Dissatisfaction toward O2O websites: expectation disconfirmation and justice perspective

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Tong Che ◽  
Meng Ji ◽  
Xiabing Zheng ◽  
Bo Feng
Keyword(s):  
Design Methodology ◽  
Research Model ◽  
Justice Theory ◽  
Content Type ◽  
Customer Complaints ◽  
Justice Perception ◽  
Consumer Dissatisfaction ◽  
Expectation Disconfirmation ◽  
Survey Responses ◽  
Service Managers

PurposeThe online-to-offline (O2O) business is developing rapidly and is highly popular in many countries. Nevertheless, O2O suffers from a large number of customer complaints that result in consumer loss. Focusing on the O2O context, this study integrates expectation disconfirmation theory (EDT) and justice theory to investigate consumers' dissatisfaction toward O2O websites.Design/methodology/approachA research model was proposed and tested using 329 survey responses.FindingsResults show that the identified website disconfirmation and offline service disconfirmation could lead to consumer dissatisfaction. Importantly, the impacts of disconfirmation factors are contingent upon the justice perception of consumers. When a transaction is perceived as unfair, website disconfirmation arouses a higher level of dissatisfaction, and the negative emotions could transfer from O2O and damage the website's reputation.Originality/valueThis study explores the continuance intentions of customers toward O2O websites from a dissatisfaction perspective, with insights for future service studies and O2O service managers.

Emotional stakeholders as “crisis communicators” in social media

2016 ◽  
Vol 21 (3) ◽  
pp. 289-308 ◽  
Author(s):  
Britt Foget Johansen ◽  
Winni Johansen ◽  
Nina M. Weckesser
Keyword(s):  
Social Media ◽  
Design Methodology ◽  
Content Type ◽  
Customer Complaints ◽  
Response Strategies ◽  
Telephone Companies ◽  
Communication Processes ◽  
Organizational Crises ◽  
The Many ◽  
A Company

Purpose – The purpose of this paper is to examine the Telenor customer complaints crisis triggered on the company Facebook site in August 2012. More specifically, the paper focusses on how friends and enemies of a company interact, and how faith-holders serve as crisis communicators in a rhetorical sub-arena that opens up on Facebook. Design/methodology/approach – The study is based on a textual analysis of 4,368 posts from the Telenor Facebook site, and an interview with the senior digital manager of Telenor. Findings – Not only current and previous customers but also those from rival telephone companies were active in the Facebook sub-arena. The customers complaining about the company services were met not only with the response of Telenor, but also with counter-attacks from faith-holders acting in defense of Telenor. However, these faith-holders were using defensive response strategies, while Telenor used accommodative strategies. Research limitations/implications – Organizational crises need to be seen as a complex set of communication processes, including the many voices that start communicating from different positions, and taking into account not only the response strategies of the organization but also the response strategies applied by supportive emotional stakeholders. In practice, faith-holders need to be monitored, as they may prove useful as “crisis communicators.” Originality/value – The paper provides insights into an under-investigated area of crisis communication: the strategies of faith-holders acting as “crisis communicators” defending a company and themselves against attacks from negative voices on social media.

scholarly journals Mapping post-diagnostic dementia care in England: an e-survey

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Rachael Frost ◽  
Kate Walters ◽  
Jane Wilcock ◽  
Louise Robinson ◽  
Karen Harrison Dening ◽  
...  
Keyword(s):  
Design Methodology ◽  
Dementia Care ◽  
Community Based ◽  
Content Type ◽  
The United Kingdom ◽  
Mailing Lists ◽  
Wide Range ◽  
Survey Responses ◽  
Practical Implications ◽  
Pathways Of Care

PurposePost-diagnostic dementia care is often fragmented in the United Kingdom, with great variation in provision. Recent policies suggest moving towards better community-based care for dementia; however, little is known on how this care is delivered. This study aimed to map the post-diagnostic dementia support provided in England a decade after the introduction of a National Dementia Strategy.Design/methodology/approachA mixed-methods e-survey (open Nov 2018–Mar 2019) of dementia commissioners in England recruited through mailing lists of relevant organisations was conducted. The authors descriptively summarised quantitative data and carried out thematic analysis of open-ended survey responses.Findings52 completed responses were received, which covered 82 commissioning bodies, with representation from each region in England. Respondents reported great variation in the types of services provided. Information, caregiver assessments and dementia navigation were commonly reported and usually delivered by the voluntary sector or local authorities. Integrated pathways of care were seen as important to avoid overlap or gaps in service coverage. Despite an increasingly diverse population, few areas reported providing dementia health services specifically for BME populations. Over half of providers planned to change services further within five years.Practical implicationsThere is a need for greater availability of and consistency in services in post-diagnostic dementia care across England.Originality/valuePost-diagnostic dementia care remains fragmented and provided by a wide range of providers in England.

scholarly journals Adult third culture kids: adjustment and personal development

2019 ◽  
Vol 26 (3) ◽  
pp. 387-400 ◽  
Author(s):  
Jakob Lauring ◽  
David S. A. Guttormsen ◽  
Yvonne Maria McNulty
Keyword(s):  
Personal Development ◽  
Design Methodology ◽  
Local Population ◽  
International Experience ◽  
Third Culture Kids ◽  
Young Age ◽  
Third Culture ◽  
Content Type ◽  
Survey Responses ◽  
Business Expatriates

Purpose The purpose of this paper is to explore how interaction adjustment influences personal development for expatriates and to examine whether the effect differs between adults that have, and have not, lived abroad during their adolescence. Design/methodology/approach The authors use survey responses from 424 business expatriates in Asia distinguishing between adult third culture kids (ATCKs) that have lived abroad during their adolescence and adult mono-culture kids (AMCKs) who have not. Findings The results show that while interaction adjustment generally improves the experience of personal development, this effect is stronger for ATCKs. AMCKs will experience personal development almost independently of their interaction adjustment with host nationals solely due to the novelty of the international experience. For ATCKs, just being in the new country is not enough for them to feel they have developed personally; they need to engage more deeply with the local population to achieve this. Originality/value The authors still know very little about ATCKs and about how expatriation during their adulthood develops them personally, given they have already had international experiences at a young age.

The effect of social capital on exploratory and exploitative innovation

2019 ◽  
Vol 23 (4) ◽  
pp. 649-674
Author(s):  
Bismark Duodu ◽  
Steve Rowlinson
Keyword(s):  
Social Capital ◽  
Structural Equation Modelling ◽  
Structural Equation ◽  
Design Methodology ◽  
Content Type ◽  
Knowledge Based ◽  
Equation Modelling ◽  
Direct Benefits ◽  
Construction Contractor ◽  
Survey Responses

Purpose The purpose of this paper is to advance new insights into how internal and external social capital (SC) facets influence exploratory and exploitative innovation directly, and indirectly through absorptive capability (AC), by drawing on the relational and knowledge-based views. Design/methodology/approach The paper empirically tests the developed model using 135 survey responses from managers in construction contractor firms. Data were factor analysed, and path estimates determined using partial least squares structural equation modelling to test the hypotheses. Findings The results reveal that each social capital (SC) facet has direct benefits for both exploratory and exploitative innovation. The findings also show a mix of full and partial mediation paths between the facets of SC and innovation types through AC. Originality/value Extant research linking SC facets with innovation categories is fragmented. Added to this fragmentation is the dearth of studies linking both intra-firm and inter-firm SC with exploratory and exploitative innovation in firms. This paper makes a novel contribution by testing a model of the direct and indirect links (through AC) between internal and external SC and both exploratory and exploitative innovation in the context of construction contractor firms. The findings show how both facets of SC are necessary for exploratory and exploitative innovation. It reveals the types of relationships and capabilities necessary for specific innovation objectives.

How social influence and personality affect users’ social network fatigue and discontinuance behavior

2018 ◽  
Vol 70 (4) ◽  
pp. 344-366 ◽  
Author(s):  
Sajad Shokouhyar ◽  
Seyed Hossein Siadat ◽  
Mojde Khazeni Razavi
Keyword(s):  
Social Network ◽  
Social Influence ◽  
Least Squares ◽  
Design Methodology ◽  
Least Squares Method ◽  
Social Network Sites ◽  
Research Model ◽  
Content Type ◽  
Partial Least Squares Method ◽  
Practical Implications

Purpose The purpose of this paper is to focus on understanding how social influence and personality of individuals differentiate between users’ social network fatigue and discontinuance behavior. Furthermore, the most common discontinuance behavior among users was investigated. Design/methodology/approach The research model was tested with the data from 163 Instagram users based on online and offline surveys. The partial least squares method was used to test the proposed hypotheses of this study. Findings The results indicate that social influence affects users’ discontinuance behavior and social network fatigue. Social network fatigue is greater in users with higher reported social influence compared to those with a lower one. Moreover, in response to social network fatigue, users prefer to keep their activities under control instead of switching to alternative social network sites (SNSs) or a short break in social network activities. Practical implications By achieving a better understanding of users’ feeling and behaviors, social network providers may codify their strategies more efficiently. Originality/value The study is novel in exploring users’ SNS fatigue and their discontinuance behavior by integrating social influence and personality. The authors defined a new concept of effect of social influence on social network fatigue. Additionally, the authors examined which discontinuance behaviors in individuals were more prevalent.

Internal mechanism of brand app recommendation from the integrated cross-channel perspective

2019 ◽  
Vol 33 (4) ◽  
pp. 1076-1097
Author(s):  
Qian Chen ◽  
Yaobin Lu ◽  
Yeming Gong
Keyword(s):  
Airline Industry ◽  
Design Methodology ◽  
Service Organizations ◽  
Research Model ◽  
Content Type ◽  
Service Channel ◽  
Research Survey ◽  
Internal Mechanism ◽  
Research Gap ◽  
The Relationship

Purpose Many service organizations use brand apps as an important mobile-end service channel and expect to increase brand app use through customer recommendations. The purpose of this paper is to explore the internal mechanism of brand app recommendation from the cross-channel perspective. Design/methodology/approach Based on value–satisfaction–loyalty (VSL) framework, this study examines how brand app’s unique cross-channel features influence customer recommendations, and the effect of involvement in the framework. The authors conduct a research survey in airline industry and questionnaires are developed and distributed to respondents who have experiences with air travel and have used the corresponding airlines’ brand apps. Finally, the authors collect 399 valid questionnaires to test the research model. Findings The results show that brand app usability mediates the relationship between offline service satisfaction and brand app satisfaction, which finally leads to brand app recommendation. Brand app usability and satisfaction significantly affect involvement, which also lead to brand app recommendation. Originality/value This study distinguishes the features of brand apps from those of ordinary apps and fills the research gap in the internal mechanism of app recommendation from the integrated cross-channel perspective. Besides, this study extends the VSL value in the context of brand app use. Based on the results, this study also provides the practical suggestions of enhancing offline service quality and brand app usability to increase brand app recommendation.

Networking and development idiosyncratic deals

2017 ◽  
Vol 22 (7) ◽  
pp. 816-828
Author(s):  
Sylvie Guerrero ◽  
Hélène Challiol Jeanblanc
Keyword(s):  
Design Methodology ◽  
Organizational Politics ◽  
Moderated Mediation ◽  
Research Model ◽  
Mediation Model ◽  
Idiosyncratic Deals ◽  
Content Type ◽  
Moderated Mediation Model ◽  
Support Seeking ◽  
The Relationship

Purpose The purpose of this paper is to explore the antecedents of development idiosyncratic deals (i-deals) from an organizational politics and a situationist perspective. The paper tests a moderated mediation model in which networking skills is indirectly related to development i-deal in a context of high hierarchical plateau. Design/methodology/approach The authors test the research model with a sample of 252 engineers, 88 percent male, who work in an economically wealthy region of France and who are thus well positioned to negotiate development i-deals. Findings The authors lead analyses with the Preacher et al.’s macros on SPSS. Results support the hypotheses. The authors find that support-seeking behaviors partially mediate the relationship between networking skills and development i-deals, and that this relationship is significant only in a context of high plateauing. Originality/value Overall, this study contributes to a deeper understanding of i-deal antecedents by bridging the literatures on i-deals and careers. It also shows that socially skilled employees are able to seek support and in turn, to proactively negotiate development i-deals. This process is a way to cope with perceptions of hierarchical plateau.

scholarly journals Corporate e-communication

2017 ◽  
Vol 30 (3) ◽  
pp. 201-215 ◽  
Author(s):  
Pantea Foroudi ◽  
Elisa Montes
Keyword(s):  
Social Networking ◽  
Conceptual Framework ◽  
Corporate Reputation ◽  
Design Methodology ◽  
Online Survey ◽  
Corporate Image ◽  
Research Model ◽  
Content Type ◽  
Areas Of Concern ◽  
Retail Setting

Purpose The purpose of this paper is to examine the influence of corporate logo in organisations’ development of corporate e-communication. Design/methodology/approach This research model was designed based on previous studies on corporate logo, its antecedents on e-communication, corporate image and corporate reputation. Online survey was conducted for consumers and followers of the shopping social networking platforms (Facebook and Twitter) in Colombia. Findings Taking into account previous corporate constructs theories, the authors propose a new conceptual framework to explain how corporate e-communication interacts within an organisation’s structure and also to show that the consumer’s interaction in corporate e-communication platforms is based on the corporate logo perception held by consumers; as a consequence, the corporate reputation is affected. Originality/value This study contributes to the understanding and expansion of the organisation’s structure by introducing a new corporate construct, named “corporate e-communication”, defined as the digital interaction that an organisation has with its stakeholders; it involves everything it says, shows and does. However, there are a few other areas of concern with regard to consequences related to corporate image and corporate reputation, particularly in Colombian retail setting.

Convention attendance and gaming volume in South Korean casinos

2016 ◽  
Vol 7 (1) ◽  
pp. 66-80 ◽  
Author(s):  
Kristin Malek ◽  
Jungsun (Sunny) Kim
Keyword(s):  
Design Methodology ◽  
Negative Relationship ◽  
Research Model ◽  
Time Series Regression ◽  
Monthly Data ◽  
Content Type ◽  
Independent Variables ◽  
South Korean ◽  
Significant Negative Relationship ◽  
Dependent Variables

Purpose – The purpose of this paper is to advance a theoretical model by estimating the effects of convention attendance on gaming volume (both monthly coin-in and table game drop). Design/methodology/approach – Performance monthly data from two casinos in South Korea are used to test the research model. Specifically, time series regression modeling was performed on the data with the dependent variables including coin-in and table drop and the independent variables including convention attendance and hotel occupancy. Findings – The hotel occupancy variable was found to significantly increase slot coin-in at a rate of 113,603,912 KRW (approximately US$93,500) per month at Casino A. Interestingly, this variable had a significant negative relationship with coin-in per month at Casino B. Meanwhile, the hotel occupancy variable failed to produce any significant effect in the table drop model at both casinos. The convention attendance variable also had no significant effect on both coin-in and table drop at both casinos. Originality/value – This research represents the first attempt to empirically examine the effects of convention attendance on gaming revenues in Asian markets.

The influence of emotional intelligence on team performance through knowledge sharing, team conflict, and the structure mechanism

2020 ◽  
Vol 39 (3) ◽  
pp. 269-292 ◽  
Author(s):  
Zulfadil ◽  
Susi Hendriani ◽  
Machasin
Keyword(s):  
Emotional Intelligence ◽  
Knowledge Sharing ◽  
Team Performance ◽  
Quantitative Research ◽  
Design Methodology ◽  
Research Model ◽  
Content Type ◽  
Team Conflict ◽  
South Sulawesi ◽  
Central Sulawesi

PurposeTo analyze the influence of emotional intelligence on team performance, knowledge sharing, team conflict, and the structure mechanism, the influence of knowledge sharing, team conflict, the structure mechanism, and emotional intelligence on team performance, and the influence of emotional intelligence on team performance through knowledge sharing, team conflict, and the structure mechanism.Design/methodology/approachThis research uses the quantitative research method and is included in explanatory research. Data collection was done cross-sectionally. This research was conducted at provincial hospitals in South Sulawesi and in Central Sulawesi.FindingsEmotional intelligence directly influences knowledge sharing, conflict in teams, the structure mechanism, and team performance. There is a direct influence of knowledge sharing, team conflict, and the structure mechanism on team performance. Then, there is an indirect influence of emotional intelligence on team performance through the mediation of knowledge sharing, team conflict, and the structure mechanism.Originality/valueThe novelty of this research is in its effort to observe the mediation of knowledge sharing, team conflict and the structure mechanism with other variables developed in the research model. No previous studies have found a relationship between emotional intelligence and team performance, knowledge sharing, team conflict, and the structure mechanism, or the influence of knowledge sharing, team conflict, the structure mechanism, and emotional intelligence on team performance.

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