scholarly journals Re-designing the service experience in the value co-creation process: an exploratory study of a healthcare network

2020 ◽  
Vol 26 (4) ◽  
pp. 889-908
Author(s):  
Francesco Schiavone ◽  
Daniele Leone ◽  
Annarita Sorrentino ◽  
Alessandro Scaletti
Keyword(s):  
Business Processes ◽  
Research Question ◽  
Healthcare Services ◽  
Customer Experience ◽  
Campania Region ◽  
Service Experience ◽  
Content Type ◽  
Digital Platforms ◽  
Healthcare Network

PurposeThe study aims to provide an exploratory investigation of the magnitude of the customer-centric approach in the specific area of healthcare as a contribution to the scarce and preliminary literature on this topic. In particular, it explores the role of sharing economy-based (SE-based) platforms as an experiential touchpoint to co-create value within different levels. Specifically, the purpose of the study is threefold. First, it aims to address the service experience innovation in healthcare with a customer-centric approach. Second, it seeks to define the role of the SE-based platform as a touchpoint to redefine business processes, and third, it measures the co-created value within the network when redesigning the service experience.Design/methodology/approachTo address the research question, the authors proposed an analysis of service innovation and customer centricity in healthcare networks by using the case study of Saluber, an SE-based platform that offers logistics services for non-emergency medical transportation in the Campania region (south of Italy). By using a qualitative approach, the authors analysed primary and secondary data from multiple sources of evidence.FindingsThe results show that a customer-centric approach based on the SE-based platform can improve the customer experience and help to redesign and expand the business processes of healthcare organisations. A multilevel model demonstrates the possible service innovations that use SE principles that can co-create value for the customer (micro level), for the healthcare network (meso level) and for the community (macro-level).Research limitations/implicationsThis study provides managerial implications for the players who intend to take advantage of the possibilities offered by service innovations developed by the health and social organisations in the network. The SE-based platform helps redefine business processes to improve clinical and financial outcomes and improves the overall customer experience within this network.Originality/valueThis study allows new and important reflections from ethical, social and managerial points of view and underlines how digital platforms act as a support for healthcare services, not as a substitute.

University as a vehicle to achieve social innovation and development: repositioning the role of the university in the society

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Lwando Mdleleni
Keyword(s):  
Local Community ◽  
Social Innovation ◽  
Research Question ◽  
Academic Research ◽  
Exploratory Research ◽  
Western Cape ◽  
Content Type ◽  
The University

Purpose This paper aims to explore the role of university in promoting, generating and sustaining social innovation (SI). It aimed to understand how higher education institutions have extended their contribution beyond the traditional function of teaching and research to perform in socio-economic problem-solving. It looks at the kinds of contributions which universities potentially make to SI processes, and the effects that this has on the direction and magnitude of SI, and by implication social development. This was done by drawing lessons from a SI project that the University of the Western Cape has been involved in, i.e. Zenzeleni Networks Project. Design/methodology/approach To address the research question with this framework, the author adopted an exploratory research design using a case study. This research is qualitative, exploratory and descriptive, based on a case study built with secondary data. Findings This paper submits that universities can potentially function as key role players in promoting SI initiatives and fostering social transformations. Universities contribute with different kinds of resources and inputs to foster new SI ideas. Originality/value The paper suggests that socially innovative university projects may contribute to community social sustainability maintaining social cohesion by increasing social capital and providing resources for the empowerment of the marginalised communities. In so doing, they contribute to overcome social exclusion and promote more sustainable forms of development at community level. More research is needed on how universities can build community networks with local community partners, who can use the insights of academic research to replicate interventions and move to scale.

scholarly journals Supporting Ghanaian micro-entrepreneurships: the role of mobile technology

2019 ◽  
Vol 11 (3) ◽  
pp. 306-327 ◽  
Author(s):  
Emmanuel Mensah Asiedu ◽  
Susan Shortland ◽  
Yehia Sabri Nawar ◽  
Paul J. Jackson ◽  
Laura Baker
Keyword(s):  
Mobile Phone ◽  
Mobile Technology ◽  
Business Processes ◽  
Eastern Region ◽  
Exploratory Research ◽  
Structured Interviews ◽  
Content Type ◽  
Rural Ghana ◽  
Business Confidence

PurposeThe purpose of this paper is to explore the role of mobile technology and related service platforms in supporting informal micro-entrepreneurships in rural Ghana. It aims to extend our knowledge through the development of a conceptual model.Design/methodology/approachA qualitative research design used in-depth semi-structured interviews with five micro-entrepreneurship owners in the Kwahu South District in the Eastern region of Ghana. Identification of potential case firms was facilitated by a local official. Interview data were analysed thematically.FindingsMobile technology engendered pride and emotional connectedness and, being easy to use, helped to increase business confidence. Adoption advantages included improved communications with customers and business partners, and effective stock control, providing competitive advantage. Further understanding of mobile technology’s role in improving business processes is needed.Research limitations/implicationsThis exploratory research is based on five micro-entrepreneurships in one Ghanaian rural area. Further research is needed using larger samples, additional locations and sectors and larger businesses, to identify other factors influencing mobile technology adoption and associated benefits and problems.Practical implicationsGovernment policy supporting growth of informal micro-entrepreneurships using mobile phone technology could increase economic advantage. Micro-business owners need education and training in understanding business processes. Telecommunications companies can highlight technological, business and socio-cultural benefits of mobile phone adoption in rural Ghana.Originality/valueThe paper draws upon the experiences of a range of rural-based Ghanaian micro-entrepreneurships to propose a model setting out and linking the technical, business and socio-cultural benefits of mobile phone adoption in supporting business processes.

scholarly journals The role of intrinsic and extrinsic motivations in sharing economy post-adoption

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Tiago Oliveira ◽  
Iolanda Barbeitos ◽  
Antonela Calado
Keyword(s):  
Extrinsic Motivation ◽  
Private Property ◽  
Sharing Economy ◽  
Mediation Effect ◽  
Continuance Intention ◽  
Mediation Effects ◽  
Content Type ◽  
Digital Platforms ◽  
Intrinsic And Extrinsic Motivations

PurposeThe purpose of this paper is to examine use and sharing economy (SE) continuance intention, and the mediation effects of use between individuals' motivations and SE continuance intention. A theoretical model is developed to explain use and SE continuance intention as intrinsic and extrinsic motivated behaviour, as proposed by self-determination theory. Factors are derived from SE context and supported by published research on SE.Design/methodology/approachThe partial least squares path modelling (PLS-PM) technique is used to test the model in a quantitative study involving 256 users of SE services.FindingsFindings suggest that use and SE continuance can be explained by concurrent intrinsic and extrinsic motivations. Moreover, high environmental concerns may restrain the use of SE services. Findings show that continuance intention is influenced by current use of SE services. Moreover, the study emphasizes the mediation effect of use between intrinsic and extrinsic motivation and SE continuance intention.Research limitations/implicationsThe analysis of use behaviour should be complemented with other measures of use and with data provided by qualitative methods of research. Further research should also consider the effect of different control variables and mediation effects.Practical implicationsBrand managers and companies providing services through digital platforms should address individuals' needs in order to stimulate voluntary engagement in persistent SE practices.Social implicationsThis study informs the consumer in general so that the SE can develop its potential alongside an economy based on the ownership of private property.Originality/valueThis study extends findings on continuance intention research by offering internal motivation factors as predictors of post-adoption behaviour and emphasizes the role of use on SE continuance intention.

From the boundaries of management to the management of boundaries

2019 ◽  
Vol 25 (3) ◽  
pp. 391-413 ◽  
Author(s):  
Andrea Caputo ◽  
Raffaele Fiorentino ◽  
Stefano Garzella
Keyword(s):  
Best Practices ◽  
Business Processes ◽  
Relevant Literature ◽  
Firm Boundaries ◽  
Content Type ◽  
Multiple Partners ◽  
The One ◽  
Development And Management ◽  
Practical Implications

PurposeThe purpose of this paper is to examine some of the new capabilities that are required for the facilitation of business processes management (BPM) in the current political and technological landscape. Specifically, the goal is to investigate the role of firm boundaries, from a business processes perspective, in new contexts in which the affirmation of digitalization requires more integration across a complex network of partners.Design/methodology/approachThe paper is based on a review of relevant literature on BPM, firm boundaries and negotiation. By critically integrating this literature, a framework is developed with the objective of supporting the management of boundaries.FindingsBPM, new competitive contexts, and the technological landscape require the development and management of boundary capabilities. Among these capabilities, “boundary management” – how managers coordinate resources, activities and business processes on the boundaries of the firm – should play a key role. Moreover, as managers must continuously interact with multiple partners in digital supply chains, the organizational model of negotiation serves as a means of effectively managing firm boundaries.Practical implicationsThe framework offers insights and guidelines that can help practitioners manage the boundaries of business processes. The authors encourage a focus on business processes occurring at firm boundaries. Furthermore, the authors encourage the development of new capabilities in response to the needs of practitioners to ensure best practices of negotiation.Originality/valueThis study shifts the emphasis of BPM from the boundaries of management to the management of boundaries. By shedding light on new capabilities required, this paper enriches the BPM literature and can assist, on the one hand, in reconfiguring business processes in the new political and technological landscape and, on the other hand, in facilitating effective negotiation.

Going digital is the only way forward for the Indian hospitality and tourism industry

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Sandeep Munjal ◽  
Anjana Singh
Keyword(s):  
Customer Experience ◽  
Tourism Industry ◽  
Theme Issue ◽  
Content Type ◽  
Digital Era ◽  
Use Of Technology ◽  
Rapid Pace ◽  
Hospitality And Tourism ◽  
Hospitality And Tourism Industry

Purpose The purpose of this paper is to review and summarize the theme issue outcomes in relation to the strategic question: How is the hospitality and tourism industry in India responding to the dynamic digital era? Design/methodology/approach This paper draws on the findings of the theme issue contributors to identify the response of the Indian hospitality and tourism industry towards the rapid pace of digitization and use of technology. Findings The summary highlights the research on various facets of digital push with respect to marketing of products and services, role of data analytics, use of technology tools in operations to impact customer experience. It has implications for industry practitioners, researchers and policymakers. Practical implications It is quite clear that technology needs to be embraced by the hospitality and tourism Industry in India at a faster pace to compete well globally, deployment of digital technology has potential to positively impact efficiencies and quality of customer experience. There are huge implications for how digital marketing is going to become a critical part of the marketing strategy at large. Originality/value The research in this theme provides insight from both practitioner and academic perspectives provide a take on the ground realities with respect to how the hospitality and tourism businesses in India are changing how they work in the digital era.

Multicultural skills in open innovation: relational leadership enabling knowledge sourcing and sharing

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Aurelia Engelsberger ◽  
Jillian Cavanagh ◽  
Timothy Bartram ◽  
Beni Halvorsen
Keyword(s):  
Boundary Conditions ◽  
Human Resource ◽  
Social Exchange ◽  
Open Innovation ◽  
Research Question ◽  
Relational Leadership ◽  
Knowledge Sourcing ◽  
Content Type ◽  
Innovation Teams

PurposeIn this paper, the authors argue that multicultural skills and relational leadership act as enablers for open innovation, and thereby examine the process through which teams can utilize multicultural skills to support the development of relational leadership and knowledge sourcing and sharing (KSS) through individual interaction and relationship building. The authors address the following research question: How does relational leadership enable open innovation (OI) among employees with multicultural skills?Design/methodology/approachThis paper applies a multi-level approach (team and individual level) and builds on interviews with 20 employees, middle and senior managers with multicultural experiences, working in open innovation environments.FindingsThe authors’ findings shed light on the process through which social exchange relationships among team members (e.g. R&D teams) and knowledge exchange partners are enhanced by the use of multicultural skills and support the development of relational leadership to facilitate KSS and ultimately OI. The decision for participants to collaborate and source and share knowledge is motivated by individual reward (such as establishing network or long-lasting contacts), skill acquisition (such as learning or personal growth in decision-making) and a sense of reciprocity and drive for group gain. The authors encourage greater human resource (HR) manager support for relational leadership and the development and use of multicultural skills to promote KSS.Research limitations/implicationsDespite the value of our findings, this paper is not without limitations. The authors explained that the focus of this study design was on the work activities of the participants and their skill development and not specific projects or organizations. It was outside the scope of this study to examine variations across organizations and individuals as the authors wanted to focus on multicultural skills and relational leadership as enablers for OI. The authors recommend that future studies extend our research by unpacking how various boundary conditions including relational leadership and multicultural skills impact KSS and OI over the life cycle of innovation teams within large multinational organizations, across countries and ethnicities.Practical implicationsThe study’s findings provide managers with improved understandings of how to enable an individual's willingness and readiness to source and share knowledge through multicultural skills and relational leadership. Managers need to ensure that human resource management (HRM) practices celebrate multicultural skills and support relational leadership in innovation teams. The authors suggest managers engaged in OI consider the components of social exchange as described by Meeker (1971) and utilize reciprocity, group gain, rationality and status consistency to support the emergence relational leadership and KSS in innovation teams.Originality/valueIn this paper, the authors contribute to the dearth of literature on the boundary conditions for OI by examining the role of relational leadership and characteristics/skills of the workforce, namely multicultural skills and contribute to the scarce research on the role of employees with multicultural skills and their impact on OI and present multicultural skills/experiences and relational leadership as enablers for OI.

AI feel you: customer experience assessment via chatbot interviews

2020 ◽  
Vol 31 (4) ◽  
pp. 745-766
Author(s):  
Karim Sidaoui ◽  
Matti Jaakkola ◽  
Jamie Burton
Keyword(s):  
Cost Effective ◽  
Customer Experience ◽  
Business Success ◽  
Free Text ◽  
Measurement Scales ◽  
Critical Determinant ◽  
Content Type ◽  
Service Companies ◽  
Novel Approach

PurposeWhile customer experience (CE) is recognized as a critical determinant of business success, both academics and managers are yet to find a means to gain a comprehensive understanding of CE cost-effectively. The authors argue that the application of relevant AI technology could help address this challenge. Employing interactively prompted narrative storytelling, and the authors investigate the effectiveness of sentiment analysis (SA) on extracting valuable CE insights from primary qualitative data generated via chatbot interviews.Design/methodology/approachDrawing on a granular and semantically clear framework for studying CE feelings, an artificial intelligence (AI) augmented chatbot was designed. The chatbot interviewed a crowdsourced sample of consumers about their recalled service experience feelings. By combining free-text and closed-ended questions, the authors were able to compare extracted sentiment polarities against established measurement scales and empirically validate our novel approach.FindingsThe authors demonstrate that SA can effectively extract CE feelings from primary chatbot data. This findings also suggest that further enhancement in accuracy can be achieved via improvements in the interplay between the chatbot interviewer and SA extraction algorithms.Research limitations/implicationsThe proposed customer-centric approach can help service companies to study and better understand CE feelings in a cost-effective and scalable manner. The AI-augmented chatbots can also help companies to foster immersive and engaging relationships with customers. This study focuses on feelings, warranting further research on AI's value in studying other CE elements.Originality/valueThe unique inquisitive role of AI-infused chatbots in conducting interviews and analyzing data in realtime, offers considerable potential for studying CE and other subjective constructs.

Role of brand attachment in customers’ evaluation of service failure

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Jose Luis Saavedra Torres ◽  
Monika Rawal ◽  
Ramin Bagherzadeh
Keyword(s):  
Customer Service ◽  
Positive Emotions ◽  
Service Failure ◽  
Negative Emotions ◽  
Research Question ◽  
Brand Attachment ◽  
Content Type ◽  
Coping Tactics ◽  
Practical Implications

Purpose This paper aims to examine the role of brand attachment as a relevant construct in customers’ evaluation after they face a service failure which impacts future consumer behaviors. It mainly answers the research question: does brand attachment cushion or amplify the effect of service failure on customers’ negative emotions? Design/methodology/approach A 2 × 2 × 2 experimental design was conducted. Data analysis was performed with ANOVA and moderated mediation. Findings Customer’s feelings toward a brand (brand attachment) that existed before a service failure occurred can regulate customer’s negative emotions especially when consumer attribute service failure to a controllable cause. This process minimizes the effect of service failure in customer’s satisfaction and consequently increase customer behaviors like word of mouth and loyalty intentions. Research limitations/implications Adding perceived intentionality as a service failure’s attribution could provide another layer of explanation of customer behavior. Also, an expanded study using a sector characterized by higher cost of change and permanent consumption could provide result’s generalizability. Practical implications Brand attachment should be included in the customer service strategy. In a service failure situation, brand attachment becomes part of the “service customer policy” helping customers to regulate their negative emotions. Originality/value This study fills the knowledge gap regarding the role of customers’ positive emotions toward brands when a service failure occurs. The current study extends branding literature by differentiating brand attachment role from coping tactics.

scholarly journals Fresh perspectives on customer experience

2015 ◽  
Vol 29 (6/7) ◽  
pp. 430-435 ◽  
Author(s):  
Janet R. McColl-Kennedy ◽  
Anders Gustafsson ◽  
Elina Jaakkola ◽  
Phil Klaus ◽  
Zoe Jane Radnor ◽  
...  
Keyword(s):  
Research Agenda ◽  
Design Methodology ◽  
Customer Experience ◽  
Future Research ◽  
Dynamic Nature ◽  
Content Type ◽  
Research Questions ◽  
Advance Theory ◽  
Over Time

Purpose – The purpose of this paper is to provide directions for future research on: broadening the role of customers in customer experience; taking a practice-based approach to customer experience; and recognizing the holistic, dynamic nature of customer experience across all touch points and over time. Design/methodology/approach – The approach is conceptual identifying current gaps in research on customer experience. Findings – The findings include a set of research questions and research agenda for future research on customer experience. Originality/value – This research suggests fresh perspectives for understanding the customer experience which can inspire future research and advance theory and managerial practice.

Governmentality and performance for the smart city

2019 ◽  
Vol 33 (1) ◽  
pp. 204-232 ◽  
Author(s):  
Daniela Argento ◽  
Giuseppe Grossi ◽  
Aki Jääskeläinen ◽  
Stefania Servalli ◽  
Petri Suomala
Keyword(s):  
Performance Measurement ◽  
Smart City ◽  
Smart Cities ◽  
Research Question ◽  
Longitudinal Case Study ◽  
Content Type ◽  
Measurement Systems ◽  
Performance Measurement Systems

Purpose The purpose of this paper is to explore the role of performance measurement systems as technologies of government in the operationalisation of smart city programmes. It answers the research question: how do the development and use of performance measurement systems support smart cities in the achievement of their goals? Design/methodology/approach This paper presents a longitudinal case study that uses an interventionist approach to investigate the possibilities and limitations of the use of performance measurement systems as technologies of government in a smart city. Interpretations are theoretically informed by the Foucauldian governmentality framework (Foucault, 2009) and by public sector performance measurement literature. Findings The findings address the benefits and criticalities confronting a smart city that introduces new performance measurement systems as a technology of government. Such technologies become problematic tools when the city network is characterised by a fragmentation of inter-departmental processes, and when forms of resistance emerge due to a lack of process owners, horizontal accountability and cooperation among involved parties. Research limitations/implications This paper is based on a case study of a single smart city, and outlines the need for both comparative and multidisciplinary analyses in order to analyse the causes and effects of smart city challenges. Originality/value This paper offers a critical understanding of the role of accounting in the smart city. The ineffectiveness of performance measurement systems is related to the multiple roles of such technologies of government, which may lead to a temporary paralysis in the achievement of smart city goals and programmes.

Sign in / Sign up

Export Citation Format

Share Document