Customer participation and the roles of self-efficacy and adviser-efficacy

2019 ◽  
Vol 37 (1) ◽  
pp. 241-257 ◽  
Author(s):  
Chung-Yu Wang
Keyword(s):  
Synergistic Effect ◽  
Financial Services ◽  
Self Efficacy ◽  
Customer Value ◽  
Design Methodology ◽  
Switching Costs ◽  
Customer Participation ◽  
Perceived Efficacy ◽  
Content Type ◽  
Survey Sample

Purpose The purpose of this paper is to examine how customers derive value and switching costs from their own participation conditional on their perceived efficacy of themselves (self-efficacy) and their advisers (adviser-efficacy) in financial services. Design/methodology/approach Student interviewers approached customers exiting banks with a skip interval of two. The respondents received the questionnaire items translated into Chinese. The final survey sample consists of 220 respondents. Findings Empirical results confirm that customer participation influences switching costs through customer value. The synergistic effect of self-efficacy and adviser-efficacy moderates the relationships among customer participation, customer value and switching costs. The incongruent levels of self-efficacy and adviser-efficacy can increase customer value and switching costs. Originality/value This study looks beyond self-efficacy to demonstrate that the synergistic roles of self-efficacy and adviser-efficacy significantly influence the relationships among customer participation, customer value and switching costs.

Optimal customer participation and the role of relationship length

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Chung-Yu Wang ◽  
Li-Wei Wu ◽  
Chung-Lun Wei
Keyword(s):  
Customer Satisfaction ◽  
Financial Services ◽  
Affective Commitment ◽  
Optimal Level ◽  
Customer Participation ◽  
Optimum Level ◽  
Content Type ◽  
Relationship Length ◽  
Survey Sample

PurposeThis study aims to examine how customers derive satisfaction and affective commitment from their participation in financial services, which is conditional on their relationship length.Design/methodology/approachStudent interviewers approached customers who were exiting banks at two skip intervals in Taiwan. The final survey sample consists of 227 respondents.FindingsEmpirical results confirm that optimal customer participation (CP) influences affective commitment through increased customer satisfaction. The optimal level of CP with customer satisfaction and affective commitment is high if the relationship length is long.Originality/valueThis article shows that the marginal benefits of CP on customer satisfaction and affective commitment become negative after an optimum level. Furthermore, relationship length moderates the aforementioned relationships.

When social media met commerce: a model of perceived customer value in group-buying

2016 ◽  
Vol 30 (4) ◽  
pp. 398-410 ◽  
Author(s):  
Yong-Ki Lee ◽  
Sally Y. Kim ◽  
Namho Chung ◽  
Kwanghoon Ahn ◽  
Jong-Won Lee
Keyword(s):  
Social Media ◽  
Least Squares ◽  
Significant Influence ◽  
Customer Value ◽  
Design Methodology ◽  
Social Commerce ◽  
Research Directions ◽  
Content Type ◽  
Group Buying ◽  
Perceived Customer Value

Purpose Social commerce using social media has been on the rapid increase. Among various social commerce models, group-buying has become the mainstream. There is a paucity of research related to how customers perceive value in group-buying situations. This paper aims to examine and analyze various factors that influence perceived customer value in group-buying. Design/methodology/approach Data were collected using a survey on customers who had purchased a restaurant service deal on a group-buying site. A partial least squares technique was used to estimate the model. Findings Results show that perceived customer value affects customers’ group buying intentions and that all four antecedents of perceived value (low price, valence of experience, trust in social media and reputation of the group-buying site) have a significant influence. Implications and further research directions are discussed at the end of the paper. Originality/value This study provides valuable strategic implications for social commerce firms.

Studying customers’ resource integration by service employees in interactional value co-creation

2016 ◽  
Vol 30 (2) ◽  
pp. 152-164 ◽  
Author(s):  
Loïc Plé
Keyword(s):  
Conceptual Framework ◽  
Design Methodology ◽  
Customer Participation ◽  
Resource Integration ◽  
Service Dominant Logic ◽  
Content Type ◽  
Service Employees ◽  
Dominant Logic ◽  
Managerial Implications ◽  
Practical Implications

Purpose Noting that resource integration is a pivotal dimension of value co-creation in Service-Dominant logic, this paper aims to explore how service employees engaged in co-creation processes with customers integrate the latter’s resources. Design/methodology/approach To address the limitations of previous research on customer resources and their integration by service employees, this study turns to the concept of customer participation to identify the nature of customers’ resources. A conceptual framework of their integration by service employees underpins nine key propositions. This foundation leads to the development of theoretical contributions, managerial implications and avenues for research. Findings Customers can use 12 types of resources in value co-creation. Contrasting with earlier findings, the conceptual framework reveals that service employees may not only integrate these customers’ resources but also either misintegrate or not integrate them. Non-integration and misintegration may be intentional or accidental. Accordingly, value co-creation or co-destruction may result from interactions. Research limitations/implications This conceptual and exploratory text requires complementary theoretical and empirical investigations. It also does not adopt an ecosystems view of co-creation. Practical implications Knowing the different steps of resource integration and what influences them should increase the chances of value co-creation and limit the risks of value co-destruction. Originality/value Scant research has examined the nature of customer resources and how service employees integrate them. This paper also is the first to distinguish among resource integration, misintegration and non-integration.

Value co-creation in services for animal companions

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Jennifer Hendricks ◽  
Gertrud Schmitz
Keyword(s):  
Customer Value ◽  
Customer Participation ◽  
Order Structure ◽  
Content Type ◽  
Service Characteristics ◽  
Qualitative Approaches ◽  
Step Procedure ◽  
Animal Companion ◽  
Service Ecosystem ◽  
Human Actors

Purpose As other actors in the service ecosystem often have a pivotal role in value creation for actors experiencing vulnerability, this paper aims to explore caregiving customer value co-creation in services for animal companions. Design/methodology/approach Study 1 follows a two-step procedure, using two different qualitative approaches (interviews and observations) to identify caregiving customer value co-creation activities. Study 2 serves to empirically test a higher-order structure of caregiving customer participation behaviour in value co-creation and test for differences regarding customer and service characteristics (questionnaire survey; n = 680). Findings The results reveal the existence of various value co-creation activities towards the service provider (e.g. cooperation under consideration of the animal companion’s needs) and animal companion (e.g. emotional support). Significant differences in individual caregiving customers’ activities were found regarding gender, age, type of service and animal companion. Caregiving customer value co-creation is influenced by emotional attachment and has a positive effect on value outcomes for both the caregiving customer and the animal companion. Originality/value This study extends and enriches customer value co-creation literature by providing innovative findings on various such caregiving activities and value outcomes in services for (non-human) actors experiencing vulnerability. It also adds knowledge by showing differences in customer value co-creation behaviour regarding specific customer and service characteristics.

Shaping employee green behavior: a multilevel approach with Pygmalion effect

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ziying Mo ◽  
Matthew Tingchi Liu ◽  
Peiguan Wu
Keyword(s):  
Self Efficacy ◽  
Multilevel Model ◽  
Design Methodology ◽  
Study Data ◽  
Content Type ◽  
Individual Level ◽  
Multilevel Theory ◽  
Green Behavior ◽  
Time Lagged ◽  
The Relationship

PurposeThe purpose of this study was to theorize and examine a Pygmalion perspective in how leader and coworker expectations predict in-role and ex-role employee green behavior (EGB).Design/methodology/approachUsing a time-lagged field study, data were collected from a sample of 71 leaders and 340 members to examine the hypothesized relationships with a multilevel model (group level and individual level).FindingsThe results showed that leader green behavior and self-efficacy for EGB (i.e. the Pygmalion process) mediate the relationship between leader expectations and EGB, while self-efficacy mediates the relationship between coworker expectations and EGB. In addition, this study found that the effect of coworker expectations and EGB via self-efficacy is stronger when leaders themselves demonstrate a higher level of green behavior.Originality/valueThis study also aims to provide a multilevel theory and investigates the interplay between multilevel variables in encouraging EGB. It also extends previous EGB literature through investigating a different process (i.e. the Pygmalion process) relating leader expectations for EGB to EGB. Moreover, this study develops implications of Pygmalion process on EGB from theoretical and practical perspectives.

Commitment among adjunct faculty

2020 ◽  
Vol 12 (5) ◽  
pp. 1209-1220
Author(s):  
Heidi Reeder
Keyword(s):  
Adjunct Faculty ◽  
Self Efficacy ◽  
Design Methodology ◽  
Predictive Power ◽  
Adjunct Instructors ◽  
Content Type ◽  
Part Time ◽  
Time Position ◽  
The Stability ◽  
Practical Implications

PurposeWithout the stability of tenure, adjunct faculty have few barriers to leave their position. The purpose of this article is to understand the variables that predict commitment among adjunct instructors.Design/methodology/approachThis paper statistically analyzed data from a survey completed by adjunct instructors at two 4-year universities. The survey included scales on commitment, satisfaction, investments, alternatives and the psychological concepts of grit and self-efficacy. In addition, a qualitative analysis was conducted on supplemental open-ended questions that allowed participants to describe the basis of their commitment.FindingsSatisfaction and investments were the main predictors of commitment and those together accounted for just over 50 percent of the variance. Grit and self-efficacy did not correlate with commitment, but did correlate with satisfaction and investments.Practical implicationsGiven the predictive power of satisfaction to explain commitment, understanding the specific rewards and costs experienced by this population can give administrators ideas for making the part-time position more appealing. Similarly, given the predictive power of investments, administrators might consider identifying avenues for adjunct faculty to contribute to the department and university in a meaningful and rewarding way.Originality/valueUniversities are increasingly dependent on adjunct instructors, so it is worthwhile to understand the experience of such faculty. This is best done through research, rather than relying on assumptions, stereotype or anecdotes.

A positive spiral of self-efficacy among public employees

2020 ◽  
Vol 49 (8) ◽  
pp. 1607-1617
Author(s):  
Miguel Ángel Mañas Rodríguez ◽  
Yolanda Estreder ◽  
Vicente Martinez-Tur ◽  
Pedro Antonio Díaz-Fúnez ◽  
Vicente Pecino-Medina
Keyword(s):  
Data Collection ◽  
Significant Relationship ◽  
Self Efficacy ◽  
Design Methodology ◽  
Research Study ◽  
Public Employees ◽  
Content Type ◽  
Personal Resource ◽  
Role Behaviors

Purpose The purpose of this paper is to test a positive spiral of self-efficacy among public employees. The spiral proposes that self-efficacy is positively related to extra-role behaviors. These behaviors in turn are positively related to subsequent self-efficacy. Design/methodology/approach A total of 260 public employees participated in three waves of data collection: self-efficacy (T1); extra-role behaviors (T2); self-efficacy (T3). Findings The results confirmed the existence of a positive spiral of self-efficacy. There was a positive and significant link from self-efficacy of employees (T1) to extra-role behaviors (T2). In addition, it was found a positive and significant relationship between extra-role behaviors (T2) and subsequent self-efficacy (T3) once the link from self-efficacy in T1 and T3 was controlled for. The mediation role of extra-role behaviors was also confirmed. Originality/value The examination of positive spirals is one of the critical challenges of the investigation of personal resources. In the current research study, the authors test the positive spiral of a critical personal resource such as self-efficacy. Additionally, the lagged design permits a solid test of the aforementioned spiral.

Beyond placement, layering and integration – the perception of trade-based money laundering risk in UK financial services

2019 ◽  
Vol 22 (4) ◽  
pp. 614-625 ◽  
Author(s):  
Mario Menz
Keyword(s):  
Money Laundering ◽  
Financial Services ◽  
Design Methodology ◽  
Banking Sector ◽  
Trade Finance ◽  
Content Type ◽  
Proceeds Of Crime ◽  
The Uk ◽  
Practical Implications ◽  
Insight Into

Purpose The purpose of this study was to investigate the perception of trade-based money laundering in Letters of Credit (“L/C”) transactions among trade finance practitioners in the UK banking sector and to compare it to the perception of the same risk by the Financial Conduct Authority (“FCA”), the regulator of the UK’s banking sector. Design/methodology A survey was used to carry out research among financial services professionals engaged in trade finance in the UK. Findings This paper contributes to the existing literature in a number of ways. First, it investigates the perception of trade-based money laundering risk from the perspective of financial services professionals, which has not previously been done. Second, it argues that the perception of trade-based money laundering in financial services is overly focussed on placement, layering and integration, and that the full extent of the offence under the Proceeds of Crime Act 2002 is less well known. It further found that financial services firms need to improve their understanding of the nature of trade-based money laundering under UK law. Practical implications This study argues that the financial services sector’s perception of trade-based money laundering risk in trade finance is underdeveloped and makes suggestions on how to improve it. Originality/value It provided unique insight into the perception of trade-based money laundering risk among financial services professionals.

Examining customer willingness to pay more for banking services: the role of employee commitment, customer involvement and customer value

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ernest Emeka Izogo ◽  
Mathias Egede Elom ◽  
Mercy Mpinganjira
Keyword(s):  
Service Delivery ◽  
Willingness To Pay ◽  
Customer Value ◽  
Structural Equation ◽  
Employee Commitment ◽  
Customer Participation ◽  
Interactive Marketing ◽  
Banking Services ◽  
Content Type ◽  
Customer Involvement

PurposeAlthough scholars highlighted the need to close the interactive marketing gap and enhanced understanding of willingness to pay more in settings where customer participation in the service delivery process is paramount, research addressing this issue is scare. This study investigates the effect of perceived employee commitment to service delivery and customer involvement on customer value and willingness to pay more. The study also examines the extent to which customer value mediates the effect of employee commitment and customer involvement on willingness to pay more for banking services.Design/methodology/approachThe analysis was based on a sample of 211 Nigerian bank customers procured through a mall-intercept survey technique. The partial least squares structural equation modelling procedure and the Preacher–Hayes Bootstrapping technique aided hypotheses testing.FindingsThis study demonstrates that elements of employee commitment to service delivery and customer involvement have significant positive effect on the components of customer value. It also shows that customer value components have significant effect on customers' willingness to pay more. Additionally, the study shows that components of customer value mediate the effect of employee commitment to service delivery and customer involvement on willingness to pay more.Research limitations/implicationsThe study contributes to closing gaps in interactive marketing literature by uncovering how willingness to pay more for services is influenced by customer perceptions of employee commitment (affective and calculative) service delivery, customer involvement and customer value (hedonic and utilitarian).Practical implicationsIt is important for managers to put in place measures that will help them know the kind of commitment cues their employees are emitting to customers as well as levels of customer involvement during service encounters.Originality/valueThis study breaks new ground in three unique ways. First, the study represents the first attempt to examine the combined effect of employee commitment to service delivery and customer involvement on consumer value perceptions. Second, the study also demonstrates that hedonic value has a more pronounced effect on willingness to pay more for banking services than utilitarian value. Finally, the study shows the extent to which customer value (hedonic vs utilitarian) mediates the effect of employee commitment to service delivery and customer involvement on willingness to pay more.

How can European museums reach sustainability?

2017 ◽  
Vol 72 (3) ◽  
pp. 303-318 ◽  
Author(s):  
Nuria Recuero Virto ◽  
Maria Francisca Blasco López ◽  
Sonia San-Martín
Keyword(s):  
Market Orientation ◽  
Customer Value ◽  
Design Methodology ◽  
Marketing Strategies ◽  
Value For Money ◽  
Content Type ◽  
Value Perceptions ◽  
Decision Making Processes ◽  
The Impact ◽  
Practical Implications

Purpose This research aims to provide evidence of the impacts of market orientation, customer value approach (through prestige, value for money and reputation for quality) and innovation on museum sustainability. Design/methodology/approach The model is analysed through partial least squares (PLS-SEM), using a sample of 549 European museums. Findings The results reveal that reputation for quality, prestige, innovation and value for money positively and significantly influence museum sustainability. Interestingly, the most meaningful linkage is between market orientation and innovation. Practical implications This research helps museums that need to increase their customer value and innovativeness so as to ensure museum sustainability. It proves that museum managers have to increase employees’ involvement in decision-making processes. Originality/value By using a wide sample of European museums, this study suggests that museum managers need to consider the impact of marketing strategies and customer value perceptions on the economic and social sustainability of museums.

Sign in / Sign up

Export Citation Format

Share Document