All Service Research and Customer Experience Group projects
Conflicting goals: how calorie attentiveness can influence consumer food bundle choice
This research, relying on the goal systems theory and regulatory focus theory, empirically investigates how subconscious goal activation, at the point of purchase, contrives more salient healthy eating goals which result in goal-directed behaviour.
Researchers: Oladunni Omebere-Iyari, Hongwei He, Panagiotis Sarantopolous
The impact of artificial intelligence capabilities on servitization: the moderating role of absorptive capacity-A dynamic capabilities perspective
This project empirically examines the impact of AI capabilities on servitization and the moderating role of firm’s absorptive capacity, using both structural equation modeling (SEM) and Fuzzy-Set Qualitative Comparative Analysis (fsQCA), to examine the nature of this relationship.
Researchers: Mohamad Abou-Foul, Jose L. Ruiz-Alba; Pablo J. Lopez-Tenorio
The interrelations between transformative service research, service-dominant logic and customer-dominant logic
This project examines similarities and differences between transformative service research, service-dominant logic and customer-dominant logic and provides a theoretical framework for the interrelations between them.
Researchers: Linh Hoang Vu, Volker Georg Kuppelwieser
Strengthening market competitiveness of UK Higher Education Institutions through partnerships: the role of Knowledge creation and knowledge absorption
The purpose of this work is to explore knowledge management principles, specifically knowledge creation and knowledge absorption in assisting Higher Education Institutions working collaboratively and adding value to their products and services.
Researchers: Enis Elezi, Samar Soliman
Happiness of the generation Z customers through the lens of e-commerce and offline trade purchase experience: do brick-and-mortar stores lose their significance?
This study explores if the characteristics of generation Z shape their behaviour as customers and influence their happiness with product/service purchases in e-commerce and brick-and-mortar stores, sequentially predisposing their loyalty to online or offline outlets.
Researchers: Sergey Kazakov, Pedro Cuesta Valiño and Cristina Loranca Valle
Institutions and business customer experience: the role of interfunctional coordination and service co-design
This research investigate the complex phenomenon of institutions and the moderation of main antecedents of business customer experience (BCX): interfunctional coordination, customer engagement and participation in the co-design of services.
Researchers: Jose L. Ruiz-Alba, Maria J. Quero and Pablo López-Tenorio
Drivers of Big Data Analysis (BDA) adoption and implications on management decision-making on financial and non-financial performance: evidence from Nigeria's manufacturing and service industries
This project empirically examines the factors that affect organisations' BDA adoption and the associated management policy development issues relating to financial and non-financial performance moderated by environmental dynamism.
Researchers: Arthur Egwuonwu; Emeka Oruh; John Mendy; Ambrose Egwuonwu
Africapitalism: the dominant utopian and neoliberalist ideologies underpinning African entrepreneurial philanthropy
This project explores the ideological underpinnings of entrepreneurial philanthropy in Africa by examining Tony Elumelu Foundation (TEF), a well-known philanthropic venture, and thereby scrutinise this exemplar of Africapitalism.
Researchers: Deji Adewoye; Arthur Egwuonwu; Emeka Oruh; Ogechi Adeola; Chima Mordi; Tayo Otubanjo.
Psychic distance in the buyer-seller relationship: insight from a systematic review
The purpose of this work is to systematically review and critically examine how psychic distance (PD) influences the buyer-seller exchange relationship.
Researchers: Arthur Egwuonwu, David Sarpong; Chima Mordi
Causal configurations of corporate social responsibility (CSR) through grassroots football team sponsorship and its influence on stakeholder action through promotions activity
This project examines how the identified conditions of CSR through grassroots football team sponsorship may be configured together to determine an influence upon actions of stakeholders within the club to help promote the sponsoring brand. This research is being conducted on 3 levels. Firstly, to understand the landscape of stakeholders within grassroots football, secondly to determine the conditions of CSR through the sponsors, and finally the configuration of CSR conditions to influence promotional activity from stakeholders.
Researchers: Matthew Hindmarsh, Anees Ikramullah, Jose L. Ruiz-Alba and Pablo J. Lopez-Tenorio
“Make it last and value for money.” Stakeholder perceptions on sustainability in funded community sport and physical activity programmes: the case of Sportivate in London
This project is an exploration of stakeholder perceptions of sustainability amongst funded community sport and physical activity programmes through the Sportivate project administered through London Sport. This programme is now defunct but offers learning on the service provisions of future funding programmes for sustainable community sport and physical activity programmes. A total of 33 in-depth interviews were conducted to develop themes of sustainability specific to community sport delivery through funded voluntary sport organisations.
Researchers: Anees Ikramullah and Niki Koutrou
Walking with carers: an understanding of walking programmes affect on physical, mental and social wellbeing
Through a case-study looking at one organisation’s nationwide community programme delivery programme, the perceptions of participating carers and volunteers are explored to understand common themes emerging through 18 in-depth semi-structured interviews. These same themes are then applied to a survey measured with a Likert-scale response, from which exploratory factor analysis is conducted to determine the development of a scale specific to community walking programmes established for carers.
Researchers: Anees Ikramullah and Amelia Hall
The impact of actor variety in purchasing negotiations around smart services: its influence on their course and outcome.
The aim of the research is to assess whether the degree of involvement of manufacturing asset end-users influence the course and outcome of smart product and/or services purchasing processes. We use a qualitative case study method.
Researchers: Bart Kamp, Kristina Zabala, Arantza Zubiaurre, Aitor Ruiz de la Torre
How can KIBs foster the environmental innovations of manufacturing firms?
The aim of the research is to quantitatively explore the relationship between eco-efficiency actions and the use of KIBs as providers of knowledge for sustainability. We test for the moderating role of the quality of institutions among EU countries. We use the Flash Eurobarometer 498 with a quantitative research design.
Researchers: Arantza Zubiaurre, Eduardo Sisti, Kristina Zabala
Investigating the impact of food tourism vlogger entrepreneurs’ language characteristics on audiences’ attitude and behaviours
This research employs a stimulus-based survey method to investigate the influence of language characteristics used by vlogger entrepreneurs on the attitudes and behaviours of their audience. The study utilises structural equation modelling (SEM) to analyse the data and uncover valuable insights into the effects of sensory-rich language on audience engagement. Furthermore, it sheds light on the role of embodied cognition in entrepreneurial communication.
Researchers: Wei Hutchinson, Elmira Djafarova, Shaofeng Liu, Mahmoud Abdelrahman