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Customer Emotions in Service Robot Encounters: A Hybrid Machine-Human Intelligence Approach
No full textInternational audienceUnderstanding consumer emotions arising from robot-customers encounters and shared through online reviews is critical for forecasting consumers’ intention to adopt service robots. Qualitative analysis has the advantage of generating rich insights from data, but it requires intensive manual work. Scholars have emphasized the benefits of using algorithms for recognizing and differentiating among emotions. This study critically addresses the advantages and disadvantages of qualitative analysis and machine learning methods by adopting a hybrid machine-human intelligence approach. We extracted a sample of 9707 customers reviews from two major social media platforms (Ctrip and TripAdvisor), encompassing 412 hotels in 8 countries. The results show that the customer experience with service robots is overwhelmingly positive, revealing that interacting with robots triggers emotions of joy, love, surprise, interest, and excitement. Discontent is mainly expressed when customers cannot use service robots due to malfunctioning. Service robots trigger more emotions when they move. The findings further reveal the potential moderation effect of culture on customer emotional reactions to service robots. The study highlights that the hybrid approach can take advantage of the scalability and efficiency of machine learning algorithms while overcoming its shortcomings, such as poor interpretative capacity and limited emotion categories
Brand betrayal, post-purchase regret, and consumer responses to hedonic versus utilitarian products: The moderating role of betrayal discovery mode
No full textInternational audienceDrawing on regret theory and the product-type literature, it is argued that emotions elicited during hedonicproduct consumption reduce the negative consequences of regret and brand betrayal, by amplifying consumers’cognitive regret-regulation and attenuating behavioral regret-coping. An empirical survey of 807 participantswho faced post-purchase regret as a result of brand betrayal supports the stronger (vs. weaker) emotional andbehavioral effects of utilitarian (vs. hedonic) products. The findings reveal that brand betrayal for utilitarian (vs.hedonic) products leads to stronger (vs. weaker) feelings of regret. Further, the discovery of betrayal from others(vs. personal experience) intensifies the effect of brand betrayal, which is stronger for utilitarian (vs. hedonic)products. Moreover, consumers exhibit a higher intensity of brand avoidance, vindictive negative word-ofmouth, and vindictive complaining with utilitarian (vs. hedonic) products. The findings enrich regret theoryand the product-type literature and provide managerial guidance for effective brand strategy formulation inbrand transgressions
How do International Financial Reporting Standards affect information asymmetry? The importance of the earnings quality channel
No full textInternational audienc
Is the shopper always the king/queen? Study of omnichannel retail technology use and shopping orientations
No full textInternational audienc
How organizational socialization occurring in virtual setting unique: A longitudinal study of socialization
No full textInternational audienceBased on organizational socialization frameworks used to study newcomers' journey of adaptation from outsiders to insiders, this study develops an evolutionary model to examine their socialization in virtual settings. Extending the existing literature, the proposed model views organizational socialization as a cumulative process that allows the impact of pre-entry variables on accommodation and outcomes. Longitudinal design is used to measure the impact of key socialization factors on newcomers' productivity and commitment by controlling for entry-level perceptions. The virtual setting chosen for this study is the academic units at a premium Business school with multiple campuses in India. Ordinary Least Square (OLS) hierarchical linear regression modeling is used to analyze time-lagged study data of 373 Master of Business Administration (MBA) students. The study reports some unique aspects of newcomers' socialization in a virtual environment, and explains how and why some influential socialization factors might show varying effects if traditional physical settings are missing. Contesting the findings of previous studies, results of this study reveal that in virtual socialization process, pre-entry experience emerges as a strong predictor of accommodation for newcomers. However, dissemination of pre-entry information solely through advanced communication technologies might not produce desired results, unless complemented by face-to-face contact with peers and other stakeholders. Overall, this study offers a cumulative view of socialization in virtual settings in which early stages exert influence over later stages even after intervening variables are controlled
"Perceiving control over the exchange on peer-to-peer platforms: measurement and effects in the second-hand market"
No full textInternational audienceWhile the emergence of peer-to-peer (P2P) platforms has revolutionized the way people exchange goods, these platforms face the need to provide appealing products offered by independent providers. However, those providers have to deal with anonymous buyers, potentially hindering their perception of control over the exchange and their subsequent willingness to use the platform. Our research addresses this issue of providers' control. Because prior research uses either environment-centric or individual-centric measures of control, no accurate measure of perceived control exists. This research aims to contribute by providing a scale that-in line with control theories-differentiates among the perceptions of control that derive from individual (i.e., skills-related) and those that emerge from the environment (i.e., security-related, autonomy-related). The results of four empirical studies performed in the secondhand market provide strong empirical support for the validity of our control scale, and its ability to explain the provider's experience on the P2P platform
Influencer is the New Recommender: insights for Theorising Social Recommender Systems
No full textInternational audienc
Social preferences before and after the onset of the COVID-19 pandemic in China
No full textInternational audienceThis study compares Chinese people's trust and trustworthiness, risk attitude, and time preference before and after the onset of the COVID-19 pandemic in China. We compare the preferences of subjects in two online experiments with samples drawn from 31 provinces across mainland China before and after the onset of the pandemic. We test two competing hypotheses regarding trust and trustworthiness. On the one hand, the outbreak as a collective threat could enhance in-group cohesion and cooperation and thus increase trust and trustworthiness. On the other hand, to the extent that people expect their future income to decline, they may become more self-protective and self-controlled, and thus less trusting and trustworthy and more risk averse and patient. Comparing before and after the onset, we found that the subjects increased in trustworthiness. After the onset, trust and trustworthiness (and risk aversion and present bias too) were positively correlated with the COVID-19 prevalence rate in the provinces. Subjects with more pessimistic expectations about income change showed more risk aversion and lower discount rates, supporting the speculation concerning self-control
Strengthening Deliberation in Business: Learning From Aristotle’s Ethics of Deliberation
No full textInternational audienceDeliberation has faced criticism with regard to its application to business, on the basis that it can be misused in order to disseminate an ideology, divert attention from genuine debates, or strengthen the power of certain people. We suggest that Aristotle's notion of deliberation can mitigate these ethical risks and help companies strengthen their deliberative practices. A comprehensive perspective based on Aristotelian deliberation reveals the relevance of: (i) individual and collective deliberation, promoting a virtuous and meaningful reflection, free from ideological conditioning; (ii) deliberation on ends and means that facilitates a transcendental and rooted reflection, thereby avoiding artificial debates; and (iii) deliberation that is decisive and cooperative and thus prevents instrumentalization of deliberation by the strongest. We contribute to the discussion of the relationship between business and society by identifying the different steps in the deliberative process and promoting a dynamic perspective on deliberation
Drivers and challenges of internet of things diffusion in smart stores: A field exploration
No full textInternational audienceThe digitally disruptive environment has evolved rapidly due to the introduction of new advancements within the field of smart applications. Applications of one of the most prominent technologies, Internet of Things (IoT), often appear in the retail sector, where smart services have transformed the customer experience holistically. Presented in this paper are the findings from an exploratory field study in the retail service sector, which drew on the views of experienced practitioners about the smart store experience and the associated changes. The paper presents an overview of the drivers of smart retail service diffusion and the relevant challenges, such as the business expectations and the heterogeneity of devices. The arising themes indicate that IoT security is a major challenge for businesses installing IoT devices in their journey towards smart store transformation. The paper highlights the importance of a secure data-sharing IoT environment that respects customer privacy as the smart experience in-store offers data-driven insights and services. Implications for research and practice are discussed in terms of the customer experience relevant to the identified challenges