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Problem definition: Mitigating the COVID-19 pandemic poses a series of unprecedented challenges, including predicting new cases and deaths, understanding true prevalence beyond what tests are able to detect, and allocating different vaccines across various regions. In this paper, we describe our efforts to tackle these issues and explore the impact on combating the pandemic in terms of case and death prediction, true prevalence, and fair vaccine distribution. Methodology/results: We present the methods we developed for predicting cases and deaths using a novel machine-learning-based aggregation method to create a single prediction that we call MIT-Cassandra. We further incorporate COVID-19 case prediction to determine true prevalence and incorporate this prevalence into an optimization model for efficiently and fairly managing the operations of vaccine allocation. We study the trade-offs of vaccine allocation between different regions and age groups, as well as first- and second-dose distribution of different vaccines. This also allows us to provide insights into how prevalence and exposure of the disease in different parts of the population can affect the distribution of different vaccine doses in a fair way. Managerial implications: MIT-Cassandra is currently being used by the Centers for Disease Control and Prevention and is consistently among the best-performing methods in terms of accuracy, often ranking at the top. In addition, our work has been helping decision makers by predicting how cases and true prevalence of COVID-19 will progress over the next few months in different regions and utilizing the knowledge for vaccine distribution under various operational constraints. Finally, and very importantly, our work has specifically been used as part of a collaboration with the Massachusetts Institute of Technology's (MIT's) Quest for Intelligence and as part of MIT's process to reopen the institute.
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PurposeThis paper aims to formulate a hedonic pricing model for Japanese rice wine, sake, via hierarchical Bayesian modeling estimated using an efficient Markov chain Monte Carlo (MCMC) method. Using the estimated model, the authors examine how producing regions, rice breeds and taste characteristics affect sake prices.Design/methodology/approachThe datasets in the estimation consist of cross-sectional observations of 403 sake brands, which include sake prices, taste indicators, premium categories, rice breeds and regional dummy variables. Data were retrieved from Rakuten, Japan's largest online shopping site. The authors used the Bayesian estimation of the hedonic pricing model and used an ancillarity–sufficiency interweaving strategy to improve the sampling efficiency of MCMC.FindingsThe estimation results indicate that Japanese consumers value sweeter sake more, and the price of sake reflects the cost of rice preprocessing only for the most-expensive category of sake. No distinctive differences were identified among rice breeds or producing regions in the hedonic pricing model.Originality/valueTo the best of the authors' knowledge, this study is the first to estimate a hedonic pricing model of sake, despite the rich literature on alcoholic beverages. The findings may contribute new insights into consumer preference and proper pricing for sake breweries and distributors venturing into the e-commerce market.
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How integrating DFSS into agile software development can help address the human aspects of these processes A German university of applied sciences with about 5,500 students needed new software due to COVID-19-related laws and decrees that required universities to perform contact tracking in case of potential COVID-19 exposure. Agile is a software development philosophy based on using self-organized teams.2 The goal of agile is to develop a basic working version of the software quickly, and continuously improve the software and add more features in accordance with customer or stakeholder wishes.3 Unlike many other software development methods, agile does not have predefined stages or documents4 and is ideally suited to coping with evolving and changing stakeholder requirements.5 One advantage of agile is discovering software design flaws quicker than classic stage-based software development models.6 Finding design flaws quickly is advantageous because fixing the software design late in the project is costly and time consuming. The problem statement was a verbal "digitize contact tracking," and there were frequent attempts to expand the project to include additional objectives such as ensuring people maintained social distancing, registering students for study spaces and improving carbon dioxide monitoring. Leveraging DFSS While agile is well suited to software development, it is less suited to dealing with many of the organizational problems that were encountered. [...]future projects would benefit from integrating a DFSS framework into such projects.
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PurposeDespite the abundant literature on panic buying during COVID-19 pandemic, the several causes and consequences of panic buying have been enormously ignored. The purpose of this study is to emphasize the consumer's behavior during the COVID-19 pandemic and illustrate the comprehensive theoretical model of consumers' panic buying to investigate its causes and consequences in a developing country empirically to uncover this gap.Design/methodology/approachThe authors collected data from 419 households of all socioeconomic classes of Bangladesh. A hierarchical regression model analyzed the data.FindingsThis study finds that internal and external factors such as rumors, government strategies, fear and anxiety and health security significantly affect consumers' panic buying behaviors. This finding supports some theories of human behavior. This study also finds that panic buying has internal and external consequences such as price hike, shortage of supply of products, dissatisfaction of consumers and increase in utility (benefit) of the products but not on consumer's budget. This finding supports as well as contradicts some established theories of human and consumer behavior.Originality/valueThis study proves that panic buying cannot help the consumers and they are the ultimate sufferers of this. The findings of this study will help the government, media, suppliers and consumers to interact properly to maintain panic buying during a pandemic crisis. Giving a holistic explanation of the causes and consequences of panic buying by introducing some novel variables is a momentous strength of this study.
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Technology-empowered investigation into corporate social responsibility story Emerging technologies transform not only the way customers and firms interact, but also the way researchers can study such interactions. The STM analysis enabled the investigation of a large volume of company created communications, press releases, media articles and consumer-generated tweets over three years and generated underlying CSR themes frequently argued in the sources and address discrepancies between company's communications about their CSR efforts and new media and consumers' communications about the issue. [...]while this special section has a clear set theme, each article takes a different perspective and addresses a cutting-edge matter. [...]we believe that each of the articles helps us to be attentive to the current rapid evolution of the retail industry in connection with retailers' implications of various digital innovative technologies.
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PurposeThis study aimed to provide an exploratory analysis of digitalization processes in small professional service firms (SPSFs) by examining their main drivers and barriers and their impact on customer management practices, considering the intra-organizational, inter-organizational and service offering dimensions.Design/methodology/approachThis study adopted a qualitative, exploratory and inductive research methodology based on in-depth interviews with 19 owners or consultants of small tax/accounting firms, focusing on the role of digitalization in their internal and external processes.FindingsThe findings reveal external and internal barriers to and drivers of digitalization, as well as its effects on customer management practices. They also reveal the emergence of tensions related to the intra-organizational, inter-organizational and service offering dimensions.Originality/valueThis work contributes to the research on the role of digital technologies in the professional service sector, with a focus on SPSFs, which has thus far received limited attention. This research highlights the complexity of combining increasingly standardized processes and services with the need to maintain flexibility and informality in internal and external interactions.
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PurposeDrawing on a strategic agility perspective, the authors develop a theoretical framework and empirically examine how digital platform adoption and capability impact business performance via digital-enabled strategic agility in the context of professional service firms.Design/methodology/approachThe authors propose and examine a conceptual framework based on survey data from 127 professional service firms in New Zealand.FindingsThis study reveals the impact of digital platform capability on the business performance of professional service firms that employ digital platform technologies. The results suggest that organizational innovation and managers' creative efficacy will be used as distal antecedents and contribute to digital platform capabilities. In addition, digital strategic agility can mediate the link between digital platform capabilities and business performance.Originality/valueThis study is one of the first to investigate when and how digital platforms empower professional service firms. This study reveals the role of digital strategic agility and digital platform capabilities in knowledge-intensive enterprises. This research advances the development of knowledge-based economy in the information age by applying and extending strategic agility to the uncertain and volatile business environment. The authors' new conceptualization provides a deeper understanding of how and why professional services business and organizations can adapt to the post-COVID era smoothly and successfully.
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PurposeThe Covid-19 pandemic has a strong effect on societies, business and consumers. Governments have taken measures to reduce the spread of the pandemic, such as social distancing and lockdowns. The latter has also resulted in a temporary closure of physical stores for "non-essential” retailing. Covid-19 thus has a profound impact on how people live. The period of relative isolation, social distancing and economic uncertainty changes the way we behave. New consumer behaviors span all areas of life, from how we work to how we shop to how we entertain ourselves. These shifts have important implications for retailers. This paper aims to discuss the potential structural effect on shopping behavior and retailing when Covid-19 measures are no longer needed and society moves back to a normal situation.Design/methodology/approachThe paper synthesizes empirical and conceptual literature on the consequences of COVID-19 and introduces a conceptual framework along with a set of predictions that can be investigated with empirical data.FindingsThis study suggests that Covid-19 shapes both consumer needs and behavior and how retailers respond to these changes. Moreover, it suggests that this will not only affect market outcomes (i.e. retail sales and market share online) but also firm outcomes (i.e. customer experience, firm sales) and importantly the competition between online and offline retailers.Originality/valueIn the conceptual framework, this study aims to advance knowledge on longer-term outcomes (vs immediate outcomes such as panic buying) and how COVID-19 is changing the competitive landscape of retail.
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[...]Pemer (2021) shows that frontline workers in knowledge-intensive professional services are influenced by the fit between technological innovations and type of intelligence their services are built on coupled with their occupational identities and the service climate in their organizations. [...]the indiscriminate adoption of emerging digital technologies by professional services providers may restrict their ability to standardize complex recurring tasks while continuing to offer customized services to address the unique needs of their diverse customer base. [...]we received 23 submissions out of which 15 were rejected due to either a lack of fit with the theme of this special issue or an unclear or poor contribution. Based on their approaches and contributions, we have classified these eight papers into three broad themes, namely (1) Diverse theoretical perspectives, including strategic agility perspective (Liu et al., 2023), theory of resources and capabilities (Marino-Romero et al., 2023) and a multidisciplinary perspective (Panda et al., 2023);(2) Challenges in digitalization process, for professional legal firms (Kronblad et al., 2023) and small professional services firms (Cardinali et al., 2023) and (3) Practical applications of digitalization: the role of transformational leadership and technology-mediated knowledge sharing (TMKS) (Nguyen, 2023), AI usage in CXO decision-making (Kondapaka et al., 2023) and the use of computerized text analysis to predict customers' evaluation of their service experience (Ferreira et al., 2023). [...]the third paper under this theme by Panda et al.
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Purpose>This paper focuses on the wine tourist market in the central region of Portugal, and it aims to analyze the wine tourist's demographic and travel behavior and preferences profile, based on their level of wine involvement.Design/methodology/approach>This paper presents results from an exploratory study with a quantitative design, including a total of 1,029 survey responses from visitors of three wine routes. A K-mean cluster analysis was carried out, and the emerging groups of wine tourists were statistically compared (ANOVA or Chi-squared test).Findings>Participants present a demographic profile of the wine route visitor similar to that found in other studies, with an average involvement with wine. There were three clusters of wine tourists, with different levels of involvement with wine: less wine-involved;medium wine-involved;and highly wine-involved. Significant differences between the three mentioned categories are visible for gender, age and attractions visited and expenses, suggesting the possibility of a differentiated market approach. Additionally, most respondents report high interest in a variety of attractions that are not exclusively wine-related. This finding supports the conceptualization of (particularly rural) wine tourism as "terroir tourism.”Research limitations/implications>The pandemic context in which data collection was undertaken led to a smaller sample than expected, which was also more domestic than would have been in "non-COVID” times.Practical implications>This study provides relevant insights about visitors of wine routes in Central Portugal, which may resonate in other wine tourism destinations. Implications for both theory and practice are also discussed.Originality/value>This paper fulfills an identified need to study the wine tourism market in the Central Region of Portugal and expands our understanding about wine tourists' profiles, behavior and interests, adding with empirical findings to the debate on heterogeneity in the wine tourist market, the role of wine involvement and of terroir.
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Purpose>This study aims to empirically develop a reliable and valid instrument measuring the online service quality in the context of the banking sector in India.Design/methodology/approach>The methodological framework of this research comprises developing an instrument that is based on previous literature, qualitative and quantitative procedure. The study used the survey method and collected data via a well-structured questionnaire from a sample of active Internet banking users. The proposed instrument is identified by the data-reduction technique that is exploratory factor analysis (EFA), and validated through the confirmatory factor analysis (CFA).Findings>The results confirmed that the digital banking service quality scale (DBSQual) contains 24 items in seven dimensions: (1) web architecture, (2) user friendliness, (3) efficiency of website, (4) reliability, (5) responsiveness, (6) security and (7) personalization. The relationship between digital banking service quality and e-customer satisfaction has also been found to be significant in this study.Research limitations/implications>The results of this study do not find general application for different banks operating in the same sector in India. More testing of DBSQual is required across various different contexts for validity augmentation. In addition, findings would be more reliable if the non-Indian context could be taken into consideration. Thus, such limitations open a window for future research.Practical implications>This study is quite fruitful for the banking organizations in measuring their online services, and enables them to implement their marketing and operational strategies more effectively and efficiently.Originality/value>The contribution of this study is the development and validation of a new instrument that is DBSQual that contains seven determinants of customers' e-service quality perception, emphasis on measuring online service quality in the Indian banking sector. These determinants will offer banks a promising starting idea for establishing an effective quality management for their online businesses. They will be able to increase the opportunities by tapping themselves at a competitive edge.
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Purpose>This study aims to identify and validate the different clusters of wine consumers in India based on the wine-related lifestyle (WRL) instrument. It also investigates how the identified clusters differ in terms of socio-demographic characteristics, such as age, gender, income, education, employment and marital status.Design/methodology/approach>The authors conducted a survey using a structured questionnaire to collect data from wine consumers in India. The number of participants totalled to 432. The authors first identified the clusters using latent profile analysis. The authors then used the decision tree analysis based on a recursive partitioning algorithm to validate the clusters. Finally, the authors analysed the relationship between the identified clusters and socio-demographic characteristics using correspondence analysis.Findings>Three distinct segments emerged after data were subjected to latent profile analysis, namely, curious, ritualistic and casual. The authors found that the curious cluster had a high mean score for situational and social consumption while the ritualistic cluster had a high mean for ritualistic consumption. The findings also suggest that the casual cluster had more female wine consumers.Originality/value>This study makes methodological contributions to the wine consumer segmentation approach. First, it adopts a latent profile analysis to profile Indian wine consumers. Second, it validates the obtained clusters using the decision tree analysis method. Third, it analyses the relationship between the identified clusters and socio-demographic variables using correspondence analysis, a technique far superior to the Chi-square methods.
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COVID-19 has a dramatically negative effect globally, so all transportation modes also airfreight have been affected negatively. This study aims to forecast the airfreight load factor by applying time series to the selected variables. After providing general information about COVID-19, the forecasting results apply to the time series modeling finding the getting back time into the recovery period. It analyzes between January 2016-May 2021 with available tonne-kilometer, revenue tonne-kilometer, load factor, gross domestic product, domestic and international freight. The findings show that the cargo load factor is affected by domestic transportation in the long-term and international transport in the short-term periods. So, airfreight is firstly affected by international transport due to its global position. The forecast results show that the recovery period started in February 2021 and will continue with a robust growth trend in July 2021 due to the changing airlines' focus on freight transportation. After the completion of vaccination, primarily related to passenger transportation, airfreight transportation also benefits from this growth trend with the configuration change of aircraft'. This paper's contribution shows the necessity to minimize the economic damage by using passenger aircraft for freight transport to increase the speed of the recovery period in terms of GDP.
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Purpose>This paper aims to find out if it is possible to consider live virtual tours, in the connotation assumed during the COVID-19 outbreak, as experiential tourism products. The paper focuses on Holbrook's “four Es” (“experience”, “entertainment”, “exhibitionism” and “evangelising”) to study the experience of live virtual tours.Design/methodology/approach>This article develops an exploratory analysis and presents a content analysis of 1052 reviews of 108 live virtual tours posted on TripAdvisor and Viator.Findings>The findings show that live virtual tours are perceived as experiences, all “four Es” are covered and two more sub-categories emerge.Research limitations/implications>The analysis is limited to the perception of tourists that are confident with the technology, to a small sample and a period of travel restrictions due to the COVID-19 outbreak.Practical implications>Live virtual tours create a new segment, which “travels from home”. This does not preclude tourists from deciding to physically visit the places seen virtually.Originality/value>Research on the analysis of the reviews of live virtual tours has not yet been carried out.
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Purpose>Digital transformation (DT) is a priority for the healthcare sector. In many countries, it is still considered in the early stages with an underestimation of its benefits and potentiality. Especially in Italy, little is known about the impact of digitalization – particularly of the Internet of Things (IoT) – on the healthcare sector, for example, in terms of clinician's jobs and patient's experience. Drawing from such premises, the paper aims to focus on an overlooked healthcare area related to the chronic heart diseases field and its relationship with DT. The authors aim at exploring and framing the main variables of remote Monitoring (RM) adoption as a specific archetype of healthcare digitalization, both on patients and medical staff level, by shedding some lights on its overall implementation.Design/methodology/approach>The authors empirically inquiry the RM adoption within the context of the Cardiology Department of the Casilino General Hospital of Rome. To answer our research question, the authors reconstruct the salient information by using induction-type reasoning, direct observation and interviewees with 12 key informants, as well as secondary sources analysis related to the hospital (internal documentation, presentations and technical reports).Findings>According to a socio-technical framework, the authors build a model composed of five main variables related to medical staff and patients. The authors classify such variables into an input-process-output (I-P-O) model. RM adoption driver represents the input;cultural digital divide, structure flexibility and reaction to change serve the process and finally, RM outcome stands for the output. All these factors, interacting together, contribute to understanding the RM adoption process for chronic disease management.Research limitations/implications>The authors' research presents two main limitations. The first one is related to using a qualitative method, which is less reliable in terms of replication and the interpretive role of researchers. The second limitation, connected to the first one, is related to the study's scale level, which focuses on a mono-centric consistent level of analysis.Practical implications>The paper offers a clear understanding of the RM attributes and a comprehensive view for improving the overall quality management of chronic diseases by suggesting that clinicians carefully evaluate both hard and soft variables when undertaking RM adoption decisions.Social implications>RM technologies could impact on society both in ordinary situations, by preventing patient mobility issues and transport costs, and in extraordinary times (such as a pandemic), where telemedicine contributes to supporting hospitals in swapping in-person visits with remote controls, in order to minimize the risk of coronavirus disease (COVID-19) contagion or the spread of the virus.Originality/value>The study enriches the knowledge and understanding of RM adoption within the healthcare sector. From a theoretical perspective, the authors contribute to the healthcare DT adoption debate by focusing on the main variables contributing to the DT process by considering both medical staff and patient's role. From a managerial perspective, the authors highlight the main issues for RM of chronic disease management to enable the transition toward its adoption. Such issues range from the need for awareness of the medical staff about RM advantages to the need for adapting the organizational structure and the training and education process of the patients.
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Purpose>The authors explore neuro-enhanced reality (NeR) as a novel approach for enhancing service communication between customers, frontline employees, and service organizations that extends beyond current state-of-the-art approaches based on augmented reality (AR) and virtual reality (VR) technologies.Design/methodology/approach>The authors first take stock of research on reality-enhanced service communication with AR and VR, then complement these insights with emerging neuroscientific research to conceptualize how NeR enables innovative forms of service communication. On this basis, the authors develop a research agenda to guide the future study and managerial exploitation of NeR.Findings>AR and VR already offer unique affordances for digital-to-physical communication, but these can be extended with NeR. Specifically, NeR supports neuro-to-digital and digital-to-neuro communication based on neuroimaging (e.g. controlling digital content through thought) and neurostimulation (e.g. eliciting brain responses based on digital content). This provides a basis for outlining possible applications of NeR across service settings.Originality/value>The authors advance knowledge on reality-enhanced service communication with AR and VR, whilst also demonstrating how neuroscientific research can be extended from understanding brain activity to generating novel service interactions.
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Purpose>Wicked problems require holistic and systemic thinking that accommodates interdisciplinary solutions and cross-sectoral collaborations between private and public sectors. This paper explores how public relations (PR) – as a boundary-spanning function at the nexus of corporate and political discourse – can support societies to tackle wicked problems.Design/methodology/approach>This conceptual paper synthesizes literature on PR with a service ecosystem perspective. The authors use the service ecosystem design framework to structure the PR literature and develop a model of service ecosystem shaping for social change, which highlights the important role that PR can play in shaping processes.Findings>The authors explicate how PR can (1) facilitate value cocreation processes between broad sets of stakeholders that drive positive social change, (2) shape institutional arrangements in general and public discourse in particular, (3) provide a platform for recursive feedback loops of reflexivity and (re)formation that enables discourse to ripple through nested service ecosystems and (4) guide collective shaping efforts by bringing stakeholder concerns and beliefs into the open, which provides a foundation for collective sense-making of wicked problems and their solutions.Originality/value>This paper explains the complexity of shaping service ecosystems for positive social change. Specifically, it highlights how solving wicked problems and driving social change requires reconfiguration of the institutional arrangements that guide various nested service ecosystems. The authors discuss in detail how PR can contribute to the shaping of service ecosystems for social change and present a future research agenda for both service and PR scholars to consider.
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Purpose>This study statistically examines the shifting distribution channels in the American wine industry based on the growth trajectory of sales, seasonality and disruption due to consumers switching to online platforms. The purpose of this paper is to design a model that will have general applicability beyond the wine industry.Design/methodology/approach>The research uses regression-based additive decomposition of time series data to predict the trajectory of the market share for the digital distribution channel. The study develops a statistical prediction model using time series data between 2007 and 2020, inclusive, sourced from US Annual Wine Reports and Bureau of Alcohol, Tobacco and Firearms databases.Findings>The results show an increasing trajectory of wine sales through the online distribution channel with predictable seasonality. The disruptive effects of consumer switching behavior point to a steady increase in sales due both to increasing demand and accelerating switching. Nevertheless, the model shows that bricks and mortar purchases will remain strong and continue to account for the bulk of wine sales. COVID-19 has caused a step function increase in online sales but this should moderate after the crisis subsides and can be tested further.Originality/value>This study is original in developing a model for an industry where bricks and mortar sales are growing and are expected to remain strong while there is still identifiable switching to online sales. The wine industry presents a classic case of accelerating switching behavior where there is still a strong franchise for in-store purchases. The model should have general applicability to distribution channels beyond the wine industry where steady growth, marked seasonality and disruptive consumer switching are in evidence.
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Purpose>A two-dimensional (2D) body measurement system was implemented to study the application of sportswear design in measurement garment development. A total of 50 participants were recruited. The basic demographic information and sportswear preference data were collected through a survey to understand consumer preferences and acceptance of the new designs. The body measurements were collected through both the selected 2D measurement system and a commercial three-dimensional scanning booth to evaluate measurement accuracy.Design/methodology/approach>Finding the right size has been a long-existing problem for clothing consumers. Size problem is the most common reason for e-commerce returns and adds a high cost for retailers. One possible solution is to offer consumers an easy-to-use method that extracts accurate body measurements to be used for clothing size selection. The purpose of this research is to apply sportswear design elements on measurement garments to see if consumers’ interest in using the 2D measurement system can be increased without influencing the measurement accuracy.Findings>The results showed that the added design features increased consumers’ interest in using 2D body measuring technology without significantly influencing measurement accuracy.Originality/value>This research applied sportswear elements to convert a 2D measurement bodysuit to a fashionable clothing product. The solution resolved users’ privacy concerns and increased their acceptance and use of the technology. Other studies have not focused on using aesthetic features to improve the 2D measurement technology.
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Purpose>The purpose of this paper is to investigate the impact of multidimensional service quality on word of mouth (WOM) in university on-campus healthcare centers.Design/methodology/approach>Data were collected from self-administered questionnaires involving a sample of 407 currently enrolled student-patients visiting the on-campus university healthcare centers in the Jordanian capital, Amman. Non-probability convenience sampling was performed in this study. Factor analysis and multiple and hierarchical multiple regression methods were used to analyze the data and test the proposed relationships.Findings>The results show that the primary dimensions (administration quality, interpersonal quality and technical quality) had a significant and positive impact on WOM, with administration quality appearing as the most influential factor leading to WOM. At the subdimensions level, the findings of this study revealed that interaction activity had the most significant predictive value on WOM compared to the other service quality subdimensions. An insignificant relationship between atmosphere, tangibles, relationship activity and WOM was found.Practical implications>This study suggests that university administrators and managers of other high-contact service sectors (e.g. hospitality and travel services, tourism education services, financial and insurance services and public services) ought to take into consideration both service quality subdimensions and satisfaction as significant strategic endpoints, as these inputs provide a roadmap for administrators to elicit positive WOM from customers with regard to their businesses.Originality/value>This study provided its contribution by presenting a comprehensive model of WOM formation and offering specific insights for the on-campus healthcare centers in higher education institutions. This is also the first study conducted in the Middle East, particularly in Jordan.