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Purpose – The purpose of this paper is to examine the process of investigation of employee harassment via social media to develop best practices to help organisations conduct such investigations more effectively. Design/methodology/approach – It reviews the technical, managerial and legal...
Purpose – The purpose of this study is to seek to quantify how unique service resources and consumer habit affect e-service loyalty (e-loyalty) in a highly competitive market. This study is grounded on Chinese social networking service (SNS) industry. A resource-based view is introduced as an...
Purpose – The purpose of this study is to explore the general and specific gratifications obtained from using microblog and WeChat. Design/methodology/approach – To shed light on the difference of gratifications to use microblog and WeChat, 18 interviews with social media users in China were...
Purpose – The purpose of this paper is to demystify Lean for service innovation by investigating its benefits and risks. Lean innovation is a relatively new approach which is advocated in management literature. Little scientific work about its practice exists in the field. Although the Lean...
Purpose – The purpose of this study is to explore the influence of electronic word-of-mouth (eWOM) on outbound tourists’ intention to visit a destination through a dual-process perspective – the central route of argument quality (AQ) and the peripheral route of source credibility (SC). With the...
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