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AUTHOR
Dandison Ukpabi
Dual Perspectives on the Role of Artificially Intelligent Robotic Virtual Agents in the Tourism, Travel and Hospitality Industries
Robotics and artificial intelligence are challenging extant business services and fundamentally impacting business relationships and processes. While studies have elaborately investigated social robotic interactions in medical and health-related domains, studies are limited on artificially intelligent robotic virtual agents (AIRVA) and their impacts on consumer behavior in tourism and hospitality services. Building on the theories of user experience (UX), user interface (UI) and customer experience, this study conceptually examines the dual-value effects of AIRVA to the customer and the firm. It analyzes the customer journey and highlights critical touchpoints AIRVA deepens the customer exp…
Understanding the Role of Social Media Content in Brand Loyalty: A Meta-Analysis of User-Generated Content Versus Firm-Generated Content
The enormous growth of social media has increased interest in this platform among marketers and marketing academics. However, the previous literature has not provided a clear consensus regarding the influence of social media content on consumers’ brand loyalty. The meta-analysis presented in this article integrates results from 223 independent samples, with a total of 97,709 respondents. The study synthesizes previous research to develop a conceptual framework around the dimensions of brand loyalty (cognitive, affective, and conative loyalty), user-generated and firm-generated social media content attributes, and the moderating effects of contextual characteristics and control variables. S…
sj-pdf-1-jnm-10.1177_10949968231157281 - Supplemental material for Understanding the Role of Social Media Content in Brand Loyalty: A Meta-Analysis of User-Generated Content Versus Firm-Generated Content
Supplemental material, sj-pdf-1-jnm-10.1177_10949968231157281 for Understanding the Role of Social Media Content in Brand Loyalty: A Meta-Analysis of User-Generated Content Versus Firm-Generated Content by Olli Tyrväinen, Heikki Karjaluoto, and Dandison Ukpabi in Journal of Interactive Marketing
sj-pdf-1-jnm-10.1177_10949968231157281 - Supplemental material for Understanding the Role of Social Media Content in Brand Loyalty: A Meta-Analysis of User-Generated Content Versus Firm-Generated Content
Supplemental material, sj-pdf-1-jnm-10.1177_10949968231157281 for Understanding the Role of Social Media Content in Brand Loyalty: A Meta-Analysis of User-Generated Content Versus Firm-Generated Content by Olli Tyrväinen, Heikki Karjaluoto, and Dandison Ukpabi in Journal of Interactive Marketing
Exploring Post-COVID-19 Branding Strategies of African Destinations
AbstractThe lifting of COVID-19 restrictions has led to the opening of many tourism destinations, with many destination marketing organizations (DMOs) adopting different strategies to attract tourists. This study explores the post-COVID-19 branding strategies of four award-winning African destinations (South Africa, Kenya, Morocco, and Mauritius) and how they utilize social media to communicate their destination brand identities. We curated the tweets of the National Tourism Boards of the examined destinations from their official Twitter accounts and analyzed them using Atlas.ti. We found that each of the destinations uniquely identifies and communicates its destination’s competitive advant…
The composition of data economy : a bibliometric approach and TCCM framework of conceptual, intellectual and social structure
Purpose The data economy mainly relies on the surveillance capitalism business model, enabling companies to monetize their data. The surveillance allows for transforming private human experiences into behavioral data that can be harnessed in the marketing sphere. This study aims to focus on investigating the domain of data economy with the methodological lens of quantitative bibliometric analysis of published literature. Design/methodology/approach The bibliometric analysis seeks to unravel trends and timelines for the emergence of the data economy, its conceptualization, scientific progression and thematic synergy that could predict the future of the field. A total of 591 data between 200…
It Wetted my Appetite! Demographic Differences in Perceiving Gastronomy Content on Social Media : A Study of Fast Foods Restaurants in Port Harcourt
Fast food chains have emerged to be a dominant sector in the Nigerian retail industry, contributing to employment generation and the nation’s GDP. In the face of dynamic competitive business landscape, this sector has continuously relied on the traditional method of communicating, engaging and retaining customers. This anachronistic approach has cut them from a profitable customer segment which relies heavily on ICT tools such as social media. Thus, the aim of this study is to examine the differences in the rate fast food chains utilize social media through professionally handling posting of gastronomy content on their social media pages. Utilising gastronomy as an emerging concept and/or t…
The role of Social Media on Sales strategy : A Conceptual Explication in a High-context Culture
People’s behaviours are shaped by their cultural values as much as it also influences the definition of friendship building and sustenance. Low-context cultures as marked with independent lifestyle, loosed family units and communication patterns are often characterized by fewer words. On the other hand, high-context cultures are markedly different. These cultures are characterized with high closed family units, high level of social cohesion and social identity. To achieve effective communication, it is important to understand the differences in the two cultural contexts especially when such communication is directed at the global marketplace. Interestingly, some technological innovations us…
Evaluation of Nigeria Universities Websites Quality : A Comparative Analysis
The use and continuous use of the website in the developed countries universities are predominant, and the developing countries universities are heightening their effort in the aspect of education technology. The reason why one university website is better than the other concerning quality and accessibility is the focus of this study and this prompt evaluation of 141 Universities in Nigeria across the Federal, State, and the Private ownership. We opted for a hybrid approach to cover the gap in the previous studies. WebQual and SITEQUAL as a framework is adopted based on the web analytical tools. The study contributes theoretically by combining two website quality theories to explain the inh…
When Customer base is not loyalty! : Differences in the Consumers' Appraisal of Performance of Mobile Telecommunications Service Providers in Port Harcourt
Reports from both local and international telecommunications agencies attest that Nigerian telecommunications industry is the fastest growing in Africa and one of the fastest growing in the world. Currently, the sector boasts of about 157 million active subscribers being serviced by four dominant operators. However, there have been strident calls by consumers to the regulatory agencies to apply sanctions to the operators as a result of persistent poor quality of service. As a matter of fact, all the service providers do not deliver uniform level of service. This study is therefore aimed at examining the differences in the consumers’ appraisal of the quality of service and offerings of the s…
Factors influencing mobile banking continuous use in Sub-Sahara Africa : A study of mobile banking users in Nigeria
The ubiquitous diffusion of information and communications technology is fundamentally impacting several sectors. In the financial services sub-sector, the convenience and speed that mobile banking (m-banking) applications offer users have made it one of the most popular applications in use. However, the growth trajectory of the application is questionably different as it has continually seen a decline in the Nigerian market. The aim of this study is therefore to examine the factors influencing m-banking continuous use in an emerging market context by using a hybrid of unified theory of acceptance and use of technology (UTAUT2), uses and gratification, and privacy theories. Survey data were…
Can TikTok Sound Enhance Tourism SMEs’ Engagement?
AbstractThis study explores the role of sound and its interaction with marketer-generated content (MGC) (i.e., emotional, informational, transactional) in influencing customer engagement (CE) (i.e., views and shares) in the context of tourism SMEs and TikTok. Content analysis was conducted to analyze data from 7 travel guide services in Indonesia. The final dataset comprised 660 TikTok videos, 4,092,289 views, and 10,920 shares. The results confirm that cover sound has no direct effect either on views or shares. Also, cover sound has no interaction effects with any MGC in impacting CE (i.e., views and shares). Individually, the MGC of emotional content has significant and positive effects o…
Adapting and validating scale of customer engagement in online travel communities
Increasing attention towards customer engagement has caused its measurement to remain a highly debated issue among scholars. This study adapts and validates measurement scales for customer engagement in Online Travel Communities. It builds on previous studies on scale development for customer engagement. Data were collected from 450 members of Online Travel Communities in eight countries: Australia, Canada, Hong Kong (Chinese territory), New Zealand, Singapore, South Africa, the United Kingdom and the United States of America. The process of adapting and validating the scale involved exploratory factor analysis, testing for differential item functioning, examination of item response theory,…