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Article
Publication date: 11 November 2020

Kumar Rakesh Ranjan, Rupanwita Dash, Praveen Sugathan and Wen Mao

In important interpersonal service interactions with a frontline employee (FLE), consumers at times fail to carry out their share of responsibility in the execution of the…

Abstract

Purpose

In important interpersonal service interactions with a frontline employee (FLE), consumers at times fail to carry out their share of responsibility in the execution of the service, resulting in a situation of “consumer created emergency”. This might defeat the consumer's goal of availing the service (termed as consumer failure). This study explains the role of employee's hope in managing consumer failure in the situation of consumer created emergencies.

Design/methodology/approach

Hypotheses were tested in three experiments that simulated service emergency across a general printing service situation and a travel service situation.

Findings

The study shows that: (1) FLE hope has a positive effect on consumer satisfaction, and is mediated by the consumer's assumed effort by the FLE; (2) the effect of FLE hope on consumer satisfaction changes with changing levels of consumer hopefulness about the service outcome; (3) despite situation of consumer created emergency, consumer failure results in low consumer satisfaction due to attribution error and (4) external attribution by the FLE could not significantly rectify consumer's attribution error and hence could not alleviate consumer dissatisfaction.

Research limitations/implications

The study suggests relevance and pathways of managing emotions and attributions of consumers and FLEs for superior performance outcomes.

Originality/value

The study theorizes and tests the role of hope, which is an important positive emotion during emergencies because frontline service settings have heretofore predominantly focused on managing negative traits and outcomes.

Details

Journal of Service Theory and Practice, vol. 31 no. 1
Type: Research Article
ISSN: 2055-6225

Keywords

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Article
Publication date: 1 January 2021

Roderick J. Brodie, Kumar Rakesh Ranjan, Martie-louise Verreynne, Yawei Jiang and Josephine Previte

The COVID-19 pandemic has created a crisis for healthcare systems worldwide. There have been significant challenges to managing public and private health care and related…

Abstract

Purpose

The COVID-19 pandemic has created a crisis for healthcare systems worldwide. There have been significant challenges to managing public and private health care and related services systems’ capacity to cope with testing, treatment and containment of the virus. Drawing on the foundational research by Frow et al. (2019), the paper explores how adopting a service ecosystem perspective provides insight into the complexity of healthcare systems during times of extreme stress and uncertainty.

Design/methodology/approach

A healthcare framework based on a review of the service ecosystem literature is developed, and the COVID-19 crisis in Australia provides an illustrative case.

Findings

The study demonstrates how the service ecosystem perspective provides new insight into the dynamics and multilayered nature of a healthcare system during a pandemic. Three propositions are developed that offer directions for future research and managerial applications.

Practical implications

The research provides an understanding of the relevance of managerial flexibility, innovation, learning and knowledge sharing, which offers opportunities leading to greater resilience in the healthcare system. In particular, the research addresses how service providers in the service ecosystem learn from this pandemic to inform future practices.

Originality/value

The service ecosystem perspective for health care offers fresh thinking and an understanding of how a shared worldview, institutional practices and supportive and disruptive factors influence the systems’ overall well-being during a crisis such as COVID-19.

Details

Journal of Service Theory and Practice, vol. 31 no. 2
Type: Research Article
ISSN: 2055-6225

Keywords

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Article
Publication date: 4 December 2019

Kumar Rakesh Ranjan and Stuart Read

Despite the increasing prominence of value co-creation (VCC) in extant research, the area of customer co-creation is in its infancy and many aspects are not…

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1121

Abstract

Purpose

Despite the increasing prominence of value co-creation (VCC) in extant research, the area of customer co-creation is in its infancy and many aspects are not well-understood. This paper aims to important work from the individual psychology literature with the concept of VCC and offers empirical evidence to untested theoretical claims regarding the role of the individual in VCC.

Design/methodology/approach

The investigation begins with reviews of the literature of individual psychology and VCC to compare the concepts they use to explain the role of the individual in co-creation. The results of the theoretical development are empirically derived using a multiple vignette-based study to examine relationships between individual characteristics and the activity of VCC.

Findings

The authors find a positive effect of a customer’s prosocial orientation, perspective taking and involvement on VCC. However, a customer’s extraversion does not affect the degree of VCC. The desire-to-participate mediates these relationships.

Research limitations/implications

This study offers a foundation for some of the central claims about VCC and encourages a precise understanding of the impact of individual customer psychology in value co-creation with firms. Implications for the service-dominant logic of marketing and core work in psychology are discussed.

Practical implications

Managers seeking to design co-creative ecosystems need to know about the individuals they are co-creating with. In this research, the authors clearly exemplify how managers can use in practice a theoretical understanding of individuals to better direct the activity of VCC.

Originality/value

This paper provides both new theoretical knowledge from the parallel literature review and exciting empirical results from the authors’ investigation into phenomenological claims regarding VCC.

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Article
Publication date: 8 August 2016

Alexander Rossmann, Kumar Rakesh Ranjan and Praveen Sugathan

This paper aims to complement the current understanding about user engagement in electronic word-of-mouth (eWoM) communications across online services and product…

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4733

Abstract

Purpose

This paper aims to complement the current understanding about user engagement in electronic word-of-mouth (eWoM) communications across online services and product communities. It examines the effect of the senders’ prior experience with products and services, and their extent of acquaintance with other community members, on user engagement with the eWoM.

Design/methodology/approach

The study used a sample of 576 unique user postings from the corporate fan page of two German firms: a service community of a telecom provider and a product community of a car manufacturer. Multiple regression analysis is used to test the conceptual model.

Findings

Senders’ prior experience and acquaintance positively affect user engagement with eWoM, and these effects differ across communities for products and services and across their influence on “likes” and “comments”. The results also suggest that communities for products are orientated toward information sharing, while those discussing services engage in information building.

Research limitations/implications

This research explains mechanisms of user engagement with eWoM and opens directions for future research around motives, content and social media tools within the structures of online communities. The insights on information-handling dimensions of online tools and antecedents to their use contribute to the research on two prioritized topics by the Marketing Science Institute – “Measuring and Communicating the Value of Online Marketing Activities and Investments” and “Leveraging Digital/Social/Mobile Technology”.

Practical implications

This research offers insights for firms to leverage user engagement and facilitate eWoM generation through members who have a higher number of acquaintances or who have more experience with the product or service. Executives should concentrate their community engagement strategies on the identification and utilization of power users. The conceptualization and empirical test about the role of likes and comments will help social media managers to create and better capture value from their social media metrics.

Originality/value

The insights about the underlying factors that influence engagement with eWoM advance our understanding about the usage of online content.

Details

Journal of Services Marketing, vol. 30 no. 5
Type: Research Article
ISSN: 0887-6045

Keywords

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Article
Publication date: 2 February 2018

Praveen Sugathan, Alexander Rossmann and Kumar Rakesh Ranjan

This study aims to conceptualize and test the effect of consumers’ perceptions of complaint handling quality (PCHQ) in both traditional and social media channels.

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2009

Abstract

Purpose

This study aims to conceptualize and test the effect of consumers’ perceptions of complaint handling quality (PCHQ) in both traditional and social media channels.

Design/methodology/approach

Study 1 systematically reviews the relevant literature and then carries out a consumer and manager survey. This approach aims to conceptualize the dimensionality of PCHQ. Study 2 tests the effect of PCHQ on key marketing outcomes. Using survey data from a German telecommunications company, the study provides an explanation for the differences in outcomes across traditional (hotline) and social media channels.

Findings

Study 1 reveals that PCHQ is best conceptualized as a five-dimensional construct with 15 facets. There are significant differences between customers and managers in terms of the importance attached to the various dimensions. The construct shows strong psychometric properties with high reliability and validity, thereby opening up opportunities to treat these facets as measurement indicators for the construct. Study 2 indicates that the effect of PCHQ on consumer loyalty and word-of-mouth (WOM) communication is stronger in social media than in traditional channels. Procedural justice and the overall quality of service solutions emerge as general dimensions of PCHQ because they are equally important in both channels. In contrast, interactional justice, distributive justice and customer effort have varying effects across the two channels.

Research limitations/implications

This study contributes to the understanding of a firm’s channel selection for complaint handling in two ways. First, it evaluates and conceptualizes the PCHQ construct. Second, it compares the effects of different dimensions of PCHQ on key marketing outcomes across traditional and social media channels.

Practical implications

This study enables managers to understand the difference in efficacy attached to different dimensions of PCHQ. It further highlights such differences across traditional and social media service channels. For example, the effect of complaint handling on social media is of particular importance when generating WOM communication.

Originality/value

This study offers a comprehensive conceptualization of the PCHQ construct and reveals the general and channel contingent effects of its different dimensions on key marketing outcomes.

Details

European Journal of Marketing, vol. 52 no. 5/6
Type: Research Article
ISSN: 0309-0566

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Article
Publication date: 9 February 2015

Kumar Rakesh Ranjan, Praveen Sugathan and Alexander Rossmann

This paper aims to conceptualize and empirically test the determinants of service interaction quality (SIQ) as attitude, behavior and expertise of a service provider (SP)…

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2236

Abstract

Purpose

This paper aims to conceptualize and empirically test the determinants of service interaction quality (SIQ) as attitude, behavior and expertise of a service provider (SP). Further, the individual and simultaneous effects of SIQ and its dimensions on important marketing outcomes are tested.

Design/methodology/approach

The narrative review of extant research helps formulate a conceptual model of SIQ, which is investigated using the univariate and multivariate meta-analysis.

Findings

There are interdependencies between drivers of SIQ that underlines the need to conceptualize service interaction as a dyadic phenomenon; use contemporary multilevel models, dyadic models, non-linear structural equation modeling and process studies; and study new and diverse services contexts. Meta-analysis illustrates the relative importance of the three drivers of SIQ and, in turn, their impact on consumer satisfaction and loyalty.

Research limitations/implications

The meta-analysis is based on existing research, which, unfortunately, has not examined critical services or exigency situations where SIQ is of paramount importance. Future research will be tasked with diversifying to several important domains where SIQ is a critical aspect of perceived service quality.

Practical implications

This study emphasizes that, although the expertise of an SP is important, firms would be surprised to learn that the attitude and behavior of their employees are equally important antecedents. In fact, there is a delicate balance that needs to be found; otherwise, attitudinal factors can have an overall counterproductive effect on consumer satisfaction.

Originality/value

This paper provides an empirical synthesis of SIQ and opens up interesting areas for further research.

Details

Journal of Services Marketing, vol. 29 no. 1
Type: Research Article
ISSN: 0887-6045

Keywords

Content available
Article
Publication date: 11 May 2015

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166

Abstract

Details

Journal of Services Marketing, vol. 29 no. 3
Type: Research Article
ISSN: 0887-6045

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Article
Publication date: 23 January 2019

Rakesh Ranjan, Subrata Kumar Ghosh and Manoj Kumar

The probability distribution of major length and aspect ratio (major length/minor length) of wear debris collected from gear oil used in planetary gear drive were analysed…

Abstract

Purpose

The probability distribution of major length and aspect ratio (major length/minor length) of wear debris collected from gear oil used in planetary gear drive were analysed and modelled. The paper aims to find an appropriate probability distribution model to forecast the kind of wear particles at different running hour of the machine.

Design/methodology/approach

Used gear oil of the planetary gear box of a slab caster was drained out and charged with a fresh oil of grade (EP-460). Six chronological oil samples were collected at different time interval between 480 and 1,992 h of machine running. The oil samples were filtered to separate wear particles, and microscopic study of wear debris was carried out at 100X magnification. Statistical modelling of wear debris distribution was done using Weibull and exponential probability distribution model. A comparison was studied among actual, Weibull and exponential probability distribution of major length and aspect ratio of wear particles.

Findings

Distribution of major length of wear particle was found to be closer to the exponential probability density function, whereas Weibull probability density function fitted better to distribution of aspect ratio of wear particle.

Originality/value

The potential of the developed model can be used to analyse the distribution of major length and aspect ratio of wear debris present in planetary gear box of slab caster machine.

Details

Industrial Lubrication and Tribology, vol. 71 no. 2
Type: Research Article
ISSN: 0036-8792

Keywords

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Article
Publication date: 27 July 2021

Yusra Qamar, Rakesh Kumar Agrawal, Taab Ahmad Samad and Charbel Jose Chiappetta Jabbour

An original systematic review of the academic literature on applications of artificial intelligence (AI) in the human resource management (HRM) domain is carried out to…

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340

Abstract

Purpose

An original systematic review of the academic literature on applications of artificial intelligence (AI) in the human resource management (HRM) domain is carried out to capture the current state-of-the-art and prepare an original research agenda for future studies.

Design/methodology/approach

Fifty-nine journal articles are selected based on a holistic search and quality evaluation criteria. By using content analysis and structural concept analysis, this study elucidates the extent and impact of AI application in HRM functions, which is followed by synthesizing a concept map that illustrates how the usage of various AI techniques aids HRM decision-making.

Findings

A comprehensive review of the AI-HRM domain’s existing literature is presented. A concept map is synthesized to present a taxonomical overview of the AI applications in HRM.

Research implications/limitations

An original research agenda comprising relevant research questions is put forward to assist further developments in the AI-HRM domain. An indicative preliminary framework to help transition toward ethical AI is also presented.

Originality/value

This study contributes to the literature through a holistic discussion on the current state of the domain, the extent of AI application in HRM, and its current and perceived future impact on HRM functions. A preliminary ethical framework and an extensive future research agenda are developed to open new research avenues.

Details

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

Keywords

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Article
Publication date: 12 February 2019

Rakesh D. Raut, Bhaskar B. Gardas, Balkrishna E. Narkhede and Vaibhav S. Narwane

The purpose of this paper is to identify the critical factors influencing the cloud computing adoption (CCA) in the manufacturing micro, small and medium enterprises…

Abstract

Purpose

The purpose of this paper is to identify the critical factors influencing the cloud computing adoption (CCA) in the manufacturing micro, small and medium enterprises (MSMEs) by employing a decision-making trial and evaluation laboratory (DEMATEL) methodology.

Design/methodology/approach

Through literature review and expert opinions, 30 significant factors were identified, and then a DEMATEL approach was applied for exploring the cause–effect relationship between the factors.

Findings

The results of study highlighted that five factors, namely, “hardware scalability and standardisation”, “cost (subscription fees, maintenance cost and implementation cost (CS1)”, “innovation”, “installation and up gradation (CS28)”, and “quality of service” were the most significant factors influencing the CCA in the case sector.

Research limitations/implications

The DEMATEL model was developed by considering expert inputs, and these inputs could be biased which can influence the reliability of the model. This study guides the organisational managers, cloud service providers and governmental organisations in formulating the new policies/strategies or modifying the existing ones for the effective CCA in the case sector.

Originality/value

For the first time. interdependency between the critical factors influencing CCA was discussed by employing the DEMATEL approach in the Indian manufacturing MSMEs context.

Details

Benchmarking: An International Journal, vol. 26 no. 3
Type: Research Article
ISSN: 1463-5771

Keywords

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