Jorge H.O. Silva, Glauco H.S. Mendes, Jorge G. Teixeira and Daniel Braatz
While academics and practitioners increasingly recognize the impacts of gamification on customer experience (CX), its role in the customer journey remains undeveloped. This…
Abstract
Purpose
While academics and practitioners increasingly recognize the impacts of gamification on customer experience (CX), its role in the customer journey remains undeveloped. This article aims to identify how gamification can leverage each customer journey stage, integrate the findings into a conceptual model and propose future research opportunities.
Design/methodology/approach
Since CX and customer journey are interrelated concepts, the authors rely on CX research to identify research themes that provide insights to propose the conceptual model. A systematic review of 154 articles on the interplay between gamification and CX research published from 2013 to 2022 was performed and analyzed by thematic content analysis. The authors interpreted the results according to the service customer journey stages and the taxonomy of digital engagement practices.
Findings
This article identified five main thematic categories that shape the conceptual model (design, customer journey stages, customer, technology and context). Gamification design can support customer value creation at any customer journey stage. While gamification can leverage brand engagement at the pre-service stage by enhancing customer motivation and information search, it can leverage service and brand engagement at the core and post-service stages by enhancing customer participation and brand relationships. Moreover, customer-, technology- and context-related factors influence the gamified service experience in the customer journey.
Originality/value
This article contributes to a conceptual integration between gamification and customer journey. Additionally, it provides opportunities for future research from a customer journey perspective.
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Jorge H.O. Silva, Glauco H.S. Mendes, Paulo A. Cauchick Miguel, Marlene Amorim and Jorge Grenha Teixeira
This article aims to synthesize and integrate current research on customer experience (CX), identifying the intellectual structure of the field, systematizing a conceptual…
Abstract
Purpose
This article aims to synthesize and integrate current research on customer experience (CX), identifying the intellectual structure of the field, systematizing a conceptual framework and identifying future research opportunities.
Design/methodology/approach
To analyze 629 articles published in peer-reviewed journals in almost four decades, this study employs both bibliometric co-keyword and thematic literature analysis in a complementary way.
Findings
This article maps the CX literature by describing its intellectual structure in terms of three research domains (customer, organizational and technological), their corresponding most relevant research themes and topics. Moreover, this study develops a conceptual framework and research propositions to summarize and integrate the CX literature. This work recognizes technology as an important driver for the development of CX research. Lastly, this article provides future research opportunities for moving the field forward, considering an integrative view among domains.
Originality/value
This paper complements other reviews on CX by using a novel methodological approach (co-keyword and thematic analysis) that enables the identification and visualization of the CX intellectual structure. In addition, the study explores the increasing connection between technology and CX research, by raising evidence that technology, by continuously modifying services and consequently CX, has become a transversal component in the research field. These outcomes may be useful for academics and practitioners.
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Luisa Gonçalves, Lia Patrício, Jorge Grenha Teixeira and Nancy V. Wünderlich
This article provides an in-depth understanding of customer experience with smart services, examines customer perceptual responses to smart and connected service environments and…
Abstract
Purpose
This article provides an in-depth understanding of customer experience with smart services, examines customer perceptual responses to smart and connected service environments and enriches this understanding by outlining how contextual factors (in terms of goals, activities, actors and artifacts) influence the customer experience.
Design/methodology/approach
This study adopts a qualitative approach in order to understand customer experience in the smart energy service setting. Semi-structured interviews and focus groups were conducted with 31 participants forming three groups of energy service customers: advanced smart energy (ASE) customers, electric mobility (EM) customers and high-consumption (HC) customers.
Findings
The findings show that customer experience with smart services involves a multidimensional set of perceptual responses, comprising specific smart service dimensions (e.g. controllability, visibility, autonomy); relationship dimensions (relationships with the service provider and with the community); and traditional technology-enabled service dimensions (e.g. ease of use, accessibility). The analysis of contextual factors such as goals, activities, actors and artifacts shows that smart services enable a more autonomous experience, wherein customers can integrate a myriad of actors and artifacts and expect the main service provider to support them in taking the lead.
Originality/value
Smart technologies have profoundly changed the service environment, but research on customer experience with smart services is scarce. This study characterizes smart services, provides an in-depth understanding of customer experience in this new context, and discusses relevant implications for management and service research.
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Jorge Grenha Teixeira, Lia Patrício and Tuure Tuunanen
Service design is a multidisciplinary approach that is key to service innovation, as it brings new service ideas to life. In this context, the development of new service design…
Abstract
Purpose
Service design is a multidisciplinary approach that is key to service innovation, as it brings new service ideas to life. In this context, the development of new service design methods and models for creating new service futures is an important stream of service design research. Such developments can benefit from a systematized research methodology that builds on existing knowledge and robustly evaluates the suitability of research contributions. To address this challenge, the purpose of this paper is to present design science research (DSR), an established methodology from the information systems field, and examine how it can be useful for service design research by supporting the development of new artifacts, such as service design constructs, methods and models.
Design/methodology/approach
This paper presents DSR and related literature and shows how DSR can support service design research through a step-by-step approach. A methodology to develop prescriptive-driven solutions for classes of problems, DSR can support service design research in developing rigorous and relevant research. One illustrative example of a service design research effort using the DSR approach is presented.
Findings
Building on DSR’s robust methodological background, this paper discusses how DSR can support service design research, namely, through the development of new methods and models, and how DSR can be adapted to leverage service design research participatory, iterative, human-centric and creative approach.
Originality/value
This paper provides an overview of DSR and proposes it as a methodology to conduct service design research, offering step-by-step guidance on the application of DSR in service design research and discussing how it can be adapted according to the specific characteristics of service design research and drive future research.
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Nelson Oliveira Stefanelli, Adriano Alves Teixeira, Jorge Henrique Caldeira De Oliveira, Marco Antonio Ferreira and Simone Sehnem
The purpose of this paper is to carry out a systematic review of the state of the art of the environmental training theme and to propose a research agenda to shed light on this…
Abstract
Purpose
The purpose of this paper is to carry out a systematic review of the state of the art of the environmental training theme and to propose a research agenda to shed light on this subject by suggesting new research in the area.
Design/methodology/approach
This is a systematic review of the state of the art of the environmental training theme.
Findings
The authors’ main contribution is the proposal of a research agenda with 11 recommendations for future research, such as conducting research in developed countries; research focusing only on environmental training; qualitative research using case studies; research that explores the co-evolution of environmental training practices with environmental management practices and with the maturity stage of environmental management in organizations; and research that addresses all aspects of environmental training phases proposed by ISO 10015: 2001.
Originality/value
This is the most recent research which conducts a systematic review of the state of the art on environmental training and proposes a research agenda with several suggestions that can guide researchers in human resources, environmental management, sustainability and supply chain management.
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Wesley Ricardo de Souza Freitas, Jorge Henrique Caldeira-Oliveira, Adriano Alves Teixeira, Nelson Oliveira Stefanelli and Talita Borges Teixeira
In the past, simply fulfilling economic performance alone was critical to ensuring the success of companies and their shareholders, but this traditional perspective is not…
Abstract
Purpose
In the past, simply fulfilling economic performance alone was critical to ensuring the success of companies and their shareholders, but this traditional perspective is not compatible with society's current demands, as there is increasing social pressure on organizations to become more sustainable and reduce impacts on the environment, promoting sustainable results in their business processes. In this context, the specialized literature states that human resources management (HRM) is considered a central aspect for building sustainable organizations, in particular, the area of green human resources management (GHRM). Thus, this study analyzes the relationship between GHRM and corporate social responsibility (CSR) in Brazilian companies. Company's age, size, ISO 9001 and 14001 certifications are the control variables.
Design/methodology/approach
The authors adopted a quantitative approach in conducting the survey. Four waves of email were sent to HR and CSR managers from 853 Brazilian companies from the metallurgical, automotive and chemical industries. In total, 79 questionnaires were fully answered, higher than the minimum sample calculated by the G*Power 3.1 software, which corresponds to a return rate of 9.26%. For the analysis of the results, the partial least squares method was used.
Findings
This research identifies that GHRM practices, in fact, positively influence CSR practices. The findings evidence that practices of performance evaluation, teamwork and recruitment and selection are the most important for a better CSR performance. The research results indicate that the “ISO 9001 certification” control variable also has a positive and significant effect on CSR and that the size of the company, the age of the company and the ISO 14001 certification, in the analyzed sample, were not relevant (as control variables) for CSR.
Originality/value
Current literature highlights the gap between GHRM and CSR. This relationship is not explored in Brazil. The study uses a new theoretical model, and it fills the gap identified in the literature. This paper brings important theoretical and managerial contributions. It is the first in the literature to show, in an empirical way, the positive relationship between GHRM and CSR, contributing in an original way to the state of the art of the GHRM and CSR theme. In addition, this research adds empirical evidence on GHRM and CSR in Latin America/South America/Brazil.
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Maíra Prestes Joly, Jorge Grenha Teixeira, Lia Patrício and Daniela Sangiorgi
Service design is a multidisciplinary approach that plays a key role in fostering service innovation. However, the lack of a comprehensive understanding of its multiple…
Abstract
Purpose
Service design is a multidisciplinary approach that plays a key role in fostering service innovation. However, the lack of a comprehensive understanding of its multiple perspectives hampers this potential to be realized. Through an activity theory lens, the purpose of this paper is to examine core areas that inform service design, identifying shared concerns and complementary contributions.
Design/methodology/approach
The study involved a literature review in two stages, followed by a qualitative study based on selected focus groups. The first literature review identified core areas that contribute to service design. Based on this identification, the second literature review examined 135 references suggested by 13 world-leading researchers in this field. These references were qualitatively analyzed using the NVivo software. Results were validated and complemented by six multidisciplinary focus groups with service research centers in five countries.
Findings
Six core areas were identified and characterized as contributing to service design: service research, design, marketing, operations management, information systems and interaction design. Data analysis shows the various goals, objects, approaches and outcomes that multidisciplinary perspectives bring to service design, supporting them to enable service innovation.
Practical implications
This paper supports service design teams to better communicate and collaborate by providing an in-depth understanding of the multiple contributions they can integrate to create the conditions for new service.
Originality/value
This paper identifies and examines the core areas that inform service design, their shared concerns, complementarities and how they contribute to foster new forms of value co-creation, building a common ground to advance this approach and leverage its impact on service innovation.
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Susana Campos, José G. Dias, Mário Sérgio Teixeira and Ricardo Jorge Correia
This study focuses on intellectual capital (IC) as a driver of better business performance. Recent studies suggest that a set of variables may mediate this relationship. This…
Abstract
Purpose
This study focuses on intellectual capital (IC) as a driver of better business performance. Recent studies suggest that a set of variables may mediate this relationship. This research discusses the mediating role of dynamic capabilities, network competence, technological capabilities, absorptive capabilities and innovation performance between intellectual capital and business performance.
Design/methodology/approach
The conceptual model is tested using a sample of 533 Portuguese firms by means of a structural equation model.
Findings
It confirms that intellectual capital impacts business performance. Moreover, this only happens indirectly through the mediating chain defined by the variables dynamic capabilities, network competence, technological capabilities, absorptive capabilities and innovation performance.
Originality/value
This study analyzes new mediator variables between the dimensions of the intellectual capital and Portuguese business performance.
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Ricardo Jorge Correia, Mário Sérgio Teixeira and José G. Dias
This paper aims to explore a new causal link between learning, market and entrepreneurial orientations and firms' performance by introducing dynamic capabilities and competitive…
Abstract
Purpose
This paper aims to explore a new causal link between learning, market and entrepreneurial orientations and firms' performance by introducing dynamic capabilities and competitive advantages as mediator variables.
Design/methodology/approach
The mediating role of dynamic capabilities and competitive advantages is tested using a sample of 1,190 Portuguese firms, and structural equation models.
Findings
It is shown that dynamic capabilities mediate the relationship between the three orientations–learning, market and entrepreneurial–and competitive advantages of differentiation and cost leadership, and both competitive advantages lead to firm's performance. It is also shown that learning orientation is an antecedent of market orientation and entrepreneurial orientation.
Practical implications
This research shows that firm's performance depends on the capacity of firms to learn, innovate, be proactive, take risks and collect the best market data. Indeed, by optimizing the internal management and knowledge dissemination, firms will develop a set of capabilities and competitive advantages that lead to an appropriate response to market challenges.
Originality/value
This study tests the relationship between strategic orientations and firm's performance by taking the mediating effects of dynamic capabilities and competitive advantages into account. This research was conducted in Portugal.
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Ricardo Jorge Correia, José G. Dias, Mário Sérgio Teixeira and Susana Campos
The complexity of the firm’s external environment, with its constant changes, forces managers to develop novel strategies that can meet new strategic needs. The purpose of this…
Abstract
Purpose
The complexity of the firm’s external environment, with its constant changes, forces managers to develop novel strategies that can meet new strategic needs. The purpose of this study is to examine the role of reward systems (RSs) in strategic management, as well as their relationship to learning and entrepreneurial orientation (EO), commonly referred to as the driving force behind growth, competitive advantages (CAs) and improved performance. It also focuses on the study of the relationship between EO and business performance (BP), the introduction and testing of the possible antecedents of this relationship and potential mediating factors.
Design/methodology/approach
A conceptual model was tested on a sample of 1,190 Portuguese firms using a structural equation model.
Findings
It is shown for the first time that learning orientation (LO) is an antecedent of the RSs and, subsequently, of EO. Additionally, the CAs of differentiation and cost leadership play a mediating role in the relationship between EO and BP. Furthermore, RSs are also a driving force behind both CAs.
Originality/value
This study makes several empirical and theoretical contributions, addressing the gap in the literature about the role of RSs in strategic management. It tests the relationship between LO and the firm’s performance by taking the mediating effects of RSs, EO and CAs into account. Additionally, we discuss LO as an antecedent strategic variable of human resources practices, in particular, RSs. Finally, we broaden the scope of our research by examining these issues in the context of Portuguese SMEs from different industries.