Communication channel consideration for in-home services: The moderating role of customer participation

Journal of Service Management

Volumn 23, Issue 2, 2012, Pages 216-252

  van Birgelen, Marcel ^a   Dellaert, Benedict G C ^b   de Ruyter, Ko ^c  

^a RADBOUD UNIVERSITY NIJMEGEN   (Netherlands)

^b ERASMUS UNIVERSITY ROTTERDAM   (Netherlands)

^c MAASTRICHT UNIVERSITY   (Netherlands)

Author keywords

Communication channel consideration; Communication systems (buildings); Consumer behaviour; Cost benefit analysis; Customer participation; In home services; Multichannel; Service benefits

Indexed keywords

EID: 84859891214     PISSN: 17575818     EISSN: None     Source Type: Journal    
DOI: 10.1108/09564231211226123     Document Type: Review

References (110)

1. Andrews, R.L. and Srinivasan, T.C. (1995), "Studying consideration effects in empirical choice models using scanner panel data" in Journal of Marketing Research, Vol. 32, February, pp. 30-41.
2. Ansari, A., Mela, C.F. and Neslin, S.A. (2008), "Customer channel migration" in Journal of Marketing Research, XLV, February, pp. 60-76.
3. Baker, J., Parasuraman, A., Grewal, D. and Voss, G.B. (2002), "The influence of multiple store environment cues on perceived merchandise value and patronage intentions" in Journal of Marketing, Vol. 66, April, pp. 120-41.
4. Barlow, R.G. (1992), "Relationship marketing: the ultimate in customer services" in Retail Control, Vol. 60, March, pp. 29-37.
5. Bass, D.M. and Noelker, L.S. (1987), "The influence of family caregivers on elder's use of in-home services: an expanded conceptual framework" in Journal of Health and Social Behavior, Vol. 28, No. 2, pp. 184-96.
6. Bauer, H.H., Grether, M. and Leach, M. (2002), "Building customer relations over the internet" in Industrial Marketing Management, Vol. 31, February, pp. 155-63.
7. Bell, D.R., Ho, T.H. and Tang, C.S. (1998), "Determining where to shop: fixed and variable costs of shopping" in Journal of Marketing Research, Vol. 35, pp. 352-69.
8. Bendapudi, N. and Leone, R.P. (2003), "Psychological implications of customer participation in co-production" in Journal of Marketing, Vol. 67, January, pp. 14-28.
9. Berry, L.L. (1983), "Relationship marketing" in Berry, L.L., Shostack, G.L. and Upah, G.D. (Eds.), Emerging Perspectives on Services Marketing, American Marketing Association, Chicago, IL, pp. 25-8.
10. Berry, L.L. (1995), "Relationship marketing of services: growing interest, emerging perspectives" in Journal of the Academy of Marketing Science, Vol. 23, Fall, pp. 236-45.
11. Bhatnagar, A. and Ratchford, B.T. (2004), "A model retail format competition for non-durable goods" in International Journal of Research in Marketing, Vol. 21, pp. 39-59.
12. Bitner, M.J. (1995), "Building service relationships: it's all about promises" in Journal of the Academy of Marketing Science, Vol. 23, Fall, pp. 246-51.
13. Bitner, M.J., Brown, S.W. and Meuter, M.L. (2000), "Technology infusion in service encounters" in Journal of the Academy of Marketing Science, Vol. 28, No. 1, pp. 138-49.
14. Bitner, M.J., Faranda, W.T., Hubbert, A.R. and Zeithaml, V.A. (1997), "Customer contributions and roles in service delivery" in International Journal of Service Industry Management, Vol. 8, No. 3, pp. 193-205.
15. Bronnenberg, B.J. and Vanhonacker, W.R. (1996), "Limited choice sets, local price response, and implied measures of price competition" in Journal of Marketing Research, Vol. 33, May, pp. 163-73.
16. Brown, J.J. and Wildt, A.R. (1992), "Consideration set measurement" in Journal of the Academy of Marketing Science, Vol. 20, No. 3, pp. 235-43.
17. Burke, R.R. (2002), "Technology and the customer interface: what consumers want in the physical and virtual store" in Journal of the Academy of Marketing Science, Vol. 30, pp. 411-32.
18. Childers, T.L., Carr, C.L., Peck, J. and Carson, S. (2001), "Hedonic and utilitarian motives for online retail shopping behavior" in Journal of Retailing, Vol. 77, pp. 511-35.
19. Cowles, D. (1989), "Consumer perceptions of interactive media" in Journal of Broadcasting and Electronic Media, Vol. 33, No. 1, pp. 83-9.
20. Creyer, E.H., Bettman, J.R. and Payne, J.W. (1990), "The impact of accuracy and effort feedback and goals on adaptive decision behavior" in Journal of Behavioral Decision Making, Vol. 3, pp. 1-16.
21. Crosby, L.A. (1991), "Building and maintaining quality in the service relationship" in Brown, S.W., Gummesson, E., Edvardsson, B. and Gustavsson, B. (Eds.), Service Quality: Multidisciplinary and Multinational Perspectives, Lexington Books, Lexington, MA, pp. 269-87.
22. Curran, J.M., Meuter, M.L. and Surprenant, C.F. (2003), "Intentions to use self-service technologies: a confluence of multiple attitudes" in Journal of Service Research, Vol. 5, No. 3, pp. 209-24.
23. Czepiel, J.A. (1990), "Service encounters and service relationships: implications for research" in Journal of Business Research, Vol. 20, January, pp. 13-21.
24. Dabholkar, P.A. (1990), "How to improve perceived service quality by improving customer participation" Dunlap, B.J. (Ed.), Developments in Marketing Science, Academy of Marketing Science, Cullowhee, NC.
25. Dabholkar, P.A. (1994), "Technology-based service delivery: a classification scheme for developing marketing strategies" in Swartz, T.A., Bowen, D.E. and Brown, S.W. (Eds.), Advances in Services Marketing and Management, Vol. 3, JAI Press, Greenwich, CT, pp. 241-71.
26. Dabholkar, P.A. (1996), "Consumer evaluations of new technology-based self-service options: an investigation of alternative models of service quality" in International Journal of Research in Marketing, Vol. 13, No. 1, pp. 29-51.
27. Dabholkar, P.A. (2000), "Technology in service delivery: implications for self-service and service support" in Swartz, T.A. and Iacobucci, D. (Eds.), Handbook of Services Marketing and Management, Sage, Thousand Oaks, CA, pp. 103-10.
28. Dabholkar, P.A. and Bagozzi, R.P. (2002), "An attitudinal model of technology-based self-service: moderating effects of consumer traits and situational factors" in Journal of the Academy of Marketing Science, Vol. 30, No. 3, pp. 184-201.
29. Etgar, M. (2008), "A descriptive model of the consumer co-production process" in Journal of the Academy of Marketing Science, Vol. 36, pp. 97-108.
30. Feinberg, R.A., Hokama, L., Kadam, R. and Kim, I. (2002), "Operational determinants of caller satisfaction in the banking/financial services call center" in International Journal of Bank Marketing, Vol. 20, No. 4, pp. 174-80.
31. Flipo, A., Fougère, D. and Olier, L. (2007), "Is the household demand for in-home service sensitive to tax reductions? The French case" in Journal of Public Economics, Vol. 91, Nos 1/2, pp. 365-85.
32. Forman, A.M. and Sriram, V. (1991), "The depersonalization of retailing: its impact on the 'lonely' consumer" in Journal of Retailing, Vol. 67, No. 2, pp. 226-43.
33. Forsythe, S.M. and Shi, B. (2003), "Consumer patronage and risk perceptions in internet shopping" in Journal of Business Research, Vol. 56, No. 11, pp. 867-75.
34. Frambach, R.T., Roest, H.C.A. and Krishnan, T.V. (2007), "The impact of consumer internet experience on channel preference and usage intentions across the different stages of the buying process" in Journal of Interactive Marketing, Vol. 21, No. 2, pp. 26-41.
35. Goodhue, D.L. and Thompson, R.L. (1995), "Task-technology fit and individual performance" in MIS Quarterly, Vol. 19, June, pp. 213-36.
36. Grönroos, C. (1990), "Relationship approach to marketing in service contexts: the marketing and organizational behavior interface" in Journal of Business Research, Vol. 20, January, pp. 3-11.
37. Guiry, M. (1992), "Consumer and employee roles in service encounters" in Sherry, J.F. Jr and Sternthal, B. (Eds.), Advances in Consumer Research, Vol. 19, Association for Consumer Research, Provo, UT, pp. 666-72.
38. Gwinner, K., Gremler, D.D. and Bitner, M.J. (1998), "Relational benefits in services industries: the customer's perspective" in Journal of the Academy of Marketing Science, Vol. 26, Spring, pp. 101-14.
39. Hennig-Thurau, T., Groth, M., Paul, M. and Gremler, D.D. (2006), "Are all smiles created equal? How emotional contagion and emotional labor affect service relationships" in Journal of Marketing, Vol. 70, July, pp. 58-73.
40. Hjalmarsson, M. (2009), "New technology in home help services - a tool for support or an instrument of subordination?" in Gender, Work and Organization, Vol. 16, No. 3, pp. 368-84.
41. Hoch, S.J., Kim, B.D., Montgomery, A.L. and Rossi, P.E. (1995), "Determinants of store-level price elasticity" in Journal of Marketing Research, Vol. 32, No. 1, pp. 17-29.
42. Homans, G. (1961), Social Behaviour: Its Elementary Forms, Routledge and Kegan Paul, London.
43. Hong, W., Thong, J.Y.L. and Tam, K.Y. (2004), "The effects of information format and shopping task on consumers' online shopping behavior: a cognitive fit perspective" in Journal of Management Information Systems, Vol. 21, No. 3, pp. 149-84.
44. Hoque, A.Y. and Lohse, G.L. (1999), "An information search cost perspective for designing interfaces for electronic commerce" in Journal of Marketing Research, Vol. 36, pp. 387-94.
45. Joo, Y.H. and Park, M.H.J. (2008), "Information search and purchase channel choice across inhome shopping retail formats" in Academy of Marketing Studies Journal, Vol. 12, No. 2, pp. 49-62.
46. Joung, H.W., Kim, H.S., Yuan, J.J. and Huffman, L. (2011), "Service quality, satisfaction, and behavioral intention in home delivered meals program" in Nutrition Research and Practice, Vol. 5, No. 2, pp. 163-8.
47. Keen, C., Wetzels, M., De Ruyter, K. and Feinberg, R.A. (2004), "E-tailers versus retailers: which factors determine customer preferences" in Journal of Business Research, Vol. 57, pp. 685-9.
48. Kelley, S.W., Donnelly, J. and Skinner, S. (1990), "Customer participation in service production and delivery" in Journal of Retailing, Vol. 66, pp. 315-35.
49. Kleijnen, M., De Ruyter, K. and Wetzels, M. (2007), "An assessment of value creation in mobile services delivery and the moderating role of time consciousness" in Journal of Retailing, Vol. 83, No. 1, pp. 33-46.
50. Konuş, U., Verhoef, P.C. and Neslin, S.A. (2008), "Multichannel shopper segments and their covariates" in Journal of Retailing, Vol. 84, No. 4, pp. 398-413.
51. Leggett, K. (2006), "Multi-channel customer service: a brave new world", available at: www.crm2day.com/content/t6_librarynews_1.php?id=50312 (accessed 22 December 2010).
52. Li, H., Kuo, C. and Rusell, M.G. (1999), "The impact of perceived channel utilities, shopping orientations, and demographics on the consumer's online buying behavior", Journal of Computer-Mediated Communication, Vol. 2, No. 2.
53. Maruping, L.M. and Agarwal, R. (2004), "Managing team interpersonal processes through technology: a task-technology fit perspective" in Journal of Applied Psychology, Vol. 89, No. 6, pp. 975-90.
54. Mathwick, C., Malhotra, N.K. and Rigdon, E. (2002), "The effect of dynamic retail experiences on experiential perceptions of value: an internet and catalog comparison" in Journal of Retailing, Vol. 78, pp. 51-60.
55. Mehta, N., Rajiv, S. and Srinivasan, K. (2003), "Price-uncertainty and consumer search: a structural model of consumer consideration set formation" in Marketing Science, Vol. 22, No. 1, pp. 58-84.
56. Messinger, P.R. and Narasimhan, C. (1997), "A model of retail formats based on consumers' economizing on shopping time" in Marketing Science, Vol. 16, No. 1, pp. 1-23.
57. Meuter, M.L. and Bitner, M.J. (1998), "Self-service technologies: extending service frameworks and identifying issues for research" in Grewal, D. and Pechmann, C. (Eds.), AMA Winter Educators' Conference, American Marketing Association, Chicago, IL, pp. 12-19.
58. Meuter, M.L., Bitner, M.J., Ostrom, A.L. and Brown, S.W. (2005), "Choosing among alternative service delivery modes: an investigation of customer trial of self-service technologies" in Journal of Marketing, Vol. 69, April, pp. 61-83.
59. Meuter, M.L., Ostrom, A.L., Bitner, M.J. and Roundtree, R. (2003), "The influence of technology anxiety on consumer use and experiences with self-service technologies" in Journal of Business Research, Vol. 56, pp. 899-906.
60. Mills, P.K. and Morris, J.H. (1986), "Clients as 'partial' employees of service organizations: role development in client participation" in The Academy of Management Review, Vol. 11, No. 4, pp. 726-35.
61. Montoya-Weiss, M.M., Voss, G.B. and Grewal, D. (2003), "Determinants of online channel use and overall satisfaction with a relational multichannel service provider" in Journal of the Academy of Marketing Science, Vol. 31, No. 4, pp. 448-58.
62. Moore, W.L. and Lehmann, D.R. (1980), "Individual differences in search behavior for a nondurable" in Journal of Consumer Research, Vol. 7, December, pp. 296-307.
63. Morgan, R.M. and Hunt, S.D. (1994), "The commitment-trust theory of relationship marketing" in Journal of Marketing, Vol. 58, July, pp. 20-38.
64. Murray, K.B. (1991), "A test of services marketing theory: consumer information acquisition activities" in Journal of Marketing, Vol. 55, No. 1, pp. 10-25.
65. Neslin, S.A., Grewal, D., Leghorn, R., Shankar, V., Teerling, M.L., Thomas, J.S. and Verhoef, P.C. (2006), "Challenges and opportunities in multichannel customer management" in Journal of Service Research, Vol. 9, No. 2, pp. 95-112.
66. Nicholson, M., Clarke, I. and Blakemore, M. (2002), "One brand, three ways to shop: situational variables and multi-channel consumer behavior" in The International Review of Retail, Distribution, and Consumer Research, Vol. 12, No. 2, pp. 131-48.
67. Onder, G., Liperoti, R., Soldato, M., Carpenter, I., Steel, K., Bernabei, R. and Landi, F. (2007), "Case management and risk of nursing home admission for older adults in home care: results of the AgeD in HOme Care study" in Journal of the American Geriatrics Society, Vol. 55, No. 3, pp. 439-44.
68. Parasuraman, A. (2000), "Technology readiness index [TRI]: a multiple-item scale to measure readiness to embrace new technologies" in Journal of Service Research, Vol. 2, No. 4, pp. 307-20.
69. Parasuraman, A., Berry, L.L. and Zeithaml, V.A. (1991), "Refinement and reassessment of the SERVQUAL scale" in Journal of Retailing, Vol. 67, Winter, pp. 420-50.
70. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1985), "A conceptual model of service quality and its implications for further research" in Journal of Marketing, Vol. 49, Fall, pp. 41-50.
71. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1988), "SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality" in Journal of Retailing, Vol. 64, Spring, pp. 12-40.
72. Park, C. and Jun, J.K. (2003), "A cross-cultural comparison of internet buying behavior: effects of internet usage, perceived risks, and innovativeness" in International Marketing Review, Vol. 20, No. 5, pp. 534-53.
73. Patricio, L., Fisk, R.P. and Falcao e Cunha, J. (2003), "Improving satisfaction with bank service offerings: measuring the contribution of each delivery channel" in Managing Service Quality, Vol. 13, No. 6, pp. 471-82.
74. Patricio, L., Fisk, R.P. and Falcao e Cunha, J. (2008), "Designing multi-interface service experiences: the service experience blueprint" in Journal of Service Research, Vol. 10, No. 4, pp. 318-34.
75. Peterson, R.A. (1995), "Relationship marketing and the consumer" in Journal of the Academy of Marketing Science, Vol. 23, Fall, pp. 278-81.
76. Peterson, R.A., Balasubramanian, S. and Bronnenberg, B.J. (1997), "Exploring the implications of the internet for consumer marketing" in Journal of the Academy of Marketing Science, Vol. 25, No. 4, pp. 329-46.
77. Phillipson, L. and Jones, S.C. (2011), "'Between the devil and the deep blue sea': the beliefs of caregivers of people with dementia regarding the use of in-home respite services" in Home Health Care Services Quarterly, Vol. 30, pp. 43-62.
78. Prahalad, C.K. (2004), "The cocreation of value" in Journal of Marketing, Vol. 68, January, pp. 18-27, Bolton, R.N. (Ed.), Invited commentaries on "Evolving to a new dominant logic for marketing".
79. Prahalad, C.K. and Ramaswamy, V. (2000), "Co-opting customer competence" in Harvard Business Review, January/February, pp. 79-87.
80. Prahalad, C.K. and Ramaswamy, V. (2004), "Co-creation experiences: the next practice in value creation" in Journal of Interactive Marketing, Vol. 18, No. 3, pp. 5-14.
81. Ratchford, B.T., Talukdar, D. and Lee, M.S. (2001), "A model of consumer choice of the internet as an information source" in International Journal of Electronic Commerce, Vol. 5, pp. 7-21.
82. Ratneshwar, S. and Shocker, A.D. (1991), "Situations in use and the role of usage context in production category structures" in Journal of Marketing Research, Vol. 28, August, pp. 281-95.
83. Reinders, M.J., Dabholkar, P.A. and Frambach, R.T. (2008), "Consequences of forcing consumers to use technology-based self-service" in Journal of Service Research, Vol. 11, No. 2, pp. 107-23.
84. Roberts, J.R. and Nedungadi, P. (1995), "Studying consideration in the consumer decision process: progress and challenges" in International Journal of Research in Marketing, Vol. 12, No. 1, pp. 3-7.
85. Robinson, S.L. (1996), "Trust and breach of the psychological contract" in Administrative Science Quarterly, Vol. 41, No. 4, pp. 574-99.
86. Rousseau, D.M. (1989), "Psychological and implied contracts in organizations" in Employee Responsibilities and Rights Journal, Vol. 2, No. 2, pp. 121-39.
87. Rust, R.T. and Kannan, P.K. (2003), "E-service: a new paradigm for business in the electronic environment" in Communications of the ACM, Vol. 46, No. 6, pp. 36-42.
88. Salancik, G.R. and Pfeffer, J. (1978), "A social information processing approach to job attitudes and task design" in Administrative Science Quarterly, Vol. 23, pp. 224-53.
89. Sheth, J.N. and Parvatiyar, A. (1995), "Relationship marketing in consumer markets: antecedents and consequences" in Journal of the Academy of Marketing Science, Vol. 23, Fall, pp. 255-71.
90. Shore, L.M. and Tetrick, L.E. (1991), "A construct validity study of the survey of perceived organizational support" in Journal of Applied Psychology, Vol. 76, No. 5, pp. 637-43.
91. Smith, A.K., Bolton, R.N. and Wagner, J. (1999), "A model of customer satisfaction with service encounters involving failure and recovery" in Journal of Marketing Research, Vol. 36, No. 3, pp. 356-72.
92. Smith, J.F., Mitchell, T.R. and Beach, L.R. (1982), "A cost-benefit mechanism for selecting problem-solving strategies: some extensions and empirical tests" in Organizational Behavior and Human Performance, Vol. 29, pp. 370-96.
93. Soldo, B.J. (1985), "In-home services for the dependent elderly: determinants of current use and implications for future demand" in Research on Aging, Vol. 7, No. 2, pp. 281-304.
94. Srivastava, R.K., Alpert, M.L. and Shocker, A.D. (1984), "A customer-oriented approach for determining market structures" in Journal of Marketing, Vol. 48, Spring, pp. 32-45.
95. Srivastava, R.K., Leone, R.P. and Shocker, A.D. (1981), "Market structure analysis: hierarchical clustering of products based on substitution-in-use" in Journal of Marketing, Vol. 45, Summer, pp. 38-48.
96. Strebel, J., Erdem, T. and Swait, J. (2004), "Consumer search in high technology markets: exploring the use of traditional information channels" in Journal of Consumer Psychology, Vol. 14, Nos 1/2, pp. 96-104.
97. Ter Hofstede, F., Steenkamp, J.-B.E.M. and Wedel, M. (1999), "International market segmentation based on consumer-product relations" in Journal of Marketing Research, Vol. 36, February, pp. 1-17.
98. Ter Hofstede, F., Audenaert, A., Steenkamp, J.B.E.M. and Wedel, M. (1998), "An investigation into the association pattern technique as a quantitative approach to measuring means-end analysis" in International Journal of Research in Marketing, Vol. 15, No. 1, pp. 37-50.
99. Tversky, A. and Kahneman, D. (1986), "Rational choice and the framing of decisions" in Journal of Business, Vol. 59, No. 4, pp. 251-78, (part 2).
100. Vargo, S.L. and Lusch, R.F. (2004), "Evolving to a new dominant logic for marketing" in Journal of Marketing, Vol. 68, January, pp. 1-17.
101. Verhoef, P.C. and Langerak, F. (2001), "Possible determinants of consumers' adoption of electronic grocery shopping in The Netherlands" in Journal of Retailing and Consumer Services, Vol. 8, No. 5, pp. 275-8.
102. Verhoef, P.C., Neslin, S.A. and Vroomen, B. (2007), "Multichannel customer management: understanding the research-shopper phenomenon" in International Journal of Research in Marketing, Vol. 24, pp. 129-48.
103. Vessey, I. (1991), "Cognitive fit: a theory-based analysis of the graphs versus tables literature" in Decision Sciences, Vol. 22, No. 2, pp. 219-40.
104. Wang, L.C., Baker, J., Wagner, J.A. and Wakefield, K. (2007), "Can a retail web site be social?" in Journal of Marketing, Vol. 71, July, pp. 143-57.
105. Warlop, L. and Ratneshwar, S. (1993), "The role of usage context in consumer choice: a problem solving perspective" in Advances in Consumer Research, Vol. 20, No. 1, pp. 377-82.
106. Wendel, S. and Dellaert, B.G.C. (2005), "Situation variation in consumers' media channel consideration" in Journal of the Academy of Marketing Science, Vol. 33, No. 4, pp. 575-84.
107. Zeithaml, V.A. (1988), "Consumer perceptions of price, quality and value: a means-end model and synthesis of evidence" in Journal of Marketing, Vol. 52, July, pp. 2-22.
108. Zeithaml, V.A., Berry, L.L. and Parasuraman, A. (1996), "The behavioral consequences of service quality" in Journal of Marketing, Vol. 60, April, pp. 31-61.
109. van Birgelen, M., de Jong, A. and de Ruyter, K. (2006), "Multi-channel service retailing: the effects of channel performance satisfaction on behavioral intentions" in Journal of Retailing, Vol. 82, No. 4, pp. 367-77.
110. van Gorder, B.E. (1990), "Satisfying the customer of the '90s'" in Credit, Vol. 16, No. 2, pp. 10-15.