Article
Computer Science, Information Systems
Mohammad S. Najjar, William J. Kettinger, Lynda D. Kettinger
Summary: This study explores the impact of recovery service experience on user satisfaction, as well as key actions taken by information systems service providers in incident resolution. The research found that user recovery satisfaction is related to both quickly and comprehensively solving the problem, as well as conveying effort and a sense of fairness.
EUROPEAN JOURNAL OF INFORMATION SYSTEMS
(2022)
Article
Hospitality, Leisure, Sport & Tourism
Kristina Heinonen
Summary: This article focuses on the formation and importance of customer value in tourism, with an emphasis on the value formed by tourists outside of their interactions with tourism providers. Through a qualitative study conducted in an online travel community, the concept of ex situ value is introduced, highlighting the individual and collective experiences that contribute to a nuanced understanding of customer value in their experiential lifeworld. The article calls on researchers to expand the boundaries of value into the customer lifeworld domain and encourages tourism providers to consider customers' contexts beyond standard measurements of value.
JOURNAL OF TRAVEL RESEARCH
(2023)
Article
Business
Mengzhen Zhang, Sami Berghall
Summary: This paper provides a literature review of agricultural e-commerce (AE) research published from 2000 to 2021 in 83 journals, identifying six research themes and applying Service-Dominant Logic (S-D logic) and Qualitative Comparative Analysis (QCA) for analysis. Despite the increasing interest in AE research, there is still a lack of papers applying S-D logic in the field.
JOURNAL OF THEORETICAL AND APPLIED ELECTRONIC COMMERCE RESEARCH
(2021)
Article
Hospitality, Leisure, Sport & Tourism
Wooseok Kwon
Summary: This study aims to conceptualize co-created value (CCV) from the service-dominant (S-D) logic perspective and develop a CCV scale for hospitality services. It combined text-mining techniques and interviews to generate items to comprehensively capture the concept of CCV. The study developed a CCV scale with four sub-dimensions and demonstrated its effectiveness in measuring CCV in a hospitality setting.
INTERNATIONAL JOURNAL OF CONTEMPORARY HOSPITALITY MANAGEMENT
(2023)
Article
Environmental Studies
Xavier Font, Rosa English, Alkmini Gkritzali, Wen (Stella) Tian
Summary: By applying a user-centred design methodology, we gained a deeper understanding of the sustainability value for travel agents, analyzed the failure of sustainability communications on online platforms, explored why agents exclude sustainability information during sales, and investigated opportunities for co-creating value.
TOURISM MANAGEMENT
(2021)
Article
Psychology, Multidisciplinary
Xiaofang Yi, Junaid Ul Haq, Shehzad Ahmed
Summary: The purpose of this study was to investigate the impact of consumer participation, value co-creation, and customer resilience on consumer wellbeing. The study found that service climate has an interaction effect in this context. Data were collected from 490 hotel customers and structural equation modeling was used for hypothesis testing. The results showed that customer participation positively influenced customer wellbeing both directly and indirectly. Additionally, customer resilience and value co-creation partially mediated the relationship between customer participation and customer wellbeing. Service climates were found to strengthen the relationship between customer participation and resilience/value co-creation. Theoretical and practical implications were discussed.
FRONTIERS IN PSYCHOLOGY
(2023)
Article
Green & Sustainable Science & Technology
Wen Zhou, Sitan Li, Xiangxixi Meng
Summary: This study explores the effect of customer psychological ownership on value co-creation from the perspective of deep experience and interaction. The results show that customer psychological ownership and customer fit have a positive effect on the performance of value co-creation, and companies can enhance value co-creation by increasing customers' sense of belonging and tacit understanding.
Article
Business
Margaret L. Sheng, Natalia Natalia, C. Y. Hsieh
Summary: The study suggests that goal congruence impacts customer satisfaction and loyalty through value-in-use. It is recommended that service providers properly socialize their goals to increase customer capability to co-create value and enhance customer satisfaction and loyalty.
JOURNAL OF RETAILING AND CONSUMER SERVICES
(2022)
Article
Chemistry, Multidisciplinary
Saqib Saeed
Summary: It is important for business organizations to understand customers' concerns and perceptions towards e-commerce applications in order to ensure secure and trusted online transactions. This empirical study in Pakistan provides insights into customers' mindset on using e-commerce applications, highlighting factors such as credit card usage, information security concerns, motivational shopping factors, trustworthiness, and reputation that impact customers' perception of security and trust in e-commerce.
APPLIED SCIENCES-BASEL
(2023)
Article
Public Administration
Josephine Go Jefferies, Simon Bishop, Sally Hibbert
Summary: This study examines how and why public service beneficiaries co-create value as part of collaborative processes, emphasizing the significance of understanding citizens' approaches to co-create phenomenological value in generating social benefit. Scholars have focused on formal opportunities for 'co-producing' changes in public services, but have paid little attention to the potential for service and social innovation arising from the everyday activities and experiences of service users.
PUBLIC POLICY AND ADMINISTRATION
(2021)
Article
Hospitality, Leisure, Sport & Tourism
Kyong Sik (Kyong) Sung, Seoki Lee
Summary: Although previous research has examined the impact of CSR on brand, values, and customer attitude, there is limited attention given to the effects of CSR on customer brand co-creation behaviors (CBCB) and how customer self-efficacy and emotional brand attachment influence CBCB. This study fills the research gap by examining these relationships in the context of chain restaurants, which are increasingly integrating CSR into their business practices. The findings suggest that customers' perception of CSR interactivity on social media positively affects CBCB and brand sincerity, and this effect is mediated by customer self-efficacy and emotional brand attachment.
INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT
(2023)
Article
Business
Pei-Fang Hsu, Tuan Kellan Nguyen, Jou-Yu Huang
Summary: This study explores the impact of self-service technology on e-commerce firms, finding that customers may choose to co-create or co-destruct value while using self-service, which is crucial for companies to create value and recover from service failures.
ELECTRONIC COMMERCE RESEARCH AND APPLICATIONS
(2021)
Article
Psychology, Multidisciplinary
Kefang Tao, Jiangeng Ye, Hanjie Xiao, Poju Chen
Summary: This study explores the application of perceived co-creation values (PCVs) from tourists' perspectives in customized tour arrangement service. Both qualitative and quantitative methods were used to develop a theoretical model and provide a valid instrument for tourism practitioners.
FRONTIERS IN PSYCHOLOGY
(2022)
Article
Business
Yu Zhang, Yafen Yuan, Bingjia Shao
Summary: Enabling customer participation in online service recovery is crucial for value co-creation. The results indicate that mandatory and voluntary customer participation have different effects on customer satisfaction and intention to recommend.
ELECTRONIC COMMERCE RESEARCH AND APPLICATIONS
(2022)
Article
Business
Thomas Schulz, Sina Zimmermann, Markus Boehm, Heiko Gewald, Helmut Krcmar
Summary: In recent years, there has been a shift from goods-dominant to service-dominant business logic, with companies like Daimler AG and the BMW Group providing services in addition to products. Despite the potential for smart mobility, services like the Reach Now app have relatively low user numbers.
TECHNOLOGICAL FORECASTING AND SOCIAL CHANGE
(2021)
Article
Computer Science, Information Systems
Karen Renaud, Merrill Warkentin, Ganna Pogrebna, Karl van der Schyff
Summary: Insider threats can cause significant damage due to insiders' access and trust. To mitigate these threats, organizations must understand different types of insider threats and employ tailored measures.
INFORMATION & MANAGEMENT
(2024)
Article
Computer Science, Information Systems
Quirin Demlehner, Sven Laumer
Summary: This article discusses the challenges brought by the rapid development of artificial intelligence in the adoption of technology at an individual level. It focuses on the role of biases and examines their impact on user decision making. Through a case study of three German car manufacturers, the article highlights the importance of the pre-announcement phase in information systems adoption and provides a comprehensive analysis of biases caused by individuals' cognitive limitations. It also reveals a notable spillover effect of users' experiences and opinions on AI from their personal lives to their professional lives, which contradicts previous findings in IS research.
INFORMATION & MANAGEMENT
(2024)
Article
Computer Science, Information Systems
Xinyu Sun, Yan Zhang, Juan Feng
Summary: This study investigates the impact of online information on brand reputation and brand premium in the online market. The findings suggest that the presence of online information may change the situation of brand premium, and firms with lower reputation can potentially earn higher profits under certain conditions. Additionally, as the gap in brand reputation increases, the profits of both firms may also increase, leading to a win-win situation in brand competition.
INFORMATION & MANAGEMENT
(2024)