Xiaolan Cui, Shuqin Cai and Yuchu Qin
The purpose of this paper is to propose a similarity-based approach to accurately retrieve reference solutions for the intelligent handling of online complaints.
Abstract
Purpose
The purpose of this paper is to propose a similarity-based approach to accurately retrieve reference solutions for the intelligent handling of online complaints.
Design/methodology/approach
This approach uses a case-based reasoning framework and firstly formalizes existing online complaints and their solutions, new online complaints, and complaint products, problems and content as source cases, target cases and distinctive features of each case, respectively. Then the process of using existing word-level, sense-level and text-level measures to assess the similarities between complaint products, problems and contents is explained. Based on these similarities, a measure with high accuracy in assessing the overall similarity between cases is designed. The effectiveness of the approach is evaluated by numerical and empirical experiments.
Findings
The evaluation results show that a measure simultaneously considering the features of similarity at word, sense and text levels can obtain higher accuracy than those measures that consider only one level feature of similarity; and that the designed measure is more accurate than all of its linear combinations.
Practical implications
The approach offers a feasible way to reduce manual intervention in online complaint handling. Complaint products, problems and content should be synthetically considered when handling an online complaint. The designed procedure of the measure with high accuracy can be applied in other applications that consider multiple similarity features or linguistic levels.
Originality/value
A method for linearly combining the similarities at all linguistic levels to accurately assess the overall similarities between online complaint cases is presented. This method is experimentally verified to be helpful to improve the accuracy of online complaint case retrieval. This is the first study that considers the accuracy of the similarity measures for online complaint case retrieval.
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Mohamed M. Elsotouhy, Abdelkader M. A. Mobarak, Mona I. Dakrory, Mohamed A. Ghonim and Mohamed A. Khashan
Despite the significance of donations (Sadaqah) via mobile payment in Islamic countries, little is known about the variables influencing continuance intention toward using m…
Abstract
Purpose
Despite the significance of donations (Sadaqah) via mobile payment in Islamic countries, little is known about the variables influencing continuance intention toward using m-payment for donations (Sadaqah). Based on the stimulus-organism-response (S-O-R) model, this research explores the influence of perceived quality (i.e. system, information, service) as a stimulus on customer satisfaction, engagement and delight as organisms, which then affects continuance intention toward using m-payment for donations (Sadaqah) as a response. Moreover, the study investigates the moderating role of Islamic religiosity.
Design/methodology/approach
Using partial least squares structural equation modeling (PLS-SEM), a representative data sample of 419 Egyptian Muslims was analyzed to test hypotheses.
Findings
The findings revealed that all perceived quality constructs significantly positively affect customers' satisfaction. Customer satisfaction, in turn, positively affects customer engagement and delight. Moreover, customer engagement, delight and Islamic religiosity significantly positively affect continuance intention toward using m-payment for donations (Sadaqah). The findings also revealed that Islamic religiosity moderates the influence of customer engagement and customer delight on continuance intention toward using m-payment for donations (Sadaqah).
Originality/value
This is the first study to examine using m-payment for donations (Sadaqah) in an Islamic environment based on the S-O-R model.
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This study examined the effectiveness of a 4.5-day service leadership program for students from Chinese universities using objective outcome evaluation. The participants were…
Abstract
This study examined the effectiveness of a 4.5-day service leadership program for students from Chinese universities using objective outcome evaluation. The participants were assessed before and after the program, with two post-test measurements (immediate assessment and assessment 12 days after the completion of class learning). At pretest and two posttest time points, the participants completed a questionnaire measuring positive youth development, service leadership qualities and beliefs, and life satisfaction. Results showed that students’ performance in both the immediate posttest and follow-up test was better than that in the pretest. Despite the limitations of the one-group pretest-posttest design, results suggest that the curricular-based service leadership program was effective to promote students’ positive youth development, service leadership qualities and beliefs, as well as life satisfaction, and the effectiveness maintained a short period after the class had ended. While the existing findings are promising, these findings should be replicated in the future.
In systems theory, authors such as Klir, Miller, Yang, Lin and Ma, Backlund, etc. have developed different definitions of the system concept in function of both the type of…
Abstract
In systems theory, authors such as Klir, Miller, Yang, Lin and Ma, Backlund, etc. have developed different definitions of the system concept in function of both the type of variables used and the type of connection between variables. The concept of the subsystem, however, tends not to vary substantially from author to author, and this leads to a new system definition based on the subsystem concept, analysing the possible cases of interaction between subsystems and obtaining results for the overall system from an analysis of its subsystems.
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Keryn Chalmers, David Hay and Hichem Khlif
In 2001, the US moved to regulate internal control reporting by management and auditors. While some jurisdictions have followed the lead of the US, many others have not. An…
Abstract
In 2001, the US moved to regulate internal control reporting by management and auditors. While some jurisdictions have followed the lead of the US, many others have not. An important question, therefore, is the relevance of internal control to stakeholders. The more specific issue of the benefits of US-style regulation of internal control reporting is also topical. We review studies on the determinants of internal control quality and its economic consequences for stakeholders including investors, creditors, managers, auditors and financial analysts. We extend previous reviews by focusing on US studies published since 2013 as well as all non-US studies investigating IC quality including countries regulating IC disclosure as well as unregulated settings and both developed and developing economies. In doing so, we identify research questions where evidence remains mixed and new directions in which there are research opportunities.
Three main insights arise from our analysis. First, evidence on the economic consequences of internal control quality suggests that the quality of internal control can have a significant effect on decision making by users of financial information. Second, the results of research on the empirical association between ownership structure, certain board characteristics and internal control quality is generally mixed. Empirical evidence concerning the association between audit committee characteristics and internal control quality generally supports a positive and significant association. Finally, while studies in non-US jurisdictions are increasing, opportunities remain to explore the determinants and consequences of internal control in other jurisdictions. Our review provides evidence for policy makers of whether there are benefits from requiring management and auditors to report on internal control over financial reporting.
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Abdelkebir Sahid, Yassine Maleh and Mustapha Belaissaoui
Fahimeh Dousthosseini, Manijeh Haghighinasab and Pantea Foroudi
In this article, the authors try to determine why and under what conditions consumers intend to buy green and what the consequences are. Relying on theories of reasoned action and…
Abstract
In this article, the authors try to determine why and under what conditions consumers intend to buy green and what the consequences are. Relying on theories of reasoned action and theory of planned behaviour (TPB), the authors offer that the green purchase intention (GPI) is impressed by environmental and personality components. Provide statements about the determinants and key implications of such market identification.
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Constantin Bratianu, Alexeis Garcia-Perez, Francesca Dal Mas and Denise Bedford