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Book part
Publication date: 1 January 2005

Lan Xia and Kent B. Monroe

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Review of Marketing Research
Type: Book
ISBN: 978-0-85724-723-0

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Book part
Publication date: 1 January 2009

Samuel D. Bond, James R. Bettman and Mary Frances Luce

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Review of Marketing Research
Type: Book
ISBN: 978-0-85724-727-8

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Article
Publication date: 4 February 2014

Joel E. Collier, Daniel L. Sherrell, Emin Babakus and Alisha Blakeney Horky

The purpose of this paper is to explore the potential differences between types of self-service technology. Specifically, the paper explores how the dynamics of public and private…

2989

Abstract

Purpose

The purpose of this paper is to explore the potential differences between types of self-service technology. Specifically, the paper explores how the dynamics of public and private self-service technology influence customers' decision to use the technology.

Design/methodology/approach

Existing customers of private and public self-service technology were surveyed from the same industry. Using structural equation modeling, the authors examine how relevant self-service constructs influence evaluations and attitudes of customers across both settings.

Findings

The analysis reveals that customers' control and convenience perceptions differ across public and private self-service technology. Additionally, customers placed a heavier emphasis on the hedonic or utilitarian evaluation of a service experience based on the type of self-service technology.

Practical implications

For managers of self-service applications, understanding the unique differences of public and private self-service technology can aid in the implementation and adoption of the technology. By properly understanding the differences of the self-service types, managers can provide a beneficial experience to the customer.

Originality/value

By identifying and describing two distinct categories of SSTs, this study allows managers and researchers to better understand how and why individuals choose to utilize individual self-service technologies. Through understanding the unique dynamics of a public and a private SST experience, retailers can determine the appropriate strategy for customer adoption based on the utilitarian or hedonic functions of the technology.

Details

Journal of Services Marketing, vol. 28 no. 1
Type: Research Article
ISSN: 0887-6045

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Available. Content available
Book part
Publication date: 1 January 2005

Naresh K. Malhotra

Abstract

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Review of Marketing Research
Type: Book
ISBN: 978-0-85724-723-0

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Book part
Publication date: 1 February 2007

Dhruv Grewal and Larry D. Compeau

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Review of Marketing Research
Type: Book
ISBN: 978-0-7656-1306-6

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Article
Publication date: 1 January 1988

Cynthia Webster

A relevant, timely issue in the professional services area is that of marketing. Should professional service providers actively market their services? And, if so, how? Many…

301

Abstract

A relevant, timely issue in the professional services area is that of marketing. Should professional service providers actively market their services? And, if so, how? Many professionals have already stepped into the marketing arena, but without first understanding the nature of their target market(s). This article concentrates on one area of the user market that should be known and understood by all professional service marketers: What level of consumer interest or perceived personal importance typifies the purchase of a professional service?

Details

Journal of Services Marketing, vol. 2 no. 1
Type: Research Article
ISSN: 0887-6045

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Article
Publication date: 29 June 2020

Brian J. Taillon, Steven M. Mueller, Christine M. Kowalczyk and Daniel N. Jones

The purpose of this paper is to better understand the role of closeness and the relationships between social media influencers and their followers, and, more specifically, how…

22686

Abstract

Purpose

The purpose of this paper is to better understand the role of closeness and the relationships between social media influencers and their followers, and, more specifically, how social media influencers can effectively manage their human brands.

Design/methodology/approach

Two studies were conducted to explore social media influencers. Qualitative content analysis and modeling with path analysis were used to analyze the data.

Findings

Results found attractiveness and likeability to positively predict attitudes toward the influencer, word-of-mouth and purchase intentions, whereas similarity only predicted word-of-mouth from the follower. Closeness served as a moderator but had different effects. Closeness positively moderated the effect of attractiveness on purchase intentions; however, it had a negative effect with similarity on purchase intentions. Moreover, closeness moderated the effect of likeability on attitude toward the influencer.

Research limitations/implications

This study was limited by the student sample as well as the students’ self-identification of a social media influencer. Future research should include experimental design manipulating well-known/followed or fictional social media influencers on different social media.

Practical implications

This paper explores the characteristics of social media influencers as well as the potential outcomes associated with influencers on social media. The implications for marketers and advertisers include a better understanding of how consumers engage with influencers on social media.

Originality/value

The role of closeness is identified as a moderator of consumers’ behaviors toward social media influencers.

Details

Journal of Product & Brand Management, vol. 29 no. 6
Type: Research Article
ISSN: 1061-0421

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Article
Publication date: 6 February 2017

Tyreal Yizhou Qian, Jerred Junqi Wang, Winston Wen-hao Chou, Euisoo Kim, James J. Zhang and Bo Gong

The purpose of this paper is to examine the impact of Chinese youth’s attention to and involvement with Chinese soccer and its professional league, the Chinese Super League (CSL)…

875

Abstract

Purpose

The purpose of this paper is to examine the impact of Chinese youth’s attention to and involvement with Chinese soccer and its professional league, the Chinese Super League (CSL), on their level of satisfaction.

Design/methodology/approach

A survey study was employed to test the hypotheses. Research participants (n=948) were students from five major universities that represented each of the five main geographic regions of China. Data were randomly assigned into two halves: one half for CFA (n=474) and the other half for structural equation modeling (SEM) (n=474). Mplus 7.0 was used to conduct both the CFA and SEM.

Findings

The findings of this study indicated an overall lack of attention to and involvement with Chinese soccer and CSL among Chinese youths. Discussions have been presented on the causes of the lack of youth passion for Chinese soccer and suggestions have been articulated to improve the effectiveness and efficiency of policy formulation, business operation and marketing strategy.

Originality/value

The present study built on the extant sport management literature, demonstrated the complexity of consumers’ cognition and conation in the professional soccer setting, and revealed counter-intuitive relationship between attitudinal traits and behavioral patterns, which in turn provided unique insights for Chinese professional soccer marketers, managers and administrators.

Details

International Journal of Sports Marketing and Sponsorship, vol. 18 no. 1
Type: Research Article
ISSN: 1464-6668

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Article
Publication date: 24 March 2020

Jana Gäthke

Artificial intelligence (AI) has the potential to facilitate service provision and forms the basis for various smart services, such as augmented reality (AR) apps. The purpose of…

2085

Abstract

Purpose

Artificial intelligence (AI) has the potential to facilitate service provision and forms the basis for various smart services, such as augmented reality (AR) apps. The purpose of this study is to investigate the guiding help of an AR app in elaborate servicescapes, which typically constitute complex environments. The study examines how an AR guidance app impacts service evaluation.

Design/methodology/approach

This research conducted a field experiment during a trade fair. It employed a two-group between-subjects design (AR app vs traditional 2D map) in order to examine how guidance through complex environments affects overall service satisfaction. Hypotheses were tested through analysis of covariance (ANCOVA), moderated regression, and PROCESS.

Findings

The results reveal that an AR app compared to a traditional 2D map leads to significantly higher overall service satisfaction. This relationship is mediated by perceived complexity reduction. Moreover, perceived behavioral control acts as a moderator. Further, the usage of an AR app tends to improve customer loyalty.

Practical implications

Managers learn whether it is worthwhile to employ AR apps in elaborate service environments as well as how to implement them.

Originality/value

By conducting a field experiment and examining a concrete AI-based smart service (i.e. an AR app), this research adds to the AI literature, which has been mostly conceptual, and contributes to the underexamined field of elaborate servicescapes.

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Article
Publication date: 14 May 2018

Yulia Vakulenko, Daniel Hellström and Pejvak Oghazi

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…

4162

Abstract

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.

Details

International Journal of Retail & Distribution Management, vol. 46 no. 5
Type: Research Article
ISSN: 0959-0552

Keywords

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