Public system usability analysis for the valuation of cognitive burden and interface standardization: A case study of cross-ATM design

Humans are unable to effectively handle machines that have poor interface and interaction patterns. The Automated Teller Machine (ATM) is one of the machines that is most frequently operated by a wide spectrum of people. Hence, it is common to apply Human–Computer Interaction (HCI) technology in the design of ATMs. User–ATM interaction, however, has barriers such as a user’s working memory limit, lower literacy level, or lack of awareness and access. Moreover, the diversity of interfaces hurt user motivation, perception, and experience significantly. For example, each bank has its own ATM design targeting its customers only and, thus, when clients of other banks come across such a machine, they suffer from cognitive burden and commit many errors. To this end, we conduct an analytical survey of ATMs used in Pakistan through user analysis and heuristics analysis. We figure out the influence of design diversity and user perception on ATM users’ cognitive stress with the cognitive walkthrough analysis on the survey. We also uncover a realism-usability gap by reviewing the sampled ATM screens from the viewpoint of HCI heuristics. Finally, we suggest the guidelines on the cross-ATM design, characterized by the standardized fast-cash menu and the fail-safe mechanism for novices. This study demonstrates that users are reluctant to switch out of their comfort zones, due to learning costs and a lack of motivation. Therefore, we should design public systems in a very standardized way, which becomes more crucial for a user’s cognitive relief as interface and design patterns are becoming more diverse in our daily lives.     

Customer Interaction Management Capabilities on the Micro-Retail Fashion in Indonesia

This article aims to investigate and examine Customer Interaction Management Capabilities (CIMaC) as mediator in the relation of Market Intelligence Quality (MIQ) and Customer-Centric Commitment (CCC) with New Product Performance (NPP). A Structural Equation Model (SEM) is used to test the empirical research design, using the data retrieved from micro-retail owners in Central Java, Indonesia. A Confirmatory Factor Model is used to test the multi-dimensionality of a theoretical construct (construct validity test). The findings show that only MIQ influences NPP, while CCC does not. However, CIMaC genuinely mediate the relationship between MIQ and CCC with NPP. By investigating the literature of various market learning, CRM, NPD, and entrepreneurship, this study offers a unique analysis about the market intelligence quality, customer-centric commitment and its impacts on customer interaction management capability, and the new product performance. Conceptual discussion and empiric results explore the previous research about market orientation culture on micro businesses.     

Using verbal attention to enhance restaurant customer satisfaction and behavior

Managing and developing positive customer relationships is a critical factor in the success of a restaurant. In this study, waitresses either asked customers about their satisfaction with the food or service before proposing tea or coffee, or they directly proposed coffee or tea without asking about satisfaction. It was found that the number of customers who ordered coffee/tea was significantly higher when the waitress asked the customers about their satisfaction. The theoretical and practical interest of studying the effect of verbal communication toward customers is discussed.     

Consumer engagement with brands on social network sites: A cross-cultural comparison of China and the USA

To advance theoretical understanding of consumer engagement on social media, this cross-cultural study evaluates how culture influences consumers’ engagement levels and activities on brand pages of social network sites. It further evaluates the underlying motivations and engagement mechanisms in two culturally distinct countries, China and the USA. Specifically, social media dependency, parasocial interaction, and community identification are examined as the key antecedents of consumer-brand engagement. The results confirm the effects of the proposed antecedents and reveal both cultural differences and similarities between Chinese and American consumers’ engagement with brand pages on social network sites.     

互动导向对企业产品创新绩效的影响研究——基于知识协同的中介作用

本文选取245个有效样本，采用结构方程模型分析和回归分析等方法来探索互动导向对企业产品创新绩效的影响，并探讨知识协同的中介作用。研究结果表明：互动导向的3个维度（互动承诺、互动能力和互动关系）均对产品创新绩效具有显著的正向影响，且知识协同在互动承诺、互动能力和互动关系与产品创新绩效的关系中起中介作用。     

Proximity and animal welfare in the context of tourist interactions with habituated dolphins

The long-term sustainability of wildlife tourism depends on integrating visitor demands with resource management, requiring an understanding of tourist motivation. Managing the conflict between access to the animals and welfare, however, may diminish the experience for tourists. This paper identifies trade-offs tourists are willing to make between access and animal welfare, associated with feeding habituated bottlenose dolphins (Tursiops sp.) in Monkey Mia, Western Australia. Using a choice modelling technique, we were able to determine monetary values of visitor experiences. Compared to the current guaranteed interaction with dolphins (and a daily resort entrance fee), respondents were willing to pay significantly higher hypothetical entrance fees to avoid a decrease in proximity to, or probability of, the dolphin interaction. However, negative impacts on dolphin welfare had a negative impact on visitor utility. Over 80% of visitors (n = 244) accepted management regulations resulting in decreased time with and proximity to dolphins, if those addressed welfare concerns and were communicated clearly. Thus, while visitors placed the greatest value on the proximity and predictability, they were willing to trade off these aspects if they improved dolphin welfare. We provide management suggestions based on these results.     

KIBS企业—顾客交互创新中知识整合的权变机制

引入过程互依性和项目不确定性,探讨了KIBS企业-顾客交互创新中知识整合的权变机制。基于338份服务创新项目问卷数据进行实证研究,结果显示:在KIBS企业-顾客交互四要素中,除规则正式化负向影响外部知识整合以外,决策集体化、资源共享和任务协作均正向影响内、外部知识整合;过程互依性增强了规则正式化、决策集体化和任务协作对内部知识整合的影响,但对资源共享与内部知识整合间关系的调节作用不显著;项目不确定性增强了规则正式化、资源共享和任务协作对外部知识整合的影响,但对决策集体化与外部知识整合间关系的调节作用不显著。     

The emergence of home-based accommodations in Iran: A study of self-organization

This paper examines the Iranian home-based accommodation sector using the theory of self-organization. With the aim of identifying the sector's organizing principles, interviews were conducted with the accommodation operators, providing 117 statements which were linked based on their key ideas and/or words. Using UCINET6, a network diagram of five organizing principles were identified: collective identity, balanced legitimacy, local embeddedness, mindful market, and networked finance. While the combination of these organizing principles is interpreted within the Iranian context, broad assumptions can be inferred. It is speculated that a collective aiming to organize itself needs to be considerate of its interactions with members of the collective, the authoritative body, the local community, the market, and capital. Additionally, each separate organizing principle might have relevance for small businesses in various industries. The study contributes to the commercial home and home-based accommodation literature while also providing insights into tourism development in Iran. Furthermore, the method used to identify organizing principles is considered novel and can be used with other collectives.     

社会交往、旅游情境对旅游需求的影响研究--基于春节“黄金周”的实证分析

以往关于消费者需求行为的研究多基于传统经济学框架的设定展开，认为影响消费者旅游需求的主要因素包含收入、目的地吸引力、交通等，普遍忽视了消费过程中的社会交往和具体情境。文章在理论分析的基础上，提出了若干命题，将消费者收入、社会交往和旅游情境等因素纳入旅游消费者需求的模型中，提出了若干研究命题。依据2014年春节“黄金周”旅游需求调研数据，采用排序选择模型验证了相关命题的正确性。计量结果表明，个人经济因素对我国消费者春节“黄金周”旅游需求影响较小，家庭结构、同伴等社会交往因素是影响其旅游需求的重要因素；我国消费者对于春节“黄金周”出游过程中遭遇的拥堵、旅游市场混乱等旅游情境问题具有一定的容忍度，但是，严重供需失衡导致的旅游情境问题依然对其旅游需求产生了显著的影响。     

Using choice experiments to value catchment and estuary health in Tasmania with individual preference heterogeneity*

Choice experiments (CE) have become widespread as an approach to environmental valuation in both Australia and overseas. However, there are few valuation studies that have addressed natural resource management (NRM) changes in Tasmania. Furthermore, few studies have focussed on the estimation of estuary values. The CE study described in this paper aims to analyse community preferences for NRM options in the George catchment, Tasmania. Catchment health attributes were: the length of native riverside vegetation; the number of rare native animal and plant species in the George catchment; and area of healthy seagrass beds in the Georges Bay, which was used as a measure of estuary condition. Mixed logit models with interactions between socio‐economic variables and the choice attributes were estimated to account for systematic and random taste heterogeneity across respondents. Results reveal considerable variation in preferences towards the attributes and show that value estimates are significantly impacted by the way in which we account for preference heterogeneity. Preference heterogeneity thus needs to be considered when estimating community willingness‐to‐pay for environmental changes. This study further shows little responsiveness to the presented changes in estuary seagrass area.