Long‐Sheng Lin, Ing‐Chung Huang, Pey‐Lan Du and Tsai‐Fei Lin
This study aims to demonstrate the positive effect of human capital disclosure on firm performance, and to specify the boundary conditions of the relationship.
Abstract
Purpose
This study aims to demonstrate the positive effect of human capital disclosure on firm performance, and to specify the boundary conditions of the relationship.
Design/methodology/approach
The study applies the signaling and stakeholder perspectives and uses a one‐year lag design to avoid reverse causality in exploring the human capital disclosure and performance link. Content analysis of annual reports and hierarchical regression are applied.
Findings
Human capital disclosure positively impacts on organizational performance such as market‐to‐book ratio and ROA. Organizational size negatively moderates the relationship between disclosure of human capital information and firm performance. Knowledge intensity has curvilinear positive moderation effect between the relationship above.
Practical implications
Human capital disclosure can help communicate to various stakeholders. Organizational performance can thus be enhanced through the communication process. Disclosure in the context of higher knowledge intensity is more beneficial.
Originality/value
The paper theoretically and empirically links up human capital disclosure and organizational performance. It also identifies both the diminishing return and increasing return moderation effects by organizational size and knowledge intensity between the human capital disclosure and performance link.
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Keywords
Venkateswarlu Nalluri, Kai-Fu Yang, Long-Sheng Chen and Tzung-Yu Kevin Yang
The Bed and Breakfast (B&B) enterprises generally lack sufficient human resources and time to conduct research on important social media marketing factors for visitors’…
Abstract
Purpose
The Bed and Breakfast (B&B) enterprises generally lack sufficient human resources and time to conduct research on important social media marketing factors for visitors’ satisfaction and visitors’ intentions. Therefore, this study aims to provide crucial social media marketing and factors and service quality elements for improving customer satisfaction and customer loyalty in B&B sectors. This study also provides some recommendations for attracting more visitors and increasing customer satisfaction and customer loyalty through social media.
Design/methodology/approach
First, social media marketing factors and service quality elements were identified through the systematic literature review. Then these identified factors and elements were used to design a survey questionnaire for collecting data. The research data included responses of 64 B&B enterprises and 625 customers. The collected data was analyzed by feature selection approaches including Decision Tree algorithm and Information Gain to identify the key factors for improving customer satisfaction and customer loyalty.
Findings
The findings of this study determined that featured choice is an important social media marketing factor, and assurance is the common service quality element for both B&B enterprises and their customers in terms of satisfaction and loyalty.
Originality/value
This study adds a value to the growing literature on customer satisfaction and loyalty in B&B sectors by exploring key social media marketing factors and service quality elements. The study reveals several implications for theories and practices. The findings hopefully help B&B enterprises better social media marketing with less workforce and budget.
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Jing-Rong Chang, Venkateswarlu Nalluri, Long-Sheng Chen and Shih-Hsun Chen
This study aims to simultaneously examine customer complaints through the proposed novel Design for Six Sigma (DFSS) model which incorporates of creating the new insurance…
Abstract
Purpose
This study aims to simultaneously examine customer complaints through the proposed novel Design for Six Sigma (DFSS) model which incorporates of creating the new insurance services to win customers' hearts and mind for the insurance industry.
Design/methodology/approach
A novel DFSS research methodology which includes the theory of inventive problem solving (TRIZ), Pugh concept selection, creative product analysis matrix and importance–satisfaction model (I–S Model) was proposed. In addition, a real insurance company case was studied to illustrate the effectiveness of the proposed DFSS model.
Findings
The results of a novel DFSS model not only can establish new services, but also can dramatically reduce the cost of resolving customer complaints.
Practical implications
The findings of this study are useful for insurance companies and other related service providers in devising tailored strategies to offer quality and suitable services to their customers.
Originality/value
This study addresses the paucity of research and marketing gaps through the proposed novel DFSS model for the first time in the insurance industry. These study findings would enable researchers and practitioners to formulate strategies for solving customer complaints effectively and develop new services from time to time.
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Shang-Han Gao and Sheng-Long Nong
This paper aims to analyze the pressure distribution of rectangular aerostatic thrust bearing with a single air supply inlet using the complex potential theory and conformal…
Abstract
Purpose
This paper aims to analyze the pressure distribution of rectangular aerostatic thrust bearing with a single air supply inlet using the complex potential theory and conformal mapping.
Design/methodology/approach
The Möbius transform is used to map the interior of a rectangle onto the interior of a unit circle, from which the pressure distribution and load carrying capacity are obtained. The calculation results are verified by finite difference method.
Findings
The constructed Möbius formula is very effective for the performance characteristics researches for the rectangular thrust bearing with a single air supply inlet. In addition, it is also noted that to obtain the optimized load carrying capacity, the square thrust bearing can be adopted.
Originality/value
The Möbius transform is found suitable to describe the pressure distribution of the rectangular thrust bearing with a single air supply inlet.
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Yi‐Chan Chung, Chih‐Hung Tsai, Shiaw‐Wen Tien and Lin‐Yi Lin
Customer Support Knowledge of Customer Support Organization is one of the important assets of enterprises and “Customer Support Knowledge Management” is also the critical aspect…
Abstract
Customer Support Knowledge of Customer Support Organization is one of the important assets of enterprises and “Customer Support Knowledge Management” is also the critical aspect of Business Knowledge Management; however, the attributes of Customer Support Knowledge are complicated, diverse, renewed rapidly and difficult to be managed. Thus, in order to design a successful Customer Support Knowledge Management System, apart from the consideration of “human” and “information technology” aspects, the concerns of attributes and Customer Support Knowledge and industry characteristics should be involved for meeting the requirements of Customer Support Organization and allowing the organization to acquire the competitive advantage of “Differentiation Service”. This research used the “Customer Support Knowledge Management System” in a high‐tech industry as an example and treated the end users of medical instruments in different types of hospitals in Taiwan which have received the support service of our company in recent six months as the population. The end users were mostly the nursing executives or ultrasonic wave technical personnel in intensive care unit and they had similar educational background and incomes and adopted the medical instruments such as physical supervision system, ultrasonic wave system, heart start or ECG machine produced by our company; the research method was to randomly treat the investigation results of the telephone customers’ satisfaction from respective 30 end users in the population three months before and after this system execution as the samples and use hypotheses to validate if the end users’ customer satisfaction significantly improved in terms of “Remote Support,” “On‐site Support,” “Service Turn Around time,” “Technical Competence” and “Service Manner” in order to understand the influence and managerial significance of execution of “Customer Support Knowledge Management System” on Customer Support Organization.
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Katja Babič, Matej Černe, Catherine E. Connelly, Anders Dysvik and Miha Škerlavaj
Although organizations expect employees to share knowledge with each other, knowledge hiding has been documented among coworker dyads. This paper aims to draw on social exchange…
Abstract
Purpose
Although organizations expect employees to share knowledge with each other, knowledge hiding has been documented among coworker dyads. This paper aims to draw on social exchange theory to examine if and why knowledge hiding also occurs in teams.
Design/methodology/approach
Two studies, using experimental (115 student participants on 29 teams) and field (309 employees on 92 teams) data, explore the influence of leader-member exchange (LMX) on knowledge hiding in teams, as well as the moderating role of collective (team-level) prosocial motivation.
Findings
The results of experimental Study 1 showed that collective prosocial motivation and LMX reduce knowledge hiding in teams. Field Study 2 further examined LMX, through its distinctive economic and social facets, and revealed the interaction effect of team prosocial motivation and social LMX on knowledge hiding.
Originality/value
This study complements existing research on knowledge hiding by focusing specifically on the incidence of this phenomenon among members of the same team. This paper presents a multi-level model that explores collective prosocial motivation as a cross-level predictor of knowledge hiding in teams, and examines economic LMX and social LMX as two facets of LMX.