Mobile-based value co-creation: contextual factors towards customer experiences

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Sut Ieng Lei ◽  
Dan Wang ◽  
Rob Law
Keyword(s):  
Narrative Analysis ◽  
Contextual Factors ◽  
Computer Mediated Communication ◽  
Individual Characteristics ◽  
Interaction Process ◽  
Structured Interviews ◽  
Design Data ◽  
Research Attention ◽  
Content Type ◽  
Customer Interaction

Purpose Collecting information from and interacting with customers through mobile platforms for personalization purposes have become a trend. While mobile-based value co-creation has attracted wide research attention, a noticeable gap exists regarding what might potentially affect the firm–customer interaction process through which value is co-created. This paper aims to explore how customers exchange information and communicate with firms through mobile applications for value co-creation purposes in a travel context. Design/methodology/approach Based on a constructivist research paradigm, this study adopted a qualitative research design. Data were collected through semi-structured interviews and were analyzed following narrative analysis approach. Findings The findings highlight the contextual factors (individual characteristics, trip characteristics and computer-mediated communication characteristics) that facilitate and inhibit the firm–customer interaction process. Practitioners are suggested to put more efforts on creating stimuli for interactions and managing customer expectation. Research limitations/implications This study goes beyond technology adoption and focuses on customers’ post-adoption stage. The findings shed light on the important role of the service provider in facilitating effective interactions for value co-creation with customers. Originality/value This study focuses on the interaction process, rather than the antecedents and outcomes of mobile-based value co-creation. It contributes empirical evidence on how customers co-create value and why some situations present better opportunities for successful value co-creation.

Market-mediated authenticity in culturally themed culinary space

2018 ◽  
Vol 21 (3) ◽  
pp. 353-374 ◽  
Author(s):  
Nilanjana Sinha ◽  
Himadri Roy Chaudhuri ◽  
Jie G. Fowler ◽  
Sitanath Mazumdar
Keyword(s):  
Service Providers ◽  
Participant Observation ◽  
Cultural Continuity ◽  
Structured Interviews ◽  
Design Data ◽  
Global Marketplace ◽  
Content Type ◽  
Four Dimensions ◽  
Provider Perspectives ◽  
Cultural Boundaries

PurposeThis paper aims to explore authenticity as a multidimensional construct from both consumer and service provider perspectives in the context of culturally themed restaurants in Kolkata, India.Design/methodology/approachUtilizing a phenomenological design, data have been collected through participant observation, photographs and semi-structured interviews in Bengali-themed restaurants over a two-year period.FindingsBy articulating the processes and dimensions that operate behind the narrative of authenticity, the findings display the interaction between market/cultural forces and the perception of authenticity. These reveal that authenticity embraces four major categories, namely, traditional, staged-form, postmodern and constructivist.Research limitations/implicationsThis study provides insights into the collective role of both consumers and service providers in mediating perceptions of authenticity. Theoretically, this study contributes to the literature by articulating four dimensions of authenticity.Practical implicationsPractically, this study assists marketers with insights into the balance of authenticity and the commoditization of culture.Originality/valueAs globalization weakens cultural boundaries and jeopardizes regional identities, there is a need for reassuring cultural continuity that upholds ethnic legacy for local consumers. Thus, this study provides theoretical and practical insights for both researchers and practitioners concerned about maintaining authenticity in a global marketplace.

Implementation and normalization process of asynchronous video interviewing practices in the hospitality industry

2018 ◽  
Vol 30 (2) ◽  
pp. 685-701 ◽  
Author(s):  
Cynthia Mejia ◽  
Edwin N. Torres
Keyword(s):  
Hospitality Industry ◽  
Selection Process ◽  
New Technology ◽  
Implementation Process ◽  
Structured Interviews ◽  
Research Attention ◽  
Content Type ◽  
Recruitment And Selection ◽  
The Impact ◽  
Normalization Process

Purpose Asynchronous video interviews (AVIs) enable recruiters and job candidates to conduct and review employment interviews at different points in time, promising improved cost and time efficiencies for all users. This research aims to investigate the implementation and normalization process of AVI in the hospitality industry with the unified theory of acceptance and use of technology (UTAUT) and the normalization process theory (NPT) providing theoretical support. Design/methodology/approach Semi-structured interviews have been conducted with hiring managers from three different hospitality companies, which were in different stages of the implementation process. The data have been recorded, transcribed and coded according to the UTAUT and NPT constructs, revealing emergent themes. Findings Five overarching themes emerged: AVI effort and efficiency expectation; augmentation to the interview process; challenges for the applicant; challenges for the recruiter; and issues with applicant interviewing aesthetics. Additional coding and analysis with NPT identified the following in terms of evaluation of the implementation process: participants’ implementation activities showed a tendency to emanate from cognitive participation (relationship work), leading to coherence (sense-making work), followed by collective action (enactment of work/operational work) and finally reflexive monitoring (appraisal work). Practical implications Findings from this research include recommendations for the best practices integrating AVI into the hospitality employee selection process. Originality/value Given the increased demands on the recruitment and selection of talent in the hospitality industry, several organizations have turned to mechanized HR software platforms. The impact of interview modalities and particularly AVI has received limited research attention, thus this study expanded this new stream of literature. Furthermore, this research is among a nascent stream using NPT to evaluate the implementation and normalization of this new technology.

Exploring perceptions of pracademics in an Arab context

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Youmen Chaaban ◽  
Abdellatif Sellami ◽  
Rania Sawalhi ◽  
Elkhouly Marwa
Keyword(s):  
Identity Construction ◽  
Narrative Analysis ◽  
Design Methodology ◽  
Social Activity ◽  
Ministry Of Education ◽  
Structured Interviews ◽  
University Supervisors ◽  
Content Type ◽  
Identity Renegotiation ◽  
Insight Into

PurposeThis study explored the perceptions of Arab professionals toward pracademia and the ways they position themselves as professionals in this field.Design/methodology/approachNarrative data were elicited through semi-structured interviews with a total of eighteen pracademics identified for their work in teacher education. Participants included ten professional development (PD) specialists, three university supervisors and five specialists working at the Ministry of Education in Qatar.FindingsNarrative analysis of the interviews revealed variations in their identity renegotiations, with one group experiencing an emerging pracademic identity and the other group “holding on” to their previous practitioner identities. The narratives further provided insight into Arab pracademics relating to three themes: (1) definitions and roles, (2) knowledge and skills and (3) relationships with others, all of which pertain to pracademic identity construction.Originality/valueThe study contributes to understanding the identity renegotiation of pracademics working in multiple contexts in an Arab setting. Several recommendations are offered to support pracademics' identity renegotiation as a social activity.

Novel and practical idea generation

2019 ◽  
Vol 11 (3) ◽  
pp. 325-343 ◽  
Author(s):  
Chih-Huei Ko ◽  
Sou-Chin Wu ◽  
Chien-Yu Chen
Keyword(s):  
New Product Development ◽  
Virtual Communities ◽  
Computer Mediated Communication ◽  
Idea Generation ◽  
Individual Characteristics ◽  
Content Type ◽  
Brand Knowledge ◽  
Interactive Behaviors ◽  
High Level

Purpose Numerous studies have examined individual attitudes and behaviors in both face-to-face (FTF) communication and computer-mediated communication (CMC). However, little research has focused on differences between FTF communication and CMC with respect to idea generation for new product development or on the role of their individual characteristics. Thus, the purpose of this study is to examine the influences of FTF, CMC and brand knowledge on idea generation. Design/methodology/approach This study conducted a 4 × 2 quasi-experimental design to examine the effects of four types of interactive groups (low and high level of FTF × low and high level of CMC) and brand knowledge (low and high) on novel and practical idea generation. Data from168 members of the Mondeo Motor Club in Taiwan were assessed. Findings Participants with more FTF interaction were more likely to generate novelty ideas than practicality ideas. In addition, participants with high brand knowledge produced more novel and practical ideas compared with participants with low brand knowledge. However, the empirical findings did not support the moderating role of brand knowledge in the relationship between interactive behaviors and idea generations. Research limitations/implications The results of this study are relevant for facilitating the “novelty” and “practicality” ideas in virtual brand communities. However, this research examined a single community, which may limit the generalizability of its results to other virtual communities. Originality/value Few studies have focused on online idea generation from a consumer-to-consumer (C2C) interaction perspective. The results of this study can assist marketers to understand how C2C interactive behaviors differentiate the “novelty” and “practicality” ideas.

Mandatory audit firm rotation: a critical composition of practitioner views from an emerging economy

2020 ◽  
Vol 35 (7) ◽  
pp. 861-896
Author(s):  
Michael Harber ◽  
Warren Maroun
Keyword(s):  
Audit Committee ◽  
Audit Quality ◽  
Unintended Consequences ◽  
Policy Implications ◽  
Chief Financial Officers ◽  
Structured Interviews ◽  
Design Data ◽  
Content Type ◽  
Audit Firm ◽  
Mandatory Audit Firm Rotation

Purpose This study aims to address an acknowledged gap in the literature for the analysis of experienced practitioner views on the effects and implications of mandatory audit firm rotation (MAFR). Design/methodology/approach Using an exploratory and sequential design, data was collected from South African regulatory policy documents, organisational comment letters and semi-structured interviews of practitioners. These findings informed a field survey, administered to auditors, investors, chief financial officers (CFOs) and audit committee members of Johannesburg Stock Exchange (JSE) listed companies. Findings Practitioners expressed considerable pushback against the potential efficacy of MAFR to improve audit quality due to various “switching costs”, notably the loss of client-specific knowledge and expertise upon rotation. In addition, the cost and disruption to both the client and audit firm are considered significant and unnecessary, compared to audit partner rotation. The audit industry may suffer reduced profitability and increased strain on partners, leading to a decline in the appeal of the profession as a career of choice. This is likely to have negative implications for audit industry diversity objectives. Furthermore, the industry may become more supplier-concentrated amongst the Big 4 firms. Practical implications The findings have policy implications for regulators deciding whether to adopt the regulation, as well as guiding the design of policies and procedures to mitigate the negative effects of adoption. Originality/value The participants are experienced with diverse roles concerning the use, preparation and audit of financial statements of large exchange-listed multinational companies, as well as engagement in the auditor appointment process. The extant literature presents mixed results on the link between MAFR and audit quality, with most studies relying on archival and experimental designs. These have a limited ability to identify and critique the potential’s witching costs and unintended consequences of the regulation. Experienced participants responsible for decision-making within the audit, audit oversight and auditor appointment process, are best suited to provide perspective on these effects, contrasted against the audit regulator’s position.

Feel well and do well at work

2019 ◽  
Vol 22 (2) ◽  
pp. 113-137 ◽  
Author(s):  
Antonio Cobaleda Cordero ◽  
Maral Babapour ◽  
MariAnne Karlsson
Keyword(s):  
Social Relations ◽  
Planning Process ◽  
Contextual Factors ◽  
Well Being ◽  
Research Approach ◽  
Structured Interviews ◽  
Content Type ◽  
Environmental Mastery ◽  
Spatial Attributes ◽  
Method Approach

Purpose This paper aims to investigate employee well-being in relation to office landscapes in a post-relocation context. The aims are to identify spatial attributes of the office landscape that influence employee well-being and underlying contextual factors that explain employee well-being post-relocation. Design/methodology/approach A mixed-method approach was adopted. The data collection involved 16 semi-structured interviews with employees, an interview with the leading architect of the office renovation, study of a dossier on the renovation project and observations. Findings Most of the informants experienced the new office landscape positively despite few shortcomings. Spatial attributes were identified that influenced the informants’ well-being positively in terms of affects, satisfaction, social relations and environmental mastery. Conversely, negative influences on well-being were also reported regarding affects, satisfaction and environmental mastery. Conflicting views on some of the spatial attributes and contextual factors related to the planning process and the former office landscape were identified. Originality/value The value of this paper lies in investigating the office landscape at the spatial attributes level, despite office type, and their influence on hedonic and eudaimonic components of employee well-being. The research approach adopted proved its usefulness for in-depth studies of the interrelations between office landscapes and employee well-being.

Healthcare leaders’ views on successful quality improvement initiatives and context

2017 ◽  
Vol 31 (1) ◽  
pp. 54-63 ◽  
Author(s):  
Stuart Barson ◽  
Fiona Doolan-Noble ◽  
Jonathon Gray ◽  
Robin Gauld
Keyword(s):  
Quality Improvement ◽  
Critical Success Factors ◽  
Success Factors ◽  
Contextual Factors ◽  
Structured Interviews ◽  
Content Type ◽  
Critical Success ◽  
Source Of Information ◽  
Practical Implications ◽  
Healthcare Leaders

Purpose The purpose of this paper is to investigate the contextual factors contributing to the sustainability of healthcare quality improvement (QI) initiatives. Design/methodology/approach Themes from semi-structured interviews with international healthcare leaders are compared with Kaplan and Provost et al.’s (2012) model for understanding success in quality (MUSIQ). Critical success factors within these themes are shown in detail. Findings The interviews provide a rich source of information on critical success factors. The themes largely correspond with MUSIQ, reinforcing its robustness. An important factor emerging from the interviews was the importance of engagement with patients and families in QI, and this needs consideration in seeking to understand context in QI. Research limitations/implications Interview participants represent a limited set of western countries and health systems. Their experiences may not hold true in other settings. Practical implications The detail on critical success factors provides QI practitioners with guidance on designing and implementing sustainable initiatives. Originality/value Including consideration of contextual factors for engagement with patients and families in frameworks for context in QI appears to be an original idea that will add value to such frameworks. Researchers in patient engagement are starting to address contextual factors and connections should be made with this work.

scholarly journals Attitude towards entrepreneurship: a study among Asnaf Millennials in Malaysia

2020 ◽  
Vol 14 (1) ◽  
pp. 2-14 ◽  
Author(s):  
Tengku Mohd Azizuddin Tuan Mahmood ◽  
Abdullah Al Mamun ◽  
Mohamed Dahlan Ibrahim
Keyword(s):  
Low Income ◽  
Cognitive Skills ◽  
Cross Sectional Study ◽  
Individual Characteristics ◽  
Structured Interviews ◽  
Cross Sectional ◽  
Content Type ◽  
Internal Locus Of Control ◽  
The Government ◽  
Entrepreneurial Activities

Purpose This study intended to determine the effect of selected entrepreneurial traits on the attitude of Asnaf Millennials in Malaysia towards entrepreneurship. Design/methodology/approach This is a cross-sectional study that collected the quantitative data via structured interviews from 310 randomly selected Asnaf Millennials from Kelantan, Malaysia. Findings The findings confirmed the positive and statistically significant effect of innovativeness, internal locus of control, need for achievement and proactive personality on the attitude of Asnaf Millennials on entrepreneurship. Originality/value This study focussed on the development of non-cognitive skills for individual characteristics regarding entrepreneurship for the benefit of development practitioners and policymakers. The government and development organisations should focus on developing entrepreneurial traits that are expected to improve the attitude towards entrepreneurship and increase the entrepreneurial activities in Malaysia. This initiative can improve the socio-economic condition of Asnaf Millennials with low income.

Managing stressors in a detention facility: the need for supporting and safeguarding staff

2020 ◽  
Vol 22 (3) ◽  
pp. 153-163
Author(s):  
David N. Eades
Keyword(s):  
Case Studies ◽  
Subjective Experience ◽  
Negative Impact ◽  
Coping Mechanisms ◽  
Stress Disorders ◽  
Structured Interviews ◽  
Research Attention ◽  
Content Type ◽  
Detention Facility ◽  
The Impact

Purpose This paper aims to explore the impact of stressors and the strategies staff use to cope with these at a detention facility. It documents through case studies some of the triggers of trauma, possible coping mechanisms that might assist in navigating the associated stressors in a workplace and recommendations as to what might assist staff. Design/methodology/approach A naturalist approach was used in this research, using an ethnographic qualitative methodology. Grounded theory assisted in the analysis of the data to capture naturalistically the subjective experience of the participants of the study. Conversations occurred with staff who had worked in a detention facility using face to face semi-structured interviews. The structure was open-ended to allow the staff to discuss and share their experiences freely. Findings Stressors that impacted staff working in a detention facility resulted from areas such as heightened reactions from detainees because of the length of their detainment, detainee self-harm, dealing with the effects of an increase of substance abuse through detainees obtaining contraband and the associated violent reactions that can occur as a result. Adverse symptoms noted within the lives of staff included acute anxiety, sleeplessness, depression and tension within impersonal relationships, including family. What compounded the issue was staffs’ reluctance to talk about work stressors. Research limitations/implications The research used nine participants for case studies of staff who had formerly experienced various adverse impacts of stressors. This is not a comprehensive study, however, of the broader experiences of staff at an Australian detention facility. It does provide, however, a snapshot of the experiences of a small group who had significantly been impacted by the stressors of the workplace. Practical implications This paper provides fresh perspectives or initiatives that are needed to assist staff to navigate the changing environment of working in a detention facility. In particular, some support mechanisms and protective factors that could be put in place to curb the negative impact of stressors in the workplace and to mitigate against long term stress disorders developing in the personal lives of staff. Social implications Many staff are not getting the help they need to cope with the emotional distress they experience in their workplace. However, there are practical interventions to support staff in managing the stressors they face. These will be outlined in this article. Originality/value This study was carried out with the goal of giving staff a voice and to capture their former experiences in their vocational responsibilities in a venue that has had very limited research attention. This study has presented the challenges staff faced in a unique venue of working in a detention facility. It has documented some of the common stressors staff faced, the impact of such and some coping mechanisms used to handle them.

Contextual factors influencing talk in Australian residential aged care

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Madalyn Anne Scerri ◽  
Rajka Presbury
Keyword(s):  
Home Environment ◽  
Care Delivery ◽  
Contextual Factors ◽  
Care Home ◽  
Strong Relationship ◽  
Aged Care ◽  
Individual Characteristics ◽  
Residential Aged Care ◽  
Case Study Methodology ◽  
Content Type

PurposeThis paper offers an exploration of contextual factors that influence carer-to-resident talk in Australian residential aged care.Design/methodology/approachA qualitative exploratory multiple case study methodology and a theoretical framework of service language were applied to explore the perspectives of 21 registered nurses, assistants in nursing, leisure and lifestyle officers, general managers and care managers at three residential aged care homes in Australia.FindingsThe findings demonstrate contextual factors related to the care home environment, the carer and the relationship between carers and residents that impede or enable carer-to-resident talk in residential aged care. Multiple factors related to the care home environment were found to impede carer-to-resident talk, including time pressures, staffing levels, team culture and the prioritisation of tasks. Factors related to carers had potential to either impede or enable talk, including carers' awareness of the importance of communication, level of experience and individual characteristics, values and attitudes. A strong relationship between a carer and resident built on knowledge of individuals was a key enabling factor.Originality/valueThe paper advances an understanding of factors that influence talk and interaction in residential aged care in Australia from carers' and care home leaders' perspectives. The findings can be used to support verbal communication management strategies aligned with a person-centred care approach, including training and development of staff, cultural change interventions and a review of care delivery procedures.

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