Customer participation and well-being: the roles of service experience, customer empowerment and social support

Xie, Liang; Li, Dongmei; Keh, Hean Tat

doi:10.1108/jstp-11-2019-0228

Cited by 42 publications

(70 citation statements)

References 64 publications

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“…A holistic understanding of customer-related factors allows firms to embed service in the context of society, to segment and target customers and to construct messages for societal marketing programs that will appeal to them (Baptista et al, 2020b ). Similar to the findings of Xie et al ( 2020 ), the moderating propositions of customer’s factors imply that firms should consider customer psychological and behavioral factors and encourage customer participation to enhance their service experience and well-being. Finally, healthcare providers need to engage with TSD and consider wellbeing-focused dimensions as new indicators of welfare in order to assist policymakers in designing culturally competent, socially acceptable, and sustainable healthcare practices.…”

Section: Discussionsupporting

confidence: 75%

Customer-perceived service wellbeing in a transformative framework: Research propositions in the area of health services

Islam

Muhamad

Sumardi

2021

Int Rev Public Nonprofit Mark

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Customer-perceived service wellbeing (CPSW) refers to a positive response resulting from the experiential, relational, processual, and interactive character of a service or service situation that contributes to individual customer wellbeing and broader societal wellbeing. This paper aims to offer a conceptual model of the relationships between the wellbeing-focused dimensions of a firm’s activities and CPSW. Building on scholarly insights from the marketing logic and transformative service research (TSR) literature, the paper develops a series of research propositions to articulate the relationships in the conceptual framework. On the basis of the literature review, five wellbeing-focused dimensions of a firm’s activities have been identified as antecedents to CPSW and five customer factors have been identified as potential moderators of the relationship between the wellbeing-focused dimensions and CPSW. This paper reveals arguments in the existing literature to promote a deeper understanding of the impact of the firm’s wellbeing-focused activities on CPSW in light of moderating effects of customers’ psychological and behavioral characteristics. The managerial implication resulting from the framework and the propositions presented here is that managers and service providers need to identify and understand both the wellbeing-focused dimensions of their business and the psychological and behavioral characteristics of their customers; in healthcare services, specifically, both are necessary in order to improve CPSW. This paper highlights a new perspective to better understand the mechanisms of transformative service design that firms should pursue to influence CPSW. This paper offers a theoretical framework depicting how CPSW is generated through the effective unification of the roles of businesses and customers in the context of healthcare services and provides researchers with a new outlook for the development of a multidisciplinary societal wellbeing model.

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Section: Discussionsupporting

confidence: 75%

Customer-perceived service wellbeing in a transformative framework: Research propositions in the area of health services

Islam

Muhamad

Sumardi

2021

Int Rev Public Nonprofit Mark

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“…(Zomerdijk and Voss, 2010), further emphasising the complexity of service co-creation in the culinary leisure context. Moreover, active participation in co-creation is vital for co-designing elements of the cooking experience (Trischler et al , 2018), particularly when consumers are given the freedom and empowerment to take “ownership” of the experience by co-designing them in collaboration with peers and instructors (Xie et al , 2020):…”

Section: Study 1: Results and Discussionmentioning

confidence: 99%

“…Degree of co-creation and support from service providers and other consumers Social resources (e.g. firm-customer support and peer support) shape co-creation in experiential contexts (Xie et al, 2020). Therefore, the level of support provided by firms to stimulate co-creation is an important firm-based determinant of consumer engagement (Grissemann and Stokburger-Sauer, 2012).…”

Section: Customer-to-customer Interactions In Experience Co-creation and Co-designmentioning

confidence: 99%

“…While cooking stations might be the main touchpoints for interaction, during breaks for socialising lounge-like settings with sofas and comfortable chairs can facilitate interaction and reinforce the homely atmosphere of the home-style kitchens. Such social, familial encounters could further enhance overall well-being (Xie et al , 2020). Nevertheless, to stimulate braggart WoM and increase self-esteem and well-being, the installation of top-down cameras above cooking stations, imitating professional cooking shows, may also provide the opportunity for high-quality imagery which participants can then disseminate to peers, family and beyond post-experience via social media.…”

Section: Overall Conclusion and Implicationsmentioning

confidence: 99%

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Towards co-created food well-being: culinary consumption, braggart word-of-mouth and the role of participative co-design, service provider support and C2C interactions

Taheri

Pourfakhimi

Prayag

et al. 2021

EJM

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Purpose This study aims to investigate whether the antecedents of co-creation influence braggart word-of-mouth (WoM) in a participative leisure context, theorising the concept of co-created food well-being and highlighting implications for interactive experience co-design. Design/methodology/approach A sequential mixed-method approach was used to test a theoretical model; 25 in-depth interviews with cooking class participants were conducted, followed by a post-experience survey (n = 575). Findings Qualitative results suggest braggart WoM is rooted in active consumer participation in co-designing leisure experiences. The structural model confirms that participation in value co-creating activities (i.e. co-design, customer-to-customer (C2C) interaction), alongside perceived support from service providers, increases consumer perceptions of co-creation and stimulates braggart WoM. Degree of co-creation and support from peers mediate some relationships. Research limitations/implications Limited by cross-sectional data from one experiential consumption format, the results nevertheless demonstrate the role of active participation in co-design and C2C interactions during value co-creation. This implies that co-created and co-designed leisure experiences can intensify post-consumption behaviours and potentially enhance food well-being. Practical implications The results highlight that integrating customer participation into service design, while also developing opportunities for peer support on-site, can stimulate braggart WoM. Originality/value Extends burgeoning literature on co-creation and co-design in leisure services. By encouraging active customer participation while providing support and facilitating C2C interactions, service providers can enhance value co-creation, influencing customer experiences and food well-being. Accordingly, the concept of co-created food well-being is introduced.

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“…Postal services in Switzerland recently introduced new delivery options that allow customers to choose their preferred time and place. Customer empowerment also might be promoted through service design and co-production initiatives (Xie et al, 2020). Another way to reduce customers' captivity feelings would involve attenuating price unfairness perceptions by enhancing price transparency (Miao and Mattila, 2007).…”

Section: Managerial Implicationsmentioning

confidence: 99%

Customer captivity, negative word of mouth and well-being: a mixed-methods study

Furrer

Kerguignas

Landry

2021

JSM

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Purpose When customers feel that they have no choice but to stay with their current provider to obtain a service that they need, they feel captive. This study aims to investigate customer captivity as a type of vulnerability and evaluate its effects on customers’ service evaluation and word-of-mouth (WOM) behavior, as well as to identify solutions that reduce customers’ feelings of captivity and improve their well-being. Design/methodology/approach This sequential, quantitative–qualitative, mixed-methods study draws from a survey of 1,017 customers and a qualitative analysis of 20 in-depth semi-structured interviews. Moderated mediation analysis is used to test the quantitative hypotheses; a thematic analysis explores the qualitative data. Findings The results of the quantitative study show that captivity emotions and price unfairness perceptions are two manifestations of customer captivity, which directly and indirectly affect service evaluations and WOM behavior. The findings of the qualitative study highlight how captive customers use emotional support-seeking negative word-of-mouth (NWOM) as a solution to reduce their captivity emotions and improve their well-being, by reinforcing their social ties and regaining a sense of control. Research limitations/implications This study advances transformative service research by demonstrating how captivity affects customers’ well-being and customer vulnerability literature by investigating captivity as a type of vulnerability. It contributes to service marketing literature by identifying customer captivity as a boundary condition for generic service evaluation models. Practical implications Captive customers seek emotional support and consequently spread NWOM. Therefore, it is critical for service providers to reduce customers’ captivity feelings and implement adequate solutions to prevent NWOM and decrease the risk of negative impacts on their profitability. Originality/value Any customer can become vulnerable, due to contextual circumstances. This study focuses on customer captivity as a type of vulnerability and proposes adapted solutions to improve customers’ well-being.

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Customer participation and well-being: the roles of service experience, customer empowerment and social support

Cited by 42 publications

References 64 publications

Customer-perceived service wellbeing in a transformative framework: Research propositions in the area of health services

Customer-perceived service wellbeing in a transformative framework: Research propositions in the area of health services

Towards co-created food well-being: culinary consumption, braggart word-of-mouth and the role of participative co-design, service provider support and C2C interactions

Customer captivity, negative word of mouth and well-being: a mixed-methods study

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