Author
Sven Heidenreich
Other affiliations: EBS University of Business and Law
Bio: Sven Heidenreich is an academic researcher from Saarland University. The author has contributed to research in topics: Empirical research & Marketing. The author has an hindex of 22, co-authored 59 publications receiving 1587 citations. Previous affiliations of Sven Heidenreich include EBS University of Business and Law.
Papers
More filters
TL;DR: In this article, the authors examine the implications of customer co-creation in service failure episodes and suggest that in such cases customer satisfaction is best restored by offering co-created service recovery.
Abstract: Whereas current literature emphasizes the positive consequences of co-creation, this article sheds light on potential risks of co-created services. Specifically, we examine the implications of customer co-creation in service failure episodes. The results of four experimental studies show that in a failure case, services high on co-creation generate a greater negative disconfirmation with the expected service outcome than services low on co-creation. Moreover, we examine the effectiveness of different service recovery strategies to restore customer satisfaction after failed co-created services. According to our results, companies should follow a matching strategy by mirroring the level of customer participation in service recovery based on the level of co-creation during service delivery. In particular, flawed co-creation promotes internal failure attribution which in turn enhances perceived guilt. Our results suggest that in such case customer satisfaction is best restored by offering co-created service recovery.
251 citations
TL;DR: In this article, the authors argue that consumers often reject innovations without considering their potential, such that the adoption process ends before it really has begun, and that innovation resistance, prior to product evaluation, is a regular consumer response that must be recognized and managed to facilitate new product adoption.
231 citations
TL;DR: In this paper, the authors developed and empirically validated a scale to measure individual differences in consumers' predisposition to resist innovations (hereafter, passive innovation resistance, or PIR).
158 citations
TL;DR: In this article, the authors investigated the effectiveness of effectuation and causation as primary entrepreneurial logics to create business model innovation (BMI) by analyzing data obtained from 128 corporate ventures with partial least squares structural equation modeling.
135 citations
TL;DR: In this paper, the authors evaluate the effectiveness of marketing instruments (i.e., mental simulation and benefit comparison) to reduce negative effects of passive innovation resistance on new product adoption and find that the effect of both marketing instruments was stronger the more radical the new product was perceived.
133 citations
Cited by
More filters
16 Feb 2017
TL;DR: Results of a large-scale simulation study substantiate that PLS and generalized structured component analysis are consistent estimators when the underlying population is composite model-based, and while both methods outperform sum scores regression in terms of parameter recovery, PLS achieves slightly greater statistical power.
Abstract: Composite-based structural equation modeling (SEM), and especially partial least squares path modeling (PLS), has gained increasing dissemination in marketing. To fully exploit the potential of these methods, researchers must know about their relative performance and the settings that favor each method’s use. While numerous simulation studies have aimed to evaluate the performance of composite-based SEM methods, practically all of them defined populations using common factor models, thereby assessing the methods on erroneous grounds. This study is the first to offer a comprehensive assessment of composite-based SEM techniques on the basis of composite model data, considering a broad range of model constellations. Results of a large-scale simulation study substantiate that PLS and generalized structured component analysis are consistent estimators when the underlying population is composite model-based. While both methods outperform sum scores regression in terms of parameter recovery, PLS achieves slightly greater statistical power.
1,113 citations
TL;DR: This work conducts a rigorous review of the diverse scholarly literature on VCC, utilizing the results from this review to isolate the two main theoretical dimensions of VCC and expose the three conceptual elements which underlie each dimension.
Abstract: The surge in academic and practical interest in the topic of value co-creation (VCC) highlights an equivocal understanding of its conceptual boundaries and empirical constituents. Our search of the diverse scholarly literature on VCC identified 149 papers, from which we extract the two primary conceptual VCC dimensions of co-production and value-in-use. Though the combination of these two distinct dimensions is theoretically necessary to describe VCC, 79% of the studies in our dataset consider only one or the other. Such underlying theoretical ambiguity may explain conflicting results in earlier studies and motivates our effort to offer four contributions to the literature. First, we conduct a rigorous review, integrating existing work to expose the theoretical core of VCC. Second, we utilize the results from our review to isolate the two main theoretical dimensions of VCC and expose the three conceptual elements which underlie each dimension. Third, we apply our theoretical findings to derive empirical measurement constructs for each dimension. Fourth, we refine, analyze, and test the resulting measurement index in an investigation into consumer satisfaction.
734 citations
Posted Content•
TL;DR: The findings suggest that the previously asserted direct effect of structural differentiation on ambidexterity operates through informal senior team and formal organizational integration mechanisms, and contributes to a greater clarity and better understanding of how organizations may effectively pursue exploration and exploitation simultaneously to achieve ambideXterity.
Abstract: textPrior studies have emphasized that structural attributes are crucial to simultaneously pursuing exploration and exploitation, yet our understanding of antecedents of ambidexterity is still limited. Structural differentiation can help ambidextrous organizations to maintain multiple inconsistent and conflicting demands; however, differentiated exploratory and exploitative activities need to mobilized, coordinated, integrated, and applied. Based on this idea, we delineate formal and informal senior team integration mechanisms (i.e. contingency rewards and social integration) and formal and informal organizational integration mechanisms (i.e. cross-functional interfaces and connectedness) and examine how they mediate the relationship between structural differentiation and ambidexterity. Overall, our findings suggest that the previously asserted direct effect of structural differentiation on ambidexterity operates through informal senior team (i.e. senior team social integration) and formal organizational (i.e. cross-functional interfaces) integration mechanisms. Through this richer explanation and empirical assessment, we contribute to a greater clarity and better understanding of how organizations may effectively pursue exploration and exploitation simultaneously to achieve ambidexterity.
732 citations
618 citations