AMS Review最新文献

The pursuit of customer centricity 追求以客户为中心

AMS Review Pub Date : 2025-01-28 DOI: 10.1007/s13162-024-00288-4

Joel E. Urbany, Marta Dapena-Baron

{"title":"The pursuit of customer centricity","authors":"Joel E. Urbany, Marta Dapena-Baron","doi":"10.1007/s13162-024-00288-4","DOIUrl":"10.1007/s13162-024-00288-4","url":null,"abstract":"<div><p>The literature on customer centricity is large and growing, as befits the study of a concept that is arguably at the core of marketing theory and practice. At this point in time, however, there are two troubling aspects of our understanding of customer centricity: (1) There is significant variance in the understanding of the basic concept, illustrated most clearly in (Mier and Jaworski’s Customer Centricity: Definitions, Archetypes, and Future Research 2024) recent discovery of over 50 distinct definitions in the literature, and (2) While evidence shows favorable returns from customer centric initiatives, in practice, many firms struggle to make such initiatives profitable and sustainable. Here, we explore the concept of customer centricity with two senior executives in the medical technology industry. The interviews highlight the complex layers of customer-centric practice in an organization and reinforce the fact that a process of broader organizational change is fundamental to the adoption of any customer-centric operating model. The interviewees provide especially important insight into how an organization in an advanced stage enables customer-centric practice in ways that synergistically enhance its absorptive capacity and widen its view of growth opportunity, as well as the key sources of resistance in earlier stages of adoption.</p></div>","PeriodicalId":7786,"journal":{"name":"AMS Review","volume":"14 3-4","pages":"298 - 307"},"PeriodicalIF":0.0,"publicationDate":"2025-01-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"143184805","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0

The gestalt of customer centricity: Forces of resistance and research priorities 顾客中心的格式塔：阻力和研究优先级

AMS Review Pub Date : 2025-01-15 DOI: 10.1007/s13162-024-00289-3

Joel E. Urbany, Marta Dapena-Baron

{"title":"The gestalt of customer centricity: Forces of resistance and research priorities","authors":"Joel E. Urbany, Marta Dapena-Baron","doi":"10.1007/s13162-024-00289-3","DOIUrl":"10.1007/s13162-024-00289-3","url":null,"abstract":"<div><p>Recent research suggests a great deal of variance in how “customer centricity” is defined in the increasingly siloed scholarly literature and that many organizations continue to struggle in effectively implementing such initiatives. The interviews reported in Urbany and Dapena-Baron (2024) reveal the complexity of both (a) the many organizational context factors that need to be managed and adapted for a firm with a strong, established customer-centric practice to sustain and evolve it, and (b) the significant forces of resistance which face a firm that is early in its adoption of customer-centric practices. Here, we step back to consider the possibility that the pursuit of customer-centricity is often hindered by underestimation of the complexity, time, and resources required for effective transformation. We suggest that taking a more comprehensive view of customer centricity to consider its broader “Gestalt,” provides value in recognizing and planning for multiple component parts and for potential synergies between them. An overview of these components leads to a number of relevant research directions, centered around <b><i>two overarching priorities</i></b> through the change process: creating distinctive value for customers <b><i>to win demand</i></b> and creating distinctive value for employees <b><i>to win their buy-in</i></b>. We overview the components of customer centricity and present a set of research priorities with the goal of building a greater understanding of the individual component parts and the potential synergies between them.</p></div>","PeriodicalId":7786,"journal":{"name":"AMS Review","volume":"14 3-4","pages":"308 - 329"},"PeriodicalIF":0.0,"publicationDate":"2025-01-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"143184731","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0

AI for marketing: Enabler? Engager? Ersatz? 人工智能营销：启用？Engager ?备胎?

AMS Review Pub Date : 2025-01-11 DOI: 10.1007/s13162-024-00293-7

Sreedhar Madhavaram, Radha Appan

{"title":"AI for marketing: Enabler? Engager? Ersatz?","authors":"Sreedhar Madhavaram, Radha Appan","doi":"10.1007/s13162-024-00293-7","DOIUrl":"10.1007/s13162-024-00293-7","url":null,"abstract":"<div><p>The prospect of artificial intelligence (AI) matching and surpassing human intelligence continues to intrigue. On the foundations of the exceptional advances in AI technologies in the last decade, the potential for competitive advantages makes <i>AI</i> in general and <i>Generative AI</i> in particular one of the most promising technologies for marketing. However, while there are robust theoretical advances in the domain of AI for marketing, how AI impacts marketing entities is poorly understood. Further, how AI potentially makes marketing entities ineffective and inefficient is rarely addressed in research. Therefore, in this research, we begin with the articulation of a theory toolkit relevant to AI for marketing. Second, we discuss different types of AI and introduce a new perspective on approaching AI for marketing entities and purposes. Specifically, we conceptualize three new types of AI: enabling AI, engaging AI, and ersatzing AI (artificial, but inferior intelligence that make marketing entities less capable). Third, using our typology, we explicate the enormous potential of the three specific types of AI for marketing. Finally, toward actualizing the potential of AI for marketing, we conclude with a discussion of the contributions of our research and a research agenda.</p></div>","PeriodicalId":7786,"journal":{"name":"AMS Review","volume":"14 3-4","pages":"258 - 277"},"PeriodicalIF":0.0,"publicationDate":"2025-01-11","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"143184794","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0

The past, present, and future of social media marketing ethics 社交媒体营销伦理的过去、现在和未来

AMS Review Pub Date : 2025-01-09 DOI: 10.1007/s13162-024-00294-6

Anna Granstedt

{"title":"The past, present, and future of social media marketing ethics","authors":"Anna Granstedt","doi":"10.1007/s13162-024-00294-6","DOIUrl":"10.1007/s13162-024-00294-6","url":null,"abstract":"<div><p>As social media increasingly permeates everyday life, ethical concerns about its use are coming into sharper focus. At the same time, the ethical issues involved in social media marketing have received somewhat limited attention from marketing research and practice. Therefore, many scholars are calling out for a better understanding of the role of ethics in social media marketing decisions. Current marketing ethics theories do not sufficiently consider the unique dynamics of social media. To aid researchers, practitioners, and policymakers, we propose a theoretical framework to address issues in social media marketing ethics built on theories of normative and descriptive ethics. This framework considers the normative and descriptive ethics within firm-internal and firm-external factors in the fields of law, regulation and norms, platform conditions, and stakeholder value. Then, applying a thematically built systematic literature review, we identify and discuss five distinct themes of research in social media marketing ethics: (I) advertising and customer–brand relationships; (II) the dark side of social media; (III) privacy; (IV) fake news; and (V) emerging research. These themes and their implications are discussed using the proposed theoretical framework. Our study provides a comprehensive overview and synthesis of ethical challenges in social media marketing and suggests possible research avenues for the future. In doing so, it outlines pressing issues that require attention from researchers, policymakers, and practitioners to ensure an ethically sustainable approach to social media marketing.</p></div>","PeriodicalId":7786,"journal":{"name":"AMS Review","volume":"14 3-4","pages":"278 - 296"},"PeriodicalIF":0.0,"publicationDate":"2025-01-09","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://link.springer.com/content/pdf/10.1007/s13162-024-00294-6.pdf","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"143184725","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"OA","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0

Self-disclosure of content creators: A systematic review and holistic framework 内容创造者的自我披露：一个系统回顾和整体框架

AMS Review Pub Date : 2024-12-30 DOI: 10.1007/s13162-024-00290-w

Fan Wang, Brad D. Carlson

{"title":"Self-disclosure of content creators: A systematic review and holistic framework","authors":"Fan Wang, Brad D. Carlson","doi":"10.1007/s13162-024-00290-w","DOIUrl":"10.1007/s13162-024-00290-w","url":null,"abstract":"<div><p>Content creators increasingly use self-disclosure to shape their personas and build strong connections with their audiences. This trend calls for focused scholarly attention on the outcome and underlying mechanism of content creators’ self-disclosure. However, there is a lack of systematic research on how audiences react to these disclosures, and insights from psychology, sociology, communication, and organizational science are often studied separately. This research, which is inherently interdisciplinary, systematically reviewed literature on audience appraisals and responses to self-disclosures. By analyzing 166 influential articles published between 1973 and 2023 using the Web of Science database, we identify key dimensions, impacts, mechanisms, and contextual factors of self-disclosure. Drawing on appraisal theory, our review synthesizes insights from across disciplines and develops an integrative framework. We categorize the findings into seven thematic areas, highlighting the processes involved in audiences’ primary and secondary appraisals of content creators’ self-disclosure and their responses to related efforts. By organizing these themes within a holistic framework, we reconcile inconsistencies in previous research and provide strong foundations for future research. Additionally, we identify gaps and under-researched areas, offering a clear roadmap for future investigations.</p></div>","PeriodicalId":7786,"journal":{"name":"AMS Review","volume":"14 3-4","pages":"239 - 257"},"PeriodicalIF":0.0,"publicationDate":"2024-12-30","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"143184798","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0

How to craft a compelling storyline for a conceptual paper 如何为一篇概念性论文打造引人入胜的故事情节

AMS Review Pub Date : 2024-12-18 DOI: 10.1007/s13162-024-00292-8

Kaisa Koskela-Huotari

引用次数: 0

Conceptual-only papers: Learning from the masters 概念性论文：向大师学习

AMS Review Pub Date : 2024-12-04 DOI: 10.1007/s13162-024-00291-9

Liliana Bove

引用次数: 0

The gestalt of customer centricity 以客户为中心的格式塔

AMS Review Pub Date : 2024-11-21 DOI: 10.1007/s13162-024-00287-5

Bernie Jaworski

引用次数: 0

The role of possessions for the extended self of sustainability- concerned anti-consumers 财产对于可持续性延伸自我的作用——关注反消费者

AMS Review Pub Date : 2024-10-11 DOI: 10.1007/s13162-024-00286-6

Sophia Elizabeth Vlieger de Oliveira, Catalina Wache, Sascha Raithel

{"title":"The role of possessions for the extended self of sustainability- concerned anti-consumers","authors":"Sophia Elizabeth Vlieger de Oliveira, Catalina Wache, Sascha Raithel","doi":"10.1007/s13162-024-00286-6","DOIUrl":"10.1007/s13162-024-00286-6","url":null,"abstract":"<div><p>Belk’s (<i>Journal of Consumer Research, 15(2), 139–168, </i>1988, <i>Journal of Consumer Research, 40(1), 477–500, </i>2013) seminal work on possessions and the extended self explains how possessions form and symbolize an individual’s extended self. According to the framework, material possessions play a significant role for the extended self. In recent decades, individuals in consumer societies of the Global North have started to question their consumption patterns and their impact on the natural environment in light of the climate crisis. These individuals engage in anti-consumption practices which aim at reducing environmental impact through reducing and rejecting consumption including the acquisition of material possessions. This paper assesses if Belk’s (<i>Journal of Consumer Research, 15(2), 139–168, </i>1988, <i>Journal of Consumer Research, </i>40(1), 477–500 2013) framework is still applicable in the case of sustainability-concerned anti-consumers and which modifications need to be made to account for a change in consumption patterns. We propose that the self-expressive aspect of the extended self framework remains salient, as the intentional non-consumption by anti-consumers helps them distance themselves from possible undesired selves. Through a de-extension of the self, consumers rely on experiences, people and places which are central to the self rather than on material possessions. The material objects that remain parts of the extended self and that have a symbolic meaning represent their owner’s ethical and pro-environmental values and are often created through upcycling, refurbishing or acquired in second-hand or sharing markets. Since consumers increasingly consider the effects their acquisitions and actions have on the state of the Earth, they re-extend their selves to include experiences and the natural environment as a psychological possession.</p></div>","PeriodicalId":7786,"journal":{"name":"AMS Review","volume":"14 3-4","pages":"220 - 238"},"PeriodicalIF":0.0,"publicationDate":"2024-10-11","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://link.springer.com/content/pdf/10.1007/s13162-024-00286-6.pdf","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"143184766","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"OA","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0

Sensing physical properties for subjective meanings: Putting Emergent Consumer Perceived Value (ECPV) into the marketers’ toolbox 感知主观意义的物理属性：将新兴消费者感知价值（ECPV）放入营销人员的工具箱

AMS Review Pub Date : 2024-08-26 DOI: 10.1007/s13162-024-00284-8

Laura J. Forsman, Harri Luomala

{"title":"Sensing physical properties for subjective meanings: Putting Emergent Consumer Perceived Value (ECPV) into the marketers’ toolbox","authors":"Laura J. Forsman, Harri Luomala","doi":"10.1007/s13162-024-00284-8","DOIUrl":"10.1007/s13162-024-00284-8","url":null,"abstract":"<div><p>Marketers need to understand consumers in both theory and practice to create offerings that are valuable to them. Hence, the marketing discipline has conceptualized consumers’ subjectively perceived value in various ways, using multiple paradigms. Nevertheless, its constituents remain unclear. We argue that this is because the ontological and epistemological premises are both vague and narrow. Consequently, consumers’ value perceptions are still difficult to study or manage. With the aim of making a conceptual leap, our paper is the first to apply a critical realist (CR) approach to the phenomenon. CR’s stratified ontology and subjectivist/pluralist epistemology reconcile the positivist and interpretivist/constructionist paradigms, allowing the simultaneous existence of external socio-natural and internal subjective realities. Using these premises, we examine, from a marketer’s perspective, how consumers perceive value, which is a subjective, phenomenological, and socially constructed act embedded in the natural world. Our CR theorizing deploys Bhaskar’s (2010) RRREIC schema and includes a review of the extant subjective value conceptualizations (consumer perceived value, value-in-use, value-in-experience) and retroduction of the key mechanisms generating the phenomenon: meaning-making and sensory perception. Finally, we propose a novel conceptualization for Emergent Consumer Perceived Value formation (ECPV) as an open system. As its integral component, we introduce the concept of Sensory Value Affordance, explaining how consumers transform physical properties into subjective meanings. These conceptual tools cater especially to B2C managers and account for both the phenomenological and sociocultural as well as the corporeal and perceptual. Finally, we present broader implications for value research, the field of marketing, and society.</p></div>","PeriodicalId":7786,"journal":{"name":"AMS Review","volume":"14 3-4","pages":"194 - 219"},"PeriodicalIF":0.0,"publicationDate":"2024-08-26","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://link.springer.com/content/pdf/10.1007/s13162-024-00284-8.pdf","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"143184693","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"OA","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0