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.

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.

Sanctuary Cities, Crime, and Incorporation

2019 ◽  
pp. 118-152
Author(s):  
Loren Collingwood ◽  
Benjamin Gonzalez O’Brien
Keyword(s):  
Voter Turnout ◽  
Crime Rates ◽  
Police Force ◽  
Crime Reporting ◽  
Immigrant Communities ◽  
Negative Effects ◽  
Positive Effects ◽  
Chief Complaints ◽  
Negative Effect

One of the chief complaints raised against sanctuary cities is that they can increase crime, while one argument in their favor is that they can increase the incorporation of Latino and immigrant communities. This chapter analyzes both the positive and negative effects of sanctuary polices, finding that these policies have no effect on crime rates when comparable cities are compared to one another and when crime rates pre/post sanctuary are examined. The findings show that sanctuary policies can have positive effects, potentially increasing both Latino voter turnout and police force representation. While sanctuary policies are found to have few downsides and potential positive benefits, antisanctuary legislation like Texas’s SB4 are found to have a negative effect. In high-immigrant areas, antisanctuary legislation is found to depress the number of 911 calls, suggesting that antisanctuary legislation does in fact reduce crime reporting, as opponents claim.

Customer value in self-service kiosks: a systematic literature review

2018 ◽  
Vol 46 (5) ◽  
pp. 507-527 ◽  
Author(s):  
Yulia Vakulenko ◽  
Daniel Hellström ◽  
Pejvak Oghazi
Keyword(s):  
Literature Review ◽  
Customer Service ◽  
Systematic Literature Review ◽  
Value Creation ◽  
Customer Value ◽  
Managerial Decision ◽  
Content Type ◽  
Depth Analysis ◽  
Self Service ◽  
Self Service Technology

Purpose The purpose of this paper is to provide a cohesive overview of the available self-service and customer value literature, identify customer value in self-service kiosks (SSKs), and analyze this value from the customer experience perspective. Design/methodology/approach The study comprises a systematic literature review of available works on customer value. Findings The paper presents conclusions on the SSK’s technological forms, presence in industries, and conceptual state. The review also provides a cohesive inventory of customer value elements in SSKs. The in-depth analysis proposes two alternative models of the customer value creation process: linear and circular. Research limitations/implications The study reveals gaps stemming from the inconsistency and fragmented nature of previous research on customer value in SSKs. The gaps are treated as opportunities for future studies. Practical implications By identifying new sources of competitive advantage and new ways to improve customer service strategies and experience management, the findings support managerial decision making at the stages of considering, implementing, and improving SSK networks. Originality/value This study is the first to systematically review and provide an inventory of customer value elements in SSKs. It, therefore, offers new perspectives on customer value creation using self-service technology.

Community-based island tourism: the case of Boa Vista in Cape Verde

2014 ◽  
Vol 8 (2) ◽  
pp. 219-233 ◽  
Author(s):  
Sandra M. Sánchez-Cañizares ◽  
Ana María Castillo-Canalejo
Keyword(s):  
Local Community ◽  
Service Providers ◽  
Cape Verde ◽  
Current Status ◽  
Supply Side ◽  
Demand Side ◽  
Negative Effects ◽  
Community Based ◽  
Content Type ◽  
Positive Effects

Purpose – This paper tries to explore the possibilities of developing sustainable, community-based tourism (CBT) in Boa Vista in Cape Verde, Africa. Island territories are generally considered preferential tourist destinations. However, the negative effects of tourism in these destinations should not be overlooked, among them environmental concerns and impacts on the culture of the island’s inhabitants. The development of CBT takes on special relevance, as it based on planning schemes in conjunction with the local community who share the positive effects derived from tourism. Design/methodology/approach – The methodology used consisted in designing two surveys: one focusing on the supply side and another on the demand side of tourism to define and analyse the current status of this sector in Boa Vista. The survey on tourism supply was distributed among a panel of experts formed by tourism service providers located in Boa Vista. The statistical results of the responses and the discussion carried out by the panel of experts permitted the development of a SWOT matrix. The survey on demand was administered to foreign tourists in different parts of the island. A total of 202 valid surveys were obtained. Findings – The main results of the fieldwork are twofold. On the supply side of tourism, the community is making an enormous effort to actively participate in the development of sustainable tourism, efforts which are often constrained by the geographical barriers of Boa Vista (sandy soil, poor accessibility to other islands) and the institutional and political situation of the island. As regards the demand side of tourism, the vast majority of tourists stay at the island’s all-inclusive resorts, whereas few tourists require the services provided by the community, mainly because they are unaware that such services exist. Originality/value – Certain island destinations are more appropriate for tourists wishing to flee mass tourism enclaves due to their natural environment, relative isolation and the traditional culture of their inhabitants. For this reason, it is important to develop a CBT model for these destinations in which initiatives are planned in conjunction with members of the local community who participate in decision-making processes and benefit equally from the positive effects of tourism. Although several case studies have been reported in the research on CBT initiatives, few studies have been carried out on CBT in island territories. This is the main contribution in this paper.

Personality determinants of need for interaction with a retail employee and its impact on self-service technology (SST) usage intentions

2017 ◽  
Vol 11 (3) ◽  
pp. 214-231 ◽  
Author(s):  
Hyun-Joo Lee
Keyword(s):  
Structural Equation ◽  
Online Survey ◽  
Equation Modeling ◽  
Thinking Style ◽  
Content Type ◽  
Positive Effects ◽  
Negative Effect ◽  
Experiential Thinking ◽  
Low Levels ◽  
Self Service

Purpose The purpose of this study was, first, to link interpersonal-hedonic values, intuitive-experiential thinking style, external locus of control (LOC) and sociability to the need for interaction with a retail employee; and, second, to empirically test the moderating effect of the time convenience of self-service technologies (SSTs) on the proposed relationships in the model. Design/methodology/approach This study was conducted in a retail setting in which an automated checkout process occurred with the use of self-checkout systems. A self-administered, online survey approach was utilized targeting consumer panel members. Data were analyzed using structural equation modeling. Findings Interpersonal-hedonic values, external LOC and sociability emerged as reliable antecedents of the need for interaction with a retail employee, whereas the intuitive-experiential thinking style did not. This study also showed the inverse relationship between the need for interaction with a retail employee and the intentions to use SSTs. In relation to the moderating role of the time convenience of SSTs, the positive effects of interpersonal-hedonic values, intuitive-experiential thinking style, external LOC and sociability on the need for interaction with a retail employee were shown lesser for consumers with low levels of the time convenience of SSTs. The negative effect of the need for interaction with a retail employee on the intentions to use SSTs was shown to be greater for consumers with low levels of the time convenience of SSTs. Originality/value The present study adds to a growing body of literature on SSTs by exploring the causal and hierarchical effects of personality traits that determine the intentions to use SSTs.

scholarly journals The Effects of Online Teaching on EFL Students’ Learning Motivation

2020 ◽  
Vol 4 (11) ◽  
Author(s):  
Yinying Xu
Keyword(s):  
Online Teaching ◽  
Structured Interview ◽  
Study Data ◽  
Learning Motivation ◽  
Multiple Sources ◽  
Negative Effects ◽  
Learning Group ◽  
Positive Effects ◽  
Negative Effect ◽  
Efl Students

This study investigates the positive and negative effects of online teaching on EFL students’ learning motivation. There are 26 English majors in a Chinese university participant in this study. Data were collected from multiple sources: semi-structured interview and direct observation. The result shows that in the course aspect, it has a positive effect. In the teacher aspect, it has both negative and positive effects. But in the learning group aspect, it has a negative effect, because of losing of students’ interaction.

scholarly journals Does Usage of Online Social Media Help Users With Depressed Symptoms Improve Their Mental Health? Empirical Evidence From an Online Depression Community

2021 ◽  
Vol 8 ◽  
Author(s):  
Yingjie Lu ◽  
Taotao Pan ◽  
Jingfang Liu ◽  
Jun Wu
Keyword(s):  
Online Community ◽  
Two Dimensions ◽  
Three Dimensions ◽  
Negative Effects ◽  
Positive Effects ◽  
Shared Identity ◽  
Online Social Media ◽  
Negative Effect ◽  
Practical Implications ◽  
Depressed Symptoms

Online depression communities offer people with depressed symptoms new opportunities to obtain health information and provide social support for each other to fight against the depression. We sought to investigate whether usage of online community help improve depression outcomes and determine which types of usage behaviors have positive or negative effects on depression. We proposed that two dimensions of the sense of belonging (sense of identity and trust) and three dimensions of the sense of support (informational, emotional, and socializing) have significant effects on depression, and further considered gender difference and its effect on depression. We obtained a dataset consisting of 465,337 posts from 244 members from a popular online depression community to test all 10 proposed hypotheses. The results reveal that (i) the sense of shared identity, trust, informational support, and emotional support have positive effects on depression, while socializing support have negative effects on depression, and (ii) the sense of shared identity and trust have more positive effects on depression for female users than male users while socializing support has a more negative effect on depression for female users than for male users. The findings have important practical implications for designers and managers of online depression communities.

scholarly journals THE EFFECTS OF SOCIAL MEDIA ON THE MORALITY OF MUSLIM YOUTHS IN NIGERIA

2020 ◽  
Vol 7 (7) ◽  
pp. 10-20
Author(s):  
Folami, Ahmadu Bolanle,
Keyword(s):  
Social Media ◽  
Quantitative Data ◽  
Media Violence ◽  
Negative Effects ◽  
Qualitative And Quantitative ◽  
Positive Effects ◽  
Meaningful Information ◽  
Quantitative Data Analysis ◽  
Negative Effect ◽  
The Media

The study aims at shedding light on the positive and negative effects of social media on the lives of Muslim youths’ in Nigeria. although, it is an avenue to reach out to people, gather and spread information to one another in the Muslim domain. However, the youths have also lost their dignity through it, because it is another avenue for fraudulent activities. The work examines the effects of both electronic and print media on the socio-religious spheres of Muslim youths. The ability to use the media for “ networking” has played a significant role in the lives of these youths. As technology continues to evolve, including the means to connect and communicate in cyberspace, young Muslims see it as an opportunity for them to be heard. The researcher employed the use of qualitative and quantitative data analysis in carrying out this study as well as conducting structural interviews inorder to elicit useful information. The research finally suggests that, despite the positive effects of social media on Muslim youths’ through Facebook, Twitter, Instagram WhatsApp, e.t.c in passing meaningful information across the board its negative effect of promoting moral decadence like character assassination, media violence, nudity, obscene movies and videos that have challenged the moral values of a practicing Muslim were not to be overlooked.

The Macroeconomic Determinants of House Prices and Rents

2021 ◽  
Vol 0 (0) ◽  
Author(s):  
Jakob Shida
Keyword(s):  
Interest Rates ◽  
Housing Stock ◽  
House Prices ◽  
Bank Lending ◽  
Negative Effects ◽  
Positive Effects ◽  
Negative Effect ◽  
Per Capita ◽  
Pricing Power ◽  
Macroeconomic Determinants

Abstract Based on panel error correction models for a sample of up to 21 countries, this paper analyses the macroeconomic determinants of house prices and rents. In accordance with the existing literature, I find significantly positive effects of per capita income and bank lending on house prices, whereas the housing stock per capita and interest rates have negative effects. For rents, the results are somewhat more remarkable, indicating that both the housing stock and interest rates have a negative effect. While contradicting conventional economic theory, the latter finding might be explained by real estate investors exploiting their pricing power with varying degree depending on the level of real interest rates. Moreover, the estimated impact of interest rates on both house prices and rents varies with structural housing market characteristics. For instance, while interest rates have a more pronounced effect on house prices in countries with more developed mortgage markets, the same does not hold for the effect of interest rates on rents.

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