A5064998398- Customer Service Quality and Loyalty
- Digital Marketing and Social Media
- Service and Product Innovation
- Consumer Retail Behavior Studies
- Consumer Behavior in Brand Consumption and Identification
- AI in Service Interactions
- Sharing Economy and Platforms
- Digital Platforms and Economics
- Blockchain Technology Applications and Security
- Consumer Market Behavior and Pricing
- Business Strategy and Innovation
- Psychology of Social Influence
- International Business and FDI
- Outsourcing and Supply Chain Management
- Technology Adoption and User Behaviour
- Quality and Supply Management
- Innovation and Knowledge Management
- Social Robot Interaction and HRI
- Digital Transformation in Industry
- SMEs Development and Digital Marketing
- Big Data and Business Intelligence
- Digital Innovation in Industries
- Socioeconomic Development in Asia
- Ethics and Social Impacts of AI
- Management and Marketing Education
National University of Singapore
2015-2024
University of Graz
2023
College of Charleston
2023
Swansea University
2023
Catholic University of Eichstätt-Ingolstadt
2021
University of Massachusetts Boston
2021
University of Cologne
2021
University of Turku
2021
The University of Queensland
2021
Pennsylvania State University
2002-2020
Transformative artificially intelligent tools, such as ChatGPT, designed to generate sophisticated text indistinguishable from that produced by a human, are applicable across wide range of contexts. The technology presents opportunities well as, often ethical and legal, challenges, has the potential for both positive negative impacts organisations, society, individuals. Offering multi-disciplinary insight into some these, this article brings together 43 contributions experts in fields...
Purpose The service sector is at an inflection point with regard to productivity gains and industrialization similar the industrial revolution in manufacturing that started eighteenth century. Robotics combination rapidly improving technologies like artificial intelligence (AI), mobile, cloud, big data biometrics will bring opportunities for a wide range of innovations have potential dramatically change industries. purpose this paper explore role robots play future advance research agenda...
This experimental study examined how the three dimensions of fairness (distributive, procedural and interactional) influence consumers' attributional processes, their post‐recovery satisfaction behavioral responses (repatronage intent negative word‐of‐mouth) in a service failure context that does not involve monetary costs to consumer. Our results indicate recovery outcomes (e.g. compensation), procedures speed recovery) interactional treatment apology) have joint effect on satisfaction....
Purpose Given the dramatic technology‐led changes that continue to take place in marketplace, researchers and practitioners alike are keen understand emergence implications of online brand communities (OBCs). The purpose this paper is explore OBCs from both consumer company perspectives. Design/methodology/approach study provides a synthesis extant OBC literature further our understanding OBCs, also puts forth future priorities for research. Findings A conceptual framework provided extends...
Abstract The initial hype and fanfare from the Meta Platforms view of how metaverse could be brought to life has evolved into an ongoing discussion not only metaverse's impact on users organizations but also societal cultural implications widespread usage. potential consumer interaction with brands within engendered significant debate marketing‐focused discourse key challenges transformative opportunities for marketers. Drawing insights expert contributors, this study examines marketing...
Purpose Robots are predicted to have a profound impact on the service sector. The emergence of robots has attracted increasing interest from business scholars and practitioners alike. In this article, we undertake systematic review literature about customers employees with objective guiding future research. Design/methodology/approach We analyzed as they relate in journals listed Financial Times top 50 plus all covered cross-disciplinary SERVSIG alerts. Findings analysis identified studies...
Although more than 30 years of research has established the power word‐of‐mouth (WOM), little work focused on how it could be managed effectively. This study examines incentives would to actively encourage WOM, and potentially interact with other variables that have been shown drive WOM. In particular, a 3 × 2 experiment was conducted examine impact incentives, tie‐strength, satisfaction WOM behavior. Consumer deal proneness investigated using quasi‐experimental design. Suggests from...
Abstract This study is the first to provide an integrated view on body of knowledge artificial intelligence (AI) published in marketing, consumer research, and psychology literature. By leveraging a systematic literature review using data‐driven approach quantitative methodology (including bibliographic coupling), this provides overview emerging intellectual structure AI research three bodies examined. We identified eight topical clusters: (1) memory computational logic; (2) decision making...
Purpose The purpose of this paper is to examine peer-to-peer sharing platform business models, their sources competitive advantage, and the roles, motivations behaviors key actors in ecosystems. Design/methodology/approach This uses a conceptual approach that rooted service, tourism hospitality, strategy literature. Findings First, defines types models economy anddescribes characteristics. In particular, authors propose differentiation between platforms capacity-constrained vs...
Purpose This study aims to examine the role of environmentally induced stimulation in influencing impulse buying. In addition, authors seek investigate impact two social factors (perceived crowding and employee friendliness) on unplanned purchases. Design/methodology/approach A wide variety retail outlets Singapore were selected as context for this field study, ranging from small cosmetics shops (e.g. Body Shop) mega furniture (i.e. IKEA). Findings The results indicate that perceived...
We propose that digital technologies and related data become increasingly prevalent that, consequently, ethical concerns arise. Looking at four principal stakeholders, we corporate responsibility (CDR) as a novel concept. define CDR the set of shared values norms guiding an organization's operations with respect to main processes technology data. These are creation capture, operation decision making, inspection impact assessment, refinement expand our discussion by highlighting how...
Purpose The purpose of this paper is to highlight important issues in the study dysfunctional customer behavior and provide a research agenda inspire, guide, enthuse. Through critical evaluation existing research, aim key present potentially worthy avenues for future study. Design/methodology/approach In reviewing recent past advances customers behaving badly, an overview into badly addressing terminology definition provided. Thereafter, three perspectives that most opportunity insight...
In this article, we argue that the Industrial Internet of Things (IIoT) offers new opportunities and harbours threats companies are not able to address with existing business models. Entrepreneurship Transaction Cost Theories used explore conditions for designing nonownership models emerging IIoT its implications sharing uncertain downsides, transforming these uncertainties into opportunities. Nonownership contracts introduced as basis model design proposed an architecture productive in...
Digital business platforms (DBPs) such as eBay, Google, and Uber Technologies have seen enormous growth; this paper explores their salient characteristics, the role of marketing in helping DBPs succeed, important research topics for theory practice. A new conceptual framework based on insights from transaction cost analysis outlines impact DBPs. key is to increase number quality interactions a DBP while reducing costs users production DPB. The DBPs’ data thus generated are enablers value...
This article integrates relevant literature to develop a conceptual model on the potential avenues achieve service excellence at low unit costs, which we term cost-effective (CESE). To gain deeper understanding of these strategies, their applicability and interrelatedness, analyze how 10 organizations have achieved CESE. Our findings show that CESE can be through three core strategies. First, dual culture strategy provides comprehensive set high-quality services cost, largely driven by...
Consumer research on conversational agents (CAs) has been growing. To illustrate and map out in this field, we conducted a systematic literature review (SLR) of published work indexed the Clarivate Web Science Elsevier Scopus databases. Four dominant topical areas were identified through bibliographic coupling. They are 1) consumers’ trust CAs; 2) Natural Language Processing (NLP) developing designing 3) communication with 4) impact CAs value creation for business. We leverage these findings...
Purpose Extant research mainly focused on potentially negative customer responses to service robots. In contrast, this study is one of the first explore a context where robots are likely be preferred delivery mechanism over human frontline employees. Specifically, authors examine how customers respond in embarrassing encounters. Design/methodology/approach This employs mixed-method approach, whereby an in-depth qualitative (study 1) followed by two lab experiments (studies 2 and 3). Findings...
Digitization, artificial intelligence, and service robots carry serious ethical, privacy, fairness risks. Using the lens of corporate digital responsibility (CDR), we examine these risks their mitigation in firms make five contributions. First, show that CDR is critical contexts because vast streams customer data involved technology’s omnipresence, opacity, complexity. Second, synthesize ethics, literature using technology life-cycle perspective to understand better nature a context. Third,...