Gauging customers’ negative disconfirmation in online post-purchase behaviour: The moderating role of service recovery

Mazhar, Muhammad; Ting, Ding Hooi; Abbasi, Amir Zaib; Nadeem, Muhammad; Abbasi, Haider Ali

doi:10.1080/23311975.2022.2072186

Cited by 15 publications

(12 citation statements)

References 108 publications

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“…The findings of this study also reveal the important mediating role of psychological contract breach in the relationship between expectancy disconfirmation and value co-destruction in OICs. This finding provides empirical support for the open innovation ecosystem model proposed in previous studies [ 39 , 40 , 41 ] and underscores the significance of users as external innovation sources for virtual digital communities [ 42 ]. This study highlights the importance of the psychological contract between community users and enterprises, which is based on the belief that the community user will reciprocate the community’s contribution and involves the user’s belief in their own contributions and reciprocal rewards from the community.…”

Section: Discussionsupporting

confidence: 83%

“…The present study posits that a gap between user expectations and community innovation activities can have adverse consequences for value creation in OICs. Specifically, users who hold self-interest expectations anticipate receiving extrinsic rewards such as financial compensation, points, and honorary titles for their knowledge sharing efforts [ 40 ]. However, the enterprise may fail to deliver on the promised rewards or distribute virtual rewards that lack tangible value, leading to a misalignment between user expectations and actual rewards received, and resulting in hesitation to dedicate time and effort towards innovation activities they perceive as “futile” [ 41 ].…”

Section: Theoretical Foundation and Research Hypothesesmentioning

confidence: 99%

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Navigating Value Co-Destruction in Open Innovation Communities: An Empirical Study of Expectancy Disconfirmation and Psychological Contracts in Business Analytics Communities

Daradkeh

2023

Behavioral Sciences

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Enterprises seeking to enhance their innovation capabilities are increasingly turning to open innovation communities (OICs), which allow them to leverage the collective knowledge and collaborative potential of external users, providing a powerful source of new and innovative ideas. Despite their potential for value co-creation, recent research suggests that value co-destruction can also occur within OICs. However, the mechanisms underlying value co-destruction in OICs have not yet been fully explored or empirically examined. To address this gap, this study employs expectancy disconfirmation theory and psychological contract theory to investigate the relationship between user expectancy disconfirmation and value co-destruction in OICs. Drawing upon data collected from a questionnaire survey of business analytics OICs, this study reveals that self-interest expectancy disconfirmation has a positive effect on value co-destruction, which is mediated by the transactional psychological contract breach. In addition, social interaction expectancy disconfirmation is found to have a positive impact on value co-destruction, which is mediated by the relational psychological contract breach. The study further reveals that self-worth expectancy disconfirmation of community users positively influences value co-destruction, which is mediated by the ideological psychological contract breach. Moreover, the study demonstrates the crucial role of perceived organizational status in moderating the ideological psychological contract breach resulting from self-worth expectancy disconfirmation. Collectively, these findings contribute valuable insights into the phenomenon of value co-destruction in OICs, and provide practical guidance for enterprises seeking to enhance the development and performance of these innovation paradigms.

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Section: Discussionsupporting

confidence: 83%

Section: Theoretical Foundation and Research Hypothesesmentioning

confidence: 99%

Navigating Value Co-Destruction in Open Innovation Communities: An Empirical Study of Expectancy Disconfirmation and Psychological Contracts in Business Analytics Communities

Daradkeh

2023

Behavioral Sciences

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“…Individuals who take the entrepreneurial initiative must develop the necessary service recovery strategies to avoid failure during their entrepreneurial journeys. Therefore, future researchers should develop an integrated conceptual framework using qualitative methods to conceptualise the relationship between EE, its antecedents, and entrepreneurial service recovery strategies to overcome entrepreneurial failure (Mazhar et al , 2022; Mazhar et al , 2021). Thirdly, the roles of experiential value, value creation and value co-creation have rarely been investigated in the context of EI or EE.…”

Section: Discussion Practical Implications Agenda For Future Research...mentioning

confidence: 99%

Do entrepreneurial self-efficacy, entrepreneurial motivation, and family support enhance entrepreneurial intention? The mediating role of entrepreneurial education

Saoula

Shamim

Ahmad

et al. 2023

APJIE

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Purpose Entrepreneurship is an important paradigm for enhancing the economic well-being of nations. However, despite heated debate about the significant role of entrepreneurial education (EE) in developing favourable entrepreneurial intention (EI), little is known about the role of individuals’ entrepreneurial self-efficacy (ES), entrepreneurial motivation (EM) and family support (FS), which the authors investigated in this study. Design/methodology/approach This study has used a quantitative research design to collect data from 334 young people from various Malaysian higher education institutes using a purposive sampling technique and a deductive approach based on the theory of planned behaviour (TPB). Findings The findings revealed interesting insights into the criticality of young people’s ES, EM and FS in learning methods, techniques and skills to start new enterprises. Moreover, EE was a significant mediator of the relationship between individual self-efficacy, FS, EM and EI. Originality/value This study is among the few to contribute to strategic management scholarship by designing a framework based on the idea that EE relies on diverse factors, particularly ES, EM and FS. These factors encourage Malaysian young people to seek the necessary education to develop favourable EI and launch successful businesses.

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“…Respondents were informed briefly about the study design. This data collection technique is in line with Mazhar et al (2022) who have used the same study design for data collection. The respondents were further given an approximate time to complete the questionnaire, which is around 10 min.…”

Section: Methodsmentioning

confidence: 85%

“…It is important to enhance the understanding through service recovery once there has been a service failure. Therefore, future research studies should integrate this commitment–trust-based theoretical framework with service recovery by discussing how firms should respond once there has been a trust–commitment breach, which leads to service failure (Mazhar et al , 2022, for further reference). Finally, the present study was designed on cross-sectional research design.…”

Section: Limitations and Agenda For Future Researchmentioning

confidence: 99%

Forging customer satisfaction through commitment-trust factors in financial insurance services: moderating role of corporate image

Saoula

Abid

Ahmad

et al. 2023

JIMA

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Purpose It is widely evident that trust and commitment are important pillars for strengthening the relationship between financial service firms and their customers. However, it has not been explored how the service quality, perceived cost and role of agents are important for financial service firms. To overcome this gap, this study aims to investigate the role of service quality, perceived cost and the role of agents as the commitment–trust factors in the financial insurance service (Takaful) in Malaysia, enhancing customer satisfaction. Design/methodology/approach The study follows a quantitative design in which primary data was collected using a survey instrument. The measurement instrument was adapted from the previous research, and data were collected from 264 customers of the Takaful financial service organizations in Malaysia. The data were analyzed using variance-based structural equational modeling in Smart-PLS software. Findings This research has revealed several useful insights that demonstrate a significant impact on service quality, perceived cost and the agents’ role in forging close relationships with their customers. Corporate image has a moderating role in relationships and has significantly impacted takaful insurance companies. The results imply that regardless of the corporate image of the financial service organizations, customers are concerned about the prices and the quality of the agents’ services. Research limitations/implications In this study, only the predictors such as service quality, perceived costs and agents’ roles as trust–commitment factors were examined to determine customer satisfaction. Other investigations are highly recommended, such as value co-creation in takaful, takaful customer experience and takaful trust. This study offers insights to takaful insurance companies on how to keep up a positive corporate image, which will boost their trust–commitment factors and ultimately increase customer satisfaction. Originality/value By presenting commitment–trust factors and company image in an identifiable framework, the current study has expanded the discussion on takaful financial insurance services. The methodology is developed and rigorously tested to gauge customer satisfaction in takaful financial service organizations’ context.

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Gauging customers’ negative disconfirmation in online post-purchase behaviour: The moderating role of service recovery

Cited by 15 publications

References 108 publications

Navigating Value Co-Destruction in Open Innovation Communities: An Empirical Study of Expectancy Disconfirmation and Psychological Contracts in Business Analytics Communities

Navigating Value Co-Destruction in Open Innovation Communities: An Empirical Study of Expectancy Disconfirmation and Psychological Contracts in Business Analytics Communities

Do entrepreneurial self-efficacy, entrepreneurial motivation, and family support enhance entrepreneurial intention? The mediating role of entrepreneurial education

Forging customer satisfaction through commitment-trust factors in financial insurance services: moderating role of corporate image

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