Interactions in service ecosystems, as opposed to the service dyad, have recently gained much attention from research. However, it is still unclear how they influence a customer’s experiential value and trigger desired prosocial behavior. The purpose of this study is to identify which elements of the multi-actor service ecosystem contribute to a customer’s experiential value and to investigate its relation to a customer’s interaction attitude and inter-customer helping behavior. The authors adopted a scale development procedure from the existing literature. Service, (...) brand, retail and tourism management research as well as expert feedback is used to generate a pool of 33 items. Exploratory and confirmatory factor analysis were conducted. The scale was validated based on more than 468 responses to a CASI at one of the world’s largest trade shows. Scale-development procedure was followed by structural equation modeling. CFA supports that experiential value in multi-actor ecosystems comprises five dimensions. The functional value of personnel, the perception of other customers’ appearance, the perception of other customers’ behavior, multisensory stimuli, and a customer’s enjoyment. Experiential value positively and directly relates to a customer’s interaction attitude and inter-customer helping behavior. Furthermore, the effect of experiential value on inter-customer helping behavior is partially mediated by interaction attitude. Managers interested in getting more out of interactions with customers will develop an understanding for the interplay between the physical environment and individuals within a multi-actor ecosystem. Social scientists and managers can use the scale to assess experiential value, encourage a customer’s interaction attitude and utilize the customers’ influence on their peers. This paper synthesizes insights from existing research on experiential value, from various fields, in one scale. This holistic approach is the first to simultaneously account for a customer’s interactions with the multisensory physical environment, personal interactions with employees and interactions between customers in a multi-actor service ecosystem. (shrink)

This article introduces confirmatory composite analysis (CCA) as a structural equation modeling technique that aims at testing composite models. In doing so, it overcomes a current weakness of structural equation modeling, i.e., the operationalization and assessment of design concepts, so-called artifacts. CCA entails the same steps as confirmatory factor analysis: model specification, model identification, model estimation, and model assessment. Composite models are specified such that they consist of a set of interrelated composites, all of which emerge as linear combinations of (...) observable variables. Researchers must ensure theoretical identification of their specified model. For the estimation of the model, several estimators are available; in particular Kettenring's extensions of canonical correlation analysis provide consistent estimates. Model assessment mainly relies on the Bollen-Stine bootstrap to assess the discrepancy between the empirical and the estimated model-implied indicator covariance matrix. A Monte Carlo simulation examines the efficacy of CCA, and demonstrates that CCA is able to detect various forms of model misspecification. (shrink)

Before engaging with the already intensive and still increasing personal branding activities in many fields of practice, a scholarly approach would call for a more specific definition of the concept of personal branding processes and the resulting human brands. A multi-step analysis of the growing body of literature on personal branding is employed, integrating a framework that covers six key research streams of personal branding, (1) terminology and definition, (2) underlying theories, (3) classes and categories, (4) benefits, (5) antecedents, and (...) (6) key ingredients and applications, complemented by challenges the domain of personal branding has to cope with. The analysis shows that personal branding is an interdisciplinary concern, which is still in its infancy and in which universally valid personal branding frameworks or even theories cannot be identified yet. Personal branding appears as a source for new academic impulses, as it may sensitize scholars to opportunities for intensifying collaboration with practitioners and with other academic domains to enrich and disseminate knowledge in their fields. (shrink)

COVID-19 made evident the need for workplace digital transformation due to a rapid transition from office to remote work. Therefore, employers must make telework suitable for office workers who suddenly became permanent teleworkers. By using partial least squares path modeling, this article suggests the defining of telework tasks suitability and of telework workplace suitability by performing an empirical study with 691 employees who had experienced a rapid transition from office work to remote work during the pandemic. Both telework tasks suitability (...) and telework workplace suitability are found to have a positive relationship with collaboration and work performance. Employers should therefore especially focus on communication technology when expecting employees work from home to improve work performance and enable collaboration to prevent them from feeling isolated. This study is the first to define telework tasks suitability and workplace suitability for enabling collaboration and improving work performance of teleworkers after an enforced transition from office working to teleworking. (shrink)

This study investigates the relative impacts of the facial width-to-height ratio on the first impressions business professionals form of business consultants when seeing their photographs on a corporate website or LinkedIn page. By applying conjoint analysis on field experiment data, we find that in a zero-acquaintance situation business professionals prefer low-fWHR business consultants. This implies that they prefer a face that communicates trustworthiness to one that communicates success. Further, we have investigated the words that business professionals use to describe their (...) preferred consultant. These approach motivations help practitioners to improve the picture-text alignment. The results underline the necessity to critically assess the pictures and text used on websites and media platforms such as LinkedIn for business purposes, and to see them as a key element of business and self-communication that can be altered in order to improve business ‘mating.’. (shrink)