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Article
Publication date: 5 September 2018

Julia A. Fehrer, Sabine Benoit, Lerzan Aksoy, Thomas L. Baker, Simon J. Bell, Roderick J. Brodie and Malliga Marimuthu

The collaborative economy (CE), and within it, collaborative consumption (CC) has become a central element of the global economy and has substantially disrupted service markets…

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Abstract

Purpose

The collaborative economy (CE), and within it, collaborative consumption (CC) has become a central element of the global economy and has substantially disrupted service markets (e.g. accommodation and individual transportation). The purpose of this paper is to explore the trends and develop future scenarios for market structures in the CE. This allows service providers and public policy makers to better prepare for potential future disruption.

Design/methodology/approach

Thought experiments – theoretically grounded in population ecology (PE) – are used to extrapolate future scenarios beyond the boundaries of existing observations.

Findings

The patterns suggested by PE forecast developmental trajectories of CE leading to one of the following three future scenarios of market structures: the centrally orchestrated CE, the social bubbles CE, and the decentralized autonomous CE.

Research limitations/implications

The purpose of this research was to create CE future scenarios in 2050 to stretch one’s consideration of possible futures. What unfolds in the next decade and beyond could be similar, a variation of or entirely different than those described.

Social implications

Public policy makers need to consider how regulations – often designed for a time when existing technologies were inconceivable – can remain relevant for the developing CE. This research reveals challenges including distribution of power, insularity, and social compensation mechanisms that need consideration across states and national borders.

Originality/value

This research tests the robustness of assumptions used today for significant, plausible market changes in the future. It provides considerable value in exploring challenges for public policy given the broad societal, economic, and political implications of the present market predictions.

Details

Journal of Service Management, vol. 29 no. 5
Type: Research Article
ISSN: 1757-5818

Keywords

Article
Publication date: 25 January 2022

Malliga Marimuthu, Seyedeh Khadijeh Taghizadeh and Jay Kandampully

This study has conceptualized and empirically investigated how the psychological empowerment process is generated from a patient's cognitive knowledge and participation at…

Abstract

Purpose

This study has conceptualized and empirically investigated how the psychological empowerment process is generated from a patient's cognitive knowledge and participation at different recovery places that results in a state of empowerment and predicts positive outcomes.

Design/methodology/approach

Data were collected from 150 physiotherapy outpatients who have been attending a series of physiotherapy courses at clinic and concurrently progressing with home physio exercise plan. Data were analyzed using structural equation modeling (SEM) with SmartPLS software.

Findings

The results reveal that psychological empowerment best formed when patient centric knowledge is combined with place-based behavioral experiences that are gathered via healthcare encounters and experience patient gained outside of the clinic. Patients' involvement at different environmental settings contributes to patients' empowerment which further assists their well-being.

Practical implications

Understanding the process of empowerment in different environmental contexts can help healthcare organizations to better design patient empowerment strategies and support patients through the empowerment journey to demonstrate their capability to achieve more effective health recovery outcomes.

Originality/value

Patient empowerment is a concept of growing importance in the healthcare industry, yet the journey about how patients are being empowered within their sphere has not been well studied in the past. To the authors' knowledge, this study is the first study that discusses the utilization of patient empowerment must be aimed at both the process and the outcomes. This study provides empirical insights to understand the factors that formulate patient empowerment and predicts positive patient outcomes such as feelings of well-being.

Details

The TQM Journal, vol. 34 no. 6
Type: Research Article
ISSN: 1754-2731

Keywords

Article
Publication date: 8 May 2017

Stephanie Hui-Wen Chuah, Philipp A. Rauschnabel, Malliga Marimuthu, Ramayah Thurasamy and Bang Nguyen

The purpose of this paper is to go beyond satisfaction as an indicator of customer loyalty and propose a holistic model of service switching in a mobile internet setting. The…

3669

Abstract

Purpose

The purpose of this paper is to go beyond satisfaction as an indicator of customer loyalty and propose a holistic model of service switching in a mobile internet setting. The model, which reflects both barriers and inducements of switching, is developed based on the “mooring” and “pull” concepts in the migration literature.

Design/methodology/approach

Focusing on Generation Y mobile internet subscribers, the study analyzed a total of 417 usable questionnaire responses. Partial least squares structural equation modeling was used to test the research model.

Findings

The results show that first, satisfaction and switching barriers (i.e. a focal firm’s marketing innovation initiatives, switching costs, inertia, and local network effects) are positively related to customer loyalty; second, switching barriers have a stronger influence on customer loyalty compared with satisfaction; third, switching inducements (i.e. competitors’ marketing innovation initiatives, alternative attractiveness, variety-seeking tendencies, and consumers’ susceptibility to social reference group influence) is negatively related to customer loyalty and the relationship is weaker when perceived switching barriers are high.

Originality/value

This study empirically validates multidimensional scales of switching barriers and inducements from a more nuanced perspective, and specifies them as reflective-formative type II models. This study is among the first to use opposing dimensions to measure switching barriers and its counterpart. Hence, it illustrates how the two contrasting mechanisms can coexist in the minds of mobile internet subscribers.

Details

Journal of Service Theory and Practice, vol. 27 no. 3
Type: Research Article
ISSN: 2055-6225

Keywords

Article
Publication date: 15 December 2021

Clare D'souza, Marthin Nanere, Malliga Marimuthu, Mokhamad Arwani and Ninh Nguyen

Despite the theoretical advancements of market orientation and firm performance, there is a paucity of research regarding SMEs in Indonesia. Customer and competitor orientation…

1100

Abstract

Purpose

Despite the theoretical advancements of market orientation and firm performance, there is a paucity of research regarding SMEs in Indonesia. Customer and competitor orientation were examined as two distinct constructs as per the literature, as it has been questioned for its robustness. They have been used synonymously, even though customer orientation is operationalised as a component of a market orientation construct. There is support for the argument from a theoretical point of view to keep customer orientation and competitor orientation separate. The objective of this research was to empirically test market orientation concepts on firm performance and assessing customer and competitor orientation separately. Furthermore, it also tests whether innovation plays a mediating role.

Design/methodology/approach

A sample of 309 small and medium-sized firms was found eligible for this study. Structural Equation Modelling was used to analyze the data. A multi-industry sample of firms was used to strengthen the generalisability of the results. The sample was acquired from two databases of SMEs directory in Kudus and Pati, East Java Indonesia, participants were randomly selected.

Findings

The findings show that innovation mediates the relationship between competitor orientation and firm performance, while competitor orientation had no significant relationship with firm performance. Customer orientation was found to positively influence firm performance.

Originality/value

The role of innovation as a mediator within SMEs in a developing country opens up avenues for further research among other developing countries. By examining both the concepts of customer and competitor orientation separately and establishing relationships, we validate support for this argument both from a methodological and theoretical point of view.

Details

Asia Pacific Journal of Marketing and Logistics, vol. 34 no. 10
Type: Research Article
ISSN: 1355-5855

Keywords

Article
Publication date: 9 August 2021

Seyedeh Khadijeh Taghizadeh, Syed Abidur Rahman and Malliga Marimuthu

The purpose of this paper is to examine the influence of the dialogue, access, risk assessment and transparency model of value co-creation processes (dialogue, access, risk and…

Abstract

Purpose

The purpose of this paper is to examine the influence of the dialogue, access, risk assessment and transparency model of value co-creation processes (dialogue, access, risk and transparency) on new service market performance (NSMP) with the mediating role of value-informed pricing in the context of business-to-business (B2B).

Design/methodology/approach

The data were collected through a cross-sectional survey of 230 managers of the telecommunications industry in Malaysia and analyzed through structural equation modeling using SmartPLS v.3.3.3 software.

Findings

This study found that dialogue and transparency are predictors of NSMP. The findings indicate that value-informed pricing plays a mediating role in the relationship between dialogue and transparency with NSMP.

Practical implications

Disclosing pricing related information, providing up to date information to the customers, making clear to the customers about new offerings would certainly influence value-informed pricing. Thus, managers can enhance customer engagement in the interaction processes to better understand customer expectations of new services and how the new services should be priced.

Originality/value

The link between value co-creation and value-informed pricing has been only conceptualized in literature. This study has opened a new stream of research, examining the relationship of interactional-based value co-creation process with value-informed pricing and NSMP in the context of B2B relationship from providers’ perspective.

Details

Journal of Business & Industrial Marketing, vol. 37 no. 4
Type: Research Article
ISSN: 0885-8624

Keywords

Article
Publication date: 23 March 2012

Davoud Nikbin, Ishak Ismail, Malliga Marimuthu and Hamed Armesh

The purpose of this paper is to examine the relationship between distributive, procedural, interpersonal and informational justices on switching intentions.

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Abstract

Purpose

The purpose of this paper is to examine the relationship between distributive, procedural, interpersonal and informational justices on switching intentions.

Design/methodology/approach

Data were gathered on distributive, procedural, interpersonal, informational justices and switching intentions by means of a survey from prepaid mobile subscribers in Malaysia.

Findings

The results show that the effects of procedural justices on switching intentions were stronger than distributive and informational justices. However, the results did not indicate a significant relationship between interpersonal justice and switching intentions.

Research limitations/implications

The paper examines only one service context; consequently, the results cannot be generalized for other services in the industry.

Practical implications

The results of this study are useful for Malaysian marketing practitioners in the overly saturated and highly competitive mobile telecommunication industry.

Originality/value

Unlike previous studies, the paper incorporates a fourth dimension of justice – informational justice – into the service recovery literature. Although prior studies have investigated the relationship between perceived justice and positive behavioral intentions, there is no specific study currently investigating the relationship between perceived justices and negative outcomes.

Article
Publication date: 11 January 2011

Davoud Nikbin, Ishak Ismail, Malliga Marimuthu and Ismael Younis Abu‐Jarad

The purpose of this study is to assess the influence firm reputation on behavioral intentions and to examine the moderating role of failure attributions in the relationship…

4122

Abstract

Purpose

The purpose of this study is to assess the influence firm reputation on behavioral intentions and to examine the moderating role of failure attributions in the relationship between firm reputation and behavioral intentions.

Design/methodology/approach

The sample used in this study consists of 127 airline passengers in an airport in Iran. The data were collected via a structured survey.

Findings

Based on the findings firm reputation has a significant and positive relationship with behavioral intention. Additionally, hierarchical regression analyses confirmed the moderating role of failure attributions in the relationship between firm reputation and behavioral intentions.

Research limitations/implications

This study examines only one service context; consequently, the results cannot be generalized to other service industries.

Practical implications

By understanding the important role of firm reputation, service organizations understand that carefully building and maintaining reputation is paramount for continued success as this study shows that an excellent reputation directly affects how customers respond to failures.

Originality/value

Although, prior research has developed an understanding of the role of firm reputation on behavioral intentions, however, this study additionally examined the role of failure attributions as the moderator in this relationship.

Details

Business Strategy Series, vol. 12 no. 1
Type: Research Article
ISSN: 1751-5637

Keywords

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