Absorbing customer knowledge: how customer involvement enables service design success

Customers are a knowledge resource outside of the firm that can be utilized for new service success by involving them in the design process. However, existing research on the impact of customer involvement (CI) is inconclusive. Knowledge about customers’ needs and on how best to serve these needs (articulated in the service concept) is best obtained from customers themselves. However, codesign runs the risk of losing control of the service concept. This research argues that of the processes of external knowledge, acquisition (via CI), customer knowledge assimilation, and concept transformation form a capability that enables the firm to exploit customer knowledge in the form of a successful new service. Data from a survey of 126 new service projects show that the impact of CI on new service success is fully mediated by customer knowledge assimilation (the deep understanding of customers’ latent needs) and concept transformation (the modification of the service concept due to customer insights). However, its impact is more nuanced. CI exhibits an “∩”-shaped relationship with transformation, indicating there is a limit to the beneficial effect of CI. Its relationship with assimilation is “U” shaped, suggesting a problem with cognitive inertia where initial learnings are ignored. Customer knowledge assimilation directly impacts success, while concept transformation only helps success in the presence of resource slack. An evolving new service design is only beneficial if the firm has the flexibility to adapt to change

Genetic variability and population structuring in the European Lanner Falcon Falco biarmicus feldeggii

We analysed variation in 10 polymorphic microsatellites and a variable portion of control region of mtDNA in 24 specimens from 3 populations of European Lanner Falcon Falco biarmicus feldeggii living in Sicily, continental Italy and the Balkan area to assess species' genetic diversity and population structure in the poorly investigated range of this threatened subspecies. We considered also a dataset of previously published mtDNA sequences of the other Lanner Falcon subspecies and of Hierofalco subgenus members (F. cherrug, F. rusticolus and F. jugger) to outline the genetic variation in the region on a wide-ranging basis. Regard with mtDNA we identified 6 haplotypes from our 24 European Lanner Falcon specimens, 3 of which were new and unique (1 Sicilian, 2 Balkans) and the 3 others already known and shared with other Hierofalcons. The 62.5% of our sample, including 14 of Sicilians and one Apulia specimen, belonged to haplotype H_24 shared with F. c. cherrug, F. rusticolus and F. jugger. MtDNA analyses of European Lanner Falcons showed a dispersed pattern of our specimens inside the main Hierofalco clades and haplo-groups in a way congruent to what found in recent literature. These analyses confirmed that none of the Hierofalcons form a monophyletic group, nonetheless the Lanner Falcons can be subdivided in two major Palaearctic (F. b. feldeggii, F. b. erlangeri and F. b. tanypterus) and sub-Sahara African (F. b. biarmicus and F. b. abyssinicus) clades. Microsatellites analysis yielded a first outline of population genetic structure, with genetic identity between continental Italy and Sicily and a moderate degree of differentiation of the Balkan area with Sicily and continental Italy. The 3 populations did not show significant departure from Hardy-Weinberg equilibrium, with low values of the inbreeding coefficients and had allele richness and haplotype diversity consistent with literature. Microsatellites analysis (Nm, frequency of private alleles) suggests a gene flow among the three examined populations and the connection of Sicilian population to those of mainland

Recurrent pericardial effusion after cardiac surgery: the use of colchicine after recalcitrant conventional therapy

Pericardial effusion represents a common postoperative complication in cardiac surgery. Nonetheless, it can be resistant to conventional therapy leading to prolonged in-hospital stay and worsening of clinical conditions

Customer Interaction and Innovation in Hybrid Offerings:Investigating Moderation and Mediation Effects for Goods and Services Innovation

Hybrid offerings are bundles of goods and services offerings provided by the same firm. Bundling value offerings affects how firms innovate, interact with customers, and customize their goods and services. However, it remains unclear how customer interaction might drive the innovation performance of various bundled components. Therefore, this study investigates the effects of customer interactions and service customization on both goods and services innovations in a hybrid offering context, using a unique data set of 146 information technology and manufacturing firms. Customer interaction appears beneficial to both goods and services innovation in a hybrid offerings context, but service customization has different direct effects on goods versus services innovation. As a potential mediator, customer knowledge mobilization resources exert different effects on the goods and services elements of hybrid offerings. Furthermore, for high-interaction customers, medium levels of technical modularity lead to most favorable innovation outcomes for services innovation. The results thus suggest that providers of hybrid offerings should foster customer interactions, to drive the innovation performance of the good and service components, while still making sure to implement service customization strategies. These findings have notable implications for service innovation research

A Bayesian approach for incorporating expert opinions into decision support systems: A case study of online consumer-satisfaction detection

International audienceInterest in the use of (big) company data and data-mining models to guide decisions exploded in recent years. In many domains there are human experts whose knowledge is essential in building, interpreting and applying these models. However, the impact of integrating expert opinions into the decision-making process has not been sufficiently investigated. This research gap deserves attention because the triangulation of information sources is critical for the success of analytical projects. This paper contributes to the decision-making literature by (a) detailing the natural advantages of the Bayesian framework for fusing multiple information sources into one decision support system (DSS), (b) confirming the necessity for adjusted methods in this data-explosion era, and (c) opening the path to future applications of Bayesian DSSs in other organizational research contexts. In concrete, we propose a Bayesian decision support framework that formally fuses subjective human expert opinions with more objective organizational information. We empirically test the proposed Bayesian fusion approach in the context of a customer-satisfaction prediction study and show how it improves the prediction performance of the human experts and a data-mining model ignoring expert information

Consumer adoption of technological innovations Effects of psychological and functional barriers in a lack of content versus a presence of content situation

Purpose: This study seeks to investigate barriers in the consumer adoption process of technological innovations under different contingencies. The paper aims to focus on barriers impeding adoption of technologies characterized by high incompatibility and high uncertainty - i.e. a "lack of content" (LoC) situation - versus technologies characterized by low incompatibility and low uncertainty - i.e. a "presence of content" (PoC) situation. Design/methodology/approach: Based on a literature study, the paper develops hypotheses that distinguish the diverging effects of both psychological and functional barriers on consumer adoption in different situations (LoC versus PoC). Data were collected by means of a survey, resulting in an effective sample of 229 respondents. Findings: In the case of LoC, the value, risk (financial and performance) and image barrier are negatively related to adoption intention, where the latter barrier is significantly stronger for the LoC situation than for the PoC situation. For PoC, it is found that the value, image, and financial risk barriers are negatively related to adoption intention, where the value barrier outweighs all other barriers. Interestingly, the traditional barrier reveals a positive effect on adoption intention. Practical implications: The results suggest that managers and retailers should develop a more sophisticated understanding of consumers' adoption intention of new technologies. Distinguishing between LoC and PoC situations offers managers the opportunity to differentiate their communication strategies and design more compelling ways for consumers to overcome the specific barriers they perceive in each situation. Originality/value: The paper attempts to offer a more fine-grained understanding of consumer adoption by investigating the extent to which the lack versus the presence of content gives rise to differences regarding the effects of psychological and functional barriers to technology adoption. © Emerald Group Publishing Limited

Contemporary Marketing Practice : A research Agenda and Preliminary Findings

International audienc