| 1. |
- Deraz, Hossam, 1971-
(författare)
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Social Networking Sites – Consumers’ assessment of the value of advertisements (Extended Model)
- 2018
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Doktorsavhandling (övrigt vetenskapligt/konstnärligt)abstract
- In light of the identified shortcomings in the earlier studies of consumers’ assessment of advertisement value on social networking sites, and the relative importance of explaining advertisement value, the overall purpose of this dissertation is to develop and empirically test a conceptual framework that can advance knowledge and increase our understanding of how online consumers assess the value of advertisements on social networking sites. In reference to this purpose, this doctoral dissertation has sought to answer the following overarching research question: What are the relevant variables that predict online consumers’ assessment of advertisement value on social networking sites, and how do these variables affect their assessment?To achieve the purpose of this study and to answer its overarching research question, a mixed method approach was used, adapting both quantitative and qualitative methods. A sequential explanatory strategy using mixed methods was the primary approach used to explain and interpret the quantitative results, by collecting and analyzing follow-up qualitative data. Consequently, this study started by doing a systematic literature review to identify the related factors, followed by a conceptual study to provide an extended conceptual framework that connected consumer beliefs to their sources of gratifications from using SNSs. That conceptual framework was partially examined in three survey papers to test the effects of its five belief factors (information value, entertainment value, irritation value, interactivity value, and credibility value) on assesments of advertisement value on SNSs. The three survey papers found that these five belief factors have significant effects on assessments of advertisement value on social networking sites. However, those effects varied according to consumers’ cultural backgrounds. The three survey papers were then followed by a qualitative focus group study to give a deeper explanation, and to discover the underlying reasons behind consumers’ assessment of advertisement value. That focus group study confirmed the role of culture in assessing the value of advertisements, and it gave deeper explanations behind the reasons for that variance in assessments of advertisement value within the context of social networking sites from one research population to another. In general, this study contributes to the understanding of consumers’ assessments of advertisements on social networking sites. It offers a new approach by connecting consumers’ gratifications from using social networking sites to their assessment of advertisement value. In turn, it helps to reflect a number of valuable insights that can be utilized by both researchers and marketers in order to understand how the addressed factors enhance consumers’ assessments by testing the contribution of credibility, interactivity value, social influence, pre-purchase search motivation, and cultural backgrounds, in addition to previously tested variables: information value, entertainment value, and irritation value.
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| 2. |
- Irgang dos Santos, Luís Fernando, 1989-
(författare)
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Continuous Finding Problems and Implementing Solutions in Health Care-Associated Infections : The Role of Infection Preventionists
- 2020
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Licentiatavhandling (övrigt vetenskapligt/konstnärligt)abstract
- This licentiate thesis aims to understand how infection preventionists (IPs) continuously find problems and implement solutions related to health care-associated infections (HAIs) in hospital settings.HAIs are infections acquired by patients during the process of care and are among the main causes of deaths worldwide. Recently, practices for HAIs prevention and control have challenged IPs due to pandemics (e.g. COVID-19), antimicrobial resistance, population aging and limited resources in health care facilities. Such challenges demand actions to find, solve problems and implement solutions. However, IPs often fail to address these problems. The reasons stem from their inability to timely identify valuable problems and implement new solutions. Although the literature on infection prevention and control is well developed, previous studies have largely investigated how IPs implement preconceived practices to solve given problems as a single event, rather than on how to continuously find problems and implement solutions. This licentiate thesis comprises two empirical papers. Paper I investigates how infection prevention and control teams find problems with HAIs, and is based on a multiple case study of three infection prevention and control teams from one Swedish and two Brazilian hospitals. Paper II investigates how IPs continuously implement changes in infection prevention and control practices during pandemics, and is based on a qualitative descriptive study. The data in both papers were collected from 44 semi-structured interviews with health care professionals enrolled as IPs in Brazilian and Swedish hospitals. The key theories and literatures covered include Problem-Finding and Problem-Solving Perspective and Implementation research.This licentiate thesis contains three main contributions. First, it advances the Problem-Finding and Problem-Solving Perspective literature by providing empirical evidence on how to create valuable knowledge from ill-structured and complex problems. Second, this licentiate thesis suggests a distinction between HAI prevention and HAI control based on two modes of decision-making for finding valuable problems with HAIs. Third, the licentiate thesis describes and categorizes sets of practices that allow to continuously implement changes of infection prevention and control practices during pandemics.
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| 3. |
- Miranda, Ronaldo Leão de, et al.
(författare)
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Satisfação do Consumidor : Um Estudo Comparativo entre Usuários de Uber e Táxi
- 2023
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Ingår i: Revista de Negócios. - Blumenau. - 1413-3849 .- 1980-4431. ; 27:1, s. 41-56
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Tidskriftsartikel (refereegranskat)abstract
- Num ambiente cada vez mais competitivo, a satisfação do consumidor se tornou um dos principaisobjetivos das organizações que desejam criar e manter vantagem competitiva. Nesse cenário, paraconquistar a satisfação e a lealdade do consumidor, é necessário avaliar sua percepção em relação aqualidade dos serviços ofertados. Assim sendo, este estudo objetiva avaliar a satisfação dos usuáriosde Uber e táxi no Brasil a partir da percepção de qualidade dos serviços. Um questionário online foidesenvolvido com base na escala Servqual e contou com a participação de 442 respondentes. Osresultados da pesquisa indicam que os usuários, tanto do Uber quanto de táxi, consideram-sesatisfeitos com a qualidade dos serviços oferecidos; sendo que para os usuários de Uber os atributosmais importantes estão relacionados à “Usabilidade”, enquanto para os usuários de táxi os aspectosmais relevantes para a satisfação referem-se a dimensão dos “Tangíveis”.
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| 4. |
- Solberg Søilen, Klaus, 1968-, et al.
(författare)
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Knowledge Management systems and Human Resource Management policies for Innovation benchmarking : a study at ST Ericsson
- 2013
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Ingår i: International Journal of Innovation Science. - Brentwood, Essex : Multi-Science Publishing. - 1757-2223. ; 5:3, s. 159-171
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Tidskriftsartikel (refereegranskat)abstract
- This paper shows in theory how a knowledge management system can be built as a human resource management (HRM) function. The solution builds on the notion of innovation benchmarking. A case study from the company ST Ericsson illustrates the discrepancy between what the company needs to do and what the HRM function is able to support when it comes to innovation. The study shows the ability of employees in the company to innovate within key success factors. More worryingly, it also shows key areas where the company is not able to compete and where it is not getting any support from the HRM function. At the end, we identify a number of directions for future research in the field of innovation benchmarking as it relates to HRM policies.
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| 5. |
- Solberg Søilen, Klaus, 1968-, et al.
(författare)
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The perception of useful information derived from Twitter : A survey of professionals
- 2017
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Ingår i: Journal of Intelligence Studies in Business. - Halmstad : Halmstad University. - 2001-015X. ; 7:3, s. 50-61
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Tidskriftsartikel (refereegranskat)abstract
- In this study we gathered data from 220 professional users of information via a survey. Twitter is perceived as a service for useful information but not for the reason one may expect, not because the content of the tweets give valuable information, but because of what can be derived and extracted from the information that is being tweeted and not tweeted. Professional users are aware that tweets are being manipulated by communication departments so they adjust for this in their understanding of the content that is being delivered. For the same reason “fake news” is not seen as a problem either by professionals. Twitter is seen as valuable alongside other social media software (additional software solutions) and used directly together with other software (integrated software solutions). As a stand-alone service it is found to be of less value to experienced users and there are no signs that Twitter is a valuable tool for learning.
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| 6. |
- Tontini, Gerson, 1964-, et al.
(författare)
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How do interactions of Kano model attributes affect customer satisfaction? An analysis based on psychological foundations
- 2013
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Ingår i: Total Quality Management and Business Excellence. - Abington, United kingdom : Routledge. - 1478-3363 .- 1478-3371. ; 24:11-12, s. 1253-1271
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Tidskriftsartikel (refereegranskat)abstract
- This paper analyses how the interactions of services' attributes, classified by the Kano model, affect customer satisfaction. The present research argues that foundations of the attributes interactions' impact on customers' satisfaction are similar to interactions between intrinsic and extrinsic psychological motivators. To carry out this research, data were collected by interviewing a sample of 119 customers of pizzerias and 152 customers of video rental stores. The results show that the impact of a superior level of ‘attractive’ and ‘one-dimensional’ attributes on customer satisfaction, decreases from 30% to 70% if ‘must-be’ or ‘one-dimensional’ attributes are unfulfilled. These findings support the assumption that it is important to achieve adequate performance of ‘must-be’ and ‘one-dimensional’ attributes before offering ‘attractive’ attributes or hoping to achieve superior performance of ‘one-dimensional’ attributes. It is important for a company to be able to identify the Kano model category for each attribute. The managerial implication suggests that companies should identify and keep ‘must-be’ and one-dimensional attributes on an adequate performance level. Only in this way attributes classified as ‘attractive’ or ‘one-dimensional’ can bring differentials in the market and have full effect on customer satisfaction. No previous papers have studied how the interaction of attributes with different Kano model classifications impact on customer satisfaction and relate it with psychological aspects. This study may lead to the development of more refined methods to design, manage and improve services and products, finding not only attributes relevancy, but also their best combination.
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| 7. |
- Tontini, Gerson, 1964-, et al.
(författare)
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How to Use Improvement Gap Analysis to Identify Which Incremental Innovations Should be Incorporated into Products : Managerial Recommendations
- 2014
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Ingår i: 2014 IEEE International Conference on Management of Innovation and Technology (ICMIT). - Piscataway, NJ : IEEE Press. - 9781479955299 ; , s. 48-53
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Konferensbidrag (refereegranskat)abstract
- This paper aims to show how the Improvement Gap Analysis method (IGA) evaluates the possible impact of incremental innovations on customer satisfaction, and to give guidelines about applying this technique in practice. Customers of two different products, that are used at home, answered questions about their current satisfaction, expected satisfaction, and expected dissatisfaction, with attributes for each product. The results show that IGA can suggest incremental innovations that could be offered in final products, and which ones may not.
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| 8. |
- Tontini, Gerson, 1964-, et al.
(författare)
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How to use spontaneous customer comments to identify nonlinear background of satisfaction with restaurant services
- 2022
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Ingår i: Benchmarking. - Bingley : Emerald Group Publishing Limited. - 1463-5771 .- 1758-4094. ; 29:2, s. 496-521
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Tidskriftsartikel (refereegranskat)abstract
- Purpose: The purpose of this study is to demonstrate how to use customer spontaneous comments to identify which aspects influence the overall customer satisfaction with restaurant services from a nonlinear perspective. Design/methodology/approach: The authors collected data from 399 spontaneous comments about a chain of fast-food restaurants in Brazil. The comments are freely available on the TripAdvisor portal and were extracted and classified according to seven dimensions related to the quality of services: tangibles, reliability, responsiveness, assurance, empathy, quality of the food and price. Next, the authors combine the critical incident technique (CIT) and the penalty-reward contrast analysis (PRCA) to investigate the nonlinear relationship between service quality assessment and overall customer satisfaction. Findings: The method of integrating CIT with PRCA explains 64.7% of the variation in the customer's assessment of the services provided (R2Adj = 0.647). This shows that spontaneous comments from customers are related to their overall satisfaction with the service provided. Besides, the findings suggest that consumers tend to comment more about positive than negative experiences regarding aspects related to food, attendants' empathy and service assurance, and more negative comments about aspects related to responsiveness and price. However, it was found that negative comments have a stronger influence on overall satisfaction than positive comments. Originality/value: Using comments available for free on the Internet and evaluating how positive and negative comments can jointly influence customer satisfaction, the proposed methodology demonstrates how restaurants can use their customers' spontaneous comments to identify critical aspects to be managed and improved. To the best of authors’ knowledge, this is the first study presenting how restaurants can use customer spontaneous comments, freely available on the internet, to identify the relevance of different aspects of the services provided from a nonlinear perspective. In addition, the present study shows that although customers spontaneously tend to share more positive than negative comments about restaurant services, events related to negative experiences have a stronger influence on overall satisfaction. © 2021, Emerald Publishing Limited.
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| 9. |
- Tontini, Gerson, 1964-, et al.
(författare)
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Innovation Management
- 2015
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Ingår i: The SAGE Encyclopedia of Quality and the Service Economy. - Thousand Oaks, CA : Sage Publications. - 9781452256726 - 1452256721 ; , s. 305-312
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Bokkapitel (refereegranskat)
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| 10. |
- Tontini, Gerson, 1964-, et al.
(författare)
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Nonlinear antecedents of customer satisfaction and loyalty in third-party logistics services
- 2017
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Ingår i: Asia Pacific Journal of Marketing and Logistics. - Bingley : Emerald Group Publishing Limited. - 1355-5855 .- 1758-4248. ; :5, s. 1116-1135
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Tidskriftsartikel (refereegranskat)abstract
- Purpose: The purpose of this paper is to study the nonlinear impact of quality dimensions of third-party logistics (3PL) services on customer satisfaction and loyalty. Design/methodology/approach: By interviewing 167 small-size companies, and using penalty and reward contrast analysis, the paper explores the nonlinear impact of seven dimensions of 3PL services (safety, fault’s recovery, reliability, speed, flexibility, communication, and friendliness) on customer satisfaction and loyalty. Findings: The results confirm the existence of the dimensions’ nonlinear impact on customer satisfaction. It also shows that some quality dimensions have a direct and nonlinear impact on loyalty. The dimension “friendliness” has a direct impact on loyalty if the company has a below market average performance, which may lead customers to switch service providers. “Flexibility on collection and delivery” has a direct impact if the company has a higher performance, contributing to customers’ intention to continue using the service. Another finding is that, if the company delivers good service recovery after the customer found faults in the service, and if customers trust the company service, they say they intend to continue to work with the company. Research limitations/implications: The present research focused only on small companies in one country (Brazil). Further studies should be carried out to explore different countries, with different realities, and different size of companies. Practical implications: 3PL companies should not only deal with customers’ satisfaction, but also with other quality aspects that directly affect customer intention to continue doing business with the 3PL service provider. These are friendliness, flexibility regarding time and frequency of collection and delivery and faults’ recovery. Originality/value: The present research confirms that the personal relationship is a crucial aspect to be managed in order to keep customers in the long term. In addition, as opposed to most research looking for the antecedents of satisfaction and loyalty of 3PL customers, the present research shows that there is a direct nonlinear impact of the dimensions’ performance on customers’ loyalty, what should be taken in consideration by 3PL managers. It also shows how penalty-reward contrast analysis may reveal nonlinear antecedents that could be used for better understandings companies’ success in the long term. © 2017, © Emerald Publishing Limited.
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