Pub Date : 2021-08-27DOI: 10.15358/2511-8676-2021-3-176
Rodi Akalan
In an increasingly competitive environment, manufacturers are seeking for new ways of sustainable growth. Different resources (i.e., products, services, knowledge) are integrated into innovative business solutions to solve an entire customer problem. Business solution research is a dynamic research domain with a continuously increasing research output. This study provides a systematic literature review on business solution research. It reviews 355 articles from 1964 to 2020. On the one hand, the review’s objective is to develop a consistent definition and to retrace the evolutionary path of business solutions. On the other hand, the review aims to investigate outcomes and challenges of business solutions and uncover existing research gaps. These insights can help researchers to gain a quick and up-to-date snapshot of business solution research. Managers can benefit by understanding conceptual foundations of business solutions and potential risks, challenges, and outcomes.
{"title":"Business Solutions in the B2B World - A Systematic Literature Review","authors":"Rodi Akalan","doi":"10.15358/2511-8676-2021-3-176","DOIUrl":"https://doi.org/10.15358/2511-8676-2021-3-176","url":null,"abstract":"In an increasingly competitive environment, manufacturers are seeking for new ways of sustainable growth. Different resources (i.e., products, services, knowledge) are integrated into innovative business solutions to solve an entire customer problem. Business solution research is a dynamic research domain with a continuously increasing research output. This study provides a systematic literature review on business solution research. It reviews 355 articles from 1964 to 2020. On the one hand, the review’s objective is to develop a consistent definition and to retrace the evolutionary path of business solutions. On the other hand, the review aims to investigate outcomes and challenges of business solutions and uncover existing research gaps. These insights can help researchers to gain a quick and up-to-date snapshot of business solution research. Managers can benefit by understanding conceptual foundations of business solutions and potential risks, challenges, and outcomes.","PeriodicalId":102066,"journal":{"name":"Journal of Service Management Research","volume":"60 2 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2021-08-27","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"133546250","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2021-08-27DOI: 10.15358/2511-8676-2021-3-196
J. Hendricks, G. Schmitz, Zelal Ates, M. Büttgen
Patients interact with various health care service network partners, whereby nurses play an integral role in providing health care services on the patient level. Drawing on social exchange theory and considering citizenship and dysfunctional patient behavior from a value co-creation (and even co-destruction) perspective, the purpose of the present study is to identify drivers that promote citizenship and reduce dysfunctional patient behavior in service interactions with nurses at the same time. Using PLS-SEM and survey data from 404 inpatients, results demonstrate the importance of perceived citizenship behavior of nurses for patient citizenship behavior by showing a significant direct effect (and partially even an indirect effect mediated by patients’ positive emotions) on all identified forms. However, it provides little chances to reduce dysfunctional patient behaviors, as there hardly exists any significant (direct or indirect) effect.
{"title":"Value Co-Creation and Co-Destruction in Health Care: Analyzing Citizenship and Dysfunctional Patient Behavior in Nurse-Patient Encounters","authors":"J. Hendricks, G. Schmitz, Zelal Ates, M. Büttgen","doi":"10.15358/2511-8676-2021-3-196","DOIUrl":"https://doi.org/10.15358/2511-8676-2021-3-196","url":null,"abstract":"Patients interact with various health care service network partners, whereby nurses play an integral role in providing health care services on the patient level. Drawing on social exchange theory and considering citizenship and dysfunctional patient behavior from a value co-creation (and even co-destruction) perspective, the purpose of the present study is to identify drivers that promote citizenship and reduce dysfunctional patient behavior in service interactions with nurses at the same time. Using PLS-SEM and survey data from 404 inpatients, results demonstrate the importance of perceived citizenship behavior of nurses for patient citizenship behavior by showing a significant direct effect (and partially even an indirect effect mediated by patients’ positive emotions) on all identified forms. However, it provides little chances to reduce dysfunctional patient behaviors, as there hardly exists any significant (direct or indirect) effect.","PeriodicalId":102066,"journal":{"name":"Journal of Service Management Research","volume":"17 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2021-08-27","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"125566812","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2021-08-27DOI: 10.15358/2511-8676-2021-3-143
Martin Matzner, Tobias Pauli, E. Marx, Jürgen Anke, J. Poeppelbuss, E. Fielt, S. Gregor, Ruonan Sun, K. Hydle, T. Aas, M. Aanestad, J. Gordijn, F. Kaya, Andrea Wieringa
Given the considerable success of companies such as Apple, Amazon or Airbnb, the term platform is on everyone’s lips today. Accordingly, platforms have long since also found their way into service science. However, mastering the transition from established product-sales-based offerings to platform-based services and business models comes with a multitude of challenges. In a B2B context, incumbent companies need to carefully evaluate how they can benefit from the establishment of platforms, especially in light of the effects on their existing business models and ties to other actors. Hence, we invited scholars with different backgrounds to provide viewpoints on the opportunities and challenges of the transition to platform-based services and business models in a B2B environment. The individual commentaries provide various insights on how to conduct this transition and benefit from it successfully. To do so, they contrast different approaches for establishing and governing ecosystems around platforms, discuss B2B-specific pitfalls and opportunities of platform business models, uncover the supporting role of platforms for smart service development, and stress the importance of platform and ecosystem thinking as a necessary mindset.
{"title":"Transitioning to Platform-based Services and Business Models in a B2B Environment","authors":"Martin Matzner, Tobias Pauli, E. Marx, Jürgen Anke, J. Poeppelbuss, E. Fielt, S. Gregor, Ruonan Sun, K. Hydle, T. Aas, M. Aanestad, J. Gordijn, F. Kaya, Andrea Wieringa","doi":"10.15358/2511-8676-2021-3-143","DOIUrl":"https://doi.org/10.15358/2511-8676-2021-3-143","url":null,"abstract":"Given the considerable success of companies such as Apple, Amazon or Airbnb, the term platform is on everyone’s lips today. Accordingly, platforms have long since also found their way into service science. However, mastering the transition from established product-sales-based offerings to platform-based services and business models comes with a multitude of challenges. In a B2B context, incumbent companies need to carefully evaluate how they can benefit from the establishment of platforms, especially in light of the effects on their existing business models and ties to other actors. Hence, we invited scholars with different backgrounds to provide viewpoints on the opportunities and challenges of the transition to platform-based services and business models in a B2B environment. The individual commentaries provide various insights on how to conduct this transition and benefit from it successfully. To do so, they contrast different approaches for establishing and governing ecosystems around platforms, discuss B2B-specific pitfalls and opportunities of platform business models, uncover the supporting role of platforms for smart service development, and stress the importance of platform and ecosystem thinking as a necessary mindset.","PeriodicalId":102066,"journal":{"name":"Journal of Service Management Research","volume":"48 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2021-08-27","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"127572304","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2020-06-18DOI: 10.15358/2511-8676-2020-2-3-100
Judith Dannenbaum, L. Edinger‐Schons, M. Rese, Olaf Plötner, J. Wieseke
Since the beginning of the 1990s, selling integrated bundles of goods and services – so-called hybrid offerings – have emerged as a trend in industrial markets. Hybrid offerings are proposed to help companies to differentiate in highly competitive markets and to generate higher margins. Meanwhile, as anecdotal evidence suggests, many companies still fail to offer such hybrid offerings successfully. Hence, the purpose of this study is to test whether a positive relationship between implementing a hybrid offering strategy and companies’ financial success exists and which contingency factors moderate this relationship. By using a cross-industry survey of N=299 European industrial companies from various industries which combine products and services to varying degrees, the study at hand reveals that a hybrid offering strategy is especially successful under conditions of fierce competition. Results further reveal that a company’s proactive decision to implement a hybrid offering strategy (instead of a mere reaction to customer pressure) affects the performance gains that the company can reap from hybrid offerings. Furthermore, results indicate that capabilities such as top-management commitment, modularization, as well as a supporting infrastructure significantly leverage the success of a hybrid offering strategy. These results have important implications for academic knowledge on hybrid offerings as well as the management of service infusion processes in companies.
{"title":"What Does it Take to Successfully Implement a Hybrid Offering Strategy? A Contingency Perspective","authors":"Judith Dannenbaum, L. Edinger‐Schons, M. Rese, Olaf Plötner, J. Wieseke","doi":"10.15358/2511-8676-2020-2-3-100","DOIUrl":"https://doi.org/10.15358/2511-8676-2020-2-3-100","url":null,"abstract":"Since the beginning of the 1990s, selling integrated bundles of goods and services – so-called hybrid offerings – have emerged as a trend in industrial markets. Hybrid offerings are proposed to help companies to differentiate in highly competitive markets and to generate higher margins. Meanwhile, as anecdotal evidence suggests, many companies still fail to offer such hybrid offerings successfully. Hence, the purpose of this study is to test whether a positive relationship between implementing a hybrid offering strategy and companies’ financial success exists and which contingency factors moderate this relationship. By using a cross-industry survey of N=299 European industrial companies from various industries which combine products and services to varying degrees, the study at hand reveals that a hybrid offering strategy is especially successful under conditions of fierce competition. Results further reveal that a company’s proactive decision to implement a hybrid offering strategy (instead of a mere reaction to customer pressure) affects the performance gains that the company can reap from hybrid offerings. Furthermore, results indicate that capabilities such as top-management commitment, modularization, as well as a supporting infrastructure significantly leverage the success of a hybrid offering strategy. These results have important implications for academic knowledge on hybrid offerings as well as the management of service infusion processes in companies.","PeriodicalId":102066,"journal":{"name":"Journal of Service Management Research","volume":"4 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2020-06-18","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"130197313","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2020-06-18DOI: 10.15358/2511-8676-2020-2-3-133
M. Haase
The concepts of value, value creation, and value cocreation figure prominently in service-oriented approaches to marketing studies, especially servicedominant logic. However, the meaning of these concepts is fuzzy and dependent on the theoretical context in which they are used. In addition, philosophical, economic, and sociological conceptualizations, among others, have affected the meaning of the concept of value. Harking back to Kant and Lotze, with reference to epistemology and ontology, this paper investigates the role philosophical and economic value theory can play in understanding value-related concepts in marketing studies and in the further development of marketing studies within the social sciences.
{"title":"Considering Value-related Concepts in Service-oriented Approaches to Marketing Studies in Light of Philosophical and Economic Value Theories","authors":"M. Haase","doi":"10.15358/2511-8676-2020-2-3-133","DOIUrl":"https://doi.org/10.15358/2511-8676-2020-2-3-133","url":null,"abstract":"The concepts of value, value creation, and value cocreation figure prominently in service-oriented approaches to marketing studies, especially servicedominant logic. However, the meaning of these concepts is fuzzy and dependent on the theoretical context in which they are used. In addition, philosophical, economic, and sociological conceptualizations, among others, have affected the meaning of the concept of value. Harking back to Kant and Lotze, with reference to epistemology and ontology, this paper investigates the role philosophical and economic value theory can play in understanding value-related concepts in marketing studies and in the further development of marketing studies within the social sciences.","PeriodicalId":102066,"journal":{"name":"Journal of Service Management Research","volume":"32 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2020-06-18","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"117305785","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2020-02-27DOI: 10.15358/2511-8676-2020-1-21
P. Meyer, J. Jonas, Angela Roth
Due to rising online competition, increasing cost pressure and cross-channel customer journeys, stationary retail has tried to develop innovative value propositions and co-create value with customers through new technologies, which are expected to profoundly change the stationary retail’s service systems. Among other technologies, service robots are said to have the potential to revitalise interactive value creation in stationary retail. However, the integration of such technologies poses new challenges. Prior research has looked at customers’ acceptance of service robots in stationary retail settings, but few studies have explored their counterparts – the frontline employees’ (FLEs) perspective. Yet, FLEs’ acceptance of service robots is crucial to implement service robots for retail innovation. To explore FLEs’ acceptance of and resistance to service robots, a qualitative exploratory interview study is conducted. It identifies decisive aspects, amongst others loss of status or role incongruency. The findings extend prior studies on technology acceptance and resistance and reveal i.a. that FLEs perceive service robots as both a threat and potential support. Moreover, they feel hardly involved in the co-creation of use cases for a service robot, although they are willing to contribute.
{"title":"Frontline Employees' Acceptance of and Resistance to Service Robots in Stationary Retail - An Exploratory Interview Study","authors":"P. Meyer, J. Jonas, Angela Roth","doi":"10.15358/2511-8676-2020-1-21","DOIUrl":"https://doi.org/10.15358/2511-8676-2020-1-21","url":null,"abstract":"Due to rising online competition, increasing cost pressure and cross-channel customer journeys, stationary retail has tried to develop innovative value propositions and co-create value with customers through new technologies, which are expected to profoundly change the stationary retail’s service systems. Among other technologies, service robots are said to have the potential to revitalise interactive value creation in stationary retail. However, the integration of such technologies poses new challenges. Prior research has looked at customers’ acceptance of service robots in stationary retail settings, but few studies have explored their counterparts – the frontline employees’ (FLEs) perspective. Yet, FLEs’ acceptance of service robots is crucial to implement service robots for retail innovation. To explore FLEs’ acceptance of and resistance to service robots, a qualitative exploratory interview study is conducted. It identifies decisive aspects, amongst others loss of status or role incongruency. The findings extend prior studies on technology acceptance and resistance and reveal i.a. that FLEs perceive service robots as both a threat and potential support. Moreover, they feel hardly involved in the co-creation of use cases for a service robot, although they are willing to contribute.","PeriodicalId":102066,"journal":{"name":"Journal of Service Management Research","volume":"1 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2020-02-27","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"128912743","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2020-02-27DOI: 10.15358/2511-8676-2020-1-9
Nobuyuki Fukawa
Radical changes in the technological environment have been forcing service providers to consider whether, if so, how to automate any aspects of their services with robots and other emerging technologies. Some service providers have been adopting robotic service assistants, and even creating organizations partially or fully automated by robots. However, some service providers have not been able to fully take advantage of RSAs’ benefits in a way that enhances customer service experiences. We review those challenges of RSAs and discuss the potential application of blockchain technology in governing a robotic service organization, the concept we propose in this study. Drawing on transaction cost theory and resource-based theory, we discuss theoretical implications of the impact of blockchain technology on the governance of a robotic service organization. Our study represents one of the first theoretical research to evaluate the impact of blockchain technology in a robotic service economy.
{"title":"Robots on Blockchain: Emergence of Robotic Service Organizations","authors":"Nobuyuki Fukawa","doi":"10.15358/2511-8676-2020-1-9","DOIUrl":"https://doi.org/10.15358/2511-8676-2020-1-9","url":null,"abstract":"Radical changes in the technological environment have been forcing service providers to consider whether, if so, how to automate any aspects of their services with robots and other emerging technologies. Some service providers have been adopting robotic service assistants, and even creating organizations partially or fully automated by robots. However, some service providers have not been able to fully take advantage of RSAs’ benefits in a way that enhances customer service experiences. We review those challenges of RSAs and discuss the potential application of blockchain technology in governing a robotic service organization, the concept we propose in this study. Drawing on transaction cost theory and resource-based theory, we discuss theoretical implications of the impact of blockchain technology on the governance of a robotic service organization. Our study represents one of the first theoretical research to evaluate the impact of blockchain technology in a robotic service economy.","PeriodicalId":102066,"journal":{"name":"Journal of Service Management Research","volume":"1 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2020-02-27","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"128201415","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2019-12-05DOI: 10.15358/2511-8676-2019-4-195
Hannes Boepple, J. Göttling, Marie-Christin Papen, F. Siems
For companies, complaints are a valuable customer reaction to dissatisfaction. They enable the company to respond to customer issues to prevent them from changing supplier or spreading negative word-of-mouth communication. Previous research identified various influencing factors of complaint behaviour. However, it has been scarcely considered which aspects influence the selection of the complaint channel (e. g. telephone, social media). Therefore, a 1x2 experimental study (n = 244) was conducted. Results reveal effects of personal characteristics (aggressiveness, argumentativeness and social anxiety) on complaint channel choice. A moderating effect of failure severity was also partially found. From a managerial perspective, it is recommended to provide various complaint options. This would allow the disappointed consumer to choose an adequate complaint channel depending on his or her personality.
{"title":"An Empirical Investigation into Personal Characteristics' Effect on Choosing Complaint Channels","authors":"Hannes Boepple, J. Göttling, Marie-Christin Papen, F. Siems","doi":"10.15358/2511-8676-2019-4-195","DOIUrl":"https://doi.org/10.15358/2511-8676-2019-4-195","url":null,"abstract":"For companies, complaints are a valuable customer reaction to dissatisfaction. They enable the company to respond to customer issues to prevent them from changing supplier or spreading negative word-of-mouth communication. Previous research identified various influencing factors of complaint behaviour. However, it has been scarcely considered which aspects influence the selection of the complaint channel (e. g. telephone, social media). Therefore, a 1x2 experimental study (n = 244) was conducted. Results reveal effects of personal characteristics (aggressiveness, argumentativeness and social anxiety) on complaint channel choice. A moderating effect of failure severity was also partially found. From a managerial perspective, it is recommended to provide various complaint options. This would allow the disappointed consumer to choose an adequate complaint channel depending on his or her personality.","PeriodicalId":102066,"journal":{"name":"Journal of Service Management Research","volume":"9 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2019-12-05","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"116759142","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2019-02-27DOI: 10.15358/2511-8676-2019-1-37
Katja Rummelhagen, M. Benkenstein
sociate at the Institute for Marketing and Service Research, University of Rostock, Ulmenstraße 69, 18057 Rostock, Germany, E-Mail: katja.rummelhagen@uni-rostock.de * Corresponding Author. Martin Benkenstein is Professor for Service Management, Institute for Marketing and Service Research, University of Rostock, Ulmenstraße 69, 18057 Rostock, Germany, E-Mail: martin.benkenstein@unirostock.de When Service Employees Should Not Go the Extra Mile: The Interaction Between Perceived Employee Effort and Customer Misbehaviour Severity
{"title":"When Service Employees Should Not Go the Extra Mile: The Interaction Between Perceived Employee Effort and Customer Misbehaviour Severity","authors":"Katja Rummelhagen, M. Benkenstein","doi":"10.15358/2511-8676-2019-1-37","DOIUrl":"https://doi.org/10.15358/2511-8676-2019-1-37","url":null,"abstract":"sociate at the Institute for Marketing and Service Research, University of Rostock, Ulmenstraße 69, 18057 Rostock, Germany, E-Mail: katja.rummelhagen@uni-rostock.de * Corresponding Author. Martin Benkenstein is Professor for Service Management, Institute for Marketing and Service Research, University of Rostock, Ulmenstraße 69, 18057 Rostock, Germany, E-Mail: martin.benkenstein@unirostock.de When Service Employees Should Not Go the Extra Mile: The Interaction Between Perceived Employee Effort and Customer Misbehaviour Severity","PeriodicalId":102066,"journal":{"name":"Journal of Service Management Research","volume":"21 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2019-02-27","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"124588612","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 1900-01-01DOI: 10.5771/2511-8676-2023-1-7
Frederica Janotta
One of the main challenges of investigating consumers’ perceptions and acceptance of emergent technologies is that respondents have not had any experience with them. This posits the question of how such technologies can be effectively presented to consumers both in the context of research and in measures to foster acceptance. Using automated driving as a case study, this paper presents results from a comparative study of three presentation forms (vignette, real-world video, computer-generated VR) of a ride in an automated vehicle in an empirical study with 103 participants. Results from quantitative analyses show that both real-world videos and the VR simulation outperform textual descriptions in terms of visualisation capability and user experience. Unexpectedly, the VR simulation does not perform significantly better at creating mental images of automated driving than a vignette. Recommendations are offered regarding the choice of a suitable presentation form in empirical research in relation to study objectives.
{"title":"Making emergent technologies more tangible - Effects of presentation form on user perceptions in the context of automated mobility","authors":"Frederica Janotta","doi":"10.5771/2511-8676-2023-1-7","DOIUrl":"https://doi.org/10.5771/2511-8676-2023-1-7","url":null,"abstract":"One of the main challenges of investigating consumers’ perceptions and acceptance of emergent technologies is that respondents have not had any experience with them. This posits the question of how such technologies can be effectively presented to consumers both in the context of research and in measures to foster acceptance. Using automated driving as a case study, this paper presents results from a comparative study of three presentation forms (vignette, real-world video, computer-generated VR) of a ride in an automated vehicle in an empirical study with 103 participants. Results from quantitative analyses show that both real-world videos and the VR simulation outperform textual descriptions in terms of visualisation capability and user experience. Unexpectedly, the VR simulation does not perform significantly better at creating mental images of automated driving than a vignette. Recommendations are offered regarding the choice of a suitable presentation form in empirical research in relation to study objectives.","PeriodicalId":102066,"journal":{"name":"Journal of Service Management Research","volume":"101 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1900-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"122712594","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
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