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Recognizing Gigerenzer’s (1991) dictum that scientists’ tools are not neutral (tools-in-use influence theory formulation as well as data interpretation), this chapter reports theory and examines data in ways that transcend the dominant logics for variable-based and case-based analyses. The theory and data analysis tests key propositions in complexity theory: (1) no single antecedent condition is a sufficient or necessary indicator of a high score in an outcome condition; (2) a few of many available complex configurations of antecedent conditions are sufficient indicators of high scores in an outcome condition; (3) contrarian cases occur, that is, low scores in a single antecedent condition associates with both high and low scores for an outcome condition for different cases; (4) causal asymmetry occurs, that is, accurate causal models for high scores for an outcome condition are not the mirror opposites of causal models for low scores for the same outcome condition. The study tests and supports these propositions in the context of customer assessments (n = 436) of service facets and service-outcome evaluations for assisted temporary-transformations of self via beauty salon and spa treatments. The findings contribute to advancing a nuanced theory of how customers’ service evaluations relate to their assessments of overall service quality and intentions to use the service. The findings support the need for service managers to be vigilant in fine-tuning service facets and service enactment to achieve the objective of high customer retention.

This study used the colours of plates as atmospheric stimulus factors in the Mehrabian–Russell model of environmental influence, which served as the study’s basic background theory, to explore how plate colour affects consumer appetite preference and dining emotions in Chinese fine dining restaurants. The paper aims to discuss this issue.

The study used quantitative surveys and employed purposeful sampling and rolling snowball surveys of consumers in Chinese fine dining restaurants in Taipei; 581 effective surveys were collected from the test subjects. The research tools included a plate colour appetite preference scale and a dining emotion scale.

There were significant differences in age and gender in terms of appetite preference and plate colour. The plate colours with the highest appetite preference were gold, white and black. There were significant differences in plate colour appetite preference in terms of dining mood, with white and gold plates eliciting positive dining moods.

Most academic papers have focused on studying plates in Western dining, while very few studies have focused on the colour of Chinese dining plates. The greatest contribution and value of this study is its discovery of the colour combination of dining plates that can elicit appetite preferences and positive dining emotions among diners in Chinese fine dining restaurants. This information can be used to stimulate positive dining emotions among consumers and help restaurateurs improve the level of dining aesthetics.

Mobile instant messaging (MIM) apps could provide rich and instant information in employees’ communication. However, how media richness impacts MIM user loyalty is unknown. The purpose of this paper is to adopt media richness and social presence theories as theoretical foundations to address this insufficiency.

Collecting 247 responses from an online survey, the authors use structural equation modelling for data analysis and hypothesis testing.

The authors found that immediate feedback and personal focus are the main aspects of media richness that are positively related to social presence, relatedness need satisfaction and user loyalty to MIM.

This is the first study using two pertinent theories to explain how aspects of media richness affect user loyalty to MIM. The present findings suggest that firms developing MIM apps focus on immediate feedback and personal focus as effective means to encourage user loyalty.

This paper aims to report a stretchable piezoresistive strain sensor array that can detect various static and dynamic stimuli, including bending, normal force, shear stress and certain range of temperature variation, through sandwiching an array of conductive blocks, made of multiwalled carbon nanotubes (MWCNTs) and polydimethylsiloxane (PDMS) composite. The strain sensor array induces localized resistance changes at different external mechanical forces, which can be potentially implemented as electronic skin.

The working principle is the piezoresistivity of the strain sensor array is based on the tunnelling resistance connection between the fillers and reformation of the percolating path when the PDMS and MWCNT composite deforms. When an external compression stimulus is exerted, the MWCNT inter-filler distance at the conductive block array reduces, resulting in the reduction of the resistance. The resistance between the conductive blocks in the array, on the other hand, increases when the strain sensor is exposed to an external stretching force. The methodology was as follows: Numerical simulation has been performed to study the pressure distribution across the sensor. This method applies two thin layers of conductive elastomer composite across a 2 × 3 conductive block array, where the former is to detect the stretchable force, whereas the latter is to detect the compression force. The fabrication of the strain sensor consists of two main stages: fabricating the conducting block array (detect compression force) and depositing two thin conductive layers (detect stretchable force).

Characterizations have been performed at the sensor pressure response: static and dynamic configuration, strain sensing and temperature sensing. Both pressure and strain sensing are studied in terms of the temporal response. The temporal response shows rapid resistance changes and returns to its original value after the external load is removed. The electrical conductivity of the prototype correlates to the temperature by showing negative temperature coefficient material behaviour with the sensitivity of −0.105 MΩ/°C.

The conductive sensor array can potentially be implemented as electronic skin due to its reaction with mechanical stimuli: compression and stretchable pressure force, strain sensing and temperature sensing.

This prototype enables various static and dynamic stimulus detections, including bending, normal force, shear stress and certain range of temperature variation, through sandwiching an array of conductive blocks, made of MWCNT and PDMS composite. Conventional design might need to integrate different microfeatures to perform the similar task, especially for dynamic force sensing.

A high-end ethnic restaurant is a tourism experience that can increase the attractiveness and brand recognition of a tourism destination. The restaurant environment is a key element that affects consumer visits. The purpose of this paper is to adopt Schmitt’s experience module to analyse tourist preferences and experiences with respect to floral styles in ethnic fine dining restaurants. The results of this study are intended to serve as a reference for operators of fine dining establishments in designing flower arrangements.

This study adopts a quantitative research method. A sample was developed using tablet computers to simulate flower arrangements in restaurants. The research tools included a floral style preference scale and a tourist floral experience scale.

Based on the results, the test subjects preferred European floral design styles in restaurants. Restaurant environments with floral arrangements were best at relaxing the test subjects. A restaurant’s floral style was positively correlated with various aspects of the tourist experience. Gender, age, Chinese flower styles, Japanese flower styles, European flower styles and other variables enabled forecasting the degree of the tourist experience.

When a consumer exhibits higher preference for a restaurant’s floral style, the level of the tourist experience increases. This study investigates the aesthetic experience of restaurants and restaurant atmosphere as a marketing tool. Sensory stimulation within the restaurant atmosphere can be based on the five senses such that tourists may, through the design of the restaurant environment, have specific emotional reactions that improve their tourist experience and reinforce the restaurant’s brand image.

A total of 283 coal and parting samples were taken from the Pingshuo mine district, Ningwu coalfield, China. The contents, distribution and enrichment mechanism of 12 hazardous trace elements were studied. The results indicate that Co, Ni, Zn, Cu, Ag and Cr have the chalcophile affinity; Ba, Cd, U are related with clay mineral; Mn is mainly related with carbonate minerals; Pb and Be may be related with sulfide, clay mineral and organic matter. Most of trace elements were associated with terrigenous clastic and clay. The elements (Cr, Pb, Be, Ag, Cu, U, Cd) were enriched in the wet forest and low swamps.

The purpose of this paper is to explore the existence, role, and hidden problems associated with customer perceived opportunism (PO) in e‐return service (e‐RS) encounters.

A theoretical framework is proposed linking return policy (RP) and information credibility (IC) with customer PO, trust, and stickiness intention (SI). This study reviews research and concepts from various fields, including marketing, psychology, and information systems and derives six hypotheses. Data from online users are examined using LISREL 8.8.

The results confirmed that PO mediates between e‐RS and trust, as well as the power of the proposed model to predict e‐RS customer behavior.

This work developed a novel customer e‐RS behavioral model to characterize the current online environment. Potential limitations of the proposed method are also described, along with suggestions for further research on sampling and model development, in order to accurately forecast the future development of the online environment.

The study findings remind retailers to understand the inevitability of PO and associated damage when providing e‐RS, and suggest effective measures, such as smooth e‐RS process design and reasonable fee plans, to solve this problem.

This study developed the first behavioral model of the existence of both positive and negative customer perceptions of e‐RS. PO is the key factor for reducing the effect of high‐quality e‐RS on negative perceptions.

The global spread of the COVID-19 pandemic has affected businesses worldwide. Arguably, one of the most affected industries is the hospitality sector, where the world has seen a substantial drop in personal and professional travel owing to severe lockdowns, which has particularly harmed the hotel and tourism industries by lowering occupancy and profits. The purpose of this research is to investigate the impact of the COVID-19 epidemic on the emotional and mental well-being of hospitality workers in Dubai, United Arab Emirates.

A quantitative cross-sectional technique was used, with 517 respondents drawn from Dubai's major hotels.

Fear of the COVID-19 pandemic was found to be positively connected to employees' emotional weariness, which is then positively related to their intention to leave their organizations.

The paper gives suggestions to managers on how to best deal with their employees, especially the more competent ones, as they are more likely to leave during a pandemic.

Contrary to suggestions in the literature and our predictions, this paper found that self-efficacy positively moderated the relationship between fear of COVID and emotional exhaustion such that workers with high self-efficacy were more prone to emotional exhaustion as a result of their fear of COVID. Furthermore, the results of the research suggest that it is the more competent workers who are more likely to be affected, during a pandemic, and thus their loss is expected to cause greater loss to their organizations.

Experience and value creation have become integral themes for tourism service providers. This study aims to understand the role of different types of experiences in formulating customers’ perceived value. Studies on this area are scarce, especially in the cruise industry.

A research model that includes two value variables, namely, functional and wellness values, and four cruise brand experience variables, namely, sensory, affective, behavioral and intellectual factors, was tested through partial least-squares (PLS) structural equation modeling approach. A total of 389 usable cruise customer responses were obtained and analyzed using SmartPLS software.

Results revealed the relative effects of sensory, affective, behavioral and intellectual factors on perceived functional and wellness values. The positive impact of perceived value on customer satisfaction and behavioral intention and the moderating role of service expertise in the relationship between cruise experience and perceived value were examined.

Future research can examine how types of leisure facilities (e.g. casinos, restaurants, bars and shows), cultural differences (e.g. Eastern and Western) and customers’ travel characteristics (e.g. visiting purpose and companions) may influence the relationships between cruise brand experience and perceived value.

From a practical point, the relationships among multidimensional cruise brand experience, functional and wellness values, customer satisfaction, revisit intention and service expertise provide a clue on how cruise brands can enhance customers’ perceived value to retain current customers.

This study contributes to literature by providing a theoretical framework and empirical evidence for predicting and explaining cruise customers’ behavior. From a managerial perspective, this study identified critical factors that are essential to value creation and discussed the implications of predictive factors on developing marketing strategies that enhance customers’ positive attitude and behavior toward the cruise brand.