Mario Giraldo, Luis Javier Sanchez Barrios, Steven W. Rayburn and Jeremy J. Sierra
Low-income consumers’ perceptions of access and inclusion in financial services, remain underresearched. To fill this gap, the purpose of this study, is to investigate elements of…
Abstract
Purpose
Low-income consumers’ perceptions of access and inclusion in financial services, remain underresearched. To fill this gap, the purpose of this study, is to investigate elements of low-income consumers’ informal and formal financial service experiences, from their personal experience.
Design/methodology/approach
Mixed methods using data collected from low-income consumers in Latin America, reveal a spectrum of consumer perceptions making up access, inclusion and social dependence within financial service experiences. Scales, grounded in the consumer experience, are developed, validated and used to test a model of consumers’ service inclusivity perceptions.
Findings
Service costs, information and documentation difficulty, convenience and social dynamics influence low-income consumers’ perceptions of financial service inclusivity.
Research limitations/implications
Analysis reveals differentiation in the impact of aspects of low-income consumers’ experiences between formal and informal financial services. Working directly with this unique population exposes the nuance of their financial service experiences.
Practical implications
This research provides a more holistic perspective on low-income consumers’ financial service experience and provides contextually relevant scales with robust psychometric properties. Services marketers can use this research to inform design and evaluation of financial service offerings for low-income consumers.
Originality/value
This research contributes to study of the wellbeing of low-income consumers by providing understanding of their financial service experiences from their point-of-view and providing contextually-relevant, empirically validated tools for future inquiry.
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Sidney Anderson, Steven W. Rayburn and Jeremy J. Sierra
The purpose of this paper is to discuss how, using a futures studies perspective, marketing is uniquely positioned to address future challenges facing health-care service systems.
Abstract
Purpose
The purpose of this paper is to discuss how, using a futures studies perspective, marketing is uniquely positioned to address future challenges facing health-care service systems.
Design/methodology/approach
The futures studies perspective involves predicting probable, preferable and possible futures. Using digital and face-to-face data collection methods, health-care professionals, academics and patients were asked about their perspectives and expectations of health care’s future. Using grounded theory, responses were analyzed to a point of thematic saturation to expose the immediate probable future and a preferred future of health care.
Findings
Patients expressed a desire to participate in health-care delivery, impacting caregivers’ roles. Thus, co-creation of value in this context is contingent on the relationship among stakeholders: patients, patients’ families, caregivers and health-care organizations. Concordance, a type of value co-creation, is an effective way for physicians and patients to ameliorate health outcomes.
Research limitations/implications
Although a more diverse sample would be ideal, insight from health-care professionals, academics and patients across global regions was obtained.
Practical implications
To achieve a preferred future in health care, practitioners should implement a three-pronged approach, which includes health promotion and prevention, appropriate use of technology in health care and concordance.
Originality/value
Using patients, health-care professionals and academics, this research broadens the concept of value co-creation in health care. Additionally, paths (i.e. promotion and prevention, technology use and concordance) to a preferred health-care future are uncovered.
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Kathryn Simons Davis, Mayoor Mohan and Steven W. Rayburn
This paper aims to develop an understanding of key variables for designing and marketing healthcare services for immigrant consumers – widely considered a vulnerable consumer…
Abstract
Purpose
This paper aims to develop an understanding of key variables for designing and marketing healthcare services for immigrant consumers – widely considered a vulnerable consumer group.
Design/methodology/approach
Data collected from 277 participants was analyzed using ANOVA models and mean score comparisons.
Findings
Differences based on immigrant status and acculturation level are identified. Differences between immigrant acculturation levels based on service quality dimensions are also revealed.
Research implications
This research indicates that acculturation-based studies are insightful and finds that immigrants’ service responses do not mirror those of native respondents in healthcare services.
Practical and social implications
This research highlights key nuances within immigrant populations that hold significant implications for service providers. Culturally appropriate service design and marketing can enhance service utilization by the target population.
Originality/value
This study focuses on the healthcare service experiences of immigrant populations and application of this information to service design.
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David A. Gilliam and Steven W. Rayburn
This paper aims to examine how other-regarding personality traits relate to reciprocity among frontline employees (FLEs).
Abstract
Purpose
This paper aims to examine how other-regarding personality traits relate to reciprocity among frontline employees (FLEs).
Design/methodology/approach
Other-regarding personality variables were used to model the propensity for reciprocity and actual reciprocal behaviors with coworkers. Surveys of 276 FLEs were examined via structural equations modeling.
Findings
Other-regarding personality traits proved to be antecedents of reciprocity. Cynicism was particularly interesting in that it was positively related to reciprocity contrary to findings in other research.
Research limitations/implications
Among the interesting findings relating personality to reciprocity are a more affective type of reciprocity based on empathy and altruism, and a more calculative type based on cynicism related to Machiavellianism.
Practical implications
Managers can use the effects of personality traits on reciprocity and cooperation to hire and place FLEs in ways that provide superior service and increased profits.
Social implications
This paper indicates that certain individuals who might not typically be thought of as cooperative can in fact reciprocate. Specific ideas about cynicism and Machiavellian reciprocity in FLEs are discussed.
Originality/value
The findings will aid researchers and managers in understanding personality and FLEs cooperation. The findings on cynicism are particularly valuable in that they contradict some earlier research and commonly held managerial ideas.
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The purpose of this article is to employ Self-Determination Theory to explain the mediated impact of work design – empowerment and serial and investiture socialization – on…
Abstract
Purpose
The purpose of this article is to employ Self-Determination Theory to explain the mediated impact of work design – empowerment and serial and investiture socialization – on employee work affect. The theory proposes fulfilment of three psychological needs – autonomy, competence, and relatedness – will mediate individuals' ability to achieve contextually relevant well-being. An empirical study tests this claim and exposes the structure of the mediating effects.
Design/methodology/approach
Survey responses were collected from a sample of 239 front-line service employees using snowball data collection. SEM was used to test hypotheses.
Findings
Findings suggest that empowerment and serial and investiture socialization are significantly differentially related to need fulfilment. Additionally, all forms of need fulfilment do not directly influence employee affect. Instead, there are both direct and interactive effects that work simultaneously to influence employees' positive work affect.
Practical implications
This study exposes specific work design levers managers can manipulate to benefit employees. This research highlights the different effects of specific work design variables on employee work affect.
Originality/value
This paper extends understanding of Self-Determination Theory by exposing the direct and interactive effects of need fulfilment on work affect for service workers. Also, it delivers a deeper exploration of the impact of work design on employees by modelling multiple work design variables as well as process variables simultaneously to provide a more detailed picture of how work design influences employee work affect.
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Mario Giraldo, Luis Garcia-Tello and Steven William Rayburn
This study aims to explore the lived experience of vendors as they enact street vending practice that emerges as transformative entrepreneurship and service where they live and…
Abstract
Purpose
This study aims to explore the lived experience of vendors as they enact street vending practice that emerges as transformative entrepreneurship and service where they live and work.
Design/methodology/approach
This research qualitatively explores street vending in a multi-cultural, multi-local study to understand how these businesses operate to positively impact individual, collective and societal well-being.
Findings
This research reveals street vending is a creative, transformative entrepreneurial activity that improves individual and collective well-being. The research exposes multiple forms of habitual and transformative value delivered by vendors, resulting in improved eudaimonic and hedonic well-being that ripples out from vendors to families, communities and society.
Research limitations/implications
A framework of street vending practice is provided to guide service designers and policymakers as they seek to support street vendors as they move from informal to formal and from survival to growth business modes.
Originality/value
This research extends existing conceptualizations of transformative entrepreneurship beyond prior focus on economic transformation and prior limitations of transformative entrepreneurship to business in growth modes.
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Steven T. Schwartz, Eric E. Spires and Richard A. Young
Siu Loon Hoe and Steven McShane
The fields of organizational behavior (OB)/strategy and marketing have taken different paths over the past two decades to understanding organizational learning. OB/strategy has…
Abstract
The fields of organizational behavior (OB)/strategy and marketing have taken different paths over the past two decades to understanding organizational learning. OB/strategy has been pre-occupied with theory development and case study illustrations, whereas marketing has taken a highly quantitative path. Although relying on essentially the same foundation theory, the two disciplines have had minimal crossfertilization. Furthermore, both fields tend to blur or usually ignore the distinction between structural and informal knowledge processes. The purpose of the paper is to highlight the distinction between informal and structural knowledge acquisition and dissemination processes and propose new definitions to differentiate them. Future research should bring together cross-disciplinary studies from OB/strategy and marketing to develop an organizational learning framework to test structural knowledge processes alongside informal knowledge processes.
One of the most important aspects of managerial accounting is the accumulation of costs in the manufacturing process. This data is of value to the manager owing to the information…
Abstract
One of the most important aspects of managerial accounting is the accumulation of costs in the manufacturing process. This data is of value to the manager owing to the information it provides him for planning, control, and decision making. The purpose of this paper is to describe the different costing systems, compare them, and show how they affect the accumulation of costs for product costing, as well as decision making.