The Measuring Engagement (ME™) Tool

Studies on human engagement behavior whilst interacting with multimedia environment has now become very important due to the era of convergences of immersive technology in various digital platforms. This paper will describe a system to measure human engagement behavior in NORMA (Natural Observation and Reflection of Multimedia Application) experimental setting. The tool was developed as a Proof of Concept of The NEMD MODEL (Norma™ Engagement Multimedia Design Model) a renamed of An Engaging Multimedia Design Model that could explain the engagement phenomenon that has enticed the use of virtual spaces to complement its physical form. This paper is a description of The Measuring Engagement (ME™) Tool automated system in comparison to a system done manually. The system has proven to be a useful tool to enable us knows more about engagement and the phenomenon surrounding it. Findings could help us know more about engagement that may lead to excessive, immersive and addictive use of innovative technologies.

Investigating the Effects of Robot Engagement Communication on Learning from Demonstration

Robot learning from demonstration (RLfD) is a technique for robots to derive policies from instructors’ examples. Although the reciprocal effects of student engagement on teacher behavior are widely recognized in the educational community, it is unclear whether the same phenomenon holds for RLfD. To fill this gap, we first design three types of robot engagement behavior (gaze, imitation, and a hybrid of the two) based on the learning literature. We then conduct, in a simulation environment, a within-subject user study to investigate the impact of different robot engagement cues on humans compared to a “without-engagement” condition. Results suggest that engagement communication has significantly negative influences on the human’s estimation of the simulated robots’ capability and significantly raises their expectation towards the learning outcomes, even though we do not run actual imitation learning algorithms in the experiments. Moreover, imitation behavior affects humans more than gaze does in all metrics, while their combination has the most profound influences on humans. We also find that communicating engagement via imitation or the combined behavior significantly improves humans’ perception towards the quality of simulated demonstrations, even if all demonstrations are of the same quality.

Examining Customer Motivation and Its Impact on Customer Engagement Behavior in Social Media: The Mediating Effect of Brand Experience

This study investigates the mediating effect of brand experience on the relationship between customer motivation and engagement behavior and conceptualizes customer motivation from the multiple dimensions of information seeking, entertainment, and social interaction. Based on 565 valid questionnaires, it analyzes the impact of customer motivation on brand experience and customer engagement behavior using SPSS and AMOS. First, customer motivation with information seeking, entertainment, and social interaction significantly impacts customer brand experience. Second, customer brand experience significantly impacts customer engagement behavior of reuse, feedback, and WOM intentions. Finally, this study explores the mediating role of customer brand experience between customer motivation and customer engagement behavior and its impact on social media. It provides a reference for social media literature research. These findings will provide insights on motivating customers to participate in social media.

Frustration-Based Promotions: Field Experiments in Ride-Sharing

The service industry has become increasingly competitive. One of the main drivers for increasing profits and market share is service quality. When consumers encounter a bad experience, or a frustration, they may be tempted to stop using the service. In collaboration with the ride-sharing platform Via, our goal is to understand the benefits of proactively compensating customers who have experienced a frustration. Motivated by historical data, we consider two types of frustrations: long waiting times and long travel times. We design and run three field experiments to investigate how different types of compensation affect the engagement of riders who experienced a frustration. We find that sending proactive compensation to frustrated riders (i) is profitable and boosts their engagement behavior, (ii) works well for long waiting times but not for long travel times, (iii) seems more effective than sending the same offer to nonfrustrated riders, and (iv) has an impact moderated by past usage frequency. We also observe that the best strategy is to send credit for future usage (as opposed to waiving the charge or sending an apologetic message). This paper was accepted by Vishal Gaur, operations management.

PENGARUH INFORMATION QUALITY DAN SERVICE QUALITY TERHADAP PERCEIVED VALUE DAN KONSEKUENSINYA TERHADAP CUSTOMER ENGAGEMENT BEHAVIOR INTENTION (STUDI PADA SOCIAL COMMERCE INSTAGRAM)

Keberhasilan social commerce bergantung pada tingkat transaksi yang terjadi pada social commerce. Tingkat transaksi yang tinggi mengindikasikan adanya interaksi yang kuat dalam social commerce. Penelitian ini bertujuan untuk menguji pengaruh kualitas informasi, kualitas layanan terhadap persepsi nilai dan konsekuensinya terhadap niat perilaku keterlibatan pelanggan. Sampel yang terkumpul dalam penelitian ini berjumlah 214 responden menggunakan metode pengisian kuesioner yang dilakukan secara online. Pengujian hipotesis dilakukan dengan analisis Partial Least Square – Structural Equation Modeling (PLS-SEM) dengan software SmartPLS. Hasil penelitian ini menunjukkan bahwa kualitas informasi dan kualitas layanan berpengaruh secara positif terhadap persepsi nilai dan persepsi nilai berpengaruh secara positif terhadap niat perilaku keterlibatan pelanggan. The success of social commerce depends on the level of transactions that occur on the platform. A high transaction rate indicates a strong interaction in social commerce. This study aims to examine the effect of information quality, service quality on perceived value and its consequences on the customer engagement behavior intention. The sample collected in this study amounted to 214 respondents using online questionnaires. Hypothesis testing was conducted by analyzing Partial Least Square – Structural Equation Modeling (PLS-SEM) with SmartPLS software. The results of this study indicate that the information quality and service quality have a positive effect on perceived value and perceived value have a positive effect on customer engagement behavior intention.