Companies are encouraging customers to participate in the process of creating and delivering their offering(s). In this strategy, not only do providers select a level of customer co-production, but also the level of customer control. This study examines the effects of control types (cognitive, behavioral, and decisional) and their interaction on customers’ affective responses in service operations with varying levels of co-production. An extensive two-study design, across two service contexts, tests the interaction of different levels of co-production and control types on customers’ affective responses. Results show when decisional control is low, one additional control type (behavioral or cognitive) in the operational process can compensate for low decisional control. Theoretical and practical implications are discussed.
#2Tim Hughes(University of the West of England)H-Index: 18
Abstract Service-Dominant Logic (S-D logic) theory and related literature is reviewed to demonstrate S-D logic's potential to provide new insights for understanding an important contemporary issue in service delivery: the application of self-service technology (SST) to customer service. S-D logic considers operant resources to be the key to gaining a competitive advantage. Consequently, the most important aspect of the application of SST is the requirement for the customer to provide the operant...
#2Thomas Y. Choi(ASU: Arizona State University)H-Index: 44
Last. A.V. Crawford(ASU: Arizona State University)H-Index: 7
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Inter-customer interactions are important to the operation of self-services in retail settings. More specifically, when self-service terminals are used as part of customers’ checkout processes in retail operations without the explicit involvement of retailers as the direct service providers, inter-customer interactions become a significant managerial issue. In this article, we examine the impact of inter-customer interactions at retail self-service terminals on customers’ service quality percept...
The fact that customers participate in the specification and delivery of the services they seek represents an important potential point of potential leverage for services providers as the nature and intensity of customer participation is within their ability to manage. Important questions, however, need to be raised and resolved. Does increased customer participation result in higher perceptions of quality and satisfaction or in greater repurchase? Are relationships between participation and rep...
We develop a model to evaluate retail store operational design strategies using an information-processing perspective of organizational design. We propose that three model constructs pertaining to in-store shopper task uncertainty—the product mix complexity, the service production complexity, and the product mix changeover—create shopper encounter information requirements (IR). These requirements can be met using specific retail service operational design choices for managing shopper encounters,...
#1Aleda V. Roth(UNC: University of North Carolina at Chapel Hill)H-Index: 54
#2Larry J. Menor(UWO: University of Western Ontario)H-Index: 14
This paper offers insights regarding an agenda for service operations management (SOM) research. First, we motivate the need for an SOM research agenda. Second, we offer a research framework that paints a broad-based picture of key architectural elements in the SOM research landscape. The framework builds upon prior and emerging research for designing, delivering and evaluating services. Third, in order to stimulate future research in SOM, we use this framework to hone in on five understudied an...
Drawing from three theoretical bases—“information stickiness” from the knowledge management literature, “service coproduction” from the service operations management literature, and “incomplete contract theory” from the transaction cost economics literature—we discuss a theoretical framework and develop models to study the efficiency of the service coproduction process in a knowledge-intensive consulting environment. We apply, refine, and interpret these theories to determine how work should be ...
Last. Dan T. Dunn(NU: Northeastern University)H-Index: 7
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This study examines the role of consumer technology paradoxes within the context of self-service technology and the routes by which these paradoxes influence customer satisfaction evaluation. Analysis of survey data from online banking customers indicates that three paradoxes operate in this context: control/chaos, fulfill needs/create needs, and freedom/enslavement. The study reveals further that the effects of these paradoxes on customer satisfaction are mediated by consumer performance ambigu...
#1Adrian Payne(UNSW: University of New South Wales)H-Index: 52
#2Kaj Storbacka(Nyenrode Business University)H-Index: 26
Last. Pennie Frow(USYD: University of Sydney)H-Index: 24
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Central to service-dominant (S-D) logic is the proposition that the customer becomes a co-creator of value. This emphasizes the development of customer–supplier relationships through interaction and dialog. However, research to date suggests relatively little is known about how customers engage in the co-creation of value. In this article, the authors: explore the nature of value co-creation in the context of S-D logic; develop a conceptual framework for understanding and managing value co-creat...
In negative service environments, waiting time can serve to facilitate consumer coping. Consequently, the very wait management strategies (such as providing duration information or shortening the wait) that mitigate wait-based stress for nonnegative services may interfere with consumers' efforts to cope with an upcoming negative event. We show that the effectiveness of wait management strategies is moderated by event valence and, further, by the individual's coping orientation. Shortened wait ti...
Last. Eric Shih(SKKU: Sungkyunkwan University)H-Index: 12
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Recent developments in marketing thought and practice highlight the opportunities that co-production of services provide for creating customer value. The authors propose a model of co-production with which they investigate the links between co-production and customer loyalty and the factors likely to increase the level of co-production in a financial services context, with support from an investigation in the medical services context. Further, the authors consider the relationships of customer e...
Abstract Augmented Reality (AR) has emerged as an effective, interactive technology for providing visual product information. Using consumers’ control, this study attempts to identify the possible mediators of the relationship between AR experience and consumers’ purchase intention, and the boundary conditions of AR experience. Studies 1a and 1b show that an AR experience in a shopping environment stimulates purchase intention, cognitive control, and behavioral control. Mediation analysis is con...
Last. Ben Haobin Ye(SCNU: South China Normal University)H-Index: 15
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Abstract Coupon promotion is widespread in the fast casual restaurant sector. As monetary saving offered in the coupons is costly to suppliers, this study examines: (1) if the provision of choice of non-monetary incentive can substitute high monetary saving in their positive influences on consumers’ redemption intention; and (2) if the substitution effect is contingent on consumers’ level of price consciousness. Drawing from three experimental studies, the results consistently showed that offeri...
This study aims to examine how the number of choices consumers have influences provider satisfaction, plan satisfaction and positive word-of-mouth (WOM) in the health insurance industry.,Partial least squares (PLS) and structural equation modeling (SmartPLS) was used to conduct multi-group analysis to analyze the structural models. Data were collected online using Amazon mechanical turk, resulting in 425 respondents.,This study finds that the number of choices consumers have impacts the strength...
Prosumers are people who produce and consume their own products. We study prosumers in the context of home brewers and investigate their motivations for producing products for themselves and the be...
This research fills a gap in the literature regarding face-to-face privacy invasions. Most research in the privacy arena examines information privacy (e.g., credit card and data information) and ig...
Offline retail stores have been working on improving their in-store customer experience; they have begun to realise the physical advantage they have over online channels. Especially sports products have a number of unique features, such as high emotional involvement or a sense of community; additionally, sports customers put emphasis on multisensory brand experience at the point of sale. This study examines the in-store customer experience (ISCX) in offline sports retail stores, taking into acco...
Amidst the forceful public demand for organisational transparency, there is an ambition to explore the limits of openness. What kind of information could and should firms keep secret and under whic...
