“Find a flight for me, Oscar!” Motivational customer experiences with chatbots

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Jano Jiménez-Barreto ◽  
Natalia Rubio ◽  
Sebastian Molinillo
Keyword(s):  
Design Methodology ◽  
Hybrid Approach ◽  
Self Determination Theory ◽  
Customer Experience ◽  
Self Determination ◽  
Content Type ◽  
Multimethod Approach ◽  
Practical Implications ◽  
Broad Understanding ◽  
Theoretical Developments

Purpose Drawing on the self-determination theory, the assemblage theory and customer experience literature, this paper aims to develop a framework to understand motivational customer experiences with chatbots. Design/methodology/approach This paper uses a multimethod approach to examine the interaction between individuals and airlines’ chatbots. Three components of self-determined interaction with the chatbot (competence, autonomy and relatedness) and five components of the customer–chatbot experience (sensory, intellectual, affective, behavioral and social) are analyzed qualitatively and quantitatively. Findings The findings confirm the direct influence of self-determined interaction on customer experience and the direct effects of these two constructs on participants’ attitudes toward and satisfaction with the chatbot. The model also supports the mediating roles of customer experience and attitude toward the chatbot. Practical implications This paper offers managers a broad understanding of individuals’ interactions with chatbots through three elements: motivation to use chatbots, experiential responses and individuals’ valuation of whether the interactions have amplified (or limited) the outcomes obtained from the experience. Originality/value This paper contributes to the hospitality and tourism literature with a hybrid approach that reflects on current theoretical developments regarding human- and interaction-centric interpretations of customer experience with chatbots.

Why do consumers become providers? Self-determination in the sharing economy

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Bodo Lang ◽  
Joya Kemper ◽  
Rebecca Dolan ◽  
Gavin Northey
Keyword(s):  
Design Methodology ◽  
Self Determination Theory ◽  
Sharing Economy ◽  
Self Determination ◽  
Psychosocial Needs ◽  
Extrinsic Factors ◽  
Content Type ◽  
Intrinsic Motivations ◽  
Nuanced Understanding ◽  
Practical Implications

PurposeThe purpose of this paper is to explore why and how sharing economy users switch from consumer (e.g. Airbnb guest) to provider (e.g. Airbnb host), and how this helps enrich self-determination theory.Design/methodology/approachThe authors conducted an exploratory study with users who had been consumers (i.e. Airbnb guests) and had switched to being providers (i.e. Airbnb hosts).FindingsConsumers switch to being providers across four phases: “catalysts”, “enablers”, “drivers” and “glue”. The authors identify various extrinsic and intrinsic motivations unique to the switch and map these against motivators postulated by self-determination theory.Research limitations/implicationsThe authors propose a four-phase process through which consumers become providers. The present study enriches self-determination theory by showing how users' psychosocial needs are addressed through a variety of intrinsic and extrinsic factors that are unique to the role switch. The authors further show how the importance of the three key psychosocial self-determination needs varies through the switch process, thus providing a more nuanced understanding of users' drive for self-determination.Practical implicationsThis study offers several recommendations to help sharing economy platforms improve their processes and communication to encourage a greater number of consumers to switch roles and become providers. These recommendations address two aspects: (1) encouraging consumers to switch roles and become providers (i.e. acquisition) and following this (2) encouraging providers to continue to perform that role (i.e. retention).Originality/valueMuch research has investigated why users become consumers (e.g. Airbnb guests) or providers (e.g. Airbnb hosts) in the sharing economy. However, research to date has not fully embraced the two-sided nature of the sharing economy. Therefore, this is the first paper to explore why and how consumers switch roles and become providers in the sharing economy, and how this helps enrich self-determination theory.

scholarly journals Work-nonwork conflict: an urgent situation for Brazilian women

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Érica Custódia de Oliveira ◽  
Tania Casado
Keyword(s):  
Design Methodology ◽  
Descriptive Statistics ◽  
Men And Women ◽  
Content Type ◽  
Aging Society ◽  
New Family ◽  
Individual Choices ◽  
Probabilistic Sample ◽  
Practical Implications ◽  
Broad Understanding

Purpose Going further on a broad understanding of nonwork besides family, this study aims to analyze differences between women and men considering work-nonwork conflict (WNWC) in the Brazilian context, investigating time spent in eight nonwork dimensions and the dimensions more affected. Design/methodology/approach The study was quantitative and descriptive. A survey was conducted, based on a validated WNWC scale. The sample consisted of 338 professionals working in Brazil. Data analysis was conducted through descriptive statistics and analysis of variance. Findings Compared to men, women declare higher levels of WNWC considering the eight nonwork dimensions, present greater differences in stress-based conflicts and in more collective dimensions and have marriage or no children associated with more WNWC. Research limitations/implications The study highlights the need to include more nonwork aspects into career and management studies to influence organizational practices and individual choices. The main limitation is the non-probabilistic sample (results not generalizable). Practical implications Know more about WNWC will help organizations to improve lives by creating practices and a cultural environment to preserve women’s and men’s nonwork times. It may also help people to choose places to work for, matching their nonwork needs. Social implications The study reinforces demands from new family arrangements, more couples in dual-career and an aging society: organizations must prepare to have workers that want or need to dedicate time to other interests besides family or children. Originality/value It goes further on a broad understanding of nonwork besides family to understand WNWC and how it may affect differently men and women.

scholarly journals It’s my choice! Investigating barriers to pro-social blood donating behaviour

2017 ◽  
Vol 35 (2) ◽  
pp. 243-258 ◽  
Author(s):  
Robin Pentecost ◽  
Denni Arli ◽  
Sharyn Thiele
Keyword(s):  
Design Methodology ◽  
Blood Donation ◽  
Self Determination Theory ◽  
Self Determination ◽  
Capital City ◽  
Content Type ◽  
Self Identity ◽  
External Regulation ◽  
Intrinsic Motivations ◽  
International University

Purpose The purpose of this paper is to investigate barriers to pro-social behaviour in the form of blood donating using self-determination theory. Design/methodology/approach Respondents were recruited through intercepts at a major international university and at points within the community in a capital city in Australia. Sampling was conducted over a three-week period resulting in a sample of 617 respondents. Findings Results show intrinsic motivations positively influence intentions towards blood donation, self-identity, and locus of control. Further, despite positively influencing other factors, external regulation positively influenced amotivation indicating the more likely people feel pressured to donate blood, the less likely they will be motivated to donate blood. Originality/value This would suggest one way to influence more people to become donors is to place greater focus on the positive emotional feelings they derive from the act of donating blood and the control they have over that donation. Using external regulation strategy which often suggests people “must” or “have-to” donate blood may be limiting blood donation numbers.

Beyond customer experience models: identifying idiosyncratic perceptions

2018 ◽  
Vol 36 (7) ◽  
pp. 1311-1328
Author(s):  
Michele Gorgoglione ◽  
Umberto Panniello
Keyword(s):  
Design Methodology ◽  
Scientific Research ◽  
Customer Experience ◽  
Personal Factors ◽  
Content Type ◽  
Segmentation Analysis ◽  
Bank Managers ◽  
Cluster Profiles ◽  
A Company ◽  
Practical Implications

Purpose The purpose of this paper is to demonstrate that a deeper analysis of customer experience (CE) can identify idiosyncratic and critical perceptions in the experiences of groups of customers. Design/methodology/approach The methodology that the authors used is made of three main steps: segmentation analysis, profiling and identification of idiosyncratic clusters’ profiles (i.e. those with a CE perception different respect to the whole sample) and among these idiosyncratic clusters, identification of those that may be critical for the business. Findings The authors identified clusters of customers showing significant differences in their perceived experience with respect to the holistic CE model. Nevertheless, a sample of bank managers assessed three cluster profiles among them to be critical signals a company. The identification of these idiosyncratic patterns provides managers with interesting additional insights that would be hidden in a holistic CE model. Practical implications Managers can gain valuable insights of CE from this analysis that should be added to those coming from an holistic CE model. Originality/value This paper contributes to the scientific research in that it extends the knowledge about CE by showing how personal factors can be identified and how drawing additional managerial insights.

Customer self-determination in value co-creation

2020 ◽  
Vol 31 (1) ◽  
pp. 83-111
Author(s):  
Lenna V. Shulga ◽  
James A. Busser
Keyword(s):  
Experimental Design ◽  
Competitive Advantage ◽  
Design Methodology ◽  
Well Being ◽  
Self Determination Theory ◽  
Self Determination ◽  
Factorial Experimental Design ◽  
Content Type ◽  
Dominant Logic ◽  
A Company

PurposeThe purpose of this study is to deepen the understanding of consumers value collaboration with a service provider, specifically, how consumer self-determination affects value co-creation outcomes.Design/methodology/approachSelf-determination theory (SDT) need-based motivational factors were operationalized in co-creation as commitment to resources (autonomy), feedback (competence) and collectives (relatedness). A between–within factorial experimental design (3 × 2 × 4) was conducted using online scenarios depicting value co-creation in a destination resort setting. Respondents were randomly and equally assigned to strong and weak SDT factor conditions. Next, they were exposed to scenarios depicting four types of value co-creation: co-innovation, co-creation of marketing, co-creation of experience and co-recovery, followed by an assessment of their co-created value (CCV), well-being, satisfaction and service advantage perceptions.FindingsResults revealed that overall strong SDT conditions produce better outcomes. Consumers’ relatedness showed the strongest difference between strong and weak SDT conditions on the CCV dimensions. Further analysis revealed that autonomy and relatedness are crucial for collaboration. CCV meaningfulness is central for customers to improve their well-being, satisfaction and competitive advantage perceptions through co-creation.Originality/valueThe study contributes to a line of research on successful voluntary value co-creation processes between consumers and a company. The integration of service-dominant logic (SDL), axiology of value (AOV) and SDT, uniquely operationalized as commitment to resources as autonomy, feedback as competence and co-creation collective as relatedness offers a better understanding of how customers appraise the dimensions of CCV and outcomes of well-being, satisfaction and competitive advantage.

Why do online grocery shoppers switch or stay? An exploratory analysis of consumers’ response to online grocery shopping experience

2019 ◽  
Vol 47 (12) ◽  
pp. 1300-1317 ◽  
Author(s):  
Reema Singh
Keyword(s):  
Critical Incident ◽  
Design Methodology ◽  
Current Knowledge ◽  
Customer Experience ◽  
Grocery Shopping ◽  
Intention To Stay ◽  
Content Type ◽  
Psychological States ◽  
Shopping Experience ◽  
Practical Implications

Purpose The purpose of this paper is to add to current knowledge of online customer experience (OCE) by examining various drivers and outcomes of online grocery shopping experience that can help researchers and retailers answer the pressing question: “Why do online grocery customers stay or switch?” Design/methodology/approach This study applied netnography and critical incident analysis to a pool of 1,004 reviews captured from forum and review sites dedicated to online grocery shopping. Findings Two broad dimensions of OCE, four attributes and 13 factors corresponding to shoppers’ psychological states and their utilitarian and hedonic orientations emerged from the data analysis. The proposed framework, containing these four attributes and corresponding 13 factors, captures the consumers’ intention to stay with the current retailer or switch. Research limitations/implications The study contributes to existing knowledge of OCE by providing a dynamic and yet holistic framework that encompasses experiential states and utilitarian or hedonic orientations in an online grocery context. Although its contributions are valuable to both researchers and practitioners, further quantitative analysis is needed to validate the findings. Practical implications In addition to providing superior customer experience by implementing the various drivers of OCE identified here, online grocery retailers can use the study findings as a strategic guide toward building a frictionless and pleasurable shopping experience. Originality/value The study employs netnography and critical incident technique to identify experiential attributes such as reliability, responsiveness, return and refund, which are unique OCE attributes in online grocery, a relatively unexamined field of retailing.

Heeding a missing link between field managers’ monitoring styles and salespersons’ performance in pharmaceutical selling context

2020 ◽  
Vol 14 (3) ◽  
pp. 425-443
Author(s):  
Faheem Ahmad Khan ◽  
Khuram Shafi ◽  
Amer Rajput
Keyword(s):  
Work Environment ◽  
Design Methodology ◽  
Self Determination Theory ◽  
Self Determination ◽  
Content Type ◽  
Pharmaceutical Sales ◽  
Pharmaceutical Firms ◽  
Healthy Work ◽  
The Relationship

Purpose The purpose of this study is to reveal important insights by examining the relationships of two different field managers’ monitoring styles with performance through salespersons’ engagement. Design/methodology/approach Data was collected from 318 salespersons’ from 20 pharmaceutical firms. Given the performance-driven nature of the pharmaceutical sales profession, field managers seek to adopt the best monitoring style, which can optimize individual’s performance while providing a healthy work environment. Findings The results from multivariate analysis show the evidence of positive relationship between interactional monitoring and salespersons’ engagement. The results also confirm that engagement partially mediates the proposed relationships. Originality/value Authors assimilate and extend research and theory on field managers’ monitoring, salespersons’ performance and salespersons’ engagement to advance a model of salespersons’ reactions to different monitoring styles based on self-determination theory. Perhaps in no other field, the salespersons-field managers’ relationship is as important as in the field of pharmaceutical selling. The study offers insights about the important consequence of two different monitoring styles; also the study is one of the exceptional efforts to provide evidence regarding the role of engagement in the relationship between two different monitoring styles and salespersons’ performance.

Self-determination theory and individuals’ intention to participate in donation crowdfunding

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Anwar Allah Pitchay ◽  
Noha Mamdouh Aboue Eliz ◽  
Yuvaraj Ganesan ◽  
Al-Amin Mydin ◽  
Ririn Tri Ratnasari ◽  
...  
Keyword(s):  
Design Methodology ◽  
Online Survey ◽  
Driving Forces ◽  
Sense Of Self ◽  
Self Determination Theory ◽  
Self Determination ◽  
Content Type ◽  
Intention To Participate ◽  
Self Worth ◽  
Donation Intention

Purpose This study aims to examine the factors that affect individuals’ intention of participating in donation crowdfunding in the context of Oman. Design/methodology/approach This study used the self-determination theory. A total of 250 respondents from Oman participated. The data is collected by online survey and analyses by using the partial least squares technique. Findings The results illustrate that sense of self-worth, perceived donor effectiveness and moral obligation positively affect donation intention (DI) towards crowdfunding projects. Furthermore, subjective norms and perceived behavioural control positively impact individuals’ intention to contribute to donation crowdfunding. Originality/value The results contribute to the literature on donation crowdfunding by identifying the driving forces of individuals’ DI to crowdfunding projects in Oman.

scholarly journals “Respect” and “self-determination” women entrepreneurs’ identities and entrepreneurial discourses

2017 ◽  
Vol 32 (1) ◽  
pp. 66-80 ◽  
Author(s):  
Emilia Fernandes ◽  
Silvana Mota-Ribeiro
Keyword(s):  
Gender Discrimination ◽  
Women Entrepreneurs ◽  
Design Methodology ◽  
Family Businesses ◽  
Self Determination ◽  
Content Type ◽  
Start Up ◽  
The Family ◽  
Practical Implications ◽  
Gender Discourses

Purpose This exploratory study aims to compare how businesswomen with different initial bounds to their businesses resort to gender discourses to construct a shared business identity in group interaction. Design/methodology/approach The study was conducted with two focus groups of Portuguese businesswomen with different initial bounds to their enterprises: those who created their own companies and those who “inherited” family businesses. All the participants of both groups own and manage their businesses. Findings A discourse analysis of the interactions shows that the identities of businesswomen are constrained and produced by different masculinities (authority, professionalism and self-determination) and femininities (restrictive and emancipatory). The interweaving of these gender discourses results in the production of a “respect” identity in the family businesses group and a “self-determination” identity in the start-up businesses group. Practical implications The comparison of the different business identities shared by women with particular business experiences contributes to reflections upon the diversified contours that gender discrimination can undertake, and upon the need of practitioners to adjust the gender policies according to those particular experiences. Originality/value The paper compares and highlights how Portuguese businesswomen with different business backgrounds collectively construct specific and shared business identities that allow them to deal with diverse experiences of gender discrimination and devaluation.

An exploration of motives, constraints and future participation intention in sport and exercise events

2018 ◽  
Vol 8 (5) ◽  
pp. 436-453 ◽  
Author(s):  
Konstantinos Koronios ◽  
Thanos Kriemadis
Keyword(s):  
Design Methodology ◽  
Extrinsic Motivation ◽  
Major Element ◽  
Self Determination Theory ◽  
Self Determination ◽  
Content Type ◽  
Motivation Factors ◽  
Intention To Participate ◽  
Extrinsic Motivators ◽  
Sport And Exercise

Purpose The purpose of this paper is to explore relations among constraints and motivation for running events commitment along with relations among motivation and future commitment intentions. Design/methodology/approach A quantitative approach was utilized for the aim of the present study and 1,944 questionnaires were gathered. The self-determination theory and the categorization among intrinsic and extrinsic motivators as proposed by Alexandris et al. (2002) were utilized and the suggested research tools were selected for the purposes of the study. Findings Intrapersonal constraints found to influence motivation factors while all three motivation factors had a significant effect on continuous participation intentions. Research limitations/implications The experimental data for the present research came from participants in a given running race. As mentioned in the discussion, the distinctive characteristics of running may have affected the examined relations in a way which might not be straightforwardly pertinent to different sports. Additional analysis in various activities is essential for the generalization of the findings. Originality/value This paper provides the context for a discussion. It shows that motivation factors (amotivation, intrinsic and extrinsic motivation) have a significant influence on individuals’ intention to participate in sport and exercise, as well as on their ability to negotiate associated constraints. The large sample is a major element of the originality of this study because adds to the validity of the results.

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