Consumer effort in service encounters: the overlooked impact of surface acting

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Laurel Aynne Cook ◽  
M. Paula Fitzgerald ◽  
Raika Sadeghein
Keyword(s):  
Service Encounters ◽  
Surface Acting ◽  
Content Type ◽  
Face To Face ◽  
Perceived Effort ◽  
Value Perceptions ◽  
Unique Approach ◽  
Different Dimensions ◽  
Self Service ◽  
Practical Implications

Purpose One shift in the retail landscape is the workload transfer from the retailer to the consumer. This study aims to explore consumer perceived effort and the consequences of this workload transfer. Design/methodology/approach Two scenario-based experiments were conducted. Partial least squares modeling was implemented on the experimental survey data to explore how different dimensions of effort (i.e. mental, physical and emotional) and surface acting contribute to perceptions of effort and value. Findings Surface acting increases consumer effort perceptions. Consumers’ value perceptions decline as perceived effort increases. Effort perceptions attenuate when consumers have a choice. The paper also brings attention to the shortcomings in the current conceptualization of surface acting and perceived effort, and reconceptualizes effort as a formative construct. Practical implications This paper cautions marketers about the potential negative implications of shadow work. Service marketers should provide a choice between face-to-face (F2F) and self-service technologies whenever possible. In addition, marketers should develop and implement strategies for reducing consumer surface acting. Originality/value This study includes an extended conceptualization and new operationalization of consumer surface acting, revised thinking about measuring consumer effort and a unique approach to accounting for effort perceptions of traditional F2F service vs SST.

Dave Snowden on KM and big data/analytics: interview with David J. Pauleen

2017 ◽  
Vol 21 (1) ◽  
pp. 12-17 ◽  
Author(s):  
David J. Pauleen
Keyword(s):  
Big Data ◽  
Data Analytics ◽  
Big Data Analytics ◽  
Theory And Practice ◽  
Content Type ◽  
Face To Face ◽  
The Relationship ◽  
A Company ◽  
Practical Implications ◽  
Scientific Officer

Purpose Dave Snowden has been an important voice in knowledge management over the years. As the founder and chief scientific officer of Cognitive Edge, a company focused on the development of the theory and practice of social complexity, he offers informative views on the relationship between big data/analytics and KM. Design/methodology/approach A face-to-face interview was held with Dave Snowden in May 2015 in Auckland, New Zealand. Findings According to Snowden, analytics in the form of algorithms are imperfect and can only to a small extent capture the reasoning and analytical capabilities of people. For this reason, while big data/analytics can be useful, they are limited and must be used in conjunction with human knowledge and reasoning. Practical implications Snowden offers his views on big data/analytics and how they can be used effectively in real world situations in combination with human reasoning and input, for example in fields from resource management to individual health care. Originality/value Snowden is an innovative thinker. He combines knowledge and experience from many fields and offers original views and understanding of big data/analytics, knowledge and management.

Equal pay, equal access

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Keyword(s):  
Gender Equality ◽  
Gender Gap ◽  
Social Representations ◽  
Gender Inequalities ◽  
Equal Pay ◽  
Life Balance ◽  
Content Type ◽  
Pertinent Information ◽  
Different Dimensions ◽  
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 This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context. Findings Global workforces are still impacted by gender inequalities – there remains a gender gap in pay, in access to roles of responsibility and in terms of work-life balance. A challenge facing gender equality in the workplace is an agreed definition – organizations, managers and employees have different social representations of gender equality and place differing levels of importance on different dimensions. This can affect implementation of gender equality policies in the workplace, which rely on the goodwill of individuals to put policy into practice. Organizations need to recognize which dimensions are most important to their workplace in order to successfully implement equality. Originality 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.

Understanding the differences of public and private self-service technology

2014 ◽  
Vol 28 (1) ◽  
pp. 60-70 ◽  
Author(s):  
Joel E. Collier ◽  
Daniel L. Sherrell ◽  
Emin Babakus ◽  
Alisha Blakeney Horky
Keyword(s):  
Structural Equation ◽  
Design Methodology ◽  
Equation Modeling ◽  
Public And Private ◽  
Content Type ◽  
Private And Public ◽  
Self Service ◽  
Self Service Technology ◽  
Individual Self ◽  
Practical Implications

Purpose – The purpose of this paper is to explore the potential differences between types of self-service technology. Specifically, the paper explores how the dynamics of public and private self-service technology influence customers' decision to use the technology. Design/methodology/approach – Existing customers of private and public self-service technology were surveyed from the same industry. Using structural equation modeling, the authors examine how relevant self-service constructs influence evaluations and attitudes of customers across both settings. Findings – The analysis reveals that customers' control and convenience perceptions differ across public and private self-service technology. Additionally, customers placed a heavier emphasis on the hedonic or utilitarian evaluation of a service experience based on the type of self-service technology. Practical implications – For managers of self-service applications, understanding the unique differences of public and private self-service technology can aid in the implementation and adoption of the technology. By properly understanding the differences of the self-service types, managers can provide a beneficial experience to the customer. Originality/value – By identifying and describing two distinct categories of SSTs, this study allows managers and researchers to better understand how and why individuals choose to utilize individual self-service technologies. Through understanding the unique dynamics of a public and a private SST experience, retailers can determine the appropriate strategy for customer adoption based on the utilitarian or hedonic functions of the technology.

Collaboration in the context of micro businesses

2014 ◽  
Vol 26 (3) ◽  
pp. 254-270 ◽  
Author(s):  
Abel Duarte Alonso ◽  
Alessandro Bressan
Keyword(s):  
Academic Research ◽  
Limited Attention ◽  
Economic Downturn ◽  
Collaborative Relationships ◽  
Content Type ◽  
Face To Face ◽  
Telephone Interviews ◽  
External Pressures ◽  
Further Development ◽  
Practical Implications

Purpose – Collaboration among businesses, particularly in the current global economic downturn, can be a key strategy contributing to their survival. This study examines the case of micro firms involved in Terracotta art in Impruneta, Italy, and the extent to which collaboration occurs among the local artisans. In doing so, the study aims to consider collaboration theory in the context of micro firms. Design/methodology/approach – Semi-structured, face-to-face and telephone interviews were conducted among the owners and managers of ten of Impruneta's 16 Terracotta firms. Findings – Whilst much of the academic literature highlights the multiple benefits of collaborative relationships, most participants acknowledge very limited engagement in collaboration. From the comments gathered, two distinct groups emerged, one composed of members of the local Terracotta association, who to some extent collaborate with one another, and the second, the non-members, who pursue their interests individually, or marginally collaborate outside Impruneta. Further, a number of barriers preventing collaboration were identified. Practical implications – The apparent weak collaborative relationships among respondents may have ramifications for the further development of their sector, for instance, restricting innovation and marketing know-how, both of which could help address such external pressures as competition. The involvement of third parties, such as the local town hall or chambers of commerce, was suggested by several participants to help increase collaboration. Originality/value – The study focuses on micro firms, a group that, despite its relevance for many countries' economies, has received limited attention from academic research, including with regard to collaboration and collaboration theory.

Anatomy of successful tourism shopping districts

2020 ◽  
Vol 6 (4) ◽  
pp. 831-846
Author(s):  
Bob Mckercher
Keyword(s):  
New York ◽  
Design Methodology ◽  
Content Type ◽  
Face To Face ◽  
Local Stakeholders ◽  
English Speaking ◽  
Operational Issues ◽  
Retail Shopping ◽  
Practical Implications

Purpose The purpose of this paper is to analyse the factors that make tourist shopping districts successful. Design/methodology/approach In total, 12 sets of face-to-face interviews were conducted in 7 cities on 4 continents in September and October, 2019. In total, 21 individuals participated in the interviews. Interviews were conducted in Bangkok Thailand, Singapore, Melbourne and Brisbane Australia, Ottawa Canada, New York USA (three sets of interviews) and London England (four sets of interviews). Findings The literature focusses on operational issues, while respondents highlighted higher order issues relating primarily to organisational structure, governance and funding. Research limitations/implications The study focusses primarily on English speaking jurisdictions, with the exception of Bangkok. As such, the results may not be generalisable to non-English speaking economies. Practical implications Insights into factors influencing the success of tourism retail shopping districts are highlighted, especially the role of governance and creativity. Social implications The paper indicates that local stakeholders also play a key role in the success of such districts. Originality/value This is the first comprehensive, global study of the factors that make tourism shopping districts successful.

Systems thinking in school organizations – perspectives from various leadership levels

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Lars Norqvist ◽  
Helene Ärlestig
Keyword(s):  
Systems Thinking ◽  
School Organization ◽  
Thinking Skills ◽  
Leadership Positions ◽  
Content Type ◽  
Future Behavior ◽  
Unique Approach ◽  
And Behavior ◽  
Deputy Superintendents ◽  
Practical Implications

PurposeThe purpose of this paper is to understand how leaders within a school district system understand their own and others' leadership positions from the perspectives of systems thinking and systems thinking skills.Design/methodology/approachThe findings are based on interviews with superintendents, area managers (deputy superintendents), principals and first teachers in Sweden. Sets of systems thinking skills guide the analysis, specifically how various leadership positions are related (their structure and relationships), how leaders understand themselves in relation to the whole and the parts (mindset), what they think about how the organization is organized (content) and how they relate to the organization's history and future (behavior).FindingsLeaders at all levels in the school organization have regular communications, but a wider systems thinking perspective is underdeveloped. The systems are hierarchical, with each level taking responsibility for its subsystem to such a high extent that it does not use or learn from other levels. We also found that change in the investigated schools is subtle, and in the schools, it did not seem important to understand change over time or the nature of important leverage points; the organizations' histories and futures were emphasized less than current issues and relations.Practical implicationsIncreased knowledge on systems thinking skills can provide insights as to whether mindsets, content, structure and behavior are supporting each other or not. These perspectives can help actors on all levels to learn together.Originality/valueIn addition to the study outcomes, this paper offers a unique approach for studying the leadership positions of the governance chain and their impact on an organization's work and results. It obtains a broader picture of school districts' systems when various members of the governing chain express how they understand their organizations, in relation to systems thinking.

scholarly journals Slogans, brands and purchase behaviour of students

2020 ◽  
Vol 21 (3) ◽  
pp. 305-317
Author(s):  
Maria Rybaczewska ◽  
Siriphat Jirapathomsakul ◽  
Yiduo Liu ◽  
Wai Tsing Chow ◽  
Mai Thanh Nguyen ◽  
...  
Keyword(s):  
Information Search ◽  
Process Model ◽  
Brand Awareness ◽  
Content Type ◽  
High Expectations ◽  
Face To Face ◽  
Willingness To Buy ◽  
Young Consumers ◽  
Post Purchase ◽  
Practical Implications

Purpose The purpose of this paper is to extend the understanding of the influence of slogans (e.g. “Dare for More”) on brand awareness and purchase behaviour of students. Design/methodology/approach Data were collected thorough 34 in-depth face-to-face interviews with university students, using the customer decision process model as an approach. Findings The authors’ research confirmed that conciseness, rhythm and jingle are key features strengthening customers’ recall and recognition, both being moderators of slogans’ power. The role and influence of slogans depend on the stage of the customer decision-making process. Key influencers remain product quality, popularity and price, but appropriate and memorable slogans enhance products’ differentiation and sale. Practical implications The authors’ findings deliver a particular justification for marketers not to promise young consumers too much through slogans, as this leads to too high expectations adversely influencing their post-purchase feelings. During the information search, slogans can create or strengthen or weaken the willingness to buy the advertised product, depending on the slogan, thus emphasising the need for care over slogan design and use. Originality/value This research expands the understanding of slogans and brand awareness from the perspective of their impact on purchase behaviour. The results revealed that the model approach to shopping behaviour does not confirm the belief that slogans influence consumers the most during the phase of Evaluation of Alternatives. Slogans provide a reference point for young consumers to decide whether they are satisfied or dissatisfied with their purchase during the post-purchase phase and provide information during the information search phase. The authors’ results add to the literature in terms of the criteria determining consumers’ recognition and recall of slogans.

Exercising responsible leadership in a Singapore context

2018 ◽  
Vol 39 (1) ◽  
pp. 34-50 ◽  
Author(s):  
Carolyn Koh ◽  
Mario Fernando ◽  
Trevor Spedding
Keyword(s):  
National Culture ◽  
Effective Leadership ◽  
Analytical Techniques ◽  
Business Leaders ◽  
Responsible Leadership ◽  
Content Type ◽  
Face To Face ◽  
Practical Implications ◽  
Purposive Selection ◽  
Selection Of

Purpose The purpose of this paper is to explore the western developed notion of responsible leadership (RL) from a Singapore context. Design/methodology/approach Following the qualitative research tradition, face-to-face interviews with 20 influential Singaporean leaders were developed into case studies. Grounded theory methodology was applied to identify similarities and differences within and across cases. Findings The findings reveal that the interviewed Singaporean leaders projected traits and values consistent with western definitions of responsible and effective leadership. Findings also suggest that contextual factors such as national culture and the ethos of the nation as well as leaders’ relational intelligence influence RL. These factors also help responsible leaders to better manage the tension between responsible and effective leadership. Research limitations/implications The small and geographically bound sample size makes it difficult to generalise the findings of this study. As in other ethics studies, interviewees’ desire to present a socially desirable image of themselves could be high in this study. Finally, the methods and analytical techniques applied may be biased and be influenced by the purposive selection of the participants. Practical implications Singaporean business leaders may need to consider the importance of retaining and developing the national culture and ethos of the nation, since these are the factors that have been identified in this study as key to influencing RL. Originality/value This study identifies the factors that influence RL from a Singapore context. It extends the understanding of the mostly western-based multi-level theory of RL.

Consumer valuation of traceability labels: a cross-cultural study in Germany and Greece

2017 ◽  
Vol 119 (4) ◽  
pp. 803-816 ◽  
Author(s):  
Olga Christophorou Kehagia ◽  
Christian Colmer ◽  
Minas G. Chryssochoidis
Keyword(s):  
Stated Preference ◽  
Specific Information ◽  
Chicken Nuggets ◽  
Content Type ◽  
Face To Face ◽  
Consumer Valuation ◽  
Cross Cultural Study ◽  
Food Packages ◽  
Information Consumers ◽  
Practical Implications

Purpose The purpose of this paper is to assess impact of literacy on the combinations of traceability information on food packages of chilled chicken nuggets and fish fingers consumers choose. Design/methodology/approach A discrete choice experiment, belonging to the “stated preference method” was designed to meet the purpose of this study with 512 German and Greek consumers. According to this method, the information is gathered using methods of distinct preference asking individuals face to face questions about their behaviour. Findings The results indicate that literacy has an impact on the combinations of information consumers choose; specific information is most useful and sought by high- and low-literate consumers; and price is an important factor for the consumer choices presented in the current study, but cannot overshadow other equally important factors. Practical implications Marketing issues are raised because of the importance and utility consumers attach to traceability systems. Originality/value This is a novel research concerning literacy’s impact on the combinations of package information chosen by consumers in Germany and Greece in relation to the two studied chilled chicken and fish products (i.e. chilled chicken nuggets and fish fingers).

How can European museums reach sustainability?

2017 ◽  
Vol 72 (3) ◽  
pp. 303-318 ◽  
Author(s):  
Nuria Recuero Virto ◽  
Maria Francisca Blasco López ◽  
Sonia San-Martín
Keyword(s):  
Market Orientation ◽  
Customer Value ◽  
Design Methodology ◽  
Marketing Strategies ◽  
Value For Money ◽  
Content Type ◽  
Value Perceptions ◽  
Decision Making Processes ◽  
The Impact ◽  
Practical Implications

Purpose This research aims to provide evidence of the impacts of market orientation, customer value approach (through prestige, value for money and reputation for quality) and innovation on museum sustainability. Design/methodology/approach The model is analysed through partial least squares (PLS-SEM), using a sample of 549 European museums. Findings The results reveal that reputation for quality, prestige, innovation and value for money positively and significantly influence museum sustainability. Interestingly, the most meaningful linkage is between market orientation and innovation. Practical implications This research helps museums that need to increase their customer value and innovativeness so as to ensure museum sustainability. It proves that museum managers have to increase employees’ involvement in decision-making processes. Originality/value By using a wide sample of European museums, this study suggests that museum managers need to consider the impact of marketing strategies and customer value perceptions on the economic and social sustainability of museums.

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