title: The customer engagement/value interface: An exploratory investigation

authors: Hollebeek, Linda D.

subjects: customer engagement

abstract: After generating significant interest among marketing practitioners, the customer engagement (CE) concept is rapidly gaining traction in the academic marketing literature. Although pioneering research has provided foundational insights in this emerging area, little is known regarding the ways in which CE may contribute to generating customer value (CV) and ensuing loyalty for utilitarian and hedonic brands. Addressing this research gap, this paper develops a conceptual model of the CE/CV interface for utilitarian and hedonic brands, which proposes: (i) The existence of a curvilinear relationship between CE/CV for utilitarian and hedonic brands; and (ii) Up to a focal brand-, category-, consumer-, and situation-specific optimum, growing CE generates greater CV increases for hedonic, than for utilitarian brands. By drawing on a sample of 14 consumers, depth-interviewing/focus group findings provided exploratory evidence for contentions (i) and (ii). The paper concludes with an overview of key research limitations and implications.

text: The customer engagement/value interface: An exploratory investigation After generating significant interest among marketing practitioners, the customer engagement (CE) concept is rapidly gaining traction in the academic marketing literature. Although pioneering research has provided foundational insights in this emerging area, little is known regarding the ways in which CE may contribute to generating customer value (CV) and ensuing loyalty for utilitarian and hedonic brands. Addressing this research gap, this paper develops a conceptual model of the CE/CV interface for utilitarian and hedonic brands, which proposes: (i) The existence of a curvilinear relationship between CE/CV for utilitarian and hedonic brands; and (ii) Up to a focal brand-, category-, consumer-, and situation-specific optimum, growing CE generates greater CV increases for hedonic, than for utilitarian brands. By drawing on a sample of 14 consumers, depth-interviewing/focus group findings provided exploratory evidence for contentions (i) and (ii). The paper concludes with an overview of key research limitations and implications.

year: 2012

title: RECOLED: A group-aware collaborative text editor for capturing document history

authors: Masoodian, Masood

subjects: computer science

abstract: This paper presents a usability analysis of RECOLED, a shared document editor which supports recording of audio communication in remote collaborative writing sessions, and transparent monitoring of interactions, such as editing, gesturing and scrolling. The editor has been designed so that the collaboration results in the production of a multimedia document history which enriches the final product of the writing activity and can serve as a basis for post-meeting information retrieval. A discussion is presented on how post-meeting processing can highlight the usefulness of such histories in terms of tracking information that would be normally lost in usual collaborative editing settings.

text: RECOLED: A group-aware collaborative text editor for capturing document history This paper presents a usability analysis of RECOLED, a shared document editor which supports recording of audio communication in remote collaborative writing sessions, and transparent monitoring of interactions, such as editing, gesturing and scrolling. The editor has been designed so that the collaboration results in the production of a multimedia document history which enriches the final product of the writing activity and can serve as a basis for post-meeting information retrieval. A discussion is presented on how post-meeting processing can highlight the usefulness of such histories in terms of tracking information that would be normally lost in usual collaborative editing settings.

year: 2005

title: Investigating the Social Supports of Successful Māori Undergraduate Appellants at the University of Waikato

authors: Diamond, Danielle Jade

subjects: Social Supports

abstract: Educational disparities between Māori and non-Māori tertiary students are evident in regards to participation, retention, and completion rates at secondary and tertiary levels. Instead of focusing on negative statistics, it was of interest to investigate Māori students who had failed sufficient papers to initially be denied re-entry to university study, yet continued to attain their degrees, as a result of a successful appeal. Māori undergraduate students, who had successfully appealed from 2003-2012, were recruited for my research. The availability and utilisation of social supports were investigated, along with the decision to make an appeal, the role of cultural expectations, and barriers experienced by participants. A mixed method approach was utilised in this research through use of an adapted overarching Kaupapa Māori framework, statistical analysis, and 13 interviews. My research found that social supports were beneficial for participants throughout their appeal, as they provided: emotional, instrumental, appraisal, and informational support. Although the social supports utilised by participants were satisfactory, barriers to accessing formal supports were also found, which included: perceived stigma having failed their papers, pride, as well as being whakamā. The appeal process was a beneficial intervention from the University of Waikato, which provided participants another opportunity to overcome the factors that contributed to their initial failure. Post appeal, participants implemented strategies to address and reduce their factors in order to become academically engaged. Participants were deemed to be resilient from their continued pursuit of degree attainment, implementation of their strategies, and their use of perceived social supports.

text: Investigating the Social Supports of Successful Māori Undergraduate Appellants at the University of Waikato Educational disparities between Māori and non-Māori tertiary students are evident in regards to participation, retention, and completion rates at secondary and tertiary levels. Instead of focusing on negative statistics, it was of interest to investigate Māori students who had failed sufficient papers to initially be denied re-entry to university study, yet continued to attain their degrees, as a result of a successful appeal. Māori undergraduate students, who had successfully appealed from 2003-2012, were recruited for my research. The availability and utilisation of social supports were investigated, along with the decision to make an appeal, the role of cultural expectations, and barriers experienced by participants. A mixed method approach was utilised in this research through use of an adapted overarching Kaupapa Māori framework, statistical analysis, and 13 interviews. My research found that social supports were beneficial for participants throughout their appeal, as they provided: emotional, instrumental, appraisal, and informational support. Although the social supports utilised by participants were satisfactory, barriers to accessing formal supports were also found, which included: perceived stigma having failed their papers, pride, as well as being whakamā. The appeal process was a beneficial intervention from the University of Waikato, which provided participants another opportunity to overcome the factors that contributed to their initial failure. Post appeal, participants implemented strategies to address and reduce their factors in order to become academically engaged. Participants were deemed to be resilient from their continued pursuit of degree attainment, implementation of their strategies, and their use of perceived social supports.

year: 2013