“Wow-Factors” for Boosting Business

Conference paper
First Online:
Part of the Advances in Intelligent Systems and Computing book series (AISC, volume 498)

Abstract

WOW, that’s great, what that company is doing. This comment is human factor in business context in its purest form. Wow-factor is something that won’t only separate the company from others, but separates it superiorly. Wow-factor is the factor that already exists in companies’ business and affects to people in many cases. It just needs to be found consciously, to be defined clearly and utilized better in order to enhance business and profits. In this article, we show different points of view about the Wow-factor in business context. Paper presents the ontology of the wow factor by utilizing literature review. Paper also presents a model for Wow-factor analyses in business. Article presents the idea of a new kind of factor for the corporate business development and brings up the overall concept of the Wow-factor in business models. Future research needs and actions are handled at the end of the article.

Keywords

Human factor Wow-Effect Wow-Factor Moment of truth (MOT) Service science Service engineering Point of interaction (POI) Business development 
This is a preview of subscription content, log in to check access.

Notes

Acknowledgments

The research and article is results of project called “Fast Wow-effects boosting SME business” which is partly funded by Tekes—the Finnish Funding Agency for Innovation.

References

  1. 1.
    Cohen, B.: The “WOW” effect: how one restaurateur continues to delight customers. Cornell Hotel and Restaurant Adm. Q. 38(2), 74–81 (1997)Google Scholar
  2. 2.
    Randall, R.M.: Putting the ‘wow’ back in strategy and marketing. Plann. Rev. 23(3), 20–22 (1995)CrossRefGoogle Scholar
  3. 3.
    Murray, L., Barnes, A.: Beyond the wow factor—evaluating multimedia language learning software from pedagogical viewpoint. System 26, 249–259 (1998)CrossRefGoogle Scholar
  4. 4.
    Shams, R., Alpert, F., Brown, M.: Consumer perceived brand innovativeness: conceptualization and operationalization. Eur. J. Mark. 49(9/10), 1589–1615 (2015)CrossRefGoogle Scholar
  5. 5.
    Prakash Vel, K., Sharma, R.: Megamarketing an event using integrated marketing communications: the success story of TMH. Bus. Strategy Ser. 11(6), 371–382 (2010)Google Scholar
  6. 6.
    Levin, R.P.: How to win in a tough economy with superior customer service. Alpha Omegan. 102(3), 98–100 (2009)Google Scholar
  7. 7.
    Eber, D.E.: Computer graphics curricula in the visual arts. Comput. Graph. 24, 919–923 (2000)CrossRefGoogle Scholar
  8. 8.
    Pizam, A.: What happened to the quality of services revolution? Hospitality Manage. 23, 201–202 (2004)CrossRefGoogle Scholar
  9. 9.
    Moore, G.A.: Technology and social communication. Technol. Soc. 18(2), 253–260 (1996)CrossRefGoogle Scholar
  10. 10.
    Geddes, L.: Model of surprise has ‘wow’ factor built in new scientist. 201(2691) 9 (2009)Google Scholar
  11. 11.
    Chandler, P.: Dynamic visualization and hypermedia: beyond the Wow factor. Comput. Hum. Behav. 25, 389–392 (2009)CrossRefGoogle Scholar
  12. 12.
    Tillman, B.: Creative Character Design. Elsevier, Oxford (2011)Google Scholar
  13. 13.
    Caldwell, T.: Education, education, education. Biometric Technol. Today. 2010(3), 10–11 (2010)CrossRefGoogle Scholar
  14. 14.
    Kortum, P.: From HCI Beyond the GUI: Design for Haptic. Speech, Olfactory and Other Nontraditional Interfaces (2008)Google Scholar
  15. 15.
    Kirby, A.: Coors turns new employees into ambassadors for beer: Induction program seeks to impart the “wow” factor. Hum. Res. Manage. Int. Digest. 13(6), 30–32 (2005)CrossRefGoogle Scholar
  16. 16.
    Muir, P.: The rebirth of St Pancras: matching service to facilities: recruitment and induction of customer-service officers have the “wow” factor. Hum. Res. Manag. Int. Digest. 16(2), 11–16 (2008)CrossRefGoogle Scholar
  17. 17.
    Morris-Knower, J.: Selling the wow: Albert R. Mann library´s virtual tour. New Libr. World. 102(3), 83–87 (2001)CrossRefGoogle Scholar
  18. 18.
    Slevitch, L., Mathe, K., Karpova, E., Scott-Halsell, S.: Green attributes and customer satisfaction: optimization of resource allocation and performance. Int. J. Contem. Hospitality Manage. 25(6), 802–822 (2013)CrossRefGoogle Scholar
  19. 19.
    Musa, N.A.O.R.: Measuring service quality in retail loyalty programmes (LPSQual): implications for retailers’ retention strategies. Int. J. Retail. Distrib. Manag. 39(39), 759–784 (2011)Google Scholar
  20. 20.
    Capizzi, M.T., Ferguson, R.: Loyalty trends for the twenty‐first century. J. Consum. Mark. 22(2), 72–80 (2005)Google Scholar
  21. 21.
    Clark, R.: Today’s pupils, tomorrow’s engineers! pedagogy and policy: a UK perspective. J. Eng., Design, and Technol. 9(2), 227–241 (2011)CrossRefGoogle Scholar
  22. 22.
    Tokman, M., Davis, L.M., Lemon, K.N.: The WOW factor: creating value through win-back offers to reacquire lost customers. J. Retail. 83, 47–64 (2007)CrossRefGoogle Scholar
  23. 23.
    Levin, R.P.: The complete new patient experience: A proven approach to maximizing patient´s introduction to your practice. Inside Dentistry. 11(2) (2015)Google Scholar
  24. 24.
    Lowe, B., Alpert, F.: Forecasting consumer perception of innovativeness. Technovation 45–46, 1–14 (2015)CrossRefGoogle Scholar
  25. 25.
    Paswan, A.K., Pelton, L.E., True, S.L.: Perceived managerial sincerity, feedback-seeking orientation and motivation among front-line employees of a service organization. J. Ser. Mark. 19(1), 3–12 (2005)CrossRefGoogle Scholar
  26. 26.
    Parasuraman, A., Zeithaml, V., Berry, L.L.: A conceptual model of service quality and its implications for future research. J. Mark. 49(4), 41–50 (1985)CrossRefGoogle Scholar
  27. 27.
    Parasuraman, A., Zeithaml, V., Berry, L.L.: SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality. J. Retail. 64(2), 12–40 (1988)Google Scholar
  28. 28.
    Brady, M.K., Cronin, J.J.: Some new thoughts on conceptualizing perceived service quality: a hierarchical approach. J. Mark. 65(July), 34–49 (2001)CrossRefGoogle Scholar
  29. 29.
    Ekinci, Y.: The validation of the generic service quality dimensions: an alternative approach. J. Retail. Consumer Ser. 8(6), 311–324 (2001)CrossRefGoogle Scholar
  30. 30.
    Seth, N., Deshmukh, S.G., Vrat, P.: Service quality models: a review. Int. J. Qual. Reliab. Manage. 22(9), 913–949 (2005)CrossRefGoogle Scholar
  31. 31.
    Parasuraman, A., Zeithaml, V.A., Berry, L.L.: Alternative scales for measuring service quality: a comparative assessment based on psychometric and diagnostic criteria. J. Retail. 70(3), 193–194 (1994)CrossRefGoogle Scholar
  32. 32.
    Zeithaml, V.A., Parasuraman, A., Berry, L.: Delivering quality service: balancing customer perceptions and expectations. J. Econ. Lit. 28(4), 1868 (1990)Google Scholar
  33. 33.
    Zeithaml, V.A., Berry, L.L., Parasuraman, A.: Communication and control processes in the delivery of service quality. J. Mark. 52(2), 35 (1988)CrossRefGoogle Scholar
  34. 34.
    Swartz, T.A., Brown, S.W.: Consumer and provider expectations and experience in evaluating professional service quality. J. Acad. Mark. Sci. 17(2), 189–195 (1989)CrossRefGoogle Scholar
  35. 35.
    Zeithaml, V.A., Bitner, M.J.: Services Marketing: Integrating customer focus across the firm, 2nd edn. Irwin/ McGraw-Hill, Boston, M.A (2000)Google Scholar
  36. 36.
    Buttle, F.: SERVQUAL: Review, critique, research agenda.European J. Mark. 30(1), 8–32 (1996)Google Scholar
  37. 37.
    Grönroos, C.: A service quality model and its marketing implications. Eur. J. Mark. 18(4), 36–44 (1984)CrossRefGoogle Scholar
  38. 38.
    Haywood-Farmer, J.: A conceptual model of service quality. Int. J. Oper. Prod. Manage. 8(6), 19–29 (1988)CrossRefGoogle Scholar
  39. 39.
    Brogowicz, A.A., Delene, L.M., Lyth, D.M.: A synthesised service quality model with managerial implications. Int. J. Serv. Ind. Manag. 1(1), 27–44 (1990)CrossRefGoogle Scholar
  40. 40.
    Cronin, J.J., Taylor, S.A.: Measuring service quality: a re-examination and extension. J. Mark. 6(July), 55–68 (1992)CrossRefGoogle Scholar
  41. 41.
    Mattsson, J.: A service quality model based on ideal value standard. Int. J. Serv. Ind. Manag. 3(3), 18–33 (1992)CrossRefGoogle Scholar
  42. 42.
    Teas, K.R.: Expectations, performance evaluation, and consumers’ perceptions of quality. J. Mark. 57(October), 18–34 (1993)CrossRefGoogle Scholar
  43. 43.
    Berkley, B.J., Gupta, A.: Improving service quality with information technology. Int. J. Inf. Manage. 14, 109–121 (1994)CrossRefGoogle Scholar
  44. 44.
    Dabholkar, P.A., Shepherd, C.D., Thorpe, D.I.: A comprehensive framework for service quality: an investigation of critical conceptual and measurement issues through a longitudinal study. J. Retail. 76(2), 131–139 (2000)CrossRefGoogle Scholar
  45. 45.
    Spreng, R.A., Mackoy, R.D.: An empirical examination of a model of perceived service quality and satisfaction. J. Retail. 722, 201–214 (1996)CrossRefGoogle Scholar
  46. 46.
    Philip, G., Hazlett, S.A.: The measurement of service quality: a new P-C-P attributes model. Int. J. Qual. Reliab. Manage. 14(3), 260–286 (1997)CrossRefGoogle Scholar
  47. 47.
    Sweeney, J.C., Soutar, G.N., Johnson, L.W.: Retail service quality and perceived value. J. Consumer Ser. 4(1), 39–48 (1997)CrossRefGoogle Scholar
  48. 48.
    Oh, H.: Service quality, customer satisfaction and customer value: a holistic perspective. Int. J. Hospitality Manage. 18, 67–82 (1999)CrossRefGoogle Scholar
  49. 49.
    Frost, F.A., Kumar, M.: INTSERVQUAL: an internal adaptation of the GAP model in a large service organization. J. Serv. Mark. 14(5), 358–377 (2000)CrossRefGoogle Scholar
  50. 50.
    Soteriou, A.C., Stavrinides, Y.: An internal customer service quality data envelope analysis model for bank branches. Int. J. Bank Mark. 18(5), 246–252 (2000)CrossRefGoogle Scholar
  51. 51.
    Broderick, A.J., Vachirapornpuk, S.: Service quality in internet banking: the importance of customer role. Mark. Intell. Plann. 20(6), 327–335 (2002)CrossRefGoogle Scholar
  52. 52.
    Zhu, F.X., Wymer, W.J., Chen, I.: IT-based services and service quality in consumer banking. Int. J. Serv. Ind. Manag. 13(1), 69–90 (2002)CrossRefGoogle Scholar
  53. 53.
    Santos, J.: E-service quality: a model of virtual service quality dimensions. Managing Ser. Qual. 13(3), 233–246 (2003)CrossRefGoogle Scholar
  54. 54.
    McCabe, D., Rosenbaum, M., Yurchisin, J.: Perceived service quality and shopping motivations: a dynamic relationship. Ser. Mark. Q. 29(1), 1–21 (2007)CrossRefGoogle Scholar
  55. 55.
    Lages, L., Fernandes, J.: The SERPVAL scale: a multi-item instrument for measuring service personal values. J. Bus. Res. 58(11), 1562–1572 (2005)CrossRefGoogle Scholar
  56. 56.
    Kahneman, D.: Thinking, fast and slow. Farrar, Straus and Giroux, New York (2011)Google Scholar
  57. 57.
    Berry, L.L., Zeithaml, V.A., Parasuraman, A.: Quality counts in services, too. Bus. Horizons. pp. 44–52 (1985)Google Scholar
  58. 58.
    Johnston, R.: The determinants of service quality: satisfiers and dissatisfiers. Int. J. Serv. Ind. Manag. 6(5), 53–71 (1995)CrossRefGoogle Scholar
  59. 59.
    Stähler, P.: Geschäftsmodelle in der digitalen Ökonomie. Eul Verlag, Köln-Lohmar (2001)Google Scholar
  60. 60.
    Osterwalder, A., Pigneur, Y., Smith, A.: 470 practitioners from 45 countries. Bus. Model. Gener. self-published. (2010)Google Scholar
  61. 61.
    Kano, N., Nobuhiku, S., Fumio, T., Shinichi, T.: Attractive quality and must-be quality. J. Jap. Soc. Qual. Control. 14(2), 39–48 (1984) (in Japanese)Google Scholar
  62. 62.
    Kietzmann, J.H., Canhoto, A.: Bittersweet! Understanding and Managing Electronic Word of Mouth. J. Public Affairs. 13(2), 146–159 (2013)CrossRefGoogle Scholar
  63. 63.
    Grönroos, C.: Service management and marketing: managing the moments of truth in service competition. Lexington Books, Lexington (Mass.) (1990)Google Scholar
  64. 64.
    Dichter, E.: How Word-of-Mouth Advertising Works. Harvard Bus. Rev. 44(6), 147–166 (1966)Google Scholar
  65. 65.
    Carlzon, J.: Moments of truth. Harper Perennial, New York (N.Y.). (1987)Google Scholar
  66. 66.
    Hockenbury, D.H., Hockenbury, S.E.: Discovering Psychology. Worth Publishers Inc, New York (2007)Google Scholar

Copyright information

© Springer International Publishing Switzerland 2017

Authors and Affiliations

  • Tero Reunanen
    • 1
    • 2
  • Marcus Penttinen
    • 1
  • Arndt Borgmeier
    • 3
  1. 1.Industrial Management and EngineeringTurku University of Applied SciencesTurkuFinland
  2. 2.Tampere University of TechnologyPoriFinland
  3. 3.Leadership Industrial Sales and TechnologyAalen University of Applied SciencesAalenGermany

Personalised recommendations