PurposeThe purpose of this paper is to suggest a conceptual framework to examine customer satisfaction with a technology‐based service improvement. Three factors are suggested that influence customers' acceptance of the improved service: internal, consistency and external (ICE).Design/methodology/approachHypotheses are constructed by reviewing literature in the areas of customer satisfaction, marketing services and diffusion of innovation. An exploratory study was conducted in an academic setting, to examine changes in learning formats, and the resulting reactions. The empirical research involves three major procedures: personal interviews, focus groups and surveys.FindingsThe findings, based on both qualitative and quantitative research, support the proposed conceptual framework. It was found that students' behavioral intentions regarding a new, technology‐based learning format, can be explained by the following factors: perceived outcome and ease of use (internal factor), technology orientation and consistency of the new with the old delivery process (consistency factor), and the perceived image of the academic institute (external factor).Originality/valueIt is suggested that when considering service improvements, more attention should be paid to the organization's image, the consistency with the traditional service and the customer technology orientation.

The study suggests an alternative conceptualization for understanding adoption behavior over time, based on Optimal Distinctiveness Theory. This theory states that social identity derives from a fundamental tension between human needs for validation and similarity to others-the need for assimilation-and a countervailing need for uniqueness and individuation-the need for differentiation. The present study proposes that the effect of the size of the group of consumers who have already adopted a new product on an individual consumer's decision to adopt this product is contingent upon the consumer's two predispositions: the need for assimilation and the need for distinctiveness. Results of empirical research suggested that differently perceived subgroup sizes fulfill consumers' dual needs for distinctiveness and assimilation differently. The influence of the adopters' group size on a consumer's decision to adopt a new product varied among individuals with different levels of needs for distinctiveness and assimilation: when need for distinctiveness was low, the higher was the need for assimilation and the larger was the perceived group size, the higher was the probability of adopting the product. When the need for distinctiveness was high, the lower was the need for assimilation and the larger was the perceived group size, the lower was the probability of adopting the product. In addition, when the need for both distinctiveness and assimilation were high, the probability of adopting the product rose as the perceived group size increased. Implications for product variation, marketing communication, and target groups are discussed.

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Access to this document was granted through an Emerald subscription provided by 405387 [] For AuthorsIf you would like to write for this, or any other Emerald publication, then please use our Emerald for Authors service information about how to choose which publication to write for and submission guidelines are available for all. Please visit www.emeraldinsight.com/authors for more information. About Emerald www.emeraldinsight.comEmerald is a global publisher linking research and practice to the benefit of society. The company manages a portfolio of more than 290 journals and over 2,350 books and book series volumes, as well as providing an extensive range of online products and additional customer resources and services.Emerald is both COUNTER 4 and TRANSFER compliant. The organization is a partner of the Committee on Publication Ethics (COPE) and also works with Portico and the LOCKSS initiative for digital archive preservation. AbstractPurpose -Change readiness (CR) is viewed as a multidimensional behavior that reflects the firm's competencies to do three things in response to environmental opportunities and threats in its industry: trigger identification; gearing up to take action (preparation); and the action's degree of novelty. The main purpose of this study is to propose and test an alternative conceptualization for CR. Design/methodology/approach -Data were collected from 217 organizations in 14 countries. All respondents were in charge of, or involved with, their firms' strategic decisions and implementations thereof and filled out a structured questionnaire. Findings -It was found that CR is influenced by both internal and external variables, including management orientation (entrepreneurial, centralization), environmental barriers, and technology and innovation roles in firms' business strategies. In addition, a higher degree of CR was correlated with better performance and with higher management evaluation of success in coping with environmental triggers.Research limitations/implications -The size and selection of the sample may pose limits in generalizing the study findings. Future studies may increase the number of interviews per firm, use objective assessments of performance and provide more specific information about threats and opportunities, as well as the type of industry. Originality/value -The proposed CR concept is based on specific behavior rather than on attitude. CR is perceived as a strategy-oriented construct that demonstrates the capacity of an organization to respond effectively to new developments in its environment.