Johanna Still, Hanna Komulainen and Satu Nätti
This study provides us with new knowledge in the form of conceptual framework of the contextual layers of service experience within professional business services. This study aims…
Abstract
Purpose
This study provides us with new knowledge in the form of conceptual framework of the contextual layers of service experience within professional business services. This study aims to answer the following questions: What kinds of contextual layers can be identified influencing service experience? How specific characteristics of professional service context may influence customer experience at these different layers?
Design/methodology/approach
The framework is based on extensive literature review considering research in the fields of service and relationship perspectives, likewise professional services.
Findings
The framework is based on extensive literature review in the fields of service and relationship perspectives, likewise professional services.
Originality/value
Only a limited number of studies seem to address the highly topical context of professional/knowledge-intensive business services and relationships. The authors tie the discussion concerning different contextual layers of service experience to this specific operating context with the aim of identifying their importance and influence in service experience. Related to this context, this study highlights the importance of understanding role of individuals in service experience, rarely emphasized in B2B dyadic setting. The framework also contributes to current discussion regarding service experience and “zooms in” to the context and its detailed levels.
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Hanna Komulainen and Saila Saraniemi
The purpose of this paper is to increase understanding about how to improve customer value and to make mobile banking services a profitable business for banks and other financial…
Abstract
Purpose
The purpose of this paper is to increase understanding about how to improve customer value and to make mobile banking services a profitable business for banks and other financial actors. The study explores the user experiences and related value of a new mobile banking service.
Design/methodology/approach
The study is implemented as a case study that is phenomenological in nature and linked to an interpretive consumer study. Empirical data were collected through 14 semi-structured theme interviews and a diary method. The data were analysed by using a content analysis method.
Findings
The findings illustrate the importance of customer centricity in the mobile banking context by identifying customer experience and related value in a new mobile banking service. The study extends current understanding of customer experience as a complex and multifaceted phenomenon by including value related to process, the use situation and the outcome, and it identifies temporality as influencing and connecting all these aspects. The study identifies several aspects that help us to understand what creates value for the customer while using mobile banking services.
Research limitations/implications
As one limitation, this study was conducted in a developed country and the findings could be different in an emerging market context. Another limitation relates to the data, as the interviewees’ age range is quite limited, ranging between 20 and 40 years. However, they represent the consumers who normally use mobile services well and thus provide reliable data about their use experiences.
Practical implications
As the banking industry is currently experiencing rapid and widespread changes and customers become more demanding, it is crucial for banks and other mobile service providers to understand the everyday lives of their customers and to integrate their future services into the customers’ value creation processes as smoothly and inseparably as possible. The findings of this study will help banks and other financial institutions to develop their strategies and operations in regard to customer-oriented thinking, which will further help them to create long-term, profitable customer relationships and improve future viability.
Originality/value
The study contributes to bank marketing research and extends previous research on customer-centred service marketing by providing a framework that identifies the value related to customer experience in a new mobile banking service. It explores the experiences of actual mobile banking service customers’ and the related value, and thus provides original implications for both theory and practice.
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Johanna Harwood was the first, and until Phoebe Waller-Bridge’s hiring on No Time to Die, the only woman screenwriter to work on the Bond films. Harwood was there at the…
Abstract
Johanna Harwood was the first, and until Phoebe Waller-Bridge’s hiring on No Time to Die, the only woman screenwriter to work on the Bond films. Harwood was there at the beginning, gaining credits for her work on Dr No (1962) and From Russia with Love (1963), but her chequered experiences of trying to gain leverage within the film industry as a writer, having to contend with institutionalised as well as individualised sexism, prompted her eventual decision to leave Bond, her former employer Harry Saltzman, and the film industry behind. Her story not only provides valuable insights into the genesis of Bond on screen, it also shows the importance of incorporating production studies into discussions of gender and James Bond films, thinking about off-screen as well as on-screen female representation. Beyond Bond, it also illuminates some of the obstacles faced by women trying to build a career in the film industry in the 1960s (not that their problems are limited to that decade) and how film production labour done by women frequently goes uncredited or is discredited, despite its often formative importance.
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Kalle Lind, Anne H. Salonen, Johanna Järvinen-Tassopoulos, Hannu Alho and Sari Castrén
The purpose of this paper is to explore the prevalence of potential problem gambling among Finnish prisoners; the associations between problem gambling and demographics, substance…
Abstract
Purpose
The purpose of this paper is to explore the prevalence of potential problem gambling among Finnish prisoners; the associations between problem gambling and demographics, substance use and crime-related factors; and problem gamblers’ support preferences.
Design/methodology/approach
Prisoners (n=96) from two Finnish prisons were recruited between December 2017 and January 2018. The estimated response rate was 31 percent. Gambling problems were measured using the Brief Biosocial Gambling Screen. The participants were asked to report their gambling both for one year prior to their incarceration and for the past year. The independent variables were demographics (age, gender and marital status), substance use (alcohol, smoking and narcotics) and crime-related factors (crime type, prison type and previous sentence). Statistical significance (p) was determined using Fischer’s exact test.
Findings
Past-year pre-conviction problem gambling prevalence was 16.3 percent and past-year prevalence 15 percent. Age, gender, smoking, alcohol or illicit drug use were not associated with past-year problem gambling before sentencing. One-third of the prisoners (33.3 percent) who were sentenced for a property crime, financial crime or robbery were problem gamblers. One-quarter (24 percent) of all participants showed an interest in receiving support by identifying one or more support preferences. The most preferred type of support was group support in its all forms.
Research limitations/implications
It is recommended that correctional institutions undertake systematic screening for potential problem gambling, and implement tailored intervention programs for inmates with gambling problems.
Originality/value
This study provides a deeper understanding of problem gambling in prisons. Problem gambling is associated with crime and also seems to be linked with serving a previous sentence. Early detection and tailored interventions for problem gambling may help to reduce reoffending rates.
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Johanna Zanon and Karin Teichmann
This paper aims to examine how different levels of message appeals, message sources and social norms influence the purchase (i.e. booking) intention of eco-accommodations.
Abstract
Purpose
This paper aims to examine how different levels of message appeals, message sources and social norms influence the purchase (i.e. booking) intention of eco-accommodations.
Design/methodology/approach
The proposed hypothesis was tested using a 2 (message appeal; rational vs emotional) × 2 (message source; expert vs blogger) × 2 (social norm; injunctive vs descriptive) between-subject experimental online design.
Findings
Advertising appeals and social norms are major predictors of eco-accommodation’s ad effectiveness and message appeals, sources and social norms, and their classifications interrelate with each other. The highest intention to purchase an eco-accommodation was found for a promotional message, which is sent by an expert, expresses a rational appeal and includes a descriptive social norm. Perceived emotional value in contrast was increased with a blogger statement including an emotional appeal and an injunctive social norm.
Research limitations/implications
The used experiment only focused on one product, namely, eco-friendly accommodations. The impacts of different message contents might vary as a function of the promoted product.
Practical implications
To develop persuasive messages which combine all three message contents, experts should craft messages with rational characteristics and address a descriptive social norm.
Originality/value
Although consumers show a desire to buy eco-friendly tourism products, it seems that supply actually overweighs demand. As research in the field of eco-accommodations is still limited, this study examines the role of different combined promotional message contents to further clarify the apparent gap in green consumption.
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Remmer Sassen, Dominik Dienes and Johanna Wedemeier
This study aims to focus on the following research question: Which institutional characteristics are associated with sustainability reporting by UK higher education institutions?
Abstract
Purpose
This study aims to focus on the following research question: Which institutional characteristics are associated with sustainability reporting by UK higher education institutions?
Design/methodology/approach
To answer the aforementioned research question, this study uses logistic regression.
Findings
The results show that 17 per cent of the UK higher education institutions report on their sustainability (July 2014). In line with legitimacy and stakeholder theory, logistic regressions provide evidence that the larger the size of the institution, the higher the probability of reporting. By contrast, high public funding decreases this probability.
Research limitations/implications
The findings show characteristics of higher education institutions that support or hamper sustainability reporting. Overall, the findings imply a lack of institutionalisation of sustainability reporting among higher education institutions.
Originality/value
Although a lot of research has been done on corporate sustainability reporting, only a small number of studies have addressed the issues of sustainability reporting of higher education institutions. This study covers all sustainability reports disclosed among the 160 UK higher education institutions. It is the first study that investigates characteristics of higher education institutions that disclose a sustainability report.
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Ragna Kemp Haraldsdottir and Johanna Gunnlaugsdottir
Many organizations are challenged by different and, perhaps, opposite, registration and protection obligations of information regarding their employees. The purpose of this paper…
Abstract
Purpose
Many organizations are challenged by different and, perhaps, opposite, registration and protection obligations of information regarding their employees. The purpose of this paper is to explore how organizations balance the registration obligations of the Icelandic equal pay standard (EPS) and the protection requirements of the general data protection regulation (GDPR). It aims to raise awareness of how information professionals can ensure that documentation on the education and skills of employees is authentic, traceable and secure.
Design/methodology/approach
The analytical framework covered multiple-cases and semi-structured interviews with various professionals and comprehensive documentary analysis.
Findings
The findings indicate that the organizations were not properly prepared for the implementation of the EPS and were hesitant regarding further registration of personal information due to GDPR. Documentary analysis also revealed critical attitudes towards the legal endorsement of the standard and its potential success.
Originality/value
There is a lack of studies explaining the juxtaposition of information and records management and the legal and regulatory environment. This paper provides a unique description of how information and recordkeeping practices function with the requirements of the EPS whilst complying with GDPR. The results could bring valuable opportunities for the information profession regarding the development, implementation, administration and maintenance of documentary evidence regarding the requirements of international and national standards and legislations and advance their collaboration with other professionals in the management of information.
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Nellie Gertsson, Johanna Sylvander, Pernilla Broberg and Josefine Friberg
The purpose of this paper is to explore why audit assistants leave the audit profession. By including both the perceptions held by audit assistants that left the audit profession…
Abstract
Purpose
The purpose of this paper is to explore why audit assistants leave the audit profession. By including both the perceptions held by audit assistants that left the audit profession and the perceptions of audit assistants still working in the audit profession, this study aims to explore how determinants of job satisfaction are associated with decisions to leave the audit profession.
Design/methodology/approach
To explore the association between determinants of job satisfaction and decisions to leave, a survey was developed based on a literature review of determinants of job satisfaction. The survey was sent to both current and former Swedish audit assistants. The subsequent analysis was based on 231 complete surveys, of which 78 were from former audit assistants.
Findings
The main finding of this study is that there is a negative association between the choice to leave the profession and audit assistants’ perceptions of the profession and between the choice to leave and work-life balance. Another finding was that met expectations and Big 4 were found to be positively associated with career change.
Originality/value
By approaching both current and former audit assistants, this study contributes to the literature on audit employee turnover by exploring determinants of actual career change, rather than turnover intentions. It also contributes by identifying and testing a variable not previously used as a determinant of job satisfaction, namely, perceptions of the audit profession.
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Hannu Saarijärvi, Johanna Joensuu, Timo Rintamaki and Mika Yrjölä
Consumer-to-consumer (C2C) electronic commerce (e-commerce) is shaping contemporary retailing. Despite the fact that a large amount of C2C e-commerce is conducted in social…
Abstract
Purpose
Consumer-to-consumer (C2C) electronic commerce (e-commerce) is shaping contemporary retailing. Despite the fact that a large amount of C2C e-commerce is conducted in social media-based platforms (e.g. Facebook), it has remained an unexplored area of research, though social media as a commercial platform can result in differing customer value and, thus, has potential for consumer experiences that lie beyond the reach of traditional C2C e-commerce actors. Consequently, the purpose of this paper is to identify and explore distinct consumer profiles of C2C e-commerce in social media.
Design/methodology/approach
Confirmatory factor analysis and cluster analysis are employed to analyze the data from a quantitative survey focusing on C2C e-commerce.
Findings
Four distinct consumer profiles are introduced and discussed: enthusiasts, bargain hunters, salvagers and apathetics. These profiles capture what kind of value consumers perceive in exchanging used goods with other consumers in Facebook.
Research limitations/implications
The data were collected from one country. Cultural differences in how C2C e-commerce and the role of Facebook are perceived might influence the generalizability of the results. The data set was cross-sectional and based on self-reported data.
Practical implications
First, the study indicates that the social media can offer a unique platform for C2C e-commerce that may result in unique and differentiated consumption experiences. Second, firms should carefully analyze how their existing segments match the consumer profiles presented in this study (enthusiasts, bargain hunters, salvagers, apathetics) to assess future value creation potential and challenges. Third, traditional retailers should evaluate the possibility of acting as a platform for C2C commerce or other types of C2C interaction in order to offer their customers benefits that are characteristic for C2C e-commerce.
Originality/value
This study is among the first attempts to profile C2C e-commerce consumers in social media setting. Interestingly, the profiles differ not in terms of traditional consumer demographics, but on the basis of what kind of value they perceive. Altogether, they grant interesting empirical access to explore the potential and implications of social media-based C2C e-commerce.