scholarly journals A Study on Improving Customer Value Based on the Effect of Word of Mouth

2021 ◽  
Vol 12 ◽  
Author(s):  
Juan Fan ◽  
Lingxin Dong
Keyword(s):  
Grounded Theory ◽  
Theoretical Model ◽  
Value Creation ◽  
Customer Value ◽  
Word Of Mouth ◽  
Mobile Internet ◽  
Additive Effect ◽  
Demand Effect

The overlapping effect originates from an extension of Mendel’s law in genetics, where one of the interactions between non-alleles is called additive effect. It is more applied in studies on overlapping brand niches in marketing today, with relatively few researches on continuous customer value creation characterised by user adhesion and need matching. Based on the need matching and user adhesion that are features of the mobile Internet era, this article proposes a model for continuous customer value creation based on overlapping marketing. According to grounded theory, this article extracts three types of factors—demand effect, user effect, and overlapping marketing—that affect continuous customer value creation in the smart terminal business. From the perspective of service perception, this research explores how overlapping marketing affects product requirement matching and user adhesion based on a survey of 491 participants, and validates the theoretical model and hypotheses. It is found that overlapping marketing can effectively enhance need matching, improve user adhesion and increase customer value. This research not only addresses the confusion regarding need matching and user adhesion in the communications market, but also reveals how the smart terminal business affects continuous customer value creation in the era of the mobile Internet through overlapping marketing, combined with need matching and user adhesion.

From Electronic Word of Mouth to Virtual and Augmented Reality

2020 ◽  
pp. 193-210
Author(s):  
Sulakshana Nayak
Keyword(s):  
Augmented Reality ◽  
Value Creation ◽  
Customer Value ◽  
Word Of Mouth ◽  
New Technologies ◽  
Service Industry ◽  
Restaurant Industry ◽  
The Internet ◽  
The World ◽  
Virtual And Augmented Reality

This chapter reveals how service is an integral part of any customer value creation strategy and the role played by eWOM with respect to the restaurant industry by considering it in the context of Pune city, Maharashtra, India. It explores literature on eWOM in service industry, in general, and restaurant industry, in particular; additionally, the author employs Delphi method to seek responses from people within the restaurant industry to gauge the importance of eWOM in customer value creation. The world is progressing at a massive pace; international mega-trends only underpin this verity. The internet boom is at its pinnacle, smartphone diffusion is rising rapidly, and demographics are advancing. The chapter points out how “new” technologies such as Virtual Reality or Augmented Reality may change the way customers deal with restaurants.

scholarly journals Word-Of-Mouth in Social Media. The Case of Polish Tourist Industry

2017 ◽  
Vol 53 (4) ◽  
pp. 93-114 ◽  
Author(s):  
Bartosz Deszczyński
Keyword(s):  
Social Media ◽  
Value Creation ◽  
Customer Value ◽  
Word Of Mouth ◽  
Online Marketing ◽  
Tourist Industry ◽  
Online Word Of Mouth ◽  
Word Of Mouth Communication ◽  
Industry Representative ◽  
Insight Into

AbstractThe core objective of this paper is to determine the level of online dialogue in social media between the tourist industry leaders and their customers. This study applies sequential explanatory industry-representative comparison with statistical and qualitative analysis of online word-of-mouth communication. Its main finding is that even if online marketing is a hot topic, online channels seem to be neglected by the companies failing to provide real-time dialogue services. This results in the loss of customer attention and engagement and can be linked with overall corporate relationship management immaturity. In addition, the article offers vital insight into customer value creation chain of hotel and tour operators.

A MULTI-FACETED EXAMINATION OF THE EXPORT PRODUCT ADAPTATION—CUSTOMER VALUE CREATION RELATIONSHIP

2018 ◽  
Vol 2018 ◽  
pp. 1212-1212
Author(s):  
Eleni Tsougkou ◽  
◽  
John W. Cadogan ◽  
Ian R. Hodgkinson ◽  
Jοãο S. Oliveira ◽  
...  
Keyword(s):  
Value Creation ◽  
Customer Value ◽  
Export Product

VALUE CREATION AND CUSTOMER SATISFACTION OF QUICK SERVICE RESTAURANTS IN LAGOS STATE, NIGERIA

2021 ◽  
Vol 9 (1) ◽  
pp. 79-95
Author(s):  
Asikhia U. ◽  
◽  
Magaji N. ◽  
Fidelis N. ◽  
Adeniranye F. ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Value Creation ◽  
Customer Value ◽  
Customer Relationship ◽  
Cross Sectional Survey ◽  
Cross Sectional ◽  
Validated Questionnaire ◽  
Lagos State ◽  
Eating Out ◽  
Quick Service

The Quick Service Restaurant (QSR) industry is one of the key contributors to the Nigerian economy; providing substantial revenues to government and sizable employment opportunities at the processing and retailing levels. Previous studies in Nigeria investigated customer value from the customer’s perspective but rarely has research sought to achieve both QSRs’ owners/managers and customers’ perspectives in a single study. Despite the increasing popularity of “eating out,” Quick Service Restaurants in Nigeria have shown a negative growth rate, with decline in total income, as it has become increasingly difficult to satisfy modern restaurant customers who seek unique experiences that are more than just consuming food. Hence, this study investigated the effect of value creation on customer satisfaction of Quick Service Restaurants in Lagos State, Nigeria. Cross-sectional survey research design was adopted. The population of the study was 799 owners/managers, accountants and customers of Quick Service Restaurants in Lagos State, Nigeria. A well-structured and validated questionnaire was used for data collection. Cronbach’s Alpha reliability coefficients for the constructs ranged from 0.72 to 0.92.The response rate was 75.8 percent. Data were analysed using descriptive and inferential statistics. Findings revealed that value creation dimensions had no significant effect on customer satisfaction (Adj. R2 = -0.011; F(6,296) = 0.450, p<0.05).The study concluded that value creation had no significant effect on customer satisfaction of Quick Service Restaurants in Lagos State, Nigeria. The study recommends that owners / managers of Quick Service Restaurants (QSRs) in Lagos State, Nigeria should go beyond transactional operations and develop customer relationship management programmes in order to enhance customer satisfaction.

scholarly journals Individuals' experiences of involuntary admissions and preserving control: qualitative study

BJPsych Open ◽  
2018 ◽  
Vol 4 (6) ◽  
pp. 501-509 ◽  
Author(s):  
David McGuinness ◽  
Kathy Murphy ◽  
Emma Bainbridge ◽  
Liz Brosnan ◽  
Mary Keys ◽  
...  
Keyword(s):  
Grounded Theory ◽  
Theoretical Model ◽  
Qualitative Study ◽  
Involuntary Admission ◽  
Theory Approach ◽  
Therapeutic Approaches ◽  
Admission Process ◽  
Social Lives ◽  
Theoretical Sampling ◽  
Grounded Theory Approach

BackgroundA theoretical model of individuals' experiences before, during and after involuntary admission has not yet been established.AimsTo develop an understanding of individuals' experiences over the course of the involuntary admission process.MethodFifty individuals were recruited through purposive and theoretical sampling and interviewed 3 months after their involuntary admission. Analyses were conducted using a Straussian grounded theory approach.ResultsThe ‘theory of preserving control’ (ToPC) emerged from individuals' accounts of how they adapted to the experience of involuntary admission. The ToPC explains how individuals manage to reclaim control over their emotional, personal and social lives and consists of three categories: ‘losing control’, ‘regaining control’ and ‘maintaining control’, and a number of related subcategories.ConclusionsInvoluntary admission triggers a multifaceted process of control preservation. Clinicians need to develop therapeutic approaches that enable individuals to regain and maintain control over the course of their involuntary admission.Declaration of interestNone.

scholarly journals Coaching in design-based learning: a grounded theory approach to create a theoretical model and practical propositions

2019 ◽  
Author(s):  
M. R. van Diggelen ◽  
K. I. Doulougeri ◽  
S. M. Gomez-Puente ◽  
G. Bombaerts ◽  
K. J. H. Dirkx ◽  
...  
Keyword(s):  
Grounded Theory ◽  
Theoretical Model ◽  
Qualitative Study ◽  
Formative Assessment ◽  
Theoretical Perspective ◽  
Problem Based Learning ◽  
Theory Approach ◽  
Coaching Model ◽  
Teachers And Students ◽  
Grounded Theory Approach

Abstract The purpose of this study is to determine what good coaching during design-based learning (DBL) entails by integrating theoretical and practical perspectives on good coaching. For this purpose, a grounded theory approach was used. For the practical perspective, themes on good coaching were derived from a qualitative study on coaching by observing and interviewing teachers and students involved in a DBL project. For the theoretical perspective, we consulted and analyzed literature on scaffolding, feedback, and formative assessment and coaching in problem-based learning from the learning sciences and the studio model from arts and design literature. Synthesizing themes from both perspectives led to the development of a theoretical coaching model consisting of three main categories (and four subcategories), seventeen themes and thirteen propositions. The model and propositions might be of use for those involved in coaching students in DBL and provide relevant directions for research on coaching in DBL.

scholarly journals THEORETICAL MODELLING OF THE COLLABORATION BETWEEN CONSUMERS AND PROVIDERS OF EDUCATIONAL SERVICES IN THE IMPLEMENTATION OF SCHOOL’S MISSION

2018 ◽  
Vol 1 (8) ◽  
pp. 24
Author(s):  
Aušrinė Gumuliauskienė ◽  
Jovita Starkutė
Keyword(s):  
Theoretical Model ◽  
Value Creation ◽  
Meta Analysis ◽  
Essential Elements ◽  
Theoretical Modelling ◽  
Theoretical Interpretation ◽  
Educational Services ◽  
School Services ◽  
Collaboration Process

<em>The article deals with the problem of the collaboration between consumers and providers of educational services in the implementation of school’s mission. The concept of the consumers and providers of school services has been presented, the mission of the school of today has been defined, the contradictions of its implementation in the postmodern society have been highlighted, the importance of the collaboration between parents as consumers of educational services and pedagogues as providers of educational services in the implementation of school’s mission has been substantiated, the factors conditioning collaboration, the principles determining the involvement and participation of the consumers of educational services, and the essential elements of collaboration have been actualized. A theoretical interpretation of the concept of value creation in interaction has been presented. Referring to the analysis and meta-analysis of the development and structure of the collaboration process at school a theoretical model of the development of collaboration between consumers and providers of educational services at school has been conceptualized</em>

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