Applying the EEE customer mindset in luxury: reevaluating customer experience research and practice during and after corona

Klaus, Philipp; Manthiou, Aikaterini

doi:10.1108/josm-05-2020-0159

Cited by 45 publications

(30 citation statements)

References 44 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…Humans have developed a behavioral immune system that prompts them to change their behavior in response to signs of contamination ( Curtis et al., 2011 ). Contamination problems can affect user experience ( Klaus and Manthiou, 2020 ) as well as user perceptions and behaviors, such as looking for clean, familiar, or new products and services ( Griskevicius and Kenrick, 2013 ). Thus, contamination avoidance can be defined as the extent to which consumers tend to avoid contact with other people or places for fear of being contaminated ( Kamal et al., 2020 ).…”

Section: Literature Review and Hypothesesmentioning

confidence: 99%

Indonesian hospital telemedicine acceptance model: the influence of user behavior and technological dimensions

Alexandra

Handayani

Azzahro

2021

Heliyon

View full text Add to dashboard Cite

Since the COVID-19 pandemic hit, several hospitals in Indonesia have started to develop teleconsultation services to expand the reach of health services and prevent the spread of the COVID-19 virus. Therefore, this study was conducted with the aim of analyzing the influence of user and technological dimensions on the acceptance of the use of hospital teleconsultation applications by users. The research was conducted using quantitative methods with data from questionnaires distributed online. The respondent criteria for this study were Indonesians aged 17 years and over who knew about or had used a hospital's teleconsultation application, and this resulted in 534 respondents. Data processing was carried out using the covariance-based structural equation modeling method with the AMOS 24 application. The user behavior and technology dimensions are influence intention to use telemedicine applications. Furthermore, the results showed that contamination avoidance, safety, reliability, professionalism, perceived ease of use, perceived usefulness, and information quality have a significant positive influence on the behavioral intention to use hospital telemedicine applications. Meanwhile, facilitating conditions and social influence were not shown to have a significant positive effect on the behavioral intention to use such applications. Finally, behavioral intention to use significantly and positively influences actual use. This research can help hospitals and the government in providing guidance in terms of developing telemedicine applications.

show abstract

Section: Literature Review and Hypothesesmentioning

confidence: 99%

Indonesian hospital telemedicine acceptance model: the influence of user behavior and technological dimensions

Alexandra

Handayani

Azzahro

2021

Heliyon

View full text Add to dashboard Cite

show abstract

“…For public and private organizations, a crisis such as a pandemic is a strategic challenge, and the associated disruption of demand and capacity, increased uncertainty and financial instability forces a reassessment and restructuring of business operations (Cortez and Johnston, 2020; Kabadayi et al , 2020). Managerial attention is required to assess how the disruption affects customers and employees (Klaus and Manthiou, 2020; Lang et al , 2020; Sheth, 2020; Tuzovic and Kabadayi, 2020). Service innovation to improve existing services and create new ones is one way of coping with the crisis.…”

Section: Introductionmentioning

confidence: 99%

Reframing service innovation: COVID-19 as a catalyst for imposed service innovation

Heinonen

Strandvik

2020

JOSM

207

147

View full text Add to dashboard Cite

PurposeThe empirical study draws on a crowdsourced database of 221 innovations associated with the COVID-19 pandemic.Design/methodology/approachAside from the health and humanitarian crisis, the COVID-19 pandemic has caused an acute economic downturn in most sectors, forcing public and private organizations to rethink and reconfigure service provision. The paper introduces the concept of imposed service innovation as a new strategic lens to augment the extant view of service innovation as a primarily discretionary activity.FindingsThe identified imposed service innovations were assigned to 11 categories and examined in terms of their strategic horizon and strategic stretch. The innovations are characterized by spatial flexibility, social and health outreach and exploitation of technology.Research limitations/implicationsAs a new area of service innovation research, imposed service innovations highlight strategic issues that include the primacy of customers and the fragility of institutions.Practical implicationsSituations involving imposed service innovation represent opportunities for rapid business development when recognized as such. A severe disruption such as a pandemic can catalyze managerial rethinking as organizations are forced to look beyond their existing business strategies.Social implicationsAs a strategic response to severe disruption of institutions, markets and service offerings, imposed service innovations afford opportunities to implement transformation and enhance well-being. This novel strategic lens foregrounds a societal account of service innovation, emphasizing societal relevance and context beyond the challenges of business viability alone.Originality/valueWhile extant service innovation research has commonly focused on discretionary activities that enable differentiation and growth, imposed service innovations represent actions for resilience and renewal.

show abstract

“…Thus, it should come as no surprise that CX research is seen as in its early development stages (Lemon and Verhoef, 2016). This is especially evident in the luxury environment, where CX is the key strategic focus and source to gain a competitive advantage (Klaus and Manthiou, 2020).…”

Section: Introductionmentioning

confidence: 99%

What matters most to ultra-high-net-worth individuals? Exploring the UHNWI luxury customer experience (ULCX)

Klaus

2021

JPBM

View full text Add to dashboard Cite

Purpose This study aims to explore the customer experiences (CXs) of an under-researched luxury client segment, the ultra-high-net-worth individuals (UHNWI) in three settings, yacht-made clothing services, chartering a yacht and art collection. Design/methodology/approach The author conducted 13 interviews with UHNWI, enquiring about their experiences with different services. The author collected and analyzed the data using a recommended three-step approach: in-depth interviews using soft-laddering; coding and purifying data through a systematic approach and hierarchical coding; and using the emerging consensus technique to scrutinize and validate the emerging themes. Findings This study revealed UHNWI drivers or purchasing and repurchasing behavior as (mis)managing expectations, personal relationships with personnel and achieving convenience-driven time savings. The corresponding conceptual framework is the UHNWI luxury CX. Practical implications This study reveals how über luxury brand managers need to carefully manage the UHNWI clientele expectations, focusing their investment on their brand personnel and the way they can save their clients’ valuable time. Originality/value This study is the first to explore UHNWI perceptions of their experience with über luxury providers across multiple contexts. This study highlights that the luxury experience, not the acquisition and owning of luxury goods, drives the UHNWI decision-making and purchase behavior.

show abstract

Applying the EEE customer mindset in luxury: reevaluating customer experience research and practice during and after corona

Cited by 45 publications

References 44 publications

Indonesian hospital telemedicine acceptance model: the influence of user behavior and technological dimensions

Indonesian hospital telemedicine acceptance model: the influence of user behavior and technological dimensions

Reframing service innovation: COVID-19 as a catalyst for imposed service innovation

What matters most to ultra-high-net-worth individuals? Exploring the UHNWI luxury customer experience (ULCX)

Contact Info

Product

Resources

About