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Article
Publication date: 14 November 2008

Marcel J.H. van Birgelen, Martin G.M. Wetzels and Willemijn M. van Dolen

Although research is emerging, the knowledge base on the evaluative determinants of the effectiveness of corporate employment web sites is still limited. This paper attempts to…

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Abstract

Purpose

Although research is emerging, the knowledge base on the evaluative determinants of the effectiveness of corporate employment web sites is still limited. This paper attempts to narrow this gap by investigating how potential job applicants' evaluations of web site content‐ and form‐related attributes contribute to corporate employment web site effectiveness.

Design/methodology/approach

The approach takes the form of an empirical study using PLS path modeling.

Findings

Applicants' attitude toward a corporate employment web site is found to be differentially influenced by the web site's content‐ and form‐related evaluations. In turn, attitude toward the web site influences intentions to apply. This relationship is fully mediated by attraction toward the organization. The latter is also influenced by attitude toward corporate employment web sites in general, which consequently contributes indirectly to application intentions.

Research limitations/implications

Using a non‐laboratory setting and a broader sample, future research should further apply a person‐organization fit perspective to corporate online recruitment and investigate effects of personality‐related factors such as risk/security‐seeking tendencies. Furthermore, it may be worthwhile to include technology‐oriented variables such as technological self‐efficacy as well.

Practical implications

Corporate employment web sites used to inform potential applicants about employment opportunities should be easy to use. In addition, firms should provide applicants with updated information and make sure that the information provided matches the applicants' needs during their information search process.. Persons who hold a more favorable overall predisposition toward corporate employment web sites are more attracted toward an organization using such sites. This suggests that corporate employment web sites may be particularly effective for certain groups of applicants, beyond the effects of web site content and form.

Originality/value

Drawing on literature in areas such as job applicant decision making, information systems, and web site effectiveness, the paper develops the understanding of the role of web site features in determining intentions to apply for a job via corporate employment web sites.

Details

International Journal of Manpower, vol. 29 no. 8
Type: Research Article
ISSN: 0143-7720

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Article
Publication date: 1 June 1999

Joost M.E. Pennings, Martin G.M. Wetzels and Matthew T.G. Meulenberg

The financial services industry is one of the fastest growing service industries. The financial services industry includes financial derivatives markets such as options and…

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Abstract

The financial services industry is one of the fastest growing service industries. The financial services industry includes financial derivatives markets such as options and futures markets. In order to ensure survival, firms providing financial services show a rapid product innovation. However, for financial services the risk of failure is considerable. Argues that a synthesis between the financial approach and the marketing approach towards financial services provides a conceptual framework for analysing the possible success or failure of futures contracts. The synthesis is illustrated by an empirical study of a new futures contract that might possibly be introduced.

Details

European Journal of Marketing, vol. 33 no. 5/6
Type: Research Article
ISSN: 0309-0566

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Article
Publication date: 1 December 2005

Jeroen Schepers, Martin Wetzels and Ko de Ruyter

Service firms recognize the need to introduce new technologies to stay in the market, or to retain their competitive advantage compared to their rivals. Introducing new…

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Abstract

Purpose

Service firms recognize the need to introduce new technologies to stay in the market, or to retain their competitive advantage compared to their rivals. Introducing new technologies in an organization is by no means easy and poses many challenges like the acceptance and adoption of new technologies by employees. The technology acceptance model (TAM) has often been applied to explain individual technology use. In previous studies, the model has been extended with many different constructs, including personal and technology related factors. Also management support and training have been shown to positively influence technology acceptance. However, the influence of leadership style in this context has not been studied before. This study models and tests two leadership styles (transactional and transformational) as antecedents to perceived usefulness and perceived ease of use of new technologies.

Design/methodology/approach

This is an empirical study in a service setting.

Findings

In the surveyed company transformational leadership positively influences perceived usefulness of the technology. This was fully accounted for by the sub‐dimension of intellectual stimulation. Transactional leadership did not display any significant effects.

Research limitations/implications

Since data analysis was conducted in a single company, future research is needed to generalize the current findings. Furthermore, a longitudinal design would allow for statements regarding the stability and durability of the observed effects.

Practical implications

Besides technology support and training, leader behavior can influence an individual's perception of a technology, ultimately resulting in usage.

Originality/value

Insight has been given to which extent a leadership style can influence technology acceptance and through which mechanisms.

Details

Managing Service Quality: An International Journal, vol. 15 no. 6
Type: Research Article
ISSN: 0960-4529

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Article
Publication date: 17 December 2018

Priya Gunesh and Vishwas Maheshwari

The paper aims to demonstrate the utilization of banks’ career website for publicizing the employer branding strategy to enable effective strategic talent relationship management…

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Abstract

Purpose

The paper aims to demonstrate the utilization of banks’ career website for publicizing the employer branding strategy to enable effective strategic talent relationship management through talent attraction, engagement and retention.

Design/methodology/approach

A qualitative approach using purposive sample comprising HR professionals involving HR directors, reward managers and talent relationship managers, participated in semi-structured interviews.

Findings

This paper provides empirical insights on the use of career websites to disseminate the employer brand. The findings reveal the presence of recruitment orientation career websites across the banking sector. It also conveys HR practitioners’ suggestions for revamping the banks’ career websites to a more screening orientation approach for greater interactivity by both the internal and external talent pools.

Research limitations/implications

The paper depicts the importance attributed around the utilization of career websites in promoting the employer brand by the HR community across the banking sector. It provides clear insights about the specific contents of career websites to enable sustainable talent attraction, engagement and retention.

Originality/value

This paper provides a qualitative insight to the study of employer branding and career websites. Whereas most previous research on career websites have been of a quantitative nature relying predominantly on fictitious websites, having mostly undergraduate students as research participants. This study contributes enormously to the existing literature and practice by unveiling the perceptions of HR professionals on the dissemination of the employer brand through the career website.

Details

International Journal of Organizational Analysis, vol. 27 no. 1
Type: Research Article
ISSN: 1934-8835

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Book part
Publication date: 27 December 2018

Edward J. Malecki

Abstract

Details

Reflections and Extensions on Key Papers of the First Twenty-Five Years of Advances
Type: Book
ISBN: 978-1-78756-435-0

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Article
Publication date: 4 November 2024

Ruud Wetzels, Martin Wetzels, Jos G.A.M. Lemmink, Dhruv Grewal and Volker Kuppelwieser

In spite of offering clear benefits and increased availability, relatively few service research studies rely on eye-tracking. Therefore, this paper aims to assist service…

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Abstract

Purpose

In spite of offering clear benefits and increased availability, relatively few service research studies rely on eye-tracking. Therefore, this paper aims to assist service researchers in harnessing the vast capabilities of eye-tracking technologies and methods for their own inquiries.

Design/methodology/approach

In addition to systematically reviewing extant research in the service domain and the wider marketing field with respect to the fundamentals and practices of eye-tracking, this paper presents a concise, empirical eye-tracking demonstration. These contributions suggest future outlooks for how to incorporate eye-tracking more effectively in service research.

Findings

The systematic literature review informs a comprehensive framework for integrating eye-tracking in service research that comprises research question focus regarding higher-order psychological constructs of interest, appropriate study settings, sample composition, optimal eye-tracking equipment and operationalization considerations.

Research limitations/implications

By establishing a common ground and recommended uses of eye-tracking for service research, this study equips service scholars with the knowledge they need regarding eye-tracking fundamentals, common practices and future outlooks. A simple, empirical example further demonstrates some options for unlocking the unique capabilities of eye-tracking in service research and uncovering the complexities inherent to service experiences and other core service concepts.

Originality/value

This paper compiles and contextualizes insights from existing eye-tracking research, which it uses to draw important lessons for deploying eye-tracking in service domains.

Details

Journal of Services Marketing, vol. 38 no. 9
Type: Research Article
ISSN: 0887-6045

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Article
Publication date: 12 May 2022

Dhruv Grewal, Abhijit Guha, Elisa Schweiger, Stephan Ludwig and Martin Wetzels

Artificial intelligence–enabled voice assistants (VAs), such as Amazon's Alexa, Google Assistant, and Apple's Siri, are available in smartphones, smart speakers, and other digital…

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Abstract

Purpose

Artificial intelligence–enabled voice assistants (VAs), such as Amazon's Alexa, Google Assistant, and Apple's Siri, are available in smartphones, smart speakers, and other digital devices and channels. Use of these VAs is growing rapidly and are expected to significantly impact purchase intentions. This article focuses on how the communications enabled and provided by these VAs influence VA evaluations and usage intentions, contingent on the stage of the customer journey.

Design/methodology/approach

This paper builds from work on VAs, work on artificial intelligence (AI) and work on communications, to offer a comprehensive and up-to-date understanding of how VA evaluations and usage intentions may be impacted by the communications from VAs, contingent on the stage of the customer journey.

Findings

This paper proposes a model for VA enabled communications impact VA evaluations. It builds from work on VAs, AI, communications, and customer journey management. In the proposed model, VA evaluations are not only impacted by source, message and recipient characteristics (per prior communication models), but also by (1) VA/AI specific features, like perceptions of humanness and perceptions of artificiality, and (2) stage of the customer journey.

Practical implications

This paper provides guidance to firms, as regards how VA communications may influence VA evaluations and usage intentions. As an initial conjecture, (1) increasing perceptions of humanness, (2) decreasing perceptions of artificiality (3) a better fit between communications style (e.g. abstract vs concrete), and request type (e.g. transactional vs informational) (4) a better fit between VA communications (e.g. information vs banter), and consumer perceptions of the VA (servant vs partner) and (5) a better fit between VA communications and the stage of the customer journey may positively influence VA evaluations and VA usage intentions.

Originality/value

This paper provides a fresh look at the impact of VA communications, clarifying how such communications impact VA evaluations and usage intentions at various stages of the customer journey.

Details

Journal of Service Management, vol. 33 no. 4/5
Type: Research Article
ISSN: 1757-5818

Keywords

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Book part
Publication date: 28 September 2015

Md Shah Azam

Information and communications technology (ICT) offers enormous opportunities for individuals, businesses and society. The application of ICT is equally important to economic and…

Abstract

Information and communications technology (ICT) offers enormous opportunities for individuals, businesses and society. The application of ICT is equally important to economic and non-economic activities. Researchers have increasingly focused on the adoption and use of ICT by small and medium enterprises (SMEs) as the economic development of a country is largely dependent on them. Following the success of ICT utilisation in SMEs in developed countries, many developing countries are looking to utilise the potential of the technology to develop SMEs. Past studies have shown that the contribution of ICT to the performance of SMEs is not clear and certain. Thus, it is crucial to determine the effectiveness of ICT in generating firm performance since this has implications for SMEs’ expenditure on the technology. This research examines the diffusion of ICT among SMEs with respect to the typical stages from innovation adoption to post-adoption, by analysing the actual usage of ICT and value creation. The mediating effects of integration and utilisation on SME performance are also studied. Grounded in the innovation diffusion literature, institutional theory and resource-based theory, this study has developed a comprehensive integrated research model focused on the research objectives. Following a positivist research paradigm, this study employs a mixed-method research approach. A preliminary conceptual framework is developed through an extensive literature review and is refined by results from an in-depth field study. During the field study, a total of 11 SME owners or decision-makers were interviewed. The recorded interviews were transcribed and analysed using NVivo 10 to refine the model to develop the research hypotheses. The final research model is composed of 30 first-order and five higher-order constructs which involve both reflective and formative measures. Partial least squares-based structural equation modelling (PLS-SEM) is employed to test the theoretical model with a cross-sectional data set of 282 SMEs in Bangladesh. Survey data were collected using a structured questionnaire issued to SMEs selected by applying a stratified random sampling technique. The structural equation modelling utilises a two-step procedure of data analysis. Prior to estimating the structural model, the measurement model is examined for construct validity of the study variables (i.e. convergent and discriminant validity).

The estimates show cognitive evaluation as an important antecedent for expectation which is shaped primarily by the entrepreneurs’ beliefs (perception) and also influenced by the owners’ innovativeness and culture. Culture further influences expectation. The study finds that facilitating condition, environmental pressure and country readiness are important antecedents of expectation and ICT use. The results also reveal that integration and the degree of ICT utilisation significantly affect SMEs’ performance. Surprisingly, the findings do not reveal any significant impact of ICT usage on performance which apparently suggests the possibility of the ICT productivity paradox. However, the analysis finally proves the non-existence of the paradox by demonstrating the mediating role of ICT integration and degree of utilisation explain the influence of information technology (IT) usage on firm performance which is consistent with the resource-based theory. The results suggest that the use of ICT can enhance SMEs’ performance if the technology is integrated and properly utilised. SME owners or managers, interested stakeholders and policy makers may follow the study’s outcomes and focus on ICT integration and degree of utilisation with a view to attaining superior organisational performance.

This study urges concerned business enterprises and government to look at the environmental and cultural factors with a view to achieving ICT usage success in terms of enhanced firm performance. In particular, improving organisational practices and procedures by eliminating the traditional power distance inside organisations and implementing necessary rules and regulations are important actions for managing environmental and cultural uncertainties. The application of a Bengali user interface may help to ensure the productivity of ICT use by SMEs in Bangladesh. Establishing a favourable national technology infrastructure and legal environment may contribute positively to improving the overall situation. This study also suggests some changes and modifications in the country’s existing policies and strategies. The government and policy makers should undertake mass promotional programs to disseminate information about the various uses of computers and their contribution in developing better organisational performance. Organising specialised training programs for SME capacity building may succeed in attaining the motivation for SMEs to use ICT. Ensuring easy access to the technology by providing loans, grants and subsidies is important. Various stakeholders, partners and related organisations should come forward to support government policies and priorities in order to ensure the productive use of ICT among SMEs which finally will help to foster Bangladesh’s economic development.

Details

E-Services Adoption: Processes by Firms in Developing Nations
Type: Book
ISBN: 978-1-78560-325-9

Keywords

Available. Open Access. Open Access
Article
Publication date: 23 July 2019

Michelle M.E. van Pinxteren, Ruud W.H. Wetzels, Jessica Rüger, Mark Pluymaekers and Martin Wetzels

Service robots can offer benefits to consumers (e.g. convenience, flexibility, availability, efficiency) and service providers (e.g. cost savings), but a lack of trust hinders…

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Abstract

Purpose

Service robots can offer benefits to consumers (e.g. convenience, flexibility, availability, efficiency) and service providers (e.g. cost savings), but a lack of trust hinders consumer adoption. To enhance trust, firms add human-like features to robots; yet, anthropomorphism theory is ambiguous about their appropriate implementation. This study therefore aims to investigate what is more effective for fostering trust: appearance features that are more human-like or social functioning features that are more human-like.

Design/methodology/approach

In an experimental field study, a humanoid service robot displayed gaze cues in the form of changing eye colour in one condition and static eye colour in the other. Thus, the robot was more human-like in its social functioning in one condition (displaying gaze cues, but not in the way that humans do) and more human-like in its appearance in the other (static eye colour, but no gaze cues). Self-reported data from 114 participants revealing their perceptions of trust, anthropomorphism, interaction comfort, enjoyment and intention to use were analysed using partial least squares path modelling.

Findings

Interaction comfort moderates the effect of gaze cues on anthropomorphism, insofar as gaze cues increase anthropomorphism when comfort is low and decrease it when comfort is high. Anthropomorphism drives trust, intention to use and enjoyment.

Research limitations/implications

To extend human–robot interaction literature, the findings provide novel theoretical understanding of anthropomorphism directed towards humanoid robots.

Practical implications

By investigating which features influence trust, this study gives managers insights into reasons for selecting or optimizing humanoid robots for service interactions.

Originality/value

This study examines the difference between appearance and social functioning features as drivers of anthropomorphism and trust, which can benefit research on self-service technology adoption.

Details

Journal of Services Marketing, vol. 33 no. 4
Type: Research Article
ISSN: 0887-6045

Keywords

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Book part
Publication date: 7 September 2023

Martin Götz and Ernest H. O’Boyle

The overall goal of science is to build a valid and reliable body of knowledge about the functioning of the world and how applying that knowledge can change it. As personnel and…

Abstract

The overall goal of science is to build a valid and reliable body of knowledge about the functioning of the world and how applying that knowledge can change it. As personnel and human resources management researchers, we aim to contribute to the respective bodies of knowledge to provide both employers and employees with a workable foundation to help with those problems they are confronted with. However, what research on research has consistently demonstrated is that the scientific endeavor possesses existential issues including a substantial lack of (a) solid theory, (b) replicability, (c) reproducibility, (d) proper and generalizable samples, (e) sufficient quality control (i.e., peer review), (f) robust and trustworthy statistical results, (g) availability of research, and (h) sufficient practical implications. In this chapter, we first sing a song of sorrow regarding the current state of the social sciences in general and personnel and human resources management specifically. Then, we investigate potential grievances that might have led to it (i.e., questionable research practices, misplaced incentives), only to end with a verse of hope by outlining an avenue for betterment (i.e., open science and policy changes at multiple levels).

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