Gaining insights into why professionals continue or abandon pro bono service

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Paul G. Patterson ◽  
Janet R. McColl-Kennedy ◽  
Jenny (Jiyeon) Lee ◽  
Michael K. Brady
Keyword(s):  
Empirical Study ◽  
Conceptual Model ◽  
Service Providers ◽  
Institutional Logics ◽  
Professional Service ◽  
Purchase Behavior ◽  
Behavior Model ◽  
Content Type ◽  
Pro Bono ◽  
Personal Recognition

Purpose The purpose of this study is to empirically examine the personal/situational and business factors that encourage or discourage pro bono service of professionals based on the theory of institutional logics framework and the extended purchase behavior model. Design/methodology/approach This paper collected the data using a mixed-method approach: 30 qualitative interviews and 443 cross-sectional surveys from professional service providers across industries. The constructs of interest were measured with the scales compiled from the literature, industry reports and the preliminary interviews. Findings The results highlight emotional value derived from personal/situational factors (intrinsic motivation, personal recognition, philanthropic disposition and lack of appreciation) drove professionals’ intentions to continue to undertake pro bono work. While employer encouragement motivated professionals to engage in pro bono service, the prospect of gaining business opportunities and time constraints discouraged this important practice. Research limitations/implications While there has been considerable empirical study undertaken on charitable behavior, little attention has been given to this form of giving (pro bono work by service professionals). Overall, the results show that personal satisfaction with and feeling good about the study undertaken are required for continuation. Professionals who are intrinsically motivated, philanthropic-natured and properly-acknowledged through positive feedback and recognition tend to experience positive feelings that engender their good intentions to help the underprivileged, those in need and society more generally. The findings thus complement and extend the academic and industry literature on charitable giving. Practical implications This research identifies the drivers of service professionals’ continuation of pro bono work that the third sector relies heavily on its sustainability. As the study findings suggesting the importance of personal recognition, nonprofit organizations should demonstrate genuine gratitude and recognition of these professionals so that they continue to give their services pro bono. Originality/value The research is the first empirical study to develop a conceptual model that delineates the drivers and/or barriers to professionals continuing pro bono service. Unlike the previous study lacking a theoretical basis, this paper proposed and tested the conceptual model derived from the institutional logics framework and the extended purchase behavior model.

To give or not to give professional services to non-paying clients

2015 ◽  
Vol 26 (3) ◽  
pp. 426-459 ◽  
Author(s):  
Janet R. McColl-Kennedy ◽  
Paul Patterson ◽  
Michael K. Brady ◽  
Lilliemay Cheung ◽  
Doan Nguyen
Keyword(s):  
Charitable Giving ◽  
Institutional Logics ◽  
Professional Services ◽  
Point Of View ◽  
Professional Service ◽  
Future Research ◽  
Service Firms ◽  
Theory Approach ◽  
Content Type ◽  
Pro Bono

Purpose – The purpose of this paper is to explicate professionals’ giving backstory, identifying what motivates and hinders professionals’ undertaking of pro bono service activities. Examples are provided of different pro bono giving styles, as professionals struggle to resolve inter-institutional tensions, thus addressing this little understood yet vital form of giving, and meeting an important research priority. Design/methodology/approach – Using a discovery-oriented grounded theory approach, this paper draws on narratives from interviews with 31 professionals to explicate, from the professional’s point of view, the backstory of pro bono service. Findings – The authors provide an integrative institutional logics-based framework for understanding the backstory to professionals’ giving. Three distinct pro bono giving styles are revealed: first, an individual logic (self-centric), an “I” logic; second, an organizational logic (organization-centric), “We” logic; and third, a societal “All” logic (where the greater good to society in general is the dominant logic). The paper concludes with recommendations for how professionals and professional service firms (PSFs) can better align their pro bono giving styles with non-paying not-for-profit clients for multi-party benefit. Originality/value – The originality of this research lies in addressing an important yet little understood form of giving through delving into the backstory to pro bono service. First, the paper theorizes the characteristics of a formerly unarticulated form of giving, distinguishing it from individual-to-individual close consumer gifting, individual to organizational charitable giving, sponsorship, and volunteering. Second, the different inter-institutional logics of pro bono giving are identified, with three main pro bono giving styles uncovered. Third, the authors link professional services theory, theoretical perspectives from giving, and institutional logics theory to develop an integrated framework to explain service professionals’ pro bono activities. Furthermore, a compelling agenda for future research is provided to guide future work.

Exploring the synergy effect of trust with other beliefs in television shopping

2019 ◽  
Vol 58 (3) ◽  
pp. 428-447
Author(s):  
Yung-Shen Yen
Keyword(s):  
Purchase Intention ◽  
Service Providers ◽  
Purchase Behavior ◽  
Media Richness ◽  
Synergy Effect ◽  
Price Fairness ◽  
Content Type ◽  
Host Interaction ◽  
Perceived Price ◽  
Perceived Price Fairness

Purpose Television (TV) shopping has notably changed human shopping behaviors. However, despite its significant advantages, TV shopping still faces many challenges in promoting customer purchase behavior. The purpose of this paper is to explore the synergy effect of trust with other beliefs on purchase intention in TV shopping. Other beliefs, including perceived media richness, perceived price fairness, perceived convenience and perceived host interaction, were tested as the synergy factors in the proposed model. Design/methodology/approach A hierarchical moderator regression analysis was conducted, and data on the TV shopping habits of 428 customers in Taiwan were examined. Findings The findings of the study revealed that trust synergizes perceived price fairness and perceived host interaction rather than perceived media richness and perceived convenience to enhance purchase intention in TV shopping. Research limitations/implications This study confirmed the assumption that trust synergizes the beliefs (i.e. perceived price fairness and perceived host interaction) to enlarge purchase intention in TV shopping. Practical implications This study suggests that service providers need to prioritize concerns to build trust with customers to encourage purchases during TV shopping. They should also actively promote fair prices and invite famous people to serve as hosts to motivate purchases in TV shopping. Originality/value This study advances the knowledge of the trust theory and the synergy model by examining the synergy effect of trust with other beliefs in TV shopping.

scholarly journals Factors in tourists’ food decision processes: a US-based case study

2019 ◽  
Vol 27 (1) ◽  
pp. 2-19
Author(s):  
Angel F. González ◽  
Catherine Curtis ◽  
Isaac J. Washburn ◽  
Abhijeet R. Shirsat
Keyword(s):  
Conceptual Model ◽  
Food Consumption ◽  
Service Providers ◽  
Local Food ◽  
Motivational Factors ◽  
Local Foods ◽  
Online Questionnaire ◽  
Content Type ◽  
Exposure Effect ◽  
English Only

Purpose The purpose of this paper is to empirically test an existing conceptual model from Mak et al. (2012a, 2012b) to discern which factors have the most influence on food choices when travelers visit destinations with different options, i.e. local foods, other than those available in their home environments. Design/methodology/approach The quantitative study surveyed 330 travelers and used descriptive analyses of all the variables involved. A hierarchical linear regression was calculated to predict for the dependent variable of local cuisine consumption, based on the independent variables of culture and religion, socio-demographic factors, motivational factors, food trait personality and exposure effect/past experience. Findings Culture, motivational factors and food-related personality traits were consistently significant predictors of local food consumption. Research limitations/implications Limitations include using an English-only online questionnaire and self-reported bias. The impacting delimitation relates to data collection from US travelers and thus limiting generalizability findings. Practical implications The study explained factors involved in travelers’ decision to consume local foods at a destination. Government, tourism-related organizations, producers and service providers gain information to improve products, increase interest, create additional employment opportunities, increase tax revenues that assist local communities and increase consumption of local foods, products and services. Originality/value The limited availability of research on this topic prompted the interest of the researchers. Mak et al. (2012b) provide a conceptual model that was first tested empirically in this study. It presents a five factors impacting tourist food consumption at a destination. Local food consumption of tourists was tested using the aforementioned conceptual model.

Cocreation of tourism experiences: are food-related activities being explored?

2020 ◽  
Vol 122 (3) ◽  
pp. 910-928 ◽  
Author(s):  
Susana Rachão ◽  
Zélia Breda ◽  
Carlos Fernandes ◽  
Veronique Joukes
Keyword(s):  
Literature Review ◽  
Systematic Literature Review ◽  
Web Of Science ◽  
Service Providers ◽  
Scientific Information ◽  
Professional Service ◽  
Content Type ◽  
Technological Advances ◽  
Food Tourism ◽  
Practical Implications

PurposeThis study analyses the dimensions of cocreation in on-site food-related activities.Design/methodology/approachA systematic literature review was conducted in two databases (Scopus and Institute for Scientific Information (ISI) Web of Science), and 67 peer-reviewed articles were identified on cocreation in tourism experiences.FindingsThe study reveals that food-related activities involving active participation are more likely to be successfully performed in more informal environments, in which culinary experiences cocreated by both tourists and hosts are favoured. Moreover, tourists who learn something new appreciate the value of cocreation within food tourism experiences better.Research limitations/implicationsAlthough the researchers used two renowned databases to conduct the systematic literature review, there is the risk that some manuscripts related to the topic were excluded.Practical implicationsThe transfer of new skills and knowledge through direct contact between tourists and hosts are prerequisites for the raise of the value of the cocreation process itself and of the final outcome of the cocreation experience. As a result, professional service providers should dedicate more attention to the inclusion of cocreative ‘learning’ elements in the food tourism experiences they create.Social implicationsDue to the changing structure of the tourism ecosystem (technological advances), the manner in which experiences are designed, distributed and consumed (cocreated) is being transformed. The present study highlights some aspects to be developed by tourism destination managers.Originality/valueThis study is the first to explore food-related tourism experiences through the lens of cocreation.

Estimating green purchase behavior: an empirical study using integrated behavior model in Bangladesh

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Md. Zillur Rahman Siddique ◽  
Goutam Saha ◽  
Aminur Rahman Kasem
Keyword(s):  
Perceived Control ◽  
Purchase Intention ◽  
Structural Equation ◽  
Purchase Behavior ◽  
Equation Modeling ◽  
Behavior Model ◽  
Research Model ◽  
Content Type ◽  
Green Behavior ◽  
Practical Implications

Purpose This paper aims to examine the exogenous effects of experiential attitude toward green (EAG), instrumental attitude toward green (IAG), injunctive norms on green (ING), descriptive norms about green (DNG), green perceived control (GPC) and green self-efficacy (GSE) on green purchase intention (GPI). Moreover, this paper also investigates the causal factors of green purchase behavior (GPB) considering green knowledge (GK), the salience of green behavior (SGB), environmental constraints (ECPG) and green habit (GH). Design/methodology/approach The research model was adopted to measure the green behavior of Bangladeshi consumers using an integrated behavior model (IBM). The data were randomly collected from 372 respondents and partial least squares structural equation modeling (PLS-SEM) approach was used to test the hypotheses. Findings PLS results imply that all independent variables (EAG; IAG; ING; DNG; GPC and GSE) impact GPI; and SGB, GH and GPI influence GPB. On the other hand, GK and ECPG have no significant effect on GPB. Research limitations/implications There may present a gap in the outcomes of the study to signify the generalizability because the survey was conducted in some cities of Bangladesh which may not represent the country as a whole. Practical implications This study anticipates the cause-effect relationship between GPI, GPB and their determinants. The results of the study can help marketers understand green consumer behavior and design appropriate strategies and tactics for new marketing challenges. Originality/value This research investigates green purchase behavior in a developing country. It empirically confirms the validity of IBM in assessing green behavior, especially for Bangladesh, a booming economy and suitable for investment. Although ample research explored green purchase behavior, green habit and saliency have not been considered in measuring green purchase behavior.

Disguise mechanisms in regulation definitions: the private health system

2019 ◽  
Vol 27 (3) ◽  
pp. 613-629
Author(s):  
Arnaldo L. Ryngelblum ◽  
Ernesto M. Giglio ◽  
Victor Silva Corrêa
Keyword(s):  
Trade Unions ◽  
Design Methodology ◽  
Field Data ◽  
Service Providers ◽  
Institutional Logics ◽  
Research Strategy ◽  
Content Type ◽  
Medical Associations ◽  
Health Field ◽  
Do So

Purpose Studies of institutional logics have emphasized two fundamental conceptions: first, that there is continuous competition between the various logics embedded in any context and, second, that certain mechanisms influence the promotion or modification of existing logics. The purpose of this paper is to contribute to these studies by broadening the propositions on the mechanisms used by the actors to disguise the fact that they are not prioritizing non-prevailing logics. Design/methodology/approach The paper examines the disguise mechanisms used in the regulation of the private health field in Brazil, which has still been rarely explored in the literature on the theme. The research strategy was qualitative, involving documentary research that provided information to create a script for interviewing different actors in this field, such as health plan companies, service providers, medical associations, trade unions, regulatory agency, consumer defense organizations and the judiciary, lending credibility to the study. Findings The field data suggest important findings. Field actors pursue exerting influence in defining the outcomes of the institutional logics prevailing at each event. In this pursuit, they work to keep representative parts of prescribed practices non-transparent to allow them a margin in which to maneuver when confronted with a non-prevailing logic. Originality/value This paper emphasizes that, in any context, actors, while following the prescriptions of a prevailing logic, might have to disguise not following the prescriptions of other logics; thus, they will have to seek for mechanisms to do so. This paper, by identifying disguise mechanisms that operate in the specific field of private health in Brazil, finally sheds light on disguise mechanisms, contributing to the general literature on institutionalism.

Sustainability through the lens of the professional adviser: the case for brand trust

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Michael Stoica ◽  
Thomas M. Hickman
Keyword(s):  
Structural Equation ◽  
Organizational Context ◽  
Service Providers ◽  
Positive Impact ◽  
Distribution Channel ◽  
Professional Service ◽  
Equation Modeling ◽  
Brand Trust ◽  
Content Type ◽  
The Mind

Purpose This investigation builds on two domains. First, professional service providers, such as dentists and veterinarians, represent an understudied link in the distribution channel. Their recommendation of products, such as toothpaste and pet food, are impactful to their clientele. Second, for consumers, sustainability is growing as a motivating factor in product consideration. Consequently, brands committed to sustainability want to promote their products accordingly to connect with the consumer. The purpose of this study is to determine how to trust in sustainable brands is built in the mind of professional service providers, as they are influential in their clients’ decision process. Design/methodology/approach Structural equation modeling was used to test the conceptual model that predicted how brand trust of sustainable products is built in the mind of the professional service provider using a sample of 457 veterinarians. Findings Results revealed that trust in sustainable brands is built via professionals’ expertise in sustainability and their perception of the importance of sustainability. Additionally, the perception of altruistic motivations had a positive impact on brand trust while the perception of strategic motivations had no influence on trust in sustainable brands. Originality/value Previous studies typically examine sustainability in an organizational context or as a brand consideration factor for consumers. This research focuses on professional service providers, who operate independently of the organization, alongside the formal distribution channel. The study examines how their perception of sustainability importance and their perceived motives of brands engaging in sustainability activities impacts their trust in sustainable brands.

Defective co-creation

2015 ◽  
Vol 49 (1/2) ◽  
pp. 238-261 ◽  
Author(s):  
Dominique A. Greer
Keyword(s):  
Critical Incident ◽  
Consumer Behaviour ◽  
Service Providers ◽  
Professional Services ◽  
Professional Service ◽  
Service Encounters ◽  
Service Dominant Logic ◽  
Content Type ◽  
Dominant Logic ◽  
Depth Interviews

Purpose – This study aims to explore the scope of consumers’ defective co-creation behaviour in professional service encounters. One of the founding premises of service-dominant logic (Vargo and Lusch, 2004, 2008) is that consumers co-create the value they derive from service encounters. In practice, however, dysfunctional consumer behaviour can obstruct value co-creation. Extant research has not yet investigated consumers’ defective co-creation behaviour in highly relational services, such as professional services, that are heavily reliant on co-creation. Design/methodology/approach – To investigate defective co-creation in professional services, 164 critical incidents were collected from 38 health-care and financial service providers using the critical incident technique within semi-structured, in-depth interviews. Thematic coding was used to identify emergent themes and patterns of consumer behaviour. Findings – Thematic coding resulted in a comprehensive typology of consumers’ defective co-creation behaviour that both confirms the prevalence of previously identified dysfunctional behaviours (e.g. verbal abuse and physical aggression) and identifies two new forms of consumer misbehaviour: underparticipation and overparticipation. Further, these behaviours can vary, escalate and co-occur during service encounters. Originality/value – Both underparticipation and overparticipation are newly identified forms of defective co-creation that need to be examined within the broader framework of service-dominant logic (SDL).

scholarly journals Referrals for new client acquisition in professional services

2017 ◽  
Vol 20 (1) ◽  
pp. 28-42 ◽  
Author(s):  
Stuart Grierson ◽  
Ross Brennan
Keyword(s):  
Service Providers ◽  
Research Question ◽  
Qualitative Interviews ◽  
Professional Services ◽  
Professional Service ◽  
Business Success ◽  
Content Type ◽  
Starting Point ◽  
Client Referral ◽  
Referral Behavior

Purpose The purpose of this paper is to address the following research question: What are the perceptions of professionals and consumers regarding the antecedents of client referrals in the financial advice sector? Design/methodology/approach A total of 61 qualitative interviews were conducted, with the following three key groups: independent financial advisers (IFAs; 20 interviews), clients of IFAs (26 interviews) and consumers who manage their own financial affairs and do not use the services of an IFA (15 interviews). Findings The financial advisers interviewed believe that client referrals are important to their business success, that they can influence clients to become ambassadors who will consciously seek out new clients and that excellent service will motivate clients to provide referrals. However, the interviews with the clients painted a different picture. While advisers believe that they can influence client referral behavior, the clients did not believe that they were influenced by the adviser to make referrals. Research limitations/implications The sampling method was non-random and relied on the professional contacts of the principal researcher as a starting point, from which a network of contacts was established to identify interviewees. The study casts doubt on the ability of professional service providers to influence client referral behavior. This novel finding deserves further research investigation. Practical implications There is clearly scope for greater measurement in connection with referrals in professional service businesses. The propensity for clients to refer should be included as a metric in the performance measurement of professional service providers, in addition to standard financial measures. This would encourage the service provider to consider referrals during client interactions. Originality/value The study reports on a substantial qualitative study involving both professional service providers and their clients. While the providers believe that client referrals are critical to their business success, the evidence collected provides little or no support for this belief. Clients report they are not motivated to refer. Advisers do not explicitly measure referrals. The reality of referrals seems not to match the mythology.

E-service flexibility: meeting new customer demands online

2013 ◽  
Vol 36 (11) ◽  
pp. 1123-1136 ◽  
Author(s):  
Yan Jin ◽  
Ngozi Oriaku
Keyword(s):  
Theoretical Model ◽  
Firm Performance ◽  
Conceptual Model ◽  
Service Providers ◽  
Empirical Studies ◽  
Activity Cycle ◽  
Business Environment ◽  
Content Type ◽  
Definition Of ◽  
A Company

Purpose – Business-to-consumer (B2C) electronic service (e-service) allows a company to decrease transaction costs, expedite delivery time, and serve more customers. Flexibility lets e-service providers improve their service without costly and time-consuming infrastructure overhauls to cope with the changing business environment. Little work has been done to associate flexibility with e-service. This paper aims to provide a conceptual taxonomy of e-service flexibility in line with the online purchase in a customer activity cycle (CAC), as well as a theoretical model to investigate the relationships among a company's internal flexibility, e-service flexibility, customer readiness and firm performance. Design/methodology/approach – Based on an extensive review of e-service and flexibility literature, the paper develops a taxonomy of B2C e-service flexibility in a CAC framework and a conceptual model to show the influence e-service flexibility exerts on firm performance and the factors that support e-service flexibility. Findings – This research identifies the important e-service flexibility in each CAC stage, discusses the influence of e-service flexibility on firm performance and an organization's internal flexibility supporting e-service flexibility, and argues that customer readiness has an important influence on firm performance as well. Research limitations/implications – The conceptual model of e-service flexibility and propositions need further empirical validation. Practical implications – This paper should help managers identify the critical e-service flexibility that satisfies their customers and the core internal flexibility that supports flexible e-service. It should help managers consider customer limitations when developing e-service flexibility. Originality/value – This research sets some theoretical and research foundation for future empirical studies. First, the research provides a conceptual definition of e-service flexibility in line with the CAC. Based on the definition, measurements of e-service flexibility in each stage of CAC could be developed and the e-service flexibility construct could be validated. Second, the conceptual model outlines the relationships between a company's internal flexibility, e-service flexibility, customer readiness, and firm performance. The theoretical model provides the foundation for empirically testing the influences of interactions between a company and their customers on firm performance.

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