The paradox of credence services how does service type affect loyalty?

2021 ◽  
Author(s):  
Komal S. Karani
Keyword(s):  
Service Type ◽  
Credence Services

Relative importance of country of service delivery, country of person and country of brand in hybrid service evaluation: a conjoint analysis approach

2018 ◽  
Vol 27 (7) ◽  
pp. 819-831
Author(s):  
Daniel Tumpal Hamonangan Aruan ◽  
Roberta Crouch ◽  
Pascale Quester
Keyword(s):  
Service Delivery ◽  
Conjoint Analysis ◽  
Service Evaluation ◽  
Relative Importance ◽  
Content Type ◽  
Customer Expectations ◽  
Service Type ◽  
Credence Services ◽  
Services Evaluation ◽  
Using Data

Purpose This paper aims to examine the relative importance of country of brand (COB), country of service delivery (COSD) and country of person (COP) in consumer evaluation of hybrid services. Design/methodology/approach Using data (N = 1,071) from Australia, Indonesia and Singapore, a conjoint analysis experimental design explored empirically the importance of country of origin (COO) effects in three service contexts: search, experience and credence. Findings The analysis reveals that the relative importance of COP was the highest for credence services, while COB was the strongest for experience services. Practical implications For firms operating offshore, companies must understand that the COO construct is multi-dimensional for services, as it is for tangible products and not limited only to COB as traditionally thought. At least two other distinct dimensions – COSD and COP – can play significant roles as predictors of service quality expectations. Companies must consider the implications of service type, according to the search-experience-credence continuum to inform staffing decisions and managing customer expectations. Originality/value This research contributes to the literature by extending the understanding of country image effects in the context of hybrid service provisions, particularly in the view of customer expectations of services with multiple country-of-origins. Although there have been several studies examining the effects of COO on services evaluation, no empirical study has examined the effects of multiple COOs simultaneously from the perspective of location where the service is delivered (COSD) and individuals who deliver the service (COP), in addition to the effect of COB origin.

The strength of no tie relationship in an online recommendation

2015 ◽  
Vol 49 (7/8) ◽  
pp. 1163-1183 ◽  
Author(s):  
Dong-Mo Koo
Keyword(s):  
Social Networking ◽  
Design Methodology ◽  
Tie Strength ◽  
Weak Ties ◽  
Content Type ◽  
Service Type ◽  
Negative Effect ◽  
Credence Services ◽  
Type Interaction ◽  
Subject Experiment

Purpose – This paper aims to investigate whether the interactional effects of recommendation valence, tie strength and service type produce different effects on attitude and buying intention in a social networking context. Design/methodology/approach – A 2 × 3 × 3 between-subject experiment was carried out, involving 616 participants, and MANOVA was used to test hypotheses. Findings – The interactions of valence by tie strength and valence by service type affect attitude, but not intention. The review valence × tie strength × service type interaction influences both attitude and intention, and its effect on intention is fully mediated by attitude. Research limitations/implications – Negative recommendations for credence and experiential services communicated by individuals with no-tie relationships have a strong negative effect on attitude. However, positive recommendations from strong and weak ties for search and experience services are more influential than recommendations from no ties for credence services. Originality/value – The results are explained by using cue sufficiency theory, which suggests that a single extreme cue serves as a defining feature.

The Differential Effects of Online Peer Review and Expert Review on Service Evaluations

2018 ◽  
Vol 21 (4) ◽  
pp. 474-489 ◽  
Author(s):  
Hean Tat Keh ◽  
Jin Sun
Keyword(s):  
Peer Review ◽  
Information Source ◽  
Service Evaluation ◽  
Interaction Effects ◽  
Third Party ◽  
Consumer Confidence ◽  
Differential Effects ◽  
Expert Review ◽  
Service Type ◽  
Credence Services

The present research investigates the differential effects of online peer review and expert review on consumers’ evaluations of experience and credence services. We propose that these effects are mediated by consumers’ confidence in their service evaluation and moderated by information convergence. We conduct three studies to test our hypotheses. Study 1 shows that consumers evaluate experience (vs. credence) services more favorably when exposed to peer review (vs. expert review). Across the three studies, we show that the interaction effects between information source and service type on service evaluation are mediated by consumer confidence. Importantly, we identify the moderating role of information convergence on these effects (Studies 2 and 3). Convergent positive reviews substantiate the interaction effects between information source and service type on service evaluation. Interestingly, when consumers see mixed information from either similar or different sources, negative expert review has greater influence than negative peer review in lowering consumer confidence and their evaluations of both experience and credence services. These findings contribute to the literature on information processing in the services domain and also have significant practical implications on managing consumer expectations of third-party information.

PSS Business Case Map: Supporting Idea Generation in PSS Design

2012 ◽  
Author(s):  
Fumiya Akasaka ◽  
Kazuki Fujita ◽  
Yoshiki Shimomura
Keyword(s):  
Idea Generation ◽  
Business Case ◽  
Literature Survey ◽  
The Self ◽  
High Dimensional ◽  
Self Organizing Map ◽  
Two Dimensional ◽  
Service Type ◽  
Business Cases ◽  
Low Dimensional

This paper proposes the PSS Business Case Map as a tool to support designers’ idea generation in PSS design. The map visualizes the similarities among PSS business cases in a two-dimensional diagram. To make the map, PSS business cases are first collected by conducting, for example, a literature survey. The collected business cases are then classified from multiple aspects that characterize each case such as its product type, service type, target customer, and so on. Based on the results of this classification, the similarities among the cases are calculated and visualized by using the Self-Organizing Map (SOM) technique. A SOM is a type of artificial neural network that is trained using unsupervised learning to produce a low-dimensional (typically two-dimensional) view from high-dimensional data. The visualization result is offered to designers in a form of a two-dimensional map, which is called the PSS Business Case Map. By using the map, designers can figure out the position of their current business and can acquire ideas for the servitization of their business.

Mixed emotions and credence service use: insights from at-risk gamblers

2021 ◽  
Vol 35 (6) ◽  
pp. 740-754
Author(s):  
Svetlana De Vos ◽  
Roberta Crouch ◽  
Pascale Quester ◽  
Jasmina Ilicic
Keyword(s):  
At Risk ◽  
Service Use ◽  
Positive Impact ◽  
Individual Characteristics ◽  
Service Research ◽  
Content Type ◽  
Tolerance Of Ambiguity ◽  
Phase Study ◽  
Vulnerable Consumers ◽  
Credence Services

Purpose This paper aims to explore the power of appeals based on fear mixed with challenge co-designed with vulnerable consumers in motivating the use of credence services. Design/methodology/approach A qualitative phase (Study 1), comprising focus groups of self-identified at-risk gamblers, revealed a series of conceptual themes for advertising stimuli that were then tested empirically (Study 2) on the likelihood to use credence services in a gambling context. Individual characteristics such as tolerance of ambiguity were also tested for their potential moderating influence. Findings In comparison to appeals based on single emotions, fear mixed with the challenge has a significantly stronger impact on intentions to use credence services in at-risk gamblers. Findings confirm the indirect positive impact of fear mixed with the challenge via sequential mediators of involvement with advertising and attitude towards credence service advertising. The moderating role of tolerance of ambiguity on credence service use intentions was confirmed. Originality/value The potential of a fear mixed with challenge appeal to motivate vulnerable consumers to seek credence services has not been investigated to date. The findings contribute to both the transformative service research and advertising literature streams by providing valuable insights into promotional campaigns aimed at vulnerable consumers such as at-risk gamblers.

Evaluation of genetic markers for litter size in Meishan synthetic and Large White pigs

1996 ◽  
Vol 1996 ◽  
pp. 18-18
Author(s):  
O.I. Southwood ◽  
S. Hoste ◽  
T.H. Short ◽  
A.J. Mileham ◽  
D. Cuthbert-Heavens
Keyword(s):  
Litter Size ◽  
Fixed Effects ◽  
Oestrogen Receptor ◽  
Mixed Model ◽  
Receptor Gene ◽  
Large White ◽  
Service Type ◽  
Sib Families ◽  
Natural Service ◽  
Size Data

A significant relationship between the oestrogen receptor gene (ESR) and litter size has been detected in USA populations of Large White and a synthetic comprising 50% Meishan (Rothschild et al., 1995). Animals carrying two copies of the favourable allele (B) had an extra pig born per litter than those that did not have the allele. This paper reports on results observed in a UK 50% Meishan synthetic and four UK Large White lines.Litter size data from 50% Meishan synthetic (L93) full-sib females where more than one ESR genotype was segregating. Data were analysed using a mixed model with full relationships and including the fixed effects of season of farrowing, parity, ESR genotype (AA, AB or BB) and service type (AI or natural service). Heritiability and permanent environmental effects for litter size were assumed as 0.09 and 0.11, repectively. A total of 27 full-sib families were represented and included 62 sows and 139 litter records. Hypothesis testing used the option in PEST under a mixed model (Groeneveld et al., 1991).

scholarly journals Analysis of Multiserver Queueing System with Opportunistic Occupation and Reservation of Servers

2014 ◽  
Vol 2014 ◽  
pp. 1-13 ◽  
Author(s):  
Bin Sun ◽  
Moon Ho Lee ◽  
Sergey A. Dudin ◽  
Alexander N. Dudin
Keyword(s):  
System Performance ◽  
Queueing System ◽  
Optimal Choice ◽  
Preemptive Priority ◽  
Rate Dependent ◽  
Service Type ◽  
The Subject ◽  
Multiserver Queueing System

We consider a multiserver queueing system with two input flows. Type-1 customers have preemptive priority and are lost during arrival only if all servers are occupied by type-1 customers. If all servers are occupied, but some provide service to type-2 customers, service of type-2 customer is terminated and type-1 customer occupies the server. If the number of busy servers is less than the thresholdMduring type-2 customer arrival epoch, this customer is accepted. Otherwise, it is lost or becomes a retrial customer. It will retry to obtain service. Type-2 customer whose service is terminated is lost or moves to the pool of retrial customers. The service time is exponentially distributed with the rate dependent on the customer’s type. Such queueing system is suitable for modeling cognitive radio. Type-1 customers are interpreted as requests generated by primary users. Type-2 customers are generated by secondary or cognitive users. The problem of optimal choice of the thresholdMis the subject of this paper. Behavior of the system is described by the multidimensional Markov chain. Its generator, ergodicity condition, and stationary distribution are given. The system performance measures are obtained. The numerical results show the effectiveness of considered admission control.

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