Collection HAL Kedge Business School
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The Spread of Social Inclusion in the Maritime Industry: A Social Study
No full textInternational audienceThis paper presents a social study on the maritime port of Montreal investigating the spread of social inclusion in the maritime industry. We used both qualitative and quantitative methods, including structural equation modeling to answer the research questions. Our findings show that the spread of social inclusion was significant in the port in terms of workplace diversity and inclusion, the workplace environment, and the port’s responsibility toward society. These findings highlight specific factors that are currently being overlooked and thus require greater industry collaboration. The proposed framework also serves as a tool for a single maritime port to self-assess its current stage of sustainable development, with implications for future social-inclusion implementation strategies
Silence in the consumer experience: A conceptualization and research agenda
No full textInternational audienceDespite the pervasiveness and ambivalence of silence in consumption experiences, consumer research on silence is still scarce and draws mostly on a static and organizational perspective of the consumer experience. Drawing on the review of existing perspectives in the multidisciplinary literature, the contribution of this article is threefold: first it extends current knowledge by offering a comprehensive definition of silence and building a typology of silence experiences. Second, this article develops a framework identifying the functions of silence and highlighting the potential factors affecting its effects. Finally, this article proposes an agenda to stimulate future research on silence in view of the consumer experience
Effects of Gender Congruity in Human-Robot Service Interactions: The Moderating Role of Masculinity.
No full textInternational audienceDespite humanoid service robots having attracted considerable research attention, it remains unclear how consumers respond to some specific human characteristics of robots. Drawing from theories on social categorization and identification, we study the role of consumer perceived control as a psychological mechanism to explain how human-robot gender congruity alters consumers’ affective reactions (feelings of comfort in the service encounter and service brand attitudes). We also consider that such gender congruity effects may be contingent on the individual cultural value of masculinity. We demonstrate experimentally that human-robot gender congruity (vs. incongruity) elicits more positive affect, while masculinity moderates some of these effects. Moreover, perceived control mediates effects of gender congruity on affective reactions only for consumers high on masculinity. We offer three major theoretical contributions as we 1) focus on social identity theory to shed light on how human-robot gender congruity affects consumer behavior in service encounters, 2) demonstrate the role of perceptions of control as a psychological process variable to explain these effects, and 3) provide insights into the role of the cultural value of masculinity as a factor that shapes human-robot gender congruity effects
Customer Perceived Value: A Comprehensive Meta-analysis
No full textInternational audienceCustomer perceived value (CPV) is a cornerstone of marketing literature. However, myriad studies have generated contradictory empirical findings. In addition, though some existing literature reviews help clarify the conceptual foundations of CPV, the literature lacks a meta-analysis of empirical evidence about the CPV model and its effects. To consolidate existing research, the current meta-analysis assesses the findings of 687 articles, involving 780 independent samples and 357,247 customers. The most integrative CPV model, which includes benefits, sacrifices, and overall value, performs best. Empirical generalizations also reveal the relative weights of various benefits and sacrifices integrated into this CPV model and causal chains between CPV and different outcomes (satisfaction, word-of-mouth, and repurchase intentions). Finally, this analysis uncovers moderating effects of multiple relational contexts: nonprofit/for-profit, public/private, contractual/non-contractual, online/offline, business-to-business/business-to-consumer, and goods/services. For scholars, this article synthesizes existing findings on CPV; for managers, the results provide suggestions for ways to increase CPV. \textcopyright The Author(s) 2023
Rethinking Cross-border Mobile Payment Ecosystems: A Process Study of Platform Complementors, Network Effect Holes, Transaction Costs and Task Module Boundaries
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Do wine buyers behave differently in brick and mortar versus online stores?: .
No full textInternational audienceTo measure the extent to which wine buyers behave differently when purchasing wine online vs in two brick and mortar stores. The article aims to extend the use of the Double Jeopardy principle and empirical-based methodology to the wine category in a European retailing context
Humor usage by sellers: effects of aggressive and constructive humor types on perceptions of Machiavellianism and relational outcomes
No full textInternational audienceThe purpose of this paper is to investigate the distinct effects of aggressive and constructive humor on perceptions of Machiavellianism, relationship quality and willingness-to-switch (WTS). Design/methodology/approach The empirical analysis includes a first replication study with 138 business-to-business buyers and a second study with 175 business-to-business buyers that aims to test the theoretical model. The Process macro is used to test the study’s hypotheses. Findings Results indicate that aggressive and constructive humor types have distinct effects on relationship quality and subsequent buyers’ WTS. Specifically, and contrary to constructive humor, aggressive humor from sellers increases buyers’ perceptions of Machiavellianism, which reveals detrimental to relationship quality and subsequently increases buyers’ WTS. Research limitations/implications Although the results about the effects of humor on relationship quality were obtained from actual buyers and consistent across the two studies, they were obtained from two cross-sectional designs, which limits the causality of the effects being observed. Practical implications Sellers may benefit from getting deep understanding of how usage humor may impact their relationship with buyers. In particular, this research makes clear for sellers that as long as the type of humor that they use when dealing with a buyer is constructive, no negative outcome might emerge. However, if the humor is aggressive, then the stereotype of Machiavellianism might emerge, leading to lower relationship quality and an increase in WTS from the buyer. Originality/value While research on humor as a communication technique for sellers has increased lately, to the best of the authors’ knowledge this research is the first to examine the effects of the distinct types of aggressive and constructive humor and to provide empirical evidence for the different effects of these two types of humor. This research also contributes to the literature on stereotypes associated with sellers, by presenting insights into how the negative stereotype of Machiavellianism is prompted by the use of aggressive humor
Epistemic and institutional recognition work in changing conditions of social visibility: Anosmia's journey from the shadows to the spotlight
No full textInternational audienceThis paper explores the complex relationships between recognition, collective action, and social (in)visibility of health conditions. We trace how collective action for recognition changes as conditions of visibility shift. We investigate how the Covid-19 global pandemic thrust one health condition (anosmia) and collective efforts around its recognition from almost complete public invisibility into a sudden spotlight. We show how ‘prepared’ movement actors leveraged this sudden hypervisibility to mobilize resources and change cultural values, noting how prior ‘recognition work’ becomes a resource for new ways to advocate for their condition's recognition, toward epistemic and institutional recognition: from building a shared epistemic ground and improving relatability, toward resource distribution and finally, creating and institutionalizing new cultural values through policy change. Our findings highlight organizational efforts to mitigate community tensions and dispersions related to hypervisibility, through boundary and integration work