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Article
Publication date: 14 September 2023

Yanxia Wang and Ping Lai

The perseverative cognition framework suggests that observing ostracism has negative implications for observers due to affective rumination and that a proactive personality might…

522

Abstract

Purpose

The perseverative cognition framework suggests that observing ostracism has negative implications for observers due to affective rumination and that a proactive personality might make observers more vulnerable to this effect.

Design/methodology/approach

Data from 49 team leaders and 218 team members were obtained through a three-wave survey in China. Path analysis was used to examine the theoretical model.

Findings

The results indicate that observing ostracism increased turnover intention and reduced task performance and that these relationships were mediated by affective rumination. Furthermore, these effects were stronger for observers with high proactive personality.

Research limitations/implications

Workplace ostracism harms employees; however, its effects on observers remain underexplored. This paper extends research on the effects of ostracism by revealing that ostracism is not only harmful to the well-being of its victims but also adversely affects the work-related attitudes and behaviors of observers, especially those with proactive personality.

Practical implications

Organizations should be aware of the harmful effects of workplace ostracism on observers, and take actions to inhibit workplace ostracism as well as reduce the negatives impacts.

Originality/value

The results reveal the cognitive mechanism of affective rumination, in which observing workplace ostracism affects observers' behaviors and attitudes, highlighting the importance of observing effect of workplace ostracism.

Details

Journal of Managerial Psychology, vol. 38 no. 7
Type: Research Article
ISSN: 0268-3946

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Article
Publication date: 2 December 2021

Bang-Ning Hwang, Yi-Ping Lai and Chunhsien Wang

This study aims to examine the relationships among open innovation, organizational ambidexterity and firm performance. One important aspect of open innovation is that it enables a…

2098

Abstract

Purpose

This study aims to examine the relationships among open innovation, organizational ambidexterity and firm performance. One important aspect of open innovation is that it enables a firm to develop its organizational ambidexterity capability and become more efficient in using this capability to improve its performance.

Design/methodology/approach

The authors introduce a moderated mediation theoretical framework to reveal the bridging role of organizational ambidexterity in the effect of open innovation on firm performance. The theoretical model is empirically validated using survey data from 215 high-tech firms.

Findings

The authors find that open innovation plays a moderating role in the relationship between organizational ambidexterity and firm performance. Furthermore, organizational ambidexterity plays a significant mediating role in the relationship between open innovation and firm performance, and open innovation has a nonlinear, inverse U-shaped moderation effect on the relationship between organizational ambidexterity and firm performance.

Research limitations/implications

This is one of the first studies to undertake a moderated mediation analysis by highlighting the mediating role of organizational ambidexterity and the moderating role of open innovation in influencing firm performance. The authors make a theoretical contribution to the field of open innovation and organizational behavior, and the authors provide concrete and feasible decision-making suggestions to decision makers adopting open innovation.

Practical implications

The empirical results can help high-tech firm managers ascertain the organizational ambidexterity practices that can be employed and determine the level of open innovation to enhance firm performance.

Originality/value

This research provides new insights into whether and how firms can grasp the benefits of organizational ambidexterity to undertake open innovation activities. The findings not only contribute to advancing the mediating effect of organizational ambidexterity but also verify the inverse U-shaped moderation of open innovation in the relationship between organizational ambidexterity and firm performance.

Details

European Journal of Innovation Management, vol. 26 no. 3
Type: Research Article
ISSN: 1460-1060

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Article
Publication date: 1 February 2000

Elsa LaiPing Leong Koljonen and Richard A. Reid

This paper describes and illustrates the application of a relatively new approach to assessing the operations management aspects of providing customer service. It presents the…

3304

Abstract

This paper describes and illustrates the application of a relatively new approach to assessing the operations management aspects of providing customer service. It presents the results of a customer‐based assessment, the walk‐through audit (WTA), administered on new clients at a recently established law firm. Although the clients rated their services above satisfactory in general, relatively poor performance was noted in four areas. While using the same evaluation instrument, the firm’s senior partners identified a set of like deficiencies, yet consistently ranked the firm’s performance higher than did their clients. Next, the WTA was administered to small samples of new clients at four of Hong Kong’s most highly‐respected and well‐established law firms. Although the benchmarked firms’ received higher ratings for all audited areas, the ratings were statistically significantly higher (p < 0.01) in the four areas of concern. The benchmark results were successful in attracting the attention of the study firm’s partners who agreed that corrective action needed to be initiated relative to the four problem areas.

Details

Managing Service Quality: An International Journal, vol. 10 no. 1
Type: Research Article
ISSN: 0960-4529

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Article
Publication date: 1 May 2001

Lawrence W.C. Lai and Daniel C.W. Ho

Extending the ground works of Ho (1993), Baldwin (1994), Walters and Hastings (1998a, 1998b) on property management in Hong Kong, this short paper documents the context[1] of…

1803

Abstract

Extending the ground works of Ho (1993), Baldwin (1994), Walters and Hastings (1998a, 1998b) on property management in Hong Kong, this short paper documents the context[1] of research on illegal structures, explains the incentive for building illegal structures on government land and private property and discusses the significance of illegal structures for the proprietor and the property manager, as well as the relevant legislative provisions and policies.

Details

Property Management, vol. 19 no. 2
Type: Research Article
ISSN: 0263-7472

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Publication date: 11 August 2016

Ping-fu (Brian) Lai and Wai Lun (Patrick) Cheung

This chapter introduces demographic variables in empirical regression to help find whether demographic changes have an impact on economic growth. There is evidence from estimated…

Abstract

This chapter introduces demographic variables in empirical regression to help find whether demographic changes have an impact on economic growth. There is evidence from estimated values in this chapter to suggest that there is no impact that demographic changes in Hong Kong is affecting the economic growth. The population growth has purely a transition impact where the fertility rate was low in early 2000 up to 2015 as the size of the dependency ratio increases. Besides testing demographic variables the government emphasises better education for all people of ages for prosperous growth but in fact has a negative response on educational investment on the growth of the economy. A well-educated country individual does not suggest a higher productivity in economy growth. An important implication is that there has been no single variable as yet that has seriously impacted the economy growth, but there will be changes in the coming years and has to be attended in result to avoid a diminishing economy.

Details

The Spread of Financial Sophistication through Emerging Markets Worldwide
Type: Book
ISBN: 978-1-78635-155-5

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Available. Content available
Book part
Publication date: 11 August 2016

Abstract

Details

The Spread of Financial Sophistication through Emerging Markets Worldwide
Type: Book
ISBN: 978-1-78635-155-5

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Article
Publication date: 1 February 2008

Kongkiti Phusavat and Rapee Kanchana

This paper aims to examine and describe competitive priorities for service providers in Thailand. This research responds to the need expressed by the Federation of Thai Industries…

3822

Abstract

Purpose

This paper aims to examine and describe competitive priorities for service providers in Thailand. This research responds to the need expressed by the Federation of Thai Industries (FTI) for understanding these priorities. This study is part of a planning session on future enhancement of its members' competitiveness.

Design/methodology/approach

The survey, developed by Takala, was modified to gather feedback and opinions from top executives of ten service providers. These companies mainly provided technical services to customers. This survey consisted of six criteria or competitive priorities with a total of 31 dimensions. The analysis and computations were on both relative and global weights of the responses, derived from the analytical hierarchy process.

Findings

Quality represented the most important competitive priority. Quality was given the highest weight of 36.4 percent, while service provision, customer‐focus, and know‐how were at 20.4, 12.9 and 12.5 percent, respectively. The remaining weights were 9.8 percent for costs, and 8.0 percent for flexibility.

Practical implications

The awareness on competitive priorities was beneficial to the future organizational development of service providers in Thailand. These findings also helped reassure the FTI's current efforts on promoting quality among its members.

Originality/value

The knowledge on competitive priorities potentially helps companies formulate future strategies and action plans. It serves as feedback and a milestone for the FTI's effectiveness on promoting quality among the members in its service‐related clusters.

Details

Industrial Management & Data Systems, vol. 108 no. 1
Type: Research Article
ISSN: 0263-5577

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Article
Publication date: 19 January 2023

Raksmey Sann and Pei-Chun Lai

This study aims to understand the satisfaction and needs of eastern and western travelers as hotel guest, based on their experiences as seen in guest reviews and review topics.

510

Abstract

Purpose

This study aims to understand the satisfaction and needs of eastern and western travelers as hotel guest, based on their experiences as seen in guest reviews and review topics.

Design/methodology/approach

Considering 2,965 and 1,035 western and eastern traveler reviews, respectively, from 47 countries, obtained from TripAdvisor listed-hotel in Phnom Penh and Siem Reap city in Cambodia, this study investigates the differences in hotel guest satisfaction and needs by using topic modeling (i.e. latent Dirichlet allocation [LDA]).

Findings

The results reveal differences in the online preferences, experiences, expectations and behaviors of hotel guests from different cultural backgrounds. Though western and eastern travelers appear to place similar emphasis on service, location, room and destination. The westerners more likely focus on meal and online reservation, whereas the easterners focus on hotel facility.

Research limitations/implications

Reviews were obtained from only two cities in Cambodia, which is not an adequate representation of the diverse travelers visiting the country.

Practical implications

The comparison highlighting the similarities and dissimilarities between western and eastern traveler perspectives enable hoteliers to understand guests’ preferences and their hidden changes in (dis)satisfaction and leverage it to improve hotel service quality, increase occupancy and, thereby, maximize profits.

Originality/value

This study contributes to the literature on hotel guests’ experiences by presenting the difference in perceptions of service experience of western and eastern travelers, through topic modeling.

Details

Consumer Behavior in Tourism and Hospitality, vol. 18 no. 1
Type: Research Article
ISSN: 2752-6666

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Article
Publication date: 17 February 2023

Raksmey Sann, Pei-Chun Lai, Shu-Yi Liaw and Chi-Ting Chen

This study aims to develop an assessment scale for university service quality (university SQ) and examine University Service Quality assessment model (UNIQUAL) of higher education…

704

Abstract

Purpose

This study aims to develop an assessment scale for university service quality (university SQ) and examine University Service Quality assessment model (UNIQUAL) of higher education during the pandemic.

Design/methodology/approach

Two studies applied a mixed-method design to develop and validate the UNIQUAL scale. In-depth interviews and literature reviews were conducted to refine the initial dimensions and items of UNIQUAL in Study 1. Item analysis, EFA and CFA were then conducted to purify item refinement, scale refinement, purification and validation in Study 2. Finally, a confirmed UNIQUAL model was analyzed via partial least squares structural equation modeling (PLS-SEM) using Smart-PLS 4.0.

Findings

The research confirms the four-factor structure of UNIQUAL, with a total of 16 items, to be a valid and reliable scale for the assessment of the service quality (SQ) of universities. Having adopted the bias-corrected and accelerated (BCa) bootstrap approach to study 5,000 subsamples from 27 countries, the authors found “responsiveness” and “empathy” to be significantly associated and have positive relationships with students' satisfaction with university SQ. Furthermore, university SQ and satisfaction were mediated by “health and safety” concerns.

Practical implications

The newly developed UNIQUAL scale would be of value to educators and authorities of higher education to assess the SQ of their universities to enhance the effectiveness of student learning. The improvement in satisfaction with higher education's SQ ultimately helps in retaining both international and local students amidst concerns about traveling and studying during the pandemic.

Social implications

COVID-19 has affected the private and public sectors worldwide. Millions of students have been affected by schools being shut down and substituted with distance-learning programs. Thus, the assessment of the quality of university services has become an important support mechanism for retaining the sustainability of higher education.

Originality/value

The UNIQUAL scale provides a conceptual model and validates an assessment tool. The research hypotheses confirm the relationship between university SQ and satisfaction from the perspective of international students.

Details

Journal of Hospitality and Tourism Insights, vol. 6 no. 5
Type: Research Article
ISSN: 2514-9792

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Article
Publication date: 1 December 2020

Raksmey Sann and Pei-Chun Lai

This paper aims to shed light on differences in the patterns of online rating behavior that Chinese- and English-speaking travelers adopt when making hotel reviews on TripAdvisor.

555

Abstract

Purpose

This paper aims to shed light on differences in the patterns of online rating behavior that Chinese- and English-speaking travelers adopt when making hotel reviews on TripAdvisor.

Design/methodology/approach

A dual analysis was conducted on 800 online reviews for eight hotel brands. The brands, which are currently operating in Bangkok City, are considered to be representative of their categories. The hotels were selected based on their abilities to meet the quantitative and qualitative requirements of the text mining strategy adopted in this study.

Findings

The results reveal that, with respect to all of the hotel service attributes (i.e. Service, Cleanliness, Room, Sleep Quality, Location, Value and Overall), the ratings offered by the English-speaking guests were higher than the Chinese-speaking travelers. Based on the qualitative analysis, the ten service attributes which had the most impact on traveler satisfaction were distinguished. These attributes were then classified into three broadly themed categories including intangible service, tangible service and staying experience. The results from the word frequency analysis also helps to clarify which features are drawing attention from travelers from different backgrounds.

Originality/value

This study contributes to tourism and hospitality literature by confirming certain differences in the online rating behavior of Chinese- and English-speaking hotel guests.

Details

International Journal of Culture, Tourism and Hospitality Research, vol. 15 no. 1
Type: Research Article
ISSN: 1750-6182

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