Customer citizenship behavior in the online shopping environment is vital to the success of e-retailers. However, it is unclear whether and how service recovery expectation and recovery justice predict customer citizenship behavior in e-retailing settings. Grounded on the expectation confirmation theory and social exchange theory, this study examined the influence of service recovery expectation and recovery justice on customer citizenship behavior with a serial mediation of recovery expectation confirmation and post-recovery satisfaction. A total of 774 samples from e-shoppers with most (...) impressive and most recent service recovery experience were collected to test the hypotheses using structural equation modeling and bootstrapping procedures. This study reveals that service recovery expectation has a negative impact on recovery expectation confirmation, while recovery justice positively affects recovery expectation confirmation, which is further positively correlated with post-recovery satisfaction and customer citizenship behavior. Moreover, recovery expectation confirmation and post-recovery satisfaction play a serial mediation in the relationship between service recovery expectation and recovery justice, and customer citizenship behavior. Our study contributes to the growing body of customer citizenship behavior literature by offering an alternative perspective to understand what encourage or impede customer citizenship behavior, and expands service recovery literature by combining service recovery expectation and recovery justice into a framework and revealing the expectation–confirmation mechanism through which they influence post-recovery satisfaction in online shopping setting. (shrink)

The economic and cultural effects of sports films have attracted close attention from academia as well as the industry. In this paper, two sub-studies were conducted to explore the empathy mechanism performance of the interest-related community in sports films. In Study 1, the film Lead was applied as an example and used network text analysis to analyze the discourse characteristics and structure of its interest-related community to grasp the practice regularities. More specifically, the results in Study 1 show that the (...) theme feature, brand building, technological innovation, and spirit communication are the key factors that affect an individual's empathy for sports films. In Study 2, I conducted a survey to explore the empathy mechanism of sports films in the new age to provide a theoretical reference for the high-quality development of films. The above-mentioned four main factors have positive impacts on empathy: affective empathy and cognitive empathy. (shrink)

La presente investigación busca analizar la implementación de estrategias gamificadas en el modelo de gestión del conocimiento a nivel organizacional. Como metodología se realizó una revisión literaria mediante el análisis de la identificación y transmisión del conocimiento, medios y tecnología, toma de decisiones, cultura organizacional y competencia. Se obtuvo 50 artículos sobre el uso de la gamificación y la gestión del conocimiento. Los resultados identifican sus aportes en la apropiación, socialización y transferencia del conocimiento, en el capital humano. Finalmente, se (...) identifica que la gamificación facilita los procesos relacionados con el modelo de gestión del conocimiento en las organizaciones. (shrink)

The purpose of this research is to investigate the effectiveness of Digital Content Marketing on a Mixed Reality training platform environment with the consideration of online purchase intention through social media. E-commerce today encounters several common issues that cause customers to have reservations to purchase online. With the absence of physical contact points, customers often perceive more risks when making purchase decisions. Furthermore, online retailers often find it hard to engage customers and develop long-term relationships. In this research, a Structural (...) Equation Model is proposed to examine the efficacy of DCM from both immediate and long-term OPI. The results examine whether adopting DCM on an MR training platform environment through social media brings positive results in OPI. Empirical research was carried out through online questionnaires collected in 2021 and 2022. A total of 374 questionnaires were qualified for data analysis in this study, conducted with IBM SPSS and AMOS. The results imply that DCM is critical to stimulating both immediate and long-term OPI. The immediate OPI is positively affected by increasing perceived value through MR in DCM. Regarding the long-term OPI, increased customer engagement with DCM under MR environment can cultivate brand trust and significantly affect the long-term OPI. (shrink)