Unraveling the dynamic and contingency mechanism between service experience and customer engagement with luxury hotel brands

This study unravels the dynamic and contingency mechanism between service experience and customer engagement with luxury hotel brands by investigating a multi-step model linking these two variables, in which emotional attachment and relational quality constructs (i.e., brand satisfaction, brand trust, and brand commitment) act as a bridge, while customer involvement acts as a moderator. Based on a self-administered survey dataset of 249 international tourists who are customers of luxury hotel brands, partial least square structural equation modeling (PLS-SEM) is used to test the hypotheses. The results indicate that all proposed hypotheses are supported. As such, this study discovers and clarifies the nature and dynamic mechanism underpinning the co-creation and reciprocation process of customer engagement with luxury hotels. In particular, the positive service experience is found to contribute to customer engagement via emotional attachment and relational marketing. Furthermore, the moderating role of customer involvement in the luxury hotel setting is confirmed.     

Perception value of product-service systems: Neural effects of service experience and customer knowledge

Digital trends in product-service system (PSS) development focus on developing win-win solutions for both companies and customers, particularly when considering human behavior issues. It is useful for the PSS provider to know the PSS value creation mechanism when customers are buying and utilizing a PSS, particularly in the service-dominant logic (SDL) and cognitive neuroscience perspective. This study solved the PSS implementation that satisfied the demands of both customers and manufacturers and the value cocreation mechanism during product and service configuration with the impacts of consumer learning and the service experience. The proposed neuroscience methodology is based on an ERP (event-related potential) experiment using PSS stimuli, representing the perception value creation process during customer decision making and the PSS configuration process. The effectiveness of the service experience is more important than customer knowledge during PSS value perception due to positive emotions with pleasant memories for the service experience and the conflicting cognition process of customer learning. The combination of service science and neurology may measure and observe human behavior and psychology through the brain science method and effectively solve the human factors in service science. The findings suggest a more objective and personalized understanding of PSS value perception, particularly the practical requirements of a resulted-oriented PSS and an application-oriented PSS.     

Export Performance: Is It Possible through Knowledge and Capabilities? Evidence from Turkish Manufacturing Firms

Purpose: This article measures to what extent export performance is affected by certain resource-based view (RBV) elements and seeks to elucidate relationships between these elements. Design: Among those RBV elements, knowledge and experience as resources, and marketing, production, product development, logistics, and service differentiation as capabilities, are chosen to be the basis of this research. Their effects on export performance are measured with a survey applied to personnel of Turkish manufacturing firms operating in Istanbul district. Findings: The results show us that marketing planning capabilities and service differentiation capabilities have a significant effect on export performance. The overwhelming effect of knowledge and experience of firms on marketing planning capabilities is one of the intriguing findings. Notwithstanding that, we found no trace of a relationship between product development capabilities and service differentiation capabilities. Value: This research provides several managerial and academic implications by contributing to a resource-based view in terms of knowledge and capabilities. Additionally, in this study, it is underlined that collective knowledge is vital for achieving high export performance.     

Improving interchanges in China: the experiential phenomenon

This paper examines the development of multimodal passenger rail hubs as part of the high-speed rail (HSR) network in the People’s Republic of China (PRC). The instrumental, attitudinal and affective experience of the journey through the interchange is assessed from the user perspective. Surveys are used from three HSR stations: Beijing South, Chengdu East and Suzhou North (N = 150), representing three types of HSR stations, i.e. national capital, regional capital and sub-regional city. ‘Expected’ and ‘realised’ facilities are compared – with the difference representing the ‘disgruntlement’ factor (after Stradling et al., 2007).The unprecedented urbanisation process currently being witnessed in the PRC, together with the rapid development of the HSR network and associated multimodal interchanges, offers much opportunity to develop a leading-edge public transport system and urban development predicated on the use of public transport. Although the importance of intermodal interchange hubs is being increasingly recognised, the journey experience through the interchange often remains poor, with problems including Wi-Fi availability, waiting and seating, the availability of door-to-door ticketing, crowdedness, access to the hub, time of travel through and waiting in the hub. MANOVA analysis and factorial (three way) MANOVA analysis are used to explore the differences between intermodal hubs, with many instrumental and particularly attitudinal and affective factors being significantly influenced by location.     

基于时间维度的组织学习理论——组织从过去经历中学习的模型

从经历中学习是组织学习的重要方面。从科学、严谨的研究范式出发,结合东方传统的"阴阳"哲学思想,基于时间维度提出了包含学习主体、经历样本、成功失败经历集、学习主体特征、"知"和"行"等要素的组织从过去经历中学习的模型,并对相关问题进行了探究。具体包括:学习主体从经历中学习的认知特性;不同类型经历对应的不同学习方法,成功经历和失败经历对学习效果的差异性影响,经历集影响"知"和"行"的7种自动的和有意的学习方式;"知"与"行"相互转化及其触发机制;客观世界从时间和空间两个维度客观展开的观点等。该系统模型为未来研究提供了理论框架和实证检验方向。     

The cognitive and the action-oriented elements of competence along the innovation process – evidence from R&D teams in the medical equipment sector

Abstract

Organizations are constantly searching for ways to enhance their innovative capacity and to sustain their competitive advantage. Much of the literature focuses on knowledge as the key driver for this pursuit. Unlike other studies, we define experience and knowledge as two basic elements of competence by borrowing from the experiential and cognitive learning theories and contrast their impact on the innovativeness of R&D teams. Building on the competence based perspective, we posit that the differences in competence inputs explain variations in team innovation performance along the innovation process. To test our assumptions, we analyzed the aggregated knowledge and experience levels for different technology competences of 868 employees in 49 R&D teams in a large contract-engineering corporation in the medical equipment sector. The findings reveal that technology experience is particularly fruitful within innovation implementation and is a driver for successful market introduction. The research contributes to the understanding when competence elements are especially important.     

Bridging the valuescape with digital technology: A mixed methods study on customers’ value creation process in the physical retail space

This mixed methods study investigated how value is created in the physical retail space and how the customer experience is influenced by digital technology. A cross-sectional survey, with both qualitative and quantitative components, was distributed across a heterogeneous sample of 832 customers. The results revealed an overarching model comprised of three interrelated clusters: customer, service provider, and digital technology. We propose that this model can be understood as a valuescape, where customers' specific goals, needs, and desires drive them to interact and co-create value with service providers in the physical retail space, with digital technology either enhancing or disrupting this value co-creation process. The results also show that the importance of aligning digital solutions with customers’ drives increases at the same pace as reliance on technology. The findings offer guidelines on how to utilize digitalization to leverage customer experiences and thus strengthen the attractiveness of physical retail spaces.     

Drawing care: the illustrated journal’s “path to place”

ABSTRACT

Naturalists argue that the greatest threat to the natural world may be our “extinction of experience” with it. We know that place matters, but what can work to restore care between people and place? In this article, I will argue that illustrated journals can reinvigorate our experience with the world. By including text and image, science and art, illustrated journals incorporate different ways of knowing. Drawing draws us into the world as we pay attention to easily missed details. Writing complements drawing by providing a space for synthesizing or imagining about the observed. Like any skilled practice, journaling transforms our understanding of the world. My illustrated field journals began when I sensed that care for today’s world demanded more tools than what my training as an ecologist, alone, could offer. Illustrated journaling can begin with a few simple drawing and writing exercises – several of which I will describe in this article. As an immersive practice in place, the process of illustrated journals matters more than the product. Page by page, illustrated journals recognize the interpretive encounters so foundational to worldmaking and, in doing so, cultivate the deep attention to, and experience of, the world that is our first step toward care.     

Here Today,Gone Tomorrow? Mapping and modeling the pop-up retail customer journey

Pop-up retail and customer journey mapping are widely adopted in the retail industry, yet they have received modest coverage within academic literature to date. Through a qualitative field study of five marketplace-based pop-ups (MBPUs), this research defines and identifies differences and similarities between marketplace-based pop-ups (MBPUs) and brand-based pop-ups (BBPUs), seeks to understand how marketplace-based pop-ups fit within the customer journey and experience, and explores how touchpoint ownership and influence illuminates the understanding of the marketplace-based pop-up customer journey. Further, this research extends an existing conceptual customer journey framework to visually map and model the purchase stages, touchpoint categories and types of marketplace-based pop-up customer journeys. As a result, this research presents and discusses three emerging themes (here today gone tomorrow; high-touch low-tech; and ownership and influence) to further the understanding of MBPUs. Pop-ups are more than a single encounter; they are a complex customer journey process, whereby the customer travels through pre-purchase, purchase and post-purchase stages, and across multiple touchpoints.     

An investigation of the moderating effects of current job position level and hotel work experience between technology readiness and technology acceptance

Rapid technology development has greatly changed the hotel structure in operation or customer relationship management. Most previous studies simply employed either the technology readiness index (TRI) or considered the technology acceptance model (TAM) to predict consumer behavior from the perceptions of consumers. Nonetheless, only limited studies, if ever any, integrated technology readiness (TR) into technology acceptance model in hospitality. Hence, to bridge the aforementioned research gap, the purpose of the present study is to advance and modify TAM by proposing a new research framework which integrates TR into TAM. Online questionnaire survey was conducted with hotel employees through a well-known survey company Qualtrics. Data were then analyzed by structural equation modelling. Findings indicate the direct relationship between technology readiness (TR) and technology acceptance (TA), and reveal the moderating effects of current job position level and hotel work experience on the proposed research framework. Implications are further discussed.