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.     

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 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.     

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.     

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 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.     

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.     

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...     

The competitive impact of service process improvement: Examining customers’ waiting experiences in retail markets

In this paper, we investigate the impact of a service process improvement in front-end retail operations on the waiting experiences of shared customers, that is, those customers who patronize a retailer as well as its competitors. Our findings from two studies—a field study and a controlled laboratory experiment—suggest that while customers’ waiting time perceptions are independent across competing firms, their waiting time satisfaction is interdependent. As a result, the impact of a retailer's service improvement initiative that reduces waiting times is not merely local to the retailer but propagates to its competitors through its shared customers. Specifically, such an improvement not only raises shared customers’ satisfaction with the focal retailer, it also concurrently lowers their satisfaction with the retailer's competitors. By implication, current approaches that assess the impact of a service process improvement by just measuring the difference in customer satisfaction before and after the improvement may be underestimating the true impact of such improvements.     

Trade, technology, and the rise of the service sector: The effects on US wage inequality

This paper uses a multi-sector version of the Ricardo-Viner model of international trade to quantify empirically the effects of technological changes, international trade, changes in the sectoral composition of the economy, and other factors on the US wage premium. The main finding of the paper is that changes in the sectoral composition of the economy were the most important force behind the widening of the wage gap, accounting for about 60% of the relative increase in wages of skilled workers between 1970 and 1996. In essence, capital was reallocated to sectors where it is relatively complementary to skilled workers.     

Innovation and imitation effects in Metaverse service adoption

This study examines the innovation and imitation effects in Metaverse service adoption. “Metaverse services” is a collective term for services such as Augmented reality, Life logging, Mirror world, and Virtual world. Among them, Twitter, Google, iPhone, and Secondlife (T.G.I.S) are the most popular services/products these days. To measure the adoption of these product/services, the most commonly used are IP traffic and iPhone sales. Thus, in this study, we measured adoption by measuring changes in the IP traffic volume of , , , and sales for iPhone during a 2-year period (from the first quarter of 2008 to the fourth quarter of 2009). To analyze this time series data to reveal the innovation and imitation effect, we employed the Bass model. The results showed that each of these services yields different innovation and imitation coefficient values. Imitation effects for all Metaverse services are greater than innovation effects, and Secondlife’s innovation effects are larger than others. Also, iPhone sales, as a measurement for information and communication technology (ICT) products, showed greater innovation effects than the other services. Implications are drawn to explain these differences, such as, Googlemap’s imitation effects are based on network externalities, while Twitter’s imitation effects are caused by the interactions of individuals; iPhone sales’ innovation effects are explained by the timing of the measurement.     

Parent control mechanisms,knowledge attributes,knowledge acquisition and performance of IJVs in Taiwan service industries

The study explores parent companies' use of control mechanisms in their international joint venture (IJV), IJV knowledge acquisition and IJVs' performance. Traditionally, control mechanisms are criticized for potentially limiting autonomous learning. However, we propose that knowledge-oriented control mechanisms used by the parent company on its subsidiaries could facilitate knowledge acquisition and learning. This study takes samples from 104 Sino-foreign joint ventures in service industries in Taiwan. The results of the study indicate that in IJV, parent companies require a ‘personnel training’ control mechanism as a guide for gaining codified knowledge from foreign partners. MNCs should apply ‘culture’ and ‘performance’ control mechanisms to gain non-codified knowledge. In turn, the tacit knowledge of IJV results in a better economic, competency-based performance, while explicit knowledge more significantly influences the synthetic performance.     

The effects of overall similarity regarding the customer-to-customer-relationship in a service context

This study applies the similarity effect to customer-to-customer-relationships. First, a customer categorisation in regard to their overall similarity is performed using multidimensional scaling (MDS). Second, overall similarity effects are shown. The predictions are tested based on recent research suggesting that overall similarity has positive effects in relation to attitudes towards the service, attitudes towards other present customers as well as the subject's intentions—such as choosing a service provider and recommending the service provider. Our findings are consistent with our predictions. Furthermore, the service context is discussed controversially and we establish that similarity has an effect beyond different service contexts.     

The moderating effects of gender roles on service emotional contagion

This study attempts to examine how service personnel's appearances, attitudes, and behaviours affect customers' emotions and thus their satisfaction and loyalty; it also considers gender roles an important moderator, in that customers with different gender roles may detect and feel differently when they are exposed to personnel's appearances, attitudes, and behaviours. Empirical data were collected from customers in clothing shops in Taiwan. The results suggest that customers with androgynous role more sensitive to the emotional contagion process. Managerial implications and future research directions are also discussed.     

The effects of discussion and question wording on self and proxy reports of behavioral frequencies

Marketing research surveys often rely on one person to report about the consumption and purchase behavior of other household members. We report the results of an experiment examining how the level of discussion among household members and the wording of a recall question affect the accuracy of reports about the frequency of another household member’s behavior. The findings suggest two important implications. First, asking respondents for a count versus an estimate of the behavior affects both the level of reporting for others as well as the accuracy of such reports. Second, screening potential respondents on their level of discussion on a topic with their partner or family member may help reduce reporting error.     

The impact of customer cognitive competence on online service decision-making: an event-related potentials perspective

Customer service online decision-making is subject to the perception of service value based on the interaction between customer cognition and emotion. The study reported in this paper examines the impact of customer cognitive competence on the online service perceived value. Thirty participants were divided into high- and low-cognitive-competence groups based on their responses on the service value perception survey. During the experiment, both groups were shown services that were available for online purchase. Changes in cognitive and emotional late positive potential (LPP) in the occipital and central–parietal region were recorded. In comparison with the customer sacrifice and customer benefit, the service value may elicit greater emotional LPP components in the central–parietal region and shorter cognitive LPPs in the occipital region in the group with high cognitive competence. Our findings present a potential neural mechanism for the impact of consumer cognitive competence on service value perception and decision-making, which may encourage the managers to improve service quality and guide the research of customer behavior and marketing.     

Customer control and evaluation of service validity and reliability

A control and attribution model of service production and evaluation is proposed. Service production consists of the stages specification (input), realization (throughput), and outcome (output). Customers may exercise control over all three stages of the service. Critical factors of service production are service validity (is the correct service produced?) and reliability (is the service correctly produced?). With more control, customers feel more responsibility for and satisfaction with the service outcome. If this is the case, there is less attribution of service outcomes to the service provider and more to the customer, as a party in the service production. Self-perceptions and perceptual and attributional biases play a self-serving role to justify customer service engagement. Attributions of service outcomes determine perceptions of service quality and behavioral responses such as (dis)satisfaction, complaints, repeat buying, and service loyalty. These customer control and evaluation processes are captured in a set of propositions, advanced to serve future research. © 1998 John Wiley & Sons, Inc.