Tingting (Christina) Zhang | University of Central Florida (original) (raw)

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Papers by Tingting (Christina) Zhang

Purpose – This paper aims to propose an extended model to examine these motivations. As technolog... more Purpose – This paper aims to propose an extended model to examine these motivations. As technology-led changes have revolutionized the marketplace, researchers and practitioners have grown keen to understand customers' motivations for engaging in co-innovation in online communities. Design/methodology/approach – The research model is based on a review of previous literature and relevant business practices. Findings – The proposed conceptual model can be used to test empirically and explicate customers' attitude towards engagement in co-innovation communities in the hospitality industry. Three major motivations drive customer engagement in online co-innovation communities (OCCs): brand equity, sense of community and monetary incentive. Customers' prior experience with co-innovation projects also moderates the effects of the three motivations on customers' attitude towards engagement in OCCs. Practical implications – The proposed model highlights the importance of engaging customers through OCCs to create service innovations. These OCCs advance customers' active participation in the firm's co-creation and co-innovation process. Leading service firms already rely on online brand communities to stay on the cutting edge. Co-creation represents a unique, strategic partnership between the firm and the customer that can enhance both the customer experience and the firm's innovativeness. Originality/value – This study provides an initial exploration of the key components of the co-innovation of service through online communities in the hospitality industry.

The purpose of this study is to propose a theoretical framework to harness creativity and innovat... more The purpose of this study is to propose a theoretical framework to harness creativity and innovation through people and technology. This study is grounded based on an extensive synthesis of previous scientific research and industry practices. It undertakes a detailed review of the literature to derive a framework and detail research and practical guidelines for both scholars and practitioners in the hospitality discipline. Advancements in computer and communications technologies is creating many unanticipated changes in how employees and customers interact, how service work is done, and how hospitality businesses succeed. This study investigates such changes. It also extends the present body of knowledge in the hospitality management by providing numerous directions for hospitality executives and researchers to understand how the combined resources of people (employees and customers) and technology will act as key sources of creative innovation and the firm's subsequent market leadership.

Purpose – New developments in e-commerce and m-commerce technologies along with the wide adoption... more Purpose – New developments in e-commerce and m-commerce technologies along with the wide adoption of mobile devices and social media have enabled companies to enhance customers’ shopping
experiences and their interaction with brands anytime, anywhere. The purpose of this paper is to develop a theoretical model for a unified online customer experience by drawing from related literature
on consumer behavior in the online contexts.
Design/methodology/approach – By synthesizing extant consumer behavior and e-commerce literature, this paper seeks further understanding of online customer experience and offers strategies for e-commerce marketers and Web site designers.
Findings – The findings of this paper indicate that easiness to locate the Web site/app, ease of use, perceived usefulness, hedonic and utilitarian features, perceived enjoyment, personalization, social interactions and multi-device compatibility are the antecedents of the unified online customer experience. Brand engagement, positive word of mouth (WOM) and repeat purchase are the outcomes of compelling online customer experience.
Practical implications – A significant amount of potential revenue is lost globally due to poor online customer experiences, resulting in e-commerce not reach its potential. E-commerce companies should “hook” customers by providing compelling online experiences.
Originality/value – Given that customer’s experience has become one of the most important and competitive outcome variable for contemporary companies, the results will benefit e-commerce marketers and Web site designers.

In the hospitality industry, employees are critical to firm success, through their intimate inter... more In the hospitality industry, employees are critical to firm success, through their intimate interactions with customers to create memorable experiences and relationships. A nascent strategy adopted by many hospitality firms seeks to increase employee engagement and commitment through employee wellness programmes. Despite growing recognition of the concept of wellness in the workplace, limited studies discuss the topic systematically. This nascent research stream requires a better understanding of the role of wellness programmes and their influences on employees, customers, firms, and society. Therefore, this study offers a
detailed review and synthesis of key concepts and existing knowledge in the industry, which produces a framework for further research, as well as managerial implications.

Purpose -This article aims to provide a summary review of what is already known about customer lo... more Purpose -This article aims to provide a summary review of what is already known about customer loyalty and identifies some emerging issues that play an important role in it. As a result of dramatic changes in the marketplace and in consumers' connections with the hospitality industry, researchers and practitioners are keen to understand the factors that underpin customer loyalty. Design/methodology/approach -By synthesizing extant customer loyalty literature, this article seeks further understanding of loyalty and offers priorities for ongoing loyalty research. Findings -Using conceptual models, this study provides a framework designed to extend the understanding of customer loyalty and the impact of the evolving role of engaged customers. Practical implications -Companies are advised to create emotionally engaged, loyal brand ambassadors by focusing on emerging areas, such as customer engagement, brand citizenship behaviors, mass personalization, employee engagement, brand ambassadors (both employees and customers), co-creation of value, co-design, co-consumption and rapport between customers and employees. Originality/value -This article crafts a conceptual framework for customer loyalty and identifies those factors that influence its development in the service industry with a special focus on the hospitality industry.