An increasing number of companies are using service robots, such as physical robots and virtual chatbots, to interact with their customers. Service robots are autonomous agents with the purpose of providing services to customers by performing a variety of physical and nonphysical tasks (Joerling et al., 2019). Conceptual work has suggested that social robots will increasingly be used in the front line of service encounters (Gonzalez-Jimenez, 2018; Van Doorn et al., 2017). Real examples of the inclusion of these robots in retail settings already exist. For instance, some retailers use Softbank´s robot Pepper to greet and inform customers. Social robots such as Pepper can use their sensors and cameras to interpret customer reactions and adapt accordingly. Moreover, the robot can even make product recommendations based on the assessed customer´s mood, age, gender and, if available, purchase history (McKenna, 2018). Not surprisingly, there is a vast market potential associated with these robots, which is expected to grow to 87 billion by 2025 (BCG, 2017).

Previous studies do not provide information on which channel governance exporters should use in combination. Moreover, they neglect the role of multiple channel system and psychic distance in the implementation of channel governance. Accordingly, this study investigates the combined effects of channel governance, multiple channels, and psychic distance on export performance. The methodology used in this study is a fuzzy set qualitative comparative analysis (fsQCA), which is a powerful method for analyzing whether combinations of conditions (i.e., configurations) lead to certain outcomes. The results show that which channel governance combination leads to higher export performance depends on multichannel use and on psychic distance. This study contributes to the advancement of international marketing channel research by identifying patterns in superior combinations of governance mechanisms.

Despite increasing consumer engagement with social commerce, conditions influencing user intention to utilize m-payment services on social media platforms remain unclear. This study employs fsQCA to ascertain configurations of conditions for behavioral intention, identifying solutions to assist theory and practice regarding the adoption of this form of commerce.

Prior social robotics research has shown that robot design influences if people perceive a robot as friendly, trustworthy, or safe (Castro-Gonzalez et al., 2016; Rosenthal-Von Der Pütten & Krämer, 2014). Meanwhile, recent conceptual work has suggested that social robots will increasingly be used in the front line of service encounters (Gonzalez-Jimenez, 2018; Van doorn et al., 2017). According to The International Journal of Social Robotics social robots are robots that can communicate and interact with humans, among themselves, and with the environment, within the cultural and social structure assigned to its role. Real examples of the inclusion of these robots in retail settings already exist. For instance, some retailers use Softbank´s robot Pepper to greet and inform customers. Social robots such as Pepper can use their sensors and cameras to interpret customer reactions and adapt accordingly. Moreover, the robot can even make product recommendations based on the assessed customer´s mood, age, gender and, if available, purchase history (McKenna, 2018). Not surprisingly, there is a vast market potential associated with these robots, which is expected to grow to 87 billion by 2025 (BCG, 2017).

Introduction The study chooses smartphone applications which have update experience as the study case to analysis if it will cause customer attrition. Application updates aims to make up the bugs which may cause bad effects on using, while in fact, most changes will be resisted by customers. We adapt three elements to collect data about the attitude of customers toward applications update, the conclusion illustrates, customers will resist changes in some conditions and cause customers attrition. Therefore, application developers should focus on the personal emotional reaction and cognitive evolution as well as predict what may influence the customers normal use after the applications update to make correct update decisions. In order to define the relationship between variable and result., we take smartphone application which had experienced update as examples and choose fsQCA as the methodology to analysis. Literature Review Resistance to change is a psychological process, Brehm（1966）claims customers resist to change origins from their believe that they have rights to control free, when this rights be challenged, this resistance behavior will happen due to they want to protect their own rights. Some scholars distinguished the concept of resistance to change: when receptors in the low involvement or limited cognize, their resistance behaviors is likely to be considered as the passive resistance; otherwise, the behaviors would be recognized as active resistance (Nabih,1997). Bagozz and Lee（1999) think that functional barrier is an important factors which influence the degree of innovation receptance, when customers think products after update cannot meet their function needs will cause resistance to change. Resistance always occur passively, bemuse of the disturb of the former habits of using (Ram &Sheth 1989), and former studies also indicate that prejudice towards changes is one of significant factors. Because changes are uncertainty, Fiske and Taylor（1991）claims that uncertainty can make people hate changes and Whitson and Galinsky（2008）consider aversion will be the strong driver of resistance to change to reduce uncertainty and risk. In terms of a company, the cost of maintaining a old customer is much lower than these of develop a new user, Actually, customer attrition is response of entrepreneur revenue and the vital section in development of companies. The famous american honesty management scholar Frederic Reichheld’s research indicates that when the extension of the commercial relationship of entrepreneur and customers, companies can acquire fatter profit through the relationship. Conclusions This study chooses fsQCA as methodology to define the relationship between resistance to change and customer attrition instead of using structural equation modeling. Sometimes, even customers have right cognitive evolution towards changes, when they find their efficiency be influenced by it, they also resist to change; while adverse emotional reaction also has an adverse effect on customer retention though they build positive cognitive evolution about changes. there is a remain circumstance of lossing of customers that when customers hate changes and they find their efficiency be influenced by update, the honesty of this product will also decrease. This three condition all contribute to customers attrition which should be paid more attention by companies.

Value creation constitutes the essential purpose of a business relationship. However, limited research examines the role of relationship value in interfirm relationships in general and in international business settings in particular. This study develops a conceptual model that positions psychic distance, relational norms, and relationship learning as antecedents of relationship value, and relationship quality and performance as its key outcomes in international channel relationships. The study uses partial least squares-structural equation modeling (PLS-SEM) and fuzzy-set qualitative comparative analysis (fsQCA) to test the model relationships. Comparing the findings of these two approaches provides an interesting basis for discussion on the importance and applicability of PLS-SEM and fsQCA. Furthermore, the results provide an important addition to the relationship value literature and an interesting discussion on the asymmetric versus symmetric relationships among the observations.

Major changes are challenging the tourist industry, such as new entrants, suppliers’ direct sales without intermediaries, and customers’ bargaining power due to Internet services, among others. In this context, the aim of this research is to assess the influence of two emerging constructs, eWOM adoption and customer engagement, jointly with consumer trust and brand equity, on travel agency loyalty. There is a huge amount of research available regarding the variables considered in this study: (i) brand trust and equity, and brand loyalty, have always been considered in the marketing literature; (ii) engagement and eWOM adoption have aroused interest from researchers since online comments gain popularity and usefulness. But their consideration in literature has been based, in most of the analyses, on symmetric relationships and it then fails to recognize the occurrence of causal asymmetry. In the present research a novel methodology is adopted, fuzzy set Qualitative Comparative Analysis (fsQCA), which uses Boolean algebra to show how causal conditions combine to bring about outcomes. On a sample of 520 travelers and through a fuzzy-set Qualitative Comparative Analysis, data shows that brand trust and brand equity are key drivers of loyalty, measured as a repurchase intention. In fact, jointly both variables lead to travel agency loyalty and when no engagement-enthusiasm dimension exists, for individual repurchase intention, brand equity or brand trust are also needed. Moreover, just engagement in terms of interactions also leads to brand loyalty, but engagement-enthusiasm dimension needs support of eWOM adoption to impact travel agency repurchase intentions. This finding highlights the specific importance of each analyzed variable as key drivers of travel agency loyalty. Theoretical and managerial implications are provided based on results.

Web 2.0 has changed the way users create, share and use online information (O'Connor, 2008). The testimony of anonymous and exempt consumers that emits reviews and ratings through online reviews is a form of Electronic Word of Mouth (eWOM). Positive online reviews can contribute to a significant increase in hotel reservations (Ye, Law, & Gu, 2009). Online reviews are amidst the most important factors that influence hotel reservations (Dickinger & Mazanec, 2008) However, only a small percentage of travelers contribute actively with new reviews and evaluations (Bronner & Hoog, 2011). Thus, it is very important to know what motivates consumers to make online hotel reviews, to get more online comments and, consequently, more hotel reservations. Cantallops and Salvi (2014) say that there is little research on eWOM and hotels. The objective of this study is to identify the different causal combinations (configurations) of motivations (personal, social benefit, social concern, and consumer empowerment (Bronner & Hoog, 2011)), and socio-demographic characteristics (gender and age) that lead to hotel online reviews. The study uses the fuzzy-set Qualitative Comparative Analysis (fsQCA) because it allows to identify the necessary and sufficient configurations to achieve the outcome (Fiss, 2011). This is an innovative approach in this domain, to the best of our knowledge, because the study focuses on the causal recipes of motivations and not on the net effects of independent motivations as past research do. The study obtained a convenience sample of 192 valid responses, from an online survey.The measures show adequate reliability. The results show that the social concern is a necessary condition and the consumer empowerment is an “almost always necessary” condition. The analysis of sufficient conditions show that three different combinations (explain 43.6% of the cases) of conditions exist that lead to eWOM: 1) being a female older than 35 years old combined with high social concern and high consumer empowerment; 2) being a female older than 35 years old combined with high social concern and high personal motivations; and, 3) being a male combined with the presence of high social concern, high personal motivations, and high consumer empowerment which represents the most significant representation of consumers that make online reviews. Managers should consider these recipes in communication and website design strategies. For example, for men, it is important to have jointly a simple communication channel so that they can easily share positive or negative experiences to help others (social concern); a travel website where they get some fun (personal motivation); and, to believe that their opinions are taken into account by the hotels, namely to improve service (consumer empowerment). In this way,hotels and travel services providers promoting these aspects will tend to have more and better online reviews, which will have a positive influence on hotel reservations. Future studies should consider different motivations for online reviews and eWOM.

In recent years, safety recalls have occurred frequently in the biopharmaceutical industry, which affects the health of consumers. This article attempts to use the fsQCA method to draw a conclusion through the study of ESG and its quantification system, as well as the study of data samples related to MES and GMP processes, that is, MES-DPT has a positive impact on process safety management, and GMP-DPT has a positive impact on process safety. Management has a positive and positive impact, and ESG-DPT has a positive and positive impact on process safety management. Finally, this article puts forward suggestions for improving ESG-DPT, MES-DPT, GMP-DPT and the biomedical ESG-DPT model. Future research hopes to further study ESG -DPT model and ESG biomedical industry indicators.