Customer learning trajectories when using a product for the first time

Several studies in marketing research focus on learning costs in product usage linked to the acquisition of declarative and procedural knowledge in this context. Yet, the learning process itself and the ways customers actually learn to use products have received little attention. This research explores the dynamics of the customer’s learning experience and its heterogeneity in the case of the first use of a product, using Kolb’s experiential learning circle. The results of a qualitative study with filmed observations and interviews identify four customer learning paths, enriching this model. Based on these customer learning paths, the article proposes recommendations to improve business strategies in terms of customer training and product use assistance.

A systematic literature review of healthcare supply chain and implications of future research

Purpose This paper aims to review the healthcare supply chain (HSC) literature along various areas and to find out the gap in it. Design/methodology/approach In total, 143 research papers were reviewed during 1996-2017. A critical review was carried out in various dimensions such as research methodologies/data collection method (empirical, case study and literature review) and inquiry mode of research methodology (qualitative, quantitative and mixed), country-specific, targeted area, research aim and year of publication. Findings Supply chain (SC) operations, performance measurement, inventory management, lean and agile operation, and use of information technology were well studied and analyzed, however, employee and customer training, tracking and visibility of medicines, cold chain management, human resource practices, risk management and waste management are felt to be important areas but not much attention were made in this direction. Research limitations/implications Mainly drug and vaccine SC were considered in current study of HSC while SC along healthcare equipment and machine, hospitality and drug manufacturing related papers were excluded in this study. Practical implications This literature review has recognized and analyzed various issues relevant to HSC and shows the direction for future research to develop an efficient and effective HSC. Originality/value The insight of various aspects of HSC was explored in general for better and deeper understanding of it for designing of an efficient and competent HSC. The outcomes of the study may form a basis to decide direction of future research.

Present scenario of renewable energy sources in Mymensingh and Pabna districts

The study was carried out to investigate the present scenario of renewable energy sources in Pabna and Mymensingh districts. Data were collected by interviewing 120 randomly selected respondents in each study areas during the period of September 2016 to July 2017. It was observed that available sources of renewable energy were mainly solar, biogas and biomass in both districts. Data were collected based on various independent and dependent variables. The findings revealed that 53.3% respondents in Pabna and 63.3% respondents in Mymensingh showed positive response to renewable energy sources. It was also observed that 38.3% respondents of Pabna had medium and 41.7% respondents of Mymensingh had high familiarity with renewable energy sources. The majority of the respondents commented that biomass energy in Pabna and biogas energy in Mymensingh was the most cost effective sources and the major contribution to energy comes from mainly biogas in Pabna and solar energy in Mymensingh. Besides, a questionnaire survey was done in different GOs and NGOs which involving for creating public awareness and community level sources maintenance in both districts. The most effective strategy of the organization is education and capacity building program in Pabna and in Mymensingh it was renewable energy markets, financing mechanism. The most effective awareness program was found campaigning in Pabna and in Mymensingh it was direct consultation. Survey result showed that 50% organization provided medium amount of loan (5000-8000) in Pabna and in Mymensingh it was 65%. The most effective training program was found customer training in Pabna district and in case of Mymensingh district it was customer motivating training. The majority of the respondents’ percept that government should provide more subsidies to make renewable sources more affordable in case of both study area. The most of the respondents’ percept that saving money was most important for using renewable energy sources in Pabna and in Mymensingh it was availability of renewable energy sources. Therefore, the GO and the NGO should work hand in hand to emphasize more on renewable energy source to produce electricity to solve their power crisis problem.Progressive Agriculture 29 (2): 71-81, 2018

How should customers be trained in their role as coproducers? The influence of training and its characteristics on the benefits of coproduction

This research examines the effect of customer training on the customer’s role during service encounters. We examine its influence on coproduction outcomes from the standpoint of both the company (productivity) and the customer (customer satisfaction). The analysis of the influence of customer training is implemented in two stages. First, we establish that customer training improves the company’s productivity without decreasing customer satisfaction. With this verified, we consider the content of training (cognitive vs cognitive and affective) and the medium deployed (employees vs digital). We then establish that training increases productivity more when its content is both cognitive and affective, whereas the medium has no effect. Conversely, when employees deliver training, customer satisfaction is higher, while training content has no effect on this variable. Results provide guidelines for enhancing the benefits for both companies and customers.