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1 – 10 of over 2000Michaela Lipkin and Kristina Heinonen
This study aims to characterize how ecosystem actors shape customer experience (CX). The study also proposes implications for managers and research regarding the customer…
Abstract
Purpose
This study aims to characterize how ecosystem actors shape customer experience (CX). The study also proposes implications for managers and research regarding the customer ecosystem, its actors and actor constellations in the context of CXs.
Design/methodology/approach
A qualitative study is conducted among activity tracker users to identify how actors within their ecosystems shape CXs. Data include 28 in-depth interviews and ten self-reported diaries.
Findings
This study delineates six actor categories in the customer ecosystem shaping CX within and beyond the service. The number of actors and their importance to the focal customer in various actor constellations form individual-, brand- and socially driven ecosystems. These customer ecosystem types show how actors combine to drive CXs.
Research limitations/implications
Researchers should shift their attention to experiences emerging in the customer’s lifeworld. A customer ecosystem highlights the customer-centered actor configuration emergent within the customer’s lifeworld. It is self-constructed based on the customer’s reference point.
Practical implications
Managers should aim to locate, monitor and join the customer’s lifeworld to gain more insight into how CXs emerge in the customer ecosystem based on customer logic.
Social implications
Customers are not isolated actors simply experiencing service; rather, they construct idiosyncratic actor constellations that include various providers, social groups and peers.
Originality/value
This paper extends the theory on CXs by illustrating how the various actors and actor constellations forming the customer ecosystem shape CXs.
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Temitayo Seyi Abiodun, Giselle Rampersad and Russell Brinkworth
The internationalization of business has grown the production value chains and created performance challenges for industrial production. Industry 4.0, the digital transformation…
Abstract
Purpose
The internationalization of business has grown the production value chains and created performance challenges for industrial production. Industry 4.0, the digital transformation of industrial processes, promises to deliver performance improvements through smart functionalities. This study investigates how digital transformation translates to performance gain by adopting a systems perspective to drive smartness.
Design/methodology/approach
This study uses qualitative research to collect data on the lived experiences of digital transformation practitioners for theory development. It uses semi-structured interviews with industry experts and applies the Gioia methodology for analysis.
Findings
The study determined that enterprise smartness is an organizational capability developed by digital transformation, it is a function of integration and the enabler of organizational performance gains in the Industry 4.0 context. The study determined that performance gains are experienced in productivity, sustainability, safety and customer experience, which represents performance metrics for Industry 4.0.
Research limitations/implications
This study contributes a model that inserts smartness in the linkage between digital transformation and organizational outcomes to the digital transformation and production management literature.
Practical implications
The study indicates that digital transformation programs should focus on developing smartness rather than technology implementations, which must be considered an enabling activity.
Originality/value
Existing studies recognized the positive impact of technology on performance in industrial production. The study addresses a missing link in the Industry 4.0 value creation process. It adopts a systems perspective to establish the role of smartness in translating technology use to performance outcomes. Smart capabilities have been the critical missing link in the literature on harnessing digital transformation in organizations. The study advances theory development by contributing an Industry 4.0 value model that establishes a link between digital technologies, smartness and organizational performance.
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Smart tourism (ST) needs the development of smart business. The purpose of this study is to evaluate the future of the smart component of tourism companies, what their…
Abstract
Purpose
Smart tourism (ST) needs the development of smart business. The purpose of this study is to evaluate the future of the smart component of tourism companies, what their perspectives are and what factors can help to accelerate it.
Design/methodology/approach
A survey of 133 managers of tourist companies is the basis of the empirical information. The study was a personal survey carried out during FITUR 2019 International Tourism Fair of Madrid. The main element of the study is the future development of Information and Communication Technologies (ICTs) and smart tourism (ST) in business.
Findings
The results indicate that there is little development at present of the smart business eco-system and that development will continue to be slow in the future. Moreover, this is not a critical issue in the agendas of companies. It was found that tourists pressure tourism through the extensive use of their smartphones, but only at the level of tourism resources. Furthermore, it will be the consolidation of the smart tourism destination that marks the medium and long-term design of smart business.
Research limitations/implications
The limitations concern the problems of a sampling procedure. Firstly, it operates with a database of managers’ opinions; secondly, there are specificities of each company in particular.
Practical implications
The design of the smart tourism destination must incorporate the integration of tourism companies, both with a useful vision of ICTs towards the creation of experiences.
Originality/value
Research on smart business tourism is very scarce compared to smart destination and smart tourists. Also, the data are supported by managers of important tourism companies, as their companies are present at FITUR.
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Francesco Calza, Annarita Sorrentino and Ilaria Tutore
The aim of this work is to provide a theoretical model that can help companies to develop a unique approach to achieve both corporate environmental sustainability (CES) and…
Abstract
Purpose
The aim of this work is to provide a theoretical model that can help companies to develop a unique approach to achieve both corporate environmental sustainability (CES) and successful customer experience management (CEM).
Design/methodology/approach
A two-phase study achieved the research aim. The first phase consisted of the analysis of contemporary theoretical contributions with a focus on CES and CEM. In the second phase, taking a qualitative approach, the key dimensions identified in the initial analysis were investigated to explore the dominant perceptions of practitioners and to hone the theoretical categories.
Findings
Five innovative pathways emerged from the study to inform decision-making while maintaining the dual objectives of CES and successful CEM. These pathways are combined to offer a strategic tool for managers and for research advances. This original integrated model also offers six novel theoretical propositions that describe how to shape corporate decisions to achieve environmental sustainability in CEM.
Research limitations/implications
Firms can benefit from an approach that integrates CES and CEM to develop a new mindset for an innovative and valuable decision-making process and to design more captivating experiences for customers. Nevertheless, the efficacy and generalizability of the theoretical framework and propositions require empirical testing.
Originality/value
This paper makes an original contribution to the environmental sustainability and marketing literature by bringing together all elements in these fields of research in a conceptual model. Moreover, this paper proposes theoretical propositions that advance knowledge of the subject and offer ideas for future research and managers.
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Davit Marikyan, Eleonora Pantano and Daniele Scarpi
Long sales periods (i.e. Christmas time, Black Friday, etc.) and the risk of contagion while shopping (i.e. during pandemics like COVID-19) showed the extent to which crowded…
Abstract
Purpose
Long sales periods (i.e. Christmas time, Black Friday, etc.) and the risk of contagion while shopping (i.e. during pandemics like COVID-19) showed the extent to which crowded shopping environments have negative effects on consumers’ behavior. Hence, using terror management theory (TMT) and stimulus–organism–response (S–O–R) approach, the authors aims to develop a new model to investigate the effect of crowd-checking technology on shopping anxiety, the perceived value of shopping experience and willingness to pay.
Design/methodology/approach
Using a cross-sectional research design and with a help of an independent research company, the authors collected 1,000 valid responses from individuals residing in the UK.
Findings
Results showed that crowd-checking technology cues reduce shopping anxiety, improve value perceptions and increase willingness to pay. In addition, the efficacy of technology in reducing shopping anxiety is moderated by customers’ shopping orientation.
Originality/value
To the best of the authors’ knowledge, this research is the first one investigating crowd monitoring systems used at the initial stage of consumers’ journey to show the number of consumers in-store in real-time. It contributes to the literature on technology applications in retailing by providing evidence that technology cues reduce shopping anxiety, which in turn enhances customer-perceived value from the shopping experience and increases the willingness to pay in stores with embedded crowd-checker technology. The study also extends the application of TMT in a new context.
Propósito
Los largos periodos de rebajas (ej. Navidades, Black Friday, etc.) y el riesgo de contagio durante las compras (ej. durante pandemias como la COVID-19) mostraron hasta qué punto los entornos de compras abarrotados tienen efectos negativos en el comportamiento de los consumidores. Utilizando la Teoría de la Gestión del Terror (TMT) y el enfoque Estímulo-Organismo-Respuesta (S-O-R), desarrollamos un nuevo modelo para investigar el efecto de la tecnología de control de multitudes sobre la ansiedad en las compras, el valor percibido de la experiencia de compra y la disposición a pagar.
Metodología
Utilizando un diseño de investigación transversal y con la ayuda de una empresa de investigación independiente, recogimos 1.000 respuestas válidas de personas residentes en el Reino Unido.
Resultados
Los resultados mostraron que las señales de la tecnología de comprobación de multitudes reducen la ansiedad en las compras, mejoran la percepción del valor y aumentan la disposición a pagar. Además, la eficacia de la tecnología en la reducción de la ansiedad de compra está moderada por la orientación de compra de los clientes.
Originalidad
Esta investigación es la primera que estudia los sistemas de seguimiento de multitudes utilizados en la fase inicial del viaje de los consumidores para mostrar el número de consumidores en la tienda en tiempo real. Contribuye a la literatura sobre aplicaciones tecnológicas en el comercio minorista aportando pruebas de que las señales tecnológicas reducen la ansiedad de compra, lo que a su vez mejora el valor percibido por el cliente de la experiencia de compra y aumenta la disposición a pagar en tiendas con tecnología de control de multitudes integrada. El estudio también amplía la aplicación de la Teoría de la Gestión del Terror en un nuevo contexto.
目的
漫长的销售期(即圣诞节时间、黑色星期五等)和购物时的传染风险(即在COVID-19等大流行病期间)显示了拥挤的购物环境对消费者行为的负面影响程度。 因此, 利用恐怖管理理论(TMT)和刺激-组织-反应(S-O-R)方法, 我们建立了一个新的模型来研究人群检查技术对购物焦虑、购物体验的感知价值和支付意愿的影响。
方法
在一家独立研究公司的帮助下, 我们采用横断面研究设计, 从居住在英国的个人中收集了1000份有效的答复。
研究结果
结果显示, 人群检查技术提示减少了购物焦虑, 改善了价值认知, 并提高了支付意愿。此外, 技术在减少购物焦虑方面的功效受到顾客购物取向的调节。
原创性
这项研究是第一个调查在消费者旅程的初始阶段使用的人群监测系统, 以实时显示店内消费者的数量。它为零售业技术应用的文献做出了贡献, 提供了技术线索减少购物焦虑的证据, 这反过来又提高了顾客从购物体验中感知到的价值, 并增加了在有嵌入式人群检查器技术的商店中的支付意愿。该研究还扩展了恐怖管理理论在新环境中的应用。
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Xinyue Zhou, Zhilin Yang, Michael R. Hyman, Gang Li and Ziaul Haque Munim
Mauro Dini, Simone Splendiani, Laura Bravi and Tonino Pencarelli
This paper aims to deepen understanding of the role played by new technological tools used in customer–travel agency (TA) interactions by analysing the TA owner/managers'…
Abstract
Purpose
This paper aims to deepen understanding of the role played by new technological tools used in customer–travel agency (TA) interactions by analysing the TA owner/managers' perceptions, pre- and post-Covid-19, regarding the effectiveness of in-store traditional and innovative tools.
Design/methodology/approach
This exploratory study is based on a questionnaire-based survey conducted among Italian TAs and distributed via email from September 2020 to January 2021.
Findings
The study highlights how, even among TAs, the role of in-store technology is gradually taking on greater importance, and it delves into the specific business and socio-demographic factors that seem to cause differences among agencies.
Research limitations/implications
The study focuses on the Italian context, which does not allow for any generalisations. Furthermore, it is only the travel agent perspective that is observed and not the consumer's.
Originality/value
In addition to helping to bridge the literature gap, this study on in-store technologies focuses on the TAs sector, where human resources and human relationships play a decisive role in customer experience and interaction. The paper investigates the travel agents' point of view regarding the introduction of new in-store technologies; it also highlights their growing adoption and use, overall, despite the travel catalogue still remaining the main tool for interacting with customers. The study also shows how the advent of Covid-19 has increased travel agents' propensity to use digital technologies.
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Marzenna Cichosz, Carl Marcus Wallenburg and A. Michael Knemeyer
The rapid advancement of digital technologies has fundamentally changed the competitive dynamics of the logistics service industry and forced incumbent logistics service providers…
Abstract
Purpose
The rapid advancement of digital technologies has fundamentally changed the competitive dynamics of the logistics service industry and forced incumbent logistics service providers (LSPs) to digitalize. As many LSPs still struggle in advancing their digital transformation (DT), the purpose of this study is to discover barriers and identify organizational elements and associated leading practices for DT success at LSPs.
Design/methodology/approach
This study utilizes a two-stage approach. Stage 1 is devoted to a literature review. Stage 2, based on multiple case studies, analyzes information collected across nine international and global LSPs.
Findings
This research derives a practice-based definition of DT in the logistics service industry, and it has identified five barriers, eight success factors and associated leading practices for DT. The main obstacles LSPs struggle with, are the complexity of the logistics network and lack of resources, while the main success factor is a leader having and executing a DT vision, and creating a supportive organizational culture.
Practical implications
The results contribute to the emerging field of DT within the logistics and supply chain management literature and provide insights for practitioners regarding how to effectively implement it in a complex industry.
Originality/value
The authors analyze DT from the perspective of LSPs, traditionally not viewed as innovative companies. This study compares their DT with that of other companies.
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