How interaction experience enhances customer engagement in smart speaker devices? The moderation of gendered voice and product smartness

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Yu Hsin Chen ◽  
Ching-Jui Keng ◽  
Ye-Li Chen
Keyword(s):  
Design Methodology ◽  
Customer Engagement ◽  
Research Model ◽  
Assemblage Theory ◽  
Content Type ◽  
Experience Levels ◽  
Continuous Interaction ◽  
Moderate Effect ◽  
High Level ◽  
Subject Experiment

PurposeWith the advancements of Internet of Things (IoT) and artificial intelligence (AI) in recent years, smart objects (SOs) have been widely applied in the lives of consumers to fulfill a variety of functions. This research aims to explore the new interaction experience between consumers and a smart speaker that can create the effect of customer engagement by enhancing the gendered voice and product smartness.Design/methodology/approachThis study conducted a 2 × 2 × 2 between-subject experiment to validate the research model and the hypotheses.FindingsThe results indicate that a high level of interaction experience between the users and smart speaker devices increases customer engagement. Smart speaker devices that present female voices have a high product smartness, whereas high levels of interaction experience are more effective in customer engagement. Furthermore, the results also show a moderate effect of gendered voice and product smartness between the interaction experience levels and customer engagement.Originality/valueThis study contributes to the assemblage theory and the interaction experience levels between users and smart speaker devices in IoT. Based on the results, suggestions on enhancing the smartness ability and application services of new smart speaker devices are proposed. The findings of this study can promote a more continuous interaction between users and smart speakers.

HR professionals cultivating resilience and crisis awareness toward a business excellence environment

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Christina Nizamidou ◽  
Fotios Vouzas
Keyword(s):  
Design Methodology ◽  
Relevant Literature ◽  
Research Model ◽  
Content Type ◽  
Greek Organizations ◽  
Business Excellence ◽  
Research Findings ◽  
High Level ◽  
Practical Implications

PurposeThis paper explores how resilience may mitigate the impacts of a crisis and at the same time foster business excellence. Additionally, it seeks to analyze the role of HR department (HRD) in cultivating resilience and crisis awareness.Design/methodology/approachIn order for the authors to assess their hypotheses, a research model was conceptualized and tested by conducting an empirical study in Greek organizations that enlist the largest number of employees in Greece, belonging to various corporate sectors. Following the review of the relevant literature on resilience, business excellence and crisis management (CM), the research model and research hypotheses are presented.FindingsThe empirical section illustrates the statistical analysis of the collected data and the test of the research hypotheses. The authors managed to validate their research hypotheses through the research. The research demonstrated that promoting resilience and crisis awareness in a business excellence environment can reinforce the role of HRD aiming to overcome crises.Practical implicationsFollowing the research findings, the implications for managers and organizations are presented alongside with the research limitations. Managers and HRDs can review their mindset towards resilience. Thus, they may reevaluate their CM plans and processes according to the research findings.Originality/valueThe extended literature review proved that limited studies deal with the contribution of resilience regarding CM and business excellence. The originality of the present is to promote the cultivation of resilience in line with a high level of acquaintance with CM procedures to the dynamic role of HRD in terms of CM.

scholarly journals Designing for the satisfaction of high-level needs

2014 ◽  
Vol 26 (6) ◽  
pp. 639-649 ◽  
Author(s):  
Petter Stenmark ◽  
Johan Lilja
Keyword(s):  
Customer Satisfaction ◽  
Design Methodology ◽  
Service Innovation ◽  
New Product ◽  
Service Development ◽  
Content Type ◽  
The Creation ◽  
High Level ◽  
Satisfaction Surveys

Purpose – The purpose of this paper is to introduce a methodology that can support the process of understanding and designing for the satisfaction of high-level needs in practice. The satisfaction of high-level needs has seldom been in focus when it comes to customer satisfaction surveys or the process of new product or service development. However, needs do occur on various levels, and the satisfaction of high-level needs actually appears to have the greatest potential for the creation of loyalty among customers and customer satisfaction. The satisfaction of high-level needs has furthermore been pointed out as a strategy for the creation of attractive quality. Design/methodology/approach – The paper is based on literature studies and the application of the Ideation Need Mapping (INM) methodology in a specific case. Findings – The paper presents the INM methodology that could be used for guiding product and service innovation in practice. More specifically, the methodology supports the process of understanding and designing for the satisfaction of high-level needs. Originality/value – This paper aims to contribute to envisioning and demonstrating how the understanding of, and design for, satisfaction of high-level needs can be done in practice.

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.

Promoting authenticity through celebrity brands

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Amanda Kennedy ◽  
Stacey M. Baxter ◽  
Alicia Kulczynski
Keyword(s):  
Design Methodology ◽  
Consumer Attitudes ◽  
Purchase Intentions ◽  
Consumer Perceptions ◽  
Positive Outcomes ◽  
Content Type ◽  
Monetary Compensation ◽  
High Level ◽  
Practical Implications

Purpose This paper aims to examine the importance of celebrity brands in influencing consumer perceptions of celebrity authenticity, which drives positive consumer attitudes and intentions. In addition, the notion of low-celebrity investment is investigated as a factor that diminishes the positive outcomes associated with celebrity brands. Design/methodology/approach Study 1 examines the effect of brand situation (endorsement versus celebrity brand) on consumer attitudes and intentions. Studies 2 and 3 investigate the role of celebrity authenticity in explaining the effects observed in Study 1. Study 4 examines celebrity investment as a bound of the phenomenon. Findings Study 1 demonstrates that consumers report heightened attitudes and intentions towards celebrity brands when compared to endorsements. Studies 2 and 3 provide evidence that authenticity explains the effects observed in Study 1. Results of Study 4 show that when consumers are aware of low-celebrity investment, the celebrity is viewed as inauthentic regardless of brand situation. Research limitations/implications This research is limited as it focuses only on known celebrity endorsers who were matched with products that had a high level of fit. In addition, purchase intentions were measured as opposed to the study of actual purchase behaviour. Practical implications This research has important implications for the development of endorsements and celebrity brands by demonstrating that consumers view celebrities as authentic when they are involved with brands for reasons other than monetary compensation. Originality/value This research shows that consumers have heightened attitudes and intentions towards celebrity brands compared to endorsements. This research identifies celebrity authenticity as the process underlying the observed phenomenon. However, celebrity investment is identified as a boundary condition demonstrating that knowledge of low investment results in a celebrity being viewed as inauthentic.

The robot-to-robot service encounter: an examination of the impact of inter-robot warmth

2021 ◽  
Vol 35 (9) ◽  
pp. 15-27
Author(s):  
Magnus Söderlund
Keyword(s):  
Design Methodology ◽  
Service Robots ◽  
Service Robot ◽  
Service Encounters ◽  
Experimental Setting ◽  
Content Type ◽  
Robot Systems ◽  
Synthetic Agents ◽  
High Level ◽  
The Impact

Purpose This study aims to examine humans’ reactions to service robots’ display of warmth in robot-to-robot interactions – a setting in which humans’ impressions of a service robot will not only be based on what this robot does in relation to humans, but also on what it does to other robots. Design/methodology/approach Service robot display of warmth was manipulated in an experimental setting in such a way that a service robot A expressed low versus high levels of warmth in relation to another service robot B. Findings The results indicate that a high level of warmth expressed by robot A vis-à-vis robot B boosted humans’ overall evaluations of A, and that this influence was mediated by the perceived humanness and the perceived happiness of A. Originality/value Numerous studies have examined humans’ reactions when they interact with a service robot or other synthetic agents that provide service. Future service encounters, however, will comprise also multi-robot systems, which means that there will be many opportunities for humans to be exposed to robot-to-robot interactions. Yet, this setting has hitherto rarely been examined in the service literature.

Ritual as assemblage: feast of sacrifice experiences of Turkish consumers

2019 ◽  
Vol 10 (2) ◽  
pp. 476-494
Author(s):  
Ömer Torlak ◽  
Müjdat Özmen ◽  
Muhammet Ali Tiltay ◽  
Mahmut Sami İşlek ◽  
Ufuk Ay
Keyword(s):  
Design Methodology ◽  
Participant Observation ◽  
Theoretical Development ◽  
Social Phenomena ◽  
Assemblage Theory ◽  
Content Type ◽  
Religious Rituals ◽  
The Social ◽  
Human Actors ◽  
Depth Interviews

Purpose The purpose of this paper is to theorize and empirically investigate the formation of consumer’s consumption ritual experiences and discourses associated with Feast of Sacrifice. Design/methodology/approach The authors have approached the data from assemblage theory perspective. By use of ethnographic participant observation and in-depth interviews, seven themes are uncovered and discussed: meaning of Qurban, preparation of the ritual, Qurban choice, meat, Qurban ritual, marketplace and framing of discourses. Findings This study provides a theoretical development in which it depicts that assemblage theory can be used in the context of religious rituals such as the Feast of Sacrifice. This suggests that parts forming the social phenomena include different meanings and functions in different assemblages to the ritual, which has a structure with a particular process, roles and content scenario. This implies that even the most structured social phenomena as religious rituals can be accepted as social assemblage where every individual experiences his/her own ritual with the parts that have ever-changing material and expressive roles. Originality/value This study will contribute to the literature on religious rituals and practices through viewing ritual as an assemblage including material and expressive features as well as human and non-human actors. Besides, this study aims to find out whether there is a constant consumer and the concept of ritual by focusing on buying experiences of consumer in Feast of Sacrifice in Turkey.

Doing the strategy hard yards

2019 ◽  
Vol 35 (1) ◽  
pp. 19-21
Keyword(s):  
Case Studies ◽  
Design Methodology ◽  
Reading Time ◽  
Cutting Edge ◽  
The Internet ◽  
Content Type ◽  
Successful Strategy ◽  
Pertinent Information ◽  
High Level ◽  
Practical Implications

Purpose This paper reviews the latest management developments across the globe and pinpoints practical implications from cutting-edge research and case studies. Design/methodology/approach This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context. Findings If you search images of the word “strategy” on the internet, three of the first seven images to appear on Google (other search engines are available) include chess pieces, while two of the top ten hits involve light bulbs. Aside from the obvious conclusions that any strategic discussion should either involve chess grand masters or well-lit rooms, it is clear that most people assume winning games with lots of moves are possible is the key to a successful strategy. But is this a valid analogy, even at a high level? Originality/value The briefing saves busy executives and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy-to-digest format.

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.

Corruption control and prevention in the Korean government

2018 ◽  
Vol 7 (3) ◽  
pp. 303-314 ◽  
Author(s):  
Jin-Wook Choi
Keyword(s):  
South Korea ◽  
Qualitative Analysis ◽  
Design Methodology ◽  
Institution Building ◽  
Content Type ◽  
Korean Government ◽  
Policies And Measures ◽  
Control And Prevention ◽  
High Level ◽  
Over Time

Purpose The purpose of this paper is to examine how corruption has changed over time in South Korea and to explore how the corruption control and prevention efforts of the Korean government have been successful and failed. Design/methodology/approach This paper draws on institutional theory to formulate a qualitative analysis to assess the effectiveness of anti-corruption policies and measures, and to identify the strengths and weaknesses of anti-corruption reform efforts in South Korea. Findings This paper argues that while the Korean government has been quite successful in building anti-corruption institutions to control low-level petty corruption, it has failed to institutionalize anti-corruption institutions to curb high-level grand corruption. Originality/value While many studies have attempted to identify the successful factors of fighting corruption, this paper draws a theoretical distinction between institution-building vs institutionalization to examine the success and failure of corruption control and prevention efforts in South Korea.

Towards a better understanding of fashion clothing purchase involvement

2018 ◽  
Vol 9 (3) ◽  
pp. 544-559 ◽  
Author(s):  
Mahfuzur Rahman ◽  
Mohamed Albaity ◽  
Che Ruhana Isa ◽  
Nurul Azma
Keyword(s):  
Design Methodology ◽  
Consumer Involvement ◽  
University Student ◽  
Student Sample ◽  
Content Type ◽  
Business Policies ◽  
Malaysian Consumer ◽  
High Level ◽  
The Relationship

Purpose This study aims to concern with Malaysian consumer involvement in fashion clothing. To achieve this, materialism, fashion clothing involvement and religiosity are examined as drivers of fashion clothing purchase involvement. Design/methodology/approach Gender, race and age are explored to have better understanding of fashion clothing purchase involvement in Malaysia. Data were gathered using a Malaysian university student sample, resulting in 281 completed questionnaires. Findings The results support the study’s model and its hypotheses and indicate that materialism, fashion clothing involvement and religiosity are significant drivers of fashion clothing purchase involvement. Also, materialism is a significant driver of fashion clothing involvement, and fashion clothing involvement mediates the relationship between materialism and fashion clothing purchase involvement. The results also show that Malaysian youth do not possess a high level of materialistic tendencies. Originality/value This study offers enormous opportunities for the international apparel marketers to formulate relevant business policies and strategies.

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