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Article
Publication date: 12 November 2019

Szu-Hsin Wu and Yuhui Gao

A holistic understanding of sources that evoke customer emotions is essential for creating a positive emotional customer experience (ECX). Despite a significant focus on the…

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Abstract

Purpose

A holistic understanding of sources that evoke customer emotions is essential for creating a positive emotional customer experience (ECX). Despite a significant focus on the cognitive aspect of customer experience and traditional customer behaviours (e.g. loyalty and satisfaction), limited attention has been paid to ECX and co-creation behaviours. The purpose of this paper is to address this important knowledge gap by identifying different emotions and prominent sources of ECX (i.e. emotion triggers and constructors) during service interactions. By doing so, key customer co-creation behaviours are also identified, which help enhance positive customer experience.

Design/methodology/approach

A combined application of the appraisal theory and thematic analysis was used to explore ECX, its sources and co-creation behaviours as observed from 1,063 TripAdvisor customer reviews of luxury hotels in Ireland.

Findings

The results show that a single service interaction can evoke multiple emotions during the interaction process. The findings capture prominent emotions that customers experience and various important emotion triggers (physical environment, service management and offerings and human interaction) and constructors (customer expectation, accumulated service experience and culture fusion and authenticity). Three main customer co-creation behaviours (reinforcing intention, active and resourceful behaviours), which help facilitate the co-creation of positive customer emotions, are also identified.

Originality/value

The study proposes a new framework that provides unique insights into ECX to guide service improvement and innovation. A novel approach of applying the appraisal theory to a netnographic study is used to develop an ECX framework, which integrates various emotion triggers and constructors, and subsequent customer co-creation behaviours in the hotel industry.

Details

International Journal of Contemporary Hospitality Management, vol. 31 no. 11
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 18 January 2021

Robert J. Harrington, Michael C. Ottenbacher, Laura Schmidt, Jessica C. Murray and Burkhard von Freyberg

Based on the Oktoberfest context and memory-dominant logic (MDL), the purpose of the study included assessing drivers of the perceptions of experience uniqueness; if these drivers…

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Abstract

Purpose

Based on the Oktoberfest context and memory-dominant logic (MDL), the purpose of the study included assessing drivers of the perceptions of experience uniqueness; if these drivers and experience uniqueness perceptions transformed in memorable experiences; and if memorable experiences translated into enhanced life satisfaction. Based on these relationships, a typology and theory extension is provided integrating practical examples.

Design/methodology/approach

A five-factor model was tested using exploratory structural equation modeling and structural equation modeling; the factors included food and beverage quality; connectedness; experience uniqueness; meaningfulness and memorability; and life satisfaction.

Findings

Guests connectedness impacted life satisfaction perceptions. Positive perceptions of the experience uniqueness resulted in higher memorability. Food and beverage quality impacted both memorability and life satisfaction. Higher memorability resulted in higher life satisfaction. Attendee nationality impacted the relationship among several of the study’s factors.

Research limitations/implications

Progress was made on assessing the MDL concepts and translating them into quantitative values. Study results supported the impact of connectedness and product quality on perceptions of Oktoberfest experience uniqueness along with the impact of meaningfulness of the experience on life satisfaction perceptions. The authors acknowledged limitations because of one Oktoberfest beer tent focus and the weaknesses of survey methodology, limiting pre- and post-activity reporting and future investigation of moderating effects.

Practical implications

The consideration of higher order impacts (i.e. life satisfaction) is needed when delivering experiences and to entice loyalty and social media apostles. Consumers’ experience connectedness with high-quality perceptions and unique service design are likely to translate to memorable experiences, leading to life satisfaction perceptions. The concept of creating the experience “with” the customer appears to be a key aspect of memorability.

Originality/value

These results tested aspects of MDL and a typology emerged of ideal types as a modified MDL framework driven by two continua: transactional vs experiential quality and experiences designed “to” vs “with” customers.

Details

International Journal of Contemporary Hospitality Management, vol. 33 no. 2
Type: Research Article
ISSN: 0959-6119

Keywords

Content available
Article
Publication date: 21 November 2019

Alessandra Marasco, Marcella De Martino, Alfonso Morvillo and Cihan Cobanoglu

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Abstract

Details

International Journal of Contemporary Hospitality Management, vol. 31 no. 11
Type: Research Article
ISSN: 0959-6119

Article
Publication date: 10 September 2021

Theresa Bernhard and Dirk Holtbrügge

International assignments rely on interactions between host country nationals (HCNs) and an international assignee (IA). These interactions are significantly determined by the…

Abstract

Purpose

International assignments rely on interactions between host country nationals (HCNs) and an international assignee (IA). These interactions are significantly determined by the reputation that the IA holds among HCNs. However, reputation has only scarcely been addressed in extant mobility research, and there is a lack of understanding about how the reputation of an IA shifts among HCNs during the course of an assignment. The purpose of this paper is to understand the development of an individual's reputation as well as the interactions between an IA and HCNs in the context of international assignments.

Design/methodology/approach

This is a conceptual paper that builds upon the central idea in extant research of individual reputation as a social construction and draws on sensemaking theory to develop its conceptual model.

Findings

As extant research argues for both a temporal and dynamic dimension of reputation, the authors introduce time and reputational richness as central model elements. Furthermore, the conceptual model proposes reputational events as the principal triggers for reputational shifts. Reputational events reveal quantitatively and qualitatively new informational cues about the IA to HCNs, who then use these cues to incrementally construct the IA's reputation in sensemaking processes. In addition, contextual factors of reputational shifts, namely accelerators and amplifiers, are discussed. The authors argue that these contextual factors may affect both the timing and the strength of reputational shifts.

Originality/value

The study introduces a novel conceptual model and contributes to the understanding of individual reputation development as well as the interactions between an IA and HCNs in international assignments.

Details

Journal of Global Mobility: The Home of Expatriate Management Research, vol. 10 no. 1
Type: Research Article
ISSN: 2049-8799

Keywords

Article
Publication date: 26 August 2014

Osvaldo García de la Cerda and María Soledad Saavedra Ulloa

The purpose of this paper is to present and explain an enactive tool to be used by managers to move effectively in the context of high uncertainty and complexity that…

254

Abstract

Purpose

The purpose of this paper is to present and explain an enactive tool to be used by managers to move effectively in the context of high uncertainty and complexity that organizations nowadays operate.

Design/methodology/approach

The approach raises in the enactive management that focusses on the ability of the manager to incorporate distinctions as an observer and self-observer to design interactions that can move the situation to be transformed. The key ontological tool that allow this learning is called CLEHES©.

Findings

Using a soft technology as CLEHES, re configures the ways to observe and self-observe of manager and opens the design possibilities of the situation in which the organization is. Managers become choreographers in the sense they can design and move the interactions they observe. The embodied us of this tool requires an educational program that takes the form of hermeneutical laboratory where managers incorporate distinctions in the body and change the perspective they enact.

Practical implications

This approach evokes changes in the observer and the enactor situation/situated in the organizational areas where the manager is responsible.

Originality/value

A different and nurturing technology to self-observer and observation, allow enactive management in multiples domains and organizational contexts where the manager dance. The structural dynamics of the CLEHES dimensions creates multiples realities, through enactive conversations in a learning self-awareness process.

Details

Kybernetes, vol. 43 no. 8
Type: Research Article
ISSN: 0368-492X

Keywords

Article
Publication date: 12 April 2013

Anne Pässilä, Tuija Oikarinen, Satu Parjanen and Vesa Harmaakorpi

The purpose of this paper is to explore a possible way for service providers to learn from their customers' experiences and bridge gaps between their and their customers'…

Abstract

Purpose

The purpose of this paper is to explore a possible way for service providers to learn from their customers' experiences and bridge gaps between their and their customers' perspectives. The research question is as follows: how can users' experiences be transformed through research‐based theatre, in particular Forum Theatre, into a utilizable format in the front‐end of interpretative, user‐driven service innovation in public health care organisations?

Design/methodology/approach

Research‐based theatre (RBT) is introduced in the study as both an artistic intervention technique – aiming to develop public health care services – and as a qualitative research method for interpretative user‐driven innovation processes.

Findings

The study provides a path for the application of Forum Theatre in interpretative user‐driven innovation and highlights the role of “the Joker” as a host of the interpretation.

Research limitations/implications

Further studies could be based on international longitudinal participatory research and combine qualitative and quantitative research methods.

Practical implications

The study contributes to the discussion on the potential of innovation triggered in practical contexts. The potential itself seems to be relatively widely understood, but practical measures to exploit it still seem to be missing to a great extent. This study provides an example of a Finnish application of RBT as it explores the role of Forum Theatre as a sensemaking process in a fuzzy front‐end of innovation.

Originality/value

The study improves the understanding of the implementation of artistic interventions within a user‐driven service innovation in public health care services.

Article
Publication date: 20 June 2008

Frido Smulders, Louis Lousberg and Kees Dorst

This paper aims to create a social constructivist perspective on collaborative architecture that is complementary to the rational‐analytic perspective as embodied in the “hard”…

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Abstract

Purpose

This paper aims to create a social constructivist perspective on collaborative architecture that is complementary to the rational‐analytic perspective as embodied in the “hard” project management tools.

Design/Methodology/approach

Two theoretical perspectives from the field of design methodology, “design as co‐evolution”, and “design as a social process”, form the base for an integrated perspective of collaboration. This integrated perspective describes in detail the social process among multi functional actors involved in co‐creational processes. A third theoretical framework discusses the process of maturing conflicts and conflict prevention using the integrated perspective on collaboration. Data from two empirical studies are used to illustrate both perspectives. The first study used a protocol study approach and the second a grounded approach.

Findings

This paper shows the similarities in design methodology and conflict literature by introducing a social constructivist perspective on collaborative architecture. Especially, the notion of cognitive errors as root cause of “conflictuous” situations becomes apparent. The paper describes in detail the role of perceptual differences that can make and break collaborative architecture.

Practical implications

Based on these findings some hypothetical intervention strategies are proposed that collaborating actors can apply in order to prevent “conflictuous” situations to grow beyond control and even bend those situations towards innovations. Actors engaged in multi functional and multi actor creational processes might benefit from building a rudimentary mental model representing the world of the other function or other organization.

Originality/value

The paper brings together the intra‐subjective and inter‐subjective level in the context of co‐creating (architectural) processes by combining two very different streams of literature, design methodology and maturing conflicts. In both streams one could identify a similar distinction between cognitive processes and social processes. Collaborative architecture without having social‐emotional conflicts is realized by explicating implicitly held knowledge, understandings and perceptions. An individual cognitive effort as well as a social‐interactive effort is needed in which actors explicitly discuss differences in perception before these perceptions evolve into misleading truths. As a basis for such synchronizing discussions the actors need to have some sort of rudimentary understanding of each other's thought world and trust in each other's professionalism and factuality. Thus, preventing conflicts is not about having more communication, but about different communication!

Details

International Journal of Managing Projects in Business, vol. 1 no. 3
Type: Research Article
ISSN: 1753-8378

Keywords

Abstract

Details

IDeaLs (Innovation and Design as Leadership)
Type: Book
ISBN: 978-1-80071-834-0

Open Access
Article
Publication date: 8 November 2021

Mauricio Santos and Walesska Schlesinger

This paper aims to test the effects of brand experience and brand love on brand loyalty and willingness to pay a premium price in streaming television services.

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Abstract

Purpose

This paper aims to test the effects of brand experience and brand love on brand loyalty and willingness to pay a premium price in streaming television services.

Design/methodology/approach

Structural equation modelling was used to assess the proposed theoretical model drawing on data from 220 subscribers of a well-known TV streaming brand services (Netflix).

Findings

The results revealed that brand experience and brand love have a significant direct impact on brand loyalty and willingness to pay a premium price in streaming TV services. Also, the impact brand experience has on brand loyalty and on willingness to pay a premium price is partially mediated by brand love.

Practical implications

In the streaming television industry, brand managers can create more meaningful experiences that create strong and emotional bonds with users, thereby increasing loyalty levels and intention to pay a premium price. Also, brand managers should consider focusing their efforts to young consumers, as they have a stronger attachment to technology than older generational groups.

Originality/value

This paper enriches the existing literature on brand experience in the entertainment television industry and provides evidence of the role of experience and brand love on brand loyalty and willingness to pay a premium price in services.

Propósito

Este estudio prueba el efecto que tiene la experiencia de marca y el amor a la marca en la lealtad a la marca y la disposición a pagar un precio más elevado en las plataformas de servicios de streaming.

Diseño/metodología/enfoque

Un modelo de ecuaciones estructurales (SEM) ha sido utilizado para contrastar el modelo teórico propuesto basándose en datos de 220 suscriptores de una conocida marca de servicios de streaming (Netflix).

Hallazgos

Los resultados revelan que la experiencia de marca y el amor a la marca tienen un impacto significativo y directo en la lealtad a la marca y la disposición a pagar un precio más elevado en el contexto de televisión por streaming. También, el impacto que tiene la experiencia de marca en la lealtad a la marca y en la disposición para pagar un precio más elevado es parcialmente mediado por el amor a la marca.

Implicaciones prácticas

En el contexto de la industria de entretenimiento (televisión por streaming), los gerentes de marca pueden diseñar significativas experiencias que sean capaces de crear fuertes lazos emocionales con sus usuarios, incrementando sus niveles de lealtad y disposición a pagar más. Además, los gerentes de marca deben considerar enfocarse al segmento de consumidores jóvenes, pues ellos tienen más apego a la tecnología que las personas mayores.

Originalidad/valor

Este estudio enriquece la literatura existente sobre experiencia de marca en el sector del entretenimiento televisivo aportando evidencia del rol de la experiencia y del amor hacia la marca en la lealtad y la disposición a pagar un precio elevado.

目的:

本研究检验了品牌体验和品牌喜爱对流媒体电视服务的品牌忠诚度和高价支付意愿的影响。

设计/方法/途径:

结构方程模型(SEM)被用来评估本文所提出的理论模型, 该模型的数据来自于一个知名电视流媒体品牌服务方(Netflix)的220名订阅用户。

结果:

本文的结果显示, 品牌体验和品牌喜爱对流媒体电视服务的品牌忠诚度和高价支付意愿有显著的直接影响。同时, 部分品牌体验对品牌忠诚度和高价支付意愿的影响会被品牌喜爱所调节。

实践意义:

在流媒体电视行业中, 品牌经理可以创造更多有意义的体验, 与用户建立强大的情感联系, 从而提高忠诚度和高价支付意愿。同时, 品牌经理应该考虑将他们的工作重点放在年轻消费者身上, 因为他们比老一辈群体对科技有更强的依恋。

原创性/价值:

本文丰富了关于娱乐电视行业品牌体验的现有文献, 并提供证据证明了体验和品牌喜爱对品牌忠诚度和高价支付意愿的作用。

Article
Publication date: 22 June 2018

Catherine Lee

The purpose of this paper is to examine the author’s experiences as a school teacher and a lesbian. It considers the culture and discourses of power in the school and the ethical…

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Abstract

Purpose

The purpose of this paper is to examine the author’s experiences as a school teacher and a lesbian. It considers the culture and discourses of power in the school and the ethical implications of telling the author’s story. Utilizing autoethnography as a method of inquiry, it draws on a critical incident to explore the incompatibility of the author’s private and professional identities, and reflect on the impact of homophobic and heteronormative discursive practices in the workplace, on health, well-being and identity.

Design/methodology/approach

This research is grounded in an interpretivist philosophy. It utilizes writing about the self as a method of inquiry.

Findings

This research examines the incompatibility of the author’s private and professional identities and offers insight into the steps that those in positions of power will take to protect and perpetuate the heteronormative discourse of rural life.

Research limitations/implications

This research presents the perspective of only one lesbian teacher in a rural context. Consequently, generalizations are inappropriate and recommendations are difficult. Whilst the absence of clear ethical regulation presents an infinite number of possibilities for autoethnographers, the silence that surrounds the prescription of the ethics of autoethnography leaves those of us at the beginnings of our research careers without clear guidance.

Originality/value

This research specifically addresses a dearth of research examining the experiences of the rural lesbian (or gay) teacher in the UK. Headteachers of rural schools must ensure that their schools are inclusive and welcoming environments for teachers, and their equalities policies are living documents that are not simply cast aside in the face of rural parent power. Young people in the countryside deserve access to the full pool of teaching talent and should have access to the diverse role models that their urban and suburban counterparts are beginning to enjoy.

Details

Journal of Organizational Ethnography, vol. 7 no. 3
Type: Research Article
ISSN: 2046-6749

Keywords

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