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Articles 31 - 60 of 93
Full-Text Articles in Sales and Merchandising
Customer Satisfaction And Its Impact On The Future Costs Of Selling, Leon Gim Lim, Kapil R. Tuli, Rajdeep Grewal
Customer Satisfaction And Its Impact On The Future Costs Of Selling, Leon Gim Lim, Kapil R. Tuli, Rajdeep Grewal
Research Collection Lee Kong Chian School Of Business
Although scholars have established that customer satisfaction affects different dimensions of firm financial performance, a managerially important but overlooked aspect is its effect on a firm’s future cost of selling (COS), that is, expenditures associated with persuading customers and providing convenience to them. Accordingly, this study presents the first empirical and theoretical examination of the impact of customer satisfaction on future COS. The authors propose that while higher customer satisfaction can lower future COS, the degree to which a firm realizes this benefit depends on its strategy and operating environment. Analyzing almost two decades of data from 128 firms, the …
Spillover Effects From Unintended Trials On Attitude And Behavior: Promoting New Products Through Access-Based Services, Adrian Lehr, Marion Buettgen, Sabine Benoit, Katrin Merfeld
Spillover Effects From Unintended Trials On Attitude And Behavior: Promoting New Products Through Access-Based Services, Adrian Lehr, Marion Buettgen, Sabine Benoit, Katrin Merfeld
Research Collection Lee Kong Chian School Of Business
Access-based services (ABS) provide an opportunity for brands to promote their new products by enabling (unintended) trials. However, the mechanisms and impact of consumer exposure to products in ABS and the subsequent potential spillover effects on both the brand and the product perception are largely unknown. Our hypotheses are derived from the information integration theory (IIT) and subsequently tested. Study 1 is a field study investigating an unintended trial moderated by involvement and positive experience. The results indicate the positive effects of the unintended trial on product and brand attitudes, brand purchase intention, and word of mouth. In line with …
Retail Format Selection In On-The-Go Shopping Situations, Sabine Benoit, Heiner Evanschitzky, Christoph Teller
Retail Format Selection In On-The-Go Shopping Situations, Sabine Benoit, Heiner Evanschitzky, Christoph Teller
Research Collection Lee Kong Chian School Of Business
Consumers patronize different store formats to purchase products. Prior literature describes store and format choices for big, multi-item shopping baskets, but limited insights determine consumers' unique shopping routines when they seek to buy just one or a few items while on the go. Such shopping situations might affect consumers' format selections for both search and experience goods. This study uses multi-attribute utility theory to develop a framework, tested with a scenario-based experiment. For search goods, a format's economic utility (price level, speed) is more important; its functional utility (quality, variety) and psychological utility (atmosphere, service) become less important considerations. Furthermore, …
S-D Logic-Informed Customer Engagement: Integrative Framework, Revised Fundamental Propositions, And Application To Crm, Linda D. Hollebeek, Rajendra K. Srivastava, Tom Chen
S-D Logic-Informed Customer Engagement: Integrative Framework, Revised Fundamental Propositions, And Application To Crm, Linda D. Hollebeek, Rajendra K. Srivastava, Tom Chen
Research Collection Lee Kong Chian School Of Business
Research addressing the micro-foundational theoretical entity of customer engagement (CE) has proliferated in recent years. In parallel, the macro-foundational theory of service-dominant (S-D) logic is thriving. While the fit of CE/S-D logic has been recognized, insight into this theoretical interface remains tenuous, as explored in this paper. We develop an integrative, S-D logic–informed framework of CE comprising three CE foundational processes, which are required (for customer resource integration), or conducive (for customer knowledge sharing/learning) CE antecedents. While customer resource integration, in some form, extends to coincide with CE, customer knowledge sharing/learning can also do so. We also identify three CE …
Perceived Product Creativity And Mental Contrasting: Desired Future On Consumers’ Product Replacement Decisions, Yong Seok Sohn, Kun Woo Yoo, Jin K. Han
Perceived Product Creativity And Mental Contrasting: Desired Future On Consumers’ Product Replacement Decisions, Yong Seok Sohn, Kun Woo Yoo, Jin K. Han
Research Collection Lee Kong Chian School Of Business
Consumers often imagine what it would be like to own a new product. Does engaging in such thoughts on desired future impact consumers’ purchase intentions, and if so, what is the underlying process? This study sets out to investigate the posed questions by assessing self-regulatory strategies consumers employ upon pondering on a desired future. Based on Oettingen’s fantasy realization model, the authors take a comparative approach of two modes on desired future—mental contrasting and indulging—en route to purchase intentions. In mental contrasting, an individual juxtaposes a desired future with his/her present reality, whereas, indulging is simply envisioning a desired future. …
What's In A Name? The Impact Of Subcategory Salience On Value Perception And Upgrade Intention For Multicategory Products, Jin K. Han, Seh-Woong Chung, Yong Seok Sohn
What's In A Name? The Impact Of Subcategory Salience On Value Perception And Upgrade Intention For Multicategory Products, Jin K. Han, Seh-Woong Chung, Yong Seok Sohn
Research Collection Lee Kong Chian School Of Business
Despite many convergence products rapidly approaching market saturation, academic research yet lags behind with the focus still on the primary demand in the introduction stage. The authors close this gap by focusing on how the labeling of convergence products may impact on value perception and upgrade intentions for these products. Convergence products, which combine multiple categories of products into a single device, create a unique naming dilemma for manufacturers and retailers: Whether to opt for (a) a subordinate label—a lower‐level descriptor or name that embodies its subcategory elements (e.g., smartphone or Apple’s iPhone) or (b) a superordinate label—a higher‐level descriptor …
Affective Boundaries Of Scope Insensitivity, Hannah H. Chang, Michel Tuan Pham
Affective Boundaries Of Scope Insensitivity, Hannah H. Chang, Michel Tuan Pham
Research Collection Lee Kong Chian School Of Business
People can be surprisingly insensitive to quantities in valuation judgments—a phenomenon called scope insensitivity, which is generally attributed to the operation of affective processes in judgment. Building on research showing that affect is inherently a decision-making system of the present, we propose that scope insensitivity is more likely to be observed in decisions that are psychologically proximate to the immediate self. Consistent with this proposition, results from seven experiments (and two replications) show that scope insensitivity is more prevalent in decisions that are temporally proximate, both prospectively (near future vs. distant future) and retrospectively (recent past vs. distant past), and …
The Competitive Dynamics Of New Dvd Releases, Anirban Mukherjee, Vrinda Kadiyali
The Competitive Dynamics Of New Dvd Releases, Anirban Mukherjee, Vrinda Kadiyali
Research Collection Lee Kong Chian School Of Business
We study the market for new (movie) DVDs in the United States. Our demand model captures seasonality, freshness (i.e., time between theatrical and DVD release), and state dependence. We also develop a structural model of dynamic competition in which studios balance waiting for high-demand weeks, against reduced freshness, and against competitive crowding. We find that studios emphasize DVD revenues from larger movies (by theatrical revenue) over DVD revenues from smaller movies. Studios also emphasize revenue from consumers who prefer larger and fresher movies. These behaviors are consistent with managerial conservatism: studio executives forgo DVD revenues from smaller movies to ensure …
Mirror, Mirror On The Retail Wall: Self-Focused Attention Promotes Reliance On Feelings In Consumer Decisions, Hannah H. Chang, Iris W. Hung
Mirror, Mirror On The Retail Wall: Self-Focused Attention Promotes Reliance On Feelings In Consumer Decisions, Hannah H. Chang, Iris W. Hung
Research Collection Lee Kong Chian School Of Business
The authors propose that increased attention that consumers pay to themselves promotes relative reliance on affective feelings in making decisions. This hypothesis was tested in a variety of consumption domains and decision tasks, including real-life, consequential charitable donations. Consistent support from five experiments with more than 1,770 participants shows that (a) valuations of the decision outcome increase when consumers with high (low) self-focus adopt a feeling-based (reason-based) strategy. The hypothesized effect of self-focus on relative reliance on feelings in decision making is (b) moderated by self-construal. Further, greater attention to the self (c) increases evaluations of products that are affectively …
The Essence Of Luxury: An Asian Perspective: Lvmh-Smu Luxury Research Conference 2016, Srinivas K. Reddy, Jin K. Han
The Essence Of Luxury: An Asian Perspective: Lvmh-Smu Luxury Research Conference 2016, Srinivas K. Reddy, Jin K. Han
Research Collection Lee Kong Chian School Of Business
A number of developments in the luxury market have been attributed to the arrival of luxury products in Asian markets. The modernisation of Japan some decades back paved the way for a growing trend towards imbibing western lifestyles in Asia. Japan’s economic success after the Second World War was a key factor responsible for the introduction of luxury marketing in Asia. In the 1970’s, Japanese tourist-shoppers became a noticeable phenomenon in Europe. The European luxury houses were quick to recognise the opportunity and began setting up branches and luxury outlets in Japan. The Japanese were not only the driving force …
Linking Service Convenience To Satisfaction: Dimensions And Key Moderators, Sabine Benoit, Sonja Klose, Andreas Ettinger
Linking Service Convenience To Satisfaction: Dimensions And Key Moderators, Sabine Benoit, Sonja Klose, Andreas Ettinger
Research Collection Lee Kong Chian School Of Business
Purpose: Demand for service convenience, defined as a consumer's perception of minimized time and effort spent to obtain a service, has increased in conjunction with certain sociocultural and demographic changes. Previous research notes the significance of service convenience, but the importance of different dimensions of service convenience and the role of key moderators affecting the link between convenience and satisfaction (like customer psychographic and sociodemographic characteristics) remain unaddressed. Thus, the purpose of this research is to identify those customer groups for which offering convenience will have the highest leverage to increase satisfaction. Design/methodology/approach: Two models are developed and tested: a …
The Interplay Of Customer Experience And Commitment, Timothy Keiningham, Joan Ball, Sabine Benoit, Helen L. Bruce, Alexander Buoye, Julija Dzenkovska, Linda Nasr, Yi-Chun Ou, Mohamed Zaki
The Interplay Of Customer Experience And Commitment, Timothy Keiningham, Joan Ball, Sabine Benoit, Helen L. Bruce, Alexander Buoye, Julija Dzenkovska, Linda Nasr, Yi-Chun Ou, Mohamed Zaki
Research Collection Lee Kong Chian School Of Business
Purpose: This research aims to better understand customer experience, as it relates to customer commitment and provides a framework for future research into the intersection of these emerging streams of research. Design/methodology/approach: This research contributes to theoretical and practical perspectives on customer experience and its measurement by integrating extant literature with customer commitment and customer satisfaction literature. Findings: The breadth of the domains that encompass customer experience – cognitive, emotional, physical, sensorial and social – makes simplistic metrics impossible for gauging the entirety of customers’ experiences. These findings provide strong support of the need for new research into customer experience …
Exchange And Refund Of Complementary Products, Yoonju Han, Sandeep R. Chandukala, Hai Che
Exchange And Refund Of Complementary Products, Yoonju Han, Sandeep R. Chandukala, Hai Che
Research Collection Lee Kong Chian School Of Business
A common dilemma a consumer faces during product return pertains to the decision of exchanging the product or obtaining a refund. This issue becomes even more salient for durable goods, when the initial purchase involves complementary products from different categories. This research examines consumer’s trade-off decision between returning and keeping complementary products by exploring various retail actions (using umbrella branded products (UBP)) and customer characteristics. We also investigate the trade-off between product exchange and refund when consumer returns a product. We find interesting extensions to past research wherein UBP are returned less and result in greater exchange than refund. Furthermore, …
Reducing Uncertainty By Increasing It: How Inducing Uncertainty In Uncertainty Appraisals Of Reviewer Trustworthiness Attenuates Bias Correction And Product Devaluation, Christilene Du Plessis, Andrew Stephen, Yakov Bart, Dilney Goncalves
Reducing Uncertainty By Increasing It: How Inducing Uncertainty In Uncertainty Appraisals Of Reviewer Trustworthiness Attenuates Bias Correction And Product Devaluation, Christilene Du Plessis, Andrew Stephen, Yakov Bart, Dilney Goncalves
Research Collection Lee Kong Chian School Of Business
A field study and two experiments show that when elaboration makes consumers doubt the validity of their doubt, uncertainty is deemed incidental in judgment formation and product devaluation does not occur. However, when elaboration confirms the validity of their doubt, uncertainty is deemed integral in judgment formation and devaluation occurs.
When In Doubt, Elaborate? How Elaboration On Uncertainty Influences The Persuasiveness Of Consumer-Generated Product Reviews When Reviewers Are Incentivized, Christilene Du Plessis, Andrew Stephen, Yakov Bart, Dilney Goncalves
When In Doubt, Elaborate? How Elaboration On Uncertainty Influences The Persuasiveness Of Consumer-Generated Product Reviews When Reviewers Are Incentivized, Christilene Du Plessis, Andrew Stephen, Yakov Bart, Dilney Goncalves
Research Collection Lee Kong Chian School Of Business
Online consumer-generated reviews contain two types of information: core (the review itself) and auxiliary (information accompanying reviews such as details about the reviewer and the review-generating process). Prior work has focused primarily on the former, despite the latter being commonplace. In this paper, we consider how a common type of auxiliary information — disclosure statements about incentives received by reviewers — affects review persuasiveness. Disclosure likely induces uncertainty about reviewer trustworthiness, leading consumers to discount reviewers’ opinions when forming expectations about product quality. However, we show this is not always the case. Instead, the extent to which disclosing incentives affects …
Understanding On-The-Go Consumption: Identifying And Quantifying Its Determinants, Sabine Benoit, Tobias Schaefers, Raphael Heider
Understanding On-The-Go Consumption: Identifying And Quantifying Its Determinants, Sabine Benoit, Tobias Schaefers, Raphael Heider
Research Collection Lee Kong Chian School Of Business
Although the amount of food and beverages consumed on-the-go has been increasing, existing research has not sufficiently examined this behavior. This study uses a mixed methods design with a qualitative study to identify four determinants of on-the-go consumption: time pressure, price consciousness, health orientation, and enjoyment. Combining the qualitative results with Behavioral Decision Theory, eight hypotheses are derived about the influence of the four determinants as well as their interrelations. Hypotheses testing and predictive validity assessment are based on two large-scale consumer samples, one main study and one validation study. The results confirm a significant influence of utilitarian determinants (time …
Exploring The Effects Of "What" (Product) And "Where" (Website) Characteristics On Online Shopping Behavior, Girish Mallapragada, Sandeep R. Chandukala, Qing Liu
Exploring The Effects Of "What" (Product) And "Where" (Website) Characteristics On Online Shopping Behavior, Girish Mallapragada, Sandeep R. Chandukala, Qing Liu
Research Collection Lee Kong Chian School Of Business
Understanding factors that influence online shopping and managing consumer relationships is not a trivial task for firms, considering the many pertinent factors that influence behavior, including the product being shopped (i.e., the “what”) and the context of the website itself (i.e., the “where”). This study investigates the impact of these characteristics on an online transaction’s basket value, after incorporating the role of other aspects of the browsing process including page views and visit duration. The authors estimate a multivariate mixed-effects Type II Tobit model with a system of equations to explain variation in shopping basket value, using data involving 773,262 …
Contagious Effects Of Customer Misbehavior In Access-Based Services, Tobias Schaefers, Kristina Wittkowski, Sabine Benoit, Rosellina Ferraro
Contagious Effects Of Customer Misbehavior In Access-Based Services, Tobias Schaefers, Kristina Wittkowski, Sabine Benoit, Rosellina Ferraro
Research Collection Lee Kong Chian School Of Business
Customer misbehavior in service settings is problematic for two reasons: (1) because of the direct damage it causes and (2) because of additional negative effects that arise from the contagion of such misbehavior. The authors extend existing theory of customer misbehavior by studying its contagious effect. The investigation focuses on access-based services, defined as transactions in which multiple consumers successively gain temporal, short-term access to a good, while legal ownership remains with the service provider (e.g., car sharing and fashion rentals). Due to the nature of these services, they are especially prone to indirect customer misbehavior, which is directed at …
Does Service Employees' Appearance Affect The Healthiness Of Food Choice?, Tabea: Benoit Huneke, Sabine Benoit, Anders Gustafsson
Does Service Employees' Appearance Affect The Healthiness Of Food Choice?, Tabea: Benoit Huneke, Sabine Benoit, Anders Gustafsson
Research Collection Lee Kong Chian School Of Business
Derived from previous research on social influence on food consumption and social comparison theory, this article examines the effect of service employees’ appearance on consumers’ food choice using an experimental study, involving a video manipulation and eye-tracking technique. The video shows a menu being proffered by a waitress whose degree of apparent healthiness varies (healthy, overweight, unhealthy lifestyle). The menu contains both healthy and unhealthy meal alternatives. The analysis of participants’ eye movements demonstrated that exposure to the overweight employee did not stimulate greater (i.e., earlier or longer) attention to unhealthy meal alternatives, whereas exposure to the employee who displayed …
Ratings Lead You To The Product, Reviews Help You Clinch It? The Dynamics And Impact Of Online Review Sentiments On Products Sales, Nan Hu, Noi Sian Koh, Srinivas K. Reddy
Ratings Lead You To The Product, Reviews Help You Clinch It? The Dynamics And Impact Of Online Review Sentiments On Products Sales, Nan Hu, Noi Sian Koh, Srinivas K. Reddy
Research Collection Lee Kong Chian School Of Business
It is generally assumed that ratings are a numeric representation of text sentiments and their valences are consistent. This however may not always be true. Using a panel of data on over 4000 books from Amazon.com, we develop a multiple equation model to examine the inter-relationships between ratings, sentiments, and sales. We find that ratings do not have a significant direct impact on sales but have an indirect impact through sentiments. Sentiments, however, have a direct significant impact on sales. Our findings also indicate that the two most accessible types of reviews - most helpful and most recent - play …
Uncovering Collaborative Value Creation Patterns And Establishing Corresponding Customer Roles, Sabine Moeller, Robert Ciuchita, Dominik Mahr, Gaby Odekerken-Schroder, Martin Fassnacht
Uncovering Collaborative Value Creation Patterns And Establishing Corresponding Customer Roles, Sabine Moeller, Robert Ciuchita, Dominik Mahr, Gaby Odekerken-Schroder, Martin Fassnacht
Research Collection Lee Kong Chian School Of Business
Research on value creation traditionally has focused on value created by the company, though customers increasingly serve as active partners, able to create value with firms in a collaborative manner. Despite interest by both scholars and managers, existing research has not yet clarified the interdependencies of service offerings and customer role patterns. This article explores value creation rooted in three generic offerings (configuration, solution, and network) and identifies differences in their prerequisites, customer activities, challenges, abilities, ability enhancers, and perceived benefits that arise in collaborative value creation (CVC). Data from 105 collaborations, collected through in-depth interviews, support the qualitative and …
Firms' Intentions To Use Nonownership Services, Kristina Wittkowski, Sabine Moeller, Jochen Wirtz
Firms' Intentions To Use Nonownership Services, Kristina Wittkowski, Sabine Moeller, Jochen Wirtz
Research Collection Lee Kong Chian School Of Business
In this study, we investigate why companies intend to use nonownership services by conducting qualitative interviews with 10 experts to develop our hypotheses, then using a survey to test them. Our findings show that, as hypothesized, firms’ intentions to use nonownership services are affected by both financial (i.e., tax efficiency and cash and liquid asset management) and nonfinancial (i.e., control over assets and access to the latest technology and tools) factors, with access to the latest technology and tools being the most important driver. Furthermore, we show that the effect that the desire to gain access to the latest technology …
Sell-Order Liquidity And The Cross-Section Of Expected Stock Returns, Michael Brennan, Tarun Chordia, Avanidhar Subrahmanyam, Qing Tong
Sell-Order Liquidity And The Cross-Section Of Expected Stock Returns, Michael Brennan, Tarun Chordia, Avanidhar Subrahmanyam, Qing Tong
Research Collection Lee Kong Chian School Of Business
We estimate buy- and sell-order illiquidity measures (lambdas) for a comprehensive sample of NYSE stocks. We show that sell-order liquidity is priced more strongly than buy-order liquidity in the cross-section of equity returns. Indeed, our analysis indicates that the liquidity premium in equities emanates predominantly from the sell-order side. We also find that the average difference between sell and buy lambdas is generally positive throughout our sample period. Both buy and sell lambdas are significantly positively correlated with measures of funding liquidity such as the TED spread as well option implied volatility.
Paying For Convenience: Attractiveness And Revenue Potential Of Time-Based Delivery Services, Philipp Goebel, Sabine Moeller, Richard Pibernik
Paying For Convenience: Attractiveness And Revenue Potential Of Time-Based Delivery Services, Philipp Goebel, Sabine Moeller, Richard Pibernik
Research Collection Lee Kong Chian School Of Business
Purpose: Four characteristics have been regularly applied to services: intangibility, heterogeneity, inseparability, perishability (IHIP). More and more exceptions occur which have resulted in substantial criticism. This paper aims to show that each characteristic is valid and useful when related to an individual aspect of services instead of being assigned to services as a single entity. Design/methodology/approach: Based on customer integration, a framework (FTU framework) and a resource typology are developed. These approaches are the theoretical foundation of the analysis. Findings: The FTU framework and a resource typology reveal different aspects of services and allow the assignment of the IHIP characteristics …
Outlet Patronage In On-The-Go Consumption: An Analysis Of Patronage Preference Drivers For Convenience Outlets Versus Traditional Retail Outlets, Raphael Heider, Sabine Benoit
Outlet Patronage In On-The-Go Consumption: An Analysis Of Patronage Preference Drivers For Convenience Outlets Versus Traditional Retail Outlets, Raphael Heider, Sabine Benoit
Research Collection Lee Kong Chian School Of Business
This study investigates patronage preferences of consumers who purchase and consume food and beverages while they are on-the-go (on-the-go consumption). The focus is on the drivers of patronage preferences for convenience outlets versus traditional retail outlets. A literature based model of patronage preferences is developed in this paper. It is tested based on data collected from a Dutch online sample (n=669) through binary logistic regression. The results reveal that significant relationships exist between patronage preferences in on-the-go consumption and the assortment offered as well as the opportunity to consume products without effort. Moreover, significant relationships between patronage preferences and consumers' …
Consumer Perceptions Of Third Party Product Quality Ratings, Peter De Maeyer, Hooman Estelami
Consumer Perceptions Of Third Party Product Quality Ratings, Peter De Maeyer, Hooman Estelami
Research Collection Lee Kong Chian School Of Business
Consumers increasingly rely on product quality information provided by third-party product ratings organizations. These organizations undertake the task of examining and testing competing products in the marketplace, establishing the level of quality associated with each product, and communicating this information to consumers. Despite the important role of product quality ratings in consumer decisions little research has been conducted to establish the factors which may influence consumer perceptions of these ratings. This paper examines the role of the information content provided by product quality ratings organizations on consumer perceptions. Furthermore, the influence of contextual variables, namely information cost, product category and …
Regret Aversion In Reason-Based Choice, Terry Connolly, Jochen Reb
Regret Aversion In Reason-Based Choice, Terry Connolly, Jochen Reb
Research Collection Lee Kong Chian School Of Business
This research examines the moderating role of regret aversion in reason-based choice. Earlier research has shown that regret aversion and reason-based choice effects are linked through a common emphasis on decision justification, and that a simple manipulation of regret salience can eliminate the decoy effect, a well-known reason-based choice effect. We show here that the effect of regret salience varies in theory-relevant ways from one reason-based choice effect to another. For effects such as the select/reject and decoy effect, both of which were independently judged to be unreasonable bases for deciding, regret salience eliminated the effect. For the most-important attribute …
Regulatory Focus, Regulatory Fit, And The Search And Consideration Of Choice Alternatives, Michel Tuan Pham, Hannah H. Chang
Regulatory Focus, Regulatory Fit, And The Search And Consideration Of Choice Alternatives, Michel Tuan Pham, Hannah H. Chang
Research Collection Lee Kong Chian School Of Business
This research investigates the effects of regulatory focus on alternative search and consideration set formation in consumer decision making. Results from three experiments yield two primary findings. First, promotion-focused consumers tend to search for alternatives at a more global level, whereas prevention-focused consumers tend to search for alternatives at a more local level. Second, promotionfocused consumers tend to have larger consideration sets than do preventionfocused consumers. Building on these two primary findings, it is additionally shown that whereas promotion-focused consumers attach relatively greater value to options chosen from hierarchically structured sets, prevention-focused consumers attach relatively greater value to options chosen …
Tradeoffs And Depletion In Choice, Jing Wang, Nathan Novemsky, Ravi Dhar, Roy Baumeister
Tradeoffs And Depletion In Choice, Jing Wang, Nathan Novemsky, Ravi Dhar, Roy Baumeister
Research Collection Lee Kong Chian School Of Business
Four experiments examine why choices deplete executive resources. The authors show that the resolution of trade-offs is a driver of depletion effects arising from choice, and the larger the trade-offs, the greater is the depletion effect. The authors also find that choice difficulty not related to trade-offs does not influence the depleting effect of the choices. Finally, the authors find that though people can intuit some depletion effects, they do not intuit that choices or trade-offs within choices might be depleting and therefore fail to predict that larger trade-offs are more depleting.
Characteristics Of Services: A New Approach Uncovers Their Value, Sabine Moeller
Characteristics Of Services: A New Approach Uncovers Their Value, Sabine Moeller
Research Collection Lee Kong Chian School Of Business
Purpose: Four characteristics have been regularly applied to services: intangibility, heterogeneity, inseparability, perishability (IHIP). More and more exceptions occur which have resulted in substantial criticism. This paper aims to show that each characteristic is valid and useful when related to an individual aspect of services instead of being assigned to services as a single entity. Design/methodology/approach: Based on customer integration, a framework (FTU framework) and a resource typology are developed. These approaches are the theoretical foundation of the analysis. Findings: The FTU framework and a resource typology reveal different aspects of services and allow the assignment of the IHIP characteristics …