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Article
Publication date: 1 June 2021

In-Tae Lee, Jinyong Choi and Sangyoo Kim

The authors investigate the antecedents of psychological ownership from the customers' perspective by applying employee psychological ownership (EPO) to human resource management.

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Abstract

Purpose

The authors investigate the antecedents of psychological ownership from the customers' perspective by applying employee psychological ownership (EPO) to human resource management.

Design/methodology/approach

The authors conducted questionnaires on utilitarian benefits, hedonic benefits, perceived risk, customer satisfaction, customer trust and customers' psychological ownership (CPO) on 205 people. They verified their hypotheses using structural equation modeling analysis.

Findings

The authors found that customer trust positively influences CPO, but customer satisfaction does not. Instead, customer satisfaction indirectly affects CPO through the mediating effects of customer trust. They also found that utilitarian and hedonic benefits positively influence customer satisfaction and confidence, but perceived risk negatively influences it.

Research limitations/implications

This study contributes to the service marketing literature by empirically confirming that customers have psychological ownership, such as employees, and by incorporating benefits, risk, trust and CPO into a comprehensive framework.

Practical implications

Marketers should formulate service strategies that strengthen customers' perceptions of utilitarian and hedonic benefits and avoid customers' perceived risk, which is expected to exert a significant CPO-enhancing effect.

Originality/value

In the service context, customers are perceived as partial employees. The authors empirically explored the role of perceived benefits and risks in enhancing CPO via customer satisfaction and trust by applying EPO concepts. Strengthening perceived benefits and avoiding perceived risk were verified as critical drivers of CPO in the service context. The results of this study confirm that customer trust is required for customers to feel CPO.

Details

Asia Pacific Journal of Marketing and Logistics, vol. 34 no. 2
Type: Research Article
ISSN: 1355-5855

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Article
Publication date: 1 December 2003

Bowon Kim, Kyungbae Park and Jinyong Kim

It is important for an IT service company (IS company) to fully take into account the differences in customer satisfaction across different customer groups. In this article, we…

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Abstract

It is important for an IT service company (IS company) to fully take into account the differences in customer satisfaction across different customer groups. In this article, we consider three layers of customers in the client company. There are project directors who interface with and accept the final product (i.e. IT system) from the IS company, users who actually use the IT system for their daily operations, and finally operators who do maintenance works for the IT system. We propose that each customer group (i.e. project director, user, or operator) evaluates the IT systems success with a different set of criteria. Transaction relationship and partnership turn out to be important determinants for the project directors: task‐related and IS‐related output performances seem to be less influential. The reverse conclusion can be made for users and operators. One additional insight is that IS company’s efforts to understand its customer’s tasks and share risks with the customer company might have unexpected effects. Although the project directors seem to like such close involvement, it can be detrimental to the users’ satisfaction with the IS outsourcing projects.

Details

Asia Pacific Journal of Marketing and Logistics, vol. 15 no. 3
Type: Research Article
ISSN: 1355-5855

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Article
Publication date: 22 June 2022

Lazim Abdullah and Norliana Mohd Najib

This research aims to develop sustainable development scores at districts level based on weights of thirteen sub-indicators using a spatial information system.

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Abstract

Purpose

This research aims to develop sustainable development scores at districts level based on weights of thirteen sub-indicators using a spatial information system.

Design/methodology/approach

The empirical study was conducted at seven districts in the state of Terengganu Malaysia. The evaluation was implemented using a spatial information system combined with weights of sub-indicators that were computed from the analytic hierarchy process (AHP) method.

Findings

In this study the sub-indicators layers overlaid into one raster layer to produce a sustainability development score from 1 to 3 for every district. The one raster layer shows that Marang district received the highest sustainable development score of 2.284. On the other hand, Kemaman district received the poorest sustainable development score of 1.686.

Research limitations/implications

In this study the weights that obtained from the AHP method are verified and validated using a sensitivity analysis. The scores at districts level perhaps may not be accurate due to difficulties in differentiating the variability of indicators and sub-indicators. These are among the unsettled issues that could be explored as future research direction.

Social implications

The results would have greatly benefited the policy makers and stakeholders, particularly in planning for future development without compromising the significance of environment, social and economic indicators.

Originality/value

Sustainable development is one of the key elements that needs to be considered seriously in assessing development of a country. The assessment may include proposing indices for environment, social, economic indicators and related sub-indicators of sustainable development. Instead of considering specific indices for indicators, this approach departs more formally from the concept of unweighted indices at country level.

Details

Kybernetes, vol. 52 no. 11
Type: Research Article
ISSN: 0368-492X

Keywords

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Article
Publication date: 11 March 2014

A. Garg, K. Tai and M.M. Savalani

The empirical modelling of major rapid prototyping (RP) processes such as fused deposition modelling (FDM), selective laser sintering (SLS) and stereolithography (SL) has…

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Abstract

Purpose

The empirical modelling of major rapid prototyping (RP) processes such as fused deposition modelling (FDM), selective laser sintering (SLS) and stereolithography (SL) has attracted the attention of researchers in view of their contribution to the overall cost of the product. Empirical modelling techniques such as artificial neural network (ANN) and regression analysis have been paid considerable attention. In this paper, a powerful modelling technique using genetic programming (GP) for modelling the FDM process is introduced and the issues related to the empirical modelling of RP processes are discussed. The present work aims to investigate the performance of various potential empirical modelling techniques so that the choice of an appropriate modelling technique for a given RP process can be made. The paper aims to discuss these issues.

Design/methodology/approach

Apart from the study of applications of empirical modelling techniques on RP processes, a multigene GP is applied to predict the compressive strength of a FDM part based on five given input process parameters. The parameter setting for GP is determined using trial and experimental runs. The performance of the GP model is compared to those of neural networks and regression analysis.

Findings

The GP approach provides a model in the form of a mathematical equation reflecting the relationship between the compressive strength and five given input parameters. The performance of ANN is found to be better than those of GP and regression, showing the effectiveness of ANN in predicting the performance characteristics of the FDM part. The GP is able to identify the significant input parameters that comply with those of an earlier study. The distinct advantages of GP as compared to ANN and regression are highlighted. Several vital issues related to the empirical modelling of RP processes are also highlighted in the end.

Originality/value

For the first time, a review of the application of empirical modelling techniques on RP processes is undertaken and a new GP method for modelling the FDM process is introduced. The performance of potential empirical modelling techniques for modelling RP processes is evaluated. This is an important step in modernising the era of empirical modelling of RP processes.

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