scholarly journals The Role of Perceived Control in Customer Value Cocreation and Service Recovery Evaluation

2015 ◽  
Vol 19 (1) ◽  
pp. 39-56 ◽  
Author(s):  
Lin Guo ◽  
Sherry L. Lotz ◽  
Chuanyi Tang ◽  
Thomas W. Gruen
Keyword(s):  
Perceived Control ◽  
Customer Value ◽  
Service Recovery ◽  
Value Cocreation

Effect of psychological capital on customer value cocreation behavior: the mediating role of employees' innovative behavior

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Muhammad Farrukh ◽  
Nabeel Younus Ansari
Keyword(s):  
Customer Value ◽  
Psychological Capital ◽  
Mediating Effect ◽  
Innovative Behavior ◽  
Content Type ◽  
Service Employees ◽  
Value Cocreation ◽  
Frontline Service Employees ◽  
Frontline Service

PurposeCustomer value cocreation (VCC) behavior is gaining increased scholarly attention in the services marketing discipline and has become a top research priority in recent times. Despite the growing interest in studying VCC, less scholarly attention has been paid to study the crucial role of frontline service employees in activating customer participation in the VCC process. Hence, to bridge this research gap, the present research expanded VCC research streams by investigating the mediating effect of frontline service employees' innovative behavior in psychological capital and customer VCC behavior relationship.Design/methodology/approachData collected from 255 hotel employee–customer dyads were analyzed through Smart PLS to measure the proposed relationships.FindingsThe results suggest the mediating effect of frontline service employees' innovative behavior in psychological capital and customer VCC behavior relationship.Originality/valueThe current research made a significant contribution to the VCC field by identifying driving forces that encourage customers to exhibit VCC behaviors.

Expanding the Task-Dominant Value Cocreation Narrative: The Role of Consumer Expertise and Social and Mental Processes

2021 ◽  
pp. 004728752110172
Author(s):  
Ainhize Eletxigerra ◽  
Jose M. Barrutia ◽  
Carmen Echebarria
Keyword(s):  
Customer Value ◽  
Mental Time Travel ◽  
Integral Model ◽  
Value Drivers ◽  
Virtual Tools ◽  
Consumer Expertise ◽  
Customer Education ◽  
Value Cocreation ◽  
Affective Value

This research proposes an integral model of cocreation processes before, during, and after a trip affecting customer value and anteceded by tourist expertise. Beyond prevailing task-related (coproduction) processes and the more recently contemplated social processes, we consider mental cocreation using the concept of mental time travel (forward and backward). Findings from 428 tourist responses reveal the great potential of these novel cocreation forms, showing that imagining a forthcoming trip and remembering the travel afterwards are important affective value drivers, as is interacting with locals and employees. Overall, these play a more prominent role than task-related processes. Likewise, we found that tourist expertise is a major antecedent of cocreation and precursor of value. Managers could encourage tourist cocreation by applying customer education strategies, stimulating activities with high community contact, and using virtual tools to intensify thoughts and memories of past and future travel experiences. Technology may be key in achieving this.

scholarly journals The role of emotions and perceived control in the recovery strategy of service companies

2009 ◽  
Vol 3 (3-4) ◽  
pp. 65-68
Author(s):  
Krisztina Kolos ◽  
Zsófia Kenesei
Keyword(s):  
Qualitative Study ◽  
Quantitative Study ◽  
Perceived Control ◽  
Positive Emotions ◽  
Service Recovery ◽  
Recovery Process ◽  
Experimental Designs ◽  
Recovery Strategy ◽  
Service Companies

The purpose of this study is to investigate the effectiveness of service recovery tactics. The reseach included a qualitative study based on 30 interviews with customers and employees of a telecommunication company. This was followed by a quantitative study using between subject experimental designs based on scenarios. Our research results suggest that employees’ positive emotions and perceived control during the recovery process make consumers more satisfied.

Value cocreation behavior of customers and companies on the Weibo social media platform

2020 ◽  
Vol 48 (3) ◽  
pp. 1-11
Author(s):  
Huiqin Zhang ◽  
Hai Lan ◽  
Xudong Chen
Keyword(s):  
Social Media ◽  
Service Quality ◽  
Customer Value ◽  
Two Dimensions ◽  
Customer Participation ◽  
Citizenship Behavior ◽  
Generation Process ◽  
Social Media Platform ◽  
Value Cocreation ◽  
Media Platform

The Weibo social media platform in China has an important role in the value-generation process between a company and a customer. We investigated the relationship between the service quality provided on a company's Weibo page and the two dimensions of customer value cocreation behavior, namely, participation and citizenship, as well as the moderating effect of collectivism on this relationship. Participants were 354 active users of Weibo. Our findings confirmed that the service quality provided on a company's Weibo page was critical to the generation of customer value cocreation behavior. Further, collectivism moderated this relationship, with higher levels of collectivism strengthening the Weibo page service quality and customer value cocreation behavior relationship. In addition, customer citizenship behavior was positively related to customer perceptions of brand image, whereas customer participation was not. Implications for companies in the Chinese context are discussed.

The Role of Personal Control in Adaptive Functioning

2009 ◽  
pp. 270-278 ◽  
Author(s):  
Suzanne C. Thompson
Keyword(s):  
Ethnic Differences ◽  
Perceived Control ◽  
Adaptive Functioning ◽  
Coping Skills ◽  
Personal Control ◽  
Future Research ◽  
Sense Of Control ◽  
Beneficial Effects ◽  
Controllable Factors

A sense of personal control is an important resource that helps people maintain emotional stability and successfully negotiate their way through life. People foster their perceived control by focusing on reachable goals, creating new avenues for control, and accepting difficult-to-change circumstances. In general, perceived control need not be realistic in order to have beneficial effects, although in the area of health promotion, overestimating one's control can reduce the motivation to engage in protection. Research on ethnic differences in the benefits of a sense of personal control suggests that those from more collectivistic cultures or subcultures may be less benefited by a sense of personal control, relying instead on a socially derived sense of control. Successful interventions to enhance personal control include programs that bolster coping skills, give options and decisions to participants, and provide training that encourages attributions to controllable factors. Future research should further explore ethnic differences in the effects of personal control, the consequences of unrealistic control perceptions, and interventions to enhance the sense of control.

scholarly journals Unequal chances: ex ante fairness and individual control

2020 ◽  
Vol 10 (1) ◽  
Author(s):  
Leticia Micheli ◽  
Nickolas Gagnon
Keyword(s):  
Perceived Control ◽  
Online Survey ◽  
Family Income ◽  
Financial Outcomes ◽  
Individual Control ◽  
Ex Ante ◽  
And Gender ◽  
Different Sources ◽  
Do So

AbstractUnequal financial outcomes often originate from unequal chances. Yet, compared to outcomes, little is known about how individuals perceive unequal distributions of chances. We investigate empirically the role of different sources of unequal chances in shaping inequality perceptions. Importantly, we do so from an ex ante perspective—i.e., before the chances are realized—which has rarely been explored. In an online survey, we asked uninvolved respondents to evaluate ex ante the fairness of unequal allocations of chances. We varied the source of inequality of chances, using a comprehensive range of factors which resemble several real world situations. Respondents also evaluated how much control individuals hold over the distribution of chances. Results show that different sources generate different ex ante perception of fairness. That is, unequal chances based on socioeconomic and biological factors, such as gender, family income and ethnicity, are evaluated to be unfair relative to the same chances based on effort, knowledge, and benevolence. Results also show that, for most individuals, there is a positive correlation between perceived control of a factor and fairness of unequal chances based on that factor. Luck appears to be an exception to this correlation, ranking as high in fairness as effort, knowledge, and benevolence, but similarly low in individual control as ethnicity, family income, and gender.

EXPRESS: How Physical Stores Enhance Customer Value: The Importance of Product Inspection Depth

2021 ◽  
pp. 002224292110121
Author(s):  
Jonathan Z. Zhang ◽  
Chun-Wei Chang ◽  
Scott A. Neslin
Keyword(s):  
Customer Value ◽  
Experiential Learning Theory ◽  
Transaction Data ◽  
Online Purchases ◽  
Serial Mediation ◽  
Multi Method Approach ◽  
Product Strategies ◽  
Method Approach ◽  
Customer Development

We investigate the role of the physical store in today’s multichannel environment. We posit that one benefit of the store to the retailer is to enhance customer value by providing the physical engagement needed to purchase deep products – products that require ample inspection in order for customers to make an informed decision. Using a multi-method approach involving a Hidden Markov Model (HMM) of transaction data and two experiments, we find that buying deep products in the physical store transitions customers to the high-value state more than other product/channel combinations. Findings confirm the hypotheses derived from experiential learning theory (ELT). A moderated serial mediation test supports the ELT-based mechanism for translating physical engagement into customer value: Customers purchase a deep product from the physical store. They reflect on this physical engagement experience, which, because it is tangible, concrete, and multi-sensory, enables them to develop strong learnings about the retailer. This experiential knowledge precipitates repatronage and generalizes to future online purchases online in the same category and in adjacent categories, thus contributing to higher customer value. This research suggests multichannel retailers use a combination of right-channel and right-product strategies for customer development and provides implications for experiential retail designs.

scholarly journals Corticostriatal Circuits Encode the Subjective Value of Perceived Control

2019 ◽  
Vol 29 (12) ◽  
pp. 5049-5060 ◽  
Author(s):  
Kainan S Wang ◽  
Mauricio R Delgado
Keyword(s):  
Perceived Control ◽  
Well Being ◽  
Control Option ◽  
Subjective Value ◽  
Binary Choices ◽  
Mere Presence ◽  
The Difference ◽  
Neural Underpinnings ◽  
Evoked Activity

AbstractThe ability to perceive and exercise control over an outcome is both desirable and beneficial to our well-being. It has been shown that animals and humans alike exhibit behavioral bias towards seeking control and that such bias recruits the ventromedial prefrontal cortex (vmPFC) and striatum. Yet, this bias remains to be quantitatively captured and studied neurally. Here, we employed a behavioral task to measure the preference for control and characterize its neural underpinnings. Participants made a series of binary choices between having control and no-control over a game for monetary reward. The mere presence of the control option evoked activity in the ventral striatum. Importantly, we manipulated the expected value (EV) of each choice pair to extract the pairing where participants were equally likely to choose either option. The difference in EV between the options at this point of equivalence was inferred as the subjective value of control. Strikingly, perceiving control inflated the reward value of the associated option by 30% and this value inflation was tracked by the vmPFC. Altogether, these results capture the subjective value of perceived control inherent in decision making and highlight the role of corticostriatal circuitry in the perception of control.

Sign in / Sign up

Export Citation Format

Share Document