Power versus trust – what matters more in collaborative consumption?

2017 ◽  
Vol 31 (6) ◽  
pp. 589-603 ◽  
Author(s):  
Eva Hofmann ◽  
Barbara Hartl ◽  
Elfriede Penz
Keyword(s):  
Design Methodology ◽  
Service Providers ◽  
Theory Development ◽  
Customer Behavior ◽  
Business Organizations ◽  
Car Sharing ◽  
Collaborative Consumption ◽  
Content Type ◽  
Customer Interaction ◽  
Consumer Provider

Purpose Collaborative consumption, such as car sharing, specifically implicates customer-to-customer interaction, which must be regulated by service providers (companies, peers and self-regulating communities), comprising different challenges for business organizations. While in conventional business relations, consumers are protected from undesirable customer behavior by laws, regulations (power) in the context of collaborative consumption are rare, so that trust becomes more relevant. It is the purpose of the study to investigate possible mechanisms to prevent undesirable customers in collaborative consumption. Design/methodology/approach In between subject designs, samples of 186 and 328 consumers filled in experimental online questionnaires with vignettes. Analyses were made of differences among car sharing companies, private persons and car sharing communities in terms of the power of providers, trust in providers and trust in other users of the shared goods, undesirable customer behavior and consumer–provider relations. Findings Companies, private persons and self-regulating communities differ in terms of perceived power and trust. Participants specifically perceive mainly coercive power with the car sharing company, but with the private person and the community, reason-based trust in other users is perceived as prevalent. Nevertheless, undesirable customer behavior varies only marginally over the models. Originality/value The present study is the first to investigate measures to prevent undesirable customer behavior over different collaborative consumption models. This enables appropriate identification of market segments and tailoring of services. The study identifies opportunities for companies in contrast to private persons and self-regulating communities and, in doing so, provides important stimulation for marketing strategy and theory development.

The socio-demographic determinants of workplace loneliness in India

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Mantasha Firoz ◽  
Richa Chaudhary ◽  
Madhu Lata
Keyword(s):  
Regression Analysis ◽  
Marital Status ◽  
Design Methodology ◽  
Demographic Characteristics ◽  
Average Level ◽  
Hypotheses Testing ◽  
Business Organizations ◽  
Organizational Hierarchy ◽  
Content Type ◽  
Service Sectors

PurposeThis study was conducted with two main objectives: (1) to examine the prevalence of workplace loneliness in the Indian manufacturing and service sectors (2) to examine the influence of socio-demographic characteristics (age, gender, marital status, nature of the organization, tenure, number of friends at the workplace, and position in the organizational hierarchy) on the feeling of loneliness in the workplace.Design/methodology/approachData were collected from 934 employees working in manufacturing and service sectors across India. Regression analysis was used for hypotheses testing.FindingsFindings indicated below average level of loneliness in Indian workplace. Significant differences were found in workplace loneliness with respect to age, marital status and number of friends at the workplace. In contrast, gender, nature of organization, position and tenure had no effect on the feeling of workplace loneliness.Originality/valueThis study advances the limited literature on workplace loneliness by identifying its prevalence and socio-demographic determinants in Indian business organizations. It would help HR practitioners in comprehending and dealing with the emerging challenges associated with workplace loneliness.

When service providers fail: outsourcing help and consumer attitudes

2018 ◽  
Vol 39 (5) ◽  
pp. 22-30
Author(s):  
Aaron Gazley ◽  
Hamish Simmonds
Keyword(s):  
Design Methodology ◽  
Service Providers ◽  
Home Country ◽  
Service Failure ◽  
Service Recovery ◽  
Content Type ◽  
Consumer Ethnocentrism ◽  
The Impact ◽  
Practical Implications ◽  
Delivery Channel

Purpose The purpose of this paper is to investigate the effect of outsourcing and offshoring on brand loyalty in a service recovery context. In addition, the effect that consumer ethnocentrism has on these relationships is examined. Design/methodology/approach An experiment was designed using a series of service recovery scenarios that manipulated whether the recovery effort was conducted by an in-house/outsourced or local/offshored party. Findings The study shows that while outsourcing service recovery within the home country has no effect on loyalty, outsourcing to an offshore location does. In addition, the effect of offshoring of loyalty is greater for consumers who hold ethnocentric tendencies. Practical implications This research suggests the need to consider the delivery channel of service recovery to recover a service failure and retain customer loyalty. The results show that outsourcing within a local country may be effective, but the risks associated with offshoring are much greater. Originality/value Despite previous attempts to understand outsourcing and offshoring in a range of service scenarios, their role in service recovery is not well understood. Similarly, the impact that ethnocentrism might have on this process is overlooked. This paper therefore responds to calls within business theory, practice and consults for further study in this under-researched area.

Relationality in the service logic of value creation

2015 ◽  
Vol 29 (6/7) ◽  
pp. 463-471 ◽  
Author(s):  
Mary FitzPatrick ◽  
Richard J. Varey ◽  
Christian Grönroos ◽  
Janet Davey
Keyword(s):  
Value Creation ◽  
Design Methodology ◽  
Service Providers ◽  
Direct Interaction ◽  
Content Type ◽  
The Social ◽  
Service Logic ◽  
Relational Concepts ◽  
Practical Analysis ◽  
Philosophical Understanding

Purpose – The purpose of this paper is to present a framework – the Relationality Framework – for elaborating relational behaviour, in response to calls to address the ontological weaknesses identified in the extant value and value creation literature. Design/methodology/approach – The social philosophical understanding of interaction as an organic mode of social organisation, upon which the Relationality Framework is based, supersedes the economistic (mechanistic) understanding of interaction as a means of connecting otherwise independent actors. In foregrounding the relationality of interaction, the authors are inspired by Grönroos and Voima’s (2013) conceptualisation of spheres of value generation to conceptualise the intersubjective dynamics and domains invoked in direct interaction. Findings – The Relationality Framework identifies distinct relational concepts that build on service logic’s specificity and conceptualisation at the level of direct interactions between service providers and customers. In particular, this paper develops the concept of “relationality” using the three domains in any interaction of I, Other and We. Originality/value – The Relationality Framework provides sound conceptual support for extending the theoretical and practical analysis of the value creation processes of the customer and of the firm and for the purposeful management of relationships to enhance value creation by both.

International evidence of changing assurance practices for carbon emissions disclosures

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Rina Datt ◽  
Pranil Prasad ◽  
Connie Vitale ◽  
Krishan Prasad
Keyword(s):  
South Africa ◽  
North America ◽  
Carbon Emissions ◽  
Design Methodology ◽  
Service Providers ◽  
Content Type ◽  
International Evidence ◽  
The Uk ◽  
Intensive Growth ◽  
Do So

Purpose The market for the assurance of carbon emissions disclosures is showing intensive growth. However, due to the largely voluntary nature of carbon reporting and assurance, there are currently no clear standards or guidelines and little is known about it. The purpose of this paper is to examine the reporting and assurance practices for carbon emissions disclosures. Design/methodology/approach This study provides evidence on this market, with a sample that includes 13,419 firm-year observations across 58 countries between 2010 and 2017 from the Carbon Disclosure Project (CDP) database. Findings The results show that the demand for carbon emissions reporting comes mainly from North America, the UK and Japan. Recently, markets such as South Africa have also shown increased demand for carbon reporting. The data also shows that more firms are seeking assurance for their carbon emissions reports. Legitimacy, stakeholder and institutional theories are used to explain the findings of this study. Research limitations/implications The results have important implications for firms that produce carbon emissions disclosures, assurance service providers, legislators, regulators and the users of the reports and there should be more specific disclosure guidelines for level and scope of reporting. Originality/value Amongst the firms that do provide assurance on their carbon emissions reports, a majority do so using specialist assurance providers, with only limited assurance being provided. The results further show that a myriad of assurance frameworks is being used to assure the carbon emissions disclosures.

The future is now: calling for a focus on temporal issues in information system research

2021 ◽  
Vol 121 (1) ◽  
pp. 30-47
Author(s):  
Viswanath Venkatesh ◽  
Tracy Ann Sykes ◽  
Ruba Aljafari ◽  
Marshall Scott Poole
Keyword(s):  
Information System ◽  
Design Methodology ◽  
Empirical Studies ◽  
Theory Development ◽  
Social Contexts ◽  
System Research ◽  
Dynamic Nature ◽  
Content Type ◽  
Information System Research ◽  
Study Designs

PurposeAs information systems (IS) phenomena continue to emerge and evolve in our ever-changing economic and social contexts, researchers need to increase their focus on time in order to enrich our theories. The purpose of this paper is to present broad suggestions for IS researchers about how they can direct some of their research efforts to consider, conceptualize and incorporate time into research endeavors and how they might be mindful about considering and specifying time-related scope conditions of their research efforts.Design/methodology/approachThe authors synthesize empirical studies and discuss three distinct yet related frameworks of time and the benefits they can provide. The authors choose two research streams that reflect dynamic economic and social contexts – namely, enterprise systems and social networks – to illustrate how time and frameworks of time can be leveraged in our theory development and research design.FindingsThe authors demonstrate that limited research in IS has incorporated a rich conceptualization and/or discussion of time. The authors build on this gap to highlight guidelines that researchers can adopt to enrich their view of time.Originality/valueGiven the dynamic nature of IS phenomena and the increased availability of longitudinal data, the authors’ suggestions aim to urge and guide IS researchers about ways in which they can incorporate time into their theory and study designs.

New theories and organization research: from the eyes of change

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Masoud Shadnam
Keyword(s):  
Social Sciences ◽  
Design Methodology ◽  
Theory Development ◽  
Content Type ◽  
Organizational Reality ◽  
Organization Research

PurposeIn recent years, organization scholars have engaged in several conversations about the process of theory development, and offered many proposals for building new theories of organization. The purpose of this paper is to highlight a fundamental, fruitful and often neglected method for developing new theories of organization.Design/methodology/approachThis paper draws on Peirce's typology of reasoning: deduction, induction and abduction. This typology helps in analyzing and categorizing the extant proposals for developing new theories of organization, and also makes it visible what approach has been most often missing.FindingsThis paper shows that the offered proposals can be categorized into the following two models: (1) armchair theorizing; (2) present capturing. This categorization also highlights a third model – change sensitizing – that is based on shifting organization theories by sensitizing ourselves to macro shifts of organizational reality.Originality/valueAlthough the change sensitizing model is an unusual, marginal practice in today's organization research, it has historically been used to develop many of the renowned theories in social sciences. If taken as a serious agenda, it has the potential to generate a host of new, valuable theories of organization.

AppAware: a policy visualization model for mobile applications

2020 ◽  
Vol 28 (1) ◽  
pp. 116-132
Author(s):  
Ioannis Paspatis ◽  
Aggeliki Tsohou ◽  
Spyros Kokolakis
Keyword(s):  
Mobile Device ◽  
Mobile Applications ◽  
Design Methodology ◽  
Service Providers ◽  
Smart Device ◽  
Online Service ◽  
Privacy Policies ◽  
Content Type ◽  
Online Service Providers ◽  
Common User

Purpose Privacy policies emerge as the main mechanism to inform users on the way their information is managed by online service providers, and still remain the dominant approach for this purpose. The literature notes that users find difficulties in understanding privacy policies because they are usually written in technical or legal language even, although most users are unfamiliar with them. These difficulties have led most users to skip reading privacy policies and blindly accept them. This study aims to address this challenge this paper presents AppAware, a multiplatform tool that intends to improve the visualization of privacy policies for mobile applications. Design/methodology/approach AppAware formulates a visualized report with the permission set of an application, which is easily understandable by a common user. AppAware aims to bridge the difficulty to read privacy policies and android’s obscure permission set with a new privacy policy visualization model. Thus, we propose AppAware parser, a mobile add-on that acts complementary with AppAware and helps mobile device users to monitor the applications they installed to their smart device. Findings To validate AppAware, the authors conducted a survey through questionnaire aiming to evaluate AppAware in terms of installability, usability and viability-purpose. The results demonstrate that AppAware is assessed above average by the users in all categories. Originality/value In the best of the authors’ knowledge, there is no such approach as AppAware as an application nor AppAware parser as add-on.

A tabulation of information technology and consumer behavior in hospitality revenue management research

2020 ◽  
Vol 11 (3) ◽  
pp. 575-587
Author(s):  
Tevfik Demirciftci ◽  
ChihChien Chen ◽  
Mehmet Erdem
Keyword(s):  
Information Technology ◽  
Consumer Behavior ◽  
Revenue Management ◽  
Design Methodology ◽  
Service Providers ◽  
Business Environment ◽  
Content Type ◽  
The Past ◽  
Consumer Perspective ◽  
Practical Implications

Purpose The purpose of this paper is to present an overview of revenue management (RM) studies that focus on information technology (IT) and consumer behavior published between 2008 and 2018. Design/methodology/approach In total, 112 articles published in 17 journals were identified and analyzed. Findings This study shows the importance of IT and RM and focuses on the consumer perspective. It also emphasizes that technology is not the enemy of humans: it complements and adds value to their existing jobs. Research limitations/implications Book chapters and conference proceedings related to IT and RM were not included in this study. Besides, only journal papers published in English were included in the study. The categorizing of subjects can be seen as subjective. Practical implications This study helps researchers discover articles from 2008 to 2018 and helps hospitality executives interested in RM technologies from the demand side to use these findings in their business environment. Originality/value Based on the interaction between service providers (hotels) and users (consumers) on IT and RM platforms, the paper identified eight key components that have been relevant over the past decade.

Hopes and fears

2015 ◽  
Vol 29 (3) ◽  
pp. 27-29
Keyword(s):  
Design Methodology ◽  
Reading Time ◽  
Business Organizations ◽  
Operating Environment ◽  
Content Type ◽  
Technological Developments ◽  
Pertinent Information ◽  
New Challenges ◽  
The One ◽  
Practical Implications

Purpose – This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting-edge research and case studies. Design/methodology/approach – This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context. Findings – To say it is tough for business organizations today would be a massive understatement. Thanks largely to globalization and technological developments, the operating environment has arguably become more competitive than ever before. Firms thus need to constantly evolve in order to meet the array of new challenges which regularly face them. For those unable to adapt, survival and prosperity may ultimately be elusive. Change has invariably proved to be something of a double-edged sword. On the one hand, it can signal opportunity and prompt excitement and anticipation. But many others see change in terms of threat. Practical implications – The paper provides strategic insights and practical thinking that have influenced some of the world’s leading organizations. Originality/value – The briefing saves busy executives and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy-to-digest format.

scholarly journals The use of social media in the B2B sales process: a meta synthesis

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Graziela Perretto Rodrigues ◽  
Adriana Roseli Wünsch Takahashi ◽  
Paulo Henrique Muller Henrique Prado
Keyword(s):  
Social Media ◽  
Design Methodology ◽  
Media Use ◽  
Theoretical Framework ◽  
Business Organizations ◽  
Social Media Use ◽  
Content Type ◽  
Sales Process ◽  
Use Of Social Media ◽  
Business To Business

Purpose The purpose of this study is to understand how business-to-business organizations use social media during the sales process. Design/methodology/approach The meta-synthesis steps methodology (Hoon, 2013) was applied. Findings This study presents a theoretical framework and contributes to improved understanding of how business can use social media in the sales process stages. The results allow identifying stages, discussing the integration between marketing and sales and generating benefits for the organization. Originality/value The proposed framework helps in understanding the previously performed fragmented studies. This study shows that social media use not only influences the sales process stages and increases the benefits to the business but also works as a mediator in the relation between sales process stages and identified benefits.

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