Exploring customer perceptions toward different service volumes: An integration of means–end chain and balance theories

Lin, Chin‐Feng; Fu, Chen‐Su; Chen, Yi-Ting

doi:10.1016/j.foodqual.2018.12.007

Cited by 18 publications

(21 citation statements)

References 36 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…MECs explore the important meanings that individuals/consumers attribute to products/events through their cognitive schemas in order to describe their innermost thoughts about the products or events [ 37 , 38 , 39 ]. MECs are based on the relationship between the attributes of the product/event, associated consequences/feelings after consumption, and the personal values achieved [ 36 ].…”

Section: Literature Reviewmentioning

confidence: 99%

See 1 more Smart Citation

Analyzing Older Adults’ Perceived Values of Using Smart Bracelets by Means–End Chain

2020

View full text Add to dashboard Cite

To cope with the demands for medical care in an aging society, smart healthcare wearable devices that can measure physiological signals are being regarded as the primary tools in medical care programs, allowing the users to acquire basic health data. Although the smart healthcare wearable devices could be applied to disease management and prevention that could help older adults control their health, older adults must be willing and able to use and continue to use them. In this research, interviews conducted through means–end chain (MEC) and laddering were used to guide the older adults step-by-step by explaining abstract ideas and emphasizing value in their perceptions of specific attributes. A “hierarchical value map” was further constructed to confirm the perceived value of smart healthcare wearable devices to older adults. The research results showed that, in terms of attribute functions, seniors believed that smart bracelets in mobile health devices should have the attributes of safe use, real-time information feedback, correct data, comfortable wear, and clear screen. In terms of consequent benefits, older adults can use smart bracelets in mobile health devices to gain benefits in learning about smart products, understanding technology applications, increasing health awareness and relaxation, and satisfying curiosity. In terms of value goals, older adults want to achieve the value goals of a sense of social belonging, improved quality of life, and healthier bodies. Health is the most important thing for older adults, but previous research has often focused on the use of equipment for physical examinations; relatively few studies have allowed older adults to experience the equipment personally. The device can provide the ultimate value of long-term health promotion for older adults.

show abstract

Section: Literature Reviewmentioning

confidence: 99%

“…For a sample size of 20 samples, the cut-off level is a frequency of at least twice before it appears in the HVM [ 43 ]. The results of the MEC analysis have been used to develop effective strategies in the fields of tourism, leisure/recreation, education, and virtual leisure [ 2 , 38 , 39 , 50 ].…”

Section: Literature Reviewmentioning

confidence: 99%

Analyzing Older Adults’ Perceived Values of Using Smart Bracelets by Means–End Chain

2020

View full text Add to dashboard Cite

show abstract

“…Aggregating individual MECs from customers enables researchers to form a tree diagram, namely, an HVM, which visualizes customers' innermost thinking toward a particular product or service. Today, MECs have become a representative theory to reveal consumers' innermost cognitive structure of a particular product/service [14]. In practice, MEC theory has been widely used to deal with issues in the retail, communication, tourism, and healthcare industries [13,15,16,17].…”

Section: Literature Review Means-end Chain (Mec) Theorymentioning

confidence: 99%

“…Consequently, setting a cut-off value is essential before constructing the HVM. The basic idea for the cut-off value determination is the use of a relatively small number of cells in the summary implication matrix to represent a large portion of the total number of linkages [5,11,14,28,29]. A detailed discussion of cut-off point determination and related criteria was provided in Pieters et al [28].…”

Section: Mec and Kano Analysesmentioning

confidence: 99%

“…A detailed discussion of cut-off point determination and related criteria was provided in Pieters et al [28]. High linkage frequencies correspond to high importance of these linkages [14]. Therefore, for HVM construction, this study set the cut-off values at 22, 50, and 71 to represent weak, middle, and strong linkages, respectively.…”

Section: Mec and Kano Analysesmentioning

confidence: 99%

See 1 more Smart Citation

What is the impact of user preferences on the design of the hospital online registration system: An integrated approach

Lin

et al. 2020

Preprint

Self Cite

View full text Add to dashboard Cite

Background An efficient registration system for all these types of Taiwan medical institutions will enable outpatients to register online and inform them of the best time to go to the hospital and when their turn for medical treatment is. Hence, understanding the outpatients’/users’ actual needs is important for hospital managers to design a user-friendly registration system. Purpose This study, based on means-end chain (MEC) theory and the Kano model, aims to: 1) understand user preferences toward using a hospital online registration system by constructing the Kano–MEC hierarchical value map, and 2) deduce and formulate effective system planning and promotion strategies. Methodology/approach Mixed methods research was employed to collect data. A total of 16 hospital registration websites were examined and 34 in-depth interviews were conducted. All the interview transcripts were analyzed, and 16 attribute, 13 consequence, and 4 value variables were obtained for a final questionnaire design. A total of 376 valid samples were collected from a questionnaire survey to construct a Kano–MEC hierarchical value map. Results The Kano–MEC hierarchical value map depicts hospital online registration users’ innermost thoughts and cognitive structure with regard to their attribute/consequence/value preferences and their attribute performance, as categorized by Kano’s quality classifications. Conclusions The Kano–MEC map showed that “right-clicking the registration by department tab,” “modifying or canceling one’s appointment,” “downloading doctor’s schedule,” “doctor introduction,” “right-clicking the registration by doctor’s name,” and “instant messaging” are classified as Kano’s one-dimensional attributes that can improve users’ satisfaction and reduce their dissatisfaction by increasing quality fulfillment. Practice Implications Evidently, managers should focus on “right-clicking the registration by department tab,” “modifying or canceling one’s appointment,” “downloading doctor’s schedule,” “doctor introduction,” “right-clicking the registration by doctor’s name,” and “instant messaging” to formulate their system planning for enhancing the functions of their online registration system and increasing user satisfaction.

show abstract

Does a Compromise on Fairness Exist in Using AI Models?

Zhou

Liu

Xiao

et al. 2022

AI 2022: Advances in Artificial Intelligence

View full text Add to dashboard Cite

Exploring customer perceptions toward different service volumes: An integration of means–end chain and balance theories

Cited by 18 publications

References 36 publications

Analyzing Older Adults’ Perceived Values of Using Smart Bracelets by Means–End Chain

Analyzing Older Adults’ Perceived Values of Using Smart Bracelets by Means–End Chain

What is the impact of user preferences on the design of the hospital online registration system: An integrated approach

Does a Compromise on Fairness Exist in Using AI Models?

Contact Info

Product

Resources

About