Purpose: This study investigates whether and how the service quality of artificial intelligence (AI) chatbots affects customer loyalty to an organization.Design/methodology/approach: Based on the sequential chain model of service quality loyalty, this study first classifies AI chatbot service quality into nine attributes and then develops a research model to explore the internal mechanism of how AI chatbot service quality affects customer loyalty. The analysis of survey data from 459 respondents provided insights into the interrelationships among AI chatbot service quality attributes, perceived value, cognitive and affective trust, satisfaction and customer loyalty.Findings: The results show that AI chatbot service quality positively affects customer loyalty through perceived value, cognitive trust, affective trust and satisfaction.Originality/value: This study captures the attributes of the service quality of AI chatbots and reveals the significant influence of service quality on customer loyalty. This study develops research on service quality in the information system (IS) field and extends the sequential chain model of quality loyalty to the context of AI services. The findings not only help an organization find a way to improve customers' perceived value, trust, satisfaction and loyalty but also provide guidance in the development, adoption, and post-adoption stages of AI chatbots.

Emerging Internet of things (IoT) technologies are enhancing the value of traceability information in reshaping organic food consumption behaviours. However, the best ways to measure consumers’ perceptions of the quality of traceability information remains uninvestigated. This paper explores the perceived quality of traceability information through the available literature on perceived information quality, principal-agency theory, and cue utilisation theory. Specifically, we examine how traceability information influences purchase intentions of organic foods. We conducted an online survey and collected 361 valid samples from organic milk consumers in China. Our structural equation modelling analysis led to the following key findings: first, the perceived quality of traceability information positively influences purchase intention towards organic food; second, perceived uncertainty partially mediates the main effect; and, finally, the importance of product information positively moderates the relationship between perceived uncertainty and purchase intention.

Previous literature has explored the positive effects of socially responsible human resource management (SRHRM) on employees, leaving potential dark sides largely ignored. By integrating situational-strength theory and motivation literature, this study investigates the double-edged effects of SRHRM on employee performance. Based on a sample of 314 employee–supervisor dyads from three companies, we found that SRHRM could increase employees’ organizational citizenship behavior (OCB) while decreasing their task performance through role-ambiguity mediation. Interestingly, prosocial motivation serves as a significant moderator in strengthening the positive relationship between SRHRM and OCB and the negative association between SRHRM and task performance. Finally, we discuss the theoretical and practical implications of how managers should conduct SRHRM practices among employees.

Innovation scholars highlight the economic benefits to firms, while research findings on the relationship between innovation output and economic returns remain mixed. In this study, we develop the profiting from innovation (PFI) framework and address the crucial role of financial constraints in the relationship between innovation output and financial performance. We argue that the liability of newness differentiates firms’ financial performance during the commercialization of innovation, leading to a U-shaped relationship between firms’ innovation output and financial performance. We further document the moderating impact of individual financial constraints (IFC) and market-based financial constraints (MFC) on this curvilinear relationship. Empirical tests based on the 142,972 firm-year observations of the multi-source dataset of Chinese manufacturing firms from 1999–2009 support our hypotheses. The additional analysis shows that non-state-owned enterprises and small and medium enterprises benefit more from the synergistic effect of reductions of IFC and MFC than state-owned enterprises and large firms. Our study enriches the literature of the PFI framework by uncovering the mechanism between innovation output and economic returns where financial constraints play an essential role. To the best of our knowledge, we are among the first to investigate the processes and mechanisms between innovation output and financial performance, generating novel insights for business practitioners and policymakers.

Distinct perceptions of the global climate is one of the factors preventing society from achieving consensus or taking collaborative actions on this issue. The public has not even reached an agreement on the naming of the global concern, showing preference for either “climate change” or “global warming”, and few previous studies have addressed these two competing discourses resulting from distinct climate concerns by differently linking numerous climate concepts. Based on the 6,662,478 tweets containing #climatechange or #globalwarming generated between 1 January 2009 and 31 December 2018, we constructed the semantic networks of the two discourses and examined their evolution over the decade. The findings indicate that climate change demonstrated a more scientific perspective and showed an attempt to condense climate discussions rather than diffuse the topic by frequently addressing sub-topics simultaneously. Global warming triggered more political responses and showed a greater connection with phenomena. Temporal analysis suggests that traditional political discussions were gradually fading in both discourses but more recently started to revive in the form of discourse alliance in the climate change discourse. The associations between global warming and weather abnormalitiessuddenly strengthened around 2012. Climate change is becoming more dominant than global warming in public discussions. Although two discourses have shown more similarities in the rank order of important climate concepts, apparent disagreements continue about how these concepts are associated. These findings lay the groundwork for researchers and communicators to narrow the discrepancy between diverse climate perceptions.

This paper analyzes the impact of internet use on entrepreneurship activities. This is based on 2014 survey data from China Family Panel Studies (CFPS). The results show that internet use promotes the entrepreneurial tendency of Chinese entrepreneurs and affects their income levels. Moreover, such influences are moderated by the location of individuals; the impact is higher for the entrepreneurial tendency and income levels of rural residents than that of urban ones. In addition, this paper also finds that internet use stimulates entrepreneurship by promoting social networks. Furthermore, social networks bring more salient impacts to rural residents as compared to those of urban ones.