scholarly journals The co-creation experience from the customer perspective: its measurement and determinants

2015 ◽  
Vol 26 (2) ◽  
pp. 321-342 ◽  
Author(s):  
Katrien Verleye
Keyword(s):  
Design Methodology ◽  
New Product ◽  
Customer Experience ◽  
Service Development ◽  
Content Type ◽  
Customer Heterogeneity ◽  
Customer Perspective ◽  
Development Processes ◽  
The Impact ◽  
Insight Into

Purpose – Companies increasingly opt for co-creation by engaging customers in new product and service development processes. The purpose of this paper is to provide insight into the customer experience in co-creation situations and its determinants. Design/methodology/approach – The conceptual framework addresses the customer experience in co-creation situations, and its individual and environmental determinants. To examine the degree to which these determinants affect the customer experience in co-creation situations, the author starts by proposing and testing a multidimensional co-creation experience scale (n=66). Next, the author employs an experiment to test the hypotheses (n=180). Findings – Higher levels of customer role readiness, technologization, and connectivity positively affect different co-creation experience dimensions. The impact of these dimensions on the overall co-creation experience, however, differs according to customers’ expectations in terms of co-creation benefits. Therefore, the author concludes that the expected co-creation benefits determine the importance of the level of customer role readiness, technologization, and connectivity for the co-creation experience. Originality/value – This research generates a better understanding of the co-creation experience by providing insight into the co-creation experience dimensions and their relative importance for customers with different expectations in terms of co-creation benefits. Additionally, this research addresses the implications of customer heterogeneity in terms of expected co-creation benefits for designing co-creation environments, thereby helping managers to generate more rewarding co-creation experiences for their customers.

What makes court-referred mediation effective?

2014 ◽  
Vol 25 (1) ◽  
pp. 21-37 ◽  
Author(s):  
Amira Galin
Keyword(s):  
Design Methodology ◽  
Content Type ◽  
Process And Outcome ◽  
Refusal To Participate ◽  
The Impact ◽  
Practical Implications ◽  
Theoretical Insight ◽  
Insight Into ◽  
Low Rate

Purpose – The purpose of this paper is to obtain insight into court-referred mediation in the Israeli Labor Courts, by analyzing its processes and outcomes, as a function of tactics used by both the disputants and the mediator. Design/methodology/approach – Observation of 103 court-referred mediations, for each of which a detailed process and outcome were documented. Data on disputants' refusal to participate in the mediation was also collected. At the end of each mediation case, disputants were given a questionnaire in which they expressed their satisfaction with the outcome and their evaluation of the mediator's contribution. Findings – A low rate of refusal to participate in court-referred mediation was found. Also, the higher the ratio of soft tactics to pressure tactics employed (by all parties involved) during the process, the higher the rate of agreements. Mediators use significantly more soft tactics than disputants, and are more active in using tactics. The two significant variables that predict the mediation's agreement are the ratio between soft tactics to pressure tactics used by all parties, and mediator contribution to the process. Practical implications – The significant role of soft tactics in the process, outcome, and satisfaction of court-referred mediation may serve as a guideline for disputants and mediators. Originality/value – This unique research, which examines the impact of tactics on court-referred mediation, may provide added and significant theoretical insight into its process and outcome, as well as a better understanding of other “hybrid” (compulsory at the beginning, voluntary at the end) mediations.

scholarly journals Designing for the satisfaction of high-level needs

2014 ◽  
Vol 26 (6) ◽  
pp. 639-649 ◽  
Author(s):  
Petter Stenmark ◽  
Johan Lilja
Keyword(s):  
Customer Satisfaction ◽  
Design Methodology ◽  
Service Innovation ◽  
New Product ◽  
Service Development ◽  
Content Type ◽  
The Creation ◽  
High Level ◽  
Satisfaction Surveys

Purpose – The purpose of this paper is to introduce a methodology that can support the process of understanding and designing for the satisfaction of high-level needs in practice. The satisfaction of high-level needs has seldom been in focus when it comes to customer satisfaction surveys or the process of new product or service development. However, needs do occur on various levels, and the satisfaction of high-level needs actually appears to have the greatest potential for the creation of loyalty among customers and customer satisfaction. The satisfaction of high-level needs has furthermore been pointed out as a strategy for the creation of attractive quality. Design/methodology/approach – The paper is based on literature studies and the application of the Ideation Need Mapping (INM) methodology in a specific case. Findings – The paper presents the INM methodology that could be used for guiding product and service innovation in practice. More specifically, the methodology supports the process of understanding and designing for the satisfaction of high-level needs. Originality/value – This paper aims to contribute to envisioning and demonstrating how the understanding of, and design for, satisfaction of high-level needs can be done in practice.

Customer involvement and new product performance

2016 ◽  
Vol 116 (8) ◽  
pp. 1700-1718 ◽  
Author(s):  
Taiwen Feng ◽  
Di Cai ◽  
Zhenglin Zhang ◽  
Bing Liu
Keyword(s):  
Design Methodology ◽  
New Product ◽  
Product Performance ◽  
Content Type ◽  
Performance Effect ◽  
Customer Involvement ◽  
New Product Performance ◽  
Joint Influence ◽  
The Impact ◽  
The Relationship

Purpose The purpose of this paper is to examine the joint influence of technological newness (TN) and market newness (MN) on the relationship between customer involvement (CI) and new product performance. Design/methodology/approach The authors employed hierarchical moderated regression analysis to test the hypothesized relationships using survey data collected from 214 Chinese manufacturing firms. Findings The authors found that the impact of CI on new product performance varies across the different configurations of TN and MN. Specifically, the performance effect of CI is most positive under low TN and high MN, while the performance effect is least positive under low TN and low MN. Originality/value This study enriches CI research by identifying different configurations of product innovativeness that augment or limit the value of CI.

Applying the EEE customer mindset in luxury: reevaluating customer experience research and practice during and after corona

2020 ◽  
Vol 31 (6) ◽  
pp. 1175-1183 ◽  
Author(s):  
Philipp ‘Phil' Klaus ◽  
Aikaterini Manthiou
Keyword(s):  
Design Methodology ◽  
Customer Experience ◽  
Service Research ◽  
Research Directions ◽  
Content Type ◽  
Research And Practice ◽  
Related Service ◽  
Luxury Industry ◽  
The Impact ◽  
Review Current

PurposeThis paper’s objective is to raise awareness of how customer experience (CX) research, a key construct of modern-day service research, needs to be revisited in view of the pandemic. Particularly, we examine whether CX-related service research constructs, models and frameworks need to be reevaluated during and after the Corona crisis and if so, how and why? Moreover, this paper contributes to CX research by analyzing the customer mindset from three perspectives: emotions, employment and expectations (EEE).Design/methodology/approachWe critically review current CX practices and investigate the impact on how customers perceive services in this time of crisis.FindingsBased on this critical analysis, we discuss implications for research and practice with reference to the example of the luxury industry with its historical emphasis on the CX. This discussion leads to related propositions and research directions through Corona and beyond.Originality/valueWe investigate the current customer mindset in more detail, which we divide into three main themes: emotions, employment and expectations (EEE).

scholarly journals Open access and document supply

2014 ◽  
Vol 42 (4) ◽  
pp. 187-195 ◽  
Author(s):  
Joachim Schöpfel
Keyword(s):  
Open Access ◽  
Future Development ◽  
Service Provision ◽  
Design Methodology ◽  
Service Development ◽  
Legal Compliance ◽  
Interlibrary Loan ◽  
Content Type ◽  
Open Access Journals ◽  
The Impact

Purpose – This paper aims to provide an overview and update of what one actually knows about the impact of open access on inter-lending and document supply. Design/methodology/approach – A review of recent papers, published after the Berlin Declaration on Open Access in 2003. Findings – Everything seems to oppose document supply and open access. Open access has contributed to the recent decline of interlibrary loan (ILL) and document supply requests but is not the only reason and probably not the most important. Open repositories and open-access journals have the potential to substitute ILL and document supply; yet for different reasons, including legal compliance, this substitution remains of limited interest. ILL and document supply institutions have started to integrate open access into their workflow and service provision in different ways, and the paper provides a conceptual framework with some perspectives for further service development. Originality/value – Paradoxically, relatively few papers make the link between open access and document supply, with empirical and/or conceptual elements. This paper proposes a synthesis and opens perspectives for future development and research.

On the impact of market mergers over herding: evidence from EURONEXT

2014 ◽  
Vol 6 (2) ◽  
pp. 104-135 ◽  
Author(s):  
Panagiotis Andrikopoulos ◽  
Andreas Albin Hoefer ◽  
Vasileios Kallinterakis
Keyword(s):  
Risk Factors ◽  
Design Methodology ◽  
Market Volatility ◽  
Herd Behavior ◽  
Content Type ◽  
Common Risk Factors ◽  
The Impact ◽  
First Time ◽  
European Equity ◽  
Insight Into

Purpose – The purpose of this paper is to present and empirically test for the first time the hypothesis that herding in a market increases following the market's merger in an exchange group. Design/methodology/approach – The hypothesis is tested empirically in EURONEXT's four European equity markets (Belgium, France, the Netherlands and Portugal) on the premise of the Hwang and Salmon (2004) measure which allows us insight into the significance, structure and evolution of market herding. Tests are conducted for each market for the period prior to and after its merger into EURONEXT, controlling for a series of variables (market conditions, common risk factors, size) to gauge the robustness of the findings. Findings – Results indicate that, with the exception of Portugal, herding grows in significance, yet declines in momentum post-merger. The authors ascribe the findings to EURONEXT's enhanced transparency (which makes it easier for investors to observe their peers’ trades, thus allowing them to infer and free-ride on their information) and its fast-moving informational dynamics that render herding movements shorter-lived. These results are robust when controlling for various market states and common risk factors, with deviations being observed when controlling for size and market volatility. Originality/value – The study presents results for the first time on the impact of exchange mergers on herd behavior. The authors believe these to constitute useful stimulus for further research on the issue and bear important implications for regulators/policymakers in view of the ongoing proliferation of exchange mergers that has been underway since the 1990s.

Testing the impact of citizen characteristics and demeanor on police officer behavior in potentially violent encounters

2018 ◽  
Vol 41 (1) ◽  
pp. 24-40 ◽  
Author(s):  
Lois James ◽  
Stephen James ◽  
Bryan Vila
Keyword(s):  
Design Methodology ◽  
Laboratory Experiments ◽  
Racial Bias ◽  
Police Legitimacy ◽  
Content Type ◽  
Multi Level ◽  
Race Ethnicity ◽  
Business Clothing ◽  
The Impact ◽  
Insight Into

Purpose The purpose of this paper is to investigate whether citizen characteristics (race/ethnicity and attire) or demeanor predicted how officers interacted in simulation scenarios that could turn violent. Design/methodology/approach Controlled-laboratory experiments were conducted during which police participants (n=50) responded to equivalent numbers of black, white, and Hispanic individuals in multiple branching video scenarios in a use-of-force simulator. Within these scenarios, the attire of on-screen individuals was varied (“street” or “business” clothing) as was their demeanor – individuals were either friendly or confrontational. Each scenario had the potential to end peaceably or turn violent, depending on how the officers treated people in the simulator. Findings Multi-level modeling revealed that neither the race/ethnicity nor the attire of on-screen individuals predicted how officers interacted with them. However, the demeanor of on-screen individuals did – officers were significantly more likely to verbally escalate and end up with a deadly outcome when faced with confrontational individuals (f=3.96; df=1, 558; p<0.05). Research limitations/implications These findings offer important new insight into how fairly officers interact with people during routine encounters that have the potential to turn violent, and what this means for perceptions of police legitimacy, procedural justice, and allegations of racial bias. Originality/value This is the first laboratory study to test the impact of citizen characteristics and demeanor on how officers escalate and de-escalate encounters.

How IT integration and relational ties affect innovation performance: considering the moderating roles of relationship duration and institutional distance

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Shaobo Wei ◽  
Hua Liu
Keyword(s):  
Design Methodology ◽  
Innovation Performance ◽  
Institutional Distance ◽  
Matched Pair ◽  
Regression Analyses ◽  
Content Type ◽  
Relationship Duration ◽  
It Integration ◽  
The Impact ◽  
Insight Into

Purpose This study aims to investigate how information technology (IT) integration and relational ties between a firm and its supplier influence its innovation performance and how such relationships are moderated by relationship duration and institutional distance between the firm and its supplier. Design/methodology/approach Based on 153 matched-pair surveys of firms in China, the authors used regression analyses to test their hypotheses. Findings The authors find that IT integration and relational ties with the supplier significantly improve the firm’s innovation performance. Further, the authors find that relationship duration negatively moderates the impact of relational ties on innovation performance. Institutional distance negatively moderates the impact of IT integration, yet positively moderates the impact of relational ties on innovation performance. Originality/value This study provides a more nuanced insight into relational and institutional boundary conditions under which IT integration and relational ties affect innovation performance.

scholarly journals Customer heterogenity in the development of e-loyalty

2015 ◽  
Vol 9 (3) ◽  
pp. 190-213 ◽  
Author(s):  
Raquel Chocarro ◽  
Monica Cortiñas ◽  
Maria Luisa Villanueva
Keyword(s):  
Structural Equation ◽  
Structural Equation Models ◽  
Unobserved Heterogeneity ◽  
Empirical Estimation ◽  
Content Type ◽  
Customer Heterogeneity ◽  
Online Shoppers ◽  
Development Processes ◽  
Post Hoc ◽  
The Impact

Purpose – The purpose of this study is to identify customer-specific differences in a general model of e-loyalty taking into account the existence of unobserved heterogeneity. Specifically, this paper aims to test for the presence of customer heterogeneity; assess the impact of potential bias when there is no control for heterogeneity; analyse the distinct customer segments that emerge from the empirical estimation of the model; and describe the segments by their demographic and psychological characteristics. Design/methodology/approach – Panel data from a survey of online shoppers are used in a post hoc segmentation method, which will enable us to identify segments, while estimating the parameters by means of structural equation models. Findings – Three distinct consumer segments emerge. The relative importance of e-loyalty and e-satisfaction is significantly determined by consumers’ shopping styles. Originality/value – This study highlights the need to consider unobserved customer heterogeneity when attempting to explain satisfaction and loyalty development processes in the retail context in general and e-commerce in particular. To the authors’ knowledge, this is the first time this approach has been used to analyse the impact of customer heterogeneity on e-satisfaction and e-loyalty.

Service development in small companies: a communication and learning process

2014 ◽  
Vol 21 (3) ◽  
pp. 489-504 ◽  
Author(s):  
Patrik Gottfridsson
Keyword(s):  
Design Methodology ◽  
Qualitative Method ◽  
Development Process ◽  
Service Development ◽  
Small Companies ◽  
Content Type ◽  
Traditional Service ◽  
Development Processes ◽  
Development Area ◽  
Development Literature

Purpose – The purpose of this paper is to improve the understanding of how individually designed services are actually developed in small companies. Design/methodology/approach – This study focuses on a small number of enterprises over a relatively long period. The study has been using a qualitative method based on repeated interviews. Findings – The findings in this study show that there is no such thing as formal and/or structured development processes within the companies that were studied. The development process is more focused on how to, in an informal way, get hold of knowledge and other resources that are needed in order to create the new service. The development process can therefore be described as an intellectual and interactive process that involves cooperation within and between a changing set of actors and intervening parties, who all strive to create the knowledge that is needed in order to form new service offerings. Originality/value – The main contribution of this study is to bring new perspectives into the service development area, and thereby highlight other aspects that the traditional service development literature has been focusing on, i.e. intra-organisation service development.

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