Interpreting value in the customer service experience using customer-dominant logic

Abstract

Traditionally, customer value has been examined from the perspective of the firm. New understandings of customer value from the customer-dominant logic perspective of services emphasise the need to move away from the service-dominant perspective and adopt a customer-based approach that considers value within the broader context of a customer’s lifeworld. This article explores how individual customers make sense of their participation in an extraordinary, commercially-driven consumption experience. A phenomenological approach is taken to understand the lived experience of these participants. The findings of this exploratory study reveal the highly complex nature of value in the experience in the chosen context of luxury driving experience days. Theoretical and managerial implications are discussed.     

Edging out of the nest: emerging adults’ use of smartphones in maintaining and transforming family relationships

Abstract

The transition to adulthood, often accompanied by an emptying of the family nest, has implications for family relationships, identities and consumption practices. Despite this, the voices and experiences of emerging adults are largely missing from literature on family consumption. Emerging adult families typically combine digital natives and digital immigrants, but little is known about how their interactions around digital communications technology relate to emerging adult preoccupations with affiliation and autonomy. This interpretive study explores how emerging adults’ smartphones are bound up with a complex network of family communication and consumption practices, often across household, geographic and generational boundaries. Affiliation and autonomy emerged as intertwined rather than competing dimensions of participants’ smartphone use, contributing to the distribution and development of family as the nest empties.     

Olympians or lemmings? the postmodernist fun run

The phenomenon of mass fun running in Britain dates from the early 1980s and displays much of the ideology of the ‘Sport For All’ campaign. While running as an activity can be viewed as a natural pastime, the notion of mass jogging, as exemplified by the Great North Run and the London Marathon, is more difficult to comprehend and requires further analysis. This paper argues that the mass fun run is an example of the ‘Society of Spectacle’: a commercial creature which is heavily reliant on media coverage and sponsorship and which serves as an endorsement and symbol of postmodern society. The media stresses the ‘tradition’ of such events and uses them as images of human decency and national unity. Yet the relationship between audience, participant and spectacle remains fragile and dependent upon commercial considerations.     

Competing priorities as constraints in event travel careers

An event travel career is a potentially lifelong pattern of travel to events linked with an individual’s preferred leisure activity. This paper applies the concept of an event travel career to non-elite triathletes. For these active sport tourists, ongoing pursuit of an event travel career is arguably constrained by competing priorities that intervene between everyday life and their pursuit of an event travel career. In-depth interviews were conducted with 21 triathletes identified as pursuing an event travel career. Interpretive analysis revealed seven domains of competing priorities that could work to constrain their event travel career aspirations. These domains included familial relationships, domestic responsibilities, sociability, finances, leisure, wellbeing, and work/education. The seven competing priority domains were interrelated, and cyclical in their constraining effects. Data assisted in clarifying some defining characteristics of the event travel career concept, and challenged notions of leisure participation as entirely positive and fulfilling.     

The role of capital investment project teams in organisational learning

The management and organisation of capital projects in the British National Health Service (NHS) is dependent upon project teams. An analysis of four case studies shows how these teams also act as agents of learning for individuals and the organisation. This article considers the process by which learning came about. In particular it identifies the ability of the project teams to develop a parallel organisation within a wider organisational context. These teams develop specific rules, roles and relationships which help individual project team members to more effectively share their knowledge with others and their organisation.     

An historical perspective on governmental accounting education

This paper presents a senior governmental accounting educator’s perspectives on how governmental accounting education has changed over the past 35 years and what we can expect for the future. Having begun my academic career during the 1970s, a period of turmoil and debate about the deficient state of governmental accounting, I look at how events of this period influenced my personal decision to specialize in governmental accounting education and how those events led to a path of dramatic improvement in governmental accounting standards, practice, and education. Key trends in governmental accounting education are discussed along with major changes in practice guidance over the years that have challenged textbook authors and faculty in staying abreast of change. The paper identifies many governmental accounting educators who have made significant contributions to governmental accounting and auditing policy and encourages current educators to seek ways to participate in the policy-making process. Finally, the paper discusses the future outlook for governmental accounting education and concludes that governmental accounting educators are well positioned to contribute to achieving the recently released recommendations of the Pathways Commission (2012).     

Commercial release of first-generation genetically modified food products in New Zealand: using a partial equilibrium trade model to assess the impact on producer returns in New Zealand

In the present paper, the impact of genetically modified (GM) food production on producers, consumers and trade in New Zealand is simulated under various scenarios using the Lincoln Trade and Environment Model (LTEM). The LTEM simulates, against various assumptions of proportions of GM/GM-free production, the impact of various scenarios relating to preference for or against GM production. The results from this preliminary analysis show that the greatest positive impact on New Zealand income is from following a GM-free strategy, where it is assumed such markets as the European Union and Japan have a large switch in preference away from GM food, followed by the scenario when there is a 20% preference for GM-free.     

Restricted electricity use among poor urban households

For a variety of reasons, this article argues, electricity must be seen by policy‐makers in South Africa not as the sole provider of all future household energy needs, but rather as one component of an energy mix which includes such ‘transitional’ fuels as coal, gas and paraffin. The reasons for this are that electricity is expensive for poor households; it is subject to power failures and disconnections for non‐payment; the poor find it difficult to monitor and to control their consumption; appliances are expensive and several are required to make best use of electricity; people prefer other fuels because they are familiar and have strong personal and cultural associations, and because Eskom is not trusted owing to its past ties to illegitimate local authorities and misunderstanding of electricity and how its use is monitored and charged for. Further, it is mistaken to equate ‘development’ with total electrification: most developed countries have fuel mixes which include gas and coal, particularly for cooking and heating. Accepting an affordable fuel mix for the poor in particular would focus attention on the problems currently associated with paraffin, gas and coal, namely fires, poisoning and air pollution.     

Local Conditions and Debt in Collections

Using credit reporting firm records on 7 million individuals in the United States, we first demonstrate that debt in collections varies significantly across the country; specifically, the South and West regions have higher shares of individuals with debt in collections than other regions. Second, we identify local factors that are strongly related to debt in collections. Results from our regression models show that neighborhoods with higher rates of debt in collections are more likely to have (1) lower health insurance coverage; (2) lower home values and homeownership rates, (3) a higher share of delinquent and underwater mortgages, (4) lower household incomes, and (5) a higher share of African Americans and Latinos. While our analysis does not identify the causal mechanisms that determine financial distress, the analyses developed here can facilitate research on such mechanisms.