Raphaël K. Akamavi

A research agenda for investigation of product innovation in the financial services sector

Purpose – Holistically reviews the literature, examines critically and summarises systematically the major pioneering works of contributors in this field. Its primary objective is to formulate a research agenda in the area of new service development (NSD) in the financial services sector.Design/methodology/approach – A comprehensive in‐depth content analysis: theoretical discussion and conceptual frameworks of product innovation are carried out. This paper explores and evaluates extant frameworks of the tangible NPD process, which form the basis for NPD for the services literature. NSD has been central to the literature on services marketing, and a competitive weapon for firms, the important propensity has been related to the investigation of NSD issues.Findings – This study identifies significant deficiencies and gaps (e.g. stakeholders involvement: roles of customers and supportive activities units) in the literature, with specific regard to new financial product development relating to the financial se...

Re‐engineering service quality process mapping: e‐banking process

Purpose – The paper examines a financial service innovation process, which is referred to as financial product innovation: improvements to existing services. This study conducts a critical analysis of the operational process of opening a Lloyds TSB Student Account at a local branch.Design/methodology/approach – The process of opening a student bank account is documented in a flowchart/flow network, which highlights operational steps and the visibility line between front‐end and backroom staff. This process mapping technique/flowchart allows for the diagnosis and identification of both potential and actual bottlenecks in the existing process, which prevented a quality service encounter for the customer. After outlining these problematic areas/non‐value added activities, the adopted qualitative triangulated methodological approach yields a redesigned flowchart illustrating these changes. Furthermore, this paper proposes a re‐engineered process (i.e. e‐process or virtual process), which removes these bottlen...

Alternative explanations of online repurchasing behavioral intentions: A comparison study of Korean and UK young customers

Purpose – This study sets out to employ a cross‐cultural perspective to explore alternative explanations in the development of the online repurchase intentions model.Design/methodology/approach – The proposed constructs of alternative models deal with key online consumer behavior variables such as customized information, web use applications, online service and perceived interactivity which lead to the formation of purchase intentions. These variables form the theoretical foundation for four alternative models. To test these four alternative models 448 online consumers were surveyed in 2007. Structural equation modeling is used to test these models.Findings – The results demonstrate that the power of customized information lies in its ability to influence consumer satisfaction and perceived interactivity that are proximate to repurchase intentions. The results also show that the link of satisfaction→repurchase intentions provides a meaningful empirical representation of the hierarchical sequence in which ...

Mobile Phone Innovation and Inclusive Human Development: Evidence from Sub-Saharan Africa

A recent World Bank report reveals that poverty has been decreasing in all regions of the world with the exception of sub-Saharan Africa (SSA) as more than 45% of countries in the sub-region are off-track from achieving the Millennium Development Goal (MDG) extreme poverty target. This paper investigates the effects of mobile phone technology, knowledge creation and diffusion on inclusive human development in 49 SSA countries for the period 2000-2012 using Tobit model. The study finds that mobile phone penetration in SSA is pivotal to sustainable and inclusive human development irrespective of the country’s level of income, legal origins, religious orientation and the state of the nation. However, the pupil-teacher ratio exerts a negative influence on inclusive human development. The net effects of interactions between the mobile phone and knowledge diffusion variables are positive.

Exploring key antecedents of purchase intentions within different services

Purpose – The purpose of this research is to investigate the direct and indirect effects of these determinants on purchase intentions. Competitive environments such as those in retail and banking industries impose increased pressure on managers to enhance customer satisfaction and purchase intentions. Even though satisfaction and purchase intentions are well studied in prior literature, their determinants such as service-oriented employee behavior, advertising campaign familiarity, physical environment and service quality have not been fully investigated together. Design/methodology/approach – Data from a survey of 508 customers of Korean up-market retail supermarkets and banks are utilized to empirically evaluate the model. Findings – Results indicate that service-oriented employee behavior and the physical environment have no direct effect on purchase intentions. However, these constructs indirectly influence purchase intentions through the mediating role of service quality and customer satisfaction. Se...