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Published on Sep 7, 2019in Service Business2.29
Sang M. Lee42
Estimated H-index: 42
(NU: University of Nebraska–Lincoln),
DonHee Lee9
Estimated H-index: 9
(College of Business Administration)
The Industry 4.0 era has brought a shift in consumers’ purchasing behaviors from traditional retailing to online and/or mobile channels, triggered by advanced digital technologies and an easy access to the global market. Smart digital devices and advanced technologies have enabled “untact” service, facilitating customer encounters without a face-to-face contact with employees. This study presents the concept of untact service based on a review of the literature on technology-enabled customer enc...
Published on Sep 5, 2019in Service Business2.29
Edward C.S. Ku10
Estimated H-index: 10
(National Kaohsiung University of Hospitality and Tourism),
Chun-Der Chen3
Estimated H-index: 3
(National Kaohsiung University of Hospitality and Tourism)
The goal of this research is to determine how design credibility, functional benefit, hedonic shopping value, and visual appeal affect impulse buying; the model and hypotheses were tested with structural equation modeling. Design credibility encourages passengers to engage in usage of low cost carriers’ apps, and the functional benefits play a role of inducing positive emotions in the usage process of apps. Moreover, low cost carriers’ apps ambient conditions evoke passengers' emotion and in tur...
Published on Dec 10, 2018in Service Business2.29
Taewon Hwang8
Estimated H-index: 8
(VSU: Valdosta State University),
Sung Tae Kim (St. Mary's University)
The purpose of this study is to explore the role of logistics strategies (flexibility, collaboration, and differentiation) as antecedents of supply chain agility (SCA) and financial performance. Toward this end, we develop an integrative model based on the strategy–structure–performance paradigm, the resource-based view, and the relational view. Using structural equation modeling, we test the model with survey data gathered from 279 companies. The findings indicate that logistics strategies infl...
Published on Nov 16, 2018in Service Business2.29
David Doloreux18
Estimated H-index: 18
(HEC Montréal),
Ekaterina Turkina8
Estimated H-index: 8
(HEC Montréal),
Ari Van Assche11
Estimated H-index: 11
(HEC Montréal)
Do different types of innovation require distinct kinds of external knowledge search strategies? This paper explores this question using an original innovation survey of 385 KIBS firms in Ontario (Canada). Applying ordered regression analysis, we show that KIBS which conduct marketing innovation have higher degrees of external knowledge sourcing than those that engage in other types of innovation. KIBS that conduct product innovation have higher degrees of external partnering than those that foc...
Published on Nov 1, 2018in Service Business2.29
Donghyun Choi5
Estimated H-index: 5
(Korea Aerospace University),
Yonghwi Noh3
Estimated H-index: 3
(Myongji University),
Jin Sung Rha2
Estimated H-index: 2
(DU: Dankook University)
This study develops a simulation model that can describe the accurate working environment of emergency room by analyzing the effects of both work pressure and burnout. For this purpose, we consider burnout as a critical factor that plays a role in running an emergency room efficiently and as a cause for unexpected outcomes. As work pressure intensifies, the productivity of human resources tends to increase accordingly. However, when work schedule intensity reaches a certain level, service produc...
Published on Feb 12, 2019in Service Business2.29
Dong Hyun Lee (KNU: Kyungpook National University), Ga Youn Hong (Sogang University), Sang-Gun Lee4
Estimated H-index: 4
(Sogang University)
This study examined the relationship among competitive advantage, catch-up, and linkage effects using Input–Output (IO) data of the information and communications technology (ICT) industry between South Korea and India. ICT industry was classified into ICT manufacturing and ICT service sectors on the basis of the taxonomic definitions provided by Organisation for Economic Co-operation and Development (OECD). Data were collected from World Input–Output Database (WIOD) ranging from 2000 to 2014 in...
Published on Nov 1, 2018in Service Business2.29
Le Nguyen Hau7
Estimated H-index: 7
(VNUHCM-UT: Ho Chi Minh City University of Technology)
Service-dominant logic advocates that customers co-create value with a firm by contributing operant resources. However, do their operant resources contribute to improving the co-created value, or are they just a must? To address this question, this research investigates the effect of different components of customer operant resource on different forms of customer value in the context of health care service. A structural model was developed and tested using a sample of 409 outpatients in Vietnam....
Published on Nov 3, 2018in Service Business2.29
Tomás F. Espino-Rodríguez12
Estimated H-index: 12
(ULPGC: University of Las Palmas de Gran Canaria),
Juan Carlos Ramírez-Fierro2
Estimated H-index: 2
(ULPGC: University of Las Palmas de Gran Canaria)
This study shows the role of justice as a success factor in hotel outsourcing relationships. More specifically, it investigates the associations between two different dimensions of justice (procedural and distributive) and attitudes and behaviors in the relationship with suppliers, in terms of trust, cooperation, and long-term orientation. The work also analyzes to what degree these behavioral elements influence suppliers’ proactive improvement, and whether cooperation mediates these relationshi...
Published on Jan 9, 2019in Service Business2.29
Annelies Costers (Katholieke Universiteit Leuven), Yves Van Vaerenbergh11
Estimated H-index: 11
(Katholieke Universiteit Leuven),
Anja Van den Broeck22
Estimated H-index: 22
(Katholieke Universiteit Leuven)
Satisfying complaining customers is challenging, especially when dealing with the increasing number of customers with culturally diverse backgrounds. The purpose of this study is to show whether and how frontline employee cultural intelligence (CQ) is related to their service recovery performance. The results of among 155 flight attendants of a Southeast Asian airline indicate that frontline employee CQ is positively associated with their service recovery performance. Work engagement mediates th...
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