Competing through innovation: Let the customer judge!

Although customers are the final judges of innovations, their opinions on firms’ innovations are rarely listened to. In this article, we developed a novel model for examining the antecedents and consequences of perceived firm innovativeness. We argue that when customers cognitively register changes in the value creation introduced by a firm, they perceive the firm as more innovative and, consequently, more attractive than its competitors. Using two waves of data from nationally representative samples (1,293 and 1,583 responses), we developed measures for examining changes in value creation that firms introduce and customers can perceive. We tested our theory by applying structural equation modeling to data from a nationally representative sample (5,812 responses). We found that firms that introduced changes affecting value proposition, value actualization, and interaction space were perceived as more innovative and more attractive than their competitors. Surprisingly, changes in relationship experience are negatively associated with perceived innovativeness and contribute to lower relative attractiveness in the market. One explanation is that firms introduce relationship innovations to safeguard future cash flows, which customers do not necessarily see as innovative.publishedVersio

Hvordan balansere mellom digitale og sosiale innovasjoner

Ledere som ønsker at deres bedrift skal være relevant og attraktiv, må bedre balansere forholdet mellom to innovasjonsstrategier: digitalisering av kundefronten og innovasjoner forankret i samfunnsansvar. Sistnevnte kaller vi sosiale innovasjoner. For ledere fortoner dette seg som et valg mellom å sette søkelys på innovasjoner som er til bedriftens beste, gjennom å digitalisere kundeløsninger, eller å gi oppmerksomhet til innovasjoner som er sosiale, miljø- og samfunnsnyttige. Sagt på en annen måte: Hvilke innovasjoner bidrar mest til å øke kundelojaliteten og dermed kundebasens økonomiske verdi? I denne artikkelen belyser vi problemstillingen med utgangspunkt i virksomhetenes viktigste interessentgruppe – kundene. Vi har intervjuet mer enn 10 000 kunder av norske bedrifter. Tallenes tale er klar: Sosiale innovasjoner er tre ganger så viktige som digitale i sin samvariasjon med opplevd innovasjonsevne, relativ attraktivitet og kundelojalitet. Samtidig viser resultatene at digitalisering kan være en svært viktig forutsetning for å lykkes med sosiale innovasjoner. En bedrift som vil oppnå vekst i omsetning og lojale kunder, bør derfor ikke stoppe ved digitalisering av kundeopplevelsen, men bruke de mulighetene digitalisering gir til å skape sosiale innovasjoner som bidrar gir positive bidrag til miljø og samfunn. I artikkelen belyser vi også ulike innovasjonsorienteringer som vi finner blant bedrifter og virksomheter, om de er digitalt eller sosialt forankret. Til slutt diskuterer vi hvilke ledelsesmessige implikasjoner de ulike orienteringene gir.Hvordan balansere mellom digitale og sosiale innovasjoneracceptedVersio

Behavioral Disinhibition Can Foster Intentions to Healthy Lifestyle Change by Overcoming Commitment to Past Behavior

To curb the trend towards obesity and unhealthy living, people may need to change their entire lifestyle to a healthier alternative, something that is frequently perceived to be problematic. The present research, using a large, representative community sample, hypothesized and found that a key factor responsible for why people do not intend to change lifestyles is a sense of commitment to past behavior. However we also found that the contribution of commitment was attenuated for individuals with a stronger tendency for behavioral disinhibition thus underscoring the "bright side" of this individual difference characteristic that traditionally has been mainly associated with impulsive and indulging behavior. Overall, the present findings add to our understanding of factors inhibiting and promoting healthy behavior change

“Service Encounter 2.0” : an investigation into the roles of technology, employees and customers

The service encounter – one of the foundational concepts in service research – is fundamentally changing due to rapid evolutions in technology. In this paper, we offer an updated perspective on what we label the “Service Encounter 2.0”. To this end, we develop a conceptual framework that captures the essence of the Service Encounter 2.0 and provides a synthesis of the changing interdependent roles of technology, employees, and customers. We find that technology either augments or substitutes service employees, and can foster network connections. In turn, employees and customers are taking on the role of enabler, innovator, coordinator and differentiator. In addition, we identify critical areas for future research on this important topic

Virtual reality through the customer journey: framework and propositions

While virtual reality’s importance is increasingly recognized in marketing, its role in the customer journey remains nebulous. We define virtual reality through the customer journey (VRCJ) as firms’ use of computer-mediated interactive environments capable of offering sensory feedback to engage consumers, strengthen consumer/brand relationships, and drive desired consumer behaviors at any stage of their journey. To better understand VRCJ, we classify VR archetypes, formats, and content features, followed by the development of a conceptual framework and an associated set of propositions of VRCJ. We conclude by discussing important theoretical and practical implications that arise from our analyses

Neuroanatomical heterogeneity and homogeneity in individuals at clinical high risk for psychosis

Individuals at Clinical High Risk for Psychosis (CHR-P) demonstrate heterogeneity in clinical profiles and outcome features. However, the extent of neuroanatomical heterogeneity in the CHR-P state is largely undetermined. We aimed to quantify the neuroanatomical heterogeneity in structural magnetic resonance imaging measures of cortical surface area (SA), cortical thickness (CT), subcortical volume (SV), and intracranial volume (ICV) in CHR-P individuals compared with healthy controls (HC), and in relation to subsequent transition to a first episode of psychosis. The ENIGMA CHR-P consortium applied a harmonised analysis to neuroimaging data across 29 international sites, including 1579 CHR-P individuals and 1243 HC, offering the largest pooled CHR-P neuroimaging dataset to date. Regional heterogeneity was indexed with the Variability Ratio (VR) and Coefficient of Variation (CV) ratio applied at the group level. Personalised estimates of heterogeneity of SA, CT and SV brain profiles were indexed with the novel Person-Based Similarity Index (PBSI), with two complementary applications. First, to assess the extent of within-diagnosis similarity or divergence of neuroanatomical profiles between individuals. Second, using a normative modelling approach, to assess the ‘normativeness’ of neuroanatomical profiles in individuals at CHR-P. CHR-P individuals demonstrated no greater regional heterogeneity after applying FDR corrections. However, PBSI scores indicated significantly greater neuroanatomical divergence in global SA, CT and SV profiles in CHR-P individuals compared with HC. Normative PBSI analysis identified 11 CHR-P individuals (0.70%) with marked deviation (>1.5 SD) in SA, 118 (7.47%) in CT and 161 (10.20%) in SV. Psychosis transition was not significantly associated with any measure of heterogeneity. Overall, our examination of neuroanatomical heterogeneity within the CHR-P state indicated greater divergence in neuroanatomical profiles at an individual level, irrespective of psychosis conversion. Further large-scale investigations are required of those who demonstrate marked deviation.publishedVersio

Measurement of ϒ production in pp collisions at √s = 2.76 TeV

The production of ϒ(1S), ϒ(2S) and ϒ(3S) mesons decaying into the dimuon final state is studied with the LHCb detector using a data sample corresponding to an integrated luminosity of 3.3 pb−1 collected in proton–proton collisions at a centre-of-mass energy of √s = 2.76 TeV. The differential production cross-sections times dimuon branching fractions are measured as functions of the ϒ transverse momentum and rapidity, over the ranges pT < 15 GeV/c and 2.0 < y < 4.5. The total cross-sections in this kinematic region, assuming unpolarised production, are measured to be σ (pp → ϒ(1S)X) × B ϒ(1S)→μ+μ− = 1.111 ± 0.043 ± 0.044 nb, σ (pp → ϒ(2S)X) × B ϒ(2S)→μ+μ− = 0.264 ± 0.023 ± 0.011 nb, σ (pp → ϒ(3S)X) × B ϒ(3S)→μ+μ− = 0.159 ± 0.020 ± 0.007 nb, where the first uncertainty is statistical and the second systematic

Online complaining: understanding the adoption process and the role of individual and situational characteristics

Despite the relevance of online customer complaining, little research exists in this area. The purpose of this paper is twofold. First, develop and test a conceptual model to understand customers’ intention to adopt online complaining. Second, compare two competing perspectives regarding elaboration likelihood (i.e. willingness / ability to exert cognitive effort and consumption value) for the moderating impact of individual differences. Regarding the first objective, our findings reveal that customer’s attitudes toward online complaining are explained by outcome and process characteristics. Attitude towards online complaining is also influenced by individual characteristics, but surprisingly remains unaffected by situational characteristics. In contrast, usage intentions are influenced by situational characteristics, but do not depend on personality differences. Surprising results are found concerning our second objective. For the moderating impact of affect-based personality characteristics, the often used cognitive effort perspective to elaboration likelihood is not supported. Rather the consumption value perspective applies for these variables

Innovasjon når markedene endres i turbofart!

I denne artikkelen drøfter vi betydningen av innovasjon under hyperkonkurranse: hurtig og dynamisk konkurranse kjennetegnet ved mangel på varige fortrinn. Utgangspunktet er at stadig flere organisasjoner opererer i markeder som kjennetegnes av hyperkonkurranse og midlertidige konkurransefortrinn – ikke varige konkurransefortrinn. Vi argumenterer derfor for at innovasjon må skje kontinuerlig for hele tiden å skape nye midlertidige konkurransefortrinn. Vi legger også til grunn at tradisjonell produkt- og tjenesteinnovasjon ikke vil være tilstrekkelig for å opprettholde evnen til å utvikle midlertidige konkurransefortrinn over tid. Skal en organisasjon opprettholde en situasjon der den kontinuerlig utvikler nye midlertidige konkurransefortrinn, må organisasjonen tenke innovasjon langs alle dimensjoner av sin forretningsmodell. Det er vanskelig å oppnå suksess med en produktinnovasjon om organisasjonen ikke forstår hvilke segmenter innovasjonen skal rettes mot, hvilken inntektsmodell som bør benyttes ved lansering, hvilke partnere man bør spille sammen med, hvilke kanaler innovasjonen bør distribueres via, og så videre. Artikkelen gir korte eksempler underveis for å illustrere noen av poengene vi drøfter. Vi beskriver også et case avslutningsvis for illustrere hovedpoengene i vår diskusjon. Hovedpoengene er sammenfattet i en avsluttende tabell

The impact of customers' perception of varying degrees of customer service on commitment and perceived relative attractiveness

The study is motivated by business' mixed response to increasing demand for customer service, leaving the question as to its impact on performance open. The study is concerned with the impact of customers' perception of customer service (bad/good) on variables that are known to drive revenue, i.e. customer satisfaction, perceived relative attractiveness, and commitment