Although access-based services (ABS) offer many benefits, convincing consumers to use these service innovations remains challenging. Research suggests that contamination concerns are an important ...barrier to consumer adoption of ABS; they arise when a person believes someone else has touched an object and transferred residue or germs. However, systematic examination of this phenomenon is lacking. We conduct four experiments to determine (1) the impact of contamination concerns on consumer evaluations of ABS, (2) when such concerns become salient in ABS, and (3) how ABS providers can reduce these concerns. The results reveal that consumers experience more contamination concerns about objects used in proximity to their bodies, especially when those objects are shared with unfamiliar users, and that such concerns negatively influence their evaluations of ABS. Consumers also exhibit less contamination concerns about ABS that have high brand equity because of their elevated stereotype-related perceptions of the competence of those users. Firms’ advertisements depicting physical contact between shared objects and other users negatively influence ABS evaluations by consumers whose contamination concept is activated. This article provides insights for developing product, branding, and communication strategies to reduce consumers’ contamination concerns and maximize ABS adoption.
Burdens of Access Hazée, Simon; Delcourt, Cécile; Van Vaerenbergh, Yves
Journal of service research : JSR,
11/2017, Letnik:
20, Številka:
4
Journal Article, Web Resource
Recenzirano
Odprti dostop
Access-based services (ABS), which grant customers limited access to goods without any transfer of ownership, are unique technology-based service innovations requiring the substantial involvement and ...collaboration of customers without employees’ supervision. Although ABS offer several potential advantages, convincing customers to use them remains challenging. Combining 56 in-depth interviews with supplementary literature, the authors address this challenge by proposing an integrative framework that reflects the (1) barriers that prevent customers from using ABS and (2) practices in which customers engage to attenuate those barriers. The complex, multidimensional barriers relate not only to the service and technology features but also to other customers. Customers can engage in different practices to attenuate perceived barriers and create value, namely, “to distance,” “to manage,” “to elaborate,” “to control,” and “to relate.” Yet, they regard these barrier-attenuating practices as necessary sacrifices to use ABS. Complementing suggestions that customers adopt and use ABS to escape the burdens of ownership, the current research reveals that customers actually may confront several “burdens of access.” This research suggests managers who wish to reduce rejection of their innovation could not only overcome customers’ perceived barriers but also facilitate and reduce the number of practices in which customers engage to attenuate those barriers themselves.
PurposeOrganizations increasingly develop and offer sharing services enabled by means of product-service systems (PSS). However, organizations offering sharing-based PSS face a unique set of design ...challenges and operational risks. The purpose of this paper is to provide researchers and practitioners with customer-based insights into service delivery system design and risk management for sharing-based PSS operational success.Design/methodology/approachThis qualitative study combines in-depth interviews with supplementary, multidisciplinary literature and secondary firm data. In total, the authors conducted 56 semi-structured interviews with diverse customers across different business-to-customer (B2C) PSS settings.FindingsFirst, the authors develop an integrative conceptual framework that reveals what structural and infrastructural design choices customer expect organizations to make for mitigating risks and enhancing customer-perceived value in the sharing economy. These design choices may influence customers' trust and control perceptions in all actors involved in the service delivery system. Second, the results suggest that sharing value proposition, customer-perceived level of consequentiality and level of customer-supplied resources are contingency factors that need to be considered when making design decisions for risk management in the sharing economy.Originality/valueThis study extends Sampson's Unified Service Theory by proposing that, with sharing-based PSS, production flows from customers to customers. This situation creates unique challenges for operations management. This paper extends current understanding of the role, characteristics and contingencies of service delivery system design for risk management in the sharing economy. In doing so, authors challenge common wisdom and suggest understanding both the organizational and customers' individual contexts is critical for (contingency) theory and practice.
Purpose
The growing service sector has experienced several revolutions that have transformed the way services are created and delivered. In parallel, services increasingly pique the interest of ...scholars, resulting in an expanding body of knowledge. Accordingly, it is time to reflect on extant service research, assess its boundaries, and think about its future. This paper aims to consider three research questions: How has service research evolved over the past 27 years? Which articles have most influenced the evolution of service research in the past 27 years? What are the most promising research themes for the future?
Design/methodology/approach
To answer these questions, the authors analyze the contents of 3,177 service research articles published in ten major academic journals between 1993 and August 2019. Multiple correspondence analysis reveals the evolution of key service research themes and their underlying relationships.
Findings
The research themes are organized in a growth–share matrix with four quadrants (stars, question marks, cash cows and pets) and also combine into four research clusters (human resource management, organizational behavior and strategy, technology, and operations and customer behavior and marketing). Together with a specified list of influential articles that have shaped the evolution of service research, these insights suggest an agenda for research.
Originality/value
Acknowledging the vast growth of service research, this study presents an up-to-date picture of the discipline and an agenda to stimulate continued research.
Abstract
Over the past 20 years, as the study of transparency has evolved into a burgeoning multidisciplinary field, nonprofit scholars have developed an impressive body of research on the ...antecedents and outcomes of the transparency of nonprofit organizations (NPOs). From both theoretical and practical purposes, it is necessary to develop an overall picture of such antecedents and outcomes, to allow scholars and NPOs to understand why, when, and how transparency should be implemented. Current studies provide a fragmented view, focused on specific elements of NPO transparency; with a systematic literature review of 76 articles, this article offers both an integrative framework of the antecedents and outcomes of NPO transparency and an agenda for research, based on a critical analysis of the integrative framework. Four relevant research orientations emerge: (1) direction of NPO transparency, (2) distinguishing actual from perceived transparency, (3) the dark side of NPO transparency, and (4) NPO transparency contingency factors. Research along these four orientations could add nuance to existing knowledge of transparency and provide key insights with regard to why, when, and how transparency works.
To develop and validate a risk score for AMD based on a simple self-administered questionnaire.
Risk factors having shown the most consistent associations with AMD were included in the STARS ...(Simplified Théa AMD Risk-Assessment Scale) questionnaire. Two studies were conducted, one in Italy (127 participating ophthalmologists) and one in France (80 participating ophthalmologists). During 1 week, participating ophthalmologists invited all their patients aged 55 years or older to fill in the STARS questionnaire. Based on fundus examination, early AMD was defined by the presence of soft drusen and/or pigmentary abnormalities and late AMD by the presence of geographic atrophy and/or neovascular AMD.
The Italian and French samples consisted of 12,639 and 6897 patients, respectively. All 13 risk factors included in the STARS questionnaire showed significant associations with AMD in the Italian sample. The area under the receiving operating characteristic curve for the STARS risk score, derived from the multivariate logistic regression in the Italian sample, was 0.78 in the Italian sample and 0.72 in the French sample. In both samples, less than 10% of patients without AMD were classified at high risk, and less than 13% of late AMD cases were classified as low risk, with a more intermediate situation in early AMD cases.
STARS is a new, simple self-assessed questionnaire showing good discrimination of risk for AMD in two large European samples. It might be used by ophthalmologists in routine clinical practice or as a self-assessment for risk of AMD in the general population.
Background
Glaucoma is one of the leading causes of visual impairment worldwide. Influence of visual defects associated with this condition, as well as potential side effects of anti‐glaucoma ...medications on driving may be a relevant traffic safety concern. This study therefore aimed to investigate whether and/or to what extent prescribed anti‐glaucoma medicine consumption is associated with increased likelihood of crash risk, and traffic crash responsibility among drivers involved in road traffic crashes.
Methods
Data from three French national databases were extracted and matched as part of the CESIR (a combination of studies on health and road safety) project. The sample included 201 497 drivers involved in an injurious road crash in France from July 1, 2005 to December 31, 2015, and an age‐ and sex‐matched control group (113 357 drivers) that was randomly drawn from the general population. Exposure to anti‐glaucoma medications were compared between responsible and non‐responsible drivers involved in a crash and between drivers involved in a crash and people from the control group.
Results
The proportion of drivers with prescribed anti‐glaucoma medicine markedly increased with age. One type (OR = 0.79, 95% CI: 0.72–0.86) and two or more types (OR = 0.82, 95% CI: 0.68–0.98) anti‐glaucoma medicine prescriptions were less frequent in crash‐involved drivers than in controls. One type (OR = 0.99, 95% CI: 0.88–1.12) and two or more types (OR = 1.04, 95% CI: 0.82–1.33) anti‐glaucoma medicine prescriptions were not associated with crash responsibility.
Conclusion
Our findings are reassuring as regard to existing guidelines for safe driving for individuals using anti‐glaucoma medications. Our results also suggest that driving behavior adaptation is effective mitigating potential traffic crash risks for people diagnosed with glaucoma.
Objectives:
This article provides a conceptualization and an index of the multidimensional concept of maternity healthscapes (MHS).
Background:
Healthscape has emerged as a potential key aspect to ...improve patient experience. Surprisingly, there has been little effort to delineate the concept of MHS from a design perspective, while maternity wards have unique characteristics and particular challenges. Indeed, patients in maternity wards are usually not acutely ill but can feel highly vulnerable due to the pain, stress, and the many uncertainties surrounding labor and delivery—which can heighten patients’ need for intimacy, supporter comfort, and additional supporting services. Thus, healthscapes need to be designed to account for the specificities of childbearing and needs of those patients and their family.
Methods:
A multidisciplinary literature review and 39 in-depth interviews were conducted with various stakeholders—mothers, midwives, heads of midwives, and chief executives.
Results:
The authors develop a conceptualization to establish a comprehensive understanding of the dimensionality of MHSs. Based on that comprehensive conceptualization, the authors develop an index providing a census of the aspects in the MHS that various stakeholders—such as healthcare providers, designers, and architects—should take into account when conceiving MHS.
Conclusions:
Healthcare providers, designers, and architects can use this conceptualization and index to closely monitor and measure for evaluations and further improvements of the MHS, thereby enhancing patient experience in maternity wards.
PDF
