a dyadic perspective

Sahhar, Y., Loohuis, R., & Henseler, J. (2021). Towards a circumplex typology of customer service experience management practices: a dyadic perspective. Journal of Service Theory and Practice, 31(3), 366-395. https://doi.org/10.1108/JSTP-06-2020-0118Purpose: The purpose of this study is to identify the practices used by service providers to manage the customer service experience (CSE) across multiple phases of the customer journey in a business-to-business (B2B) setting. Design/methodology/approach: This study comprises an ethnography that investigates in real time, from a dyadic perspective, and the CSE management practices at two service providers operating in knowledge-intensive service industries over a period of eight months. Analytically, the study concentrates on critical events that occurred in phases of the customer journey that in some way alter CSE, thus making it necessary for service providers to act to keep their customers satisfied. Findings: The study uncovers four types of service provider practices that vary based on the mode of organization (ad hoc or regular) and the mode of engagement (reactive or proactive) and based on whether they restore or bolster CSE, including the recurrence of these practices in the customer journey. These practices are conveniently presented in a circumplex typology of CSE management across five phases in the customer journey. Research limitations/implications: This paper advances the research in CSE management throughout the customer journey in the B2B context by showing that CSE management is dynamic, recurrent and multifaceted in the sense that it requires different modes of organization and engagement, notably during interaction with customers, in different phases of the customer journey. Practical implications: The circumplex typology acts as a tool for service providers, helping them to redesign their CSE management practices in ongoing service and dialogical processes to keep their customers more engaged and satisfied. Originality/value: This paper is the first to infuse a dyadic stance into the ongoing discussion of CSE management practices in B2B, in which studies to date have deployed only provider or customer perspectives. In proposing a microlevel view, the study identifies service providers' CSE management practices in multiple customer journey phases, especially when the situation becomes critical.publishersversionpublishe

GraphEx:Visualizing and managing customer experience in its multidimensionality

Sahhar, Y., Loohuis, R., & Henseler, J. (2023). GraphEx: Visualizing and Managing Customer Experience in its Multidimensionality. Journal of Service Theory and Practice, 33(7), 94-115. https://doi.org/10.1108/JSTP-03-2023-0077Purpose – Customer experience has become a vital premise in service theory and practice. Despite researchers’ and managers’ growing interest, the customer experience remains a complex and multidimensional concept that is challenging for service providers to understand. This study aims to graph the experience in its multidimensionality by categorizing and proposing matching practices for service marketing managers to channel and foster customer experiences in customer journeys. Design/methodology/approach – To support the predominantly conceptual nature of the study, an abductive approach underpinned by the authors’ vast experience in academia and practice, real-life autohermeneutic phenomenological experience tales and theory on customer experience and its management by providers is deployed to craft a model that addresses and highlights the multidimensionality of experience. Findings – This study introduces the “GraphEx” (Graph Experience) hip-pocket model, which expresses customer experience in a simple yet multidimensional fashion and offers managerial practices to foster the customer’s experience. The model contains three dimensions (valence, type of experience and visceral intensity) and five managerial practices (urgent patchwork, restoring, activating and stimulating desire, bolstering and safeguarding appreciation). Originality/value – This study contributes to the service literature by creating granularity in the multidimensionality of customer experience. This study advances customer experience management in practice by providing service managers with novel possibilities for understanding and managing customer experiences intelligently. This can help service providers streamline and innovate customer experience strategies during customer journeys and foster customer loyalty.publishersversionpublishe

The influence of different framing strategies in the social construction of a niche: ambidexterity in developing a bio resource market

Which framing strategy helps developing a regional bio resource market? Building on literature interested in the social construction of niches in the renewable energy technology, we examine how the enactment of different framing strategies (diagnostic, prognostic, and motivational) influence how a niche is shielded against competing bio-resource niches, how mobilization and learning unfolds, and pre-determine the strategies underlying the empowerment of a niche. In a comparative study, we evaluate two regional bio-resource projects aimed to develop a sustainable bio resource market for small scale combustion in the Netherlands in the period 2009 until 2014. In analyzing the first project, we found that a diagnostic framing strategy that emphasizes the sustainable character of a project is important for shielding a bio-resource project as well as developing exposure and legitimacy. However, it constrains mobilization and learning processes and requires a radical transformation of existing logics and practices. In the second project, we found that prognostic and motivational framing strategies are useful to spur nurturing in terms of mobilization and learning because such strategies provide a rational for action especially when such strategies account for the individual economic and image benefits of participating parties. Overall, our study suggest that a diagnostic frame is important to justify a bio-resource project but should not overshadow the processes that support the nurturing and empowerment of a bio resource niche. This papers aims to contribute to scholarship interested in the social construction of renewable energy niches by showing how framing strategies influence the development of niches. Furthermore, we offer interested renewable energy practitioners a taxonomy of framing strategies that can be used for shielding, nurturing, and empowering their ideas

A temporal perspective on phronetic strategizing:exploring strategy making in unsettled times

Strategy making in organizations is a future oriented process and is fundamentally complex and full of uncertainties. Therefore there is a need to further improve our understanding of the way organizational actors exercise their judgment and how this informs strategic action and change. However, the role of temporality in such processes in poorly understood. In this paper we further take up this perspective and propose and apply a temporal perspective on practical judgement to study how situated actors embark on strategic action and change in respond to drastic institutional changes. By temporality is implied the dominant temporal orientations of situated actors towards either the past, present, or future that shape the way practical judgment unfolds and influences how and when strategic action and change comes about. We draw on a study of six nonprofit associations in the Netherlands who are usually concerned with the maintenance and protection of their local environments and preservation of the cultural value. We examined how members of these associations engage in practical judgement based on their dominant temporal orientations in response to a drastic change in the subsidy regimes forcing them to reconsider their strategies. We found three fundamentally different outcomes for strategic action and change: suspending (past oriented), desiring (present oriented) and adapting (future oriented). We elaborate on each of them and why practical judgement processes varied leading to these outcomes on how that relates to each dominant temporal orientation. Contributions are offered to the strategy as practice literature by proposing a temporal perspective and highlight the importance of agency in relation to outcomes in strategy practices. We also contribute to the literature on practical judgment especially in regard to the tensions that organizational actors undergo when they are forced to make tradeoffs between realizing internal goods through practice and external goods demanded by institutions

How activists and target organizations collaborate in the face of emerging contingencies:setbacks and inaction: constraining or enablers of change?

In this paper, we attempt to examine the sources of agency of target organizations when engaged in collective change processes organized by activists concerned with environmental issues and sustainable development in the eastern part of the Netherlands. In combining social movement and institutional entrepreneurship literature, we examine why and how target organizations engage in collective action, change their practices, and adopt new ones in the pursuit of solving a common issue with the help of activists. We found that motivations and intentions to contribute to collective action were instrumental in the beginning of their participation. However, as the project evolves, intentions changed through a reorientation of existing practices and positions in the collective change process of target organizations. This shift was caused by inaction and other setbacks where target organizations and activists were exposed. These changes in turn, set in new practice development and organizational forms necessary to continue collective change. With these findings, we contribute to an understanding of network mobilization by showing the emergent and dynamic character of collective change and especially indicate setbacks and inaction as both constraining and necessary condition for change

Characterisation of age and polarity at onset in bipolar disorder

Background Studying phenotypic and genetic characteristics of age at onset (AAO) and polarity at onset (PAO) in bipolar disorder can provide new insights into disease pathology and facilitate the development of screening tools. Aims To examine the genetic architecture of AAO and PAO and their association with bipolar disorder disease characteristics. Method Genome-wide association studies (GWASs) and polygenic score (PGS) analyses of AAO (n = 12 977) and PAO (n = 6773) were conducted in patients with bipolar disorder from 34 cohorts and a replication sample (n = 2237). The association of onset with disease characteristics was investigated in two of these cohorts. Results Earlier AAO was associated with a higher probability of psychotic symptoms, suicidality, lower educational attainment, not living together and fewer episodes. Depressive onset correlated with suicidality and manic onset correlated with delusions and manic episodes. Systematic differences in AAO between cohorts and continents of origin were observed. This was also reflected in single-nucleotide variant-based heritability estimates, with higher heritabilities for stricter onset definitions. Increased PGS for autism spectrum disorder (β = −0.34 years, s.e. = 0.08), major depression (β = −0.34 years, s.e. = 0.08), schizophrenia (β = −0.39 years, s.e. = 0.08), and educational attainment (β = −0.31 years, s.e. = 0.08) were associated with an earlier AAO. The AAO GWAS identified one significant locus, but this finding did not replicate. Neither GWAS nor PGS analyses yielded significant associations with PAO. Conclusions AAO and PAO are associated with indicators of bipolar disorder severity. Individuals with an earlier onset show an increased polygenic liability for a broad spectrum of psychiatric traits. Systematic differences in AAO across cohorts, continents and phenotype definitions introduce significant heterogeneity, affecting analyses