Sara Leroi-Werelds

Hasselt University · Faculty of Business Economics (BEW)

Purpose The aim of this study is twofold: (1) to gain insight into the different perspectives on the relationship between patient and person centeredness and (2) to learn more about the differences between non-academic and academic stakeholders in the healthcare system. Design/methodology/approach This mixed-methods study includes a scoping review...

Multicollinearity, or the existence of excessive correlations among (combinations of) predictor variables, is a commonly encountered phenomenon that affects (PLS-SEM) parameter estimates. This chapter provides an extensive overview of multicollinearity, its consequences, detection, and possible solutions. Critical to this overview is the explicit d...

Purpose Following a contingency approach, this paper aims to understand when service automation can enhance or destroy value for customers in the frontline by (1) providing a comprehensive overview of factors that influence the value co-creation/co-destruction potential of service automation and (2) zooming in on the combination of service contexts...

Purpose The aim of this paper is to integrate insights from service, branding and communication research to present key principles of a successful transformative value positioning for service brands. Design/methodology/approach This paper uses a conceptual approach that is rooted in the service, branding and communication literature. Findings The...

In light of recent calls for adopting a dynamic perspective on value propositions, this paper investigates value proposition dynamics - i.e., strategic moves made by firms to further develop and/or change their value propositions - in response to external event triggers. External event triggers are disturbances emitted from the macro-environment th...

Prior research considers various aspects of customer participation (CP) which can be defined as customers’ contribution of effort, knowledge, information, or other resources to service production and delivery (Dong and Sivikumar 2017). However, actionable guidelines for customer participation management (CPM)—i.e., organizational actions and activi...

This chapter addresses two research questions. Overall, these two research objectives are rooted in a CEM-model that follows chain of effects between CEM initiatives, CE, and business performance. Within this context, the first research objective is related to the heart of CEM, which concerns the conceptualization of CE. In particular, the aim is t...

Purpose The context of marketing and service research is rapidly changing as a result of advances in academic research and business practice. This has implications for our understanding of customer value. The purpose of this paper is to provide an update on customer value given today’s context (including recent advances such as technologies, human...

Purpose The purpose of this paper is to propose a typology of institutions enabling or constraining customer centricity and value co-creation in service ecosystems; illustrate the various types of institutions with examples from healthcare; and provide case study evidence on how pharmaceutical companies react to and induce institutional change. D...

Importance-performance map analysis (IPMA) combines PLS-SEM estimates, indicating the importance of an exogenous construct’s influence on another endogenous construct of interest, with an additional dimension comprising the exogenous construct’s performance in a two-dimensional map. From a practical point of view, IPMA contributes to more rigorous...

Purpose This research examines whether explicitly communicating the customer’s resource integrating role in value propositions improves or diminishes value proposition effectiveness. Design/methodology/approach Based on existing research on value propositions, three effectiveness criteria are used: role clarity, expected customer value and purch...

Traditionally, healthcare providers – including pharmaceutical companies – have viewed patients as passive recipients of complex healthcare services. Recently, however, the industry’s shift from product centricity to patient centricity is challenging this rationale. Viewed through a service- dominant logic/ service ecosystems lens, patients become...

As companies mature in their alliance management approaches, collaboration follows suit. From classic strategic alliances to contemporary self-adjusting ecosystems, collaboration today is increasingly characterized by a large number and diversity of partners, long time horizons, joint strategy development based on shared visions, the pursuit of com...

Importance-performance map analysis (IPMA) combines PLS-SEM estimates, indicating the importance of an exogenous construct’s influence on another endogenous construct of interest, with an additional dimension comprising the exogenous construct’s performance in a two-dimensional map. From a practical point of view, IPMA contributes to more rigorous...

Purpose The purpose of this paper is to provide an illustrated step-by-step guideline of the partial least squares factorial structural equation modeling (PLS FAC-SEM) approach. This approach allows researchers to assess whether and how model relationships vary as a function of an underlying factorial design, both in terms of the design factors in...

Purpose – The purpose of this paper is to profile grocery retailers in terms of seven value types based on Holbrook’s value typology; to link these value types to three key outcomes (i.e. satisfaction, repurchase intention, and word-of-mouth); and to evaluate the impact of the retail format on performance and importance of the seven value types....

Statistical inference, which relies on bootstrapping in partial least squares structural equation modeling (PLS-SEM), lies at the heart of developing practically relevant and academically rigorous theory. Inspection of PLS-SEM applications in European management research reveals that there is still much to be gained in terms of bootstrapping. This...

Sensory marketing can be an efficient way to involve consumers in the store environment. Diffusing a pleasant ambient scent that matches with the store setting is often used to create pleasant shopping experiences. The aim of this study is to extend scent marketing research: (i) by examining the effect of pleasant ambient scent on the different dim...

FAC-SEM is a special type of multigroup analysis where the groups are structured as a factorial design. The aim of FAC-SEM is to assess how the path model parameters vary as a function of the dimensions of the underlying factorial design. As such, FAC-SEM offers researchers a unique opportunity to further understand their experimental data. This pa...

Despite the importance of customer value, considerable divergence of opinion exists on how to adequately conceptualize and measure this construct. In this study, four commonly used methods for measuring customer value (e.g., the methods proposed by Dodds, Monroe, and Grewal (1991), Gale (1994), Holbrook (1999), and Woodruff and Gardial (1996)) are...

Customer value is the cornerstone of marketing theory and practice. Especially in traditional retailing, which can be considered mature and highly competitive, customers are more value conscious than ever before. Holbrook’s (1999) conceptualization of customer value is applied in this study as it comprehensively entails the following value types (t...

Recent research in marketing in general and service logic in particular has indicated that the customer is responsible for his own value creation. The customer has to integrate the resources provided by the firm (goods, services) with other resources by applying his own skills. The customer thus acts as a resource integrator. This paper examines t...

Self check-outs, self-scanning, online ticket buying, designing your own shoes and dresses. Since co-production is seen as a source of competitive advantage, firms are more and more trying to involve the customer in their production process. But why are customers willing to co-produce? What is in it for them? Building on the notion of customer valu...

The findings of a consumer survey (n = 206) confirm the impact of store personality and self-congruity on customer value. The hypothesized interaction effect between store personality and self-congruity is not supported, implying that store personality is valued by customers, regardless of whether the store’s personality matches the customer’s self...

Building upon recent advances in the organizational psychology literature, the authors aim to better understand the variables that underlie a customer’s intention to participate in the value creation process. More specifically, they investigate whether the recently recognized construct of Psychological Capital (PsyCap) can be extended to the custom...

Customer value has been considered a strategic imperative in the retail environment, since the customer is more value conscious than ever before (Sweeney and Soutar 2001). In this study, the authors investigate store personality as a potential source of value. Furthermore, they examine the mediating role of customer value in the relationship betwee...

Despite the importance of customer value, little agreement exists on how to best conceptualize and measure this construct. The most commonly used value measurement methods include those of Dodds, Monroe, and Grewal (1991), Gale (1994), Holbrook (1999), and Woodruff and Gardial (1996), yet they differ substantially in terms of dimensionality (one-di...

It is widely recognized that customer value is key to business success. However, considerable divergence of opinion exists on how to most adequately measure customer value. The authors compare four measurement methods (i.e., the methods of Dodds, Monroe, & Grewal; Gale; Woodruff & Gardial; and Holbrook) in terms of predictive ability of satisfactio...

It is widely recognized that customer value is key to business success. However, considerable divergence of opinion exists on how to most adequately measure customer value. The authors compare four measurement methods (i.e., the methods of Dodds, Monroe, & Grewal; Gale; Woodruff & Gardial; and Holbrook) in terms of predictive ability of satisfactio...

Klanten hebben vandaag de dag een enorme keuze aan producten, merken, leveranciers en prijzen. Het is dan ook belangrijk dat bedrijven hun klanten superieure waarde leveren en deze waarde ook meten. De meting van de waarde die een bedrijf aan haar klanten levert, komt in deze thesis aan bod. De centrale onderzoeksvraag luidt: 'Hoe kunnen bedrijven...