Video-Based Methodology: Capturing Real-Time Perceptions of Customer Processes

Echeverri, Per

doi:10.1142/9781860948893_0012

Cited by 11 publications

(23 citation statements)

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“…Prior research has advocated a prospective, naturalistic, observational design (Ma and Dubé 2011) to mitigate the recall and desirability biases of retrospective self-report studies. To overcome both obtrusiveness (e.g., observers hinder natural interactions) and incompleteness (e.g., observers miss details) concerns, video-recorded observations of real-time interactions are effective (Echeverri 2005). However, recording customers raises privacy concerns, and firms rarely use video recording for purposes other than safety, theft, and criminal control.…”

Section: Research Settingmentioning

confidence: 99%

Frontline Problem-Solving Effectiveness: A Dynamic Analysis of Verbal and Nonverbal Cues

Marinova

Singh

2018

Journal of Marketing Research

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This study examines the impact of frontline employees' problem solving on customer satisfaction (CSAT) during ongoing interactions prompted by service failures and complaints. Using outsourced regulation theory, the authors predict negative moderating effects of frontline relational work and displayed affect on the dynamic influence of frontline solving work on CSAT. Frontline employees' verbal (nonverbal) cues provide the basis to identify solving and relational work (displayed affect). The authors test hypotheses with data from video recordings of real-life problem-solving interactions involving airline customers as well as a controlled experimental study. They find that frontline solving work has a positive effect on CSAT, and it increases in magnitude as the interaction unfolds. However, this positive effect becomes weaker for relatively higher levels of frontline relational work or displayed affect and, conversely, stronger for relatively lower levels over time. In summary, overdoing relational work and overdisplaying positive affect diminish the efficacy of problem-solving interactions, a finding that provides implications for theory and practice.

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Section: Research Settingmentioning

confidence: 99%

Frontline Problem-Solving Effectiveness: A Dynamic Analysis of Verbal and Nonverbal Cues

Marinova

Singh

2018

Journal of Marketing Research

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“…Two notable exemptions are the studies of Echeverri (2005) and Dziekan (2008) in the public transport context. However, the earlier mentioned study focuses mainly on methodological aspects, while the latter mentioned study focuses on information and orientation aspects in the servicescape.…”

Section: Research On Servicescapementioning

confidence: 99%

“…Moreover, the video-based method seems appropriate in order to investigate interactive processes of services (Echeverri, 2005;Heath et al, 2010) and enables marketing research to be "more attuned to the lived realities of everyday consumption" (Belk and Kozinets, 2005, p. 128).…”

Section: Data Collectionmentioning

confidence: 99%

Exploring internal mechanisms forming customer servicescape experiences

Pareigis

Echeverri

Edvardsson

2012

Journal of Service Management

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PostprintThis is the accepted version of a paper published in Journal of Service Management. This paper has been peer-reviewed but does not include the final publisher proof-corrections or journal pagination.Citation for the original published paper (version of record):Pareigis, J., Echeverri, P., Edvardsson, B. (2012) Exploring internal mechanisms forming customer servicescape experiences. Journal of Service Abstract:Purpose -The aim of this paper is to explore customer interactions with servicescapes and to explain in more depth the internal mechanisms that form the customer service experience. Design/methodology/approach -The paper draws on an empirical study of customers using Swedish public transport systems. Data collection is based on a micro-ethnographic approach, using think-aloud protocols and video documentation. Findings -The results from the empirical study contribute with a framework of three constellations of activities and interactions: namely, identifying, sense-making, and using, which, depending on the empirical context, form two main customer process practicesnavigating and ticketing. These constructs are theoretical and have implications for service research in the sense that they explain how customer experiences are formed. Practical implications -Managers should focus on making the servicescape design intuitive, meaningful and easy to use for their customers and, depending on the empirical context, support the customer processes of finding one's way and ticketing. Limitations/Future research -While the conceptual framework is arguably applicable also to other servicescape processes and thus has the capacity to explain how a wide range of customer experiences are formed, the study is based on one industry. Consequently, it would be worthwhile to verify our framework in different service settings. Originality/value -The study is novel by applying a micro-ethnological research approach in order to provide a systematic empirical analysis of how constellations of activities and interactions in servicescape processes create customer responses and thus form the customer's service experience.

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“…Other applications of video-based methodologies in service systems are in capturing real-time perceptions of customer processes [36] and navigating multi-modal public transport systems [37]. Video-based methodology was used in the collection of real-time user perception data for determining important factors for measurement and analysis of service processes but they both focus on customer's experience.…”

Section: Figure (2):-simplified Learning and Detection Phase Of The Trolley Tracking Systemmentioning

confidence: 99%

Harnessing constrained resources in service industry via video analytics

2018

Arch Ind Engg

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Service industries contribute significantly to many developed and developing - economies. As their business activities expand rapidly, many service companies struggle to maintain customer’s satisfaction due to sluggish service response caused by resource shortages. Anticipating resource shortages and proffering solutions before they happen is an effective way of reducing the adverse effect on operations. However, this proactive approach is very expensive in terms of capacity and labor costs. Many companies fall into productivity conundrum as they fail to find sufficient strong arguments to justify the cost of a new technology yet cannot afford not to invest in new technologies to match up with competitors. The question is whether there is an innovative solution to maximally utilize available resources and drastically reduce the effect that the shortages of resources may cause yet achieving high level of service quality at a low cost. This work demonstrates with a practical analysis of a trolley tracking system we designed and deployed at Hong Kong International Airport (HKIA) on how video analytics helps achieve management’s goal of satisfying customer’s needs via real-time detection and prevention of problems they may encounter during the service consumption process using existing video technology rather than adopting new technologies. This paper presents the integration of commercial video surveillance system with deep learning algorithms for video analytics. We show that our system can provide accurate decision when faced with total or partial occlusion with high accuracy and it significantly improves daily operation. It is envisioned that this work will heighten the appreciation of integrative technologies for resource management within the service industries and as a measure for real-time customer assistance.

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Video-Based Methodology: Capturing Real-Time Perceptions of Customer Processes

Cited by 11 publications

References 0 publications

Frontline Problem-Solving Effectiveness: A Dynamic Analysis of Verbal and Nonverbal Cues

Frontline Problem-Solving Effectiveness: A Dynamic Analysis of Verbal and Nonverbal Cues

Exploring internal mechanisms forming customer servicescape experiences

Harnessing constrained resources in service industry via video analytics

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