자연주의적 탐구조사(Naturalistic Inquiry)

Doing Qualitative Research

– Noting that a fundamental tenet of service‐dominant (S‐D) logic is the co‐creation of value‐in‐use, this paper aims to explore the theoretical possibility that the interactions between service systems cannot only co‐create value, but also have adverse consequences leading to actual value co‐destruction., – This conceptual paper critically reviews the dominance of value co‐creation and value‐in‐use in S‐D logic. Noting the relative lack of research in the converse possibility, the study proposes and explores the implications of value co‐destruction as a new concept which should be introduced within the framework of S‐D logic., – The study proposes a formal definition for the new proposed concept of value co‐destruction. It describes in detail the process by which it occurs, showing that value can be co‐destroyed through the interactions between different systems, resulting in value destruction‐through‐misuse. Indeed, value co‐destruction occurs when a service system accidentally or intentionally misuses resources (its own resources and/or those of another service system) by acting in an inappropriate or unexpected manner., – This paper is purely conceptual and exploratory. Empirical examination of the theoretical findings regarding value‐co‐destruction is required. Possible avenues of interest for such empirical research of value co‐destruction are suggested., – Limiting the occurrence of misuse by aligning the mutual expectations of interacting service systems should reduce the risks of value co‐destruction. Recovering from misuse should also be considered., – This study is apparently the first to have introduced the notion of value co‐destruction into the conceptual framework of S‐D logic.

Not always co-creation: introducing interactional co-destruction of value in service-dominant logic

Innovation Management: Strategies, Implementation and Profits Afuah, Allan, 403 pp., New York, Oxford University Press, 1998. Reviewed by Subodh P. Kulkarni, Assistant Professor in School of Business at Howard University, Washington, D.C. In this book, Allan Afuah addresses a topic of fundamental interest to practicing managers and researchers -- "innovation management." Although the significance of innovation is widely acknowledged, the different streams of literature that currently exist seem to be oblivious to one another. Many times, these ideas seem inconsistent. This includes the definition of the term "innovation" itself. Therefore, a work that truly integrates the different views on innovation is much needed. This book fills that void by synthesizing the economics and management literature on innovation. This book is broadly divided into four parts. Part I consists of Chapters 2, 3, and 4. It explores some of the static and dynamic models that have been developed in the past to explain why some firms are more successful at innovation than others. Understanding what it takes to profit from an innovation requires exploring four questions: (1) How different is the firm's stock of knowledge from the existing firms'? (2) To whom is innovation radical? (3) What allows some firms to use this knowledge to offer low cost or differentiated products or services better than others? (4) When in the innovation life cycle does a firm want to exploit it? The author further argues that the ability of a firm to offer low cost or differentiated products or services is a function of its ability to perform value chain activities. Here the author draws on the "resource-based view of the firm'.`, that is well known in strategic management. Finally, the author explores the sources of innovation and what it takes to transfer innovations effectively from their sources to exploitation sites. Part II builds on the foundations laid earlier in the book. It first addresses the question of why some firms have difficulties in recognizing the potential of an innovation. According to the author, this is partly because of the way firms collect and process information. Next, the book addresses the uncertainty associated with innovation. This uncertainty can be largely resolved through a careful analysis of innovation trends on a firm's part. Even after dealing with technological uncertainty, a firm is often left wondering where it should position itself along the value chain (e.g., upstream or downstream). Chapter 7 suggests a three-step process to determine a profit site. In Chapters 8 and 9, the author explores the role of a firm's local environment in its innovation effectiveness. …

Innovation Management: Strategies, Implementation and Profits

The objectives of the research paper are determining the factors influencing the customers to use online financial services, the reasons for customers for choosing and not choosing online financial services, the effect of customer satisfaction and to understand the factors to be added to the existing online financial services which in turn will increase a positive customer base. The problems that has been found is the financial websites are difficult & inconvenient to use due to less online features, usage outdated software, slow transfer of money, security issues of customer details, lack of personal touch of the customers to the financial institutions. There has always been accessibility issue and technical issues and unavailability of notarization and customized website links for online financial services. The statistical tools used for analysis these issues are frequency analysis tool, chi-square analysis, one-way ANOVA and SEM model to find the relationship between variables. The findings were depicted that the future of online financial services will be at a rapid growth and thus we will have to rectify the current issues in it. The suggestions in this research state that if the above issues are rectified along with making the untapped population literate, online financial services will be a biggest market in India.

Self Service Technology in Online Financial Services

The value co-creation scholarly work has been criticized for neglecting the possible failures in the collaborative value creation process, which is termed as ‘value co-destruction’. Additionally, b...

Barriers for Entering the Digital World: Exploring Customer Value Co-destruction in Self-Service Technologies:

Most of the service organizations are now moving to provide their services at a remote basis with Self-Service Technologies (SSTs). This is a natural outcome of technological maturity and would be the norm of many service transactions in future. Currently in many of the services, customers have the choice to use either SSTs or physical service encounters with service employees according to their desire. However, the future is predicted to replace many service employees with self-service machines and humanoid robots. Therefore, it is the responsibility of the service organizations to make their customers ready for such a future. Use of self-service technologies typically take place without the presence of organization’s service staff. Thus, machines should provide necessary guidance and instructions to customers so that they can perform well without difficulties. If SSTs are not rich with information, customers would be in trouble without proceeding with their transactions successfully. Therefore, the quality of information would be a matter for successful online based self -service transactions. Thus, the aim of this study is to understand the information richness in online based self-service technologies from the customer perspective. Using the qualitative approach, semi structured interviews were conducted with 25 individuals who have experience in using online based SSTs. The study found seven key factors which determine the richness of information in online platforms namely ‘Relevance, Timeliness, Accuracy, Clarity, Consistency, Sufficiency and Simplicity’. The study enriches the theoretical landscapes by Original Research Article Galdolage; ACRI, 21(2): 31-42, 2021; Article no.ACRI.69438 32 broadening the understanding on significance of information richness in accepting online based self-service technologies while on practical ground provides insights for service providers in designing their SSTs with rich and necessary information which is required to perform successful

/pdf/prominence-of-information-richness-in-accepting-online-based-1vbpzbaqry.pdf

Prominence of Information Richness in Accepting Online Based Self-Service Technologies

Many service encounters are moving from traditional physical interfaces to technologically incorporated self-service options. However, it is surprising that very limited extant literature is devoted to understanding the movement towards self-service technologies. Therefore, this study aims at understanding customer value co-creation intention, practices including both the value co-creation and co-destruction and their co-creation experiences in self-service technology context. Based on the positivistic approach, a quantitative study carried out distributing self-administered questionnaires to 600 individuals chosen based on a non-probabilistic convenience sampling method. Study found that customer value co-creation intention has significant positive effects on customer value co-creation practices and significant negative effects on customer value co-destruction in SSTs. Value co-creation practices show a strong positive effect on customer functional experiences and ‘positive emotional experiences’ while having a negative effect on ‘negative emotional experiences. In contrast, co-destruction shows inverse relationships. This study assists practitioners to understand why customers collaborate with SSTs, what they do in co-creating value and how this links with their experience. Service providers can use this understanding to facilitate customer co-creation by securing positive customer experiences and achieving competitive advantage by designing and delivering value enhancing self-service technological interfaces from both strategic and operational perspectives.

/pdf/customer-value-co-creation-intention-practices-and-npphxi0poy.pdf

Customer Value Co-Creation Intention, Practices and Experience in Self-Service Technologies

Technological enhancements bring more convenience to customers by providing opportunities to do various service transactions through Self Service Technologies (SSTs). However, a very few studies focused on understanding SSTs profoundly. Thus, this research focuses on exploring performance and convenience related to SSTs in detail. Based on the inductive research approach, qualitative interviews were conducted with 25 SST users and data were analyzed using thematic analysis approach. The study found eight performance features; ‘usefulness, speed, efficiency, consistency, cost-effectiveness, user-friendliness, reliability, trialability’ and three convenience features; ‘locational convenience, time convenience and physical exertion’ as important in customer choice of SSTs. This study fills the gap in the literature by discussing two important matters in customer choice of SSTs in detail. It opens theoretical lenses to understand the significance of self-service technologies to customers from its performance and convenience perspectives. It provides useful insights for SST service providers that can be incorporated to their SSTs in designing and delivering a high-quality service which matches with the customer expectations.

/pdf/interplay-between-performance-and-convenience-in-customer-hes5a0hyjb.pdf

Interplay between Performance and Convenience in Customer Choice of Self-Service Technologies

Service sector grows rapidly and gives a foremost contribution to the world economy. In Sri Lanka, the service sector contributes more than 55% to the Gross Domestic Production. Among such services, health care is pioneering and includes many businesses and a wide variety of organizations. Within the healthcare sector, this study focuses on the private sector hospitals where customer engagement is very high. However, the scholarly attention given to understanding customer engagement and its impact is very rare, particularly in the healthcare sector in Sri Lankan context. Therefore, this study aims to examine the impact of customer engagement on customer loyalty in private sector hospitals. Based on the positivism, a quantitative survey was carried out distributing more than 200 questionnaires among people who have visited private sector hospitals in Colombo district, chosen based on convenience sampling method. The rationale behind limiting the study to Colombo district is, many of the private sector hospitals are located in this district in Sri Lanka. The data were analyzed with descriptive statistics and regression. The study found a high level of customer engagement in private sector healthcare and has a strong positive impact on customer loyalty. As implications, the study suggests private sector healthcare to manage customer engagements providing positive experience in order to sustain a loyal customer base. Original Research Article Jayalath and Galdolage; JEMT, 27(2): 30-40, 2021; Article no.JEMT.69286 31

/pdf/customer-engagement-in-private-sector-healthcare-how-does-it-3nfu9eic3d.pdf

Badra Sandamali Galdolage

Papers

Barriers for Entering the Digital World: Exploring Customer Value Co-destruction in Self-Service Technologies:

Prominence of Information Richness in Accepting Online Based Self-Service Technologies

Customer Value Co-Creation Intention, Practices and Experience in Self-Service Technologies

Interplay between Performance and Convenience in Customer Choice of Self-Service Technologies

Customer Engagement in Private Sector Healthcare: How Does it Affect Customer Loyalty