M.S. Temerak
Facilitating customer adherence to complex services through multi-interface interactions: the case of a weight loss service
Temerak, M.S.; Winklhofer, H.; Hibbert, S.A.
Authors
HEIDI WINKLHOFER HEIDI.WINKLHOFER@NOTTINGHAM.AC.UK
Professor of Marketing
SALLY HIBBERT SALLY.HIBBERT@NOTTINGHAM.AC.UK
Professor of Consumer Behaviour
Abstract
Today’s communication landscape affords multiple service interfaces to promote customer engagement (i.e. adherence) with complex and prolonged services, but understanding of how customers use them is limited. This study compares personal and non-personal interfaces that provide educational and/or emotional support for customers to develop the operant resources (i.e. competence and motivation) necessary for adherence. A survey of 270 subscribers to a weight-loss programme demonstrates that booklets and a website (non-personal interfaces) provide educational support that enhances role clarity and ability to adhere, respectively. For novices, it is customer forums (personal interface) that afford the educational support needed to develop ability. Group meetings (personal interface) provide emotional support that boosts customer motivation to adhere and, in turn, encourages them to help other customers. Our study distinguishing types of support for adherence, accessed via multiple service interfaces, has implications for management and highlights needs for future research into complex and prolonged services.
Journal Article Type | Article |
---|---|
Acceptance Date | Mar 26, 2018 |
Online Publication Date | Apr 7, 2018 |
Publication Date | Jul 30, 2018 |
Deposit Date | Apr 10, 2018 |
Publicly Available Date | Oct 8, 2019 |
Journal | Journal of Business Research |
Print ISSN | 0148-2963 |
Electronic ISSN | 0148-2963 |
Publisher | Elsevier |
Peer Reviewed | Peer Reviewed |
Volume | 88 |
DOI | https://doi.org/10.1016/j.jbusres.2018.03.029 |
Public URL | https://nottingham-repository.worktribe.com/output/948530 |
Publisher URL | https://www.sciencedirect.com/science/article/pii/S0148296318301577 |
Files
faciltaiting customer.pdf
(260 Kb)
PDF
Copyright Statement
Copyright information regarding this work can be found at the following address: http://creativecommons.org/licenses/by-nc-nd/4.0
You might also like
A framework for differentiation in composed digital-physical products
(2020)
Journal Article
Creating joint experiences - Families engaging with a heritage site
(2019)
Journal Article
Transforming community well-being through patients' lived experiences
(2018)
Journal Article
Are consumers' reasons for and against behaviour distinct?
(2016)
Journal Article
Downloadable Citations
About Repository@Nottingham
Administrator e-mail: discovery-access-systems@nottingham.ac.uk
This application uses the following open-source libraries:
SheetJS Community Edition
Apache License Version 2.0 (http://www.apache.org/licenses/)
PDF.js
Apache License Version 2.0 (http://www.apache.org/licenses/)
Font Awesome
SIL OFL 1.1 (http://scripts.sil.org/OFL)
MIT License (http://opensource.org/licenses/mit-license.html)
CC BY 3.0 ( http://creativecommons.org/licenses/by/3.0/)
Powered by Worktribe © 2024
Advanced Search