluster to sustain competitiveness and enhance learning is worthy of managers' consideration.

The major contribution of this work is that it is the first attempt to produce the measures for a firm's involvement in industrial clusters for empirical tests, which are generally considered insufficient in this area of research. Further, this study offers a conceptual framework which brings cluster, trust and learning together for future empirical study.

MR. JONATHAN HUTCHINSON, the eminent consultant, has just put forward a statement of the utmost importance with respect to the probable existence of a direct connection between the consumption of arsenic‐contaminated food and the occurrence of cancer. He points out that certain modern “improvements” in processes of production have led to the contamination of various food‐products with small amounts of arsenic, and observes that “if, as seems proved, the continuous use of arsenic in small medicinal doses can predispose the skin to multiple cancer there seems no reason for doubting that it may do the same for the other tissues, and for the mucous membranes and the viscera,” while there must necessarily also be “the constitutional tendency, the appropriate age, and, in some cases, the local irritation.” Mr. HUTCHINSON refers to the recent successful tracing of the Manchester outbreak of “peripheral neuritis” to the use of arsenic‐contaminated beer as an example of what may be caused by the habitual ingestion of minute doses of arsenic. It is a remarkable fact that the increase in the occurrence of cancer may be looked upon as almost synchronising with the increasingly extensive adoption of those “improved” modern methods of manufacture, not only of beer but of other food‐products, which open the door to arsenic‐contamination; together with the great increase in the use of arsenic in medical prescriptions.

This study assesses the impacts of the social institutions of a transitional economy on its market by examining how China’s political, economic and cultural institutions influence consumers’ sentiment and their purchase planning behaviors. We propose and empirically validate a four‐factor model of consumer sentiment that captures the impacts of these powerful social institutions. The validity of the model was supported with data from a multi‐level stratified survey that involved 9 cities and 3,960 consumers across a number of product categories. Our findings confirm the salience of social institutions in affecting consumers’ sentiment as well as their consumption behaviors in China.

This research looked at the TATE [Through Assistive Technology to Employment] Project and its delivery of ICT/AT to people with learning disabilities. It tested whether the Project affected the independence, skills, choice and control exercised by people with learning disabilities, and if staff attitudes and skills were changed. A purposive sample of 29 people with learning disabilities were selected, and keyworkers were surveyed with a postal questionnaire at two time periods. Questionnaires covered AT/ICT received and any outcomes in: independence; skills; choice and control. Staff were asked about changes in their skills and attitudes. Questionnaires were transcribed and organised into common themes. Staff became supportive of assistive technology and developed ICT skills. Service users used ICT, and developed ‘life stories’ using Powerpoint. A variety of AT was also installed leading to increased independence, confidence and skills. AT/ICT can improve independence and services by putting people with a learning disability at the centre of a well planned and resourced strategy.