Leveraging Customer-integration Experience: A Review of Influencing Factors and Implications
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paper_title: Leveraging Crowdsourcing: Activation-Supporting Components for IT-Based Ideas Competition

paper_content:

Ideas competitions appear to be a promising tool for crowdsourcing and open innovation processes, especially for business-to-business software companies. Active participation of potential lead users is the key to success. Yet a look at existing ideas competitions in the software field leads to the conclusion that many information technology (IT)-based ideas competitions fail to meet requirements upon which active participation is established. The paper describes how activation-enabling functionalities can be systematically designed and implemented in an IT-based ideas competition for enterprise resource planning software. We proceeded to evaluate the outcomes of these design measures and found that participation can be supported using a two-step model. The components of the model support incentives and motives of users. Incentives and motives of the users then support the process of activation and consequently participation throughout the ideas competition. This contributes to the successful implementation and maintenance of the ideas competition, thereby providing support for the development of promising innovative ideas. The paper concludes with a discussion of further activation-supporting components yet to be implemented and points to rich possibilities for future research in these areas.
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paper_title: A framework for guiding and evaluating literature reviews

paper_content:

Given that the synthesis of cumulated knowledge is an essential condition for any field to grow and develop, we believe that the enhanced role of IS reviews requires that this expository form be given careful scrutiny. Over the past decade, several senior scholars have made calls for more review papers in our field. While the number of IS review papers has substantially increased in recent years, no prior research has attempted to develop a general framework to conduct and evaluate the rigor of standalone reviews. In this paper, we fill this gap. More precisely, we present a set of guidelines for guiding and evaluating IS literature reviews and specify to which review types they apply. To do so, we first distinguish between four broad categories of review papers and then propose a set of guidelines that are grouped according to the generic phases and steps of the review process. We hope our work will serve as a valuable source for those conducting, evaluating, and/or interpreting reviews in our field.
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paper_title: The Era of Open Innovation

paper_content:

Is innovation dead? Actually, innovation is alive and well ? as underscored by the recent advances in the life sciences, including revolutionary breakthroughs in genomics and cloning. But the way companies generate ideas and bring them to market has been undergoing a fundamental change. ::: ::: In the old model of closed innovation, enterprises adhered to the following philosophy: Successful innovation requires control. In other words, companies must generate their own ideas, then develop, manufacture, market, distribute and service those ideas themselves. For most of the 20th century, that model worked well, as evidenced by the spectacular successes of central R&D organizations such as AT&T's Bell Labs. ::: ::: Today, though, the internally oriented, centralized approach to R&D is becoming obsolete in many industries. Useful knowledge is widely disseminated, and ideas must be used with alacrity. If not, they will be lost. Such factors create a new logic of open innovation, in which the role of R&D extends far beyond the boundaries of the enterprise. Specifically, companies must now harness outside ideas to advance their own businesses while leveraging their internal ideas outside their current operations. That fundamental change offers novel ways to create value ? along with new opportunities to claim portions of that value.
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paper_title: Virtual product experience and customer participation—A chance for customer-centred, really new products

paper_content:

Abstract This paper demonstrates how customers can be virtually integrated into a company's innovation process. New interaction tools allow companies to gain valuable input from customers via the Internet. First, we explain why too closely listening to customers may turn out to be problematic for the development of real new products. The KANO model shows that it is difficult for customers to express their latent needs as well as those which are taken for granted. New virtual interaction tools and virtual product experiences help to overcome these problems and enable customers to transfer their explicit and implicit knowledge to innovation teams. How to apply virtual interaction tools and how to virtually integrate customers into the innovation process in practice is illustrated in detail in the AUDI case study. Our case study findings show that virtual customer integration provides valuable input for new product development. This paper introduces virtual customer integration as a new means of coming up with customer-centred, really new products.
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paper_title: Hedonic and utilitarian shopping goals: The online experience ☆

paper_content:

Marketers offering Web-based shopping typically try to provide a convenient, safe, and pleasant online environment, appropriate to addressing shoppers' functional goals. They might also try to create an experience that encourages more escapist elements of "flow", a sense of deep involvement that is intrinsically enjoyable, because they assume that this enhanced experience leads to more online buying. The present research suggests that utilitarian flow elements that facilitate shopping may indeed increase purchasing. However, hedonic elements of flow are found to be unrelated to online buying, although they are positively related to outcomes associated with pathological Internet use.
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paper_title: Analyzing the past to prepare for the future: Writing a literature review

paper_content:

A review of prior, relevant literature is an essential feature of any academic project. An effective review creates a firm foundation for advancing knowledge. It facilitates theory development, closes areas where a plethora of research exists, and uncovers areas where research is needed.
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paper_title: Why Co‐Creation Experience Matters? Creative Experience and its Impact on the Quantity and Quality of Creative Contributions

paper_content:

This article introduces ‘virtual design competitions’ as a new means of opening up the innovation process and enriching the companies, ‘design‐ideas’ by utilizing the creativity of a multiplicity of external designers and enthused consumers all over the world. The ‘Swarovski Enlightened™ jewellery design competition’, explored in this study, demonstrates the enormous potential of virtual co‐creation platforms. It further highlights the importance of the co‐creation experience and its impact on the quantity and quality of designs submitted. First, we introduce the idea of virtual co‐creation platforms and the requirements on the design of such a platform. Second, we explore the impact of the co‐creation experience on the content contributed by participants. Our study shows that co‐creation experience significantly impacts the number of contributions by consumers as well as the quality of submitted designs. Our paper contributes to a better theoretic understanding of the impact of a participant's perceived autonomous, enjoyable, and competent experience, as well as participants' perceived sense of community on their experience. From a managerial perspective, it provides guidance in designing successful idea and design competitions. While innovation managers may be interested in creative contributions, for participants, it is the experience which matters. Fully featured community platforms rather than single idea submission websites are required to attract creative users to submit their ideas and designs.
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paper_title: Product attributes and brand equity in the mobile domain: The mediating role of customer experience

paper_content:

Abstract There are studies showing that utilitarian (perceived ease of use and perceived usefulness) and hedonic (entertainment and aesthetics) attributes of products are two fundamental resources that ensure brand equity in the mobile domain. However, few studies examine the attributes of products and how and why such resources influence mobile brand equity. In this study, a survey was carried out on 262 mobile users in Taiwan to examine the mediating effects of customer experience on the relationship between product attributes on mobile brand equity. Our findings suggest that utilitarian and hedonic attributes of products affect mobile brand equity through customer experience. In other words, perceived ease of use, perceived usefulness, entertainment, and aesthetics may not be intrinsic value; their value on mobile brand equity is realized through customer experience. However, whereas the effect of perceived ease of use on mobile brand equity is partially mediated, perceived usefulness, entertainment, and aesthetics are fully mediated by customer experience. By showing the differential effects of product attributes on mobile brand equity, this study provides a more refined understanding of the interplay among product attributes, customer experience, and mobile brand equity. The results suggest that by overlooking the mediating role of customer experience, previous research may have provided an overly optimistic view of the value of product attributes in mobile brand equity.
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paper_title: Community engineering for innovations : the ideas competition as a method to nurture a virtual community for innovations

paper_content:

‘Crowdsourcing’ is currently one of the most discussed key words within the open innovation community. The major question for both research and business is how to find and lever the enormous potential of the ‘collective brain’ to broaden the scope of ‘open R&D’. Based on a literature review in the fields of Community Building and Innovation Management, this work develops an integrated framework called ‘Community Engineering for Innovations’. This framework is evaluated in an Action Research project – the case of an ideas competition for an ERP Software company. The case ‘SAPiens’ includes the design, implementation and evaluation of an IT-supported ideas competition within the SAP University Competence Center (UCC) User Group. This group consists of approximately 60,000 people (lecturers and students) using SAP Software for educational purposes. The current challenges are twofold: on the one hand, there is not much activity yet in this community. On the other, SAP has not attempted to systematically address this highly educated group for idea generation or innovation development so far. Therefore, the objective of this research is to develop a framework for a community-based innovation development that generates innovations, process and product ideas in general and for SAP Research, in particular, combining the concepts of idea competitions and virtual communities. Furthermore, the concept aims at providing an interface to SAP Human Resources processes in order to identify the most promising students in this virtual community. This paper is the first to present an integrated concept for IT-supported idea competitions in virtual communities for leveraging the potential of crowds that is evaluated in a real-world setting.
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paper_title: Writing Qualitative IS Literature Reviews—Guidelines for Synthesis, Interpretation, and Guidance of Research

paper_content:

The literature review is an established research genre in many academic disciplines, including the IS discipline. Although many scholars agree that systematic literature reviews should be rigorous, few instructional texts for compiling a solid literature review, at least with regard to the IS discipline, exist. In response to this shortage, in this tutorial, I provide practical guidance for both students and researchers in the IS community who want to methodologically conduct qualitative literature reviews. The tutorial differs from other instructional texts in two regards. First, in contrast to most textbooks, I cover not only searching and synthesizing the literature but also the challenging tasks of framing the literature review, interpreting research findings, and proposing research paths. Second, I draw on other texts that provide guidelines for writing literature reviews in the IS discipline but use many examples of published literature reviews. I use an integrated example of a literature review, which guides the reader through the overall process of compiling a literature review.
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paper_title: Introduction to the Special Section: Designing a Better User Experience for Self-Service Systems

paper_content:

For this special section, we have selected three papers that approach the design of the user experience of self-service systems in an integrated way and show the readership of this journal what methods and techniques can be used in this type of design process. These three papers together give us an in-depth and broad introduction to the challenges of designing for the user experience of self-service systems, while providing us with some exemplary solutions.
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paper_title: How to Profit From a Better ¿Virtual Customer Environment¿

paper_content:

Many companies have established technology-based platforms or virtual customer environments to partner with their customers in innovation and value creation. In pursuing such initiatives, most companies seem to focus primarily on customers? innovative contributions, paying limited attention to customers? interaction experiences in the VCE. But the VCE experience has broader and more profound implications ? particularly for customer relationship management. In this article, the authors offer a framework to help companies understand and evaluate customers? VCE experience profile. ::: ::: The authors describe five customer roles in innovation and value cocreation: product conceptualizer, product designer, product tester, product support specialist and product marketer. Each role has something to offer. However, depending on the customer innovation role, the nature of the customer interactions and the technologies used in the VCE will vary. The VCE customer experience is made up of four components: the pragmatic experience (its ability to provide information), the sociability experience (how it promotes group discussion), the usability experience (defined by the quality of the human-computer interactions) and the hedonic experience (relating to mental stimulation and entertainment). Drawing on examples from companies including Microsoft, SAP, Samsung, BMW, Volvo and Ducati, the authors suggest strategies and practices to enhance customer experiences in VCEs and ensure favorable outcomes in terms of both innovation management and customer relationship management. ::: ::: Designing and implementing the right system can help companies improve innovation and customer relationship management. Therefore, managers should view their VCE initiatives as an integral part of their overall innovation and customer strategies. ::: ::: What?s more, the costs of implementation can vary widely. Therefore, companies need to be careful about selecting and implementing a portfolio of strategies and practices that meets the needs of the types of customers they want to engage in value cocreation.
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paper_title: Open Strategy: Consolidated Definition and Processual Conceptualization

paper_content:

Open approaches to operational work in organizations (e.g., crowdsourcing and open source development) have been of particular interest to information systems (IS) researchers. Recently, organizations, including IBM, Red Hat and Wikimedia Foundation, have also embraced openness principles for strategic work (e.g., planning, forming and implementing strategy). Little is known about such “open strategy” and, within it, the (critical) role of information technology (IT). Definitions and conceptualizations of open strategy in the literature are vague and inconsistent. In the study reported in this paper, we have reviewed the emerging literature on open strategy. By analysing the characteristics most commonly attributed to open strategy, we propose a consolidated definition of open strategy. Furthermore, we develop an open strategy process model and use it to re-analyse four open strategy case studies. This analysis contributes to our conceptual understanding of open strategy and of what is required for open strategy to work in practice.
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paper_title: Virtual Customer Integration in New Product Development in Industrial Markets: The QLL Framework

paper_content:

ABSTRACT Purpose. Customer integration in new product development has become a main topic in business-to-business literature. Literature has brought forward a growing body of virtual customer integration methods and tools. Yet, we lack a systematic evaluation of how and when to make use of conventional and virtual methods, and on what grounds. The purpose of this article is to provide a theoretically based classification of customer integration methods and tools, and selection criteria for industrial companies to find those most appropriate for their own innovation purposes. Methodology/Approach. In this article, we propose a new framework of customer integration that is receptive to the explicitness and tacitness of knowledge exchanged throughout the NPD process. We additionally introduce a third, qualitative axis in the QLL framework that encompasses criteria for selecting methods that best serve the knowledge transfer requirements of a particular NPD project. With this framework at hand, companies can ...
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paper_title: Individual differences, motivations, and willingness to use a mass customization option for fashion products

paper_content:

Mass customization entails the mass production of individually customized goods and services. Co‐design is a mass customization option where a product's design is based on the customer's selections from a range of design feature offerings. A model comprised of relationships between individual differences, motivations for using co‐design, and willingness to use co‐design was proposed and statistically supported using 521 university subjects from different regions of the USA and the analysis of moment structures (AMOS) statistic. As hypothesized, optimum stimulation level (OSL) predicted two clothing interest factors: experimenting with appearance (EA) and enhancement of individuality (EI). As proposed, OSL and EA predicted the two motivations, trying co‐design as an exciting experience and using co‐design to create a unique product, whereas EI only predicted using co‐design to create a unique product. Both motives were mediating variables between individual differences and willingness to use co‐design, but using co‐design to create a unique product had a stronger effect. Theoretical and marketing implications were discussed.
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paper_title: The New Frontier of Experience Innovation

paper_content:

As competition intensifies and profit margins shrink, managers are under overwhelming pressure to create value. Traditional prescriptions such as cost reduction, reengineering and outsourcing, while critically important, cannot solve the problem. The need to innovate is greater than ever, but the focus of innovation must change, say the authors. Managers are discovering that neither value nor innovation can any longer be successfully and sustainably generated through a company-centric, product-and-service-focused prism. ::: ::: By synthesizing societal trends and early experimentation in companies such as General Motors, LEGO and Medtronic, the authors paint a picture of the "next practices" of innovation in which the locus of value creation will inevitably shift from products and services to "experience environments." The intent of experience innovation is not to improve a product or service, per se, but to enable the co-creation of an environment in which personalized, evolvable experiences are the goal, and products and services are a means to that end. Profitable company growth will then result from individual consumers co-creating their own unique value, supported by a network of companies and consumer communities. ::: ::: From that perspective, say the authors, managers must learn to view existing and emerging technologies not as enhancers of products, features and functions, but as facilitators of experiences. They offer examples of how technological capabilities such as miniaturization, networked communication and adaptive learning are fostering experience innovation at companies such as Sony, Apple, Microsoft and TiVo, illustrating their contention that technology will be the key facilitator of the nascent trend toward experience innovation.
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paper_title: Customer Integration and Value Creation Paradigmatic Traps and Perspectives

paper_content:

This commentary uses the Customer Integration—Facilities, Transformation, Use (CI-FTU) framework of Moeller as a platform for discussing two nested challenges in the development of service-dominant...
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paper_title: The Era of Open Innovation

paper_content:

Is innovation dead? Actually, innovation is alive and well ? as underscored by the recent advances in the life sciences, including revolutionary breakthroughs in genomics and cloning. But the way companies generate ideas and bring them to market has been undergoing a fundamental change. ::: ::: In the old model of closed innovation, enterprises adhered to the following philosophy: Successful innovation requires control. In other words, companies must generate their own ideas, then develop, manufacture, market, distribute and service those ideas themselves. For most of the 20th century, that model worked well, as evidenced by the spectacular successes of central R&D organizations such as AT&T's Bell Labs. ::: ::: Today, though, the internally oriented, centralized approach to R&D is becoming obsolete in many industries. Useful knowledge is widely disseminated, and ideas must be used with alacrity. If not, they will be lost. Such factors create a new logic of open innovation, in which the role of R&D extends far beyond the boundaries of the enterprise. Specifically, companies must now harness outside ideas to advance their own businesses while leveraging their internal ideas outside their current operations. That fundamental change offers novel ways to create value ? along with new opportunities to claim portions of that value.
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paper_title: Business customer communities and knowledge sharing: exploratory study of critical issues

paper_content:

Businesses in knowledge intensive industries must appropriately engage with their customers in order to produce goods and services that are desired and valued in the marketplace. Engagement with customers calls for exchanging information and knowledge with customers and fostering exchanges between customers. Recent developments in the area of information and communication technologies (ICTs) have radically increased the variety of opportunities for improving customer engagement. In this paper, we will examine the use of ICTs to build Business Customer Communities (BCCs) to help an organization foster knowledge exchanges between its professional and institutional customers. We define BCCs as groups of business customers, which are deliberately enabled by a firm and share a long-term need to exchange work related knowledge through online and offline interaction. The objectives of this study are (1) to describe BCCs and outline their attributes and features, and (2) to contribute to the understanding of challenges associated with the enabling of BCC formation and how firms can overcome these challenges. As such, a contribution is made to the discussion of knowing in practice in customer communities, which rely in large part on ICT.
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paper_title: Co‐creating unique value with customers

paper_content:

The traditional system of company‐centric value creation (that has served us so well over the past 100 years) is becoming obsolete. Leaders now need a new frame of reference for value creation. In the emergent economy, competition will center on personalized co‐creation experiences, resulting in value that is truly unique to each individual. The authors see a new frontier in value creation emerging, replete with fresh opportunities. In this new frontier the role of the consumer has changed from isolated to connected, from unaware to informed, from passive to active. As a result, companies can no longer act autonomously, designing products, developing production processes, crafting marketing messages, and controlling sales channels with little or no interference from consumers. Armed with new tools and dissatisfied with available choices, consumers want to interact with firms and thereby co‐create value. The use of interaction as a basis for co‐creation is at the crux of our emerging reality. The co‐creation experience of the consumer becomes the very basis of value. The authors offer a DART model for managing co‐creation of value processes.
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paper_title: Integration of Market Pull and Technology Push in the Corporate Front End and Innovation Management - Insights from the German Software Industry

paper_content:

Abstract Within the framework of this paper, an extensive literature overview of technology and innovation management aspects on market pull and technology push will be given. The existing classification of market pull and technology push will be particularly shown and called into question by suggesting a conceptual framework. Additionally, the most common front end innovation models will be introduced. Finally, the authors will introduce how a technology-based service company is managing the connection of these two alternatives. A special focus will be laid on the accordant methods in order to search for current market needs and new related technologies. The selected case study will focus on one of Germany's biggest and most successful software development and information technology service providers. Based on interviews, document analysis, and practical applications, an advanced conceptual framework will be introduced as to how market pull and technology push activities within the corporate technology and innovation management can be integrated. Hence, the purpose of the paper is to introduce a theory-based conceptual framework that can be used in today's corporate environment. In this context, technology managers may use the results as a conceptual mirror, especially regarding the influencing factors of innovation impulses and the use of interdisciplinary teams (with people from inside and outside the company) to accomplish successful corporate technology and innovation management.
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paper_title: Hedonic and utilitarian shopping goals: The online experience ☆

paper_content:

Marketers offering Web-based shopping typically try to provide a convenient, safe, and pleasant online environment, appropriate to addressing shoppers' functional goals. They might also try to create an experience that encourages more escapist elements of "flow", a sense of deep involvement that is intrinsically enjoyable, because they assume that this enhanced experience leads to more online buying. The present research suggests that utilitarian flow elements that facilitate shopping may indeed increase purchasing. However, hedonic elements of flow are found to be unrelated to online buying, although they are positively related to outcomes associated with pathological Internet use.
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paper_title: Value Creation by Toolkits for User Innovation and Design: The Case of the Watch Market

paper_content:

This study analyzes the value created by so-called ‘‘toolkits for user innovation and design,’’ a new method of integrating customers into new product development and design. Toolkits allow customers to create their own product, which in turn is produced by the manufacturer. In the present study, questions asked were (1) if customers actually make use of the solution space offered by toolkits, and, if so, (2) how much value the self-design actually creates. In this study, a relatively simple, design-focused toolkit was used for a set of four experiments with a total of 717 participants, 267 of whom actually created their own watches. The heterogeneity of the resulting design solutions was calculated using the entropy concept, and willingness to pay (WTP) was measured by the contingent valuation method and Vickrey auctions. Entropy coefficients showed that self-designed watches vary quite widely. On the other hand, significant patterns still are visible despite this high level of entropy, meaning that customer preferences are highly heterogeneous and diverse in style but not completely random. It also was found that consumers are willing to pay a considerable price premium. Their WTP for a self-designed watch exceeds the WTP for standard watches by far, even for the best-selling standard watches of the same technical quality. On average, a 100% value increment was found for watches designed by users with the help of the toolkit. Taken together, these findings suggest that the toolkit’s ability to allow customers to customize products to suit their individual preferences creates value for them in a business-to-consumer (B2C) setting even when only a simple toolkit is employed. Alternative explanations, implications, and necessary future research are discussed.
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paper_title: Customer Integration—A Key to an Implementation Perspective of Service Provision

paper_content:

A paradigm shift in marketing seems to be underway. Inspired by Vargo and Lusch's (2004a) proposal of service dominant logic, customer integration is proposed as a key component of marketing. Three stages of service provision are identified: facilities, transformation, and usage. The stages differ in terms of resource origin (company or customer), autonomy of decision-making (integrative or autonomous), and value (potential value, value-in-transformation, and value-in-use). These perspectives, which are synthesized in the study framework, shed light on the process of service provision and direct or indirect knowledge application (Vargo and Lusch 2004a). The author aims to show that in the context of the proposed framework, customer integration is vital to the implementation of service provision.
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paper_title: Explaining the user experience of recommender systems

paper_content:

Research on recommender systems typically focuses on the accuracy of prediction algorithms. Because accuracy only partially constitutes the user experience of a recommender system, this paper proposes a framework that takes a user-centric approach to recommender system evaluation. The framework links objective system aspects to objective user behavior through a series of perceptual and evaluative constructs (called subjective system aspects and experience, respectively). Furthermore, it incorporates the influence of personal and situational characteristics on the user experience. This paper reviews how current literature maps to the framework and identifies several gaps in existing work. Consequently, the framework is validated with four field trials and two controlled experiments and analyzed using Structural Equation Modeling. The results of these studies show that subjective system aspects and experience variables are invaluable in explaining why and how the user experience of recommender systems comes about. In all studies we observe that perceptions of recommendation quality and/or variety are important mediators in predicting the effects of objective system aspects on the three components of user experience: process (e.g. perceived effort, difficulty), system (e.g. perceived system effectiveness) and outcome (e.g. choice satisfaction). Furthermore, we find that these subjective aspects have strong and sometimes interesting behavioral correlates (e.g. reduced browsing indicates higher system effectiveness). They also show several tradeoffs between system aspects and personal and situational characteristics (e.g. the amount of preference feedback users provide is a tradeoff between perceived system usefulness and privacy concerns). These results, as well as the validated framework itself, provide a platform for future research on the user-centric evaluation of recommender systems.
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paper_title: Open Innovation: A New Paradigm for Understanding Industrial Innovation

paper_content:

The present invention is an improvement in distillation column interreboiling. Previously, hot bottoms streams could be used to heat interreboilers, although heat recovery was limited by approach temperatures of a stream losing sensible heat to a stream gaining sensible heat and heat of vaporization. The present invention expands the number of stages between the draw and return stages for an interreboiler, thus increasing the heat recovery from the bottom stream and reducing hot utilities to the reboiler, among other important advantages. The present invention is shown for NGL deethanization.
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paper_title: Why Customers Value Self-Designed Products: The Importance of Process Effort and Enjoyment

paper_content:

This study analyzes which factors prompt customers to attribute value to products they design themselves using mass-customization (MC) toolkits. The assumption that self-design delivers superior customer value is fundamental to the concept of MC toolkits and can be found in almost any conceptual work in this field. However, spectacular failures reinforce the practical relevance of developing a deeper understanding of why and when MC toolkits generate value for customers—and when they do not. Research to date has assumed that the closer fit between the self-designed product’s characteristics and the preferences of the customer is the dominant source of value. In this research, it is asked whether the enjoyment and perceived effort of the self-design process have an additional impact on the perceived value of self-designed products. This question is interesting because one could argue that a rational actor would hardly be willing to pay ex post for an economic good already consumed. The hypotheses are tested on 186 participants designing their own scarves with an MC toolkit. After completing the process, they submitted binding bids for ‘‘their’’ products in Vickrey auctions. Therefore, real buying behavior, not merely stated intentions, is observed. The present study finds that the subjective value of a self-designed product (i.e., one’s bid in the course of the auction) is indeed impacted not only by the preference fit the customer expects it to deliver but also by (1) the process enjoyment the customer reports, (2) the interaction of preference fit and process enjoyment, and (3) the interaction of preference fit and perceived process effort. In addition to its main effect, preference fit can be interpreted as a moderator of the value-generating effect of process evaluation: in cases where the outcome of the process is perceived as positive (high preference fit), the customer also interprets process effort as a positive accomplishment, and this positive effect adds (further) value to the product. It appears that the perception of the self-design process as a good or bad experience is partly constructed on the basis of the outcome of the process. In the opposite case (low preference fit), effort creates a negative effect that further reduces the subjective value of the product. Likewise, process enjoyment is amplified by preference fit, although enjoyment also has a significant main effect, which means that regardless of the outcome, customers attribute higher value to a self-designed product if they enjoy the process. In a way, this effect resembles of the classic story of Tom Sawyer and the fence, in which Tom manages to ‘‘frame’’ the tedious chore of whitewashing a fence as a rare opportunity—thus persuading his friends to pay him for letting them work. Manufacturers designing an MC system therefore are advised to designing MC toolkits in a way that they elicit positive affective reactions that make their customers value their work.
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paper_title: Product attributes and brand equity in the mobile domain: The mediating role of customer experience

paper_content:

Abstract There are studies showing that utilitarian (perceived ease of use and perceived usefulness) and hedonic (entertainment and aesthetics) attributes of products are two fundamental resources that ensure brand equity in the mobile domain. However, few studies examine the attributes of products and how and why such resources influence mobile brand equity. In this study, a survey was carried out on 262 mobile users in Taiwan to examine the mediating effects of customer experience on the relationship between product attributes on mobile brand equity. Our findings suggest that utilitarian and hedonic attributes of products affect mobile brand equity through customer experience. In other words, perceived ease of use, perceived usefulness, entertainment, and aesthetics may not be intrinsic value; their value on mobile brand equity is realized through customer experience. However, whereas the effect of perceived ease of use on mobile brand equity is partially mediated, perceived usefulness, entertainment, and aesthetics are fully mediated by customer experience. By showing the differential effects of product attributes on mobile brand equity, this study provides a more refined understanding of the interplay among product attributes, customer experience, and mobile brand equity. The results suggest that by overlooking the mediating role of customer experience, previous research may have provided an overly optimistic view of the value of product attributes in mobile brand equity.
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paper_title: Community engineering for innovations : the ideas competition as a method to nurture a virtual community for innovations

paper_content:

‘Crowdsourcing’ is currently one of the most discussed key words within the open innovation community. The major question for both research and business is how to find and lever the enormous potential of the ‘collective brain’ to broaden the scope of ‘open R&D’. Based on a literature review in the fields of Community Building and Innovation Management, this work develops an integrated framework called ‘Community Engineering for Innovations’. This framework is evaluated in an Action Research project – the case of an ideas competition for an ERP Software company. The case ‘SAPiens’ includes the design, implementation and evaluation of an IT-supported ideas competition within the SAP University Competence Center (UCC) User Group. This group consists of approximately 60,000 people (lecturers and students) using SAP Software for educational purposes. The current challenges are twofold: on the one hand, there is not much activity yet in this community. On the other, SAP has not attempted to systematically address this highly educated group for idea generation or innovation development so far. Therefore, the objective of this research is to develop a framework for a community-based innovation development that generates innovations, process and product ideas in general and for SAP Research, in particular, combining the concepts of idea competitions and virtual communities. Furthermore, the concept aims at providing an interface to SAP Human Resources processes in order to identify the most promising students in this virtual community. This paper is the first to present an integrated concept for IT-supported idea competitions in virtual communities for leveraging the potential of crowds that is evaluated in a real-world setting.
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paper_title: Shifting Innovation to Users Via Toolkits

paper_content:

In the traditional new product development process, manufacturers first explore user needs and then develop responsive products. Developing an accurate understanding of a user need is not simple or fast or cheap, however. As a result, the traditional approach is coming under increasing strain as user needs change more rapidly, and as firms increasingly seek to serve "markets of one."Toolkits for user innovation is an emerging alternative approach in which manufacturers actuallyabandon the attempt to understand user needs in detail in favor of transferringneed-related aspects of product and service development to users. Experience in fields where the toolkit approach has been pioneered show custom products being developed much more quickly and at a lower cost. In this paper we explore toolkits for user innovation and explain why and how they work.
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paper_title: Virtual Customer Integration in New Product Development in Industrial Markets: The QLL Framework

paper_content:

ABSTRACT Purpose. Customer integration in new product development has become a main topic in business-to-business literature. Literature has brought forward a growing body of virtual customer integration methods and tools. Yet, we lack a systematic evaluation of how and when to make use of conventional and virtual methods, and on what grounds. The purpose of this article is to provide a theoretically based classification of customer integration methods and tools, and selection criteria for industrial companies to find those most appropriate for their own innovation purposes. Methodology/Approach. In this article, we propose a new framework of customer integration that is receptive to the explicitness and tacitness of knowledge exchanged throughout the NPD process. We additionally introduce a third, qualitative axis in the QLL framework that encompasses criteria for selecting methods that best serve the knowledge transfer requirements of a particular NPD project. With this framework at hand, companies can ...
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paper_title: The Future of Competition: Co-Creating Unique Value With Customers

paper_content:

Introduction Part One: Convergence of Company and Consumer 1. Co-creation 2. Pre-conditions for Co-creation 3. Experiences in Co-creation 4. Experience Innovation 5. Personalized Experiences 6. Experience Network The Market as a Forum for Experiences Part Two: Co-Creating the Future 7. The Competitive Space 8. Creating New Strategic Capital 9. Manager as Consumer 10. Rapid Knowledge Creation 11. Strategy as Discovery 12. Building New Capabilities The Emerging Reality of Governance
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paper_title: Individual differences, motivations, and willingness to use a mass customization option for fashion products

paper_content:

Mass customization entails the mass production of individually customized goods and services. Co‐design is a mass customization option where a product's design is based on the customer's selections from a range of design feature offerings. A model comprised of relationships between individual differences, motivations for using co‐design, and willingness to use co‐design was proposed and statistically supported using 521 university subjects from different regions of the USA and the analysis of moment structures (AMOS) statistic. As hypothesized, optimum stimulation level (OSL) predicted two clothing interest factors: experimenting with appearance (EA) and enhancement of individuality (EI). As proposed, OSL and EA predicted the two motivations, trying co‐design as an exciting experience and using co‐design to create a unique product, whereas EI only predicted using co‐design to create a unique product. Both motives were mediating variables between individual differences and willingness to use co‐design, but using co‐design to create a unique product had a stronger effect. Theoretical and marketing implications were discussed.
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paper_title: A Systems Approach to Conduct an Effective Literature Review in Support of Information Systems Research

paper_content:

This paper introduces a framework for conducting and writing an effective literature review. The target audience for the framework includes information systems (IS) doctoral students, novice IS researchers, and other IS researchers who are constantly struggling with the development of an effective literature-based foundation for a proposed research. The proposed framework follows the systematic data processing approach comprised of three major stages: 1) inputs (literature gathering and screening), 2) processing (following Bloom’s Taxonomy), and 3) outputs (writing the literature review). This paper provides the rationale for developing a solid literature review including detailed instructions on how to conduct each stage of the process proposed. The paper concludes by providing arguments for the value of an effective literature review to IS research.
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paper_title: A framework for guiding and evaluating literature reviews

paper_content:

Given that the synthesis of cumulated knowledge is an essential condition for any field to grow and develop, we believe that the enhanced role of IS reviews requires that this expository form be given careful scrutiny. Over the past decade, several senior scholars have made calls for more review papers in our field. While the number of IS review papers has substantially increased in recent years, no prior research has attempted to develop a general framework to conduct and evaluate the rigor of standalone reviews. In this paper, we fill this gap. More precisely, we present a set of guidelines for guiding and evaluating IS literature reviews and specify to which review types they apply. To do so, we first distinguish between four broad categories of review papers and then propose a set of guidelines that are grouped according to the generic phases and steps of the review process. We hope our work will serve as a valuable source for those conducting, evaluating, and/or interpreting reviews in our field.
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paper_title: Analyzing the past to prepare for the future: Writing a literature review

paper_content:

A review of prior, relevant literature is an essential feature of any academic project. An effective review creates a firm foundation for advancing knowledge. It facilitates theory development, closes areas where a plethora of research exists, and uncovers areas where research is needed.
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paper_title: Standing on the Shoulders of Giants: Challenges and Recommendations of Literature Search in Information Systems Research

paper_content:

The “standing on the shoulders of giants” metaphor is often used to acknowledge the work of others when undertaking research and, in particular, stresses the importance of literature reviews in scientific inquiry. Though the significance of literature reviews has never been in doubt, researchers, especially novice researchers, still struggle with developing effective strategies for reviewing literature. An important reason for this difficulty is the rapidly increasing number of potentially relevant publications—not all of which necessarily add value to a literature review. As such, avoiding standing on the shoulders of dwarfs literature search emerges as a major issue in crafting an effective literature review. In this paper, we discuss challenges of literature searches in the increasingly dynamic context of information systems (IS) research and make recommendations for how to deal with them. We present practical guidelines and a checklist to help researchers with planning and organizing their literature searches.
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paper_title: Synthesizing information systems knowledge: A typology of literature reviews

paper_content:

Abstract In this article we develop a typology of review types and provide a descriptive insight into the most common reviews found in top IS journals. Our assessment reveals that the number of IS reviews has increased over the years. The majority of the 139 reviews are theoretical in nature, followed by narrative reviews, meta-analyses, descriptive reviews, hybrid reviews, critical reviews, and scoping reviews. Considering the calls for IS research to develop a cumulative tradition, we hope more review articles will be published in the future and encourage researchers who start a review to use our typology to position their contribution.
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paper_title: Writing Qualitative IS Literature Reviews—Guidelines for Synthesis, Interpretation, and Guidance of Research

paper_content:

The literature review is an established research genre in many academic disciplines, including the IS discipline. Although many scholars agree that systematic literature reviews should be rigorous, few instructional texts for compiling a solid literature review, at least with regard to the IS discipline, exist. In response to this shortage, in this tutorial, I provide practical guidance for both students and researchers in the IS community who want to methodologically conduct qualitative literature reviews. The tutorial differs from other instructional texts in two regards. First, in contrast to most textbooks, I cover not only searching and synthesizing the literature but also the challenging tasks of framing the literature review, interpreting research findings, and proposing research paths. Second, I draw on other texts that provide guidelines for writing literature reviews in the IS discipline but use many examples of published literature reviews. I use an integrated example of a literature review, which guides the reader through the overall process of compiling a literature review.
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paper_title: Analyzing the past to prepare for the future: Writing a literature review

paper_content:

A review of prior, relevant literature is an essential feature of any academic project. An effective review creates a firm foundation for advancing knowledge. It facilitates theory development, closes areas where a plethora of research exists, and uncovers areas where research is needed.
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paper_title: Assessing the moderating effect of consumer product knowledge and online shopping experience on using recommendation agents for customer loyalty

paper_content:

Social media technologies have greatly facilitated the creation of many types of user-generated information, e.g., product rating information can be used to generate preference-based recommendation. As a decision support tool, a Recommendation Agent (RA) has been widely adopted by many e-commerce websites. The impact of RAs on online shopping has been extensively examined in the IS literature. However, from Marketing and Social Media perspectives, the widely adopted cognitive-affect-conative-action framework of customer loyalty has not been tested in the presence of RAs. Moreover, there has been little research assessing the impact of increasing consumer knowledge about specific product domains on customer satisfaction and loyalty. Based on these important constructs, this study proposes and empirically tests a parsimonious model assessing the moderating effect of consumer product knowledge and online shopping experience on using RA for customer loyalty. The results show that consumer product knowledge relationship between RA's recommendations negatively impacts the recommendation quality and customer satisfaction, however, consumer online shopping experience does not have a significant effect on the relationship between customer satisfaction and customer loyalty. The results make a significant contribution to a better understanding of the constructs in our research model and provide evidence useful for the management of websites using RAs for product recommendations.
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paper_title: Using Grounded Theory as a Method for Rigorously Reviewing Literature

paper_content:

This paper offers guidance to conducting a rigorous literature review. We present this in the form of a five-stage process in which we use Grounded Theory as a method. We first probe the guidelines explicated by Webster and Watson, and then we show the added value of Grounded Theory for rigorously analyzing a carefully chosen set of studies; it assures solidly legitimized, in-depth analyses of empirical facts and related insights. This includes, the emergence of new themes, issues and opportunities; interrelationships and dependencies in or beyond a particular area; as well as inconsistencies. If carried out meticulously, reviewing a well-carved out piece of literature by following this guide is likely to lead to more integrated and fruitful theory emergence, something that would enrich many fields in the social sciences.
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paper_title: Qualitative data analysis : an expanded sourcebook

paper_content:

Matthew B. Miles, Qualitative Data Analysis A Methods Sourcebook, Third Edition. The Third Edition of Miles & Huberman's classic research methods text is updated and streamlined by Johnny Saldana, author of The Coding Manual for Qualitative Researchers. Several of the data display strategies from previous editions are now presented in re-envisioned and reorganized formats to enhance reader accessibility and comprehension. The Third Edition's presentation of the fundamentals of research design and data management is followed by five distinct methods of analysis: exploring, describing, ordering, explaining, and predicting. Miles and Huberman's original research studies are profiled and accompanied with new examples from Saldana's recent qualitative work. The book's most celebrated chapter, "Drawing and Verifying Conclusions," is retained and revised, and the chapter on report writing has been greatly expanded, and is now called "Writing About Qualitative Research." Comprehensive and authoritative, Qualitative Data Analysis has been elegantly revised for a new generation of qualitative researchers. Johnny Saldana, The Coding Manual for Qualitative Researchers, Second Edition. The Second Edition of Johnny Saldana's international bestseller provides an in-depth guide to the multiple approaches available for coding qualitative data. Fully up-to-date, it includes new chapters, more coding techniques and an additional glossary. Clear, practical and authoritative, the book: describes how coding initiates qualitative data analysis; demonstrates the writing of analytic memos; discusses available analytic software; suggests how best to use the book for particular studies. In total, 32 coding methods are profiled that can be applied to a range of research genres from grounded theory to phenomenology to narrative inquiry. For each approach, Saldana discusses the method's origins, a description of the method, practical applications, and a clearly illustrated example with analytic follow-up. A unique and invaluable reference for students, teachers, and practitioners of qualitative inquiry, this book is essential reading across the social sciences. Stephanie D. H. Evergreen, Presenting Data Effectively Communicating Your Findings for Maximum Impact. This is a step-by-step guide to making the research results presented in reports, slideshows, posters, and data visualizations more interesting. Written in an easy, accessible manner, Presenting Data Effectively provides guiding principles for designing data presentations so that they are more likely to be heard, remembered, and used. The guidance in the book stems from the author's extensive study of research reporting, a solid review of the literature in graphic design and related fields, and the input of a panel of graphic design experts. Those concepts are then translated into language relevant to students, researchers, evaluators, and non-profit workers - anyone in a position to have to report on data to an outside audience. The book guides the reader through design choices related to four primary areas: graphics, type, color, and arrangement. As a result, readers can present data more effectively, with the clarity and professionalism that best represents their work.
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paper_title: Predicting consumer intentions to use on-line shopping: the case for an augmented technology acceptance model

paper_content:

Derived from the theory of reasoned action, the technology acceptance model (TAM) focuses on two specific salient beliefs-- ease of use and usefulness. It has been applied in the study of user adoption of different technologies, and has emerged as a reliable and robust model. However, this has not discouraged researchers from incorporating additional constructs to the original model in their quest for increased predictive power. Here, an attempt is made in the context of explaining consumer intention to use on-line shopping. Besides ease of use and usefulness, compatibility, privacy, security, normative beliefs, and self- efficacy are included in an augmented TAM. A test of this model, with data collected from 281 consumers, show support for seven of nine research hypotheses. Specifically, compatibility, usefulness, ease of use, and security were found to be significant predictors of attitude towards on-line shopping, but privacy was not. Further, intention to use on-line shopping was strongly influenced by attitude toward on-line shopping, normative beliefs, and self-efficacy.
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paper_title: Understanding customer experiences in online blog environments

paper_content:

Abstract Blogs have recently become an influential medium and have demonstrated enormous marketing power. Consumers can freely conduct ongoing information searches through this new channel. However, the credibility of blogs plays an important role in creating opportunities for positive customer experiences that can shape consumers’ product/service purchase intentions and decisions. In light of this observation, this study proposes a theoretical framework that delineates the relationship among information credibility, customer experiences, and purchase intention in the blog environment. Data collected from 468 subjects in specific corporate blogs provide support for the proposed model using partial least squares (PLS). The results indicate that information credibility is critical for facilitating customer experiences, which, in turn, is necessary to enhance purchase intention. Additionally, greater involvement with blog significantly increases the effect of customer experiences on purchase intention. The detailed theoretical and managerial implications are presented.
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paper_title: An empirical analysis of the antecedents of electronic commerce service continuance

paper_content:

Abstract This paper examines key drivers of consumers' intention to continue using business-to-consumer e-commerce services. Multiple theoretical perspectives are synthesized to hypothesize a model of continuance behavior, which is then empirically tested using a field survey of online brokerage (OLB) users. Salient results include: (1) consumers' continuance intention is determined by their satisfaction with initial service use, their perceived usefulness of service use, and the interaction between perceived usefulness and loyalty incentives for service use, and (2) satisfaction and perceived usefulness are both predicted by consumers' confirmation of expectations from initial service use. Implications of these findings for e-commerce firms contemplating customer relationship management (CRM) initiatives are discussed.
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paper_title: Online consumer retention: contingent effects of online shopping habit and online shopping experience

paper_content:

In this study, we further develop the information systems continuance model in the context of online shopping, using a contingency theory that accounts for the roles of online shopping habit and online shopping experience. Specifically, we argue and empirically demonstrate that although conceptually distinct, online shopping habit and online shopping experience have similar effects on repurchase intention. They both have positive mediated effects through satisfaction and moderate the relationship between satisfaction and online repurchase intention. The results of a survey study involving 122 online customers provide strong support for our research model. We also identify after-sale service, transaction efficiency, security, convenience, and cost savings as important online shopping usefulness drivers. Theoretical and practical implications include establishing a contingency theory to more fully explain online customer retention as well as guidelines for development of customer relationship management initiatives.
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paper_title: Media Selection to Meet Communications Contexts: Comparing E-Mail and Instant Messaging in an Undergraduate Population

paper_content:

Media selection is a complex issue that may involve weighing factors such as media features (richness), user characteristics, and tasks. This study examines user perceptions about instant messengers (IM) compared to email (EM). It compares the relation of eight motivation variables with past experience (desktop and wireless) and future use intention (social interactions and work/coursework). Our results, based on a student survey, show that, for this population, frequency of use may predict the adoption of new technology, such as IM, but results in little or no effect on media that already enjoy widespread adoption. Years of media use did not affect IM or EM adoption. This study finds no evidence of a relationship between the availability of wireless access and user perceptions of IM and EM. IM adopters tend to use IM for both social reasons and work/coursework. These users expressed a strong intention for future use of IM. No significant difference was found in expected EM future use between the IM-adopters and nonadopters.
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paper_title: Examination of online channel preference: using the structure-conduct-outcome framework

paper_content:

Electronic commerce and online shopping continue to grow as consumers' channel of choice for products and services. Yet, persistent issues of security, availability, and personalization inhibit its full potential. This paper examines the behavioral and economic aspects that contribute to online consumers' satisfaction and eventually lead to their preference of the online channel. Using a structure-conduct-outcome (SCO) framework, this study analyzes the economic aspects of consumer transaction through incurred costs and the social aspects through patterns of behavior.The results from the structural equation modeling analysis indicate that asset specificity and uncertainty structure variables of the electronic marketplace are associated with the conduct constructs such as time responsiveness, personalization, wehsite design and security and reliability of the online channel. Further, we find that time responsiveness, personalization, security, and reliability are also significantly related to the consumer satisfaction outcome with the channel. We do not find support for website design being related to online consumers' satisfaction. Finally, there is evidence that satisfaction derived from the above conduct variables is strongly related to the consumers' preference for the online channel.
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paper_title: Understanding the Intrinsic Motivations of User Acceptance of Hedonic Information Systems: Towards a Unified Research Model

paper_content:

Although user acceptance of entertainment-oriented information systems (IS), which are called Hedonic IS (HIS), has drawn considerable attention in literature, our understanding of user acceptance of HIS is still limited. This article focuses on exploring the intrinsic motivations of HIS acceptance from a unique perspective. It proposes a hybrid HIS acceptance model that considers the unique characteristics of HIS and the multiple conceptual identities of an HIS user. The model integrates intrinsic motivation factors from Hedonic theory, Flow theory, and the PAD (Pleasure, Arousal, and Dominance) emotion model with the Technology Acceptance Model. The proposed hybrid HIS acceptance model has been empirically tested by a quantitative field survey. The results indicate that emotional responses, imaginal responses, and flow experience are three main predictors of HIS acceptance.
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paper_title: Beyond the Test of the Four Channel Model of Flow in the Context of Online Shopping

paper_content:

In this study we investigate the effects of user skill and task challenge on online shoppers’ experiences. We use a model suggested by flow theory in which shoppers are grouped into four categories (flow, anxiety, boredom, and apathy) based on their perceptions of task challenge and their skill in performing an online shopping task. Results show that anxious shoppers have lower perceptions of the dimensions of flow, believe online shopping Web sites are less useful, and believe they are less likely to use the system in the future compared to the other three groups of online shoppers. In addition to challenge and skill, having a clear goal and fast feedback also contribute to the flow experience.
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paper_title: Understanding the most satisfying and unsatisfying user experiences: Emotions, psychological needs, and context

paper_content:

The aim of this research was to study the structure of the most satisfying and unsatisfying user experiences in terms of experienced emotions, psychological needs, and contextual factors. 45 university students wrote descriptions of their most satisfying and unsatisfying recent user experiences and analyzed those experiences using the Positive and Negative Affect Schedule (PANAS) method for experienced emotions, a questionnaire probing the salience of 10 psychological needs, and a self-made set of rating scales for analyzing context. The results suggested that it was possible to capture variations in user experiences in terms of experienced emotions, fulfillment of psychological needs, and context effectively by using psychometric rating scales. The results for emotional experiences showed significant differences in 16 out of 20 PANAS emotions between the most satisfying and unsatisfying experiences. The results for psychological needs indicated that feelings of autonomy and competence emerged as highly salient in the most satisfying experiences and missing in the unsatisfying experiences. High self-esteem was also notably salient in the most satisfying experiences. The qualitative results indicated that most of the participants' free-form qualitative descriptions, especially for the most unsatisfying user experiences, gave important information about the pragmatic aspects of the interaction, but often omitted information about hedonic and social aspects of user experience.
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paper_title: Introduction to the Special Section: Designing a Better User Experience for Self-Service Systems

paper_content:

For this special section, we have selected three papers that approach the design of the user experience of self-service systems in an integrated way and show the readership of this journal what methods and techniques can be used in this type of design process. These three papers together give us an in-depth and broad introduction to the challenges of designing for the user experience of self-service systems, while providing us with some exemplary solutions.
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paper_title: Studying antecedents of emotional experiences in interactive contexts

paper_content:

This paper describes a research approach to the experimental study of emotional experiences and their connections to other components of user experience in human-technology interaction. We present a model of user experience that integrates interaction characteristics, instrumental and non-instrumental quality perceptions, emotional user reactions and overall judgments of system quality. An experiment is reported to illustrate the application of our approach. System properties of an interactive prototype were varied to produce versions of different usability and aesthetics which in turn led to different perceptions of instrumental and non-instrumental qualities. The results indicate that both quality aspects significantly influence emotional reactions with respect to subjective feelings, facial expressions and physiological responses. These findings are consistent with the users' overall judgments of the systems and show that the perception of both, instrumental and non-instrumental qualities influences the appraisal of interactive systems.
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paper_title: CULTURABILITY IN MOBILE DATA SERVICES: A QUALITATIVE STUDY OF THE RELATIONSHIP BETWEEN CULTURAL CHARACTERISTICS AND USER-EXPERIENCE ATTRIBUTES

paper_content:

As the use of mobile data services has spread across the globe, the effect of cultural differences on user requirements has become an important issue. To date, however, little research has been conducted on the role cultural factors play in the design of mobile data services. This article proposes a set of critical design attributes for mobile data services that takes cross-cultural differences into account. To determine these attributes, a qualitative method was devised and in-depth interviews in Korea, Japan, and Finland were conducted. Twenty-one critical user-experience attributes that showed a clear correlation with characteristics of the user's culture were found. The article ends with a discussion of limitations and of implications for developers of mobile data services.
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paper_title: On saliency, affect and focused attention

paper_content:

We study how the visual catchiness (saliency) of relevant information impacts user engagement metrics such as focused attention and emotion (affect). Participants completed tasks in one of two conditions, where the task-relevant information either appeared salient or non-salient. Our analysis provides insights into relationships between saliency, focused attention, and affect. Participants reported more distraction in the non-salient condition, and non-salient information was slower to find than salient. Lack-of-saliency led to a negative impact on affect, while saliency maintained positive affect, suggesting its helpfulness. Participants reported that it was easier to focus in the salient condition, although there was no significant improvement in the focused attention scale rating. Finally, this study suggests user interest in the topic is a good predictor of focused attention, which in turn is a good predictor of positive affect. These results suggest that enhancing saliency of user-interested topics seems a good strategy for boosting user engagement.
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paper_title: Co‐creating unique value with customers

paper_content:

The traditional system of company‐centric value creation (that has served us so well over the past 100 years) is becoming obsolete. Leaders now need a new frame of reference for value creation. In the emergent economy, competition will center on personalized co‐creation experiences, resulting in value that is truly unique to each individual. The authors see a new frontier in value creation emerging, replete with fresh opportunities. In this new frontier the role of the consumer has changed from isolated to connected, from unaware to informed, from passive to active. As a result, companies can no longer act autonomously, designing products, developing production processes, crafting marketing messages, and controlling sales channels with little or no interference from consumers. Armed with new tools and dissatisfied with available choices, consumers want to interact with firms and thereby co‐create value. The use of interaction as a basis for co‐creation is at the crux of our emerging reality. The co‐creation experience of the consumer becomes the very basis of value. The authors offer a DART model for managing co‐creation of value processes.
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paper_title: A Framework for Value Co-creation through Customization and Personalization in the Context of Machine Tool PSS

paper_content:

Abstract In this paper, a hybrid PSS business model is considered for discussing the framework for value co-creation through customization and personalization. The framework consists of a business model, an engagement model which leads to value creation through customization, and a detailed service execution plan which offers opportunities for value co-creation through co-design, co-production and co-delivery, leading to personalization. The conventional approaches for PSS design do not explicitly address the aspect of customization and personalization through co-creation activities. The expected benefits for the provider and other stakeholders will be in terms of knowledge co-creation and ensuring enhanced customer experience through personalization.
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paper_title: Online Customer Experience: A Review of the Business-to-Consumer Online Purchase Context

paper_content:

Customer interactions with an organization's website create opportunities for positive experiences that can lead to long-term relationship building. The range of potential interactions is now quite diverse, including product information search, purchase transaction and/or service delivery. The domain of customer experience (CE) is well developed in the face-to-face context, but little attention has been paid to exploring the concept in the online context. The purpose of this paper is to provide a review of the online consumer literature in order to inform understanding of the antecedents and consequences of online customer experience (OCE) in the purchase context. The paper offers four important contributions for both academics and practitioners. First, it adds to understanding of OCE in the purchase context and, second, specifically recognizes and discusses the antecedents of OCE by drawing on existing literature relating to online consumer purchase. Third, it proposes the potential consequences of OCE and provides a framework for future testing. Finally, the paper addresses a problem of relevance to both academics and practitioners, and proposes future research and managerial implications.
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paper_title: Assessing the moderating effect of consumer product knowledge and online shopping experience on using recommendation agents for customer loyalty

paper_content:

Social media technologies have greatly facilitated the creation of many types of user-generated information, e.g., product rating information can be used to generate preference-based recommendation. As a decision support tool, a Recommendation Agent (RA) has been widely adopted by many e-commerce websites. The impact of RAs on online shopping has been extensively examined in the IS literature. However, from Marketing and Social Media perspectives, the widely adopted cognitive-affect-conative-action framework of customer loyalty has not been tested in the presence of RAs. Moreover, there has been little research assessing the impact of increasing consumer knowledge about specific product domains on customer satisfaction and loyalty. Based on these important constructs, this study proposes and empirically tests a parsimonious model assessing the moderating effect of consumer product knowledge and online shopping experience on using RA for customer loyalty. The results show that consumer product knowledge relationship between RA's recommendations negatively impacts the recommendation quality and customer satisfaction, however, consumer online shopping experience does not have a significant effect on the relationship between customer satisfaction and customer loyalty. The results make a significant contribution to a better understanding of the constructs in our research model and provide evidence useful for the management of websites using RAs for product recommendations.
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paper_title: Co‐creating customer‐focused solutions within business networks: a service perspective

paper_content:

Purpose – Increased competition and more extensive customer needs have motivated companies to develop integrated solutions. In practice, companies struggle to co‐create effective solutions that meet customer needs. The purpose of this paper is to identify critical factors affecting the effective co‐creation of customer‐focused solutions within business networks.Design/methodology/approach – The study investigates the co‐creation of two different types of solution. Data were collected from two business networks comprising 13 companies, including suppliers and their customers. The empirical data comprise 51 interviews and observations made at 21 company workshops.Findings – Effective co‐creation of solutions requires a fit between the perceptions of multiple suppliers and their customers with regard to core content, operations and processes, customer experience and value of the solution. Co‐creation is affected by, e.g. customer's preferences for participation and value, and the degree of competition, clari...
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paper_title: For fun and profit: Hedonic value from image interactivity and responses toward an online store

paper_content:

With the use of an on-line retailer's Web site and an experimental method with 103 university students, statistical support through path analysis was found for positive influences of optimum stimulation level (preferred level of environmental stimulation) and recreational shopping on hedonic value (trying an image-interactivity feature of an apparel Web site as a stimulating experience). The Web site's mixandmatch image interactivity feature allowed creation of visual images of product combinations. The path-analysis model revealed significant paths between hedonic value and resulting emotional pleasure and arousal variables. A pattern of significant paths was also found between these three variables and global attitude, willingness to purchase, and willingness to patronize the on-line store. Theoretical and managerial conclusions are provided. © 2005 Wiley Periodicals, Inc.
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paper_title: Co-creating brands: diagnosing and designing the relationship experience

paper_content:

The traditional goods-dominant logic of marketing is under challenge and leading researchers are now emphasizing the new service-dominant logic [Vargo, S.L., Lusch, R.F., Evolving to a new dominant logic for marketing. J Mark 2004; 68 (1): 1-17.]. One of the key foundational propositions of this logic is the customer as "always being a co-creator of value" where "the brand becomes the experience" [Prahalad, C.K., The co-creation of value. J Mark 2004; 68 (1): 23.]. In this paper, the authors examine the concept of brand relationship experience in the context of co-creation and service-dominant logic and outline a conceptual model for designing and managing the customer experience. Case study research illustrates how this model helps in the design and management of the brand relationship experience for an innovative new product.
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paper_title: Critical service logic: making sense of value creation and co-creation

paper_content:

Because extant literature on the service logic of marketing is dominated by a metaphorical view of value co-creation, the roles of both service providers and customers remain analytically unspecified, without a theoretically sound foundation for value creation or co-creation. This article analyzes value creation and co-creation in service by analytically defining the roles of the customer and the firm, as well as the scope, locus, and nature of value and value creation. Value creation refers to customers’ creation of value-in-use; co-creation is a function of interaction. Both the firm’s and the customer’s actions can be categorized by spheres (provider, joint, customer), and their interactions are either direct or indirect, leading to different forms of value creation and co-creation. This conceptualization of value creation spheres extends knowledge about how value-in-use emerges and how value creation can be managed; it also emphasizes the pivotal role of direct interactions for value co-creation opportunities.
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paper_title: Modelling customer process activities in interactive value creation

paper_content:

Purpose – Customers' role in value creation has changed dramatically over the past few years. Today, many firms view customers as co‐creators of value. Until recently, however, attention to customer integration was mainly directed toward customers' role in a firm's given supply processes. The goal of this paper is to show that processes on the customer side are equally important for the overall success of value creation.Design/methodology/approach – The reasoning for the role of customers is based on a theoretical discussion of customer integration, blueprints and customer scripts. Relating this work to the general problem of transaction costs from information asymmetries, the paper develops a typology of how customer scripts can be applied in various situations.Findings – It is found that customer scripts can have a positive effect on interactive value creation because they enable companies to build a holistic process image for all process participants.Research limitations/implications – Marketing must r...
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paper_title: THREE APPROACHES TO TAKE THE USER PERSPECTIVE INTO ACCOUNT DURING NEW PRODUCT DESIGN

paper_content:

This paper addresses three different approaches which can be employed to adequately answer different questions faced by product developers. These approaches differ in the ways users themselves are involved in developing the "real" user perspective. In participatory design, products and product concepts are developed together with users so that they fit better with what the users do and want to do. The modelling of product adoption quantifies the likely market adoption of products, based on user characteristics and product attributes. The evaluation of user experience describes a way to evaluate products in terms of their users' interaction with the product daily life. These approaches have originated from different areas and are often seen as competing viewpoints. This paper shows that the three approaches be seen as complementary to each other and suggests a method for to choose the right approach.
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paper_title: Managing customer experiences in online product communities

paper_content:

Many companies have established online product communities or forums as a vehicle to extend product support services to their customers. Customers' interactions in such online forums with peer customers and vendor representatives resolve their product-related queries as well as inform on their product purchase decisions. Despite the significance of such interactions, there has been limited theoretical attention so far on how companies can manage customer experiences in online product communities. Drawing on theories and concepts from diverse areas including computer-mediated communication, consumer psychology, and online communities, this study proposes a four dimensional construct - Online Community Experience (OCE) - to capture customer experiences in such online product communities, and examines its impact on customer attitudes regarding the product, the company, and the quality of service. Data collected from customers in online product forums offered by four companies is used to test the study hypotheses. Implications for research on online consumer behavior and marketing are discussed.
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paper_title: How to Profit From a Better ¿Virtual Customer Environment¿

paper_content:

Many companies have established technology-based platforms or virtual customer environments to partner with their customers in innovation and value creation. In pursuing such initiatives, most companies seem to focus primarily on customers? innovative contributions, paying limited attention to customers? interaction experiences in the VCE. But the VCE experience has broader and more profound implications ? particularly for customer relationship management. In this article, the authors offer a framework to help companies understand and evaluate customers? VCE experience profile. ::: ::: The authors describe five customer roles in innovation and value cocreation: product conceptualizer, product designer, product tester, product support specialist and product marketer. Each role has something to offer. However, depending on the customer innovation role, the nature of the customer interactions and the technologies used in the VCE will vary. The VCE customer experience is made up of four components: the pragmatic experience (its ability to provide information), the sociability experience (how it promotes group discussion), the usability experience (defined by the quality of the human-computer interactions) and the hedonic experience (relating to mental stimulation and entertainment). Drawing on examples from companies including Microsoft, SAP, Samsung, BMW, Volvo and Ducati, the authors suggest strategies and practices to enhance customer experiences in VCEs and ensure favorable outcomes in terms of both innovation management and customer relationship management. ::: ::: Designing and implementing the right system can help companies improve innovation and customer relationship management. Therefore, managers should view their VCE initiatives as an integral part of their overall innovation and customer strategies. ::: ::: What?s more, the costs of implementation can vary widely. Therefore, companies need to be careful about selecting and implementing a portfolio of strategies and practices that meets the needs of the types of customers they want to engage in value cocreation.
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paper_title: Avatar-Based Innovation: Consequences of the Virtual Co-Creation Experience

paper_content:

Virtual worlds, such as the prominent Second Life (SL), offer unprecedented opportunities for companies to tap the innovative potential of consumers and consumer communities. Despite the potential, the studied corporate open innovation initiatives fail to attract sustained engagement among co-creating participants. The underdeveloped state of these islands in terms of innovation tasks and the lack of knowledge about how to attract innovative avatars raise key concerns about the nature of the experience avatars have on corporate sites. In a quantitative study we examine the importance of the experience in encouraging active participation in the innovation tasks. When participants experience an inspiring, intrinsically motivating, involving and fun co-creation experience, they participate more intensely. Prior research on virtual new product development is extended to the virtual world context and insights of the virtual co-creation experience serve as guidelines for the conception of avatar-based innovation initiatives.
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paper_title: ONLINE COMMUNITIES IN MATURE MARKETS: WHY JOIN, WHY INNOVATE, WHY SHARE?

paper_content:

Online communities (OCs), especially those related to particular products or brands, have become a potent means of identifying user needs and solution ideas, thereby supporting companies to innovate. Despite their growing relevance, user innovation activities within consumer OCs still are underexplored. Members' motivations to innovate and contribute to OCs, in particular, belong to a young line of research requiring further investigation. This study contributes to this line of research by providing an in-depth netnographic analysis of innovative, privately operated OCs dedicated to tangible consumer products. Most fundamentally, we differentiate: (1) motives to join OCs, (2) motives to innovate, and (3) motives to publish innovations in OCs. It is the first study that categorizes the motives of innovative OC members depending on membership lifecycle and situational factors. Our results support companies in understanding members' motives in privately operated OCs relating to the company's brand or products. Thus, it provides a foundation for the development of specific incentives and tools that stimulate user activity.
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paper_title: Beyond boredom and anxiety

paper_content:

Preface to the 25th Anniversary Edition. Acknowledgements to the First Edition. Enjoyment and Intrinsic Motivation. Rewards of Autotelic Activities. Structure of Autotelic Activities. A Theoretical Model for Enjoyment. Enjoying Games: Chess. Deep Play and the Flow Experience in Rock Climbing. Measuring the Flow Experience in Rock Dancing. Enjoying Work: Surgery. Flow Patterns in Everyday Life. Effects of Flow Deprivation. Politics of Enjoyment. Tests and Procedures Used in Microflow. Experiments. References. Index.
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paper_title: Thinking Inside the Box: Why Consumers Enjoy Constrained Creative Experiences

paper_content:

Abstract From cooking kits to home improvement shows, consumers are increasingly seeking out products that are designed to help them be creative. In this research, the authors examine why consumers participate in creative activities and under what conditions these experiences are the most enjoyable. A qualitative study explores the diverse motivations for undertaking creative tasks and identifies the role of constraints in such endeavors. Then, the authors conduct two experimental studies to understand the importance of constraints (e.g., instructional guidance, target outcomes) in facilitating a balance between perceived competence and autonomy for consumers involved in a creative task. When consumers engage in creative activities with a sense of both autonomy and competence, they enjoy the experience more. The authors discuss implications for managers and provide opportunities for further research.
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paper_title: Value from hedonic experience and engagement

paper_content:

Recognizing that value involves experiencing pleasure or pain is critical to understanding the psychology of value. But hedonic experience is not enough. I propose that it is also necessary to recognize that strength of engagement can contribute to experienced value through its contribution to the experience of motivational force—an experience of the intensity of the force of attraction to or repulsion from the value target. The subjective pleasure/pain properties of a value target influence strength of engagement, but factors separate from the hedonic properties of the value target also influence engagement strength and thus contribute to the experience of attraction or repulsion. These additional sources of engagement strength include opposition to interfering forces, overcoming personal resistance, using the right or proper means of goal pursuit, and regulatory fit between the orientation and manner of goal pursuit. Implications of the contribution of engagement strength to value are discussed for judgment and decision making, persuasion, and emotional experiences.
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paper_title: Flow The Psychology Of Optimal Experience

paper_content:

Thank you for reading flow the psychology of optimal experience. Maybe you have knowledge that, people have search numerous times for their favorite novels like this flow the psychology of optimal experience, but end up in malicious downloads. Rather than enjoying a good book with a cup of coffee in the afternoon, instead they cope with some infectious virus inside their computer. flow the psychology of optimal experience is available in our digital library an online access to it is set as public so you can get it instantly. Our book servers saves in multiple locations, allowing you to get the most less latency time to download any of our books like this one. Kindly say, the flow the psychology of optimal experience is universally compatible with any devices to read.
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paper_title: Play and Intrinsic Rewards

paper_content:

An analysis of the reported experiences of people involved in various play-forms (i.e., rock-climbing, chess, dance, basketball, music composition) suggests that the qualities which make these activities enjoyable are the following: (a) a person is able to concentrate on a limited stimulus field, (b) in which he or she can use his or her skills to meet clear demands, (c) thereby forgetting his or her own problems, and (d) his or her own separate identity, (e) at the same time obtaining a feeling of control over the environment, (f) which may result in a transcendence of ego-boundaries and consequent psychic integration with metapersonal systems. A formal analysis is carried out to establish what are the characteristics that an activitiy must have to provide such intrinsically rewarding experiences. The implications of intrinsic rewards for the understanding of human motivation are briefly discussed.
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paper_title: The Concept of Flow

paper_content:

What constitutes a good life? Few questions are of more fundamental importance to a positive psychology. Flow research has yielded one answer, providing an understanding of experiences during which individuals are fully involved in the present moment. Viewed through the experiential lens of flow, a good life is one that is characterized by complete absorption in what one does. In this chapter, we describe the flow model of optimal experience and optimal development, explain how flow and related constructs have been measured, discuss recent work in this area, and identify some promising directions for future research.
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paper_title: Identifying User Experience Dimensions for Mobile Incident Reporting in Urban Contexts

paper_content:

Research problem: Despite the increasing interests raised by incident reporting systems, it is still unclear what dimensions of user experience (UX) and other contextual factors should be taken into account for the various stages of declaring an incident using mobile-phone applications. Research questions: How do citizens perceive and describe urban incidents? What UX dimensions are important for reporting an incident with a mobile-phone application? What other (contextual) factors are important from the users' point of view when declaring incidents? Which of the UX dimensions and contextual factors are important when in the various phases during an incident declaration? Literature review: Overall, there is a lack of empirical research in the domain of incident reporting. In general, the UX dimensions-visual and aesthetic experience, emotion, stimulation, identification, meaning and value, and social relatedness/coexperience-are important when designing interactive systems. It also shows that incidents are related to the citizen's perception of the environment. Methodology: A triangulated method approach combining interviews, a survey of existing systems, and a model-based task analysis were applied. This allows us to present a generic task model for incident reporting with a detailed description of UX dimensions affected in the various subtasks. Results and conclusions: Our findings point out the effect of UX dimensions in the task engaged by users when reporting urban citizens. The overall UX is directly influenced by the perceived level of severity, inconvenience and involvement, the personal context, and the technological mobile context. We have found that while several UX dimensions are highly relevant, they are not equally distributed along the several subtasks that citizens engage when reporting incidents. This study shows that semistructured requirement interviews can provide information about UX dimensions and it highlights the importance of the identification of UX dimensions in early phases of the development process.
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paper_title: Optimal keyword auctions for optimal user experiences

paper_content:

Poor user experiences with search advertisements can lead to ad avoidance thus reduce search engine's long-term revenue. We capture the effect of negative user experiences on search engine's future revenue in a new variable called "shadow costs" and examine the optimal keyword auction mechanisms (KAMs) in a general model that takes into account advertiser-specific and position-specific shadow costs. We show that the optimal KAMs can be implemented in an ex-post equilibrium with a "progressive second price" payment rule. Furthermore, under a few special but practically relevant cases, the optimal KAM takes the form of relatively simple scoring auctions. We show that minimum bids in these scoring auctions may be advertiser- or position-specific and the allocation rule may or may not be greedy. Our results highlight impact of shadow costs on keyword auction designs and hold implications for search engines, advertisers, and internet users.
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paper_title: Enhancing Contract Usability and User Experience Through Visualization - An Experimental Evaluation

paper_content:

Contracts are complex just like the business relationships, processes and tasks they seek to describe. Despite being necessary tools for collaboration, most contract users are frustrated by traditional contracts, which are long, overly legal and difficult to understand. Some approaches to managing complexity and designing user-friendly contracts have been suggested, based, for instance, on the principles of proactive law, lean manufacturing/management and plain language. Recent research has explored the possibility of using information design and visualization to facilitate knowledge transfer and collaboration in complex organizational settings. This paper investigates visualization applied to contracts. A contract prototype was created and tested with users, in order to assess whether visualized contracts are more usable and provide a better user experience than traditional text-only contracts. The paper illustrates hypotheses regarding the correlation of visualization, usability and user experience, proposes a test procedure and presents the results obtained.
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paper_title: Explaining the user experience of recommender systems

paper_content:

Research on recommender systems typically focuses on the accuracy of prediction algorithms. Because accuracy only partially constitutes the user experience of a recommender system, this paper proposes a framework that takes a user-centric approach to recommender system evaluation. The framework links objective system aspects to objective user behavior through a series of perceptual and evaluative constructs (called subjective system aspects and experience, respectively). Furthermore, it incorporates the influence of personal and situational characteristics on the user experience. This paper reviews how current literature maps to the framework and identifies several gaps in existing work. Consequently, the framework is validated with four field trials and two controlled experiments and analyzed using Structural Equation Modeling. The results of these studies show that subjective system aspects and experience variables are invaluable in explaining why and how the user experience of recommender systems comes about. In all studies we observe that perceptions of recommendation quality and/or variety are important mediators in predicting the effects of objective system aspects on the three components of user experience: process (e.g. perceived effort, difficulty), system (e.g. perceived system effectiveness) and outcome (e.g. choice satisfaction). Furthermore, we find that these subjective aspects have strong and sometimes interesting behavioral correlates (e.g. reduced browsing indicates higher system effectiveness). They also show several tradeoffs between system aspects and personal and situational characteristics (e.g. the amount of preference feedback users provide is a tradeoff between perceived system usefulness and privacy concerns). These results, as well as the validated framework itself, provide a platform for future research on the user-centric evaluation of recommender systems.
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paper_title: Studying antecedents of emotional experiences in interactive contexts

paper_content:

This paper describes a research approach to the experimental study of emotional experiences and their connections to other components of user experience in human-technology interaction. We present a model of user experience that integrates interaction characteristics, instrumental and non-instrumental quality perceptions, emotional user reactions and overall judgments of system quality. An experiment is reported to illustrate the application of our approach. System properties of an interactive prototype were varied to produce versions of different usability and aesthetics which in turn led to different perceptions of instrumental and non-instrumental qualities. The results indicate that both quality aspects significantly influence emotional reactions with respect to subjective feelings, facial expressions and physiological responses. These findings are consistent with the users' overall judgments of the systems and show that the perception of both, instrumental and non-instrumental qualities influences the appraisal of interactive systems.
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paper_title: B2C web site quality and emotions during online shopping episodes: An empirical study

paper_content:

This paper explores the impact of the quality of a web site on the cognitive process leading to consumers' emotions---considered as direct antecedents to shopping behaviors and operationalized as mental states of readiness arising from the appraisal of events. A parsimonious theoretical model was defined and tested with data collected from 215 web-shopping episodes during which consumers were shopping for low-touch products. Analysis of the results showed that web site quality had a positive impact on the cognitive appraisal of situational state, which in turn influenced five of the six emotions of the proposed model: liking, joy, pride, dislike, and frustration. Results also showed that a substantial number of shoppers experienced intensively the emotions of liking and joy. Moreover, this paper highlights several implications that could help managers and webmasters improve the quality of their web sites
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paper_title: Predicting consumer intentions to use on-line shopping: the case for an augmented technology acceptance model

paper_content:

Derived from the theory of reasoned action, the technology acceptance model (TAM) focuses on two specific salient beliefs-- ease of use and usefulness. It has been applied in the study of user adoption of different technologies, and has emerged as a reliable and robust model. However, this has not discouraged researchers from incorporating additional constructs to the original model in their quest for increased predictive power. Here, an attempt is made in the context of explaining consumer intention to use on-line shopping. Besides ease of use and usefulness, compatibility, privacy, security, normative beliefs, and self- efficacy are included in an augmented TAM. A test of this model, with data collected from 281 consumers, show support for seven of nine research hypotheses. Specifically, compatibility, usefulness, ease of use, and security were found to be significant predictors of attitude towards on-line shopping, but privacy was not. Further, intention to use on-line shopping was strongly influenced by attitude toward on-line shopping, normative beliefs, and self-efficacy.
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paper_title: An empirical analysis of the antecedents of electronic commerce service continuance

paper_content:

Abstract This paper examines key drivers of consumers' intention to continue using business-to-consumer e-commerce services. Multiple theoretical perspectives are synthesized to hypothesize a model of continuance behavior, which is then empirically tested using a field survey of online brokerage (OLB) users. Salient results include: (1) consumers' continuance intention is determined by their satisfaction with initial service use, their perceived usefulness of service use, and the interaction between perceived usefulness and loyalty incentives for service use, and (2) satisfaction and perceived usefulness are both predicted by consumers' confirmation of expectations from initial service use. Implications of these findings for e-commerce firms contemplating customer relationship management (CRM) initiatives are discussed.
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paper_title: Understanding the most satisfying and unsatisfying user experiences: Emotions, psychological needs, and context

paper_content:

The aim of this research was to study the structure of the most satisfying and unsatisfying user experiences in terms of experienced emotions, psychological needs, and contextual factors. 45 university students wrote descriptions of their most satisfying and unsatisfying recent user experiences and analyzed those experiences using the Positive and Negative Affect Schedule (PANAS) method for experienced emotions, a questionnaire probing the salience of 10 psychological needs, and a self-made set of rating scales for analyzing context. The results suggested that it was possible to capture variations in user experiences in terms of experienced emotions, fulfillment of psychological needs, and context effectively by using psychometric rating scales. The results for emotional experiences showed significant differences in 16 out of 20 PANAS emotions between the most satisfying and unsatisfying experiences. The results for psychological needs indicated that feelings of autonomy and competence emerged as highly salient in the most satisfying experiences and missing in the unsatisfying experiences. High self-esteem was also notably salient in the most satisfying experiences. The qualitative results indicated that most of the participants' free-form qualitative descriptions, especially for the most unsatisfying user experiences, gave important information about the pragmatic aspects of the interaction, but often omitted information about hedonic and social aspects of user experience.
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paper_title: How to Profit From a Better ¿Virtual Customer Environment¿

paper_content:

Many companies have established technology-based platforms or virtual customer environments to partner with their customers in innovation and value creation. In pursuing such initiatives, most companies seem to focus primarily on customers? innovative contributions, paying limited attention to customers? interaction experiences in the VCE. But the VCE experience has broader and more profound implications ? particularly for customer relationship management. In this article, the authors offer a framework to help companies understand and evaluate customers? VCE experience profile. ::: ::: The authors describe five customer roles in innovation and value cocreation: product conceptualizer, product designer, product tester, product support specialist and product marketer. Each role has something to offer. However, depending on the customer innovation role, the nature of the customer interactions and the technologies used in the VCE will vary. The VCE customer experience is made up of four components: the pragmatic experience (its ability to provide information), the sociability experience (how it promotes group discussion), the usability experience (defined by the quality of the human-computer interactions) and the hedonic experience (relating to mental stimulation and entertainment). Drawing on examples from companies including Microsoft, SAP, Samsung, BMW, Volvo and Ducati, the authors suggest strategies and practices to enhance customer experiences in VCEs and ensure favorable outcomes in terms of both innovation management and customer relationship management. ::: ::: Designing and implementing the right system can help companies improve innovation and customer relationship management. Therefore, managers should view their VCE initiatives as an integral part of their overall innovation and customer strategies. ::: ::: What?s more, the costs of implementation can vary widely. Therefore, companies need to be careful about selecting and implementing a portfolio of strategies and practices that meets the needs of the types of customers they want to engage in value cocreation.
---
paper_title: Studying antecedents of emotional experiences in interactive contexts

paper_content:

This paper describes a research approach to the experimental study of emotional experiences and their connections to other components of user experience in human-technology interaction. We present a model of user experience that integrates interaction characteristics, instrumental and non-instrumental quality perceptions, emotional user reactions and overall judgments of system quality. An experiment is reported to illustrate the application of our approach. System properties of an interactive prototype were varied to produce versions of different usability and aesthetics which in turn led to different perceptions of instrumental and non-instrumental qualities. The results indicate that both quality aspects significantly influence emotional reactions with respect to subjective feelings, facial expressions and physiological responses. These findings are consistent with the users' overall judgments of the systems and show that the perception of both, instrumental and non-instrumental qualities influences the appraisal of interactive systems.
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paper_title: Are you providing the “right” customer experience? The case of Banca Popolare di Bari

paper_content:

Purpose – The purpose of this paper is to model customer experience (CE) as a “continuum”, labelled customer experience continuum (CEC). The paper adopts a CE quality construct and scale (EXQ) to determine the effect of CE on a bank's marketing outcomes. The paper discusses the study's theoretical and managerial implications, focusing on CE strategy design. Design/methodology/approach – The paper empirically test a scale to measure customer experience quality (EXQ) for a retail bank. The paper interviews customers using a means-end-chain approach and soft-laddering to explore their CE perceptions with the bank. The paper classifies their perceptions into the categories of “brand experience” (pre-purchase), “service experience” (during purchase), and “post-purchase experience”. After a confirmatory factor analysis, the paper conducts a survey on a representative customer sample. The paper analyses the survey results with a statistical model based on the partial least squares method. The paper tests three h...
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paper_title: Customer community and co-creation: a case study

paper_content:

Purpose – This paper aims to provide insights into the development and management of a customer community, informing product innovation and engaging customers in co‐creation of a consumption experience.Design/methodology/approach – A review of the state of current knowledge about co‐production, co‐creation and customer communities is followed by discussion of the case study methodology. The case history of a leading player in the UK and international “sportkiting” market focuses on product innovation and customer‐community development. Discussion reflects in more detail on the lessons from the case for application of the principles in practice.Findings – The case company's innovative product development strategy provides the catalyst for co‐creation of a customer experience. Its marketing actions extend beyond product development and innovation to actively co‐creating experiences with customers, fostering a sense of community among users, facilitating communication within that community, acting on the fee...
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paper_title: Predicting consumer intentions to use on-line shopping: the case for an augmented technology acceptance model

paper_content:

Derived from the theory of reasoned action, the technology acceptance model (TAM) focuses on two specific salient beliefs-- ease of use and usefulness. It has been applied in the study of user adoption of different technologies, and has emerged as a reliable and robust model. However, this has not discouraged researchers from incorporating additional constructs to the original model in their quest for increased predictive power. Here, an attempt is made in the context of explaining consumer intention to use on-line shopping. Besides ease of use and usefulness, compatibility, privacy, security, normative beliefs, and self- efficacy are included in an augmented TAM. A test of this model, with data collected from 281 consumers, show support for seven of nine research hypotheses. Specifically, compatibility, usefulness, ease of use, and security were found to be significant predictors of attitude towards on-line shopping, but privacy was not. Further, intention to use on-line shopping was strongly influenced by attitude toward on-line shopping, normative beliefs, and self-efficacy.
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paper_title: Variety for sale: Mass customization or mass confusion?

paper_content:

Abstract Retailers who implement a high variety strategy need to ensure that customers are not confused with the complexity inherent in a wide assortment of options. Experimental evidence shows that when asking consumers to choose among items in a wide assortment, both the way the information is presented and the type of customer input to the information gathering process influence customer satisfaction. First, asking consumers to indicate their within-attribute preferences through an attribute-based information format, as opposed to an alternative-based format, increases satisfaction and learning. Second, consumers are likely to be more satisfied and perceive less complexity in the choice set when they are asked to explicitly indicate their preferences within each attribute, as compared to more effortful tasks or less effortful tasks.
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paper_title: A Tutorial of Ten User Experience Heuristics

paper_content:

This tutorial presents ten user experience heuristics for service and product designers and developers. The aim of the heuristics is to help designers to take user experience aspects into account when making design solutions. The heuristics are created based on the empirical user experience studies of mobile services. However, heuristics are general and can be used in any kind of service or product design and evaluation context (e.g. mobile services, web sites, applications). Using these heuristics, developers can find out negative and positive user experience issues that can be taken into account in further design iterations.
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paper_title: Explaining the user experience of recommender systems

paper_content:

Research on recommender systems typically focuses on the accuracy of prediction algorithms. Because accuracy only partially constitutes the user experience of a recommender system, this paper proposes a framework that takes a user-centric approach to recommender system evaluation. The framework links objective system aspects to objective user behavior through a series of perceptual and evaluative constructs (called subjective system aspects and experience, respectively). Furthermore, it incorporates the influence of personal and situational characteristics on the user experience. This paper reviews how current literature maps to the framework and identifies several gaps in existing work. Consequently, the framework is validated with four field trials and two controlled experiments and analyzed using Structural Equation Modeling. The results of these studies show that subjective system aspects and experience variables are invaluable in explaining why and how the user experience of recommender systems comes about. In all studies we observe that perceptions of recommendation quality and/or variety are important mediators in predicting the effects of objective system aspects on the three components of user experience: process (e.g. perceived effort, difficulty), system (e.g. perceived system effectiveness) and outcome (e.g. choice satisfaction). Furthermore, we find that these subjective aspects have strong and sometimes interesting behavioral correlates (e.g. reduced browsing indicates higher system effectiveness). They also show several tradeoffs between system aspects and personal and situational characteristics (e.g. the amount of preference feedback users provide is a tradeoff between perceived system usefulness and privacy concerns). These results, as well as the validated framework itself, provide a platform for future research on the user-centric evaluation of recommender systems.
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paper_title: Customer Experience Management: An Exploratory Study on the Parameters Affecting Customer Experience for Cellular Mobile Services of a Telecom Company

paper_content:

Abstract The cellular mobile industry in India is undergoing rapid changes as a result of globalization and liberalization. As a result of fast growth and severe competition, customer retention and managing high churn rate are the most important challenges faced by telecom companies today. Customer retention can be achieved by identifying maximum revenue generating customers and managing the customer experience for such profitable customers.
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paper_title: How to Profit From a Better ¿Virtual Customer Environment¿

paper_content:

Many companies have established technology-based platforms or virtual customer environments to partner with their customers in innovation and value creation. In pursuing such initiatives, most companies seem to focus primarily on customers? innovative contributions, paying limited attention to customers? interaction experiences in the VCE. But the VCE experience has broader and more profound implications ? particularly for customer relationship management. In this article, the authors offer a framework to help companies understand and evaluate customers? VCE experience profile. ::: ::: The authors describe five customer roles in innovation and value cocreation: product conceptualizer, product designer, product tester, product support specialist and product marketer. Each role has something to offer. However, depending on the customer innovation role, the nature of the customer interactions and the technologies used in the VCE will vary. The VCE customer experience is made up of four components: the pragmatic experience (its ability to provide information), the sociability experience (how it promotes group discussion), the usability experience (defined by the quality of the human-computer interactions) and the hedonic experience (relating to mental stimulation and entertainment). Drawing on examples from companies including Microsoft, SAP, Samsung, BMW, Volvo and Ducati, the authors suggest strategies and practices to enhance customer experiences in VCEs and ensure favorable outcomes in terms of both innovation management and customer relationship management. ::: ::: Designing and implementing the right system can help companies improve innovation and customer relationship management. Therefore, managers should view their VCE initiatives as an integral part of their overall innovation and customer strategies. ::: ::: What?s more, the costs of implementation can vary widely. Therefore, companies need to be careful about selecting and implementing a portfolio of strategies and practices that meets the needs of the types of customers they want to engage in value cocreation.
---
paper_title: Studying antecedents of emotional experiences in interactive contexts

paper_content:

This paper describes a research approach to the experimental study of emotional experiences and their connections to other components of user experience in human-technology interaction. We present a model of user experience that integrates interaction characteristics, instrumental and non-instrumental quality perceptions, emotional user reactions and overall judgments of system quality. An experiment is reported to illustrate the application of our approach. System properties of an interactive prototype were varied to produce versions of different usability and aesthetics which in turn led to different perceptions of instrumental and non-instrumental qualities. The results indicate that both quality aspects significantly influence emotional reactions with respect to subjective feelings, facial expressions and physiological responses. These findings are consistent with the users' overall judgments of the systems and show that the perception of both, instrumental and non-instrumental qualities influences the appraisal of interactive systems.
---
paper_title: User Acceptance of Computer Technology: A Comparison of Two Theoretical Models

paper_content:

Computer systems cannot improve organizational performance if they aren't used. Unfortunately, resistance to end-user systems by managers and professionals is a widespread problem. To better predict, explain, and increase user acceptance, we need to better understand why people accept or reject computers. This research addresses the ability to predict peoples' computer acceptance from a measure of their intentions, and the ability to explain their intentions in terms of their attitudes, subjective norms, perceived usefulness, perceived ease of use, and related variables. In a longitudinal study of 107 users, intentions to use a specific system, measured after a one-hour introduction to the system, were correlated 0.35 with system use 14 weeks later. The intention-usage correlation was 0.63 at the end of this time period. Perceived usefulness strongly influenced peoples' intentions, explaining more than half of the variance in intentions at the end of 14 weeks. Perceived ease of use had a small but significant effect on intentions as well, although this effect subsided over time. Attitudes only partially mediated the effects of these beliefs on intentions. Subjective norms had no effect on intentions. These results suggest the possibility of simple but powerful models of the determinants of user acceptance, with practical value for evaluating systems and guiding managerial interventions aimed at reducing the problem of underutilized computer technology.
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paper_title: Examination of online channel preference: using the structure-conduct-outcome framework

paper_content:

Electronic commerce and online shopping continue to grow as consumers' channel of choice for products and services. Yet, persistent issues of security, availability, and personalization inhibit its full potential. This paper examines the behavioral and economic aspects that contribute to online consumers' satisfaction and eventually lead to their preference of the online channel. Using a structure-conduct-outcome (SCO) framework, this study analyzes the economic aspects of consumer transaction through incurred costs and the social aspects through patterns of behavior.The results from the structural equation modeling analysis indicate that asset specificity and uncertainty structure variables of the electronic marketplace are associated with the conduct constructs such as time responsiveness, personalization, wehsite design and security and reliability of the online channel. Further, we find that time responsiveness, personalization, security, and reliability are also significantly related to the consumer satisfaction outcome with the channel. We do not find support for website design being related to online consumers' satisfaction. Finally, there is evidence that satisfaction derived from the above conduct variables is strongly related to the consumers' preference for the online channel.
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paper_title: Conceptualising user hedonic experience

paper_content:

For many years, the approach taken towards technology design focused on supporting the effective, efficient, and satisfying use of it. The way people use technology has shifted from merely using it to enjoying using it. This paper describes an early approach to understanding user experience in context of technologies (e.g. digital cameras, PDAs, and mobile phones), as well as in more general context such as physical activities e.g. exercising, orienteering, and walking, and in context of diaries. The focus of this paper is on hedonic user experience; that is pleasure, enjoyment, excitement, and fun in the context of technology. This study provides insights into factors contributing to and influencing such experiences and the relationships between them.
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paper_title: PERSPECTIVE : User toolkits for innovation

paper_content:

Manufacturers must accurately understand user needs in order to develop successful products–but the task is becoming steadily more difficult as user needs change more rapidly, and as firms increasingly seek to serve “markets of one.” User toolkits for innovation allow manufacturers to actually abandon their attempts to understand user needs in detail in favor of transferring need-related aspects of product and service development to users along with an appropriate toolkit. ::: ::: User toolkits for innovation are specific to given product or service type and to a specified production system. Within those general constraints, they give users real freedom to innovate, allowing them to develop their custom product via iterative trial-and-error. That is, users can create a preliminary design, simulate or prototype it, evaluate its functioning in their own use environment, and then iteratively improve it until satisfied. As the concept is evolving, toolkits guide the user to insure that the completed design can be produced on the intended production system without change. ::: ::: Pioneering applications in areas ranging from the development of custom integrated circuits to the development of custom foods show that user toolkits for innovation can be much more effective than traditional, manufacturer-based development methods.
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paper_title: Antecedents of perceived playfulness: an exploratory study on user acceptance of general information-searching websites

paper_content:

Understanding user acceptance of the Internet, in particular user acceptance of general information-searching sites, is important in assessing its effectiveness. Such sites provide users with various information options while navigating the Internet. A well-designed general information-searching site helps to ensure a positive user experience and therefore repeat usage. This study extended existing research into user acceptance of the Internet. It explored the antecedents of Playfulness. Results indicated that website characteristics play a dominant role in influencing a user's experience of Playfulness and that cognitive aspects and motivations for searching are also important. Implications are discussed.
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paper_title: Does Gamification Work? -- A Literature Review of Empirical Studies on Gamification

paper_content:

This paper reviews peer-reviewed empirical studies on gamification. We create a framework for examining the effects of gamification by drawing from the definitions of gamification and the discussion on motivational affordances. The literature review covers results, independent variables (examined motivational affordances), dependent variables (examined psychological/behavioral outcomes from gamification), the contexts of gamification, and types of studies performed on the gamified systems. The paper examines the state of current research on the topic and points out gaps in existing literature. The review indicates that gamification provides positive effects, however, the effects are greatly dependent on the context in which the gamification is being implemented, as well as on the users using it. The findings of the review provide insight for further studies as well as for the design of gamified systems.
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paper_title: Needs, affect, and interactive products - Facets of user experience

paper_content:

Subsumed under the umbrella of User Experience (UX), practitioners and academics of Human-Computer Interaction look for ways to broaden their understanding of what constitutes ''pleasurable experiences'' with technology. The present study considered the fulfilment of universal psychological needs, such as competence, relatedness, popularity, stimulation, meaning, security, or autonomy, to be the major source of positive experience with interactive technologies. To explore this, we collected over 500 positive experiences with interactive products (e.g., mobile phones, computers). As expected, we found a clear relationship between need fulfilment and positive affect, with stimulation, relatedness, competence and popularity being especially salient needs. Experiences could be further categorized by the primary need they fulfil, with apparent qualitative differences among some of the categories in terms of the emotions involved. Need fulfilment was clearly linked to hedonic quality perceptions, but not as strongly to pragmatic quality (i.e., perceived usability), which supports the notion of hedonic quality as ''motivator'' and pragmatic quality as ''hygiene factor.'' Whether hedonic quality ratings reflected need fulfilment depended on the belief that the product was responsible for the experience (i.e., attribution).
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paper_title: Co-creation in virtual worlds: the design of the user experience

paper_content:

Emerging virtual worlds, such as the prominent Second Life, offer unprecedented opportunities for companies to collaborate with co-creating users. However, pioneering corporate co-creation systems fail to attract a satisfying level of participation and engagement. The experience users have with the co-creation system is the key to making virtual places a vibrant source of great connections, creativity, and co-creation. While prior research on co-creation serves as a foundation for this work, it does not provide adequate guidance on how to design co-creation systems in virtual worlds. To address this shortcoming, a 20-month action research project was conducted to study the user's experience and to identify design principles for virtual co-creation systems. In two action research cycles, a virtual co-creation system called Ideation Quest was created, deployed, evaluated, and improved. The study reveals how to design co-creation systems and enriches research on co-creation to fit the virtual world context. Practitioners receive a helpful framework to leverage virtual worlds for co-creation.
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paper_title: Why Co‐Creation Experience Matters? Creative Experience and its Impact on the Quantity and Quality of Creative Contributions

paper_content:

This article introduces ‘virtual design competitions’ as a new means of opening up the innovation process and enriching the companies, ‘design‐ideas’ by utilizing the creativity of a multiplicity of external designers and enthused consumers all over the world. The ‘Swarovski Enlightened™ jewellery design competition’, explored in this study, demonstrates the enormous potential of virtual co‐creation platforms. It further highlights the importance of the co‐creation experience and its impact on the quantity and quality of designs submitted. First, we introduce the idea of virtual co‐creation platforms and the requirements on the design of such a platform. Second, we explore the impact of the co‐creation experience on the content contributed by participants. Our study shows that co‐creation experience significantly impacts the number of contributions by consumers as well as the quality of submitted designs. Our paper contributes to a better theoretic understanding of the impact of a participant's perceived autonomous, enjoyable, and competent experience, as well as participants' perceived sense of community on their experience. From a managerial perspective, it provides guidance in designing successful idea and design competitions. While innovation managers may be interested in creative contributions, for participants, it is the experience which matters. Fully featured community platforms rather than single idea submission websites are required to attract creative users to submit their ideas and designs.
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paper_title: Why Customers Value Self-Designed Products: The Importance of Process Effort and Enjoyment

paper_content:

This study analyzes which factors prompt customers to attribute value to products they design themselves using mass-customization (MC) toolkits. The assumption that self-design delivers superior customer value is fundamental to the concept of MC toolkits and can be found in almost any conceptual work in this field. However, spectacular failures reinforce the practical relevance of developing a deeper understanding of why and when MC toolkits generate value for customers—and when they do not. Research to date has assumed that the closer fit between the self-designed product’s characteristics and the preferences of the customer is the dominant source of value. In this research, it is asked whether the enjoyment and perceived effort of the self-design process have an additional impact on the perceived value of self-designed products. This question is interesting because one could argue that a rational actor would hardly be willing to pay ex post for an economic good already consumed. The hypotheses are tested on 186 participants designing their own scarves with an MC toolkit. After completing the process, they submitted binding bids for ‘‘their’’ products in Vickrey auctions. Therefore, real buying behavior, not merely stated intentions, is observed. The present study finds that the subjective value of a self-designed product (i.e., one’s bid in the course of the auction) is indeed impacted not only by the preference fit the customer expects it to deliver but also by (1) the process enjoyment the customer reports, (2) the interaction of preference fit and process enjoyment, and (3) the interaction of preference fit and perceived process effort. In addition to its main effect, preference fit can be interpreted as a moderator of the value-generating effect of process evaluation: in cases where the outcome of the process is perceived as positive (high preference fit), the customer also interprets process effort as a positive accomplishment, and this positive effect adds (further) value to the product. It appears that the perception of the self-design process as a good or bad experience is partly constructed on the basis of the outcome of the process. In the opposite case (low preference fit), effort creates a negative effect that further reduces the subjective value of the product. Likewise, process enjoyment is amplified by preference fit, although enjoyment also has a significant main effect, which means that regardless of the outcome, customers attribute higher value to a self-designed product if they enjoy the process. In a way, this effect resembles of the classic story of Tom Sawyer and the fence, in which Tom manages to ‘‘frame’’ the tedious chore of whitewashing a fence as a rare opportunity—thus persuading his friends to pay him for letting them work. Manufacturers designing an MC system therefore are advised to designing MC toolkits in a way that they elicit positive affective reactions that make their customers value their work.
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paper_title: Transforming homo economicus into homo ludens: A field experiment on gamification in a utilitarian peer-to-peer trading service

paper_content:

Abstract During recent years, the addition of game mechanisms to non-game services has gained a relatively large amount of attention. Popular discussion connects gamification to successful marketing and increased profitability through higher customer engagement, however, there is a dearth of empirical studies that confirm such expectations. This paper reports the results of a field experiment, which gamifies a utilitarian peer-to-peer trading service by implementing the game mechanism of badges that users can earn from a variety of tasks. There were 3234 users who were randomly assigned to treatment groups and subjected to different versions of the badge system in a 2 × 2 design. The results show that the mere implementation of gamification mechanisms does not automatically lead to significant increases in use activity in the studied utilitarian service, however, those users who actively monitored their own badges and those of others in the study showed increased user activity.
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paper_title: Product attributes and brand equity in the mobile domain: The mediating role of customer experience

paper_content:

Abstract There are studies showing that utilitarian (perceived ease of use and perceived usefulness) and hedonic (entertainment and aesthetics) attributes of products are two fundamental resources that ensure brand equity in the mobile domain. However, few studies examine the attributes of products and how and why such resources influence mobile brand equity. In this study, a survey was carried out on 262 mobile users in Taiwan to examine the mediating effects of customer experience on the relationship between product attributes on mobile brand equity. Our findings suggest that utilitarian and hedonic attributes of products affect mobile brand equity through customer experience. In other words, perceived ease of use, perceived usefulness, entertainment, and aesthetics may not be intrinsic value; their value on mobile brand equity is realized through customer experience. However, whereas the effect of perceived ease of use on mobile brand equity is partially mediated, perceived usefulness, entertainment, and aesthetics are fully mediated by customer experience. By showing the differential effects of product attributes on mobile brand equity, this study provides a more refined understanding of the interplay among product attributes, customer experience, and mobile brand equity. The results suggest that by overlooking the mediating role of customer experience, previous research may have provided an overly optimistic view of the value of product attributes in mobile brand equity.
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paper_title: Framework for Designing and Evaluating Game Achievements

paper_content:

This paper presents a framework for evaluating and designing game design patterns commonly called as “achievements”. The results are based on empirical studies of a variety of popular achievement systems. The results, along with the framework for analyzing and designing achievements, present two definitions of game achievements. From the perspective of the achievement system, an achievement appears as a challenge consisting of a signifying element, rewards and completion logics whose fulfilment conditions are defined through events in other systems (usually games). From the perspective of a single game, an achievement appears as an optional challenge provided by a meta-game that is independent of a single game session and yields possible
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paper_title: Understanding the most satisfying and unsatisfying user experiences: Emotions, psychological needs, and context

paper_content:

The aim of this research was to study the structure of the most satisfying and unsatisfying user experiences in terms of experienced emotions, psychological needs, and contextual factors. 45 university students wrote descriptions of their most satisfying and unsatisfying recent user experiences and analyzed those experiences using the Positive and Negative Affect Schedule (PANAS) method for experienced emotions, a questionnaire probing the salience of 10 psychological needs, and a self-made set of rating scales for analyzing context. The results suggested that it was possible to capture variations in user experiences in terms of experienced emotions, fulfillment of psychological needs, and context effectively by using psychometric rating scales. The results for emotional experiences showed significant differences in 16 out of 20 PANAS emotions between the most satisfying and unsatisfying experiences. The results for psychological needs indicated that feelings of autonomy and competence emerged as highly salient in the most satisfying experiences and missing in the unsatisfying experiences. High self-esteem was also notably salient in the most satisfying experiences. The qualitative results indicated that most of the participants' free-form qualitative descriptions, especially for the most unsatisfying user experiences, gave important information about the pragmatic aspects of the interaction, but often omitted information about hedonic and social aspects of user experience.
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paper_title: Studying antecedents of emotional experiences in interactive contexts

paper_content:

This paper describes a research approach to the experimental study of emotional experiences and their connections to other components of user experience in human-technology interaction. We present a model of user experience that integrates interaction characteristics, instrumental and non-instrumental quality perceptions, emotional user reactions and overall judgments of system quality. An experiment is reported to illustrate the application of our approach. System properties of an interactive prototype were varied to produce versions of different usability and aesthetics which in turn led to different perceptions of instrumental and non-instrumental qualities. The results indicate that both quality aspects significantly influence emotional reactions with respect to subjective feelings, facial expressions and physiological responses. These findings are consistent with the users' overall judgments of the systems and show that the perception of both, instrumental and non-instrumental qualities influences the appraisal of interactive systems.
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paper_title: How can usability contribute to user experience?: a study in the domain of e-commerce

paper_content:

Despite the accepted importance of User Experience (UX) as a concept related to and yet distinct from usability, there is still some ambiguity about the relationship between UX and usability. This paper aims to investigate the role of usability in contributing to a good UX in the rapidly-growing domain of e-commerce websites, where user experience is of paramount importance. We investigate this relationship by usability testing of participants' interactions with four telecommunication websites and by a questionnaire survey on the user experience of the sites, conducted with the same participants. The complex, context-specific, subtle and subjective nature of UX makes it difficult to measure and design for UX. The contribution of the study is to mention particular usability aspects that influence attributes of UX as an approach towards demystifying designing for UX. The paper should be of interest to designers, developers and researchers in the field of usability and UX.
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paper_title: The impacts of technological environments and co-creation experiences on customer participation

paper_content:

Social media offer unprecedented opportunities for companies to involve their customers in value co-creation through the use of social media sites. However, why customers participate in co-creation activities on these firm-initiated social media sites have received insufficient academic attention. Based on the stimulus-organism-response paradigm, this study develops a model to theorize how site characteristics improve customers' co-creation experiences and subsequently affect their intention to participate in co-creation in the future. The results indicate that future participation intention is determined by customer learning value, social integrative value, and hedonic value experiences, which are influenced by perceived task-relevant and affection-relevant cues.
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paper_title: Play and Intrinsic Rewards

paper_content:

An analysis of the reported experiences of people involved in various play-forms (i.e., rock-climbing, chess, dance, basketball, music composition) suggests that the qualities which make these activities enjoyable are the following: (a) a person is able to concentrate on a limited stimulus field, (b) in which he or she can use his or her skills to meet clear demands, (c) thereby forgetting his or her own problems, and (d) his or her own separate identity, (e) at the same time obtaining a feeling of control over the environment, (f) which may result in a transcendence of ego-boundaries and consequent psychic integration with metapersonal systems. A formal analysis is carried out to establish what are the characteristics that an activitiy must have to provide such intrinsically rewarding experiences. The implications of intrinsic rewards for the understanding of human motivation are briefly discussed.
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paper_title: 10 Heuristics for an Optimal User Experience

paper_content:

In this paper we present 10 heuristics for ensuring an optimal user experience, derived from a critical inspection of flow theory and applying it to the context of human-computer interaction. The heuristics are intended as guidelines for practitioners when designing and evaluating interactive products. We show how each heuristic derives from flow theory, provide design recommendations based on the heuristic, and give an example that illustrates it.
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paper_title: Beyond the Test of the Four Channel Model of Flow in the Context of Online Shopping

paper_content:

In this study we investigate the effects of user skill and task challenge on online shoppers’ experiences. We use a model suggested by flow theory in which shoppers are grouped into four categories (flow, anxiety, boredom, and apathy) based on their perceptions of task challenge and their skill in performing an online shopping task. Results show that anxious shoppers have lower perceptions of the dimensions of flow, believe online shopping Web sites are less useful, and believe they are less likely to use the system in the future compared to the other three groups of online shoppers. In addition to challenge and skill, having a clear goal and fast feedback also contribute to the flow experience.
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paper_title: Conceptualising user hedonic experience

paper_content:

For many years, the approach taken towards technology design focused on supporting the effective, efficient, and satisfying use of it. The way people use technology has shifted from merely using it to enjoying using it. This paper describes an early approach to understanding user experience in context of technologies (e.g. digital cameras, PDAs, and mobile phones), as well as in more general context such as physical activities e.g. exercising, orienteering, and walking, and in context of diaries. The focus of this paper is on hedonic user experience; that is pleasure, enjoyment, excitement, and fun in the context of technology. This study provides insights into factors contributing to and influencing such experiences and the relationships between them.
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paper_title: Thinking Inside the Box: Why Consumers Enjoy Constrained Creative Experiences

paper_content:

Abstract From cooking kits to home improvement shows, consumers are increasingly seeking out products that are designed to help them be creative. In this research, the authors examine why consumers participate in creative activities and under what conditions these experiences are the most enjoyable. A qualitative study explores the diverse motivations for undertaking creative tasks and identifies the role of constraints in such endeavors. Then, the authors conduct two experimental studies to understand the importance of constraints (e.g., instructional guidance, target outcomes) in facilitating a balance between perceived competence and autonomy for consumers involved in a creative task. When consumers engage in creative activities with a sense of both autonomy and competence, they enjoy the experience more. The authors discuss implications for managers and provide opportunities for further research.
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paper_title: Play and Intrinsic Rewards

paper_content:

An analysis of the reported experiences of people involved in various play-forms (i.e., rock-climbing, chess, dance, basketball, music composition) suggests that the qualities which make these activities enjoyable are the following: (a) a person is able to concentrate on a limited stimulus field, (b) in which he or she can use his or her skills to meet clear demands, (c) thereby forgetting his or her own problems, and (d) his or her own separate identity, (e) at the same time obtaining a feeling of control over the environment, (f) which may result in a transcendence of ego-boundaries and consequent psychic integration with metapersonal systems. A formal analysis is carried out to establish what are the characteristics that an activitiy must have to provide such intrinsically rewarding experiences. The implications of intrinsic rewards for the understanding of human motivation are briefly discussed.
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paper_title: Conceptualising user hedonic experience

paper_content:

For many years, the approach taken towards technology design focused on supporting the effective, efficient, and satisfying use of it. The way people use technology has shifted from merely using it to enjoying using it. This paper describes an early approach to understanding user experience in context of technologies (e.g. digital cameras, PDAs, and mobile phones), as well as in more general context such as physical activities e.g. exercising, orienteering, and walking, and in context of diaries. The focus of this paper is on hedonic user experience; that is pleasure, enjoyment, excitement, and fun in the context of technology. This study provides insights into factors contributing to and influencing such experiences and the relationships between them.
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paper_title: An empirical analysis of the antecedents of electronic commerce service continuance

paper_content:

Abstract This paper examines key drivers of consumers' intention to continue using business-to-consumer e-commerce services. Multiple theoretical perspectives are synthesized to hypothesize a model of continuance behavior, which is then empirically tested using a field survey of online brokerage (OLB) users. Salient results include: (1) consumers' continuance intention is determined by their satisfaction with initial service use, their perceived usefulness of service use, and the interaction between perceived usefulness and loyalty incentives for service use, and (2) satisfaction and perceived usefulness are both predicted by consumers' confirmation of expectations from initial service use. Implications of these findings for e-commerce firms contemplating customer relationship management (CRM) initiatives are discussed.
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paper_title: A Tutorial of Ten User Experience Heuristics

paper_content:

This tutorial presents ten user experience heuristics for service and product designers and developers. The aim of the heuristics is to help designers to take user experience aspects into account when making design solutions. The heuristics are created based on the empirical user experience studies of mobile services. However, heuristics are general and can be used in any kind of service or product design and evaluation context (e.g. mobile services, web sites, applications). Using these heuristics, developers can find out negative and positive user experience issues that can be taken into account in further design iterations.
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paper_title: Explaining the user experience of recommender systems

paper_content:

Research on recommender systems typically focuses on the accuracy of prediction algorithms. Because accuracy only partially constitutes the user experience of a recommender system, this paper proposes a framework that takes a user-centric approach to recommender system evaluation. The framework links objective system aspects to objective user behavior through a series of perceptual and evaluative constructs (called subjective system aspects and experience, respectively). Furthermore, it incorporates the influence of personal and situational characteristics on the user experience. This paper reviews how current literature maps to the framework and identifies several gaps in existing work. Consequently, the framework is validated with four field trials and two controlled experiments and analyzed using Structural Equation Modeling. The results of these studies show that subjective system aspects and experience variables are invaluable in explaining why and how the user experience of recommender systems comes about. In all studies we observe that perceptions of recommendation quality and/or variety are important mediators in predicting the effects of objective system aspects on the three components of user experience: process (e.g. perceived effort, difficulty), system (e.g. perceived system effectiveness) and outcome (e.g. choice satisfaction). Furthermore, we find that these subjective aspects have strong and sometimes interesting behavioral correlates (e.g. reduced browsing indicates higher system effectiveness). They also show several tradeoffs between system aspects and personal and situational characteristics (e.g. the amount of preference feedback users provide is a tradeoff between perceived system usefulness and privacy concerns). These results, as well as the validated framework itself, provide a platform for future research on the user-centric evaluation of recommender systems.
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paper_title: Designing for Positive User Experience in Product Design: A Qualitative Analysis of Toolkit Design Elements and Their Implications on Emotional Reactions and Perceptions

paper_content:

Companies increasingly equip their customers with toolkits for user innovation and design to address the challenges of growing customer demand for unique products and increasingly heterogeneous customer preferences. Yet, compared to buying a product off the shelf, customizing products through toolkits requires higher efforts, time, and expertise from customers. To outbalance increased efforts, toolkits need to be designed in a way that makes the product design task fun and engaging. Based on marketing, human-computer interaction, and information systems research, toolkits can be designed as hedonic or utilitarian toolkits. We use focus groups to qualitatively analyze "visualization" and "detailed information" as toolkit design elements to generate hedonic or utilitarian experience, and their implications on toolkit users' emotional responses and perceptions. Our findings show that visualization and detailed information both help in enhancing users' realistic product understanding. We found that particularly visualization stimulates creativity and enjoyment in product design.
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paper_title: An integrative framework capturing experiential and utilitarian shopping experience

paper_content:

Purpose – In line with changes in consumer demand, models used in empirical study of the shopping experience have expanded. Reflecting the integrative (experiential and utilitarian) nature of shopping experience, the paper aims to propose an overarching stimulus‐organism‐response based shopping experience framework.Design/methodology/approach – This conceptual paper offers a framework that integrates components of both the hedonic experience related consciousness‐emotion‐value model and the utilitarian experience‐related cognition‐affect‐behavior model. In this paper, articles crossing hedonic and utilitarian boundaries are briefly presented, and the array of variables used in empirical studies of shopping experience, with an emphasis on brick‐and‐mortar shopping experiences, are synthesized for each component of the framework.Findings – The resulting framework is an inclusive overarching structure that explains the consumer shopping experience. This framework is useful for both academia and industry. It ...
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paper_title: Customer Experience Creation: Determinants, Dynamics and Management Strategies

paper_content:

Retailers, such as Starbucks and Victoria's Secret, aim to provide customers a great experience across channels. In this paper we provide an overview of the existing literature on customer experience and expand on it to examine the creation of a customer experience from a holistic perspective. We propose a conceptual model, in which we discuss the determinants of customer experience. We explicitly take a dynamic view, in which we argue that prior customer experiences will influence future customer experiences. We discuss the importance of the social environment, self-service technologies and the store brand. Customer experience management is also approached from a strategic perspective by focusing on issues such as how and to what extent an experience-based business can create growth. In each of these areas, we identify and discuss important issues worthy of further research.
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paper_title: A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions

paper_content:

A model is proposed which expresses consumer satisfaction as a function of expectation and expectancy disconfirmation. Satisfaction, in turn, is believed to influence attitude change and purchase i...
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paper_title: On saliency, affect and focused attention

paper_content:

We study how the visual catchiness (saliency) of relevant information impacts user engagement metrics such as focused attention and emotion (affect). Participants completed tasks in one of two conditions, where the task-relevant information either appeared salient or non-salient. Our analysis provides insights into relationships between saliency, focused attention, and affect. Participants reported more distraction in the non-salient condition, and non-salient information was slower to find than salient. Lack-of-saliency led to a negative impact on affect, while saliency maintained positive affect, suggesting its helpfulness. Participants reported that it was easier to focus in the salient condition, although there was no significant improvement in the focused attention scale rating. Finally, this study suggests user interest in the topic is a good predictor of focused attention, which in turn is a good predictor of positive affect. These results suggest that enhancing saliency of user-interested topics seems a good strategy for boosting user engagement.
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paper_title: 10 Heuristics for an Optimal User Experience

paper_content:

In this paper we present 10 heuristics for ensuring an optimal user experience, derived from a critical inspection of flow theory and applying it to the context of human-computer interaction. The heuristics are intended as guidelines for practitioners when designing and evaluating interactive products. We show how each heuristic derives from flow theory, provide design recommendations based on the heuristic, and give an example that illustrates it.
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paper_title: Leveraging Crowdsourcing: Activation-Supporting Components for IT-Based Ideas Competition

paper_content:

Ideas competitions appear to be a promising tool for crowdsourcing and open innovation processes, especially for business-to-business software companies. Active participation of potential lead users is the key to success. Yet a look at existing ideas competitions in the software field leads to the conclusion that many information technology (IT)-based ideas competitions fail to meet requirements upon which active participation is established. The paper describes how activation-enabling functionalities can be systematically designed and implemented in an IT-based ideas competition for enterprise resource planning software. We proceeded to evaluate the outcomes of these design measures and found that participation can be supported using a two-step model. The components of the model support incentives and motives of users. Incentives and motives of the users then support the process of activation and consequently participation throughout the ideas competition. This contributes to the successful implementation and maintenance of the ideas competition, thereby providing support for the development of promising innovative ideas. The paper concludes with a discussion of further activation-supporting components yet to be implemented and points to rich possibilities for future research in these areas.
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paper_title: Variety for sale: Mass customization or mass confusion?

paper_content:

Abstract Retailers who implement a high variety strategy need to ensure that customers are not confused with the complexity inherent in a wide assortment of options. Experimental evidence shows that when asking consumers to choose among items in a wide assortment, both the way the information is presented and the type of customer input to the information gathering process influence customer satisfaction. First, asking consumers to indicate their within-attribute preferences through an attribute-based information format, as opposed to an alternative-based format, increases satisfaction and learning. Second, consumers are likely to be more satisfied and perceive less complexity in the choice set when they are asked to explicitly indicate their preferences within each attribute, as compared to more effortful tasks or less effortful tasks.
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paper_title: An integrative framework capturing experiential and utilitarian shopping experience

paper_content:

Purpose – In line with changes in consumer demand, models used in empirical study of the shopping experience have expanded. Reflecting the integrative (experiential and utilitarian) nature of shopping experience, the paper aims to propose an overarching stimulus‐organism‐response based shopping experience framework.Design/methodology/approach – This conceptual paper offers a framework that integrates components of both the hedonic experience related consciousness‐emotion‐value model and the utilitarian experience‐related cognition‐affect‐behavior model. In this paper, articles crossing hedonic and utilitarian boundaries are briefly presented, and the array of variables used in empirical studies of shopping experience, with an emphasis on brick‐and‐mortar shopping experiences, are synthesized for each component of the framework.Findings – The resulting framework is an inclusive overarching structure that explains the consumer shopping experience. This framework is useful for both academia and industry. It ...
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paper_title: How to Profit From a Better ¿Virtual Customer Environment¿

paper_content:

Many companies have established technology-based platforms or virtual customer environments to partner with their customers in innovation and value creation. In pursuing such initiatives, most companies seem to focus primarily on customers? innovative contributions, paying limited attention to customers? interaction experiences in the VCE. But the VCE experience has broader and more profound implications ? particularly for customer relationship management. In this article, the authors offer a framework to help companies understand and evaluate customers? VCE experience profile. ::: ::: The authors describe five customer roles in innovation and value cocreation: product conceptualizer, product designer, product tester, product support specialist and product marketer. Each role has something to offer. However, depending on the customer innovation role, the nature of the customer interactions and the technologies used in the VCE will vary. The VCE customer experience is made up of four components: the pragmatic experience (its ability to provide information), the sociability experience (how it promotes group discussion), the usability experience (defined by the quality of the human-computer interactions) and the hedonic experience (relating to mental stimulation and entertainment). Drawing on examples from companies including Microsoft, SAP, Samsung, BMW, Volvo and Ducati, the authors suggest strategies and practices to enhance customer experiences in VCEs and ensure favorable outcomes in terms of both innovation management and customer relationship management. ::: ::: Designing and implementing the right system can help companies improve innovation and customer relationship management. Therefore, managers should view their VCE initiatives as an integral part of their overall innovation and customer strategies. ::: ::: What?s more, the costs of implementation can vary widely. Therefore, companies need to be careful about selecting and implementing a portfolio of strategies and practices that meets the needs of the types of customers they want to engage in value cocreation.
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paper_title: Research on the effect of co-creation customer experience on customer co-created value in non-trading virtual community

paper_content:

The paper attempts to analyze the relationship between co-creation customer experience, customer co-created value and behavioral intention in non-trading virtual community. Customer co-created value defined by the help of literature research in non-trading virtual community. And Literature research and qualitative research of focus group interview were applied to determine the dimensions of customer co-created value, including pragmatic value and hedonic value. Empirical research of structural equation model was applied to analyze the relationship between co-creation customer experience, customer co-created value and behavioral intention. The results show that the two dimensions of co-creation customer experience, emotional experience and relationship experience all have significantly positive impact on pragmatic value and hedonic value; pragmatic value and hedonic value all have significantly positive impact on word-of-mouth and repeated use intention, and the impact of hedonic value is more significant. The conclusion of the paper can not only help researchers to study intensively about the theory of effect factors of customer co-created value, but also make community enterprises understand customers better and improve their online services.
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paper_title: Virtual Customer Environments: Testing a Model of Voluntary Participation in Value Co-creation Activities

paper_content:

An increasing number of firms are hosting virtual customer environments (VCEs) to involve their customers in product development and product support activities. While the benefits to companies from hosting such VCEs are clear, another closely related issue has received far less attention: Why do customers participate voluntarily in value cocreation (here, product support) activities in such virtual customer environments? This study seeks to answer this question by developing and testing a conceptual model that draws on the uses and gratifications approach to consider an integrated set of four benefits that customers gain from their interactions in VCEs. The research model also incorporates the interaction-based antecedents of these customer benefits. Drawing on concepts and insights from the areas of computer-mediated communication and brand communities, the key characteristics of customers' interactions in the VCE are identified and related to the aforementioned four types of benefits. The study hypotheses are tested using data collected from customer participants of the VCEs of two firms, Microsoft and IBM. The dependent variable, customers' actual participation in the VCE, is operationalized as a time-lagged variable, and the data for this are sourced from the Netscan database. Results offer strong support for the model and indicate that customers' participation in product support activities in a VCE is motivated not just by their “citizenship” or norm-related behavior but stems primarily from their beliefs concerning the benefits of engaging in such activities. Results also show the impact of key interaction characteristics of VCEs on such perceived benefits and imply the need for firms to carefully design their VCEs to enhance customers' perceptions regarding potential benefits. The research model and the findings hold important implications for research and practice in customer coinnovation and product development. The model provides the basis for identifying the appropriate set of VCE design features. Companies can test the efficacy of their VCE design features by focusing on how such features augment the four types of benefits discussed and thereby ensure continued customer participation. The study findings also hold broader implications for practice in the customer relationship management area, particularly with regard to the potential to combine customers' VCE interactions with appropriate offline product-related activities and to view the VCE as an integral element of the firm's overall customer relationship management initiative.
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paper_title: A Framework for Value Co-creation through Customization and Personalization in the Context of Machine Tool PSS

paper_content:

Abstract In this paper, a hybrid PSS business model is considered for discussing the framework for value co-creation through customization and personalization. The framework consists of a business model, an engagement model which leads to value creation through customization, and a detailed service execution plan which offers opportunities for value co-creation through co-design, co-production and co-delivery, leading to personalization. The conventional approaches for PSS design do not explicitly address the aspect of customization and personalization through co-creation activities. The expected benefits for the provider and other stakeholders will be in terms of knowledge co-creation and ensuring enhanced customer experience through personalization.
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paper_title: Managing customer experiences in online product communities

paper_content:

Many companies have established online product communities or forums as a vehicle to extend product support services to their customers. Customers' interactions in such online forums with peer customers and vendor representatives resolve their product-related queries as well as inform on their product purchase decisions. Despite the significance of such interactions, there has been limited theoretical attention so far on how companies can manage customer experiences in online product communities. Drawing on theories and concepts from diverse areas including computer-mediated communication, consumer psychology, and online communities, this study proposes a four dimensional construct - Online Community Experience (OCE) - to capture customer experiences in such online product communities, and examines its impact on customer attitudes regarding the product, the company, and the quality of service. Data collected from customers in online product forums offered by four companies is used to test the study hypotheses. Implications for research on online consumer behavior and marketing are discussed.
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paper_title: Product attributes and brand equity in the mobile domain: The mediating role of customer experience

paper_content:

Abstract There are studies showing that utilitarian (perceived ease of use and perceived usefulness) and hedonic (entertainment and aesthetics) attributes of products are two fundamental resources that ensure brand equity in the mobile domain. However, few studies examine the attributes of products and how and why such resources influence mobile brand equity. In this study, a survey was carried out on 262 mobile users in Taiwan to examine the mediating effects of customer experience on the relationship between product attributes on mobile brand equity. Our findings suggest that utilitarian and hedonic attributes of products affect mobile brand equity through customer experience. In other words, perceived ease of use, perceived usefulness, entertainment, and aesthetics may not be intrinsic value; their value on mobile brand equity is realized through customer experience. However, whereas the effect of perceived ease of use on mobile brand equity is partially mediated, perceived usefulness, entertainment, and aesthetics are fully mediated by customer experience. By showing the differential effects of product attributes on mobile brand equity, this study provides a more refined understanding of the interplay among product attributes, customer experience, and mobile brand equity. The results suggest that by overlooking the mediating role of customer experience, previous research may have provided an overly optimistic view of the value of product attributes in mobile brand equity.
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paper_title: The customer experience: a road‐map for improvement

paper_content:

Purpose – This paper aims to respond to the call to help organisations to systematically engineer their customer experiences. Its objective is to investigate how organisations actually go about designing and improving their customer experiences.Design/methodology/approach – A total of four organisations were chosen for this exploratory study; one business‐to‐business company, one business‐to‐consumer company, one utility, and one public sector organisation. This longitudinal study over a period of four years collected data from participant observation, discussions, internal reports and from secondary data.Findings – Despite the differences between the four organisations they appear to have taken, independently, the same approach to bring about improvements to their customer experiences. This paper proposes a ten‐stage “road‐map” to improvement which develops the existing models.Research limitations/implications – Main limitations were that the in‐depth, longitudinal study covered just four organisations a...
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paper_title: Are you providing the “right” customer experience? The case of Banca Popolare di Bari

paper_content:

Purpose – The purpose of this paper is to model customer experience (CE) as a “continuum”, labelled customer experience continuum (CEC). The paper adopts a CE quality construct and scale (EXQ) to determine the effect of CE on a bank's marketing outcomes. The paper discusses the study's theoretical and managerial implications, focusing on CE strategy design. Design/methodology/approach – The paper empirically test a scale to measure customer experience quality (EXQ) for a retail bank. The paper interviews customers using a means-end-chain approach and soft-laddering to explore their CE perceptions with the bank. The paper classifies their perceptions into the categories of “brand experience” (pre-purchase), “service experience” (during purchase), and “post-purchase experience”. After a confirmatory factor analysis, the paper conducts a survey on a representative customer sample. The paper analyses the survey results with a statistical model based on the partial least squares method. The paper tests three h...
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paper_title: Virtual product experience and customer participation—A chance for customer-centred, really new products

paper_content:

Abstract This paper demonstrates how customers can be virtually integrated into a company's innovation process. New interaction tools allow companies to gain valuable input from customers via the Internet. First, we explain why too closely listening to customers may turn out to be problematic for the development of real new products. The KANO model shows that it is difficult for customers to express their latent needs as well as those which are taken for granted. New virtual interaction tools and virtual product experiences help to overcome these problems and enable customers to transfer their explicit and implicit knowledge to innovation teams. How to apply virtual interaction tools and how to virtually integrate customers into the innovation process in practice is illustrated in detail in the AUDI case study. Our case study findings show that virtual customer integration provides valuable input for new product development. This paper introduces virtual customer integration as a new means of coming up with customer-centred, really new products.
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paper_title: Managing customer experiences in online product communities

paper_content:

Many companies have established online product communities or forums as a vehicle to extend product support services to their customers. Customers' interactions in such online forums with peer customers and vendor representatives resolve their product-related queries as well as inform on their product purchase decisions. Despite the significance of such interactions, there has been limited theoretical attention so far on how companies can manage customer experiences in online product communities. Drawing on theories and concepts from diverse areas including computer-mediated communication, consumer psychology, and online communities, this study proposes a four dimensional construct - Online Community Experience (OCE) - to capture customer experiences in such online product communities, and examines its impact on customer attitudes regarding the product, the company, and the quality of service. Data collected from customers in online product forums offered by four companies is used to test the study hypotheses. Implications for research on online consumer behavior and marketing are discussed.
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paper_title: How to Profit From a Better ¿Virtual Customer Environment¿

paper_content:

Many companies have established technology-based platforms or virtual customer environments to partner with their customers in innovation and value creation. In pursuing such initiatives, most companies seem to focus primarily on customers? innovative contributions, paying limited attention to customers? interaction experiences in the VCE. But the VCE experience has broader and more profound implications ? particularly for customer relationship management. In this article, the authors offer a framework to help companies understand and evaluate customers? VCE experience profile. ::: ::: The authors describe five customer roles in innovation and value cocreation: product conceptualizer, product designer, product tester, product support specialist and product marketer. Each role has something to offer. However, depending on the customer innovation role, the nature of the customer interactions and the technologies used in the VCE will vary. The VCE customer experience is made up of four components: the pragmatic experience (its ability to provide information), the sociability experience (how it promotes group discussion), the usability experience (defined by the quality of the human-computer interactions) and the hedonic experience (relating to mental stimulation and entertainment). Drawing on examples from companies including Microsoft, SAP, Samsung, BMW, Volvo and Ducati, the authors suggest strategies and practices to enhance customer experiences in VCEs and ensure favorable outcomes in terms of both innovation management and customer relationship management. ::: ::: Designing and implementing the right system can help companies improve innovation and customer relationship management. Therefore, managers should view their VCE initiatives as an integral part of their overall innovation and customer strategies. ::: ::: What?s more, the costs of implementation can vary widely. Therefore, companies need to be careful about selecting and implementing a portfolio of strategies and practices that meets the needs of the types of customers they want to engage in value cocreation.
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paper_title: Customer Experience Management

paper_content:

Customer Experience is a subjective measure of perceptions during a given servicing scenario. These perceptions are measured both with respect to service provider and also the customer. There always exists a gap with respect to expressing the perceptions and understanding the perceptions. Also, the perception can always vary over a period of time. The management aspiration is to minimize these gaps so that the overall customer experience is always positive. Accordingly, measuring perceptions turns critical in order to be able to manage customer experience. The challenges with respect to handling subjective measures and also the ever changing nature of perceptions make the task of managing customer experience vulnerable to several factors. The paper talks about an approach by which customer experience may be managed. It describes the interaction between customer and service provider as a journey with a series of touch points. Each of these touch points results in a certain customer experience, the sum of which will lead to overall customer experience. Accordingly, managing customer experience is, to be able to manage the interaction at each of the touch points.
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paper_title: The impacts of technological environments and co-creation experiences on customer participation

paper_content:

Social media offer unprecedented opportunities for companies to involve their customers in value co-creation through the use of social media sites. However, why customers participate in co-creation activities on these firm-initiated social media sites have received insufficient academic attention. Based on the stimulus-organism-response paradigm, this study develops a model to theorize how site characteristics improve customers' co-creation experiences and subsequently affect their intention to participate in co-creation in the future. The results indicate that future participation intention is determined by customer learning value, social integrative value, and hedonic value experiences, which are influenced by perceived task-relevant and affection-relevant cues.
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paper_title: The New Frontier of Experience Innovation

paper_content:

As competition intensifies and profit margins shrink, managers are under overwhelming pressure to create value. Traditional prescriptions such as cost reduction, reengineering and outsourcing, while critically important, cannot solve the problem. The need to innovate is greater than ever, but the focus of innovation must change, say the authors. Managers are discovering that neither value nor innovation can any longer be successfully and sustainably generated through a company-centric, product-and-service-focused prism. ::: ::: By synthesizing societal trends and early experimentation in companies such as General Motors, LEGO and Medtronic, the authors paint a picture of the "next practices" of innovation in which the locus of value creation will inevitably shift from products and services to "experience environments." The intent of experience innovation is not to improve a product or service, per se, but to enable the co-creation of an environment in which personalized, evolvable experiences are the goal, and products and services are a means to that end. Profitable company growth will then result from individual consumers co-creating their own unique value, supported by a network of companies and consumer communities. ::: ::: From that perspective, say the authors, managers must learn to view existing and emerging technologies not as enhancers of products, features and functions, but as facilitators of experiences. They offer examples of how technological capabilities such as miniaturization, networked communication and adaptive learning are fostering experience innovation at companies such as Sony, Apple, Microsoft and TiVo, illustrating their contention that technology will be the key facilitator of the nascent trend toward experience innovation.
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paper_title: Co-creation in virtual worlds: the design of the user experience

paper_content:

Emerging virtual worlds, such as the prominent Second Life, offer unprecedented opportunities for companies to collaborate with co-creating users. However, pioneering corporate co-creation systems fail to attract a satisfying level of participation and engagement. The experience users have with the co-creation system is the key to making virtual places a vibrant source of great connections, creativity, and co-creation. While prior research on co-creation serves as a foundation for this work, it does not provide adequate guidance on how to design co-creation systems in virtual worlds. To address this shortcoming, a 20-month action research project was conducted to study the user's experience and to identify design principles for virtual co-creation systems. In two action research cycles, a virtual co-creation system called Ideation Quest was created, deployed, evaluated, and improved. The study reveals how to design co-creation systems and enriches research on co-creation to fit the virtual world context. Practitioners receive a helpful framework to leverage virtual worlds for co-creation.
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paper_title: How to Profit From a Better ¿Virtual Customer Environment¿

paper_content:

Many companies have established technology-based platforms or virtual customer environments to partner with their customers in innovation and value creation. In pursuing such initiatives, most companies seem to focus primarily on customers? innovative contributions, paying limited attention to customers? interaction experiences in the VCE. But the VCE experience has broader and more profound implications ? particularly for customer relationship management. In this article, the authors offer a framework to help companies understand and evaluate customers? VCE experience profile. ::: ::: The authors describe five customer roles in innovation and value cocreation: product conceptualizer, product designer, product tester, product support specialist and product marketer. Each role has something to offer. However, depending on the customer innovation role, the nature of the customer interactions and the technologies used in the VCE will vary. The VCE customer experience is made up of four components: the pragmatic experience (its ability to provide information), the sociability experience (how it promotes group discussion), the usability experience (defined by the quality of the human-computer interactions) and the hedonic experience (relating to mental stimulation and entertainment). Drawing on examples from companies including Microsoft, SAP, Samsung, BMW, Volvo and Ducati, the authors suggest strategies and practices to enhance customer experiences in VCEs and ensure favorable outcomes in terms of both innovation management and customer relationship management. ::: ::: Designing and implementing the right system can help companies improve innovation and customer relationship management. Therefore, managers should view their VCE initiatives as an integral part of their overall innovation and customer strategies. ::: ::: What?s more, the costs of implementation can vary widely. Therefore, companies need to be careful about selecting and implementing a portfolio of strategies and practices that meets the needs of the types of customers they want to engage in value cocreation.
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paper_title: Value Creation by Toolkits for User Innovation and Design: The Case of the Watch Market

paper_content:

This study analyzes the value created by so-called ‘‘toolkits for user innovation and design,’’ a new method of integrating customers into new product development and design. Toolkits allow customers to create their own product, which in turn is produced by the manufacturer. In the present study, questions asked were (1) if customers actually make use of the solution space offered by toolkits, and, if so, (2) how much value the self-design actually creates. In this study, a relatively simple, design-focused toolkit was used for a set of four experiments with a total of 717 participants, 267 of whom actually created their own watches. The heterogeneity of the resulting design solutions was calculated using the entropy concept, and willingness to pay (WTP) was measured by the contingent valuation method and Vickrey auctions. Entropy coefficients showed that self-designed watches vary quite widely. On the other hand, significant patterns still are visible despite this high level of entropy, meaning that customer preferences are highly heterogeneous and diverse in style but not completely random. It also was found that consumers are willing to pay a considerable price premium. Their WTP for a self-designed watch exceeds the WTP for standard watches by far, even for the best-selling standard watches of the same technical quality. On average, a 100% value increment was found for watches designed by users with the help of the toolkit. Taken together, these findings suggest that the toolkit’s ability to allow customers to customize products to suit their individual preferences creates value for them in a business-to-consumer (B2C) setting even when only a simple toolkit is employed. Alternative explanations, implications, and necessary future research are discussed.
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paper_title: Why Customers Value Self-Designed Products: The Importance of Process Effort and Enjoyment

paper_content:

This study analyzes which factors prompt customers to attribute value to products they design themselves using mass-customization (MC) toolkits. The assumption that self-design delivers superior customer value is fundamental to the concept of MC toolkits and can be found in almost any conceptual work in this field. However, spectacular failures reinforce the practical relevance of developing a deeper understanding of why and when MC toolkits generate value for customers—and when they do not. Research to date has assumed that the closer fit between the self-designed product’s characteristics and the preferences of the customer is the dominant source of value. In this research, it is asked whether the enjoyment and perceived effort of the self-design process have an additional impact on the perceived value of self-designed products. This question is interesting because one could argue that a rational actor would hardly be willing to pay ex post for an economic good already consumed. The hypotheses are tested on 186 participants designing their own scarves with an MC toolkit. After completing the process, they submitted binding bids for ‘‘their’’ products in Vickrey auctions. Therefore, real buying behavior, not merely stated intentions, is observed. The present study finds that the subjective value of a self-designed product (i.e., one’s bid in the course of the auction) is indeed impacted not only by the preference fit the customer expects it to deliver but also by (1) the process enjoyment the customer reports, (2) the interaction of preference fit and process enjoyment, and (3) the interaction of preference fit and perceived process effort. In addition to its main effect, preference fit can be interpreted as a moderator of the value-generating effect of process evaluation: in cases where the outcome of the process is perceived as positive (high preference fit), the customer also interprets process effort as a positive accomplishment, and this positive effect adds (further) value to the product. It appears that the perception of the self-design process as a good or bad experience is partly constructed on the basis of the outcome of the process. In the opposite case (low preference fit), effort creates a negative effect that further reduces the subjective value of the product. Likewise, process enjoyment is amplified by preference fit, although enjoyment also has a significant main effect, which means that regardless of the outcome, customers attribute higher value to a self-designed product if they enjoy the process. In a way, this effect resembles of the classic story of Tom Sawyer and the fence, in which Tom manages to ‘‘frame’’ the tedious chore of whitewashing a fence as a rare opportunity—thus persuading his friends to pay him for letting them work. Manufacturers designing an MC system therefore are advised to designing MC toolkits in a way that they elicit positive affective reactions that make their customers value their work.
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paper_title: Understanding the most satisfying and unsatisfying user experiences: Emotions, psychological needs, and context

paper_content:

The aim of this research was to study the structure of the most satisfying and unsatisfying user experiences in terms of experienced emotions, psychological needs, and contextual factors. 45 university students wrote descriptions of their most satisfying and unsatisfying recent user experiences and analyzed those experiences using the Positive and Negative Affect Schedule (PANAS) method for experienced emotions, a questionnaire probing the salience of 10 psychological needs, and a self-made set of rating scales for analyzing context. The results suggested that it was possible to capture variations in user experiences in terms of experienced emotions, fulfillment of psychological needs, and context effectively by using psychometric rating scales. The results for emotional experiences showed significant differences in 16 out of 20 PANAS emotions between the most satisfying and unsatisfying experiences. The results for psychological needs indicated that feelings of autonomy and competence emerged as highly salient in the most satisfying experiences and missing in the unsatisfying experiences. High self-esteem was also notably salient in the most satisfying experiences. The qualitative results indicated that most of the participants' free-form qualitative descriptions, especially for the most unsatisfying user experiences, gave important information about the pragmatic aspects of the interaction, but often omitted information about hedonic and social aspects of user experience.
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paper_title: How to Profit From a Better ¿Virtual Customer Environment¿

paper_content:

Many companies have established technology-based platforms or virtual customer environments to partner with their customers in innovation and value creation. In pursuing such initiatives, most companies seem to focus primarily on customers? innovative contributions, paying limited attention to customers? interaction experiences in the VCE. But the VCE experience has broader and more profound implications ? particularly for customer relationship management. In this article, the authors offer a framework to help companies understand and evaluate customers? VCE experience profile. ::: ::: The authors describe five customer roles in innovation and value cocreation: product conceptualizer, product designer, product tester, product support specialist and product marketer. Each role has something to offer. However, depending on the customer innovation role, the nature of the customer interactions and the technologies used in the VCE will vary. The VCE customer experience is made up of four components: the pragmatic experience (its ability to provide information), the sociability experience (how it promotes group discussion), the usability experience (defined by the quality of the human-computer interactions) and the hedonic experience (relating to mental stimulation and entertainment). Drawing on examples from companies including Microsoft, SAP, Samsung, BMW, Volvo and Ducati, the authors suggest strategies and practices to enhance customer experiences in VCEs and ensure favorable outcomes in terms of both innovation management and customer relationship management. ::: ::: Designing and implementing the right system can help companies improve innovation and customer relationship management. Therefore, managers should view their VCE initiatives as an integral part of their overall innovation and customer strategies. ::: ::: What?s more, the costs of implementation can vary widely. Therefore, companies need to be careful about selecting and implementing a portfolio of strategies and practices that meets the needs of the types of customers they want to engage in value cocreation.
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paper_title: How to Profit From a Better ¿Virtual Customer Environment¿

paper_content:

Many companies have established technology-based platforms or virtual customer environments to partner with their customers in innovation and value creation. In pursuing such initiatives, most companies seem to focus primarily on customers? innovative contributions, paying limited attention to customers? interaction experiences in the VCE. But the VCE experience has broader and more profound implications ? particularly for customer relationship management. In this article, the authors offer a framework to help companies understand and evaluate customers? VCE experience profile. ::: ::: The authors describe five customer roles in innovation and value cocreation: product conceptualizer, product designer, product tester, product support specialist and product marketer. Each role has something to offer. However, depending on the customer innovation role, the nature of the customer interactions and the technologies used in the VCE will vary. The VCE customer experience is made up of four components: the pragmatic experience (its ability to provide information), the sociability experience (how it promotes group discussion), the usability experience (defined by the quality of the human-computer interactions) and the hedonic experience (relating to mental stimulation and entertainment). Drawing on examples from companies including Microsoft, SAP, Samsung, BMW, Volvo and Ducati, the authors suggest strategies and practices to enhance customer experiences in VCEs and ensure favorable outcomes in terms of both innovation management and customer relationship management. ::: ::: Designing and implementing the right system can help companies improve innovation and customer relationship management. Therefore, managers should view their VCE initiatives as an integral part of their overall innovation and customer strategies. ::: ::: What?s more, the costs of implementation can vary widely. Therefore, companies need to be careful about selecting and implementing a portfolio of strategies and practices that meets the needs of the types of customers they want to engage in value cocreation.
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paper_title: Avatar-Based Innovation: Consequences of the Virtual Co-Creation Experience

paper_content:

Virtual worlds, such as the prominent Second Life (SL), offer unprecedented opportunities for companies to tap the innovative potential of consumers and consumer communities. Despite the potential, the studied corporate open innovation initiatives fail to attract sustained engagement among co-creating participants. The underdeveloped state of these islands in terms of innovation tasks and the lack of knowledge about how to attract innovative avatars raise key concerns about the nature of the experience avatars have on corporate sites. In a quantitative study we examine the importance of the experience in encouraging active participation in the innovation tasks. When participants experience an inspiring, intrinsically motivating, involving and fun co-creation experience, they participate more intensely. Prior research on virtual new product development is extended to the virtual world context and insights of the virtual co-creation experience serve as guidelines for the conception of avatar-based innovation initiatives.
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paper_title: An integrative framework capturing experiential and utilitarian shopping experience

paper_content:

Purpose – In line with changes in consumer demand, models used in empirical study of the shopping experience have expanded. Reflecting the integrative (experiential and utilitarian) nature of shopping experience, the paper aims to propose an overarching stimulus‐organism‐response based shopping experience framework.Design/methodology/approach – This conceptual paper offers a framework that integrates components of both the hedonic experience related consciousness‐emotion‐value model and the utilitarian experience‐related cognition‐affect‐behavior model. In this paper, articles crossing hedonic and utilitarian boundaries are briefly presented, and the array of variables used in empirical studies of shopping experience, with an emphasis on brick‐and‐mortar shopping experiences, are synthesized for each component of the framework.Findings – The resulting framework is an inclusive overarching structure that explains the consumer shopping experience. This framework is useful for both academia and industry. It ...
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paper_title: Organizational Behavior 1: Essential Theories of Motivation and Leadership

paper_content:

Essential Theories of Motivation and Leadership is the third in a series of books dealing with microlevel organizational behavior theories, spread unevenly over a twenty-five-year period. The predecessors were Theories of Organizational Behavior (1980), and Organizational Behavior: Foundations, Theories, and Analyses (2002). ::: All of these books presuppose some prior work in such fields as organizational behavior, management, and the like. Given an introduction of this kind, readers should find little in this book that overlaps with their prior learning. The reason for this is that basic courses typically take a content- or problem-centered approach. In contrast, this book takes a different tack, focusing on ::: the best theories in the field of micro-organizational behavior and the contributions these theories have made to understanding organizations. Dealing with these theories and the research on them requires not only some basic study in the area, but also an introduction to statistics. With this kind of preparation, readers should have no difficulty comprehending the material presented here, even though some of the theories are by their nature quite demanding.
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paper_title: One More Time: How Do You Motivate Employees?

paper_content:

It's a manager's perennial question: 'How do I get an employee to do what I want?' The psychology of motivation is very complex, but the surest way of getting someone to do something is to deliver a kick in the pants - put bluntly, the KITA. Companies usually resort to positive KITAs, ranging from fringe benefits to employee counseling. But although a KITA might produce some change in behavior, it doesn't motivate. Frederick Herzberg, whose work influenced a generation of scholars and managers, likens motivation to an internal generator. An employee with an internal generator, he argues, needs no KITA. Achievement, recognition for achievement, the work itself, responsibility, and growth or advancement motivate people.
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paper_title: Conceptualising user hedonic experience

paper_content:

For many years, the approach taken towards technology design focused on supporting the effective, efficient, and satisfying use of it. The way people use technology has shifted from merely using it to enjoying using it. This paper describes an early approach to understanding user experience in context of technologies (e.g. digital cameras, PDAs, and mobile phones), as well as in more general context such as physical activities e.g. exercising, orienteering, and walking, and in context of diaries. The focus of this paper is on hedonic user experience; that is pleasure, enjoyment, excitement, and fun in the context of technology. This study provides insights into factors contributing to and influencing such experiences and the relationships between them.
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paper_title: Needs, affect, and interactive products - Facets of user experience

paper_content:

Subsumed under the umbrella of User Experience (UX), practitioners and academics of Human-Computer Interaction look for ways to broaden their understanding of what constitutes ''pleasurable experiences'' with technology. The present study considered the fulfilment of universal psychological needs, such as competence, relatedness, popularity, stimulation, meaning, security, or autonomy, to be the major source of positive experience with interactive technologies. To explore this, we collected over 500 positive experiences with interactive products (e.g., mobile phones, computers). As expected, we found a clear relationship between need fulfilment and positive affect, with stimulation, relatedness, competence and popularity being especially salient needs. Experiences could be further categorized by the primary need they fulfil, with apparent qualitative differences among some of the categories in terms of the emotions involved. Need fulfilment was clearly linked to hedonic quality perceptions, but not as strongly to pragmatic quality (i.e., perceived usability), which supports the notion of hedonic quality as ''motivator'' and pragmatic quality as ''hygiene factor.'' Whether hedonic quality ratings reflected need fulfilment depended on the belief that the product was responsible for the experience (i.e., attribution).
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paper_title: A Tutorial of Ten User Experience Heuristics

paper_content:

This tutorial presents ten user experience heuristics for service and product designers and developers. The aim of the heuristics is to help designers to take user experience aspects into account when making design solutions. The heuristics are created based on the empirical user experience studies of mobile services. However, heuristics are general and can be used in any kind of service or product design and evaluation context (e.g. mobile services, web sites, applications). Using these heuristics, developers can find out negative and positive user experience issues that can be taken into account in further design iterations.
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paper_title: Explaining the user experience of recommender systems

paper_content:

Research on recommender systems typically focuses on the accuracy of prediction algorithms. Because accuracy only partially constitutes the user experience of a recommender system, this paper proposes a framework that takes a user-centric approach to recommender system evaluation. The framework links objective system aspects to objective user behavior through a series of perceptual and evaluative constructs (called subjective system aspects and experience, respectively). Furthermore, it incorporates the influence of personal and situational characteristics on the user experience. This paper reviews how current literature maps to the framework and identifies several gaps in existing work. Consequently, the framework is validated with four field trials and two controlled experiments and analyzed using Structural Equation Modeling. The results of these studies show that subjective system aspects and experience variables are invaluable in explaining why and how the user experience of recommender systems comes about. In all studies we observe that perceptions of recommendation quality and/or variety are important mediators in predicting the effects of objective system aspects on the three components of user experience: process (e.g. perceived effort, difficulty), system (e.g. perceived system effectiveness) and outcome (e.g. choice satisfaction). Furthermore, we find that these subjective aspects have strong and sometimes interesting behavioral correlates (e.g. reduced browsing indicates higher system effectiveness). They also show several tradeoffs between system aspects and personal and situational characteristics (e.g. the amount of preference feedback users provide is a tradeoff between perceived system usefulness and privacy concerns). These results, as well as the validated framework itself, provide a platform for future research on the user-centric evaluation of recommender systems.
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paper_title: The online consumer's hierarchy of needs

paper_content:

A filter media is provided which comprises an amount of particulate immobilized in a substantially inert porous matrix. A least a portion of the particulate surface has thereon a divalent metal peroxide. The metal peroxide is magnesium peroxide or calcium peroxide, preferably magnesium peroxide. The filter media is preferably used for oxidizing and removing soluble iron and manganese from an aqueous fluid. The filter may also be used for removing and inactivating microorganisms from fluids, e.g. aqueous fluids. Particulate filter aid having coated or adsorbed on the surface the aforementioned metal peroxide may be used as the particulate in the filter media, as well as the metal peroxide in particulate form.
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paper_title: WEB-BASED CUSTOMER INTEGRATION FOR PRODUCT DESIGN: THE ROLE OF HEDONIC VS UTILITARIAN CUSTOMER EXPERIENCE

paper_content:

Integrating customers into the innovation process is gaining popularity among companies as means of addressing competitive and market pressures. At the same time, companies are faced with the challenge of selecting appropriate customer integration methods to sustain customers? engagement and elicit contributions that are useful. We draw from previous research in consumer behaviour to identify customer experience as an important determinant of customers? overall participation in the design phase of the innovation process. Based on the compatibility principle, we propose a research model which examines the effect of a match between the type of product that customers are required to design, and the nature of customer experience (hedonic vs. utilitarian) they are provided with on their overall engagement with the customer integration process. A brief outline of the experimental study in which the proposed research model will be subsequently tested is presented. The aim of this research is to select and design appropriate web-based customer integration methods depending on the task that customers have to perform.
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paper_title: Open Strategy: Consolidated Definition and Processual Conceptualization

paper_content:

Open approaches to operational work in organizations (e.g., crowdsourcing and open source development) have been of particular interest to information systems (IS) researchers. Recently, organizations, including IBM, Red Hat and Wikimedia Foundation, have also embraced openness principles for strategic work (e.g., planning, forming and implementing strategy). Little is known about such “open strategy” and, within it, the (critical) role of information technology (IT). Definitions and conceptualizations of open strategy in the literature are vague and inconsistent. In the study reported in this paper, we have reviewed the emerging literature on open strategy. By analysing the characteristics most commonly attributed to open strategy, we propose a consolidated definition of open strategy. Furthermore, we develop an open strategy process model and use it to re-analyse four open strategy case studies. This analysis contributes to our conceptual understanding of open strategy and of what is required for open strategy to work in practice.
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paper_title: Conceptualising user hedonic experience

paper_content:

For many years, the approach taken towards technology design focused on supporting the effective, efficient, and satisfying use of it. The way people use technology has shifted from merely using it to enjoying using it. This paper describes an early approach to understanding user experience in context of technologies (e.g. digital cameras, PDAs, and mobile phones), as well as in more general context such as physical activities e.g. exercising, orienteering, and walking, and in context of diaries. The focus of this paper is on hedonic user experience; that is pleasure, enjoyment, excitement, and fun in the context of technology. This study provides insights into factors contributing to and influencing such experiences and the relationships between them.
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paper_title: Thinking Inside the Box: Why Consumers Enjoy Constrained Creative Experiences

paper_content:

Abstract From cooking kits to home improvement shows, consumers are increasingly seeking out products that are designed to help them be creative. In this research, the authors examine why consumers participate in creative activities and under what conditions these experiences are the most enjoyable. A qualitative study explores the diverse motivations for undertaking creative tasks and identifies the role of constraints in such endeavors. Then, the authors conduct two experimental studies to understand the importance of constraints (e.g., instructional guidance, target outcomes) in facilitating a balance between perceived competence and autonomy for consumers involved in a creative task. When consumers engage in creative activities with a sense of both autonomy and competence, they enjoy the experience more. The authors discuss implications for managers and provide opportunities for further research.
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paper_title: Understanding the most satisfying and unsatisfying user experiences: Emotions, psychological needs, and context

paper_content:

The aim of this research was to study the structure of the most satisfying and unsatisfying user experiences in terms of experienced emotions, psychological needs, and contextual factors. 45 university students wrote descriptions of their most satisfying and unsatisfying recent user experiences and analyzed those experiences using the Positive and Negative Affect Schedule (PANAS) method for experienced emotions, a questionnaire probing the salience of 10 psychological needs, and a self-made set of rating scales for analyzing context. The results suggested that it was possible to capture variations in user experiences in terms of experienced emotions, fulfillment of psychological needs, and context effectively by using psychometric rating scales. The results for emotional experiences showed significant differences in 16 out of 20 PANAS emotions between the most satisfying and unsatisfying experiences. The results for psychological needs indicated that feelings of autonomy and competence emerged as highly salient in the most satisfying experiences and missing in the unsatisfying experiences. High self-esteem was also notably salient in the most satisfying experiences. The qualitative results indicated that most of the participants' free-form qualitative descriptions, especially for the most unsatisfying user experiences, gave important information about the pragmatic aspects of the interaction, but often omitted information about hedonic and social aspects of user experience.
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paper_title: Play and Intrinsic Rewards

paper_content:

An analysis of the reported experiences of people involved in various play-forms (i.e., rock-climbing, chess, dance, basketball, music composition) suggests that the qualities which make these activities enjoyable are the following: (a) a person is able to concentrate on a limited stimulus field, (b) in which he or she can use his or her skills to meet clear demands, (c) thereby forgetting his or her own problems, and (d) his or her own separate identity, (e) at the same time obtaining a feeling of control over the environment, (f) which may result in a transcendence of ego-boundaries and consequent psychic integration with metapersonal systems. A formal analysis is carried out to establish what are the characteristics that an activitiy must have to provide such intrinsically rewarding experiences. The implications of intrinsic rewards for the understanding of human motivation are briefly discussed.
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paper_title: LITERATURE REVIEW TO DETERMINE ENVIRONMENTAL AND COGNITIVE FACTORS UNDERLYING USER VALUE COCREATION BEHAVIOUR

paper_content:

This study proposes a model for co-creation behaviour in online social networks, grounded in Service-Dominant (S-D) Logic and informed by the Stimulus-Organism-Response (S-O-R) model. Current attempts to conceptualise factors for characterising the customer value co-creation behaviour fall short in that they have not adequately explored the environmental and cognitive factors towards an effective co-creation behaviour in actor-to-actor (A2A) service ecosystems. This research identifies critical factors related to value co-creation behaviour on co-created services delivered through service-oriented social networks (SOSNs). The study reviews the extant co-creation-related articles published from 2002 to 2015, with a focus on important environmental and cognitive factors in the S-D logic. A conceptual model is presented that comprises of environmental factors (Network Structure, Service Platform Capabilities, Roles and Social Influence), customer value perception (cognitive, social and personal integrative and hedonic values) and value co-creation behaviour (Participation and Citizenship Behaviour). The model provides a scale for validation of co-creation behaviour based on the identified behavioural and cognitive characteristics. It might be used as a tool for the development of the future business models and the design of future architectures of participation on different utility platforms helping practitioners to develop a better understanding of customer behaviour on SOSNs.
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paper_title: Understanding customer experiences in online blog environments

paper_content:

Abstract Blogs have recently become an influential medium and have demonstrated enormous marketing power. Consumers can freely conduct ongoing information searches through this new channel. However, the credibility of blogs plays an important role in creating opportunities for positive customer experiences that can shape consumers’ product/service purchase intentions and decisions. In light of this observation, this study proposes a theoretical framework that delineates the relationship among information credibility, customer experiences, and purchase intention in the blog environment. Data collected from 468 subjects in specific corporate blogs provide support for the proposed model using partial least squares (PLS). The results indicate that information credibility is critical for facilitating customer experiences, which, in turn, is necessary to enhance purchase intention. Additionally, greater involvement with blog significantly increases the effect of customer experiences on purchase intention. The detailed theoretical and managerial implications are presented.
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paper_title: Managing customer experiences in online product communities

paper_content:

Many companies have established online product communities or forums as a vehicle to extend product support services to their customers. Customers' interactions in such online forums with peer customers and vendor representatives resolve their product-related queries as well as inform on their product purchase decisions. Despite the significance of such interactions, there has been limited theoretical attention so far on how companies can manage customer experiences in online product communities. Drawing on theories and concepts from diverse areas including computer-mediated communication, consumer psychology, and online communities, this study proposes a four dimensional construct - Online Community Experience (OCE) - to capture customer experiences in such online product communities, and examines its impact on customer attitudes regarding the product, the company, and the quality of service. Data collected from customers in online product forums offered by four companies is used to test the study hypotheses. Implications for research on online consumer behavior and marketing are discussed.
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paper_title: Co-creation in virtual worlds: the design of the user experience

paper_content:

Emerging virtual worlds, such as the prominent Second Life, offer unprecedented opportunities for companies to collaborate with co-creating users. However, pioneering corporate co-creation systems fail to attract a satisfying level of participation and engagement. The experience users have with the co-creation system is the key to making virtual places a vibrant source of great connections, creativity, and co-creation. While prior research on co-creation serves as a foundation for this work, it does not provide adequate guidance on how to design co-creation systems in virtual worlds. To address this shortcoming, a 20-month action research project was conducted to study the user's experience and to identify design principles for virtual co-creation systems. In two action research cycles, a virtual co-creation system called Ideation Quest was created, deployed, evaluated, and improved. The study reveals how to design co-creation systems and enriches research on co-creation to fit the virtual world context. Practitioners receive a helpful framework to leverage virtual worlds for co-creation.
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paper_title: Predicting users' return to virtual worlds: a social perspective

paper_content:

Virtual worlds or three-dimensional computer-based simulated environments have received considerable attention as platforms for entertainment, education and commerce. In contrast to a web site, for example, where a user interacts with a two-dimensional site, virtual worlds provide a platform in which users can interact with other individuals, sometimes including strangers, within three-dimensional environments. Virtual worlds afford a form of ‘socialness’ unlike many other technologies, often motivating a user – by virtue of these social experiences – to return. Drawing on the Spatial Model of Interaction and Awareness-Attention Theory, we demonstrate that besides social aspects, which include social awareness and social perception, flow experience, which is the mental state of being fully absorbed and somewhat lost in time, is an essential ingredient in an individual's decision to return to a virtual world. We also demonstrate how characteristics of the technology are linked to the social aspects experienced in virtual worlds. A laboratory study conducted in a virtual world, Second Life, supports our assertions and identifies state predictors of flow that influence individuals' intentions to return to the virtual world environment. © 2013 Wiley Periodicals, Inc.
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paper_title: Online consumer retention: contingent effects of online shopping habit and online shopping experience

paper_content:

In this study, we further develop the information systems continuance model in the context of online shopping, using a contingency theory that accounts for the roles of online shopping habit and online shopping experience. Specifically, we argue and empirically demonstrate that although conceptually distinct, online shopping habit and online shopping experience have similar effects on repurchase intention. They both have positive mediated effects through satisfaction and moderate the relationship between satisfaction and online repurchase intention. The results of a survey study involving 122 online customers provide strong support for our research model. We also identify after-sale service, transaction efficiency, security, convenience, and cost savings as important online shopping usefulness drivers. Theoretical and practical implications include establishing a contingency theory to more fully explain online customer retention as well as guidelines for development of customer relationship management initiatives.
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paper_title: From space to place: predicting users' intentions to return to virtual worlds

paper_content:

Virtual worlds have received considerable attention as platforms for entertainment, education, and commerce. But organizations are experiencing failures in their early attempts to lure customers, employees, or partners into these worlds. Among the more grievous problems is the inability to attract users back into a virtual environment. In this study, we propose and test a model to predict users' intentions to return to a virtual world. Our model is based on the idea that users intend to return to a virtual world having conceived of it as a "place" in which they have had meaningful experiences. We rely on the interactionist theory of place attachment to explain the links among the constructs of our model. Our model is tested via a lab experiment. We find that users' intentions to return to a virtual world is determined by a state of deep involvement (termed cognitive absorption) that users experience as they perform an activity and tend to lose track of time. In turn, cognitive absorption is determined by users' awareness of whom they interact with and how they interact within a virtual world, what they interact about, and where, in a virtual sense, such interaction occurs. Our work contributes to theory in the following ways: it identifies state predictors of cognitive absorption, it conceives of virtual worlds in such a way as to account for users' experiences through the notion of place, and it explains how the properties of a virtual world contribute to users' awareness.
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paper_title: Product attributes and brand equity in the mobile domain: The mediating role of customer experience

paper_content:

Abstract There are studies showing that utilitarian (perceived ease of use and perceived usefulness) and hedonic (entertainment and aesthetics) attributes of products are two fundamental resources that ensure brand equity in the mobile domain. However, few studies examine the attributes of products and how and why such resources influence mobile brand equity. In this study, a survey was carried out on 262 mobile users in Taiwan to examine the mediating effects of customer experience on the relationship between product attributes on mobile brand equity. Our findings suggest that utilitarian and hedonic attributes of products affect mobile brand equity through customer experience. In other words, perceived ease of use, perceived usefulness, entertainment, and aesthetics may not be intrinsic value; their value on mobile brand equity is realized through customer experience. However, whereas the effect of perceived ease of use on mobile brand equity is partially mediated, perceived usefulness, entertainment, and aesthetics are fully mediated by customer experience. By showing the differential effects of product attributes on mobile brand equity, this study provides a more refined understanding of the interplay among product attributes, customer experience, and mobile brand equity. The results suggest that by overlooking the mediating role of customer experience, previous research may have provided an overly optimistic view of the value of product attributes in mobile brand equity.
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paper_title: Innovation communities: Motivation and incentives for community members to contribute

paper_content:

Online Communities (OCs) have become an important source for identifying the needs and problems of users, supporting companies to innovate. This development was fostered by IT/Internet technologies and has also been strengthened through recent social changes in user behavior within the ldquoWeb 2.0rdquo. In contrast to its growing relevance, virtual user innovation activities still are underexplored. Companies that wish to successfully utilize and integrate innovative OC members into their NPD process need a better understanding of the drive and changes of user motivation in such Innovation Communities. We would like to contribute to filling this gap. In this paper we analyze, categorize and integrate different motivational factors that play a major role here and develop several propositions concerning motivation within Innovation Communities.
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paper_title: How to Profit From a Better ¿Virtual Customer Environment¿

paper_content:

Many companies have established technology-based platforms or virtual customer environments to partner with their customers in innovation and value creation. In pursuing such initiatives, most companies seem to focus primarily on customers? innovative contributions, paying limited attention to customers? interaction experiences in the VCE. But the VCE experience has broader and more profound implications ? particularly for customer relationship management. In this article, the authors offer a framework to help companies understand and evaluate customers? VCE experience profile. ::: ::: The authors describe five customer roles in innovation and value cocreation: product conceptualizer, product designer, product tester, product support specialist and product marketer. Each role has something to offer. However, depending on the customer innovation role, the nature of the customer interactions and the technologies used in the VCE will vary. The VCE customer experience is made up of four components: the pragmatic experience (its ability to provide information), the sociability experience (how it promotes group discussion), the usability experience (defined by the quality of the human-computer interactions) and the hedonic experience (relating to mental stimulation and entertainment). Drawing on examples from companies including Microsoft, SAP, Samsung, BMW, Volvo and Ducati, the authors suggest strategies and practices to enhance customer experiences in VCEs and ensure favorable outcomes in terms of both innovation management and customer relationship management. ::: ::: Designing and implementing the right system can help companies improve innovation and customer relationship management. Therefore, managers should view their VCE initiatives as an integral part of their overall innovation and customer strategies. ::: ::: What?s more, the costs of implementation can vary widely. Therefore, companies need to be careful about selecting and implementing a portfolio of strategies and practices that meets the needs of the types of customers they want to engage in value cocreation.
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paper_title: UNDERMINING CHILDREN'S INTRINSIC INTEREST WITH EXTRINSIC REWARD: A TEST OF THE "OVERJUSTIFICATION" HYPOTHESIS

paper_content:

A field experiment was conducted with children to test the "overjustification" hypothesis suggested by self-percepti on theory—the proposition that a person's intrinsic interest in an activity may be decreased by inducing him to engage in that activity as an explicit means to some extrinsic goal. Children showing intrinsic interest in a target activity during base-line observations were exposed to one of three conditions: In the expected-award condition, subjects agreed to engage in the target activity in order to obtain an extrinsic reward; in the unexpected-award condition, subjects had no knowledge of the reward until after they had finished with the activity; and in the no-award condition, subjects neither expected nor received the reward. The results supported the prediction that subjects in the expected-award condition would show less subsequent intrinsic interest in the target activity than subjects in either of the other two conditions. The process by which man seeks to understand his environment—to discern the causes of events which surround him and explain the behavior of others toward him—has been of central concern to social psychology for many years (e.g., Brunswik, 1934; Heider, 1958;
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paper_title: Avatar-Based Innovation: Consequences of the Virtual Co-Creation Experience

paper_content:

Virtual worlds, such as the prominent Second Life (SL), offer unprecedented opportunities for companies to tap the innovative potential of consumers and consumer communities. Despite the potential, the studied corporate open innovation initiatives fail to attract sustained engagement among co-creating participants. The underdeveloped state of these islands in terms of innovation tasks and the lack of knowledge about how to attract innovative avatars raise key concerns about the nature of the experience avatars have on corporate sites. In a quantitative study we examine the importance of the experience in encouraging active participation in the innovation tasks. When participants experience an inspiring, intrinsically motivating, involving and fun co-creation experience, they participate more intensely. Prior research on virtual new product development is extended to the virtual world context and insights of the virtual co-creation experience serve as guidelines for the conception of avatar-based innovation initiatives.
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paper_title: Are you providing the “right” customer experience? The case of Banca Popolare di Bari

paper_content:

Purpose – The purpose of this paper is to model customer experience (CE) as a “continuum”, labelled customer experience continuum (CEC). The paper adopts a CE quality construct and scale (EXQ) to determine the effect of CE on a bank's marketing outcomes. The paper discusses the study's theoretical and managerial implications, focusing on CE strategy design. Design/methodology/approach – The paper empirically test a scale to measure customer experience quality (EXQ) for a retail bank. The paper interviews customers using a means-end-chain approach and soft-laddering to explore their CE perceptions with the bank. The paper classifies their perceptions into the categories of “brand experience” (pre-purchase), “service experience” (during purchase), and “post-purchase experience”. After a confirmatory factor analysis, the paper conducts a survey on a representative customer sample. The paper analyses the survey results with a statistical model based on the partial least squares method. The paper tests three h...
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paper_title: Effects of collaborative online shopping on shopping experience through social and relational perspectives

paper_content:

Collaborative online shopping refers to an activity in which a consumer shops at an eCommerce website with remotely located shopping partners such as friends or family. Although collaborative online shopping has increased with the pervasiveness of social networking, few studies have examined how to enhance this type of shopping experience. This study examines two potential design components, embodiment and media richness, that could enhance shoppers' experiences. Based on theories of co-presence and flow, we examined whether the implementation of these two features could increase co-presence, flow, and the intention to use a collaborative online shopping website.
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paper_title: The New Frontier of Experience Innovation

paper_content:

As competition intensifies and profit margins shrink, managers are under overwhelming pressure to create value. Traditional prescriptions such as cost reduction, reengineering and outsourcing, while critically important, cannot solve the problem. The need to innovate is greater than ever, but the focus of innovation must change, say the authors. Managers are discovering that neither value nor innovation can any longer be successfully and sustainably generated through a company-centric, product-and-service-focused prism. ::: ::: By synthesizing societal trends and early experimentation in companies such as General Motors, LEGO and Medtronic, the authors paint a picture of the "next practices" of innovation in which the locus of value creation will inevitably shift from products and services to "experience environments." The intent of experience innovation is not to improve a product or service, per se, but to enable the co-creation of an environment in which personalized, evolvable experiences are the goal, and products and services are a means to that end. Profitable company growth will then result from individual consumers co-creating their own unique value, supported by a network of companies and consumer communities. ::: ::: From that perspective, say the authors, managers must learn to view existing and emerging technologies not as enhancers of products, features and functions, but as facilitators of experiences. They offer examples of how technological capabilities such as miniaturization, networked communication and adaptive learning are fostering experience innovation at companies such as Sony, Apple, Microsoft and TiVo, illustrating their contention that technology will be the key facilitator of the nascent trend toward experience innovation.
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Title: Leveraging Customer-integration Experience: A Review of Influencing Factors and Implications

Section 1: Introduction
Description 1: This section introduces the topic of customer integration, its importance in innovation, and sets the stage for the detailed analysis to follow.

Section 2: Theoretical Background on Customer Integration
Description 2: This section provides the theoretical framework, definitions, and concepts related to customer integration and co-creation in an innovation context.

Section 3: Research Methodology
Description 3: This section details the structured literature review process, including the approach to literature search, screening, and qualitative data analysis.

Section 4: Influencing Factors and Implications of Customer-integration Experience
Description 4: This section identifies and discusses the various influencing factors and implications of customer integration drawn from different research disciplines.

Section 5: Analysis by Discipline: Customer and User Experience
Description 5: This section breaks down the analysis of customer and user experience into different disciplines like Information Systems, Human-computer Interaction, Marketing and Management, Technology and Innovation Management, and Psychology.

Section 6: Influencing Factors of Customer-integration Experience
Description 6: This section delves into the specific influencing factors, such as instrumental and non-instrumental qualities of IT-based methods, tasks, customer characteristics, and environment.

Section 7: Implications of Customer-integration Experience
Description 7: This section categorizes and discusses the various implications of customer-integration experience, including marketing-related, behavioral, emotional, and task-related implications.

Section 8: Framework Development on Influencing Factors and Implications of Customer-integration Experience
Description 8: This section introduces the framework based on motivation-hygiene theory, explaining the relationships and moderating effects between identified influencing factors.

Section 9: Research Gaps
Description 9: This section identifies existing research gaps and suggests areas for future research in customer integration and its influencing factors.

Section 10: Conclusion
Description 10: This section provides a summary of the research findings, discusses limitations, and highlights contributions to theory and practice.

Section 11: Directions for Future Research
Description 11: This section suggests potential paths for future research based on the identified gaps and findings from the study.

Section 12: Limitations and Implications for Theory and Practice
Description 12: This section acknowledges the study's limitations and discusses the implications of the findings for both theory and practice.