Purpose： This research attempts to examine the relationship between B2C interaction and customer loyalty in Business-to-Customer（B2C） context from a new perspective of the interactive tool.Design/methodology/appro...Purpose： This research attempts to examine the relationship between B2C interaction and customer loyalty in Business-to-Customer（B2C） context from a new perspective of the interactive tool.Design/methodology/approach： The scale for B2C interactive tools is of seven dimensions： efficiency, security, fulfillment, mobility, community, cultivation, and customization. A model reflecting the influences of these attributes on customer loyalty is developed and empirically examined based on data collected from 265 B2C customers. Findings： Results reveal that the fulfillment, mobility, community, and customization of B2C interactive tools can enhance customer loyalty directly and significantly. Efficiency and security, serving as the premise for possible purchase behavior, facilitate fulfillment. In addition, cultivation promotes the formation of customization, which directly strengthens customer loyalty.Research limitations： Models considering individual-level indicators and combined with classic loyalty mechanisms in B2C context may lead to a deeper understanding of the tested effects of interaction on customer loyalty.Practical implications： To strengthen B2C interaction and further cultivate loyal customers, making interactive tools more fundamental, flexible, and personalized is critical for B2C enterprises. Originality/value： This study proposes a new perspective from interactive tools when measuring the relationship between B2C interaction and customer loyalty, and offers a useful theoretical lens and reasonable explanations for investigating customer loyalty in B2C e-commerce context.展开更多
Nonverbal and noncontact behaviors play a significant role in allowing service robots to structure their interactions withhumans.In this paper, a novel human-mimic mechanism of robot’s navigational skills was propose...Nonverbal and noncontact behaviors play a significant role in allowing service robots to structure their interactions withhumans.In this paper, a novel human-mimic mechanism of robot’s navigational skills was proposed for developing sociallyacceptable robotic etiquette.Based on the sociological and physiological concerns of interpersonal interactions in movement,several criteria in navigation were represented by constraints and incorporated into a unified probabilistic cost grid for safemotion planning and control, followed by an emphasis on the prediction of the human’s movement for adjusting the robot’spre-collision navigational strategy.The human motion prediction utilizes a clustering-based algorithm for modeling humans’indoor motion patterns as well as the combination of the long-term and short-term tendency prediction that takes into accountthe uncertainties of both velocity and heading direction.Both simulation and real-world experiments verified the effectivenessand reliability of the method to ensure human’s safety and comfort in navigation.A statistical user trials study was also given tovalidate the users’favorable views of the human-friendly navigational behavior.展开更多
基金supported in part by the Social Science Foundation of Jiangsu (Grant No.: 17TQB003)
文摘Purpose： This research attempts to examine the relationship between B2C interaction and customer loyalty in Business-to-Customer（B2C） context from a new perspective of the interactive tool.Design/methodology/approach： The scale for B2C interactive tools is of seven dimensions： efficiency, security, fulfillment, mobility, community, cultivation, and customization. A model reflecting the influences of these attributes on customer loyalty is developed and empirically examined based on data collected from 265 B2C customers. Findings： Results reveal that the fulfillment, mobility, community, and customization of B2C interactive tools can enhance customer loyalty directly and significantly. Efficiency and security, serving as the premise for possible purchase behavior, facilitate fulfillment. In addition, cultivation promotes the formation of customization, which directly strengthens customer loyalty.Research limitations： Models considering individual-level indicators and combined with classic loyalty mechanisms in B2C context may lead to a deeper understanding of the tested effects of interaction on customer loyalty.Practical implications： To strengthen B2C interaction and further cultivate loyal customers, making interactive tools more fundamental, flexible, and personalized is critical for B2C enterprises. Originality/value： This study proposes a new perspective from interactive tools when measuring the relationship between B2C interaction and customer loyalty, and offers a useful theoretical lens and reasonable explanations for investigating customer loyalty in B2C e-commerce context.
基金supported by the National High Technology Research and Development Program(863 Program)of China(Grant No.2006AA040202 and No.2007AA041703)the National Natural Science Foundation of China(Grant No.60805032)
文摘Nonverbal and noncontact behaviors play a significant role in allowing service robots to structure their interactions withhumans.In this paper, a novel human-mimic mechanism of robot’s navigational skills was proposed for developing sociallyacceptable robotic etiquette.Based on the sociological and physiological concerns of interpersonal interactions in movement,several criteria in navigation were represented by constraints and incorporated into a unified probabilistic cost grid for safemotion planning and control, followed by an emphasis on the prediction of the human’s movement for adjusting the robot’spre-collision navigational strategy.The human motion prediction utilizes a clustering-based algorithm for modeling humans’indoor motion patterns as well as the combination of the long-term and short-term tendency prediction that takes into accountthe uncertainties of both velocity and heading direction.Both simulation and real-world experiments verified the effectivenessand reliability of the method to ensure human’s safety and comfort in navigation.A statistical user trials study was also given tovalidate the users’favorable views of the human-friendly navigational behavior.
