scholarly journals Omni-channel users and omni-channel customers: a segmentation analysis using distribution services

2019 ◽  
Vol 23 (3) ◽  
pp. 415-436 ◽  
Author(s):  
Monica Cortiñas ◽  
Raquel Chocarro ◽  
Margarita Elorz
Keyword(s):  
Customer Service ◽  
Multinomial Logit Model ◽  
Customer Segmentation ◽  
Future Research ◽  
Economic Implications ◽  
Content Type ◽  
Price Perception ◽  
Distribution Services ◽  
Wide Range ◽  
Channel Segment

Purpose Consumers are increasingly combining distribution channels, thus displaying so-called omni-channel behavior, both to complete a given purchase and between purchases. The authors make a distinction between omni-channel customers, who make use of distribution services in both channels and omni-channel users, who make partial use of the distribution services of one channel to support purchases in another. This paper aims to identify the omni-channel behavior among the customers of a global fast fashion retailer dealing in a wide range of apparel and clothing accessories. Design/methodology/approach Using a multinomial logit model, the authors perform a customer segmentation based on observed omni-channel behavior, considering the explanatory roles of demographics, distribution service features and customer service policies across the different retail channels. Findings The authors observe that the key retail channel features for explaining omni-channel customer behavior are product accessibility, both in store and online; the assurance that goods purchased online will satisfy the customer’s needs and expectations; and the option to return goods found unsatisfactory. Practical implications The results clearly show that the nature of the visits and purchases made by customers is determined by various components of the companýs customer service policy, which can, therefore, be used to guide the retailer’s segmentation strategy. Originality/value Future lines of research should explore the economic implications of this customer segmentation. The price perception data emerging from our findings suggest a greater sensitivity to prices in the mono-channel segment, which might be worth exploring in future research. Future research Future lines of research should explore the economic implications of this customer segmentation. The price perception data emerging from our findings suggest a greater sensitivity to prices in the mono-channel segment which might be worth exploring in future research.

The role of organizational culture in the knowledge management process

2015 ◽  
Vol 19 (3) ◽  
pp. 433-455 ◽  
Author(s):  
Christina Ling-hsing Chang ◽  
Tung-Ching Lin
Keyword(s):  
Organizational Culture ◽  
Knowledge Management ◽  
Customer Service ◽  
Survey Methodology ◽  
Cultural Dimensions ◽  
Content Type ◽  
Knowledge Resources ◽  
Positive Effects ◽  
Wide Range ◽  
The Individual

Purpose – The purpose of the study is to focus on the enhancement of knowledge management (KM) performance and the relationship between organizational culture and KM process intention of individuals because of the diversity of organizational cultures (which include results-oriented, tightly controlled, job-oriented, closed system and professional-oriented cultures). Knowledge is a primary resource in organizations. If firms are able to effectively manage their knowledge resources, then a wide range of benefits can be reaped such as improved corporate efficiency, effectiveness, innovation and customer service. Design/methodology/approach – The survey methodology, which has the ability to enhance generalization of results (Dooley, 2001), was used to collect the data utilized in the testing of the research hypotheses. Findings – Results- and job-oriented cultures have positive effects on employee intention in the KM process (creation, storage, transfer and application), whereas a tightly controlled culture has negative effects. Research limitations/implications – However, it would have been better to use a longitudinal study to collect useful long-term data to understand how the KM process would be influenced when organizational culture dimensions are changed through/by management. This is the first limitation of this study. According to Mason and Pauleen (2003), KM culture is a powerful predictor of individual knowledge-sharing behavior, which is not included in this study. Thus, this is the second limitation of this paper. Moreover, national culture could be an important issue in the KM process (Jacks et al., 2012), which is the third limitation of this paper for not comprising it. Practical implications – In researchers’ point of view, results- and job-oriented cultures have positive effects, whereas a tightly controlled culture has a negative effect on the KM process intention of the individual. These findings provide evidences that challenge the perspective of Kayworth and Leidner (2003) on this issue. As for practitioners, management has a direction to modify their organizational culture to improve the performance of KM process. Social implications – Both behavioral and value perspectives of the organizational cultural dimensions (results-oriented, tightly control, job-oriented, sociability, solidarity, need for achievement and democracy) should be examined to ascertain their effects firstly on KM culture and then on the KM process intention of the individual. It is hoped that the current study will spawn future investigations that lead to the development of an integrated model which includes organizational culture, KM culture and the KM process intention of the individual. Originality/value – The results-oriented, loosely controlled and job-oriented cultures will improve the effectiveness of the KM process and will also increase employees’ satisfaction and willingness to stay with the organization.

scholarly journals Helping auditors identify deception through psycholinguistics

2018 ◽  
Vol 25 (4) ◽  
pp. 1062-1076 ◽  
Author(s):  
Rebecca Nicolaides ◽  
Richard Trafford ◽  
Russell Craig
Keyword(s):  
Oral Language ◽  
Research Agenda ◽  
Relevant Literature ◽  
Bibliographic Databases ◽  
Future Research ◽  
Content Type ◽  
Fraud Risk ◽  
Critical Elements ◽  
Future Research Agenda ◽  
Wide Range

Purpose This paper reviews an array of psycholinguistic techniques that auditors can deploy to explore written and oral language for signs of deception. The review is drawn upon to propose some elements of a forward research agenda. Design/methodology/approach Relevant literature across several disciplines is identified through keyword searches of major bibliographic databases. Findings The techniques highlighted have considerable potential for use by auditors to identify audit contexts which merit closer audit investigation. However, the techniques need further contextual empirical investigation in audit contexts. Seven specific propositions are presented for empirical testing. Originality/value This paper assembles literature on deceptive communication from a wide range of disciplines and relates it to the audit context. Auditors’ attention is directed to potential linguistic signals of fraud risk, and opportunities for future research are suggested. The paper is consciousness-raising, has pedagogic purpose and suggests critical elements for a future research agenda.

scholarly journals The Little Ice Age, the climatic background of present-day warming in Europe

2018 ◽  
Vol 44 (1) ◽  
pp. 7 ◽  
Author(s):  
M. Oliva
Keyword(s):  
Little Ice Age ◽  
Ice Age ◽  
Future Research ◽  
Climate Regime ◽  
European Continent ◽  
Economic Implications ◽  
Climate Conditions ◽  
Wide Range ◽  
Show Evidence ◽  
Spatio Temporal

The Little Ice Age (LIA) constitutes the coldest period of the last millennia in Europe. A wide range of natural and historical records show evidence of colder climate conditions between the 14th and 19th centuries, together with a higher frequency of extreme hydroclimatic events. During these centuries, temperatures and precipitations showed different spatio-temporal patterns across Europe. This Special Issue includes eleven scientific works focusing on the climate regime, environmental dynamics as well as socio-economic implications of the LIA in Europe. Besides, this paper also identifies key guidelines for future research on the LIA causes and its consequences on environmental systems in the European continent.

Employing proactive interaction for service failure prevention to improve customer service experiences

2017 ◽  
Vol 27 (1) ◽  
pp. 164-186 ◽  
Author(s):  
Hyunju Shin ◽  
Alexander E. Ellinger ◽  
David L. Mothersbaugh ◽  
Kristy E. Reynolds
Keyword(s):  
Customer Service ◽  
Service Provision ◽  
Service Providers ◽  
Service Failure ◽  
Marketing Research ◽  
Theory And Practice ◽  
Future Research ◽  
Content Type ◽  
Failure Prevention ◽  
Patronage Behavior

Purpose Services marketing research continues to be largely focused on firms’ reactive interactions for recovering from service failure rather than on proactive customer interactions that may prevent service failure from occurring in the first place. Building on previous studies that assess the efficacy of implementing proactive interaction in service provision contexts, the purpose of this paper is to compare the influences of proactive interaction to prevent service failure and reactive interaction to correct service failure on customer emotion and patronage behavior. Since proactive interaction for service failure prevention is a relatively underexplored and resource-intensive approach, the authors also assess the moderating influences of customer and firm-related characteristics. Design/methodology/approach The study hypotheses are tested with survey data from two scenario-based experiments conducted in a retail setting. Findings The findings reveal that customers prefer service providers that take the initiative to get to them before they have to initiate contact for themselves. The findings also identify the moderating influences of relationship quality, situational involvement, and contact person status and motive. Originality/value The research contributes to the development of service provision theory and practice by expanding on previous studies which report that proactive efforts to prepare customers for the adverse effects of service failure are favorably received. The results also shed light on moderating factors that may further inform the exploitation of resource-intensive proactive interaction for service failure prevention. An agenda is proposed to stimulate future research on proactive customer interaction to prevent service failure in service provision contexts.

Prepaid debit cards and banking intention

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Sophia T. Anong ◽  
Aditi Routh
Keyword(s):  
Low Income ◽  
Transtheoretical Model ◽  
Customer Segmentation ◽  
Future Research ◽  
Bank Account ◽  
Content Type ◽  
Debit Card ◽  
The Impact ◽  
Debit Cards

PurposeThis study examines the relationship between prepaid debit card use and the intention to open a bank account within twelve months. The Transtheoretical Model (TTM) of Behavior Change helped to conceptualize one's stage in the process of changing from unbanked status if desired. The Theory of Planned Behavior (TPB) provided a framework to examine factors that influence banking intention. Prepaid debit card use is considered a social norm as it is a popular alternative to banking, and these accounts have increasingly mimicked bank account features in recent years.Design/methodology/approachThree in-depth focus group interviews with low-income respondents were first conducted in 2012, which revealed a prolific use of prepaid debit cards. Most participants had previous banking history, and despite negative experiences, some requested information about banking terms and “free” banking. These themes and previous studies informed a TPB-based biprobit model, which was estimated using data of an unbanked sample from 2013, 2015 and 2017 waves of the US Survey of Unbanked and Underbanked Households.FindingsThough there was banking interest in the focus groups, no significant empirical association was found between recent prepaid debit card use and banking intention. Going deeper with another sample, we found that current cardholders were equally likely to have become recently banked or to be long-term unbanked but less likely to be long-term banked. Also, factors such as a more recent relationship with banks, use of other alternative financial services for transactions and credit, smartphone ownership, and trust increase banking intention.Research limitations/implicationsThe main limitation of the study is the cross-section quantitative data. Future research may track banking status over time, particularly as financial technology (fintech) evolves with alternatives that may influence banks and customers to adapt.Practical implicationsTo compete with “leapfrog” fintech banking alternatives, bank managers should consider utilizing customer segmentation to target “at-risk” customers and former customers with products and terms tailored to meet their banking needs. Banks can also tailor digital products to capture markets in banking desserts through mobile phones.Originality/valueThis mixed-methods study is unique in that it builds on insights from earlier in-depth interviews with real unbanked groups to examine a trend in prepaid debit card use and the impact on banking interest.

The role of customer engagement facets on the formation of attitude, loyalty and price perception

2019 ◽  
Vol 33 (7) ◽  
pp. 890-903 ◽  
Author(s):  
Maxi Bergel ◽  
Phillip Frank ◽  
Christian Brock
Keyword(s):  
Purchase Behavior ◽  
Customer Engagement ◽  
Future Research ◽  
Content Type ◽  
Price Perception ◽  
Forest Park ◽  
Affective Attitude ◽  
Set Up ◽  
Price Perceptions ◽  
Referral Behavior

Purpose This study aims to investigate the influence of customer satisfaction on four facets of customer engagement: customer influencer behavior, knowledge behavior, referral behavior and purchase behavior. Furthermore, its (in)direct influence on affective attitude, price perception and loyalty is investigated. Design/methodology/approach Two studies were conducted. First, an experimental scenario design was set up to investigate the hypothesized relations between customer engagement; customers’ affective attitude and their loyalty; and their price perceptions. Second, a survey at a national forest park center helped to secure external validity. Findings The results indicate that engaged customers develop a more positive affective attitude, which leads to increased future loyalty and positive price perceptions. In addition, the results suggest that assessing cognitive approaches exclusively is not sufficient for understanding customers’ price perceptions. Research limitations/implications Future research should investigate antecedents of customer engagement behaviors (CEBs) other than satisfaction, and extend this research by taking into account further mediators that might be cognitive rather than affective. Practical implications The results are of superior importance for services or tourism destinations. Fostering CEB can help in improving a destinations’ performance. Originality/value This research expands the current state of literature by investigating several dimensions of CEB at one time, as well as by examining customers’ affective attitude toward the organization as a potential mediator, extending previous research approaches.

scholarly journals Reflection on success and failures: scale development and validation

2020 ◽  
Vol 32 (8) ◽  
pp. 615-626
Author(s):  
Makoto Matsuo
Keyword(s):  
Positive Psychology ◽  
Work Engagement ◽  
Convergent Validity ◽  
Structural Equation ◽  
Discriminant Validity ◽  
Equation Modeling ◽  
Future Research ◽  
Content Type ◽  
Strengths Use ◽  
Wide Range

Purpose Although positive psychology emphasizes the importance of reflecting on success in promoting strengths use and self-efficacy, no research has developed a measure of reflection on success. The purpose of this study is to develop and validate the scales for reflection on success and failures. Design/methodology/approach Study 1 was conducted to extract the dimensions of reflection on success and failures using survey data from nurses (n = 298), whereas Study 2 involved validation of the scales using a two-wave survey of physical therapists (n = 291). Findings In Study 1, the factors of “reflection on success” and “reflection on failures” were extracted by exploratory factor analysis. In Study 2, the discriminant validity of the two scales was established via confirmatory factor analyses. The structural equation modeling results indicated that reflection on success promoted work authenticity, work engagement and strengths use, while reflection on failures only promoted work engagement, indicating the convergent validity of the scales. Research limitations/implications As the research subjects were medical professionals in Japan, the scales need to be validated with samples from a wide range of occupations and cultural backgrounds, in future research. Originality/value The present research expands the literature on reflection and strengths-based approach by introducing the “success–failures” dimension based on positive psychology, broaden-and-build theory and job demands–resources theory.

Reimagining customer service through journey mapping and measurement

2020 ◽  
Vol 54 (10) ◽  
pp. 2387-2417 ◽  
Author(s):  
Charles H. Patti ◽  
Maria M. van Dessel ◽  
Steven W. Hartley
Keyword(s):  
Customer Service ◽  
Process Model ◽  
Model Development ◽  
Future Research ◽  
Customer Journey ◽  
Service Experience ◽  
Content Type ◽  
Important Challenge ◽  
Taxonomic Approach ◽  
And Performance

Purpose How can customer service be so bad in an era when companies collect endless data on customer interactions? The purpose of this paper is to contribute to the important challenge of elevating customer service delivery by providing guidelines for when and how to select optimal measures of customer service measurement using a new decision framework. Design/methodology/approach The paper uses a comprehensive, multi-dimensional review of extant literature related to customer service, journey mapping and performance measurement and applied a qualitative, taxonomic approach for model development. Findings A process model and customer journey mapping framework can facilitate the selection and application of appropriate and relevant customer service experience metrics to enhance customer service experience strategies, creation and delivery. Research limitations/implications The taxonomy of customer service metrics is limited to current publicly and commercially available metrics. The dynamic nature of the customer service environment necessitates continuous updates of the model and framework. Practical implications Selection of customer service performance measures should match relevant stages of the customer journey; use perception-based, operational and outcome-based metrics that track employee and customer behaviours; improve omni-channel measurement; and integrate data-sharing and benchmark measurement initiatives through collaboration with customer service communities. Originality/value A reimagined perspective is offered to the complex challenge of measuring and improving customer service, providing a new decision-making framework for customer service experience measurement and guidance for future research.

Leading improvement

2005 ◽  
Vol 19 (6) ◽  
pp. 413-430 ◽  
Author(s):  
John Øvretveit
Keyword(s):  
Empirical Research ◽  
Leadership Role ◽  
Hard Copy ◽  
Future Research ◽  
Quality And Safety ◽  
Content Type ◽  
Safety Improvement ◽  
Wide Range ◽  
Improvement Method ◽  
Leader Role

PurposeTo provide research‐informed guidance to leaders of quality and safety improvement and evidence‐based materials for education programmes for leadersDesign/methodology/approachSearch of databases and hard copy literature since 1985 into managers' and leaders' role in quality and safety improvement. Classification into “eA”: Empirical research strong evidence, “eB”: Empirical research, weak evidence and, “eC”: Conceptual discussion, not based on systematic empirical research. Summary, and synthesis of the best available evidence for a guidance checklist for leaders.FindingsAlthough most literature emphasises the importance of committed leadership for successful quality and safety improvement, research evidence supporting this is scarce and often scientifically limited. The research shows evidence of the limitations and scope of leader actions for improving health care provision, the need to engage clinicians in this work and ways to do so, as well as the leadership role played by others apart from senior leaders. The ability of managers and other leaders skilfully to tailor Q&SI to the situation may be important but descriptions of how leaders do this and evidence supporting this proposition are lacking.Research limitations/implicationsMore research is needed about whether or how the leader role is different according to the stage of quality and safety development of the organisation, the type of organisation, the type of context, the level and type of leader and the type of improvement and improvement method.Practical implicationsImplications for leaders' actions are provided in a “best evidence guidance” checklist. This provides more tangible and research‐informed guidance than the inspirational literature or studies from single organisations.Originality/valueThis paper provides the first overview and synthesis of a wide range of studies which can be used as a basis for future research and materials for educational programmes. It provides the first detailed guidance for leaders about specific actions which research suggests they need to take to improve quality and safety.

scholarly journals Recent development of SPR spectroscopy as potential method for diagnosis of dengue virus E-protein

Sensor Review ◽  
2018 ◽  
Vol 38 (1) ◽  
pp. 106-116 ◽  
Author(s):  
Nur Alia Sheh Omar ◽  
Yap Wing Fen
Keyword(s):  
Thin Films ◽  
Dengue Virus ◽  
Three Dimensional ◽  
Optical Biosensor ◽  
Future Research ◽  
Multilayer Thin Films ◽  
Content Type ◽  
Sensing Applications ◽  
E Protein ◽  
Wide Range

Purpose This paper aims to review the potential application of surface plasmon resonance (SPR) in diagnosis of dengue virus (DENV-2) E-protein and the development of SPR to become an alternative DENV sensor. Design/methodology/approach In this review, the existing standard laboratory techniques to diagnosis of DENV are discussed, together with their drawbacks. To overcome these drawbacks, SPR has been aimed to be a valuable optical biosensor for identification of antibodies to the DENV antigen. The review also includes the future studies on three-dimensional poly(amidoamine) (PAMAM) dendrimer-surface-assembled monolayer (SAM)-Au multilayer thin films, which are envisaged to have high potential sensitive and selective detection ability toward target E-proteins. Findings Application of SPR in diagnosis of DENV emerged over recent years. A wide range of immobilized biorecognition molecules have been developed to combine with SPR as an effective sensor. The detection limit, sensitivity and selectivity of SPR sensing in DENV have been enhanced from time to time, until the present. Originality/value The main purpose of this review is to provide authors with up-to-date and useful information on sensing DENV using SPR and to introduce a novel three-dimensional PAMAM-SAM-Au multilayer thin films for future research on SPR sensing applications.

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