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Articles 1 - 30 of 82
Full-Text Articles in Marketing
Where To Now With Privacy? A Systematic Literature Review With Human–Artificial Intelligence Synthesis (Slr-Hais), Moulik M. Zaveri, Ameet Pandit, Violetta Wilk, Steven D’Alessandro
Where To Now With Privacy? A Systematic Literature Review With Human–Artificial Intelligence Synthesis (Slr-Hais), Moulik M. Zaveri, Ameet Pandit, Violetta Wilk, Steven D’Alessandro
Research outputs 2022 to 2026
Purpose – The development of digital technologies has led to changes in how consumers perceive privacy. This systematic literature review (SLR) aims to introduce human–artificial intelligence (AI) synthesis (HAIS) as a novel methodology for extending traditional SLRs. Design/methodology/approach – A comprehensive review of the privacy literature is conducted to demonstrate the efficacy of the SLR with HAIS (SLR-HAIS) approach, using 149 articles published by top marketing journals on consumer privacy. The PRISMA approach is adopted as the organizing framework. In addition, the TCCM framework is applied in conjunction with Leximancer-driven HAIS analysis, which utilizes natural language processing techinques for thematic …
From Consumer-Centric Innovation To Sustainable Restaurant Performance: A Study Of Strategic Capability Integration In An Emerging Market Context, Juliana Juliana, Ira Brunchilda Hubner, Diena M. Lemy, Arifin Djakasaputra, Ferry Jie
From Consumer-Centric Innovation To Sustainable Restaurant Performance: A Study Of Strategic Capability Integration In An Emerging Market Context, Juliana Juliana, Ira Brunchilda Hubner, Diena M. Lemy, Arifin Djakasaputra, Ferry Jie
Research outputs 2022 to 2026
Increasing pressure for innovation-driven competitiveness requires hospitality firms to integrate technological capability, market intelligence, and customer-focused innovation into coherent strategic configurations. However, prior research has largely examined these capabilities separately, limiting understanding of how their integration influences restaurant marketing performance in emerging markets. This study develops and empirically tests an integrated capability framework linking techno-resonance innovation capability, competitor orientation, consumer-centric innovation strategy, and new service development to restaurant marketing performance using survey data from 300 restaurant managers in Java and Bali, Indonesia. The results of PLS-SEM analysis indicate that techno-resonance innovation capability significantly strengthens consumer-centric innovation strategy and new service …
Understanding Customer Engagement Behavior In Virtual Try-On Services: Evidence From Indonesia, Nyoman Sri Subawa, Ni Putu Chantika Aprilia Nariswari, Made Maenita Dewi, Anak Agung Gede Wiranata, Caren Angellina Mimaki, Made Srinitha Millinia Utami
Understanding Customer Engagement Behavior In Virtual Try-On Services: Evidence From Indonesia, Nyoman Sri Subawa, Ni Putu Chantika Aprilia Nariswari, Made Maenita Dewi, Anak Agung Gede Wiranata, Caren Angellina Mimaki, Made Srinitha Millinia Utami
Research outputs 2022 to 2026
The adoption of immersive technologies, such as Virtual Try-On (VTO), has transformed how consumers evaluate products, interact digitally, and engage with brands. This study investigates the effects of experiential value, flow, perceived enjoyment, customer trust, and customer satisfaction on customer engagement behavior, within the Stimulus–Organism–Response (S–O–R) framework. Experiential value serves as the stimulus, flow and psychological states as the organism, and engagement as the response. Data were collected from 320 Indonesian e-commerce using a purposive sampling technique, targeting respondents with prior experience using Virtual Try-On (VTO) features through an online questionnaire distributed via Google Forms, and were subsequently analyzed using …
Reflection On Community-Diversified Influence Maximization In Social Networks, Jianxin Li, Taotao Cai, Ke Deng, Timos Sellis, Feng Xia
Reflection On Community-Diversified Influence Maximization In Social Networks, Jianxin Li, Taotao Cai, Ke Deng, Timos Sellis, Feng Xia
Research outputs 2022 to 2026
To celebrate the 50th Anniversary of the Information Systems Journal, we are delighted to share our research reflections on the article “Community-diversified influence maximization in social networks” published at Information Systems in 2020. Our reflections will highlight the impact of this article on the authors’ research trajectories, its influence on the broader research community, and its contributions to industry practice.
Unlocking The Intellectual Core Of Transformative Service: A Hybrid Review And Research Agenda, Pranav Nijhawan, Somnath Chakrabarti, Sanjit K. Roy
Unlocking The Intellectual Core Of Transformative Service: A Hybrid Review And Research Agenda, Pranav Nijhawan, Somnath Chakrabarti, Sanjit K. Roy
Research outputs 2022 to 2026
Purpose: Research on the Transformative Service Research (TSR) domain has proliferated in the service management literature over the past decade. The purpose of this study is to undertake a hybrid systematic literature review of TSR to trace its theoretical evolution, examine its conceptual underpinnings and propose pathways for future research. Design/methodology/approach: We identify and categorise the fundamental themes in TSR research by supplementing a systematic literature review with bibliographic coupling of 247 extracted papers. Furthermore, based on content analysis of extracted themes, we propose a comprehensive conceptual framework encompassing facilitators and unintended outcomes of transformative value creation. We used the …
Extending Social Penetration Theory To Online Brand Communities: The Impact Of Perceived Identifiability On Relational Development And Perceived Enjoyment, Stephanie Meek, Claire Lambert, Laureane Du Plessis
Extending Social Penetration Theory To Online Brand Communities: The Impact Of Perceived Identifiability On Relational Development And Perceived Enjoyment, Stephanie Meek, Claire Lambert, Laureane Du Plessis
Research outputs 2022 to 2026
Online brand communities (OBCs) rely on members forming relationships, yet many platforms normalise anonymity. Drawing on Social Penetration Theory (SPT), this study examines whether feeling recognisable to other members (perceived identifiability) shapes relational outcomes and enjoyment in consumer-initiated OBCs. Survey data from 307 members were analysed using structural equation modelling and multi-group analysis. Perceived identifiability significantly increased members’ network ties and sense of belonging but did not directly enhance perceived enjoyment. Instead, belonging mediated the link from identifiability to enjoyment, and network ties strengthened belonging, yielding a serial indirect pathway from identifiability to enjoyment. Comparing lurkers and posters showed that …
Understanding The Journey To Higher Education: Decision-Making Insights From Aboriginal And Torres Strait Islander Students, Melissa Fong-Emmerson, Claire Lambert, Braden Hill, Maria M. Ryan
Understanding The Journey To Higher Education: Decision-Making Insights From Aboriginal And Torres Strait Islander Students, Melissa Fong-Emmerson, Claire Lambert, Braden Hill, Maria M. Ryan
Research outputs 2022 to 2026
This study investigates the decision-making process of Indigenous Australian students in pursuing higher education, addressing a gap in understanding their educational choices. It identifies the key factors influencing university enrolment decisions and how these shape students’ educational pathways. Using a narrative-inquiry approach, the study explored the lived experiences of Indigenous students from two Western Australian universities. Through written autobiographies, yarning sessions and one-on-one interviews, participants shared rich, nuanced insights into their journeys to higher education. Findings reveal the pivotal role of ‘sparks’ in normalising higher education as a viable option. Students relied minimally on formal information search, depending heavily on …
Leveraging Consumer Socialisation Agents To Increase Indigenous Student Participation In Higher Education, Melissa Fong-Emmerson, Braden Hill, Claire Lambert, Maria M. Ryan, Rebekah Dougan
Leveraging Consumer Socialisation Agents To Increase Indigenous Student Participation In Higher Education, Melissa Fong-Emmerson, Braden Hill, Claire Lambert, Maria M. Ryan, Rebekah Dougan
Research outputs 2022 to 2026
Purpose – Socialisation agents, including family, peers, Elders, teachers, mass media and community networks, significantly influence students’ decisions to pursue higher education (HE). This paper aims to further explore how these agents, within the framework of consumer socialisation theory, act as influential forces at the early stages of the decision-making process, shaping perceptions and providing motivation for Indigenous students’ educational choices. Design/methodology/approach – A three-phase narrative inquiry method was used, including autobiographical accounts from students, yarning sessions with peers and one-on-one interviews. This participatory approach centred Indigenous knowledges to inform culturally responsive social marketing strategies. Findings – The study identified …
Brand Transcendence Through Brand Value Co-Creation Exchanges Within Social Media Craft Beverage Brand Communities, Violetta Wilk, Gilstrap, Darren How
Brand Transcendence Through Brand Value Co-Creation Exchanges Within Social Media Craft Beverage Brand Communities, Violetta Wilk, Gilstrap, Darren How
Research outputs 2022 to 2026
This study explores brand transcendence through brand value co-creation within social media craft beverage brand communities across Instagram and Twitter (now X). Lexical analysis explored a total of 192,330 posts and found brand transcendence evident in the interplay between user-generated content (UGC) and brand-generated content (BGC) across social media platforms, which co-created brand value through the processes of sharing virtual cues within social media craft beverage communities. This brand transcendence was enhanced through the sharing of personal experiences and unique brand moments. BGC across both platforms showcased themes of brand affinity, the importance of time in brand experiences, gratitude, and …
Challenging The Monopoly Giant: Market Challenger Premium As Competitive Advantages, Cheuk Hang Au, Chih Yuan Chou
Challenging The Monopoly Giant: Market Challenger Premium As Competitive Advantages, Cheuk Hang Au, Chih Yuan Chou
Research outputs 2022 to 2026
Market challengers frequently disrupt established incumbents with innovative ideas or novel business models. Yet, they frequently face high entry barriers and the entrenched power of incumbents. Even when challengers provide products or services better aligned with the market, competing effectively can remain difficult, particularly in monopoly-dominated sectors. This paper presents a case study of ViuTV entering Hong Kong’s monopoly-led free-to-air TV market. We identify IFH (innovation, freshness, hope) strategies for challengers to gain competitive advantage, leading to the emergence of a “market challenger premium” as a unique competitive edge. We also examine the role of customer cognitive biases and the …
Customer Participation In Service Recovery: Accounting For The Role Of Customers’ Perceived Control And Empowerment In Hotel Services, Aron O'Cass, Shahin Sharifi, Vida Siahtiri, Atefeh Saniee
Customer Participation In Service Recovery: Accounting For The Role Of Customers’ Perceived Control And Empowerment In Hotel Services, Aron O'Cass, Shahin Sharifi, Vida Siahtiri, Atefeh Saniee
Research outputs 2022 to 2026
Customer participation in service recovery is common, yet little is known about how different participation roles shape recovery evaluations. This gap is especially salient in hotels, where recovery often unfolds under time pressure and heightened emotions. We conceptualize participatory service recovery as involving two distinct customer roles: solution identification and solution implementation. Across three studies, we examine how these roles shape recovery satisfaction and whether perceived control and psychological empowerment help shape these effects. Study 1 uses the critical incident technique to identify role-specific participation behaviours and customers' interpretations of their recovery involvement. Studies 2 and 3 use scenario-based experiments …
Service Failures Under The Influence Of Ideological Polarization, Cheuk Hang Au
Service Failures Under The Influence Of Ideological Polarization, Cheuk Hang Au
Research outputs 2022 to 2026
In an era of heightened ideological polarization, characterized by intense divisions in political and social beliefs, both political and business environments face unprecedented challenges. Socio-political risks, historically explored in strategic management, have gained renewed significance as polarization amplifies their impact on business operations and consumer behavior. This paper examines Cathay Pacific as a case study to investigate how ideological polarization influences consumer reactions to service failures and controversies. Using the Belief-Action-Outcomes (BAO) framework, we analyze the interplay between polarization-driven beliefs and anti-brand actions during periods of heightened political tension in Hong Kong. Our findings offer critical insights into the role …
Persistence Of Contested Value Cocreation Practices, Kim Feddema, Kaisa Koskela-Huotari, Paul Harrigan
Persistence Of Contested Value Cocreation Practices, Kim Feddema, Kaisa Koskela-Huotari, Paul Harrigan
Research outputs 2022 to 2026
The climate crisis and other global challenges make it clear that not only are new value cocreation practices (VCPs) needed, but some current VCPs must be discontinued. Prior service literature assumes that VCPs can be disrupted by reforming the institutions that govern them. However, empirical observations show that VCPs may persist even when targeted by institutional work, and recent organizational research points to contested practices that continue to be enacted even when challenged or criticized. To understand this phenomenon in value cocreation, we conducted an embedded case study of exotic pet-keeping—a set of VCPs that continue despite intervention efforts. Our …
Sales Prediction In Omnichannel Distribution Systems Based On Consumer Behavior Using Process Mining And Arimax, Ferra Arik Tridalestari, Mustafid Mustafid, Ferry Jie, Hanung Nindito Prasetyo
Sales Prediction In Omnichannel Distribution Systems Based On Consumer Behavior Using Process Mining And Arimax, Ferra Arik Tridalestari, Mustafid Mustafid, Ferry Jie, Hanung Nindito Prasetyo
Research outputs 2022 to 2026
Omnichannel distribution integrates multiple sales channels into a single management platform to enhance customer experience. However, the complexity of consumer behavior data across channels often prevents business owners from effectively analyzing and predicting sales. This study proposes a sales prediction model in omnichannel distribution systems based on consumer behavior using a collaborative approach that integrates process mining and autoregressive integrated moving average with exogenous variables (ARIMAX). Event log data from an omnichannel service provider were used to extract consumer activity patterns, which were then analyzed through process discovery algorithms to identify dominant behavioral processes. The resulting behavioral indicators served as …
Exploring How Young Consumers Construct Identities In Socially Restrictive Societies: Managing Impressions Through Fashion Clothing, Muhammad Abid, Aron O’Cass, Hormoz Ahmadi, Vida Siahtiri
Exploring How Young Consumers Construct Identities In Socially Restrictive Societies: Managing Impressions Through Fashion Clothing, Muhammad Abid, Aron O’Cass, Hormoz Ahmadi, Vida Siahtiri
Research outputs 2022 to 2026
In many societies, fashion serves as a medium of self-expression and a site of social regulation, where sartorial decisions can expose consumers to social censure and physical risk. Consequently, consumers must navigate the tension between adhering to local norms and participating in global fashion cultures. This study draws on impression management theory to examine how young consumers in a socially restrictive society use fashion as a means of identity expression while mitigating potential social risks. It uses data from in-depth interviews (n = 40) and open-ended surveys (n = 150) with consumers aged 18 to 35 years, analysed using an …
Determinants Of Consumers' Mobile Network Continuance Intention: The Mediating Effects Of Cognitive And Affective Inertia, Fazlul Hoque, Pi Shen Seet, Stephanie Meek, Saalem Sadeque
Determinants Of Consumers' Mobile Network Continuance Intention: The Mediating Effects Of Cognitive And Affective Inertia, Fazlul Hoque, Pi Shen Seet, Stephanie Meek, Saalem Sadeque
Research outputs 2022 to 2026
Despite extensive research on customer continuance intention, few studies have explored the mediating roles of cognitive and affective inertia in shaping continuance intention, particularly in emerging markets. We address this gap in an empirical study, grounded in the SOR (Stimulus-Organism-Response) framework, that investigates how trust, satisfaction, and switching barriers influence mobile network users' continuance intention, with cognitive and affective inertia as mediators. Using Partial Least Squares Structural Equation Modelling (PLS-SEM), we analyzed primary data from 407 mobile phone users in Bangladesh, an emerging economy. The findings indicate that trust, satisfaction, and switching barriers have a significant influence on continuance intention. …
How Emotions In Online Reviews Affect Movie Sales: Evidence From Hollywood, Rahat Ullah, Muhammad Aftab Alam, Atya Zeb
How Emotions In Online Reviews Affect Movie Sales: Evidence From Hollywood, Rahat Ullah, Muhammad Aftab Alam, Atya Zeb
Research outputs 2022 to 2026
Movies evoke strong human emotions that resonate in the content of online reviews, known as electronic word of mouth (eWOM). Existing literature suggests that positive content enhances, and negative content reduces movie sales, with negative content having a stronger effect. We demonstrate that there is a limit to the negative emotional content's impact on sales, beyond which it boosts sales. We extract positive and negative emotional content from 80 Hollywood movie reviews (N = 23,046) and empirically examine their influence on movie sales. Results indicate that for high eWOM volume, the effect of positive content increases progressively, while negative content …
Brand Loyalty And Repurchase Intention In The Face Of Opportunistic Recalls: The Moderating Role Of Perceived Dialogical Csr Communication, Shahid Hussain, Pi Shen Seet, Asim Qazi, Abdul Salam, Saalem Sadeque, Sanaullah Shar
Brand Loyalty And Repurchase Intention In The Face Of Opportunistic Recalls: The Moderating Role Of Perceived Dialogical Csr Communication, Shahid Hussain, Pi Shen Seet, Asim Qazi, Abdul Salam, Saalem Sadeque, Sanaullah Shar
Research outputs 2022 to 2026
Product recalls, particularly when perceived as opportunistic, can trigger severe consumer backlash, undermining brand loyalty and escalating protest behaviors that threaten long-term consumer-brand relationships. This study integrates expectancy violation theory and situational crisis communication theory to understand the implications of opportunistic recalls for brand loyalty and repurchase intention. A survey with 425 responses from car owners in the United States was analyzed using partial least squares structural equation modelling (PLS-SEM). It found that opportunistic recalls significantly exacerbate negative brand personality and directly influence protest behavior and brand loyalty. A counterintuitive finding emerges with protest behavior positively impacting brand loyalty, an …
What Do Consumers Prioritise When Selecting Climate-Affected Produce And What Trumps Empathy Towards Farmers?, Liudmila Tarabashkina, Rajesh Rajaguru, Kenneth Kaysan Khayr (Fu Xian) Ho
What Do Consumers Prioritise When Selecting Climate-Affected Produce And What Trumps Empathy Towards Farmers?, Liudmila Tarabashkina, Rajesh Rajaguru, Kenneth Kaysan Khayr (Fu Xian) Ho
Research outputs 2022 to 2026
Despite the prevalence of extreme weather events (e.g., droughts), little is known about factors that would prompt consumer to choose climate-affected (suboptimal) produce over climate-unaffected (“normal”) food, and how much they would pay for it. This study has examined if empathy towards farmers: 1) outweighs the importance of the intrinsic attributes typically affected by extreme weather events (aesthetic look, taste, firmness, and size), and 2) enhances the effectiveness of extrinsic attributes controlled by marketers (price, retail setting, resilience marketing message). Two discrete choice experiments were carried out – one with a sample of Australian students (Study 1, N = 358) …
Do Pro-Environmental Factors Lead To Customers’ Purchase Intention Of Home Energy Management System? The Moderating Effects Of Energy-Efficient Habits, Maryam Zidehsaraei, Minoo Zidehsaraei, Kourosh Esfandiar
Do Pro-Environmental Factors Lead To Customers’ Purchase Intention Of Home Energy Management System? The Moderating Effects Of Energy-Efficient Habits, Maryam Zidehsaraei, Minoo Zidehsaraei, Kourosh Esfandiar
Research outputs 2022 to 2026
Environmental challenges, encompassing climate change and global warming, compel consumers to alter their consumption habits. Although there has been a notable surge in consumer awareness regarding pro-environmental practices, especially concerning home energy, there remains a lack of comprehensive research exploring the factors affecting consumers’ willingness to adopt or invest in home energy management system (HEMS) technology. Notably, there have been no studies focused on the factors influencing HEMS purchase intentions (PI) in the Iranian context. Grounded in the theory of planned behavior (TPB) and the norm activation model, this research delves into the PI of Iranian households regarding HEMS, categorizing …
Ai-Capable Relationship Marketing: Shaping The Future Of Customer Relationships, Sanjit K. Roy, Ali N. Tehrani, Ameet Pandit, Chrysostomos Apostolidis, Subhasis Ray
Ai-Capable Relationship Marketing: Shaping The Future Of Customer Relationships, Sanjit K. Roy, Ali N. Tehrani, Ameet Pandit, Chrysostomos Apostolidis, Subhasis Ray
Research outputs 2022 to 2026
This study explores the interlinkages between artificial intelligence (AI), dynamic capabilities, and relationship marketing (RM) outcomes. Drawing upon insights from dynamic capabilities and RM theory, this study delineates the strategies and initiatives organizations can adopt using machine learning (ML) and AI to enhance their adaptability to changing market dynamics and customer preferences, in order to develop and maintain stronger relationships with their customers. Based on qualitative data from 67 interviews with managers in different organizations in India, this study contributes to existing theoretical knowledge and managerial practices, as it proposes a comprehensive research framework that demonstrates how AI technologies can …
The Effect Of Perceived Brand Betrayal On Brand Hate, Avoidance-Like And Attack-Like Strategies: A Comparative Study Of Customers With/Without Past Negative Experiences, Nasrin Rasouli, S. Mostafa Rasoolimanesh, Mohammad Alimohammadirokni, Ayatollah Momayez
The Effect Of Perceived Brand Betrayal On Brand Hate, Avoidance-Like And Attack-Like Strategies: A Comparative Study Of Customers With/Without Past Negative Experiences, Nasrin Rasouli, S. Mostafa Rasoolimanesh, Mohammad Alimohammadirokni, Ayatollah Momayez
Research outputs 2022 to 2026
This study explores the impact of perceived brand betrayal on two types of brand hate and their subsequent effects on consumer behavioral responses. It also investigates how these relationships vary between customers with/without past negative experiences. Data about luxury hotels were obtained using an online survey in Iran. Partial least squares structural equation modeling was used for data analysis. The findings indicate that perceived betrayal positively influences passive and active brand hate, leading to negative behavioral responses. Moreover, a significant difference was found between the two groups of customers with/without past negative experiences regarding the effect of perceived betrayal on …
Examining Consumer Adoption Of Social Commerce: An Extended Meta-Utaut Model, Prianka Sarker, Laurie Hughes, Tegwen Malik, Yogesh K. Dwivedi
Examining Consumer Adoption Of Social Commerce: An Extended Meta-Utaut Model, Prianka Sarker, Laurie Hughes, Tegwen Malik, Yogesh K. Dwivedi
Research outputs 2022 to 2026
Social commerce has evolved into a mainstream channel for marketers and businesses for selling products online. However, consumers in many developing economies have yet to fully adopt social commerce technology. This research, therefore, aims to develop and empirically validate a conceptual model for understanding the factors influencing consumer adoption of social commerce in Bangladesh using an adapted and extended version of the Meta-UTAUT model. Analysis was undertaken to determine the appropriateness of external constructs such as trust, social support, anxiety, grievance redressal, innovativeness, and continuous participation intention. This research collected data from 402 social commerce users from Bangladesh to test …
The Influence Of Peer-To-Peer Accommodation Platforms’ Green Marketing On Consumers’ Pro-Environmental Behavioural Intention, Songshan (Sam) Huang, Xuequn Wang, Hua Qu
The Influence Of Peer-To-Peer Accommodation Platforms’ Green Marketing On Consumers’ Pro-Environmental Behavioural Intention, Songshan (Sam) Huang, Xuequn Wang, Hua Qu
Research outputs 2022 to 2026
Purpose: This study aims to examine the impact of peer-to-peer (P2P) accommodation platforms’ green marketing on consumers’ pro-environmental behavioural intention through the mediation of consumer trust and engagement, following the social influence theory and the stimulus–organism–response model. Design/methodology/approach: A questionnaire survey was designed to collect data from American P2P accommodation consumers. Data collection was conducted through an outsourced survey company. Partial least squares structural equation modelling was used to analyse the data. Findings: The study reveals that P2P accommodation platforms’ green marketing orientation was positively associated with consumer trust in the platform and consumer engagement with the platform. Both consumer …
Blurred Vision: Understanding Barriers To Initiating Collaborative Market Driving, Kim Feddema, Daniel Schepis, Liudmila Tarabashkina, Sharon Purchase
Blurred Vision: Understanding Barriers To Initiating Collaborative Market Driving, Kim Feddema, Daniel Schepis, Liudmila Tarabashkina, Sharon Purchase
Research outputs 2022 to 2026
Purpose: This paper aims to examine why many producers of origin-bound products struggle to collectively drive increases in market value, despite shared interests. The authors apply a collaborative market driving (CMD) lens to the early stages of collective efforts, to identify the key motivators, visioning processes and explore why CMD can fail to initiate. Design/methodology/approach: The authors present a qualitative case study of the Western Australian monofloral honey industry. Data includes 64 producers’ and distributors’ online content and 30 interviews with stakeholders. Leximancer was used to map marketing communications, and participant narratives were thematically analysed using terroir and authenticity frameworks. …
Determinants Of Customers’ Variety Seeking Intentions On Mobile Food Ordering Applications, Chandrasekaran Padmavathy, Seon Jeong Ally Lee, Murugan Pattusamy, Sanjit K. Roy
Determinants Of Customers’ Variety Seeking Intentions On Mobile Food Ordering Applications, Chandrasekaran Padmavathy, Seon Jeong Ally Lee, Murugan Pattusamy, Sanjit K. Roy
Research outputs 2022 to 2026
Mobile Food Ordering Applications (MFOAs) have gained prominence in the hospitality sector, particularly post-COVID-19, reflecting customers’ preference for digital food ordering. Despite this, there remains ample opportunity for substantial research in this evolving domain. This study examines the impact of technological, psychological, and economic factors on customers’ variety seeking intentions, by utilising the Elaboration Likelihood Model (ELM). Drawing on a sample of 979 customers from India, results show that deal proneness, personalised product recommendations, online ratings, and delivery timeliness show mixed effects on variety seeking intentions. The results also show that perceived convenience acts as a mediator between central and …
Navigating Technological Disruptions: The Interplay Of Ai-Based Stakeholder Engagement, Marketing Agility, And Firm Performance, Ali N. Tehrani, Sanjit K. Roy
Navigating Technological Disruptions: The Interplay Of Ai-Based Stakeholder Engagement, Marketing Agility, And Firm Performance, Ali N. Tehrani, Sanjit K. Roy
Research outputs 2022 to 2026
Purpose – This study aims to examine how artificial intelligence (AI)-based stakeholder engagement can enhance marketing agility and improve firm performance, particularly in environments with high technological turbulence. Design/methodology/approach – Data were collected through a survey of 335 companies across diverse industries in Australia, using validated scales for AI-based stakeholder engagement, marketing agility, firm performance and technology turbulence. Partial least squares structural equation modelling was used to analyse the data. Findings – The results indicate that engaging stakeholders through AI technologies positively influences marketing agility, which in turn enhances firm performance. These effects are amplified in conditions of high technology …
Discretionary Tone In Reward-Based Crowdfunding: Do Project Owners Talk Their Way To Success?, Douglas Cumming, Yihui Lan, Yuan George Shan, Junru Zhang
Discretionary Tone In Reward-Based Crowdfunding: Do Project Owners Talk Their Way To Success?, Douglas Cumming, Yihui Lan, Yuan George Shan, Junru Zhang
Research outputs 2022 to 2026
This study examines the relationship between abnormal tone and project performance of reward-based crowdfunding (RBC) using the Kickstarter data from 2009 to 2020. We document a negative relationship between abnormal tone and the success of a project in the RBC campaign section, while a positive impact in the Risks and Challenges section. This outcome remains robust to a variety of sensitivity tests and after accounting for potential endogeneity concerns. Cross-sectional analyses reveal that the effect of abnormal tone in RBC on project success is contingent on project quality and legal jurisdiction. Further investigation of the concurrent effect of abnormal tone …
Identifying The Metaverse Value Recipe(S) Affecting Customer Engagement And Well-Being In Retailing, Gaganpreet Singh, Sanjit K. Roy, Chrysostomos Apostolidis, Mohammed Quaddus, Saalem Sadeque
Identifying The Metaverse Value Recipe(S) Affecting Customer Engagement And Well-Being In Retailing, Gaganpreet Singh, Sanjit K. Roy, Chrysostomos Apostolidis, Mohammed Quaddus, Saalem Sadeque
Research outputs 2022 to 2026
Following the increasing interest of retailers in engaging with their consumers using digital channels and platforms, this study uses affordance theory and Leroi-Werelds' value typologies as a theoretical lens to identify recipes (i.e., combinations) of positive and negative affordances that facilitate or impede their interactions with the metaverse in the retail context. More specifically, the study aims to unveil the complex interplay between different value dimensions influencing customer engagement in the metaverse and their impact on customers' well-being. Fuzzy-set qualitative comparative analysis (fsQCA) was used to analyse data from Australian consumers. This research deviates from earlier studies that have focused …
Unveiling The Charisma Of Artificial Intelligence: How Voice Assistants Captivate Users And Emotionally Influence User Experience, Bibaswan Basu, Sanjit K. Roy, Chrysostomos Apostolidis
Unveiling The Charisma Of Artificial Intelligence: How Voice Assistants Captivate Users And Emotionally Influence User Experience, Bibaswan Basu, Sanjit K. Roy, Chrysostomos Apostolidis
Research outputs 2022 to 2026
Although studies have explored user experience (UX) with artificial intelligence (AI)-powered voice assistants (VAs), the cognitive, psychological, and emotional factors affecting user engagement and experience with VAs have yet to be investigated in depth. Drawing on cognitive absorption and broaden-and-build theories, this study investigates how VAs captivate users, enhance positive emotions, and influence the overall UX. To address these questions, we conduct three types of analyses—exploratory, confirmatory, and configurational—utilizing data from 125,600 user reviews on a popular VA platform (Google Assistant) from 2017 to 2024. First, we employ bidirectional encoder representations from the transformers (BERT)topic modeling to unearth relevant cognitive …