The influence of service category, consumers' narcissism and processing mode on service customization consumption

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Chen Wang ◽  
Qiang Wang ◽  
Taiwen Feng ◽  
Yan Zhang
Keyword(s):  
Content Type ◽  
Factors Affecting ◽  
Processing Mode ◽  
Service Category ◽  
Need For Uniqueness ◽  
Individual Trait ◽  
High Level ◽  
The Relationship ◽  
Practical Implications ◽  
Service Customization

PurposeThis study aims to investigate the impacts of service category (utilitarian vs hedonic) on chosen degree of uniqueness (CDOU) and consumers' willingness to pay more (WTPM), as well as the moderating roles of consumers' narcissism trait (high vs low) and processing mode (rational vs experiential) on the relationship between service category and CDOU.Design/methodology/approachThis study conducts one online experiment-questionnaire study and one between-subject lab experiment to test the hypotheses.FindingsThis study finds that consumers are more likely to choose unique choices in hedonic service customization. Consumers' CDOU has a positive effect on their attitudes toward WTPM. In addition, consumers' processing mode moderates the relationship between service category and CDOU.Practical implicationsThe findings provide new insights into better understanding the factors affecting the choice of service customization and have significant practical implications. First, consumers' different desire for uniqueness of different service should not be neglected when examining the values of service customization. Second, high-level CDOU is quite prevalent for hedonic (vs utilitarian) service customization, especially for consumers with experiential processing mode.Originality/valueWhile previous studies state “need for uniqueness” as a key characteristic of product customization in general, we extend it to intangible service customization and connect it with consumers' WTPM. In addition, the moderating role of individual trait and decision-making processing mode is also checked. Thus, the findings refine the existing understanding of the relationship between uniqueness and service customization.

Effects of comparability of promotions on inaction inertia

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Hsin-Hsien Liu ◽  
Hsuan-Yi Chou
Keyword(s):  
Design Methodology ◽  
Content Type ◽  
Factors Affecting ◽  
Future Studies ◽  
Incentive Compatible ◽  
Internal Mechanism ◽  
The Impact ◽  
The Relationship ◽  
Practical Implications ◽  
A Current

PurposeBased on mental accounting theory, this study explored whether the comparability of missed and subsequent promotional formats/frames affects inaction inertia.Design/methodology/approachFour experiments with imaginary and incentive-compatible designs were conducted to test the hypotheses.FindingsConsumers are more likely to express inaction inertia after having missed a comparable promotion than after having missed a noncomparable promotion. Devaluation of the promoted target mediates the impact of comparability on inaction inertia, while referent others' actions do not moderate the comparability effect. Finally, when consumers accept a subsequent inferior promotion, they prefer using a different payment format because it reduces comparability of the two promotions.Practical implicationsCompanies should use different promotional formats/frames to reduce comparability and inaction inertia when a new promotion is relatively inferior to a recent previous one. Companies should offer different payment options to help customers actively avoid comparing a current promotion with a missed promotion.Originality/valueThis study provides a more comprehensive conceptual structure for understanding the relationship between psychological comparability and inaction inertia. It provides insights into what actions companies should take to reduce inaction inertia. Furthermore, this study empirically tests the influence of multiple comparison referents, which provides a reference point for future studies on the factors affecting inaction inertia. A new method to examine whether consumers actively avoid comparisons is used, which clarifies the internal mechanism of inaction inertia.

A re-examination of service standardization versus customization from the consumer’s perspective

2016 ◽  
Vol 30 (1) ◽  
pp. 16-28 ◽  
Author(s):  
Ying Ding ◽  
Hean Tat Keh
Keyword(s):  
Perceived Control ◽  
Perceived Risk ◽  
Consumer Satisfaction ◽  
Experimental Studies ◽  
Consumer Preference ◽  
Behavioral Experiments ◽  
Content Type ◽  
Need For Uniqueness ◽  
Practical Implications ◽  
Service Customization

Purpose The purpose of this paper is to investigate the pros and cons of service standardization (vs customization) from the consumer’s perspective, the key factors influencing consumers’ preference for standardized (vs customized) services and the outcomes of service standardization (vs customization). Design/methodology/approach The authors conducted a qualitative study and two behavioral experiments to test the hypotheses. Findings The authors find that the advantages of service customization include greater perceived control and higher consumer satisfaction. The drawbacks of service customization include greater perceived risk. These findings also suggest that consumers’ preference for standardized (vs customized) service depends on their consumption goal. Specifically, consumers with a hedonic goal tend to prefer customized services, while those with a utilitarian goal tend to prefer standardized services. These effects are moderated by their need for uniqueness. Research limitations/implications The qualitative and experimental studies in this research reveal the antecedents (utilitarian vs hedonic goal) on consumer preference for service standardization versus customization, as well as the consequences in terms of perceived risk, consumer satisfaction and perceived control. The experimental studies were conducted with Chinese and American consumers, respectively, which lend credence to the robustness of the findings. Practical implications Results of the present research provide new insights into service standardization versus customization and have significant practical implications. In particular, service organizations should consider designing the appropriate service mode based on consumers’ characteristics, particularly their consumption goals and their need for uniqueness. If the customers focus on efficiency and functionality, the organization should try to provide standardized services. In contrast, for customers who are seeking fun and a novel experience, the service firm should try to tailor to their hedonic needs. Originality/value While previous research identifies “heterogeneity” as a key characteristic of services in general, the present findings qualify this received wisdom. In particular, the authors show that consumers’ preference for service standardization versus customization is a function of their consumption goal and need for uniqueness. Thus, the present findings refine the current understanding of service heterogeneity, which makes a significant contribution to the services marketing literature.

Transformational leadership, organizational commitment, emotional intelligence and job autonomy

2018 ◽  
Vol 41 (9) ◽  
pp. 1033-1046 ◽  
Author(s):  
Priyanka Jain ◽  
Taranjeet Duggal
Keyword(s):  
Emotional Intelligence ◽  
Transformational Leadership ◽  
Organizational Commitment ◽  
Job Autonomy ◽  
Content Type ◽  
Mediating Role ◽  
High Level ◽  
The Relationship ◽  
Technology Industries ◽  
Practical Implications

PurposeThis study aims to investigate the mediating role of job autonomy ( JA) in the relationship between transformational leadership (TL) and organizational commitment (OC) and the moderating effect of emotional intelligence (EI) on the relationship between JA and OC.Design/methodology/approachData for the study were obtained from the respondents of information technology industries across India by using convenience sampling.FindingsThe study reveals that TL positively influences employees’ OC via JA. Results further indicated that EI as the moderator strengthens the relationship between TL and OC mediated by JA.Practical implicationsThe study recommends that leaders with high level of TL style should appeal to the emotions of their employees for significantly influencing their OC.Originality/valueThis paper extends upon prior research that has identified a relationship between TL and OC; this study proposes and analyzes a comprehensive and theoretically grounded structure of TL, JA, EI and employees’ OC, highlighting its theoretical and practical implications.

Professionalism among employees in Lebanon: the Lebanese University

2018 ◽  
Vol 14 (4) ◽  
pp. 385-392 ◽  
Author(s):  
Hala Abou Arraj
Keyword(s):  
Political System ◽  
Behavioral Problem ◽  
Content Type ◽  
Factors Affecting ◽  
Empirical Assessment ◽  
Behavioral Variables ◽  
The One ◽  
Relationship Of ◽  
The Relationship ◽  
Practical Implications

Purpose The present paper tries to assess empirically the level of professionalism. In addition, this paper tries to analyze the factors affecting professionalism. For this reason, the purpose of this paper is twofold: first, to provide an empirical assessment of professionalism in a bureaucracy, and second, to assess the relationship of age and education, on the one hand, and bureaucratic professionalism, on the other hand. Because whims make a poor basis for change, an objective empirical assessment of the level of professionalism is provided and that is where the strength of this paper lies. Design/methodology/approach The data for this study are obtained from a survey administered to employees. Findings The findings of this paper are as follows: low professionalism among civil servants in Lebanon, no relationship between professionalism and age of employees and the direct relationship between professionalism and education of employees. Practical implications It is true that the woes of the administration lie in the confessional political system of the country; however, concentrating on contextual and behavioral variables that can be controlled could alleviate the problem. Social implications Recruiting educated employees based on their competency levels may alleviate the behavioral problem and may lead to improved professionalism. Originality/value No previous work was done in this regard.

How luxury restaurants will enhance the concept of guest delight

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Padma Panchapakesan ◽  
Muslim Amin ◽  
Halimin Herjanto
Keyword(s):  
Design Methodology ◽  
Affective Commitment ◽  
Research Study ◽  
Mediating Effect ◽  
Substantial Contribution ◽  
Content Type ◽  
Service Excellence ◽  
High Level ◽  
The Relationship ◽  
Practical Implications

PurposeThe objective of this study is to investigate the effect of service excellence and guest delight on guest affective commitment to luxury restaurants, more specifically, the mediating effect of guest delight in the relationship between service excellence and guest affective commitment.Design/methodology/approachData were collected from 270 guests with a response rate of 67.5%. SmartPLS software was used for data analysis.FindingsThe findings indicate that service excellence and guest delight had increased guest affective commitment to the luxury restaurant. It has been determined that guest delight acts as a mediator between service excellence and guest affective commitment.Practical implicationsProviding a high level of service excellence and delighting, thereby encouraging luxury guests to have a high level of commitment to the restaurant. Therefore, luxury guests' expectations must be exceeded to obtain their commitment to the restaurant.Originality/valueThis research study provides a substantial contribution to the hospitality literature by providing a significant concept of guest delight that can offer the opportunity to establish a new understanding of guest affective commitment in the luxury restaurant context.

Analysis of factors affecting the realization of right to adequate housing in Iran: developing an interpretive-structural model

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Moslem Zarghamfard ◽  
Abolfazl Meshkini
Keyword(s):  
Structural Model ◽  
Sampling Technique ◽  
Governance Structure ◽  
Statistical Population ◽  
Content Type ◽  
Factors Affecting ◽  
The Right ◽  
Interpretive Structural Model ◽  
The Relationship ◽  
Practical Implications

Purpose Access to adequate housing represents a right entitled to any individual, as has been acknowledged by all states around the world. In Iran, despite the declaration of this right as per the Article 31 of Iran’s Constitution, it is yet to be realized. The purpose of this study is to developing a model for realization of the right to the adequate housing. Design/methodology/approach The present research was performed through a guided qualitative method. Structural-interpretative modeling was performed to present the model of right to adequate housing, and Mic Mac analysis was conducted for clustering the identified factors. Statistical population was composed of housing experts, with the samples taken via purposive sampling technique. Findings Based on the findings, the following factors were found to impose the largest effects on the realization of the right to adequate housing: alignment with ideology and beliefs of society; governance structure related arrangements; social structure related arrangements; improving security of tenure; justice in tenure; and local requirements. Practical implications Findings of this research contributes to increasing the awareness of the housing officials about their policies, reminding them the necessity of revisiting their routines for policy-setting. Indeed, they must switch from centralized policymaking to localized (provincealization) policymaking. Originality/value To the best of authors’ knowledge, this research is the first to investigate the right to adequate housing in Iran, elaborating on the relationship between relevant theories and practical issues.

Dave Snowden on KM and big data/analytics: interview with David J. Pauleen

2017 ◽  
Vol 21 (1) ◽  
pp. 12-17 ◽  
Author(s):  
David J. Pauleen
Keyword(s):  
Big Data ◽  
Data Analytics ◽  
Big Data Analytics ◽  
Theory And Practice ◽  
Content Type ◽  
Face To Face ◽  
The Relationship ◽  
A Company ◽  
Practical Implications ◽  
Scientific Officer

Purpose Dave Snowden has been an important voice in knowledge management over the years. As the founder and chief scientific officer of Cognitive Edge, a company focused on the development of the theory and practice of social complexity, he offers informative views on the relationship between big data/analytics and KM. Design/methodology/approach A face-to-face interview was held with Dave Snowden in May 2015 in Auckland, New Zealand. Findings According to Snowden, analytics in the form of algorithms are imperfect and can only to a small extent capture the reasoning and analytical capabilities of people. For this reason, while big data/analytics can be useful, they are limited and must be used in conjunction with human knowledge and reasoning. Practical implications Snowden offers his views on big data/analytics and how they can be used effectively in real world situations in combination with human reasoning and input, for example in fields from resource management to individual health care. Originality/value Snowden is an innovative thinker. He combines knowledge and experience from many fields and offers original views and understanding of big data/analytics, knowledge and management.

scholarly journals Understanding employee turnover in humanitarian organizations

2016 ◽  
Vol 48 (4) ◽  
pp. 208-214 ◽  
Author(s):  
Rameshwar Dubey ◽  
Angappa Gunasekaran ◽  
Nezih Altay ◽  
Stephen J Childe ◽  
Thanos Papadopoulos
Keyword(s):  
Employee Turnover ◽  
Factor Loading ◽  
Personal Factors ◽  
Related Factors ◽  
Content Type ◽  
Factors Affecting ◽  
Work Related ◽  
Humanitarian Organizations ◽  
Using Data ◽  
High Level

Purpose – At a time when the number and seriousness of disasters seems to be increasing, humanitarian organizations find that besides their challenging work they are faced with problems caused by a high level of turnover of staff. The paper aims to discuss these issues. Design/methodology/approach – Based on the 24 variables leading to employee turnover identified by Cotton and Tuttle (1986) the authors analyse the work-related, external and personal factors affecting employee turnover in humanitarian organizations, using a survey of members of the Indian National Institute of Disaster Management. Findings – Results indicated that the three factors are present. Of the external factors, only employment perception had a factor loading over 0.7; of the work-related factors, all were significant; of the personal factors, biographical information, marital status, number of dependants, aptitude and ability and intelligence had the highest loadings. It was also shown that behavioural intentions and net expectation were not significant. Originality/value – Only a few studies reported on employee turnover and its reasons are not well understood in the context of humanitarian organizations. To address this need, the aim of this paper is to explore the personal reasons impacting employee turnover in humanitarian organizations. In the study the authors have adopted 24 variables used in Cotton and Tuttle (1986) and classified into constructs to explain turnover, and further tested the model using data gathered from humanitarian organizations.

Overconfidence of vocational education students when entering higher education

2015 ◽  
Vol 57 (4) ◽  
pp. 429-447 ◽  
Author(s):  
Mark P. Bowden ◽  
Subhash Abhayawansa ◽  
John Bahtsevanoglou
Keyword(s):  
Higher Education ◽  
Self Efficacy ◽  
Further Education ◽  
Small Sample ◽  
First Year ◽  
Education Students ◽  
Content Type ◽  
The Relationship ◽  
Practical Implications

Purpose – There is evidence that students who attend Technical and Further Education (TAFE) prior to entering higher education underperform in their first year of study. The purpose of this paper is to examine the role of self-efficacy in understanding the performance of students who completed TAFE in the previous year in a first year subject of microeconomics in a dual sector university in Melbourne, Australia. Design/methodology/approach – The study utilises data collected by surveys of 151 students. Findings – A student’s self-efficacy is positively associated with their marks in a first year subject of microeconomics. However, the relationship between final marks and self-efficacy is negative for those students who attended TAFE in the previous year suggesting that they suffer from the problem of overconfidence. When holding self-efficacy constant, using econometric techniques, TAFE attendance is found to be positively related to final marks. Research limitations/implications – The findings are exploratory (based on a small sample) and lead to a need to conduct cross institutional studies. Practical implications – The research points to the need for early interventions so that TAFE students perform well in their first year of higher education. It also points to potential issues in the development of Victorian Certificate of Applied Learning (VCAL) programs. Originality/value – To the best of the authors’ knowledge, this is the first paper to examine the inter-related impact of attendance at TAFE in the previous year and self-efficacy on the subsequent academic performance of TAFE students.

The impact of project methodologies on project success in different project environments

2016 ◽  
Vol 9 (2) ◽  
pp. 364-388 ◽  
Author(s):  
Robert Joslin ◽  
Ralf Müller
Keyword(s):  
Project Success ◽  
Research Model ◽  
Content Type ◽  
Industrial Sectors ◽  
Project Environment ◽  
Project Governance ◽  
The Impact ◽  
Matching Techniques ◽  
The Relationship ◽  
Practical Implications

Purpose – The purpose of this paper is to qualitatively validate the constructs of a theoretically derived research model while gaining insights to steer the direction of a greater study on methodologies, their elements, and their impact on project success. In doing so, to investigate whether different project environments, notably project governance, impacts the relationship between methodologies and project success. Design/methodology/approach – A deductive approach was applied to validate a theoretically derived research model. In total, 19 interviews across 11 industrial sectors and four countries were used to collect data. Pattern-matching techniques were utilized in the analysis to deductively validate the research model. Findings – There is a positive relationship between project methodology elements and the characteristics of project success; however, environmental factors, notably project governance, influence the use and effectiveness of a project methodology and its elements with a resulting impact on the characteristics of project success. Research limitations/implications – Project governance plays a major role in the moderating effect of a project methodology’s effectiveness. Contingency theory is applicable to a project’s methodology’s selection and its customization according to the project environment. Practical implications – Understand the impact of project methodologies and their elements on the characteristics of project success while being moderated by the project environment, for example, the risk of suboptimal project performance due to the effectiveness of methodology elements being negatively impacted by the project environment. Originality/value – The impact of a project methodology (collection of heterogeneous-related elements) on the characteristics of project success is identified while being moderated by the project environment, notably project governance.

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