Luo Yong
Biographic Data
| ID | 10199344 |
|---|---|
| NAME | Luo Yong |
| GIVEN NAMES | Luo |
| FAMILY NAME | Yong |
| SIGNATURE | YONG L |
| AFFILIATIONS | Kent Business School, University of Kent , , |
| ORCID | 0000-0003-0988-7800 |
| VERIFIED | Yes |
| TOTAL WORKS | 2 |
| TOTAL CITATIONS | 0 |
| WORKS AS AUTHOR | 2 |
| WORKS AS EDITOR | 0 |
| FIRST PUBLICATION YEAR | 2023 |
| LATEST PUBLICATION YEAR | 2026 |
| H-INDEX | 0 |
Tackling tricky complaints
Purpose This research serves a twofold purpose: first, to identify and categorize two common intention hiding strategies used by frontline employees when handling tricky user complaints, specifically evasive hiding and rationalized hiding; and second, to systematically examine the interactive effects of agent type (AI vs. human) and these strategies on users’ willingness to forgive. Design/methodology/approach Three experiments (N = 820) were con…
The Advertisement Puts Me Down, But I Like It
Advertisements often use positive appeals to please consumers. One exception is an emerging device that uses negative messages to target audiences, which the current authors refer to as “audience-targeted negative advertisements.” Through in-depth interviews and two experiments, this research systematically explores the perceptions and feelings of audiences about audience-targeted negative advertisements (Study 1); empirically distinguishes these…
No prominent works on this page.
The Advertisement Puts Me Down, But I Like It
Advertisements often use positive appeals to please consumers. One exception is an emerging device that uses negative messages to target audiences, which the current authors refer to as “audience-targeted negative advertisements.” Through in-depth interviews and two experiments, this research systematically explores the perceptions and feelings of audiences about audience-targeted negative advertisements (Study 1); empirically distinguishes these…
Tackling tricky complaints
Purpose This research serves a twofold purpose: first, to identify and categorize two common intention hiding strategies used by frontline employees when handling tricky user complaints, specifically evasive hiding and rationalized hiding; and second, to systematically examine the interactive effects of agent type (AI vs. human) and these strategies on users’ willingness to forgive. Design/methodology/approach Three experiments (N = 820) were con…
Perception (2 works) · Advertising (1 work) · AI in Service Interactions (1 work) · Appeal (1 work) · Appeal to emotion (1 work) · Business (1 work) · Categorization (1 work) · Consumer Behavior in Brand Consumption and Identification (1 work) · Empathy (1 work) · Feeling (1 work)