bluuebunny/crossref_metadata_2025_split huggingface dataset:
Customers’ evaluation of mechanical artificial intelligence in hospitality services: a study using online reviews analytics
Authors: Mariani Marcello , Borghi Matteo 
Published: August 2021

Purpose
This paper aims to analyze if and to what extent mechanical artificial intelligence (AI)-embedded in hotel service robots-influences customers’ evaluation of AI-enabled hotel service interactions. This study deploys online reviews (ORs) analytics to understand if the presence of mechanical AI-related text in ORs influences customers’ OR valence across 19 leading international hotels that have integrated mechanical AI – in the guise of service robots – into their operations.

Design/methodology/approach
First, the authors identified the 19 leading hotels across three continents that have pioneered the adoption of service robots. Second, by deploying big data techniques, the authors gathered the entire population of ORs hosted on TripAdvisor (almost 50,000 ORs) and generated OR analytics. Subsequently, the authors used ordered logistic regressions analyses to understand if and to what extent AI-enabled hospitality service interactions are evaluated by service customers.

Findings
The presence of mechanical AI-related text (text related to service robots) in ORs influences positively electronic word-of-mouth (e-WOM) valence. Hotel guests writing ORs explicitly mentioning their interactions with the service robots are more prone to associate high online ratings to their ORs. The presence of the robot’s proper name (e.g., Alina, Wally) in the OR moderates positively the positive effect of mechanical AI-related text on ORs ratings.

Research limitations/implications
Hospitality practitioners should evaluate the possibility to introduce service robots into their operations and develop tailored strategies to name their robots (such as using human-like and short names). Moreover, hotel managers should communicate more explicitly their initiatives and investments in AI, monitor AI-related e-WOM and invest in educating their non-tech-savvy customers to understand and appreciate AI technology. Platform developers might create a robotic tag to be attached to ORs mentioning service robots to signal the presence of this specific element and might design and develop an additional service attribute that might be tentatively named “service robots.”

Originality/value
The current study represents the first attempt to understand if and to what extent mechanical AI in the guise of hotel service robots influences customers’ evaluation of AI-enabled hospitality service interactions.
Are social and traditional entrepreneurial intentions really that different?
Authors: Santos Susana C. , Nikou Shahrokh , Brännback Malin , Liguori Eric W. 
Published: August 2021

PurposeBuilding on construal level theory (CLT), this study explores mental representations of entrepreneurial intentions (EIs) with different foci (i.e. social and commercial) among university students from Generations Y and Z.Design/methodology/approachUsing a sample of university students from the United States contacted through the Entrepreneurship Education Project, this study employs a configurational perspective—fuzzy-set qualitative comparative analysis (fsQCA)—to identify the pathways leading to EIs and social entrepreneurial intentions (SEIs).FindingsResults show that the configurations of conditions leading to the outcomes (EI and SEI) are not disparate but share far more similarities even when considering socially oriented antecedents, supporting the claim that students perceive both EIs with different foci as high-level construals. The results also demonstrate no differences within gender, but there are asymmetries between gender in the configurations leading to EI and SEI.Research limitations/implicationsThis study contributes to EI literature by providing new insights into understanding how individuals perceive EIs at an early stage of entrepreneurship and by bringing CLT to the EI literature.Practical implicationsThese results have implications for entrepreneurship education and practice, as it recognizes that students' EIs are psychologically distant, lacking a level of detail and specificity. This would explain why students do not immediately create ventures, but that entrepreneurship has a certain incubation time to create an entrepreneurial mindset.Originality/valueExploring the configurational approaches can help to uncover the complexity and idiosyncrasies underlying EIs.
Understanding the drivers of innovation in an organization: a literature review
Authors: Dani Mugdha Vinod , Gandhi Aradhana Vikas 
Published: August 2021

PurposeInnovation is an engine that drives the organization and allows it to outcompete in the economic environment. This paper aims to analyze scientific publications between 1980 and January 2021 concerning innovation indicators at organizational and individual levels. The study identifies 11 unique indicators to evaluate innovation, thus enhancing existing knowledge in the domain.Design/methodology/approachA total of 175 randomly selected journal articles were systematically analyzed.FindingsWhile innovation has received significant attention in the commercial sector, the focus on the construct in academic research has remained relatively narrow. The analysis offers a comprehensive view of innovation drivers at an organizational and individual level.Research limitations/implicationsThe literature review offers a deeper understanding of the indicators of innovation impacting organizational performance.Originality/valueThe analysis and methodology discussed aim to assist managers, researchers and policymakers in comprehending the various innovation indicators; such understanding may enhance individual and organizational efficiency.
Challenges in regulating the local and global needs of quality management systems
Authors: Bashan Aviva , Kordova Sigal 
Published: August 2021

PurposeThe complex processes of global organizations poses significant challenges for the global quality management systems (QMSs) responsible for their coordination and effective management. This includes meeting local customers' needs, as well as being responsible for global operational effectiveness, aggregate capacity utilization, cost reduction and standardization. This study examines how all of these ends can be accomplished. Regulating local and global needs emerges as a key issue, but one that lacks clarity. Therefore, this article outlines an approach for developing a coherent, strategic approach.Design/methodology/approachA field study of eighteen multinational companies (MNCs) examined and mapped the activity of their QMS, defined representative profiles and compared these profiles to strategic, operational and marketing needs.FindingsThe data analysis shows several gaps in the approach to global quality management. The lack of coherence and considerable vagueness in addressing inter-organizational processes leads to behavior that fluctuates between absolute autonomy and specific initiatives aimed at reaching the necessary level of integration needed to achieve operational effectiveness.Originality/valueThe innovative mapping process and analysis of the current study provide a tool for differentiating between the local and global needs of MNCs' quality systems, identifying gaps and defining activities aimed at regulating responses while increasing global added value from the QMS. This provides deeper insight into the business needs of global and local QMSs to enhance the value derived from coordination and regulation.
Tribological study of TiO2 nanoparticles modified with stearic acid as additives in lithium grease
Authors: Zhang Hong , Han Sheng , Hu Wenjing , Li Jiusheng 
Published: August 2021

Purpose
The purpose of this paper is to improve the properties of metal nanoparticles which are easy to agglomerate and hard to disperse evenly, thus limiting the application of metal nanoparticles in grease. A novel technology was proposed for modifying metal oxide to improve the dispersibility of nanoparticles.

Design/methodology/approach
SA-TiO2 nanoparticles were synthesized using an in-situ esterification method followed by surface modification with stearic acid. The microstructure of the nanoparticles was characterized by scanning electron microscope, transmission electron microscope and Fourier transform infrared spectroscopy and their thermal stability was evaluated by thermogravimetric analyzer. The tribological properties of the SA-TiO2 nanoparticles as additives in lithium grease were evaluated with a four-ball tester and TE77 reciprocating friction tester. The worn surfaces of the steel balls were investigated by EDS and XPS.

Findings
The prepared nanoparticles can be well dispersed in the lithium grease and possess much better tribological properties compared to traditional nanoparticles. The results indicated that the excellent tribological performance of SA-TiO2 was attributed to the chemical reaction film composing of Fe2O3, iron oxide and other organic compounds.

Originality/value
This paper provides a method to prevent the agglomeration of nano-TiO2 by surface modification with stearic acid. And the prepared nanoparticles can effectively improve the tribology performance of lithium grease.
Knowledge sharing, organizational commitment and turnover intention among knowledge workers: a knowledge-based perspective
Authors: Lakshman C. , Rai Sumita , Lakshman Sangeetha 
Published: August 2021

PurposeThis study aims to theorize a knowledge-based perspective on organizational commitment and turnover intentions among knowledge workers. The authors contribute by examining the impact of knowledge sharing, and managerial human capital respectively, on commitment and turnover in a sample of 274 knowledge workers (engineers) from India. Additionally, the authors examine the crucial moderating role of intra-firm causal ambiguity on these relationships.Design/methodology/approachUsing structural equation modeling and analysis of survey responses, the authors test a moderated mediation model to provide evidence of the positive impact of knowledge sharing and human capital, respectively, on turnover intention, mediated by organizational commitment. More importantly, the authors theorize and present evidence on the moderating role of intra-firm causal ambiguity, on these relationships.FindingsThe authors find that knowledge sharing behaviors are both intrinsically and extrinsically motivating for knowledge workers, which results in their emotional attachments and higher levels of identification and commitment, which subsequently results in lower turnover intention. Our findings also highlight the role of intra-firm causal ambiguity in making things difficult for organizations to retain talented employees in tough environments.Originality/valueThe authors provide a knowledge-based perspective of commitment and turnover in knowledge-intensive work contexts. The authors also contribute by provide an interesting account of the role of intra-firm causal ambiguity in knowledge processes leading to commitment.
Legitimacy building of digital platforms in the informal economy: evidence from Indonesia
Authors: Prasetyo Eko Heru 
Published: August 2021

Purpose
This study aims to investigate how digital entrepreneurs develop platforms business models under an unregulated market and what approach they take to address informal economy (IE) activities.

Design/methodology/approach
The author used a qualitative method by interviewing sixteen respondents, including founders, Chief Executive Officers, and managers of digital-driven start-ups in Indonesia. I then analysed the interviews into several codes and themes for further discussion.

Findings
This study reveals distinctive approaches performed by startups within three-level institutions, namely, users, market and regulation. Each level represents digital entrepreneurs’ unique behaviour, which the author described as collective, narrative and compliant.

Research limitations/implications
This paper demonstrates that digital entrepreneurs leveraging informal sectors contribute to the process of formalisation. However, the author emphasise less on how it impacts informality and who receives incentives.

Practical implications
This study suggests appropriate strategies for entrepreneurs who build and develop a platform beyond immature setting and unveils different directions to comprehend their legitimacy building.

Social implications
This study also elucidates political implications such as how the dynamics between regulators’ response and entrepreneurs’ reaction shape the new regulative environment. An idea of self-regulate – entrepreneurs as actors instead of a subject of regulation – might be suitable to reflect how they overcome the bottom of the pyramid using technology innovation.

Originality/value
While previous studies focused primarily on sharing economy, this study provides a different array of discussion on the digitalisation of the informal economy in emerging markets.
Process innovation in the digital age of business: the role of digital business intensity and knowledge management
Authors: Nwankpa Joseph K. , Roumani Yaman , Datta Pratim 
Published: August 2021

Purpose
This paper aims to examine the dynamic relationship between digital business intensity (DBI) and process innovation through knowledge management. More specifically, the paper investigates the mechanism through which DBI and knowledge management jointly influence process innovation.

Design/methodology/approach
The study used a single informant approach of data collection and consistent with prior research, and a random sample of CIOs was selected and invited to participate in the survey resulting in a total 193 usable responses. The analysis and empirical validation of the research model used partial least square.

Findings
The results reveal a positive link between DBI and process innovation. This finding presents empirical support for hitherto anecdotal evidence regarding the impact of DBI on process innovation. In particular, the study notes the impactful role of DBI as an input repertoire that facilitates knowledge management with subsequent positive effects on process innovation. Results further surface an accentuating interplay between DBI and knowledge management on process innovation.

Originality/value
The current study advances our understanding of how DBI, a pre-condition to attaining digital business strategy, influences process innovation. Moreover, investigating the consequences of DBI should help offer an initial insight to managers and top management facing the challenge of implementing a successful digital footprint in an increasingly digital business landscape. Furthermore, to the best of the authors’ knowledge, this study is the first to investigate how digitization efforts and knowledge management practices jointly affect process innovation.
Rethinking the role of reading assessments for real learning
Authors: Francois Chantal , Hood Mia 
Published: August 2021

Purpose
Scholars who advocate for equity-oriented educational practices have argued that the accountability era in the USA, now in place for two decades, has failed in its intended goal to improve student performance for traditionally marginalized student populations. This study aims to use a sociocultural lens to trace how a century-old conceptualization of reading – that discrete skills comprise comprehension and that multiple-choice questions can measure mastery of those skills – predominates today’s standardized reading tests.

Design/methodology/approach
This essay draws on the authors’ collective experiences as literacy educators, school leaders and researchers.

Findings
The authors critique two beliefs rooted in Eurocentric thinking borne from a long-held conceptualization of reading – that logical reasoning and the right background knowledge can promote achievement on standardized tests. The authors link the critique to their lived experiences and situate test design features in the broader sociopolitical educational landscape. Then, by presenting examples from an urban public high school, the authors encourage educational leaders to revisit the potential of authentic assessments as complex and meaningful activities that foster the critical thinking necessary for participating in democracy.

Practical implications
Committing to authentic assessments takes the work characteristic of transformative school leadership, especially serving diverse student populations: A clear and ambitious vision that centers social justice and cultural relevance, frequent, shared opportunities for professional growth and shared norms for instructional practice and student growth.

Originality/value
This essay encourages educational leaders, researchers and policymakers to revisit the potential of authentic assessments as tasks that can surpass external measures in informing teachers about how students’ develop their literacy in school.
Customer captivity, negative word of mouth and well-being: a mixed-methods study
Authors: Furrer Olivier , Yu Kerguignas Jie , Landry Mikèle 
Published: August 2021

PurposeWhen customers feel that they have no choice but to stay with their current provider to obtain a service that they need, they feel captive. This study aims to investigate customer captivity as a type of vulnerability and evaluate its effects on customers’ service evaluation and word-of-mouth (WOM) behavior, as well as to identify solutions that reduce customers’ feelings of captivity and improve their well-being.Design/methodology/approachThis sequential, quantitative–qualitative, mixed-methods study draws from a survey of 1,017 customers and a qualitative analysis of 20 in-depth semi-structured interviews. Moderated mediation analysis is used to test the quantitative hypotheses; a thematic analysis explores the qualitative data.FindingsThe results of the quantitative study show that captivity emotions and price unfairness perceptions are two manifestations of customer captivity, which directly and indirectly affect service evaluations and WOM behavior. The findings of the qualitative study highlight how captive customers use emotional support-seeking negative word-of-mouth (NWOM) as a solution to reduce their captivity emotions and improve their well-being, by reinforcing their social ties and regaining a sense of control.Research limitations/implicationsThis study advances transformative service research by demonstrating how captivity affects customers’ well-being and customer vulnerability literature by investigating captivity as a type of vulnerability. It contributes to service marketing literature by identifying customer captivity as a boundary condition for generic service evaluation models.Practical implicationsCaptive customers seek emotional support and consequently spread NWOM. Therefore, it is critical for service providers to reduce customers’ captivity feelings and implement adequate solutions to prevent NWOM and decrease the risk of negative impacts on their profitability.Originality/valueAny customer can become vulnerable, due to contextual circumstances. This study focuses on customer captivity as a type of vulnerability and proposes adapted solutions to improve customers’ well-being.
Change starts with me: an impact evaluation of a multiprofessional leadership programme to support primary care networks in the South East of England
Authors: Jackson Carolyn , Manley Kim , Vibhuti Mayur 
Published: August 2021

PurposeThis paper aims to present the impact evaluation findings from a multiprofessional leadership programme commissioned in the South East of England to support primary care networks (PCNs) to lead system improvement together. It identifies programme impact at micro and meso system levels; a leadership impact continuum that can be used by individuals and teams to evidence impact of improvements in PCN practices; the learning and development strategies that were effective and proposes implications for other networks.

Design/methodology/approachMixed methods underpinned by practice development methodology were used to explore the impact of the programme on two practitioner cohorts across 16 PCNs. Data were collected at the start, mid-point and end of the eight-month programme.

FindingsResults illustrate an innovative approach to collective leadership development. A continuum of impact created with participants offers insight into the journey of transformation, recognising that “change starts with me”. The impact framework identifies enablers, attributes and consequences for measuring and leading change at micro, meso and macro levels of the health-care system. Participants learned how to facilitate change and collaboratively solve problems through peer consulting which created a safe space for individuals to discuss workplace issues and receive multiprofessional views through action learning. These activities enabled teams to present innovative projects to commissioners for service redesign, enabling their PCN to be more effective in meeting population health needs. The authors believe that this programme may provide a model for other PCNs England and other place-based care systems internationally.

Originality/valueThis study offers insight into how to enable a journey of transformation for individuals and PCN teams to enhance team effectiveness and collective leadership for system-wide transformation required by the National Health Service Long Term Plan (2019).

Contribution to Impact
Meta-choices in ranking knowledge-based organizations
Authors: Daraio Cinzia , Iazzolino Gianpaolo , Laise Domenico , Coniglio Ilda Maria , Di Leo Simone 
Published: August 2021

PurposeThe purpose of this paper is to address the issue of knowledge visualization and its connection with performance measurement from an epistemological point of view, considering quantification and measurement not just as technical questions but showing their relevant implications on the management decision-making of knowledge-based organizations.Design/methodology/approachThis study proposes a theoretical contribution that combines two lines of research for identifying the three main meta-choices problems that arise in the multidimensional benchmarking of knowledge-based organizations. The first is the meta-choice problem related to the choice of the algorithm used (Iazzolino et al., 2012; Laise et al., 2015; Daraio, 2017a). The second refers to the choice of the variables to be included in the model (Daraio, 2017a). The third concerns the choice of the data on which the analyses are carried out (Daraio, 2017a).FindingsThe authors show the interplay existing among the three meta-choices in multidimensional benchmarking, considering as key performance indicators intellectual capital, including Human Capital, Structural Capital and Relational Capital, and performances, evaluated in financial and non-financial terms. This study provides an empirical analysis on Italian Universities, comparing the ranking distributions obtained by several efficiency and multi-criteria methods.Originality/valueThis study demonstrates the difficulties of the “implementation problem” in performance measurement, related to the subjectivity of results of the evaluation process when there are many evaluation criteria, and proposes the adoption of the technologies of humility related to the awareness that we can only achieve “satisficing” results.