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Book part
Publication date: 8 August 2022

Dhouha Jaziri and Raouf Ahmad Rather

This chapter renews the thought on conceptualizing customer experience (CX) through the perspective of customer knowledge management (CKM). It bridges two pathways: Tacit…

Abstract

This chapter renews the thought on conceptualizing customer experience (CX) through the perspective of customer knowledge management (CKM). It bridges two pathways: Tacit Knowledge and Lived experience of the customer. Hence, refreshing the CX conceptualization aims to grasp the depths of the in situ service lived experience by examining the tacit knowledge forms issued from the lived experience of the client-curist in the well-being tourism. Dealing primarily with the consumption of service experience into the thalassotherapy centers is already an uphill task. This is due to its subtle and embedded experiential nature. Notwithstanding these challenges, it offers substantial knowledge about the conceptualized customer experiential knowledge (CEK). Hence, a generation of a pool of items measuring the customer experiential knowledge-process competence construct (CEK-PC) comes to begin the empirical development of the customer experiential knowledge management (CEKM) approach (as developed by Jaziri, 2013, 2019a). It also offers empirical evidence that corroborates CEK conceptualization (Jaziri-Bouagina, 2017). Through the CEK-PC, this chapter explores the competence of management levels in adopting a phenomenological vision and a global approach of ethnography to acquire CEK for treating, sharing, and using it to implement an experience-based innovation. The thrust of the construct was preserved via the Q-sort technique that has assessed the content validity through two sorting rounds. Forty-two items are retained representing a first step of the measure development.

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Contemporary Approaches Studying Customer Experience in Tourism Research
Type: Book
ISBN: 978-1-80117-632-3

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Book part
Publication date: 30 May 2013

Christina Öberg and Shlomo Yedidia Tarba

This chapter presents a review of the state of the art on the topic of knowledge transfer following post-merger integration (PMI) in international mergers and acquisitions (M&A…

Abstract

This chapter presents a review of the state of the art on the topic of knowledge transfer following post-merger integration (PMI) in international mergers and acquisitions (M&A) and identifies points of agreement and disagreement, recognizes underexplored areas and provides suggestions on how they could be explored in future studies. The chapter points to the limited amount of literature that describes knowledge transfer following international acquisitions, while highlighting it as an emerging field of research. The knowledge transfer literature mainly refers to innovation and innovation capabilities, while areas such as marketing and customer knowledge are vitally absent in the literature. In any international acquisition, such knowledge transfer would be of fundamental importance, given the acquisition motive to reach new markets or customers. Two case studies on the transfer of knowledge about customers following international acquisitions are provided. The case illustrations point to a focus on knowledge transfer on strategic levels in the post-merger integration following international acquisitions, while the operational sales forces’ transfer of knowledge is largely disregarded in practice. Since much of the tacit knowledge about customers is handled on that level, it needs to be recognized and developed. The chapter indicates that raising the awareness of the transfer of knowledge about customers following international acquisitions is important from a practitioner’s as well as a research point of view.

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Philosophy of Science and Meta-Knowledge in International Business and Management
Type: Book
ISBN: 978-1-78190-713-9

Abstract

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Knowledge Translation
Type: Book
ISBN: 978-1-80382-889-3

Book part
Publication date: 14 December 2018

Mustapha Abubakar

Islamic banking institutions have been in operation for nearly 50 years now and despite having been in competition with much more entrenched conventional rivals have demonstrated…

Abstract

Islamic banking institutions have been in operation for nearly 50 years now and despite having been in competition with much more entrenched conventional rivals have demonstrated remarkable potential for growth and sustainability in different countries in both Muslim-dominated and Muslim-minority jurisdictions. The sustained upsurge in Islamic banks’ operations level to even a double-digit mark is not accidental but a replica of the levels of engagement of customers with Islamic banking institutions among other factors. There are various studies on Islamic banking, which covered wide range of issues, including those on Islamic banks customers’ patronage factors.

Accordingly, this chapter presents discussions on factors that influence customers’ engagement/patronage with Islamic banking. From plethora of studies conducted over long period of time and in different countries, many different factors have been identified as the determinants of customers’ engagements. The factors include but are not limited to customers’ personal attributes such as their understanding, knowledge, and perceptions of banking products, the banking institutions’ related factors such as product pricing, technology adopted by bank, environmental factors, and other myriads of determinants.

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Management of Islamic Finance: Principle, Practice, and Performance
Type: Book
ISBN: 978-1-78756-403-9

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Book part
Publication date: 20 June 2005

Mario Rese and Birgit Engel

The aim of both marketing theorists and resource-based view proponents is to explain the creation and the sustainability of competitive advantages (Srivastava et al., 2001, p…

Abstract

The aim of both marketing theorists and resource-based view proponents is to explain the creation and the sustainability of competitive advantages (Srivastava et al., 2001, p. 777). What has not been considered so far is the role of exploitation positions within the competitive game. The purpose of this article is to investigate the consequences of a strategy concerning the active creation of exploitation positions on the side of the customers. The reason for this is the observed tendency in several industries – elevators, paper machines, gas turbines – to actively create such positions. The underlying assumption is that this strategy leads to a competitive advantage for the initial transaction as well as to higher profits for the supplier taking into account the entire relationship. Mainly the second advantage of a higher profit depends heavily on the sustainability of an exploitation position. Therefore, this paper identifies the drivers controlling the sustainability of an exploitation position. In order to derive a broad understanding three different theoretical approaches – Transaction Cost Economics, the Resource-Based View, and Market Process Theory (Austrian Economics) – will be used to explain the effects of exploitation on the competitive position and the profit of the supplier. Finally, the outcome of this paper is threefold: First, the competitive consequences of an exploitation strategy will be identified. Second, the impact of each theoretical approach on the question of exploitation will be analyzed. Third, the integrative potential of the three different theoretical approaches will be examined. More precisely, we discuss institutional economics and information asymmetry in a truly dynamic setting and the impact of radical ignorance and alertness on the idea of isolating mechanisms. This will be done in a parallel discussion of the problems in general and along one case study which focuses on the elevator market.

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Competence Perspectives on Managing Interfirm Interactions
Type: Book
ISBN: 978-0-76231-169-9

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Servitization Strategy and Managerial Control
Type: Book
ISBN: 978-1-78714-845-1

Book part
Publication date: 25 June 2012

Linda D. Peters

Purpose – This chapter proposes three main objectives in relation to understanding customer involvement in business networks. First, to identify important aspects of the network…

Abstract

Purpose – This chapter proposes three main objectives in relation to understanding customer involvement in business networks. First, to identify important aspects of the network structure and environment and how the actions of the customer and other network participants create and maintain these. Second, to identify and explore the mechanisms and processes of resource integration in the network. Third, to identify the capabilities and competencies that customers bring to the network, and to understand how these are enhanced and developed.

Methodology/approach – Conceptual.

Research implications – We recognize that aspects of the resources themselves are important and that the characteristics of the resource and the way in which partners align them were key components of resource analysis.

Practical implications – We note that the interaction of different operant and operand resource combinations opens new doors to customer knowledgeability and involvement, where power over either authoritative or allocative resources in itself will not guarantee value creation.

Social implications – We support the call for the development of more sociologically enriched and complex models of interagent resource exchange. In particular, we would advise the need for a better understanding of how different network structures and environments are created and maintained through domination, legitimation, and signification processes.

Originality/value of chapter – This chapter addresses the gap in our understanding of how customer involvement in business-to-business networks may influence learning, value cocreation, and innovation. This chapter makes an important contribution to research in the field in that it investigates how the inclusion of the customer in business networks alters current assumptions and practices.

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Special Issue – Toward a Better Understanding of the Role of Value in Markets and Marketing
Type: Book
ISBN: 978-1-78052-913-4

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Abstract

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The Strategically Networked Organization
Type: Book
ISBN: 978-1-78635-292-7

Book part
Publication date: 31 January 2015

Nishant Kumar and Ali Yakhlef

The aim of this study is to examine how knowledge-intensive born global firms operating in international markets develop and maintain long-term relationships with their customers…

Abstract

The aim of this study is to examine how knowledge-intensive born global firms operating in international markets develop and maintain long-term relationships with their customers that insure their continued growth beyond the initial stage of internationalization. The study adopts a case study approach, focusing on two Indian born global firms operating with the knowledge-based services sector. The study shows that getting to know the customer intimately helps firms to retain customers over long periods of time. Customer-relationship management strategy is in line with the entrepreneurial orientation of the firms under consideration.

Book part
Publication date: 25 June 2012

Melissa Archpru Akaka, Stephen L. Vargo and Robert F. Lusch

Purpose – The purpose of this essay is to explore further the concept of value cocreation from a service-ecosystems view, by considering the importance of networks and the…

Abstract

Purpose – The purpose of this essay is to explore further the concept of value cocreation from a service-ecosystems view, by considering the importance of networks and the configuration of relationships and resources in markets.

Methodology/approach – We use a conceptual approach to extend a service-dominant (S-D) logic, ecosystems view of value cocreation by drawing on the literature regarding networks in marketing and related research.

Findings – A service-ecosystems approach to cocreating value-in-context is proposed, which points toward networks as mediating factors in value cocreation because they influence the ability to access, adapt, and integrate resources by establishing exchange relationships and shaping the social contexts through which value is experienced.

Research implications – This research suggests that value cocreation is a complex and multidimensional process that is best studied in the context of dynamic networks or ecosystems of service exchange.

Practical implications – This research suggests that networks mediate value cocreation, and thus, firms should consider the configurations of relationships and resources to develop more compelling value propositions.

Social implications – This research draws on the idea that exchange relationships are embedded within society and suggests that processes of value cocreation not only draw on but also contribute to the social contexts that frame market exchange.

Originality/value of essay – This research extends the value cocreation and S-D logic literature by exploring the role of networks in service ecosystems. In this framework, networks are mediators of value cocreation because they enable access to resources and help to (re)shape social contexts through which value is derived.

Details

Special Issue – Toward a Better Understanding of the Role of Value in Markets and Marketing
Type: Book
ISBN: 978-1-78052-913-4

Keywords

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