Mixed emotions and credence service use: insights from at-risk gamblers

2021 ◽  
Vol 35 (6) ◽  
pp. 740-754
Author(s):  
Svetlana De Vos ◽  
Roberta Crouch ◽  
Pascale Quester ◽  
Jasmina Ilicic
Keyword(s):  
At Risk ◽  
Service Use ◽  
Positive Impact ◽  
Individual Characteristics ◽  
Service Research ◽  
Content Type ◽  
Tolerance Of Ambiguity ◽  
Phase Study ◽  
Vulnerable Consumers ◽  
Credence Services

Purpose This paper aims to explore the power of appeals based on fear mixed with challenge co-designed with vulnerable consumers in motivating the use of credence services. Design/methodology/approach A qualitative phase (Study 1), comprising focus groups of self-identified at-risk gamblers, revealed a series of conceptual themes for advertising stimuli that were then tested empirically (Study 2) on the likelihood to use credence services in a gambling context. Individual characteristics such as tolerance of ambiguity were also tested for their potential moderating influence. Findings In comparison to appeals based on single emotions, fear mixed with the challenge has a significantly stronger impact on intentions to use credence services in at-risk gamblers. Findings confirm the indirect positive impact of fear mixed with the challenge via sequential mediators of involvement with advertising and attitude towards credence service advertising. The moderating role of tolerance of ambiguity on credence service use intentions was confirmed. Originality/value The potential of a fear mixed with challenge appeal to motivate vulnerable consumers to seek credence services has not been investigated to date. The findings contribute to both the transformative service research and advertising literature streams by providing valuable insights into promotional campaigns aimed at vulnerable consumers such as at-risk gamblers.

scholarly journals Co-designing services with vulnerable consumers

2017 ◽  
Vol 27 (3) ◽  
pp. 663-688 ◽  
Author(s):  
Timo Dietrich ◽  
Jakob Trischler ◽  
Lisa Schuster ◽  
Sharyn Rundle-Thiele
Keyword(s):  
Education Program ◽  
User Involvement ◽  
Service Design ◽  
Service Research ◽  
Future Research ◽  
Design Framework ◽  
Alcohol Education ◽  
Content Type ◽  
Study Approach ◽  
Vulnerable Consumers

Purpose The purpose of this paper is to investigate how vulnerable consumers can be involved in transformative service design and how this approach may enhance the design of such services. The study also analyzes how co-design with vulnerable consumers differs from existing user involvement processes with the purpose of developing a co-design framework. Design/methodology/approach A case study approach was employed, with six high schools in Australia identified as sites to conduct co-design sessions for a school-based alcohol education program. Adolescents were invited to review and (re)design an existing alcohol education program. Findings The study indicates that co-design with vulnerable consumers cannot be approached in the same way as conventional user involvement processes. Based on the insights generated from six co-design sessions as well as the examination of user involvement and co-design literature, the authors propose a six-step co-design framework. The six steps comprise resourcing, planning, recruiting, sensitizing, facilitation and evaluation. Research limitations/implications The co-design framework illustrates important differences to conventional user involvement processes. However, the generalizability of the research findings is limited to a specific study setting and a narrowly defined sample. Future research in a different setting is needed to further validate the presented findings. Practical implications For service design practice, this study provides guidelines on how co-design activities with vulnerable consumers can be effectively resourced, planned, recruited, sensitized, facilitated and evaluated. The framework outlines how co-design may be applied so that vulnerable consumers can become empowered participants during the design process. Originality/value This research contributes to the knowledge in transformative service research – a priority in service research – and service design by extending the boundaries of our understanding of processes and tools for the involvement of vulnerable consumers in transformative service design.

Actor transformation in service: a process model for vulnerable consumers

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Bach Quang Ho ◽  
Kunio Shirahada
Keyword(s):  
Social Support ◽  
Rural Areas ◽  
Process Model ◽  
Well Being ◽  
Transformation Model ◽  
Service Research ◽  
Content Type ◽  
Role Transformation ◽  
Value Cocreation ◽  
Vulnerable Consumers

PurposeThe purpose of this paper is to develop a process model for the role transformation of vulnerable consumers through support services.Design/methodology/approachThe study is based on four years of participant observation at a community-based support service and in-depth interviews with the consumers. Visual ethnography was used to document the process of the consumers' role transformation through service exchanges.FindingsThe main outcome of this study is a consumer transformation model, describing consumers' role transformation processes, from recipients to generic actors. The model demonstrates that vulnerable consumers will transform from recipients to quasi-actors before becoming generic actors.Social implicationsVulnerable consumers' participation in value cocreation can be promoted by providing social support according to their dynamic roles. By enabling consumers to participate in value cocreation, social support provision can become sustainable and inclusive, especially in rural areas affected by aging and depopulation. Transforming recipients into generic actors should be a critical aim of service provision in the global challenge of aging societies.Originality/valueBeyond identifying service factors, the research findings describe the mechanism of consumers' role transformation process as a service mechanics study. Furthermore, this study contributes to transformative service research by applying social exchange theory and broadening service-dominant logic by describing the process of consumer growth for individual and community well-being.

Recovery colleges: quality and outcomes

2015 ◽  
Vol 19 (4) ◽  
pp. 212-221 ◽  
Author(s):  
Sara Meddings ◽  
Jane McGregor ◽  
Waldo Roeg ◽  
Geoff Shepherd
Keyword(s):  
Cultural Change ◽  
Quantitative Methods ◽  
Service Use ◽  
Positive Impact ◽  
Grey Literature ◽  
Future Research ◽  
Content Type ◽  
Qualitative And Quantitative Methods ◽  
Beneficial Effects ◽  
Underlying Mechanisms

Purpose – The purpose of this paper is to review the available evidence regarding the effectiveness and cost effectiveness of Recovery Colleges. To make suggestions for future research. Design/methodology/approach – Selective review of relevant published studies, including reports in the “grey” literature. Findings – Despite methodological limitations, it has been consistently found that attendance at Recovery Colleges is perceived to be useful and to help people progress towards their recovery goals. There is some evidence of reductions in service use (and therefore costs). In addition, there is evidence of beneficial effects for peer trainers and possible positive impact on staff attitudes. Research limitations/implications – The existing research highlights the need for further robust studies, using both qualitative and quantitative methods, to understand better the overall impact of Recovery Colleges and the underlying mechanisms of change. Practical implications – There is a need for further studies of the relationship between the “key defining features” and outcomes. This means the collection and pooling of systematic, “practice-based” evidence. Social implications – The introduction of an explicitly recovery educational (“learning”) model into mainstream mental health services seems to have a profound effect on reducing the power differences inherent in traditional professional/patient relationships. If this can be replicated across organisations it could facilitate the kind of fundamental cultural change necessary to give back recovery to the people who have always owned it. Originality/value – The information collected together in this paper is already publicly available, however it is difficult to find. The analysis and interpretation is original.

scholarly journals Introducing the transformative service mediator: value creation with vulnerable consumers

2019 ◽  
Vol 33 (1) ◽  
pp. 5-15 ◽  
Author(s):  
Raechel Johns ◽  
Janet Davey
Keyword(s):  
Service Providers ◽  
Care Service ◽  
Well Being ◽  
Service Research ◽  
Future Research ◽  
Content Type ◽  
Structure And Agency ◽  
Future Research Agenda ◽  
Vulnerable Consumers

Purpose The purpose of this study is to identify the role of mediators in supporting value co-creation for vulnerable consumers in a service context. The authors propose that in transformative services, the roles of actor mediators facilitate control and empowerment for the vulnerable consumer – labelling these transformative service mediators (TSMs). Design/methodology/approach The authors develop a theoretical framework for the activities of mediators in value co-creation considering the interrelationships of vulnerability, structure and agency. The authors then use Prahalad and Ramaswamy’s DART (Dialogue, Access, Risk Assessment and Transparency) model as the integrating framework to describe the TSM roles in the context of the foster care service ecosystem. Findings The authors introduce a future research agenda regarding TSM roles in transformational service experiences and value co-creation with vulnerable consumers. Service researchers and providers are encouraged to explore effective training and motivation of TSMs. Research limitations/implications Understanding value co-creation for vulnerable consumers is an emerging area in service research. The TSM concept introduces a new approach to explore how value co-creation and transformative outcomes can be enhanced in service contexts where consumers experience vulnerability. Practical implications This paper presents an agenda for future research. The outcomes of future research based on TSM roles may help guide service providers in identifying opportunities for enhancing well-being and reducing vulnerability in service delivery. Originality/value This paper suggests that exploring the role of TSMs in the service process offers new insights into reducing vulnerability in service relationships.

Characteristics of owners and managers in different countries: a meta-analytical investigation of SMEs' growth

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Diego Antônio Bittencourt Marconatto ◽  
Emidio Gressler Teixeira ◽  
Fernando de Oliveira Santini ◽  
Wagner Junior Ladeira
Keyword(s):  
Human Capital ◽  
Positive Impact ◽  
Small And Medium Enterprises ◽  
Analytical Investigation ◽  
Individual Characteristics ◽  
Effect Sizes ◽  
Content Type ◽  
Country Level ◽  
And Gender ◽  
The Impact

PurposeThe paper aims to provide robust evidence about the relationships between key individual characteristics of owners and managers (OMs) and small and medium enterprises (SMEs)' growth and the moderating influence of the country context on these relationships.Design/methodology/approachThe authors meta-analyzed 62 studies presenting a cumulative sample of 175 effect-sizes and 174,590 SMEs.FindingsThe authors found that SMEs led by more experienced men with higher levels of education are more likely to grow. While the relationship between OMs' experience and SMEs' growth is significant for differing country contexts, national characteristics affect the magnitude of the influence that OMs' education and gender specifically exert on SME expansion. The authors also found that the positive impact of OMs' human capital on SMEs' growth increases when these firms are focused on technology.Research limitations/implicationsThe study yielded small-effect sizes for the impact of OMs' human capital and gender on SMEs' growth. Researchers can assess the influence of these characteristics on SMEs' growth along with other individual dimensions.Originality/valueThe current study is the first meta-analytical investigation about the influence of OMs' gender on SMEs' growth. The study focuses solely on SME OMs, as SMEs are not simply larger businesses on a smaller scale. The authors employ a wide set of country-level moderators in the research going beyond most empirical examinations of the topic that have given only marginal attention to moderators.

Remote energy management benefits in retail building portfolios

2014 ◽  
Vol 12 (1) ◽  
pp. 56-71
Author(s):  
Eeva Määttänen ◽  
Riikka Kyrö ◽  
Anna Aaltonen ◽  
Anna-Liisa Sarasoja ◽  
Seppo Junnila
Keyword(s):  
Energy Consumption ◽  
Energy Management ◽  
Environmental Performance ◽  
Management Practices ◽  
Positive Impact ◽  
Effective Means ◽  
Individual Characteristics ◽  
Climate Impacts ◽  
Management Service ◽  
Content Type

Purpose – The study aims to investigate the effects of a remote energy management service to the energy consumption of retail buildings. The study focuses on analysing the changes in energy consumption after the implementation of a facility service concept where building processes are optimized with a remote energy management system. The paper seeks to demonstrate that remotely operated building management practices, which allow high competence service for all facilities, have a positive impact, beyond traditional facility services, on energy and environmental performance of buildings. Design/methodology/approach – The research analyses the metered energy consumption of two retail building portfolios comprising altogether 44 properties. Additionally, secondary data are collected from archive reviews, observation and interviews. Findings – The research shows that remote energy management service reduced the total energy consumption during the two-year service period by 12 and 6 per cent depending on the portfolio. Electricity consumption was found to decrease by 7 per cent and heating energy by 26 per cent on the average in the first portfolio, and 7 and 4 per cent in the second one, respectively. Research limitations/implications – Variation between buildings was found to be relatively high as the individual characteristics and history of the different buildings inevitably affect the achieved results. Practical implications – The study indicates that remote energy management offers an effective means to reduce the energy consumption and costs, and ultimately climate impacts derived from buildings. Originality/value – The study adds to the knowledge of facilities management in context to energy management and environmental performance of buildings.

scholarly journals Robotic transformative service research: deploying social robots for consumer well-being during COVID-19 and beyond

2020 ◽  
Vol 31 (6) ◽  
pp. 1131-1148 ◽  
Author(s):  
Alexander P. Henkel ◽  
Martina Čaić ◽  
Marah Blaurock ◽  
Mehmet Okan
Keyword(s):  
Social Isolation ◽  
Research Agenda ◽  
Well Being ◽  
Social Robotics ◽  
Social Robots ◽  
Service Research ◽  
Future Research ◽  
Content Type ◽  
Future Research Agenda ◽  
Vulnerable Consumers

PurposeBesides the direct physical health consequences, through social isolation COVID-19 affects a considerably larger share of consumers with deleterious effects for their psychological well-being. Two vulnerable consumer groups are particularly affected: older adults and children. The purpose of the underlying paper is to take a transformative research perspective on how social robots can be deployed for advancing the well-being of these vulnerable consumers and to spur robotic transformative service research (RTSR).Design/methodology/approachThis paper follows a conceptual approach that integrates findings from various domains: service research, social robotics, social psychology and medicine.FindingsTwo key findings advanced in this paper are (1) a typology of robotic transformative service (i.e. entertainer, social enabler, mentor and friend) as a function of consumers' state of social isolation, well-being focus and robot capabilities and (2) a future research agenda for RTSR.Practical implicationsThis paper guides service consumers and providers and robot developers in identifying and developing the most appropriate social robot type for advancing the well-being of vulnerable consumers in social isolation.Originality/valueThis study is the first to integrate social robotics and transformative service research by developing a typology of social robots as a guiding framework for assessing the status quo of transformative robotic service on the basis of which it advances a future research agenda for RTSR. It further complements the underdeveloped body of service research with a focus on eudaimonic consumer well-being.

scholarly journals Customers' contamination concerns: an integrative framework and future prospects for service management

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Simon Hazée ◽  
Yves Van Vaerenbergh
Keyword(s):  
Service Management ◽  
Marketing Research ◽  
Individual Characteristics ◽  
Service Research ◽  
Future Research ◽  
Knowledge Map ◽  
Content Type ◽  
Integrative Framework ◽  
The Individual ◽  
Service Managers

PurposeCustomers might become concerned about getting contaminated and adapt their behavior accordingly, which is of critical concern for service managers. The purpose of this paper is threefold. First, this paper synthesizes the extant body of research within psychology and marketing into an integrative framework that helps understand the current state of knowledge on contamination. Second, this review summarizes evidence-based managerial recommendations on how to deal with customers' contamination concerns. Third, this paper provides guidance for future research by proposing several ways in which those concerns might influence service management.Design/methodology/approachThis paper conducts an integrative literature review of over 30 years of psychology and marketing research on contamination concerns.FindingsThe paper reviews physical and metaphysical contagion models, the situational cues that may activate customers' contamination concerns, the psychological mechanisms that underlie the relationship between contamination and customer outcomes and the individual characteristics that influence customer sensitivity to contamination cues. Moreover, this review identifies actions that service managers can take to prevent customers' contamination concerns. Finally, still much has to be learned about how organizations should deal with fear of contamination by the time a next pandemic breaks out.Originality/valueThis paper develops an integrative framework that serves as a structured knowledge map onto the contamination phenomenon and paves the way for future service research.

scholarly journals The role of psychological distance in value creation

2015 ◽  
Vol 53 (7) ◽  
pp. 1430-1451 ◽  
Author(s):  
Jonas Holmqvist ◽  
Duncan Guest ◽  
Christian Grönroos
Keyword(s):  
Value Creation ◽  
Social Distance ◽  
Customer Value ◽  
Service Use ◽  
Psychological Distance ◽  
Spatial Distance ◽  
Service Research ◽  
Content Type ◽  
Service Interaction ◽  
Service Interactions

Purpose – The field of service research has devoted considerable attention to the customer’s role as value creator, but there is a lack of research on understanding customers’ psychological processes in value creation. The purpose of this paper is to highlight the importance of psychological distance in value-creation processes. Psychological distance is the customer’s perceived distance from service interactions in terms of spatial distance, temporal distance, social distance and hypothetical distance. Critically, psychological distance influences cognitive processes and can influence how customers think and feel about the service interaction. An appreciation of psychological distance within service contexts can help managers to tailor the interaction in order to facilitate value creation. Design/methodology/approach – In this conceptual paper, the authors build on psychology research and service research to develop seven propositions that explore how psychological distance can operate within service interactions and how this might influence value creation. Findings – The authors divide the propositions into three sections. The first concerns how perceived psychological distance from the service interaction can act as a barrier to entering a service interaction. In particular, the authors consider the influence of social distance and spatial distance within the context of service interactions. The second section examines how psychological distance to the expected point of service use can influence how customers construe the service and the value creation. The third aspect addresses customer-specific characteristics that can impact on value creation by influencing perceived psychological distance toward the service. Research limitations/implications – Existing research suggests that customers ultimately decide if value is created in the interaction. This paper proposes that perceived psychological distance influences customers’ value creation by examining the service interaction from the customer perspective. The authors suggest that complex context-specific features of the service interaction can be understood by considering psychological distance from the service interaction and from the service itself and evaluating how this impacts on value-creation processes. Practical implications – From a practical point of view, the paper helps managers to better understand how to manage the service interaction with customers by identifying psychological antecedents of customer value creation. Originality/value – The paper introduces the notion of psychological distance into service research about value, proposing that the customer’s role in creating value in interactions with the service provider is influenced by the psychological distance to the interaction and to the service offered in this interaction.

Personalized cloud service review analysis based on modularized ontology

2020 ◽  
Vol 44 (5) ◽  
pp. 953-975
Author(s):  
Emna Ben-Abdallah ◽  
Khouloud Boukadi ◽  
Mohamed Hammami ◽  
Mohamed Hedi Karray
Keyword(s):  
Knowledge Base ◽  
Positive Impact ◽  
Cloud Service ◽  
Service Evaluation ◽  
End Users ◽  
Cloud Services ◽  
Limited Information ◽  
Content Type ◽  
Ontology Language ◽  
Modular Ontology

PurposeThe purpose of this paper is to analyze cloud reviews according to the end-user context and requirements.Design/methodology/approachpropose a comprehensive knowledge base composed of interconnected Web Ontology Language, namely, modular ontology for cloud service opinion analysis (SOPA). The SOPA knowledge base will be the basis of context-aware cloud service analysis using consumers' reviews. Moreover, the authors provide a framework to evaluate cloud services based on consumers' reviews opinions.FindingsThe findings show that there is a positive impact of personalizing the cloud service analysis by considering the reviewers' contexts in the performance of the framework. The authors also proved that the SOPA-based framework outperforms the available cloud review sites in term of precision, recall and F-measure.Research limitations/implicationsLimited information has been provided in the semantic web literature about the relationships between the different domains and the details on how that can be used to evaluate cloud service through consumer reviews and latent opinions. Furthermore, existing approaches are lacking lightweight and modular mechanisms which can be utilized to effectively exploit information existing in social media.Practical implicationsThe SOPA-based framework facilitates the opinion based service evaluation through a large number of consumer's reviews and assists the end-users in analyzing services as per their requirements and their own context.Originality/valueThe SOPA ontology is capable of representing the content of a product/service as well as its related opinions, which are extracted from the customer's reviews written in a specific context. Furthermore, the SOPA-based framework facilitates the opinion based service evaluation through a large number of consumer's reviews and assists the end-users in analyzing services as per their requirements and their own context.

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