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- Publisher Website: 10.1007/s11747-019-00664-8
- Scopus: eid_2-s2.0-85066798425
- WOS: WOS:000478742300008
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Article: Effects of Dominance Transitions on Advice Adherence in Professional Service Conversations
Title | Effects of Dominance Transitions on Advice Adherence in Professional Service Conversations |
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Authors | |
Keywords | Advice adherence Professional service conversations Conversational dominance Dominance transitions Customers’ perceived common ground |
Issue Date | 2019 |
Publisher | Springer New York LLC. The Journal's web site is located at http://www.springer.com/business+%26+management/journal/11747 |
Citation | Journal of the Academy of Marketing Science, 2019, v. 47 n. 5, p. 919-938 How to Cite? |
Abstract | For many professional services, advice adherence is a necessary condition for achieving service success for both customers and service providers. Despite their pivotal roles in value co-creation, typical conversational interactions often lead to low adherence. We propose that enabling a 'dominance transition,' from provider dominance in the pre-advice stage to customer dominance in the post-advice stage, enhances advice adherence because it increases customers’ perceived common ground. Furthermore, providers’ consultation focus, customers’ prior knowledge, and customers’ perceived adherence effort moderate this process. Using mixed methods, including both empirical modeling and controlled and field experiments, we validate the proposed model in various contexts (healthcare, financial services, and fitness and wellness counseling). The findings establish several theoretical contributions and offer managerial implications for improving advice adherence by managing dominance transitions in conversational interactions more effectively through training service providers or even programming AI chatbots. |
Persistent Identifier | http://hdl.handle.net/10722/272096 |
ISSN | 2023 Impact Factor: 9.5 2023 SCImago Journal Rankings: 7.194 |
ISI Accession Number ID |
DC Field | Value | Language |
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dc.contributor.author | Wang, HS | - |
dc.contributor.author | Yim, CKB | - |
dc.date.accessioned | 2019-07-20T10:35:36Z | - |
dc.date.available | 2019-07-20T10:35:36Z | - |
dc.date.issued | 2019 | - |
dc.identifier.citation | Journal of the Academy of Marketing Science, 2019, v. 47 n. 5, p. 919-938 | - |
dc.identifier.issn | 0092-0703 | - |
dc.identifier.uri | http://hdl.handle.net/10722/272096 | - |
dc.description.abstract | For many professional services, advice adherence is a necessary condition for achieving service success for both customers and service providers. Despite their pivotal roles in value co-creation, typical conversational interactions often lead to low adherence. We propose that enabling a 'dominance transition,' from provider dominance in the pre-advice stage to customer dominance in the post-advice stage, enhances advice adherence because it increases customers’ perceived common ground. Furthermore, providers’ consultation focus, customers’ prior knowledge, and customers’ perceived adherence effort moderate this process. Using mixed methods, including both empirical modeling and controlled and field experiments, we validate the proposed model in various contexts (healthcare, financial services, and fitness and wellness counseling). The findings establish several theoretical contributions and offer managerial implications for improving advice adherence by managing dominance transitions in conversational interactions more effectively through training service providers or even programming AI chatbots. | - |
dc.language | eng | - |
dc.publisher | Springer New York LLC. The Journal's web site is located at http://www.springer.com/business+%26+management/journal/11747 | - |
dc.relation.ispartof | Journal of the Academy of Marketing Science | - |
dc.subject | Advice adherence | - |
dc.subject | Professional service conversations | - |
dc.subject | Conversational dominance | - |
dc.subject | Dominance transitions | - |
dc.subject | Customers’ perceived common ground | - |
dc.title | Effects of Dominance Transitions on Advice Adherence in Professional Service Conversations | - |
dc.type | Article | - |
dc.identifier.email | Wang, HS: helensw@hku.hk | - |
dc.identifier.email | Yim, CKB: yimbck@hku.hk | - |
dc.identifier.authority | Wang, HS=rp01798 | - |
dc.identifier.authority | Yim, CKB=rp01122 | - |
dc.description.nature | link_to_subscribed_fulltext | - |
dc.identifier.doi | 10.1007/s11747-019-00664-8 | - |
dc.identifier.scopus | eid_2-s2.0-85066798425 | - |
dc.identifier.hkuros | 299273 | - |
dc.identifier.volume | 47 | - |
dc.identifier.issue | 5 | - |
dc.identifier.spage | 919 | - |
dc.identifier.epage | 938 | - |
dc.identifier.isi | WOS:000478742300008 | - |
dc.publisher.place | United States | - |
dc.identifier.issnl | 0092-0703 | - |