Chia-Lin Hsu, Li-Chen Yu, Wei-Feng Tung and Kwen-Wan Chen
This study broadens the understanding of how omnichannel service convenience, shopping value and channel congruence affect customer perceived trust and satisfaction and, in turn…
Abstract
Purpose
This study broadens the understanding of how omnichannel service convenience, shopping value and channel congruence affect customer perceived trust and satisfaction and, in turn, affect selection intention after an omnichannel shopping experience.
Design/methodology/approach
Target participants were recruited based on previous purchases from the Japanese clothing brand Uniqlo. A questionnaire was distributed via social media. In total, 341 valid responses were collected for structural equation modelling (SEM).
Findings
The results revealed that in omnichannel shopping context, perceived trust and satisfaction are positively affected by service convenience and shopping value and are especially affected by channel congruence. Further analysis showed that perceived trust and satisfaction have a positive effect on omnichannel selection intention, with satisfaction playing a mediating role in the relationships of omnichannel service convenience, shopping value and channel congruence with omnichannel selection intention.
Originality/value
This study contributes to the literature on omnichannel customer behaviour by shedding light on the antecedents of intention to select omnichannel retailers from the customer’s perspective.
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Wei-Feng Tung and Jaileez Jara Santiago Campos
Social robot, a subtype of robots that is designed for the various interactive services for human, which must deliver superior user experience (UX) by expressing human-like social…
Abstract
Purpose
Social robot, a subtype of robots that is designed for the various interactive services for human, which must deliver superior user experience (UX) by expressing human-like social behavior or service and emotional sensitivity. This study develops a social robot app called the “Music Buddy” in ASUS Zenbo that provides a situational music based on the users' electroencephalogram (EEG) data. The research uses this app to explore its UX criteria and the prioritization of human robot interaction (HRI).
Design/methodology/approach
The research methodologies include the both system development and decision analysis for the social robot. The first part is to design and develop a social robot app. The second part is to investigate the criteria of HRI through the Analytic Hierarchy Process (AHP) from UX aspects.
Findings
In view of the results of the AHP, the first-layer criteria consist of personalized function, easy-to-use the system and intelligent process. In terms of prioritization of multi-criteria, the overall ranking discloses the nine criteria in order including autonomy for robot, easy-to-use EEG device, accurate music preference, simple operations for brainwave device and easy-to-use applications, active music recommendation, automatic updates of music and easy-to-use robot as well as fast detection for emotion.
Originality/value
This research includes a self-developed social robot app and its UX research using AHP. This paper contributes to the improvement and innovation of the social robot design according to the results of UX research on HRI of social robot.
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Wei‐Feng Tung and Soe‐Tysr Yuan
This study proposes to discuss an up‐to‐date framework for service design as a means‐end tool for modeling, designing, and developing the service systems (e‐service) which can…
Abstract
Purpose
This study proposes to discuss an up‐to‐date framework for service design as a means‐end tool for modeling, designing, and developing the service systems (e‐service) which can fulfil (semi‐)automated value co‐production between the service providers and the customers in a service. In order to achieve the goal of service innovation, this study raises concerns regarding how an innovative e‐service can be a systematic service process according to the proposed service design framework. However, the framework takes into account a novel service classification and individual criteria.
Design/methodology/approach
This study addresses an intelligent service design using design science. According to the proposed framework, the service systems (e‐services) are implemented by simulation. In this study, either service classification or the counterparts of service performance measures emerged from the ecological symbiosis perspective through analytic and synthetic methods. The proposed service design framework defines two dimensions – continuity of co‐production and mutual adaptability – characterized by the process of exchanging service/benefit and building relationship (i.e. partnership) involved within a service. The framework indicated how the interactions and the service/benefit exchange between the service provider and the consumer can work in a service process. The aim is to build a partnership by the service participants due to mutual adaptability in adapting to the counterpart of service (i.e. the service provider or the customer).
Findings
Comparing with traditional service classification and service design, a more positive niche in systematic service innovation was established than before. According to the synthetic methodology, this study classifies the six categories of service based on ecological symbiosis perspectives. Examining individual service performance is derived from a set of criteria of species performance measures in ecological mutualism including proximate response, evolved dependence, and ultimate response. The service systems comply with the characteristics and criteria in the framework to demonstrate the sets of methodology for innovative service design.
Practical implications
This study has yielded findings on both managerial insight on service innovation and the impact of service system design.
Originality/value
The value of the framework is demonstrated through the diverse service systems. For example, digital content, interior design, or mobile phone design is characterized by service participants who embody knowledge‐intensive attributes when engaged in their service process. In order to further complete a novel framework for service design, the question of evaluation that arises concerns the extent of ensuring the necessary service performance.
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Wei Tung, Louis M. Capella and Peter K. Tat
Examines the advantages and disadvantages of six service pricing approaches in the service literature including: traditional cost‐oriented approach; traditional…
Abstract
Examines the advantages and disadvantages of six service pricing approaches in the service literature including: traditional cost‐oriented approach; traditional competitive‐oriented approach; extended cost‐oriented approach; differentiation premium approach; client‐driven approach; and bundle pricing approach. Proposes a multi‐step synthetic pricing approach and a framework to deal with the complexity of service pricing. Compared with other pricing approaches, the multi‐step synthetic service pricing approach has the advantages of considering simultaneously the crucial aspects of service pricing: market competitiveness; internal cost‐profit structure; bundling and unbundling service pricing; service characteristics premium; price standard limits; client‐oriented price/demand sensitivity; and client‐oriented profit maximization. Provides an example to demonstrate the managerial application of the proposed approach.
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Jinkyung Jenny Kim, Nancy Grace Baah, Seongseop (Sam) Kim, Heesup Han, Bo Meng and Xiaoting Chi
This study aims to determine the distinctive attributes of pet-friendly hotels, examine the importance versus the performance of each attribute, and test the effect of the…
Abstract
Purpose
This study aims to determine the distinctive attributes of pet-friendly hotels, examine the importance versus the performance of each attribute, and test the effect of the performance of attributes on customer behavior.
Design/methodology/approach
This research applied qualitative and quantitative methods to explore the unique attributes of pet-friendly hotels. The importance-performance analysis was used to investigate how customers perceive the importance and the performance of each attribute, and regression analysis was used to examine how the performance of attributes influences customer behavior.
Findings
This study identified six distinctive attributes of pet-friendly hotels. Furthermore, the findings underlined the significance of pet-related activity support for pet-friendly hotel selections, and addressed an urgent need for the improvement of pet-friendly safety measures. Last, results showed the salient effect of pet-related activity support on visit and word-of-mouth intentions, and the strong influence of pet-centric facilities and services on willingness to pay premiums for pet-friendly hotels.
Practical implications
The findings provided useful insights into how hotel companies could effectively position themselves as pet-friendly from customers’ perspectives.
Originality/value
This research is among the first to determine distinctive attributes and adopt importance-performance analysis in pet-friendly hotel context.
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The concept of “Workplace Spirituality (WPS)” in the field of management has gained great interest in the last decade, especially due to its connection with profitability. There…
Abstract
The concept of “Workplace Spirituality (WPS)” in the field of management has gained great interest in the last decade, especially due to its connection with profitability. There has been a rapid increase in research related to the topic. It is assumed that employees who spend a significant part of their time at work are willing to satisfy their spiritual needs at the workplace. Such unprecedented challenges as the COVID-19 pandemic have posed many difficulties for organizations to remain agile, develop and grow, and innovate to survive. At this very moment, the importance and meaning of WPS for managers appear to have increased even more. Workplace spirituality is related to motivation, belongingness, and loyalty, and the pandemic seems to have created significant issues concerning these topics with employees. Employees have been forced to work from home due to prolonged restrictions and have faced difficulties in returning to work post-pandemic. Workplace spirituality has the potential to help employees stay motivated in their work, increase their job performance, enhance job satisfaction, and improve their mental health during this difficult period. Organizations can support their employees by implementing different practices to develop workplace spirituality. In this article, approaches to satisfy the spiritual needs of employees post-pandemic, and the efforts of workplaces to meet these needs, are examined with insights from theoretical and practical life.
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Allgemeine Feststellungen. Was heisst Sozialtourismus? Seit einiger Zeit macht ein Schlagwort die Runde, findet hier eindeutige Verfechter, weckt dort Befürchtung, Skepsis und…
Abstract
Allgemeine Feststellungen. Was heisst Sozialtourismus? Seit einiger Zeit macht ein Schlagwort die Runde, findet hier eindeutige Verfechter, weckt dort Befürchtung, Skepsis und Ablehnung. Es heisst Sozialtourismus und wird als eine neue Form des Fremdenverkehrs bezeichnet, die seine bisherige Struktur tiefgehend beeinflusse. Um was handelt es sich?
Samuel Ssekajja Mayanja, Henry Mutebi and Juliet Wakaisuka Isingoma
This study examines the mediating role of self-organization and entrepreneurial learning behaviors in the relationship between entrepreneurial networking and sustainability of…
Abstract
Purpose
This study examines the mediating role of self-organization and entrepreneurial learning behaviors in the relationship between entrepreneurial networking and sustainability of women owned micro-enterprise performance.
Design/methodology/approach
We tested our model based on a sample of 518 women-owned micro-enterprises in Eastern Uganda using ordinary partial least squares regression through Smart PLS version 3.3.3.
Findings
The results show a direct relationship between entrepreneurial networking, entrepreneurial learning behavior, self-organization and sustainability of women owned micro-enterprise performance. In addition, self-organization mediates the relationship between entrepreneurial networking, entrepreneurial learning behavior and sustainability of women owned micro-enterprise performance. Furthermore, entrepreneurial learning behavior mediates the relationship between self-organization and sustainability of women owned micro-enterprise performance.
Research limitations/implications
The study was cross-sectional; it is possible that the views held by individuals may change over the years.
Originality/value
This research contributes to gender-based sustainability of micro-enterprise performance by empirically testing the anecdotal and conceptual evidence.
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Isabelle Cristina Galindo Curvelo, Eluiza Alberto de Morais Watanabe and Solange Alfinito
The consumption of organic food increases worldwide, which raises the need for studies that try to understand the variables that affect the consumption of this kind of food. The…
Abstract
Purpose
The consumption of organic food increases worldwide, which raises the need for studies that try to understand the variables that affect the consumption of this kind of food. The purpose of this paper is to analyze the influence of attributes, consumer trust and perceived value on purchase intention of organic food.
Design/methodology/approach
A descriptive quantitative research was conducted through a survey of 247 valid cases of organic food consumers. For the purposes of analysis, exploratory factorial and linear regression analyzes were chosen.
Findings
Exploratory factor analysis showed that all tested constructs were valid for the Brazilian context. Linear regression analyses showed that emotional value, consumer trust and the attribute “sensory appeal” affect the purchase intention of organic food. Emotional value had a stronger relationship and sensory appeal showed a negative relationship with purchase intention.
Practical implications
Research results can help managers increase the likelihood of buying organic foods through strategic marketing management focused on emotional value and sensory appeal factors.
Originality/value
The study offers value to the study of organic foods in view that this theme is not much explored in the Brazilian scenario even with the market in an increasing pattern, as well as the combination of perceived value, attributes, trust and purchase intention as variables in a single prediction model.
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This article explodes traditional notions of ethnographic documentary, and instead positions the emerging practice of ethnocinema as a 21st century modality that falls within the…
Abstract
This article explodes traditional notions of ethnographic documentary, and instead positions the emerging practice of ethnocinema as a 21st century modality that falls within the paradigm of what Denzin calls the ‘eighth moment scholarship’ in this ‘fractured future’. Drawing on the monological, dialogic and imagistic ‘data’ from the ethnocinematic research project Cross‐Marked: Sudanese Australian Young Women Talk Education, the article uses ethnographic documentary film theory (including Minh‐ha, Rouch, and Aufderheide) and the critical pedagogical scholarship of McLaren to examine notions of performative identity construction and the possibility of intercultural identities and collaborations. Utilising the central metaphor of Minh‐ha’s ethnographic and filmic ‘zoo’, which cages those who are Othered by race, class, gender, sexuality and a myriad of differences, this article and ethnocinema overall seek to overthrow notions of difference, culture and community while recognising the increasingly prescient power of McLuhan’s dictum that the ‘medium is the message’ in this rhizomatic age.