bluuebunny/crossref_metadata_2025_split huggingface dataset:
An empirical examination of the services triangle
Authors: Anderson Sidney , Smith Jeffery 
Published: March 2017

PurposeThe “services triangle” is a dynamic model in which three interlinked entities (customer, employee and firm) combine to create three dyads [employee-firm (EF), customer-firm (CF) and customer-employee (CE)] that work together to deliver services. This study aims to determine whether significant differences existvis-à-visthe impact of EF, CF and CE dyads on the service experience.Design/methodology/approachEmpirical evidence from data garnered from 398 surveys was used to test a conceptual model. To test the hypotheses, like-signed first-order dyads were constructed and combined to create second-order dyads, and analysis of variance and post-hoc tests (least significant differences) were used to investigate whether differences among the second-order dyads exist.FindingsThe analysis reveals the differential impact of the three services triangle dyads on the service experience. Specifically, customers’ perception of EF fit appears to have the greatest impact on customers’ evaluation of the service experience, followed by CF and CE fit.Research limitations/implicationsThe main implication is that this paper extends conceptual research by providing empirical evidence that the EF dyad is the foundation of the services triangle. The limitations are based primarily on methodology, where the use of a survey to collect data rules out the potential generalizations of true cause and effect while also potentially being subject to common method bias.Practical implicationsManagers should realize that fit within some dyads is more instrumental in determining the service experience than fit within others. A number of managerial implications are proposed and discussed.Originality/valuePrior research has neither empirically examined the services triangle nor whether significant differences exists among the impact of its dyads on the service experience. Insights from various literatures, the application of the balance theory and the construction of first- and second-order dyads enables an investigation of the various relational patterns contained in the services triangle.
Customer experience – a review and research agenda
Authors: Jain Rajnish , Aagja Jayesh , Bagdare Shilpa 
Published: March 2017

Purpose
The purpose of this paper is to review the literature on customer experience to develop a better understanding of the concept and propose a research agenda.

Design/methodology/approach
The paper is based on a thorough review of 69 full-text articles, 12 books and one published dissertation related to customer experience.

Findings
The review describes the relevance of experiential perspective, service experience and customer experience to attract, delight and retain customers. Customer experience is regarded as a holistic interactive process, facilitated through cognitive and emotional clues, moderated by customer and contextual characteristics, resulting into unique and pleasurable/un-pleasurable memories. The study provides a deeper understanding of the concept and research issues for customer experience.

Research limitations/implications
It provides important insights into the emergence, development, management and measurement of customer experience-related issues for future research.

Practical implications
Customer experience needs to be considered and managed as a holistic strategic process for creating customer value, differentiation, customer satisfaction, loyalty and competitive advantage.

Originality/value
The study contributes to the understanding of customer experience and research agenda based on a thorough review of literature spanning 25 years.
Does cooperating with customers support the financial performance of business-to-business professional service firms?
Authors: Siahtiri Vida 
Published: March 2017

Purpose
The purpose of this paper is to analyze the relationship between Business-to-business professional service firms (B2B PSFs) customer cooperation capability (CCC) and its financial performance. This study explores how deep and broad expert and customer knowledge assist PSFs to enhance CCC and increase financial performance.

Design/methodology/approach
A multiple informant survey was designed and administered to B2B PSFs’ managers in Taiwan.

Findings
The results indicate that customer and expert knowledge improve PSFs’ CCC and that CCC has a positive U-shaped relationship with financial performance. Importantly, the ability to control for the efficiency of customer cooperation moderates the U-shaped relationship between CCC and financial performance by diminishing the negative effect of low levels of CCC.

Originality/value
The contribution of this study rests on the theory developed and empirical support disclosing the complex relationship between PSFs’ CCC and financial performance. The study further contributes to the literature by presenting different effect of deep and broad expert and customer knowledge on development of CCC. The study extends the literature by introducing control for efficiency of customer cooperation as a mechanism that has the capacity to compensate for lower levels of CCC.
The role of expectations on consumer interpretation of new information
Authors: Tan Lina , Roberts John Heath , Morrison Pamela Danvers 
Published: March 2017

Purpose
The purpose of this paper is to investigate the role of consumers’ expectations and their antecedents on beliefs, attitude and behavioral intentions when they respond to new corporate social responsibility (CSR) information about a service firm.

Design/methodology/approach
Empirically, the authors measure prior beliefs, and then calibrate how those beliefs change in response to a piece of news. The authors develop a conceptual model articulating the nature and antecedents of three types of expectations: would, could and should. The authors use structural equation modeling to test how these expectations influence the consumer evaluation process.

Findings
The results show that the effect of could expectations on the evaluation process is felt via their influence on would expectations; that is, would expectations fully mediate the relationship between could expectations and attitude toward news. Similarly, attitude toward news fully mediates the relationship between would and should expectations and updated beliefs about the firm.

Research limitations/implications
In the selected service industry, the findings show that expectations are mediated by the new information that consumers receive when they are updating their prior beliefs. The authors demonstrate the ability to understand the antecedents of expectations, which provides a vehicle by which the organization can influence the consumer evaluation process.

Practical implications
In practice, managers can identify the antecedents of consumer expectations and thus influence the reference points against which those consumers will evaluate news about their product.

Social implications
CSR has important implications for multiple stakeholders and the authors calibrate the determinants of how news about the organization’s performance on it may affect consumer decision processes.

Originality/value
The paper introduces “could” expectations into the services literature, examines the antecedents of the different types of expectations, and studies how their effect is felt through the evaluation process.
Decision quality of the research project evaluation mechanism by using particle swarm optimization
Authors: Seo Young Wook , Lee Kun Chang , Lee Sangjae 
Published: March 2017

Purpose
For those who plan research funds and assess the research performance from the funds, it is necessary to overcome the limitations of the conventional classification of evaluated papers published by the research funds. Besides, they need to promote the objective, fair clustering of papers, and analysis of research performance. Therefore, the purpose of this paper is to find the optimum clustering algorithm using the MATLAB tools by comparing the performances of and the hybrid particle swarm optimization algorithms using the particle swarm optimization (PSO) algorithm and the conventional K-means clustering method.

Design/methodology/approach
The clustering analysis experiment for each of the three fields of study – health and medicine, physics, and chemistry – used the following three algorithms: “K-means+Simulated annealing (SA)+Adjustment of parameters+PSO” (KASA-PSO clustering), “K-means+SA+PSO” clustering, “K-means+PSO” clustering.

Findings
The clustering analyses of all the three fields showed that KASA-PSO is the best method for the minimization of fitness value. Furthermore, this study administered the surveys intended for the “performance measurement of decision-making process” with 13 members of the research fund organization to compare the group clustering by the clustering analysis method of KASA-PSO algorithm and the group clustering by research funds. The results statistically demonstrated that the group clustering by the clustering analysis method of KASA-PSO algorithm was better than the group clustering by research funds.

Practical implications
This study examined the impact of bibliometric indicators on research impact of papers. The results showed that research period, the number of authors, and the number of participating researchers had positive effects on the impact factor (IF) of the papers; the IF that indicates the qualitative level of papers had a positive effect on the primary times cited; and the primary times cited had a positive effect on the secondary times cited. Furthermore, this study clearly showed the decision quality perceived by those who are working for the research fund organization.

Originality/value
There are still too few studies that assess the research project evaluation mechanisms and its effectiveness perceived by the research fund managers. To fill the research void like this, this study aims to propose PSO and successfully proves validity of the proposed approach.
Investigating the determinants of e-book adoption
Authors: Hsu Chia-Lin , Lin Yu-Hsiang , Chen Mu-Chen , Chang Kuo-Chien , Hsieh Ai-Yun 
Published: March 2017

Purpose
The purpose of this paper is to examine the key factors that affect users’ adoption of e-books using an extension of the unified theory of acceptance and use of technology (UTAUT) that includes the following factors: environmental concerns, perceived benefits, and benevolence trust.

Design/methodology/approach
The authors analyzed survey responses from 343 participants using structural equation modeling to examine the hypothesized relationships in this research model.

Findings
The results show that users’ adoption of e-books is determined by performance expectancy, effort expectancy, social influence, facilitating conditions, environmental concern, perceived benefit, and benevolence trust.

Research limitations/implications
The authors restricted this study to consumers’ adoption of e-books. Further studies could examine consumer’s adoption of other mediums, such as cutting-edge information technologies.

Practical implications
The results suggest that marketers should consider altering their methods of promoting e-books to attract consumers and further affect their usage intention.

Originality/value
This study proposes and tests an extended UTAUT model that includes the additional factors of environmental concern, perceived benefit, and benevolence trust in order to examine the influence of these factors on e-book adoption. The findings are particularly useful for assisting managers to increase e-book adoption.
Instrument development and contextualization for perceived characteristics of e-transactions
Authors: Abunadi Ibrahim , Alqahtani Fayez 
Published: March 2017

Purpose
The purpose of this paper is to identify and develop a contextualized model and instrument to assess citizens’ transactions with government organizations, with a view to predicting and elucidating acceptance of e-transactions. For this purpose, a research model (perceived characteristics of e-transactions acceptance) is developed.

Design/methodology/approach
In order to analyze e-transaction acceptance and identify the requirements of the research context, several models were considered. An approach was employed to contextualize or localize the theoretical model, questionnaire items, and the instrument. An online survey gathered the responses of 663 Saudi citizens.

Findings
Exploratory and confirmatory factor analyses showed that the measurement model was the most suitable for the collected data. In addition to developing a conceptual research model and instrument, the present study provides a rigorous methodology for contextualizing the model, questionnaire items, and the instrument.

Originality/value
This paper develops an original instrument derived from rigorous information systems methodology research. The research model could also be utilized in emerging economies that are implementing e-government to improve the development of e-government services and facilitate acceptance of electronic government transactions, ultimately enhancing citizens’ lives.
The effect of managerial stock ownership on the relationship between material internal control weaknesses and audit fees
Authors: Mitra Santanu , Jaggi Bikki , Al-Hayale Talal 
Published: March 2017

Purpose
The purpose of the study is to examine the effect of managerial stock ownership on the relationship between material internal control weaknesses (ICW) and audit fees.

Design/methodology/approach
The paper uses multivariate regression analyses on a sample of 1,578 ICW and 1,578 pair-matched (based on both propensity score and managerial stock ownership) non-ICW firm observations for a period from 2004 to 2010 to investigate how managerial incentive at various stock ownership levels impacts the relationship between material ICW and audit fees.

Findings
For the firms with low managerial stock ownership (up to 5 per cent stockholdings), the authors find no significant effect of managerial ownership on the positive relationship between audit fees and ICW. However, the impact of managerial stock ownership on the relationship between ICW and audit fees is significantly positive when managerial ownership is medium, i.e. more than 5 per cent and less than or equal to 25 per cent stockholdings, and the managerial ownership effect is even higher when managerial stock ownership is high, i.e. more than 25 per cent stockholdings. The result is especially robust for the ICW firms with high managerial stock ownership (i.e. where managers hold more than 25 per cent equity stake in the firms). The additional analyses further show that this managerial ownership effect is more pronounced when the firms suffer from company-level material control weaknesses that have pervasive negative effect on financial reporting quality.

Research limitations/implications
The results imply that in a low managerial ownership firms with substantial misalignment between manager and shareholder incentives, managerial stock ownership has little effect on the ICW and audit fee relationship. But when managers’ ownership interest is at a high level, they are more prone to purchase higher-quality audit service to reduce the risk of financial misstatements due to material ICW, which results in higher audit fees. The results add to the audit fee literature by suggesting that managerial incentive at various ownership levels is a critical governance factor that impacts auditor’s fee structure especially when higher reporting risk exists due to material ICW.

Originality/value
Prior literature documents that there is some relationship between managerial attributes and earnings quality; however, there is no substantive empirical evidence on the effect of managerial stock ownership on audit pricing when client companies face higher risk of financial misreporting as a result of material ICW. In this study, the authors seek answers to these empirical questions and fill the gap in the literature.
Latent semantic analysis of the FOMC statements
Authors: Mazis Panagiotis , Tsekrekos Andrianos 
Published: March 2017

Purpose
The purpose of this paper is to analyze the content of the statements that are released by the Federal Open Market Committee (FOMC) after its meetings, identify the main textual associative patterns in the statements and examine their impact on the US treasury market.

Design/methodology/approach
Latent semantic analysis (LSA), a language processing technique that allows recognition of the textual associative patterns in documents, is applied to all the statements released by the FOMC between 2003 and 2014, so as to identify the main textual “themes” used by the Committee in its communication to the public. The importance of the main identified “themes” is tracked over time, before examining their (collective and individual) effect on treasury market yield volatility via time-series regression analysis.

Findings
We find that FOMC statements incorporate multiple, multifaceted and recurring textual themes, with six of them being able to characterize most of the communicated monetary policy in the authors’ sample period. The themes are statistically significant in explaining the variation in three-month, two-year, five-year and ten-year treasury yields, even after controlling for monetary policy uncertainty and the concurrent economic outlook.

Research limitations/implications
The main research implication of the authors’ study is that the LSA can successfully identify the most economically significant themes underlying the Fed’s communication, as the latter is expressed in monetary policy statements. The authors feel that the findings of the study would be strengthened if the analysis was repeated using intra-day (tick-by-tick or five-minute) data on treasury yields.

Social implications
The authors’ findings are consistent with the notion that the move to “increased transparency” by the Fed is important and meaningful for financial and capital markets, as suggested by the significant effect that the most important identified textual themes have on treasury yield volatility.

Originality/value
This paper makes a timely contribution to a fairly recent stream of research that combines specific textual and statistical techniques so as to conduct content analysis. To the best of their knowledge, the authors’ study is the first that applies the LSA to the statements released by the FOMC.
How fans are engaging with baseball teams demonstrating multiple objectives on Instagram
Authors: Kim Joon K. , Hull Kevin 
Published: March 2017

Purpose
Using uses and gratifications theory as a guide, the purpose of this paper is to examine how fans are engaging with Major League Baseball (MLB) teams that are utilizing Instagram postings to demonstrate sporting, business, and social objectives.

Design/methodology/approach
An analysis of 1,500 photos (50 from each team) was conducted. A content analysis analyzed the content of the photo, and a textual analysis was implemented to examine the use of hashtags by the teams on their Instagram photos.

Findings
Posts that overly demonstrated the business and social objectives had some of the lowest numbers of likes and comments, indicating that fan engagement is not often achieved through these methods.

Originality/value
Results of this research demonstrate that while MLB teams are able to address their multiple objectives on Instagram, fans are not necessarily interested in all three of these efforts. Posts about on-field action, consumer buying opportunities, and charitable efforts were all created by the majority of teams, but the sporting objective posts had, by far, the highest average number of both likes and comments when compared to the charitable and promotional objectives of the teams. Therefore, the results provide some best practices for teams looking to use the photo and video sharing network.
Chinese Super League: attendance, pricing, and team performance
Authors: Watanabe Nicholas , Soebbing Brian 
Published: March 2017

Purpose
The purpose of this paper is to examine the impact of team performance, price dispersion – having multiple ticket prices for a single event, and market characteristics on fan attendance. By considering the context of the Chinese Super League (CSL), this study considers multiple strategies for enhancing the demand for sport in relation to factors on- and off-the-field of play.

Design/methodology/approach
This study uses economic demand theory to examine consumer interest in sporting events in relation to pricing. Through employing econometric modeling, regression analysis is used to estimate results from match-level data encompassing multiple seasons.

Findings
The findings estimated from the linear regressions indicate that using multi-tiered pricing for sporting events does not significantly enhance demand in this context. Furthermore, it is found that consumers are responsive to matches against rival teams and strong opponents.

Research limitations/implications
The results run counter to prior literature on price dispersion, indicating that attendance demand may not always be influenced by the number of price points.

Practical implications
The findings help to develop an understanding of how team performance and pricing are important parts of meeting organizational goals in sport. From this, strategies can be formed to help stakeholders and managers in improving organizational performance.

Originality/value
This research is one of the first to consider the CSL, where both single and multiple price points exist for sporting events. Thus, it helps to build both theoretical and empirical knowledge in regards to the importance of pricing systems.
Financial fair play and competitive balance in the Premier League
Authors: Freestone Christopher John , Manoli Argyro Elisavet 
Published: March 2017

Purpose
The introduction of financial fair play (FFP) regulations in 2011 was accompanied by criticism that they would have an adverse effect on competitive balance in European football. Counter-points were also expressed, suggesting that the opposite would occur; that they would actually increase competitive balance through reducing the importance of financial power. The lack of clarity and cohesion on this issue prompted this paper. The purpose of this paper is to examine the effect FFP has had on competitive balance in the English Premier League.

Design/methodology/approach
The analysis conducted uses the Herfindahl Index of Competitive Balance as the primary method, and is supported by standard deviation of points analysis and a Scully-Noll ratio analysis, which together provide an indication of the level of competitive balance for each of the past 21 seasons, from 1995/1996 to 2015/2016. This examination allows for the trends in competitive balance to be identified, with emphasis drawn on the seasons after the introduction of the regulations.

Findings
The results provide no indication that FFP regulations have resulted in a decline in competitive balance in the EPL, instead hinting that a positive effect may have been caused. This positive effect exceeds the primary aim of the regulations and underlines their importance in the future stability of club football.

Originality/value
While underlining the need for further research on the topic, this study provides the first insights into the effects of FFP regulations on competitive balance in the EPL. These insights would support the view that FFP initiatives have begun to shift the focus of sporting competition away from financial strength towards more natural means of competition such as efficiency, innovation and good management.