Trust as a facilitator of co-creation in customer-salesperson interaction – an imperative for the realization of episodic and relational value?

Baumann, Jasmin; Meunier‐FitzHugh, Kenneth Le

doi:10.1007/s13162-013-0039-8

Cited by 34 publications

(27 citation statements)

References 77 publications

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“…Trust constitutes "a multidimensional psychological state containing interrelated emotional and cognitive elements as well as cultural meanings, beliefs and social interactions" [60] (p. 4). Student trust allows for an effective adoption and implementation of HESD at HE institutions [56].…”

Section: The Proposed Modelmentioning

confidence: 99%

Enhancing Education for Sustainable Development in Environmental University Programmes: A Co-Creation Approach

2018

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Abstract:The purpose of this study is to analyse co-creation approach as a strategy at HE as a prerequisite for a successful implementation of sustainable development (HESD), while considering student collaboration in university processes. A questionnaire was handed in to 395 undergraduate environmental students from twelve Ecuadorian universities to test a structural equation model that included four variables-participation, co-creation, satisfaction, and trust. It is worth noting that these topics are increasingly relevant in competitive and innovative universities when promoting management in HESD. The results verify that student participation, as one of the key ESD skills, has a significant and positive influence on co-creation as a generator of student satisfaction and trust, especially in this context. Co-creation, from a higher education perspective, from the premise that students are the centre of the learning process, reinforces the education quality principles in an innovative way, and promotes the HESD perspectives.

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Section: The Proposed Modelmentioning

confidence: 99%

Enhancing Education for Sustainable Development in Environmental University Programmes: A Co-Creation Approach

2018

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“…Sellers have different points of interaction to relate to a consumer, therefore, it is important to understand what role the seller must fulfill in the sales process [63]. The consumer considers that the seller's intervention in this stage is, in many occasions, a specific source of referential information on the decision making process.…”

Section: Changing Paradigms In Sellingmentioning

confidence: 99%

“…Furthermore, the skills of the seller (personality, experience) are important in developing and exploiting their potential. Figure 1 conceptualizes the importance of these relationships where these variables affect the development of the sales force [61,63].…”

Section: Changing Paradigms In Sellingmentioning

confidence: 99%

Empowerment of the Sales Forces in 2000s

Fernández¹,

Pinuer²

2020

Modern Perspectives in Business Applications

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This chapter discusses the importance of customer value orientation to achieve good results from the sales team. The text analyzes how the management of several variables in human resources is fundamental towards good performance of the sales force. Their behavior and attitude is essential in helping companies develop longterm profitable relationships with customers. Hence, by assessing employee perceptions on incentive policies, and the training they have received, positive impacts on job satisfaction and customer orientation can be found. The career stage of the sales force has a relevant effect on management decisions as the life cycle influences the expectations of the sales force, the type of training, the incentive policies, and the level of commitment to the organization. In order to achieve good performance, it is essential to consider the dynamic and changing context where the omnichannel variable has a high presence in the reality of the sales area. For this reason, this chapter presents a model that can contribute to the empowerment of the sales force.

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“…Ambos componentes aumentan la lealtad de los estudiantes, que se muestra como las recomendaciones dadas en el boca a boca generado por los estudiantes, y en un aumento de las intenciones de seguir estudios futuros. En términos de satisfacción, se puede argumentar que la lealtad es el resultado de un cliente satisfecho (Baumann y Le Meunier-FitzHugh, 2013;Lam, Shankar, Erramilli y Murthy, 2004;Stauss y Neuhaus, 1997). A mayores niveles de satisfacción se reduce la rotación de los clientes a través del fortalecimiento de la retención (Kim et al, 2004).…”

Section: Co-creación Y Lealtadunclassified

Revisión sistemática de literatura de las variables clave del proceso de co-creación en las instituciones de educación superior. Literature review of the key variables of the co-creation process in higher education institutions.

Ribes‐Giner

Marín

Díaz

2017

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La co-creación de valor ha sido ampliamente desarrollada como un nuevo paradigma en la gestión de la innovación, permitiendo a empresas y clientes crear valor a través de las interacciones entre los diferentes stakeholders. Este enfoque ha sido principalmente abordado en el ámbito empresarial, no siendo aplicado en profundidad en el contexto universitario. Es por esta razón que el principal aporte del presente trabajo es profundizar, mediante una revisión de la literatura, en el concepto de co-creación de valor en Instituciones de Educación Superior centrándose específicamente en la interacción entre el estudiante y la universidad. De igual forma, se estudian las relaciones entre los diferentes factores clave involucrados: participación comunicativa, confianza, satisfacción y lealtad. El objetivo del estudio es identificar hasta qué punto dichos factores son relevantes en un modelo de co-creación de valor en entornos de educación superior. Como resultado, se identifican 111 documentos relevantes relacionados con el tema abordado.Esta perspectiva corresponde a las nuevas tendencias de enseñanza-aprendizaje en la universidad, en la cual los profesores dejan de ser el centro del proceso y pasan a ser solo una parte de este. Este cambio convierte a los estudiantes en la columna vertebral del proceso de co-creación de valor; proporcionando esta investigación un marco conceptual que respalda futuros estudios de co-creación en las instituciones universitarias.Value co-creation has been broadly developed as a new paradigm in management innovation. It allows companies and customers to create value through interaction. However, it has not been examined in depth in Higher Education contexts as a type of service industry. The present paper clarifies value co-creation in Higher Education Institutions, analysing the relationships between key factors affecting it: communicative participation, trust, satisfaction and loyalty. A literature review was conducted, resulting in 84 relevant papers dealing with the studied topic. The study was focused on the micro level, and, specifically, it analyses the relation between students and Higher Education institutions as main actors of value co-creation within this context. This perspective corresponds to the new trends in university teaching-learning framework, where professors are no longer the heart of the process, to become just a part of it. This shift makes students the backbone of the value co-creation process. This study provides, among other things, a conceptual framework to endorse further works on value co-creation in Higher Education institutions.Palabras clave: Co-creación, participación comunicativa, confianza, satisfacción, lealtad, educación superior.

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Trust as a facilitator of co-creation in customer-salesperson interaction – an imperative for the realization of episodic and relational value?

Cited by 34 publications

References 77 publications

Enhancing Education for Sustainable Development in Environmental University Programmes: A Co-Creation Approach

Enhancing Education for Sustainable Development in Environmental University Programmes: A Co-Creation Approach

Empowerment of the Sales Forces in 2000s

Revisión sistemática de literatura de las variables clave del proceso de co-creación en las instituciones de educación superior. Literature review of the key variables of the co-creation process in higher education institutions.

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