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1 – 10 of over 2000
Article
Publication date: 28 August 2024

Vincent Jeseo, Matthew M. Lastner and Hulda G. Black

The e-services market is expected to reach nearly $500bn globally by 2028. As this marketplace grows, customer-to-customer interactions (CCIs) occurring through virtual channels…

Abstract

Purpose

The e-services market is expected to reach nearly $500bn globally by 2028. As this marketplace grows, customer-to-customer interactions (CCIs) occurring through virtual channels will likely increase. Consequently, the purpose of this research is to examine how the context in which CCI’s occur (i.e. virtual vs in-person) and the frequency of their occurrence affects customer identification, leading to increased customer engagement and more favorable purchase behaviors.

Design/methodology/approach

Two studies were conducted to test the proposed models and hypotheses. The sample for Study 1 is comprised of college students taking in-person or online classes (n = 290). In Study 2, members of an online brand community (n = 125) were surveyed. Hypotheses were tested using structural equation modeling (SEM).

Findings

Overall, results support a mediation effect such that CCI context (virtual vs in-person) affects customer engagement and purchase behaviors via customer identification. Specifically, Study 1 finds that customer engagement behaviors (CEBs) are greater for in-person CCIs due to the frequency of interactions and heightened identification between customers. Study 2 further examines the CCI frequency-identification link and finds that customer-firm identification is the only form of identification that affects CEBs and purchase behaviors.

Originality/value

Limited customer engagement research has examined the effects of CCIs on CEBs, and research has rarely compared in-person to virtual CCI contexts. This paper addresses these shortcomings by testing the effects of in-person and virtual CCIs on CCI frequency, identification and CEBs. This research fills another important gap in the literature by considering the unique effects of specific dimensions of customer identification on CEBs and purchase behaviors.

Details

Journal of Services Marketing, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0887-6045

Keywords

Article
Publication date: 5 August 2024

Pushpendu Chand and Pradeep Kumar Tarei

Despite IoT’s huge potential, enterprises’ ability to leverage it is their competitive advantage. Thus, competitive differentiation is primarily predicated on leveraging IoT…

Abstract

Purpose

Despite IoT’s huge potential, enterprises’ ability to leverage it is their competitive advantage. Thus, competitive differentiation is primarily predicated on leveraging IoT toward customer needs. To examine the research gap, this study aims to explore the drivers of customer satisfaction and how they are affected by the interaction between IoT capabilities.

Design/methodology/approach

A mixed-method research framework is applied to assess the impact of IoT capabilities on customer satisfaction. Based on the theoretical underpinning of the resource-based view and dynamic capability, the study highlights the importance of IoT capabilities in active resource allocation and effective resource utilization. First, DEMATEL is used capture the interrelationship between IoT capabilities. Further, the impact of each IoT capabilities on customer satisfaction is studied using CoCoSo method.

Findings

The study highlights the importance of IoT capabilities in active resource allocation and effective resource utilization. The findings are enriched through the complementarity of resources in a dynamic business-to-business-to-customer (B2B2C) scenario. The authors expand the IoT capabilities from conventional business-to-business (B2B) or business-to-customer (B2C) scenario to tri-nodal B2B2C relationship triangle.

Practical implications

Based on the findings, the authors offer a business transformation strategy for firms in key areas of customer satisfaction by leveraging IoT. The study can help management prioritize and develop key IoT capabilities to meaningfully increase customer satisfaction metrics.

Originality/value

Building on the dynamic capabilities and resource-based view of the firm, an integrated decision-making research model is proposed. In addition, this study investigates the product and service capabilities unlocked using IoT capabilities. This work can be considered one of the leading attempts to improve customer satisfaction using IoT capabilities from traditional dyadic (B2B or B2C) structure to triadic (B2B2C) framework.

Details

Journal of Business & Industrial Marketing, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0885-8624

Keywords

Article
Publication date: 6 June 2024

Mojtaba Barari, Lars-Erik Casper Ferm, Sara Quach, Park Thaichon and Liem Ngo

Artificial intelligence (AI) has become a pivotal technology in both marketing and daily life. Despite extensive research on the benefits of AI, its adverse effects on customers…

Abstract

Purpose

Artificial intelligence (AI) has become a pivotal technology in both marketing and daily life. Despite extensive research on the benefits of AI, its adverse effects on customers have received limited attention.

Design/methodology/approach

We employed meta-analysis to synthesise effect sizes from 45 studies encompassing 50 independent samples (N = 19,503) to illuminate the negative facets of AI's impact on customer responses.

Findings

Adverse effects of AI, including privacy concern, perceived risks, customer alienation, and uniqueness neglect, have a negative and significant effect on customers' cognitive (perceived benefit, trust), affective (attitude and satisfaction) and behavioural responses (purchase, loyalty, well-being). Additionally, moderators in AI (online versus offline), customer (age, male vs. female), product (hedonic vs. utilitarian, high vs. low involvement), and firm level (service vs. manufacturing) and national level (individualism, power distance, masculinity, uncertainty avoidance, long-term orientation) moderate these relationships.

Practical implications

Our findings inform marketing managers about the drawbacks of utilising AI as part of their value proposition and provide recommendations on how to minimise these effects in different contexts. Additionally, policymakers need to consider the dark side of AI, especially among the vulnerable groups.

Originality/value

This paper is among the first research studies that synthesise previous research on the dark side of AI, providing a comprehensive view of its diminishing impact on customer responses.

Details

Marketing Intelligence & Planning, vol. 42 no. 7
Type: Research Article
ISSN: 0263-4503

Keywords

Article
Publication date: 20 August 2024

Keyi Fang, Xiaobo Wu, Weiqi Zhang and Linan Lei

This article aims to unfold digital servitization by exploring the key resources and resource orchestration (i.e. resource configuration and interaction).

Abstract

Purpose

This article aims to unfold digital servitization by exploring the key resources and resource orchestration (i.e. resource configuration and interaction).

Design/methodology/approach

This article conducted an explorative two-stage research strategy of Chinese servitized manufacturers using a preliminary case study and fuzzy-set Qualitative Comparative Analysis (fsQCA) design. The data collection was conducted between 2016 and 2021.

Findings

This article identifies five key resources – radical, complex technological resources, complementary, specific market resources and digital resources – and their configurations – leveraging market opportunities, leveraging innovation integration and leveraging resource advantages – to facilitate servitization in the digital age. The findings underscore the interaction between technological and market resources as well as the role of digital resources in promoting the servitization journey.

Originality/value

This article contributes to the understanding of servitization in the digital context by examining the key resources and their interactions involved. It builds upon the configurational logic of servitization, expanding the existing framework in the digital context and highlighting the significance of technological and market resource orchestration and interaction in servitization research. Moreover, the paper contributes through its exploratory two-stage approach, going beyond a conceptual understanding of servitization by focusing on both the factors that enable servitization (WHAT) and the configurations that lead to servitization (HOW). Additionally, the article investigates the attributes of resources as lower-level components, addressing the need to explore the micro-level practice of resource realignment. By providing clarity on the configurations of servitization, the paper offers practical guidelines for practitioners on how to effectively utilize resources and benefit from digital servitization.

Details

International Journal of Operations & Production Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0144-3577

Keywords

Article
Publication date: 27 March 2023

Thamaraiselvan Natarajan and Deepak Ramanan V

Building on Stimulus Organism Response theory, the current study examines the influence of Integrated store service quality (ISSQ) on the omnichannel customer experience…

Abstract

Purpose

Building on Stimulus Organism Response theory, the current study examines the influence of Integrated store service quality (ISSQ) on the omnichannel customer experience dimensions (Cognitive, Affective and Relational), subsequently leading to their psychological ownership of the store, which eventually explains their Augmenting, Co-developing, Influencing and Mobilizing behaviors. The moderating role of omnichannel shopper perceived relationship investment in a few proposed relationships was tested.

Design/methodology/approach

The research is a descriptive, quantitative and cross-sectional investigation. A purposive sampling technique was used. It was conducted using data collected from 554 Indian omnichannel shoppers using a validated self-administered questionnaire. The proposed conceptual model was tested using PLS-SEM.

Findings

The results indicate that ISSQ positively impacts all three dimensions of omnichannel customer experience (cognitive, affective and relational). All three dimensions directly affect psychological ownership, eventually impacting their (Augmenting, Co-developing, Influencing and Mobilizing) engagement behaviors. The moderating effect of the omnichannel shopper, perceived relationship investment, revealed that it had a significant positive impact on the relationship between dimensions of omnichannel customer experience and psychological ownership of shoppers towards the store, which eventually fosters the customer–retailer value co-creation like engagement behaviors.

Research limitations/implications

The study is conducted in the Indian population, where omnichannel retailing is still nascent.

Originality/value

This study addresses the need to investigate other dimensions (apart from cognitive and affective) of the omnichannel customer experience that might eventually influence various service firms' customer engagement behaviors. This study is the first to show that integrated store service quality might stimulate (Augmenting, Co-developing, Influencing and Mobilizing) engagement behaviors through customer experience dimensions and the customer's sense of belongingness to the store. The moderating role of omnichannel shoppers' perceived relationship investment in a few proposed relationships was tested.

Article
Publication date: 8 August 2024

Mojtaba Barari, Mitchell Ross, Sara Quach and Jiraporn Surachartkumtonkun

This paper aims to explore the concept of “actor engagement” within the context of the sharing economy, a novel and dynamic business model. Specifically, it investigates the…

Abstract

Purpose

This paper aims to explore the concept of “actor engagement” within the context of the sharing economy, a novel and dynamic business model. Specifically, it investigates the formation of actor engagement and its relationship with value creation within this business model.

Design/methodology/approach

Drawing on Storbacka et al. (2016)actor engagement framework and service-dominant logic service ecosystem model, unstructured data (text and images) from the Airbnb platform in seven countries and text- and image-mining techniques such as machine learning are used to measure the research variables and test the model by PLS-SEM.

Findings

The results indicate that affective engagement has a more significant impact on behavioural engagement than cognitive engagement for multidimensional actor engagement. Service providers’ engagement – directly, and through customer engagement – influences value creation for service providers (i.e. performance). Moreover, national-level moderator (i.e. economic, competitiveness, technology, social and political factors) plays a significant moderating role in our model.

Research limitations/implications

This study encourages future research to explore how actor engagement leads to value creation for all actors on the different sharing economy platforms.

Practical implications

The findings provide practical insights for service providers to engage their customers and platform managers, especially in an international context, on managing their relationships with both customers and service providers in different countries.

Originality/value

This study advances the current literature on actor engagement and its role in value creation by providing a better understanding of the role of the national context in this process through unstructured data analysis.

Details

European Journal of Marketing, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0309-0566

Keywords

Article
Publication date: 8 August 2023

Hsiu-Yu Teng, Chien-Yu Chen and Tien-Cheng Han

Studies have explored the determinants of customer advocacy because of customer advocacy's vital role in improving the efficiency and effectiveness of marketing. The current…

675

Abstract

Purpose

Studies have explored the determinants of customer advocacy because of customer advocacy's vital role in improving the efficiency and effectiveness of marketing. The current research complements the existing literature in the hospitality field by examining the association between restaurant innovativeness and customer advocacy while also investigating the mediating roles of self-image congruity and customer engagement.

Design/methodology/approach

The statistical software AMOS version 25 and bootstrapping were employed to test the hypotheses. Purposive sampling was employed for participant recruitment, and a self-administered questionnaire was used to collect data. Data were collected from Taiwanese customers who had dined at selected restaurants.

Findings

The results from 385 restaurant customers reported that self-image congruity had an indirect impact on customer advocacy through customer engagement. Customer advocacy was influenced by restaurant innovativeness through the mediation of customer engagement. The influence of restaurant innovativeness on customer advocacy was positively and sequentially mediated by self-image congruity and customer engagement.

Practical implications

Restaurant innovativeness is linked to customer advocacy through self-image congruity and customer engagement. Thus, restaurant managers should implement strategies focusing on innovativeness to improve self-image congruity and engagement among customers.

Originality/value

The current research may be the first to provide a research model that explores restaurant innovativeness, self-image congruity, customer engagement and customer advocacy in the hospitality context. This study also has practical implications for enhancing customer advocacy.

Details

Journal of Hospitality and Tourism Insights, vol. 7 no. 4
Type: Research Article
ISSN: 2514-9792

Keywords

Article
Publication date: 28 March 2023

Sheshadri Chatterjee, Ranjan Chaudhuri and Demetris Vrontis

The purpose of this study is to examine how the pandemic impacted on business-to-business (B2B) cooperation and coordination, as well as on firms' financial and operational…

Abstract

Purpose

The purpose of this study is to examine how the pandemic impacted on business-to-business (B2B) cooperation and coordination, as well as on firms' financial and operational performance, from the B2B context in the era of knowledge economy.

Design/methodology/approach

With the help of social network theory, coordination theory and existing literature, a theoretical model was developed conceptually. Later, the conceptual model was validated using structural equation modelling technique with consideration of 712 respondents from different firms who are engaged in managing B2B relationships on behalf of their firms.

Findings

The study found that the COVID-19 pandemic has had a considerable moderating impact on the relationship between B2B cooperation and coordination with B2B relationship satisfaction. The study also highlighted that there is a degradation of financial and operational performance of firms due to the impact of COVID-19 pandemic on their B2B relationship management.

Practical implications

There is a challenging and ever-evolving global economy caused by the COVID-19 pandemic. Although it is argued that the pandemic has accelerated the growth of some online firms, it has also had a catastrophic effect, culminating in many firms failing. This study has developed a new business model which helps in improving financial as well as operational performance of the firms in post COVID-19 scenario, especially in the era of knowledge economy.

Originality/value

This is a unique study as this study (1) develops a unique theoretical model with high explanative power, (2) demonstrates how digital reliance and new business model help the firms in post COVID-19 pandemic and (3) adds to the body of literature in the domain of digital reliance, knowledge economy and B2B relationship management.

Details

Journal of Enterprise Information Management, vol. 37 no. 5
Type: Research Article
ISSN: 1741-0398

Keywords

Article
Publication date: 27 May 2024

Rodoula H. Tsiotsou, Sertan Kabadayi, Jennifer Leigh, Julia Bayuk and Brent J. Horton

This paper seeks to deepen and improve our understanding of business ethics in services by developing a typology that reconciles and integrates disparate and often conflicting…

Abstract

Purpose

This paper seeks to deepen and improve our understanding of business ethics in services by developing a typology that reconciles and integrates disparate and often conflicting ideas and viewpoints while providing practical guidance for ethical decision-making.

Design/methodology/approach

The paper examines current theoretical approaches in ethics to provide an understanding of the ethical theories, how they have been applied and how they have evolved in businesses and marketing. It discusses conceptual issues related to ethical dilemmas and the available typologies.

Findings

Based on the axioms of the Triple-A Framework for Ethical Service Research, the Typology of Ethical Dilemmas in Services (TEDS) is proposed. The typology identifies three types of dilemmas based on four dimensions considering all service interactions guided by normative ethics (virtue, deontological and consequentialism).

Practical implications

The proposed DILEMMAS process illustrates the practical application of TEDS.

Originality/value

This paper extends the ethics and services literature by offering a novel theoretical and practical approach to addressing ethical dilemmas. TEDS is authentic, advances our knowledge and applies to all service organizations that aim to manage ethical dilemmas effectively.

Article
Publication date: 19 March 2024

Junsung Park, Joon Woo Yoo, Youngju Cho and Heejun Park

This study aims to understand the reasons for individuals switching from traditional banks to Internet-only banks and examine how switching intentions differ between Generation X…

Abstract

Purpose

This study aims to understand the reasons for individuals switching from traditional banks to Internet-only banks and examine how switching intentions differ between Generation X and Generation Z. Notably, Generation Z, being digital natives, exhibits distinct characteristics compared to Generation X, who often referred to as digital immigrants. Given the technology-driven nature of Internet-only banks, a multi-group analysis between these two generations was conducted.

Design/methodology/approach

This study utilizes Bansal’s push–pull–mooring model as a framework to analyze switching intention. The study collected survey data from 383 Korean participants, consisting of 198 participants from Generation Z and 185 participants from Generation X.

Findings

The findings indicate that low satisfaction and discomfort are factors that push people to leave traditional banks. Specifically, Generation Z shows a significantly higher inclination to leave traditional banks due to discomfort. On the other hand, relative advantage, compatibility, observability and trialability are factors that pull people to switch to Internet-only banks. Generation X is more likely to consider adopting Internet-only banks when compatibility is high and complexity is low.

Originality/value

This study is the first to explore unique motivators for Generation Z, such as their discomfort with interpersonal interactions in the retail banking sector. These findings challenge earlier research emphasizing human interaction’s importance in technology adoption, offering insights into their future adoption of contactless services.

Details

International Journal of Bank Marketing, vol. 42 no. 5
Type: Research Article
ISSN: 0265-2323

Keywords

1 – 10 of over 2000