Journal of Business Research最新文献_第2页

Customer experiences and coping behaviors during crisis situations: The role of service adaptation and service transformation

IF 10.5 1区管理学

Journal of Business Research Pub Date : 2024-11-29 DOI: 10.1016/j.jbusres.2024.115089

Bart Larivière , Lisa Schetgen , Matthias Bogaert , Dirk Van den Poel

{"title":"Customer experiences and coping behaviors during crisis situations: The role of service adaptation and service transformation","authors":"Bart Larivière , Lisa Schetgen , Matthias Bogaert , Dirk Van den Poel","doi":"10.1016/j.jbusres.2024.115089","DOIUrl":"10.1016/j.jbusres.2024.115089","url":null,"abstract":"<div><div>Understanding how customers react to changes in service encounters during crisis situations, is extremely valuable for companies. Guided by the four fundamental premises of customer experience (<span><span>Becker and Jaakkola, 2020</span></span>) and drawing on the Touchpoints-Context-Qualities (TCQ)-framework (<span><span>De Keyser et al., 2020</span></span>) and Stimulus-Organism-Response (S-O-R) Theory (<span><span>Mehrabian and Russell, 1974</span></span>), this study aims to better understand (1) the customer experience during a crisis, and (2) how outside versus within firm-controlled touchpoints, (3) contextual factors (here, individual and firm/industry) and (4) a firm’s service adaptation (e.g., firms adapt to regulatory measures) and service transformation (e.g., firms transform their business by exploring new service delivery models) strategies shape customer experiences and coping behaviors. Using social media data (here, tweets) in the context of the COVID-19 pandemic, our qualitative and quantitative findings reveal that (1) customers’ affective responses are not restricted to negative experience (here, fear, anger, sadness, and disgust), but also include positive experiences (here, joy, surprise, acceptance, and anticipation), (2) the government as third-party affects the customer experience, (3) service adaptions and service transformations evoke different affective responses, and (4) both positive and negative experiences influence customers’ coping behaviors, but positive experiences exert a greater influence on the inward coping behaviors (here, active coping, planning, and positive reinterpretation), while negative experiences exert a greater influence on the outward coping behaviors (here, seeking social support for instrumental reasons, and venting). Our findings have implications for managers and public policy makers that want to manage the customer experience during crisis situations.</div></div>","PeriodicalId":15123,"journal":{"name":"Journal of Business Research","volume":"188 ","pages":"Article 115089"},"PeriodicalIF":10.5,"publicationDate":"2024-11-29","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142748747","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0

Special issue editorial: Advanced partial least squares structural equation modeling (PLS-SEM) applications in business research

IF 10.5 1区管理学

Journal of Business Research Pub Date : 2024-11-28 DOI: 10.1016/j.jbusres.2024.115087

Siegfried P. Gudergan , Ovidiu I. Moisescu , Lăcrămioara Radomir , Christian M. Ringle , Marko Sarstedt

引用次数: 0

The negative effect of displaying repeated reviews: Exploring its influence on subsequent review quality through information cue variety

IF 10.5 1区管理学

Journal of Business Research Pub Date : 2024-11-28 DOI: 10.1016/j.jbusres.2024.115096

Tiange Yu , Bowen Wang , Qiang Ye , Wenjun Sun

{"title":"The negative effect of displaying repeated reviews: Exploring its influence on subsequent review quality through information cue variety","authors":"Tiange Yu , Bowen Wang , Qiang Ye , Wenjun Sun","doi":"10.1016/j.jbusres.2024.115096","DOIUrl":"10.1016/j.jbusres.2024.115096","url":null,"abstract":"<div><div>Reviews from repeat customers are recognized as being highly helpful and influential. These repeated reviews, defined as the nonfirst reviews posted by a repeat customer on the same merchant/product review section after repurchasing, frequently appear on various platforms (e.g., Italki, Verbling, Freelancer and Fiverr). However, it is equally crucial to examine and address the potential negative consequences of displaying these reviews. This study employs a mixed-method design with secondary and experimental data analysis to examine how review source repetition impacts subsequent reviews and the underlying mechanism. The findings suggest that displaying reviews from repetitive sources tends to provide a limited variety of information cues, which consequently makes them less effective in inspiring subsequent users to write high-quality reviews. Additionally, the management response moderates the above impact such that the mediating effect of information cue variety is weaker for users who have received a response from the same merchant before posting.</div></div>","PeriodicalId":15123,"journal":{"name":"Journal of Business Research","volume":"188 ","pages":"Article 115096"},"PeriodicalIF":10.5,"publicationDate":"2024-11-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142748744","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0

Ethical implications of employee and customer digital footprint: SMEs perspective

IF 10.5 1区管理学

Journal of Business Research Pub Date : 2024-11-28 DOI: 10.1016/j.jbusres.2024.115088

Ozlem Ayaz , Seyedeh Asieh Hosseini Tabaghdehi , Ainurul Rosli , Prerna Tambay

{"title":"Ethical implications of employee and customer digital footprint: SMEs perspective","authors":"Ozlem Ayaz , Seyedeh Asieh Hosseini Tabaghdehi , Ainurul Rosli , Prerna Tambay","doi":"10.1016/j.jbusres.2024.115088","DOIUrl":"10.1016/j.jbusres.2024.115088","url":null,"abstract":"<div><div>In a world where Small and Medium Enterprises (SMEs) increasingly leverage their Digital Footprint (DF) for business growth, ethical concerns surrounding employee and customer DF pose a significant challenge. This research investigates how SMEs can navigate this complex landscape, balancing the creation of business value with the broader social value of managing data. Drawing upon Kantian ethics, which emphasizes the duties of organizations to respect individuals’ autonomy and protect their rights, the study addresses a critical gap in understanding the ethical implications of DF for business value creation and employee experiences. Using a social constructivist approach, the research reveals the importance of DF awareness and proposes a novel conceptualization of DF as a dual entity: (i) an independent actor influencing consumer decisions and (ii) a collaborative activity within and beyond the organization. This broadens the traditional view of DF and informs a new framework for ethical DF management in SMEs. This framework emphasizes four core pillars – data transparency, data protection, data privacy, and data transformation – supported by stakeholder involvement. The study also highlights overarching factors three key actions and DF strategic implications at the end.</div></div>","PeriodicalId":15123,"journal":{"name":"Journal of Business Research","volume":"188 ","pages":"Article 115088"},"PeriodicalIF":10.5,"publicationDate":"2024-11-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142748830","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"OA","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0

Commercializing technology from university-industry collaborations: A configurational perspective on organizational factors

IF 10.5 1区管理学

Journal of Business Research Pub Date : 2024-11-28 DOI: 10.1016/j.jbusres.2024.115105

Giovanni Tolin, Andrea Piccaluga

{"title":"Commercializing technology from university-industry collaborations: A configurational perspective on organizational factors","authors":"Giovanni Tolin, Andrea Piccaluga","doi":"10.1016/j.jbusres.2024.115105","DOIUrl":"10.1016/j.jbusres.2024.115105","url":null,"abstract":"<div><div>Organizational factors have always influenced how universities commercialize their technologies. This commercialization process, once viewed as a linear one, is now understood as being the result of more intricate university-industry collaborative activities. In addressing this issue, universities increasingly face new challenges at the organizational level, such as lack of funding and competencies to manage this process. Many have started to adopt instruments that bridge financial and managerial gaps to better interact with industry. In identifying organizational factors that recently have emerged (i.e., gap-bridging instruments), this study investigates how they relate with other organizational factors in facilitating technology commercialization from university-industry interactions. Through a fuzzy-set qualitative comparative analysis of 47 Italian universities, we specifically examine how relationships among organizational factors foster the emergence of licensing contracts from university-industry interactions. This study contributes to the technology transfer literature by unveiling the role of gap-bridging instruments when combined with other organizational factors, as well as how their effectiveness varies based on universities’ size and their technology transfer offices’ capacity.</div></div>","PeriodicalId":15123,"journal":{"name":"Journal of Business Research","volume":"188 ","pages":"Article 115105"},"PeriodicalIF":10.5,"publicationDate":"2024-11-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142748746","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"OA","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0

Mental health among B2B salespeople: A morphological analysis

IF 10.5 1区管理学

Journal of Business Research Pub Date : 2024-11-27 DOI: 10.1016/j.jbusres.2024.115093

Ashwin J. Baliga , Ashish Goel , Chavi C.-Y. Fletcher-Chen , Sridhar Guda , Rajesh Kumar

{"title":"Mental health among B2B salespeople: A morphological analysis","authors":"Ashwin J. Baliga , Ashish Goel , Chavi C.-Y. Fletcher-Chen , Sridhar Guda , Rajesh Kumar","doi":"10.1016/j.jbusres.2024.115093","DOIUrl":"10.1016/j.jbusres.2024.115093","url":null,"abstract":"<div><div>The intensely competitive landscape of B2B selling makes it highly susceptible to mental health issues (MHI) among the salespersons. MHI has a cascading impact on salespersons’ well-being, and ultimately on organizations’ performance and hence needs to be addressed as a priority. Despite a large body of knowledge on MHI in B2B sales, there is a lack of an integrated framework that could structure this knowledge for academic and managerial pursuits. This review addresses this gap by using morphological analysis (MA) to develop a framework that provides a systematic, modular, tabular-visual representation of MHI literature in B2B sales. Drawing on this framework, we develop a conceptual model that delineates key variables and allows their logical mapping and combination. Collectively, the MA framework and the model serve as a useful toolkit for academics and practitioners. They help to cultivate a clearer understanding of the state-of-the-art on MHI in terms of causal factors, manifestations, boundary conditions, coping resources, mitigation strategies, and theoretical orientation. They also facilitate the development of novel, interesting, and complex research questions for further empirical testing. Addressing these questions will contribute to theory building in support of creating and/or refining managerial strategies and organizational policies to address MHI among B2B salespersons more effectively.</div></div>","PeriodicalId":15123,"journal":{"name":"Journal of Business Research","volume":"188 ","pages":"Article 115093"},"PeriodicalIF":10.5,"publicationDate":"2024-11-27","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142748827","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0

From insight to impact: Unravelling the dynamics of big data-backed growth hacking

IF 10.5 1区管理学

Journal of Business Research Pub Date : 2024-11-27 DOI: 10.1016/j.jbusres.2024.115083

Vinod Kumar , Sachin Kumar , Ranjan Chaudhuri , Sheshadri Chatterjee , Alkis Thrassou , Georgia Sakka

{"title":"From insight to impact: Unravelling the dynamics of big data-backed growth hacking","authors":"Vinod Kumar , Sachin Kumar , Ranjan Chaudhuri , Sheshadri Chatterjee , Alkis Thrassou , Georgia Sakka","doi":"10.1016/j.jbusres.2024.115083","DOIUrl":"10.1016/j.jbusres.2024.115083","url":null,"abstract":"<div><div>The rise of growth hacking, fuelled by big data analytics, poses a challenge for scholars and executives alike, with limited research at their intersection. This article aims to fill the knowledge gap by focusing on the integration of big data analytics and growth hacking. Extant theory suggests that incorporating big data cultivates marketing ambidexterity, especially when moderated by environmental dynamism. The synergistic interplay between big data analytics and marketing ambidexterity is postulated to enhance firm marketing capabilities, manifesting itself as growth hacking. The present study develops a corresponding scale on growth hacking and empirically validates the proposed theoretical framework. Data have been collected from businesses that have used growth hacking tactics, regardless of their timeframe or resource investment, in two phases and adhering to requisite sampling size and techniques. The relationships between all variables were found to be significant except the impact of firm marketing capabilities on customer regain and maintenance. Environmental dynamism was found to moderate significantly big data analytics and marketing ambidexterity. This study enriches the growth hacking literature by shedding light on the intricate relationship between big data analytics and strategic business growth. The findings are also significant to industry, as they arm executives with new and practicable knowledge towards harnessing growth hacking strategies and securing a competitive edge.</div></div>","PeriodicalId":15123,"journal":{"name":"Journal of Business Research","volume":"188 ","pages":"Article 115083"},"PeriodicalIF":10.5,"publicationDate":"2024-11-27","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142748828","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0

Do all stars shine the same? Investigating the nonlinear effects of user and critic reviews on video game sales

IF 10.5 1区管理学

Journal of Business Research Pub Date : 2024-11-27 DOI: 10.1016/j.jbusres.2024.115034

Tobias Kraemer , Welf H. Weiger , Sven Heidenreich

引用次数: 0

How does user participation mode of “User-led” and “Firm-led” realize product innovation?

IF 10.5 1区管理学

Journal of Business Research Pub Date : 2024-11-26 DOI: 10.1016/j.jbusres.2024.115075

Xiaodong Marcus Li , Zhenghao Michael Xia

{"title":"How does user participation mode of “User-led” and “Firm-led” realize product innovation?","authors":"Xiaodong Marcus Li , Zhenghao Michael Xia","doi":"10.1016/j.jbusres.2024.115075","DOIUrl":"10.1016/j.jbusres.2024.115075","url":null,"abstract":"<div><div>Realizing value co-creation through user participation is essential in user-firm community management and user innovation research. Drawing on the experience-dominant logic, we examine community collaborative action in the context of the most popular Chinese video game, Tale of Immortal, and its community from a virtual alliance perspective. We identify two distinct paths of user participation: “User-led” and “Firm-led.” Our findings are as follows: Firstly, the consensus of motive activation between users and the firm is the basis of community collaborative actions. Secondly, activated motivation produces community collaborative actions, including users’ “content production and information providing” actions and the firm’s “rule arrangement and digital technology construct” actions, which require an appropriate matching process. We propose a framework of firm-user virtual alliance in product innovation and investigate how collaborative action forms and affects innovation in depth. This study equips game studios with understanding of community users’ behavior and helps manage heterogeneous users effectively.</div></div>","PeriodicalId":15123,"journal":{"name":"Journal of Business Research","volume":"188 ","pages":"Article 115075"},"PeriodicalIF":10.5,"publicationDate":"2024-11-26","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142748825","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0

Machines vs. humans: The evolving role of artificial intelligence in livestreaming e-commerce

IF 10.5 1区管理学

Journal of Business Research Pub Date : 2024-11-25 DOI: 10.1016/j.jbusres.2024.115077

Haixia Yuan , Kevin Lü , Wenting Fang

{"title":"Machines vs. humans: The evolving role of artificial intelligence in livestreaming e-commerce","authors":"Haixia Yuan , Kevin Lü , Wenting Fang","doi":"10.1016/j.jbusres.2024.115077","DOIUrl":"10.1016/j.jbusres.2024.115077","url":null,"abstract":"<div><div>As the capability of artificial intelligence (AI) improves, online retailers are exploring AI-based agents to communicate with viewers in live streaming, which is referred to as AI stremer. However, it is unclear where, what, and when the implementation of AI stremer is more effective than human beings in live-streaming e-commerce. To explore the dynamic interrelationships and temporal evolution between AI and human streamers and viewer engagement, this study examined the evolving role of AI streamers in live-streaming e-commerce. We utilised the linear mixed model (LMM) and the time-varying effect model (TVEM) to examine whether AI and human streamers differ in both monetary and non-monetary engagement activities. Additionally, we investigated how these differences change over time and whether such changes are consistent across different consumption contexts. The dataset consists of 924,036 products from 21,190 live streaming shows in 123 live broadcasting rooms over a period of four months was used in this study. The results suggest that AI streamers can substitute for humans in monetary activities in the context of utilitarian consumption but not in hedonic consumption. However, the substitute effect of AI may gradually diminish over time. In addition, in a hedonic context, AI exhibits an increasing effect on viewer engagement over time.</div></div>","PeriodicalId":15123,"journal":{"name":"Journal of Business Research","volume":"188 ","pages":"Article 115077"},"PeriodicalIF":10.5,"publicationDate":"2024-11-25","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142748823","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"OA","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0