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1 – 10 of over 5000Marcel van Birgelen, Benedict G.C. Dellaert and Ko de Ruyter
This paper aims to examine communication channels for in‐home service provision. In particular, it aims to focus on the joint effect of two converging trends: the increase of…
Abstract
Purpose
This paper aims to examine communication channels for in‐home service provision. In particular, it aims to focus on the joint effect of two converging trends: the increase of in‐home services involving high degrees of customer participation;and the extension of the number of channels that service firms use to communicate with customers. It seeks to assess which benefits customers desire of communication channels across in‐home service production formats and how these benefit desires determine their communication channel consideration for in‐home services.
Design/methodology/approach
Based on a literature review a conceptual framework was constructed. Using the association pattern technique (APT), a survey of 383 customers of a Dutch energy company was carried out. The APT enabled the authors to quantify the relationship between participative in‐home service provision situations, desired communication channel benefits, and communication channel consideration.
Findings
Results show that customers focus more strongly on functionally‐ and economically‐oriented communication channel benefits in high customer participation service formats. In contrast, socially‐oriented communication channel benefits seem more appropriate when low customer participation in the provision of in‐home services is involved. The match between benefits desired by the customer and benefits provided by a communication channel is identified as a central mechanism behind communication channel consideration for in‐home services. Furthermore, evidence is found for customer heterogeneity in desired communication channel benefits and channel consideration, based on age, education, and past channel usage.
Originality/value
This paper contributes to the multichannel knowledge base by hypothesizing and demonstrating how specific benefit desires arise from allowing/requiring customers to participate in in‐home service provision. The study also provides valuable insight into the mechanism behind communication channel consideration by customers during in‐home service provision.
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The purpose of this study was to re-examine racial and gender differences in home and community-based services utilization. Using the 1999 National Long Term Care Survey, the…
Abstract
The purpose of this study was to re-examine racial and gender differences in home and community-based services utilization. Using the 1999 National Long Term Care Survey, the Anderson-Newman (1995) health behavioral model, social supports and structural factors were used to examine predictors of service use among four in-home and two community-based services. The results showed that race did not have a significant main effect on service use, but gender had a significant main effect for housework, home delivered meals, and congregate meals. Using an interaction term, older white women reported higher usage of housework. Among the predictors, enabling factors had the strongest effect on the use of personal care/nursing, home delivered meals, transportation and senior centers’ services. The results also indicated the importance of social supports and structural factors, particularly service awareness, in predicting service use. Implications for policies and practice to improve community outreach, access and utilization of services by different racial groups of elders are discussed.
In‐home computerised banking is at the early stage of market development in a number of countries. Despite similarities of in‐home services offered by the banks, market…
Abstract
In‐home computerised banking is at the early stage of market development in a number of countries. Despite similarities of in‐home services offered by the banks, market penetration of home banking technology varies by country of adoption. The diffusion of innovation theory is used to help explain the variance in home banking penetration levels in France, the UK and the US.
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Piotr Chelminski and Robin A. Coulter
This paper aims to examine the relationships between consumer advocacy and consumer complaining behaviors such as voicing and negative word‐of‐mouth in the context of…
Abstract
Purpose
This paper aims to examine the relationships between consumer advocacy and consumer complaining behaviors such as voicing and negative word‐of‐mouth in the context of dissatisfactory service experiences.
Design/methodology/approach
Using an experimental design embedded in a survey methodology, the authors examine the relationship between consumer advocacy and the likelihood for complaining about dissatisfactory service experiences among adult US consumers. Additionally, the authors examine the differences between likelihood for voicing and negative word‐of‐mouth (NWOM) in the context of dissatisfactory service experiences at varying levels of service encounter failure.
Findings
The authors find that consumer advocacy is positively related to consumer complaining (i.e. voicing and NWOM), and that likelihood of NWOM is consistently greater than likelihood of voicing.
Research limitations/implications
This study uses a convenience sample of US adult consumers, which could compromise generalizability of the results to broader consumer populations.
Practical implications
Based on these results, the authors suggest that companies and consumer protection agencies appeal to consumers' advocacy tendencies to facilitate voicing so problems can be quickly identified and resolved, and the negative word‐of‐mouth can be minimized.
Originality/value
This study is the first attempt known to authors to link consumer advocacy to complaining behaviors in the marketplace.
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Alan J. Greco and D. Michael Fields
Examines the need for marketers of service innovations to be awareof barriers to trial and adoption. Considers the example of theintroduction of interactive home video ordering…
Abstract
Examines the need for marketers of service innovations to be aware of barriers to trial and adoption. Considers the example of the introduction of interactive home video ordering services in the USA which failed in part due to inaccurate market segmentation and targeting. Introduces empirical evidence, based on Roger′s model of diffusion, that early trier segments exist for innovative services. States that the study′s findings are of relevance to other services such as cellular telephone systems and electronic funds transfer systems. Concludes that early trier segments should be targeted during initial marketing carried out by service providers, who will have studied potential markets and identified requirements of different segments.
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Yanya Ruan and Ni Liang
This study aims to distinguish between service arguments and communication arguments within a home-sharing review and to investigate their roles in consumer purchase…
Abstract
Purpose
This study aims to distinguish between service arguments and communication arguments within a home-sharing review and to investigate their roles in consumer purchase decision-making.
Design/methodology/approach
Based on the setting of Airbnb, a 3 (service argument valence: positive, neutral, and negative) × 3 (communication argument valence: positive, neutral, and negative) online experiment was conducted. Data collected from 379 participants were used to test the hypotheses.
Findings
The three main determinants of purchase intention: perceived host service quality, perceived facility service quality, and perceived social value, are affected by both service arguments and communication arguments. Service arguments positively influence perceived host service quality and perceived facility service quality, while communication arguments contribute significantly to perceived host service quality and perceived social value. However, perceived facility service quality is affected by the combination of service arguments and communication arguments rather than by the service arguments only, because service argument trustworthiness, a factor influencing the effect of service arguments, varies across the combination of two types of arguments.
Practical implications
This research helps home-sharing platform managers to understand how to facilitate transaction success through displaying different review arguments needed by consumers. Additionally, the dual role of communication arguments emphasizes a necessity for hosts to encourage positive communication arguments and provide additional cues on the facility service quality.
Originality/value
The service arguments and communication arguments in home-sharing reviews are distinguished, and their distinct roles in consumers' purchase intention have been uncovered.
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Tracy J. Pinkard and Leonard Bickman
Two major reform movements have shaped child and adolescent mental health services over the past quarter-century: the Systems of Care movement, and more recently, the movement…
Abstract
Two major reform movements have shaped child and adolescent mental health services over the past quarter-century: the Systems of Care movement, and more recently, the movement toward evidence-based practice. Results from several studies indicate that youth served in traditional residential or inpatient care may experience difficulty re-entering their natural environments, or were released into physically and emotionally unsafe homes (Bruns & Burchard, 2000; President's Commission on Mental Health, 1978; Stortz, 2000; Stroul & Friedman, 1986; U.S. Department of Health and Human Services, 1999). The cost of hospitalizing youth also became a policy concern (Henggeler et al., 1999b; Kielser, 1993; U.S. Department of Health and Human Services, 1999). For example, it is estimated that from the late 1980s through 1990 inpatient treatment consumed nearly half of all expenditures for child and adolescent mental health care although the services were found not to be very effective (Burns, 1991; Burns & Friedman, 1990). More recent analyses indicate that at least 1/3 of all mental health expenditures for youth are associated with inpatient hospitalization (Ringel & Sturm, 2001).
Kathleen Biebel and Jeffrey L. Geller
A system of care is a function-specific, rather than agency-specific approach defined as a “comprehensive spectrum of mental health and other necessary services which are…
Abstract
A system of care is a function-specific, rather than agency-specific approach defined as a “comprehensive spectrum of mental health and other necessary services which are organized into a coordinated network to meet the multiple and changing needs of children and adolescents with severe emotional disturbances and their families” (Stroul & Friedman, 1986). A system of care provides a mental health delivery system for children with SED with a wide array of accessible, community-based services that focus on children's individual needs, include the family in treatment planning, and provide culturally competent services. System of care services are provided by multiple child serving agencies and are collaborative and coordinated (Stroul & Friedman, 1986).
Kelley O'Reilly and David Paper
A paucity of literature considers a growing trend within the retail space whereby franchise companies and their franchisees market and sell products and services across multiple…
Abstract
Purpose
A paucity of literature considers a growing trend within the retail space whereby franchise companies and their franchisees market and sell products and services across multiple channels, including company‐owned retail stores. This case study aims to explore the processes used to support the customer experience, the control mechanisms that are in place, and the channels by which these customer‐company interactions occur.
Design/methodology/approach
A qualitative approach employing an adaptation of the grounded theory method for data collection, coding, and analysis was used and this study specifically focused on an international van‐based service franchise during the integration of the franchise company's service into the retail brick‐and‐mortar locations of the parent company. Participants included retail employees of the parent company, franchise company support staff, franchisees, and third‐party call center agents working for the parent company.
Findings
Findings suggest a relationship exists between the alignment of the internal factors of the customer relationship management (CRM) experience (e.g. people, processes, and technology) and the relative strength or weakness of each external factor (e.g. customer, company, and competition). Moreover, it is postulated that weaker customer‐centric service results in greater misalignment of internal factors and leads to larger service variability, or sub‐optimized CRM.
Originality/value
The unique contribution of this research is the juxtaposition of the disparate marketing approaches of the parent company and franchisees and the subsequent impact on CRM efforts of the company. A conceptual model of internal and external factors of the CRM experience is presented.
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Elisabetta Garagiola, Alessandro Creazza and Emanuele Porazzi
This study aims to analyze the managerial levers previously considered in literature in the setting of the provision of primary care and community services (in particular for…
Abstract
Purpose
This study aims to analyze the managerial levers previously considered in literature in the setting of the provision of primary care and community services (in particular for patients with long-term conditions being treated also at home) as well as those scarcely explored that could potentially be adopted in the future.
Design/methodology/approach
This study was a structured literature review. The authors retrieved papers, published from 2005–2020, from electronic databases (i.e. ABI/INFORM Complete, Jstor, PubMed and Scopus). Each selected paper was assigned to a framework category, and a thematic analysis was performed.
Findings
Topics scarcely explored in literature were related to logistics/supply chain, economic evaluations, performance management and customer satisfaction. Some papers embraced more than one management topic, confirming the multidisciplinary nature of territorial healthcare services. The majority of research, however, focused on only one aspect of primary care services, and a lack of an integrated view regarding the provision of those services emerged.
Originality/value
This study represents a first attempt to rationalize the fragmented body of knowledge on the topic of the provision of primary and community care services. This study enabled some light to be shed on the managerial levers already explored previously in literature and also identifies a number of trajectories for future research.
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