Faculty of Business, Economics and Law
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The Faculty of Business, Economics and Law is committed to conducting research that matters. Research that matters is both research of high academic quality and impact, and research of relevance and value for business, the professions, government and society.
The Faculty of Business, Economics and Law, comprises The AUT Business School, The AUT Law School and The School of Economics as well as a research institute and five research centres.
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Browsing Faculty of Business, Economics and Law by Subject "1504 Commercial Services"
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- ItemDo You Trust ChatGPTs? Effects of the Ethical and Quality Issues of Generative AI on Travel Decisions(Informa UK Limited, 2024-01-09) Kim, JH; Kim, J; Kim, C; Kim, SThis study investigated the impact of ChatGPT’s recommendation quality and ethical concerns on travelers’ acceptance, satisfaction, and perceived trustworthiness. Results showed that when quality and ethical concerns were prominent, acceptance of and satisfaction with ChatGPT’s recommendations decreased significantly, and the negative effects were mediated by perceived trustworthiness. This study also identified that message framing containing ChatGPT’s errors, and the information types delivered by ChatGPT, acted as moderators of the positive effect of its recommendations. These findings underscore the significance of addressing ethical and quality concerns in using AI (Artificial intelligence)-powered chatbots, with implications for AI acceptance and satisfaction.
- ItemEnhancing On-Pitch Learning Capabilities with Data Analytics and Technologies in Elite Sports(Informa UK Limited, 2023-10-21) Olaniyan, Olatunbosun; Dehe, Benjamin; Bamford, David; Ward, SaraResearch question: We have explored the utilisation of data analytics and technology in elite sports and the role it plays in enhancing on-pitch learning capabilities. In the competitive, complex, and dynamic professional sports environment, margins are small and critical for the success of a team or club. It is essential for sports organisations to keep learning individually and collectively to strengthen their ability to improve on-pitch. In this paper, we explore how data analytics and technology enable sports teams to develop learning organisation capabilities to add-value on-pitch by increasing their knowledge base. Research methods: Data for this study were gathered through 33 interviews with elite sport industry experts from football (Premier League, Championship), cricket (First Class County Clubs) and rugby (Rugby League). It includes seven sports directors, 12 managers and coaches, six players and former players, six performance analysts, one member of the medical staff, and one sports analytics academic. Results and findings: Our findings add to the understanding of players, coaches, and teams as learning entities, and discuss how they capture and transform data into knowledge with the use of data analytics and technology, which is then utilised to inform on-pitch practices and decision making. We provide a blueprint framework explaining how a sport club can add value on-pitch by achieving a learning organisation status, through the use of data analytics and technology. Implications: This paper contributes towards the continuing discourse regarding data analytics and technology utilisation within the sports industry, in the on-pitch domain. There has been limited academic research published to date on data analytics and technology use in professional sports, particularly with respect to investigating it from a learning organisation theory perspective.
- ItemMindful Luxury: A Case of the Faroe Islands(Elsevier BV, 2024-10-01) Leban, M; Errmann, A; Seo, Y; Voyer, BGThis research explores the evolving landscape of luxury travel beyond traditional markers such as quality, exclusivity, and cost. As the luxury travel market is projected to reach USD$2.7 billion by 2032, emerging forms such as community-based, idle, and sustainable luxury challenge conventional norms. This study delves into the evolving landscape of luxury travel through the lens of mindfulness, with the Faroe Islands serving as a captivating case study. The intersection of exclusivity and environmental consciousness in this remote destination introduces the concept of 'mindful luxury.' Analyzing the experiences of 16 tourists, we uncover a profound transformation in luxury travel, blending uniqueness with curiosity, awareness, and contemplation. This mindful approach redefines luxury experiences as not just indulgent but as profoundly transformational, paving the way for sustainable practices in the future.
- ItemService Mega-disruptions: A Conceptual Model and Research Agenda(Emerald, 2023-11-14) Vredenburg, Jessica; Kapitan, Sommer; Jang, SharonPurpose This paper aims to formally conceptualize service mega-disruptions as any far-reaching and unforeseen general environmental stressor or threat that impacts a service organization’s ability to provide a desired level of service. The authors differentiate sudden large-scale general environmental threats from traditional service failures in scope and scale of impact via number of customers and sectors affected and duration and speed of the disruption. Design/methodology/approach This paper draws from service recovery theory to build a conceptual model of service mega-disruptions. The resulting conceptual model maps service failure recovery strategies against a service mega-disruption recovery approach to examine consumer response to changes in service value. This work further articulates additional research needs including conceptualization, measurement and methods as traditional drivers of service recovery and the value of the service experience change in response to service mega-disruptions. Findings This work proposes a research agenda to investigate whether service mega-disruptions can bypass the need for service recovery due to a consumer self-moderating process. As past research shows, the less control a service provider has over a failure, the more customers attribute fault to the situation and transfer blame away from an organization. This paper suggests that this self-moderating process disrupts the need for service providers to court forgiveness for a failure with perceptions of similarity and controllability providing an alternate pathway to customer forgiveness. Similarly, it is suggested that service mega-disruptions play a role in transforming service ecosystems into tighter, more contractual systems with less agency for service providers and poorer ability to adjust to market conditions. The duration and longevity of effects on service providers’ control, agency and ability to adjust following a service mega-disruption must be researched further. Originality/value This paper builds theory to develop a conceptual model of service mega-disruptions and their role in customer engagement and reshaping the service ecosystem. This paper culminates in the proposition of a research agenda that aims to build research capacity among services marketing scholars as service providers’ coordination and market conditions are challenged by service mega-disruptions.