Abstract Extant research confirms the importance of value cocreation through customer participation (CP), but relatively little is known about whether and how it creates an enjoyable experience for customers and service employees and the consequential outcomes of this positive affective experience. This study applies the concept of flow as an overarching framework and draws theoretical support from social cognitive theory, particularly its extension (i.e., the conceptual model of relational efficacy beliefs), to examine how customers and employees derive enjoyment from CP conditional on their perceived efficacy of themselves (self-efficacy [SE]) and their partners (other-efficacy [OE]) in financial services. Empirical results from 223 client–financial adviser dyads confirm that participation enjoyment, in addition to economic and relational values, mediates the impact of CP on participants' satisfaction evaluations, with SE positively moderating CP's impact on participation enjoyment. The synergistic effe...
What constitutes a good life? Few questions are of more fundamental importance to a positive psychology. Flow research has yielded one answer, providing an understanding of experiences during which individuals are fully involved in the present moment. Viewed through the experiential lens of flow, a good life is one that is characterized by complete absorption in what one does. In this chapter, we describe the flow model of optimal experience and optimal development, explain how flow and related ...
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...
Empirical evidence supporting frame-of-reference (FOR) training as an effective intervention for calibrating raters is convincing. Yet very little is known about who does better or worse in FOR training. We conducted a field study of how motivational factors influence affective, cognitive, and behavioral learning outcomes, as well as near transfer indexed by achieving professional certification. Relying on goal orientation theory, we hypothesized effects for 3 goal orientations: learning, prove ...
#1Kimmy Wa Chan(PolyU: Hong Kong Polytechnic University)H-Index: 13
#2Stella Yiyan Li(CityU: City University of Hong Kong)H-Index: 20
Virtual communities (VCs) represent popular social environments in which people interact by exchanging resources such as information, ideas, and advice about their common interests. Existing research lacks an explication of why people help others in VCs and how such voluntary behaviors drive subsequent attitudes (VC commitment) and behavioral intentions (online co-shopping). This article adopts resource exchange theory to examine how two routes of interactivity (structural vs. experiential) infl...
Abstract Background and Purpose Metaperceptions constitute estimations that one person holds about another person's perceptions. This study draws from and extends Lent and Lopez's (2002) tripartite model of relational efficacy, to present conceptual and empirical evidence for the role of self-efficacy as a metaperception ( Estimations of the Other person's Self-Efficacy; EOSE ) within coach–athlete and athlete–athlete contexts. Methods Semi-structured interviews were conducted with 24 members of...
Last. Simon S. K. Lam(HKU: University of Hong Kong)H-Index: 34
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Abstract Emergent perspectives in marketing highlight new opportunities for co-opting customers as a means to define and cocreate value through their participation. This study delineates and empirically tests hypotheses regarding the effects of customer participation (CP) on value creation and satisfaction for both customers and employees with different cultural value orientations in the context of professional financial services. Using data collected from 349 pairs of customers and service empl...
The overall purpose of the study was to investigate prospective actor and partner effects (cf. Kenny, Kashy, & Cook, 2006) of interpersonal efficacy beliefs in relation to relationship commitment, satisfaction, and effort within coach–athlete dyads. Fifty youth tennis players (mean age = 15.52 years, SD = 1.45) and their coaches (mean age = 40.17 years, SD = 13.71) provided data related to their self-efficacy, other-efficacy, and relation-inferred self-efficacy (RISE) beliefs mid-way through the...
#1Benjamin Schneider(UMD: University of Maryland, College Park)H-Index: 72
#2David E. Bowen(ASU: Arizona State University)H-Index: 39
The chapter presents a summary and extension of our book, Winning the Service Game, published in 1995 by Harvard Business School Press (Schneider & Bowen , 1995). We summarize the “rules of the game” we had presented there concerning the production and delivery primarily of consumer services and note several advances in thinking since we wrote the book. We emphasize that people (customers, employees, and managers) still are a prominent key to success in service and that this should be fully reco...
Last. Thomas Rudolph(HSG: University of St. Gallen)H-Index: 13
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Hierarchical loyalty programs award elevated customer status (e.g., “elite membership”) to consumers who meet a predefined spending level. However, if a customer subsequently falls short of the required spending level, firms commonly revoke that status. The authors investigate the impact of such customer demotion on loyalty intentions toward the firm. Building on prospect theory and emotions theory, the authors hypothesize that changes in customer status have an asymmetric negative effect, such ...
Firms increasingly offer customers the opportunity to coproduce self-service using online technologies. This requires novice customers to adopt a new role and engage in information search. This is particularly challenging in complex, high-risk services, such as online investment trading. Actively managing customers' task-specific self-confidence, or self-efficacy, in these types of technology-based self-service (TBSS) may convert novice customers into regular users and thereby increase return on...
#2Ting Yu(UNSW: University of New South Wales)H-Index: 5
Last. Ko de Ruyter(UNSW: University of New South Wales)H-Index: 57
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Abstract null null AI-chatbots as frontline agents promise innovative opportunities for shaping service offerings that benefit customers and retailers. Examining current practice through the lens of agency, as defined by Social Cognitive Theory, we present a 3-level classification of AI-chatbot design (anthropomorphic role, appearance and interactivity) and examine how the combination of these three aspects of chatbot design impacts on the complementarities of agency. Recognizing current impleme...
#2Prashant Kumar(IITD: Indian Institute of Technology Delhi)H-Index: 1
Last. Arpan Kumar Kar(IITD: Indian Institute of Technology Delhi)H-Index: 26
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Abstract null null Many B2B firms have widely accepted AI-based chatbots to provide human-like service interaction at different customer touchpoints in recent years. One of the objectives behind introducing this technology is to provide an enhanced, live channel Customer Experience (CX) all round the clock. Researchers have focused on delivering the CX by improvising the chatbot's internal algorithm, giving limited attention to CX theories from management literature, which leaves a gap. With the...
#1Sita Mishra(Institute of Management Technology, Ghaziabad)H-Index: 9
#2Gunjan Malhotra(Institute of Management Technology, Ghaziabad)H-Index: 4
Last. Yupal S. Shukla(UNIBO: University of Bologna)H-Index: 3
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The purpose of this study is to understand the mechanism through which cross-channel integration (i.e., both physical and digital) influences consumer retention. The study uses the stimulus-organis...
Last. Lingyun Guo(HEBUT: Hebei University of Technology)H-Index: 1
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The characteristics of multiple brands involved and users’ original content, facilitate a brand-new online platform’s emergence, that is, a product-experience-shared community (PESC), being disting...
Since December 2019, the Covid-19 pandemic crisis has led to profound changes around the world with a lot of interdictions or constraints to travel outside one's own country null One of the major consequences has been the development of proximity tourism in outdoor spaces less conducive to the spread of the virus null From a study preceding this pandemic, this article seeks to better understand the experiences lived by domestic tourists when they visited protected natural parks in their country ...
Abstract This study empirically analyzes the relationship between customer bonding, customer participation, and customer satisfaction. It uses data from 804 VIP customers of South Korea's commercial banks. The hypotheses are tested using the structural equations modeling technique. The results show that social and structural bonding are the main antecedents of customer participation. Additionally, customer participation positively impacts customer participation value and worth. The findings also...
