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Lukas Fischer
Former Member
Title
M.Sc.
Last Name
Fischer
First name
Lukas
Phone
+491753666872
5 results
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Item type:Publication, Enabling Cocreation With Transformative Interventions: An Interdisciplinary Conceptualization of Consumer BoostingService research emphasizes the relevance of consumers’ participation in the cocreation of transformative outcomes like health and well-being. However, in complex services, consumers’ limited operant resources and lacking resource integration efficiency hinder transformative value cocreation. Service research on mechanisms that facilitate well-being through efficient resource integration is sparse, but several disciplines elaborate cognitive interventions with that target. These interventions have been validated in various contexts. Nevertheless, concerns persist that they can hurt, rather than help, individual consumers. Overcoming such limitations requires an interdisciplinary effort. The present article outlines the new research area “transformative consumer interventions” (TCI) by integrating interventions theory, consumer psychology, and transformative service research in a health context. TCI provide theory-driven principles for the selection and design of interventions that facilitate operant resource integration in complex services. Additionally, we conceptualize consumer boosting, the first TCI-based intervention construct. Consumer boosts are efficient, context-specific, and personalized interventions that enhance individuals’ operant resources. Consumer boosting provides a pathway to transformative cocreation and alleviates the risk of unintended consequences and value co-destruction. This research illustrates that the transformative service domain stands to benefit substantially from getting involved in the discussion on consumer interventions and offers a unique perspective for further conceptual elaboration.Type:journal articleJournal:Journal of Service ResearchVolume:Vol. 25Issue:1Scopus© Citations 29 - Some of the metrics are blocked by yourconsent settings
Item type:Publication, Beyond Competition - How Cooperation Fosters Customer Experience in Service IndustriesSociety is changing. Former value structures such as religion or family are becoming less important, and consumers have more space to search for their own identity. In addition, megatrends such as digitization and interconnectivity provide consumers with tools for real-time peer-to-peer communication and for expressing their opinions and quality standards online. Thus, power is increasingly shifting from businesses to consumers, with the actual needs of consumers at the center of value creation, to ultimately boost competitive advantage. In this paradigm, services that are able to build identity are more valuable to consumers than simple services that only deliver a particular service promise. One way to address identity is to create holistic experiences, as experiences become part of a consumer’s individual identity, can be shared with others several times, are more durable, and can increase in value over time. As consumer needs do not arise within industry boundaries, many service companies are left with services that only partially meet customer needs. Cooperation between one or more service organizations is an efficient possibility for companies to address this deficiency and complement an existing service promise by integrating value-added services or products. We argue that cooperation, if done right, has the potential to increase customer experience with a service provider. We show the potential for this by presenting examples from the insurance industry, an industry that has traditionally performed poorly, both in cooperating with other firms and in delivering an outstanding customer experience. Now, insurance companies are increasingly cooperating with companies from various industries and customers with the aim to tailor unified offerings and enhance customer experience.Type:book section - Some of the metrics are blocked by yourconsent settings
Item type:Publication, Framing a customer experience scale for service industries (SERVEX)(2018-09-13); Type:conference speech - Some of the metrics are blocked by yourconsent settings
Item type:Publication, - Some of the metrics are blocked by yourconsent settings
Item type:Publication, Beyond insurance 2030: Neue Rollen für Versicherer im branchenübergreifenden Wettbewerb(Volkswirtschaftl. Verl.-Ges., 2019-03-21); ; ; Type:newspaper articleJournal:Versicherungsrundschau : Zeitschrift der Oesterreichischen Gesellschaft für VersicherungsfachwissenIssue:1-2 2019