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PurposeBuilding on the three-factor theory, this study aims to unravel how the role of hotel attributes such as basic, excitement and performance factors could differ in accordance with different hotel star ratings and distinct customer segments.Design/methodology/approachThis study explores the asymmetric effects of hotel attributes on customer satisfaction by extracting 412,784 consumer-generated reviews from TripAdvisor across different cities in China.FindingsBy taking into account the origins of customers and hotel star ratings, the study uncovers that guests’ expectations of hotel performance differ with respect to their origins (domestic and international guests) and the star ratings of the hotels being reviewed, thereby moderating the asymmetric impact of hotel attributes on customer satisfaction.Research limitations/implicationsThe study compares and contrasts the determinants of customer satisfaction for domestic and international guests in the context of Chinese hotels. Care should still be exercised when generalizing the insights gleaned from this study to other contexts.Practical implicationsThe findings from this study translate into actionable guidelines for hotel operators to make informed decisions regarding service improvement.Originality/valueThe study extends previous work by offering a deeper understanding of the asymmetric impact of hotel attributes on customer satisfaction. Specifically, this study provides a deep understanding of the different hotel attributes such as basic, performance and excitement factors in explaining customer satisfaction among different hotel customer segments. Findings from this study can not only inform hotel operators on the significance of various hotel attributes in determining customer satisfaction but also guide the formulation of business strategies to retain customers by inducing delight and not frustration.

Artificial intelligence in programmatic advertising constitutes fertile grounds for marketing communication with tremendous opportunities. Yet, despite its touted benefits, contemporary implementations of programmatic advertising do not harness self-generative technologies so much so that different consumers are exposed to identical content. Consequently, we advance a smart generation system of personalized advertising copy (SGS-PAC) that can automatically personalize advertising content to align with the needs of individual consumers. Analytical results from a user experiment involving about 80 subjects underscore that personalized advertising copies generated by SGS-PAC can bolster click rate in online advertising platforms. Findings from this study bear significant implications for the application of artificial intelligence in online advertising.

PurposeArtificial intelligence (AI) has gained significant momentum in recent years. Among AI-infused systems, one prominent application is context-aware systems. Although the fusion of AI and context awareness has given birth to personalized and timely AI-powered context-aware systems, several challenges still remain. Given the “black box” nature of AI, the authors propose that human–AI collaboration is essential for AI-powered context-aware services to eliminate uncertainty and evolve. To this end, this study aims to advance a research agenda for facilitators and outcomes of human–AI collaboration in AI-powered context-aware services.Design/methodology/approachSynthesizing the extant literature on AI and context awareness, the authors advance a theoretical framework that not only differentiates among the three phases of AI-powered context-aware services (i.e. context acquisition, context interpretation and context application) but also outlines plausible research directions for each stage.FindingsThe authors delve into the role of human–AI collaboration and derive future research questions from two directions, namely, the effects of AI-powered context-aware services design on human–AI collaboration and the impact of human–AI collaboration.Originality/valueThis study contributes to the extant literature by identifying knowledge gaps in human–AI collaboration for AI-powered context-aware services and putting forth research directions accordingly. In turn, their proposed framework yields actionable guidance for AI-powered context-aware service designers and practitioners.

PurposeThe concept of open innovation has captured the attention of both academics and practitioners alike. However, there is a dearth of research on how innovations can be diffused within open innovation ecosystems, a critical condition for the sustainability of such ecosystems. In this regard, the study advances a research agenda for guiding future inquiries into innovation diffusion within open innovation ecosystems.Design/methodology/approachBased on a systematic review of the extant literature on open innovation, this article identifies knowledge gaps in innovation diffusion, along with recommendations for bridging these gaps in the future. The study advocates that future research should consider not only innovation generation processes, but also innovation diffusion processes, especially in light of the growing application of open innovation in the context of digital goods and services.FindingsSubscribing to an evolutionary view of innovation diffusion, the article draws on a five-phase framework – knowledge, persuasion, decision, implementation, and confirmation – to illustrate the roles played by three distinct yet interconnected parties (i.e. platforms, complementors, and individuals) within open innovation ecosystems as well as the research opportunities it brings.Originality/valueThe article examines the critical, yet underexplored role of innovation diffusion in sustaining open innovation ecosystems and outlines potential research avenues that can contribute to growing the understanding of the innovation diffusion process.

PurposeThis study examines the impact of response time on user experience for mobile applications and considers the moderating influence of gender and network environment on this relationship.Design/methodology/approachAn experiment was conducted with 50 young adults to evaluate their user experience of a mobile application that simulates variations in network environment and response time. User experience was evaluated based on the three constituent dimensions of tolerance, acceptance, and satisfaction.FindingsAnalytical results demonstrate that response time not only adversely affects user experience of mobile applications, but that this effect is not homogeneous across the three dimensions of tolerance, acceptance and satisfaction. The findings also illustrate that gender moderates the effect of response time on user experience, however, the negative influence is more salient for males than females, which is opposite to our hypothesis. The joint moderating influence of gender and network environment turned out to be partly significant.Practical implicationsBy illuminating users' tolerance, acceptance, and satisfaction with varied response times, findings from this study can inform the design of mobile applications such that desired levels of user experience can be assured with minimum resources.Originality/valueAlthough response time has been hailed as a key determinant of user experience for desktop applications, there is a paucity of studies that have investigated the impact of response time on user experience for mobile applications. Furthermore, prior research on response time neglects the multi-dimensional nature of user experience. This study bridges the above mentioned knowledge gaps by delineating user experience into its constituent dimensions and clarifying the effects of response time on each of these dimensions.

Purpose Contemporary focus on infections and deaths in the event of pandemics may distract health institutions and medical practitioners from the psychosocial consequences of the outbreak in individuals. In light of the devastation, persistency and scarcity of pandemics, it is imperative to delve into individuals' psychological state and self-preservation instincts when confronted with the environmental danger arising from pandemic conditions and the environmental restrictions being imposed.Design/methodology/approach Guided by the self-preservation theory, the authors advance a research model to elucidate the moderated mediation effect of secondary traumatic stress on an individual's reactions when faced with environmental danger and restriction. The authors also consider the moderating influence of environmental restriction and media use diversity. The authors subsequently validated the research model via a survey with 2,016 respondents in China. The authors employed PLS-SEM to analyze the data and assess the hypothesized paths.Findings Analytical results revealed that secondary traumatic stress fully mediated the impact of environmental danger on external reliance but suppresses the mediating effects on internal reliance. The authors further confirmed that environmental restriction moderated the relationship between environmental danger and reliance. Furthermore, the authors attest to the moderating influence of media use diversity on the relationship between secondary traumatic stress and external reliance.Originality/value This study not only extends the theoretical lens of self-preservation to public health emergencies but also yields practical guidelines for coping with pandemics. Insights from this study can be harnessed to aid populations worldwide in coping and recovering from pandemics.

PurposeResearch on electric sports (eSports) has experienced significant growth in recent years as a consequence of increasing connectivity, institutionalization, and technological advances. However, the interdisciplinary nature of the eSports as a field and the burgeoning growth in eSports articles have rendered it necessary to conduct a systematic review of extant literature to take stock of the knowledge accumulated. To this end, we aim to undertake a comprehensive review of extant literature that takes stock of published research to derive opportunities for future research in the realm of eSports. In so doing, we contribute to the advancement of the field by mapping out the knowledge trajectory of eSports research and elucidating areas that have remained underexplored thus far.Design/methodology/approachTo conduct systematic review of the eSports literature, we employed a framework that included six essential steps: protocol, search, appraisal, synthesis, analysis, and report. This comprehensive approach enables us to meticulously investigate the existing body of literature on eSports and identify key trends and topics addressed within the field. By conducting the multidisciplinary systematic literature review, we thoroughly assess the current state of eSports literature and subsequently outline potential research avenues that can contribute to eSports fields.FindingsThis study draws on a six-phase framework – member preparation, team formation, character selection, team coordination, team performance, and team reflection – to illustrate the roles played by different levels of analysis unit (i.e. characters, players, and teams) and three distinct yet interconnected stages (i.e. inputs, process, and outputs) within eSports games as well as the research opportunities it brings.Originality/valueWe conducted a rigorous systematic review of the eSports literature by using quantitative citation analysis and qualitative content analysis. Furthermore, we adopted team dynamic view of eSports to identify potential research avenues for future research that contribute to advancing our understanding of the eSports tournaments.

Co-consumption sharing economy platforms digitally connect strangers for mutually beneficial co-consumption of services, such as ride sharing or home sharing. In addition to efficiency gains, this is particularly relevant for the sustainable use of resources. While digital platforms have become efficient at building trust in third-party providers, co-consumption service experiences require rapport between individuals—an intersubjective fit between a client and a provider that cannot be ensured in advance by guarantees or ratings. Little is known about the role of uncertainty concerning rapport when brokering co-consumption services and how platform design can cater to users’ need for rapport. This study therefore introduces rapport uncertainty as a two-dimensional construct consisting of interaction uncertainty and connection uncertainty and draws on the service literature to derive a research model that captures the role of design features in mitigating rapport uncertainty. Our experimental study reveals that rapport uncertainty is a key determinant of platform use beyond technical and environmental uncertainties and demonstrates how platform design can reduce rapport uncertainty and facilitate transactions in co-consumption environments.

PurposePeer-to-Peer Accommodation Service (P2PAS) has emerged as a novel paradigm that enables consumers to book temporary accommodation through P2PAS platforms (online transaction), and then reside in hosts' rooms (offline consumption). Due to potential variance in performance and conflict of interest between hosts and platforms, consumers may differ in their trust perceptions of the two parties, which in turn affects consumers' continuous usage of P2PAS. To this end, the authors endeavor to unravel the effect of consumers' trust incongruence on continuance intention, and to further elucidate the moderating influence of transaction and consumption risks on this relationship. This paper aims to discuss the aforementioned objectives.Design/methodology/approachThis study collected data through an online survey of 408 P2PAS consumers. Polynomial modeling and response surface analysis were conducted to validate the hypothesized relationships.FindingsResponse surface analysis reveals that trust incongruence did not significantly affect consumers' continuance intention. However, continuance intention would be greater when TP was higher than TH compared with when TH was higher than TP. Furthermore, the analytical results suggest that trust incongruence exerts greater negative effect on continuance intention when transaction and consumption risks were high.Originality/valueFirst, the study marks a paradigm shift in conceptualizing the incongruence between TP and TH as a determinant of consumers' continuance intention toward P2PAS. Second, the authors derive a typology of risks that is contextualized to P2PAS. Finally, the authors establish transaction and consumption risks as boundary conditions influencing the effects of trust incongruence on consumers' continuance intention toward P2PAS.

Numerous studies have documented adverse consequences arising from increased technology usage and advocated for a reduction in such usage as a plausible remedy. However, such recommendations are often infeasible and oversimplistic given mounting evidence attesting to users’ growing reliance on technology in both their personal and professional lives. Building on conservation of resources (COR) theory, we construct a research model to explain how mobile application usage, as delineated by its breadth and depth, affects users’ nomophobia and sleep deprivation, which can have negative impacts on users’ health status. We also consider the moderating influence of physical activity in mitigating the effects of mobile application usage on users’ health. We validated our hypotheses via data collected by surveying 5,842 respondents. Empirical findings reveal that (1) nomophobia is positively influenced by mobile application usage breadth but negatively influenced by mobile application usage depth, (2) sleep deprivation is negatively influenced by mobile application usage breadth but positively influenced by mobile application usage depth, and (3) sleep deprivation and nomophobia negatively impact users’ health status, whereas (4) physical activity attenuates the impact of mobile application usage on sleep deprivation but not nomophobia. The findings from this study not only enrich the extant literature on the health outcomes of mobile application usage by unveiling the impact of mobile application usage patterns and physical activity on users’ health but they also inform practitioners on how calibrating usage breadth and depth, along with encouraging physical activity, can promote healthy habits among users.