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.     

Conceptualizing social entrepreneurship in the context of emerging economies: an integrative review of past research from BRIICS

Social entrepreneurship is well practiced and talked about in emerging economies. However, till date, no dedicated review and conceptual framework exists, synthesizing and integrating past social entrepreneurship research in the fast growing emerging economies, commonly known as BRIICS (Brazil, Russia, India, Indonesia, China, and South Africa). The purpose of this article is to bridge that gap by conducting an integrative review of 123 most relevant peer-reviewed scholarly articles, filtered out of 1779 search results in six different research databases. Country-specific conceptual perspectives have been extracted and integrated to formulate a novel social entrepreneurship framework that is inclusive of five key social entrepreneurship dimensions emerging from these economies: (a) Social Welfare, (b) Social Capital, (c) Social Entrepreneur, (d) Economic Value Creation, and (e) Collective Endurance. This exercise was an initiative to facilitate the global community of social entrepreneurship researchers and practitioners in understanding the diversity, meaning, and evolution of the social entrepreneurship phenomenon in the context of emerging economies. They can advance research in this domain with the aid of the proposed framework and the research questions proposed for future research.     

Employee share ownership and performance: golden path or golden handcuffs?

Using matched employer-employee data from the 1998 Workplace Employee Relations Survey, it is suggested that the presence of employee share ownership at a workplace is not significantly associated with employee commitment to the organization. There is evidence of a significant negative relationship between share ownership and workplace turnover, which explains part of the positive share ownership/performance relationship. This calls into question the postulate that share ownership has its main impact upon performance via the closer alignment of employees' and employers' values and interests – the golden path – rather than the lowering of employee turnover – the golden handcuffs.     

Third among Equals: An Analysis of the 1989 Ambulance Dispute

This article traces the course of the 1989–90 ambulance dispute, reviews the unions' industrial, parliamentary and media strategies and evaluates the outcome. The decision by the ambulance unions to maintain an accident and emergency service throughout the dispute, to try to win public support and to use a single spokesperson were critical factors in determining the outcome.     

Alternative Models of Trustworthiness of Service Providers

ABSTRACT

The structure and dimensionality of the trustworthiness construct are important theoretical and practical issues. Building on the work of Ennew and Sekhon and based on a sample of 625 respondents, this research identifies a six-factor structure of trustworthiness of service providers in the retail banking sector: customer orientation, integrity and honesty, communication and similarity, shared values, expertise, and ability and consistency. After assessing the reliability and validity of this factor structure, the study also compares the five alternative models of trustworthiness. Results indicated that the trustworthiness model with the six first-order factors has the best model fit. Higher order confirmatory factor analysis was used to identify three second-order trustworthiness factors, which are competency, openness, and benevolence. The various dimensions of trustworthiness are viewable as levers of improving a bank's trustworthiness in the minds of its current and potential customers.     

Exploring risk dimensions in the Indian software industry

The success of software projects is quite subjective in nature and is fettered by many risks, the perception of which varies from individual to individual and largely depends on the demographic characteristics of the executives and even the characteristics of the project. This study aims to identify and gauge the software risk dimensions and analyze the differences of perception among executives toward software risks. The contributions of this study untangle the issues underlying risks in the software industry and associates these issues with the perception of the “human” factor present in the industry.     

Risk in supply response: an econometric application

The impact of risk aversion on supply response is empirically estimated for selected field crops in California. As indicators of risk aversion the following surrogate variables are used: variance of past prices and yields, adjusted price to reflect the role of government support price over the market price and the dummy variables indicating price expectations. In general, the econometric estimates show a negative impact of risk aversion measured by the surrogate variables and this has implications for welfare gains resulting from price support policies aimed at stabilization.