Customer experience quality: an exploration in business and consumer contexts using repertory grid technique

This study proposes a conceptual model for customer experience quality and its impact on customer relationship outcomes. Customer experience is conceptualized as the customer’s subjective response to the holistic direct and indirect encounter with the firm, and customer experience quality as its perceived excellence or superiority. Using the repertory grid technique in 40 interviews in B2B and B2C contexts, the authors find that customer experience quality is judged with respect to its contribution to value-in-use, and hence propose that value-in-use mediates between experience quality and relationship outcomes. Experience quality includes evaluations not just of the firm’s products and services but also of peer-to-peer and complementary supplier encounters. In assessing experience quality in B2B contexts, customers place a greater emphasis on firm practices that focus on understanding and delivering value-in-use than is generally the case in B2C contexts. Implications for practitioners’ customer insight processes and future research directions are suggested.

Piilevien asiakastarpeiden tunnistaminen – repertory grid -tekniikka

Tässä työssä tutkitaan asiakaslähtöisyyttä tuotekehityksessä ja piilevien asiakastarpeiden selvittämistä ja hyödyntämistä asiakaslähtöisyydessä. Tavoitteena on selvittää asiakaslähtöisyyden tärkeyttä ja etuja tuotekehityksessä, sekä käydä läpi erilaisia asiakastarpeiden selvittämismetodeja erityisesti keskittyen repertory grid –tekniikkaan (RGT). Asiakaslähtöisyys tuo yrityksille merkittävää kilpailuetua tuotekehityksen alkupäähän. Erityisesti piilevät asiakastarpeet voivat mahdollistaa tuoteinnovaatioita, joilla saavutetaan huomattavasti parempaa asiakastyytyväisyyttä ja etulyöntiasemaa kilpailijoihin nähden. Piileviä asiakastarpeita voi tunnistaa repertory grid –tekniikalla, jota on avattu tässä työssä. Tekniikka mahdollistaa piilevien asiakastarpeiden tunnistamisen, mikä osaltaan edistää etulyöntiaseman antavia asiakaslähtöisiä tuoteinnovaatioita, joilla yritys voi differoitua muista markkinoilla olevista yrityksistä. Asiakaslähtöisyyden tulee tuotekehityksen lähtökohdan lisäksi olla osa yrityksen strategiaa ja kulttuuria, jotta yritys voi menestyä asiakaslähtöisyydellä.

Repertory grid adaptations in detecting connotative trends and social behaviour problems in education

Please consult the paper edition of this thesis to read. It is available on the 5th Floor of the Library at Call Number: Z 9999 E38 K66 1983

Individuelle Religiosität im Spiegel der Repertory-Grid-Technik

Die Repertory-Grid-Technik (RGT) (vgl. Kelly, 1955; Scheer & Catina, 1993; Slater, 1964, 1976, 1977) wurde bisher kaum im Kontext religionspsychologischer Forschung angewandt. Ausnahmen sind die Dissertationen von Hass (1974), O’Conner (1983) und Todd (1977). Dies ist bedauerlich, da die RGT ein hilfreiches Werkzeug ist, um subjektive Sichtweisen der Religiosität und individu-elle Entwicklungsdynamiken verstehen und vergleichen zu können. Zusätzlich bildet sie eine Brü-cke zwischen qualitativer und quantitativer Forschung, da sie gewissermassen die Aussagekraft qualitativer Forschung mit dem Quantifizierungsmöglichkeiten eines Fragebogens verbindet. In meinem Beitrag stelle ich religionspsychologische Anwendungsmöglichkeiten der RGT auf der Grundlage einer Studie über die individuelle Konstruktion religiöser Persönlichkeiten vor (Huber, 1999, 2000b, 2000c und 2000d). Dabei knüpfe ich an frühere Arbeiten an, in denen Möglichkeiten einer individuumzentrierten Erhebung von subjektiven Sichtweisen der Religiosität diskutiert wur-den (Huber, 1996, 1998 und 2000a).

The personal constructs of coping with chronic low back pain: is coping a necessary evil?

The construct of coping is explored in this paper utilising repertory grid technique with a small group of non-patients with chronic pain. Nineteen volunteers with low back pain completed a repertory grid with eight given elements signifying various self and illness-related roles. Two constructs were given and the remainder elicited using the triad method. The 19 participants rated themselves as being in less pain than those they typified as ill or disabled and considered themselves to be coping with their pain. The constructs elicited emphasised authenticity, the limitations of being a coper, mastery, active stoicism, cheerfulness, acceptance and maintaining acceptable social interactions and appearances. Copers were considered to not be in constant pain. Self, ideal-self and social-self constructs were closely related, The participants rated themselves more like copers than ill, pain-suffering, invalid or hypochondriacal persons. Being a coper, however, was less desirable than being pain free, In essence, these volunteers with low back pain see coping as a necessary evil. This ambivalent and ambiguous construing of coping needs to be further explored in community and patient groups if we are to improve the collaboration between patients and therapists in achieving good pain management. (C) 1997 International Association for the Study of Pain. Published by Elsevier Science B.V.

Self-narrative reconstruction after dilemma-focused therapy for depression: a comparison of good and poor outcome cases

Objective: The aim of this study is to improve the understanding of self-changes after an intervention for depression focused on implicative dilemmas, a type of cognitive conflict related to identity. As recent research has highlighted the relevance of identity-related dilemmas in clients with depression, we sought to assess the way in which clients resolve such inner conflicts after a tailored dilemma-focused intervention and how this is reflected in the clients’ self-narratives. Method: We used three instruments to observe differences between good (n = 5) and poor (n = 5) outcome cases: (i) the Repertory Grid Technique to track the resolution of dilemmas, (ii) the Change Interview to compile clients’ accounts of changes at posttreatment, and (iii) the Innovative Moments Coding System to examine the emergence of clients’ novelties at the Change Interview. Results: Groups did not differ in terms of the number and relevance of client-identified significantly helpful events. However, between-group differences were found for the resolution of dilemmas and for the proportion of high-level innovative moment (IM) types. Furthermore, a greater self-narrative reconstruction was associated with higher levels of symptom improvement. Conclusions: Good outcome cases seem to be associated with the resolution of conflicts and high-level IMs.

Factores cognitivos en la fibromialgia: el papel del autoconcepto y de los conflicots relativos a la identidad en el tratamiento psicológico de la fibromialgia

La fibromialgia es un síndrome caracterizado por la presencia de dolor músculo-esquelético generalizado, difuso y crónico. La etiología es desconocida y es diagnóstico es exclusivamente clínico. Además hasta el momento el tratamiento se centra únicamente en la reducción de síntomas. Todas estas características influyen en gran medida en la vivencia que tienen estas pacientes de la enfermedad, así como en la imagen que tienen de sí mismas. Diversos autores han enfatizado la importancia de estudiar los fenómenos relacionados con la identidad en las situaciones de dolor crónico. En este informe se presentan los dos estudios realizados durante los cuatro años de beca en torno al estudio del autoconcepto y la identidad en mujeres con fibromialgia. Ambos estudios se enmarcan dentro de la Psicología de los Constructos Personales de George Kelly y utilizan la técnica de rejilla como principal instrumento de evaluación. En el primer estudio se realiza una comparación de las medidas de construcción del sí mismo y de estructura cognitiva entre un grupo de mujeres con fibromialgia (n = 30) y un grupo de mujeres sin fibromialgia (n = 30). Encontramos que las mujeres de nuestra muestra presentan una mayor discrepancia entre el “yo actual” y el “yo ideal”, una menor adecuación percibida en los otros y mayor probabilidad de presentar algún conflicto cognitivo. Estos resultados preliminares nos llevaron a plantearnos la relación entre estos factores cognitivos y el tratamiento. Por ello, el segundo estudio consiste en un estudio de casos en el que se realiza un tratamiento individualizado (terapia cognitivo-constructivista) con cada una de las participantes y se analizan en detalle, a través de un grupo de trabajo, estos factores cognitivos y su relación con la evolución del tratamiento. Este segundo estudio sigue en curso, por lo que se presentan sólo unos resultados preliminares.

Self construction, cognitive conflicts and polarization in bulimia nervosa

This study explores the cognitive structures, understood as construct systems, of patients suffering from bulimia nervosa (BN). Previous studies investigated the construct systems of disordered eaters suggesting that they had a higher distance between their construction of the self and the «ideal self», and also more rigidity. In addition to these aspects, this study explored the presence of implicative dilemmas (ID). Thirty two women who met criteria for BN and were treated in a specialized center were compared to a non clinical group composed by 32 women matched by age. All participants were assessed using Repertory Grid Technique (RGT). In BN patients it was more common (71.9%) to find IDs than in controls (18.8%). They also showed higher polarization and higher self-ideal discrepancies (even more for those with a long history of BN). The measures provided by the RGT can be useful for the assessment of self-construction and cognitive conflicts in BN patients and to appreciate their role in this disorder. In addition, this technique could be helpful for clinicians to explore the patient"s constructs system, and specially to identify IDs that could be maintaining the symptoms or hindering change in order to focus on them to facilitate improvement.

Self-Construction, Cognitive Conflicts, and Disordered Eating Attitudes in Young Women

The aim of this study is to identify cognitive variables that predict disordered eating attitudes in a nonclinical sample composed of 50 female university students. Repertory grid technique was used to assess cognitive features of self-construing and cognitive conflicts. Drive for Thinness and Body Dissatisfaction scales from the Eating Disorder Inventory 2 were used as dependent variables, as previous studies suggested that high scores on these scales are associated with the risk of developing or aggravating eating syndromes. Results suggest that drive for thinness can be associated with cognitive conflicts, whereas body dissatisfaction may be higher for those who construct themselves as inadequate and similar to others. In addition, both dependent variables were predicted by being younger and having a higher body mass index.