The rise of smart consumers: role of smart servicescape and smart consumer experience co-creation

ABSTRACT

Rapid technological advancements have led to the emergence of smart services and smart consumers. This study focuses on smart consumers who voluntarily engage in value creation activities, in order to conceptualise smart experience co-creation (SEC) and the smart servicescape. Drawing on the Stimulus-Organism-Response (SOR) framework, a model is proposed and tested around the impacts of smart servicescape dimensions (aesthetics, superior functionality, social presence, perceived interactivity and perceived personalisation) on smart consumer experience co-creation. SEC is conceptualised as a second-order construct consisting of cognitive, hedonic, social/personal, and pragmatic/economic first-order dimensions. Results show that the technological environmental cues of the smart servicescape (S) collectively influence smart experience co-creation (O), and this co-created experience eventually influences consumers’ service brand equity and word-of-mouth (WOM) intentions (R). A major novelty of this study lies in uncovering the relationship between experience co-creation and service brand equity. Findings have theoretical and managerial implications for smart services.     

Ownership structure and hospital service costs and fees: A decomposition approach

This paper analyzes hospital characteristics that are associated with higher average costs and charges for venipuncture, computed tomography procedures (computerized axial tomography [CAT] scans), and electrocardiograms (EKG). Using data from a Medicare database, our results indicate that higher wages, larger hospital sizes, and greater service quality are associated with higher procedure costs, whereas system membership is generally associated with lower procedure costs. Blinder‐type decompositions, which are the main focus of this study, suggest (a) that venipuncture costs are about 17% to 19% lower at proprietary hospitals than at nonprofit or government hospitals, (b) CAT scan costs are about 6% to 12% lower at nonprofit hospitals than at proprietary and government hospitals, and (c) that EKG costs are about 3% lower at proprietary hospitals than at nonprofit or government hospitals. Lastly, large portions of each of these differences are found to be due to both differences in mean values of the hospitals' characteristics by ownership type and differences in the mechanism by which the hospitals' characteristics are transmitted to procedure costs.     

Preventing wildlife crime with a focus on orangutans: Applying social influence techniques to public education efforts

Orangutans are projected to become critically endangered or extinct this century if humans continue to destroy their habitat. Threats include legal and illegal clearcutting of rain forests to establish palm oil plantations, climate change, and transnational organized crime. This study examines how self-benefit and other benefit appeals, knowledge of threats, concern about habitat loss, and liking orangutans are associated with (a) intent to protect habitat due to licit threats and crimes against wildlife, and (b) seeking information to save habitat. Upon entry to a zoo, 251 (118 men, 128 women, and 5 unknown) persons viewed posters highlighting the benefits of habitat conservation to self or others and completed a survey. Concern, threat knowledge, liking, and self-benefit and other benefit appeals accounted for 28% of the variance associated with intent to take action to protect the habitat. Integrating social influence principles into zoo displays and addressing barriers that prevent conservation behavior are discussed. The ideas in this paper are relevant to many primates and endangered species.     

The Financial Services Environment and Schools' Savings Rates in the San Francisco Kindergarten to College Program

Children's savings accounts (CSAs) have emerged as a promising intervention to improve educational outcomes, curtail rising student loan debt, and promote equality of opportunity. Numerous localized CSA programs have emerged in the last decade, and many are embedded within school systems. This study leverages novel data to investigate participation in one of the oldest and most well‐known CSA programs in the country: the San Francisco Kindergarten to College (K2C) Program in the San Francisco Unified School District. Spatial analysis of 21,617 accounts at 74 elementary schools reveals statistically significant differences in the rates of elementary schools' K2C account participation based on the concentrations of banks, credit unions, and alternative financial service providers—net controls for neighborhood demographics. Unless explicitly addressed, substantial variations in the financial service environment across neighborhoods could undermine participation in school‐based CSA programs for the very children these programs intend to support.     

Scarcity in the Danner-MeeksForum exchange: Supplying the demand for clarity

The dialog on scarcity in the Fall 1995 issue of the Forum exemplifies the problems inherent in cross-disciplinary communication. Careful analysis of this dialog between Peter Danner and M. Douglas Meeks reveals an equivocal use of the crucial term in question: “scarcity.” By pointing out these various shades of meaning and demonstrating the negative effects of linguistic confusion on the Danner-Meeks dialog, this article seeks to show how clarity and precision in the use of the term “scarcity” can open important avenues for further interdisciplinary reflection on this fundamental economic principle.     

Fostering an ethical organization from the bottom up and the outside in

Despite the best efforts of corporate compliance officers, boards of governance, auditors, and regulators, corporate misconduct continues to plague our markets. In this thought-provoking installation of Accounting Matters, we argue that efforts to fight fraud and other forms of corporate misconduct have failed, in part, due to the systematic approach employed toward a problem that is irregular, complex, and extends well beyond the boundary of the firm. By drawing upon research from the field of behavioral ethics to suggest a new approach that does more than just stress formal control systems, we illustrate how executives may strengthen organizational ethics through informal practices that work from the ‘bottom up’ and the ‘outside in.’ Our review includes practical recommendations regarding how to create shared responsibility for ethical leadership, how to empower employees to achieve both economic and ethical ends, how to enlist the aid of key stakeholders in identifying problems before they grow and spread, and how to redesign compliance practices to address the complex nature of corporate misconduct.     

Participation of disadvantaged communities in project planning and decision‐making: A case‐study of Hout Bay

Opportunities for public involvement in planning and decision‐making, especially among disadvantaged groups, are extremely limited in South Africa. This is due to a highly centralised, deeply authoritarian and secretive system of government, and the élitist approach of professionals to planning. This article examines the challenges facing professionals and authorities seeking to involve disadvantaged communities in project planning. An assessment of the public participation process in a project for resettling informal settlers in the residential area of Hout Bay affords some ideas for surmounting obstacles to effective participation.