{"id":3187,"date":"2016-08-19T23:30:47","date_gmt":"2016-08-20T03:30:47","guid":{"rendered":"http:\/\/www.servsig.org\/wordpress\/?p=3187"},"modified":"2016-08-19T23:30:47","modified_gmt":"2016-08-20T03:30:47","slug":"josm-awards-2016","status":"publish","type":"post","link":"https:\/\/www.servsig.org\/wordpress\/2016\/08\/josm-awards-2016\/","title":{"rendered":"JOSM Awards 2016"},"content":{"rendered":"

Best Paper of the Year Award 2016<\/strong><\/p>\n

\"Frontiers-2016-Bergen-133_1_1\"<\/p>\n

Timothy Keiningham<\/strong>, Bruce Cooil<\/strong>, Edward Malthouse<\/strong>, Alexander Buoye<\/strong>, Lerzan Aksoy<\/strong>, Arne De Keyser<\/strong> and Bart Lariviere<\/strong>.<\/p>\n

“Perceptions are relative: an examination of the relationship between relative satisfaction metrics and share of wallet. (Vol.26 Issue 1.)”<\/em><\/p>\n

Abstract:<\/p>\n

Purpose<\/strong>
\nThere is general agreement among researchers and practitioners that satisfaction is relative to competitive alternatives. Nonetheless, researchers and managers have not treated satisfaction as a relative construct. The result has been weak relationships between satisfaction and share of wallet in the literature, and challenges by managers as to whether satisfaction is a useful predictor of customer behavior and business outcomes. The purpose of this paper is to explore the best approach for linking satisfaction to share of wallet.<\/p>\n

Design\/methodology\/approach<\/strong>
\nUsing data from 79,543 consumers who provided 258,743 observations regarding the brands that they use (over 650 brands) covering 20 industries from 15 countries, various models such as the Wallet Allocation Rule (WAR), Zipf-AE, and Zipf-PM, truncated geometric model, generalization of the WAR and hierarchical regression models are compared to each other.<\/p>\n

Findings<\/strong>
\nThe results indicate that the relationship between satisfaction and share of wallet is primarily driven by the relative fulfillment customers perceive from the various brands that they use (as gauged by their relative ranked satisfaction level), and not the absolute level of satisfaction.<\/p>\n

Practical implications<\/strong>
\nThe findings provide practical insight into several easy-to-use approaches that researchers and managers can apply to improve the strength of the relationship between satisfaction and share of wallet.<\/p>\n

Originality\/value<\/strong>
\nThis research provides support to the small number of studies that point to the superiority of using relative metrics, and encourages the adoption of relative satisfaction metrics by the academic community.<\/p>\n

Link:\u00a0http:\/\/www.emeraldinsight.com\/doi\/full\/10.1108<\/a><\/p>\n

\n

Highly Commended Awards 2016<\/strong><\/p>\n

\"SERVSIG<\/p>\n

Elina Jaakkola<\/strong>, Anu Heikkula,<\/strong> Leena Aarikka-Stenroos<\/strong><\/p>\n

“Service Experience co-creation: conceptualization, implications, and future research directions. (Vol.26 Issue 2)”<\/em><\/p>\n

Abstract:<\/p>\n

Purpose<\/strong>
\nThe collective, interactive aspects of service experience are increasingly evident in contemporary research and practice, but no integrative analysis of this phenomenon has been conducted until now. The purpose of this paper is to conceptualize service experience co-creation and examines its implications for research and practice.<\/p>\n

Design\/methodology\/approach
\nTo map the multi-approach research area of service experience co-creation, the study draws on literature in the fields of service management, service-dominant logic and service logic, consumer culture theory, and service innovation and design, together with invited commentaries by prominent scholars.<\/p>\n

Findings<\/strong>
\nA conceptualization is developed for \u201cservice experience co-creation,\u201d and multiple dimensions of the concept are identified. It is postulated that service experience co-creation has wider marketing implications, in terms of understanding experiential value creation and foundational sociality in contemporary markets, as well as in the renewal of marketing methods and measures.<\/p>\n

Research limitations\/implications<\/strong>
\nThe authors call for cross-field research on service experience, extending current contextual and methodological reach. Researchers are urged to study the implications of increasing social interaction for service experience co-creation, and to assist managers in coping with and leveraging the phenomenon.<\/p>\n

Practical implications<\/strong>
\nFor practitioners, this analysis demonstrates the complexity of service experience co-creation and provides insights on the aspects they should monitor and facilitate.<\/p>\n

Originality\/value<\/strong>
\nAs the first integrative analysis and conceptualization of service experience co-creation, this paper advances current understanding on the topic, argues for its wider relevance, and paves the way for its future development.<\/p>\n

Link:\u00a0http:\/\/www.emeraldinsight.com\/doi\/abs\/10.1108\/JOSM-12-2014-0323<\/a><\/p>\n

\n

Highly Commended Awards 2016<\/strong><\/p>\n

Janet McColl-Kennedy,<\/strong> Paul Patterson,<\/strong> Michael Brady<\/strong>, Lilliemay Cheung<\/strong> and Doan Nguyen<\/strong>.<\/p>\n

“To give or not to give professional services to non-paying clients: professionals\u2019 giving backstory. (Vol. 26 Issue 3)”<\/em><\/p>\n

Abstract:<\/p>\n

Purpose<\/strong>
\nThe purpose of this paper is to explicate professionals\u2019 giving backstory, identifying what motivates and hinders professionals\u2019 undertaking of pro bono service activities. Examples are provided of different pro bono giving styles, as professionals struggle to resolve inter-institutional tensions, thus addressing this little understood yet vital form of giving, and meeting an important research priority.<\/p>\n

Design\/methodology\/approach<\/strong>
\nUsing a discovery-oriented grounded theory approach, this paper draws on narratives from interviews with 31 professionals to explicate, from the professional\u2019s point of view, the backstory of pro bono service.<\/p>\n

Findings
\n<\/strong>The authors provide an integrative institutional logics-based framework for understanding the backstory to professionals\u2019 giving. Three distinct pro bono giving styles are revealed: first, an individual logic (self-centric), an \u201cI\u201d logic; second, an organizational logic (organization-centric), \u201cWe\u201d logic; and third, a societal \u201cAll\u201d logic (where the greater good to society in general is the dominant logic). The paper concludes with recommendations for how professionals and professional service firms (PSFs) can better align their pro bono giving styles with non-paying not-for-profit clients for multi-party benefit.<\/p>\n

Originality\/value<\/strong>
\nThe originality of this research lies in addressing an important yet little understood form of giving through delving into the backstory to pro bono service. First, the paper theorizes the characteristics of a formerly unarticulated form of giving, distinguishing it from individual-to-individual close consumer gifting, individual to organizational charitable giving, sponsorship, and volunteering. Second, the different inter-institutional logics of pro bono giving are identified, with three main pro bono giving styles uncovered. Third, the authors link professional services theory, theoretical perspectives from giving, and institutional logics theory to develop an integrated framework to explain service professionals\u2019 pro bono activities. Furthermore, a compelling agenda for future research is provided to guide future work.<\/p>\n

Link:http:\/\/www.emeraldinsight.com\/doi\/abs\/10.1108\/JOSM-07-2014-0194<\/a><\/p>\n

Highly Commended Awards 2016<\/strong><\/p>\n

Wafa Hammedi,<\/strong> Jay Kandampully<\/strong>, Tingting (Christina) Zhang<\/strong> and
\nLucille Bouquiaux<\/strong><\/p>\n

“Online customer engagement: Creating social environment through brand community constellations (Vol.26 Issue 5)”<\/em><\/p>\n

Abstract:<\/p>\n

Purpose<\/strong>
\nThe emergence and success of online brand communities in the marketplace have attracted considerable interest; this study seeks to determine the conditions in which people create social environments by investigating the drivers of connections to a focal online brand community and other brand communities. The purpose of this paper is to investigate the composition of multi-community networks, focussing on the density and centrality of brand communities.<\/p>\n

Design\/methodology\/approach<\/strong>
\nOn the basis of insights from prior literature, the proposed model examines customers\u2019 social relationships with multiple brand communities. A survey of 290 participants spans eight brand communities. The modeling process used structural equation modeling; the analysis of the social relationship among brand communities relied on an ego network approach.<\/p>\n

Findings<\/strong>
\nTwo drivers prompt connections to other online brand communities. First, personal identification with a core brand community enhances connections to other communities. Second, some core brand members choose a functionality-driven approach in creating social environments.<\/p>\n

Practical implications<\/strong>
\nFor marketers, this study highlights the importance of positioning the brand community as part of a social environment. To strengthen customer-brand relationships, marketers should focus on community members\u2019 multiple memberships.<\/p>\n

Originality\/value<\/strong>
\nThis paper extends understanding of online brand community members\u2019 motivations to participate in a focal brand community. It also explains the creation of a social environment, through a careful consideration of participation in different brand communities and their relationships.<\/p>\n

Link:http:\/\/www.emeraldinsight.com\/doi\/abs\/10.1108\/JOSM-11-2014-0295<\/a><\/p>\n

\n

Best Reviewer Awards<\/strong><\/p>\n

Yves Van Vaerenbergh<\/em>
\nUniversity of Leuven, Belgium
\nYves Van Vaerenbergh: yves.vanvaerenbergh@kuleuven.be<\/p>\n

Tracy Meyer<\/em>
\nUniversity of North Carolina, Wilmington, USA
\nMeyer, Tracy : meyert@uncw.edu<\/p>\n","protected":false},"excerpt":{"rendered":"

Best Paper of the Year Award 2016 Timothy Keiningham, Bruce Cooil, Edward Malthouse, Alexander Buoye, Lerzan Aksoy, Arne De Keyser and Bart Lariviere. “Perceptions are relative: an examination of the relationship between relative satisfaction metrics and share of wallet. (Vol.26 Issue 1.)” Abstract: Purpose There is general agreement among researchers and practitioners that satisfaction is […]<\/p>\n","protected":false},"author":1,"featured_media":3218,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[7,10],"tags":[],"_links":{"self":[{"href":"https:\/\/www.servsig.org\/wordpress\/wp-json\/wp\/v2\/posts\/3187"}],"collection":[{"href":"https:\/\/www.servsig.org\/wordpress\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.servsig.org\/wordpress\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.servsig.org\/wordpress\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.servsig.org\/wordpress\/wp-json\/wp\/v2\/comments?post=3187"}],"version-history":[{"count":5,"href":"https:\/\/www.servsig.org\/wordpress\/wp-json\/wp\/v2\/posts\/3187\/revisions"}],"predecessor-version":[{"id":3219,"href":"https:\/\/www.servsig.org\/wordpress\/wp-json\/wp\/v2\/posts\/3187\/revisions\/3219"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.servsig.org\/wordpress\/wp-json\/wp\/v2\/media\/3218"}],"wp:attachment":[{"href":"https:\/\/www.servsig.org\/wordpress\/wp-json\/wp\/v2\/media?parent=3187"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.servsig.org\/wordpress\/wp-json\/wp\/v2\/categories?post=3187"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.servsig.org\/wordpress\/wp-json\/wp\/v2\/tags?post=3187"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}