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The purpose of this study is to explore the expectations and experiences regarding a robotic shower, from a dual user perspective.

This was an explorative qualitative study in which elderly and personnel were interviewed before the robotic shower was installed and again after four or five months of usage.

The elderly participants found the robotic shower empowering. The personnel’s experiences encompassed their own work conditions, as well as the user value for the elderly. A shared experience for both user groups was a more independent shower situation for the elderly.

Low user frequency among the elderly may have affected the results; more frequent use may lead to different user experiences. Understanding whether and to what extent long-term use affects user experience is important for future adoption and implementation.

Implementation of digital assistive technology (DAT) should focus on the user value of the DAT for all possible user groups, as the different users may experience different values over time. In addition, approaching adoption and acceptance issues of DAT from a learned helplessness perspective may help users find value in the DAT and the independence these aim to provide, helping users maintain or increase quality of life.

This study presents a dual user experience of a DAT in an intimate care situation and shows the importance of including both elderly and personnel to fully understand the value of DATs.

The purpose of the paper is to investigate the effects of service quality and service satisfaction on intention in a business‐to‐business setting.

This research addresses three unanswered questions regarding satisfaction and service quality: the distinction between customer satisfaction and perceived service quality; their causal ordering; and their relative impact on intentions. The data were collected using a large survey of buyers in a business setting.

The data were analyzed using structural equation modeling. The results show that service quality has a larger impact on intentions than does customer satisfaction. The results also show that the effects of individual transactions on intentions are mediated by corresponding cumulative constructs.

The primary implications for theory include demonstrating the distinction between satisfaction and service quality; specifying, based on theory and logic, the causal ordering between transaction constructs and cumulative constructs, and between service quality and satisfaction; and assessing their relative impact on behavioral intentions.

The results show that one negative transaction outcome may not be sufficient to cause the customer to switch if the cumulative levels are sufficiently positive. Thus, a negative outcome may be discounted by the user if it is seen as a unique occurrence. However, a series of successive negative transaction outcomes may cause the cumulative constructs to become less positive, resulting in lower intentions to repurchase from the same supplier.

Customer engagement (CE) as a domain of research started gaining impetus when it became apparent that it can be a key driver of a firm's performance, competitive advantage and loyalty. The purpose of this study is to develop a deep understanding of the CE construct in marketing literature using bibliometric analysis.

In this study, 940 articles were retrieved from Scopus, the well-known electronic database. Bibliographic coupling and co-occurrence analysis using VOSviewer along with content analysis were employed.

After careful content analysis, six clusters were identified through bibliographic coupling: (1) modeling customer engagement, (2) customer engagement theory and empirical validation, (3) customer engagement and service-dominant logic, (4) customer engagement and social media, (5) customer engagement and brand platforms and (6) engagement in other contexts. The outcomes of this study would not only be valuable for scholars working in the CE domain, but could also be useful for practitioners and policymakers who wish to enhance their understanding about CE.

Over the past decade, the research on CE construct has exploded owing to the growing interest of both scholars and practitioners in the field. Despite being a popular field of research, there is no published work on a comprehensive bibliometric analysis of the construct in marketing literature. The current study bridges this gap in the existing literature.

The purpose of this paper is to focus on organizational flexibility and explore its antecedents, organizational structure, and processes, as proposed by network organization theories. The study also explores the possible moderating effects of power distance (Pd) and cultural diversity.

Using self-report data from three different multinational military exercises and one laboratory experiment, the paper explored the relationships between perceptions of flat organizational structure, decentralized processes, and flexibility. The data from each of these studies were analyzed both separately and together.

The analyses revealed that decentralization had the most consistent relationship to organizational flexibility across each of the four studies. Moreover, when the data were analyzed conjunctively, significant positive relationships between decentralization and flexibility and between flat structure and flexibility were observed. No moderating effects of Pd or cultural diversity were found.

The results suggest that decentralizing processes and creating flatter hierarchies may contribute to achieving higher levels of organizational flexibility in military organizations.

The paper contributes to empirical support for the central theoretical propositions of network organizational literature, including moderating factors that are essential in multinational organizational contexts.