Understanding effects of co-creation on cognitive,affective and behavioral evaluations in service recovery: An ethnocultural analysis

While cognitive, affective and behavioral consequences of service recovery have been extensively explored in the literature, the role of co-creation is mostly neglected. Most efforts dedicated to investigating co-recovery are limited to cognitive and behavioral factors. Furthermore, most of the recent studies explored co-recovery on western and eastern cultures, ignoring the role of ethnics in countries with different sub-cultures. This study aims to discover all possible factors on service recovery procedure, focusing specifically on effects of co-creation. Thus, a 2(distributive justice: high/low)×2 (interactional justice: high/low)×2(procedural justice: high/low)×2(co-creation: yes/no)×2(ethnics Azerbaijani vs. Baluch) between-subjects factorial design experiment was performed. A sample of 977 Iranian mobile banking customers participated in the study. Results of Structural Equation Modeling (SEM) indicate that most cognitive, affective and behavioral factors were supported by predictors. In addition, Multi-group SEM reveal that co-creation increases effects of most positive nature variables except negative emotions which is conceptualized as negative nature factor. The results of cultural differences indicate that Azeri people are more intended to participate in co-creation programs, whereas Balochs are more loyal due to higher level of reuse intentions.     

A light in the dark: The benefits of co-production in service failures

Co-production is increasingly common but, at the same time, services failures are inevitable. Considering that previous studies are controversial about the effects of failed co-produced services, the goal of this research is to investigate the influence of co-production on causal locus attribution, in addition to emotional and attitudinal outcomes. Two experimental studies show that co-production reduces the self-serving bias, a result that brings implications for the services literature and practice. In addition to the positive effects of co-production, evidenced by previous studies, this research shows that companies and customers can benefit from co-production even when failures occur.     

Multi-channel service retailing: The effects of channel performance satisfaction on behavioral intentions

The number of channels that retailers can use interchangeably to provide customer service has increased. We report on a study of clients of a large retail bank that investigates the channel performance satisfaction-behavioral intentions relationship when the traditional service channel (i.e., branch office) is extended with technology-mediated channels (i.e., internet banking and telephone banking). For routine services, our findings suggest that behavioral intentions are most strongly influenced by satisfaction with office-related performance factors. For nonroutine services, satisfaction with service employee performance is the most significant driver of intentions. Our analysis also reveals interaction effects between traditional and technology-mediated channel performance satisfaction levels. These effects vary across service types, indicating contingencies in channel substitution and complementarity.     

The customer's role in the service encounter: The effects of control and fairness

Two key elements of service satisfaction for customers are the perception that they have at least some control or choice and that the service provider is being fair. That notion was tested in a video-based experiment in which 50 subjects watched either a restaurant-based or hotel-based scenario that depicted an employee's response to the subject's request for a change in the original order or reservation. In half the scenarios the guest's wish was granted and in half; it was not. Whether the request was granted or not, in half the scenarios the employee behaved in a fair fashion (by being considerate, knowledgeable, impartial, and consistent) and in half the employee did not behave fairly. Respondents in the hotel scenarios confirmed the experimental hypothesis by indicating that they would be more satisfied in the scenarios where they had control (that is, ability to make a choice) and even if they did not have a choice, when the employee was fair. In the restaurant scenarios, having some control led to satisfaction, but employee fairness did not counteract a lack of control.     

The role of emotions in utilitarian service settings: The effects of emotional satisfaction on product perception and behavioral intentions

The role of emotions in hedonic service settings is well established, but their role in utilitarian service settings has received scant attention. This research attempts to fill this gap by investigating the effects of customers’ perceptions of service quality and servicescape on their emotional reactions, and their perceptions of product quality and subsequent behavioral intentions. Data are collected from 189 clients/patients who visited an optometry clinic. The study reports that perceived service quality (reliability, responsiveness, assurance, and empathy) and service environment (atmosphere and layout) both increase positive emotional satisfaction. In turn, positive emotional satisfaction leads to a high perception of product quality, high recommendation, patronage intention, and likelihood of purchase. Additionally, product quality perceptions have a significant positive impact on behavioral intentions.     

The authentic service employee: Service employees' language use for authentic service experiences

This study analyzes how service employees' language use influences the authenticity of a service. The extant service literature on language use remains exclusively focused on the customer's perceptions of first language use in direct communication. Shifting the focus to the service employee, this paper posits that language could exert a wider influence, contributing both to how customers perceive the authenticity of the service and the entire service experience. Analyzing language use in service encounters, the paper addresses this research gap in the literature from the perspective of the service employee. In many service settings, authenticity is an important part in customers' construal of their experience. The study analyzes how service employees in British pubs outside the UK may use English with local customers who frequent these pubs to get a taste of Britain and British culture, contributing to the service literature by introducing a typology to align the service employees' language use with authenticity to strengthen the customer experience. The paper further contributes to service theory by extending the understanding of service sabotage by showing how, why, and in which circumstances service employees may use a language switch to sabotage the customer experience. Finally, the study extends the extant human resources literature on the effects of allowing service employees to be themselves to show that this managerial practice not only benefits the service employees also results in a more authentic customer experience.     

Enhancing customer self-efficacy in co-producing service experiences

The service sector is dependent upon customers’ willingness to contribute their knowledge, skills, and abilities to co-produce the service experiences they want and expect. Service organizations therefore seek to employ strategies that will enhance their customers’ ability to do whatever they must to be successful in co-producing those experiences. Applying the concept of self-efficacy, we offer a theory-based approach to developing these strategies that firms may utilize. These strategies involve focusing both employee training and environmental cues on how to enhance the self-efficacy of the customer in performing whatever tasks are necessary toward a successful service experience.     

The impact of affective and cognitive app experiences on loyalty towards retailers

Although mobile applications (apps) are now widespread, to date few studies have considered the effects that app use has on loyalty towards the retailer. This study aims to explore the impact of affective and cognitive app experiences on loyalty towards retailers. A theoretical model, validated empirically with data from a survey using partial least squares structural equation modelling (PLS-SEM), is proposed. The results show the key role of affective experience and its impact on cognitive experience and that both dimensions positively influence the satisfaction and trust that users have in apps, which in turn has a positive effect on loyalty felt towards the retailer. These findings contribute towards improving the theoretical knowledge of the impact of apps on the retailer-customer relationship, and guide businesses in developing and implementing appropriate app-related strategies.     

Action control,proxy control,and consumers' evaluations of the service exchange

This article adopts a consumer's point of view, and extends current literature that models the relationships between consumers' control perceptions, service providers' fair behaviors, and consumers' satisfaction with the exchange. Perceived control is disassembled into action and proxy control and their differential actions in the service exchange discussed. This article models, for the first time, the joint effects of perceived control and service provider behaviors on consumer satisfaction by explicitly connecting service‐provider fair behaviors to consumers' perceptions of control. The results from two repeated‐measures experiments provide support for the hypotheses. Specifically, a multivariate analysis of the data demonstrated main effects for the experimental manipulations on perceived control, perceived fairness, satisfaction, and behavioral intentions. An interaction effect between perceived control and perceived fairness was also evident in one experiment. Future research and managerial implications are discussed. © 2004 Wiley Periodicals, Inc.     

Co-producing with consumers: how varying levels of control and co-production impact affect

As companies continue to utilize co-production (customer participation in product or service creation) strategies with consumers, academic researchers have expanded their study on issues related to co-production. However, research has been scant on the issue of control in such situations. The underlying belief in increasing customer participation and involvement is it increases customers’ perceived control, thereby enhancing their experience and outcomes; this belief creates the necessity for further examination of control in co-production environments. This study examines consumers’ affective responses to differing levels of three types of control (cognitive, behavioral, and decisional) in low and high co-production conditions. Using two experimental contexts and one survey study, the results show increasing cognitive control will increase affect when co-production is low. Behavioral control can negatively or positively influence affect depending on specific situational contexts and perceptions of customization in low co-production conditions. Lastly, decisional control is found to be an important positive contributor to affect regardless of co-production level. Theoretical and practical implications are discussed.     

The effects of salesperson mood, shopper behavior, and store type on customer service

This paper proposes that salesperson mood, shopper behavior, and store type have significant effects on the level of customer service provided by a store. Results from a laboratory experiment reveal that salespeople enjoy unpleasant shoppers less but serve them more. Salespeople in a good mood are more uniform in their delivery of customer service, while those in a bad mood are more likely to provide poor service to pleasant than to unpleasant customers. The study also reveals that department-store salespeople provide a more uniform level of customer service than discount-store salespeople. Conclusions and management implications are discussed.     

Consumer experiences,attitude and behavioral intention toward online food delivery (OFD) services

Prior research has mostly examined consumer attitudes toward online services/retailing in general and a few researchers have addressed consumer experiences with online food delivery (OFD) services. The purpose of this study is to examine the structural relationship between convenience motivation, post-usage usefulness, hedonic motivation, price saving orientation, time saving orientation, prior online purchase experience, consumer attitude and behavioral intention towards OFD services. The study proposes an integrative theoretical research model based on the Contingency Framework and Extended Model of IT Continuance. 224 valid questionnaires were collected to empirically test the research model using the partial least square (PLS) path modeling approach. The results imply that the proposed hypotheses were supported, except for the relationship between prior online purchase experience and post-usage usefulness. Practical implications and limitations are discussed.     

Consumers' captive service experiences: it's YOU and ME

Consumers in captive services often do not have the same experiences as consumers in typical service situations; this reality is largely ignored in existing service literature. To fill this void, this research makes a qualitative exploration of consumers' lived captive service experiences. It finds that consumers face several negative service processes. At the heart of these negative service experiences are the interactions of consumers with the service workers on whom they depend. Power has shifted to providers and this permits service organizations to deviate from accepted prudent service practices. Consumers experience service captivity and feel they have little or no recourse to the poor service treatment they receive. This does not, however, stop them from attempting to take back control of their consumption experience when and where possible. Consumers show marked resilience in the face of dehumanizing service interactions. Understanding developed in this research can be used to guide transformative service redesign in contexts of captive service and consumer service captivity.     

The effects of management succession in retail service banking

It is a fundamental tenet of modern management theory and practice that managers matter, and that a management change involving a transfer of authority will improve performance. In fact, there are two other possibilities, the management change may have no or even a negative effect. The purpose of this study is to examine the effects of a management change (succession) in the retail service branch banking context. The study is based on historical operational data and is longitudinal in nature. Specifically, the inter-relationships between pre-succession performance, predecessor tenure, reason for succession, origin of successor and organisational change were evaluated in 38 branches of a bank during a two-year period. The results indicated a strong association between pre- and post-succession performance, and that pre-succession performance is a predictor of successor origin, as is predecessor tenure which in turn influence post-succession performance.     

Student experiences with service learning in a Business Ethics course

Service learning provides many challenges and opportunities for the instructor who wishes to test its potential. This paper looks at some of the promise for service learning in the undergraduate Business Ethics course and describes one experience with this project. Quotations from student journals and reflective papers are utilized to present the student's perspective on the project. Some suggestions are offered for insuring effective service learning in courses like Business Ethics.John Kohls is an Associate Professor of Management at Gonzaga University in Spokane, Washington. He teaches courses in Business Ethics; Business, Government and Society; Strategic Planning and Policy, and other areas of Management. He has published a number of articles in these areas. He also conducts Management Development workshops including Ethics, Organizational Culture, and Leadership.     

Examining tourist citizenship behaviors through affective,cognitive, behavioral engagement and reputation: Symmetrical and asymmetrical approaches

Although various studies have addressed customer citizenship behaviors and customer brand engagement, the effect of tourists’ pandemic-related destination brand reputation (DBR) on destination-brand-engagement (DBE) and tourist citizenship behaviors (TCB) remains nebulous. Based on signaling theory, social exchange theory, and complexity theory, we develop and test a theoretical model that explores the effect of tourist-perceived DBR on their affective, cognitive, and behavioral engagement during the COVID-19 pandemic. To explore these issues, this article adopts a mixed-method research approach, including symmetrical-based structural equation modeling (SEM) followed by asymmetrical-based fuzzy-set qualitative comparative analysis (fsQCA). First, the SEM findings reveal the positive effect of DBR on affective, cognitive, and behavioral brand engagement. Second, the SEM findings uncover the affective, cognitive, and behavioral brand engagement’s positive impact on TCB. Third, the fsQCA findings identify three heterogeneous variable combinations/configurations that facilitate TCB. This study offers important theoretical and practical implications for destination marketers in pandemic times.     

Designing and executing memorable service experiences: Lights, camera, experiment, integrate, action!

Designing services that deliver memorable personal experiences is a science and an art that is poorly understood. Borrowing from the masters of managing performances, the theatre industry, we examine the process for staging plays. Based on our study, we draw inferences that can help service experience managers in a variety of settings create more memorable face-to-face service encounters. To this end, we illustrate seven steps managers should follow to ensure service experience success.     

The influence of emotions on customer's cognitive evaluations and satisfaction in a service failure and recovery context

The aim of this paper is to explore the relationship between customers' negative emotions after a failure, their cognitive evaluations of the recovery process, and the overall or cumulative satisfaction in a service context. Two different constructs measure a customer's cognitive evaluations of the recovery process: disconfirmation of expectations and perceived justice. The proposed model is tested on a sample of financial service customers who suffered some type of failure. The results indicate that emotions have an indirect effect on overall or cumulative satisfaction through cognitive evaluations.     

Transformative service research and service design: synergistic effects in healthcare

ABSTRACT

This conceptual paper answers the question: How do we design service experiences in whole to increase the well-being of all participants in the healthcare system – patients, families, and caregivers? In order to do so, we position service design as an essential tool and even a mindset needed for transformative service research success. We discuss the transformative role service design plays in improving service and consumer entities’ well-being with a focus on how this approach can lead to improved healthcare service outcomes. We also add to the conversation surrounding service and consumer entities’ well-being by broadening the concept and application of service design to consider social, existential, psychological, and physical well-being. We particularly explore how healthcare services can benefit from further consumer engagement and collaborative patient–provider relationships, two key factors essential for redesigning the industry.     

Interpersonal service quality of the Chinese: determinants and behavioral drivers

Service Business - The limited explanatory power of service quality models outside their nascent Western contexts is in no small part due to the significant role of cultures in constructing...