How does Service Firm's Innovation Images affect Customer Participation? The Mediating role of Customer-company Identification

2021 ◽  
Author(s):  
Pengfei Cheng ◽  
Sanbin Xie ◽  
Jingxuan Jiang
Keyword(s):  
Customer Participation ◽  
Mediating Role ◽  
Company Identification

The influence of personal motivation and environmental stimuli on customer participation and engagement behavior: the mediating role of experience evaluation

2020 ◽  
Vol 11 (4) ◽  
pp. 643-666
Author(s):  
Lingyun Guo ◽  
Xiayu Hu ◽  
Xuguang Wei ◽  
Xiaonan Cai
Keyword(s):  
Service Providers ◽  
Customer Participation ◽  
Customer Engagement ◽  
Personal Factors ◽  
Content Type ◽  
Environmental Stimuli ◽  
Mediating Role ◽  
Personal Motivation ◽  
Engagement Behavior

Purpose This paper aims to help hosts or service providers of sharing economy-based accommodation (SEA) to attract new customers and retain existing customers by exploring the antecedents and outcomes of customers’ participation intention. Design/methodology/approach A questionnaire-based empirical study was conducted to explore the proposed relationships in SEA. Partial least squares modeling with SmartPLS was used to estimate the model and interpret the results. Findings The study shows that personal factors (utilitarian and hedonic motivation) positively influence customers’ participation intention. The relationship between environmental stimuli (perceived information fit-to-task and perceived visual appeal) and participation intention is negatively moderated by hedonic motivation. Furthermore, the results suggest a positive effect of participation intention on customer engagement behavior and the partial mediating role of experience evaluation. Practical implications This paper provides industry practitioners of SEA with valuable insights on attracting new customers and retaining regular customers. First, they can distinguish customers in terms of motivation and provide information based on their requirements. Second, they can encourage customers to evaluate their experience and provide feedback, which would help in promoting the accommodation and service and building a long-term and harmonious relationship with the customers. Originality/value This study first investigates the interaction effect of personal motivation and environmental stimuli on participation intention in SEA. It further examines the influence of participation intention on customer engagement behavior and the mediating role of experience evaluation.

The Role of Employee's Innovative Behavior in Strengthening the Impact of Customer Participation on Customer Engagement

2020 ◽  
Vol 11 (4) ◽  
pp. 1-19
Author(s):  
Elsayed Sobhy Ahmed Mohamed
Keyword(s):  
Banking Sector ◽  
Service Industry ◽  
Customer Participation ◽  
Customer Engagement ◽  
Direct And Indirect Effects ◽  
Innovative Behavior ◽  
Mediating Role ◽  
Long Run ◽  
The Impact

Given the intensive rivalry in the service industry, customer engagement has become a vital concern for the banking sector. This study investigates to what extent do customer participation (CP) impacts customer engagement through the mediating role of employee's innovative behavior. The authors put forward and test a theoretical framework of direct and indirect effects of CP on customer engagement via employee innovative behavior (EIB). Hypothetically, CP coupled with EIB is likely to influence customer engagement (CE). Empirical results based on a sample of 336 customers in Egyptian banks proved that customer engagement composed of three main dimensions: affective, cognitive, and behavioral. In addition, the findings support the hypotheses. Results also indicate that CP provides a basis for EIB and CE. Thus, the authors conjecture that CP and EIB improve customer engagement. Accordingly, they encourage Egyptian banks to cultivate their CP for harnessing their EIB in order to boost CE in the long run.

scholarly journals Impact of Social Exclusion on Customer Participation in Innovation: Role of Customer-Company Identification

2021 ◽  
Vol 12 ◽  
Author(s):  
Zhang Hui ◽  
Mou Yupeng ◽  
Zhang Chenglong ◽  
Li Haiqin ◽  
Guo Daomeng
Keyword(s):  
Social Exclusion ◽  
Perceived Risk ◽  
Negative Impact ◽  
Experimental Studies ◽  
Innovation Process ◽  
Positive Influence ◽  
Customer Participation ◽  
Company Identification ◽  
The Relationship

In a social context, customer participation in the innovation process is often accompanied by social exclusion situations, which are generally believed to have a negative impact on individuals. However, research results and marketing practices show that social exclusion can also exert a positive influence on creativity, product selection, perceived risk, and so on. Through two experimental studies, this research explores the relationship between social exclusion and customer participation in innovation. It finds that social exclusion has a positive influence on customer participation in innovation and that customer-company identification mediates this relationship.

scholarly journals Customer participation and service outcomes: mediating role of task-related affective well-being

2019 ◽  
Vol 33 (1) ◽  
pp. 16-30 ◽  
Author(s):  
Aswathy Asokan Ajitha ◽  
Piyush Sharma ◽  
Russel P.J. Kingshott ◽  
Upendra Kumar Maurya ◽  
Arshinder Kaur
Keyword(s):  
Conceptual Model ◽  
Task Complexity ◽  
Well Being ◽  
Customer Participation ◽  
Customer Knowledge ◽  
Content Type ◽  
Mediating Role ◽  
Service Outcomes ◽  
And Task

Purpose The purpose of this paper is to contribute to transformative service research by drawing on self-determination, elicitation of emotions framework and feelings-as-information theories to explore how customer participation, task-related affective well-being, customer knowledge, task complexity and service outcomes relate with each other. Design/methodology/approach A synthesis of relevant literature on customer participation and customer well-being reveals a conceptual model with 11 testable propositions. Findings The conceptual model shows that task-related affective well-being mediates the link between customer participation and service outcomes. Moreover, customer knowledge and task complexity moderate these links. Research limitations/implications An empirically testable conceptual model models the roles of task-related affective well-being, customer knowledge and task complexity in the process by which customer participation influences service outcomes. Practical implications Service managers can use the model to design services based on the effects of different types of customer participation on task-related affective well-being. Originality/value This paper is one of the first to study the mediating role of task-related affective well-being in the relationship between customer participation and service outcomes. It does so by revealing the differential impact various types of participation have on service outcomes and the moderating role of customer knowledge and task complexity.

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