Value co-creation in services for animal companions

Purpose As other actors in the service ecosystem often have a pivotal role in value creation for actors experiencing vulnerability, this paper aims to explore caregiving customer value co-creation in services for animal companions. Design/methodology/approach Study 1 follows a two-step procedure, using two different qualitative approaches (interviews and observations) to identify caregiving customer value co-creation activities. Study 2 serves to empirically test a higher-order structure of caregiving customer participation behaviour in value co-creation and test for differences regarding customer and service characteristics (questionnaire survey; n = 680). Findings The results reveal the existence of various value co-creation activities towards the service provider (e.g. cooperation under consideration of the animal companion’s needs) and animal companion (e.g. emotional support). Significant differences in individual caregiving customers’ activities were found regarding gender, age, type of service and animal companion. Caregiving customer value co-creation is influenced by emotional attachment and has a positive effect on value outcomes for both the caregiving customer and the animal companion. Originality/value This study extends and enriches customer value co-creation literature by providing innovative findings on various such caregiving activities and value outcomes in services for (non-human) actors experiencing vulnerability. It also adds knowledge by showing differences in customer value co-creation behaviour regarding specific customer and service characteristics.

Potensi Teknologi dan Media Sosial Dalam Meningkatkan Pemasaran Produk Asuransi Syariah

As the largest Muslim country, the country occupied by 236,53 The population is Muslim, if this is used and used as an opportunity for sharia insurance to develop rapidly in this country. Indonesia should have the potential to become the largest Muslim country where most of the Muslim population uses sharia products, especially sharia insurance. In fact, the current fact is that not many Indonesian Muslims use banking and non-banking products on the basis of sharia principles. AAJI's data report, if users of insurance products in Indonesia still reach 7.5%, and only 5% of them are users of sharia insurance. The lack of awareness of knowledge and the lack of strong exposure to sharia insurance products are indicators of the reason why there is still a small level of customer participation using sharia insurance. This reason is further strengthened when viewed from the literacy rate for sharia insurance in Indonesia which has only reached a nominal figure of 19,4%. For this reason, considering the widespread use of social media in Indonesia, which is dominated by the current millennial and generation Z, the marketing strategy of sharia insurance is now starting to move by utilizing the digitalization of marketing media. This study is intended to find out the potential influence of technology and social media in helping to increase sales of sharia insurance products in terms of marketing aspects. Observational analysis of previous research and of sharia insurance companies that carried out this marketing strategy, obtained the findings that social media marketing and the compliance of several insurance products that apply sharia principles in it, are significantly able to increase people's purchasing power or contribute significantly. Indirectly persuade social media users to determine their decision to buy sharia insurance products. Key words : Sharia insurance marketing, Social media, Technology.

OPERATIONAL ANALYSIS IN SYSTEM DESIGN OF SUBMARINES DURING THE EARLY PHASES

This paper presents a new method for operational analysis (OA) as a tool in simulation based design (SBD) for Naval Integrated Complex Systems (NICS), here applied to the submarine domain. An operational analysis model is developed and described. The first step of the design process is to identify and collect the needs from the customer and stakeholders, from which requirements can be deduced and designed in an organized way, i.e. requirement elucidation. It is important to evaluate the benefits or penalties of each requirement on the design as early as possible during initial design. Thus the OA-model must be able to evaluate requirements aggregated in synthesised ships such as initial concepts, i.e. Play-Cards, as representations of a submarine concept in the functions domain where the first set of requirements are designed, and establish their Measure of Capability (MoC) and Measure of Effectiveness (MoE). The work has resulted in an OA-model for submarine design that can be used during the development and for evaluation during the life cycle of a submarine system. The purpose of integrating OA in the design process is to explore the design space and evaluate not only technical solutions and cost but also the system effect in the early phases and thereby find and describe a suitable design room. This will generate a more rapid knowledge growth compared to the classic basic ship design procedures which focus on technical performance and cost. It is expected that we not only reach a higher level of knowledge about the design object but also achieve higher precision in the compliance to needs and deduced and designed requirements by the use of an OA-model as an integrated tool during initial design. This approach also invites customer participation within the framework of integrated project teams.

Customer fairness perceptions in augmented reality-based online services

PurposeAn increasing number of retailers is trying to stimulate customers by embedding augmented reality (AR) features such as video try-on into the online shopping experience. As such AR-based online services require customers to actively participate in the service provision, this paper aims at investigating fairness perceptions and customer responses associated with AR-enabled customer participation.Design/methodology/approachThe conceptual framework of this study is based on equity theory. To compare customer responses after an in-store service encounter as opposed to AR-enabled customer participation involving video try-on, this study contains a between-subject online experiment. The effective sample comprises N = 215 participants.FindingsThe data analysis demonstrates that AR-enabled customer participation leads to significantly lower levels of distributive, procedural and price fairness as well as lower engagement intentions than in-store service encounters. Simultaneously, participants in the video try-on scenario report higher negative word-of-mouth (WOM) intentions than in the in-store scenario.Research limitations/implicationsThe extra mile customers go when using AR-based online services is reflected in less favorable fairness evaluations.Practical implicationsService managers should design AR applications in a manner that requires minimum customer participation.Originality/valueThis study contributes to service research by linking AR-enabled customer participation to evaluations of distributive, procedural and price fairness and their outcomes. This is vital to fully exploit the potential of AR in services.

Understanding the intention to use bike-sharing system: A case study in Xi’an, China

Bike-sharing is widely recognized as an eco-friendly mode of transportation and seen as one of the solutions to the problem of air pollution and congestion. With the emphasis on sustainability in transportation, bike-sharing systems is an emerging topic of urban transport and sustainable mobility related research. Existing studies mainly explored the factors affecting individuals’ initial intentions to start using a shared bicycle, but few looked at the likelihood that a user would continue using one This study proposed a structural equation model with bike-sharing purchase decision involvement as independent variable, bike-sharing willingness to use as dependent variable, traveler participation and traveler perceived value as intermediary variables by introducing the concepts of purchase decision involvement, customer participation and perceived value in consumer psychology and behavior. A survey on bike-sharing users in Xi’an was conducted online and offline, and 622 effective responses were collected. The research model was tested by Amos 24.0 and the empirical results showed that All influencing factors including bike-sharing’s purchase decision-making involvement, traveler participation and traveler’s perceived value are found to be significantly and positively associated with usage intention; traveler perceived value play a chain-mediating role between bike-sharing purchase decision involvement and usage intention; bike-sharing purchase decision involvement have indirect effects on traveler perceived value through traveler participation. The results of this study enrich the current research’s in the field of sharing economy, and it is certain guiding significant for how to obtain and maintain stable customers in bicycle-sharing industry.

From service-dominant orientation to positive customer outcomes: a self-determination model in the custom travel service context

Purpose Drawing on self-determination theory and insights from the literature on service-dominant (S-D) logic and value co-creation, this paper aims to investigate the impacts of an S-D orientation on positive customer outcomes (i.e. customer participation behaviors, customer citizenship behaviors and quality of life) and the underlying mechanisms of these effects. Design/methodology/approach Custom travel service (CTS) was chosen as the research setting. In total, 303 valid questionnaires were gathered from tourists in China. The partial least squares structural equation modeling approach was used for model estimation. Findings Tourism firms’ S-D orientation positively influences customer participation behaviors via customer psychological need satisfaction (i.e. perceived autonomy, competence and relatedness), customer citizenship behaviors via perceived relatedness and customer quality of life via perceived autonomy and perceived competence. Research limitations/implications Although the impact of S-D orientation is studied in the CTS context, this study illustrates how firms embracing S-D logic can facilitate value co-creation and customer quality of life, presenting a more precise picture for academics and practitioners. Originality/value This paper is the first attempt to empirically examine the relationships among S-D orientation, customer value cocreation and quality of life. The relevance of customer psychological need satisfaction is acknowledged in this study.

Effectiveness of customer social participation for academic purposes: a case of informal WhatsApp groups

PurposeCustomer social participation (CSP) is a new phenomenon that has emerged with the evolution of social media. Current literature designates customer participation in social media as “CSP”. Although CSP has been investigated in the online brand community context in social media, it has been little investigated in the context of student customers using WhatsApp – a highly trending social media platform among learners. Thus, this study aims to investigate the effectiveness of CSP in informal WhatsApp groups for academic purposes among undergraduate students of management studies.Design/methodology/approachThe study adopted a single cross-sectional survey design. A structured online questionnaire was employed. Using convenience sampling technique, data were collected from 170 undergraduates of the Bachelor of Management Studies programme at the Open University of Sri Lanka.FindingsThe results revealed significant positive effects of functional, social and hedonic benefits with CSP. Meanwhile, the relationship between psychological benefits and CSP was insignificant. Furthermore, there is no influence of age and level of study on CSP among the learners in informal WhatsApp groups. Moreover, at present, the level of CSP in WhatsApp for academic purposes among students is moderate.Originality/valueThe role of the student as the customer and student behaviour in informal WhatsApp groups established for academic purposes have been little investigated in the field of open and distance education services. In this context, this study empirically validated the model of participation benefits and CSP in WhatsApp groups informally established for academic purposes.