Firms’ adoption of self-service technology: how managerial beliefs shape co-production decisions

被引：0
作者：
Di Mascio R. [1 ]
机构：
[1] University of New South Wales, Sydney, 2052, NSW
来源：
AMS Review | 2016年 / 6卷 / 1-2期
关键词：
Co-production; Competing values; Customer representation; Epistemological beliefs; Managerial cognition; Organizational configuration; Self-service technology;
D O I：
10.1007/s13162-016-0076-1
中图分类号：
学科分类号：
摘要：
The level of service co-production offered to customers through self-service technologies (SSTs) is an important marketing decision. The extant literature reports numerous benefits of SSTs for firms, such as increasing efficiency, reducing costs, boosting loyalty, and reaching new customer segments. However, industry evidence suggests that firms vary in their adoption of SSTs. This article utilizes a managerial cognition perspective to relate the level of SST-based co-production to configurations of beliefs about desired organizational outcomes, customers, and knowledge. The resulting belief model illuminates why firms vary in their utilization of SSTs, and has implications for the judgment of newness of SST-based services, the ethics and politics of customer representation in SST design, and epistemologies of SST-based market exchanges. © 2016, Academy of Marketing Science.
引用
收藏
页码：79 / 97
页数：18
相关论文
共 163 条
  • [1] Ackoff R.L., Management misinformation systems, Management Science, 14, 4, pp. B147-B156, (1967)
  • [2] Ahmed M.U., Pagell M., Cited in Wiengarten, F., Pagell, M., Ahmed, M.U., & Gimeneza, C. (2014). Do a country’s logistical capabilities moderate the external-integration performance relationship?, Journal of Operations Management, 32, pp. 51-63, (2012)
  • [3] Anand A., Welcome valued customer … to more self-checkouts, (2011)
  • [4] Argote L., Input uncertainty and organizational coordination in hospital emergency units, Administrative Science Quarterly, 27, 3, pp. 420-434, (1982)
  • [5] Baker W.E., Sinkula J.M., The synergistic effect of market orientation and learning orientation on organizational performance, Journal of the Academy of Marketing Science, 27, 4, pp. 411-427, (1999)
  • [6] Balfour D.L., Marini F., Child and Adult, X and Y: reflections on the process of public administration education, Public Administration Review, 51, 6, pp. 478-485, (1991)
  • [7] Bartunek J.M., Changing interpretive schemes and organizational restructuring: the example of a religious order, Administrative Science Quarterly, 29, pp. 355-372, (1984)
  • [8] Berry J.N.I.I.I., Dehumanizing the Library, (2004)
  • [9] Beyer J.M., Ideologies, values, and decision making in organizations, Handbook of organizational design, (1981)
  • [10] Bitner M.J., Ostrom A.L., Meuter M.L., Clancy J.A., Implementing successful self-service technologies, Academy of Management Executive, 16, 4, pp. 96-109, (2002)
12345678910