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Available. Open Access. Open Access
Article
Publication date: 10 April 2017

Allard C.R. van Riel, Jörg Henseler, Ildikó Kemény and Zuzana Sasovova

Many important constructs of business and social sciences are conceptualized as composites of common factors, i.e. as second-order constructs composed of reflectively measured…

18603

Abstract

Purpose

Many important constructs of business and social sciences are conceptualized as composites of common factors, i.e. as second-order constructs composed of reflectively measured first-order constructs. Current approaches to model this type of second-order construct provide inconsistent estimates and lack a model test that helps assess the existence and/or usefulness of a second-order construct. The purpose of this paper is to present a novel three-stage approach to model, estimate, and test second-order constructs composed of reflectively measured first-order constructs.

Design/methodology/approach

The authors compare the efficacy of the proposed three-stage approach with that of the dominant extant approaches, i.e. the repeated indicator approach, the two-stage approach, and the hybrid approach by means of simulated data whose underlying population model is known. Moreover, the authors apply the three-stage approach to a real research setting in business research.

Findings

The study based on simulated data illustrates that the three-stage approach is Fisher-consistent, whereas the dominant extant approaches are not. The study based on real data shows that the three-stage approach is meaningfully applicable in typical research settings of business research. Its results can differ substantially from those of the extant approaches.

Research limitations/implications

Analysts aiming at modeling composites of common factors should apply the proposed procedure in order to test the existence and/or usefulness of a second-order construct and to obtain consistent estimates.

Originality/value

The three-stage approach is the only consistent approach for modeling, estimating, and testing composite second-order constructs made up of reflectively measured first-order constructs.

Details

Industrial Management & Data Systems, vol. 117 no. 3
Type: Research Article
ISSN: 0263-5577

Keywords

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Article
Publication date: 17 September 2018

Tor Wallin Andreassen, Line Lervik-Olsen, Hannah Snyder, Allard C.R. Van Riel, Jillian C. Sweeney and Yves Van Vaerenbergh

Building on the multi-divisional business model (M-model), the purpose of this paper is to develop a better understanding of triadic business models – T-models – and how they…

8545

Abstract

Purpose

Building on the multi-divisional business model (M-model), the purpose of this paper is to develop a better understanding of triadic business models – T-models – and how they create value for their three categories of stakeholders, i.e., the suppliers, the platform firm and the buyers. The research question that guides the present study is twofold: How is value created individually and collectively in triadic business models and what might challenge their sustainability?

Design/methodology/approach

Anchored in extant literature and a process of conceptual modeling with empirical examples from Uber, a new business model archetype was developed for two-sided markets mediated by a middleman.

Findings

The paper provides a theoretically and conceptually derived roadmap for sustainable business in a triadic business model, i.e., for the buyers, sellers and the platform firm. This model is coined the T-model. A number of propositions are derived that argue the relationship between key constructs. Finally, the future beyond the T-model is explored.

Research limitations/implications

The paper identifies, illustrates and discusses the ways in which value is created in sustainable T-models. First, value is created from a number of sources, not only from lower transaction costs. Second, it is proposed that it is not about a choice of either M-model or T-model but rather a continuum. Toward 2050, technology in general and Blockchain specifically may for some transactions or services, eliminate the need for middlemen. The main conclusion is that despite this development, there will, for most organizations, be elements of the M-model in all or most T-model businesses. In short: middlemen will have elements of the M-model embedded in the T-model when co creating value with buyers and sellers.

Originality/value

While two-sided T-models are not new to the business area, surprisingly no papers have systematically investigated, illustrated, and discussed how value is created among and between the three stakeholder categories of the T-model. With this insight, more sustainable T-models can be created.

Details

Journal of Service Management, vol. 29 no. 5
Type: Research Article
ISSN: 1757-5818

Keywords

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Article
Publication date: 20 March 2017

Cécile Delcourt, Dwayne D. Gremler, Fabrice De Zanet and Allard C.R. van Riel

Customers often experience negative emotions during service experiences. The ways that employees manage customers’ emotions and impressions about whether the service provider is…

2144

Abstract

Purpose

Customers often experience negative emotions during service experiences. The ways that employees manage customers’ emotions and impressions about whether the service provider is concerned for them in such emotionally charged service encounters (ECSEs) is crucial, considering the criticality of the encounter. Drawing on cognitive appraisal theory, this study proposes that two key competencies – employee emotional competence (EEC) and employee technical competence (ETC) – affect negative customer emotions and customer satisfaction with employee response in ECSEs.

Design/methodology/approach

This study relies on a video-based experiment that depicts a customer involved in an ECSE as a service provider delivers bad news to him. The hypothesis tests use a two-way independent analysis of covariance.

Findings

Both emotional and technical competencies must be displayed to improve the customer experience in an ECSE. When EEC is low, ETC does not decrease negative customer emotions or increase customer satisfaction with employee response. When EEC is high, ETC instead has a significant impact on both customer outcomes.

Practical implications

Managers must train employees to develop both technical and emotional competencies. Employees who demonstrate only one type cannot temper customers’ emotions or enhance their perceptions of the employees’ response as well as can those strong in both competencies.

Originality/value

Using a video-based experiment, this study examines the moderating role of EEC in the relationship between ETC and two key aspects of the customers’ experience in an ECSE (negative customer emotions and customer satisfaction with employee responses) following the delivery of bad news.

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Article
Publication date: 20 December 2024

Florence Nizette, Wafa Hammedi, Allard C.R. van Riel and Nadia Steils

This study explores how the format of explanations used in artificial intelligence (AI)-based services affects consumer behavior, specifically the effects of explanation detail…

142

Abstract

Purpose

This study explores how the format of explanations used in artificial intelligence (AI)-based services affects consumer behavior, specifically the effects of explanation detail (low vs high) and consumer control (automatic vs on demand) on trust and acceptance. The aim is to provide service providers with insights into how to optimize the format of explanations to enhance consumer evaluations of AI-based services.

Design/methodology/approach

Drawing on the literature on explainable AI (XAI) and information overload theory, a conceptual model is developed. To empirically test the conceptual model, two between-subjects experiments were conducted wherein the level of detail and level of control were manipulated, taking AI-based recommendations as a use case. The data were analyzed via partial least squares (PLS) regressions.

Findings

The results reveal significant positive correlations between level of detail and perceived understanding and between level of detail and perceived assurance. The level of control negatively moderates the relationship between the level of detail and perceived understanding. Further analyses revealed that the perceived competence and perceived integrity of AI systems positively and significantly influence the acceptance and purchase intentions of AI-based services.

Practical implications

This research offers service providers key insights into how tailored explanations and maintaining a balance between detail and control build consumer trust and enhance AI-based service outcomes.

Originality/value

This article elucidates the nuanced interplay between the level of detail and control over explanations for non-expert consumers in high-credence service sectors. The findings offer insights into the design of more consumer-centric explanations to increase the acceptance of AI-based services.

Details

Journal of Service Management, vol. 36 no. 1
Type: Research Article
ISSN: 1757-5818

Keywords

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Article
Publication date: 14 June 2013

Allard C.R. van Riel, Giulia Calabretta, Paul H. Driessen, Bas Hillebrand, Ashlee Humphreys, Manfred Krafft and Sander F.M. Beckers

The purpose of this paper is to investigate how the service constellation perspective affects innovation strategies and potentially contributes to the innovation literature…

4166

Abstract

Purpose

The purpose of this paper is to investigate how the service constellation perspective affects innovation strategies and potentially contributes to the innovation literature, proposing a research agenda.

Design/methodology/approach

By analyzing the notion of a service constellation, the authors provide an overview of major implications for service innovation research and practice.

Findings

Firms and service innovation researchers need to focus on the perceived consumer value of the constellation rather than on individual services. The authors illustrate how service innovation from the constellation perspective requires coordination and synchronization between projects and different approaches to portfolio management and screening.

Originality/value

Adoption of the service constellation perspective creates new opportunities.

Details

Journal of Service Management, vol. 24 no. 3
Type: Research Article
ISSN: 1757-5818

Keywords

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Article
Publication date: 1 December 2005

Allard C.R. van Riel

This paper introduces the special issue on service innovation management.

3279

Abstract

Purpose

This paper introduces the special issue on service innovation management.

Design/methodology/approach

Provides a brief review of the papers within the issue.

Findings

Compares and contextualizes the contributions, finding that the papers use state of the art methodologies and each furthers knowledge of service innovation management – a recently emerged academic discipline.

Originality/value

The perspectives considered represents a small sample of the diversity that exists within this area.

Details

Managing Service Quality: An International Journal, vol. 15 no. 6
Type: Research Article
ISSN: 0960-4529

Keywords

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Article
Publication date: 2 June 2020

Justine Brigitte Virlée, Wafa Hammedi and Allard C.R. van Riel

Patients, when using healthcare services, (co)create value by integrating their own resources with those of a range of stakeholders. These resource integration activities…

1182

Abstract

Purpose

Patients, when using healthcare services, (co)create value by integrating their own resources with those of a range of stakeholders. These resource integration activities, however, require different types of skills and effort from the patients, and different types of interactions with stakeholders, while also having different effects on patients' well-being. The purpose of the present study is to develop a better understanding of why some patients are better able or willing to perform resource integration activities that impact their well-being. To reach this objective, barriers and facilitators of these activities in their interactions with various stakeholders were identified.

Design/methodology/approach

The study uses a multiple case study design. Individual patients having received a lung transplant, together with their entourage (family, medical professionals, other patients) each represent a case. In-depth interviews were conducted with the patients and with various categories of stakeholders in their service delivery network who were relevant to their experience and with whom they integrated their resources.

Findings

The study identifies three levels on which barriers and facilitators of the resource integration process occur: the individual, relational and systemic level. Factors on these levels affect different aspects of the process.

Originality/value

This study takes a systems perspective and investigates how various systemic factors and stakeholders conduce or inhibit healthcare service users to perform resource integration activities, especially focusing on those activities that strongly affect their well-being.

Details

Journal of Service Theory and Practice, vol. 30 no. 3
Type: Research Article
ISSN: 2055-6225

Keywords

Available. Open Access. Open Access
Article
Publication date: 9 July 2024

Allard van Riel and Hannah Snyder

Most papers and books on conducting literature reviews primarily emphasize achieving technical quality, ensuring reproducibility and validating results. Notwithstanding the need…

2435

Abstract

Purpose

Most papers and books on conducting literature reviews primarily emphasize achieving technical quality, ensuring reproducibility and validating results. Notwithstanding the need for technical excellence, there is also a need for relevance. The purpose of this study is to address that need and offer practical and constructive suggestions for enhancing the meaningful contribution of a literature review, thereby increasing its impact and relevance for publication.

Design/methodology/approach

In this conceptual paper, the authors explore strategies to enhance the relevance and contribution of a literature review. By clarifying the needs of diverse audiences and the principles of generating new insights, the authors provide a broad range of options without being prescriptive. Recognizing that every literature review is unique, this paper contrasts various approaches to offer flexible and adaptable guidance.

Findings

Literature reviews can be enjoyable to read and write, offering a wide range of substantial contributions that meet the expectations of readers and journal editors. This paper offers practical suggestions for prospective authors to make their reviews more relevant, invaluable and engaging, and summarizes these suggestions in a comprehensive checklist.

Research limitations/implications

The paper is not exhaustive but rather complements prevalent literature review methodologies.

Originality/value

Existing literature offers limited guidance on enhancing a review’s contribution to science, academic inquiry and society. This paper fills that gap by providing both academic considerations and practical recommendations, drawing on the author’s extensive experience in reviewing and conducting literature reviews.

Objetivo

La mayoría de los artículos y libros sobre la realización de revisiones de literatura enfatizan principalmente la obtención de calidad técnica, asegurando la reproducibilidad y validando resultados. A pesar de la necesidad de excelencia técnica, también existe la necesidad de la relevancia. El presente artículo aborda esa necesidad y tiene como objetivo ofrecer sugerencias prácticas y constructivas para mejorar la contribución significativa de una revisión de literatura, aumentando así su impacto y relevancia para su publicación.

Diseño/metodología/enfoque

En este artículo conceptual, los autores exploran estrategias para mejorar la relevancia y la contribución de una revisión de literatura. Al clarificar las necesidades de audiencias diversas y los principios para generar nuevos conocimientos, los autores proporcionan una amplia gama de opciones sin ser prescriptivos. Reconociendo que cada revisión de literatura es única, este artículo contrasta varios enfoques para ofrecer orientación flexible y adaptable.

Resultados

Las revisiones de literatura pueden ser placenteras de leer y escribir, ofreciendo una amplia gama de contribuciones sustanciales que satisfacen las expectativas de los lectores y editores de revistas. Este artículo ofrece sugerencias prácticas para que los autores potenciales hagan que sus revisiones sean más relevantes, valiosas y atractivas, y resume estas sugerencias en una lista de verificación integral.

Originalidad

La literatura existente ofrece una orientación limitada sobre cómo mejorar la contribución de una revisión a la ciencia, la investigación académica y la sociedad. Este artículo cubre ese vacío proporcionando consideraciones académicas y recomendaciones prácticas, basadas en la extensa experiencia de los autores en la revisión y realización de revisiones de literatura.

Limitaciones/implicaciones de la investigación

El artículo no es exhaustivo, sino que complementa las metodologías prevalentes de revisión de literatura.

目的

大多数关于如何进行文献综述的文章和书籍主要强调实现技术质量、确保可重复性和验证结果。尽管技术卓越性至关重要, 但同样需要注重相关性。本文正是为了满足这一需求, 旨在提供实用且建设性的建议, 以增强文献综述的有意义贡献, 从而增加其发表的影响力和相关性。

设计/方法论/途径

在这篇概念性文章中, 作者探讨了增强文献综述相关性和贡献的策略。通过阐明多样化受众的需求和生成新见解的原则, 作者提供了广泛的选项, 而不是一味地指示。认识到每篇文献综述都是独一无二的, 本文对比了各种方法, 以提供灵活和适应性的指导。

研究结果

文献综述可以既有趣味性又富有实质性贡献, 满足读者和期刊编辑的期望。本文为潜在作者提供了实用的建议, 使他们的综述更具相关性、不可或缺且引人入胜, 并将这些建议总结在一个全面的清单中。

独创性

现有文献对如何增强综述对科学、学术研究和社会的贡献提供的指导有限。本文通过结合学术考虑和实际建议, 弥补了这一空白, 基于作者在审阅和进行文献综述方面的丰富经验, 提供了独特的见解。

研究限制/启示

该文章并非详尽无遗, 而是对现有文献综述方法的补充。

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Article
Publication date: 7 May 2020

Justine Virlée, Allard C.R. van Riel and Wafa Hammedi

This study aims to develop a better understanding of how online health community (OHC) members with different health literacy (HL) levels benefit from their participation, through…

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Abstract

Purpose

This study aims to develop a better understanding of how online health community (OHC) members with different health literacy (HL) levels benefit from their participation, through the analysis and comparison of their resource integration (RI) processes. It investigates through a RI lens how the vulnerability of community members – captured as their level of HL – affects the benefits they derive from participation.

Design/methodology/approach

Quantitative and qualitative methods were used to investigate the effects of healthcare service users’ vulnerability. Data were collected about their profiles and levels of HL. Furthermore, 15 in-depth interviews were conducted.

Findings

The study demonstrates how low levels of HL act as a barrier to the integration of available online health resources. Participation in OHCs appears less beneficial for vulnerable users. Three types of benefits were identified at the individual level, namely, psychological quality-of-life, physical quality-of-life and learning. Benefits identified at the community level were: content generation and participation in the development of the community.

Originality/value

This study has implications for the understanding of how service users’ activities affect their own outcomes and how the vulnerability of users could be anticipated and considered in the design of the community.

Details

Journal of Services Marketing, vol. 34 no. 5
Type: Research Article
ISSN: 0887-6045

Keywords

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Article
Publication date: 3 June 2019

Allard C.R. Van Riel, Jie J. Zhang, Lee Phillip McGinnis, Mohammad G. Nejad, Milos Bujisic and Paul A. Phillips

While innovative service systems may create substantial value for certain stakeholders, they often destroy value for others. This value paradox frequently leads to unsustainable…

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Abstract

Purpose

While innovative service systems may create substantial value for certain stakeholders, they often destroy value for others. This value paradox frequently leads to unsustainable service systems. The purpose of this paper is to explore the use of multiple theories to pinpoint and explain these value paradoxes, build a framework allowing potentially more sustainable value configuration of service systems and develop an agenda for future research. The framework is illustrated with examples from the hospitality industry.

Design/methodology/approach

The paper draws on prevalent theories and approaches, including service-dominant logic, business modeling, transaction cost economics, stakeholder theory, configuration theory and set theory, to develop a value configuration framework.

Findings

In a service system, the configuration of resources and relationships between these resources (i.e. the set of value propositions for various stakeholders of the system) determines which stakeholders will gain and which will lose and to what extent. For that reason, insight into the range of possible service configurations – or business models – will help decision makers consider the effects on various stakeholders, and, where possible, set their priorities right and make their businesses more sustainable. The research produces a rich research agenda.

Research limitations/implications

Examples from hospitality allow an in-depth examination of a range of dynamic configurational and technological innovations, but some idiosyncratic characteristics of the context may impede the wider applicability of the conceptual framework. Future research could complement this work by studying other service sectors.

Practical implications

The paper aims to provide decision makers in the service industry with a conceptual tool to explore, diagnose and, if needed, adjust the value configuration of their service operations. In practice, this tool may help explicate the service system configuration, thus helping managers determine their organizations’ desired positioning in terms of value creation and destruction, and to choose strategic directions by adapting configurations.

Social implications

Legislation and regulations are being adapted to various new service configurations. This paper attempts to – at least conceptually – distinguish different service configurations, allowing policy makers to identify the value trade-offs between stakeholders, including society at large.

Originality/value

Previous research focused primarily on value creation by innovative services and business models. Value creation for one stakeholder, however, could lead to value destruction for another. Taking this paradox into consideration may result in more open service ecosystems that explicitly consider sustainability and value implications in multiple dimensions and for a broader group of stakeholders.

Details

Journal of Service Management, vol. 30 no. 3
Type: Research Article
ISSN: 1757-5818

Keywords

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