IDEAS home Printed from https://ideas.repec.org/a/spr/amsrev/v6y2016i1d10.1007_s13162-016-0076-1.html
   My bibliography  Save this article

Firms’ adoption of self-service technology: how managerial beliefs shape co-production decisions

Author

Listed:
  • Rita Di Mascio

    (University of New South Wales)

Abstract

The level of service co-production offered to customers through self-service technologies (SSTs) is an important marketing decision. The extant literature reports numerous benefits of SSTs for firms, such as increasing efficiency, reducing costs, boosting loyalty, and reaching new customer segments. However, industry evidence suggests that firms vary in their adoption of SSTs. This article utilizes a managerial cognition perspective to relate the level of SST-based co-production to configurations of beliefs about desired organizational outcomes, customers, and knowledge. The resulting belief model illuminates why firms vary in their utilization of SSTs, and has implications for the judgment of newness of SST-based services, the ethics and politics of customer representation in SST design, and epistemologies of SST-based market exchanges.

Suggested Citation

  • Rita Di Mascio, 2016. "Firms’ adoption of self-service technology: how managerial beliefs shape co-production decisions," AMS Review, Springer;Academy of Marketing Science, vol. 6(1), pages 79-97, June.
    • Handle: RePEc:spr:amsrev:v:6:y:2016:i:1:d:10.1007_s13162-016-0076-1
    DOI: 10.1007/s13162-016-0076-1
    as

    Download full text from publisher

    File URL: http://link.springer.com/10.1007/s13162-016-0076-1
    File Function: Abstract
    Download Restriction: Access to the full text of the articles in this series is restricted.
    File URL: https://libkey.io/10.1007/s13162-016-0076-1?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Salomann, Harald & Dous, Malte & Kolbe, Lutz & Brenner, Walter, 2007. "Self-service Revisited:: How to Balance High-tech and High-touch in Customer Relationships," European Management Journal, Elsevier, vol. 25(4), pages 310-319, August.
    2. Raghu Garud & Michael A. Rappa, 1994. "A Socio-Cognitive Model of Technology Evolution: The Case of Cochlear Implants," Organization Science, INFORMS, vol. 5(3), pages 344-362, August.
    3. Michael A. Lapré & Nikos Tsikriktsis, 2006. "Organizational Learning Curves for Customer Dissatisfaction: Heterogeneity Across Airlines," Management Science, INFORMS, vol. 52(3), pages 352-366, March.
    4. König, Bettina & Diehl, Katharina & Tscherning, Karen & Helming, Katharina, 2013. "A framework for structuring interdisciplinary research management," Research Policy, Elsevier, vol. 42(1), pages 261-272.
    5. Kaplan, Sarah & Tripsas, Mary, 2008. "Thinking about technology: Applying a cognitive lens to technical change," Research Policy, Elsevier, vol. 37(5), pages 790-805, June.
    6. Tina Harrison & Kathryn Waite, 2015. "Impact of co-production on consumer perception of empowerment," The Service Industries Journal, Taylor & Francis Journals, vol. 35(10), pages 502-520, July.
    7. Juhani Iivari & Rudy Hirschheim & Heinz K. Klein, 1998. "A Paradigmatic Analysis Contrasting Information Systems Development Approaches and Methodologies," Information Systems Research, INFORMS, vol. 9(2), pages 164-193, June.
    8. Andrea Masini & Luk van Wassenhove, 2009. "ERP Competence-Building Mechanisms: An Exploratory Investigation of Configurations of ERP Adopters in the European and U.S. Manufacturing Sectors," Post-Print hal-00516135, HAL.
    9. Marjorie A. Lyles & Charles R. Schwenk, 1992. "Top Management, Strategy And Organizational Knowledge Structures," Journal of Management Studies, Wiley Blackwell, vol. 29(2), pages 155-174, March.
    10. Eric J. Walton & Sarah Dawson, 2001. "Managers’ Perceptions of Criteria of Organizational Effectiveness," Journal of Management Studies, Wiley Blackwell, vol. 38(2), pages 173-200, March.
    11. Zu, Xingxing & Robbins, Tina L. & Fredendall, Lawrence D., 2010. "Mapping the critical links between organizational culture and TQM/Six Sigma practices," International Journal of Production Economics, Elsevier, vol. 123(1), pages 86-106, January.
    12. James P. Walsh, 1995. "Managerial and Organizational Cognition: Notes from a Trip Down Memory Lane," Organization Science, INFORMS, vol. 6(3), pages 280-321, June.
    13. Didier Courbet & Marie-Pierre Fourquet-Courbet & Marc Vanhuele, 2007. "How Web Banner Designers Work: The Role of Internal Dialogues, Self-Evaluations, and Implicit Communication Theories," Post-Print sic_00288393, HAL.
    14. C. K. Prahalad & Richard A. Bettis, 1986. "The dominant logic: A new linkage between diversity and performance," Strategic Management Journal, Wiley Blackwell, vol. 7(6), pages 485-501, November.
    15. Kover, Arthur J, 1995. "Copywriters' Implicit Theories of Communication: An Exploration," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 21(4), pages 596-611, March.
    16. Sreedhar Madhavaram & Andrew C. Gross & Radha Appan, 2014. "Knowledge needs of firms: the know-x framework for marketing strategy," AMS Review, Springer;Academy of Marketing Science, vol. 4(3), pages 63-77, December.
    17. Robert E. Quinn & John Rohrbaugh, 1983. "A Spatial Model of Effectiveness Criteria: Towards a Competing Values Approach to Organizational Analysis," Management Science, INFORMS, vol. 29(3), pages 363-377, March.
    18. Randolph B. Cooper & Robert W. Zmud, 1990. "Information Technology Implementation Research: A Technological Diffusion Approach," Management Science, INFORMS, vol. 36(2), pages 123-139, February.
    19. Charles I. Stubbart, 1989. "Managerial Cognition: A Missing Link In Strategic Management Research," Journal of Management Studies, Wiley Blackwell, vol. 26(4), pages 325-347, July.
    20. Russell L. Ackoff, 1967. "Management Misinformation Systems," Management Science, INFORMS, vol. 14(4), pages 147-156, December.
    21. Ngo, Liem Viet & O'Cass, Aron, 2013. "Innovation and business success: The mediating role of customer participation," Journal of Business Research, Elsevier, vol. 66(8), pages 1134-1142.
    22. Andrea Masini & Luk N. Van Wassenhove, 2009. "ERP Competence-Building Mechanisms: An Exploratory Investigation of Configurations of ERP Adopters in the European and U.S. Manufacturing Sectors," Manufacturing & Service Operations Management, INFORMS, vol. 11(2), pages 274-298, May.
    23. T H Trinh & V Kachitvichyanukul & D B Khang, 2014. "The co-production approach to service: a theoretical background," Journal of the Operational Research Society, Palgrave Macmillan;The OR Society, vol. 65(2), pages 161-168, February.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Anastasia Thyroff & Jennifer Christie Siemens & Jeff B. Murray, 2018. "Constructing a theoretical framework for the process of innovation legitimation," AMS Review, Springer;Academy of Marketing Science, vol. 8(3), pages 180-194, December.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Kaplan, Sarah & Tripsas, Mary, 2008. "Thinking about technology: Applying a cognitive lens to technical change," Research Policy, Elsevier, vol. 37(5), pages 790-805, June.
    2. Florence Allard-Poesi, 1998. "Representations And Influence Processes In Groups: Towards A Socio-Cognitive Perspective On Cognition In Organization," Post-Print hal-01490579, HAL.
    3. Vecchiato, Riccardo, 2020. "Analogical reasoning, cognition, and the response to technological change: Lessons from mobile communication," Research Policy, Elsevier, vol. 49(5).
    4. Rai Niharika, 2004. "Environmental Scanning in High Velocity Environment," IIMA Working Papers WP2004-05-04, Indian Institute of Management Ahmedabad, Research and Publication Department.
    5. Neill, Stern & Rose, Gregory M., 2006. "The effect of strategic complexity on marketing strategy and organizational performance," Journal of Business Research, Elsevier, vol. 59(1), pages 1-10, January.
    6. Ng, Desmond W., 2011. "Thinking Outside the Box: An Absorptive Capacity Approach to the Product Development Process," International Food and Agribusiness Management Review, International Food and Agribusiness Management Association, vol. 14(3), pages 1-28, September.
    7. Riccardo Vecchiato & Giampiero Favato & Francesco di Maddaloni & Hang Do, 2020. "Foresight, cognition, and long‐term performance: Insights from the automotive industry and opportunities for future research," Futures & Foresight Science, John Wiley & Sons, vol. 2(1), March.
    8. Alva Taylor & Constance E. Helfat, 2009. "Organizational Linkages for Surviving Technological Change: Complementary Assets, Middle Management, and Ambidexterity," Organization Science, INFORMS, vol. 20(4), pages 718-739, August.
    9. Miles M Yang & Feifei Yang & Tingru Cui & Ying-Chu Cheng, 2019. "Analysing the dynamics of mental models using causal loop diagrams," Australian Journal of Management, Australian School of Business, vol. 44(3), pages 495-512, August.
    10. Kai Hockerts, 2015. "A Cognitive Perspective on the Business Case for Corporate Sustainability," Business Strategy and the Environment, Wiley Blackwell, vol. 24(2), pages 102-122, February.
    11. Cui, Lin & Li, Yi & Li, Zijie, 2013. "Experiential drivers of foreign direct investment by late-comer Asian firms: The Chinese evidence," Journal of Business Research, Elsevier, vol. 66(12), pages 2451-2459.
    12. Sarah Kaplan, 2008. "Framing Contests: Strategy Making Under Uncertainty," Organization Science, INFORMS, vol. 19(5), pages 729-752, October.
    13. Stefan Gröschl & Patricia Gabaldón & Tobias Hahn, 2019. "The Co-evolution of Leaders’ Cognitive Complexity and Corporate Sustainability: The Case of the CEO of Puma," Journal of Business Ethics, Springer, vol. 155(3), pages 741-762, March.
    14. Collins, Jamie D. & Holcomb, Tim R. & Certo, S. Trevis & Hitt, Michael A. & Lester, Richard H., 2009. "Learning by doing: Cross-border mergers and acquisitions," Journal of Business Research, Elsevier, vol. 62(12), pages 1329-1334, December.
    15. Stea, Diego & Foss, Nicolai J. & Christensen, Peter Holdt, 2015. "Physical separation in the workplace: Separation cues, separation awareness, and employee motivation," European Management Journal, Elsevier, vol. 33(6), pages 462-471.
    16. Felipe A. Csaszar & Daniel A. Levinthal, 2016. "Mental representation and the discovery of new strategies," Strategic Management Journal, Wiley Blackwell, vol. 37(10), pages 2031-2049, October.
    17. Charles H. Cho & Jonathan Maurice & Emmanuelle Nègre & Marie-Anne Verdier, 2016. "Is environmental disclosure good for the environment? A meta-analysis and research agenda," Post-Print halshs-01369422, HAL.
    18. Wojciech Czakon, 2016. "Network Strategies Logic (Logika strategii sieciowych)," Problemy Zarzadzania, University of Warsaw, Faculty of Management, vol. 14(64), pages 17-30.
    19. Dean A. Shepherd & Jeffery S. Mcmullen & William Ocasio, 2017. "Is that an opportunity? An attention model of top managers' opportunity beliefs for strategic action," Strategic Management Journal, Wiley Blackwell, vol. 38(3), pages 626-644, March.
    20. Ola Henfridsson & Youngjin Yoo, 2014. "The Liminality of Trajectory Shifts in Institutional Entrepreneurship," Organization Science, INFORMS, vol. 25(3), pages 932-950, June.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:spr:amsrev:v:6:y:2016:i:1:d:10.1007_s13162-016-0076-1. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.springer.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.