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Do Chatbots Establish “Humanness” in the Customer Purchase Journey? An Investigation Through Explanatory Sequential Design
No full textInternational audienceAbstract Chatbots incorporate various behavioral and psychological marketing elements to satisfy customers at various stages of their purchase journey. This research follows the foundations of the Elaboration Likelihood Model (ELM) and examines how cognitive and peripheral cues impact experiential dimensions, leading to chatbot user recommendation intentions. The study introduced warmth and competence as mediating variables in both the purchase and postpurchase stages, utilizing a robust explanatory sequential mixed‐method research design. The researchers tested and validated the proposed conceptual model using a 3 × 3 factorial design, collecting 354 responses in the purchase stage and 286 responses in the postpurchase stage. In the second stage, they conducted in‐depth qualitative interviews (Study 2) to gain further insights into the validity of the experimental research (Study 1). The results obtained from Study 1 revealed that “cognitive cues” and “competence” significantly influence recommendation intentions among chatbot users. On the other hand, “peripheral cues” and warmth significantly contribute to positive experiences encountered during the purchase stage. The researchers further identified 69 thematic codes through exploratory research, providing a deeper understanding of the variables. Theoretically, this study extends the ELM by introducing new dimensions to human‐machine interactions at the heart of digital transformation. From a managerial standpoint, the study emphasizes the significance of adding a “humanness” element in chatbot development to create more engaging and positive customer experiences actively.Chatbots incorporate various behavioral and psychological marketing elements tosatisfy customers at various stages of their purchase journey. This research followsthe foundations of the Elaboration Likelihood Model (ELM) and examines howcognitive and peripheral cues impact experiential dimensions, leading to chatbotuser recommendation intentions. The study introduced warmth and competence asmediating variables in both the purchase and postpurchase stages, utilizing a robustexplanatory sequential mixed‐method research design. The researchers tested andvalidated the proposed conceptual model using a 3 × 3 factorial design, collecting354 responses in the purchase stage and 286 responses in the postpurchase stage.In the second stage, they conducted in‐depth qualitative interviews (Study 2) to gainfurther insights into the validity of the experimental research (Study 1). The resultsobtained from Study 1 revealed that“cognitive cues”and“competence”significantlyinfluence recommendation intentions among chatbot users. On the other hand,“peripheral cues”and warmth significantly contribute to positive experiencesencountered during the purchase stage. The researchers further identified 69thematic codes through exploratory research, providing a deeper understanding ofthe variables. Theoretically, this study extends the ELM by introducing newdimensions to human‐machine interactions at the heart of digital transformation.From a managerial standpoint, the study emphasizes the significance of adding a“humanness”element in chatbot development to create more engaging and positivecustomer experiences actively
Mistakenly misinformed or intentionally deceived? Mis‐ and Disinformation perceptions on the Russian War in Ukraine among citizens in 19 countries
No full textInternational audienceAbstract In information environments characterized by institutional distrust, fragmentation and the widespread dissemination of conspiracies and disinformation, citizens perceive misinformation as a salient and threatening issue. Especially amidst disruptive events and crises, news users are likely to believe that information is inaccurate or deceptive. Using an original 19‐country comparative survey study across diverse regions in the world (N = 19,037), we find that news users are likely to regard information on the Russian war in Ukraine as false. They are more likely to attribute false information to deliberative deception than to a lack of access to the war area or inaccurate expert knowledge. Russian sources are substantially more likely to be blamed for falsehoods than Ukrainian or Western sources – but these attribution biases depend on a country's position on the war. Our findings reveal that people mostly believe that falsehoods are intended to deceive them, and selectively associate misinformation with the opposed camp
The role of purchasing and supply management in diffusing sustainability in supply networks: A systematic literature review
No full textInternational audienceAbstract: One of the most difficult supply network challenges facing companies today is how to diffuse sustainability not only among their direct (first‐tier) suppliers but also throughout their supply networks. Although a growing body of research has been dedicated to addressing this challenge, the role of purchasing and supply management (PSM) in sustainable supply network development remains underexplored. In this paper, we present a systematic review of the literature on the role of PSM in the diffusion of sustainability in supply networks. We analysed 133 peer‐reviewed papers published in 21 journals in the field of PSM. We scrutinized the theories, methods and levels of analysis used in sustainable PSM research, classified the practices for diffusing sustainability in supply networks and identified the role of PSM in the diffusion of sustainability. Accordingly, we put forward a set of propositions that link diffusion practices—and the role of PSM in these practices—with embedded and peripheral sustainability and suggest future research directions.Résumé: L'un des défis les plus difficiles auxquels sont confrontées les entreprises aujourd'hui en matière de la supply chain est de savoir comment diffuser la durabilité non seulement parmi leurs fournisseurs directs (de premier rang), mais aussi dans l'ensemble de leurs supply chain. Bien qu'un nombre croissant de recherches aient été consacrées à ce défi, le rôle de la gestion des achats dans le développement de la supply chain durables reste sous-exploré. Dans cet article, nous présentons une analyse systématique de la littérature sur le rôle de l'achat dans la diffusion de la durabilité dans les supply chains. Nous avons analysé 133 articles évalués par des pairs et publiés dans 21 revues dans le domaine de l'achat. Nous avons examiné les théories, les méthodes et les niveaux d'analyse utilisés dans la recherche sur l'achat durable, classé les pratiques de diffusion de la durabilité dans les réseaux d'approvisionnement et identifié le rôle de l'achat dans la diffusion de la durabilité. En conséquence, nous avons avancé des propositions qui lient les pratiques de diffusion - et le rôle de l'achat dans ces pratiques - à la durabilité intégrée et périphérique et suggèrent des orientations de recherche futures
Franklin Ford Collection
No full textInternational audienceThe American journalist Franklin Ford (1849–1918) is remembered for his ambitious (and stillborn) Thought News periodical, hatched with philosopher John Dewey. The Franklin Ford Collection, curated and introduced by Dominique Trudel and Juliette De Maeyer, takes in the full shambolic spread of Ford's thought, across news, politics, education, finance, and society at large. The collection includes nineteen documents—letters, leaflets, editorials, and treatises—with critical annotations from Trudel and De Maeyer. The works, many unpublished or rarely circulated, illustrate the core themes that animated Ford's career, including his sweeping program of press reform and his thoughts on the interconnected flows of money, transportation, and communication.Franklin Ford (1849–1918) was an American journalist, entrepreneur, and media theorist
Promoting Ethical Voice in the Police: A Daily Examination of Ethical Vision, LMX
No full textInternational audienceDrawing on signaling theory, this study explores the daily cues provided by leaders to promote ethical voice, specifically examining the impact of ethical vision communication as the primary cue. We also investigate the moderating effect of LMX ambivalence as a secondary cue, and how this effect can be diminished by daily interpersonal justice. Our seven-day daily diary study, which involved 68 French police officers, tested this model. The findings indicate that ethical voice is dynamically impacted by ethical vision communication, LMX Ambivalence and interpersonal justice. Finally, we discuss practical implications and provide guidelines to train public leaders.</div
Operations Research for Planning and Managing City Logistics Systems
No full textInternational audienceThe chapter presents the Operations Research models and methods to plan and manage City Logistics systems, in particular their supply components. It presents the main planning issues and challenges, and reviews the proposed methodologies. The chapter concludes with a discussion on perspectives for City Logistics and decision-support methodological developments
Tensions between (Post)Bureaucratic and Neo‐normative Demands: Investigating Employees’ Subjective Positions at EurAirport
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Engagement and value cocreation within a multi-stakeholder service ecosystem
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The multiverse of non-financial reporting regulation
No full textInternational audienceAlthough non-financial reporting (NFR) has been extensively explored in the accounting literature, most previous studies have focused on relevant issues in contexts where firms report their impact on society and the natural environment voluntarily. Despite the important role previous studies on voluntary NFR play in our understanding over of its role, processes and consequences, extant literature has provided limited evidence on (i) how NFR regulation affects (if at all) corporate reporting, (ii) whether such regulated reporting affects the users of corporate reports and, (iii) whether mandatory NFR has any "real effects" on how firms affect society and natural environment. This special issue attempts to enrich our understanding of the impact of NFR regulation with reference to the studies accepted for the special issue. In addition, this paper discusses key aspects of NFR regulation, provides an overview of the papers included in the special issue and proposes further axes of research in light of the continuing reforms in the NFR regulatory space; which we foresee to lead to a "multiverse" of NFR regulatory models and approaches
Comment véhiculer l'image RSE des distributeurs : signalisation des MDD bio et made in France ou déréférencement des MDD bio non made in France ?
No full textInternational audienceAs an interface between consumers and producers, retailers have a crucial role to play in sustainable development. One of the levers of action is to increase their assortment of products organic and Made In France marketed under their organic private brand. This offer is promoted through point of sale (POS) communication. Thus, two levels of commitment are possible: weak (signage of products that respect these two promises) and strong (delisting of products that do not respect these two promises). An experiment (involving 317 respondents) was conducted in a store laboratory. The results show that the voluntary creation of stock-outs (strong commitment) communicates greater respect for suppliers and has a positive impact on consumer trust and attitude towards the store. The managerial inputs focus on the benefits for the company's CSR image in the long term of these concrete actions that may involve financial losses in the short term.En tant qu’intermédiaire entre les consommateurs et les producteurs, les distributeurs ont un rôle clé à jouer dans le développement durable. Un des leviers d’actions est d’accroitre leurs assortiments de produits biologiques et Made In France, commercialisés sous leurs MDD, et de valoriser cette offre avec de la PLV/ILV. Ainsi, deux niveaux d’engagement sont possibles : faible (signalisation des produits qui respectent ces deux promesses) et fort (déréférencement des produits qui ne respectent pas ces deux promesses). Une expérimentation (impliquant 317 répondants) a été réalisée dans un magasin laboratoire. Les résultats montrent que la création volontaire de ruptures de stock (engagement fort) communique un respect plus important des fournisseurs et a un impact positif sur la confiance et l’attitude des consommateurs envers l’enseigne. Les contributions managériales se concentrent sur les bienfaits, quant à l’image RSE de l’enseigne, à long terme de ces actions concrètes, qui peuvent toutefois impliquer des pertes financières sur le court terme