Yang Li, Ruolan Hou and Ran Tan
This study aims to investigate how chatbots’ warmth and competence affect customer behavioural expectation (i.e. purchase, recommendation) through perceived humanness and…
Abstract
Purpose
This study aims to investigate how chatbots’ warmth and competence affect customer behavioural expectation (i.e. purchase, recommendation) through perceived humanness and perceived persuasiveness. Moreover, prior knowledge of chatbot is considered the boundary condition of the effects of chatbots’ warmth and competence.
Design/methodology/approach
A lab-in-field experiment with 213 participants and a scenario-based experiment of 186 participants were used to test the model using partial least squares structural equation modelling via SmartPLS 4.
Findings
Chatbot warmth positively affects customer behavioural expectation through perceived humanness while chatbot competence positively affects customer behavioural expectation through perceived persuasiveness. Prior knowledge of chatbot positively moderates the effect of chatbot warmth on perceived humanness.
Research limitations/implications
This study provides nuanced insights into the effects of chatbots’ warmth and competence on customer behavioural expectation. Future studies could extend the model by exploring additional boundary conditions of the effects of chatbots’ warmth and competence in different generations.
Practical implications
This study offers insightful suggestions for marketing managers on how to impress and convert online customers through designing verbal scripts in customer−chatbot conversations that encourage the customers to anthropomorphise the chatbots.
Originality/value
This study probes into the effects of chatbots’ warmth and competence on customer behavioural expectation by proposing and examining a novel research model that incorporates perceived humanness and perceived persuasiveness as the explanatory mechanisms and prior knowledge of chatbot as the boundary condition.
Details
Keywords
Tengjiao Lin, Zi-ran Tan, Ze-yin He, Hong Cao and He-sheng Lv
This paper aims to introduce the moment of inertia of the driving and driven end of the clutch into the analysis of the transient temperature field of a friction plate and studied…
Abstract
Purpose
This paper aims to introduce the moment of inertia of the driving and driven end of the clutch into the analysis of the transient temperature field of a friction plate and studied the influencing factors on that, especially to a marine gearbox.
Design/methodology/approach
A three-dimensional transient heat transfer analysis model of a wet clutch friction plate used in a marine gearbox is developed, and the transient characteristics of the temperature field during engagement are analyzed with taking account of the influence factors such as the sliding friction coefficient, engaging revolving speed, moment of inertia and applied engagement pressure.
Findings
The paper found out that the hot spot appears on the surface of the friction plate, taking account of the effect of radial slots and spiral groove. To avoid damage to the friction plate as a result of overheating, the appropriate sliding friction coefficient, lower engaging revolving speed and reasonable selection of applied engagement pressure curve can ensure a favorable heating situation of the friction plate. The reasonable structural design for the clutch with a bigger moment of inertia of driving end and smaller moment of inertia of driven end can reduce the engaging time effectively and decrease the peak temperature of the friction plate.
Originality/value
This paper fulfils a method to study the transient temperature field of a wet clutch friction plate, especially used in a marine gearbox.
Details
Keywords
Hong Ge, Wei Wang, Yuting Wang and Ran Tan
Original equipment manufacturers (OEMs) are increasingly discoursing well-known brands to support their own brands. This study explores how original equipment manufacturing (OEM…
Abstract
Purpose
Original equipment manufacturers (OEMs) are increasingly discoursing well-known brands to support their own brands. This study explores how original equipment manufacturing (OEM) brand disclosure affects willingness to buy (WTB) by examining the mediation effect of perceived brand competence (PBC) and perceived brand warmth (PBW), as well as the moderating effects of product type and consumer self-esteem (CSE).
Design/methodology/approach
This study builds on signal theory and the stereotype content model to theorize the mediating role of PBC and PBW between OEM brand disclosure and WTB. A 2×2 between-subjects experiment with 442 participants was conducted, employing ANOVA, seemingly unrelated regression and moderated mediation tests to examine the hypotheses.
Findings
OEM brand disclosure is positively related to WTB through PBC and PBW. Specifically, PBC’s mediation effect on OEM brand disclosure is stronger than that of PBW. Additionally, the mediation effect of OEM brand disclosure on WTB via PBC is moderated by product type and CSE.
Originality/value
This study contributes to the existing brand self-disclosure and brand spillover literature by opening the black box of how OEM brand disclosure affects WTB and reveals the underlying mechanisms of PBC and PBW. It offers valuable insights for OEMs to leverage previous OEM brands to support their own brands by improving PBC and PBW and is more beneficial for consumers with high self-esteem and experience products.
Details
Keywords
Yang Li, Ran Tan and Xiang Gong
This study aims to investigate the psychological mediating mechanisms through which omnichannel integration affects customer word-of-mouth (WOM) behaviors in omnichannel retailing.
Abstract
Purpose
This study aims to investigate the psychological mediating mechanisms through which omnichannel integration affects customer word-of-mouth (WOM) behaviors in omnichannel retailing.
Design/methodology/approach
Guided by prior omnichannel retailing studies, the authors identify taxonomy of customer WOM behaviors with three archetypes, namely, face-to-face WOM, online store WOM, and social media WOM. Then, the authors draw on social exchange theory (SET) to explain how omnichannel integration influences customer WOM behaviors through the mediating roles of perceived personal preference fit and perceived social relatedness. The authors empirically tested the model using structural equation modeling and multiple mediation analysis with a field survey of 335 omnichannel customers.
Findings
Perceived personal preference fit positively influences face-to-face WOM and social media WOM, whereas perceived social relatedness is positively associated with face-to-face WOM, online store WOM, and social media WOM. Furthermore, transactional integration and relational integration positively affect perceived personal preference fit, whereas relational integration has a positive effect on perceived social relatedness. Finally, perceived personal preference fit mediates the effects of transactional integration and relational integration on face-to-face WOM and social media WOM. Perceived social relatedness mediates the effects of relational integration on face-to-face WOM, online store WOM, and social media WOM.
Originality/value
The authors' study advances the omnichannel retailing literature by proposing a taxonomy of customer WOM behaviors in omnichannel retailing and identifying the mediating mechanisms through which omnichannel integration influences customer WOM behaviors.
Details
Keywords
Singapore politics update.
Details
DOI: 10.1108/OXAN-DB225166
ISSN: 2633-304X
Keywords
Geographic
Topical
See Kwnog Goh, Julio Diéguez-Soto and Jing Yi Yong
This case is based on a family business in the retail industry located in various cities in Malaysia. Celebrating its 33rd anniversary in 2023, the company was officially…
Abstract
This case is based on a family business in the retail industry located in various cities in Malaysia. Celebrating its 33rd anniversary in 2023, the company was officially established by Tan Lee Hong in 1990, who later invited his brothers and sisters to join the business, making it a family business. Tan Lee Hong started the stationary store business because he was determined to provide his family a better life. Similar to most family businesses, there were challenges that the CEO needed to cope with in addressing family and business. In addition, during the COVID-19 pandemic, all the stores were temporarily closed which affected the performance of the business, and they had to come up with a solution to overcome the situation.
Details
Keywords
Presents a special issue, enlisting the help of the author’s students and colleagues, focusing on age, sex, colour and disability discrimination in America. Breaks the evidence…
Abstract
Presents a special issue, enlisting the help of the author’s students and colleagues, focusing on age, sex, colour and disability discrimination in America. Breaks the evidence down into manageable chunks, covering: age discrimination in the workplace; discrimination against African‐Americans; sex discrimination in the workplace; same sex sexual harassment; how to investigate and prove disability discrimination; sexual harassment in the military; when the main US job‐discrimination law applies to small companies; how to investigate and prove racial discrimination; developments concerning race discrimination in the workplace; developments concerning the Equal Pay Act; developments concerning discrimination against workers with HIV or AIDS; developments concerning discrimination based on refusal of family care leave; developments concerning discrimination against gay or lesbian employees; developments concerning discrimination based on colour; how to investigate and prove discrimination concerning based on colour; developments concerning the Equal Pay Act; using statistics in employment discrimination cases; race discrimination in the workplace; developments concerning gender discrimination in the workplace; discrimination in Japanese organizations in America; discrimination in the entertainment industry; discrimination in the utility industry; understanding and effectively managing national origin discrimination; how to investigate and prove hiring discrimination based on colour; and, finally, how to investigate sexual harassment in the workplace.
Details
Keywords
Puteri Sofia Amirnuddin, Thivashini B. Jaya Kumar and Kok Wei Khong
This case concerns a family business in relation to renewable energy, property investment, construction services, civil engineering and mechanical and electrical engineering…
Abstract
This case concerns a family business in relation to renewable energy, property investment, construction services, civil engineering and mechanical and electrical engineering services. The family business was established by two founders who have subsequently appointed their children to handle the management side of the company. The case illustrates the importance of grooming founders' children with technical knowledge and skills in relation to the business area of specialisation. The case also reflects that an autocratic style of management by the founder can form a fragile organisation. When the founder becomes ill, trouble looms as everyone becomes lost when it comes to business direction particularly in times of unprecedented pandemic. This case shows what can happen when there is lack of communication, reasoning and succession planning can do to a family business.
Details
Keywords
Constitutional reform in Singapore.