The role of other customers during self-service technology failure

Service recovery through inter-customer helping is especially meaningful in the self-service technology (SST) failure context because SSTs are associated with a high risk of failure due to the lack of face-to-face contacts with employees. In understanding the phenomenon of inter-customer helping, two fundamental questions are investigated in the current research: (1) does social influence play a role in customers’ helping decisions? and (2) what are the motives for helping? Through two experimental studies, we provide evidence that two different forms of social influence play a role in helping others during SST failures, and customers have self-centered (vs. other-centered) motives. Results from Study 1 showed that individuals in the private environment indicated more willingness to help than individuals in the public environment did due to heightened perceived responsibility. Study 2 revealed that tie strength influenced willingness to help via a dual pathway: perceived responsibility and social approach motives. Finally, we discuss and highlight the positive influence that self-centered motives can exert in the SST failure scene.     

The role of love in satisfied customers' relationships with retailers

This study proposes and tests a model that includes customer love as a measure of satisfied customers' emotional responses to retailers specifically in apparel and grocery store contexts. Customer love was found to partially mediate the effect of service quality on positive word-of-mouth and willingness to pay more. In contrast, customer love was proven to fully mediate the effect of service quality on self-disclosure and competitive insulation. As a control variable, emotional intensity had a positive effect on customer love. The implications of the customer love construct are discussed, as well as limitations and areas for future research.     

Striving for quality: The key role of internal and external customers

This research suggests that the concept of customer orientation is at the core of a successful quality program. Based both on a series of interviews conducted at a Baldridge Award winning company and on past literature support, it is shown that in addition to an external customer orientation, an internal customer orientation plays a strategic role in the achievement of high quality standards throughout the organization. Several recommendations are proposed to foster the development of an internal customer orientation—a concept which has been largely neglected in the quality management literature.     

The role of organizational service climate in generating control and empowerment among workers and customers

Previous studies have found a relationship between service climate and customers’ satisfaction. This paper presents two studies that used structural equation modeling to examine the role of control and empowerment in mediating this relationship. In the first study, questionnaires were administered to 113 pairs of customers and service workers. The results show that service climate is related to a customer's satisfaction through the mediation of a service worker's self-reported control of the service situation. In the second study, the service worker's sense of empowerment was predicted with service climate and the supervisor's empowering behavior. The data was gathered with questionnaires administered to 255 workers in service roles. Service climate was found to have a positive effect on empowering leadership behaviors of the service worker's supervisor which, in turn, enhance the service worker's sense of empowerment. The results are discussed in regard to the role of control and empowerment in service organizations.     

The antecedent role of customer-to-employee relationships in the development of customer-to-firm relationships

In this study, a customer-to-employee (C–E) relationship construct is employed to test the antecedent role of C–E relationships in the development of customer-to-firm relationships. The authors propose a conceptual model of the relationships that are hypothesized to exist among the constructs of ‘rapport’, ‘relational benefits’, ‘affective commitment’, and ‘dedicational behaviours’ of customers with respect to full-service restaurants. This study demonstrates that rapport has a positive influence on customers' perceptions of relational benefits and that rapport and enhanced perceptions of relational benefits induce customers to develop affective commitment and form intentions to engage in dedicational behaviours towards restaurants.     

Entry mode diversity and closing commercial deals with international customers: The moderating role of advanced servitization

As the importance of servitization and service-augmented solution delivery grows into a mainstream phenomenon for manufacturers, offering theoretically founded avenues to solve their specific internationalization challenges is necessary. The study addresses the internationalization paradox faced by servitized manufacturers generated by the specific hybrid nature of their product-service offering. As such, this research is meant to understand the entry mode diversity for the internationalization of advanced servitization providers. Our primary research deal-level data follows 1885 potential sales negotiations for servitized products closed in 2018 by a Poland-based multinational high-tech optics firm offering product-service systems. The results of the study support the idea that manufacturers of advanced servitization could benefit from the implementation of entry mode diversity. It is found that the sales deal success when entry mode diversity is implemented in a foreign market is positively moderated when knowledge-intensive advanced servitization is included in the negotiation.     

腾讯智慧：填补无效营销“黑洞”

“我知道我的广告费有一半被浪费掉了，但我不知道是哪一半。”美国第一个现代意义上的广告商人约翰·沃纳梅克（John Wanamaker）的这句话作为影响整个20世纪的营销格言，道跛了营销管理中最令人头疼的提高有效性问题。一个世纪以来，广告主前赴后继，为的一就是填满那“50％”的“营销黑洞”。     

Managing social media recovery: The important role of service recovery transparency in retaining customers

This research examines the influence of service recovery transparency on customer forgiveness to retain customers in the context of service recovery via social media. We propose that customer forgiveness mediates the effect of service recovery transparency on switchover intentions. We further posit that the effect of service recovery transparency on customer forgiveness is moderated by two additional recovery strategies, i.e., apology and explanation. The results of two studies, i.e., a survey and a scenario-based experiment, show that service recovery transparency acts to elicit customer forgiveness, which subsequently negatively affects switchover intentions. Furthermore, both apology and explanation moderate the effect of service recovery transparency on customer forgiveness. The positive effect of service recovery transparency on customer forgiveness is attenuated when an apology/explanation is absent.     

Cross-cultural adjustment of expatriates: The role of emotional intelligence and gender

The study examines the role of emotional intelligence (EI) in cross-cultural adjustment (CCA) of expatriates on international assignments. Based on a sample of 269 French expatriates operating in 133 countries, our analysis finds a significant and positive relationship between EI and expatriates’ general living, interactional and work-related CCA. Additionally, it shows that cultural similarity only facilitates general living adjustment and not interactional or work adjustments. Finally, our analysis reveals an interesting interaction effect between gender and the ability to appraise and express emotions: the influence of the latter on all three dimensions of CCA tends to be slightly stronger for male than female expatriates. The study offers important practical implications for organizations concerning the identification and development of successful expatriates.     

A fear-based view of wisdom: The role of leader fear of failure and psychological empowerment

Leader wisdom is crucial to effective organizations because it is one of the greatest human capacities. However, understanding what factors impact leader wisdom is still developing. In this paper, we rely on a fear-based view of wisdom and empirically examine through a quantitative study of 249 leaders if one of the primary regulators of human behavior (fear) is positively related to wisdom. We are specifically focused on the role of fear of failure and wisdom. Additionally, because we recognize that fear has a negative connotation and has a tipping point regarding leader effectiveness, we propose that psychological empowerment serves as a coping mechanism for fear and mediates the relationship between fear of failure and wisdom. Through structural equation modeling (SEM), we demonstrate that fear of failure does positively impact leader wisdom and that this relationship is mediated by psychological empowerment. This study contributes to the literature by advancing the fear-based view of wisdom which unites two of the most powerful concepts in human history: fear and wisdom. Although wisdom has a resurgence of interest in business literature, fear is not given much attention. By theoretically and empirically linking fear of failure with wisdom, we shed light on how fear is an important motivating mechanism. The study also contributes to practice by suggesting leaders should fear failure and avoid minimizing fears to be wise.     

The trickle-down effect of trust in business-to-business relationships: How can a supplier ensure cooperation from multiple customers?

Abstract

Although several interfirm cooperation studies have expanded the unit of analysis from dyads to triads (networks), there is scant literature focusing on whether and how a supplier’s relationship with a customer influences its relationships with other customers. Individual relationship dyads are not isolated but interact with one another. Particularly, mutual trust in a supplier–customer relationship dyad may influence other customers’ cooperative behavior. This cross-dyadic influence is called the “trickle-down effect of trust.” A hypothesis for the mechanism by which this effect occurs was generated, focusing on the customers’ demand information offerings as a cooperative behavior. The results of an empirical analysis indicate that (1) a supplier’s mutual trust with its primary customer encourages nonprimary customers to offer their demand information to the supplier and (2) the quality of information from customers helps the supplier to make their new product more meaningful.     

The role of certification in service relationships: Theory and empirical evidence

In this paper we draw upon multiple theoretical perspectives and develop a conceptual framework regarding the role of certification signals in service relationships. The central premise of this study is that sellers who use certification display for making promises also institute appropriate mechanisms for controlling service providers. Furthermore we hypothesize that the degree of certification display and agent screening is moderated by the relative costs of certification and screening respectively. We empirically test our model by analyzing data from a mail survey of automotive service managers. Our results support the theoretical notion that building customer relationships involves making and keeping promises in service delivery.     

The role of the Internet in physician-patient relationships: The issue of trust

The Internet has proven to be a powerful and very popular vehicle for distributing health information to millions of individuals; it is interactive, user-controlled, and provides an effective means for communicating detailed information. While there has been increasing use of the Internet in healthcare, little research has been conducted to examine what, if any, impact the availability and integrity of healthcare information on the Internet has on the physician-patient relationship. Importantly, several studies show that Web-based health information frequently contains inaccurate or incomplete information. Patients who retain such information go so far as to suggest approaches to their physicians and express disappointment when the physicians refuse to prescribe as expected. For their part, doctors are concerned about the physician-patient relationship when they have to explain to patients that their Internet-based information is less than accurate; consequently, the physician-patient relationship is often affected. While many issues bear upon the physician-patient relationship, the central one is trust. This article examines consumer use of the Internet for healthcare information, considers the problems caused by inaccuracies or omissions from third party websites, and sets forth recommendations regarding how the Internet can be used to improve the physician-patient relationship. It is hoped that these suggestions provide a better understanding of the required components of upcoming healthcare strategies.     

The role of memorable experience and emotional intelligence in senior customer loyalty to geriatric hotels

Drawing on service encounters and experiential marketing theories, this study examined the relationship between geriatric service, memorable experience, emotional intelligence, and senior customers' attitudinal and behavioural responses. The research was conducted at geriatric hotels in Portugal. The results showed that, compared to impersonal encounters, employee service has a significantly greater effect on customer satisfaction, memorable experience, and customer loyalty. In addition, customers' memorable experiences mediated the relationship between different service encounters and organisational outcomes. However, customers’ emotional intelligence had minimal effects on these relationships. The discussion and implications of these findings are offered to researchers and practitioners.     

Steering customers to the online channel: The influence of personal relationships,learning investments,and attitude toward the firm

Understanding the consequences of customer steering is a key challenge of multichannel customer management. Although many firms are faced with the question whether customers should be steered to the online channel to realize the potential benefits of this channel, little is known about the circumstances under which customers will be unreceptive to the online channel and displeased if they are steered. This research addresses this critical gap and examines the impact of customer steering with assortment modifications on customers' online migration decisions and overall satisfaction in three experimental studies. The results highlight the importance of three contingency factors: personal relationships in the current channel, learning investments into the online channel and attitude toward the steering firm.     

Surviving the emotional rollercoaster called entrepreneurship: The role of emotion regulation

The entrepreneurial journey is often experienced as an emotional rollercoaster, but we know very little about how entrepreneurs can ride it most effectively to increase their ventures' chances of survival. We investigate how entrepreneurs' habitual use of cognitive reappraisal and expressive suppression – two well-established types of emotion regulation – impact on the likelihood of their venture surviving. Drawing on a sample of 183 technology ventures, we find that both regulation types are generally associated with a lower survival likelihood, but that these effects depend on the venture's performance. Our study contributes to the literatures on emotions and new venture survival in entrepreneurship and to the emotion regulation literature.     

The congruence effect between product emotional appeal and country-based emotion: The moderating role of country-of-origin

Previous research has suggested that country-based emotions (i.e., emotions associated with a country) can influence consumer evaluations of a product from that country. However, it remains unclear when and how country-based emotions can be influential in consumer decision making. The results from an experiment reveal that only for a destination with a less favorable country-of-origin image will the match (vs. mismatch) between the country-based emotion and the emotional appeal of the product advertisement increase the purchase likelihood of the product. These findings are beneficial for local brands in that they can promote tourist spending at their destination by cooperating with destination marketers in developing integrated promotional campaigns that elicit congruent emotions.     

IT supporting supplier relationships: The role of electronic commerce

The paper discusses how electronic commerce may be used to support a portfolio of supplier relationships and considers a case study based on BT Supply Management (SM) who have developed a supplier relationship framework to categorise suppliers and select appropriate procurement strategies. Electronic Commerce applications may be mapped to the framework to support different types of supplier relationships. The case study also examines the opportunities of utilising the Internet to support procurement-related processes. The impact of electronic commerce on the supply chain is considered in terms of customer service, lower costs, more efficient processes and improved supplier relationships.     

Brand relationships in wireless mobile environments: The mediating role of apps

Brands use branded mobile apps to interact with users and to develop brand relationships in wireless mobile environments. These apps collect data about users and app usage, which are potentially helpful for brand relationship research. We aim to contribute to understanding the user–brand relationship (UBR) measurement mediated by branded apps, an area with very limited research, with a focus on leveraging these apps as a gauging context to measure the UBR strength. We propose a data-driven model to measure the UBR strength that combines metrics computed by using branded app data with close interpersonal relationship indicators. We conducted a computer simulation to test the proposed model. Our findings show that app usage time is the metric that most affects UBR strength measurement. The results suggest that time is essential for developing brand relationships in wireless mobile environments, much like in interpersonal relationships. The proposed model can be supplemented with other metrics to study new attributes associated with the UBR that might emerge in these environments.     

Creativity in buyer–seller relationships: The role of governance

This research proposes a framework for relating governance mechanisms (power, contracts, and trust) to the generation of creative approaches to business activities in buyer–seller relationships. The framework is tested with a survey of 262 purchasing agents. The results indicate that trust and contract affect the three facilitators of inter-organizational creativity: (1) knowledge-sharing routines (resources), (2) learning orientation (motivation), and (3) managerial support and open-mindedness (managerial practices). Also, the effects of trust and contract on the creativity in buyer–seller relationships are fully mediated by the above three facilitators. In particular, trust plays a more influential role in stimulating creativity. While power is not significantly associated with any of the facilitators, its overall effect on creativity is negative.