The architecture of the phygital customer journey: a dynamic interplay between systems of insights and systems of engagement

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Cristina Mele ◽  
Tiziana Russo-Spena
Keyword(s):  
Qualitative Method ◽  
Service Providers ◽  
Customer Engagement ◽  
Theory Approach ◽  
Customer Journey ◽  
Content Type ◽  
Smart Technologies ◽  
Grounded Theory Approach ◽  
Practical Implications ◽  
Dynamic Interplay

Purpose This paper aims to focus on how companies shape the architecture of a phygital customer journey through the exploitation of smart technologies. Design/methodology/approach The research adopts a qualitative method using a grounded theory approach involving leading players in digital customer solutions and service providers from different industries. Findings The shaping of the architecture of the phygital customer journey comes from the interplay between systems of insights and systems of engagement activated by multiple customer-provider interactions in an entanglement of physical and digital contexts. Practical implications Companies need to design a blended approach to bridge disconnected contexts, capture new opportunities and provide customer engagement along the entire journey. Originality/value This study depicts the “phygital customer journey” under systems of insights and systems of engagement: These systems operate as dynamic architectures to capture insights and engage customers.

Role reflections of police reservists: a study of volunteer reserve officers in Malaysia

2018 ◽  
Vol 41 (6) ◽  
pp. 813-827 ◽  
Author(s):  
Phaik Kin Cheah ◽  
N. Prabha Unnithan ◽  
Suresh Suppiah
Keyword(s):  
Police Officers ◽  
Design Methodology ◽  
Theory Approach ◽  
Structured Interviews ◽  
Content Type ◽  
The Public ◽  
Role Orientations ◽  
Grounded Theory Approach ◽  
Practical Implications ◽  
Insight Into

PurposeThe purpose of this paper is to investigate the work roles of the Royal Malaysia Police Volunteer Reserve officers.Design/methodology/approachA grounded theory approach was utilized for the generation and analysis of the data. Data were collected through interviews, observations and follow-ups. Semi-structured interviews were conducted with 20 male and female volunteer reserve officers and 5 regular police officers aged between 24 and 58 years of mixed socioeconomic backgrounds, ethnicities and ranking in the Royal Malaysia Police force. Two civilian respondents (spouses of the Police Volunteer Reserve officers) were also interviewed for this study for the purpose of theory sampling.FindingsThe data were analyzed qualitatively resulting in a model of Royal Malaysia Police Volunteer Reserve officer roles consisting of four orientations.Research limitations/implicationsStudy outcomes are discussed theoretically and administratively. The four role orientations identified will assist researchers studying police reserve volunteerism.Practical implicationsStudy outcomes allow administrators to utilize and deploy police reservists in consonance with the four role orientations identified.Social implicationsThis study provides insight into how police reservists conceive of and execute their roles as they negotiate them in relation to the regular police officers they work with and the public from which they are drawn.Originality/valueThis is the first study of police volunteerism in Malaysia.

Business streamlining – an integrated model of service sourcing

2017 ◽  
Vol 32 (2) ◽  
pp. 194-205 ◽  
Author(s):  
Jonas Molin ◽  
Lars-Johan Åge
Keyword(s):  
Conceptual Model ◽  
Qualitative Methodology ◽  
Business Processes ◽  
Theory Approach ◽  
Content Type ◽  
Proposed Model ◽  
Ongoing Relationship ◽  
Grounded Theory Approach ◽  
Longitudinal Case Studies ◽  
Practical Implications

Purpose The purchasing of services is a significantly under-researched area. The purpose of this study is to suggest a conceptual model of service sourcing relationships, including the post-contract phase. Design/methodology/approach A qualitative methodology involving two longitudinal case studies that were analyzed with a grounded theory approach to build a conceptual model was applied. Findings The proposed model consists of a core process that is termed “business streamlining” and denotes the process by which four interrelated dimensions are managed to making the business processes of the buying organization simpler and more effective and/or productive. Research limitations/implications Although the research methodology is qualitative and does not allow statistical generalization, the study does provide valuable insights into the management of the service sourcing process. Practical implications The model proposed in this study can be utilized by managers to impose a useful conceptual structure on otherwise fluid and intangible processes, which makes them easier to analyze and facilitates strategic corporate decision-making. Originality/value The paper proposes a model that grasps the dynamics and reality of service (out-) sourcing relationships, including the ongoing relationship management process.

Problematic customer behaviours and their triggers: the perspective of restaurant employees

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Yakup Kemal Özekici ◽  
Kurban Ünlüönen
Keyword(s):  
Social Systems ◽  
Middle Level ◽  
Theory Approach ◽  
Frontline Employees ◽  
Key Factors ◽  
Content Type ◽  
Fishbone Diagram ◽  
Set Up ◽  
Smart Technologies ◽  
Grounded Theory Approach

PurposeThe present work attempts to investigate how restaurant staff perceive problematic customer behaviours (PCBs), the causes for PCBs and the core reasons that trigger such behaviour in restaurants.Design/methodology/approachThe root causes were determined by systematic grading and then aggregated in a fishbone diagram to illustrate the real antecedents. First, the data obtained from in-depth interviews based on the grounded theory approach, conducted with 29 frontline employees in restaurants, were categorised using open, axial and selective coding. Then the 26 causes identified were graded and arranged into six levels, forming a chained hierarchy for each behaviour.FindingsEgo-derived faults are among the key factors stemming from the personality of the customer, and the use of money as power is evident in such behaviours. In terms of issues related to social systems, the main factors were the structure of the sector, the “customer is always right” philosophy, other factors resulting from the local culture and the occupational image.Research limitations/implicationsFirst, more frequent and effective addressing of the sector structure can help employees feel more comfortable. Second, the study uncovers emotional and psychological aspects as core factors causing PCBs, paving the way for future studies.Practical implicationsTo prevent PCBs, it may be necessary to provide relevant training for employees, empower leadership for middle-level managers and set up a customer crediting system as well as a customer blacklist based on smart technologies.Originality/valueThis research is the first attempt to reveal the root causes of the factors behind PCBs by forming graded-reason chains and representing integrated PCBs in a fishbone diagram. Using this instrument, the paper investigates the insights of employees to address a topic that few studies have dealt with thus far.

“The Health Education Juggler”

2014 ◽  
Vol 114 (5) ◽  
pp. 398-412 ◽  
Author(s):  
Gitte Engelund ◽  
Ulla Møller Hansen ◽  
Ingrid Willaing
Keyword(s):  
Patient Education ◽  
Health Education ◽  
Second Phase ◽  
Theory Approach ◽  
Comprehensive Model ◽  
Content Type ◽  
Analyse Data ◽  
Two Phases ◽  
Grounded Theory Approach ◽  
Practical Implications

Purpose – The purpose of this paper is to explore educator competencies and roles needed to perform participatory patient education, and develop a comprehensive model describing this. Design/methodology/approach – Data collection in the qualitative study proceeded through two phases. In the first phase, 28 educators were involved in exploring educator competencies needed to perform participatory, group-based patient education. The paper used qualitative methods: dialogue workshops, interviews and observations. In the second phase, 310 educators were involved in saturating and validating the insights from phase one using workshop techniques such as brainstorming, reflection exercises and the story-dialogue method. A grounded theory approach was used to analyse data. Findings – A model called “The Health Education Juggler” was developed comprising four educator roles necessary to perform participatory patient education: the Embracer, the Facilitator, the Translator and the Initiator. The validity of the model was confirmed in phase two by educators and showed fit, grab, relevance, workability and modifiability. Practical implications – The model provides a tool that can be used to support the focus on “juggling” skills in educators: the switching between different educator roles when performing participatory, group-based patient education. The model is useful as an analytical tool for reflection and supervision, as well as for observation and evaluation of participatory, group-based patient education. Originality/value – The study proposes a comprehensive model consisting of four equally important roles for educators performing participatory, group-based patient education.

Divergent goals in supplier-customer co-development process: an integrated framework

2015 ◽  
Vol 30 (3/4) ◽  
pp. 290-301 ◽  
Author(s):  
Minna Oinonen ◽  
Anne Maarit Jalkala
Keyword(s):  
Development Process ◽  
New Technology ◽  
Theory Approach ◽  
Multiple Perspectives ◽  
Content Type ◽  
Development Processes ◽  
Development Literature ◽  
Business To Business ◽  
Grounded Theory Approach ◽  
Practical Implications

Purpose – Innovations in business-to-business markets often result from co-development activities between multiple actors, all of which have their own goals for the collaboration. The purpose of this paper is to study how the actors’ divergent goals reflect on their perceptions of the supplier-customer co-development process. Design/methodology/approach – A grounded theory approach is adopted to reveal the actors’ perceptions of eight studied supplier-customer co-development processes, of which, four also involve an expert partner. Findings – The findings suggest that because of the supplier’s aim to commercialize the resulting product, a supplier has a wider ranging perception of the co-development process, whereas the customer and expert partner focus on those phases that support their goals to improve the efficiency of the process or to develop new technology. Practical implications – As each actor operates according to its own goals and is involved in those phases of the process that facilitates their achievement, the study recommends that managers consider each actor’s goals which are reflected on their perception of the co-development. Originality/value – This is among the first studies to focus on the co-development process from multiple perspectives and include data from various actors involved in the process. The paper contributes to the co-development literature both by presenting actors’ divergent perspectives on the process and proposing an empirically grounded dyadic framework of the supplier-customer co-development process.

Building and evolving a culture of excellence: a conceptual exploration

2022 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Travis W. Provance ◽  
Suresh Babu Ramisetty ◽  
Michael Joseph Urick ◽  
Kelly A. Wieczorkowski
Keyword(s):  
Grounded Theory ◽  
Design Methodology ◽  
Theory Approach ◽  
Content Type ◽  
The People ◽  
And Performance ◽  
Grounded Theory Approach ◽  
Practical Implications ◽  
Insight Into ◽  
A Current

Purpose The purpose of this paper is to conceptually explore building a culture of excellence from the ground up as well as evolving a current culture to one more focused on excellence. Design/methodology/approach This study reviewed extant research related to organizational cultures and cultures of excellence that have implications for building or evolving into these types of cultures. Findings The findings of this study suggest that the “people side” of organizations is crucial to forming a culture of excellence. Specific people-oriented considerations to forming such a culture include leveraging leaders and understanding other influences including diversity as well as external aspects. Changing culture must occur at the assumptions (and not just artifacts) level. Furthermore, there are many barriers to building a culture of excellence, many of which are also related to an organization’s people. Research limitations/implications A qualitative grounded theory approach whereby researchers asked organizational members to define “culture of excellence” could help build a clearer model for the formation of cultures of excellence. Quantitative approaches should also test how successful the influencers, noted in this study are in creating cultures of excellence. This study’s conceptual links between cultures of excellence and performance should also be tested empirically. Practical implications This paper provides practitioners insight into the importance of culture and considerations for how to change an organizational culture. Social implications This paper advocates for the importance of social considerations in the workplace regarding creating a culture of excellence. Originality/value To the best of the authors’ knowledge, this paper is the first that discusses creating a culture of excellence. Furthermore, it is one of only a handful of articles that links people to excellence.

This place is like the jungle: discussions about psychoactive substances on a cryptomarket

2018 ◽  
Vol 18 (4) ◽  
pp. 250-261
Author(s):  
Sara Rolando ◽  
Franca Beccaria
Keyword(s):  
Harm Reduction ◽  
Design Methodology ◽  
Significant Proportion ◽  
Theory Approach ◽  
Online Environment ◽  
Online Forums ◽  
Psychoactive Substances ◽  
Content Type ◽  
Grounded Theory Approach ◽  
Practical Implications

Purpose The purpose of this paper is to analyse dynamics amongst members to better understand in what terms and to what extent marketplace forums can be seen as new forms of harm reduction. Design/methodology/approach This is a qualitative analysis focused on conversations about psychoactive substances on the forum community of AlphaBay Market. A sample consists of 100 online threads. The data, collected in July 2016, were analysed by applying the grounded theory approach with the support of Atlas.ti. Findings Conversations in the marketplace forum focus mostly on the purchase. Concerns and disputes are voiced in a significant proportion of them, and interactions are affected by a climate of distrust where stigmatisation processes can emerge between users of different drug categories. This casts a certain amount of doubt on the thesis that marketplace forums – like online forums – are new forms of harm reduction and peer-led communities. Research limitations/implications The study focuses on only one marketplace forum. Other such forums should be analysed to corroborate its findings. Practical implications Harm reduction interventions in the online environment should take different form according to the forum type, and take the differences and boundaries that separate users of different substances into account. Originality/value Thanks to its infrequently used qualitative approach, the study provides a more thorough understanding of the relationships on marketplace forums.

Dealing with multiple incompatible work-related identities: the case of artists

2017 ◽  
Vol 46 (5) ◽  
pp. 970-987 ◽  
Author(s):  
Sophie Hennekam
Keyword(s):  
Design Methodology ◽  
Career Transition ◽  
Creative Industries ◽  
Limited Attention ◽  
Theory Approach ◽  
Content Type ◽  
Work Related ◽  
Grounded Theory Approach ◽  
Depth Interviews ◽  
Practical Implications

Purpose The purpose of this paper is to examine how artists deal with having multiple potentially incompatible work-related identities as a result of a career transition from making a living exclusively as artists to taking on additional work outside the creative industries. Design/methodology/approach In all, 40 semi-structured in-depth interviews were conducted by telephone with artists in the Netherlands. A grounded theory approach was used to analyze the findings. Findings Four different strategies for dealing with multiple potentially incompatible identities were identified: integration, accumulation, separation and dis-identification. The findings suggest that the informal social context, the support of rejection of important others, influenced the strategy adopted by the artists. Invalidation from the environment often leads to stress and separation or dis-identification strategies, while validation seems to lead to integration and accumulation strategies that are less psychologically straining. Practical implications The findings stress the importance of the external environment. While the workers had to deal with their own psychological stress and regret about not succeeding at working exclusively as artists, they also had to create a feasible story that allowed them to “sell” their transition to others. Originality/value Careers are becoming increasingly non-linear, and the number of workers who need to juggle multiple (potentially conflicting) work-related identities is rising. However, how workers deal with this has received only limited attention from researchers.

Unleashing hidden potential: customer engagement in modular service innovation

2018 ◽  
Vol 10 (4) ◽  
pp. 334-348 ◽  
Author(s):  
Nofie Iman
Keyword(s):  
Service Providers ◽  
Customer Engagement ◽  
Content Type ◽  
Product Modularity ◽  
Process Variety ◽  
Product And Process ◽  
Services Innovation ◽  
Crossing Point ◽  
Practical Implications

Purpose This paper aims to explore the role of customer engagement during the production of services in a modular innovation. Modularity can be used to explain the structure and relationship in services innovation. Design/methodology/approach The authors explore the theory of modularity focussing on the context of consumer engagements. They adopted ideas from product modularity and approach services using modular principle. Findings Contrary to the extant literature, the authors are content that the transactions between the participants were mainly conducted at thick crossing points. By focusing on thin crossing point, the service provider will achieve better overall service structure. Research limitations/implications There is a need to focus on specifying interface to define how service modules and service providers interact with the customer within the service. Practical implications By engaging customer, modular principle can help firms achieve cost efficiency, higher product and process variety, as well as better response to individual customer needs. Originality/value This paper scrutinises the engagement of customer and conceptualises the role of customer in modular innovations that have been previously neglected.

Actor engagement in online health communities

2019 ◽  
Vol 13 (4) ◽  
pp. 500-515 ◽  
Author(s):  
Michael Stadtelmann ◽  
Herbert Woratschek ◽  
Christina Diederich
Keyword(s):  
Online Communities ◽  
Customer Orientation ◽  
Service Providers ◽  
Healthcare Sector ◽  
Customer Engagement ◽  
Theory Approach ◽  
Content Type ◽  
Health Community ◽  
Health Communities

Purpose This study aims to deal with actor engagement practices and identifies different roles in actor engagement (AE), using the service-dominant logic (S-D logic) literature and the pivotal concept of value co-creation within the frame of engagement platforms. Design/methodology/approach The context of this research is an online health community, provided by a pharmaceutical firm, which moderates the interaction between its members. The authors use a grounded theory approach with the methodology of netnography. These research are based on the approaches of ethnography and is a suitable qualitative method for analyzing human behavior in certain situations. Findings The results indicate that customers and/or actors operate as resource integrators in the perspective of S-D logic. Independent social and economic actors adopt both the roles of service providers and service beneficiaries in a reciprocal manner. Value co-creation in online communities based on practices, which actually define the respective role. Three main engagement practices are identified: information-, advising- and empathy-practices. Research limitations/implications The findings point to the importance of the dynamic and interactive concept of actor engagement and present a clearer understanding of customer, who act both in provider- and beneficiary-roles. However, it becomes evident that a customer orientation should address the actor playing a beneficiary-role, who uses (or selects) the value proposition, and not actors who play the role of financial resources provider. Originality/value In recent years, the construct of AE, and, in particular, customer engagement have been established both in theory and in practice. However, there are few empirical research publications so far, that try to explain engagement practices in online communities, especially in the healthcare sector.

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