Showing papers in "Australasian Marketing Journal (amj) in 2014"
TL;DR: It is shown that online self-diagnosis can result in value co-destruction of consumers’ service process and outcome when consumer resources are deficient or misused or when e-health provider resources are lacking.
Abstract: Online self-diagnosis, where consumers engage with technology by applying their knowledge and skills to generate a medical diagnosis without the participation of a health care professional, is comm...
97 citations
TL;DR: A three-step interpretative framework is developed to support the understanding of the health service relationship by going beyond the traditional information asymmetry view towards a framework capable of examining the human side of service interaction.
Abstract: With the aim of addressing a gap in service research on co-creation in health care, this study discusses the problem of information asymmetry in the service provider–user relationship by adopting t...
88 citations
TL;DR: An insight is provided into the organisational capabilities managers seek to improve their customer participation in health care service innovation.
Abstract: Health care customers are demanding a more active role in the provision and development of health care services, a position supported by government health care policy in Australia. However, many he...
76 citations
TL;DR: In this article, the authors propose a de-contextualization of the concept of service-dominant logic, drawing on service dominant logic, practice theory, and practice theory theory.
Abstract: As a value proposition connects firms and customers, it becomes one of the central marketing concepts. Currently it has remained de-contextualized. Drawing on service-dominant logic, practice theor...
40 citations
TL;DR: This mixed-methods study explores the impact of online support groups on the doctor–patient relationship finding that participants in an online support group for inflammatory bowel disease share lay advice, empower each other and act as a credible channel for word-of-mouth referrals.
Abstract: Increased longevity means that many people live into their 70s, 80s and beyond, with increasing numbers living with chronic disease. The role of the Internet in the care of chronic disease has been explored within the health literature and, to a lesser extent, within the marketing literature, with recent research suggesting that around 60% of patients source internet-based information about medical conditions and treatment. This mixed-methods study explores the impact of online support groups on the doctor–patient relationship finding that participants in an online support group for inflammatory bowel disease share lay advice, empower each other and act as a credible channel for word-of-mouth referrals. The traditional asymmetric relationship between patient and doctor is challenged by this new form of educated, empowered health consumer who is able to work in partnership with medical service providers in the ongoing management of chronic illness.
29 citations
TL;DR: In this article, the authors examine the relationship between perceived market orientation, satisfaction, loyalty, and post-enrolment communication behavior in the higher education context and find that perceived market orientations are correlated with loyalty and satisfaction.
Abstract: The purpose of this paper is to examine the relationship between perceived market orientation, satisfaction, loyalty, and post-enrolment communication behaviour in the higher education context. 258...
24 citations
TL;DR: The main goal of this paper was to make research on complex social systems more accessible and help anticipate and structure the research process.
Abstract: We discuss the use of Agent-based Modelling for the development and testing of theories about emergent social phenomena in marketing and the social sciences in general. We address both theoretical aspects about the types of phenomena that are suitably addressed with this approach and practical guidelines to help plan and structure the development of a theory about the causes of such a phenomenon in conjunction with a matching ABM. We argue that research about complex social phenomena is still largely fundamental research and therefore an iterative and cyclical development process of both theory and model is to be expected. To better anticipate and manage this process, we provide theoretical and practical guidelines. These may help to identify and structure the domain of candidate explanations for a social phenomenon, and furthermore assist the process of model implementation and subsequent development. The main goal of this paper was to make research on complex social systems more accessible and help anticipate and structure the research process.
23 citations
TL;DR: A consumer value model that is relevant to the CAM health care setting is proposed, and it is concluded that the key aspects that CAM consumers value has managerial implications for both CAM and mainstream health providers.
Abstract: Complementary and Alternative Medicine (CAM) is a fast growing health care service warranting further research to understand its place in modern healthcare. This study investigated what consumers o...
23 citations
TL;DR: Using an online text mining approach, the authors investigated the key themes of word-of-mouth (WOM) given in product marketing and found that WOM is a key ingredient in product success, but little is known about the content of WOM given.
Abstract: While word of mouth (WOM) is regarded as a key ingredient in product success, little is known about the content of WOM given. Using an online text-mining approach, we investigated the key themes wi...
23 citations
TL;DR: In this article, the authors assess customer's vulnerability to competitive offers and separating loyalty owned by employees versus company-owned loyalty are strategically important for a firm's survival, and propose a strategy to separate loyalty ownership between employees and companies.
Abstract: Assessing customer's vulnerability to competitive offers and separating loyalty owned by employees versus company-owned loyalty are strategically important for a firm's survival. This paper investi...
22 citations
TL;DR: In this paper, the authors propose that partnership models of health care provide a context for customer value co-creation as premised within the framework of Service-Dominant Logic (S-D).
Abstract: This exploratory work proposes that partnership models of health care provide a context for customer value co-creation as premised within the framework of Service-Dominant Logic (S-D logic). The ma...
TL;DR: In this article, the authors investigate how flexibility on the part of service employees can help manage customer variability, and whether this employee flexibility results in favorable outcomes for the patient and the organisation.
Abstract: Researchers in services marketing in general, and health services in particular, are increasingly recognising the need for strategies to manage customer variability in the service encounter. The focus of theory and practice to date has been on managing or reducing variability through means such as customer education and tightly controlled service protocols. Growing recognition of the value of co-creation in health care raises the prospect of providers embracing rather than reducing the variability in the service encounter. In this study we investigate how flexibility on the part of service employees can help manage customer variability, and whether this employee flexibility results in favourable outcomes for the patient and the organisation. First, a qualitative study was undertaken to determine the extent of patient variability experienced and how this variability is perceived and managed. Second, a quantitative study, informed by the qualitative phase, was undertaken to test the impact of employee flexibility in a health care service encounter on performance outcomes, namely patient perceived value and patient satisfaction. The results provide support for the conceptual framework, with employee flexibility having a positive relationship with patient satisfaction, partially mediated through the creation of patient perceived value. Managerial and theoretical implications of our findings are discussed.
TL;DR: Societal notions of masculinity have changed greatly in the last two decades and males appear more interested in improving or maintaining their appearance in ways traditionally reserved for women (e.g., grooming and grooming).
Abstract: Societal notions of masculinity have changed greatly in the last two decades and males appear more interested in improving or maintaining their appearance in ways traditionally reserved for women (...
TL;DR: In this article, the authors compare and explain differences between the two network forms and the effects this has on dyadic international relationship development using a qualitative experimental methodology involving computerized simulations and simulate various changes in quality variation of the focal resource as well as changing demand preferences of buyers to investigate the impact on relationship strength.
Abstract: Given an international business network with the same focal resource, the same source and markets, but exhibiting two different inter-related sub-networks with different internal organization, we study how these network forms affects interactions. The purpose is to compare and explain differences between the two network forms and the effects this have on dyadic international relationship development using a qualitative experimental methodology involving computerized simulations. We simulate various changes in quality variation of the focal resource as well as changing demand preferences of buyers to investigate the impact on relationship strength. From this we develop three scenarios.
TL;DR: In this paper, the authors investigated the application of consumer behaviour theory to young Australian adults' voting decision-making and found that usage has a significant influence on information seeking, commitment to voting, satisfaction with voting choice, and stability in voting decision making.
Abstract: This study investigates the application of consumer behaviour theory to young Australian adults’ voting decision-making. Previous decision-making studies identified constructs of subjective knowledge, involvement, information seeking, satisfaction, confidence, and stability as key factors in voting decision-making. This research tests the relationship that these factors have with the consumer behaviour concept of usage. A new concept, commitment to vote, is also considered for Australia’s compulsory voting context. Data were gathered from a sample of 257 Australian citizens between the ages of 18 and 25. Exploratory factor analysis produced nine factors, and MANOVA and ANOVA were used to test the differences between three usage groups: voluntary users, involuntary users, and never trieds. The results illustrate that usage has a significant influence on information seeking, commitment to voting, satisfaction with voting choice, and stability in voting decision-making. Therefore, usage is a key element in voter decision-making and needs to be included in future studies.
TL;DR: Many boards and CEOs of nonprofit organizations face a dilemma in today's increasingly competitive market, that of introducing cultural change by forcing adoption of a market orientation to improve organizational performance as discussed by the authors.
Abstract: Many Boards and CEOs of nonprofit organisations face a dilemma in today's increasingly competitive market, that of introducing cultural change by forcing adoption of a market orientation to improve...
TL;DR: In this paper, community-based social marketing (CBSM) involves members of the community as active participants in the marketing campaign for a social good, but behaviour of community members in CBSM is not observed.
Abstract: Community-based social marketing (CBSM) involves members of the community as active participants in the marketing campaign for a social good. However behaviour of community members in CBSM is not w...
TL;DR: The availability of automated citation counting software has made it easy for citation metrics to be used in the performance appraisal of many academics as mentioned in this paper, and this is most evident in decisions about pro...
Abstract: The availability of automated citation counting software has made it easy for citation metrics to be used in the performance appraisal of many academics. This is most evident in decisions about pro...
TL;DR: In this paper, the negative binomial distribution (NBD) was used to predict the variation in repertoire size (the number of brands purchased by a consumer in a specific time period).
Abstract: This paper proposes and validates the negative binomial distribution (NBD) to predict the variation in repertoire size (the number of brands purchased by a consumer in a specific time period) withi...
TL;DR: In this article, the authors explore the issue of regional cultural differences within China and their potential impact, if any, on consumers' purchasing decisions, and examine, firstly, if there...
Abstract: The purpose of the paper is to explore the issue of regional cultural differences within China and their potential impact, if any, on consumers’ purchasing decisions. It examines, firstly, if there...
TL;DR: The majority of current product placement research is predicated on a cinema setting and assumes a rather captive audience as discussed by the authors, but little is known about the effect of audience multitasking on product placement.
Abstract: The majority of current product placement research is predicated on a cinema setting and assumes a rather captive audience. Little is known, about the effect of audience multitasking on product pla...
TL;DR: In this article, collected objects that are consciously and purposely chosen indicate that a relationship exists between individus and their owners. But they do not indicate that such relationships exist between individuals.
Abstract: Above and beyond the casual relationships that are present with everyday consumption, collected objects that are consciously and purposely chosen indicate that a relationship exists between individ...
TL;DR: This paper investigated whether lower than expected perceived service quality generates cognitive and emotional appraisals that trigger two common forms of misbehaviour: refusal to participate and verbal abuse, and found that perceptions of service encounter quality have an indirect effect on whether consumers refuse to participate in the service and/or verbally abuse the service provider through the mediating effect of anger.
Abstract: The growth in demand and expenditure currently being experienced in the Australian health sector is also accompanied by a rise in dysfunctional customer behaviour, such as verbal abuse and physical violence, perpetrated against health service providers. While service failure and poor recovery are known to trigger consumer misbehaviour, this study investigates whether lower than expected perceived service quality generates cognitive and emotional appraisals that trigger two common forms of misbehaviour: refusal to participate and verbal abuse. Data were collected using a 2 × 2 between-subjects experiment administered via online written survey and analysed using path modelling. The findings indicate that perceptions of service encounter quality have an indirect effect on whether consumers refuse to participate in the service and/or verbally abuse the service provider through the mediating effect of anger.
TL;DR: In this article, the authors investigate the motives for the use of dietary supplements among young consumers and find that they are of both marketing and public policy importance, and thus worthy of research effort.
Abstract: Research aimed at uncovering the motives for the use of dietary supplements among young consumers is of both marketing and public policy importance, and thus deserving of research effort. This rese...
TL;DR: In this paper, the authors argue that present copyright laws do not protect Indigenous intellectual property (IIP) sufficiently, and that cultural artefacts, myths, designs and songs are often free to be exploited.
Abstract: Present copyright laws do not protect Indigenous intellectual property (IIP) sufficiently. Indigenous cultural artefacts, myths, designs and songs (among other aspects) are often free to be exploit...
TL;DR: In this article, the authors determine the influence of switching barriers on service recovery evaluation in order to explore ways in which banks can improve their recovery performa cation performance, and find that switching barriers can influence service recovery performance.
Abstract: The main goal of the present research was to determine the influence of switching barriers on service recovery evaluation in order to explore ways in which banks can improve their recovery performa...
TL;DR: This move to more collaborative approaches parallels shifts in consumer culture theory (CCT), service-dominant (S-D) logic, and practice theory, with growing acceptance of the need to move away from a dyadic firm to customer perspective to a broader view that potentially includes multiple actors.
Abstract: Health care is a major issue world-wide, both from a social and economic perspective. Spending on health care in the US alone reached $2.6 trillion in 2010 (World Health Organization, 2014), and is expected to increase to $3.3 trillion by 2015 (Centers for Medicare and Medicaid Services, 2014). Over the period of 2015–21, health spending is projected to grow at an average rate of 6.2% annually (Centers for Medicare and Medicaid Services, 2014). In Australia, health services represent 9.5% of GDP with expenditure growing from $82.9 billion in 2001 to $140.2 billion in 2012 (Australian Institute of Health and Welfare, 2013). The ageing population in many Western countries including Australia and New Zealand is placing further strain on the health systems. Current models of health care service are unsustainable long term. To relieve the strain on the health system, attention is being given by key stakeholders, including government, policy makers, senior administrators, clinicians, nursing staff, allied health professionals, and even health consumers (see Anderson, 1996; Crawford et al., 2002) to identifying ways to make the system more efficient and effective. One way is to work more collaboratively to co-create value (Janamian et al., 2014). Consistent with this approach is allowing the health care customer more say, and for customers to do more themselves, through self-managed care, and through technology assisted on-line diagnosis and treatment plans. From a hospital or medical centre perspective, helping individuals to manage their own health care, especially ongoing minor illnesses, enables resources to be allocated to more serious cases such as emergency medicine and chronic diseases. This move to more collaborative approaches parallels shifts in consumer culture theory (CCT), service-dominant (S-D) logic, and practice theory, with growing acceptance of the need to move away from a dyadic firm to customer perspective to a broader view that potentially includes multiple actors (Frow et al., 2014; McCollKennedy et al., 2012, 2015). Traditionally, health care services have been characterised by information asymmetry with health care customers being viewed as separate and outside the firm, merely a passive recipient of what a firm does (Deshpande, 1983; Payne et al., 2008). This view has been prevalent in health care (Berry and Bendapudi, 2007; Holman and Lorig, 2000). However, more than ever, customers are now challenging health providers across a wide range of areas. Selfdiagnosis, prognosis and even treatment options are made easier by the many online health information sites available. Rather than being at the mercy of health care professionals, increasingly, customers are able to access medical information on line thus reducing information asymmetry between health care professionals and customers. Certainly, there is growing acceptance of the need for the inclusion of patients in the delivery of health services (Kitson et al., 2013) and increasing recognition of patients being involved in shared decision making in relation to treatment options. Furthermore, there is increasing acknowledgement that health care customers may cocreate value by integrating resources from health care providers and also from others outside the traditional health care setting, such as complementary therapies, and with the customer’s private sources such as peers, family, and friends, and through self activities (McColl-Kennedy et al., 2012). Such a view gives even greater weight to the contributions of health service customers. It is encouraging to see academics and practitioners from health policy, medicine, nursing and allied professions discussing the importance of collaborative models of health care and the increasing recognition of the multiple roles, activities and interactions of health care customers. On the other hand there is a burgeoning literature in marketing and management on this important area including, for example, Dagger et al. (2013); Makarem and Al-Amin (2014); McColl-Kennedy et al. (2012); and Seiders et al. (2014). Clearly, what is needed is more integration of the literatures across these disciplines. This Special Issue of AMJ “Health Care in Service Science” provides a useful forum which brings together academic and practitioner authors from health and marketing disciplines – important first steps in bridging these disparate fields. There remains much to be done around co-designing collaborative models, frameworks, implementation and evaluative processes, and developing new metrics appropriate for these new approaches. Berry and Bendapudi’s (2007) call for more research into this “fertile research field” is still relevant today. I am delighted to bring you this Special Issue on “Health Care in Service Science”. There are 11 papers covering a wide range of important topics from organisations needing to understand the criticality of building employee capabilities in order to effectively respond to the increasing participation from customers (Sharma et al.), and then developing strategies around being flexible and embracing variability in customers, rather than trying to minimise variability (Vredenburg and Bell) which has been the traditional approach taken by health service providers. Sajtos et al.’s paper addresses the importance of working with key stakeholders to bring about workable efficient, yet at the same time, effective strategies in home care services for the ageing population. Interestingly, Barile et al.’s paper showcases the problems arising when the focus is on gaining efficiencies at the expense of effectiveness of health care.
TL;DR: In this article, the impact on supplier relationship management and organizational performance when retailers manage buyers based on a supplier-to-supplier relationship model is considered, and the authors address issues arising in the management of retail buyers.
Abstract: This study addresses issues arising in the management of retail buyers. We consider the impact on supplier relationship management and organizational performance when retailers manage buyers based ...
TL;DR: In this paper, three surveys, each covering two categories, were used to investigate the decay in WOM output after product experience, and the categories were restaurants, fashion stores, hotels, holiday destinations.
Abstract: Three surveys, each covering two categories, were used to investigate the decay in WOM output after product experience. The categories were restaurants, fashion stores, hotels, holiday destinations...
TL;DR: New approaches to conceptualizing and measuring data generated by complex social systems that address these issues by mapping the interaction(s) of the systems’ agents through space–time are introduced.
Abstract: Complex systems generate complex information structures. Understanding and managing the behavior of systems, including business systems, requires the study of these complex structures to gain great...