Understanding effects of co-creation on cognitive, affective and behavioral evaluations in service recovery: An ethnocultural analysis

Gohary, Ali; Hamzelu, Bahman; Pourazizi, Lida; Hanzaee, Kambiz Heidarzadeh

doi:10.1016/j.jretconser.2016.03.016

Cited by 38 publications

(30 citation statements)

References 121 publications

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“…The questionnaire items were based on many previous studies reviewed but modified to suit the research context (e.g., Antonides et al, 2002;Bae and Kim, 2014;Bougoure et al, 2015;Gohary et al 2016;Lee et al, 2012;Lin et al, 2015;Maher and Sobh, 2014;McQyuilken, 2017;Nadiri, 2016). It had two sections in all; one section focused on the five organisation's WTM strategies and WTS as indicated in the conceptual framework, and the other sections related to respondent background data such as gender, age, education, income and bank account type.…”

Section: Methodsmentioning

confidence: 99%

“…A review of the extant literature reveals that much of the research in waiting time phenomenon that affect banking institutions has been done in developed economies (e.g., Antonides et al, 2002;Bae and Kim, 2014;Bougoure et al, 2015;Gohary et al, 2016;Lee et al, 2012;Lerclec et al, 1995;Lin et al, 2015;Maher and Sobh, 2014;McQyuilken, 2017;Nadiri, 2016;Palawatta, 2015). There is very limited empirical research in the area of customer PWT in developing country banking context (e.g., Abbasi et al, 2013).…”

Section: Put Itmentioning

confidence: 99%

“…Thus, there is empirical evidence that rendering appropriate and timely apology to service customers for delay and other service failures resulting from long waiting for service provision has been found to be an effective complaint management strategy, which is able to create some level of customer satisfaction with waiting situations in banks (Bougoure et al, 2015;Gohary et al 2016;Nadiri, 2016;McQyuilken, 2017). Hence, we hypothesise that:…”

Section: Apologies and Waiting Time Satisfaction (Wts)mentioning

confidence: 99%

“…Such advanced information on likely service delays enables bank customers to make their own adjustment to overcome the effect of the delay in service. It also gives customers an impression that service providers are in control of the service delivery process, strengthening service providers' ability to management the service delivery process and provide assurance and security to customer for service delivery, while enforcing customer confidence in service provider's ability to deliver in service co-creation (Gohary et al, 2016;Jaakkola and Alexander, 2014;Vargo and Lusch, 2014). However, Kumar and Krishnamurthy (2008) found that service-time uncertainty in anticipated congestion has a critically negative impact on customers' waiting-time decisions.…”

Section: Quality Delay Information (Qdi) and Waiting Time Satisfactiomentioning

confidence: 99%

“…This contributes to theoretical support for effective management of customer PWT and WTS. It means that bank customers PWT can be managed by financial institutions to achieve sustainable business growth (Bielen et al, 2007;Bougoure et al, 2015;Gohary et al 2016;Lee et al, 2012;McQyuilken, 2017;Nadiri, 2016;Palawatta, 2015;Tarofder et al, 2016).…”

Section: Theoretical Implicationsmentioning

confidence: 99%

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Assessing the effect of Waiting Time Management Strategies on Waiting Time Satisfaction among Bank Customers in Ghana

Mbawuni

Simon²

2017

AFR

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This paper empirically assesses the effect of waiting time management strategies on consumer waiting time satisfaction (WTS) in bank institutions in an emerging economy, using Ghana banking industry as the research context. Drawing from relevant banking and financial marketing literature, a conceptual framework was developed and tested using empirical data from a cross-sectional survey of 480 sampled customers of commercial banks in Ghana. Data were analysed using partial least squares structural equation modelling (PLS-SEM). The findings indicate that, with the exception of apology for delays, the key factors that influence consumer WTS are perceived compensation, waiting environment, quality of delay information and customer mind-engagement strategies. The findings offer important theoretical and managerial implications to scholars and practitioners in the banking service context. This paper provides an initial study into waiting time management in financial services context in Sub-Saharan Africa.

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Section: Methodsmentioning

confidence: 99%

Section: Put Itmentioning

confidence: 99%

Section: Apologies and Waiting Time Satisfaction (Wts)mentioning

confidence: 99%

Section: Quality Delay Information (Qdi) and Waiting Time Satisfactiomentioning

confidence: 99%

Section: Theoretical Implicationsmentioning

confidence: 99%

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Assessing the effect of Waiting Time Management Strategies on Waiting Time Satisfaction among Bank Customers in Ghana

Mbawuni

Simon²

2017

AFR

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Timing co‐creation: A reward‐based crowdfunding perspective

Primanti,

Japutra,

van Doorn

et al. 2023

J of Consumer Behaviour

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Reward‐based crowdfunding provides a rich arena for co‐creation, where different types of dialogues between backers and project initiators aid crowdfunding performance. Nevertheless, research on how backers' co‐creation, in the form of comments, influences crowdfunding performance is still scarce. Based on signaling theory, this research investigates the impact of backers' specific co‐creation comments (we coded comments for co‐ideation, co‐evaluation, and co‐design) on crowdfunding performance. The present study also examines whether the timing of posting co‐creation comments influences associated performance benefits. We used a panel dataset of 446 reward‐based crowdfunding projects with 7254 observation days. The results show that backers' co‐ideation and co‐evaluation activity leads to a higher funding amount. Furthermore, the impact of co‐ideation is higher for comments made early in the project's lifecycle, while the effect of co‐design is wholly contingent on the time of commenting, with early co‐design comments contributing negatively to crowdfunding performance.

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Online Service Failure and Recovery Strategies: Examining the Influences of User-Generated Content

Ayertey

Ranfagni

Okafor

2021

The Art of Digital Marketing for Fashion and Luxury Brands

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Understanding effects of co-creation on cognitive, affective and behavioral evaluations in service recovery: An ethnocultural analysis

Cited by 38 publications

References 121 publications

Assessing the effect of Waiting Time Management Strategies on Waiting Time Satisfaction among Bank Customers in Ghana

Assessing the effect of Waiting Time Management Strategies on Waiting Time Satisfaction among Bank Customers in Ghana

Timing co‐creation: A reward‐based crowdfunding perspective

Online Service Failure and Recovery Strategies: Examining the Influences of User-Generated Content

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