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Perceived Risk and Consumer Adoption of Service Innovations
Title
Perceived Risk and Consumer Adoption of Service Innovations.
Creator
Savas, Selen, Koku, Paul Sergius, Florida Atlantic University, College of Business, Department of Marketing
Abstract/Description
This study examines the influence of various facets of perceived risk on the attitudes toward really new services (RNS) and adoption intentions. Although there is considerable research examining perceived risk and consumer adoption of innovations, three aspects of the relationship have been neglected. First, much of the research on really new innovations is product-focused with little attention to services. Second, there is limited research examining perceived risk as a multidimensional...
Show moreThis study examines the influence of various facets of perceived risk on the attitudes toward really new services (RNS) and adoption intentions. Although there is considerable research examining perceived risk and consumer adoption of innovations, three aspects of the relationship have been neglected. First, much of the research on really new innovations is product-focused with little attention to services. Second, there is limited research examining perceived risk as a multidimensional construct. Third, consumer characteristics that affect the relationship between perceived risks and adoption intentions have not been included in most of the innovation studies. Thus, this study seeks to provide answers to the questions of “which types of perceived risk are more likely to affect adoption intentions of RNS?” and “which consumer characteristics affect the relationship between perceived risks and adoption intentions of RNS?”. The findings of the study show the influence of perceived risk in the service innovations area. We contribute to theory and practice by identifying the specific risks that cause consumers to resist adopting RNS as well as showing the explanatory power of Regulatory Focus Theory (RFT) to understand why consumers react differently when they encounter service innovations.
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Date Issued
2017
PURL
http://purl.flvc.org/fau/fd/FA00004805, http://purl.flvc.org/fau/fd/FA00004805
Subject Headings
Consumer behavior., Customer services., Risk perception., Regulatory focus (Psychology)
Format
Document (PDF)
Data warehousing and mining: Customer churn analysis in the wireless industry
Title
Data warehousing and mining: Customer churn analysis in the wireless industry.
Creator
Nath, Shyam Varan., Florida Atlantic University, Behara, Ravi
Abstract/Description
This study looks at the database technique of data warehousing and data mining to analyze the business problems related to customer churn in the wireless industry. The customer churn due to new industry regulations has hit the wireless industry hard. The study uses data warehousing and data mining to model the customer database to predict churn rates and suggest timely recommendations to increase customer retention and thereby increase overall profitability. The Naive Bayes algorithm for...
Show moreThis study looks at the database technique of data warehousing and data mining to analyze the business problems related to customer churn in the wireless industry. The customer churn due to new industry regulations has hit the wireless industry hard. The study uses data warehousing and data mining to model the customer database to predict churn rates and suggest timely recommendations to increase customer retention and thereby increase overall profitability. The Naive Bayes algorithm for supervised learning was the prediction algorithm used for data modeling in the study. The data set used in the study consists of one hundred thousand real wireless customers. The study uses database tools such as Oracle database with data mining options and JDeveloper for implementing the models. The data model developed with the calibration data was used to predict the churn for the wireless customers along with the predictive accuracy and probabilities of the results.
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Date Issued
2003
PURL
http://purl.flvc.org/fcla/dt/12992
Subject Headings
Data warehousing, Data mining, Telecommunication--Customer services
Format
Document (PDF)
relationship between employee job satisfaction and key customer outcomes: A study among temporary workers
Title
The relationship between employee job satisfaction and key customer outcomes: A study among temporary workers.
Creator
Hagan, Christine M., Florida Atlantic University, Bernardin, Harold John
Abstract/Description
This dissertation investigates the nature of the relationship that exists between job satisfaction among temporary workers and general customer perceptions of service quality, customer-based appraisal of specific service provider performance, and customers' future behavioral intentions concerning doing business with the firm in the future (e.g., to increase business, to recommend the organization to others, etc.). The Job Descriptive Index (JDI) and its related Job-in-General scale were used...
Show moreThis dissertation investigates the nature of the relationship that exists between job satisfaction among temporary workers and general customer perceptions of service quality, customer-based appraisal of specific service provider performance, and customers' future behavioral intentions concerning doing business with the firm in the future (e.g., to increase business, to recommend the organization to others, etc.). The Job Descriptive Index (JDI) and its related Job-in-General scale were used to measure employee satisfaction. SERVQUAL was used to gauge general customer perceptions of service quality. A 13-item battery derived from marketing literature was used to measure customer future behavioral intentions. The customer appraisal of service provider performance was based on performance appraisal literature. Results indicated significant correlation between worker satisfaction and customer perceptions of service quality (r = .27; p < .01), customer-based appraisal of specific service provider performance (r = .30; p < .01), and customer intentions concerning doing business with the organization in the future (r = .20; p < .05). Customer quality perceptions were significantly associated with their future intentions (r = .71; p < .01) and with specific customer performance appraisal (r = .63; p < .01). However, when combined with general customer service perceptions (SERVQUAL), specific customer appraisal of service provider performance did not contribute unique predictive or explanatory capability. Unexpectedly, temporary workers' satisfaction with co-workers on their job assignment was significantly related to all customer outcome measures. The results are described and discussed in comparison with meta-analyses about job satisfaction, and in terms of other studies concerning contingent workers.
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Date Issued
1999
PURL
http://purl.flvc.org/fcla/dt/12602
Subject Headings
Job satisfaction, Consumer behavior, Temporary employees, Customer services
Format
Document (PDF)
Communication and interactivity in B2B relationships
Title
Communication and interactivity in B2B relationships.
Creator
Murphy, Micah, Sashi, C. M., College of Business, Department of Marketing
Abstract/Description
This research explores the impact of interactive communication on business-to business (B2B) relationships. In the past decade the internet and especially social media as a mode of communication has grown rapidly in both consumer and business markets. Drawing on marketing channels and communications literature this paper identifies the dimensions of interactive communication and develops a theoretical framework to examine their impact on satisfaction, commitment, and advocacy. Media...
Show moreThis research explores the impact of interactive communication on business-to business (B2B) relationships. In the past decade the internet and especially social media as a mode of communication has grown rapidly in both consumer and business markets. Drawing on marketing channels and communications literature this paper identifies the dimensions of interactive communication and develops a theoretical framework to examine their impact on satisfaction, commitment, and advocacy. Media synchronicity theory and the concept of the internet as an alternative to the real world are used to distinguish between digital and non-digital modes of communication. Relationship marketing is used to identify the dimensions of interactivity: rationality, social interaction, contact density, and reciprocal feedback. The framework developed is usedto explore the influence of face-to-face (F2F), digital, and traditional, impersonalcommunications on the dimensions of interactivity.Hypotheses linking the mode of communication: personal, digital, and impersonal with the dimensions of interactivity and relational outcomes are empirically examined with data from the commercial printing and graphic design industry. Confirmatory Factor Analysis is used to analyze the measurement and structural model. Personal, F2F communication has the greatest impact on social interaction, reciprocal feedback, and number of contacts. Digital communication has a weaker effect on these dimensions and impersonal communication has the weakest effect. Personal and Digital have equal impacts on rationality and rationality is the only dimension of interactivity positively associated with relationship satisfaction. Contact density has a negative impact on relationship satisfaction and this negative impact is greater with personal communication that it is with digital. The study shows that affective commitment leads to advocacy in a B2B channel, but trust and calculative commitment have no impact on advocacy. The findings of the study have implications for both managers and researchers regarding the mode and content of communications in B2B relationships.
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Date Issued
2013
PURL
http://purl.flvc.org/fau/fd/FA0004040
Subject Headings
Business logistics -- Management, Customer relations, Marketing -- Social aspects, Sales management, Web services -- Management
Format
Document (PDF)
enhanced model for measuring service quality
Title
An enhanced model for measuring service quality.
Creator
Jagannathan, Venkatakrishnan., Florida Atlantic University, Shaw, Eric H.
Abstract/Description
Three models have been proposed to measure service quality in the marketing literature. These models are: (1) Perception minus Expectations (P-E) Model, (2) Ideal Point (IP) Model, and (3) Performance-based (P-based) model. Underlying the models are two types of attributes: (a) vector point attributes (in the P-E and P-based models), and (b) ideal point attributes (in the IP model). With vector point attributes, increasing performance levels produce increased levels of favorable evaluation by...
Show moreThree models have been proposed to measure service quality in the marketing literature. These models are: (1) Perception minus Expectations (P-E) Model, (2) Ideal Point (IP) Model, and (3) Performance-based (P-based) model. Underlying the models are two types of attributes: (a) vector point attributes (in the P-E and P-based models), and (b) ideal point attributes (in the IP model). With vector point attributes, increasing performance levels produce increased levels of favorable evaluation by customers. With ideal point attributes, increased levels of performance produces favorable evaluation up to the ideal, but beyond the ideal further performance is unfavorably evaluated. This research extends the attribute typology by introducing a third type called the "threshold point attribute." Threshold point attributes are those where customers' evaluation are posited to be favorable when performance increases up to a threshold point. Beyond the threshold point increases in performance are not accompanied by incremental increases in favorable evaluation (as with vector attributes), nor do they turn negative (as with ideal point attributes). That is, the marginal change in evaluation (whether an increase or decrease) is zero after the threshold level. In addition to extending the attribute typology, this research also proposes an enhanced model which subsumes vector, ideal and threshold point attributes. Because of its inclusiveness, the enhanced model is hypothesized to better represent the construct of service quality than the P-E, IP, and P-based models. A survey was mailed to 4,975 customers of an internationally known service firm. Results of a piecewise regression analysis on the data show that threshold point attributes exist in services. The enhanced model, however, does not perform better than other models in criterion and construct validity tests. One significant implication for managers is that they can avoid expenditures on features that customers do not desire beyond a threshold level. The most important direction for future research is to develop and test a contingency theory of customers' attribute classifications.
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Date Issued
1996
PURL
http://purl.flvc.org/fcla/dt/12486
Subject Headings
Customer services--Research, Marketing research, Consumer behavior--Research, Quality assurance
Format
Document (PDF)
Role of Cues in Buyers' Evaluations of Service Innovations
Title
The Role of Cues in Buyers' Evaluations of Service Innovations.
Creator
Ramesan, Jayendra, Florida Atlantic University, Georgoff, David M.
Abstract/Description
This dissertation integrates knowledge from consumer behavior, diffusion research, strategy and MIS to investigate the effects of information cues such as price, brand equity, and technology on buyers' service evaluations and behavioral intentions. Specifically, the effects of these information cues on buyers' perceptions of service quality, value and purchase intentions are examined. In addition, this study examines the role of two intervening variables, namely, sacrifice (monetary costs)...
Show moreThis dissertation integrates knowledge from consumer behavior, diffusion research, strategy and MIS to investigate the effects of information cues such as price, brand equity, and technology on buyers' service evaluations and behavioral intentions. Specifically, the effects of these information cues on buyers' perceptions of service quality, value and purchase intentions are examined. In addition, this study examines the role of two intervening variables, namely, sacrifice (monetary costs) and ease of use (non-monetary costs) in buyers' service evaluations. Two interactive services, a home banking service (Citibank & Ameritech) and a home shopping service (Time Warner) were described in a concept test format to subjects in a 4 x 2 x 2 between-subjects factorial design experiment. The sample for the home banking service (281) was composed of undergraduate students drawn from the university while the sample for the home shopping service (409), was composed of individuals living in the South Florida area. The experimental treatments, manipulation checks, dependent and intervening variables were measured using multiple-item seven point Likert-type scales. The data was analyzed using econometric modeling techniques. In both experiments, service quality perceptions were found to be significantly influenced by technology and brand equity perceptions. Brand equity was the main determinant of service quality in both experiments. Service value perceptions were driven by direct effects from service quality, sacrifice and ease of use and indirectly driven by technology and price perceptions. The role of brand equity in value perceptions is ambiguous. Sacrifice was related positively to price perceptions in both studies. Purchase intentions were explained only by value perceptions in both studies. The results suggest that service quality and service value are very different. The value function is more complex than service quality. Service organizations that attempt to create customer value by maximizing service quality ratings at the lowest price need to emphasize other value based determinants such as technology and ease of use. The model suggests a crossfunctional approach should be employed for service design and development in order to maximize service quality and customer value. In addition, this study recommends a substantive pre-launch service concept development and delivery effort by service organizations before introducing new services.
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Date Issued
1996
PURL
http://purl.flvc.org/fcla/dt/12452
Subject Headings
Human Information Processing--Research, Consumer Satisfaction--Evaluation, Marketing--Management, Quality of Products--Evaluation, Technological innovations, Customer services--Quality control
Format
Document (PDF)
Sources of infant care informational social support for mothers of infants in the Appalachian region
Title
Sources of infant care informational social support for mothers of infants in the Appalachian region.
Creator
Wright, Mary Ellen, Liehr, Patricia, Florida Atlantic University, Christine E. Lynn College of Nursing
Abstract/Description
The purpose of this study was to describe the sources of infant care informational support systems that mothers residing in the Western North Carolina Appalachian region use and prefer in the postpartum period. In addition, the study explored the associations of the sources for informational social support on infant care with personal factors (age, socioeconomic status, parity, race, ethnicity, residence, marital status, education, access to Internet, access to cellular phone, prior...
Show moreThe purpose of this study was to describe the sources of infant care informational support systems that mothers residing in the Western North Carolina Appalachian region use and prefer in the postpartum period. In addition, the study explored the associations of the sources for informational social support on infant care with personal factors (age, socioeconomic status, parity, race, ethnicity, residence, marital status, education, access to Internet, access to cellular phone, prior attendance in childbirth classes, and other adult infant care assistance in the home) of the mothers.
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Date Issued
2015
PURL
http://purl.flvc.org/fau/fd/FA00004422
Subject Headings
Appalachian Region, Southern--Social life and customs, Maternal health services--Appalachian Region, Southern, Health services accessibility--Appalachian Region, Southern, Social networks--Appalachian Region, Southern, Infants--Health and hygiene--Appalachian Region, Southern, Communication in medicine, Appalachians (People)--North Carolina--Social life and customs
Format
Document (PDF)