ORCID Profile
0000-0002-3567-9573
Current Organisation
La Trobe University La Trobe Business School
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Publisher: Informa UK Limited
Date: 14-02-2022
Publisher: Informa UK Limited
Date: 31-05-2023
Publisher: Elsevier BV
Date: 12-2016
Publisher: Emerald
Date: 06-06-2016
DOI: 10.1108/APJBA-11-2015-0095
Abstract: – Suggestion systems have always been used as the means of continuous development and co-creating values among the employees of organizations. On the other hand, the co-creation has been introduced as a solution to co-create values between companies and customers. Since a simultaneous study on setting up suggestion systems and co-creation among employees and customers have been ignored so far, the purpose of this paper, focussing on the combination of two strategies of suggestion systems (generally more effective among the employees of organizations) and co-creation (studied so far merely the scope of customers), is to evaluate variables leading to intention to use, improvement in understanding the concept of justice, and positive word-of-mouth. – Two between-subjects experiments were carried out to explore the interactional role of co-creation, reward, and time in efficiency of suggestion systems. The first study which was carried out among customers analyzed the effect of setting up suggestion systems along with co-creation on the amount of their intention to use this system in the future and positive word-of-mouth. The second study discussed the effect of setting up suggestion systems along with co-creation on the level of understanding organizational justice and commitment. – The results indicate that the effectiveness of co-creation and tangible factors, such as offered reward, on improving the evaluation of suggestion system. In the other word, when firm’s encourage customers to participate in value co-creation program in suggestion system, they perceive more justice and intend to participate more in such program in future. – Most of the previous studies carried out on co-creation considered its effectiveness on occasions when a service failure occurs to consumers and the service provider urgently needs service recovery, but this paper aimed to provide a collaborative perspective toward co-creation through suggestion system that puts emphasis on service experience, innovation, and intention to future participation in such programs.
Publisher: Elsevier BV
Date: 07-2016
Publisher: Holy Spirit University of Kaslik
Date: 10-2014
Publisher: Wiley
Date: 29-10-2023
DOI: 10.1002/CB.2277
Publisher: Elsevier BV
Date: 07-2016
Publisher: Informa UK Limited
Date: 05-08-2022
Publisher: Elsevier BV
Date: 02-2023
Publisher: Informa UK Limited
Date: 08-03-2019
Publisher: Emerald
Date: 10-04-2017
DOI: 10.1108/APJML-03-2016-0042
Abstract: Customer reaction to failure is of essential importance and varies by level of involvement with products and services. Thus, the purpose of this paper is to use the FCB grid to examine effects of involvement and emotion on failure of products and services. It also explores effects of negative word-of-mouth, consumer advocacy, customer voicing and gender on the so-called silent killers. A 2 (male or female)×4 (high and low involvement, feelings, thinking in FCB grid) between-subjects experiment on 311 college students, who have recently experienced product failure, is performed. Results reveal that customers with different levels of involvement react differently to product failure. Furthermore, low-involvement products are more likely to develop silent killers. The results also show that silent killer is more common among men. To the best of the authors’ knowledge, no similar study is performed on the relationship between involvement and failure of products or services. In addition, this attempt is the first quantitative study to examine the phenomenon of silent killers in this field.
Publisher: Elsevier BV
Date: 03-2022
Publisher: SAGE Publications
Date: 03-2016
Abstract: What do our customers know? This is the fundamental question in customer knowledge management (CKM), which emerged during the first decade of 21st century as the corporations’ main advantage in making co-creation value. In this study, we explain why CKM is important, how it could have an impact on loyalty, and its influence on making co-creation value. We will describe the main concepts related to the topic and how to gain data that are useful in CKM process. At the end of the article, we illustrate a conceptual framework of CKM process and describe the components. In addition, we offer ways of increasing customer’s knowledge quality that we call mass public education.
Publisher: Informa UK Limited
Date: 22-12-2018
No related grants have been discovered for Ali Gohary.