Rania AbuRaya, Mohamed Yassin and Salah A. Ali
Customer satisfaction (CS) is a key factor in maintaining customer relations and achieving corporate success. This paper aims to empirically investigate the value relevance of CS…
Abstract
Purpose
Customer satisfaction (CS) is a key factor in maintaining customer relations and achieving corporate success. This paper aims to empirically investigate the value relevance of CS accounting for corporate performance (CP) of top global brands worldwide.
Design/methodology/approach
A sample of top 100 global brands located in different countries and operating over various industries is examined for a period of three years comprising 2020 till 2022. A quantitative research methodology is used for conducting content analysis of companies’ annual reports and carrying out ordinary least squares multiple regression tests using different financial and market measures, as proxies for CP.
Findings
Results show that CS can significantly enhance CP. Findings indicate a significant positive association of current and lagged CS with both profitability and market value, thereby documenting consistent evidence in a global market setting.
Research limitations/implications
The study provides an aggregate picture of the value relevance of CS while a disaggregated view across different industries can reveal deeper insights. However, the study has important implications for corporate executives, investors, accountants and standard setters, offering global insights that appreciate CS for improving CP and creating value for businesses. It helps in understanding customers preferences, designing corporate policies and strategies, predicting CP, developing alternative methods of CS measurement and reporting and recommending possible accounting treatments.
Originality/value
This study adds to the relatively limited literature on the potential contribution of CS within the accounting literature. It extends the scope of prior research by documenting quantitative empirical evidence of the value relevance of CS for CP of top global brands, using different financial and market measures. It provides international insights into a global market setting, in which diversity is inherent and competition is fierce. Hence, the study largely contributes to resolving existing debate by documenting consistent objective evidence over a wide regional diversity using various indicators.
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In the past week, 80 people put forward their candidacies, including former Prime Ministers Abdelmadjid Tebboune and Ali Benflis. Several political figures and parties have said…
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DOI: 10.1108/OXAN-DB246792
ISSN: 2633-304X
Keywords
Geographic
Topical
Uncertainty is an under-respected issue when it comes to automatic assessment of human emotion by machines. The purpose of this paper is to highlight the existent approaches…
Abstract
Purpose
Uncertainty is an under-respected issue when it comes to automatic assessment of human emotion by machines. The purpose of this paper is to highlight the existent approaches towards such measurement of uncertainty, and identify further research need.
Design/methodology/approach
The discussion is based on a literature review.
Findings
Technical solutions towards measurement of uncertainty in automatic emotion recognition (AER) exist but need to be extended to respect a range of so far underrepresented sources of uncertainty. These then need to be integrated into systems available to general users.
Research limitations/implications
Not all sources of uncertainty in automatic emotion recognition (AER) including emotion representation and annotation can be touched upon in this communication.
Practical implications
AER systems shall be enhanced by more meaningful and complete information provision on the uncertainty underlying their estimates. Limitations of their applicability should be communicated to users.
Social implications
Users of automatic emotion recognition technology will become aware of their limitations, potentially leading to a fairer usage in crucial application context.
Originality/value
There is no previous discussion including the technical view point on extended uncertainty measurement in automatic emotion recognition.
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Alisson Christian Scheller, Thayla T. Sousa-Zomer and Paulo A. Cauchick-Miguel
Although the literature on Lean Six Sigma (LSS) implementation has evolved, a deeper understanding of the LSS practices applied in organisations in developing countries is needed…
Abstract
Purpose
Although the literature on Lean Six Sigma (LSS) implementation has evolved, a deeper understanding of the LSS practices applied in organisations in developing countries is needed. This paper aims to analyse LSS in a manufacturing company in the context of LSS implementation in an emerging economy.
Design/methodology/approach
This paper uses case-based research. Data collected in a large manufacturing company through multiple sources of evidence were triangulated to derive the findings. This paper analyses aspects related to the implementation of both programmes and their synergy, as well as some critical and failure factors.
Findings
The main results show that Lean and Six Sigma are applied separately in two different programmes. Some aspects that are necessary to increase the integration of both approaches were identified while considering each phase of the DMAIC and the current approach applied by the company. Although some positive results have been achieved, there are many critical and failure factors that may influence the implementation of both approaches, such as employee training and changes in the organisational environment. Finally, the comprehensive integration of both approaches needs to be undertaken by the company.
Research limitations/implications
The findings from this single case study cannot be generalised.
Practical implications
This paper may be used as a guiding reference for managers and consultants to help them when working towards more successful LSS implementation.
Originality/value
First, this paper investigates LSS in a manufacturing firm located in a developing country; this issue is still seldom addressed in the literature. Second, it may contribute to practitioners’ knowledge by delivering insights into a real context, as well as the relevant issues to be addressed when implementing LSS in similar contexts.
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Yongchao Martin Ma, Xin Dai and Zhongzhun Deng
The purpose of this study is to investigate consumers' emotional responses to artificial intelligence (AI) defeating people. Meanwhile, the authors investigate the negative…
Abstract
Purpose
The purpose of this study is to investigate consumers' emotional responses to artificial intelligence (AI) defeating people. Meanwhile, the authors investigate the negative spillover effect of AI defeating people on consumers' attitudes toward AI companies. The authors also try to alleviate this spillover effect.
Design/methodology/approach
Using four studies to test the hypotheses. In Study 1, the authors use the fine-tuned Bidirectional Encoder Representations from the Transformers algorithm to run a sentiment analysis to investigate how AI defeating people influences consumers' emotions. In Studies 2 to 4, the authors test the effect of AI defeating people on consumers' attitudes, the mediating effect of negative emotions and the moderating effect of different intentions.
Findings
The authors find that AI defeating people increases consumers' negative emotions. In terms of downstream consequences, AI defeating people induces a spillover effect on consumers' unfavorable attitudes toward AI companies. Emphasizing the intention of helping people can effectively mitigate this negative spillover effect.
Practical implications
The authors' findings remind governments, policymakers and AI companies to pay attention to the negative effect of AI defeating people and take reasonable steps to alleviate this negative effect. The authors help consumers rationally understand this phenomenon and correctly control and reduce unnecessary negative emotions in the AI era.
Originality/value
This paper is the first study to examine the adverse effects of AI defeating humans. The authors contribute to research on the dark side of AI, the outcomes of competition matches and the method to analyze emotions in user-generated content (UGC).
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The first case of coronavirus disease 2019 (COVID-19) was documented in China, and the virus was soon to be introduced to its neighboring country – South Korea. South Korea, one…
Abstract
Purpose
The first case of coronavirus disease 2019 (COVID-19) was documented in China, and the virus was soon to be introduced to its neighboring country – South Korea. South Korea, one of the earliest countries to initiate a national pandemic response to COVID-19 with fairly substantial measures at the individual, societal and governmental level, is an interesting example of a rapid response by the Global South. The current study examines contact tracing mobile applications (hereafter, contact tracing apps) for those who were subject to self-quarantine through the lenses of dataveillance and datafication. This paper analyzes online/digital data from those who were mandatorily self-quarantined by the Korean government largely due to returning from overseas travel.
Design/methodology/approach
This study uses an Internet ethnography approach to collect and analyze data. To extract data for this study, self-quarantined Korean individuals' blog entries were collected and verified with a combination of crawling and manual checking. Content analysis was performed with the codes and themes that emerged. In the COVID-19 pandemic era, this method is particularly useful to gain access to those who are affected by the situation. This approach advances the author’s understandings of COVID-19 contact tracing mobile apps and the experiences of self-quarantined people who use them.
Findings
The paper shows Korean citizens' understandings and views of using the COVID-19 self-tracing application in South Korea through examining their experiences. The research argues that the application functions as a datafication tool that collects the self-quarantined people's information and performs dataveillance on the self-quarantined people. This research further offers insights for various agreements/disagreements at different actors (i.e. the self-quarantined, their families, contact tracers/government officials) in the process of contact tracing for COVID-19.
Originality/value
This study also provides insights into the implications of information and technology as they affect datafication and dataveillance conducted on the public. This study investigates an ongoing debate of COVID-19's contact tracing method concerning privacy and builds upon an emerging body of literature on datafication, dataveillance, social control and digital sociology.
Peer review
The peer review history for this article is available at: https://publons.com/publon/10.1108/OIR-08-2020-0377
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Maha Khemakhem Jardak, Marwa Sallemi and Salah Ben Hamad
Remuneration policies may differ from country to country, and their effect on bank stability could be due to the legal framework. Therefore, this study aims to investigate how the…
Abstract
Purpose
Remuneration policies may differ from country to country, and their effect on bank stability could be due to the legal framework. Therefore, this study aims to investigate how the legal system impacts the relationship between CEO compensation and bank stability across countries.
Design/methodology/approach
To test the study hypotheses, the authors use panel data of 74 banks operating in ten OECD countries during the period 2009–2016 and apply the generalized moments method regression model to better remediate the endogeneity problem.
Findings
The findings confirm that a country’s banking regulations significantly affect its bank stability. Common law countries have less bank stability than civil law countries. This result can be interpreted by the fact that, in common-law countries, banks’ CEO are strongly protected by the law, so they allocate a large part of bank assets to risky loans to improve their variable remuneration.
Practical implications
The research can help policymakers understand bank stability in one country. Any legal reform would require prior knowledge of how risk-taking may arise in executive compensation.
Originality/value
The contribution is to explain the controversial effect of executive compensation on bank stability in the framework of legal theory. The authors argue that regulators should monitor compensation structures and that the country’s legal origin of law shapes the CEO compensation structure and is a determinant of bank stability. To the best of the authors’ knowledge, there are no studies exploring this field. So, this study tries to shed more light on the dark side of CEOs’ behavior when undertaking risky projects to maximize their remuneration.
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Ali Al Owad, Neeraj Yadav, Vimal Kumar, Vikas Swarnakar, K. Jayakrishna, Salah Haridy and Vishwas Yadav
Lean Six Sigma (LSS) implementation follows a structured approach called define-measure-analyze-improve-control (DMAIC). Earlier research about its application in emergency…
Abstract
Purpose
Lean Six Sigma (LSS) implementation follows a structured approach called define-measure-analyze-improve-control (DMAIC). Earlier research about its application in emergency healthcare services shows that it requires organizational transformation, which many healthcare setups find difficult. The Kotter change management model facilitates organizational transformation but has not been attempted in LSS settings till now. This study aims to integrate the LSS framework with the Kotter change management model to come up with an integrated framework that will facilitate LSS deployment in emergency health services.
Design/methodology/approach
Two-stage Delphi method was conducted by using a literature review. First, the success factors and barriers of LSS are investigated, especially from an emergency healthcare point of view. The features and benefits of Kotter's change management models are then reviewed. Subsequently, they are integrated to form a framework specific to LSS deployment in an emergency healthcare set-up. The elements of this framework are analyzed using expert opinion ratings. A new framework for LSS deployment in emergency healthcare has been developed, which can prevent failures due to challenges faced by organizations in overcoming resistance to changes.
Findings
The eight steps of the Kotter model such as establishing a sense of urgency, forming a powerful guiding coalition, creating a vision, communicating the vision, empowering others to act on the vision, planning for and creating short-term wins, consolidating improvements and producing still more change, institutionalizing new approaches are derived from the eight common errors that managers make while implementing change in the institution. The study integrated LSS principles and Kotter’s change management model to apply in emergency care units in order to reduce waste and raise the level of service quality provided by healthcare companies.
Research limitations/implications
The present study could contribute knowledge to the literature by providing a framework to integrate lean management and Kotter's change management model for the emergency care unit of the healthcare organization. This framework guides decision-makers and organizations as proper strategies are required for applying lean management practices in any system.
Originality/value
The proposed framework is unique and no other study has prescribed any integrated framework for LSS implementation in emergency healthcare that overcomes resistance to change.
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This study aims to investigate the relationship between financial inclusion and sustainable economic development in Indonesia by exploring the potential impact of Takaful…
Abstract
Purpose
This study aims to investigate the relationship between financial inclusion and sustainable economic development in Indonesia by exploring the potential impact of Takaful. Specifically, the study seeks to examine the feasibility of leveraging Takaful as a means to foster financial inclusion and drive economic growth in Indonesia.
Design/methodology/approach
This study uses a qualitative analysis methodology, specifically using content analysis techniques, to investigate the relationship between financial inclusion and sustainable economic growth in Indonesia, focussing on the role of Takaful. The content analysis enables a systematic study of the data to identify trends and topics pertinent to Takaful and its potential to advance financial inclusion.
Findings
The study’s results reveal a direct causal link between economic growth and achieving financial inclusion through the use of Takaful. The findings also indicate a positive correlation between the increased presence of Takaful markets and accelerated economic growth.
Research limitations/implications
The study examines only the use of Takaful in achieving financial inclusion and sustainable economic growth in Indonesia. Nonetheless, the practical implications of this research are substantial, as they highlight the potential of Takaful to foster financial inclusion and stimulate economic growth in Indonesia.
Practical implications
This study contributes to the limited body of research on the relationship between financial inclusion and economic growth in Indonesia, specifically in the context of Takaful.
Originality/value
This study’s value lies in its exploration of an under-researched area, providing crucial insights into the potential of Takaful to promote financial inclusion and drive economic growth in Indonesia. The social implications of this study are also noteworthy, as increased financial inclusion and economic growth can positively affect poverty reduction, job creation and overall societal well-being in Indonesia.