Publicação
Experiential Value in Multi-Actor Service Ecosystems
| Resumo: | Interactions in service ecosystems, as opposed to the service dyad, have recently gained much attention from research. However, it is still unclear how they influence a customer’s experiential value and trigger desired prosocial behavior. The purpose of this study is to identify which elements of the multi-actor service ecosystem contribute to a customer’s experiential value and to investigate its relation to a customer’s interaction attitude and inter-customer helping behavior. The authors adopted a scale development procedure from the existing literature. Service, brand, retail and tourism management research as well as expert feedback is used to generate a pool of 33 items. Exploratory and confirmatory factor analysis (CFA) were conducted. The scale was validated based on more than 468 responses to a CASI at one of the world’s largest trade shows. Scale-development procedure was followed by structural equation modeling. CFA supports that experiential value in multi-actor ecosystems comprises five dimensions. The functional value of personnel (professionalism), the perception of other customers’ appearance (similarity), the perception of other customers’ behavior (suitable behavior), multisensory stimuli (sensory appeal), and a customer’s enjoyment (playfulness). Experiential value positively and directly relates to a customer’s interaction attitude and inter-customer helping behavior. Furthermore, the effect of experiential value on inter-customer helping behavior is partially mediated by interaction attitude. Managers interested in getting more out of interactions with customers will develop an understanding for the interplay between the physical environment and individuals within a multi-actor ecosystem. Social scientists and managers can use the scale to assess experiential value, encourage a customer’s interaction attitude and utilize the customers’ influence on their peers. This paper synthesizes insights from existing research on experiential value, from various fields, in one scale. This holistic approach is the first to simultaneously account for a customer’s interactions with the multisensory physical environment, personal interactions with employees and interactions between customers in a multi-actor service ecosystem. |
|---|---|
| Autores principais: | Weretecki, Patrick |
| Outros Autores: | Greve, Goetz; Henseler, Jörg |
| Assunto: | customer engagement experiential value inter-customer helping behavior interaction attitude multi-actor service ecosystem prosocial behavior scale development General Psychology |
| Ano: | 2021 |
| País: | Portugal |
| Tipo de documento: | artigo |
| Tipo de acesso: | acesso aberto |
| Instituição associada: | Universidade Nova de Lisboa |
| Idioma: | inglês |
| Origem: | Repositório Institucional da UNL |
| _version_ | 1868983279012544512 |
|---|---|
| author | Weretecki, Patrick |
| author2 | Greve, Goetz Henseler, Jörg |
| author2_role | author author |
| author_facet | Weretecki, Patrick Greve, Goetz Henseler, Jörg |
| author_role | author |
| contributor_name_str_mv | Information Management Research Center (MagIC) - NOVA Information Management School NOVA Information Management School (NOVA IMS) Frontiers Media RUN |
| country_str | PT |
| creators_json_txt | [{\"Person.name\":\"Weretecki, Patrick\"},{\"Person.name\":\"Greve, Goetz\"},{\"Person.name\":\"Henseler, Jörg\"}] |
| datacite.contributors.contributor.contributorName.fl_str_mv | Information Management Research Center (MagIC) - NOVA Information Management School NOVA Information Management School (NOVA IMS) Frontiers Media RUN |
| datacite.creators.creator.creatorName.fl_str_mv | Weretecki, Patrick Greve, Goetz Henseler, Jörg |
| datacite.date.Accepted.fl_str_mv | 2021-01-12T00:00:00Z |
| datacite.date.available.fl_str_mv | 2021-02-08T23:20:38Z |
| datacite.date.embargoed.fl_str_mv | 2021-02-08T23:20:38Z |
| datacite.rights.fl_str_mv | http://purl.org/coar/access_right/c_abf2 |
| datacite.subjects.subject.fl_str_mv | customer engagement experiential value inter-customer helping behavior interaction attitude multi-actor service ecosystem prosocial behavior scale development General Psychology |
| datacite.titles.title.fl_str_mv | Experiential Value in Multi-Actor Service Ecosystems Scale Development and Its Relation to Inter-Customer Helping Behavior |
| dc.contributor.none.fl_str_mv | Information Management Research Center (MagIC) - NOVA Information Management School NOVA Information Management School (NOVA IMS) Frontiers Media RUN |
| dc.creator.none.fl_str_mv | Weretecki, Patrick Greve, Goetz Henseler, Jörg |
| dc.date.Accepted.fl_str_mv | 2021-01-12T00:00:00Z |
| dc.date.available.fl_str_mv | 2021-02-08T23:20:38Z |
| dc.date.embargoed.fl_str_mv | 2021-02-08T23:20:38Z |
| dc.format.none.fl_str_mv | application/pdf |
| dc.identifier.none.fl_str_mv | http://hdl.handle.net/10362/111516 |
| dc.language.none.fl_str_mv | eng |
| dc.rights.none.fl_str_mv | http://purl.org/coar/access_right/c_abf2 |
| dc.subject.none.fl_str_mv | customer engagement experiential value inter-customer helping behavior interaction attitude multi-actor service ecosystem prosocial behavior scale development General Psychology |
| dc.title.fl_str_mv | Experiential Value in Multi-Actor Service Ecosystems Scale Development and Its Relation to Inter-Customer Helping Behavior |
| dc.type.none.fl_str_mv | http://purl.org/coar/resource_type/c_6501 |
| description | Interactions in service ecosystems, as opposed to the service dyad, have recently gained much attention from research. However, it is still unclear how they influence a customer’s experiential value and trigger desired prosocial behavior. The purpose of this study is to identify which elements of the multi-actor service ecosystem contribute to a customer’s experiential value and to investigate its relation to a customer’s interaction attitude and inter-customer helping behavior. The authors adopted a scale development procedure from the existing literature. Service, brand, retail and tourism management research as well as expert feedback is used to generate a pool of 33 items. Exploratory and confirmatory factor analysis (CFA) were conducted. The scale was validated based on more than 468 responses to a CASI at one of the world’s largest trade shows. Scale-development procedure was followed by structural equation modeling. CFA supports that experiential value in multi-actor ecosystems comprises five dimensions. The functional value of personnel (professionalism), the perception of other customers’ appearance (similarity), the perception of other customers’ behavior (suitable behavior), multisensory stimuli (sensory appeal), and a customer’s enjoyment (playfulness). Experiential value positively and directly relates to a customer’s interaction attitude and inter-customer helping behavior. Furthermore, the effect of experiential value on inter-customer helping behavior is partially mediated by interaction attitude. Managers interested in getting more out of interactions with customers will develop an understanding for the interplay between the physical environment and individuals within a multi-actor ecosystem. Social scientists and managers can use the scale to assess experiential value, encourage a customer’s interaction attitude and utilize the customers’ influence on their peers. This paper synthesizes insights from existing research on experiential value, from various fields, in one scale. This holistic approach is the first to simultaneously account for a customer’s interactions with the multisensory physical environment, personal interactions with employees and interactions between customers in a multi-actor service ecosystem. |
| dirty | 0 |
| eu_rights_str_mv | openAccess |
| format | article |
| fulltext.url.fl_str_mv | https://run.unl.pt/bitstreams/275fc54b-339b-428d-8643-b6cf652ee48a/download |
| id | run_db8f4a5fdfbfb7e679ea602b1fcdad59 |
| identifier.url.fl_str_mv | http://hdl.handle.net/10362/111516 |
| inst_facet_str | urn:organizationAcronym:unl{{{_:::_}}}Universidade Nova de Lisboa |
| instacron_str | unl |
| institution | Universidade Nova de Lisboa |
| instname_str | Universidade Nova de Lisboa |
| language | eng |
| network_acronym_str | run |
| network_name_str | Repositório Institucional da UNL |
| oai_identifier_str | oai:run.unl.pt:10362/111516 |
| organization_str_mv | urn:organizationAcronym:unl |
| person_str_mv | Weretecki, Patrick Greve, Goetz Henseler, Jörg |
| publishDate | 2021 |
| repo_facet_str | urn:repositoryAcronym:run{{{_:::_}}}Repositório Institucional da UNL |
| reponame_str | Repositório Institucional da UNL |
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| service_str_mv | urn:repositoryAcronym:run |
| spelling | engenInteractions in service ecosystems, as opposed to the service dyad, have recently gained much attention from research. However, it is still unclear how they influence a customer’s experiential value and trigger desired prosocial behavior. The purpose of this study is to identify which elements of the multi-actor service ecosystem contribute to a customer’s experiential value and to investigate its relation to a customer’s interaction attitude and inter-customer helping behavior. The authors adopted a scale development procedure from the existing literature. Service, brand, retail and tourism management research as well as expert feedback is used to generate a pool of 33 items. Exploratory and confirmatory factor analysis (CFA) were conducted. The scale was validated based on more than 468 responses to a CASI at one of the world’s largest trade shows. Scale-development procedure was followed by structural equation modeling. CFA supports that experiential value in multi-actor ecosystems comprises five dimensions. The functional value of personnel (professionalism), the perception of other customers’ appearance (similarity), the perception of other customers’ behavior (suitable behavior), multisensory stimuli (sensory appeal), and a customer’s enjoyment (playfulness). Experiential value positively and directly relates to a customer’s interaction attitude and inter-customer helping behavior. Furthermore, the effect of experiential value on inter-customer helping behavior is partially mediated by interaction attitude. Managers interested in getting more out of interactions with customers will develop an understanding for the interplay between the physical environment and individuals within a multi-actor ecosystem. Social scientists and managers can use the scale to assess experiential value, encourage a customer’s interaction attitude and utilize the customers’ influence on their peers. This paper synthesizes insights from existing research on experiential value, from various fields, in one scale. This holistic approach is the first to simultaneously account for a customer’s interactions with the multisensory physical environment, personal interactions with employees and interactions between customers in a multi-actor service ecosystem.application/pdfenExperiential Value in Multi-Actor Service EcosystemsSubtitleenScale Development and Its Relation to Inter-Customer Helping BehaviorWeretecki, PatrickGreve, GoetzHenseler, JörgInformation Management Research Center (MagIC) - NOVA Information Management SchoolNOVA Information Management School (NOVA IMS)Frontiers MediaHostingInstitutionOrganizationalRUNe-mailmailto:run@unl.ptrun@unl.ptISSNIsPartOf1664-1078URNIsPartOfPURE: 27940651URNIsPartOfPURE UUID: ce5a8c57-d9c2-4977-954a-9dedc85ebadaURNIsPartOfScopus: 85100008530URNIsPartOfWOS: 000611502900001DOIIsPartOf10.3389/fpsyg.2020.5933902021-02-08T23:20:38Z2021-01-122021-01-12T00:00:00ZHandlehttp://hdl.handle.net/10362/111516http://purl.org/coar/access_right/c_abf2open accesscustomer engagementexperiential valueinter-customer helping behaviorinteraction attitudemulti-actor service ecosystemprosocial behaviorscale developmentGeneral Psychology662052 bytesliteraturehttp://purl.org/coar/resource_type/c_6501journal articlehttp://purl.org/coar/access_right/c_abf2application/pdffulltexthttps://run.unl.pt/bitstreams/275fc54b-339b-428d-8643-b6cf652ee48a/download |
| spellingShingle | Experiential Value in Multi-Actor Service Ecosystems Weretecki, Patrick customer engagement experiential value inter-customer helping behavior interaction attitude multi-actor service ecosystem prosocial behavior scale development General Psychology |
| status | SINGLETON |
| subject.fl_str_mv | customer engagement experiential value inter-customer helping behavior interaction attitude multi-actor service ecosystem prosocial behavior scale development General Psychology |
| title | Experiential Value in Multi-Actor Service Ecosystems |
| title_full | Experiential Value in Multi-Actor Service Ecosystems |
| title_fullStr | Experiential Value in Multi-Actor Service Ecosystems |
| title_full_unstemmed | Experiential Value in Multi-Actor Service Ecosystems |
| title_short | Experiential Value in Multi-Actor Service Ecosystems |
| title_sort | Experiential Value in Multi-Actor Service Ecosystems |
| topic | customer engagement experiential value inter-customer helping behavior interaction attitude multi-actor service ecosystem prosocial behavior scale development General Psychology |
| topic_facet | customer engagement experiential value inter-customer helping behavior interaction attitude multi-actor service ecosystem prosocial behavior scale development General Psychology |
| url | http://hdl.handle.net/10362/111516 |
| visible | 1 |