m-servicescape: effects of the hotel mobile app servicescape preferences on customer response

2018 ◽  
Vol 9 (2) ◽  
pp. 172-187 ◽  
Author(s):  
Seonjeong Ally Lee
Keyword(s):  
Brand Loyalty ◽  
Hotel Industry ◽  
Mobile App ◽  
Mobile Marketing ◽  
Customer Engagement ◽  
Survey Method ◽  
Mobile Service ◽  
Cross Sectional ◽  
Content Type ◽  
Practical Implications

Purpose This paper aims to explore how customer engagement behaviors and brand loyalty are enhanced through customers’ preferences of m-servicescape, based on the S-O-R model as a theoretical background. Design/methodology/approach A cross-sectional, online, self-administered survey method was conducted to examine proposed relationships by recruiting previous users of hotel mobile apps in the USA. Findings Results identified aesthetics, functionality and symbolism preferences of the m-servicescape fulfilled customers’ evaluations on autonomy and relatedness needs fulfillment, which positively influenced their engagement behaviors and brand loyalty. Research/limitations/implications This study contributed to mobile marketing research by investigating customers’ preferences of m-servicescapes that enhanced customers’ positive responses in the hotel industry. Practical implications Practical implications are as follows: using a holistic approach to explore mobile service environments in fulfilling customers’ needs, enhanced customers’ engagement behaviors and brand loyalty. Originality/value This study proposed and empirically investigated the role of m-servicescapes in customers’ evaluations on needs fulfillment and their positive responses in the hotel industry.

Adoption of sensor based communication for mobile marketing in India

2016 ◽  
Vol 8 (1) ◽  
pp. 65-76 ◽  
Author(s):  
Abhishek Abhishek ◽  
Shravan Hemchand
Keyword(s):  
Design Methodology ◽  
Fast Growth ◽  
Mobile Marketing ◽  
Customer Engagement ◽  
Content Type ◽  
Indian Context ◽  
Practical Implications

Purpose This paper aims to explain the applications of sensor-based communication in mobile marketing and how understanding its fast growth is important for marketers. Design/methodology/approach The paper draws from various examples used by companies in India and abroad to explain the phenomenon of sensor-based communication in mobile marketing. Findings Marketers should be aware of the different ways in which sensor-based communication can be used to build and sustain customer engagement. Practical implications The different typologies of applications of sensor-based communication, along with examples, will help the marketers to develop similar initiatives for their brands/products. Originality/value This is the first paper to illustrate, explain and exhort the usage of sensor-based communication in the Indian context.

A process model for identifying online customer engagement patterns on Facebook brand pages

2018 ◽  
Vol 31 (2) ◽  
pp. 595-614 ◽  
Author(s):  
Vidyasagar Potdar ◽  
Sujata Joshi ◽  
Rahul Harish ◽  
Richard Baskerville ◽  
Pornpit Wongthongtham
Keyword(s):  
Empirical Study ◽  
Brand Loyalty ◽  
Design Methodology ◽  
Process Model ◽  
Customer Engagement ◽  
Content Type ◽  
Communication Interaction ◽  
Facebook Pages ◽  
Maximum Reliability ◽  
Practical Implications

Purpose The purpose of this paper is to develop and empirically test a process model (comprising of seven dimensions), for identifying online customer engagement patterns leading to recommendation. These seven dimensions are communication, interaction, experience, satisfaction, continued involvement, bonding, and recommendation. Design/methodology/approach The authors used a non-participant form of netnography for analyzing 849 comments from Australian banks Facebook pages. High levels of inter-coder reliability strengthen the study’s empirical validity and ensure minimum researcher bias and maximum reliability and replicability. Findings The authors identified 22 unique pattern of customer engagement, out of which nine patterns resulted in recommendation/advocacy. Engagement pattern communication-interaction-recommendation was the fastest route to recommendation, observed in nine instances (or 2 percent). In comparison, C-I-E-S-CI-B-R was the longest route to recommendation observed in ninety-six instances (or 18 percent). Of the eight patterns that resulted in recommendation, five patterns (or 62.5 percent) showed bonding happening before recommendation. Research limitations/implications The authors limited the data collection to Facebook pages of major banks in Australia. The authors did not assess customer demography and did not share the findings with the banks. Practical implications The findings will guide e-marketers on how to best engage with customers to enhance brand loyalty and continuously be in touch with their clients. Originality/value Most models are conceptual and assume that customers typically journey through all the stages in the model. The work is interesting because the empirical study found that customers travel in multiple different ways through this process. It is significant because it changes the way the authors understand patterns of online customer engagement.

Exploring decision making style as a predictor of team effectiveness

2016 ◽  
Vol 24 (1) ◽  
pp. 36-63 ◽  
Author(s):  
Neha Verma ◽  
Santosh N Rangnekar ◽  
Mukesh Kumar Barua
Keyword(s):  
Decision Making ◽  
Data Collection ◽  
Team Effectiveness ◽  
Social Implications ◽  
Survey Method ◽  
Cross Sectional ◽  
Public And Private ◽  
Content Type ◽  
Effective Teams ◽  
Practical Implications

Purpose – The purpose of this paper is to perform organizational team effectiveness analysis and to find out whether decision-making style (DMS) has any association with team effectiveness. Which style most significantly affects the team effectiveness and how this predictive association can be used to improve existing teams as well as to build new effective teams? Design/methodology/approach – The sample includes 231 sample responses of executives from Indian Manufacturing Organizations from both public and private sectors. Two standardized questionnaires are used for data collection. Mainly, SPSS v20.0 was used for data analysis and hypotheses testing. AMOS v20.0 was used for testing the research model based on the supported hypotheses. Findings – Rational DMS is mostly endorsed by the Indian executives. Not all DMSs but rational and avoidant styles independently and interactively are the significant predictors of team effectiveness. Research limitations/implications – The survey method of data collection, cross-sectional research design and consideration of particular DMSs and team effectiveness frameworks are the main limitations of this study. Theoretical as well as practical implications are vested in the results. Practical implications – The study bears significant practical implications for the respondents, practitioners, professionals and academicians in the field of team working. Management development and training activities may be directed based on the findings. Social implications – The study suggests socially acceptable and practicable decision-making behaviors in organizations. It highlights suggestions for improving team effectiveness (TE). Hence, certain social implications are also there. Originality/value – The edge in this research over the previous studies is that earlier scholars, who examined member traits’ impact on TE, did not considered DMS as a predictor of TE. Certain researchers appealed for diagnosing the standard variable to measure the member style. This research is, therefore, unique in its kind as it is a pioneering effort to study the DMS in relation to team effectiveness. The focus on sample of Indian manufacturing executives also bears importance. Moreover, unlike other researches, it focuses on DMS rather than the decision-making process itself.

Lecturers' commitment to teaching entrepreneurship: do transformational leadership, mindfulness and readiness for change matter?

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Sock Beei Yeap ◽  
Abdul Ghani Kanesan Abdullah ◽  
Lei Mee Thien
Keyword(s):  
Transformational Leadership ◽  
Structural Equation ◽  
Readiness For Change ◽  
Mediating Effect ◽  
Survey Method ◽  
Cross Sectional Survey ◽  
Cross Sectional ◽  
Content Type ◽  
The Relationship ◽  
Practical Implications

PurposeThis study aims to examine the influence of transformational leadership and mindfulness on lecturers' commitment to teaching entrepreneurship with mediating effect of readiness for change in polytechnics.Design/methodology/approachThe study used the cross-sectional survey method. The sample participants were 171 lecturers from polytechnics. Data were analysed by using partial least squares–structural equation modelling (PLS-SEM) approach.FindingsFindings indicated that readiness for change mediated the relationship between transformational leadership and commitment to teaching entrepreneurship. Transformational leadership and mindfulness had no significant influence on commitment to teaching entrepreneurship. Readiness for change did not mediate the relationship between mindfulness and commitment to teaching entrepreneurship.Practical implicationsHigher education should be aware of the importance of lecturers' readiness for change. This is because readiness for change is the mediator of the relationship between transformational leadership and commitment to teaching entrepreneurship.Originality/valueThe study sheds light on the explanation of mediating effect of readiness for change to influence the relationship between transformational leadership and lecturers' commitment to teaching entrepreneurship in the Malaysian polytechnic context.

Why do people play human computation games? Effects of perceived enjoyment and perceived output quality

2015 ◽  
Vol 67 (5) ◽  
pp. 592-612 ◽  
Author(s):  
Ei Pa Pa Pe-Than ◽  
Dion Hoe-Lian Goh ◽  
Chei Sian Lee
Keyword(s):  
Design Methodology ◽  
Human Computation ◽  
Survey Method ◽  
Cross Sectional Survey ◽  
Cross Sectional ◽  
Content Type ◽  
Content Sharing ◽  
Output Quality ◽  
Perceived Enjoyment ◽  
Practical Implications

Purpose – The purpose of this paper is to investigate the effects of individuals’ perceived enjoyment and output quality on their intention to play human computation games (HCGs) for location-based content sharing. Design/methodology/approach – This study employed a cross-sectional survey method, and recruited 205 undergraduate and graduate students from a local university. Participants played the developed mobile HCG for content sharing named Seek, PLAy, SHare (SPLASH), and thereafter completed a questionnaire that measured their perceptions of enjoyment, output quality, and intention to play. Findings – Results indicated that individuals derived enjoyment from the affective and cognitive dimensions, which further influenced their intention to play HCGs. Moreover, perceived output relevancy was significant in predicting individuals’ intention to play HCGs such as SPLASH. Practical implications – The design of HCG is complicated due to their entertainment-output generation duality. Understanding what factors contribute to HCG usage is therefore, an essential area of study. Based on the study’s findings, designers should pay attention to HCG features that engender affective and cognitive experiences, and appropriately signify the relevancy aspect of HCG outputs. Originality/value – Although similar in many ways, HCGs differ from entertainment-oriented games by generating output as byproducts of gameplay. Hence, results obtained from prior research in games may not be readily applicable to the HCG context, and further investigations are necessary. Moreover, the multidimensional aspect of HCG enjoyment and output quality, and how these dimensions influence usage intention has yet to be examined. The outcomes of this study can be exploited to drive further research in the field of HCGs, and similar games that are not just for pure entertainment.

Contractual and relational enforcement in the aftermath of contract violations: the role of contracts and trust

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Hongjiang Yao ◽  
Yongqiang Chen ◽  
Yangbing Zhang ◽  
Bo Du
Keyword(s):  
Construction Projects ◽  
Survey Method ◽  
Cross Sectional ◽  
Content Type ◽  
Management Literature ◽  
Cross Sectional Design ◽  
Enforcement Mechanisms ◽  
Practical Implications

PurposeThe purpose of this paper is to establish an integrated framework of the antecedents of enforcement after contract violations in construction projects and to examine whether contract provisions (control and coordination provisions) and trust (goodwill and competence trust) affect enforcement mechanisms (contractual enforcement and relational enforcement).Design/methodology/approachA survey method was employed to test the hypotheses. The authors collected data from the Chinese construction industry, and general contractor respondents were asked to answer a questionnaire about a contract violation by one of their subcontractors.FindingsControl provisions and competence trust are positively related to contractual enforcement, but goodwill trust is negatively related to contractual enforcement. Relational enforcement is influenced by goodwill trust and competence trust.Research limitations/implicationsThis study treats contract violations as a given variable, and it focuses on contract violations by subcontractors. The cross-sectional design makes it difficult to confirm the causality of the relationships.Practical implicationsOverly strict contractual enforcement can generate disputes and a vicious cycle of retaliation, and overly severe relational enforcement can damage a potentially profitable long-term relationship. In construction projects, the violating party will benefit from this study to avoid excessively contractual enforcement and relational enforcement, thus developing a more collaborative atmosphere on the current project and even establishing a solid long-term relationship.Originality/valueThis study extends the project management literature by investigating the antecedents of enforcement after contract violations, an area not yet fully researched.

Do millennials differ in conflict manifestation? Differences within the cohort

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Sweta Sinha ◽  
Shivendra Kumar Pandey
Keyword(s):  
Structural Equation ◽  
Design Methodology ◽  
Survey Method ◽  
Single Source ◽  
High Quality ◽  
Cross Sectional ◽  
Content Type ◽  
Equation Modelling ◽  
Path Coefficients ◽  
Practical Implications

PurposeThe present study aims to examine the moderation of the employee's age on the manifestation of “experience of hurt” to “commitment to future conflict” among the three intra-cohort segments of millennials. The study also examines the mediation of “perception of duplicitous organization” between hurt and “commitment to future conflict.”Design/methodology/approachCross-sectional data was collected using survey method and analyzed by structural equation modelling on SPSS AMOS 25 software.FindingsThe results are based on single-source cross-sectional data. The result indicates that “perception of duplicitous organization” is positively impacted by the experience of hurt at the workplace. It also acts as a mediator between hurt and “commitment to future conflict”. There is significant moderation of age for all the relationships in the model. For instance, age moderates both the paths of hurt resulting in “perception of duplicitous organization” and aggressiveness, where the group of young employees have significantly higher path coefficients.Practical implicationsThe managers need to be more considerate and interact frequently with the younger employees as they are more prone to develop aggression and are impressionable to form a “perception of duplicitous organization” after an experience of hurt. The manager needs to establish a high-quality relationship and a positive image of the organization with subordinates to prevent the manifestation of hurt to a “commitment to future conflict”.Originality/valueTo the best of the knowledge of the authors, this study is the first of its kind to study the moderation of age within the larger cohort of millennials.

Social media engagement, service complexity, and experiential quality in US hospitals

2020 ◽  
Vol 34 (6) ◽  
pp. 833-845 ◽  
Author(s):  
Youngsu Lee ◽  
Joonhwan In ◽  
Seung Jun Lee
Keyword(s):  
Social Media ◽  
Demographic Data ◽  
Positive Association ◽  
Customer Engagement ◽  
Service Firms ◽  
Multiple Sources ◽  
Cross Sectional ◽  
Content Type ◽  
Social Media Engagement ◽  
Experiential Quality

Purpose As social media platforms become increasingly popular among service firms, many US hospitals have been using social media as a means to improve their patients’ experiences. However, little research has explored the implications of social media use within a hospital context. The purpose of this paper is to investigate a hospital’s customer engagement through social media and its association with customers’ experiential quality. Also, this study examines the role of a hospital’s service characteristics, which could shape the nature of the interactions between patients and the hospital. Design/methodology/approach Data from 669 hospitals with complete experiential quality and demographic data were collected from multiple sources of secondary data, including the rankings of social media friendly hospitals, the Hospital Compare database, the Center for Medicare and Medicaid (CMS) cost report, the CMS impact file, the Healthcare Information and Management Systems Society Analytics database and the Dartmouth Atlas of Health Care. Specifically, the authors designed the instrumental variable estimate to address the endogeneity issue. Findings The empirical results suggest a positive association between a hospital’s social media engagement and experiential quality. For hospitals with a high level of service sophistication, the association between online engagement and experiential quality becomes more salient. For hospitals offering various services, offline engagement is a critical predictor of experiential quality. Research limitations/implications A hospital with more complex services should make efforts to engage customers through social media for better patient experiences. The sample is selected from databases in the US, and the databases are cross-sectional in nature. Practical implications Not all hospitals may be better off improving the patient experience by engaging customers through social media. Therefore, practitioners should exercise caution in applying the study’s results to other contexts and in making causal inferences. Originality/value The current study delineates customer engagement through social media into online and offline customer engagement. This study is based on the theory of customer engagement and reflects the development of mobile technology. Moreover, this research may be considered as pioneering in that it considers the key characteristics of a hospital’s service operations (i.e., service complexity) when discovering the link between customers’ engagement through a hospital’s social media and experiential quality.

scholarly journals Unemployment and spell duration during the Great Recession in the EU

2015 ◽  
Vol 36 (2) ◽  
pp. 216-235 ◽  
Author(s):  
Carlos Gradín ◽  
Olga Cantó ◽  
Coral del Río
Keyword(s):  
Great Recession ◽  
Negative Impact ◽  
Labour Force ◽  
Future Research ◽  
Cross Sectional ◽  
Content Type ◽  
The Great Recession ◽  
Unemployment Spells ◽  
Practical Implications ◽  
The Eu

Purpose – The purpose of this paper is to analyze the different dynamic characteristics of unemployment in a selected group of European Union countries during the current Great Recession, which had unequal consequences on employment depending on the country considered. Design/methodology/approach – The paper follows Shorrocks’s proposal of a duration-sensitive measure of unemployment, and uses cross-sectional data reported by Eurostat coming from European Labour Force Surveys. Findings – The results add some evidence on the relevance of incorporating spells’ duration in measuring unemployment, finding remarkable differences in unemployment patterns in time among European countries. Research limitations/implications – In this paper unemployment is analyzed for all the labor force. Future research should investigate patterns across specific groups such as young people, women, immigrants or the low skilled. Practical implications – It is generally accepted that the negative impact of unemployment on individual welfare can be very different depending on its duration. However, conventional statistics on unemployment do not adequately capture to what extent the recession is not only increasing the incidence of unemployment but also its severity in terms of duration in time of ongoing unemployment spells. The paper shows an easy and practical way to do it in order to improve the understanding of the unemployment phenomenon, using information usually reported by statistical offices. Originality/value – First, the paper provides a tool for dynamic analysis of unemployment based on reported cross-sectional data. Second, the paper demonstrates the empirical relevance of considering spells’ duration when assessing differences in unemployment across countries or in unemployment trends. This is usually neglected or only partially addressed by most conventional measures of unemployment.

The optimism-pessimism ratio as predictor of employee creativity: the promise of duality

2018 ◽  
Vol 21 (3) ◽  
pp. 423-442 ◽  
Author(s):  
Arménio Rego ◽  
Miguel Pina e Cunha ◽  
Dálcio Reis Júnior ◽  
Cátia Anastácio ◽  
Moriel Savagnago
Keyword(s):  
Cross Sectional ◽  
Content Type ◽  
Future Studies ◽  
Positive Effects ◽  
The Status ◽  
Single Moment ◽  
Quasi Experimental ◽  
Creativity And Innovation ◽  
The Relationship ◽  
Practical Implications

Purpose The purpose of this paper is to study if the employees’ optimism-pessimism ratio predicts their creativity. Design/methodology/approach In total, 134 employees reported their optimism and pessimism, and the respective supervisors described the employees’ creativity. Findings The relationship between the optimism-pessimism ratio and creativity is curvilinear (inverted U-shaped); beyond a certain level of the optimism-pessimism ratio, the positive relationship between the ratio and creativity weakens, suggesting that the possible positive effects of (high) optimism may be weakened by a very low level of pessimism. Research limitations/implications Being cross-sectional, the study examines neither the causal links between the optimism-pessimism ratio and creativity nor other plausible causal links. The study was carried out at a single moment and did not capture the dynamics that occur over the course of time involving changes in optimism/pessimism and creativity. Future studies may adopt longitudinal or quasi-experimental designs. Practical implications Managers and organizations must consider that, even though positivity promotes creativity, some level of negativity may help positivity to produce creativity. Originality/value This study suggests that scholars who want to study the antecedents of creativity (and innovation) must be cautious in focusing only on the positive or the negative sides of individuals’ characteristics, and rather they must explore the interplay between both poles. Individuals may experience both positive and negative states/traits (Smith et al., 2016), and this both/and approach may impel them to think divergently, to challenge the status quo and to propose “out the box” and useful ideas.

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