Customer self-determination in value co-creation

2020 ◽  
Vol 31 (1) ◽  
pp. 83-111
Author(s):  
Lenna V. Shulga ◽  
James A. Busser
Keyword(s):  
Experimental Design ◽  
Competitive Advantage ◽  
Design Methodology ◽  
Well Being ◽  
Self Determination Theory ◽  
Self Determination ◽  
Factorial Experimental Design ◽  
Content Type ◽  
Dominant Logic ◽  
A Company

PurposeThe purpose of this study is to deepen the understanding of consumers value collaboration with a service provider, specifically, how consumer self-determination affects value co-creation outcomes.Design/methodology/approachSelf-determination theory (SDT) need-based motivational factors were operationalized in co-creation as commitment to resources (autonomy), feedback (competence) and collectives (relatedness). A between–within factorial experimental design (3 × 2 × 4) was conducted using online scenarios depicting value co-creation in a destination resort setting. Respondents were randomly and equally assigned to strong and weak SDT factor conditions. Next, they were exposed to scenarios depicting four types of value co-creation: co-innovation, co-creation of marketing, co-creation of experience and co-recovery, followed by an assessment of their co-created value (CCV), well-being, satisfaction and service advantage perceptions.FindingsResults revealed that overall strong SDT conditions produce better outcomes. Consumers’ relatedness showed the strongest difference between strong and weak SDT conditions on the CCV dimensions. Further analysis revealed that autonomy and relatedness are crucial for collaboration. CCV meaningfulness is central for customers to improve their well-being, satisfaction and competitive advantage perceptions through co-creation.Originality/valueThe study contributes to a line of research on successful voluntary value co-creation processes between consumers and a company. The integration of service-dominant logic (SDL), axiology of value (AOV) and SDT, uniquely operationalized as commitment to resources as autonomy, feedback as competence and co-creation collective as relatedness offers a better understanding of how customers appraise the dimensions of CCV and outcomes of well-being, satisfaction and competitive advantage.

Influence of pre-crisis reputation and COO on diminishing a product-harm crisis

2019 ◽  
Vol 28 (4) ◽  
pp. 857-872
Author(s):  
Mukesh Kumar ◽  
Chandan Parsad ◽  
Umesh Kumar Bamel ◽  
Sanjeev Prashar ◽  
Archana Parashar
Keyword(s):  
Experimental Study ◽  
Experimental Design ◽  
Design Methodology ◽  
Interactive Effect ◽  
Country Of Origin ◽  
Factorial Experimental Design ◽  
Content Type ◽  
Behavioural Intentions ◽  
Quasi Experimental ◽  
A Company

Purpose This paper aims to report the results of an experiment undertaken to investigate the effect of country of origin (COO) in shielding the company’s image and retaining the trust and supportive behavioural intentions when it faces a crisis and the interactive effect of COO and the company’s pre-crisis reputation in shielding the company’s image. Design/methodology/approach A quasi-experimental study was undertaken to test the proposed hypotheses. Specifically, a two (pre-crisis reputation: low versus high) × two (country of origin: Indian versus Non-Indian) between-subjects factorial experimental design is configured and operationalized. Findings The results demonstrate that COO of a company fails to protect trust and supportive behaviour on its own, but, in the presence of a high pre-crisis reputation, it shields trust in the company more effectively. However, the interaction of COO and reputation does not induce supportive behaviour for the company during a crisis. Originality/value The findings of this research may help organizations to enhance trust/supportive behaviour toward their brand/company using attributes such as COO and pre-crisis reputation of the company.

scholarly journals Mastering new technologies: does it relate to teleworkers’ (in)voluntariness and well-being?

2022 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Paulo Dias ◽  
Sílvia Lopes ◽  
Ricardo Peixoto
Keyword(s):  
Work Engagement ◽  
Design Methodology ◽  
New Technologies ◽  
Negative Relationship ◽  
Well Being ◽  
Self Determination Theory ◽  
Theoretical Background ◽  
Self Determination ◽  
Content Type ◽  
Management Policies

Purpose This study aims to examine the associations among mastering new technologies, teleworkers’ voluntariness and involuntariness and employee well-being (i.e. work engagement and exhaustion). To the best of the authors’ knowledge, no studies have explored the relationships among these constructs in the same conceptual model. Design/methodology/approach Data were collected from a sample of 451 individuals performing telework in Portugal. AMOS was used to test all hypotheses of the study. Findings The findings showed a positive relationship between mastering new technologies and teleworkers’ voluntariness and a negative relationship between mastering new technologies and teleworkers’ involuntariness. However, contrary to expectations, voluntariness in teleworking was not significantly related to either work engagement or exhaustion. However, consistent with the theoretical background of self-determination theory, involuntariness in teleworking was negatively related to work engagement and positively related to exhaustion. Originality/value This study contributes to the literature by addressing the analysis of telework-related variables that may impact workers’ well-being. Implications for human resource management policies and knowledge management are discussed.

Power imbalance issues in athlete sponsorship versus endorsement in the context of a scandal

2014 ◽  
Vol 48 (5/6) ◽  
pp. 1070-1091 ◽  
Author(s):  
François Anthony Carrillat ◽  
Alain d’Astous
Keyword(s):  
Experimental Design ◽  
Design Methodology ◽  
Negative Impact ◽  
Balance Of Power ◽  
Brand Attitude ◽  
Power Imbalance ◽  
Content Type ◽  
Probabilistic Sample ◽  
A Company

Purpose – The purpose of this study is to contrast athlete endorsement vs athlete sponsorship from a power imbalance perspective when a scandal strikes the athlete. Design/methodology/approach – A first study was conducted with a probabilistic sample of 252 adult consumers where the type of brand–athlete relationship (endorsement or sponsorship) and the level of congruence between the two entities (low or high) were manipulated in a mixed experimental design. A second study with a probabilistic sample of 118 adult consumers was conducted to demonstrate that consumers perceive that the balance of power between the brand and the athlete is not the same in endorsement and sponsorship situations. Findings – The results of the first study showed that when an athlete is in the midst of a scandal, the negative impact on the associated brand is stronger in the case of an endorsement than in the case of a sponsorship. However, this occurs only when the brand–athlete relationship is congruent. The results of the second study showed that the athlete’s power relative to the brand is greater in an endorsement than in a sponsorship context. Research limitations/implications – The findings suggest that a company that worries about the possibility that the athlete with whom it wants to build a relationship be eventually associated with some negative event (e.g. a scandal) should consider sponsorship rather than endorsement as a strategy. Originality/value – This study is the first to compare the athlete endorsement and sponsorship strategies in general and the first to put forward the notion of power imbalance in brand–athlete partnerships, its impact on how the two entities are represented in consumers’ memory networks and the consequences on brand attitude when the athlete is associated with a negative event.

“Find a flight for me, Oscar!” Motivational customer experiences with chatbots

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Jano Jiménez-Barreto ◽  
Natalia Rubio ◽  
Sebastian Molinillo
Keyword(s):  
Design Methodology ◽  
Hybrid Approach ◽  
Self Determination Theory ◽  
Customer Experience ◽  
Self Determination ◽  
Content Type ◽  
Multimethod Approach ◽  
Practical Implications ◽  
Broad Understanding ◽  
Theoretical Developments

Purpose Drawing on the self-determination theory, the assemblage theory and customer experience literature, this paper aims to develop a framework to understand motivational customer experiences with chatbots. Design/methodology/approach This paper uses a multimethod approach to examine the interaction between individuals and airlines’ chatbots. Three components of self-determined interaction with the chatbot (competence, autonomy and relatedness) and five components of the customer–chatbot experience (sensory, intellectual, affective, behavioral and social) are analyzed qualitatively and quantitatively. Findings The findings confirm the direct influence of self-determined interaction on customer experience and the direct effects of these two constructs on participants’ attitudes toward and satisfaction with the chatbot. The model also supports the mediating roles of customer experience and attitude toward the chatbot. Practical implications This paper offers managers a broad understanding of individuals’ interactions with chatbots through three elements: motivation to use chatbots, experiential responses and individuals’ valuation of whether the interactions have amplified (or limited) the outcomes obtained from the experience. Originality/value This paper contributes to the hospitality and tourism literature with a hybrid approach that reflects on current theoretical developments regarding human- and interaction-centric interpretations of customer experience with chatbots.

A self-determination theory perspective on customer participation in service development

2015 ◽  
Vol 29 (6/7) ◽  
pp. 511-521 ◽  
Author(s):  
Jon Engström ◽  
Mattias Elg
Keyword(s):  
Lung Cancer ◽  
Health Care ◽  
Cancer Patients ◽  
Well Being ◽  
Self Determination Theory ◽  
Self Determination ◽  
Customer Participation ◽  
Service Development ◽  
Content Type ◽  
Lung Cancer Patients

Purpose – The purpose of this paper is to explore what motivates patients to participate in service development and how participation may influence their well-being. Health-care providers are increasingly adopting practices of customer participation in such activities to improve their services. Design/methodology/approach – This paper builds on an analysis of data from a service development project in which lung cancer patients contributed by sharing their ideas and experiences through diaries. Out of the 86 lung cancer patients who were invited to participate, 20 agreed to participate and 14 fully completed the task. The study builds on participants’ contributions, in-depth interviews with six participants and the reasons patients gave for not participating. Findings – This paper identifies a number of motives: non-interest in participating, restitution after poor treatment, desire for contact with others, volunteerism, desire to make a contribution and the enjoyment of having a task to complete. A self-determination theory perspective was adopted to show how the need to satisfy basic human needs for autonomy, competence and relatedness determines if and how patients participate. Participation may have important benefits for patients, especially an improved sense of relatedness. Practical implications – Service providers must be prepared to meet different patient needs in service development, ranging from the need to express strong distress to expressing creativity. By understanding the dynamics of motivation and well-being, organizers may achieve better results in terms of improved services and in patient well-being. Originality/value – This study makes a significant contribution to the study of customer participation in service development, especially in relation to health care, by offering a self-determination-based typology for describing different styles of patient participation.

scholarly journals It’s my choice! Investigating barriers to pro-social blood donating behaviour

2017 ◽  
Vol 35 (2) ◽  
pp. 243-258 ◽  
Author(s):  
Robin Pentecost ◽  
Denni Arli ◽  
Sharyn Thiele
Keyword(s):  
Design Methodology ◽  
Blood Donation ◽  
Self Determination Theory ◽  
Self Determination ◽  
Capital City ◽  
Content Type ◽  
Self Identity ◽  
External Regulation ◽  
Intrinsic Motivations ◽  
International University

Purpose The purpose of this paper is to investigate barriers to pro-social behaviour in the form of blood donating using self-determination theory. Design/methodology/approach Respondents were recruited through intercepts at a major international university and at points within the community in a capital city in Australia. Sampling was conducted over a three-week period resulting in a sample of 617 respondents. Findings Results show intrinsic motivations positively influence intentions towards blood donation, self-identity, and locus of control. Further, despite positively influencing other factors, external regulation positively influenced amotivation indicating the more likely people feel pressured to donate blood, the less likely they will be motivated to donate blood. Originality/value This would suggest one way to influence more people to become donors is to place greater focus on the positive emotional feelings they derive from the act of donating blood and the control they have over that donation. Using external regulation strategy which often suggests people “must” or “have-to” donate blood may be limiting blood donation numbers.

Heeding a missing link between field managers’ monitoring styles and salespersons’ performance in pharmaceutical selling context

2020 ◽  
Vol 14 (3) ◽  
pp. 425-443
Author(s):  
Faheem Ahmad Khan ◽  
Khuram Shafi ◽  
Amer Rajput
Keyword(s):  
Work Environment ◽  
Design Methodology ◽  
Self Determination Theory ◽  
Self Determination ◽  
Content Type ◽  
Pharmaceutical Sales ◽  
Pharmaceutical Firms ◽  
Healthy Work ◽  
The Relationship

Purpose The purpose of this study is to reveal important insights by examining the relationships of two different field managers’ monitoring styles with performance through salespersons’ engagement. Design/methodology/approach Data was collected from 318 salespersons’ from 20 pharmaceutical firms. Given the performance-driven nature of the pharmaceutical sales profession, field managers seek to adopt the best monitoring style, which can optimize individual’s performance while providing a healthy work environment. Findings The results from multivariate analysis show the evidence of positive relationship between interactional monitoring and salespersons’ engagement. The results also confirm that engagement partially mediates the proposed relationships. Originality/value Authors assimilate and extend research and theory on field managers’ monitoring, salespersons’ performance and salespersons’ engagement to advance a model of salespersons’ reactions to different monitoring styles based on self-determination theory. Perhaps in no other field, the salespersons-field managers’ relationship is as important as in the field of pharmaceutical selling. The study offers insights about the important consequence of two different monitoring styles; also the study is one of the exceptional efforts to provide evidence regarding the role of engagement in the relationship between two different monitoring styles and salespersons’ performance.

Self-determination theory and individuals’ intention to participate in donation crowdfunding

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Anwar Allah Pitchay ◽  
Noha Mamdouh Aboue Eliz ◽  
Yuvaraj Ganesan ◽  
Al-Amin Mydin ◽  
Ririn Tri Ratnasari ◽  
...  
Keyword(s):  
Design Methodology ◽  
Online Survey ◽  
Driving Forces ◽  
Sense Of Self ◽  
Self Determination Theory ◽  
Self Determination ◽  
Content Type ◽  
Intention To Participate ◽  
Self Worth ◽  
Donation Intention

Purpose This study aims to examine the factors that affect individuals’ intention of participating in donation crowdfunding in the context of Oman. Design/methodology/approach This study used the self-determination theory. A total of 250 respondents from Oman participated. The data is collected by online survey and analyses by using the partial least squares technique. Findings The results illustrate that sense of self-worth, perceived donor effectiveness and moral obligation positively affect donation intention (DI) towards crowdfunding projects. Furthermore, subjective norms and perceived behavioural control positively impact individuals’ intention to contribute to donation crowdfunding. Originality/value The results contribute to the literature on donation crowdfunding by identifying the driving forces of individuals’ DI to crowdfunding projects in Oman.

An exploration of motives, constraints and future participation intention in sport and exercise events

2018 ◽  
Vol 8 (5) ◽  
pp. 436-453 ◽  
Author(s):  
Konstantinos Koronios ◽  
Thanos Kriemadis
Keyword(s):  
Design Methodology ◽  
Extrinsic Motivation ◽  
Major Element ◽  
Self Determination Theory ◽  
Self Determination ◽  
Content Type ◽  
Motivation Factors ◽  
Intention To Participate ◽  
Extrinsic Motivators ◽  
Sport And Exercise

Purpose The purpose of this paper is to explore relations among constraints and motivation for running events commitment along with relations among motivation and future commitment intentions. Design/methodology/approach A quantitative approach was utilized for the aim of the present study and 1,944 questionnaires were gathered. The self-determination theory and the categorization among intrinsic and extrinsic motivators as proposed by Alexandris et al. (2002) were utilized and the suggested research tools were selected for the purposes of the study. Findings Intrapersonal constraints found to influence motivation factors while all three motivation factors had a significant effect on continuous participation intentions. Research limitations/implications The experimental data for the present research came from participants in a given running race. As mentioned in the discussion, the distinctive characteristics of running may have affected the examined relations in a way which might not be straightforwardly pertinent to different sports. Additional analysis in various activities is essential for the generalization of the findings. Originality/value This paper provides the context for a discussion. It shows that motivation factors (amotivation, intrinsic and extrinsic motivation) have a significant influence on individuals’ intention to participate in sport and exercise, as well as on their ability to negotiate associated constraints. The large sample is a major element of the originality of this study because adds to the validity of the results.

scholarly journals The credibility of refutation in two-sided anti-drug messages

2015 ◽  
Vol 5 (3) ◽  
pp. 241-257 ◽  
Author(s):  
Erlinde Cornelis ◽  
Verolien Cauberghe ◽  
Patrick De Pelsmacker
Keyword(s):  
Drug Abuse ◽  
Experimental Design ◽  
Design Methodology ◽  
Factorial Experimental Design ◽  
Content Type ◽  
Moderating Variables ◽  
Health Practitioners ◽  
Moderating Role ◽  
Argument Type

Purpose – This study aims to address the credibility effects of refutational versus non-refutational two-sided messages. Additionally, it aims to unravel the moderating role of issue ambivalence and argument type. Design/methodology/approach – A 2 × 2 × 2 between-subjects factorial experimental design (N = 853 adolescents) investigates the effect of eight anti-binge drinking and anti-marijuana messages on source and message credibility. Findings – The results show that refutation increases credibility compared to non-refutation. Additionally, a three-way interaction effect is found: credibility depends on the ambivalence of the issue and the argument type. Originality/value – First, this study clarifies the inconsistencies found in previous literature regarding (non-)refutational two-sided messages by addressing two important (and so far neglected) moderating variables. Second, we provide useful new insights for health practitioners who develop campaigns to prevent drug abuse among adolescents.

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