Showing papers by "Linda D. Hollebeek published in 2023"
TL;DR: In this paper , a qualitative multi-method approach integrating in-depth managerial interviews with observation, and secondary data analysis is proposed to disentangle stakeholder value cocreation from the closely related constructs of cooperation and collaboration.
Abstract: While consumer engagement and value cocreation research proliferate, it is important to explore these concepts from an ecosystem-based multi-stakeholder perspective as, therefore, undertaken in this article. Specifically, this study marks a pioneering attempt in conceptualizing stakeholder engagement (SE) as a core foundation of stakeholder value cocreation within multi-stakeholder service ecosystems. SE’s behavioral, cognitive, and emotional dimensions are proposed to activate distinct outcomes, thus disentangling stakeholder value cocreation from the closely related constructs of cooperation and collaboration. The study adopts a qualitative multi-method approach integrating in-depth managerial interviews with observation, and secondary data analysis. The findings show that (1) when behavioral SE prevails, the activated process is cooperation, (2) when cognitive SE is also present, the activated process is collaboration, (3) when emotional SE integrates the behavioral and cognitive SE, the activated process is cocreation.
3 citations
TL;DR: In this paper , the authors explored the impact of tourists' VR involvement and VR identification on their VR-based brand engagement, and its ensuing effect on tourists' brand cocreation and brand loyalty intent.
Abstract: Though prior research has addressed the role of virtual reality (VR) in tourism, the dynamics and consequences characterizing tourists’ VR-based brand engagement, which has grown significantly since the pandemic, remain tenuous, as, therefore, explored in this research. Addressing this gap, we develop and test a uses-and-gratifications-informed model that explores the impact of tourists’ VR involvement and VR identification on their VR-based brand engagement, and its ensuing effect on their VR-based brand cocreation and brand loyalty intent. Our empirical results corroborate the proposed associations, substantiating VR-based brand engagement’s mediating role. The analyses also confirm the moderating role of tourists’ technology readiness in the association of their VR-based brand engagement on the one hand, and VR-based brand cocreation and brand loyalty intent on the other (i.e., with more technology-ready individuals seeing stronger associations in this regard). We conclude by providing key implications for tourism research and practice.
3 citations
TL;DR: In this article , the role of service customers' variety-seeking and engagement in driving their service switching intention was examined, and the moderating role of customer relationship proneness in this association was explored.
Abstract:
Purpose
This study aims to examine the role of service customers’ variety-seeking and engagement in driving their service switching intention. The authors also explore the moderating role of customer relationship proneness in this association.
Design/methodology/approach
To test the hypotheses, the authors deployed a sample of 227 service customers, whose data was analyzed by using partial least squares structural equation modeling.
Findings
The findings show that customer engagement mediates the relationship of customer variety-seeking and their service switching intention, as hypothesized. Moreover, customer relationship proneness weakens the negative effect of engagement on customers’ service switching intention.
Originality/value
Though scholarly acumen of customer engagement is rapidly developing, little remains known regarding its theoretical interface with customer variety-seeking and switching intention. Addressing this gap, the authors test a model exploring the mediating role of customer engagement in the association of customer variety-seeking and switching intention, and the potentially moderating role of customer relationship proneness in the association of customer engagement and service switching intention.
1 citations
TL;DR: In this article , a conservation of resources theory-informed framework of the consumer engagement/stress interface is proposed, which identifies consumer engagement as either a consumer stressor (e.g., by placing demands on consumers, including in self-service or coproduction tasks), or a stress-reducing coping mechanism (i.e., by facilitating the development of brand-related learning, skills, or resilience).
Abstract: While scholarly acumen of consumer engagement, defined as a consumer's resource investment in his/her brand interactions, is burgeoning, its theoretical interface with consumer stress remains tenuous, exposing an important literature-based gap. Specifically, consumers' engagement with brands, or brand-related elements (e.g., online brand communities, frontline staff, service robots, social media pages, etc.), may either induce, or ensue from, individuals' consumption-related stress (e.g., through perceived resource depletion, brand-related performance anxiety, choice overload, pandemics, climate change, supply shortages, etc.). Addressing this gap, we develop a conservation of resources theory-informed framework of the consumer engagement/stress interface that identifies consumer engagement as either (i) a consumer stressor (e.g., by placing demands on consumers, including in self-service or coproduction tasks), or (ii) a stress-reducing coping mechanism (e.g., by facilitating the development of brand-related learning, skills, or resilience). We, then, introduce the articles contained in this section, which are also linked to the proposed framework. We conclude by outlining avenues for further research in the integrative area of consumer engagement/stress.
1 citations
TL;DR: This paper performed a systematic review of major CE scale development articles (2005 to January 2023) using the Preferred Reporting Items for Systematic reviews and Meta-Analyses (PRISMA) approach and systematically evaluated these scales in terms of their respective CE conceptualization, dimensionality, itemization and underlying theoretical perspective.
Abstract: Multiple scales measuring a customer's, or consumer's, engagement (CE) with a brand or specific brand elements (e.g., advertising/social media content) have been proposed in the literature, offering researchers different options to gauge CE. However, the myriad proposed operationalizations can yield confusion among scholars regarding how to best capture CE, exposing a growing issue for CE research. Addressing this issue, we take stock of major scales measuring a CE with a brand or specific brand elements. To achieve this objective, we performed a systematic review of major CE scale development articles (2005 to January 2023) using the Preferred Reporting Items for Systematic reviews and Meta-Analyses (PRISMA) approach. We systematically evaluated these scales in terms of their respective CE conceptualization, dimensionality, itemization, and underlying theoretical perspective. We also identify potential scale-related risks, or pitfalls, exposing important insight for CE researchers. Overall, the results suggest the existence of theoretical contamination in specific CE measures (e.g., through the inclusion of related concepts in the proposed CE definition), compromising their theoretical rigor and raising a need for scholars to verify the theoretical underpinnings of their adopted CE scales.
1 citations
TL;DR: In this paper , the authors adopt a Service-Dominant logic/Consumer Culture Theory perspective to uncover how customers' brand experience dimensions drive their evangelistic behavior for luxury hotels and identify key brand experience themes using content analysis (e.g., human interaction/emotion).
1 citations
TL;DR: In this article , the authors developed a model that explores the impact of consumers' perceived benefit, and relative power, on store trust, in turn driving their willingness to disclose their personal data.
TL;DR: In this paper , the authors proposed a spillover effect from customers' brand engagement to their engagement with brand-related content and suggest customers' personality trait of conscientiousness to moderate this effect.
Abstract: PurposeThough prior research has addressed customer engagement (CE) with a focal object (e.g. a brand), the dynamics characterizing customers' engagement with different objects and the potential spillover from a customer's engagement with one object to that with another remains tenuous, exposing an important literature-based gap. The authors, therefore, develop a model proposing the existence of a spillover effect from customers' brand engagement to their engagement with brand-related content and suggest customers' personality trait of conscientiousness to moderate this effect.Design/methodology/approachAn online survey-based experiment using 380 Danish Facebook users was conducted to test the model.FindingsThe results suggest customers' brand engagement as a significant predictor of their engagement with brand-related content, corroborating the proposed spillover effect. A weaker spillover effect is observed for highly (vs less) conscientious customers, substantiating the moderating role of customer conscientiousness. Moreover, customer conscientiousness is found to interact with brand content-related (i.e. commenting/content creation) task type and brand type (i.e. utilitarian/hedonic) (e.g. more conscientious customers are less likely to engage in brand-related content creation vs. commenting tasks), weakening the spillover effect.Originality/valueThis study extends prior research by quantitatively corroborating an intra-individual CE-based spillover effect from customers' brand engagement to their engagement with brand-related content. The authors also unearth a moderating role of customer conscientiousness, which interacts with brand- and brand content-related task type, on the spillover effect, informing the development of digital marketing strategies.
TL;DR: In this paper, the authors developed the concept of customer journey value (CJV), defined as the perceived value of a customer's journey to the customer and the firm, which facilitates the development of accountability in this regard.
Abstract: Though firms are making substantial investments in the customer journey (CJ), the return on these investments remains tenuous, yielding a critical need for enhanced CJ-related accountability. Addressing this gap, we develop the concept of ‘customer journey value’ (CJV), defined as the perceived value of a customer’s journey to the customer and the firm, which facilitates the development of accountability in this regard. We also develop a social exchange theory-informed framework of CJV, which proposes customer- and firm-based customer engagement value (CEV) as core CJV antecedents. In turn, CJV is predicted to yield the customer-based consequences of attitudinal and behavioural brand loyalty and the firm-based consequences of enhanced customer lifetime value, as formalized in a set of propositions based on the framework. We conclude by outlining pertinent implications that arise from our analyses.
TL;DR: In this paper , the authors developed a model that examines the impact of customers' cultural orientation on the effectiveness of supplier-instigated proactive recovery (i.e., a supplier's recovery efforts before clients notice/complain), particularly in emerging (vs. developed) markets.
Abstract: Though service recovery plays a key role in industrial clients’ post-recovery supplier evaluations, the impact of customers’ cultural orientation on the effectiveness of supplier-instigated proactive recovery (i.e., a supplier’s recovery efforts before clients notice/complain) remains tenuous, particularly in emerging (vs. developed) markets. Addressing this gap, we develop a model that examines (a) the moderating role of clients’ cultural orientation on the association of supplier-instigated proactive recovery and client-perceived recovery-related justice, and (b) the impact of customer-perceived justice on relationship quality in the emerging (vs. developed) market context. To test the model, we deploy a cross-cultural scenario-based experiment using 117 Danish industrial clients (i.e., developed market) and 109 Iranian industrial clients (i.e., emerging market). The results suggest that customers’ cultural orientation partially moderates the relationship of suppliers’ proactive recovery and customer-perceived justice, in turn boosting relationship quality in the emerging/developed market context.