Paula Dootson, Kim A. Johnston, Ian Lings and Amanda Beatson
Deviant consumer behavior (DCB) has serious negative effects on organizations, employees and other customers. While research to date has largely focused on understanding why…
Abstract
Purpose
Deviant consumer behavior (DCB) has serious negative effects on organizations, employees and other customers. While research to date has largely focused on understanding why consumers engage in deviant behaviors, less focus has been placed on exploring how to deter them. This paper aims to shift the conversation from research exploring why consumers engage in deviant behaviors to understanding how DCB could be deterred.
Design/methodology/approach
In this conceptual paper, a research agenda of deterrence tactics is provided with associated propositions to guide future research in the field of DCB.
Findings
A deterrence–neutralization–behavior (DNB) framework is proposed to underpin the seven deterrence tactics outlined in this research agenda. The DNB framework illustrates the positive relationship between neutralization techniques and engagement in DCB, because the techniques reduce the level of cognitive dissonance associated with performing a deviant act beyond an individual’s deviance threshold. The framework adds a new proposed moderating role of deterrence tactics. Deterrence tactics are mechanisms that will reintroduce cognitive dissonance, previously reduced through a neutralization technique, by presenting the consumer with a competing piece of information that challenges their attitudes, beliefs or behavior. Therefore, the authors propose that certain deterrence tactics could diminish the positive effect of different neutralization techniques on DCB if the tactics challenge the justifications consumers are using to excuse their actions – subsequently reintroducing cognitive dissonance.
Practical implications
Practically, this paper is the next step in an effort to provide evidence-based solutions for managers seeking to reduce the negative impact that deviance has on the organization.
Originality/value
To date, research has focused on understanding why DCB occurs with limited attention on how it can be deterred. The value in this paper is in proposing a series of deterrence tactics that are theoretically matched to established antecedents and neutralization techniques associated with DCB. Overall, this paper provides a future research agenda with propositions to build knowledge on effective deterrence tactics for curbing instances of DCB.
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Adelle Bish, Cameron Newton and Kim Johnston
This paper utilizes diffusion of innovation theory in order to investigate and understand the relationships between human resource (HR) policies on employee change-related…
Abstract
Purpose
This paper utilizes diffusion of innovation theory in order to investigate and understand the relationships between human resource (HR) policies on employee change-related outcomes. In addition, the purpose of this paper is to explore the role of leader vision at different hierarchical levels in the organization in terms of the relationship of HR policy with employee change-related outcomes.
Design/methodology/approach
This quantitative study was conducted in one large Australian government department undergoing major restructuring and cultural change. Data from 624 employees were analyzed in relation to knowledge of HR policies (awareness and clarity), leader vision (organizational and divisional), and change-related outcomes.
Findings
Policy knowledge (awareness and clarity) does not have a direct impact on employee change-related outcomes. It is the implementation of policies through the divisional leader that begins to enable favorable employee outcomes.
Research limitations/implications
Future research should employ a longitudinal design to investigate relationships over time, and also examine the importance of communication medium and individual preferences in relation to leader vision.
Originality/value
This research extends the application of diffusion of innovation theory and leader vision theory to investigate the relationship between HR policy, leader vision, and employees’ change-related outcomes.
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Joan H. Johnston, C. Shawn Burke, Laura A. Milham, William M. Ross and Eduardo Salas
A key challenge for cost-effective Intelligent Tutoring Systems (ITSs) is the ability to create generalizable domain, learner, and pedagogical models so they can be re-used many…
Abstract
A key challenge for cost-effective Intelligent Tutoring Systems (ITSs) is the ability to create generalizable domain, learner, and pedagogical models so they can be re-used many times over. Investment in this technology will be needed to succeed in developing ITSs for team training. The purpose of this chapter is to propose an instructional framework for guiding team ITS researchers in their development of these models for reuse. We establish a foundation for the framework with three propositions. First, we propose that understanding how teams develop is needed to establish a science-based foundation for modeling. Toward this end, we conduct a detailed exploration of the Kozlowski, Watola, Jensen, Kim, and Botero (2009) theory of team development and leadership, and describe a use case example to demonstrate how team training was developed for a specific stage in their model. Next, we propose that understanding measures of learning and performance will inform learner modeling requirements for each stage of team development. We describe measures developed for the use case and how they were used to understand teamwork skill development. We then discuss effective team training strategies and explain how they were implemented in the use case to understand their implications for pedagogical modeling. From this exploration, we describe a generic instructional framework recommending effective training strategies for each stage of team development. To inform the development of reusable models, we recommend selecting different team task domains and varying team size to begin researching commonalities and differences in the instructional framework.
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Noel Scott, Brent Moyle, Ana Cláudia Campos, Liubov Skavronskaya and Biqiang Liu
The concept and practice of e-services has become essential in business transactions. Yet there are still many organizations that have not developed e-services optimally. This is…
Abstract
The concept and practice of e-services has become essential in business transactions. Yet there are still many organizations that have not developed e-services optimally. This is especially relevant in the context of Indonesian Airline companies. Therefore, many airline customers in Indonesia are still in doubt about it, or even do not use it. To fill this gap, this study attempts to develop a model for e-services adoption and empirically examines the factors influencing the airlines customers in Indonesia in using e-services offered by the Indonesian airline companies. Taking six Indonesian airline companies as a case example, the study investigated the antecedents of e-services usage of Indonesian airlines. This study further examined the impacts of motivation on customers in using e-services in the Indonesian context. Another important aim of this study was to investigate how ages, experiences and geographical areas moderate effects of e-services usage.
The study adopts a positivist research paradigm with a two-phase sequential mixed method design involving qualitative and quantitative approaches. An initial research model was first developed based on an extensive literature review, by combining acceptance and use of information technology theories, expectancy theory and the inter-organizational system motivation models. A qualitative field study via semi-structured interviews was then conducted to explore the present state among 15 respondents. The results of the interviews were analysed using content analysis yielding the final model of e-services usage. Eighteen antecedent factors hypotheses and three moderating factors hypotheses and 52-item questionnaire were developed. A focus group discussion of five respondents and a pilot study of 59 respondents resulted in final version of the questionnaire.
In the second phase, the main survey was conducted nationally to collect the research data among Indonesian airline customers who had already used Indonesian airline e-services. A total of 819 valid questionnaires were obtained. The data was then analysed using a partial least square (PLS) based structural equation modelling (SEM) technique to produce the contributions of links in the e-services model (22% of all the variances in e-services usage, 37.8% in intention to use, 46.6% in motivation, 39.2% in outcome expectancy, and 37.7% in effort expectancy). Meanwhile, path coefficients and t-values demonstrated various different influences of antecedent factors towards e-services usage. Additionally, a multi-group analysis based on PLS is employed with mixed results. In the final findings, 14 hypotheses were supported and 7 hypotheses were not supported.
The major findings of this study have confirmed that motivation has the strongest contribution in e-services usage. In addition, motivation affects e-services usage both directly and indirectly through intention-to-use. This study provides contributions to the existing knowledge of e-services models, and practical applications of IT usage. Most importantly, an understanding of antecedents of e-services adoption will provide guidelines for stakeholders in developing better e-services and strategies in order to promote and encourage more customers to use e-services. Finally, the accomplishment of this study can be expanded through possible adaptations in other industries and other geographical contexts.
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Ellen Soens and An-Sofie Claeys
The purpose of this paper is to examine the effectiveness of social media guidelines (SMGs), as well as their impact on control mutuality, a sub-dimension of the…
Abstract
Purpose
The purpose of this paper is to examine the effectiveness of social media guidelines (SMGs), as well as their impact on control mutuality, a sub-dimension of the organization–employee relationship (OER). A total of two studies compare guidelines with a focus that is either predominantly incentive or restrictive. In addition, they investigate the moderating effect of guideline writing style and enforcement.
Design/methodology/approach
In total, two online experiments were conducted among Belgian employees. Participants read a social media policy manipulated in terms of focus (restrictive vs incentive) and style (conversational vs corporate; Study 1) or enforcement (signature requested vs not requested; Study 2).
Findings
Incentive guidelines increase employee branding behavior more than their restrictive counterparts, while also safeguarding employees' perceived control mutuality. However, solid SMGs will not compensate for an organization's bad reputation among employees. The guidelines' style and manner of enforcement did not seem to matter.
Practical implications
Communication executives can use our findings to draft SMGs in a way that increases opportunities (e.g. ambassadorship) and reduces risks (e.g. criticism) associated with employee social media use.
Originality/value
Prior research on SMGs is predominantly descriptive and focused on the organizational perspective. This research paper contributes to both theory and practice by studying the causal impact of these guidelines on employees.
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Cuong Hung Nguyen, Hung Vu Nguyen, Theu Kim Doan, Minh Hoang Nguyen and Mai Thi Thu Le
This study provides a framework to explain the attitude–intention gap in viewing advertisements in social networks. Going beyond the literal and evaluative inconsistency issues in…
Abstract
Purpose
This study provides a framework to explain the attitude–intention gap in viewing advertisements in social networks. Going beyond the literal and evaluative inconsistency issues in measuring factors with theory of planned behavior (TPB), the authors propose and test a theoretical framework with possible moderators to the relationship between the attitude and behavioral intention.
Design/methodology/approach
Two surveys were conducted to test the theoretical framework, one with students and the other with working people in Hanoi, Vietnam. After testing measure reliabilities and validities, hypotheses were tested with regressions using SPSS.
Findings
In general, the attitude was still found to have a positive relationship with the behavioral intention. However, the attitude–intention gap still exists as trust in social network was found to moderate the relationship between the attitude and intention with the working people sample while trust in brands advertised facilitate the relationship with the student sample. Interestingly, involvement was not found to moderate the relationship.
Practical implications
Several practical implications can be recommended. In general, the marketing strategy for managers is still to develop positive attitude by consumers toward viewing advertisements. However, personalization strategy should be taken with care in advertisement in social network. Providing consumers with perceived privacy control may help enhance the advertisement effectiveness. Finally, building trusts, on or off the social network, should be optimized to increase the users' intention to view advertisements in social network.
Originality/value
This research offers a new explanation for the attitude–intention inconsistency in general and for viewing advertisements in social networks in particular. Going beyond the measurement issues, the research suggests looking at the process under that the attitude can be formed and activated to impact on the intention. Moreover, mixed findings from two comparable samples provide nuanced insights for different groups of consumers.
Peer review
The peer review history for this article is available at: https://publons.com/publon/10.1108/OIR-10-2021-0563.
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Priyanka Jayashankar, Sree Nilakanta, Wesley J. Johnston, Pushpinder Gill and Reed Burres
This paper aims to study the antecedents of Internet of Things (IoT) adoption among farmers and determine how trust in the technology influences its adoption when mediated by…
Abstract
Purpose
This paper aims to study the antecedents of Internet of Things (IoT) adoption among farmers and determine how trust in the technology influences its adoption when mediated by perceived value and risk. Through the conceptualization of trust and perceived risk, the authors factor in farmers’ perceptions of agricultural technology providers and discuss different forms of perceived value, spanning economic, green and epistemic value.
Design/methodology/approach
This paper develops a distinctive research design, drawing on elements of the value-based adoption and technology acceptance models. By linking different elements of perceived value with IoT technology, the authors also apply the service-dominant logic to this study. They study how trust affects perceived value and risk and then determine how perceived value and risk, in turn, affect IoT adoption. The authors test the hypotheses by developing a structural equation model to analyze the results of a survey, wherein 492 farmers from Iowa, the USA, participated.
Findings
The results show a positive relationship between trust and perceived value and a negative relationship between trust and perceived risk. Perceived value had a positive impact on IoT adoption, whereas perceived risk had a negative impact on IoT adoption.
Practical implications
The research findings on trust and perceived value and risk are timely and relevant for business-to-business (B2B) marketing practitioners and agricultural stakeholders, especially in an era where farmers are expressing growing concerns about data handling risk posed by IoT technology adoption.
Originality/value
The research findings signal a transition in focus from the goods-dominant logic to the service-dominant logic in agriculture, whereby farmers are drawn to IoT technology because of perceived economic, green and epistemic value and as a result, can differentiate themselves on how well they deploy operant resources. This paper not only provides a unique conceptualization of perceived value but also pave the way for a richer conceptualization of IoT core functions that enable farmers to fulfill green and epistemic goals. This is the first B2B marketing paper discussing the antecedents of IoT adoption in agriculture, such as farmers’ perceptions of both monetary and non-monetary forms of value and perceived data handling risk.
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Padma Panchapakesan, Muslim Amin and Halimin Herjanto
The objective of this study is to investigate the effect of service excellence and guest delight on guest affective commitment to luxury restaurants, more specifically, the…
Abstract
Purpose
The objective of this study is to investigate the effect of service excellence and guest delight on guest affective commitment to luxury restaurants, more specifically, the mediating effect of guest delight in the relationship between service excellence and guest affective commitment.
Design/methodology/approach
Data were collected from 270 guests with a response rate of 67.5%. SmartPLS software was used for data analysis.
Findings
The findings indicate that service excellence and guest delight had increased guest affective commitment to the luxury restaurant. It has been determined that guest delight acts as a mediator between service excellence and guest affective commitment.
Practical implications
Providing a high level of service excellence and delighting, thereby encouraging luxury guests to have a high level of commitment to the restaurant. Therefore, luxury guests' expectations must be exceeded to obtain their commitment to the restaurant.
Originality/value
This research study provides a substantial contribution to the hospitality literature by providing a significant concept of guest delight that can offer the opportunity to establish a new understanding of guest affective commitment in the luxury restaurant context.