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1 – 10 of over 7000Muhammad Junaid, Kiane Goudarzi, Muhammad Faisal Rasheed and Gilles N’Goala
Contrary to want-based services, customer participation has got lesser attention in high-credence services like health care. Customer participation for patients with chronic…
Abstract
Purpose
Contrary to want-based services, customer participation has got lesser attention in high-credence services like health care. Customer participation for patients with chronic illnesses could be life-threatening and goes beyond the service organization’s physical environment. Realizing the importance of transformative service research in health-care services, this study aims to propose and validate the conceptualization of customer participation for patients with chronic illnesses.
Design/methodology/approach
The study uses sequential exploratory research design with mixed method research. The first phase is a qualitative exploration of the nature and meaning of customer participation by synthesizing theory and insights from semi-structured interviews (N = 75) with doctors, patients and paramedical staff. Next, survey data (N = 690) of patients with chronic illnesses is used to validate the proposed conceptualization. Finally, nomological validity was also tested on an additional survey data set (N = 362) using SEM and FsQCA.
Findings
The findings reveal that health-care customer participation is a three-dimensional behavioral construct in which a customer can participate by sharing information, involving in decision-making and ensuring compliance. The study also demonstrates that customer participation is a critical driver of satisfaction with life and perceived control on illness.
Practical implications
The research provides policy guidelines for owners and operators of health-care organizations in developing frameworks for collecting participation data, which can be used in strategies for seeking customer participation.
Originality/value
The research conceptualizes and validates “customer participation” as a multidimensional higher-order construct for patients with chronic illnesses, rarely focused in services marketing and management research on health care.
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Maryanne Scutella, Carolin Plewa and Carmen Reaiche
Advances in technology have given rise to an increased demand by small businesses for personalised e-government services. Given the importance of small businesses to the…
Abstract
Purpose
Advances in technology have given rise to an increased demand by small businesses for personalised e-government services. Given the importance of small businesses to the Australian economy, it is vital to deliver small business-centric services that offer potential to generate value. To do that effectively, government departments need to understand factors that affect small business. The purpose of this study is to explore how preferences for personalised services and the use of intermediaries affect small business participation behaviour and, in turn, stimulate positive outcomes that are of interest to the government.
Design/methodology/approach
This study draws on secondary data from a survey of 800 Australian small businesses about the digital services offered by a large government department. Structural equation modelling was used to empirically test the model.
Findings
The findings demonstrate that whilst preference for personalisation has a positive relationship with participation behaviour, reliance on an intermediary does not. While such behaviour fosters emotional connection and perceptions of partner quality, the results of this study show no significant impact on satisfaction.
Originality/value
This study advances knowledge about how small businesses can gain value from personalised support services. Importantly, it focuses on participation behaviour and small business – both of which are largely absent from existing studies. The findings can assist government departments to design personalised services that are valued by small businesses.
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Madalina Pana, Yang Cheng, Sami Farooq and Melanie E. Kreye
The purpose of the study is to determine the local antecedents of subsidiary participation in global services and, subsequently, the impact on local performance.
Abstract
Purpose
The purpose of the study is to determine the local antecedents of subsidiary participation in global services and, subsequently, the impact on local performance.
Design/methodology/approach
The study is based on a survey with the local subsidiaries of 14 manufacturers engaged in global services as part of their servitisation strategy.
Findings
Findings show support for considering the local ability for global services as an antecedent for local subsidiary participation in global services and the local service performance as an outcome. In addition, the results reject our hypotheses related to the specific roles of local opportunity and motivation for global services.
Originality/value
This study provides novel insights on the global service operations of manufacturers by highlighting the perspective of subsidiaries engaged in the local service delivery and development of global services. This perspective sets the conditions of the global-local collaboration in the context of global service strategy with local service delivery.
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Rajat Kumar Behera, Pradip Kumar Bala, Nripendra P. Rana and Zahir Irani
Co-creation of services (CCOS) is a collaborative strategy that emphasises customer involvement and their expertise to increase the value of the service experience. In the service…
Abstract
Purpose
Co-creation of services (CCOS) is a collaborative strategy that emphasises customer involvement and their expertise to increase the value of the service experience. In the service ecosystem, artificial intelligence (AI) plays a key role in value co-creation. Therefore, this study is undertaken to empirically uncover how AI can empower CCOS.
Design/methodology/approach
The source data were collected from 305 service provider respondents and quantitative methodology was applied for data analysis.
Findings
New service development augmented with AI provides tangible value to service providers while also providing intangible value to supportive customers. With AI, service providers adapt to new innovations and enrich additional information, which eventually outperforms human-created services.
Research limitations/implications
AI adoption for CCOS empowerment in service businesses brings “service-market fit”, which represents the significant benefits wherein customers contribute to creativity, intuition, and contextual awareness of services, and AI contributes to large-scale service-related analysis by handling volumes of data, service personalisation, and more time to focus on challenging problems of the market.
Originality/value
This study presents theoretical concepts on AI-empowered CCOS, AI technological innovativeness, customer participation in human-AI interaction, AI-powered customer expertise, and perceived benefits in CCOS, and subsequently discusses the CCOS empowerment framework. Then, it proposes a novel conceptual model based on the theoretical concepts and empirically measures and validates the intention to adopt AI for CCOS empowerment. Overall, the study contributes to novel insight on empowering service co-creation with AI.
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Instant crowdsourcing logistics (ICL) platform is an emerging business model in the field of logistics services. Crowdsourcees’ active participation in platform value co-creation…
Abstract
Purpose
Instant crowdsourcing logistics (ICL) platform is an emerging business model in the field of logistics services. Crowdsourcees’ active participation in platform value co-creation is the key to success for this business model. This study aims to explore the influence of platform governance mechanisms on crowdsourcees’ participation in value co-creation on the platform.
Design/methodology/approach
Based on governance theory, this study constructed a model of the influence of platform governance mechanisms on crowdsourcees’ value co-creation intentions and discussed the role of community diversity in this model. The survey data of 319 collected from crowdsourcees on China’s well-known ICL platform were analyzed using a partial least squares structural equation model.
Findings
The results showed that platform governance mechanisms have a significant influence on crowdsourcees’ value co-creation intentions. Among them, the impact of the welfare resource support mechanism is the largest, followed by the reputation reward and punishment mechanism, while the price coordination mechanism has the least impact. Community diversity has a significant positive moderating effect on the welfare resource support mechanism and crowdsourcees’ value co-creation intentions, but not between other governance mechanisms and crowdsourcees’ value co-creation intentions.
Originality/value
The results provide references for ICL platform to develop a targeted governance mechanism to enhance the positive role of community diversity and reduce the negative impact.
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Paresh Kumar Sarma, Mohammad Jahangir Alam, Ismat Ara Begum and Sheikh Mohammad Sayem
This study aims to investigate the determinants of the food security status of participants and non-participants of livestock extension services living under similar socioeconomic…
Abstract
Purpose
This study aims to investigate the determinants of the food security status of participants and non-participants of livestock extension services living under similar socioeconomic conditions as livestock farming households in the Feed the Future zone of Bangladesh.
Design/methodology/approach
Cross-sectional data of 906 farm-households extracted from a total of 2064 from the Feed the Future representative Bangladesh Integrated Households Survey 2018 were used. A triple hurdle model combined with a structural equation model were used to analyze the data. The causal relationship between food security status, livestock extension services, technology adoption and women's empowerment was investigated by estimating structural equation modeling with second-order latent factors.
Findings
The results indicate that livestock extension services have increased livestock technology adoption and have a positively significant (p < 0.01) relationship with household wealth, food security, welfare and women's empowerment.
Originality/value
The results suggest that livestock extension services have an impact on new technology adoption and enhancing women's empowerment; thus, the services should be widely made available in the region.
Peer review
The peer review history for this article is available at: https://publons.com/publon/10.1108/IJSE-11-2021-0647.
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Muhammad Salman Latif, Jian-Jun Wang, Mohsin Shahzad and Muhammad Mursil
Online health communities (OHCs) have emerged on the Internet, substantially changing the conventional healthcare delivery model. Despite this emergence, the lack of patient…
Abstract
Purpose
Online health communities (OHCs) have emerged on the Internet, substantially changing the conventional healthcare delivery model. Despite this emergence, the lack of patient participation and contribution always limits the success and sustainability of OHCs. Previous studies have disclosed that patients’ value co-creation behavior (VCB) helps organizations sustain OHCs. However, how the recent surge in artificial intelligence (AI) tools, such as social support chatbots (SSCs), drives patients’ VCB is still unknown. Therefore, this study examines the complex mechanism behind patients’ VCB to establish sustainable OHCs.
Design/methodology/approach
Using value co-creation and social support theories, the author develops a moderated mediation model and analyzes survey data from 338 respondents using partial least squares structural equation modeling (PLS-SEM) and artificial neural network (ANN) methods.
Findings
Results demonstrate that perceived social support (PSS) from SSCs positively affects VCB directly and indirectly via patient learning (PL). This indirect effect is stronger when patient ability/readiness (PAR) is high. ANN findings highlight the model’s robustness and the significant role of PAR in VCB.
Originality/value
This study’s integrated framework offers unique insights into key drivers of patients’ VCB in OHCs. The findings indicate that PSS from SSCs enhances PL and VCB, with PAR influencing the strength of these relationships. Understanding these dynamics can inform user-centric interventions to promote effective learning and collaboration in OHCs.
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Mohamed A. Khashan, Mohamed A. Ghonim, Mariam Ashraf Aziz, Thamir Hamad Alasker and Mohamed M. Elsotouhy
The current study used the Stimuli-Organism-Response (S-O-R) paradigm to analyze value co-creation and customer gratitude influence on hotel guests' online reviews. It also…
Abstract
Purpose
The current study used the Stimuli-Organism-Response (S-O-R) paradigm to analyze value co-creation and customer gratitude influence on hotel guests' online reviews. It also examines the price fairness perception moderating influence on value co-creation and consumer gratitude.
Design/methodology/approach
Data were collected from 436 customers using an Internet-based questionnaire. PLS-SEM was utilized to assess hypotheses based on WarpPLS.7 software.
Findings
The findings demonstrated that value co-creation (co-production and value in use) significantly impacted customer gratitude and willingness to post positive online reviews. Gratitude positively influenced customers’ willingness to post online reviews. Gratitude mediated the relation between value co-creation and willingness to post positive online reviews. Price fairness perception moderated the relationship between value co-creation dimensions and customer gratitude.
Originality/value
The S-O-R framework underpins this study to measure the effects of co-production and value in use (stimuli) on consumer gratitude (organisms) and willingness to post positive online reviews (response). No prior studies examined this paradigm in an emerging market like Egypt. In addition, the study investigated the fair price fairness perception as a new moderating variable. Theoretical and managerial consequences are addressed.
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The different dimensions and contexts within which value is co-created has generated varied views of how value is understood or formed. This study aims to examine employee-guest…
Abstract
Purpose
The different dimensions and contexts within which value is co-created has generated varied views of how value is understood or formed. This study aims to examine employee-guest perceived value as important factors for the successful implementation of value co-creation (VCC).
Design/methodology/approach
The study employs an interpretive paradigm, using in-depth interviews, focus group discussions and participant observation in a qualitative design to increase understanding of employee-guest perceived value to aid the implementation of VCC at the dyadic level.
Findings
Findings highlight eight value perceptions including value for money, hotel location, physical evidence, mutual respect, appreciation, safety & security, quality & varieties of food and technological characteristics of service as important factors for the successful implementation of VCC at the dyadic level.
Research limitations/implications
Generalisability of the findings is a limitation not only due to the smaller sample size but also due to industry-specific context. The study follows rigorous procedures to minimise biases, yet research limitation is acknowledged from the researcher’s participation in the research process.
Practical implications
The notion that actor’s assess value differently from the same service suggests that diverse service elements might be experienced differently. This study provides insights for hotel managers to recognise not only individuals’ value preferences but also service types that reflect employee-guest collective service preferences for sustainability.
Originality/value
This study integrates and extends extant literature by examining employees’ and guests’ individual and collective views at distinct hotel contexts to gain useful insights into value and VCC. The study proposes a framework that hospitality firms can use to address service failure and competition-related issues.
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Clare Davies, Donna Waters and Jennifer Anne Fraser
The purpose of this paper is to present the results of a scoping review on the implementation of Article12 in health care. The scoping review will provide a summary and overview…
Abstract
Purpose
The purpose of this paper is to present the results of a scoping review on the implementation of Article12 in health care. The scoping review will provide a summary and overview of the key concepts and published literature on this topic internationally. Article 12 of the United Nations Convention on the Rights of the Child (1989) states that children have a right to express their views, to have them heard and for their views to be given due weight in all matters that affect them. Despite increased calls for Article 12 to be given attention in health care, there is little evidence to suggest this has been well implemented and embedded in Australian health-care delivery. The scoping review was undertaken to provide a summary and overview of the key concepts and published literature on this topic internationally.
Design/methodology/approach
A five-step methodological framework described by Arksey and O’Malley (2005) was used to undertake the scoping review. Preferred Reporting Items for Systematic Reviews and Meta-Analysis was used as a guideline for undertaking the study selection.
Findings
Children are still not routinely involved in health-care decision-making, are frequently left out of service planning and evaluation and the perception that they lack the capability to make rational decisions persists.
Originality/value
While there has been a focus on research that investigates children’s participation in health-care decision-making in recent years, there is little that directs attention specifically to the implementation of Article 12, particularly in Australian health care. Recommendations are made for further research in these areas.
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