What motivates Hong Kong's hotel employees?

“Show me the money” is not the only message from Hong Kong's hotel employees. “Show me some respect” is also high on the list.     

What motivates employees? Workers and supervisors give different answers

Which do workers value more: interesting work or good wages? Supervisors think they know the answer, but forty years of survey results prove that they don't.     

What motivates users to hashtag on social media?

Hashtags (i.e., the # symbol) are gaining increased popularity among social media users. However, despite their intense use, little is known about their meanings. Only a few published studies have investigated fragmented aspects of hashtags and treated them as a functional means to structure content. In this study, we provide evidence that hashtags’ meanings go beyond structuring or spreading content and represent an integral element of contemporary communication via social media. In particular, this study presents a series of six empirical studies, following traditions in grounded theory and measurement theory research, to systematically assess motivations for using hashtags. The results uncover the existence of 10 different motivations for use (amusing, organizing, designing, conforming, trendgaging, bonding, inspiring, reaching, summarizing, and endorsing). In addition, we show how these motivations differ between platforms and also relate to different patterns of social media behavior. The results contribute to a better academic understanding of social media, provide managers with profound insights and can guide marketing tactics with hashtags.     

Who instigates university–industry collaborations? University scientists versus firm employees

While evidence on the causes and effects of university–industry interaction is abundant, little is known about how, and particularly by whom, such interaction is instigated in the first place and subsequently managed. In this paper, we investigate which mode of collaboration (joint research, contract research, consulting, in-licensing, or informal contacts) is more likely to be initiated and managed by firm employees versus by university scientists. Moreover, we are interested in the differences between small and large firms to see whether initiation and management are affected by firm size. Using a sample of 833 German manufacturing firms, our results indicate that university scientists typically start collaborations with industry, while firm employees would take over the management of projects. Results vary markedly between small and large firms, with university scientists having somewhat higher difficulties initiating collaborations with large firms than with small firms.     

Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the Internet?

Through Web-based consumer opinion platforms (e.g., epinions.com), the Internet enables customers to share their opinions on, and experiences with, goods and services with a multitude of other consumers; that is, to engage in electronic word-of-mouth (eWOM) communication. Drawing on findings from research on virtual communities and traditional word-of-mouth literature, a typology for motives of consumer online articulation is developed. Using an online sample of some 2,000 consumers, information on the structure and relevance of the motives of consumers’ online articulations is generated. The resulting analysis suggests that consumers’ desire for social interaction, desire for economic incentives, their concern for other consumers, and the potential to enhance their own self-worth are the primary factors leading to eWOM behavior. Further, eWOM providers can be grouped based on what motivates their behavior, suggesting that firms may need to develop different strategies for encouraging eWOM behavior among their users.     

Migration and servicification: Do immigrant employees spur firm exports of services?

Services play an increasingly important role in production, employment and international trade but are subject to substantially higher trade costs relative to manufactured goods. Knowledge of how these trade costs can be mitigated is important for facilitating trade of services. In this paper, we analyse the role of immigrant employees as facilitators of firm exports of services, a role that remains largely unexamined. We bridge the gap in existing research by drawing on new data for nearly 30,000 Swedish firms during the period 1998–2007 within a heterogeneous firm framework. The results have important policy implications. As the multilateral approach to facilitating trade is challenged and more countries are imposing measures to restrict the cross‐country mobility of people, policymakers may need to find new ways to promote exports of services. Our results indicate that immigrant employees spur firms' export of services activities: hiring one additional foreign‐born worker can increase services exports by approximately 2.5 per cent, on average, with a stronger effect found for skilled and newly arrived immigrants. Therefore, policymakers could leverage the findings of this study to implement initiatives that utilise high‐skilled immigrants to promote services exports.     

What makes a good citizen in service settings?

As service firms face intense pressure to improve service quality, contact employees have been asked to do more with less. It is important that managers understand the concept of organisational citizenship behaviours and attempt to motivate employees to exhibit such behaviours. This study developed and tested a model of how employees' perception of organisational support affects affective commitment (AC), which contributes to their citizenship behaviours in service settings. Questionnaire data from matched pairs of 318 contact employees and their supervisors demonstrated that both perceived organisational support (POS) and AC play strong, central roles in determining contact employees' exhibition of citizenship behaviours. In addition, AC was found to be an effective mediator linking contact employees' perception of organisational support to their citizenship behaviours.     

What (de) motivates customers to use AI-powered conversational agents for shopping? The extended behavioral reasoning perspective

Artificial Intelligence (AI)-powered conversational agents have become ubiquitous tools in the digital transformation of conventional customer-company interactions. Despite the widespread implementation of Artificial Intelligence (AI)-powered conversational agents, there is still a limited understanding of how customers use and resist these technologies for shopping. To address this gap, this study investigates factors that influence the usage and resistance of AI-based conversational agents for shopping using the extended behavioral reasoning theory (BRT) and partial least squares-based structural equation modeling (PLS-SEM). To test the proposed framework, this study conducted two empirical studies in South Korea. Study 1 focused on text-based chatbots with a sample of 232 participants, while Study 2 examined voice-based chatbots with a sample of 234 participants. The results of the both studies mainly supported the hypotheses driven by the extended BRT. Theoretically, this study contributes by offering a comprehensive understanding of customer motivation, attitudes, and behavioral intentions toward the use of AI-powered conversational agents in shopping. Managerially, this study provides important insights for retail managers and developers of AI-powered conversational agents for shopping. By understanding the factors that drive customer usage and resistance, managers, and developers can better design and deploy these innovative technologies to enhance the customer experience and improve business outcomes.     

How do Chinese employees react to psychological contract violation?

Psychological contract violation (PCV) is employee negative emotions aroused by employers not delivering their promises. Past studies have used Social Exchange Theory to explain the effects of PCV on employee responses specified in the EVLN (i.e., Exit, Voice, Loyalty and Neglect) model. The present study argues that Activation Theory may also be applied to explain employee responses to PCV for Chinese employees due to the specific role of emotions in Chinese culture. Both theories receive some supports in a Chinese employee sample (n = 439). Results and implications are discussed.     

Motivated or empowering antecedents to drive service innovation?

Which type of antecedents, motivated or empowering, can stimulate service innovation? We choose the empowering (team and worker empowerment) and motivated variables (creative self-efficacy and intrinsic motivation) as the four antecedents to investigate how they influence service innovation. Positive psychological capital (PPC) was chosen as a key mediator to examine whether the four antecedents have impacts on service innovation through PPC. Hierarchical linear modeling was adopted for analyses. This study provided the following findings: (a) the empowering factors have no positive effects on service innovation. (b) The motivated factors have significantly positive effects on service innovation. (c) PPC completely mediated the relationship between the empowering factors and service innovation and partially mediated the relationship between the motivated factors and service innovation. Our findings suggest that motivated factors have significantly positive influences on service innovation compared with empowering factors. We also confirm PPC as the mediating mechanism to stimulate service innovation.     

Is empowerment really a contributory factor to service quality?

This article investigates how empowerment of front-line staff affects service quality in mass and technological services. A questionnaire survey and in-depth interviews were conducted. Analysis of the questionnaire data revealed that although there was a moderate association between empowerment and service quality in mass services, the relationship was not statistically significant in technological services. The interview data explain these results and highlight important differences between mass and technological services, both in the type of staff and in the nature of tasks undertaken. Moreover, it was apparent that there were difficulties in implementing empowerment in mass services.     

Does tipping help to attract and retain better service workers?

A survey of several hundred restaurant servers in the United States found that servers’ attitudes toward working for tips and average tip sizes were weakly related (at best) to their service-orientation, intended job-tenure, and occupational-tenure. These findings suggest that tipping does not substantially help to attract and retain more service-oriented workers. Restaurateurs can eliminate tipping at their restaurants without fear that doing so will reduce the quality of their wait-staff.     

Should service firms introduce algorithmic advice to their existing customers? The moderating effect of service relationships

An increasing number of service firms are introducing algorithmic advice to their customers. In this research, we examine the introduction of such tools from a relational perspective and show that the type of relationship a customer has with a service firm moderates his or her response to algorithmic advice. Studies 1 and 2 find that customers in communal relationships are more reluctant to use algorithmic advice instead of human advice than customers in exchange relationships. Study 3 shows that offering customers algorithmic advice may harm communal relationships but not exchange relationships. Building on these findings, Studies 4, 5, and 6 examine how firms can mitigate the potentially negative relational consequences of algorithmic advice. While a fallback option that signals that customers can request additional human advice if needed is effective in preventing relational damages in communal relationships, this same intervention backfires in exchange relationships. These findings have important implications by showing that managers need to consider the relational consequences of introducing algorithmic advice to existing customers.     

Under what institutional conditions does overseas business knowledge contribute to firm performance?

We examine the extent to which the impact of the overseas business knowledge transferred by returnee entrepreneurs on firm performance is conditional on institutional factors. The findings show that informal institutional differences between the home and host countries strengthen the positive impact of overseas business knowledge on the performance of returnee-founded firms. There is a complementarity between informal institutional differences and local government policy support which jointly enhance the positive impact of overseas business knowledge. However, a well-developed local business infrastructure substitutes for the impact of informal institutional differences on the relationship between overseas business knowledge and returnee venture performance.     

Does the decision to issue public debt affect firm valuation? Russian evidence

This paper examines the association between firm valuation and the sources of debt financing. In particular, using a sample of 353 firms, we test whether the decision to issue bonds affects the firm's stock market performance in the emerging Russian markets. Our results indicate that public debt financing may have a negative effect on the firm's market valuation. After controlling for the differences in firm-specific characteristics and addressing potential endogeneity issues, we document that the firms which rely on public debt underperform relative to firms with other sources of debt financing in terms of stock market valuation.