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A Systematic Review of Brand Transgression, Service Failure Recovery and Product-Harm Crisis : Integration and Guiding Insights
Khamitov, Mansur - 2019
Research studies on brand transgression (BT), service failure and recovery (SFR), and product-harm crisis (PHC) appear to have a common focus, yet the three streams developed surprisingly independently and with limited reference to one another. This situation is unfortunate because all three...
Persistent link: https://www.econbiz.de/10012864617
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'Un'Fair Machine Learning Algorithms
Fu, Runshan; Aseri, Manmohan; Singh, Param Vir; … - 2021
algorithmic decision-making is a crucial policy issue. Current legislation ensures fairness by barring algorithm designers from …, limit the benefits of a more accurate algorithm for a firm. As a result, profit maximizing firms could under-invest in …
Persistent link: https://www.econbiz.de/10013233306
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Apparent Algorithmic Discrimination and Real-Time Algorithmic Learning
Lambrecht, Anja - 2020
names. We document that one explanation for this finding is that if an algorithm receives in real time less data about one … group, it will learn at different speeds. Since black names are less common, the algorithm learns about the quality of the … black names even if the algorithm judges the ad to be of low-quality. We extend this result by presenting evidence that ads …
Persistent link: https://www.econbiz.de/10012837722
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Does IT Lead to More Equal Treatment? An Empirical Study of the Effect of Smartphone Use on Customer Complaint Resolution
Tucker, Catherine E. - 2019
Customers with more education may get better service after complaining, because they are better placed to advocate for themselves. It is unclear how digitization of the consumer complaint process will change this situation. To investigate this, we analyze 364,189 customer complaints to the city...
Persistent link: https://www.econbiz.de/10012901455
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The Coming Onslaught of 'Algorithmic Fairness' Regulations
Chilson, Neil; Thierer, Adam D. - 2022
A potential avalanche of “algorithmic fairness” regulations is looming that, if triggered, would thunder through our economy with one of the most significant expansions of economic and social regulation – and the power of the administrative state – in recent history. Federal and state...
Persistent link: https://www.econbiz.de/10014240377
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The Online Users’ Perceptions toward Electronic Government Services
Camilleri, Mark Anthony - 2019
Purpose: This research examines the individuals’ perceived usefulness and ease of use of the government’s electronic services (e-government). It also explores the effect of the social influences as well as of the facilitating conditions on the individuals’ intentions to use the...
Persistent link: https://www.econbiz.de/10014032572
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The impacts of brand experiences on customer satisfaction and electronic word of mouth
Almohaimmeed, Bader - In: Verslas : teorija ir praktika : Vilniaus Gedimino … 21 (2020) 2, pp. 695-703
The problem addressed in this study is that the impact of the customer experience on the achievement of positive customer outcomes is still unknown in Arabic restaurants. Hence, the aim of this study is to explore the effect of brand experience, as measured through sensory, emotional,...
Persistent link: https://www.econbiz.de/10012502455
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The impact of customer satisfaction, customer experience and customer loyalty on brand power : empirical evidence from hotel industry
Nobar, Hossein Bodaghi Khajeh; Rostamzadeh, Reza - In: Journal of business economics and management 19 (2018) 2, pp. 417-430
This research aims to investigate the impact of customer satisfaction, experience, and loyalty on brand power in the Hotel industry. This study used a descriptive-survey research design based on the correlation method. The selected populations were Pars Hotels' customers. Sample size was 384,...
Persistent link: https://www.econbiz.de/10012174845
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Net promoter score, growth, and profitability of transportation companies
Korneta, Piotr - In: International journal of management and economics 54 (2018) 2, pp. 136-148
Introduced in 2003, net promoter score (NPS) very quickly gained popularity, as a customer loyalty measure, among companies and a part of researchers, due to its simplicity, the ease of interpretation, low costs of calculation, and, overall, its assumed impact on future growth and profitability....
Persistent link: https://www.econbiz.de/10012027122
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Investigating the relationship between brand experience, brand authenticity, brand equity, and customer satisfaction : evidence from Vietnam
Van Dat Tran; Ngoc Truc Thao Nguyen - In: Cogent business & management 9 (2022) 1, pp. 1-20
The purpose of this research is to investigate the relationship between brand experience, brand authenticity, brand equity, and how those factors effect on customer satisfaction. The measurement model and the conceptual model depicting hypothesized relationships were evaluated based on responses...
Persistent link: https://www.econbiz.de/10014433696