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Book part
Publication date: 29 May 2020

Femi Oladele and Timothy G. Oyewole

Abstract

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Social Media, Mobile and Cloud Technology Use in Accounting: Value-Analyses in Developing Economies
Type: Book
ISBN: 978-1-83982-161-5

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Article
Publication date: 11 May 2021

Aurély Lao, Mariana Vlad and Annabel Martin

This research analyzes how the dimensions of the customer experience derived from using a digital kiosk during the store visit influence shopping value, self-mental…

Abstract

Purpose

This research analyzes how the dimensions of the customer experience derived from using a digital kiosk during the store visit influence shopping value, self-mental imagery and the behavioral intentions of buying and word of mouth. Mediation effects of utilitarian, hedonic and social shopping values are examined, as well as the mediating effect of self-mental imagery.

Design/methodology/approach

Two empirical studies were conducted to test the research hypotheses. A first analysis was carried out using a sample of 115 customers from several retail sectors. For the second study, 200 customers of one of the largest international sporting goods retailers were interviewed immediately after their store visit.

Findings

The results confirm significant influences of each dimension of the digital kiosk customer experience (sensorial, pragmatic, cognitive, social) on shopping value and self-mental imagery. They highlight strongest effects as well as the quasi-generalized mediating role of these values, and this self-mental imagery in the relations between the components of the experience and the behavioral intentions.

Research limitations/implications

The studies were carried out in only one country (France). It would be also useful to consider variations in shopping motives and in involvement between retail sectors. Highlighted relationships should be deepened by experiments intended to identify the psychological mechanisms and emotions capable of mediating influences of customer experience on shopping value.

Practical implications

The results encourage both advice on the design of digital kiosks and the specifications of their content and several recommendations about the widespread introduction of kiosks or similar new technologies.

Originality/value

This research highlights influences of each of components of customer experience when using an interactive kiosk on shopping values and self-mental imagery, and central roles of these in understanding influences of the customer experience on behavioral responses.

Details

International Journal of Retail & Distribution Management, vol. 49 no. 7
Type: Research Article
ISSN: 0959-0552

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Article
Publication date: 9 March 2012

Cheng Wang, Jennifer Harris and Paul G. Patterson

The purpose of this paper is to explore situational influences on customers' actual choice between self‐service and personal service and to examine the impact of past…

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12107

Abstract

Purpose

The purpose of this paper is to explore situational influences on customers' actual choice between self‐service and personal service and to examine the impact of past experiences on self‐service technology (SST) attitudes and behavior.

Design/methodology/approach

A supermarket self‐checkout machine is the SST under investigation. A mixed qualitative research design was used and a total of 209 observations and 47 interviews were obtained from customers in five supermarket stores in Australia.

Findings

Perceived waiting time, perceived task complexity, and companion influence are the three situational factors that impact on a customer's actual choice between self‐service and personal service. Past experiences influence SST attitudes and behavior in a more complex manner than SST characteristics and other individual difference variables.

Research limitations/implications

The findings may not be generalizable to internet‐ or telephone‐based SST contexts.

Practical implications

By understanding what factors affect a customer's choice, better strategies can be developed to manage and coordinate multiple service delivery options. The findings also highlight the importance of preventing frequent failure and providing speedy recovery in the SST context.

Originality/value

This paper goes beyond SST attitudes/intentions and focuses on the moderating effect of situational factors on a customer's actual SST behavior. It also examines the impact of focal product and product‐norm experiences on SST attitudes and behavior.

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Article
Publication date: 21 June 2019

Elham Sayyad Abdi, Helen Partridge, Christine Bruce and Jason Watson

The purpose of this paper is to provide an understanding of skilled immigrants’ lived experience of using information to learn about their new setting.

Abstract

Purpose

The purpose of this paper is to provide an understanding of skilled immigrants’ lived experience of using information to learn about their new setting.

Design/methodology/approach

Thematic analysis was conducted on a qualitative data set collected through 16 semi-structured interviews with newly arrived skilled immigrants in Australia.

Findings

The study uncovered six different themes of experiencing using information to learn among skilled immigrants. The themes, presented as a framework, explain skilled immigrants learn about their new life through: attending to shared stories by others; getting engaged; researching; comparing and contrasting past and present; being reflective; and being directly educated.

Research limitations/implications

The study presents the theory-to-practice translation approach of “information experience design” that enables the enactment of theoretical understanding of information research.

Originality/value

The study invites, encourages and enables information professionals to take part in interdisciplinary conversations about integration of skilled immigrants in their host countries. Using the presented framework in the study, information professionals will be able to explain skilled immigrants’ learning about their new setting from an information lens. This provides information professionals an opportunity to work with immigration service stakeholders to help them incorporate the presented framework in their real-world practice and service. Such practice and services are of potential to support newly arrived skilled immigrants to become more information literate citizens of the host society who can participate more fully in their host society.

Open Access
Article
Publication date: 3 May 2019

Hanna Komulainen and Saila Saraniemi

The purpose of this paper is to increase understanding about how to improve customer value and to make mobile banking services a profitable business for banks and other…

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11120

Abstract

Purpose

The purpose of this paper is to increase understanding about how to improve customer value and to make mobile banking services a profitable business for banks and other financial actors. The study explores the user experiences and related value of a new mobile banking service.

Design/methodology/approach

The study is implemented as a case study that is phenomenological in nature and linked to an interpretive consumer study. Empirical data were collected through 14 semi-structured theme interviews and a diary method. The data were analysed by using a content analysis method.

Findings

The findings illustrate the importance of customer centricity in the mobile banking context by identifying customer experience and related value in a new mobile banking service. The study extends current understanding of customer experience as a complex and multifaceted phenomenon by including value related to process, the use situation and the outcome, and it identifies temporality as influencing and connecting all these aspects. The study identifies several aspects that help us to understand what creates value for the customer while using mobile banking services.

Research limitations/implications

As one limitation, this study was conducted in a developed country and the findings could be different in an emerging market context. Another limitation relates to the data, as the interviewees’ age range is quite limited, ranging between 20 and 40 years. However, they represent the consumers who normally use mobile services well and thus provide reliable data about their use experiences.

Practical implications

As the banking industry is currently experiencing rapid and widespread changes and customers become more demanding, it is crucial for banks and other mobile service providers to understand the everyday lives of their customers and to integrate their future services into the customers’ value creation processes as smoothly and inseparably as possible. The findings of this study will help banks and other financial institutions to develop their strategies and operations in regard to customer-oriented thinking, which will further help them to create long-term, profitable customer relationships and improve future viability.

Originality/value

The study contributes to bank marketing research and extends previous research on customer-centred service marketing by providing a framework that identifies the value related to customer experience in a new mobile banking service. It explores the experiences of actual mobile banking service customers’ and the related value, and thus provides original implications for both theory and practice.

Details

International Journal of Bank Marketing, vol. 37 no. 5
Type: Research Article
ISSN: 0265-2323

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Article
Publication date: 20 April 2015

Apramey Dube and Anu Helkkula

The purpose of this paper is to examine customers’ use experiences in a smartphone application (app) context. Apps have emerged as popular tools among marketing…

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4319

Abstract

Purpose

The purpose of this paper is to examine customers’ use experiences in a smartphone application (app) context. Apps have emerged as popular tools among marketing practitioners. In service research, however, smartphone apps, and their customers’ use experiences, have received limited attention.

Design/methodology/approach

This paper provides a conceptual overview and draws on an empirical two-phase study comprising diary narratives of using a specific app and semi-structured interviews on the use of multiple apps by app users.

Findings

Results show that indirect use experiences play an important role in the holistic service experience. Compared with direct experiences, indirect use experiences do not require the actual use of apps or direct contact with the user. Also the context, such as the time and location of app use, is important for both direct and indirect use experience.

Research limitations/implications

This paper highlights indirect use experiences as a vital component of service experiences and encourages researchers not to restrict use experiences to direct use only. Indirect use experiences enable managers to gain deep insights into the everyday use experiences of current and potential customers.

Originality/value

First, previous research on service experience has mainly focused on direct use experiences. This study highlights that indirect use experiences are an important part of the service experience. Second, to the best of the authors’ knowledge, this research is the first attempt to investigate the use experiences of smartphone apps in a service marketing context.

Details

Journal of Service Management, vol. 26 no. 2
Type: Research Article
ISSN: 1757-5818

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Book part
Publication date: 10 December 2015

Dekar Urumsah

The concept and practice of e-services has become essential in business transactions. Yet there are still many organizations that have not developed e-services optimally…

Abstract

The concept and practice of e-services has become essential in business transactions. Yet there are still many organizations that have not developed e-services optimally. This is especially relevant in the context of Indonesian Airline companies. Therefore, many airline customers in Indonesia are still in doubt about it, or even do not use it. To fill this gap, this study attempts to develop a model for e-services adoption and empirically examines the factors influencing the airlines customers in Indonesia in using e-services offered by the Indonesian airline companies. Taking six Indonesian airline companies as a case example, the study investigated the antecedents of e-services usage of Indonesian airlines. This study further examined the impacts of motivation on customers in using e-services in the Indonesian context. Another important aim of this study was to investigate how ages, experiences and geographical areas moderate effects of e-services usage.

The study adopts a positivist research paradigm with a two-phase sequential mixed method design involving qualitative and quantitative approaches. An initial research model was first developed based on an extensive literature review, by combining acceptance and use of information technology theories, expectancy theory and the inter-organizational system motivation models. A qualitative field study via semi-structured interviews was then conducted to explore the present state among 15 respondents. The results of the interviews were analysed using content analysis yielding the final model of e-services usage. Eighteen antecedent factors hypotheses and three moderating factors hypotheses and 52-item questionnaire were developed. A focus group discussion of five respondents and a pilot study of 59 respondents resulted in final version of the questionnaire.

In the second phase, the main survey was conducted nationally to collect the research data among Indonesian airline customers who had already used Indonesian airline e-services. A total of 819 valid questionnaires were obtained. The data was then analysed using a partial least square (PLS) based structural equation modelling (SEM) technique to produce the contributions of links in the e-services model (22% of all the variances in e-services usage, 37.8% in intention to use, 46.6% in motivation, 39.2% in outcome expectancy, and 37.7% in effort expectancy). Meanwhile, path coefficients and t-values demonstrated various different influences of antecedent factors towards e-services usage. Additionally, a multi-group analysis based on PLS is employed with mixed results. In the final findings, 14 hypotheses were supported and 7 hypotheses were not supported.

The major findings of this study have confirmed that motivation has the strongest contribution in e-services usage. In addition, motivation affects e-services usage both directly and indirectly through intention-to-use. This study provides contributions to the existing knowledge of e-services models, and practical applications of IT usage. Most importantly, an understanding of antecedents of e-services adoption will provide guidelines for stakeholders in developing better e-services and strategies in order to promote and encourage more customers to use e-services. Finally, the accomplishment of this study can be expanded through possible adaptations in other industries and other geographical contexts.

Details

E-services Adoption: Processes by Firms in Developing Nations
Type: Book
ISBN: 978-1-78560-709-7

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Article
Publication date: 13 May 2019

Aimee Riedel and Rory Francis Mulcahy

The purpose of this paper is to provide insight into whether “more sense makes sense” when attempting to encourage consumers to purchase retail products using technology;…

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1043

Abstract

Purpose

The purpose of this paper is to provide insight into whether “more sense makes sense” when attempting to encourage consumers to purchase retail products using technology; that is, does engaging senses in addition to visual and aural senses, such as haptic touch, through interactive retail technology lead to an easier and more enjoyable consumption experience of retail products for consumers, while also enhancing service provider outcomes? To test this assumption (“more sense makes sense”), this study empirically examines whether differences are present in the consumer experience (usefulness, ease of use and customer-perceived value) and service provider outcomes (satisfaction and purchase intentions) across retail technologies with and without haptic touch enabled.

Design/methodology/approach

The study randomly allocated participants to either the haptic touch (haptic touch, visual and aural senses, n = 135) or no haptic touch (visual and aural senses only, n = 182) interactive retail technology condition. The data were analyzed using multivariate analysis of covariance.

Findings

The data provide support for the use of high-interactive technology achieved through the inclusion of haptic touch by showing it to provide a more visually appealing, easy to use, enjoyable and entertaining experience. However, the results also provide insight into boundaries of where the use of haptic touch does not significantly increase outcomes. Overall, the results suggest high-interactive retail technology using haptic touch provides a more entertaining experience for consumers, which leads to increased satisfaction with service providers, but this does not translate into a significant increase in purchase intentions.

Originality/value

This study examines the consumer and service provider benefits and limitations of using haptic touch in interactive retail technology. The effects of haptic touch for both the consumer and service provider have not previously been empirically examined thoroughly in a technological setting.

Details

Journal of Services Marketing, vol. 33 no. 3
Type: Research Article
ISSN: 0887-6045

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Article
Publication date: 1 April 2000

Michael J. Dorsch, Stephen J. Grove and William R. Darden

Even though service marketers are interested in influencing customer choice at the service provider level (i.e. the service brand level), the decision to patronize a…

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2545

Abstract

Even though service marketers are interested in influencing customer choice at the service provider level (i.e. the service brand level), the decision to patronize a particular service firm seldom occurs until after the customer decides to use a service provider in the first place. Ultimately, this initial “make‐or‐buy” purchase decision – the decision to use a service category – restrains customer decisions at the service provider (brand) level. To enhance our understanding of customers’ service category decisions, a double cross‐validation approach was employed to investigate the applicability of a service category choice model which we adapted from Howard’s work on consumer decision making. Our model, which was tested with two different service categories, was supported.

Details

Journal of Services Marketing, vol. 14 no. 2
Type: Research Article
ISSN: 0887-6045

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Article
Publication date: 14 October 2014

Tommy D. Andersson and John Armbrecht

– The purpose of this paper is to propose and test a model explaining the value of event experiences.

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1467

Abstract

Purpose

The purpose of this paper is to propose and test a model explaining the value of event experiences.

Design/methodology/approach

Three versions of the explanatory model are tested by regression analysis of data from a survey of 650 visitors to a sports event.

Findings

The three model versions are significant and explain the value of event experiences with satisfactory R2 values (0.29, 0.46 and 0.68) using the concepts “Extent of visit”, “Experience intensity” and “Expenditure”. The measures of event experiences (Use-Value, Direct Use-Value as well as Indirect Use-Value) meet requirements for reliability and validity.

Originality/value

The paper reveals that explanatory models are basic but novel in a sports event context and provide a basis for further research. Furthermore, the definition of Indirect Use-Value has been clarified and adapted for higher relevance to destination managers focusing on event tourism.

Details

International Journal of Event and Festival Management, vol. 5 no. 3
Type: Research Article
ISSN: 1758-2954

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