Electronic Service Quality and Value

Barrutia, José M.; Gilsanz, Ainhize

doi:10.1177/1094670512468294

Cited by 92 publications

(31 citation statements)

References 37 publications

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“…Consumers' product knowledge influences their evaluation criteria for a given product [60], thus further influencing their purchasing behaviour [28]. In a previous study, Matsumoto et al [28] found that 80% of US consumers have heard about the existence of remanufactured auto parts, whereas only 20% of Japanese consumers have been familiar with the term "remanufactured auto parts".…”

Section: Product Knowledgementioning

confidence: 99%

Consumer Perception of Remanufactured Automotive Parts and Policy Implications for Transitioning to a Circular Economy in Sweden

Milios¹,

Matsumoto²

2019

Sustainability

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Promoting longer lifetimes and efficient re-use of products has a significant potential to save resources and reduce adverse environmental impacts, especially for products that have large resource footprints related to extraction and production processes, as for instance automobiles. Remanufacturing is a product life extension strategy promoting the effective and efficient re-use of products by replacing worn-out components with used or end-of-life parts restored to “like-new” condition and functionality. For developing remanufacturing processes, it is important to take into account the consumers’ perception of remanufactured products, together with factors such as technology and operations management. Previous research has concluded that the perception of a product or service constitutes a critical factor in consumers’ decision-making. However, there is a lack of studies exploring consumers’ perceptions of remanufactured parts, especially in Europe. This contribution analyses the results of an on-line survey (n = 203) of Swedish consumers, concerning their familiarity with remanufactured auto parts and their perceptions on associated benefits and risks. The survey revealed that Swedish car owners have limited knowledge about remanufactured parts. On the other hand, they do recognise the benefits of using such parts, without showing a significant risk aversion in their purchase decision. The survey also explored consumers’ opinion on potential measures to bridge the identified gap in knowledge, revealing that although they would trust a quality certification scheme for remanufactured auto parts—preferably set up by an industry association—that would not be the most critical factor in their purchase decision. Concluding, the article points out the potential of policy interventions to raise consumers’ perception of remanufactured parts to create a market pull for expanding their uptake, and thus increasing the overall resource efficiency in the automotive sector.

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Section: Product Knowledgementioning

confidence: 99%

Consumer Perception of Remanufactured Automotive Parts and Policy Implications for Transitioning to a Circular Economy in Sweden

Milios¹,

Matsumoto²

2019

Sustainability

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“…The influence of co-creation on trust building and as a signal for assurance and trust, much similar to that of 'brands,' in faceless online transactions is a less understood domain Barrutia, and Gilsanz (2013): Resource integration and the perceived value of websites.…”

Section: Co-creation Examplesmentioning

confidence: 99%

Atypical Shifts Post-failure: Influence of Co-creation on Attribution and Future Motivation to Co-create

Sugathan

Ranjan

Mulky

2017

Journal of Interactive Marketing

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This study investigates how the effect of the failure of co-created products or services influences: (a) internal attribution (i.e. the self) and external attribution (i.e. the firm), (b) customers’ expectancies of success, and (c) customers’ future motivation to co-create and contribute to recovery from failure. We use attribution theory and the attribution–expectancy framework to explain the theoretical relationships we advance and test our hypotheses in two independent experiments that stimulate co-creation through role-play and vignettes. The results show that customer co-creation shifts the attribution for failure to the self, resulting in atypical shifts in expectancy (increasing customers’ expectancy of future success and motivation to continue co-creating in the future). Our results suggest that utilizing customers’ efforts and skills in the co-creation of products and services can help firms to manage failure effectively. The implications of our findings on co-creation research and product and service failures are discussed, specific applications within the digital context are considered, and suggestions are offered for future research.

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“…We have defined the service innovation as value creation process by players of service structures; value is created for themselves and others, to augments the well-being of all through better processes. (Barrutia & Gilsanz, 2013;Edvardsson & Tronvoll, 2013).…”

Section: Service Innovationmentioning

confidence: 99%

Linking Interactive and Supportive Service Innovation with Customer Satisfaction Through Customer Value Creation

Alharthey¹

2018

IJMS

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The main purpose of this study is to investigate the impact of service innovation (interactive and supportive) on customer satisfaction and mediating role of customer value creation. Cross sectional study is conducted in non-contrived setting and primary data is collected from the mobile users. Hypotheses are tested with a sample of 275 respondents and mediation whereas model fit is done using Smart PLS3. Results indicate that customer value creation significantly mediates the relationship between service innovation and customer satisfaction. The research is conducted on small scale and data has been collected from small geographical location (Riyadh/ Jeddah). The research would be more robust if it is conducted in other geographical area and variable (i.e. value co-creation) would be studied as mediator and customer participation as moderator. This research high lights the customer satisfaction process through value creation.

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Electronic Service Quality and Value

Cited by 92 publications

References 37 publications

Consumer Perception of Remanufactured Automotive Parts and Policy Implications for Transitioning to a Circular Economy in Sweden

Consumer Perception of Remanufactured Automotive Parts and Policy Implications for Transitioning to a Circular Economy in Sweden

Atypical Shifts Post-failure: Influence of Co-creation on Attribution and Future Motivation to Co-create

Linking Interactive and Supportive Service Innovation with Customer Satisfaction Through Customer Value Creation

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