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Article
Publication date: 13 June 2019

John Bret Becton, H. Jack Walker, J. Bruce Gilstrap and Paul H. Schwager

The purpose of this paper is to investigate how HR professionals use social networking website information to evaluate applicants’ propensity to engage in counterproductive work…

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Abstract

Purpose

The purpose of this paper is to investigate how HR professionals use social networking website information to evaluate applicants’ propensity to engage in counterproductive work behaviors and suitability for hire.

Design/methodology/approach

Using an experimental design, 354 HR professionals participated in a two-part study. In part 1, participants viewed a fictitious resume and rated the applicant’s likelihood to engage in counterproductive work behavior as well as likelihood of a hiring recommendation. In part 2, participants viewed a fictitious social networking website profile for the applicant and repeated the ratings from part 1. The authors analyzed their responses to determine the effect viewing a social network website (SNW) profile had on ratings of the applicant.

Findings

Unprofessional SNW information negatively affected ratings of applicants regardless of applicants’ qualifications, while professional SNW profile information failed to improve evaluations regardless of qualifications.

Originality/value

Anecdotal reports suggest that many employers use SNW information to eliminate job applicants from consideration despite an absence of empirical research that has examined how SNW content influences HR recruiters’ evaluation of job applicants. This study represents one of the first attempts to understand how HR professionals use such information in screening applicants. The findings suggest that unprofessional SNW profiles negatively influence recruiter evaluations while professional SNW profile content has little to no effect on evaluations.

Details

Personnel Review, vol. 48 no. 5
Type: Research Article
ISSN: 0048-3486

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Article
Publication date: 27 June 2008

C. Bryan Foltz, Paul H. Schwager and John E. Anderson

This paper aims to improve understanding of individuals' awareness and perceptions of computer usage policies (CUPs) and why individuals elect not to read these policies.

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Abstract

Purpose

This paper aims to improve understanding of individuals' awareness and perceptions of computer usage policies (CUPs) and why individuals elect not to read these policies.

Design/methodology/approach

MBA students were asked to complete an online survey evaluating their behavioral intention to read CUPs, as well as their performance of this behavior. Factors contributing to the intention to read policies were also examined. The resulting data were analyzed with Smart PLS.

Findings

Results suggest that three factors influence individual intention to read CUPs. These factors include attitude, apathy, and social trust. The model explained about 70 percent of individual intention to read CUPs and about 44 percent of the variability in actually reading these policies.

Research limitations/implications

The sample is limited to MBA students from a single university.

Practical implications

Although written policy statements are often considered the cornerstone of computer security, many individuals elect not to read these policies. Thus, other methods of communication must be used.

Originality/value

This paper examines the reasons individuals elect not to read CUPs. Given the importance of these policies as deterrents to information systems misuse and computer crime, understanding why individuals fail to read policies is a critical first step in enhancing user knowledge of computer security.

Details

Industrial Management & Data Systems, vol. 108 no. 6
Type: Research Article
ISSN: 0263-5577

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Available. Content available
Book part
Publication date: 5 February 2019

Les Coleman

Abstract

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New Principles of Equity Investment
Type: Book
ISBN: 978-1-78973-063-0

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Article
Publication date: 10 April 2017

Judy Zolkiewski, Victoria Story, Jamie Burton, Paul Chan, Andre Gomes, Philippa Hunter-Jones, Lisa O’Malley, Linda D. Peters, Chris Raddats and William Robinson

The purpose of this paper is to critique the adequacy of efforts to capture the complexities of customer experience in a business-to-business (B2B) context using input–output…

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Abstract

Purpose

The purpose of this paper is to critique the adequacy of efforts to capture the complexities of customer experience in a business-to-business (B2B) context using input–output measures. The paper introduces a strategic customer experience management framework to capture the complexity of B2B service interactions and discusses the value of outcomes-based measurement.

Design/methodology/approach

This is a theoretical paper that reviews extant literature related to B2B customer experience and asks fresh questions regarding B2B customer experience at a more strategic network level.

Findings

The paper offers a reconceptualisation of B2B customer experience, proposes a strategic customer experience management framework and outlines a future research agenda.

Research limitations/implications

This paper is conceptual and seeks to raise questions surrounding the under-examined area of B2B customer experience. As a consequence, it has inevitable limitations resulting from the lack of empirical evidence to support the reconceptualisation.

Practical implications

Existing measures of customer experience are problematic when applied in a B2B (services) context. Rather than adopting input- and output-based measures, widely used in a business-to-consumer (B2C) context, a B2B context requires a more strategic approach to capturing and managing customer experience. Focussing on strategically important issues should generate opportunities for value co-creation and are more likely to involve outcomes-based measures.

Social implications

Improving the understanding of customer experience in a B2B context should allow organisations to design better services and consequently enhance the experiences of their employees, their customers and other connected actors.

Originality/value

This paper critiques the current approach to measuring customer experience in a B2B context, drawing on contemporary ideas of value-in-use, outcomes-based measures and “Big Data” to offer potential solutions to the measurement problems identified.

Details

Journal of Services Marketing, vol. 31 no. 2
Type: Research Article
ISSN: 0887-6045

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Book part
Publication date: 14 October 2019

Georgina Lukanova and Galina Ilieva

Purpose: This paper presents a review of the current state and potential capabilities for application of robots, artificial intelligence and automated services (RAISA) in hotel…

Abstract

Purpose: This paper presents a review of the current state and potential capabilities for application of robots, artificial intelligence and automated services (RAISA) in hotel companies.

Design/methodology/approach: A two-step approach was applied in this study. First, the authors make a theoretical overview of the robots, artificial intelligence and service automation (RAISA) in hotels. Second, the authors make a detailed overview of various case studies from global hotel practice.

Findings: The application of RAISA in hotel companies is examined in connection with the impact that technology has on guest experience during each of the five stages of the guest cycle: pre-arrival, arrival, stay, departure, assessment.

Research implications: Its implications can be searched with respect to future research. It deals with topics such as how different generations (guests and employees) perceive RAISA in the hotel industry and what is the attitude of guests in different categories of hotels (luxury and economy) towards the use of RAISA. It also shows what is the attitude of different types of tourists (holiday, business, health, cultural, etc.) and what kinds of robots (androids or machines) are more appropriate for different types of hotel operations.

Practical implications: The implications are related to the improvement of operations and operational management, marketing and sales, enhancement of customer experience and service innovation, training and management.

Originality/value: This book chapter complements and expands research on the role of RAISA in the hotel industry and makes some projections about the use of technologies in the future.

Details

Robots, Artificial Intelligence, and Service Automation in Travel, Tourism and Hospitality
Type: Book
ISBN: 978-1-78756-688-0

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Book part
Publication date: 23 February 2023

Allison M. Ryan and Jessica E. Kilday

Abstract

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Remembering the Life, Work, and Influence of Stuart A. Karabenick
Type: Book
ISBN: 978-1-80455-710-5

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Book part
Publication date: 8 August 2022

Maksim Godovykh

The most commonly described components of customer experience include cognitive and affective aspects. However, the subjective self-reported methods traditionally applied in…

Abstract

The most commonly described components of customer experience include cognitive and affective aspects. However, the subjective self-reported methods traditionally applied in tourism research cannot fully represent the instant, dynamic, and affective nature of customer experience. Therefore, there is a need for moment-based approaches and longitudinal methods in tourism research. The chapter provides a selective review of measures that can be used to assess the affective aspects of customer experience. Taking into account the advantages and limitations of each method, the integration of self-reported scales, moment-based psychophysiological techniques, and longitudinal methods should be considered as the best approach to measuring affective components of customer experience in tourism. This holistic interdisciplinary approach will help researchers and tourism practitioners understand the relationship between affective and cognitive components of tourists' pre-visit, onsite, and post-visit experience, as well as evaluate the effectiveness of marketing campaigns, identify weak points of tourists' customer journey, and maximize total travel experience.

Details

Contemporary Approaches Studying Customer Experience in Tourism Research
Type: Book
ISBN: 978-1-80117-632-3

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Article
Publication date: 3 December 2024

Manit Mishra

This study consolidates the current state of knowledge in customer experience (CX) research by examining literature published over last 20 years (2003–2022). The purpose is to…

102

Abstract

Purpose

This study consolidates the current state of knowledge in customer experience (CX) research by examining literature published over last 20 years (2003–2022). The purpose is to create a holistic snapshot through synthesis of extant CX research; and thereafter, leverage the snapshot to generate directions for future inquiry.

Design/methodology/approach

The study uses systematic literature review (SLR) using SPAR-4-SLR protocol to generate a set of 277 articles. We follow it up with scientometric analysis techniques of bibliographic coupling and betweenness centrality measurement. Finally, to extract topics from the full-text content of sampled articles, we carry out topic modelling using BERTopic.

Findings

The study unearths following insights: (1) the predominant underlying topics in extant CX research are: service experience, store brand marketing, mall and online shopping, fun and luxury marketing, brand equity and loyalty artificial intelligence (AI) and machine learning (ML) and augmented reality (AR) and virtual reality (VR); (2) bibliographic coupling suggests existence of six clusters in CX research. The study also showcases the nucleus of CX research, flagship research, major publication outlets and representative studies for each extracted topic.

Research limitations/implications

The paper introduces BERTopic to marketing scholars as a novel method of executing topic modelling and thereby, unearthing latent insights.

Originality/value

The study expands the body of knowledge on CX by applying three complementary analytical approaches: SLR, scientometric analysis and topic modelling using BERTopic.

Details

Marketing Intelligence & Planning, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0263-4503

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Book part
Publication date: 5 February 2019

Les Coleman

Abstract

Details

New Principles of Equity Investment
Type: Book
ISBN: 978-1-78973-063-0

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Article
Publication date: 9 May 2008

Majed R. Muhtaseb and Chun Chun “Sylvia” Yang

The purpose of this paper is two fold: educate investors about hedge fund managers' activities prior to the fraud recognition by the authorities and to help investors and other…

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Abstract

Purpose

The purpose of this paper is two fold: educate investors about hedge fund managers' activities prior to the fraud recognition by the authorities and to help investors and other stakeholders in the hedge fund industry identify red flags before fraud is actually committed.

Design/methodology/approach

The paper investigates fraud committed by the Bayou Funds, Beacon Hill Asset Management, Lancer Management Group (LMG), Lipper & Company and Maricopa investment fund. The fraud activities took place during 2000 and 2005.

Findings

The five cases alone cost the hedge fund investors more than $1.5 billion. Investors may have had a good opportunity for avoiding the irrecoverable costs of the fraud had they carefully vetted the backgrounds of the hedge fund managers and/or continuously monitored the funds activities, especially during turbulent market environments.

Originality/value

This is the first research paper to identify and extensively investigate fraud committed by hedge funds. In spite of the size of the hedge fund industry and relatively substantial level and inevitably recurring fraud, academic journals are to yet address this issue. The paper is of great value to hedge funds and their individual and institutional investors, asset managers, financial advisers and regulators.

Details

Journal of Financial Crime, vol. 15 no. 2
Type: Research Article
ISSN: 1359-0790

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