Phoey Lee Teh, Pei Boon Ooi, Nee Nee Chan and Yee Kang Chuah
Sarcasm is often used in everyday speech and writing and is prevalent in online contexts. The purpose of this paper is to investigate the analogy between sarcasm comments from…
Abstract
Purpose
Sarcasm is often used in everyday speech and writing and is prevalent in online contexts. The purpose of this paper is to investigate the analogy between sarcasm comments from sentiment tools and the human coder.
Design/methodology/approach
Using the Verbal Irony Procedure, eight human coders were engaged to analyse comments collected from an online commercial page, and a dissimilarity analysis was conducted with sentiment tools. Three constants were tested, namely, polarity from sentiment tools, polarity rating by human coders; and sarcasm-level ratings by human coders.
Findings
Results found an inconsistent ratio between these three constants. Sentiment tools used did not have the capability or reliability to detect the subtle, contextualized meanings of sarcasm statements that human coders could detect. Further research is required to refine the sentiment tools to enhance their sensitivity and capability.
Practical implications
With these findings, it is recommended that further research and commercialization efforts be directed at improving current sentiment tools – for example, to incorporate sophisticated human sarcasm texts in their analytical systems. Sarcasm exists frequently in media, politics and human forms of communications in society. Therefore, more highly sophisticated sentiment tools with the abilities to detect human sarcasm would be vital in research and industry.
Social implications
The findings suggest that presently, of the sentiment tools investigated, most are still unable to pick up subtle contexts within the text which can reverse or change the message that the writer intends to send to his/her receiver. Hence, the use of the relevant hashtags (e.g. #sarcasm; #irony) are of fundamental importance in detection tools. This would aid the evaluation of product reviews online for commercial usage.
Originality/value
The value of this study lies in its original, empirical findings on the inconsistencies between sentiment tools and human coders in sarcasm detection. The current study proves these inconsistencies are detected between human and sentiment tools in social media texts and points to the inadequacies of current sentiment tools. With these findings, it is recommended that further research and commercialization efforts be directed at improving current sentiment tools – to incorporate sophisticated human sarcasm texts in their analytical systems. The system can then be used as a reference for psychologists, media analysts, researchers and speech writers to detect cues in the inconsistencies in behaviour and language.
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Stephanie Hui-Wen Chuah, Siriprapha Jitanugoon, Pittinun Puntha and Eugene Cheng-Xi Aw
This study aims to simultaneously examine the influence of demographic, psychographic and situational factors on consumers’ willingness to pay a price premium (WTPp) for robotic…
Abstract
Purpose
This study aims to simultaneously examine the influence of demographic, psychographic and situational factors on consumers’ willingness to pay a price premium (WTPp) for robotic restaurants and to profile market segments based on consumers’ WTPp levels (positive, neutral and negative).
Design/methodology/approach
Using an online survey, the data were gathered from a sample of 897 Thai consumers who had dined at a robotic restaurant in the past 12 months. Structural equation modeling, chi-square tests and the one-way analysis of variance were used for data analysis.
Findings
Demographic (gender, age, income and marital status), psychographic (perceived advantages/disadvantages, personal innovativeness and personality traits) and situational factors (perceived health risk and self-protection behavior) significantly influence consumers’ WTPp for robotic restaurants. The positive price premium group differs significantly from the neutral and negative price premium groups in terms of demographic, psychographic and situational profiles.
Practical implications
The findings of this study help restaurateurs target the correct customers and set up appropriate price fences to safeguard profits and maximize return on investment.
Originality/value
This study contributes to the literature on technology-based services and hospitality by heeding the calls made by Ivanov and Webster (2021) and providing much-needed empirical evidence of possible changes in consumers’ WTPp for robot-delivered services in restaurants due to COVID-19.
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Kumar Madhan, Shameem Shagirbasha, Tanmaya Kumar Mishra and Juman Iqbal
The aim of this study is to examine the existing literature on service robots in order to identify prominent themes, assess the present state of service robotics research and…
Abstract
Purpose
The aim of this study is to examine the existing literature on service robots in order to identify prominent themes, assess the present state of service robotics research and highlight the contributions of seminal publications in the business, management and hospitality domain.
Design/methodology/approach
This study analysed 332 Scopus papers from 1985 to 2022 using bibliometric techniques like citation and co-citation analysis.
Findings
The study findings highlighted that there has been a consistent rise in publications related to service robots. The paper identifies three significant themes in the service robot literature: adoption of service robots in the context of customer service, anthropomorphism and integration of artificial intelligence in robotic service. Furthermore, this study highlights prominent authors, journals, institutions and countries associated with research on service robots and discusses the future research opportunities in this domain.
Originality/value
This study contributes to the service robots’ literature in the hospitality context by compilation of various reference materials using a comprehensive bibliometric analysis. Previous studies do not point out crucial themes in this area, nor do they provide an overview of prominent journals, institutions, authors and trends in this field. Therefore, this study attempts to fill the lacunae.
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Ezlika M. Ghazali, Dilip S. Mutum, Jiu Hui Chong and Bang Nguyen
Mobile shopping is expected to emerge as a new way of shopping as the Asia Pacific region moves towards the digital era. It is important to understand factors that influence…
Abstract
Purpose
Mobile shopping is expected to emerge as a new way of shopping as the Asia Pacific region moves towards the digital era. It is important to understand factors that influence consumers’ intentions to adopt this new shopping channel, especially in developing countries such as Malaysia where it has the fastest growing mobile penetration rate in the world. The purpose of this paper is to integrate the Technology Acceptance Model (TAM) and the Theory of Planned Behaviour (TPB), and includes additional variables such as personal innovativeness (PI) and trust.
Design/methodology/approach
Empirical data from 453 consumers were tested against a proposed model using partial least squares structural equation modelling.
Findings
Findings suggest that most of the constructs in the model (i.e. trust, perceived ease of use, perceived usefulness, attitudes, PI and perceived behavioural control) influence a shopper’s intentions towards adopting mobile shopping. For example, consumers’ attitudes towards M-shopping adoption is higher if a system is not complex and easy to use; if consumers can easily pull out their mobile devices from their pockets to browse or shop by using just one finger, without a complicated process, they tend to use M-shopping channels. In addition, when mobile technology is user-friendly and free from mental effort, it creates positive perceptions that the system is useful, developing stronger intentions for consumers to adopt this alternative.
Originality/value
Since M-shopping is a personalised activity that involves money transactions, consumers are more cautious with adoption intentions, and do not follow social norms blindly. Thus, the empirical evidence from Malaysian consumers contributes to literature with insights into their specific m-shopping behaviour in this emerging market. In addition, from a theoretical perspective, the research model in this study integrates both TAM and TPB to provide a holistic view of consumers’ M-shopping adoption intentions in an emerging market, incorporating user-centric factors (i.e. trust and PI). An important finding which differs from other studies is that the relationship between subjective norms and behavioural intention to use M-shopping was not significant, which is contrary to the findings of previous studies. Moreover, attitude was found to mediate the effect of PEOU and PU on consumer’s intention towards mobile shopping adoption. The validated instrument would serve as a useful guideline for researchers during development and refinement of studies on M-shopping.
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Eugene Cheng-Xi Aw, Lai-Ying Leong, Jun-Jie Hew, Nripendra P. Rana, Teck Ming Tan and Teck-Weng Jee
Under the pressure of dynamic business environments, firms in the banking and finance industry are gradually embracing Fintech, such as robo-advisors, as part of their digital…
Abstract
Purpose
Under the pressure of dynamic business environments, firms in the banking and finance industry are gradually embracing Fintech, such as robo-advisors, as part of their digital transformation process. While robo-advisory services are expected to witness lucrative growth, challenges persist in the current landscape where most consumers are unready to adopt and even resist the new service. The study aims to investigate resistance to robo-advisors through the privacy and justice perspective. The human-like attributes are modeled as the antecedents to perceived justice, followed by the subsequent outcomes of privacy concerns, perceived intrusiveness and resistance.
Design/methodology/approach
An online survey was conducted to gather consumer responses about their perceptions of robo-advisors. Two hundred valid questionnaires were collected and analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM).
Findings
The results revealed that (1) perceived anthropomorphism and perceived autonomy are the positive determinants of perceived justice, (2) perceived justice negatively impacts privacy concerns and perceived intrusiveness and (3) privacy concerns and perceived intrusiveness positively influence resistance to robo-advisors.
Originality/value
The present study contributes to robo-advisory service research by applying a privacy and justice perspective to explain consumer resistance to robo-advisors, thereby complementing past studies that focused on the technology acceptance paradigm. The study also offers practical implications for mitigating resistance to robo-advisors.
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Hanna-Anastasiia Melnychuk, Huseyin Arasli and Raziye Nevzat
The purpose of this study is to identify the process of virtual influencer stickiness in the age of influencer marketing, which has received little attention in the literature…
Abstract
Purpose
The purpose of this study is to identify the process of virtual influencer stickiness in the age of influencer marketing, which has received little attention in the literature. This is essential because the research creates a theoretical model of follower loyalty/stickiness to virtual influencer techniques from the standpoint of influencer marketing, which has a substantial effect on the evolution of the global marketing world.
Design/methodology/approach
In 2022, 302 people who currently follow an Instafamous virtual influencer took part in an Instagram self-administered online survey.
Findings
The findings show that both expertise and trustworthiness have a positive and significant influence on parasocial interaction, which in turn has a significant influence on virtual engagement and stickiness.
Originality/value
This research will specifically assist international readers in understanding how to harness and increase the efficiency and efficacy of interactive marketing strategies and methods to engage and retain followers of Instafamous virtual influencer. Moreover, the findings will be beneficial to opinion leaders, brand managers, company investors, entrepreneurs and service designers.
Highlights
The study pioneers a holistic virtual follower stickiness mechanism that comprises the role of source credibility, parasocial interaction, informational influence and virtual follower’s engagement and their interrelationship to each other.
This study is based on parasocial interaction theory and source credibility theory to understand the relationship between virtual followers and influencers stickiness process at social media platforms.
In addition, the study examined the subsequent effects of sources of credibility components on parasocial interaction; as well as, on virtual follower engagement and stickiness.
This study also categorized and examined the moderating effects exerted by the genres of informative influence of virtual influencer.
The study pioneers a holistic virtual follower stickiness mechanism that comprises the role of source credibility, parasocial interaction, informational influence and virtual follower’s engagement and their interrelationship to each other.
This study is based on parasocial interaction theory and source credibility theory to understand the relationship between virtual followers and influencers stickiness process at social media platforms.
In addition, the study examined the subsequent effects of sources of credibility components on parasocial interaction; as well as, on virtual follower engagement and stickiness.
This study also categorized and examined the moderating effects exerted by the genres of informative influence of virtual influencer.
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Engaged employees assure organizational competitiveness and sustainability. The purpose of this study is to explore the relationship between job resources and employee turnover…
Abstract
Purpose
Engaged employees assure organizational competitiveness and sustainability. The purpose of this study is to explore the relationship between job resources and employee turnover intentions, with employee engagement as a mediating variable.
Design/methodology/approach
Data were collected from 934 employees of eight wholly-owned pharmaceutical industries. The proposed model and hypotheses were evaluated using structural equation modeling. Construct reliability and validity was established through confirmatory factor analysis.
Findings
Data supported the hypothesized relationship. The results show that job autonomy and employee engagement were significantly associated. Supervisory support and employee engagement were significantly associated. However, performance feedback and employee engagement were nonsignificantly associated. Employee engagement had a significant influence on employee turnover intentions. The results further show that employee engagement mediates the association between job resources and employee turnover intentions.
Research limitations/implications
The generalizability of the findings will be constrained due to the research’s pharmaceutical industry focus and cross-sectional data.
Practical implications
The study’s findings will serve as valuable pointers for stakeholders and decision-makers in the pharmacuetical industry to develop a proactive and well-articulated employee engagement intervention to ensure organizational effectiveness, innovativeness and competitiveness.
Originality/value
By empirically demonstrating that employee engagement mediates the nexus of job resources and employee turnover intentions, the study adds to the corpus of literature.
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The service industry is facing the huge impact of digital transformation, in which artificial intelligence (AI) plays one of the most important roles. This study aims to expand…
Abstract
Purpose
The service industry is facing the huge impact of digital transformation, in which artificial intelligence (AI) plays one of the most important roles. This study aims to expand the understanding of the AI acceptance framework and confirm whether consumers’ digital skills have a moderating effect on the research model.
Design/methodology/approach
Hypotheses were tested using a data set of 1,641 individuals. Partial least squares structural equation modeling and multi-group analysis were used to estimate the model.
Findings
The results indicate that antecedent factors influence consumers’ willingness to use AI devices in services. The two groups of different digitally savvy respondents differ because the influence of anthropomorphism, social influence and hedonic motivation on respondents’ perceived efforts to use AI devices in service delivery depends on respondents’ digital skills.
Originality/value
The novel contribution of this study is reflected in a comprehensive model that explains the moderating effect of individual digital skills on willingness to use AI devices. The attitudes of experienced and digitally skilled consumers are valuable and highlight some important theoretical, practical implications and future lines of research.
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Tat-Huei Cham, Boon Liat Cheng and Caryn Kar Yan Ng
The clothing industry is one of the earmarked industries in many countries following the rising demand and consumption of clothing products among millennials. Malaysia and…
Abstract
Purpose
The clothing industry is one of the earmarked industries in many countries following the rising demand and consumption of clothing products among millennials. Malaysia and Thailand are known to be promising markets for this industry in the South East Asia region. The purpose of this study is to investigate the influence of psychological and marketing factors on clothing interest among Generation Y consumers, as well as the interrelationships between self-confidence, product attitude and purchase intention. The impact of nationality was also examined as a moderator on the investigated relationships.
Design/methodology/approach
The data was collected among Generation Y consumers using a survey questionnaire, which had successfully gathered a total of 388 usable cases from the capital cities of Malaysia (Kuala Lumpur) and Thailand (Bangkok). These cities were selected for being the largest cities in its country which contain the highest number of shopping malls, offices and Generation Y population. Data analysis was then performed using both the SPSS and AMOS software.
Findings
Findings obtained acknowledged the importance of both psychological (i.e. fashion innovativeness, self-concept, fashion consciousness and need for uniqueness) and marketing (i.e. social media marketing and fashion advertisement) factors towards the clothing interest among Generation Y consumers. Consequently, clothing interest would influence their product attitude, self-confidence and purchase intention, with product attitude and self-confidence as the mediators between clothing interest and purchase intention. Multigroup analysis confirmed that there are differences between Generation Y consumers in both Malaysia and Thailand, where Thai consumers hold a stricter emphasis concerning the influence of social media marketing on clothing interest and self-confidence on purchase intention.
Originality/value
This study is one of the very few studies that explored the minimally investigated territory on the consequential importance of clothing interest within the clothing industry, specifically, through extending the literature on the influence of psychological and marketing factors towards the individuals’ clothing interest. Moreover, this study also successfully highlighted the mediation role of product attitude and self-confidence in the relationship between clothing interest and purchase intention.
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Bernadett Koles and Peter Nagy
The current paper aims to embrace an interdisciplinary approach to illustrate some of the ways in which virtual worlds expanded upon the individual, social and professional…
Abstract
Purpose
The current paper aims to embrace an interdisciplinary approach to illustrate some of the ways in which virtual worlds expanded upon the individual, social and professional options of employees in organizational settings.
Design/methodology/approach
Through an extensive literature review, the paper compiles the latest and most fundamental research capturing relevant concepts from the fields of psychology, pedagogy, management and human-computer interaction.
Findings
The current conceptual model incorporates individual- and group-level outcomes associated with virtual world participation, along three primary dimensions, namely self-reference, role experimentation and social capital, accounting for potential variation based on the extent of organizational engagement.
Practical implications
The three proposed dimensions elaborated in the current model, including reflexivity/transference, role playing/role identification, and group collaboration/virtual teams, enable organizations to understand the likely outcomes of their virtual presence from the perspective of their structural and social attributes.
Originality/value
The proposed conceptual model offers a theoretical base for academics and practitioners to expand upon and develop concrete practical examples and cases.