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Marketing researchers currently lack a systematic and empirical understanding of digital social viewing strategies. Drawing on social impact theory, this study aims to investigate if and how firm-initiated digital social viewing strategies (livestreaming vs pre-recorded) influence consumer viewing experiences and consequential behavioral intentions.

A scenario-based experiment was conducted with 462 participants. The study involved social viewing strategies in a new product launch context. Data were analyzed using structural equation modeling.

This study demonstrates that social influence cues (social presence and synchronicity) inherent in a livestreaming strategy induce a more authentic consumer viewing experience than a pre-recorded strategy, which in turn increases consumers’ searching and subscribing intention. However, a company’s social viewing strategy does not moderate the effect of search and subscribe intention on purchase intention.

This study extends the application of social impact theory by showing that social presence and synchronicity impact authentic consumer viewing experiences, which influence consumers’ searching, subscribing and purchasing intention.

This study validates the importance of using social viewing as a viable digital marketing strategy for practitioners. The paper provides marketers ways to increase consumer purchase intention via livestreaming marketing content, particularly for new products.

This study extends the traditional research on social viewing into the realm of digital social viewing. It is among the first to delineate the advantages of both livestreaming and pre-recorded social viewing approaches.

This paper aims to investigate if perceived cultural distance (PCD) negatively affects service quality and customer satisfaction through customers’ social judgements of the service providers’ warmth and competence in intercultural service encounters (ICSE), and if this negative effect can be mitigated through customer participation (CP).

A 2 × 2 between-subjects experimental design with an online consumer panel was conducted using a series of intercultural service encounter scenarios (in the weight loss service context) to manipulate CP (high vs low) and pictures of service providers to induce PCD (high vs low).

As hypothesized, in the context of ICSE, PCD negatively impacts customers’ social judgements of the service providers’ warmth and competence, which in turn influence service quality and customer satisfaction. However, the negative impact of PCD is alleviated when the level of CP is high.

Using a single service context (weight loss services) may restrict the generalizability of findings. Future research may explore other service contexts.

To improve customers’ experience, managers in service firms with multicultural customers may create more engagement opportunities by designing the service delivery process in ways in which more CP and involvement is allowed.

This research is among the first to highlight the importance of consumers’ social judgements about culturally dissimilar service providers, which at baseline come with disadvantages but that can be altered through marketing actions (e.g. enhanced CP).

Crowding in service environments is a constant concern for many firms due to the negative consequences it has on consumers and companies alike. Yet, scant empirical research exists on firm-generated initiatives aimed at improving customer service experiences in crowded situations. The purpose of this paper is to investigate how information, a managerially actionable variable, influences social interactions (in the form of customer social withdrawal and citizenship behavior) and service experience.

Two experimental studies were conducted using an extended service context.

This research demonstrates that receiving information about crowds in advance results in heightened social withdrawal, which improves customer service experience. However, providing consumers with a platform to share crowding information increases customers’ citizenship behavior toward service employees and other customers, which, in turn, improves customer service experience.

For extended service encounters (e.g. air travel) where social interactions are inevitable, companies should encourage customers to share their real-time experiences with other customers in hopes of creating more positive social interactions (e.g. citizenship behavior) within the crowded environment.

Existing investigations of crowding stem from an overemphasis on the physical and atmospheric aspects of the environment by treating crowds as a “fixture” in the servicescape, rather than as “active participants” involved in the crowding environment. While the mere presence of crowds alone has negative effects, this research takes it a step further by examining interactions among and between customers and service employees within the crowded service environment.

Governments around the world have used social distancing methods to slow the spread of COVID-19. Some people, however, have ignored repeated warnings about the need to maintain social distance. The purpose of this study was to segment individuals based on their perceptions of social distancing with respect to shared constructs, such as attitudes and demographic profiles. The findings can assist social marketing efforts to target specific groups for health campaigns.

This study used a priori methods, meaning that the type and number of segments were determined in advance. Amazon’s Mturk was used to collect data from an online sample of US residents (n = 759) in May 2020, in the midst of the COVID-19 pandemic.

Individuals’ perceptions of social distancing were segmented as follows: Segment 1 = majority social distancing followers; Segment 2 = social distancing inbetweeners; and Segment 3 = minority social distancing rebels. Interestingly, some of these segments were strongly affiliated with political parties. In addition, the results show attitudes toward social distancing appear to be influenced by individuals’ beliefs regarding their susceptibility to coronavirus and the potential severity of the symptoms or disease’s impact on their lives.

This study makes several theoretical and practical contributions to the literature on these issues. In particular, it involved the application of the health belief model to the context of attitudes toward social distancing, which were found to be influenced by individuals’ beliefs regarding whether they are susceptible to coronavirus infection and whether the symptoms or disease could have a significant effect on their lives.

The results of this study will assist public health researchers, social marketers and policymakers in efforts to improve the effectiveness of health campaigns. Public health campaigns in the USA need to be bi-partisan. The finding that the social distancing rebels were mostly Republicans is consistent with an earlier report that those who identify with this party were less convinced than those who identified with the Democratic party regarding the efficacy of maintaining social distancing measures and more concerned about the adverse effects of these measures on the economy.

Only a few studies have segmented populations based on their perceptions of social distancing. This study was designed to understand the distinguishing features of such segments to enhance health messaging and content and convince those reluctant to engage in social distancing to view the issue from the perspective of marketing and medical practitioners.

In responding to the Coronavirus (COVID-19) pandemic, drastic public health measures such as social distancing and lockdowns have been implemented across the globe to slow the spread of the virus. In the USA, the public's reaction to social distancing has been mixed, evident in a high number of people flocking to beaches, bars and shops as coronavirus cases soar. Public health officials have issued strong warnings about the danger people face but the problem persists. To fill this gap, informed by the theory of planned behavior (TPB), this research explores why many people refuse to practice social distancing.

Two studies were conducted during the ongoing COVID-19 pandemic. In the first study, a sample of 750 respondents was recruited from a US online consumer panel to complete a structured survey questionnaire. The data were analyzed using confirmatory factor analysis and structural equation modeling. In the second study, an open-ended questionnaire was administered to 50 US online participants to further uncover people's in-depth perceptions and perspectives toward the pandemic and social distancing. Thematic analysis was used to analyze the data.

The results from the first study show that risk-taking attitude, authoritarianism and subjective norm are significant predictors of social distancing intention and behavior, through perceived severity of COVID-19. Four themes emerged from the second study, which are consistent with the proposed conceptual framework in the first study.

Theoretically, the authors’ findings first contribute to the emerging marketing literature that focuses on creating sustained positive changes and improving the well-being of consumers, communities and societies. Secondly, their findings corroborate with previous findings documented in the social influence literature by showing that during the times of uncertainty and confusion such as COVID-19, social norms (not forced by laws and regulations) play the most critical role in influencing a voluntary, socially beneficial behavior (such as social distancing). Third, this study extends the application of the TPB into the realm of social distancing behavior. The three main components of the TPB, namely attitude, behavioral control and subjective norm, are shown to predict social distancing behavior. Practically, the results of this research have important implications for public health policies on how to encourage positive public health behavior amid pandemics such as COVID-19.

Joint ventures (JVs) are known to create value for their parent firms, in part due to the mutually beneficial sharing of information that occurs at the JV level. Market orientation (MO) is a well-documented strategic orientation that has received little attention in the JV literature, despite considerable research suggesting that MO has a positive effect on performance. This study posits that the MO skills contributed to a new JV by parent firms are likely to play a central role in a shareholder's assessment of the potential for success of a newly announced JV, thereby triggering changes in market value for parent firms.

Computer-Assisted-Text-Analysis (CATA) is used to calculate MO heterogeneity from annual reports, and event-study methodology is used to assess parent firm performance. The authors rely on a US sample of 82 public JV parents involved in 41 new equally-weighted JV formation announcements.

The authors find that heterogeneity on MO's behavioral components (customer orientation, competitor orientation, and coordination) is negatively related to parent performance, while heterogeneity on MO's profitability component is positively related to parent performance. However, the effect of MO's long-term focus heterogeneity on parent performance was not supported.

The results suggest that the benefits of information sharing in partnerships may be of a nuanced nature when it comes to MO. Although heterogeneity in profitability inclination created value for parent firms announcing a new JV; heterogeneity in customer, competitor and coordination market orientations did not appear to be rewarded by shareholders.

Drawing on the fairness theory, this paper aims to propose a conceptual framework that investigates how co-creation in the failed service delivery (coproduction intensity) and co-creation in the service recovery affect customers’ evaluation of the firm’s competence, justice and ethicalness, and ultimately their willingness to co-create in the future.

Tax services were chosen as the research context. A consumer panel consisting of individuals who live in the USA and have used tax preparation services within the past year was recruited. The first study explores what happens to customers’ ethical perceptions during a failed co-created service encounter. A secondary study investigates what happens to customers’ ethical perceptions in the event that the failed co-created service is recovered.

The findings show that customers’ perceptions of the firm’s abilities and ethics are impeded by coproduction intensity but favorably influenced by co-creation of recovery.

A sense of ethicalness and fairness is violated when co-created service failure occurs, but fortunately, practitioners can count on engaging customers in the service recovery process as co-creators of the solution to positively alter perceived ethicalness and fairness.

Failed co-created services represent an under-researched area in the marketing literature. Current investigations of co-created service failures have largely approached the notion of fairness from a perceived justice perspective without referencing ethical judgments. However, fairness is grounded in basic ethical assumptions of normative treatment. This research is among the first to highlight the importance of perceived ethicalness in the context of co-created service failure and recovery.

Enterprises build online product community to expect users to contribute: opinion sharing (content contribution) and product consumption (product contribution). Previous literature rarely focused on both. The purpose of this paper is to explain user contribution mechanism by identifying content contribution and product contribution.

This research chose Xiaomi-hosted online product community (bbs.xiaomi.cn) and Huawei-hosted online product community (club.huawei.com) where users can freely share ideas and buy products at the same time. Data were crawled from 109,665 community users to construct dependent variable measurement, and 611 questionnaires were used to verify research hypotheses.

The results indicate that both cognitive needs and personal integration needs have a significant positive impact on browse behavior; social integration needs and hedonic needs have a significant positive impact on content contribution behavior. Browse behavior not only directly affects but also indirectly influences product contribution through content contribution behavior.

Findings of this research provide community managers with useful insights into the relationship between content contribution and product contribution.

This study explains the formation mechanism of user product contribution and reveals the relationship between user content contribution and product contribution in online product community. This paper provides a different way of theorizing user contributions by incorporating uses and gratifications theory into the “Motivation-Behavior-Result” framework.

With the proliferation of ideas submitted by users in firm-built online user innovation communities, community managers are faced with the problem of user idea overload. The purpose of this paper is to explore the influencing factors on the idea adoption to identify high quality ideas, and then propose a method to quickly filter high value ideas.

The authors collected more than 110,000 data submitted by Xiaomi community users and analyzed the factors affecting idea adoption using a multinomial logistic regression model. In addition, the authors also used BP neural network to predict the idea adoption process.

The empirical results show that idea semantics, number of likes, number of comments, number of related posts, the existence of pictures and self-presentation have positive impact on idea adoption, while idea length and idea timeliness had negative impact on idea adoption. In addition, this paper calculates the idea evaluation value through the idea adoption process predicted by neural network and the mean value of idea term frequency inverse document frequency (TF-IDF).

This empirical study expands the theoretical perspective of idea adoption research by using dual-process theory and enriches the research methods in the field of idea adoption research through the multinomial logistic regression method. Based on our findings, firms can quickly identify valuable ideas and effectively alleviate the information overload problem of online user innovation communities.

This study aims to present a diagnosis method to inspect the structure health for aging transport aircraft based on the postflight data in severe clear-air turbulence at transonic flight. The purpose of this method development is to assist certificate holder of aircraft maintenance factory as a complementary tool for the structural maintenance program to ensure that the transport aircraft fits airworthiness standards.

In this study, the numerical approach to analyze the characteristics of flight dynamic and static aeroelasticity for two four-jet transport aircraft will be presented. One of these two four-jet transport aircraft is an aging one. Another one is used to demonstrate the order of magnitude of the static aeroelastic behaviors. The nonlinear unsteady aerodynamic models are established through flight data mining and the fuzzy-logic modeling technique based on postflight data. The first and second derivatives of flight dynamic and static aeroelastic behaviors, respectively, are then estimated by using these aerodynamic models.

Although the highest dynamic pressure of aging aircraft is lower, the highest absolute value of static aeroelastic effects response to the wing of aging aircraft is about 3.05 times larger than normal one; the magnitude variations of angles of attack are similar for both aircrafts; the highest absolute value of the static aeroelastic effects response to the empennage of aging aircraft is about 29.67 times larger than normal one in severe clear-air turbulence. The stabilizer of aging aircraft has irregular deviations with obvious jackscrew assembly problems, as found in this study.

A lack of the measurement data of vertical wind speed sensor on board to verify the estimated values of damping term is one of the research limitations of this study. This research involved potential problem monitoring of structure health for transport aircraft in different weights, different sizes and different service years. In the future research, one can consider more structural integrity issues for other types of aircraft.

It can be realized from this study that the structure of aging transport aircraft may have potential safety threat. Therefore, when the airline managed aging transport aircraft, it ought to be conducted comprehensive and in-depth inspections to reduce such safety risks and establish a complete set of safety early warning measures to deal with the potential problem of aircraft aging.

It can be realized that the structure of aging transport aircraft has potential safety threat. The airline managed aging transport aircraft; it should conduct comprehensive and in-depth inspections to reduce safety risks and establish a complete set of safety early warning measures.

This method can be used to assist airlines to monitor aging transport aircraft as a complementary tool of structural maintenance program to improve aviation safety, operation and operational efficiency.