Does well-being differ across customer value cocreation practice styles? An empirical study in a chronic health context

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Tram-Anh Ngoc Pham ◽  
Jillian Carol Sweeney ◽  
Geoffrey Norman Soutar
Keyword(s):  
Customer Value ◽  
Online Survey ◽  
Service Providers ◽  
Well Being ◽  
Content Type ◽  
Highly Active ◽  
Different Types ◽  
Value Cocreation ◽  
High Level ◽  
Practical Implications

Purpose Drawing on an extensive range of activities across different types, including mandatory (customer), mandatory (customer or organisation), voluntary in-role and voluntary extra-role activities, this study aims to identify different health-care customer value cocreation practice styles based on the combinations of value cocreation activities they undertake and empirically examine how customers adopting different styles differ in terms of well-being and satisfaction. Design/methodology/approach The study was conducted across health customers with a variety of chronic conditions. Data were collected from three focus groups and an online survey. Findings Five customer practice styles, namely, the highly active, other-oriented, provider-oriented, self-oriented and passive compliant customers, were revealed. While a moderate to a high level of activities is often recommended as it is associated with higher levels of physical, psychological, existential and social well-being and customer satisfaction, the results also suggest there is no single ideal style as different styles may be associated with the same level of outcomes. Research limitations/implications As customers cocreate value differently, it is crucial to understand the underlying heterogeneity and its implications to outcomes. Practical implications Highly active and provider-oriented are the two styles that should be particularly encouraged because of their association with positive outcomes. Personalised strategies need to be developed and resources need to be put in place to build productive relationships amongst service providers, customers and peers and to increase the perceived value of such interactions so as to shift customers towards more active styles. Originality/value The study advances the understanding of customer value cocreation and its link to well-being by empirically deriving five distinct practice styles and demonstrating how they differ across meaningful well-being and satisfaction dimensions.

User categories of mobile travel services

2014 ◽  
Vol 5 (1) ◽  
pp. 17-30 ◽  
Author(s):  
Niklas Eriksson
Keyword(s):  
Online Survey ◽  
Service Providers ◽  
Mobile Services ◽  
Individual Characteristics ◽  
Online Data ◽  
Content Type ◽  
Travel Services ◽  
Online Data Collection ◽  
Barriers To Use ◽  
Practical Implications

Purpose – This study aims to identify user categories of mobile travel services and analyze the differences between the categories based on individual characteristics, the individuals' perceived barriers to use internet-/mobile services during a trip and the individuals' preferred channel strategies. Design/methodology/approach – An extensive online survey in Finland was conducted to collect the data and a cluster analysis is used to identify the user categories. Findings – The study indicates that there are four user categories of mobile travel services: “info-seekers”, “checkers”, “bookers” and “all-rounders” and one group of “non-users”. Research limitations/implications – Due to the online data collection method and the self-selective process, the sample may be biased towards respondents finding electronic travel services important. It would be of value to conduct similar studies on a representative sample of the total population of different countries. Practical implications – The identified categories can be seen as consumer segments for which travel service providers can target mobile services. Originality/value – This study contributes with a categorization of mobile travelers and provides insights on the diffusion of mobile travel services.

When I am old I shall wear purple: a qualitative study of the effect of group poetry sessions on the well-being of older adults

2016 ◽  
Vol 20 (4) ◽  
pp. 195-198 ◽  
Author(s):  
Richard Seymour ◽  
Michael Murray
Keyword(s):  
Older People ◽  
Assisted Living ◽  
Well Being ◽  
Content Type ◽  
Short Period ◽  
Different Types ◽  
Poetry Reading ◽  
The Impact ◽  
Health And Well Being ◽  
Practical Implications

Purpose There is increasing evidence that participation in various art forms can be beneficial for health and well-being. The purpose of this paper is to examine the impact of participating in a poetry reading group on a group of older residents of an assisted living facility. Design/methodology/approach Six poetry sessions, each on a different theme, were conducted with a group of volunteer participants. These sessions, those of pre- and post-study focus groups and interviews with the group facilitator and staff contact were audio-recorded. The transcripts of the recordings were then subjected to a thematic analysis. Findings Overall the participants were enthused by the opportunity to participate in the project and the benefits were confirmed by the support staff. In addition, reading poetry on particular themes promoted different types of discussion. Research limitations/implications The number of participants in this study was small and the study was conducted over a short period of time. Practical implications This paper confirms the impact of poetry reading for older people. The challenge is to explore this impact in more detail and over community as well as residential settings. Originality/value This paper is the first empirical report on the value of poetry reading for older people.

Career satisfaction antecedents of professional accounting returnees in international workplaces: an employee experience perspective

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Nga Thi Thuy Ho ◽  
Hung Trong Hoang ◽  
Pi-Shen Seet ◽  
Janice Jones ◽  
Nhat Tan Pham
Keyword(s):  
Design Methodology ◽  
Career Satisfaction ◽  
Home Country ◽  
Well Being ◽  
Cross Cultural ◽  
Cultural Work ◽  
Content Type ◽  
Different Types ◽  
Employee Experience ◽  
Practical Implications

PurposeThe purpose of this study is to examine the determinants of career satisfaction of professional accounting returnees who have studied and/or worked abroad and then returned to work in different types of international workplaces in their home country.Design/methodology/approachA survey of professional accounting returnees in Vietnam was undertaken and multiple regression analysis was applied to test the proposed relationships.FindingsThis study finds that career satisfaction is affected by career fit, career sacrifice, types of international workplaces (domestically headquartered firms versus globally headquartered firms) and cross-cultural work readjustment. Further, cross-cultural work readjustment partially mediates the effect of career fit and career sacrifice on career satisfaction.Practical implicationsThe research provides the basis for designing career-related employee experiences to support career satisfaction of professional accounting returnees.Originality/valueThis study integrates dimensions of career embeddedness with cross-cultural work readjustment and employee experiences, which are normally studied separately, in different types of international workplaces. It contributes to the limited research on contributors to well-being in the form of career satisfaction among professional returnees in an emerging economy.

Customer value cocreation activities

2019 ◽  
Vol 29 (3) ◽  
pp. 282-308 ◽  
Author(s):  
Tram-Anh N. Pham ◽  
Jillian C. Sweeney ◽  
Geoffrey N. Soutar
Keyword(s):  
Quality Of Life ◽  
Regulatory Focus ◽  
Customer Value ◽  
Care Service ◽  
Health Care Service ◽  
Well Being ◽  
Content Type ◽  
Value Cocreation ◽  
Expected Benefits

Purpose The purpose of this paper is to suggest a typology of customer value cocreation activities and explore the psychological drivers and quality of life outcomes of such activities in a complex health care service setting. Design/methodology/approach Focus groups with people with Type 2 diabetes and in-depth interviews with diabetes educators were conducted. Findings Four types of customer value cocreation activities were found (mandatory (customer), mandatory (customer or organization), voluntary in-role and voluntary extra-role activities). In addition, health locus of control, self-efficacy, optimism, regulatory focus and expected benefits are identified as key psychological factors underlying the customers’ motivation to be active resource integrators and resulting in physical, psychological, existential and social well-being. Originality/value The study highlights the various types of customer value cocreation activities and how these affect the various quality of life dimensions.

scholarly journals Convenience stores and well-being of young Japanese consumers

2019 ◽  
Vol 47 (6) ◽  
pp. 590-604
Author(s):  
David Marshall
Keyword(s):  
Online Survey ◽  
Well Being ◽  
Food Retail ◽  
Retail Environment ◽  
Content Type ◽  
Ease Of Access ◽  
Food Retail Environment ◽  
Retail Format ◽  
Practical Implications ◽  
Insight Into

Purpose The purpose of this paper is to look at perceptions of young Japanese consumers towards the convenience store, or konbini, with a view to understanding what attracts them to this retail format and exploring well-being in a new way that is more relevant the retail experience. Design/methodology/approach The study looks at the emergence of the konbini as part of the Japanese food retail environment and reports on an online survey (n=453) of young Japanese consumer’s (>18 years old) attitudes towards this retail format. Findings The preliminary analysis of the data finds the konbini is a popular choice for young consumers for specific types of everyday goods. The main appeal lies in the ease of access, location of the stores and the ambience of the space that appeal to young consumer’s sense of well-being. Research limitations/implications This is a purposeful sample of young Japanese consumers surveyed across several academic institutions. Practical implications Konbini must continue to innovate to attract young consumer while acknowledging the implications of their stocking policy on consumer well-being. Originality/value This offers a unique insight into the ways in which young Japanese consumers avail themselves of the food retail provision and provides a broader perspective on well-being in a retail environment that resonates with consumer practice.

Creating hospitable service systems for refugees during a pandemic: leveraging resources for service inclusion

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Jörg Finsterwalder ◽  
Sertan Kabadayi ◽  
Raymond P. Fisk ◽  
Silke Boenigk
Keyword(s):  
Service Providers ◽  
Social Issues ◽  
Well Being ◽  
Lessons Learned ◽  
Service Systems ◽  
Service Research ◽  
Vulnerable Group ◽  
Content Type ◽  
Service Businesses ◽  
Practical Implications

PurposeThe overarching goal of this paper is to increase awareness among researchers and practitioners that refugees are disproportionally impacted by COVID-19, which increases their suffering. Second, it extends a recently introduced transformative refugee service experience framework by integrating and conceptualizing refugees' resource and service inclusion during a pandemic. Third, it explores lessons learned and implications from the COVID-19 pandemic for the future of service research and practice.Design/methodology/approachThis study synthesizes approaches on refugees, resources and transformative service research to develop an extended framework for addressing one of society's pressing issues during and after pandemics.FindingsRecognizing refugees as providing resources rather than just needing or depleting resources can enable more inclusion. It facilitates refugees' integration into society by drawing on their skills and knowledge. This requires hospitable refugee service systems that enable service inclusion and opportunities for refugee resource integration.Research limitations/implicationsThis article focuses on one vulnerable group in society. However, the extended framework presented warrants broader application to other contexts, such as subsistence marketplaces.Practical implicationsManagers of service businesses and public policymakers should create more inclusive and hospitable service systems for refugees. This may result in redesigning services, changing consumer behavior and reformulating public policy.Social implicationsBetter inclusion and integration of refugees and their resources should increase their individual well-being, reduce social issues in society, increase overall societal well-being and productivity.Originality/valueThis article presents a novel extended framework for service scholars and service providers to increase resource and service inclusion of refugees in a disaster context.

Lessons from integrated care pilots in England

2019 ◽  
Vol 28 (1) ◽  
pp. 2-6
Author(s):  
Nigel Edwards
Keyword(s):  
Integrated Care ◽  
Context Change ◽  
Policy Makers ◽  
Content Type ◽  
Starting Point ◽  
Different Types ◽  
Hospital Utilisation ◽  
High Level ◽  
The Impact ◽  
Practical Implications

Purpose The purpose of this paper is to provide a summary of some of the lessons about implementing different types of integrated care. Design/methodology/approach The author used evidence from the author’s own evaluations and the findings of other researchers to identify some important lessons for policy makers and practitioners. Findings The author identifies eight high-level lessons which may be of interest to policy makers and practitioners working in the field. Research limitations/implications The lessons outlined in the paper provide only a starting point for those designing interventions or evaluation. Practical implications The changes required to implement integrated care are complex and are embedded in a complex context. Change of this type is difficult and generally takes longer to deliver than expected. The evaluation of these models often requires longer than is often available and needs to focus on the impact on the whole system rather than narrow measures, e.g. hospital utilisation. Originality/value This is a viewpoint paper synthesising evidence from the English pilot programmes in integrated care.

Radical and incremental creativity: associations with work performance and well-being

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ying Zhang ◽  
Jingjing Li ◽  
Yahui Song ◽  
Zhenxing Gong
Keyword(s):  
Design Methodology ◽  
Work Performance ◽  
Latent Profile Analysis ◽  
Profile Analysis ◽  
Well Being ◽  
Content Type ◽  
Three Samples ◽  
Performance Dimensions ◽  
High Level ◽  
Practical Implications

PurposePrevious studies have focused on exploring the factors that influence employees' two distinct types of creativity, that is, radical and incremental creativity, while very little attention has been paid to the outcomes of creativity and how the two types of creativity interact within individuals.Design/methodology/approachThe present study addresses this issue by adopting both variable-centered (correlation) and person-centered (latent profile analysis) approaches for three samples of supervisor–employee dyads data from China (n = 159, 213 and 273).FindingsUsing variable-centered analysis in sample 1, general creativity was positively associated with the four work performance dimensions, while there was no significant correlation between creativity and well-being. Using person-centered analysis, five very similar creativity profiles were found across samples 2 and 3 based on employees' radical and incremental creativity. These five classes differed in work performance dimensions and well-being, with classes characterized by a high level of incremental creativity profiles reporting a higher level of well-being and classes characterized by a high level of both incremental and radical creativity profiles reporting a higher level of the four work performance dimensions.Practical implicationsManagers are suggested to focus on factors that could promote employees' incremental creativity if they want to have happier and highly performing employees, and they could also focus on factors that could aid employees who may experience costs when engaging in radical creative activities.Originality/valueThe results of the present study contribute to uncover the potential outcomes related to employees' creativity by identifying distinct profiles of creativity types.

scholarly journals Balancing service inclusion for primary and secondary customers experiencing vulnerabilities

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Henna M. Leino ◽  
Leila Hurmerinta ◽  
Birgitta Sandberg
Keyword(s):  
Design Methodology ◽  
Service Providers ◽  
Family Members ◽  
Well Being ◽  
Service Research ◽  
Content Type ◽  
Relational Perspective ◽  
Exploratory Approach ◽  
Practical Implications ◽  
Over Time

Purpose Secondary customers often experience secondary vulnerabilities that manifest in family-centred transformative services as other- and self-related customer needs. Yet, a relational perspective on primary and secondary customers’ needs is lacking. The study analyses secondary customers’ needs and their relationship to primary customers’ needs to enhance well-being in customer entities. The service inclusion lens is used to understand customers’ experiences of vulnerability. Design/methodology/approach The study uses an exploratory approach. The data consists of ethnographic observations and interviews of elderly residents (primary customers), their family members (secondary customers) and nurses in two nursing homes. Findings Primary and secondary customers’ needs are interrelated (or unrelated) in four ways: they are separate, congruent, intertwined or discrepant. The vulnerability experiences fluctuate in intensity and over time, individually reflecting on these need dimensions. Research limitations/implications The study contributes to service research concerning customers’ experiences of vulnerability, secondary customers and their inclusion in services. Primary customers’ service inclusion may increase/decrease secondary customers’ service inclusion and their experience of vulnerability. Moreover, secondary customers’ inclusion is often necessary to foster primary customers’ inclusion and well-being. Practical implications Fostering service inclusion and well-being for primary and secondary customers requires balanced inclusion and acknowledging the needs of both groups. Service providers may need to act as moderators within customer entities if discrepant needs occur. Originality/value The study addresses the under-researched areas of family members’ customer needs, their relation to primary customers’ needs, experiences of secondary vulnerability and context-related vulnerability.

The contribution of Buddhist wisdom to management development

2014 ◽  
Vol 33 (8/9) ◽  
pp. 741-750 ◽  
Author(s):  
Laurens van den Muyzenberg
Keyword(s):  
Practical Wisdom ◽  
Management Development ◽  
Well Being ◽  
Business Leaders ◽  
Content Type ◽  
Business Principles ◽  
High Level ◽  
A Company ◽  
Practical Implications ◽  
Original Information

Purpose – The purpose of this paper is to present selected Buddhist concepts that are useful to leaders of business and to those that want to increase the performance of their businesses and of their organisations implementing practical wisdom from a Buddhist perspective. Design/methodology/approach – The design is to present relevant Buddhist concepts and their application. The methodology used is to consider their logic and rationality, the experiences of Buddhist business leaders in Taiwan and Thailand, and my experience of explaining and applying the concepts. The approach is to present the concepts such a way that the reader can determine if these concept merit further study and trying them out. Findings – Finding Buddhist wisdom concepts that can be applied to management development often require reformulation from the original texts. The original information is vast and requires selection to those concepts that can be readily understood by non-Buddhists. Research limitations/implications – At a high level of abstraction core Buddhist concepts are the same but not in detail. In the paper two types of Buddhism have beeb referred to, Theravada and Tibetan traditions, and not for example Zen. Practical implications – Special emphasis is placed on how to see to it that the values a company describes in its mission, values and business principles statements are practiced. There is always a gap between intentions and results. Where is the gap, how big is it, what can be done about it? Social implications – Buddhism like all spiritual traditions aims to increase the well-being of all. Buddhist concepts can contribute to reduce conflicts and increase happiness by influencing healthy motivations and intentions, and strengthening self-discipline. Originality/value – The Buddhist wisdom concepts have been selected together with the scholarly monk Tenzin Gyatso, the 14th Dalai Lama, with profound knowledge of Tibetan Buddhism and with the scholarly monk and abbot of the Nyanavesakavan temple, P.A. Payutto, one of the most brilliant Buddhist scholars in the Thai Buddhist history.

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