Do consumers care about CSR in their online reviews? An empirical analysis

This research investigates how consumers assess hotels’ corporate social responsibility (CSR) practices when writing online reviews. The study explores the CSR discourse in online reviews over a 10-year period, highlighting how CSR’s social and environmental dimensions relate to the main hospitality topics (experience, amenities, location, transactions, value). Based on a longitudinal automated text analysis covering 480,000 reviews across six European cities, the findings reveal that hotel customers have gradually begun paying more attention to CSR factors, particularly to social and environmental ones. However, the aggregate results suggest that the overall CSR consumer discourse is still very limited, although it does have important implications in terms of consumer emotions and hospitality dimensions.     

The influence of customer-to-customer interactions on elderly consumers’ satisfaction and social well-being

This study highlights the valuable role the hospitality industry can play in addressing a societal problem by studying how social interactions between elderly consumers and other customers influence the satisfaction and social well-being of the former. The data were collected from 268 elderly consumers in local coffee shops in the United Kingdom using a self-administrated questionnaire. The findings reveal that elderly customers’ interactions with other customers have a direct effect both on customer satisfaction and social well-being. They also show that social interactions with other customers have both direct and indirect effects on the social well-being of elderly customers. The study provides good evidence for how commercial hospitality settings can serve as a space for social exchange that helps to alleviate social isolation.     

The impact of Halal tourism,customer engagement on satisfaction: moderating effect of religiosity

The research aimed at finding out the relationship between Halal tourism, religiosity, customer engagement, and tourist’s satisfaction. The population of the study were Muslim tourists who visited West Sumatra, Indonesia. The data were 450 respondents, but only 393 were useable responses. It is found that Halal tourism and customer engagement have significant impacts on the tourist’s satisfaction. Religiosity is a significant moderating variable on this relationship. Thus, this study gives some contribution to tourism sector especially on Halal tourism, religiosity, and customer satisfaction.     

Process innovation capability and subsequent collaborative team performance in travel planning: a knowledge exchange platform perspective

Purpose: Backpacker tourism is flourishing in this century as the high development of Internet technology which enables travellers to search for resources they need easier. The research goal of this study was to exam how virtual skill and collective efficacy affect process innovation capability and subsequent team performance of collaborative design team in a virtual community. Design/methodology/approach: In this study, we formulated the virtual team model from the perspectives of open innovation paradigm and virtual competence, and we collected virtual community participation samples from the online communities. Invitation emails were delivered to numerous trip plan initiators in two well-known online travel communities for filling survey questionnaires for this study. In total, 3000 invitation messages were mailed, of which 373 were returned completed. The model and hypotheses were tested by structural equation modelling. Findings: Virtual competence, including collective efficacy and virtual media skill, is the essential key to facilitate process innovation capability and subsequent team performance success. Besides, knowledge sharing significantly moderates the relationship between process innovation capability and the team performance. Originality/value: Backpackers in the online travel communities have to have not only the willingness to collaborate, but also the abilities of using the correct tool to help with their tasks. When a self-efficacy gets into collective efficacy, it enables the collaborative team to develop with good virtual competencies. Accordingly, trip plan initiator and participants of a virtual team are as expertise contributors between conformity in online communities and online compulsive control tendencies.     

Using CRM to Model Firm Performance in a Business-to-Business Market

Customer relationship management (CRM) is the widely accepted approach for gathering, examining, understanding and translating information related to customers into managerial action. CRM is investigated in the context of new product performance (NPP). CRM enhances NPP as well as firm performance. This study investigates the impact of CRM on NPP through the moderation of top management support and an innovative culture, as well as the impact of CRM on firm performance through the mediation of NPP. A questionnaire survey is used for data collection from marketing managers of 159 firms in Pakistan in the B-to-B market. Hypotheses were tested using SEM in SMART PLS. This research shows that CRM directly affects firm performance, while NPP partially mediates the relationship of CRM and firm performance. These findings have significant implications for the practitioner. This study delivers insights to managers and academicians about the role of CRM in enhancing NPP and improving firm performance. In general, the study provides new insights into CRM by integrating top management support and an innovative culture. The research extends our understanding that top management support and innovative culture do not moderate the relationship of CRM with new product performance in a B-to-B context.     

校园购物网的营销策略探讨

信息时代,网络已经深深改变了传统社会中人们的生活方式和工作方式,大大提高了人们获取和传递信息的能力。在如今的大学校园,网上购物已成为了当代大学生课余生活的一大热门。校园网的高速、快捷为校园购物网站的建设提供了得天独厚的条件。如何在拥有广大消费群体和消费潜力的校园市场,开辟出一片符合大学校园的电子商务市场,建立一个基于校园网的经济、实用、高效、稳定的校园购物网站,是当前亟待解决的问题。本文通过对校园网站营销进行探讨和研究,提出了相应的营销策略,以期能对校园购物网的发展起到一定的借鉴作用。     

When gamification backfires: the impact of perceived justice on online community contributions

ABSTRACT

While online communities may enhance firm performance, they commonly fail to retain members. To address this challenge, scholars and managers call for the use of gamification. However, despite gamification’s growing use in online communities, insight into its effect on member experience and behaviours remain limited. We hypothesise that gamification affects member-perceived distributive and procedural justice. In experimental studies, we assess the impact of in-gamification perceived justice on member contributions. We find that while high in-gamification perceived procedural justice acts as a necessary prerequisite for member contributions, high distributive justice can reduce game-related uncertainty, thereby rendering gamified practices less fun, particularly for low-engaged community members that tend to value rewards. We add to the literature by (a) pinpointing the core role of perceived justice in the persistence of online communities, and (b) unveiling that high distributive justice can lead gamification to backfire in online communities by affecting member experience and contributions.     

中国邮储银行大连分行网点转型下客户服务模式创新研究

随着社会大众对金融服务的要求不断增多,银行网点转型已经成为一个必然趋势。信息时代背景下,银行网点的转型大多向智能化的方向转变,而随着网点转型,其客户服务模式也在不断创新。论文以邮储银行大连分行为例,对银行网点智能化转型的影响进行了分析,探究了邮储银行大连分行网点智能化转型存在的问题,并且提出了相关的转型建议,最后对邮储银行大连分行智能化网点转型下客户服务模式的创新情况进行了研究,希望能够在银行网点智能化转型的背景下,促进其客户服务水平的不断提升。     

Live streaming commerce from the sellers’ perspective: implications for online relationship marketing

ABSTRACT

Live streaming has recently become a popular direct selling channel which offers small, self-employed sellers unseen levels of consumer interaction and engagement. While the extant research focused on consumer motivation and intention to shop via live streaming, little is known from the seller’s perspective. Indeed, the potential advantages of live streaming commerce are accessible to everyone, but sellers experience different levels of success with this medium. Using a mixed quantitative and qualitative approach, this study analyses Facebook data of live streaming sellers to assess the nature and extent of engagement metrics, and delineate the dynamic, interactive live streaming sales process. We identify four sales approaches and twelve strategies adopted in acquiring and retaining customers. This typology of sales approach representing seller-focused antecedents is mapped against the relationship process and outcomes to provide a framework for understanding relationship mechanisms in live streaming commerce.     

Out-of-stock,sold out,or unavailable? Framing a product outage in online retailing

Terms, such as “out-of-stock,” “sold out,” and “unavailable” are commonly used by retailers to communicate a product or brand outage. Although these terms are technically equivalent, prior research on product outage and product scarcity suggest that they may be interpreted and processed differently by consumers. The present research investigated whether the manner in which a product outage was framed elicited different consumer behavioral intentions, attributions, and perceptions in the context of online retailing. Data were collected by means of an online experiment. The experiment incorporated a hypothetical scenario approach in which research participants were asked to react to a particular combination of treatment and blocking factors. Results demonstrated that ceteris paribus, framing a product or brand outage as “sold out” produces fewer negative product and website reactions than does framing it as “out-of-stock” or “unavailable.”