Every company tries to know who the best and idealistic customers are and how to identify them by use of the special methods. To solve this problem the diamond model of customer…
Abstract
Every company tries to know who the best and idealistic customers are and how to identify them by use of the special methods. To solve this problem the diamond model of customer stratification, which is the conceptual model, is introduced in this research. We modified the customer stratification model developed by Narayanan et al. (2007). By use of this model we can find out the most profitable customers and then we can plan to improve the profitability of the rest customer groups.
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Dae Seok Kang, Youn Sung Kim and Dong Won Lee
This study sought to examine the effect of three (distributive, procedural, and interactional) justice perceptions in predicting employees’ motivation to participate in training…
Abstract
This study sought to examine the effect of three (distributive, procedural, and interactional) justice perceptions in predicting employees’ motivation to participate in training activities. On the basis of theoretical linkages between the constructs, full mediation and partial mediation models by perceived benefits of training were developed. The models were tested using SEM (Structural Equation Modeling) on responses from 302 employees of three wireless operators in the Republic of Korea. The results showed the partial‐mediation model is a dominant model. It also confirmed that interactional justice directly influence motivation to participate in training, whereas procedural justice influence the variable through perceived benefits of training. Furthermore, limitations and implications of the current study and directions for future work are discussed.
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Seungwook Park, Youn Sung Kim and Peng Chan
Recent research on quality management systemically explored the use of quality management practices and performance. Teh consequences of using quality practices have not been…
Abstract
Recent research on quality management systemically explored the use of quality management practices and performance. Teh consequences of using quality practices have not been consistently confirmed despite an increasing number of published empirical studies. The results of empirical studies of quality practices and performance are mixed. This study examines which quality management practices indicate high‐, midium‐, and low‐performance under the TQM framework using MANOVA and multiple discrimination analysis (MDA). To measure quality management practices, this study used the Malcolm Baldrige National Quality Award (MBNQA) framework. Based on a survey of 490 suppliers from eleven different industries in Korea, the results revealed that the high performing group surpasses the medium and low performing groups in process management, employee empowerment, employee education and training, and employee satisfaction. Furthermore, the high and medium performing groups exceed the low performing group in human resource planning and evaluation, strategic deployment, leadership system and senior executive leadership.
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This paper aims to examine the relationships between anthropomorphic cues (i.e. degrees of the humanized profile picture and naming) in artificial intelligence (AI) chatbots and…
Abstract
Purpose
This paper aims to examine the relationships between anthropomorphic cues (i.e. degrees of the humanized profile picture and naming) in artificial intelligence (AI) chatbots and business types (utilitarian-centered business vs hedonic-centered business) on consumers’ attitudes toward the AI chatbot and intentions to use the AI chatbot app and to accept the AI chatbot’s recommendation.
Design/methodology/approach
An online experiment with a 2 (humanized profile pictures: low [semihumanoid] vs high [full-humanoid]) × 2 (naming: Mary vs virtual assistant) × 2 (business types: utilitarian-centered business [bank] vs hedonic-centered business [café]) between-subjects design (N = 520 Mturk samples) was used.
Findings
The results of this study show significant main effects of anthropomorphic cues (i.e. degrees of profile picture and naming) in AI chatbots and three-way interactions among humanized profile pictures, naming and business types (utilitarian-centered business vs hedonic-centered business) on consumers’ attitudes toward the AI chatbot, intentions to use the AI chatbot app and intentions to accept the AI chatbot’s recommendation. This indicates that the high level of anthropomorphism generates more positive attitudes toward the AI chatbot and intentions to use the AI chatbot app and to accept the AI chatbot’s recommendation in the hedonic-centered business condition. Moreover, the mediated role of parasocial interaction occurs in this relationship.
Originality/value
This study is the original endeavor to examine the moderating role of business types influencing the effect of anthropomorphism on consumers’ responses, while existing literature overweighted the value of anthropomorphism in AI chatbots without considering the variation of businesses.
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Tae-Youn Park, Reed Eaglesham, Jason D. Shaw and M. Diane Burton
Incentives are effective at enhancing productivity, but research also suggests that performance incentives can have “unintended negative consequences” including increases in…
Abstract
Incentives are effective at enhancing productivity, but research also suggests that performance incentives can have “unintended negative consequences” including increases in hazard/injuries, increases in errors, and reduction in cooperation, prosocial behaviors, and creativity. Relatively overlooked is whether, when, and how incentives can be designed to prevent such negative consequences. The authors review literature in several disciplines (construction, healthcare delivery, economics, psychology, and [some] management) on this issue. This chapter, in toto, sheds a generally positive light and suggests that, beyond productivity, incentives can be used to improve other outcomes such as safety, quality, prosocial behaviors, and creativity, particularly when the incentives are thoughtfully designed. The review concludes with several potential fruitful areas for future research such as investigations of incentive-effect duration.
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Ertugrul Uysal, Sascha Alavi and Valéry Bezençon
Anthropomorphism in Artificial Intelligence (AI)-powered devices is being used increasingly frequently in consumer-facing situations (e.g., AI Assistants such as Alexa, virtual…
Abstract
Purpose
Anthropomorphism in Artificial Intelligence (AI)-powered devices is being used increasingly frequently in consumer-facing situations (e.g., AI Assistants such as Alexa, virtual agents in websites, call/chat bots, etc.), and therefore, it is essential to understand anthropomorphism in AI both to understand consequences for consumers and to optimize firms' product development and marketing. Extant literature is fragmented across several domains and is limited in the marketing domain. In this review, we aim to bring together the insights from different fields and develop a parsimonious conceptual framework to guide future research in fields of marketing and consumer behavior.
Methodology
We conduct a review of empirical articles published until November 2021 in Financial Times Top 50 (FT50) journals as well as in 41 additional journals selected across several disciplinary domains: computer science, robotics, psychology, marketing, and consumer behavior.
Findings
Based on literature review and synthesis, we propose a three-step guiding framework for future research and practice on AI anthropomorphism.
Research Implications
Our proposed conceptual framework informs marketing and consumer behavior domains with findings accumulated in other research domains, offers important directions for future research, and provides a parsimonious guide for marketing managers to optimally utilize anthropomorphism in AI to the benefit of both firms and consumers.
Originality/Value
We contribute to the emerging literature on anthropomorphism in AI in three ways. First, we expedite the information flow between disciplines by integrating insights from different fields of inquiry. Second, based on our synthesis of literature, we offer a conceptual framework to organize the outcomes of AI anthropomorphism in a tidy and concise manner. Third, based on our review and conceptual framework, we offer key directions to guide future research endeavors.
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Zifei Fay Chen, Cheng Hong and Cong Li
Consumers tend to form their perceptions about a company via two associations: corporate ability (CA) that centers on expertise in producing quality products and corporate social…
Abstract
Purpose
Consumers tend to form their perceptions about a company via two associations: corporate ability (CA) that centers on expertise in producing quality products and corporate social responsibility (CSR) that focuses on societal obligations. To date, investigations on the adoption of such association-based corporate communication strategies are yet to address the interactive and multi-source features of social media. Drawing theoretical insights from corporate associations and the warranting principle, the purpose of this paper is to fill the gap and examine the joint effect of association-based corporate posting strategy and corresponding electronic word-of-mouth (eWOM) comment valence on social media.
Design/methodology/approach
A three (corporate posting strategy: CSR vs CA vs hybrid (CSR + CA)) by two (eWOM comment valence: positive vs negative) between-subjects experiment (n=193) was conducted.
Findings
The effect of corporate posting strategy on consumers’ CSR associations was found to be significant only when eWOM comment valence was positive. Significant main effects of both posting strategy and eWOM comment valence were found on CA associations, perceived corporate reputation, and purchase intention.
Originality/value
This study extends the theoretical framework of corporate associations to the interactive context on social media and provides empirical evidence for the effectiveness of association-based posting strategies when they are jointly presented with eWOM comments at different valence levels. Findings of this study also provide implications for business and communication professionals to communicate with consumers on social media more effectively.
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The issue of the reunification of North and South Korea attracted worldwide attention in June 2000, when the historic summit meeting between the two top Korean leaders was held in…
Abstract
The issue of the reunification of North and South Korea attracted worldwide attention in June 2000, when the historic summit meeting between the two top Korean leaders was held in North Korea. Although recently the two Koreas have stepped up their efforts toward reconciliation, international scholars and researchers in Korean studies seem to agree that Korean reunification will be slow and difficult. For this reason, they are researching possible solutions to the critical problems involved, and thus there has been an upsurge of published materials on reunification. This annotated bibliography aims to serve as a guide to these materials. Although this bibliography is selective in that it is limited to literature published in English since 1996, it has wide content coverage and includes books, journals, government publications, special reports, research papers, and Websites. Given the complicated and dynamic situation in Korea, this bibliography will be of use to those who are concerned with Korean reunification.
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The Hanbo (meaning Korean treasure) scandal or “Hanbogate” occurred on January 23, 1997, with the bankruptcy of Hanbo Iron and Steel Company, the second largest steel company and…
Abstract
The Hanbo (meaning Korean treasure) scandal or “Hanbogate” occurred on January 23, 1997, with the bankruptcy of Hanbo Iron and Steel Company, the second largest steel company and 14th largest conglomerate in South Korea, as its debt had accumulated to US$5.6 billion. Hanbo's bankruptcy triggered an investigation by the Public Prosecutor's Office that resulted in the imprisonment for 15 years of Hanbo's founder, Chung Tae-Soo, for bribing politicians and bankers to pressure banks to extend hugh bank loans to Hanbo. Nine other persons were also convicted including Chung's son, who was jailed for three years for bribery and embezzlement, and Kim Hyun-Chol, the second son of President Kim Young-Sam, who was sentenced to three years jail and fined US$1.5 million (New York Times, 1997).
Noel Scott, Brent Moyle, Ana Cláudia Campos, Liubov Skavronskaya and Biqiang Liu