Matching Items (3)
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- All Subjects: Longitudinal
- Creators: Davis, Mary
Description
Customers today, are active participants in service experiences. They are more informed about product choices, their preferences and tend to actively influence customer and firm related outcomes. However, differences across customers become a significant challenge for firms trying to ensure that all customers have a `delightful' consumption experience. This dissertation studies customers as active participants in service experiences and considers three dimensions of customer participation -- in-role performance; extra-role performance-citizenship and elective behavior; and information sharing -- as its focal dependent variables. This study is grounded in services marketing, customer co-production and motivation literatures. The theoretical model proposes that customer behaviors are goal-directed and different consumers will have different reactions to the service quality because they have different assessments of progress towards their goals and (consequently) different levels of participation during the service experience. Customer role clarity and participation behavior will also influence the service experience and firm outcomes. A multi-step process was adopted to test the conceptual model, beginning with qualitative and quantitative pretests; followed by 2 studies (one cross-sectional and other longitudinal in nature). Results prove that customer participation behaviors are influenced by service quality directly and through the mediated path of progress towards goals. Assessment of progress towards goals directly influences customer participation behaviors cross-sectionally. Service quality from one service interaction influences customer in-role performance and information sharing in subsequent service interactions. Information sharing influences service quality in subsequent service interactions. Role-clarity influences in-role and extra-role performance cross-sectionally and influences these behaviors longitudinally only in the early stages of the customer-firm relationship. Due to multi-collinearity, the moderating effect of customer goals on assessment of progress towards goals could not be tested. The study findings contribute to the understanding of customer participation behaviors in service interactions for both academics and managers. It contributes to the literature by examining consumption during the service interaction; considering customers as active participants; explaining differences in customer participation; integrating a forward-looking component (assessment of progress towards goals) and a retrospective component (perceptions of service quality) to explain customer participation behaviors over time; defining and building measures for customer participation behavior.
ContributorsSaxena, Shruti (Author) / Mokwa, Michael (Thesis advisor) / Bitner, Mary Jo (Committee member) / Bolton, Ruth N (Committee member) / Olsen, Grant D (Committee member) / Arizona State University (Publisher)
Created2010
Description
Pediatric chronic pain is surprisingly common and impactful, prospectively predicting poorer mental and physical health outcomes. Internalizing symptoms represents one such outcome. It is the most common cluster of symptoms in children, it is related to poorer child functioning, and it has been linked to future functioning/psychopathology. The psychosocial mechanisms through which child pain may impact internalizing have yet to be fully elaborated, but withdrawal from social engagement with peers has been proposed as one possible mechanism. Additionally, sibling relationships may play a role in enhancing or diminishing a child’s social engagement while they are in pain. The current study aimed to examine whether child social engagement at age 8 mediates the relation between child chronic pain at age 8 and internalizing symptoms at age 9. Further, the study tested whether sibling warmth and sibling conflict act as moderators between child chronic pain and child social engagement. The physical and emotional health, quality of sibling relations, and extracurricular social engagement of 491 twin children from 247 families were assessed at age 8 and age 9 via surveys completed by the children’s primary caregivers. Findings showed that child pain at age 8 did not predict lower levels of social engagement, and social engagement did not predict child internalizing at age 9. Sibling warmth, but not conflict, significantly moderated the pain—social engagement relation. Together, these findings indicate that the relation between chronic pain and internalizing functions differently in children than in adults through a variety of cognitive, environmental, and social factors. More longitudinal research in this area will help establish changes in the relation between pain and internalizing from childhood into adulthood.
ContributorsRichards, Nicole Eve (Co-author) / Richards, Nicole (Co-author) / Davis, Mary (Thesis director) / Presson, Clark (Committee member) / Lemery-Chalfant, Kathryn (Committee member) / Sanford School of Social and Family Dynamics (Contributor) / School of Art (Contributor) / Department of Psychology (Contributor) / Barrett, The Honors College (Contributor)
Created2020-05
Description
Over the past several decades, middle-aged Americans have exhibited troubling trends of declining mental and physical health over successive cohorts. Interestingly, this trend has not been observed in peer nations in Europe, Asia, and Mexico. Later-born cohorts in other countries typically report better midlife mental and physical health than their earlier-born counterparts. It is less clear the extent to which physical pain shows similar trends to what has been observed in the U.S. and comparison peer nations. The goal of the current study was to examine how self-reports of pain have historically changed during midlife and investigate whether differences emerge between the U.S. and peer nations. We used harmonized data on pain from nationally representative longitudinal panel surveys from the U.S., 13 European nations, South Korea, and Mexico to directly quantify similarities and differences in historical change in midlife pain. Our results supported the hypothesis that midlife pain is higher amongst later-born cohorts in the U.S. A similar pattern of historical increases in pain was observed in Continental and Nordic Europe. In England, Mediterranean Europe, South Korea, and Mexico, the opposite pattern was observed with historical declines in pain. Historical increases in reports of pain in the U.S. emerged more quickly for later-born cohorts at earlier stages of midlife. These results suggest there could be aspects of American midlife today that are exacerbating reports of pain, and these aspects may be shared in some European nations but absent or less influential in other peer nations. Our discussion focuses on potential explanations for this pattern, such as population level discrepancies in health, differential use of health care services, and the inter/intrapersonal costs of westernization, as well as how pain is conceptualized across nations.
ContributorsSyed, Orchee (Author) / Infurna, Frank (Thesis director) / Corbin, William (Committee member) / Davis, Mary (Committee member) / Barrett, The Honors College (Contributor) / Department of Psychology (Contributor) / Sanford School of Social and Family Dynamics (Contributor)
Created2023-12