Service branding: suggesting an interactive model of service brand development

Kybernetes ◽  
2014 ◽  
Vol 43 (8) ◽  
pp. 1209-1223 ◽  
Author(s):  
Hugo Skaalsvik ◽  
Bjørn Olsen
Keyword(s):  
Content Type ◽  
Service Employees ◽  
Interactive Model ◽  
Customer Involvement ◽  
Service Leadership ◽  
Brand Development ◽  
Service Brand ◽  
Research Findings ◽  
The Individual ◽  
Practical Implications

Purpose – The purpose of this paper is to suggest an interactive model of service brand development. Design/methodology/approach – The design employed in the research represents a holistic and systemic approach to services branding and the methodology employed is conceptual desk research. Findings – The research findings encompass an interactive model of service brand components grounded on a systemic perspective. By building on services brand theory, three key actors constitute the components of the model, namely service leadership, service employees and customers. The findings also state how successful service branding may be obtained at the level of the individual service enterprise. Practical implications – The paper outlines a set of practical implications. For example, successful service brand development is obtained through a high degree of service orientation, customer involvement, an involvement model of service leadership and a motivated, committed and empowered workforce, particularly those employees at the frontline. Originality/value – The originality and value of the research rests on using systemic thinking in the development of an interactive model of services brand development

Joining up care around the individual – lessons from Vancouver

2014 ◽  
Vol 22 (2) ◽  
pp. 32-38
Author(s):  
John P. Sloan
Keyword(s):  
Frail Elderly ◽  
Design Methodology ◽  
Lessons Learned ◽  
Point Of View ◽  
Content Type ◽  
Frail Elderly People ◽  
Research Findings ◽  
The Individual ◽  
And Function ◽  
Practical Implications

Purpose – The purpose of this paper is to describe lessons learned from a homecare practice for frail elderly people. Design/methodology/approach – It is strictly a description of a point of view in respect of care of frailty designed to avoid institution. Findings – Generally, frail elderly patients choose care focused on comfort and function as opposed to the traditional systematic healthcare goals of rescue and prevention. This choice should be respected. Research limitations/implications – There are no formal research findings. Practical implications – Cost-saving as well as improvement in care is possible through team-based relationship-oriented homecare of the frail elderly where that care emphasizes comfort and function. Originality/value – This paper is authored by Dr John Sloan and is entirely original.

Made for each other? Psychological contracts and service brands evaluations

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Russel P.J. Kingshott ◽  
Sanjaya Singh Gaur ◽  
Piyush Sharma ◽  
Sheau Fen Yap ◽  
Yekaterina Kucherenko
Keyword(s):  
New Zealand ◽  
Psychological Contracts ◽  
Relational Contracts ◽  
Combined Effects ◽  
Content Type ◽  
Service Employees ◽  
Service Brand ◽  
Beauty Salons ◽  
The Individual ◽  
The Relationship

Purpose This paper aims to investigate the individual and combined effects of three types of psychological contracts between customers and service employees (i.e. transactional, relational and communal), resulting from the service organizations’ relational marketing efforts, on their customers’ service brand evaluations in terms of their satisfaction, trust and commitment toward the brand. Design/methodology/approach This study uses a field-survey of 303 regular customers of beauty salons and hairdressers in Auckland, New Zealand. All the constructs were measured using adapted versions of well-established scales and data was analyzed using SmartPLS due to the relatively smaller sample size and the primary research objective being the prediction of the three outcome variables (i.e. satisfaction, trust and commitment). Findings Transactional and relational contracts have a negative and positive impact, respectively, upon communal contracts. Communal contracts mediate the impact of transactional and relational contracts on trust and commitment but not on satisfaction. Trust also mediates the relationship between satisfaction and commitment. Research limitations/implications This paper collected data from female customers of beauty salons and hairdressers in New Zealand, which may affect the generalizability of the results. Practical implications This study provides practical insights into the differences in the roles of psychological contracts between the customers and service employees, which may help managers in service firms improve their customer relationship outcomes. Originality/value This paper extends the relationship and services marketing literature to reveal the individual and combined effects of the three types of psychological contracts on customer satisfaction, trust and commitment toward their service brand.

Entrepreneurship in regions: differentiated impacts of the socio cultural and gender types

2015 ◽  
Vol 28 (1) ◽  
pp. 45-76 ◽  
Author(s):  
Claudio Mancilla ◽  
José Ernesto Amorós
Keyword(s):  
Negative Impact ◽  
Positive Impact ◽  
Fear Of Failure ◽  
Content Type ◽  
Reference Models ◽  
Cultural Aspects ◽  
And Gender ◽  
The Individual ◽  
Practical Implications ◽  
Secondary City

Purpose The purpose of this paper is to study the differentiated impact of factors that influence the propensity to entrepreneur in a sample of people in Chile. A distinction is made between individuals that live in primary cities and secondary cities. The differentiating factors are socio‐cultural aspects (reference models – positive examples of entrepreneurs – and perception of social fear of failure) and the gender of the individual. Design/methodology/approach For the research data from the survey used in Chile by the Global Entrepreneurship Monitor for the years 2010 and 2011 were used. A logit model was used to determine the differentiated impact of the analysed factors and interactions were done using the method proposed by Corneliâen and Sonderhof (2009). Findings These showed that the fact that an individual lives in a secondary city decreases his entrepreneurship probability. The positive impact that the reference models have is weaker in women. Contrary to what was expected, the negative impact of the fear of failure perception is weaker in women. Practical implications These results have the implications to suggest focused public policies and differentiations that consider the socio‐cultural, territorial (focused in cities) and gender aspects. Originality/value The research contributes by giving empirical evidence of the existence of the negative impact of living in a secondary city and of differentiated effects of socio‐cultural factors from the gender perspective.

Digital competences of the workforce – a research topic?

2017 ◽  
Vol 23 (3) ◽  
pp. 721-734 ◽  
Author(s):  
Matthias Murawski ◽  
Markus Bick
Keyword(s):  
Research Topic ◽  
Future Research ◽  
Digital Competence ◽  
Content Type ◽  
Research Activities ◽  
Starting Point ◽  
Pros And Cons ◽  
Definition Of ◽  
The Individual ◽  
Practical Implications

Purpose Considering working in the digital age, questions on the consequences for the individual workers are, so far, often neglected. The purpose of this paper is to deal with the question of whether the digital competences of the workforce is a research topic. The authors argue for the thesis that it is indeed a research topic. Design/methodology/approach In addition to a literature analysis of the top IS, HR, and learning publications, non-scientific sources, as well as the opinions of the authors, are included. The authors’ thesis is challenged through a debate of corresponding pros and cons. Findings The definition of digital competences lacks scientific depth. Focussing on the workforce is valid, as a “lifelong” perspective is not mandatory for research. Digital competence research is a multidisciplinary task to which the IS field can make a valuable contribution. Research limitations/implications Although relevant references are included, some aspects are mainly driven by the opinions of the authors. The theoretical implications encompass a call for a scientific definition of digital competences. Furthermore, scholars should focus on the competences of the workforce, including occupations, roles, or industries. The authors conclude by providing a first proposal of a research agenda. Practical implications The practical implications include the alignment of multiple stakeholders for the design of “digital” curricula and the integration by HR departments of the construct of digital competences, e.g. for compensation matters and job requirements. Originality/value This paper is one of very few contributions in the area of the digital competences of the workforce, and it presents a starting point for future research activities.

Employee's lying behavior and the role of self-awareness

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Kirk Chang ◽  
Sylvain Max ◽  
Jérémy Celse
Keyword(s):  
Design Methodology ◽  
Deductive Reasoning ◽  
Research Approach ◽  
Self Awareness ◽  
Laboratory Setting ◽  
Content Type ◽  
Quasi Experimental ◽  
Research Findings ◽  
Practical Implications

Purpose Employee’s lying behavior has become ubiquitous at work, and managers are keen to know what can be done to curb such behavior. Managers often apply anti-lying strategies in their management and, in particular, the role of self-awareness on lying intervention has drawn academic attention recently. Drawing on multi-disciplinary literature, this study aims to investigate the efficacy of self-awareness in reducing lying behavior. Design/methodology/approach Following the perspectives of positivism and deductive reasoning, a quasi-experimental research approach was adopted. Employees from Dijon, France were recruited as research participants. Based on the literature, different conditions (scenario manipulation) were designed and implemented in the laboratory, in which participants were exposed to pre-set lying opportunities and their responses were analyzed accordingly. Findings Unlike prior studies which praised the merits of self-awareness, the authors found that self-awareness did not decrease lying behavior, not encouraging the confession of lying either. Employees actually lied more when they believed other employees were lying. Practical implications This study suggests managers not to rely on employee’s self-awareness; rather, the concept of self-awareness should be incorporated into the work ethics, and managers should schedule regular workshops to keep employees informed of the importance of ethics. When employees are regularly reminded of the ethics and appreciate its importance, their intention of lying is more likely to decrease. Originality/value To the best of the atuhors’ knowledge, the current research is the first in its kind to investigate lying intervention of employees in the laboratory setting. Research findings have brought new insights into the lying intervention literature, which has important implication on the implementation of anti-lying strategies.

The aftermath of COVID-19 pandemic period: barriers in implementation of social distancing at workplace

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Kashif Abbass ◽  
Abdul Aziz Khan Niazi ◽  
Tehmina Fiaz Qazi ◽  
Abdul Basit ◽  
Huaming Song
Keyword(s):  
Health Workers ◽  
Matrix Multiplication ◽  
Review Of Literature ◽  
Interpretive Structural Modeling ◽  
Content Type ◽  
Social Distancing ◽  
Employees With Disabilities ◽  
Data Collection And Analysis ◽  
Research Findings ◽  
Practical Implications

PurposeThe study aims to investigate the barriers in implementing social distancing at the workplace as an aftermath of the COVID-19 pandemic period.Design/methodology/approachStudy design consists of a review of literature, data collection and analysis. It encompasses identification, verification and analysis of the relationships among the barriers. Data have been collected from a panel of experts on matrix-type questionnaires from workplaces. Interpretive structural modeling (ISM) augmented with “Matrice d' Impacts Croise's Multiplication Appliquée a UN Classement (Cross Impact Matrix Multiplication Applied to Classification)” (MICMAC) for structural analysis.FindingsThe literature has identified twenty major barriers to implementing social distancing at the workplace. The research findings reveal/show that the barrier “matter of disrespect” occupies the bottom level in the ISM model. Therefore, it is the most critical barrier; whereas, employees with disabilities and “herding culture” are crucial as they occupy the next lowest level, therefore, are crucial. Moreover, there are ten barriers positioned in the middle of the model having moderate-severe effects, and seven falls on the top level of the model having relatively less severe effects. Results of MICMAC affirm and avow the results of ISM.Research limitations/implicationsThe study will have profound theoretical and practical implications for stakeholders since it provides lot of new useful and valuable information, gives relational insights and determines priorities subject to usual limitations of survey research.Originality/valueIt is an original attempt to make some sense of practicability of social distancing for stakeholders including policymakers, frontline health workers and public at large.

Are the saving decision patterns of bank customers also clouded by psychological biases? Evidence from Ghana

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Joseph Emmanuel Tetteh ◽  
Christopher Boachie
Keyword(s):  
Decision Making ◽  
Loss Aversion ◽  
Design Methodology ◽  
Weighted Least Squares ◽  
Least Squares Regression ◽  
Individual Decision ◽  
Content Type ◽  
Saving Decisions ◽  
The Individual ◽  
Practical Implications

PurposeThis paper attempts to investigate the influence of psychological biases on saving decision-making of bank customers in Ghana.Design/methodology/approachIt employs weighted least squares regression to test the effect of psychological biases on savings decisions of bank customers.FindingsThe findings show that all the nine psychological biases, namely mental accounting, availability, loss aversion, representativeness, anchoring, overconfidence, status quo, framing effect and disposition effect employed for the study have a significant influence on saving decision of bank customers. The results depict that psychological biases are entrenched in the saving pattern of bank customers in Ghana.Practical implicationsFor policy purposes, the study recommends that bank customers need to enhance their knowledge of psychological biases in order to improve their gains from savings, and not to fall prey to these prejudices. The satisfied customer is a dependable source of bank viability and survival.Originality/valueTo the best of the knowledge of the author, this study provides the first empirical evidence of the influence of psychological biases on saving decisions of bank customers in Ghana. The findings of this study will enhance knowledge on the influence of psychological biases on individual decision-making and will accentuate the fact that the individual is not an entirely rational being.

The factors behind working in virtual community

2019 ◽  
Vol 12 (2) ◽  
pp. 246-267 ◽  
Author(s):  
Anitha Acharya
Keyword(s):  
Virtual Teams ◽  
Virtual Community ◽  
Cost Savings ◽  
Working Hours ◽  
Substantial Cost ◽  
Content Type ◽  
Part Time ◽  
Research Findings ◽  
Hourly Basis ◽  
Practical Implications

Purpose In this paper, the prior research on virtual teams was reviewed to assess the state of the literature. The purpose of this paper is to determine why individuals prefer working in virtual teams (also termed liquid workers and part-time workers). Previous researchers have focussed on the benefits that organizations receive if they hire liquid workers, but to date, no research has been conducted to determine the perspective of these liquid workers. The various definitions of virtual teams are discussed and an integrative definition is proposed that suggests all teams may be defined in terms of their extent of virtualness. Design/methodology approach A systematic review of the literature on virtual teams was conducted. The data were collected from 12 informants. A thematic analysis was used to analyse the data. Findings Six main themes were identified, namely, pliability, opportunities, increased earnings, vigour, family and transportation. Research limitations/implications This study was conducted in a three-metropolitan city in India and warrants being extended to rural and international settings to gain additional insights and confirmation of the research findings. Practical implications It is suggested that organizations who recruit liquid workers will be in a position for substantial cost savings; this is because organizations usually make payment of liquid workers’ wages on an hourly basis. This will help the organizations to schedule the number of working hours depending on their needs. Originality/value The current study is novel as there is a paucity of research in identifying the factors behind working in the virtual community in India. This study presents the first research of its kind to the best knowledge of the author, and the findings will be valuable for companies who are looking for cost savings.

Studying customers’ resource integration by service employees in interactional value co-creation

2016 ◽  
Vol 30 (2) ◽  
pp. 152-164 ◽  
Author(s):  
Loïc Plé
Keyword(s):  
Conceptual Framework ◽  
Design Methodology ◽  
Customer Participation ◽  
Resource Integration ◽  
Service Dominant Logic ◽  
Content Type ◽  
Service Employees ◽  
Dominant Logic ◽  
Managerial Implications ◽  
Practical Implications

Purpose Noting that resource integration is a pivotal dimension of value co-creation in Service-Dominant logic, this paper aims to explore how service employees engaged in co-creation processes with customers integrate the latter’s resources. Design/methodology/approach To address the limitations of previous research on customer resources and their integration by service employees, this study turns to the concept of customer participation to identify the nature of customers’ resources. A conceptual framework of their integration by service employees underpins nine key propositions. This foundation leads to the development of theoretical contributions, managerial implications and avenues for research. Findings Customers can use 12 types of resources in value co-creation. Contrasting with earlier findings, the conceptual framework reveals that service employees may not only integrate these customers’ resources but also either misintegrate or not integrate them. Non-integration and misintegration may be intentional or accidental. Accordingly, value co-creation or co-destruction may result from interactions. Research limitations/implications This conceptual and exploratory text requires complementary theoretical and empirical investigations. It also does not adopt an ecosystems view of co-creation. Practical implications Knowing the different steps of resource integration and what influences them should increase the chances of value co-creation and limit the risks of value co-destruction. Originality/value Scant research has examined the nature of customer resources and how service employees integrate them. This paper also is the first to distinguish among resource integration, misintegration and non-integration.

Knowledge transfer in IS offshoring: a Delphi study of the offshore coordinator role

2019 ◽  
Vol 21 (1) ◽  
pp. 36-62 ◽  
Author(s):  
Artur Strasser ◽  
Markus Westner ◽  
Susanne Strahringer
Keyword(s):  
Knowledge Transfer ◽  
Delphi Study ◽  
Management Skills ◽  
Content Type ◽  
Hard Skills ◽  
Two Factors ◽  
Research Findings ◽  
Strong Consensus ◽  
Practical Implications ◽  
Is Offshoring

Purpose This paper aims to investigate the main tasks, necessary skills, and the implementation of the offshore coordinator’s role to facilitate knowledge transfer in information systems (IS) offshoring. Design/methodology/approach This empirical exploratory study uses the classical Delphi method that includes one qualitative and two quantitative rounds to collect data on IS experts’ perceptions to seek a consensus among them. Findings The participants agreed, with strong consensus, for a set of 16 tasks and 15 skills. The tasks focused primarily on relationship management and facilitating knowledge transfer on different levels. The set of skills consists of approximately 25 per cent “hard” skills, e.g. professional language skills and project management skills, and approximately 75 per cent “soft” skills, e.g. interpersonal and communication skills and the ability to deal with conflict. Two factors mainly influence implementing the offshore coordinator role: project size and the number of projects to be supported simultaneously. Practical implications The findings provide indications of how to define and fulfill this crucial role in practice to facilitate the knowledge transfer process in a positive way. Originality/value Similarities in previous research findings are aggregated to examine the intermediate role in detail from a consolidated perspective. This results in the first comprehensive set of critical tasks and skills assigned to the competency dimensions of the universal competency framework, demonstrating which and how many competency dimensions are critical.

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