http://repub.eur.nl/res/aut/16827/ List of Publications en http://repub.eur.nl/static-eur/img/logo.png http://repub.eur.nl http://repub.eur.nl/res/pub/37703/ 2012-09-14T00:00:00Z The development of advanced recommendation agents (RA's) has rendered more product information available for consumers at a minimal cost. However these decision aids require more effort exerted by users in order to offer recommendations based on their preferences. The construct of effort has showed contradictory effects on outcome quality and evaluation of the decision making process, as effort can be considered as a direct cost (cognitive or time) but also as a benefit (expected accuracy of decision). We conducted an experimental study to test the effect of three different types of perceived effort on the quality perception of a RA. We found a positive effect of perceived RA effort on RA quality perception. This suggests that users want to and should be aware of the RA effort in creating accurate recommendations. The effect of perceived user effort on RA quality is negative, but only when the own effort is perceived as higher than the perceived RA effort. However, this does not hold when user effort regards the navigational aspect of use of the RA which decreases the quality of the RA. We also show that RA quality is a core driver of RA acceptance. http://repub.eur.nl/res/pub/39952/ 2012-09-01T00:00:00Z The introduction of public transport smart cards means it is now possible to forecast how behavioural change stimulators, such as time-variable pricing, will impact passenger activity. This is an invaluable tool for managing revenue in a sustainable way, not just in the public transport sector, but also for every industry constrained by peak-loading capacity. http://repub.eur.nl/res/pub/38060/ 2012-06-25T00:00:00Z Public transportation operators (PTOs) function in an increasingly competitive environment that demands new approaches to revenue management for complex transportation networks. Revenue management is important for maximizing revenue growth and has commonly been performed by optimizing product availability and price levels. However, PTOs operate in a sensitive societal context that requires innovative approaches to revenue management. In this paper, we propose a new, sustainable perspective on revenue management that considers individual customers' needs and requirements, environmental impacts, and PTO's financial viability. To demonstrate this perspective's efficacy, we developed a decision support tool using an agent-based modeling and simulation approach. The advantage of this microscopic method is its ability to capture the detailed operational and commercial aspects of transportation networks, as well as the heterogeneous consumer preferences relating to product price and service quality. We evaluated our modeling approach using real-world smart card transaction data collected from a major Dutch public transit authority. The results suggest that, by taking a customer-centric view and using an IT-enabled decision support system, PTOs can better explore the space of feasible solutions to find revenue management strategies that can lead to a sustainable situation. http://repub.eur.nl/res/pub/39949/ 2012-06-01T00:00:00Z When done right, personalisation online can be an effective way to enhance the buying or consuming experience, thus stimulating purchasing. However, it can also rely heavily on customers’ private details, a very sensitive and currently hot issue. So, how do online marketeers deal with this and other challenges? http://repub.eur.nl/res/pub/38029/ 2012-05-01T00:00:00Z We propose a decision analytics approach that leverages adaptive learning in the refinement of service operations. We aim to integrate service design and service pricing with downstream operational decision-making related to service provision. This approach involves: collecting consumer data and establishing consumer behavior models; integrating consumer behavior models with models for service operation decision-making; and iteratively evaluating service designs based on service delivery performance that evolves over time due to learning. We discuss how this approach enables service providers to set time-differentiated prices and evaluate the impact on transportation network performance. We use agent-based simulation to illustrate the application of our approach to the operations of a public rail transportation firm in a European urban setting. Our findings suggest that knowing the impacts of consumer responses in service operations is essential for devising cost-effective and value-bearing service designs. Our approach can support service providers who wish to adjust their pricing, consumer demand and capacity management models, and to develop more effective market forecasts of performance through adaptive learning, in the presence of "big data" from consumers and operations. http://repub.eur.nl/res/pub/37715/ 2012-01-01T00:00:00Z Abstract We examined how procedural fairness interacts with empowering leadership to promote employee OCB. We focused on two core empowering leadership types—encouraging self-development and encouraging independent action. An experiment revealed that leaders encouraging self-development made employees desire status information more (i.e., information regarding one’s value to the organization). Conversely, leaders encouraging independent action decreased employees’ desire for this type of information. Subsequently, a multisource field study (with a US and German sample) showed that encouraging self-development strengthened the relationship between procedural fairness and employee OCB, and this relationship was mediated by employees’ self-perceived status. Conversely, encouraging independent action weakened the procedural fairness-OCB relationship, as mediated by self-perceived status. This research integrates empowering leadership styles into relational fairness theories, highlighting that multiple leader behaviors should be examined in concert and that empowering leadership can have unintended consequences. http://repub.eur.nl/res/pub/22274/ 2010-09-01T00:00:00Z Information technologies (IT) have affected economic activities within and beyond the boundaries of the firm, changing the face of e-commerce. This article explores the circumstances under which value is created in business networks made possible by IT. Business networks combine the capabilities of multiple firms to produce and deliver products and services that none of them could more economically produce on its own and for which there is demand in the market. We call this business network-based value creation. We apply economic theory to explain the conditions under which business networks will exist and are able to sustain their value-producing activities. Informedness has the potential to increase the complexity of consumer demand. Addressing this demand requires flexible production and delivery of products and services, and can be achieved by value-adding business networks supported by IT, standardized technology, and business process solutions. We also examine the benefits associated with business network-based value creation and fair value-sharing to support the sustainability of business networks. We develop a set of propositions and draw upon multiple case examples from the travel and hospitality industry to validate our theoretical perspectives on business network-based value creation. The results demonstrate that this industry is going through a digital transformation that makes it possible for many firms to engage in highly effective and innovative network-based value creation. http://repub.eur.nl/res/pub/19690/ 2010-05-07T00:00:00Z In this theory-building research, we develop a set of propositions to examine the existence, the essential workings, and the conditions for value created and borne by business network co-production. We use transaction cost economics and informedness theory to explain why business network co-production exists; how informedness enhances value; and why customers, a network orchestrator and open standards add value to co-production. We use multiple observations from the public transport industry to validate the theoretical perspectives we develop. Triggered by liberalization and enabled by smart cards, this industry is going through a digital transformation from segmented travel to providing networked travel, where service vendors co-produce customer travel services to produce multimodal customer-oriented services. http://repub.eur.nl/res/pub/16260/ 2009-02-01T00:00:00Z Using the process-oriented view and resource-based theory, we investigate how mobile ticketing technologies can successfully enable revenue management. We collect data from 17 cases worldwide in which smart cards and mobile devices have been adopted in the public transport industry over the last decade. The use of these technologies allows service providers to capture real-time and complete information of customers' actual travel. This enables service providers to employ advanced price differentiation and service expansion strategies and achieve new best practice in revenue management. The results demonstrate that service providers that use more sophisticated mobile ticketing technologies are more likely to adopt advanced strategies to create value. Further, they are more likely to achieve higher performance gains. http://repub.eur.nl/res/pub/14525/ 2009-01-16T00:00:00Z The recent pervasive adoption of modern IT in the marketplace has profoundly changed information availability to customers and firms. This improved information endowment results in changes in consumer behavior and corporate strategy. This dissertation proposes new theoretical perspectives – firm informedness, customer informedness, and informedness through learning – to re-conceptualize the decision making process of customer-centric revenue management. It consists of three studies. First, using multiple cases in which firms adopt smart cards and mobile technologies in America, Europe, and Asia, we examine the value creation process of the firm using the explanation of firm informedness and investigate how it advances revenue management. Second, we test the theory of consumer informedness and examine heterogeneity in consumer preferences using stated choice experiments. We find the evidence for trading down and trading out behavior and show that the use of mobile ticketing technologies can help firms to build a hyper-differentiated transport market. Finally, using a computational simulation, we explore the opportunity for devising service offerings to capture profitable consumer responses, considering demand-driven revenue and capacity-management. Overall, this research introduces methods, models, and guidelines for organizations to strategize the informational challenge, make informed decisions, and create transformational values to win in today’s competitive network environment.