Dewi Tojib

Monash University (Australia) · Department of Marketing

Purpose Service robots are gradually becoming more anthropomorphic and intelligent. This research aims to investigate how anthropomorphic service robots with different levels of intelligence affect their human counterparts. Design/methodology/approach Two between-subject experimental studies were used to test whether different levels of service ro...

Service robots (SRs) are fast becoming the source of automated service delivery processes and personalized frontline customer experiences in service firms. This study investigates the impact of customers' emotional state on how they evaluate service experiences after interacting with an SR, which remains underexplored. Drawing on the theory of cons...

A promising application of social robots highlighted by the ongoing labor shortage is to deploy them as service robots at organizational frontlines. As the face of the firms, service robots are expected to provide cognitive and affective supports in response to customer inquiries. However, one question remains unanswered: Would having a robot with...

Service robots are increasingly deployed in various industries including tourism. In spite of extensive research on the user’s experience in interaction with these robots, there are yet unanswered questions about the factors that influence user’s compliance. Through three online studies, we investigate the effect of the robot anthropomorphism and l...

This study investigates how expectations, locus attribution and disappointment determine coping behaviors when tourists encounter a negative vacation experience. Drawing upon cognitive appraisal theory, it is first hypothesized that individuals with high expectations are more likely to engage in coping behaviors than individuals with low expectatio...

Artificial Intelligence (AI)-powered products have started to permeate various spheres of our lives. One of the most controversial of such products is the sex robot, an application of the AI-integrated robotic technology in the domain of human sexual gratification. The aim of this research is to understand the general public’s receptiveness towards...

Understanding the determinants of customer choice between human staff or service robots will assist service firms to encourage service robot adoption and improving their return on investment. Current technology adoption theories fail to consider users’ performance goal orientations as a motivational driver, and this is an important omission. In fou...

Purpose Corporate scandals involving senior executives plague many businesses. Although customers and noncustomers may be exposed to news of the same scandal, they may appraise dimensions of the transgression differently, thereby affecting post-scandal patronage intentions. The purpose of this study is to investigate whether and how consumer-firm a...

This paper analyses the role that migrant women leaders play in sustaining precarious spaces of community-led volunteering. The voluntary sector has been theorised as an interstitial yet connective space that nourishes unmet needs of migrant women in the context of familial demands, labour market marginalisation, and a diminishing welfare state. Wh...

Purpose For consumers, cross-channel behaviour is increasingly prevalent. Such behaviour involves consumers actively engaging in (and deriving benefit) from one channel during a product search but switching to another channel when making a purchase. Drawing on multi-attribute utility theory, this study proposes a cross-channel behaviour typology co...

The key to excellent service delivery is to ensure harmonious interactions between service actors. Therefore, in the event of service failure incidents, an understanding of the roles and interactions of these service actors is critical to achieving positive service outcomes. This research addresses the question: How do interactions between customer...

As tourism has significant economic and employment impacts, many countries promote new tourist destinations. However, few researchers have examined the mechanisms that influence tourists’ decisions to visit these newly-offered destinations, particularly those not yet in tourists’ evoked set. Drawing upon the push-pull framework and perceived fit th...

When the leader of a firm commits a professional transgression, how would customers’ judgments of the transgressor's professional performance and immorality differ from those of noncustomers’? This research answers this question by investigating factors that explain the discrepancy in moral judgments between noncustomers and customers affiliated wi...

The increasing trend of replacing front-line employees with self-service kiosks or automated systems has undoubtedly altered the nature of retail landscape. In these settings, the limited presence of front-line employees has increased customers’ opportunity to interact with fellow customers during retail encounters.

Nowadays to post online review is becoming a common practice. However, apart from limited studies, little is known how online reviews can prejudice subsequent reviews. Our three experimental studies demonstrate that following negative service experiences, reviewers are influenced by earlier posted reviews when writing their own reviews. Exposing re...

Secondhand apparel shopping resides in a domain characterized by used goods traditionally associated with financially marginalized consumers. Acknowledging the elusive psychological barriers associated with preowned apparel, this study explores mechanisms that facilitate consumers' willingness to recommend online secondhand apparel shopping. Result...

Building on the social exchange theory and presumption of a firm's multi-channel strategy as a customer relationship management initiative, three experimental studies show that: (1) reducing physical presence negatively affects customers’ perceived relationship investment and trust and increases their switching intention; (2) to mitigate these nega...

This study seeks to examine the effects of customer’s sense of power from a service marketing perspective, driven primarily by the conflicting findings apparent in the current literature. We argue with evidence from two experimental studies that a consumer’ sense of power may actually bring positive cognitive responses when dealing with service fai...

Taking into account customers’ rapport with a service staff and levels of service unfairness, this paper aims to examine the role of negative meta-perceptions in predicting customers’ intention to directly speak up to the service staff following an unfair service treatment. The results show that negative meta-perceptions mediate the indirect effect...

Consumers generally feel bad if products or services they purchased do not deliver what was expected. For example, if a holiday destination has not met expectations consumers will be disappointed and may feel regret about their choice of holiday destination. Their level of disappointment and regret may in turn influence their responsiveness to futu...

Challenging the conventional perception that “power corrupts,” the authors assert that activation of customer power before a service encounter can lead to less negative behavioral manifestations toward a service provider after a service failure. Three experimental studies help substantiate this contention. Study 1 shows a sequential mediation proce...

In this article we examine the interplay between the severity of a brand transgression, consumers’ prior awareness of the firm’s corporate social responsibility (CSR) initiatives, and the firm’s response (apology vs. apologia) on the rates of forgiveness among consumers. Results of two experiments show that consumers’ prior awareness of the firm’s...

Retailers increasingly use mobile coupon services as a complementary channel to send promotional offers to consumers. This paper aims to investigate the redemption of promotional offers in a mobile service context. Drawing on the theories of regulatory focus and preference for the status quo, the paper posits that mobile coupon redemption is deter...

Retailers increasingly use mobile coupon services to deliver promotional offers to consumers. This paper draws on the theory of regulatory focus to explain mobile coupon redemption. The paper proposes that redemption depends on the extent to which a mobile coupon requires consumers to divert from their focal shopping motivation. Regulatory fit, the...

Purpose – This study aims to demonstrate that meta-perceptions play a contributing role in customers’ direct complaint intention. Design/methodology/approach – In an exploratory study, we identified different types of meta-perceptions. In a scenario-based experiment, we tested the interaction effect of service failure attribution and the perceived...

Negative consumption experiences often result in feelings of disappointment and regret. The present research aims to investigate whether expectations induce disappointment and regret differently and how these emotions influence consumers’ post-consumption behaviors. Using a scenario-based experiment in the context of a negative holiday travel exper...

This study proposes a conceptual framework for understanding the driving factors of value-added mobile services use. We offer a novel perspective, through an examination of the user–device relationship, on how the latent use of smartphones enhances the actual use of value-added mobile services. We grounded our framework in both the domestication an...

Today's consumers have access to multiple consumer distribution channels. To remain competitive, retailers must offer different contact points to consumers. This empirical study examines channel-mix use decisions for 352 online customers' holiday booking preparations. A scenario based experimental approach studies consumer channel-mix use by channe...

Consumers generally feel bad if products or services they purchased do not deliver what was expected. For example, if a holiday destination has not met expectations consumers will be disappointed and may feel regret about their choice of holiday destination. Their level of disappointment and regret may in turn influence their responsiveness to futu...

Valid and reliable measures are critical to theory development as they facilitate theory testing in empirical research. Efforts in scale development have been put on ensuring aspects of validity. In this paper, the authors address a specific topic of construct validity assessment in scale development. Using data from the five leading IS journals be...

This study investigates how consumer personality characteristics of religiosity, spirituality, and emotional intelligence and the severity of service failure affect emotional and decisional forgiveness as a response to service failure. Further, the study explores the relationships between these two forms of forgiveness and service outcomes, includi...

Purpose – The concept of forgiveness has received significant attention in the fields of philosophy and psychology. However, little is known about the application of this concept in the business domain. To address this deficiency, this paper aims to conceptualise forgiveness as a customer coping strategy in the context of service failure incidents....

Valid and reliable measures are critical to theory development as they facilitate theory testing in empirical research. Efforts in scale development have been put on ensuring aspects of validity. In this paper, the authors address a specific topic of construct validity assessment in scale development. Using data from the five leading IS journals be...

Given the fast growth of mobile technology services in some countries and the relatively slow growth in others, it is important to understand the factors that contribute to the adoption of these applications in Australia. Drawing from the Technology Acceptance Model, Domestication Research, and Uses and Gratification Research, this study develops a...

This article discusses the validation of the Business-to-Employee (B2E) Portal User Satisfaction (B2EPUS) scale in the South African context. The results indicate that the scale remains reliable and valid outside its country of origin and is applicable to other industries, particularly mining, petrochemical, consulting, and retailing. Industry prac...

Purpose – This paper aims to develop a customer typology based on consumer attitude towards information privacy and examine the driving factors of privacy concern. Design/methodology/approach – A sample of 456 Australian consumers who have applied for a credit card or mortgage is used in this study. Consumer concern with privacy statements, the pr...

The purpose of this paper is to develop and validate the business-to-employee portal user satisfaction (B2EPUS) measure. Five sequential stages of scale development were undertaken to achieve this purpose: conceptual model development, item generation, content validation, exploratory study, and confirmatory study. Confirmatory factor analysis confi...

The last decade has seen the proliferation of business-to-employee (B2E) portals as integrated, efficient, and user-friendly technology platform to assist employees to increase their productivity, as well as for organizations to reduce their operating costs. To date, very few studies have focused on determining the extent to which the portal implem...

Advances in Information Technology (IT) and the rapid growth of the Internet use over the

he last decade has seen the proliferation of business-to-employee (B2E) portals as integrated, efficient, and user-friendly technology platform to assist employees to increase their productivity, as well as for organizations to reduce their operating costs. To date, very few studies have focused on determining the extent to which the portal impleme...

Advances in Information Technology (IT) and the rapid growth of the Internet use over the

Advances in Information Technology (IT) and the rapid growth of the Internet use over the past decade have considerably changedthe way organisations interactwith their employees. An increasing number of organisations have implemented a Business-to-Employee (B2E) portalas a communication and facilitating tool to assist employees inperformingadminist...

This paper presents the development of user satisfaction scale with B2E portals. A conceptual model of the B2E Portal User Satisfaction (B2EPUS) is derived from existing literatures in this domain. The procedures to generate items, to collect data for exploratory and confirmatory study, and to purify the scale are also described. In addition, the p...

Content validation is one type of validity testing in the instrument development process requiring careful attention. The general view is that it must be carried out prior to investigating other types of validity. However, to date, very few IS researchers have performed and reported thorough content validation procedures when validating an instrume...

Rapid changes in the Internet technology present businesses with significant challenges and opportunities. Having made major investment on B2B and B2C aspect of e-business, businesses are now looking to adopt B2E portal technology to improve organisational effectiveness and employee moral. However, the lack of a suitable framework may seriously imp...

Deriving from the Apparatgeist as well as Uses and Gratification theories, this paper proposes a conceptual framework for better understanding determinants of adoption of mobile entertainment services. It is proposed that symbolic use, perceived enjoyment, social escapism, and social norm will affect the adoption of such services. Mobile phone cons...