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Prof. Ja-Shen Chen
College of Management, Yuan Ze University, Taoyuan 32003, Taiwan

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0 Digital Transformation
0 Service Innovation
0 Value co-creation
0 business ecosystem
0 Customer relationship and experience management

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Service Innovation
Customer relationship and experience management
business ecosystem

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Journal article
Published: 30 June 2021 in Journal of Retailing and Consumer Services
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Augmented reality (AR) is regarded as a visually transformative technology that enables consumers to gain immersive and enjoyable information about experience products/services during the purchasing process. Based on the stimulus-organism-response (S–O-R) paradigm, this study investigates how experiential AR applications (apps) influence customers' experiential value, in turn enhancing continued usage intention. Furthermore, perceived customer support plays an even more important role in enhancing customers’ continued usage intention. This study obtained data through an online survey of 437 customers of the YouCam Makeup app in Taiwan. We used SmartPLS software to analyze the data and test the hypotheses. The findings suggest that the features of an experiential AR app have a greater positive impact on hedonic value than utilitarian value; in turn, only hedonic value has a positive impact on continued usage intention. The results further demonstrate that the effect of hedonic value on continued usage intention is positively moderated by perceived customer support.

ACS Style

Sheila Hsuan-Yu Hsu; Hung-Tai Tsou; Ja-Shen Chen. “Yes, we do. Why not use augmented reality?” customer responses to experiential presentations of AR-based applications. Journal of Retailing and Consumer Services 2021, 62, 102649 .

AMA Style

Sheila Hsuan-Yu Hsu, Hung-Tai Tsou, Ja-Shen Chen. “Yes, we do. Why not use augmented reality?” customer responses to experiential presentations of AR-based applications. Journal of Retailing and Consumer Services. 2021; 62 ():102649.

Chicago/Turabian Style

Sheila Hsuan-Yu Hsu; Hung-Tai Tsou; Ja-Shen Chen. 2021. "“Yes, we do. Why not use augmented reality?” customer responses to experiential presentations of AR-based applications." Journal of Retailing and Consumer Services 62, no. : 102649.

Earlycite article
Published: 07 May 2021 in International Journal of Retail & Distribution Management
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Purpose The rapid evolution in artificial intelligence (AI) has redefined the customer experience and created huge opportunities for companies to interact with customers using chatbots. This study explores the role of AI chatbots in influencing the online customer experience and customer satisfaction in e-retailing. Design/methodology/approach A research model based on the technology acceptance model and information system success model is proposed to describe the interrelationships among chatbot adoption, online customer experience and customer satisfaction. Personality is a moderator in the model. The authors used a quantitative approach to collect 425 useable online questionnaires and Statistical Product and Service Solutions (SPSS) and SmartPLS to analyze the measurement model and proposed hypotheses. Findings The usability of the chatbot had a positive influence on extrinsic values of customer experience, whereas the responsiveness of the chatbot had a positive impact on intrinsic values of customer experience. Furthermore, online customer experience had a positive relationship with customer satisfaction, and personality influenced the relationship between the usability of the chatbot and extrinsic values of customer experience. Originality/value This research extends understanding of the online customer experience with chatbots in e-retailing and provides empirical evidence by showing that extrinsic and intrinsic values of online customer experience are enhanced by chatbot adoption.

ACS Style

Ja-Shen Chen; Tran-Thien-Y Le; Devina Florence. Usability and responsiveness of artificial intelligence chatbot on online customer experience in e-retailing. International Journal of Retail & Distribution Management 2021, ahead-of-p, 1 .

AMA Style

Ja-Shen Chen, Tran-Thien-Y Le, Devina Florence. Usability and responsiveness of artificial intelligence chatbot on online customer experience in e-retailing. International Journal of Retail & Distribution Management. 2021; ahead-of-p (ahead-of-p):1.

Chicago/Turabian Style

Ja-Shen Chen; Tran-Thien-Y Le; Devina Florence. 2021. "Usability and responsiveness of artificial intelligence chatbot on online customer experience in e-retailing." International Journal of Retail & Distribution Management ahead-of-p, no. ahead-of-p: 1.

Earlycite article
Published: 04 October 2019 in Asia Pacific Journal of Marketing and Logistics
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PurposeDrawing on the extant multichannel service quality literature and customer needs regarding the experiential value of online and offline shopping, the purpose of this paper is to examine the relationships among multichannel service delivery quality (MSDQ), customer experiences, continued engagement intentions and customer involvement.Design/methodology/approachA research model with five hypotheses was proposed. Data were collected from 911 Taiwanese consumers who had a minimum of two years of multichannel shopping experience. The consumers were asked to complete a survey about their experience with MSDQ. Structural equation modelling was adopted to analyse the data.FindingsThe results of the analysis suggest that MSDQ positively impacts customer experiences, which in turn influence their continued engagement intentions. Furthermore, the analysis found that customer involvement positively moderates the effects of MSDQ on customer experiences.Research limitations/implicationsThis study adopts the customer experience view to examine the effect of a holistic MSDQ design (including information transparency and accessibility and channel integration) on continued engagement intentions. By integrating a different conceptual lens, this study investigates the relationships among multichannel service quality, customer experiences and customer involvement, which adds alternative insights to the existing findings.Practical implicationsManagers must provide approaches to enhance the customer experiential values of utilitarianism, aesthetic appeal and playfulness; facilitate the information flow to be transparent and easily accessible; and provide different degrees of service based on customers’ experiences with their multichannel services to satisfy all consumers’ shopping needs.Originality/valueThe literature has focussed primarily on service providers’ technology capabilities and resources to design multichannel delivery systems. However, this study develops an MSDQ model and investigates its effects on customers’ experiences and continued engagement intentions.

ACS Style

Ja-Shen Chen; Hung-Tai Tsou; Cindy Yunhsin Chou; Ciou-Hua Ciou. Effect of multichannel service delivery quality on customers’ continued engagement intention. Asia Pacific Journal of Marketing and Logistics 2019, 32, 473 -494.

AMA Style

Ja-Shen Chen, Hung-Tai Tsou, Cindy Yunhsin Chou, Ciou-Hua Ciou. Effect of multichannel service delivery quality on customers’ continued engagement intention. Asia Pacific Journal of Marketing and Logistics. 2019; 32 (2):473-494.

Chicago/Turabian Style

Ja-Shen Chen; Hung-Tai Tsou; Cindy Yunhsin Chou; Ciou-Hua Ciou. 2019. "Effect of multichannel service delivery quality on customers’ continued engagement intention." Asia Pacific Journal of Marketing and Logistics 32, no. 2: 473-494.

Journal article
Published: 16 September 2019 in Sustainability
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The sharing economy allows consumers to share spare resources through online platforms and to reduce the transaction costs by using platform services. Shared enterprises use idle resources in a more intelligent manner and share the resulting benefits with consumers. This study connects the shared enterprises’ service innovations with service experience. This study examines the consumers’ energy sharing experience and its impact on their experiential values, which in turn, affects their continued sharing energy intention. In addition, this study further examines the moderating effects of social influence and sustainability on experiential value and behavioral intentions. Data were collected from 460 Taiwanese consumers. The consumers were asked to complete a survey about their experience with Gogoro energy sharing services. Structural equation modelling (SEM) was adopted to analyze the data via IBM SPSS AMOS 25.0 (Armonk, New York, U.S.). As a result, a new four-element sharing economy service experience model was suggested; the service experience had a significant and positive effect on the behavioral intention. Additionally, the experiential values had significant and positive effects on the behavioral intention. Moreover, social influence and sustainability had significant and positive moderating effects on the relationships between experiential values and behavioral intention.

ACS Style

Hung-Tai Tsou; Ja-Shen Chen; Cindy Yunhsin Chou; Tzu-Wen Chen. Sharing Economy Service Experience and Its Effects on Behavioral Intention. Sustainability 2019, 11, 5050 .

AMA Style

Hung-Tai Tsou, Ja-Shen Chen, Cindy Yunhsin Chou, Tzu-Wen Chen. Sharing Economy Service Experience and Its Effects on Behavioral Intention. Sustainability. 2019; 11 (18):5050.

Chicago/Turabian Style

Hung-Tai Tsou; Ja-Shen Chen; Cindy Yunhsin Chou; Tzu-Wen Chen. 2019. "Sharing Economy Service Experience and Its Effects on Behavioral Intention." Sustainability 11, no. 18: 5050.

Journal article
Published: 08 July 2019 in Management Decision
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Purpose In the contemporary business environment, companies must constantly consider methods to enhance their competitive advantage and create value for their customers. The purpose of this paper is to develop a research model based on a business ecosystem view. Within a business ecosystem, the authors identified the key factors of co-development and the manner in which these factors affect a company’s innovation performance. Design/methodology/approach The theoretical hypotheses are confirmed by partial least squares analysis of survey responses collected from information and communication technology (ICT) and hotel industries in Taiwan. Findings In both industries, the results suggest that a firm’s co-development within its own ecosystem has positive effects on innovation performance. For companies in the ICT industry, collaborative networks and partner selection have significant impacts on the firms’ co-development, but their information technology (IT) capability does not; in contrast, in the hotel industry, partner selection and IT capability have significant impacts on firm co-development, but their collaborative network does not. Originality/value This study contributes to the literature of business ecosystem and co-development by offering a co-development model. As both conceptual and empirical research on this topic is still underdeveloped, this study provides fresh insights into collaboration management and offers significant theoretical and managerial implications from a business ecosystem perspective.

ACS Style

Hung-Tai Tsou; Ja-Shen Chen; Ya-Wen (Diana) Yu. Antecedents of co-development and its effect on innovation performance. Management Decision 2019, 57, 1609 -1637.

AMA Style

Hung-Tai Tsou, Ja-Shen Chen, Ya-Wen (Diana) Yu. Antecedents of co-development and its effect on innovation performance. Management Decision. 2019; 57 (7):1609-1637.

Chicago/Turabian Style

Hung-Tai Tsou; Ja-Shen Chen; Ya-Wen (Diana) Yu. 2019. "Antecedents of co-development and its effect on innovation performance." Management Decision 57, no. 7: 1609-1637.

Journal article
Published: 12 June 2017 in International Journal of Contemporary Hospitality Management
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Purpose This study aims to test a theoretical model of co-creation dynamics, service innovation and competitive advantage. The authors explore the dynamics of collaboration between travel agents and their suppliers in co-creating value for their customers. A research model is proposed to examine the relationship among six co-creation elements (co-creation dynamics), service innovation, competitive advantage and two antecedents: technology adoption and environmental change and the moderating effects of trust. Design/methodology/approach An empirical survey was performed based on travel agencies in Taiwan and Malaysia. A total of 105 valid responses from Taiwan and 102 valid responses from Malaysia were received. SPSS and partial least square were used to analyze the data. Findings A new six-element construct of co-creation dynamics was suggested. All the proposed effects were found significant in which trust enhanced the effect of elements of innovation for Taiwan travel agencies. However, in contrast to the proposed hypotheses, technology adoption had no direct effect, whereas trust had no moderating effect for Malaysia travel agencies. Practical implications This study suggests that managers should include co-creation approaches with partners and customers while developing new services. The identification of areas that may be lacking can allow managers to develop capabilities to improve business co-creation competency. Originality/value This study links the relational view with service-dominant logic that emphasizes business co-creation and service innovation as operant resources and a key fundamental source for competitive advantage. This study also looks at interpreting business co-creation and discusses whether business co-creation affects service innovation in the hospitality and tourism industry.

ACS Style

Ja-Shen Chen; Don Kerr; Cindy Yunhsin Chou; Chinhui Ang. Business co-creation for service innovation in the hospitality and tourism industry. International Journal of Contemporary Hospitality Management 2017, 29, 1522 -1540.

AMA Style

Ja-Shen Chen, Don Kerr, Cindy Yunhsin Chou, Chinhui Ang. Business co-creation for service innovation in the hospitality and tourism industry. International Journal of Contemporary Hospitality Management. 2017; 29 (6):1522-1540.

Chicago/Turabian Style

Ja-Shen Chen; Don Kerr; Cindy Yunhsin Chou; Chinhui Ang. 2017. "Business co-creation for service innovation in the hospitality and tourism industry." International Journal of Contemporary Hospitality Management 29, no. 6: 1522-1540.

Articles
Published: 12 March 2017 in The Service Industries Journal
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This study examines (1) inter-firm relational resources for cloud service adoption and (2) their effects on service innovation. A research model and the related hypotheses are developed based on resource-advantage (R-A) theory that combines inter-firm relational resources identified in theoretical and empirical research as important antecedents of cloud service adoption and its effect on service innovation. This study collects data from 165 managers from service firms in Taiwan. The results show that resources, including reliability, cost, and compatibility significantly affect a firm’s cloud service adoption. Furthermore, the adoption of cloud service significantly contributes to service innovation. The findings add to the current understanding of service innovation in two important ways. First, drawing on R-A theory, this study is among the first attempts to identify inter-firm relational resources (reliability, cost, compatibility, and customer orientation) for cloud service adoption and their effect on innovation performance. Second, this study introduces cloud services as effective technological platforms for a firm and its business partners to share, integrate, and reciprocate information, knowledge, and experience for service innovation.

ACS Style

Cindy Yunhsin Chou; Ja-Shen Chen; Yu-Ping Liu. Inter-firm relational resources in cloud service adoption and their effect on service innovation. The Service Industries Journal 2017, 37, 256 -276.

AMA Style

Cindy Yunhsin Chou, Ja-Shen Chen, Yu-Ping Liu. Inter-firm relational resources in cloud service adoption and their effect on service innovation. The Service Industries Journal. 2017; 37 (3-4):256-276.

Chicago/Turabian Style

Cindy Yunhsin Chou; Ja-Shen Chen; Yu-Ping Liu. 2017. "Inter-firm relational resources in cloud service adoption and their effect on service innovation." The Service Industries Journal 37, no. 3-4: 256-276.

Journal article
Published: 02 January 2016 in Innovation
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ACS Style

Hung-Tai Tsou; Ja-Shen Chen; Shih-Wen (Jolie) Liao. Enhancing intellectual capital for e-service innovation. Innovation 2016, 18, 30 -53.

AMA Style

Hung-Tai Tsou, Ja-Shen Chen, Shih-Wen (Jolie) Liao. Enhancing intellectual capital for e-service innovation. Innovation. 2016; 18 (1):30-53.

Chicago/Turabian Style

Hung-Tai Tsou; Ja-Shen Chen; Shih-Wen (Jolie) Liao. 2016. "Enhancing intellectual capital for e-service innovation." Innovation 18, no. 1: 30-53.

Journal article
Published: 24 April 2015 in Sustainability
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“Going green” has become an important environmental issue in contemporary business practice worldwide. This study examined the influence of a number of factors on green innovation and the consequences in terms of performance. The stakeholder theory was adopted to observe the effects of each stakeholder on the green innovation practices of companies and to determine how green innovation practices influence environmental and business performance. A research model with eight hypotheses was proposed to determine the associations between the variables of interest. An empirical survey was conducted of 202 Taiwanese service and manufacturing companies. The survey found that pressure from competitors and the government, along with employee conduct, all had significant and positive effects on green innovation practices. Additionally, a moderating effect of innovation orientation existed only in the relationship between green product innovation practices and employee conduct. This study not only provides a systematic way to analyze the effects of green innovation practices but also suggests the best means for companies to adopt green innovation practices.

ACS Style

Hua-Hung (Robin) Weng; Ja-Shen Chen; Pei-Ching Chen. Effects of Green Innovation on Environmental and Corporate Performance: A Stakeholder Perspective. Sustainability 2015, 7, 4997 -5026.

AMA Style

Hua-Hung (Robin) Weng, Ja-Shen Chen, Pei-Ching Chen. Effects of Green Innovation on Environmental and Corporate Performance: A Stakeholder Perspective. Sustainability. 2015; 7 (5):4997-5026.

Chicago/Turabian Style

Hua-Hung (Robin) Weng; Ja-Shen Chen; Pei-Ching Chen. 2015. "Effects of Green Innovation on Environmental and Corporate Performance: A Stakeholder Perspective." Sustainability 7, no. 5: 4997-5026.

Journal article
Published: 09 December 2014 in The Service Industries Journal
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The main aim of this paper is to investigate the effect of co-production practices with customers on service innovation. Specifically, we sought to determine whether dynamic capabilities (the specific abilities a company has to shape, reshape, configure, and reconfigure idiosyncratic assets to respond to changing technologies and markets) could mediate the effect of co-production on service innovation. In this paper, we examine the factors that could influence co-production practices and determine whether organizational commitment moderates the effect of co-production practice on an organization's dynamic capabilities. Using a survey approach of Taiwanese firms, we showed that dynamic capability fully mediates the effects of co-production practice on service innovation and that market orientation and customer matching have a significant influence on co-production practices. In addition, this study has empirically demonstrated that service firms would be well advised to engage in developing service innovation through enhancing their own dynamic capabilities

ACS Style

Ja-Shen Chen; Donald Kerr; Seng-Su Tsang; Yu Chieh Sung. Co-production of service innovations through dynamic capability enhancement. The Service Industries Journal 2014, 35, 96 -114.

AMA Style

Ja-Shen Chen, Donald Kerr, Seng-Su Tsang, Yu Chieh Sung. Co-production of service innovations through dynamic capability enhancement. The Service Industries Journal. 2014; 35 (1-2):96-114.

Chicago/Turabian Style

Ja-Shen Chen; Donald Kerr; Seng-Su Tsang; Yu Chieh Sung. 2014. "Co-production of service innovations through dynamic capability enhancement." The Service Industries Journal 35, no. 1-2: 96-114.

Journal article
Published: 30 June 2014 in Journal of Business & Industrial Marketing
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Purpose – The purpose of this paper is to deploy an alternative way, drawing upon research in service innovation, to predict service delivery innovation from the extents of market and technology orientations and innovative competence. Design/methodology/approach – Five hypotheses were proposed. A two-part questionnaire was developed. One part of the questionnaire was completed by the sales manager and the other part by the marketing manager of select companies. The questionnaires were distributed to 533 information technology companies in Taiwan. Of the 533 questionnaires returned, 160 questionnaires were deemed usable. This study uses the partial least square analysis to test the hypotheses. Findings – Proactive market orientation and technology orientation affect exploratory and exploitative innovative competences; but, only exploitative innovation competence affects service delivery innovation. Practical implications – The findings indicate that managers need to understand the market trends and the technology availability and be able to customize corresponding service/product features which can further lead to stimulate exploitative innovative competence and facilitate service delivery innovation. Originality/value – The paper is among the first attempts to examine how market and technology orientations affect innovative competence and service delivery innovation. In addition, this study provides the explanatory variance missing in the literature that has not examined the black box relationship between market and technology orientations and service delivery innovation.

ACS Style

Hung-Tai Tsou; Ja-Shen Chen; Wen-Hsuan Liao. Market and technology orientations for service delivery innovation: the link of innovative competence. Journal of Business & Industrial Marketing 2014, 29, 499 -513.

AMA Style

Hung-Tai Tsou, Ja-Shen Chen, Wen-Hsuan Liao. Market and technology orientations for service delivery innovation: the link of innovative competence. Journal of Business & Industrial Marketing. 2014; 29 (6):499-513.

Chicago/Turabian Style

Hung-Tai Tsou; Ja-Shen Chen; Wen-Hsuan Liao. 2014. "Market and technology orientations for service delivery innovation: the link of innovative competence." Journal of Business & Industrial Marketing 29, no. 6: 499-513.

Conference paper
Published: 01 May 2013 in 2013 Fifth International Conference on Service Science and Innovation
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This research focus on co-opetition dynamics had a positive effect on service innovation, and influence on innovation performance and firm performance also. We proposed several antecedents as our variables and based on service-dominant logic (SDL), service innovation, resource based view, co-opetition theory. We suggested that co-opetition dynamics had a positive effect on service innovation, innovation performance and firm performance. Innovation performance played a mediating role between service innovation and firm performance. There are two antecedents should be considered including competitive intensity and complementarities, affecting the formation and evolution of co-opetition relationship.

ACS Style

Fu-Shan Tseng; Ja-Shen Chen; Hua-Hung Weng. Co-opetition and Service Innovation. 2013 Fifth International Conference on Service Science and Innovation 2013, 5 -12.

AMA Style

Fu-Shan Tseng, Ja-Shen Chen, Hua-Hung Weng. Co-opetition and Service Innovation. 2013 Fifth International Conference on Service Science and Innovation. 2013; ():5-12.

Chicago/Turabian Style

Fu-Shan Tseng; Ja-Shen Chen; Hua-Hung Weng. 2013. "Co-opetition and Service Innovation." 2013 Fifth International Conference on Service Science and Innovation , no. : 5-12.

Journal article
Published: 01 May 2012 in Information & Management
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ACS Style

Hung-Tai Tsou; Ja-Shen Chen. The influence of interfirm codevelopment competency on e-service innovation. Information & Management 2012, 49, 177 -189.

AMA Style

Hung-Tai Tsou, Ja-Shen Chen. The influence of interfirm codevelopment competency on e-service innovation. Information & Management. 2012; 49 (3-4):177-189.

Chicago/Turabian Style

Hung-Tai Tsou; Ja-Shen Chen. 2012. "The influence of interfirm codevelopment competency on e-service innovation." Information & Management 49, no. 3-4: 177-189.

Withdrawal
Published: 02 March 2012 in Information & Management
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This article has been withdrawn at the request of the author(s) and/or editor. The Publisher apologizes for any inconvenience this may cause. The full Elsevier Policy on Article Withdrawal can be found at http://www.elsevier.com/locate/withdrawalpolicy

ACS Style

Hung Tai Tsou; Ja-Shen Chen. WITHDRAWN: The Influence of Interfirm Codevelopment Competency on e-Service Innovation. Information & Management 2012, 1 .

AMA Style

Hung Tai Tsou, Ja-Shen Chen. WITHDRAWN: The Influence of Interfirm Codevelopment Competency on e-Service Innovation. Information & Management. 2012; ():1.

Chicago/Turabian Style

Hung Tai Tsou; Ja-Shen Chen. 2012. "WITHDRAWN: The Influence of Interfirm Codevelopment Competency on e-Service Innovation." Information & Management , no. : 1.

Original articles
Published: 01 October 2011 in The Service Industries Journal
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This study examines the relationship between five virtual experiential marketing (VEM) elements (sense, interaction, pleasure, flow, community relationship) and customer browse and purchase intentions and loyalty and the moderating effects between the VEM elements and customer intentions. To test the proposed model, a survey was conducted of customers who frequently visited two online games stores to simulate online shopping and experiential marketing. The results suggest that a business engaged in VEM should focus its web atmospherics on leveraging three of the VEM elements and facilitating the price and convenience motives of consumers to create an emotional attachment to browsing.

ACS Style

Margaret Meiling Luo; Ja-Shen Chen; Russell K.H. Ching; Chu-Chi Liu. An examination of the effects of virtual experiential marketing on online customer intentions and loyalty. The Service Industries Journal 2011, 31, 2163 -2191.

AMA Style

Margaret Meiling Luo, Ja-Shen Chen, Russell K.H. Ching, Chu-Chi Liu. An examination of the effects of virtual experiential marketing on online customer intentions and loyalty. The Service Industries Journal. 2011; 31 (13):2163-2191.

Chicago/Turabian Style

Margaret Meiling Luo; Ja-Shen Chen; Russell K.H. Ching; Chu-Chi Liu. 2011. "An examination of the effects of virtual experiential marketing on online customer intentions and loyalty." The Service Industries Journal 31, no. 13: 2163-2191.

Conference paper
Published: 01 May 2011 in 2011 International Joint Conference on Service Sciences
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This research explores the dynamics of collaboration which is based on DART model, grounded on SD-Logic and relational view theory. We expand the DART model by adding compatible and flexible in addition to B2B context. When these elements are combined, it could create co-creation dynamics that could enhance their capabilities in service innovations and create competitive advantages. Furthermore, the changing environment and adoption of IT technology will moderate the effects of the co-creation dynamics, and trust will influence the performance of the service innovations.

ACS Style

Russell K.H. Ching; Ang Chin Hui; Ja-Shen Chen. The Study of Service Co-creation. 2011 International Joint Conference on Service Sciences 2011, 116 -119.

AMA Style

Russell K.H. Ching, Ang Chin Hui, Ja-Shen Chen. The Study of Service Co-creation. 2011 International Joint Conference on Service Sciences. 2011; ():116-119.

Chicago/Turabian Style

Russell K.H. Ching; Ang Chin Hui; Ja-Shen Chen. 2011. "The Study of Service Co-creation." 2011 International Joint Conference on Service Sciences , no. : 116-119.

Journal article
Published: 30 April 2011 in Decision Support Systems
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This study compares two user acceptance theories: the motivational model (MM), and the uses and gratifications (U&G) theory. While MM arises from the field of information systems and the U&G theory was developed in the field of communication, both are focused on explaining user acceptance of information technologies using intrinsic and extrinsic motivations. We discuss the theoretical roots of the two theories, and use partial least squares (PLS) analysis to test each in an empirical setting. A comprehensive comparison of the results is also presented, including a discussion about the relative strengths and weaknesses of each model under both theoretical/research and practical contexts.

ACS Style

Margaret Meiling Luo; Sophea Chea; Ja-Shen Chen. Web-based information service adoption: A comparison of the motivational model and the uses and gratifications theory. Decision Support Systems 2011, 51, 21 -30.

AMA Style

Margaret Meiling Luo, Sophea Chea, Ja-Shen Chen. Web-based information service adoption: A comparison of the motivational model and the uses and gratifications theory. Decision Support Systems. 2011; 51 (1):21-30.

Chicago/Turabian Style

Margaret Meiling Luo; Sophea Chea; Ja-Shen Chen. 2011. "Web-based information service adoption: A comparison of the motivational model and the uses and gratifications theory." Decision Support Systems 51, no. 1: 21-30.

Chapter
Published: 04 April 2011 in Handbook of Research on Information Management and the Global Landscape
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In recent years, e-business has emerged as a mainstream business practice for engaging in global markets. To gain a competitive advantage in these highly competitive markets, many business organizations have turned to customer relationship management (CRM), an integrated system that draws upon the strengths of IT, to allow them to gain greater insights into their customers’ needs. This study examines the relationship of information technology (IT) intensity and organizational absorptive capacity to CRM practices and performance. Data collected through a survey of Taiwanese financial service companies generally suggest that CRM practices mediate the effects of IT intensity and organizational absorptive capacity on CRM performance. Thus, it behooves organizations that seek to compete in global markets to invest in developing both their IT infrastructure and organizational absorptive capacity, and apply these resources toward building their marketing intelligence and innovating products and services that meet their customers’ needs and expectations.

ACS Style

Ja-Shen Chen; Russell K.H. Ching. An Empirical Study of the Relationship of IT Intensity and Organizational Absorptive Capacity on CRM Performance. Handbook of Research on Information Management and the Global Landscape 2011, 317 -334.

AMA Style

Ja-Shen Chen, Russell K.H. Ching. An Empirical Study of the Relationship of IT Intensity and Organizational Absorptive Capacity on CRM Performance. Handbook of Research on Information Management and the Global Landscape. 2011; ():317-334.

Chicago/Turabian Style

Ja-Shen Chen; Russell K.H. Ching. 2011. "An Empirical Study of the Relationship of IT Intensity and Organizational Absorptive Capacity on CRM Performance." Handbook of Research on Information Management and the Global Landscape , no. : 317-334.

Journal article
Published: 26 March 2011 in Industrial Marketing Management
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This study explores the influence of business-to-business (i.e., upstream) co-production on service innovation in the information technology (IT) industry, and examines the antecedents of co-production, based on a survey of sales managers, the seller side of the co-producers, from 157 IT businesses in Taiwan. The findings indicate that co-production positively influences service innovation to a degree that depends on the collaborative partner's compatibility and history of business relations, affective commitment, and expertise. Moreover, the business' innovation orientation enhances (moderates) the relationship between co-production and service innovation. These results have several managerial implications. Businesses should choose co-production partners that are compatible and can contribute toward advancing the relationship. Furthermore, investments in building their innovation orientation will strengthen their efforts in service innovation through co-production.

ACS Style

Ja-Shen Chen; Hung-Tai Tsou; Russell K.H. Ching. Co-production and its effects on service innovation. Industrial Marketing Management 2011, 40, 1331 -1346.

AMA Style

Ja-Shen Chen, Hung-Tai Tsou, Russell K.H. Ching. Co-production and its effects on service innovation. Industrial Marketing Management. 2011; 40 (8):1331-1346.

Chicago/Turabian Style

Ja-Shen Chen; Hung-Tai Tsou; Russell K.H. Ching. 2011. "Co-production and its effects on service innovation." Industrial Marketing Management 40, no. 8: 1331-1346.

Chapter
Published: 18 January 2011 in Advanced Topics in Global Information Management, Volume 2
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ACS Style

Ja-Shen Chen; Russell K.H. Ching. An Empirical Study of the Relationship of IT Intensity and Organizational Absorptive Capacity on CRM Performance. Advanced Topics in Global Information Management, Volume 2 2011, 317 -334.

AMA Style

Ja-Shen Chen, Russell K.H. Ching. An Empirical Study of the Relationship of IT Intensity and Organizational Absorptive Capacity on CRM Performance. Advanced Topics in Global Information Management, Volume 2. 2011; ():317-334.

Chicago/Turabian Style

Ja-Shen Chen; Russell K.H. Ching. 2011. "An Empirical Study of the Relationship of IT Intensity and Organizational Absorptive Capacity on CRM Performance." Advanced Topics in Global Information Management, Volume 2 , no. : 317-334.