Assessing the Influence of Economic and Customer Experience Factors on Service Purchase Behaviors

Kumar, V.; Umashankar, Nita; Kim, Kihyun Hannah; Bhagwat, Yashoda

doi:10.1287/mksc.2014.0862

Cited by 61 publications

(17 citation statements)

References 58 publications

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“…Moreover, CX can result from a specific touchpoint or encounter (e.g. Kumar et al, 2014), although it can be formed considering a comprehensive customer journey (e.g. Lemon and Verhoef, 2016).…”

Section: Customer Experience and Gamificationmentioning

confidence: 99%

Gamification in the customer journey: a conceptual model and future research opportunities

Silva

Mendes²,

Teixeira³

et al. 2023

JSTP

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PurposeWhile academics and practitioners increasingly recognize the impacts of gamification on customer experience (CX), its role in the customer journey remains undeveloped. This article aims to identify how gamification can leverage each customer journey stage, integrate the findings into a conceptual model and propose future research opportunities.Design/methodology/approachSince CX and customer journey are interrelated concepts, the authors rely on CX research to identify research themes that provide insights to propose the conceptual model. A systematic review of 154 articles on the interplay between gamification and CX research published from 2013 to 2022 was performed and analyzed by thematic content analysis. The authors interpreted the results according to the service customer journey stages and the taxonomy of digital engagement practices.FindingsThis article identified five main thematic categories that shape the conceptual model (design, customer journey stages, customer, technology and context). Gamification design can support customer value creation at any customer journey stage. While gamification can leverage brand engagement at the pre-service stage by enhancing customer motivation and information search, it can leverage service and brand engagement at the core and post-service stages by enhancing customer participation and brand relationships. Moreover, customer-, technology- and context-related factors influence the gamified service experience in the customer journey.Originality/valueThis article contributes to a conceptual integration between gamification and customer journey. Additionally, it provides opportunities for future research from a customer journey perspective.

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Section: Customer Experience and Gamificationmentioning

confidence: 99%

Gamification in the customer journey: a conceptual model and future research opportunities

Silva

Mendes²,

Teixeira³

et al. 2023

JSTP

View full text Add to dashboard Cite

show abstract

“…Customer influencing refers to customers affecting others' activities within their social media network (Kumar, 2013). Customer feedback denotes current customers' active involvement in improving a company's products/services by providing feedback or suggestions (Kumar & Bhagwat, 2010;Pansari & Kumar, 2017). These relationships using RTIR are still unclear in the literature.…”

Section: Real-time Information Receiving Customer Engagement and Cust...mentioning

confidence: 99%

An empirical study of real-time information-receiving using industry 4.0 technologies in downstream operations

Ghouri

Mani

Jiao

et al. 2021

Technological Forecasting and Social Change

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“…As per Hollebeek (2011), customer engagement means a state which is at the psychological level and is triggered by interactive experiences of customer with a particular object in a specific service associations. With the help of customer feedback, firms can improve their delivery and can gather new insights for developing services (Kumar and Bhagwat, 2010). Notably, there are some "intangible benefits" of CE too; these include privacy sharing, permission marketing and the ability to provide relevant information, for instance, for new hotel service development (Kumar and Bhagwat, 2010).…”

Section: Theoretical Background and Hypotheses Development 21 Custome...mentioning

confidence: 99%

Customer participation in service innovation using SNS smartphone apps: an investigation of the Indian hotel service industry

Sarmah

Shukla

Chatterjee³

et al. 2021

IJOEM

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PurposeExisting research lacks a comprehensive understanding of the individual factors that may transform an “ordinary” customer into an active participator in the service innovation process and/or the situational factors that determine a customer's participation in any stage of the service innovation process. The purpose of this paper is to fill these research gaps by developing and validating a conceptual framework on CPSIB in the Indian hotel industry by using smartphones to access SNS apps.Design/methodology/approachA cross-sectional survey design method was used in this study to collect representative samples with greater response rates. The target population included in this study were hotel guests of all of the star category hotels in New Delhi who had earlier experiences of staying in star category hotels. Structured questionnaire was formulated, which was later pre-tested to confirm its reliability and validity. Out of 400 questionnaires, 348 usable responses were obtained.FindingsThis research examines CPSIB in the Indian hotel industry using SNS smartphone apps. It confirms that user innovativeness and perceived trust in the service provider determine customers' participative service innovation behavior, which further results in positive adoption intention via SNS smartphone apps.Research limitations/implicationsThis research provides valuable insights into the hotel industry, specifically in the context of India. However, it has a few limitations that must be taken into account when generalizing its results.Practical implicationsFirst, investigating the key antecedents and consequences of CPSIB has important implications for marketing practitioners. Moreover, it was observed that hotel guests with higher innovativeness and trust in the service provider would show positive participative service innovation behavior toward innovating new services along with the hotel service providers, which may result in a positive adoption intention toward the newly developed services. Second, hoteliers should integrate hotel guests into hotel service innovation via the use of SNS smartphone apps.Social implicationsThis research conceptualizes that user innovativeness is a driving factor for CPSIB that may further generate a positive adoption intention toward newly developed services.Originality/valueTo the best of the authors’ knowledge, only a very few studies have tested the interrelationships between individual factors and customer participation behavior in the mobile technology-mediated service ecosystem simultaneously. Furthermore, research examining the individual and situational factors influencing CPSIB and adoption intention towards newly developed services using SNS smartphone apps is still in a nascent stage.

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Assessing the Influence of Economic and Customer Experience Factors on Service Purchase Behaviors

Cited by 61 publications

References 58 publications

Gamification in the customer journey: a conceptual model and future research opportunities

Gamification in the customer journey: a conceptual model and future research opportunities

An empirical study of real-time information-receiving using industry 4.0 technologies in downstream operations

Customer participation in service innovation using SNS smartphone apps: an investigation of the Indian hotel service industry

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