In or out? A field observational study on the placement of entertaining robots in retailing

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Laurens De Gauquier ◽  
Malaika Brengman ◽  
Kim Willems ◽  
Hoang-Long Cao ◽  
Bram Vanderborght
Keyword(s):  
Performance Metrics ◽  
Longitudinal Research ◽  
Service Robots ◽  
Video Observation ◽  
Cognitive State ◽  
Content Type ◽  
Point Of Sale ◽  
Point Of Purchase ◽  
Retail Services

PurposeThe purpose of this paper is to empirically investigate the role of the placement (i.e. location) of humanoid service robots (HSRs) for entertainment applications in retailing by inspecting a multitude of performance metrics along the point-of-sale conversion funnel.Design/methodology/approachThe study was conducted using unobtrusive observations at a Belgian chocolate store. In total, 42 h of video observation material was collected and analyzed, with an even spread over three conditions: (1) an HSR placed outside, (2) an HSR inside the store and (3) a control condition (no robot stimuli). All passersby and their interactions with the robot and the store were systematically coded and compared.FindingsThe study found that the better placement of HSRs (inside or outside the store) is contingent on the goals the retailer prioritizes. When the goal is to create awareness and interest toward the store, the HSR should be placed outside, as it has double the stopping power. To induce consumers to enter the store, placement of the HSR inside the store is the better option. Ultimately, however, in terms of the number of transactions and total amount spent, outside placement of the HSR outperforms inside placement.Research limitations/implicationsThis study was not able to verify the internal emotional/cognitive state of the passersby, as the method relied on unobtrusive camera observations. A longitudinal research design would be desirable to exclude potential bias due to the novelty effect.Originality/valueWhile research on robots in retail services is emerging, this study is the first to provide insights on how retailers can decide on the placement of robots inside or outside the store, depending on the particular goals they are aiming to reach at the point of purchase.

scholarly journals The interplay between product and retail service meaning

2020 ◽  
Vol 49 (1) ◽  
pp. 105-120
Author(s):  
Federico Artusi ◽  
Emilio Bellini
Keyword(s):  
Design Methodology ◽  
Industry Data ◽  
Content Type ◽  
Study Approach ◽  
Retail Service ◽  
Retail Services ◽  
Retail Format ◽  
Different Sources

PurposeThe innovation of meaning paradigm is a strategy to radically innovate product and service meanings. While researchers have focussed on the role of product and retail space meanings as interlinked in the pursuit of innovation, no investigation has been directed towards understanding when the two meanings differ. This research explores how companies can manage two different meanings offered through their retail services and the products sold.Design/methodology/approachDue to the highly intangible and subjective nature of meaning, as well as the exploratory aim of the research, a case study approach has been adopted. In particular, the research compares two case studies of similar companies in the beauty industry. Data were triangulated across three different sources: a panel of experts, ethnographic research in the two companies' stores and extensive academic and practitioner publications.FindingsFindings suggest that innovating the service meaning can be a viable strategy to differentiate a retail offering the product meaning which is no longer perceived as different with respect to competitors.Originality/valueThe study applies the innovation of meaning concept to retail services, distinguishing the meaning given to the store from that given to products, thereby offering managers a strategy to innovate a suffering retail format.

Culturally relevant constructionist design: exploring the role of community in identity development

2020 ◽  
Vol 121 (11/12) ◽  
pp. 847-867
Author(s):  
Sawaros Thanapornsangsuth ◽  
Nathan Holbert
Keyword(s):  
Identity Development ◽  
Low Income ◽  
Culturally Relevant ◽  
Performance Metrics ◽  
Community Members ◽  
Content Type ◽  
Maker Education ◽  
First Case ◽  
Cultural Connections

Purpose Many initiatives seek to engage children in maker education. However, there is a paucity of research examining children’s engagement in making in low-income formal school settings. Likewise, little work has been done to explore the transformative perspectives of both the children and the people around them. This study aims to explore a Culturally Relevant Constructionist Design framework that emphasizes making as a way of building connections to ones’ community. The participants’ shifting perspectives and receptivity in engaging in maker activities that involve making inventions for their community, inspired by the nation’s most beloved figure, King Bhumibol are evaluated. Design/methodology/approach This study investigates fourth-grade students, a teacher and community members around a public school in Thailand. Using qualitative research methods, data collection includes interviews, field notes observation, photos and videos of the sessions. This paper presents three case studies that represent the shifting perspectives and receptivity of teachers, community members and students through engaging in making experience. The first case illustrates the ways in which building for others supports the students’ formation of an identity of a creator. The two cases describe a teacher and a community member who developed new-found perceptions of students as valuable contributors to the community. Findings The findings highlight making inventions for the community as ways to connect teachers, community members and students together. The study also identifies key perceptions and experiences that empower students’ as contributors to their community. Through the process of making, the teacher and the community members also developed new-found positive perspectives of the students. Particularly, they viewed the students beyond traditional school performance metrics, and considered their other latent abilities. Practical implications This study discusses these findings in light of previous research on maker education especially in low-income communities. It also showcases the role of making for the betterment of the community as a tool for engendering change in schools and empowering students to design and make personally and socially meaningful projects. The study also highlights how design-based research carried out in the international context, particularly in Thai locality and classrooms. Originality/value This study argues against the deficit lens that assumes a low sense of expectation for what students from lower-income schools can do. Students hold unique worldviews that lead them to create innovations relevant to their local and cultural needs. The study addresses this gap by designing a framework that emphasizes making relevant cultural connections to students’ communities. The study also showcases maker-centered experiences that enable students to express their ideas, to cultivate relationships, to help others and to see themselves in new ways. The perspectives of the participants hold implications beyond the predominant focus of maker education initiatives.

Effects of employees’ career competencies development on their organizations

2014 ◽  
Vol 19 (6) ◽  
pp. 700-717 ◽  
Author(s):  
Chen Fleisher ◽  
Svetlana N. Khapova ◽  
Paul G.W. Jansen
Keyword(s):  
Career Satisfaction ◽  
Longitudinal Research ◽  
Third Wave ◽  
Quantitative Investigation ◽  
Content Type ◽  
Competencies Development ◽  
Practical Implications ◽  
Boundaryless Careers ◽  
Career Competencies

Purpose – This paper examines the effects of the development of employees’ career competencies (knowing-why, knowing-how, and knowing-whom) on the employing organization and assesses the role of career satisfaction in this relationship. The purpose of this paper is to contribute to research on the consequences of employees’ boundaryless careers. Design/methodology/approach – The study involves a two-wave quantitative investigation of alumni of a large public university in the Netherlands. Findings – The results suggest that by investing in the development of their career competencies, employees contribute to organizational culture, capabilities, and connections. However, these contributions depend on employees’ level of perceived career satisfaction. If employees are satisfied with their careers, they contribute more to their organizations. Research limitations/implications – Further longitudinal research, strengthened by an additional, third wave of data collection, is needed to replicate the present findings. Practical implications – The study highlights the importance of employees’ career development for organizations. Originality/value – This study is the first empirical investigation of the link between the development of employees’ career competencies and employees’ contributions to their employers and one of a few studies that examines career satisfaction as a moderating variable.

Self-reflection as a mediator between self-efficacy and well-being

2016 ◽  
Vol 31 (1) ◽  
pp. 18-33 ◽  
Author(s):  
Inge van Seggelen - Damen ◽  
Karen van Dam
Keyword(s):  
Job Satisfaction ◽  
Emotional Exhaustion ◽  
Self Efficacy ◽  
Longitudinal Research ◽  
Well Being ◽  
Self Report ◽  
Equation Modeling ◽  
Content Type ◽  
Self Reflection

Purpose – How does self-efficacy affect employee well-being? The purpose of this paper is to increase insight in the underlying process between employee self-efficacy and well-being at work (i.e. emotional exhaustion and job satisfaction) by investigating the mediating role of employees’ engagement in reflection and rumination. Design/methodology/approach – A representative sample of the Dutch working population (n=506) filled out an online questionnaire. Structural equation modeling was used to test the measurement model and research model. Findings – As predicted, self-efficacy was significantly related to emotional exhaustion and job satisfaction. Rumination mediated the self-efficacy-exhaustion relationship. Reflection did not serve as a mediator; although reflection was predicted by self-efficacy, it was unrelated to exhaustion and job satisfaction. Research limitations/implications – This cross-sectional study was restricted to self-report measures. Longitudinal research is needed to validate the findings and to further investigate the relationship between reflection and rumination. Practical implications – Organizations might try to support their employees’ well-being through interventions that strengthen employees’ self-efficacy, and prevent or decrease rumination. Originality/value – This study increases the understanding of the role of reflection and rumination at work. The findings indicate that self-reflection can have positive as well as negative outcomes.

scholarly journals Dynamics of the ideal self

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Richard Boyatzis ◽  
Udayan Dhar
Keyword(s):  
Longitudinal Research ◽  
Dynamic Theory ◽  
Future Research ◽  
Ideal Self ◽  
Content Type ◽  
Time Dynamic ◽  
Psychology Literature ◽  
Learning And Change ◽  
The Ideal

PurposeThe ideal self has had a place in management literature in recent years with reference to identity and role change. However, except for a JMD article in 2006, there has been little theorizing on the ideal self, which is often treated as a static construct. The purpose of this article is to update and refine the concept and explain the dynamic nature of the construct.Design/methodology/approachThis conceptual paper is based on a review of the recent management and psychology literature related to the ideal self and its components.FindingsThe authors propose a dynamic theory of the emerging ideal self and delineate how its components evolve over time.Research limitations/implicationsThe ideal self, or one's personal vision, is a major motivator of learning and change and the sustainability of such efforts. The time dynamic theory would encourage and guide longitudinal research using better variables and measures as well as help in conceptualizing the role of socialization, social identity and life/career stages.Practical implicationsWith a better theory of the ideal self, trainers, consultants, coaches and teachers can help people update their deep sense of purpose and the sustaining driver of learning and change the ideal self. It could help people and organizations address a major determinant of engagement.Originality/valueThis theory offers a temporal understanding of how the ideal self can motivate learning and change at different life and career eras, which can help in designing future research on identity-related transitions.

When the going gets tough

2019 ◽  
Vol 27 (4) ◽  
pp. 1239-1255
Author(s):  
Lorena R. Perez-Floriano ◽  
Jorge A. Gonzalez
Keyword(s):  
Job Performance ◽  
Work Stress ◽  
Police Officers ◽  
Risk Perceptions ◽  
Work Performance ◽  
Performance Metrics ◽  
Negative Relationship ◽  
Transactional Model ◽  
Content Type

Purpose Integrating the transactional model of stress with risk analysis perspectives and death awareness theory, this paper aims to explore how job-related risks and the experience of a critical job injury influence work stress and withdrawal intentions for workers in dangerous occupations, as well as the relationship between stress and job performance. Design/methodology/approach The study relies on survey and archival data from Mexican police officers, taking into account the occupational and national context. Findings The results showed differences between officers who had or had not been injured in the line of duty and a complex stress-performance relationship for the former group. Officers who had been injured reported higher job-related risks and work stress. Also, for them, work stress had a direct, positive relationship with job performance, as well as an indirect, negative relationship with such outcome through work withdrawal intentions. Research limitations/implications The uniqueness of the setting may present problems with generalisability, but the study provides a rich contextual description to guide scholars and practitioners. The complex work stress – job performance relationship implies that managers can assess and use workers’ construction of danger and risk to improve their work performance, but that they should be mindful of potential adverse repercussions on work withdrawal. Originality/value The study informs the transactional model of stress and the monolithic model of police culture, affirms the role of perception of resources to manage risk and stress in dangerous occupations, introduces the role of mortality cues in shaping risk perceptions and points to the benefits of performance metrics in risk and work stress research.

Developing a holistic understanding of consumers’ experiences

2019 ◽  
Vol 53 (10) ◽  
pp. 2054-2079
Author(s):  
Marlon Dalmoro ◽  
Giuliana Isabella ◽  
Stefânia Ordovás de Almeida ◽  
João Pedro dos Santos Fleck
Keyword(s):  
Product Evaluation ◽  
Video Observation ◽  
Consumer Experience ◽  
Consumer Evaluations ◽  
Content Type ◽  
Consumer Responses ◽  
Holistic Understanding ◽  
Multi Method Approach ◽  
Physical Comfort

Purpose This paper aims to investigate how the physical and sensory environmental triggers interact with subjective consumer evaluations in the production of shopping experiences, an under-investigated theme, despite its relevance. Design/methodology/approach An interpretative multi-method approach was used by combining video observation with camera eyeglasses and in-depth interviews with 30 customers of a department store. Findings Results offer a holistic framework with four-dimensional axial combination involving physical comfort, psychological comfort, physical product evaluation and sensorial product evaluation. Based on this framework, results highlight the role of comfort and products in producing shopping experience in ordinary store visits. Research limitations/implications The findings contribute both to consumer experience studies and to the retail marketing literature in shading a light on experience production in ordinary store visits. Specifically, we detail these visits not as a static response to a given environment stimulus, but as a simultaneous objective and subjective combination able to produce experience. Practical implications The results encourage managers to understand the experience production not just as an outcome of managerially influenced elements, like décor or odor. It involves considering subjective elements in the design of consumers’ physical and sensorial retail experiences. Originality/value Adopting an innovative method of empirical data collection, results generated a framework that integrates the objective shopping environment and subjective consumer responses. This research considers the role of comfort and product features and quality both physically and sensorially to develop experiences in a holistic manner in ordinary shopping visits.

Exploring key factors influencing customer behavioral intention in robot restaurants

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Xinhua Guan ◽  
Jinhong Gong ◽  
Mingjie Li ◽  
Tzung-Cheng Huan
Keyword(s):  
Service Delivery ◽  
Behavioral Intention ◽  
Structural Equation ◽  
Negative Attitude ◽  
Individual Characteristics ◽  
Service Robots ◽  
Equation Modeling ◽  
Content Type ◽  
The Impact

Purpose The purpose of this study is to explore the impact of the robot restaurant servicescape and robot service competence (RSC) on customers’ behavioral intentions and to analyze the mediating role of hedonic value (HV) and utilitarian value (UV) in these relationships and the moderating role of individual characteristics. Design/methodology/approach This research involves seven constructs to be measured, namely, servicescape, RSC, negative attitude toward robots (NAR), openness to change (OC), HV, UV and behavioral intention. This research selects Foodom robot restaurants, located in Shunde and Guangzhou of China, as the research site, and the research objects are customers having dinner in the restaurant. A total of 485 valid data was collected. Structural equation modeling was used to analyze the data, verify the proposed research model, and test the research hypotheses. Findings The study finds that servicescape and RSC improve customer behavioral intention. Additionally, HV and UV mediate the influence of servicescape and RSC on customer behavioral intention. Moreover, OC negatively moderates the influence of servicescape on UV and that a NAR negatively moderates the influence of RSC on HV. Originality/value Through carefully design of servicescape and the improvement in service capabilities of robots, the original service delivery dominated by frontline service personnel can be transformed into service delivery dominated by service robots, which is conductive to providing a pleasant and unforgettable experience for customers.

The service triad: an empirical study of service robots, customers and frontline employees

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Gaby Odekerken-Schröder ◽  
Kars Mennens ◽  
Mark Steins ◽  
Dominik Mahr
Keyword(s):  
Empirical Study ◽  
Social Presence ◽  
Service Robots ◽  
Service Robot ◽  
Equation Modeling ◽  
Frontline Employees ◽  
Content Type ◽  
Casual Dining ◽  
Utilitarian Value

PurposeRecent service studies suggest focusing on the service triad consisting of technology-customer-frontline employee (FLE). This study empirically investigates the role of service robots in this service triad, with the aim to understand the augmentation or substitution role of service robots in driving utilitarian and hedonic value and ultimately customer repatronage.Design/methodology/approachIn study 1, field data are collected from customers (n = 108) who interacted with a service robot and FLE in a fast casual dining restaurant. Structural equation modeling (SEM) is used to test hypotheses about the impact of service robots' anthropomorphism, social presence, value perceptions and augmentation opportunities in the service triad. In study 2, empirical data from a scenario-based experimental design (n = 361) complement the field study by further scrutinizing the interplay between the service robot and FLEs within the service triad.FindingsThe study provides three important contributions. First, the authors provide empirical evidence for the interplay between different actors in the “customer-FLE-technology” service triad resulting in customer repatronage. Second, the empirical findings advance the service management literature by unraveling the relationship between anthropomorphism and social presence and their effect on perceived value in the service triad. And third, the study identifies utilitarian value of service robots as a driver of customer repatronage in fast casual dining restaurants.Practical implicationsThe results help service managers, service robot engineers and designers, and policy makers to better understand the implications of anthropomorphism, and how the utilitarian value of service robots can offer the potential for augmentation or substitution roles in the service triad.Originality/valueBuilding on existing conceptual and laboratory studies on service robots, this is one of the first field studies on the service triad consisting of service robots – customers – frontline employees. The empirical study on service triads provides evidence for the potential of FLEs to augment service robots that exhibit lower levels of functional performance to achieve customer repatronage. FLEs can do this by demonstrating a high willingness to help and having excellent interactions with customers. This finding advocates the joint service delivery by FLE – service robot teams in situations where service robot technology is not fully optimized.

scholarly journals Entrepreneurs contextualisation of culture a national setting

2020 ◽  
Vol 26 (8) ◽  
pp. 1661-1683
Author(s):  
Rana Zayadin ◽  
Antonella Zucchella ◽  
Nisreen Ameen ◽  
Craig Duckworth
Keyword(s):  
Longitudinal Research ◽  
Economic Value ◽  
Cultural Factors ◽  
Entrepreneurial Activity ◽  
Implicit Assumption ◽  
Opportunity Identification ◽  
Content Type ◽  
Entrepreneurial Behaviour ◽  
Policy Level

PurposeThe purpose of this study is to capture the variation in entrepreneurs' understandings and experiences through which they contextualise cultural factors within a national setting to articulate how they use their knowledge and social capabilities to advance their activity.Design/methodology/approachThis study adopts an interpretivist approach through which culture is investigated at the individual level. Phenomenography is used as a methodology to capture the variation in the entrepreneurs own understanding and experiences of the cultural factors.FindingsThe findings introduce four different understandings and eight experiences to explore how entrepreneurs contextualise culture in their environment. The findings present a change in the role of culture in influencing entrepreneurial social capabilities and confidence; and a change in the local culture from collectivism to individualism. Furthermore, the findings show how entrepreneurs use their knowledge, experience and understanding to achieve socially driven acts to pursue economic value, integration and acceptance.Research limitations/implicationsWe encourage further research in the Middle-East region to examine the model and identify other factors that affect entrepreneurial behaviour, including the important developments with regard to women entrepreneurs. While Jordan has embarked on introducing policy level changes to support entrepreneurship, the findings report that the culture of collectivism is changing. This requires a longitudinal research to capture the change and its implication on entrepreneurial activity in Jordan and its impact on unemployment and economic value.Practical implicationsIn terms of practical contribution, the study introduces a policy level contribution by answering the question presented by the GEM report (2014) pointing out the high entrepreneurial opportunity identification in Jordan, yet the country has the lowest entrepreneurial activity in the region. Although the report pointed out issues in policy and institutional support the role of culture was not addressed. The study recommendation is to celebrate and entrepreneurial activity and introduce entrepreneurial studies at schools to influence a positive change.Social implicationsWe addressed some of the several calls to further investigate and understand the role of culture, how entrepreneurs contextualise it (Foss and Klein, 2012; Garud et al., 2016; Zahra et al., 2014; Welter et al., 2019). Our research provides a fertile ground for further enquiries that pose questions such as “What other factors do entrepreneurs contextualise in their environment?” and “how these factors are contextualised?” The use of phenomenography as an interpretive methodology might therefore assist in revealing further shared understandings of the variation in entrepreneurs' behaviours. Further research on capturing “understanding” presents the complex forms of interactions and mechanism in the cognitive world of the entrepreneurs (Barandiaran et al., 2009; Brannback and Carsrud, 2016).Originality/valueIn this study, phenomenography has enabled new insights into the multiplicity and idiosyncratic role of culture within a national setting and introduces a model of social capability and integration which capture the contextualisation of cultural factors. The study contributes to entrepreneurship literature as follows: first, the implicit assumption in this research is that culture is an active construct that entrepreneurs understand, experience and also influence; second, the variation in entrepreneurs' outcomes is based on their subjective and personal understandings which form the ways of contextualisation. Third, the variation in understanding and experiences captures the different ways entrepreneurs use their social capabilities to achieve integration and economic value.

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