Barriers for Entering the Digital World: Exploring Customer Value Co-destruction in Self-Service Technologies

2021 ◽  
pp. 231971452110220
Author(s):  
Badra Sandamali Galdolage
Keyword(s):  
Customer Value ◽  
Research Work ◽  
Qualitative Inquiry ◽  
Service Encounters ◽  
Structured Interviews ◽  
Creation Process ◽  
Digital World ◽  
Provision Of Services ◽  
Traditional Service ◽  
Self Service

The value co-creation scholarly work has been criticized for neglecting the possible failures in the collaborative value creation process, which is termed as ‘value co-destruction’. Additionally, both the value co-creation and available limited research work in value co-destruction have overly attended on actor-to-actor interactions taking place in traditional service encounters, disregarding the practical movement towards the provision of services via technological platforms. Though there are ample studies that recognize factors influencing customer acceptance or rejections of technologies, a very limited number of studies have focused on exploring how and why customer collaboration with self-service technologies (SSTs) goes wrong due to the failures in the co-creation process. Therefore, this study attempts to understand how ‘value co-destruction’ takes place in the SSTs. Following a qualitative inquiry, using semi-structured interviews with 25 individuals, 15 reasons for co-destruction that vary among different customer demographics were found and classified into four integrative themes as ‘inabilities in co-learning’, ‘poor co-operation’, ‘problems with connecting’ and ‘poor corrective actions’. The findings fill the gap in the literature by addressing value co-destruction in technological interfaces, particularly in the SST context. Further, it will help practitioners to design and deliver value-enhancing self-service technological interfaces, resulting in none or minimum difficulties for customers.

scholarly journals Customer Value Co-Creation Intention, Practices and Experience in Self-Service Technologies

2021 ◽  
pp. 12-26
Author(s):  
Badra Sandamali Galdolage
Keyword(s):  
Customer Value ◽  
Service Providers ◽  
Service Encounters ◽  
Emotional Experiences ◽  
Negative Effects ◽  
Positive Effects ◽  
Negative Effect ◽  
Physical Interfaces ◽  
Self Service ◽  
Self Service Technology

Many service encounters are moving from traditional physical interfaces to technologically incorporated self-service options. However, it is surprising that very limited extant literature is devoted to understanding the movement towards self-service technologies. Therefore, this study aims at understanding customer value co-creation intention, practices including both the value co-creation and co-destruction and their co-creation experiences in self-service technology context. Based on the positivistic approach, a quantitative study carried out distributing self-administered questionnaires to 600 individuals chosen based on a non-probabilistic convenience sampling method. Study found that customer value co-creation intention has significant positive effects on customer value co-creation practices and significant negative effects on customer value co-destruction in SSTs. Value co-creation practices show a strong positive effect on customer functional experiences and ‘positive emotional experiences’ while having a negative effect on ‘negative emotional experiences. In contrast, co-destruction shows inverse relationships. This study assists practitioners to understand why customers collaborate with SSTs, what they do in co-creating value and how this links with their experience. Service providers can use this understanding to facilitate customer co-creation by securing positive customer experiences and achieving competitive advantage by designing and delivering value enhancing self-service technological interfaces from both strategic and operational perspectives.

The combined effect of product returns experience and switching costs on B2B customer re-purchase intent

2017 ◽  
Vol 32 (5) ◽  
pp. 664-676 ◽  
Author(s):  
Ivan Russo ◽  
Ilenia Confente ◽  
David M. Gligor ◽  
Nicola Cobelli
Keyword(s):  
Customer Satisfaction ◽  
Customer Value ◽  
Switching Costs ◽  
Qualitative Inquiry ◽  
Purchase Intent ◽  
Structured Interviews ◽  
Product Returns ◽  
Content Type ◽  
Repurchase Intent ◽  
Returns Management

Purpose This study investigated business-to-business (B2B) repeated purchase intent and its relationships with customer value and customer satisfaction. Additionally, it explored the link between willingness to purchase again, switching costs and product returns management. Modern customers are more likely to switch suppliers; however, previous research suggests that this behaviour can be attenuated by a robust returns management experience. The purpose of this study was to provide a revised model of B2B repeated purchase intent that integrates the concept of product returns management and switching costs with existing B2B customer repurchase intent models. Design/methodology/approach First, a qualitative inquiry based on semi-structured interviews was conducted to test and develop a quantitative survey. Then a survey was then sent to business owners operating in the audiology industry. Finally, there were 317 responses. Findings The authors reveal the complex relationship between returns management and repeated purchase intent. Specifically, the authors’ results indicate that the effect of product returns on repurchase intent is opposite to the effect of customer value, depending on the value of customer value. The authors’ findings indicate that even when switching costs are low, firms can positively impact the intent to purchase again in the future if they increase the level of customer satisfaction. In addition, the authors’ findings indicate that in the context of B2B a high/low level of customer satisfaction does not trigger a positive effect of managing product returns on repurchase intent. Originality/value This study was the first to introduce the concept of product returns management to research on B2B repurchase intent.

scholarly journals Technology Playfulness and Anxiety as Motivators and Hindrances of SST Adoption: Commercial Banking Sector in Sri Lanka

2021 ◽  
pp. 14-27
Author(s):  
B. S. Galdolage ◽  
R. M. K. S. Rasanjalee
Keyword(s):  
Sri Lanka ◽  
Service Sector ◽  
Banking Sector ◽  
Sampling Strategy ◽  
Commercial Banking ◽  
Service Encounters ◽  
Structured Interviews ◽  
Use Of Technology ◽  
Self Service ◽  
Fierce Competition

The swift growth of technological improvements has supported the continuing transformation of the service sector, in its conversion from conventional physical service encounters handled by service professionals into customer-controlled self-service technologies (SSTs). Even though prior research attempts have been made in assessing the acceptance of technology in general, the insufficient focus is placed on self-service technologies. Further, understanding the target customer is crucial with the fierce competition existing in the market sided with the development of technology. Therefore, the purpose of this study is to investigate which elements comprise the customers’ technology playfulness and anxiety  and how it influence the use of self-service technologies in the Sri Lankan commercial banking sector. The study undertook a qualitative approach with 50 semi-structured interviews from Western province banking customers who use SSTs utilizing a non-probabilistic purposeful sampling strategy. The data were analyzed using the technique of thematic analysis. The findings revealed “Enjoyment”, “Fun”, “Innovativeness”, “Entertaining”, “Creativity”, “Pleasure” and “Appealing features” as the seven themes of technology playfulness motivating the use of SSTs and “Transaction doubts”, “Elderly difficulties”, “Verification doubts” and “Security doubts” as the four themes of hindering factors towards the use of SSTs in the banking sector. The findings would contribute to the literature gap on the customer movement towards self-service technologies. Insights from the study would support the practitioners in understanding how to improve with the proper use of technology and delivery of self-service technologies in the commercial banking sector of Sri Lanka.

scholarly journals Prominence of Information Richness in Accepting Online Based Self-Service Technologies

2021 ◽  
pp. 31-42
Author(s):  
Badra Sandamali Galdolage
Keyword(s):  
Service Providers ◽  
Humanoid Robots ◽  
Service Organizations ◽  
Service Encounters ◽  
Structured Interviews ◽  
Service Employees ◽  
Information Richness ◽  
Service Staff ◽  
Customer Perspective ◽  
Self Service

Most of the service organizations are now moving to provide their services at a remote basis with Self-Service Technologies (SSTs). This is a natural outcome of technological maturity and would be the norm of many service transactions in future. Currently in many of the services, customers have the choice to use either SSTs or physical service encounters with service employees according to their desire. However, the future is predicted to replace many service employees with self-service machines and humanoid robots. Therefore, it is the responsibility of the service organizations to make their customers ready for such a future. Use of self-service technologies typically take place without the presence of organization’s service staff. Thus, machines should provide necessary guidance and instructions to customers so that they can perform well without difficulties. If SSTs are not rich with information, customers would be in trouble without proceeding with their transactions successfully. Therefore, the quality of information would be a matter for successful online based self -service transactions. Thus, the aim of this study is to understand the information richness in online based self-service technologies from the customer perspective. Using the qualitative approach, semi structured interviews were conducted with 25 individuals who have experience in using online based SSTs. The study found seven key factors which determine the richness of information in online platforms namely ‘Relevance, Timeliness, Accuracy, Clarity, Consistency, Sufficiency and Simplicity’. The study enriches the theoretical landscapes by broadening the understanding on significance of information richness in accepting online based self-service technologies while on practical ground provides insights for service providers in designing their SSTs with rich and necessary information which is required to perform successful transactions.

Serving the People in Long Beach, California: Advancing Justice for Southeast Asian Youth through Community University Research Partnerships

2019 ◽  
Vol 16 (1-2) ◽  
pp. 1-34
Author(s):  
R. Varisa Patraporn
Keyword(s):  
Asian American ◽  
Research Work ◽  
Community Based Participatory Research ◽  
Youth Empowerment ◽  
Long Beach ◽  
Structured Interviews ◽  
Research Partnerships ◽  
Community Needs ◽  
The People ◽  
The Impact

Khmer Girl’s in Action is a nonprofit that successfully utilizes community-based participatory research (CBPR) with university partners to create social change for youth in Long Beach, CA. Based on semi-structured interviews and content analysis of news articles, I explore the impact and sustainability of this research work and the research partnerships. Findings highlight impacts such as youth empowerment, heightened awareness around community needs, policy change, and CBPR curriculum improvements in the field as impacts. Sustainability requires integrating research into program funding, utilizing a tailored training curriculum, building on community members prior relationships, and selecting partners that share common goals, levels of commitment, and flexibility. As funders demand more data to justify community needs, understanding more examples of such work in the Asian American community will be useful for informing future partnerships.

scholarly journals Telling Our Stories: Resilience during Resettlement for African Skilled Migrants in Australia

2021 ◽  
Vol 18 (8) ◽  
pp. 3954
Author(s):  
Lillian Mwanri ◽  
Leticia Anderson ◽  
Kathomi Gatwiri
Keyword(s):  
Cultural Values ◽  
South Australia ◽  
Qualitative Inquiry ◽  
Structured Interviews ◽  
Face To Face ◽  
Health And Wellbeing ◽  
African Migrants ◽  
Cultural Expectations ◽  
The Social ◽  
Resilience Factors

Background: Emigration to Australia by people from Africa has grown steadily in the past two decades, with skilled migration an increasingly significant component of migration streams. Challenges to resettlement in Australia by African migrants have been identified, including difficulties securing employment, experiences of racism, discrimination and social isolation. These challenges can negatively impact resettlement outcomes, including health and wellbeing. There has been limited research that has examined protective and resilience factors that help highly skilled African migrants mitigate the aforementioned challenges in Australia. This paper discusses how individual and community resilience factors supported successful resettlement Africans in Australia. The paper is contextualised within a larger study which sought to investigate how belonging and identity inform Afrodiasporic experiences of Africans in Australia. Methods: A qualitative inquiry was conducted with twenty-seven (n = 27) skilled African migrants based in South Australia, using face-to-face semi-structured interviews. Participants were not directly questioned about ‘resilience,’ but were encouraged to reflect critically on how they navigated the transition to living in Australia, and to identify factors that facilitated a successful resettlement. Results: The study findings revealed a mixture of settlement experiences for participants. Resettlement challenges were observed as barriers to fully meeting expectations of emigration. However, there were significant protective factors reported that supported resilience, including participants’ capacities for excellence and willingness to work hard; the social capital vested in community and family support networks; and African religious and cultural values and traditions. Many participants emphasised their pride in their contributions to Australian society as well as their desire to contribute to changing narratives of what it means to be African in Australia. Conclusions: The findings demonstrate that despite challenges, skilled African migrants’ resilience, ambition and determination were significant enablers to a healthy resettlement in Australia, contributing effectively to social, economic and cultural expectations, and subsequently meeting most of their own migration intentions. These findings suggest that resilience factors identified in the study are key elements of integration.

scholarly journals Role of community health volunteers in identifying people with elevated blood pressure for diagnosis and monitoring of hypertension in Malawi: a qualitative study

2021 ◽  
Vol 21 (1) ◽  
Author(s):  
Elvis Safary ◽  
Micrina Mwandeti ◽  
Beatrice Matanje ◽  
Claudia Beiersmann ◽  
Caroline Mtaita ◽  
...  
Keyword(s):  
Blood Pressure ◽  
Community Health ◽  
Communicable Diseases ◽  
Health Facilities ◽  
Elevated Blood Pressure ◽  
Elevated Blood ◽  
Structured Interviews ◽  
Community Health Volunteers ◽  
Provision Of Services

Abstract Background In recent years, there has been greater recognition of the important role of community health volunteers in many countries and their important role informs many health programs. This include health education, provision of services such as screening, monitoring and referral to health facilities. Their roles are better understood in the areas of communicable diseases like HIV infection, Tuberculosis and Malaria however little is known about their role in non-communicable diseases. This study seeks to explore perception of CHVs’ functions, tasks, and their fulfilment in identifying people with elevated blood pressure for diagnosis and monitoring of hypertension in Lilongwe, Malawi. Methods This was a qualitative naturalistic research design utilizing observation and semi-structured interviews with community health volunteers working in Lilongwe, Malawi. Interviews were carried out with the researcher. Participants were recruited from the ZaMaC project. An interview guide was developed with a category-guided deductive approach. The interviews were recorded through note taking. Data analysis was performed using content analysis approach. Results Community health volunteers have multiple roles in prevention and monitoring of hypertension. They act as health educators and provide lifestyle counselling. They screened for hypertension and monitored blood pressure and assisted community members to navigate the health system such as linkage to health facilities. These roles were shaped in response to community needs. Conclusion This study indicates the complexities of the roles of community health volunteer in identifying people with elevated BP for diagnosis and monitoring of hypertension. Understanding community health volunteers’ roles provides insight into their required competencies in provision of their daily activities as well as required training to fill in their knowledge gaps.

scholarly journals ‘Every medicine is part poison’: a qualitative inquiry into the perceptions and experiences of choosing contraceptive methods of migrant Chinese women living in Australia

2021 ◽  
Vol 21 (1) ◽  
Author(s):  
Hankiz Dolan ◽  
Mu Li ◽  
Deborah Bateson ◽  
Rachel Thompson ◽  
Chun Wah Michael Tam ◽  
...  
Keyword(s):  
Decision Making ◽  
Contraceptive Method ◽  
Intrauterine Device ◽  
Qualitative Inquiry ◽  
Medical Advice ◽  
The Body ◽  
Hormonal Contraceptives ◽  
Contraceptive Methods ◽  
Structured Interviews ◽  
Women’S Perceptions

Abstract Background In Australia, ethnic Chinese people are one of the largest, youngest and fastest growing overseas-born groups. Yet, little is known about their perceptions of contraceptive methods and their experiences with choosing one. Decisions about contraceptive methods are preference sensitive. Understanding the influencing factors of Chinese migrant women’s contraceptive method choice and practices will help cater to their decision-making needs in a culturally sensitive and responsive way. Methods A qualitative study design underpinned by critical realism approach was used to explore Chinese migrant women’s perceptions and experiences of choosing contraceptive methods. Semi-structured interviews were conducted with 22 women who self-identified as being ethnically Chinese and had been living in Australia for no more than 10 years. The interview guide was adapted from the Ottawa Decision Support Framework. Majority of the interviews were conducted in Mandarin Chinese. Transcribed data was analysed using thematic analysis method. Results Four major themes were identified, including: ‘every medicine is part poison: hormonal contraceptives cause harm to the body’; ‘intrauterine device, a device used in the past for married women’; ‘it takes two (or one) to decide, depending on the relationship dynamics and contraception preferences’; and ‘it is not necessary to seek medical advice in choosing contraceptive methods’. Conclusions Our findings suggest that Chinese migrant women’s perceptions and experiences of choosing contraceptive methods are influenced by complex personal, cultural, societal and inter-relational factors. Chinese migrant women were cautious of using hormonal methods due to fears of side-effects, including reduced or absent menstrual bleeding. Women were also reluctant to consider intrauterine devices as options due to associating them with past experiences of other women and themselves and also fears of potential complications. There was a reluctant attitude towards seeking medical advice regarding contraception due to beliefs that needing to use contraception is not an illness requiring treatment. Such findings are likely to be useful in increasing healthcare professionals’ and policy makers’ understanding of Chinese migrant women’s contraceptive method preferences, beliefs and behaviours. They also help to develop culturally and linguistically sensitive strategies, which goes beyond the provision of contraceptive counselling, in assisting Chinese migrant women’s decision-making needs.

Advancing Translational Research by Enabling Collaborative Teamwork: The TRACT Approach

2012 ◽  
Vol 2 (3) ◽  
Author(s):  
Nedal H. Arar ◽  
Divya Nandamudi
Keyword(s):  
Content Analysis ◽  
Translational Research ◽  
Research Work ◽  
Structured Interviews ◽  
Team Collaboration ◽  
Team Members ◽  
Effective Strategies ◽  
Multiple Cycles ◽  
And Function ◽  
Collaborative Activities

Background: The work of multidisciplinary research teams (MDRTs) is vital for translational research. The objectives of this study were 1) to understand the structure and function of MDRTs, and 2) to develop effective strategies to enhance collaboration among team members. Methods and Findings: Semi-structured interviews were conducted with 23 participants involved in multidisiplinary research work at two San Antonio, Texas, institutions. Interview materials were tape-recorded, transcribed, and content analyzed using qualitative methods.Themes that emerged from the content analysis were used to develop and refine strategies to enhance the work of MDRTs. The findings showed that MDRTs operate through multiple cycles of: 1) team formation, 2) team collaboration, 3) sustainable collaborative activities, and 4) team maturity. Content analysis identified four interrelated basic elements within the MDRT tract that facilitate team cycles: 1) shared interest/vision among agreeable team leader and members, 2) viable means of communication, 3) available resources, and 4) perceived gain/benefit of teamwork.Conclusions: Our findings highlighted several opportunities and challenges in the formation, dynamics, and growth of MDRTs. Effective strategies to enhance teamwork should levearge these opportunities and address challenges, taking into consideration the interdependent aspects of the basic elements within the MDRTs tract.

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